Business Service Management IT Service Management Solution Juraj Polak IBM Tivoli Software

Transcription

1 Business Service IT Service Solution Juraj Polak IBM Tivoli Software

2 Agenda Wikipedia END2END Approach Example BullBear Requirements Summary ITSM Workshop Summary IBM Proposed Solution and Practical Approach for Deployment Business Value 2

3 Wikipedia IT service management (ITSM or IT services) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. Providers of IT services can no longer afford to focus on technology and their internal organization, they now have to consider the quality of the services they provide and focus on the relationship with customers. IT Service Forum (2002). van Bon, J.. ed. IT Service : An Introduction. ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT - although its historical roots in IT operations may limit its applicability across other major IT activities, such as IT portfolio management and software engineering. 3

4 Approach Example (Ako?) Isolated approach Single Product focus Only ITIL focus Integrated approach End2End Business values Cross organization 4

5 END2END 5

6 ITSM Workshop What it is: A 2 days workshop with customer's IT organization's representatives or "interviewees" (CIO, power sponsors, IT mangers, decision makers, influencers, architects, subject matter experts) Deliverables: Presentation and report to outline observations along with suggested recommendations, using spider diagrams to focus on customers objectives to deliver service excellence 6

7 BullBear ൡ 潫数㩳 -) Requirements Summary BullBear imperatives for success Ensure that BullBear's Customers have Access to s and Services Reduce or Prevent Business Service Outages Understand Business Impact of Outages or Degradations of Service Improve Mean-Time-To Repair (MTTR) Achieve Best-Class Service Significantly Reduce Efforts and Costs of IT Operations Operational Value and Faster Return on Investment 7

8 8 Workshop Recap Agreed Areas to Improve Availability and Performance End-to-end monitoring of the IT infrastructure (servers, databases, applications) Performance management (transaction monitoring) and capacity planning Drive operations efficiency by isolating the root-cause of service problems Proactively identify current and future performance and capacity problems Network and Topology Views End-to-end network infrastructure monitoring Network visibility with topology views and impact analysis Consolidate network and IT Operations under a single management solution Service Dependency Mapping Provide Configuration Views Resource topology mapping and relationships Understand configurations, map applications and changes, address compliance measures Integration with Remedy ARS and change process enablement Business Service SLA and Reporting Dashboards for IT Operations and LOB with advanced real-time service and business process visibility Control costs by integrating with and leveraging information from the IT management solutions Track, measure and report SLA s from an end-user perspective Resource Life-Cycle Manage and provision IT resources from a life-cycle perspective Manage IT asset life-cycles in order to control cost and mitigate compliance risk Manage relevant contract, lease, warranty and license data Workload Automation Monitor and manage workloads and batch jobs from a single console Manage with workload service assurance to support a proactive SLA management

9 Workshop Recap Phased Roadmap Value The IBM solution proposal will add business value and fast ROI to BullBear and address IT Operations ITSM requirements, considering the IT organization s prioritized areas of improvement Business Service Integration with Remedy ARS Change Process Enablement Resource Topology Mapping Performance Analysis and Capacity Planning End-to-End Transaction Network Impact and Analysis Network Resource Database and Server Infrastructure MiddleWare Configuration Automated Software Deployment Service Level Agreements Operations and LOB Dashboards Availability and Performance IT Asset License Compliance Software Inventory Resource Provisioning Job Scheduling and Workload Life-Cycle Workload Automation Time 9

10 Suggested Approaches to Deliver Solution Modular Service Benefits By Phase choosing : Infrastructure a systematic Visibility, approach to Availability reaching and business Change service Control management the operational teams will Phase be able 2: Performance to grow their skills with the and solution Capacity with the Planning time and be able to support the technology implemented. Phase 3: Business Service The infrastructure and visibility Process delivered in Alignment the first phase will provide for successful follow on phases. End-to-End Service (Pilot Implementation) Benefits Phase By : limiting End-to-End the scope of the of Cash infrastructure Online Business that needs Service to be for selected monitored key and transactions by opting to monitor a business service end-to-end in the first Phase phase, 2: BullBear End-to will End- be able realise of BullBear the potential Online benefits and BullBear of business Core service Services management for one critical service in the first phase. This can be Phase seen 3: as End-to-End a Pilot Implementation. of all other business services Challenges: Up-front investment deployment timeline

