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LANDesk Software ConfidentialDon Moss – Central Region Systems EngineerEnd-to-End IT Service ManagementWelcome To Our Webi...
LANDesk Software ConfidentialThe LANDesk ITSM Features Pink Verified on…ALL 15 ITIL Disciplines Workflow Automation Sel...
LANDesk Software ConfidentialTypical Business IT InfrastructureSystems ManagementAsset ManagementSecurity ManagementServic...
LANDesk Software ConfidentialExamples of Service Desk Requests Employee onboarding/off-boarding Access rights Group cha...
LANDesk Software ConfidentialExample 1: Software RequestINCIDENTI want new software• Discovery/Inventory• Power Mgmt• Remo...
LANDesk Software ConfidentialExample 2: Access Request (Incident)I need accessSERVICEDESK• Discovery/Inventory• Power Mgmt...
LANDesk Software ConfidentialErasing the BarriersSystems ManagementAsset ManagementSecurity ManagementService ManagementPP...
LANDesk Software ConfidentialLANDesk Service Desk in ActionI want new software• Discovery/Inventory• Power Mgmt• Remote Co...
LANDesk Software ConfidentialLANDesk Service Desk in ActionI need access• Discovery/Inventory• Power Mgmt• Remote Control•...
LANDesk Software ConfidentialZero Call Resolution Customers
LANDesk Software ConfidentialPPPPPDashboardsDASHBOARDSSLA / KPIScorecardEventManagementImpactAnalysisUser Notification/Sur...
LANDesk Software ConfidentialEnd-to-End IT Service Management• Save money• Reduce risk• Increase efficiency• Improve busin...
LANDesk Software ConfidentialMagic Quadrant for IT Service Support Management ToolsThe LANDesk DifferenceMagic Quadrant fo...
LANDesk Software ConfidentialEnd-to-End IT Service Management = Value Number of incidents per month› Request offload 30%›...
LANDesk Software ConfidentialThe LANDesk DifferenceWhat makes LANDesk truly unique?(what no other vendor can offer) abili...
LANDesk Software Confidential• LANDesk is uniquely positioned to provide service management across the enterpriseand autom...
LANDesk Software ConfidentialGet IN Touch!Phone:714-408-4700www:www.irontouchms.comSocialMediaCONTACTin
18Thank You!The information herein is the confidential information and/or proprietary property of LANDesk Software, Inc. a...
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LANDesk End to End Service Management

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  • A “typical” business IT infrastructure is silo-ed and there is limited automation for seamless collaboration between departments. Even the most basic IT service requests (or problems) can involve dozens of complex interactions among different departments, people, and disciplines—from frontline service desks and change management engines to backend asset, lifecycle, infrastructure, and security management systems. To complicate matters even more, these different areas are nearly always separated by technological and organizational barriers, and crossing those barriers takes time, costs money, and limits efficiency.
  • A “typical” business IT infrastructure is silo-ed and there is limited automation for seamless collaboration between departments. Even the most basic IT service requests (or problems) can involve dozens of complex interactions among different departments, people, and disciplines—from frontline service desks and change management engines to backend asset, lifecycle, infrastructure, and security management systems. To complicate matters even more, these different areas are nearly always separated by technological and organizational barriers, and crossing those barriers takes time, costs money, and limits efficiency.
  • When it comes to IT Service Management, a tremendous variety of requests come in to the help desk. Some are vital needs and many are non-urgent “wants.”According to the Help Desk Institute, 30-40% of Service Desk calls are non-critical “I wants.” You can offload those Service Desk “I wants” by building an automated Self-Service Catalog. Estimate $35 per call, and if you have 10,000 calls per month, 30% of those resolved through self-service will save in excess of $100,000.
  • Here is an example of a Service Desk call at a “typical” company:An end user calls the help desk and asks for an updated version of Adobe Acrobat Professional. The Helpdesk employee must contact the desktop management team, who would have to first call the employee’s manager for budget approval. They would then have to purchase the software. Finally, the desktop team would either contact the employee to self-install via a link, or push the install from IT.Typically the company’s Asset Manager willmanually inventory that Acrobat Pro purchase in a spreadsheet. That record usually includes the licensing info, the version, what machine it’s loaded on, etc. Then when new software versions become available, the desktop team either automates updates or physically goes to the employee’s desk again. Sometimes they need to check with the asset manager before doing so.
