Palo Alto, August 9th – Ayehu, the creators of eyeShare IT process automation software announced today the nomination of Guy Serfaty as the Super Hero of IT process automation of the month. Serfaty was rewarded for his exceptional accomplishments as a manager who understands the importance of an efficient IT operation and the ability of leveraging service delivery of the organization.
Guy Serfaty is the system integration and monitoring expert of Clal insurance group. Clal insurance has implemented eyeShare in early 2010. Before the implementation, Serfaty’s team had to develop a code or script for each monitoring, then test it and deploy it. The IT team had to write scripts and codes not only for monitoring their mission critical business applications but also for maintenance tasks. Mostly it took several days. Moreover only monitoring of either technical objects or just a business flow could be handled at once. As an outcome the business side never used the IT team’s abilities as a critical component.
As a first step Ayehu and Clal agreed to do a POC, which ended up with eyeShare scoring a very high grade. Clal has implemented eyeShare, and they quickly saw how their service delivery level could be powered. The IT team managed to do monitoring, maintenance, and give action solutions at the same time, and later they could backup business flows as well. Currently Clal has automated with eyeShare approximately 400 automated workflows including monitoring workflows for alert notifications and escalations, repair failures, and workflows for IT maintenance tasks in order to keep the system stable. The system also handles business workflows, enabling the team to give solutions to the business side too.
“eyeShare dramatically cuts of user errors. After 3 weeks, the number of user errors dropped with 75 % reduction. Moreover we had managed to cut expenses for the business: in less than a week we have created a flow that by sending a simple text message to eyeShare, we saved a 40 minutes work of a field salesman. This results in a 4 man/month saving every month! eyeShare had such an easy to prove ROI, that when we wanted to invest in a second eyeShare server, the purchase was approved instantly.” Said Serfaty
The Super Hero program is a monthly program, dedicated to one of the IT staffs who leads it’s organization to the IT of tomorrow and pioneers automation.
Clal Insurance Enterprises Holdings, Ltd., formerly known as Clal Insurance Holdings, Ltd., has been providing insurance solutions for more than three decades. The Clal Insurance Group provides life, general, health, financial, credit and surety bond insurance to private and corporate clients. With branches throughout Israel, Clal Insurance has more than 3,200 employees as well as more than 2,000 independent agents and brokers. For additional information, please visit http://www.clalbit.co.il/
Ayehu Software Technologies Ltd. develops and markets eyeShare, a lightweight, enterprise-grade product for unified incident management. Deployed at major enterprises and supporting thousands of business users, Ayehu eyeShare helps IT professionals identify and resolve critical incidents up to 90 percent faster, minimizing their impact to the business and saving time for IT operations teams. For more information, visit www.ayehu.com
We’re excited to release our new integration between eyeShare IT Process Automation software and ServiceNow ITSM
If you’re familiar with the ServiceNow ITSM ticketing system, you know about incident management. Well, the eyeShare integration adds automation to the reporting, resolution, and closure of incidents. Instead of manual data entry and service desk procedures, you create an automated process that accelerates incident management and resolution.
Here’s a brief description of how the integration with ServiceNow works:
- eyeShare receives alerts from monitoring system such as SolarWinds, Nagios, SCOM 2012 etc., and then automatically opens tickets within ServiceNow.
- eyeShare executes automated workflows to troubleshoot the problem, and then updates the incident status or if necessary it will remediate the problem and close the ticket in ServiceNow after successful closure.
Want to learn more? Take a look at our ServiceNow integration and watch the video below to see the 3-way integration example between eyeShare, SolarWinds, and the ServiceNow ticketing system.
Palo Alto, CA – April 11, 2012 /Targetwire/ – Ayehu, provider of IT process automation solutions, today launched its IT process automation pinpoint solutions – prepackaged workflows for the rapid automation of planned, repetitive IT tasks. The solutions extend Microsoft’s System Center Operations Manager (SCOM 2012) capabilities and will be demonstrated at the Microsoft Management Summit.
Ayehu’s pinpoint solutions automate a range of repetitive daily IT tasks within data centers, cloud and virtualized environments – from freeing up server disk space, through unlocking active directory accounts, performing file operations, restarting services and many more. Delivered as pre-packaged workflows, the solutions are designed for automating specific task operations across systems and can be easily tailored without any coding. IT tasks can be scheduled or triggered automatically upon system events. Additionally, execution can be controlled from mobile devices, so that automated workflows pause and branch based on remote SMS instructions.
