Præsentation fra PCTY 2012 v. Mikkel Koenig

1. IBM
SmartCloud Control Desk
Optimizing the World’s Infrastructure
Copenhagen, 22-05-2012
© 2012 IBM Corporation

2. Smarter infrastructure demands an innovative
approach to managing assets, changes and
services
Fading boundaries across business and IT assets
Physical and infrastructure assets are increasingly embedded
with software and resemble assets in traditional IT
environment.
Velocity of changes impact business agility
Manual processes cannot keep up with

Rate of change driven by a cloud or virtualized environment

Planning and scheduling work across IT and operations line of
business
Business users are not IT-savvy
Increasing population of non-technical users request access to
business services
2

3. Introducing IBM SmartCloud Control Desk
A comprehensive IT Service Management solution that helps reduce cost and minimize service disruptions
through automated service request handling, efficient change management, optimized asset lifecycle
management across IT and enterprise domains. Built on a common platform, in a single suite.
Service Mobile
IT Staff Users
Desk workers
Role-Based, Adaptive User Interfaces & Dashboards
Applications for Different Disciplines
Service Catalog & Incident Problem
Request Mgmt Management Management
Change Configuration Release
Management Management Management
IT Asset Procurement License
Management Management Management
Common Runtime & Services
Workflow, Notification,
Escalation, Security
Asset & Configuration Mgmt Database
Asset CI Automation
Roles, Organization, Sites,
Changes, Incidents, …
3

4. IBM SmartCloud Control Desk is a next generation
IT asset and service management solution
• One complete IT Service Management solution to remove
complexity associated with separate, siloed tools for service
desk, asset, change, and configuration management
• Seamless connection between Change Management and IT
Asset Management domains ; automate synchronization of data
• Simple, user-friendly, intuitive interface
• Rapid deployment to support faster time-to-value of solution for
dev / test and private cloud
• A method for managing complex services based on intelligent
operating assets, consistent with IT service management
practices
4

5. IBM SmartCloud Control Desk Product Evolution
IBM SmartCloud Control Desk
IT Asset Management
•IT Asset Lifecycle Management
•Procurement and Contracts
•Software and License Management
•Service Request and IT Asset Management
integration
Current product model oriented by siloed Change and Configuration Management
business process and user type •Change, Release, Deployment management
•Service Asset & Configuration Management
•Unified Asset, Change & Configuration
Management
TAMIT TSRM CCMDB
Service Request Management
•Service Request Fulfillment, Incident, Problem
and Knowledge Management
TAMIT – TSRM – CCMDB –
•Service Request and IT Asset Management
Service Service Service integration
Provider Provider Provider •Incident and Configuration Management
integration
Service Catalog
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6. Brings together 10 ITIL processes into one solution
Manage a customized, searchable
list of all Services (internal or Inventory, financial, and contractual
external) available to Customers. It Service functions to support life cycle
Catalog Mgmt Service Asset management and strategic decision
includes information about and
deliverables, prices, contact points, making for the IT environment.
Configuration Management and traceability of
ordering and request Processes Management every aspect of a configuration from
beginning to end
Handle requests from a
User for information, or Request IBM SmartCloud Control
advice, or for a Standard Fulfillment
Change or for Access to an
Desk
Creation, routing and
IT Service Procurement management of requests,
Management purchase orders,
Restore normal service Single Product Quicker Time to Value contracts and terms and
operation as quickly as Single Install Multiple Delivery Models conditions
Incident
possible and minimize the Single Maintenance Stream Simplified Pricing Model
Management
adverse effects on business Simplified License Model Lower Cost of Ownership
operations
Resolve the root causes Problem License Auditable, reportable lifecycle of
of incidents to minimize Management Management various license types and terms.
impact on enterprise and
prevent recurrence
Change
Ensure that standardized Management Gather, analyze, store and share
methods and procedures Knowledge knowledge and information within
are used for efficient Release Management the organization.
handling of all changes Management
Verifies the availability of licensed, tested,
and version-certified software and hardware,
which functions as intended when introduced
into existing infrastructure
6

