BMC BSM - Automate Service Management System


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How does the integration of Monitoring, Notification and Ticketing system can help an organization to Automate the Service Management system

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  • ITIL V3 Foundation Course
  • BMC ITSM is the number one software choice for quickly establishing repeatable, efficient, and effective service management processes. This suite of applications provides seamless out-of-the-box workflow automation within and across proven ITIL best practice processes. Only BMC Remedy ITSM unifies service desk, incident, problem, change, asset lifecycle, and service level management applications, as well as a configuration management database (CMDB), with a single data model, workflow platform, and user interface. This unified approach, particularly when enhanced with other BMC solutions for managing IT infrastructure, provides proactive and continuous improvement of service availability, quality, and cost effectiveness in complex enterprise environments. The BMC Remedy ITSM suite includes industry-leading applications: BMC Remedy Service Desk BMC Remedy Asset Configuration Management BMC Remedy Change and Release Management BMC Service Level Management BMC Self Service BMC Identity Management These applications share the included BMC Atrium CMDB to coordinate processes around a single view of how technology components support business services. All are powered by the BMC Remedy Action Request System (AR System), the industry’s leading service process management platform.
  • Just to get an idea of what the problem is about, who is working on it and if a workaround has already been identified, you need 3 mouse-clicks to find the information. And that is if you know exactly what information is behind each tab.
  • Process overview link on console Will launch a static view of the process flow if SMPM is NOT installed Will launch SMPM if installed Process Overview links on main Incident, Problem, and Known Error forms Links will only exist in navigation area if SMPM is installed. BMC Service Management Process Model (SMPM) helps you align people, processes, and technology through the use of visual ITIL process models that tie your service support processes all the way down to work instructions detailing how you use your BMC solutions. Because the model bridges the gap between ITIL guidelines and your service management applications, it enables you to shorten your implementation timeframe, reduce costs, and eliminate the major risk factors associated with IT service management implementations. BMC SMPM provides field-proven processes for BMC Service Support solutions, and includes practical, detailed, and specific instructions on how to support and deliver your services. The model is based on a set of field-proven processes that have already been deployed within numerous service provider organizations in more than 30 countries. These processes, and specifically the work instructions behind them, have been adapted to provide detailed and specific instructions for BMC customers who use BMC Service Support solutions to facilitate their work. What’s more, because BMC SMPM processes are directly supported by BMC Service Support solutions, you can easily bridge the gap between ITIL theory and your service management applications.
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • BMC BSM - Automate Service Management System

    1. 1. BMC BSM Automate the Service Management System
    2. 2. ITIL – For Operational Excellence A process driven approach to developing operationally excellent IT service support and service delivery
    3. 3. Outline <ul><li>Reality Check </li></ul><ul><li>What is ITIL? </li></ul><ul><li>What does it do? </li></ul><ul><li>What does it mean? </li></ul><ul><li>What are its benefits? </li></ul><ul><li>Why is it important for organizations </li></ul><ul><li>Questions </li></ul>
    4. 4. Reality Check <ul><li>IT exists to support the business </li></ul><ul><li>IT Focus : </li></ul><ul><ul><li>Customer Focus </li></ul></ul><ul><ul><li>Process Optimization </li></ul></ul><ul><ul><li>Cost Optimization </li></ul></ul><ul><li>All 3 are important </li></ul>
    5. 5. BSM Decomposition I n t e r net Business Services Business Processes IT Services Resources and Capabilities Personnel Abstraction or Composition
