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IT Process Automation   Your Survival Guide!By Gabby Nizri© 2012 Ayehu Software Technologies Ltd. All rights reserved.
What’s in it for You?                      The biggest misconception about IT Process                      Automation     ...
Table of ContentsWhat is IT process automation?                                                4What does ITPA include?   ...
What is IT Process Automation?IT Process Automation (ITPA), also known as Run Book Automation(RBA) is designed to automate...
What does ITPA include?Automation addresses a wide range ofissues:• ITIL incidents• Cloud management• App and service prov...
Why IT Process Automation?IT Process Automation delivers                                                            “quant...
Why IT Process Automation?3. Improve service quality up to 70% by taking actions   automatically in response to user reque...
Automation CategoriesProcess candidates for automationcan be roughly categorized into two categories:1. Operational proces...
Automation CategoriesThe line between these two types of                                                                  ...
What are the Most Important Areasto Automate? The InformationWeek                                                         ...
Most Important Areas to AutomateUnlike the respondents, theresearchers identified other“key win areas” that couldprovide m...
Scripting Vs. ITPA ToolsMany IT organizations use scripting to automate tasks. This may workwell for well-defined tasks, s...
Scripting Vs. ITPA ToolsAnother problem with scripting is your ability to               You should also considerkeep an au...
Planning for IT Process AutomationBefore you jump into evaluatingITPA tools, it is well worth to planyour time ahead.Defin...
Planning for IT Process AutomationKnow your processes. Conduct a                     Decide which processes tothorough sys...
Visually Model your ProcessesBy visually modeling a process,you are able to focus on its logicalelements and flow, before ...
Calculating ROIReturn on investment for ITPA can be addressed at two levels – on themacro level, the total ROI for impleme...
Calculating ROITo evaluate the cost of generating automated workflows, you shouldconsider several functional capabilities,...
Calculating ROIIndividual Process ROITo evaluate the ROI of an individual process, begin with calculatingthe current time ...
7 Questions to ask when evaluatingITPA tools1. Integration points. Verify that the tool can easily have touch pointsand tr...
7 Questions to ask when evaluatingITPA tools4. Out-of-the-box functionality. Does the tool provide ‘pre-canned’templates f...
7 Questions to ask when evaluatingITPA tools6. Scheduling. While some automated processes will be triggeredby system event...
Two Customer Success storiesAt the end of the day, what matters themost is the bottom line. So, what type ofbenefits can y...
Large Bank Success Story     Company: Large banking group with over     250 branches, 3,000+ servers, and hundreds     of ...
Large Bank Success Story    Results: Automated processes integrated with    multiple IT systems (Patrol, Siebel, MQ, TSM, ...
Insurance Company Success Story Company: Leading insurance, pension, and financial services group. Challenge: Frequent fai...
4 Ingredients for success   1. Start small   Don’t jump into large-scale automation projects. Instead, aim   for quick win...
4 Ingredients for success   3. Think wide   Though you’ll begin with small-scale projects, you want to   ensure you can ex...
Get Started with IT Process AutomationDownload Ayehu eyeShare 30 Day Free Trial          Tweet This Guide   Share on Faceb...
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IT Process Automation Survival Guide

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Published on

Download free ebook here: http://info.ayehu.com/it-process-automation-survival-guide

This eBook helps you prepare and get started with IT process automation in a systematic and practical way, by answering some of the most common questions:

How to begin with automation?
Which processes should you automate?
How to calculate ROI?
How to evaluate ITPA tools?
What are the key success factors to focus on?

Published in: Technology, Business

Transcript of "IT Process Automation Survival Guide"

