Ca service-desk-presentation

CA Service DeskSolution

AgendaAgenda

- Introduction- ITIL for Greener Business Environment

- Our Vision in IT Service Management- CA & ITIL- ITIL Green Message

- Solution Description- Unicenter Service Desk- Unicenter Service Desk Dashboard

- Product Features

INTRODUCTION

Emirates Computers – Confidential© Copyrights Emirates Computers 2005

Emirates Computers & CAEmirates Computers & CA

EC is Certified ESP Partner and Authorized Distributor of CA products since of 2005

Our Vision in IT Service Management is to unify & simplify the management of IT.

We have successfully implemented a lot of projects with CA

Computer Associates “CA”Computer Associates “CA”

One of the world's largest IT management software companies, CA unifies and simplifies the management of enterprise-wide IT Infrastructure for greater business results.

CA helps customers manage risk, improve service, manage costs and align their IT investments with their business needs

CA – Industry LeaderCA – Industry Leader Teamwork with Focus

15,000 Employees Worldwide 170 Offices Worldwide

Customer First 99% of Fortune 500 Companies Telco, Financial, Government Sectors

Quality and Innovation First to Achieve: ISO 9002 Certification Project Management Processes (PMI Member) 300 Patents, 195 product releases in the past two months

Shareholder Value Revenue: $3.5 billion in 2005 4th Largest Software Company R&D investments represent 22% or almost $700M of revenue

Top IT Organizational NeedsTop IT Organizational Needs• Reduce costs while improving services• Increase responsiveness to the business• Drive problem resolutions down to the lowest cost

point• Optimize efficiencies• Manage resources better• Improve current processes with industry leading

“best practices”

…Expectation of IT to do more with less

The objectives of our IT Service Management The objectives of our IT Service Management SolutionsSolutions

1. Align IT services to needs of the business2. Improve the quality of IT service delivery3. Reduce the long-term cost of services

People

ToolsProcess

ITIL for Greener Business EnvironmentITIL for Greener Business Environment

1. Resource Optimization2. Assets Management3. Reduce the long-term cost of services4. Visibility to IT Environment5. Change Management, avoid negative impact of change on your IT

Assets6. TBA…

CA & ITILCA & ITIL• The Information Technology Infrastructure Library (ITIL)

is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services

• Set of books describe industry best practice in IT Service Management

• Learn from others, don’t reinvent the wheel

• ITIL helps you maintain stability and quality in your IT Services, better align IT with business

ITIL Process ModelITIL Process Model

Business, Customers & Users

Service Support

Service Delivery

IncidentManagement

ProblemManagement

ChangeManagement

ReleaseManagement

ConfigurationManagement

ServiceDesk

AvailabilityManagement

CapacityManagement

FinancialManagement

ServiceContinuity

Service LevelManagement

CA & ITILCA & ITIL

Service Support

Service Delivery

IncidentManagement

ProblemManagement

ChangeManagement

ReleaseManagement

ConfigurationManagement

ServiceDesk

AvailabilityManagement

CapacityManagement

FinancialManagement

ServiceContinuity

Business, Customers & Users

Service LevelManagement

ITIL V3ITIL V3

CA Service Lifecycle ManagementCA Service Lifecycle ManagementCA Service Management Products

• Unicenter® Service Catalog • Unicenter® Service Desk• Clarity™

• Unicenter® Service Assure• Unicenter® Service Metric

Analysis

• Unicenter® Service Accounting• Unicenter NeuMICS® Resource

Accounting• Unicenter CA-JARS® Resource

Accounting• Unicenter® Service Desk• AllFusion® Endevor® Change

Manager• CA Harvest Change

Manager

• Unicenter® Service Desk• Unicenter® Service Desk Dashboard• Unicenter® Service Desk Knowledge Tools• CA SupportBridge™ Live Automation• CA SupportBridge™ Self Service Automation• CA SupportBridge™ Self Healing Automation

Infrastructure

Service Level Mgmt

ServiceCosting

Demand Mgmt

Change Mgmt

Incident /Problem Mgmt

Our understanding of a Support Our understanding of a Support EnvironmentEnvironment

Service Desk Calls

KnowledgeDatabase

Centralized Knowledge Base• Knowledge-driven support• Consistent, correct answers to

common problems• Online self-help

DesktopManagement

SupportAutomation

Change Management

Management Metrics

IncidentManagement

ProblemManagement

Root Cause

Desktop & Server Mgmt.• Asset discovery and inventory• Remote control• Software & patch deployment• Protect against vulnerabilities• Automate system migrations

Incident & Problem Mgmt.• Detect & record• Classify, diagnose & resolve• Monitor, track & communicate• Analyze, develop & implement fixes• Close incident, problems, known

errors & report

Change Management• Plan, prioritize, and categorize• Analyze impact• Manage authorizations• Manage implementation

Management Metrics• Near real-time performance indicators• Defined KPI’s• Drill down view of data • View business and operational information

CA SERVICE DESK SOLUTION

Solution OverviewSolution Overview

Unicenter Service Desk will be implemented for centralized logging and tracking of call.

