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IT Operations Service Management

IT Operations Service Management

Operations and Service Management is a system of engagement that provides two critical functions in your organization. First it provides a connection between your customers’ needs and to those responsible for delivering them in an efficient manner. Second it manages the lifecycle of the business services and technology stack that support your business.

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Business Challenges Addressed by IT Operations Management

  • Reduce IT operating cost
  • Improve quality, availability, & performance for service delivery
  • Reduce the time to make for new services

Business Challenges Addressed by IT Operations Management

  • Reduce IT operating cost
  • Improve quality, availability, & performance for service delivery
  • Reduce the time to make for new services

See How Customers Take Control of
Difficult Legacy Tools

Get Up and Running Quickly

Guided setup with embedded help makes it easy to standardize service delivery and automate manual, repetitive setup tasks. ITIL based best practices are built right in.

Simplify IT Service Delivery

Easily configured portal provides users with a consumer like experience for requesting and tracking services.

Gain Control With Full
Service Visibility

Dashboards provide consistent and actionable information for service demand, service level compliance, and other key performance indicators.

Focus on High-Value Projects, Not ITSM Infrastructure

Our software is built for the cloud and accessible as a service on any device. Upgrades to our IT cloud platform happen automatically so the latest capabilities are available without administrative overhead.

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Explore: Melillo IT Service Management

 

Melillo offers ITSM software solutions to a powerful platform for managing ITIL processes, helping you to rapidly reduce costs, lower risk, improve business agility, and boost IT innovation. And since it's built on an enterprise IT cloud platform, no infrastructure is required.

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IT Service Management Automation

Traditional IT Service Management (ITSM) solutions do not support the changing needs of today’s businesses. Modern applications and infrastructure demand a more efficient, agile and innovative service desk.
IT organizations therefore need an ITSM automation solution that combines all essential elements—Big Data service desk, asset management, configuration management, discovery, and task automation.

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New challenges demand an agile approach to ITSM

Technologies and trends such as cloud computing, mobility, and Big Data put IT organizations under immense pressure to deliver and support services faster. At the same time, IT users expect a consumer‑like experience they know from interacting with popular applications, from searching the Internet and from shopping online. On top of this, many service desk tools are difficult to deploy, configure and maintain, and traditional IT service desk organizations are often perceived as being unresponsive, slow, and having burdensome processes. This inevitably leads to painful and costly service desk projects, unmet business expectations, increased complianceand security risks. User dissatisfaction and a high cost of IT operations are among the consequences.

A successful IT service desk organization needs to be efficient, agile and innovative to help transform from a traditional into a digital enterprise. How can IT get there and tackle the challenges involved with complex applications and infrastructure, all within tight budget constraints?

 

Automating ITSM

Best practice frameworks such as ITIL help IT organizations to align well with the business and to become service‑centric. They also increase IT organizations’ efficiency by introducing processes, workflows, roles, and responsibilities. A simplified ITSM solution with automation can take this to the next level. By leveraging task and workflow automation and applying Big Data analytics and machine learning, IT can demonstrate that it is more relevant to a successful business than ever before. What values and benefits does ITSM automation bring?

Key values drive the success of your ITSM—and decide between win or lose

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Increased service quality

Big Data analytics provides actionable insight and fast knowledge delivery. It allows spotting trends service desk data for an easy jumpstart into proactive IT management. End‑to‑end change and release management automates the execution of changes and releases, which decreases the risk of failure. A Configuration Management System (CMS) supports IT processes, providing a common foundation to increase service quality.

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Reduced cost of IT

Self‑sufficiency, the high adoption and use of self‑services, leads to reduced ticket volumes. Together with faster call handling and problem resolution times, it results in significant cost savings for the IT organization. Accurate configuration and asset information with a complete understanding of application and service models enables IT asset optimization. This helps control IT asset spending, including software licenses, and drives compliance to reduce cost further.

