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Column itsm7 improvements_savino
1. ITSM 7 – Why Customers are Excited Again About Remedy Global Capabilities and new features David Savino / CTO Column Technologies
2. CONTENT ITSM History 1 Solution Evolution 2 Winning Capabilities 3 Interoperability 4 5 Questions and Answers
3. ITSM Design History BMC overhauled it’s BMC Remedy ITSM offering with version 7.0 Released in June 2006 Heavy focus on ITIL Scorecard approach to features and functions Designed for a level 5 Service Desk Many users found the interface cumbersome
6. The Consumers: Incident Management Detection: A Service-to-infrastructure model can help filter events and make auto-creation of incidents more realistic Categorization: A Service model can enhance classification by showing the connections between devices and services Prioritization: Knowing the impacted service – not just the device – can help define the priority of the event. Incident priority should come from impacted service(s), not from impacted devices. Escalation: Functional escalations driven by involved technologies; hierarchical escalations driven by SLAs. A CMDB shows both. Troubleshooting: A CMDB shows connected and contributing CIs, which allows process of elimination and focused root cause analysis. Resolution: Linking solutions to services and CIs provides additional search elements when filtering potential known errors. CMDB Incident Management
7. The Consumers: Problem Management Effective root cause analysis when using impact relationships in CMDB Updated CIs are readily visible (change-related incidents) Known errors can be linked to specific CIs Out of compliance CIs are visible CMDB enables proactive problem management by providing common denominators for incidents Error identification and recording requires a CMDB Error assessment is easier with a CMDB Problem Management is responsible for the “health of the infrastructure”, which means each CI and CI relationship in the CMDB Problem Management CMDB
8. The Consumers: Change Management Robust impact analysis CI conflicts between Changes identified Change Calendar (FSC) filtered by impacted CI Approvals driven by Services and impacted CIs Changes viewed against validated configurations – goes to risk Report on non-compliant CIs can drive RFC creation Change provides audit trail of modifications to non-discoverable attributes CMDB can own maintenance windows for each CI Changes against regulated systems can be viewed from CMDB Notification lists of impacted users/groups can be generated based on impacted CIs Change Management CMDB
9. The Verdict – Successful Evolution of Service Desk “…the scope of the IT service desk market continues to be shaped by the expanded definition of IT service desk, which not only manages core incident, knowledge, self-service and problem management, but also includes a large suite of tools, including change, service request, and SLA management. In addition, it integrates with other ITSM tools, including configuration management (CMDB or discovery repository), asset, service catalog and event management.” – Gartner Nov 2010
16. SLA based on service, impacted technology, customer or IT group
17. Cluster aware, highly available, fail over capable… on a model that does not charge for additional servers (blue pricing)
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19. Multi-tenancy and the Shared Services Model For companies and organizations seeking to support business silos, multi-tenancy promotes consolidation of tools and eventually… process. The security model is more complex.
32. The Verdict – Successful Evolution of Service Desk “…the scope of the IT service desk market continues to be shaped by the expanded definition of IT service desk, which not only manages core incident, knowledge, self-service and problem management, but also includes a large suite of tools, including change, service request, and SLA management. In addition, it integrates with other ITSM tools, including configuration management (CMDB or discovery repository), asset, service catalog and event management.” – Gartner Nov 2010
