1 Essential ITIL for Government Business Service from BMC solution WHITE PAPER
2 Table of Contents Executive Summary...1 Defining the Challenge...2 A Closer Look at ITIL...2 Meeting the Challenge...3 > BSM Defined...3 > BSM and ITIL...3 BSM Solutions for Government Agencies...4 > Core Solutions that cross multiple ITIL disciplines...4 > Service Support...5 > Service Delivery...6 > Security...7 > ICT Infrastructure...7 > Applications...7 > The Business Perspective...7 > Planning to Implement ITSM...7 Providing Results...8 Your Future with ITIL...8 Where to Begin...8
3 Executive Summary As information technology evolves, its functional value continues to grow in the public and private sector. Once considered a static cost center, IT has aligned its goals with supporting the agency mission. Forward-thinking government IT professionals now leverage IT to attain mission goals, increase efficiency, and improve cost containment. However, the marriage of technology infrastructure and agency mission is a bond that does not come without its challenges. The IT Infrastructure Library (ITIL ) was introduced to help IT practitioners prepare for this union of technology and business (government). First developed in the 1980s by the Office of Government Commerce (OGC), a branch of the British Government, ITIL is now the worldwide de facto standard for establishing IT service management processes. The goal of ITIL is to align IT resources with the needs of the organization. The goal of government is to align IT resources with the agency s mission. At BMC, our commitment is to help government reach both of these goals by combining the principles of ITIL with Business Service (BSM), the most effective approach for managing IT from the perspective of the business (or agency). BSM is real, and BMC is implementing successful BSM solutions for our customers today. We expressly built BSM around the ITIL framework integrating ITIL core processes with automated functions, a shared data repository, unified service models, and reporting interfaces thus allowing government agencies to realize the true potential of ITIL, quickly and economically. Focusing on the inherent culture and unique structure of government, we distinguish our solutions by embracing ITIL and employing its years of proven experience to translate the library into realistic, tangible government solutions. At BMC, we recognize that it s more than just technology and processes that make a difference to IT operations; people also play a vital role. The BMC Business School has now trained more than 4,000 people in ITIL, which has resulted in faster and more complete implementations back at their own customer sites. The winning combination of people trained, processes automated, and technology integrated ensures a successful IT service.
4 Defining the Challenge Government-focused solutions from BMC are firmly rooted in the ITIL framework to help resolve many contemporary problems that are unique to government organizations. These inherent challenges in government are often due to the organization s size and complexity: > Infrastructure size adds to the challenge of IT management. The larger the system, the greater the volume of information and the more pieces of equipment to monitor and manage. The sheer volume of information being processed can make it difficult to identify specific problems in the enterprise. What s more, processes in a larger enterprise often run independently or ambiguously, meaning that they either are not as efficient as they could be, or their effect on adjacent processes is unclear, adding to lost time, increased costs, and complex contract management. > The structure of a government entity poses another IT challenge. A government organization answers to a highly stratified constituency composed of employees, the amorphous general public, stakeholders, and a diversity of adjacent agencies, departments, and regulatory bodies. Often, these diverse audiences are further segmented by approved access to information, adding layers for secret, top secret, and other access classifications to protect national security. What s more, increased cross-agency initiatives add another layer of complexity. Maintaining accessible service for each of these groups is a formidable endeavor, especially within the IT management frame. > Legacy systems and point solutions represent a significant investment within many government organizations. In the past, government IT executives often acquired point solutions to solve short-term problems, building their systems sporadically rather than with a clearly defined agenda. This approach might resolve specific problems, but it lacks overall cohesion with adjacent system processes. Often these legacy systems still offer great value and represent tremendous commitments of time and funding. > Government entities often face complex new policies, regulatory compliance, and new legislation. The politics and public oversight inherent in a government organization make managing government IT organizations significantly more complicated than their business counterparts. What s more, these mandates must be accomplished with evertightening compliance budgets, as Congress continues to limit fiscal spending for most agencies. > Consolidation of different groups within government agencies translates into a need for IT consolidation and infrastructure synergy. Tackling this issue requires established