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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




The Value of Service Management and Automation to Your Organization

The Value of Service Management and Automation to Your OrganizationThe concept of Service Management and Automation (SMA) is a particularly broad one. As such, there is often some confusion as to what it really entails and, more importantly, the value it lends to an organization. Many people, even IT professionals, mistakenly place more emphasis on the IT Infrastructure Library (ITIL) rather than SMA, simply because they both involve the adoption of a best practice process model. In fact, ITIL is merely a component of well-developed SMA initiatives.

According to research conducted by Forrester, in partnership with the USA chapter of the IT Service Management Forum (ITSMF), nearly all large US organizations have adopted some type of ITIL-based approach for their overall Service Management and Automation. Additionally, approximately 60% of IT organizations have embraced ITIL v3 for their operations.

What does this mean in terms of the future and the big picture for IT? It means that an increasing number of businesses will begin seeing the benefits of broad SMA programs. These benefits include: 

Increased Productivity

Standardized best practices reduce the risk of error and simplify execution, naturally improving the overall productivity of the organization. Automation of manual, repetitive tasks frees up personnel to be able to focus on more important, business critical responsibilities. Instead of having to deal with problems after they occur, staff can prevent them from ever happening. IT automation delivers a level of productivity that simply cannot be achieved through manual efforts.

Enhanced Level of Service

When processes are clearly defined and expertly deployed, there is a significant reduction in errors, producing a subsequent boost in service levels. End users and customers will begin to hold their service providers in a higher regard. This, in turn, creates and fosters a sense of loyalty and provides a certain competitive advantage for the organization.

Improved Reputation

One of the most important components of an IT organization’s viability is its reputation. It only stands to reason, then, that by improving the processes that are in place, both internally and externally, the overall view of the enterprise as a whole will be improved. Better output begets better input and it becomes an ongoing cycle of improvement. If the services of an organization are consistently deemed to be quality and trustworthy, the organization itself will be viewed in the same respect.

Reduced Operational Costs

There isn’t a successful business on the market today that isn’t concerned, to some degree, about budget. You simply can’t be profitable unless you find ways to reduce operational costs and expenses.  While ITIL and SMA do require some investments in order to achieve the benefits above, if they are deployed and managed successfully, those investments will see significant return over time. What’s more, as Service Management and Automation efforts continue to improve and mature, the impact on operational cost reduction will also continue to improve. It’s becoming increasingly evident that as technology evolves, the adoption of ITIL as a component of a robust and comprehensive Service Management and Automation initiative will become essential to the success of any organization.





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




Five IT Service Management Operations you Should Automate Today

Five IT Service Management Operations you Should Automate TodayWhen it comes to IT service management automation, there are some things that are a must, particularly in terms of implementation. In order for your organization to realize the maximum benefits, the following 5 components should be present and accounted for.

Configuration Management & Service Asset

For IT service management automation to run most effectively, integration with the AMDB and CMDB are among the most critical. Automation can take care of keeping CMDB current and consistently up to date. Successful automation can also lead to a greater level of accuracy.

Actionable Service Catalog

An organization’s service catalog contains an organized list of any and all information and business technology-related services performed by said enterprise. Furthermore, an actionable service catalog provides the ability for end-users to request services on-demand as well as perform self-service tasks. ITSM automation can help enhance this feature, benefiting both the user as well as the IT department.

Change Management

ITIL should be closely aligned with a company’s change management strategy. Given the importance of a solid policy for managing change, IT service management automation should support any and all change initiatives, not hinder them. Change tickets can and should be opened via automation and should also accompany the approval process to ensure proper compliance.

IT Financial Management

Establishing a cohesive integration between IT service management automation and IT financial management is no longer just an option. It’s a necessity. Successfully achieving this will enable portfolio owners or service providers to maximize output and match growing demand. It also provides a number of practical benefits from a logistics standpoint, such as simpler reporting.

CSI & Service Reporting

Perhaps the most important factor to keep in mind is that automation is not something that you simply roll-out once and forget about. To the contrary, it is most effective and successful when it is implemented in different phases and executed on an incremental basis. IT service management automation tools must be adequately integrated in order to enable service managers to track and govern the automation process.

Other necessities for the IT service management automation process include automated service reporting, accurate fulfillment of automation requests, speed, agility, scalability and sustainability.

Are you accounting for all of these critical components in your IT service management automation strategy?

Could you use some expert guidance or a more sophisticated tool to maximize your ROI? Give us a call at 1-800-652-5601 or better yet, download your free product trial today.

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


Benefits of Combining IT Service Management (ITSM) and Automation

Benefits of Combining IT Service Management (ITSM) and AutomationIT professionals are probably already aware of the many benefits IT service management (ITSM) and automation present when used individually. What many have still not taken advantage of, however, is the enhanced positive impact combining the two together (ITSM automation) can have on both operations as well as the business as a whole. Here’s how.

First, let’s examine some of the many benefits of IT process automation on its own:

  • Lower cost of operations
  • Reduction of costly human errors
  • Faster process execution
  • Adaptability and scalability based on changing business and IT needs
  • Ability to adjust to the ever-shrinking pool of IT resources
  • Taking repetitive, menial tasks from skilled IT personnel so they can focus their efforts more effectively

Now, let’s take a look at some of the specific advantages IT  service management has for a company, based on a report by Forester:

  • 85% improvement in staff productivity, allowing the business to become more competitive
  • 83% improvement in quality of service, which increases uptime and enhances customer service
  • 65% improvement in reputation of the business
  • 41% reduction in operational costs – money which can be reinvested in newer and more innovative initiatives

As you can see, some of the benefits of each of these disciplines when used individually overlap.

