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.

1. Embracing the Convergence of IT
Service & Asset Management
BMC FootPrints 11.5
Erin Avery

2. Agenda
Today’s Reality
Data Integration & Process
Automation
What this means for IT & the
Business
Practical Application
The “How”
Q&A
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3. First, My Reality Check

4. 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
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5. 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
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6. Data Integration + Process Automation

7. 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
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8. Another Option
< 24 hours
1 department, 2 people
Compliant with Vendor Licensing
Happy, Productive User
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9. 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.
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10. Other Processes for Consideration

11. 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
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12. 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
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13. 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
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14. Learn more at www.bmc.com
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