  • LANDesk can erase these types of gaps and barriers between different organizational and IT disciplines to deliver a more unified, automated, and comprehensive approach to IT service management. LANDesk has developed an advanced intelligent process engine, the Federated CMDB, that brings all these different areas together and enables them to interact with each other in important new ways. (note: in this scenario, “asset management” becomes LANDesk Data Analytics, a far more powerful way to manage hardware and software assets)
  • So here is an example of the Federated CMDB in action: The employee submits a helpdesk ticket, requesting Adobe Acrobat Professional. The process engine checks inventory and then makes a request of the manager. It tracks the approval process. Then the CMDB picks it up, and Systems Management deploys, inventories, and discovers the software.Data Analytics tracks the license from purchase through to end of life, and Security Management makes sure it is automatically patched.Service Desk keeps track of the overall service to the end user – all of which is coordinated by the CMDB.
  • In addition to making service requests more efficient, this kind of cross-discipline automation also lowers the cost and effort required to resolve incidents. Access Requests are a common and obvious example. With LANDesk, users can initiate access requests through the self-service portal, which automatically triggers appropriate events in various IT and security management systems to achieve a low-cost, zero-call resolution. Zero-call resolution moves this from $30 per call to $5 per call.Also prevents acceleration to level 2 or 3, where costs go to $75-100 per incident.For more complex problems, service desk technicians can tap directly into various IT systems tools and resources to diagnose and resolve problems, by using remote control, inventory, patch management, and more. These types of interactions are managed and automated through the LANDesk process automation engine, will lower overall incident response times by around one-third while increasing first call resolution statistics. This will ultimately free your service desk and IT staff to focus their attention on more serious, strategic, and business-critical issues.
  • (info here on dashboards)
  • This unified, cross-discipline approach to IT service management translates into obvious opportunities for saving money, lowering risks, increasing efficiency, and improving business operations. Using an intelligent process engine to integrate front-end service desk capabilities with back-end asset and client endpoint management, infrastructure management, and security and compliance management systems makes it possible to measure and analyze the total impact of changes and incidents on your entire organization. It also provides an easy way to document the complete end-to-end processes behind every request, incident and change, which enhances your regulatory and compliance programs.
  • The thing that makes LANDesk truly unique—the thing no other vendor can offer—is the ability to unify and automate all those disciplines through a flexible and intelligent process platform, allowing you to finally achieve the cost savings, increased productivity, and business-level intelligence that come from true end-to-end IT service management.
  • Where you get ROI from the End-to-End IT Service Management solution…
  • The thing that makes LANDesk truly unique—the thing no other vendor can offer—is the ability to unify and automate all those disciplines through a flexible and intelligent process platform, allowing you to finally achieve the cost savings, increased productivity, and business-level intelligence that come from true end-to-end IT service management.
  • And finally, LANDesk is the only company that provides solutions in three of the key Gartner Magic quadrants surrounding end-to-end IT services:IT Service DeskPC Lifecycle Configuration ManagementEndpoint Protection
  • Transcript of "LANDesk End to End Service Management"

    1. 1. LANDesk Software ConfidentialDon Moss – Central Region Systems EngineerEnd-to-End IT Service ManagementWelcome To Our Webinar
    2. 2. LANDesk Software ConfidentialThe LANDesk ITSM Features Pink Verified on…ALL 15 ITIL Disciplines Workflow Automation Self Service Service Catalog Incident Management Problem Management Change Management Configuration Management Knowledge Management Service Level Management Password Management Event Management Executive DashboardingService Management Asset Management Discovery State Management Software License Detection Workflow Automation Vendor Integration Warranty Management Contract Management Request Management Barcoding / RFID Web Console SNMP Device ManagementPrinters, Switches, Etc… Executive Dashboarding
    3. 3. LANDesk Software ConfidentialTypical Business IT InfrastructureSystems ManagementAsset ManagementSecurity ManagementService Management
    4. 4. LANDesk Software ConfidentialExamples of Service Desk Requests Employee onboarding/off-boarding Access rights Group changes Desk moves Password reset Hardware requests Software – free v. purchase“I want”vs.“I need” ?
