Leveraging ITSM Automation to Achieve Digital Transformation

Leveraging ITSM Automation to Achieve Digital TransformationThese days everyone is buzzing about digital transformation in business, incorporating mobile, web, SaaS and the cloud to create a more connected and efficient working environment. This change is being driven by customers – both internal and external – that demand access to what they want or need at the click of a button. To remain competitive, organizations must achieve operational excellence and digital transformation is facilitating this. Adding automation into the mix can bring the entire process to the next level.

With all the changes happening in today’s workplace, it’s easy to overlook or sometimes even disregard the foundations of IT service management (ITSM) altogether. But getting away from these principles can be detrimental to whether or not your company is capable of navigating the choppy waters of change and coming out better, stronger and more agile on the other side. Recognizing and embracing the need for innovation and what ultimately supports successful digital transformation is critical. This is where ITSM can really make a significant impact.

Before a company can even hope to become more digital (and therefore more agile), IT must put in place a solid, reliable and well-performing system. A specific, defined and documented service catalog must be developed, service levels must be determined and communicated, and an incident response and resolution strategy must be established. This overall ITSM strategy can then be applied to operations to improve performance and shift from being reactive to proactive, particularly in terms of innovation.

By incorporating ITSM automation into the very foundation of your overall strategy, you can define and provide better SLAs, deliver greater service fulfillment and set up automated incident response and resolution to identify and resolve problems and application issues in mere seconds. As you consistently apply an ITSM automation strategy to application and services, productivity and efficiency will naturally improve. This will provide new opportunities to deliver better value and thereby make your organization more competitive.

Along with improving operations and achieving greater innovation for enhanced product and/or service delivery, ITSM automation can also help keep the organization safer on the cyber security front. Incident response is dramatically shortened because any and all incoming threats are immediately identified, evaluated and prioritized. Those incidents that can be handled without human intervention can be resolved automatically while those deemed critical can be escalated to receive prompt attention from the appropriate party.

Where ITSM automation really differentiates itself from traditional methodology – and therefore better facilitates digital transformation – is in its ultimate focus, which is on the entire process rather than each individual incident. Improved and more detailed documentation can help IT leaders identifies areas of weakness before they have the chance to become exploited. Existing and past policies and procedures can be continually improved to define and create more solid and effective best practices.

The bottom line is this: the closer we come to achieving operational excellence, IT agility and enhanced service management, the better we are able to achieve and maintain optimum customer satisfaction levels – both internally and externally. Adopting ITSM automation can facilitate smooth and successful digital transformation that ultimately elevates the level of competitiveness and solidifies the organization’s position as an industry leader.

Is your company on the right path toward achieving digital transformation? Could ITSM automation be the missing puzzle piece that gets you to your goal? Try it free for 30 days by downloading your trial of eyeShare now.





EBOOK: HOW TO MEASURE IT PROCESS AUTOMATION RETURN ON INVESTMENT (ROI)




Live Webinar: How to Keep your CMDB up-to-date with IT Automation

Robot_with_database.pngCMDB’s can take years to build, and only seconds to break. It’s been estimated that up to 85% of organizations attempting to build a CMDB fail, and one of the most egregious reasons is an overly manual approach.  For example, what happens when assets are added/removed/updated in your network monitoring system, but those changes become too tedious to propagate manually to your ITSM platform?

Please join us on Wednesday, August 31st for a webinar showing how IT Process Automation can ensure your CMDB is up-to-date, no matter how many sources it needs to synchronize with.  We’ll provide a live demonstration of how changes in the Solarwinds Network Configuration Manager are automatically synched with the CMDB in ServiceNow Helsinki.

It’s a highly practical webinar you won’t want to miss!

 

Speakers:

Guy Nadivi, Director, Business Development – North America

Guy Nadivi, Director, Business Development – North America

 Peter Lee, Director, Professional Services

Peter Lee, Director, Professional Services

 

 

 


Space is limited, so be sure to reserve your spot right away. Click here to sign up now!

