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  • IBM is expanding our Service Management solution to bring the notion of Service Request to customers. Service requests will be enabled for customers seeking help on their existing Services, and also for customer seeking the deployment of new Services to meet the demands of the business. First, Service Requests for existing services are handled via the Service Desk. Here, issues such as how to perform certain tasks, requests for repairs or break/fix services are managed to ensure the productivity and satisfaction of the end user. This of course also ties it closely with Incident and Problem, since many service requests against existing services drive incidents and problems. For new services, the Service Catalog will be introduced, providing a method to request new services. This also will represent a form of self-service capability, and will leverage our process automation solutions, to automatically examine Capacity issues, and drive thru to automated deployment, using the extensive Service Deployment automation tools in the Tivoli Portfolio. By linking these Service Request tools to the Change Management and Release Management automated processes, we provide an end to end solution for completely touchfree service deployment
  • The previous chart introduced Service Desk and Service Catalog as applications (PMPs) that operate on top the Service Management Platform. This chart now introduces the concept of the Service Request Manager as a common package of Service Desk and Service Catalog capabilities. What we have in common here is the concept of satisfying user requests. In general, requests to the Service Desk are handled on a case by case basis; while Service Catalog requests are usually handled in pre-configured manner that is intended to fulfill the request in a best practice manner. Service request manager (SRM) offers a unified solution for service request management – whether it is performance problem needing help from service desk or request for provisioning of new software into your workstation through service catalog. Users need to access one application via web or call a person over phone or simply send an email. SRM has built-in service desk functionalities such as incident & problem management; offering solutions to the users through knowledge management; integration with network/application management products to open incident tickets automatically. It also offers service delivery functionalities through its catalog where users can “shop” for services they need through online catalog. Remember they need to pay for what they buy……enabling tighter control over expenses.. Technical highlights of the product are mentioned in the bullet points.
  • This chart permits you to outline all the cool enhancements we have made to the 7.1 Service Desk. Integration with TEC/Omnibus To create incident tickets automatically based on events Mutual status updates between TEC/Omnibus with Service Desk. Bundled remote diagnostic capabilities Provides the service desk agent with remote administration capabilities of end-user machines Take control of the remote machine; execute commands and applications (active state), including remote reboot Instant Messaging Capabilities Maintain audit record of the Remote Control session Password reset Password reset capabilities in self-service portal Consumability Improvements Feedback from existing customers Functional Enhancements Usability Enhancements ISM CCMDB 7.1 Integration Actions available from the detail menu associated with CI field on a Ticket Goto CI View CI Details View Related CIs Computer Telephony Integration CTI is technology that will allow interactions between the telephone system and the Service Desk product Prepopulates agent screen with caller information Integration with IT and Enterprise asset management products Knowledge management extensions Provide enhanced “Internet style” search Enhanced ranking of search results Support import of external content “ Knowledge Provider” interface to facilitate integration with external knowledge sources and problem determination aids. Formalize knowledge management process Develop a formal process for managing the lifecycle of knowledge (solutions) Provide a user ranking mechanism to identify problematic solutions External service desk integration Co-existence with Remedy/Peregrine Complete migration from Remedy/Peregrine Incident & Problem process templates Communication templates New Reports… Total numbers of Requests Requests Completed/closed and incomplete sorted by state, priority, impact or urgency Mean elapsed time to achieve Request completion Sorted by impact code SLA Compliance Status Percentage of Requests handled within agreed response time Average cost per Request
  • 1. when a configurable threshold has been reached across all Service Desk Tickets (e.g. once the 50th Incident Ticket with a status of RESOLVED or CLOSED is generated in the system, an email is sent to the user who created that Ticket) 2. (e.g. all users in system are broadcast a Survey every 6 months)
  • Benefits: IBM Tivoli Service Desk helps improve IT performance through automation of processes, better visibility of service support functions, commitments and measurements. By standardizing service support and service delivery on the Maximo unified platform for service management you can lower Total Cost of Ownership with greatly reduced deployment costs, leveraging technology standards and 3 rd party integrations. Also, improve quality of services by viewing configuration data and recent changes from the service desk, and leveraging ITIL-based best practices. Can be used to manage any type of critical enterprise asset: IT, facilities, fleet vehicles, production equipment – improves IT service delivery efficiency, offers opportunities for service desk and system consolidation that drive down IT operating costs. ITIL: IBM Tivoli Service Desk as part of Maximo Enterprise Suite is built from the ground up on the ITIL framework of best practices for service support and service delivery. Unlike competitive products, IBM Tivoli Service Desk was designed with ITIL in mind rather than retrofitted to fit in with the ITIL guidelines. ITIL processes supported through the IBM Tivoli Service Desk are seamlessly integrated and user workflow moves smoothly between these processes. Functions: functions of IBM Tivoli Service Desk include traditional ITIL-based Service Desk capabilities such as Incident & Problem Management, Change & Release Management and Service