7. Capabilities built on a common platform
Features Benefits
Improved efficiency due to all processes sharing a common user
Common user interface
interface
Helps automate and improve resolution of incidents through an
integrated runbook capability that spans all functional areas, with the
Runbook Automation
power and flexibility to effect change throughout the complete
process
Easy-to-use Workflow Builder includes Application Designer,
Database Configuration, Escalations, Notifications, and Email
Custom Workflows Listener
Reduce errors by setting up ITIL v3 aligned process workflows
Report tooling includes canned reports, Key Performance Indicators
Common, versatile
displayed on a dashboard, Ad Hoc Query functionality and a query
Reporting engine
wizard allowing users to define and schedule their own reports
Irrefutable auditability and accountability through eSignature and
Compliance support
eAudit
Seamless integration of ITIL-based frameworks, including support
for Web Services, JMS, HTTP(S), Database Files (XML or Flat),
Integration Framework
LDAP, Launch in Context, Event or Batch/Bulk Processing, Email
and Workflow connectivity
Global deployment Supports multiple languages & currencies to allow connection of
support disparate sites and organizations
Multi-Customer enablement or Service Provider support allows
Service Provider support
management of multiple customers in single instance deployment
7

8. Key SCCD 7.5 features

9. Key 7.5 features: Navigation enhancements:
Left hand navigation
9

10. Key 7.5 Features: Mobile Support
Supports the following activities through Blackberry, iOS, Android
 End user creates and or views service request
 Analyst changes service request owner or status
 Service request approval by manager
 Analyst creates and/or views incident
10

11. Key 7.5 Features: Application Level Import/Export
• Customers can easily import and export data from any Maximo application
• User can import bulk records
• User can export a result set of records, make a series of quick changes within excel, xml,
etc. and then import back to Maximo
Feature Benefit
Import and Export data from any Allows customers to make changes very quickly to a series
Maximo application of records. Formerly had to perform this task “record by
record” (i.e. bulk change to asset records)
May be enabled for any Maximo Customers may selectively make these tool bar buttons
application available to appropriate user roles or groups
User can import bulk records A customer may bring a new business unit online much
more quickly (i.e. importing asset records for new business
unit)
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12. Key 7.5 Features: Application Level Import/Export
12

13. Key 7.5 Features:
Asynchronous validation and typeahead
Field_tabbing.swf
13

14. Service Request Fulfillment, Incident,
Problem and Knowledge Management
Minimize service disruptions through an efficient Service Desk that handles service
requests, problems and incidents.
14

15. Service Request Fulfillment, Incident, Problem
and Knowledge Management
Feature Benefits
Make most critical services available first by prioritizing incidents based
Prioritized Incident Response
on business service impact
Built-in searchable solutions Shorten time to resolve incidents through access to solutions for
knowledge base specific service requests
Embedded remote Enable service desk agents to remotely take over workstations for
diagnostics capability problem resolution
Saves labor and reduces errors by pre-populating work order fields
Ticket Templates
with service request information
Auto pre-population and Save time by pre-populating tickets through integration with Computer
classification of tickets Telephony software from Genesys and Cisco
Quickly identify and classify ticket type based on keywords and detail
Auto classification of tickets
fields of the ticket
Enable service desk agents to communicate through Lotus Sametime,
Chat Capability MS Office Communicator, Google Talk, Jabber for efficient and quicker
request fulfillment
Email Listener Efficiently processes inbound emails into service requests
Provides capability to synchronize tickets through bi-directional
Third-party tool integration
integration with BMC Remedy, HP Service Center
Service Requests can be created, viewed, approved from Blackberry,
Mobile Support
iOS, Android
15

16. Easier and simpler for IT Staff to create SR and
Incidents
16

17. Simplified Service Request application – BEFORE
17

18. Simplified Service Request application – AFTER
18

19. Simplified Incident Application
19

20. Service Catalog
Provide Self help and a rich catalog of Services to help end users solve their own
problems
Service Catalog is a key end user interaction point between end users and operations
across domains
20

