Process Automation Tools and Strategies for Implementing Incident Management
|
|
- Hubert McCoy
- 8 years ago
- Views:
Transcription
1 Process Automation Tools and Strategies for Implementing Incident Management Rapid-Time-To-Value, Reduced Costs, Ongoing Compliance and More Orchestrate, Integrate, and Automate IT Processes With Opalis Denise Jackson, ITSM
2 Introduction Denise Jackson Director of Services, Opalis 22 Years of IT Experience Field, NOC, SOC, Data Center, Service Desk 6 Years Implementing ITIL Incident, Problem, Change in Global managed services 36 customers Certified ITSM, MCSE
3 Why is Incident Management Tough? People, Process, Technology People Process Finding Skills Training Motivation/Attrition Human Error Documentation Audit Cross Silo Consistency/OLA Quality Standardization/Re-Use Responsive to Business Technology Implementation Integration (Compatibility, Cost) Ongoing Maintenance ITIL V3 Operations
4 ITIL V3 Strategies Implementing Incident Management Garner Management Buy-In (Focus on Business Impact and ROI) Get Out of the Trees when Analyzing Process Wait to Rip and Replace Design for Modularization and Re-use Automate Redundant Tasks Ensure Quality Data to Prove Results Communicate Success to Reduce Pushback
5 Implementing Incident Management The Opalis Strategy for Success 1. Identify Priority Workflows (3-5) 2. Re-Design Workflow for Required Outcome 3. Integrate Tools with Opalis 4. Orchestrate across Silo/Dept. with Opalis 5. Automate Defined Steps with Opalis 6. Measure and Communicate Success 7. Expand
6 Opalis Overview Company HQ in Toronto, and sales offices in the Americas, EMEA and Asia Product The leading provider of enterprise level IT process automation software (Run Book Automation) Customer Traction Proven customer success with hundreds of enterprise customers worldwide since 1999
7 Without Opalis Manual cross-silo IT processes Virtual Server 5 Restore Backup Update and close ticket 8 Create ticket to restore VM 2 Service Desk 5 departments 3-4 hours Software Deployment 4 Configure new VM Update to SMS collection & run 6 3 Query CMDB for VM config details Application server down 1 Close event - resolved 7 Asset/CMDB Event Monitor
8 With Opalis Automated cross-silo IT processes Service Desk 5 Staff 0 Staff 3-6 hours 3 minutes Virtual Server Software Deployment Asset/CMDB Event Monitor
9 Opalis IT Process Integration Orchestrate, Integrate, Automate IT Processes Using Existing IT Management Tools No Loss of Previous Investments
10 Customer Savings When Using Opalis Customer Business Challenge Without Opalis With Opalis Estimated Savings Time-to-acknowledge and response to customer outages on 200 servers (9 processes) 25 min 1 min $ 2.5M/year Time-to-onboard new employees through Active Directory (1 process) 45 min 3 staff 2 min 0 staff $ 450k/year (60 requests) Time-to-run 100 maintenance and inventory processes across 2,000 stores 60 min Per store 1 staff 5 min per store O staff $ 150k Prevented on-site staff ($15M) Time-to-fulfill service requests for new virtual servers (1 process) 120 min 2 staff 2 min 0 staff $ 280k/year
11 Opalis Supports Moving Up The Maturity Model IT Efficiency Level 1 Reactive ELEMENT MGMT Control Manage install, config & maintenance of IT Diagnose/Remediate Apply workarounds React to Incidents Reactive Change Task-based processes Backup Maintenance Scheduled tasks Individual Security Asset tracking Expertise by individual Reactive incident response Performance, availability Level 2 Proactive OPERATIONS MGMT Efficiency Inventory maintenance Event monitoring Fault management Incident remediation Change execution Root cause correlation Documentation Siloed processes Server consolidation Data consolidation Image management Virtualization Help Desk response Managed change silo Group Security CMDB Structure - silo Business Enablement Level 3 Service SERVICE MGMT Alignment Monitor/Report on SLA compliance Silos invisible to end users IT generated errors Current toolset integration Related CI visibility Cross-silo processes ITIL/Six Sigma ISO/SOX Audit Security Audit Mature Incident/Change CMDB Maturity Disaster Recovery Response time, business continuity Optimization, service levels Compliance Level 4 Value BUSINESS MGMT Enablement Map IT to business Growth, agility Opalis provides automation at every level of maturity Business service views Financial benefit analysis Customer SAT impact Accurate forecasting Business driven change Financial impact correlation SOA integration Business process Business service mgmt Strategic Alignment Business Continuity Business goal State Mgmt condition IT focus Process IT goal
12 Opalis Solutions for ITIL and More Can Be Applied to Many IT and Business Projects Disaster Recovery Virtualization Security ITIL/ITSM Consolidation Provisioning Test/Restore Backup Storage mgmt Orchestrate failover routine Disaster recovery testing Diagnostics/Re mediation Orchestrate server provisioning Decommission expired servers Automate backup routines Determine rootcause of incidents Reset passwords On-board users Off-board users Coordinate event remediation Orchestrate patch/software deployment Enforce compliance Incident life cycle Application of Work Around Problem diagnostics Fault remediation Change management life-cycle Federated CMDB Configuration compliance Orchestrate data consolidation Integrate systems with service desks Federate CMDB data Bi-directional sync of event/ticket systems Orchestrate server provisioning Update asset mgmt with server attributes Initiate server deployment from service desks Orchestrate compliance steps on server audits
13 Opalis Orchestration Benefits People, Process, Technology People Process Skills Training Human Error Attrition Motivation Documentation/Audit Cross Silo Consistency/OLA Quality Re-use Responsive to Busines Technology Tools Integration (Compatibility, Cost) Professional Services Maintenance ITIL V3 Operations
14 Opalis What are the IT challenges you are facing?
15 The Opalis Difference Questions????
Tribal Triple Play. Compliance Solutions
Tribal Triple Play Compliance Solutions Tribal Triple Play Service Automation Solutions Compliance Solutions IT Services Management Agenda World of Compliance Is Compliance Relevant to Me? How To Simply
More informationGETTING ITIL DONE WITH IT PROCESS AUTOMATION
OPALIS USER GUIDE IT process automation is all about orchestrating the infrastructure to support the needs of the business with the efficiencies gained through automation. David Williams, Gartner, BTQ
More informationMoving beyond Virtualization as you make your Cloud journey. David Angradi
Moving beyond Virtualization as you make your Cloud journey David Angradi Today, there is a six (6) week SLA for VM provisioning it s easy to provision a VM, the other elements change storage, network
More informationITSMF UK. 150 Wharfdale Road, Winnersh Triangle, Wokingham, RG415RB, United Kingdom. Tel: +44 (0) 118 918 6500 Fax: +44 (0) 118 969 9749
ITSMF UK 150 Wharfdale Road, Winnersh Triangle, Wokingham, RG415RB, United Kingdom Tel: +44 (0) 118 918 6500 Fax: +44 (0) 118 969 9749 Lance Mitchell Allen Systems Group ITSM and the Cloud Are cloud implementations
More informationCMDB Essential to Service Management Strategy. All rights reserved 2007
CMDB: Essential to the Service Management strategy Business Proposition: This white paper describes how the CMDB is an essential component of the IT Service Management Strategy, and why the FrontRange
More informationCreating a Service-Oriented IT Organization through ITIL
Creating a Service-Oriented IT Organization through ITIL Glenn O Donnell EMC Corporation 1 Creating a Service-Oriented IT Organization through ITIL What is ITIL and Why is it So Popular? ITIL s Impact
More informationThe Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence
How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................
More informationWhite Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business.
