BSM Transformation through CMDB Deployment. Streamlining the Integration of Change and Release Management

Size: px
Start display at page:

Download "BSM Transformation through CMDB Deployment. Streamlining the Integration of Change and Release Management"

Transcription

1 BSM Transformation through CMDB Deployment Streamlining the Integration of Change and Release Management Gordon Owens, Managing Consultant generatione Technologies

2 Agenda Brief Introduction Building Blocks for BSM Transformation - featuring Remedy Solutions Change Management Release Management Using CMDB to Streamline Release and Change Management Case Example: Business to IT Service Alignment for a Leading Online Travel Company

3 Introduction: generatione BMC Trained and Seasoned ITSM Consultants RAC Certified Consultants ITIL Foundation Certified Consultants Strong Client-Service Experience across: ESM, IT Service Management, and Job Scheduling Practices ITIL Certified Consultants and Experts Our Clients At a Glance: 40% Service Providers 40% Financial Services 20% Enterprises (General) Over 15% of the Fortune 500

4 Building Blocks for BSM Transformation featuring Remedy and CMDB

5 What is Remedy Change Management? Multifaceted discipline that delivers comprehensive policy, process management, and planning capabilities From Request to Planning to Implementation to Verification, Remedy Change Management helps organizations assess the impact, risk, and resource requirements associated with a given change Leverages BMC Atrium CMDB, which is critical to ensuring that changes are managed in harmony with business objectives.

6 What is Remedy Change Management? (continued) To be fully effective, the change management process must integrate with other key IT service management processes such as incident and problem management, asset management, and release management.

7 What is Remedy Release Management? Often viewed as a subset of Change Management Ensures that new software and hardware versions and patches are released for installation with the greatest chance for success.

8 What is Remedy Release Management? (continued) Tracks rollout status Keeps version details for software Enables planning vital data for rollouts Provides feedback data about customers for rollouts Provides data for financial impact of Releases

9 CMDB Streamlines the Integration of Change and Release Management A KEY success factor in implementing a CMDB is the ability to automatically discover information about the CIs (auto-discovery) and track changes as they happen Integrated Change and Configuration Management (CCM) processes and tools help collect standardized management information, share it with one another as necessary, expose cross-domain dependencies and streamline the workflow and documentation associated with keeping all systems in compliance with corporate standards. More effective CCM Planning Capabilities.

10 CMDB Streamlines the Integration of Change and Release Management (continued) Applications are integrated onto the AR System foundation and share the CMDB Ability for Change Management team to utilize configuration data in the CMDB to manage changes more effectively and efficiently. Provides valuable insight into the release management process to better understand the impact of a release and how to effect operational changes. If a release rollback is necessary, you can ensure that any changes made have been recorded under the release process in a predictable, repeatable fashion.

11 How does CMDB streamline the integration of Change and Release Management? The CMDB extends the value of change management by relating all change requests to the specific CI affected by the change, as well as all other related CIs. Change requests are categorized by impact, which directs routing, communications, and approvals.

12 Why is the CMDB critical to achieving a BSM Transformation? It is virtually impossible to move from Reactive to Proactive on the BSM Maturity Model without an effective CMDB. - In particular, proactive change and release management require an established relationship between proactive monitoring systems, change and release process Chaotic Ad hoc Undocumented Unpredictable Multiple help desks Minimal IT operations User call notification Reactive Best effort Fight fires Inventory Initiate problem management process Alert and event mgt Monitor availability (up or down) Proactive Monitor performance Analyze trends Set thresholds Predict problems Automation Mature problem, asset, and change mgt. processes Service Define services, classes, pricing Understand costs Set quality goals Guarantee service level agreements Monitor and report on services Capacity planning Value IT and business metric linkage IT improves business process Real-time infrastructure Business planning

13 Using CMDB to Streamline the Integration of Change and Release Management Case Example: Leading Online Travel Enterprise

14 IT Service Management Improvement Model Where are we now? Analysis Awareness Where do we want to be? Goals & Objectives Planning How do we get there? Improvement Plans Implementation Are we improving? Did we get where we wanted to be? Measurement & Tracking Operation Source: ITIL The Business Perspective On Your IT Infrastructure

