Deliver IT Services Faster, Cheaper, and Better – Impossible?

Deliver IT Services Faster, Cheaper, and Better – ImpossibleWhile 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 your service management process use a boost? IT Process Automation is the key.



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




New Critical Roles in Future IT Infrastructure and Operations

New Critical Roles in Future IT Infrastructure and OperationsThe world of IT Infrastructure is fluid, and as such, is constantly evolving to meet the changing demands of the businesses and industries it serves. A recent shift has been made toward developing technology and processes that not only streamlines the operational tasks of a business, but also focuses on service and support as a top priority. Gone are the days when all IT was responsible for was handling the back-end processing tasks.

The future of IT infrastructure and operations is about the big picture – managing processes from start to finish and delivering real solutions to the end-user. As a result, a number of new roles have emerged and are beginning to take shape, slowly replacing the tech-heavy positions of the past with more robust and balanced skillsets. Here are a few of these new roles that we can expect to see as the coming years unfold.

Designers and Assemblers

As we move toward a more well-rounded approach to IT, it is becoming more and more evident that to be successful, infrastructures will need to carefully develop robust portfolios of services that combine a variety of options from multiple sources – internally, externally and cloud-based. Expert designers and assemblers will be needed to develop these portfolios and ensure that the services within come together seamlessly and deliver results in the most efficient way possible.

Architects

Just as the very foundation of IT operations is evolving, so are the responsibilities of those who handle the day to day duties of the field. Architects are no exception. Presently, architects are spending an exorbitant amount of time and resources on menial operational responsibilities, such as system support functions and project execution. As IT Process Automation (ITPA) becomes more commonplace, many of these elementary duties will be eliminated, creating an opportunity for architects to apply their skills to more important strategic responsibilities, such as monitoring service vendors to ensure that what they are delivering is in line with the overall direction of the organization. Additionally, we will see architects taking on more responsibilities as they are freed up by technological advancements.

Process Design Experts

Because the future of IT infrastructure and operations involves a more robust and comprehensive business approach, the very design of internal processes will need to be modified and enhanced to accommodate these changes. Process design experts will be needed to analyze and polish internal processes, such as how change management is handled with new cloud-based applications. As IT operations evolve, so must the processes by which tasks are accomplished in order to ensure that everything continues to run smoothly and efficiently.

Vendor Managers

The more businesses begin to rely on external services as part of their robust IT portfolio, the more critical it becomes to monitor these outside vendors to prevent costly mistakes. Today’s operations view vendor management as a smaller function, but as we shift toward more abstracted services, the role becomes increasingly larger and more significant. Vendor managers will be required to closely monitor external services, well beyond the specifics of their contracts, to ensure stability and reduce liability to the organization.

Planners

With an ever-increasing list of infrastructure options, particularly those that can be customized and deployed rapidly, businesses must carefully consider the liability and complexity involved with integrating such a service with their existing systems. Planners will be needed to strategically analyze and tactically measure these services against their present processes, specifically narrowing down the choices to only those services that are in line with the direction of the organization and can be safely and seamlessly integrated with their existing infrastructure.

As we steamroll forward into the promising future of IT operations, it is becoming increasingly evident that the required technical skills of the past are changing. No longer will businesses be able to rely on traditional IT professionals, each with their own fragmented skillset. Instead, they will need to shift their focus toward IT Process Automation Engineers who will be prepared to take on the new roles listed here and better position the business for future success.

Is your organization ready to take on these changing IT roles?





eBook: 10 time consuming tasks you should automate




How to get started with establishing effective IT Operations in 4 steps

The Case for Network Security Operations AutomationBusinesses today depend upon robust technology solutions that must be able to scale to meet growing demands while simultaneously maintaining near perfect reliability. Effective IT Operations helps organizations stay competitive against market forces and competitive demand. IT Service Operation relies upon process automation in order to identify and address potential problems. Establishing effective processes must start with a thorough understanding of the business goals and requirements; well-defined processes are not enough by themselves. IT Service Operations also depends upon robust tools and practices. This article will help you get started with establishing effective IT Operations using well-respected industry best practices.

