The document discusses ASG's Path to Optimization which helps customers move from reactive to proactive management of their IT infrastructure and business services. It outlines 4 levels - from basic monitoring and management to predictive analytics and optimization. ASG provides out-of-the-box solutions built on their Business Service Performance (BSP) platform to help customers implement levels 2-3 around areas like applications, infrastructure, service support and information management. The solutions provide benefits like reduced costs, improved services and business alignment. Customer stories demonstrate how the solutions have helped optimize operations.
Ronald Drew is a project management professional with experience leading teams and implementing various systems and process transformations. He has expertise in transforming legacy systems to .NET and SQL, SAP implementations, and Oracle Financials. Drew is skilled in change management, business improvement, IT transformation, and operational improvement. He understands business processes extremely well and is able to quickly build relationships and secure buy-in.
The document provides an overview of ITIL (Information Technology Infrastructure Library) IT service management. It discusses what ITIL is, its key concepts and processes. ITIL is a framework that provides best practices for IT service management. It aims to align IT services with business needs. The document outlines some of ITIL's core operational and tactical processes like service desk, incident management, problem management, change management etc. It also discusses how organizations can implement ITIL and some benefits of adopting ITIL practices.
Best ITIL Certification Training Program by IBM - Providing Quality Education to People. People who have enrolled with ThinkFaculty ITIL Program have successfully passed the examinations.
The document provides definitions and explanations of key terms related to IT service management based on ITIL best practices. It defines concepts like service level agreements, operational level agreements, underpinning contracts, service catalogs, service level requirements, service level targets, capabilities, configuration items, key performance indicators, critical success factors, availability, and maintainability. The definitions are concise explanations of each term in the context of ITIL.
Ronald Drew is a project management professional with experience leading teams and implementing various systems and process transformations. He has expertise in transforming legacy systems to .NET and SQL, SAP implementations, and Oracle Financials. Drew is skilled in change management, business improvement, IT transformation, and operational improvement. He understands business processes extremely well and is able to quickly build relationships and secure buy-in.
The document provides an overview of ITIL (Information Technology Infrastructure Library) IT service management. It discusses what ITIL is, its key concepts and processes. ITIL is a framework that provides best practices for IT service management. It aims to align IT services with business needs. The document outlines some of ITIL's core operational and tactical processes like service desk, incident management, problem management, change management etc. It also discusses how organizations can implement ITIL and some benefits of adopting ITIL practices.
Best ITIL Certification Training Program by IBM - Providing Quality Education to People. People who have enrolled with ThinkFaculty ITIL Program have successfully passed the examinations.
The document provides definitions and explanations of key terms related to IT service management based on ITIL best practices. It defines concepts like service level agreements, operational level agreements, underpinning contracts, service catalogs, service level requirements, service level targets, capabilities, configuration items, key performance indicators, critical success factors, availability, and maintainability. The definitions are concise explanations of each term in the context of ITIL.
Itil & Process Concepts Awareness Tadawul 5 Of March 2007Abdulaziz AlFaify
1. The document provides an introduction to ITIL (Information Technology Infrastructure Library) framework and IT processes, focusing on key concepts such as processes, service management, and ITIL certifications.
2. It explains important ITIL processes like incident management, problem management, change management, and release management. The goal of these processes is to improve service quality and reduce costs.
3. Implementing ITIL involves understanding processes, aligning people and roles, and using technology to support efficient service delivery and management. ITIL adoption brings benefits like improved services, reduced costs, and better alignment of IT with business needs.
This document discusses enterprise architecture and its role in business execution. It provides an overall model with three levels: the operating model which defines business integration and standardization requirements, the enterprise architecture which organizes business processes and IT infrastructure to meet those requirements, and the IT engagement model which ensures business and IT projects achieve objectives. It also describes four common operating models based on levels of business process integration and standardization. The document emphasizes that enterprise architecture should guide the operating model and discusses how the different architecture maturity stages impact flexibility, learning requirements, and outsourcing relationships.
The document provides an overview of ITIL Service Design. It discusses key topics including service design principles, processes, organizing for service design, technology considerations, and implementing service design. The goal of service design is to design IT services that satisfy business needs, can be efficiently developed and enhanced, and have an effective service management system to manage services through their lifecycle. Specialization and coordination across the service lifecycle are important to manage expertise and reduce gaps.
The document provides an overview of an ITIL Foundation course, including its objectives, agenda, and content. The key points are:
- The course aims to increase understanding of IT service management processes and concepts based on ITIL best practices.
- Topics covered include service desk, incident management, problem management, change management, and other ITIL processes.
- ITIL is a collection of best practices for IT service management and has become the de facto international standard.
The document outlines an operating model design for managed IT services. It includes discussions of key elements like processes, governance, sourcing, services, and measurement. The agenda covers assumptions, operating model scope, value proposition, design approach, a high-level process model mapped to ITIL processes, how the model can be used for business planning, candidate operational flows, and next steps. The goal is to design an efficient operating model that improves customer experience, revenue, and organizational maturity through best practices like ITIL.
ITIL foundations - Complete introduction to ITIL phases, lifecycle and processesRichard Grieman
ITIL V3 Foundations introduction for certification study, classroom and training. Includes terms, objectives, functions and resource requirements for all five ITIL phases: Service Strategy, Service Design, Service Transition, Service Operation and Continuous Service Improvement. Study guide for ITIL training and certification
This document provides an overview and introduction to ITIL V3 Foundations. It discusses key concepts in IT service management including the ITIL framework, service lifecycle phases, and ITIL processes and functions. The goals of ITSM are to improve quality of service provisioning, justify costs, meet business demands, and provide measurable ROI. ITIL is a widely adopted best practice for ITSM based on standards, industry practices, and experience. It aims to align IT with business needs through the service lifecycle phases of strategy, design, transition, operation, and continual improvement.
