Portland RUG - Whats New in BMC Remedy ITSM 7-Bryan ...

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  • What is it we are trying to solve. Service Management is in such demand because business is increasingly dependent on IT. The IT environment that supports business has become increasingly complex due to ongoing advancements in business strategy as well as technology innovation, response to security threats, application changes, and capacity growth – change in the IT environment is unavoidable, even necessary. The interesting irony is that because of the new dependency, business is demanding that IT become a stable, reliable service that ensures them to achieve their business goals. However, business itself is not static. It is constantly evolving and hence, the supporting infrastructure must evolve just as much. This is where BSM comes in. Service Management presents the most common interfaces between Business and IT. Incidents, problems, changes, asset management all are processes for aligning IT to the business. Performed correction…even proactively…IT can improve the service it delivers and further the business goals.
  • Closed Loop Client Management Consider the example of an organization adding a new employee or an employee who is changing roles within the organization.  The company will want that employee to be productive as quickly as possible with the IT systems and access they need, but also ensures they follow proper, documented procedures (especially if that employee has access to sensitive information).  The first step in the process is typically for an HR person to update the employee information into the HR system.  Identity Management can automatically detect this update, and add the information into the company’s LDAP directory and personnel org charts.  Next, Identity Management can automatically open up a Service Desk ticket to start the process of getting the employee fully provisioned. The entire process is driven by ITIL best practices to support required IT controls and audits.  Before, this process was prone to error and delay, without audit trails. The newly-opened Service Desk ticket in turn kicks off a Change Request in Change Management.  This Change Request can be a pre-defined new employee “template” of related tasks to be completed and tracked for compliance: such as procure a laptop, assign user access to applications, making sure that all policies related to compliance and segregation of duties are adhered to, and install software and content according to role.  All of this is governed by an automated change approval and audit workflow that complies with ITIL best practices. Discovery can then find the new laptop on the network, confirm that the software and content stack complies with policy, update the CMDB with the current configuration, and Asset Management can appropriately decrement the license count(s) in inventory. Change Management verifies against the current configuration via an independent, back office verification task, and if everything matches, the change ticket is closed, thus “closing the loop” (this is critical for enforcing internal IT controls). Finally, Identity Management is ready to monitor system access and activity on an ongoing basis, ensuring that the employee doesn’t do anything unauthorized with his access, which is critical to be in compliance with internal controls required by SARBOX and other regulations. Closed Loop Client Management ensures that this process is properly managed to the approved procedures and automates the steps to get the employee productive as quickly as possible.  We’ve seen some customers go from weeks to minutes by having this capability in place and now we are improving it further by delivering more out-of-the box integration and helping customers get to higher levels of maturity with the associated BSM routes-to-value more quickly with this release.
  • Rationale: BMC branding reflects increasingly deeper integration and common look and feel with other BMC products to deliver more unified BSM solutions “ for the Enterprise” was used to distinguish between enterprise and outsourcer versions of ITSM. Service Desk reflects greater ITIL alignment in the product’s workflows SLM reflects new comprehensive solution to manage infrastructure as well as service support SLAs
  • What are the THREE biggest features in CMDB 2.0? Pay attention, there will be quiz at the end… NEW!! CMDB User Interface, including graphical CI Relationship Viewer Enhanced Federation functionality Improved Common Data Model and Data Model Extension Packs
  • Open RC logged in as end user Submit an Incident Request Summary Open Inc. Mgt. Console Submit an incident using template – password reset (template in resolved state, with a Service CI attached) Submit an incident using process visualization Promote an incident to a problem investigation and then to a known error to show the process flow
  • What are the THREE biggest features in CMDB 2.0? Pay attention, there will be quiz at the end… NEW!! CMDB User Interface, including graphical CI Relationship Viewer Enhanced Federation functionality Improved Common Data Model and Data Model Extension Packs
  • BMC is launching second-generation technology at the Business-aware Foundation level Technology included (on slide) Customer Pain at Foundation Level IT disciplines separated and unable to see how their decisions and actions affect the larger IT and business environment IT remains largely focused on technology issues rather than business objectives IT is unable to effectively coordinate its many disciplines from a business perspective As a Result: IT is more apt to inadvertently disrupt the business when making changes since many complex dependencies are hidden IT cannot accurately scope the resource required to rollout changes There are more severe business disruptions BMC Solution – Overall Value to customer (on slide)
  • The high cost and complexity of point-to-point integrations prevents IT disciplines from seeing how their actions affect the larger IT and business environment, leaving IT largely focused on technology issues rather than business objectives. Pain examples: IT cannot quickly execute complex changes the business requires without a complete picture of dependencies required to accurately scope and resource changes IT may inadvertently disrupt a key business service when making changes since many complex dependencies are hidden from the specialist’s view Business disruptions occur more frequently and are more severe because the service desk lacks the dependency visibility needed to quickly identify and correct the root cause of the problem
  • What is it? The provider registry is a critical element of efficient federation Defines a source of data (provider) and the mechanisms to interface with that data source. How is it used? Defines the types of data providers Contains the methods to interface with the data providers Enables efficient “link following” in real-time Reduces the amount of customization required to connect an external data source.
  • The Provider Registry is a critical element of efficient federation – allows customers to get and interact with data in a meaningful way. While our CMDB was built with federation in mind, there is much less heavy lifting to ensure easy access to federated data. Enables efficient “link following” in real-time and reduces the amount of customization required to connect an external data source Key Capabilities: Defines and stores list federated data providers Holds parameters and methods on how to access externally stored data Where is the data stored? How does the CMDB access that data? What parameters does the CMDB need to pass to federated data stores? Types of Federated Data Instance Federation - Links two unique instances in a unique relationship Requires the storage of specific foreign keys to maintain relationship. Class Federation - Links a class of CI’s to a class of information contained within an external data provider Defines a query to performed in run time when data is required. More efficient storage of information Good place to reference the specification body we are a part of to drive standards around BMC.
  • Situation: “Where do put my data?” Customers had a hard time getting started with the Common Data Model (CDM) 1.0 and they didn’t know where to put their CI data from existing sources. Too many classes CDM 1.0: 120 CI Classes  CDM 2.0: 75 Classes CDM 1.0: 60 relationship classes  CDM 2.0: 16 Classes Classes names weren’t always obvious Too many relationship types What did we do different in 2.0? Reduced the “clutter” in the data model Leverage namespaces to partition the data model Created the concept of “extension classes” Benefits Easier to use, customize and migrate data to/from the Atrium CMDB.
  • This slide is a build Common Data Model (CDM) Defined as the set of core classes that will be installed with every Atrium CMDB instance. NEW!! CDM Extension Packs Additional classes or attributes which are optionally installed by specific products (e.g. SIM, Asset Management). Enables the CDM to be configured for the minimal number of classes. CDM Extension Loader is a new tool/function. SIM Extension Pack J2EE / SAP Extension Packs Asset Management Extension Pack Transaction Management Extension Pack NEW!! Custom Extensions Created by partners or customers to extend the CDM
  • CDM 2.0 Documentation Visio UML diagrams New wall sized poster to be produced with entire CDM!!! HTML MOF representations New CMDB concepts guide
  • Better enforcement of compliance controls by being able to quickly identify IT configurations drifting from desired states as a result of unplanned changes (drift tracking, status accounting)
  • NEW!! “Overlay” datasets Overlay datasets function as a “Sandbox” SIM will make extensive use of the overlay datasets NOTE: Namespaces are a functional partition of the data model. Datasets are a functional partition of the CI instance data. Ad hoc reconciliation of Overlay datasets Workflow driven reconciliation on “Save” Enforce reconciliation rules when a CI record is manually edited
  • Solutions BMC Remedy Change Management Discovery/Atrium CMDB SIM SRMS, Change Management Insight Packs, MS Project Integration
  • Solutions BMC Remedy Change Management Discovery/Atrium CMDB SIM SRMS, Change Management Insight Packs, MS Project Integration
  • Open RC logged in as end user Submit an Incident Request Summary Open Inc. Mgt. Console Submit an incident using template – password reset (template in resolved state, with a Service CI attached) Submit an incident using process visualization Promote an incident to a problem investigation and then to a known error to show the process flow
  • Open RC logged in as end user Submit an Incident Request Summary Open Inc. Mgt. Console Submit an incident using template – password reset (template in resolved state, with a Service CI attached) Submit an incident using process visualization Promote an incident to a problem investigation and then to a known error to show the process flow
  • Open RC logged in as end user Submit an Incident Request Summary Open Inc. Mgt. Console Submit an incident using template – password reset (template in resolved state, with a Service CI attached) Submit an incident using process visualization Promote an incident to a problem investigation and then to a known error to show the process flow
  • Open RC logged in as end user Submit an Incident Request Summary Open Inc. Mgt. Console Submit an incident using template – password reset (template in resolved state, with a Service CI attached) Submit an incident using process visualization Promote an incident to a problem investigation and then to a known error to show the process flow
  • Open RC logged in as end user Submit an Incident Request Summary Open Inc. Mgt. Console Submit an incident using template – password reset (template in resolved state, with a Service CI attached) Submit an incident using process visualization Promote an incident to a problem investigation and then to a known error to show the process flow
  • Here we have a graphical overview of an “open-loop” change management process starting from request (1CLICK) , to (2CLICK) planning and approval via change management to implementation (3CLICK) and on to verification (4CLICK) . But as we described earlier many of the tools and processes available to IT organizations are not adequate in today’s change, verify and report environment of compliance centric IT. Not to mention the concept of “do not harm” when deploying updates where in many organizations change requests can be easily implemented via deployment tool without adequate testing or scheduling - and lets not forget the most important tenant – don’t waste resources. Not easiest constraints to manage within. So what becomes apparent in this model are the process issues that can cause problems like disabling 10s of thousands of end user PCs if a request for patch or OS (5CLICK) update is deployed – if a proven process is not followed. And then of course are the obvious gaps in this model as we can see between change approval and (6CLICK) and the implementation process. This gap can also be seen between the implementation process (7CLICK) and verification, where there are no out of the box solutions available today that can directly tie together the execution of change to verification and finally we can see another gap (8CLICK) between verification and reporting since this is typically a laborious task given the need to dig into various data stores for the information necessary to create any kind of compliance report.
