ibm service management · © 2008 ibm corporation ibm service management henrik toft solution...

© 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


automation

SRM Service ProviderSolution

integration

Tivoli Service Request Manager



Incident Raised

Server goes down

Service Desk

Server Failure Impacts the Business



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



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



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



ChangeManager

CIO

Finance

Supplier

Procurement

PO

Change Management

Purchase Requisition

Purchase Order

Larger Capacity storage array

required

Approved

Service Desk

Change Management



Change Tasks planned

Release Management

Receiving Dock

Service Desk

Material Receiving

Receive and Release



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



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




Users

Service Desk

Service Catalog

ServiceRequests

ServiceRequests



automation


integration






automation


integration

Service Request Manager 7.1

Instant Messenger integrationRemote control included



Alternative multi-threaded mode of communication

Chat sessions are recorded and stored in the ticket’s Comm Log

Instant Messenger Integration



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




Users

Service Desk

Service Catalog

ServiceRequests

ServiceRequests



automation


integration






automation


integration


Advanced Customer Survey functionality included



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




Users

Service Desk

Service Catalog

ServiceRequests

ServiceRequests



automation


integration






automation


integration


Advanced reporting based on open standards



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




Users

Service Desk

Service Catalog

ServiceRequests

ServiceRequests



automation


integration






automation


integration


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



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




Users

Service Desk

Service Catalog

ServiceRequests

ServiceRequests



automation


integration






automation


integration




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



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



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



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




Users

Service Desk

Service Catalog

ServiceRequests

ServiceRequests



automation


integration






automation


integration


®

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



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

ibm service management · © 2008 ibm corporation ibm service management henrik toft solution...

Documents