- ITIL is a framework that provides best practices for IT service management. It covers the entire service lifecycle from strategy to continual improvement.
- ITIL has evolved through multiple versions with the current version being ITIL v3 from 2007. ITIL v3 defined 5 core publications and 26 processes.
- Implementing ITIL helps organizations improve customer satisfaction, reduce costs, and align IT with business goals through standardized processes and collaboration between IT and business teams.
This presentation focuses on the Service Design Phase. There are seven processes in this phase: Service Catalog and Service Level Management, and Availability, Capacity, Continuity, and Security Management. For each process we will discuss the objectives, benefits, and, at a high level, the activities undertaken. Finally we will look at the inputs to Service Design and the outputs that can be expected from this phase.
Learning Objectives
The participants will be able to:
• Identify the key differences and similarities between ITILV2 & ITILV3
• Not only get a better understanding of the processes in the Service Design Phase of ITILV3 but also the underlying activities
• Define the inputs and outputs for this phase and how they relate to the full service life cycle
• Identify key action points after the presentation for their respective organizations
ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014Patricia NENZI
This document provides an overview of ITILv3 (Information Technology Infrastructure Library version 3). It discusses what ITIL is, the key differences between versions 1, 2, and 3. It then covers some of ITIL's key concepts like services, service levels, configuration management, and the service lifecycle. The service lifecycle consists of five stages: service strategy, service design, service transition, service operation, and continual service improvement. The document provides brief explanations of some of the processes within these stages, including service portfolio management, financial management, and capacity management.
The document provides an overview of ITIL (Information Technology Infrastructure Library) v3. It discusses key concepts in ITIL like service management, service lifecycles, and certifications. The service lifecycle in ITIL v3 includes service strategy, service design, service transition, service operation, and continual service improvement.
ITIL benefits include increased efficiency, customer satisfaction, agility, cost reduction, compliance, and realized savings. Companies implementing ITIL processes see benefits like increased productivity, reduced downtime, optimized service levels, and demonstrated IT value. Case studies found significant cost savings, such as Shell Oil saving $5M on software upgrades and Nationwide Insurance reducing outages 40%.
The document discusses implementing a two-pronged approach to connecting applications and data sources across an enterprise using a middleware platform and APIs. The approach aims to provide loose coupling between systems for flexibility and plug-and-play connectivity through self-service APIs to enable faster delivery. A canonical data model is proposed to allow decoupling from different data formats and an enterprise API portal is suggested to expose data and functionality through a centralized access point for various consumer applications.
Notes On Intranet Implementation And RoadmapAlan McSweeney
The document discusses plans for implementing an intranet at an organization. It outlines objectives like providing information and enabling collaboration. It discusses types of implementations, security considerations, content management workflows, and the need for requirements analysis. Key recommendations include defining standards, using a content management system, and taking a phased implementation approach to deploy core functionality and applications over time. Success requires commitment, devolved content generation, and consistent design.
ITIL Foundation in IT Service Management Alkesh Mishra
The document provides an overview of ITIL (Information Technology Infrastructure Library), which is a framework for IT service management. It describes the key components of ITIL including the service lifecycle (service strategy, design, transition, operation, and continual service improvement), certification levels (foundation, intermediate, expert), and intermediate modules (lifecycle and capability). The purpose of ITIL is to help organizations align IT services with business needs, deliver value, and improve processes. Adopting ITIL best practices can benefit organizations through improved efficiency, quality, and reduced costs.
The document provides an overview of a corporate data warehouse programme with the objective of improving information management and business performance. The programme will involve implementing a data warehouse, data quality processes, and reporting tools to create a single source of information and enable deeper data-driven insights. It will require changes to organizational culture, roles, and processes and will be governed by a programme management office to ensure goals are achieved.
Bhautik Parekh is an Azure Solutions Architect with over 16 years of experience in IT strategy, infrastructure management, and project delivery. He currently works as a Technical Program Manager at Amazon India, where he leads programs to optimize e-commerce operations. Previously, he held senior roles at Microsoft, Royal Bank of Scotland, and Capgemini, managing global projects, teams, and vendor relationships. Bhautik has expertise in cloud migrations, data center consolidation, automation, and ensuring compliance. He is proficient in ITIL, Prince2, and PMP methodologies.
IBM Maximo Asset Management Essentials is an asset and service management software designed for small and mid-sized organizations. It allows users to track asset data, create work orders, manage inventory and procurement, and monitor key performance indicators. The software provides a cost-effective solution for essential asset management functions and can seamlessly scale with a company as their needs grow.
This document outlines a team's plan to evaluate and select a new inventory system. It details the team members and timeline for vendor research, demonstrations, requirements assessment, and vendor selection. The team's objectives are to find a system that matches their requirements, including features like replenishment, cycle counting, traceability, and warehousing. Special considerations for the inventory system include accuracy, cost reduction, and flexibility. The document also lists the team's requirements and evaluates whether the featured package matches them.
This document provides an overview of ITIL (Information Technology Infrastructure Library) concepts including the ITIL service lifecycle. It defines key terms like service, service management, and discusses ITIL versions 2 and 3. It also covers ITIL principles such as focusing on customer satisfaction and the strategic role of IT. Process models, organizational roles, and the five stages of the ITIL service lifecycle are outlined.
Itil & Process Concepts Awareness Tadawul 5 Of March 2007Abdulaziz AlFaify
1. The document provides an introduction to ITIL (Information Technology Infrastructure Library) framework and IT processes, focusing on key concepts such as processes, service management, and ITIL certifications.
2. It explains important ITIL processes like incident management, problem management, change management, and release management. The goal of these processes is to improve service quality and reduce costs.
