IBM SmartCloud Solutions

© 2013 IBM Corporation1

IBM SmartCloud Control DeskOverview

By

Uffe RasmussenIBM Sweden


Uffe Rasmussen

● Consultant for IBM Global Business Services, Sweden

● 6 years experience in Service Management and IT Asset Management

● Has been involved in the design of OOTB incident process

● Participating in the beta program

● Has developed certification exams

● Run project from multinational customer to customers with 2 service desk agent

● ITIL certifed


SmartCloud Control Desk

● ITIL - Roles and Process● Architecture and integrations● Delivery Models● Install / Upgrade / Migration● SCCD Overview (3 Gui designs)● Self service center

– Service Catalog– AppStore– Chat

● Startcentre ● Applications

– Asset overview– Some Change / Asset / Configuration features– Gui design and features ( 5 sec, Richtext, maps, remotecontrol)

● TPAE / Tool's– Runbook / workflow– Notificationer– Rapportering

● Community / Links

© 2013 IBM Corporation

OGC

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§ All included, no need for extra modules, i.e. Customer Survey module included

§ Strong integration to other IBM and non-IBM tools, ie. Discovery, Monitoring and End Point Management


Architecture § Operating Systems: Windows, Linux (Red Hat or SUSE), Unix (AIX, Solaris or HP-UX)

§ Virtualization Environments: VMWare, KVM, Power/VM, PR/SM, zVM

§ Application Servers: WebSphere, Oracle, Java Runtime

§ DataBases: MS SQL, Oracle, DB2,

§ LDAP: IBM TDS, MS Active Directory

§ e-mail protocols: POP3, IMAP, SMTP

§ Instant Messaging:Build in or integration to: Google Chat, Twitter, Jabber,MS Office communicator, Lotus Sametime,

§ Mobile support: iOS, Android

§ Integration examples:Excel, Flat file, Launch in context, XML documents, HTTP(S) posts, Web Services, JMS transactions, ODBC, Integration tables

25 out-of-the-box Languages

Same solution/technology delivered as SaaS or on-premiss, making switching method very easy....

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Extensive Integrations available Out-of-the-box

Applications for Different DisciplinesApplications for Different Disciplines

Role-Based, Adaptive User Interfaces & DashboardsRole-Based, Adaptive User Interfaces & Dashboards

Asset

Roles, Organization, Sites, Changes, Incidents, …

Asset & Configuration Mgmt DatabaseCI Automation

IBM Tivoli Integration Composer (ITIC)

Configuration Management

Service Catalog &Request Mgmt

Incident Management

Problem Management

Change Management

Release Management

IT Asset Management

License Management

Procurement Management

SRM SRM SRM CCMDB CCMDB

TAMITTAMITTAMITCCMDB

Configuration Management

Service Catalog &Request Mgmt

Incident Management

Problem Management

Change Management

Release Management

IT Asset Management

License Management

Procurement Management

SRM SRM SRM CCMDB CCMDB

TAMITTAMITTAMITCCMDB

Common Runtime & Services

Workflow, Notification, Escalation, Security

IBM SmartCloud Control Desk

Computer Telephony SystemsGenesysGenesys

CiscoCisco

JTAPIJTAPI

Third Party Service Desks

HP Service Manager

HP Service Manager

BMC Remedy

BMC Remedy

SAP Solution ManagerSAP Solution Manager

MonitoringSystems

OmnibusOmnibus

Netcool ImpactNetcool Impact

TBSMTBSM

Development & Runtime Systems

RationalTeam

Concert

RationalTeam

Concert

RationalClearQuest

RationalClearQuest

Email-drivenTicketing Business Partner Integrations

Alarm PointAlarm Point Infrared 360Infrared 360

Provisioning Tools

TPMTPM

Tivoli Identity MgrTivoli Identity MgrSecurity Mgmt Tools

Instant Messaging

LotusSametime

LotusSametime

Google ChatGoogle Chat

MicrosoftOffice

Communicator

MicrosoftOffice

Communicator

JabberJabberTwitterTwitter

Discovery Tools

TAD4DTAD4D TAD4zTAD4z TADDMTADDM

CentennialCentennial

AltirisAltiris

Microsoft SCCM & SMSMicrosoft SCCM & SMS

ITNMITNM

TEMTEM

Assets and InfrastructureAssets and Infrastructure

Production Distribution PeopleTransportation Facilities

Virtualized & Heterogeneous InfrastructureDiverse Assets

SecurityVoiceStorageSystem NetworkApplications InformationTechnology

Assets and InfrastructureAssets and Infrastructure

Production Distribution PeopleTransportation Facilities

Virtualized & Heterogeneous InfrastructureDiverse Assets

SecurityVoiceStorageSystem NetworkApplications InformationTechnology

RationalAsset MgrRational

Asset Mgr

IDMLFrommany

products

WebSphereService Registry

& Repository

WebSphereService Registry

& Repository

Third Party Tools

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License Mgmt

IBM Passport Adv (PPA, PPz)IBM Passport Adv (PPA, PPz)