Level Management. Self-service functionality reduces calls to the service desk and improves user satisfaction by enabling users to proactively address their own issues with easy access to 24x7 service support and by enabling users to search solutions for quick identification of possible resolution. Maximo work management enables IT departments to go beyond tracking assets and delivering services; with advanced planning and scheduling, the right personnel with the right skills can be deployed at the right time. Furthermore the Service Desk integrates with Maximo IT asset management and unifies IT asset management processes with the service desk on a consolidated CMDB, for faster incident and problem resolution and higher efficiencies (e.g. a user submits service request for a laptop problem, agent can see all asset related detail on this laptop and can more efficiently address the service request). PinkVerify: Maximo Service Desk earned Pink Elephant's PinkVerify™ certification for ITIL-compatible software solutions. Pink Elephant is one of the world's leading consulting and training providers in ITIL standards, a best practice framework designed to optimize IT service management processes. PinkVerify™ recognizes software solutions that have been objectively evaluated and certified by Pink Elephant IT Service Management Consultants. Solutions that are verified in four out of seven support processes - Incident, Problem, Change and Configuration Management - are verified as ITIL Service Support. Solutions that are verified for the above four support processes, plus at least one of the remaining three processes - Service Level, Release and Availability Management - receive the Enhanced verification, the highest level of PinkVerify™ certification. Maximo Enterprise Suite met the requirements for all seven processes and received the Enhanced verification, the highest level of PinkVerify certification. [CAUTION: THAT GARTNER IS NOT A BIG FAN OF PINK ELEPHANT] KPI/Dashboards: built-in real-time dashboards provide insight into all levels of service desk operations so that any support staff, manager or executive can monitor role-based Key Performance Indicators (KPIs) in an intuitive, graphical display. Dashboards provide actionable information and identify potential problem areas, enabling support staff to take appropriate corrective actions before critical services are adversely affected. KPIs and dashboards are all configurable so the user can customize these to fit their role and workstyle. Business “Agility”: Database Configuration and Application Designer enable easy configuration and customization of database and UI. With Notifications and Escalations automatically monitor critical processes across your enterprise, ensure that critical tasks are completed/reviewed on time and send out appropriate notifications. Maximo Enterprise Adapter integrates Maximo with enterprise systems such as ERP. Email integration includes an email listener that enables users to quickly submit service requests through email. Technlogy: Maximo is a web architected application built from the ground up on J2EE. Maximo's technology also extends into the realm of Web Services and Service Oriented Architecture (SOA) by providing platform level services definition and provisioning. The framework provides enterprise level application services and business process coordination between MXES and other enterprise systems or solutions (e.g., Portals.). Benefits to the customer: this reduces complexity of technologies and architecture supported, lowers TCO, improves security, speeds deployment with no code on the client, avoids proprietary application and vendor platform lock-ins and enhances interoperability with key business IT infrastructure systems.
  • Pandian needs to provide some notes here.
  • This chart provides a nice gradient of Service Catalog capability. Not all customers need the most advanced level. Sometimes, just knowing what services are available can provide significant value in and off itself.
  • This chart gives you a chance to introduce the major parts of the Service Catalog product. Make sure to talk about the distinction between the 3 types of supported services (Descriptive, Action and Supply Chain). Point out that Descriptive services permit a company to advertise services that are delivered in ad hoc, manual manners. It allows a customer to put a service in the Service Catalog in a very low cost manner. Action services provide a cheap way to integrate existing automated services via Launch in Context to external applications or by the execution of Maximo Actions (that can do things like trigger command scripts or custom Java classes that call external APIs). The Supply Chain service fulfillment model leverages the full power of the Maximo purchasing supply chain applications. Purchase Orders can be generated for external suppliers. Work Order Management allows one to precisely specify and track the human and non-human resources that are needed to satisfy a request for service and also to specify the manual and automated tasks that are to be performed. Service Catalog - Support for a broad spectrum of services Simple service types Description Textual information that describes a service and how to request it Can be link to URL that documents the existence of a customer service Action-based Link to an ISM application or launch in context to an external application More complex service types Supply Chain-based Utilizes Maximo purchasing supply chain components Material Requisition->Purchase Requisition->Purchase Orders->Work Orders Highly flexible Possible to configure multiple providers for the same service Operations personnel can guide the delivery of services Can invoke generate external POs, call external applications, etc. Fast path handling can be configured Supply Chain maintains status and KPIs Service Definition / Management Service Definition and Capabilities Defines basic attributes of a service Configure service type (Description, Action-based, Supply Chain-based) Specify service-specific attributes Offering Definition Defines what the user will see in the Shopping Environment One Service Definition can have multiple Offering Definitions Can specify default/fixed values for service attributes Can override service parameters set at the Service Definition level Service Catalog Management Manage contents of catalog Control management attributes of Service and Offering Definitions (e.g. price, availability state, SLA, etc.) Export/Import tools Permits all the portions of a Service/Offering Definition to be exported and imported KPIs and Reporting
