ibm service management · © 2008 ibm corporation ibm service management henrik toft solution...
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© 2008 IBM Corporation
IBM Service ManagementIBM Service Management
Henrik ToftSolution Manager – IBM Service Management
May 15, 2008
Service Desk / Service Request ManagementService Desk / Service Request Management
2 © Copyright IBM Corporation 2008
IBM Tivoli Software
Out of the Box Reports
Reporting Engine
Web Based
Common User
Interface
Role base data access
Configurable by roles
User Configurable
Report Definition
Data Visualization
Workflow
Common Configuration
Services
User Interfaces
Data Extensions
Process Workflow Runtime & Services
IT Infrastructure(Server, Storage, Network, Security, Software, Applications, Transactions, Services)
Integration Modules
Operational MgmtProducts
Service Delivery & Support
IBM and Non-IBM Software•Application Mgmt•Server/Device Mgmt•Network Mgmt•Storage Mgmt•Security Mgmt•Discovery tools•Customer developed
CIs•Attributes
•Relationships
Change&
ConfigurationMgmt
Service Request Mgmt
•Service Order Mgmt•Incident & Problem Mgmt
Common Data Subsystem
Assets•Attributes
•Relationships
Process Artifacts
•Related to CIs and Assets
Meta Data•Configurations
•Process
Storage Mgmt
Release Mgmt
Capacity Mgmt
IBM Service Management 7.1. suite
Collaboration Notification Escalation Security
IT Asset Mgmt
Enterprise Asset Mgmt
Reconciliation Federation Discovery Discovery Library
Discovery and Application Dependency Mapping
© 2007 IBM Corporation3 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Unified solution to improve productivity
Users
Service Desk
Service Catalog
ServiceRequests
ServiceRequests
Shopping Requisition Order Management Order Tracking
OMP/PMPIntegration for
automation
SRM Service Provider Solution
integration
Knowledge Incident Problem Asset/CI
•Advanced work management processes•Flexible and easy to configure, no codingrequired•Integration with CCMDB, TEC & other OMPs•Multi-customer support•Based on leading standards-based technology– J2EE, SOA, XML
•Process integration, built fromthe ground up on ITIL
•Single user interface•Dashboards and reports•Data integration•Enterprise asset managementintegration
OMP/PMPIntegration for
automation
SRM Service ProviderSolution
integration
Tivoli Service Request Manager
© 2007 IBM Corporation4 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Incident Raised
Server goes down
Service Desk
Server Failure Impacts the Business
© 2007 IBM Corporation5 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
1st level support staff restore the service
• The Service Desk discovers an excessive number of log files.
• The log files are archived off and the server is re-booted
Critical Business services are
restored
Service Desk
© 2007 IBM Corporation6 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Incident Record is updated
Service Desk
SLA’s are maintained
SLA met!
• IT responded within 3 minutes, and
•Fix was implemented within the hour
Business Services are restored
© 2007 IBM Corporation7 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
A Problem ticket is raised
Service Desk
Problem Resolution
Team
Larger Capacity storage array
required
A Request for change is raised
Problem Management & Root Cause Analysis
© 2007 IBM Corporation8 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
ChangeManager
CIO
Finance
Supplier
Procurement
PO
Change Management
Purchase Requisition
Purchase Order
Larger Capacity storage array
required
Approved
Service Desk
Change Management
© 2007 IBM Corporation9 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Change Tasks planned
Release Management
Receiving Dock
Service Desk
Material Receiving
Receive and Release
© 2007 IBM Corporation10 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Prob’ Mgr
2nd level team update the Change and Problem tickets and
the Service Desk is informed
Service Desk
Change Mgr
Asset Management
Close tickets and update records
© 2007 IBM Corporation11 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Problem ManagementChange Management
Release Management
Purchase RequisitionsService Level Agreements
Asset Management
• 1 web based platform
• 1 technology
• 1 CMDB instance
Service Request Incident Management
Tivoli end-to-end best practice Service Management
© 2007 IBM Corporation12 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Unified solution to improve productivity
Users
Service Desk
Service Catalog
ServiceRequests
ServiceRequests
Shopping Requisition Order Management Order Tracking
OMP/PMPIntegration for
automation
SRM Service Provider Solution
integration
Knowledge Incident Problem Asset/CI
•Advanced work management processes•Flexible and easy to configure, no codingrequired•Integration with CCMDB, TEC & other OMPs•Multi-customer support•Based on leading standards-based technology– J2EE, SOA, XML
•Process integration, built fromthe ground up on ITIL
•Single user interface•Dashboards and reports•Data integration•Enterprise asset managementintegration
OMP/PMPIntegration for
automation
SRM Service ProviderSolution
integration
Service Request Manager 7.1
Instant Messenger integrationRemote control included
© 2007 IBM Corporation13 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Alternative multi-threaded mode of communication
Chat sessions are recorded and stored in the ticket’s Comm Log
Instant Messenger Integration
© 2007 IBM Corporation14 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
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
Remote Diagnostics
