IT organizations are under pressure to increase automation to reduce costs and increase fulfillment and compliance. There are two main types of automation that IT organizations use to increase efficiency: both process automation and runbook automation provide the ability to create, orchestrate, manage and report on workflows that can operate across the systems that support IT services and assets. The differences between these types of automation are both their focus and complexity:
Process automation is not limited to IT activities; it can also cover business activities such as hiring and provisioning new employees or fulfilling requests for training. Process automation can be developed using a variety of programs (not all with optimal outcomes, but more on that later…), from ERP systems to BPM platforms. The key for success with process automation – especially when it crosses organizational boundaries – is that the platform you use has these attributes that ensure simplicity, adaptability and visibility:
Want to learn more about the most effective and flexible approach to process automation for IT and business services? Download Top 5 Reasons for Orchestrated Service Management.
|Ben Cody is Vice President of Service Management Solutions at Serena Software. Ben has a broad background in information technology, with more than 17 years of experience in product development and product management. Prior to joining Serena, Ben was Senior Director of Product Management for BMC’s Service Management product family, including the Remedy product line.|
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