    6. 6. Service & Service Management <ul><li>Service is : </li></ul><ul><ul><li>a means of delivering value to customer </li></ul></ul><ul><ul><li>by facilitating outcomes customers want to achieve </li></ul></ul><ul><ul><li>without the ownership of specific costs and risks </li></ul></ul><ul><li>Service management is : </li></ul><ul><ul><li>set of specialized organizational capabilities </li></ul></ul><ul><ul><li>for providing value to customers </li></ul></ul><ul><ul><li>in the form of services </li></ul></ul>
    7. 7. What is ITIL? <ul><li>ITIL is an acronym for </li></ul><ul><ul><li>Information Technology Infrastructure Library </li></ul></ul><ul><li>Best practice guidance in IT Service Management </li></ul><ul><li>Need for Systems/Frameworks </li></ul><ul><li>Scalable – as per size and need </li></ul><ul><li>Captures Industry wide “Good practices” </li></ul><ul><li>Organizations can adopt and adapt </li></ul><ul><li>What it is not </li></ul><ul><ul><li>Standard </li></ul></ul><ul><ul><li>Method or </li></ul></ul><ul><ul><li>Tool </li></ul></ul><ul><li>It is a de facto Standard </li></ul>
    8. 8. What ITIL does? <ul><li>Manage information </li></ul><ul><li>ITIL provides a documented best practices </li></ul><ul><li>Defines 24 processes in 5 Lifecycle areas </li></ul><ul><li>Builds common lingo for IT and business </li></ul><ul><li>Tells What to do </li></ul>
    10. 10. ITILv3 Core
    11. 11. The Service Lifecycle <ul><li>Service Strategy: ensures strategy is defined, maintained and implemented </li></ul><ul><li>Service Design: Blueprint for converting strategy into reality </li></ul><ul><li>Service Transition: Smooth transition of design into operations </li></ul><ul><li>Service Operation: Value realization through delivery and support of services </li></ul><ul><li>Continual Service Improvement aka CSI: (Remember P-D-C-A) Enabling improvement and providing vehicle for change </li></ul>
    12. 12. What Does ITIL Do? <ul><li>On its own: Nothing </li></ul><ul><li>ITIL provides IT professionals with the knowledge and resources to run and maintain an effective and efficient IT Infrastructure to meet the needs of their customers. </li></ul><ul><li>ITIL is about improving service management in a way that integrates customer value and customer outcomes into the development processes </li></ul><ul><li>Provides channels for business and IT to communicate </li></ul>
    13. 13. Benefits of Using the ITIL Framework: <ul><li>Increase customer satisfaction with IT services </li></ul><ul><li>Reduce risks and costs </li></ul><ul><li>Standards and guidance for IT staff </li></ul><ul><li>A quality approach to IT services </li></ul><ul><li>Improved ROI of IT </li></ul><ul><li>Gartner measurements on ITIL Benefits show that the overall results of moving from no adoption of IT Service Management to full adoption can reduce an organization’s Total Cost of Ownership by as much as 48%. </li></ul>
    14. 14. Why it is Important for IT Organizations? <ul><li>ITIL is about delivering value to customers by Customer Focus, Cost Optimization and Process optimization </li></ul><ul><li>Bridge the Business and IT Gap and reduce tension </li></ul><ul><li>“ Enterprises will realize valuable process improvements and better </li></ul><ul><li>measurement and reporting of process outcomes through the adoption </li></ul><ul><li>of ITIL processes and guidelines. ITIL Brings Clarity to Complex </li></ul><ul><li>Processes” </li></ul><ul><li>- Gartner Report </li></ul>
    15. 15. Implementing ITIL <ul><li>Combine Process and Tool activities from day one as part of a single solution approach </li></ul><ul><li>As the saying goes “if you can’t measure it, you can’t manage it” </li></ul><ul><li>Implementing a service management tool will support: </li></ul><ul><ul><li>Streamlined processes </li></ul></ul><ul><ul><li>Automate tasks, manage and distribute information. </li></ul></ul><ul><ul><li>Knowledge management is a critical component of the service management tool. </li></ul></ul><ul><ul><li>Integrate data control processes </li></ul></ul><ul><ul><li>will ensure that information is current and continues to add value to the service management processes. </li></ul></ul>
    16. 16. Implementing ITIL … <ul><li>Implementing ITIL is not just about evaluating and revising processes, </li></ul><ul><li>It's about change: </li></ul><ul><ul><li>changing the way people work and are rewarded; </li></ul></ul><ul><ul><li>changing technology platforms; </li></ul></ul><ul><ul><li>changing behaviors across an entire organization. </li></ul></ul>
