Maximo and ITIL Business Case Scenario

Transcription

1 Maximo and ITIL Business Case Scenario Bill Adamson, Maximo ITSM Consultant-CEMASS IBM January 2008

2 Asset & Management Solutions Broad, best-in-class capabilities for managing the critical assets that drive the business. Production & Delivery Equipment Facilities Power generation equipment Transmission & Distribution Refineries, chemical plants Manufacturing lines Corporate buildings Hotels, hospitals Airports, government facilities Transportation Assets IT Hardware and Software Rail, rolling stock Utility Fleets Over-road vehicles Ships, aircraft Servers, laptops, network devices Software configurations, licenses Help desks

3 What do we mean by a? Applications Software Vehicles Hardware Buildings Infrastructure Machinery Equipment ASSETS Tools Resources Data Raw Materials Components Sub-Assemblies Cash Consumables INPUTS SERVICE OUTPUTS Deliverables Information Waste Finished Goods Components By-Products Agents Users PEOPLE Engineers Government Agencies Customers Managers Third Parties Intermediaries Contractors PROCESS Flowcharts Instructions Plans Schedules Regulations Rules Policies Templates Procedures Diagrams / Schematics

4 Management maturity review 80 to 85% of IT Departments are here. VALUE SERVICE PROACTIVE REACTIVE CHAOTIC Functional Parochialism and Individual Performers Project Mgmt. Controls Established Internal Cooperation with Process Focus Internal Integration with Results Focus External Integration 100% of Business Users want IT to be here Source: Gartner Group 4

5 Today s Real Challenges IT leaders need to measure the real ways they and their departments are adding value to the business, at every level. IT people must be, fundamentally, business thinking people. James D. Wolfensohn President of the World Bank

6 IT Help Business Informal or Un-stated Commitments IT Changes Business Changes Process and Technology Management & Support Manual Discovery Asset Repository Data IT & Technology Resources IT Monitoring

7 IT Help Informal or Un-stated Commitments IT Changes Business Level Agreements Business Change Management Changes CMDB Data Process and Technology Management IT & Support Level Objectives Underpinning contracts 3 rd Level Support & suppliers Manual Auto Discovery Manual Discovery Asset Management Repository IT & Technology Resources Operational Level Agreements Proactive business services monitoringasset IT Monitoring Repository Data IT Monitoring

8 Level Agreements Business Change Management Tivoli Request Manager CMDB IT Level Objectives Underpinning contracts 3 rd Level Support & suppliers Auto Discovery Asset Management IT & Technology Resources Operational Level Agreements Proactive business services monitoring

9 Ability to proactively support ALL Asset classes Level Agreements Business Tivoli Request Manager IT Consolidated Level Objectives Underpinning contracts 3 rd Level Support & suppliers IT & Technology Resources Operational Level Agreements

10 Example Business : Financial Loans System The underlying IT infrastructure is critical to this business Average quotation or loan request is $2500 The organization process 150 orders per hour If the supporting IT service is unavailable, $375,000 per hour is at risk

11 Setting up a successful Management strategy LOB & Level Managers Agree on Levels Bus Mgr The Business needs to deliver a service to its customers: Sales force need to process orders between 8am and 6pm, Mon-Fri. The business requires a 100% availability of ERP application during these times. Maximum accumulated outage of 5 hours per annum 99.8% availability. IT is able to commit to and agree: Priority 1 status on all ERP and Sales application issues. Between 8am and 6pm, Mon-Fri : 3 minutes response and 1 hour fix. To deliver 99.8% service availability of ERP and Sales application. IT Support

12 IT Infrastructure has to be visible by Detailed knowledge of IT infrastructure Browsing CI detail Aggregate view in the CMDB Magasinier Auto Discovery Aggregate data from several discovery tools Users Manager

13 Users have been logged out of the ERP application Server Failure Impact on Business Investigation of incident begins ERP Server goes down Bus Mgr Supervisor Supervisor contacts the >> Quotation System Fault Request Raised Maximo Incident Management Maximo Level Agreements Check Knowledge Base We are experiencing problems with the quotation system, stay tuned to the bulletin board messages for regular updates 1 Create Bulletin Board Messages proactively contacts all impacted users (call avoidance) Users Supervisor Receives confirmation of outage and what the status is.

14 1st Level Support Staff restore the service!!! The IT failure is preventing quotes being generated and thus having a direct impact on the business Bus Mgr Supervisor Critical Business The discovers an excessive number of log files. services The log files are archived off and the server is re-booted restored Users ERP Users are now able to logon SLA met!, IT responded within 3 minutes, and a fix was implemented within the hour

15 Business s are restored Incident Record is updated >> Quotation System Fault The Quotation system is now available. SLA s are maintained Updated bulletin board Messages Bus Mgr

16 Problem Management & Root Cause Analysis A Problem ticket is raised and escalated to 2 nd level Bus Mgr 2 nd level analysis establishes a possible root cause with the server Prob Mgr

17 Problem Management : Root Cause Analysis Problem Management Team Problem Management

18 Management meet with Business Management to discuss the situation Business Users IT Team

19 A Request for Change will be raised Business Users IT Team Larger Capacity storage array required A RFC to be raised

20 Business and Technical approval needed Approved Problem Manager Larger Capacity storage array required 1 Change Manager 2 3 C.A.B Change Management

21 Requisition and Acquisition using Maximo Applications CIO Supplier PO Purchase Order Procurement Change Manager PR Finance Change Management Purchase Requisition

22 Receiving, Change and Release Change Tasks planned Release Management Change Manager Receiving Dock Material Receiving Bus Mgr

23 Change and Release Management Change Mgr Prob Mgr 2 nd level team update the Change and Problem tickets and the is informed Bus Mgr Asset Management

24 IT and Business managers discuss the PIR and the enhanced business services. Bus Mgr Change Mgr CIO Users

25 IT technicians carry out further analysis to proactively resolve any future errors. Incident Management Incident Management Incident Management Bus Mgr Supervisor Users

26 Maximo end to end ITIL Management Request Incident Management Asset Management Purchase Requisitions Change Management Problem Management Level Agreements 1 web based platform 1 technology Release Management 1 CMDB instance

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