Unicenter Service Desk Dashboard for online reporting and performance measures

The following process will be implemented: incident, problem and change management in line with the requirement mentioned in RFP.

Following is the schematic layout of the solution

Solution OverviewSolution Overview

MDB – Management Database

SD – Service Desk

Self Service Interface

`

Web Interface for Analyst/Operator

-Unicenter Service Desk

- Centralized CA- MDB

CA Unicenter Service DeskCA Unicenter Service Desk

Service Desk Manager’s Decision Support Dashboard

It is a product that offers you service request, incident, problem and change management that maximizes analyst productivity and enhances responsiveness. Automating Service Management Processes.

CA Incident & Problem Management CA Incident & Problem Management The ChallengeThe Challenge

BusinessEmployees

IT Operations Networks & Servers Databases Applications

Level 0 Support(Self Service) Level 1 Support Level 2 Support Level 3 Support

Help DeskCorporate

Help DeskDevelopment Dept.

Help DeskHR Dept.

Help DeskAnalysts

Help DeskAnalysts

Help DeskAnalysts

Service Desk

Tech Support

• Supervisor• Technicians

Development

Tech Support


• Manager• Developers

Multiple disparate help desks> Recently acquired electronics

subsidiary> Departmental help desks

CA Incident & Problem ManagementCA Incident & Problem ManagementThe ChallengeThe Challenge

BusinessEmployees


Level 0 Support(Self Service) Level 1 Support Level 2 Support Level 3 Support

Help DeskCorporate


Help DeskHR Dept.

Help DeskAnalysts

Help DeskAnalysts

Help DeskAnalysts

Service Desk

Tech Support


Development

Tech Support



Incidents reported by phone only

Employees circumvent the help desk out of desperation for a resolution>Long call wait times>Low 1st call resolution

>Limited visibility to incident request status

>Slow Response from help desk

CA Incident & Problem ManagementCA Incident & Problem ManagementThe ChallengeThe Challenge

BusinessEmployees


Level 0 Support(Self-Service) Level 1 Support Level 2 Support Level 3 Support

Help DeskCorporate


Help DeskHR Dept.

Help DeskAnalysts

Help DeskAnalysts

Help DeskAnalysts

Service Desk

Tech Support


Development

Tech Support



No standard processes>Manual process>No escalation procedures>No coordination between

help desks or across IT

Most IT failures never reported to the help desk

Frustrated employees>Long call wait times>Unable to resolve Incidents

CA Incident & Problem ManagementCA Incident & Problem ManagementThe Solution – CA Unicenter Service DeskThe Solution – CA Unicenter Service Desk

BusinessEmployees

IT Operations Networks & Servers Databases

Service DeskLevel 1 Support Level 2 Support Level 3 Support

Operations Manager

Tech Support EngineeringAnalysts

Manager Supervisor

Technicians

Manager

Developers

CACMDB

ChangeAdvisory

Board

ChangeManager

Service Desk

Level 0 Support(Self-Service)

Change & Configuration Management Challenge Data spread, Change & Configuration Management Challenge Data spread, many versions of the truthmany versions of the truth

Con

sum

ers

Prod

ucer

sR

epos

itory

Customer Web site

Resources

WhiteboardsSpreadsheets & DatabasesDisks and File Folders

Configuration Mgr•Manage CI relationship information

•Enterprise-wide control•Drive IT business value

Change Manager• Informed change decisions

•Manage volume•Manage complexities

Service Level Mgr•Ensure satisfactory service levels

•Help drive IT value

Service Desk•Fast incident resolution•Root cause forensics•Change priority recommendations

Resources

StorageCluster

SecurityPolicies

CRM

CoBIT Controls

Payroll

Employee Expenses

SecurityPolicies

Legal

ERPSystem

SecurityPolicies

Marketing

Engineering

Executive Planning

Mail Servers

Asset

CA Solution – CA CMDB Single Source of TruthCA Solution – CA CMDB Single Source of TruthC

onsu

mer

s Service Desk Analyst Configuration Mgr Change Mgr Compliance Mgr Other IT Mgrs

CA CommonAsset Viewer

CA CMDBVisualizer

CA CMDBManager

CA CMDBCA CMDBSingle Source of TruthSingle Source of Truth

Reconciliation

Federation Automated Relationship Mapping

• Unicenter Asset Management• Unicenter Portfolio Asset Management• Unicenter Network & Sys. Management• Unicenter Service Desk

CA MDB 3rd Party

Discovery: MS SMS &

Other Sources

3rd Party

Repositories:MS Excel &

Others

Infrastructure and Applications

Rep

osito

ryPr

oduc

ers

GraphicalGraphical Visualisation Visualisation


CA Brings It All TogetherCA Brings It All Together

• As per ITIL, CA helps unify the people, process and technology in the common pursuit of IT service excellence.