management strategies with visible past successes to be deployed quickly and efficiently. A Closer Look at ITIL To meet these challenges, government organizations around the world need a common approach to effectively and practically manage IT. In the late 1980s, the government of the United Kingdom, along with advisors from large British and American companies (such as BP, BT, ICL, and IBM) strove to provide an answer with the ITIL initiative. This effort was enacted with an agenda to: 1. Realign IT as a service provider to support business goals and agency missions 2. Unify the many different approaches to IT. system development 3. Collect and catalog best practice processes 4. Create a common terminology for IT 5. Improve effectiveness and efficiencies of IT operations 6. Aid annual audits across government departments ITIL is made up of numerous books, seven of which are considered core. The books are not how-to manuals; rather, they offer examples of best practices for readers. to interpret and apply to their organization s infrastructure. > Service Delivery > Service Support > Security > Applications > The Business Perspective > ICT Infrastructure > Planning to Implement Service Since its inception, ITIL has drawn global attention, especially in Europe and across Asia. Interestingly, many organizations in the United States have only started to adopt ITIL principles in the past few years. [Note: The ITIL books currently are being updated, with expected publication date in spring of 2007, taking a service lifecycle approach] The top three attributes of ITIL are: 1. Promotion of common sense solutions. Many ITIL recommendations are part of a large body of knowledge that has simply never been recorded. This is why ITIL is sometimes called documented common sense. The books can create a significant impact on an organization, even though they aren t necessarily packed with profound wisdom or detailed technological tips. Supporters praise ITIL for its detail, simplicity, and unusual ability to remain contemporary with technological advancement. 2. Emphasis on integration between typically disconnected IT management processes. IT systems often evolve disparately, lacking equal progression in the many corners of a network. Fusing a connected
5 infrastructure establishes equilibrium to improve efficiency, problem identification, and overall management ease. ITIL suggests linking all IT management within a broader organizational frame, thus moving from siloed disciplines to an integrated service management capability. 3. Flexible terms of commitment. ITIL is problem-specific rather than approach-specific. With ITIL, CIOs don t have to force IT alignment through an allor-nothing management requirement, potentially resulting in fading relevance and increased costs. Instead, CIOs can pick and choose which options work best for their infrastructure and budget constraints. Furthermore, when government IT professionals begin implementation with only one or two ITIL processes, they often realize significant ROI, which then can fund additional ITIL initiatives. Meeting the Challenge A survey conducted by the National Association of State Chief Information Officers (NASCIO) shows that ITIL is a leading management framework to achieve agency goals. 1 In the same survey, a majority of state CIOs said they are looking for IT consolidation to reduce costs, galvanize infrastructure, and create efficient technical operations (See Figure 1). BMC helps government organizations overcome these obstacles and reap the benefits of infrastructure reinforcement. BSM solutions from BMC enable you to prioritize and implement specific functionality on a structured, as-needed basis, proceeding at your organization s own pace to best serve mission and budget constraints. This process is valuable for all levels and types of government organizations. BSM Defined BSM is the most effective approach for managing IT from the perspective of government priorities. It helps your IT organization do more of what supports your agency and less of what doesn t. With BSM, you will reduce cost, lower risk of business disruption, and benefit from an IT infrastructure built to support constituent needs. BMC provides all three dimensions of BSM: best practice IT processes, such as those described by ITIL, automated technology management, and a shared view of how IT services support agency priorities. Only BMC has the depth, breadth, and experi.ence to ensure your success. As the proven leader in BSM, BMC has the track record to help you succeed, and you can be confident that our open and integrated architecture is designed to work with your existing IT investments. BSM is not just a buzzword at BMC it s our singular focus and an ongoing commitment to our customers. ITIL tells you what to do. BSM shows you how to do it. BSM and ITIL While ITIL describes what best practices should be pursued; it does not define how to implement detailed processes and work-level procedures that enable those recommendations. It provides high-level guidance on what should be done, but leaves it up to each business to develop and implement work-level procedures for daily service delivery and service support activities that match their unique requirements % 65.7% 57.1% 74.3% Cost Savings Secure Infrastructure Better Access to New Technologies for All Agencies Improved Information Sharing / Data Integration Figure 1. Source: NASCIO s 2006 Survey of State IT Consolidation and Shared Services Initiative
