Leveraging It Il With SCC DV 12

LEVERAGING ITIL WITH SMARTCLOUD CONTROL DESK
A Powerful Agile Solution for Rapid Implementation of IT

Service Management
October 1, 2012
Leveraging ITIL with

IBM SmartCloud Control Desk
A Powerful Agile Solution for Rapid Implementation of IT Service Management
Document Version 1.2
Son Pham
Tivoli Software, IBM Software Group
Copyright International Business Machines Corporation 2012. All rights reserved.

US Government Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.
1
Table of Contents
INTRODUCTION__________________________________________________________________4
IBM SMARTCLOUD CONTROL DESK OVERVIEW ________________________________________5
PREPARING FOR IMPLEMENTATION _________________________________________________7
Manage Expectations___________________________________________________________________7
Develop Implementation Strategy ________________________________________________________7
Implement Highly Interrelated Processes___________________________________________________8
Leverage ITIL __________________________________________________________________________8
DESIGNING THE TARGET PROCESSES ________________________________________________10

Populating the SmartCloud Control Desk with Support Data __________________________________10
Preparing to Gather Support Data______________________________________________________________ 10
Example of Identifying Support Data____________________________________________________________ 11
Designing the Target Processes __________________________________________________________12

Advanced Workflow Components______________________________________________________________ 13
Gathering Requirement to Design Target Processes________________________________________________ 13
Designing the Target Processes ________________________________________________________________ 14
Gathering Detailed Requirement to Implement Target Processes _____________________________________ 14
IMPLEMENTING SERVICE DESK AND SERVICE MANAGEMENT PROCESSES __________________17

Service Desk _________________________________________________________________________18
Request Fulfillment Management________________________________________________________19
Incident Management _________________________________________________________________20
Problem Management _________________________________________________________________21
Change Management __________________________________________________________________22
Release and Deployment Management ___________________________________________________24
Service Catalog Management ___________________________________________________________25
Service Level Management _____________________________________________________________26
IMPLEMENTING SERVICE ASSET AND CONFIGURATION MANAGEMENT____________________27

Preparing for Implementation___________________________________________________________28
Understand Key Concepts ____________________________________________________________________ 28
Understand Product Capabilities_______________________________________________________________ 30
Built-in Process Integration and Automation _______________________________________________31

Managing the CI Identification Process __________________________________________________________ 31
2
Managing Actual Configuration Items___________________________________________________________ 31
Managing Authorized Configuration Items _______________________________________________________ 32
Managing Configuration Management Processes _________________________________________________ 32
Managing CI Baselines _______________________________________________________________________ 32
Managing CI Lifecycles_______________________________________________________________________ 33
Managing Service Assets _____________________________________________________________________ 33
Managing Service Assets and CIs Together _______________________________________________________ 34
DEMONSTRATING VALUE TO BUSINESS _____________________________________________34

How to Measure______________________________________________________________________34
What to Measure _____________________________________________________________________35
APPENDIX A ASSESSMENT QUESTIONNAIRE ________________________________________37

APPENDIX B - MORE INFORMATION ________________________________________________39
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INTRODUCTION
This document aims to provide a practical methodology and approach to leveraging Information
Technology Infrastructure Library (ITIL) when implementing IBM SmartCloud Control Desk.
SmartCloud Control Desk is explained in nontechnical language, as well as how best to apply ITIL
framework best practices to improve your current processes or implement new processes to meet
your business needs. You can then optimize your processes as you grow with incremental changes.
ITIL is a constantly evolving framework in the field of IT Service Management (ITSM). The ITIL core
consists of five lifecycle publications, each of which provides necessary guidance for an integrated
approach to ITSM. The five publications are: ITIL Service Strategy, ITIL Service Design, ITIL Service
Transition, ITIL Service Operation, and ITIL Continual Service Improvement. ITIL is not a standard that
must be followed; it is guidance that should be read, understood, and used to create value for the
service provider and its customers. Organizations should adopt ITIL and adapt it to meet the needs of
their IT organization and their customers. ITIL V3 2011 Edition incorporates feedback from the user
and training communities, and was designed to ensure both that the texts are more usable and relate
more clearly to one another and that the content is conveyed in a clear, concise, and complete manner.
This latest edition now is referred to as "ITIL 2011," or simply "ITIL."
IBM contributed the Information Systems Management Architecture (ISMA) to the initial ITIL project,
which was commissioned to document best practices for managing ITSM in the late 1980s. IBM also
contributed in many ways to ITIL Version 2, including authoring, quality reviews, project management
and additional support through the IT Service Management Forum. The ITIL service support and
delivery publications contain significant contributions from IBM. The ITIL application management
book, co-written by authors from IBM and other companies, is the basis for the life-cycle concept in
ITIL Version 3. IBM currently has thousands of ITIL-certified staff with a variety of skills, including
expertise in service delivery, service desk, incident, problem, event, configuration, asset, change,
release, capacity, financial management and monitoring design, business resilience, server, network,
storage, facilities, user services and other ITIL practices. Our experience with our own internal global
operations and service delivery centers, our experience with hundreds of clients, our breadth of
capabilities, and our global methods and intellectual capital are available to help you establish a
complete management framework that links IT services directly to business results, while overcoming
the common obstacles to implementation and execution in ITIL environments.
IBM SmartCloud Control Desk (SCCD) delivers an out-of-the box solution for service desk and ITIL
based service management processes. SmartCloud Control Desk offers a single unified solution that is
built specifically to leverage the ITIL process framework and provide significant levels of integration
between the processes and their associated record types. From a service perspective, SmartCloud
Control Desk enables an organization to understand the health of its services from an end-to-end
perspective. From a process perspective, SmartCloud Control Desk enables centralization, automation
and integration of core service management processes. Preventive measures can be implemented to
increase the stability, reliability and availability of the IT infrastructure. SmartCloud Control Desk can
be configured to meet your specific needs today and is easily adapted to grow with your business. With
IBM, you can build your IT Service Management on a unified SmartCloud Control Desk solution that is
backed by our ongoing commitment to research, development, and technology innovation.
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IBM SMARTCLOUD CONTROL DESK OVERVIEW
IBM SmartCloud Control Desk V7.5 replaces IBM Tivoli Service Request Manager (TSRM), IBM
Tivoli Change and Configuration Management Database (CCMDB), and IBM Tivoli Asset Management
for IT (TAMIT). SmartCloud Control Desk offers an advanced architecture that leverages key internet
concepts, standards and technologies, including Java Platform Enterprise Edition (Java EE) and
service-oriented architecture (SOA), for optimum compatibility with todays internet infrastructure.
SmartCloud Control Desks Web-based interface can be configured easily to map to your organizations
processes, data models, end user and corporate user interfaces, and portal standards.
Powerful Built-in Process Automation and Integration

The SmartCloud Control Desk solution gives customers a single, unified platform to drive control
across the organization, balancing quick time to value and a variety of deployment options with a
uniquely broad ability to manage IT services and assets across the entire enterprise.
IBM SmartCloud Control Desk

Request Incident Problem Change Release
Fulfillment Management Management Management Management
Configuration IT Asset Procurement License

Management Management Management Management
Common Services
User Interface and Process Automation
Reports and Analytics
Self Help Workflows
Configuration Database
Asset CI Automation
Roles, Organization, Sites,

Changes, Incidents,
Figure 1 IBM SmartCloud Control Desk
SmartCloud Control Desk was built based on ITIL V3 with extensive usability improvements. The out-
of-the box processes that handle request fulfillment, incident, problem, change, release, configuration,
service asset, license, service catalog and service level management are fully integrated with a robust,
user-friendly, and intuitive interface that is highly configurable. The product supports full, bi-
directional, and automated integration of assets and Configuration Items (CIs), including the abilities
to create one from the other and to keep data synched across them. This gives the service desk analyst
visibility into the hardware and software that is affected or causing an issue. Additionally, the service
desk analyst has visibility into what the requester owns, which is important for problem resolution or
decision-making. SmartCloud Control Desk also offers automated synchronization of data between
Change Management and IT Asset Management.
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ITIL offers non-prescriptive process guidelines and definitions that can be utilized in different ways
according to need. Therefore, to put ITIL framework best practices in action, the IBM Process
Reference Model for IT (PRM-IT) process model was used to build the detailed Process Automation
Workflows that control and automate all the built-in integrated processes. For example, the process of
managing change to the infrastructure is compounded by size, complexity, business impact, and
regulatory requirements. Modeling such workflows with the proper approval and change controls
requires secure, auditable, and controlled processes. PRM-IT is a comprehensive and rigorously
engineered process model that describes the inner workings of and relationships between all ITIL
processes as an essential foundation for service management, including considerations for COBIT, RUP
(IBM Rational Unified Process), CMMi (Capability Maturity Model Integration) and other industry-
accepted practices.
SmartCloud Control Desk has been Gold level-certified (the highest possible certification) for incident,
problem and request fulfillment processes by the Office of Government Commerce (OGC), which is the
official owner of ITIL. In addition, SmartCloud Control Desk has been certified officially as ITIL
compatible by Pink Elephant for request fulfillment, incident management, problem management,
change management, release and deployment management, service asset and configuration
management, knowledge management, service catalog management, service level management, event
management, availability management, and financial management.
Out-of-the Box External Integration

An increased pressure on IT to reduce costs has put the need for implementation of process
improvements or entirely new processes that span across many organizations, inside and outside of IT.
SmartCloud Control Desk is designed to offer scalable industrial strength process workflows and
automation to accelerate process execution and ensure consistency and therefore accuracy of process
execution. To help customers implement processes across organizations that require integration with
other products, SmartCloud Control Desk comes pre-built with third party integration and integration
with other IBM Service Management products across both distributed and main frame host
environments. SmartCloud Control Desk also provides an out-of-the-box Integration Toolkit that
supports integration with many IBM and non-IBM products. Several of the integration modules are
available for free to download. This toolkit also can be used by the customers to build integrations on
their own. In addition, IBM Tivoli Integration Composer tools are available for loading discovered
assets data from IBM and non-IBM products to SmartCloud Control Desk database. Integration with
monitoring tools provides infrastructure event capture capabilities. Events are notifications created by
a configuration item, either by a service or from monitoring tools and, based on the event, appropriate
next steps can be taken such as initiating an incident, problem management, or change management.
For example, an integration of IBM Tivoli Monitoring (ITM) data, gathered by operating system agents,
and data discovered by IBM Tivoli Application Dependency Discovery Manager (TADDM) provides
visibility on CPU, memory, disk usage by a manufacturer, a model of the server, or by operating system
types and the resources utilization for application server and databases.
Deployment Options to Meet Your Needs