  • So there needs to be a solution that can provide a balance between “lock down” and “free for all” to meet the needs that organizations have to provide end users some level of flexibility to modify their PCs yet meet all their internal requirements for manageability and compliance (CLICK) . Such a balanced solution would have to provide the ability to match the many different requirements from diverse groups such as marketing and sales to finance and manufacturing – each with their own software needs and updating and patching requirements, just like trying to meet the needs a building a car on an the assembly line. Just like a factory needs to draw parts from a standardized source so does an IT department in “building” custom deployments, their needs to be one source that can serve as the “golden master” depository to insure that each time a piece of software goes out you know where it came from and it’s status And just like building a car you wouldn’t want to install manual transmissions in every car one day just because you received a shipment of them – similarly an IT department shouldn’t install a new patch to everybody just because it was available without properly planning and testing it first. Verification is the next important functionality that needs to be stressed – you would never ship a car to a customer without various quality checks and the same holds true for IT – each step should be completed and automatically verified to make sure what you thought happened actually did. And lastly, it’s very important to have the ability to quickly report on how your process is performing for management and ultimately for compliance – just like final QA for a car assembly line.
  • With version 7.0 of BMC’s Closed-loop PC management solution will be able to provide a true “closed-loop” CCM solution capable of addressing the pains typically associated with providing desktop PC management. This graphical overview of the BMC change management process looks a little different – first of all it provides a complete circle – without manual “swivel-chair” steps starting from request (1CLICK) , to (2CLICK) planning and approval via change management to implementation (3CLICK) on to verification and since we have tied all process and steps together via the CMDB we can now provide the ability to complete the loop (4CLICK) on through compliance reporting.
  • According to Enterprise Management Associates 48% of companies surveyed said they use SLM to benchmark quality of service; another 30% use SLM to measure customer satisfaction End-User need SLM in order to gain a better understanding of the IT-based services they receive, particularly from the perspectives of reliability and performance, 43% percent surveyed said they use SLM to “set and manage end-user expectations.” IT needs SLM in order to prove their value to the enterprise. Service level goals, reached in accordance with business and end-user objectives, provides the means to measure IT’s performance, making it easier for IT organizations to justify new expenditures and/or cost of service. 43% of those surveyed said they use SLM to “establish metrics for IT accountability.” How effective is implementing SLM: 91% reported that SLM initiatives resulted in a measurable increase in operational efficiency. Another 73% said that it increase customer satisfaction. Almost half saw increase competitiveness, better service to customers. And 36% saw a reduction in capital expenditures.
  • Types of Templates: Condition: used for Terms and Conditions in request-based and availability service targets Measurement Criteria: defines when to start/stop time and exclude criteria for request-based service targets; establishes the available and unavailable conditions for availability service targets Goal and Cost Schedule : goals and impact costs can vary by day of the week and tie of day Milestone : the criteria that triggers corrective action or notifications or other workflow. Milestone templates can include pre-defined action templates . Action : notifications (email, paging, etc.), run process, AR System workflow (set fields, push fields) to create an incident (for example)
  • These are the key features of BMC Service Level Management 7.0 that address the pain points we just discussed. BMC SLM enables you to set SLAs on business services, and ensure you meet them by monitoring and managing the people, processes, and technology supporting that service, all at acceptable cost. SLAs and OLAs can be defined that rely on processes that cross multiple IT silos. Metrics can be collected from infrastructure monitoring products in order to monitor availability and application response time. In addition, incidents, problems, and changes can be monitored to determine response and resolution time. The results can be weighted in importance to determine SLA compliance and viewed in a consolidated dashboard. SLM leverages the underlying BMC Remedy Action Request System in order to trigger corrective action such as paging a manager when an incident is not being resolved in a timely fashion, or creating a new incident if SLA compliance is at risk. These corrective actions can occur to prevent the business from becoming impacted. Penalties can be set for breaching compliance, and rewards can also be in place if compliance is exceeded. In addition, the monetary impact to the business is captured for downtime or missed service targets so that the IT organization better understands in monetary terms how interruptions in service affect the business. The product leverages the breadth of data sources BMC provides in order to monitor how well you are fulfilling service level compliance. Example data sources are BMC Performance Manager PATROL Agents, BMC Performance Manager Express, BMC Transaction Management Application Response Time, BMC Remedy Service Desk, BMC Remedy Change Management, BMC Remedy Asset Management. In addition, there are several ways to collect data from third party products and include that data in compliance commitments.
  • Creating an unavailability An unavailability may be created manually, or created via Change management or Incident Management Unavailability Details Description Unavailability Class Change Incident Unavailability Type Scheduled Full - CI out of service for a schedule change Scheduled Partial - CI not out of service, but performance may be degraded Unscheduled Full - CI experiencing a complete service outage that was not planned Unscheduled Partial - CI experiencing a service degradation that was not planned The purpose of CI Unavailability workflow is to ensure that a CI unavailability lifecycle is tracked and accounted for Provides data to SLM for CI performance, maintenance scheduling & vendor management metrics
  • Portland RUG - Whats New in BMC Remedy ITSM 7-Bryan ...

    1. 1. What’s New in BMC Remedy ITSM 7.0 Overview Presentation Bryan Cunningham Account Executive generationE Technologies 209-559-0397 [email_address] www.generationetech.com
    2. 2. Agenda <ul><li>Introduction </li></ul><ul><li>What’s New </li></ul><ul><li>Demo </li></ul><ul><li>Questions </li></ul>
    3. 3. Contents <ul><li>ITSM 7.0: Goals & Objectives </li></ul><ul><li>High Level Overview of 7.0 </li></ul><ul><li>Detailed Overviews </li></ul><ul><ul><li>CMDB </li></ul></ul><ul><ul><li>Service Desk </li></ul></ul><ul><ul><li>Change & Configuration Management </li></ul></ul><ul><ul><li>Service Level Management </li></ul></ul><ul><ul><li>Asset Management </li></ul></ul>
    4. 4. ITSM 7.0 Goals & Objectives Closing the loop between IT and Business Service Management provides the most common interfaces between IT and the Business
    5. 5. ITSM 7.0 Goals & Objectives Closing the Loop in IT Service Management <ul><li>Simplify foundation for BSM integration across IT functional and technical silos </li></ul><ul><li>Manage incidents, root causes and change risk better through service desk and impact integration </li></ul><ul><li>Improve stability and responsiveness with integrated change process and configuration execution </li></ul><ul><li>Increase total quality of service by unifying management of service levels across infrastructure and support </li></ul><ul><li>Determine business service relevance of incidents, changes and events by further automating service model creation and impact analysis </li></ul>
    6. 6. ITSM v7.0 Goals & Objectives Accelerating Maturity in Business Service Management Enabling faster routes to BSM destinations through enhanced ITIL process workflows and integrations <ul><li>Proactive Incident and Problem Management: </li></ul><ul><ul><li>Reduce service disruptions with early detection, prioritization and root cause of infrastructure incidents </li></ul></ul><ul><li>Unified Service Level Management </li></ul><ul><ul><li>Improve whole business service delivery managing SLAs combining technology and service support </li></ul></ul><ul><li>Closed Loop Client Management </li></ul><ul><ul><li>Reduce desktop configuration and compliance costs by automating change authorization, provisioning and verification according to user roles and corporate policies </li></ul></ul><ul><li>Data Center Optimization </li></ul><ul><ul><li>Reduce operational and capital costs by planning and automating closed-loop server configuration to enable more consolidation and virtualization projects </li></ul></ul>Higher Maturity BSM Destinations Deliver Even Greater Value
    7. 7. Key Themes Across ITSM <ul><li>Richer out-of-the-box ITIL workflows for faster implementation of best practices </li></ul><ul><li>Tighter BSM integration for more efficient, high-value closed-loop processes </li></ul><ul><li>Architectural and usability improvements to enhance productivity and enterprise readiness </li></ul>
