Post on 21-Oct-2014
description
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Company | Positioning | Offer
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Staff&Line in figures
20 years’ experience, 10 years of SaaS leadership
100% focused on ITSM & ITAM
100 employees worldwide
60 resellers and 40 affiliates
3,300 customers worldwide
Offices in USA, UK, France, Italy, Spain & Portugal
Listed on NYSE Euronext since 2005
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What we do, How we do IT
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Broad ITIL Coverage
Incident ManagementProblem ManagementChange ManagementService Asset & Configuration ManagementEvent ManagementRequest FullfilmentRelease & Deployment ManagementKnowledge ManagementService Level ManagementAvailability ManagementFinancial Management (Service Costing)Service Portfolio ManagementService Catalog ManagementCapacity ManagementIT Service Continuity Management
v2010
v2010
v2010
v2010
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Our Customers Challenges
BUSINESS CHALLENGES
Service Engagement
Transparency & Accountability
Provision of New Services
Stand out from Competition
Economic Uncertainty
Smaller Budgets, Retiring Workforces
ITSM CHALLENGES
Service Desk Modernization
Service Scalability & Agility
Solution Long Term Maintainability
Desk Cost Reductions
Staff Focus on helping the business
Solution Replacement Risk Management
IT Transformation
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Problems with Legacy ITSM Solutions
Old-age Technology : customers are forced to upgrade (again...)
Require an immediate 6-figures investments in License and Roll-out
Require heavy re-engineering
Cost a fortune on the long term (huge hidden costs)
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Alternatives?
SaaS
Codeless
Enterprise ITSM Alternatives
SaaS Enterprise ITSM Alternatives
ITIL
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Our Inspiration
“Simplicity is the ultimate sophistication.” - Leonardo Da Vinci
“Make everything as simple as possible,
but not simpler”. - Albert Einstein
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Our Vision
Full ITIL Integrated IT Management solution
Enterprise-class customizations without coding
50% lower TCO than conventional Enterprise solutions
Become the ITSM Codeless leader,
delivering Innovation that reconciles simplicity
and Enterprise-class efficiency
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Make It Easy = Codeless
Context Process + Organizations generate instability
Fundamental Requirement:A solution that is Process friendly
Manage instability with Agility
Codeless Illustrated :
•Size x10 in 5 years•Added multiple new services along the years•Answered increasingly complex IT services requests
•Served new population every year•Without a single line of code•While improving Service provision
« Old-Age » vs « Codeless »
« Old-Age » solutions are longer to deploy and unagile
EasyVista ensures efficient iterative approach
Process deployment
TimeT0 Tn
Iterative approach
T1
toolbox
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Make It Easy = SaaS
Context : Pressure on Costs
Focus on Application Support
Fundamental Requirement:Focus IT resources on core-Business
Less effort & Short Return on Investment
SaaS Illustrated :
“ EasyVista was incredibly easy to implement with record time-to-delivery of 6 weeks to ITIL delivery worldwide and very little onsite support.”
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Make IT Easy = Cost Effective
1/3
SAAS
Conventional SaaS ITSM Alternatives
Codeless
SaaS
2/3
CODELE
SS
Impact on Savings
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Recognition
Founder and sponsor of itSMF SaaS recognition by THINKstrategies in June 2010
Verified on 11 ITIL processes by Pink Elephant SaaS ITSM recognized vendor
easy-to-use interface that embraces Web 2.0 functionality. simple licensing options, flexible delivery model, codeless customizability, and scalable architecture
EasyVista.com can reduce TCO by up to 50 %
applicable to mid-sized and large enterprise organizations
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Simplicity-as-a-Service
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Our SaaS Offer
Bullet-proof platform
Unmatched set of Services
Affordable & Predictable
ITILv3 Aligned
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SaaS Benefits
No hardware or software to buy, install, maintain, or update
No large up-front investment: Redistribute IT budget
Undisruptive & painless upgrades: No outdated solutions
Exponentially shorter deployment time
Seamlessly integrated
Global availability: Anytime, anywhere
Subscription model: No vendor lock-in
Highly available, secure & fault-tolerant
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EasyVista.com in figures
10 years Experience. EasyVista.com born in 1999
4 Datacenters : 2 in Europe and 2 in the USA
Enterprise-level ActivityOver 700 IT users concurrently using EasyVista.com daily
Over 4,000 integrations delivered
45,000 requests processed monthly
250,000 single assets identified and referenced
950,000 software assets automatically recognizable
EasyVista.com fully handled over 1,000,000 incidents to date
3,000,000 page displayed every month
95% pages are produced in less than 2s, and 1,7s for the wizards
99,99% reported availability over last 5 years.
