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Enterprise Service Management & IT Operations Management Coming Together


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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.

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Enterprise Service Management & IT Operations Management Coming Together

  1. 1. Enterprise Service Management & IT Operations Management Coming Together OpsRamp & Flycast Partners
  2. 2. © 2020 OpsRamp. All Rights Reserved. Today’s Speakers 2 Darren Cunningham Vice President Marketing OpsRamp Bobby McCullough Sales Engineer Flycast Partners Curt Thorin Solution Architect OpsRamp
  3. 3. © 2020 OpsRamp. All Rights Reserved. Who is Flycast Partners? 3
  4. 4. © 2020 OpsRamp. All Rights Reserved. Who is Flycast Partners? 4 •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. 5. © 2020 OpsRamp. All Rights Reserved. Agenda 5 • From ITSM to ESM • ITOM + ESM • OpsRamp Demonstration: ESM/ITSM + ITOM • Questions
  6. 6. © 2020 OpsRamp. All Rights Reserved. IT Service Management 6
  7. 7. © 2020 OpsRamp. All Rights Reserved. Enterprise Service Management 7 •Onboarding •Budget Change Request •Room Reservation •Telephone Request •Marketing Plan Approvals •Sales Ops Requests •Customer Knowledge
  8. 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. 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. 10. ITSM + ITOM demo
  11. 11. © 2020 OpsRamp. All Rights Reserved. What you are about to see… 11 • 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. 12. © 2020 OpsRamp. All Rights Reserved. Next Steps Contact Flycast Partners via: 🌐 📧 📲 (844) 359-2278 Check out all of our Tech Talks On Demand: