Need Transition slide PPT 宝藏网最新整理发布 -pptbz Remedy

Need Transition slide PPT 宝藏网最新整理发布 -www.pptbz.com Remedy

Delivering Superior Service: Remedy IT Service Management Jason Andrew – Director

Technology Profit Triangle Soon Business Processes Now Support Then Business Penetration

Business Service Management: Remedy IT Service Management Business Service REMEDY Service Level Agreements REMEDY Asset Management REMEDY Change Management REMEDY Help Desk IT Resources

Business Depends on IT Services Delivery service uses mobile devices to track deliveries A retail store maintains inventory and tracks purchases via electronic systems A hospital electronically delivers images to specialists to diagnose

Example 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

APPLICATIONS APPLICATIONS USED: USED: Setting up a successful service management strategy REMEDY LOB & Service Level Managers Agree on Service Levels Service Level Agreements The Business needs: Any FTS process can run between 6AM and 10PM, MonFri With a maximum outage of 8 hours per year IT translates requirements into SLAs: – 99.8% annual availability for the Funds Transfer Service – Urgent FTS Incidents occur during business hours – Non-Urgent FTS Incidents occur during non-business hours & holidays

SLM Hierarchy to Support the Service SLA S L As: FTS 99.8% availability commitment Urgent FTS Service Incidents Non-Urgent FTS Service Incidents Urgent Service Desk Incident Response Time SLO: 5-minute response time for Non-Urgent Service Desk Incident Response Time SLO: 15-minute response time incidents affecting the FTS during business hours for incidents affecting the FTS during non-business hours & holiday Urgent Service Desk Incident Resolution Time SLO: 30-minute resolution time for incidents affecting the FTS during business hours Service Support Commitments Operational Level Agreements (OLAs) Underpinning Contracts Non-Urgent Service Desk Incident Resolution Time SLO: 1-hour resolution time for incidents affecting the FTS during non-business hours & holiday

SLM Hierarchy to Support the Service SLA S L As: FTS 99.8% availability commitment Urgent FTS Incidents Non-Urgent FTS Incidents Problem Management Response Time OLA: Must respond to issues from the service desk within 1 business day Service Support Commitments Operational Level Agreements (OLAs) Underpinning Contracts Change Management Response Time OLA: Must respond to problem management team within 1 business day Deployment OLA: New production hardware must be deployed within 72 hours of receipt

Remedy Asset Management: Asset and Service Relationships › Track IT asset information including users, costs, locations, contracts › Consolidate and manage configuration database for components that support business services APPLICATIONS USED: › Define the relationships between the IT components and the business service through the Topology tab

APPLICATIONS USED: Server Failure Impact on Business, 2:00pm on Friday Server Goes Down REMEDY Service Level Agreements REMEDY Help Desk Investigation of incident begins Dept cannot transfer funds Contacts the Help Desk Help Desk proactively notifies all impacted users (call avoidance) On li n eF TS Te am

APPLICATIONS USED: Server Failure Event Correlation with Network Management REMEDY Service Level Agreements REMEDY BMC PATROL Network Management Server Goes Down Help Desk PATROL Network Management HD incidents

APPLICATIONS USED: Frontline Staff Restore Service The frontline staff locate and establish service to an alternate FTS system REMEDY Service Level Agreements REMEDY Help Desk REMEDY Asset Management Business proceeds, FTS can be entered again Future risk: Why did the sales order server fail? ACTIVE SLAs AVAILABILITY RESOLUTION TIME GOAL of SLAs restored pending 99.8% 30 Minutes

APPLICATIONS USED: Problem Management: Root Cause Analysis REMEDY Service Level Agreements REMEDY Help Desk REMEDY Asset Management Problem Mgt. Team ACTIVE SLAs & OLAs GOAL of SLAs/OLAs AVAILABILITY RESPONSE TIME at risk met 99.8% 1 Business Day

Service Level and Business Managers Discuss the Situation APPLICATIONS APPLICATIONS USED: USED: REMEDY Service Level Agreements REMEDY Asset Management REMEDY Help Desk Problem Mgt. Team Larger Server Needed

APPLICATIONS USED: Request for Change REMEDY Change Management Change Manager Approved Problem Mgt. Team ACTIVE SLAs & OLAs GOAL of SLAs/OLAs AVAILABILITY RESPONSE TIME C.A.B. at risk met 99.8% 1 Business Day

Implement a set of standard lifecycle processes for managing changes APPLICATIONS USED: REMEDY Change Management Larger Server Needed Request Process Review Process Implementation Process Change Implementers www Planning Process Approval Process C.A.B. – Reduce time to implement change without loss of service Expedite decisions with builtin approval process Increase visibility and communication of changes to both the business & service support staff

APPLICATIONS USED: REMEDY Service Level Agreements Requisition and Acquisition in Remedy Asset and Change Management REMEDY Asset Management Change Manager Configuration Catalog Checks Inventory Approved PR Order placed With supplier PO Finance

APPLICATIONS USED: Change Complete, Business Is Improved REMEDY Service Level Agreements REMEDY Help Desk Asset records are updated REMEDY Asset Management REMEDY Change Management Change Manager FTS Agents are directed to new, larger capacity system, system is reliable, the line of business is satisfied ACTIVE SLAs & OLAs GOAL of SLAs/OLAs AVAILABILITY DEPLOYMENT TIME met met 99.8% 72 Hours

APPLICATIONS USED: End of the Quarter: REMEDY Service Level Agreements IT and Business Managers Review Performance Revises Service Availability SLA: – Change maximum of 8 hours of downtime per year to 4 hours, which translates from 99.8% to 99.9% availability commitment

The leader of Service Management software solutions designed to automate internal and external service-related business processes Best-practice functionality through packaged applications built on a highly adaptable development platform Packaged Applications: Remedy IT Service Management Remedy Customer Service and Support Remedy Crisis Response System Remedy Citizen Response Development Platform: Action Request System

Countrywide Financial Corporation Financial services North America 4.5 billion in revenues “We expected Remedy Help Desk to not only meet our stringent workflow requirements, but to exceed them--and it did.” Steve Moore, Supervisor, Support Data Services Problem Business-critical applications must be available at all times Wanted to boost service desk productivity Solution Sophisticated service desk solution with workflow capabilities Remedy Help Desk, implemented by Strategic Technologies Benefits 40% increase in support staff productivity in one month Enhanced reporting capabilities Seamless escalation of tickets through workflow

Commerzbank One of Europe’s largest banks EMEA - Germany 5.7 million customers worldwide “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, Commerzbank Problem Needed a single customer support solution for all transaction inquiries Tracking down the status of a transaction took hours Solution Custom-built workflow-driven Customer Service Solution So successful that the application is now offered by Commerzbank to other banking networks Action Request System Benefits Reduced transaction tracking time from hours to minutes Staff productivity increased 50%, and support costs were reduced by 33% Dramatic increase in customer service

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