The Role of Service Catalog in IT Asset Management. Faisal Faquih Khalid

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Colin Perry
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1 The Role of Service Catalog in IT Asset Management Faisal Faquih Khalid

2 Terms of This Presentation This presentation was based on current information and resource allocations as of October 2009 and is subject to change or withdrawal by CA at any time without notice. Notwithstanding anything in this presentation to the contrary, this presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. The development, release and timing of any features or functionality described in this presentation remain at CA s sole discretion. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA will make such release available (i) for sale to new licensees of such product; and (ii) to existing licensees of such product on a when and if-available basis as part of CA maintenance and support, and in the form of a regularly scheduled major product release. Such releases may be made available to current licensees of such product who are current subscribers to CA maintenance and support on a when and if-available basis. In the event of a conflict between the terms of this paragraph and any other information contained in this presentation, the terms of this paragraph shall govern. 2 October 2009 Role of Service Catalog in IT Asset Management Copyright 2009 CA

written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product.

3 For Informational Purposes Only Certain information in this presentation may outline CA s general product direction. All information in this presentation is for your informational purposes only and may not be incorporated into any contract. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document as is without warranty of any kind, including without limitation, any implied warranties or merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, lost investment, business interruption, goodwill, or lost data, even if CA is expressly advised of the possibility of such damages. 3 October 2009 Role of Service Catalog in IT Asset Management Copyright 2009 CA

CA assumes no responsibility for the accuracy or completeness of the information.

4 The Role of Service Catalog in IT Asset Management > This session will focus on a discussion and review of use cases of request and subscription management supporting a comprehensive IT Asset Management solution. Use cases such as employee on-boarding and equally important off-boarding show the connection between the business focused service requirements supported by asset management. We will also discuss the different requirements associated with the requestto-fulfillment asset life cycle of hardware versus software assets. Considerations related to automatic versus manual process will also be discussed. 4 October 2009 Role of Service Catalog in IT Asset Management Copyright 2009 CA

Use cases such as employee on-boarding and equally important off-boarding show the connection between the business focused service requirements supported by asset

5 Agenda > Why have a catalog component in ITAM? > Request to Fulfillment example > Automated Asset Allocation Looking for Input > Request for Beta Participation 5 October 2009 Role of Service Catalog in IT Asset Management Copyright 2009 CA

IT Asset Manager Strengths Request Management USD/CMDB Integration Software Compliance Service Catalog Provides asset request transparency with a browserbased interface that indicates assets

7 IT Asset Manager Strengths Request Management USD/CMDB Integration Software Compliance Service Catalog Provides asset request transparency with a browserbased interface that indicates assets available for request with a description in business terms. Asset Fulfillment Price, quality and fulfillment expectations are communicated. Fulfillment is automated (including approvals and associated environment change orders) and fulfillment status/notification is provided. OOTB Workflow Content Actionable workflow accelerates time-to-value and enables customers to implement asset request/fulfillment lifecycle. Shared Objects/Data between applications Deep integration with common data elements to eliminate duplication and synchronisation issues. Common Auditing Enables governance across the solution platform, ensuring that authorised users can view the full change history of configuration item / asset. Launch in Context Provides a 360 degree view of configuration items / assets from a service, financial or lifecycle point of view to provide the greatest visibility and support informed decisions. Software Compliance Engine Correlates discovery data with licensing information and automatically calculates compliance for complex license models. Inventory Integration and Interpretation Automatically interprets discovery data from 3 rd party tools, identifying licensable software products relevant to compliance and filtering out the noise. Maintenance Calculator Automatically calculates forward and backward coverage associated with software maintenance. 7 October 2009 Role of Service Catalog in IT Asset Management Copyright 2009 CA

Fulfillment is automated (including approvals and associated environment change orders) and fulfillment status/notification is provided.

8 Why Request Management? > Simplify interactions Simple interface to manage requests for assets and services > Unify interaction steps to: Request Fulfill > Provide transparency of requested assets or services, associated costs, expected fulfillment and committed quality 8 October 2009 Role of Service Catalog in IT Asset Management Copyright 2009 CA

Unify interaction steps to: Request Fulfill > Provide transparency of requested assets

End User View Business View Request Subscriptions Blackberry Service Allocation /

Provisioning IT View 9 October 2009 Role of

10 Service Delivery Solution Flow 10

11 Demand Management: Service Catalog > Publish catalog of services > Subscribe services for Org. Unit > End user web store for requests > Personalise > Manage expectations End-User Requests Role-based access Browse request information Request tracking Webstore look and feel Automated request fulfillments and approval Integration with UAPM for inventory information Service Desk Integration Predefined Business Services Predefined business services Best practice workflows Customisable Import/export content SLA and Cost information 11 October 2009 Role of Service Catalog in IT Asset Management Copyright 2009 CA

tracking Webstore look and feel Automated request fulfillments and approval Integration with UAPM for inventory information Service Desk Integration

12 Simple Interactions IT manages demand while business units help control costs by selecting the level of asset and services to which they are subscribed 12 October 2009 Role of Service Catalog in IT Asset Management Copyright 2009 CA

and services to which they are subscribed 12 October 2009

Sneak Peak at Updated Forms Capabilities 16 October 2009

31 Open Discussion > Would you automate asset allocation? > Would you automate based on location? > Would you automate based on price/cost? > Would you automated based on role? > Would you automate based on policy/rules? > Would you support in process cancel of asset request? > Would you like an asset recovery ootb service template? > Other discussion points.? 31 October 2009 Role of Service Catalog in IT Asset Management Copyright 2009 CA

33 R12.5 Beta for CA Service Management > Beta opportunity for CA SDM, CA ITAM, CA Service Catalog and CA Service Accounting All together and/or independently Onsite or Betas-on-Demand > Beta registration at: <website TBD> > Looking for: Feature/Function Validation Ready for Production References 33 October 2009 Role of Service Catalog in IT Asset Management Copyright 2009 CA

Change for the Better: Improved Productivity via CA Service Desk Manager

Change for the Better: Improved Productivity via CA Service Desk Manager Drive Business Value with Service & Portfolio Management PS105SN Change for the Better: Improved Productivity via CA Service Desk