Automation and Service Management AssessmentBy Forrester Research.

Technology management organizations and the businesses they support can benefit tremendously by adopting service management and automation. Forrester has found that companies that do so achieved greater productivity in Infrastructure & Operations (I&O), improved their business's competitive posture and customer experience, and have funded innovation by reducing operational costs. All at an accelerated pace.

Is your IT organization delivering all it could be?

Forrester’s Service Management And Automation Assessment Framework tool, presented by Hewlett Packard Enterprise, will help I&O leaders to identify their strengths and opportunities for improvement. By taking this short assessment, you’ll get:

  • A PDF summary of your assessment results, including Forrester’s diagnosis and recommended next steps based on your maturity level.
  • A Forrester report “Automate I&O To Answer Digital Disruption”, which lays out the case for automation
  • Recommendations and insights that specifically fit your maturity level based on Hewlett Packard Enterprise expertise and innovative technology in automation and orchestration.

Video source: Forrester Research

This tool includes a representative subset of the criteria in Forrester’s Service Management And Automation Assessment Framework. Click "start assessment" to get started.

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1 Strategy: Ability of the I&O organization to consistently set business-focused goals and objectives based on current and future conditions, available resources, and ultimately, the needs of the business. Please select the best answer that describes your organization

2 Event monitoring: Monitoring for occurrence of events on all systems. This includes network, server hardware, data center hardware, server operating system, hypervisors, applications, endpoints, and the end user. Event monitoring uses a technology solution usually to assist with the detection of events. Please select the best answer that describes your organization

3 Automation: Replacing manual, repeatable IT tasks and processes with technology solutions that can automatically carry out steps and check for any issues or errors that might have occurred in the process. Please select the best answer that describes your organization

4 Incident management: An incident is defined as an unplanned interruption or reduction in quality of a service. The aim of the incident management process is to manage the life cycle of incidents from their inception to closure. The primary objective of this process is to restore the service, so that it can be used again by users, as quickly as possible. Please select the best answer that describes your organization

5 Capacity management: The capacity management process aims to ensure that the available capacity of service components (network, applications, infrastructure, and people) is able to deliver at the agreed service levels. The primary objective of capacity management is to deliver the required service levels to meet the short- to long-term business requirements in a cost-effective and timely manner. Please select the best answer that describes your organization

6 Release management: The release management process aims to plan, schedule, and control the movement of service component releases (network, application, and infrastructure) to test and live environments. The primary objective of release management is to ensure that the integrity of the live environment is protected and that the correct components are released. Please select the best answer that describes your organization

7 I&O organization: Characteristics of the I&O organization that allow it to be effectively managed and to be able to support changing business requirements. Please select the best answer that describes your organization

8 Business relationship: Ability of the I&O department to coordinate and collaborate with other functions across the organization backed by the understanding that I&O activities are business first, technology second. Please select the best answer that describes your organization

01/10

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    Service Management & Automation Maturity Stage Descriptions

    Service Management & Automation Masters (Level 3.5 – 5)

    At this stage, the I&O team is focused on delivering the best products and services, while minimizing costs, to maximize value. A Service Management Organization oversees the service management processes and monitors business value delivered. Sourcing and technology strategies are defined and continually updated in accordance to the business demands.

    The service desk delivers services through an app store which is leveraged by the business and the technology management teams. Both I&O and AD&D teams work together to deliver automated solutions and deploy them in an integrated way. Service management front end tools which enable the continuous service support function (the new service desk) are integrated with performance management solutions to proactively manage business technology and business services. Many I&O team members are part of integrated product teams which are continuously improving existing processes and measuring their contributions to the business.

    Automation tools are used to establish and rapidly update controls when needed. Knowledge is managed and maintained throughout the entire technology management organization and is also used by the business teams.
    Services Management metrics and KPI’s are aligned to the services, outcomes, health and agility of the organizations ability to deliver towards the demands of the business. Strategies, processes and controls are evaluated and improved regularly.

    The organization can now address additional domains to increase the speed and quality of a modern service delivery and I&O organization. The I&O operations team must initiate necessary integrations into the people, processes and technologies of the security team. Application performance and infrastructure capacity management must be addressed in collaborations with the business teams. The sourcing strategies for new technologies and services must be understood and aligned towards the strategy of the business. Service providers and the enterprise must understand, define, and manage their service integration and automation (SIAM) capabilities and responsibilities. Additionally, we recommend that metrics must be published in form of a balanced scorecard addressing the service, health, outcome and agility of the I&O team.

    Service Management & Automation Maturity Stage Descriptions

    Service Management & Automation Practitioner (level 2 – 3.5)

    At this stage, the service organization is still reactive but its ability to respond to events and the ability to deliver quality services is acceptable. A set of key processes such as incident, problem, change, configuration and service level management have been documented and are leveraged by the majority of service delivery constituencies. The organization is gathering momentum and is engaged in continual improvement. Metrics are gathered for improvement initiatives.

