TESM RunBook is a native ServiceNow application that allows you to integrate manual processes into ServiceNow workflow, and enables the definition and execution of support processes to be federated across your organisation. Runbooks can be invoked on a schedule, ad hoc or in response to a monitoring alert.
This delivers enhanced transparency and accountability across IT support, enabling you to dramatically improve resourcing efficiency and manage incidents more effectively.
Frees skilled staff to focus on higher value projects
TESM RunBook makes it possible for Level 1 operators to handle routines previously requiring Level 2, thereby freeing up skilled staff to focus on projects of greater value to the business.
Reduces number of P1s
Running daily system checks with TESM RunBook reduces the number of P1 incidents by catching developing problems before they impact the business. This turns the traditional operations model in a NOC on its head; TESM RunBook enables the NOC to be proactive, testing for problems and taking preventive action rather than only reacting to issues.
Faster MTTR for incidents
Equally, TESM RunBook can be configured so that selected alerts coming out of your management systems will automatically trigger a runbook for the Level 1 operators to work on. This enables a fast and sure response, with no need for immediate Level 2 involvement.
Provides a wealth of Demand and Capacity data
TESM RunBook enables Operations Managers to allocate resources more efficiently. You can see who has the tasks; who is working on them; who hasn’t done them, or has forgotten to do them; how long they take to perform them.
This data can be accessed in a range of reports, enabling managers to get real insights into what is happening. In the case of outsourced support functions, this feature enables an in-depth, real-time view of supplier performance.
Find out more
Complete the form opposite to request a free copy of the RunBook Briefing Paper, including a user case study.