    17. 17. Measurement and Control of IT Services <ul><li>Is based on continual cycle of monitoring, reporting and subsequent action. </li></ul><ul><li>Monitoring and Control </li></ul><ul><ul><li>Is fundamental to the delivery, support and improvement of IT services. </li></ul></ul><ul><li>Monitoring </li></ul><ul><ul><li>Refers to the activity of observing a situation to detect changes that happen over time. </li></ul></ul>
    18. 18. Types of Monitoring <ul><li>Active versus Passive </li></ul><ul><li>Active – </li></ul><ul><ul><li>Refers to the ongoing ‘interrogation’ of a device or system to determine its status. </li></ul></ul><ul><ul><li>It is resource intensive </li></ul></ul><ul><li>Passive – </li></ul><ul><ul><li>Refers to generating and transmitting events to a monitoring agent. </li></ul></ul><ul><ul><li>It correlates event records to determine the meaning of events for appropriate action. </li></ul></ul>
    19. 19. Types of Monitoring ... <ul><li>Reactive versus Proactive </li></ul><ul><li>Reactive – </li></ul><ul><ul><li>Designed to trigger action following a certain type of event or failure. </li></ul></ul><ul><li>Proactive – </li></ul><ul><ul><li>Used to detect patterns of events which indicate that a system or service maybe about to fail. </li></ul></ul><ul><ul><li>Used in Proactive Problem Management. </li></ul></ul>
    20. 20. BMC Ticketing System – Service Desk
    21. 21. <ul><li>Built on the BMC Remedy Action Request System platform </li></ul><ul><li>Part of the BMC Remedy IT Service Management (ITSM) Suite </li></ul><ul><li>Leverages the BMC Atrium CMDB </li></ul><ul><li>Incorporates key workflows across the full ITSM suite </li></ul><ul><li>Includes Incident and Problem Management applications </li></ul>Introduction Service Desk
    22. 22. Service Desk Enhancement <ul><li>BMC Service Desk is an easy-to-use, browser-based service support Application. </li></ul><ul><li>It enables all type of businesses to improve service, achieve compliance, and increase process efficiency throughout the organization. </li></ul><ul><li>Optimize IT assets through better resource efficiency </li></ul><ul><li>Boost process efficiency throughout your organization by implementing IT Infrastructure Library (ITIL )best practices </li></ul>
    23. 23. Features of BMC Remedy Service Desk <ul><li>ITIL V3 compatible </li></ul><ul><li>Dashboards </li></ul><ul><li>Enhanced e-mail integration </li></ul><ul><li>Administration tools </li></ul><ul><li>Dynamic forms </li></ul><ul><li>Workflow engine </li></ul><ul><li>Simplified installation process </li></ul><ul><li>Error logging and diagnostics </li></ul><ul><li>Self-service ticketing </li></ul><ul><li>Service level management </li></ul><ul><li>Asset management </li></ul><ul><li>Web services integration </li></ul><ul><li>Integration with Active Directory </li></ul><ul><li>Real-time reporting </li></ul>
    24. 24. Creating of Tickets (Incident) <ul><li>Requestor Console </li></ul><ul><li>Incident Console->Functions->New Incident. </li></ul><ul><li>Service Request Manager </li></ul><ul><li>BEM-SIM </li></ul><ul><li>Email Notification </li></ul><ul><li>Web-Service </li></ul><ul><li>JAVA-API </li></ul>Automatic Ticket Created
    25. 25. Classic View Simplification - Classic View Primary Information Key Information accessed in 3 mouse-clicks Work Info Requester Classification Vendor Tasks Assignment Classification Tasks Work Info
    26. 26. Service Desk 7.5 – Best Practice ITIL Processes Capability : Process Overview launches BMC Service Management Process Model Value: Fewer processing errors & reduced training cost for service desk staff
    27. 27. Best Practice View
    28. 28. Quick Actions and Exploring Navigation
    29. 29. Investigation and Diagnosis
    30. 30. Resolution and Recovery
    31. 31. Incident Closure
    32. 32. Service Target Information
    33. 33. Key Performance Indicator's (KPIs)
    34. 34. Incident Classification
    35. 35. Incident Management - Escalation <ul><li>There are two levels of escalation possible: </li></ul><ul><ul><li>Transferring an Incident from first-line to second-line support groups or further is called “Functional Escalation” and primarily takes places because of lack of knowledge or expertise </li></ul></ul><ul><ul><li>“ Hierarchical Escalation” can take place at any moment during the resolution process when it is likely that resolution of an Incident will not be in time or satisfactory </li></ul></ul>