Understanding IT Operations

I have worked with many operations professionals who were responsible for the day-to-day care of large scale mission critical systems. The most common problem that I have seen is that they lag behind on the essential technical knowledge that is required to handle incidents and problems as they come up. This should not be a surprise as it is the developers who get the lead time to learn new technologies and also get to make (and understand) technical choices. The DevOps movement is helping to bridge the knowledge gap between Development and Operations by focusing on a set of core shared principles, including the need for better communication. The good news is that IT Operations can also implement industry best practices by following mature frameworks such as itSMF ITIL v3. Understanding IT operations also depends upon establishing both robust processes and well-defined organizational functions.

The Need for Process

A process can be defined as a set of interrelated or interacting activities which transforms inputs into outputs [1]. Well defined processes describe the required tasks, roles and responsibilities along with the key checkpoints to ensure that the process is being followed. In practice, processes are normally enforced through a workflow automation tool. The ITIL v3 framework discusses a number of service operation processes including event management, incident management, problem management, request fulfillment and access management. In addition, there are several other supporting processes, a particularly crucial one being knowledge management [2]. Event management monitors all events that occur throughout the IT infrastructure and helps to facilitate the detection and escalation of exception conditions or what are often called incidents. Incident management concentrates on restoring service to users as quickly as possible, in order to minimize business impact[2]. Problem management involves root-cause analysis to determine and resolve the cause of events and incidents. Request fulfillment focuses on the management of customer or user requests that are not generated from an unexpected service delay or disruption [2]. Access management is similar to request fulfillment but focuses more on addressing access and authentication requests, such as user account lockouts and password resets.

When you call a Help Desk, you expect that each of these situations will be addressed in a reliable and consistent way. Repeatable processes are essential if you want to be able to ensure that your services are continuously operational and meet the business needs. But processes also need to be supported by organizational functions.

Functions Support the Process

Functions are organizational structures that have sufficient staffing and resources to get the job done. Some common functions include the Service Desk, Technical Management, IT Operations Management, and Application Management. The Service Desk is the primary point of contact for users when there is a service disruption[3]. If you have ever called a Help Desk when a system was down then you know how important it is for the Service Desk personnel to have accurate and complete information. IT Operations Management is responsible for the daily operational activities needed to manage the IT infrastructure. IT Operations is often faced with addressing critical incidents without sufficient information and expertise. This is precisely where a knowledge management system can be very helpful. The Known Error Database (KEDB) provides details of previous incidents/problems and their resolutions [4] so that problems can be understood and addressed quickly. Knowledge is critical for successful IT operations and establishing a comprehensive Service Knowledge Management System (SKMS) [2] is an essential industry best practice described in the ITIL v3 framework. Processes and functions are important, but the fact is that you will not be successful unless you implement the right tools. IT process automation is an absolute must have for successful IT Operations and IT Process Automation tools are a must have if you want to automate your processes.

Automating Your IT Processes

The right tools have automated process workflows for the most common tasks already implemented and readily available. User dashboards provide updated information along with out-of-the box reports. IT Process Automation tools should have a workflow designer interface to allow for collaboration in determining the necessary steps and checkpoints for what can be very complex workflows. In fact, IT process automation helps to tame the more complex situations by starting with a simple template that can then be customized and enhanced in an iterative and realistic way. Evaluating and selecting the right tools will help you implement effective IT Service Operations which will ensure that your organization has reliable services that can be developed and scaled to support your business in today’s competitive global business environment.

Conclusion

It is not easy to establish effective IT Operations. But if you start with industry best practices and the right tools then you will give your business a clear advantage that will help you achieve success and profitability.