  • This chart allows you to talk about the major new configuration tools that come with the Service Catalog product. 1. The Catalogs application is used to manage the service Offerings that are visible to the user. 2. The Offerings application defines the service offering that are available. One powerful design feature is that a single Service Fulfillment definition can be expressed in multiple Offerings. For example, a Service Fulfillment definition can be created to provide configured laptops. The base service supports a variety of attributes that define the hardware and software characteristics desired in the provided laptop. Given this base flexible sort of service, multiple offerings can be defined that provide pre-configured laptops at different levels of capability and price. 3. The Service Fulfillment application allows one to define the “base” portions of a service. All sorts of default parameter values can be defined for a class of service. These can be overridden at the Offering level. Among other things, a Service Fulfillment definition can define the Job Plan that indicates how to render a request for a service. 4. The Fulfillment Options application permits one to customize how a particular class of service will be fulfilled. Among other things, it permits alternative Service Providers for a given class of service to indicate how they would fulfill the service. When a service is requested, if there are alternative qualified Service Providers, the IT Operations Analyst can supervise the selection of a particular provider. 4. Service Catalog roles are based on the ITUP roles. ITIL V3 may impact current definitions, as its updates have reworks in the are of Service Catalog and Service Request and Delivery management Administrative / Definitions roles Service Designer ( mainly uses Service Definition, Offering Definition and Catalog Appls) Manages the definition, inclusion and availability of services in the catalog Service Delivery Manager ( mainly uses Capabilities application and Service Definition applications) Co-author of services definition. Builds and manages aggregate delivery plan, including cost and resources Maintains competence , capacity pools and profiles of the delivery teams Service Execution Manager ( mainly uses Reporting and KPIs and capabilities applications) Oversees the operation of the Service Catalog Supply Chain Operational / Execution roles User End user that browses service catalog and submits service requests Business Line Manager New role defined in Service Catalog Review and approves the submission, by the user, of service requests to the supply chain. User Contact Analyst Receive, review and analyze service request information from user Operations Analyst ( mainly uses the Requisitioning management and Service Order and Work order management applications) Executes all operational processes and procedures of Order Planning and Fulfillment Planning Analyzes, prepares, submits and adjusts task planning, workload, work schedule and work items Operation Specialist ( Uses ISM integration points for automated flows ) Perform work items
  • Service Catalog roles are based on the ITUP roles. ITIL V3 may impact current definitions, as its updates have reworks in the are of Service Catalog and Service Request and Delivery management Administrative / Definitions roles Service Designer ( mainly uses Service Definition, Offering Definition and Catalog Appls) Manages the definition, inclusion and availability of services in the catalog Service Delivery Manager ( mainly uses Capabilities application and Service Definition applications) Co-author of services definition. Builds and manages aggregate delivery plan, including cost and resources Maintains competence , capacity pools and profiles of the delivery teams Service Execution Manager ( mainly uses Reporting and KPIs and capabilities applications) Oversees the operation of the Service Catalog Supply Chain Operational / Execution roles User End user that browses service catalog and submits service requests Business Line Manager New role defined in Service Catalog Review and approves the submission, by the user, of service requests to the supply chain. User Contact Analyst Receive, review and analyze service request information from user Operations Analyst ( mainly uses the Requisitioning management and Service Order and Work order management applications) Executes all operational processes and procedures of Order Planning and Fulfillment Planning Analyzes, prepares, submits and adjusts task planning, workload, work schedule and work items Operation Specialist ( Uses ISM integration points for automated flows ) Perform work items
  • This chart gives you a chance to introduce the major parts of the Service Catalog product. Make sure to talk about the distinction between the 3 types of supported services (Descriptive, Action and Supply Chain). Point out that Descriptive services permit a company to advertise services that are delivered in ad hoc, manual manners. It allows a customer to put a service in the Service Catalog in a very low cost manner. Action services provide a cheap way to integrate existing automated services via Launch in Context to external applications or by the execution of Maximo Actions (that can do things like trigger command scripts or custom Java classes that call external APIs). The Supply Chain service fulfillment model leverages the full power of the Maximo purchasing supply chain applications. Purchase Orders can be generated for external suppliers. Work Order Management allows one to precisely specify and track the human and non-human resources that are needed to satisfy a request for service and also to specify the manual and automated tasks that are to be performed.
  • SRM 7.1 Value: Easy access of services to users Effective Service Delivery Management Well defined fulfillment practices Integration between Service Delivery and IT Management Process

Presentation Presentation Presentation Transcript

  • IBM Tivoli Service Request Manager 7.1 Overview May 2008
  • Agenda
    • Introduction to IBM Service Management
    • Service Request Manager
      • Service Desk Component
        • Customer Pains
        • Value add
        • Feature/Function/Benefit
        • Competition
      • Service Catalog Component
        • Customer Pains
        • Value add
        • Feature/Function/Benefit
        • Competition
      • Licensing Model
      • Analyst Comments
      • Why IBM Service Management solution is unique?
