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Service Management: A Time for Change

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  • 1. Service Management: A Time for Change Brian Bell SVP, General Manager CA Service Management
  • 2. Service Management: A Time for Change Kris Brittain Research Vice President Gartner, Inc.
  • 3. IT Is Moving Toward More Holistic Approach To Service Management Incident handling Finger-pointing Change risk guess Technical focus Root cause analysis Impact analysis Service focus Labor-intensive Prevent incidents Self-service Change Management Problem Management CMDB Knowledge Tools Support Automation Service Catalog
  • 4. Yet IT Still Sees Piecemeal Multi-Product Approach From Vendors
    • Complex licensing, nickeled and dimed to assemble enterprise-class solution
    • Excessive field integration and customization raises cost, prevents migration
    • Long training ramp-up produces skills that walk out the door
    Tools and Processes Tools and Processes Tools and Processes Tools and Processes Tools and Processes Tools and Processes Tools and Processes Change Management Problem Management CMDB Knowledge Tools Support Automation Service Catalog
  • 5. Former Products CA Unicenter Service Desk CA Unicenter Knowledge Tools CA Unicenter Support Bridge CA Service Desk Dashboard CA CMDB CA Cohesion CA Unicenter Asset Portfolio Mgmt CA Unicenter Asset Management CA Unicenter Asset Intelligence CA Unicenter Desktop Migration CA Unicenter Software Delivery CA Unicenter Remote Control CA Unicenter Desktop DNA CA Service Catalog CA Service Accounting CA Service Assure CA Software Change Manager CA IT Asset Management (discovery) CA Mobile Device Management New Unified Products Simplify Solution Delivery CA IT Asset Manager CA Service Desk Manager CA IT Client Manager
  • 6. New Unified Products Simplify Solution Delivery CA Service Desk Manager CA IT Asset Manager CA IT Client Manager TIME-TO-VALUE TOOLS: ■ Playbooks ■ Green Books ■ Productivity Accelerators
  • 7. Enhance and Accelerate Value: Deployment Playbooks for Services, Partners Fixed-price, rapid implementation options DEPLOYMENT PLAYBOOKS: Repeatable Methodology NEED TIME-TO-VALUE TOOL Service Management Solution Requirements Specification Rapid Implementation Service Offerings with fixed-price and 60-90 day time-to-value
  • 8. Enhance and Accelerate Value: CA Green Books for Customers Understand how and why for integration, configuration CA GREEN BOOKS: Detailed Implementation Guides NEED TIME-TO-VALUE TOOL
  • 9. Enhance and Accelerate Value: CA Productivity Accelerators for Users Institutionalize process and tool skills CA PRODUCTIVITY ACCELERATORS: Contextual Self-Training NEED TIME-TO-VALUE TOOL
  • 10. New: CA Service Desk Manager r12
    • Unification
    • Change calendar
    • Analytics
    • Roles-based
    • Multi-tenancy
    Accelerate value and lower total cost of ownership
  • 11. New CMDB Capabilities in Service Desk Manager r12
    • Visualizer
    • Potential change impact
    • Root cause analysis
    • CI Versioning
    • CMDBf standard
    Empower change and problem management
  • 12. EITM Business Service Integrations Deliver Cross-IT Automation Application Performance Management Data Center Automation IT Governance Service Management Infrastructure Management Security Management New CA offering: Manage Infrastructure as an IT Service New CA offering: Identity and Access Mgmt as an Automated Service
  • 13. Summary: What’s New?