15 Measurement Framework Monetary Reduce costs Modernization Goals Customer Improve QoS Internal Multiple areas for improvement should be assessed New Technology SoX Compliance Measurements Value Quality Throughput Compliance

16 Relevant History Early Adoption of Remedy for Trouble Ticketing Outgrew Original Design Early Adoption of BSM Vision Due to the Nature of their Business (all on-line) Selection of Remedy Change Management

17 Key Challenges ITs operational growth and expansion warranted a more robust system with improved call tracking and reporting processes. Key challenges at the time included: Limitations in incident tracking workflow. Users were required to be logged into the system for notifications and logged into the network to manage tickets (e.g. approving requests). Solution tracking needed to be optimized in order for information sharing. Limited functionality for remote access to the system. Change requests associated with an automated bug-tracking system did not capture relevant information due to form constraints. The system required compliance with Sarbanes-Oxley specifications.

18 Examples of Anticipated Benefits Change Management Cost Benefit Example: Two Changes are implemented simultaneously, resulting in a major problem. The Customer support system fails, resulting in the loss of 50 Customers with an average purchasing power of $500. This has just cost the company $25,000. Release Management Cost Benefit Example: Suppose that a new software module is released containing a bug. The previous version should be reinstalled, but due to poor Version Management, the wrong version is used, resulting in a system shutdown that lasts for 3 hours and affects two-thirds of all users. The resulting downtime would result in lost productivity.

19 Project Scope Updated Remedy Implementation to: Streamline Communication and Workflow Integrate Best Practice Change Approval Processes Provide Configuration Management Provide Sarbanes Oxley Compliance Provide remote process management via , PDA devices and the web client. Solutions Implemented Remedy AR System Remedy ITSM CalAmp Telalert

20 Case Study Online Travel Company

21 Implemented Change Management Processes Request for Change Allocation of Priorities Change Tasking Change Categorization Change Approval Scheduling Urgent Changes Reporting Change Metrics

22 Implemented Asset and Configuration Management Processes Auto Discovery via SMS Link Reconciliation Engine rules and schedules utilized in order to merge and classify the data from the CDM (Common Data Model) to be used in a single unified view Asset Procurement Asset Repair Trouble and Change management association Topological associations Support Management and PM procedures

23 Process Improvements Bi-Directional Integration with System Remote Process management via PDA devices and web client Ability to track weekly maintenance records Automated Trouble Ticket Generation ITIL Based Incident, Problem and Configuration Management Integration with Development Bug Tracking System Measurable KPI reports for on-going process improvement Enhanced Change Management Automated notification system

24 Impact on Other BSM Initiatives Enhanced Communication Via Common Language Improved Risk Assessment Improved Problem & Availability Management Contributed to Sarbanes Oxley Compliance

25 Case Study Online Travel Company

26 Key Takeaways Definite Intrinsic Benefits Success Through Incremental Changes Business Drivers Typically Not Related to Process Improvement

27 Q & A Contact Information: Gordon Owens, Managing Consultant

Copyright 11/1/2010 BMC Software, Inc 1

Copyright 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 information

"Service Lifecycle Management strategies for CIOs"

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 information

Maximo ITSM Product Suite. Francois Marais

Maximo 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 information

Service Asset & Configuration Management PinkVERIFY

Service 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 information

Combine ITIL and COBIT to Meet Business Challenges

Combine 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 information

Proven deployments across different Industry verticals; Being used by leading brands

Proven 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 information

ROUTES TO VALUE. Business Service Management: How fast can you get there?

ROUTES 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 information

Service Management Foundation

Service 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 information

Configuration Management System:

Configuration Management System: True Knowledge of IT infrastructure Part of the SunView Software White Paper Series: Service Catalog Service Desk Change Management Configuration Management 1 Contents Executive Summary... 1 Challenges

More information

ITSM Maturity Model. 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident management process exists

ITSM 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 information

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit 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 information

Implementation of ITIL Service Desk Improves Operational Efficiency and Customer Service for Australian Telco

Implementation of ITIL Service Desk Improves Operational Efficiency and Customer Service for Australian Telco Implementation of ITIL Service Desk Improves Operational Efficiency and Customer Service for Australian Telco A leading Australian telecommunications service provider wanted to implement a consolidated

