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Day 2 - ITSM - Maximo ITSM Product Suite by Francois Marais

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Maximo ITSM Product Suite Francois Marais
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Maximo ITSM Product Suite

Francois Marais

What do we mean by Maximo Service & IT Asset Management (ITSM)?

MAXIMO and TIVOLI• Traditional Maximo Service desk (ITSM)

– NOW! Tivoli Service Request Manager TSRM

• Maximo IT Asset Management– NOW! Tivoli Asset Management for IT TAMIT

Add On:– Change Management– Service Level Management– Contract & Procurement Management– Auto Discovery of Configuration Items (CI’s)

• NEW! CCMDB

Maximo – A Unified Platform to align IT with the Business Goals

Maximo enables IT organizations to manage, on a unified platform, the critical IT business processes require to deliver the services at the appropriate cost

BusinessGoals

Alignment

Metrics

Commitments

Agreement

Measurement

Key Differentiators of TSRM &TAMITService Catalog

A clearly defined catalog of Services

Can associate and view associatedAssets, Tickets, Changes, SLA’s

A foundation of the ITIL framework

Resource Mgmt, Scheduling, and Costing data are core elements

Ability to tie expenses to a GL Account

Purchasing & Receiving included & integrated

Robust Contract Mgmt

Business Oriented Approach

Configuration Mgmt

Robust configuration hierarchyComponents and sub-assemblies

Item Masters with specifications

Acceptable alternates

Native KPI graphs and KPI lists

Graphical results lists

Can “drill” into graphics for underlying data and histograms

Situational awarenessDelivers proper information to the right person, the way they need to see it

Executive Dashboards

IntegrationMaximo Enterprise Adapter (MEA)

Product Integrations to multiple ERP versionsStandards based integration frameworkE-mail based integrations for rapid assimilation to Network Management Systems and other IT infrastructure tools

Maximo FusionOut of the box adapters to leading auto discovery tools

Complete IT Service Management Solution

Only system with the ability to draw a circle around ALL your assets and connect them through a unique service management approach

Unified Platform

ArchitectureBuilt on J2EE Standards

SOA and Web Services for interfaces

HTML for user interface

XML for messages and configurations

Graphical Workflow & Escalation Design

Custom Business Rules

Support for process standardization with variation and revisioning.

Business Process Mgmt

Key Differentiators of TSRM & TAMIT

Incident

Problem

Change

Release

Configuration

CMDB

IncidentsGlobal Issue

Failure Reporting

ProblemsKnow Errors

Solutions

ChangesJob Plans

ReleasesDependency

Projects

CI’sRelationshipsItem Master

Systems

Service Request

Work LogCommunications

Maximo ITIL Compliance

• Overlying principle…help the requester help themselves thereby raising the level of service provided to the customer

– Submit SR– Review and add to existing SR’s– Search Solutions for self help– Single point of contact and reference with the Service Providers

• Activities

– Search Solutions / FAQ and request service– Status and updates via email

• Interacts with

– Incident and Change Management (underpinned by SLA)

Self Service

“Access to solutions for quick identification of possible resolutions before requesting service”

Incident Management“Restore Service As Quickly As Possible”

• Easily capture and classify issues with a consistent process to– Promote and resolve new tickets (investigation/diagnosis)– Process incident for all IT resources with common or critical impacts to

resolve deviation from expected behavior (business service impact)

• Activities– View New Incidents – Work View– Quick Entry – auto-fill, templates– Time tracking / Promotion & Relation of tickets– Easily Accessible and Configuration

• Communication Templates• Interactive Workflow

• Interaction with– Problem and Change Management (underpinned by SLA)– Visibility of CI (Authorized/Deployed and Reconciliation results)

Problem Management“Find the root cause, prevent tickets”

• Prioritize processing for appropriate use of resources by proactively identify and resolve problems (problem and error control)

– Classify and document workaround/resolution (global issues)

• Activities

– Escalate or promotion of incidents (directly or based on trending analysis)– Promote to change as indicated by known error solution

• Interacts with

– Change and Release Management (underpinned by SLA)– Visibility of CI (Authorized/Deployed and Reconciliation results)– Access to IT asset details/processes (user/location information, IMAC,

Contracts, Procurement), and work order management (skills, labor, tools, materials)

Change Management

• Standardize and increase velocity of changes (decreasing the detrimental impact).

