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Integrate Your ServiceNow ITSM with IT Process Automation

When it comes to cloud-based ITSM automation, one of the biggest players on the market today is ServiceNow. Yet many organizations remain hesitant to leverage this service due to the security concerns that come with cloud-based technology. The good news is there is a solution to this dilemma. eyeShare provides secure on-premise IT Process Automation that integrates seamlessly with ServiceNow, allowing businesses to use ServiceNow without sacrificing security and compliance.

watch our video demonstration:

How it works…

While ServiceNow provides a number of benefits to businesses, there a few distinct disadvantages as well. For instance, in addition to the security risk associated with its cloud-based environment, performing time consuming manual tasks and procedures are still a concern. By integrating the eyeShare IT Process Automation system with ServiceNow, you can create closed-loop automated processes as well as enhance and extend ServiceNow ITSM capabilities. Here’s an example:

  • eyeShare automatically opens tickets in ServiceNow in response to system alerts. Alerts can be received from one or more monitoring systems such as SolarWinds, Nagios, SCOM, Tivoli, HPOM, Splunk, and many others.
  • Before eyeShare opens a ticket, it executes pre-configured automated workflows to troubleshoot or even remediate the problem as needed.
  • With its ServiceNow pre-built activities, eyeShare can manage the incident, problem, and change life-cycle in ServiceNow with zero touch integration.
  • Finally, eyeShare updates the incident status with all relevant information, keeping all data for future review, and closes the ticket in ServiceNow, with no manual intervention.

eyeShare essentially becomes the direct connection between your monitoring system and ServiceNow, creating a seamless and efficient workflow. What’s more, eyeShare software is installed securely on-premise and subsequently integrated with ServiceNow using the standard available web service API’s, making it a much more secure and reliable alternative.

What can IT Process Automation integration with ServiceNow do for you?

With this type of integration and technology in place, your organization can accomplish such tasks as:

  • Automatically open, update and close tickets and query tables in ServiceNowIntegrate Your ServiceNow ITSM with IT Process Automation
  • Accelerate the reporting, escalation and resolution of incidents
  • Eliminate manual work and human errors
  • Ensure fully documented end-to-end processes
  • Reduce the amount of “noise” in the service desk
  • Enforce problem and change management procedures, such as ticket status changes and the additions of CMDB entries
  • Easily tailor and customize the integration with ServiceNow to your needs

How difficult is it to integrate the two systems, and how hard is it for the end-user?

Integrating eyeShare with ServiceNow is simple and seamless. What’s more, there is a very low-level learning curve for the end user. If anything, the added benefits that the eyeShare software offers are typically welcomed by IT professionals, as they are designed to make their jobs easier and much more efficient. Instead of manually managing service requests, they can focus instead on more important business-critical matters and further develop their skills to be able to grow within their careers.

Want to learn more?

Now you can download your own 30-day free trial to see for yourself just how our product integration can reduce problem resolution time, increase service availability, and improve overall IT operational efficiency for your business.





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




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




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)




What Does the Future of Service Management and Automation Mean to You?

IT Process Automation is the Way of the FutureOver the next several years, the relationships between technology, business and the IT organization will be changed significantly by three distinct driving forces. In order to adequately plan and prepare for these changes, IT professionals and business leaders alike must begin to change the way they view the role that the IT department plays within the business. They must also embrace the fact that the three determining forces that are set to change the world of IT as we know it will also dramatically increase the adoption of Service Management and Automation (SMA) as a key component to business success.

 “As-a-service” will become commonplace.

According to industry research conducted by Forrester, the amount spent by IT on platform, cloud software and infrastructure services is forecasted to increase from the present amount of about $28 billion to an incredible $258 billion by the year 2020. That’s 45% of the total IT services spend in just 7 short years. These numbers are based on the fact that more and more business are seeing the appeal of “as-a-service” products, particularly infrastructure-as-a-service (IaaS), because of their lower cost, rapid feature enhancement and faster time-to-productivity.

The role of Service Management and Automation in this concept lies in the ongoing adoption of cloud-based services and technology. This adoption will help IT operations to further improve and mature their SMA initiatives so that they will be able to quickly and efficiently adapt to change, and dramatically improve a variety of business processes, thereby improving the overall operational efficiency of the organization as a whole.

The workforce of tomorrow will be more tech-savvy and self-empowered.

As consumer technology improves and becomes more available, and the workforce demographic shifts toward younger, more tech-savvy individuals, the way IT operations are run will also evolve. Rather than stick to traditional IT processes, employees, both in and outside of the IT department, will become more empowered to leverage the new technology that is available to them in order to do their jobs more efficiently.

As this shift begins to take place, Service Management and Automation will play a pivotal role in helping IT operations to better serve these empowered workers, taking on a more consumer services role than that of the present private IT service provider. Instead of simply supplying IT services as a package deal, employees will be allowed to take a more active role in the process. For instance, employees can be presented with a catalog of self-service portal options from which they can pick and choose, empowering them and freeing up IT personnel to focus on other business critical tasks.

