ITIL and Altiris ServiceDesk. Joseph Carson, Sr. Product Manager October 21, 2009

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1 ITIL and Altiris ServiceDesk Joseph Carson, Sr. Product Manager October 21, 2009

2 Agenda Altiris Portfolio Overview IT Lifecycle Management Service Framework Establish the Face of IT to the Business Automate IT and Business Processes 2

3 80/20 Rule of Management 22% Hardware and Software 78% Support and Maintenance Gartner March 2008: G

4 Effective IT Lifecycle Management Projects Service Support and Remote Assistance Transition and Migration Discovery and Inventory Backup and Recovery Contracts and Cost Analysis Monitoring and Reporting Symantec Management Platform Application Packaging and Virtualization Desktop Power Management Imaging and Deployment Patch Management and Compliance Endpoint Protection Intelligent Software Management 4

5 Endpoint Management Overview Service IT Server Client Asset Desk Management

6 Symantec Endpoint Management Technology Ecosystem Item Item Dell Management Console Dell Client Manager (Standard/Plus) Altiris Deployment Solution for Dell Servers HP Client Manager HP Client Management Essentials HP Proliant Essentials Rapid Deployment Pack Item Acer Client and Server Management Suite Item Altiris Deployment Solution for IBM Servers Item Support for VMware ESX deployment Integration with VMware Virtual Center 6

7 Silo s and segmented

8 Service Oriented Management Framework

9 Foundation of Managing Change Deploy System Manage Change Retire System Relationships Cost Center CMDB Hardware Information Operating Systems Department Location Visibility Control Remediation Software Applications (authorized/unauthorized) Configuration Settings Assets User Profile and Data Financial Information 9

10 Establish the Face of IT to the Business Symantec ServiceDesk is different than your traditional, reactive helpdesk ticketing system Broader process model & single informed point of contact Highly adaptable to a wide variety of service management needs Based upon industry accepted ITIL best practice recommendations Easy to use with out of box integration with other Symantec solutions 10

11 Core Functional Areas ITIL and Best Practice Processes Automation Design and Customize Altiris SDK Symantec ServiceDesk Incident Management Problem Management Change Management Release Management Self Service Knowledge Base Survey Notification/Processing Automation Rules Deliver Service Catalog Symantec Management Platform Web Services

12 Workflow requires no coding or scripting language Traditional Code/Scripting Language Symantec Workflow public class GenomeComparer : IComparer { public GenomeComparer() { } public int Compare( object x, object y) { if (!(x is Genome)!(y is Genome)) throw new ArgumentException("Not of type Genome"); if (((Genome) x).fitness > ((Genome) y).fitness) return 1; else if (((Genome) x).fitness == ((Genome) y).fitness) return 0; else return -1; } } 12

13 Operational flows Compliance scan finds missing patch Security Patch Compliance Process Ticket opened, approvals are routed Patch or firmware is deployed using tools of choice System rescanned, prove compliance, ticket closed 13

14 Workflow intuitive forms design for user interfaces 14

15 Incident Management behind the scenes workflow model 15

16 Incident Management user self help 16

17 Incident Management process view to work the ticket 17

18 Change Management forward schedule of change 18

19 Automating IT and Business Processes Workflow enforces business process Reduces risk by removing manual, errorprone, human intervention tasks Improves compliance because people are accountable for adhering to policies Supports best practices by ensuring IT efficiency and aligning IT and the business Reduces operational expenditures 19

20 Symantec Endpoint Solutions Benefits Reduce Total Costs Reduce Complexity Focus on Critical Business Initiatives Automate time consuming and mundane tasks Reduce costs of Gain visibility into all the endpoints Take action from within reports/dashboards Deployment Get information to IT and decision makers Management Securing Troubleshooting Increase Security Align process, people and technology Free IT to focus on strategic business initiatives Drive business 20

21 Thank You Joseph Carson, Sr. Product Manager Copyright 2008 Symantec Corporation. All rights reserved. Symantec and the Symantec Logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners. This document is provided for informational purposes only and is not intended as advertising. All warranties relating to the information in this document, either express or implied, are disclaimed to the maximum extent allowed by law. The information in this document is subject to change without notice.

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