Whats New in BMC Remedy ITSM 7'0 Overview Presentation

1
Whats New in BMC Remedy ITSM 7.0 Overview
Presentation

• Bryan Cunningham
• Account Executive
• generationE Technologies
• 209-559-0397
• bryan.cunningham_at_generationetech.com
• www.generationetech.com

2
Agenda

• Introduction
• Whats New
• Demo
• Questions

3
Contents

• ITSM 7.0 Goals Objectives
• High Level Overview of 7.0
• Detailed Overviews
• CMDB
• Service Desk
• Change Configuration Management
• Service Level Management
• Asset Management

4
ITSM 7.0 Goals ObjectivesClosing the loop
between IT and Business
Service Management provides the most common
interfaces between IT and the Business
5
ITSM 7.0 Goals ObjectivesClosing the Loop in
IT Service Management

• Simplify foundation for BSM integration across IT
  functional and technical silos
• Manage incidents, root causes and change risk
  better through service desk and impact
  integration
• Improve stability and responsiveness with
  integrated change process and configuration
  execution
• Increase total quality of service by unifying
  management of service levels across
  infrastructure and support
• Determine business service relevance of
  incidents, changes and events by further
  automating service model creation and impact
  analysis

6
ITSM v7.0 Goals ObjectivesAccelerating
Maturity in Business Service Management
Higher Maturity BSM Destinations Deliver Even
Greater Value
Enabling faster routes to BSM destinations
through enhanced ITIL process workflows and
integrations

• Proactive Incident and Problem Management
• Reduce service disruptions with early detection,
  prioritization and root cause of infrastructure
  incidents

• Unified Service Level Management
• Improve whole business service delivery managing
  SLAs combining technology and service support

• Data Center Optimization
• Reduce operational and capital costs by planning
  and automating closed-loop server configuration
  to enable more consolidation and virtualization
  projects

• Closed Loop Client Management
• Reduce desktop configuration and compliance costs
  by automating change authorization, provisioning
  and verification according to user roles and
  corporate policies

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Key ThemesAcross ITSM

• Richer out-of-the-box ITIL workflows for faster
  implementation of best practices
• Tighter BSM integration for more efficient,
  high-value closed-loop processes
• Architectural and usability improvements to
  enhance productivity and enterprise readiness

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Key ThemesApplications

• BMC Remedy Service Desk
• Tighter ITIL alignment
• Rich problem management workflow
• Integration for Proactive Incident and Problem
  Management
• BMC Remedy Change Management
• Change planning
• Change efficiency
• Integration for Closed-Loop Client Management
• BMC Remedy Asset Management
• More efficient software license management
• Integration for Closed-Loop Client Management
• BMC Service Level Management
• Unifies support and infrastructure SLA
  definition, monitoring, action
• Calculate penalties and reward
• Integration with infrastructure monitoring

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Whats New in ITSM 7.0High Level Overview
CMDB Service Desk Change Config Mgmt Service
Level Management Asset Management Back to Contents
10
New Product Names
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ITSM 7.0 Suite - Changes for all Applications
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BMC Atrium CMDB 2.0

• What are the biggest features in CMDB 2.0?
• NEW!! CMDB User Interface, including graphical
  CI Relationship Viewer
• Updated Management and Analytic Tools
• Enhanced Federation functionality
• Improved Common Data Model and Data Model
  Extension Packs
• Updated Reconciliation Tools
• Improved Configuration Management Capabilities
• BMC Atrium CMDB Enterprise Manager

Skip to Detailed Overviews CMDB Service
Desk Change Config Mgmt Service Level
Management Asset Management
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BMC Atrium CMDB 2.0

• Most pragmatic and scalable approach
• Core CI data stored in CMDB with links to
  frequently-changing data in other repositories
• Business service context through visual
  understanding and navigation of CI relationships
  and dependencies
• Greater control over configurations
• Business rule-driven compare between discovered
  and production data sets
• Greater awareness of changes made to CIs through
  advanced versioning and audit capabilities
• Grater consistency within BMC Atrium CMDB for
  software instances discovered through multiple
  discovery tools
• Product Dictionary

Skip to Detailed Overviews CMDB Service
Desk Change Config Mgmt Service Level
Management Asset Management
14
BMC Remedy Service Desk 7.0

• Multi-Tenancy
• Leverage same support personnel, applications,
  and knowledge base to service multiple customers
  or business units within an enterprise
• Improved ITIL Support
• New capabilities to better support Incident,
  Problem, and Service Level Management
• New consoles for Requestor (Self Service),
  Incident (assisted service), and problem (root
  cause analysis)
• Service Support Cost Tracking
• Assess cost per incident
• Intelligent Ticketing (with SIM 7.0)
• Utilizes service model to prioritize incidents
  based on service impact, cost, and schedule
• Process Flow Visualization
• Integration with Remedy Knowledge Management

