1 What’s Driving You Towards BSM Adoption? Aligning IT with business priorities Improving service...

1

What’s Driving You TowardsBSM Adoption?

Aligning IT with business priorities

Improving service to end users

Controlling IT costs

IT process improvement

Developing a proactive IT organization

Managing IT complexity

Making IT accountable and transparent

Building an IT team focused on service

Automation

Virtualization

Source: CIO Custom Solutions Group, Nov. 2007

CA Service Management Solutions

Q1 FY09Q2 FY09

Simplifying the Service Management Product Portfolio

• Service Desk• Knowledge Tools

• Dashboard• Support Automation• CMDB with Cohesion

CA Service Desk Manager

Incident, Problem,Change Management

IPM Playbook

• Service Catalog• Service Accounting

• Service Assure• Service Metric Analysis

Service Level& Catalog Mgmt

• CMDB• Change Manager

• Software Change Manager

Change, Config &Release Mgmt

ITAM Playbook

• Asset Portfolio Management

• Software Compliance Manager

• Asset Intelligence• Asset Mgmt Collector

• Service Catalog

CA IT Asset Manager

IT Asset Management

ITCM Playbook

• Asset Management• Desktop DNA

• Patch Management• Remote Control

• Software Delivery• Asset Intelligence

CA IT Client Manager

IT Client Management

> Integrated Incident, Problem and Change Management

> Online self service and support automation

> Knowledge capture and reuse

> Audit trail for compliance needs

> Customer satisfaction surveys

> Management reports and dashboard

> Change impact analysis

> Root cause analysis

> Manage and visualize relationships between services and CIs

> Application dependency mapping

CA Service Desk Manager Overview

• Service Desk• Knowledge Tools

• Dashboard• Support Automation

• CMDB w/ app dependency mapping

CA Service Desk Manager

Incident, Problem,Change Management

IPM Playbook

> Process centric software change management

> Form and procedure automation

> Defect tracking

> Operational change management throughService Desk Manager

> Change impact analysis

> RFC to release lifecycle integration

CA Change, Configuration and Release Mgmt

• CMDB• Service Desk Manager

• Software Change Manager

Change, Config &Release Mgmt

> Full lifecycle IT asset management

> Vendor and contract management

> Financial management

> Software license compliance

> Asset catalog for requisition

> Non-intrusive inventory capability

> Seamless integration with Microsoft SMS

> Advanced analytics for decision making

CA IT Asset Portfolio Manager

ITAM Playbook

• Asset Portfolio Management

• *Software Compliance Manager

• Asset Intelligence• Asset Mgmt Collector

• *Service Catalog

CA IT Asset Manager

IT Asset Management

> Standardize and simplify request management

> Actionable catalog items

> Tracks entitlements through subscriptions

> Establishes and manages formal service contracts

> Align operational metrics to SLA’s

> Allows alignment and managementof cost, quality and value

> Better manages IT spend at thebusiness unit level

> Improves cost recovery capability

CA Service Level and Catalog Mgmt

• Service Catalog• Service Accounting

• Service Assure• Service Metric Analysis

Service Level& Catalog Mgmt

CA Service Desk Manager Overview

Service Desk Manager

> Incident/Problem/Change Integrations: Shared data model,

Common asset viewer Web based administration Web Screen Painter CA Workflow Service contracts

> Knowledge Tools Integrated architecture, UI and

administration Knowledge Report Card Action content

> Reporting Knowledge and self-service focused

metrics Additional filters

> Integration Integration with Support Automation Integration with SCM Others

10 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.

Goals of the Role-Based Interface

> Improve navigation and usability

> Increase flexibility Utilize out-of-the-

box Roles

Create your own Roles

> Provide out-of-the-box Roles that align to best practices

> Reduce the need for customization


Change Order Schedule

> View upcoming scheduled change orders in a calendar-like interface

> Export to desktop calendar (iCal format)

> Integrates with Role-Based Interface

> Schedule Formats Month, Week, Day

N-Day

List


Reporting - CA Business Intelligence

> Full version of Business Objects XI Premium with Web Intelligence

Delivered out-of-the-box at no additional cost

A separate optional component install

> Included Business Objects Advanced Features

Schedule reports

Export to Excel, PDF, CSV

Modify graph types

Add filters, sorting and calculations


Enhanced Search Capabilities

> Knowledge Management now uses a 3rd party search engine to extend search capabilities

> Search a variety of content types Knowledge Documents

Attachments to Knowledge Documents

Files uploaded to the knowledge base

Requests, Incidents and Problems

External Repositories

> “Did You Mean” functionality

> Recommended Results


CMDB Visualizer


CMDB Versioning

IT Asset Management

IT Asset Management (ITAM) is the management and reconciliation of the physical, financial and contractual lifecycle of IT assets to enable the delivery of cost-efficient, timely business knowledge to better manage and control the business and operational aspects of IT.

Fundamental IT Asset Management

> Tracking and reporting on assets Discovery and inventory/stock

Usage

> Proving ownership Contract, license and financial management

> Savings Harvest and re-use

Invoice reconciliation

Lease management

Software compliance

Convergence: ITAM and Service Desk Management

> Empower technicians to make more informed decisions with instant access to:

Contractual and licensing information

Audit/change history

Maintenance and warranty information

> Gain insight into the total cost of your IT assets by viewing all costs associated with your asset

base

> Leverage incident (performance) data to better negotiate with your vendors and suppliers

What Do Customers Want…

Service Desk Calls

KnowledgeDatabase

Centralized Knowledge Base

• Knowledge-driven support• Consistent, correct answers

to common problems• Online self-help

DesktopManagement

SupportAutomation

Change Management

Management Metrics

IncidentManagement

ProblemManagement

Root Cause

Desktop & Server Mgmt.• Asset discovery and

inventory• Remote control• Software & patch

deployment• Protect against

vulnerabilities• Automate system

migrations

Incident & Problem Mgmt.

• Detect & record• Classify, diagnose &

resolve• Monitor, track &

communicate• Analyze, develop &

implement fixes• Close incident, problems,

known errors & report

Change Management• Plan, prioritize, and

categorize• Analyze impact• Manage authorizations• Manage implementation

Management Metrics• Near real-time performance

indicators• Defined KPI’s• Drill down view of data • View business and operational

information

20 April 19, 2023 EITM Overview Copyright © 2007 CA

Service Availability Management

Network & Voice Management

Dynamic & Virtual Systems Management

DatabaseManagement

ApplicationPerformance Management

Recovery Management

Workload Automation

Change & Configuration Management

Service Level Management

Incident& Problem

Management

Application & PerformanceManagement

IT Asset& Financial

Management

Project & Portfolio Management

Information Governance

Identity & AccessManagement

Security Information

Management

Threat Management

UNIFIED SERVICEMODEL

Govern Manage Secure

Our Vision: A Modular Approach to Integrated IT Management

1 What’s Driving You Towards BSM Adoption? Aligning IT with business priorities Improving service...

Documents

Transcript of 1 What’s Driving You Towards BSM Adoption? Aligning IT with business priorities Improving service...