    • New approach to simplify holistic service management
      • Unified products
      • Rapid Implementation Service Offerings backed by CA Deployment Playbooks
      • CA Green Books
      • CA Productivity Accelerators
    • New CA Service Desk Manager r12
      • Includes new CA CMDB r12
    • New EITM Business Service Integrations
      • Identity and Access Mgmt as an Automated Service
      • Manage Infrastructure as an IT Service
  • 14. Service Management: A Time for Change Harry K. Butler III IT Project Manager Elbit Systems of America
  • 15. Incident, Problem, Change Management
    • Incident
      • Leveraging Self Service Capabilities
      • Integration with Event Monitoring solutions for auto-incident creation
      • Beginning to leverage Knowledge creation and management
    • Problem
      • Leveraging integration with Incident, Change and CA CMDB for analysis of problems
      • Determining Root Cause Analysis based upon historical analysis and leveraging the CA CMDB for information on affected CIs
    November 16-20, 2008 Copyright © 2008 CA. All rights reserved. November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
  • 16. Incident, Problem, Change Management
    • Change
      • Managing Infrastructure Changes via the CAB
      • Incorporating Standard, Minor, Major and Emergency change processes with all of IT
      • Leveraging the CA CMDB to understand Potential Risk associated with the change BEFORE the change!!!!
      • Leveraging Change Management to update the CA CMDB once authorized
    November 16-20, 2008 Copyright © 2008 CA. All rights reserved. November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
  • 17. Service Management: A Time for Change Richard Carlson Vice President of Technology PSR Associates
  • 18. About Elbit Systems of America
    • Elbit Systems of America is a leading provider of high performance products and system solutions focusing on the defense, homeland security, commercial aviation and medical instrumentation markets.
    • Locations throughout the United States
    • Elbit Systems of America, LLC is wholly owned by Elbit Systems Ltd. (NASDAQ: ESLT)
    • 10 years with CA Products
    November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
  • 19. About PSR Associates
    • Founded in Atlanta, Georgia in 2003, PSR Associates is a project-based, information consulting and staff augmentation services organization, focusing on the media and entertainment, telecommunications/ wireless, financial, and consumer products markets
    • Locations: Atlanta, Tampa, DC, and Birmingham
    • Customers in all Industries with a emphasis on Broadcasting and Media
    • Geography includes United States and Canada
    November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
  • 20. PSR Associates CA Solutions
    • CA Service Management Products
      • CA Service Desk Manager
        • CA Service Desk
        • CA Knowledge Tools
        • CA SupportBridge™
        • CA CMDB
      • CA IT Client Manager
        • CA Asset Management
        • CA Software Delivery
        • CA Remote Control
        • CA Asset Intelligence
        • CA Patch Management
      • Service Delivery & Catalog
        • CA Service Metric Analysis
        • CA Service Catalog
    November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
    • CA Infrastructure Management Products
      • Networks Systems Management
      • CA SPECTRUM
      • CA eHealth
      • CA Wily
      • CA Workload
    • CA Governance Products
      • CA Clarity Project and Portfolio Manager
    • CA Security Management Products
      • CA Threat Management
      • CA Anti-Virus
      • CA Anti-Spyware for the Enterprise
  • 21. PSR Associates CA Solutions Success Stories
    • Service Desk Implementation to R.11
      • PSR replaced a internal developed home grown Incident and Change Management systems with Service Desk.
        • Customer produced defined reports on requests verses incidents to better understand business critical problems.
        • Requests versus incidents data was used to set more defined service levels for specific priorities and problem types.
        • Understanding of configuration item dependencies and how they map to Business Processes/Critical Business Applications.
        • Automated Ticket Generation (Proactive Incident Management)
    November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
    • CA SPECTRUM Upgrade & CA eHealth Implementation
      • Demo & LAB Environment
        • PSR took advantage of it’s IT Infrastructure and duplicated the customers environment. PSR exported customers Spectrum data to its environment and completed the upgrade process. PSR then imported the upgraded Spectrum data into the customers production staging environment without interaction with the customers original production environment.
  • 22. CA’s Approach To Service Management
    • CA Service Management Partner Relationship
      • Business Unit Participation and Support
      • Playbooks (Case Studies/Best Practices/Tips & Tricks)
      • Single Solution (Based around ITIL Best Practices)
    • Customer Benefits
      • Increased Productivity
      • Integrated Solution
      • Time To Value
      • Cost Savings
    November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
  • 23. Q&A