Tivoli Foundations Service Manager Lau Eng Heng Tivoli Software, IBM Software Group laueh@my.ibm.com 2009 IBM Corporation
Tivoli Foundations Software Appliances accelerate time to value, increase return on investment Simplified deployment improves timeto-value and ROI Plan Acquire Deploy Maintain Fully integrated Install and configure easily and quickly Minimal IT staff required to install or maintain Entry point into Service Management Service Desk For mid-sized companies (100-1000 employees) Isolation of applications improves security and availability Leverages Lotus Foundations platform for consistent appliance implementation Retire 2009 IBM Corporation 2
Service Desk in the Midmarket Problem Many midsized companies have nothing more than a hotline for a service desk, backed up by a spreadsheet to allocate and record incident numbers a tedious and error prone process Most service support solutions in the Midmarket lack self-service and knowledge management modules, propagating dependency on constant IT support which is not cost effective for SMB companies Solution Tivoli Foundations Service Manager provides a single point of contact to automate incident and problem management. This appliance based service desk solution helps mid market clients reduce costs by optimizing the productivity of operations personnel through best of breed built in problem management features. Its built-in features streamline service desk functions and configure workflows and escalation across an organization The Service Manager appliance helps companies resolve problems fast to improve service and reduce risk. The searchable knowledge base delivers fast answers to help-desk agents and end users 2009 IBM Corporation 3
Optimize and Automate Your Business Processes IBM Tivoli Foundations Service Manager (TFSM) Service Desk for Mid Market that is operational in hours! Service request, incident, problem management Requests for service for all end-user requests: break or fix and new orders. SMB workflows for optimized out-of-the-box experience Single Interface to support service request, problem, and incident management Links changes in assets to incidents Self Service knowledge base available for optimized problem resolutions. Remote Diagnostics Tooling, Intuitive Reporting. Extends beyond IT services Integration with Tivoli Foundations Application Manager appliance 2009 IBM Corporation 4
Tivoli Foundations Service Manager (TFSM) Appliance Product Structure TFSM Appliance consists of three components: a physical hardware (server) Lotus Foundations Start Software (equivalent to OS) Tivoli Foundations Service Mgr Software (business application) Tivoli Foundations Service Manager Lotus Foundations Start Physical Hardware 2009 IBM Corporation 5
Lotus Foundations Firmware with Tivoli Payloads Foundations Service Manager Add-on Autonomic Engine Tivoli FSM Appliance Load/NVS Middleware--Websphere/DB2 Tivoli Process Automation Engine Soft Update (call home service) SRM Service Desk plus FSM Appliance PMP Plus custom scripts and configuration UniService connectors Core Applications Intelligent Disk Backup System ER Double Vision OpenSource apps Apache SuSe FTPd AtaTalk etc. SLES10 Subset SuSe kernel 2009 IBM Corporation 6
Functionality of Lotus Foundations Start Lotus Foundations Start Software and Firmware Patch Management System Users and Security Remote Service Accessibility Standardized Server Configuration Firewall License Management 2009 IBM Corporation 7
Tivoli Foundations Service Manager Overview The basic idea behind the appliance is to provide a Service Desk in a box Provides extensive Service Request Management, Incident Management, Problem Management and Knowledge Management capability Rich set of out of the box templates and best practice/starter content Includes robust capabilities for value-add customization and integration 2009 IBM Corporation 8
Tivoli Foundations Service Manager Capabilities Reduce help desk call volume Self Service and Bulletin Board Web-based portal that enables end users to manage service requests and real-time message display, allowing admins to broadcast to various groups helping reduce call volume and improve resolution time Reduce mean time to repair Knowledge Management and Remote Diagnostics - Built-in, searchable solutions database and embedded diagnostics for remote takeover enabling agents to resolve issues faster, improving first call resolution rates. Process Automation Powerful service request, incident and problem management applications Making IT Part of the Business Escalation Management Pro active escalations to align IT as part of your business and associated reports. 2009 IBM Corporation 9
Tivoli Foundations Service Manager Capabilities Operational efficiency Role-based KPIs, Reports and Work Management Easy monitoring role-based KPIs, flexible and powerful reporting capabilities and ability to define and document tasks, activities and other procedures necessary for quick ticket resolution. Measure end user satisfaction Survey Measure end user satisfaction to improve the quality of service provided Email ticket submission Email Listener - Efficiently processes inbound emails into service requests streamlining service desk operations Upgrade, customization, configuration flexibility Configuration Tooling and Workflow - Flexible, easy to use configuration tools, easy to use drag & drop approach to create process workflows. Better decision making Dashboards and Start Centers Actionable information and identification of potential problems enabling support to take corrective actions before critical services are affected. 2009 IBM Corporation 10
Pre-built Start Centers for Users, Agents, and Admins Common Service Requests that are opened. Bulletin Board for key announcements users need to be aware of. Actions that users need to be able to do like open a request, search the knowledge base, etc. Links to FAQ items in the Self Service Knowledge Base to help quickly resolve problems 2009 IBM Corporation 11
