How to increase IT service quality by 50 percent by automating incident remediation

Written by Nimish Shelat, Product Marketing Manager, HP Automation and Cloud Management

 

 Often the best way to judge success is to look at how well you recover, not whether you fail. In IT Operations, a lot of time is spent recovering from mistakes, to the point that it can be hard to move the needle on improving the service quality.

 

Changing how you perform incident remediation can make a difference! Simply fixing an error is never enough. The surest path to improving overall service quality is to progressively employ better ways of identifying events and remediating them quickly. IT process automation and IT process orchestration should play critical roles in this journey.

 

Let’s take a closer look at how automating incident remediation can improve IT service quality.

 

1. Consolidate events

 

It starts with consolidating events to improve visibility across IT support departments. A single event console like HP Operations Manager i (OMi) greatly simplifies how you correlate events from disparate domains such as server, network, desktop, and storage to determine the causal event of a problem or outage. Policies weed out the noise (i.e. irrelevant data and duplicate events), so only the most important events show up on the console. A single event console provides a much clearer understanding of the alerts that are generated from your infrastructure, and it helps prioritize and better define automated resolution.

 

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2. Orchestrate incident resolution

 

The next logical step toward improving service quality is to automate! This is where a solution like HP Operations Orchestration (HP OO) comes in, integrating with your existing IT environment to automate routine IT operational tasks, including incident resolution. HP OO triages and diagnoses the residual alerts, using “flows” that incorporate logic to handle incident resolution. And if remediation is not possible, HP OO escalates and captures all information in a service desk tool. To get started, establish policies to determine “normal” behavior and document the troubleshooting fixes to routine problems.  By implementing these processes as HP Operations Orchestration flows, you will be able to perform consistent incident remediation, which will help improve service quality levels.

 

FREE: The new HP Operations Orchestration Community Edition

 

 

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By creating operations orchestration flows—via a straightforward drag-and-drop interface that uses a library of thousands of operations as building blocks—administrators essentially translate their tribal knowledge into consistent, repeatable and fully automated processes. These flows address issues in the same, consistent way every time they run. Not only does this help tier 1 support admins handle and resolve fairly complex incidents, (reducing escalations to valuable tier 2 and tier 3 subject matter experts), but it significantly reduces human errors.

 

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.

●        Download HP Operations Orchestration Community Edition for FREE

●        Visit hp.com/go/oo-ce for complete details

 

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