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Hybrid ITSM FrontRange & Gartner Webcast


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Learn about critical IT Service Management challenges and engage with featured Gartner Analyst, Jarod Greene, and FrontRange Director of Product Marketing, Craig Ledo. Walk away with actionable advice …

Learn about critical IT Service Management challenges and engage with featured Gartner Analyst, Jarod Greene, and FrontRange Director of Product Marketing, Craig Ledo. Walk away with actionable advice that will enable you to maximize efficiencies with reduced cost and complexity.

This webinar takes an in-depth look at the evolution of IT Service Management (ITSM), current trends and where the technology is going. Hear how flexible deployment options (on-premise, cloud or hybrid - combining on-premise and cloud) and the need for a single solution that meets your needs at every level of ITSM maturity is critical to helping your organization maximize operational efficiencies, reduce IT Costs and improve service quality and compliance.

Watch the full webinar:

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  • Slide Goal: To convey we are a safe choice based on our 15,000+ customers.Content: Some of the world’s largest companies us FrontRange for their service management and client management needs. For example, some of these strategic customers are: Avis, Bayer, Dell, Kaiser Permanente, OfficeMax, Petco, Pizza Hut, Siemens, Staples and VMware to name a few.Slide Transition: Let’s look at some of the key drivers for the ITSM market.
  • Slide Goal: Provide background on the FrontRange HEAT Service Management Platform. Content:FrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for organizations of all sizes.With our suite of HEAT applications, FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud.We have the broadest, most complete and proven IT solutions for mid-sized and enterprise businesses.We deliver best in class applications and integrated solutions on an advanced, open and scalable architecture.Our market leading R&D investment drives innovation and protects customer investments.We deliver advanced Voice capabilities for increased automation and improved employee and customer communications.FrontRange solutions are fast to deploy with product capabilities and combinations that fit your needs.We offer customers unmatched product choices with flexible deployment options (On-Premise, Cloud & Hybrid).In addition to IT (Service Management & Client Management), the FrontRange HEAT solution also addresses other areas by using our Service Management Platform.We have customers deploying our Platform as a Service (PaaS)across other functional areas including Customer Service, HR, Facilities, Operations and others.Down the road every organization will have an enterprise-wide Service Management Platform, not just an IT Service Management solution.Slide Transition: So, how does the FrontRange HEAT solution address the ITSM challenges?
  • Slide Goal: Provide background on all the FrontRangeHEAT Service Management & Client Management capabilities. Content:HEAT Service Management provides all the key capabilities you would expect.HEAT Client Management provides all the key capabilities you would expect.Slide Transition: So, how does the FrontRange HEAT solution integrate all the ITSM processes?
  • Slide Goal: Provide background on the FrontRange HEAT ITSM Process Lifecycle. Content:We have a best practice process lifecycle that integrates service management and client management capabilities, including voice and workflow automation.With HEAT Hybrid IT Service Management solutions you can easily request a service or change, automatically approve and authorize the request, plan for appropriate remediation measures, automatically deploy the changes to the end users, monitor compliance and service level agreements and control your services portfolio on an ongoing basis to ensure enhanced service quality and customer satisfaction.Here is a basic break-fix story for the HEAT ITSM Process Lifecycle: RequestEnd user reports issue / service requestOpen incidentApproveIdentify asset (discovery information)Get compliance information (latest changes, etc.)Execute approval based on pre-configured change / pre-approved reinstallation processPlanInitiate deployment using pre-packaged software (policy-based on job role, etc.)Schedule provisioning task within pre-negotiated maintenance window Plan for execution (release management: testing, piloting, release to production)DeployAutomate provisioning execution based on configuration base line and software policy Automatically install software to end user machineMonitorMonitor and track provisioning statusCompliance check (and automatic enforcement)Update CMDB records with new system baselineNotification to end user (email, voice)Close service requestControlOngoing management and administrationSlide Transition: So, how does FrontRange address each stage of the ITSM Maturity Model?
