IT Operations Management (ITOM)

Stop the escalations! How Tier 1 operators CAN resolve complex incidents

Stop the escalations! How Tier 1 operators CAN resolve complex incidents


Your team of Tier 1 operators have their runbooks, and they’ve got their knowledge-bases. They can draw upon their own tribal knowledge of how your IT systems function. Yet issues still arise in your IT environment that can’t be solved through standard operating procedures. And when they do, it seems there’s no choice but to escalate.


How much time do your Tier 2 and 3 responders spend reacting to escalations? It should be a last resort, however, as the complexity and interdependencies within IT environments increase, escalations can become more common. Ask yourself, what are the long-term operational implications of frequent escalations on thousands of incidents per month? Tier 1 is less productive, while mean-time-to-repair increases, and the users of IT services will almost certainly experience impacts.


As an IT organization that (like most) faces pressure to reduce costs while still improve service quality, you have to make the most of what you have. Achieving a higher utilization of Tier 1 operators can free up Tier 2 and 3 for more proactive measures.


Empower Tier 1

It’s worthwhile to think about why Tier 1 operators resort to escalation. Often it is not a lack of skill or experience — it’s that they don’t have enough information at hand to identify the root cause and determine the optimal process for remediation.


A solution that ties consolidated event management and process automation can enable Tier 1 admins to take on a greater role resolving complex incidents. Let’s take a look at how HP Operations Orchestration (OO) and Operations Manager (OM) work together to empower your Tier 1 operators.


FREE: The new HP Operations Orchestration Community Edition



How automated remediation works

  • OM policies trigger automatic actions that launch scripted diagnosis and self-healing. For example, if it detects a service outage of some kind, it launches an OO flow, which includes opening an incident ticket in Service Manager
  • OO may also kick off a compliance audit in HP Service Anywhere that could, for instance, detect that a configuration file was updated
  • OO flow disables monitoring and initiates the repair
  • OO updates the Service Manager ticket with a full audit trail
  • OO flow acknowledges the OM alert event and closes the service ticket


How does this helps Tier 1? As a fully automated process, it obviously eliminates the need for IT operators to manually undertake each of these steps. But operators may also launch “guided” OO flows that allow them to make decisions interactively.


Save time and money, plus improve quality

Either way, the benefits can be huge. One HP customer — which takes a $3,000-$5,000 financial hit for every minute of downtime — was able to improve time to repair from 2-3 hours to just seconds. Forty percent of all its incidents are now automated, which has generated $100,000 of savings per week, $5 million annually.


Consolidated event management with process automation improves service and reduces costs in several ways. First, by automating repetitive tasks that Tier 1 operators would otherwise have to spend time on, it enables Tier 1 operators to take a larger role in resolving complex incidents. When they do still have to escalate, it helps to minimizes the reactive time that Tier 2 and 3 responders spend troubleshooting, diagnosing and fixing problems. Finally, automated processes provide standardized, consistent methods that significantly reduce or even eliminate human error.


Experience HP Operations Orchestration NOW!

The new HP Operations Orchestration Community Edition is a free download of the platform with out-of-the-box content packs for automating incident remediation. Designed for easy self-installation, you will be able to begin experiencing within two hours the power of IT process automation and IT operations orchestration.


  • infrastructure management
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About the Author


Nimish Shelat is currently focused on Datacenter Automation and IT Process Automation solutions. Shelat strives to help customers, traditional IT and Cloud based IT, transform to Service Centric model. The scope of these solutions spans across server, network, database and middleware infrastructure. The solutions are optimized for tasks like provisioning, patching, compliance, remediation and processes like Self-healing Incidence Remediation and Rapid Service Fulfilment, Change Management and Disaster Recovery. Shelat has 23 years of experience in IT, 20 of these have been at HP spanning across networking, printing , storage and enterprise software businesses. Prior to his current role as a Manager of Product Marketing and Technical Marketing, Shelat has held positions as Software Sales Specialist, Product Manager, Business Strategist, Project Manager and Programmer Analyst. Shelat has a B.S in Computer Science. He has earned his MBA from University of California, Davis with a focus on Marketing and Finance.