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Why your IT service desk needs automation

NimishShelat on ‎07-22-2014 08:00 AM

I don't think you'll meet an IT organization today that doesn't need to improve its responsiveness to its user base. The only difference you'd find is how far along each IT department is in making the transformation.


The service desk is a critical piece of this puzzle. What was once a reactive "Help Desk" is evolving (or should be) to become a more dynamic part of IT — what EMA Research has described as a fulcrum for governance, process efficiencies and user advocacy.


An important component of this change is more proactive and automated integration with Operations to better manage the user experience.


Why IT service desks need automation


EMA Research provides a few salient data points:

  • 1,000 incidents or requests a month — that's how much most service desks experience, and a sizeable percentage cope with more than 5,000 per month. Larger enterprises and service providers may deal with more than 100,000 per month.
  • 15 percent incorrect call assignment — on average, the percentage that service desk professionals assign incorrectly, while nearly a third of them incorrectly assign a quarter of all calls they receive
  • 35% of service desk calls are not resolved after the first call


Automating a service desk's process for finding the right technical support person can have a big impact in its own right. According to EMA, one IT organization saved nearly $100,000 in operational costs for help desk calls by using a CMDB to identify linkages between a CI and a CI owner. This type of CMDB service modeling has dramatic implications for both performance management and automation: by linking problem sets with owners, automation flows can connect the person who owns the problem with appropriate diagnostic information and access to required remediation actions.


Into the cloud


IT service desk automation has also proven to be a critical part of supporting cloud services, with intelligent and integrated service desk deployments bringing benefits to both private and public cloud initiatives. EMA has found that IT organizations with integrated service desk support for cloud initiatives are 1.5 times more likely to accelerate the creation and provisioning of new and existing services; more aggressive in assimilating cloud technologies; almost twice as likely to be very successful.


At a time when all departments are under pressure to deliver more value, IT Process Automation is a crucial bridge between the traditional silos of service desks and Operations that allows IT as a whole to step up its game.


Today's service desks require a more automated approach to integration across a wide variety of processes and automation technologies.


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The new HP Operations Orchestration Community Edition is a free download of the platform with out-of-the-box content packs for automating service desks. 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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About the Author


Nimish Shelat is currently focused on Datacenter Automation and IT Process Automation solutions. Shelat strives to help customers, traditional IT and Cloud based IT, transform to Service Centric model. The scope of these solutions spans across server, network, database and middleware infrastructure. The solutions are optimized for tasks like provisioning, patching, compliance, remediation and processes like Self-healing Incidence Remediation and Rapid Service Fulfilment, Change Management and Disaster Recovery. Shelat has 23 years of experience in IT, 20 of these have been at HP spanning across networking, printing , storage and enterprise software businesses. Prior to his current role as a Manager of Product Marketing and Technical Marketing, Shelat has held positions as Software Sales Specialist, Product Manager, Business Strategist, Project Manager and Programmer Analyst. Shelat has a B.S in Computer Science. He has earned his MBA from University of California, Davis with a focus on Marketing and Finance.

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