Taking DevOps Through the Eye of IT Process Automation

DevOps Through the Eye of IT Process AutomationSince the adoption of IT operations into the business world, the longstanding debate has been whether or not the gap between those developing the programs and processes and those on the operational end of the spectrum would ever sufficiently be bridged. The theory is simple: if we can improve communication and the overall collaboration between the two, we can achieve greater operational efficiency. Hence, the DevOps movement was established and become the driving force behind making IT process automation movement successful.

It’s All About Collaboration

The goal of DevOps is simple. It’s to break down the barriers of communication between IT departments and teams and facilitate a productive, collaborative work environment that encourages everyone to work together, rather than individually. Studies have consistently shown that when the various departments within a business cooperate and work together, the result is a higher level of productivity, fewer errors and a faster, more efficient turnaround on projects.

DevOps is a Verb, Not a Noun

Over time, the DevOps movement has evolved and developed into much more than just a connection between two teams. It’s become a concept that is being embraced and applied across entire organizations. After all, when something is working so well, why wouldn’t you want to expand on that to see the same benefits in other areas? When different departments throughout the enterprise come together, they not only understand the need for processes, as well as the concepts behind them, but they also develop a more comprehensive understanding of what works best for the company as a whole, not just their own department. It is the concept of DevOps applied organization-wide for optimum results. It is an action, not a result.

Collaboration and Automation Go Hand in Hand

The goal of IT process automation is to address the specific pain points within the organization and overcome them.  By working together as a cross-IT-departmental group, DevOps can quickly and accurately identify inefficiencies in the various processes across the organization and eliminate them. Once identified, specific tasks and workflows that were once manual can be shifted to allow technology to do the heavy lifting. Now, instead of wasting time on repetitive day to day tasks, personnel are freed up to focus on more important, critical business matters. Essentially, IT automation promotes a culture of collaboration, which is the very foundation of the DevOps movement.

The future of operational efficiency is here, and the answer is DevOps. But you cannot achieve the goals set forth in the DevOps movement without IT Process Automation.

If you’re ready to implement this concept within your own organization, the time is now.

IT Process Automation Survival Guide

How the Right IT Process Automation Tool Can Help You Get More of Your Data Center

How the Right IT Process Automation Tool Can Help You Get More of Your Data CenterYou may think that when it comes to running an efficient data center, the more bells and whistles you have at your disposal, the better. Unfortunately, the opposite is true. Too many systems that are either independent, inconsistent, or both, can end up complicating the infrastructure and make managing even the smallest tasks more difficult than necessary. Implementing the right IT process automation tool and adopting some best practices, on the other hand, can bridge existing systems and departments and create a more efficient, effective and successful data center. Here’s how.

The major hurdle many IT professionals still face today is that of deeply rooted silos. This problem arose from what was originally thought to be a solution. Each department or team would determine its individual needs and then bring in a specific tool to meet those needs. What resulted was a huge number of standalone solutions that did not work well together. Instead of a well-integrated system, data centers were left with a complicated mess that was unconnected and ineffective.

Not only does having this type of set up cause more unnecessary work for data center professionals, but it can actually stunt the ability for the company as a whole to develop and implement an overarching automation strategy. That’s because most of these independent tools do not communicate, collaborate or integrate with one another. The ultimate goal of any data center is to achieve maximum efficiency, which is just not possible without a sophisticated IT process automation tool that can bridge these gaps and pull everything together.

Today, automation can work wonders for an organization in any industry, but only if it’s designed to work toward “big picture” goals. Rather than solving one specific problem, the right ITPA tool should be able to interface with existing systems and enhance their capabilities. For example, integrating an automation product with a network management tool like SolarWinds Orion can provide an end-to-end solution that pulls together processes and makes everything run more smoothly.

If your data center is still dealing with a more fragmented approach to IT Process Automation, you’re most certainly not alone.

Moreover, it appears to be a problem that’s growing, rather than lessening. In fact, according to a recent Gartner report, the number of large enterprises that will have at least 4 automation products in place at once is expected to rise from 20% to 75% by the year 2017. Another challenge lies in the way automation is viewed: often as merely a means to make scripting easier, rather than leverage its power to automate complex workflows and processes.