White Paper: AlfaPeople ITSM 2013 This whitepaper discusses how ITIL 3.0 can benefit your business. Executive Summary Imagine trying to run a manufacturing business without a comprehensive and detailed
More informationITIL's IT Service Lifecycle - The Five New Silos of IT
The workable, practical guide to Do IT Yourself Vol. 4.01 January 1, 2008 ITIL's IT Service Lifecycle - The Five New Silos of IT By Rick Lemieux In my last article I spoke about IT s evolution from its
More informationProject Management and ITIL Transitions
Project Management and ITIL Transitions April 30 th 2012 Linda Budiman Director CSC 1 Agenda Thought Leadership: Linda Budiman What is ITIL & Project Management: Applied to Transitions Challenges & Successes:
More informationCopyright 11/1/2010 BMC Software, Inc 1
Copyright 11/1/2010 BMC Software, Inc 1 Copyright 11/1/2010 BMC Software, Inc 2 Copyright 11/1/2010 BMC Software, Inc 3 The current state of IT Service How we work today! INCIDENT SERVICE LEVEL DATA SERVICE
More informationITSM Reporting Services. Enterprise Service Management. Monthly Metric Report
ITSM Reporting Services Monthly Metric Report October 2011 Contents Introduction 3 Background 3 Purpose 3 Scope 3 AI6 Manage Change 4 Number of Changes Logged 4 Number of Emergency Changes Logged 4 Percentage
More informationA Federated Approach to Systems Management. Sr. Product Specialist Systems Engineer
A Federated Approach to Systems Todd Nugent Mike Huffstatler Sr. Product Specialist Systems Engineer The Absolute Product Portfolio Cross Platform Provides policy driven management of cross platform devices.
More informationClosed Loop Incident Process
Closed Loop Incident Process From fault detection to closure Andreas Gutzwiller Presales Consultant, Hewlett-Packard (Schweiz) HP Software and Solutions 2010 Hewlett-Packard Development Company, L.P. The
More information- Cameron Haight, Gartner
1 Today, there is a six (6) week SLA for VM provisioning it s easy to provision a VM, the other elements change storage, network and other infrastructure components still take the same ole effort - Cameron
More informationEnterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid clouds.
ENTERPRISE MONITORING & LIFECYCLE MANAGEMENT Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid
More informationBusiness white paper. Top ten reasons to automate your IT processes
Business white paper Top ten reasons to automate your IT processes Table of contents 4 Data center management trends and tools 4 Today s challenge 4 What is next? 5 Automating the remediation of incidents
More information"Service Lifecycle Management strategies for CIOs"
"Service Lifecycle strategies for CIOs" Ralf Hart, Sales Manager CEE Europe FrontRange Solutions 10th December 2008 Agenda FrontRange Solutions The challenges the IT community faces What is the solution?
More informationService Automation to implement and operate your Cloud initiatives
Service Automation to implement and operate your Cloud initiatives Pierre AESCHLIMANN Principal Solution Consultant (EMEA Global Accounts) BMC Software ! Request, change, and support business services!
More informationISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor
ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor Introduction Andy Evans 7 years with the Global Brand Leader in IT Service Management
More informationITSM 101. Patrick Connelly and Sandeep Narang. Gartner. www.it.ufl.edu
ITSM 101 Patrick Connelly and Sandeep Narang Gartner 1 IT Service Management 101 Agenda What is IT Service Management? Why is IT Service Management Important? Speaking a Common Language: Overview of Key
More informationWilhelmenia Ravenell IT Manager Eli Lilly and Company
Wilhelmenia Ravenell IT Manager Eli Lilly and Company Agenda Introductions The Service Management Framework Keys of a successful Service management transformation Why transform? ROI and the customer experience
More informationBusiness Service Management Cyril Gobrecht Business Solutions Manager Halim Belkhatir Regional Manager. 17 December 2008
Business Service Management Cyril Gobrecht Business Solutions Manager Halim Belkhatir Regional Manager 17 December 2008 1/12/2009 A unique offering to achieve BSM BSM from BMC is a comprehensive approach
More informationORACLE IT SERVICE MANAGEMENT SUITE
ORACLE IT SERVICE MANAGEMENT SUITE ITIL COMPATIBLE PINKVERIFY ORACLE IT SERVICE MANAGEMENT SUITE HAS BEEN CERTIFIED BY PINK ELEPHANT THROUGH THE PINKVERIFY PROCESS TO BE ITIL COMPATIBLE IN SIX PROCESS
More informationVistara Lifecycle Management
Vistara Lifecycle Management Solution Brief Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid
More informationROUTES TO VALUE. Business Service Management: How fast can you get there?