Guest author Bob Aiello





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




Using IT Process Automation to Lay a Foundation of Business Growth

Using IT Process Automation to Lay a Foundation of Business GrowthBy now you’ve probably seen the correlation drawn between IT Process Automation and increased efficiency. In fact, automation in its inherent design is meant to help businesses do more with less and many companies across the globe – from small businesses to large enterprises – have leveraged IT Process Automation for this very purpose. What you may not have considered, however, is that today’s automation products can actually go well beyond this and be used to promote ongoing growth. Here’s how.

Invest in a quality IT process automation product

It all begins with the selection of a high quality automation product that offers robust features and can integrate seamlessly with a wide variety of existing systems and tools.

Develop an automation strategy

The ability to not just automate routine IT tasks, but also streamline complex workflows is paramount to leveraging ITPA as a tool for business growth. Develop a strategy that will include what processes are to be automated and in what order.

Embrace virtualization

The end-goal is to develop and implement a singular, seamless workflow and in order to achieve this goal IT Process Automation must be leveraged in both a physical as well as a virtual infrastructure. CIOs must consider and embrace virtualization in order to maximize ITPA’s fullest potential.

Start small and build from there

Most businesses invest in IT Process Automation to help reduce costs and streamline certain operations. That’s a great place to start, even just by focusing on one silo at a time. The eventual goal will be to bridge the entire infrastructure so that there are no more isolated processes, but rather an all-inclusive, “big picture” automation strategy. Start small and work your way up from there.

Include automation in data center consolidation

To fully realize efficiency and cost-savings benefits of IT process automation, it must be incorporated into any and all data consolidation projects.

Think beyond ROI

Certainly measuring return on investment is an excellent tool for gaining executive buy-in for ITPA. CIOs must resist the temptation to stop there and instead be willing to explore the more far-reaching and ongoing benefits, such as continual cost containment. Think outside the box.

If you consider how the process of IT Process Automation truly works, and its many benefits, it’s easy to see how this tool can also be a catalyst for business growth. When internal processes are streamlined, efficiency is maximized. This improves both internal and external service levels. It also frees up key personnel to be able to focus their efforts and expertise on strategic business objectives. As a result, employees and customers are more satisfied, workflow is completely optimized and talented personnel are more tuned into driving the business forward.

What could IT Process Automation do for your organization? The best way to find out is to give it a try! Download a free 30 day trial today to get started.





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




5 Reasons Why You Should Automate Incident Management

Incident ManagementIncident management plays a critical role in the ongoing success of any organization. This process allows businesses to quickly identify, analyze and address problems as quickly as possible so that normal business operations may be restored in a timely manner. While incident management is certainly not a new concept, unfortunately many organizations are still employing this process manually which can significantly limit its effectiveness. That said, here are 5 reasons why you should automate incident management.

1. Saves Time and Money

Because IT Process Automation significantly reduces manual effort, it subsequently saves time for each user that plays a role in the process. By automating simple decisions, your team is free to focus on other important business functions, improving productivity as a whole. The process itself is also expedited, which leads to a speedier resolution and an overall reduction in costs to restore normal business operations. Finally, automating the incident management workflow allows businesses to take a more proactive approach, thereby reducing the risk of future expenditure.

2. Improves Communication

A successful ITIL incident management process flow involves 4 key steps – detection, diagnosis, repair and recovery. In order to accomplish this, there must be seamless communication amongst everyone involved, particularly in the notification and escalation process. Manual incident management leaves tremendous room for miscommunication, which can lead to wasted effort and a delay in resolution. By employing IT process automation, your team will have access to bi-directional communication channels – such as email, phone, SMS, and IM – which allow personnel to actively take ownership of an incident and see it through to the recovery phase.

3. Centralizes Data Access and Control

In today’s mobile environment, being able to access information remotely is crucial. It is important that your incident management tools will provide a central dashboard to allow on-demand access to real time status reports, events documentation and statistical information. Whether your team is all in one location, or working together from across the globe, automating your incident management will make it simple and efficient for everyone to stay connected and informed throughout the entire process.

