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IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
IBM SmartCloud Solutions
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IBM SmartCloud Solutions

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  • 1. © 2013 IBM Corporation1IBM SmartCloud Control DeskOverviewByUffe RasmussenIBM Sweden
  • 2. © 2013 IBM Corporation2Uffe Rasmussen● Consultant for IBM Global Business Services, Sweden● 6 years experience in Service Management and IT Asset Management● Has been involved in the design of OOTB incident process● Participating in the beta program● Has ​​developed certification exams● Run project from multinational customer to customers with 2 servicedesk agent● ITIL certifed
  • 3. © 2013 IBM Corporation3SmartCloud Control Desk● ITIL - Roles and Process● Architecture and integrations● Delivery Models● Install / Upgrade / Migration● SCCD Overview (3 Gui designs)● Self service center– Service Catalog– AppStore– Chat● Startcentre● Applications– Asset overview– Some Change / Asset / Configuration features– Gui design and features ( 5 sec, Richtext, maps, remotecontrol)● TPAE / Tools– Runbook / workflow– Notificationer– Rapportering● Community / Links
  • 4. © 2013 IBM CorporationOGC4§ All included, noneed for extramodules,i.e. Customer Surveymodule included§ Strong integration to otherIBM and non-IBM tools, ie.Discovery, Monitoring andEnd Point Management
  • 5. © 2013 IBM CorporationArchitecture § Operating Systems:Windows,Linux (Red Hat or SUSE),Unix (AIX, Solaris or HP-UX)§ Virtualization Environments:VMWare, KVM,Power/VM, PR/SM, zVM§ Application Servers:WebSphere,Oracle,Java Runtime§ DataBases:MS SQL, Oracle, DB2,§ LDAP:IBM TDS, MS Active Directory§ e-mail protocols:POP3, IMAP, SMTP§ Instant Messaging:Build in or integration to: Google Chat,Twitter, Jabber,MS Office communicator,Lotus Sametime,§ Mobile support:iOS, Android§ Integration examples:Excel, Flat file, Launch in context, XMLdocuments, HTTP(S) posts, Web Services,JMS transactions, ODBC, Integration tables25 out-of-the-box LanguagesSame solution/technology delivered as SaaS or on-premiss,making switching method very easy....5
  • 6. © 2011 IBMCorporationExtensive Integrations available Out-of-the-boxApplications for Different DisciplinesApplications for Different DisciplinesRole-Based, Adaptive User Interfaces & DashboardsRole-Based, Adaptive User Interfaces & DashboardsAssetRoles, Organization, Sites,Changes, Incidents, …Asset & Configuration Mgmt DatabaseCI AutomationIBM Tivoli Integration Composer (ITIC)ConfigurationManagementService Catalog &Request MgmtIncidentManagementProblemManagementChangeManagementReleaseManagementIT AssetManagementLicenseManagementProcurementManagementSRM SRM SRM CCMDB CCMDBTAMITTAMITTAMITCCMDBConfigurationManagementService Catalog &Request MgmtIncidentManagementProblemManagementChangeManagementReleaseManagementIT AssetManagementLicenseManagementProcurementManagementSRM SRM SRM CCMDB CCMDBTAMITTAMITTAMITCCMDBCommon Runtime & ServicesWorkflow, Notification, Escalation, SecurityIBM SmartCloudControl DeskComputerTelephonySystemsGenesysGenesysCiscoCiscoJTAPIJTAPIThird Party Service DesksHP ServiceManagerHP ServiceManagerBMCRemedyBMCRemedySAP Solution ManagerSAP Solution ManagerMonitoringSystemsOmnibusOmnibusNetcoolImpactNetcoolImpactTBSMTBSMDevelopment &Runtime SystemsRationalTeamConcertRationalTeamConcertRationalClearQuestRationalClearQuestEmail-drivenTicketing Business Partner IntegrationsAlarm PointAlarm Point Infrared 360Infrared 360Provisioning ToolsTPMTPMTivoli Identity MgrTivoli Identity MgrSecurity Mgmt ToolsInstant MessagingLotusSametimeLotusSametimeGoogle ChatGoogle ChatMicrosoftOfficeCommunicatorMicrosoftOfficeCommunicatorJabberJabberTwitterTwitterDiscovery ToolsTAD4DTAD4D TAD4zTAD4z TADDMTADDMCentennialCentennialAltirisAltirisMicrosoft SCCM & SMSMicrosoft SCCM & SMSITNMITNMTEMTEMAssets and InfrastructureAssets and InfrastructureProduction Distribution PeopleTransportation FacilitiesVirtualized & Heterogeneous InfrastructureDiverse AssetsSecurityVoiceStorageSystem NetworkApplications InformationTechnologyAssets and InfrastructureAssets and InfrastructureProduction Distribution PeopleTransportation FacilitiesVirtualized & Heterogeneous InfrastructureDiverse AssetsSecurityVoiceStorageSystem NetworkApplications InformationTechnologyRationalAsset MgrRationalAsset MgrIDMLFrommanyproductsWebSphereService Registry& RepositoryWebSphereService Registry& RepositoryThird Party Tools6License MgmtIBM Passport Adv (PPA, PPz)IBM Passport Adv (PPA, PPz)
