Service Management: A Time for Change
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Transcript of Service Management: A Time for Change
Service Management:A Time for Change
Brian Bell
SVP, General Manager CA Service Management
Service Management:A Time for Change
Kris Brittain
Research Vice President Gartner, Inc.
IT Is Moving Toward More Holistic Approach To Service Management
Incident handling
Finger-pointing Change risk guessTechnical focus
Root cause analysisImpact analysisService focus
Labor-intensive
Prevent incidents
Self-service
Change Management
Problem ManagementCMDB
Knowledge Tools
Support Automation
Service Catalog
Yet IT Still Sees Piecemeal Multi-Product Approach From Vendors
> Complex licensing, nickeled and dimed to assemble enterprise-class solution
> Excessive field integration and customization raises cost, prevents migration
> Long training ramp-up produces skills that walk out the door
Tools andProcesses
Tools andProcesses
Tools andProcesses
Tools andProcesses
Tools andProcesses
Tools andProcesses
Tools andProcesses
Change Management
Problem ManagementCMDB
Knowledge Tools
Support Automation
Service Catalog
CA Unicenter Service Desk
Former Products
CA Unicenter Knowledge Tools
CA Unicenter Support Bridge
CA Service Desk Dashboard
CACMDB
CA Cohesion
CA Unicenter Asset Portfolio Mgmt
CA Unicenter Asset Management
CA Unicenter Asset Intelligence
CA Unicenter Desktop Migration
CA Unicenter Software Delivery
CA Unicenter Remote Control
CA Unicenter Desktop DNA
CA Service Catalog
CA Service Accounting
CA Service Assure
CA Software Change Manager
CA IT Asset Management(discovery)
CA Mobile Device Management
New Unified Products Simplify Solution Delivery
CA IT Asset Manager
CA Service Desk Manager
CA IT Client Manager
CA Service Desk Manager
CA IT Asset Manager
CA IT Client Manager
New Unified Products Simplify Solution Delivery
TIME-TO-VALUE TOOLS:
■ Playbooks ■ Green Books ■ Productivity Accelerators
Fixed-price,rapid implementation options
DEPLOYMENT PLAYBOOKS:
Repeatable Methodology
Enhance and Accelerate Value:Deployment Playbooks for Services, Partners
NEED TIME-TO-VALUE TOOL
Service Management Solution Requirements Specification
Rapid Implementation Service Offerings with fixed-price and 60-90 day time-to-value
Understand how and whyfor integration, configuration
CA GREEN BOOKS:
Detailed Implementation Guides
Enhance and Accelerate Value:CA Green Books for Customers
NEED TIME-TO-VALUE TOOL
Enhance and Accelerate Value:CA Productivity Accelerators for Users
Institutionalize process and tool skills
CA PRODUCTIVITY ACCELERATORS:
Contextual Self-Training
NEED TIME-TO-VALUE TOOL
New: CA Service Desk Manager r12
> Unification
> Change calendar
> Analytics
> Roles-based
> Multi-tenancy
Accelerate value and lower total cost of ownership
New CMDB Capabilities in Service Desk Manager r12
> Visualizer
> Potential change impact
> Root cause analysis
> CI Versioning
> CMDBf standard
Empower change and problem management
ApplicationPerformance Management
Data CenterAutomation
ITGovernance
Service Management
EITM Business Service Integrations Deliver Cross-IT Automation
New CA offering:
Manage Infrastructure as an IT Service
Infrastructure Management
Security Management
New CA offering:
Identity and Access Mgmt as an Automated Service
13
Summary: What’s New?
> New approach to simplify holistic service management Unified products
Rapid Implementation Service Offerings backed by CA Deployment Playbooks
CA Green Books
CA Productivity Accelerators
> New CA Service Desk Manager r12 Includes new CA CMDB r12
> New EITM Business Service Integrations Identity and Access Mgmt as an Automated Service
Manage Infrastructure as an IT Service
Service Management:A Time for Change
Harry K. Butler III
IT Project Manager Elbit Systems of America
15 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
Incident, Problem, Change Management
> Incident Leveraging Self Service Capabilities
Integration with Event Monitoring solutions for auto-incident creation
Beginning to leverage Knowledge creation and management
> Problem Leveraging integration with Incident, Change and CA CMDB
for analysis of problems
Determining Root Cause Analysis based upon historical analysis and leveraging the CA CMDB for information on affected CIs
15 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
16 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
Incident, Problem, Change Management
> Change Managing Infrastructure Changes via the CAB
Incorporating Standard, Minor, Major and Emergency change processes with all of IT
Leveraging the CA CMDB to understand Potential Risk associated with the change BEFORE the change!!!!
Leveraging Change Management to update the CA CMDB once authorized
16 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
Service Management:A Time for Change
Richard Carlson
Vice President of TechnologyPSR Associates
18 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
About Elbit Systems of America
> Elbit Systems of America is a leading provider of high performance products and system solutions focusing on the defense, homeland security, commercial aviation and medical instrumentation markets.
> Locations throughout the United States
> Elbit Systems of America, LLC is wholly owned by Elbit Systems Ltd. (NASDAQ: ESLT)
> 10 years with CA Products
19 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
About PSR Associates
> Founded in Atlanta, Georgia in 2003, PSR Associates is a project-based, information consulting and staff augmentation services organization, focusing on the media and entertainment, telecommunications/ wireless, financial, and consumer products markets
> Locations: Atlanta, Tampa, DC, and Birmingham
> Customers in all Industries with a emphasis on Broadcasting and Media
> Geography includes United States and Canada
20 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
PSR Associates CA Solutions
CA Service Management Products
CA Service Desk Manager
– CA Service Desk
– CA Knowledge Tools
– CA SupportBridge™
– CA CMDB
CA IT Client Manager
– CA Asset Management
– CA Software Delivery
– CA Remote Control
– CA Asset Intelligence
– CA Patch Management
Service Delivery & Catalog
– CA Service Metric Analysis
– CA Service Catalog
CA Infrastructure Management Products
Networks Systems Management
CA SPECTRUM
CA eHealth
CA Wily
CA Workload
CA Governance Products CA Clarity Project and Portfolio
Manager
CA Security Management Products
CA Threat Management
CA Anti-Virus
CA Anti-Spyware for the Enterprise
21 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
PSR Associates CA Solutions Success Stories
> Service Desk Implementation to R.11 PSR replaced a internal developed home grown Incident and Change Management
systems with Service Desk.
– Customer produced defined reports on requests verses incidents to better understand business critical problems.
– Requests versus incidents data was used to set more defined service levels for specific priorities and problem types.
– Understanding of configuration item dependencies and how they map to Business Processes/Critical Business Applications.
– Automated Ticket Generation (Proactive Incident Management)
> CA SPECTRUM Upgrade & CA eHealth Implementation Demo & LAB Environment
– PSR took advantage of it’s IT Infrastructure and duplicated the customers environment. PSR exported customers Spectrum data to its environment and completed the upgrade process. PSR then imported the upgraded Spectrum data into the customers production staging environment without interaction with the customers original production environment.
22 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
CA’s Approach To Service Management
> CA Service Management Partner Relationship Business Unit Participation and Support
Playbooks (Case Studies/Best Practices/Tips & Tricks)
Single Solution (Based around ITIL Best Practices)
> Customer Benefits Increased Productivity
Integrated Solution
Time To Value
Cost Savings
Q&A