sprint shows how to enable an intelligent enterprise through a closed-loop incident process
DESCRIPTION
Is your IT shop constantly challenged with quickly delivering better and cheaper solutions? Then attend this session and learn how to connect tools you use everyday and streamline their use by using HP solutions to bridge operations and service management requirements. We’ll tell you how Sprint has embarked on deploying a closed-loop incident process (CLIP) that will connect our event management to our incident management processes. We’ll tell you how we started by mapping our IT world using the HP Universal CMDB and automatic Discovery and Dependency Mapping and relating our infrastructure to our business services. We’ll show you how implementing CLIP in the Sprint IT environment is enabling us to integrate data to support process and organizational efficiency. And we’ll explain how immediate access to multiple data sources in a single integrated system eliminates our dependence on tribal knowledge and personal insight and enables our business partners to make better decisions, faster.TRANSCRIPT
©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Sprint shows how to enable an intelligent enterprise through a closed-loop incident process
John D FeltonDirector of Service Integration
What is CLIP?
– CLIP means that the event, configuration (asset & CI), incident &
change management processes are always synchronized & working
together to reduce downtime and increase IT service levels. Sprint
has embarked on deploying CLIP which will integrate all of the above
processes using HP tool solutions. Implementing CLIP within Sprint’s
IT environment will promote a single source integration of our tools &
processes. This integration will allow us to support our Business
partners by providing process and organizational efficiencies, promote
accelerated decision making and knowledge sharing, while reducing
costs.
Sprint is here and here is NOW
Agenda
3
Closed Loop Incident Process
Business alignment and benefits realization
Customer case studies
Welcome and introduction
IT priorities, challenges and critical business issues
Is your IT shop constantly challenged with delivering IT solutions to your customers cheaper & faster? If you answered YES! - This session will teach you how to bridge operation and service management gaps by using HP solutions to integrate your current tools. We will share with you how Sprint embarked on deploying CLIP. The session topics to are as follows:
• Connecting the asset, event and configuration management systems with the incident management processes
• Creating application maps utilizing HP Universal CMDB & automatic Discovery & Dependency Mapping
• Relating the application maps to the business services
• Discuss how implementing CLIP and our integrated data will support process and organizational efficiencies. Additionally, we will explain how immediate access to multiple data sources in a single integrated system will promote our business partners to make better decisions; faster.
IT Enterprise Services – Service Integration StrategyDrive continuous service improvement opportunities for our business partners
4
• Multiple tools
• Duplication of Data
• Many integrations points
• Too dynamic to replicate in
single repository
• Technology, developed by
different people at different
times
Traditional Integration
Cheaper, Better, Faster
5
Current Service Management environment supported
6
Tivoli
PageIT SORT
Call Center Services
SAMRConfig & Asset Data for Laptops & output devices
Microsoft SCCM
OIMS
I-EngineerOVIS
Nexus
Data is manually created in multiple tools,
increasing data inconsistency
Asset and configuration
data stored in separate
systems based on CI class.
User has to access multiple tools to update &
support workgroup & paging rosters, CI’s & assets
Application relationships are
based on tribal knowledge
100% of the CI relationships to CI
relationships are created
manually.
user
VisionaelConfig & Asset Data for Network device
Service Desk
CODIConfig & Asset Data for Servers & Applications
Indicates user interface
Indicates system connection
Sprint Introduces Business Technology Optimization (BTO)
7
2
Automate and integrate key processes using best practices— coordinate actions with consistent, discovered data
3
Trusted, authoritative, complete version of truth via unified model for analyzing business service impact
Business outcomesBusiness outcomes
STRATEGY APPLICATIONS OPERATIONS
Automation with insight
3
1 Automate, standardize, and virtualize key functions11 1
2
IT Service Integration executive challengeMaximize business value in an uncertain economic environment
8
and…
Deliver today•Meet budget constraints•Reduce risks•Continue delivering all services
Reposition and restructure•Improve business processes•Improve agility and decision making•Innovate new services
Sprint needed to be able to optimize cost & service
Prioritize
Eliminate non-strategic, redundant
projects to free-up budget and
staff
Innovate
Invest savings in strategic projects to drive
competitive advantage
Streamline
Automate, consolidate and
virtualize comprehensively
across IT
Improve visibility
Understand how effectively IT budget
is being spent
Closed Loop Management: Critical Success FactorsDrive continuous service improvement opportunities for our business partners
9
SERVICE AUTOMATION
• Broad automation across the business service
• Collaboration to break domain silos
• Increase staff productivity and service reliability
SERVICE HEALTH
• True “Operations Bridge” – complete view of service
• Business-level monitoring and performance analytics
• Predict problems before they impact the business
SERVICE MANAGEMENT
• Out-of-the-box best practices for ITIL V3 process
• Decision-support based on service impact and costs
• Predict impact of change before and during release
SERVICE CONFIGURATION
• Trusted, authoritative, complete version of truth
• Federated configuration management (CMS)
• Unified model for analyzing business service impact
• Understand problem source for rapid resolution
Service
Management
Service
Health
Configuration Management System
(CMS)
Service Automation
Model driven service impact analysis
10
Service Management Visions
DDMADiscovery
tool
SCCM
Service Manager 7
Application maps assist in
pinpointing the affected CI
Asset Manager
Tivoli
BAC/OMI
Single source for updating &
supporting workgroup & paging
rosters, CI’s & assets
75% of the CI to CI relationships will be
detected automatically.
95% of CI ‘s will be automatically
discovered.
