BMC Engage 2015 Breakout Session #420 - #ITSM_SUCCESS-Final_3.5 (1)

© Copyright 9/15/15 BMC So3ware, Inc 1

Phil Bau*sta Senior ITSM Consultant September 11, 2015

#ITSM_SUCCESS


Please Hold Ques*ons Un*l Q&A


Agenda

1.  Speaker IntroducFons Including our “Panel of Experts”

2.  Top ITSM Tips for #ITSM_SUCCESS Key Areas – Highlighted Points

3.  QuesFons and Answers Tweet your quesFons using #ITSM_SUCCESS

4.  Conclusion and Acknowledgment Thank you for your Fme and interest


#ITSM_SUCCESS – Synopsis Session Overview


Our Mission

•  To equip you to be able to leverage the experience, and knowledge we have gained in order to be successful with your ITSM implementaFon regardless if whether you go it alone or if you choose to engage the resources on our TEAM or any other TEAM

•  We want to enable you to achieve maximum #ITSM_SUCCESS!


#ITSM_SUCCESS

•  This session will idenFfy concepts in 10 key areas to help successfully implement the BMC Remedy ITSM Suite whether you are installing it for the first Fme or upgrading your current ITSM environment.

•  We’ll present key areas and data points with measurable metrics that you can use as guidelines to aâining the highest degree of success possible for your ITSM implementaFon.


Speaker Introduc*ons Brief Introduc*on of session panelists


#ITSM_SUCCESS – Panel Introduc*ons

•  Greg Morrison -‐ ITSM Director, Catholic Health Ini*a*ves (CHI) –  ITIL Expert, Six Sigma Black Belt, Scrum Master, ITIL V3 Author

•  Arnold Noche -‐ Consultant, All Things Func*onal [ ATF ] –  Single handedly imported over 1,000,000 CI’s to the CMDB

•  George Klarmann -‐ Owner, Transcendence IT –  30+ ADDM soluFons delivered since 2009

•  Colleen Eilbert -‐ Senior Consultant, Effec*ve Technologies –  An “EffecFve” ITSM/SRM magician trained at Hogwarts


#ITSM_SUCCESS – Panel Introduc*ons

•  Lenny Warren -‐ Founding Partner, RMI Solu*ons –  Has personally trained over 5,000 individuals to date

•  Sean Harries -‐ Project Manager, Alderstone –  20 years Remedy & high profile project experience

•  Phil Bau*sta -‐ Sr. Consultant, Bull Creek Data –  Over 20 years with AR System, former NASA “Rocket ScienFst”


#ITSM_SUCCESS – Auxiliary Panel Introduc*ons

•  Misi Mladoniczky – Founder, RRR Scandinavia –  “Most Valuable Contributor to ARS-‐list” at WWRUG 2011

•  Kaïs Albassir – CEO, ARSmarts –  "ARSmarts Data Manager" voted "Best New Product" at WWRUG 2012


#ITSM_SUCCESS -‐ Outline Key Areas of Success and Their Components


#ITSM_SUCCESS -‐ Outline Here are some key areas where failures can occur. Your #ITSM_SUCCESS can be affected by how well you are prepared in each of these areas for your project

•  Financial •  Infrastructure •  Communica*on •  ITSM Environments •  Key Challenges & Changing Landscape •  Common Failed ITSM Program Characteris*cs

•  Tools •  Technology •  Industry Standards •  Customiza*on Best Prac*ces


Financial

BMC Remedy License Management •  Fixed Licenses

•  Who Needs Them and Why?

•  Floa*ng Licenses •  How Can They Be Leveraged?

•  OOB •  What do I get with my purchase?


Financial

Budget – Allocate enough hours in your project plan for:

•  Workshops •  FoundaFon Data •  Process

•  Development •  Data Load/Configura*on

•  Tes*ng •  Bug Fix •  Migra*on •  Training •  Documenta*on


Infrastructure

•  AR System Accounts •  No Sharing!

•  Network Accounts •  Follow Corporate Standards

•  Machines (Hardware) •  Who Provides What?


Communica*on

•  “Calculate – Don’t Mandate” •  Include EVERY known aspect •  Communicate Schedule Updates •  Publish Updated Schedules •  IdenFfy Key Resources •  Never allow for a “Single Point of Failure”


Tools and Technology

•  Leverage your BMC Support Contract •  Review Release Notes of Supported Products •  Download Products and DocumentaFon •  IdenFfy Patches and apply where applicable •  Enter Issues with Support where applicable (its geong beêr)


Tools and Technology

•  Leverage BMC Partner & Third Party Products •  RRR -‐ BMC Remedy AR System and ITSM License Management/

OpFmizaFon •  EffecFve Technologies -‐ Load Service Targets in Bulk •  Alderstone CMT -‐ Map and Migrate Data •  AR Smarts -‐ Explore and Examine Server Objects and Data •  Enable MulF Company Support with BMC Remedy ITSM DMT