  1. 1. IT Process Automation Your Survival Guide!By Gabby Nizri© 2012 Ayehu Software Technologies Ltd. All rights reserved.
  2. 2. What’s in it for You? The biggest misconception about IT Process Automation (ITPA) is that it’s incredibly expensive and complex. This eBook dispels that notion and answers many of the common questions, such as: • How to begin the automation? • Which processes should be automated? • How to calculate ROI? • How to evaluate ITPA tools? • What are the key success factors? Tweet This Guide Share on Facebook Share on LinkedIn 2
  3. 3. Table of ContentsWhat is IT process automation? 4What does ITPA include? 5Why IT process automation? 6Automation categories 8Most important areas to automate 10Scripting or ITPA tools? 12Planning for IT process automation 14Visually modeling your processes 16Calculating ROI 17How to evaluate ITPA tools 20Two customer success stories 23Ingredients for success 28Summary – ingredients for success 30 Tweet This Guide Share on Facebook Share on LinkedIn 3
  4. 4. What is IT Process Automation?IT Process Automation (ITPA), also known as Run Book Automation(RBA) is designed to automate system and network operationalprocesses, while interacting with infrastructure elements such asapplications, databases and hardware.Used within data centers and Network Operation Centers (NOCs), ITPAis driven by the need for higher IT operational efficiency , betterprovisioning of IT services and reduction of Mean Time to Repair(MTTR).ITPA also helps optimize the delivery and management of cloudcomputing and virtualized data centers. Tweet This Guide Share on Facebook Share on LinkedIn 4
  5. 5. What does ITPA include?Automation addresses a wide range ofissues:• ITIL incidents• Cloud management• App and service provisioning• Problem remediation• Maintenance and task automation Tweet This Guide Share on Facebook Share on LinkedIn 5
  6. 6. Why IT Process Automation?IT Process Automation delivers “quantifiable, bottom-line results.1. Free up resources by allowing your IT automation is no is no IT automation longer an add-on longer an add-on staff to focus on strategic IT initiatives technology… it is it is technology… instead of spending time on repetitive, quickly becoming the the quickly becoming “ time-consuming tasks. way IT must must to to way IT look look manage its its manage2. Reduce resolution time by 50-90% infrastructure. infrastructure. with faster response to critical IT events, particularly during off-duty hours. Tweet This Guide Share on Facebook Share on LinkedIn 6
  7. 7. Why IT Process Automation?3. Improve service quality up to 70% by taking actions automatically in response to user requests.4. Achieve 100% compliance to regulatory requirements with automatic documentation and events trace-back.5. Enforce IT standards by triggering pre-defined procedures and escalations. Tweet This Guide Share on Facebook Share on LinkedIn 7
  8. 8. Automation CategoriesProcess candidates for automationcan be roughly categorized into two categories:1. Operational processes (also called data center processes), which have a stronger focus on operational IT systems and procedures – for example, backup & recovery, access management, etc.2. Business processes, which span across systems and involve user activities. Tweet This Guide Share on Facebook Share on LinkedIn
  9. 9. Automation CategoriesThe line between these two types of A combination of operational &processes is not clear cut. In many cases a Don’t business processes knowprocess may be both operational andbusiness oriented.The InformationWeek survey results seemto indicate that the majority of processesautomated are either operational or Operationalprocesses that are combined. & data center processes Source: InformationWeek 2011 IT Process Automation Survey Business & customer processes Tweet This Guide Share on Facebook Share on LinkedIn 9
  10. 10. What are the Most Important Areasto Automate? The InformationWeek ? survey looked for the answers what users think are the most important areas for automation (on a scale of 1 to 5). Tweet This Guide Share on Facebook Share on LinkedIn 10
  11. 11. Most Important Areas to AutomateUnlike the respondents, theresearchers identified other“key win areas” that couldprovide more value.These include:• Change management• Configuration management• Provisioning Source: InformationWeek 2011 IT Process Automation Survey• Routine maintenance• Identity & access management Tweet This Guide Share on Facebook Share on LinkedIn 11
  12. 12. Scripting Vs. ITPA ToolsMany IT organizations use scripting to automate tasks. This may workwell for well-defined tasks, such as provisioning a server.Yet scripting has its drawbacks, particularly for more complex ITworkflows that cross processes and domains.With scripting, the lack of built-in integration with IT management andorchestration systems reduces your flexibility and ability to manage theprocesses end-to-end – from triggering or scheduling and up to closingtickets. Tweet This Guide Share on Facebook Share on LinkedIn 12
  13. 13. Scripting Vs. ITPA ToolsAnother problem with scripting is your ability to You should also considerkeep an audit trail, review and analyze events. the issue of knowledge management and yourAs IT processes change ability to maintain andand scripts need to be keep scripts updatedmodified, your simple over time, as employeeshome-grown scripts can with operationalbecome a full-time knowledge leave.programming commitment. “ Scripts are reusable if all the elements “ are standard. This, however, is almost never the case. Tweet This Guide Share on Facebook Share on LinkedIn 13
  14. 14. Planning for IT Process AutomationBefore you jump into evaluatingITPA tools, it is well worth to planyour time ahead.Define KPIs for success.Define what would be yourbaseline metrics for success:Hours saved? Number ofprocesses automated? Aservice response metric? Tweet This Guide Share on Facebook Share on LinkedIn 14
  15. 15. Planning for IT Process AutomationKnow your processes. Conduct a Decide which processes tothorough system/process analysis, automate. You don’t have towhere you document your existing automate all your ITprocesses and systems, including processes. Identify ‘quick wins’ you can start with –interfaces, integration points, and input processes that will deliver the& output formats. It may seem a waste most value if automated andof time (you already know everything those that require a smallabout your processes), but automation effort to automate. Seeneeds to handle many semiformal Calculating ROI.steps that humans perform. Tweet This Guide Share on Facebook Share on LinkedIn 15
