State-of-the-Art ITSM Tools & Technologies

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1 State-of-the-Art ITSM Tools & Technologies George Spalding Executive Vice President Pink Elephant Pink Elephant Leading The Way In IT Management Best Practices

2 Four Stages of Architecture Maturity Phase 1 Phase 2 Phase 3 Phase 4 Business Silo Architecture Standardized Technology Architecture Optimized Core Architecture Business Modularity Architecture Where companies look to maximize individual business unit needs of functional silo needs Providing IT efficiencies though technology standardization and, in most cases increased centralization Company wide data and process standardization as appropriate for the operating model Reuse loosely coupled IT Enabled business process components (services) to preserve global standards while enabling local differences Source: HBS Enterprise Architecture as Strategy ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 2

3 Value Service Network Service ECO System Business Units Shared IT Services Business Unit A Dedicated Service Service W Service Unit 1 3 Service Supplier Types Business Unit B Shared Service Service X Service Unit 2 External Supplier Business Unit C Service Y Outsourced Service Service Unit 3 External Business Unit A Business Unit D Service Z Service Unit 4 Embedded IT Crown copyright 2008 Reproduced under license from OGC Figure 3.11 Common relationships between business units and service units SS Book, page 41 ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 3

4 Enterprise Resource Management (ERP) ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 4

5 IT As A Supply Chain Manage Business Requirement Manage Account Service Status Customer Value Realization Continuous Service Improvement Program Business Engagement Investment Roadmaps Service Level Agreements Plan Confirm Resources Align total investment to the business Commercialize Emerging Technology Asset Lifecycle management Report Summary, drill down, analysis KPIs Source Insource / Outsource Service Ctr. Contracts Master Service Agreement Sourcing Strategy Bill Provision Operate Cost Recovery Deliver/ Operate Underpinning contracts Third party solutions Operation Level Agreement Service Level contracts Service Request fulfillment Publish Services Request for services Service Fulfillment Record Budget/Plan ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 5

6 IT Strategy & Cloud Services Business Product Explore Develop Produce Business Service Ship Refine Blend Store Pipe Distribute Market Business Process Business Process Business Process Service Catalog Local Virtualization Cloud Services Integration Application Optimization Hardware Consolidation ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 6

7 Call A Spade A Spade Launching A Cloud Computing Strategy Means Outsourcing Multiple Slivers of Your IT Service Value Chain What the IT Community is quickly coming to realize is that to deploy a cloud strategy within their organization successfully a number of processes and IT Service Management elements have to be defined - and better yet - automated from request through verified provisioning and then keep running as long as needed. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 7

8 Integrated & Automated Processes Supplier Management Service Level Management Request Fulfillment Change Management DML Service Catalog Service Desk Incident Management Problem Management Event Management Release & Deployment Mgmt. Financial Mgmt. Service Asset & Config. Mgmt. IT Service Continuity Mgmt. Access Management Information Security Mgmt. Availability & Capacity Mgmt. Automated Provisioning Requires Process Automation ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 8

9 In the Clouds.. Infrastructure As a Service (IaaS) Platform As a Service (PaaS) Software As a Service (SaaS) Where is the greatest risk? What level involves the greatest degree of trust in the provider? ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 9

10 IT Management Tool Strategy Customer Web Portal Resource & Project Portfolio Mgmt. Monitoring & Event Mgmt. Code & Doc. Mgmt. (DML) Provisioning Service Catalog Requests Fulfillment Service level Management KPI Dash Boards Workflow Management Incident Management Problem Management Change Management Release & Deployment Management Access Management Etc... Configuration Management (CMS) Federated Data Sources Reporting Billing & Financial Management ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 1 0

