© 2009 IBM Corporation Implementing TSRM in the Enterprise Premium Support Customer Presentation – James Matlock

© 2009 IBM Corporation

Implementing TSRM in the Enterprise

Premium Support Customer Presentation – James Matlock


Agenda

TSRM in the IBM Tivoli Service Management Portfolio

TSRM Release Review

Considering Implementation– From a technical, installation perspective– From a business process perspective

Q & A


Disclaimer

The information on new products is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information on new products is for informational purposes only and may not be incorporated into any contract. The information on new products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release, and timing of any features or functionality described for our products remains at our sole discretion.


Early Career Experience – Help Desk Operator and Tech Support

Critical to capture the right information

Get the right person on the right ticket

Customers want speed and accuracy

Management wants to understand the trends


Application Discovery

Service Request Manager

IT and Non-IT Asset

Management

Change Management

Provisioning

License Management

Service Automation

Manager

CloudburstTivoli process

automation engine

Common Data

Model

SRM

TSAM

StorageServer

Network

Tivoli Application

Dependency Discovery

Manager 7.1

–

12/07

Tivoli Change & Configuration Management Database7.1 - 12/077.2 – 11/09

–

Tivoli Service

Request

Manager

–7.1 - 5/087.2 – 11/09

Tivoli Asset Management for IT 7.1 – 5/08

Tivoli Provisioning Manager 7.1 –12/08

IBM Cloudburst –6/09

Tivoli Service Automation Manager 7.1 – 11/08

Tivoli Asset Management for IT 7.2 (TADD)

–7/09Integrated SolutionAn Integrated set of solutions represent the full management of data, processes, tooling

and people

Common Data Model The core solutions share a common data

subsystem for simple data sharing

Processes that Work Together The core solutions share a process workflow

automation engine

No Rip and ReplaceLeverage existing investments in IBM and 3rd

party IT management tools

Lower Cost of Ownership Lower infrastructure and training costs,

simple upgrade model

An Integrated Approach to Service Management

CC

MD

B

TPM

© 2009 IBM Corporation6

Service Request Manager Overview

Users

Service Desk

Service Catalog

ServiceRequests

Shopping Catalog DesignService Request

Management

OMP/PMPIntegration

Service Provider

integration

Knowledge Incident Problem Asset/CIs

Integration with Other Processes

Service Provider

integration

Service Request Manager 7.2

Integration with OMPs


Service Catalog – Key Features

Roles and Start CentersRequest Workflows

KPIs and ThresholdsQueries and Reports

Escalations and Notifications

Best Practice Content

Service ToolingExtensibility

Catalog definition toolingService & Offering definition tooling

Common Service RequestsLaunch to Incident, Problem, Change and Release

CMDB Integration (CI/Asset selection)

Process Integration

Shopping UIsShopping Cart

Favorites /Search

Order Fulfillment

DescriptiveAction

Supply Chain

Service Creation& Publishing

Service Ordering“Shopping”

Service OrderManagement

Service Fulfillment

Service Monitoring


SRM 7.2 Features Common to SD and SC

Track SLAs– Reduce costs by tracking and meeting SLAs for Catalog requests (SLAs on

SD are available since V 6.x)

Multi-Customer Enablement– Reduce costs by supporting multiple customers on a single deployment

instance. Manage Process that are unique to each customer

Policy Driven Dispatch – Reduce costs by automating dispatching of Service Requests.

Satisfaction Survey– Improve quality of service by measuring user satisfaction levels– Create Survey questions, surveys, Application to respond to surveys

Globalization– Globalize. Support for more languages: Danish, Croatian, Finnish,

Norwegian, Slovenian, Arabic and Hebrew.


SRM 7.2 Features Common to SD and SC

Enhanced Self-service Experience– Reduce costs by switching to self-service model for submitting service

requests. Unified Start Centers that have access to both catalog and desk functions

Instant Messaging Integration– Improve auditability, and collaboration with Instant Messaging integration.

Remote Desktop Function– Improve auditability and productivity with use of Remote Desktop function to

log into a server and optionally record the session in the request Migrating Configuration From Dev to Test to Production

– Reduce deployment costs by use of Migration Manager tool to migrate configuration using Migration Manager

Tighter Integration with Purchasing– Reduce costs by integrating with supply chain. If TAMIT is installed, SC and

SD requests can be fulfilled using items in storerooms or by purchasing items from vendors


SRM 7.2 Features Specific to Service Catalog Improvements to Self-service Catalog UI

– Fewer clicks needed to order an item from catalog– User input validation, Multiple shopping carts– User can view and order only those offerings to which he is authorized– User can be shown pick lists for any object in the system – CMDB objects,

TAMIT objects, Tpae objects. Examples: CIs, Assets, Persons.– Tpae technology can be used to configure and customize Shopping UI

Simplified Fulfillment Process– Improves productivity and reduce learning curve– Streamlined service fulfillment process, fewer clicks– Fulfillment uses standard apps: Workflows, Job Plans, Service Requests– Service Catalog objects are accessible through MEA technology.

Approvals– Align IT with your business process.– Approvals configurable for each offering. Auto-approval, multiple.


SRM 7.2 Features Specific to Service Desk

Support for Instant Messaging Technologies– MS Office Communicator, Jabber

Search Enhancements– In context searching with new global search dialog– Automatically search external web-sites

Ticket Enhancements– Auto-classification of tickets – One Click Screen Capture– Support for Virtualization– Enable/disable priority matrix

Knowledge Management Enhancements– Improve quality of knowledge by using approval processes– Improve productivity with improved search for solutions


Integration

Tight integration between Catalog, Desk, CMDB, Change, and TAMIT for improved productivity, and effective processes

SD integration with TBSM for business systems management

SD integration with Omnibus for automated incidents

Integration with Instant Messaging tools

Integration with Tivoli Identity Manager

Integration with Tivoli Provisioning Manager


Offering Catalog – New Look!


Input Dialog Box for a Service Offering


Form Field Validation


Survey


Survey Preview


Implementing TSRM – Technical Considerations

Review information in:– TSRM InfoCenter:

http://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/index.jsp?topic=/com.ibm.srm.doc_7.1/installing/src/c_ccmdb_planningdeployment.html

– End-to-End Service Management Using IBM Service Management Portfoliohttp://www.redbooks.ibm.com/Redbooks.nsf/RedbookAbstracts/sg247677.html

Single Server vs. Multiple Server Deployments

Performance Tuning:– Number of JVMs, settings for JVMs

• Approximately 80 users per JVM is the general rule– Managing users through LDAP or Active Directory


Implementing TSRM – Business Process Considerations

What is the process for first call resolution?

How is Employee Self Service handled?

What are the differences in the way Service Requests, Incidents, and Problems are handled within your enterprise?

Does your organization have a Problem analysis group? How does their research and feedback enter the enterprise’s knowledge base?

How should end-users and fulfillment personnel be notified on ticket status changes? When should they be notified?

What kinds of Service Level Agreements do you want in place?

How should Escalations be handled?

What kind of metrics do you want to collect?

What kinds of reports and KPIs do you want to measure and manage?


Questions?

Documents

© 2009 IBM Corporation Implementing TSRM in the Enterprise Premium Support Customer Presentation – James Matlock