<Insert Picture Here> ITIL konforme Geschäftsprozesse mit Oracle

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1 <Insert Picture Here> ITIL konforme Geschäftsprozesse mit Oracle Carola Respondek, Principal Sales Consultant CRM Rainer Grimm, Principal Consultant SOA

2 Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle.

3 Agenda Ziel des Vortrags <Insert Picture Here> Zertifizierte Prozesse Prozesse in Zertifizierung Unterstützung der anderen Prozesse

4 Ziel des Vortrages ITIL - Information Technology Infrastructure Library ITIL ist der de-facto Standard für IT Service Management See how Oracle can help organizations align their business process to ITIL guidelines

5 Agenda Ziel des Vortrags <Insert Picture Here> Zertifizierte Prozesse Prozesse in Zertifizierung Unterstützung der anderen Prozesse

6 ITIL zertifizierte Prozesse PinkVERIFY Toolsets (V3 Model)

7 ITIL zertifizierte Prozesse PinkVERIFY Toolsets (V2 Model) PinkVERIFY (V2) vendors with a current license agreement will continue to be recognized because all of the V2 processes are contained within V3. If you are from an organization planning to implement V3, you can still select PinkVERIFY tools under the V2 or V3 model with confidence.

8 ITIL Prozesse in EBS Incident Management <Insert Picture Here> Service Asset & Configuration Management CMS Problem Management Change Management

9 R12 Oracle E-Business Service Suite ITIL Solution Overview Trouble Ticket Creation Channels Self Service Agent Assisted Open Interface Oracle isupport Oracle Service Desk Oracle Center Machine-tomachine Oracle Service Public APIs Incident Management Problem Management Service Asset and Configuration Management CMDB / DML Change Management Public APIs Business Events Auto Discovery Data Federation Remote Diagnostics CMS Knowledge Base Service Level Agreements Audit Tasks Employee Self-Service Escalation Linking Routing Notifications Search for Similar Auto Closure Rules Customers Employees Attachments Analytics Workflow Business Events Security Globalization

10 R12 Oracle E-Business Service Suite BEISPIEL: ITIL - Business Flow Incident Management Problem Management Change Management Service Desk Agent Steven Barry 01 Incident Registration 02 Incident Analysis 03 Task creation 04 Resolve Incident (WIP) 05 Problem Initiation 18 Close Incident Problem Manager Donavan Owens 06 Problem Registration 07 Problem Analysis 08 RFC Registration 17 Resolve Problem Change Manager Kathy Rambis 09 RFC Acceptance 10 RFC Assessment 11 RFC Build 12 RFC Scheduling 13 RFC Implementation 14 Update CMDB 15 RFC Post Review 16 RFC Closed End User Kevin Logan Change Approver Manoj Gupta 08 RFC Approval

11 Agenda Ziel des Vortrags <Insert Picture Here> Zertifizierte Prozesse Prozesse in Zertifizierung Unterstützung der anderen Prozesse

12 ITIL V3 Prozesse in Vorbereitung zur Zertifizierung Knowledge Management Release Management Service Level Management Request Fulfillment Management Service Catalog Management

13 R12 Oracle E-Business Service Suite ITIL Solution Overview Trouble Request Ticket Fulfillment Creation Management Channels Self Service Agent Assisted Open Interface Oracle isupport Oracle Service Desk Oracle Center Machine-tomachine Oracle Service Public APIs Incident Management Problem Management Service Asset and Configuration Management CMDB / DML Release Mgnt. Change Management Public APIs Business Events Auto Discovery Data Federation Remote Diagnostics CMS Knowledge Mgnt. Base Service Service Level Level Agreements Mgnt. Audit Tasks Employee Self-Service Escalation Linking Routing Notifications Search for Similar Auto Closure Rules Customers Employees Attachments Analytics Service Workflow Catalog Mgnt. Business Events Security Globalization

14 Agenda Ziel des Vortrags <Insert Picture Here> Zertifizierte Prozesse Prozesse in Zertifizierung Unterstützung der anderen Prozesse

15 Übersicht der ITIL V3 Prozesse (1) Prozess/Funktion (Version 3) Oracle Unterstützung Zertifizierung Prozesse / SKMS Sonstiges Strategy Generation Financial Management Essbase Service Portfolio Management Demand Management Service Level Management Zertifizierung Service Catalog Management Zertifizierung Information Security Supplier Management IT Service Continuity Availability Management Capacity Management Knowledge Management Zertifizierung Change Management Pink verified Service Asset and Configuration Pink verified Transition Planning and Support

16 Übersicht der ITIL V3 Prozesse (2) Prozess/Funktion (Version 3) Oracle Unterstützung Zertifizierung Prozesse / SKMS Sonstiges Release and Deployment Zertifizierung Service Validation and Testing Evaluation Incident Management Pink verified Request Fulfillment Zertifizierung Event Management Grid Access Management Problem Management Pink verified The 7-Step Improvement Service Reporting Measurement Business Questions for CSI Return on Investment for CSI

17 Service Knowledge Management System SKMS CMS CMDB DB DWH SOA-Architektur Cockpit BPEL Berichte Ticket Berichte CMDB CMS DWH Asset ESB Cockpit Ticket Asset ERP ERP BPEL

18 Abstimmung Business < - > IT Oracle BPA Suite (EPC, BPMN) Konzept Modell Business Modellierung Logik Modell Shared Metadata Ausführbar Modell Oracle Process Designer (BPEL) IT Modellierung

19 BPA - Suite / Chef-Sicht Service Support Incident Management Change management Release Management Problem Management Configuration Management

20 BPA - Suite / Business Sicht Erfassung Incident Incident erfasst Ticket Incident priorisieren Service Desk Mitarbeiter Ticket System Ticket Incident kategorisieren Service Desk Mitarbeiter Ticket System Servicerequest liegt vor Reklamation liegt vor Störung liegt vor Servicerequest bearbeiten Untersuchung Störung

21 BPA-Suite IT - Sicht = ausführbares Programm

22 Event Management SOA-Architektur Stellt Aufrufbarkeit sicher Beseitigt Mehrfachlösungen Grid Control liefert Systemrelevante Events meldet Vollzug JEDES Changes (HW/SW)

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