Maximo ITSM Product Suite. Francois Marais

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1 Maximo ITSM Product Suite Francois Marais

2 What do we mean by Maximo Service & IT Asset Management (ITSM)?

3 MAXIMO and TIVOLI Traditional Maximo Service desk (ITSM) NOW! Tivoli Service Request Manager TSRM Maximo IT Asset Management NOW! Tivoli Asset Management for IT TAMIT Add On: Change Management Service Level Management Contract & Procurement Management Auto Discovery of Configuration Items (CI s) NEW! CCMDB

4 Maximo enables IT organizations to manage, on a unified platform, the critical IT business processes require to deliver the services at the appropriate cost Maximo A Unified Platform to align IT with the Business Goals Agreement Metrics Measurement Business Goals Alignment Commitments

5 Key Differentiators of TSRM &TAMIT Configuration Mgmt Service Catalog Robust configuration hierarchy Components and sub-assemblies Item Masters with specifications Acceptable alternates Executive Dashboards Native KPI graphs and KPI lists Graphical results lists Can drill into graphics for underlying data and histograms Situational awareness Delivers proper information to the right person, the way they need to see it A clearly defined catalog of Services Can associate and view associated Assets, Tickets, Changes, SLA s A foundation of the ITIL framework Business Oriented Approach Resource Mgmt, Scheduling, and Costing data are core elements Ability to tie expenses to a GL Account Purchasing & Receiving included & integrated Robust Contract Mgmt

6 Key Differentiators of TSRM & TAMIT Architecture Built on J2EE Standards SOA and Web Services for interfaces HTML for user interface XML for messages and configurations Business Process Mgmt Graphical Workflow & Escalation Design Custom Business Rules Support for process standardization with variation and revisioning. Integration Maximo Enterprise Adapter (MEA) Product Integrations to multiple ERP versions Standards based integration framework based integrations for rapid assimilation to Network Management Systems and other IT infrastructure tools Maximo Fusion Out of the box adapters to leading auto discovery tools Unified Platform Complete IT Service Management Solution Only system with the ability to draw a circle around ALL your assets and connect them through a unique service management approach

7 Maximo ITIL Compliance Service Request Incident Problem Change Release Configuration Work Log Communications Incidents Global Issue Failure Reporting Problems Know Errors Solutions Changes Job Plans Releases Dependency Projects CI s Relationships Item Master Systems CMDB

8 Self Service Access to solutions for quick identification of possible resolutions before requesting service Overlying principle help the requester help themselves thereby raising the level of service provided to the customer Submit SR Review and add to existing SR s Search Solutions for self help Single point of contact and reference with the Service Providers Activities Search Solutions / FAQ and request service Status and updates via Interacts with Incident and Change Management (underpinned by SLA)

9 Incident Management Restore Service As Quickly As Possible Easily capture and classify issues with a consistent process to Promote and resolve new tickets (investigation/diagnosis) Process incident for all IT resources with common or critical impacts to resolve deviation from expected behavior (business service impact) Activities View New Incidents Work View Quick Entry auto-fill, templates Time tracking / Promotion & Relation of tickets Easily Accessible and Configuration Communication Templates Interactive Workflow Interaction with Problem and Change Management (underpinned by SLA) Visibility of CI (Authorized/Deployed and Reconciliation results)

10 Problem Management Find the root cause, prevent tickets Prioritize processing for appropriate use of resources by proactively identify and resolve problems (problem and error control) Classify and document workaround/resolution (global issues) Activities Escalate or promotion of incidents (directly or based on trending analysis) Promote to change as indicated by known error solution Interacts with Change and Release Management (underpinned by SLA) Visibility of CI (Authorized/Deployed and Reconciliation results) Access to IT asset details/processes (user/location information, IMAC, Contracts, Procurement), and work order management (skills, labor, tools, materials)

11 Change Management Plan and control implementations Standardize and increase velocity of changes (decreasing the detrimental impact). It is about a controlled and understood process that includes 1 or many stages of planned modifications to the IT infrastructure inline with the supporting business goals Activities Overall view of tasks and resources identify, assess and classify RFC Affected organizations/locations/ci s planning and scheduling Approvals and asset updates implementation reviews Interacts with Incident (underpinned by SLA) Visibility of CI (Authorized/Deployed and Reconciliation results) Access to IT asset details/processes (user/location information, IMAC, Contracts, Procurement), and work order management (skills, labor, tools, materials)

12 Release Management Manage hardware and software roll-outs Management of authorized versions or configuration of assets into a production environment Activities Identify and Classify Releases and dependencies (hierarchical) Planning and Scheduling of Rollout Manage and control the release cycle through workflow and the update of the CMDB Release policies Release design Build procedures Files for release Interacts with Hierarchical interacts with Change and Incident Management (underpinned by SLA) Visibility of CI (Authorized/Deployed and Reconciliation results)

13 Configuration Management Maintain the operational and configuration state of the IT infrastructure Management of the authorized and deployed aspects of IT infrastructure elements, both from the CI and the Asset disciplines Activities Control and Planning Verification and Auditing Maintenance and Status Cost Control License management Use and Service Support Interacts with All processes

14 One more key concept ITIL does not include the words ASSET MANAGEMENT IT people focus on Configuration Items (CI s) that are stored in the Configuration Management Database (CMDB). Think Rotating Asset an Asset that has a profile with standard attributes. Not consumables (spare parts). ITIL Definitions CI: Component of an infrastructure, that is under the control of Configuration Management. CI s may vary widely in complexity, size and type, from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component. CMDB: A database that contains all relevant details of each CI and details of the important relationships between CI s.

