BMC Matrix ItSMF

ITSM On-Premise or On-Demand

Make Service Desk, Change Management and Asset Management Integrated and EfficientManagement Integrated and Efficient

Svetlana StolyarovSR SW Consultant EEMEABMC S ftBMC Software

Agenda

BSM approachUse Cases BSM in ActionUse Cases BSM in ActionIntelligent IncidentCl d Lif l M tCloud Lifecycle Management

Copyright 11/8/2010 BMC Software, Inc 2

The current state of IT Service ManagementHow we work today!y

INCIDENT

SERVICEREQUEST

MANAGEMENT

INCIDENTMANAGEMENT

SERVICELEVEL

MANAGEMENT

DATAMANAGEMENT

MANAGEMENT

ASSETMANAGEMENT

RELEASEMANAGEMENT

CONFIGURATIONMANAGEMENT

GOVERNANCE AND EVENT AND IMPACTGOVERNANCE AND COMPLIANCE MANAGEMENT

EVENT AND IMPACTMANAGEMENT

DASHBOARDSENTERPRISE SCHEDULING

CAPACITYMANAGEMENT

PERFORMANCE & AVAILABILITY MANAGEMENT

SCHEDULING

CHANGE


CHANGEMANAGEMENT

IT with Business Service Management

SERVICEREQUEST

CAPACITYMANAGEMENT

INCIDENTMANAGEMENT

MANAGEMENT DATAMANAGEMENT

SERVICE LEVELMANAGEMENT

GOVERNANCEEVENT

AND IMPACTMANAGEMENT

GOVERNANCEAND COMPLIANCE

MANAGEMENT

BSMRELEASE

MANAGEMENTASSET

MANAGEMENT

DASHBOARDSCONFIGURATION AUTOMATIONAUTOMATION

ENTERPRISESCHEDULING

PERFORMANCE &

CHANGE MANAGEMENT


PERFORMANCE & AVAILABILITY MANAGEMENT

A Unified Platform for Managing IT

BSM: A Unified Platform for Managing IT

Simplify and automate service managementR t h & t b i i- Request, change & support business services

- Consistently deploy services across applications, servers, networks, and clients

- Discover, model, and prioritize services to Discover, model, and prioritize services to improve decisions

- Federate and orchestrate data and workflow to improve efficiencyP ti l id tif d l IT i- Proactively identify and resolve IT issues

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


BSM is a unified platform for running IT

ProblemService Request

IncidentManagement

KnowledgeManagement

Demand & Resource Management

ProblemManagement

Service RequestManagement

IdentityManagement

Asset Change & Release ApplicationAutomation

Financial Planning &Budgeting

ServerAutomation

SupplierManagement

ServiceCatalog

AssetManagement

Change & ReleaseManagement

Service LevelManagement

Service CostManagement

NetworkAutomation

Dashboards &Analytics

CMDB / CMSDiscovery &Dependency

ClientAutomation

IT Controls &Policy Management

CapacityManagement

Enterprise Scheduling &Workload Automation

Event & ImpactManagement

MainframeAutomation

y p y

Performance &Availability Management

Application ProblemResolution

MiddlewareManagement

DataManagement

StorageManagement


Business runs on IT. IT runs on BMC Software.

100% focused on BSMN ti t t i- 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 executionInnovation, vision, and execution- Pioneered concept of BSM- 94 software technology patents gy p- 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 efficiencyReduce support costs by 25%

Demonstrate Transparency95%+ visibility to IT spend and activity

Increase Business Value50% faster delivery of IT services

Manage RiskTime for audit tasks reduced from months to minutes

Assure Quality of Service

Time for audit tasks reduced from months to minutes Reduce the cost of compliance by 30%


Q yReduce downtime by 75%70% faster MTTR

What do I have?


What do I have?Discovery & Dependency Mappingy p y pp g

Discovery &Dependencyp y


What do I have?Discovery & Dependency Mappingy p y pp g

Asset Inventory Discovery

Application Dependency Mapping

Business Process Discovery

BMC Atrium Discovery & Dependency Mapping

Power, Heat, and Software End of Support Data Discovery

Mainframe Discovery Dependency Mapping(ADDM)

Mainframe Discovery


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

B i S iBusiness Service

Business ProcessBusiness Process

ERP Applications

ERP System

ERP App Servers


ERP App Servers

What do I have?CMDB Single Source of Truthg


What do I have? Discover a dynamic environmentDiscover a dynamic environment

Atrium Orchestrator checks with Remedy33

This is an unplanned change-Atrium Orchestrator opens a

4477checks with Remedy Change Management for valid change request

33 pre-approved change request to accelerate the action

through the change process

44

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

th b i i

77

VMotion alerts Atrium22

Atrium Orchestrator alerts Discovery to the

relationship change and triggers an on demand55

the business service

VMotion alerts Atrium Orchestrator of change22 triggers an on-demand scan updating the CMDB

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

th

11

Near real-time reconciliation is completed and the

service model in the CMDB is dynamically updated to

reflect the new VM - Cluster relationship

66

Discovery

another relationship

AtriumOrchestrator


VMotion

BMC VMWARE NDA ONLY

ChangeManagement

Intelligent Incident


Intelligent Incident

CMDB / CMS



Intelligent IncidentEliminate Reliance on Reactive Thresholds

Self-Learning Analytics

? $Upper

Baseline

Normal Behavior

Lower

Baseline


Intelligent IncidentEvent / Impact Managementp g



p y



Intelligent IncidentImpact Modelp


Intelligent IncidentService Level Managementg




p y



Intelligent IncidentRemedy Service Desky

IncidentManagement

ProblemProblemManagement




p y



Intelligent IncidentIncident Managementg


BSM in Action


BSM in ActionCloud Lifecycle Management

Rapid provisioning of services

y g

Service Requestp p gFrom months or weeks to hours or minutesSimplified and standardized

Service RequestManagement

Change & ReleaseSimplified and standardized interface for common requestsAutomated configuration

ApplicationAutomation

ServerAutomation

Change & ReleaseManagement

CMDB / CMS

Repeatable, auditable processNetworkAutomation


BSM in Action BMC Service Request Managementq g

Service RequestService RequestManagement

CMDB / CMS


BSM in Action BMC Service Request Managementq g


BSM in Action BMC Remedy Change Managementy g g

Service RequestService RequestManagement

Change & ReleaseChange & ReleaseManagement

CMDB / CMS


BSM in Action BMC Remedy Change Requesty g q


BSM in Action Change Implementationg p

Automation flow controlled by Change Management


BSM in ActionImplemetationp


BSM in ActionService is ready for use!y


Proven customer value

74% fi t ll $32M i IT 36% d ti i

75% first fix rate74% first call

resolution rate$32M in IT efficiency savings

36% reduction in support costs

rate

40,000 weekly changes

400% increase 5-year compliance in admin productivity

Avoiding $24M

5 year compliance savings of $41M

ITIL and ISO9000 compliance

Business service Avoiding $24M data center expansion

Reduced incidents by

events decreased 40%

74% reduction in downtime

Reduced incidents by 20% & change approval from weeks to days

Reduced MTTR by 30% & outages due to changes Single point of control

Forecasts resource needs to avoid going over budget

outages due to changes by 30%

Full function CMDB is single source of truth

for 8,000 daily jobs

Handle same workload as competitors with 3x to 4x MIPS

Copyright 11/8/2010 BMC Software, Inc 33Comprehensive adoption:

BMC Matrix ItSMF

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