TechEd Solution BriefHow Johnson Controls Delivers Globally with System Center, Office365, and PowerView for 200,000 Users

@ConcurrencyInc blog.concurrency.com

Speakers

Nathan Lasnoski

What were the key project goals?

This roadmap will suggest significant changes for Johnson Controls in the forms of process and technology deliverables. The key deliverables of the roadmap are:

• ITSM Process Framework. The current ITSM processes will be normalized as they are moved into the tool, with a goal toward simplifying the way we organize IT.

• Visibility and KPIs. IT will be better able to set goals and measure success through reports, dashboards, scorecards that articulate key performance indicators.

• Configuration and Asset Transparency. A transparency will be provided to the assets in the business as well as the configuration items and ultimate business services they support.

• Ticketing and CMDB Replacement with System Center. The clear focus of the project is to facilitate the replacement of Remedy as a mechanism for risk mitigation, as well as preparing the platform for future deliverables.

• Access Anywhere. End users and IT can access the IT services environment from any type of device, from anywhere on the corporate network. This includes desktops, laptops, macs, iPad, iPhone, android, and Windows phone.

• Rich Office365 Integration. The SharePoint conversion will serve the users of the new ITSM environment well, by providing Lync ticketing integration, e-mail interaction with approvals, calendaring, and an SharePoint centric portal.

• Automation and Deployment. The current wins in the automation space will be extended into other service management functions, enabling clear ROI around process automation.

• Self Service. A modern, self-service process and experience for all users of IT services, especially around knowledge and IM-an-Incident.

• Focus on “services”, describing “what you deliver”

• Improve quality and consistency• Continuous improvement in service

delivery• Prove it… and “show your work”

Enterprise IT as a Service Provider

Understand the Services we Deliver• Health• Customer Response• Customer Satisfaction• Cost and Infrastructure• SLA Estimate to Actual• Effort on a Per-Service Basis• Risk and Operations

How close are we to ITSM?

Current environment Configuration management database (CMDB) not

linked to other systems … no tracking of cause and effect

Incident management independent system Problem management all manual Change management is incomplete for systems

and services effected Capacity management is done in silos Service level management is difficult to track

5

Incident Management

Capacity Management

Change Management

Service Level Management

Problem Management

Asset management

To be environment

Integrated toolset leveraging single CMDB

CMDB populated with all client, server, application information and their relationships

Incidents and requests tracked and linked to system configurations and changes

Facilitate root cause analysis by knowing configuration items and their dependencies

Capacity utilization and service levels automated

Service Catalog/Portal

Troux

ChangeAsset/CMDB

ITSM – Enterprise solution “To Be”

6

Incident

Incident Management

Service levelManagement

Service Request Management

Change Management

Knowledge Managemen

t

Application Management

Problem Management

Configuration Management

Problem

Costs

Financial Management

Availability Management

Knowledge/Portal

Reporting- dashboards- reports

Availability

Integrations

Software

Database

App

Hardware

Requests a service

Reports an issue

Checks know

n fixes

Report SR performance

Facilitates a service

Report IcM

perform

ance

Chec

k hea

lth

Feed

ap

p p

ort

folio

Rep

ort

serv

ice

per

form

ance

Consume a service

Esca

late

to

prob

lem

Check changes

Repo

rt P

bM p

erfo

rman

ce

Check knowledge

Update

know

ledge

Chan

ge

a se

rvic

e

Report health

Rep

ort co

sts of se

rvice

Service

Existing applications/processes Currently in development Planned for future phases

Excellent results from Phase 1, 2, and 3

Service delivered and served by service portfolio, incident, and service request…

• Enterprise of over 200,000 end users and 400,000 assets needed to improve the efficiency of end user operations across 4,000 IT staff and 8,000 facilities

• 500,000 service requests last year, each replacing manual effort of an average of 1 hour per request. This included workstation ordering, application deployment, and imaging.

The end-to-end scenario allows for self-service workstation ordering from a catalog of over 4,000 catalog items, which then places the order automatically to the hardware vendor, which then ships the order to he facility where SCCM inventory exists. The new asset is created in the asset database through a data feed from the hardware vendor and the workstation is imaged immediately upon plugging it in at a site, with the end user getting applications centric to their user, including language localization, end user settings, and configuration content. This end-to-end process has been executed over 90,000 times and in addition to the time savings, has saved over $2 million in real outside service provider costs and $1 million in software costs.

Results from Phase 1 and 2

• Enterprise of over 2 million incidents per year needed to improve work item routing and decision making across 4,000 IT people and five business units.

• Average reduction of 2 minutes per user, per incident. 66,668 hours time saved for end users alone.

• Average reduction of routes per incident from 3 to 2. Significant improvement in customer experience due to reduced routing.

• Mobility for analysts on phones, tablets, etc.

Anticipated Results from Phase 3

Topology Walkthrough

Enterprise TopologyEnd User

Configuration and Asset Data

Incident Change Service Request

KnowledgeService

Onboarding Decision Making

Directors and Executives IT Directors and Executives Analysts and IT Application Owners

Company Store

Problem, RiskRelease

Intune

Orchestrator / SMA

Workstation

Servers

Configuration Manager

Servers

OM / VMM Public Cloud

External, E-BondingRemedy

Portal Experience

Office365 Enterprise Site

Enterprise IT Services Site Example

Enterprise IT Services Site Example

Enterprise IT Services Page

Standardized Service Intake Process

Business Intelligence

Access Anywhere

Quick Lap Around Interfaces

Remedy Integration for Conversion

Work Item Routing

Questions?@ConcurrencyInc experts stream…#SCSM, #SysCtr, #Orchestrator, #ws2012R2, #CNCYeventblog.concurrency.com