Innovation of the Year!

utopic_pinkIn recognition of the seamless and inventive way PCs can now be automatically self-healed from small break/fix issues and catastrophic failure, Pink Elephant, the global IT Service Management leadership certification and training organization awarded its top prize for IT Excellence to Utopic Software’s Persystent Suite.

Utopic, a leader in imaging, repair and configuration management solutions, was selected among four finalists at Pink Elephant’s 20th Annual International Conference & Exhibition, “Pink16,” in Las Vegas for Innovation of the Year. Persystent is a cloud-based and on-premise platform that facilitates repair and recovery of compromised or mis-configured devices. It achieves this in near real-time and without manual intervention with a single reboot of a device. Visit our main website at www.utopicsoftware.com.

As part of the thorough judging process, Utopic proved that a PC experiencing a catastrophic failure resulting from a malware breach, could be “self-healed” with a healthy, approved image in only 45 seconds. It successfully met the judging panel’s rigorous requirements of a solution that could positively impact the ITSM community and be translated into best practices.

This acknowledgement goes far in confirming the viability ofIT-Excellence-Awards-Innovation-Of-The-Year automated self-healing that can repair and recover any PC in less than a minute regardless of the damage.” said Utopic CEO Bob Whirley, “More specifically, it validates the incredible hard work and vision our team has put in to developing a comprehensive and game-changing solution. It is truly a great honor.”

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According to Utopic, Persystent Suite achieves ITSM’s most important goal: getting users back up and running in the shortest amount of time and thereby promoting greater amore controlled compute availability and productivity. Studies have shown that Persystent reduces break/fix incidents by more than 70 percent. Through automatic corrective action, what called “self-healing,” an ideal state is reapplied during the pre-boot process and the user is back up and running within minutes without loss of data, setting or applications.

 “All the finalists were truly innovative, but what tipped the balance was that the judging panel thought the Persystent solution would have the biggest, broadest and most positive impact on the ITSM community, ” said George Spalding, Executive Vice President, Pink Elephant. “We congratulate the Utopic team and look forward to continued innovation from them in the future.”

According to the organizers, a record number of nominations were submitted this year from organizations of all sizes and from virtually every industry. Pink Elephant’s IT Excellence Awards are considered one of the industry’s preeminent honor. See Pink Elephant’s press release

“We are absolutely thrilled and gratified the judging committee made up of our peers and other subject experts at Pink Elephant recognized the value Utopic brings and that our Persystent solution is a proven path towards that value,” Whirley added.  “As a fast-growing technology company, it’s gratifying to know our team has made significant inroads into changing how change management is perceived, deployed and managed.”

Whirley has been invited to speak at next year’s conference.

The IT Excellence Awards were created to honor and generate public recognition of the achievements and positive contributions of organizations contributing to the ITSM community.

Pink Elephant is a premier global training, consultingimages and conference service provider, and has an undisputed reputation for leading the way. They are proud of their pioneering and innovative spirit, which has enabled them to introduce and spearhead many revolutionary concepts and programs since their inception forty years ago. Pink Elephant has grown to become recognized globally as The IT Service Management Experts and is very proud of its commitment to IT best practice frameworks. In fact, Pink Elephant has been involved in the “ITIL project” since its inception in 1989.

@itilexperts

 

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Self-healing automations allow CIOs to meet new challenges

According to CIO magazine one of the “Top Actions CIOs should take in 2016″ is to redesign the workforce. They say “to maximize IT talent and meet digital needs of the future, changes to the roles and responsibilities must be considered. IT work is evolving beyond managing programs and developing software…”

This has several ramifications. One of which is the IT specialist must now (more than ever) wear multiple hats. However, this is not as burdensome an issue as once thought. With the application of automation for certain tasks once exclusively reserved for hands-on attention, the IT specialist , can transcend beyond the plugger of cables or writer of code. The article agrees: “CIOs also need to develop a workforce strategy that reflects increased automation. Intelligent machines can augment higher-end skills and automate routine tasks and decisions.”

One area that could obviously benefit from greater (and smarter) automation is IT Support. Help desk tends to be heavily dependent on hands-on techs (whether in house or off-shore). Many companies already implement some sort of self-service automation for Level One issues like forgotten passwords. However, it is the Level Two break/fix issues where significant improvements in time and resource management could allow CIOs to adapt the article’s stated best practice.

Sure, but computers can’t fix themselves.

In this landscape of automationthey can. In fact, a device can be self-healed in about 45 seconds; the time it takes a machine to reboot.  It is part of an automated process that restores a desired image to a corrupted or damaged OS or other break/fix issues  malware/ATP infestation, poor performance, and mis-configuration.  The significant difference with an existing platform is in this automated repair is that the profiles, files and settings remain intact. This isn’t a Day Zero rollback.

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The automation comes with the development of an updating desired image. An IT team can schedule an update anytime. Most companies do so on a weekly or bi-weekly basis in conjunction with a Windows security patch or application update. There are two time-saving automations that ensure the most current image is available. First is that the repair/restore/imaging component takes a snapshot of the approved image and only adds what has changed since the last update. So IT is not reimaging an entire workstation and the process is infinitely faster. Second is, any patches can be tested against a single image rather than every case of the distributed image. This is because of single-instance file storage to ensure that only one copy of any one file is stored across the organization. You have many licenses for Word, but only a single instance is captured for an image. What this means is that the organization always has a recent authorized image that won’t take days to rebuild. It is restored in moments.

So if a workstation can heal itself, is their still a role for IT help desk?  First off, help desk is now involved in the discovery of root causes rather than fixing symptoms. Fixing the symptom simply gets the user back to productivity almost instantaneously. When a user does call with a break/fix issue, the IT specialist can resolve the issue in seconds by initiating the reboot with the correct repair level. However, once the user is back up and running, the IT team can investigate causes so that they can be prevented in the future. Part of the solution is that it has granular reporting so the logs can be reviewed and ideal states compared to show how and where the performance issue occurred.

The end result is a new baseline of automations that reduce the number of support incidents, reduce the time to resolution, increase uptime activity, improve compute landscape integrity, but with relevance to the CIO article, create new bandwidth and greater visibility to allow for the changing roles and responsibilities of IT.

Of course, Utopic Software is happy to perform a demo of these automations in a live presentation to prove self-healing is not only possible, but generates the necessary ROI and bandwidth expansion a CIO needs to achieve their vision.