• By standardizing and automating the full range of IT service management processes, CA enables ITIL based service support processes to be completely optimized, allowing the lowest cost delivery of consistently superior service.

• CA brings to the market the most comprehensive and integrated ITIL process automation. To deliver this value quickly and assuredly, CA provides a rich set of ITIL education and implementation best practices, both directly and through world renowned ITIL partners.


Process TechnologyPeople

UNICENTER SERVICE DESK FEATURES


Totally Web basedTotally Web based

– Totally Web based including Administration

Keeps End Users Up and ProductiveKeeps End Users Up and Productive

• User friendly screens• Variety of ways to log an incident

– Web based service desk– By email– Fax server– Telephone

• Centralized Logging and Tracking of Calls

Service Desk End-User View for self-service

Keeps End Users Up and ProductiveKeeps End Users Up and Productive

• Reduce costs through self-service– Self-help with knowledge

search capabilities– Announcements– Reduce number of calls– save analysts time and and let them focus on the critical incidents– Automate problem resolution

Service Desk End-User View for self-service

CA Service deskCA Service desk• Complete out-of-the-box

functionality – ITIL best practice processes

• Incident Management• Problem Management• Change Management

– Fully integrated CMDB– Fully integrated Knowledge

Management– Auto-assignment of

analysts– Notifications and

escalations ensure SLA commitments


Service Desk Analyst View of Assigned Incident and Problem

Unicenter Service Desk r11Unicenter Service Desk r11• LDAP/Active Directory integration

– Imports groups/security permissions from LDAP• Personalized Responses

– Analysts can create scripted responses to use for common activities to reduce manual typing of repetitive messages


Integrates With Other CA SolutionsIntegrates With Other CA Solutions

Extends the Reach Through Extends the Reach Through CA Integration PlatformCA Integration Platform

Common Asset Viewer

CMDB

UnicenterService

Desk

UnicenterAsset Portfolio

Management

Unicenter Asset Management

Unicenter Software Delivery

Unicenter Remote Control

SLA ManagementSLA Management

• SLAs from all attributes (end user, asset, priority, organization, category) are aggregated on a ticket to provide a single, sequential, list of action to enforce all SLA policies.

• Aimed for customers who are outsourcers or employ complex SLA processes

• SLA Based on– Request/Incident Area– Priority– Configuration Item/Asset– Organization– Contact Record

New SLA Model - RuntimeNew SLA Model - Runtime

Ticket

Service Type (attached_sla)

SLA event SLA event SLA event



SLA eventSLA event SLA event

Service Entitlement AdvantagesService Entitlement Advantages

• Assign different SLAs to asset, priority and category for each customer base (organization)

• Multiple SLA tracking (e.g. hardware group can fail to fix printer (Asset) in time, but it won’t violate call center’s own SLA (priority))

• Time to Violation projections• Supports both Internal SLAs and external SLAs with vendors. Ex

support contract with h/w vendor, time to violation projections and alarms

Unicenter Service Desk r11Unicenter Service Desk r11Workflow DesignerWorkflow Designer

CA WorkflowCA Workflow

• CA Workflow is the new common workflow engine for CA Products

• Integrates with Change Orders out of the box• Ability to still use Service Desk 6.0 workflow for backward

compatibility• Non-linear workflow with decision based branching and the

ability to perform parallel processing• Graphical design utility with drag and drop functionality Easily customizable form editor for displaying task and

approval forms via the web

CA SERVICE DESK REPORTING SOLUTIONS

Unicenter Service Desk DashboardUnicenter Service Desk Dashboard


The Unicenter Service Desk Dashboard provides managers a real-time view of the Incident and Problem Management processes

Unicenter Service Desk DashboardUnicenter Service Desk DashboardKPI Views, setting thresholds-alarms, send email. Tailor made reports, drill down to service desk level


Targeted Reporting SolutionsTargeted Reporting Solutions

Report Requirements– Field Technician– Team Lead– Service Desk Manager– Service (SLA) Manager– Problem Manager– IT Manager / Director– Customer Reports


Report Solutions– Menu Reports– Scoreboard & Graphics– ITIL Reports:

• MS Access (75+)• Crystal

– Unicenter Dashboard

Targeted Reporting SolutionsTargeted Reporting Solutions

Real-Time

Offline

Summary

Detailed

SLAManager

Service DeskReport

Scoreboard

Dashboard

MS Access/ Crystal

Dashboard

Service Management - Incident LifecycleService Management - Incident Lifecycle

User SelfService Incident

AutomaticallyRouted

KnownProblemFound

CMDBIndicates

Cause RemoteControl

Confirms RFCCreated Fix

Released

DNARestored

RFCClosed

KP-DBUpdatedProblem

ClosedEnd UserNotifiedIncident

Resolved

Benefit - Integration

REFERENCES

Emirates Computers – Selected Service Desk Emirates Computers – Selected Service Desk ReferencesReferences

THANK YOU

Ca service-desk-presentation

Technology

desk hr dept

desk development

operations

productivekeeps

end users

term cost

desk analysts

desk corporate