More information

Release & Deployment Management

Release & 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 information

CA Service Desk Manager

CA 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 information

White Paper August 2006. BMC Best Practice Process Flows for ITIL Change Management

White Paper August 2006. BMC Best Practice Process Flows for ITIL Change Management White Paper August 2006 BMC Best Practice Process Flows for ITIL Change Management Copyright 1991 2006 BMC Software, Inc. All rights reserved. BMC, the BMC logo, all other BMC product or service names,

More information

Title: Lucent s ITSM Journey Session #: 299 Speaker: Sheila Bridge Company: Lucent Technologies, Inc.

Title: Lucent s ITSM Journey Session #: 299 Speaker: Sheila Bridge Company: Lucent Technologies, Inc. Title: Lucent s ITSM Journey Session #: 299 Speaker: Sheila Bridge Company: Lucent Technologies, Inc. Presentation Outline q Background q Foundation to Support Successful ITSM Implementation q ITSM Project

More information

Enabling 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 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 information

Release and Deployment Management Software

Release 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 information

ORACLE IT SERVICE MANAGEMENT SUITE

ORACLE 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 information

John Kacmarynski TLG Learning. ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and Processes

John Kacmarynski TLG Learning. ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and Processes John Kacmarynski TLG Learning ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and es What is not defined cannot be controlled What is not controlled cannot be measured

More information

ITIL AND COBIT EXPLAINED

ITIL AND COBIT EXPLAINED ITIL AND COBIT EXPLAINED 1 AGENDA Overview of Frameworks Similarities and Differences Details on COBIT Framework (based on version 4.1) Details on ITIL Framework, focused mainly on version.2. Comparison

More information

DCIM Software and IT Service Management - Perfect Together

DCIM 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 information

White Paper November 2006. BMC Best Practice Process Flows for Asset Management and ITIL Configuration Management

White Paper November 2006. BMC Best Practice Process Flows for Asset Management and ITIL Configuration Management 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,

More information

CMDB Essential to Service Management Strategy. All rights reserved 2007

CMDB 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 information

Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER

Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER CONTENTS ADAPTING TO THE CONSTANTLY CHANGING ENVIRONMENT....................... 1 THE FOUR KEY BENEFITS OF AUTOMATION..................................

More information

SOLUTION WHITE PAPER. Align Change and Incident Management with Business Priorities

SOLUTION WHITE PAPER. Align Change and Incident Management with Business Priorities 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

More information

NSSC Enterprise Service Desk Configuration Management Database (CMDB) Configuration Management Service Delivery Guide

NSSC Enterprise Service Desk Configuration Management Database (CMDB) Configuration Management Service Delivery Guide National Aeronautics and Space Administration NASA Shared Services Center Stennis Space Center, MS 39529-6000 www.nssc.nasa.gov NASA Shared Services Center Version 1.0 NSSC Enterprise Service Desk Configuration

More information

IBM Maximo Asset Management for IT

IBM Maximo Asset Management for IT Cost-effectively manage the entire life cycle of your IT assets IBM Highlights Help control the costs and financial impact of IT assets with a single solution that tracks and manages your hardware, software

More information

ITIL Best Practices with Oracle Enterprise Manager 10g and Oracle Siebel Help Desk. An Oracle White Paper September 2009

ITIL Best Practices with Oracle Enterprise Manager 10g and Oracle Siebel Help Desk. An Oracle White Paper September 2009 ITIL Best Practices with Oracle Enterprise Manager 10g and Oracle Siebel Help Desk An Oracle White Paper September 2009 ITIL Best Practices with Oracle Enterprise Manager 10g and Oracle Siebel Help Desk

More information

Managing IT Using the Summit Platform

Managing 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 information

Data Center Infrastructure Management (DCIM) Integration

Data Center Infrastructure Management (DCIM) Integration Data Center Infrastructure Management (DCIM) Integration 1 The Struggle to Control Data Center Assets Environment in Flux Assets being introduced, moved, repaired, reconfigured retired Low Visibility Asset

More information

Deploying the CMDB for Change & Configuration Management

Deploying the CMDB for Change & Configuration Management 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

More information

DCIM Software and IT Service Management - Perfect Together DCIM: The Physical Heart of ITSM

DCIM 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 information

What are metrics? Why use metrics?