“As implied by their name, pinpoint solutions are aimed at simplicity, and focused on automating the most common IT tasks, without requiring any scripting or implementation efforts” said Yaron Levy, Vice President of Products at Ayehu. “There is a large pool of mundane IT tasks that are shared by many professionals, regardless of industry. We realized we could automate and productize these tasks, and still offer enough options to accommodate different environments and needs”.
The new IT process automation pinpoint solutions which are a part of Ayehu eyeShare™ version 4.1, will be demonstrated at the Microsoft Management Summit 2012, taking place on April 16, 2012 at the Venetian Hotel in Les Vegas, NV.
To find out more about Ayehu eyeShare watch the demo:
About Ayehu Software
Ayehu. develops and markets eyeShare™, a lightweight, enterprise-grade IT process automation software. Deployed at major enterprises and supporting thousands of users, Ayehu eyeShare helps IT professionals automate IT tasks, free up scarce resources and improve service levels. For more information, visit www.ayehu.com.
Visit Ayehu at Booth#130 at
Microsoft Management Summit 2012 in Las Vegas
Ayehu will be launching IT Process Automation Pinpoint Solutions – prepackaged workflows for the rapid automation of planned, repetitive IT tasks. These solutions extend Microsoft’s System Center Operations Manager (SCOM) 2012 capabilities and will be demonstrated at the Summit.
We give this awesome T-shirt for FREE!
Stop by our booth #130, to get yourself the “IT Automation Superhero” Cool T-shirt! It’s Free!
** You can also send us an e-mail to meet us at the show**
Hope to see you there!
Today, Network Operation Centers (NOC’s) are under a great pressure to meet their IT organization’s demands. However, many NOCs struggle to meet these demands with insufficient tools, knowledge or skills.
In this 3 parts blog post series, we will provide Network Operation Center Best Practices and tips on how to ensure you have the right tools, knowledge and processes in place to improve and manage your NOC’s performance and response time.
This first part of our ‘NOC best practices‘ series is dedicated to tools, which are an essential element in NOC management and a key feature for improvement.
A ticketing system
A ticketing system will enable you to keep track of all open issues, according to severity, urgency and the person assigned to handle each task. Knowing all pending issues will help you to prioritize the shift’s tasks and provide the best service to your customers.
Keep a one centralized source for all knowledge and documentation that is accessible to your entire team. This knowledge base should be a fluid information source to be continuously updated with experiences and lessons learned for future reference and improvements.
Reporting and measurements
Create reports on a daily and monthly basis. A daily report should include all major incidents of the past 24 hours and a root cause for every resolved incident. This report is useful and essential for the shift leaders and NOC managers. It also keeps the rest of the IT department informed about the NOC activities and of major incidents. Compiling the daily reports into a monthly report will help measure the team’s progress. It will also show areas where improvements can be made or indicate any positive or negative trends in performance.
There are two types of monitoring processes relevant to NOC:
(1) Monitoring infrastructure and (2) User experience.
A monitoring infrastructure can consist of the servers, the network or the data center environment. User experience monitoring involves the simulation of user behavior and activities in order to replicate problems and find the most effective solutions. Implementing a service tree model that connects the monitoring infrastructure with an affected service will allow your team to alert other areas that may be affected by the problems experienced.
IT Process Automation
ImplementingIT Process Automation significantly reduces mean time to recovery (MTTR) and helps NOCs meet SLA’s by having a procedure in place to handle incident resolution and to consistently provide high quality response regardless of complexity of the process. IT Process Automation empowers a Level-one team to deal with tasks that otherwise might require a Level-two team. Some examples include password reset, disk space clean-up, reset services etc. IT Process Automation is also a major help with reducing the number of manual, routine IT tasks and free up time for more strategic projects.
A nice article i would recommend you to read:
IT as a Service Broker – Adopting a Hybrid Delivery Model — The “cloud era” of information technology is upon us. Connectivity is pervasive and everyone and everything is connected. Readily available, low-cost, Internet-based services providing access to new capabilities and infinite amounts of information have given rise to a new set of experiences and expectations for technology users. Furthermore, a new generation is entering the workforce, one that has grown up with technology at their fingertips, one that expects immediate gratification and instant results and one that is ambivalent to traditional IT controls. These tech-savvy business users are mixing the technology experiences from their consumer lives with those of their profession to morph into a new “prosumer” workforce. And they are able to drive game-changing innovation without a dependence on IT intervention. This is the reality of the cloud computing economy; it’s the forcing function behind the creation of new goods and services, new business models, new routes to market, and new ways of engaging customers. Simply put, cloud services are the enablers for the next frontier in business and government, one where technology-enabled services are easily sourced and woven into the enterprise fabric. However, cloud sourcing can also introduce new levels of complexity and business risk without the appropriate levels of integration and governance. This has given rise to a new class of service provider – the cloud service broker.
