Automation of IT processes is a solution offered by Ibis Instruments in order to implement various IT processes based on ITIL best practices. This solution enables the implementation of various IT processes that will direct your operational activities with a clear distribution of responsibilities across functional groups within the organization and enable continual improvement of IT processes. The solution enables the complete implementation of support for the functions of Service Desk and related IT processes as well as a reliable CMDB that is a key component for all IT processes. It provides better visibility within the environment by understanding the dependence between infrastructure and service, and therefore better managing changes and releases by minimizing unplanned outages of a business service. Depending on the needs, this solution enables the implementation of one or more processes among which the most relevant are the following:

  • Request Fulfilment with related Service Catalog and Self-service Portal
  • Incident Management
  • Problem Management
  • Knowledge Management
  • Configuration Management
  • Change Management
  • Release Management
  • IT Asset Management

The great advantage of this solution is the fact that there is a unique interface for user access, which greatly facilitates the work on individual processes, which are interconnected. This approach achieves a significant increase in efficiency (largely influenced by the system for automatic notification of all participants in the process by sending emails or SMS) as well as cost reduction. An integral part of one solution is the reporting functionality, which is enabled through integration with advanced reporting tools. The complete solution, which represents our proposal for the automation of IT processes, involves integration with Event Management tools, which enables automatic collating of alarm-based incidents, as well as with CRM systems for direct recording of user incidents. What further contributes to isolating this solution from the rest, is the ability to easily integrate via web services with third party software either through direct integration or using the ESB as a mediation platform.

The software tools included in solution are:

  • IBM Control Desk (IBM Application Platform and Product Group)
  • IBM DB2 Enterprise Server Edition (IBM Data Repositories and Appliances Product Group)
  • IBM Cognos Business Intelligence (IBM Advanced Analytics Product Group)
  • IBM Netcool Operations Insight (IBM Application Platform and Product Group)
  • IBM WebSphere Enterprise Service Bus (IBM Application Platform and Product Group)
  • IBM WebSphere Process Server(IBM Process Transformation Product Group)

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