– It is about a controlled and understood process that includes 1 or many stages of planned modifications to the IT infrastructure inline with the supporting business goals

• Activities

– Overall view of tasks and resources – identify, assess and classify RFC– Affected organizations/locations/CI’s – planning and scheduling– Approvals and asset updates – implementation reviews

• Interacts with

– Incident (underpinned by SLA)– Visibility of CI (Authorized/Deployed and Reconciliation results)– Access to IT asset details/processes (user/location information, IMAC,

Contracts, Procurement), and work order management (skills, labor, tools, materials)

“Plan and control implementations”

Release Management“Manage hardware and software roll-outs”

• Management of authorized versions or configuration of assets into a production environment

• Activities

– Identify and Classify Releases and dependencies (hierarchical)– Planning and Scheduling of Rollout– Manage and control the release cycle through workflow and the update of the

CMDB– Release policies– Release design– Build procedures– Files for release

• Interacts with– Hierarchical interacts with Change and Incident Management (underpinned by

SLA)– Visibility of CI (Authorized/Deployed and Reconciliation results)

Configuration Management“Maintain the operational and configuration state of the IT infrastructure”

• Management of the authorized and deployed aspects of IT infrastructure elements, both from the CI and the Asset disciplines

• Activities– Control and Planning– Verification and Auditing– Maintenance and Status– Cost Control– License management – Use and Service Support

• Interacts with– All processes

One more key concept…ITIL does not include the words “ASSET MANAGEMENT”

IT people focus on “Configuration Items” (CI’s) that are stored in the Configuration Management Database (CMDB). Think “Rotating Asset” – an Asset that has a profile with standard attributes. Not consumables (spare parts).

ITIL Definitions

CI: Component of an infrastructure, that is under the control of Configuration Management. CI’s may vary widely in complexity, size and type, from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component.

CMDB: A database that contains all relevant details of each CI and details of the important relationships between CI’s.

FINANCIAL

Purchase price

Vendor

Depreciation and tax information

How do we define corporate IT assets ?

• IT asset management is the cohesive merging of the physical, financial and contractual attributes of IT assets to:

– Manage assets cost-effectively– Minimize liability and risk associated with the assets– Facilitate effective planning and budgeting16

CONTRACTUAL

Lease terms

Warranty information

Software license terms

PHYSICAL

Hardware information

Software information

Location, user, cost center

IT Asset Management Lifecycle

• Procure based on standards• Create and route purchase orders• Use catalogs• Integrate with ERP systems

Service Mgmt

Asset Mgmt

Procurement

Work Mgmt

Contract Mgmt

MaximoIT Asset

Management

Asset Discovery

• Asset tracking • Installs, moves, adds, changes • Reconciliation/Audit• Extend IT AM beyond computing resources (data center facilities, power, etc.)

• Work planning and scheduling• Skills, labor, and inventory management• Service plans and cost management

• Contract Terms & Conditions• Notifications• Software Contracts • License Compliance

• Desktop Discovery• Server Discovery• z Platform Discovery• Software License Usage• Deep Network Device Discovery• Storage Device Discovery

• CMDB• Support service desk with asset configuration data• Service Impact Management

Financial Mgmt

• Budgets **• Purchase/Lease Cost Tracking• Work/Service Cost Tracking• Usage Accounting • Total Cost of Ownership**

** plan line item

Procurement Management

• End-user self service applications

• Primary functions include:– Request For Quotations (RFQ’s)– Purchase requests– Purchase orders– Asset receiving and registration– Purchase catalogs – Invoices– Terms and conditions templates

• Supports e-business transactions (with optional E-commerce Adaptor)

ProcurementManagementProcurementManagement

Contracts Management• Primary functions include:

– Master Contracts– Purchase agreements– Lease/rental agreements– Software contracts– Warranty contracts– Labor contracts– Payment schedules– Terms and conditions templates

• Unified with ITSM and ITAM life cycle management functionality

ContractManagement

ContractManagement

Inventory Management• Primary functions include:

– Item Masters– Service Items– Stocked Tools– Issues and transfers– Stockrooms – Inventory levels of assets and items

• Support Asset receiving (from procurement)

• Support Items and Assets cost distributions (for financial management)

• Support asset replenish processes

InventoryManagementInventory

Management

SLA’s Primary Functionality• Supports management of Service Catalogs

– What Services are being provided?– What assets make up and/or are targeted by the Service?