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7.0 Incident Console

• Incident console
• Web-based interface for analyst interaction
• Broadcasts
• Communication of known errors and outages
• Standard incident templates
• Simple submission of common incidents
• Access root cause known error
• End user access to known error workarounds

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Problem Management In the Service Desk

• BMC Remedy Problem Management
• A KEY part of the Service Desk - encompasses
  problem investigations, error control, and
  knowledge solutions.
• Proactively prevent the occurrence of incidents,
  errors, and additional problems.
• Root Cause Detection of incidents.
• Initiates actions that help to improve or correct
  the situation, preventing the incident from
  recurring.
• Resulting in a known error or knowledge.
• A known error is a problem that has been
  successfully diagnosed and for which a temporary
  workaround or permanent solution has been
  identified.
• The Knowledge Database is a central repository of
  solutions that can be accessed from within the
  solution to bring quick resolution to an
  outstanding issue.

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Problem Console

• New problem management processes
• Select specific incidents, common incidents,
  review incidents over time
• Content management
• Known error records

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BMC Remedy Change Management 7.0

• Change Planning
• Change Calendar
• Risk Assessment
• CI Viewer
• Availability/Unavailability
• Multi-Stage Approvals
• Change Efficiency
• Consoles
• Templates
• Process Flow Visualization
• Task Management Viewer
• DSL
• Change Productivity
• Change Dashboard
• Closed Loop Verification

Skip to Detailed Overviews CMDB Service
Desk Change Config Mgmt Service Level
Management Asset Management
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BMC Configuration Management 7.0

• General Capabilities
• Integration with DSL software distribution
• Double-byte support, localizations for Japanese,
  French, German, and Simplified Chinese
• Multi Tenant Reporting
• Datacenter Capabilities
• Red Hat Enterprise Patch Management Capabilities
• AIX Patch Management
• Updated Task based deployments
• Desktop/Client Management Capabilities
• Improved Configuration policy compliance
• User settings migration
• Microsoft Mobile 5.0

Skip to Detailed Overviews CMDB Service
Desk Change Config Mgmt Service Level
Management Asset Management
20
BMC Service Level Management 7.0

• Set service levels on business processes that
  cross multiple IT silos
• Role-based service level management performance
  results across service support and IT operations
• Connect SLAs with CMDB
• Define service level targets on configuration
  items
• Calculates the monetary penalties (and rewards)
  for SLAs that are out of compliance (or exceeded)
• Leverage the breadth of BMC data sources IT
  organizations already have in place

Skip to Detailed Overviews CMDB Service
Desk Change Config Mgmt Service Level
Management Asset Management
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BMC Remedy Asset Management 7.0

• Reduce software license overspending and
  non-compliance risks
• Software License Management
• Business-centric metrics and visualization
• Executives and daily users gain greater insight
  into the performance and business value of their
  asset management program and IT environment
• Accurate, holistic view of asset total cost of
  ownership
• Effective vendor negotiations, server
  consolidation decisions, IT budgeting and
  capacity planning

Skip to Detailed Overviews CMDB Service
Desk Change Config Mgmt Service Level
Management Asset Management
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Detailed Application Overviews
CMDB Service Desk Change Config Mgmt Service
Level Management Asset Management Back to Contents
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CMDB 2.0Detailed Overview
CMDB Service Desk Change Config Mgmt Service
Level Management Asset Management Back to Contents
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BMC Atrium CMDB 2.0The BIGGEST news

• What are the biggest features in CMDB 2.0?
• NEW!! CMDB User Interface, including graphical
  CI Relationship Viewer
• Updated Management and Analytic Tools
• Enhanced Federation functionality
• Improved Common Data Model and Data Model
  Extension Packs
• Updated Reconciliation Tools
• Improved Configuration Management Capabilities
• BMC Atrium CMDB Enterprise Manager

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BMC Atrium CMDB Improve Business-IT Alignment
BMC Shared views of technology-business
relationships
Process, technology, and data silos
Prevents collaboration using common information
about how technology supports the business
Brings IT processes and technology management
together

• Now More accurate, pervasive and business-aware
  views of how technology supports the business
• Bring more silos of data into BSM view
• Bring more business context to more IT specialties

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Examples How BMC Atrium Enables Business Value
Through Solutions

• Prevent self-inflicted service disruptions and
  speed time to change by exposing complex
  infrastructure and service dependencies when
  planning and implementing change
• Minimize and quickly resolve business service
  disruptions by providing a consolidated view of
  data needed to prioritize incidents and determine
  root cause, regardless of where the data is
  stored or how it is accessed

