PCTY 2012, SmartCloud Control Desk v. Mikkel Koenig

IBM SmartCloud Control Desk

© 2012 IBM Corporation

Optimizing the World’s Infrastructure

Copenhagen, 22-05-2012

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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 environmentPlanning 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

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Introducing IBM SmartCloud Control DeskA 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 Desk

UsersMobile

workersIT Staff

Applications for Different DisciplinesApplications for Different Disciplines

Role-Based, Adaptive User Interfaces & DashboardsRole-Based, Adaptive User Interfaces & Dashboards

Asset

Roles, Organization, Sites, Changes, Incidents, …

Asset & Configuration Mgmt DatabaseCI Automation

Configuration Management

Change Management

Release Management

IT Asset Management

License Management

Procurement Management

Service Catalog & Request Mgmt

Incident Management

Problem Management

Common Runtime & ServicesWorkflow, Notification, Escalation, Security

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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

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IBM SmartCloud Control Desk Product Evolution

Current product model oriented by siloed business process and user type

IBM SmartCloud Control Desk

TAMIT TSRM CCMDB

TAMIT – Service Provider

TSRM – Service Provider

CCMDB – Service Provider

IT Asset Management •IT Asset Lifecycle Management•Procurement and Contracts•Software and License Management•Service Request and IT Asset Management integration

Change and Configuration Management •Change, Release, Deployment management•Service Asset & Configuration Management•Unified Asset, Change & Configuration Management

Service Request Management •Service Request Fulfillment, Incident, Problem and Knowledge Management•Service Request and IT Asset Management integration•Incident and Configuration Management integration

Service Catalog

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Brings together 10 ITIL processes into one solution

ServiceCatalog Mgmt

Incident Management

Problem Management

Change Management

Release Management

Service Asset and

Configuration Management

Restore normal service operation as quickly as possible and minimize the adverse effects on business operations

Resolve the root causes of incidents to minimize impact on enterprise and prevent recurrence

Ensure that standardized methods and procedures are used for efficient handling of all changes

Verifies the availability of licensed, tested, and version-certified software and hardware, which functions as intended when introduced

into existing infrastructure

Inventory, financial, and contractual functions to support life cycle management and strategic decision making for the IT environment. Management and traceability of every aspect of a configuration from beginning to end

IBM SmartCloud Control Desk

License Management

Procurement Management

Auditable, reportable lifecycle of various license types and terms.

Creation, routing and management of requests, purchase orders, contracts and terms and conditions

Quicker Time to ValueMultiple Delivery ModelsSimplified Pricing ModelLower Cost of Ownership

Single ProductSingle InstallSingle Maintenance StreamSimplified License Model

Knowledge Management

Gather, analyze, store and share knowledge and information within the organization.

Manage a customized, searchable list of all Services (internal or external) available to Customers. It includes information about deliverables, prices, contact points, ordering and request Processes

Request Fulfillment

Handle requests from a User for information, or advice, or for a Standard Change or for Access to an IT Service

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Capabilities built on a common platform

Features Benefits

Common user interface Improved efficiency due to all processes sharing a common user interface

Runbook Automation

Helps automate and improve resolution of incidents through an integrated runbook capability that spans all functional areas, with the power and flexibility to effect change throughout the complete process

Custom Workflows

Easy-to-use Workflow Builder includes Application Designer, Database Configuration, Escalations, Notifications, and Email Listener

Reduce errors by setting up ITIL v3 aligned process workflows

Common, versatile Reporting engine

Report tooling includes canned reports, Key Performance Indicators displayed on a dashboard, Ad Hoc Query functionality and a query wizard allowing users to define and schedule their own reports

Compliance support Irrefutable auditability and accountability through eSignature and eAudit

Integration Framework

Seamless integration of ITIL-based frameworks, including support for Web Services, JMS, HTTP(S), Database Files (XML or Flat), LDAP, Launch in Context, Event or Batch/Bulk Processing, Email and Workflow connectivity

Global deployment support

Supports multiple languages & currencies to allow connection of disparate sites and organizations

Service Provider support Multi-Customer enablement or Service Provider support allows management of multiple customers in single instance deployment

Key SCCD 7.5 features

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Key 7.5 features: Navigation enhancements:Left hand navigation

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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

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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 Maximo application

Allows customers to make changes very quickly to a series of records. Formerly had to perform this task “record by record” (i.e. bulk change to asset records)

May be enabled for any Maximo application

Customers may selectively make these tool bar buttons 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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Key 7.5 Features: Application Level Import/Export

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Key 7.5 Features: Asynchronous validation and typeahead

Field_tabbing.swf

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Service Request Fulfillment, Incident, Problem and Knowledge Management

Minimize service disruptions through an efficient Service Desk that handles service requests, problems and incidents.

