Challenges / Benefits
of
Business Service
Management
OMNINET
Facts and Figures:
German based Software Company
>15 years OMNITRACKER
>400 man-years development included
>50.000 concurrent clients installed
Business Service Management (BSM)
Business Service Management
Financial
ProjectITSM
Sales
Business Service Management =
Customer-centric & business focussed
approach to (IT)SM.
Create a business out of your Internal or
External Service Management.
External= Service Provider
Internal= Profit Center
Convert from a Cost Center into a Profit
Center.
This presentation focusses on Business Service
Management covering 4 application areas.
Business Service Management Processes
Project ITSMSales Financial
Typical challenges / issues:
Lack of cross-Business orientation (silos);
Difficulties in process transition (sales project operations);
Clear ‘roles & responsibilities’ (delegation of duties) and approvals;
Efficient resource-, capacity planning and Time Registration;
Good overviews (for management).
Financial
Typical Sales Processes
LeadSales
ProjectOffer Contract
Typical Challenges:
Getting a grip on your complete Sales processes (workflow);
Keeping good overview over Pipeline;
Keeping track of all Sales input/feedback for the whole organization;
Time Registration of Sales and Pre-Sales effort;
Keeping track of the latest offer to the customer;
Easily transforming the latest offer into a contract / project.
Project
ITSM
Sales
Typical Project Management Processes
Project
Portfolio
Management
Work
Breakdown
Structure
Project
closure &
lessons
learned
Project
Management
Budgeting
Controlling (incl. resource- & capacity planning)
Project
ITSM
Sales
Material Order
Stock
Management
Financial
Typical Project Management Processes
Project
ITSM
Sales
Typical Challenges:
Monitor project portfolio;
Link Project to customer contract (link with what has been sold);
Keeping Project within Budget and scope;
Manage Resource allocation (often shares resources);
Clear view of what Activities (tasks) are outstanding for everybody;
Transfer to IT Operations after project.
Financial
Resource + Capacity Planning
Activity Management + Time Registration
Typical IT Service Management Processes
Service
Request
Management
Incident
Management
Change
Management
Service
Catalogue
Problem
Management
Release
Management
Customer
Satisfaction
Survey Mngt
Availability- &
Capacity
Management
Service Asset and Configuration Management
Project
ITSM
Sales
Event
Management
Financial
Service Level Management
OLA / SLA / UC
Typical IT Service Management Processes
Project
ITSM
Sales
Typical Challenges:
Best Practice Service Management according to ITIL Processes;
Simplify ITIL in a pragmatic way;
For the engineer: clear separation between ITIL Processes and Activities;
Resource -, capacity planning and follow-up;
Time registration is too time consuming and/or too much admin.
Financial
Typical ITSM Financial Management Processes
Charging
/
Billing
/
Credit Pack
Accounting
Material Consumed
Time Entries
Price Per Ticket
Price Per Contract
Price Per Asset
Project
ITSM
Sales
Financial
Project
ITSM
Sales
Export to ERP
Typical ITSM Financial Management Processes
Project
ITSM
Sales
Typical Challenges:
High administration;
Cost elements are forgotten to be cross charged / invoiced;
Lack of synchronization between IT Operations and Billing;
Service manager often need to work both in ITSM and ERP Tool;
Not being able to cross charge each element because it is not available in ERP;
Billable vs non-Billable.
Financial
How can
OMNITRACKER
help you?
OMNITRACKER : Business Service Management
Project ITSMSales Financial
OMNITRACKER Platform (Core)
OMNITRACKER Application
OMNITRACKER : Business Service Management
Project
ITSM
Sales OMNITRACKER Sales Management Application
OMNITRACKER Project Management Application
OMNITRACKER IT Service Management Application
OMNITRACKER ITSM Financial Management ApplicationFinancial
OMNITRACKER : Sales Management Application
Project
ITSM
Sales
Financial
OMNITRACKER : Sales Management Application
FinMits
Project
ITSM
Sales Benefits of the Sales Management Center Application:
Streamline your sales process from lead to order;
Workflow management built-in for each process;
Get a good overview and control of your sales pipeline;
Funneling & reporting & KPI dashboards;
OMNITRACKER : Project Management Application
Project
ITSM
Sales
Financial
Project
Project
Phase
Activity
Time Entry
Travel
Expense
Time
Account
Employee
Master Data
Contract
Budget Control
Planning
Time Registration
Project Management Center 1. Contract / Project layer
• scope definition
• approval process
2. Project-Phase layer
• project structure- and budget planning
• to monitor and to control the project execution
3. Activity layer
• to structure and to define work packages
• to assign resources and
• to do time scheduling
4. Time Entry and Travel Expense layer
• for recording those efforts to process the activities
as well as to record travel expenses
OMNITRACKER : Project Management Application
Project
ITSM
Sales Benefits of the Project Management Center Application:
IT Resources can work on operations (ITSM) and Projects (PMC);
1 centralized resource planning;
1 centralized Time registration (for ITSM, PMC, Pre-sales ...);
Get a clear overview of your running projects;
Enhanced Monitoring of Project Budget and Milestones;
Automatic notifications/escalations to project manager.
Financial
OMNITRACKER : IT Service Management Application
Project
ITSM
Sales
Financial
Service DeskIncident
Management
Request Fulfillment
Event Management
Problem Management
Change Management
Release & Deployment Mgmt.
3rd Party
System
Monitoring
3rd Party
Client / Asset
Management
Self Service
Portal
Phone
Web
Mobile
Social Media
Interfaces
Knowledge Management
Service Catalogue Management
Service Level Management (incl. Contract mngt, SLA & U.C.)
Service Asset & Configuration Management (CMDB)Identity & Access Management (IAM)
Capacity Management Availability ManagementLicense Administration
OMNITRACKER : IT Service Management Application
Project
ITSM
Sales Benefits of the ITSM Management Center Application:
Integrated mature pragmatic ITIL Processes;
Based upon market best-practices;
Configurable Approval flows;
Activity and work order based;
Time Registration;
Reporting to evaluate and improving the processes;
3x user interfaces: Windows-, Web- and Mobile Clients;
Flexible integration to 3th party supporting tools.Financial
Financial Management
OMNITRACKER : Financial Management Application
Project
ITSM
Sales
Financial
ITSM
INPUT CONFIG OUTPUT
Invoicing
ERP
Credit
Pack
Project Management
(Pre) Sales
management
Budget
Budget
Deliverables
Budget
…
Material
Activities
Time
…
Activities Time Contracts Assets …
OMNITRACKER : Financial Management Application
Project
ITSM
Sales Benefits of the Finance Management Center Application:
Focus is Finance Management for Service Providers & Profit Centers;
General flexible Finance Management Model;
Finance configuration via data population (not specific customisation);
Fully automated follow-up of cost elements, generation of billing lines:
Nothing can be forgotten;
Low overhead, once finance configuration is set up;
Integration with ERP tooling.
Financial
Summary of the Presentation
Each Application has its own predefined processes, based upon best-practices, preloaded
(don’t re-invent the wheel);
We want to cover the complete technology department, not pure ITSM.
From strategy to operations.
What‘s in it for you?
What’s in it for you?
ONE platform, avoid data duplication;
Enable Cross Business processes;
Have a good grip on your business processes from start to end;
Efficient resource- & capacity planning;
All applications “Out-of-the-Box” integrated with each other.
Project ITSMSales Financial
Thank you for your attention!
Questions ?
DEMO: booth B155