ROUTES TO VALUE Business Service : How fast can you get there? BMC Software helps you achieve business value quickly Each Route to Value offers a straightforward entry point to BSM; a way to quickly synchronize
More informationPosition Description
Position Description Position Title: Group/Division/Team: WebCenter / UCM Technical Support Business Technology Services Group / IT Operations Division Date: December 2011 Reports To: Roles Reporting To
More informationAPPENDIX 2A.1 TO SCHEDULE 2A Revision 1
ATTACHMENT E APPENDIX 2A.1 TO SCHEDULE 2A Revision 1 IT SERVICE MANAGEMENT AND LIFE CYCLE MANAGEMENT TOOLS for COUNTY This is Appendix 2A.1 (IT Service Management and Life Cycle Services Tools) to the
More informationIntroduction to ITIL: A Framework for IT Service Management
Introduction to ITIL: A Framework for IT Service Management D O N N A J A C O B S, M B A I T S E N I O R D I R E C T O R C O M P U T E R O P E R A T I O N S I N F O R M A T I O N S Y S T E M S A N D C
More informationRelease & Deployment Management
1. Does the tool facilitate the management of the full lifecycle of Release and Deployment Management? For example, planning, building, testing, quality assurance, scheduling and deployment? Comments:
More informationThe Importance of Information Delivery in IT Operations
The Importance of Information Delivery in IT Operations David Williams Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from
More informationProblem Management: A CA Service Management Process Map
TECHNOLOGY BRIEF: PROBLEM MANAGEMENT Problem : A CA Service Process Map MARCH 2009 Randal Locke DIRECTOR, TECHNICAL SALES ITIL SERVICE MANAGER Table of Contents Executive Summary 1 SECTION 1: CHALLENGE
More informationSimplify and Automate IT
Simplify and Automate IT The current state of IT INCIDENT SERVICE LEVEL DATA SERVICE REQUEST ASSET RELEASE CONFIGURATION GOVERNANCE AND COMPLIANCE EVENT AND IMPACT ENTERPRISE SCHEDULING DASHBOARDS CAPACITY
More informationFocus on ITIL The importance linking business management with a CMS and process management
Focus on ITIL The importance linking business management with a CMS and process management Accenture, its logo, and High Performance Delivered are trademarks of Accenture. The Challenge What do you deliver?
More informationCisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service
Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service Cisco TelePresence Select Operate allows customers to make full use of the benefits of the Cisco TelePresence solution,
More informationSummit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits
Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project
More informationBMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER
BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER Table of Contents Introduction................................................... 1»» BMC Remedy Service Desk Overview
More informationW H I T E P A P E R A u t o m a t i n g D a t a c e n t e r M a nagement: Consolidating Physical and Virtualized Infrastructures
W H I T E P A P E R A u t o m a t i n g D a t a c e n t e r M a nagement: Consolidating Physical and Virtualized Infrastructures Sponsored by: HP Stephen Elliot April 2008 IDC OPINION Global Headquarters:
More informationProblem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies
Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview Agenda Overview of the ITIL framework Overview of Problem Management
More informationDCIM Software and IT Service Management - Perfect Together
DCIM Software and IT Service Management - Perfect Together A White Paper from Raritan 2014 Raritan Inc Overview Information Technology is so fundamental to every business today that every organization
More informationHP Service Manager software
HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service
More informationConfiguration Management Why we should care! Anne-Rose Suriel Senior Systems Engineer
Configuration Management Why we should care! Anne-Rose Suriel Senior Systems Engineer Agenda 1. Introduction to Configuration Management 2. Importance of Configuration Management 3. Should we care? 4.
