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  • 1. itSMF ITIL V3: Accelerate Success with Tools Maria A Medvedeva, PMP, ITIL Regional Director CA, Inc. itSMF Middle East Board of Directors Dubai, June 11, 2007
  • 2. Challenging Questions > Should we slow down current software implementations to investigate how to use new ITIL information and strategy? > Are your IT business management and infrastructure solutions mapped to the new ITIL v3? > Does your vendor have business services management processes and architecture to support ITIL v3 lifecycle approach? 2 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 3. The Goal of ITIL V3 3 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 4. “Hub and Spoke” Concept Automation of IT Business Work IT Management of Business Information IT Business Transformation of Business – “Hub and Spoke” It’s no longer enough to align with the business – you must integrate & 4 understand industry specifics June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 5. The Successful IT Manager/CIO > Effective IT Governance demonstrates: IT integration with business strategy Value IT brings to the business Risk Mitigation Resource Management – People – Partner and Suppliers – Assets Performance and Availability Accountable to the Director Level 5 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 6. ITIL Version 3 Governance Methods St s an ill da Sk rd & s ge Continual Service Al led ig nm w Improvement no en t K Service C C Ca Design s s se pics Stu tu tud y To Service ies cialt Strategies s s Spe Templates ITIL Service Operation E E Ex Co Imp on p o on pro ec nt ov c cu I I Service en ice in vem nu v n tiv ity Transition em rv v ve al t ov Se l S ent l S nt bil Int Se nt nt nt pr al ala rv r r ro Im tinu v vi Sc du c c ce uc uc n cti Co i n ion n s St in ud W k y ic Ai ds Qu Qualifications 6 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 7. ITIL V2 Service Support mapping to V3 (High level) ITIL V2 Process Primary ITIL V3 Book Change Management Service Transition Configuration Management Service Transition Incident Management Service Operation Problem Management Service Operation Release Management Service Transition Service Desk Service Operation CMDB Service Transition as part of the Configuration management process and Service Operation for ongoing use Fault Management (ICT Volume) Service Operation Knowledge Management Service Transition and Service (not in V2) Operation 7 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 8. ITIL V2 Service Delivery mapping to V3 (High level) ITIL V2 Process Primary ITIL V3 Book Availability Management Service Design Capacity Management Service Design Financial Management Service Strategies IT Service Continuity Service Design Management Referenced in Service Transition, Service Operation and Continual Service Improvement Service Level Management Service Design Asset Control Service Operation Service Catalogue Service Design 8 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 9. Existing ITIL Implementations: Incomplete and Unlinked People Process Technology Education remains Organizations lack Technology lacks the focused on what ITIL actionable guidelines means to integrate is, not how to apply it and blueprints to and automate ITIL for the benefit of accelerate processes across business and IT. implementations and both service support increase ROI. and service delivery. 9 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 10. Service Management Strategy Unify and Simplify People Process Technology Get on the ITIL Track Drive to Service Deliver Superior Excellence Service ITIL education; First-class software to team-building ITIL maturity automate and simulations for assessment services integrate all ITIL implementers and implementation processes, including through executives blueprints. the CMDB 10 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 11. An Academy of People Service Excellence > ITIL Education Courses and Workshops From Basics to Manager and Practitioner Designed to help you convert theory into Best Practice > ITIL Simulations Business and IT Focus Unify teams behind ITIL goals > ITSMF Membership and Panel Participation Emphasis on thought leadership and practical guidance 11 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 12. Process Implementation Blueprint 12 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 13. Enabling Software to Technology Fully Automate ITIL processes CMDB is at the Center > Unified change and configuration visibility Common view of IT relationships supporting the business > Efficient root cause analysis Faster and more effective Problem Management > Business relevant views of IT services Alignment of IT to business priorities > Improved regulatory compliance support Changes are tightly controlled and managed Audit control of configurations Eliminates unapproved configuration changes and the introduction of security vulnerabilities 13 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 14. Enabling Software to Technology Fully Automate ITIL Processes Service Support Change and Release Management Centralizes the submission of RFC’s for better control. > Plans, Prioritizes, costs and schedules changes. > Manages both operational and software changes. > Tracks all changes across the lifecycle for improved auditing > Detects unauthorized changes to reduce the number of incidents and problems > Integrated software distribution support. 14 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 15. Enabling Software to Technology Fully Automate ITIL Processes Service Support Incident and Problem Management Service Desk > Automatically detects incidents and prioritizes severity based on business impact. > Proactive – quickly finds the root-cause of severe problems. Knowledge Tools > Matches incidents using a knowledge base to find faster solutions and workarounds. Dashboard > Provides decision support for Service Desk operations. Self Healing > Rapid service restoration and 15 June 11th, 2007 self-healing capabilities. ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 16. Enabling Software to Technology Fully Automate ITIL Processes Service Delivery Service Level Management Financial Management for IT Service Catalog > Presents IT Services in customers own language > Automates service fulfillment. Service Metric Analysis; Service Assure > Builds Business based contracts and SLA’s Service Accounting > Tracks and manages IT service costs. 16 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 17. CA Service Management Vision and Strategy
