Maximo ITSM Product Suitemaximo.ae/presentations/Day 2 - ITSM - Maximo ITSM Product Suite by... ·...
Transcript of Maximo ITSM Product Suitemaximo.ae/presentations/Day 2 - ITSM - Maximo ITSM Product Suite by... ·...
MAXIMO and TIVOLI• Traditional Maximo Service desk (ITSM)
– NOW! Tivoli Service Request Manager TSRM
• Maximo IT Asset Management– NOW! Tivoli Asset Management for IT TAMIT
Add On:– Change Management– Service Level Management– Contract & Procurement Management– Auto Discovery of Configuration Items (CI’s)
• NEW! CCMDB
Maximo – A Unified Platform to align IT with the Business Goals
Maximo enables IT organizations to manage, on a unified platform, the critical IT business processes require to deliver the services at the appropriate cost
BusinessGoals
Alignment
Metrics
Commitments
Agreement
Measurement
Key Differentiators of TSRM &TAMITService Catalog
A clearly defined catalog of Services
Can associate and view associatedAssets, Tickets, Changes, SLA’s
A foundation of the ITIL framework
Resource Mgmt, Scheduling, and Costing data are core elements
Ability to tie expenses to a GL Account
Purchasing & Receiving included & integrated
Robust Contract Mgmt
Business Oriented Approach
Configuration Mgmt
Robust configuration hierarchyComponents and sub-assemblies
Item Masters with specifications
Acceptable alternates
Native KPI graphs and KPI lists
Graphical results lists
Can “drill” into graphics for underlying data and histograms
Situational awarenessDelivers proper information to the right person, the way they need to see it
Executive Dashboards
IntegrationMaximo Enterprise Adapter (MEA)
Product Integrations to multiple ERP versionsStandards based integration frameworkE-mail based integrations for rapid assimilation to Network Management Systems and other IT infrastructure tools
Maximo FusionOut of the box adapters to leading auto discovery tools
Complete IT Service Management Solution
Only system with the ability to draw a circle around ALL your assets and connect them through a unique service management approach
Unified Platform
ArchitectureBuilt on J2EE Standards
SOA and Web Services for interfaces
HTML for user interface
XML for messages and configurations
Graphical Workflow & Escalation Design
Custom Business Rules
Support for process standardization with variation and revisioning.
Business Process Mgmt
Key Differentiators of TSRM & TAMIT
Incident
Problem
Change
Release
Configuration
CMDB
IncidentsGlobal Issue
Failure Reporting
ProblemsKnow Errors
Solutions
ChangesJob Plans
ReleasesDependency
Projects
CI’sRelationshipsItem Master
Systems
Service Request
Work LogCommunications
Maximo ITIL Compliance
• Overlying principle…help the requester help themselves thereby raising the level of service provided to the customer
– Submit SR– Review and add to existing SR’s– Search Solutions for self help– Single point of contact and reference with the Service Providers
• Activities
– Search Solutions / FAQ and request service– Status and updates via email
• Interacts with
– Incident and Change Management (underpinned by SLA)
Self Service
“Access to solutions for quick identification of possible resolutions before requesting service”
Incident Management“Restore Service As Quickly As Possible”
• Easily capture and classify issues with a consistent process to– Promote and resolve new tickets (investigation/diagnosis)– Process incident for all IT resources with common or critical impacts to
resolve deviation from expected behavior (business service impact)
• Activities– View New Incidents – Work View– Quick Entry – auto-fill, templates– Time tracking / Promotion & Relation of tickets– Easily Accessible and Configuration
• Communication Templates• Interactive Workflow
• Interaction with– Problem and Change Management (underpinned by SLA)– Visibility of CI (Authorized/Deployed and Reconciliation results)
Problem Management“Find the root cause, prevent tickets”
• Prioritize processing for appropriate use of resources by proactively identify and resolve problems (problem and error control)
– Classify and document workaround/resolution (global issues)
• Activities
– Escalate or promotion of incidents (directly or based on trending analysis)– Promote to change as indicated by known error solution
• Interacts with
– Change and Release Management (underpinned by SLA)– Visibility of CI (Authorized/Deployed and Reconciliation results)– Access to IT asset details/processes (user/location information, IMAC,
Contracts, Procurement), and work order management (skills, labor, tools, materials)
Change Management
• Standardize and increase velocity of changes (decreasing the detrimental impact).