 

 

The Importance of Communication in ITSM Automation

The Importance of Communication in ITSM AutomationOne of the biggest hurdles those in IT service management face is the misconception that all the necessary tools and information for success are already available, understood and being put into practice. As such, introducing ITSM automation is often met with resistance that hinders progress and impedes the ability to further improve operations. So, what’s the solution? Well, it starts with good communication. To follow are five steps to help establish a foundation of consistent, open and organization-changing communication that will facilitate positive results.

Don’t take on too much.

You don’t have to solve all of your organizational problems in one sitting, so don’t wear yourself or your team out attempting to do so. Define your goals and set manageable milestones, incorporating ITSM automation into the mix. Then communicate those smaller, incremental objectives to the team via open-plan meetings that keep everyone in the loop. Over time, you’ll begin to figure out what works and what doesn’t so you can improve the meeting process moving forward.

Leave management out of the mix.

Obviously having IT leaders heading up key projects is important, but often times – particularly in a group meeting-type setting – having management present can be intimidating, ultimately hindering progress. The goal is to facilitate more open, honest communication and a more positive relationship with ITSM automation, so it may be wise to hold at least some of the scheduled gatherings sans management representatives. When front-line workers are free to express themselves, it can help to identify new and better ways to improve operations.

Keep things short, simple and focused.

The goal of meetings is to improve communication, but if these gatherings drag on and on without clear focus, they’ll have the opposite effect. Remember, the reason for implementing ITSM automation is to make the lives of IT personnel easier and make operations more efficient. Design meetings with the same purpose in mind. Have an agenda and encourage attendees to arrive with their ideas already prepared. A round-robin type setting where everyone has a set amount of time to share their thoughts and sell their ideas can keep things moving smoothly and on schedule to maximize everyone’s time.

Keep the conversation going.

Ideas, thoughts, feedback and suggestions don’t only arise just prior to or during a meeting, so make sure you’re making it easy and straightforward to keep the conversation going by creating an avenue where people can share and engage with one another any time the need arises. It can also be helpful to have a source of documented ideas to refer back to. Some companies use a Wiki or other open-source forum tool. Others use an enterprise social network that is devoted to all things ITSM automation related. Whatever happens to work for your group, get on it.

Take action.

Ideas and suggestions are great, but they won’t do you or anyone else any good until you actually put them into action. By facilitating open communication and inviting your team members to share their thoughts and feedback, you’ll have a pool of valuable data from which to start building out some ITSM automation initiatives. The best part is, when employees see that their voices are heard and that their opinions make a difference, it will further promote and foster communication going forward.

Support your great communication policy with a powerful ITSM automation tool. Request a product demo or download your free 30 day trial of eyeShare today.





5 Ways to level up your service desk using it process automation




Why ITSM Automation is a Match Made in Heaven

Why ITSM Automation is a Match Made in Heaven

To date, both IT service management (ITSM) and automation have been successfully leveraged independently of each other. But what if we married the two? Weaving automation into the service management function can provide enhanced benefits above and beyond what either function could do on its own. In fact, for many organizations, ITSM automation has been a match made in heaven. Here’s why.

ITSM automation improves productivity thereby boosting competitive advantage.

What is the most important component of successful ITSM? The ability to deliver the highest level of service while also keeping expenses as low as possible. In other words, to do more with less. Without automation, this is next to impossible, as it requires a full staff of skilled individuals – something that inevitably costs the organization money. What if you could shift a significant portion of the workflow to machine? Not only would the work be completed faster and with fewer errors, improving output, but it would also free up valuable human capital for a better allocation of resources. This can help your firm far outperform others in the ITSM market.

ITSM automation improves customer experience.

The word “service” is perhaps the most important piece of the ITSM puzzle. The goal of any operation is to maximize customer satisfaction, and the best way to achieve this is to optimize production levels to provide the greatest value to your clientele. Easier said than done? Not necessarily. With ITSM automation, business downtime can be all but eliminated. More uptime means better performance, which leads to greater customer satisfaction levels and a better overall experience across the board.

ITSM helps polish your company’s reputation.

Not only do you want your existing customers to recognize the value of your investment into ITSM, but you want your reputation as a market leader to precede you. This will improve the chances of landing new clientele and achieving your company’s growth objectives. How will people view your brand? How will you stand out in the hyper-competitive marketplace? By improving internal operations through ITSM automation, you can dramatically improve the way your brand is perceived externally as well.

ITSM reduces operational costs to free up capital.

Because the IT field is so saturated, companies must find a way to adopt and provide new and improved service offerings if they are to stay a step ahead of the competition. Unfortunately, this type of innovation costs money, and for many ITSM professionals, excess capital isn’t something that’s readily available. Enter ITSM automation. Because this technology creates a more efficient environment, productivity levels are maximized and performance is enhanced. This more cost-effective model can free up the necessary cash to be reinvested into the research, development and implementation of new business initiatives.

IT service management can make your company run better, but ITSM automation can take it one step further. Isn’t it time that you started taking advantage of these additional benefits for your organization? Get started today with a free trial of eyeShare. Click here to download.





How to Get Critical Systems Back Online in Minutes




Upcoming Webinar: How to Integrate Amazon Web Services with ServiceNow in Minutes

AWS SNOWAmazon Web Services (AWS) is the undisputed leader of the cloud computing market.  According to Gartner,  AWS offers “…over 10 times more cloud IaaS compute capacity in use than the aggregate total of the other 14 providers in this Magic Quadrant.”  Meanwhile, ServiceNow’s best-of-breed cloud-based ITSM platform is undeniably the most prominent vendor in its market and, according to Gartner, appears on client shortlists “…at more than double the frequency of any other vendor”.

 

Clearly these two tech titans rule the cloud, but up until now, it hasn’t been easy integrating AWS with ServiceNow to leverage both of their strengths together on one platform. With eyeShare, however, this is now possible. More importantly, it can be achieved in just minutes.

Please join us on Wednesday April 27th for a live, virtual demonstration of how AWS can quickly and easily be integrated with ServiceNow, enabling an entirely new class of self-service for your end-users.  Using eyeShare’s IT process automation capabilities, we’ll d
emonstrate how resource provisioning requests that burden your service desk can be turned into automated workflows that end-users trigger on their own with just a few simple mouse clicks.

This webinar will demonstrate:

  • Current AWS resource provisioning conventions
  • Integrating AWS with ServiceNow
  • Off-loading AWS requests from your service desk to end users via a self-service portal
  • Fully documenting each provisioning event in ServiceNow

It’s a demo that will leave you dancing in the clouds. But don’t wait – registration is limited and full attendance is anticipated. Sign up now to reserve your spot and discover how easy it can be to integrate these two cloud computing giants and harness their joint capabilities for the benefit of your IT organization.

To register and reserve your spot, please click here.

LIVE WEBINAR: HOW TO INTEGRATE AMAZON WEB SERVICES WITH SERVICENOW IN MINUTES




Ayehu Software to Present at ServiceNow’s Knowledge16 Event in Las Vegas

Banner3April 19, 2016 – Ayehu Software Technologies Ltd., industry leading developer of lightweight, enterprise-grade IT and security process automation solutions will officially be one of the exhibitors at this year’s ServiceNow Knowledge 16 event. The 6 day event is scheduled to take place May 15-20, 2016 at the Mandalay Bay Convention Resort & Casino in Las Vegas, NV.

Representatives from Ayehu will be on-hand to offer attendees – particularly ITSM professionals – live demonstrations of the eyeShare product. Specifically, these demos will provide real-time insight into how IT process automation, when integrated seamlessly with ServiceNow, can create a closed-loop process that accelerates incident management and resolution. The result is a significant improvement in problem resolution time, an increase in service availability, and improved overall IT operational efficiency.

Ayehu eyeShare IT Process Automation, integrated with ServiceNow, provides ready-to-use workflow templates and run-books that extend ServiceNow ITSM capabilities. Instead of manual repetitive tasks and lengthy service desk procedures, users are able to create automated processes in minutes that accelerate incident response and resolution.

The Knowledge16 event offers a 6-day agenda jam-packed with hundreds of interactive activities, demonstrations, hands-on labs, breakout sessions and unprecedented networking opportunities. With an anticipated attendance of upwards of 10,000 participants, this event will be the world’s largest gathering of service management professionals, offering attendees the chance to become a part of shaping the future of the service-centric enterprise.

“We are beyond thrilled to be a part of this year’s Knowledge16 event,” comments Ayehu Co-Founder and CEO, Gabby Nizri. “At Ayehu, we always design our product features with the specific needs of the end-user in mind. Being a part of this ServiceNow conference allows us to connect with our customers and prospective customers on a personal level, which allows us to continue to develop and offer automation solutions that address their true pain points most effectively.”

Ayehu representatives will be located at booth #1829 to offer demos and answer questions. For more information on the event or to register to attend, please visit http://knowledge.servicenow.com/.

About Ayehu

Ayehu technology helps IT professionals to identify and resolve critical incidents, simplify complex workflows and maintain greater control over IT infrastructure through automation. Ayehu solutions have been deployed by major enterprises worldwide and currently support thousands of IT processes across the globe. For more information, please visit www.ayehu.com.



EBOOK: HOW TO MEASURE IT PROCESS AUTOMATION RETURN ON INVESTMENT (ROI)




Taking a New Approach to IT Service Management for Greater Results

Approaching IT service management from a different perspective for better resultsAs it stands today, IT Service Management (ITSM) continues to be viewed as simply part of the IT infrastructure library (ITIL) processes. However, with the looming shift of IT operations from fragmented services to a more end-to-end, service-driven approach, the concept of ITSM is poised to play an increasingly critical role in business operations. In order to successfully navigate this shift toward service, IT professionals must begin to shift their view of what this practice is truly all about and – more importantly – exactly how it will serve their organizations moving forward.

The Origins of IT Service Management

The practice of IT service management was originally intended to deliver a more unified approach to how IT technology services were integrated within an organization as a whole. Rather than managing individual components, ITSM focused on developing a collection of best practice processes (ITIL) and using these best practices to deliver effective, efficient end-to-end services.

Organizations would conduct ITSM audits which analyzed such things as ROI, budget adherence, and the effectiveness of communication, identifying and evaluating risk. The purpose was to identify areas that needed improvement so that IT services could be better honed to benefit the entire organization.

So…what’s missing?

While ITSM is still a respected practice, in order to be truly effective in delivering its purpose, it must evolve along with the changes that IT is experiencing as a whole. What’s missing from the original concept of ITSM is the very end-user – the customer. Internal processes may have been improved significantly, but until these improvements don’t translate to the customer, it won’t be a true victory.

How can IT professionals change their view of ITSM?

In order to optimize ITSM, IT professionals at every level must begin to shift their perspective from strictly internal to also include the potential external benefits. The easiest way to do this is to simply drop the “IT” from ITSM and replace it with automation. This essentially expands the benefit of ITSM from the internal operations of the enterprise to also focus on improving the customer experience through the delivery of faster results, higher quality service and at a much more attractive price. Internal processes are streamlined and made more efficient, while external service levels are also improved.

If businesses are going to be successful in the future, they must leverage the evolving technology available to them to truly deliver the unique and unparalleled experiences that their customers are seeking. Adjusting the concept of ITSM to incorporate automation into the mix will accomplish this goal, providing the competitive advantage needed to thrive in the coming years.

Want to learn more about how automation can position your organization for future success? Experience it for yourself today by downloading your free trial of eyeShare.





10 TIME-CONSUMING IT TASKS YOU SHOULD AUTOMATE!




How IT Automation Might Just Save Your Job

How IT Automation Might Just Save Your JobThe thought of automation strikes fear in the hearts of many IT professionals. After all, isn’t shifting tasks to software going to force them out of a job? Are computers going to eventually replace the need for human workers altogether? Before you run for the hills or bury your head in the sand, hoping that automation will become a thing of the past, we’ve got great news for you. IT automation isn’t something to be feared by IT professionals. In fact, it can actually provide you with something that is becoming more and more uncommon, particularly in the IT world: job security.

The White Elephant in the Room

What is it about automation that makes otherwise highly intelligent, forward-thinking people become so apprehensive about change? The thought process typically boils down to this: IT automation allows you to do more with less, and to save a tremendous amount of time. For this very reason, many IT professionals become concerned that something that can essentially cut their work in half could inevitably make them obsolete. This has become an even greater concern in recent years, given the unstable economic climate. If your job can be accomplished in half the time, won’t your employer view you as more expendable? The long and short of it is, no. In fact, nothing could be further from the truth!

It’s About the Big Picture

Those IT professionals who view automation as a threat to their own livelihoods are simply failing to see the big picture. They’re also selling themselves and their own talent short. If you think about how many day to day tasks go undone because there simply isn’t enough time, and couple that with the fact that highly skilled professionals are wasting valuable time and resources doing simple, repetitive tasks, what are you left with? A less than efficient operation that is not utilizing the skills and abilities of its workforce. How is this good for any business?

Automation is So Much More than a Time Saver

Another problem that perpetuates the idea that IT automation is somehow going to be a threat to human IT professionals is the idea that it is simply there as a way to save time. While this is certainly one of the biggest benefits of automation, it’s far from the only purpose. For instance, automating things like incident management can eliminate human error and vastly improve service levels. This can improve the way your entire organization functions – not just the IT department. It can also help your business remain compliant with all of the various regulatory entities to whom you must answer.

Limitless Possibilities…

Finally, but perhaps most importantly, is how IT automation can actually improve the success of IT professionals, and provide job security in an uncertain environment. If those who view ITPA as a threat would take a step back and envision all of the things they would be capable of accomplishing if they were no longer bogged down by the day to day repetitive and time consuming tasks, they’d suddenly see automation for what it’s really worth. Instead of focusing on these mindless routine activities, IT professionals could spend their time improving their skillset and furthering their careers to become even more valuable to the businesses with whom they work.

In other words, IT automation isn’t there to replace you; it’s there to catapult you into a more successful future.

What it ultimately boils down to is this: you have two choices in your career. You can put up a wall and resist the inevitable shift toward automation, or you can embrace it as a powerful tool that can enhance your value as an IT professional. The more valuable you are, the more your work will be appreciated and respected, and the better compensated you’ll become. The choice is yours. Don’t get left behind. Let automation take you and your career to the next level.

Ready to embrace IT automation and provide your job with an added level of protection?  Click here for your free trial.





IT Process Automation Survival Guide




The Benefits of ITSM Automation

Benefits of ITSM AutomationWhen it comes to the IT service management, the one universal objective all players have on their plate is that of making business processes as efficient as possible. This is not an easy feat by any stretch of the word, yet it’s absolutely critical if an organization is to maintain a steady level of success in such a highly competitive field. More and more IT professionals are realizing that the adoption of ITSM automation can help them quickly innovate in order to meet their overall business goals. Here’s why.

IT service management professionals face many challenges that can hinder their ability to achieve and sustain optimum performance. These obstacles include everything from lack of a clear ownership of tasks and initiatives to subsequent frustration due to inflexibility or poor adaptability. They also often face issues due to lack of relevant metrics needed to conduct in-depth assessments for the identification and documentation of best practices.

ITSM automation provides the solution to these and many other challenges. It also happens to be the most cost-effective tool for achieving a greater degree of efficiency, remaining in compliance and maintaining both speed and consistency across the entire organizational infrastructure – all while reducing costs at the same time. Furthermore, the right ITSM automation tool can provide more control and better visibility so that ownership and accountability are no longer an issue.