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BMC Atrium CMDB 2.0 Overview
Management Console
Analytics
CI Browser
CI Viewer
BMC Atrium CMDB
Drift Tracking
Status Accounting
BMC Discovery
Business Process Data
People Data
Infrastructure Data
Relationships
Relationships
Mainframes
Batch Processes
SOA
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BMC Atrium CMDB 2.0 CI BrowserQuickly Search for
CIs

• CI Browser - Graphical browser to quickly search
  and gain access to business service and
  configuration data
• Standard search interface into CMDB data
• Can be used by any IT application or tool for
  finding CI data

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BMC Atrium CMDB 2.0 CI Relationship
ViewerUnderstand CI Dependencies

• CI Relationship Viewer - Graphical view into the
  interrelationships and dependencies between
  configurations, business services, and users
• Understand dependencies quick link to federated
  data
• Leveraged by both BMC and non BMC applications

• Ability to Launch other programs in context
• Ability to view attribute details
• Ability to view federated data

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BMC Atrium CMDB Management Console

• CMDB Management Console - Provides a single,
  intuitive interface for managing
• Reconciliation rules, jobs, and schedules
• Common data model extensions, building new
  relationships, etc
• Federation, provider registry, and launch in
  context capabilities

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BMC Analytics for CMDB and Asset Management

• Analytics capabilities provide point and click
  analysis and reporting for greater insight into
  business service configurations
• Ad-hoc reporting and analysis of CMDB and Asset
  data
• Understand why something is happening, rather
  than what is happening
• Easy to create maintain Reports
• Changes to data schema need to be made once, and
  flow through to all reports affected by the
  change
• Sample out of the box reports
• Business Service Profile analysis
• Comparison of Discovery Datasets
• Configuration changes over time for Configuration
  Item
• Comparison of an assets configuration against
  standard configuration

Graphical Reports
Ad hoc Query Panel
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BMC Atrium CMDB 2.0 - Federation Management

• Federation provides single point of CMDB
  integration to 3rd party applications
• Configurable Provider Registry
• Easily configure federated data sources and how
  to access them from CMDB
• Federated Data Linking
• CMDB provides efficient methods for linking to
  external data
• Right click launch to federated data directly
  from CI Relationship Viewer
• Enabled launch in context
• Link to federated data in context of how data
  relates to specific CI

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The Provider Registry

• The Provider Registry is a critical element of
  efficient federation
• Enables efficient link following in real-time
  and reduces the amount of customization required
  to connect an external data source
• Key Capabilities
• Defines and stores list federated data providers
• Holds parameters and methods on how to access
  externally stored data
• Where is the data stored?
• How does the CMDB access that data?
• What parameters does the CMDB need to pass to
  federated data stores?
• Types of Federated Data
• Instance Federation - Links two unique instances
  in a unique relationship
• Requires the storage of specific foreign keys to
  maintain relationship.
• Class Federation - Links a class of CIs to a
  class of information contained within an external
  data provider
• Defines a query to performed in run time when
  data is required.
• More efficient storage of information

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BMC Atrium CMDB 2.0Federation Management
provides access to related data while maintaining
a practical, federated approach
Federation
Dynamically link to federated data
BMC Atrium CMDB 2.0
Product Registry - tells CMDB how to access
federated data
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BMC Atrium CMDB 2.0 Common Data Model (CDM)

• Extend common data model to include
• Business processes
• User identity and roles
• Mainframes
• Batch processes
• Service oriented architectures
• Common Data Model Extensions
• Provides enhanced mechanisms that make it easier
  to configure/customize the CDM
• Ease of data migration
• Extension Packs
• Used by specific data provider/consumer to
  extend the CDM in a controlled way
• Used by BMC and Partner solutions

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Common Data Model and Extensions

• Common Data Model (CDM)
• Defined as the set of core classes
• CDM Extension Packs
• Additional classes or attributes which are
  optionally installed by specific products (e.g.
  SIM, Asset Management).
• Enables minimal configuration of classes.
• CDM Extension Loader is a new tool/function.
• Custom Extensions
• Created by partners or customers to extend the CDM

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BMC Atrium CMDB 2.0 Common Data Model
Documentation

• New wall sized BMC Atrium CMDB CDM Poster

HTML data model documentation CMDB Concepts
Guide
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BMC Atrium CMDB 2.0 Reconciliation Engine

• Workflow Enabled Compare Activity
• Manage change verification
• Workflow to take specific actions based on
  compare results
• Notify users
• Create incident (unplanned change)
• Reconciliation Sandbox
• Supports overlay datasets
• Controls how and when reconciled data gets moved
  into the production CMDB
• Event driven reconciliation
• Initiated reconciliation in ad hoc fashion via
  API
• Reconciliation Activates
• RE activities copy, delete, purge datasets
• COPY, DELETE and PURGE CIs during RE jobs