  16. 16. Visually Model your ProcessesBy visually modeling a process,you are able to focus on its logicalelements and flow, before gettingwrapped up in technical details.You can identify the exactsequence of steps, define inputsand outputs, logic branching, andthink about any human decisionpoints that need to be incorporatedwithin the flow. Tweet This Guide Share on Facebook Share on LinkedIn 16
  17. 17. Calculating ROIReturn on investment for ITPA can be addressed at two levels – on themacro level, the total ROI for implementing ITPA ( tool, training etc.), andon the micro level, calculating the ROI for each individual process youautomate.ITPA total ROIOn the tools side, you should take into account both tool costs and theeffort required to integrate the tool into your environment and developworkflows. Some ITPA capabilities are embedded inside larger suites,which require heavier costs, whereas other vendors provide dedicatedand usually cheaper tools. Tweet This Guide Share on Facebook Share on LinkedIn 17
  18. 18. Calculating ROITo evaluate the cost of generating automated workflows, you shouldconsider several functional capabilities, such as a visual workflow designerthat eliminates the need for scripting, the provision of templates with ‘pre-canned’ content, and the integration with external systems.Bottom line – you should not skip a POC and try to get from vendorsa feel for the duration & cost of automating your specific processes.Though it’s difficult to generalize, the ROI on an ITPA solution thatshould not exceed 9 months. Tweet This Guide Share on Facebook Share on LinkedIn 18
  19. 19. Calculating ROIIndividual Process ROITo evaluate the ROI of an individual process, begin with calculatingthe current time of the manual task. For example, a task that takesone hour of an administrator’s time, one hour of a manager, and isperformed twice a week, can be evaluated at 16 monthly hours. If ittakes 8 hours to automate the task, then your ROI for that processwill be two weeks. Tweet This Guide Share on Facebook Share on LinkedIn 19
  20. 20. 7 Questions to ask when evaluatingITPA tools1. Integration points. Verify that the tool can easily have touch pointsand triggers with your data center systems, including different OS, legacysystems, help desk, management systems, etc.2. Deployment effort. Evaluate how much time and effort will berequired for deployment – setup, configuration, etc.3. Required skill set. What is the estimated learning curve forgenerating workflows independently, on your own?Is scripting required? Tweet This Guide Share on Facebook Share on LinkedIn 20
  21. 21. 7 Questions to ask when evaluatingITPA tools4. Out-of-the-box functionality. Does the tool provide ‘pre-canned’templates for various tasks, which can easily be tailored to fit yourenvironment and process?5. Human intervention. Even the simplest automated processes willrequire human decision. Can you embed decision-making logic inworkflows for remote automatic decisions on process execution? Tweet This Guide Share on Facebook Share on LinkedIn 21
  22. 22. 7 Questions to ask when evaluatingITPA tools6. Scheduling. While some automated processes will be triggeredby system events, others (such as repetitive tasks) will need to bescheduled.7. Regulatory compliance. Does the tool provide tracking of events,reports and knowledge management that can help you? comply toregulations? Tweet This Guide Share on Facebook Share on LinkedIn 22
  23. 23. Two Customer Success storiesAt the end of the day, what matters themost is the bottom line. So, what type ofbenefits can you expect to gain with ITprocess automation?Here are two great examples thatdemonstrate how two different IT groupsautomated their processes and thechange they have experienced. Tweet This Guide Share on Facebook Share on LinkedIn 23
  24. 24. Large Bank Success Story Company: Large banking group with over 250 branches, 3,000+ servers, and hundreds of mission-critical online applications. Challenge: Manual processes consumed significant IT time. Slow response to critical events during off-duty hours & weekends. Tweet This Guide Share on Facebook Share on LinkedIn 24
  25. 25. Large Bank Success Story Results: Automated processes integrated with multiple IT systems (Patrol, Siebel, MQ, TSM, Telephony..). 430 hours of manual work eliminated on a monthly basis, Response time to critical system failures reduced from 15 minutes to seconds . Tweet This Guide Share on Facebook Share on LinkedIn 25
  26. 26. Insurance Company Success Story Company: Leading insurance, pension, and financial services group. Challenge: Frequent failures of financial web portal serving thousands of agents, Slow recovery leading to lost of business. Results: Automated alerts, escalations and incident ownership. Portal recovery time cut by 90%. Tweet This Guide Share on Facebook Share on LinkedIn 26
  27. 27. 4 Ingredients for success 1. Start small Don’t jump into large-scale automation projects. Instead, aim for quick wins - small, targeted projects that will deliver immediate results. For example, repetitive tasks such as freeing up disk space, or other file management operations. 2. Know your processes Before you get wrapped up in technical details, you must document your manual processes workflows. which processes should you automate? Tweet This Guide Share on Facebook Share on LinkedIn 27
  28. 28. 4 Ingredients for success 3. Think wide Though you’ll begin with small-scale projects, you want to ensure you can expand your automation in a modular fashion and apply automation to processes that cross domains (server, storage, network), such as proactive maintenance tasks. 4. Prepare your team Prepare your team for automation. Set roles and functions so the IT group is trained and ready to adapt to new processes and models. Tweet This Guide Share on Facebook Share on LinkedIn 28
  29. 29. Get Started with IT Process AutomationDownload Ayehu eyeShare 30 Day Free Trial Tweet This Guide Share on Facebook Share on LinkedIn 29

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