Service Management: A Time for Change

Service Management:A Time for Change

Brian Bell

SVP, General Manager CA Service Management


Kris Brittain

Research Vice President Gartner, Inc.

IT Is Moving Toward More Holistic Approach To Service Management

Incident handling

Finger-pointing Change risk guessTechnical focus

Root cause analysisImpact analysisService focus

Labor-intensive

Prevent incidents

Self-service

Change Management

Problem ManagementCMDB

Knowledge Tools

Support Automation

Service Catalog

Yet IT Still Sees Piecemeal Multi-Product Approach From Vendors

> Complex licensing, nickeled and dimed to assemble enterprise-class solution

> Excessive field integration and customization raises cost, prevents migration

> Long training ramp-up produces skills that walk out the door

Tools andProcesses

Tools andProcesses

Tools andProcesses

Tools andProcesses

Tools andProcesses

Tools andProcesses

Tools andProcesses

Change Management

Problem ManagementCMDB

Knowledge Tools

Support Automation

Service Catalog

CA Unicenter Service Desk

Former Products

CA Unicenter Knowledge Tools

CA Unicenter Support Bridge

CA Service Desk Dashboard

CACMDB

CA Cohesion

CA Unicenter Asset Portfolio Mgmt

CA Unicenter Asset Management

CA Unicenter Asset Intelligence

CA Unicenter Desktop Migration

CA Unicenter Software Delivery

CA Unicenter Remote Control

CA Unicenter Desktop DNA

CA Service Catalog

CA Service Accounting

CA Service Assure

CA Software Change Manager

CA IT Asset Management(discovery)

CA Mobile Device Management

New Unified Products Simplify Solution Delivery

CA IT Asset Manager

CA Service Desk Manager

CA IT Client Manager


CA IT Asset Manager


New Unified Products Simplify Solution Delivery

TIME-TO-VALUE TOOLS:

■ Playbooks ■ Green Books ■ Productivity Accelerators

Fixed-price,rapid implementation options

DEPLOYMENT PLAYBOOKS:

Repeatable Methodology

Enhance and Accelerate Value:Deployment Playbooks for Services, Partners

NEED TIME-TO-VALUE TOOL

Service Management Solution Requirements Specification

Rapid Implementation Service Offerings with fixed-price and 60-90 day time-to-value

Understand how and whyfor integration, configuration

CA GREEN BOOKS:

Detailed Implementation Guides

Enhance and Accelerate Value:CA Green Books for Customers


Enhance and Accelerate Value:CA Productivity Accelerators for Users

Institutionalize process and tool skills

CA PRODUCTIVITY ACCELERATORS:

Contextual Self-Training


New: CA Service Desk Manager r12

> Unification

> Change calendar

> Analytics

> Roles-based

> Multi-tenancy

Accelerate value and lower total cost of ownership

New CMDB Capabilities in Service Desk Manager r12

> Visualizer

> Potential change impact

> Root cause analysis

> CI Versioning

> CMDBf standard

Empower change and problem management

ApplicationPerformance Management

Data CenterAutomation

ITGovernance

Service Management

EITM Business Service Integrations Deliver Cross-IT Automation

New CA offering:

Manage Infrastructure as an IT Service

Infrastructure Management

Security Management

New CA offering:

Identity and Access Mgmt as an Automated Service

13

Summary: What’s New?

> New approach to simplify holistic service management Unified products

Rapid Implementation Service Offerings backed by CA Deployment Playbooks

CA Green Books

CA Productivity Accelerators

> New CA Service Desk Manager r12 Includes new CA CMDB r12

> New EITM Business Service Integrations Identity and Access Mgmt as an Automated Service

Manage Infrastructure as an IT Service


Harry K. Butler III

IT Project Manager Elbit Systems of America

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

Incident, Problem, Change Management

> Incident Leveraging Self Service Capabilities

Integration with Event Monitoring solutions for auto-incident creation

Beginning to leverage Knowledge creation and management

> Problem Leveraging integration with Incident, Change and CA CMDB

for analysis of problems

Determining Root Cause Analysis based upon historical analysis and leveraging the CA CMDB for information on affected CIs



Incident, Problem, Change Management

> Change Managing Infrastructure Changes via the CAB

Incorporating Standard, Minor, Major and Emergency change processes with all of IT

Leveraging the CA CMDB to understand Potential Risk associated with the change BEFORE the change!!!!

Leveraging Change Management to update the CA CMDB once authorized



Richard Carlson

Vice President of TechnologyPSR Associates


About Elbit Systems of America

> Elbit Systems of America is a leading provider of high performance products and system solutions focusing on the defense, homeland security, commercial aviation and medical instrumentation markets.

> Locations throughout the United States

> Elbit Systems of America, LLC is wholly owned by Elbit Systems Ltd. (NASDAQ: ESLT)

> 10 years with CA Products


About PSR Associates

> Founded in Atlanta, Georgia in 2003, PSR Associates is a project-based, information consulting and staff augmentation services organization, focusing on the media and entertainment, telecommunications/ wireless, financial, and consumer products markets

> Locations: Atlanta, Tampa, DC, and Birmingham

> Customers in all Industries with a emphasis on Broadcasting and Media

> Geography includes United States and Canada


PSR Associates CA Solutions

CA Service Management Products


– CA Service Desk

– CA Knowledge Tools

– CA SupportBridge™

– CA CMDB


– CA Asset Management

– CA Software Delivery

– CA Remote Control

– CA Asset Intelligence

– CA Patch Management

Service Delivery & Catalog

– CA Service Metric Analysis

– CA Service Catalog

CA Infrastructure Management Products

Networks Systems Management

CA SPECTRUM

CA eHealth

CA Wily

CA Workload

CA Governance Products CA Clarity Project and Portfolio

Manager

CA Security Management Products

CA Threat Management

CA Anti-Virus

CA Anti-Spyware for the Enterprise


PSR Associates CA Solutions Success Stories

> Service Desk Implementation to R.11 PSR replaced a internal developed home grown Incident and Change Management

systems with Service Desk.

– Customer produced defined reports on requests verses incidents to better understand business critical problems.

– Requests versus incidents data was used to set more defined service levels for specific priorities and problem types.

– Understanding of configuration item dependencies and how they map to Business Processes/Critical Business Applications.

– Automated Ticket Generation (Proactive Incident Management)

> CA SPECTRUM Upgrade & CA eHealth Implementation Demo & LAB Environment

– PSR took advantage of it’s IT Infrastructure and duplicated the customers environment. PSR exported customers Spectrum data to its environment and completed the upgrade process. PSR then imported the upgraded Spectrum data into the customers production staging environment without interaction with the customers original production environment.


CA’s Approach To Service Management

> CA Service Management Partner Relationship Business Unit Participation and Support

Playbooks (Case Studies/Best Practices/Tips & Tricks)

Single Solution (Based around ITIL Best Practices)

> Customer Benefits Increased Productivity

Integrated Solution

Time To Value

Cost Savings

Service Management: A Time for Change

Documents

Transcript of Service Management: A Time for Change