This product is provided in three editions to match the needs of a wide variety of customers. The three
editions are: IBM SmartCloud Control Desk - Entry Edition, IBM SmartCloud Control Desk, and IBM
SmartCloud Control Desk - Service Provider Edition. The following deployment methods will be
available for you to choose from:
Standard install, which is how customers typically implement IBM Tivoli products today
Software as a Service (SaaS) model that enables you access to the software by paying a
monthly license charge versus deploying the software to your local infrastructure
VM image for gaining access to new functions quickly and easily.
6
PREPARING FOR IMPLEMENTATION
IBM SmartCloud Control Desk is a complete, fully integrated solution suite. As with any new solution,
when implementing SmartCloud Control Desk, it is important to not try and boil the ocean but rather
to divide the project into multiple phases, identifying and implementing quick wins to demonstrate
incremental successes. SmartCloud Control Desk SaaS provides access to a standard image on the IBM
cloud. This image comes with many predefined templates to begin setting up and configuring the tool
for business use. The SmartCloud Control Desk SaaS service delivery team will provide a production
instance that the client can use to perform normal implementation tasks and to manage its own
implementation work. The client also can request that IBM perform these implementation tasks as a
standard project. You should limit the number of external integrations and product integrations per
phase since a Big Bang approach makes problem determination difficult.
Manage Expectations
It is important to set accurate expectations for project deployment before beginning the project. You
want people to understand that service management solutions are comprised of people, processes, and
technology. People are the foundation, processes tie tasks together, and the product is an enabler. In
this context, implementing SmartCloud Control Desk creates opportunities for significant
improvements in service management through process reengineering and automation. SmartCloud
Control Desk should be implemented and configured with an understanding of the existing IT
infrastructure and processes. Knowing how things currently work helps to prepare for process
reengineering, softens the organizational change process, and establishes baseline measurements.
Getting buy-in from customers and stakeholders who will be involved and impacted by the
deployment, as well as an early consensus on the end-state, is needed to manage the implementation
project effectively. Stakeholders within an enterprise are those who wish to generate value from IT
investments, including those who provide IT services and those who have a control/risk responsibility.
There will be challenges when attempting to implement SmartCloud Control Desk that meets the
requirements of all stakeholders within the business. The following will help to overcome these
challenges:
Understanding the business requirements/priorities and the different stakeholder
expectations when justifying the requirements.
Identifying the cost of capturing and maintaining data and the value that data is likely to bring,
as well as the negative impact of data overload.
Rejecting unfeasible data capture and providing justification for expenditures to capture
relevant data that otherwise would be unavailable.
Committing only to items within your control.
Not over committing the technology.
Documenting agreed upon objectives and requirements.
Develop Implementation Strategy

To ensure a smooth transition to SmartCloud Control Desk, you should develop a deployment strategy
that focuses on opportunities for process reengineering and automation to meet your business needs.
Consider the following key elements when developing a deployment strategy.
Get buy-in from the customers and stakeholders who will be involved and impacted by the
deployment of SmartCloud Control Desk.
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Establish a deployment team with the appropriate knowledge, skills and training. Educate all
team members on what SmartCloud Control Desk is and what it is not.
Must have a good understanding of the existing processes and tools.
Get an early consensus on the end-state, which will help in managing the implementation
project effectively.
Implement a large project in multiple phases with quick wins. Limit the number of external
integrations and product integration per phase. Big Bang approach makes problem
determination difficult.
For large and complex deployment projects, implement a Project Change Control, assign a
Project Manager, and plan for extra time to handle unexpected issues.
Develop metrics to show the value of the deployment.
Implement Highly Interrelated Processes

All the built-in processes of the SmartCloud Control Desk can be implemented separately, but you
should consider implementing highly interrelated processes concurrently to maximize your return on
investment (ROI).
If you have not already identified the key pain areas in your IT organization, a simple assessment
survey is sufficient to gather high-level information about current processes and identify significant
gaps in terms of people, process and technology issues. The answers to this questionnaire will be used
as input to prioritize where to begin formal process improvement. Appendix A provides an example of
an ITIL process assessment questionnaire. The ITIL Continual Service Improvement publication
provides information and best practices on formal assessments for measuring improved process
capability and/or to identify potential shortcomings that could be addressed. Based on the results of
this survey, you can decide which process to implement first. If you cannot identify key pain areas
and want to quickly improve your IT organizations service delivery, you could start with service desk
and customer-facing processes such as request fulfillment and incident management. By successfully
implementing service desk, request fulfillment and incident management, you can gain immediate
credibility throughout your organization.
The following are highly interrelated ITIL processes that are commonly being implemented together.
Service desk, request fulfillment, incident management, and problem management -
Service desk and this group of processes can be adopted and implemented relatively quickly
and have a significant ROI and improved customer satisfaction.
Change management, release management, service asset and configuration
management, and knowledge management - This group of processes should be considered
as a strategic deployment to support other processes and to provide a more stable service
management environment. An implementation of discovery with dependency mapping should
be considered to get full capabilities.
Service catalog, service level management, financial management - This group of
processes ensures the efficient delivery of correct services that meet SLAs and provides IT
with capability to implement cost management and chargeback. It also provides provide
accurate information needed to manage and improve the level of service.
Leverage ITIL
Today many IT organizations must rapidly adapt to change. SmartCloud Control Desk is designed to
implement ITIL processes and functions and to deliver value across your business quickly. This
product suite provides the agility to maximize opportunities in a changing market by enabling the
centralization, automation, and integration of core service management processes. The data collected
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by SmartCloud Control Desk can be analyzed in order to identify trends. Preventive measures then can
be implemented to improve IT service quality.
SmartCloud Control Desk offers built-in process workflows based on ITIL that can be easily configured
to meet specific requirements for simple to very complex environments. This will ensure that tasks are
handled in a predefined path by a predefined individual with a predefined role and responsibilities
and within predefined timescales.
We have worked with many companies in many markets, geographies, and industries and under a
variety of circumstances. Our recommendations based on lessons learned from previous deployments
are as follows.
Do not recreate what you are doing today. For example, recreating the current Service Desk
will result in little benefit and high costs for product customization and maintenance.
Implementing SmartCloud Control Desk creates opportunities for process reengineering and
automation to meet your business needs. The implementation and the process design should
be looked at as transformation and not just automation of what you do today.
With the workflow capability in SmartCloud Control Desk and the ITIL framework best
practices, you can deliver a process based implementation that includes governance that is
required to establish the decision rights and accountability framework that glues the
management capabilities together and drives the desired behavior in IT.
For large deployment, involve the appropriate business resources in the design of the
processes to ensure cohesive decision making and overall process integration.
Resist customization to reduce the complexity, time to implement and effort to upgrade.
Understand configuration versus customization and ensure you have the correct skill sets
included within the implementation and support teams.
Ensure you have a realistic idea of the quality of asset information to determine requirements
for migration and upload.
Verify Data migration to ensure critical historical data remains available and accurate.
Document all customizations and code changes made during the design and implementation
will ease the challenges of tool support.
Benefits of the ITIL Process Implementation Approach

The requirements gathered via this approach allow the configuration of the tool to deliver the
designed process.
The requirements gathering linked to sub processes allowed the teams to define the required
support processes.
The workflow in SmartCloud Control Desk follows the exact steps in the process, which
reduces the level of tool expertise required.
Clear definition of roles and responsibilities in the process allows for process transformation
The project implements a best practice process and not another systems management tool.
When SmartCloud Control Desk is implemented, the organization can state that they rolled out
ITIL based processes to their organizations.
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DESIGNING THE TARGET PROCESSES
ITIL describes the generally accepted best practices, but does not cast in stone every action required,
every role or job that is required, or every technology that is required. This section explains how to
apply the core and most relevant ITIL processes to configure the SmartCloud Control Desk to meet
your business needs. The ITIL publications provide information on additional processes and process
interfaces, many of which are available out-of-the box with SmartCloud Control Desk.
Populating the SmartCloud Control Desk with Support Data

The first step to configuring SmartCloud Control Desk is to gather the support data needed to populate
the tool. You should review the supporting data gathered and then define the specific requirements
regarding management information needed for the request fulfillment, incident management, problem
management, and change management processes.
SmartCloud Control Desk offers a Quick Configuration application that enables you to quickly and
easily set up key configuration settings such as organizations and sites. You can also use this
application to load data. The Quick Configuration application provides simple wizard-style input
parameter tabs focused on driving particular setup scenarios.
Preparing to Gather Support Data

The following information will be needed for request fulfillment, incident management, problem
management, and change management:
Policies e.g, reassignment, closure, notification, etc.
Reference Data e.g., call codes, status values, categorization, etc.
Measurements Key Performance Indicators (KPIs)
Reports e.g., active incidents by group, closed by cause code, etc.
The base data required to populate the SmartCloud Control Desk tool is assets, locations, sites, people,
users, security groups, roles, vendors, classifications, and SLAs. This data may come from existing
databases that will require data migration. Some data may need to be created from existing data
sources, and some data may need to be created.
Before you replace the existing products with SmartCloud Control Desk, the following general process
implementation questions should be answered regarding the processes that you are going to configure:
Do you want to use the existing priorities, escalations and categories for the processes that you
are going to configured?
Do you want to use the same paths the processes that you are going to configured?
Do you want to use the same KPIs the processes that you are going to configured?
Do you want to use the production processes as a base and then augment from there?
For a large or complex deployment, you should conduct a workshop and involve the parties required
to understand and document appropriately the support data and key deployment decisions that must
be made prior to the implementation of SmartCloud Control Desk. The IT Managers/Professionals that
typically participate in such workshops include, but are not limited to:
Change Control Managers/Administrators
Service Desk Managers
IT Operations Managers and Professionals
Service Management Process Owners
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Systems Management Architects
Project Managers
The following main questions should be used to generate more detailed questions to create a series of
deployment decisions that will affect the deployment approach, resources and timeline, depending on
the responses:
What is the current state of the asset data?
To what extent will you be using asset data as part of the processes that you are going to
configure? (i.e., service fulfillment, incident management, problem management, and change
management processes)
What potential external product integration points exist in the environment?
How can historical data be migrated where necessary?
Do you want to include existing knowledge in the new Solution Database in SmartCloud
Control Desk?
Example of Identifying Support Data