  • Slide Goal: Introduce the business value FrontRange ITSM solutions can provide.Content:FrontRange HEAT solutions can help Maximize Operational Efficiencies, Reduce IT Costs, and Improve Service Quality and Compliance. Specifically, Maximizes Operational EfficienciesReduced service desk call volume by up to 80%Reduced time spent on application deployment by up to 95%Reduces IT CostsReduced downtime due to unplanned or unapproved changes by up to 75%Reduced total cost of ownership (TCO) costs by up to 70% Improves Service Quality and Compliance Reduced number of status calls received by up to 80%Reduced troubleshooting efforts by up to 85%Slide Transition: We can show you how the FrontRange HEAT solutions can help you achieve the same value. Let’s look at some real customer examples.
  • Transcript

    • 1. Hybrid ITSM—Because having only oneoption isn’t an option Jarod Greene, Sr. Research Analyst, Gartner Craig Ledo, Sr. Director Product Marketing, FrontRange Solutions ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 1
    • 2. Hybrid IT Service Management – Because Having Only One Option Isn’t An Option Jarod GreeneThis presentation, including any supporting materials, is owned by Gartner, Inc. and/or its affiliates and is for the sole use of the intended Gartner audience or otherauthorized recipients. This presentation may contain information that is confidential, proprietary or otherwise legally protected, and it may not be further copied,distributed or publicly displayed without the express written permission of Gartner, Inc. or its affiliates.© 2012 Gartner, Inc. and/or its affiliates. All rights reserved.
    • 3. The Need for New Tools • IT infrastructure and operations management organizations typically replace tools every 5 years. • In the last 5 years, the total software revenue for IT operations management tools was $70 billion. • In the next 5 years, IT organizations will spend a forecast estimate of $100 billion.
    • 4. Evaluate Minisuites of Tools IT Operations Management Tools Network Fault Monitoring, Network Performance Mgmt., ECA, Availability & Performance Virtualization and Cloud Management BLE, APM, Service-Level Reporting, Capacity Planning, BSM SDM, CMDB, Server Provisioning, Network Configuration, Configuration & Provisioning Configuration Auditing Workstation Virtualization, HVD, Mobile Device Mgmt., End-User Mgmt. PC App. Streaming, PCCLM, Application Virtualization ITPA Tools, Jobs Scheduling, App. Release Automation, IT Process Automation (ITPA) Workload Automation Broker IT Service Desk, Release Governance, Service Request, ITAM, IT Service Support Mgmt. Self-Service Portal, Change Management IT Service Portfolio, IT Service Catalog, IT Financial Mgmt., Service Portfolio Mgmt. Service Billing, Service Request Management Backup/Restore, SAN Fabric, Storage Array, Storage Perform. Storage Mgmt. and Provisioning, Business Continuity, Data Archiving
    • 5. IT Service Management Challenges Mobility Social Networking Information Cloud Computing •BYOD •Mass Collaboration •Big Data •Flexibility in Sourcing •Always On •Feedback Mechanism •Advanced Analytics •Expanded Business•24/7 Support Required? •Collective Intelligence •Context Aware Functionality •Expertise IdentificationIT service support has to modernize to account for changes in complexity of IT services and in business expectations. 5
    • 6. IT Service Support Management Tools Introducing IT Service Support Management Tools!• More focused on IT service support – Tier 1 and Tier 2.• Tighter integration of functions that correlate with the activities of the broader IT support organization.• Leverage a business view of the IT services.• Improves root cause isolation, issue resolution, and escalation accuracy.• Enhanced emphasis on mobility, social collaboration, and information analytics. 6
