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Collaborative IT:
A Pragmatic Approach for Bringing the
Service Desk and Operations Together
An ENTERPRISE MANAGEMENT ASSOCIATES® (EMA™) White Paper
Prepared for Hewlett-Packard
June 2010
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
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 ................................................................................................................................... 10
Collaborative IT: A Pragmatic Approach for Bringing the Service Desk and Operations Together
©2010 Enterprise Management Associates, Inc. All Rights Reserved. | www.enterprisemanagement.com
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