The following is a sample questionnaire focusing on deployment decisions regarding the What is the
current state of the asset data question above.
Questions/Considerations Answers
Is the asset data in a centralized location?
Are there multiple sources for the asset data?
Will the data need to be scrubbed?
Is your current location data clean or does it contains duplicates that

need to be sorted out?
Do you intend to clean the data prior to importing it into SmartCloud
Control Desk?
Potential Actions Decisions
Use the current production asset data and perform a data conversion to
SmartCloud Control Desk
Understand the quality of the data that will be imported into the new
tool and repair the data as needed once it has been imported
Try to clean the data prior to the import into SmartCloud Control Desk
Have IBM help repair the data prior to its entry into the new tool
Gather all new asset data either manually or via automated feeds
Add the data regardless of quality and deal with any consequences later
Table 1 Example of Template to Gather the Current State of the Asset Data
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The following is a sample questionnaire focusing on deployment decisions regarding the To what
extent will you be using asset data as part of the processes that you are going to configure question
above.
Questions/Considerations Answers
To what extent are you currently using asset data as part of the request
fulfillment, incident management, problem management, and change
management processes?
How do you intend to include asset information in the designs for the
request fulfillment, incident management, problem management and
change management processes?
Will the updating of assets by the service desk be a one-way update or a
two-way update?
Options Decisions
Best practices suggest that asset data should be included in all service
request and incident management processes.
Change management most often uses CIs instead of asset data as part of
the change.
In a phased implementation, request fulfillment, incident management,
problem management and change management initially can be
implemented without associated assets.
Assets are associated with all request fulfillment and incident
management.
Table 2 Example of Template to Understand the Use of Asset Information
Designing the Target Processes

Workflow processes can be designed to incorporate the most effective ways of completing business
tasks. You can evaluate your current practices and determine how you can improve or standardize
them before you design workflow processes. When you create a workflow process, the product directs
records through paths that you specify. When you design a process, you should consider what can
happen at each decision point and include all of the paths that a record can take. You could begin your
workflow implementation with simple processes. You can always build in more complexity in a later
revision.
Workflow processes are generally automated. For this reason, you can create a test environment
where you design and test processes without affecting records in your production environment. You
test your workflow processes by routing a record through each possible path. Perform these tests
before you export your processes to your production environment to ensure that each workflow
process accurately reflects your business process. To modify a process after it has been enabled and
locked, you must create a revision of the process. A revision of the process is required because other
records might be under the control of this process.
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Advanced Workflow Components
You can use the Advanced Workflow Components applications of the SmartCloud Control Desk to plan,
design, build, test, and manage workflow processes. Workflow provides a means of electronically
reproducing IT processes so that they can be applied to records. With the built-in workflows, you can
manage the movement of a record through a process from start to finish. You can instruct individuals
to act on records, specify delegates when workers are unavailable, ensure that individuals act in a
timely manner, and ensure that an audit trail exists for each record and process.
Workflow handles assignments in a flexible manner. Assignees can receive notifications of
assignments in their Workflow Inbox or in their e-mail inbox, eliminating the need for users to search
for their assignments. Workers or administrators can reassign workflow tasks, stop a process instance,
and remove a record from the control of workflow. You can specify at what point in a process you want
e-mail notifications generated. Delegates can be specified when workers are unavailable.
A workflow process can run a program, such as a batch file or an .exe file, that is stored on a local
server in the system directory. A workflow process for one type of record can launch a process for
another type of record. For example, a service request can launch a process for an incident. A process
can contain sub-processes. When a process requires user interaction, the product can direct a user to a
specific application, to a tab, or to an action.
SmartCloud Control Desk offers built-in process workflows based on ITIL V3 that can be used
immediately without modifications for simple deployments. You can create new workflows or modify
the built-in workflows to meet your needs, but the more you can use the built-in workflows, the more
you align your processes with ITIL and the less work you will have to do later to configure the target
processes.
Gathering Requirement to Design Target Processes

You should follow ITIL best practices as much as possible and follow the built-in workflows of
SmartCloud Control Desk to design your target processes. Once you complete the design, you can move
to the next step, Configuring the Processes, to configure SmartCloud Control Desk.
This section describes methodology and process to identify requirements to design the target
processes to meet specific requirements for a complex environment or when you replace a product.
This will ensure that tasks are handled in a predefined path by a predefined individual with predefined
role and responsibilities and within predefined timescales.
Identifying objective requirements is critical to the success of a SmartCloud Control Desk
implementation. The most efficient way to do this is to use a requirement gathering methodology
based on the workflows provided by SmartCloud Control Desk across the business. This is a soft-
structure approach that aligns your Service Desk and supported processes with ITIL framework best
practices. This also will result in an effective way to force processes and operational procedures to
meet the business needs and improve the quality of supporting data and reduce operation costs. This
methodology can be applied to a simple implementation or to a very complex process design involving
configuration and customization.
To identify requirements, you should start with an understanding of what outcomes must be achieved
and how to satisfy the outcomes currently underserved. You want to look for objective data and
indicators.
Tasks: What job are you seeking to execute?
Outcomes: What is the desired outcome?
Constraints: How can these constraints be removed?
Best practices: How does it align with ITIL framework best practices?
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The identified requirements then will be classified with the understanding of the benefits of
simplification and standardization, opportunities to apply ITIL best practices, and minimization of
product customization. To justify the requirements, you need to understand the business
requirements/priorities and the expectations of different stakeholders. The cost of implementing and
maintaining a function, as well as the expected value the function likely will bring will help to
determine which requirements to reject as unfeasible.
For a large or complex deployment, you should conduct a workshop with the right people involved to
understand and document the process design decisions.
Designing the Target Processes

As mentioned in the Preparing for Process Implementation section, the SmartCloud Control Desk
SaaS provides access to a standard image on the IBM cloud. This image comes with many predefined
templates to begin the process of setup and configuring the tool for business use. The SmartCloud
Control Desk SaaS service delivery team will provide a production instance which you can use to
perform normal implementation tasks and manage their own implementation work. You also can
request IBM to perform these implementation tasks as a standard project. You should limit the number
of external integrations and product integrations per phase since a Big Bang approach makes problem
determination difficult.
Before you design the target processes, keep the following recommendations in mind with regard to
Preparing for Process Implementation.
Implementing SmartCloud Control Desk creates opportunities for process reengineering and
automation to meet your business needs. The implementation and the process design should
be looked at as a transformation and not just the automation of what you do today.
Resist customization to reduce the complexity, time to implement and effort to upgrade.
Before you replace the existing products with SmartCloud Control Desk, you should answer the same
general process implementation questions as described in the Gathering Support Data section of this
document with regard to the target processes that you plan to configure.
Do you want to use the existing priorities, escalations and categories for the processes that you
are going to configured?
Do you want to use the same paths the processes that you are going to configured?
Do you want to use the same KPIs the processes that you are going to configured?
Do you want to use the production processes as a base and then augment from there?
Gathering Detailed Requirement to Implement Target Processes

The following methodology to gather detailed requirements can be used to gather requirements for all
other process workflows
In this example, assume you already completed the design of the request fulfillment process discussed
in Step 3 above. You now will follow a simple methodology to collect detailed requirements by
answering a series of questions for each process step within the target process workflows that you
designed.
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Request Fulfillment Procedure (1/2)
Non-IT Users IT Users

Users/Customers
30K 500
5.2
Service Request
Action
Notification
2.1 3.1
Submit Service Submit Service
Request Request
ITIL Process
Incident Problem Change

Management Management Management
Service Request
5.1
Monitor, Track and
Manager
Disruption Recurring Problem Communicate

of Service or Severe Outage
Service Requests
Service
Service Interuption Request
(Resolved)
Request for Change
3.7.1
3.7.2
L1 - Service Desk
5
2.2 Own, TrackService
and
2.3 2.4
Receive and Service Monitor SvcRequest
Req Resolve Service Go to
Request Fulfill or Route Fulfillment
Approve Service (Approved)
Request 3.6
Service Request Information
Request
Service 4
Request
Fulfillment Close Service End
Information Request
Request Analyst
3.2
3.3 Service Got to
Receive and
Receive Routed Request 3.4
Approve Service (Approved)
Service Request
Request
Service
Request
(Approved)
Figure 2 Example of Request Fulfillment Management Procedure
Questions to gather detailed requirements for Process Step 2.1 Submit Service Request
Here is an example of questions that you can use to gather detailed requirements for Process Step 2.1
of the request fulfillment process in Figure 2 above.
For users accessing the tool via the self-service portal, the following questions should be asked to learn
how to configure this procedure.
Will you use Active Directory to get the names of requesters?
How will you handle callers to the Service Desk that do not have a user id?
Will VIP service be needed for any groups or individuals?
Will some CIs need to have a higher priority assigned to their ticket than others?
Can someone open a P1 or P2 Incident ticket through the All User Interface?
Do users have the option to select the classification and auto-route the ticket?
Will tickets that do not contain a classification be routed?
Note: Some classifications will go directly to the L1 Service Desk where a classification will be
completed to route the ticket.
For a large deployment, you should conduct a workshop and follow this requirement gathering
methodology for each procedure in the process workflows.
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Example of deployed request fulfillment process
The following is a real life example of the final process design (screen capture Figure 2) and the
configuration of the Process Step 2.1 and Process Step 2.2 of the request fulfillment process. This
process was deployed in a large and complex environment using the requirement gathering technique
described in this section.
Process Step 2.1 Submit Service Request

