IT Service Management (ITSM) has moved beyond IT and is now often referred to as Enterprise Service Management. Similarly, IT Operations Management (ITOM) has gone beyond disparate monitoring tools and single pane of glass promises to focus on the broader needs of digital operations. In this Tech Talk, FlyCast Partners will join us to discuss Enterprise Service Management - what's changed, what's next and how does it intersect with modern digital operations. As always, we'll discuss the new reality of today's remote IT operations and dive into an OpsRamp demonstration highlighting bi-directional integration with ITSM tools like Cherwell, Ivanti, and ServiceNow. Watch the recording: https://www.brighttalk.com/webcast/17791/427417 Learn more at https://www.opsramp.com Also, follow us on social media channels to learn about product highlights, news, announcements, events, conferences and more: Twitter - https://www.twitter.com/OpsRamp LinkedIn - https://www.linkedin.com/company/opsramp Facebook - https://www.facebook.com/OpsRampHQ/

1. Enterprise Service Management
& IT Operations Management
Coming Together
OpsRamp & Flycast Partners

2. © 2020 OpsRamp. All Rights Reserved.
Today’s Speakers
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Darren Cunningham
Vice President Marketing
OpsRamp
Bobby McCullough
Sales Engineer
Flycast Partners
Curt Thorin
Solution Architect
OpsRamp

3. © 2020 OpsRamp. All Rights Reserved.
Who is Flycast Partners?
3

4. © 2020 OpsRamp. All Rights Reserved.
Who is Flycast Partners?
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•Best Practice Process Engineering
•ITIL Framework
•Operational Efficiency
•Customer Process Development
•Enterprise Service Management
Value-Add Optimization Services
•Project Management
•Architecture and Design
•System Health Checks
•Solution Migration Planning
•Solution Adoption and Utilization Audits
•Remote Administration Services
•Support Services
•ITIL Awareness Training
•ITIL Simulations
•ITIL Certifications
•ITSM/ITAM Solutions
•Various Remote Software Certification Training
•Diverse Team of Consultants
•Best in Class ITSM and ITAM Solutions
•Vendor Certified Implementers
•Experienced Professionals
•Custom Integrations

5. © 2020 OpsRamp. All Rights Reserved.
Agenda
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• From ITSM to ESM
• ITOM + ESM
• OpsRamp Demonstration: ESM/ITSM + ITOM
• Questions

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IT Service Management
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Enterprise Service Management
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•Onboarding
•Budget Change Request
•Room Reservation
•Telephone Request
•Marketing Plan Approvals
•Sales Ops Requests
•Customer Knowledge

8. © 2020 OpsRamp. All Rights Reserved.
ITSM
IT Service Management
Service-oriented
The value chains of people, process, and
technology that work together to deliver
defined business outcomes and value
ITOM
IT Operations Management
Infrastructure-oriented
Manage the system health and uptime of
infrastructure components –
storage, servers, networks
SHARED GOALS
Up-time | Accessibility | Agility | Customer Experience
IT Service and Operations Management

9. © 2020 OpsRamp. All Rights Reserved.
Bringing ITSM and ITOM Together
Seamless integration allows you to be more proactive –
detect and resolve incidents faster – for supporting the
business’ needs.
• Contextualize alert floods and business services
impacted
• Pinpoint and Isolate Root Cause of Incidents
• Prioritize response by impact and urgency
• Escalate incidents to the right teams
• Automate Incident Resolution
• Integrated ticketing and bi-directional communications
 Transparency
 Simplification
 Collaboration
 Governance
 Clear Reporting
Integrate service and operational management
for a more agile IT environment – reduce MTTD
and MTTR, reduce WIP and support the
strategic needs of the business

10. ITSM + ITOM demo

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What you are about to see…
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• A unified, Digital Command Center for business services and
supporting infrastructure for workloads that span on-prem & cloud
• Ensure great digital experiences with transaction monitoring of key
services to be alerted to emerging issues before your customers are impacted
• Work smarter with OpsRamp's OpsQ AIOps engine to quickly identify issues and
provide context while eliminating time-consuming manual effort
• Avoid "swivel-chair" IT with a platform that enables automatic and manual remediation actions
without hopping between multiple tools and interfaces
• Super-Charge your ITSM processes with Automatic Incident Creation & Routing, CDMB
population (resources and relationships!), and automatic maintenance windows from
approved changes

12. © 2020 OpsRamp. All Rights Reserved.
Next Steps
Contact Flycast Partners via:
🌐 www.FlycastPartners.com
📧 info@flycastpartners.com
📲 (844) 359-2278
Check out all of our Tech Talks On Demand:
https://www.opsramp.com/resources/events/#Tech-talks
https://info.opsramp.com/request-demo