Developing an Enterprise-Wide, Productivity-Focused Support Model

November 14th, 2016ITSM

As the global economy continues to recover and expand, IT managers are being asked to deliver projects and services that support new digital initiatives and organizational growth. However, many IT budgets remain at recession levels, forcing IT managers to squeeze even more from limited resources.

With employee productivity at the heart of organizations’ success and efficiency, IT managers must ensure that users can work as effectively as possible. IT outages or data losses can have a significant impact on user productivity, and therefore business productivity.

There are increasingly sophisticated infrastructure monitoring, management and automation technologies and tools available, with some built right into devices and operating systems, to assist IT support functions. When combined with improved service delivery practices and tools that give an organization a converged view of the performance of an entire IT service landscape and environment, these technologies can prevent and resolve issues quickly and proactively – often before users even become aware of a problem.

Gaining the ability to view and manage the performance of an organization’s entire IT environment through a ‘single pane of glass’ is a crucial step towards leveraging automation to ensure incidents are resolved quickly and efficiently, and in line with business priorities.

Many organizations have a siloed infrastructure as well as service support approach, with separate internal and external IT service teams using different tools to support disparate infrastructure stacks, such as storage, network, end-user environment, applications and security. When an incident occurs, this creates duplication and reduces efficiency and response times as multiple event reports are created in several service queues, and different support teams work separately to identify the location and cause of the issue. By integrating each infrastructure stack’s existing systems into a converged view of the entire IT environment, the root cause of an incident can be identified more quickly, automation can repair and restore where possible, and the appropriate support team can be assigned for resolution.

Even more beneficial to productivity levels, this consolidated view can allow an organization to prioritize support for the most important business services. Within most event management services, alerts lack intelligence related to infrastructure and business service impact and the workload presented to problem-solving teams is not prioritized. By mapping all of the IT infrastructure components that deliver a business service, incidents affecting the components that support the most critical business services (for example, email, supply chain systems or a retail website), can be prioritized for action. Technologies that automate the identification, isolation and diagnosis of an incident, and then the ticketing, queuing priority and workload routing, can be designed to ensure business value is maximized.

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