The ultimate goal, both in the present as well as the future, is to change the way IT Process Automation is being used and maximize its capabilities. Organizations will need to streamline their I&O strategies to focus on the many benefits that the right IT process automation tool can provide. A dedicated team of automation professionals should be assembled and they should conduct a thorough audit to identify areas where automation can improve operational efficiency and ultimately help achieve the strategic goals of the business. Finally, a good amount of research should be conducted to determine which IT process automation tool is the right fit for the needs of each organization.

The data center of tomorrow will be much more efficient and effective, thanks to IT Process Automation.

Could your data center use a boost?

IT Process Automation Survival Guide

IT Process Automation is the Way of the Future – Don’t Get Left Behind!

IT Process Automation is the Way of the FutureLet’s face it. IT Process Automation is not going away. In fact, with industry forecasts predicting IT spend to increase to $258 billion over the next 7 years, it’s only getting bigger. Add to this the ever improving and evolving technologies, and the incredible benefits automation can have on businesses of every size and it becomes abundantly clear that automation is here to stay. So what does this mean for IT professionals? How will the increasing utilization of IT Process Automation technology affect performance, job security and their future success?

Automator vs. Automated

The very thought of increased automation makes many technologists and IT professionals nervous, wondering if their jobs are slowly being replaced by software and programs. This is nothing new, as technological advancements have long been viewed by many as a threat to the human workforce. Those that survive and thrive are the ones that learn to adapt and embrace the changes as they come. Rather than fight the inevitable – that automation is going to increasingly be used to drive business growth – IT professionals must learn to ride the wave and become an automators. Otherwise, they will become automated.

The Best of Both Worlds

Before you panic, pack up your desk and head to the unemployment line it’s important to remember that the data center is not going away. It’s the way these operations are run that will change. As we move forward into the future, traditional IT infrastructure will begin to merge with cloud technologies. As this happens, some jobs will inevitably become obsolete. However, several new and exciting roles will begin to emerge. In order to remain marketable, IT professionals will have to develop new skills and become more versatile and well-rounded.

There’s Plenty of Opportunity

As mentioned previously, the increasing use of IT Process Automation to drive business growth will undoubtedly create several new opportunities for IT professionals. What it all comes down to is perspective and the desire to evolve along with the changing times. For instance, with IT automation in such high demand, automation architects will be needed to help design and configure the behind-the-scenes technology. And with the emergence of more third party vendors and suppliers within the marketplace, there will be an increased need for dedicated managers to monitor and facilitate those relationships. So, while it is inevitable that the need for some IT positions will dwindle, there will be ample opportunity in other areas for those that are willing to change.

When the automotive industry began shifting from basic mechanical parts to high-tech computer engines and electric cars, mechanics that did not adapt found themselves left behind. Meanwhile, those who developed knowledge and new skills to accommodate the changing needs of vehicle owners remained successful.  Like it or not, the way of the future for IT includes automation. Rather than viewing this transition as a threat, technologists and IT professionals should instead learn to embrace and adapt to these changes, and become a part of this exciting industry transformation.

IT Process Automation is the Way of the Future – Don’t Get Left Behind!

IT Process Automation Survival Guide

Big Data and IT Automation – A Match Made in Heaven

Big Data and IT Automation – A Match Made in HeavenOver the past several months there has been a lot of hype around ‘Big Data’, yet many IT professionals are not familiar with exactly what this term means, and particularly what it means for them. Let’s take a moment to examine just what Big Data is, and furthermore, how automation can drive Big Data to achieve successful results. In other words, how can you combine the value of IT Automation (actions/responses) with Big Data (insights/results) to really benefit your organization?

What is Big Data?

Wikipedia defines Big Data as “a collection of data sets so large and complex that it becomes difficult to process using on-hand database management tools.” In simplest of terms, Big Data is an all-encompassing term that is used to describe the growth, availability and use of information. The challenge lies in how businesses can capture, store, share, visualize and analyze this information in a way that is both efficient and effective.

In 2012, the IT research and advisory firm Gartner updated its definition of Big Data as “high-volume, high-velocity, and/or high-variety information assets that require new forms of processing to enable enhanced decision making, insight discovery and process optimization.”

What Does Big Data Mean for Infrastructure Professionals?

