The document discusses implementing IT Operations Management (ITOM) along with IT Service Management (ITSM) using ServiceNow products. It covers the benefits of integrating ITOM and ITSM activities in a centralized Configuration Management Database (CMDB) to improve service visibility, time to resolution, and operational efficiency. The presentation agenda includes explaining ITOM and its relationship to ITSM, why to implement ITOM with ITSM, where to start the implementation, and ServiceNow ITOM product capabilities.
Prov International - Our Service-Now ITOM Delivery CapabilitiesSonny Nnamchi (Ph.D)
ProV International , Inc (www.provintl.com) is a global IT solution provider, and a Service-now Business Partner with very strong ITOM services delivery capabilities that can assist your organization meet or exceed your ITOM tools deployment and custom integration needs using our Service-now implementation best practices. Our dedicated IT Operations Management (ITOM) team has the required knowledge (Certifications / Accreditations) and hands-on experience needed to ensure your ITOM projects is delivered successfully. This Presentation attempts to capture some of our capabilities and best practices in this regard.To learn more about how we can help you best deliver and support a new or existing ITOM tools investment, you can contact us at info@provintl.com.
The document discusses IT service management (ITSM). It defines ITSM as a process-based approach to aligning IT services with organizational needs. ITSM is performed through people, processes, products, and partners. The document outlines some key benefits of ITSM, such as improved quality and productivity. It also discusses various ITSM frameworks and criteria for successful ITSM implementation, noting the importance of change management and business alignment.
It Service Management Implementation OverviewAlan McSweeney
This document describes an IT service management framework and implementation. It discusses ITIL/ITSM and the service management processes including incident and service request management. It provides an overview of the incident and service request management process including its principles, relationships between processes, and detailed processes. The document emphasizes that implementing service management requires understanding why it's being done, what resources are needed, and should be done in phases.
Timo Hyvönen presented on establishing a Service Management Office (SMO) in multi-sourced IT environments. The SMO is responsible for defining, maintaining, and managing IT service management standards and processes. It ensures governance and that legal/financial interests are met. Hyvönen discussed SMO roles, governance, and two case studies - one for a traditional IT organization and one for a global corporation using multiple outsourcing vendors. He concluded with recommendations for planning and implementing an SMO.
The document discusses the importance of a Configuration Management Database (CMDB) for managing IT infrastructure and services, noting that a CMDB provides a single system of record that supports IT operations, service, asset and configuration management. It describes how ServiceNow's CMDB integrates these capabilities and provides real-time data to drive automation. Examples of how a CMDB supports use cases like impact analysis, asset management, compliance and cloud management are also provided.
Managed Services - Functional & Customization Support Help DeskAmit Panchal
The document discusses Infor's managed services offering. It provides an overview of Infor's services capabilities including its global workforce and delivery centers. It then describes the benefits of managed services including improved service levels, reduced costs, and access to Infor expertise. Various service offerings like application management and support services are outlined. The document reviews Infor's proposed transition approach and delivery model, highlighting its blended onshore/offshore model and governance processes.
Using a Service Catalog and CMDB to Standardize Change Management in Jira Ser...Cprime
A streamlined and optimized ITSM practice offers tremendous benefits to your IT teams and your entire organization. But, the vital ITSM practice of change management can still be challenging for many.
In this webinar, we take those ideas a step further by incorporating a service catalog and configuration management database as tools to help standardize the change management process and further minimize disruptions.
When you log off, you’ll understand:
-The role of a Service Catalog in ITSM
-How to create and curate an effective Service Catalog
-How to build and manage a Configuration Management Database (CMDB)
-How to best leverage CMDB for service improvement
Historically, IT operations management (ITOM) teams have been focused on system health and up-time, while separately, IT service management (ITSM) teams manage and remediate end-user issues. The silos between these two functions have spurned challenges that can be overcome with improved integration, collaboration, and transparency across practices. ITSM and ITOM teams are working toward the same goals of up-time, accessibility and improved customer experience. So why can’t they integrate better for delivering on these objectives?
In this presentation, we explore:
The cause and business impact of silo'ed ITSM and ITOM practices
The benefits of improving integration, collaboration, and transparency across practices
Ways for you to exploit the inefficiencies and key metrics you can present the business in advocating for a better solution
And, we’ll introduce the solution of platform thinking, where silos are broken down between IT practices, and technology is operated and managed as a unified front with an open framework of adaptability.
Learn how to present a better solution for improving IT efficiencies, delivering improved customer experience, and enabling innovation throughout your organization, by bringing ITSM and ITOM practices together.