6 BSM BSM BMC embraces ITIL best practices, delivering solutions in their purest form. BSM solutions from BMC build on the ITIL framework to help you construct an IT department that is a true service provider for your organization. This value is being realized in government organizations around the globe, with departments and agencies applying ITIL to meet and exceed service level agreements (SLAs), consolidate IT, and improve shared services. BMC provides solutions that help governments implement best-practice processes. Through ITIL-based BSM solutions, we help governments align IT resources to optimally support the mission of the agency. As governments continue to move toward IT as a service provider, process efficiency and cost containment become paramount. We look forward to sharing in government successes with the adoption of ITIL and BSM solutions to drive many of our nation s new IT initiatives. Chris Aherne BMC Federal Operations BSM Solutions for Government Agencies BMC offers industry-leading BSM solutions that support all core areas of ITIL best practices: Core Solutions that cross multiple ITIL disciplines > The BMC Atrium CMDB. TM At the heart of BSM is a configuration management database (CMDB), as defined in ITIL. The BMC Atrium CMDB is an intelligent data repository used to align disparate IT functions common in government. It allows for accurate, pervasive, and government-aware visibility into the dependencies between government processes, users, and IT infrastructure. The BMC Atrium CMDB provides a single source of truth for your IT environment and ensures consistent methods are used to maintain IT management processes, such as incident, problem, change, configuration, asset, and service impact management.... BSM Infrastructure and Application Change and Configuration CMDB Service Impact and Event Capacity and Provisioning Asset and Discovery BMC Discovery Solution Incident and Problem Service Level Identity BSM ITIL Figure 2. BSM solutions from BMC support all core areas of ITIL best practices.
7 The BMC Atrium CMDB offers federated database capabilities so that you can use any data source, and the BMC Atrium CMDB will access that data with pointers. This consistently provides up-to-the-minute data access without replication of this data within the BMC Atrium CMDB ensuring information accessed is always accurate and current. These types of applications, combined with the federated BMC Atrium CMDB, provide the best-practice process structure and control described in ITIL. > Discovery. An especially critical procedure in the government space, BMC Discovery helps you overcome the obstacles associated with limited visibility and fragmentation by providing a scalable, sustainable solution for capturing, reconciling, and continuously updating the BMC Atrium CMDB with all three dimensions of BSM data: People Who are my critical end users and customers? Business Processes What are my critical business processes and services? Infrastructure What is the IT infrastructure that supports those people and processes? This is the first step in organizing a coherent organizational infrastructure, which can then be managed from a centralized point. Automated routine tracking will ensure security integrity, help define connections among network facets early on, and enable automatic regulatory compliance all of which result in less spending and more efficient use of man hours. Service Support > Service Desk / Incident / Problem. The service support desk is essentially the window of your organization. This one area controls a majority of technical problem-solving and is usually critical to your organization successfully meeting its mission. If the service desk is managed inadequately, it will soon become detrimental to the perception and efficiency of your organization. BMC solutions deliver best-practice functionality to streamline service desk operations according to several ITIL Service Support volumes, including Incident and Problem and Change and Configuration. Each of these volumes elaborates on proven methods used to rethink overall problem response and identification, proactive management, and appropriate issue troubleshooting. Previously, many organizations handled issues individually, rather than tracking them to identify problematic trends in frequency and location within their IT infrastructures. Now, through integration between BMC Remedy Service Desk and the BMC Atrium CMDB, you can compile a list of past problems, take informed action, and resolve a majority. of issues on the spot or send them to an appropriate professional with relevant experience. ITIL calls this Known Error within Problem. > Change A single centralized change management process that ensures the efficient and effective handling of changes is vital to the successful operation of any IT organization. According to researchers, 80 percent of outages are the result of unmanaged changes. To minimize these outages, changes must be carefully managed throughout their entire lifecycle from initiation and recording, through filtering, assessment, categorization, authorization, scheduling, building, testing, and implementation, and eventually, to review and closure. BMC Remedy Change integrates with BMC Remedy Service Desk to ensure that problems requiring changes transition seamlessly between solutions until resolved. What s more, the two integrate