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ITSM Tool upgrade options


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Former HDI/SDI Head of Consulting, Barclay Rae speaks about the key factors organizations should consider when planning an ITSM tool upgrade. This video is essential viewing for an organization that is considering or will have to go through an upgrade with their current ITSM tool. Upgrade for some is a necessary evil but in reality it presents some serious opportunity for rapid change.

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ITSM Tool upgrade options

  1. 1. Upgrading your ITSM tool? Think about the TCO. Barclay Rae, Axios Systems Gary Stalker, Axios Systems Mike Alexander, University of Notre Dame December 03, 2009
  2. 2. Agenda <ul><li>Introductions </li></ul><ul><ul><li>Emily Sturm – Marketing Manager, Axios Systems </li></ul></ul><ul><li>Upgrade Considerations & Total Cost of Ownership </li></ul><ul><ul><li>Barclay Rae – Head of Axios Global Services </li></ul></ul><ul><li>A Streamlined Approach to ITSM Upgrades </li></ul><ul><ul><li>Gary Stalker – Head of Product Development, Axios Systems </li></ul></ul><ul><li>Customer Experience </li></ul><ul><ul><li>Mike Alexander – Director of IT Operations, University of Notre Dame </li></ul></ul><ul><li>Question & Answer session </li></ul>
  3. 3. ITSM Upgrade Considerations Measuring Up The Options Barclay Rae Axios Head of Global Services
  4. 4. <ul><li>Axios Head of Global Services </li></ul><ul><li>17 years ITSM & CRM Consulting </li></ul><ul><li>Worked in ITSM/CRM since 1982 </li></ul><ul><li>300+ ITSM & Service-change projects </li></ul><ul><li>HDI/SDI international exam committee member </li></ul><ul><li>Author and columnist </li></ul><ul><li>it SMF committee member </li></ul><ul><li>Head of HDI/SDI Consulting – 2005–2008 </li></ul>Barclay Rae
  5. 5. Looking To Upgrade Your ITSM System? <ul><li>Drivers – why are you doing this? </li></ul><ul><li>Cost savings </li></ul><ul><li>Quality and efficiency improvements </li></ul><ul><li>Expanded functional requirements </li></ul><ul><li>Business changes </li></ul><ul><li>Vendor and product demands – upgrade path, etc. </li></ul>
  6. 6. Looking To Upgrade Your ITSM System? <ul><li>What should you consider? </li></ul><ul><li>Specification + Process </li></ul><ul><li>Project + Vendor </li></ul><ul><li>Hardware + Software </li></ul><ul><li>Consulting + Training </li></ul><ul><li>Benefits and Total Cost of Ownership (TCO) </li></ul>
  7. 7. Upgrade Considerations <ul><li>Specification - have your requirements changed? </li></ul><ul><ul><ul><li>Functionality </li></ul></ul></ul><ul><ul><ul><li>Reporting/Management Information </li></ul></ul></ul><ul><ul><ul><li>Integrations </li></ul></ul></ul><ul><ul><ul><li>No. of users </li></ul></ul></ul><ul><ul><ul><li>Access </li></ul></ul></ul><ul><li>Process – do you need to do more? </li></ul><ul><ul><ul><li>Incident, Problem, Change, Service Desk </li></ul></ul></ul><ul><ul><ul><li>CMS, SLM </li></ul></ul></ul><ul><ul><ul><li>Service Catalog, Portfolio, Request, Demand </li></ul></ul></ul><ul><ul><ul><li>Financial and business focus </li></ul></ul></ul><ul><ul><ul><li>Non-IT area? </li></ul></ul></ul>
  8. 8. Upgrade Considerations <ul><li>Project – is this scoped and agreed? </li></ul><ul><ul><ul><li>Objectives </li></ul></ul></ul><ul><ul><ul><li>Structure and roles </li></ul></ul></ul><ul><ul><ul><li>Governance </li></ul></ul></ul><ul><ul><ul><li>Budget </li></ul></ul></ul><ul><ul><ul><li>Plan </li></ul></ul></ul><ul><ul><ul><li>Risks </li></ul></ul></ul><ul><li>Vendor – matching partners? </li></ul><ul><ul><ul><li>Review support and service history </li></ul></ul></ul><ul><ul><ul><li>Current product capability </li></ul></ul></ul><ul><ul><ul><li>What is involved in the upgrade path </li></ul></ul></ul><ul><ul><ul><li>Impact on customizations, configurations and integrations </li></ul></ul></ul><ul><ul><ul><li>Commitment to the market </li></ul></ul></ul><ul><ul><ul><li>Approach to delivery </li></ul></ul></ul><ul><ul><ul><li>Hidden costs </li></ul></ul></ul>
  9. 9. Upgrade Considerations <ul><li>Hardware – current and future? </li></ul><ul><ul><ul><li>Capacity and Demand </li></ul></ul></ul><ul><ul><ul><li>Performance </li></ul></ul></ul><ul><ul><ul><li>Support and maintenance </li></ul></ul></ul><ul><ul><ul><li>Lifecycle management </li></ul></ul></ul><ul><li>Software – what do you need? </li></ul><ul><ul><ul><li>Licenses </li></ul></ul></ul><ul><ul><ul><li>Additional modules </li></ul></ul></ul><ul><ul><ul><li>Types of user </li></ul></ul></ul><ul><ul><ul><li>Current versus planned usage </li></ul></ul></ul><ul><ul><ul><li>Managing code streams and versions </li></ul></ul></ul><ul><ul><ul><li>Integrations </li></ul></ul></ul><ul><ul><ul><li>Sources of data </li></ul></ul></ul><ul><ul><ul><li>Support and maintenance </li></ul></ul></ul><ul><ul><ul><li>Upgrade considerations </li></ul></ul></ul>
