1 ITSM & Enterprise Mobility Management Jason Lunghusen
2 Introduction 1. Context - Client Computing Context - ITS Our Service Management Maturity 3. You now own mobile telephony 4. What does RMIT need and want? 5. What can EMM provide? 6. Service Strategy 7. Service Design 8. Pitching for investment 9. What the future may bring
3 Client Computing 2012
4 Client Computing 2013
5 Client Computing 2014
6 ITS -Our Service Management maturity Incident & Request management Change management Problem Management
7 ITSM & Strategy at RMIT
8 A new approach Customer Value
9 You now own mobile telephony
10 Where are we now? Overseas phone bills High Volume Service Desk Calls User Experience Mobile Devices Distributed Asset Management BYOD Students and Staff Malware Mobile Applications
11 What can EMM do for us? Hardware Asset and Configuration Management Software Asset and Configuration Management Data Security Management Telephony Service Management
12 ITIL -Service Strategy 1. Define the market 2. Develop the Offerings 3. Develop the strategic assets 4. Prepare for execution
13 What does RMIT need and want?
14 How does EMM align with our overall strategy? Our customers don t ask for EMM, they ask for access to the features that EMM makes efficient, manageable and useable. Testing and Evaluation of pedagogy driven technology Classroom interactivity using any device Collaboration using any device Financial control and information security
15 Device Management Across Platforms
16 Application Management across platforms
17 Application Management across platforms Students created in Active Directory should be ready overnight to connect to systems, download applications and get started on their coursework. IT should be a transparent and seamless service that works in the background to let students focus on their coursework. Multiple, but optimised, application usage options will form the future standard to enhance the overall flexibility of the end user experience. The decision should be made separately for each application.this is with consideration given to multiple deployments as a service for different platforms. For instance, some applications should be deployed locally, but may have versions for Windows 7, Mac OS X, ios and Android devices separately. It may be more efficient to deploy this as a published application and then use the Citrix receiver to deploy it to all platforms. Alternatively, the Citrix receiver may not provide the best user experience on a smaller mobile device (eg, unusable formatting), so a local deployment of the mobile version may be the most effective method for these devices. Alternatively accessing the same application from different devices in their preferred configuration allows end users to form their own work styles and approaches.
18 Service Strategy: Define the Market Functionality Student Device Staff BYOD Staff RMIT Owned External Collaborators Install EMMclient from RMIT website or vendor Application Catalogue (Apple AppStore, Google Play, etc) Authentication and group membership from existing RMIT Active Directory service Automated Security Compliance Checking Includes help instructions and links to resolve issues Integrated with Network Access Control (NAC) systems. Automated device enrolment to EMM service Automated deployment and management of device and application certificates Secure access to individual applications from outside RMIT networks Integrate with remote access solution RMIT Enterprise Mobility Software Catalogue access Deploy specialist learning applications, collaboration tools or RMIT built applications to be used by students and staff as required Secure network access for specialist systems Virtual Desktop Citrix Receiver Integration with device calendars to automate scheduling updates
19 Service Strategy: Define the Market Functionality Student Device Staff BYOD Staff RMIT Owned External Collaborators RMIT Guide Local device copy covering IT problems as well as general RMIT engagement. Searchable knowledgebase with links and FAQs Remote Assistance Set policies, move files, change access levels Remote Takeover if supported (ios devices do not support this ability) Automated access to appropriate staff systems Automated Asset Lifecycle Management Hardware configuration, tracking and reporting. Including Remote Wipe and GPS Location Software License Management for RMIT purchased applications Integrated with CMDB and general Asset Management systems Telephony logging, configuration and reporting as required. o Restrict and Disable overseas data and phone access. Automated Anti-Malware protection Configured to make RMIT owned assets trusted devices on the network.
20 Service Strategy: Develop the Offerings
21 Service Strategy: Develop the Offerings - EMM Foundation
22 Service Strategy: Develop the Offerings Future Capability
24 Prepare for Execution - Pitching for investment
25 Prepare for Execution - Pitching for investment
26 ITIL Service Design 1. Service Catalogue Management 2. Service Level Management 3. Capacity Management 4. Availability Management 5. Information Security Management 6. IT Service Continuity Management 7. Supplier Management
27 Service Catalog Service Branding Required service branding activity has not yet been undertaken and will be a part of project deployment. Since different customers will see and make use of different elements of the total EMM service features, it is necessary to divide and brand them carefully The following components could be bundled together in different ways to provide the final end user view of the services: Mobile device asset inventory Telephony activity recording and reporting Enforced enterprise policy for RMIT owned devices for software, security and telephony Unenforced policies for BYOD and student devices, applications and security Deployment of RMIT produced and configured mobile applications This may include secure data repositories on the mobile device Deployment of 3 rd Party mobile applications pre-configured for RMIT Remote assistance, including remote takeover of the device, by service desk and other support staff
28 Service Level Management Whilst many requirements that will guide the establishment of Service Level Agreements have been defined, the process of negotiating SLAs has been assigned for primary focus during market engagement through a Request for Proposal process.