3. Implementing ITIL involves understanding processes, aligning people and roles, and using technology to support efficient service delivery and management. ITIL adoption brings benefits like improved services, reduced costs, and better alignment of IT with business needs.
This document discusses enterprise architecture and its role in business execution. It provides an overall model with three levels: the operating model which defines business integration and standardization requirements, the enterprise architecture which organizes business processes and IT infrastructure to meet those requirements, and the IT engagement model which ensures business and IT projects achieve objectives. It also describes four common operating models based on levels of business process integration and standardization. The document emphasizes that enterprise architecture should guide the operating model and discusses how the different architecture maturity stages impact flexibility, learning requirements, and outsourcing relationships.
The document provides an overview of ITIL Service Design. It discusses key topics including service design principles, processes, organizing for service design, technology considerations, and implementing service design. The goal of service design is to design IT services that satisfy business needs, can be efficiently developed and enhanced, and have an effective service management system to manage services through their lifecycle. Specialization and coordination across the service lifecycle are important to manage expertise and reduce gaps.
The document provides an overview of an ITIL Foundation course, including its objectives, agenda, and content. The key points are:
- The course aims to increase understanding of IT service management processes and concepts based on ITIL best practices.
- Topics covered include service desk, incident management, problem management, change management, and other ITIL processes.
- ITIL is a collection of best practices for IT service management and has become the de facto international standard.
The document outlines an operating model design for managed IT services. It includes discussions of key elements like processes, governance, sourcing, services, and measurement. The agenda covers assumptions, operating model scope, value proposition, design approach, a high-level process model mapped to ITIL processes, how the model can be used for business planning, candidate operational flows, and next steps. The goal is to design an efficient operating model that improves customer experience, revenue, and organizational maturity through best practices like ITIL.
ITIL foundations - Complete introduction to ITIL phases, lifecycle and processesRichard Grieman
ITIL V3 Foundations introduction for certification study, classroom and training. Includes terms, objectives, functions and resource requirements for all five ITIL phases: Service Strategy, Service Design, Service Transition, Service Operation and Continuous Service Improvement. Study guide for ITIL training and certification
This document provides an overview and introduction to ITIL V3 Foundations. It discusses key concepts in IT service management including the ITIL framework, service lifecycle phases, and ITIL processes and functions. The goals of ITSM are to improve quality of service provisioning, justify costs, meet business demands, and provide measurable ROI. ITIL is a widely adopted best practice for ITSM based on standards, industry practices, and experience. It aims to align IT with business needs through the service lifecycle phases of strategy, design, transition, operation, and continual improvement.
- ITIL is a framework that provides best practices for IT service management. It covers the entire service lifecycle from strategy to continual improvement.
- ITIL has evolved through multiple versions with the current version being ITIL v3 from 2007. ITIL v3 defined 5 core publications and 26 processes.
- Implementing ITIL helps organizations improve customer satisfaction, reduce costs, and align IT with business goals through standardized processes and collaboration between IT and business teams.
This presentation focuses on the Service Design Phase. There are seven processes in this phase: Service Catalog and Service Level Management, and Availability, Capacity, Continuity, and Security Management. For each process we will discuss the objectives, benefits, and, at a high level, the activities undertaken. Finally we will look at the inputs to Service Design and the outputs that can be expected from this phase.
Learning Objectives
The participants will be able to:
• Identify the key differences and similarities between ITILV2 & ITILV3
• Not only get a better understanding of the processes in the Service Design Phase of ITILV3 but also the underlying activities
• Define the inputs and outputs for this phase and how they relate to the full service life cycle
• Identify key action points after the presentation for their respective organizations
ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014Patricia NENZI
This document provides an overview of ITILv3 (Information Technology Infrastructure Library version 3). It discusses what ITIL is, the key differences between versions 1, 2, and 3. It then covers some of ITIL's key concepts like services, service levels, configuration management, and the service lifecycle. The service lifecycle consists of five stages: service strategy, service design, service transition, service operation, and continual service improvement. The document provides brief explanations of some of the processes within these stages, including service portfolio management, financial management, and capacity management.
The document provides an overview of ITIL (Information Technology Infrastructure Library) v3. It discusses key concepts in ITIL like service management, service lifecycles, and certifications. The service lifecycle in ITIL v3 includes service strategy, service design, service transition, service operation, and continual service improvement.
ITIL benefits include increased efficiency, customer satisfaction, agility, cost reduction, compliance, and realized savings. Companies implementing ITIL processes see benefits like increased productivity, reduced downtime, optimized service levels, and demonstrated IT value. Case studies found significant cost savings, such as Shell Oil saving $5M on software upgrades and Nationwide Insurance reducing outages 40%.
The document discusses implementing a two-pronged approach to connecting applications and data sources across an enterprise using a middleware platform and APIs. The approach aims to provide loose coupling between systems for flexibility and plug-and-play connectivity through self-service APIs to enable faster delivery. A canonical data model is proposed to allow decoupling from different data formats and an enterprise API portal is suggested to expose data and functionality through a centralized access point for various consumer applications.
Notes On Intranet Implementation And RoadmapAlan McSweeney
The document discusses plans for implementing an intranet at an organization. It outlines objectives like providing information and enabling collaboration. It discusses types of implementations, security considerations, content management workflows, and the need for requirements analysis. Key recommendations include defining standards, using a content management system, and taking a phased implementation approach to deploy core functionality and applications over time. Success requires commitment, devolved content generation, and consistent design.
ITIL Foundation in IT Service Management Alkesh Mishra
The document provides an overview of ITIL (Information Technology Infrastructure Library), which is a framework for IT service management. It describes the key components of ITIL including the service lifecycle (service strategy, design, transition, operation, and continual service improvement), certification levels (foundation, intermediate, expert), and intermediate modules (lifecycle and capability). The purpose of ITIL is to help organizations align IT services with business needs, deliver value, and improve processes. Adopting ITIL best practices can benefit organizations through improved efficiency, quality, and reduced costs.
