IT Operations Management (ITOM)

Clear the queue! Accelerate your service request fulfillment with IT process automation

Clear the queue! Accelerate your service request fulfillment with IT process automation


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.


Download the HP Toolkit for IT Orchestration


servicerequestmgmt.pngWith 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!


Learn more about IT process automation and operations orchestration


The HP Toolkit for IT Orchestration features more insights into the transformative effects of IT process automation and orchestration:

●      See how orchestration helps you maximize the advantages of the cloud

●      Explore the business advantages of orchestration with an infographic that shows how orchestration is delivering 75% efficiency gains with scale from 1-100K+ servers

●      Read real-world case-studies about the impressive results HP customers have achieved


Download the toolkit here.


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About the Author


Lending 20 years of IT market expertise across 5 continents, for defining moments as an innovation adoption change agent.