presentation

© 2008 IBM Corporation

IBM Tivoli Service Request Manager 7.1Overview

May 2008May 2008

© 2008 IBM Corporation2

IBM Tivoli Service Request Manager Overview

Agenda

Introduction to IBM Service Management

Service Request Manager

– Service Desk Component• Customer Pains

• Value add

• Feature/Function/Benefit

• Competition

– Service Catalog Component• Customer Pains

• Value add

• Feature/Function/Benefit

• Competition

– Licensing Model

– Analyst Comments

– Why IBM Service Management solution is unique?



Integrated approach to Service Management

IBM Process Automation Platform

Process Artifacts•Related to CIs and

Assets

•Process Definitions

CIs

•Attributes

•Relationships

•Configuration Data

Assets

•Attributes

•Relationships

Enterprise Asset Management

Asset Management for IT

Service Request Manager

Change & Configuration Management Database

Common applications | Common workflow | Common reporting | Common User Interface

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



Service Desk

Users

Requests for new Services

Self-service capabilities

Requests for service on existing Services

Break/fix, how-to, incident identification

Service Catalog

Service Request

IBM Service ManagementIBM Service Management

Operational Management

Service Management Platform

Process Management

Best Practices

• Single point of service for all end-user requests: break/fix and new orders.

• Integrate problem remediation and order fulfillment workflows

• Extend services beyond IT services as necessary

Integrating Service Request Management



Unified solution to improve productivity

Users

Service Desk

Service Catalog

ServiceRequests

ServiceRequests

Shopping RequisitionOrder

ManagementOrder Tracking

OMP/PMPIntegration for

automation

SRM Service Provider Solution

integration

Knowledge Incident Problem Asset/CI

•Advanced work management processes•Flexible and easy to configure, no coding required•Integration with CCMDB, TEC & other OMPs•Multi-customer support•Based on leading standards-based technology – J2EE, SOA, XML

•Process integration, built from the ground up on ITIL •Single user interface•Dashboards and reports•Data integration•Enterprise asset management integration

OMP/PMPIntegration for

automation

SRM Service ProviderSolution

integration

Service Request Manager 7.1



Service Request Manager Service Desk 6.2.1 & 7.1



How Can I:– Improve service level while keeping cost down?– Improve the productivity of my service desk

agents?– Address incidents according to urgency and

impact to the organization?– Resolve an incident quickly and restore the

service?– Identify troublesome hardware & software?– Rate how satisfied my users are?– Assess the business impact of the tickets?

Customer Pains



What is the value add to the customer?

Align IT operations and your business with service level management

Help optimize productivity of service-desk personnel through built-in problem solving tools

Streamline ITIL-based incident and problem management processes for more rapid service restoration

Maximize IT infrastructure stability and availability through integration with Operational Management Products (OMPs)

Automatically assign priority based on urgency and impact

Measure the satisfaction of end users through built-in surveys

Accelerates time-to-value through out-of-the-box workflows, reports, queries, templates etc.

Tightly integrated with Asset Management products and Change & Configuration Management Database (CCMDB) product.

Flexible, easy to configure/customize and no coding is required

Configurations are kept intact when upgrading



Service Desk 6.2.1 – Key Features / Benefits

Incident and Problem Management

Powerful visual workflow and escalation enable quick resolution

Self Service Allows users to proactively address their own issues reducing calls

Solutions Built-in, searchable solutions database enables agents to resolve issues faster, improving first call resolution rates.

Role-based KPIs Support staff, managers or executive can monitor role-based KPIs in an easy to configure, intuitive graphical display.

Interactive action based workflows

Guide users through a process or activity based on the context of data entered, reducing training requirements, promoting ease of use and greater accuracy of information.

Escalation management Ensures proper management of resources to achieve service levels. Proactively monitor conditions and send notifications from prompt action.

Configuration tools Flexible configuration tools for database configuration and applications design enabling users to easily and quickly configure the UI, dashboards, KPIs, reports and more on the fly.



Service Desk 6.2.1 – Key Features / Benefitscontinued

Work Management Work Management to deploy the right personnel with the right skills at the right time.