    • 7. IT Service Desk Tool Evolution IT Service Support Management Tools •Industry Best Practices in Place IT Service Desk •Day to Day Processes Mature •Looking at Industry Best Practices •Service SLA’s Basic Ticketing •Formal Processes •Process Automation •Reactive Culture •Tiered Support •Systems Management Tool •Ad-Hoc Processes Integration •Consolidation/ •Low Customer Sat. Standardization •Trusted Service Provider 7
    • 8. IT Service Desk Tool Evolution IT Service Support Management Tools •Incident, Problem, Change, Release IT Service Desk •IT Asset Management •Incident, Problem, •Service View CMDB Basic Ticketing Change Management •Service Catalog •Issue Management •IT Self Service •IT/Business Value Analytics •Asset Repository •SLA Management •Mobility •Reporting •Service Request Management •Social Collaboration •Knowledge DB 8
    • 9. Market Segmentation: I&O MaturityWith nearly 500 complete self-assessments (and 500 on at least one dimension), average I&O maturity is 2.25 on a scale of 5 60 Level 3 (proactive) is the 50 minimum acceptable goal; otherwise, costs are too 40 high and quality and agility 30 are too low. 20 10 0 0-Survival 1-Awareness 2-Committed 3-Proactive 4-Service-Aligned 5-Business Partner People Process Technology Business Mgmt. Overall I&O Maturity 9
    • 10. Time and Effort Greater at 2, 3, and 4 Critical Success Factors: • Senior management commitment 5 • Persistence and patience Business • Culture of continuous improvement 4 Partnership Resources and Effort • Staffing perform while transforming Service- Aligned • Funding • New metrics 3 Proactive 2 1 Committed 0 AwarenessSurvival 10 Time
    • 11. ITSSM Tool Value Depends on Maturity 1 2 3 4 5 Service- Business Awareness Committed Proactive Aligned Partnership SaaS License Cost Remains Steady Unused Tool Unused Tool Unused Tool Unused Tool Service Service Portfolio Portfolio Service Service Catalog Catalog Release Release Release ITOM Breadth Asset Asset Asset Configuration Configuration Configuration Configuration Management Management Management Management Change Change Change Change SLA SLA SLA SLA Management Management Management Management Problem Problem Problem Problem Problem Service Service Service Service Service Request Request Request Request Request Incident Incident Incident Incident Incident Time to Maturity
    • 12. Calculate the Total Cost of New Software• Software Licenses • IT Administration and Maintenance Integrations• Additional Software Costs • Upgrades - Connectors, Admin Licenses, Staging/Testing environments - Think major hardware and software upgrades every 2-3 years.• Hardware • People Training - Servers, Backup, DR, Networking • Process Re-engineering• Implementation Costs - The cost of implementation to the • Opportunity Costs cost of software is between .5:1 to • Replacement or Exit Costs 2:1. - Calculate how soon before this• Cost of Shelfware product needs to be replaced.• Vendor Support and • Vendor Management Maintenance - IT and procurement costs - 18% to 22% of the discounted price.
    • 13. Dont Just Assume SaaS Is CheaperSaaS model tools can be 1/4 to 1/2 the cost of a comparable perpetualtool in the first year. However, in subsequent years, the cost of SaaSmay actually surpass the perpetual model.Software Costs Implementation Costs• Potential SaaS charges for sandbox and • SaaS implementations will save 2-8 testing environments, storage and weeks of implementation costs. reporting. • SaaS tools have to be configured at a• Support and maintenance fees. cost comparable to on-premises tools.• Potential SaaS licensing increases. Administration ResourcesVendor Management • Ongoing administration of SaaS and on-• Additional resources will be needed to premises tools are comparable. manage SaaS vendors. • Include administration of infrastructure.Upgrade Costs Infrastructure Costs• SaaS tool upgrades still require planning • Include cost for servers, databases, and testing resources. storage, networking, DR, staging, etc.• Incorporate the cost of upgrading the on- • Calculate the cost of upgrading this premises tool every 2-3 years. infrastructure hardware.
