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Ca Service Desk Presentation presented at GITEX 08 from Emirates Computers
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CA Service DeskSolution
AgendaAgenda
- Introduction- ITIL for Greener Business Environment
- Our Vision in IT Service Management- CA & ITIL- ITIL Green Message
- Solution Description- Unicenter Service Desk- Unicenter Service Desk Dashboard
- Product Features
INTRODUCTION
Emirates Computers – Confidential© Copyrights Emirates Computers 2005
Emirates Computers & CAEmirates Computers & CA
EC is Certified ESP Partner and Authorized Distributor of CA products since of 2005
Our Vision in IT Service Management is to unify & simplify the management of IT.
We have successfully implemented a lot of projects with CA
Computer Associates “CA”Computer Associates “CA”
One of the world's largest IT management software companies, CA unifies and simplifies the management of enterprise-wide IT Infrastructure for greater business results.
CA helps customers manage risk, improve service, manage costs and align their IT investments with their business needs
CA – Industry LeaderCA – Industry Leader
Teamwork with Focus 15,000 Employees Worldwide 170 Offices Worldwide
Customer First 99% of Fortune 500 Companies Telco, Financial, Government Sectors
Quality and Innovation First to Achieve: ISO 9002 Certification Project Management Processes (PMI Member) 300 Patents, 195 product releases in the past two months
Shareholder Value Revenue: $3.5 billion in 2005 4th Largest Software Company R&D investments represent 22% or almost $700M of revenue
Top IT Organizational NeedsTop IT Organizational Needs
• Reduce costs while improving services• Increase responsiveness to the business• Drive problem resolutions down to the lowest cost
point• Optimize efficiencies• Manage resources better• Improve current processes with industry leading
“best practices”
…Expectation of IT to do more with less
The objectives of our IT Service Management The objectives of our IT Service Management SolutionsSolutions
1. Align IT services to needs of the business
2. Improve the quality of IT service delivery
3. Reduce the long-term cost of services
People
ToolsProcess
ITIL for Greener Business EnvironmentITIL for Greener Business Environment
1. Resource Optimization
2. Assets Management
3. Reduce the long-term cost of services
4. Visibility to IT Environment
5. Change Management, avoid negative impact of change on your IT Assets
6. TBA…
CA & ITILCA & ITIL
• The Information Technology Infrastructure Library (ITIL) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services
• Set of books describe industry best practice in IT Service Management
• Learn from others, don’t reinvent the wheel
• ITIL helps you maintain stability and quality in your IT Services, better align IT with business
ITIL Process ModelITIL Process Model
Business, Customers & UsersBusiness, Customers & Users
Service Support
Service Delivery
IncidentManagement
ProblemManagement
ChangeManagement
ReleaseManagement
ConfigurationManagement
ServiceDesk
AvailabilityManagement
CapacityManagement
FinancialManagement
ServiceContinuity
Service LevelManagement
CA & ITILCA & ITIL
Service Support
Service Delivery
IncidentManagement
IncidentManagement
ProblemManagement
ProblemManagement
ChangeManagement
ChangeManagement
ReleaseManagement
ReleaseManagement
ConfigurationManagement
ConfigurationManagement
ServiceDesk
ServiceDesk
AvailabilityManagement
AvailabilityManagement
CapacityManagement
CapacityManagement
FinancialManagement
FinancialManagement
ServiceContinuity
ServiceContinuity
Business, Customers & UsersBusiness, Customers & Users
Service LevelManagement
Service LevelManagement
ITIL V3ITIL V3
CA Service Lifecycle ManagementCA Service Lifecycle Management
CA Service Management Products
• Unicenter® Service Catalog • Unicenter® Service Desk• Clarity™
• Unicenter® Service Assure• Unicenter® Service Metric
Analysis
• Unicenter® Service Accounting• Unicenter NeuMICS® Resource