More informationDCIM Software and IT Service Management - Perfect Together DCIM: The Physical Heart of ITSM
1 Overview Information Technology is so fundamental to every business today that every organization needs to establish formal processes to ensure that IT services are continually aligned to the business,
More informationRelease and Deployment Management Software
( Bron: ITG, Integration Technologies Group; zie ook blz 13) (Service Transition) Release and Deployment Management Software 1. Does the tool facilitate the management of the full lifecycle of Release
More informationTaking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER
Taking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER Table of Contents Executive Summary...1 The Service Desk Evolves...2 What s Next?...2 Enabling Innovations...3 > Configuration Management
More informationDelivering Quality Service with IBM Service Management
Delivering Quality Service with IBM Service Milos Nikolic, Global Technology Services Manager Dragan Jeremic, Technical Sales Specialist for Tivoli December 10th 2008 Innovation is the Process, Success
More informationTecknodreams Software Consulting Pvt. Ltd. Managing IT Services in an Insurance Company
Tecknodreams Software Consulting Pvt. Ltd. Managing IT Services in an Insurance Company Company Profile This Insurance Company is a specialist in Health Insurance and provides quality service at the best
More informationFree ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 1 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1. What is the main reason
More informationCloud Services Catalog with Epsilon
Cloud Services Catalog with Epsilon Modern IT enterprises face several challenges while building a service catalog for their data center. Provisioning with a cloud management platform solves some of these
More informationITIL and Altiris ServiceDesk. Joseph Carson, Sr. Product Manager October 21, 2009
ITIL and Altiris ServiceDesk Joseph Carson, Sr. Product Manager October 21, 2009 Agenda Altiris Portfolio Overview IT Lifecycle Management Service Framework Establish the Face of IT to the Business Automate
More informationApplying ITIL v3 Best Practices
white paper Applying ITIL v3 Best Practices to improve IT processes Rocket bluezone.rocketsoftware.com Applying ITIL v. 3 Best Practices to Improve IT Processes A White Paper by Rocket Software Version
More informationAutomating ITIL v3 Event Management with IT Process Automation: Improving Quality while Reducing Expense
Automating ITIL v3 Event Management with IT Process Automation: Improving Quality while Reducing Expense An ENTERPRISE MANAGEMENT ASSOCIATES (EMA ) White Paper Prepared for NetIQ November 2008 IT Management
More informationAuxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1
Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the
More informationIT Service Management with System Center Service Manager
Course 10965B: IT Service Management with System Center Service Manager Course Details Course Outline Module 1: Service Management Overview Effective IT Service Management includes process driven methodologies
More informationProven deployments across different Industry verticals; Being used by leading brands
What is SapphireIMS? Comprehensive IT Service Management Suite consisting of IT Service desk certified as per ITIL 3.0 (ITSM) IT Asset management (ITAM) Business Service Monitoring (BSM) IT Automation
More informationcan you improve service quality and availability while optimizing operations on VCE Vblock Systems?
SOLUTION BRIEF Service Assurance Solutions from CA Technologies for VCE Vblock Systems can you improve service quality and availability while optimizing operations on VCE Vblock Systems? agility made possible
More informationITSM Maturity Model. 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident management process exists
Incident ITSM Maturity Model 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident process exists Incident policies governing incident Incident urgency, impact and priority
More informationEmpower Human Ingenuity IT Process Automation Buying Guide
Empower Human Ingenuity IT Process Buying Guide IT Process solutions can be the singlemost impacting software in recent history to free up resources, eliminate human error and ensure compliance. Copyright
More informationMicrosoft Private Cloud
Microsoft Private Cloud Lorenz Wolf, Solution Specialist Datacenter, Microsoft SoftwareOne @ Au Premier Zürich - 22.03.2011 What is PRIVATE CLOUD Private Public Public Cloud Private Cloud shared resources.
More informationService Asset & Configuration Management PinkVERIFY
-11-G-001 General Criteria Does the tool use ITIL 2011 Edition process terms and align to ITIL 2011 Edition workflows and process integrations? -11-G-002 Does the tool have security controls in place to
More informationNetwork Management Reference Architecture
Network Reference Architecture All contents are Copyright 1992-2007 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 1 of 25 Abstract Information and Communication
More informationBusiness Service Management
Business Service Management» Solutions and services overview HIGH-QUALITY SOLUTIONS »H ow to plug service visibility gaps Using service visibility to make smart decisions Application quality assurance
More informationManaging IT Using the Summit Platform
White Paper Managing IT Using the Summit Platform SUMMUS Software 1 Introduction Midsize and enterprise organizations worldwide are faced with increasingly tough challenges. Many are asking their IT organizations
More informationCA Service Desk Manager
PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES
More informationBMC and ITIL: Continuing IT Service Evolution. Why adopting ITIL processes today can save your tomorrow
BMC and ITIL: Continuing IT Service Evolution Why adopting ITIL processes today can save your tomorrow What does it mean to adopt ITIL? Implementing ITIL? Don t. That s outdated thinking. Today s successful
More informationSimplify and Automate IT
Simplify and Automate IT Expectations have never been higher Reduce IT Costs 30% increase in staff efficiency Reduce support costs by 25% Improve Quality of Service Reduce downtime by 75% 70% faster MTTR
More informationWhich statement about Emergency Change Advisory Board (ECAB) is CORRECT?