    The service desk has the following capabilities:

    • automated self-service capability to streamline service request management.
    • A service catalog to select and consume technical and some business services. Metrics are gathered and leveraged for continual improvement action plans.
    • The service desk has established a variety of channels to be reached such as self-service, chats, genius bars and a service catalog allows the business user to request IT and business services.

    A service management organization exists which is governing and driving the adoption of additional service management processes. Many individuals are ITIL-trained across many processes. Release management is defined and some automation tools have been implemented. There is limited integration with the application development team at this time.

    At this stage a technology strategy needs to be developed to understand the costs of technology services, total cost of IT, and ability to drive business change with the appropriate investments. Knowledge management articles which educate the workforce on key topics should be published to reduce the number of questions and requests to the service desk. The service catalog must be continually extended and updated with additional services to fulfill typical demands from the workforce. Performance metrics and KPI’s must be established and owned to report on health, service, operational excellence and agility. Service mapping, application performance management, and configuration management should be supported with a Configuration Management Data Base (CMDB). Automatic discovery of configuration items through automation solutions should be used to support the population and keeping the CMDB up-to-date.

    Service Management & Automation Maturity Stage Descriptions

    Service Management & Automation Beginners (level 1 – 2)

    At this stage there is a solid incident management process, however, related processes such as problem, service level, capacity, availability, configuration and change management are not defined yet as common and standard processes to use across the organization. No formal ITIL training has been initiated. No strategy exists for continual expansion of standard procedures into related processes. Knowledge is at the individual level so errors are likely in both execution and identification of issues. Automation tools are either non-existent or have been implemented independently and without any integration.

    Here the organization must develop a formal problem management strategy which includes the recording, classification, prioritization and linking to incidents.

    A service desk should be implemented as a single-point-of contact for all incidents, service requests and functions as the owner of all communication around known errors or issues for the business teams and employees. The configuration and change management process should be defined around key mission and business critical services. Performance metrics associated with the business impacts should be established and communicated. Automation tools such as Configuration Management Data Bases (CMDBs) and application discovery capabilities are critical solutions.

    Service levels which define the expectations of the business should be determined along the change and configuration management processes to meet availability and capacity expectations of the business.

    A service management office should be formed which is responsible for the governance, oversight and continual development and adoption of service management & automation as a strategy.

    Service Management & Automation Maturity Stage Descriptions

    Service Management & Automation Novice (level 0 – 1)

    At this stage, your service delivery maturity is not meeting the needs of your business. Your organization is unable to restore normal service operations quickly. There are significant employee and business experience issues. No standard processes exist; ad-hoc processes are used by individuals and on a case-by-case basis. There are limited service management automation tools. The result is that your ability to respond and deliver services to the business is compromised.

    A service desk either does not exist, or if it does, it exists only as a help desk without functioning as a single-point of contact. Few staff members have received ITIL training at the foundation level. Performance metrics are non-existent or ignored.

    At this stage the organization must establish a standard set of process and owners which are able to restore normal service operations. The initial focus must me on the incident, problem and change management processes which need to be established with owners, key metrics and possible automation solutions. A formal service desk function must be established which is responsible for receiving and routing incidents, requests and questions from employees to the necessary support functions for help and resolution. This routing should be supported and enabled via service desk tools which automate the receiving, routing and closing of these issues, requests and questions.

    The change management process, which will affect infrastructure and applications, must be defined and owned in order to manage and reduce possible impact on the business. A change advisory board (CAB), which should be managed and run by the change management process owner extending participation into operations, application management and support folks, should be established.

    Service levels agreements relative to the support needed around key business and technology services should be discussed with business leaders. This will determine the actual next steps around additional process maturity.

    Master(26-30 Points)

    Practitioner(19-25 Points)

    Beginner(12-18 Points)

    Novice(0-11 Points)

    You can download your full recommendations in the "Your results" PDF report on the next page.

    Recommendations

    Practitioners/Masters

    Leading the pack

    Congratulations!  Based on your assessment score you are well on your way to powering what’s next in your IT transformation.  The key to success at this stage is to modernize at breakneck speed to reach the hyper-innovation required in this competitive market.  The goal of hyper-innovation, underpinned by running IT as a service business, now becomes a reality with Automation and Orchestration solutions.

    Next Steps

    • Transform IT as a service broker.

      HPE IT operations management transformation solutions help you transition IT from a cost center to a value creating business partner with the ability to broker consumption of services to support the digital era.

    • Apply a true Composable Infrastructure.