The document provides an overview of a corporate data warehouse programme with the objective of improving information management and business performance. The programme will involve implementing a data warehouse, data quality processes, and reporting tools to create a single source of information and enable deeper data-driven insights. It will require changes to organizational culture, roles, and processes and will be governed by a programme management office to ensure goals are achieved.
Bhautik Parekh is an Azure Solutions Architect with over 16 years of experience in IT strategy, infrastructure management, and project delivery. He currently works as a Technical Program Manager at Amazon India, where he leads programs to optimize e-commerce operations. Previously, he held senior roles at Microsoft, Royal Bank of Scotland, and Capgemini, managing global projects, teams, and vendor relationships. Bhautik has expertise in cloud migrations, data center consolidation, automation, and ensuring compliance. He is proficient in ITIL, Prince2, and PMP methodologies.
IBM Maximo Asset Management Essentials is an asset and service management software designed for small and mid-sized organizations. It allows users to track asset data, create work orders, manage inventory and procurement, and monitor key performance indicators. The software provides a cost-effective solution for essential asset management functions and can seamlessly scale with a company as their needs grow.
This document outlines a team's plan to evaluate and select a new inventory system. It details the team members and timeline for vendor research, demonstrations, requirements assessment, and vendor selection. The team's objectives are to find a system that matches their requirements, including features like replenishment, cycle counting, traceability, and warehousing. Special considerations for the inventory system include accuracy, cost reduction, and flexibility. The document also lists the team's requirements and evaluates whether the featured package matches them.
This document provides an overview of ITIL (Information Technology Infrastructure Library) concepts including the ITIL service lifecycle. It defines key terms like service, service management, and discusses ITIL versions 2 and 3. It also covers ITIL principles such as focusing on customer satisfaction and the strategic role of IT. Process models, organizational roles, and the five stages of the ITIL service lifecycle are outlined.
Sinoptix faster business through application management outsourcingPaul Costea
Application Management outsourcing is an approach that saves clients time and money while giving them the peace of mind that they can benefit from their functionality at the highest level of availability.
This document provides an overview of IT service management (ITSM) and IT Infrastructure Library (ITIL) best practices. ITSM aims to align IT services with business needs, improve quality, and reduce costs. ITIL provides standard processes for IT service support, including incident management, problem management, change management, and configuration management. The document defines objectives and key performance indicators for evaluating these IT service management processes.
This is a slide deck that was assembled as a result of months of Project work at a Global Multinational. Collaboration with some incredibly smart people resulted in content that I wish I had come across prior to having to have assembled this.
The overwhelming challenges of IT infrastructure managementNIIT Technologies
CIOs are now looking at IT infrastructure management as a mean to drive business transformation. To transform the way businesses work, CIOs need responsive systems and processes to bridge the gap between operations and business. With this understanding, IT leaders need to align IT with business and manage IT infrastructure as a service model. This paper surveys the challenges service providers face in managing IT infrastructures. It also lists down solutions for the effective management of IT infrastructures.
The document discusses various IT management frameworks and disciplines including: Application Lifecycle Management, Project Portfolio Management, IT Governance, IT Service Management, Application Performance Management, Business Activity Monitoring, Enterprise Architecture Management, Service Oriented Architecture, IT Asset Management, Information Security, Knowledge Management, Enterprise Content Management, and Business Service Management. Each section provides a brief overview of the purpose and goals of each discipline.
ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014Patricia NENZI
This document provides an overview of ITILv3 and its key concepts. ITIL is a framework for IT service management best practices that focuses on aligning IT services with business needs. Version 3 simplified the framework into 5 core publications and placed more emphasis on strategic guidance. The service lifecycle consists of 5 stages: service strategy, design, transition, operation, and continual service improvement. The goal is to design, transition, and operate services that meet business requirements and strategic objectives.
2015 ITSMF USA Student Case CompetitionTarun Khatri
To define a service based delivery model, enabling the business units to pay per use for the services they need and IT to deliver the services at the speed of business
MSP Best Practice Integrating your RMM with your PSA Solution for Maximum Pr...Kaseya
The proper integration of your Remote Monitoring & Management (RMM) solution with your Professional Services Automation (PSA) tool yields service delivery efficiencies greater than the sum of their parts. But no vendor offers a true, tight integration of both technologies, so how do you accomplish this?
You Have To Follow A Best Practice
In this 60 minute webinar, former MSP owner and renowned MSP expert Erick Simpson of SPC International will teach you the importance of process integration and optimization, so you can get the most out of Kaseya and your PSA tool using effective service delivery management best practices.
In This Webinar You'll Learn:
Key industry best practices for PSA process design and implementation using several proprietary techniques – based on years of practical experience with all the common PSA tools)
How to integrate and configure best practice processes, procedures, workflows, forms, agreements, and templates for maximum effectiveness
What to expect during your integration journey, with examples of client onboarding, project initiation, change management, billing/accounting management, SLA management, marketing/sales process, and more
How other MSPs have used these techniques and increased profitability by 20% - or MORE
And much more
5 Keys to Improved IT Operation ManagementPrecisely
IT Operations Management (ITOM) is more important than ever in today’s fast-changing world. It helps IT to ensure availability, maintenance, and deployment of hardware, software, services, and processes. Companies who rely on ServiceNow have invested in solving this challenge and trying to get a comprehensive view of their entire infrastructure.
However, for many of them, there is one crucial area of missing data. ServiceNow does not natively discover critical infrastructure resources from IBM Power Systems and IBM Z mainframes. This can leave them vulnerable to blind spots, their ITOM initiatives can go awry, and periods of downtime can be extended.
