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3 ways IT process automation bridges the Service Management and Operations gap!

‎05-08-2014 11:21 AM - edited ‎09-25-2015 10:55 PM

By Nimish Shelat, Product Marketing Manager, HP Automation and Cloud Management


IT Service Desk and Operations teams are like two sides of the same coin. While Ops professionals are more interested in technical detail, service desk personnel are helping their clients. But these different perspectives can create a cultural divide that leads to inefficiencies.


At the end of the day, IT must serve the business. There are growing pressures to improve responsiveness to business users, and deliver higher value at lower cost. Optimizing processes and communication between the IT Service Desk and Operations team is one key strategy.


So how do you bridge this chasm? IT Process Automation can play an important role in the effective integration of these two teams, offering a disciplined approach for both processes and technology.


In this blog post, I will cover how IT process automation technologies can enable end-to-end change and configuration management, and the critical role of HP Operations Orchestration. (In a future post, I’ll share how automation, when used to bridge the ITSM-Ops divide, can also improve incident management.)


FREE: The new HP Operations Orchestration Community Edition


3 key automation features you need

You can improve information sharing across IT organizations for end-to-end change management with the following features:

  1. IT Process Automation for workflows — delegating tasks and seeking approvals
  2. Process-powered change and configuration management — automating changes that do not require approvals
  3. Automated governance, compliance and security-related information — automating audit and reports


Consider a scenario in which a Request for Change (RFC) is opened up in HP Service Manager. Service Manager can automate impact and risk analysis through HP’s UCMDB and Universal Discovery for application dependencies.


Once the ticket is approved, HP Operations Orchestration (OO) takes over. OO coordinates change execution by sequencing tasks, or providing parallel tracks for tasks to be conducted in parallel—for example, between Network Automation for network configuration and NNMi to disable monitoring. By comparing information about your desired state in the UCMDB with performance-related information in Service Manager, you can detect unplanned changes and validate changes.


Just how big are the benefits of automating this kind of change management? One HP customer succeeded in fully automating 30 percent of all of its provisioning tasks, which accounted for annual savings of $4 million.


Maybe service desks and operations teams will never be on the same team. But through the strategic use of automation technology, both can more effectively do their jobs for the benefit of the business.


Experience HP Operations Orchestration NOW!

The new HP Operations Orchestration Community Edition is a free download of the platform with out-of-the-box content packs for automating incident remediation. Designed for easy self-installation, you will be able to begin experiencing within two hours the power of IT process automation and IT operations orchestration.




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on ‎05-08-2014 11:56 AM

There is a great EMA whitepaper on this topic that is also worth downloading - EMA: Collaborative IT: A Pragmatic Approach for Bringing the Service Desk and Operations Together

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