Integrated processes aligned to your business The examples of the new NetEye and EriZone releases

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1 Integrated processes aligned to your business The examples of the new NetEye and EriZone releases Georg Kostner, Product Manager NetEye / EriZone 4/15/2015 1

2 Measurement & management in most organizations is a mess! IT services should be organized and managed to meet the business goals 4/15/2015 2

3 It is not so easy to be always aligned to the new technologies in an entire organization! Change management to introduce new IT service changes 4/15/2015 3

4 How to satisfy the users? The IT never works The mail service is not responding The connectivity is slow The ERP system is not available Internet does not work On Monday morning the IT services are not available because of a failure during the weekend RESULTS: anger, frustration, rage 4/15/2015 4

5 Follow the ITIL way 5

6 Service Operation Service Transition Service Design Implemented ITIL Processes Service Level Service Catalogue Capacity Availability IT Service Continuity IT Security Supplier Change Change Evaluation Service Asset and Configuration Knowledge Event Request Fulfillment Access Incident Problem

7 Service Catalogue and CMDB Incident MGMT Problem MGMT Service Desk Event MGMT Incidents Requests Unified Monitoring Trouble Ticket Engine Reports Engine IT Service - CMDB Knows Error Data Base Service Level Agreements Change Workflow Capacity Monitoring Change MGMT Capacity MGMT Availability MGMT SLA MGMT 4/15/2015 7

8 The whole organization is involved Change Manager Problem Manager Financial office Capacity Manager Unified Monitoring Legal Office IT operation IT Service Sales Office Human resource Purchase Office Service Desk Customer 4/15/2015 8

9 Who is involved to define a service catalogue? User Customer Support Sales IT Operation 4/15/2015 9

10 Example of a IT service catalogue LAN IT Services Mail Application Server on premise or cloud VPN ERP CRM Shop Mail ERP CRM Sharepoint OS - Virtual Server Internet Sharepoint Citrix Data Storage SAN / NAS 4/15/

11 Unified Monitoring ITIL processes Manage efficient and effective IT services Customer User IT SERVICE SUBSYSTEM Domain, Mail, SAP, Virtual Systems, Oracle, Storage, COMPONENTS Network, Linux, Windows, VMWare, Database, SAN, CHECKS on single metric of a component Technological and organizational INTEGRATIONS 4/15/

12 Unified Monitoring Reliability - Availability Performance Troubleshooting Auditing SLA Monitoring 4/15/

13 RELIABILITY PERFORMANCE TROUBLESHOOTING Specific databases for specific scope Software Hardware Inventory Network Discovery Log files Indexing data Service Level Agreements Service Catalogue SLA Reports Asset Contracts Capacity & Performance history Application Performance Real User experience CI s Known errors Network Performance Real User Experience Performance Time Accounting 4/15/

14 CMDB The processes at a glance Request IT Service RFC Request fulfilment Incident MGMT Problem Problem MGMT Change MGMT SLA SLA KPI Incident CI #A CI #B CI #C CI #D Service catalog Service A SLA Service B SLA Service C SLA Business Process A Business Process B Business Process C Security Network Systems Application RUE End to end Facility Thresholds Thresholds Thresholds Thresholds Thresholds Thresholds Thresholds Event

15 CMDB as a service: the relations IT Service Request RFC Incident MGMT Problem Problem MGMT Change MGMT Request fulfilment SLA SLA KPI Incident Event Business Process: SLA Service catalog Mail Server Mail relay server Firewall cluster Windows DC CI Monitoring Firewall Firewall Domain Domain SMTP Exchange HTTP checks checks checks checks checks checks checks Event

16 A comprehensive solution Monitoring event management Incident CMDB 1 Alert generation 2 Automatic ticket creation CI 4 Acknowledge 3 Ticket assignment / open Monitoring 5 8 Interruption of re-notifications and escalations Recovery: Alert status set to OK 6 7 Issue identification and evaluation Ticket resolution and closure IT Service 4/15/

17 NetEye overview Inventory & Asset MGMT Discovery Docu Application Performance Monitoring SLA Reporting Security Monitoring Network Performance Monitoring IT Service Monitoring System & Storage Monitoring End User Experience Monitoring Real User Experience Monitoring Log MGMT 4/15/

18 Hierarchical escalation Request handling by a centralized approach User Request fulfillment Incident Problem SMS Requests Incidents Service Desk Request Incident processing Experts group A WEB NetEye 1 Level Support 2 Level Support 3 Level Support Experts group B Reply Solution traceability Esperti gruppo C Phone January 23, 2015 MEDIA LIBRARY / CONFIGURATION ITEMS Functional escalation Service Level Agreement measurement 18

19 Customer s Linguistic Code Service Catalogue: the organization driver Filter Services by Customer s Company Service Selection Default values SLA Selection Group Assignment Custom Type Security Incident Incident Major Incident Request for Change Service Request Request Category Selection: The key is to take advantage of customer s linguistic code and knowledge Triggered automatic processes September 1,

20 Configuration ITEM Identifier Status Events Location User Organization CI Maintenance Product Supplier Costs SLA Relations Attributes 4/15/

21 Optimized Asset through the automatic discovery AUTOMATIC DISCOVERY ASSET MANAGEMENT Router S/N: xxxx IBM AIX S/N: xxxx Firewall S/N: xxxx Computer S/N: xxxx Machintosh Mobile S/N: xxxx VMware S/N: xxxx Windows Switch S/N: xxxx HPUX S/N: xxxx Linux

22 EriZone overview Incident Problem Request Access Change Knowledge Service Catalogue Configuration 4/15/

23 Benefit for the management Reduced operation costs The processes of separate units operate in integrated way IT investments can be planned based on business priorities YOU BENEFIT Measurement of SLA and OLA to satisfy undertaken contracts Professional service are aligned to the business needs Processes are managed and organized 4/15/

24 Benefit for IT operations Reduced incidents and downtime Customer satisfaction YOU BENEFIT The root causes of the incidents can be quickly identified IT investments can be planed with proper priority Decisions can be taken according to their business impacts 4/15/

25 THANK YOU FOR YOUR ATTENTION! ANY QUESTIONS? 4/15/

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