Service Desk Now! Product Outline 2010 07 01

Product Outline

SERVICE DESK NOW!™
ITIL Best Practices ready to use NOW! built on proven software

Gavin McKee
Solutions & Services

© 2009 itsm Partnership Pty Ltd

Agenda

• What is Service Desk NOW!
• How the customer will use SDN!
• How to implement SDN!

2 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.

What’s in Service Desk NOW!


Service Desk NOW!™

NOW!

“Experience”
“Best Practice”
“ITIL v3
Compliance”

“Scalable”
“Proven”
“World-leader”


Built In, Ready To Use ITIL Best Practice

• Expertly applied ITIL Best Practices
(ITIL V3 Exin accredited)
• Useful built in lessons learnt from other companies
like your customers
• Valuable tools to extend internal capability
• Professional on line training videos
• Easy to maintain
• Scalable to grow with you


What you get with Service Desk NOW!
• Intuitive Req, Inc, Change, Rel, Prob screens
• 11 specific service area to assignment mappings
• 35 Service Areas
• 46 Request quick call templates
• ITIL v3 aligned Status and workflows
• Change Workflows – Standard, Non Standard Change,
Emergency
• Release management work flow
• 39 SLA notifications
• 43 Documents, 21 videos covering 12 ITIL processes
• Full details in SDN User Guide document

Return on Investment (Time)


1st Year Cost Comparison

$700,000

$600,000

$500,000

$400,000

$650
$300,000

$200,000

$250
$100,000
$95
$0
Enterprise Small-to-Medium Service Desk NOW!

Service Desk NOW!™ Customers will spend half of what most SMB’s will spend and
a fifth of what most Enterprise customers will spend.


Comparison to a traditional implementation License Unit Costs Annual Support Annual Costs

9x5
Product Description (EN) List Price Yr1 Yr2 Yr3
Support

Problem Isolation BMC Remedy or HP SC Problem Mgmt SW LTU $33,550 $7,220 $40,770 $40,770 $40,770
Change Management BMC Remedy or HP SC Change Mgmt SW LTU $31,450 $6,900 $38,350 $38,350 $38,350
Incident & Request
Management BMC Remedy or HP SC Request Mgmt SW LTU $31,450 $6,900 $38,350 $38,350 $38,350
Service level Management BMC Remedy or HP SC SLM Flt Usr Sync SW LTU $7,850 $1,730 $9,580 $9,580 $9,580
BMC Remedy or HP SC KM Search Engine SW
Knowledge Management Media $3,750 $0 $3,750 $3,750 $3,750

Knowledge Management BMC Remedy or HP SC KM User 100+/100 SW LTU $15,600 $3,390 $18,990 $18,990 $18,990

License Costs per annum $149,790 $149,790 $149,790
Software/License & Support Costs
Assume a 50% Discount $74,895 $74,895 $74,895

ITIL Process Design & Implementation
(4 Months - 1.5xVendor Consultants $240,000
@$2K per day)
Implementation Costs
ITIL Tool Design & Implementation
(3 Months - 1.5xVendor Consultants $180,000
@$2K per day)

Infrastructure Costs $20,000 $20,000 $20,000

Administration Costs (1xFTE) $80,000 $80,000 $80,000

Total Costs $594,895 $174,895 $174,895 $944,685

itSMP Service Desk NOW! Costings $75,000 $75,000 $75,000 $225,000

Payback occurs in Year 1 + Customer saves $720K over three years $719,685


Target Market
• No Consultants: Customers that can’t justify
consulting costs for a project to analyse, design &
implement
• No Admins: Don’t have and don’t plan to have
dedicated Service Desk administrators
• ITIL start-ups: Want to go on the ITIL journey
• 10 – 25 analysts
• 50 to 100 IT staff
• Annual budget of <$100K p.a to spend on Service
Desk
• Used to an outsourcing support model (SaaS)

Using Service Desk NOW!


ITIL v3 Screen Layout
Intuitive Flow based on ITILv3
• Status -> Summary ->Categorisation
• Custom Fields for extension without extra
configuration


Customer Use – Online Help
Online training videos and documents
Training for all ITIL processes


Customer – Review Impact/Urgency -
Priority
• Review the business impact urgency to priority
mapping
• Generate the new mapping


Customer Use – Review configuration

Review Configured
information
•Categories
•Workflows
•Templates
•Properties


Customer - Review Spreadsheets
• Review each spreadsheet
• Update delete_flag to ‘0’ if not required
• Add/update entries
• ‘Ctrl+T’ to load into SDN


Review other configuration
Any other configuration can be extracted, reviewed and updated


Implementing Service Desk NOW!


Services Implementation
Installation Timeline:
• Capture customer input data (CI’s, calls, people)
− 2x 2hr Analysis Workshops used to populate the upload
sheet
• Install vanilla r11.2, r12 or r12.1
• Run the SDN! Installer
− 30 mins
• Walk the customer through the configuration
− 1x 2hr Demonstration Workshop
• 2 Days of Onsite Support post Go-Live
− Capture enhancements (eg. Additional Quick Call templates)

Install in 30mins


Data Migration

• Data tools allow migration from Legacy CA/ Non CA
systems
• Extract data from existing system into spreadsheet
− Extract Cis, Calls, Categories, Codes etc
− Non CA systems from database extracts
− Legacy CA systems (e.g., r6) use pdm_extract
• Align header names as in example spreadsheet
• Upload using spreadsheet tools/myView
• From test to production – use full extract and upload
using spreadsheet tools/myView

Walkthrough the Data Upload sheet(s)


Content Map

• On-line Videos, documents & process flows
− Access via help screens
• Configured Areas, closure codes, Change workflows,
properties etc
− Review in Content Spreadsheet
• Other configuration/new configuration
− Use spreadsheet tools to generate all spreadsheets – review
in spreadsheets (upload_data/tmp directory)
• Full configuration details
− User guide (in install directory)


Walkthrough other aspects of the content
• Review the process of importing contacts
• Review the Online documentation (eg. what format
is it in now)
− How can it be modified/localized – easy to do , not easy to do

• Review the Out of the Box process workflows
• Review the Screen layout changes and why they
were made
• Review how Screen layout changes were done


Other applications of Service Desk NOW!

• Migrating from test to production
environments
• Migrating from other service desks
• You can now easily demonstrate customers data in the CA tool working as
part of the bid process

• Standardized implementation configuration


Questions ?


Service Desk Now! Product Outline 2010 07 01

Service Desk Now! Product Outline 2010 07 01

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