  • Integrated approach to Service Management Enterprise Asset Management Asset Management for IT Service Request Manager Change & Configuration Management Database Common applications | Common workflow | Common reporting | Common User Interface Integrated Solution An Integrated set of solutions represent the full management of data, processes, tooling and people Common Data Model The core solutions share a common data subsystem for simple data sharing Processes that Work Together The core solutions share a process workflow automation engine No Rip and Replace Leverage existing investments in IBM and 3 rd party IT management tools Lower Cost of Ownership Lower infrastructure and training costs, simple upgrade model IBM Process Automation Platform
    • Process Artifacts
    • Related to CIs and Assets
    • Process Definitions
    • CIs
    • Attributes
    • Relationships
    • Configuration Data
    • Assets
    • Attributes
    • Relationships
  • Integrating Service Request Management Service Desk Users
    • Requests for new Services
    • Self-service capabilities
    • Requests for service on existing Services
    • Break/fix, how-to, incident identification
    Service Catalog Service Request
    • Single point of service for all end-user requests: break/fix and new orders.
    • Integrate problem remediation and order fulfillment workflows
    • Extend services beyond IT services as necessary
    IBM Service Management Operational Management Service Management Platform Process Management Best Practices
  • Unified solution to improve productivity Users Service Desk Service Catalog Service Requests Service Requests Shopping Requisition Order Management Order Tracking OMP/PMP Integration for automation SRM Service Provider Solution integration Knowledge Incident Problem Asset/CI
    • Advanced work management processes
    • Flexible and easy to configure, no coding required
    • Integration with CCMDB, TEC & other OMPs
    • Multi-customer support
    • Based on leading standards-based technology – J2EE, SOA, XML
    • Process integration, built from the ground up on ITIL
    • Single user interface
    • Dashboards and reports
    • Data integration
    • Enterprise asset management integration
    OMP/PMP Integration for automation SRM Service Provider Solution integration Service Request Manager 7.1
  • Service Request Manager Service Desk 6.2.1 & 7.1
    • How Can I:
      • Improve service level while keeping cost down?
      • Improve the productivity of my service desk agents?
      • Address incidents according to urgency and impact to the organization?
      • Resolve an incident quickly and restore the service?
      • Identify troublesome hardware & software?
      • Rate how satisfied my users are?
      • Assess the business impact of the tickets?
    Customer Pains
  • What is the value add to the customer?
    • Align IT operations and your business with service level management
    • Help optimize productivity of service-desk personnel through built-in problem solving tools
    • Streamline ITIL-based incident and problem management processes for more rapid service restoration
    • Maximize IT infrastructure stability and availability through integration with Operational Management Products (OMPs)
    • Automatically assign priority based on urgency and impact
    • Measure the satisfaction of end users through built-in surveys
    • Accelerates time-to-value through out-of-the-box workflows, reports, queries, templates etc.
    • Tightly integrated with Asset Management products and Change & Configuration Management Database (CCMDB) product.
    • Flexible, easy to configure/customize and no coding is required
    • Configurations are kept intact when upgrading
  • Service Desk 6.2.1 – Key Features / Benefits Guide users through a process or activity based on the context of data entered, reducing training requirements, promoting ease of use and greater accuracy of information. Interactive action based workflows Ensures proper management of resources to achieve service levels. Proactively monitor conditions and send notifications from prompt action. Escalation management Flexible configuration tools for database configuration and applications design enabling users to easily and quickly configure the UI, dashboards, KPIs, reports and more on the fly. Configuration tools Support staff, managers or executive can monitor role-based KPIs in an easy to configure, intuitive graphical display. Role-based KPIs Powerful visual workflow and escalation enable quick resolution Incident and Problem Management Built-in, searchable solutions database enables agents to resolve issues faster, improving first call resolution rates. Allows users to proactively address their own issues reducing calls Solutions Self Service
  • Service Desk 6.2.1 – Key Features / Benefits continued Work Management to deploy the right personnel with the right skills at the right time. Work Management Real-time dashboards provide actionable information and identify potential problem areas, enabling support to take appropriate corrective actions before critical services are adversely affected Dashboards Efficiently processes inbound emails into service requests streamlining service desk operations and increasing user satisfaction Email Listener Saves time by pre-populating work order fields with information found in the service request Ticket Templates Provides real-time message display Bulletin Board
  • Service Request Manager – Service Desk – Introducing 7.1 Remote Diagnostic Tools Event Generators Knowledge Bases Other Service Desks Telephony (CTI) Drag-and-Drop Integration Toolkit TEC NetView on Z (Opal) Omnibus (Opal) RightAnswers Future KBs HP Service Center Infoman (Opal) Co-existence & Conversion Tools Roles and Start Centers Ticket templates Incident / Problem Workflows KPIs and Thresholds Queries and Reports Escalations and Notifications Best Practice Content Common Service Requests Change integration CMDB Integration (CI selection) Process Integration Genesys Tooling Extensibility, upgrade tooling Select usability enhancements including Bulletin board and Knowledge Mgmt. Survey management OMP Integration Tivoli Monitoring Integration NetCool Integration Tivoli Identity Manager Integration Lotus Sametime Service Desk
  • CMDB Integration
    • Actions available from the detail menu associated with CI field on a Ticket
      • Goto CI
        • Launch to the CI App and return to the Launching Service Desk Record
      • View CI Details
        • Discovered Details Associated with the CI
      • View Related CIs
        • Displays current CI relationships
        • Displays historic CI relationships
  • CMDB Integration within Incident Management
  • Integration to Change Management
    • Support for whatever level of change process maturity suits the customer
      • Basic Change management
      • Change management with Asset management
      • Change management with Asset and configuration management
    • Integrated Change management unique capabilities include
      • Integration with the Service desk provides incident management the ability to see what has changed.
