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EMA: Collaborative IT: A Pragmatic Approach for Bringing the Service Desk and Operations Together

This report looks at the dynamics underlying the pressure for IT managers to optimize process efficiencies as well as the best practices (1.0 MB)
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13 pages
Overview

Organizational changes to support cross-domain collaboration represent the single most important transformation in IT over the past thirty years. Silos within operations, the service desk, and application development are being bridged by integrated automation management solutions designed for modularity, cohesiveness, and automation.

You will learn about best practices and technologies you can use to support an effective integration of the Service Desk and Operations teams. You will also learn about closed loop incident and problem management, as well as end-to-end change and configuration management, with a particular focus on automation. Finally, you will see the disciplined approach of HP for addressing these requirements from both a process and technology perspective.

Table of contents
Executive Summary
1
Market Background
1
The Service Desk vis-à-vis Operations
1
The Growing Role of the Service Desk
2
Automation as a Way of Bridging the Service Desk/Operations Divide
3
Key Automation Benefits and Technologies
5
Some Best Practices in Adopting Automation Technologies
5
IT Process Automation or Run Book Automation (RBA)
6
A Service Modeling System that Bridges Real-Time and Non-Real-Time Requirements
6
HP’s Approach to Automated Operations
7
Two Key HP Technologies
7
HP Software Services
8
Two Process Examples
8
Closed Loop Incident and Problem Management
8
Integrated Change Management
9
EMA Perspective
10
About Hewlett Packard
11