Process Automation Tools and Strategies for Implementing Incident Management

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1 Process Automation Tools and Strategies for Implementing Incident Management Rapid-Time-To-Value, Reduced Costs, Ongoing Compliance and More Orchestrate, Integrate, and Automate IT Processes With Opalis Denise Jackson, ITSM

2 Introduction Denise Jackson Director of Services, Opalis 22 Years of IT Experience Field, NOC, SOC, Data Center, Service Desk 6 Years Implementing ITIL Incident, Problem, Change in Global managed services 36 customers Certified ITSM, MCSE

3 Why is Incident Management Tough? People, Process, Technology People Process Finding Skills Training Motivation/Attrition Human Error Documentation Audit Cross Silo Consistency/OLA Quality Standardization/Re-Use Responsive to Business Technology Implementation Integration (Compatibility, Cost) Ongoing Maintenance ITIL V3 Operations

4 ITIL V3 Strategies Implementing Incident Management Garner Management Buy-In (Focus on Business Impact and ROI) Get Out of the Trees when Analyzing Process Wait to Rip and Replace Design for Modularization and Re-use Automate Redundant Tasks Ensure Quality Data to Prove Results Communicate Success to Reduce Pushback

5 Implementing Incident Management The Opalis Strategy for Success 1. Identify Priority Workflows (3-5) 2. Re-Design Workflow for Required Outcome 3. Integrate Tools with Opalis 4. Orchestrate across Silo/Dept. with Opalis 5. Automate Defined Steps with Opalis 6. Measure and Communicate Success 7. Expand

6 Opalis Overview Company HQ in Toronto, and sales offices in the Americas, EMEA and Asia Product The leading provider of enterprise level IT process automation software (Run Book Automation) Customer Traction Proven customer success with hundreds of enterprise customers worldwide since 1999

7 Without Opalis Manual cross-silo IT processes Virtual Server 5 Restore Backup Update and close ticket 8 Create ticket to restore VM 2 Service Desk 5 departments 3-4 hours Software Deployment 4 Configure new VM Update to SMS collection & run 6 3 Query CMDB for VM config details Application server down 1 Close event - resolved 7 Asset/CMDB Event Monitor

8 With Opalis Automated cross-silo IT processes Service Desk 5 Staff 0 Staff 3-6 hours 3 minutes Virtual Server Software Deployment Asset/CMDB Event Monitor

9 Opalis IT Process Integration Orchestrate, Integrate, Automate IT Processes Using Existing IT Management Tools No Loss of Previous Investments

10 Customer Savings When Using Opalis Customer Business Challenge Without Opalis With Opalis Estimated Savings Time-to-acknowledge and response to customer outages on 200 servers (9 processes) 25 min 1 min $ 2.5M/year Time-to-onboard new employees through Active Directory (1 process) 45 min 3 staff 2 min 0 staff $ 450k/year (60 requests) Time-to-run 100 maintenance and inventory processes across 2,000 stores 60 min Per store 1 staff 5 min per store O staff $ 150k Prevented on-site staff ($15M) Time-to-fulfill service requests for new virtual servers (1 process) 120 min 2 staff 2 min 0 staff $ 280k/year

11 Opalis Supports Moving Up The Maturity Model IT Efficiency Level 1 Reactive ELEMENT MGMT Control Manage install, config & maintenance of IT Diagnose/Remediate Apply workarounds React to Incidents Reactive Change Task-based processes Backup Maintenance Scheduled tasks Individual Security Asset tracking Expertise by individual Reactive incident response Performance, availability Level 2 Proactive OPERATIONS MGMT Efficiency Inventory maintenance Event monitoring Fault management Incident remediation Change execution Root cause correlation Documentation Siloed processes Server consolidation Data consolidation Image management Virtualization Help Desk response Managed change silo Group Security CMDB Structure - silo Business Enablement Level 3 Service SERVICE MGMT Alignment Monitor/Report on SLA compliance Silos invisible to end users IT generated errors Current toolset integration Related CI visibility Cross-silo processes ITIL/Six Sigma ISO/SOX Audit Security Audit Mature Incident/Change CMDB Maturity Disaster Recovery Response time, business continuity Optimization, service levels Compliance Level 4 Value BUSINESS MGMT Enablement Map IT to business Growth, agility Opalis provides automation at every level of maturity Business service views Financial benefit analysis Customer SAT impact Accurate forecasting Business driven change Financial impact correlation SOA integration Business process Business service mgmt Strategic Alignment Business Continuity Business goal State Mgmt condition IT focus Process IT goal

12 Opalis Solutions for ITIL and More Can Be Applied to Many IT and Business Projects Disaster Recovery Virtualization Security ITIL/ITSM Consolidation Provisioning Test/Restore Backup Storage mgmt Orchestrate failover routine Disaster recovery testing Diagnostics/Re mediation Orchestrate server provisioning Decommission expired servers Automate backup routines Determine rootcause of incidents Reset passwords On-board users Off-board users Coordinate event remediation Orchestrate patch/software deployment Enforce compliance Incident life cycle Application of Work Around Problem diagnostics Fault remediation Change management life-cycle Federated CMDB Configuration compliance Orchestrate data consolidation Integrate systems with service desks Federate CMDB data Bi-directional sync of event/ticket systems Orchestrate server provisioning Update asset mgmt with server attributes Initiate server deployment from service desks Orchestrate compliance steps on server audits

13 Opalis Orchestration Benefits People, Process, Technology People Process Skills Training Human Error Attrition Motivation Documentation/Audit Cross Silo Consistency/OLA Quality Re-use Responsive to Busines Technology Tools Integration (Compatibility, Cost) Professional Services Maintenance ITIL V3 Operations

14 Opalis What are the IT challenges you are facing?

15 The Opalis Difference Questions????

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