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1、Need Transition slide RemedyDelivering Superior Service: Remedy IT Service Management Jason Andrew DirectorSupportTechnology Profit TriangleThenNowBusiness PenetrationSoonBusinessProcessesBusiness Service IT ResourcesBusiness Service Management: Remedy IT Service ManagementR E M E D YService Level A
2、greementsR E M E D YAsset ManagementR E M E D YChange ManagementR E M E D YHelp DeskBusiness Depends on IT ServicesA hospital electronically delivers images to specialists to diagnoseDelivery service uses mobiledevices to track deliveriesA retail store maintains inventory and tracks purchasesvia ele
3、ctronic systemsExample Business Service: Online Banking Process The funds transfer service is critical to their business. Average transaction equals $10000 USD They process 100 orders per minute If the online funds transfer service is unavailable, $60,000,000 per hour is at risk$Setting up a success
4、ful service management strategyThe Business needs: Any FTS process can run between 6AM and 10PM, Mon-FriWith a maximum outage of 8 hours per yearIT translates requirements into SLAs: 99.8% annual availability for the Funds Transfer Service Urgent FTS Incidents occur during business hours Non-Urgent
5、FTS Incidents occur during non-business hours & holidaysLOB & Service Level Managers Agree on Service LevelsR E M E D YService Level AgreementsAPPLICATIONS USED:APPLICATIONS USED:SLM Hierarchy to Support the ServiceOperational Level Agreements (OLAs)Underpinning ContractsServiceSupportCommitmentsNon
6、-Urgent Service Desk Incident Response Time SLO: 15-minute response time for incidents affecting the FTS during non-business hours & holidayNon-Urgent Service Desk Incident Resolution Time SLO: 1-hour resolution time for incidents affecting the FTS during non-business hours & holidayUrgent Service D
7、esk Incident Response Time SLO: 5-minute response time for incidents affecting the FTS during business hoursUrgent Service Desk Incident Resolution Time SLO: 30-minute resolution time for incidents affecting the FTS during business hoursS L AS L As:FTS 99.8% availability commitment Urgent FTS Servic
8、e IncidentsNon-Urgent FTS Service IncidentsSLM Hierarchy to Support the ServiceOperational Level Agreements (OLAs)Underpinning ContractsChange Management Response Time OLA: Must respond to problem management team within 1 business dayDeployment OLA: New production hardware must be deployed within 72
9、 hours of receiptProblem Management Response Time OLA: Must respond to issues from the service desk within 1 business dayServiceSupportCommitmentsS L AS L As:FTS 99.8% availability commitment Urgent FTS IncidentsNon-Urgent FTS IncidentsTrack IT asset information including users, costs, locations, co
10、ntractsConsolidate and manage configuration database for components that support business servicesRemedy Asset Management:Asset and Service Relationships Define the relationships between the IT components and the business service through the Topology tabAPPLICATIONS USED:Server Failure Impact on Bus
11、iness, 2:00pm on FridayInvestigation of incident beginsContacts the Help DeskAPPLICATIONS USED:R E M E D YService Level AgreementsR E M E D YHelp DeskHelp Desk proactively notifies all impacted users (call avoidance)Online FTS TeamDept cannot transfer fundsServer Goes DownBMC PATROL Network Manageme
12、ntServer Failure Event Correlation with Network ManagementHD incidentsServer Goes DownAPPLICATIONS USED:R E M E D YHelp DeskR E M E D YService Level AgreementsPATROL Network ManagementFrontline Staff Restore ServiceACTIVE SLAsGOAL of SLAsRESOLUTION TIME30 MinutespendingAVAILABILITY99.8%restoredAPPLI
13、CATIONS USED:R E M E D YService Level AgreementsR E M E D YHelp DeskR E M E D YAsset ManagementThe frontline staff locate and establish service to an alternate FTS systemBusiness proceeds, FTS can be entered again$ $ $ $Future risk: Why did the sales order server fail?Problem Management:Root Cause A