A non-IT user accesses the tool via the self-service portal
The user has the option to select the classification and auto-route the ticket
Tickets without a classification will be routed to the L1 Service Desk where a classification will
be completed to route the ticket. Note: Some classifications will go directly to the L1 Service
Desk.
Process Step 2.2 Receive and Approve Service Request
L1 Service Desk role receives the ticket submitted by the non-IT user because of the
classification selected by the user that auto-routes the ticket to the L1 Service Desk.
The submitted ticket appears in the inbox for that group in Service Desk via the Start Center of
the SmartCloud Control Desk.
The L1 Service Desk role opens the ticket from the inbox. If he has the skills for the request he
then will click on the workflow button to accept the request.
Status = New
L1 Service Desk has to answer the question Is this request a supported IT service?
NO - Request is declined and requestor is notified via email. The status of the Service
Request ticket is changed to closed and will appear in the requestors inbox as
closed.
YES L1 Service Desk should select one of these options:
o Service Request
o Incident
SmartCloud Control Desk validates only one option selected and follows the
appropriate workflow for Service Request or Incident.
Gathering Detailed Requirements via Sub-Process

In a workshop environment, you would want to document and get agreement on the detailed
requirements. Again, you can use the built-in workflows of SmartCloud Control Desk and its sub-
processes as a starting or reference point. Figure 3 is a screen capture of a sample Standard Change
Request (submittal) showing the documented description of each sub-process or procedure in the
process. This detailed description of each procedure can be used to configure the Change Management
process in the SmartCloud Control Desk.
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Figure 3 Example of Gathered Requirements via Sub-process
IMPLEMENTING SERVICE DESK AND SERVICE MANAGEMENT PROCESSES

SmartCloud Control Desk was built based on ITIL V3 with extensive usability improvements. The out-
of-the box processes that handle request fulfillment, incident, problem, change, release, configuration,
service asset, license, service catalog and service level management are fully integrated with robust
user-friendly, intuitive interface that is highly configurable.
You can use the Advanced Workflow Components applications of the SmartCloud Control Desk to plan,
design, build, test, and manage workflow processes. Workflow provides a means of electronically
reproducing business processes so that they can be applied to records. With the built-in workflows,
you can manage the movement of a record through a process from start to finish. You can instruct
individuals to act on records, specify delegates when workers are unavailable, ensure that individuals
act in a timely manner, and ensure that an audit trail exists for each record and process
This section provides an overview of the ITIL best practices for service management processes and the
SmartCloud Control Desk built-in workflows and functions that automates and integrates these
processes. As mentioned in section Design the Target Processes above, You can create new
workflows or modify the built-in workflows to meet your needs, but the more you can use the built-in
workflows, the more you align your processes with ITIL and the less work you will have to do later to
configure the target processes.
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Service Desk
The service desk functions as the front office of IT that handles many IT service management activities.
The primary responsibility of the service desk is to improve customer satisfaction. The service desk
should be the single point of contact for IT users on a day-to-day basis.
The primary aim of the service desk is to manage incidents and service requests. The SLA targets for
overall incident handling and resolution times need to be agreed with the customers and between all
teams and departments
The ITIL Service Operation publication provides information on functions of service desk. Many of
these functions are available out-of-the box with the SmartCloud Control Desk.
Built-in Process Integration and Automation

The service Desk component of SmartCloud Control Desk encompasses a broad variety of features that
enable a single point of contact to automate service requests, incident, problem, and to integrate with
activities such as change requests, service asset and configuration management. Built-in features and
configured workflows streamline service desk functions and escalation across your organization, while
a searchable knowledge base delivers fast answers to service desk agents. The Request Fulfillment
and Incident Management sections provide additional information to help your service desks staff to
manage service requests, incidents and problems across your organization
In addition, the SmartCloud Control Desk provides:
Out-of-the-box, real-time dashboards provide insight into multiple levels of service desk
operations so that support staff, managers, and executives can monitor key role-based
performance indicators using an intuitive, graphical display from any web-based client.
Dashboards provide actionable information and can identify potential problem areas, helping
support staff to take appropriate corrective actions before critical services are adversely
affected.
The searchable knowledge base provides access to common solutions, known errors, and
workarounds, helping agents resolve issues faster and improving first-call resolution rate.
Solutions in the knowledge base also can be made available to end users to resolve the issues
on their own, thereby improving their satisfaction and reducing help desk call volume.
The ability to track all devices and software across the IT organization is imperative for IT
managers. It provides the service desk analyst visibility into the hardware and software that is
affected or causing an issue, as well as visibility into what the requester owns. SmartCloud
Control Desk supports full, bi-directional, and automated integration of assets and CIs,
including the ability to create one from the other and to keep data in synch across them.
Events are notifications created by a configuration item, either by a service or using monitoring
tools. The service desk can process a variety of events and, based on the event, can determine
the appropriate next steps. SmartCloud Control Desk can receive and process events from
many IBM and non-IBM monitoring and event management tools.
Instant messenger support for agents is provided through integration with IBM Lotus
Sametime, Microsoft Office Communicator, Google Talk, and Jabber. Chat sessions can be
recorded and stored in the tickets communication log for future reference.
Self-service features to reduce calls to the service desk and improve customer satisfaction by
enabling users to proactively address their own issues, both through the service desk and the
service catalog.
Express Service Requests and Incidents applications. SmartCloud Control Desk enables flexible
process adoption by providing both full and express views of the Incidents and Service
Requests applications. The full Incidents and Service Requests views provide the full power of
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the Service Desk module. The full applications are ideal for customers with a high volume of
incidents and service requests. The express application views provide a view in which the
more advanced features are hidden. An express application is better suited for customers who
prefer less automation in favor of a streamlined hands-on approach.
Incidents, problems, and service requests are types of tickets. Many aspects of working with a
ticket are similar regardless of the type of ticket. If a ticket affects one or more assets,
configuration items, or locations, you can specify those on the ticket. You can choose assets, CIs,
or locations to relate to the current ticket, view work details and other information associated
with these resources, and record up and down times.
Use the Automation Scripts application to create and configure scripts that automate routine
tasks, based on the events or attributes of a business object, or based on actions or custom
conditions. You can create a script in any of the supported scripting languages, and execute
the script without deploying Java files or restarting the server.
Request Fulfillment Management

Request fulfillment is responsible for managing the lifecycle of all service requests from the users. The
value of the request fulfillment includes the ability to provide quick and effective access to standard
services that staff can use to improve their productivity and the ability to increase the level of control
over requested services through a centralized fulfillment function.
The ITIL Service Operation publication provides information on process activities and interfaces of
request fulfillment management. Many of these activities and interfaces are available out-of-the box
with the SmartCloud Control Desk.

The Service Requests application of the SmartCloud Control Desk is used to create, view, and resolve
service requests from customers or requestors. The request can be used to resolve an issue, obtain
new service, obtain information, or change a current service. Either a service desk agent or a customer
can create a service request. A service request can also be created from a request for an offering that is
submitted through the Service Catalog.
SmartCloud Control Desk automates many activities defined for request fulfillment in ITIL like creating
and submitting a process request, process request status, tracking updates to a process request,
accepting a process request, rejecting a process request, and closing a process request. As a process
request progresses through the activities and tasks of the workflow, its status changes when key
actions, such as acceptance, rejection, and closed, are performed. Typically, the status change for a
process request is controlled by a workflow. For example, when a request is submitted, the Process
Request Master Submit workflow is run. This workflow ensures that the required fields are set for the
request and verifies that the process manager type chosen for the request is capable of processing the
request. Typically, when a request is accepted, a process manager identifies the request for processing,
creates a work order (or applies a job plan), and changes the Process State of the request to ACCEPTED.
As the various processing steps are completed, the Process State will be changed by the workflow to
indicate the overall progress of the process. When the request is resolved, the process manager will set
the process state in the process request to indicate the success or failure of the process that was
performed for the request.
Request fulfillment process and activities are tightly integrated with other ITIL processes and
activities running on the same platform. For example, service request ticket of the SmartCloud Control
Desk is the same type of tickets for incidents and problems. The ticket applications are closely related
and share many features, including the ability to define relationships between tickets, link them
together for information purposes, and view the linkages and details in the appropriate applications.
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You can find more information about how to apply SLAs objects to request fulfillment in the Service
Level Management section below.
Incident Management
The primary goal of incident management is to restore normal service operations as quickly as
possible and thereby minimize the impact on the business. The service desk manages all incidents and
is the single point of contact. The value of incident management includes the ability to reduce
unplanned costs caused by incidents, the ability to detect and resolve incidents resulting in lower
downtime to the business, and the ability to identify potential improvements to services.
incident management. Many of these activities and interfaces are available out-of-the box with the
SmartCloud Control Desk.

SmartCloud Control Desk provides built-in workflows for incident management that you can configure
to meet your business needs, such as incident identification, logging, categorization, prioritization,
diagnosis, matching, escalation, resolution, recovery, closure, and many more.
The incident record is a type of ticket that is closely related and shares many features with the service
request and problem including the ability to define relationships between tickets, link them together
for information purposes, and view the linkages and details in the appropriate applications.
You use the Incident tab in the Incidents application to create, modify, view, delete, and resolve
incident records. Enter such information as reported and affected users, owner or owner group, details
about the incident, affected assets and locations, and target and actual work dates. You can also classify
the incident to enhance solution searching and reporting. Flag an incident as a global issue if it affects
many users or locations.
The tabs that are available in the Incidents application, and the operations that you can perform,
depend on the security group to which you belong. The Global Search application can be started from
this application.
Activities Tab - To create, delegate, and track activity work orders for a ticket (incident,
problem, or service request) and to report actual labor time spent resolving the ticket and its
activities.
Related Records Tab - To create, view, or navigate relationships among service requests,
incidents, problems and other records.
Solution Details Tab - To search for and attach an existing solution from the solution catalog
or to view solution information that has already been added to the ticket.
Tried Solutions Tab - To view the history of all the solutions that have been applied to a ticket.
Log Tab - To create, view, edit, and delete work log entries, and to view communication log
entries.
Failure Reporting Tab - Failure Reporting tab to view and record failure information for
assets and locations.
Specifications Tab - To classify (or reclassify) a ticket (incident, problem, or service request)
and specify attributes to define it further.
Automation Tab - To run workflows to help analyze and resolve the incident. Workflows can
be interactive or automated. Some workflows are provided, and you can add more workflows if
desired.
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To resolve an incident, an agent generally takes one or more of the following actions:
Assigning or taking ownership
Recording the start of labor time
Applying an incident template
Searching for a solution
Updating the status of the incident. Depending on how your administrator has configured the
system, this might update the status of the originating record.
Recording the stop of labor time
Creating a communication to the requestor
Event Management may open incidents. Any fault in the infrastructure should be represented by an
incident. Incidents may be handled automatically by Event Management or may be handled manually
by a Service Desk Operator or n-level support.
You can go to the Configuration Items application to select a CI for a ticket. In the Configuration Items
application you can search for a CI, and after you find the CI you want, you can return to the Incidents
application with that CI value in the ticket. You can view and navigate a CI topology view to locate a CI;
the new Move To feature enables you to refocus the topology on any related CI that is visible in the
topology view. After you select a CI in the Configuration Items application and return with value, the
Configuration Item field in the Incident ticket is populated with the selected CI.
Problem Management
The goal of problem management can be seen simply as preventing problems and the resulting
incidents from happening. Handling problems is quite different from handling incidents, as it is
possible that a problem may not be identified until many incidents have occurred over some period of
time. Problem management is both reactive, as it solves a problem when one or more incidents occur,
and proactive, as it identifies and solves the problems before more incidents related to them can occur.
problem management. Many of these activities and interfaces are available out-of-the box with the

