CA Service Desk Solution

Agenda Introduction ITIL for Greener Business Environment Our Vision in IT Service Management CA & ITIL ITIL Green Message - Solution Description Unicenter Service Desk Unicenter Service Desk Dashboard - Product Features

Introduction

ITIL for Greener Business Environment

Our Vision in IT Service Management

CA & ITIL

ITIL Green Message

- Solution Description

Unicenter Service Desk

Unicenter Service Desk Dashboard

- Product Features

INTRODUCTION Emirates Computers – Confidential © Copyrights Emirates Computers 2005

Emirates Computers & CA EC is Certified ESP Partner and Authorized Distributor of CA products since of 2005 Our Vision in IT Service Management is to unify & simplify the management of IT. We have successfully implemented a lot of projects with CA

EC is Certified ESP Partner and Authorized Distributor of CA products since of 2005

Our Vision in IT Service Management is to unify & simplify the management of IT.

We have successfully implemented a lot of projects with CA

Computer Associates “CA” One of the world's largest IT management software companies, CA unifies and simplifies the management of enterprise-wide IT Infrastructure for greater business results. CA helps customers manage risk, improve service, manage costs and align their IT investments with their business needs

One of the world's largest IT management software companies, CA unifies and simplifies the management of enterprise-wide IT Infrastructure for greater business results.

CA helps customers manage risk, improve service, manage costs and align their IT investments with their business needs

CA – Industry Leader Teamwork with Focus 15,000 Employees Worldwide 170 Offices Worldwide Customer First 99% of Fortune 500 Companies Telco, Financial, Government Sectors Quality and Innovation First to Achieve: ISO 9002 Certification Project Management Processes (PMI Member) 300 Patents, 195 product releases in the past two months Shareholder Value Revenue: $3.5 billion in 2005 4th Largest Software Company R&D investments represent 22% or almost $700M of revenue

Teamwork with Focus

15,000 Employees Worldwide

170 Offices Worldwide

Customer First

99% of Fortune 500 Companies

Telco, Financial, Government Sectors

Quality and Innovation

First to Achieve: ISO 9002 Certification

Project Management Processes (PMI Member)

300 Patents, 195 product releases in the past two months

Shareholder Value

Revenue: $3.5 billion in 2005

4th Largest Software Company

R&D investments represent 22% or almost $700M of revenue

Top IT Organizational Needs Reduce costs while improving services Increase responsiveness to the business Drive problem resolutions down to the lowest cost point Optimize efficiencies Manage resources better Improve current processes with industry leading “best practices” … Expectation of IT to do more with less

Reduce costs while improving services

Increase responsiveness to the business

Drive problem resolutions down to the lowest cost point

Optimize efficiencies

Manage resources better

Improve current processes with industry leading “best practices”

The objectives of our IT Service Management Solutions Align IT services to needs of the business Improve the quality of IT service delivery Reduce the long-term cost of services People Tools Process

Align IT services to needs of the business

Improve the quality of IT service delivery

Reduce the long-term cost of services

ITIL for Greener Business Environment Resource Optimization Assets Management Reduce the long-term cost of services Visibility to IT Environment Change Management, avoid negative impact of change on your IT Assets TBA…

Resource Optimization

Assets Management

Reduce the long-term cost of services

Visibility to IT Environment

Change Management, avoid negative impact of change on your IT Assets

TBA…

CA & ITIL The Information Technology Infrastructure Library ( ITIL ) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services Set of books describe industry best practice in IT Service Management Learn from others, don’t reinvent the wheel ITIL helps you maintain stability and quality in your IT Services, better align IT with business

The Information Technology Infrastructure Library ( ITIL ) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services

Set of books describe industry best practice in IT Service Management

Learn from others, don’t reinvent the wheel

ITIL helps you maintain stability and quality in your IT Services, better align IT with business

ITIL Process Model           Business, Customers & Users  Service Support Service Delivery Incident Management Problem Management Change Management Release Management Configuration Management Service Desk Availability Management Capacity Management Financial Management Service Continuity Service Level Management

CA & ITIL Incident Management Problem Management Change Management Release Management Configuration Management Service Desk Availability Management Capacity Management Financial Management Service Continuity Business, Customers & Users Service Level Management Service Support Service Delivery