ITOM Platform features to look for if ITSM integration is important to your organization:
SERVICE HEALTH MANAGEMENT: Unified discovery and intelligence, Live asset Inventory, Unified service performance, Visual workflows in service maps
AIOPS MACHINE LEARNING: Intelligent event correlation, Noise suppression, Situational awareness, Incident Response
INTEGRATED TICKETING REQUESTS: Automated Escalations, Comprehensive Incident Collaboration
POLICY AUTOMATION SCRIPTS: Out of the box scripts, Customize scripts
SERVICE REMEDIATION: Enforce Process Governance, Automated Remediation Policies, Secure Infrastructure Access
Learn more at https://www.opsramp.com
Also, follow us on social media channels to learn about product highlights, news, announcements, events, conferences and more:
Twitter - https://www.twitter.com/OpsRamp
LinkedIn - https://www.linkedin.com/company/opsramp
Facebook - https://www.facebook.com/OpsRampHQ/
Prov International - Our Service-Now ITOM Delivery CapabilitiesSonny Nnamchi (Ph.D)
ProV International , Inc (www.provintl.com) is a global IT solution provider, and a Service-now Business Partner with very strong ITOM services delivery capabilities that can assist your organization meet or exceed your ITOM tools deployment and custom integration needs using our Service-now implementation best practices. Our dedicated IT Operations Management (ITOM) team has the required knowledge (Certifications / Accreditations) and hands-on experience needed to ensure your ITOM projects is delivered successfully. This Presentation attempts to capture some of our capabilities and best practices in this regard.To learn more about how we can help you best deliver and support a new or existing ITOM tools investment, you can contact us at info@provintl.com.
The document discusses IT service management (ITSM). It defines ITSM as a process-based approach to aligning IT services with organizational needs. ITSM is performed through people, processes, products, and partners. The document outlines some key benefits of ITSM, such as improved quality and productivity. It also discusses various ITSM frameworks and criteria for successful ITSM implementation, noting the importance of change management and business alignment.
It Service Management Implementation OverviewAlan McSweeney
This document describes an IT service management framework and implementation. It discusses ITIL/ITSM and the service management processes including incident and service request management. It provides an overview of the incident and service request management process including its principles, relationships between processes, and detailed processes. The document emphasizes that implementing service management requires understanding why it's being done, what resources are needed, and should be done in phases.
Timo Hyvönen presented on establishing a Service Management Office (SMO) in multi-sourced IT environments. The SMO is responsible for defining, maintaining, and managing IT service management standards and processes. It ensures governance and that legal/financial interests are met. Hyvönen discussed SMO roles, governance, and two case studies - one for a traditional IT organization and one for a global corporation using multiple outsourcing vendors. He concluded with recommendations for planning and implementing an SMO.
The document discusses the importance of a Configuration Management Database (CMDB) for managing IT infrastructure and services, noting that a CMDB provides a single system of record that supports IT operations, service, asset and configuration management. It describes how ServiceNow's CMDB integrates these capabilities and provides real-time data to drive automation. Examples of how a CMDB supports use cases like impact analysis, asset management, compliance and cloud management are also provided.
Managed Services - Functional & Customization Support Help DeskAmit Panchal
The document discusses Infor's managed services offering. It provides an overview of Infor's services capabilities including its global workforce and delivery centers. It then describes the benefits of managed services including improved service levels, reduced costs, and access to Infor expertise. Various service offerings like application management and support services are outlined. The document reviews Infor's proposed transition approach and delivery model, highlighting its blended onshore/offshore model and governance processes.
Using a Service Catalog and CMDB to Standardize Change Management in Jira Ser...Cprime
A streamlined and optimized ITSM practice offers tremendous benefits to your IT teams and your entire organization. But, the vital ITSM practice of change management can still be challenging for many.
In this webinar, we take those ideas a step further by incorporating a service catalog and configuration management database as tools to help standardize the change management process and further minimize disruptions.
When you log off, you’ll understand:
-The role of a Service Catalog in ITSM
-How to create and curate an effective Service Catalog
-How to build and manage a Configuration Management Database (CMDB)
-How to best leverage CMDB for service improvement
Historically, IT operations management (ITOM) teams have been focused on system health and up-time, while separately, IT service management (ITSM) teams manage and remediate end-user issues. The silos between these two functions have spurned challenges that can be overcome with improved integration, collaboration, and transparency across practices. ITSM and ITOM teams are working toward the same goals of up-time, accessibility and improved customer experience. So why can’t they integrate better for delivering on these objectives?
In this presentation, we explore:
The cause and business impact of silo'ed ITSM and ITOM practices
The benefits of improving integration, collaboration, and transparency across practices
Ways for you to exploit the inefficiencies and key metrics you can present the business in advocating for a better solution
And, we’ll introduce the solution of platform thinking, where silos are broken down between IT practices, and technology is operated and managed as a unified front with an open framework of adaptability.
Learn how to present a better solution for improving IT efficiencies, delivering improved customer experience, and enabling innovation throughout your organization, by bringing ITSM and ITOM practices together.
