New whitepaper available - Collaborative IT: A Pragmatic Approach for Bringing ...

Let me get back to the automation theme again. In my blog posts "IT Service Management – it’s all about automation, is it?" and "IT Service Management – it’s all about automation, it is!" I talked about how cost-intensive and error-prone manual IT processes can be, and that they slow down collaboration and lack repeatability, especially in these days of ever-growing complexities. As an example, I also discussed a simple change management process.

 

Now, Enterprise Management Associates (TM) has published a whitepaper on the subject, Collaborative IT: A Pragmatic Approach for Bringing the Service Desk and Operations Together.

 

The paper starts with providing some market background, EMA (TM) then discusses how to effectively integrate service desk and operations teams by looking at the role of the growing service desk and automation as a way to bring together the service desk and operations.

 

Then, the paper discusses key automation benefits and technologies. There you learn about best practices in adopting automation technologies, IT process automation, run book automation and a service modeling system.

 

Finally, the paper digs into HP’s approach to automated operations, talking about key HP technologies and two examples on process automation. The first is about closed loop incident and problem management (frequently referred to as CLIP), the second about integrated change management (also known as CCRM within HP).

 

Do you want to read more? Get the whitepaper? Then please visit the HP IT Service Management website for a download of the paper. You find it under "Analyst reports".

 

Let me know what you think about the findings? What were your most interesting key takeaways from this paper? I would love to hear from you.

 

Michael Pott

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About the Author
Michael Pott is a Product Marketing Manager for HP ITSM Solutions. Responsibilities include out-bound marketing and sales enablement. Mic...


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