Nathan Lasnoski

This roadmap will suggest significant changes for Johnson Controls in the forms of process and technology deliverables. The key deliverables of the roadmap are: ITSM Process Framework. The current ITSM processes will be normalized as they are moved into the tool, with a goal toward simplifying the way we organize IT. Visibility and KPIs. IT will be better able to set goals and measure success through reports, dashboards, scorecards that articulate key performance indicators. Configuration and Asset Transparency. A transparency will be provided to the assets in the business as well as the configuration items and ultimate business services they support. Ticketing and CMDB Replacement with System Center. The clear focus of the project is to facilitate the replacement of Remedy as a mechanism for risk mitigation, as well as preparing the platform for future deliverables. Access Anywhere. End users and IT can access the IT services environment from any type of device, from anywhere on the corporate network. This includes desktops, laptops, macs, iPad, iPhone, android, and Windows phone. Rich Office365 Integration. The SharePoint conversion will serve the users of the new ITSM environment well, by providing Lync ticketing integration, interaction with approvals, calendaring, and an SharePoint centric portal. Automation and Deployment. The current wins in the automation space will be extended into other service management functions, enabling clear ROI around process automation. Self Service. A modern, self-service process and experience for all users of IT services, especially around knowledge and IM-an-Incident.

5 Incident Management Capacity Management Change Management Service Level Management Problem Management Asset management To be environment Integrated toolset leveraging single CMDB CMDB populated with all client, server, application information and their relationships Incidents and requests tracked and linked to system configurations and changes Facilitate root cause analysis by knowing configuration items and their dependencies Capacity utilization and service levels automated

Service Catalog/ Portal Troux Change Asset/ CMDB Asset/ CMDB 6 Incident Incident Management Service level Management Service Request Management Change Management Knowledge Management Application Management Problem Management Configuration Management Problem Costs Financial Management Availability Management Knowledge/ Portal Reporting - dashboards - reports Availability Integrations Software Database App Hardware Requests a service Reports an issue Checks known fixes Report SR performance Facilitates a service Report IcM performance Check health Feed app portfolio Report service performance Consume a service Escalate to problem Check changes Report PbM performance Check knowledge Update knowledge Change a service Report health Report costs of service Service Existing applications/processes Currently in development Planned for future phases