IT Service Management Best Practices with ConsoleWorks

By Pam Johnson Pam Johnson Headshot

ConsoleWorks plays an important role in the ongoing support, operation, maintenance, and management of the foundation of the IT infrastructure. By automating and optimizing specific sub-processes that commonly exist in all organizations, ConsoleWorks creates added value for the IT Service Management (ITSM) practice.

These sub-processes directly impact reliability, availability, security, compliance, and the cost of operations – and they either directly relate to ITSM best practices or indirectly contribute to the stated goals of these practices. ConsoleWorks automates and optimizes ITSM best practices into a far leaner and more comprehensive process in areas where there are disparate tools (or no tools) and manual processes. The result is a considerable improvement in key performance measures such as elapsed time, touch time, cost, and Mean Time to Repair (MTTR).

ConsoleWorks offers these value-added ITSM practices through an integrated software environment that includes a knowledge base used for event detection, prioritization, and diagnosis to form a robust end-to-end closed loop remediation practice. With ConsoleWorks, the “tools of the trade” that normally exist as many independent tools are consolidated into a seamlessly integrated software application.

For more information on ConsoleWorks and IT Service Management, read the Whitepaper: ConsoleWorks for IT Service Management

About author:

Pam Johnson is the Director of Solutions Marketing for TDi Technologies in Plano, TX. Her role at TDi Technologies allows her to work with customers to learn about and help solve business problems. She received her B.S. In Engineering Technology from Cameron University and has pursued graduate courses towards an M.B.A. at the University of Texas at Dallas. Since graduation, she has held various positions in engineering, product marketing and even direct sales.

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