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Whats New in BMC Remedy ITSM 7'0 Overview Presentation

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Title: Whats New in BMC Remedy ITSM 7'0 Overview Presentation


1
Whats New in BMC Remedy ITSM 7.0 Overview
Presentation
  • Bryan Cunningham
  • Account Executive
  • generationE Technologies
  • 209-559-0397
  • bryan.cunningham_at_generationetech.com
  • www.generationetech.com

2
Agenda
  • Introduction
  • Whats New
  • Demo
  • Questions

3
Contents
  • ITSM 7.0 Goals Objectives
  • High Level Overview of 7.0
  • Detailed Overviews
  • CMDB
  • Service Desk
  • Change Configuration Management
  • Service Level Management
  • Asset Management

4
ITSM 7.0 Goals ObjectivesClosing the loop
between IT and Business
Service Management provides the most common
interfaces between IT and the Business
5
ITSM 7.0 Goals ObjectivesClosing the Loop in
IT Service Management
  • Simplify foundation for BSM integration across IT
    functional and technical silos
  • Manage incidents, root causes and change risk
    better through service desk and impact
    integration
  • Improve stability and responsiveness with
    integrated change process and configuration
    execution
  • Increase total quality of service by unifying
    management of service levels across
    infrastructure and support
  • Determine business service relevance of
    incidents, changes and events by further
    automating service model creation and impact
    analysis

6
ITSM v7.0 Goals ObjectivesAccelerating
Maturity in Business Service Management
Higher Maturity BSM Destinations Deliver Even
Greater Value
Enabling faster routes to BSM destinations
through enhanced ITIL process workflows and
integrations
  • Proactive Incident and Problem Management
  • Reduce service disruptions with early detection,
    prioritization and root cause of infrastructure
    incidents
  • Unified Service Level Management
  • Improve whole business service delivery managing
    SLAs combining technology and service support
  • Data Center Optimization
  • Reduce operational and capital costs by planning
    and automating closed-loop server configuration
    to enable more consolidation and virtualization
    projects
  • Closed Loop Client Management
  • Reduce desktop configuration and compliance costs
    by automating change authorization, provisioning
    and verification according to user roles and
    corporate policies

7
Key ThemesAcross ITSM
  • Richer out-of-the-box ITIL workflows for faster
    implementation of best practices
  • Tighter BSM integration for more efficient,
    high-value closed-loop processes
  • Architectural and usability improvements to
    enhance productivity and enterprise readiness

8
Key ThemesApplications
  • BMC Remedy Service Desk
  • Tighter ITIL alignment
  • Rich problem management workflow
  • Integration for Proactive Incident and Problem
    Management
  • BMC Remedy Change Management
  • Change planning
  • Change efficiency
  • Integration for Closed-Loop Client Management
  • BMC Remedy Asset Management
  • More efficient software license management
  • Integration for Closed-Loop Client Management
  • BMC Service Level Management
  • Unifies support and infrastructure SLA
    definition, monitoring, action
  • Calculate penalties and reward
  • Integration with infrastructure monitoring

9
Whats New in ITSM 7.0High Level Overview
CMDB Service Desk Change Config Mgmt Service
Level Management Asset Management Back to Contents
10
New Product Names
11
ITSM 7.0 Suite - Changes for all Applications
12
BMC Atrium CMDB 2.0
  • What are the biggest features in CMDB 2.0?
  • NEW!! CMDB User Interface, including graphical
    CI Relationship Viewer
  • Updated Management and Analytic Tools
  • Enhanced Federation functionality
  • Improved Common Data Model and Data Model
    Extension Packs
  • Updated Reconciliation Tools
  • Improved Configuration Management Capabilities
  • BMC Atrium CMDB Enterprise Manager

Skip to Detailed Overviews CMDB Service
Desk Change Config Mgmt Service Level
Management Asset Management
13
BMC Atrium CMDB 2.0
  • Most pragmatic and scalable approach
  • Core CI data stored in CMDB with links to
    frequently-changing data in other repositories
  • Business service context through visual
    understanding and navigation of CI relationships
    and dependencies
  • Greater control over configurations
  • Business rule-driven compare between discovered
    and production data sets
  • Greater awareness of changes made to CIs through
    advanced versioning and audit capabilities
  • Grater consistency within BMC Atrium CMDB for
    software instances discovered through multiple
    discovery tools
  • Product Dictionary

Skip to Detailed Overviews CMDB Service
Desk Change Config Mgmt Service Level
Management Asset Management
14
BMC Remedy Service Desk 7.0
  • Multi-Tenancy
  • Leverage same support personnel, applications,
    and knowledge base to service multiple customers
    or business units within an enterprise
  • Improved ITIL Support
  • New capabilities to better support Incident,
    Problem, and Service Level Management
  • New consoles for Requestor (Self Service),
    Incident (assisted service), and problem (root
    cause analysis)
  • Service Support Cost Tracking
  • Assess cost per incident
  • Intelligent Ticketing (with SIM 7.0)
  • Utilizes service model to prioritize incidents
    based on service impact, cost, and schedule
  • Process Flow Visualization
  • Integration with Remedy Knowledge Management