SmartCloud Control Desk provides built-in workflows for problem management that you can configure
to meet the business needs like creating a problem, classifying problem, automatic notifications, and
resolving a problem.
The problem record is a type of ticket that is closely related and shares many features with the
incident and service request records including the ability to define relationships between tickets, link
them together for information purposes, and view the linkages and details in the appropriate
applications. Similar to service request and incident, you can create problem directly from the problem
record or you can also relate existing records to the problem. The system might create problem
records automatically from sources such as e-mail, system monitoring tools, or external applications.
The tabs that are available in the Problem application, and the operations that you can perform,
depend on the security group to which you belong. The Global Search application can be started from
this application.
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Activities Tab - To create, delegate, and track activity work orders for a problem (or incident
and service request) and to report actual labor time spent resolving the ticket and its
activities.
Related Records Tab - To create, view, or navigate relationships among problem, incidents,
service requests, and other records.
Solution Details Tab - To search for and attach an existing solution from the solution catalog
or to view solution information that has already been added to the ticket.
Tried Solutions Tab - To view the history of all the solutions that have been applied to a ticket.
Log Tab - To create, view, edit, and delete work log entries, and to view communication log
entries.
Failure Reporting Tab - To view and record failure information for assets and locations.
Specifications Tab - To classify (or reclassify) a problem ticket (or incident, problem) and
specify attributes to define it further.
Change Management
Change Management process is needed to control the lifecycle of all changes, enabling beneficial
changes to be made with minimal disruption to IT services. All changes must be recorded and
managed in a controlled way. Change Management should be planned in conjunction with
Configuration Management to ensure that only authorized changes to CIs are recorded in the
configuration management database (CMDB).
change management. Many of these activities and interfaces are available out-of-the box with the

Change Management process is needed to control the lifecycle of all changes, enabling beneficial
changes to be made with minimum disruption to IT services. All changes must be recorded and
managed in a controlled way. Change Management should be planned in conjunction with
Configuration Management to ensure that only authorized changes to CIs are recorded in the
configuration management database (CMDB).
SmartCloud Control Desk provides built-in workflow to ensure each Change is completed efficiently. A
flexible user interface enables you to create, assign, monitor, notify, and report the status of Change
assessments, approvals, and implementation tasks, leveraging a best practice ITIL process with
defined roles. The advanced workflow process and application provide the full power of the change
management and the express processes and application provide a process definition in which the more
advanced features are hidden. Out-of-the-box advanced change management capabilities include:
Visibility between incident management and change management.
Creation of a request for change (RFC) from incident or problem ticket.
Identification of tasks and task conflicts to help minimize unforeseen change collisions through
a change implementation schedule.
The change schedule provides a graphical, read-only view of all of the active (not canceled,
completed, or closed) changes and releases that are scheduled in your environment.
When you specify a source or target CI for a change that you are creating, you can search for a
CI to have it included in the change record. You can view and navigate a CI topology view to
locate a CI.
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You can update the status of an asset from work orderbased applications, without having to
go to the Assets application to do so. For example, you can now decommission or dispose of an
asset upon completing a change, work order, activity, or release; make an asset operational; or
otherwise change the status of an asset from one of these applications. When the work order
completes, the status of the asset is
A Cost Analysis provides a bar chart showing total estimated and actual costs of all Changes,
and result sets show Changes with costs in the top ten percent of all Changes.
The change management application of the Smartcloud Control Desk provides standardized methods
and automated procedures to efficiently handle all changes based on ITIL best practices. This is an
overview of the change management process.
Initiating a Change - You can initiate a new Change by creating and submitting a RFC or
creating the Change in response to another type of request.
Accepting and categorizing a Change - If the request is accepted, a Change work order is
automatically created in the Changes application and then routed to the workflow.
Assessing a Change - The workflow sends notifications to all of the assessors and assessor
groups that are assigned to perform technical and business assessments. If a Change is
preauthorized prior to the assessment step, the workflow skips both the assessment and the
authorization phases.
Creating additional implementation tasks - After the assessment is complete, the Change
Authority creates any additional implementation tasks that are needed for the Change.
Conducting an impact analysis - Impact analysis is the process of identifying and analyzing
which systems, applications, or other configuration items (CIs) will be affected by a proposed
Change.
Scheduling a Change - During the scheduling phase, a schedule can be created using the
graphical tools provided by the Scheduler application.
Authorizing a Change - During authorization, the workflow sends approval assignments to
the approvers or approver groups that have these assignments.
Implementing a Change - Task assignments are sent in the correct order; an assignment is
sent only when any preceding task or tasks are completed.
Reviewing and closing a Change - After all implementation tasks are complete, the workflow
sends an assignment to the Change Owner to determine whether the Change was successful.
Before you start processing Changes in your data center, you can perform the following operations
to help you manage the Changes more effectively.
Managing workflows - The Change Management component uses workflows in three ways: to
direct the progression of an entire Change process, to manage process requests, and to
automate or assist the performance of a task.
Managing job plans - You use job plans to structure the scheduled series of implementation
tasks that are performed during a Change implementation phase.
Managing response plans - Response plans are used to automatically set values on a Change.
The use of response plans results in predictable, repeatable behavior in the processing of
Change requests.
Managing blackout periods - You use the Blackout Periods application to create, modify, and
delete time periods which Change Owners must be cautious in implementing Changes.
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Managing change windows - Change windows specify the time periods during which CIs can
be taken out of service for change implementation.
Managing impact analysis settings - Impact analysis is the process of identifying and
analyzing which systems, applications, or other configuration items (CIs) will be affected by a
proposed Change.
Managing escalations - Escalations enable you to automatically monitor critical steps in a
Change process. If tasks are not completed promptly, they time out, and you can use
escalations to assign the tasks to other people to prevent work backlogs.
Managing display of the Specifications table - The Specifications table displays attributes
that are associated with a Change classification or with a Change. Users specify attribute values
in the table.
Enabling or disabling the New Change dialog - When a user selects the New Change action, a
dialog can be displayed in which to enter basic information for the new record.
Change management can be implemented without CIs or assets in the system, however it requires
strong processes to ensure that correct and sufficient data is presented in the change record and
captured in the change to be able to process the change through the management process. If the
organization does not plan to support a database of assets and CIs then the enablement and
configuration of the change application will be the critical piece of work to ensure that data is stored
on the change record needed to approve the change. Section Populate the SmartCloud Control Desk
with Support Data describes a methodology to gather requirements on assets to support change
management and other processes.
Release and Deployment Management

The purpose of the release and deployment management process is to plan, schedule and control the
build, test and deployment of releases, and to deliver new functionality required by the business
while protecting the integrity of existing services.
release and deployment management. Many of these activities and interfaces are available out-of-the
box with the SmartCloud Control Desk.

You can plan, review, and prepare for large batches of changes to assets by using the Releases
application. A release record details the tasks, scheduling, and people or groups involved in the
release. The Releases application of the SmartCloud Control Desk to manages the release of
authorized versions or configurations of assets into a production environment. Examples include
large or critical hardware roll-outs, major software roll-outs, and bundling related sets of changes.
The Releases application has multiple features that are tailored for service providers managing
customer assets.
Customers on work orders - To determine the classifications, attributes of classifications,
assets, locations, and CIs that are processed with the work order.
Price schedules and work orders - To apply the price schedule to a work order. It can apply
pricing rules to labor, materials, tools, and services transactions on the work order.
Price quotes on work orders - to bill customers for a work order. Price quotes contain
information about the cost, agreed price, quote type, quoted price, and billed price for the
customer.
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Response plans on work orders - To ensure standard responses to work orders. It can also
assign an owner and vendor and apply a job plan to the work order.
You create a release to help you plan, review, and prepare for large batches of changes to assets. A
release record details the tasks, scheduling, and people or groups involved in the release.
Creating releases - To specify information about the work that must be performed for an
asset, location, or configuration item. You can add work plans or job plans.
Specifying meter readings on work orders - You can enter meter readings for the asset and
the location on a work order.
Reporting downtime for assets To report the start time and the end time of the downtime
for an asset after it has occurred.
Swapping assets To swap assets associated with a work order. The term "work order" can
refer to a work order, change, release, or activity record.
Creating related records - To create new records and relate them to your release. New
records can be releases, incidents, problems, releases, service requests, and work orders. You
can view related records on the Related Records tab.
Categorizing tasks on releases with classifications and attributes - To categorize tasks on
releases. Categorizing tasks involves classifying and adding/changing attributes to the
classification.
Setting up work process flows - To set relationships between work orders and tasks so that
when a task is completed, the next task in the flow can be initiated.
Service Catalog Management

The purpose of the service catalogue management process is to provide and maintain a single source
of consistent information on all operational services and to ensure that it is widely available to those
with authorized access.
service catalog management. Many of these activities and interfaces are available out-of-the box with
the SmartCloud Control Desk.

