MasterScope IT Process Management Introduction - nec. · PDF fileMasterScope IT Process Management may be abbreviated as MasterScope ITPM in subsequent documents. Three features of

MasterScope IT Process Management Introduction

First Edition

June, 2017

NEC Corporation

table of contents

1. Introduction of MasterScope

2. Overview of MasterScope IT Process Management

3. Use Case

4. Function

5. Product Lineup

MasterScope

5 © NEC Corporation 2015 NEC Group Internal Use Only5 © NEC Corporation 2017

What is MasterScope?

MasterScope is NEC’s integrated operations management software brand that leverages the expertise and advanced technologies cultivated by NEC over many years. NEC delivers more than 3,000 MasterScope systems to customers annually.MasterScope provides end-to-end support for systems encompassing ICT infrastructure to applications, and meets our customers’ needs for easy-to-operate products.


MasterScope Solution Map

Overview of MasterScope IT Process Management


Common problems in system operation

Are there such problems at the operation site ?

The current situation is managed, but considering the future, I have concern whether today’s situation is good or not.

The total workload can not be estimated.

Not shared

Knowledge / know-how

How did this problem solve in the past…

Only Smithknows it..

Information management by manual work (Excel etc.)

MaintenanceHistory

Input level is differentI need more details

Where is that information? Failure

Information

SystemConfig

Customer can not grasp the current

status of service level

Did you answer to this question

within expect TAT?

Different operation process in each system

(individualistic operation)

Management items are fall apart

Support statusdifficult to grasp

Human resources

Sales management

Accounting

Does my team have enough resource?

Do we need additional workers?


Solutions by IT Service Management Tool

System management with ITIL standard process strongly supports improving process and quality in day-to-day operation

Process standardization

(Excludes dependency

on individual skills)

Standard rule andunified management

Converting procedures and know-how into

knowledge

ResponseHistory

RestorationprocedureFAQ

Same as the previous trouble!

Utilizing the information to maintain and manage

service level

time to the first response

First-call resolution rate

Overall Close Rate...

Automatic managing and sharing of information

List of inquiries

Latest status

Efficient and comprehensive understanding of operating

status

Operation tasks have been increasing in the xxx system this month.


Anxiety and doubts to start using IT service management tool

Hoping to improve effectiveness and quality of the operation

Studying about tools, but the benefit is unclear…

Initial cost is expensive so that hesitating to install…

It seems there are a lot of items to customize and take so much time for configuration

Once started to use tools, it was complicated and stopped using it

MasterScope IT Process Management will solve problems of system operation including above anxiety and doubt


MasterScope IT Process Management

MasterScope IT Process Management provides “easy to start” and “improving efficiency” with ITIL-compliant system operations.

Rich functions and items for actually

required in operation

1.

Useful functions and

templates

Not so awkward to start usage

2.

Quick and low cost

installation

Motivate use on operation sites

3.

Intuitive operation experience

MasterScope IT Process Management may be abbreviated as MasterScope ITPM in subsequent documents.

Three features of MasterScope IT Process Management


Features 1. Functions and templates refined in actual operations

The functions and templates are refined in more than 200 projects, and immediately improve system operation efficiency.

Incident management

Problem management

Change management

Release management

Management support function- Email- Announcement- Document management- Application management- Report- Infrastructure composition

... etc

MasterScope IT Process Management Features & TemplatesCentralized management

of operating status

Flexible search function

Standardized input items and procedures

Operation report

Management item

standardization

Corresponding procedure

standardization

Statusvisualization

Know-howutilization

You can feel the effectsimmediately

Quality and efficiency

improvement of reports


Features 2. Fast and low-cost installation

The default templates help you minimize the time it takes to design and configure. We provide a small package for 5 users at a low-cost.

Common considerations during the installation

Management item design

Screen design

DB design

Operational flow design

Rule design

Search item design

Access authority design

Other tools MasterScope ITPM

User creation

The installation time is shortened by utilizing the

default templates

User creation

Software license fee *

Shortening

MasterScope ITPMOther tools

Approximately 1/5 of the cost

Shorten theintroduction period

Reduce theLicense cost

* Conditions for calculation• Number of users: 5• Used features: incident management, problem management, change

management, release management


Features 3. Intuitive operation experience

Users can understand overall status by checking simplified interface at glance. The unified operation screen is easy to learn and helps to prevent operation mistakes.

Top screen to help you understand the status at a glance Standardized input screen and input support function

Standardized input format forIncident, Problem, Change, Release, Application, etc.

Required input fields are colored

Drop-down list helps to standardize the input value

New incident can be created by copying an existing incident

Today's work scheduleAnnouncements to

stakeholders

Summary the overall status

With one click, you can associate an incident with other processes.

As an everyday tool, it’s important to be “simple” and “easy-to-use”.

