"Service Lifecycle Management strategies for CIOs"

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1 "Service Lifecycle strategies for CIOs" Ralf Hart, Sales Manager CEE Europe FrontRange Solutions 10th December 2008

2 Agenda FrontRange Solutions The challenges the IT community faces What is the solution? Holistic approach Q&A

3 Corporate Facts Global presence with headquarters in Pleasanton, California WW operations including Australia, Canada, China, France, Germany, Switzerland, India, Italy, Latin America, Russia, South Africa, Spain, and UK 19 Years experience: Help Desk, Service, Client Lifecycle, Infrastructure, Voice, and CRM 15,000 Help Desk, Service and Infrastructure customers 130,000 CRM customers 700 employees Market Leading financial performance 23 consecutive quarters of revenue and earnings growth Unique balance between domestic and international businesses Aggressive R&D investment Strong leadership team

4 A Unique Global Presence HQ: Pleasanton, CA 700 Employees 200+ Engineers 130,000 Customers CRM 23 Consecutive quarters Earning and revenue growth 19 Years experience ITSM, CLM, Voice, CRM 17% Revenue invested in R&D 14,000 Customers Help Desk, Service, Infrastructure

5 A Unique Global Presence 50% of Fortune % of Fortune % of FTSE 100 Leading brands 400 Partners 80 vertical markets Partners/ Distributors in 40+ countries

6 Tier 1 Total Solution Vision Tier Solution Families Typical CIO Organization: Desktop Engineering Distributed Server Engineering Infrastructure Engineering & Ops Distributed Server Operations Mainframe Operations Application Development & Support Application Dev / Build / Project Mgmnt. Application Support Service Support CIO Service Desk / Incident Process Problem Process Security Vulnerability / Threat / IT Security Ops Business-IT / Finance & Ops Asset / IT Financial IT Risk and Compliance IT Architecture Architecture & Standards / Tech Planning Database Admin and Operations Scheduling Application Operations Change & Release Process Tier 3 Point Solutions Capacity Identity / User Administration / Access Network Operations & Engineering Event Mgmt / NOC Engineering Storage Operations & Engineering Event Mgmt / NOC Operations Application QA/Test Business- IT Liaison Application Infrastructure & Middleware Asset / Inventory Configuration Process Buying Center (Tier 1 / 2) Buyer Role Influencer Role Mainframe Engineering

7 Whatever might come only the support for business counts.cio is the business driver

8 Customer challenge Business drivers Regulatory/ Compliance Pressures Every change enforced through IT needs to be ITIL compliant Security-, License and Configuration compliance needs to be transparent Changes need to be fast, but still highly secure, reliable and auditable. High complexity in IT A wide range of different vendor products to manage Lack of interoperability between these IT systems Disjointed MI and Reporting Increasing costs Multiple point products lead to increased costs Constant pressure to do more with less Acquisition & Consolidation How to manage a broad range of applications & estates.

9 So what does Gartner have to say? Reference: Gartner Inc., Date: 27 August 2008/ID Number: G : Signs Indicate a Train Wreck Is Coming, Unless You Modernize IT Fund a modernization program. Most IT portfolios have grown up haphazardly throughout the years, mixing technologies, vendors and architectures that require increasing resources to manage. A modernization program works with the application strategy to drive the IT organization to achieve a desired state. Note that it is not just buying new computers. Modernization is about creating a moreflexible and dynamic IT environment. Put IT strategic planning at the heart of the CIO management agenda. IT management teams spend an inordinate amount of time in the annual budget cycle, but almost zero time on IT strategic planning.

