Day 2 - ITSM - Maximo
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Maximo and ITIL Business Case Scenario Bill Adamson, Maximo ITSM Consultant-CEMASS IBM January 2008
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Transcript of Day 2 - ITSM - Maximo
Maximo and ITIL Business Case Scenario
Bill Adamson, Maximo ITSM Consultant-CEMASS IBM
January 2008
Asset & Service Management Solutions
Broad, best-in-class capabilities for managing the critical assets that drive the business.
Production &DeliveryEquipment
• Power generation equipment• Transmission & Distribution• Refineries, chemical plants• Manufacturing lines
TransportationAssets
• Rail, rolling stock• Utility Fleets• Over-road vehicles• Ships, aircraft
Facilities
IT Hardwareand Software
• Servers, laptops, network devices• Software configurations, licenses• Help desks
• Corporate buildings• Hotels, hospitals• Airports, government facilities
What do we mean by a “Service”?
OUTPUTSInformation
Finished Goods
Deliverables
By-Products
Waste
Components
PROCESS
Plans ProceduresFlowcharts
Rules
Policies
Regulations
Templates
Schedules
Diagrams/ Schematics
Instructions
ASSETS
Software
Applications
Equipment
Buildings
Machinery
Infrastructure
Tools
VehiclesHardware
PEOPLE
Users
EngineersAgents
ManagersCustomers
ContractorsThird Parties
Intermediaries
GovernmentAgencies
SERVICEINPUTSRaw Materials
ComponentsSub-Assemblies
Consumables
Resources
Data
Cash
4
80 to 85% of IT Departments
are here.
100% of Business Users want IT to be here
“Functional Parochialism” and
“IndividualPerformers”
Service Management maturity review
CHAOTICCHAOTIC
“Project Mgmt.Controls
Established”
REACTIVEREACTIVE
“External Integration”
VALUEVALUE
“Internal Integrationwith ResultsFocus”
SERVICESERVICE
“Internal Cooperationwith Process
Focus”
PROACTIVEPROACTIVE
Source: Gartner Group
IT leaders need to measure the real ways they and their departments are adding value to the business,
at every level.
IT people must be, fundamentally, business thinking people.
Today’s Real Service Challenges
James D. Wolfensohn
President of the World Bank
1995 - 2005
IT & TechnologyResources
BusinessInformal or Un-stated
Commitments
DataAsset Repository
Manual Discovery
Business Changes
IT Changes
IT Help Desk
Process and Technology
Management & Support
IT Monitoring
IT & TechnologyResources
Business
Informal or Un-stated
Commitments
DataAsset Repository
Manual Discovery
Data
Business Changes
Manual Discovery
Change Management
CMDB
Asset Management
Auto Discovery
IT Changes
Asset Repository
Service Level Objectives
Service Level Agreements
Operational Level
Agreements
IT Help Desk
IT Service Desk
Process and Technology
Management & Support
Underpinning contracts
3rd Level Support & suppliers
IT Monitoring
Proactive business services
monitoringIT Monitoring
IT & TechnologyResources
Business
Change Management
CMDB
Asset Management
Auto Discovery
IT Service Desk
Tivoli Service Request Manager
Proactive business services
monitoring
Service Level Objectives
Service Level Agreements
Operational Level
Agreements
Underpinning contracts
3rd Level Support & suppliers
IT & TechnologyResources
Business
Consolidated Service Desk
IT Service Desk
Ability to proactively support ALL Asset classes
Tivoli Service Request Manager
Service Level Objectives
Service Level Agreements
Operational Level
Agreements
Underpinning contracts
3rd Level Support & suppliers
Example Business Service: Financial Loans System
› The underlying IT infrastructure is critical to this business› Average quotation or loan request is $2500 › The organization process 150 orders per hour› If the supporting IT service is unavailable, $375,000 per hour is at risk
Setting up a successful Service Management strategy
The Business needs to deliver a service to its customers:Sales force need to process orders between 8am and 6pm, Mon-Fri.The business requires a 100% availability of ERP application during these times.Maximum accumulated outage of 5 hours per annum – 99.8% availability.
LOB & Service Level Managers Agree on Service Levels
IT is able to commit to and agree:Priority 1 status on all ERP and Sales application issues.Between 8am and 6pm, Mon-Fri : 3 minutes response and 1 hour fix.To deliver 99.8% service availability of ERP and Sales application.
IT Support
Bus Mgr
IT Infrastructure has to be visible by Service Desk
Magasinier
Users
Detailed knowledge of IT infrastructure
Browsing CI detailAggregate view in the CMDB
Aggregate data from several discovery tools
Auto Discovery
Service Desk
Manager
Service Request Raised
1
Investigation of incident
begins
Server Failure Impact on Business
Supervisor contacts the Service Desk Service Desk
proactively contacts all impacted users (call avoidance)
ERP Server goes down
Supervisor Receives E-mail confirmation of outage and what the status is.
Users have been logged out of the ERP application
2
34
5
6
Users
Service Desk
Supervisor
Bus Mgr
Maximo Incident Management Maximo Service Level Agreements
Check Knowledge Base
>> Quotation System Fault
We are experiencing problems with the quotation system, stay tuned to the bulletin board messages for regular updates
Create Bulletin Board Messages
!!!
1st Level Support Staff restore the service
The IT failure is preventing quotes being generated and thus having a direct impact on the business
The Service Desk discovers an excessive number of log
files. The log files are archived off and the server
is re-booted
ERP Users are now able to logon
Critical Business services are
restored
Bus Mgr
Users
Service Desk
SLA met!, IT responded within 3 minutes, and a fix was implemented within the hour
Supervisor
Business Services are restored
Incident Record is updated
Bus Mgr
Service Desk
SLA’s are maintained
Updated bulletin board Messages
>> Quotation System Fault
The Quotation system is now available.
Problem Management & Root Cause Analysis
A Problem ticket is raised and escalated to 2nd level
2nd level analysis establishes a possible root cause with the serverBus Mgr
Service Desk
Prob’ Mgr
Problem Management : Root Cause Analysis
Problem Management
Team
Problem Management
Service Desk
IT Team
Service Management meet with Business Management to discuss the situation
Business Users
Service Desk
A Request for Change will be raised
Business Users
IT Team
Service DeskLarger Capacity
storage array required
A RFC to be raised
Business and Technical approval needed
ChangeManager
C.A.B
1
2
3
ProblemManager
Change Management
Service Desk
Larger Capacity storage array
required
Approved
Service Desk
Requisition and Acquisition using Maximo Applications
ChangeManager
CIO
Finance
PR
Supplier
Procurement
PO
Change Management
Purchase Requisition
Purchase Order
Receiving, Change and Release
ChangeManager
Change Tasks planned
Release Management
Bus Mgr
Receiving Dock
Service Desk
Material Receiving
Prob’ MgrChange and Release Management
2nd level team update the Change and Problem tickets and
the Service Desk is informed
Bus Mgr
Service Desk
Change Mgr
Asset Management
IT and Business managers discuss the PIR and the enhanced business services.
CIOBus MgrChange Mgr
Users
Service Desk
IT technicians carry out further analysis to proactively resolve any future errors.
Incident ManagementIncident Management
Incident Management
Users
Service Desk
Bus Mgr
Supervisor
Maximo end‐to‐end ITIL Service Management
Problem ManagementChange Management
Release Management
Purchase RequisitionsService Level Agreements
Asset Management
• 1 web based platform
• 1 technology
• 1 CMDB instance
Service Request Incident Management