ITOM Platform features to look for if ITSM integration is important to your organization:
SERVICE HEALTH MANAGEMENT: Unified discovery and intelligence, Live asset Inventory, Unified service performance, Visual workflows in service maps
AIOPS MACHINE LEARNING: Intelligent event correlation, Noise suppression, Situational awareness, Incident Response
INTEGRATED TICKETING REQUESTS: Automated Escalations, Comprehensive Incident Collaboration
POLICY AUTOMATION SCRIPTS: Out of the box scripts, Customize scripts
SERVICE REMEDIATION: Enforce Process Governance, Automated Remediation Policies, Secure Infrastructure Access
Learn more at https://www.opsramp.com
Also, follow us on social media channels to learn about product highlights, news, announcements, events, conferences and more:
Twitter - https://www.twitter.com/OpsRamp
LinkedIn - https://www.linkedin.com/company/opsramp
Facebook - https://www.facebook.com/OpsRampHQ/
The CMDB is the ServiceNow database that stores information about all technical services. Within the CMDB Discovery, the support information for each service offering is stored in a Configuration Item (CI) specific to that service. It enables IT teams, to better manage their infrastructure especially in the areas of business service impact analysis, asset management, and compliance. Learn how our ServiceNow experts use CMDB’s Core capabilities to assist businesses and organizations in monitoring and detecting health issues
This document presents an example model for Service Integration and Management (SIAM) based on ITIL best practices. It defines SIAM as an approach to manage and coordinate services from multiple providers. The model has several key components, including core SIAM capabilities, business relationship management, and operational components. It also provides examples of how common ITIL processes could be adapted for a SIAM approach, such as having a SIAM process owner and integrating change management. The overall model is intended to help organizations design and implement an effective SIAM approach for managing services from multiple external providers.
This document provides an overview of the key building blocks for designing a Configuration Management Database (CMDB) blueprint. It discusses the need to define the scope, span, and methods for the CMDB model, including identifying configuration item types and attributes, relationships between items, and strategies for populating the database. It also provides examples of configuration item categories and types that could be included in the CMDB, as well as an overview of the components of an operational IT landscape that the CMDB would help manage.
Gartner 2013 it cost optimization strategy, best practices & risksSatya Harish
1. The document discusses proven practices for optimizing IT spending, including establishing baselines, identifying cost optimization opportunities, developing an optimization strategy, and tracking benefits.
2. It emphasizes that cost optimization should be an ongoing discipline rather than a one-time project, and outlines a framework for establishing an IT cost optimization program.
3. Several opportunities for cost savings are identified, such as optimizing infrastructure, application portfolio management, and improving application delivery; and factors for evaluating opportunities like potential benefits, time requirements, and risks are covered.
This document provides an overview of IT Service Management. It discusses definitions of service and service management. It introduces the IT Infrastructure Library (ITIL) framework, which is the most widely accepted approach for IT Service Management. ITIL provides best practices for IT Service Management. The document outlines the history and versions of ITIL, including ITIL v2 and v3. It also briefly mentions other related frameworks, such as COBIT and ISO/IEC 20000.
GSS America\'s Workplace Services aim at equipping customer’s business with round-the-clock support, through its Global Operations Command Center (GOCC). Its comprehensive range of workplace services gives customers the ability to reduce their costs and improve their service levels. GSS intends to help global enterprises cut down on their infrastructure maintenance costs and provide access to expert skills.
The document describes the various functions and capabilities provided by the TM Forum Application Framework Release 12.5. It includes sections on partner management, revenue assurance management, customer management, billing, fulfillment, service management, resource management, product management and more. Diagrams are provided showing the different domains and capabilities within each domain.
Integrating It Frameworks, Methodologies And Best Practices Into It Delivery ...Alan McSweeney
The document proposes an integrated IT solution and operations management approach consisting of two pillars: 1) Architecture and Realisation, which is concerned with enterprise vision, strategy, architecture, implementation and operation. 2) Management and Processes, which addresses management of initiatives, programmes, projects and associated processes. It suggests grouping relevant frameworks under these pillars to provide guidance on core functions. Frameworks can help organizations quickly develop core competencies across functions like quality management, resource management, and financial management.
SVAM provides managed IT services such as application development and maintenance, remote infrastructure management, and database administration. It utilizes an onshore-offshore delivery model called CorrectShoreSM to deliver these services at a lower cost while maintaining quality. SVAM has experience across various technologies and works with clients in industries such as telecommunications and manufacturing.
This document discusses managed IT services provided by GSS America. It outlines various challenges faced by organizations including budget constraints, lack of skills, and regulatory compliance issues. GSS provides a range of managed services including infrastructure management, application management, and service delivery frameworks. Case studies demonstrate how GSS has helped clients through dedicated support teams, standard operating procedures, and optimized costs while ensuring quality of service and end user satisfaction.
The document discusses the need for organizations to adopt best practice frameworks to address increasing business challenges. It argues that no single framework provides a perfect solution and that organizations need to adopt practices from multiple frameworks like Lean, Agile, DevOps, and ITIL while focusing on value and continual improvement. ITIL 4 is highlighted as an updated framework that incorporates systems thinking and value co-creation. Guiding principles from each approach are examined to help integrate techniques while addressing organizational culture. The presentation concludes by emphasizing the importance of adopting and adapting multiple frameworks to optimize work across functions through the lens of the customer's value.
This document discusses implementing successful IT service management (ITSM) systems. It begins with basic definitions of ITSM, ITIL, and ISO 20000. It then covers the ITSM hierarchy and various ITSM certifications for organizations and professionals. The document outlines the implementation process in three phases and emphasizes focusing on people, processes, and technology. It provides an overview of various ITSM tools and technologies and concludes with factors that can lead to ITSM resistance and tips for successful change management when implementing ITSM.
