TFT13 - Robert Sieber, Business Service Management

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    25-Dec-2014
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Differentiating between what is important and what is urgent is challenging. It could only be resolved while focusing IT management on the business processes of your company. The purpose of Business Service Management is to enable functional departments to immediately assign a service to a specific process and recognize its value. This is the basis for defining your IT processes, SLAs, service catalogue and mutual Service Desk integration. You will learn how: -Service Desk can immediately track down a problem to the root cause -Change Management can identify all impacts of a change in seconds -you can save up to 20% of your operational costs To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com

Transcript of TFT13 - Robert Sieber, Business Service Management

  • 1. Business ServiceManagement
  • 2. Lots of informationMonitoring ServiceDesk
  • 3. DatacontexttraceabilityInformationWho, what,when, where?KnowledgeHow?WisdomWhy?
  • 4. DatacontexttraceabilityInformationWho, what,when, where?KnowledgeHow?WisdomWhy?
  • 5. DatacontexttraceabilityInformationWho, what,when, where?KnowledgeHow?WisdomWhy?
  • 6. Sep 4 12:51:07 pam_rhosts_auth[790]: denied to administrator@192.168.0.58 as aurcab: access not allowedSep 4 12:51:07 in.rshd[790]: rsh denied to administrator@192.168.0.58 as aurcab: Permission denied.Sep 4 12:51:07 in.rshd[790]: rsh command was /usr/X11R6/bin/xterm -ls -display 192.168.0.58:0Sep 4 12:58:04 in.telnetd[791]: connect from 192.168.0.58 (192.168.0.58)Sep 4 13:21:56 su: (to oracle) root on /dev/pts/0Sep 4 13:21:56 PAM-unix2[857]: session started for user oracle, service suSep 4 13:22:00 PAM-unix2[857]: session finished for user oracle, service suSep 4 13:22:12 su: (to oracle) root on /dev/pts/0Sep 4 13:22:12 PAM-unix2[866]: session started for user oracle, service suSep 4 13:22:21 su: (to oracle) root on /dev/pts/0Sep 4 13:22:21 PAM-unix2[868]: session started for user oracle, service suSep 4 13:22:24 PAM-unix2[868]: session finished for user oracle, service suSep 4 13:25:11 su: (to root) root on /dev/pts/0Sep 4 13:25:11 PAM-unix2[882]: session started for user root, service suSep 4 13:28:43 kernel: cdrom: open failed.Sep 4 13:28:43 kernel: VFS: Disk change detected on device ide1(22,64)Sep 4 13:39:49 syslogd 1.3-3: restart.Sep 4 13:39:52 kernel: klogd 1.3-3, log source = /proc/kmsg started.Sep 4 13:39:52 kernel: Inspecting /boot/System.map-2.2.14Sep 4 13:39:53 kernel: Loaded 8963 symbols from /boot/System.map-2.2.14.Sep 4 13:39:53 kernel: Symbols match kernel version 2.2.14.Sep 4 13:39:53 kernel: Loaded 21 symbols from 3 modules.Sep 4 13:39:53 kernel: Serial driver version 4.27 with HUB-6 MANY_PORTS MULTIPORT SHARE_IRQ enabledSep 4 13:39:53 kernel: ttyS00 at 0x03f8 (irq = 4) is a 16550ASep 4 13:39:53 kernel: ttyS01 at 0x02f8 (irq = 3) is a 16550ASep 4 13:39:53 kernel: eth0: EtherExpress 16 at 0x300 (IRQ 10, RJ45 connector)Sep 4 13:39:53 kernel: eth0: Table space transceiver problemSep 4 13:39:54 kernel: Installing knfsd (copyright (C)Sep 4 13:39:54 kernel: nfsd_fh_init : initialized fhcache, entries=512Sep 4 13:40:10 sshd[197]: Server listening on 0.0.0.0 port 22.Sep 4 13:40:10 sshd[197]: Generating 768 bit RSA key.Sep 4 13:40:12 sshd[197]: RSA key generation complete.
  • 7. Sep 4 13:22:12 PAM-unix2[866]: session started for user oracle, service suSep 4 13:22:21 su: (to oracle) root on /dev/pts/0Sep 4 13:28:43 kernel: VFS: Disk change detected on device ide1(22,64)Sep 4 13:39:49 syslogd 1.3-3: restart.Sep 4 13:39:52 kernel: klogd 1.3-3, log source = /proc/kmsg started.Sep 4 13:39:52 kernel: Inspecting /boot/System.map-2.2.14Sep 4 13:39:53 kernel: Loaded 8963 symbols from /boot/System.map-2.2.14.Sep 4 13:39:53 kernel: Symbols match kernel version 2.2.14.Sep 4 13:39:53 kernel: Loaded 21 symbols from 3 modules.Sep 4 13:39:53 kernel: Serial driver version 4.27 with HUB-6 MANY_PORTS MULTIPORT SHARE_IRQ enabledSep 4 13:39:53 kernel: ttyS00 at 0x03f8 (irq = 4) is a 16550ASep 4 13:39:53 kernel: ttyS01 at 0x02f8 (irq = 3) is a 16550ASep 4 13:39:53 kernel: eth0: EtherExpress 16 at 0x300 (IRQ 10, RJ45 connector)Sep 4 13:39:53 kernel: eth0: Table space transceiver problemSep 4 13:39:54 kernel: Installing knfsd (copyright (C)Sep 4 13:39:54 kernel: nfsd_fh_init : initialized fhcache, entries=512Sep 4 13:40:10 sshd[197]: Server listening on 0.0.0.0 port 22.Sep 4 13:40:10 sshd[197]: Generating 768 bit RSA key.Sep 4 13:40:12 sshd[197]: RSA key generation complete.
  • 8. Sep 4 13:39:53 kernel: eth0: Table space transceiver problem
  • 9. Sep 4 13:39:53 kernel: eth0: Table space transceiver problem
  • 10. Sep 4 13:39:53 kernel: eth0: Table space transceiver problem
  • 11. Sep 4 13:39:53 kernel: eth0: Table space transceiver problem
  • 12. Why BSM?User metricsUser languageUser perspective
  • 13. Den Blick aufs GanzeMonitoring ServiceDeskReporting BSM
  • 14. Monitoring ServiceDeskReportingBusiness Service ManagementCMDB
  • 15. DatacontexttraceabilityInformationWho, what,when, where?KnowledgeHow?WisdomWhy?
  • 16. 20% lessoperating costs
  • 17. Avoid failuresReducing downtimeLess tickets and escalationsProactive problem management
  • 18. Faster change processingLess failures from changesHigher user satisfactionFind information not searching
  • 19. Livedemo
  • 20. SHD System-Haus-Dresden GmbHwww.systemmonitoring.dewww.opensourcecmdb.deSM-VIEW is part of SM-SUITE moreS M-SUITE modules:Get a trail version:http://www.systemmonitoring.deFor information in English get intouch with me:robert.sieber@shd-online.de
  • 21. SHD System-Haus-Dresden GmbHinfo@shd-online.dewww.shd-online.de