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Ridurre i costi operativi IT in 5 mosse grazie all'integrazione dei processi,[object Object],Marco Bianchi,[object Object]
Agenda,[object Object],Il Business Case per l’IT Process Automation,[object Object],Esempi di IT Process Automation per ridurre i costi,[object Object],I 5 passi da intraprendere per prepararsiall’IT Automation,[object Object],Customer Case Studies,[object Object]
IL BUSINESS CASE PERL’IT Process Automation,[object Object]
Walking up the Down EscalatorBecome an Efficient Business Enabler,[object Object],A,[object Object],B,[object Object],Expensive Business Enabler,[object Object],Efficient Business Enabler,[object Object],Goal:,[object Object],Cost Effective with,[object Object],Optimized Service Delivery,[object Object],Sub-Optimal:,[object Object],Aligned To Business Goals But Expensive,[object Object],Current State:,[object Object],Expensive and Tactical with,[object Object],Limited Perceived Value,[object Object],Business Enablement,[object Object],Sub-Optimal:,[object Object],Cost-Centric and Tactical,[object Object],with Marginal Services,[object Object],C,[object Object],D,[object Object],Low Cost Provider,[object Object],Low Value Provider,[object Object],Operational Efficiency,[object Object]
Management’s Dilemma:Operational Efficiency vs. Business Enablement,[object Object],“The Cost Cutter”,[object Object],“The BSM Paradox”,[object Object],Business Enablement,[object Object],Business Enablement,[object Object],Operational Efficiency,[object Object],Operational Efficiency,[object Object],Significant up-front investments and the need for profound changes jeopardizes or delays expected cost reductions.,[object Object],Outsourcing or an internal focus on cost-cutting consolidation, often forsake agility and business enablement.,[object Object]
New Approach:IT Process Automation Provides a Direct Route,[object Object],IT Process Automation ,[object Object],enables you to:,[object Object],3,[object Object],Reduce Inefficiencies from Current Management Tools,[object Object],1,[object Object],2,[object Object],Business Enablement,[object Object],Integrate Tools within IT Operations and/or Security ,[object Object],2,[object Object],1,[object Object],Integrate the Business into IT Management Processes,[object Object],3,[object Object],Operational Efficiency,[object Object],6,[object Object]
Why Automate?An Example of Process Gone Bad,[object Object],IT Management,[object Object],Service Desk,[object Object],0: Poor service  quality detected,[object Object],1: Admin notified,[object Object],Database Management,[object Object],Network Management,[object Object],Application Management,[object Object],Security Management,[object Object],IT ,[object Object],Functions,[object Object],2: Ticket created,[object Object],3: Service desk receives ticket,[object Object],4: Establish bridge line,[object Object],5: Notify other groups,[object Object],Best of BreedManagementTools,[object Object],6: Commence finger-pointing,[object Object],7: Isolate potential cause,[object Object],Managed,[object Object],Technologies,[object Object],8: Notify change management,[object Object],9: No requested change?,[object Object],10: Guilty admin rolls back,[object Object],11: Validate remediation,[object Object],12: Close ticket,[object Object],13: Review with management,[object Object],7,[object Object]
Esempi di IT Process Automation per ridurre i costi,[object Object],8,[object Object]
Archive,[object Object],Trash,[object Object],Recover from Common EventsSuch as Low Disk Space Conditions,[object Object],Management,[object Object],8,[object Object],1.	Available disk space falls below threshold,[object Object],ITPA,[object Object],6,[object Object],4,[object Object],Administrator,[object Object],2.	Systems Management generates an event, triggering a process in the ITPA tool,[object Object],,[object Object],,[object Object],Total Time Saved:,[object Object],48 Minutes,[object Object],3.	ITPA tool requests disk usage analysis from Systems Management,[object Object],5,[object Object],Saved: 15 minutes,[object Object],3,[object Object],4.	ITPA tool sends email to admin requesting approval to clean up,[object Object],Saved: 5 minutes,[object Object],5. 	If no response is received within a defined time, ITPA tool escalates to a higher level of management,[object Object],Systems Management,[object Object],Saved: 5 minutes,[object Object],6.	Administrator approves partial cleanup through ITPA tool,[object Object],7,[object Object],Saved: 4 minutes,[object Object],2,[object Object],7.	ITPA tool commands Systems Management to perform cleanup,[object Object],Saved: 15 minutes,[object Object],1,[object Object],8.	ITPA tool sends confirmation email to the administrator,[object Object],Server with Local Storage,[object Object],Saved: 4 minutes,[object Object]
Perform Routine MaintenanceSuch as Rebooting Servers,[object Object],1. ITPA tool initiates the server reboot process based on a schedule and suppresses reboot related events,[object Object],ITPA,[object Object],8,[object Object],2. ITPA tool commands the load balancer to block new sessions to the first server,[object Object],Saved: 1 minutes,[object Object],Administrator,[object Object],9,[object Object],3. ITPA tool commands Systems Management to monitor for the server to reach zero active sessions,[object Object],Total Time Saved:,[object Object],410 Minutes,[object Object],3,[object Object],1,[object Object],2,[object Object],Saved: 15 minutes,[object Object],6,[object Object],4. ITPA tool commands Systems Management to reboot the server and wait for completion,[object Object],Systems Management,[object Object],Load Balancer,[object Object],Saved: 15 minutes,[object Object],5. ITPA tool commands Systems Management to validate server health,[object Object],Systems Management ResponseTime,[object Object],Saved: 3 minutes,[object Object],4,[object Object],7,[object Object],5,[object Object],6. ITPA tool commands the load balancer to enable new sessions,[object Object],Saved: 5 minutes,[object Object],7. ITPA tool commands Systems Management to verify service performance,[object Object],Active Sessions,[object Object],,[object Object],,[object Object],,[object Object],,[object Object],,[object Object],,[object Object],,[object Object],,[object Object],,[object Object],,[object Object],Saved: 1 minute,[object Object],8. ITPA tool sends a progress notification email to the administrator,[object Object],Saved: 1 minute,[object Object],Web Servers,[object Object],9. ITPA tool repeats steps 2-8 for each additional server in the group ,[object Object],Saved: 10x minutes,[object Object]
Request, Approve and ProvisionA New Virtual Machine,[object Object],1.	Requestor visits ITPA tool web console and initiates a request for new virtual machines,[object Object],9,[object Object],Billing System,[object Object],ITPA,[object Object],2.	ITPA tool identifies clusters with sufficient spare capacity to house the requested virtual machines,[object Object],VM Requestors,[object Object],4,[object Object],Saved: 15 minutes,[object Object],5,[object Object],3.	ITPA tool triggers VMware vCenter to create a temporary placeholder virtual machine,[object Object],Ticketing System,[object Object],LOB Owner,[object Object],Saved: 10 minutes,[object Object],Total Time Saved:,[object Object],145 Minutes,[object Object],CDB,[object Object],1,[object Object],4.	Create & submit a change request in a ticketing system and assign business owner,[object Object],2,[object Object],7,[object Object],Saved: 20 minutes,[object Object],6,[object Object],6,[object Object],3,[object Object],VMware ,[object Object],vCenter,[object Object],5.	When approved,  ITPA tool notifies requestor and commands VMware vCenter to delete temporary virtual machine and provision the production virtual machine from a template,[object Object],Saved: 30 minutes,[object Object],6.	ITPA tool commands Systems Management to deploy agents and scans with Policy Management to confirm correct configuration,[object Object],Saved: 30 minutes,[object Object],Policy Management,[object Object],Systems Management,[object Object],7.	Notify virtual machine requestor of provisioning completion and ticketing system to close ticket,[object Object],Saved: 20 minutes,[object Object],8,[object Object],8.	Virtual machine configuration report generated via Policy Management,[object Object],Saved: 10 minutes,[object Object],9.	ITPA tool updates the billing system for the newly created virtual machine,[object Object],Saved: 10 minutes,[object Object]
Respond to Configuration Changes ,[object Object],And Ensure Protection of Critical Hosts,[object Object],ITPA tool,[object Object],1. File integrity or security monitoring detects change, triggering a process in the ITPA tool,[object Object],2. ITPA tool queries ticketing system to see if change  ,[object Object],    was planned and authorized,[object Object],Saved: 15 minutes,[object Object],7,[object Object],2,[object Object],3. ITPA tool queries Policy Management for a list of user entitlements ,[object Object],Ticketing System,[object Object],Saved: 15 minutes,[object Object],4,[object Object],4. Business stakeholders and admin team notified,[object Object],6,[object Object],Security,[object Object],Monitoring,[object Object],Saved: 15 minutes,[object Object],Total Time Saved:,[object Object],85 Minutes,[object Object],5,[object Object],3,[object Object],5. Stakeholders choose remediation and ITPA tool creates a change ticket,[object Object],Saved: 20 minutes,[object Object],6. ITPA tool has Policy Management perform a vulnerability scan,[object Object],Stakeholder,[object Object],Saved: 15 minutes,[object Object],Administration,[object Object],7. Remedy ticket is closed and ITPA tool commands Policy Management to conduct a final scan to confirm  remediation,[object Object],Policy Management,[object Object],Saved: 5 minutes,[object Object],1,[object Object],12,[object Object],12,[object Object]
I 5 passi da intraprendere per prepararsiall’IT Automation,[object Object],13,[object Object]
Step 1Identify Automation Candidates ,[object Object],Prepare Your Staff,[object Object],Identify Needed Tools,[object Object],Rank Candidates by Value,[object Object],Evaluate Your Process Maturity,[object Object],Identify Automation Candidates,[object Object],Questions to Ask,[object Object],Examples,[object Object],Too much time to complete a request logged in a ticket,[object Object],What processes do users or customers complain about?,[object Object],Rebooting servers to deal with application memory leaks,[object Object],What activities occupy too much staff time?,[object Object],What activities cause the biggest budget surprises?,[object Object],Increased demand for storage as disk space fills up,[object Object],What activities cause the most re-work?,[object Object],Recurring events without permanent resolution,[object Object],What processes are competitors automating?,[object Object],Case studies or articles written for your industry,[object Object]