with the BMC Service Impact Manager application, further adhering to ITIL principles that stress the need to understand the impact of risk of the proposed change before. it is carried out. > Configuration. Configuration management provides the foundation for successful IT service management and underpins every other process. The fundamental deliverable is the CMDB, comprising one or more integrated databases detailing all of the organization s IT infrastructure components and other important associated assets. It is these assets (known as Configuration Items or CIs) that deliver IT services. What sets a CMDB apart from an ordinary asset register are the relationships, or links, that define how each CI is interconnected and interdependent with its neighbors. These relationships allow activities, such as impact analysis and what if scenarios, to be carried out. Ideally, the CMDB also contains details of any incident, problem, known error, or change associated with each CI. With its federated approach that connects to all IT service management applications, the BMC Atrium CMDB delivers a single point of reference or 360 degree view of what is happening or about to happen to a CI (including its relationships with other CIs that may be impacted), and as a result, ensures knowledge of how the business may be impacted. With companies like BMC, the software is so good and so well designed around ITIL that you almost have ITIL out of the box. I think you still need to look at processes, but I don t think you need to go to the level of depth that you went to ten years ago when most of this software didn t exist. Malcolm Fry Industry Luminary
8 > Release. The release management process takes a holistic view of IT changes both technical and non-technical. Release management is responsible for all legal and contractual obligations regarding hardware and software in use within your organization. It establishes secure environment for both hardware in the Definitive Hardware Store (DHS) and software in the Definitive Software Library (DSL). The BMC Remedy Asset application holds all details about your IT assets, including contractual agreements, leases, and license information, as well as a DSL for all master copies of the software. It integrates with both the BMC Remedy Change and BMC Patch applications to provide the most integrated and comprehensive solution aligned with ITIL guidelines for patch release and software upgrades. What s more, all of these solutions integrate with the BMC Atrium CMDB to ensure a single point of reference for all service activities surrounding any CI being managed by IT. Service Delivery > Service Level (SLM). One of the most common problems mentioned among government organizations is the ambiguous establishment and attainment of SLAs, especially during IT consolidation. To clarify this process, BMC delivers real-time solutions that enable you to construct an IT system that revolves around the constant evaluation of operational efficiency, meeting regulatory mandates, and improving services provided for the many publics that comprise your organization s constituency. By conforming to ITIL guidelines, BMC Service Level locks a goal-oriented measurement into place, allowing you to manage proper compliance and governance controls based on clear operational standards. As such, you can attain measurable compliance while remaining within a limited budget. > Capacity This process ensures that adequate capacity is available at all times to meet the requirements of the business by balancing business demand with IT supply. As part of this process, a capacity plan that is closely linked to business strategy and plans is produced and reviewed on a regular basis. The three principle areas of business management, service management, and resource capacity management together comprise the activities necessary for ensuring that IT capacity (and the capacity plan) are kept in line with business requirements. Here at BMC, we believe this can only be done in the context of BSM, understanding the relationships between CIs and the business services they support. BSM captures the business, service, and resource demand necessary to calculate the capacity required; stores it in the BMC Atrium CMDB; and links it to BMC Remedy Change, thus ensuring that capacity calculations are kept continually up to date. > Availability. This process is a key aspect of service quality. Availability management is responsible for ensuring that the availability of each service meets or exceeds its availability targets and is proactively improved on an ongoing basis. To do so, it must monitor, measure, report, and review a key set. of metrics for each service and component, including availability, reliability, maintainability, serviceability, and security. Again, BMC believes this can only be done in the context of BSM and the CMDB. All reliability and maintainability details will be found through the integration of incident and problem management with asset management. Serviceability through the BMC Atrium CMDB, as well as integration with BMC Remedy Asset, BMC Remedy Change, and BMC Identity (for security), ensure the information is collected and analyzed to aid in providing effective availability management. > Financial of IT Services. This process provides the basis for running IT as a business and for developing a cost-conscious and cost-effective organization. The principle activities consist of