Product Outline


 SERVICE DESK NOW!™
  ITIL Best Practices ready to use NOW! built on proven software




Gavin McKee
Sol...
Agenda

•   What is Service Desk NOW!
•   How the customer will use SDN!
•   How to implement SDN!




2    16 July, 2010 ...
What’s in Service Desk NOW!




3   16 July, 2010   Copyright © 2009 itsm Partnership. All rights reserved.
Service Desk NOW!™


  NOW!

 “Experience”
“Best Practice”
   “ITIL v3
 Compliance”

  “Scalable”
   “Proven”
“World-leade...
Built In, Ready To Use ITIL Best Practice

•   Expertly applied ITIL Best Practices
    (ITIL V3 Exin accredited)
•   Usef...
What you get with Service Desk NOW!
    • Intuitive Req, Inc, Change, Rel, Prob screens
    • 11 specific service area to ...
Return on Investment (Time)




7   16 July, 2010   Copyright © 2009 itsm Partnership. All rights reserved.
1st Year Cost Comparison

                      $700,000


                      $600,000


                      $500,000...
Comparison to a traditional implementation                            License Unit Costs   Annual Support                 ...
Target Market
•    No Consultants: Customers that can’t justify
     consulting costs for a project to analyse, design &
 ...
Using Service Desk NOW!




11   16 July, 2010        Copyright © 2009 itsm Partnership. All rights reserved.
ITIL v3 Screen Layout
Intuitive Flow based on ITILv3
•    Status -> Summary ->Categorisation
•    Custom Fields for extens...
Customer Use – Online Help
 Online training videos and documents
 Training for all ITIL processes




13   16 July, 2010  ...
Customer – Review Impact/Urgency -
Priority
•    Review the business impact urgency to priority
     mapping
•    Generate...
Customer Use – Review configuration

     Review Configured
     information
     •Categories
     •Workflows
     •Templa...
Customer - Review Spreadsheets
•    Review each spreadsheet
•    Update delete_flag to ‘0’ if not required
•    Add/update...
Review other configuration
     Any other configuration can be extracted, reviewed and updated




17      16 July, 2010  ...
Implementing Service Desk NOW!




18   16 July, 2010   Copyright © 2009 itsm Partnership. All rights reserved.
Services Implementation
Installation Timeline:
•    Capture customer input data (CI’s, calls, people)
     − 2x 2hr Analys...
Install in 30mins




20   16 July, 2010   Copyright © 2009 itsm Partnership. All rights reserved.
Data Migration

•    Data tools allow migration from Legacy CA/ Non CA
     systems
•    Extract data from existing system...
Walkthrough the Data Upload sheet(s)




22   16 July, 2010   Copyright © 2009 itsm Partnership. All rights reserved.
Content Map

•    On-line Videos, documents & process flows
     − Access via help screens
•    Configured Areas, closure ...
Walkthrough other aspects of the content
• Review the process of importing contacts
• Review the Online documentation (eg....
Other applications of Service Desk NOW!

     • Migrating from test to production
       environments
     • Migrating fro...
Questions ?




26   16 July, 2010   Copyright © 2009 itsm Partnership. All rights reserved.
27   16 July, 2010   Copyright © 2008 itsm Partnership. All rights reserved.
Service Desk Now! Product Outline 2010 07 01
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Service Desk NOW! is a product that has ITIL Best Practices ready to use NOW! built on proven CA software

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Service Desk Now! Product Outline 2010 07 01