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BMC Atrium CMDB 2.0Configuration Management
Enhancements

• Comparison of Configurations
• Diagnostics capabilities
• Compare different configurations against each
  other
• Drift Tracking
• Manage change against baseline configurations
• Enforcement of compliance controls
• Triggers workflow or events (send notification,
  create incident to investigate)
• Status Accounting Auditing
• Provides snapshots of past configurations to
  better understand deltas between historical and
  current configurations of IT assets
• Research and track audit history of CIs

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CMDB Sandbox and Overlay Datasets

• Datasets partition the CI and Relationship
  instances
• Enables versioning of CIs into various states
• Overlay datasets
• Overlay datasets function as a Sandbox
• Enables modification/modeling of CIs outside of
  production dataset

Import
Production
Archive
Future (Sandbox)
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BMC Atrium CMDB 2.0 Integration Capabilities

• Expansion of programmatic interfaces to simplify
  external access to CMDB
• Web Services enabled
• Create, modify, and query CMDB
• Reconciliation engine control added to CMDB API
• Enterprise Integration Engine simplifies mapping
  of external data sources to CMDB
• Common Data Model aware data
• Provides capabilities for
• Mapping between data sources
• Importing/Exporting of data
• Rules to synch data between data sources

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CMDB-Enabled Enterprise Integration Engine (EIE)

• Create Data mappings directly to BMC Atrium CMDB
  Common Data Model
• EIE also handle relationships between classes
• Extensible solution to get any external data into
  CMDB

BMC Configuration Discovery
Super View
CMDB Enabled EIE -Mapping Technology -Synchroniza
tion -Import/Export
BMC Foundation Topology Discovery
Third Party Data Source
EIE Adapters -Oracle Adapter -SQL Adapter
-Custom Adapters
Third Party Discovery
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BMC Atrium CMDB Enterprise Manager

• NEW CMDB standalone offering
• Leverage CMDB to provide a unified, business
  relevant view into your existing IT applications
  and tools
• Includes
• BMC Atrium CMDB
• BMC Definitive Software Library
• BMC Enterprise Integration Engine (with Oracle
  and MS SQL adapters)

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Service Desk 7.0Detailed Overview
CMDB Service Desk Change Config Mgmt Service
Level Management Asset Management Back to Contents
45
Product Overview Focus on Whats New

• Improved ITIL support reduces cost of
  implementing best practices
• Simplified end user experience reduces call
  volume
• Improved analyst automation increases analyst
  productivity
• Enhanced problem management improves problem
  prevention
• With SIM/SLM
• Receive real-time service impact information
• Prioritize incidents according to impacts
• Proactively notify end users

46
BMC Remedy Service Desk 7.0 Whats New

• Multi-Tenancy
• Leverage same support personnel, applications,
  and knowledge base to service multiple customers
  or business units within an enterprise
• Improved ITIL Support
• New capabilities to better support Incident,
  Problem, and Service Level Management
• New consoles for Requestor (Self Service),
  Incident (assisted service), and problem (root
  cause analysis)
• Service Support Cost Tracking
• Assess cost per incident
• Intelligent Ticketing (with SIM 7.0)
• Utilizes service model to prioritize incidents
  based on service impact, cost, and schedule
• Process Flow Visualization
• Integration with Remedy Knowledge Management

47
Broadcasts as a communication source

• Increased analyst productivity
• Better Overall Incident Management data

48
Process Flow Visualization

• Increased analyst productivity
• Reduced contacts
• Increased prevention

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Templates - for Quick Submits
Increased analyst productivity
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Incident Matching Quickest Path to Resolution
51
Knowledge Management - BSM
KnowledgeManagement
Network System Events
User Self-Service
Service Desk
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Knowledge Management Service Desk
In place access to knowledge base to increase
analyst adoption

• Search Solutions, Incidents, Problems and
  Attachments
• Easy Rich HTML/XML authoring
• Watch Lists
• Notifications
• News Flashes
• Research Session Audit Trail

Auto suggestion of relevant solutions for higher
FCR and lower AHT
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BMC Service Level Management Value
Built-in templates for Service desk service
targets Integrations for ITSM
Applications Plug-ins to IT infrastructure
monitoring products
Know your business commitments work towards
keeping those commitments with
Dashboard

• Compliance miss
• Drill down
• Review contract
• View agreement
• Check service target
• Update
• Calculate penalties

54
BMC SIM 7.0 BMC Remedy Service Desk

• Features
• Uses the service model to sort symptoms from
  causes
• Prioritizes based on service / user impact,
  downtime cost, service schedule
• Incident created has both impact and cause
  information attached
• Incidents can be closed automatically when a
  clearing event is detected
• Benefits
• Eliminates the noise of too many incidents
  created for symptoms or low priority issues
• Problems are being worked even before users
  notice them
• Improved Service Availability

