BMC BSM - Automate Service Management System

BMC BSM Automate the Service Management System

ITIL – For Operational Excellence A process driven approach to developing operationally excellent IT service support and service delivery

Outline
Reality Check
What is ITIL?
What does it do?
What does it mean?
What are its benefits?
Why is it important for organizations
Questions

Reality Check
IT exists to support the business
IT Focus :
Customer Focus
Process Optimization
Cost Optimization
All 3 are important

BSM Decomposition I n t e r net Business Services Business Processes IT Services Resources and Capabilities Personnel Abstraction or Composition

Service & Service Management
Service is :
a means of delivering value to customer
by facilitating outcomes customers want to achieve
without the ownership of specific costs and risks
Service management is :
set of specialized organizational capabilities
for providing value to customers
in the form of services

What is ITIL?
ITIL is an acronym for
Information Technology Infrastructure Library
Best practice guidance in IT Service Management
Need for Systems/Frameworks
Scalable – as per size and need
Captures Industry wide “Good practices”
Organizations can adopt and adapt
What it is not
Standard
Method or
Tool
It is a de facto Standard

What ITIL does?
Manage information
ITIL provides a documented best practices
Defines 24 processes in 5 Lifecycle areas
Builds common lingo for IT and business
Tells What to do

Gartner Group Maturity Model VALUE FIRE FIGHTING REACTIVE PROACTIVE SERVICE

ITILv3 Core

The Service Lifecycle
Service Strategy: ensures strategy is defined, maintained and implemented
Service Design: Blueprint for converting strategy into reality
Service Transition: Smooth transition of design into operations
Service Operation: Value realization through delivery and support of services
Continual Service Improvement aka CSI: (Remember P-D-C-A) Enabling improvement and providing vehicle for change

What Does ITIL Do?
On its own: Nothing
ITIL provides IT professionals with the knowledge and resources to run and maintain an effective and efficient IT Infrastructure to meet the needs of their customers.
ITIL is about improving service management in a way that integrates customer value and customer outcomes into the development processes
Provides channels for business and IT to communicate

Benefits of Using the ITIL Framework:
Increase customer satisfaction with IT services
Reduce risks and costs
Standards and guidance for IT staff
A quality approach to IT services
Improved ROI of IT
Gartner measurements on ITIL Benefits show that the overall results of moving from no adoption of IT Service Management to full adoption can reduce an organization’s Total Cost of Ownership by as much as 48%.

Why it is Important for IT Organizations?
ITIL is about delivering value to customers by Customer Focus, Cost Optimization and Process optimization
Bridge the Business and IT Gap and reduce tension
“ Enterprises will realize valuable process improvements and better
measurement and reporting of process outcomes through the adoption
of ITIL processes and guidelines. ITIL Brings Clarity to Complex
Processes”
- Gartner Report

Implementing ITIL
Combine Process and Tool activities from day one as part of a single solution approach
As the saying goes “if you can’t measure it, you can’t manage it”
Implementing a service management tool will support:
Streamlined processes
Automate tasks, manage and distribute information.
Knowledge management is a critical component of the service management tool.
Integrate data control processes
will ensure that information is current and continues to add value to the service management processes.

Implementing ITIL …
Implementing ITIL is not just about evaluating and revising processes,
It's about change:
changing the way people work and are rewarded;
changing technology platforms;
changing behaviors across an entire organization.

Measurement and Control of IT Services
Is based on continual cycle of monitoring, reporting and subsequent action.
Monitoring and Control
Is fundamental to the delivery, support and improvement of IT services.
Monitoring
Refers to the activity of observing a situation to detect changes that happen over time.

Types of Monitoring
Active versus Passive
Active –
Refers to the ongoing ‘interrogation’ of a device or system to determine its status.
It is resource intensive
Passive –
Refers to generating and transmitting events to a monitoring agent.
It correlates event records to determine the meaning of events for appropriate action.

Types of Monitoring ...
Reactive versus Proactive
Reactive –
Designed to trigger action following a certain type of event or failure.
Proactive –
Used to detect patterns of events which indicate that a system or service maybe about to fail.
Used in Proactive Problem Management.