    36. 36. Problem Management Console
    37. 37. Known Error
    38. 38. Solution Database
    39. 39. Incident Relationship with Solution Database
    40. 40. Benefits <ul><li>Increase user productivity </li></ul><ul><li>Automate request processing </li></ul><ul><li>Improve end-user satisfaction </li></ul><ul><li>Provide more secure system access </li></ul><ul><li>Provide 24-hour access to end users </li></ul><ul><li>Make better decisions </li></ul><ul><li>Reduce calls </li></ul><ul><li>Cut abandon rates </li></ul><ul><li>Improve teamwork </li></ul><ul><li>Simplify form customization </li></ul><ul><li>Increase efficiency </li></ul><ul><li>Reduce operational expenses </li></ul><ul><li>Integrate with legacy systems </li></ul><ul><li>Effective administration tools </li></ul>
    41. 41. MONITORING
    42. 42. Monitoring – Avoid firefighting with Proactive monitoring Scalability Functionality Cost Enterprise System Management <ul><li>Lower TCO </li></ul><ul><li>Increase Productivity </li></ul><ul><li>Scalable Architecture </li></ul><ul><li>Support Next-generation requirements </li></ul><ul><li>Support ITIL process </li></ul><ul><li>Proactive and service centric </li></ul><ul><li>Open integration with other tools (Remedy) </li></ul>Manageability <ul><li>Customizable </li></ul><ul><li>24x7 Availability </li></ul><ul><li>Accurate monitoring </li></ul><ul><li>and reporting </li></ul><ul><li>Maximize Uptime & Minimize Response Time </li></ul>
    43. 43. Current Challenges <ul><li>Even though everyone has monitoring tools … </li></ul><ul><ul><li>… IT is seen as an inhibitor rather than an enabler to the business </li></ul></ul><ul><li>Costs are still going up </li></ul><ul><ul><ul><li>Cost of server administration are rising at 10% per annum </li></ul></ul></ul><ul><li>No-one knows what is critical </li></ul><ul><ul><ul><li>NOC staff decide what to work on first based on technical judgment and who shouts loudest </li></ul></ul></ul><ul><li>Too many people are needed </li></ul><ul><ul><ul><li>On average it takes 14 people to fix a typical day-to-day problem </li></ul></ul></ul><ul><li>They are not delivering </li></ul><ul><ul><ul><li>70% incidents are reported by end-users before IT even knows there is a problem </li></ul></ul></ul>
    44. 44. BMC BSM implementation takes you closer… … to ITIL aligned IT Infrastructure Management <ul><li>Since business runs on IT, then IT should run based on business priorities. </li></ul><ul><li>It is a comprehensive approach and unified platform for running IT. </li></ul><ul><li>It simplify and apply standard processes across your IT organization. </li></ul><ul><li>Organizations around the world and in every industry are using BSM to reduce the cost of running IT, increase business impact, improve quality of service, manage risk, and provide transparency to business stakeholders .  </li></ul><ul><ul><li>Business Service Management (BSM) </li></ul></ul>Business Service Management It is a dynamic IT management strategy that enables companies to align their IT operations and resources with their key business objectives
    45. 45. <ul><li>BMC Service Support </li></ul><ul><ul><li>Reduce complexity and make customer support, change management, and asset management integrated and efficient </li></ul></ul><ul><li>BMC Service Assurance </li></ul><ul><ul><li>Find and fix problems before your users do with analytics, event automation, and performance management </li></ul></ul><ul><li>BMC Service Automation </li></ul><ul><ul><li>Automate repetitive, manual tasks to eliminate errors and get things done more quickly </li></ul></ul><ul><li>BMC Atrium </li></ul><ul><ul><li>Unify data and processes from disparate IT management tools and discover, model, visualize, and assign priorities to business services </li></ul></ul><ul><ul><li>BMC BSM Terminology </li></ul></ul>
    46. 46. <ul><ul><li>The 3 ‘Service’ Disciplines of BSM </li></ul></ul>CMDB. Dashboards and Analytics. Discovery. Process and Task Orchestration. Service Level Management. Self Service. Service Desk. Problem Resolution. Asset Management. Change and Release. Identity Management. Event and Impact. Predictive Analysis. Scheduling. Problem Resolution. Performance, Availability, and Recovery. Provisioning. Change and Release. Configuration Automation. Capacity. Audit and Compliance.
    47. 47. Q&A