By all predictions, Big Data will play an increasingly important role for infrastructure professionals. First and foremost, there will be a steady increase in the amount of data you’ll be working with, and it will be kept longer and be more valuable than that which is currently being archived. Additionally infrastructure professionals will need to:

  • Acquire more skills in things like programming, data science, math and statistics
  • Develop new real-time techniques for accessing, securing, moving, analyzing, processing, enhancing and visualizing data
  • Change thinking from the concept of “data to function” to moving “function to data”
  • Use or develop specialized capabilities for different types of processing
  • Develop orders of cost-effective infrastructure which places an emphasis on data movement, bandwidth and metadata management, which will become increasingly important.

With Big Data, the cloud will become the primary platform for computation and storage, and data will be driven by social networks and mobile devices. Infrastructure professionals will also have the opportunity to create new data products and to separate data from applications. The bottom line is, Big Data is going to bring big changes to business, social and personal life.

How does IT automation fit into the picture?

It’s becoming increasingly evident that traditional data management methods will simply not be adequate to handle all of the changes that Big Data has in store. So, what’s the solution? IT Automation will provide the answer by allowing for cost-effective data management and protection. For instance, structured and unstructured data protection activities, such as the collection of sensitive metadata, determining who owns that data and who should and shouldn’t have access to it will provide the opportunity for automating authority and taking actions (response to security events, audit failures and more). This will allow IT managers to control over the entire data management, access, classification, authorization processes and entitlements, making Big Data much more manageable.

There’s no doubt about it – the shift to Big Data is happening, and IT professionals must take heed and prepare. By embracing automation, you can be proactive and ready to manage whatever volume of data comes your way. Most importantly, you’ll be able to do so in a way that is cost-effective and an efficient use of resources.

Are you ready for Big Data?

IT Process Automation Survival Guide

Attention IT Professionals: Too Much to Do and Not Enough Resources? Try IT Process Automation

Attention IT Professionals: Too Much to Do and Not Enough Resources? Try IT Process AutomationOver the past few years there were two main topics that came into focus in IT organizations which created cutbacks both in IT budget and human resources. Caused mainly by the shaky economy, these cutbacks have created great concern over who was going to step in to fill the jobs and complete the work that still has to be done – and with no change in the economy on the near horizon, these concerns still widely exist. Here are some of the main concerns and how IT Process Automation can fill the gap.

“There is more work to be done by fewer people.”

It’s sad but true. With businesses of every size and industry feeling the pressure to cut back and tighten the belt on labor costs, many IT departments are facing having to manage the same workload with fewer people to do it. IT Process Automation provides a solution to this very real problem by allowing technology to handle many of the time consuming manual tasks.

 “New employees are not being recruited, forcing us to run short-handed. Now we must work harder, more efficiently and cover more domains expertise.”

With businesses focusing on lowering expenditure, many have implemented an indefinite hiring freeze, leaving current employees to handle growing needs. Instead of being stretched too thin, IT professionals can turn to IT Process Automation to take care of many of their repetitive and routine day to day tasks. This frees up IT personnel to be able to learn and develop more advanced skills.

“We are under a great deal of pressure to deliver more and faster, while not being given any new resources.”

The growing demands on IT professionals can make the job seem overwhelming, but with automation it doesn’t have to be. In fact, IT automation offers solutions that can help organizations truly capitalize on their scarce IT resources while also dramatically reducing downtime and improving service levels.

“Most of the knowledge is walking out the door due to layoffs and open positions not being filled, while new help is inexperienced.”

Another big problem many IT departments are facing is the inability to properly train newer staff members due to lack of time or resources. When every available person is busy plugging away at labor-intensive and time consuming tasks, there’s no time left over to bring others up to speed on the growing and changing needs of the organization. When IT Process Automation is leveraged for many of these routine tasks, senior staff has more availability to focus on key training initiatives, improving the overall performance of the department.

These days, organizations of every size are faced with the demand to do more with fewer and fewer people. They’re also facing the fact that hiring freezes and reduced workforce mean fewer trained professionals to work with. This is particularly the case in the specialized field of IT operations. IT Process Automation presents the ideal solution to all of these needs by eliminating labor-intensive manual interactions, automating key processes such as system, network and application tasks, and freeing up IT management to focus on key issues that improve both internal training and external service levels. The result is a highly efficient and cost-effective operation that contributes to the ongoing success of the business as a whole.

Learn how IT Process Automation can help streamline your organization.