•  h^ps://communiFes.bmc.com/docs/DOC-‐35074


Industry Standards

•  ITIL -‐ h^p://www.iFl.org.uk/ –  ITSM is based on ITIL Framework, make sure you understand ITIL –  How well does the TEAM understand ITIL? (scale of 1-‐5) –  Educate gaps in knowledge of ITIL and ITSM to common denominator

•  ISO 20000 -‐ h^p://www.iso.org/iso/catalogue_detail?csnumber=51986 –  ISO 20000 is a service management system (SMS) standard –  It includes design, transiFon, delivery and improvement of services

•  ITSM Best PracFces –  Understand what “Best PracFce” with ITSM is and use where appropriate


ITSM Customiza*on – Best Prac*ces

•  Adding Fields/Workflow •  Modifying/Repurposing Fields/Workflow •  Using Data to Add FuncFonality •  Incorporate the 4 Cornerstones of ApplicaFon Design

–  Usability –  Maintainability –  Scalability –  Performance


Key Challenges & Changing Landscape

•  Partner ecosystem integraFons (Managed Services & Smart sourcing)

•  Technology Business Management (TBM) integraFons •  People, Process & Technology imbalance (Too much emphasis

on tools) •  ITSM professionals (people) o3en struggle to tell the ITSM

value story


Common Failed ITSM Program Characteris*cs

•  Lack of experience (OJT w/o oversight is very expensive & error prone)

•  Weak ITSM FoundaFon (People, Process, Technology) •  Missing Lifecycles (Strategy, Design, TransiFons, Opera*ons, CSI) •  Undocumented or no ITSM Strategy


Doug Mueller’s Customiza*on Flowchart

Doug Mueller’s Customization Flowchart

Cus

tom

erD

oug “NO!”

I Want To Add A Field

“no”

I NEED To Add A Field

I Would Like To Add A

Field

“Maybe”

May I Add A Field?

“Why?”

EndStart


Phil Bau*sta’s Customiza*on Rules

•  IdenFfy “Business Value” •  Determine the “Business Impact” •  IdenFfy ExisFng Processes DocumentaFon •  Document Undocumented Processes •  Evaluate CustomizaFon vs. AdministraFon


Greg Morrison – Key Takeaway Points: Strategy

•  Take the Fme to develop & document your ITSM strategy •  Embrace partner ecosystem integraFons •  Match authority & accountability •  And…….be intenFonal!!!!!


Arnold Noche – Key Takeaway Points: Knowledge

•  Know the Data Processes – Onboarding, O{oarding, MigraFon, TransformaFon.

•  Know the OOB Tools that support the Processes – ApplicaFon Administrator Console, Atrium Integrator, BMC Remedy Data Import, FoundaFon Data Loader, Data Wizard, Remedy Migrator.

•  Know the 3rd Party Tools that supports the Processes – ARSmarts, EffecFve Technologies, RRR, So3ware Toolhouse.

•  Know the difference between Data Management and Data Quality.


George Klarmann – Key Takeaway Points: Value

•  Understand your Tools when Developing Process –  (and understand Process when ImplemenFng…)

•  Manage People as Valuable Resources –  Educate, Allocate, Delegate

•  Provide Value thru ReporFng –  Lever for tacFcal operaFons


Colleen Eilbert – Key Takeaway Points: SRM

•  The Service Catalog plays an enormous part in your ITSM deployment •  Do not underesFmate the effort in gathering the requirements for your

SRM catalog •  Do not try to deploy too much at one Fme. •  You will need a phased approach and you need to account for the Fme it

will take to gather requirements from not only the IT org, but the business.


Lenny Warren – Key Takeaway Points: General

•  DifferenFate between upgrade and new installaFon processing •  Know where to ask for assistance before moving forward. •  Understand the opFons for tools used to transfer data for specific

applicaFons (like SRM and SLM), Atrium Integrator, DB to DB •  Use Packing Lists to export customizaFons. •  Document every step of the way with screen shots and notes.


Sean Harries – Key Takeaway Points: Going Live!

•  Go-‐Live Cutover –  PracFce your cutover process, ideally twice, before go-‐live –  Involve all parFes and work to a detailed cutover plan –  Refine the plan and Fmings based on the emulaFons –  If upgrading from an exisFng Remedy system then pracFce cutover and

handover immediately to UAT to provide freshest possible data for tesFng e.g. In-‐flight SLAs

•  Parallel Environment Upgrades –  Build a parallel Remedy environment with new version to reduce risk and cost –  Requires data migraFon and change freezes; avoid DDM! –  Fresh Install has beêr results than Upgrading exisFng applicaFon


Phil Bau*sta– Key Takeaway Points: Success

•  Use IE vs. Chrome when loading data with the UDM to show errors •  Leverage “Cache-‐less” browser windows during development •  IdenFfy the Business Value before doing ANYTHING •  If its worth doing its worth documenFng •  Nothing is as Permanent as a “Temporary” soluFon!


Don’t Go It Alone – Enlist Help from a Proven TEAM

VS.


