ITSM On-Premise or On-Demand

Make Service Desk, Change Management and Asset

Management Integrated and Efficient
Svetlana Stolyarov
SR SW Consultant EEMEA
BMC Software
S ft

Agenda

BSM approach
Use
Use Cases BSM in Action
Intelligent Incident
Cloud
Cl d Lif
Lifecycle
l M
Managementt

Copyright 11/8/2010 BMC Software, Inc

The current state of IT Service Management

How we work today!
y

INCIDENT
MANAGEMENT

SERVICE
LEVEL
MANAGEMENT

DATA
MANAGEMENT

SERVICE
REQUEST
MANAGEMENT

RELEASE
MANAGEMENT

ASSET
MANAGEMENT

CONFIGURATION
MANAGEMENT

EVENT AND IMPACT

MANAGEMENT

GOVERNANCE AND
COMPLIANCE
MANAGEMENT

CAPACITY
MANAGEMENT

DASHBOARDS

ENTERPRISE
SCHEDULING

PERFORMANCE &
AVAILABILITY
MANAGEMENT
CHANGE
MANAGEMENT

Copyright 11/8/2010 BMC Software, Inc

IT with Business Service Management

INCIDENT
MANAGEMENT

SERVICE
REQUEST
MANAGEMENT

DATA
MANAGEMENT
SERVICE LEVEL
MANAGEMENT

CAPACITY
MANAGEMENT

GOVERNANCE
AND COMPLIANCE
MANAGEMENT

EVENT
AND IMPACT
MANAGEMENT

BSM
RELEASE
MANAGEMENT

ASSET
MANAGEMENT

CONFIGURATION
AUTOMATION

DASHBOARDS

ENTERPRISE
SCHEDULING

Copyright 11/8/2010 BMC Software, Inc

CHANGE
MANAGEMENT
PERFORMANCE &
AVAILABILITY
MANAGEMENT

A Unified Platform for Managing IT

BSM: A Unified Platform for Managing IT
Simplify and automate service management
-

Request,t change
R
h
& supportt business
b i
services
i
Consistently deploy services across applications,
servers, networks, and clients
Discover, model, and prioritize services to
improve decisions
Federate and orchestrate data and workflow to
improve efficiency
P
ti l identify
id tif andd resolve
l IT iissues
Proactively

Unifyy service management

g
with IT p
planning
g
and governance
-

Manage your IT supply, demand, and budget

Ensure compliance with policies and regulations

Copyright 11/8/2010 BMC Software, Inc

BSM is a unified platform for running IT

Incident
Management

Knowledge
Management

Service Request
Management

Problem
Management
Identity
Management

Demand & Resource

Management
Asset
Management

Supplier
Management

Change & Release

Management

Application
Automation

Service Level
Management

Service
Catalog
Financial Planning &
Budgeting

Server
Automation

Service Cost
Management

Network
Automation

CMDB / CMS
Discovery &
Dependency
p
y

Dashboards &
Analytics
y
IT Controls &
Policy Management

Event & Impact

Management

Client
Automation

Mainframe
Automation

Capacity
Management

Enterprise Scheduling &

Workload Automation

Storage
Management
Data
Management

Copyright 11/8/2010 BMC Software, Inc

Application Problem
Resolution
Performance &
Availability
Management

Middleware
Management

Business runs on IT.

IT runs on BMC Software.
100% focused on BSM
-

N competing
No
ti strategies
t t i

Strength
-

Founded in 1980
10th largest independent software company
16,000 customers in 124 countries
Fiscal 2009 revenues of $1.87B
Solid balance sheet

Innovation vision
Innovation,
vision, and execution
Copyright 11/8/2010 BMC Software, Inc

Pioneered concept of BSM

94 software technology
gy ppatents
Continued growth through internal innovation and
acquisition
Support for cloud computing, virtual, distributed, and
mainframe environments
Proven experience
7

Value driver for IT Service Management

Optimize IT Costs
30% increase in staff efficiency
Reduce support costs by 25%

Demonstrate Transparency
95%+ visibility to IT spend and activity

Increase Business Value

50% faster delivery of IT services

Manage Risk
Time for audit tasks reduced from months to minutes
Reduce the cost of compliance by 30%

Assure Q
Qualityy of Service
Reduce downtime by 75%
70% faster MTTR
Copyright 11/8/2010 BMC Software, Inc

What do I have?

Copyright 11/8/2010 BMC Software, Inc

What do I have?

Discoveryy & Dependency

p
y Mapping
pp g

Discovery &
Dependency
p
y

Copyright 11/8/2010 BMC Software, Inc

10

What do I have?

Discoveryy & Dependency

p
y Mapping
pp g

Asset Inventory Discovery

Application Dependency Mapping
Business Process Discovery
Power, Heat, and Software End of
Support Data Discovery
Mainframe Discovery

BMC Atrium Discovery &

Dependency Mapping
(ADDM)

Copyright 11/8/2010 BMC Software, Inc

11

What do I have?