Accounting• Unicenter CA-JARS® Resource
Accounting• Unicenter® Service Desk• AllFusion® Endevor® Change
Manager• CA Harvest Change
Manager
• Unicenter® Service Desk• Unicenter® Service Desk Dashboard• Unicenter® Service Desk Knowledge Tools• CA SupportBridge™ Live Automation• CA SupportBridge™ Self Service Automation• CA SupportBridge™ Self Healing Automation
InfrastructureInfrastructure
Service Level Mgmt
Service Level Mgmt
ServiceCostingServiceCosting
Demand MgmtDemand Mgmt
Change MgmtChange Mgmt
Incident /Problem Mgmt
Incident /Problem Mgmt
Our understanding of a Support Our understanding of a Support EnvironmentEnvironment
Service Desk Calls
KnowledgeDatabase
Centralized Knowledge Base• Knowledge-driven support• Consistent, correct answers to
common problems• Online self-help
DesktopManagement
SupportAutomation
Change Management
Management Metrics
IncidentManagement
ProblemManagement
Root Cause
Desktop & Server Mgmt.• Asset discovery and inventory• Remote control• Software & patch deployment• Protect against vulnerabilities• Automate system migrations
Incident & Problem Mgmt.• Detect & record• Classify, diagnose & resolve• Monitor, track & communicate• Analyze, develop & implement fixes• Close incident, problems, known
errors & report
Change Management
• Plan, prioritize, and categorize• Analyze impact• Manage authorizations• Manage implementation
Management Metrics• Near real-time performance indicators• Defined KPI’s• Drill down view of data • View business and operational information
CA SERVICE DESK SOLUTION
Solution OverviewSolution Overview
Unicenter Service Desk will be implemented for centralized logging and tracking of call.
Unicenter Service Desk Dashboard for online reporting and performance measures
The following process will be implemented: incident, problem and change management in line with the requirement mentioned in RFP.
Following is the schematic layout of the solution
Solution OverviewSolution Overview
MDB – Management Database
SD – Service Desk
Self Service Interface
`
Web Interface for Analyst/Operator
-Unicenter Service Desk
- Centralized CA- MDB
CA Unicenter Service DeskCA Unicenter Service Desk
Service Desk Manager’s Decision Support Dashboard
It is a product that offers you service request, incident, problem and change management that maximizes analyst productivity and enhances responsiveness. Automating Service Management Processes.
CA Incident & Problem Management CA Incident & Problem Management The ChallengeThe Challenge
BusinessEmployees
IT Operations Networks & Servers Databases Applications
Level 0 Support(Self Service) Level 1 Support Level 2 Support Level 3 Support
Help DeskCorporate
Help DeskDevelopment Dept.
Help DeskHR Dept.
Help DeskAnalysts
Help DeskAnalysts
Help DeskAnalysts
Service Desk
Tech Support
• Supervisor
• Technicians
Development
Tech Support
• Supervisor
• Technicians
• Manager
• Developers
Multiple disparate help desks> Recently acquired electronics
subsidiary
> Departmental help desks
CA Incident & Problem ManagementCA Incident & Problem ManagementThe ChallengeThe Challenge
BusinessEmployees
IT Operations Networks & Servers Databases Applications
Level 0 Support(Self Service) Level 1 Support Level 2 Support Level 3 Support
Help DeskCorporate
Help DeskDevelopment Dept.
Help DeskHR Dept.
Help DeskAnalysts
Help DeskAnalysts
Help DeskAnalysts
Service Desk
Tech Support
• Supervisor
• Technicians
Development
Tech Support
• Supervisor
• Technicians
• Manager
• Developers
Incidents reported by phone only
Employees circumvent the help desk out of desperation for a resolution>Long call wait times>Low 1st call resolution
>Limited visibility to incident request status
>Slow Response from help desk
CA Incident & Problem ManagementCA Incident & Problem ManagementThe ChallengeThe Challenge
BusinessEmployees
IT Operations Networks & Servers Databases Applications
Level 0 Support(Self-Service) Level 1 Support Level 2 Support Level 3 Support
Help DeskCorporate
Help DeskDevelopment Dept.
Help DeskHR Dept.