      • Create an RFC from Incident or Problem management one tab away
      • Identify and record business and technical impact analyses for changes and releases
      • Integration with external change management systems / service desks
      • Change types can be created to support common changes Minor , Significant, Major and Urgent change requests (each with different tasks/flow)
      • Change implementation schedule identifies tasks and task conflicts to help minimize unforeseen change collisions
      • Out of box process, includes task aligned to roles, an included RFC application, change templates for changes such as change, standard, emergency, a change impact analysis application, CAB reports, Change Calendaring, and automation for change implementation
      • Standard change, server provisioning, patch deployment, emergency change, …
    • Reduce Technical Support Cost
      • Higher 1st Call resolution rates
    • Increase employee productivity due to downtime minimization
    • Increase the quality of helpdesk service by significantly improving response times
    • Higher Customer Satisfaction by providing timely quality customer support to end users
    • Maintain audit record of the Remote Control session
    Remote Diagnostics
  • TSRM V7.1 - Service Level Management
    • Define the commitments that are in place with the Customer
    • Identify the processes that must be monitored and what proactive preventive countermeasure escalations are associated in order to meet the commitments
    • Measure performance related to SLA compliance
  • TSRM V7.1 - Knowledge Management
    • Structured representation of formal knowledge
      • Symptoms/Cause/Resolution
      • Grouped under well-defined classifications
  • TSRM V7.1 - Knowledge Management…contd
    • Accessible to both service desk agents & end-users
    • Quality control of contents through formal review process
    • Content relevancy & ranking based on end-user feedback
    • Supports knowledge content import from internal and external Knowledge bases
    • Keyword search
        • Search enabled through Lucene open source search engine
    • Multi-lingual search
    • Enhanced ranking of search results
    • Ability to associate searchable keywords to solution content
    • View Tracking
    • Utility Tracking
    • User ranking and feedback mechanism
    • Ownership
    • Process to add content to the knowledgebase
    • Ability to attach documents to the solution content
        • search attached documents
  • TSRM V7.1 – Tools Integration
    • Out-of-the-box Integration Toolkit
      • Supports integration with IBM & non-IBM products
      • Greater control & flexibility in passing information (enabled via TDI)
      • Computer Telephony Integration (CTI) with Genesys
    • Out-of-the-box integrations with
        • CCMDB 7.1 to assess business impact
        • Asset management products (TAMIT & MAM) for asset visibility
        • Tivoli Monitoring tools through TEC & Omnibus
          • Tivoli Monitoring for distributed platforms
          • Netview for zOS for host platforms
    • Tivoli Netcool Impact for event enrichment
    • Tivoli Identity Manager for password reset by end-user & agent
    • Integrated out-of-the-box remote diagnostics of desktops & servers
    • Integration for instant messaging through Lotus SameTime
    • Service Provider Solution for multi-customer support
    • Integration with Tivoli Workload Scheduler 8.x
    • HP Service Center for service desk coexistence
    • Alternative multi-threaded mode of communication
    • Chat sessions are recorded and stored in the ticket’s Comm Log
    Instant Messenger Integration
  • Computer Telephony Integration
      • CTI is prevalent in Service Desk operations.
      • TSRM 7.1 (Service Desk) integrates with Genesys CTI & IVR product
        • Additional CTI Adapters/Plug-ins for other vendors such as Cisco will be provided in subsequent releases
        • Enables data collected from the telephone systems to be used as input data to query databases with customer information and populate that data instantaneously in the customer service representative screen.
        • Net effect is the agent already has the required screen on his/her terminal before speaking with the customer.
