ChatOps is a collaboration model where people, processes, tools and bots are well inter-connected. It actually offers a single and persistent location, like a dedicated war room, where people including bots and related tools are able to collaborate with each other, review the work needed, the work happening and the work done, and thus significantly improve communication and efficiency. It is aimed to tighten feedback loop, improve information sharing and enhance team collaboration.
With the integration between ChatOps and Service Manager, IT agents' collaboration is shifted to a new paradigm, a kind of conversation-driven collaboration. In the context of ITSM, one of the typical examples is when there occurs a major incident, IT agents such as application owner, network technicians, infrastructure group, etc, are able to quickly gather together in such a ChatOps war room, concentrate on this critical major incident, with a joint effort perform investigation, identify its root cause, and then solve the issue as quickly as possible.
Starting from SM ChatOps 2.0, the solution can seamlessly integration with UCMDB ChatOps 2.0 to provide a comprehensive incident management process using ChatOps.
If you're ready to use SM ChatOps, in this page below please get a recent release and its documentation. Please contact us using Support Forum where our team is constantly monitoring your feedback and providing support.
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