21. Service Catalog Benefits
Feature Benefits
Improve service levels and employee productivity by
Publish a searchable list providing a list of services available to them; Help shorten
of available services time to find services by allowing a search of catalog for
available services
Associate cost Allows users of services to understand cost and manage
information to services consumption of services
Service catalog entries can be provided based on a group
Service Entitlement
or business unit
Service Definition Lower cost and time taken for catalog development through
Templates templates available for common service items
Lowers costs by improving re-use of informationevery time
Job Plan Templates
you create a work order for similar work
21

22. Improvements on the “Self Service Center” for
End Users
New “My Assets” pod
“Show All My Assets”
Pop-up dialog showing asset information
22

23. Requestor provides details when a service is
requested
 NEW! No need to write Presentation XML by hand
– Provides ability to edit custom dialogs in App Designer
– No need to modify library.xml for offering dialogs
 Offerings can store data in a MBO (instead of Specification Attributes)
– This can provide the full power of MBOs for offerings, including conditional UIs.
 Support for Cart Templates
23

24. Support for Tables in an Offering
24

25. Support for Creating Work Orders and Change
25

26. Service Requests: Improvements in v7.5
 Provides tree based search capability in knowledge management
 Improved Time To Value for Configuring Offerings
– Enhanced ‘Default Dialogs’ so that customers can quickly create offerings
• Attribute ordering, flyover help on attributes, support for checkboxes,
calendars and text boxes
– For ‘Custom Dialogs’
• Service Designers can use Application Designer to design offering dialogs.
 Richness of Offering Dialogs
– Support for tables in Offering Dialogs
• Example – 'Open multiple ports in a firewall', 'Provide access to buildings'
 Improved End User Experience
– Save Cart as Template
• Reuse form data from previous carts
 Improved Configurability of Self-service Center
– Links to applications, dialogs, external URLs
– Hide, reorder items in the Navigator
 Support for Work Orders (in addition to Activity Work Orders)
 Performance Improvements 26

27. IT Asset Lifecycle Management,
Procurement and Contracts, Software and
License Management
 Reduce likelihood of overbuying software licenses as well as fines due to under-
licensing
 Reduce time, cost and risk associated with compliance audits
27

28. IT Asset, Procurement and License Management
Feature Benefits
Gain deep visibility across the enterprise into assets
owned, where they are located, maintenance details,
Up-to-date, proactively corporate compliance
managed authorized Track and control all hardware assets installations,
repository of assets moves, additions and changes (IMAC)
Manage a complete view of software entitlements
across the enterprise
Automated license tracking to meet compliance
Accurate inventory of requirements
deployed software Reduce time, cost and risk associated with compliance
audits
Reduce unnecessary acquisition costs by identifying
inactive assets or redeploying underutilized assets
Asset Reports Use contract and entitlement information to improve
negotiation leverage with vendors
Control costs related to over-licensing
28

29. IT Asset Management is critical to the Business
What do I
have?
Where is Who is
it? Taking Control of using it?
your IT Assets helps:
 Control cost
“Enterprises that
 Mitigate compliance risk How is it
What does begin an IT asset
 configured
it cost? Deliver quality service
? management
levels program experience
 Align IT with the business up to a 30%
 Organizational efficiency How is it
reduction in costs
Am I
compliant? used? the first year... and
What value continue savings of
does it 5-10% for the next 5
provide the
business? years” – Gartner
29

30. IT Asset Management Capabilities
Contract Management Procurement
• Contract Terms & Conditions • Procure based on standards
• Notifications • Create and route purchase orders
• Software Contracts • Use catalogs
• Integrate with ERP systems
Financial Management
• Purchase/Lease Cost Tracking
• Work/Service Cost Tracking License Management
• Usage Accounting • Full Lifecycle support
• Total Cost of Ownership • Multiple License types supported
IT Asset
• Audit Ready Reports
Management
Asset Management
• Software Asset Management
• Hardware Asset tracking
• Installs, moves, adds, changes Work Management
• Reconciliation/Audit • Work planning and scheduling
• Extend beyond IT • Skills, labor, and inventory management
(data center facilities, power, etc.) • Service plans and cost management
Service Management Easy Configuration
• Support service desk with asset • UI, dashboards, KPIs, reports
configuration data • Process workflows with alerts &
• Service Impact Management escalations
• New applications
30

