Intelligent Service Management with Micro Focus SMA (with CDF & CMS) Shannon Lake VP, Solutions and Strategy, B12 Government Solutions March 8, 2018

Transcription

1 Intelligent Service Management with Micro Focus SMA (with CDF & CMS) Shannon Lake VP, Solutions and Strategy, B12 Government Solutions March 8, 2018

2 Today s IT Service Management reality 43% of service desk resource time is consumed by telephone support takes up 34% of a service desk s capacity 56% of information workers first try to solve a problem themselves 32% say self-help is faster than contacting service desk Micro Focus SMA-X 2

3 Service Management challenges Service desk seen as slow and unresponsive Inadequate or limited selfservice Too many manual tasks Long deployments and expensive upgrades Unknown asset usage Micro Focus SMA-X 3

4 The inevitable business impact Dissatisfied users bypass the service desk Inefficient service desk at a high cost Low service quality at high cost Proliferation of shadow IT and LOB initiatives Overspending on assets Micro Focus SMA-X 4

5 Key outcomes enabled by IT Service Management Improved user experience Automated ticket handling Intelligent knowledge delivery Engaging experience Fast, efficient ticket handling Proactive IT Service Management Task and workflow automation Increased efficiency The Micro Focus advantage The Big Data service desk powered by actionable analytics enables an improved end user self-sufficiency, fast issue resolution and lower ticket volumes, reducing the cost to run IT. Micro Focus SMA-X 5

6 ITOM Platform

7 2017 Focus on Container Deployment Foundation Domain specific applications make up ITOM suites ITOM Suite(s) Shared technical services to optimize deployment Strong orchestration layer - Open Source based Identity ChatOps Licensing Monitoring Logging Config & Certs Stores Container Deployment Foundation (Container Runtime + Orchestration) Multi-Cloud Deployment support Physical Virtual Cloud

8 From Revolution to Evolution in 2018: Introducing the ITOM Platform Modern UX, REST APIs, Bots Operations Orchestration Discovery and Configuration Management Collect Once Store Once with Vertica Business Value Dashboards & Reporting Micro Focus Solution Specific Content and Services Third Party Content and Services Admin, CICD, Single Sign-On, License Mgmt Container Deployment Foundation P H Y S I C A L V I R T U A L C L O U D C A A S * Future

9 ITOM Platform Priorities Enterprise Readiness and Robustness Container Deployment Foundation Deliver Services and Flexibility Building, Onboarding and Consumption models Grow Ecosystem APIs, SDKs & Libraries, and ITOM Marketplace

10 ITOM Service Composition with SMA-X CDF Services Cross Domain Services ITOM Services Micro Focus Services Identity Orchestration Case/Incident Build Licensing Discovery/CMDB Offer Management Test Logs Data lake Catalog Aggregation CI/CD CICD/Updates Dashboard Knowledge Base Release Auto-scaling Insights & ML Event Correlation Self-Healing Reporting ChatOps Service Design Service Fulfillment Integration Services Data Services Relational Analytical (Vertica) RBAC Portal Auditing Notification Billing/Reporting Usage Diagnostics/Remediation Patching API Gateway Event Broker Content Compliance

11 ITOM Platform CLIP Use Case with CICD Hybrid Cloud Management Operations Bridge IT Service Management Automation Test Management Hybrid Cloud Management Release Monitoring Event Incident Diagnose /Fix Test Change Cross-domain Services Orchestration Discovery CMDB Insights Data Lake ChatOps CI/CD

12 Service Management Automation

13 One suite, One Experience, Two Flavors of Choice Converging capabilities from Service Manager and former Service Anywhere SMA-SM AM Service Portal SMA-X Configuration Management System Container Deployment Foundation (CDF) SMA Suite: one suite for Service Management Single portal and mobile app Choice of technology flavor at deployment time enabled by ITOM CDF: - SMA-SM for existing SM customers - SMA-X for new customers or existing SAW customers - Mixed mode (Portal only), for existing SM 9.4x & 9.5x customers

14 The solution: Micro Focus Service Management Automation (SMA) At the core: Service Manager (SMA-SM) and Service Anywhere (SMA-X) Engaging Collaboration UCMDB OOB Best Practices Embedded Big Data Integrations Self-service Actionable Analytics Tablet Chat Mobility Codeless Configuration Continuous Delivery 14 Micro Focus SMA-X