10 Fit with the IT Process Maturity Model 3% LEVEL 0 Chaotic Ad hoc Undocumented Unpredictable Multiple help desks Minimal IT operations User call notification 40% LEVEL 1 Reactive Fight fires Inventory Desktop software distribution Initiate problem management process Alert and event management Measure component availability (up/down) 44% LEVEL 2 Proactive Analyze trends Set thresholds Predict problems Measure application availability Automate Mature problem, configuration, change, asset and performance mgmt. processes 12% LEVEL 3 Service IT as a service provider Define services, classes, pricing Understand costs Guarantee SLAs Measure and report service availability Integrate processes Capacity management 1% LEVEL 4 Value IT as a strategic business partner IT and business metric linkage IT/business collaboration improves business process Real-time infrastructure Business planning Manage IT as a Business Service and Account Service Delivery Process Engineering Operational Process Engineering Tool Leverage

11 The evolution of the consolidated service desk End Users From Help Desk. to Service Desk. to Service Incident Configuration Change Problem Mgmt IT Service Mgmt Availability Release Service Level Mgmt Mgmt Knowledge Mgmt Business Systems

12 IT matures and consolidates: infrastructure visibility software optimization change automation client lifecycle mgmt security IT Service Business Systems Incident Service Level Mgmt Configuration Change Problem Mgmt Mgmt Knowledge Availability Release Mgmt Mgmt Remote Policy Asset Policy-based Discovery OS Deployment Desktop Mgmt Support Endpoint Patch Software Mgmt Security Configuration Mgmt Infrastructure Network Monitoring End Users

13 .Service and Infrastructure converge End Users IT Service Infrastructure Holistic Service Lifecycle Business Systems

14 IT and business align: multi-channel access self service service catalog end user experience Web Phone / Vmail Voice Portal Communications / Self Service User Communications End Users IT Service Infrastructure Business Systems

15 ..IT transitions into a business service partner End Users User Communications IT Service Infrastructure Consolidated IT Business Systems

16 Consolidated IT Orchestration IT Service Manage Services and Requests Business-aligned Service ITIL-compatible modules Multi-channel user communication center Desired State CMDB Actual State Execution Client Lifecycle Automated Configuration Discovery Discovery and Asset Configuration Automation Policy based Software Configuration & Deployment Actual state discovery Software asset management & license compliance Endpoint security management

17 The complete Loop: Service and Automated Lifecycle Holistic Service Lifecycle Monitor Incident Service availability Proactive Monitoring & Respond (Improvements) Remote Knowledge & Level Problem Desktop Support IT Department Inventory Application OS& Deployment Patch Deployment Deploy & Confirm (Transition) Change Strategy RFC Strategy & Authorization Policy-based License Compliance Plan & Test Definitive Configuration Release Auto Discovery (Operations) Backup& Software Restoration Library

18 Holistic Service Lifecycle : Why achieve faster changes and 1st call remediation reduce number of escalated incidents. reduce workload and costs of infrastructure management improve end user satisfaction by decreasing remediation time increase transparency more detailed information about software and configuration of assets enables first line resolution and self service Patch distribution according to policy & process integration of lifecycle management and ITSM ensures that major changes are delivered within policy guidelines. provide full ITIL compliance for integrated ITSM provide a solution based on best practices Drive towards fully functioning Service Catalogue

19 Holistic Service Lifecycle How can it impact my organisation? IT Workplace provisioning/new Employee set up automatic OS installation via the Service Desk lowers Total Cost of ability to reinstall PCs from the Service Desk increases the service level application/ patch installation ability to deploy new applications/ patches from the Service Desk increases 1st call resolution rate ability to reinstall applications via the Service Desk reduces the need for escalation & increases customer service. asset discovery / license management integration inventory and SW-Usage integration leads to greater efficiency & economy. integration of license management reports enables license compliance

20 Holistic approach: How will it change my life? Better Focus on the needs of the business Better able to address the evolving IT consolidation and automation trends Being able to make business decisions based on the most reliable and up to date knowledge of the estate. Better Solutions The ability to address IT related business issues bases upon a single source of truth : Defined policies which ensure a consistent approach Reduction in unapproved changes Automation of tasks such as Employee Set up or Password Reset Software Asset and License management Remediation based on best practice Enhanced customer experience

21 Don t let the recession drive your company Thank you

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