    • Author and distribute customer surveys
    • Automatic distribution of a Survey via email to a specific user
    • Automatic distribution of a Survey via email to all users in the system over a cyclical time period
    • Agent can also conduct a telephone Survey with the end-user and record Survey responses
    • Reporting based on survey results.
    Customer Survey
  • Service Desk Content
    • ITUP-standard Process Flows and Roles
      • Incident and Problem Management
        • ITIL V2 & V3
    • New Reports (tbd)
      • Total numbers of Requests
      • Requests Completed/closed and incomplete sorted by
        • state, priority, impact or urgency
      • Mean elapsed time to achieve Request completion
        • Sorted by impact code
        • SLA Compliance Status
          • Percentage of Requests handled within agreed response time (Request response-time targets may be specified in SLAs, for example, by impact code)
      • Average cost per Request
      • Percentage of Requests closed by the Service Desk without reference to other levels of support;
      • Requests processed per Service Desk workstation;
      • Number and percentage of Requests resolved remotely, without the need for a visit.
  • Service Desk Content
      • Security Groups to support ITUP roles
        • Role Related Start Centers for each process
      • ITUP Expert Process Advice
        • Available from Role Related Start Centers
      • Escalations
        • Automate Acknowledgement Process
        • Automate Solution Sending
        • Automate Ticket Close
        • Automate Communications to Reported by / Affected By
      • Communications Templates
        • Roles
          • Role to resolve to all members of an ownergroup
            • Used to notify members when a ticket is assigned to their group
  • IBM Tivoli Service Desk – Competitive Differentiators
    • Key competitors
    • HP / Peregrine, BMC / Remedy and to lesser extent CA Unicenter
    Unlike Competitive Products: IBM Tivoli Service Desk offers: Retrofitted to align with ITIL
    • Based on older, proprietary technology, that does not integrate well
    Customizations do not upgrade, upgrades require a rip-and-replace of the system Customizations require development coding work and are not done on the fly Unable to manage all asset classes in the enterprise along with integrated service management from a single platform Based on leading standards-based technology : web-architected platform built on J2EE with advanced business process management, based on SOA, web services and XML Built from the ground-up on the ITIL framework Upgradeability : configurations are kept intact when upgrading
    • Flexible, easy to configure , no coding required
    An integrated solution for all asset and service management
  • Service Desk – Messaging Summary
    • Designed ground-up on the ITIL framework to support ITSM processes…
    • built with inherent support for Incident, Problem, change, configuration and release process management
    • part of a single platform that combines asset and service management
    • A service desk solution that …
    • closely aligns IT operations and the business
    • improves IT service support performance
    • is used to manage any type of critical enterprise asset, lowers cost of ownership
    • Offers unique capabilities for …
    • ease of use with role-based user interface, configurable KPIs and real-time dashboards
    • business agility with flexible tools for database configuration, application design, notifications/escalations and enterprise integration
    • powerful workflow to drive critical business processes
    • work management enabling efficient planning and assignment of skilled personnel & resources
    Web-architected platform built on J2EE with advanced business process management; based on SOA, web services and XML
  • Service Request Manager Service Catalog
    • Customers cannot manage Service Delivery effectively
      • Which “services” are actually being provided?
      • How frequently they are being requested?
      • How satisfactorily they are being fulfilled?
      • Inability to predict future demand for services, so planning for them is weak
    • End users do not know what services they are entitled to and how to obtain them
    • Operations personnel don’t have well defined, best practice, fulfillment processes defined so they fulfill the same requests in different manners
      • For IT services that affect critical hardware and software assets, need to tightly integrate Service Delivery with established IT Management processes
    Customer Pains
  • What is the value add to the customer?