Dashboards Real-time dashboards provide actionable information and identify potential problem areas, enabling support to take appropriate corrective actions before critical services are adversely affected

Email Listener Efficiently processes inbound emails into service requests streamlining service desk operations and increasing user satisfaction

Ticket Templates Saves time by pre-populating work order fields with information found in the service request

Bulletin Board Provides real-time message display



Service Request Manager – Service Desk – Introducing 7.1

Service Desk

Remote Diagnostic Tools

Event Generators Knowledge Bases Other Service Desks Telephony (CTI)

Drag-and-Drop Integration Toolkit

TECNetView on Z (Opal)

Omnibus (Opal)

RightAnswers

Future KBs

HP Service CenterInfoman (Opal)Co-existence

&

Conversion Tools

Roles and Start CentersTicket templates

Incident / Problem WorkflowsKPIs and ThresholdsQueries and Reports

Escalations and Notifications

Best Practice Content

Common Service RequestsChange integration

CMDB Integration (CI selection)

Process Integration

Genesys

ToolingExtensibility, upgrade tooling

Select usability enhancements includingBulletin board and Knowledge Mgmt.

Survey management

OMP Integration

Tivoli Monitoring IntegrationNetCool Integration

Tivoli Identity Manager IntegrationLotus Sametime



CMDB Integration

Actions available from the detail menu associated with CI field on a Ticket

Goto CI Launch to the CI App and return to the Launching Service Desk Record

View CI Details Discovered Details Associated with the CI

View Related CIs Displays current CI relationships

Displays historic CI relationships



CMDB Integration within Incident Management



Integration to Change Management Support for whatever level of

change process maturity suits the customer– Basic Change management

– Change management with Asset management

– Change management with Asset and configuration management

Integrated Change management unique capabilities include– Integration with the Service desk provides incident management the ability to see what has changed.

– Create an RFC from Incident or Problem management one tab away

– Identify and record business and technical impact analyses for changes and releases

– Integration with external change management systems / service desks

– Change types can be created to support common changes Minor , Significant, Major and Urgent change requests (each with different tasks/flow)

– Change implementation schedule identifies tasks and task conflicts to help minimize unforeseen change collisions

– Out of box process, includes task aligned to roles, an included RFC application, change templates for changes such as change, standard, emergency, a change impact analysis application, CAB reports, Change Calendaring, and automation for change implementation

– Standard change, server provisioning, patch deployment, emergency change, …



Reduce Technical Support Cost

– Higher 1st Call resolution rates

Increase employee productivity due to downtime minimization

Increase the quality of helpdesk service by significantly improving response times

Higher Customer Satisfaction by providing timely quality customer support to end users

Maintain audit record of the Remote Control session

Remote Diagnostics



TSRM V7.1 - Service Level Management

Define the commitments that are in place with the Customer

Identify the processes that must be monitored and what proactive preventive countermeasure escalations are associated in order to meet the commitments

Measure performance related to SLA compliance



TSRM V7.1 - Knowledge Management

Structured representation of formal knowledge

– Symptoms/Cause/Resolution

– Grouped under well-defined classifications



TSRM V7.1 - Knowledge Management…contd

Accessible to both service desk agents & end-users

Quality control of contents through formal review process

Content relevancy & ranking based on end-user feedback

Supports knowledge content import from internal and external Knowledge bases

Keyword search

• Search enabled through Lucene open source search engine

Multi-lingual search

Enhanced ranking of search results

Ability to associate searchable keywords to solution content

View Tracking

Utility Tracking

User ranking and feedback mechanism

Ownership

Process to add content to the knowledgebase

Ability to attach documents to the solution content• search attached documents



TSRM V7.1 – Tools Integration Out-of-the-box Integration Toolkit

– Supports integration with IBM & non-IBM products– Greater control & flexibility in passing information (enabled via TDI)

– Computer Telephony Integration (CTI) with Genesys

Out-of-the-box integrations with• CCMDB 7.1 to assess business impact• Asset management products (TAMIT & MAM) for asset visibility• Tivoli Monitoring tools through TEC & Omnibus

– Tivoli Monitoring for distributed platforms– Netview for zOS for host platforms

Tivoli Netcool Impact for event enrichment

Tivoli Identity Manager for password reset by end-user & agent

Integrated out-of-the-box remote diagnostics of desktops & servers

Integration for instant messaging through Lotus SameTime

Service Provider Solution for multi-customer support

Integration with Tivoli Workload Scheduler 8.x

HP Service Center for service desk coexistence



Alternative multi-threaded mode of communication

Chat sessions are recorded and stored in the ticket’s Comm Log

Instant Messenger Integration



Computer Telephony Integration

CTI is prevalent in Service Desk operations.

