By Nimish Shelat, Product Marketing Manager, HP Automation and Cloud Management
We live in an age of instant gratification. There are times when we begrudgingly accept that we must “wait” for something really important, but many of us go to great lengths to avoid these patience-testing exercises. We prefer to engage with organizations and people that keep us waiting as little as possible. This makes efficient service delivery a tremendous competitive differentiator.
This applies even in IT Operations, where IT competes against the spectre of “shadow IT”. As I’ve written before, everyone in IT needs to make a shift from servers to services. Part of this is about finding the best way to serve the business. Waiting for hours or days to get a service request like “provision a server” fulfilled no longer cuts it! One of the most impactful ways to support service-centric IT management is to improve service request fulfillment.
When scripts are not enough
In many cases, IT administrators are still relying on manual processes, repeatedly logging into and out of multiple systems and GUIs, and using command-line tools and scripts to fulfill service request. Scripts can be effective, but only to an extent! Scripts inherently have a disadvantage: they are custom, not scalable, not standard , create duplication, need regular updating – in short not classy enough for an enterprise solution.
Accelerate service request fulfillment
IT Process Automation and IT Process Orchestration solutions like HP Operations Orchestration software coordinate automated actions across multiple groups, tools, applications, and cloud providers.
With IT Process Automation and Orchestration, specialists don’t have to log in and out of multiple systems; log files are captured with a click of a single button. IT operators don’t have to deploy and maintain scripts—or worse, ask users to execute commands and email the resulting information. Orchestration automatically documents all actions performed and enables the same processes to be reused by others. And when an administrator moves on, IP doesn’t walk out the door.
How to get started
Based on the experience of other customers who have successfully rolled out IT Process Automation and IT Process Orchestration for service fulfillment, we recommended you start with orchestrating between five and 10 high-volume requests. By automating the processes that lead to fulfillment, you can quickly demonstrate the impact of provisioning services in minutes instead of hours or days.
It is also an important first step toward a larger vision of IT self-service. Because let’s face it, in an age of instant gratification, business users only want what we all do: the ability to get what they need as soon as they can, without waiting!