11 IBM ITSM Logical Reference Model PROCESS AUTOMATION 3 rd PARTY Incident Problem Change Configuration Common Reporting Event Enrichment Network Topology Business/Service SLA s Event and Fault Service and IT Alignment Infrastructure Dependencies Server/ Performance and Availability BUSINESS SERVICE MGMT CONSOLIDATED OPERATIONS MGMT DISCOVERY Server and Network and Server and Hardware Middleware J2EE, DB, HTTP INFRASTRUCTURE MONITORING End User Robotic Transactions Transaction Tracking APPLICATION MONITORING

12 BullBear Current ITSM Landscape (AS-IS) Reactive Incidents PROCESS AUTOMATION 3 rd PARTY 3 rd Party Service Desk Incident Problem Re-Active Service Desk Change Clients report Service Outages Event Enrichment Manual Incident Creation Configuration HP H/W MS SCOM Ciscoworks Challenges Challenges Manual SLA Reports from Service Desk Manual Reporting Network Topology Challenges No KPI Dashboards Business/Service SLA s Challenges No Data Warehouse for Capacity Planning Challenges No Consolidated Event View Multiple Element Managers Event and Fault Challenges No Service Visibility Service and IT Alignment Challenges No Infrastructure Visibility Infrastructure Dependencies Server/ Performance and Availability BUSINESS SERVICE MGMT CONSOLIDATED OPERATIONS MGMT DISCOVERY Server and Network and Server and Hardware Challenges No Performance Insight for Infrastructure Components Middleware J2EE, DB, HTTP INFRASTRUCTURE MONITORING End User Robotic Transactions Challenges No Insight and Measurement from a Customer Perspective Transaction Tracking APPLICATION MONITORING

13 PROCESS AUTOMATION 3 rd PARTY Phase One Infrastructure Visibility, Availability and Change Control 3 rd Party Service Desk Incident Problem REPORTING Common Manual Reporting Benefits SD Integration Enable Service Desk Change employees with Pro-Active Service Availability Information Event Enrichment Configuration Benefits Network HP H/W Understand the Health of MS SCOM the Network Infrastructure Network Ciscoworks Topology Business/Service SLA s Enterprise Data Warehouse Benefits Proactive Event Consolidate Incidents events from multiple 3 rd- -party Event Managers OMNIBUS Automatically integrate and correlate Enterprise Events Get directly to the Root-Cause of Problems Event and Fault Infrastructure Dependencies Server/ Performance Availability and Availability BUSINESS SERVICE MGMT Benefits Agent-free discovery of Configuration Items Visibility Service of and Resources IT Alignment in the Context of supported s and Services Base for Change Process Implementation Initiative CONSOLIDATED OPERATIONS MGMT DISCOVERY TADDM Server and ITNM Network and Server and Hardware Middleware J2EE, DB, HTTP INFRASTRUCTURE MONITORING Benefits Robotic Transactions Simulate Customer Experience Record ITCAM Availability RT and Performance Metrics End User Robotic Transactions Transaction Tracking APPLICATION MONITORING

14 Phase Two Performance and Capacity Planning PROCESS AUTOMATION 3 rd PARTY DISCOVERY 3 rd Party Service Desk Incident Problem Change Configuration HP H/W MS SCOM Ciscoworks TADDM Server and Event Enrichment ITNM Network and REPORTING Common Reporting ITCAM Server and Hardware 2 Business/Service SLA s Proactive Incidents Enterprise Data Warehouse OMNIBUS Benefits Server/Middleware Network High Availability of the IT Infrastructure Event and Fault Topology Ensure higher Availability Collection of Historical Performance Metrics for Trend Analysis and Capacity Planning ITCAM 2 Middleware J2EE, DB, HTTP INFRASTRUCTURE MONITORING Service and IT Alignment ITCAM RT End User Robotic Transactions Infrastructure Dependencies Benefits Transaction drill-down across Systems Server/ and Services Performance Support Root-Cause Availability and Availability Analysis s and Services via Universal Agents 2 ITCAM TT Transaction Tracking BUSINESS SERVICE MGMT CONSOLIDATED OPERATIONS MGMT APPLICATION MONITORING