TSRM 7.1 (Service Desk) integrates with Genesys CTI & IVR product Additional CTI Adapters/Plug-ins for other vendors such as

Cisco will be provided in subsequent releases Enables data collected from the telephone systems to be used

as input data to query databases with customer information and populate that data instantaneously in the customer service representative screen.

Net effect is the agent already has the required screen on his/her terminal before speaking with the customer.



Author and distribute customer surveys

Automatic distribution of a Survey via email to a specific user

Automatic distribution of a Survey via email to all users in the system over a cyclical time period

Agent can also conduct a telephone Survey with the end-user and record Survey responses

Reporting based on survey results.

Customer Survey



Service Desk Content ITUP-standard Process Flows and Roles

Incident and Problem Management ITIL V2 & V3

New Reports (tbd) Total numbers of Requests

Requests Completed/closed and incomplete sorted by state, priority, impact or urgency

Mean elapsed time to achieve Request completion Sorted by impact code SLA Compliance Status

Percentage of Requests handled within agreed response time (Request response-time targets may be specified in SLAs, for example, by impact code)

Average cost per Request

Percentage of Requests closed by the Service Desk without reference to other levels of support;

Requests processed per Service Desk workstation;

Number and percentage of Requests resolved remotely, without the need for a visit.



Service Desk Content Security Groups to support ITUP roles

Role Related Start Centers for each process

ITUP Expert Process Advice Available from Role Related Start Centers

Escalations Automate Acknowledgement Process Automate Solution Sending Automate Ticket Close Automate Communications to Reported by / Affected By

Communications Templates Roles

Role to resolve to all members of an ownergroup Used to notify members when a ticket is assigned to their group



IBM Tivoli Service Desk – Competitive Differentiators

IBM Tivoli Service Desk offers: Unlike Competitive Products:

An integrated solution for all asset and service management

Unable to manage all asset classes in the enterprise along with integrated service management from a single platform

Flexible, easy to configure, no coding required Customizations require development coding work and are not done on the fly

Upgradeability: configurations are kept intact when upgrading

Customizations do not upgrade, upgrades require a rip-and-replace of the system

Based on leading standards-based technology: web-architected platform built on J2EE with advanced business process management, based on SOA, web services and XML

Based on older, proprietary technology, that does not integrate well

Built from the ground-up on the ITIL framework Retrofitted to align with ITIL

Key competitors

HP / Peregrine, BMC / Remedy and to lesser extent CA Unicenter



Service Desk – Messaging Summary

Designed ground-up on the ITIL framework to support ITSM processes…

• built with inherent support for Incident, Problem, change, configuration and release process management

• part of a single platform that combines asset and service management

A service desk solution that …

• closely aligns IT operations and the business

• improves IT service support performance

• is used to manage any type of critical enterprise asset, lowers cost of ownership

Offers unique capabilities for …

• ease of use with role-based user interface, configurable KPIs and real-time dashboards

• business agility with flexible tools for database configuration, application design, notifications/escalations and enterprise integration

• powerful workflow to drive critical business processes

• work management enabling efficient planning and assignment of skilled personnel & resources

Web-architected platform built on J2EE with advanced business process management; based on SOA, web services and XML



Service Request Manager Service Catalog



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 don’t have well defined, best practice, fulfillment processes defined so 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

Customer Pains



What is the value add to the customer? Align IT operations and your business with service level

management

Provide flexibility to your internal customers to shop for published IT service offerings through service catalog

Configure the visibility of service offerings based on location and departments

Ensure repeatable and consistent service delivery process

Automate the service fulfillment process thereby reducing service delivery cost

Measure end user satisfaction through built-in surveys and track the trends

Assign and track SLA compliance to your service request/requisitions

Associate cost to your IT service offerings and manage consumption



Service Catalog means different things to different customers

ServiceIndex

A list of services…

…available inan online catalog…

…which supportsonline ordering…

…and automatedorder fulfillment

Metrics/DataProcess Flow Service

Level Mgmt.IT Financial

MgmtIT Mgmt

DashboardsGovernance Demand Mgt

• 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



Service Request Manager – Service Catalog

Roles and Start CentersService Definition Templates

Request WorkflowsKPIs and ThresholdsQueries and Reports

Escalations and Notifications

Best Practice Content

Shopping UIs

Service Tooling

Extensibility Catalog definition tooling

Service & Offering definition toolingFulfillment Option definition tooling

Upgrade tooling

Common Service RequestsLaunch to Incident, Problem, Change and Release

CMDB Integration (CI/Asset selection)