Join us for this webinar we will cover:
· The five key ITOM enablers to gain complete visibility into all areas of the infrastructure.
· How Ironstream for ServiceNow can fill the gaps in ITOM coverage
· How Discovery, Service Mapping, and Event Management work together to deliver ITOM success
WebXpress Business Intelligence CapabilityWebXpress.IN
Business intelligence and analytics can provide logistics companies with a competitive advantage by enabling efficient decision making. WebXpress and Qlikview provide a business intelligence solution for logistics companies that offers several benefits over traditional BI implementations. WebXpress has built-in analytics templates that can be implemented quickly. Qlikview is an intuitive self-service BI tool that allows users at all levels of an organization to access and interact with data. Together, WebXpress and Qlikview offer logistics companies analytics capabilities from day one at a lower cost and faster timeline compared to traditional multi-month BI projects.
As the IT footprint expands in the organization, CIOs budgets keep growing, some having multi-billion annual budgets in the case of large organizations.
CXOs require CIOs to provide cost transparency, control, as well as cost optimization and efficiency. We offer a unique combination of consulting service and an application to enhance your visibility on IT costs and ease communication.
BPM for Manufacturing (Business Process-Centric Manufacturing) v4Sudhir(SMACI) Menon
The document discusses Oracle's manufacturing solutions including Oracle BPM Suite. It provides examples of how Oracle BPM Suite has helped companies like Pratt & Whitney optimize engine maintenance processes, The Babcock & Wilcox Company improve their sales processes, and a manufacturing company streamline their accounts payable approval process. The document also discusses how BPM can help with challenges like inventory optimization, new product introduction, customer centricity, and channel operational efficiencies.
The document discusses enterprise process automation and introduces the HelpSystems Enterprise Process Automation Suite. It begins with an overview of the value of enabling business agility through automating complex business processes. It then discusses the HelpSystems solutions of Skybot Scheduler for job scheduling and AutoMate for business process automation. Finally, it provides examples of how the two products can be integrated in a unified approach to optimize business performance.
Teleran provides products and solutions to help customers build better intelligence from their data-intensive applications. Their technology includes iSight, which provides 360-degree visibility into user activity and behavior, and iGuard, which enforces policies to prevent inappropriate queries and guide users. Teleran helps customers minimize costs, simplify management, and improve the business value of their data.
The document provides an overview of ITIL (Information Technology Infrastructure Library) which is a framework of best practices for IT service management. It discusses key concepts in ITIL including the service lifecycle, roles, and objectives to improve quality and reduce costs. The service lifecycle includes service strategy, service design, service transition, service operation, and continual service improvement.
O futuro de TI passa por compreender a transformação digital dos negócios e qual papel ela deve se desempenhar neste novo cenário cada vez mais próximo. A resposta para esta transformação passa pela Arquitetura Corporativa (EA).
1. The Path To OptimizationThe Path To Optimization
UsingUsing
ASG’s metaCMDBASG’s metaCMDB
An Executive SeminarAn Executive Seminar
www.asg.comwww.asg.com
2. ASG’s Corporate UpdateASG’s Corporate Update
Our Company
• Technologies across Business Service Management , IT
Infrastructure & Operations, Applications Management, and
leader in Information Management and Metadata
Management
• US$400 million privately-held enterprise software company
• More than 1,400 employees, over 90 offices around the world
• Presence in more than 50 countries – offices in 30+ countries
• More than 8,500 worldwide customers
Our Value
• Customer-focused development
• Flexible licensing models
• Breadth of solutions
• Federate literally anything to anything
Our Goal
• To provide software solutions that help clients optimize IT from
a quality-of-service and a business perspective
3. Modern IT infrastructures
have been focused on
service orientation
and agility …
… but in these “unprecedented
economic times” IT must shift
from simply running the
business to facilitating
business survivalsurvival.
4. How to Plot Your 2009 IT StrategyHow to Plot Your 2009 IT Strategy
The IT strategy must focus on
business survival
First, look at the core spend in key areas to see what can be
eliminated, reduced or deferred without hurting operational
performance or stacking up major future problems.
Second, focus on using your resources effectively to meet your core
spend objectives - optimize.
Third, focus on the things you do in IT that help the business defend
revenue and maintain margins - optimize.
Fourth, only execute IT projects that provide quick ROI with low
resource investment -optimize.
Spend a little, save a lot and self fund the next project(s)…..
It is not about IT, it is about the business.
