MasterScope IT Process Management Introduction First Edition June, 2017 NEC Corporation
table of contents 1. Introduction of MasterScope 2. Overview of MasterScope IT Process Management 3. Use Case 4. Function 5. Product Lineup
MasterScope
What is MasterScope? MasterScope is NEC s integrated operations management software brand that leverages the expertise and advanced technologies cultivated by NEC over many years. NEC delivers more than 3,000 MasterScope systems to customers annually. MasterScope provides end-to-end support for systems encompassing ICT infrastructure to applications, and meets our customers needs for easy-to-operate products. 5 NEC Corporation 2015 2017
MasterScope Solution Map 6 NEC Corporation 2015 2017
Overview of MasterScope IT Process Management
Common problems in system operation Are there such problems at the operation site? Different operation process in each system (individualistic operation) Management items are fall apart Human resources Sales management Support status difficult to grasp Accounting Not shared Knowledge / know-how How did this problem solve in the past Only Smith knows it.. Information management by manual work (Excel etc.) Maintenance Where is that History information? Failure Information Input level is different I need more details System Config Customer can not grasp the current status of service level Did you answer to this question within expect TAT? The total workload can not be estimated. Does my team have enough resource? Do we need additional workers? The current situation is managed, but considering the future, I have concern whether today s situation is good or not. 8 NEC Corporation 2015 2017
Solutions by IT Service Management Tool System management with ITIL standard process strongly supports improving process and quality in day-to-day operation Process standardization (Excludes dependency on individual skills) Converting procedures and know-how into knowledge Automatic managing and sharing of information Standard rule and unified management Same as the previous trouble! FAQ Response History Restoration procedure List of inquiries Latest status Utilizing the information to maintain and manage service level time to the first response First-call resolution rate Overall Close Rate Efficient and comprehensive understanding of operating status Operation tasks have been increasing in the xxx system this month.... 9 NEC Corporation 2015 2017
Anxiety and doubts to start using IT service management tool Hoping to improve effectiveness and quality of the operation Studying about tools, but the benefit is unclear Initial cost is expensive so that hesitating to install It seems there are a lot of items to customize and take so much time for configuration Once started to use tools, it was complicated and stopped using it MasterScope IT Process Management will solve problems of system operation including above anxiety and doubt 10 NEC Corporation 2015 2017
MasterScope IT Process Management MasterScope IT Process Management provides easy to start and improving efficiency with ITIL-compliant system operations. Three features of MasterScope IT Process Management 1. Useful functions and templates 2. Quick and low cost installation 3. Intuitive operation experience Rich functions and items for actually required in operation Not so awkward to start usage Motivate use on operation sites 11 NEC Corporation 2015 2017 MasterScope IT Process Management may be abbreviated as MasterScope ITPM in subsequent documents.
Features 1. Functions and templates refined in actual operations The functions and templates are refined in more than 200 projects, and immediately improve system operation efficiency. MasterScope IT Process Management Features & Templates Incident management Problem management Change management Release management Operation report Quality and efficiency improvement of reports Management support function - Email - Announcement - Document management - Application management - Report - Infrastructure composition... etc Centralized management of operating status Status visualization Flexible search function Know-how utilization Standardized input items and procedures Management item standardization Corresponding procedure standardization You can feel the effects immediately 12 NEC Corporation 2015 2017
Features 2. Fast and low-cost installation The default templates help you minimize the time it takes to design and configure. We provide a small package for 5 users at a low-cost. Common considerations during the installation Software license fee * Other tools MasterScope ITPM Management item design Screen design Shortening The installation time is shortened by utilizing the default templates User creation Reduce the License cost DB design Approximately 1/5 of the cost Operational flow design Rule design Shorten the introduction period Search item design Access authority design User creation Other tools MasterScope ITPM * Conditions for calculation Number of users: 5 Used features: incident management, problem management, change management, release management 13 NEC Corporation 2015 2017
Features 3. Intuitive operation experience Users can understand overall status by checking simplified interface at glance. The unified operation screen is easy to learn and helps to prevent operation mistakes. Top screen to help you understand the status at a glance Display a warning message after the specified deadline Menu for each function Summary the overall status Standardized input screen and input support function Standardized input format for Incident, Problem, Change, Release, Application, etc. Required input fields are colored Drop-down list helps to standardize the input value Today's work schedule Announcements to stakeholders New incident can be created by copying an existing incident With one click, you can associate an incident with other processes. Grasping the overall situation at a glance prevents omission and delay of responses As an everyday tool, it s important to be simple and easy-to-use. 14 NEC Corporation 2015 2017