Process Integration

Shopping CartFavorites / Recommended

Search

Order Fulfillment

DescriptiveAction

Supply ChainService Creation& Publishing

Service Ordering“Shopping”

Service OrderManagement

Service Fulfillment

Service Monitoring



Service Catalog - Main Roles, Activities, and Tools

IT Operations Analyst: Complete order planning Work schedule assignment

IT Operations Specialist: Performs work items

Integrations(CCMDB, PMPs, OMPs)

Catalog OrdersApplication

Work Management Applications

Service Fulfillment Application

OfferingsApplication

Fulfillment OptionsApplication

CatalogsApplication

Service Designer: Define Services Define Offerings and Catalogs

Service Delivery Manager: Determines delivery plan Determines providers

Service Administration

Operations

UserOffering Catalog

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



Service Catalog - Main Roles User Role

– IT User• End user that browses service catalog and submits service requests

Service Administration and Definitions roles

– Service Designer • new role defined in SRM – based on ITUP Service Level Manager role• Manages the definition, inclusion and availability of services in the catalog

– Service Delivery Manager • Co-author of services definition. • Builds and manages aggregate delivery plan, including cost and resources• Maintains competence , capacity pools and profiles of the delivery teams

Operational / Execution roles

– Operation Analyst• Receive, review and analyze service request information from user • Executes all operational processes and procedures of Order Planning and Fulfillment Planning• Analyzes, prepares, submits and adjusts task planning, workload, work schedule and work

items

– Operation Specialist • Perform work items



Flexible Offering Definition and Catalog Management

Simple maintenance of complex catalogs

Specify default/fixed values for service attributes

One Service Fulfillment Definition can have multiple Offering

Definitions with different service parameter defined.

Service

Offering 1 Offering 2 … Offering n

Service offerings tailored forindividual users or groups

Fulfillment and managementlargely common for all offerings



Service Catalog Order Fulfillment Supports broad spectrum of services fulfillment

Simple service fulfillment types

Description• Textual information that describes a service and how to request it

• Can contains attachments and links to URL that documents the existence of a customer service

Action-based• Link into an ISM application or launch in context to an external web-based application

More complex service fulfillment types

Supply Chain-based• Modeled after Maximo purchasing supply chain components

Material Requisition->Purchase Requisition->Purchase Orders->Work Orders

• Highly flexible Possible to configure multiple providers for the same service fulfillment flow

Operations personnel can guide the delivery of services

Can invoke generate external POs, call external applications, etc.

Fast path handling can be configured

• Supply Chain maintains status and KPIs



Service Order Automation ( Supply Chain )

Catalog PRsCatalog Requests

PMSCSO

Service Order

WO

Work Order

1 1Business

Object Layer

UI Layer

1 nPMSCMR PMSCPREnd User Request

1 n

Automation via

Workflow

User entitlement and end-to-end automation



Powerful Fulfillment Automation

Simple to use drag and drop workflow editor

Entitlements, Authorizations, Order processing automation

Job Plans, Work management and Automation

Invoke ISM process managers, trouble tickets, generate external request,

call external applications, etc.

Role-based workflow and task management for manual processes.



Automation in Service Flows

Workflows

– Entitlement and Automations

Response Plans ( future )

Escalation

OMP Integration

Fully Automated flows vs. Human tasks driven flow



Shopping UI – Customizing the end-user experience



Service Item Request Specification



SRM 7.1SRM futures

Service Lifecycle

Continual Service Improvements

Transition How do I deploy? Deploy the service

Design How do I implement? Architecture? Capacity? Operational characteristics? Will my service resources be managed?

Strategy Who are customers? What are the services? What value am I providing?