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Improved speed and agility

Robust out-of-the-box processes with codeless configuration, pre-configured solution integration, automated upgrades, and flexible deployment options make it easy to install, configure, administer, and maintain the solution. Task automation reduces manual, time‑consuming, and error‑prone tasks. Automated discovery and automated service modeling speed up the process to keep configuration data current

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Superior user experience

A single front door to IT, responsiveness, and consumer‑oriented self‑services enable a superior user experience. On the one hand, users expect to easily find and access the goods and services they require, and on the other, they want to find help quickly, and if necessary, open a ticket as simple as possible.

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Connect with an Expert

Photo Photo
Tom Palmieri

Director
Operational Intelligence and Service Management


732-742-0477

tpalmieri@mjm.com

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HPE IT Service Management

HPE ITSM combines and integrates proven software for key ITSM functions, including service desk, change management, request fulfillment, release management, and asset management. These are supported by an ITIL‑compliant CMS based on discovery software, and driven by task automation, Big Data analytics, and a service portal. The solution supports all key ITIL process and best practices. PinkVerify Toolsets and ITIL Software Scheme Toolsets have certified the solution for 11 processes. HPE ITSM includes:

ــــــــــ Service desk

With its easy‑to‑use dashboards for reporting, collaboration capabilities, and mobile access, the service desk is at the heart of HPE ITSM. This scalable, robust core standardizes incident and problem management processes, and gives IT and its customers a single communication hub. The service desk enables IT to work as a single organization governed by a consistent set of processes. Knowledge management augments the service desk by leveraging knowledge across the organization and by making answers available in real time to both end users and service desk staff. Service‑level management makes it possible to define and track service‑level agreements (SLAs).

ــــــــــ Change and release management

Automates standard changes and provides visibility and control into end‑to‑end change management. It increases change advisory board (CAB) effectiveness, automates impact analysis and collision detection, detects unplanned changes with discovery, and improves audit and compliance postures. With this, it also helps to plan, schedule, and control the release of services.

ــــــــــ Request fulfillment

Delivers a fast, easy‑to‑use ITSM process for end users and agents, from demand to fulfillment. It helps define and maintain a standard set of user goods and services, as well as provides self‑service access to reduce the service desk’s workload. Easy and holistic global search capabilities across the service catalog, support catalog, and knowledge base provide answers quickly. This helps automate the service request process and reduces service desk cost by providing consistent and predictable cost models.

ــــــــــ Asset management

Manages investments, assets, and resources for better decision making and for cost reduction. It lets IT managers know—from procurement through disposal—what they have, where their assets are located, how much they cost, and who is using them. Software asset management keeps track of software licenses to improve utilization and to decrease IT spending, controlling expenditure, and driving compliance.

ــــــــــ Service portal

Provides a one‑stop shopping‑like experience for IT users. Users can request goods and services and request support. They can find answers to their problems quickly or open a support request just by sending a screenshot of an error or sending a description using natural language to the help desk.

ــــــــــ Big Data

Leverages structured and non‑structured data of ITSM processes and external data sources such as Microsoft® SharePoint. It simplifies incident submission and classification as well as enables proactive problem management. Big Data analytics is self‑learning, making it smarter with every user interaction. Natural language search helps to find the right answers in a given context quickly and increases

ــــــــــ ChatOps

Conversation-driven collaboration across organizational boundaries to quickly respond to and solve incidents by involving people, processes and tools needed.

ــــــــــ Deployment options

Provides a choice from multiple delivery and deployment options for an easy installation, configuration and maintenance of the ITSM solution. Options range from standard software download and installation on your virtualized servers to delivery and deployment via containers in private and public cloud environments.self‑sufficiency.

ــــــــــ Task automation

Increases speed, prevents errors, and reduces risk related to manual and repetitive work by automating common or standard tasks. It can help remediate incidents, execute and verify changes, and provision IT services, ranging from simple access requests to comprehensive workflows such as detect‑to‑correct.

