BMC ITSM Suite - nabité skúsenosťami. Juraj Izák,

Transcription

1 BMC ITSM Suite - nabité skúsenosťami Juraj Izák, MATERNA GmbH

2 Presenter Name Function Telephone Fax Mobile Ing. Juraj Izák Senior Consultant

3 IT department User department (non-it) Materna Portfolio Government Services Customer Services SAP Services IT Management Consulting Concept design Partners Implementation Project Operations management System integration Support Training

4 Materna IT Service Management Executive Survey MATERNA has been carrying out the IT Service Management Executive Survey every year since 2006 now in Denmark, Sweden and Finland. In addition to that, the survey is also carried out in Germany and Austria since 2003, and in Slovakia and Czech Republic in 2009, 2010 and 2011.

5 Materna IT Service Excellence The portfolio in the IT Management segment consists of IT Management consulting as well as IT technology solutions. This is how MATERNA positions itself as a partner for business-oriented IT.

6 The way to Service Excellence Includes five disciplines and different levels of maturity. These disciplines are conform to ITIL v3.

7 IT Service Excellence Maturity Model

8 Implementing IT Service Excellence - Timeline Activities Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Scope and Goal Awareness RFCs Training Execution Review ITIL Maturity Tool Quick Results ITIL Maturity Process Design

9 Quick Results - Tool implementation IT Service Excellence - Timeline Quick Results Fixed Time Fixed Price Best Practice Quality Task 1 Week 1 Week Configuration and System Setup MATERNA Delivery 5 Week 5 Week 6 Application Workshop & Decision Doc. Approval 4 Week 4 Preparation and Data Collection 2 3 Week 3 Training (Admin / User) Test Project Evaluation Go Live

10 5 ITIL Training Tool training 3. d en t Man 3 Com 2 D ag oc em im pe um en pl t re em tenc en ta sp e, en on tin aw tion si ar g re ne en qu bilit w es irem y 6. or s 1 Se ch an en co d rv nt 6. ic ange trai ts in 4 e ni Bud uity d le ng se ve ge an rv 6. l m tin d an ices 2 av g Se ag ai an rv em la d ac bilit ice en co re y t 6. po m 6 un In tin anag rtin fo rm 2 Cap g fo em g Bus at r en ac IT in ion se t es se ity rv m s ic re curit an la ag es y tio em ns man 7. en 3 hi ag t Su p pp man em 8. en lie 2 r m agem t In an 8. cide 3 9. ag ent nt Pr 1 em m Con ob an en fig lem ag t ur em m at 9. io anag en 2 t Cha n m em 10 ng anag en.1 t Rel e m em ea an en se ag t em m an en ag t em an rv ic e g Se in Implementation 3 Integration 6. Pla nn IT Service Excellence Environment MATERNA Value Process implementation Strategy ISO/IEC % 90% 80% 60% 70% 40% 50% 30% 10% 20% 0% Training Tools ISO Mentoring Roadmaps Processes Assessment Implementation Design Improvement programmes Simulation ITIL Tool Customer-specific Service Management Systems Management Process Automation Support & Maintenance

11 Service Excellence - Deliverables and value Standardized out-of-the-box implementation packages for the ITSM Suite (for individual modules respectively) Implementation of the ITSM Suite or individual applications within short term projects with fast results for the customer - just-in-time packages a firmly determined project timeframe and a standardized procedure Easy to start up implementation packages with little complexity at the start and clearly defined scope of performance Implementation packages based on Best-Practice-Solutions from MATERNA s project experience in the ITSM Suite environment Procedure constantly enhanced with feedback from future project experience

12 BMC Software Materna Elite Partnership Founded in 1980 Strategy: Business Service Management Revenue: US$ 1,5 billion Number of Employees: 6500 Reinvests 25% of the revenue in R&D Number of customers: Financials: Cash: US$ 1,4 milliard No debts

13 BMC Business Service Management (BSM) Self Service. Service Desk. Problem Resolution. Asset Management. Change and Release. Identity Management. CMDB. Dashboards and Analytics. Discovery. Process and Task Orchestration. Service Level Management. Event and Impact. Predictive Analysis. Scheduling. Problem Resolution. Performance, Availability, and Recovery. Provisioning. Change and Release. Configuration Automation. Capacity. Audit and Compliance.