So what’s standing in the way? Given these obvious and highly impactful benefits, why haven’t more IT organizations adopted process automation for their internal operations? Well, one of the biggest reasons is the gap that exists between traditional ITSM solutions and today’s automation products. Additionally, many ITSM products were originally developed to focus primarily on data management more than process orchestration.

Because of this disconnect, and the resulting lack of flexibility, visibility and extensibility, many IT organizations have adapted by piecing together their own make-shift ITSM solutions, using multiple platforms that often do not integrate well with one another. Not only is this inefficient, but it also comes at a high cost thanks to the ongoing licensing and development needs. Furthermore, these mish mashed systems do not contain any built in ITSM-specific functionality. Instead of achieving better performance, the result is often frustrated staff wasting time duplicating work that the right ITSM automation tool would have already built in.

For optimum results, IT organizations must consider the adoption of a more well-defined and specially oriented automation product. The new class of ITSM automation solutions are feature-rich and designed to support the unique needs and challenges of the service management industry. Not only can these types of tools expedite and expand the automation process, but also improve other areas of difficulty, such as process modeling, reporting, compliance, visibility and scalability – all without sacrificing data management.

Want to learn more about how ITSM automation can optimize your organization’s performance?

Why not experience it for yourself?

Start your FREE 30 day trial today!





5 Ways to level up your service desk using it process automation




IT Process Automation: Think Delivering Faster, Cheaper and Better IT Services is Impossible? Think Again!

IT process automation makes delivering better, faster and cheaper IT services possibleWhile IT professionals certainly embrace technology as an integral component of the ongoing success of any business, the “powers that be” view technology as simply a means to an end. High level management and other stakeholders in the organization don’t care about the driving force behind what’s making the company run efficiently and productively – they really just care about the results. The ultimate goal is to continue to deliver a high level of IT Services in a way that is faster and less expensive. How do I&O leaders accomplish this without having to reinvent the wheel? By prioritizing service management and IT Process Automation. Here’s how.

Identify

The first step in prioritizing automation for IT Service Management (ITSM) is identifying the key areas within the organization that need to be addressed – the pain points, if you will. What areas are causing the most significant delays, expenses, and general frustration both internally and externally amongst customers? The problem with service management is that the customer focus has somehow become lost along the way. To be successful, IT professionals must begin to regain that focus and realign their planning to match up with the needs of the customers.

Design

Once the areas that present the most need are identified, IT professionals can set to work designing and developing the most effective solutions to meet these needs. In many cases, automation will be a key factor in streamlining operations and making the business run more efficiently as a whole. The more efficiently run the business, the better the output and service levels for the customer, so it’s a win-win. Not only can individual tasks be automated, but entire manual workflows can be designed to address whatever unique barriers were holding that particular business back from becoming more successful.

Implement

With the right plan in place, implementation should be a breeze. That’s why the first two steps are key. New processes and workflows can be rolled out, first in the IT department, then across all lines of business to create a more efficient operation overall. The concept of each department as a separate entity should be replaced by a more unified approach where IT departments and other teams work together toward a common goal (as we pointed out in our recent article about DevOps and IT Process Automation.)

Optimize

The last step in the process is an ongoing one, and that is to continuously monitor, measure and analyze the outcomes to ensure that they are consistently optimized. IT personnel must ensure the ongoing availability and quality of business services, both within the organization and externally. Not only should they ensure that previous processes and workflows are still being run at the highest level of efficiency and improved productivity, but they must also work proactively to ensure continuous improvement moving forward.

Essentially, service management and IT Process Automation go hand in hand and are critical in streamlining and optimizing the operations of any business. Yet simply understanding and embracing this concept isn’t enough to make the process a success. IT professionals must learn to prioritize the process and execute it in the most effective and efficient way possible to achieve the ultimate goal of improving the quality and timeliness of IT service delivery. This will better ensure that the “powers that be” see the ever-important results that they rely so heavily on and keep the business plugging on toward future success.

Could IT process automation be the boost your IT department needs to achieve unprecedented success? Find out now by downloading your free 30 trial of eyeShare.





IT Process Automation Survival Guide