ــــــــــ Configuration Management System

Delivers accurate, up‑to‑date configuration data and service context as a foundation for all ITSM processes, and provides dynamic access to the data through actionable federation. It automates the discovery of assets, infrastructure, and applications, as well as dynamically maps them to services

A sample use scenario

In this sample use scenario for ITSM automation, a new employee requires an email address and access to the service portal. For this purpose, the manager logs a service request to onboard the new employee. Because of this request, an onboarding task is kicked off. It automatically adds the new employee (with name, department code, etc.) to Lightweight Directory Access Protocol (LDAP) and creates a Microsoft Exchange account. After the onboarding task has been completed, both manager and employee are notified. After the according request record has been updated automatically, the service request will be closed. Using the credentials from LDAP, the new employee can now log into the service desk portal to order further goods and services required. This is a simple scenario. Other fulfillment tasks such as ordering a mobile phone or requesting a remote access token could also be part of this request. business become digital enterprise.

Conclusion

An efficient, agile and innovative approach to ITSM is vital for IT organizations to increase the quality of services they provide, to improve speed and agility of the service desk, and to deliver a superior user experience, all reducing the cost to run IT.

Deployment choice, automation and pervasive Big Data analytics are key elements of the IT Service Management Automation solution, and critical success factors for your journey to the digital enterprise.

Flexible hybrid, on-premises and SaaS-like deployment options combined with agile, quick and predictable release cycles, provide fast time to value. Automation speeds up upgrades, workflows and processes, and helps eliminate error‑prone manual tasks. The Big Data service desk leverages unstructured data to decrease problem resolution times, reduce ticket volumes, and increase user satisfaction.

The solution: HPE IT Service Management Automation Suite, the integrated solution to implement this approach. The result: reduced cost of your IT operations and transformed way IT works to help traditional

HPE IT Service Management

 

  • Task automation
  • Intelligent Big Data analytics
  • Simplified configuration and maintenance
  • A single front door for all IT services
  • End‑to‑end change and release management
  • Customizable out‑of‑the‑box best practices
  • Configuration and asset management
  • Agent and Agentless Discovery
  • Flexible deployment options

 

With HPE IT Service Management, your IT organization can

 

  • Implement a single service management solution for all key ITSM processes
  • Decrease service desk response times
  • Reduce ticket volumes
  • Become fast and agile
  • Provide a consumer‑like service experience
  • Help optimize portfolio and asset investments
  • Realize quick time to value with fast deployment and upgrades

 

IT Service Management

Harness big data to accelerate ITIL-driven service delivery, improve user experience, and lower service desk costs.

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Faster Service. Better Experience. Lower Costs.

With HPE ITSM Automation, you can speed up service delivery while making the experience more satisfying for end users and IT staff alike—so you can pick up the pace of key business initiatives. Now your ITIL-based services are easy to access and use, configuration and deployment take minutes rather than hours, and administration and maintenance tasks are simple and fast. Best of all, you can harness big data to provide insight, deliver knowledge, and identify trends.

 

Leave the High Costs and Frustration of Traditional ITSM Behind

Transform the excessive costs and frustrations of traditional ITSM into more productive and satisfied users, lower IT costs, and tighter IT control. An investment in HPE ITSM turns service delivery into a source of competitive advantages and business value.

Software/it-service-management
-itsm - Overview 1

of consumers say the #1 factor that leads to a great customer experience is having their issues resolved quickly.
— ICMI, 2015

Software/it-service-management
-itsm - Overview 2

of organizations are either not sure or not aware of the cost per IT incident.
— 2016 PulseReport, Gatepoint Research

Software/it-service-management
-itsm - Overview 3

of IT organizations say their biggest challenge is reacting to IT incidents instead of proactively anticipating them.
— 2016 PulseReport, Gatepoint Research

The Business Value of HPE ITSM Automation

Enable more productive and satisfied users, lower IT costs, and tighten IT control: Investing in HPE ITSM Automation turns your service delivery into a source of competitive advantage and business value.

Improve User Experience

25% Average reduction on service desk calls

Improve Staff Efficiency

80% Reduction in cost as time spent in change management decreases

Improve Speed and Agility

50% Average reduction on service request times

End-to-End Capabilities. ITIL-Based. Future-Ready

Melillo provides complete ITSM solutions supporting service desk processes plus configuration management, asset management, analytics, and automation—all based on ITIL best practices all supported by expert implementation and expert services.