Accenture has developed a capability design and data sourcing methodology that provides a structured framework for processing data, populating reports, and collecting reporting requirements. The methodology addresses challenges such as manual processes, lack of documentation, difficulty investigating adjustments, and managing changes. It offers solutions focused on data quality, sourcing, and centralizing capabilities to create efficiencies and help clients address new complex reporting challenges.
When two large companies merge, it often takes a while – years in some cases – before processes get redesigned to span all departments, and the new organization settles into a lean and profitable machine. And the same is true of OSS/BSS. These systems have been designed for two different purposes: to keep the network operational and to keep it profitable. But today’s demanding networks need the functions of both of these systems to work together, and to work across the varying lifecycles of products and services.
Personally designed (content + graphics design), officially accredited ITIL® Foundation courseware.
ITIL® is part of the AXELOS Global Best Practice Guidance.
Trademarks are properties of the holders, who are not affiliated with courseware author.
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
Defining Services for a Service CatalogAxios Systems
The document discusses designing and defining services for a service catalog. It outlines that a service catalog involves defining IT services and components, as well as business services, and mapping their relationships. It also discusses involving both IT and customers to understand key needs and priorities. The document provides guidance on how to structure services in a service catalog hierarchy and design the various elements and views needed, including user, business and technical views. It emphasizes the importance of strategy workshops to get input from stakeholders and ensure buy-in for a successful service catalog.
This document provides an overview of the ITIL Foundation publication. It introduces Axle Car Hire, a fictional company undergoing a digital transformation using ITIL best practices. The publication covers the key concepts of the ITIL service value system framework and management practices. It is intended to help readers understand ITIL 4 and support candidates studying for the ITIL Foundation exam.
This document discusses service design in ITSM and how to align business services with enterprise architecture. It provides definitions of key terms like enterprise architecture, IT service management, and service catalog. It describes modeling business, application, and technology services in different layers. The document outlines steps to define a service, including identifying business objectives, setting attributes with owners, integrating data sources, and automating data reconciliation. It also discusses service relationships, attributes, ownerships, and using ServiceNow for service management.
ServiceNow is the enterprise IT cloud company. We transform IT by automating and managing IT service relationships across the global enterprise. Organizations deploy our service to create a single system of record for IT and automate manual tasks, standardize processes, and consolidate legacy systems. Using our extensible platform, our customers create custom applications and evolve the IT service model to service domains inside and outside the enterprise.
The CMDB is the ServiceNow database that stores information about all technical services. Within the CMDB Discovery, the support information for each service offering is stored in a Configuration Item (CI) specific to that service. It enables IT teams, to better manage their infrastructure especially in the areas of business service impact analysis, asset management, and compliance. Learn how our ServiceNow experts use CMDB’s Core capabilities to assist businesses and organizations in monitoring and detecting health issues
This document presents an example model for Service Integration and Management (SIAM) based on ITIL best practices. It defines SIAM as an approach to manage and coordinate services from multiple providers. The model has several key components, including core SIAM capabilities, business relationship management, and operational components. It also provides examples of how common ITIL processes could be adapted for a SIAM approach, such as having a SIAM process owner and integrating change management. The overall model is intended to help organizations design and implement an effective SIAM approach for managing services from multiple external providers.
This document provides an overview of the key building blocks for designing a Configuration Management Database (CMDB) blueprint. It discusses the need to define the scope, span, and methods for the CMDB model, including identifying configuration item types and attributes, relationships between items, and strategies for populating the database. It also provides examples of configuration item categories and types that could be included in the CMDB, as well as an overview of the components of an operational IT landscape that the CMDB would help manage.
Gartner 2013 it cost optimization strategy, best practices & risksSatya Harish
1. The document discusses proven practices for optimizing IT spending, including establishing baselines, identifying cost optimization opportunities, developing an optimization strategy, and tracking benefits.
2. It emphasizes that cost optimization should be an ongoing discipline rather than a one-time project, and outlines a framework for establishing an IT cost optimization program.
3. Several opportunities for cost savings are identified, such as optimizing infrastructure, application portfolio management, and improving application delivery; and factors for evaluating opportunities like potential benefits, time requirements, and risks are covered.
This document provides an overview of IT Service Management. It discusses definitions of service and service management. It introduces the IT Infrastructure Library (ITIL) framework, which is the most widely accepted approach for IT Service Management. ITIL provides best practices for IT Service Management. The document outlines the history and versions of ITIL, including ITIL v2 and v3. It also briefly mentions other related frameworks, such as COBIT and ISO/IEC 20000.
GSS America\'s Workplace Services aim at equipping customer’s business with round-the-clock support, through its Global Operations Command Center (GOCC). Its comprehensive range of workplace services gives customers the ability to reduce their costs and improve their service levels. GSS intends to help global enterprises cut down on their infrastructure maintenance costs and provide access to expert skills.
The document describes the various functions and capabilities provided by the TM Forum Application Framework Release 12.5. It includes sections on partner management, revenue assurance management, customer management, billing, fulfillment, service management, resource management, product management and more. Diagrams are provided showing the different domains and capabilities within each domain.