ITIL Foundation mock exam 4 1. Which of the following is NOT a purpose of Service Transition? A) To ensure that a service can be managed, operated and supported B) To provide training and certification
More informationThree simple steps to effective service catalog and request management
Three simple steps to effective service catalog and request management Prepare for cloud initiatives and get incremental ROI with self service catalog and request management Business white paper Executive
More informationSOLUTION WHITE PAPER. BMC Manages the Full Service Stack on Secure Multi-tenant Architecture
SOLUTION WHITE PAPER BMC Manages the Full Service Stack on Secure Multi-tenant Architecture Table of Contents Introduction................................................... 1 Secure Multi-tenancy Architecture...................................
More informationASSET Connect. The next level in Critical Environment Operational Efficiency
Connect The next level in Critical Environment Operational Efficiency 10-30% is the potential efficiency gain from optimized Data Centers and Critical Environments Operational Efficiency of Your Critical
More informationTecknodreams Software Consulting Pvt. Ltd. Leading Hospital Chain uses SapphireIMS for Service and Operations Management
Tecknodreams Software Consulting Pvt. Ltd. Leading Hospital Chain uses SapphireIMS for Service and Operations Management Company Profile This is a case study of a leading hospital chain having hospitals
More informationITIL A guide to service asset and configuration management
ITIL A guide to service asset and configuration management The goal of service asset and configuration management The goals of configuration management are to: Support many of the ITIL processes by providing
More informationMaximo ITSM Product Suite. Francois Marais
Maximo ITSM Product Suite Francois Marais What do we mean by Maximo Service & IT Asset Management (ITSM)? MAXIMO and TIVOLI Traditional Maximo Service desk (ITSM) NOW! Tivoli Service Request Manager TSRM
More information7 Practical insights for IT Asset Management
7 Practical insights for IT Asset Management Tauneel McKay Director Swiss Reinsurance Company Ltd Subbarao Chaganty Principal Consultant Infosys Ltd RELATE MANAGE.. Context KNOW. Consolidate the IT Asset
More informationTime to Move Away From Fragmented IT Management. Click to edit Master title style
Time to Move Away From Fragmented IT Management Click to edit Master title style ManageEngine At a Glance Established in 2002 as part of privately held Zoho Corporation ZOHO Corp 750 employees, R&D in
More informationITIL V3 for Small and Medium Business. Michael O Mara IBM Service Management Executive Tivoli Asia Pacific
ITIL V3 for Small and Medium Business Michael O Mara IBM Service Management Executive Tivoli Asia Pacific The current situation at an SMB client in the ASEAN region There is no integrated process framework
More informationMaximo and ITIL Business Case Scenario
Maximo and ITIL Business Case Scenario Bill Adamson, Maximo ITSM Consultant-CEMASS IBM January 2008 Asset & Management Solutions Broad, best-in-class capabilities for managing the critical assets that
More informationService Management Foundation
Management Foundation From Best Practice to Implementation 2008 IBM Corporation Agenda Management Foundation: - Fundamental building blocks for successful Management - ITIL v3: What s new in Operations
More informationService Offerings. Ensuring IT Resources are available, reliable, scalable & manageable always.
