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Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
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Sprint shows how to enable an intelligent enterprise through a closed-loop incident process

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Is your IT shop constantly challenged with quickly delivering better and cheaper solutions? Then attend this session and learn how to connect tools you use everyday and streamline their use by using …

Is your IT shop constantly challenged with quickly delivering better and cheaper solutions? Then attend this session and learn how to connect tools you use everyday and streamline their use by using HP solutions to bridge operations and service management requirements. We’ll tell you how Sprint has embarked on deploying a closed-loop incident process (CLIP) that will connect our event management to our incident management processes. We’ll tell you how we started by mapping our IT world using the HP Universal CMDB and automatic Discovery and Dependency Mapping and relating our infrastructure to our business services. We’ll show you how implementing CLIP in the Sprint IT environment is enabling us to integrate data to support process and organizational efficiency. And we’ll explain how immediate access to multiple data sources in a single integrated system eliminates our dependence on tribal knowledge and personal insight and enables our business partners to make better decisions, faster.

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  1. Sprint shows how to enable an intelligent enterprise through a closed-loop incident process John D Felton Director of Service Integration ©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
  2. What is CLIP? – CLIP means that the event, configuration (asset & CI), incident & change management processes are always synchronized & working together to reduce downtime and increase IT service levels. Sprint has embarked on deploying CLIP which will integrate all of the above processes using HP tool solutions. Implementing CLIP within Sprint’s IT environment will promote a single source integration of our tools & processes. This integration will allow us to support our Business partners by providing process and organizational efficiencies, promote accelerated decision making and knowledge sharing, while reducing costs. Sprint is here and here is NOW
  3. Agenda Is your IT shop constantly challenged with delivering IT solutions to your customers cheaper & faster? If you answered YES! - This session will teach you how to bridge operation Welcome and introduction and service management gaps by using HP solutions to integrate your current tools. We will share with you how Sprint embarked on IT priorities, challenges and critical deploying CLIP. The session topics to are as business issues follows: • Connecting the asset, event and configuration management systems with the incident Closed Loop Incident Process management processes • Creating application maps utilizing HP Universal CMDB & automatic Discovery & Dependency Mapping Business alignment and benefits • Relating the application maps to the business realization services • Discuss how implementing CLIP and our integrated data will support process and Customer case studies organizational efficiencies. Additionally, we will explain how immediate access to multiple data sources in a single integrated system will promote our business partners to make better decisions; faster. 3
  4. IT Enterprise Services – Service Integration Strategy Drive continuous service improvement opportunities for our business partners Traditional Integration • Multiple tools • Duplication of Data • Many integrations points • Too dynamic to replicate in single repository • Technology, developed by different people at different times 4
  5. Cheaper, Better, Faster 5
  6. Current Service Management environment supported Data is manually created in multiple tools, User has to access multiple tools to update & increasing data inconsistency support workgroup & paging rosters, CI’s & assets user PageIT OVIS SORT I-Engineer Nexus Call Center OIMS Services Asset and configuration 100% of the CI relationships to CI data stored in separate relationships are created systems based on CI class. manually. CODI Visionael SAMR Config & Asset Config & Asset Config & Asset Microsoft Tivoli Data for Servers Data for Data for Laptops SCCM & Applications Network device & output devices Application relationships are Service Desk based on tribal knowledge Indicates system connection Indicates user interface 6
  7. Sprint Introduces Business Technology Optimization (BTO) Business outcomes Business outcomes Automation with insight Trusted, authoritative, complete version of truth via unified model 3 3 for analyzing business service impact STRATEGY APPLICATIONS OPERATIONS Automate and integrate key processes using best practices 2 2 — coordinate actions with consistent, discovered data Automate, standardize, 1 1 1 1 and virtualize key functions 7
  8. IT Service Integration executive challenge Maximize business value in an uncertain economic environment Deliver today Reposition and restructure •Meet budget constraints and… •Improve business processes •Reduce risks •Improve agility and decision making •Continue delivering all services •Innovate new services Improve Prioritize Streamline Innovate visibility Eliminate non- Automate, Invest savings in strategic Understand how strategic, redundant consolidate and projects to drive effectively IT budget projects to virtualize competitive advantage is being spent free-up budget and comprehensively staff across IT Sprint needed to be able to optimize cost & service 8
  9. Closed Loop Management: Critical Success Factors Drive continuous service improvement opportunities for our business partners SERVICE AUTOMATION • Broad automation across the business service Service Automation • Collaboration to break domain silos • Increase staff productivity and service reliability SERVICE HEALTH • True “Operations Bridge” – complete view of service • Business-level monitoring and performance analytics • Predict problems before they impact the business Service Service SERVICE MANAGEMENT Health Management • Out-of-the-box best practices for ITIL V3 process • Decision-support based on service impact and costs • Predict impact of change before and during release SERVICE CONFIGURATION Configuration Management System (CMS) • Trusted, authoritative, complete version of truth • Federated configuration management (CMS) • Unified model for analyzing business service impact Model driven service impact analysis • Understand problem source for rapid resolution 9