understanding and accounting for the costs of provisioning of each IT service or business unit, as well as the forecasting of future expenditure within the IT financial plan. There is also another optional, but preferred, activity the implementation of a charging strategy that attempts to recover IT costs from the business in a fair and equitable manner. BMC Remedy Asset aids in effective financial management by recording all costs and charges associated with a CI, including contracts, maintenance agreements, software license fees, and initial cost of procurement. Not only does this provide the necessary cost information for management and cross-charging, but it also establishes the basis for total cost of ownership (TCO) review, thus aiding in ROI initiatives at the project level. > IT Service Continuity. This process produces recovery plans to ensure that following any major incident that has caused (or could potentially cause) disruption of service, IT services continue at an agreed-upon level, within an agreed-upon schedule. It is important to recognize that IT service continuity is a component of business continuity planning (BCP). Its objective is to minimize the disruption of essential business processes during and following a major incident. To ensure that plans are kept in line with changing business needs, business impact analysis, risk analysis, and risk management exercises are undertaken on a regular basis, together with the maintenance and testing of all recovery plans. By ensuring that all relevant information is available to the BMC Atrium CMDB through federation, you can ensure an accurate and up-to-date view is taken at any given time to ensure service continuity.
9 Security > Identity. IT security management is the process of managing. a defined level of security for information, IT services,. and infrastructure. IT security management enables and ensures that: Security controls are implemented and maintained. to address changing circumstances, such as changed business and IT service requirements, IT architecture elements, threats, and more. Security incidents are managed. Audit results show the adequacy of security controls and measures taken. Reports are produced to show the status. of information security. Answering to the highly layered structure of government organizations, BMC Identity helps you run. an identity-aware organization by enabling the centralized management of identities and access privileges, reducing operational costs, and ensuring that access is coordinated with agency policies and regulations. This solution ensures that changes in user options and new additions to the network are quickly and safely managed. This tool also gathers support from the powerful BMC Atrium CMDB to view. a physical, logical, and organizational view of your organization s user population. Through integration with BMC Remedy Service Desk, BMC Identity also ensures that all security incidents get reported and managed through to final resolutions, including removal of the risk, or at least the knowledge to decide the acceptability of that risk. ICT Infrastructure (ICTIM) ICTIM looks at the challenges associated with the management of the ICT infrastructure and covers overall management and administration, including design and planning; technical support; deployment; and operations. The ICTIM processes are responsible for managing a service through each of the stages in its lifecycle from requirements, through design, feasibility, development, build, test, deployment, operation, and optimization, all the way to retirement. It plays a key role as part of a business change program, working with the ICT steering group through participation in quality and audit reviews. The model within ICTIM helps look at the IT services, mapping them down to components and the supporting teams or suppliers, and also up into the mapping of business processes and services. This action is vital for BSM. Therefore, the BMC Atrium CMDB, BMC Discovery solutions, and BMC Service Impact Manager carry out these tasks, not only once, but over and over again to keep the data up to date as things change and evolve. Applications Applications need to be designed and built for operability, availability, reliability, maintainability, performance, and manageability. They must also be tested for compliance and specification. Finally, they must be deployed according to service management best practices, as defined by ITIL. In addition to the many service management solutions described above, BMC offers solutions for application development optimization. The BMC AppSight TM Application Problem Resolution System increases the output of development organizations by up to 30 percent by automating problem resolution processes during the testing, support, and maintenance phases of the application lifecycle. The solution captures, communicates, and pinpoints the root cause of application problems from the user level down to the code. The Business Perspective Awareness of the business (or agency) enables service management to ensure the most effective relationships, interfaces, and delivery, aligning them to the business, and maximizing business benefits that can be delivered by IT. The objectives of the business perspective approach mirror that of BSM from BMC: > Enable IT personnel to understand how they contribute. to business objectives > Enable IT personnel to deliver/improve IT services. to underpin