Select the TEAM that can Deliver


Request your Free Day of ConsulFng h^p://www.bullcreek.com/freeday/ Free Poducts: For one month of RRR product or Free month of AR Smarts or To be entered in the Alderstone drawing please state so in your request at h^p://www.bullcreek.com/contacts/


Useful Links

•  Deployment: Upgrading the BMC Remedy ITSM Suite to version 9.0 -‐ An Overview –  h^ps://www.youtube.com/watch?v=z_XzmtBsGKo

•  BMC Remedy ITSM Deployment 9 Portal –  h^ps://docs.bmc.com/docs/display/public/brid90/Home

•  Connect with Remedy -‐ Overlays and CustomizaFons –  h^ps://www.youtube.com/watch?v=3k48~psd3g

•  Atrium Webinar -‐ Common Data Model –  h^ps://www.youtube.com/watch?v=io7I7AMvAmI

•  BMC Remedy ITSM: Understanding Companies and OrganizaFons –  h^ps://www.youtube.com/watch?v=2_MEgxXUm-‐E

•  BMC Remedy ITSM: Problem Management Process Flow –  h^ps://www.youtube.com/watch?v=RvLTHtL3A4U

•  BMC Remedy ITSM: Change Management Process Flow –  h^ps://www.youtube.com/watch?v=-‐BLQN6MaAnM


Useful Links

•  BMC Remedy ITSM: Service Level Management Process Flow –  h^ps://www.youtube.com/watch?v=AwMughizqds

•  BMC Remedy ITSM: Configuring Service Level Management

–  h^ps://www.youtube.com/watch?v=h8xQiLRouQI

•  BMC Remedy ITSM: Configuring Service Request Management –  h^ps://www.youtube.com/watch?v=-‐sUdcQiRjPQ

•  BMC Remedy ITSM: ConfiguraFon Management Process Flow –  h^ps://www.youtube.com/watch?v=jJXd8tWCslw

•  MulF Company Support in DMT –  h^ps://communiFes.bmc.com/docs/DOC-‐35074

•  Change request lifecycle –  h^ps://docs.bmc.com/docs/display/public/change80/Change+request+lifecycle

•  User roles in the change request lifecycle –  h^ps://docs.bmc.com/docs/display/public/change80/User+roles+in+the+change+request+lifecycle


Useful Links

•  Loading Data into CMDB from CSV –  h^ps://www.youtube.com/watch?v=NWBAzKA-‐Nnc&list=PLibAMtD70sYEHsYo2Okn6S_lbZIISyD_t&index=4

•  Using Atrium Integrator Spoon

–  h^ps://www.youtube.com/watch?v=Jp5ZO5keSD0&list=PLibAMtD70sYEHsYo2Okn6S_lbZIISyD_t&index=5

•  Understanding Atrium Integrator June13th Atrium Connect Webinar –  h^ps://www.youtube.com/watch?v=9VGRy7kAzMU&t=1386

•  Adding QualificaFon to Table Input Step –  h^ps://www.youtube.com/watch?v=DMpTugESxjM&index=7&list=PLibAMtD70sYEHsYo2Okn6S_lbZIISyD_t

•  Remedy 9 Upgrade OpFons Discussion –  h^ps://www.youtube.com/watch?v=wGyUCD8drtk

•  Announcing the Remedy InteracFve Upgrade Tool –  h^ps://communiFes.bmc.com/community/bmcdn/bmc_it_service_support/blog/2015/01/19/announcing-‐the-‐

remedy-‐interacFve-‐upgrade-‐tool


Entertaining Links

•  #ITSM_SUCCESS Trailer –  h^ps://www.youtube.com/watch?v=no7m2LE3SlY

•  WWRUG-‐DataWars –  h^ps://www.youtube.com/watch?v=cn2iI7hNwvI&feature=youtu.be

•  Tripp Crosby: Conference Call in Real Life –  h^ps://www.youtube.com/watch?v=z_FqlBFjbk

•  The Vendor Client relaFonship -‐ in real world situaFons –  h^ps://www.youtube.com/watch?v=R2a8TRSgzZY

•  The Expert (Short Comedy Sketch) –  h^ps://www.youtube.com/watch?v=BKorP55Aqvg

•  BMC Engage 2014 closing keynote with Tony Seba -‐-‐ AnFcipaFng & Leading Market DisrupFon –  h^ps://www.youtube.com/watch?v=bI2tFnzMOWk


Ques*ons and Answers Please come up to the microphone to ask your ques*ons (we want everyone to be able to hear you)


Thank You.

Phil Bau*sta And Our “Panel of Experts” 512-‐731-‐0304 Phil.T.Bau*[email protected] bullcreek.com @bullcreekdata


Kelly Gatewood – Key Takeaway Points: Tes*ng

•  TesFng is the most important phase of any project and should include: –  FuncFonal TesFng –  User Acceptance TesFng –  Performance TesFng

•  A solid Test Plan and Test Cases (with desired/expected results agreed to by the project sponsor) are required in all three types of tesFng

•  TesFng: –  is o3en the first area cut in project budgets –  should be as long or longer than development phase –  should be iteraFve as error remediaFon is expected

Documents

BMC Engage 2015 Breakout Session #420 - #ITSM_SUCCESS-Final_3.5 (1)