  10. 10. Upgrade Considerations <ul><li>Consultancy – what help do you need? </li></ul><ul><ul><ul><li>Strategic and business focus </li></ul></ul></ul><ul><ul><ul><li>Technical and product </li></ul></ul></ul><ul><ul><ul><li>Process and project management </li></ul></ul></ul><ul><ul><ul><li>Light touch or team? </li></ul></ul></ul><ul><li>Training – who and at what level? </li></ul><ul><ul><ul><li>Service and Support staff </li></ul></ul></ul><ul><ul><ul><li>System administrators </li></ul></ul></ul><ul><ul><ul><li>IT users </li></ul></ul></ul><ul><ul><ul><li>Contact users – customers </li></ul></ul></ul><ul><ul><ul><li>Product and process </li></ul></ul></ul><ul><ul><ul><li>Ongoing needs – staff changes, etc. </li></ul></ul></ul>
  11. 11. Upgrade Considerations <ul><li>Benefits – what are we trying to do? </li></ul><ul><ul><ul><li>Costs – operational: </li></ul></ul></ul><ul><ul><ul><ul><li>Efficiency – turnaround times, reduced process bottlenecks </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Reduced or re-engaged staff </li></ul></ul></ul></ul><ul><ul><ul><li>Service quality – first time fix, request fulfillment </li></ul></ul></ul><ul><ul><ul><li>Management Information – visibility and control – decision support </li></ul></ul></ul><ul><ul><ul><li>TCO costs </li></ul></ul></ul><ul><li>Total Cost of Ownership (TCO) - lifecycle costs? </li></ul><ul><ul><ul><li>Implementation/upgrade costs </li></ul></ul></ul><ul><ul><ul><ul><li>License purchase costs </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Integrations </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Consulting & training </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Internal resources (developers, administrators) </li></ul></ul></ul></ul><ul><ul><ul><li>Ongoing / Recurring Costs – 1 – 3 – 5 years </li></ul></ul></ul><ul><ul><ul><ul><li>Licenses </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Maintenance and support </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Consulting & training </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Internal resources (developers, administrators) </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Product upgrade </li></ul></ul></ul></ul>
  12. 12. assyst – The Lowest TCO In The Industry 100K 300K 30K 150K 630K 630K 0 300K 30K 150K 0 1.3M 1.78M 1.84M 200K 1.4M 150K 1M 900K 4.65M 1M Notes: The costs above are an estimation based on an organization with the following requirements. > 300 ad-hoc users who need access to the application > Integration with >10,000 discovered assets from multiple sources > Integration with email for notifications and Active Directory > Integration with 2 different monitoring / alerting systems>full ITIL deployment (Incident, Problem, Change, Asset, Config, CMDB/CMS, Service Request / Service Catalog, SLM, Financial) > Fully functioning test / development system>DR system Infrastructure Software, hardware, storage, data center Infrastructure Software, hardware, storage, data center Infrastructure Software, hardware, storage, data center 1 FTE Only 1 FTE Only 3 FTEs & 2 PTEs Internal People Resources Implementation, upgrades, administration Internal People Resources Implementation, upgrades, administration Internal People Resources Implementation, upgrades, administration Training Training Training User & admin training Consulting Implementation, upgrades, ongoing Consulting Implementation, upgrades, ongoing Consulting Implementation, upgrades, ongoing Software Maintenance for Term Software Maintenance Software Maintenance for Term Total Subscription for Period 300 assyst Users - full ITSM Initial Software Purchase 300 ad-hoc users - full ITSM Initial Software Purchase 300 ad-hoc users - full ITSM 5 YEAR TCO 5 YEAR TCO 5 YEAR TCO assyst SaaS - Next Generation assyst - On Premise Legacy ITSM Solution