– It is about a controlled and understood process that includes 1 or many stages of planned modifications to the IT infrastructure inline with the supporting business goals
• Activities
– Overall view of tasks and resources – identify, assess and classify RFC– Affected organizations/locations/CI’s – planning and scheduling– Approvals and asset updates – implementation reviews
• Interacts with
– Incident (underpinned by SLA)– Visibility of CI (Authorized/Deployed and Reconciliation results)– Access to IT asset details/processes (user/location information, IMAC,
Contracts, Procurement), and work order management (skills, labor, tools, materials)
“Plan and control implementations”
Release Management“Manage hardware and software roll-outs”
• Management of authorized versions or configuration of assets into a production environment
• Activities
– Identify and Classify Releases and dependencies (hierarchical)– Planning and Scheduling of Rollout– Manage and control the release cycle through workflow and the update of the
CMDB– Release policies– Release design– Build procedures– Files for release
• Interacts with– Hierarchical interacts with Change and Incident Management (underpinned by
SLA)– Visibility of CI (Authorized/Deployed and Reconciliation results)
Configuration Management“Maintain the operational and configuration state of the IT infrastructure”
• Management of the authorized and deployed aspects of IT infrastructure elements, both from the CI and the Asset disciplines
• Activities– Control and Planning– Verification and Auditing– Maintenance and Status– Cost Control– License management – Use and Service Support
• Interacts with– All processes
One more key concept…ITIL does not include the words “ASSET MANAGEMENT”
IT people focus on “Configuration Items” (CI’s) that are stored in the Configuration Management Database (CMDB). Think “Rotating Asset” – an Asset that has a profile with standard attributes. Not consumables (spare parts).
ITIL Definitions
CI: Component of an infrastructure, that is under the control of Configuration Management. CI’s may vary widely in complexity, size and type, from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component.
CMDB: A database that contains all relevant details of each CI and details of the important relationships between CI’s.
FINANCIAL
Purchase price
Vendor
Depreciation and tax information
How do we define corporate IT assets ?
• IT asset management is the cohesive merging of the physical, financial and contractual attributes of IT assets to:
– Manage assets cost-effectively– Minimize liability and risk associated with the assets– Facilitate effective planning and budgeting16
CONTRACTUAL
Lease terms
Warranty information
Software license terms
PHYSICAL
Hardware information
Software information
Location, user, cost center
IT Asset Management Lifecycle
• Procure based on standards• Create and route purchase orders• Use catalogs• Integrate with ERP systems
Service Mgmt
Asset Mgmt
Procurement
Work Mgmt
Contract Mgmt
MaximoIT Asset
Management
Asset Discovery
• Asset tracking • Installs, moves, adds, changes • Reconciliation/Audit• Extend IT AM beyond computing resources (data center facilities, power, etc.)
• Work planning and scheduling• Skills, labor, and inventory management• Service plans and cost management
• Contract Terms & Conditions• Notifications• Software Contracts • License Compliance
• Desktop Discovery• Server Discovery• z Platform Discovery• Software License Usage• Deep Network Device Discovery• Storage Device Discovery
• CMDB• Support service desk with asset configuration data• Service Impact Management
Financial Mgmt
• Budgets **• Purchase/Lease Cost Tracking• Work/Service Cost Tracking• Usage Accounting • Total Cost of Ownership**
** plan line item
Procurement Management
• End-user self service applications
• Primary functions include:– Request For Quotations (RFQ’s)– Purchase requests– Purchase orders– Asset receiving and registration– Purchase catalogs – Invoices– Terms and conditions templates
• Supports e-business transactions (with optional E-commerce Adaptor)
ProcurementManagementProcurementManagement
Contracts Management• Primary functions include:
– Master Contracts– Purchase agreements– Lease/rental agreements– Software contracts– Warranty contracts– Labor contracts– Payment schedules– Terms and conditions templates
• Unified with ITSM and ITAM life cycle management functionality
ContractManagement
ContractManagement
Inventory Management• Primary functions include:
– Item Masters– Service Items– Stocked Tools– Issues and transfers– Stockrooms – Inventory levels of assets and items
• Support Asset receiving (from procurement)
• Support Items and Assets cost distributions (for financial management)
• Support asset replenish processes
InventoryManagementInventory
Management
SLA’s Primary Functionality• Supports management of Service Catalogs
– What Services are being provided?– What assets make up and/or are targeted by the Service?