29 Capacity, Availability, Security & Continuity Management: Mapping Business Requirements to Solution Criteria Business Requirement Provide complete Fleet Management solution Unified approach to standards and support for every device Asset Management Solution Criteria Capture device hardware and software inventory information that can be exported to other systems. Eg, Serial number, IMEI, make and model, application version, etc. Software license management for Android and ios devices is essential. Reporting and control of telephony functions, especially for overseas use. Export of asset and configuration data should be at least in CSV format, actual integration with SCCM or ITSM products would be better. Financial Flexibility The ability to change user volumes as required to meet changing demands without negotiating another contract. Licensing Model Pricing needs to be optimised for RMIT student and staff volumes. Licensing model options for cloud and on premise versions with upfront and maintenance charges to be considered. Support Model An end to end managed service offer is highly regarded, but it must also support delegated administration as detailed above
30 Capacity, Availability, Security & Continuity Management: Mapping Business Requirements to Solution Criteria Business Requirement Enhance the End User Experience. Exceed user expectations in delivering consistent quality service o Efficient management of a system with at least 99.5% uptime. o Seamless and transparent security. Provide industry leading functionality to every user Global deployment for unified user experience Device Support Solution Criteria Automatic configuration and update of network settings and other environment variables to provide easy access to all required resources without user intervention. ios and Android devices must have broad support. BlackBerry, Windows and Symbian devices useful but not essential. Remote Takeover Remote takeover of any supported device is a required element of an efficient service model that provides the highest quality support. ios and Android are critical, BlackBerry, Windows and Symbian useful but not essential Application Management Deploying and configuring applications wrapped and customised for RMIT s environment. For example Citrix Receiver, SAP GUI, custom in-house applications. Software license management for Android and ios devices is critical. Application specific VPN support is a useful feature
31 Capacity, Availability, Security & Continuity Management: Mapping Business Requirements to Solution Criteria Business Requirement Enhance the End User Experience (continued) Administration Delegation Solution Criteria Ability to delegate roles to different AD user groups is required. Allowing various roles to view data, change settings and provide direct end user support, distributes the support load amongst existing groups as well as potentially a 3rd party service provider. Disaster Recovery The solution must be both highly available and support disaster recovery to a separate site. Security Single Sign on using Active Directory for authentication and policy application via groups and organisational units. Automatic configuration of all supported devices for secure operations. Options for different configurations for RMIT owned, student owned or a staff BYOD computer. Integration with existing PKI system for device enrollmentand security management using certificates. Able to deploy and manage multiple certificates for separate systems as required. Support for other two factor authentication models is useful. Global Deployment Any solution must be able to cater for RMIT globally. Any technical issues or requirements in extending the service to other countries must be addressed in any proposal.
32 Supplier Management: Requirements for Vendors and Integrators Requirement User Experience Criteria Intuitive configuration and interface for both end users and RMIT ITS staff. Seamless and transparent operation end users should not be aware of the software, only the services delivered. The vendor should have specific capabilities and history with EMM solutions that have been deployed in production environments of a similar size to RMIT for more than two years. Maturity of Solution A vendor roadmap showing the future evolution of the product must also be presented covering the next three years at a minimum. Those environments should be referenceableand contacts available to RMIT during the selection process. Provide an option for an end to end solution including licensing, infrastructure, deployment effort, maintenance and support. Future upgrades, enhancements and other innovation must be considered. This should be priced as a monthly service charge on a per user or per device basis. Managed Service Provision Any proposal for a managed service offering must show the same or very similar offering has been maintained on multiple reference sites for more than a year in production. Those environments should be referenceableand contacts available to RMIT during the selection process. This applies to Vendors and Integrators who may propose such a solution
33 Supplier Management: Requirements for Vendors and Integrators Requirement Continual Service Improvement Criteria Any proposal for a managed service offering must include description of a process and engagement model for Continuous Service Improvement. It will not be acceptable to only provide maintenance level support. This applies to Vendors and Integrators who may propose such a solution By examining current use cases in other organisations, especially educational institutions, and applying them to RMIT, further innovative ideas should be proposed by integrators and vendors. Innovation ITIL Alignment This should form an ongoing engagement with presentations to RMIT quarterly on potential innovations for either the EMM solution directly, or in other services enabled by, or integrated with it. Any proposal for a managed service offering must include descriptions of Service Provision processes that align closely with ITILstandards to enable close integration with RMIT support services. This may also require direct technical ntegrationbetween the RMIT Service Desk and a 3 rd Party supplier if that is part of the proposed solution.
35 What the future may bring
36 Is this ITSM strategy approach working for me?
37 Action Plan Monday Morning Enter things your audience should do to implement or follow up Use this slide to summarise the key takeouts and actions for the audience over the time frame indicated Next 90 Days Enter Action 1 Enter Action 2 Next Year Enter Action 1 Enter Action 2
38 Recommendations Please use this Recommendations slide if the Action Plan slide does not suit. You can use both if you like.
39 Additional Resources <<<Enter Garner paper here>>>
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