IBM SmartCloud Control Desk

Multiple Packages

SmartCloud Control DeskEntry Edition

Simple Service DeskInexpensive entry price

Simplified UI / workflows


Full ISM Suite withService Request Mgmt

Service DeskService CatalogChange Mgmt

Configuration MgmtRelease MgmtIT Asset Mgmt

Procurement MgmtLicense Mgmt

SmartCloud Control DeskService Provider Edition

Support multiple clients IBM Cloud On-PremiseUsers & Tools

VPN Tunnel

SaaS(on IBM Cloud)

Virtual MachineImages

Enterprise(custom)

Install

BusinessPartners Providing

SaaS

Customers

Multiple Delivery Models


Update / Installation


Migration

● Integrated Migration engine● Snapshot or Record● Release control● From Development – Test – Education - Production

Development Test Education Production










Three front-ends in one

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SelfService

StartCentre

Application / Module


Self Service Center

• Key features– Hierarchical navigation – Live Chat support– News Pod– Request Status Pod– My Assets Pod


Service Catalog

• Key Features– Service Catalog cover any request– from ”support need”, ”app store, ”office supplies”,

”travel requests” etc.– Rich text thoughout the solution– (paste in screen shots into text fields)– Integrates to intranet (Open Source)


Market Trends: Internal Enterprise App Store• End users comfortable with

using AppStores provided by companies like Apple, Google, Amazon.– Browse applications– View comments and ratings– View pricing– Click to purchase– Automated deployment to target device

• Enterprises want to provide a similar experience for internal apps – but have additional requirements– SW license management– Integration with procurement– Chargeback– Policy enforcement

• Enterprises also have broader requirements for– Apps for multiple platforms

• Windows, Mac, Linux– Device types

• Laptops, desktops, servers, mobile

• A total enterprise view requires support for an “Electronic Software Store” - not just apps – but also virtual machine requests, OS requests, storage requests

• Enterprises also have to provide support for users if they run into issues– Solutions knowledge base– Help desk– Live chat


Provide an Internal Enterprise App Store with Integrated License Management, Automated Deployment, Cost Accounting & Chargeback


Provide an Internal Enterprise App Store with Integrated License Management, Automated Deployment, Cost Accounting & Chargeback

• Key features– Overview (with full rich text support)– Comments and Ratings– Fulfillment time view– Order form– Pricing support


Get more Social! Comments and Ratings

• Key features– Summary of individual ratings is calculated and displayed– User comments are displayed.– A user can rate the offering directly from the offering dialog, or from the service

request status (after fulfillment).


Request Fulfillment Runbook Workflow executes in SCCD

End User

1.) End User Requests Software2.) Workflow Initiated. Checks License Entitlement. 3.) Automatic or manual approvals based on policy.4.) Runbook calls TEM to deploy Software5.) Software deployed to target. 6.) Status & inventory information provided back to TEM.7.) TEM Software Usage Analysis is loaded into SCCD for license audit


Runbooks

1 2 34

TEM Server

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56

Asset & CMDB


End-user receives popup on their desktop that TEM is installing the software


Request is completed – End user can see visual status

• Approvals tracked explicitly.

• Interim status provided.

• Progress bar indicator provides visual cues.


Live Chat – Available Out-of-the-box

• Allows end users to chat with a service desk agent directly instead of opening a ticket or calling the helpdesk.

• Capabilities– Allows a user to open a chat session directly with an agent– Allows an agent to accept a chat from a chat queue and respond – Chat transcripts are stored in the ticket– Supports clustering for scalability

• Administrative capabilities– Manage live chat queues– Indicate agent availability to accept chat sessions


Startcenter - Improved Look and FeelLeveraging IBM One UI Guidelines

• New style sheets • Simplified Presentation• Navigation Improvements (fly-out)


§ Role based tabs and associated portlets(display tabs for each role, based on user rights)

§ Option for user to self-configure (based on user rights)

§ Lists (sort, filter, color code)– Graph toggle option on lists– Launch to tickets from graph

§ Inbox allow initiate process directly from the list

§ KPI guage portlets(display multible KPI’s in one portlet)

Startcenter










IT Asset Management Capabilities

Asset Management• Software Asset Management• Hardware Asset tracking • Installs, moves, adds, changes • Reconciliation/Audit• Extend beyond IT

(data center facilities, power, etc.)

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

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

Service Management• Support service desk with asset

configuration data• Service Impact Management

Contract Management• Contract Terms & Conditions• Notifications• Software Contracts

License Management• Full Lifecycle support• Multiple License types supported• Audit Ready Reports

Financial Management• Purchase/Lease Cost Tracking• Work/Service Cost Tracking• Usage Accounting • Total Cost of Ownership IT Asset

Management

Easy Configuration• UI, dashboards, KPIs, reports• Process workflows with alerts &

escalations • New applications

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Understand the logical (digital) topology of the infrastructure inside and outside the data center

Logical topology from external cell relays to internal business applications.