31. Service Request Mgmt and IT Asset Management
integration
When the Service Desk has access to asset detail Service Desk data provides IT Asset
including contract and procurement information: Management with:
 Service request handling is streamlined  Information on frequency and nature of
 Incident & problem resolution is expedited issues with IT assets
 Service levels & customer satisfaction  Ability to increase efficiency and cost
improve effectiveness
31

32. New in IT Asset Management
 New ‘Licenses’ Application  New Self Service Application
– Create and manage entitled licenses – Provides End Users with a view of all Assets
– Manage how license is internally allocated they are assigned to and their designated role
– Generate PR/PO and Costs and allows them to validate the information
and initiate an effort to address any
 New ‘Software Catalog’ Application discrepancies
– Integrates with Software Knowledge Base  Other enhancements
Toolkit or can be populated by discovery – Added License to existing procurement cycle
– Provide a distinct list of Software Products – Enhanced Technology Refresh and End-of-
– Ability to create Items used in procurement Life functionality in Asset
applications – Promotion of Deployed Assets to Authorized
– Ability to set aliases on products, including Assets (with default values)
those discovered by Tivoli or third party tools – Software Contract Enhancements
 New ‘Deployed Software’ Application: – Discovered/Authorized Support for Virtual
– Lists all software instances which have been Machines
discovered – Software Knowledge Base Toolkit Integration
– Provides details of individual installed software – Reconciliation usability Enhancements
instance – New/Updated Integration Adapters
– New License Management Reports
32

33. Change, Release and Deployment, Service
Asset and Configuration Management
 Reduce impact of changes by defining standard, workflow-driven change procedures
 Ensure integrity of existing infrastructure during release of new hardware or software
33

34. Change, Release and Deployment, Service Asset
and Configuration Management
Feature Benefits
Schedule changes to minimize impact - change windows, resource scheduling
Calendaring capability can help identify exposures to planned changes, thus protecting critical business
services
Blackout periods identify critical business periods when outages would be
expensive.
Blackout period identification Automated Change scheduling can help avoid blackout periods
Can apply to all CI's or to selected CI's
Blackout period approvers can be specified
Change and Release
authorization Prevent unauthorized changes by verifying authorization access based on roles
Compliance Policy Track and record changes across the organization
enforcement Manage desired states of CIs, application and service configurations to validate
compliance with internal and external policies
Complete technical and Business impact analysis capabilities
Business Impact Analysis Based on thorough relationships, analysis can be performed to spot direct
relationship impact as well as associated impacts to prevent unacceptable
outages due to changes
Immediately remediate an audit variance by
- updating an Authorized CI to reflect the Actual value
- creating a Change or Service Request
CI Auditing and remediation - Sending an email to the CI owner
View approved Changes for a CI when viewing an audit variance to help
determine if there was an approved change that caused the variance.
View CI attribute history while viewing an audit variance.
View the last audit results for the same CI.
Save on support costs by deploying approved images from the Definitive Media
Deployment of approved Library
images Supports a number of media libraries; Also integrates with IBM Rational Asset
Manager
34

35. Change Scheduling – Subject to multiple constraints
Change Windows
Black out periods
Change Implementation Sched
Automated Change Scheduling
- Tasks, People, CI windows
Schedule Conflict Detection
Schedule Visualization
View entire Change
and individual tasks
for that Change
Agents / Managers
With Role-based UIs
(e.g. Incident Analyst,
Change Manager)
Resource
Constraints Predecessor
Chart constraint indicator
35

36. Change Management – Business Impact Analysis
Agents / Managers
With Role-based UIs
(e.g. Incident Analyst,
4) Dynamic
Change Manager) Approval &
Notification
Based on Impact
Assessment
Results
1) Automated, Rule-
based Impact
Analysis Capability
3) Impacted CIs in
CCMDB Topology View 2) Human can override based
on historical data
36

37. Make it easier & simpler for IT Staff to create Change
 Simple pop-dialog for “create new”
 Lands user in the record once OK is pressed.
37