15 PROCESS AUTOMATION 3 rd PARTY Phase Three Business Service and Process Alignment 3 rd Party Service Desk Incident Problem Change Configuration HP H/W MS SCOM Ciscoworks 3 3 Business Benefits Business REPORTING Benefits TBSM Generate Balanced TBSM Score-Cards Improved Performance and including KPIs of Service Health and Availability of Business Services Business Operational Performance Fewer calls to the Help Desk and less Drawn on Event and Service Activity complaints Common from Reporting LOB Managers Business/Service SLA s Information Service and End-to-End IT Alignment IMPACT 3 Event Enrichment Operational Benefits Event Enrichment with Business and Service Context End-to-End and of s and Network Business Services Topology Proactive Incidents Enterprise Data Warehouse OMNIBUS Event and Fault Infrastructure Dependencies Server/ Performance and Availability BUSINESS SERVICE MGMT CONSOLIDATED OPERATIONS MGMT DISCOVERY TADDM Server and ITNM Network and ITCAM Server and Hardware ITCAM Middleware J2EE, DB, HTTP INFRASTRUCTURE MONITORING ITCAM RT End User Robotic Transactions ITCAM TT Transaction Tracking APPLICATION MONITORING

16 Business Value to BullBear Return Revenue Enhancement Improve Service Quality and Availability Faster Delivery of New Services Real-time visibility of business services Improved performances and availability Stronger correlation between system infrastructure and business processes Business system integration and automation Optimize time and resources Common, scalable and flexible platform Line Of Business views and real-time metrics Business Processes alignment Shorter Time-To-Profit for new service rollout Cost Reduction Reduce OPEX and TCO Consolidated end-to-end views Single access portal Improve MTTR and accountability Consistent automated processes Improved operational productivity and efficiency ROCE Business Risk Reduction Reduce Cost of Outages Proactive monitoring and threshold alerting Reduce time to detect, correlate, diagnose and repair faults and security threats Strategic alignment to ITIL and business continuity Accurately understand impact of infrastructure changes Base for Change Process Capital Employed CAPEX Reduction and Prevention Improved integrity of asset and inventory database Improved capacity planning Improved asset utilization Lower training costs Leverage existing tools

17 Ďakujeme za pozornosť 200 Digit, s.r.o.

18 END2END

19 Intergartion SAP TEP TPM TPM/ TCM TLCM Oracle ERP HR MEA <Event Data Stream Authorized -Procurement -Asset Mgt -IMAC -Contracts -Licenses -Service Desk -Process Mgmt TSRM Audit CMDB (Deployed Assets) < Hardware & Software MEA ITIC 3 rd Party License Data > < Usage/Compliance Data TLCMz TADDM NetCool TPC Procurement Fixed Assets TUAM Chargeback/ Usage Accounting < Licenses Usage/Compliance Data > IBM Back Office Current Asset Server TLCM TLCMz 2

20 Unified solution for Asset and Service Integrated Solution An Integrated set of solutions represent the full management of data, processes, tooling and people Common Data Model The core solutions share a common data subsystem for simple data sharing Enterprise Asset Asset for IT Processes that Work Together The core solutions share a process workflow automation engine Tivoli s process automation engine Common applications Common workflow Common reporting Common User Interface No Rip and Replace Leverage existing investments in IBM and 3 rd party IT management tools Lower Cost of Ownership Lower infrastructure and training costs, simple upgrade model Service Request Change & Configuration