15 How do we define corporate IT assets? PHYSICAL Hardware information Software information Location, user, cost center FINANCIAL Purchase price Vendor Depreciation and tax information CONTRACTUAL Lease terms Warranty information Software license terms IT asset management is the cohesive merging of the physical, financial and contractual attributes of IT assets to: Manage assets cost-effectively Minimize liability and risk associated with the assets Facilitate effective planning and budgeting16

16 IT Asset Management Lifecycle Contract Terms & Conditions Notifications Software Contracts License Compliance Budgets ** Purchase/Lease Cost Tracking Work/Service Cost Tracking Usage Accounting Total Cost of Ownership** Contract Mgmt Financial Mgmt Asset Mgmt Maximo IT Asset Management Asset tracking Installs, moves, adds, changes Reconciliation/Audit Extend IT AM beyond computing resources (data center facilities, power, etc.) Procurement Asset Discovery Procure based on standards Create and route purchase orders Use catalogs Integrate with ERP systems Desktop Discovery Server Discovery z Platform Discovery Software License Usage Deep Network Device Discovery Storage Device Discovery CMDB Support service desk with asset configuration data Service Impact Management Service Mgmt Work Mgmt Work planning and scheduling Skills, labor, and inventory management Service plans and cost management ** plan line item

17 Procurement Management Procurement Management End-user self service applications Primary functions include: Request For Quotations (RFQ s) Purchase requests Purchase orders Asset receiving and registration Purchase catalogs Invoices Terms and conditions templates Supports e-business transactions (with optional E- commerce Adaptor)

18 Contracts Management Contract Management Primary functions include: Master Contracts Purchase agreements Lease/rental agreements Software contracts Warranty contracts Labor contracts Payment schedules Terms and conditions templates Unified with ITSM and ITAM life cycle management functionality

19 Inventory Management Primary functions include: Inventory Management Item Masters Service Items Stocked Tools Issues and transfers Stockrooms Inventory levels of assets and items Support Asset receiving (from procurement) Support Items and Assets cost distributions (for financial management) Support asset replenish processes

20 SLA s Primary Functionality Supports management of Service Catalogs SLA Management What Services are being provided? What assets make up and/or are targeted by the Service? Service Level Agreements (SLAs) What are the Commitments that are in place with the Customer (internal or external)? What processes should be monitored and what preventive countermeasure escalations are associated? How do SLAs relate to one another? What is my performance related to SLA compliance? SLAs can be applied to any record in TSRM Unified with all service processes and TAMIT Leverages MXES escalation, notification, and workflow engines Proactive monitoring of business commitments via KPI s

21 Service Level Management SLA application use encapsulate the business goals as they apply to the IT infrastructure, to ensure that critical business services are maintained and improved over the duration of these agreements. SLA must be: Reasonable Appropriate Measurable Achievable And incremental

22 CMDB CMDB itsmf defines CMDB: All detail and relationship information about Configuration Items (CI s) should be held in a single place. This single repository of information will be accessed across the Service Management processes and is a major driver of consistency between the processes By definition, the TSRM Database is IBM s CMDB. All ITSM processes (as well as TAMIT and Work Order Management processes) access the same and only repository in the TSRM & TAMIT suite Also by definition, TAMIT manages all CI definitions and their relationships in the Maximo Database

23 CMDB CMDB All asset details Users, custodian, location, relationships, manufacturer Contracts Software contracts Hardware leases & warranties Procurement details and annual costs Service history IMAC Downtime/Availability Etc

24 Knowledge base Identification, Assessment and Authorization Classify Solutions (FAQ, Known error, work-round, solution, knowledge) Maintenance of knowledge through the use of workflow Ties to other processes: - All processes are tied into Knowledge

25 Availability Management No specific Availability Application (out of the box) Meters used to record specific Availability measures, such as downtime. KPIs used to calculate service level Availability metrics Escalations and Workflow used to monitor and proactively notify

26 Configuration Screen Configuration Personalization Start Center KPIs Multi-language on one MXES instance! Business Process Configuration Database Configuration

27 Business Process Automation Workflow and monitor any Maximo object Escalate Route Monitor and escalate any condition Process workflow Multi-level approvals Interact Context-based interactions Input driven screens

28 Integration Maximo Enterprise Adapter Integrate any Maximo object Dynamic Web services Pre-built integration points Assets, Locations, Work Orders, Service Requests Pre-built integrations to SAP and Oracle Maximo Fusion now IBM Composer Integrate Asset Center with any IT asset discovery tools Pre-built integrations to: SMS, Altiris, Radia, Tivoli

29 Drag-n-Drop Workflow Designer

30 Object Definitions easily modified

31 Easy to use Application Designer

32 Tivoli Service & Asset Enterprise Suite The Business: (Missions, Goals, Customers, Users) Service Management Service Catalog Self Service Service Desk SLA s OLA s Service Request Work Mgmt Incident Reporting and Governance Procurement PR s, PO s RFQ s Invoices Receipts Materials Mgmt Inventory Thresholds Tools Storerooms Conditions Contract Mgmt Safety Problem Change Cost Planning & Scheduling Resource Management Preventative Maintenance Leases Warranties Purchase Labor Master Hazards Precautions Plans Work Orders Activities Job Plans Work Log Communications CMDB Incidents Global Issue Failure Reporting Problems Know Errors Solutions Changes Job Plans Release Releases Dependency Projects Configuration CI s Relationships Item Master Systems Production Assets Facility Assets Transportation Assets IT Assets Asset Management

33 Questions?

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