Change ITSM to BSM - OPTIMIZE
5. Expectations of Business UsersExpectations of Business Users
Have ChangedHave Changed
• Users expect QUALITY of
their business services
• QUALITY is a combination of
IT Availability and
Performance across the entire
enterprise
• The proper metrics show the
business users the QUALITY
of the services IT provides
6. ASG’s Path to OptimizationASG’s Path to Optimization
IT Areas
Reactive
Normalized
Managed
Optimized
Level 1
Level 2
Level 3
Level 4
• Utilizing technology
that is focused on
specific tasks to
improve operations
within an IT domain
• Aggregation and
presentation of key
metrics from diverse
technologies to
assess the health of
IT services
• Understanding and
managing the
complex
relationships of IT
assets to determine
the impact on
business services
• Enabling service
optimization via
predictive analysis,
automation, and
broad federation to
drive the success of
business outcomes
• Federating to
multiple CMDBs and
data stores
Business &
IT Services
Proactive BSMIT ServicesDomain
20090122
8. The Path to Applications Management OptimizationThe Path to Applications Management Optimization
IT Areas
Reactive
Normalized
Managed
Optimized
Level 1
Level 2
Level 3
Level 4
• Basic understanding of
the most critical
application assets
• No comprehensive
inventory of the
application portfolio
and limited
understanding of the
complex relationships
between components
• Aggregation and
presentation of key
technical metrics and
rationalizing the assets
in your portfolio
• View key application
asset relationships
across various
platforms
Managing the complex
issues associated with
the assets and
optimizing them based
on user demand,
financial, technical, and
related criteria
Proactive
management
throughout the
lifecycle of an
application asset to
optimize resources
and focus on
business objectives
Portfolio
Management
Proactive BSM
Portfolio
Analysis
Discovery &
Understanding
9. The Path to Information Management OptimizationThe Path to Information Management Optimization
IT Areas
Reactive
Normalized
Managed
Optimized
Level 1
Level 2
Level 3
Level 4
• Content is captured and
stored in one or more
repositories limited to
specific areas of the
business or
departments
• Need to coordinate and
streamline content-
related activities
• Workflows created for
basic content
management processes
• Increased need to
monitor the health of
mission-critical content
applications
• Content retention and
storage is automatically
managed
• Proactive monitoring
and management to
ensure adherence to
compliance regulations
• Content is federated for
easy access, analysis
and collaboration
• Modular content is
assembled at time of
consumption
• Content management
systems are proactively
managed and
monitored to drive
successful business
outcomes
Automated
Retention &
Storage
ECM incorporated
within Enterprise
Infrastructure
Adoption of BPM
(workflow) grows
Silo Approach
10. The Path to IT Infrastructure & Ops OptimizationThe Path to IT Infrastructure & Ops Optimization
IT Areas
Reactive
Normalized
Managed
Optimized
Level 1
Level 2
Level 3
Level 4
• IT I&O as a cost center and
reactive organization
• Performance and
availability, monitoring and
ops mgmt apps all work
independently and do not
correlate information about
the real-time business
• Struggle to meet and define
key SLAs and metrics
• Beginning down the
virtualization path with little
thought to consequences
• Desire to align IT with the
business metrics; summary
level views of IT Mgmt
• Need for perf/infra/ops
mgmt solutions which can
correlate information across
the operating environment
to proactively address issues
• Embraced virtualization and
desire better tools to
manage and link virtual and
physical environments
• Desire for enterprise wide
performance mgmt (BSP and
federation)
• Need for solutions and best
practices focused on
integrated tools that link IT
to the business
• Virtualization across the
enterprise and seamless end
to end perf mgmt
• Maximum IT resource
utilization and staff
efficiency
• BSP and metaCMDB linked
and implemented– IT fused
with the business
• Data center operating as a
real-time infrastructure
• With supporting workload
automation capabilities to
correlate perf/infra/
scheduling issues across the
enterprise
• Deep insight & real-time info
delivered to the business
based on federation,
automation, and predictive
analytics
Embrace BSP Ideal IT Mgmt
Link to
Business
Domain Focus
11. IT Areas
Reactive
Normalized
Managed
Optimized
Level 1
Level 2
Level 3
Level 4
• Basic help desk
systems and tools
deployed
• Limited knowledge
of IT assets
• Provide key metrics
on the health of the
service desk
operations
• Automated
discovery of key IT
assets
• Enable
implementation of
systems and
processes based on
ITIL specifications
• Automated
discovery of service
models to manage
costs of service desk
operations
• Full automation
optimizes efficiency
of service support
business
requirements
• Ensure adherence to
compliance and
audit requirements
• Full support of
ITIL v3
recommendations
Automated IT
Services
Proactive BSM
IT Service
Management
Help Desk
The Path to Service Support OptimizationThe Path to Service Support Optimization
12. The Path to metaData Management OptimizationThe Path to metaData Management Optimization
IT Areas
Reactive
Normalized
Managed
Optimized
Level 1
Level 2
Level 3
Level 4
• Information
(metadata) siloed in
applications and
databases across
the enterprise
• Shared
understanding of
data and concepts
• Dashboards provide
aggregated views
across products and
systems
• Integrated
management of
enterprise and IT
architecture
• CMDBs are
deployed to manage
relationships and
service models
• Business goals drive
use of technology
• Configuration
Management
Systems (CMS)
federate
information across
the enterprise to
ensure alignment
with business goals
Align IT to
Business
Proactive BSMUnified Views
Siloed
Information
13. ASG’s Federated CMDB:ASG’s Federated CMDB:
the Foundation for Service Qualitythe Foundation for Service Quality
MetaCMDBManager
MetaCMDB
Non-Configuration
Information
14. Benefits of efficiency and cost optimization realized by:
•Enablement of intra-enterprise collaboration
• Integrates tools and tool data
•Pin-pointing underutilized systems and processes
•Providing a one-stop place to find all information to keep
organization up and running
•Correlating data from different sources to predict problems
•Recognizing and displaying impact on overall business
•Proactively:
• Manage assets
• Promote overall customer experience
• Protect business’s bottom line
ASG Level 2 Domain Expert SolutionASG Level 2 Domain Expert Solution
15. Applications Applications
Network and
Server Infrastructure
Business Services IT Services
ASG Level 3 Business and IT Service ManagementASG Level 3 Business and IT Service Management
Benefits of efficiency and cost optimization realized by:
•Provide in-depth analysis of all environments
•Analysis and understanding of changes
•Automated tracking and views of relationships within the IT
and business environment
•Impact analysis on IT resources and business services
•Proactively:
• Manage assets
• Promote overall customer experience
• Protect business’s bottom line
•Understanding relationships
16. ASG Level 4 Proactive BSMASG Level 4 Proactive BSM
Benefits of efficiency and cost optimization realized by:
•Architecture of multiple data sources (to include any CMDB)
into a federated CMS
•Optimization of business services across a diverse
environment
•Proactive management of business services
•Impact analysis on business services
ASGs support of ITIL v3 Federated CMDBASGs support of ITIL v3 Federated CMDB
Core CMDB
Citizen CMDB Citizen CMDB
Trusted Source Trusted Source Trusted Source
Service Knowledge Management System
Decisions
Configuration Management System(CMS)
17. Assure Your Success with ASG’s BSP
Path to Optimization (PTO)
ASG’s Out-of-the-Box Solutions built on ASG’s BSPASG’s Out-of-the-Box Solutions built on ASG’s BSP
• Broad selection of pre-configured
solutions
• Quick install, typically in 4 – 10 days
• Implements in less than 30 days
• Managed costs – up front
understanding (no hidden fees)
• Quick ROI…weeks not years
18. ASG’s BSPASG’s BSP
Now a LIVE DEMO of several solutions built on ASG’s BSP
John’s
Notebook
Internet
Local
Network
connection
ASG
Server
Denver,
CO, USA
ASG
Meta-
CMDBASG
Network
connection
Interested in what you are seeing – sign up for a risk-free
TECHNICAL VALIDATION – gives us a technical challenge!
