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Collaborative Process Optimization for IT Operations

 
 
Improving the efficiency and effectiveness of IT Operations continues to be a key focus of IT investments. With labor comprising over 70% of IT spending, increases in operational expenses have taken away from investments in new business innovation.  IT Problem and Change Management today continue to require IT operations to dedicate highly-paid subject matter experts to perform repetitive diagnostic steps.  This often results from problem remediation steps being carried out independently and without the use of historical reference or automation. This perpetuates a recurring “learning cycle” that fails to benefit from process improvement and increases costs over time.
 
     
  Solution Design  
 
Resolve is an innovative wiki-based runbook automation system designed to help capture and automate best practices for IT Operations. The wiki-based runbook is designed specifically to promote collaboration and process reuse without the overhead of traditional document management and business process management applications.  In addition, Resolve’s integrated automation system leverages existing investments in tools, scripts and utilities to transform static procedures into collaborative, actionable processes that contain best practices.
 
     
  Technical Features  
 

• Collaborative Wiki-based runbook management system to capture best practices

• Wiki documents support native HTML, wiki syntax, template and Groovy/Java scripting

• Actionable runbooks with embedded ActionTask for executing automations on-demand or as an orchestrated process

• Runbook problem worksheet containing actions and test results for multi-group problem diagnosis and resolution

• Distributed agent and agent-less automation / integration to leverage existing tools, utilities and scripts

• Web user interface with role-based permissions and access controls

• Audited ActionTasks and processes for IT governance and compliance Includes over 200 ActionTasks and System Integrations

 
     
 
 
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