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  • 1. CA Service Desk Solution
  • 2. AgendaAgenda - Introduction - ITIL for Greener Business Environment - Our Vision in IT Service Management - CA & ITIL - ITIL Green Message - Solution Description - Unicenter Service Desk - Unicenter Service Desk Dashboard - Product Features
  • 3. INTRODUCTION
  • 4. Emirates Computers & CAEmirates Computers & CA • EC is Certified ESP Partner and Authorized Distributor of CA products since of 2005 • Our Vision in IT Service Management is to unify & simplify the management of IT. • We have successfully implemented a lot of projects with CA
  • 5. Computer Associates “CA”Computer Associates “CA” One of the world's largest IT management software companies, CA unifies and simplifies the management of enterprise-wide IT Infrastructure for greater business results. CA helps customers manage risk, improve service, manage costs and align their IT investments with their business needs
  • 6. CA – Industry LeaderCA – Industry Leader • Teamwork with Focus • 15,000 Employees Worldwide • 170 Offices Worldwide • Customer First • 99% of Fortune 500 Companies • Telco, Financial, Government Sectors • Quality and Innovation • First to Achieve: ISO 9002 Certification • Project Management Processes (PMI Member) • 300 Patents, 195 product releases in the past two months • Shareholder Value • Revenue: $3.5 billion in 2005 • 4th Largest Software Company • R&D investments represent 22% or almost $700M of revenue
  • 7. Top IT Organizational NeedsTop IT Organizational Needs • Reduce costs while improving services • Increase responsiveness to the business • Drive problem resolutions down to the lowest cost point • Optimize efficiencies • Manage resources better • Improve current processes with industry leading “best practices” …Expectation of IT to do more with less
  • 8. The objectives of our IT Service ManagementThe objectives of our IT Service Management SolutionsSolutions 1. Align IT services to needs of the business 2. Improve the quality of IT service delivery 3. Reduce the long-term cost of services People ToolsProcess
  • 9. ITIL for Greener Business EnvironmentITIL for Greener Business Environment 1. Resource Optimization 2. Assets Management 3. Reduce the long-term cost of services 4. Visibility to IT Environment 5. Change Management, avoid negative impact of change on your IT Assets 6. TBA…
  • 10. CA & ITILCA & ITIL • The Information Technology Infrastructure Library (ITIL) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services • Set of books describe industry best practice in IT Service Management • Learn from others, don’t reinvent the wheel • ITIL helps you maintain stability and quality in your IT Services, better align IT with business
  • 11. ITIL Process ModelITIL Process Model           Business, Customers & UsersBusiness, Customers & Users  Service Support Service Delivery Incident Management Problem Management Change Management Release Management Configuration Management Service Desk Availability Management Capacity Management Financial Management Service Continuity Service Level Management
  • 12. CA & ITILCA & ITIL Service Support Service Delivery Incident Management Incident Management Problem Management Problem Management Change Management Change Management Release Management Release Management Configuration Management Configuration Management Service Desk Service Desk Availability Management Availability Management Capacity Management Capacity Management Financial Management Financial Management Service Continuity Service Continuity Business, Customers & UsersBusiness, Customers & Users Service Level Management Service Level Management
  • 13. ITIL V3ITIL V3
  • 14. CA Service Lifecycle ManagementCA Service Lifecycle Management CA Service Management Products • Unicenter® Service Catalog • Unicenter® Service Desk • Clarity™ • Unicenter® Service Assure • Unicenter® Service Metric Analysis • Unicenter® Service Accounting • Unicenter NeuMICS® Resource Accounting • Unicenter CA-JARS® Resource Accounting • Unicenter® Service Desk • AllFusion® Endevor® Change Manager • CA Harvest Change Manager • Unicenter® Service Desk • Unicenter® Service Desk Dashboard • Unicenter® Service Desk Knowledge Tools • CA SupportBridge™ Live Automation • CA SupportBridge™ Self Service Automation • CA SupportBridge™ Self Healing Automation Infrastructure Service Level Mgmt Service Costing Demand Mgmt Change Mgmt Incident / Problem Mgmt
  • 15. Our understanding of a SupportOur understanding of a Support EnvironmentEnvironment Service Desk Calls Knowledge Database Centralized Knowledge Base • Knowledge-driven support • Consistent, correct answers to common problems • Online self-help Desktop Management Support Automation Change Management Management Metrics Incident Management Problem Management Root Cause Desktop & Server Mgmt. • Asset discovery and inventory • Remote control • Software & patch deployment • Protect against vulnerabilities • Automate system migrations Incident & Problem Mgmt. • Detect & record • Classify, diagnose & resolve • Monitor, track & communicate • Analyze, develop & implement fixes • Close incident, problems, known errors & report Change Management • Plan, prioritize, and categorize • Analyze impact • Manage authorizations • Manage implementation Management Metrics • Near real-time performance indicators • Defined KPI’s • Drill down view of data • View business and operational information
  • 16. CA SERVICE DESK SOLUTION
  • 17. Solution OverviewSolution Overview Unicenter Service Desk will be implemented for centralized logging and tracking of call. Unicenter Service Desk Dashboard for online reporting and performance measures The following process will be implemented: incident, problem and change management in line with the requirement mentioned in RFP. Following is the schematic layout of the solution
  • 18. Solution OverviewSolution Overview
  • 19. CA Unicenter Service DeskCA Unicenter Service Desk Service Desk Manager’s Decision Support Dashboard It is a product that offers you service request, incident, problem and change management that maximizes analyst productivity and enhances responsiveness. Automating Service Management Processes.