business objectives > Enable IT personnel to assist the business in maximizing the exploitation of IT > Enable a complementary and integrated culture with. the business > Influence, innovate, and enable change for. business advantage > Align IT with the business By understanding key agency functions and processes, BMC solutions can map these to the underpinning IT infrastructure to ensure that all service management activities are carried out from the perspective of the agency. All incidents, problems, changes, events, activities, and requests are then reviewed, assessed, and carried out in complete awareness of the effect or impact they have or may have on agency processes. Not only does this ensure a more stable agency environment, it enables a more progressive one. Planning to Implement ITSM This ITIL book addresses the task of implementing or improving ITIL within an organization and considers aspects such as where and when to start, organizational change, cultural change, project and program planning, process definition,
10 and performance improvement. It covers the approach to be taken from getting goals and objectives in line with the business (or agency), to reviewing to find out where you are now and planning where you want to be, and finally, to working out how do you get from where you are now to where you want to be. What s more, it does all of this while keeping in mind the Continuous Service Improvement Program (CSIP). BMC has considered this extensively, and offers all of the services from initial ITIL gap analysis through to the planning of getting to the new ITIL framework. BMC offers both BSM Routes to Value and BMC Workflows to tm help you transition from a single ITIL discipline to fully integrated process automation suites of applications built on the ITIL-based BMC Atrium CMDB. Providing Results BMC provides solutions that automate and reinforce the foundation of the ITIL framework to guide your IT department toward true service delivery. This approach has seen tremendous growth among government organizations and has successfully overcome many of the inherent IT challenges in the public sector. Sharing in the spirit of ITIL s common-sense solutions, BMC continually strives to produce common-sense results that can: > Fix problems automatically, whenever possible > Quickly delegate to the appropriate member of the IT team those problems that cannot be automatically fixed > Analyze the end-user costs and impact to quantify urgency > Fuse government infrastructure to deliver measurable operational accountability and efficiency Your Future with ITIL ITIL is a globally accepted IT management process that has captured the interest of IT specialists in federal, state, and local government organizations throughout the United States. The U.S. federal government currently spends approximately $65 billion annually on IT-related investments and is one of the leading users of data, information, and supporting technology systems in the world. It is only logical that government should support this spending with a reinforced IT infrastructure that is cost-effective, widely accessible, and public-minded. Ensuring that these goals are factored into the IT equation will result in effective service delivery, further supporting the agency s mission. There are many goals and expectations placed on government for the 2007 fiscal year and beyond, and BMC will continue to use Business Service and the principles of ITIL to help government organizations meet these objectives. Where to Begin If you re interested in learning more about how specific ITILdriven BMC solutions can help your government organization meet its governance and IT challenges, we welcome your questions and comments. Or, If you d like to identify your organization s strengths and weaknesses and see how you stack up against ITIL standards, take our self-assessment test by contacting BMC Government, at: For more information, or to view the many BMC government solutions provided through our interactive platform. Please visit our home page at: Endnotes 1 NASCIO s 2006 Survey of State IT Consolidation and Shared Services Initiative
12 About BMC Software BMC Software delivers the solutions IT needs to increase business value through better management of technology and IT processes. Our industry-leading Business Service solutions help you reduce cost, lower risk of business disruption, and benefit from an IT infrastructure built to support business growth and flexibility. Only BMC provides best practice IT processes, automated technology management, and award-winning BMC Atrium TM technologies that offer a shared view into how IT services support business priorities. Known for enterprise solutions that span mainframe, distributed systems, and end-user devices, BMC also delivers solutions that address the unique challenges of the midsized business. Founded in 1980, BMC has offices worldwide and fiscal 2006 revenues of more than $1.49 billion. Activate your business with the power of IT. For more information, visit BMC Software, the BMC Software logos and all other BMC Software product or service names are registered trademarks or trademarks of BMC Software, Inc.. All other registered trademarks or trademarks belong to their respective companies BMC Software, Inc. All rights reserved *68177*
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How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................