    8. 8. Key Themes Applications <ul><li>BMC Remedy Service Desk </li></ul><ul><ul><li>Tighter ITIL alignment </li></ul></ul><ul><ul><li>Rich problem management workflow </li></ul></ul><ul><ul><li>Integration for Proactive Incident and Problem Management </li></ul></ul><ul><li>BMC Remedy Change Management </li></ul><ul><ul><li>Change planning </li></ul></ul><ul><ul><li>Change efficiency </li></ul></ul><ul><ul><li>Integration for Closed-Loop Client Management </li></ul></ul><ul><li>BMC Remedy Asset Management </li></ul><ul><ul><li>More efficient software license management </li></ul></ul><ul><ul><li>Integration for Closed-Loop Client Management </li></ul></ul><ul><li>BMC Service Level Management </li></ul><ul><ul><li>Unifies support and infrastructure SLA definition, monitoring, action </li></ul></ul><ul><ul><li>Calculate penalties and reward </li></ul></ul><ul><ul><li>Integration with infrastructure monitoring </li></ul></ul>
    9. 9. What’s New in ITSM 7.0 High Level Overview <ul><ul><ul><li>CMDB </li></ul></ul></ul><ul><ul><ul><li>Service Desk </li></ul></ul></ul><ul><ul><ul><li>Change & Config Mgmt </li></ul></ul></ul><ul><ul><ul><li>Service Level Management </li></ul></ul></ul><ul><ul><ul><li>Asset Management </li></ul></ul></ul><ul><ul><ul><li>Back to Contents </li></ul></ul></ul>
    10. 10. New Product Names BMC Remedy Service Desk Remedy Help Desk BMC Remedy Asset Management Remedy Asset Management BMC Remedy Change Management Remedy Change Management BMC Service Level Management Remedy Service Level Agreements BMC Remedy IT Service Management Suite Remedy IT Service Management for the Enterprise After Before
    11. 11. ITSM 7.0 Suite - Changes for all Applications More accurately plan and account for personnel costs in fulfilling service requests Service support cost tracking Leverage same support personnel, applications, knowledge base to service multiple customers (outsourcing customers or enterprise business units) Multi-BU / Multi-Tenancy Support for global enterprise environments with multiple language support across a single server End-to-end Unicode support Increase usability and end user interaction across any application built on the AR System Optimized user interface and graphical controls Provides end users with high performance, advanced search capabilities for AR System and Remedy ITSM applications Full Text Search (FTS) Increased interoperability with LDAP as well as single-sign-on within enterprise environments Authentication/authorization enhancements Benefit Functionality
    12. 12. BMC Atrium CMDB 2.0 <ul><li>What are the biggest features in CMDB 2.0? </li></ul><ul><li>NEW!! CMDB User Interface , including graphical CI Relationship Viewer </li></ul><ul><li>Updated Management and Analytic Tools </li></ul><ul><li>Enhanced Federation functionality </li></ul><ul><li>Improved Common Data Model and Data Model Extension Packs </li></ul><ul><li>Updated Reconciliation Tools </li></ul><ul><li>Improved Configuration Management Capabilities </li></ul><ul><li>BMC Atrium CMDB Enterprise Manager </li></ul><ul><ul><li>Skip to Detailed Overviews </li></ul></ul><ul><ul><li>CMDB </li></ul></ul><ul><ul><li>Service Desk </li></ul></ul><ul><ul><li>Change & Config Mgmt </li></ul></ul><ul><ul><ul><li>Service Level Management </li></ul></ul></ul><ul><ul><ul><li>Asset Management </li></ul></ul></ul>
    13. 13. BMC Atrium CMDB 2.0 <ul><li>Most pragmatic and scalable approach </li></ul><ul><ul><li>Core CI data stored in CMDB with links to frequently-changing data in other repositories </li></ul></ul><ul><li>Business service context through visual understanding and navigation of CI relationships and dependencies </li></ul><ul><li>Greater control over configurations </li></ul><ul><ul><li>Business rule-driven compare between discovered and production data sets </li></ul></ul><ul><li>Greater awareness of changes made to CI’s through advanced versioning and audit capabilities </li></ul><ul><li>Grater consistency within BMC Atrium CMDB for software instances discovered through multiple discovery tools </li></ul><ul><ul><li>Product Dictionary </li></ul></ul><ul><ul><li>Skip to Detailed Overviews </li></ul></ul><ul><ul><li>CMDB </li></ul></ul><ul><ul><li>Service Desk </li></ul></ul><ul><ul><li>Change & Config Mgmt </li></ul></ul><ul><ul><ul><li>Service Level Management </li></ul></ul></ul><ul><ul><ul><li>Asset Management </li></ul></ul></ul>
    14. 14. BMC Remedy Service Desk 7.0 <ul><li>Multi-Tenancy </li></ul><ul><ul><li>Leverage same support personnel, applications, and knowledge base to service multiple customers or business units within an enterprise </li></ul></ul><ul><li>Improved ITIL Support </li></ul><ul><ul><li>New capabilities to better support Incident, Problem, and Service Level Management </li></ul></ul><ul><li>New consoles for Requestor (Self Service), Incident (assisted service), and problem (root cause analysis) </li></ul><ul><li>Service Support Cost Tracking </li></ul><ul><ul><li>Assess cost per incident </li></ul></ul><ul><li>Intelligent Ticketing (with SIM 7.0) </li></ul><ul><ul><li>Utilizes service model to prioritize incidents based on service impact, cost, and schedule </li></ul></ul><ul><li>Process Flow Visualization </li></ul><ul><li>Integration with Remedy Knowledge Management </li></ul>
    15. 15. 7.0 Incident Console <ul><li>Incident console </li></ul><ul><ul><li>Web-based interface for analyst interaction </li></ul></ul><ul><li>Broadcasts </li></ul><ul><ul><li>Communication of known errors and outages </li></ul></ul><ul><li>Standard incident templates </li></ul><ul><ul><li>Simple submission of common incidents </li></ul></ul><ul><li>Access root cause & known error </li></ul><ul><ul><li>End user access to known error workarounds </li></ul></ul>
    16. 16. Problem Management In the Service Desk <ul><li>BMC Remedy Problem Management </li></ul><ul><ul><li>A KEY part of the Service Desk - encompasses problem investigations, error control, and knowledge solutions . </li></ul></ul><ul><ul><li>Proactively prevent the occurrence of incidents, errors, and additional problems . </li></ul></ul><ul><ul><li>Root Cause Detection of incidents . </li></ul></ul><ul><ul><li>Initiates actions that help to improve or correct the situation, preventing the incident from recurring. </li></ul></ul><ul><ul><li>Resulting in a known error or knowledge . </li></ul></ul><ul><ul><ul><li>A known error is a problem that has been successfully diagnosed and for which a temporary workaround or permanent solution has been identified. </li></ul></ul></ul><ul><ul><ul><li>The Knowledge Database is a central repository of solutions that can be accessed from within the solution to bring quick resolution to an outstanding issue. </li></ul></ul></ul>
    17. 17. Problem Console <ul><li>New problem management processes </li></ul><ul><ul><li>Select specific incidents, common incidents, review incidents over time </li></ul></ul><ul><li>Content management </li></ul><ul><ul><li>Known error records </li></ul></ul>
    18. 18. BMC Remedy Change Management 7.0 <ul><li>Change Planning </li></ul><ul><ul><li>Change Calendar </li></ul></ul><ul><ul><li>Risk Assessment </li></ul></ul><ul><ul><li>CI Viewer </li></ul></ul><ul><ul><li>Availability/Unavailability </li></ul></ul><ul><ul><li>Multi-Stage Approvals </li></ul></ul><ul><li>Change Efficiency </li></ul><ul><ul><li>Consoles </li></ul></ul><ul><ul><li>Templates </li></ul></ul><ul><ul><li>Process Flow Visualization </li></ul></ul><ul><ul><li>Task Management & Viewer </li></ul></ul><ul><ul><li>DSL </li></ul></ul><ul><li>Change Productivity </li></ul><ul><ul><li>Change Dashboard </li></ul></ul><ul><ul><li>Closed Loop Verification </li></ul></ul><ul><ul><li>Skip to Detailed Overviews </li></ul></ul><ul><ul><li>CMDB </li></ul></ul><ul><ul><li>Service Desk </li></ul></ul><ul><ul><li>Change & Config Mgmt </li></ul></ul><ul><ul><ul><li>Service Level Management </li></ul></ul></ul><ul><ul><ul><li>Asset Management </li></ul></ul></ul>
    19. 19. BMC Configuration Management 7.0 <ul><li>General Capabilities </li></ul><ul><ul><li>Integration with DSL software distribution </li></ul></ul><ul><ul><li>Double-byte support, localizations for Japanese, French, German, and Simplified Chinese </li></ul></ul><ul><ul><li>Multi Tenant Reporting </li></ul></ul><ul><li>Datacenter Capabilities </li></ul><ul><ul><li>Red Hat Enterprise Patch Management Capabilities </li></ul></ul><ul><ul><li>AIX Patch Management </li></ul></ul><ul><ul><li>Updated Task based deployments </li></ul></ul><ul><li>Desktop/Client Management Capabilities </li></ul><ul><ul><li>Improved Configuration policy compliance </li></ul></ul><ul><ul><li>User settings migration </li></ul></ul><ul><ul><li>Microsoft Mobile 5.0 </li></ul></ul><ul><ul><li>Skip to Detailed Overviews </li></ul></ul><ul><ul><li>CMDB </li></ul></ul><ul><ul><li>Service Desk </li></ul></ul><ul><ul><li>Change & Config Mgmt </li></ul></ul><ul><ul><ul><li>Service Level Management </li></ul></ul></ul><ul><ul><ul><li>Asset Management </li></ul></ul></ul>
    20. 20. BMC Service Level Management 7.0 <ul><li>Set service levels on business processes that cross multiple IT silos </li></ul><ul><li>Role-based service level management performance results across service support and IT operations </li></ul><ul><li>Connect SLAs with CMDB </li></ul><ul><ul><li>Define service level targets on configuration items </li></ul></ul><ul><li>Calculates the monetary penalties (and rewards) for SLAs that are out of compliance (or exceeded) </li></ul><ul><li>Leverage the breadth of BMC data sources IT organizations already have in place </li></ul><ul><ul><li>Skip to Detailed Overviews </li></ul></ul><ul><ul><li>CMDB </li></ul></ul><ul><ul><li>Service Desk </li></ul></ul><ul><ul><li>Change & Config Mgmt </li></ul></ul><ul><ul><ul><li>Service Level Management </li></ul></ul></ul><ul><ul><ul><li>Asset Management </li></ul></ul></ul>
