Page 1 IT Service Management Transformation High-Level Roadmap with AlarmPoint BMC Atrium & Remedy ITSM Workflow RELEASE 1 TimeLine Foundation Data Notification / Email Ticketing ITSM Data & System Integration Automated & Transfer Ticketing 03/25/2010 RELEASE 2 07/15/2010 RELEASE 3 11/15/2010 RELEASE 4 03/10/2011 CI & Asset Discovery Distributed Server Option (DSO) Ticketing Asset Management Change Management EIMS eAuth OIP BridgeTrack Alarm Point eMail Engine EATS TelTrac Tracker HP Openview CMS SDE SCOM / MOM Big Fix DSO – Incidents DSO – CIs / Assets USDA Legacy System Decommission EAMS NCAP Merlin - Magic -SDE SMS SIMS Paging NTIA DSO – Changes Remedy ITSM Service Desk BMC Atrium - Remedy Service Level Management Remedy ITSM Asset Management Remedy ITSM Change Mgmt Remedy ITSM Knowledge Management SLM Targets Pt1 Incident Management Asset Mgt. Pt 1 - Purchasing SLM Targets Pt3 SLM Targets Pt2 BMC Atrium - Core & CMDB Problem Mgt Pt 1 Knowledge Management Remedy Service Request Management (SRM) Pt 1 - End User Request Pt 2 – Internal Staff Request BO Analytics Universe BMC Atrium - Analytics and Reporting OOTB Crystal Reports BMC Atrium - Dashboards Dashboard Pods CMDB Pt 1 – All Catalogs CHM Pt 1 – Std Changes / No CCB CMDB Pt 2 – Legacy Data CHM Pt 2 – CIs Attached Asset Mgt. Pt 2 - Contracts Pt 3 - Non-IT Request SLM Targets Pt4 CHM Pt 3 – CIs Attached Problem Mgt Pt 2 CMDB Pt 3 – Legacy Data Pt 4 – Self Service Knowledge CMDB Pt 4 – Service Models CA Unicenter eBonding Solar Winds LMS RELEASE 0 10/30/2009 AlarmPoint Data & System Integration HP Openview SCOM / MOM ITSM System Integrated Data Synchronization Environment Available Blackberry / Mobile Gateway DEV / Proof of Concept Certification / Production Load from ITSM Foundation Data Data Synch with ITSM Automated Ticketing Glossary on page 2.
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Page 1
IT Service Management Transformation High-Level Roadmap with AlarmPoint
BMC Atrium & Remedy ITSM Workflow
RELEASE 1TimeLine
Foundation Data
Notification / Email Ticketing
ITSM Data & System Integration
Automated & Transfer Ticketing
03/25/2010RELEASE 2
07/15/2010RELEASE 3
11/15/2010RELEASE 4
03/10/2011
CI & Asset Discovery
Distributed Server Option (DSO)
Ticketing
Asset Management
Change Management
EIMS eAuthOIP
BridgeTrack
Alarm Point
eMail Engine
EATS TelTrac
Tracker
HP Openview
CMS
SDE
SCOM / MOM
Big Fix
DSO – Incidents DSO – CIs / Assets
USDA Legacy System Decommission
EAMSNCAP
Merlin - Magic -SDE
SMS
SIMS
Paging
NTIA
DSO – Changes
Remedy ITSM Service Desk
BMC Atrium - Remedy Service Level Management
Remedy ITSM Asset Management
Remedy ITSM Change MgmtRemedy ITSM Knowledge Management
SLM Targets Pt1
Incident Management
Asset Mgt. Pt 1 - Purchasing
SLM Targets Pt3SLM Targets Pt2
BMC Atrium - Core & CMDB
Problem Mgt Pt 1
Knowledge Management
Remedy Service Request Management (SRM) Pt 1 - End User Request Pt 2 – Internal Staff Request
BO Analytics UniverseBMC Atrium - Analytics and Reporting OOTB Crystal Reports
BMC Atrium - Dashboards Dashboard Pods
CMDB Pt 1 – All Catalogs
CHM Pt 1 – Std Changes / No CCB
CMDB Pt 2 – Legacy Data
CHM Pt 2 – CIs Attached
Asset Mgt. Pt 2 - Contracts
Pt 3 - Non-IT Request
SLM Targets Pt4
CHM Pt 3 – CIs Attached
Problem Mgt Pt 2
CMDB Pt 3 – Legacy Data
Pt 4 – Self Service Knowledge
CMDB Pt 4 – Service Models
CA Unicenter
eBondingSolar Winds
LMS
RELEASE 0
10/30/2009AlarmPoint Data & System Integration
HP Openview SCOM / MOMITSMSystem Integrated
Data Synchronization
Environment Available
Blackberry / Mobile Gateway
DEV / Proof of Concept Certification / Production
Load from ITSM Foundation Data Data Synch with ITSM Automated Ticketing
Glossary on page 2.
Glossaryfor
IT Service Management Transformation High-Level Roadmap with AlarmPointBMC
AlarmPoint Data & System Integration
Phrase MeaningDEV/Proof of Concept Development environment used to initially configure the
toolsetITSM Information Technology Services ManagementSCOM/MOM System Center Operations Manager/Microsoft Operations
ManagerFoundation Data Core data that drives all configurations in the ITSM product
BMC Atrium & Remedy ITSM Workflow
Phrase MeaningAtrium Base underlying product the Remedy upon which the
application operatesRemedy The actual name of the BMC toolsetSRM Service Request ManagementCMDB Configuration Management DatabaseCCB Change Control BoardCls Attached Configuration ItemsSLM Targets Service Level Management TargetsOOTB Crystal Reports Out-Of-The-Box
ITSM Data & System Integration
Phrase MeaningCI Configuration ItemSDE Service Desk ExpressEIMS Enterprise Information Management SystemOIP Office Information ProfileeAuth Enterprise AuthenticationCA Unicenter Computer Associates Unicenter
USDA Legacy System Decommission
Phrase MeaningMerlin-Magic-SDE Current incident tracking systemNCAP Network Connection Architecture and PerformanceEAMS Enterprise Asset Management SystemEATS Equiment Acquisition Tracking SystemLMS License Management SystemTelTrak ITS Telecommunications Tracking SystemTracker Configuration Management toolsetCMS Change Management System
For more information about ITSM, contact: [email protected]
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