Overlays of “caution” icons indicating open incidents on particular nodes


Change WindowsBlack out periodsChange Implementation Schedule

Automated Change Scheduling - Tasks, People, CI windowsSchedule Conflict Detection

Schedule Visualization

Resource Constraints

Chart

Predecessor constraint indicator

View entire Change and individual tasks

for that Change

Agents / Managers

With Role-based UIs

(e.g. Incident Analyst, Change

Manager)

Scheduling – Subject to multiple constraints

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A Picture is Worth a Thousand Words!Improving usability by studying human cognitive architecture and processing

• Color visual processing has been evolving for more than 540 million years since the lower Cambrian period.• Fast visual processing was critical for the survival of the species.• The brain has evolved neural structures that allow fast parallel processing and cognition.

• Language processing systems started developing in Homo Sapiens about 200,000 thousand years ago.

• Relies on serial cognitive processing which is more time consuming for comprehension and cognition.

How can the service desk agents process tickets faster?When they open a ticket, how can they understand its main intent within 5 seconds?

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Understand a ticket in 5 seconds!

• Visual header representing key information for different types of records– Service request, Incident, Problem, Change, Release– Unique progress map per record type

– What is it about?– Where is it at? (progress)– Who owns it?– When is it due?

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At-a-glance Headers

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Understand and analyze geographic distribution of incidents

Search and Analyze by Incident Priority or Zip Code

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View informational overlays

View information overlays combining map data with SCCD data about the ticket and the resource.

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See the street view of the facility with the incident










Tooling

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§ Powerfull admin tools open and supported for all customers at no additional cost

§ Graphical GUI Editor + Advanced database configurator

§ Graphical workflow designer

§ Run book automation scripts

§ Simple and Advanced Integration – i.e Excel, Flat file, Launch in context, XML documents, HTTP(S) posts, Web Services, JMS transactions, ODBC, Integration tables or utilize the free integration platform!


Runbook Workflow Library and Automation Action Library

Workflow Library

Automation Action Library2

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Service Desk Scenario1

2

3

Agent is assigned a new incident

Agent accesses the incident record

Agent opens Automation tab on the incident

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Agent invokes one or more Runbooks to collect information

Ping

ProcessInfo

CollectLogs

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Service Bulletins – Creating a Bulletin


Service Bulletins – Incident Result

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Service Notices

41March 25, 2011

• Extends the Bulletin Board application to allow dynamic presentation of a warning message during ticket creation based on certain criteria that may be entered in the ticket.– Asset, Location, Configuration Item, or Customer can all trigger an automated Service Notice


150+ reports delivered

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Reports – 150+ delivered Out-of-the-Box

External Report Integration

V75 Reporting

Open Database Platform

BIRT

Integration

Tivoli Common Reporting

Embedded Externalized

Cognos Reporting 8

Direct Integration TCR Indirect Integration

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• SLA Compliance Reporting• Auditing and Reconciliation• Average time to close incidents• Average cost per incident• Incidents by customer

•1st contact resolution•Average days to complete change•Changes with schedule conflicts•Warranty assets due•Survey results


A Mature technology

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§ Free portal for posting enhancement requests and vote for existing requestshttp://www.ibm.com/developerworks/rfe/execute?use_case=tutorials

§ Free enablement video’s (currently more than 30)http://publib.boulder.ibm.com/infocenter/ieduasst/tivv1r0/topic/com.ibm.iea.srm/plugin_coverpage.html

§ Training roadmapshttp://www-304.ibm.com/jct03001c/services/learning/us/pdfs/roadmaps/sccd_7.5.pdf

§ Eco-system with free content– User Group http://tivoli-ug.org/

– IBM wiki’s– IBM suport tips / tricks and field guides

http://www-947.ibm.com/support/entry/portal/overview//software/tivoli/ibm_smartcloud_control_desk

– IBM redbooks http://www.redbooks.ibm.com/portals/tivoli

– IBM developer newshttp://www.ibm.com/search/csass/search/?q=SmartCloud+Control+Desk&dws=dw&ibm-search.x=-1010&ibm-search.y=-269&ibm-search=Search&sn=dw&lang=en&cc=US&ddr=&en=utf&lo=en&hpp=20

http://www.tdi-users.org/twiki/bin/view/Integrator/LearningTDI

– User community driven internet siteshttp://maximotimes.com/

§ Free Beta-program praticipation

http://www.ibm.com/developerworks/rfe/execute?use_case=tutorials

http://www-304.ibm.com/jct03001c/services/learning/us/pdfs/roadmaps/sccd_7.5.pdf

http://tivoli-ug.org/



http://www-947.ibm.com/support/entry/portal/overview/software/tivoli/ibm_smartcloud_control_desk

http://www.redbooks.ibm.com/portals/tivoli

http://www.ibm.com/search/csass/search/?q=SmartCloud+Control+Desk&dws=dw&ibm-search.x=-1010&ibm-search.y=-269&ibm-search=Search&sn=dw&lang=en&cc=US&ddr=&en=utf&lo=en&hpp=20

http://www.ibm.com/search/csass/search/?q=SmartCloud+Control+Desk&dws=dw&ibm-search.x=-1010&ibm-search.y=-269&ibm-search=Search&sn=dw&lang=en&cc=US&ddr=&en=utf&lo=en&hpp=20



http://maximotimes.com/









Date post:	05-Dec-2014
Category:	Technology
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