  13. 13. Axios Systems – Most Flexible Among ITSM Vendors Next Generation SaaS ITSM built on industry leading tools with better performance. Mature while still state-of-the-art and modern In partnership with customer, planned and expected with no surprises Customer configuration via GUI and drag and drop interface 1 FTE or less to admin Subscription SaaS One consistent state of the art platform all developed in-house Old, purchased, different platforms Technology Seamless, quick (hours not days and months), integrations and configurations stay intact Most often through professional services. Lengthy and expensive Upgrades Customer configuration via GUI and drag and drop interface Custom coding by customer or vendor Customization versus Configuration 1 FTE or less to admin Customer – team of developers and admin Administration Perpetual Perpetual License Model Vendor On Premise On Premise
  14. 14. Gary Stalker Head of Product Development, Axios Systems A Streamlined Approach To ITSM Upgrades
  15. 15. assyst Product Overview
  16. 16. Why Reduce The Burden Of Upgrades? <ul><li>There are a number of reasons why smart vendors should </li></ul><ul><li>enable a simple upgrade path: </li></ul><ul><li>Reducing the number of supported versions, and the associated administration </li></ul><ul><li>Efficiency of fixes and Service Packs </li></ul><ul><li>We are a support organization - just like you </li></ul><ul><li>Gain upgrade momentum </li></ul><ul><li>Customers using the latest code make good references </li></ul>
  17. 17. What Impacts A Vendor’s Ability To Upgrade? <ul><li>There are numerous influencers on a vendor’s upgrade strategy, </li></ul><ul><li>including: </li></ul><ul><li>Acquisition strategy </li></ul><ul><li>Re-alignment of technologies </li></ul><ul><li>Re-alignment of business focus </li></ul><ul><li>Permitting amendments to core schema </li></ul><ul><li>Permitting amendments to core code </li></ul><ul><li>Release cycles which exceed 12 months </li></ul>
  18. 18. So What Does Axios Systems Do? <ul><li>We believe it is an often overlooked criteria in the tool selection </li></ul><ul><li>process, and should be a key component of any evaluation. </li></ul><ul><li>What makes Axios Systems different when it comes to upgrades? </li></ul><ul><li>We build upgradeability into the product from the outset </li></ul><ul><li>“ Will it impact an upgrade?” </li></ul><ul><li>Organic growth strategy = predictable technology platform </li></ul><ul><li>Set performance targets for staff on minimizing </li></ul><ul><li>any upgrade incidents </li></ul><ul><li>Maximum of 12 months release cycle, reducing to 4 months </li></ul><ul><li>Cumulative updates give ability to skip versions if required </li></ul><ul><li>Core belief that it is one of our Unique Selling Points </li></ul>
  19. 19. Technically What’s Different? <ul><li>Axios has implemented a number of strategies to ensure ease of </li></ul><ul><li>upgrades: </li></ul><ul><li>Stable, but continually evolving schema </li></ul><ul><li>Configuration not customization – all stored in database </li></ul><ul><li>Core upgrade, followed by re-application of configurations </li></ul><ul><li>Simple code stream with “customer specials” </li></ul><ul><li>No re-use of tables/ fields - reports and integrations unaffected </li></ul><ul><li>Agile Development methodology </li></ul><ul><li>Specific needs due to SaaS vendor demands </li></ul>
  20. 20. assystSaaS Upgrades - 100% Managed Upgrades <ul><li>We guarantee upgrades don’t break your integrations, configurations or customizations </li></ul><ul><li>Actual upgrade takes 1-2 hours during scheduled maintenance windows </li></ul><ul><li>Axios Performs </li></ul><ul><li>Release Planning </li></ul><ul><li>Regression testing ( old and new features ) </li></ul><ul><li>Documentation and online training where possible </li></ul><ul><li>System testing </li></ul><ul><li>All component testing ( EG – Integrations ) </li></ul><ul><li>Performance testing </li></ul><ul><li>Any hardware provisioning if necessary </li></ul><ul><li>Upgrade of all software components to new versions </li></ul>
  21. 21. So What Does This Mean For Axios? <ul><li>What are the benefits to our organization? </li></ul><ul><li>Greatly reduced support burden </li></ul><ul><li>Nearly 100% of customers on latest versions </li></ul><ul><li>No need for on-site, technical resource </li></ul><ul><li>Developers hate doing support, they love </li></ul><ul><li>working on new stuff </li></ul><ul><li>Reference sites with latest code </li></ul><ul><li>Active and over-subscribed beta program </li></ul><ul><li>Predictable release plan </li></ul>
  22. 22. So What Does This Mean To Our Customers? <ul><li>The benefits to our customers include: </li></ul><ul><li>Massively reduces TCO of their ITSM solutions </li></ul><ul><li>Predictability improves their planning </li></ul><ul><li>Upgrade when they want, not when we want </li></ul><ul><li>No reliance on Axios resources from a budgetary perspective </li></ul><ul><li>Confidence in solution </li></ul><ul><li>Allows their people to concentrate on delivering more value </li></ul>
