Simplifying IT operations management

Your enterprise’s IT infrastructure is uniquely designed to meet your varied customer needs and requests. As your enterprise grows, your infrastructure becomes more complex. When this is combined with an increase in cloud adoption, your enterprise will be dealing with complex hybrid infrastructure. In fact, at a certain stage, it will become mandatory for your enterprise to automate as many IT services as possible. And when your businesses expand globally, responding to IT support requests rapidly becomes a compulsion.

Not being able to resolve an issue immediately can cause serious, yet preventable, problems.

IT operations management (ITOM) services, one of Trianz’ core focus areas, is an essential component of the ever-expanding IT system spectrum. ITOM covers incident management, knowledge management, service request management, asset management, besides service portal and change management. ITOM focuses explicitly on restoring a faulty service almost instantaneously by automating the resolution of IT infrastructure incidents.

Understanding service automation requires knowledge of how common IT issues can be automatically resolved and enriched for resolution by first-tier technical support, rather than depending on specialists. This enables your specialists to focus on other business-critical functions. For effective operations management services, it is imperative for you to have a robust and integrated IT Service Management (ITSM) infrastructure.

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Improved Results from Your ITOM Strategy

The ServiceNow IT Operations Management will help you to automate the process of working on IT infrastructure incidents. These incidents are often the cause of significant customer facing outages, which is why it is so critical to have them addressed as quickly as possible. Having this system in place will help to streamline the troubleshooting and incident resolution process in many significant ways, such as:


Comprehensive Mapping of Services

The process of service mapping is where IT assets are associated with business services that they are used for. In the event that there is an outage, planned upgrade, or other event taking place, this service map can be used to notify the business teams that will be impacted. Ideally this can allow business teams to prepare for the impact and implement work arounds.

Even when it is a production facing incident, alerting the business leaders of the outage will let them manage customer perception more effectively.


Manual & Automated Discovery

Having a holistic view of the entire IT environment is critical for tracking and troubleshooting incidents. The ITOM system helps to facilitate the discovery of all assets on the network. Assets can include physical hardware, cloud resources, applications, and more. Keeping your database up to date with every asset is essential for troubleshooting and tracking outages.

Discovering new assets is something that can either be done manually by entering in information when the asset is stood up, or through an automated process built into the ITOM platform. The automated process actively monitors the corporate environment for new assets and creates an entry when one is discovered. Not only does this make the discovery process easier, but it can also provide near instant alerts should an unauthorized asset appear on the network.


Root Cause Analysis

Resolving an infrastructure and restoring systems to their normal state is the primary goal during any type of production facing outage. In addition to rapidly restoring services, however, it is also important to identify the root cause of any outage so that steps can be taken to prevent it from happening in the future. The ITOM system makes it easier to analyze outages and look for what caused the problem.

Outages can be caused by many different things including hardware failure, improperly implemented changes, user error, and more. Going through the process of investigating the root cause will help to pinpoint where the failure took place so that processes can be put in place to keep it from happening again.

Streamlined User Support for Reduced Downtime

Elimination of Low-Level Ticket Triage

At the help desk or service desk level, a large percentage of incident tickets are very repetitive and require little active triaging. ITOM can help to build processes around these issues so that they can be resolved faster, easier, and without human intervention. It is also possible to use artificial intelligence to fully automate many of the low-level tickets that come in. This helps to reduce the total number of calls/tickets that need to be handled by a person.

Automation of Server Operations

Many common server tasks can be automated using scripts and AI strategies. Automating things like software upgrades, system patching, user management, and other common activities not only saves a significant amount of time for your engineers but will also dramatically reduce the risk of human error. When managing servers and other infrastructure on a cloud environment, it is even possible to fully stand up new resources without the need for engineer involvement.

Up-To-Date Business Service Mappings

ITOM strategies will proactively monitor your entire environment for new assets including hardware, software, and more. It can also intelligently identify service relationships between business apps and back end resources. Keeping your documentation and list of dependencies up to date is critical for overall operations management and can be done automatically using ServiceNow.

Improved Operational Management and Customer Satisfaction

The end result of all the effects that ITOM offers is an overall improvement in operational management, which leads to better customer satisfaction. IT teams will be able to minimize outages and downtime outside of set maintenance windows, which helps to improve the level of service your business is able to offer customers.

Orchestrating the transformation with Trianz

Our analysts and advisors continuously monitor trends and potential developments in the IT infrastructure space, such as the evolution of Robotic Process Automation (RPA) and Artificial Intelligence (AI) techniques, to provide accurate advice to your CIOs and help them adopt these enhancements to improve IT operational efficiency.

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