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What’s new in Micro Focus SMA ChatOps 2017.11

What’s new in Micro Focus SMA ChatOps 2017.11

LeonardoChen Super Contributor.

We are pleased to announce the general availability of the SMA ChatOps 2017.11, which consists of SM ChatOps 2.0 and UCMDB ChatOps 2.0, facilitating the end-to-end incident management process using the integrated ChatOps solution.

Since the first release of SM ChatOps last year, we’ve continuously collected customer feedback to continue to improve the product. The feedback largely revolves around two aspects – the lack of on-premises collaboration tool and the deficiency of security enforcement. This new release has addressed these gaps and has further enriched the ChatOps commands for the incident management process.

There are several themes carried through this new release. Let’s take a deep dive into the details.

Holistic incident management process using ChatOps

With the combination of SM ChatOps and UCMDB ChatOps, the integrated SMA ChatOps solution is able to facilitate the end-to-end incident management process. This includes incident creation, incident investigation, diagnosis and resolution, as well as incident closure.

There are some typical incident management scenarios where ChatOps can significantly accelerate team communications and efficiently improve team collaboration, for example:

  • Major incident handling — In a war room with a large group of IT agents and other relevant stakeholders
  • Direct incident creation via chat channel — Especially when IT agent is using a ChatOps mobile app
  • Effective incident diagnosis — Such as review impact analysis and understand change history

Additionally, the list below shows all of the supported ChatOps features.

SM ChatOps – Now you can create incidents, get incidents, update incidents, assign incidents, add activities, attach conversations, resolve incidents, escalate incidents and close incidents.

UCMDB ChatOps – Search CIs, get CI details, get impact analysis, and get change history.

Figure 1 – Update and get incident in MS TeamsFigure 1 - Update and get incident in MS Teams.jpg

Figure 2 – Review impact analysis in MS TeamsFigure 2 – Review impact analysis in MS Teams.jpg

 

More collaboration tool support

In addition to Slack, with the ITOM ChatOps Platform adoption, now we confidently claim that both SM ChatOps and UCMDB ChatOps can support more collaboration tools such as MS Teams and Mattermost. Actually, we have partnered with both Microsoft and Mattermost, jointly helping our customers adopt the ChatOps solution.

Here is some additional useful information about MS Teams and Mattermost that you may want to know.

MS Teams is a SaaS collaboration tool, and is free if you’re already using MS Office 365. Additionally, MS Teams is going to replace Skype for Business, and on the Microsoft webpage it says “Teams will evolve as the primary client for intelligent communications in Office 365, replacing the current Skype for Business client over time”. Thus, it sounds like be a good deal for an organizations using MS Office 365.

Figure 3 – Create incident in MS TeamsFigure 3 – Create incident in MS Teams.jpg

Mattermost is an on-premises collaboration tool, and it has its own pricing model including a free option and two other commercial options. Furthermore, it is regarded as private cloud Slack-alternative. With these capabilities in mind, it should be more appropriate to the security-sensitive customers, e.g. financial and banking industry, telecommunications, government sector, etc.

Figure 4 – Create incident in Mattermost Figure 4 – Create incident in Mattermost.jpg

 

ITOM ChatOps Platform adoption

As you may know, our ChatOps journey started with Hubot. Afterwards we developed the ITOM ChatOps Platform on top of Hubot in order to provide a unified ChatOps framework across Micro Focus ITOM.

As mentioned above, after adopting the ITOM ChatOps Platform enabling the integration with MS Teams and/or Mattermost becomes quicker and easier. Besides that, in terms of integration standardization and simplification with various collaboration tools, the ITOM ChatOps Platform adoption brings a lot of extra benefits you can’t miss out on. Some of these benefits include:

  • Authentication improvement for security enforcement
  • Unified APIs, e.g. create/delete channel, invite participants, etc.
  • Response rendering, aimed to translate returned messages into collaboration tool specific representation

Figure 5 – The ITOM ChatOps Platform architecture

Figure 5 – The ITOM ChatOps Platform architecture.jpg

 

Compatibility matrix

The new ChatOps release also updates the compatibility matrix accordingly. Now, SM ChatOps supports SM Classic 9.41 and 9.5x, while UCMDB ChatOps supports UCMDB Classic 10.31, 10.32, 10.33.

You may have your question whether the solution can work with the containerized SM and/or UCMDB versions. We haven’t started to extend the compatibility matrix to the containerized products, but it doesn’t mean it is impossible. It has been captured in the ChatOps roadmap and will be addressed in a following release.

All release content can be found out on Marketplace, SM ChatOps 2.0 and UCMDB ChatOps 2.0. You may have been waiting for it for a while. Feel free to download it and try it now!

Last but not least, if you have any query feel free to raise your questions into the ITSMA ChatOps Forum, and we are happy to provide timely support. And feel free to leave a comment below. We look forward to hearing from you.

About the Author

LeonardoChen

Leo is a Product Manager of HPE Service Manager. With over 10-year experience in the ITIL and ITSM domains, plus 2-year experience in Cloud and Automation solutions, Leo has had factory and field roles in several HPE/HP businesses, including HPE Software and HP Profession Services. Leo has been expert certified in ITIL for several years and accumulated a broad range of knowledge in HPE software integrations and solutions including HPE Smart Analytics big data solution.

Comments
Contributor.

Looks great!
Looking forward to implimenting product at my company early next year.