38. New Calendar
New calendar
control offers faster
response to clicks
because it does not
make round trips to
the server.
38

39. Simplified Change Application
39

40. Unified Asset , Change & Configuration Management
 Enables automated updates of related assets and CI data. This helps
– keep asset information accurate
– drive down cost of ownership
Automatically link an asset to a CI, and vice versa,
Asset Link – when the asset and CI get created separately.
Easily create a CI from an asset
– To start with Asset Mgmt and then use
Asset Create CI Configuration Mgmt later
Create
Easily create an asset from a CI
– To start with Configuration Mgmt and then use
Asset Mgmt later
Automatically update an asset when a CI gets
Update
Asset updated and vice versa
Update – Only update one when there is the same data
that exists on both an asset and CI.
40

41. Simplified CI Views & “Instant Audit”
 For every CI – Authorized CI attributes and Actual CI attributes are displayed side-by-side
enabling “Instant Audit”.
 Differences are highlighted in red – to allow quick visual identification of differences.
41

42. Swim Lane views to make CI topologies easier to
understand
Configurable Lanes
Configurable Colors / lane
Configurable Grouping of Classifications / lane
42

43. Incident and Configuration Management integration
When the service desk has access to
Configuration Item detail including actual CI
details, relationships & change history:
• Tickets get prioritized according business
impact
• Incident & problem resolution is expedited
• Interruptions to business services are
reduced
43

44. Advantages of moving
to the IBM SmartCloud
Control Desk

45.  Usability
• Dramatically enhanced user interface with new left-hand navigation, asynchronous
validation, all-new calendar, updated rich text editing, type ahead, CI topology views
with swimlanes , “Instant Audit” CI Comparison and tightened consistency.
• Simplified interfaces for key apps improves intuitiveness for novice users, and
reduces training costs.
• Improved self-service application now includes “My asset” information
• Product support for mobile devices, including Blackberry, iOS, and Android
 Tighter integration between assets and CIs
• Synchronization between assets and CIs unifies asset and change processes and
eliminates costly and time-consuming manual steps to keep them synchronized
 Unified product benefits
• Knocks down walls that prevent users from working as needed across functional
areas – all users can have access to all product functions
• Improve efficiency and Quality of Service by unifying asset, change and problem
management across both IT and the rest of the enterprise
• Single install and maintenance stream reduce install and upgrade time
 Service catalog enhancements make offering creation much easier
 Latest platform updates
• Tivoli Process Automation Engine v7.5 brings numerous benefits in user interface,
migration manager, import/export, scripting, help, performance, and more!
45

46. Delivery Models
IBM SmartCloud Control Desk
Software as a Service Traditional License Traditional License
(SaaS) VM image Install On-premise install
IBM
Cloud
Software
-as-a- Private cloud
service
• Reduced Capital Expense • Quick Deployment • Highly Scalable
• Quick Time to Value • Quick Time to Value • Highly Customizable
• Private Cloud
IBM owns and runs entire Allows total control over product,
product infrastructure Users log Provides an out-of-the-box virtual environment, operating system,
in remotely to IBM systems to machine that can be installed in middleware and database.
utilize the software 30 minutes. Tested for production Provides most flexible, customized
use in private cloud and perfect for solution
dev/test environments
Speed Customization
46

47. SmartCloud Control Desk 7.5
Editions and licensed applications
Edition Entry Standard Internal Service (External) Service
Disciplines / applications Edition Edition Provider Add-on Provider Add-on
Service Level Management  
Service Catalog Management  
Self Service Center  
Serv. Request & Incident Management  
Problem Management  
Knowledge Management  
Remote Control (limited license)  
Change Management  
Release Management  
Configuration Management  
Asset Lifecycle Management  
Procurement Management  
Contract Management  
Software License Management  
Support for mobile usage (Blackberry,  
iOS, Android)
Chargeback and service accounting  (with add-on)  
for internal customers
Chargeback and service accounting  (with add-on)  
for external customers
47

48. Questions?

49. Acknowledgements, disclaimers
and trademarks
© Copyright IBM Corporation 2012. All rights reserved.
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