IT Service Management aus der Cloud

Transcription

1 IT Service Management aus der Cloud V05_10/1

2 SolveDirect! " Who we are SolveDirect is the expert for smart service integration! " What we offer Cutting-edge solutions: easy and affordable integration of the entire service chain and extensive automation of service processes! " What is your benefit - Gain competitive advantages: Cut costs Save time Enhanced management oversight High flexibility and scalability Improved service quality Use your own systems 2

3 Leading ITSM Platform for Smart Service Integration! " Integration of all partners within one service process on the world s largest SaaS IT service management platform SaaS Software as a Service 3

4 The Challenge - Improving Business Processes Internal business! "organizational changes! "fragmented workflows! new "less technologies transparency! "new technologies! " time to market External business (vendors, customers,...)! "diverse tool landscape! "dynamic relations! "inefficient communication! "constant changes Increasing Process Complexity The lack of a B2B strategy results in high cost in processes, tools and IT 4

5 The Right Solution for Your IT Service Management B2B Integration - SolveDirect BRIDGE Connect all partners and systems via one central hub to ensure continuous workflows, effective communication and accelerated service processes. SaaS Service Desk SolveDirect SD! Flexible solution for efficient Incident, Problem, Change, Release, Configuration und Service Level Management with integrated reporting. Enterprise ITSM - SolveDirect CUBE All-in-one solution for efficient Enterprise Service Management enabling comprehensive service automation and detailed management oversight. 9

6 Smart B2B Integration to Save Costs and Time The old way SolveDirect way 1 2 Your company Custom-built service connection Your service partner Your company 3 4 Individual connection 1:1 Per implementation ~ 4 months! "Fragmented transactions/workflows! "Inconsistent data! "Costly changes! "Time-consuming implementation! "Difficult reporting Central hub 1:n Per implementation ~ 4 weeks! " Quick integration Established connectors! " M:N Workflow Mapping fully automated! " Data consistency and enrichment! " No programming necessary! " Integrated real-time reports 10

7 One Tool for all Service Desk Users for optimized processes! "All participants in the service process can be integrated active or passive! "Applications and systems are involved in the process effectively SolveDirect SD! Enduser 1st level 2nd level Mobile technicians External partners (online) Systems Call open from external systems Access to other applications in real-time Data import and export 14

8 Satisfied Customers SolveDirect SD! SolveDirect SD! provides an perfect balance between flexibility and stability. The now possible measurement of service level agreements and the significant reports allow us a detailed overview of our services. Herbert Wunsch, Manager Enterprise Enabling Infrastructure The mature solution of SolveDirect, which is automating not only the Asset-administration but also the Service Management and is available on demand 24/7, convinced us. Wolfgang Schirmer, manager communication systems After an intensive evaluation of the market we chose SolveDirect SD! which convinced us completely. The flexible and continuous configuration and control options facilitate a fast and efficient reaction to new requirements. Johann Schartner, Managing Director 16

9 Enterprise ITSM Integrated Information. Better Decisions.! " All-in-one Enterprise Solution Extensive B2B integration, overall service automation and detailed management oversight SolveDirect CUBE! " 360º Continuous Control Real time KPIs at a glance within one single dashboard view! " Your value: Efficient management of the entire service chain with one solution All systems and partners integrated Completely automated processes No need to standardize all tools 18

10 Challenges and Barriers! " Security could improve due to centralization of data, increased security-focused resources, etc., but concerns can persist about loss of control over certain sensitive data, and the lack of security for stored kernels. Security is often as good as or better than under traditional systems, in part because providers are able to devote resources to solving security issues that many customers cannot afford. Providers typically log accesses, but accessing the audit logs themselves can be difficult or impossible. Furthermore, the complexity of security is greatly increased when data is distributed over a wider area and / or number of devices.! " Data and Application Interoperability is one of the major achievements of Cloud Computings and service oriented architectures. Still there is a lack of widely accepted standard methods. Different industry driven communities support various models.! " Data and Application Portability is one of the major requirements of Cloud Comuting clients. The ability to keep data portable between Cloud Applications and from and to on-premise applications is an acceptance factor for Cloud Computing.

