© 2009 IBM Corporation Implementing TSRM in the Enterprise Premium Support Customer Presentation – James Matlock

© 2009 IBM Corporation Agenda  TSRM in the IBM Tivoli Service Management Portfolio  TSRM Release Review  Considering Implementation –From a technical, installation perspective –From a business process perspective  Q & A

© 2009 IBM Corporation Disclaimer The information on new products is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information on new products is for informational purposes only and may not be incorporated into any contract. The information on new products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release, and timing of any features or functionality described for our products remains at our sole discretion.

© 2009 IBM Corporation Early Career Experience – Help Desk Operator and Tech Support  Critical to capture the right information  Get the right person on the right ticket  Customers want speed and accuracy  Management wants to understand the trends

© 2009 IBM Corporation Integrated Solution An Integrated set of solutions represent the full management of data, processes, tooling and people Common Data Model The core solutions share a common data subsystem for simple data sharing Processes that Work Together The core solutions share a process workflow automation engine No Rip and Replace Leverage existing investments in IBM and 3 rd party IT management tools Lower Cost of Ownership Lower infrastructure and training costs, simple upgrade model An Integrated Approach to Service Management CCMDB TPM

© 2009 IBM Corporation6 Service Request Manager Overview Users Service Desk Service Catalog Service Requests ShoppingCatalog Design Service Request Management OMP/PMP Integration Service Provider integration KnowledgeIncidentProblem Asset/CIs Integration with Other Processes Service Provider integration Service Request Manager 7.2 Integration with OMPs

© 2009 IBM Corporation7 Service Catalog – Key Features Roles and Start Centers Request Workflows KPIs and Thresholds Queries and Reports Escalations and Notifications Best Practice Content Service Tooling Extensibility Catalog definition tooling Service & Offering definition tooling Common Service Requests Launch to Incident, Problem, Change and Release CMDB Integration (CI/Asset selection) Process IntegrationShopping UIs Shopping Cart Favorites / Search Order Fulfillment Descriptive Action Supply Chain Service Creation & Publishing Service Ordering “Shopping” Service Order Management Service Fulfillment Service Monitoring

© 2009 IBM Corporation8 SRM 7.2 Features Common to SD and SC  Track SLAs –Reduce costs by tracking and meeting SLAs for Catalog requests (SLAs on SD are available since V 6.x)  Multi-Customer Enablement –Reduce costs by supporting multiple customers on a single deployment instance. Manage Process that are unique to each customer  Policy Driven Dispatch –Reduce costs by automating dispatching of Service Requests.  Satisfaction Survey –Improve quality of service by measuring user satisfaction levels –Create Survey questions, surveys, Application to respond to surveys  Globalization –Globalize. Support for more languages: Danish, Croatian, Finnish, Norwegian, Slovenian, Arabic and Hebrew.

© 2009 IBM Corporation9 SRM 7.2 Features Common to SD and SC  Enhanced Self-service Experience –Reduce costs by switching to self-service model for submitting service requests. Unified Start Centers that have access to both catalog and desk functions  Instant Messaging Integration –Improve auditability, and collaboration with Instant Messaging integration.  Remote Desktop Function –Improve auditability and productivity with use of Remote Desktop function to log into a server and optionally record the session in the request  Migrating Configuration From Dev to Test to Production –Reduce deployment costs by use of Migration Manager tool to migrate configuration using Migration Manager  Tighter Integration with Purchasing –Reduce costs by integrating with supply chain. If TAMIT is installed, SC and SD requests can be fulfilled using items in storerooms or by purchasing items from vendors

© 2009 IBM Corporation10 SRM 7.2 Features Specific to Service Catalog  Improvements to Self-service Catalog UI –Fewer clicks needed to order an item from catalog –User input validation, Multiple shopping carts –User can view and order only those offerings to which he is authorized –User can be shown pick lists for any object in the system – CMDB objects, TAMIT objects, Tpae objects. Examples: CIs, Assets, Persons. –Tpae technology can be used to configure and customize Shopping UI  Simplified Fulfillment Process –Improves productivity and reduce learning curve –Streamlined service fulfillment process, fewer clicks –Fulfillment uses standard apps: Workflows, Job Plans, Service Requests –Service Catalog objects are accessible through MEA technology.  Approvals –Align IT with your business process. –Approvals configurable for each offering. Auto-approval, multiple.

© 2009 IBM Corporation11 SRM 7.2 Features Specific to Service Desk  Support for Instant Messaging Technologies –MS Office Communicator, Jabber  Search Enhancements –In context searching with new global search dialog –Automatically search external web-sites  Ticket Enhancements –Auto-classification of tickets –One Click Screen Capture –Support for Virtualization –Enable/disable priority matrix  Knowledge Management Enhancements –Improve quality of knowledge by using approval processes –Improve productivity with improved search for solutions

© 2009 IBM Corporation12 Integration  Tight integration between Catalog, Desk, CMDB, Change, and TAMIT for improved productivity, and effective processes  SD integration with TBSM for business systems management  SD integration with Omnibus for automated incidents  Integration with Instant Messaging tools  Integration with Tivoli Identity Manager  Integration with Tivoli Provisioning Manager

© 2009 IBM Corporation13 Offering Catalog – New Look!

© 2009 IBM Corporation14 Input Dialog Box for a Service Offering

© 2009 IBM Corporation15 Form Field Validation

© 2009 IBM Corporation16 Survey

© 2009 IBM Corporation17 Survey Preview

© 2009 IBM Corporation Implementing TSRM – Technical Considerations  Review information in: –TSRM InfoCenter: _7.1/installing/src/c_ccmdb_planningdeployment.html _7.1/installing/src/c_ccmdb_planningdeployment.html –End-to-End Service Management Using IBM Service Management Portfolio  Single Server vs. Multiple Server Deployments  Performance Tuning: –Number of JVMs, settings for JVMs Approximately 80 users per JVM is the general rule –Managing users through LDAP or Active Directory

© 2009 IBM Corporation Implementing TSRM – Business Process Considerations  What is the process for first call resolution?  How is Employee Self Service handled?  What are the differences in the way Service Requests, Incidents, and Problems are handled within your enterprise?  Does your organization have a Problem analysis group? How does their research and feedback enter the enterprise’s knowledge base?  How should end-users and fulfillment personnel be notified on ticket status changes? When should they be notified?  What kinds of Service Level Agreements do you want in place?  How should Escalations be handled?  What kind of metrics do you want to collect?  What kinds of reports and KPIs do you want to measure and manage?

© 2009 IBM Corporation Questions?