14 The BSM BluePrint: A modular, integrated and proven approach

15 Components of BMC Remedy IT Service Management for the Enterprise Automates incident and problem management processes to respond quickly and efficiently to conditions that disrupt critical services Change policy, process management, and planning increase the speed and consistency for changes while minimizing business risk and disruption Operational ITIL approach to asset lifecycle, inventory, contract, and cost controls lowers IT costs, manage compliance, and improve your return on capital Automates, monitors, and manages service level agreement processes for commitments made between IT and the businesses to align infrastructure and service support processes with business priorities

16 Architecture Single administration of Web and Windowsbased user interface Multi-tenancy: use same staff, knowledge base and workflows to service multiple business units or customers A common Service Process Management platform provides flexible extension and customization of applications -- and a single point of enterprise integration ERP HR Mobile/Barcode Partner products Flexible integration options including XML Web Services, eventbased integration

17 BMC Atrium Core

18 BMC Remedy Service Desk Rich ITIL best practice workflows Incident Management Problem Management BMC Remedy Knowledge Management integration Intelligent ticketing integration Scripts and templates Incident matching Routing Broadcasts Root cause investigation Known error content management Service-centric incident creation with business priority and CI relationship data associated to infrastructure events

19 BMC Remedy Knowledge Management Reduce call volumes and improve service with customer self-service Reduce call escalations by enabling your level 1 personnel to resolve more incidents Reduce call length by having solutions at your fingertips Avoid duplicate research by capturing new information in the resolution workflow Reduce training and turnover costs by systematically capturing valuable knowledge

20 BMC Remedy Change Management Enforces Use of Standardized Change Processes Supports Effective Change Planning Risk assessment Change calendar Simplifies Change Project Management Provides Complete Tracking Management Integration with BMC Configuration Management for closed-loop change

21 BMC Remedy Asset Management Software license management Software normalization via DSL License matching and tracking Software licenses Leases Maintenance Support Warranty Asset total cost of ownership tracking Chargebacks Depreciation Procurement (purchase requisitions and approvals, supplier communications, receiving) Maintenance and retirement schedules Contract management Costs management Lifecycle management, e.g. Integration with Change, Configuration Management for proactive software license management

22 BMC Remedy Service Level Management Seamless data integration with both infrastructure and support metrics Data collection and processing of real-time infrastructure events and metrics as well as service support process metrics Relates SLAs, OLAs, underpinning contracts Consolidated dashboard Calculate penalties and rewards View compliance and financial trends Trigger pre-emptive and corrective actions via workflow

23 ITIL v3 Framework Service Strategies Continual Service Improvement The 7-Step Improvement Process Service Reporting Service Measurement Return on Investment CSI Business Questions for CSI Service Level Management Service Portfolio Management IT Financial Management Demand Management Service Design Service Catalog Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Supplier Management Service Operation Service Transition Event Management Incident Management Request Fulfilment Problem Management Access Management Operational activities of processes covered in other lifecycle phases Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management ITIL describes what should be implemented Service Excellence Roadmap translates it into set of sequential actions

24 ITService Excellence Roadmap: Mapping ITIL v3 Service Desk Best Practice Change & Configuration Management Service Level Management Core Business Alignment Proactive Service Provider Release Management Training Capacity Management Training Financial Management for IT Services Training IT Service Web Shop Training Process ITSM Strategy Executive Workshop Proactive Problem Management Consulting Release Management Consulting Service Value Agreements Capacity Management Consulting Supplier Management Consulting Financial Management for IT Services IMACD Consulting Technolog y Password Reset Self Healing Remote Control Reporting & Analytics Software License Management Software Distribution Reporting & Analytics ERP-Link Reporting & Analytics IT Service Web Shop and Configurator Reporting & Analytics People ITIL Foundation Service Asset and Configuration Management Training Availability Management Training Service Dependency Mapping Training Service Catalog and Portfolio Management Training Process ITIL Problem Management Process Consulting Mobile Workforce Consulting Service Asset and Configuration Management Consulting Availability Management Consulting Service Level Management Consulting Service Dependency Mapping Consulting Service Catalog and Portfolio Management Consulting Access Management Consulting Technolog y Knowledge Management Field Service Managemen Server Visibility Advanced CMDB Topology Discovery Change Control Transaction Monitoring Dependency Mapping / Service Impact Management Service Catalog Identity Management People ITIL Simulation Training ITIL Introduction Change Management Training Service Level Management Training Event Management Training Service Request Management Training Process Incident Management Consulting ITIL Assessment Service Desk ITIL Configuration and Change Management Consulting ITIL Assessment Change and Configuration Management ITIL Service Level Management Assessment Event Management Consulting Service Request Management Consulting Technolog y Service Desk Change Management incl. basic CMDB Agentless Discovery Event Management Service Request Manager Service Catalog Basic People Advanced ITIL Training Managed Basic Reporting & Analytics Dashboards Service Level Management Basic for Incident and Change Mgmt. 24