Le monde vient de changer et les opérations informatiques sont en première ligne. Es-tu prêt?
The world just changed, and IT operations is on the front lines. Are you ready?
Proactively predict issues, prevent business impact, and automate resolution with ServiceNow® IT Operations Management
As we deal with the fallout of the global pandemic, digital transformation is no longer a strategic goal—it’s a burning necessity. Technology has become the lifeblood of commerce, the guardian of our health, and the connective tissue of our relationships. The Internet brings us together with our work colleagues, our friends, and our loved ones, with software systems powering our business processes and enabling our interactions. One day, this pandemic will be over. But, when it is, the world will be changed forever. We’ve fast forwarded our journey into the digital economy, and we’re never going back. We’ve always talked about mission-critical systems—but as we face this new reality, the phrase takes on unprecedented significance. We can’t afford to have applications go down or communications fail. The price is just too high.
For IT operations, that’s an enormous responsibility—and it’s also a huge challenge. How do you keep up with increasing volumes, increasing complexity, and increasing business demands while delivering the rock-solid services that keep your business running?
IT operations is on the front lines of the digital economy
Of course, you already know this. Think about how the pandemic has affected your IT organization and what the digital economy means for your team. Ask yourself these questions:
How many people in your business are now working at home?
How much more effort is it now to support and serve your customers and employees? And is that support effort sustainable using the same tools and processes you use today?
Are you under even greater pressure to keep mission-critical
services up and running?
Can you just wait for users to report issues, or do you need to find out before they do? When you find a problem, can you fix it before there’s a major user and business impact?
Are more of your services becoming mission critical as you work to connect your workforce together?
Are you able to keep pace with expanding user needs, or are you sprinting flat out and still falling behind?
As the number of digital services continues to explode, are you ready?
Can you scale your organization to support these new services, increasing operational efficiency and keeping costs under control? Or are you worried that you’re going to be a barrier to innovation?
What’s holding you back?
If you aren’t concerned about these issues, you’re in the fortunate minority. Most IT operations teams are struggling to respond to this accelerated journey into the digital economy, despite making strenuous—and even heroic—efforts. They want to respond and lead, but too many things are holding them back:
Siloed tools and disconnected systems create overwhelming noise.
For example, just think about the thousands of alerts coming from multiple monitoring tools. Much of this is secondary noise, making it nearly impossible to see when something is wrong, let alone get to the root cause. And it’s a game of swivel chairs. There’s no single system of record that brings everything together—just a mass of confusing and conflicting data. It was hard enough to make sense of it in the past. With today’s rapidly evolving digital economy, it’s next to impossible
The technology stack is becoming more dynamic and complex.
It’s not just that there are more services. Services are becoming more connected and distributed. The underlying technologies are evolving at a dizzying pace, with the cloud leading the way. And the pace of change continues to accelerate, now measured in minutes instead of months. Human beings alone just don’t have the time and expertise to cope. And yet, that’s exactly what they are asked to do—manually knitting together data from too many point tools
IT operations teams lack business and service context
In today’s digital economy, businesses depend on digital services to survive, let alone prosper. Yet, many IT operations teams have limited business and service visibility. When there’s an infrastructure failure, they don’t know which services are affected—or what this means for their business. How do you decide what’s important when you can only see individual components and don’t understand the business context of a service? And, even if you can detect service issues, how do you resolve them if you don’t know which infrastructure components support a service?
The digital economy demands digital operations
Here’s the bottom line. Many IT operations teams were struggling before the pandemic, and now it’s reached a crisis point. Something has to change. We can no longer rely on point tools, manual processes, and human insights alone to deliver an ever-increasing number of mission-critical digital services. This approach doesn’t provide the service reliability that the digital economy needs. And it doesn’t scale as the number of digital services grows, especially as IT
budgets tighten in response to dark economic times. Instead, IT teams need to break down data silos and work handin-hand with machines to transform their operational capabilities, creating the new world of digital operations that the digital economy demands. ServiceNow® IT Operations Management (ITOM), with its advanced machine learning and AIOps capabilities, gives you the
intelligent, unified system of record you need to lead your business forward in this new reality. With ITOM, you can:
- Predict service issues proactively before they occur, improving service quality and reducing operational costs by shifting diagnosis and remediation to the left.
- Prevent service issues from impacting users, leveraging the power of artificial intelligence to find the root cause of issues more quickly and identify solutions faster.
- Automate workflows across teams, lowering MTTR and increasing productivity—creating a virtuous circle that allows you to drive continuous service improvement.
And ITOM gives you the service context you need to make better decisions, focus on what’s important for your business, and create a robust foundation for digital service growth.
Let’s look at each of these three areas—predict, prevent, and automate—in a little more detail.