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Feature Benefits Prioritized Incident Response

Make most critical services available first by prioritizing incidents based on business service impact

Built-in searchable solutions knowledge base

Shorten time to resolve incidents through access to solutions for specific service requests

Embedded remote diagnostics capability

Enable service desk agents to remotely take over workstations for problem resolution

Ticket Templates Saves labor and reduces errors by pre-populating work order fields with service request information

Auto pre-population and classification of tickets

Save time by pre-populating tickets through integration with Computer Telephony software from Genesys and Cisco

Auto classification of tickets Quickly identify and classify ticket type based on keywords and detail fields of the ticket

Chat Capability Enable service desk agents to communicate through Lotus Sametime, MS Office Communicator, Google Talk, Jabber for efficient and quicker request fulfillment

Email Listener Efficiently processes inbound emails into service requests

Third-party tool integration Provides capability to synchronize tickets through bi-directional integration with BMC Remedy, HP Service Center

Mobile Support Service Requests can be created, viewed, approved from Blackberry, iOS, Android

Service Request Fulfillment, Incident, Problem and Knowledge Management

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Easier and simpler for IT Staff to create SR and Incidents

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Simplified Service Request application – BEFORE

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Simplified Service Request application – AFTER

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Simplified Incident Application

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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

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Service Catalog Benefits

Feature Benefits

Publish a searchable list of available services

Improve service levels and employee productivity by providing a list of services available to them; Help shorten time to find services by allowing a search of catalog for available services

Associate cost information to services

Allows users of services to understand cost and manage consumption of services

Service Entitlement Service catalog entries can be provided based on a group or business unit

Service Definition Templates

Lower cost and time taken for catalog development through templates available for common service items

Job Plan Templates Lowers costs by improving re-use of informationevery time you create a work order for similar work

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Improvements on the “Self Service Center” for End Users

Pop-up dialog showing asset information

“Show All My Assets”

New “My Assets” pod

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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

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Support for Tables in an Offering

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Support for Creating Work Orders and Change

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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

– Improve time taken to render Offering Dialogs Support of JavaScript for form validation

– Possible because of JavaScript support in Tpae 7.5

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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

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IT Asset, Procurement and License Management

Feature Benefits

Up-to-date, proactively managed authorized repository of assets

Gain deep visibility across the enterprise into assets owned, where they are located, maintenance details, corporate compliance Track and control all hardware assets installations, moves, additions and changes (IMAC) Manage a complete view of software entitlements across the enterprise

Accurate inventory of deployed software

Automated license tracking to meet compliance requirements Reduce time, cost and risk associated with compliance audits

Asset Reports

Reduce unnecessary acquisition costs by identifying inactive assets or redeploying underutilized assets Use contract and entitlement information to improve negotiation leverage with vendors Control costs related to over-licensing

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IT Asset Management is critical to the Business

“Enterprises that begin an IT asset management program experience up to a 30% reduction in costs the first year... and continue savings of 5-10% for the next 5 years” – Gartner

What do I have?

Where is it? Taking Control of

your IT Assets helps:

Who is using it?

How is it configured

?

How is it used?

Am I compliant?

What value does it

provide the business?

What does it cost?

Control cost

Mitigate compliance risk

Deliver quality service levels

Align IT with the business

Organizational efficiency

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IT Asset Management Capabilities

Asset Management• Software Asset Management• Hardware Asset tracking • Installs, moves, adds, changes • Reconciliation/Audit• Extend beyond IT

(data center facilities, power, etc.)

Procurement• Procure based on standards• Create and route purchase orders• Use catalogs• Integrate with ERP systems

Work Management

• Work planning and scheduling• Skills, labor, and inventory management• Service plans and cost management

Service Management• Support service desk with asset

configuration data• Service Impact Management

Contract Management• Contract Terms & Conditions• Notifications• Software Contracts

License Management• Full Lifecycle support• Multiple License types supported• Audit Ready Reports

Financial Management• Purchase/Lease Cost Tracking• Work/Service Cost Tracking• Usage Accounting • Total Cost of Ownership IT Asset

Management

Easy Configuration• UI, dashboards, KPIs, reports• Process workflows with alerts &

escalations • New applications

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Service Request Mgmt and IT Asset Management integration

When the Service Desk has access to asset detail including contract and procurement information: Service request handling is streamlined Incident & problem resolution is expedited Service levels & customer satisfaction

improve

Service Desk data provides IT Asset Management with: Information on frequency and nature of

issues with IT assets Ability to increase efficiency and cost

effectiveness

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New in IT Asset Management

New ‘Licenses’ Application– Create and manage entitled licenses– Manage how license is internally allocated– Generate PR/PO and Costs

