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The Value of edgeSuite for Metropolitan ITSM Operations

ITSM for Metropolitan cities

The Smart Cities initiative is a framework that is being used to measure key aspects of the IT infrastructure that supports metropolitan cities. A true smart city operates without silos – each ecosystem, be it smart energy, traffic management, or smart buildings all have an interdependency on the other, and very often need to share data and services to make the end-user experience smooth and efficient. Metropolitan cities around the world are faced with the problems created by economic slowdowns, security issues, aging populations, and budget cuts.

Challenges Facing Metropolitan Cities as they move toward a Smart City Model

City commissioners and IT staff of metropolitan cities face concerns with service levels for dozens of critical city services that are used by millions of citizens. Underpinning these services can be an incredibly varied infrastructure. Given the complexity of these infrastructures, it is difficult for support staff to correlate infrastructure issues, find the root cause of a problem, or identify what services were affected. This causes extended performance degradation and outages.  Any large organization with distributed operations spanning multiple groups, agencies or locations has the same challenge in determining how hundreds of thousands of elements relate to the macro services offered to internal and external users.

Enhancing ITSM Systems with edgeSuite

An Information Technology Service Management (ITSM) system that includes the Edge solution provides the end-to-end visibility, control and automation needed to make sense of real-time information and deliver high-quality, uninterrupted services despite tight budgets and headcount constraints. Edge aligns with, and enhances modern Smart City initiatives, simplifying and streamlining the ITSM processes. The Edge solution merges disconnected UIs and data centers into a Single Pane of Glass (SPoG) solution that goes beyond the usual BI dashboard with SSO/SSX and multi-tenancy where it is not native to the underlying tool. This enables metropolitan cities to present self-service portals that allow citizens to pay for city services, access public services, determine eligibility for programs, as well as enabling agencies to share case information for criminal justice investigations, trial preparation and case follow up to improve public safety.

Why use Edge within your ITSM system?

As more cities move to ITSM Systems and seek alignment with Smart Cities initiatives, they need a unified view that streamlines all systems and makes the end-user experience smooth and efficient. edgeSuite empowers metropolitan areas to do just that by providing a Single Pane of Glass for ITSM that is “tried and true” as well as being a vendor agnostic solution that can merge all the tools and systems already in place. Using Edge within their ITSM environment, one major city’s Network Monitoring Team manager reports they were able to “cut down on the low-level noise and make sense of real-time and historical alerts and events that are streaming in every minute of every day.” This provides a new level of business intelligence to enable IT to identify recurring problems and institute proactive measures so as to avoid service-affecting problems in the first place.

Want to Learn More about How edgeSuite helps Metropolitan Cities achieve alignment with the Smart City Model?


ITSM Use Case edgeSuite

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