4. Improves Internal Planning and Organization

In order for incident management to be effective, management must be able to adequately plan and organize the process, from start to finish. Automation significantly improves the ability to do this by providing all of the tools necessary to maintain control over the resolution process. For instance, management is able to instantly identify who took ownership at each point during the incident management workflow, and can be promptly notified of any escalations, improving the chances of a timely recovery and resolution.

5. Streamlines the Resolution Process

One of the nicest things about automated incident management is that it drastically streamlines the entire resolution process. From timely notification and escalation, to providing those involved in the process with the ability to initiate automated corrective actions as needed, the entire process becomes integrated and organized for the best possible outcome. As a result, the availability of critical systems improves, as does the overall quality of service.

In addition to all of these points, automated incident management also reduces the risk of human error that is inherent in manual processes. As a result, your organization will see a significant improvement in communication, better access to centralized data, and a more streamlined and organized workflow, all while saving time and money. The question then becomes not “why should you automate incident management”, but why haven’t you yet?





eBook: 10 time consuming tasks you should automate




How to Increase Network Operation Center Performance While Reducing Costs

In a world where outsourcing IT operations has become the norm rather than the exception, many organizations are finding it challenging to manage their network operation center performance when it is being handled offsite. The good news is you don’t have to outsource your Network Operation Center (NOC) to achieve operational efficiency! To the contrary, by leveraging IT Process Automation you can effectively keep your service levels high while also reducing the cost of your network operations. Here’s how.

You don’t have to outsource your Network Operation Center to achieve operational efficiency. IT Process Automation lets you keep your service levels high.

There are a number of simple IT Process Automation strategies that you can implement that will allow you to host your own in-house network operation center and do so efficiently and cost effectively. Here are just a few examples:

  • Empower your Level 1 teams, thereby reducing issues escalated to Level 2 IT Process Automation allows your first level personnel to handle things like password resets, disk space clean-ups, restart services and more. This instantly improves efficiency and service levels.
  • Reduce Level 1 and Level 2 workloads IT Process Automation frees up your NOC team to focus on more critical matters and other strategic initiatives, allowing for a much more efficient allocation of IT resources.
  • Automate repetitive activities No more time wasted on manual, routine and repetitive tasks. Automated workflows can be created to handle almost any activity.
  • Integrate with existing management tools With IT Process Automation, your NOC doesn’t have to be a separate entity. IT operations can quickly and easily be integrated with all of your other management tools, such as monitoring systems, service desks, AD and email, creating a seamless, streamlined operation.

In addition to these broad business strategies, IT Process Automation can also help to reduce and consolidate workflows to make them more efficient and effective. For example:

  • Reaction to a disk space / file directory quota breach thresholds:
    • Monitoring system sends an alert that threshold has been breached on disk drive on a production server
    • IT Process Automation tool receives the alert and notifies Level 1 to take ownership of the issue (various sources of notification can be used)
    • Level 1 replies back that he took ownership (reply sent directly to IT Process automation tool)
    • Level 1 decides what action to take. In this case, which file(s) should be deleted, or whether to escalate to Level 2
    • IT Process Automation tool performs the requested action and return message is sent upon success or failure
  • Reset of password on Linux server:
    • A user request to password reset on a specific server is received
    • A change request is created in the ITSM tool
    • This initiates an automated workflow in the IT Process Automation tool
    • The IT Process Automation tool connects to the remote server, resets the password to a predefined password and provides notification upon success

Theses are just a few examples of the many tasks and processes that IT Process Automation can manage, opening the door of opportunity for organizations to maintain their own NOC in-house. This allows for better control, communications and overall performance management, thereby improving service levels, increasing efficiency and further streamlining IT operations for optimum results.





eBook: 10 time consuming tasks you should automate




Why IT Process Automation is a Must-Have for IT Operations Teams

Why Automation is a Must-Have for IT Operations TeamsIT operations teams are under increasing pressure to maximize efficiency while also reducing costs. That means they’re being asked to perform at the highest level of output without the ability to increase staff numbers. In other words, in today’s competitive landscape, IT personnel are expected to find a way to do more with less. How is this possible? Simple. By employing automation. Let’s take a look at some of the benefits that can be realized by doing so.