15
7.0 Incident Console
  • Incident console
  • Web-based interface for analyst interaction
  • Broadcasts
  • Communication of known errors and outages
  • Standard incident templates
  • Simple submission of common incidents
  • Access root cause known error
  • End user access to known error workarounds

16
Problem Management In the Service Desk
  • BMC Remedy Problem Management
  • A KEY part of the Service Desk - encompasses
    problem investigations, error control, and
    knowledge solutions.
  • Proactively prevent the occurrence of incidents,
    errors, and additional problems.
  • Root Cause Detection of incidents.
  • Initiates actions that help to improve or correct
    the situation, preventing the incident from
    recurring.
  • Resulting in a known error or knowledge.
  • A known error is a problem that has been
    successfully diagnosed and for which a temporary
    workaround or permanent solution has been
    identified.
  • The Knowledge Database is a central repository of
    solutions that can be accessed from within the
    solution to bring quick resolution to an
    outstanding issue.

17
Problem Console
  • New problem management processes
  • Select specific incidents, common incidents,
    review incidents over time
  • Content management
  • Known error records

18
BMC Remedy Change Management 7.0
  • Change Planning
  • Change Calendar
  • Risk Assessment
  • CI Viewer
  • Availability/Unavailability
  • Multi-Stage Approvals
  • Change Efficiency
  • Consoles
  • Templates
  • Process Flow Visualization
  • Task Management Viewer
  • DSL
  • Change Productivity
  • Change Dashboard
  • Closed Loop Verification

Skip to Detailed Overviews CMDB Service
Desk Change Config Mgmt Service Level
Management Asset Management
19
BMC Configuration Management 7.0
  • General Capabilities
  • Integration with DSL software distribution
  • Double-byte support, localizations for Japanese,
    French, German, and Simplified Chinese
  • Multi Tenant Reporting
  • Datacenter Capabilities
  • Red Hat Enterprise Patch Management Capabilities
  • AIX Patch Management
  • Updated Task based deployments
  • Desktop/Client Management Capabilities
  • Improved Configuration policy compliance
  • User settings migration
  • Microsoft Mobile 5.0

Skip to Detailed Overviews CMDB Service
Desk Change Config Mgmt Service Level
Management Asset Management
20
BMC Service Level Management 7.0
  • Set service levels on business processes that
    cross multiple IT silos
  • Role-based service level management performance
    results across service support and IT operations
  • Connect SLAs with CMDB
  • Define service level targets on configuration
    items
  • Calculates the monetary penalties (and rewards)
    for SLAs that are out of compliance (or exceeded)
  • Leverage the breadth of BMC data sources IT
    organizations already have in place

Skip to Detailed Overviews CMDB Service
Desk Change Config Mgmt Service Level
Management Asset Management
21
BMC Remedy Asset Management 7.0
  • Reduce software license overspending and
    non-compliance risks
  • Software License Management
  • Business-centric metrics and visualization
  • Executives and daily users gain greater insight
    into the performance and business value of their
    asset management program and IT environment
  • Accurate, holistic view of asset total cost of
    ownership
  • Effective vendor negotiations, server
    consolidation decisions, IT budgeting and
    capacity planning

Skip to Detailed Overviews CMDB Service
Desk Change Config Mgmt Service Level
Management Asset Management
22
Detailed Application Overviews
CMDB Service Desk Change Config Mgmt Service
Level Management Asset Management Back to Contents
23
CMDB 2.0Detailed Overview
CMDB Service Desk Change Config Mgmt Service
Level Management Asset Management Back to Contents
24
BMC Atrium CMDB 2.0The BIGGEST news
  • What are the biggest features in CMDB 2.0?
  • NEW!! CMDB User Interface, including graphical
    CI Relationship Viewer
  • Updated Management and Analytic Tools
  • Enhanced Federation functionality
  • Improved Common Data Model and Data Model
    Extension Packs
  • Updated Reconciliation Tools
  • Improved Configuration Management Capabilities
  • BMC Atrium CMDB Enterprise Manager

25
BMC Atrium CMDB Improve Business-IT Alignment
BMC Shared views of technology-business
relationships
Process, technology, and data silos
Prevents collaboration using common information
about how technology supports the business
Brings IT processes and technology management
together
  • Now More accurate, pervasive and business-aware
    views of how technology supports the business
  • Bring more silos of data into BSM view
  • Bring more business context to more IT specialties

26
Examples How BMC Atrium Enables Business Value
Through Solutions
  • Prevent self-inflicted service disruptions and
    speed time to change by exposing complex
    infrastructure and service dependencies when
    planning and implementing change
  • Minimize and quickly resolve business service
    disruptions by providing a consolidated view of
    data needed to prioritize incidents and determine
    root cause, regardless of where the data is
    stored or how it is accessed

