Maximo and ITIL Business Case Scenario

Bill Adamson, Maximo ITSM Consultant-CEMASS IBM January 2008

Asset&ServiceManagementSolutions
Broad, best-in-class capabilities for managing the critical assets that drive the business.
Production & Delivery Equipment Facilities
Power generation equipment Transmission & Distribution Refineries, chemical plants Manufacturing lines

Corporate buildings Hotels, hospitals Airports, government facilities Rail, rolling stock Utility Fleets Over-road vehicles Ships, aircraft

Transportation Assets

IT Hardware and Software

Servers, laptops, network devices Software configurations, licenses Help desks

WhatdowemeanbyaService?
Applications Hardware Vehicles Software Machinery Equipment Tools Buildings Infrastructure

ASSETS
Resources Raw Materials Data Components Sub-Assemblies Cash Consumables Deliverables Information Waste Finished Goods Components By-Products

INPUTS

SERVICE

OUTPUTS

PEOPLE
Agents Government Agencies Managers Intermediaries Third Parties Contractors Users Engineers Customers

PROCESS
Regulations Plans Flowcharts Rules Instructions Schedules Templates Diagrams / Schematics Policies Procedures

ServiceManagementmaturityreview
80 to 85% of IT Departments are here.
VALUE SERVICE PROACTIVE REACTIVE CHAOTIC

Functional Parochialism and Individual Performers

Project Mgmt. Controls Established

Internal Cooperation with Process Focus

Internal Integration with Results Focus

External Integration

100% of Business Users want IT to be here

Source: Gartner Group 4

TodaysRealServiceChallenges
IT leaders need to measure the real ways they and their departments are adding value to the business, at every level. IT people must be, fundamentally, business thinking people.
James D. Wolfensohn President of the World Bank 1995 - 2005

IT Help Desk

Business

Informal or Un-stated Commitments

IT Changes

Business Changes

Process and Technology Management & Support

Manual Discovery

Asset Repository

Data

IT & Technology Resources

IT Monitoring

IT Help Desk

Informal or Un-stated Commitments

IT Changes

Service Level Agreements

Business
Business Change Changes Management

Data CMDB

Process and Technology IT Service Desk Management & Support

Asset Repository Management

Underpinning contracts Service Level Objectives 3rd Level Support & suppliers

Manual Auto Discovery Manual Discovery

IT & Technology Resources

Operational Level Agreements

Proactive business services Asset monitoring IT Monitoring Repository

Data
IT Monitoring

Service Level Agreements

Business
Change Management Underpinning contracts IT Service Desk Service Level Objectives 3rd Level Support & suppliers

CMDB

Tivoli Service Request Manager

Auto Discovery

Asset Management

IT & Technology Resources

Operational Level Agreements

Proactive business services monitoring

Ability to proactively support ALL Asset classes

Service Level Agreements

Business

Tivoli Service Request Manager

Underpinning contracts IT Service Desk Consolidated Service Desk Service Level Objectives 3rd Level Support & suppliers

IT & Technology Resources

Operational Level Agreements

ExampleBusinessService:FinancialLoansSystem

TheunderlyingITinfrastructureiscriticaltothisbusiness Averagequotationorloanrequestis$2500 Theorganizationprocess150ordersperhour IfthesupportingITserviceisunavailable,$375,000perhourisatrisk

SettingupasuccessfulServiceManagementstrategy
Bus Mgr

LOB & Service Level Managers Agree on Service Levels

The Business needs to deliver a service to its customers:

Sales force need to process orders between 8am and 6pm, Mon-Fri. The business requires a 100% availability of ERP application during these times. Maximum accumulated outage of 5 hours per annum 99.8% availability.

IT Support

IT is able to commit to and agree:

Priority 1 status on all ERP and Sales application issues. Between 8am and 6pm, Mon-Fri : 3 minutes response and 1 hour fix. To deliver 99.8% service availability of ERP and Sales application.

ITInfrastructurehastobevisiblebyServiceDesk

Browsing CI detail Aggregate view in the CMDB

Service Desk

Magasinier

Auto Discovery

Aggregate data from several discovery tools

Manager

Users

Detailed knowledge of IT infrastructure

ServerFailureImpactonBusiness
Investigation of incident begins
ERP Server goes down

Service Request Raised

Maximo Incident Management Maximo Service Level Agreements
Bus Mgr

2 3 4 6 5
Users

Service Desk

Supervisor contacts the Service Desk

Check Knowledge Base

>> Quotation System Fault We are experiencing problems with the quotation system, stay tuned to the bulletin board messages for regular updates

Supervisor

Create Bulletin Board Messages

Service Desk proactively contacts all impacted users (call avoidance)

Supervisor Receives E-mail confirmation of outage and what the status is.

Users have been logged out of the ERP application

1stLevelSupportStaffrestoretheservice
The IT failure is preventing quotes being generated and thus having a direct impact on the business

!!!
Bus Mgr

Service Desk

The Service Desk discovers an excessive number of log files. The log files are archived off and the server is re-booted
Supervisor Users

Critical Business services are restored

ERP Users within able to logon SLA met!, IT responded are now 3 minutes, and a fix was implemented within the hour

BusinessServicesarerestored

Incident Record is updated

Service Desk

SLAs are maintained

>> Quotation System Fault The Quotation system is now available.

Updated bulletin board Messages

Bus Mgr

ProblemManagement&RootCauseAnalysis

A Problem ticket is raised and escalated to 2nd level

2nd level analysis establishes a possible root cause with the server

Service Desk

Bus Mgr

Prob Mgr

ProblemManagement:RootCauseAnalysis

Problem Management Team

Service Desk

Problem Management

ServiceManagementmeetwithBusinessManagementto discussthesituation
Business Users

IT Team

Service Desk

ARequestforChangewillberaised

Business Users

IT Team

A RFC to be raised

Larger Capacity storage array required

Service Desk

BusinessandTechnicalapprovalneeded

Approved

Problem Manager

Larger Capacity storage array required

1 2

C.A.B
Change Manager

Service Desk

Change Management

RequisitionandAcquisitionusingMaximoApplications

Supplier

PO
CIO

Purchase Order

Procurement

Change Manager

PR
Service Desk

Finance

Change Management

Purchase Requisition

Receiving,ChangeandRelease

Change Tasks planned

Release Management
Change Manager Receiving Dock

Service Desk

Material Receiving

Bus Mgr

ChangeandReleaseManagement

Change Mgr Prob Mgr

2nd level team update the Change and Problem tickets and the Service Desk is informed

Service Desk

Asset Management
Bus Mgr

ITandBusinessmanagersdiscussthePIRandtheenhanced businessservices.
Change Mgr Bus Mgr CIO

Service Desk

Users

ITtechnicianscarryoutfurtheranalysisto proactivelyresolveanyfutureerrors.

Incident Management Incident Management Incident Management

Service Desk

Bus Mgr Supervisor Users

MaximoendtoendITILServiceManagement

Service Request

Incident Management

Asset Management

Purchase Requisitions

Change Management

Problem Management

Service Level Agreements

1 web based platform 1 technology

Release Management

1 CMDB instance