1. Simplifying The Service DeskGN003SNTim Rochte Nimsoft Service Desk Product Marketing Page 1 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

2. abstractIn this session, you will learn about the forecast for theindustry with regard to service management in the cloudand you will gain an understanding of present and futurecapabilities for managing your service managementstrategy and leveraging the capabilities of the cloud. Inthe not-so-distant future, process enablement willabsolutely include cloud technology, so get it right the firsttime and be on the leading edge of adoption Page 2 2 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

3. Agenda IT is complex. Must IT Service Management follow? How can we simplify IT? How does The Cloud change things? Where to start Page 3 3 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

4. IT is complex.Must IT Service Management follow? Page 4 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

5. Is IT Complex? Credit to: (animation order) Cleverworkarounds, TechRepublic, HCI-ITIL.com, ERP4IT, bitinnovation.blogspot.com Page 5 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

6. IT is not about the tech Page 6 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

7. IT is about the people and business Page 7 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

8. IT is simple at the core Think like a service provider, not a technologist Determine the business need Plan for service Deliver to expectations Page 8 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

9. How can we simplify IT? Page 9 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

10. Focus on what matters to the business Core Chore Supporting Business Running a data center processes Keeping the network Sales functional Manufacturing Running ERP systems Finance Running ITSM applications Enabling users to do their jobs Tech support Provisioning Page 10 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

11. Questions Page 11 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

12. Leverage The World Leverage the cloud You dont have to own the tools Give work to MSPs You dont have to do everything Follow Best Practices and Utilize Standards Dont reinvent the wheel Configure dont customize Are you an ISV? Page 12 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

13. How does The Cloud change things? Page 13 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

14. Cloud What is it really? Infrastructure Managed somewhere for the consumption of the client population Public Cloud Infrastructure physically located off-site from the company Private Cloud Infrastructure physically located on-site at the company Hybrid Cloud Some infrastructure on-site AND some off-site If you dont already, you WILL have all of this to manage Page 14 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

15. Cloud Does it help? Cloud technology provides the ability to: Improve Agility Increase Revenue Reduce Costs Dynamic in nature of cloud and virtualization also: Increases Complexity and Risk Makes managing Configuration Information more difficult Makes managing this agility more reliant on People, Process and Technology Page 15 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

16. Where does the Cloud really fit today? IT must accommodate cloud services and technology into their business More pressure for IT to run as a service provider Opens doors to more right sourcing The cloud allows IT to support the elasticity of the business Page 16 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

17. How can you manage in the Cloud? Leverage the cloud for services that make sense. Examples: Page 17 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

18. Service Desk in the Cloud The best practices exist ITIL and practical experience Efficiency and alignment is the business value Uniqueness doesnt matter Process applications are well suited Low data flow, common browser UIs Get improvements automatically You dont have to know the next best thing SaaS app configuration models Cloud apps have to be mass customized Page 18 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

19. What to watch out for Services are out of your hands This demands a true service management focus Application creep The cloud enables business managers to go rogue Build out tools to manage IT services no matter where they are Looking at cloud services should look like any other IT service Ensure that your own tools and processes are cloud agnostic - Performance monitoring - Do your tools see cloud resources like internal ones? - Configuration management - Increased complexity of platforms Page 19 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

20. Summary Page 20 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

21. Recommended SessionsSESSION # TITLE DATE TIMEGN003SN Simplifying the Service Desk 11/14/2011 16:00GN002SN Managing IT at the Speed of Business 11/15/2011 11:00GN102SN Managing your Cloud with Confidence 11/15/2011 13:15 Seize the Cloud! Proven Tactics from a Successful ServiceGN100SN 11/15/2011 14:45 Provider Best Practices for Private Cloud and VirtualizationGN004SN 11/15/2011 16:00 MonitoringGN007SN User Experience One Perspective To Rule Them All 11/16/2011 9:45GN006SN Nimsoft SaaS Service Desk Essentials 11/16/2011 11:00GN005SN Monitoring that Just Works 11/16/2011 13:15GN101SN Cloud Service Assurance Driving Cloud Availability & QoS 11/16/2011 14:45 Page 21 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

22. Related Technologies Booth 201 - Nimsoft Monitor Booth 201 - Nimsoft Service Desk Booth 202 - Nimsoft User Experience Innovation Center - Nimsoft Automation Page 22 @nimsoft & @TimRNimsoft nimsoft, all rights reserved

23. Thank You! Visit www.nimsoft.com/CAworld2011 for more information. Page 23 @nimsoft & @TimRNimsoft nimsoft, all rights reserved