Changing the approach to system operations

by Wayne Greene; Douglas Mackinnon, SOA World

CIOs see operational excellence as the “table stakes” in the high-roller game of IT. Often thought of as the starting point to creating value for the business in this game, businesses use IT for competitive advantage, and the business that is most successful wins. However, operational excellence has always been a moving target – more of a journey than a destination because it’s seldom attained, and then not for very long. What was good enough yesterday, no longer meets the today’s needs and surely won’t meet tomorrow’s.   ……….

But where can IT get the greatest return from automating its processes? For those familiar with ITIL processes, the place to start is with incident management within service operations. The purpose of incident management is to return IT service to customers as quickly as possible once an incident occurs.  …….

Complex event processing can be an effective tool to automatically determine when patterns of alerts, events, and other data indicate that an incident has just occurred. By automating incident detection, IT can improve service by more quickly identifying when an incident has occurred and begin resolving the incident. Article

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