ITSM Architecture (ITIL v3

)
Entire Contents © 2008

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Service Strategy, Service Portfolio, Service Catalog, Service Level Agreements, Service Design Criteria, Service Workflow, Service Pricing

Business & IT Services

Principles & Policies, Funding, Ownership, Accountability, Decision Rules and Authority, Control Objectives, Performance Metrics

Governance

ITSM Architecture Deployment Questions:
• • • • • Are all domains addressed? ITSM Architecture and Business Strategies Aligned? Governance Strategies Defined? ITSM and Software Development Practices Aligned? Business Unit Participation?

ITSM Tools by Functional Focus
Entire Contents © 2007

Manager of Managers
• App Monitoring • Database Monitoring • Network Monitoring • Server Monitoring • Storage Monitoring

• • • • • • • •

• • • • • •

BMC CA EMC Smarts HP IBM Tivoli IBM MicroMuse

Alarms / Events
• • • • • • • • Adobe Appian Fuego IBM Lombardi MetaStorm PegaSystems Savvion

BMC SIM CA Unicenter BPV HP OV Service Navig. IBM Micromuse RAD InterLink BES Magnum ADVANTAGE Managed Objects BSM Compuware Centauri

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BSM & SLAM
Service View Repository

• • • • • • •

CA Unicenter Service Assure HP OpenView SLM IBM Service Level Advisor Interlink BES Managed Objects BSLM Nimsoft NimBUS Compuware Centauri

SLM Process Business Relationship Management
• • • • • • • • • • • • • Axios assyst BMC Remedy & Magic CA Unicenter Service Plus Epicor ITSM Front Range Heat & ITSM HP OVSD & ServiceCenter Hornbill Supportworks iET Solutions Infra InfraEnterprise Marval Group Open MSM Oracle Vantive & Siebel TechExcel HelpDesk TouchPaper

Customer Review & Reporting

• • • • • • • •

BMC Discovery CA Cohesion IBM TADDM HP/Mercury MAM mValent EMC nLayers Symantec Relicore Tideway Systems

CI

Key Buyer Questions:
• Have we defined our processes? • Buy now or wait? • Do we understand our requirements? • Suite or Best of Breed? • What categories? • What is the relative priority?
Service Dependency Mapping CI CI

Process Mngmnt

Service Desk

Contacts
IT Asset Mngmnt
IT Service Portfolio Mngmnt

Information
• Computer Associates • Digital Fuel • Euclid • Lontra • newScale • Oblicore • Real Clear

User’s Incidents & Requests

Inventory

CI Staging Area
Assets

• • • • • • • •

Alloy Software BMC Asset Manager CA Unicenter Argis HP AssetCenter MRO Maximo PS'Soft Qualiparc Staff and Line Asset Frame Tangram Enterprise Insight

CMDB

Key Features: Federation Mapping Reconciliation Synchronization Visualization

Import CIs

• • • • • • • • • •

BMC Atrium HP UCMDB IBM CCMDB Symantec VCM iET CMDB CA CMDB Axios Assyst Blazent CMDB InfoVista CMDB Managed Objects CMDB360

BSM – Business Service Management CI – Configuration Items (HW, SW, People) CMDB – Configuration Management Database SLAM – Service Level Agreement Management

NAI On-Demand BSM Solutions

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NAI BSM Solution Characteristics

Presentation Tier

No upfront investment in hardware or software Pay for actual usage for any size business Solutions designed using Web 2.0 Architecture
Based on Web Standards Service Oriented Architecture Small Footprint Multi-Tenant Built-in Integration Easily Extensible Highly Scalable

Service Management Functional Tier

Service Management Integration Tier

Minimal or no consulting fees to deploy Deploy in hours or days rather than weeks and months.

NAI On-Demand Solutions for ITIL v3

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