• Service Level Agreements (SLAs)
– What are the Commitments that are in place with the Customer (internal or external)?
– What processes should be monitored and what preventive countermeasure escalations are associated?
– How do SLAs relate to one another?– What is my performance related to SLA compliance?
• SLAs can be applied to any record in TSRM• Unified with all service processes and TAMIT• Leverages MXES escalation, notification, and workflow engines• Proactive monitoring of business commitments via KPI’s
SLAManagement
SLAManagement
SLA application use…“encapsulate the business goals as they apply to the IT infrastructure, to ensure that critical business services are maintained and improved over the duration of these agreements.”
SLA must be:
• Reasonable• Appropriate• Measurable• Achievable• And incremental
Service Level Management
CMDB• itSMF defines CMDB:
“All detail and relationship information about Configuration Items (CI’s) should be held in a single place. This single repository of information will be accessed across the Service Management processes and is a major driver of consistency between the processes”
• By definition, the TSRM Database is IBM’s CMDB. All ITSM processes (as well as TAMIT and Work Order Management processes) “access” the same and only repository in the TSRM & TAMIT suite
• Also by definition, TAMIT manages all CI definitions and their relationships in the Maximo Database
CMDBCMDB
CMDB• All asset details
– Users, custodian, location, relationships, manufacturer
• Contracts– Software contracts– Hardware leases & warranties
• Procurement details and annual costs• Service history• IMAC• Downtime/Availability• Etc
CMDBCMDB
• Identification, Assessment and Authorization
• Classify Solutions (FAQ, Known error, work-round, solution, knowledge)
• Maintenance of knowledge through the use of workflow
Ties to other processes:- All processes are tied into Knowledge
Knowledge base
• No specific Availability Application (out of the box)
• Meters used to record specific Availability measures, such as downtime.
• KPIs used to calculate service level Availability metrics
• Escalations and Workflow used to monitor and proactively notify
Availability Management
Configuration
• Screen Configuration– Personalization
• Start Center• KPIs
– Multi-language• on one MXES
instance!
• Business Process Configuration
• Database Configuration
Business Process Automation• Workflow and monitor any
Maximo object– Escalate
• Monitor and escalate anycondition
– Route• Process workflow• Multi-level approvals
– Interact• Context-based
interactions• Input driven screens
Integration
• Maximo Enterprise Adapter– Integrate any Maximo object– Dynamic Web services– Pre-built integration points
• Assets, Locations, Work Orders, Service Requests …
– Pre-built integrations to• SAP and Oracle
• Maximo Fusion now IBM Composer– Integrate Asset Center with any IT asset discovery
tools– Pre-built integrations to:
• SMS, Altiris, Radia, Tivoli…
Asset Management
Work Mgmt Incident
Problem
Materials Mgmt
Procurement
Change
Release
Configuration
Safety
Cost Planning & Scheduling Resource Management Preventative Maintenance
Contract Mgmt
CMDB
PR’s, PO’sRFQ’s
InvoicesReceipts
InventoryThresholds
ToolsStoreroomsConditions
LeasesWarrantiesPurchase
LaborMaster
Work OrdersActivitiesJob Plans
IncidentsGlobal Issue
Failure Reporting
ProblemsKnow Errors
Solutions
ChangesJob Plans
ReleasesDependency
Projects
CI’sRelationshipsItem Master
Systems
Production Assets IT AssetsFacility Assets Transportation Assets
Service Request
Work LogCommunications
Service Management
Service Catalog SLA’s OLA’sService DeskSelf Service
HazardsPrecautions
Plans
Rep
orti
ng
and
Gov
erna
nce
The Business: (Missions, Goals, Customers, Users)
Tivoli Service & Asset Enterprise Suite