  • 7. © 2013 IBM Corporation77IBM SmartCloud Control DeskMultiple PackagesSmartCloud Control DeskEntry EditionSimple Service DeskInexpensive entry priceSimplified UI / workflowsSmartCloud Control DeskFull ISM Suite withService Request MgmtService DeskService CatalogChange MgmtConfiguration MgmtRelease MgmtIT Asset MgmtProcurement MgmtLicense MgmtSmartCloud Control DeskService Provider EditionSupport multiple clients IBM Cloud On-PremiseUsers & ToolsVPNTunnelSaaS(on IBM Cloud)VirtualMachineImagesEnterprise(custom)InstallBusinessPartnersProvidingSaaSCustomersMultiple Delivery Models
  • 8. © 2013 IBM Corporation8Update / Installation
  • 9. © 2013 IBM Corporation9Migration●Integrated Migration engine● Snapshot or Record●Release control●From Development – Test – Education - ProductionDevelopment Test Education Production
  • 10. © 2013 IBM Corporation10SmartCloud Control Desk● ITIL - Roles and Process● Architecture and integrations● Delivery Models● Install / Upgrade / Migration● SCCD Overview (3 Gui designs)● Self service center– Service Catalog– AppStore– Chat● Startcentre● Applications– Asset overview– Some Change / Asset / Configuration features– Gui design and features ( 5 sec, Richtext, maps, remotecontrol)● TPAE / Tools– Runbook / workflow– Notificationer– Rapportering● Community / Links
  • 11. © 2013 IBM CorporationThree front-ends in one11SelfServiceStartCentreApplication / Module
  • 12. © 2013 IBM CorporationSelf Service Center• Key features– Hierarchical navigation– Live Chat support– News Pod– Request Status Pod– My Assets Pod
  • 13. © 2013 IBM CorporationService Catalog• Key Features– Service Catalog cover any request– from ”support need”, ”app store, ”office supplies”,”travel requests” etc.– Rich text thoughout the solution– (paste in screen shots into text fields)– Integrates to intranet (Open Source)
  • 14. © 2013 IBM Corporation14Market Trends: Internal Enterprise App Store• End users comfortable withusing AppStores providedby companies like Apple,Google, Amazon.– Browse applications– View comments and ratings– View pricing– Click to purchase– Automated deployment to target device• Enterprises want to provide a similarexperience for internal apps – but haveadditional requirements– SW license management– Integration with procurement– Chargeback– Policy enforcement• Enterprises also have broaderrequirements for– Apps for multiple platforms• Windows, Mac, Linux– Device types• Laptops, desktops, servers, mobile• A total enterprise view requires support foran “Electronic Software Store” - not justapps – but also virtual machine requests,OS requests, storage requests• Enterprises also have to provide support forusers if they run into issues– Solutions knowledge base– Help desk– Live chat
  • 15. © 2013 IBM Corporation15Provide an Internal Enterprise App Storewith Integrated License Management, Automated Deployment, Cost Accounting &Chargeback
  • 16. © 2013 IBM Corporation16Provide an Internal Enterprise App Storewith Integrated License Management, Automated Deployment, Cost Accounting & Chargeback• Key features– Overview (with full rich text support)– Comments and Ratings– Fulfillment time view– Order form– Pricing support
  • 17. © 2013 IBM CorporationGet more Social!Comments and Ratings• Key features– Summary of individual ratings is calculated and displayed– User comments are displayed.– A user can rate the offering directly from the offering dialog, or from the servicerequest status (after fulfillment).
  • 18. © 2013 IBM CorporationRequest Fulfillment Runbook Workflow executes inSCCDEnd User1.) End User Requests Software2.) Workflow Initiated. Checks License Entitlement.3.) Automatic or manual approvals based on policy.4.) Runbook calls TEM to deploy Software5.) Software deployed to target.6.) Status & inventory information provided back to TEM.7.) TEM Software Usage Analysis is loaded into SCCD for license auditSmartCloud Control DeskRunbooks12 34TEM Server756Asset & CMDB
  • 19. © 2013 IBM CorporationEnd-user receives popup on theirdesktop that TEM is installing thesoftware
  • 20. © 2013 IBM Corporation20Request is completed – End user can see visual status• Approvals trackedexplicitly.• Interim status provided.• Progress bar indicatorprovides visual cues.