    21. 21. BMC Remedy Asset Management 7.0 <ul><li>Reduce software license overspending and non-compliance risks </li></ul><ul><ul><li>Software License Management </li></ul></ul><ul><li>Business-centric metrics and visualization </li></ul><ul><ul><li>Executives and daily users gain greater insight into the performance and business value of their asset management program and IT environment </li></ul></ul><ul><li>Accurate, holistic view of asset total cost of ownership </li></ul><ul><ul><li>Effective vendor negotiations, server consolidation decisions, IT budgeting and capacity planning </li></ul></ul><ul><ul><li>Skip to Detailed Overviews </li></ul></ul><ul><ul><li>CMDB </li></ul></ul><ul><ul><li>Service Desk </li></ul></ul><ul><ul><li>Change & Config Mgmt </li></ul></ul><ul><ul><ul><li>Service Level Management </li></ul></ul></ul><ul><ul><ul><li>Asset Management </li></ul></ul></ul>
    22. 22. Detailed Application Overviews <ul><ul><ul><li>CMDB </li></ul></ul></ul><ul><ul><ul><li>Service Desk </li></ul></ul></ul><ul><ul><ul><li>Change & Config Mgmt </li></ul></ul></ul><ul><ul><ul><li>Service Level Management </li></ul></ul></ul><ul><ul><ul><li>Asset Management </li></ul></ul></ul><ul><ul><ul><li>Back to Contents </li></ul></ul></ul>
    23. 23. CMDB 2.0 Detailed Overview <ul><ul><ul><li>CMDB </li></ul></ul></ul><ul><ul><ul><li>Service Desk </li></ul></ul></ul><ul><ul><ul><li>Change & Config Mgmt </li></ul></ul></ul><ul><ul><ul><li>Service Level Management </li></ul></ul></ul><ul><ul><ul><li>Asset Management </li></ul></ul></ul><ul><ul><ul><li>Back to Contents </li></ul></ul></ul>
    24. 24. BMC Atrium CMDB 2.0 The BIGGEST news… <ul><li>What are the biggest features in CMDB 2.0? </li></ul><ul><li>NEW!! CMDB User Interface , including graphical CI Relationship Viewer </li></ul><ul><li>Updated Management and Analytic Tools </li></ul><ul><li>Enhanced Federation functionality </li></ul><ul><li>Improved Common Data Model and Data Model Extension Packs </li></ul><ul><li>Updated Reconciliation Tools </li></ul><ul><li>Improved Configuration Management Capabilities </li></ul><ul><li>BMC Atrium CMDB Enterprise Manager </li></ul>
    25. 25. BMC Atrium CMDB Improve Business-IT Alignment <ul><li>Now: More accurate , pervasive and business-aware views of how technology supports the business </li></ul><ul><ul><li>Bring more silos of data into BSM view </li></ul></ul><ul><ul><li>Bring more business context to more IT specialties </li></ul></ul>Brings IT processes and technology management together Prevents collaboration using common information about how technology supports the business Process, technology, and data silos BMC: Shared views of technology-business relationships
    26. 26. Examples: How BMC Atrium Enables Business Value Through Solutions <ul><li>Prevent self-inflicted service disruptions and speed time to change by exposing complex infrastructure and service dependencies when planning and implementing change </li></ul><ul><li>Minimize and quickly resolve business service disruptions by providing a consolidated view of data needed to prioritize incidents and determine root cause, regardless of where the data is stored or how it is accessed </li></ul>
    27. 27. BMC Atrium CMDB 2.0 Overview Business Process Data People Data BMC Atrium CMDB Relationships Relationships Drift Tracking Status Accounting BMC Discovery CI Viewer CI Browser Analytics Management Console Infrastructure Data Mainframes Batch Processes SOA
    28. 28. BMC Atrium CMDB 2.0 CI Browser Quickly Search for CI’s <ul><li>CI Browser - Graphical browser to quickly search and gain access to business service and configuration data </li></ul><ul><ul><li>Standard search interface into CMDB data </li></ul></ul><ul><ul><li>Can be used by any IT application or tool for finding CI data </li></ul></ul>
    29. 29. BMC Atrium CMDB 2.0 CI Relationship Viewer Understand CI Dependencies <ul><li>CI Relationship Viewer - Graphical view into the interrelationships and dependencies between configurations, business services, and users </li></ul><ul><ul><li>Understand dependencies; quick link to federated data </li></ul></ul><ul><ul><li>Leveraged by both BMC and non BMC applications </li></ul></ul><ul><li>Ability to Launch other programs in context </li></ul><ul><li>Ability to view attribute details </li></ul><ul><li>Ability to view federated data </li></ul>
    30. 30. BMC Atrium CMDB Management Console <ul><li>CMDB Management Console - Provides a single, intuitive interface for managing: </li></ul><ul><ul><li>Reconciliation rules, jobs, and schedules </li></ul></ul><ul><ul><li>Common data model extensions, building new relationships, etc </li></ul></ul><ul><ul><li>Federation, provider registry, and launch in context capabilities </li></ul></ul>
    31. 31. BMC Analytics for CMDB and Asset Management <ul><li>Analytics capabilities provide point and click analysis and reporting for greater insight into business service configurations </li></ul><ul><li>Ad-hoc reporting and analysis of CMDB and Asset data </li></ul><ul><ul><li>Understand why something is happening, rather than what is happening </li></ul></ul><ul><li>Easy to create & maintain Reports </li></ul><ul><ul><li>Changes to data schema need to be made once, and flow through to all reports affected by the change </li></ul></ul><ul><li>Sample out of the box reports </li></ul><ul><ul><li>Business Service Profile analysis </li></ul></ul><ul><ul><li>Comparison of Discovery Datasets </li></ul></ul><ul><ul><li>Configuration changes over time for Configuration Item </li></ul></ul><ul><ul><li>Comparison of an asset’s configuration against standard configuration </li></ul></ul>Ad hoc Query Panel Graphical Reports
    32. 32. BMC Atrium CMDB 2.0 - Federation Management <ul><li>Federation provides single point of CMDB integration to 3rd party applications </li></ul><ul><li>Configurable Provider Registry </li></ul><ul><ul><li>Easily configure federated data sources and how to access them from CMDB </li></ul></ul><ul><li>Federated Data Linking </li></ul><ul><ul><li>CMDB provides efficient methods for linking to external data </li></ul></ul><ul><ul><li>“ Right click” launch to federated data directly from CI Relationship Viewer </li></ul></ul><ul><li>Enabled “launch in context” </li></ul><ul><ul><li>Link to federated data in context of how data relates to specific CI </li></ul></ul>
    33. 33. The Provider Registry <ul><li>The Provider Registry is a critical element of efficient federation </li></ul><ul><ul><li>Enables efficient “link following” in real-time and reduces the amount of customization required to connect an external data source </li></ul></ul><ul><li>Key Capabilities: </li></ul><ul><ul><li>Defines and stores list federated data providers </li></ul></ul><ul><ul><li>Holds parameters and methods on how to access externally stored data </li></ul></ul><ul><ul><ul><li>Where is the data stored? </li></ul></ul></ul><ul><ul><ul><li>How does the CMDB access that data? </li></ul></ul></ul><ul><ul><ul><li>What parameters does the CMDB need to pass to federated data stores? </li></ul></ul></ul><ul><li>Types of Federated Data </li></ul><ul><ul><li>Instance Federation - Links two unique instances in a unique relationship </li></ul></ul><ul><ul><ul><li>Requires the storage of specific foreign keys to maintain relationship. </li></ul></ul></ul><ul><ul><li>Class Federation - Links a class of CI’s to a class of information contained within an external data provider </li></ul></ul><ul><ul><ul><li>Defines a query to performed in run time when data is required. </li></ul></ul></ul><ul><ul><ul><li>More efficient storage of information </li></ul></ul></ul>
    34. 34. BMC Atrium CMDB 2.0 Federation Management provides access to related data while maintaining a practical, federated approach Product Registry - tells CMDB how to access federated data Federation Dynamically link to federated data BMC Atrium CMDB 2.0 $Hostname $hostname $app $hostname Parameters Search Finance data http://SAP/NetWeaver:8080 SAP SAP Financials Take Control RemCtrl.exe Timbuktu Remote Control Search people data Launch:Oracle HRDB Oracle Human Resources Services URI Product Function $Hostname $hostname $app $hostname Parameters Search http://tripwire:8080 Enterprise Tripwire Take Control RemCtrl.exe Timbuktu Remote Control Search http://voyence:8080 Control Voyence Services URI Product Function <ul><li>All CMDB attribute data can be passed as parameters </li></ul><ul><li>Product Registry is available to any consumer applications </li></ul>
    35. 35. BMC Atrium CMDB 2.0 –Common Data Model (CDM) <ul><li>Extend common data model to include: </li></ul><ul><ul><li>Business processes </li></ul></ul><ul><ul><li>User identity and roles </li></ul></ul><ul><ul><li>Mainframes </li></ul></ul><ul><ul><li>Batch processes </li></ul></ul><ul><ul><li>Service oriented architectures </li></ul></ul><ul><li>Common Data Model Extensions </li></ul><ul><ul><li>Provides enhanced mechanisms that make it easier to configure/customize the CDM </li></ul></ul><ul><ul><li>Ease of data migration </li></ul></ul><ul><li>Extension Packs </li></ul><ul><ul><li>Used by specific data provider/consumer to extend the CDM in a controlled way </li></ul></ul><ul><ul><ul><li>Used by BMC and Partner solutions </li></ul></ul></ul>