Operations Fulfilling Requests Providing help Resolving problems

“Supply Chain” ProvidersService Desk

PMP/OMP Automation

Operations

User

Approval &Fulfillment

Catalog Requests

Request 1

Request 2

Service FulfillmentDefinitions

Service Design

ShoppingCatalog

ITIL V3 Service Lifecycle and SRM



Service Request Manager 7.1 Content

Derived from the best practices and subject matter experts

Over 150 services identified, 23 of which are planned for delivery in first release

– Theme for first release is “Getting Started”

– Service Flows provides a simple end to end flow

Infrastructure supports customization and creation of new services

Continued delivery of services post-GA via OPAL website



Service Catalog content – Phase 1

SRM 7.1 contents may change without notice

Service LineService Line Component

Service Definition

Server Systems Management

Server Management

Build New Standard Server Image

Build New Standard Server Image with Middleware

Deploy Server to Floor

Perform Initial Build Activities

Server Lock Down

DB Subsystem Support

DBMS Install and Configure

Add Database to Server

Remove Database from Server

Middleware Support Middleware Install and Configure

Distributed Client Services IMAC Office Move

Minor Facility Request

Enterprise Security Management

Identity and Access

Lotus Notes ID - Change Password

Lotus Notes ID - Change User Name or Certifier

Lotus Notes ID – Create/Delete Account

ID Request

Data Network Services Operations Firewall Service Request

Fixed Cost Service Requests

Minor Site Enhancement

I&S Network Consulting

Bandwidth Analysis Assessment

Composite Service ExamplesBuild New Server

Build New Server with Middleware



What is the value add to the customer?

Streamline ITIL-based incident and problem management processes for more rapid

service restoration

Increase the availability of critical IT services

Help optimize productivity of service-desk personnel and increase end-user satisfaction

Maximize IT infrastructure stability and availability

Establish a common solution for global support

Align IT operations and your business with service level management, service

provisioning and service catalog

Provide flexibility to your internal customers to shop for published IT service offerings

through service catalog

Assign and track SLA compliance to your service request/requisitions

Associate cost to your IT service offerings and manage consumption



Licensing Model – SRM 6.2.1 and 7.1

Licensed based on number of Concurrent and Registered Users.

– Registered User: A licensed user to use SRM product. Multiple log-ins under the same or a single user name is prohibited.

– Concurrent User: A Licensed User who is licensed only to use SRM product with multiple log-ins being permitted under the same or a single user name, but provided that the total number of Concurrent Users logged into or using the Program at the same time shall not exceed the total number of Concurrent Users licensed.

– Self-service Requestor: Someone who only accesses SRM product to enter a service request and view the status of his or her service requests. This license is limited to Self-Service Requestors ONLY. It does not license a user to post actual to work orders, to access the Actuate Report Writer, to run or view a report, etc. It is limited only to service request data input and read access of service request status. Unlimited Self-Service users is provided at no charge.



Analysts comments Excerpts from “IBM Surges Ahead in the Service

Desk Market with Maximo” – an Impact Brief dated August 2007 from Enterprise Management Associates

– “…with Maximo’s well-established service desk offering and broad-based asset management solution, IBM is making waves that may make navigation tougher for some of the other service desk providers..”

– “The biggest news here is that IBM Tivoli is clearly taking on both the service desk and asset management markets in a big way.”

– “The service desk and asset management solutions from IBM can deliver a powerful punch, especially when paired with IBM Global Technology Services and integrated with IBM’s service-oriented architecture, auto-discovery capabilities, and service management best practices. IBM has pushed forward with this integration and now offers its customers a comprehensive solution for managing services and assets across the enterprise on a global scale.”



Based on TSRM 6.2.1 capabilities & our strategy and vision TSRM product.

Forrester quote:

“…..the enhanced and rebranded Tivoli Service Request Manager is on its way to becoming a formidable competitor at high end.”

Forrester Wave@ Large Enterprise Service Desk Management Tools, Q1 2008



Forrester Wave@ Small Enterprise Service Desk Management Tools, Q1 2008

Based on TSRM 6.2.1 capabilities & our strategy and vision TSRM product.



Configuration information is stored in meta data to readily upgrade from one version to the next.

The platform combines asset management and service management in one environment.

Built-in configuration tools allow for easy, on the fly changes to UI, workflows, processes, reports.

All critical assets that drive the business – IT and non-IT – are managed through the same interface.

Web-architected platform built on J2EE with advanced business process management; based on SOA, web services and XML.

Supports ITIL processes out of the box: Incident, Problem, Change, Release and Configuration.

IBM offers full breadth of end-to-end asset and service management solutions that operate on a common web services infrastructure.

Upgradeability

Unified Platform

Ease of Configuration

IT and Enterprise Assets

Leading, standards-based technology

Built ground up on the ITIL framework

Breadth of Service Management offering

Why IBM Service management solution is unique?



Thank you! Questions?

presentation

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productivity of service

service levels

service desk agents

service level management

management of data

rapid service restoration

problem management processes

calls solutions self