We all face three IT Process Automation imperatives that have a major impact on business profitability:
- Deploying innovative services (which have increased system complexity)
- Maintaining service levels and improving system uptime
- Reducing operating costs (which have grown in parallel with the growth in IT system complexity)
Given these challenges, Run Book Automation (aka IT Process Automation) offers the opportunity to enable significant gains on all three fronts.
Why Complexity is a Good Thing Again
Over the years, we’ve been attacking the word ‘complexity’: The implication was that complexity was unnecessary, difficult to manage, and thus needlessly expensive. But today, we are achieving fantastic savings in capital expenses while increasing flexibility. Solutions such as virtualization and cloud computing, security, network management are smart and robust, yet (unavoidably) complex in their very nature.
So the battle for IT can now be targeted not necessarily at ‘reducing complexity’, but rather on ‘improving the efficiency’ of managing across the variety of complex IT domains. In other words, the goal is to achieve consistent service levels, higher quality of offerings and cost optimization.
IT Process Automation is the Key
Till now, each of the various IT systems has been optimized in and of itself… But we haven’t yet optimized the day-to-day operational activity and troubleshooting diagnostic steps that keeps these systems working together. As much as we all want to believe that our environment can become one well-greased machine that requires no human interaction, it just isn’t a reality. This is not because we haven’t figured out how to get people out of the loop. It is because in most cases, people are an integral part of that loop!
But having people in the loop doesn’t mean everything needs to be rote, manual actions. Run Book Automation has emerged on the scene specifically to meet this challenge.
A Run Book Automation Example
Let’s demonstrate with an example. It’s perhaps the simplest of examples, which you’ve been through one or two or a thousand times. (If not, then congratulations. You are the only IT manager in the world whose users know how to manage their passwords.)
- A user forgets his/her PC workstation login password (most likely at 7am or noon rush hour, when you have no time for that)
- He/she calls IT Support to request a password reset. (“Urgent!” of course…)
- IT Admin goes through a handful of steps:
1. Bring up the pwd reset screen
2. Access the security protocol screen
3. Challenge the user with identity verification
4. Authorize the pwd reset
5. Guide the user in how to proceed
While password reset has become fully automated on most external websites, corporate security protocols typically do not allow for full process automation of internal password management. (And rightfully so, I might add.) So any attempt to fully automate the process is dead in the water.
But why throw out the baby with the bathwater? If an automation platform does the routine work for us, but still allows for two-way communication with the IT admin, we can turn 10 minute tasks into 30 second tasks (done on the go, from your Blackberry or iPhone)! And without adding even a drop of additional risk or corporate policy violation.
What Should a Run Book Automation Solution Provide?
The above example looks at a very simple IT task, which is very compact in comparison to most of our IT processes. But it still highlights the capabilities that a good Run Book Automation solution needs to bring to the table. It’s quite simple:
- Event-driven visual workflow (No coding, just drag and drop and plain common sense!)
- Rule-based engine
- Plug-and-play integration with IT platforms
- Bi-directional communication between the system and the people, using convenient channels (email, SMS, IVR, IM)
- Centralized dashboard for process management in real time
I think that Glenn O’Donnell of Forrester says it best when he says “Be the automator, not the automated”. Run Book Automation recognizes that people are part of the IT process. So let’s accept this reality, and use it as a strength, via Run Book Automation.
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Ayehu’s no-code Intelligent Automation and Orchestration platform is a force multiplier for IT Operations, helping Enterprises save 95% on time handling alert resolution, and achieve 35% cost reduction of labor-intensive routine tasks, while maintaining greater control over enterprise infrastructure – whether on-premise or in the cloud. Among our 220+ Enterprise customers, large MSPs such as Cognizant, Capgemini, Amdocs and LTI, are using Ayehu’s platform for its digital labor, increasing margins and operational efficiency by sending robots to work.
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