    5. 5. LANDesk Software ConfidentialExample 1: Software RequestINCIDENTI want new software• Discovery/Inventory• Power Mgmt• Remote Control• SLM• Mobility• Software Distribution• Licensing• Versioning• Materials Management• White List• Patch• Settings• Audit• Policy• MalwareSERVICEDESKAsset ManagementSecurity ManagementREQUESTSystems Management
    6. 6. LANDesk Software ConfidentialExample 2: Access Request (Incident)I need accessSERVICEDESK• Discovery/Inventory• Power Mgmt• Remote Control• SLM• Mobility• Software DistributionAsset ManagementSecurity ManagementREQUESTINCIDENTSERVICEDESKSystems Management
    7. 7. LANDesk Software ConfidentialErasing the BarriersSystems ManagementAsset ManagementSecurity ManagementService ManagementPPPPPSERVICEDESKREQUESTINCIDENTData Analytics
    8. 8. LANDesk Software ConfidentialLANDesk Service Desk in ActionI want new software• Discovery/Inventory• Power Mgmt• Remote Control• SLM• Mobility• Software Distribution• B2B Connectors• Data Management• Asset Control• SAM• EULA Analytics• Compliance Reports• White List• Patch• Settings• Audit• Policy• MalwareData AnalyticsSecurity ManagementSystems ManagementREQUESTINCIDENTPPPPPInstalling on user’s machineService Management
    9. 9. LANDesk Software ConfidentialLANDesk Service Desk in ActionI need access• Discovery/Inventory• Power Mgmt• Remote Control• SLM• Mobility• Software Distribution• B2B Connectors• Data Management• Asset Control• SAM• EULA Analytics• Compliance Reports• White List• Patch• Settings• Audit• Policy• MalwareData AnalyticsSecurity ManagementSystems ManagementService ManagementREQUESTINCIDENTPPPPPSelf-service portalZero Call Resolution
    10. 10. LANDesk Software ConfidentialZero Call Resolution Customers
    11. 11. LANDesk Software ConfidentialPPPPPDashboardsDASHBOARDSSLA / KPIScorecardEventManagementImpactAnalysisUser Notification/SurveysData AnalyticsSecurity ManagementSystems ManagementService Management
    12. 12. LANDesk Software ConfidentialEnd-to-End IT Service Management• Save money• Reduce risk• Increase efficiency• Improve businessoperationsPPPPPData AnalyticsSecurity ManagementSystems ManagementService Management
    13. 13. LANDesk Software ConfidentialMagic Quadrant for IT Service Support Management ToolsThe LANDesk DifferenceMagic Quadrant for Client Management ToolsMagic Quadrant for Endpoint Protection Platforms– Quadrant presence unmatched !
    14. 14. LANDesk Software ConfidentialEnd-to-End IT Service Management = Value Number of incidents per month› Request offload 30%› 30% quicker Annual or semi-annual software audit Patch management/software rollouts/true-ups CSAT/Promoter score Failed changes Power management cost savings SOX/HIPAA/PCI/SAS70 audits/compliance Employee onboarding/off-boarding
    15. 15. LANDesk Software ConfidentialThe LANDesk DifferenceWhat makes LANDesk truly unique?(what no other vendor can offer) ability to unify and automate all those disciplines a flexible and intelligent process platform, allowing you cost savings, increased productivity, business-level intelligence true end-to-end IT service management.
    16. 16. LANDesk Software Confidential• LANDesk is uniquely positioned to provide service management across the enterpriseand automate processes like no other vendor• Bringing together Service Management, Process Automation, Asset Management,Desktop Management, and Datacenter Monitoring, LANDesk provides a unique andleading solution• LANDesk is the only company that provides solutions in three of the key GartnerMagic Quadrants surrounding end-to-end IT servicesEnd-to-End IT Service ManagementMagic Quadrant for IT Service Support Management ToolsMagic Quadrant for Client Management ToolsMagic Quadrant for Endpoint Protection Platforms
    17. 17. LANDesk Software ConfidentialGet IN Touch!Phone:714-408-4700www:www.irontouchms.comSocialMediaCONTACTin
    18. 18. 18Thank You!The information herein is the confidential information and/or proprietary property of LANDesk Software, Inc. and its affiliates (referred to collectively as “LANDesk”), and may not bedisclosed or copied without prior written consent of LANDesk.To the maximum extent permitted under applicable law, LANDesk assumes no liability whatsoever, and disclaims any express or implied warranty, relating to the sale and/or use ofLANDesk products including liability or warranties relating to fitness for a particular purpose, merchantability, or infringement of any patent, copyright or other intellectual propertyright, without limiting the rights under copyright.LANDesk retains the right to make changes to the information herein or related product specifications and descriptions, at any time, without notice. LANDesk makes no warranty forthe use of the information herein and assumes no responsibility for any errors that can appear nor does it make a commitment to update the information contained herein. For themost current product information, please visit landesk.com or wavelink.com.Copyright © 2013, LANDesk Software, Inc. and its affiliates. All rights reserved. LANDesk and its logos are registered trademarks or trademarks of LANDesk Software, Inc. and itsaffiliates in the United States and/or other countries. Other brands and names may be claimed as the property of others.
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