What are metrics? Why use metrics? What are metrics? A business metric is any type of measurement used to gauge some quantifiable component of a company's performance, such as return on investment (ROI), employee and customer churn rates,

More information

BMC 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 BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER Table of Contents Introduction................................................... 1»» BMC Remedy Service Desk Overview

More information

Agio Remote Monitoring and Management

Agio Remote Monitoring and Management Remote Monitoring and Management s Remote Monitoring & Management is a 24x7x365 service in which we proactively manage your infrastructure and IT environment to make sure it s in a healthy state and stays

More information

Achieving Control: The Four Critical Success Factors of Change Management. Technology Concepts & Business Considerations

Achieving Control: The Four Critical Success Factors of Change Management. Technology Concepts & Business Considerations 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...........................................................

More information

ITIL Best Practices with Oracle Enterprise Manager 10g and Oracle PeopleSoft Help Desk. An Oracle White Paper September 2007

ITIL Best Practices with Oracle Enterprise Manager 10g and Oracle PeopleSoft Help Desk. An Oracle White Paper September 2007 ITIL Best Practices with Oracle Enterprise Manager 10g and Oracle PeopleSoft Help Desk An Oracle White Paper September 2007 ITIL Best Practices with Oracle Enterprise Manager 10g and Oracle PeopleSoft

More information

Applying ITIL v3 Best Practices

Applying 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 information

Address IT costs and streamline operations with IBM service desk and asset management.

Address IT costs and streamline operations with IBM service desk and asset management. Asset management and service desk solutions To support your IT objectives Address IT costs and streamline operations with IBM service desk and asset management. Highlights Help improve the value of IT

More information

Why you need an Automated Asset Management Solution

Why you need an Automated Asset Management Solution solution white paper Why you need an Automated Asset Management Solution By Nicolas Renard, Support and Professional Services Manager, BMC France Table of Contents 1 OVERVIEW Automated Asset Discovery

More information

performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views.

performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views. DATA SHEET iet ITSM IT Service Management through ITIL To keep a business running as smoothly as possible, IT must operate by defined processes and must align itself with business needs. There are guidelines,

More information

Top Ten Keys to Gaining Enterprise Configuration Visibility TM WHITEPAPER

Top Ten Keys to Gaining Enterprise Configuration Visibility TM WHITEPAPER Top Ten Keys to Gaining Enterprise Configuration Visibility TM WHITEPAPER Regulatory compliance. Server virtualization. IT Service Management. Business Service Management. Business Continuity planning.

More information

ITIL: Service Transition

ITIL: Service Transition Management of IT Environment (6) Riadenie IT prostredia ITIL: Service Transition Martin Sarnovský Department of Cybernetics and AI, FEI TU Košice 1 Content Service Transition Goal, inputs and outputs,

More information

Dynamic Service Desk. Unified IT Management. Solution Overview

Dynamic 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 information

BMC Remedy IT Service Management 7.5.00 Concepts Guide

BMC Remedy IT Service Management 7.5.00 Concepts Guide 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

More information

MANDATORY CRITERIA. 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records?

MANDATORY CRITERIA. 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records? MANDATORY CRITERIA 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records? 2. Does the tool provide a pre-defined list of services which can be requested

More information

BMC Remedy IT Service Management Concepts Guide

BMC Remedy IT Service Management Concepts Guide BMC Remedy IT Service Management Concepts Guide Supporting Version 7.6.04 of BMC Remedy Asset Management Version 7.6.04 of BMC Remedy Change Management Version 7.6.04 of BMC Remedy Service Desk January

More information

An ITIL Perspective for Storage Resource Management

An ITIL Perspective for Storage Resource Management An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage

More information

Understanding ITIL Service Portfolio Management and the Service Catalog. An approach for implementing effective service lifecycle management

Understanding ITIL Service Portfolio Management and the Service Catalog. An approach for implementing effective service lifecycle management best practices WHITE PAPER Understanding ITIL Service Portfolio Management and the Service Catalog An approach for implementing effective service lifecycle management Table of Contents Executive Summary...1