Integrating It Frameworks, Methodologies And Best Practices Into It Delivery ...Alan McSweeney
The document proposes an integrated IT solution and operations management approach consisting of two pillars: 1) Architecture and Realisation, which is concerned with enterprise vision, strategy, architecture, implementation and operation. 2) Management and Processes, which addresses management of initiatives, programmes, projects and associated processes. It suggests grouping relevant frameworks under these pillars to provide guidance on core functions. Frameworks can help organizations quickly develop core competencies across functions like quality management, resource management, and financial management.
SVAM provides managed IT services such as application development and maintenance, remote infrastructure management, and database administration. It utilizes an onshore-offshore delivery model called CorrectShoreSM to deliver these services at a lower cost while maintaining quality. SVAM has experience across various technologies and works with clients in industries such as telecommunications and manufacturing.
This document discusses managed IT services provided by GSS America. It outlines various challenges faced by organizations including budget constraints, lack of skills, and regulatory compliance issues. GSS provides a range of managed services including infrastructure management, application management, and service delivery frameworks. Case studies demonstrate how GSS has helped clients through dedicated support teams, standard operating procedures, and optimized costs while ensuring quality of service and end user satisfaction.
The document discusses the need for organizations to adopt best practice frameworks to address increasing business challenges. It argues that no single framework provides a perfect solution and that organizations need to adopt practices from multiple frameworks like Lean, Agile, DevOps, and ITIL while focusing on value and continual improvement. ITIL 4 is highlighted as an updated framework that incorporates systems thinking and value co-creation. Guiding principles from each approach are examined to help integrate techniques while addressing organizational culture. The presentation concludes by emphasizing the importance of adopting and adapting multiple frameworks to optimize work across functions through the lens of the customer's value.
This document discusses implementing successful IT service management (ITSM) systems. It begins with basic definitions of ITSM, ITIL, and ISO 20000. It then covers the ITSM hierarchy and various ITSM certifications for organizations and professionals. The document outlines the implementation process in three phases and emphasizes focusing on people, processes, and technology. It provides an overview of various ITSM tools and technologies and concludes with factors that can lead to ITSM resistance and tips for successful change management when implementing ITSM.
Accenture has developed a capability design and data sourcing methodology that provides a structured framework for processing data, populating reports, and collecting reporting requirements. The methodology addresses challenges such as manual processes, lack of documentation, difficulty investigating adjustments, and managing changes. It offers solutions focused on data quality, sourcing, and centralizing capabilities to create efficiencies and help clients address new complex reporting challenges.
When two large companies merge, it often takes a while – years in some cases – before processes get redesigned to span all departments, and the new organization settles into a lean and profitable machine. And the same is true of OSS/BSS. These systems have been designed for two different purposes: to keep the network operational and to keep it profitable. But today’s demanding networks need the functions of both of these systems to work together, and to work across the varying lifecycles of products and services.
Personally designed (content + graphics design), officially accredited ITIL® Foundation courseware.
ITIL® is part of the AXELOS Global Best Practice Guidance.
Trademarks are properties of the holders, who are not affiliated with courseware author.
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
Defining Services for a Service CatalogAxios Systems
The document discusses designing and defining services for a service catalog. It outlines that a service catalog involves defining IT services and components, as well as business services, and mapping their relationships. It also discusses involving both IT and customers to understand key needs and priorities. The document provides guidance on how to structure services in a service catalog hierarchy and design the various elements and views needed, including user, business and technical views. It emphasizes the importance of strategy workshops to get input from stakeholders and ensure buy-in for a successful service catalog.
This document provides an overview of the ITIL Foundation publication. It introduces Axle Car Hire, a fictional company undergoing a digital transformation using ITIL best practices. The publication covers the key concepts of the ITIL service value system framework and management practices. It is intended to help readers understand ITIL 4 and support candidates studying for the ITIL Foundation exam.
This document discusses service design in ITSM and how to align business services with enterprise architecture. It provides definitions of key terms like enterprise architecture, IT service management, and service catalog. It describes modeling business, application, and technology services in different layers. The document outlines steps to define a service, including identifying business objectives, setting attributes with owners, integrating data sources, and automating data reconciliation. It also discusses service relationships, attributes, ownerships, and using ServiceNow for service management.
ServiceNow is the enterprise IT cloud company. We transform IT by automating and managing IT service relationships across the global enterprise. Organizations deploy our service to create a single system of record for IT and automate manual tasks, standardize processes, and consolidate legacy systems. Using our extensible platform, our customers create custom applications and evolve the IT service model to service domains inside and outside the enterprise.
The document discusses integrating the monitoring system Zenoss with the ticketing system ServiceNow for incident management and configuration management database (CMDB) purposes. It describes why customers would want each integration, what features the integrations provide, and how the integrations work technically. The incident management integration allows for automated ticket creation and updating based on monitoring events. The CMDB integration syncs device and component data between the two systems.
This document provides an overview of IT operations management solutions from ORSYP, including execution and monitoring products. It discusses Dollar Universe and UniJob for automated workload management across servers and databases. Sysload and Streamcore are presented as solutions for infrastructure performance monitoring, reporting, and optimization of network usage. ORSYP is a global company with over 1600 customers, 26 years of experience, and offices worldwide that provides flexible, scalable solutions to help customers manage their IT operations.