The Service Catalog component of Tivoli SmartCloud Control Desk offers an online catalog for
transaction services and subscription services with a structured and searchable database of services
available to end users, including description, service levels, costs, availability, and entitlements. It
allows users to select services directly from an intuitive visual shopping catalog, helping to lower the
cost of providing services. Options can range from simple end user services, such as password reset, to
more complex services, such as provisioning a server or upgrading an application environment. This
versatile catalog also reflects the terms of any associated service-level agreements (SLAs), rating and
billing terms, and contractual agreements.
SmartCloud Control Desk Service Catalog is composed of the following three major parts.
Defining and publishing using application tooling designers need to create offerings and
catalogs
Ordering- Shopping and requesting offerings via the shopping experience
Fulfillment of service requests - fulfillment and monitoring aspects of providing a service
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The SmartCloud Control Desk Service Catalog provides the necessary tooling to define and publish a
catalog, its service offering and its fulfillment options through a simple job plan or nested job plans.
Example service offerings, based on best practices, are available out of the box for ready use. Service
offerings can be made available at various service levels. The catalog and its visibility can be
customized to locations, departments and groups. The users can view only those offerings that they
are entitled to, browse or search for an offering. Requests are validated before they are submitted.
When a user submits a request, service requests are created and represented in the cart.
After installation of Tivoli SmartCloud Control Desk, Service catalog requires configuration of a
number of items to match your company's infrastructure. You can use the Quick Configuration
application to quickly configure all the necessary data, such as Organizations, Sites, Sets, Currency, and
more. Sample content for most of the items described in the following topics is installed with the
optional Service Catalog content package, and can be aligned with your organization using the
UpdateTool.
In Service Catalog, when a catalog request is submitted, a service request is created for each item in the
cart. The Service Requests application can be used to view, approve and fulfill the requests. The
approval and fulfillment process for a service request can be automated using workflows provided
with the product.
To this end, the SmartCloud Control Desk Service Catalog provides the following capabilities:
Service request management integration
Definition of services and service providers
Management of service definitions
Shopping/browsing for services
Service entitlement
Service approval
Service provider integration and management
Service requisition notification and status monitoring
Service requisition data logging and analysis
Organizations can choose to use all or some of these capabilities.
Service Level Management

The purpose of the service level management (SLM) process is to ensure that all current and planned
IT services are delivered to agreed achievable targets. SLM provides a consistent interface for all
service-level-related issues. A service level agreement (SLA) is a written agreement between an IT
service provider and the customer(s) that defines the key service targets and responsibilities of both
parties. An operational level agreement (OLA) that contains targets that underpin those within an SLAs
is an agreement between an IT service provider and another part of the same organization that assists
with the provision of services
The ITIL Service Design publication provides information on process activities and interfaces of
service level management. Many of these activities and interfaces are available out-of-the box with the

In the Service Level Agreements application, you create and manage service level agreements. Service
level agreements document the commitments between service providers and customers. Services
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consist of tasks that service providers complete to fulfill customer needs. Commitments are
responsibilities that service providers must meet to fulfill service level agreements.
Service level agreements exist at the system level. However, you can restrict service level agreements
to the organization or site level. If you do not specify values for organization and site, anyone can view
the service level agreement and users from any site with the proper permissions can apply the service
level agreement. If you specify values for organization or site field, users can only view or apply that
service level agreement within the specified organization or site.
When you create a service level agreement, you can perform these functions:
Rank service level agreements according to precedence, which determines which service level
agreement to apply
Set effective start date, end date, and review date for a service level agreement, which you can
use to drive a workflow process
Associate contracts with a service level agreement
Associate customers with a service level agreement
Define specific conditions under which a service level agreement applies
Associate related service level agreements with the current service level agreement
Associate assets and locations with a service level agreement
Create key performance indicators, or metrics, for a service level agreement
Create escalations to support the commitments in a service level agreement
IMPLEMENTING SERVICE ASSET AND CONFIGURATION MANAGEMENT

The purpose of the Service Asset and Configuration Management process is to ensure that assets
required to deliver IT services are properly controlled, and accurate and reliable information about
those assets is available when and where it is needed. This information includes the configurations and
relationships of assets.
Service assets that need to be managed in order to deliver IT services are known as Configuration
Items (CIs). Every CI is a service asset, but many service assets are not CIs. Many virtual assets, such as
a virtual servers or networks, may be CIs and require the same management control as physical assets.
The ITIL Service Transition publication provides a detailed description of the Configuration
Management Database (CMDB), the Configuration Management System (CMS), and the Service
Knowledge Management System (SKMS). CMDB forms part of a CMS and a larger SKMS which includes
linkages to many data repositories. SKMS is a set of tools and databases that are used to manage
knowledge and information. SKMS includes CMS and CMDBs, as well as other tools and databases.
Configuration Management covers the identification, recording, and reporting of IT components,
including their versions, constituent components, states and relationships to other IT components and
business uses. It should be clear that configuration management is different than asset management,
although the two disciplines are related. Asset management is a recognized accountancy process that
includes depreciation accounting. Asset management systems maintain the location of and details on
assets above a certain value.
The ITIL Service Transition publication provides information on process activities and interfaces of
service asset and configuration management. Many of these activities and interfaces are available out-
of-the box with the SmartCloud Control Desk.
27
Preparing for Implementation
Service asset and configuration management contains information on service assets, CIs and the
relationships between CIs. This enables other processes to access valuable information. For example:
Assess the impact, cause of incidents and problems.
Forecast, plan and assess the impact of proposed changes.
Assess, plan and delivery of changes and services.
Plan technology refreshes and software upgrades.
Identify the costs of a service.
Reduce cost and time to get correct assets and configuration information.
Value service asset and configuration management can be shown from the improvement of other
processes and services that are supported by the change and configuration management database
(CCMDB) of the SmartCloud Control Desk.
Configuration management should be planned and implemented with change management to ensure
that the organization can manage its IT assets and configurations effectively. Accurate configuration
information should be available to support the planning and control of changes as new and updated
services and systems are released and distributed. The result should be an efficient system that
integrates the organizations configuration information processes and those of its customers and
suppliers, where appropriate.
Understand Key Concepts

Before you implement the service asset and configuration management components of the SmartCloud
Control Desk, you need to know the key ITIL concepts and definitions that use by the product to
manage CTs and assets.
Assets
Assets represent business resources that are under the control of asset management. The purpose of
an IT asset is to provide an inventory of the resource, with detail on its current status, how it is being
controlled, where it is being used, and the financial details associated with it.
For service assets or IT assets, an asset representation is needed at the point that the IT resource
physically exists as inventory and has financial value to a business.
Configuration items
A configuration item represents any component of an information technology infrastructure that is
under the control of configuration management. The CI includes information like who controls the
resource, its configuration details, and its current status. CIs vary in complexity, size, and type. They
can range from representing an entire service, which may consist of hardware, software, and
documentation, to a single program module or a minor hardware component.
Identify configuration items

All configuration items should be uniquely identified and defined by attributes that describe their
functional and physical characteristics. Information should be relevant and auditable. Appropriate
methods of identification should be used and recorded in the configuration management database. CIs
to be managed should be identified using established selection criteria.
28
Configuration item level, scope and depth
Appropriate relationships and dependencies between configuration items should be identified to
provide the necessary level of control. The scope of CI definitions needs to be defined based on the
priorities to be addressed. For example, a priority to determine the impact and cause of problems or to
assess the impact of proposed changes.
The CI Level, scope and depth should be carefully selected to achieve a balance between information
availability, the right level of control, and the resources and effort needed to support it.
Scope - The types of resources that will be under the control of Configuration Management
CI Level - The degree of detail that defines an individual CI
Depth - The level of decomposition to the lowest level of a CI
Configuration management should be applied at more detailed level where tight control traceability
and tight coupling of configuration information are required.
Authorized configuration item

Configuration management and change control processes do not operate on actual configuration items.
Instead, they operate as authorized configuration items which are items that conform to rules and
relationships that you define in the Configuration Items application.
When you create an authorized configuration item, it can be linked to an actual configuration item
record. You can also create an authorized configuration item that is independent of any actual
configuration item record, because not all configuration items need to work with the discovery engine.
Configuration baseline
A configuration baseline is an authorized version of the configuration that has been established by
formal agreement and approved to use as departure points for the formal control of a configuration.
Registration or removal of CIs can only be made via change management to prevent non-acceptable CIs
or the removal of CIs that may be supporting business processes. Plans should be made for regular
configuration audits to check that the authorized configuration is consistent with the deployed
configuration discovered by a discovery tool. Unregistered and unauthorized CIs that are discovered
during configuration audits should be investigated and corrected.
Configuration snapshot
A snapshot or footprint of the current state of a CI, discovered by a discovery tool, is recorded as an
actual deployed configuration and remains as a fixed historical record. It is a documentation of a state,
which may contain faults and unauthorized CIs. Snapshots can help to identify unauthorized changed
to the infrastructure, enable problem management to analyze evidence about a situation at the time
incidents actually occurred, and facilitate system restore.
Verify and audit configuration Items

This activity determines how well the CI information in the CMDB matches the composition of the IT
infrastructure and resolves differences. From time to time, a series of reviews and audits need to take
place in order to verify the physical existence of CIs and check that they are correctly recorded in the
CMS. A configuration audit checks to ensure the CI information matches the physical reconciliation
data, that naming conventions are followed, that the definitive media library (DML) agrees with the CI,
and that RFCs match the composition of the CI. The audit takes place on a regular basis, as stipulated
by the configuration management plan, or as requested by the configuration manager or other
authorized personnel.
29
Deficiencies and non-conformities should be recorded, assessed and corrective action instigated, acted
upon and fed back to the relevant parties and service improvement programs.
Understand Product Capabilities
Change and Configuration Management Database (CCMDB)