ITIL V3

CA Service Lifecycle Management CA Service Management Products Unicenter ® Service Catalog Unicenter ® Service Desk Clarity ™ Unicenter ® Service Assure Unicenter ® Service Metric Analysis Unicenter ® Service Accounting Unicenter NeuMICS ® Resource Accounting Unicenter CA-JARS ® Resource Accounting Unicenter ® Service Desk AllFusion ® Endevor ® Change Manager CA Harvest Change Manager Unicenter ® Service Desk Unicenter ® Service Desk Dashboard Unicenter ® Service Desk Knowledge Tools CA SupportBridge ™ Live Automation CA SupportBridge ™ Self Service Automation CA SupportBridge ™ Self Healing Automation Infrastructure Service Level Mgmt Service Costing Demand Mgmt Change Mgmt Incident / Problem Mgmt

Unicenter ® Service Catalog

Unicenter ® Service Desk

Clarity ™

Unicenter ® Service Assure

Unicenter ® Service Metric Analysis

Unicenter ® Service Accounting

Unicenter NeuMICS ® Resource Accounting

Unicenter CA-JARS ® Resource Accounting

Unicenter ® Service Desk

AllFusion ® Endevor ® Change Manager

CA Harvest Change Manager

Unicenter ® Service Desk

Unicenter ® Service Desk Dashboard

Unicenter ® Service Desk Knowledge Tools

CA SupportBridge ™ Live Automation

CA SupportBridge ™ Self Service Automation

CA SupportBridge ™ Self Healing Automation

Our understanding of a Support Environment Service Desk Calls Knowledge Database Centralized Knowledge Base Knowledge-driven support Consistent, correct answers to common problems Online self-help Desktop Management Support Automation Change Management Incident Management Problem Management Root Cause Desktop & Server Mgmt. Asset discovery and inventory Remote control Software & patch deployment Protect against vulnerabilities Automate system migrations Incident & Problem Mgmt. Detect & record Classify, diagnose & resolve Monitor, track & communicate Analyze, develop & implement fixes Close incident, problems, known errors & report Change Management Plan, prioritize, and categorize Analyze impact Manage authorizations Manage implementation Management Metrics Near real-time performance indicators Defined KPI’s Drill down view of data View business and operational information Management Metrics

Centralized Knowledge Base

Knowledge-driven support

Consistent, correct answers to common problems

Online self-help

Desktop & Server Mgmt.

Asset discovery and inventory

Remote control

Software & patch deployment

Protect against vulnerabilities

Automate system migrations

Incident & Problem Mgmt.

Detect & record

Classify, diagnose & resolve

Monitor, track & communicate

Analyze, develop & implement fixes

Close incident, problems, known errors & report

Change Management

Plan, prioritize, and categorize

Analyze impact

Manage authorizations

Manage implementation

Management Metrics

Near real-time performance indicators

Defined KPI’s

Drill down view of data

View business and operational information

CA SERVICE DESK SOLUTION

Solution Overview Unicenter Service Desk will be implemented for centralized logging and tracking of call. Unicenter Service Desk Dashboard for online reporting and performance measures The following process will be implemented: incident, problem and change management in line with the requirement mentioned in RFP. Following is the schematic layout of the solution

Solution Overview

CA Unicenter Service Desk Service Desk Manager’s Decision Support Dashboard It is a product that offers you service request, incident, problem and change management that maximizes analyst productivity and enhances responsiveness. Automating Service Management Processes.

CA Incident & Problem Management The Challenge Business Employees IT Operations Level 0 Support (Self Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support Supervisor Technicians Development Tech Support Supervisor Technicians Manager Developers Networks & Servers Databases Applications Multiple disparate help desks Recently acquired electronics subsidiary Departmental help desks

Supervisor

Technicians

Supervisor

Technicians

Manager

Developers

Multiple disparate help desks

Recently acquired electronics subsidiary

Departmental help desks

CA Incident & Problem Management The Challenge Business Employees IT Operations Level 0 Support (Self Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support Supervisor Technicians Development Tech Support Supervisor Technicians Manager Developers Networks & Servers Databases Applications Incidents reported by phone only Employees circumvent the help desk out of desperation for a resolution Long call wait times Low 1st call resolution Limited visibility to incident request status Slow Response from help desk

Supervisor

Technicians

Supervisor

Technicians

Manager

Developers

Employees circumvent the help desk out of desperation for a resolution

Long call wait times

Low 1st call resolution

Limited visibility to incident request status

Slow Response from help desk

CA Incident & Problem Management The Challenge Business Employees IT Operations Level 0 Support (Self-Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support Supervisor Technicians Development Tech Support Supervisor Technicians Manager Developers Networks & Servers Databases Applications No standard processes Manual process No escalation procedures No coordination between help desks or across IT Most IT failures never reported to the help desk Frustrated employees Long call wait times Unable to resolve Incidents

