IT Service Support

Introduction

IT Service Support describes the daily tasks managed by IT support teams involved in incident, problem, configuration, change, and release management. In practice, many large enterprises have seen these functions partitioned into functional "silos" over the years. Different business units or data centers often employ different IT management tools, procedures, approval processes, and policies.

Run Book Automation software can break down these operational silos, by enabling the creation, deployment, and maintenance of cross-silo IT processes. Significant operational cost savings can be realized by taking a holistic, full-lifecycle approach to the automation of the entire Service Support function.

Incident Management Automation

Complex IT systems generate a large volume of events (alerts, notifications, and errors). It is difficult for IT operations staff to prioritize events and identify which are critical to overall IT system function. Run book automation enables IT operators to focus on critical system function by relying on the automation system to categorize, prioritize, and elevate only events of interest to the IT operator. All others are dealt with automatically by the automation system.

EMS being used to process an event generated by BMC Event Manager. [Click image to expand]

Problem Management Automation

A high percentage of incidents arising in IT systems are repeat instances of an event for a given set of circumstances. Problem management is the knowledge base that holds the best practice solution for a given incident and the situation in which it arose. Run book automation does the query against the knowledge base in order to ascertain the best course of action. This can be fully automated (closed-loop) or partially automated offering up a selection of recommended course of actions.

Configuration Process Automation

Configuration management database systems (CMDBs) must be accurate and up-to-date to be an effective resource. Run book automation ensures that multiple configuration tools and processes are orchestrated across functional disciplines and technologies and that the CMDB is always current, consistent, and accurate.

Change Process Automation

On-going change management is the most time-consuming part of the IT lifecycle. Run book automation streamlines the change management process, from self-service user environments (which deploy new resources and make changes automatically, within strict policy guidelines) through resource requirements analysis and decommissioning.

EMS calling a change management system to make a system configuration change. [Click image to expand]

Release Process Automation

Rollout and version control systems provide many benefits, but they must be integrated and tied together with enterprise release policies that are easy to create, modify, and deploy to yield the greatest return.

Learn more about ITIL process automation by viewing our customer case studies