Helping smaller organisations make the right choices

By Jon Collins, Tony Lock and Dale Vile

IT management tools are finally, after many decades of masquerade, ready to deliver the functionality that their product descriptions infer, namely capabilities to actively manage the services provided by the IT infrastructure rather than simply monitor if systems are up and “running”. This is placing the onus on organisations to consider how they can best move their systems management thinking forward, and bring the management tools and processes along too. The pressure is on IT to deliver more flexible services to its customers whilst the workloads now placed on IT administrators are almost overwhelming. Doing nothing on automation in the IT management arena is no longer an option.

This paper considers choices for management software for mid-market organisations. Of specific interest are help desk and application (event and performance) management software: such technologies are now advanced enough to deal with many routine, repetitive tasks that consume scarce IT personnel resources. However, many seasoned IT professionals may not entirely trust IT management tools to deliver reliable automation for routine tasks……….

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