  10. Service Management Visions Sends CI Warehouse Sends CI information for Sends CI information information management Mainframe, that SCCM Agentless CI that Tivoli & onsite Storage, (SMS) Discover discovers asset audits Software etc. discovers DDMA Tivoli IMACD 3rd Party SCCM Discovery tool 95% of CI ‘s will be automatically discovered. Asset BAC/OMI uCMDB Send application mapping CI replication/ Manager federation data relationship & views Pushing CI relationships Pushing CI information Query for “Active state” Application maps assist in pinpointing the affected CI IMACD Warehouse Send Incident / Change management ticket information and on-site Service Manager 7 asset audits 75% of the CI to CI relationships will be Single source for updating & detected automatically. supporting workgroup & paging rosters, CI’s & assets Indicates system connection Indicates user interface user 10
  11. IT Enterprise Services – Service Integration Strategy Drive continuous service improvement opportunities for our business partners Business Challenge Challenge Solution & Benefits • Reduce TCO of Operations •Too much manual task •IT Operations benefits realization: • As a % of total IT spend execution leading to high costs •Efficiency through automation • Versus strategic spend ratio and operational risk •Optimized service lifecycle • Increase transparency •Business processes are not fully process • Service delivery time, costs monitored and SLAs require •Eliminate error-prone manual tasks and resource usage more information on KPIs •Prediction and prevention of • Business related versus internal •Service Management processes negative business impact activity approach not pragmatic •The cost/value ratio of delivered • Reduce time to market leading to lack of adoption services is understood by the •Lack of one version of the truth business • Service catalogue based in respect to service and •Any service from everywhere • Specific strategic infra services configuration information •Saved labor spent on innovation •Continuous service improvement •Enable compliance 11
  12. IT Enterprise Services – Service Integration • Maintain continuity of support for external projects to deliver solutions on time and with budget • Proactively identify performance problems by automatically discovering total health of business transactions Strategy / Vision • Increase speed and agility by targeted notifications to fix agents which will decrease unnecessary engagements • Increase identification of out of process exceptions impacting Change Management IT services. • Increase by 100% discovered configuration items tied to Vendor Contracts, while decreasing SW license costs Restore the Brand, Manically Manage Profitability, Improve Customer Experience Impact to Company By gaining visibility into the status of business services across networks, servers and applications, IT organizations will prioritize their workloads around the most critical business issues and focus resources on proactive work, minimizing Priority disruption to the business Initiative and Timeline Strategic Priorities KPI (3Q10) Ensure total IT spend • Reduce existing SM Applications by • Develop overall Service & Systems Management target reference reflects best-in-class 30% architecture to consolidate and simplify fix agent toolsets efficiency • Reports reduced by 80% • Reduce reporting, current system produces 25k reports a month • Reduce password reset tickets by 85% • Improve employee self services (reduce ticket volumes) Maintain Helpdesk • Chg Mgmt Simplification SLA’s • Deploy SM7 to cover all areas of ITIL • Enhance Lockdown exception process and decrease lead times for change requests Increase percent of IT • Increase proactive system changes by • Establish capacity forecasts for all critical applications and reduce application spend on business 15% outages based on uCMDB CI service views enablement by • Increase auto pagesticketing (% 2009 • Increase Auto TicketingAuto paging to primary fix agents increasing operational incident) tickets by 50% efficiencies Rapidly achieve • Virgin/IPCS Application Retirement Plan • Operations integration and Application quick hits Virgin/iPCS IT vs. Actual • Application integration Synergies 12
  13. IT Enterprise Services – Service Integration • Maintain continuity of support for external projects to deliver solutions on time and with budget • Proactively identify performance problems by automatically discovering total health of business transactions Strategy / Vision • Increase speed and agility by targeted notifications to fix agents which will decrease unnecessary engagements • Increase identification of out of process exceptions impacting Change Management IT services. • Increase by 100% discovered configuration items tied to Vendor Contracts, while decreasing SW license costs Restore the Brand, Manically Manage Profitability, Improve Customer Experience Impact to Company By gaining visibility into the status of business services across networks, servers and applications, IT organizations Priority will prioritize their workloads around the most critical business issues and focus resources on proactive work, minimizing disruption to the business Strategic Initiative and Timeline Priorities KPI (3Q10) Achieve Best in • Reduced P1 tickets by (2009 • Reduce the number related tickets and duration with faster triage and root cause Class IT for baseline) 20% analysis based on uCMDB CI service view analyses. Availability and • 100% executive communication for • Improve RPM communications, Executives will receive an email notification on P1 Delivery Speed and all P1 issues that are impacting identified applications & infrastructure components Quality • Increase uCMDB Data accuracy to • Assess business impacts for IT supported applications and assign D4C design 95% class, create recovery plans for critical applications and evaluate risks found in • 100% coverage for ES license testing and work with business and support teams to resolve issues and close gaps entitlements • % Answered in 60 Seconds 65% • Track software licensing for compliancy • % Abandoned after 60 Seconds 10% • Maintain best in class operational effectiveness through standard helpdesk service • Resolve Rate 80% levels • Increase D4C plans from 296 – 336 • Maintain application dependency maps for all BS, MS application and infrastructure • Increase D4C drills from 25- 40 (DDMA) • Develop 345 application maps • Achieve Ericsson/IT synergies by managing the agreed interactions and • Ericson IT Synergies responsibilities of both parties and defining the working level interaction within the existing processes via program and specific projects Protect our • SOX Certification Compliance 100% • Protect systems through SOX management testing, PCI data compliance security sensitive data and • PCI and SAS70 Audit Reviews and standard reviews, and external audits (SAS70) management testing secure systems Compliance to meet audit targets 13
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  15. To learn more on this topic, and to connect with your peers after the conference, visit the HP Software Solutions Community: www.hp.com/go/swcommunity 15 ©2010 Hewlett-Packard Development Company, L.P.

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