How to save money and get a pay raise Robert Hedblom Cloud and Solution Principal Architect Robert.hedblom@sumNERV.se  sumNERV Andrew Craig Senior Consultant andrew.craig@itnetx.ch itnetx AG

Robert Hedblom Andrew Craig @RobertandDPM @mracraig 8x MVP, 16x (confirmed) Father Father, MCP 20 years IT, 15 years BC 20 years IT Dev, 10 years SCCM Meat Red meat, beer, whisky, choc

ITIL What it is and why you shouldn’t all groan when you hear “ITIL”

Our visit to axelos ITIL IS an actual physical library. Of books. Train departs from Platform 9 ¾ Chocolate Frogs

IT infrastructure library ITIL 3 day course? Too long  What is ITIL? Internationally recognized descriptions of IT framework, processes and practices for service management (ITSM) Why YOU need it Stop firefighting and take control Increase efficiency Prove efficiency and worth of IT Pitfalls Build your business processes around ITIL ITIL provides a CMDB (also a template) Resistance to adoption All or nothing mentality Documentation (templates help) Processes and routines Helpdesk Asset management Change management Incident and Request management Financial information Service Manager (SCSM)???

Billing of services

Why, why, what? Why? Why? Business Change? Legislative change? Cost? New directives/re-structuring Expansion Legislative change? New compliance regulations Cost? Money talks Cost in SW licensing Budget re-assessments/cost-cutting What? Assign cost and expense to: Server usage Desktop usage Software installation Extranet connections Printing Helpdesk/Support services Common usage? Recharge Servers PaaS Storage quotas Software licensing

Business lifecycle 500,000+ employees in 4 business organisations Distributed IT Distributed IT costs! Separation of responsibilities 500 employees Inhouse IT (5 technicians) 5000+ employees Inhouse IT (50 technicians)

Identifying Services What have you got? What do you deliver? What services do you provide?

What makes up your organisation? Actors IT Department Helpdesk You Users Stakeholders Management Finance Department You, again Configuration Items PC Printer, mobile device Server (Infrastructure/Platform) User Account You You get everywhere Software Service Items Workplace provision Workplace maintenance and support Server provision Account provision Software Distribution

As a service…

Microsoft azure pricing

Get data from Configuration Manager CONFIGURATION ITEMS Get data from Configuration Manager Discovery Data from SCCM is valuable Also, User Device Affinity Hardware Inventory Reporting Mini Demo #1

Using that data in our ITSM System (e.g. Service Manager) Manually Input data in console Create CIs for Users and devices Set up ticketing to establish relationships between items Automation is easy Mini Demo #2

No Demo OMS integration Automation using Azure Automation Hybrid worker PowerShell No Demo

Creating a cmdb Because no-one is going to do it for you

Define CMDB – Another Damo Define the Services Service Description Deliverable Units Billing Populate CMDB with service delivery units Mini Demo #4 Map existing services to existing users Mini Demo #5 Provide a way for users to order new services Mini Demo #6 Mention 3rd party stuff

Producing meaningful reports Meaningful, like even Finance can understand them

Reporting SQL Queries in SCCM and SCSM SQL Reporting services EXCEL reporting