11 Challenges and Barriers! " Governance and Management is typically with the provider of Cloud Computing. Clients demand a high level of transparency and standardized policies.! " Metering and Monitoring of Cloud Applications is basically in the responsibility of the Cloud Application provider. The client has to be able to access its specific indicators to monitor quality and performance.

12 Cloud Application, Platform, Infrastructure! " Cloud application services or "Software as a Service (SaaS)" deliver software as a service over the Internet, eliminating the need to install and run the application on the customer's own computers and simplifying maintenance and support.! " Cloud platform services or "Platform as a Service (PaaS)" deliver a computing platform and/or solution stack as a service, often consuming cloud infrastructure and sustaining cloud applications. It facilitates deployment of applications without the cost and complexity of buying and managing the underlying hardware and software layers.! " Cloud infrastructure services, also known as "Infrastructure as a Service (IaaS)", delivers computer infrastructure- typically a platform virtualization environment - as a service. Rather than purchasing servers, software, data-center space or network equipment, clients instead buy those resources as a fully outsourced service.

13 From Public to Private! " Public cloud Public cloud or external cloud describes cloud computing in the traditional mainstream sense, whereby resources are dynamically provisioned on a fine-grained, self-service basis over the Internet, via web applications/web services, from an off-site third-party provider! " Community cloud A community cloud may be established where several organizations have similar requirements and seek to share infrastructure so as to realize some of the benefits of cloud computing.! " Hybrid cloud A hybrid cloud environment consisting of multiple internal and/or external providers.! " Private cloud Some vendors have used the terms to describe offerings that emulate cloud computing on private networks. They have been criticized on the basis that users "still have to buy, build, and manage them" On Promise / Internal The Cloud Public/ External Private/ Internal Hybrid Off Promise / Third Party

14 SolveDirect is a Cloud Application! " The SolveDirect Application is delivered as software as a service over the Internet, eliminating the need to install and run the application on the customer's own computers and simplifying maintenance and support. Application and Data is not operated by the client but by SolveDirect out of data centers. Access to application, functions and interfaces is via the internet! " The user acces the SolveDirect online functions via a web browser - device and location independent! " The SolveDirect application is multi tennant, providing ressource sharing to the clients.! " The SolveDirect infrastructure is scalable, sizing is in the responsibility of SolveDirect! " The SolveDirect licence model provides low initial costs and focus on an operational cost model.! " The performance of the SolveDirect platforms is monitored and an important part of the service level provided to our clients.! " The SolveDirect Security Policy and measures are part of the SolveDirect product! " The maintenance of the SolveDirect Application, Platforms and Infrastructure is in the responsibility of SolveDirect. The clients concentrate on their business processes! " SolveDirect monitors the application and infrastructure providing metering reports to the clients.

15 The architecture of the SolveDirect platform is based on 6 layers Customer Use Application Manage Data Customize (1) SD Application Usage Data Management Customization Delivering Service and Support SolveDirect Project+ Support SolveDirect Service Level Plan-Build-Operate (2) SD Application Software (3) Middleware Webserver Application Server Load Balancer Mail Server / FTP Server Businessgraphic-Library/ SOAP Server Backup Software/ Java RTE Database/ JMS-Server Intrusion Detection System (4) Operating System Platform Linux Debian Clustermanagement Firewall Managing the SD.platform: Incident Problem Change Release Configuration Capacity Continuity Availability Security SolveDirect Development SolveDirect Technical Operations (5) Server Hardware + Network (6) Housing Datacenter Access Control / Power Supply / Internet Access direct to the Backbone Fire extinguishing System / Air Condition Operation Data Center contracted 36

16 Questions? Please ask! " Martin Pscheidl Sales Director M: E: " SolveDirect Service Management GmbH Karl-Farkas-Gasse Wien, Österreich or look at