Service Offerings Ensuring IT Resources are available, reliable, scalable & manageable always. SNICare has divided its end-to-end offering into three main segments which covers all the aspects of the IT
More informationDynamic Service Desk. Unified IT Management. Solution Overview
I T S E R V I C E + I T A S S E T M A N A G E M E N T INFRASTRUCTURE MANAGEMENT Dynamic Service Desk Unified IT Management Achieving business and IT alignment requires having insight into hardware and
More informationProblem Management. Contents. Introduction
Problem Management Contents Introduction Overview Goal of Problem Management Components of Problem Management Challenges to Effective Problem Management Difference between Problem and Incident Management
More informationPublished April 2010. Executive Summary
Effective Incident, Problem, and Change Management Integrating People, Process, and Technology in the Datacenter Published April 2010 Executive Summary Information technology (IT) organizations today must
More informationHow To Integrate Legacy Management With Distributed Systems
OVERVIEW Adoption of IT Infrastructure Library (ITIL) best practices has grown dramatically in the last decade. These best practices provide a framework to integrate business processes and supporting technology,
More informationClarity Assurance allows operators to monitor and manage the availability and quality of their network and services
Clarity Assurance allows operators to monitor and manage the availability and quality of their network and services clarity.com The only way we can offer World Class Infocomm service is through total automation
More informationThree simple steps to effective service catalog and request management
Three simple steps to effective service catalog and request management Prepare for cloud initiatives and get incremental ROI with self service catalog and request management Business white paper Executive
More informationManaging Cloud Infrastructure
Managing Cloud Infrastructure The Key to deliver IT as a Service Eitan Segal Technology Consultant 1 Managing Cloud Infrastructure The Key to Deliver IT as a Service Eitan Segal Technology Consultant 2
More informationNetwork Configuration Management
Network Configuration Management Contents Abstract Best Practices for Configuration Management What is Configuration Management? FCAPS Configuration Management Operational Issues IT Infrastructure Library
More informationThe SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution
BEST PRACTICES WHITE PAPER The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution Nine Things to Look For in Your Next SaaS Service Desk Table of Contents Introduction...................................................
More informationEnabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management
Enabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management Andy Oppenheim Enterprise Management, Product Management Mervyn Lally
More informationIT Service Continuity Management PinkVERIFY
-11-G-001 General Criteria Does the tool use ITIL 2011 Edition process terms and align to ITIL 2011 Edition workflows and process integrations? -11-G-002 Does the tool have security controls in place to
More informationSOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG. Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them?
SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them? SOLUTION BRIEF CA DATABASE MANAGEMENT FOR DB2 FOR z/os DRAFT
More informationCombine ITIL and COBIT to Meet Business Challenges
Combine ITIL and COBIT to Meet Business Challenges By Peter Hill, Director, IT Governance Network, and Ken Turbitt, Best Practices Director, BMC Software BEST PRACTICES WHITE PAPER Table of Contents ABSTRACT...
More informationBest Practices for Cloud Automation & Integration November 7, 2013
Best Practices for Cloud Automation & Integration November 7, 2013 Copyright 2013 Vivit Worldwide Hosted by Derek Hornby Vivit SIG Leader PPM SIG Copyright 2013 Vivit Worldwide Today s Presenter David
More informationService Orchestration
June 2015 Service Orchestration Infos and Use Cases Falko Dautel Robert Thullner Agenda + Overview + Use Cases & Demos VM Provisioning with ServiceNow Employee Onboarding + Summary + Questions & Answers
More informationIdentifying & Implementing Quick Wins
Identifying & Implementing Quick Wins 1 Executive Summary........3 2 Introduction....... 5 3 Key Steps to Quick Wins....... 7 4 Sample Quick Wins...8 4.1 People Quick Wins... 8 4.2 Process Quick Wins......9
More informationIT & Automation. Service process hos. Novo Nordisk A/S. COWIs temadag. Date: 6 of november 2008 Prepared by JKSQ/APKJ
COWIs temadag IT & Automation Service process hos Novo Nordisk A/S Date: 6 of november 2008 Prepared by JKSQ/APKJ 1 The scope Service process 2 The idea One global framework IT & Automation service is
More informationCisco Unified Communications Remote Management Services
Cisco Unified Communications Remote Management Services What You Will Learn Our remote, high-visibility, co-management approach gives you complete ownership and control of your converged network. Cisco
More informationKentucky IT Infrastructure Library (ITIL) Program
2006 NASCIO Recognition Awards Nomination Category: Enterprise IT Management Initiatives Kentucky IT Infrastructure Library (ITIL) Program Commonwealth Office of Technology. KentuckyUnbridledSpirit.com
More informationEXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam
EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus
More informationTop 10 Reasons to Automate your IT Run Books
Top 10 Reasons to Automate your IT Run Books DS12 Top 10 Reasons to Automate Your IT Run Books Run Book Automation is an emerging technology space that is being adopted by many of the largest, most sophisticated
More information