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Transcript of 1 What’s Driving You Towards BSM Adoption? Aligning IT with business priorities Improving service...
1
What’s Driving You TowardsBSM Adoption?
Aligning IT with business priorities
Improving service to end users
Controlling IT costs
IT process improvement
Developing a proactive IT organization
Managing IT complexity
Making IT accountable and transparent
Building an IT team focused on service
Automation
Virtualization
Source: CIO Custom Solutions Group, Nov. 2007
Q1 FY09Q2 FY09
Simplifying the Service Management Product Portfolio
• Service Desk• Knowledge Tools
• Dashboard• Support Automation• CMDB with Cohesion
CA Service Desk Manager
Incident, Problem,Change Management
IPM Playbook
• Service Catalog• Service Accounting
• Service Assure• Service Metric Analysis
Service Level& Catalog Mgmt
• CMDB• Change Manager
• Software Change Manager
Change, Config &Release Mgmt
ITAM Playbook
• Asset Portfolio Management
• Software Compliance Manager
• Asset Intelligence• Asset Mgmt Collector
• Service Catalog
CA IT Asset Manager
IT Asset Management
ITCM Playbook
• Asset Management• Desktop DNA
• Patch Management• Remote Control
• Software Delivery• Asset Intelligence
CA IT Client Manager
IT Client Management
> Integrated Incident, Problem and Change Management
> Online self service and support automation
> Knowledge capture and reuse
> Audit trail for compliance needs
> Customer satisfaction surveys
> Management reports and dashboard
> Change impact analysis
> Root cause analysis
> Manage and visualize relationships between services and CIs
> Application dependency mapping
CA Service Desk Manager Overview
• Service Desk• Knowledge Tools
• Dashboard• Support Automation
• CMDB w/ app dependency mapping
CA Service Desk Manager
Incident, Problem,Change Management
IPM Playbook
> Process centric software change management
> Form and procedure automation
> Defect tracking
> Operational change management throughService Desk Manager
> Change impact analysis
> RFC to release lifecycle integration
CA Change, Configuration and Release Mgmt
• CMDB• Service Desk Manager
• Software Change Manager
Change, Config &Release Mgmt
> Full lifecycle IT asset management
> Vendor and contract management
> Financial management
> Software license compliance
> Asset catalog for requisition
> Non-intrusive inventory capability
> Seamless integration with Microsoft SMS
> Advanced analytics for decision making
CA IT Asset Portfolio Manager
ITAM Playbook
• Asset Portfolio Management
• *Software Compliance Manager
• Asset Intelligence• Asset Mgmt Collector
• *Service Catalog
CA IT Asset Manager
IT Asset Management
> Standardize and simplify request management
> Actionable catalog items
> Tracks entitlements through subscriptions
> Establishes and manages formal service contracts
> Align operational metrics to SLA’s
> Allows alignment and managementof cost, quality and value
> Better manages IT spend at thebusiness unit level
> Improves cost recovery capability
CA Service Level and Catalog Mgmt
• Service Catalog• Service Accounting
• Service Assure• Service Metric Analysis
Service Level& Catalog Mgmt
Service Desk Manager
> Incident/Problem/Change Integrations: Shared data model,
Common asset viewer Web based administration Web Screen Painter CA Workflow Service contracts
> Knowledge Tools Integrated architecture, UI and
administration Knowledge Report Card Action content
> Reporting Knowledge and self-service focused
metrics Additional filters
> Integration Integration with Support Automation Integration with SCM Others
10 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
Goals of the Role-Based Interface
> Improve navigation and usability
> Increase flexibility Utilize out-of-the-
box Roles
Create your own Roles
> Provide out-of-the-box Roles that align to best practices
> Reduce the need for customization
11 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
Change Order Schedule
> View upcoming scheduled change orders in a calendar-like interface
> Export to desktop calendar (iCal format)
> Integrates with Role-Based Interface
> Schedule Formats Month, Week, Day
N-Day
List
12 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
Reporting - CA Business Intelligence
> Full version of Business Objects XI Premium with Web Intelligence
Delivered out-of-the-box at no additional cost
A separate optional component install
> Included Business Objects Advanced Features
Schedule reports
Export to Excel, PDF, CSV
Modify graph types
Add filters, sorting and calculations
13 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
Enhanced Search Capabilities
> Knowledge Management now uses a 3rd party search engine to extend search capabilities
> Search a variety of content types Knowledge Documents
Attachments to Knowledge Documents
Files uploaded to the knowledge base
Requests, Incidents and Problems
External Repositories
> “Did You Mean” functionality
> Recommended Results
IT Asset Management
IT Asset Management (ITAM) is the management and reconciliation of the physical, financial and contractual lifecycle of IT assets to enable the delivery of cost-efficient, timely business knowledge to better manage and control the business and operational aspects of IT.
Fundamental IT Asset Management
> Tracking and reporting on assets Discovery and inventory/stock
Usage
> Proving ownership Contract, license and financial management
> Savings Harvest and re-use
Invoice reconciliation
Lease management
Software compliance
Convergence: ITAM and Service Desk Management
> Empower technicians to make more informed decisions with instant access to:
Contractual and licensing information
Audit/change history
Maintenance and warranty information
> Gain insight into the total cost of your IT assets by viewing all costs associated with your asset
base
> Leverage incident (performance) data to better negotiate with your vendors and suppliers
What Do Customers Want…
Service Desk Calls
KnowledgeDatabase
Centralized Knowledge Base
• Knowledge-driven support• Consistent, correct answers
to common problems• Online self-help
DesktopManagement
SupportAutomation
Change Management
Management Metrics
IncidentManagement
ProblemManagement
Root Cause
Desktop & Server Mgmt.• Asset discovery and
inventory• Remote control• Software & patch
deployment• Protect against
vulnerabilities• Automate system
migrations
Incident & Problem Mgmt.
• Detect & record• Classify, diagnose &
resolve• Monitor, track &
communicate• Analyze, develop &
implement fixes• Close incident, problems,
known errors & report
Change Management• Plan, prioritize, and
categorize• Analyze impact• Manage authorizations• Manage implementation
Management Metrics• Near real-time performance
indicators• Defined KPI’s• Drill down view of data • View business and operational
information
20 April 19, 2023 EITM Overview Copyright © 2007 CA
Service Availability Management
Network & Voice Management
Dynamic & Virtual Systems Management
DatabaseManagement
ApplicationPerformance Management
Recovery Management
Workload Automation
Change & Configuration Management
Service Level Management
Incident& Problem
Management
Application & PerformanceManagement
IT Asset& Financial
Management
Project & Portfolio Management
Information Governance
Identity & AccessManagement
Security Information
Management
Threat Management
UNIFIED SERVICEMODEL
Govern Manage Secure
Our Vision: A Modular Approach to Integrated IT Management