Agentless CI Discover
Send Incident / Change ticket information
Send application mapping relationship & views
CI replication/ federation data
IMACD
Warehouse management & onsite asset audits
Sends CI information that SCCM (SMS) discovers
Pu
sh
ing
CI in
form
ati
on
Qu
ery
fo
r “A
cti
ve s
tate
”
Pu
sh
ing
CI re
lati
on
sh
ips
Indicates user interface
Indicates system connection
user
uCMDB
3rd Party
Sends CI information for Mainframe, Storage, Software etc.
Sends CI information that Tivoli discovers
IMACD
Warehouse
management
and on-site
asset audits
IT Enterprise Services – Service Integration StrategyDrive continuous service improvement opportunities for our business partners
11
Business Challenge Challenge
• Reduce TCO of Operations
• As a % of total IT spend
• Versus strategic spend ratio
• Increase transparency
• Service delivery time, costs and resource usage
• Business related versus internal activity
• Reduce time to market
• Service catalogue based
• Specific strategic infra services
•Too much manual task execution leading to high costs and operational risk
•Business processes are not fully monitored and SLAs require more information on KPIs
•Service Management processes approach not pragmatic leading to lack of adoption
•Lack of one version of the truth in respect to service and configuration information
• IT Operations benefits realization:
•Efficiency through automation
•Optimized service lifecycle process
•Eliminate error-prone manual tasks
•Prediction and prevention of negative business impact
•The cost/value ratio of delivered services is understood by the business
•Any service from everywhere
•Saved labor spent on innovation
•Continuous service improvement
•Enable compliance
Solution & Benefits
12
IT Enterprise Services – Service Integration
Strategic Priorities KPI
Initiative and Timeline
(3Q10)
Ensure total IT spend
reflects best-in-class
efficiency
• Reduce existing SM Applications by
30%
• Reports reduced by 80%
• Reduce password reset tickets by 85%
• Chg Mgmt Simplification
• Develop overall Service & Systems Management target reference
architecture to consolidate and simplify fix agent toolsets
• Reduce reporting, current system produces 25k reports a month
• Improve employee self services (reduce ticket volumes) Maintain Helpdesk
SLA’s
• Deploy SM7 to cover all areas of ITIL
• Enhance Lockdown exception process and decrease lead times for change
requests
Increase percent of IT
spend on business
enablement by
increasing operational
efficiencies
• Increase proactive system changes by
15%
• Increase auto pages\ticketing (% 2009
incident) tickets by 50%
• Establish capacity forecasts for all critical applications and reduce application
outages based on uCMDB CI service views
• Increase Auto Ticketing\Auto paging to primary fix agents
Rapidly achieve
Virgin/iPCS IT
Synergies
• Virgin/IPCS Application Retirement Plan
vs. Actual
• Operations integration and Application quick hits
• Application integration
Impact to Company
Priority
Restore the Brand, Manically Manage Profitability, Improve Customer Experience
By gaining visibility into the status of business services across networks, servers and applications, IT organizations will
prioritize their workloads around the most critical business issues and focus resources on proactive work, minimizing
disruption to the business
Strategy / Vision
• Maintain continuity of support for external projects to deliver solutions on time and with budget
• Proactively identify performance problems by automatically discovering total health of business transactions
• Increase speed and agility by targeted notifications to fix agents which will decrease unnecessary engagements
• Increase identification of out of process exceptions impacting Change Management IT services.
• Increase by 100% discovered configuration items tied to Vendor Contracts, while decreasing SW license costs
Strategic
Priorities KPI
Initiative and Timeline
(3Q10)
Achieve Best in
Class IT for
Availability and
Delivery Speed and
Quality
• Reduced P1 tickets by (2009
baseline) 20%
• 100% executive communication for
all P1
• Increase uCMDB Data accuracy to
95%
• 100% coverage for ES license
entitlements
• % Answered in 60 Seconds 65%
• % Abandoned after 60 Seconds 10%
• Resolve Rate 80%
• Increase D4C plans from 296 – 336
• Increase D4C drills from 25- 40
• Develop 345 application maps
• Ericson IT Synergies
• Reduce the number related tickets and duration with faster triage and root cause
analysis based on uCMDB CI service view analyses.
• Improve RPM communications, Executives will receive an email notification on P1
issues that are impacting identified applications & infrastructure components
• Assess business impacts for IT supported applications and assign D4C design
class, create recovery plans for critical applications and evaluate risks found in
testing and work with business and support teams to resolve issues and close gaps
• Track software licensing for compliancy
• Maintain best in class operational effectiveness through standard helpdesk service
levels
• Maintain application dependency maps for all BS, MS application and infrastructure
(DDMA)
• Achieve Ericsson/IT synergies by managing the agreed interactions and
responsibilities of both parties and defining the working level interaction within the
existing processes via program and specific projects
Protect our
sensitive data and
secure systems
• SOX Certification Compliance 100%
• PCI and SAS70 Audit Reviews and
Compliance to meet audit targets
• Protect systems through SOX management testing, PCI data compliance security
standard reviews, and external audits (SAS70) management testing
Impact to Company
Priority
Restore the Brand, Manically Manage Profitability, Improve Customer Experience By gaining visibility into the status of business services across networks, servers and applications, IT organizations
will prioritize their workloads around the most critical business issues and focus resources on proactive work,
minimizing disruption to the business
Strategy / Vision
• Maintain continuity of support for external projects to deliver solutions on time and with budget
• Proactively identify performance problems by automatically discovering total health of business transactions
• Increase speed and agility by targeted notifications to fix agents which will decrease unnecessary engagements
• Increase identification of out of process exceptions impacting Change Management IT services.
• Increase by 100% discovered configuration items tied to Vendor Contracts, while decreasing SW license costs
13
IT Enterprise Services – Service Integration
14
15 ©2010 Hewlett-Packard Development Company, L.P.
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