The IBM Tivoli Change and Configuration Management Database (CCMDB) of the SmartCloud
Control Desk helps manage, audit, and coordinate the change and configuration management
processes. It is possible to create, assign, monitor, notify, and report on change requests and CIs.
CCMDB provides a single source of information for understanding both discovered views and
authorized views of an IT infrastructure. The product supports full, bi-directional and automated
integration of Assets and CIs, including the ability to create one from the other and keep data in synch
across them.
SmartCloud Control Desk works with asset management and asset discovery applications from IBM,
including Tivoli Asset Management for IT (TAMIT), IBMTivoli Asset Discovery for z/OS and IBM Tivoli
Application Dependency Discovery Manager (TADDM), Maximo Asset Management, as well as
applications from other vendors. When an organization unifies IT asset and configuration management
processes with SmartCloud Control Desk, its service desk technicians can view asset details,
procurement data, contract information(e.g., warranties on assets), dependencies across the network,
servers and applications, configurations, and change history in order to drive more rapid problem
resolution.
CCMDB provides standardized data on configurations and change records. In order to manage CIs and
make them available to the change and configuration management processes, it is necessary to
initialize the CCMDB database after the product is installed. This activity establishes the classes of CI
types within the infrastructure. This might be done during the initial population of the CCMDB or when
a new type of CI is identified for inclusion within the CCMDB. This discovery may be done manually or
automatically. As a result of design at either the architectural level or within a particular solution, a
new CI type could be generated that needs to be reflected within the CCMDB schema.
Tivoli Application Dependency Discovery Manager (TADDM)

TADDM is an optional CCMDB component, must be purchased separately, can be used as a stand-alone
solution if you just want a discovery solution without using the CCMDB service management processes
and functions. Many organizations begin the implementation with the roll out of TADDM for
discovering their infrastructure and determining which systems will be discovered. This discovered CI
data is used to populate CIs into the CCMDB tables. It is then loaded into the Actual CI application
where the CIs are managed through the promotion process to become Authorized CIs. Policies and
procedures will need to be established so the users and organization are aware of what should be
promoted to Authorized CIs and managed within the CCMDB.
Once a new type of CI is identified, the attributes and relationships of the CI are determined.
Consideration also is made as to in which configuration structures and assemblies this new type might
be found. For a new request, a validation has to take place in order to ensure that the existing data
model of the CMDB is able to register all attributes and relationships of a CI. This activity therefore is
concerned with the selection and identification of the configuration structures for each of the
infrastructures CIs, including their owner, their interrelationships, and the configuration
documentation. Each CI should have a unique identifier.
CCMDB, when combined with TADDM, can be used to automatically discover, federate, reconcile, and
synchronize the IT resources in an organization. TADDM is the discovery engine and CCMDB serves as
the repository and management system for the information.
A combination of CCMDB and TADDM provides the configuration baseline and snapshot that are
critical to support the service asset and configuration management process in large deployment.
30
SmartCloud Control Desk is an integrated service management solution that helps you manage a
comprehensive range of IT processes, services, and assets. The service asset and configuration
management components of the SmartCloud Control Desk leverage ITIL-aligned processes to ensure
that assets you want to mange are identified, controlled and properly cared for throughout their
lifecycle.
Managing the CI Identification Process

To make effective and efficient use of configuration management, you must identify the types of
configuration items that you want to manage and which of their attributes and relationships you will
monitor. You must be able to find out what items are present in your IT environment, and then you
must narrow down the list to the items and attributes (the CI level, scope and depth) that it will be
worthwhile to manage. The following functions of the SmartCloud Control Desk can be used to
identify the CIs you want to manage:
Discovering your environment - To understand the types of configuration items that are
present in your IT environment.
Deciding which CI types to manage - To narrow down the list of configuration items and
attributes that are present in your environment to those you will manage.
Preloaded CI data model - With the preloaded data model, you can start importing and
promoting actual CIs right away, with no additional installations necessary.
Depth and filtering of CI data - The depth value specified for a CI type specifies the number of
classifications to be included when importing actual CI data. You can also specify that some
types should not be included.
Creating an authorized CI space To build a CI space that defines the CIs, attributes, and
relationships that you want to manage.
Managing Actual Configuration Items

Actual configuration items are data records that reflect the discovered components of your IT
infrastructure. The SmartCloud Control Desk enables and automates many activities to manage actual
CIs. Here is a sample of activities to help you identify the CIs you want to manage:
Viewing a CI topology - You can view a graphical representation of the CI and its relationships
with other CIs.
Creating authorized configuration items - You can create a corresponding authorized
configuration item from an actual configuration item. You use authorized configuration items
in changes and other processes.
Launching to the TADDM interface - You can view the application topology for an actual
configuration item in TADDM.
Deletion of actual configuration items - You cannot delete an actual configuration item from
the SmartCloud Control Desk user interface, but actual CIs that are deleted from TADDM can be
deleted from the Maximo database.
Authorized CIs associated with deleted actual CIs - When an actual CI is deleted, the
associated CI, if any, is not deleted. You must decide how to process these authorized CIs.
31
Managing Authorized Configuration Items
Authorized configuration items contain the attributes and relationships that need to be managed in
order to deliver IT services. The SmartCloud Control Desk enables and automates many activities to
manage authorized CIs. Here is a sample of activities to help you manage authorized CIs.
Viewing a CI topology - You can view a graphical representation of the CI and its relationships
with other CIs.
Status of configuration items - The status reflects the CIs stage in its lifecycle.
Creating configuration items - To create configuration items manually in the Configuration
Items application.
Reviewing asset-CI linking results for a single CI - To see key information about the asset-CI
linking process for a particular CI.
Copying, Updating, deleting configuration items - You can copy, delete or update authorized
CIs to suit your business needs.
Linking authorized CIs to actual CIs using naming rules - To link an authorized version of a
CI to an actual CI using naming rules.
Defining relationships between configuration items - To define relationships between one
configuration item and another configuration item.
Viewing CI change history - You can review the history of changes made to a CI in order to
determine when it was created, when it was last modified, or when a specific change was made.
Creating CI collections - You create collections to contain configuration items, assets, and
locations that you want to group together. By creating collections, the records in the collections
are easier to access in other applications.
Managing Configuration Management Processes

SmartCloud Control Desk provides the following two configuration management processes help you to
manage your environment in an orderly and accountable way.
A process for updating one or more authorized configuration items, possibly as the result of a
change that has been made.
A process for configuring and running an audit to compare the actual and authorized versions
of a group of configuration items
Managing CI Baselines
You can create baselines that record the attributes and relationships of a set of configuration items
(CIs) when they are in a desired state. The SmartCloud Control Desk enables and automates many
activities to manage CI baselines. Here is a sample of activities to help you manage CI baselines.
Creating a new baseline - To create a new baseline by starting from the beginning or by
duplicating an existing baseline.
Creating a new version of a baseline - To create a new version of an existing baseline in
order to take a new benchmark.
Duplicating a baseline - To create a new baseline from the members of an existing baseline,
and then modify it for a new purpose.
Validating a baseline - To verify that the member CIs and the corresponding actual CIs can be
located in the CMDB, and that they have not been decommissioned.
32
Cleanup of baseline comparison results - To specify a retention period for baseline
comparison results.
Adding member CIs to a collection - To add the member CIs of a baseline to a new or existing
collection.
Managing CI Lifecycles
SmartCloud Control Desk helps you to manage the status of your configuration items. A CI
lifecycle can be described as the various stages in the life of a configuration item. The CI lifecycle
defines a set of states and permitted transitions that occur between them. Lifecycle states are
customizable; some common ones are not ready, test, build, production, inventory, and
decommissioned. Here is a sample of activities to help you manage CI lifecycles.
Creating a lifecycle - To create a CI lifecycle, assign a state or states to it, and designate the
transitions from each state to one or more other states.
Duplicating a lifecycle - To create a new lifecycle that is similar to an existing lifecycle by
duplicating of the existing lifecycle.
Applying a lifecycle to CI types - To apply a lifecycle to one or many CI types.
Modifying an existing lifecycle - To modify the existing attributes of a lifecycle.
Deleting a lifecycle - To delete a CI lifecycle, but only if there are no configuration items (CIs)
in classifications to which that lifecycle has been applied.
Managing Service Assets

IBM SmartCloud Control Desk contains the elements required to help you effectively manage assets.
Using this product, you can:
Have a streamlined process for purchasing and receiving of IT assets
Track all IT assets, locations, and changes
Better control IT software license cost by reducing the likelihood of overbuying or incurring
fines due to under licensing of software
Record and manage all contracts for software licenses, leases, warranty, and maintenance
Establish charge-backs using managed data
Reconcile assets actually deployed with authorized assets (those purchased and under contract)
Here is a sample of activities to help you manage service assets.
Purchasing assets - To create and track purchase requisitions and purchase orders, to receive
equipment and material that you ordered, and to manage the items in the Item Master
application.
Managing IT assets - To track physical assets, to define relationships between assets, and to
manage assets throughout their lifecycles.
Managing the software catalog and licenses - To work with the SmartCloud Control Desk
software catalog of application information, as well as managing your software entitlements
through the creation and use of license records, are described in the topics that follow.
Managing software contracts - To maintain information about the terms and conditions for
the purchase of software.
Managing deployed assets - To manage data that discovery tools collect about hardware and
software that is actually deployed in your enterprise.
33
Administering deployed software - To browse deployed software records that were
imported from a software discovery tool.
Reconciling authorized assets with deployed assets - To reconcile authorized asset data
with deployed asset data that is gathered by asset discovery tools.
Managing Service Assets and CIs Together

There are two ways to represent an IT resource: as an asset and as a configuration item. An asset and
CI are used for different purposes. When the asset and CI are linked, they provide a unified
representation of the IT resource and can be managed together. This linking can be automated.
Sometimes only one of the representations exists for an IT resource, but the other representation is
needed. The missing one can be easily and automatically created and linked using information that
already exists. Then the resource can be used in both asset and configuration management, and both
representations can be managed as one.
Here is a sample of activities to help you manage service assets and CIs together.
Automated linking - Authorized assets and CIs that share some key attributes can be
associated using link rules and then automatically linked.
Automated synchronization - When automated synchronization is enabled, changes to a
linked asset or CI are copied to its CI or asset counterpart. This copying is called
synchronization.
Automated creation of authorized assets and CIs - When automated creation is enabled,
authorized assets and CIs are created as necessary during automated linking.
Automation information for advanced users - To explain what happens behind the scenes
during automated linking, creation of authorized (generic) assets and CIs, and synchronization,
some advanced topics are provided on how the automation is performed and the order in
which things happen. Advanced topics about generic assets and CIs, and synchronized updates,
are also included.
DEMONSTRATING VALUE TO BUSINESS

