According to Gartner, Service Desk Tools and RBA should be IT Ops top priorities for implementation. Service Desk Tools are largely a replacement market, with more than half of all IT shops having already implemented one (or more). RBA is early mainstream and is only just now getting onto many IT shops radar. Here’s a chart from the Gartner Article “Hype Cycle for IT Operations Management”(sorry the image quality is poor):
IT Service Desk Tools are ranked highly because they are the focal point of process definition and process improvement in IT--particularly for people:people processes like approvals and escalations. Run Book Automation, also known as IT Process Automation is ranked so highly because it helps run IT as a business. With RBA, outcomes are more consistent and accomplished at the lowest possible cost. What’s more, all outcomes are measurable and documented to make compliance tasks simpler and less costly too.
Another way of thinking of RBA is as a way to supercharge the value of the investments you’ve already made it IT tools. You’ve chased inefficiency out of the tasks in IT Ops and with RBA you can chase inefficiency out of the way you link tasks together into processes.
With virtualization projects, compliance concerns and headcount caps all squeezing your capabilities, isn’t it nice that there’s a way to take what you already have and make it even more efficient and effective?
IT Service Desk Tools are ranked highly because they are the focal point of process definition and process improvement in IT--particularly for people:people processes like approvals and escalations. Run Book Automation, also known as IT Process Automation is ranked so highly because it helps run IT as a business. With RBA, outcomes are more consistent and accomplished at the lowest possible cost. What’s more, all outcomes are measurable and documented to make compliance tasks simpler and less costly too.
Another way of thinking of RBA is as a way to supercharge the value of the investments you’ve already made it IT tools. You’ve chased inefficiency out of the tasks in IT Ops and with RBA you can chase inefficiency out of the way you link tasks together into processes.
With virtualization projects, compliance concerns and headcount caps all squeezing your capabilities, isn’t it nice that there’s a way to take what you already have and make it even more efficient and effective?
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