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IT Operations & Workflow Automation

Most IT organizations seek to become more customer-oriented in order to demonstrate their value and contribution to their businesses. ITIL offers a systematic, professional approach to the management of IT service delivery, the adoption of which provides manifold benefits: increased customer satisfaction, lower risk of non-alignment of IT and business, reduced cost of developing organizational procedures and practices, greater reliance and confidence in IT services. Transformational IT Management (TrIM) is Serviceberry’s approach to IT Operations Management & Workflow Automation. While IT Operations Management is device focused management and Workflow Automation is focused on Enterprises that needs to move faster, but lack of process and legacy tools holding them back. Every day, thousands of customer requests, IT & Security incidents, and HR cases follow their own paths, moving back and forth between people, machines, and departments. We are replacing these unstructured work patterns of the past with intelligent workflows of the future.

Transformational IT Management (TrIM) is ‘business-aware’ IT Management. IT Operations Management aims to resolve the alignment mismatch between IT and business. TrIM equips IT organizations to effectively support business goals of growth and profitability. This translates into IT’s ability to improve service, enhance efficiency, boost productivity, drive growth and deliver business value. Business perceives IT quality of service in terms of user experience. A déjà vu moment for all IT organizations is when line-of-business owners demand better, more consistent service guarantees for key apps and services within the constraints of perennially tight budgets.

Traditional IT Operations Management concepts like Proactively Identify Service Issues, Pinpoint Disruptions, and Automate Remediation are now getting extended to IOT as well. With decades of experience in IT Operations Management, we are clearly seeing Serviceberry playing a vital role in helping our customers in this journey.

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Serviceberry’s TrIM

Serviceberry’s TrIM portfolio and approach is distinct and different, being based on best practices and libraries combined with in-depth domain as well as technology expertise that are aligned with real business needs.

We believe that Enterprise IT Management projects do not yield expected results because of high focus on the tool implementation. It is crucial to spend more time on analysis, planning and design to achieve high impact service delivery. This is achieved through Serviceberry’s TriM Framework.

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TrIM is a journey through a number of IT Management initiatives aimed at enabling enterprise IT to first understand and then align itself to the business.

  • ITIL Process Alignment
    1. Implement, integrate and automate standard, best practice processes
    2. Think Service Quality
  • Discovery and the CMDB
    1. Dynamically create the configuration management database
    2. Implement ‘just enough CMDB’ as you go along
  • Business Applications Awareness
    1. End-to-end monitoring of business application performance as, when and how it is used.
  • Business Service/Process Mapping
    1. Service Models are links between IT view (component) and business view (application)
    2. Grouping of infrastructure components (CI) in a model of an IT application (service)
    3. Presentation of IT environment performance in the business context with suitable KPI’s
    4. Measure differently: Service oriented SLA’s and OLA’s
  • Integrated IT Management
    1. Ability to enforce policy on IT through changes in Business KPI’s

TrIM requires IT organizations to think in terms of business applications, not servers and networks. IT needs to manage from the applications inward, not from the infrastructure outward. Business Applications need to be monitored from the user perspective, reporting on how the application is being consumed and the quality of that interaction. Applications are aligned to services and/or processes in a Service Model with key metrics defined and relationships between services and/or infrastructure resources established. Services therefore reflect the state of monitored business applications and infrastructure resources.

  • Executive visibility into IT
    1. Aligns IT with Business
  • Helps deliver service levels required by business, dynamically and responsively
    1. Agile IT impacts both the top-line and bottom-line
  • Operational Benefits
    1. Predictability & Cost Savings: through automated routine tasks & best practice processes
    2. Reduced Time to Market: Automation facilitates dynamic provision of IT assets & dynamic workload management
    3. Reduced Downtime: Consolidated management leads to quicker repair
    4. Making IT Strategic once again: Resources are freed from performing routine tasks
  • Improved customer experience through higher responsiveness
    1. Monitors application and transaction performance metrics such as end user response time
  • Improved communication and collaboration among technical silos
    1. Unifies technical silos to provide business-centric IT services

We Listen and deliver your desired outcomes. We are Serviceberry.