19. ASG BSP Customer Success StoryASG BSP Customer Success Story
1. Started with a Level 1 Point solution – Cypress to integrate all
report and documentation – on-time delivery of reports
2. After a seminar like this, they added a simple Level 2 Domain
expert solution to monitor and manage the Dictaphone and
Transcription – time sensitive information.
3. Because of the success with number 2, Moved to a simple Level
3 IT and Business Service management – true business process
surveillance – how is my business doing today.
4. Currently expanding the Level 3 to include Clinical Surveillance –
your health
5. Next will be the addition of Critical Events starting with CT Grey
– time critical.
One of the largest out-patient
hospitals in the USA. Competitive,
growth oriented and cost focused.
The evolution of an IT product into
Business Service Management
(BSM).
20. ASG BSP Customer Success StoryASG BSP Customer Success Story
1. Big customer satisfaction problem –
lost business capability with a long
time to repair/understand
2. After a seminar like this, they added a
Level 2/3 Domain expert solution with
complex capabilities to monitor and
manage the relationships of locations,
firewalls, routers, business services, or
firewall rules across the global
infrastructure.
3. Because of the success with number 2,
they are looking to add this capability
to other areas of the bank services.
One of the largest financial services
companies in the world, with over
30 million customers and clients
worldwide.
FSDs - Firewall Service
Definition spreadsheets
FSDs - Firewall Service
Definition spreadsheets
Checkpoint - exports from
Checkpoint rulesets extracted using
a software tool called Nipper
Checkpoint - exports from
Checkpoint rulesets extracted using
a software tool called Nipper
CiscoWorks - four separate
CiscoWorks reports - Device
Detail, Hardware, Software and
End-User
CiscoWorks - four separate
CiscoWorks reports - Device
Detail, Hardware, Software and
End-User
Juniper - exports on juniper rulesets
are extracted from NSM (NetScreen-
Security Manager) - two exports per
ruleset
Juniper - exports on juniper rulesets
are extracted from NSM (NetScreen-
Security Manager) - two exports per
ruleset
Internal Stage (1) - FSD parserInternal Stage (1) - FSD parser Internal Stage (1) - Checkpoint /
Nipper parser
Internal Stage (1) - Checkpoint /
Nipper parser
Internal Stage (1) - CiscoWorks
parsers
Internal Stage (1) - CiscoWorks
parsers
Internal Stage (1) - Juniper / NSM
parser
Internal Stage (1) - Juniper / NSM
parser
FAE Internal
Database
FAE Internal
Database
(1) - FSD Monitor
(parser XML)
(1) - FSD Monitor
(parser XML)
(1) - Nipper
Monitor (parser
XML)
(1) - Nipper
Monitor (parser
XML)
(1) - Cisco Device
parser XML
(1) - Cisco Device
parser XML
(1) - Cisco End
User parser XML
(1) - Cisco End
User parser XML
(1) - Cisco
Hardware parser
XML
(1) - Cisco
Hardware parser
XML
(1) - Cisco
Software parser
XML
(1) - Cisco
Software parser
XML
(1) - NSM Monitor
(parser XML)
(1) - NSM Monitor
(parser XML)
(1) - Cisco Device
item store
(1) - Cisco Device
item store
(1) - Cisco End
User item store
(1) - Cisco End
User item store
(1) - Nipper item
store
(1) - Nipper item
store
(1) - Cisco
Hardware item
store
(1) - Cisco
Hardware item
store
(1) - Cisco
Software item
store
(1) - Cisco
Software item
store
(1) - NSM item
store
(1) - NSM item
store
FAE Manual
Database (UN
Hierarchy data)
FAE Manual
Database (UN
Hierarchy data)
(1)-ODBC
Pollersfor
BTCMDB
(1)-ODBC
Pollersfor
BTCMDB
Translators
(2) - Locations
Consolidator
(2) - Locations
Consolidator
(2) - Supported
Services Consolidator
(2) - Supported
Services Consolidator
(2) - Network
Services
Consolidator
(2) - Network
Services
Consolidator
(2) - Firewall
Rules
Consolidator
(2) - Firewall
Rules
Consolidator
(2) - Firewall
Devices
Consolidator
(2) - Firewall
Devices
Consolidator
(2) - Routing
Devices
Consolidator
(2) - Routing
Devices
Consolidator
(2) - Locations
Item Store
(2) - Locations
Item Store
(2) - Network
Services Item
Store
(2) - Network
Services Item
Store
(2) - Supported
Services Item Store
(2) - Supported
Services Item Store
(2) - Firewall
Rules Item Store
(2) - Firewall
Rules Item Store
(2) - Firewall
Devices Item
Store
(2) - Firewall
Devices Item
Store
(2) - Routing
Devices Item
Store
(2) - Routing
Devices Item
Store
(2) - BT
Locations Item
Store
(2) - BT
Locations Item
Store
(2) - Firewall
Services Item
Store
(2) - Firewall
Services Item
Store
(2) - Clusters
Item Store
(2) - Clusters
Item Store
FAE Model
Database
FAE Model
Database
CSV Output Configuration
Item Type Outputs: Firewall Rules, Firewall
Devices, Clusters, Locations, Routing Devices,
Network Services, Supported Services
Item Type Outputs: Firewall Rules, Firewall
Devices, Clusters, Locations, Routing Devices,
Network Services, Supported Services
Relationship Outputs: FirewallRules-FirewallDevices, FirewallRules-Clusters, FirewallDevices-
RoutingDevices, FirewallDevices-NetworkServices, RoutingDevices-NetworkServices,
FirewallServices-NetworkServices, FirewallServices-SupportedServices, Clusters-FirewallDevices
Relationship Outputs: FirewallRules-FirewallDevices, FirewallRules-Clusters, FirewallDevices-
RoutingDevices, FirewallDevices-NetworkServices, RoutingDevices-NetworkServices,
FirewallServices-NetworkServices, FirewallServices-SupportedServices, Clusters-FirewallDevices
Meta-
CMDB
Meta-
CMDB
(3) -
CIT Batch
(3) -
CIT Batch
(3) - Mappings(3) - Mappings
(1)-ODBC
Pollersfor
Service
Center
(1)-ODBC
Pollersfor
Service
Center
Editor's Notes
OBJECTIVE OF THIS SLIDE: position ASG as a visionary and strategic vendor that can provide both tactical solutions that address the day-to-day issues across all functional areas of IT as well as provide a strategic platform (BSP) for continuous process improvement including a powerful MetaCMDB.