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SaaS Myths Buster
Myth #1: SaaS means “Out-of-the-Box” EasyVista was designed to offer Enterprise-class customizability with zero code involved
Myth #2: SaaS means “No-Integrations”EasyVista offers limitless integrations
Myth #3: SaaS means “Hosting”EasyVista goes beyond
– Management Console– Multiple Environments– Unlimited Backups– 2/7 support– Analytics
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Value Added Services (1)
24/7 Monitoring & Support
Major and Minor Releases included
Seamless on-demand upgrades
3 standard Environments : PROD, TEST, SANDBOX
TEST to PROD secured transfer tools supplied
Backups, 1/day by default, up to 1/hour
up to 12 Production DB Restore/year, Unlimited Sandbox Restore
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Value Added Services (2)
Permanent VPN available
SaaS Management Console (Vendor Relationships)Incidents Logging
Invoices
Etc.
EasyVista Analytics
Full Reversibility, at any given time
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Technology Delivery Agnostic
Convert to SaaS and free-up resources
Start in SaaS to speed up implementation
►On-Premise ►Software-as-a-Service
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EasyVista Analytics
Automatically identifies significant data or administration insight to
Prevents administration and services issues and proactively control or fix these.
Benchmarks: Assessment of your solution efficiency and operations quality against industry standards
Discovery: Automatic identification of significant performance issues and bottlenecks you might otherwise miss to help you discover solutions
Predictions: Impact Analysis insight and potential business side-effects
Recommendations: provision of solutions to immediately fix or improve situation before it becomes critical
Monitoring: a comprehensive list of 30+ KPIs, growing on a monthly basis
Transparency: Full disclosure of SaaS availability SLA/month
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EasyVista Analytics
SLAS
Recommendations
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Notable SaaS References
4,500+ employees worldwide, Operating in 50+ countries50-75 users, 65,000 tickets/year
3,100 user worldwide in Europe, Asia and North America20,000 Tickets/year, short time to ITSM/Change delivery
22,000 employees worldwide, SAP support in 50 countries100 Level 1 users, 200 Level 2 users, 95 support groups
5,000 employees worldwide, ITSM55 users located between Europe and the USA
20,000 user, 300,000 incidents/year, 120,000 assets3 Service Desk merged, BMC Remedy replacement
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All SaaS ITSM aren’t alike….
CriteriaHosting
24/7 support
SAS70
3 environments by default
11+ Processes (PinkVerify)
On-demand Upgrades
Codeless
Analytics
SaaS On-Premise
SaaS Management Console
Others
???
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Highly Secured Environment
Physical SecurityStrict access policy: 24/7 Facilities protection with modern technology (CCTV)
Reinforced protection against fires, earthquakes, etc.
200% air-conditioning supply (redundant system)
Secured power-supply guaranteeing non-stop operations
Communications SecurityAll LAN available operations are carried out externally via secured and monitored web services (LDAP remote connection, Emails, data imports, etc.)
SSL certificates encryption
Redundant firewalls (60% max usage rate)
Software intrusion tests carried out by an external provider
Full and regular logs analysis
Email APIs & Web Services for incidents sync with other software solutions (Service Desk, Network Supervision)
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Highly Secured Environment
Application SecurityEasyvista.com is governed by strict password rules and detailed profiles . designed by the customer and based on easyvista.com security rules
Physical application access only on customer request, restricted to Staff&Line only infrastructure team
Easyvista.com provides traceability features that enable full history of application access and audit trail.
Data Isolation and IP/Code ConfidentialityStrict and secured client database integrity: 1 client = 1 database
All customer-based adaptations and IP (catalogues, workflows, etc.) are protected and confidential
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Data Security
European Datacenters enable to bypass Patriot Act
A Test Environment/Sandbox is available to customers before and after go-live
Redundant systems including bulletproof backup policyFull daily data backups, 10-days history, external storage.