  • 20. CA Incident & Problem ManagementCA Incident & Problem Management The ChallengeThe Challenge Business Employees IT Operations Networks & Servers Databases Applications Level 0 Support (Self Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support • Supervisor • Technicians Development Tech Support • Supervisor • Technicians • Manager • Developers Multiple disparate help desks > Recently acquired electronics subsidiary > Departmental help desks
  • 21. CA Incident & Problem ManagementCA Incident & Problem Management The ChallengeThe Challenge Business Employees IT Operations Networks & Servers Databases Applications Level 0 Support (Self Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support • Supervisor • Technicians Development Tech Support • Supervisor • Technicians • Manager • Developers Incidents reported by phone only Employees circumvent the help desk out of desperation for a resolution >Long call wait times >Low 1st call resolution >Limited visibility to incident request status >Slow Response from help desk
  • 22. CA Incident & Problem ManagementCA Incident & Problem Management The ChallengeThe Challenge Business Employees IT Operations Networks & Servers Databases Applications Level 0 Support (Self-Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support • Supervisor • Technicians Development Tech Support • Supervisor • Technicians • Manager • Developers No standard processes > Manual process > No escalation procedures > No coordination between help desks or across IT Most IT failures never reported to the help desk Frustrated employees >Long call wait times >Unable to resolve Incidents
  • 23. CA Incident & Problem ManagementCA Incident & Problem Management The Solution – CA Unicenter Service DeskThe Solution – CA Unicenter Service Desk Business Employees IT Operations Networks & Servers Databases Service Desk Level 1 Support Level 2 Support Level 3 Support Operations Manager Tech Support EngineeringAnalysts Manager Supervisor Technicians Manager Developers CA CMDB Change Advisory Board Change Manager Service Desk Level 0 Support (Self-Service)
  • 24. Change & Configuration Management Challenge Data spread, manyChange & Configuration Management Challenge Data spread, many versions of the truthversions of the truthConsumersProducersRepository Customer Web site Resources WhiteboardsSpreadsheets & DatabasesDisks and File Folders Configuration Mgr •Manage CI relationship information •Enterprise-wide control •Drive IT business value Change Manager •Informed change decisions •Manage volume •Manage complexities Service Level Mgr •Ensure satisfactory service levels •Help drive IT value Service Desk •Fast incident resolution •Root cause forensics •Change priority recommendations Resources Storage Cluster Security Policies CRM CoBIT Controls Payroll Employee Expenses Security Policies Legal ERP System Security Policies Marketing Engineering Executive Planning Mail Servers Asset
  • 25. CA Solution – CA CMDB Single Source of TruthCA Solution – CA CMDB Single Source of TruthConsumers Service Desk Analyst Configuration Mgr Change Mgr Compliance Mgr Other IT Mgrs CA Common Asset Viewer CA CMDB Visualizer CA CMDB Manager CA CMDBCA CMDB Single Source of TruthSingle Source of Truth Reconciliation Federation Automated Relationship Mapping • Unicenter Asset Management • Unicenter Portfolio Asset Management • Unicenter Network & Sys. Management • Unicenter Service Desk CA MDB 3rd Party Discovery: MS SMS & Other Sources 3rd Party Repositories: MS Excel & Others Infrastructure and Applications RepositoryProducers
  • 26. GraphicalGraphical VisualisationVisualisation
  • 27. CA Brings It All TogetherCA Brings It All Together • As per ITIL, CA helps unify the people, process and technology in the common pursuit of IT service excellence. • By standardizing and automating the full range of IT service management processes, CA enables ITIL based service support processes to be completely optimized, allowing the lowest cost delivery of consistently superior service. • CA brings to the market the most comprehensive and integrated ITIL process automation. To deliver this value quickly and assuredly, CA provides a rich set of ITIL education and implementation best practices, both directly and through world renowned ITIL partners. Process TechnologyPeople
  • 28. UNICENTER SERVICE DESK FEATURES
  • 29. Totally Web basedTotally Web based – Totally Web based including Administration
  • 30. Keeps End Users Up and ProductiveKeeps End Users Up and Productive • User friendly screens • Variety of ways to log an incident – Web based service desk – By email – Fax server – Telephone • Centralized Logging and Tracking of Calls Service Desk End-User View for self-service