Help DeskAnalysts
Help DeskAnalysts
Help DeskAnalysts
Service Desk
Tech Support
• Supervisor
• Technicians
Development
Tech Support
• Supervisor
• Technicians
• Manager
• Developers
No standard processes>Manual process>No escalation procedures>No coordination between
help desks or across IT
Most IT failures never reported to the help desk
Frustrated employees>Long call wait times>Unable to resolve Incidents
CA Incident & Problem ManagementCA Incident & Problem ManagementThe Solution – CA Unicenter Service DeskThe Solution – CA Unicenter Service Desk
BusinessEmployees
IT OperationsNetworks & Servers Databases
Service Desk
Level 1 Support Level 2 Support Level 3 Support
Operations Manager
Tech Support EngineeringAnalysts
Manager Supervisor
Technicians
Manager
Developers
CACMDB
ChangeAdvisory
Board
ChangeManager
Service Desk
Level 0 Support(Self-Service)
Change & Configuration Management Challenge Data spread, Change & Configuration Management Challenge Data spread, many versions of the truthmany versions of the truth
Co
nsu
mer
sP
rod
uce
rsR
epo
sito
ry
Customer Web site
Resources
WhiteboardsSpreadsheets & DatabasesDisks and File Folders
Configuration Mgr•Manage CI relationship information
•Enterprise-wide control•Drive IT business value
Change Manager• Informed change decisions
•Manage volume•Manage complexities
Service Level Mgr•Ensure satisfactory service levels
•Help drive IT value
Service Desk•Fast incident resolution•Root cause forensics•Change priority recommendations
Resources
StorageCluster
SecurityPolicies
CRM
CoBIT Controls
Payroll
Employee Expenses
SecurityPolicies
Legal
ERPSystem
SecurityPolicies
Marketing
Engineering
Executive Planning
Mail Servers
Asset
CA Solution – CA CMDB Single Source of TruthCA Solution – CA CMDB Single Source of TruthC
on
sum
ers
Service Desk Analyst Configuration Mgr Change Mgr Compliance Mgr Other IT Mgrs
CA CommonAsset Viewer
CA CMDBVisualizer
CA CMDBManager
CA CMDBCA CMDBSingle Source of TruthSingle Source of Truth
Reconciliation
Federation Automated Relationship Mapping
• Unicenter Asset Management• Unicenter Portfolio Asset Management• Unicenter Network & Sys. Management• Unicenter Service Desk
CA MDB 3rd Party
Discovery: MS SMS &
Other Sources
3rd Party
Repositories:MS Excel &
Others
Infrastructure and Applications
Rep
osi
tory
Pro
du
cers
GraphicalGraphical Visualisation Visualisation
Emirates Computers – Confidential© Copyrights Emirates Computers 2005
CA Brings It All TogetherCA Brings It All Together
• As per ITIL, CA helps unify the people, process and technology in the common pursuit of IT service excellence.
• By standardizing and automating the full range of IT service management processes, CA enables ITIL based service support processes to be completely optimized, allowing the lowest cost delivery of consistently superior service.
• CA brings to the market the most comprehensive and integrated ITIL process automation. To deliver this value quickly and assuredly, CA provides a rich set of ITIL education and implementation best practices, both directly and through world renowned ITIL partners.
Emirates Computers – Confidential© Copyrights Emirates Computers 2005
Process TechnologyPeople
UNICENTER SERVICE DESK FEATURES
Emirates Computers – Confidential© Copyrights Emirates Computers 2005
Totally Web basedTotally Web based
– Totally Web based including Administration
Keeps End Users Up and ProductiveKeeps End Users Up and Productive
• User friendly screens• Variety of ways to log
an incident– Web based service desk– By email– Fax server– Telephone
• Centralized Logging
and Tracking of Calls
Service Desk End-User View for self-service
Keeps End Users Up and ProductiveKeeps End Users Up and Productive
• Reduce costs through self-service– Self-help with knowledge
search capabilities– Announcements– Reduce number of calls– save analysts time and
and let them focus
on the critical incidents– Automate problem resolution
Service Desk End-User View for self-service
CA Service deskCA Service desk
• Complete out-of-the-box functionality – ITIL best practice processes
• Incident Management• Problem Management• Change Management
– Fully integrated CMDB– Fully integrated Knowledge
Management
– Auto-assignment of analysts
– Notifications and escalations ensure SLA commitments
Emirates Computers – Confidential© Copyrights Emirates Computers 2005
Service Desk Analyst View of Assigned Incident and Problem
Unicenter Service Desk r11Unicenter Service Desk r11• LDAP/Active Directory integration
– Imports groups/security permissions from LDAP• Personalized Responses
– Analysts can create scripted responses to use for common activities to reduce manual typing of repetitive messages
Emirates Computers – Confidential© Copyrights Emirates Computers 2005
Integrates With Other CA SolutionsIntegrates With Other CA Solutions
Extends the Reach Through Extends the Reach Through CA Integration PlatformCA Integration Platform
Common Asset Viewer
Common Asset Viewer
CMDBCMDB
UnicenterService
Desk
UnicenterAsset Portfolio
Management
Unicenter Asset Management
Unicenter Software Delivery
Unicenter Remote Control
SLA ManagementSLA Management
• SLAs from all attributes (end user, asset, priority, organization, category) are aggregated on a ticket to provide a single, sequential, list of action to enforce all SLA policies.
