© Copyright 2010 Column Technologies

ITSM 7 – Why Customers are Excited Again About RemedyGlobal Capabilities and new featuresDavid Savino / CTO Column Technologies

ITSM History

Solution Evolution

Winning Capabilities

Interoperability

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Questions and Answers5

BMC overhauled it’s BMC Remedy ITSM offering with version 7.0

Released in June 2006 Heavy focus on ITIL Scorecard approach to features and functions Designed for a level 5 Service Desk Many users found the interface cumbersome

ITSM Design History

Original ITSM Design

Enhanced, Simplified Interface

The Consumers: Incident Management

Incident Management CMDB

1. Detection: A Service-to-infrastructure model can help filter events and make auto-creation of incidents more realistic

2. Categorization: A Service model can enhance classification by showing the connections between devices and services

3. Prioritization: Knowing the impacted service – not just the device – can help define the priority of the event. Incident priority should come from impacted service(s), not from impacted devices.

4. Escalation: Functional escalations driven by involved technologies; hierarchical escalations driven by SLAs. A CMDB shows both.

5. Troubleshooting: A CMDB shows connected and contributing CIs, which allows process of elimination and focused root cause analysis.

6. Resolution: Linking solutions to services and CIs provides additional search elements when filtering potential known errors.

ProblemManagement CMDB

1. Effective root cause analysis when using impact relationships in CMDB

2. Updated CIs are readily visible (change-related incidents)

3. Known errors can be linked to specific CIs

4. Out of compliance CIs are visible

5. CMDB enables proactive problem management by providing common denominators for incidents

6. Error identification and recording requires a CMDB

7. Error assessment is easier with a CMDB

8. Problem Management is responsible for the “health of the infrastructure”, which means each CI and CI relationship in the CMDB

The Consumers: Problem Management

The Consumers: Change Management

1. Robust impact analysis

2. CI conflicts between Changes identified

3. Change Calendar (FSC) filtered by impacted CI

4. Approvals driven by Services and impacted CIs

5. Changes viewed against validated configurations – goes to risk

6. Report on non-compliant CIs can drive RFC creation

7. Change provides audit trail of modifications to non-discoverable attributes

8. CMDB can own maintenance windows for each CI

9. Changes against regulated systems can be viewed from CMDB

10.Notification lists of impacted users/groups can be generated based on impacted CIs

ChangeManagement CMDB

The Verdict – Successful Evolution of Service Desk

“…the scope of the IT service desk market continues to be shaped by the expanded definition of IT service desk, which not only manages core incident, knowledge, self-service and problem management, but also includes a large suite of tools, including change, service request, and SLA management.

In addition, it integrates with other ITSM tools, including configuration management (CMDB or discovery repository), asset, service catalog and event management.” – Gartner Nov 2010

Winning Capabilities of an Enterprise ITSM Suite

• Multi-language support, including double-byte characters. Ability to support multiple code pages on a single server. Challenges are:• single language needed to escalate regional tickets• interface labels are in local language, but data is not• this is not a translation capability

• Localization features, including time zone offsets for SLA targets.

• Light, web enabled client

• SLA based on service, impacted technology, customer or IT group

• Cluster aware, highly available, fail over capable… on a model that does not charge for additional servers (blue pricing)

• Impact model (which can be visually inspected), fed by a discovery solution mapped to the CMDB

Multi-tenancy and the MSP Model

For Service Providers and Outsourcers, multi-tenancy is a profit accelerator that allows several clients on a single instance, allowing the reuse of floating and role based licenses.

The security model is fairly clean.

Multi-tenancy and the Shared Services Model

For companies and organizations seeking to support business silos, multi-tenancy promotes consolidation of tools and eventually… process.

The security model is more complex.

Interoperability

Integrations drive enterprise capabilities. The Service Desk is no longer an island. Expected integrations with Service Desk are:• Change Management• Service Level Management• Asset Management and CMDB • Event Management(all without connectors… native OOB platform integration is key.

As the Service Desk becomes the SPOC for the global enterprise, other integrations are expected as well:• Outage notifications• Change Calendar• Call routing (CTI and ACD)• Messaging (subscription based notifications, on call lists, SLA

alerts)

A robust set of integration options is required here.

Global Solutions are...

• Scalable – n-tier architecture, laterally expandable• Adaptable – workflow engine, abstract scripting, compiling, syntax• Extensible – robust integrations engine, multiple options

ServiceRetirement

Interoperability

Service Catalog

Define Service

CustomerSelf-Service Portal

IT and Line of Business

Request Service

AutomatedProvisioning

Service RequestManagement

PhysicalServers

VirtualServers

Network

StorageCloud

PerformanceManagement

ComplianceManagement

Ope

ratio

ns

Metering &Chargeback

Robust Reports

Are there any Questions?

Questions and Answers

The Verdict – Successful Evolution of Service Desk

“…the scope of the IT service desk market continues to be shaped by the expanded definition of IT service desk, which not only manages core incident, knowledge, self-service and problem management, but also includes a large suite of tools, including change, service request, and SLA management. In addition, it integrates with other ITSM tools, including configuration management (CMDB or discovery repository), asset, service catalog and event management.” – Gartner Nov 2010