    36. 36. Common Data Model and Extensions <ul><li>Common Data Model (CDM) </li></ul><ul><ul><li>Defined as the set of core classes </li></ul></ul><ul><li>CDM Extension Packs </li></ul><ul><ul><li>Additional classes or attributes which are optionally installed by specific products (e.g. SIM, Asset Management). </li></ul></ul><ul><ul><li>Enables minimal configuration of classes. </li></ul></ul><ul><ul><li>CDM Extension Loader is a new tool/function. </li></ul></ul><ul><li>Custom Extensions </li></ul><ul><ul><li>Created by partners or customers to extend the CDM </li></ul></ul>Class Model
    37. 37. BMC Atrium CMDB 2.0 Common Data Model Documentation <ul><li>New wall sized BMC Atrium CMDB CDM Poster </li></ul>HTML data model documentation & CMDB Concepts Guide
    38. 38. BMC Atrium CMDB 2.0 – Reconciliation Engine <ul><li>Workflow Enabled Compare Activity </li></ul><ul><ul><li>Manage change verification </li></ul></ul><ul><ul><li>Workflow to take specific actions based on compare results </li></ul></ul><ul><ul><ul><li>Notify users </li></ul></ul></ul><ul><ul><ul><li>Create incident (unplanned change) </li></ul></ul></ul><ul><li>Reconciliation Sandbox </li></ul><ul><ul><li>Supports overlay datasets </li></ul></ul><ul><ul><li>Controls how and when reconciled data gets moved into the production CMDB </li></ul></ul><ul><li>Event driven reconciliation </li></ul><ul><ul><li>Initiated reconciliation in ad hoc fashion via API </li></ul></ul><ul><li>Reconciliation Activates </li></ul><ul><ul><li>RE activities: copy, delete, purge datasets </li></ul></ul><ul><ul><li>COPY, DELETE and PURGE CI’s during RE jobs </li></ul></ul>
    39. 39. BMC Atrium CMDB 2.0 Configuration Management Enhancements <ul><li>Comparison of Configurations </li></ul><ul><ul><li>Diagnostics capabilities </li></ul></ul><ul><ul><li>Compare different configurations against each other </li></ul></ul><ul><li>Drift Tracking </li></ul><ul><ul><li>Manage change against baseline configurations </li></ul></ul><ul><ul><li>Enforcement of compliance controls </li></ul></ul><ul><ul><li>Triggers workflow or events (send notification, create incident to investigate) </li></ul></ul><ul><li>Status Accounting & Auditing </li></ul><ul><ul><li>Provides snapshots of past configurations to better understand deltas between historical and current configurations of IT assets </li></ul></ul><ul><ul><li>Research and track audit history of CIs </li></ul></ul>
    40. 40. CMDB Sandbox and Overlay Datasets <ul><li>Datasets partition the CI and Relationship instances </li></ul><ul><ul><li>Enables versioning of CI’s into various states </li></ul></ul><ul><li>“Overlay” datasets </li></ul><ul><ul><li>Overlay datasets function as a “Sandbox” </li></ul></ul><ul><ul><li>Enables modification/modeling of CI’s outside of production dataset </li></ul></ul>Import Production Archive Future (Sandbox)
    41. 41. BMC Atrium CMDB 2.0 – Integration Capabilities <ul><li>Expansion of programmatic interfaces to simplify external access to CMDB </li></ul><ul><ul><li>Web Services enabled </li></ul></ul><ul><ul><ul><li>Create, modify, and query CMDB </li></ul></ul></ul><ul><ul><li>Reconciliation engine control added to CMDB API </li></ul></ul><ul><li>Enterprise Integration Engine simplifies mapping of external data sources to CMDB </li></ul><ul><ul><li>Common Data Model aware data </li></ul></ul><ul><ul><li>Provides capabilities for: </li></ul></ul><ul><ul><ul><li>Mapping between data sources </li></ul></ul></ul><ul><ul><ul><li>Importing/Exporting of data </li></ul></ul></ul><ul><ul><ul><li>Rules to synch data between data sources </li></ul></ul></ul>
    42. 42. CMDB-Enabled Enterprise Integration Engine (EIE) <ul><li>Create Data mappings directly to BMC Atrium CMDB Common Data Model </li></ul><ul><ul><li>EIE also handle relationships between classes </li></ul></ul><ul><li>Extensible solution to get any external data into CMDB </li></ul>BMC Configuration Discovery BMC Foundation & Topology Discovery EIE Adapters -Oracle Adapter -SQL Adapter -Custom Adapters CMDB Enabled EIE -Mapping Technology -Synchronization -Import/Export Third Party Data Source Third Party Discovery Super View
    43. 43. BMC Atrium CMDB Enterprise Manager <ul><li>NEW CMDB standalone offering </li></ul><ul><ul><li>Leverage CMDB to provide a unified, business relevant view into your existing IT applications and tools </li></ul></ul><ul><li>Includes: </li></ul><ul><ul><li>BMC Atrium CMDB </li></ul></ul><ul><ul><li>BMC Definitive Software Library </li></ul></ul><ul><ul><li>BMC Enterprise Integration Engine (with Oracle and MS SQL adapters) </li></ul></ul>
    44. 44. Service Desk 7.0 Detailed Overview <ul><ul><ul><li>CMDB </li></ul></ul></ul><ul><ul><ul><li>Service Desk </li></ul></ul></ul><ul><ul><ul><li>Change & Config Mgmt </li></ul></ul></ul><ul><ul><ul><li>Service Level Management </li></ul></ul></ul><ul><ul><ul><li>Asset Management </li></ul></ul></ul><ul><ul><ul><li>Back to Contents </li></ul></ul></ul>
    45. 45. Product Overview: Focus on What’s New <ul><li>Improved ITIL support reduces cost of implementing best practices </li></ul><ul><li>Simplified end user experience reduces call volume </li></ul><ul><li>Improved analyst automation increases analyst productivity </li></ul><ul><li>Enhanced problem management improves problem prevention </li></ul><ul><li>With SIM/SLM: </li></ul><ul><ul><li>Receive real-time service impact information </li></ul></ul><ul><ul><li>Prioritize incidents according to impacts </li></ul></ul><ul><ul><li>Proactively notify end users </li></ul></ul>
    46. 46. BMC Remedy Service Desk 7.0 What’s New <ul><li>Multi-Tenancy </li></ul><ul><ul><li>Leverage same support personnel, applications, and knowledge base to service multiple customers or business units within an enterprise </li></ul></ul><ul><li>Improved ITIL Support </li></ul><ul><ul><li>New capabilities to better support Incident, Problem, and Service Level Management </li></ul></ul><ul><li>New consoles for Requestor (Self Service), Incident (assisted service), and problem (root cause analysis) </li></ul><ul><li>Service Support Cost Tracking </li></ul><ul><ul><li>Assess cost per incident </li></ul></ul><ul><li>Intelligent Ticketing (with SIM 7.0) </li></ul><ul><ul><li>Utilizes service model to prioritize incidents based on service impact, cost, and schedule </li></ul></ul><ul><li>Process Flow Visualization </li></ul><ul><li>Integration with Remedy Knowledge Management </li></ul>
    47. 47. Broadcasts as a communication source <ul><li>Increased analyst productivity </li></ul><ul><li>Better Overall Incident Management data </li></ul>
    48. 48. Process Flow “Visualization” <ul><li>Increased analyst productivity </li></ul><ul><li>Reduced contacts </li></ul><ul><li>Increased prevention </li></ul>
    49. 49. Templates - for “Quick Submits” Increased analyst productivity
    50. 50. Incident Matching – Quickest Path to Resolution
    51. 51. Knowledge Management - BSM Network & System Events Knowledge Management User Self-Service Service Desk
    52. 52. Knowledge Management – Service Desk <ul><li>Search Solutions, Incidents, Problems and Attachments </li></ul><ul><li>Easy Rich HTML/XML authoring </li></ul><ul><li>Watch Lists </li></ul><ul><li>Notifications </li></ul><ul><li>News Flashes </li></ul><ul><li>Research Session Audit Trail </li></ul>Auto suggestion of relevant solutions for higher FCR and lower AHT In place access to knowledge base to increase analyst adoption
    53. 53. BMC Service Level Management Value <ul><li>Compliance miss </li></ul><ul><li>Drill down </li></ul><ul><li>Review contract </li></ul><ul><li>View agreement </li></ul><ul><li>Check service target </li></ul><ul><li>Update </li></ul><ul><li>Calculate penalties </li></ul>Dashboard <ul><li>Built-in templates for </li></ul><ul><ul><li>Service desk service targets </li></ul></ul><ul><li>Integrations for : </li></ul><ul><ul><li>ITSM Applications </li></ul></ul><ul><li>Plug-ins to IT infrastructure monitoring products … </li></ul>Know your business commitments – work towards keeping those commitments with :
    54. 54. BMC SIM 7.0 & BMC Remedy Service Desk Intelligent Incident A1 B3 B2 C1 C2 D1 Raw Technology Events D2 C3 Filtering / Correlation Service Model <ul><li>Features </li></ul><ul><ul><li>Uses the service model to sort symptoms from causes </li></ul></ul><ul><ul><li>Prioritizes based on service / user impact, downtime cost, service schedule </li></ul></ul><ul><ul><li>Incident created has both impact and cause information attached </li></ul></ul><ul><ul><li>Incidents can be closed automatically when a clearing event is detected </li></ul></ul><ul><li>Benefits </li></ul><ul><ul><li>Eliminates the “noise” of too many incidents created for symptoms or low priority issues </li></ul></ul><ul><ul><li>Problems are being worked even before users notice them </li></ul></ul><ul><ul><li>Improved Service Availability </li></ul></ul>
    55. 55. Change & Configuration Management Detailed Overview BMC Remedy Change Management BMC Configuration Management Closed Loop Change & Configuration Management <ul><ul><ul><li>CMDB </li></ul></ul></ul><ul><ul><ul><li>Service Desk </li></ul></ul></ul><ul><ul><ul><li>Change & Config Mgmt </li></ul></ul></ul><ul><ul><ul><li>Service Level Management </li></ul></ul></ul><ul><ul><ul><li>Asset Management </li></ul></ul></ul><ul><ul><ul><li>Back to Contents </li></ul></ul></ul>
    56. 56. What’s New <ul><li>New Product Functionality </li></ul><ul><ul><li>BMC Remedy Change Management </li></ul></ul><ul><ul><li>BMC Configuration Management </li></ul></ul><ul><ul><li>New Use of Foundation Technologies </li></ul></ul><ul><ul><ul><li>DSL </li></ul></ul></ul><ul><ul><ul><li>Product Dictionary </li></ul></ul></ul><ul><ul><ul><li>Graphical UIs for CMDB Access </li></ul></ul></ul><ul><li>New Add-on Functionality </li></ul><ul><ul><li>BMC Remedy Change Management Dashboards </li></ul></ul><ul><li>New Integrations </li></ul><ul><ul><li>Closed Loop Change & Configuration Management </li></ul></ul>