New ‘Software Catalog’ Application– Integrates with Software Knowledge Base

Toolkit or can be populated by discovery – Provide a distinct list of Software Products – Ability to create Items used in procurement

applications – Ability to set aliases on products, including

those discovered by Tivoli or third party tools

New ‘Deployed Software’ Application:– Lists all software instances which have been

discovered– Provides details of individual installed software

instance

New Self Service Application– Provides End Users with a view of all Assets

they are assigned to and their designated role and allows them to validate the information and initiate an effort to address any discrepancies

Other enhancements– Added License to existing procurement cycle– Enhanced Technology Refresh and End-of-

Life functionality in Asset– Promotion of Deployed Assets to Authorized

Assets (with default values)– Software Contract Enhancements– Discovered/Authorized Support for Virtual

Machines– Software Knowledge Base Toolkit Integration– Reconciliation usability Enhancements– New/Updated Integration Adapters– New License Management Reports

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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

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Change, Release and Deployment, Service Asset and Configuration Management

Feature Benefits

Calendaring capability Schedule changes to minimize impact - change windows, resource scheduling can help identify exposures to planned changes, thus protecting critical business services

Blackout period identification

Blackout periods identify critical business periods when outages would be expensive. 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 enforcement

Track and record changes across the organization Manage desired states of CIs, application and service configurations to validate compliance with internal and external policies

Business Impact Analysis

Complete technical and Business impact analysis capabilities 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

CI Auditing and remediation

Immediately remediate an audit variance by - updating an Authorized CI to reflect the Actual value - creating a Change or Service Request - 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.

Deployment of approved images

Save on support costs by deploying approved images from the Definitive Media Library Supports a number of media libraries; Also integrates with IBM Rational Asset Manager

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Change Scheduling – Subject to multiple constraints

Change WindowsBlack out periodsChange Implementation Schedule

Automated Change Scheduling - Tasks, People, CI windowsSchedule Conflict Detection

Schedule Visualization

Resource Constraints

Chart

Predecessor constraint indicator

View entire Change and individual tasks

for that Change

Agents / ManagersWith Role-based UIs(e.g. Incident Analyst,

Change Manager)

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Change Management – Business Impact Analysis

1) Automated, Rule-based Impact

Analysis Capability

2) Human can override based on historical data

4) Dynamic Approval & Notification

Based on Impact Assessment

Results

3) Impacted CIs inCCMDB Topology View

Agents / ManagersWith Role-based UIs(e.g. Incident Analyst,

Change Manager)

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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.

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New Calendar

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

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Simplified Change Application

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Unified Asset , Change & Configuration Management

AssetAsset Link

Automatically link an asset to a CI, and vice versa,

– when the asset and CI get created separately.

AssetAsset CICICreate

Create

Easily create a CI from an asset – To start with Asset Mgmt and then use

Configuration Mgmt later

Easily create an asset from a CI– To start with Configuration Mgmt and then use

Asset Mgmt later

AssetAsset Update

Update

Automatically update an asset when a CI gets updated and vice versa

– Only update one when there is the same data that exists on both an asset and CI.

Enables automated updates of related assets and CI data. This helps

– keep asset information accurate

– drive down cost of ownership

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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.

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Swim Lane views to make CI topologies easier to understand

Configurable LanesConfigurable Colors / laneConfigurable Grouping of Classifications / lane

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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

Advantages of moving to the IBM SmartCloud Control Desk

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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!

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Delivery Models

IBM SmartCloud Control Desk

Traditional LicenseOn-premise install

Software as a Service (SaaS)

IBM Cloud

Software-as-a-

service

• Reduced Capital Expense• Quick Time to Value

IBM owns and runs entire product infrastructure Users log in remotely to IBM systems to utilize the software

• Highly Scalable• Highly Customizable

Allows total control over product, environment, operating system, middleware and database.Provides most flexible, customized solution

SpeedSpeed CustomizationCustomization

Traditional LicenseVM image Install

• Quick Deployment• Quick Time to Value• Private Cloud

Provides an out-of-the-box virtual machine that can be installed in 30 minutes. Tested for production use in private cloud and perfect for dev/test environments

Private cloud

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SmartCloud Control Desk 7.5Editions and licensed applications

EditionDisciplines / applications

Entry Edition

StandardEdition

Internal Service Provider Add-on

(External) Service 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 for internal customers

(with add-on)

Chargeback and service accounting for external customers

(with add-on)

Questions?

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Acknowledgements, disclaimers and trademarks

© Copyright IBM Corporation 2012. All rights reserved.

The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software.

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