    • 14. Break Even Point for Software Licenses 14
    • 15. SaaS Accelerates Useful Lifecycle What is the expected useful life timeline for the new service desk tool suite? Perpetual License Model Software as a Service Model Capital Budget Operational Budget High Initial Outlay Low Costs in First Few Years Additional ITSM Tools Available Additional ITSM Tools IncludedPay Maintenance & Support Ongoing Maintenance & Support Included Customer Responsible for Vendor Primarily Responsible forInfrastructure HW and SW Upgrades Infrastructure HW and SW Upgrades Average 5-Year Useful Life Cycle Average 3-Year Contract Term Work to understand YOUR specific costs of the various models over the life cycle of the tool 15
    • 16. Recommendations• Determine your IT I&O Maturity Level• Develop a systematic, prioritized road map for continual and long term IT I&O improvement• Make a coordinated ITSD or ITSSM tool decision that relates to your IT I&O Maturity Level.• Weigh the advantages and disadvantages of perpetual vs. SaaS when choosing a new tool.• Build a 5 Year TCO analysis of perpetual vs. SaaS licensing models. 16
    • 17. An Overview of FrontRangeCraig LedoSenior Director, Product Marketing
    • 18. FrontRange At A Glance • Global leader in Hybrid IT Service Management (ITSM) solutions Company • 20+ years of technology leadership • Only ITSM provider that delivers Service Management solutions Product with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud • HEAT manages millions of service interactions a day for more Customers than 15,000 leading organizations of all sizes around the world • Based in Silicon Valley, CA Headquarters • Offices and partners in 45+ countries worldwide ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 18
    • 19. Sample Customers ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 19
    • 20. HEAT Service ManagementPlatform ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 20
    • 21. HEAT Integrated ITSM SolutionService Management: Client Management:• Incident Management • Software Deployment• Request Management • Software Packaging• Problem Management • Process Automation• Change Management • Compliance Enforcement• Release Management • OS Deployment & Migration• Service Level Management • Patch Management• Configuration Management • Software Updates & Re-visioning• Knowledge Management • IT Audit & Inventory Management• Self Service • Mobile Device Management• Mobile Field Service • Server Management• Inventory Discovery • License Management• Visualization Mapping • Remote Control• Workflow & Voice Automation • Virtualization Management ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 21
    • 22. HEAT ITSM Process Lifecycle HEAT Cloud Hybrid ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 22
    • 23. HEAT Solutions for Each Stage ofITSM Maturity LEVEL 3 - 5: Advanced Integrated Service & Client Management solutions including: Workflow based platform, Voice Automation, and Desktop and Server Management LEVEL 2: Intermediate VALUE Service & Client Management solutions including: Self Service & Service Catalog, Discovery and Infrastructure Control LEVEL 1: Basic Help Desk & Ticket Management solutions built for cloud or on-premise TIME ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 23
    • 24. The HEAT ITSM Solution Difference • Standardize on single service management solution with ―fit- for-purpose‖ cloud and on-premise deployment models FLEXIBLE • Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both) • Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities ADVANCED • Enhances efficiency and reduces service resolution costs by up to 70% • End-to-end, integrated client management capabilities COMPLETE enables the standardization of business processes • Improves the mean time to repair (MTTR) by up to 75% ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 24
    • 25. Business ValueMaximizes Operational Improves Service Quality Reduces IT Costs Efficiencies and Compliance 95 % 85 80 % 80 % % 75 % 70 % Reduced Reduced downtime Reduced Reduced time spent due to total cost number Reduced on unplanned of of status Reduced service application or ownership calls trouble- desk call deployment unapproved (TCO) received shooting volume by by up to changes by costs by up by up to efforts by up to 80% 95% up to 75% to 70% 80% up to 85% ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 25
    • 26. Summary • Next generation solutions must allow for: • Cloud and on-premise deployment models • Provide for every stage of ITSM maturity • Bridge the service / client management divide • Allow for deployment outside of traditional IT • Why HEAT from FrontRange? • Global leader in Hybrid ITSM solutions for enterprises of all sizes • Only ITSM provider that delivers Service Management with fully integrated Voice Automation and Client Management • HEAT is the most flexible, advanced and complete ITSM solution that fits every phase of the ITSM Maturity Model • HEAT manages millions of service interactions a day for more than 15,000 leading organizations around the world • Our customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 26
    • 27. An Overview of FrontRange ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 27
    • 28. For more information: Visit Us at: ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 28