Incremental backup (up to once/hour)
Weekly full server backup
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Disaster Standby
Service Continuity Plan is defined and testedInfrastructure, guaranteed by providers (above 99% on all items)
Easyvista.com physical platform: all items are redundant
Logical redundancy through VMware ESX (high availability features)
Disaster Recovery PlanBackup site available
Quarterly staff training and escalation process
Recovery Point Objective (RPO) = 6 hours worth of data
Recovery Time Objective (RTO) = 4 hours
Guaranteed High Availability
Physical availabilityMinimum 99.9% power supply, 24/7High availability servers, minimum 4-cpu, RAID technologyServer redundancies: power supply, processors, hard drivesGuaranteed scalability in case of increase in solution activity
Network / ConnectionHigh speed access: minimum 99.9% bandwidth availability 24/7“Burst” feature (automatic increase in peak activity times)Secured backbone connection access: routers 99.9% minimum availability
Application: Permanent platform monitoringTechnical tests every 30sec. for core parameters (services, IP addresses, DB…)Analysis: Imports/exports, users connections, workload, performance
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EasyVista.com Management Console
Databases backup and replication
dizards
Credentials and links for this
customer
Saas : VPN
What is VPN used for ?Access to private resources in your infrastructure (LDAP/AD servers, SQL databases, mail servers, etc)Not needed if these resources are public and accessible through Internet
What can of VPN can be used ?IPSEC : opens a private tunnel through InternetPRIVATE : Tunnel is created through a private and dedicated line build by the customer provider between our datacenters and the customer network
How long doest it take to build a VPN ?IPSEC : 2 days (confcall, configuration, tests)PRIVATE : 1,5 month (one month used by the customer provider to build the private line)
Þ « Necessary » in Enterprise Saas
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Codeless Customizations =
Agility
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Global ITSM Survey
Run between 15th June and 30th July 2010
26 countries represented
Over 350 respondents
ITSM executives and ITIL experts
www.surveymonkey.com/s/EasyVistaITSM
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ITSM Survey Results
The 2 major ongoing pains of Service Desk Solutions are
48% customizing the system
45% reporting
48% of respondents tell us that the #1 long term cost is incurred by daily code tweaking, higher than maintenance and integration contracts.
www.surveymonkey.com/s/EasyVistaITSM
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ITSM Survey Results
Overall a majority felt negatively towards their service desk solution
21% cannot afford to change solutions now;
15% feel lumbered with their existing solution;
27% say there’s always an additional cost when asking their vendor to do anything
20% are actively looking to replace their service desk solution
www.surveymonkey.com/s/EasyVistaITSM
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Code-Based Apps issues
Writing code takes time
Maintaining custom code is expensive
Upgrading, modifying or extending the app. is a headache
Worst than coding, organization of code is a nightmare
Developer resources are a scarce commodity
Code is for developers, but ITSM is for business
Manual code contains mistakes
Code documentation management is weak
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Codeless ITSM?
Enterprise-level
No Code to write, design, maintain and upgrade for
Graphical Interface (Fields & Screens)
Reports & Dashboards
Workflows
Integrations
Data imports
Access Rights
Email Notifications
Catalogues
SLAs & OLAs
Etc.
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Share of Liabilities
VENDOR CLIENT
CODELESS
CODE-BASED
FULLY-CODED
Platform Liability
Customization Liability
Most SaaS Alternatives
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TCO
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SaaS = Better TCO?
True during the first two years but may not be for a five-year TCO.
SaaS applications will have lower total cost of ownership (TCO) for the first two years because SaaS applications do not require large capital investment for licenses or support infrastructure.
Fact Checking: The Five Most-Common SaaS Assumptionsseparating truth from fiction - Robert P. Desisto - 16 January 2009
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Modern ITSM isn’t just SaaS
Web 2.0 Architecture
Integrated & Modular
Codeless
Graphical
Integrated Reporting
Web 2.0 Architecture
Integrated & Modular
Java code-based
Mixed
Integrated Reporting
Outdated Architecture
Heterogeneous & Massive
100% code-based
Code development
External Reporting
Business Process Wizards Questionnaires Questionnaires
ITIL Alignment
SaaSReadiness
System intelligence
Customization
Management Inventory Technical Inventory Technical InventoryAsset Management
Embedded Analytics - -
SaaS Enterprise ITSM Alternatives
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Year 1 Year 2 Year 3 Year 4 Year 5 Year 6
ITSM Lifecycle Cost Analysis
Upgrade, Code Refresh
Codeless
SaaS
Upgrade Code Refresh
ImplementationHard-coded Customization
CodelessImplementation
Hard-coded customizationsMaintenance
Agility & Maintainability at reasonable costs
$
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Breaking Down the TCO Reduction Split
On-Premise
Cod
e-ba
sed
SaaS
No Reduction
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Cod
eles
sMost SaaS
Alternatives
Low Reduction
High Reduction Max Reduction