  1. 1. Product Outline SERVICE DESK NOW!™ ITIL Best Practices ready to use NOW! built on proven software Gavin McKee Solutions & Services © 2009 itsm Partnership Pty Ltd
  2. 2. Agenda • What is Service Desk NOW! • How the customer will use SDN! • How to implement SDN! 2 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  3. 3. What’s in Service Desk NOW! 3 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  4. 4. Service Desk NOW!™ NOW! “Experience” “Best Practice” “ITIL v3 Compliance” “Scalable” “Proven” “World-leader” 4 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  5. 5. Built In, Ready To Use ITIL Best Practice • Expertly applied ITIL Best Practices (ITIL V3 Exin accredited) • Useful built in lessons learnt from other companies like your customers • Valuable tools to extend internal capability • Professional on line training videos • Easy to maintain • Scalable to grow with you 5 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  6. 6. What you get with Service Desk NOW! • Intuitive Req, Inc, Change, Rel, Prob screens • 11 specific service area to assignment mappings • 35 Service Areas • 46 Request quick call templates • ITIL v3 aligned Status and workflows • Change Workflows – Standard, Non Standard Change, Emergency • Release management work flow • 39 SLA notifications • 43 Documents, 21 videos covering 12 ITIL processes • Full details in SDN User Guide document 6 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  7. 7. Return on Investment (Time) 7 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  8. 8. 1st Year Cost Comparison $700,000 $600,000 $500,000 $400,000 $650 $300,000 $200,000 $250 $100,000 $95 $0 Enterprise Small-to-Medium Service Desk NOW! Service Desk NOW!™ Customers will spend half of what most SMB’s will spend and a fifth of what most Enterprise customers will spend. 8 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  9. 9. Comparison to a traditional implementation License Unit Costs Annual Support Annual Costs 9x5 Product Description (EN) List Price Yr1 Yr2 Yr3 Support Problem Isolation BMC Remedy or HP SC Problem Mgmt SW LTU $33,550 $7,220 $40,770 $40,770 $40,770 Change Management BMC Remedy or HP SC Change Mgmt SW LTU $31,450 $6,900 $38,350 $38,350 $38,350 Incident & Request Management BMC Remedy or HP SC Request Mgmt SW LTU $31,450 $6,900 $38,350 $38,350 $38,350 Service level Management BMC Remedy or HP SC SLM Flt Usr Sync SW LTU $7,850 $1,730 $9,580 $9,580 $9,580 BMC Remedy or HP SC KM Search Engine SW Knowledge Management Media $3,750 $0 $3,750 $3,750 $3,750 Knowledge Management BMC Remedy or HP SC KM User 100+/100 SW LTU $15,600 $3,390 $18,990 $18,990 $18,990 License Costs per annum $149,790 $149,790 $149,790 Software/License & Support Costs Assume a 50% Discount $74,895 $74,895 $74,895 ITIL Process Design & Implementation (4 Months - 1.5xVendor Consultants $240,000 @$2K per day) Implementation Costs ITIL Tool Design & Implementation (3 Months - 1.5xVendor Consultants $180,000 @$2K per day) Infrastructure Costs $20,000 $20,000 $20,000 Administration Costs (1xFTE) $80,000 $80,000 $80,000 Total Costs $594,895 $174,895 $174,895 $944,685 itSMP Service Desk NOW! Costings $75,000 $75,000 $75,000 $225,000 Payback occurs in Year 1 + Customer saves $720K over three years $719,685 9 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  10. 10. Target Market • No Consultants: Customers that can’t justify consulting costs for a project to analyse, design & implement • No Admins: Don’t have and don’t plan to have dedicated Service Desk administrators • ITIL start-ups: Want to go on the ITIL journey • 10 – 25 analysts • 50 to 100 IT staff • Annual budget of <$100K p.a to spend on Service Desk • Used to an outsourcing support model (SaaS) 10 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  11. 11. Using Service Desk NOW! 11 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  12. 12. ITIL v3 Screen Layout Intuitive Flow based on ITILv3 • Status -> Summary ->Categorisation • Custom Fields for extension without extra configuration 12 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  13. 13. Customer Use – Online Help Online training videos and documents Training for all ITIL processes 13 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  14. 14. Customer – Review Impact/Urgency - Priority • Review the business impact urgency to priority mapping • Generate the new mapping 14 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  15. 15. Customer Use – Review configuration Review Configured information •Categories •Workflows •Templates •Properties 15 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  16. 16. Customer - Review Spreadsheets • Review each spreadsheet • Update delete_flag to ‘0’ if not required • Add/update entries • ‘Ctrl+T’ to load into SDN 16 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  17. 17. Review other configuration Any other configuration can be extracted, reviewed and updated 17 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  18. 18. Implementing Service Desk NOW! 18 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  19. 19. Services Implementation Installation Timeline: • Capture customer input data (CI’s, calls, people) − 2x 2hr Analysis Workshops used to populate the upload sheet • Install vanilla r11.2, r12 or r12.1 • Run the SDN! Installer − 30 mins • Walk the customer through the configuration − 1x 2hr Demonstration Workshop • 2 Days of Onsite Support post Go-Live − Capture enhancements (eg. Additional Quick Call templates) 19 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  20. 20. Install in 30mins 20 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  21. 21. Data Migration • Data tools allow migration from Legacy CA/ Non CA systems • Extract data from existing system into spreadsheet − Extract Cis, Calls, Categories, Codes etc − Non CA systems from database extracts − Legacy CA systems (e.g., r6) use pdm_extract • Align header names as in example spreadsheet • Upload using spreadsheet tools/myView • From test to production – use full extract and upload using spreadsheet tools/myView 21 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  22. 22. Walkthrough the Data Upload sheet(s) 22 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  23. 23. Content Map • On-line Videos, documents & process flows − Access via help screens • Configured Areas, closure codes, Change workflows, properties etc − Review in Content Spreadsheet • Other configuration/new configuration − Use spreadsheet tools to generate all spreadsheets – review in spreadsheets (upload_data/tmp directory) • Full configuration details − User guide (in install directory) 23 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  24. 24. Walkthrough other aspects of the content • Review the process of importing contacts • Review the Online documentation (eg. what format is it in now) − How can it be modified/localized – easy to do , not easy to do • Review the Out of the Box process workflows • Review the Screen layout changes and why they were made • Review how Screen layout changes were done 24 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  25. 25. Other applications of Service Desk NOW! • Migrating from test to production environments • Migrating from other service desks • You can now easily demonstrate customers data in the CA tool working as part of the bid process • Standardized implementation configuration 25 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  26. 26. Questions ? 26 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.
  27. 27. 27 16 July, 2010 Copyright © 2008 itsm Partnership. All rights reserved.

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