Best Practice ITSM Process EcoSystem with Proven Operations Experience

Transcription

1 Best Practice ITSM Process EcoSystem with Proven Operations Experience

2 DRYiCE Gold BluePrint is ready to use, ITIL framework based Eco System built on the ServiceNow platform. Right-fit ITSM processes Customer-proven implementations Bring ITSM best practices to our customers PROVEN Faster time to value through use of our accelerators INNOVATIVE RAPID Automated Best Practices, and predefined Policies and Business Rules Ideate, Evaluate & Transform business through cutting edge solutions EXTENSIBLE Realize value by extending capabilities and integrating

3 Traditional Customer Challenges COTS vs. Custom Solutions - Which do you sacrifice? Process Efficiency or Ease of Maintenance / Upgrades? With DRYiCE Gold BluePrint Neither! Loosely coupled processes with no unified view of the system More effort spent on maintenance and upgradability Abstract-level categorization leading to operational inefficiency Difficulty in fulfilling audit and compliance requirements SIAM framework with no SLA and OLA, hindering effective service delivery Extremely flexible process framework

4 Key Features APP ECOSYSTEM Set of apps that enhance the value of DRYiCE Gold BluePrint ecosystem SECURE BY DESIGN Security-hardened ServiceNow DRYiCE Gold BluePrint instance DATA MODEL Well-defined ITSM data taxonomy across processes and CMDB PROCESS INTEGRATION FRAMEWORK Close and seamless coordination and interaction of processes PROCESS CATEGORIZATION Granular categorization leading to higher operational efficiency SIAM ENABLED Supports multi-vendorþ process implementation powered through SLAs and OLAs AUDITING ENABLED Fulfillment of audit and compliance requirements

5 Gold BluePrint Proven Methodology Problem GBP Application Suite Incident Service Request Knowledge Change Asset/ Configuration

6 Key Differentiators INCIDENT PROBLEM CHANGE Easy navigation/fewer clicks Defined process outputs for problem and knowledge management Enhanced reporting with centralized (CMDB-driven) categorization Dynamic formation of Problem Investigation Team (PIT) Close-loop integration with knowledge management Documented RCA technique (process and outputs) within problem record Business / Technical risk evaluation Defined access controls for Change Managers, Approvers, Implementers and Creators Built in process checks for review, CMDB update and PIR SERVICE REQUEST KNOWLEDGE ASSET Pending customer action, meeting appointment options Differentiated Requested by and Requested for roles and actions Pre-configured notifications and surveys Version comparison and roll back Instant publish and recall Refer back function for reviewers Access restrictions by group Enhanced asset / CI lifecycle with additional statuses and logical transitions Auto creation and synchronization of asset to CI records Built-in process controls and validations

7 Gold BluePrint Solution Suite DRYiCE Gold BluePrint introduces self-service concepts and automates routine administrative tasks freeing developer / admin time for high value added tasks imigrate Automates migration from existing ITSM systems - includes ServiceNow to ServiceNow and Remedy to ServiceNow migration Extracts, transforms and loads foundation-level data from any source to DRYiCE Gold BluePrint iupdate Automates the Update Sets migration process by controlling the accessibility of Update Sets from DRYiCE Gold BluePrint to customer instance ilicense Manages the different licensing models of ServiceNow like - ServiceNow ITSM, ITBM and many more iassign Automates assignments for incidents and other tickets (tasks) - its a policy/criteria based routing engine Bagheera Bagheera is an administration automation engine. It automates configuration and data upload tasks for users by introducing self-serviceability. Spider Automates to minimize the effort required to perform integrations between ServiceNow and various IT service management systems used by customers and their ITSM vendors

8 Key Benefits Timely and Accurate Managed workflows Enhanced data quality Customized push notifications Proven ROI Faster Time to Floor Ready-to-use mature blueprint Reduced cost and complexity of service delivery Easy Upgrade Maintenance planning and budgeting Faster customizations Thoroughly tested and timely upgrades Intuitive Interface Fewer clicks Enhanced Integration Drive adoption, retention, and satisfaction Best Practices ITIL framework based on operational and implementation experience 360-degree feedback from all stakeholders

9 Case Studies Leveraged configuration management capabilities to ensure accurate ticket routing, resulting in a reduction of unplanned costs by over 60% for a global manufacturer and marketer of beauty and makeup products Implemented ITSM governance function to enable strategic direction and guidance for run-time and one-time activities for an American multinational manufacturer of cleaning and consumer chemical supplies Measured service provider SLAs across suppliers in real-time leading to an 80% reduction in incidents

10 About DRYiCE DRYiCE is a division of HCL Technologies focused on building industry-leading software products for transforming and simplifying IT and business operations by leveraging AI and cloud. OUR VISION FOCUSES ON : AI-led Service Assurance Enabling a service Oriented Enterprise Driving Enterprise-wide Digital Agility BI EN00IN For more information write to us at dryice@hcl.com or visit our website at hcltech.com/dryice