    57. 57. Change and Configuration Management (CCM) <ul><li>BMC’s CCM Solution helps address IT challenges around: </li></ul><ul><li>Client/Desktop Management </li></ul><ul><li>Datacenter Optimization </li></ul><ul><li>IT Service Management (ITSM) </li></ul><ul><li>What’s the value of Closed Loop CCM ? </li></ul><ul><li>Gone are the days of ‘swivel chair management’ </li></ul><ul><li>Reduce errors </li></ul><ul><li>Complete process transparency, reporting…and compliance </li></ul><ul><li>Improved response </li></ul>
    58. 58. What’s New for BMC Remedy Change Management
    59. 59. Change Management 7.0 <ul><li>Change Planning </li></ul><ul><li>Change Calendar </li></ul><ul><li>Risk Assessment </li></ul><ul><li>CI Viewer </li></ul><ul><li>Availability/Unavailability </li></ul><ul><li>Multi-Stage Approvals </li></ul><ul><li>Change Efficiency </li></ul><ul><li>Consoles </li></ul><ul><li>Templates </li></ul><ul><li>Process Flow Visualization </li></ul><ul><li>Task Management & Viewer </li></ul><ul><li>DSL </li></ul><ul><li>Change Productivity </li></ul><ul><li>Change Dashboard </li></ul><ul><li>Closed Loop Verification </li></ul>
    60. 60. Change Planning <ul><li>Change Calendar Key Functions: </li></ul><ul><ul><li>Graphical View of Changes and Business Events </li></ul></ul><ul><ul><li>1, 5 and 7 Day Views </li></ul></ul><ul><ul><li>Pre-Defined Filtering </li></ul></ul><ul><ul><li>Drill down in to Changes Requests </li></ul></ul><ul><ul><li>Default Settings </li></ul></ul><ul><ul><li>Uses AR System Plug-In technology </li></ul></ul><ul><li>Benefits: </li></ul><ul><li>Accelerate change planning and scheduling process </li></ul><ul><li>Results: </li></ul><ul><li>Raise Visibility of potential change conflicts and Increase change success rate </li></ul>Management Team Technical Operators and Service Support Color Coded for Risk Level Narrow Data with Filters
    61. 61. Change Planning <ul><li>New! Risk Assessment </li></ul><ul><li>Standardized questions for Change </li></ul><ul><li>Derived factors for CI Priority and Performance Rating </li></ul><ul><li>Change Risk report </li></ul><ul><ul><li>Detailed Risk score output </li></ul></ul><ul><ul><li>Customer configurable </li></ul></ul><ul><li>Benefits: </li></ul><ul><li>Consistency of Risk process </li></ul><ul><li>Results: </li></ul><ul><li>Raise Accuracy and Improve speed for risk assessment </li></ul>Derived Factors combined with Questions to calculate score in printable Risk Report Management Team
    62. 62. Change Planning <ul><li>New! Change Availability – Unavailability </li></ul><ul><li>Schedule Assist to locate Available Windows </li></ul><ul><li>Create Unavailability and Availability Time Segment Windows for: </li></ul><ul><ul><li>Changes </li></ul></ul><ul><ul><li>Configuration Items </li></ul></ul><ul><ul><li>Business Events </li></ul></ul><ul><li>Benefits: </li></ul><ul><li>Changes are planned based on business processes </li></ul><ul><li>Results: </li></ul><ul><li>Quick Access to information Reduces chances of harmful conflicts </li></ul>Schedule Assist drives Availability locater Technical Operators and Service Support Management Team
    63. 63. Change Planning <ul><li>Enhanced Approval Processes </li></ul><ul><li>Multi-Stage approvals </li></ul><ul><li>Fully integrated with Remedy approval server </li></ul><ul><li>Workflow based notification email, alerts, pages etc. </li></ul><ul><li>User configurable for ITIL or custom </li></ul><ul><li>Benefits: </li></ul><ul><li>Ensure appropriate users are involved in process </li></ul><ul><li>Results: </li></ul><ul><li>Increased flexibility and faster change approvals </li></ul>View Approval Stage Approver List and Drive Approvals Management Team
    64. 64. Change Efficiency <ul><li>Updated! Predefined Change Templates and Task Templates </li></ul><ul><li>Individual or Linked Templates </li></ul><ul><li>New! Process Flow Visualization </li></ul><ul><li>Accelerators to drive required functions </li></ul><ul><li>Graphical view identifies where user is in the change process </li></ul><ul><li>Benefits: </li></ul><ul><li>Enforce specific business process </li></ul><ul><li>Fewer mouse clicks and key strokes </li></ul><ul><li>Results: </li></ul><ul><li>Reduction in staff training time </li></ul>Select Templates with one click Drive change status updates with one click Technical Operators and Service Support
    65. 65. Change Efficiency <ul><li>New! Task Management </li></ul><ul><li>Supports branching and multiple paths along with data and workflow exchange between tasks </li></ul><ul><li>Task templates </li></ul><ul><ul><li>Reusable templates for standard tasks </li></ul></ul><ul><li>Task group templates </li></ul><ul><ul><li>Reusable templates for collections of tasks </li></ul></ul><ul><li>Task Viewer </li></ul><ul><ul><li>Graphical View of Tasks </li></ul></ul><ul><li>Benefits: </li></ul><ul><li>Fast and reliable execution of tasks via repeatable processes </li></ul><ul><li>Results: </li></ul><ul><li>Improved Productivity and Reduction in errors with a clear understanding of business process </li></ul>Colors and Icons to indicate Status and Type of Task Navigate Table View of Tasks Technical Operators and Service Support
    66. 66. Change Efficiency <ul><li>New! DSL w/ BMC added Product Dictionary </li></ul><ul><li>Mechanism for consistently identifying configuration items (CIs) and Software Library Items (SLI’s) </li></ul><ul><li>Benefits: </li></ul><ul><li>Standardization of Software library Items in the CMDB </li></ul><ul><li>Results: </li></ul><ul><li>Improved communication among IT staff ensures integrity of the environment. </li></ul>Easily navigate to specific Software Library Items for distribution. Technical Operators and Service Support
    67. 67. Change Productivity <ul><li>Change Dashboard </li></ul><ul><li>Dashboard of Key Metrics </li></ul><ul><ul><li>Operational Efficiency </li></ul></ul><ul><ul><li>Overall Health </li></ul></ul><ul><ul><li>Financial </li></ul></ul><ul><ul><li>Customer Data </li></ul></ul><ul><ul><li>Customer Configurable and Customizable </li></ul></ul><ul><li>Benefits: </li></ul><ul><ul><li>Ensures organization is in meeting identified goals </li></ul></ul><ul><li>Results: </li></ul><ul><ul><li>Organizational improvements can be driven with real time data </li></ul></ul>View and Filter for Multiple Metrics Management Team
    68. 68. What’s New for BMC Configuration Management
    69. 69. In 7.0, we’ve significantly enhanced our data center capabilities <ul><li>Red Hat Enterprise Linux patch management ( new ) </li></ul><ul><li>The only consolidated, enhanced cross-platform patch solution directly integrated with Red Hat Network </li></ul><ul><li>The only solution available certified by Red Hat featuring the Red Hat Powered logo </li></ul><ul><li>The ONLY solution guaranteed to maintain all Red Hat Enterprise Linux support agreements and warranties </li></ul>
    70. 70. In 7.0, we’ve significantly enhanced our data center capabilities <ul><li>AIX patch management ( new ) </li></ul><ul><ul><li>Automated patch notifications and downloads from IBM </li></ul></ul><ul><li>HP-UX patch management ( coming ) </li></ul><ul><li>Task-based deployments ( improved ) </li></ul>
    71. 71. <ul><li>Desktops, Laptops and Handhelds </li></ul><ul><li>Configuration policy compliance ( improved ) </li></ul><ul><li>User settings migration ( new ) </li></ul><ul><li>Microsoft Mobile 5.0 ( new ) </li></ul><ul><li>Double-byte support, localizations for Japanese, French, German, and Simplified Chinese ( new ) </li></ul>We’ve also invested in our client capabilities
    72. 72. Multi-tenant and business-aware asset reporting <ul><li>Multi-tenant reporting </li></ul><ul><li>allow a single system to support multiple customers </li></ul><ul><li>limit visibility of discovery data to enforce various geographic/ organizational boundaries </li></ul>
    73. 73. Creating Closed Loop Change & Configuration Management Processes
    74. 74. Typical Open-loop Client Management Request Planning Implementation Approval Verification www www www www www C.A.B. Change Manager Marketing Sales Manufacturing Finance X Manual, swivel-chair level integration between change and execution X Manual verification of change completion X Manual compliance reporting from multiple sources
    75. 75. What’s needed to “close the loop” <ul><li>An integrated and automated change process solution that provides a balance between “lock down” and “free for all” </li></ul><ul><li>This solution would need to: </li></ul><ul><li>Provide flexibility in establishing deployment policies </li></ul><ul><li>Support ongoing software management from a centralized source </li></ul><ul><li>Manage the update/patch process intelligently </li></ul><ul><li>Automatically verify and report on deployment success </li></ul><ul><li>Offer management visibility and approval </li></ul>
    76. 76. The BMC Destination: Closed-loop Client Management - Process Compliance Reporting
    77. 77. Closed-loop integration for BMC Software CCM <ul><li>Out of Box Initiation, Auditing and Verification of Change Requests </li></ul><ul><li>Best Practice Change Templates for Configuration Management </li></ul><ul><li>Automatic launch in context via Seamless Authentication </li></ul><ul><li>Data passed between applications </li></ul><ul><ul><li>Change ID (RFC ID) </li></ul></ul><ul><ul><li>Task ID </li></ul></ul><ul><ul><li>Work Log information </li></ul></ul><ul><li>Process Transparency </li></ul><ul><ul><li>Automated workflow updates BMC Remedy Change Mgmt with job status/ verification </li></ul></ul>