27
BMC Atrium CMDB 2.0 Overview
Management Console
Analytics
CI Browser
CI Viewer
BMC Atrium CMDB
Drift Tracking
Status Accounting
BMC Discovery
Business Process Data
People Data
Infrastructure Data
Relationships
Relationships
Mainframes
Batch Processes
SOA
28
BMC Atrium CMDB 2.0 CI BrowserQuickly Search for
CIs
  • CI Browser - Graphical browser to quickly search
    and gain access to business service and
    configuration data
  • Standard search interface into CMDB data
  • Can be used by any IT application or tool for
    finding CI data

29
BMC Atrium CMDB 2.0 CI Relationship
ViewerUnderstand CI Dependencies
  • CI Relationship Viewer - Graphical view into the
    interrelationships and dependencies between
    configurations, business services, and users
  • Understand dependencies quick link to federated
    data
  • Leveraged by both BMC and non BMC applications
  • Ability to Launch other programs in context
  • Ability to view attribute details
  • Ability to view federated data

30
BMC Atrium CMDB Management Console
  • CMDB Management Console - Provides a single,
    intuitive interface for managing
  • Reconciliation rules, jobs, and schedules
  • Common data model extensions, building new
    relationships, etc
  • Federation, provider registry, and launch in
    context capabilities

31
BMC Analytics for CMDB and Asset Management
  • Analytics capabilities provide point and click
    analysis and reporting for greater insight into
    business service configurations
  • Ad-hoc reporting and analysis of CMDB and Asset
    data
  • Understand why something is happening, rather
    than what is happening
  • Easy to create maintain Reports
  • Changes to data schema need to be made once, and
    flow through to all reports affected by the
    change
  • Sample out of the box reports
  • Business Service Profile analysis
  • Comparison of Discovery Datasets
  • Configuration changes over time for Configuration
    Item
  • Comparison of an assets configuration against
    standard configuration

Graphical Reports
Ad hoc Query Panel
32
BMC Atrium CMDB 2.0 - Federation Management
  • Federation provides single point of CMDB
    integration to 3rd party applications
  • Configurable Provider Registry
  • Easily configure federated data sources and how
    to access them from CMDB
  • Federated Data Linking
  • CMDB provides efficient methods for linking to
    external data
  • Right click launch to federated data directly
    from CI Relationship Viewer
  • Enabled launch in context
  • Link to federated data in context of how data
    relates to specific CI

33
The Provider Registry
  • The Provider Registry is a critical element of
    efficient federation
  • Enables efficient link following in real-time
    and reduces the amount of customization required
    to connect an external data source
  • Key Capabilities
  • Defines and stores list federated data providers
  • Holds parameters and methods on how to access
    externally stored data
  • Where is the data stored?
  • How does the CMDB access that data?
  • What parameters does the CMDB need to pass to
    federated data stores?
  • Types of Federated Data
  • Instance Federation - Links two unique instances
    in a unique relationship
  • Requires the storage of specific foreign keys to
    maintain relationship.
  • Class Federation - Links a class of CIs to a
    class of information contained within an external
    data provider
  • Defines a query to performed in run time when
    data is required.
  • More efficient storage of information

34
BMC Atrium CMDB 2.0Federation Management
provides access to related data while maintaining
a practical, federated approach
Federation
Dynamically link to federated data
BMC Atrium CMDB 2.0
Product Registry - tells CMDB how to access
federated data
35
BMC Atrium CMDB 2.0 Common Data Model (CDM)
  • Extend common data model to include
  • Business processes
  • User identity and roles
  • Mainframes
  • Batch processes
  • Service oriented architectures
  • Common Data Model Extensions
  • Provides enhanced mechanisms that make it easier
    to configure/customize the CDM
  • Ease of data migration
  • Extension Packs
  • Used by specific data provider/consumer to
    extend the CDM in a controlled way
  • Used by BMC and Partner solutions

36
Common Data Model and Extensions
  • Common Data Model (CDM)
  • Defined as the set of core classes
  • CDM Extension Packs
  • Additional classes or attributes which are
    optionally installed by specific products (e.g.
    SIM, Asset Management).
  • Enables minimal configuration of classes.
  • CDM Extension Loader is a new tool/function.
  • Custom Extensions
  • Created by partners or customers to extend the CDM

37
BMC Atrium CMDB 2.0 Common Data Model
Documentation
  • New wall sized BMC Atrium CMDB CDM Poster

HTML data model documentation CMDB Concepts
Guide
38
BMC Atrium CMDB 2.0 Reconciliation Engine
  • Workflow Enabled Compare Activity
  • Manage change verification
  • Workflow to take specific actions based on
    compare results
  • Notify users
  • Create incident (unplanned change)
  • Reconciliation Sandbox
  • Supports overlay datasets
  • Controls how and when reconciled data gets moved
    into the production CMDB
  • Event driven reconciliation
  • Initiated reconciliation in ad hoc fashion via
    API
  • Reconciliation Activates
  • RE activities copy, delete, purge datasets
  • COPY, DELETE and PURGE CIs during RE jobs