Quick time to value Tuning appliance for small & medium sized business (SMB) needs Wizard to simplify initial configuration Simplified UIs New content for SMBs (Roles, Start Centers) tailored to fewer/broader roles New CI applications Training Aids (using Web Replay) Runs on Lotus Foundations Start designed for SMB Instant deployment Can leverage services from L Foundations Start core (e.g. SMTP, file serving, etc.) Import of Configuration Items/Assets: Import of configuration items/assets from csv files 2009 IBM Corporation 12
Benefits: Tivoli Foundations Service Manager Reduce Costs Rapid time to value Very easy to install and maintain Optimize productivity of operations personnel through built-in problemsolving tools Reduced operational cost by encouraging end users to use a robust self-help portal Manage Risks Process compliance by integrating with standards based incident and problem management process Assign priority to tickets based on business impact Ensure repeatable and consistent service support process Improve Service Streamlined standards based incident and problem management processes for more rapid service restoration Real-time visibility to end users on based on priority, urgency, and impact of problems, incidents, and service requests Measure, track, and trend end-user satisfaction through built-in surveys 2009 IBM Corporation 13
Service Desk Key Features / Benefits Incident and Problem Management Self Service Knowledge Management Role-based KPIs Interactive action based workflows Escalation management Configuration tools Powerful visual workflow and escalation enable quick resolution Allows users to proactively address their own issues reducing calls Built-in, searchable solutions database enables agents to resolve issues faster, improving first call resolution rates. Support staff, managers or executive can monitor role-based KPIs in an easy to configure, intuitive graphical display. Guide users through a process or activity based on the context of data entered, reducing training requirements, promoting ease of use and greater accuracy of information. Ensures proper management of resources to achieve service levels. Proactively monitor conditions and send notifications from prompt action. Flexible configuration tools for database configuration and applications design enabling users to easily and quickly configure the UI, dashboards, KPIs, reports and more on the fly; Survey tool; Upgrade tooling 2009 IBM Corporation 14
Service Desk Key Features / Benefits continued Work Management Dashboards Work Management to deploy the right personnel with the right skills at the right time. Real-time dashboards provide actionable information and identify potential problem areas. Email Listener Ticket Templates Productivity tools Integrations Best practice contents Bulletin Board Efficiently processes inbound emails into service requests streamlining service desk operations and increasing user satisfaction Saves time by pre-populating work order fields with information found in the service request Built-in Remote diagnostic tool (Tivoli Remote Control) Integration with operational management products for automatic ticket creation Out of the box contents such as role based start centers, ticket templates, reports & KPIs Provides real-time message display 2009 IBM Corporation 15
Comparison Between Enterprise TSRM (Tivoli Service Request Manager) and TFSM Enterprise Software (TSRM) Appliance Software (TFSM) Full suite of service desk and service catalog functions Functions limited to subset of service desk functions. - No service catalog functions. - No service level management functions - No Lotus Sametime and Computer Telephony integrations Licensing structure is based on number of authorized and concurrent users No limit on number of authorized and concurrent user license Supports multiple operating systems and databases Flexible to meet individual customer needs Emphasis on functional richness and flexibility Licensing structure is based on number of authorized users only Number of authorized users (agents and admins, no limit on self service users) per appliance is limited to 20 Runs only Lotus Foundation software with WAS and DB2 Pre-configured and pre-customized to meet SMB market needs Emphasis on consumability and quick time to value 2009 IBM Corporation 16
Service Desk Best Practice content and supplements included Leveraging and extending best practice content from enterprise SRM/Service Desk to provide the following out of the box... 30 Key Performance Indicators related to incidents, problem management 50 BIRT Reports 70 Workflows to help automate processes related to incident and problem management 20 Escalations to automate incident and problem escalations and state management 130 Classifications for ticket templates and service requests for common/sample tickets 60 Communication templates related to incident and problem management 12 Web Replay scenarios provide out of the box training on some basic product usage 13 Ticket templates provide initial set of common service requests 2009 IBM Corporation 17
Service Desk: Solving a user problem 1. Mike discovers a problem 6. Sara closes the Incident and Service request Mike- End User (or Self Service User) Bob- Service Desk Agent 2. Mike searches for a solution but can t find one. So he creates Service Request 5. Sara remotely debugs Mike s problem Sara- Subject Matter Expert (or Service Desk Administrator) 4. Bob opens Incident 3. Bob searches other service requests, problems, etc. & discusses with Mike 2009 IBM Corporation 18
Service Requests Self-service and Power Applications Available 2009 IBM Corporation 19