You should establish a baseline of the current services, processes and technology, and then develop
metrics and objectives to measure success. There are four commonly used terms for showing the
service improvement outcomes and value to the business.
Improvements The increase in a desirable metric or decrease in an undesirable metric
compared to the before state.
Benefits The gains achieved through realization of improvements, usually but not always
expressed in monetary terms.
Return on Investment (ROI) The difference between the benefit (savings) achieved and
the amount expended to achieve that benefit.
Value on Investment (VOI) The extra value created by the establishment of benefits that
include non-monetary or long-term outcomes. ROI is a subcomponent of VOI.
How to Measure
Define the goals and objectives for measurements at the beginning of the engagement.
Determine baselines for current services, processes and technology, and then develop metrics
and objectives to measure success. There are three types of metrics:
34
Component/Technology metrics, such as performance, availability, etc.
Process metrics are captured in the form of Critical Success Factors (CSFs), Key
Performance Indicators (KPIs), and activity metrics
Service metrics are the results of end-to-end service that are computed using
component/technology metrics.
Demonstrate incremental successes by implementing Quick Wins and measuring the results of
each phase of the implementation People cannot wait for months and years to see the value
of their investment.
Gather data (usually through operations) based on the goals and objectives identified above.
Compare results with prior results and analyze the data to identify the impact on business.
Using a gap analysis to identify opportunities for improvement can help to define what to
measure.
What to Measure
To show process improvement, process metrics are captured in the form of Critical Success Factors
(CSFs), Key Performance Indicators (KPIs) and activity metrics for processes.
Note that showing the value of CCMDB can be difficult since Configuration Management typically is less
visible to the business units. The value of CCMDB can be shown from the improvement of other
processes and services that are supported by CCMDB. For example, CCMDB is used to assess the
impact and cause of incidents and problems, to assess the impact of proposed changes, to plan and
design new or changed services, and to plan technology refreshes and software upgrades.
Key Performance Indicators (KPIs)

Configuration Improved audit compliance
Management Fewer errors caused by people working with out-of date information
Reduced use of unauthorized hardware and software
Reduced discrepancies in configuration audits compared with actual
deployment
Change Reduced disruptions to services caused by poor or incomplete impact
Management assessment
Reduced number of unauthorized changes
Increased change success rates
Increased percentage accuracy in change estimates
Incident and Improved speed to identify faulty CIs and restore service
Problem Reduction in the average time and cost of resolving incidents and problems
Management
Reduced resources and costs to handle incidents and problems
Increased resolution of incidents and problems within SLA targets
Table 3 Example of Key Performance Indicators (KPIs)
KPIs are used to help organizations achieve their organizational performance goals by defining the
goals and measuring the progress. The measurements are displayed in a graph. There are some KPIs
35
included in the SmartCloud Control Desk. Here is a sample of KPIs included in the service request
related information.
Total Process Requests reported in past 30 days
Total resolved Process Requests in past 30 days
Resolved to Total Process Requests in past 30 days
Total new high severity (1,2) Process Requests
Maximum age of new Process Requests
Total rejected or canceled Process Requests in past 30 days
Minimum Request resolution time based on 'Actual Start/Finish' hours
Maximum Request resolution time based on 'Actual Start/Finish' hours
Average Request Resolution Time based on 'Actual Start/Finish' hours
Minimum Request resolution time based on 'Reported Date/Actual Finish' hour
Maximum Request resolution time based on 'Reported Date/Actual Finish' hour
Average Request resolution time based on 'Reported Date/Actual Finish' hours
Average Request start time based on 'Reported Date/Actual Start' hours
Actual Process Request Labor Hours, Labor Cost and average Process Request Cost per hour
Total rejected Process Requests in past 30 days
You can copy and modify these KPIs to meet your own requirements. For example, you can modify a
KPI to show the number of resolved process requests in the past 15 days as opposed to 30 days.
36
APPENDIX A ASSESSMENT QUESTIONNAIRE
During the early phases of defining the IT Service Management process requirements, it is important
to understand the existing processes. This is an example of a questionnaire to gather high-level
information about current processes and to identify significant gaps in terms of people, process, and
technology issues. Responses to this questionnaire are used to set priorities for formal process
improvement.
This questionnaire is presented in a form of assessment statements. A value from 1 to 5 will be given
to each of the assessment statements to reflect the current environment where:
1 = Strongly Disagree
2 = Disagree
3 = Neutral
4 = Agree
5 = Strongly Agree
The assessment statements are created for a perfect environment; therefore, a value of 3 or below
represents an opportunity for improvement.
37
Change Management R
Objectives To ensure standardized methods and procedures are used for efficient handling of all
changes in order to minimize the impact of Change-related Incidents.
- Objectives of Change Management are known within the organization
- Objectives are aligned with the business of IT and the business of the company
- There is strong commitment and support from management for Change Management
Process 1.1 Request For Change (RFC)

Delivery - There is an established procedure for RFC
- Process is established to decide what changes need to go to Change Management
1.2 Filter, Accept, Category Requests
- The Filter, Accept, and Category Requests are working
- Criteria are based on Impact, Urgency and Expected Effort
1.3 Approve / Reject and Schedule Changes
- There is an established procedure for Approve / Reject and Schedule Changes
1.4 Build Change and Coordinate Implementation
- There is an established procedure for building and testing changes
- There is a back-out plan and criteria for back-out plans
1.5 Urgent Changes and Standard Changes
- Urgent changes are well defined and implemented
- Pre-approved (standard) changes are defined and implemented
Process 2.1 Service Desk

Interfaces - Change Management interface with Service Desk regarding impacts of changes on CIs
2.2 Problem Management
- Change Management interface with Problem Management regarding changes required to
resolve problems
2.3 Configuration Management
- Change Management interface with Configuration Management regarding impacts of
changes on CIs.
People and 3.1 Roles, Responsibilities and Ownership

Organization - There is a single process owner for Change Management
- Roles and responsibilities are understood by everyone within the support organization
- A single Change Management process pretty much shared across functional teams
- People responsible for Change Management have the skills to perform their job and are
properly trained
Tools and 4.1 Tool Integration

Technology - Support tools are being used to effectively facilitate the entering of RFCs
- Support tools are being used for approving, verifying, and scheduling changes
- There is integration / sharing of data between the Change Management tools
4.2 Process Enablement and Automation
- A significant amount of process automation has been implemented
Measurements 5.1 Measurements and Control

and Control - Measurements are well defined and implemented
- Roles and responsibilities are defined for analyzing the measurements?
5.2 Process Improvement
- Customers think highly of Change Management
- The process owner takes the responsibility of periodically evaluating the process and
correcting it if it is broken
Average Rating
Table A 1 Example of Change Management Assessment Questionnaire
38
APPENDIX B - MORE INFORMATION
Tivoli User Groups

You can get even more out of Tivoli software by participating in independently run Tivoli User Groups
around the world; learn about online and in-person opportunities near you at www.tivoli-ug.org
Tivoli Training
IBM offers technical training and education services to help you acquire, maintain and optimize your
IT skills. For a complete Tivoli Course Catalog and Certification Exams visit
http://www.ibm.com/software/tivoli/education
Tivoli Services
With IBM Software Services for Tivoli, you get the most knowledgeable experts on Tivoli technology to
accelerate your implementation. For a complete list of Services Offerings visit
http://www.ibm.com/software/tivoli/services
Tivoli Support
IBM Software Premium Support provides an extra layer of proactive support, skills sharing and
problem management, personalized to your environment. Visit
http://www.ibm.com/software/tivoli/support
39

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LEVERAGING ITIL WITH SMARTCLOUD CONTROL DESK

A Powerful Agile Solution for Rapid Implementation of IT

Leveraging ITIL with

Document Version 1.2

Copyright International Business Machines Corporation 2012. All rights reserved.

DESIGNING THE TARGET PROCESSES ________________________________________________10

Designing the Target Processes __________________________________________________________12

IMPLEMENTING SERVICE DESK AND SERVICE MANAGEMENT PROCESSES __________________17

IMPLEMENTING SERVICE ASSET AND CONFIGURATION MANAGEMENT____________________27

Built-in Process Integration and Automation _______________________________________________31

DEMONSTRATING VALUE TO BUSINESS _____________________________________________34

APPENDIX A ASSESSMENT QUESTIONNAIRE ________________________________________37

Powerful Built-in Process Automation and Integration

IBM SmartCloud Control Desk

Configuration IT Asset Procurement License

Roles, Organization, Sites,

Figure 1 IBM SmartCloud Control Desk

Out-of-the Box External Integration

Deployment Options to Meet Your Needs

Develop Implementation Strategy

Implement Highly Interrelated Processes

Benefits of the ITIL Process Implementation Approach

Populating the SmartCloud Control Desk with Support Data

Preparing to Gather Support Data

Example of Identifying Support Data

Is the asset data in a centralized location?

Are there multiple sources for the asset data?

Will the data need to be scrubbed?

Is your current location data clean or does it contains duplicates that

Potential Actions Decisions

Table 2 Example of Template to Understand the Use of Asset Information

Designing the Target Processes

Gathering Requirement to Design Target Processes

Designing the Target Processes

Gathering Detailed Requirement to Implement Target Processes

Non-IT Users IT Users

Incident Problem Change

Disruption Recurring Problem Communicate

Figure 2 Example of Request Fulfillment Management Procedure

Process Step 2.1 Submit Service Request

Gathering Detailed Requirements via Sub-Process

IMPLEMENTING SERVICE DESK AND SERVICE MANAGEMENT PROCESSES

Built-in Process Integration and Automation

Request Fulfillment Management

Built-in Process Integration and Automation

Built-in Process Integration and Automation

Built-in Process Integration and Automation

Built-in Process Integration and Automation

Release and Deployment Management

Built-in Process Integration and Automation

Service Catalog Management

Built-in Process Integration and Automation

Service Level Management

Built-in Process Integration and Automation

IMPLEMENTING SERVICE ASSET AND CONFIGURATION MANAGEMENT

Understand Key Concepts

Identify configuration items

Authorized configuration item

Verify and audit configuration Items

Understand Product Capabilities

Change and Configuration Management Database (CCMDB)

Tivoli Application Dependency Discovery Manager (TADDM)

Managing the CI Identification Process