IT Process Automation Survival Guide

Aligning IT Process Automation and Self-Service Investments to Meet Business Requirements

Aligning IT Process Automation and Self-Service Investments to Meet Business RequirementsOne of the most powerful tools an IT department can leverage is that of self-service options. Not only does this empower everyday employees to be able to handle many of their own needs without having to contact the help desk, but it also vastly improves productivity and efficiency of IT operations. IT Process Automation provides the ideal solution to be able to leverage self-service investments for your own organization and furthermore align them to help achieve your strategic business goals.

To successfully implement such a strategy, IT must first develop balanced score cards (BSCs) to determine the specific business goals that are to be achieved. These BSCs should have four main aspects: financial, internal, customer, and learning and development (L&D). The goal is to map out IT Process Automation and self-service initiatives using these four aspects so that specific business impacts can be identified and worked toward.

A great example of this would be self-service password resets. Believe it or not, this task alone comprises 40% of the service calls that are fielded by help desk representatives on a daily basis. Imagine the time it takes to handle these simple, menial tasks taking up almost half of your IT department’s daily activity. Now, imagine if that task could be automated and handled by the end-user. That way, your personnel would be freed up to focus on more critical aspects of their jobs – and things that are specifically aligned with your company’s strategic objectives.

Let’s examine in further detail how IT Process Automation and self-service can further impact your organization. Consider for a moment the average cost of a help desk call. According to the global research firm Gartner, the average cost of a help desk call in 2014 was $17.88. Taking the total number of password reset requests received during that year and multiplying it by this average cost will demonstrate just how much this one simple task is costing your organization.

Another way to quantify this expenditure is to calculate the total costs associated with each of your help desk associates (salary and benefits, including bonuses, stock options, etc.). Multiply that total cost by the 40% figure indicated above. This will help you determine how much you’re spending on an annual basis just on password resets alone. According to Gartner, the average total cost of a help desk associate, including all other perks and benefits, is $80,012 per year. That would mean that for each employee, you’re paying $32,005 to have passwords reset.

Certainly one of your business goals is to maximize resources while minimizing expenditure. By leveraging IT Process Automation and self-service options to handle even just the one task of password resets, you can dramatically reduce operating costs and improve efficiency at the same time. Of course, this is just one small example of how IT Process Automation and self-service initiatives can have a significant, positive impact on your business.

Are you leveraging this powerful tool for your own IT department? If not, the time to do so is now!

Download your free 30 day trial today and start realizing the savings IT Process Automation can have for your business.

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

Why email alerts from monitoring tools no longer cut it

TWO-WAY-SMSRelying on email alerts for critical for notification and escalation can be risky. SMS is a much more effective tool for IT Managers.

As an IT Manager, you probably get hundreds of emails a day, not to mention those from your monitoring systems, which “flood” your mailbox all day, every day. With so many incoming communications, it can be challenging and time consuming to distinguish between what is and isn’t important. This creates the inevitable risk that the moment a real problem arises, you might very well miss it. For most organizations, this is simply not acceptable, but it’s par for the course with email notifications. So, what’s the solution? Simple: it’s time to consider changing the way you receive your alerts.

There is a great way of getting those important high priority alerts to your mobile, which both hastens the alert and escalation process, and allows you more flexibility to manage your busy day to day duties. Instead of relying on email, which can hinder your mobility throughout the day, you can instead receive SMS text messages directly to your mobile device. Doing so is simple and fast – you can be up and running in just moments!

When you connect your monitoring systems to SMS, you can effectively streamline your entire communication process, including:

  1. Setting up your alerting/monitoring system to send notification via SMS
  2. Escalating important alerts via SMS to business users and managers
  3. Using two-way SMS notification for receiving acknowledgements and allowing quick response
  4. Preparing pre-configured processes that will allow you to remediate incidents just by replying via your mobile device

As an example, the eyeShare IT Process Automation tool can easily be integrated with Solarwinds Orion to provide closed-loop network management and process automation at one single point. This allows you to automatically remediate network problems using remote execution tasks. Workflows can be triggered by alerts, and, upon successful process execution, events are sent back to close the loop and update the status.

With this advanced integration, you can:

  • Automate all of your alert notifications and escalations to be sent via email, SMS and phone calls (all three, if desired)
  • Open, update, and close tickets in service desk tools via automated workflow
  • Reduce resolution time of network and system alerts
  • Empower Level 1 and Level 2 operators to resolve more incidents, quickly and remotely

With technology changing and improving almost daily, it’s no surprise that some of the things we once relied so heavily on over the past several years are beginning to be replaced by newer, more efficient and effective tools. While email is still widely used, it can be a dangerous game of hide and seek when it comes to managing critical notices, particularly for IT Managers and NOC Managers. Two-way SMS messaging provides a much more efficient and timely way to receive important notifications and escalations. The time for change is now, and for many busy IT professionals, the way to go is SMS.

