Case Study: Convergys achieves targeted alerts and faster incident resolution with xMatters

Convergys Integrates xMatters with HP Service Manager to Enhance IT Notifications

Convergys, a global leader in customer management with nearly 75,000 employees handling billions of interactions each year, faced an IT notification problem: a manual process for sorting alerts from dozens of systems flooded technicians with often-irrelevant messages, made it difficult to find the optimal support contact, and increased incident resolution times.

Convergys integrated xMatters with HP Service Manager, creating targeted triggers, workflows, and on-call assignment/escalation rules so HP Service Manager sends predefined information to xMatters, which then determines when, how, and to whom to deliver alerts. The solution automated relevance-based routing, ensured only the right person is notified, improved response times and helped Convergys meet SLAs.

Convergys