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© Copyright 11/1/2010 BMC Software, Inc 4
The current state of IT Service ManagementHow we work today!
ASSETMANAGEMENT
RELEASEMANAGEMENT
CONFIGURATIONMANAGEMENT
GOVERNANCE AND COMPLIANCE MANAGEMENT
EVENT AND IMPACTMANAGEMENT
PERFORMANCE & AVAILABILITY MANAGEMENT
DASHBOARDSENTERPRISE SCHEDULING
CAPACITYMANAGEMENT
CHANGEMANAGEMENT
SERVICELEVEL
MANAGEMENT
DATAMANAGEMENT
SERVICEREQUEST
MANAGEMENT
INCIDENTMANAGEMENT
© Copyright 11/1/2010 BMC Software, Inc 5
IT with Business Service Management
RELEASEMANAGEMENT
EVENTAND IMPACT
MANAGEMENT
CAPACITYMANAGEMENT
INCIDENTMANAGEMENT
SERVICEREQUEST
MANAGEMENT DATAMANAGEMENT
SERVICE LEVELMANAGEMENT
ASSETMANAGEMENT
GOVERNANCEAND COMPLIANCE
MANAGEMENT
DASHBOARDSCONFIGURATION
AUTOMATION
ENTERPRISESCHEDULING
PERFORMANCE & AVAILABILITY MANAGEMENT
CHANGE MANAGEMENT
BSM
© Copyright 11/1/2010 BMC Software, Inc 6
A Unified Platform for Managing IT
BSM: A Unified Platform for Managing IT
Simplify and automate service management- Request, change & support business services- Consistently deploy services across applications,
servers, networks, and clients- Discover, model, and prioritize services to
improve decisions- Federate and orchestrate data and workflow to
improve efficiency- Proactively identify and resolve IT issues
Unify service management with IT planning and governance- Manage your IT supply, demand, and budget- Ensure compliance with policies and regulations
© Copyright 11/1/2010 BMC Software, Inc 7
BSM is a unified platform for running IT
Demand & Resource
Management
Application
Automation
Problem
Management
Service Request
Management
Identity
Management
Service Cost
Management
Financial Planning &
Budgeting
Server
Automation
Network
Automation
Client
Automation
IT Controls &
Policy Management
Capacity
Management
Supplier
Management
Performance &
Availability
Management
Application Problem
Resolution
Service
Catalog
Middleware
Management
Data
Management
Storage
Management
Asset
Management
Enterprise Scheduling &
Workload Automation
Change & Release
Management
Event & Impact
Management
Mainframe
Automation
Dashboards &
Analytics
CMDB / CMS
Discovery &
Dependency
Service Level
Management
Incident
Management
Knowledge
Management
© Copyright 11/1/2010 BMC Software, Inc 8
Business runs on IT. IT runs on BMC Software.