39
BMC Atrium CMDB 2.0Configuration Management
Enhancements
  • Comparison of Configurations
  • Diagnostics capabilities
  • Compare different configurations against each
    other
  • Drift Tracking
  • Manage change against baseline configurations
  • Enforcement of compliance controls
  • Triggers workflow or events (send notification,
    create incident to investigate)
  • Status Accounting Auditing
  • Provides snapshots of past configurations to
    better understand deltas between historical and
    current configurations of IT assets
  • Research and track audit history of CIs

40
CMDB Sandbox and Overlay Datasets
  • Datasets partition the CI and Relationship
    instances
  • Enables versioning of CIs into various states
  • Overlay datasets
  • Overlay datasets function as a Sandbox
  • Enables modification/modeling of CIs outside of
    production dataset

Import
Production
Archive
Future (Sandbox)
41
BMC Atrium CMDB 2.0 Integration Capabilities
  • Expansion of programmatic interfaces to simplify
    external access to CMDB
  • Web Services enabled
  • Create, modify, and query CMDB
  • Reconciliation engine control added to CMDB API
  • Enterprise Integration Engine simplifies mapping
    of external data sources to CMDB
  • Common Data Model aware data
  • Provides capabilities for
  • Mapping between data sources
  • Importing/Exporting of data
  • Rules to synch data between data sources

42
CMDB-Enabled Enterprise Integration Engine (EIE)
  • Create Data mappings directly to BMC Atrium CMDB
    Common Data Model
  • EIE also handle relationships between classes
  • Extensible solution to get any external data into
    CMDB

BMC Configuration Discovery
Super View
CMDB Enabled EIE -Mapping Technology -Synchroniza
tion -Import/Export
BMC Foundation Topology Discovery
Third Party Data Source
EIE Adapters -Oracle Adapter -SQL Adapter
-Custom Adapters
Third Party Discovery
43
BMC Atrium CMDB Enterprise Manager
  • NEW CMDB standalone offering
  • Leverage CMDB to provide a unified, business
    relevant view into your existing IT applications
    and tools
  • Includes
  • BMC Atrium CMDB
  • BMC Definitive Software Library
  • BMC Enterprise Integration Engine (with Oracle
    and MS SQL adapters)

44
Service Desk 7.0Detailed Overview
CMDB Service Desk Change Config Mgmt Service
Level Management Asset Management Back to Contents
45
Product Overview Focus on Whats New
  • Improved ITIL support reduces cost of
    implementing best practices
  • Simplified end user experience reduces call
    volume
  • Improved analyst automation increases analyst
    productivity
  • Enhanced problem management improves problem
    prevention
  • With SIM/SLM
  • Receive real-time service impact information
  • Prioritize incidents according to impacts
  • Proactively notify end users

46
BMC Remedy Service Desk 7.0 Whats New
  • Multi-Tenancy
  • Leverage same support personnel, applications,
    and knowledge base to service multiple customers
    or business units within an enterprise
  • Improved ITIL Support
  • New capabilities to better support Incident,
    Problem, and Service Level Management
  • New consoles for Requestor (Self Service),
    Incident (assisted service), and problem (root
    cause analysis)
  • Service Support Cost Tracking
  • Assess cost per incident
  • Intelligent Ticketing (with SIM 7.0)
  • Utilizes service model to prioritize incidents
    based on service impact, cost, and schedule
  • Process Flow Visualization
  • Integration with Remedy Knowledge Management

47
Broadcasts as a communication source
  • Increased analyst productivity
  • Better Overall Incident Management data

48
Process Flow Visualization
  • Increased analyst productivity
  • Reduced contacts
  • Increased prevention

49
Templates - for Quick Submits
Increased analyst productivity
50
Incident Matching Quickest Path to Resolution
51
Knowledge Management - BSM
KnowledgeManagement
Network System Events
User Self-Service
Service Desk
52
Knowledge Management Service Desk
In place access to knowledge base to increase
analyst adoption
  • Search Solutions, Incidents, Problems and
    Attachments
  • Easy Rich HTML/XML authoring
  • Watch Lists
  • Notifications
  • News Flashes
  • Research Session Audit Trail

Auto suggestion of relevant solutions for higher
FCR and lower AHT
53
BMC Service Level Management Value
Built-in templates for Service desk service
targets Integrations for ITSM
Applications Plug-ins to IT infrastructure
monitoring products
Know your business commitments work towards
keeping those commitments with
Dashboard
  • Compliance miss
  • Drill down
  • Review contract
  • View agreement
  • Check service target
  • Update
  • Calculate penalties

54
BMC SIM 7.0 BMC Remedy Service Desk
  • Features
  • Uses the service model to sort symptoms from
    causes
  • Prioritizes based on service / user impact,
    downtime cost, service schedule
  • Incident created has both impact and cause
    information attached
  • Incidents can be closed automatically when a
    clearing event is detected
  • Benefits
  • Eliminates the noise of too many incidents
    created for symptoms or low priority issues
  • Problems are being worked even before users
    notice them
  • Improved Service Availability

