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Where does this fit with the new Service Manager chat functionality?

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Stuart Crann
Trusted Contributor.

Where does this fit with the new Service Manager chat functionality?

We've seen before with the major ITSM Tools vendors that these kind of tools are definitely popular at the moment.

However, they often integrate, or have the same look and feel, as end user chat.

Does this complement what's now available in SM 9.50?

1 REPLY
LeonardoChen
Trusted Contributor.

Re: Where does this fit with the new Service Manager chat functionality?

Hello Stuart,

Thanks for your question!

The main differences between SM ChatOps and the native SM Chat feature include

  • ChatOps is able to seamlessly integrate with a broad range of tools (please refer to this page for more chatbots) and bring relevant real-time info into collaboration channels. So people no longer need to switch between various tools to collect required info and execute necessary tasks, instead, they can just ask chat bots to do that while staying at collaboration channles.
    • Slack, the integrated collaboration tool, is also available as moible app, which means we can easily invite a person who is not available in the front of computer or laptop (logging into SM) but is using Slack mobile app (no need to log into SM). It implies the conversation can be extended to more audiences anytime anywhere,

Hope it helps clarify.

 

Best Regards,

Leo