Problem Tickets Powerful Problem management capabilities tied to service requests, work orders activities, etc. 2009 IBM Corporation 20
Process flow from Service Request to Incident to Problem Links and end-to-end integration from initial Service Request to Incident reported to Problem to Work Order and so on. Tremendous flexibility to use artifacts and process as appropriate for a particular context and need 2009 IBM Corporation 21
Workflows for Routing and Automation Powerful multi-user/role routing Automation and Conditions Drag and drop editor/designer 2009 IBM Corporation 22
Key Performance Indicators Simple summary status charts for any operational artifacts in the system 2009 IBM Corporation 23
Reports IBM Software Group Tivoli software Detailed BIRT-based custom or ad hoc reports 50 Service Desk-related reports provided out of the box 2009 IBM Corporation 24
Knowledge Management Structured representation of formal knowledge Symptoms/Cause/Resolution Grouped under well-defined classifications 2009 IBM Corporation 25
Remote Diagnostics Reduce Technical Support Cost Higher 1st Call resolution rates Increase employee productivity due to downtime minimization Increase the quality of helpdesk service by significantly improving response times Higher Customer Satisfaction by providing timely quality customer support to end users Maintain audit record of the Remote Control session 2009 IBM Corporation 26
Consolidated Security Groups and Start Centers focused on key personas Collapsing/consolidating from roughly nine separate ITIL-aligned Security Groups down to just three Service Desk Administrator Service Desk Agent Service Desk Self Service User Applications and capabilities are simplified No Assets No Reconciliation applications Improved Go To menus Freshened UI skin for better readability 2009 IBM Corporation 27
Self Service User Screen Shot 2009 IBM Corporation 28
Service Desk Agent Sample Screen 2009 IBM Corporation 29
Service Desk Administrator Sample Screen 2009 IBM Corporation 30
Includes Web Replay and Training Scenarios To facilitate quick configuration For example, Organization and Site configuration To quickly train users, agents and administrators How do I submit a ticket How do I search the knowledgebase How do I create solutions Introduction scenarios for the User Interface and Navigation How do I customize Ticket templates The Dashboard (Start Centers) Access to applications Etc Can also be used for operational /macro scenarios 2009 IBM Corporation 31
Sample Web Replay Scenario Communication Template configuration 2009 IBM Corporation 32
Appliance Configuration application Provides quick/easy Organization/Site Setup and also for configuring integration with Microsoft Active Directory 2009 IBM Corporation 33
Powerful and highly configurable TPAE (Tivoli Process Automation Engine) is included Common User Interface Common Configuration Services Foundations Service Manager Service Order Management Incident & Problem Management Remote Control Web Based Workflow Process Workflow Runtime & Services User Configurable Configurable by roles User Interfaces Data Extensions Collaboration Notification Escalation Security Integration Modules Role base data access Reporting Engine Out of the Box Reports Data Visualization Report Definition CIs Attributes Relationships Integration Framework Common Data Subsystem Discovery and System Integration Tivoli Directory Integrator Process Artifacts Related to CIs Discovery Meta Data Configurations Process Operational Mgmt Products IBM and Non-IBM Software Application Mgmt Server/Device Mgmt Network Mgmt Storage Mgmt Security Mgmt Discovery tools Customer developed IT Infrastructure (Server, Storage, Network, Security, Software, Applications, Transactions, Services) 34 2009 IBM Corporation 34
Managing Application Availability to Increase Efficiency IBM Tivoli Foundations Application Manager (TFAM) Discovery Operating Systems Monitoring Mail Server Monitoring Virtual Server Monitoring Database Monitoring Network Monitoring Best Practices Easy to use Navigation & Reports Application Monitoring for Midmarket operational in hours! Performance & availability monitoring. Agent-less monitoring for quick and simple server and network monitoring Server and Network Discovery. Operating Systems, Email, Databases, Virtual Servers, Network Elements Intuitive Reporting for both Real-time and Historical Performance Configurable Automatic Problem Resolution Out of the Box Best Practices! Integration with Tivoli Foundations Service Manager Appliance (TFSM) 2009 IBM Corporation 35
Thank You 2009 IBM Corporation 36
Backup 2009 IBM Corporation
Recommended Hardware & Supported Software List of recommended and certified hardware for Lotus Foundations: Model number 9234-CNx and model number 9234-DNx (ordered separately) List Price for recommended Lotus Foundations Hardware: (Model DNY) IBM (optional, purchased separately): IBM System x3200 M2 Model Number: 4367-42U (Hot Swap) IBM System x3200 M2 Model Number: 4367-22U (Simple Swap) IBM System x206 Model Number: 8482-3MU IBM System x226 Model Number: 8646-0AU IBM System x236 Model Number: 8841-01U IBM System x346 Model Number: 8840-01U IBM System 3105 Model Number: 4347-64x and 4347-22x IBM System 3200 Model Number: 4363-2DU and 4362-12U IBM System 3250 Model Number: 4365-6BU IBM System 3400 Model Number: 7975-5AU Other third-party hardware not certified should comply with the following minimum requirements. x86-based system At least one hard disk (removable hard disk required to use all of the features) At least one Network Interface Card (NIC) (two NICs required to use all of the features) CD-ROM drive; VGA-based video card; At least 4 GB of RAM & Monitor and Keyboard Runs on Lotus Foundations Start Supports Internet Explorer V6.x & 7 as well as Firefox 3.x 2009 IBM Corporation 38