Intelligent Incident
Service Model
Filtering / Correlation
A1
C2
C3
B3
B2
C1
D1
D2
Raw Technology Events
55
Change Configuration ManagementDetailed
Overview
CMDB Service Desk Change Config Mgmt Service
Level Management Asset Management Back to Contents
  • BMC Remedy Change Management
  • BMC Configuration Management
  • Closed Loop Change Configuration Management

56
Whats New
  • New Product Functionality
  • BMC Remedy Change Management
  • BMC Configuration Management
  • New Use of Foundation Technologies
  • DSL
  • Product Dictionary
  • Graphical UIs for CMDB Access
  • New Add-on Functionality
  • BMC Remedy Change Management Dashboards
  • New Integrations
  • Closed Loop Change Configuration Management

57
Change and Configuration Management (CCM)
  • BMCs CCM Solution helps address IT challenges
    around
  • Client/Desktop Management
  • Datacenter Optimization
  • IT Service Management (ITSM)
  • Whats the value of Closed Loop CCM ?
  • Gone are the days of swivel chair management
  • Reduce errors
  • Complete process transparency, reportingand
    compliance
  • Improved response

58
Whats New for BMC Remedy Change Management
59
Change Management 7.0
  • Change Planning
  • Change Calendar
  • Risk Assessment
  • CI Viewer
  • Availability/Unavailability
  • Multi-Stage Approvals
  • Change Efficiency
  • Consoles
  • Templates
  • Process Flow Visualization
  • Task Management Viewer
  • DSL
  • Change Productivity
  • Change Dashboard
  • Closed Loop Verification

60
Change Planning
  • Change Calendar Key Functions
  • Graphical View of Changes and Business Events
  • 1, 5 and 7 Day Views
  • Pre-Defined Filtering
  • Drill down in to Changes Requests
  • Default Settings
  • Uses AR System Plug-In technology
  • Benefits
  • Accelerate change planning and scheduling
    process
  • Results
  • Raise Visibility of potential change conflicts
    and Increase change success rate

61
Change Planning
  • New! Risk Assessment
  • Standardized questions for Change
  • Derived factors for CI Priority and Performance
    Rating
  • Change Risk report
  • Detailed Risk score output
  • Customer configurable
  • Benefits
  • Consistency of Risk process
  • Results
  • Raise Accuracy and Improve speed for risk
    assessment

Derived Factors combined with Questions to
calculate score in printable Risk Report
62
Change Planning
  • New! Change Availability Unavailability
  • Schedule Assist to locate Available Windows
  • Create Unavailability and Availability Time
    Segment Windows for
  • Changes
  • Configuration Items
  • Business Events
  • Benefits
  • Changes are planned based on business processes
  • Results
  • Quick Access to information Reduces chances of
    harmful conflicts

Schedule Assist drives Availability locater
63
Change Planning
  • Enhanced Approval Processes
  • Multi-Stage approvals
  • Fully integrated with Remedy approval server
  • Workflow based notification email, alerts,
    pages etc.
  • User configurable for ITIL or custom
  • Benefits
  • Ensure appropriate users are involved in process
  • Results
  • Increased flexibility and faster change approvals

View Approval Stage Approver List and Drive
Approvals
64
Change Efficiency
  • Updated! Predefined Change Templates and Task
    Templates
  • Individual or Linked Templates
  • New! Process Flow Visualization
  • Accelerators to drive required functions
  • Graphical view identifies where user is in the
    change process
  • Benefits
  • Enforce specific business process
  • Fewer mouse clicks and key strokes
  • Results
  • Reduction in staff training time

Select Templates with one click
Drive change status updates with one click
65
Change Efficiency
  • New! Task Management
  • Supports branching and multiple paths along with
    data and workflow exchange between tasks
  • Task templates
  • Reusable templates for standard tasks
  • Task group templates
  • Reusable templates for collections of tasks
  • Task Viewer
  • Graphical View of Tasks
  • Benefits
  • Fast and reliable execution of tasks via
    repeatable processes
  • Results
  • Improved Productivity and Reduction in errors
    with a clear understanding of business process

Navigate Table View of Tasks
Colors and Icons to indicate Status and Type of
Task
66
Change Efficiency
  • New! DSL w/ BMC added Product Dictionary
  • Mechanism for consistently identifying
    configuration items (CIs) and Software Library
    Items (SLIs)
  • Benefits
  • Standardization of Software library Items in the
    CMDB
  • Results
  • Improved communication among IT staff ensures
    integrity of the environment.