Finally, let’s go over some of the ways combining the two into IT service management automation can further enhance these benefits.

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

These incredible results make it that much clearer that ITSM automation is the way of the future when it comes to leveraging both IT best practices and sophisticated process automation tools. Where one alone can be powerful, combining the two will bring business benefits to the next level.

Are you ready to develop and implement an effective IT service management automation strategy for your organization? It all begins with a simple download.

Start your free 30 day trial today and learn firsthand how you can put this strategic combination to work for your business!





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




The Realities, Opportunities and Challenges of I&O Automation- Infographic

Discover how I&O Automation can transform your organization. You’ll see increased efficiency while your operating costs go down. Automate everything from job scheduling to server management.

 

[embeddoc url=”https://ayehu.com/wp-content/uploads/2015/07/eyeShare-Automation.pdf” download=”all”]





eBook: 10 time consuming tasks you should automate




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




Top 10 Reasons Why IT Process Automation is Being Embraced by CIO’s

If you haven’t yet heard of this amazing technology called IT Process Automation, then it’s high time you come out from below that rock you’ve been hiding under. In simplest of terms, ITPA takes the specific pain points within a business – those time-consuming, manual tasks that are sucking up valuable resources and killing productivity – and automates them to instantly improve efficiency and service levels, reduce recovery time and so much more. But that’s all generally speaking. What are the real, meat and potato reasons why CIOs, IT managers and production operation support teams are adopting IT Process Automation?

Here are the top ten, in no particular order:

1. Automating the remediation of incidents and problems. Not only does this free up the resources of time and manpower, but it also significantly reduces human error associated with manual incident monitoring and management. An alert comes in, it automatically gets assigned to the appropriate person, and it’s easily tracked from start to finish.

2. Empowering frontline IT operators (L1 and L2) to resolve more incidents faster. Automation eliminates the need for escalation to higher level teams, freeing those high level employees to focus on more important business-critical matters while empowering lower level staff to take on more responsibilities. This also reduces turnaround time because there’s less red tape.

3. Reducing floods of alerts from monitoring systems and event sources. Better organization and management of incoming alerts means better service levels and fewer delays for delivery of that service. Critical alerts are prioritized and assigned immediately to the correct party for timely and accurate resolution.

4. Automating repetitive maintenance procedures and daily operational tasks. IT professionals possess skills and talent that could be much better allocated elsewhere than simply spent processing repetitive operational tasks. Automating these tasks, such as password resets and service restarts, let’s technology do the heavy lifting, freeing up talented personnel to be able to focus on key issues that would further improve service levels.

5. Creating a consistent, repeatable process for change management. Effective change management is all about organization. IT Process Automation provides management with the tools they need to create comprehensive processes that can be used again and again to produce the same desired results over time.

6. Connecting ITIL best practices with incident and problem management processes. The goal of any operation should be to manage workflow in a manner that is the most efficient and effective, both internally and externally. When ITIL best practices are integrated with the best practices in place for incident management, the organization as a whole becomes much more productive and profitable.

7. Documenting and capturing incident resolution and audit trails. Staying compliant with government and other regulatory bodies remains a top priority among businesses across just about every industry. ITPA provides the ability to consistently remain in compliance and be well prepared should an audit take place.

8. Building an up-to-date knowledgebase to reduced training time and cost. Bringing new employees up to speed costs time and money. Having a comprehensive knowledgebase and easy to implement and learn software reduces the time spent training, improving efficiency of both existing and new employees.

9. Integrating on-premise systems management tools and process with ITSM tools. Service management and IT Process Automation go hand in hand. By joining the two, your organization will be better poised for success.

10. Establishing end-user self-service portal for better services and fulfillment requests. Technological advances have empowered people to be able to manage so many of their day to day tasks on their own. IT Process Automation leverages this concept, providing self-service options for the end-user which subsequently improves customer service and operational efficiency at the same time.

Ready to jump on the IT Process Automation bandwagon?





IT Process Automation Survival Guide




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




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




Ayehu is going to ‪Las Vegas for ‎knowledge15! Stop by booth #731 and meet us in person!

Meet ayehu team at KNOW15Will you be at ServiceNow’s Knowledge15 conference in Las Vegas this year?  It takes place April 19-24 at the Mandalay Bay resort, and Ayehu will be there as an exhibitor (booth #731) demonstrating our latest upcoming release of eyeShare™!  We’ll be revealing some innovative new functionality, so if you get the chance, please stop by booth #731 to check it out, particularly if ServiceNow is on your radar.

Many of Ayehu’s clients have deployed ServiceNow or are thinking about it, because ServiceNow is rapidly becoming the standard for cloud services that transform enterprise service management.  Since eyeShare™ integrates with ServiceNow (Calgary, Eureka, & Dublin versions), we are able to provide IT departments a closed loop process between their Service Desk application and network monitoring systems such as Solarwinds, Nagios, and Splunk.

Once a closed loop process is in place, automating the reporting, resolution, and closure of incidents within the ServiceNow ticketing system becomes a snap.

eyeShare™’s integration with ServiceNow ITSM lets you:

  • Automatically open, update, close tickets and query tables in ServiceNow
  • Leverage two-way SMS and email for event notifications and escalations
  • 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” at the service desk
  • Enforce problem and change management procedures such as ticket status changes and the additions of CMDB entries
  • Easily tailor and customize integration with ServiceNow to your needs.

Hopefully we’ll see you at Knowledge15 so you can see for yourself how easily this functionality can be deployed on your own instance of ServiceNow.  Viva Las Vegas!

Meet ayehu team at KNOW15