A Proactive, Automated Approach to Service Resolution

IT service management

There is little to no tolerance for downtime. Customers won’t stand for it, and the business incurs significant costs from just one hour of it. In fact, 25% of companies report that average hourly downtime cost of their servers is between $300,000 and $400,000, according to Statista. For 15% of companies, it can go as high as $5 million for a single hour.

These costs add up because when an event occurs, the current resolution process takes too long and is inefficient. Infrastructure and operations teams waste valuable time using a legacy approach.

There is a better way − one that automates remediation to improve IT service quality while reducing risks and costs.

IT service pains

IT infrastructure and operations teams typically work in siloes. When an event occurs, there is a lack of service awareness and collaboration. This causes redundant efforts that not only waste time, but increase mean time to repair (MTTR).

Service desk and IT teams struggle to correlate and contextualize events to effectively resolve them. They never gain an understanding of the origins or root causes, to proactively prevent them from recurring.

This siloed approach also leads to increased risks as service demands rise. Digital transformation is placing new pressures on already-scarce IT resources, so when outages occur, there is an inability to prioritize and gain visibility into the situation.

An automated, proactive approach

Proactive Service Resolution (PSR) effectively addresses these issues, accurately communicating and resolving them. Leveraging artificial intelligence and machine learning, PSR proactively and predictively discovers, monitors, services, and remediates events as they occur.

For example, it uses probable-cause analysis and cognitive capabilities to assign and categorize incidents for appropriate routing and to reduce churn. In addition, automation capabilities speed the process while improving response accuracy.

PSR also provides service-aware context to prioritize and proactively auto-remediate events. It enables insight into whether the event is affecting a mission-critical application or one in development.

Ultimately, it quickly and efficiently increases collaboration between the service desk and the operations organization to:

  • improve quality of service by reducing MTTR
  • lower IT costs by eliminating redundant work and automating remediation
  • reduce risk with business-aware management and prioritization

To put PSR into context, a global pharmaceutical company was experiencing 35,000 reported events per month. After using a PSR approach, that amount dropped to 10,000 per month, and reduced the number of incidents requiring attention. It also helped the company more wisely invest its service resources based on business needs, as well as prioritize individual event resolution.

PSR with BMC Helix

BMC Helix helps organizations proactively resolve service issues to address those issues before they happen. Leveraging seamlessly integrated, industry-leading IT service management and IT operations management, BMC Helix auto-creates incidents from events, and provides the information needed to assign the appropriate staff by location and management responsibility. Proactive event detection and notification speed resolution, and reduce the impact on end users and customers.

By automatically identifying the business impact of service issues, BMC Helix helps IT prioritize resolution while providing proactive notification to service and application owners. Continuous visibility helps IT manage highly dynamic and complex infrastructures more effectively to reduce cost and MTTR.

For more information, visit: bmc.com/helix

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