IT management

Breaking down silos to create an enterprise capability

Breaking down silos to create an enterprise capability

Traditionally, IT manages services in silos (networks, servers, databases, security, etc), which inevitably leads to an incomplete picture when things go wrong. Each team has a piece of the puzzle, but no one can see the picture on the box. Lack of visibility is a significant risk for companies, particularly those businesses with complex solution stacks and thousands of users. Breaking down silos in your business is an essential part of good IT management.

Correctly implemented, IT Operations Management allows for the rapid triage of outages and service degradation. According to Monash University, regardless of industry, workers with six to ten years experience in a given field will spend most of their time trying to understand the cause of a problem. Few if any IT organisations calculate their Mean Time To Resolution (MTTR), but if they did, the research from Monash and RMIT suggests 45% of that time would be spent simply trying to isolate the cause of the problem.

A variety of solutions exist to help with this issue. Dashboard technology continues to advance each year, providing executives with a single pane of glass view of their business enabling IT services in real time. Artificial intelligence in IT operations is on the rise, and can be leveraged both with your internal IT users and your customers to anticipate behaviour and provide solutions in the event of an error.

The best IT management solutions focus on leveraging your existing software investments and integrating with your business processes. ServiceNow ITOM does exactly that, seamlessly integrating event management, service mapping, and orchestration with your current systems and environment. ITOM complements your current portfolio of solutions and seeks to orchestrate disparate processes and systems into a single workflow.

The ServiceNow ITOM dashboard gives executives a full view of each service in their environment, with colours associated with incident priority (red = critical; yellow = minor; blue = warning). By integrating event management into your processes, you will have an at-a-glance view of what is working and needs attention across your whole IT environment.

ITOM dashboard

System outages are inevitable, no matter how sophisticated your system and skilled your team. Implementing a solution such as ITOM helps you protect your brand by ensuring your team can proactively identify the root cause of an issue, and resolve it before it negatively impacts your users.

When you implement service mapping and orchestration as part of your ITOM solution, you can identify which services in your environment are impacted when one server fails, and put automation in place to resolve regular issues.

service mapping

If you are interested in seeing how ITOM service mapping and orchestration works, register your interest using the form below and one of our local account executives will be in touch with you to schedule an on-site demo.

Conclusion

To find out more about how JDS can help you with your ServiceNow needs, contact our team today on 1300 780 432, or email contactus@jds.net.au.

Our team on the case

Document as you go.

Peter Cawdron

Consultant

Length of Time at JDS

5 years

Skills

ServiceNow, Loadrunner, HP BSM, Splunk.

Workplace Passion

I enjoy working with the new AngularJS portal in ServiceNow.

Commas save lives.

Amy Clarke

Marketing Communications Manager

Length of Time at JDS

Since July 2017

Skills

Writing, communications, marketing, design, developing and maintaining a brand, social media, sales.

Workplace Solutions

Words matter, so make sure you get them right!

Workplace Passion

Helping a company develop its voice and present that to their clients with pride.

Our ServiceNow stories

Posted by Amy Clarke in Blog, ServiceNow
Five ways your business may benefit from expert IT support

Five ways your business may benefit from expert IT support

If you already have a stellar in-house technical team, why should you look for expert IT support? There are many advantages to seeking external advice and assistance when it comes to your IT infrastructure and management. Here are five ways your business may benefit from expert IT support:


1. Bring a niche capability to your existing IT team

Perhaps you need a specialist capability for only a few months, or a couple days a week. Whether it’s for a short-term period or a part-time basis, bringing a niche capability or skillset into your team can have immediate and lasting benefits for your organisation. Engaging expert IT support allows you to add new skills and knowledge to your team, without needing to go through an extensive recruitment process.

2. Ease the burden of IT maintenance so you can focus on business services

Meeting the best practice standards for IT management and system monitoring is a time-consuming, exhaustive process. On a given day, the IT team within your business may be tasked with:

  • Product Support
  • Licensing
  • Onboarding/Offboarding
  • Product upgrades
  • EOL Support
  • Small Enhancements
  • Product administration

With the assistance of external support, these tasks can be taken care of, allowing your internal team to have more time to be innovative and develop new solutions for your business.

3. Get a neutral perspective on your IT

Corporate IT teams are constantly under the pump, meeting the day-to-day needs of their business while also working on new projects to enhance their services. At times, it can be difficult to see the forest for the trees, and getting a neutral, external perspective from an expert can make all the difference. A fresh pair of eyes on your IT infrastructure and processes can bring new ideas to the table that will improve efficiency, cut down on unnecessary processes, and nurture creativity within your team.

4. Increase the visibility of your IT services

One of the most critical benefits expert IT support can provide is a significant increase in visibility of all your systems and applications. By increasing the executive’s visibility into all your IT services, you can immediately identify when and where things are going wrong, and fix them quickly before they impact your users. You also have access to highly available and capable support consultants to assist with any issues, should they arise.

5. Enhance your service capability

Ultimately, whether you hire long-term external support or temporary managed services, the benefits of bringing a fresh perspective, new skills, and better visibility into your team have a lasting impact. By using the resources and unique expertise of external support, you can enhance your business’s service capability and provide a better experience for your consumers.

JDS provides expert IT support that achieves all of these goals. Based in Melbourne, with a fully local Australian staff, our support team provides ongoing support for several major businesses throughout the country, including long-term on-site support. Our consultants resolve most support calls without needing to escalate to a vendor, but they are also able to raise tickets with any of our premier partners on your behalf and ensure our customers are given top priority.

We provide several tiers of support and can customise based on the needs of your business. Get in touch with us today using the contact form below, or call us on 1300 780 432 to discuss how our expert IT support team can benefit you.

Contact Form

Contact Us (2019)
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Contact Details

Phone (Australia): 1300 780 432

Phone (International): +61 (0)3 9639 3288

ABN: 88 471 933 631

GPO Box 4777
Melbourne VIC 3001

Our team on the case

Commas save lives.

Amy Clarke

Marketing Communications Manager

Length of Time at JDS

Since July 2017

Skills

Writing, communications, marketing, design, developing and maintaining a brand, social media, sales.

Workplace Solutions

Words matter, so make sure you get them right!

Workplace Passion

Helping a company develop its voice and present that to their clients with pride.

Recent success stories

Posted by Amy Clarke in Blog, ServiceNow