How to Get Critical Systems Back Online in Minutes

Ayehu Recognized in Gartner’s IT Process Automation Market Guide

Ayehu Software Technologies Ltd., industry leading developer of stand-alone, enterprise-grade IT Process Automation product eyeShare™  is pleased to announce its inclusion in the recent release of Gartner’s IT Process Automation Market Guide (23 March 2015  – #G00264762 – Analyst(s): Robert Naegle | Michelle A. Brosnahan). Ayehu was among a select few companies chosen as representative of the market by Gartner.

The guide was created due to the ever-growing demands upon IT infrastructure & Operations leaders to continually increase performance without increasing staff or other costly resources. IT Process Automation is becoming a necessity for organizations in every industry, and there are several players in the field to choose from. In recognition of this, Gartner’s report further defines the IT Process Automation market and reveals key offerings across five separate market segments.

According to market recommendations within the Gartner guide:

“While the ITPA market is mature, it continues to evolve in technology approaches. Vendors continue to emerge with honed content as well as more general capability. The most significant challenge of this market is that every tool can be used for a broad set of use cases, but without vendor-supplied content, IT staff will take on the role of a workflow designer and developer. IT organizations must understand their automation requirements. ITPA tools will increasingly act as tool-to-tool integrators and centralized hubs that orchestrate multiple automation tools and process workflows.”

The Ayehu eyeShare™ product fulfills these needs by helping MSP’s, IT Operations, and Security Operations identify and resolve critical incidents up to 90% faster, minimizing their negative impact, and freeing up precious time for overworked staff. As a result, this not only significantly improves efficiency and productivity, but can save as much as 70% in labor costs. eyeShare™ has been successfully deployed at major enterprises across the globe and is currently supporting thousands of business users.

“We are thrilled and honored to be recognized in such a prestigious publication and by such a highly-respected industry thought leader,” comments Gabby Nizri, Co-Founder and CEO of Ayehu. “Over the past several years, we’ve worked tirelessly to establish our product as one of the premier IT Process Automation solutions on the market. It’s rewarding to see our hard work pay off like this and we look forward to helping many more organizations automate their repetitive, labor-intensive IT functions in the most efficient and cost-effective way possible.”

To read the full report, click here: IT Process Automation Market Guide.


About Ayehu

Ayehu Software Technologies Ltd. develops and markets eyeShare™ , an enterprise-class, stand-alone IT Process Automation solution. Deployed by major enterprises worldwide, it’s ready to handle thousands of IT processes out-of-the-box. eyeShare™ cuts the manual and repetitive tasks out of your IT operation, automate simple and complicated tasks, free up scarce manpower resources, and measurably improve service levels.

please visit www.ayehu.com

How to Get Critical Systems Back Online in Minutes

Minimizing Mean Time to Resolution (MTTR) with IT Process Automation

Any seasoned IT professional will tell you that one of the biggest challenges they face in their day to day job is reducing mean time to resolution (MTTR), or the amount of time it takes to get key systems back up and running after an incident. Down time in any industry can have a significant impact on both internal operations and external service levels. And the longer it takes to get things resolved, the worse the problems can become. IT process automation can make minimizing MTTR even easier and more effective.

Managing mean time to resolution involves 4 main steps:

  • Identifying the problem
  • Uncovering the root cause of the problem
  • Correcting the problem
  • Testing to verify that the problem as successfully been resolved

How quickly you can achieve the first step will ultimately depend on the quality of the monitoring system you have in place. Having a basic system can only get you so far, but leaves a lot of room for costly error. Depending on how many incoming alerts your organization fields, staying on top of them can be too much for a small IT department. That means serious issues could slip through the cracks and cause major problems down the road. Enhancing your system with IT Process Automation can create a highly effective, closed-loop solution, ensuring that all critical incidents requiring attention are received and prioritized accordingly.

