Professional Documents
Culture Documents
Day 2 - ITSM - Maximo
Day 2 - ITSM - Maximo
Day 2 - ITSM - Maximo
Asset&ServiceManagementSolutions
Broad, best-in-class capabilities for managing the critical assets that drive the business.
Production & Delivery Equipment Facilities
Power generation equipment Transmission & Distribution Refineries, chemical plants Manufacturing lines
Corporate buildings Hotels, hospitals Airports, government facilities Rail, rolling stock Utility Fleets Over-road vehicles Ships, aircraft
Transportation Assets
WhatdowemeanbyaService?
Applications Hardware Vehicles Software Machinery Equipment Tools Buildings Infrastructure
ASSETS
Resources Raw Materials Data Components Sub-Assemblies Cash Consumables Deliverables Information Waste Finished Goods Components By-Products
INPUTS
SERVICE
OUTPUTS
PEOPLE
Agents Government Agencies Managers Intermediaries Third Parties Contractors Users Engineers Customers
PROCESS
Regulations Plans Flowcharts Rules Instructions Schedules Templates Diagrams / Schematics Policies Procedures
ServiceManagementmaturityreview
80 to 85% of IT Departments are here.
VALUE SERVICE PROACTIVE REACTIVE CHAOTIC
External Integration
TodaysRealServiceChallenges
IT leaders need to measure the real ways they and their departments are adding value to the business, at every level. IT people must be, fundamentally, business thinking people.
James D. Wolfensohn President of the World Bank 1995 - 2005
IT Help Desk
Business
IT Changes
Business Changes
Manual Discovery
Asset Repository
Data
IT Monitoring
IT Help Desk
IT Changes
Business
Business Change Changes Management
Data CMDB
Underpinning contracts Service Level Objectives 3rd Level Support & suppliers
Data
IT Monitoring
Business
Change Management Underpinning contracts IT Service Desk Service Level Objectives 3rd Level Support & suppliers
CMDB
Auto Discovery
Asset Management
Business
Underpinning contracts IT Consolidated Service Desk Service Desk Service Level Objectives 3rd Level Support & suppliers
ExampleBusinessService:FinancialLoansSystem
SettingupasuccessfulServiceManagementstrategy
Bus Mgr
IT Support
ITInfrastructurehastobevisiblebyServiceDesk
Service Desk
Magasinier
Auto Discovery
Users
ServerFailureImpactonBusiness
Investigation of incident begins
ERP Server goes down
2 3 4 6 5
Users
Service Desk
>> Quotation System Fault We are experiencing problems with the quotation system, stay tuned to the bulletin board messages for regular updates
Supervisor
Supervisor Receives E-mail confirmation of outage and what the status is.
1stLevelSupportStaffrestoretheservice
The IT failure is preventing quotes being generated and thus having a direct impact on the business
!!!
Bus Mgr
Service Desk
The Service Desk discovers an excessive number of log files. The log files are archived off and the server is re-booted
Supervisor Users
ERP Users are now 3 able to logon and a fix was SLA met!, IT responded within minutes, implemented within the hour
BusinessServicesarerestored
Service Desk
ProblemManagement&RootCauseAnalysis
Service Desk
Bus Mgr
Prob Mgr
ProblemManagement:RootCauseAnalysis
Service Desk
Problem Management
ServiceManagementmeetwithBusinessManagementto discussthesituation
Business Users
IT Team
Service Desk
ARequestforChangewillberaised
Business Users
IT Team
A RFC to be raised
Service Desk
BusinessandTechnicalapprovalneeded
Approved
Problem Manager
1 2
C.A.B
Change Manager
Service Desk
Change Management
RequisitionandAcquisitionusingMaximoApplications
Supplier
PO
CIO
Purchase Order
Procurement
Change Manager
PR
Service Desk
Finance
Change Management
Purchase Requisition
Receiving,ChangeandRelease
Release Management
Change Manager Receiving Dock
Service Desk
Material Receiving
Bus Mgr
ChangeandReleaseManagement
2nd level team update the Change and Problem tickets and the Service Desk is informed
Service Desk
Asset Management
Bus Mgr
ITandBusinessmanagersdiscussthePIRandtheenhanced businessservices.
Change Mgr Bus Mgr CIO
Service Desk
Users
ITtechnicianscarryoutfurtheranalysisto proactivelyresolveanyfutureerrors.
Service Desk
MaximoendtoendITILServiceManagement
Service Request
Incident Management
Asset Management
Purchase Requisitions
Change Management
Problem Management
1 CMDB instance