• Service Level Agreements (SLAs)

– What are the Commitments that are in place with the Customer (internal or external)?

– What processes should be monitored and what preventive countermeasure escalations are associated?

– How do SLAs relate to one another?– What is my performance related to SLA compliance?

• SLAs can be applied to any record in TSRM• Unified with all service processes and TAMIT• Leverages MXES escalation, notification, and workflow engines• Proactive monitoring of business commitments via KPI’s

SLAManagement

SLAManagement

SLA application use…“encapsulate the business goals as they apply to the IT infrastructure, to ensure that critical business services are maintained and improved over the duration of these agreements.”

SLA must be:

• Reasonable• Appropriate• Measurable• Achievable• And incremental

Service Level Management

CMDB• itSMF defines CMDB:

“All detail and relationship information about Configuration Items (CI’s) should be held in a single place. This single repository of information will be accessed across the Service Management processes and is a major driver of consistency between the processes”

• By definition, the TSRM Database is IBM’s CMDB. All ITSM processes (as well as TAMIT and Work Order Management processes) “access” the same and only repository in the TSRM & TAMIT suite

• Also by definition, TAMIT manages all CI definitions and their relationships in the Maximo Database

CMDBCMDB

CMDB• All asset details

– Users, custodian, location, relationships, manufacturer

• Contracts– Software contracts– Hardware leases & warranties

• Procurement details and annual costs• Service history• IMAC• Downtime/Availability• Etc

CMDBCMDB

• Identification, Assessment and Authorization

• Classify Solutions (FAQ, Known error, work-round, solution, knowledge)

• Maintenance of knowledge through the use of workflow

Ties to other processes:- All processes are tied into Knowledge

Knowledge base

• No specific Availability Application (out of the box)

• Meters used to record specific Availability measures, such as downtime.

• KPIs used to calculate service level Availability metrics

• Escalations and Workflow used to monitor and proactively notify

Availability Management

Configuration

• Screen Configuration– Personalization

• Start Center• KPIs

– Multi-language• on one MXES

instance!

• Business Process Configuration

• Database Configuration

Business Process Automation• Workflow and monitor any

Maximo object– Escalate

• Monitor and escalate anycondition

– Route• Process workflow• Multi-level approvals

– Interact• Context-based

interactions• Input driven screens

Integration

• Maximo Enterprise Adapter– Integrate any Maximo object– Dynamic Web services– Pre-built integration points

• Assets, Locations, Work Orders, Service Requests …

– Pre-built integrations to• SAP and Oracle

• Maximo Fusion now IBM Composer– Integrate Asset Center with any IT asset discovery

tools– Pre-built integrations to:

• SMS, Altiris, Radia, Tivoli…

Drag-n-Drop Workflow Designer

Object Definitions easily modified

Easy to use Application Designer

Asset Management

Work Mgmt Incident

Problem

Materials Mgmt

Procurement

Change

Release

Configuration

Safety

Cost Planning & Scheduling Resource Management Preventative Maintenance

Contract Mgmt

CMDB

PR’s, PO’sRFQ’s

InvoicesReceipts

InventoryThresholds

ToolsStoreroomsConditions

LeasesWarrantiesPurchase

LaborMaster

Work OrdersActivitiesJob Plans

IncidentsGlobal Issue

Failure Reporting

ProblemsKnow Errors

Solutions

ChangesJob Plans

ReleasesDependency

Projects

CI’sRelationshipsItem Master

Systems

Production Assets IT AssetsFacility Assets Transportation Assets

Service Request

Work LogCommunications

Service Management

Service Catalog SLA’s OLA’sService DeskSelf Service

HazardsPrecautions

Plans

Rep

orti

ng

and

Gov

erna

nce

The Business: (Missions, Goals, Customers, Users)

Tivoli Service & Asset Enterprise Suite

Questions?


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