More information

02 General Information. 03 Features. 06 Benefits.

02 General Information. 03 Features. 06 Benefits. invgate 02 General Information. 03 Features. 06 Benefits. Index. 02 General Information. Improve your IT department Managing Service Support just got easier Despite growing connectivity, data accessibility

More information

Integrated processes aligned to your business The examples of the new NetEye and EriZone releases

Integrated processes aligned to your business The examples of the new NetEye and EriZone releases Integrated processes aligned to your business The examples of the new NetEye and EriZone releases Georg Kostner, Product Manager NetEye / EriZone 4/15/2015 1 Measurement & management in most organizations

More information

Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service

Cisco 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 information

ITIL Asset and Configuration Management in the Cloud. January 2016

ITIL Asset and Configuration Management in the Cloud. January 2016 ITIL Asset and Configuration Management in the Cloud January 2016 2016, Amazon Web Services, Inc. or its affiliates. All rights reserved. Notices This document is provided for informational purposes only.

More information

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Ian Preskett MIET C.Eng. MBCS CITP Software Asset Management Consultant ian.preskett@ipassociatesltd.co.uk Agenda

More information

ITSM Reporting Services. Enterprise Service Management. Monthly Metric Report

ITSM 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 information

White 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. 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 information

Configuration Management Aids Compliance

Configuration Management Aids Compliance Configuration Management Aids Compliance Wednesday, November 9, 2005 1:00 p.m. Eastern / 10:00 a.m. Pacific Sponsored by Hosted by Conquering Complexity and Compliance with Configuration Management Ronni

More information

Introduction. What is ITIL? Automation Centre. Tracker Suite and ITIL

Introduction. What is ITIL? Automation Centre. Tracker Suite and ITIL 1 Introduction The Information Technology Infrastructure Library (ITIL) aims to improve the management of IT services within the organization, for lowered costs, improved efficiency and productivity. But

More information

The CMDB: The Brain Behind IT Business Value

The CMDB: The Brain Behind IT Business Value Thought Leadership white paper The CMDB: The Brain Behind IT Business Value By Gerry Roy, Director of Solutions Management for BMC Atrium and BMC Service Support, BMC Software TABLE OF CONTENTS Executive

More information

Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk

Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk Improve service availability, mean time to repair (MTTR), and cross-team communications while

More information

BMC Service Assurance. Proactive Availability and Performance Management Capacity Optimization

BMC Service Assurance. Proactive Availability and Performance Management Capacity Optimization BMC Service Assurance Proactive Availability and Performance Management Capacity Optimization BSM enables cross-it workflow Proactive Operations Initiatives Incident Management Proactive Operations REQUEST

More information

Extend the value of your service desk and integrate ITIL processes with IBM Tivoli Change and Configuration Management Database.

Extend the value of your service desk and integrate ITIL processes with IBM Tivoli Change and Configuration Management Database. IBM Service Management solutions and the service desk White paper Extend the value of your service desk and integrate ITIL processes with IBM Tivoli Change and Configuration Management Database. December

More information

Simple Service Modeling FAQs TrueSight Operations Management (BPPM) versions 9.5 and 9.6 11/31/2014

Simple Service Modeling FAQs TrueSight Operations Management (BPPM) versions 9.5 and 9.6 11/31/2014 QUESTION: Where on the BMC Communities site can I find best practice guidance for creating custom KMs and importing them into BPPM 9.5 CMA? ANSWER: https://communities.bmc.com/docs/doc-31482 QUESTION:

More information

Address IT costs and streamline operations with IBM service request and asset management solutions.