    78. 78. Service Level Management 7.0 Detailed Overview <ul><ul><ul><li>CMDB </li></ul></ul></ul><ul><ul><ul><li>Service Desk </li></ul></ul></ul><ul><ul><ul><li>Change & Config Mgmt </li></ul></ul></ul><ul><ul><ul><li>Service Level Management </li></ul></ul></ul><ul><ul><ul><li>Asset Management </li></ul></ul></ul><ul><ul><ul><li>Back to Contents </li></ul></ul></ul>
    79. 79. Service Level Management The Situation <ul><li>Why organizations use SLM solutions: </li></ul><ul><ul><li>IT organizations: to lower costs of IT operations, improve quality of service, and reduce business risk </li></ul></ul><ul><ul><li>Service providers: to manage their obligations, to run the business </li></ul></ul><ul><li>Difficulty showing how well the service desk and operations teams are providing services </li></ul><ul><li>The end user cares how well they are being serviced, and that service depends on </li></ul><ul><ul><li>obtaining support from the help desk in a timely manner, </li></ul></ul><ul><ul><li>change management processes being followed properly and efficiently, </li></ul></ul><ul><ul><li>applications responding in a timely manner, </li></ul></ul><ul><ul><li>infrastructure running well to support the services, etc. </li></ul></ul>
    80. 80. BMC ® Service Level Management 7.0 A Unified SLM Offering <ul><li>SLM 7.0 combines the functionality of Remedy Service Level Agreements and SLM Express into one unified service level management offering </li></ul><ul><ul><li>SLM Express : Focused on SLAs and SLOs related to things such as: end user response time, service availability and performance of the IT Infrastructure </li></ul></ul><ul><ul><li>Remedy Service Level Agreements : Focused on service-request and availability SLAs related to Incident, Problem, and Change Management </li></ul></ul><ul><li>The resulting solution provides the full range of service level agreements bridging operations and the service desk </li></ul><ul><ul><li>One unified SLM offering reflects the service levels the end user wants </li></ul></ul>
    81. 81. What’s the Business Value? Provide Complete Picture of Service Performance <ul><li>Features: </li></ul><ul><li>A consolidated SLM dashboard </li></ul><ul><li>Seamless data integration with both infrastructure and support metrics </li></ul><ul><li>Apply maintenance and other blackout periods </li></ul><ul><li>Retroactively change outages for special situations </li></ul><ul><li>Benefits: </li></ul><ul><li>Quickly identify problems and prioritize support to reduce or avoid disruptions </li></ul><ul><li>Simplifies management of SLAs </li></ul><ul><li>Consolidates data for reporting </li></ul><ul><li>Results: </li></ul><ul><li>Reduce business risk by bringing attention to weakness in both operational and service support performance levels. </li></ul>
    82. 82. What’s the Business Value? Run IT as a Business <ul><li>Features: </li></ul><ul><li>Calculate penalties and rewards </li></ul><ul><li>Goals and costs can be variable based on time of day and day of week </li></ul><ul><li>Calculate impact cost for missed service targets </li></ul><ul><li>Manage multiple service targets per agreement, thereby matching the needs of the business </li></ul><ul><li>Benefits: </li></ul><ul><li>Manage service level goals and objectives based on a business impact </li></ul><ul><li>Focus attention on weak areas and minimize financial penalties </li></ul><ul><li>Results: </li></ul><ul><li>Reduce costs by minimizing penalties and lost business </li></ul><ul><li>Reduce business risk by focusing on areas of importance for the business </li></ul>
    83. 83. What’s the Business Value? Deliver High Quality of Service and Experience <ul><li>Features: </li></ul><ul><li>View compliance and financial trends </li></ul><ul><li>Ability to trigger corrective actions and workflow before the business is impacted </li></ul><ul><li>Benefits: </li></ul><ul><li>Identify potential problem areas before they disrupt business services </li></ul><ul><li>Ensure SLA compliance goals are met </li></ul><ul><li>Results: </li></ul><ul><li>Improve quality of service </li></ul><ul><li>Improve customer satisfaction </li></ul>
    84. 84. Service Level Management Modules <ul><li>SLM Dashboard </li></ul><ul><ul><li>Manage SLA compliance </li></ul></ul><ul><ul><li>View results </li></ul></ul><ul><li>Reporting Console </li></ul><ul><ul><li>View SLM reports </li></ul></ul><ul><li>Definition </li></ul><ul><ul><li>Create & manage contracts, agreements, and service targets </li></ul></ul><ul><li>Data Collector & Processing </li></ul><ul><ul><li>Collect metrics and events from IT infrastructure monitoring products </li></ul></ul><ul><ul><li>Monitor service support data (such as incident resolution time) </li></ul></ul><ul><ul><li>Evaluate all service targets and determine compliance </li></ul></ul><ul><li>CMDB (not required) </li></ul><ul><ul><li>Configuration data store </li></ul></ul><ul><li>Built on the AR System </li></ul><ul><li>Requires a standard database </li></ul>SLM Dashboard Definition of Contracts, Agreements, Service Targets Reporting Console AR System DB CMDB (not required) Data Collector & Processing
    85. 85. Service Level Management Modules: Data Collection Incorporate high volume, real time metrics and events as well as service support inputs in your service level agreements Integration to SIM 7.0 coming in September
    86. 86. New Concepts: Contracts, Agreements, Service Targets Contract enables a customer or group to view their SLA results only SLAs, OLAs, and Underpinning Contracts can be tied to one or more overarching contracts and be used by multiple customers Known as “Service Level Objective” in SLM Express or as “SLA” in Remedy SLA
    87. 87. Agreements: Weighted Service Targets Low priority incidents would have a lower weighting than Urgent priority incidents
    88. 88. SLM Dashboard for Service Level & IT Managers <ul><li>Features: </li></ul><ul><ul><li>Real-time display of all service levels </li></ul></ul><ul><ul><li>Trends for compliance and penalties/rewards </li></ul></ul><ul><ul><li>Add comments </li></ul></ul><ul><li>Benefits: </li></ul><ul><ul><li>Pinpoint weak areas and avoid disruptions </li></ul></ul><ul><li>Results: </li></ul><ul><ul><li>Reduce business risk by bringing attention to weakness in both operational and service support performance levels </li></ul></ul>See details with one click Graphical view of performance with drilldown
    89. 89. SLM Dashboard for Customers or Line of Businesses <ul><li>Facilitates communication between IT and the business. </li></ul><ul><li>Provides the line of business or customer with a real-time and historical view of how well IT is fulfilling their SLAs with the business . </li></ul>
    90. 90. Reporting <ul><li>Features: </li></ul><ul><ul><li>20 pre-defined reports </li></ul></ul><ul><ul><li>Compliance </li></ul></ul><ul><ul><li>Cost </li></ul></ul><ul><ul><li>Service target performance </li></ul></ul><ul><li>Benefits: </li></ul><ul><ul><li>View reports without DBA </li></ul></ul><ul><li>Results: </li></ul><ul><ul><li>Keep track of contractual performance </li></ul></ul>See results by contract and by agreement See results by contract and by agreement
    91. 91. SLM Reports <ul><li>Compliance </li></ul><ul><ul><li>SLA Compliance and Costs by Contract </li></ul></ul><ul><ul><li>SLA Compliance Graph </li></ul></ul><ul><ul><li>SLA Compliance Summary </li></ul></ul><ul><ul><li>SLA Daily Compliance for One Week </li></ul></ul><ul><ul><li>SLA Monthly Compliance for Six Months </li></ul></ul><ul><ul><li>SLA Quarterly Compliance by Year </li></ul></ul><ul><ul><li>SLA Weekly Compliance for One Month </li></ul></ul><ul><li>Cost </li></ul><ul><ul><li>SLA Cost Summary </li></ul></ul><ul><ul><li>SLA Daily Impact Cost for One Week </li></ul></ul><ul><ul><li>SLA Monthly Impact Cost for Six Months </li></ul></ul><ul><ul><li>SLA Quarterly Impact Cost by Year </li></ul></ul><ul><ul><li>SLA Weekly Impact Costs for One Month </li></ul></ul><ul><li>Service targets </li></ul><ul><ul><li>Performance-based Service Target Metrics </li></ul></ul><ul><ul><li>Request-based Service Target Metrics </li></ul></ul><ul><ul><li>Service Target Results by SLA </li></ul></ul><ul><ul><li>Service Target Status and Detail Metrics Daily </li></ul></ul><ul><ul><li>Service Target Status and Detail Metrics Hourly </li></ul></ul><ul><ul><li>Service Target Outages </li></ul></ul><ul><li>Assignment </li></ul><ul><ul><li>SLA Team Assignment </li></ul></ul><ul><li>Unknown Data </li></ul><ul><ul><li>Periods of Unknown Data </li></ul></ul>
    92. 92. SLM 7.0 Other Key Enhancements (Remedy SLA Perspective) <ul><li>Performance Improvements </li></ul><ul><ul><li>Reduction in number of filters dramatically improves performance </li></ul></ul><ul><li>Performance and Usability improvements in building service targets </li></ul><ul><ul><li>Copying service targets will not immediately rebuild the new service target </li></ul></ul><ul><ul><li>Use of Templates </li></ul></ul><ul><ul><li>Support staff interfaces for defining qualifications (rather than having to know field names and syntax) </li></ul></ul><ul><li>Improvements to ‘SLA Group’ feature </li></ul><ul><ul><li>When multiple service targets attach to one ticket because of change in terms and condition, the new service targets ‘inherits’ data from the existing one. </li></ul></ul><ul><li>Ability to re-open tickets after being resolved </li></ul><ul><ul><li>Ability to re-open a closed service target measurement and let it continue. </li></ul></ul><ul><li>SLM Integration with BMC Remedy Asset Management </li></ul><ul><ul><li>The integration is now through Asset Management outage records for each CI to measure the time for the outage to be resolved </li></ul></ul>