15 Micro Focus SMA Increase your service desk efficiency Superior user experience Self-service portal and real-time chat Easy and fast problem resolution Based on Big Data and Virtual Agent Fast time to value Codeless configuration and built-in ITIL best practices Service desk automation for common tasks and workflows Mobility Access from everywhere, anytime 15 Micro Focus SMA-X

16 Intuitive Service Portal Notifications Google-like search Shopping cart Native mobile app Personalized News alerts on active outages. Catalog offerings

17 IT Service Management, Asset Management, and more Mega-menu provides access to the full suite of X based applications Administration section provide access to the codeless configuration tools and support data tables of the X platform

18 Proactive Live Support Caller details including their recently opened requests Proactive suggestions found through big data search of solutions, knowledge, related tickets, and assets Optimized experience for live phone based support. Minimize clicks and maximize productivity.

19 Fast CI Detection Detected CIs are automatically added to the involved CIs section of the record Analyzes rich text content and automatically finds and highlights CIs that appear in the text

20 Change Calendar Visual change plans in the Forward Schedule of Changes Identify scheduled maintenance windows and flag changes that fall outside planned maintenance or without blackout periods Track planned on ongoing change status. Manage a change schedule directly within a change.

21 Change Analytics Predictive analytics suggest process improvements Analytics identify areas that can benefit from standard modeling and automation as means to reduce risk, increase success rates, and reduce implementation times

22 Actionable Hot Topic Analytics Configure stop word lists for hot topics Analyze hot topics within user portal search, social Q&A, requests, incidents, and survey results Create knowledge articles, catalog offerings, and problem records Displays related topic terms and hot topic record counts Hot topic maps provide an analysis of important interest areas

23 Codeless Configuration WYSIWYG editing of forms No programming knowledge required Retains custom configurations for seamless upgrades Simple graphical interface to modify process flows, models, and forms

24 Big Data makes a difference Lower ticket volumes, faster ticket handling times, satisfied users 82% of Consumers say the #1 factor that leads to a great customer experience is having their issues resolved quickly. (ICMI) Smart ticketing Simple submission and automatic classification Smart and chat Live and virtual agent for increased self-sufficiency Universal search Intelligent knowledge delivery Hot Topic Analytics Proactively spot hot topics Identify data trends Automatic execution For Standard workflows 24 Micro Focus SMA-X

25 Change management Increase control, enable compliance and reduce risk ITIL aligned out-of-the-box workflows Normal changes Standard changes Emergency changes Change proposals Increase change success rate Automate change execution Impact analysis and collision detection Detect unplanned changes Improve collaboration Increase change advisory board (CAB) effectiveness Improve audit and compliance posture 25 Micro Focus SMA-X

26 Task automation Automating service desk processes and common tasks Automates the break-fix cycle Diagnostics and remediation Change execution and release deployment Automate change related tasks Orchestrate change processes Enables fast request fulfillment By integrating with asset management and deployment 26 Micro Focus SMA-X

27 Knowledge management Empower your staff and end users by enabling and leveraging organizational wisdom Reduce re-work Leverages knowledge across the organization Lowers service desk TCO Reduces call resolution time Increase the user experience Obtains best answers in real time For IT staff and end users Better self-service support Reduces call volume Decreases cost Increases end user satisfaction Build and certified on best practices Knowledge-Centered Support (KCS) 27 Micro Focus SMA-X

28 SMA-X ChatOps A virtual war room to efficiently improve IT agent collaboration Enhance team collaboration Connects people and bots Rapid action-based communication Tightens feedback loop Improves information sharing Automation Major incident can automatically create a war room (using Slack) Increase efficiency For existing ITSM processes Enables DevOps 28 Micro Focus SMA-X

29 Mobility Anytime, anywhere access for a superior user experience Reduce ticket volume and increase user satisfaction Empower users Support for various mobile devices End users Self-service Search knowledge Solve their own tickets or log new requests Field support engineers Update incidents Achieve Service Level Targets (SLTs) Approvers Approve changes and requests 29 Micro Focus SMA-X

30 Major Release Themes for SMA Multi-tenancy Enhanced Multi-tenant console for MSPs and shared services organizations Enhanced UX Enhanced suite user experience and improved Service Portal ios mobile app Enterprise readiness Improved enterprise readiness and public cloud support SMA-X on AWS marketplace Innovation Smart Analytics improvements SMA-X ChatOps

31 SMA-X Studio Empowering enterprise service management through codeless configuration Primary Use Cases Creation of new custom process based applications using codeless configuration Creation of support tables to be used within existing (or new) applications Expanded codeless configuration features for greater modification of existing application