  • 18. Think of IT as a Manufacturing Company End Users Business Unit Executives Customers Customers Single Point of Contact Business Relationship Management Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt Operational Tactical Strategic Delivery Charges Demand Demand Demand Investment Change Request Service Request Request Service Mgmt & Governance Demand Supply Service Desk Service Catalog Business Case Service Integrated Change Service Request Service Portfolio Management Management Management Performance Applications Projects Software Availability SLA Risks Financials Manufacturing CMDB Infrastructure Network Systems Desktops Resources Security Storage Servers Configs 18 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 19. IT Prior to “Manufacturing Resource Planning” Customers End Users Business Unit Executives Help Desk E-Mail Phone Delivery Charges Hallway Help Desk Servers Applications $$$ .xls / .doc Service Mgmt & Governance Sticky Notes Desktops Servers $$$ Change Requests Change Applications Requests Desktops $$$ Powerpoints Risks Applications Financials Software Performance Availability SLA Projects Infrastructure Network Systems Desktops Resources Servers Security Storage Configs 19 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 20. Business Service Factory End Users Business Unit Executives / Line of Business Customers Customers Single Point of Contact Business Relationship Management Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt Operational Tactical Strategic Delivery Charges Demand Demand Demand Investment Change Request Service Request Request New and Improved Service Mgmt & Governance Demand Supply Business Service Desk Service Catalog Business Case Services Integrated Change Service Request Service Portfolio Management Management Management Performance Applications Projects Software Availability SLA Risks Financials Manufacturing CMDB Infrastructure Network Systems Desktops Resources Security Storage Servers Configs 20 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 21. CA Service Model Implementation Building on Industry Standards BUSINESS SERVICE MANAGEMENT > CMDBf (Federation) (in progress) > CML (in progress) Organizations > SML (in progress) SECURITY MANAGEMENT Apps SOA SLAs > CIM IT GOVERNANCE Risks & Software Controls Threats Implemented in CMDB Portfolios Policies > System of record for “Service” Business Processes CMDB Services Identity is the CMDB Audit > Other configuration items are Financials Resources registered and federated Performance Network > Relationships are discovered automatically Servers Virtualization > Metrics and KPIs are aggregated up the service INFRASTRUCTURE OPTIMIZATION component hierarchy 21 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 22. CA Service Management Roadmap CA CMDB SupportBridge / Service Assure / Service Desk, Change Enterprise Catalog Service Support Dashboard, SMA Management Accounting • Knowledge Tools for • Cohesion Integration MDB / eIAM Integration • automated relationship • • Unified changestore DSM Firewall perspective Service Transparent End-user web mapping Agent enhancements reporting • • managementusability and Form Roles-based Service Delivery UNIFIED SERVICE • • • Support for Oracle to Automation add-on navigation SLM solution Integrated across operations and Generic workflows MODEL • • DSM Service development Desk SLA OOTB Request enhancements Calendaring and • • • Enhanced visualization Self Healing Automation • Change workflowWily CEM scheduling with Integration Catalog builder • Platform support DSM Workflow Through Change • • • • Enhanced ITIL (QOS) and Introscope orchestration alignment dnhancements Remote Control IT Change Impact Localization support Multi-tenancy • Interactive visualization Management • • • Replacement with URC Analysis management Demand enhancements Federation adaptors Offline Portal Client • Exploitation/Integration Knowledge solution integrated centered • with CMDB Monitors Application support alignment • ITIL-compliant content Web based dashboard 22 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 23. Service Visualizer 23 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 24. Service Level Manager 24 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 25. Example of potential user interface 25 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 26. Summary > ITIL Version 3 is the result of the current and future best practice in ITSM > ITIL Version 3 provides a basis for faster implementation, reduced time-to-value and ultimately better IT and business alignment > ITIL Version 3 supports all the ITIL processes you know today > Service Desk with ITIL implementation can remain; new requirements for Balanced Scorecards and Risk Management Dashboards 26 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
  • 27. Again thank you Maria Medvedeva Regional Director, CA, Inc.