5. Problem identification and troubleshooting: This is a critical function in the data center and means that the IT automation tool must understand the behavior and characteristics of all devices and systems on which it focuses. If that intelligence is not built in, then your staff or consultants will have to do so and that can be a lot of work. Problem identification also affects users, either by offering self-help or guidance for the help desk.
6. Problem reporting: Although it's an important function, it can end up being nothing more than a yet another alert on the screen of the data center staff. Or it could result in the automatic generation of a trouble ticket into your tracking system, such as Remedy. There is an obvious downside to IT automation tools that report problems--information overload. After a certain point, the alerts, events, and configuration changes just fly by on the screen.
7. Automated problem resolution: See above. Ideally, an IT automation tool would have enough intelligence to figure out a problem exists and then fix it automatically. A tool might execute a plan of action if certain conditions are met--whether or not the tool "knows" what the problem is. If it cannot do that, at least it could perform some basic fixing before turning the alert over to a human operator, while documenting all the relevant background details that caused the alert. This information is particularly helpful when it comes time to address the problem with the vendor of the offending software.
8. Detection of noncompliance and enforcement of compliance with standards and regulations: The best IT automation tools should start out with a good set of tests that encompass best practices.
9. Quarantining: This is one way to enforce noncompliance or eliminate a potential security threat. If the problem cannot be fixed, at least it can be isolated. Whatever is causing the problem--server, desktop, application--may have to be isolated in order to fix it. This is an area where computers can prevent harm to the system faster than any IT personnel.
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