In an era when many IT organizations are transforming themselves from cost centers into business enablers, the maturity of an organization’s approach to infrastructure monitoring becomes critical. The IT operations team must move beyond ad hoc monitoring and embrace an approach that actively optimizes the infrastructure for business innovation and agility. A maturity model for infrastructure monitoring offers enterprises guidance on how to achieve that goal.
These slides - baesd on the webinar featuring Shamus McGillicuddy, senior analyst at leading IT analyst firm Enterprise Management Associates (EMA), and Scott Frymire, director of marketing at SevOne - examine:
- The functional capabilities that are required of a mature monitoring platform
- The cultural and process-oriented aspects of a mature IT operations team
- SevOne’s product-agnostic, five-stage maturity model for infrastructure monitoring
The document discusses strategies to prevent "Dead Cat Syndrome", which occurs when an IT project fails to achieve the intended operational readiness and organizational benefits after launch. It identifies four key strategies:
1. Establishing a warranty period where the project team remains responsible for issues.
2. Ensuring operational robustness through testing, meeting operational acceptance criteria, and establishing non-functional requirements.
3. Facilitating organizational change such as knowledge transfer, administration procedures, and escalation processes.
4. Improving communication through project liaison, service design guidance, and project support.
The document discusses various methods for integrating ServiceNow with external systems and populating the configuration management database (CMDB). It describes integration use cases like authentication, bulk data import/export, and transactional data exchange. Specific integration methods covered include the mid server, import sets, transform maps, REST API explorer, REST messages, processors, and web services. The document provides guidance on best practices for integrations and details on integration interfaces like email, JDBC, JSON, SOAP, REST, and data export.
This document outlines an IT asset management strategy and implementation plan using ServiceNow. It discusses defining asset management processes, roadmapping the strategy, and configuring ServiceNow. The agenda includes discussions of ITAM definitions, roadmapping, ServiceNow configuration, and configuring the CMDB. It provides an overview of asset management lifecycles and processes, and how ServiceNow can provide a shared architecture to integrate various IT systems into a centralized CMDB for improved asset visibility, software license management, and operational efficiencies. Key goals are accurate inventory, optimized procurement, and governance/compliance.
Configuration Management in the Cloud - Cloud Phoenix Meetup Feb 2014Miguel Zuniga
This document discusses configuration management tools Puppet and Chef in the cloud. It provides an overview of what configuration management is and why it is more painful in cloud environments where resources are dynamic. It then covers using infrastructure as code and discusses Puppet and Chef architectures, code examples, and how to use them in a masterless configuration in the cloud. Key aspects covered include using repositories to manage code, rebuilding on failure, and dynamically updating config files using knife to search inventory in Chef.
A new organization has been founded that leverages professional development and networking in the area of IT Asset Management.
Join us at this presentation and learn how to get involved!
Our team has implemented several Helpdesk, ITSM & BSM projects and has a vast global experience.
Our team comprises of highly qualified and certified professionals such as Helpdesk and ITSM Practitioners, who are obsessed to deliver business solutions and services. eStomi has partnered with BMC and Clarive to provide professional services. eStomi also is –
- India’s first and the only certified OTRS System Integrator Partner.
- India’s first and the preferred ITRP Partner.
- India’s first and the only iTop Partner.
- Bangalore’s first and the only Wolken Partner.
Financial Management with ServiceNow at FrankeAspediens
This document provides a historical overview of Franke Group, a kitchen and bathroom systems manufacturer, from 1911 to present. It discusses the founding of Franke in 1911 and changes in ownership over time. It then summarizes reorganizations of the company in the 2000s and 2010s that resulted in new divisions and subsidiaries. The document also describes Franke's IT organization in 2015 and a project to integrate its internal cost allocation system, called PxQ, into its ServiceNow IT service management platform to improve transparency, flexibility, and reporting of internal IT costs.
Xerox uses Splunk to monitor its electronic payment processing systems. Some key benefits of Splunk include huge time savings over its previous Tivoli platform, increased efficiencies across the business from automated features, and improved visibility into transaction processing through Splunk dashboards. Splunk helps with IT operations monitoring, compliance activities, fraud management, and SSL certificate management. Xerox is able to track $90 billion in payments annually and monitor fraud in real-time using Splunk.
Is your organization considering ServiceNow? Do you own Microsoft System Center? Join us for a candid discussion of the technical and business aspects of this very important decision in a way you've never seen before, with an insightful head-to-head comparison of key feature areas, including:
-Service and Asset Management
-Self-Service and Automation
-Dashboarding and Data Visualization
-Hosting Options and Cloud Futures
-Real-world TCO Comparison: Do the dollars make sense?
There is no doubt that Openstack represents one of the massive industry alignment towards the Open source cloud, Some even touting it to be the linux of cloud computing. But is it “THE” perfect solution ?
Vanilla Openstack is a “Myth”
The choice of Openstack as part of your cloud strategy purely depends on the kind of workload and the add-on features.