Address IT costs and streamline operations with IBM service request and asset management solutions. 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

More information

Business 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 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 information

SOLUTION WHITE PAPER. Configuration Management Database (CMDB) Cornerstone of ITIL-based Integrated Service Support

SOLUTION WHITE PAPER. Configuration Management Database (CMDB) Cornerstone of ITIL-based Integrated Service Support SOLUTION WHITE PAPER Configuration Database (CMDB) Cornerstone of ITIL-based Integrated Service Support Table of Contents ABSTRACT...1 INTRODUCTION...2 CORNERSTONE OF SERVICE SUPPORT...2 SOLUTIONS THAT

More information

Company Overview. Enterprise Cloud Solutions

Company Overview. Enterprise Cloud Solutions 2016 Company Overview Enterprise Cloud Solutions ENTERPRISE CLOUD SOLUTIONS Unitas Global utilizes leading cloud technologies to optimize enterprise IT environments. By designing, deploying, and managing

More information

Introduction to ITIL: A Framework for IT Service Management

Introduction 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 information

How to make auto-discovery work; a dynamic data-driven alternative to the periodic trawl of Discovery and Dependency Mapping (DDM)

How to make auto-discovery work; a dynamic data-driven alternative to the periodic trawl of Discovery and Dependency Mapping (DDM) How to make auto-discovery work; a dynamic data-driven alternative to the periodic trawl of Discovery and Dependency Mapping (DDM) Look what people are saying, source Linkedin IT Service Management Forum:

More information

can you improve service quality and availability while optimizing operations on VCE Vblock Systems?

can 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 information

Software Testing Capabilities in BMC BSM Copyright 2011 Vyom Labs Pvt. Ltd.

Software Testing Capabilities in BMC BSM Copyright 2011 Vyom Labs Pvt. Ltd. Software Testing Capabilities in BMC BSM Agenda VyomLabs Testing Practice VyomLabs BMC Testing Assignments/Capabilities BMC Remedy Testing Life Cycle VyomLabs Testing Practice At A Glance People and Skills

More information

This document contains the following topics:

This document contains the following topics: Release Notification BMC Discovery Solution Version 8.1.00 December 18, 2009 This document describes the products and components contained in version 8.1.00 of BMC Discovery Solution. If you have any questions,

More information

IBM Tivoli Asset Management for IT

IBM Tivoli Asset Management for IT 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

More information

Software Asset Management on System z

Software Asset Management on System z Software Asset Management on System z Mike Zelle Tivoli WW IT Asset Management Marketing SAM in SHARE Project Manager mzelle@us.ibm.com Agenda Why Software Asset Management (SAM) The Discipline of Software

More information

Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service

Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service ITIL ITIL Foundation Summary ITIL and s Design s - Delivering value to customers in the form of goods and services - End-to-end ITIL Best Practice - Scalable and not prescriptive - Gathered from Users,

More information

Wilhelmenia Ravenell IT Manager Eli Lilly and Company

Wilhelmenia 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 information

BMC Remedyforce Asset Management. Frequently Asked Questions

BMC Remedyforce Asset Management. Frequently Asked Questions BMC Remedyforce Frequently Asked Questions Table of Contents BMC Remedyforce 2 Overview 2 Frequently Asked Questions 2 Definitions 2 1. What is Configuration Management? 2 2. What is IT? 2 3. What is a

More information

WHITE PAPER. iet ITSM Enables Enhanced Service Management

WHITE PAPER. iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management Need for IT Service Management The focus within the vast majority of large and medium-size companies has shifted

More information

Solution Brief and Key Features Datasheet

Solution Brief and Key Features Datasheet SMART Service Desk ITIL 2011 + ISO 20000 + SaaS www.smartservicedesk.com Solution Brief and Key Features Datasheet SMART Service Desk - IT Service Management Suite SMART Service Desk Service Management

More information

General Platform Criterion Assessment Question

General Platform Criterion Assessment Question Purpose: [E]nsure that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. (ST 4.3.1)

More information

ITIL, the CMS, and You BEST PRACTICES WHITE PAPER

ITIL, the CMS, and You BEST PRACTICES WHITE PAPER ITIL, the CMS, and You BEST PRACTICES WHITE PAPER Table OF CONTENTS executive Summary............................................... 1 What Is a CMS?...................................................

