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To succeed in the era of digital transformation, organizations must be able to implement, operate, and manage technologies and solutions quickly and efficiently, with no tolerance for disruptions and downtime. Meeting these requirements depends on the ability of operations management (ITOM) and service management (ITSM) to collaborate seamlessly to resolve and prevent issues—but in reality, staffing challenges, decentralized infrastructure, siloed processes, and the speed and complexity of data leave I&O teams struggling and fragmented.
When every second counts, IT service and ops teams need to share a clear view of the entire infrastructure and its relationship to business services, as well as a fast and efficient way to prioritize and remediate issues and vulnerabilities. BMC Helix bridges the gap to enable Proactive Service Resolution so these teams can act as a single, cohesive entity to operate and remediate highly dynamic and complex environments accurately, quickly, and efficiently. Organizations can:
• Improve the quality of service by reducing Mean Time to Repair (MTTR)
• Lower IT costs by eliminating redundant work and automating remediation
• Reduce risk with business-aware management and prioritization
With BMC Helix, IT organizations can deliver Proactive Service Resolution and leverage industry-leading ITSM and ITOM capabilities natively, powered by cognitive automation, to drive efficiency, speed, and innovation across their transforming digital environment.
According to customer research by BMC Software, end users are the first to know about an issue 80% of the time. By this time the outage is already impacting customers and business.
The Damaging Business Impact of Siloed Incident Resolution
Time is of the essence in the digital economy. The modern business is more dependent than ever on technology and has zero tolerance for outages and delays. However, traditional IT tools and processes struggle to support the speed and agility today’s digital businesses require. Taking a siloed approach to event resolution, they lack essential contextualizing information from the service and operations management disciplines, leaving I&O teams struggling to understand the entire environment as a whole. Resources are limited, compounding the challenge. As a result, IT service management and operations management teams are unable to collaborate effectively, increasing downtime, cost, and risk.
The impact of siloed incident resolution can be devastating to digital business performance and competitiveness.
Impaired service quality
Working in isolation from operations management, the service desk, the first line of contact for most employees and customers, often lacks the information needed to correlate an incident with specific infrastructure components or identify the root cause. As a result, they waste valuable time and resources on redundant work, increasing MTTR. For internal-facing services, such delays degrade productivity and frustrate employees. For customer-facing services, a disappointing experience can be devastating, with the nearest competitor just a click away.
Even worse, IT is often unaware of events until end users notify them. According to customer research by BMC Software, end users are the first to know about an issue 80 percent of the time. Instead of resolving issues proactively to avoid impacting customers and business, IT responds only after the damage has already begun
Inefficient Use of Resources
To deliver optimal service, I&O needs to address issues proactively, before they affect the business. In most organizations, though, a lack of visibility into the relationships between IT infrastructure, configuration items (CIs), and specific applications and services leaves I&O without an understanding of the environment as a whole. This fragmented visibility makes it much more difficult to anticipate and prevent problems, or to troubleshoot and resolve them quickly when they do arise.
Inefficient Use of Resources
To deliver optimal service, I&O needs to address issues proactively, before they affect the business. In most organizations, though, a lack of visibility into the relationships between IT infrastructure, configuration items (CIs), and specific applications and services leaves I&O without an understanding of the environment as a whole. This fragmented visibility makes it much more difficult to anticipate and prevent problems or to troubleshoot and resolve them quickly when they do arise.
Lacking insight into root causes, the service desk often routes incidents from one team member to another in hopes that it will land with someone who can resolve it. In the worst case, a lengthy, war-room scenario hinders people throughout IT. In distributed data center environments, IT may even be unable to determine where to focus its response. Meanwhile, additional outages triggered by the same root cause enter the system as separate events, adding to the flow of duplicate and misrouted tickets. A lack of automation slows processes at every stage of the cycle, from investigation to remediation. At many organizations, up to one-quarter of issues remain unresolved for longer than 24 hours—even as service desk members work harder and harder.
Even during routine operations, inefficiencies plague many I&O teams. Siloed visibility prevents teams from identifying where workloads can be shared without degrading performance and availability. As a result, these organizations may grossly overspend to meet performance targets.
As I&O teams struggle to keep up with the complex demands and intense time pressures of digital business, quality and cost issues can put the organization at increasing risk. Outages and incidents increase, hampering productivity and alienating customers. A lack of prioritization can leave business-critical outages lingering while less important issues are addressed first. Scarce resources are allocated inaccurately and inefficiently, leading to waste that leaves the organization doing less with more.
Facing rising service demands and zero tolerance for outages, modern IT organizations need a more effective way to manage increasingly complex, dynamic, and distributed IT environments. Their needs fall into three areas of focus:
- Improve service quality and reduce MTTR through closer ITSM-ITOM collaboration and visibility
- Lower cost by reducing the number of people involved in the resolution, eliminating redundant work, and automating remediation
- Reduce risk with service-aware operations management prioritized according to the needs of the business