Challenges / Benefits of Business Service Management

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1 Challenges / Benefits of Business Service

2 OMNINET Facts and Figures: German based Software Company >15 years OMNITRACKER >400 man-years development included > concurrent clients installed

3 Business Service (BSM) Business Service = Customer-centric & business focussed approach to (IT)SM. Create a business out of your Internal or External Service. External= Service Provider Internal= Profit Center Convert from a Cost Center into a Profit Center. This presentation focusses on Business Service covering 4 application areas. Business Service

4 Business Service Processes Typical challenges / issues: Lack of cross-business orientation (silos); Difficulties in process transition (sales project operations); Clear roles & responsibilities (delegation of duties) and approvals; Efficient resource-, capacity planning and Time Registration; Good overviews (for management).

5 Typical Processes Lead Offer Contract Typical Challenges: Getting a grip on your complete processes (workflow); Keeping good overview over Pipeline; Keeping track of all input/feedback for the whole organization; Time Registration of and Pre- effort; Keeping track of the latest offer to the customer; Easily transforming the latest offer into a contract / project.

6 Typical Processes Budgeting Controlling (incl. resource- & capacity planning) Portfolio Work Breakdown Structure closure & lessons learned Material Order Stock

7 Typical Processes Typical Challenges: Monitor project portfolio; Link to customer contract (link with what has been sold); Keeping within Budget and scope; Manage Resource allocation (often shares resources); Clear view of what Activities (tasks) are outstanding for everybody; Transfer to IT Operations after project.

8 Typical IT Service Processes Resource + Capacity Planning Activity + Time Registration Event Incident Service Request Problem Change Release Service Catalogue Availability- & Capacity Customer Satisfaction Survey Mngt Service Level OLA / SLA / UC Service Asset and Configuration

9 Typical IT Service Processes Typical Challenges: Best Practice Service according to ITIL Processes; Simplify ITIL in a pragmatic way; For the engineer: clear separation between ITIL Processes and Activities; Resource -, capacity planning and follow-up; Time registration is too time consuming and/or too much admin.

10 Typical Processes Material Consumed Time Entries Accounting Price Per Ticket Price Per Contract Charging / Billing / Credit Pack Export to ERP Price Per Asset

11 Typical Processes Typical Challenges: High administration; Cost elements are forgotten to be cross charged / invoiced; Lack of synchronization between IT Operations and Billing; Service manager often need to work both in and ERP Tool; Not being able to cross charge each element because it is not available in ERP; Billable vs non-billable.

12 How can OMNITRACKER help you?

13 OMNITRACKER : Business Service OMNITRACKER Application OMNITRACKER Platform (Core)

14 OMNITRACKER : Business Service OMNITRACKER Application OMNITRACKER Application OMNITRACKER IT Service Application OMNITRACKER Application

15 OMNITRACKER : Application

16 OMNITRACKER : Application Benefits of the Center Application: Streamline your sales process from lead to order; Workflow management built-in for each process; Get a good overview and control of your sales pipeline; Funneling & reporting & KPI dashboards; FinMits

17 OMNITRACKER : Application Contract Center 1. Contract / layer scope definition approval process 2. -Phase layer Budget Control Phase Employee Master Data project structure- and budget planning to monitor and to control the project execution 3. Activity layer Planning Activity Time Account to structure and to define work packages to assign resources and to do time scheduling Time Registration Time Entry 4. Time Entry and Travel Expense layer Travel Expense for recording those efforts to process the activities as well as to record travel expenses

18 OMNITRACKER : Application Benefits of the Center Application: IT Resources can work on operations () and s (PMC); 1 centralized resource planning; 1 centralized Time registration (for, PMC, Pre-sales...); Get a clear overview of your running projects; Enhanced Monitoring of Budget and Milestones; Automatic notifications/escalations to project manager.

19 OMNITRACKER : IT Service Application Knowledge Service Catalogue Service Level (incl. Contract mngt, SLA & U.C.) Phone Web Mobile Social Media Interfaces Service Desk Self Service Portal Incident Request Fulfillment 3rd Party System Monitoring Event 3rd Party Client / Asset Problem Change Release & Deployment Mgmt. Service Asset & Configuration (CMDB) Identity & Access (IAM) License Administration Capacity Availability

20 OMNITRACKER : IT Service Application Benefits of the Center Application: Integrated mature pragmatic ITIL Processes; Based upon market best-practices; Configurable Approval flows; Activity and work order based; Time Registration; Reporting to evaluate and improving the processes; 3x user interfaces: Windows-, Web- and Mobile Clients; Flexible integration to 3th party supporting tools.

21 OMNITRACKER : Application (Pre) management Deliverables Budget Budget INPUT CONFIG OUTPUT Invoicing ERP Budget Material Activities Time Credit Pack Activities Time Contracts Assets

22 OMNITRACKER : Application Benefits of the Finance Center Application: Focus is Finance for Service Providers & Profit Centers; General flexible Finance Model; Finance configuration via data population (not specific customisation); Fully automated follow-up of cost elements, generation of billing lines: Nothing can be forgotten; Low overhead, once finance configuration is set up; Integration with ERP tooling.

23 Summary of the Presentation Each Application has its own predefined processes, based upon best-practices, preloaded (don t re-invent the wheel); We want to cover the complete technology department, not pure. From strategy to operations.

24 What s in it for you? What s in it for you? ONE platform, avoid data duplication; Enable Cross Business processes; Have a good grip on your business processes from start to end; Efficient resource- & capacity planning; All applications Out-of-the-Box integrated with each other.

25 Thank you for your attention! Questions? DEMO: booth B155

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