Supervisor

Technicians

Supervisor

Technicians

Manager

Developers

No standard processes

Manual process

No escalation procedures

No coordination between help desks or across IT

Frustrated employees

Long call wait times

Unable to resolve Incidents

CA Incident & Problem Management The Solution – CA Unicenter Service Desk Business Employees IT Operations Service Desk Level 1 Support Level 2 Support Level 3 Support Tech Support Engineering CA CMDB Level 0 Support (Self-Service) Networks & Servers Databases Operations Manager Analysts Manager Supervisor Technicians Manager Developers Change Advisory Board Change Manager Service Desk

Change & Configuration Management Challenge Data spread, many versions of the truth Producers Repository Consumers Customer Web site Resources Whiteboards Spreadsheets & Databases Disks and File Folders Configuration Mgr Manage CI relationship information Enterprise-wide control Drive IT business value Change Manager Informed change decisions Manage volume Manage complexities Service Level Mgr Ensure satisfactory service levels Help drive IT value Service Desk Fast incident resolution Root cause forensics Change priority recommendations Resources Storage Cluster Security Policies CRM CoBIT Controls Payroll Employee Expenses Security Policies Legal ERP System Security Policies Marketing Engineering Executive Planning Mail Servers Asset

Configuration Mgr

Manage CI relationship information

Enterprise-wide control

Drive IT business value

Change Manager

Informed change decisions

Manage volume

Manage complexities

Service Level Mgr

Ensure satisfactory service levels

Help drive IT value

Service Desk

Fast incident resolution

Root cause forensics

Change priority recommendations

CA Solution – CA CMDB Single Source of Truth Repository Producers Consumers Service Desk Analyst Configuration Mgr Change Mgr Compliance Mgr Other IT Mgrs CA Common Asset Viewer CA CMDB Visualizer CA CMDB Manager CA CMDB Single Source of Truth Reconciliation Federation Automated Relationship Mapping Unicenter Asset Management Unicenter Portfolio Asset Management Unicenter Network & Sys. Management Unicenter Service Desk CA MDB 3rd Party Discovery: MS SMS & Other Sources 3rd Party Repositories: MS Excel & Others Infrastructure and Applications

Unicenter Asset Management

Unicenter Portfolio Asset Management

Unicenter Network & Sys. Management

Unicenter Service Desk

Graphical Visualisation Emirates Computers – Confidential © Copyrights Emirates Computers 2005

CA Brings It All Together As per ITIL, CA helps unify the people, process and technology in the common pursuit of IT service excellence. By standardizing and automating the full range of IT service management processes, CA enables ITIL based service support processes to be completely optimized, allowing the lowest cost delivery of consistently superior service. CA brings to the market the most comprehensive and integrated ITIL process automation. To deliver this value quickly and assuredly, CA provides a rich set of ITIL education and implementation best practices, both directly and through world renowned ITIL partners. Emirates Computers – Confidential © Copyrights Emirates Computers 2005 Process Technology People

As per ITIL, CA helps unify the people, process and technology in the common pursuit of IT service excellence.

By standardizing and automating the full range of IT service management processes, CA enables ITIL based service support processes to be completely optimized, allowing the lowest cost delivery of consistently superior service.

CA brings to the market the most comprehensive and integrated ITIL process automation. To deliver this value quickly and assuredly, CA provides a rich set of ITIL education and implementation best practices, both directly and through world renowned ITIL partners.

UNICENTER SERVICE DESK FEATURES Emirates Computers – Confidential © Copyrights Emirates Computers 2005

Totally Web based Totally Web based including Administration

Totally Web based including Administration

Keeps End Users Up and Productive User friendly screens Variety of ways to log an incident Web based service desk By email Fax server Telephone Centralized Logging and Tracking of Calls Service Desk End-User View for self-service

User friendly screens

Variety of ways to log

an incident

Web based service desk

By email

Fax server

Telephone

Centralized Logging

and Tracking of Calls

Keeps End Users Up and Productive Reduce costs through self-service Self-help with knowledge search capabilities Announcements Reduce number of calls save analysts time and and let them focus on the critical incidents Automate problem resolution Service Desk End-User View for self-service

Reduce costs through self-service

Self-help with knowledge

search capabilities

Announcements

Reduce number of calls

save analysts time and

and let them focus

on the critical incidents

Automate problem resolution

CA Service desk Complete out-of-the-box functionality ITIL best practice processes Incident Management Problem Management Change Management Fully integrated CMDB Fully integrated Knowledge Management Auto-assignment of analysts Notifications and escalations ensure SLA commitments Emirates Computers – Confidential © Copyrights Emirates Computers 2005 Service Desk Analyst View of Assigned Incident and Problem