Easily navigate to specific Software Library
Items for distribution.
67
Change Productivity
  • Change Dashboard
  • Dashboard of Key Metrics
  • Operational Efficiency
  • Overall Health
  • Financial
  • Customer Data
  • Customer Configurable and Customizable
  • Benefits
  • Ensures organization is in meeting identified
    goals
  • Results
  • Organizational improvements can be driven with
    real time data

View and Filter for Multiple Metrics
68
Whats New for BMC Configuration Management
69
In 7.0, weve significantly enhanced our data
center capabilities
  • Red Hat Enterprise Linux patch management (new)
  • The only consolidated, enhanced cross-platform
    patch solution directly integrated with Red Hat
    Network
  • The only solution available certified by Red Hat
    featuring the Red Hat Powered logo
  • The ONLY solution guaranteed to maintain all Red
    Hat Enterprise Linux support agreements and
    warranties

70
In 7.0, weve significantly enhanced our data
center capabilities
  • AIX patch management (new)
  • Automated patch notifications and downloads from
    IBM
  • HP-UX patch management (coming)
  • Task-based deployments (improved)

71
Weve also invested in our client capabilities
  • Desktops, Laptops and Handhelds
  • Configuration policy compliance (improved)
  • User settings migration (new)
  • Microsoft Mobile 5.0 (new)
  • Double-byte support, localizations for Japanese,
    French, German, and Simplified Chinese (new)

72
Multi-tenant and business-aware asset reporting
  • Multi-tenant reporting
  • allow a single system to support multiple
    customers
  • limit visibility of discovery data to enforce
    various geographic/ organizational boundaries

73
Creating Closed Loop Change Configuration
Management Processes
74
Typical Open-loop Client Management
Request
Verification
Planning
Implementation
Approval
75
Whats needed to close the loop
  • An integrated and automated change process
    solution that provides a balance between lock
    down and free for all
  • This solution would need to
  • Provide flexibility in establishing deployment
    policies
  • Support ongoing software management from a
    centralized source
  • Manage the update/patch process intelligently
  • Automatically verify and report on deployment
    success
  • Offer management visibility and approval

76
The BMC DestinationClosed-loop Client
Management - Process
Compliance Reporting
77
Closed-loop integration for BMC Software CCM
  • Out of Box Initiation, Auditing and Verification
    of Change Requests
  • Best Practice Change Templates for Configuration
    Management
  • Automatic launch in context via Seamless
    Authentication
  • Data passed between applications
  • Change ID (RFC ID)
  • Task ID
  • Work Log information
  • Process Transparency
  • Automated workflowupdates BMC RemedyChange Mgmt
    with job status/verification

78
Service Level Management 7.0Detailed Overview
CMDB Service Desk Change Config Mgmt Service
Level Management Asset Management Back to Contents
79
Service Level ManagementThe Situation
  • Why organizations use SLM solutions
  • IT organizations to lower costs of IT
    operations, improve quality of service, and
    reduce business risk
  • Service providers to manage their obligations,
    to run the business
  • Difficulty showing how well the service desk and
    operations teams are providing services
  • The end user cares how well they are being
    serviced, and that service depends on
  • obtaining support from the help desk in a timely
    manner,
  • change management processes being followed
    properly and efficiently,
  • applications responding in a timely manner,
  • infrastructure running well to support the
    services, etc.

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BMC Service Level Management 7.0A Unified SLM
Offering
  • SLM 7.0 combines the functionality of Remedy
    Service Level Agreements and SLM Express into one
    unified service level management offering
  • SLM Express Focused on SLAs and SLOs related to
    things such as end user response time, service
    availability and performance of the IT
    Infrastructure
  • Remedy Service Level Agreements Focused on
    service-request and availability SLAs related to
    Incident, Problem, and Change Management
  • The resulting solution provides the full range of
    service level agreements bridging operations and
    the service desk
  • One unified SLM offering reflects the service
    levels the end user wants

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Whats the Business Value?Provide Complete
Picture of Service Performance
  • Features
  • A consolidated SLM dashboard
  • Seamless data integration with both
    infrastructure and support metrics
  • Apply maintenance and other blackout periods
  • Retroactively change outages for special
    situations
  • Benefits
  • Quickly identify problems and prioritize support
    to reduce or avoid disruptions
  • Simplifies management of SLAs
  • Consolidates data for reporting
  • Results
  • Reduce business risk by bringing attention to
    weakness in both operational and service support
    performance levels.

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Whats the Business Value?Run IT as a Business
  • Features
  • Calculate penalties and rewards
  • Goals and costs can be variable based on time of
    day and day of week
  • Calculate impact cost for missed service targets
  • Manage multiple service targets per agreement,
    thereby matching the needs of the business
  • Benefits
  • Manage service level goals and objectives based
    on a business impact
  • Focus attention on weak areas and minimize
    financial penalties
  • Results
  • Reduce costs by minimizing penalties and lost
    business
  • Reduce business risk by focusing on areas of
    importance for the business

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Whats the Business Value?Deliver High Quality
of Service and Experience
  • Features
  • View compliance and financial trends
  • Ability to trigger corrective actions and
    workflow before the business is impacted
  • Benefits
  • Identify potential problem areas before they
    disrupt business services
  • Ensure SLA compliance goals are met
  • Results
  • Improve quality of service
  • Improve customer satisfaction