    • Align IT operations and your business with service level management
    • Provide flexibility to your internal customers to shop for published IT service offerings through service catalog
    • Configure the visibility of service offerings based on location and departments
    • Ensure repeatable and consistent service delivery process
    • Automate the service fulfillment process thereby reducing service delivery cost
    • Measure end user satisfaction through built-in surveys and track the trends
    • Assign and track SLA compliance to your service request/requisitions
    • Associate cost to your IT service offerings and manage consumption
  • Service Catalog means different things to different customers Service Index A list of services… … available in an online catalog… … which supports online ordering… … and automated order fulfillment Metrics/Data Process Flow
    • Structured, searchable, database of services available to end users
    • Description, service levels, costs, availability, entitlements
    • Support transaction services and subscription services
    • Add orders to a shopping cart, checkout
    • Order authorization and approval
    • Fulfillment/provisioning of transaction/subscription services
    • Workflow management of manual process steps
    • Drive automation of IT processes – esp. change and release
    Service Catalog Service Level Mgmt. IT Financial Mgmt IT Mgmt Dashboards Governance Demand Mgt
  • Service Request Manager – Service Catalog Roles and Start Centers Service Definition Templates Request Workflows KPIs and Thresholds Queries and Reports Escalations and Notifications Best Practice Content Shopping UIs Service Tooling Extensibility Catalog definition tooling Service & Offering definition tooling Fulfillment Option definition tooling Upgrade tooling Common Service Requests Launch to Incident, Problem, Change and Release CMDB Integration (CI/Asset selection) Process Integration Shopping Cart Favorites / Recommended Search Order Fulfillment Descriptive Action Supply Chain Service Creation & Publishing Service Ordering “Shopping” Service Order Management Service Fulfillment Service Monitoring
  • Service Catalog - Main Roles, Activities, and Tools
    • IT Operations Analyst:
    • Complete order planning
    • Work schedule assignment
    • IT Operations Specialist:
    • Performs work items
    Integrations (CCMDB, PMPs, OMPs) Catalog Orders Application Work Management Applications Service Fulfillment Application Offerings Application Fulfillment Options Application Catalogs Application
    • Service Designer:
    • Define Services
    • Define Offerings and Catalogs
    • Service Delivery Manager:
    • Determines delivery plan
    • Determines providers
    Offering Catalog
    • IT User:
    • Searches for services
    • Submit requests
    • Monitor status
    Start center
    • Service
    • Administration
    Operations User
  • Service Catalog - Main Roles
    • User Role
      • IT User
        • End user that browses service catalog and submits service requests
    • Service Administration and Definitions roles
      • Service Designer
        • new role defined in SRM – based on ITUP Service Level Manager role
        • Manages the definition, inclusion and availability of services in the catalog
      • Service Delivery Manager
        • Co-author of services definition.
        • Builds and manages aggregate delivery plan, including cost and resources
        • Maintains competence , capacity pools and profiles of the delivery teams
    • Operational / Execution roles
      • Operation Analyst
        • Receive, review and analyze service request information from user
        • Executes all operational processes and procedures of Order Planning and Fulfillment Planning
        • Analyzes, prepares, submits and adjusts task planning, workload, work schedule and work items
      • Operation Specialist
        • Perform work items
  • Flexible Offering Definition and Catalog Management
    • Simple maintenance of complex catalogs
      • Specify default/fixed values for service attributes
      • One Service Fulfillment Definition can have multiple Offering Definitions with different service parameter defined.
    Fulfillment and management largely common for all offerings Service Offering 1 Offering 2 … Offering n Service offerings tailored for individual users or groups
  • Service Catalog Order Fulfillment Supports broad spectrum of services fulfillment
    • Simple service fulfillment types
      • Description
        • Textual information that describes a service and how to request it
        • Can contains attachments and links to URL that documents the existence of a customer service
      • Action-based
        • Link into an ISM application or launch in context to an external web-based application
    • More complex service fulfillment types
      • Supply Chain-based
        • Modeled after Maximo purchasing supply chain components
          • Material Requisition->Purchase Requisition->Purchase Orders->Work Orders
        • Highly flexible
          • Possible to configure multiple providers for the same service fulfillment flow
          • Operations personnel can guide the delivery of services
          • Can invoke generate external POs, call external applications, etc.
          • Fast path handling can be configured
        • Supply Chain maintains status and KPIs
  • Service Order Automation ( Supply Chain ) Catalog PRs Catalog Requests PMSCSO Service Order WO Work Order Business Object Layer UI Layer PMSCMR PMSCPR End User Request User entitlement and end-to-end automation 1 1 1 n 1 n Automation via Workflow
  • Service Catalog - Service Fulfillment Definition
    • Service Fulfillment Definition and Capabilities
      • Defines basic attributes of a service fulfillment
      • Configure service fulfillment type
        • Description, Action-based, Supply Chain-based
      • Specify fulfillment attributes and flows
    • Offering Definition
      • Defines what the user will see in the Shopping Environment
        • One Service Fulfillment Definition can have multiple Offering Definitions
        • Can specify default/fixed values for service fulfillment attributes
      • Can override service parameters set at the Service Fulfillment Definition level
  • Powerful Fulfillment Automation
    • Simple to use drag and drop workflow editor
      • Entitlements, Authorizations, Order processing automation
    • Job Plans, Work management and Automation
      • Invoke ISM process managers, trouble tickets, generate external request, call external applications, etc.
    • Role-based workflow and task management for manual processes.