BMC Ticketing System – Service Desk

Built on the BMC Remedy Action Request System platform
Part of the BMC Remedy IT Service Management (ITSM) Suite
Leverages the BMC Atrium CMDB
Incorporates key workflows across the full ITSM suite
Includes Incident and Problem Management applications
Introduction Service Desk

Service Desk Enhancement
BMC Service Desk is an easy-to-use, browser-based service support Application.
It enables all type of businesses to improve service, achieve compliance, and increase process efficiency throughout the organization.
Optimize IT assets through better resource efficiency
Boost process efficiency throughout your organization by implementing IT Infrastructure Library (ITIL )best practices

Features of BMC Remedy Service Desk
ITIL V3 compatible
Dashboards
Enhanced e-mail integration
Administration tools
Dynamic forms
Workflow engine
Simplified installation process
Error logging and diagnostics
Self-service ticketing
Service level management
Asset management
Web services integration
Integration with Active Directory
Real-time reporting

Creating of Tickets (Incident)
Requestor Console
Incident Console->Functions->New Incident.
Service Request Manager
BEM-SIM
Email Notification
Web-Service
JAVA-API
Automatic Ticket Created

Classic View Simplification - Classic View Primary Information Key Information accessed in 3 mouse-clicks Work Info Requester Classification Vendor Tasks Assignment Classification Tasks Work Info

Service Desk 7.5 – Best Practice ITIL Processes Capability : Process Overview launches BMC Service Management Process Model Value: Fewer processing errors & reduced training cost for service desk staff

Best Practice View

Quick Actions and Exploring Navigation

Investigation and Diagnosis

Resolution and Recovery

Incident Closure

Service Target Information

Key Performance Indicator's (KPIs)

Incident Classification

Incident Management - Escalation
There are two levels of escalation possible:
Transferring an Incident from first-line to second-line support groups or further is called “Functional Escalation” and primarily takes places because of lack of knowledge or expertise
“ Hierarchical Escalation” can take place at any moment during the resolution process when it is likely that resolution of an Incident will not be in time or satisfactory

Problem Management Console

Known Error

Solution Database

Incident Relationship with Solution Database

Benefits
Increase user productivity
Automate request processing
Improve end-user satisfaction
Provide more secure system access
Provide 24-hour access to end users
Make better decisions
Reduce calls
Cut abandon rates
Improve teamwork
Simplify form customization
Increase efficiency
Reduce operational expenses
Integrate with legacy systems
Effective administration tools

MONITORING

Monitoring – Avoid firefighting with Proactive monitoring Scalability Functionality Cost Enterprise System Management
Lower TCO
Increase Productivity
Scalable Architecture
Support Next-generation requirements
Support ITIL process
Proactive and service centric
Open integration with other tools (Remedy)
Manageability
Customizable
24x7 Availability
Accurate monitoring
and reporting
Maximize Uptime & Minimize Response Time

Current Challenges
Even though everyone has monitoring tools …
… IT is seen as an inhibitor rather than an enabler to the business
Costs are still going up
Cost of server administration are rising at 10% per annum
No-one knows what is critical
NOC staff decide what to work on first based on technical judgment and who shouts loudest
Too many people are needed
On average it takes 14 people to fix a typical day-to-day problem
They are not delivering
70% incidents are reported by end-users before IT even knows there is a problem

BMC BSM implementation takes you closer… … to ITIL aligned IT Infrastructure Management
Since business runs on IT, then IT should run based on business priorities.
It is a comprehensive approach and unified platform for running IT.
It simplify and apply standard processes across your IT organization.
Organizations around the world and in every industry are using BSM to reduce the cost of running IT, increase business impact, improve quality of service, manage risk, and provide transparency to business stakeholders .
Business Service Management (BSM)
Business Service Management It is a dynamic IT management strategy that enables companies to align their IT operations and resources with their key business objectives

BMC Service Support
Reduce complexity and make customer support, change management, and asset management integrated and efficient
BMC Service Assurance
Find and fix problems before your users do with analytics, event automation, and performance management
BMC Service Automation
Automate repetitive, manual tasks to eliminate errors and get things done more quickly
BMC Atrium
Unify data and processes from disparate IT management tools and discover, model, visualize, and assign priorities to business services
BMC BSM Terminology

The 3 ‘Service’ Disciplines of BSM
CMDB. Dashboards and Analytics. Discovery. Process and Task Orchestration. Service Level Management. Self Service. Service Desk. Problem Resolution. Asset Management. Change and Release. Identity Management. Event and Impact. Predictive Analysis. Scheduling. Problem Resolution. Performance, Availability, and Recovery. Provisioning. Change and Release. Configuration Automation. Capacity. Audit and Compliance.

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BMC BSM - Automate Service Management System

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