32 SMA Suite Program Overview Customer Appreciation Program CAP Program Service Manager SMA Suite Express SMA Suite Premium Service desk, change management, service catalogue Service Manager, Smart Analytics, UCMDB, enabling: Improved Service Desk efficiency Quick time to value Robust IT management processes Control and security All of Express, Asset Manager, Brokering, enabling: Catalog aggregation Complete end-to-end control of assets and IT services You own Service Manager You are entitled to upgrade to SMA Suite Express via CAP You can upgrade further to SMA Suite Premium

33 Configuration Management System

34 Configuration Management System (CMS) 11 The industry s best combination of bottom up and top down discovery and modeling Intuitive User interface with the new CMS UI Easy access to all CMS data, views and reports Single tool with smart capabilities Federated CMDB, discovery, inventory and dependency mapping Comprehensive Discovery on-premise and cloud, l2-l7, storage Top-down and bottoms-up Agent-based, agent-less, hybrid, and passive Distributed + Mainframe Automated service modeling Easy, fast dependency modeling to a top-down model of a business service Common platform integration across ITOM tools

35 CMS UI new user experience

36 Redesigned CMS home page Out of-the-box Dashboard + Add your own reports Drill down for a complete report

37 Search Query & Models Path Resource Filter Click on the resource open it in the context

38 New Service Topology maps New Service Maps, with ability to change layouts, add layers, get relationships.

39 New Service Topology maps Drill down from the map to data about individual CIs.

40 Universal Discovery for Public and Private Cloud Public Private AWS Azure Google Cloud vcloud Open stack Cloud Foundry Dockers Discover services deployed on AWS, Azure and Google Cloud Real Time discovery for openstack, vcloud, Cloud Foundry and docker containers Deep discovery of dependencies and resources deployed Real-time push of data to integrated systems Software discovery on the cloud Service mapping Deploy CMS onto public cloud services

41 AWS Discovery Virtual Private Networks, Subnets, Auto-Scaling Groups Virtual Machine Virtual Machine Regional Deployment Visibility Machine Image Auto-Scaling Groups Virtual Private Network and Subnets

42 AWS Discovery Software inventory discovery via AWS System Manager integration

43 Smart Discovery

44 Smart Agent Agent Driven Inventory Discovery UCMDB Server DirectAccess/ VPN Data Flow Probe Wired Network Wireless Network Cloud VM Discover short lived cloud or workstation devices even when they float across IP addresses Delegating scheduling tasks to the UD agent enables just in time discovery Collect inventory via devices that are behind Microsoft Firewall (DirectAccess) Agent Scheduler Scanner Device Increase Coverage and accuracy

45 Automated Service Modeling Only enter a URL or ip to start ASM Models will automatically stay accurate over time Business Service Database Load Balancer Allows the service owner to create their model, rather than the UCMDB Admin Windows Host ASM now supports URL and non URL entry points Easier Troubleshot in version 11 Virtualization Layer Web Layer Running Software

46 Smart Software Analytics IDOL based automated software teaching Automated SAI Generation Embedded SAI Editor Recognition Process UCMDB Teaching Process User- configurable Scheduling Automated scan collection and SAI replication 46

47 ITOM Service Composition with SMA-X CDF Services Cross Domain Services ITOM Services Micro Focus Services Identity Orchestration Case/Incident Build Licensing Discovery/CMDB Offer Management Test Logs Data lake Catalog Aggregation CI/CD CICD/Updates Dashboard Knowledge Base Release Auto-scaling Insights & ML Event Correlation Self-Healing Reporting ChatOps Service Design Service Fulfillment Integration Services Data Services Relational Analytical (Vertica) RBAC Portal Auditing Notification Billing/Reporting Usage Diagnostics/Remediation Patching API Gateway Event Broker Content Compliance

48 On GovCloud Org Transformation Video Analytics Platform with Unique Content Micro Focus Center of Excellence Gov aams Offerings: AM, DevOps, Gov Compliance ITOM, Docker, TBMGovLean, & PPM with B12 Micro and Managed Service Solutions Small Business Program Small-Business ITOM ADM DOD/Intel Cleared Woman-Owned Security and legacy IM&G GSA Schedule 70 Prime Alliant II, EAGLE II, TIPSS, STARS, GITSS, COMMITS subcontract positions Minority-Owned

49 Thank You. Questions? Shannon Lake (cell)