  • Automation in Service Flows
    • Workflows
      • Entitlement and Automations
    • Response Plans ( future )
    • Escalation
    • OMP Integration
    • Fully Automated flows vs. Human tasks driven flow
  • Shopping UI – Customizing the end-user experience
  • Service Item Request Specification
  • ITIL V3 Service Lifecycle and SRM SRM 7.1 SRM futures Service Lifecycle Continual Service Improvements Transition How do I deploy? Deploy the service Design How do I implement? Architecture? Capacity? Operational characteristics? Will my service resources be managed? Strategy Who are customers? What are the services? What value am I providing? Operations Fulfilling Requests Providing help Resolving problems “ Supply Chain” Providers Service Desk PMP/OMP Automation Operations User Approval & Fulfillment Catalog Requests Request 1 Request 2 Service Fulfillment Definitions
    • Service
    • Design
    Shopping Catalog
  • Service Request Manager 7.1 Content
    • Derived from the best practices and subject matter experts
    • Over 150 services identified, 23 of which are planned for delivery in first release
      • Theme for first release is “Getting Started”
      • Service Flows provides a simple end to end flow
    • Infrastructure supports customization and creation of new services
    • Continued delivery of services post-GA via OPAL website
  • Service Catalog content – Phase 1 SRM 7.1 contents may change without notice Operations Identity and Access IMAC Middleware Support DB Subsystem Support     Server Management         Service Line Component Composite Service Examples Fixed Cost Service Requests Data Network Services Enterprise Security Management Distributed Client Services Server Systems Management                 Service Line Office Move Minor Facility Request Build New Standard Server Image Build New Standard Server Image with Middleware Deploy Server to Floor Perform Initial Build Activities Server Lock Down DBMS Install and Configure Add Database to Server Remove Database from Server Middleware Install and Configure Service Definition ID Request Build New Server with Middleware Build New Server Bandwidth Analysis Assessment I&S Network Consulting Minor Site Enhancement Firewall Service Request Lotus Notes ID – Create/Delete Account Lotus Notes ID - Change User Name or Certifier Lotus Notes ID - Change Password
  • What is the value add to the customer?
    • Streamline ITIL-based incident and problem management processes for more rapid service restoration
    • Increase the availability of critical IT services
    • Help optimize productivity of service-desk personnel and increase end-user satisfaction
    • Maximize IT infrastructure stability and availability
    • Establish a common solution for global support
    • Align IT operations and your business with service level management, service provisioning and service catalog
    • Provide flexibility to your internal customers to shop for published IT service offerings through service catalog
    • Assign and track SLA compliance to your service request/requisitions
    • Associate cost to your IT service offerings and manage consumption
  • Licensing Model – SRM 6.2.1 and 7.1
    • Licensed based on number of Concurrent and Registered Users .
      • Registered User: A licensed user to use SRM product. Multiple log-ins under the same or a single user name is prohibited.
      • Concurrent User: A Licensed User who is licensed only to use SRM product with multiple log-ins being permitted under the same or a single user name, but provided that the total number of Concurrent Users logged into or using the Program at the same time shall not exceed the total number of Concurrent Users licensed.
      • Self-service Requestor: Someone who only accesses SRM product to enter a service request and view the status of his or her service requests. This license is limited to Self-Service Requestors ONLY. It does not license a user to post actual to work orders, to access the Actuate Report Writer, to run or view a report, etc. It is limited only to service request data input and read access of service request status. Unlimited Self-Service users is provided at no charge.
  • Analysts comments
    • Excerpts from “ IBM Surges Ahead in the Service Desk Market with Maximo ” – an Impact Brief dated August 2007 from Enterprise Management Associates
      • “… with Maximo’s well-established service desk offering and broad-based asset management solution, IBM is making waves that may make navigation tougher for some of the other service desk providers..”
      • “ The biggest news here is that IBM Tivoli is clearly taking on both the service desk and asset management markets in a big way .”
      • “ The service desk and asset management solutions from IBM can deliver a powerful punch, especially when paired with IBM Global Technology Services and integrated with IBM’s service-oriented architecture, auto-discovery capabilities, and service management best practices. IBM has pushed forward with this integration and now offers its customers a comprehensive solution for managing services and assets across the enterprise on a global scale.”
    • Based on TSRM 6.2.1 capabilities & our strategy and vision TSRM product.
    • Forrester quote:
    • “… ..the enhanced and rebranded Tivoli Service Request Manager is on its way to becoming a formidable competitor at high end.”
    Forrester Wave@ Large Enterprise Service Desk Management Tools, Q1 2008
  • Forrester Wave@ Small Enterprise Service Desk Management Tools, Q1 2008
    • Based on TSRM 6.2.1 capabilities & our strategy and vision TSRM product.
  • Why IBM Service management solution is unique? Configuration information is stored in meta data to readily upgrade from one version to the next. The platform combines asset management and service management in one environment. Built-in configuration tools allow for easy, on the fly changes to UI, workflows, processes, reports. All critical assets that drive the business – IT and non-IT – are managed through the same interface. Web-architected platform built on J2EE with advanced business process management; based on SOA, web services and XML. Supports ITIL processes out of the box: Incident, Problem, Change, Release and Configuration. IBM offers full breadth of end-to-end asset and service management solutions that operate on a common web services infrastructure. Upgradeability Unified Platform Ease of Configuration IT and Enterprise Assets Leading, standards-based technology Built ground up on the ITIL framework Breadth of Service Management offering
  • Thank you! Questions?
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