IT Service Management

Automate processes and improve the management of IT operations
Content starts here
Automate processes and improve IT operations management

Overview

Your end users must have access to the applications and services they need to do their jobs. Any disruption to your operations and ability to deliver those services can have serious consequences. You need IT automation tools and best practices to design, implement and improve the processes that control and manage your applications and infrastructure. These solutions can quickly identify, isolate and eliminate problems within your technology environment and improve service levels to your business.
To automate and improve IT operations management, look for IT service management solutions that address:
  • Change and configuration management – Reduce risk by improving your ability to plan, implement and manage changes within your IT environment
  • Consolidated service desk – Decrease time to resolve service outages by automating your incident, request, problem and service level management processes
  • Infrastructure management – Reduce your costs by automating your operations and systems management

Put IT service management solutions to work

Improve service and response while reducing costs

Improve service and response while reducing costs

By standardising processes and automating global IT workflows, Black & Decker is able to:
  • Reduce IT-related business disruptions
  • Improve service levels
  • Increase productivity
  • Lower equipment costs
  • Speed resolution of issues

» Download this story (336 KB, PDF)

Improve performance and availability

Improve performance and availability

By implementing an IT service management solution, Austrian Airlines can:
  • Cut problem resolution times by 20 per cent
  • Achieve a return on investment in 18 months
  • Reduce flight delays and improve customer satisfaction

» Read more about this story (253 KB, PDF)

Deliver time and cost savings

Deliver time and cost savings

By replacing manual, labour-intensive processes with automated work flows, NSRI is able to:
  • Cut time-to-repair from as high as 2 to 3 person hours to seconds
  • Reduce operations costs by US$5 – 10 million annually by automating manual tasks
  • Reduce response times so the business avoids cost of downtime, which can reach US$5,000/minute
  • Maintain support levels during migrations to new software and infrastructure

» Access this customer story (330 KB, PDF)

Key components