Prepare Your Staff,[object Object],Step 2Evaluate Your Process Maturity,[object Object],Identify Needed Tools,[object Object],Rank Candidates by Value,[object Object],Evaluate Your Process Maturity,[object Object],Identify Automation Candidates,[object Object],0.  No formal process,[object Object],1.  Ad hoc – individually tool dependent,[object Object],Consider a bottom-up micro-process first approach,[object Object],Consider a top-down macro-process first approach,[object Object],2.  ITIL Service Support processes in place,[object Object],3.  ITIL Service Delivery processes in place,[object Object],4.  Process extends beyond IT operations to business management,[object Object],Maturity Level Source:  ,[object Object],Gartner I&O Maturity Model, Oct. 2007,[object Object]
Prepare Your Staff,[object Object],Step 3Rank Candidates By Value,[object Object],Identify Needed Tools,[object Object],Rank Candidates by Value,[object Object],Evaluate Your Process Maturity,[object Object],Identify Automation Candidates,[object Object],Criteria 2: Reduce cost through efficiency,[object Object],Criteria 1: Improve quality by reducing defects,[object Object],Reduces re-work,[object Object],Reduces time to provision new services,[object Object],Reduces repetitive work requiring little analytical skill,[object Object],Reduces manual review requirements,[object Object],Reduces unplanned downtime,[object Object],Improves communication (timeliness, accuracy, etc.),[object Object],Better use of resources and inventory,[object Object]
ITPA,[object Object],Management,[object Object],Incident Stakeholders,[object Object],Ticketing,[object Object],Systems Management,[object Object],Other Sources (RFCs, CMDB, Change monitoring, etc.),[object Object],Helpdesk,[object Object],Prepare Your Staff,[object Object],Step 4Identify Needed Tools ,[object Object],Identify Needed Tools,[object Object],Rank Candidates by Value,[object Object],Evaluate Your Process Maturity,[object Object],Identify Automation Candidates,[object Object],Existing Management Tools,[object Object],Systems management,[object Object],Service Desk (ticketing) tools,[object Object],Provisioning tools,[object Object],IT Process Automation Tools,[object Object],General (any micro or macro process),[object Object],Specific (single use case, single-vendor),[object Object]
Prepare Your Staff,[object Object],Step 5 Prepare Your Staff,[object Object],Identify Needed Tools,[object Object],Rank Candidates by Value,[object Object],Evaluate Your Process Maturity,[object Object],Identify Automation Candidates,[object Object],Solicit help in identifying new automation candidates,[object Object],Expected role in new processes,[object Object],Expected outcomes of automation,[object Object],Free to accomplish higher-value projects,[object Object],Gain career enhancing skills,[object Object]
Customer Case Studies,[object Object],19,[object Object]
European MSP,[object Object],Solution,[object Object],Results,[object Object],Challenges,[object Object],[object Object]
Began by listing critical processes to automate
NetIQ services documented processes and built workflows for them
Integrated ITPA with their CMDB and ticketing systems
Staff growing linearly with customer servers
Customers upset when service is inconsistent

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Security Automation From ITSMF Italia 2010

Hinweis der Redaktion

  1. Eliminate manual intervention caused by routine, highly mundane tasksFree administrators to focus on more critical problems to the businessCombine management data with contextual information to further streamline IT run booksAllow IT managers to reallocate resources to deliver strategic business projectsBridge IT and business users by formalizing roles & responsibilities within the context of IT processesImprove business alignment and reduce IT costs by involving the business in IT processes
  2. Step 1 to preparing for an ITPA deployment begins by asking critical questions to identify processes that should be automated.
  3. The next step is to evaluate how mature your organization really is as it relates to process. The following scale is from Gartner’s most recent Infrastructure and Operations maturity model released last October. (build slide) If you have not yet deployed the ITIL service support and service delivery processes (those are ITIL v2 terms) then you may want to consider a micro-process first approach.
  4. Once you’ve decided what type of processes you want to automate first (micro or macro), you’ll want to rank those processes by there ability to improve quality or reduce costs, and each business may place a different premium on each category, but you should establish a subjective way of grading each. Some suggested measures are listed here under each category.
  5. Next, you’ll want to evaluate what tools you have in place or are needed for an ITPA implementation
  6. Finally, make sure your staff is ready for implementing ITPA. They can be threatened by it and fear for their jobs – leading to resistance and subversion of the program. Make sure they understand that they are going to be redeployed to work on core as the context management gets automated.