New markets and increasing consumer interest will create a more customer-centric business environment. 

The future of technology is not only making employees more empowered, but is also changing the way businesses must view and interact with their empowered customers. With so much information readily available to consumers, and new markets emerging every day, the only way businesses can stay competitive is to improve their knowledge of and engagement with the customer. What’s more, the very face of today’s consumer is evolving, meaning that the customers you serve in 2020 will likely be vastly different than those that you serve today.

In order to remain successful in these changing times, enterprises must find a way to develop innovative products, offer superior services and most importantly, do so at a more competitive price. Because IT services are continuing to play a more prominent role in virtually every aspect of the business cycle, including sales, marketing and customer satisfaction, it’s more important now than ever before that these services are reliable, scalable and flexible. SMA will play a key role in the necessary transition toward a more consumer-centric business model, particularly in terms of providing the flexibility and agility that is needed to meet the growing and ever-changing demand of customers.

Is your business ready to take on these exciting changes?

As you can clearly see from the results of this research, the IT world is poised to experience a significant and permanent change in the very near future. As this change begins to take shape, SMA will begin to take on a more critical role in helping businesses adjust and adapt successfully and stay afloat in competitive times.

The future of IT Service Management is fast approaching. Don’t get left behind

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

Why IT professionals should change their view of IT Service Management?

service managment

To date, IT Service Management (ITSM) has consistently been 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 essentially rethink what this practice is really about and how it will serve their organizations going forward.

The Original Intention of IT Service Management

When it was first developed, the practice of IT Service Management was intended to bring a more unified approach to how IT technology services were integrated with the 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 end-to-end services. Organizations would conduct ITSM audits which analyzed things such as ROI, budget adherence, and the effectiveness of communication and 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.

What’s missing?

While ITSM is still a concrete practice, in order to be truly effective it must evolve along with the changes of IT 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 if these improvements don’t translate to the customer, it’s not a true victory.

How can IT professionals change their view of IT Service Management?

In order to get the most out of ITSM, people must begin to shift their perspective from strictly internal to also include external benefit. 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 improve the customer experience through the delivery of faster outcomes, higher quality service and at a much more attractive price. Internal processes are streamlined and made more efficient, while external service also improves. 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 IT process automation into the mix will accomplish this goal, providing the competitive advantage needed to thrive in the coming years.





eBook: 10 time consuming tasks you should automate




Integrating IT process automation with BMC Remedy

BMC’s Remedy ITSM software is widely considered to be one of the most complete and capable IT Service Management solutions available on the market today. It is used by some of the most demanding IT organizations in the world, particularly for its span of ITSM processes and scalability. The only thing better than working solely with Remedy is integrating it with the right IT process automation program to provide the ultimate in flexibility, control and automation of IT services. Here’s why.

The 2-way integration of eyeShare IT process automation with Remedy lets you automate alerts, ticket resolution, and ticket closure within Remedy. Instead of manual data entry and long service desk procedures, you can create a closed-loop automated process that accelerates incident management and resolution. Send, retrieve, and query tickets, as well as create, delete, or update tickets at the click of a button.

Most importantly, this integration requires absolutely no changes to the Remedy system, making it the only integration of its kind in the industry today. It simply provides a way to enhance the program’s performance and bring ITSM processes to a whole new level.

To watch a video demonstration of how BMC Remedy easily integrates with Ayehu eyeShare, click here.

How it Works

The Remedy module provides a bi-directional communication channel between remedy and eyeShare. Once the module is defined, eyeShare pulls newly submitted records and updates, translates them into incidents and displays them on the dashboard, initiating automated workflows. What this means for the end user is a tremendous reduction in manual workload and better control over the process.

eyeShare offers easy plug and play integration packs for BMC Remedy which use the appropriate BMC Web Service, combined with eyeShare listener, to enable and configure the target Remedy server, allowing the Integration Pack to function.  In other words, you get zero touch configuration. It doesn’t get any easier than that!

Some of the many advanced capabilities provided by this integration include:

  • Generate new tickets in Remedy
  • Close specified tickets in Remedy
  • Update any allowed fields within Remedy tickets
  • Produce query records of filtered tickets
  • Automate and schedule IT process workflows
  • 2-way notification and escalation capabilities
  • Bi-directional integrations with ITSM
  • Remote resolution and execution
  • Event driven workflow process
  • Generate reports
  • Perform time-to-repair measurements

You were wise enough to choose one of the most efficient, comprehensive ITSM solutions available on the market today. Now, be smart enough to enhance the capabilities provided by that solution by incorporating automation into the process. Learn more about how you can initiate this integration for your organization by downloading the Remedy Integration Data Sheet!




eBook: 10 time consuming tasks you should automate