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Working Smart in IT Operations: The Case for Consolidated Operations
After the developers have done their work, the applications tested, and the servers fired up, IT operations are called to duty and bring it all together. People are broken down into different parts of the operational team and are expected to work within their specific part of the infrastructure. As a result, people start to lose sight of the bigger picture. This can result in several different groups working on the same issues, or the issue is passed around through the different departments.
This paper discusses an approach called "consolidated operations". Consolidated operations enables IT organizations to resolve problems in the shortest possible time while meeting business goals to control or drive down IT OPEX.
This is achieved by:
- Eliminating duplicate effort
- Streamlining communication
- Resolving as many incidents as possible at tier 1
- Escalating incidents that cannot be resolved by tier 1 to the right specialist the first time and with all relevant information
Read this paper to learn how HP Operations Center software implements this approach so that IT operations can increase efficiency, reduce costs, and eliminate business risk.