Openstack can be a serious contender especially for fresh deployments and applications that are being architected for cloud. But as the environment gets diverse(legacy integrations) Openstack can be tricky to integrate and maintain
One might require a vendor based Cloud management platform especially when the cloud strategy involves public clouds(AWS, Azure, GCE) and migration of application services across
No doubt it is fully open source, but it comes with learning curve, release cycles, Vendor specific driver integrations etc.
Interesting developments with respect to containers, docker, Kubernetes, Mesosphere etc will challenge Openstack
Openstack will no doubt will grow mature over next couple of years, until then, the hunt for the CMP continues...
Topics of interest :
to build a true hyper converged cloud ?
as an enterprise cloud management platform ?
public cloud ? (as a CSP)
Telco carrier grade cloud ?
VNF, MANO and SDN integrations
The Service-Oriented Enterprise with ServiceNowAspediens
Every department in the enterprise is a service provider. While service relationships are well defined and automated within IT, they are often inefficient, unstructured or non-existent in other enterprise service domains. Georg Maureder, Solution Architect EMEA at ServiceNow will tell you how savvy IT leaders view this as an opportunity to help their business peers replace inefficient email-based service request and fulfilment processes with a proven IT service model.
Using Chef for Automated Infrastructure in the CloudJesse Robbins
The document discusses automating cloud infrastructure with Chef. It begins by explaining Chef's principles of being idempotent, having reasonable defaults, and supporting various programming styles. It then provides examples of using Chef to automate sudo permissions by writing a recipe to install packages, configure the sudoers file template, and create a role to manage sudo configuration. The overall document introduces Chef and demonstrates how to use it to automate systems configuration.
SACM Workshop Best Practice and Road Map Implementation Process Guide - PL Co...Phil Tishberg
This document summarizes the findings and recommendations from a Service, Asset & Configuration Management workshop between PL Corporation and ServiceNow. Key findings include that PL currently lacks a central asset repository, standardized asset lifecycle processes, a defined SACM organization, and integration between asset management and business services. Recommendations include establishing a ServiceNow data model, SACM roles and responsibilities, standardized asset lifecycle processes, a ServiceNow CMDB, and business service maps. An implementation plan is provided to address these areas in a phased approach.
Asignet's patented solution provides technology expense management, inventory management and integration, utilization reporting, vendor web portal automation and provisioning, automated email and web parsing, and integrated business intelligence. It works by discovering organizations' IT and telecom assets and building them into an inventory database, then using workflows and automation to manage assets and integrate with vendors. The key benefits are reduction of expenses, improved productivity, contract compliance, accurate inventory, and streamlined processes.
Automating the Enterprise with CloudForms & AnsibleJerome Marc
Automating the Enterprise with CloudForms & Ansible:
- Self-service IT requests and automated delivery of IT services.
- Automated configuration and policy enforcement of deployed systems.
- Operational visibility and control.
Sara provides IT solutions such as SAP HANA infrastructure, consulting, and digital transformation services including smart city, healthcare, and data center solutions. It aims to generate revenue of 175 crore by 2023 through growing its team, quality solutions, and global presence. Key services outlined include SAP HANA consulting, fintech solutions, healthcare IT systems, IoT and data analytics platforms, and modular data center infrastructure. Sara's execution methodology focuses on customer-centric governance, quality processes, service values, and continuous learning.
Enterprise Service Management: Taking a Paradign Shift in the Digital EraJK Tech
Learn how you can utilize the integrated service management solution which combines the power of IoT, AI (Artificial Intelligence) and RPA (Robotics Process Automation) to modernize your enterprise service need
Improve IT operations management with ServiceNow and IronstreamPrecisely
In today’s complex landscape of infrastructure and apps, it’s increasingly challenging to know what’s happening across your organization – and to resolve issues before they impact the business.
Precisely helps you seamlessly integrate critical IBM i and mainframe systems with ServiceNow—providing you with complete visibility into your IT infrastructure. You can proactively manage incidents, make data-driven decisions, and enhance efficiency like never before.
Ironstream for ServiceNow is the only Now® Certified solution to seamlessly integrate these critical IBM systems into the ServiceNow platform to deliver a single, comprehensive view of your entire IT landscape. Whether you leverage SerivceNow’s Discovery, Service Mapping or Event Management capabilities, Ironstream can extend and enhance their value by including the data from the importin IBM systems in your environment.
Join us for this webcast to hear about:
• Why customers are choosing ServiceNow
• The importance of including mainframe and IBM i data
• Easily access Ironstream through the ServiceNow Store
Fujitsu World Tour 2017: ServiceNow - Lightspeed EnterpriseFujitsu India
The document discusses ServiceNow's vision for the future of work and enterprise software. It highlights how ServiceNow provides a single system of action that can automate all services on one platform. This platform includes features like contextual collaboration, predictive modeling, and an intelligent automation engine. The document also discusses how ServiceNow aims to deliver modern, delightful user experiences through features like mobile access and social conversations. Finally, it asserts that ServiceNow's vision will help organizations innovate, simplify work, and deliver great experiences for customers and employees.
- The document discusses the need for organizations to modernize their business travel and expense management processes to keep up with changes in the industry and expectations of digital-savvy employees. It highlights issues with legacy paper-based systems like lack of visibility, control over costs, and vulnerability to fraud.
