Service Management 2009


Published on

Slide deck highlighting the reasons for IT organisations to undertake a "Service Management" approach to providing their customers / users with IT services.

Published in: Technology, Business
1 Like
  • Be the first to comment

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide
  • Virtualisation = RealityFrom ‘data storage’ to ‘information management’There is a need to discover completely the data that is heldAdd meta data to “classify” data in terms of its information value and how it should be accessedTiered Service is happening – ILM to manage data in relation to its “business value” not just its agePerformance, Security, Accessibility, ComplianceAcross heterogeneous drive arrays and tape systemsArchive and Backup are both requiredAccess to information at all times, from all locations, from the entire history of the organisationAgain costs are becoming more visiblePower, People, Media, AccessArchive functionality will grow in importance, rapidly
  • Service Management 2009

    1. 1. Infrastructure Management<br />What is happening?<br />Tony Lock<br />Freeform Dynamics Ltd<br />+44 7711 719113<br /><br /><br />
    2. 2. What is going on?<br /><ul><li>Current IT Initiatives
    3. 3. The Challenges for Infrastructure Management
    4. 4. The Market
    5. 5. Conclusions</li></li></ul><li>The view at the end of 2008... <br />Has the ‘credit crunch’ had an impact on IT investment in your company?<br />Is IT funding in your organisation generally on the way up or down? <br />
    6. 6. Do you have or are you planning to begin initiatives over the next 6 months in any of the following areas?<br />Overall<br />
    7. 7. The virtualisation feel-good factor<br />250-4999 employees<br />
    8. 8. The impact of virtualisation<br />On management and support processes<br />On hardware acquisition strategy<br />
    9. 9. What is going on?<br /><ul><li>Current IT Initiatives
    10. 10. The Challenges for Infrastructure Management
    11. 11. The Market
    12. 12. Conclusions</li></li></ul><li>The Focus Areas For IT Management<br /><ul><li>Infrastructure Basics
    13. 13. Asset / Inventory Management
    14. 14. Configuration and Change Management
    15. 15. Operational Management
    16. 16. Virtual / Physical Infrastructure Discovery
    17. 17. Service Level / Performance Monitoring
    18. 18. Service Level / Performance Management
    19. 19. Root Cause Analysis / Service Optimisation
    20. 20. Business Service Definition and Service Management
    21. 21. Monitoring and Management
    22. 22. Reporting
    23. 23. Financial / Service Feedback
    24. 24. Charge back
    25. 25. “What if” service modelling</li></li></ul><li>To what degree are the following areas a burden to your IT department?<br />At first glance it would appear that individual areas do not present a huge burden to the majority of IT departments. <br /> <br />But the real story is very different<br />
    26. 26. What degree of co-ordination exists within your IT management environment?<br />Positively, we find that most IT departments report at least a co-ordinated approach to IT management, but this is hiding a multitude of sins<br />
    27. 27. Do you try to maintain a clear view of how the various parts of your IT infrastructure relate to each other, e.g. which parts are dependent on which other parts?<br />Few organisations have full capability here yet – half the challenge is in being able to articulate the need for it, the other half actually doing it. <br />
    28. 28. How well do you think IT helps the business achieve its strategic and operational goals in the following areas?<br />Contrary to some opinion, IT today does a pretty good job. That’s not to say it can’t do better, but in the main, things are ‘ok’<br />Figure 1<br />
    29. 29. To what degree does your organisation define SLA’s at an IT component or infrastructure level, e.g. for servers, the network, etc?<br />Having taken most of the last 5 to 10 years to become mainstream, most organisations now track IT performance at component level.<br />