Once an incident is identified, the next step is determining its root cause. This is the costliest part of the MTTR equation because it takes time, resources and manpower. Obviously, the more serious the issue, the more quickly it needs to be addressed. This may require “all hands on deck” to help uncover the cause so it can be corrected. It’s also important that there is visibility and accountability at all times throughout the process. Who is handling the problem? What steps have been taken so far to get to the bottom of it? Has anything been missed? Again, automation can offer this by providing real-time status of incidents, ownership, severity and priority in one central dashboard.

As soon as the problem has been properly diagnosed, the third step is taking the necessary actions to resolve it as quickly and effectively as possible. With most incidents, time is of the essence, so developing a solution is critical. One of the biggest benefits of integrating automation into your incident management process is that it can actually predict Mean Time to Resolution based on historic events. This can provide a guideline for the resolution process and alleviate some of the stress that naturally arises during a downtime. The IT team will be able to work quickly and efficiently to implement a solution that will get systems back up and running fast, limiting the negative effects on the company.

The final step in the MTTR process is testing to ensure that the problem is, indeed, resolved. It’s also important to assess each process to identify areas that can be improved. Being proactive can help to understand the best way to deal with similar incidents and can even help to avoid them completely.

In conclusion, managing the mean time to resolution process involves careful monitoring and the right tools, specifically IT process automation. This can provide the most timely and effective response and a faster overall turnaround, thereby reducing or even eliminating impact on the business. If your current incident response system isn’t producing these results or you’d like to learn more about how ITPA can dramatically reduce your MTTR, call us today at 1-800-652-5601 or download a free 30 day trial.

How to Get Critical Systems Back Online in Minutes

CIO – Can Changing IT Staff Compensation Structure Improve Organization’s MTTR?

compensationAre your IT personnel currently being rewarded for accelerated incident resolutions?  If not, this could significantly improve your mean-time-to-resolution (MTTR), by including rewards that incentivize your Level 1 and Level 2 technicians to quickly respond to and resolve issues.  Once MTTR becomes established as a benchmark metric for your team, additional improvements can be achieved via IT process automation.

Why is MTTR so important?

Consider for a moment that 86% of companies suffer some type of system outage each year. Furthermore, the 2012 Acronis Disaster Recovery Index survey conducted by Acronis and the Ponemon Institute revealed that such an outage can cost a business an average of over $366k annually. Managing such an outage and bringing critical systems back up as quickly as possible is fundamental to successfully restoring business operations back to normal.

In order to improve MTTR, IT managers must find a way to drive home the importance of quick response and timely incident resolution to front line employees. What’s the best way to do this? Incentivize.

Here are a few ways you can motivate your team:

  • Set key performance indicators (KPIs) at both the team level and the individual level that are clear, specific, and measurable.
  • Offer varying rewards that include a mixture of cash incentives as well gifts and other non-monetary perks. Different people are driven by different things, so add some variety.
  • Don’t discount the value of flexibility itself as a reward. The ability to work from home or on flexible schedules can often be enough incentive to improve performance.
  • Keep the entire process transparent and conduct regular performance reviews. The IT industry in and of itself is defined by specific causes and effects, and those who work within tend to be analytical and results-driven. Make incentives clear and attainable and measure progress regularly for optimum results.

These are some of the ways you can make an incentive program successful. Now, let’s take it a step further and look at what specific metrics should be included in that incentive plan.

  • Response Time – Amount of time it takes for a caller or live chatter to actually connect with a support agent
  • Average Handle Time (AHT) – The average amount of time support spends handling calls or chat sessions
  • First Call Resolution Rate (FCR) – The number of incidents that are resolved on the first call or session
  • Escalation Rate – The number of incidents that are escalated to upper tier levels
  • Service Level Agreement (SLR) – Whether specific service levels, such as promised resolution timeframes, are being successfully and consistently met 

Of course, each IT group may have additional metrics, based on the specific roles and needs of that particular organization, but these are the basics that relate directly to MTTR. When these five KPIs are tracked, management can get a much clearer picture of how critical incidents and outages are being handled and where improvements can and should be made for future success.

So, where does IT process automation come into play?

Simple. IT Process Automation (ITPA) allows technology to do much of the heavy lifting in terms of managing incidents, ensuring that notifications are sent to the right people at the right time and making it easy to track progress at any point within the process. To take it one step further, automation can even provide the opportunity to proactively handle incidents so that they can be resolved before they become a serious problem. All of this leads to improved MTTR and allows IT personnel to successfully meet their goals and achieve their incentives.

How to Get Critical Systems Back Online in Minutes