Intelligent Incident
Service Model
Filtering / Correlation
A1
C2
C3
B3
B2
C1
D1
D2
Raw Technology Events
55
Change Configuration ManagementDetailed
Overview
CMDB Service Desk Change Config Mgmt Service
Level Management Asset Management Back to Contents

• BMC Remedy Change Management
• BMC Configuration Management
• Closed Loop Change Configuration Management

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Whats New

• New Product Functionality
• BMC Remedy Change Management
• BMC Configuration Management
• New Use of Foundation Technologies
• DSL
• Product Dictionary
• Graphical UIs for CMDB Access
• New Add-on Functionality
• BMC Remedy Change Management Dashboards
• New Integrations
• Closed Loop Change Configuration Management

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Change and Configuration Management (CCM)

• BMCs CCM Solution helps address IT challenges
  around
• Client/Desktop Management
• Datacenter Optimization
• IT Service Management (ITSM)
• Whats the value of Closed Loop CCM ?
• Gone are the days of swivel chair management
• Reduce errors
• Complete process transparency, reportingand
  compliance
• Improved response

58
Whats New for BMC Remedy Change Management
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Change Management 7.0

• Change Planning
• Change Calendar
• Risk Assessment
• CI Viewer
• Availability/Unavailability
• Multi-Stage Approvals
• Change Efficiency
• Consoles
• Templates
• Process Flow Visualization
• Task Management Viewer
• DSL

• Change Productivity
• Change Dashboard
• Closed Loop Verification

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Change Planning

• Change Calendar Key Functions
• Graphical View of Changes and Business Events
• 1, 5 and 7 Day Views
• Pre-Defined Filtering
• Drill down in to Changes Requests
• Default Settings
• Uses AR System Plug-In technology
• Benefits
• Accelerate change planning and scheduling
  process
• Results
• Raise Visibility of potential change conflicts
  and Increase change success rate

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Change Planning

• New! Risk Assessment
• Standardized questions for Change
• Derived factors for CI Priority and Performance
  Rating
• Change Risk report
• Detailed Risk score output
• Customer configurable
• Benefits
• Consistency of Risk process
• Results
• Raise Accuracy and Improve speed for risk
  assessment

Derived Factors combined with Questions to
calculate score in printable Risk Report
62
Change Planning

• New! Change Availability Unavailability
• Schedule Assist to locate Available Windows
• Create Unavailability and Availability Time
  Segment Windows for
• Changes
• Configuration Items
• Business Events
• Benefits
• Changes are planned based on business processes
• Results
• Quick Access to information Reduces chances of
  harmful conflicts

Schedule Assist drives Availability locater
63
Change Planning

• Enhanced Approval Processes
• Multi-Stage approvals
• Fully integrated with Remedy approval server
• Workflow based notification email, alerts,
  pages etc.
• User configurable for ITIL or custom
• Benefits
• Ensure appropriate users are involved in process
• Results
• Increased flexibility and faster change approvals
  

View Approval Stage Approver List and Drive
Approvals
64
Change Efficiency

• Updated! Predefined Change Templates and Task
  Templates
• Individual or Linked Templates
• New! Process Flow Visualization
• Accelerators to drive required functions
• Graphical view identifies where user is in the
  change process
• Benefits
• Enforce specific business process
• Fewer mouse clicks and key strokes
• Results
• Reduction in staff training time

Select Templates with one click
Drive change status updates with one click
65
Change Efficiency

• New! Task Management
• Supports branching and multiple paths along with
  data and workflow exchange between tasks
• Task templates
• Reusable templates for standard tasks
• Task group templates
• Reusable templates for collections of tasks
• Task Viewer
• Graphical View of Tasks
• Benefits
• Fast and reliable execution of tasks via
  repeatable processes
• Results
• Improved Productivity and Reduction in errors
  with a clear understanding of business process

Navigate Table View of Tasks
Colors and Icons to indicate Status and Type of
Task
66
Change Efficiency

• New! DSL w/ BMC added Product Dictionary
• Mechanism for consistently identifying
  configuration items (CIs) and Software Library
  Items (SLIs)
• Benefits
• Standardization of Software library Items in the
  CMDB
• Results
• Improved communication among IT staff ensures
  integrity of the environment.