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
SOLUTION BRIEF CA IT Asset Manager how can I manage my asset lifecycle, maximize the value of my IT investments, and get a portfolio view of all my assets? agility made possible helps reduce costs, automate
ITIL V3 AND THE SERVICE LIFECYCLE PART I THE MISSING COMPONENT PLANVIEW INC. BACKGROUND IT departments continually have tremendous demands placed on them to manage new initiatives, projects, incidents,
Service quality management solutions To support your business objectives Implement a unified approach to service quality management. Highlights Deliver high-quality software applications that meet functional
Unleash the Full Value of Identity Data with an Identity-Aware Business Service Approach best practices WHITE PAPER Table of Contents Executive Summary...1 The Evolution of Identity...2 > From User Account...2
SOLUTION WHITE PAPER Align Change and Incident Management with Business Priorities Table of Contents Executive summary 1 the Need for Business aware Service support processes 2 The Challenge of Traditional
Supporting and Extending the IT Infrastructure Library (ITIL) White Paper May 6, 2004 2004 Altiris Inc. All rights reserved. ABOUT SYMANTEC Copyright 2008 Symantec Corporation. All rights reserved. Symantec,
Cost-effectively manage the entire life cycle of your IT assets IBM Highlights Help control the costs of IT assets with a single product installation that tracks and manages hardware, software and related
TECHNOLOGY BRIEF: SERVICE CATALOG MANAGEMENT Catalog : A CA Process Map JULY 2009 Enrico Boverino SR PRINCIPAL CONSULTANT, TECHNICAL SALES ITIL SERVICE MANAGER ITAC CERTIFIED Table of Contents Executive
BEST PRACTICES WHITE PAPER Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI Table of Contents INTRODUCTION...1
BEST PRACTICES WHITE PAPER Gleaning Wisdom from The role of service knowledge management in IT decision-making and ITIL V3 By BMC Software and Enterprise Associates Table of Contents Executive Summary...1
Solution brief HP solutions for IT service management Integration, automation, and the power of self-service IT Make IT indispensable to the business. Turn IT staff into efficient, cost-cutting rock stars.
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
Orchestrated Service Management from Serena Software Visibility, Flexibility and Ease of Use through Process-Based IT Service Management Solution Brief Challenges High TCO as systems are inflexible, expensive
TECHNOLOGY BRIEF: RELEASE AND DEPLOYMENT MANAGEMENT Release and Deployment : A CA Service Process Map JULY 2009 Malcolm Ryder ARCHITECT CA SERVICES Table of Contents Executive Summary 1 SECTION 1: CHALLENGE
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
Achieving Control: The Four Critical Success Factors of Change Management Technology Concepts & Business Considerations T e c h n i c a l W H I T E P A P E R Table of Contents Executive Summary...........................................................
Version 1.0 IT Service Management & IT Asset Management Services (ITSM & ITAM Services) Governance Process Table of Contents 1 Planning and Organization... 6 1.1 Executive Overview... 6 1.1.1 ITSM & ITAM
IT Organisation in Change ENTERPRISE SOFTWARE ENGINEERING & SOFTWARE ENGINEERING IN THE ENTERPRISE IT change Quality of IT s Costs of IT s change Future Now Perfect IT s Business Demands Can we deliver?
