Free Webinar: Automate Your Service Desk with ServiceNow in Less than an Hour

Webinar - ServiceNow - AyehuAccording to Gartner, ServiceNow appears on client shortlists “…at more than double the frequency of any other vendor”. It is, without question, one of the undisputed leaders of the ITSM market, and an icon of cloud computing, allowing users to consolidate their on-premise IT tools into one modern, easy-to-use service management solution.

Yet, despite its widespread use, organizations still struggle with optimizing ServiceNow and getting the most out of their instance. This leads to frustrated staff, resentful users, and a drag on earning a positive ROI.

Integrated with Ayehu’s automation and orchestration platform, however, IT departments and service desk personnel can easily automate many of their manual, laborious ServiceNow tasks.  Additionally, users can leverage automation technology to push out ticket creation and even incident resolution to end users in a self-service paradigm.

Please join the Ayehu team on Tuesday October 17th at 12pm ET / 9am PT for a live, virtual demonstration of how your ServiceNow instance can be quickly and easily turbocharged in less than an hour using next generation automation.

The demonstration will be presented in real-time by Ayehu’s Sr. Director of Customer Success, Guy Nadivi, and our Director of Professional Services, Peter Lee.

If you use ServiceNow, this is a demo you don’t want to miss, but we encourage you to register as soon as possible, as attendance is limited and we are expecting a full (virtual) house.

To reserve your spot, please fill out the registration form here. And mark your calendar for a session that is sure to be a game changer for your organization!

How to Choose the Right ITSM Automation Solution

How to Choose the Right ITSM Automation SolutionWhen it comes to ITSM automation, there are almost as many solutions out there as there are issues to address. Sifting through the mountains of options and listening to every self-professed ITSM expert can be nothing short of overwhelming. But ITSM automation has proven to be the differentiator in achieving long-term success and ongoing competitive advantage. So, it’s a battle that must be fought. Thankfully, knowing what to look for in advance can make it a much easier process to endure.

Benefits of ITSM Automation

Before we delve into the key characteristics of a good ITSM solution, it’s helpful to get a clear understanding of how automation can become a force multiplier for your organization.

  • Reduced need to depend on people, as best practices are clearly defined and ITSM automation is leveraged to allow technology to do the heavy lifting
  • Less people dependency brings with it a greater cost savings to the company as a whole
  • Significant reductions in human error
  • Accelerated and improved incident response process
  • Greater IT service delivery process, which improves both internal service levels and external customer satisfaction

That being said, here are some of the main considerations to keep in mind when evaluating various ITSM automation solutions.

Ease of use and speed to deployment. The quicker you can get your ITPA platform up and running, the sooner you can begin getting a return on your investment. As such, a plug-and-play, out-of-the-box solution that offers preconfigured templates is a great place to start.

Single user interface. These days, IT support is delivered across a plethora of different devices. As such, being able to access your automation platform from anywhere through a single-user interface is recommended. Be sure to inquire on how the interface is configured.

Customizable, intuitive workflows. Not only should your ITSM automation solution be capable of tracking and recording incidents and service requests, but it should also be able to intuitively automate the appropriate assignments, tasks and actions related to them. The goal should be a closed-loop process that provides optimum visibility from start to finish. You’ll also want to look for a platform that allows complete flexibility and the ability to customize workflows as needed as well as agility to support your changing needs over time.

Enterprise-wide automation. With a solution that’s flexible and configurable, you can achieve widespread process automation across the entire enterprise. In other words, your ITSM automation solution shouldn’t be limited solely to IT service requests, rather it should be available to optimize other functions and business processes performed throughout the organization, such as employee onboarding, facilities management, HR and even marketing processes. The more robust the functionality, the better.

Ability to integrate. You don’t want to reinvent the wheel, nor should you have to invest in an entirely new infrastructure in order to adopt automation. To the contrary, look for an ITSM automation platform that is fully and seamlessly integratable with existing applications, such as active directory, desktop management, network monitoring and more.

Enhanced incident management. One of the biggest time killers in ITSM is spent fielding and managing incidents. Far too many organizations waste hours upon hours of manpower creating separate incidents for each task that needs to be performed. Still others assign entire incidents to second-tier support agents only to lose control and visibility. With ITSM automation, you can create and manage multiple tasks and assignments under one incident while maintaining complete visibility over the entire process.

Self-service options. Empowering end-users to handle many of the common IT support requests on their own not only improves productivity and satisfaction, but it’s also a great way to free up IT personnel so they can focus on more critical tasks and projects. Choosing a solution that offers self-service automation is a wise investment.

Comprehensive reporting and metrics. All the data in the world isn’t worth a thing unless you are able to extract and leverage what’s relevant to you. The ITSM automation solution you choose should have comprehensive and easy-to-use, multi-level reporting that will provide valuable insight into your service desk operations. This information can then be used to develop best practices, improve operations and make better business decisions.

Are you feeling overwhelmed in your search for the perfect ITSM automation platform? Ayehu offers all of the above features and functions along with the power of artificial intelligence and machine learning. See it in action by scheduling a live demo or download your free 30 day trial and experience it for yourself.

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

Rethinking ITSM for Better Results

Rethinking ITSM for Better ResultsTo date, ITSM has been viewed as just one component of the IT infrastructure library (ITIL) processes. However, with the ongoing shift from fragmented of IT operations services to a more end-to-end, service-driven approach, the concept of ITSM has been positioned to play an increasingly critical role in overeall business operations. In order to successfully navigate this shift toward service, IT professionals must rethink what this practice is really about and how it will serve their organizations moving forward.

The Origin of ITSM

When it was originally developed, ITSM was intended to bring a more unified approach to how technology services were integrated throughout the organization. Rather than managing individual components, ITSM focused on developing a collection of best practice processes (ITIL) and using these best practices to deliver end-to-end services. Organizations would conduct ITSM audits which measured things like ROI, budget adherence, the effectiveness of communication and the ability to effectively detect and evaluate risk. The purpose was to identify areas that needed improvement so that IT services could be better honed to benefit the organization as a whole.

The Missing Piece…

While in theory ITSM is still a solid practice, in order for it to be truly effective it must evolve along with the changes of IT on a more holistic basis. What’s missing from the initial concept of ITSM is the end-user – the customer, so to speak. Internal processes may have been significantly improved, but if these improvements don’t trickle to the customer, it’s not a real victory.

Changing the Perception of ITSM

In order to get the most out of ITSM, there must be a shift in viewpoint from strictly internal to also include external value. The easiest way to do this is to simply drop the “IT” from ITSM and replace it with automation. This essentially expands the benefit from the internal operations of the enterprise to also improve the customer experience through the delivery of higher quality service and faster outcomes at a much more attractive price. Internal processes are streamlined and made more efficient, while external service also improves. In other words, it’s a win-win.

If businesses are going to be successful in the future, they must leverage new and changing technology 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? Check out our free ITSM Automation eBook. 





IT Process Automation Survival Guide




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!