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Embracing the Convergence of IT Service & Asset Management
 

Embracing the Convergence of IT Service & Asset Management

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This presentation explores the pressure IT Service organizations are under to manage physical and virtual IT assets in the context of IT and business services which rely on those assets. Furthermore, ...

This presentation explores the pressure IT Service organizations are under to manage physical and virtual IT assets in the context of IT and business services which rely on those assets. Furthermore, this presentation explores how organizations can improve first call resolution, decrease escalations and improve user satisfaction and business productivity by adopting an integrated and automated approach to IT Service and Asset Management.

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  • This concludes our webinar.  If you did not get your questions answered, they will be forwarded to an account executive who will be in touch with you to answer it and any other questions you may have.> The event was recorded and all registrants will receive a link to watch the recording.  And, as a thank you for joining us today, you will also be receiving a complimentary copy of BMC Software's white paper: The Convergence of IT Operations - A Case for IT Service and Asset Process Integration and Automation. Please visit us at www.bmc.com to learn more about our convergence story and to find a solution that best fits your needs. Thank you again for joining us.  And, have a great day. 

Embracing the Convergence of IT Service & Asset Management Embracing the Convergence of IT Service & Asset Management Presentation Transcript

  • Embracing the Convergence of ITService & Asset ManagementBMC FootPrints 11.5Erin Avery
  • Agenda Today’s Reality Data Integration & Process Automation What this means for IT & the Business Practical Application The “How” Q&A© Copyright 10/17/2012 BMC Software, Inc 2
  • First, My Reality Check
  • A True Story Request via Ticket Email with IT: Do you have a license? IT gets SOW from vendor & emails User request PO from procurement User send PO to IT Wait… wait…. Wait… Procurement emails about invoice status Vendor, IT, Procurement & User Email Chain IT schedules time to do remote install Offline 30 min for install© Copyright 10/17/2012 BMC Software, Inc 4
  • The Bottom Line 21 days from request to deployment 17 weeks to get License/ PO resolved with vendor 9 steps (all manual) in the process Countless emails and phone calls 3 departments, 7 people, 1 vendor© Copyright 10/17/2012 BMC Software, Inc 5
  • Data Integration + Process Automation
  • Software/ Application Request Software Deployed Approval Requested No Burden on IT Staff Compliance Route for Reporting Approval & Alerting Seamless Customer Experience Software Licensing Management Ticket Generated Flexible Architecture Requires No Programming© Copyright 10/17/2012 BMC Software, Inc 7
  • Another Option < 24 hours 1 department, 2 people Compliant with Vendor Licensing Happy, Productive User© Copyright 10/17/2012 BMC Software, Inc 8
  • The Odd Couple? IT Service & Asset Management Improve First Call Resolution Facilitate Multi-Department Collaboration Reduce Tier 2/3 Escalations Happy Users A Beautiful Marriage.© Copyright 10/17/2012 BMC Software, Inc 9
  • Other Processes for Consideration
  • Incident - Hard Drive Thrashing Ticket Generated Asset Information Extract User Personality User Reports Incident IT Views Asset Information Extract User Personality View Running Processes Check Processes Virus Infection / Scan Flexible Architecture Requires No Programming Initiate Virus Scan© Copyright 10/17/2012 BMC Software, Inc 11
  • User Access & Software Requests Service Catalog Ticket Generated Asset Information User Requests Access Ticket Generated IT views Asset Information Resource Access Mapped Resource Mapping Provided Flexible Architecture Requires No Programming© Copyright 10/17/2012 BMC Software, Inc 12
  • BMC FootPrints Overview Integrated IT Service & Asset Management Platform Certified for 10 ITIL Processes Drag-and-drop Configuration Service Catalog Business Intelligence Software License Management Cradle to Grave Automated Asset Management© Copyright 10/17/2012 BMC Software, Inc 13
  • Learn more at www.bmc.com© Copyright 10/17/2012 BMC Software, Inc 14