  23. 23. Customer Example <ul><li>International Bank </li></ul><ul><li>Based: London </li></ul><ul><li>IT support staff: 300 </li></ul><ul><li>Business end users: 15,000 </li></ul><ul><li>No. of assets supported: 40,000 </li></ul><ul><li>Last Major Upgrade: From Version 7.5 to Version 8 (latest) </li></ul><ul><li>End-to-end project time: 1 month </li></ul><ul><li>Planning time for upgrade: 4 days </li></ul><ul><li>Actual upgrade window: 45 minutes </li></ul><ul><li>Axios consulting: 0 days </li></ul>
  24. 24. About University of Notre Dame <ul><li>Founded in 1842. </li></ul><ul><li>Independent university located adjacent to South Bend, IN. </li></ul><ul><li>Admission highly-competitive with 71% of incoming freshman graduating in top 5% of their high school classes. </li></ul><ul><li>Organized into 4 colleges—Arts and Letters, Science, Engineering, and the Mendoza College of Business—the School of Architecture, the Law School, the Graduate School, six major research institutes, more than 40 centers and special programs, and the University library system. </li></ul>
  25. 25. <ul><li>Students, faculty and staff use assyst to </li></ul><ul><li>log Incidents (15,000 users). </li></ul><ul><li>Self-service to students, faculty, staff and </li></ul><ul><li>alumni totaling 120,000. </li></ul><ul><li>Approximately 200 use assyst regularly (Service Desk and Infrastructure). </li></ul><ul><li>Incident Management, Change Management and CMDB deployed, Problem Management is in pilot status, advanced Configuration Management is in planning. </li></ul><ul><li>Will deploy Service Catalog in Q1 2010. </li></ul><ul><li>Currently looking at interfacing with our monitoring infrastructure for Event Management. </li></ul>Our assyst Environment
  26. 26. <ul><li>Normal operations performed by one administrator (have two backup administrators). </li></ul><ul><li>Routine allocation is 3.5 hours per week. </li></ul><ul><li>Have successfully automated routine tasks </li></ul><ul><ul><li>i.e. Business users automatically imported from ERP system. </li></ul></ul><ul><li>assyst runs very smoothly. </li></ul><ul><li>Targeting additional time for primary administrator to become the in-house expert. </li></ul>Day-to-Day Operations
  27. 27. <ul><li>Upgraded from V7.5 to V8.2 as a defined project </li></ul><ul><ul><li>End-to-end project ran approximately four months </li></ul></ul><ul><ul><li>Time to execute actual upgrade: 12 hours </li></ul></ul><ul><ul><li>Primary time allocations were as follows: </li></ul></ul><ul><ul><ul><li>Primary Administrator: 25% </li></ul></ul></ul><ul><ul><ul><li>Database Administrator: 10% </li></ul></ul></ul><ul><ul><ul><li>Service Desk (Functional Lead): 25% </li></ul></ul></ul><ul><ul><ul><li>Project Management: 5% </li></ul></ul></ul><ul><li>Good support during trial database conversion </li></ul><ul><li>Identified about 30 use cases for testing </li></ul><ul><li>Overall the conversion was smooth and easily done </li></ul><ul><ul><li>Configurations passed through into new version seamlessly </li></ul></ul><ul><ul><li>Did not need Axios consultants on-site to perform upgrade </li></ul></ul>Release Upgrades
  28. 28. <ul><li>Like the fact there are no hidden costs – all modules are included and new ones are supplied as part of maintenance costs. </li></ul><ul><li>Training and consulting costs are relatively low compared with other vendors. </li></ul><ul><li>Minimal operational support reduces support costs (with respect to administration). </li></ul><ul><li>Only other charges encountered were for additional licenses when we decided to expand support to new users. </li></ul>Total Cost of Ownership
  29. 29. <ul><li>assyst has more capabilities than are apparent </li></ul><ul><ul><li>Workflow engine allows complex change models </li></ul></ul><ul><ul><li>Supplier and contract maintenance is beneficial </li></ul></ul><ul><ul><li>Web interface provides more flexibility </li></ul></ul><ul><ul><li>Can use to track staff skill inventory. </li></ul></ul><ul><li>Metric development is supported through both out-of-the-box canned and dashboard reports and through reporting packages. </li></ul><ul><li>User Groups allow for exchange of information. </li></ul>assyst as a Solution
  30. 30. Further Resources <ul><ul><li>White Paper coming soon: 5 Upgrade Headaches & How to Avoid Them </li></ul></ul><ul><ul><li>On Demand Webcast: Implementing a Service Catalog – 5 Top Tips </li></ul></ul><ul><ul><li>Other white papers and on Demand webcasts available on </li></ul></ul>Questions?