1. ServiceDesk 7 Preview

2. 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)

3. 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.

4. 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.

5. Service and Asset Management

6. 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
Notification/Processing
Automation Rules
Included Helpdesk 6 Concepts
Smart Tasks
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

7. 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

8. 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

9. Direct Mapping of ITIL Processes
Identify Process
Implement Process

10. 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

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

12. 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

13. 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

14. Thank You
Workflow Solution

15. 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

16. 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.

17. 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

18. Workflow Solution Intuitive forms design for user inputs19 19

19. Thank You
Thank you!