    93. 93. SLM 7.0 Other Key Enhancements (SLM Express Perspective) <ul><li>PATROL requirement removed </li></ul><ul><ul><li>Does not require PATROL, although it will integrate with PATROL as a data source </li></ul></ul><ul><li>Uses a standard database (makes custom reporting easier) </li></ul><ul><li>ITIL compliance </li></ul><ul><ul><li>Ability to define SLAs, OLAs, and Underpinning Contracts </li></ul></ul><ul><ul><li>Provides service target information to Incident Management, Problem Management, and Change Management </li></ul></ul><ul><li>Escalation capabilities (milestones and actions) to notify people of declining performance </li></ul><ul><li>Additional expression capabilities (min, max, sum) </li></ul>
    94. 94. Service Targets Key Performance Indicators, Goals, and Cost selection <ul><li>Features: </li></ul><ul><ul><li>Wizard to create service targets </li></ul></ul><ul><ul><li>KPI selection </li></ul></ul><ul><ul><li>Goal definition </li></ul></ul><ul><ul><li>Impact costs: The cost a business incurs when a service target is missed </li></ul></ul><ul><li>Benefits: </li></ul><ul><ul><li>Monitor IT components of business services </li></ul></ul><ul><li>Results: </li></ul><ul><ul><li>Reduce business risk by understanding business impact of IT issues </li></ul></ul>KPIs can be a single value or an expression to match any business commitment
    95. 95. Service Targets Support Staff Interface for Terms and Conditions for Incident Mgmt <ul><li>Use drop-down fields to build qualifications </li></ul><ul><li>Tailored for each service target data source (AR application) </li></ul>
    96. 96. Service Target Milestones <ul><li>Features: </li></ul><ul><ul><li>Define performance triggers </li></ul></ul><ul><ul><li>Automated actions </li></ul></ul><ul><ul><li>Incident, change or notification actions </li></ul></ul><ul><li>Benefits: </li></ul><ul><ul><li>Standardized responses to problems </li></ul></ul><ul><ul><li>Action before exception </li></ul></ul><ul><li>Results: </li></ul><ul><ul><li>Reduced monetary penalties </li></ul></ul><ul><ul><li>Improved quality </li></ul></ul>Take action before a service target commitment is missed
    97. 97. Templates <ul><li>Enhance usability by making it easier to create Service Target and Agreement definitions </li></ul><ul><li>Leverage templates instead of building conditions from scratch </li></ul><ul><ul><li>Use as is and “link” to the original </li></ul></ul><ul><ul><li>Or select a template and modify </li></ul></ul><ul><li>Types of Templates: </li></ul><ul><ul><li>Condition </li></ul></ul><ul><ul><li>Measurement Criteria </li></ul></ul><ul><ul><li>Goal and Cost Schedule </li></ul></ul><ul><ul><li>Milestone </li></ul></ul><ul><ul><li>Action </li></ul></ul>
    98. 98. Business Value Summary <ul><li>BMC Service Level Management 7.0 </li></ul><ul><ul><li>Provide complete picture of service performance across service support and IT operations </li></ul></ul><ul><ul><li>Run IT as a business </li></ul></ul><ul><ul><li>Deliver high quality of service and experience </li></ul></ul>
    99. 99. BMC Service Level Management – Process Integration <ul><li>BMC Incident and Problem Management </li></ul><ul><ul><li>Tracks the response and resolution times of the help desk and compares them with SLA commitments. Generates alerts and notifications to the support staff when support SLAs are in danger of being missed. </li></ul></ul><ul><li>BMC Change and Configuration Management </li></ul><ul><ul><li>Tracks change implementation targets to ensure that change tasks and requests are performed in order and on time. </li></ul></ul><ul><li>BMC Asset Management and Discovery </li></ul><ul><ul><li>Measures length of outages for specific configuration items and services. </li></ul></ul><ul><li>BMC Infrastructure and Application Management </li></ul><ul><ul><li>Uses infrastructure and application data for service level monitoring of both infrastructure and applications. </li></ul></ul><ul><li>Service Impact and Event Management </li></ul><ul><ul><li>Integrate service impact management and event processing automation and allow IT staff to manage by business alignment, prioritizing responses to real-time events based on business impact. </li></ul></ul><ul><li>BMC Atrium CMDB </li></ul><ul><ul><li>Ensure that critical business assets or services maintain committed levels of availability and service. </li></ul></ul>
    100. 100. Asset Management 7.0 Detailed Overview <ul><ul><ul><li>CMDB </li></ul></ul></ul><ul><ul><ul><li>Service Desk </li></ul></ul></ul><ul><ul><ul><li>Change & Config Mgmt </li></ul></ul></ul><ul><ul><ul><li>Service Level Management </li></ul></ul></ul><ul><ul><ul><li>Asset Management </li></ul></ul></ul><ul><ul><ul><li>Back to Contents </li></ul></ul></ul>
    101. 101. Benefits <ul><li>More efficient software license management </li></ul><ul><ul><li>Less time, effort to track installations against license contracts </li></ul></ul><ul><li>Proactive enforcement of license policies using CCM </li></ul><ul><ul><li>Reduce software costs by reducing unneeded deployments </li></ul></ul><ul><li>Enhanced enterprise readiness </li></ul><ul><ul><li>Multi-tenancy, enhanced categorizations and roles </li></ul></ul><ul><li>Greater business insight, easier reporting </li></ul><ul><ul><li>Quickly get to the Why behind the What with BMC Analytics </li></ul></ul>BMC Remedy Asset Management 7
    102. 102. Software License Tracking Definitive Software Library <ul><li>Supports ITIL best practices for Change, Release, Configuration, Software Asset Management </li></ul><ul><li>Performs two main functions </li></ul><ul><ul><li>Software Library: </li></ul></ul><ul><ul><ul><li>Index to golden master software locations (deployable package, file server directory, storage cabinet…) </li></ul></ul></ul><ul><ul><li>Product Dictionary </li></ul></ul><ul><ul><ul><li>Normalizes software names and descriptions </li></ul></ul></ul><ul><li>Included with </li></ul><ul><ul><li>BMC Atrium CMDB, BMC Remedy ITSM </li></ul></ul><ul><ul><li>BMC Configuration Management (Marimba) </li></ul></ul>DSL Product Dictionary Software Library https://goldenmsft/office/... https://goldenmsft/windows/... Room A243, Cabinet B
    103. 103. Software License Tracking DSL Product Dictionary <ul><li>Application recognition and normalization </li></ul><ul><ul><li>Product Dictionary Entries (PDE’s) match discovery scan data to definitive software titles and descriptions (e.g. suite info) </li></ul></ul><ul><ul><li>Includes over 10,000 applications out of the box with updates made available via SupportWeb </li></ul></ul><ul><ul><li>You can build additional PDEs using .exe and .dll names and file sizes </li></ul></ul><ul><li>Software license association </li></ul><ul><ul><li>Normalized software descriptions in CMDB are counted by Remedy Asset and applied to corresponding software license </li></ul></ul><ul><li>BMC Discovery uses Product Dictionary to normalize scan data prior to recording in CMDB </li></ul>
    104. 104. Software License Tracking Product Dictionary links normalized software name, categorization to license contract in Remedy Asset When accessed from a software license contract in Remedy Asset, this option links PDE to software license and triggers workflow in Remedy Asset to count instances against license entitlements
    105. 105. Software License Tracking <ul><li>Tracking normalized titles to contracts </li></ul><ul><ul><li>License Management Engine maintains list of CI classes it should process </li></ul></ul><ul><ul><li>Discovered instances of those classes and matching 6-tier categorization in CMDB (from PDE) are counted against contract associated by PDE </li></ul></ul><ul><ul><li>Deployed vs. licensed viewable in flashboards, reports, BMC Analytics </li></ul></ul><ul><li>Exception Handling </li></ul><ul><ul><li>Identifies discovered instances matching CI classes in License Management Engine but for which no associated contract is found </li></ul></ul><ul><ul><li>Handling options </li></ul></ul><ul><ul><ul><li>Create new contract </li></ul></ul></ul><ul><ul><ul><li>Associate title/PDE to existing contract </li></ul></ul></ul><ul><ul><ul><li>Delete and ignore if not an application requiring license tracking </li></ul></ul></ul>
    106. 106. Enhancements <ul><li>Multi-tenancy </li></ul><ul><ul><li>Row-level security separates data, roles and processes to serve multiple business units/customers with a single application instance </li></ul></ul><ul><li>Enterprise Categorization </li></ul><ul><ul><li>6-tier (vs. 3-tier CTI in 6.0) correlates directly to CI fields in CMDB </li></ul></ul><ul><li>Blackout schedules </li></ul><ul><li>CI Unavailability </li></ul><ul><ul><li>Tracks the actual downtime of a CI </li></ul></ul><ul><ul><li>E.g. scheduled maintenance created from a change request, or an unexpected event created from an incident </li></ul></ul>
    107. 107. Benefit Summary <ul><li>Improved ITIL support reduces cost of implementing best practices </li></ul><ul><li>Simplified end user experience reduces call volume </li></ul><ul><li>Improved analyst automation increases analyst productivity </li></ul><ul><li>Enhanced problem management improves problem prevention </li></ul><ul><li>With SIM/SLM: </li></ul><ul><ul><li>Receive real-time service impact information </li></ul></ul><ul><ul><li>Prioritize incidents according to impacts </li></ul></ul><ul><ul><li>Proactively notify end users </li></ul></ul>
    108. 108. Demo
    109. 109. Questions? Bryan Cunningham Account Executive generationE Technologies 209-559-0397 [email_address] www.generationetech.com

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