  • 21. © 2013 IBM Corporation21Live Chat – Available Out-of-the-box• Allows end users to chat with a service desk agentdirectly instead of opening a ticket or calling thehelpdesk.• Capabilities– Allows a user to open a chat session directly with an agent– Allows an agent to accept a chat from a chat queue and respond– Chat transcripts are stored in the ticket– Supports clustering for scalability• Administrative capabilities– Manage live chat queues– Indicate agent availability to accept chat sessions
  • 22. © 2013 IBM Corporation22Startcenter - Improved Look and FeelLeveraging IBM One UI Guidelines• New style sheets• Simplified Presentation• Navigation Improvements (fly-out)
  • 23. © 2013 IBM Corporation23§ Role based tabs and associatedportlets(display tabs for each role, based on userrights)§ Option for user to self-configure(based on user rights)§ Lists (sort, filter, color code)– Graph toggle option on lists– Launch to tickets from graph§ Inbox allow initiate process directlyfrom the list§ KPI guage portlets(display multible KPI’s in one portlet)Startcenter
  • 24. © 2013 IBM Corporation24SmartCloud Control Desk● ITIL - Roles and Process● Architecture and integrations● Delivery Models● Install / Upgrade / Migration● SCCD Overview (3 Gui designs)● Self service center– Service Catalog– AppStore– Chat● Startcentre● Applications– Asset overview– Some Change / Asset / Configuration features– Gui design and features ( 5 sec, Richtext, maps, remotecontrol)● TPAE / Tools– Runbook / workflow– Notificationer– Rapportering● Community / Links
  • 25. © 2011 IBM Corporation25IT Asset Management CapabilitiesAsset Management• Software Asset Management• Hardware Asset tracking• Installs, moves, adds, changes• Reconciliation/Audit• Extend beyond IT(data center facilities, power, etc.)Procurement• Procure based on standards• Create and route purchase orders• Use catalogs• Integrate with ERP systemsWork Management• Work planning and scheduling• Skills, labor, and inventory management• Service plans and cost managementService Management• Support service desk with assetconfiguration data• Service Impact ManagementContract Management• Contract Terms & Conditions• Notifications• Software ContractsLicense Management• Full Lifecycle support• Multiple License types supported• Audit Ready ReportsFinancial Management• Purchase/Lease Cost Tracking• Work/Service Cost Tracking• Usage Accounting• Total Cost of OwnershipIT AssetManagementEasy Configuration• UI, dashboards, KPIs, reports• Process workflows with alerts &escalations• New applications
  • 26. 26Understand the logical (digital) topology of theinfrastructure inside and outside the data centerLogical topology from external cell relays to internal business applications.Overlays of “caution” icons indicating open incidents on particular nodes
  • 27. © 2011 IBM CorporationChange WindowsBlack out periodsChange Implementation ScheduleAutomated Change Scheduling- Tasks, People, CI windowsSchedule Conflict DetectionSchedule VisualizationResourceConstraintsChartPredecessorconstraint indicatorView entire Changeand individual tasksfor that ChangeAgents /ManagersWith Role-basedUIs(e.g. IncidentAnalyst, ChangeManager)Scheduling – Subject to multiple constraints27
  • 28. © 2013 IBM Corporation28SmartCloud Control Desk● ITIL - Roles and Process● Architecture and integrations● Delivery Models● Install / Upgrade / Migration● SCCD Overview (3 Gui designs)● Self service center– Service Catalog– AppStore– Chat● Startcentre● Applications– Asset overview– Some Change / Asset / Configuration features– Gui design and features ( 5 sec, Richtext, maps, remotecontrol)● TPAE / Tools– Runbook / workflow– Notificationer– Rapportering● Community / Links
  • 29. 29A Picture is Worth a Thousand Words!Improving usability by studying human cognitive architecture and processing• Color visual processing has been evolving for more than 540 million years since the lower Cambrian period.• Fast visual processing was critical for the survival of the species.• The brain has evolved neural structures that allow fast parallel processing and cognition.• Language processing systems started developing in Homo Sapiens about 200,000 thousand yearsago.• Relies on serial cognitive processing which is more time consuming for comprehension and cognition.How can the service desk agents process tickets faster?When they open a ticket, how can they understand its main intent within 5 seconds?
  • 30. 30Understand a ticket in 5 seconds!• Visual header representing key information for different types of records– Service request, Incident, Problem, Change, Release– Unique progress map per record type– What is it about?– Where is it at? (progress)– Who owns it?– When is it due?