• Aimed for customers who are outsourcers or employ complex SLA processes
• SLA Based on
– Request/Incident Area– Priority– Configuration Item/Asset– Organization– Contact Record
New SLA Model - RuntimeNew SLA Model - Runtime
TicketTicket
Service Type (attached_sla)Service Type (attached_sla)
SLA eventSLA event SLA eventSLA event SLA eventSLA event
Service Type (attached_sla)Service Type (attached_sla)
Service Type (attached_sla)Service Type (attached_sla)
SLA eventSLA eventSLA eventSLA event SLA eventSLA event
Service Entitlement AdvantagesService Entitlement Advantages
• Assign different SLAs to asset, priority and category for each customer base (organization)
• Multiple SLA tracking (e.g. hardware group can fail to fix printer (Asset) in time, but it won’t violate call center’s own SLA (priority))
• Time to Violation projections• Supports both Internal SLAs and external SLAs with vendors. Ex
support contract with h/w vendor, time to violation projections and alarms
Unicenter Service Desk r11Unicenter Service Desk r11Workflow DesignerWorkflow Designer
CA WorkflowCA Workflow
• CA Workflow is the new common workflow engine for CA Products
• Integrates with Change Orders out of the box• Ability to still use Service Desk 6.0 workflow for backward
compatibility• Non-linear workflow with decision based branching and the
ability to perform parallel processing• Graphical design utility with drag and drop functionality Easily customizable form editor for displaying task and
approval forms via the web
CA SERVICE DESK REPORTING SOLUTIONS
Unicenter Service Desk DashboardUnicenter Service Desk Dashboard
Service Desk Manager’s Decision Support Dashboard
The Unicenter Service Desk Dashboard provides managers a real-time view of the Incident and Problem Management processes
Unicenter Service Desk DashboardUnicenter Service Desk Dashboard
KPI Views, setting thresholds-alarms, send email. Tailor made reports, drill down to service desk level
Service Desk Manager’s Decision Support Dashboard
Targeted Reporting SolutionsTargeted Reporting Solutions
Report Requirements– Field Technician– Team Lead– Service Desk Manager– Service (SLA) Manager– Problem Manager– IT Manager / Director– Customer Reports
Emirates Computers – Confidential© Copyrights Emirates Computers 2005
Report Solutions– Menu Reports– Scoreboard & Graphics– ITIL Reports:
• MS Access (75+)• Crystal
– Unicenter Dashboard
Targeted Reporting SolutionsTargeted Reporting Solutions
Real-Time
Offline
Summary
Detailed
SLAManager
SLAManager
Service DeskReport
Service DeskReport
ScoreboardScoreboard
DashboardDashboard
MS Access/ Crystal
MS Access/ Crystal
DashboardDashboard
Service Management - Incident LifecycleService Management - Incident Lifecycle
User SelfService
User SelfService Incident
AutomaticallyRouted
Incident Automatically
RoutedKnown
ProblemFound
KnownProblemFound
CMDBIndicates
Cause
CMDBIndicates
Cause RemoteControl
Confirms
RemoteControl
Confirms RFCCreated
RFCCreated
FixReleased
FixReleased
DNARestored
DNARestored
RFCClosed
RFCClosed
KP-DBUpdatedKP-DB
UpdatedProblemClosed
ProblemClosedEnd User
NotifiedEnd UserNotified
IncidentResolvedIncidentResolved
Benefit - Integration
REFERENCES
Emirates Computers – Selected Service Desk Emirates Computers – Selected Service Desk ReferencesReferences
THANK YOU