Menu for each function

Grasping the overall situation at a glance prevents omission and delay of responses

Display a warning message after the specified deadline


Benefits to use MasterScope IT Process Management

1. Improve work efficiency by unified information management

2. Improve work quality by information sharing

3. Improve work motivation by work status visualization

Improve work quality by storing past research, inquiry and troubleshootinginformation to database and sharing the information as knowledge

Secure a certain operation quality without depending on the skill of users

Visualization of status motivate users to improve TAT of their operation By checking overall work situation, proactive management such as prevention of

stacking and timely following up will be possible.

Centralized management of information, such as inquiry response information and system information, reduce cost and improve efficiency of information management

Response content and response situation can be shared at a glance and grasp the operation work situation in real time

Unified information makes daily report creation easy

Use Case


Operation Flow (incident open to close)

When customers issue incidents, system administration department starts survey of the incidents, and finally close the incidents.

Request acceptance

Request survey

Response the requestResult report

SE,Maintenance

vendor

Investigation

[System Administration Division][Customers]

(1) When received an investigation request from the customers, an incident is registered.* Customers can directly operate the ITPM for issue registration.

(2) Request the SE or maintenance vendor to survey

(3) Receive the results and prepare answers

Survey and Create answer

Customer Operator

(4) Report the survey result (answer) to the user.* Customers can directly refer to ITPM to check the report content.

Answ

er a

ppro

val

(Issue Mgt)

Understand the overall situation by various report

Customer Operator

SE, Maintenance

vendor

[Operation manager]

Support status watch


Operation Flow in ITPM (incident open to close)

It is possible to respond by simple operation from incident open to escalation and closing

Incident Management

Select and fill out necessary items.Since the necessary input part is displayed in blue color, it prevents entry missing.

Escalation

Escalate is easily carried out by just selecting. E-mail notification is also possible.

Action history

You can easily check the history.

After answering the inquiry, incident will closed

Answer / Close

inquiry

answer

Function


Functions list

MasterScope ITPM provides ITIL (Information Technology Infrastructure Library) compliant management functions

Offer function Function name Functional overview

ITIL management function

Incident management

Provide service management function specified by ITILProblem management

Change management

Release management

Support function

Application management Function to manage from application to approval of variousapplication forms

Schedule management Sharing and managing various events by calendar display

Document management Ability to store and share documents in a hierarchicalmanner

ITIL information linkdiagram

Ability to display the correlation of each ITIL managementfunction

Infrastructure composition Function of managing configuration information of HW, SW,etc. constituting the system

Notification mail delivery Ability to automatically distribute mail to arbitrary destinations for each management action

Announcement function Ability to send simultaneous notification to designatednotification destination

FAQ function The FAQ is registered for each category, and functions that can be shared by stakeholders

Report function Service level report, service level status, incidentsProvide report creation function

Global compliance Multilingual function Supports English and Japanese

Cooperation with other systems Incident data acquisition function Data linkage by mail linking, CSV, API


Function overview - ITIL management function

The ITIL framework is designed to standardize the selection, planning, delivery and support of IT services to a business. The goal is to improve efficiency and achieve predictable service levels.

Incident management: manages the incident until the situation that the incident does not influence any more.Problem management: catches up a problems and manages the problems until the cause is found out.Change management: manages the change operation when the configuration has any change.Release management: manages the task which release the completed change work to production system and manages the release task. Application management (Provided as ITIL management support function on ITPM):manages the various application documents from submission of the approval for above management functions and performing the tasks.

IncidentManagement function

ProblemManagement function

ChangeManagement function

ApplicationManagement function

ReleaseManagement function

Update immediately

When the first survey is completed and the second, third survey is continued.

It becomes necessary to change the configuration management informationChange configuration

Investigation

Investigation Investigation

Release work

Infrastructure composition

Association

Product Lineup


Product components and configuration example

▌Product components

MasterScope IT Process Management - Basic Pack Basic license required to use MasterScope IT Process Management

Includes SW usage rights and license for 5 users

MasterScope IT Process Management - User license License necessary for adding user in addition to basic pack

MasterScope IT Process Management - Monitoring Option Optional license. You can create a new incident through the MasterScope monitoring product

MasterScope IT Process Management - Media MasterScope Media contains the installation module of IT Process Management

Management server

customer

User in charge (1)

▌System configuration example

Management server 1

User 6 people

User in charge (2)

...

User in charge (6)

customer customer

License must be purchased

* ITPM licenses are not required for customer

Product Name Qty

MasterScope IT Process Management – Basic Pack1

MasterScope IT Process Management – Media1

MasterScope IT Process Management – 1 User license1


Thank You

Realize simple and integrated system operation

If you have any questions about MasterScope,

please contact below by e-mail

NEC： [email protected]

Documents

MasterScope IT Process Management Introduction - nec. · PDF fileMasterScope IT Process Management may be abbreviated as MasterScope ITPM in subsequent documents. Three features of