More than a third of the respondents (35.4 percent) rated their IT management maturity model as reactive, while only 14.1 percent said theirs are aligned or strategic. Allen provided tips on how IT leaders could ensure their management model was aligned or strategic.
- From reactive to efficient
IT organisations must adopt a centralised patch and password management processes to shift from being reactive to efficient. They must also start automating activities, deployments, and/or remediation.
"One of the great things about automation is that it does the same thing every time and it consistently delivers," said Allen. "It improves the end-user experience because it's consistent and quantifiable; you can basically tell the business what you're going to deliver."
However, he advised organisations to ensure that their policy and change management practices complemented processes resulting from the use of automation.
- From efficient to proactive
IT organisations that want to be proactive must adopt application monitoring, as well as continuously automate activities, deployments, and/or remediation. As such, they must implement IT device and configuration standards to facilitate the deployment of automation. This will eliminate the need for multiple processes when deploying automation.
- From proactive to aligned/strategic
In order to be strategic, IT teams must regularly review and analyse trouble tickets and logs. "Look at your ticketing system because it will tell you trends in your environment. So find out what's happening in your environment [and identify the things/processes that can be automated]," advised Allen.
IT organisations must also adopt an Information Technology Infrastructure Library (ITIL), and a device performance baseline to understand their network performance. They should consider deploying a self-service request and predictive analytics to forecast their organisation's performance in the coming months.
Enabling a self-service environment
Ayala Land Inc.'s (ALI) IT organisation started its automation journey in 2006. It first automated the processes that usually garnered the most tickets, such as password resets, deactivation of e-mail accounts of employees who have resigned, and requests to join a distribution group. Nearly half of these processes (43 percent) are now automated, said Annie Alipao, CIO of ALI.
Annie Alipao, CIO of Ayala Land.
ALI also used automation to enforce the PC lockdown policy which limits the types of software an employee can install on his/her PC. With the help of automation, ALI's IT team can now easily monitor and identify those who do not comply.
"[With automation in place, it's easy for me to track who violates the PC lockdown. This enables us] to establish accountabilities of inventories. We need to make sure that we [have visibility of] the hardware and software installed in each PC so that when we do servicing or charge back we know where to charge them and what we can charge them with. It helps me enable a shared service environment," explained Alipao.
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