© 2007 IBM Corporation15 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Unified solution to improve productivity
Users
Service Desk
Service Catalog
ServiceRequests
ServiceRequests
Shopping Requisition Order Management Order Tracking
OMP/PMPIntegration for
automation
SRM Service Provider Solution
integration
Knowledge Incident Problem Asset/CI
•Advanced work management processes•Flexible and easy to configure, no codingrequired•Integration with CCMDB, TEC & other OMPs•Multi-customer support•Based on leading standards-based technology– J2EE, SOA, XML
•Process integration, built fromthe ground up on ITIL
•Single user interface•Dashboards and reports•Data integration•Enterprise asset managementintegration
OMP/PMPIntegration for
automation
SRM Service ProviderSolution
integration
Service Request Manager 7.1
Advanced Customer Survey functionality included
© 2007 IBM Corporation16 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Author and distribute customer surveys
Automatic distribution of a Survey via email to a specific user
Automatic distribution of a Survey via email to all users in the system over a cyclical time period
Agent can also conduct a telephone Survey with the end-user and record Survey responses
Reporting based on survey results.
Customer Survey
© 2007 IBM Corporation17 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Unified solution to improve productivity
Users
Service Desk
Service Catalog
ServiceRequests
ServiceRequests
Shopping Requisition Order Management Order Tracking
OMP/PMPIntegration for
automation
SRM Service Provider Solution
integration
Knowledge Incident Problem Asset/CI
•Advanced work management processes•Flexible and easy to configure, no codingrequired•Integration with CCMDB, TEC & other OMPs•Multi-customer support•Based on leading standards-based technology– J2EE, SOA, XML
•Process integration, built fromthe ground up on ITIL
•Single user interface•Dashboards and reports•Data integration•Enterprise asset managementintegration
OMP/PMPIntegration for
automation
SRM Service ProviderSolution
integration
Service Request Manager 7.1
Advanced reporting based on open standards
© 2007 IBM Corporation18 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Web Server
Common Reporting Service
Rendering Enginewith Plug-ins
ISC/JSR168Web UI Report
Store
CustomReport
Definitions
Report Data SourcesReport Designer – with configurable audit trail
TCR user interface – LDAP link
Product Media or OPAL
Report Output
IBM DeveloperWorks Reporting Web Site w/links
Business Partner Web Sites
Tivoli Report
Definitions
BPReport
Definitions
Make my own reports
Import report definitions
Reports from IBM,Offerings from BPs
Tivoli Common Reporting OverviewEclipse / BirtO
pen sourced based
© 2007 IBM Corporation19 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Unified solution to improve productivity
Users
Service Desk
Service Catalog
ServiceRequests
ServiceRequests
Shopping Requisition Order Management Order Tracking
OMP/PMPIntegration for
automation
SRM Service Provider Solution
integration
Knowledge Incident Problem Asset/CI
•Advanced work management processes•Flexible and easy to configure, no codingrequired•Integration with CCMDB, TEC & other OMPs•Multi-customer support•Based on leading standards-based technology– J2EE, SOA, XML
•Process integration, built fromthe ground up on ITIL
•Single user interface•Dashboards and reports•Data integration•Enterprise asset managementintegration
OMP/PMPIntegration for
automation
SRM Service ProviderSolution
integration
Service Request Manager 7.1
20
IBM
© Copyright IBM Corporation 2007
NBK, KBM, GBM and IBM confidential
time
Calls with-out Proper Release Management
Knowledge build upKnowledge Management
New OldSystem
Graphical view of Internal Knowledge Management
Calls
Pain
Less Pain
© 2007 IBM Corporation21 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
TSRM V7.1 - Knowledge ManagementStructured representation of formal knowledge– Symptoms/Cause/Resolution– Grouped under well-defined classificationsAccessible to both service desk agents & end-usersQuality control of contents through formal review processContent relevancy & ranking based on end-user feedbackSupports knowledge content import from internal and external Knowledge basesKeyword searchSearch enabled through Lucene open source search engineMulti-lingual searchUser ranking and feedback mechanismOwnershipProcess to add content to the knowledgebaseAbility to attach documents to the solution content
• search attached documents
© 2007 IBM Corporation22 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Unified solution to improve productivity
Users
Service Desk
Service Catalog
ServiceRequests
ServiceRequests
Shopping Requisition Order Management Order Tracking
OMP/PMPIntegration for
automation
SRM Service Provider Solution
integration
Knowledge Incident Problem Asset/CI
•Advanced work management processes•Flexible and easy to configure, no codingrequired•Integration with CCMDB, TEC & other OMPs•Multi-customer support•Based on leading standards-based technology– J2EE, SOA, XML
•Process integration, built fromthe ground up on ITIL
•Single user interface•Dashboards and reports•Data integration•Enterprise asset managementintegration
OMP/PMPIntegration for
automation
SRM Service ProviderSolution
integration
Service Request Manager 7.1
© 2007 IBM Corporation23 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Service Catalog means different things to different customers
A list of services…
…available inan online catalog…
…which supportsonline ordering…
…and automatedorder fulfillment
Metrics/DataProcess Flow
Service Level Mgmt.