  • 31. 31At-a-glance Headers
  • 32. 32Understand and analyze geographic distribution of incidentsSearch and Analyze by Incident Priority or Zip Code
  • 33. 33View informational overlaysView information overlays combining map data with SCCDdata about the ticket and the resource.
  • 34. 34See the street view of the facility with the incident
  • 35. © 2013 IBM Corporation35SmartCloud Control Desk● ITIL - Roles and Process● Architecture and integrations● Delivery Models● Install / Upgrade / Migration● SCCD Overview (3 Gui designs)● Self service center– Service Catalog– AppStore– Chat● Startcentre● Applications– Asset overview– Some Change / Asset / Configuration features– Gui design and features ( 5 sec, Richtext, maps, remotecontrol)● TPAE / Tools– Runbook / workflow– Notificationer– Rapportering● Community / Links
  • 36. © 2013 IBM CorporationTooling36§ Powerfull admin tools open and supported for all customers at noadditional cost§ Graphical GUI Editor + Advanced database configurator§ Graphical workflow designer§ Run book automation scripts§ Simple and Advanced Integration– i.e Excel, Flat file, Launch in context, XML documents, HTTP(S) posts, Web Services, JMStransactions, ODBC, Integration tables or utilize the free integration platform!
  • 37. © 2011 IBM CorporationRunbook Workflow Library and Automation Action LibraryWorkflow LibraryAutomationAction Library237
  • 38. © 2011 IBM CorporationService Desk Scenario123Agent is assigned a new incidentAgent accesses the incident recordAgent opens Automation tab on the incident4Agent invokes one ormore Runbooks tocollect informationPingProcessInfoCollectLogs38
  • 39. © 2011 IBM CorporationService Bulletins – Creating a Bulletin
  • 40. © 2011 IBM CorporationService Bulletins – Incident Result
  • 41. 41Service Notices41March 25, 2011• Extends the Bulletin Board application to allow dynamic presentation of a warningmessage during ticket creation based on certain criteria that may be entered in the ticket.– Asset, Location, Configuration Item, or Customer can all trigger an automated Service Notice
  • 42. © 2011 IBM Corporation42150+ reports delivered42
  • 43. © 2011 IBMCorporationReports – 150+ delivered Out-of-the-BoxExternal ReportIntegrationV75 ReportingOpenDatabasePlatformBIRTIntegrationTivoli CommonReportingEmbedded ExternalizedCognos Reporting 8Direct IntegrationTCR IndirectIntegration43• SLA Compliance Reporting• Auditing and Reconciliation• Average time to close incidents• Average cost per incident• Incidents by customer•1st contact resolution•Average days to complete change•Changes with schedule conflicts•Warranty assets due•Survey results  
  • 44. © 2013 IBM CorporationA Mature technology44§ Free portal for posting enhancementrequests andvote for existing requestshttp://www.ibm.com/developerworks/rfe/execute?use_case=tutorials§ Free enablement video’s(currently more than 30)http://publib.boulder.ibm.com/infocenter/ieduasst/tivv1r0/topic/com.ibm.iea.srm/plugin_coverpage.html§ Training roadmapshttp://www-304.ibm.com/jct03001c/services/learning/us/pdfs/roadmaps/sccd_7.5.pdf§ Eco-system with free content– User Group http://tivoli-ug.org/– IBM wiki’s– IBM suport tips / tricks and field guideshttp://www-947.ibm.com/support/entry/portal/overview//software/tivoli/ibm_smartcloud_control_desk– IBM redbooks http://www.redbooks.ibm.com/portals/tivoli– IBM developer newshttp://www.ibm.com/search/csass/search/?q=SmartCloud+Control+Desk&dws=dw&ibm-search.x=-1010&ibm-search.y=-269&ibm-search=Search&sn=dw&lang=en&cc=US&ddr=&en=utf&lo=en&hpp=20http://www.tdi-users.org/twiki/bin/view/Integrator/LearningTDI– User community driven internet siteshttp://maximotimes.com/§ Free Beta-program praticipation
  • 45. © 2013 IBM Corporation45SmartCloud Control Desk● ITIL - Roles and Process● Architecture and integrations● Delivery Models● Install / Upgrade / Migration● SCCD Overview (3 Gui designs)● Self service center– Service Catalog– AppStore– Chat● Startcentre● Applications– Asset overview– Some Change / Asset / Configuration features– Gui design and features ( 5 sec, Richtext, maps, remotecontrol)● TPAE / Tools– Runbook / workflow– Notificationer– Rapportering● Community / Links

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