Eliminate Inefficiency – Just about any process currently being handled by human IT operations that is manual, repetitive and time-consuming can and should be automated. This can dramatically improve efficiency levels.

Reduce Errors – As careful as we are, humans are prone to making errors. Couple this with the fact that handling mundane, repetitive tasks can increase the chances of making a mistake, and you have a potentially costly problem on your hands. Shifting these tasks and workflows to an automation tool dramatically reduces and often eliminates errors altogether.

Maximize Staffing Usage – IT professionals are highly skilled individuals. By leveraging automation, the menial tasks will be handled by technology, allowing staff to further develop their skillsets and focus their expertise on more complex and strategic business matters. This also eliminates the need to hire additional staff to handle increased demands in workload. With automation, the same capacity can handle a greater amount of work.

Improve Satisfaction Levels – With an automation tool in place, IT operations can provide a much greater level of support to both internal and external clientele. Whether it’s reducing the need to contact and wait for the help desk by providing self-service options or significantly cutting down time (by up to 90%), the result is better adherence to SLAs.

Lower Costs – How much could a system outage cost your business? What about human errors? Or, how about the expenses associated with having to redo and provide perform for previous work? These can all be dramatically reduced and often eliminated completely by rolling out IT Process Automation.

For optimum results, IT operations should include automation as part of its best practices and implement it for as many processes and workflows as possible. Not only will operational expenses be reduced and contained, but business agility and overall service delivery will increase exponentially. This creates a highly efficient and cost-effective environment in which IT operations teams can not only survive through increasingly demanding times, but actually thrive.

Not sure where to start?

Check out the top 10 automated processes and see where your IT operations could benefit from a quality IT Process Automation software.

 





eBook: 10 time consuming tasks you should automate




Webinar: 5 Reasons IT Should Provide End-Users with Self-Service Capabilities

5 Reasons IT Should Provide End-Users with Self-Service CapabilitiesAccording to Gartner, customer self-service is a top-five 2015 customer service trend, and with specific regards to the infrastructure & operations market, one analyst says there are  “too many self-service capable processes being handled by Level 1 technicians.“

ow will demand for self-service impact your organization, and more importantly, how can you leverage the benefits of self-service dynamics to your advantage?

 Please join us on June 30th to learn about the 5 reasons you should provide your users with self-service capabilities, and how IT Process Automation can deliver this functionality quickly, efficiently, and most cost-effectively.

*If you’d rather watch the recording, simply register and we will send it to you.

Webinar: 5 Reasons IT Should Provide End-Users with Self-Service Capabilities

 

There is no Continual Service Improvement (CSI) without IT Process Automation

CSIA successful business cannot thrive in today’s world unless it focuses on ongoing improvement in every area of its operation. Stagnation is, in effect, the backward motion of progress. This is where the concept of Continual Service Improvement (CSI) comes into play. As the business grows and changes, CSI is applied to produce both small and large changes across every facet, from service to operational efficiency to business continuity. Yet true CSI cannot be accomplished, at least in terms of IT, without automation.

What is Continual Service Improvement?

In simplest of terms, continual service improvement examines past successes and failures to identify areas within a business that need to be changed, adapted and improved in order to make the organization as a whole more successful. In particular, the goal of the CSI process is to continually improve the efficiency and effectiveness of IT processes and services to help you for example to get mission-critical system back online in minutes.

What Areas can CSI be Applied?

The question should actually be what areas of your business could use improvement? The answer should inevitably be every area. However, CSI is typically a concept that is specifically aimed toward improving IT efficiency. An audit should be performed to identify those areas that are most in need of change, and then individual programs and projects can be defined, developed and prioritized based on the organization’s overall strategic objectives. In other words, CSI can effectively influence every phase of the business process, but is typically implemented in IT and in order of importance.