Complete out-of-the-box functionality

ITIL best practice processes

Incident Management

Problem Management

Change Management

Fully integrated CMDB

Fully integrated Knowledge Management

Auto-assignment of analysts

Notifications and escalations ensure SLA commitments

Unicenter Service Desk r11 LDAP/Active Directory integration Imports groups/security permissions from LDAP Personalized Responses Analysts can create scripted responses to use for common activities to reduce manual typing of repetitive messages Emirates Computers – Confidential © Copyrights Emirates Computers 2005

LDAP/Active Directory integration

Imports groups/security permissions from LDAP

Personalized Responses

Analysts can create scripted responses to use for common activities to reduce manual typing of repetitive messages

Integrates With Other CA Solutions

Extends the Reach Through CA Integration Platform Unicenter Service Desk Unicenter Asset Portfolio Management Unicenter Asset Management Unicenter Software Delivery Unicenter Remote Control Common Asset Viewer CMDB

SLA Management SLAs from all attributes (end user, asset, priority, organization, category) are aggregated on a ticket to provide a single, sequential, list of action to enforce all SLA policies. Aimed for customers who are outsourcers or employ complex SLA processes SLA Based on Request/Incident Area Priority Configuration Item/Asset Organization Contact Record

SLAs from all attributes (end user, asset, priority, organization, category) are aggregated on a ticket to provide a single, sequential, list of action to enforce all SLA policies.

Aimed for customers who are outsourcers or employ complex SLA processes

SLA Based on

Request/Incident Area

Priority

Configuration Item/Asset

Organization

Contact Record

New SLA Model - Runtime Ticket Service Type (attached_sla) SLA event SLA event SLA event Service Type (attached_sla) Service Type (attached_sla) SLA event SLA event SLA event

Service Entitlement Advantages Assign different SLAs to asset, priority and category for each customer base (organization) Multiple SLA tracking ( e.g. hardware group can fail to fix printer (Asset) in time, but it won’t violate call center’s own SLA (priority)) Time to Violation projections Supports both Internal SLAs and external SLAs with vendors. Ex support contract with h/w vendor, time to violation projections and alarms

Assign different SLAs to asset, priority and category for each customer base (organization)

Multiple SLA tracking ( e.g. hardware group can fail to fix printer (Asset) in time, but it won’t violate call center’s own SLA (priority))

Time to Violation projections

Supports both Internal SLAs and external SLAs with vendors. Ex support contract with h/w vendor, time to violation projections and alarms

Unicenter Service Desk r11 Workflow Designer

CA Workflow CA Workflow is the new common workflow engine for CA Products Integrates with Change Orders out of the box Ability to still use Service Desk 6.0 workflow for backward compatibility Non-linear workflow with decision based branching and the ability to perform parallel processing Graphical design utility with drag and drop functionality Easily customizable form editor for displaying task and approval forms via the web

CA Workflow is the new common workflow engine for CA Products

Integrates with Change Orders out of the box

Ability to still use Service Desk 6.0 workflow for backward compatibility

Non-linear workflow with decision based branching and the ability to perform parallel processing

Graphical design utility with drag and drop functionality

Easily customizable form editor for displaying task and approval forms via the web

CA SERVICE DESK REPORTING SOLUTIONS

Unicenter Service Desk Dashboard Service Desk Manager’s Decision Support Dashboard The Unicenter Service Desk Dashboard provides managers a real-time view of the Incident and Problem Management processes

Unicenter Service Desk Dashboard KPI Views, setting thresholds-alarms, send email. Tailor made reports, drill down to service desk level Service Desk Manager’s Decision Support Dashboard

Targeted Reporting Solutions Report Requirements Field Technician Team Lead Service Desk Manager Service (SLA) Manager Problem Manager IT Manager / Director Customer Reports Emirates Computers – Confidential © Copyrights Emirates Computers 2005 Report Solutions Menu Reports Scoreboard & Graphics ITIL Reports: MS Access (75+) Crystal Unicenter Dashboard

Report Requirements

Field Technician

Team Lead

Service Desk Manager

Service (SLA) Manager

Problem Manager

IT Manager / Director

Customer Reports

Report Solutions

Menu Reports

Scoreboard & Graphics

ITIL Reports:

MS Access (75+)

Crystal

Unicenter Dashboard

Targeted Reporting Solutions Real-Time Offline Summary Detailed SLA Manager Service Desk Report Scoreboard Dashboard MS Access / Crystal Dashboard

Service Management - Incident Lifecycle User Self Service Incident Automatically Routed Known Problem Found CMDB Indicates Cause Remote Control Confirms RFC Created Fix Released DNA Restored RFC Closed KP-DB Updated Problem Closed End User Notified Incident Resolved Benefit - Integration

REFERENCES

Emirates Computers – Selected Service Desk References

THANK YOU