IT Financial Mgmt
IT Mgmt Dashboards
Governance Demand Mgt
• Structured, searchable, database of services available to end users
• Description, service levels, costs, availability, entitlements
• Support transaction services
• Add orders to a shopping cart, checkout• Order authorization and approval
• Fulfillment/provisioning of transaction services• Workflow management of manual process steps• Drive automation of IT processes – esp. change and
release
Service Catalog (an application)
SRM 7.1 contents may change without notice
© 2007 IBM Corporation24 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Flexible Offering Definition and Catalog Management
Simple maintenance of complex catalogs
Specify default/fixed values for service attributes
One Service Fulfillment Definition can have multiple Offering Definitions with different service parameter defined.
Service
Offering 1 Offering 2 … Offering n
Service offerings tailored forindividual users or groups
Fulfillment and managementlargely common for all offerings
© 2007 IBM Corporation25 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
CommonCommon DatabaseDatabase
Incident/problemIncident/problem Change/ReleaseChange/Release
Config/AssetConfig/Asset Procure/ContractProcure/ContractSLA/SLMSLA/SLM
Service CatalogService Catalog
ApprovalApproval ActivitiesActivities
Work ordersWork orders1.1.2.2.3.3.
1.1.2.2.3.3.
1.1.2.2.3.3.
One system – end-to-end
© 2007 IBM Corporation26 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
One system – end-to-end
Work ordersWork orders
1.1.2.2.3.3.
1.1.2.2.3.3.
Fleets Fleets (cars, Trucks, trains, ships, planes)(cars, Trucks, trains, ships, planes)
FacilitiesFacilities EquipmentEquipment
Spare partsSpare partsReliability centered maintenanceReliability centered maintenance
LiniearLiniear AssetsAssets
© 2007 IBM Corporation27 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Unified solution to improve productivity
Users
Service Desk
Service Catalog
ServiceRequests
ServiceRequests
Shopping Requisition Order Management Order Tracking
OMP/PMPIntegration for
automation
SRM Service Provider Solution
integration
Knowledge Incident Problem Asset/CI
•Advanced work management processes•Flexible and easy to configure, no codingrequired•Integration with CCMDB, TEC & other OMPs•Multi-customer support•Based on leading standards-based technology– J2EE, SOA, XML
•Process integration, built fromthe ground up on ITIL
•Single user interface•Dashboards and reports•Data integration•Enterprise asset managementintegration
OMP/PMPIntegration for
automation
SRM Service ProviderSolution
integration
Service Request Manager 7.1
®
IBM Software Group
© 2008 IBM Corporation
Thanks
Henrik ToftIBM Service ManagementSolution Leader
IBM Northeast Europe------------------------------Mobile: +45 2880 [email protected]
www.ibm.com/itsm
Software
© 2007 IBM Corporation29 18-May-08
IBM Tivoli Software – Service Request Manager 7.1
Service Request Manager demoService Request Manager 7.1
"Tony Redding" End-user
printer issue
search for a solution
Creates new Service Request
classify Symptom
"Bill Sinclair" SDesk level 1 agent
Takes ownership of new service request
Updates Asset
Checks for open tickets on Asset
checks for similar open tickets
Updates work log
open new Incident (now linked to service request)
"Bob Caldone" level 2 agent
Takes ownership of new incident
Finds root cause
Applies failure codes
Set Status to resolved(auto close in 5 days)
CLICK HERE
TO
START DEMO