Easily navigate to specific Software Library
Items for distribution.
67
Change Productivity

• Change Dashboard
• Dashboard of Key Metrics
• Operational Efficiency
• Overall Health
• Financial
• Customer Data
• Customer Configurable and Customizable
• Benefits
• Ensures organization is in meeting identified
  goals
• Results
• Organizational improvements can be driven with
  real time data

View and Filter for Multiple Metrics
68
Whats New for BMC Configuration Management
69
In 7.0, weve significantly enhanced our data
center capabilities

• Red Hat Enterprise Linux patch management (new)
• The only consolidated, enhanced cross-platform
  patch solution directly integrated with Red Hat
  Network
• The only solution available certified by Red Hat
  featuring the Red Hat Powered logo
• The ONLY solution guaranteed to maintain all Red
  Hat Enterprise Linux support agreements and
  warranties

70
In 7.0, weve significantly enhanced our data
center capabilities

• AIX patch management (new)
• Automated patch notifications and downloads from
  IBM
• HP-UX patch management (coming)
• Task-based deployments (improved)

71
Weve also invested in our client capabilities

• Desktops, Laptops and Handhelds
• Configuration policy compliance (improved)
• User settings migration (new)
• Microsoft Mobile 5.0 (new)
• Double-byte support, localizations for Japanese,
  French, German, and Simplified Chinese (new)

72
Multi-tenant and business-aware asset reporting

• Multi-tenant reporting
• allow a single system to support multiple
  customers
• limit visibility of discovery data to enforce
  various geographic/ organizational boundaries

73
Creating Closed Loop Change Configuration
Management Processes
74
Typical Open-loop Client Management
Request
Verification
Planning
Implementation
Approval
75
Whats needed to close the loop

• An integrated and automated change process
  solution that provides a balance between lock
  down and free for all
• This solution would need to
• Provide flexibility in establishing deployment
  policies
• Support ongoing software management from a
  centralized source
• Manage the update/patch process intelligently
• Automatically verify and report on deployment
  success
• Offer management visibility and approval

76
The BMC DestinationClosed-loop Client
Management - Process
Compliance Reporting
77
Closed-loop integration for BMC Software CCM

• Out of Box Initiation, Auditing and Verification
  of Change Requests
• Best Practice Change Templates for Configuration
  Management
• Automatic launch in context via Seamless
  Authentication
• Data passed between applications
• Change ID (RFC ID)
• Task ID
• Work Log information
• Process Transparency
• Automated workflowupdates BMC RemedyChange Mgmt
  with job status/verification

78
Service Level Management 7.0Detailed Overview
CMDB Service Desk Change Config Mgmt Service
Level Management Asset Management Back to Contents
79
Service Level ManagementThe Situation

• Why organizations use SLM solutions
• IT organizations to lower costs of IT
  operations, improve quality of service, and
  reduce business risk
• Service providers to manage their obligations,
  to run the business
• Difficulty showing how well the service desk and
  operations teams are providing services
• The end user cares how well they are being
  serviced, and that service depends on
• obtaining support from the help desk in a timely
  manner,
• change management processes being followed
  properly and efficiently,
• applications responding in a timely manner,
• infrastructure running well to support the
  services, etc.

80
BMC Service Level Management 7.0A Unified SLM
Offering

• SLM 7.0 combines the functionality of Remedy
  Service Level Agreements and SLM Express into one
  unified service level management offering
• SLM Express Focused on SLAs and SLOs related to
  things such as end user response time, service
  availability and performance of the IT
  Infrastructure
• Remedy Service Level Agreements Focused on
  service-request and availability SLAs related to
  Incident, Problem, and Change Management
• The resulting solution provides the full range of
  service level agreements bridging operations and
  the service desk
• One unified SLM offering reflects the service
  levels the end user wants

81
Whats the Business Value?Provide Complete
Picture of Service Performance

• Features
• A consolidated SLM dashboard
• Seamless data integration with both
  infrastructure and support metrics
• Apply maintenance and other blackout periods
• Retroactively change outages for special
  situations
• Benefits
• Quickly identify problems and prioritize support
  to reduce or avoid disruptions
• Simplifies management of SLAs
• Consolidates data for reporting

• Results
• Reduce business risk by bringing attention to
  weakness in both operational and service support
  performance levels.

82
Whats the Business Value?Run IT as a Business

• Features
• Calculate penalties and rewards
• Goals and costs can be variable based on time of
  day and day of week
• Calculate impact cost for missed service targets
• Manage multiple service targets per agreement,
  thereby matching the needs of the business
• Benefits
• Manage service level goals and objectives based
  on a business impact
• Focus attention on weak areas and minimize
  financial penalties

• Results
• Reduce costs by minimizing penalties and lost
  business
• Reduce business risk by focusing on areas of
  importance for the business

83
Whats the Business Value?Deliver High Quality
of Service and Experience

• Features
• View compliance and financial trends
• Ability to trigger corrective actions and
  workflow before the business is impacted
• Benefits
• Identify potential problem areas before they
  disrupt business services
• Ensure SLA compliance goals are met

• Results
• Improve quality of service
• Improve customer satisfaction

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Service Level Management Modules