What Do You Need from a Configuration Management Database (CMDB)? BEST PRACTICES WHITE PAPER Table of contents EXECUTIVE SUMMARY...1 WHY A CMDB?...2 The importance of configuration management...2 Goals...2
WHITE PAPER: CMDB, CHANGE & CONFIGURATION MANAGEMENT Deploying the CMDB for Change & Configuration Management MAY 2007 CA and BearingPoint Table of Contents Executive Summary SECTION 1 2 Pressures on IT
BMC Software Consulting Services Service Catalog & Communications: Process and Procedures Policies, Client: Date : Version : Fermilab 02/12/2009 1.0 GENERAL Description Purpose This document establishes
Software Asset Management on System z Mike Zelle Tivoli WW IT Asset Management Marketing SAM in SHARE Project Manager firstname.lastname@example.org Agenda Why Software Asset Management (SAM) The Discipline of Software
Business Service Management the ITIL Way CONTENTS ITIL s First Steps... 3 The Key to ITIL s Success... 3 Alignment of IT to Business Goals... 3 Further Evolution... 4 COPYRIGHT NOTICE Copyright Axios Systems
White Paper Case Study: How Collaboration Platforms Support the ITIL Best Practices Standard Abstract: This white paper outlines the ITIL industry best practices methodology and discusses the methods in
Experience the commitment WHITE PAPER The multisourcing approach to IT consolidation The proven commercial practice of multisourcing services integration can help state and local governments achieve IT
PRODUCT BRIEF: CA CMDB CA Configuration Management Database (CMDB) CA CONFIGURATION MANAGEMENT DATABASE (CMDB) HELPS YOU IDENTIFY AND UNDERSTAND THE DEPENDENCIES AND RELATIONSHIPS AMONG AND BETWEEN YOUR
SURVEY RESULTS: ITIL BEST PRACTICES IN SAP ENVIRONMENTS Version : 1.0 Date : June 2007 Authors : Troy DuMoulin, Pink Elephant Ken Turbitt, BMC Software 1 EXECUTIVE SUMMARY As an IT leader, you may be wondering
SOLUTION WHITE PAPER BMC Service Resolution: Bridging the Gap between Network Operations and the Service Desk Improve service availability and mean time to repair (MTTR) while prioritizing event resolution
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
White Paper November 2006 BMC Best Practice Process Flows for Asset and ITIL Configuration Copyright 2006 BMC Software, Inc. All rights reserved. BMC, the BMC logo, all other BMC product or service names,
TECHNOLOGY BRIEF: INCIDENT MANAGEMENT ITSM PROCESS MAP Incident Management: A CA IT Service Management Process Map Peter Doherty CA TECHNICAL SALES Table of Contents Executive Summary SECTION 1: CHALLENGE
The Benefits of Combined IT Service Management and IT Asset Management A Provance White Paper Contents Introduction... 3 IT Service Management... 3 IT Asset Management... 4 People... 4 Processes... 5 Shared
ITIL Roles s Role Process Liaison Incident Analyst Operations Assurance Analyst Infrastructure Solution Architect Problem Manager Problem Owner Change Manager Change Owner CAB Member Release Analyst Test
Service management solutions To support your IT objectives Address IT costs and streamline operations with IBM service request and asset management solutions. Highlights Help service desk technicians become
SOLUTION BRIEF CA SERVICE MANAGEMENT - SOFTWARE ASSET MANAGEMENT How Can I Better Manage My Software Assets And Mitigate The Risk Of Compliance Audits? SOLUTION BRIEF CA DATABASE MANAGEMENT FOR DB2 FOR
BMC Remedy IT Service Management Suite BMC Remedy ITSM enables streamlined service delivery with an amazing user experience on both sides of the service desk. Business Challenge Today s enterprises are
Leveraging ITIL to Manage Your Virtual Environment Laurent Mandorla, Manager Fredrik Hallgårde, Consultant BearingPoint, Inc. Agenda Introduction VMware: Great promises, but some significant challenges
BMC Remedy IT Service Management 7.5.00 Concepts Guide February 2009 www.bmc.com Contacting BMC Software You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain
INTRODUCTION Key to most IT organization s ongoing success is the leadership team s ability to anticipate, plan for, and adapt to change. With ever changing business/mission requirements, customer/user
White Paper March 2009 Government performance management Set goals, drive accountability and improve outcomes 2 Contents 3 Business problems Why performance management? 4 Business drivers 6 The solution
ITSM Process Maturity Assessment April 2011 Prepared by: Brian Newcomb TABLE OF CONTENTS Executive Summary... 3 Detailed Assessment Results and Recommendations... 5 Advisory Group Survey Results (External
WHITE PAPER APRIL 2015 Redefining Infrastructure Management for Today s Application Economy Boost Operational Agility by Gaining a Holistic View of the Data Center, Cloud, Systems, Networks and Capacity