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
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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
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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
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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
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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
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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
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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%
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Q yReduce downtime by 75%70% faster MTTR
What do I have?
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What do I have?Discovery & Dependency Mappingy p y pp g
Discovery &Dependencyp y
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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
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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
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ERP App Servers
What do I have?CMDB Single Source of Truthg
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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
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VMotion
BMC VMWARE NDA ONLY
ChangeManagement
Intelligent Incident
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Intelligent Incident
CMDB / CMS
Performance &Availability Management
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Intelligent IncidentEliminate Reliance on Reactive Thresholds
Self-Learning Analytics
? $Upper
Baseline
Normal Behavior
Lower
Baseline
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Intelligent IncidentEvent / Impact Managementp g
CMDB / CMSDiscovery &Dependency
Event & ImpactManagement
p y
Performance &Availability Management
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Intelligent IncidentImpact Modelp
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Intelligent IncidentService Level Managementg
Service LevelManagement
CMDB / CMSDiscovery &Dependency
Event & ImpactManagement
p y
Performance &Availability Management
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Intelligent IncidentRemedy Service Desky
IncidentManagement
ProblemProblemManagement
Service LevelManagement
CMDB / CMSDiscovery &Dependency
Event & ImpactManagement
p y
Performance &Availability Management
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Intelligent IncidentIncident Managementg
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BSM in Action
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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
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BSM in Action BMC Service Request Managementq g
Service RequestService RequestManagement
CMDB / CMS
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BSM in Action BMC Service Request Managementq g
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BSM in Action BMC Remedy Change Managementy g g
Service RequestService RequestManagement
Change & ReleaseChange & ReleaseManagement
CMDB / CMS
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BSM in Action BMC Remedy Change Requesty g q
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BSM in Action Change Implementationg p
Automation flow controlled by Change Management
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BSM in ActionImplemetationp
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BSM in ActionService is ready for use!y
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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
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