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Service Level Management Modules
  • SLM Dashboard
  • Manage SLA compliance
  • View results
  • Reporting Console
  • View SLM reports
  • Definition
  • Create manage contracts, agreements, and
    service targets
  • Data Collector Processing
  • Collect metrics and events from IT infrastructure
    monitoring products
  • Monitor service support data (such as incident
    resolution time)
  • Evaluate all service targets and determine
    compliance
  • CMDB (not required)
  • Configuration data store
  • Built on the AR System
  • Requires a standard database

SLMDashboard
Definition of Contracts, Agreements, Service
Targets
ReportingConsole
Data Collector Processing
CMDB (not required)
AR System
DB
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Service Level Management ModulesData Collection
Incorporate high volume, real time metrics and
events as well as service support inputs in your
service level agreements
Integration to SIM 7.0 coming in September
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New Concepts Contracts, Agreements, Service
Targets
Known as Service Level Objective in SLM Express
or as SLA in Remedy SLA
Contract enables a customer or group to view
their SLA results only
SLAs, OLAs, and Underpinning Contracts can be
tied to one or more overarching contracts and be
used by multiple customers
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Agreements Weighted Service Targets
Low priority incidents would have a lower
weighting than Urgent priority incidents
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SLM Dashboard for Service Level IT Managers
  • Features
  • Real-time display of all service levels
  • Trends for compliance and penalties/rewards
  • Add comments
  • Benefits
  • Pinpoint weak areas and avoid disruptions
  • Results
  • Reduce business risk by bringing attention to
    weakness in both operational and service support
    performance levels

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SLM Dashboard for Customers or Line of Businesses
  • Facilitates communication between IT and the
    business.
  • Provides the line of business or customer with a
    real-time and historical view of how well IT is
    fulfilling their SLAs with the business.

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Reporting
  • Features
  • 20 pre-defined reports
  • Compliance
  • Cost
  • Service target performance
  • Benefits
  • View reports without DBA
  • Results
  • Keep track of contractual performance

See results by contract and by agreement
See results by contract and by agreement
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SLM Reports
  • Compliance
  • SLA Compliance and Costs by Contract
  • SLA Compliance Graph
  • SLA Compliance Summary
  • SLA Daily Compliance for One Week
  • SLA Monthly Compliance for Six Months
  • SLA Quarterly Compliance by Year
  • SLA Weekly Compliance for One Month
  • Cost
  • SLA Cost Summary
  • SLA Daily Impact Cost for One Week
  • SLA Monthly Impact Cost for Six Months
  • SLA Quarterly Impact Cost by Year
  • SLA Weekly Impact Costs for One Month
  • Service targets
  • Performance-based Service Target Metrics
  • Request-based Service Target Metrics
  • Service Target Results by SLA
  • Service Target Status and Detail Metrics Daily
  • Service Target Status and Detail Metrics Hourly
  • Service Target Outages
  • Assignment
  • SLA Team Assignment
  • Unknown Data
  • Periods of Unknown Data

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SLM 7.0 Other Key Enhancements (Remedy SLA
Perspective)
  • Performance Improvements
  • Reduction in number of filters dramatically
    improves performance
  • Performance and Usability improvements in
    building service targets
  • Copying service targets will not immediately
    rebuild the new service target
  • Use of Templates
  • Support staff interfaces for defining
    qualifications (rather than having to know field
    names and syntax)
  • Improvements to SLA Group feature
  • When multiple service targets attach to one
    ticket because of change in terms and condition,
    the new service targets inherits data from the
    existing one.
  • Ability to re-open tickets after being resolved
  • Ability to re-open a closed service target
    measurement and let it continue.
  • SLM Integration with BMC Remedy Asset Management
  • The integration is now through Asset Management
    outage records for each CI to measure the time
    for the outage to be resolved

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SLM 7.0 Other Key Enhancements (SLM Express
Perspective)
  • PATROL requirement removed
  • Does not require PATROL, although it will
    integrate with PATROL as a data source
  • Uses a standard database (makes custom reporting
    easier)
  • ITIL compliance
  • Ability to define SLAs, OLAs, and Underpinning
    Contracts
  • Provides service target information to Incident
    Management, Problem Management, and Change
    Management
  • Escalation capabilities (milestones and actions)
    to notify people of declining performance
  • Additional expression capabilities (min, max, sum)

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Service TargetsKey Performance Indicators,
Goals, and Cost selection
  • Features
  • Wizard to create service targets
  • KPI selection
  • Goal definition
  • Impact costs The cost a business incurs when a
    service target is missed
  • Benefits
  • Monitor IT components of business services
  • Results
  • Reduce business risk by understanding business
    impact of IT issues

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Service Targets Support Staff Interface for
Terms and Conditions for Incident Mgmt
  • Use drop-down fields to build qualifications
  • Tailored for each service target data source (AR
    application)

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Service TargetMilestones
  • Features
  • Define performance triggers
  • Automated actions
  • Incident, change or notification actions
  • Benefits
  • Standardized responses to problems
  • Action before exception
  • Results
  • Reduced monetary penalties
  • Improved quality

