Solutions
Incident Process
Automation
An incident is a service request,
or an event which is not part of the standard
operation of a service and which can cause an
interruption or reduction in the quality of
service. To minimize the impact of incidents on the
IT environment and speed up resolution time, IT
departments are looking to best practice frameworks
like ITIL to define and automate IT operational
processes and run book procedures.
Opalis Solution
for Incident Process Automation
The Opalis solution for Incident
Process Automation coordinates actions and
integrates data between management systems like
monitoring tools, service desks applications and
CMDB's so incident are detected and remediation is
started immediately, which improves MTTR (mean time
to repair).
Faster Incident Resolution
Minimizes Downtime
With Opalis, IT departments can integrate and
orchestrate the data center tools involved in
diagnostic, escalation and notification procedures
so incidents are resolved faster and remediation
process adhere to corporate policies.
Automatically Generate &
Update Service Desk Tickets
Opalis integrates monitoring tools with service desk
applications and eliminates timely and error prone
data re-entry tasks between systems. With Opalis,
when an event is detected, a service desk ticket can
automatically be created and populated with event
data.
Automate Runbook Procedures
and Reduce Support Costs
Automating run book processes and eliminating
routine tasks from level 1 and level 2 support staff
helps reduces costs. With Opalis you can automate
diagnostics tests and pass results into the service
desk ticket. Results can also be used to create
rules that modify ticket details like severity and
ownership.
Problem Process
Automation
Problem Management handles known
errors and investigates incident details to identify
the underlying cause. Root cause analysis often
requires coordination of departments, applications
and tasks. To minimize the impact of problems on the
IT environment and speed up resolution time, IT
departments are implementing ITIL best
practices using Run Book Automation Software.
Opalis Solution
for Problem Process Automation
The Opalis solution for Problem
Process Automation orchestrates and integrates data
between systems like monitoring tools, service desk
applications and CMDB's so problems are detected and
remediation procedures are implemented immediately.
Opalis bridges the gap between application, data,
and department silos to ensure IT operations run
book processes are automated into best practices and
compliant with corporate policies.
Faster Problem Resolution
Minimizes Impact to Services
With Opalis, users can design automated workflows
that automate corrective actions and workarounds so
problems are resolved faster. Opalis facilitates
root cause analysis by orchestrating diagnostic
tests and passing results into the service desk
application to update ticket information. Results
can also be used to create rules that modify ticket
details like severity and ownership.
Automate Job Routines and
Maintenance Procedures
Opalis provides an script-free method to automate
reoccurring maintenance procedures. Opalis
integrates with monitoring tools to pause monitoring
(and prevent alert storms) during the maintenance
window. Opalis can also create and populate service
desk tickets with results of maintenance procedures.
This enables IT organizations to fit more into the
maintenance window, and ensure processes are tracked
in a central management system.
Configuration
Process Automation
Configuration Management aims to
provide reliable up-to-date information about the IT
infrastructure and how Configuration Items (CI's)
relate to one another. The problem is that many of
the changes that impact the Configuration are
completed manually which introduces risk of error,
latency and even downtime. To improve service
delivery and availability, IT departments are
looking to automate ITIL best practices with Run
Book Automation Software.
Opalis Solution for
Configuration Process Automation
The Opalis solution for Configuration Process
Automation orchestrates data center applications,
integrates data sources (CMDB's) and automates
runbook procedures to ensure best practices are
automated in a standardized, repeatable fashion.
Update Configuration Tools (CMDB)
Automatically update configuration items after
change, release, incident and problem management
processes are completed.
Achieve Data Center
Integration
Remove manual data re-entry between systems by
Integrating data center tools monitoring tools, CMDB,
databases, service desk and asset management
systems.
Orchestrate Data Center Tools
Coordinate configuration management and change
management processes by orchestrating tasks between
data center applications.
Change Process
Automation
Change management refers to the
addition, modification or removal of any component
in an IT environment. Change management processes
can initiate from users requesting new services, a
maintenance procedure, or an incident remediation
processes. Leading analysts report that 70% to 80%
of IT-related problems are directly attributable to
changes made to the environment*. In order to
prevent unanticipated downtime, IT organizations are
looking at automating ITIL best practices to ensure
change management processes are standardized,
audited and support the needs of the business.
"Good change management relies on automation,
specifically automating the change-management
process while following the best practices laid out
with ITIL."
Denise Dubie, NetworkWorld (Article: July 10,
2006; 10 ways to make ITIL work for you)
Opalis Solution for Change
Process Automation
The Opalis solution for Change Process Automation
orchestrates data center applications, integrates
data and automates run book processes. Opalis
bridges the gap between application, data, and
department silos to ensures best practices around
change management processes are completed in a
standardized, repeatable and compliant method.
Prepare Systems for Change
Automate change preparation tasks such as initiating
an immediate backup, notifying users of service
change, shut down sequences, updating service desk
ticket data and more.
Orchestrate Data Center Tools
For Faster Service Delivery
Coordinate the steps of a change management process
by orchestrating tasks between data center
applications such as virtual machines, provisioning
tools, service desks, asset management, CMDB's and
more.
Integrate Data Center Tools
And Improve IT Efficiency
Remove manual data re-entry between systems by
Integrating data center tools. With Opalis, systems
can share, query, update and modify data.
Automate Approval Processes &
Ensure Corporate Compliance
Automate approval procedures through email, web,
database or service desk tools before initiating
change management processes.
Release Process
Automation
Release Management is the
implementing or roll out of a change, including
hardware, software and batch changes. Release
Management aims to ensure the quality of the
production environment by using formal procedures
when implementing new version. With the critical
impact change has on service availability, many
organizations are looking at frameworks such as ITIL
to ensure the implementation processes are
standardized into best practices. To be successful,
best practices require automation of the people,
process and technology involved in change.
Opalis Solution for Release
Process Automation
The Opalis solution for Release Process Automation
orchestrates data center applications, integrates
data and automates tasks between systems to ensure
best practices are automated into standardized,
repeatable and reliable processes.
Orchestrate Deployment
Processes & Ensure Service Continuity
Coordinate deployment process around new, changed or
updated services by orchestrating data center
applications such as virtual machines, provisioning
tools, service desks, CMDB's and release management
software.
Integrate & Update Data Center
Tools
Remove manual data re-entry between systems by
automatically updating configuration items in the
CMDB, update and close service desk tickets and
ensure users are notified of changes to services.
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