      Bridge traditional IT with the digital economy.  A whole new architecture for the data center designed from the ground up to deliver a new experience to the business. Read more on this game changing technology.

    • Find your Right Mix.

      20th Century Fox finds their right mix of cloud.  HPE Helion helps Fox find the right mix with a Media Cloud that accelerates the delivery and protection of their most precious assets. Read the case study for best practices.

    • Consult the experts.

      Transform from traditional IT to a software defined infrastructure. Our Hewlett Packard Enterprise transformation workshops provide an integrated IT approach and help you formulate and execute a comprehensive, overall strategy.

    Recommendations

    Practitioners/Masters

    Leading the pack

    Congratulations!  Based on your assessment score you are well on your way to powering what’s next in your IT transformation.  The key to success at this stage is to modernize at breakneck speed to reach the hyper-innovation required in this competitive market.  The goal of hyper-innovation, underpinned by running IT as a service business, now becomes a reality with Automation and Orchestration solutions.

    Next Steps

    • Transform IT as a service broker.

      HPE IT operations management transformation solutions help you transition IT from a cost center to a value creating business partner with the ability to broker consumption of services to support the digital era.

    • Apply a true Composable Infrastructure.

      Bridge traditional IT with the digital economy.  A whole new architecture for the data center designed from the ground up to deliver a new experience to the business. Read more on this game changing technology.

    • Find your Right Mix.

      20th Century Fox finds their right mix of cloud.  HPE Helion helps Fox find the right mix with a Media Cloud that accelerates the delivery and protection of their most precious assets. Read the case study for best practices.

    • Consult the experts.

      Transform from traditional IT to a software defined infrastructure. Our Hewlett Packard Enterprise transformation workshops provide an integrated IT approach and help you formulate and execute a comprehensive, overall strategy.

    Recommendations

    Novice/Beginners

    It’s not business as usual.

    Forrester research shows majority of IT professionals are spending the bulk of their time tasked with managing their current environment with little time to think about innovation and how IT can add value to the future. Truth be told, history is catching up to IT and the decisions from the past are producing an unruly environment with multiple vendors, platforms, and processes. With breakthrough Automation and Orchestration solutions, now is the time to take control of your current IT environment so you can free up resources to innovate the future of your business.

    Next Steps

    • Educate.

      Automation and Orchestration solutions have significantly evolved in the past 5-10 years.  New architectures and capabilities are available that can help accelerate IT execution. Learn more

    • Gain confidence in your IT.

      Our IT operations management automation and analytics solutions help you to seamlessly visualize and control your hybrid infrastructure and free up resources for more value-added tasks.

    • Simplify.

      As IT complexity continues to inhibit IT professionals from optimizing their environment, hyper-converged solutions are gaining popularity for those who are looking for simplicity at an affordable cost.  Hear from others like yourselves in this survey report on modern infrastructure.

    • Become more agile.

      Network virtualization has become game changing in the evolution of software defined data centers. Read analyst views and research on its business value.

    • Think big, start small.

      Focus on providing incremental value while always keeping the big picture in mind.  HPE IT Transformation Consulting Services consultants will help you develop a unified datacenter modernization strategy across IT generations, vendors and platforms using a proven, patented approach. Learn more.

    Recommendations

    Novice/Beginners

    It’s not business as usual.

    Forrester research shows majority of IT professionals are spending the bulk of their time tasked with managing their current environment with little time to think about innovation and how IT can add value to the future. Truth be told, history is catching up to IT and the decisions from the past are producing an unruly environment with multiple vendors, platforms, and processes. With breakthrough Automation and Orchestration solutions, now is the time to take control of your current IT environment so you can free up resources to innovate the future of your business.

    Next Steps

    • Educate.

      Automation and Orchestration solutions have significantly evolved in the past 5-10 years.  New architectures and capabilities are available that can help accelerate IT execution. Learn more

    • Gain confidence in your IT.

      Our IT operations management automation and analytics solutions help you to seamlessly visualize and control your hybrid infrastructure and free up resources for more value-added tasks.

    • Simplify.

      As IT complexity continues to inhibit IT professionals from optimizing their environment, hyper-converged solutions are gaining popularity for those who are looking for simplicity at an affordable cost.  Hear from others like yourselves in this survey report on modern infrastructure.

    • Become more agile.

      Network virtualization has become game changing in the evolution of software defined data centers. Read analyst views and research on its business value.

    • Think big, start small.

      Focus on providing incremental value while always keeping the big picture in mind.  HPE IT Transformation Consulting Services consultants will help you develop a unified datacenter modernization strategy across IT generations, vendors and platforms using a proven, patented approach. Learn more.

    Hear from Forrester Analysts

    Forrester Research Report:
    Automate I&O To Answer Digital Disruption.