- The solution proposed is an all-digital, across-devices travel and expense management system called PRESM that uses event processing and state machines. It enables fast, paperless requests and approvals, visibility into spending, integration with partners, and analytics to reduce costs and fraud.
- Key benefits of the PRESM system include simplified and streamlined travel booking and expense reporting, real-time updates, and hosting on cloud infrastructure
ServiceNow ITOM assists you in integrating with your existing ITSM platform to obtain insight into your end-to-end company services. It can benefit from improved efficiency and gain knowledge about your IT landscape. It will also assist you with assessing the health of your service by enabling self-service capabilities to engage in a multi-cloud approach. ITOM ensures that your systems are available 24/7, optimizes the allocation of resources, minimizes expenditures on infrastructure, and enhances security and efficiency.
1) Capgemini Architecture week will feature a presentation from TIBCO on building an event enabled enterprise.
2) The TIBCO platform allows organizations to build event-driven applications using components like messaging, event processing, analytics, and cloud technologies.
3) Events from different parts of an organization like employees, customers, devices, and service providers can be captured and used to enable real-time understanding and action.
ServiceNow ITSM (Information Technology Service Management) is a collection of activities and tools for designing, offering and effectively handling IT services. ITSM is used to manage incidents, service requests, problems, and changes, that frequently interact via an ITSM framework. As a client-focused approach to IT service, enable users to address technical issues autonomously, boost the productivity of the IT staff, decrease IT risks, and lower IT operating expenses.
Enhance Your Organization's Abilities with ServiceNow ITSM.pdfAelum Consulting
ServiceNow ITSM is an essential component for organizations looking to simplify operations, improve service delivery, and boost productivity. During this drive for perfection, ServiceNow ITSM emerges as a strong solution redefining how businesses operate and maximize their information technology services.
Any modern business with digital assets requires a robust site reliability framework to secure it’s digital domains and ensure uninterrupted service delivery.
This is essential to protect revenue streams and brand value as well as to shield your website against cyber threats.
VMworld 2013: Create a Key Metrics-based Actionable Roadmap to Deliver IT as ...VMworld
VMworld Europe 2013
Enrico Boverino, VMware
Rodolfo Rotondo, VMware
Learn more about VMworld and register at http://www.vmworld.com/index.jspa?src=socmed-vmworld-slideshare
In this new Accenture Finance & Risk presentation we explore an approach for implementing financial reporting robotics in order to automate processes across regulatory reporting capabilities and improve efficiency. View our presentation to learn more.
For more on regulatory reporting, see presentation on User Defined Tools: http://bit.ly/2rinORX
Visit our blog for latest Regulatory Insights: https://accntu.re/2qnXs1B
Overview of current integration & examples of future additional alignment to deliver higher value for both ServiceNow and AppDynamics.
With AppDynamics and ServiceNow on your application:
– Automate ticket creation process into ServiceNow – Reduce troubleshooting time
and minimize impact on your application
– Intelligent alerting – Dynamic baselines generate alerts only when performance
deviates from normal behavior. No more alert storming
– Full call stack analysis – Quickly identify the root cause of performance issues
with code-level diagnostics
The TCS Cloud Plus Operation Manager solution provides real-time monitoring of enterprise applications across platforms and infrastructure. It tracks key performance indicators to enable proactive issue resolution and enhances IT agility. The solution collects data from various sources, correlates it using advanced analytics, and provides a centralized dashboard with alerts and tickets for issues. TCS brings expertise in delivering such operation management solutions across industries along with benefits like pre-defined templates, intelligent integration, and rapid deployment.
Pure Optimization, SaaSops, FinOps for Cost OptimizeAanSulistiyo
The document discusses Microsoft's Pure Optimization Service and SaaS operations services. The Pure Optimization Service provides end-to-end optimization of Microsoft licensing renewals. It uses a full team to identify all possible savings at renewal time, with the customer only paying 30% of identified savings. SaaS operations services help with challenges like cost management, software portfolio management, and security relating to cloud-based software usage. The services provide recommendations to optimize technology investments, manage costs, improve efficiency through automation, and enhance governance, compliance, and security.
AMB410: ITxM: The ITAM, ITSM, and Security CrossroadsIvanti
This document discusses the value of integrating IT service management (ITSM), IT asset management (ITAM), and security. It notes that bringing these domains together can provide benefits like a consolidated view of events, adaptive architectures, continuous response, and enabling DevOps, ITAMOps and SecOps. The document outlines the process involved, such as addressing staffing cultural differences, defining process overlaps and synergies, and configuring process automation. It presents an attainment model showing levels from initial to optimized integration of ITSM, ITAM and security.
This document introduces Red Hat Mobile Application Platform. It discusses how mobile apps have benefited companies in various ways like better work productivity and customer satisfaction. It also talks about how mobile has been a catalyst for digital transformation in organizations from being device-centric to becoming information-centric. The document then provides an overview of Red Hat Mobile Application Platform which uses Node.js for app development, a Mobile Backend-as-a-Service for common mobile features, and allows for hybrid cloud deployment on OpenShift Enterprise or Online.
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