100% focused on BSM- No competing strategies
Strength
- Founded in 1980- 10th largest independent software company- 16,000 customers in 124 countries- Fiscal 2009 revenues of $1.87B- Solid balance sheet
Innovation, vision, and execution
- Pioneered concept of BSM- 94 software technology patents - Continued growth through internal innovation and
acquisition- Support for cloud computing, virtual, distributed, and
mainframe environments- Proven experience
© Copyright 11/1/2010 BMC Software, Inc 9
Value driver for IT Service Management
Optimize IT Costs30% increase in staff efficiency
Reduce support costs by 25%
Assure Quality of ServiceReduce downtime by 75%
70% faster MTTR
Increase Business Value50% faster delivery of IT services
Demonstrate Transparency95%+ visibility to IT spend and activity
Manage RiskTime for audit tasks reduced from months to minutes
Reduce the cost of compliance by 30%
© Copyright 11/1/2010 BMC Software, Inc 11
What do I have?Discovery & Dependency Mapping
Discovery &
Dependency
© Copyright 11/1/2010 BMC Software, Inc 12
What do I have?Discovery & Dependency Mapping
Business Process Discovery
Application Dependency Mapping
Asset Inventory Discovery
BMC Atrium Discovery &
Dependency Mapping
(ADDM)
Power, Heat, and Software End of Support Data Discovery
Mainframe Discovery
© Copyright 11/1/2010 BMC Software, Inc 13
What do I have?Services, Processes, Apps and IT infrastructure
Business Service
Business Process
ERP Applications
ERP System
ERP App Servers
© Copyright 11/1/2010 BMC Software, Inc 15
What do I have? Discover a dynamic environment
VMotion
An automated DRS VMotion moves the running VM System from one cluster to
another
1
VMotion alerts Atrium Orchestrator of change
2
Atrium Orchestrator checks with Remedy
Change Management for valid change request
3
This is an unplanned change-Atrium Orchestrator opens a pre-approved change request
to accelerate the action through the change process
4
Atrium Orchestrator alerts Discovery to the
relationship change and triggers an on-demand
scan updating the CMDB
5
Near real-time reconciliation is completed and the
service model in the CMDB is dynamically updated to
reflect the new VM - Cluster relationship
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BMC – VMWARE NDA ONLY
IT can now clearly understand how the VM and cluster map to
the business service
7
Atrium
Orchestrator
Discovery
Change
Management
© Copyright 11/1/2010 BMC Software, Inc 17
Intelligent Incident
Performance &
Availability
Management
CMDB / CMS
© Copyright 11/1/2010 BMC Software, Inc 18
Upper
Baseline
Lower
Baseline
Normal Behavior
? $
Self-Learning Analytics
Intelligent IncidentEliminate Reliance on Reactive Thresholds
© Copyright 11/1/2010 BMC Software, Inc 19
Intelligent IncidentEvent / Impact Management
Performance &
Availability
Management
Event & Impact
Management
CMDB / CMS
Discovery &
Dependency
© Copyright 11/1/2010 BMC Software, Inc 21
Intelligent IncidentService Level Management
Event & Impact
Management
CMDB / CMS
Discovery &
Dependency
Service Level
Management
Performance &
Availability
Management
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Intelligent IncidentRemedy Service Desk
Performance &
Availability
Management
Event & Impact
Management
CMDB / CMS
Discovery &
Dependency
Incident
Management
Service Level
Management
Problem
Management
© Copyright 11/1/2010 BMC Software, Inc 26
CMDB / CMS
Rapid provisioning of services
From months or weeks to hours or minutes
Simplified and standardized interface for common requests
Automated configuration
Repeatable, auditable process
BSM in ActionCloud Lifecycle Management
Application
Automation
Service Request
Management
Server
Automation
Network
Automation
Change & Release
Management
© Copyright 11/1/2010 BMC Software, Inc 27
BSM in Action BMC Service Request Management
Service Request
Management
CMDB / CMS
© Copyright 11/1/2010 BMC Software, Inc 29
BSM in Action BMC Remedy Change Management
Service Request
Management
Change & Release
Management
CMDB / CMS
© Copyright 11/1/2010 BMC Software, Inc 31
BSM in Action Change Implementation
Automation flow controlled by Change Management
© Copyright 11/1/2010 BMC Software, Inc 34
Proven customer value
74% first call
resolution rate
$32M in IT
efficiency
savings
36% reduction in
support costs
75% first fix
rate
40,000 weekly
changes
400% increase
in admin
productivity
Comprehensive adoption:
Avoiding $24M
data center
expansion
5-year compliance
savings of $41M
ITIL and ISO9000
compliance
Reduced incidents by
20% & change approval
from weeks to days
Reduced MTTR by 30% &
outages due to changes
by 30%
Full function
CMDB is “single
source of truth”
Business service
events decreased 40%
74% reduction
in downtime
Single point of control
for 8,000 daily jobs
Handle same workload
as competitors with 3x
to 4x MIPS
Forecasts resource
needs to avoid going
over budget