© Copyright 11/1/2010 BMC Software, Inc 1 fileit with business service management release...


The current state of IT Service ManagementHow we work today!

ASSETMANAGEMENT

RELEASEMANAGEMENT

CONFIGURATIONMANAGEMENT

GOVERNANCE AND COMPLIANCE MANAGEMENT

EVENT AND IMPACTMANAGEMENT

PERFORMANCE & AVAILABILITY MANAGEMENT

DASHBOARDSENTERPRISE SCHEDULING

CAPACITYMANAGEMENT

CHANGEMANAGEMENT

SERVICELEVEL

MANAGEMENT

DATAMANAGEMENT

SERVICEREQUEST

MANAGEMENT

INCIDENTMANAGEMENT


IT with Business Service Management

RELEASEMANAGEMENT

EVENTAND IMPACT

MANAGEMENT

CAPACITYMANAGEMENT

INCIDENTMANAGEMENT

SERVICEREQUEST

MANAGEMENT DATAMANAGEMENT

SERVICE LEVELMANAGEMENT

ASSETMANAGEMENT

GOVERNANCEAND COMPLIANCE

MANAGEMENT

DASHBOARDSCONFIGURATION

AUTOMATION

ENTERPRISESCHEDULING

PERFORMANCE & AVAILABILITY MANAGEMENT

CHANGE MANAGEMENT

BSM


A Unified Platform for Managing IT

BSM: A Unified Platform for Managing IT

Simplify and automate service management- Request, change & support business services- Consistently deploy services across applications,

servers, networks, and clients- Discover, model, and prioritize services to

improve decisions- Federate and orchestrate data and workflow to

improve efficiency- Proactively identify and resolve IT issues

Unify service management with IT planning and governance- Manage your IT supply, demand, and budget- Ensure compliance with policies and regulations


BSM is a unified platform for running IT

Demand & Resource

Management

Application

Automation

Problem

Management

Service Request

Management

Identity

Management

Service Cost

Management

Financial Planning &

Budgeting

Server

Automation

Network

Automation

Client

Automation

IT Controls &

Policy Management

Capacity

Management

Supplier

Management

Performance &

Availability

Management

Application Problem

Resolution

Service

Catalog

Middleware

Management

Data

Management

Storage

Management

Asset

Management

Enterprise Scheduling &

Workload Automation

Change & Release

Management

Event & Impact

Management

Mainframe

Automation

Dashboards &

Analytics

CMDB / CMS

Discovery &

Dependency

Service Level

Management

Incident

Management

Knowledge

Management


Business runs on IT. IT runs on BMC Software.

100% focused on BSM- No competing strategies

Strength

- Founded in 1980- 10th largest independent software company- 16,000 customers in 124 countries- Fiscal 2009 revenues of $1.87B- Solid balance sheet

Innovation, vision, and execution

- Pioneered concept of BSM- 94 software technology patents - Continued growth through internal innovation and

acquisition- Support for cloud computing, virtual, distributed, and

mainframe environments- Proven experience


Value driver for IT Service Management

Optimize IT Costs30% increase in staff efficiency

Reduce support costs by 25%

Assure Quality of ServiceReduce downtime by 75%

70% faster MTTR

Increase Business Value50% faster delivery of IT services

Demonstrate Transparency95%+ visibility to IT spend and activity

Manage RiskTime for audit tasks reduced from months to minutes

Reduce the cost of compliance by 30%


What do I have?


What do I have?Discovery & Dependency Mapping

Discovery &

Dependency


What do I have?Discovery & Dependency Mapping

Business Process Discovery

Application Dependency Mapping

Asset Inventory Discovery

BMC Atrium Discovery &

Dependency Mapping

(ADDM)

Power, Heat, and Software End of Support Data Discovery

Mainframe Discovery


What do I have?Services, Processes, Apps and IT infrastructure

Business Service

Business Process

ERP Applications

ERP System

ERP App Servers


What do I have?CMDB – Single Source of Truth


What do I have? Discover a dynamic environment

VMotion

An automated DRS VMotion moves the running VM System from one cluster to

another

1

VMotion alerts Atrium Orchestrator of change

2

Atrium Orchestrator checks with Remedy

Change Management for valid change request

3

This is an unplanned change-Atrium Orchestrator opens a pre-approved change request

to accelerate the action through the change process

4

Atrium Orchestrator alerts Discovery to the

relationship change and triggers an on-demand

scan updating the CMDB

5

Near real-time reconciliation is completed and the

service model in the CMDB is dynamically updated to

reflect the new VM - Cluster relationship

6

BMC – VMWARE NDA ONLY

IT can now clearly understand how the VM and cluster map to

the business service

7

Atrium

Orchestrator

Discovery

Change

Management


Intelligent Incident


Intelligent Incident

Performance &

Availability

Management

CMDB / CMS


Upper

Baseline

Lower

Baseline

Normal Behavior

? $

Self-Learning Analytics

Intelligent IncidentEliminate Reliance on Reactive Thresholds


Intelligent IncidentEvent / Impact Management

Performance &

Availability

Management

Event & Impact

Management

CMDB / CMS

Discovery &

Dependency


Intelligent IncidentImpact Model


Intelligent IncidentService Level Management

Event & Impact

Management

CMDB / CMS

Discovery &

Dependency

Service Level

Management

Performance &

Availability

Management


Intelligent IncidentRemedy Service Desk

Performance &

Availability

Management

Event & Impact

Management

CMDB / CMS

Discovery &

Dependency

Incident

Management

Service Level

Management

Problem

Management


Intelligent IncidentIncident Management


BSM in Action


CMDB / CMS

Rapid provisioning of services

From months or weeks to hours or minutes

Simplified and standardized interface for common requests

Automated configuration

Repeatable, auditable process

BSM in ActionCloud Lifecycle Management

Application

Automation

Service Request

Management

Server

Automation

Network

Automation

Change & Release

Management


BSM in Action BMC Service Request Management

Service Request

Management

CMDB / CMS


BSM in Action BMC Service Request Management


BSM in Action BMC Remedy Change Management

Service Request

Management

Change & Release

Management

CMDB / CMS


BSM in Action BMC Remedy Change Request


BSM in Action Change Implementation

Automation flow controlled by Change Management


BSM in ActionImplemetation


BSM in ActionService is ready for use!


Proven customer value

74% first call

resolution rate

$32M in IT

efficiency

savings

36% reduction in

support costs

75% first fix

rate

40,000 weekly

changes

400% increase

in admin

productivity

Comprehensive adoption:

Avoiding $24M

data center

expansion

5-year compliance

savings of $41M

ITIL and ISO9000

compliance

Reduced incidents by

20% & change approval

from weeks to days

Reduced MTTR by 30% &

outages due to changes

by 30%

Full function

CMDB is “single

source of truth”

Business service

events decreased 40%

74% reduction

in downtime

Single point of control

for 8,000 daily jobs

Handle same workload

as competitors with 3x

to 4x MIPS

Forecasts resource

needs to avoid going

over budget

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© Copyright 11/1/2010 BMC Software, Inc 1 fileit with business service management release...

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