Service Desk Automation Whitepaper

Achieving Best Practice with Service Desk Automation

The IT Infrastructure Library (ITIL) provides organizations with a clearly defined best-practice framework within which they can define process and practices for the support and delivery of IT services. However, the breadth of ITIL also introduces a degree of complexity which can make even partial implementations appear daunting.

Service Desk automation – the use of software tools to automate ITIL processes within an organization - removes the burden of compliance from staff and management. In particular, an automation approach brings the following benefits to an organization:

• The complexity of each ITIL process and interactions with other ITIL processes can be handled by software.
• The likelihood of human error and probability of process breakdown is reduced.
• Software solutions can automatically feed data into key metrics defined by the organization, and share it amongst processes.
• Most automation solutions offer some form of tracking of staff activities for later auditing.

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VMware Service Manager provides ITIL Service Management and Help Desk solutions including Incident Management, Problem Management, Configuration Management, Change Management, Release Management, Service Level Management and Availability Management software. Copyright © 2010 VMware, Inc. All rights reserved.