11 Industry Update Discussion Traditional Suites Peregrine / HP Remedy / BMC CA HP Maximo /IBM Tivoli ITIL OOTB Marval Assyst (Axios) iet Solutions FrontRange ITSM Infra / EMC/VMware Service-Now SD Tools FrontRange Heat BMC Magic Touchpaper Numera MRO / IBM Systems Mgmt. Microsoft Altiris / Symantec Troux Cendura / CA Marimba / BMC Relicore / Symantec Mercury / HP Blade Logic / BMC Opsware / HP S/W Release ITIL Service Mgmt. StackSafe CA Harvest/Endevor Serena IBM Rational ClearCase ERP\CRM SAP PeopleSoft / Oracle Siebel / Oracle AMDOCS Catalogue Digital Fuel NewScale Oblicore Portfolio Compuware Centennial / FrontRange Mercury / HP Niku Clarity / CA Planview ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 11

12 Pink Online Products PinkVERIFY ITSM Tool Verification (14 processes) PinkATLAS Online ITSM Knowledge Base PinkSCAN Operational (Maturity) Assessment (14 processes) PinkREADY Organizational Readiness Assessment PinkONLINE Education Self-Paced Online Instructor-Led Online ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 12

13 ITIL Process Automation Considerations Important Concepts To Keep In Mind For Process Automation! Pink Elephant Leading The Way In IT Management Best Practices

14 Service Management Record Linking Incident SLM P E O P L E Problem Change Release CMDB ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 14

15 Automating Critical Policy Documents Prioritization Scheme Impact Indicators Urgency Indicators Categorization System Assignment and Support Model Escalation and Notification Models Configuration Data Model Change Authorization Model Knowledge qualification and approval model Etc. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 15

16 Service & Technology Categorization Hardware Desktop - Monitor Office Automation Desktop Services - Mobile User Describes infrastructure and products Not departmental/role based Multiple process requirements Grouping for management information Supports trending and analysis Drives automation Process for management of the categorization system ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 16

17 Record Classification ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 17

18 Process & Tool Integration Project Operations Release Change Procurement Support The CMDB can either house or provide links to source code as well as key documentation and information CIs Incident Problem Service Continuity Procedures DML Source Code DML Documentation Repository ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 18

19 Tool Governance Questions Is there a defined enterprise IT tool strategy and architecture model? Is there any function or group in your organization that has a mandate to create and govern an enterprise tool strategy? Do you have a group in your organization that manages and supports IT tools that are used by IT functions across your organization? Are IT management tools budgeted for and purchased at a domain / departmental level, but are required to fit within a predefined enterprise strategy? ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 19

20 Appendix: Examples of Mergers & Acquisitions Pink Elephant Leading The Way In IT Management Best Practices

21 Industry Acquisition & Integration BMC Marimba Provisioning & Configuration Management Viatil IT Service Management Magic IT Service Desk Identify AppSight Application Problem Resolution Open Network Web Security/SSO Calendra Web Identity Management ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 21

22 Industry Acquisition & Integration CA Niku Clarity Portfolio Management CyberMation Job Scheduling Netegrity Security Management Wily Transaction Monitoring Control F1 Automated User Solutions Concord Network Management Cendura Service Dependency Mapping ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 22

23 Industry Acquisition & Integration HP Peregrine Inventory & Asset Management Trustgenix Identity Management Novadigm Automated System Configuration Mgmt AppIQ Storage Management Mercury Vertical Solutions Service Support Apps Appilog Discovery & Service Mapping Kintana Demand Management Systinet SOA Performance Management ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 23

24 Industry Acquisition & Integration IBM Maximo (MR) Asset & Service Management Rational Software Applications Lifecycle Management Systemcorp Portfolio Management Collation Change Management Modeling & Automation iphrase Web Fulfillment & Support Portal Isogon Software Inventory & Usage Measurement ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 24

25 Industry Acquisition & Integration EMC Infra-Corp IT Service Management Smarts in Charge Discovery & Event Correlation nlayers CMDB Dependency Mapping Network Intelligence RSA Security Symantec Relicore Automated Discovery and Dynamic Change Management BindView Security Compliance Software Veritas Applications Performance Management Altiris Service & Network Management ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 25

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