Team THUNDER CLOUD<br />HELPDESK IN THE CLOUD<br />
HELPDESK IN THE CLOUD<br />Customers<br /><ul><li>DoD Users
Contractors
Military Users
DoD Civilian
DoD Contractors</li></li></ul><li>HELPDESK IN THE CLOUD<br />Capability<br /><ul><li>Fully integrated, ITIL based incident...
Single, purpose built CMDB allowing for business awareness of service desk functions
Powerful, proven workflow engine enabling automation of service desk processes
Seamless integration with other service management solutions
Simplified interfaces for rapid incident and problem creation and closure
Multi-tenant architecture supporting service desk consolidation for global enterprises
Built-in process flow taskbar and interactive process model based on ITIL </li></li></ul><li>HELPDESK IN THE CLOUD<br />As...
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Team Thunder Cloud

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Team Thunder Cloud

  1. 1. Team THUNDER CLOUD<br />HELPDESK IN THE CLOUD<br />
  2. 2. HELPDESK IN THE CLOUD<br />Customers<br /><ul><li>DoD Users
  3. 3. Contractors
  4. 4. Military Users
  5. 5. DoD Civilian
  6. 6. DoD Contractors</li></li></ul><li>HELPDESK IN THE CLOUD<br />Capability<br /><ul><li>Fully integrated, ITIL based incident and problem management applications
  7. 7. Single, purpose built CMDB allowing for business awareness of service desk functions
  8. 8. Powerful, proven workflow engine enabling automation of service desk processes
  9. 9. Seamless integration with other service management solutions
  10. 10. Simplified interfaces for rapid incident and problem creation and closure
  11. 11. Multi-tenant architecture supporting service desk consolidation for global enterprises
  12. 12. Built-in process flow taskbar and interactive process model based on ITIL </li></li></ul><li>HELPDESK IN THE CLOUD<br />Assumptions<br /><ul><li>The hierarchy and overall management of the system
  13. 13. Certificate issues
  14. 14. Its not safe!
  15. 15. Loss of control over data
  16. 16. Unable to prove compliance
  17. 17. No control over performance
  18. 18. Difficulty moving between clouds</li></li></ul><li>HELPDESK IN THE CLOUD<br />Key Requirements<br /><ul><li>Software as a Service, SaaS
  19. 19. Deployment
  20. 20. Industry specific standards and protocols
  21. 21. Open Client
  22. 22. Federated Identity
  23. 23. Location Awareness
  24. 24. Security
  25. 25. SLA’s
  26. 26. Life Cycle Management
  27. 27. Management and Governance</li></li></ul><li>HELPDESK IN THE CLOUD<br />Benefits<br /><ul><li>Able to run multiple services to our end-users
  28. 28. Always at the latest version
  29. 29. No additional hardware investment
  30. 30. Back up and disaster recovery included
  31. 31. Less human interaction
  32. 32. Less costs</li></li></ul><li>HELPDESK IN THE CLOUD<br />Cloud Reference Model<br />
  33. 33. HELPDESK IN THE CLOUD<br />Security<br /><ul><li>Privileged user access
  34. 34. Regulatory compliance
  35. 35. Data location
  36. 36. Data segregation
  37. 37. Recovery
  38. 38. Investigative support
  39. 39. Long-term viability</li></li></ul><li>HELPDESK IN THE CLOUD<br />Options/Architectures Considered<br />
  40. 40. HELPDESK IN THE CLOUD<br />Options/Architectural Comparison<br />
  41. 41. HELPDESK IN THE CLOUD<br />Conclusion<br /><ul><li>Considering the pros ands cons, we have decided to move to the cloud.
  42. 42. Budget issues is a prime reason to move to the cloud.
  43. 43. Savings on personnel cost.
  44. 44. Savings on hardware cost.
  45. 45. Savings on software cost.</li></li></ul><li>HELPDESK IN THE CLOUD<br />Proposed Strategy<br /><ul><li>DISA will be our cloud provider
  46. 46. Six week pilot of 100 users
  47. 47. Transition users over a 12 month period</li>

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