    30. 30. What issues and challenges does this ‘fragmentation’ cause you?<br />Fragmentation causes multiple headaches, not only within the IT department on a day to day basis, but it also limits the effectiveness to which IT can demonstrate its value<br />
    31. 31. Does the organisation measure and report on the following in business terms, i.e. in a way designed for business people to understand?<br />The game has changed. At a time where incremental gains separate performers from also rans, the current set-up is not conducive to allow IT to make its full contribution<br />
    32. 32. To what degree does your organisation define SLA’s at a business service level, e.g. end-to-end SLAs for the performance and availability of applications?<br />The game has changed from monitoring at component level to reconciling their performance against elements that have a business impact. <br />
    33. 33. Does your organisation recognise the concept of “services” in relation to the delivery of IT?<br />Freeform Dynamics projects have measure a constant upwards shift in the volume of organisations which are taking a services approach to IT – Freeform sees this as a key mainstream market shift that shouldn’t be ignored.<br />
    34. 34. How well does IT help the business meet the following goals? ( IT management fragmentation levels 1 to 4, sum of scores 3 and 4)<br />We see ITs ability to assist the business increase in a stepwise fashion as the degree of fragmentation in the IT management environment is reduced.<br />
    35. 35. What is going on?<br /><ul><li>Current IT Initiatives
    36. 36. The Challenges for Infrastructure Management
    37. 37. The Market
    38. 38. Conclusions</li></li></ul><li>The Focus Areas For IT Management<br /><ul><li>Infrastructure Basics
    39. 39. Asset / Inventory Management
    40. 40. Configuration and Change Management
    41. 41. Operational Management
    42. 42. Virtual / Physical Infrastructure Discovery
    43. 43. Service Level / Performance Monitoring
    44. 44. Service Level / Performance Management
    45. 45. Root Cause Analysis / Service Optimisation
    46. 46. Business Service Definition and Service Management
    47. 47. Monitoring and Management
    48. 48. Reporting
    49. 49. Financial / Service Feedback
    50. 50. Charge back
    51. 51. “What if” service modelling</li></li></ul><li>Who’s playing?<br />SpiceWorks<br />Network<br />General<br />Cisco<br />IBM<br />CA<br />Microsoft<br />Symantec<br />HP<br />BMC<br />NimSoft<br />Quest<br />Altiris<br />Wild<br />Packets<br />Big Hitters<br />Challengers<br />Niche Players<br />Open sourcers<br />21<br />
    52. 52. So who are offering Solutions<br /><ul><li> Rapidly maturing market – consolidation
    53. 53. The gang of five
    54. 54. BMC PATROL
    55. 55. CA – Unicenter
    56. 56. HP OpenView
    57. 57. IBM/Tivoli Solutions
    58. 58. Microsoft
    59. 59. Many more niche solutions</li></li></ul><li>So who are offering Solutions<br /><ul><li>Asset, Service Desk, Change Management / CMDB
    60. 60. Hornbill
    61. 61. Intelliden (Network Asset Management)
    62. 62. LanDesk
    63. 63. Novell Zen
    64. 64. PS’SoftQualiparc
    65. 65. Symantec / Altiris
    66. 66. CA Service Desk and CA CMDB</li></li></ul><li>So who are offering Solutions<br /><ul><li>Service Level / Performance Management
    67. 67. Fujitsu SystemWalker
    68. 68. NetQoS
    69. 69. NetScout
    70. 70. Nimsoft
    71. 71. Quest
    72. 72. Radware
    73. 73. CA Traffic Accountant / CA eHealth</li></li></ul><li>What is going on?<br /><ul><li>Current IT Initiatives
    74. 74. The Challenges for Infrastructure Management
    75. 75. The Market
    76. 76. Conclusions</li></li></ul><li>Summary<br /><ul><li>Users expect IT to work well 24 x 7
    77. 77. Systems Management tools are developing rapidly
    78. 78. There is a real business driven need for sophisticated IT Service Management solutions
    79. 79. Asset / Change Management
    80. 80. Service Level Monitoring / Management
    81. 81. Root Cause Analysis
    82. 82. Automation
    83. 83. Reporting and Changeback
    84. 84. The growing deployment of virtualisation and potentially flexible / cloud solutions adds to the need for such tools
    85. 85. Support processes need to advance to make effective use of new management solutions</li>