Position ASGs solution areas; rich heritage of software solutions across each area of IT.
Position ASGs launch of a CMDB solution and BSM in 2007 providing a platform and strategy for clients to improve processes and quality with ASG solutions and 3rd party solutions
Communicate how our clients benefit from ASG being a privately held company (ability to respond quickly to market and customer demand, agile and customer-driven development strategies, focused on increasing customer value versus shareholder value, pricing and licensing flexibility, etc.)
Position our customer base, worldwide presence, and breadth of technology
Present the VALUE customers get from our market focused development, licensing models, breadth and value of being able to federate information from tools they have already invested in
Our goal is to provide solutions that help clients improve processes and quality of service delivery as well as aligning IT and business metrics via a powerful CMDB strategy. (Tactical and Strategic)
PRESENTER’S NOTES:
100% availability is the expectation, so if you are only measuring availability, then you aren’t measuring what the users are actually consuming…they are consuming the QUALITY of the services…they expect availability.
Users consume quality (cell phone example with 5 bars shows availability, but many times you still cannot hear the other person…that’s an issue of QUALITY.)
IT tends to miss this…IT needs to focus and measure quality and the knowledge of Business Services and how they are mapped to the related infrastructure, Applications, people and processes is a major step toward understanding the quality of the services you are delivering.
To understand QUALITY, you must map all the infrastructure, processes, people to the services (both business and IT) that they support. Ask, “do I really understand the services the users are consuming and how they work?” This is where to start.
SLM – base level: how is my infrastructure doing against a measurement I have set? If SLAs are only IT related however, it’s not enough.
BPM – how a process flows across the environment and how it is performing
BSM – how the business services and IT “cross” – and, if something goes wrong in either the Business Service or IT Service, what is impacted? How can I get quick time to repair?
Our 3-tier model shows what the technology looks like.
Interface level is the adapters we just spoke about that bring information in from trusted sources.
Technology layer has a dynamic information model (manager) and the CMDB to manage the relationships.
Presentation layer is the easy part.
How do we do this?
We put the word “meta” in front of our CMDB because it shows our differentiation. We used Rochade, Gartner rated #1 magic quadrant rated metadata repository because its heritage is to manage metadata and complex relationships.
When we built MetaCMDB on top of Rochade, we created a dynamic information model to manage changes.
We get appropriate information from your suites (trusted sources) via Federated Adapters.
Federated adapters allow you to map information from any suite into the CMDB. These are NOT agents, but XML wrapper code, an API interface. Information flows through the adapter to the data store. To now, we are the only fully XML compliant CMDB available on the market.
Rules can be written: we know if a server has less than a certain amount of memory and used at 75%, then I can turn an icon on a dashboard yellow.
We want to put CI’s (configuration items) with attributes (characteristics) in the CMDB.
Where does this information come from? Trusted Sources! Netview, HP Openview, Tivoli, BMC Patrol, ERP, CRMs, and so on….
What kind of information is actually needed in the CMDB in order to get a handle on how the service is doing?
Availability, Performance information (from network services tools perhaps), What is it (asset management info), where is it located, etc.
I don’t need much more than this because I can federate back to the inventory and asset mgt system or wherever I need to.
The CMDB therefore stays current
The molecule is a simple depiction of a Business Service, the applications and infrastructure needed to support that Business Service.
The infrastructure could be several layers removed…what is the impact if I make a change to a server? A metadata model allows me to understand this fast and reliably. Huge advantage (will be shown in demo.)
If the Business Service isn’t working right (availability or quality), understanding the relationships allows quick time to repair. You can also understand things like unauthorized changes because we have versions that can be compared.
(Need to add IT service comments…)
The molecule is a simple depiction of a Business Service, the applications and infrastructure needed to support that Business Service.
The infrastructure could be several layers removed…what is the impact if I make a change to a server? A metadata model allows me to understand this fast and reliably. Huge advantage (will be shown in demo.)
If the Business Service isn’t working right (availability or quality), understanding the relationships allows quick time to repair. You can also understand things like unauthorized changes because we have versions that can be compared.
(Need to add IT service comments…)