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Tivoli process automation environment:

Service Catalog Overview

November 2011November 2011

Morten Møllermoellerm@us.ibm.com

© 2013 IBM Corporation

Do you?

Know which services are provided throughout your organization?– Know how many different teams are providing services?– Know if different teams deliver the same (or similar) services ?– Know if they fulfill the services in a similar fashion?– Know if they using the same infrastructure, tools, and processes?– Know if they (equally) successful?

Meet the expectations of your users and sponsors?– Publicize to the users which services are available?– Provide the services in a timely fashion?– Provide the services in a way that the users want to consume?– Meet your SLAs for service provisioning?– Monitoring the process, including changes to the process itself?– Have the right amount of resources allocated to each phase of the process?– Use history to plan and identify problem areas?– Capture user experience through surveys and voting ?

Use the technology to enable service-on-demand?– Enable self-service through a mobile-enabled web portal?– Allow users pick solutions from a knowledge base?– Automatically link to external service providers

Expect to realize monetary or organizational benefits by streamlining and optimizing the service provisioning?

Expect to increase agility and quality by streamlining and optimizing the service provisioning processes?

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Automate, Control, Visualize

To optimize your service provisioning, you must:•Automate•Control•Visualize

the service provisioning process.

•Automate as much of the request, accept, approve, authorize, fulfill, review, close tasks as possible to:• Streamline and homogenize your processes

to make them robust and repeatable• Decrease delivery time• Increase quality and customer satisfaction

•Control the service provisioning process by monitoring andwarehousing history and key metrics. This helps you:

• Meet SLAs with minimal resources• Document and plan resource requirements• Measure and document the effect of changes to the process

•Visualize and analyze the service provisioning process metrics to: • Document your achievements• Identify problem areas and candidates for improvements or automation• Extract lessons-learned

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Agenda

• Introduction to IBM Service Management

• Customer Pain points

• Service Catalog• What is a service catalog?• Service catalog components• Roles, applications & tasks• Shopping user interface• Service Offerings• Service Request fulfillment• Service Catalog Administration

•Enterprise App Store

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Integrated approach to Service Management

Integrated 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

Tivoli Process Automation Engine

Maximo Enterprise Asset

Management

Config, Change and ReleaseManagement

Service Request Manager

Service DeskService Catalog

Tivoli ProvisioningManager

Tivoli EndpointManager

Asset Management for

IT

Common Data Subsystem

TADDM

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Unified solution to improve productivity

• Advanced work management processes

• Flexible and easy to configure, no coding required

• Dashboards and reports

• Multi-customer support

• Based on leading standards-based technology – J2EE, SOA, XML

• Process integration, built from the ground up on ITIL

• Single user interface

• Data integration

• Underlying platform supports multiple products to provide unified solution

Users

Service Desk

Service Catalog

ServiceRequests

CatalogRequests

Shopping RequisitionOrder

ManagementOrder Tracking

OMP/PMPIntegration for

automation

SRM Service Provider Solution

integration

Knowledge Incident Problem Asset/CI

OMP/PMPIntegration for

automation

SRM Service ProviderSolution

integration

Shared Service Center

Typical integrationin custom portal

Supports all types of services: Facilities, IT, procurement, HR etc.

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Customer Pains – if service catalog is not used

• Customers cannot manage Service Delivery effectively. Which “services” are actually being provided

How frequently they are being requested

How satisfactorily they are being fulfilled

Inability to predict future demand for services, so planning for them is weak

End users do not know what services they are entitled to and how to obtain them.

• Operations personnel do not have well defined, best practice, fulfillment processes defined. As a result they fulfill the same requests in different manners.

For IT services that affect critical hardware and software assets, need to tightly integrate Service Delivery with established IT Management processes

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What is Service Catalog?

ServiceIndex

A list of services…

…available in an online catalog…

…which supportsonline ordering…

…and automatedorder fulfillment

• Structured, searchable, database of services available to end users

• Description, service levels, costs, availability, entitlements• Support transaction services and subscription services

• Add orders to a shopping cart, checkout• Order authorization and approval

• Fulfillment/provisioning of transaction/subscription services• Workflow management of manual process steps• Drive automation of IT processes – esp. change and release

Service Catalog (an application)

Metrics/DataProcess Flow

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Examples of Service Offerings published in a Catalog

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IT Services– Password reset

– Request a mobile device

– Request a laptop

– Deploy a server in a datacenter

– Provision my laptop with a specific SW application

– Request a toner to a printer

Enterprise App Store– Request SW license and install on desktop (with authorization

– Request SW install on mobile device

– Request removal of SW and return license to pool.

Procurement and Travel Services

…approval required, optional links to external service providers

HealthCare services

…(links to external service providers)

All services that are available to employees can be published through an online service catalog.