• SLM Dashboard
• Manage SLA compliance
• View results
• Reporting Console
• View SLM reports
• Definition
• Create manage contracts, agreements, and
  service targets
• Data Collector Processing
• Collect metrics and events from IT infrastructure
  monitoring products
• Monitor service support data (such as incident
  resolution time)
• Evaluate all service targets and determine
  compliance
• CMDB (not required)
• Configuration data store
• Built on the AR System
• Requires a standard database

SLMDashboard
Definition of Contracts, Agreements, Service
Targets
ReportingConsole
Data Collector Processing
CMDB (not required)
AR System
DB
85
Service Level Management ModulesData Collection
Incorporate high volume, real time metrics and
events as well as service support inputs in your
service level agreements
Integration to SIM 7.0 coming in September
86
New Concepts Contracts, Agreements, Service
Targets
Known as Service Level Objective in SLM Express
or as SLA in Remedy SLA
Contract enables a customer or group to view
their SLA results only
SLAs, OLAs, and Underpinning Contracts can be
tied to one or more overarching contracts and be
used by multiple customers
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Agreements Weighted Service Targets
Low priority incidents would have a lower
weighting than Urgent priority incidents
88
SLM Dashboard for Service Level IT Managers

• Features
• Real-time display of all service levels
• Trends for compliance and penalties/rewards
• Add comments
• Benefits
• Pinpoint weak areas and avoid disruptions
• Results
• Reduce business risk by bringing attention to
  weakness in both operational and service support
  performance levels

89
SLM Dashboard for Customers or Line of Businesses

• Facilitates communication between IT and the
  business.
• Provides the line of business or customer with a
  real-time and historical view of how well IT is
  fulfilling their SLAs with the business.

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Reporting

• Features
• 20 pre-defined reports
• Compliance
• Cost
• Service target performance
• Benefits
• View reports without DBA
• Results
• Keep track of contractual performance

See results by contract and by agreement
See results by contract and by agreement
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SLM Reports

• Compliance
• SLA Compliance and Costs by Contract
• SLA Compliance Graph
• SLA Compliance Summary
• SLA Daily Compliance for One Week
• SLA Monthly Compliance for Six Months
• SLA Quarterly Compliance by Year
• SLA Weekly Compliance for One Month
• Cost
• SLA Cost Summary
• SLA Daily Impact Cost for One Week
• SLA Monthly Impact Cost for Six Months
• SLA Quarterly Impact Cost by Year
• SLA Weekly Impact Costs for One Month

• Service targets
• Performance-based Service Target Metrics
• Request-based Service Target Metrics
• Service Target Results by SLA
• Service Target Status and Detail Metrics Daily
• Service Target Status and Detail Metrics Hourly
• Service Target Outages
• Assignment
• SLA Team Assignment
• Unknown Data
• Periods of Unknown Data

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SLM 7.0 Other Key Enhancements (Remedy SLA
Perspective)

• Performance Improvements
• Reduction in number of filters dramatically
  improves performance
• Performance and Usability improvements in
  building service targets
• Copying service targets will not immediately
  rebuild the new service target
• Use of Templates
• Support staff interfaces for defining
  qualifications (rather than having to know field
  names and syntax)
• Improvements to SLA Group feature
• When multiple service targets attach to one
  ticket because of change in terms and condition,
  the new service targets inherits data from the
  existing one.
• Ability to re-open tickets after being resolved
• Ability to re-open a closed service target
  measurement and let it continue.
• SLM Integration with BMC Remedy Asset Management
• The integration is now through Asset Management
  outage records for each CI to measure the time
  for the outage to be resolved

93
SLM 7.0 Other Key Enhancements (SLM Express
Perspective)

• PATROL requirement removed
• Does not require PATROL, although it will
  integrate with PATROL as a data source
• Uses a standard database (makes custom reporting
  easier)
• ITIL compliance
• Ability to define SLAs, OLAs, and Underpinning
  Contracts
• Provides service target information to Incident
  Management, Problem Management, and Change
  Management
• Escalation capabilities (milestones and actions)
  to notify people of declining performance
• Additional expression capabilities (min, max, sum)

94
Service TargetsKey Performance Indicators,
Goals, and Cost selection

• Features
• Wizard to create service targets
• KPI selection
• Goal definition
• Impact costs The cost a business incurs when a
  service target is missed
• Benefits
• Monitor IT components of business services
• Results
• Reduce business risk by understanding business
  impact of IT issues

95
Service Targets Support Staff Interface for
Terms and Conditions for Incident Mgmt

• Use drop-down fields to build qualifications
• Tailored for each service target data source (AR
  application)

96
Service TargetMilestones

• Features
• Define performance triggers
• Automated actions
• Incident, change or notification actions
• Benefits
• Standardized responses to problems
• Action before exception
• Results
• Reduced monetary penalties
• Improved quality

