Creating Added Value for the IT Service Management Practice
Many of the best practices documented within ITSM provide guidance on how to perform IT functions in a consistent and reliable manner. It calls for a seamless mesh between people involved, the underlying processes in place and the technology that enables the two.
However, these ITSM best practices make no assumptions regarding possible uses of technology that can automate and optimize many of these activities. When this can be done, it becomes a value-added ITSM practice – which is where ConsoleWorks helps with the use of technology and the data generated by it to turn it into information, and then deliver the information in a way that turns it into knowledge.
How ConsoleWorks Creates Value for ITSM Best Practices
ConsoleWorks plays an important role in the ongoing support, operation, maintenance, and management of 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.
The scope of ConsoleWorks centers on providing knowledge about events that can be automatically detected by technology, for remediation actions and for root cause analysis. For inbound help desk requests, the normal ITSM best practices are improved with ConsoleWorks for diagnosis, root cause analysis and closed-loop remediation.
ConsoleWorks controls elements of the extended data center in a unique way, enabling a new approach with new technology. Because of this, ConsoleWorks is able to maintain a secure, constant, persistent contact with all components of the data center everywhere from anywhere, independent of the presence of an operating system and without bandwidth constraints.
By delivering agentless management technology that begins managing devices as soon as power and a network cable are installed, it allows ConsoleWorks to detect that a component is in trouble before it goes down. Along with the complete Event Lifecycle Management, it enables an immediate path to remediation to anywhere from everywhere. The result is a greater time between failures, quicker remediation of failures, and a more efficient use of personnel – all of which result in a quick return on the investment.