Transformative Service Management

Melillo end-to-end ITSM solutions are simply smarter at transforming service delivery and support. They automate tasks and manage assets to reduce costs. They speed up service desk processes while improving the user experience. They fine-tune software licensing and compliance. And they harness big data to constantly improve the service desk.

Staff Efficiency

Find out how big data machine learning, deep analytics, and pattern matching expedite ticket handling, facilitate continual service improvement, and empower self-service.

Service Desk Automation

See how automation of common IT tasks accelerates fulfillment of requests, execution of standard changes, and triage and remediation of incidents, improving both staff productivity

 

Introducing Container Deployment Foundation and IT Service Management Automation

The future is now. Transforming to the digital enterprise requires simple, fast and innovative solutions. HPE is taking the lead with a new containerized solution that delivers a robust suite of capabilities and microservices, fast. Providing rapid install & flexible deployment options through Shared Services, Content, and Repository to enable built-in scaling. Combined with agile delivery and predictable releases, IT Service Management Automation capabilities will expand with your demand, empowering your business growth. Read the blog post by Tom Goguen, GM/VP of ITOM, to learn more about the exciting innovations in the ITOM Suites.

Introduction

Trends like digitalization change the way IT is operated, managed, and delivered. It offers tremendous opportunities, but only for those businesses willing to act. According to a recent Gartner study, “Digitalization is no longer a sideshow – it has moved to center stage and is changing the whole game.”1 It will be up to businesses to decide what move to make and the role that IT will play. Some businesses, intent on creating competitive differentiation, are looking to their ITSM systems to accelerate service delivery and provide solutions that empower a growing millennial workforce. Of course, this raises the question: Are legacy ITSM systems – typically aging, onpremise solutions – up to the task? This paper takes a look at today’s technology challenges and workforce expectations, and how legacy ITSM systems are hindering IT’s ability to keep pace – ultimately putting businesses at risk of falling behind.

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IT Departments & ITSM Systems

Face New Challenges

Information technology looks very different today from just five years ago. Virtual environments, private/public clouds, mobility, and big data are no longer considered disruptive technologies, but part of the natural fabric that makes up most IT infrastructures today. These trends are changing the way IT operates. Similarly, ITSM solutions must change the way employees work today – how they request and receive services and ultimately perform. CEOs expect their CIOs to step up and lead the digital charge.1 That requires navigation of technology and workforce landscapes that have shifted dramatically, as well as a willingness to embrace technological advancements. With legacy systems making it increasingly difficult to accommodate tomorrow’s demands, the time to act is now

IT Departments & ITSM Systems

Face New Challenges

Information technology looks very different today from just five years ago. Virtual environments, private/public clouds, mobility, and big data are no longer considered disruptive technologies, but part of the natural fabric that makes up most IT infrastructures today. These trends are changing the way IT operates. Similarly, ITSM solutions must change the way employees work today – how they request and receive services and ultimately perform. CEOs expect their CIOs to step up and lead the digital charge.1 That requires navigation of technology and workforce landscapes that have shifted dramatically, as well as a willingness to embrace technological advancements. With legacy systems making it increasingly difficult to accommodate tomorrow’s demands, the time to act is now

The High Cost of Keeping the Lights On

Traditional IT systems have become more costly and time-consuming to maintain. A staggering 70 – 75% of IT’s budget is dedicated to just keeping the lights on.2 IT leaders are becoming increasingly hard pressed, with the remaining 25 – 30%, to take that next step and play a larger role in driving business outcomes.

IT Services Must Advance – Not Impede – User Productivity

Businesses want IT to deliver greater differentiation through the rapid delivery of new business services and applications. But that’s just part of the equation. ITSM is at the forefront of the user experience. In addition to fast, agile operation, these services must also be easy to use – delivering an intuitive, seamless, 24x7 user experience. By expediting the delivery and quality of services, employees are ultimately that much more efficient and productive in the workplace. Through effective self-service capabilities, businesses can potentially repurpose some of the 70% intended to keep the lights on, allocating more of the IT budget and resource capacity toward innovative projects.