Take action before a service target commitment is
missed
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Templates
  • Enhance usability by making it easier to create
    Service Target and Agreement definitions
  • Leverage templates instead of building conditions
    from scratch
  • Use as is and link to the original
  • Or select a template and modify
  • Types of Templates
  • Condition
  • Measurement Criteria
  • Goal and Cost Schedule
  • Milestone
  • Action

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Business Value Summary
  • BMC Service Level Management 7.0
  • Provide complete picture of service performance
    across service support and IT operations
  • Run IT as a business
  • Deliver high quality of service and experience

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BMC Service Level Management Process
Integration
  • BMC Incident and Problem Management
  • Tracks the response and resolution times of the
    help desk and compares them with SLA commitments.
    Generates alerts and notifications to the support
    staff when support SLAs are in danger of being
    missed.
  • BMC Change and Configuration Management
  • Tracks change implementation targets to ensure
    that change tasks and requests are performed in
    order and on time.
  • BMC Asset Management and Discovery
  • Measures length of outages for specific
    configuration items and services.
  • BMC Infrastructure and Application Management
  • Uses infrastructure and application data for
    service level monitoring of both infrastructure
    and applications.
  • Service Impact and Event Management
  • Integrate service impact management and event
    processing automation and allow IT staff to
    manage by business alignment, prioritizing
    responses to real-time events based on business
    impact.
  • BMC Atrium CMDB
  • Ensure that critical business assets or services
    maintain committed levels of availability and
    service.

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Asset Management 7.0Detailed Overview
CMDB Service Desk Change Config Mgmt Service
Level Management Asset Management Back to Contents
101
Benefits
  • More efficient software license management
  • Less time, effort to track installations against
    license contracts
  • Proactive enforcement of license policies using
    CCM
  • Reduce software costs by reducing unneeded
    deployments
  • Enhanced enterprise readiness
  • Multi-tenancy, enhanced categorizations and roles
  • Greater business insight, easier reporting
  • Quickly get to the Why behind the What with BMC
    Analytics

BMC Remedy Asset Management 7
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Software License Tracking Definitive Software
Library
  • Supports ITIL best practices for Change, Release,
    Configuration, Software Asset Management
  • Performs two main functions
  • Software Library
  • Index to golden master software locations
    (deployable package, file server directory,
    storage cabinet)
  • Product Dictionary
  • Normalizes software names and descriptions
  • Included with
  • BMC Atrium CMDB, BMC Remedy ITSM
  • BMC Configuration Management (Marimba)

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Software License Tracking DSL Product Dictionary
  • Application recognition and normalization
  • Product Dictionary Entries (PDEs) match
    discovery scan data to definitive software titles
    and descriptions (e.g. suite info)
  • Includes over 10,000 applications out of the box
    with updates made available via SupportWeb
  • You can build additional PDEs using .exe and .dll
    names and file sizes
  • Software license association
  • Normalized software descriptions in CMDB are
    counted by Remedy Asset and applied to
    corresponding software license
  • BMC Discovery uses Product Dictionary to
    normalize scan data prior to recording in CMDB

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Software License Tracking Product Dictionary
links normalized software name, categorization to
license contract in Remedy Asset
When accessed from a software license contract in
Remedy Asset, this option links PDE to software
license and triggers workflow in Remedy Asset to
count instances against license entitlements
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Software License Tracking
  • Tracking normalized titles to contracts
  • License Management Engine maintains list of CI
    classes it should process
  • Discovered instances of those classes and
    matching 6-tier categorization in CMDB (from PDE)
    are counted against contract associated by PDE
  • Deployed vs. licensed viewable in flashboards,
    reports, BMC Analytics
  • Exception Handling
  • Identifies discovered instances matching CI
    classes in License Management Engine but for
    which no associated contract is found
  • Handling options
  • Create new contract
  • Associate title/PDE to existing contract
  • Delete and ignore if not an application requiring
    license tracking

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Enhancements
  • Multi-tenancy
  • Row-level security separates data, roles and
    processes to serve multiple business
    units/customers with a single application
    instance
  • Enterprise Categorization
  • 6-tier (vs. 3-tier CTI in 6.0) correlates
    directly to CI fields in CMDB
  • Blackout schedules
  • CI Unavailability
  • Tracks the actual downtime of a CI
  • E.g. scheduled maintenance created from a change
    request, or an unexpected event created from an
    incident

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Benefit Summary
  • Improved ITIL support reduces cost of
    implementing best practices
  • Simplified end user experience reduces call
    volume
  • Improved analyst automation increases analyst
    productivity
  • Enhanced problem management improves problem
    prevention
  • With SIM/SLM
  • Receive real-time service impact information
  • Prioritize incidents according to impacts
  • Proactively notify end users

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Demo
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Questions?
  • Bryan Cunningham
  • Account Executive
  • generationE Technologies
  • 209-559-0397
  • bryan.cunningham_at_generationetech.com
  • www.generationetech.com
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