Discipline of handling incidents and work items, along with the products that support it, such as ServiceNow or SCSM. Azure Monitor action groups connect to these systems with an ITSM action or a Secure Webhook.
Also called IT service management.
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In the Ultra Transcenders books
AZ-104SC-500AZ-900DP-750AZ-400AZ-802ALZ
Each book explains ITSM in context, with comparison tables and the common traps.
Terms in this definition
- System Center Service Manager
An on-premises System Center product handling ITSM incidents, problems and changes. Azure alerts can open work items in it by way of ITSMC.
- Azure Monitor
Observability platform for Azure that brings together metrics, logs and traces from both Azure and hybrid resources so they can be analysed and alerted on.
- Action groups
Sets of notification and automation targets in Azure Monitor that an alert calls when it fires. Detecting the problem is the alert rule's job, not theirs.
- CONNECT
In SQL Server, the right to open a connection to a database. Fabric's equivalent is Read permission on an item, which allows connecting to a warehouse or SQL endpoint but not querying anything in it.
- Secure Webhook
Calls an endpoint secured with Microsoft Entra ID from an Azure Monitor action group; basic authentication can't be used. It supersedes the IT Service Management Connector for BMC Helix and ServiceNow.
Related terms
- IT Service Management Connector
Lets action groups in Azure Monitor open tickets or other work items in an external ITSM tool; it is set up inside a Log Analytics workspace, where it establishes the ITSM connection.