Take action before a service target commitment is
missed
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Templates

• Enhance usability by making it easier to create
  Service Target and Agreement definitions
• Leverage templates instead of building conditions
  from scratch
• Use as is and link to the original
• Or select a template and modify
• Types of Templates
• Condition
• Measurement Criteria
• Goal and Cost Schedule
• Milestone
• Action

98
Business Value Summary

• BMC Service Level Management 7.0
• Provide complete picture of service performance
  across service support and IT operations
• Run IT as a business
• Deliver high quality of service and experience

99
BMC Service Level Management Process
Integration

• BMC Incident and Problem Management
• Tracks the response and resolution times of the
  help desk and compares them with SLA commitments.
  Generates alerts and notifications to the support
  staff when support SLAs are in danger of being
  missed.
• BMC Change and Configuration Management
• Tracks change implementation targets to ensure
  that change tasks and requests are performed in
  order and on time.
• BMC Asset Management and Discovery
• Measures length of outages for specific
  configuration items and services.
• BMC Infrastructure and Application Management
• Uses infrastructure and application data for
  service level monitoring of both infrastructure
  and applications.
• Service Impact and Event Management
• Integrate service impact management and event
  processing automation and allow IT staff to
  manage by business alignment, prioritizing
  responses to real-time events based on business
  impact.
• BMC Atrium CMDB
• Ensure that critical business assets or services
  maintain committed levels of availability and
  service.

100
Asset Management 7.0Detailed Overview
CMDB Service Desk Change Config Mgmt Service
Level Management Asset Management Back to Contents
101
Benefits

• More efficient software license management
• Less time, effort to track installations against
  license contracts
• Proactive enforcement of license policies using
  CCM
• Reduce software costs by reducing unneeded
  deployments
• Enhanced enterprise readiness
• Multi-tenancy, enhanced categorizations and roles
• Greater business insight, easier reporting
• Quickly get to the Why behind the What with BMC
  Analytics

BMC Remedy Asset Management 7
102
Software License Tracking Definitive Software
Library

• Supports ITIL best practices for Change, Release,
  Configuration, Software Asset Management
• Performs two main functions
• Software Library
• Index to golden master software locations
  (deployable package, file server directory,
  storage cabinet)
• Product Dictionary
• Normalizes software names and descriptions
• Included with
• BMC Atrium CMDB, BMC Remedy ITSM
• BMC Configuration Management (Marimba)

103
Software License Tracking DSL Product Dictionary

• Application recognition and normalization
• Product Dictionary Entries (PDEs) match
  discovery scan data to definitive software titles
  and descriptions (e.g. suite info)
• Includes over 10,000 applications out of the box
  with updates made available via SupportWeb
• You can build additional PDEs using .exe and .dll
  names and file sizes
• Software license association
• Normalized software descriptions in CMDB are
  counted by Remedy Asset and applied to
  corresponding software license
• BMC Discovery uses Product Dictionary to
  normalize scan data prior to recording in CMDB

104
Software License Tracking Product Dictionary
links normalized software name, categorization to
license contract in Remedy Asset
When accessed from a software license contract in
Remedy Asset, this option links PDE to software
license and triggers workflow in Remedy Asset to
count instances against license entitlements
105
Software License Tracking

• Tracking normalized titles to contracts
• License Management Engine maintains list of CI
  classes it should process
• Discovered instances of those classes and
  matching 6-tier categorization in CMDB (from PDE)
  are counted against contract associated by PDE
• Deployed vs. licensed viewable in flashboards,
  reports, BMC Analytics
• Exception Handling
• Identifies discovered instances matching CI
  classes in License Management Engine but for
  which no associated contract is found
• Handling options
• Create new contract
• Associate title/PDE to existing contract
• Delete and ignore if not an application requiring
  license tracking

106
Enhancements

• Multi-tenancy
• Row-level security separates data, roles and
  processes to serve multiple business
  units/customers with a single application
  instance
• Enterprise Categorization
• 6-tier (vs. 3-tier CTI in 6.0) correlates
  directly to CI fields in CMDB
• Blackout schedules
• CI Unavailability
• Tracks the actual downtime of a CI
• E.g. scheduled maintenance created from a change
  request, or an unexpected event created from an
  incident

107
Benefit Summary

• Improved ITIL support reduces cost of
  implementing best practices
• Simplified end user experience reduces call
  volume
• Improved analyst automation increases analyst
  productivity
• Enhanced problem management improves problem
  prevention
• With SIM/SLM
• Receive real-time service impact information
• Prioritize incidents according to impacts
• Proactively notify end users

108
Demo
109
Questions?

• Bryan Cunningham
• Account Executive
• generationE Technologies
• 209-559-0397
• bryan.cunningham_at_generationetech.com
• www.generationetech.com