More information

Business white paper. Top ten reasons to automate your IT processes

Business 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

Awell-designed configuration management

Awell-designed configuration management Designing a CMDB that also functions as an asset management repository requires broader definitions of the configuration items included in a traditional CMDB. Follow these s to successfully scope and manage

More information

Pragmatic Business Service Management

Pragmatic Business Service Management Pragmatic Business Service Management Written by Quest Software, Inc. White Paper Copyright Quest Software, Inc. 2007. All rights reserved. This guide contains proprietary information, which is protected

More information

Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution

Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution The World s Most Widely Installed Help Desk and Asset Management Solution Key Benefits Easy to use! Gain full control of your IT assets, hardware and software Simplify software license management Save

More information

Se i o Pricing Document

Se i o Pricing Document Se i o Pricing Document This document details pricing structures and policies for ServiceNow. It includes information on the ServiceNow pricing model for standard packages as well as all options and add---ons.

More information

SACM and CMDB Strategy and Roadmap. David Lowe ActionableITSM.com March 20, 2012

SACM and CMDB Strategy and Roadmap. David Lowe ActionableITSM.com March 20, 2012 SACM and CMDB Strategy and Roadmap David Lowe ActionableITSM.com March 20, 2012 Disclaimer The strategy and roadmap information presented here is generic by nature and based on a highly hypothetical use

More information

Appendix D to DIR Contract No. DIR-SDD-2102. SYNNEX Corporation STATEMENT OF WORK / SUPPLEMENTAL AGREEMENT for <DIR CUSTOMER> END USER SERVICES

Appendix D to DIR Contract No. DIR-SDD-2102. SYNNEX Corporation STATEMENT OF WORK / SUPPLEMENTAL AGREEMENT for <DIR CUSTOMER> END USER SERVICES Appendix D to DIR Contract No. DIR-SDD-2102 SYNNEX Corporation STATEMENT OF WORK / SUPPLEMENTAL AGREEMENT for END USER SERVICES TABLE OF CONTENTS 1. Introduction... 3 2. Term of SOW...

More information

ITIL Roles Descriptions

ITIL Roles Descriptions 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

More information

Whitepaper. The Interlink Software Approach to. Service Configuration Management (SCM)

Whitepaper. The Interlink Software Approach to. Service Configuration Management (SCM) Whitepaper When the Only Constant is Change! The provision of a corporate-wide Configuration Management System (CMS) in a fortune 1000 organisation is not a trivial task, most organisations have grown

More information

E-Guide. Sponsored By:

E-Guide. Sponsored By: E-Guide Network Management Fundamentals Network management is a complex topic. In today's diverse networking infrastructure, the network has to handle more instances of unified communications, video, and

More information

How To Create A Help Desk For A System Center System Manager

How To Create A Help Desk For A System Center System Manager System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and

More information

Predictive Intelligence: Moving Beyond the Crystal Ball BEST PRACTICES WHITE PAPER

Predictive Intelligence: Moving Beyond the Crystal Ball BEST PRACTICES WHITE PAPER Predictive Intelligence: Moving Beyond the Crystal Ball BEST PRACTICES WHITE PAPER Table of Contents Introduction...1 Business Challenge...1 A Solution: Predictive Intelligence...1 > Dynamic Thresholding...2

More information

Enterprise ITSM software

Enterprise ITSM software Enterprise ITSM software About vfire vfire is an Enterprise level IT Service Management Software tool developed by Alemba. As the successor to VMware s Service Manager product (formerly infraenterprise),

More information

SOLUTION WHITE PAPER

SOLUTION WHITE PAPER 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

More information

Simplify and Automate IT

Simplify 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 information

A Symptom Extraction and Classification Method for Self-Management

A Symptom Extraction and Classification Method for Self-Management LANOMS 2005-4th Latin American Network Operations and Management Symposium 201 A Symptom Extraction and Classification Method for Self-Management Marcelo Perazolo Autonomic Computing Architecture IBM Corporation

More information

Managed Services. Enhance Profitability Mitigate Risk

Managed Services. Enhance Profitability Mitigate Risk Managed Services Enhance Profitability Mitigate Risk Enhancing Profitability and Mitigating Risk Gone are the days when the mere presence of Information Technology (IT) represented a competitive business

More information

How To Manage It Asset Management On Peoplesoft.Com

How To Manage It Asset Management On Peoplesoft.Com PEOPLESOFT IT ASSET MANAGEMENT KEY BENEFITS Streamline the IT Asset Lifecycle Ensure IT and Corporate Compliance Enterprise-Wide Integration Oracle s PeopleSoft IT Asset Management streamlines and automates

More information