Fulfillment can be AUTOMATED or MANUAL.

Incident and Problem reporting HR Services

– Request for a new employee badge

– On-boarding of new employees

– Off-boarding of employees

– Request salary increase (requires authorization) and tax withholding.

– Changes to personnel and organizational information or status

Facilities services

– Turn on light, adjust temperature

– Book facilities (meeting room, video conference facilities etc.)

– Request catering

– Move my office

– Minor facility requests such as replace my office light bulb, paint my office etc.

– Disposal of dangerous materials

– …

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Service Catalog components in IBM SmartCloud Control Desk

• Roles and Start Centers• Service Definition Templates• Request Workflows• KPIs and Thresholds• Queries and Reports• Escalations and Notifications

Best Practice Content

Shopping UIsService Tooling

• Extensibility • Catalog definition tooling

• Service & Offering definition tooling• Fulfillment Option definition tooling

• Upgrade tooling

• Common Service Requests• Launch to Incident, Problem,

Change and Release• CMDB Integration (CI/Asset selection)

Process Integration

• Shopping Cart• Favorites / Recommended• Search

Order Fulfillment

• Descriptive• Action• Supply Chain

Service Creation& Publishing

Service Ordering“Shopping”

Service OrderManagement

Service FulfillmentService

Monitoring

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Service Catalog - Main Roles, Activities, and Tools

IT Operations Analyst: Complete order planning Work schedule assignment

IT Operations Specialist: Performs work items

ISM Integrations(Change, PMPs, OMPs)

Service OrderApplication

Work Mgmnt Applications

Service Definition Application

Offering Definition Application

Capabilities Application

Catalog DefinitionApplication

Service Designer: Define Services Define Offerings and Catalogs

Service Delivery Manager: Determines delivery plan Determines providers

Service Administration

Operations

UserShopping UI

IT User: Searches for services Submit requests Monitor status SRM Start center

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Key Features of the Self-Service UI

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Entitlement

•Users view only those offerings that they are entitled to

•Users can browse or search for an offering

•Requests are validated before they are submitted

•Shopping Cart

•When a user submits a request, Service Requests are created. Catalog Request represents the cart.

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List of Service OfferingsCart 0 Items

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Customer input when a service is requested!

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Orders in the shopping cart & status

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Service Offerings

The Offering application to design offerings. When you design an offering, think of:

• Job Plans• Validation Scripts• Workflows• Response Plans• Classifications

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• Some offerings may be auto-approved.• Approvals can be specific to each offering.• If needed, approvals can be made unique based

on requester, site, or by any other data in the Service Request.

Service Catalog uses standard Tpae tools for fulfillment:• Response Plans can be used to vary what Ticket Template, Job Plan is applied based on requester,

site, etc.• Workflows, Work Orders can be used for fulfillment.• Reduces learning curve for designers, operators.

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Service Catalog Administration

• Entitlement can be defined using Security Group application.

• The Catalog application s used to design catalogs and append offerings.

• Full SLA function is available for Catalog Service Requests.

• Surveys can be used for Catalog Service Requests to measure user satisfaction.

• Tight Integration with IT asset management & provisioning applications– Reserve items automatically when Work Order is approved.– Automatically provision SW as needed

• Integration: – Service Catalog objects are accessible thru Web Services. For example, customers can develop their own catalog

UIs, if needed.– Service Requests may be shipped to vendor systems for fulfillment.– Using Integration Framework, fulfillment flows may be integrated with management apps.

• Multi-customer support:– Customers may be authorized for one or more catalogs.– Agents may be restricted to submit Service Requests from one or more customers.

• Billing:– Pricing rules may be specified for catalog transactions– Bills can be generated periodically for each customer– Customer can review the bill and raise issues

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Questions?

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Thank You

MerciGrazie

Gracias

Obrigado

Danke

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Tivoli SmartCloud Control Desk:Backup Slides

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Tivoli SmartCloud Control Desk:Enterprise App Store

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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

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Enhanced Self-Service Center

Key features– Hierarchical navigation – Live Chat support– News Pod– Request Status Pod– My Assets Pod24

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

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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 support26

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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).

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Request Fulfillment Runbook Workflow executes

End User

1.) End User Requests Software

2.) Workflow Initiated. Checks License Entitlement.

3.) Automatic or manual approvals based on policy.

4.) Runbook calls TEM to deploy Software

5.) Software deployed to target.

6.) Status & inventory information provided back to TEM.

7.) TEM Software Usage Analysis is loaded into SCCD for license audit

SmartCloud Control Desk

Runbooks

1 2 34

TEM Server

7

56

Asset & CMDB

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

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Request is completed – End user can see visual status

• Approvals tracked explicitly.

• Interim status provided.

• Progress bar indicator provides visual cues.

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