automation of enterprise it with manageengine · 2014-01-17 · page 3 automation of enterprise it...

Automation of Enterprise IT with ManageEngine

Mohamed Nayaz,

Director, IT Risk & Assurance Services

7th March 2012


Contents

Introduction

Automation of Enterprise IT

Challenges faced by clients

How ManageEngine Addresses these challenges

Case Study


My Introduction

► Director with 14 years of experience with Ernst & Young Oman

► Leads IT Risk & Assurance practice in Ernst & Young Oman

► Trainer in Systems Selection, IT Audit, IT Processes courses for EY

consultants in Middle East

► Trainer in CISA, CISM and CGEIT classes in Oman

► Past President of ISACA, Muscat Chapter

► Experience with IT Service Management

► IT processes assessment and development

► Service Desk tool selection

► Project Management for Service Desk tool implementation

► ISO 20000 implementation

► Involved currently in 2 ManageEngine implementation engagements in Oman


Ernst & Young


Expectations of IT

Cost/Risk Value Internal & External

Stakeholders • CEO

• Board of Directors

• CFO

• Audit Committee

• COO

• Shareholders

• Director of Internal Audit

• Regulators

• Directors

• Capital Markets

• Business Partners

• Employees

• Others

• Cost-efficiency • Reactive risk management • Regulatory compliance, e.g.: • Sarbanes-Oxley • HIPAA • Etc. • Decision support

• IT governance & management • Financial reporting • Enterprise Risk Management (ERM) • Transparent disclosure • Converged security • Program assurance • ROI • New business • Competitive advantage • Project to process approach to regulatory

requirements • Integrated business and IT • Managed program for improved innovation

Pre-1990s 2005 2006 Onwards


Evolving role of IT


IT Effectiveness

IT Effectiveness

Create Value

Rationalize Cost

Manage Risk

Govern Effectively

Align Strategically

Operate Efficiently

Measure Performance


EY role in Automation of Enterprise IT

Understand the current IT

environment

Design

(Policies /Process/ Procedures)

Prepare the Implementation

roadmap

Develop the RFP for enterprise

automation tool

Evaluate and Select the tool

Project Management

Implementation

Review the effectiveness of implementation


Challenges Faced by Clients

Challenges

Implementation of processes

Adoption of best practices

Automated alerts

Security events monitoring

Network Monitoring

Auditability

Managing configuration of servers/network

devices


How ManageEngine Addresses these Challenges

Service Desk

ITIL

Compliant

Operations

Manager

Event Log

Management NetFlow

Analyzer

1. Network and

Configuration

Manager

2. Change

Notification

3. History of records

Network and

Configuration

Manager


Case Study

Client Issues

1. Lack of process and procedures developed

2. Lack of network monitoring

3. Lack of proper recording of incidents

4. Longer problem resolution

5. Cant track the changes made to the production environment

6. Management of configuration of network devices/server

7. Lack of measurement controls to measure the IT performance

After a series of discussion between client and the delivery team, we agreed on the IT 360 tool. Client

decided to go for the following modules:

1. Service Desk Plus

2. Network Monitoring

3. Event Monitoring

4. Application Manager

► Team developed processes and workflows which is later implemented in the tool

► KPI’s defined and implemented in the tool

► Significant improvement in the problem resolution TRT (implementation of KEDB)

► Management able to track if any change in configuration made without approval

► Monthly reports sent to top management on the performance of the IT dept.

► Lesser time to resolve incident/service requests

► Compliance with the leading practices

Thank you

Mohamed Nayaz,

Email: [email protected]

GSM: +968 99429679

mailto:[email protected]

automation of enterprise it with manageengine · 2014-01-17 · page 3 automation of enterprise it...

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