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Re: Do you need babysitters for your IT Services?

chuck_darst

Scott,

 

First, what do 1984, James Cameron, Arnold Schwarzenegger, and Linda Hamilton all have in common? With that out of the way, I can get back to business!

 

Thinking of the automated break-fix scenario (aka Closed Loop Incident Process or CLIP inside of HP), there is a good EMA whitepaper on this overall topic - Collaborative IT: A Pragmatic Approach for Bringing the Service Desk and Operations Together. It requires a short registration, but cover the automated break-fix scenario and also change management in more detail.

 

This is a great topic which is spreading with standard changes, requests, and releases - in addition to the more historical ITSM areas of incident management linking back to run book automation. I would happily buy a drink for anyone of your respondents that makes it to HP Discover.

 

Chuck

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About the Author

chuck_darst

HPE IT Service Management Product Marketing team manager spanning our solutions for the service desk, asset mngt, CMS, and more. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.

Comments
chuck_darst

Scott,

 

First, what do 1984, James Cameron, Arnold Schwarzenegger, and Linda Hamilton all have in common? With that out of the way, I can get back to business!

 

Thinking of the automated break-fix scenario (aka Closed Loop Incident Process or CLIP inside of HP), there is a good EMA whitepaper on this overall topic - Collaborative IT: A Pragmatic Approach for Bringing the Service Desk and Operations Together. It requires a short registration, but cover the automated break-fix scenario and also change management in more detail.

 

This is a great topic which is spreading with standard changes, requests, and releases - in addition to the more historical ITSM areas of incident management linking back to run book automation. I would happily buy a drink for anyone of your respondents that makes it to HP Discover.

 

Chuck

Alan Bannister

Great blog - but SkyNet might disagree: http://www.skynet.com.

:-)

Alan

 

3steveco33

The use o ACPI standards should greatly increase the level and safety of automation...Thank you for the usefull and informative article.

 

HPITSM

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chuck_darst

Scott, came across this white paper on how TCS is using HP Software to provide an automated provisioning platform. It does require registration - https://ssl.www8.hp.com/ww/en/secure/pdf/4aa4-5484enw.pdf. And, it does include Service Manager 9.

 

Chuck

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