14、nalysisProblem Mgt. TeamACTIVE SLAs & OLAsGOAL of SLAs/OLAsAVAILABILITY99.8%at riskAPPLICATIONS USED:R E M E D YService Level AgreementsR E M E D YHelp DeskR E M E D YAsset ManagementRESPONSE TIME1 Business DaymetService Level and Business Managers Discuss the SituationProblem Mgt. Team$ $Larger Ser
15、verNeededR E M E D YService Level AgreementsAPPLICATIONS USED:R E M E D YHelp DeskR E M E D YAsset ManagementAPPLICATIONS USED:Request for ChangeProblem Mgt. TeamACTIVE SLAs & OLAsGOAL of SLAs/OLAsAVAILABILITY99.8%at riskAPPLICATIONS USED:R E M E D YChange ManagementRESPONSE TIME1 Business DaymetCha
16、nge ManagerC.A.B.ApprovedImplement a set of standard lifecycle processes for managing changesLarger ServerNeededR E M E D YChange ManagementAPPLICATIONS USED: Expedite decisions with built-in approval processRequest ProcessPlanning ProcesswwwImplementation ProcessChange Implementers Approval Process
17、C.A.B.Review ProcessRequest ProcessPlanning ProcesswwwImplementation ProcessChange Implementers Approval ProcessC.A.B.Review ProcessRequest ProcessRequest ProcessPlanning ProcesswwwPlanning ProcesswwwwwwImplementation ProcessChange Implementers Implementation ProcessChange Implementers Change Implem
18、enters Approval ProcessC.A.B.Approval ProcessC.A.B.C.A.B.Review ProcessReview Process Reduce time to implement change without loss of service Increase visibility and communication of changes to both the business & service support staffRequisition and Acquisition in Remedy Asset and Change Management
19、Change ManagerFinancePROrder placedWith supplierPOApprovedConfiguration CatalogChecks InventoryAPPLICATIONS USED:R E M E D YService Level AgreementsR E M E D YAsset ManagementChange Complete, Business Is ImprovedACTIVE SLAs & OLAsGOAL of SLAs/OLAsDEPLOYMENT TIME72 Hoursmet$ $ $ $Change ManagerFTS Ag
20、ents are directed to new, larger capacity system,system is reliable, the line of business is satisfiedAVAILABILITY99.8%metAPPLICATIONS USED:R E M E D YService Level AgreementsR E M E D YHelp DeskR E M E D YAsset ManagementR E M E D YChange ManagementAsset recordsare updated End of the Quarter:Revise
21、s Service Availability SLA: Change maximum of 8 hours of downtime per year to 4 hours, which translates from 99.8% to 99.9% availability commitmentIT and Business Managers Review PerformanceR E M E D YService Level AgreementsAPPLICATIONS USED:The leader of Service Management software solutions desig
22、ned to automate internal and external service-related business processes Packaged Applications:Remedy IT Service ManagementRemedy Customer Service and SupportRemedy Crisis Response SystemRemedy Citizen ResponseDevelopment Platform:Action Request SystemBest-practice functionality through packaged app
23、lications built on a highly adaptable development platformFinancial servicesNorth America$4.5 billion in revenuesProblemBusiness-critical applications must be available at all timesWanted to boost service desk productivitySolutionSophisticated service desk solution with workflow capabilities Remedy
24、Help Desk, implemented by Strategic TechnologiesBenefits40% increase in support staff productivity in one monthEnhanced reporting capabilitiesSeamless escalation of tickets through workflow“We expected Remedy Help Desk to not only meet our stringent workflow requirements, but to exceed them-and it d
25、id.”Steve Moore, Supervisor, Support Data ServicesCountrywide Financial CorporationCommerzbankOne of Europes largest banksEMEA - Germany5.7 million customers worldwideProblemNeeded a single customer support solution for all transaction inquiriesTracking down the status of a transaction took hoursSol
26、utionCustom-built workflow-driven Customer Service SolutionSo successful that the application is now offered by Commerzbank to other banking networks Action Request SystemBenefitsReduced transaction tracking time from hours to minutesStaff productivity increased 50%, and support costs were reduced by 33%Dramatic increase in customer service“We have dramatically reduced processing times for incoming inquiries, resulting in a 50% increase in staff productivity and a reduction in costs by one third.”Rainier Schnell Project Manager, CommerzbankThank YouQuestions?PPT大宝库【】