  • 31. Keeps End Users Up and ProductiveKeeps End Users Up and Productive • Reduce costs through self-service – Self-help with knowledge search capabilities – Announcements – Reduce number of calls – save analysts time and and let them focus on the critical incidents – Automate problem resolution Service Desk End-User View for self-service
  • 32. CA Service deskCA Service desk • Complete out-of-the-box functionality – ITIL best practice processes • Incident Management • Problem Management • Change Management – Fully integrated CMDB – Fully integrated Knowledge Management – Auto-assignment of analysts – Notifications and escalations ensure SLA commitments Service Desk Analyst View of Assigned Incident and Problem
  • 33. Unicenter Service Desk r11Unicenter Service Desk r11 • LDAP/Active Directory integration – Imports groups/security permissions from LDAP • Personalized Responses – Analysts can create scripted responses to use for common activities to reduce manual typing of repetitive messages
  • 34. Integrates With Other CA SolutionsIntegrates With Other CA Solutions
  • 35. Extends the Reach ThroughExtends the Reach Through CA Integration PlatformCA Integration Platform Common Asset Viewer CMDB Unicenter Service Desk Unicenter Asset Portfolio Management Unicenter Asset Management Unicenter Software Delivery Unicenter Remote Control
  • 36. SLA ManagementSLA Management • SLAs from all attributes (end user, asset, priority, organization, category) are aggregated on a ticket to provide a single, sequential, list of action to enforce all SLA policies. • Aimed for customers who are outsourcers or employ complex SLA processes • SLA Based on – Request/Incident Area – Priority – Configuration Item/Asset – Organization – Contact Record
  • 37. New SLA Model - RuntimeNew SLA Model - Runtime TicketTicket Service Type (attached_sla) Service Type (attached_sla) SLA eventSLA event SLA eventSLA event SLA eventSLA event Service Type (attached_sla) Service Type (attached_sla) Service Type (attached_sla) Service Type (attached_sla) SLA eventSLA eventSLA eventSLA event SLA eventSLA event
  • 38. Service Entitlement AdvantagesService Entitlement Advantages • Assign different SLAs to asset, priority and category for each customer base (organization) • Multiple SLA tracking (e.g. hardware group can fail to fix printer (Asset) in time, but it won’t violate call center’s own SLA (priority)) • Time to Violation projections • Supports both Internal SLAs and external SLAs with vendors. Ex support contract with h/w vendor, time to violation projections and alarms
  • 39. Unicenter Service Desk r11Unicenter Service Desk r11 Workflow DesignerWorkflow Designer
  • 40. CA WorkflowCA Workflow • CA Workflow is the new common workflow engine for CA Products • Integrates with Change Orders out of the box • Ability to still use Service Desk 6.0 workflow for backward compatibility • Non-linear workflow with decision based branching and the ability to perform parallel processing • Graphical design utility with drag and drop functionality  Easily customizable form editor for displaying task and approval forms via the web
  • 41. CA SERVICE DESK REPORTING SOLUTIONS
  • 42. Unicenter Service Desk DashboardUnicenter Service Desk Dashboard Service Desk Manager’s Decision Support Dashboard The Unicenter Service Desk Dashboard provides managers a real-time view of the Incident and Problem Management processes
  • 43. Unicenter Service Desk DashboardUnicenter Service Desk Dashboard KPI Views, setting thresholds-alarms, send email. Tailor made reports, drill down to service desk level Service Desk Manager’s Decision Support Dashboard
  • 44. Targeted Reporting SolutionsTargeted Reporting Solutions Report Requirements – Field Technician – Team Lead – Service Desk Manager – Service (SLA) Manager – Problem Manager – IT Manager / Director – Customer Reports Report Solutions – Menu Reports – Scoreboard & Graphics – ITIL Reports: • MS Access (75+) • Crystal – Unicenter Dashboard
  • 45. Targeted Reporting SolutionsTargeted Reporting Solutions Real- Time Offlin e Summary Detailed SLA Manager SLA Manager Service Desk Report Service Desk Report ScoreboardScoreboard DashboardDashboard MS Access / Crystal MS Access / Crystal DashboardDashboard
  • 46. Service Management - Incident LifecycleService Management - Incident Lifecycle User Self Service User Self Service Incident Automatically Routed Incident Automatically Routed Known Problem Found Known Problem Found CMDB Indicates Cause CMDB Indicates Cause Remote Control Confirms Remote Control Confirms RFC Created RFC Created Fix Released Fix Released DNA Restored DNA Restored RFC Closed RFC Closed KP-DB Updated KP-DB UpdatedProblem Closed Problem ClosedEnd User Notified End User Notified Incident Resolved Incident Resolved Benefit - Integration
  • 47. REFERENCES
  • 48. Emirates Computers – Selected Service DeskEmirates Computers – Selected Service Desk ReferencesReferences
  • 49. THANK YOU