This presentation explores the pressure IT Service organizations are under to manage physical and virtual IT assets in the context of IT and business services which rely on those assets. Furthermore, this presentation explores how organizations can improve first call resolution, decrease escalations and improve user satisfaction and business productivity by adopting an integrated and automated approach to IT Service and Asset Management.
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1. Embracing the Convergence of ITService & Asset
ManagementBMC FootPrints 11.5Erin Avery
2. Agenda Todays Reality Data Integration & Process
Automation What this means for IT & the Business Practical
Application The How Q&A Copyright 10/17/2012 BMC Software, Inc2
3. First, My Reality Check 4. A True Story Request via Ticket Email
with IT: Do you have a license? IT gets SOW from vendor &
emails User request PO from procurement User send PO to IT Wait
wait. Wait Procurement emails about invoice status Vendor, IT,
Procurement & User Email Chain IT schedules time to do remote
install Offline 30 min for install Copyright 10/17/2012 BMC
Software, Inc 4 5. The Bottom Line 21 days from request to
deployment 17 weeks to get License/ PO resolved with vendor 9 steps
(all manual) in the process Countless emails and phone calls 3
departments, 7 people, 1 vendor Copyright 10/17/2012 BMC Software,
Inc 5 6. Data Integration + Process Automation 7. Software/
Application RequestSoftware DeployedApproval RequestedNo Burdenon
IT StaffCompliance Route for Reporting Approval & Alerting
Seamless CustomerExperienceSoftware LicensingManagement Ticket
Generated Flexible Architecture Requires No Programming Copyright
10/17/2012 BMC Software, Inc7 8. Another Option < 24 hours 1
department, 2 people Compliant with Vendor Licensing Happy,
Productive User Copyright 10/17/2012 BMC Software, Inc 8 9. The Odd
Couple? IT Service & Asset ManagementImprove First Call
ResolutionFacilitate Multi-DepartmentCollaborationReduce Tier 2/3
EscalationsHappy Users A Beautiful Marriage. Copyright 10/17/2012
BMC Software, Inc9 10. Other Processes for Consideration 11.
Incident - Hard Drive Thrashing Ticket GeneratedAsset Information
Extract User PersonalityUser Reports IncidentIT Views Asset
InformationExtract User Personality View Running ProcessesCheck
ProcessesVirus Infection / ScanFlexible Architecture Requires No
Programming Initiate Virus Scan Copyright 10/17/2012 BMC Software,
Inc11 12. User Access & Software Requests Service Catalog
Ticket GeneratedAsset InformationUser Requests AccessTicket
GeneratedIT views Asset InformationResource Access Mapped Resource
Mapping Provided Flexible Architecture Requires No Programming
Copyright 10/17/2012 BMC Software, Inc 12 13. BMC FootPrints
Overview Integrated IT Service & Asset Management Platform
Certified for 10 ITIL Processes Drag-and-drop Configuration Service
Catalog Business Intelligence Software License Management Cradle to
Grave Automated Asset Management Copyright 10/17/2012 BMC Software,
Inc 13 14. Learn more at www.bmc.com Copyright 10/17/2012 BMC
Software, Inc 14