Services,, Processes,, Apps

pp and IT infrastructure

B i
Business
S
Service
i

Business Process

ERP Applications

ERP System

ERP App Servers

Copyright 11/8/2010 BMC Software, Inc

12

What do I have?

CMDB Single
g Source of Truth

Copyright 11/8/2010 BMC Software, Inc

13

What do I have?

Discover a dynamic environment

3

Atrium Orchestrator
checks with Remedy
Change Management for
valid change request

This is an unplanned changeAtrium Orchestrator opens a

pre-approved change request
to accelerate the action
through the change process

Atrium Orchestrator alerts

Discovery to the
relationship change and
triggers an on
on-demand
demand
scan updating the CMDB

IT can now clearly understand

how the VM and cluster map to
th b
the
business
i
service
i

VMotion alerts Atrium

Orchestrator of change

Disco er
Discovery

An automated DRS
VMotion moves the
running VM System
from one cluster to
another
th

Near real-time reconciliation

is completed and the
service model in the CMDB
is dynamically updated to
reflect the new VM - Cluster
relationship

Atrium
VMotion

Orchestrator

Change
Management

Copyright 11/8/2010 BMC Software, Inc

BMC VMWARE NDA ONLY

14

Intelligent Incident

Copyright 11/8/2010 BMC Software, Inc

15

Intelligent Incident

CMDB / CMS

Performance &
Availability
Management

Copyright 11/8/2010 BMC Software, Inc

16

Intelligent Incident

Eliminate Reliance on Reactive Thresholds

Self-Learning Analytics

? $
Upper
Baseline

Normal Behavior

Lower
Baseline

Copyright 11/8/2010 BMC Software, Inc

17

Intelligent Incident

Event / Impact
p
Management
g

CMDB / CMS
Discovery &
Dependency
p
y
Event & Impact
Management

Performance &
Availability
Management

Copyright 11/8/2010 BMC Software, Inc

18

Intelligent Incident
Impact
p
Model

Copyright 11/8/2010 BMC Software, Inc

19

Intelligent Incident

Service Level Management

g

Service Level
Management

CMDB / CMS
Discovery &
Dependency
p
y
Event & Impact
Management

Performance &
Availability
Management

Copyright 11/8/2010 BMC Software, Inc

20

 Copyright 11/8/2010 BMC Software, Inc

21

Intelligent Incident

Remedyy Service Desk

Incident
Management
Problem
Management

Service Level
Management

CMDB / CMS
Discovery &
Dependency
p
y
Event & Impact
Management

Performance &
Availability
Management

Copyright 11/8/2010 BMC Software, Inc

22

Intelligent Incident

Incident Management
g

Copyright 11/8/2010 BMC Software, Inc

23

BSM in Action

Copyright 11/8/2010 BMC Software, Inc

24

BSM in Action

Cloud Lifecycle
y
Management
g
Rapid
p provisioning
p
g of services
From months or weeks to hours
or minutes
Simplified and standardized
interface for common requests

Service Request
Management

Change & Release

Management

Automated configuration

Application
Automation

Server
Automation

Repeatable, auditable process

CMDB / CMS

Copyright 11/8/2010 BMC Software, Inc

Network
Automation

25

BSM in Action

BMC Service Request

q
Management
g

Service Request
Management

CMDB / CMS

Copyright 11/8/2010 BMC Software, Inc

26

BSM in Action

BMC Service Request

q
Management
g

Copyright 11/8/2010 BMC Software, Inc

27

BSM in Action

BMC Remedyy Change

g Management
g

Service Request
Management

Change & Release

Management

CMDB / CMS

Copyright 11/8/2010 BMC Software, Inc

28

BSM in Action

BMC Remedyy Change

g Request
q

Copyright 11/8/2010 BMC Software, Inc

29

BSM in Action

Change
g Implementation
p
Automation flow controlled by Change Management

Copyright 11/8/2010 BMC Software, Inc

30

BSM in Action
Implemetation
p

Copyright 11/8/2010 BMC Software, Inc

31

BSM in Action

Service is readyy for use!

Copyright 11/8/2010 BMC Software, Inc

32

Proven customer value

36% reduction
d ti in
i
support costs

74% first
fi t callll
resolution rate

$32M in
i IT
efficiency
savings

5 year compliance
5-year
savings of $41M

75% first fix

rate
40,000 weekly
changes
400% increase
in admin
productivity

ITIL and ISO9000

compliance
Avoiding $24M
data center
expansion
Reduced incidents by
20% & change approval
from weeks to days
Reduced MTTR by 30% &
outages due to changes
by 30%
Full function
CMDB is single
source of truth

Comprehensive adoption:
Copyright 11/8/2010 BMC Software, Inc

Business service
events decreased 40%
74% reduction
in downtime
Forecasts resource
needs to avoid going
over budget
Single point of control
for 8,000 daily jobs
Handle same workload
as competitors with 3x
to 4x MIPS

33

 Copyright 11/8/2010 BMC Software, Inc

34