Benefits to use MasterScope IT Process Management 1. Improve work efficiency by unified information management Centralized management of information, such as inquiry response information and system information, reduce cost and improve efficiency of information management Response content and response situation can be shared at a glance and grasp the operation work situation in real time Unified information makes daily report creation easy 2. Improve work quality by information sharing Improve work quality by storing past research, inquiry and troubleshooting information to database and sharing the information as knowledge Secure a certain operation quality without depending on the skill of users 3. Improve work motivation by work status visualization Visualization of status motivate users to improve TAT of their operation By checking overall work situation, proactive management such as prevention of stacking and timely following up will be possible. 15 NEC Corporation 2015 2017
Use Case
Operation Flow (incident open to close) When customers issue incidents, system administration department starts survey of the incidents, and finally close the incidents. [Customers] Request acceptance Customer Operator [System Administration Division] (2) Request the SE or maintenance vendor to survey Request survey SE, Maintenance vendor (1) When received an investigation request from the customers, an incident is registered. * Customers can directly operate the ITPM for issue registration. (Issue Mgt) Survey and Create answer Investigation Result report Customer Operator (4) Report the survey result (answer) to the user. * Customers can directly refer to ITPM to check the report content. Answer approval Understand the overall situation by various report Response the request SE, Maintenance vendor (3) Receive the results and prepare answers [Operation manager] Support status watch 17 NEC Corporation 2015 2017
Operation Flow in ITPM (incident open to close) It is possible to respond by simple operation from incident open to escalation and closing Incident Management Escalation inquiry Select and fill out necessary items. Since the necessary input part is displayed in blue color, it prevents entry missing. Escalate is easily carried out by just selecting. E-mail notification is also possible. Answer / Close Action history answer After answering the inquiry, incident will closed You can easily check the history. 18 NEC Corporation 2015 2017
Function
Functions list MasterScope ITPM provides ITIL (Information Technology Infrastructure Library) compliant management functions Offer function Function name Functional overview Incident management ITIL management function Problem management Change management Provide service management function specified by ITIL Support function Release management Application management Schedule management Document management ITIL information link diagram Infrastructure composition Notification mail delivery Announcement function FAQ function Report function 20 NEC Corporation 2015 2017 Function to manage from application to approval of various application forms Sharing and managing various events by calendar display Ability to store and share documents in a hierarchical manner Ability to display the correlation of each ITIL management function Function of managing configuration information of HW, SW, etc. constituting the system Ability to automatically distribute mail to arbitrary destinations for each management action Ability to send simultaneous notification to designated notification destination The FAQ is registered for each category, and functions that can be shared by stakeholders Service level report, service level status, incidents Provide report creation function Global compliance Multilingual function Supports English and Japanese Cooperation with other systems Incident data acquisition function Data linkage by mail linking, CSV, API
Function overview - ITIL management function The ITIL framework is designed to standardize the selection, planning, delivery and support of IT services to a business. The goal is to improve efficiency and achieve predictable service levels. Incident management: manages the incident until the situation that the incident does not influence any more. Problem management: catches up a problems and manages the problems until the cause is found out. Change management: manages the change operation when the configuration has any change. Release management: manages the task which release the completed change work to production system and manages the release task. Application management (Provided as ITIL management support function on ITPM): manages the various application documents from submission of the approval for above management functions and performing the tasks. Incident Management function When the first survey is completed and the second, third survey is continued. Infrastructure composition Update immediately Association Investigation Change Management function Investigation Change configuration Application Management function Release work Release Management function Investigation Problem Management function It becomes necessary to change the configuration management information 21 NEC Corporation 2015 2017
Product Lineup
Product components and configuration example Product components MasterScope IT Process Management - Basic Pack Basic license required to use MasterScope IT Process Management Includes SW usage rights and license for 5 users MasterScope IT Process Management - User license License necessary for adding user in addition to basic pack MasterScope IT Process Management - Monitoring Option Optional license. You can create a new incident through the MasterScope monitoring product MasterScope IT Process Management - Media MasterScope Media contains the installation module of IT Process Management System configuration example Management server User in charge (1) User in charge (2) User in charge (6) License must be purchased... Management server 1 User 6 people Product Name Qty MasterScope IT Process Management Basic Pack 1 customer customer customer MasterScope IT Process Management Media 1 * ITPM licenses are not required for customer MasterScope IT Process Management 1 User license 1 23 NEC Corporation 2015 2017
Thank You Realize simple and integrated system operation If you have any questions about MasterScope, please contact below by e-mail NEC: overseas@soft.jp.nec.com 24 NEC Corporation 2015 2017