The Millennial Workforce Is Here

While the technology landscape is changing, so too is the personal landscape – and today’s evolving workforce. According to a Pew Research Center analysis, 2015 marks the first year that millennials make up the majority of the workforce in the United States.3 Millennials bring unique capabilities, especially as the first “native technologist” generation. They are “more technologically adept,”4 and are not afraid to seek out answers to their questions. They also have definite expectations about how digital systems should behave. Millennials see a significant gap between their experience of digital systems on the consumer side and the reality of what digital systems in the enterprise can deliver. IT must shrink that gap if it wants to boost millennials’ productivity and, more importantly, harness their talents to help differentiate the business moving forward. The same is also true for non-millennials. As technology evolves and expectations change, businesses, IT leaders, and workers must adapt – instead of digging their heels in – if they want to succeed moving forward

Don’t Risk Getting Left Behind

Success in a digital world, according to Gartner, requires “flipping from a ‘legacy-first’ to an outside-in, ‘digital-first’ leadership mindset.”1 Businesses that choose to do nothing and stick with their legacy ITSM systems aren’t just making it more difficult for IT to address the challenges described above; they’re ultimately putting the business at risk by holding it back. The quest to differentiate becomes more of a struggle to survive.

On-premise delivery mechanism contributes to high IT costs.

Most legacy ITSM systems are based on an on-premise model. The application stack is implemented in the data center and is supported by on-premise servers, operating systems, databases, and other infrastructure components. With this model, legacy ITSM systems that are supposed to act as a business accelerator ironically contribute to the high cost of merely keeping the lights on. As such, the on-premise delivery model further drains IT budgets and prevents teams from pursuing innovation and progress.

Multiple technologies create added complexity

Many legacy ITSM systems are based on a cobbled set of different technologies that have come together through mergers and acquisitions. These pieced-together systems make central visibility and reporting a nightmare for IT teams as they struggle to get systems talking to each other and reporting out the same data. These systems are not easily integrated, and they’re difficult to customize and adapt to constantly changing business requirements. The technological reality is that they are actually holding the business back, making it that much harder to turn IT into a business driver

Closed frameworks block agility

Legacy ITSM systems typically involve closed frameworks that are set up in an authoritative manner. These systems are likely delivering against a predefined set of best practices that tightly adhere to methodologies like ITIL or ISO 20000. While these processes are beneficial, many businesses today want to couple IT tooling with business innovation, and a cookie-cutter set of best practices can only take them so far. They want the ability to build a unique set of processes – customized ITSM service delivery capabilities – aligned with the way they do business. Legacy ITSM systems simply don’t have the agility required to adapt and support requests coming from the business side of the organization.

Not all clouds are created equal

There’s no denying that the cloud is a business accelerator, meeting high standards for performance, security, quality of service, and business continuity. The public cloud market is growing faster than projected, and Forrester predicts it will reach $191 billion by 2020.5 As more and more businesses embrace the cloud as a trusted enterprise infrastructure, they’re also expecting to work with real cloud solutions that conform to a modern cloud environment. It’s not as simple as taking the functionality of an on-premise solution and moving it to a cloud. When looking for the right cloud solution, it’s important to consider how your data is handled, multi-tenancy issues, performance expectations, security, and more. The reality is that many vendors aren’t equipped to deliver to the expectations of a modern cloud environment.

Conclusion

IT departments that are “getting by” with their legacy ITSM systems will very soon hit a point when the challenges and risks described in this paper become prohibitive. Change is inevitable, as forces outside the business demonstrate. It’s up to businesses to decide how they’re going to respond to that change. For many, it requires a major internal shift that allows IT to quickly and flexibly offer the services that best equip a modern workforce. This is the way that organizations can move toward greater differentiation and, of course, stay relevant in today’s digital world.

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