Just a reminder: Today, IBM is hosting a free webcast that demonstrates how to implement ITIL processes using IBM SmartCloud Control Desk. You can register here.
Time: 11:30 a.m. to 12:30 p.m. Eastern Standard Time
Duration: 60 minutes
DescriptionAs organizations deploy cloud and virtualized environments, end users have the expectation of seeing their requests fulfilled within minutes. This is true in development and test environments that don't have much governance requirements. However, when the same requests are made in production environments that are subject to change governance and ITIL best practices, the governance system has to be similarly quick and responsive to meet user expectations.
Using the IBM SmartCloud Control Desk, we will demonstrate scenarios that show how to implement ITIL processes using a “manage-by-exception" model, allowing requests to go through in an automated way with no human touch for routine cases. When exception conditions are encountered, tasks can be queued for humans to review and perform. The live code demonstration will involve showing key product features like:
- origination of requests using a self-service catalog interface
- automated impact analysis using CIs and relationships in the CMDB
- automation of the request fulfillment via ITIL v3 processes with no human touch
- seamlessly adapting the flow and including human oversight when risk and impact thresholds are crossed