ServiceDesk 7 Preview

IT Lifecycle Management Endpoint Management solutions (from Altiris) allow you to significantly reduce the hidden costs of managing endpoint systems through IT Lifecycle management IT lifecycle management is the management of endpoint devices from the point of acquisition (from cradle) to the point of secure system retirement (to grave)

Market & Technology Trends Key Message: Traditional technology and organizational silos are being driven together to enable cohesive sharing of processes, technology, and data supported by workflow and a centralized Configuration Management Database (CMDB). MARKET AND TECHNOLOGY TRENDS In our experience as a software vendor and service provider, Altiris has encountered many customer environments in which silos were part of every day operation. Traditionally, there have been many different silos, including technology, organizational, different buyers, and different departments resulting in lack of integration, communication, and redundant responsibilities. Asset management, service desk, client and mobile management, server and infrastructure management, and security and compliance represent typical domain silos. Overtime, Altiris views each of these domains coming together, surrounding a centralized CMDB. The centralized CMDB manages all system relationships and data allowing different groups and technologies to share data while workflow drives process automation.

Active Management Key Message: Traditional technology and organizational silos are being driven together to enable cohesive sharing of processes, technology, and data supported by workflow and a centralized Configuration Management Database (CMDB). MARKET AND TECHNOLOGY TRENDS In our experience as a software vendor and service provider, Altiris has encountered many customer environments in which silos were part of every day operation. Traditionally, there have been many different silos, including technology, organizational, different buyers, and different departments resulting in lack of integration, communication, and redundant responsibilities. Asset management, service desk, client and mobile management, server and infrastructure management, and security and compliance represent typical domain silos. Overtime, Altiris views each of these domains coming together, surrounding a centralized CMDB. The centralized CMDB manages all system relationships and data allowing different groups and technologies to share data while workflow drives process automation.

Service and Asset Management

Symantec® ServiceDesk 7™ Automation ITIL and Best Practice Processes Design and Customize Incident Management Problem Management Altiris™ SDK Symantec Workflow ™ Symantec CMDB ™ Change Management Release Management Self Service Knowledge Base Survey Service Catalog (Workflow license required) Enhanced Helpdesk 6 Smart Tasks Email Notification/Processing Automation Rules Included Helpdesk 6 Concepts Smart Tasks Email notifications/processing Automation rules Customizable workflows Web services Key Benefits Out of box ITIL workflows New level of automation capabilities Ability to create custom Service Request workflows ‘Expert’ level programming skills not required Integration with Symantec products Deliver Notification Server ™ Web Services 6 6

Features of Service Desk 7 Fully ITIL based out-of-the-box Integrating all major flows: request, incident, problem, change, release Tightly integrated with other Altiris solutions, such as Task Manager Dramatically improved look and feel Graphical drag and drop Forms Designer Graphical drag and drop Workflow Designer Customizable business logic New reporting and dashboard functionality including OLAP reporting Efficient, role-based, secured screens customized by role and activity Follow-the-Sun capability

Features of Service Desk 7 Integrated knowledgebase with rating / comments / full text searching Stores file attachments in versioned enterprise document management Forward Schedule of Change Bulletin board / Outages & Known problem alerting system Built in screen capture utility for adding screen shots Built in spell checking Integrated searching of external systems (like MS technet / google) Integrated discussion boards and chat for problem resolution

Direct Mapping of ITIL Processes Identify Process Implement Process

Goals of Incident Management Restore ‘normal’ service operation as quickly as possible Minimize adverse impact of outages on business operations Deliver high quality of service within agreed upon service levels

Key Activities of Incident Management Incident Identification Incident Logging Incident Categorization Initial Diagnosis Incident Escalation Investigation and Diagnosis Resolution and Recovery Incident Closure

Change Management: Business Need 80% of unplanned downtime is caused by “people failures” Downtime of critical systems contributes to productivity and revenue loss, and overall dissatisfaction of IT High number of incidents resulting from poorly planned changes Change requests not handled efficiently or in a timely manner

Critical Questions of Change Management Who RAISED the change? What is the REASON for the change? What is the RETURN required from the change? What are the RISKS involved in the change? What RESOURCES are required to deliver the change? Who is RESPONSIBLE for the build, test, and implementation of the change? What is the RELATIONSHIP between this change and other changes? Material provided from ITIL Foundations

Thank You Workflow Solution

Symantec Workflow… What is it? A graphical tool that enables the creation of comprehensive workflow and software applications. The picture IS the process. Fewer questions asking IT how the process works. The graphical designer makes the process clear and intuitive. You can simply print the process and hand it to whoever needs to understand it. Automate all business processes Server Request Process

How Is Altiris Workflow Different? Traditional Coding Altiris Workflow public class GenomeComparer : IComparer { public GenomeComparer() } public int Compare( object x, object y) if ( !(x is Genome) || !(y is Genome)) throw new ArgumentException("Not of type Genome"); if (((Genome) x).Fitness > ((Genome) y).Fitness) return 1; else if (((Genome) x).Fitness == ((Genome) y).Fitness) return 0; else © Altiris Inc.

Integrations/Generators Easy to connect to other systems Web services Databases XML or DTD Flat Files Notification Server CMDB 3rd Party Date Sources Custom Written Components Component Generator The component generator allows you to create your own custom components without have to write code. You can do things like… Create a component that calls a web service and returns the results to your process Create components that do database CRUD operations Create a component from an XML schema or DTD file that allows you to read and write XML data in your process Create your own data types for use in your processes Create a component that allows you to read and write delimited file data in your process 18 18 18

Workflow Solution Intuitive forms design for user inputs 19 19

Thank You Thank you!