How Does IT Process Automation Fit In?

The basic foundation of a successful CSI process is an audit of existing processes. IT Process Automation tool provides the capability to conduct such audits in an efficient, accurate manner to quickly identify areas in need of improvement. With automation, organizations can define processes and the critical tasks and workflows associated with them, and then determine which of these areas could use the most improvement.

As each process and workflow is identified and completed, active, real-time assessments can be conducted. These assessments can be applied to any task-based process, such as incident management, problem management or change management. They can also be applied to non-IT processes, such as project management or any custom application, essentially broadening the spectrum and extending CSI across the entire organization.

Continuous service improvement (CSI) will be a greater focus for organizations in 2013. This is partly a result of the benefits of CSI being more widely understood, but also because vendor ITSM technologies are incorporating some innovative ways of helping enable CSI within IT departments,” said Adam Holtby, ITSM research analyst, Ovum.

As we close the books on 2012 and move toward a new year, the focus on continual service improvement will only increase. This is due in part to more and more businesses beginning to understand the benefits of embracing this concept, and realizing its affects across their entire organization. It’s also due to the fact that automation is delivering innovative ways to help businesses implement the CSI process with ease and efficiency, making it easy to incorporate the concept into the everyday operations and, in essence, the very culture of the business.

In the words of George Bernard Shaw, “Progress is impossible without change.” Let automation be the catalyst to the change your business needs for future success.




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




How to Get Critical Systems Back Online using IT Process Automation

How to Get Critical Systems Back Online using IT Process AutomationIf you are concerned with critical incident management and its impact on productivity, service levels and downtime- IT Process Automation is your solution, and this post is for you.

IT operations staff spend a huge portion of their time resolving urgent problems like system downtime, performance, and network availability, or performing critical maintenance tasks. As IT environment get more virtualized and more complex, problems take longer and longer to resolve. The burden of these urgent tasks, combined with today’s tight budgets, make it difficult for IT operations to work on key initiatives that add business value. The solution? IT Process Automation.

The Challenge of IT Problem Resolution
IT operations departments are expected to innovate and deliver business value, but IT operations staff spend a large portion of their time resolving problems with critical systems and performing critical maintenance tasks. With so many resources invested in these urgent activities, there is little time left for initiatives that add business value.

Are You Fighting Fires or Adding Value?
In today’s IT organizations, IT operations departments are at the forefront of innovation. Key initiatives such as virtualization, cloud computing, IT modernization, ITIL implementation, and IT compliances (e.g. SOX)—all of which have a huge impact on IT productivity and agility—are the responsibility of operations.
But do operations staff really have the time to make these big steps forward?

It is a common experience among operations staff that urgent problems push aside other important tasks. A large portion of the time is spent resolving problems—such as system downtime, performance of critical systems, and network availability—and performing critical maintenance of the same systems, leaving relatively few resources for key initiatives, strategy and planning, and even regular ongoing maintenance.

This makes it very difficult for IT operations to keep CIOs and CEOs happy—to do more than just “keep the wheels turning,” by delivering real business value.

Two Trends That Will Make the Problem Worse Forrester Research identifies two trends that will adversely affect IT operations’ ability to resolve problems while leaving time for other activities:

  • Increased complexity of the IT environment—virtualization and cloud computing introduce “a new layer of infrastructure complexity”; a complex infrastructure means problems are getting more complex to identify and troubleshoot, and require more time to resolve. Critical maintenance tasks are also more difficult than ever.
  • Economic pressures and accelerated trend to productivity—IT organizations are required to do more with less, and “business satisfaction with IT seems to be at an all-time low.” With less manpower and increased pressure to deliver value, IT operations departments are starving for resources.

Clearly, a solution is needed that will make problem resolution processes more efficient. This is the only way to reduce the burden on operations teams, and free up time for more valuable work.





How to Get Critical Systems Back Online in Minutes