Prepared by Dept. of Information Technology & Telecommunications, April 20, 2023

Enterprise Systems Management

ESM Vision and Rationale

Manager of Managers (MOM) Overview and Features

Business Service Management (BSM) Overview and Features

ESM Prospective and Overview

Prepared by Dept. of Information Technology & Telecommunications, April 20, 2023

ESM - Vision

• Enterprise Systems Management – Vision

– The ESM systems will enable the City to proactively manage IT resources; automate problem tracking; monitor, maintain and enforce best practice change control; manage physical assets to ensure high availability, reliability, improve ROI; and leverage the current investments in existing resources.

– DoITT has chosen the ITIL certified products

– These solutions will be software driven and are intended to centralize the comparison, reporting and tracking of potential and ongoing network and application issues first internally, and then expanding these services to other agencies.

Prepared by Dept. of Information Technology & Telecommunications, April 20, 2023

ESM - Rationale

• Why Enterprise Systems Management?

– DoITT in conjunction with other city entities recognized the need for End-to-End Monitoring of IT resources to ensure high availability and reliability.

– By consolidating all of the alerts into a single console, it is possible to analyze the alert data to identify the root-cause of an incident, a problem or a potential problem and then achieve a quicker mean time to repair.

– Along with monitoring, the development of a multi-agency, comprehensive Service Desk will provide complete customer service, which allows for notification and tracking of both potential and current problems/issues. When faults occur in any system, rapid identification is forwarded to managers and/or technicians with the impact details of these end-to-end performance failures.

Prepared by Dept. of Information Technology & Telecommunications, April 20, 2023

ESM - Current: Silo, Separate Reporting

Network

Network

Network

Network

OSS

OSS

OSS

OSS

Reports

Reports

Reports

Reports

Wintel

Mainframe UNIX

Other Systems

Prepared by Dept. of Information Technology & Telecommunications, April 20, 2023

ESM - Converged solution with automated provision

Network

Network

Network

Network

OSS

OSS

OSS

OSS

Network

Reporting

System

• Network reporting will be the first platform to deliver fully converged solution

Prepared by Dept. of Information Technology & Telecommunications, April 20, 2023

ESM - Objectives

• Enterprise Systems Management - Objectives

– An objective of the ESM project is to achieve economies of scale and produce the most cost effective technology solutions for the City of New York – to achieve this objective, the project has been staged as a multi-agency initiative.

– Initially, DoITT will partner with FISA, but there is no limit to the number of agencies that can eventually benefit from the features of this service; the enterprise-wide nature of this solution will permit any agency to participate when they have the need to improve serviceability, reliability and availability.

– The functions of Change Control and Asset Management will further ensure availability and will leverage the existing investment of all IT resources.

Prepared by Dept. of Information Technology & Telecommunications, April 20, 2023

ESM Realtime Asset Monitoring

• Single Panel View

Prepared by Dept. of Information Technology & Telecommunications, April 20, 2023

ESM– Assurance Framework

• Assurance Framework

Prepared by Dept. of Information Technology & Telecommunications, April 20, 2023

ESM Products

• ESM Products Service management software providing the ability to submit, monitor and manage help desk cases, change requests and

asset inventory data.

• Features of a BSM Software Suite:– Premier Products in the Market Place (ITIL Certified)

– ITIL Best Practices built into an integrated IT Service Management application suite

– Incident and Problem Management

– Change Management

– Configuration and Asset Management

– All Applications reside on a ‘workflow engine’ that delivers services that will track any asset with a lifecycle

Prepared by Dept. of Information Technology & Telecommunications, April 20, 2023

ESM - Prospective

• Enterprise Systems Management Prospective

– Each organizational unit’s technical staff/management will be able to proactively address potential problems and will have the ability to view and review data for problem determination and resolution.

– In creating a centralized helpdesk at DoITT, experienced technicians can be dispatched to address problems at agencies requiring those skills, which may not be readily available internally and would require a financial outlay for the agency to source.

– In addition, agencies will be able to use a web-based interface to access the centralized helpdesk application - minimizing the cost of housing and maintaining the application for each agency and allow the development of a knowledge base of problems and likely solutions, as a reference guide.

Prepared by Dept. of Information Technology & Telecommunications, April 20, 2023

ESM - Overview

• Enterprise Systems Management Overview

ESM

Services

Monitoring Suite

• Manager of Managers (MOM)

• Monitor our diverse architecture and inventory of hardware, software and the services that we currently provide

• Single View for Alerts

Business Service Management

• Incident and Problem Management

• Change Management

• Configuration and Asset Management

• DoITT

• FISA

• Future: Department of Sanitation, DCAS, the Buildings Department, the Department of Probation and others…

ITIL

• Optimize resources Utilization• Reduce Cost

• Improve Availability

• Tune Capacity

• Increase Throughput

• Improve Scalability

Supported Agencies

Prepared by Dept. of Information Technology & Telecommunications, April 20, 2023

Enterprise Systems Management

• Questions and Answers

Prepared by Dept. of Information Technology & Telecommunications, April 20, 2023

Contact Information

Service Delivery:Michael Bimontembimonte@doitt.nyc.gov(718) 403-8188

Help Desk:Vito Granatovgranato@doitt.nyc.gov(718) 403-8243

ESM Project Management: James Lisnoffjlisnoff@doitt.nyc.gov(718) 403-8688Diane Witekdwitek@doitt.nyc.gov(718) 403-8427