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© 2009 IBM Corporation
Implementing TSRM in the Enterprise
Premium Support Customer Presentation – James Matlock
© 2009 IBM Corporation
Agenda
TSRM in the IBM Tivoli Service Management Portfolio
TSRM Release Review
Considering Implementation– From a technical, installation perspective– From a business process perspective
Q & A
© 2009 IBM Corporation
Disclaimer
The information on new products is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information on new products is for informational purposes only and may not be incorporated into any contract. The information on new products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release, and timing of any features or functionality described for our products remains at our sole discretion.
© 2009 IBM Corporation
Early Career Experience – Help Desk Operator and Tech Support
Critical to capture the right information
Get the right person on the right ticket
Customers want speed and accuracy
Management wants to understand the trends
© 2009 IBM Corporation
Application Discovery
Service Request Manager
IT and Non-IT Asset
Management
Change Management
Provisioning
License Management
Service Automation
Manager
CloudburstTivoli process
automation engine
Common Data
Model
SRM
TSAM
StorageServer
Network
Tivoli Application
Dependency Discovery
Manager 7.1
–
12/07
Tivoli Change & Configuration Management Database7.1 - 12/077.2 – 11/09
–
Tivoli Service
Request
Manager
–7.1 - 5/087.2 – 11/09
Tivoli Asset Management for IT 7.1 – 5/08
Tivoli Provisioning Manager 7.1 –12/08
IBM Cloudburst –6/09
Tivoli Service Automation Manager 7.1 – 11/08
Tivoli Asset Management for IT 7.2 (TADD)
–7/09Integrated SolutionAn Integrated set of solutions represent the full management of data, processes, tooling
and people
Common Data Model The core solutions share a common data
subsystem for simple data sharing
Processes that Work Together The core solutions share a process workflow
automation engine
No Rip and ReplaceLeverage existing investments in IBM and 3rd
party IT management tools
Lower Cost of Ownership Lower infrastructure and training costs,
simple upgrade model
An Integrated Approach to Service Management
CC
MD
B
TPM
© 2009 IBM Corporation6
Service Request Manager Overview
Users
Service Desk
Service Catalog
ServiceRequests
Shopping Catalog DesignService Request
Management
OMP/PMPIntegration
Service Provider
integration
Knowledge Incident Problem Asset/CIs
Integration with Other Processes
Service Provider
integration
Service Request Manager 7.2
Integration with OMPs
© 2009 IBM Corporation7
Service Catalog – Key Features
Roles and Start CentersRequest Workflows
KPIs and ThresholdsQueries and Reports
Escalations and Notifications
Best Practice Content
Service ToolingExtensibility
Catalog definition toolingService & Offering definition tooling
Common Service RequestsLaunch to Incident, Problem, Change and Release
CMDB Integration (CI/Asset selection)
Process Integration
Shopping UIsShopping Cart
Favorites /Search
Order Fulfillment
DescriptiveAction
Supply Chain
Service Creation& Publishing
Service Ordering“Shopping”
Service OrderManagement
Service Fulfillment
Service Monitoring
© 2009 IBM Corporation8
SRM 7.2 Features Common to SD and SC
Track SLAs– Reduce costs by tracking and meeting SLAs for Catalog requests (SLAs on
SD are available since V 6.x)
Multi-Customer Enablement– Reduce costs by supporting multiple customers on a single deployment
instance. Manage Process that are unique to each customer
Policy Driven Dispatch – Reduce costs by automating dispatching of Service Requests.
Satisfaction Survey– Improve quality of service by measuring user satisfaction levels– Create Survey questions, surveys, Application to respond to surveys
Globalization– Globalize. Support for more languages: Danish, Croatian, Finnish,
Norwegian, Slovenian, Arabic and Hebrew.
© 2009 IBM Corporation9
SRM 7.2 Features Common to SD and SC
Enhanced Self-service Experience– Reduce costs by switching to self-service model for submitting service
requests. Unified Start Centers that have access to both catalog and desk functions
Instant Messaging Integration– Improve auditability, and collaboration with Instant Messaging integration.
Remote Desktop Function– Improve auditability and productivity with use of Remote Desktop function to
log into a server and optionally record the session in the request Migrating Configuration From Dev to Test to Production
– Reduce deployment costs by use of Migration Manager tool to migrate configuration using Migration Manager
Tighter Integration with Purchasing– Reduce costs by integrating with supply chain. If TAMIT is installed, SC and
SD requests can be fulfilled using items in storerooms or by purchasing items from vendors
© 2009 IBM Corporation10
SRM 7.2 Features Specific to Service Catalog Improvements to Self-service Catalog UI
– Fewer clicks needed to order an item from catalog– User input validation, Multiple shopping carts– User can view and order only those offerings to which he is authorized– User can be shown pick lists for any object in the system – CMDB objects,
TAMIT objects, Tpae objects. Examples: CIs, Assets, Persons.– Tpae technology can be used to configure and customize Shopping UI
Simplified Fulfillment Process– Improves productivity and reduce learning curve– Streamlined service fulfillment process, fewer clicks– Fulfillment uses standard apps: Workflows, Job Plans, Service Requests– Service Catalog objects are accessible through MEA technology.
Approvals– Align IT with your business process.– Approvals configurable for each offering. Auto-approval, multiple.
© 2009 IBM Corporation11
SRM 7.2 Features Specific to Service Desk
Support for Instant Messaging Technologies– MS Office Communicator, Jabber
Search Enhancements– In context searching with new global search dialog– Automatically search external web-sites
Ticket Enhancements– Auto-classification of tickets – One Click Screen Capture– Support for Virtualization– Enable/disable priority matrix
Knowledge Management Enhancements– Improve quality of knowledge by using approval processes– Improve productivity with improved search for solutions
© 2009 IBM Corporation12
Integration
Tight integration between Catalog, Desk, CMDB, Change, and TAMIT for improved productivity, and effective processes
SD integration with TBSM for business systems management
SD integration with Omnibus for automated incidents
Integration with Instant Messaging tools
Integration with Tivoli Identity Manager
Integration with Tivoli Provisioning Manager
© 2009 IBM Corporation13
Offering Catalog – New Look!
© 2009 IBM Corporation14
Input Dialog Box for a Service Offering
© 2009 IBM Corporation15
Form Field Validation
© 2009 IBM Corporation16
Survey
© 2009 IBM Corporation17
Survey Preview
© 2009 IBM Corporation
Implementing TSRM – Technical Considerations
Review information in:– TSRM InfoCenter:
http://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/index.jsp?topic=/com.ibm.srm.doc_7.1/installing/src/c_ccmdb_planningdeployment.html
– End-to-End Service Management Using IBM Service Management Portfoliohttp://www.redbooks.ibm.com/Redbooks.nsf/RedbookAbstracts/sg247677.html
Single Server vs. Multiple Server Deployments
Performance Tuning:– Number of JVMs, settings for JVMs
• Approximately 80 users per JVM is the general rule– Managing users through LDAP or Active Directory
© 2009 IBM Corporation
Implementing TSRM – Business Process Considerations
What is the process for first call resolution?
How is Employee Self Service handled?
What are the differences in the way Service Requests, Incidents, and Problems are handled within your enterprise?
Does your organization have a Problem analysis group? How does their research and feedback enter the enterprise’s knowledge base?
How should end-users and fulfillment personnel be notified on ticket status changes? When should they be notified?
What kinds of Service Level Agreements do you want in place?
How should Escalations be handled?
What kind of metrics do you want to collect?
What kinds of reports and KPIs do you want to measure and manage?
© 2009 IBM Corporation
Questions?