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  • ITSM Roadmap

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    This document outlines a high-level roadmap for an IT service management transformation with five major releases between October 2009 and March 2011. It includes integrating the AlarmPoint system with tools like HP OpenView, Remedy, BMC Atrium, and Microsoft System Center products. Over the releases, the roadmap details integrating data, migrating from legacy systems to the new ITSM platform, and rolling out various ITSM processes and capabilities like incident management, change management, and configuration management database.

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    This document outlines a high-level roadmap for an IT service management transformation with five major releases between October 2009 and March 2011. It includes integrating the AlarmPoint system with tools like HP OpenView, Remedy, BMC Atrium, and Microsoft System Center products. Over the releases, the roadmap details integrating data, migrating from legacy systems to the new ITSM platform, and rolling out various ITSM processes and capabilities like incident management, change management, and configuration management database.

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    Attribution Non-Commercial (BY-NC)
    Téléchargez comme PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    427 vues2 pages

    ITSM Roadmap

    Transféré par

    edinal
    This document outlines a high-level roadmap for an IT service management transformation with five major releases between October 2009 and March 2011. It includes integrating the AlarmPoint system with tools like HP OpenView, Remedy, BMC Atrium, and Microsoft System Center products. Over the releases, the roadmap details integrating data, migrating from legacy systems to the new ITSM platform, and rolling out various ITSM processes and capabilities like incident management, change management, and configuration management database.

    Droits d'auteur :

    Attribution Non-Commercial (BY-NC)
    Téléchargez comme PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    sur 2

    IT Service Management Transformation High-Level Roadmap with AlarmPoint

    TimeLine
    RELEASE 0 RELEASE 1 RELEASE 2 RELEASE 3 RELEASE 4
    10/30/2009 03/25/2010 07/15/2010 11/15/2010 03/10/2011
    AlarmPoint Data & System Integration
    Environment Available DEV / Proof of Concept Certification / Production

    System Integrated HP Openview ITSM Blackberry / Mobile Gateway SCOM / MOM

    Data Synchronization Load from ITSM Foundation Data Data Synch with ITSM Automated Ticketing

    BMC Atrium & Remedy ITSM Workflow


    Remedy Service Request Management (SRM) Pt 1 - End User Request Pt 2 – Internal Staff Request Pt 3 - Non-IT Request Pt 4 – Self Service Knowledge
    Remedy ITSM Service Desk Incident Management Problem Mgt Pt 1 Problem Mgt Pt 2
    Remedy ITSM Knowledge Management Knowledge Management
    Remedy ITSM Change Mgmt CHM Pt 1 – Std Changes / No CCB CHM Pt 2 – CIs Attached CHM Pt 3 – CIs Attached
    Remedy ITSM Asset Management Asset Mgt. Pt 1 - Purchasing Asset Mgt. Pt 2 - Contracts
    BMC Atrium - Core & CMDB CMDB Pt 1 – All Catalogs CMDB Pt 2 – Legacy Data CMDB Pt 3 – Legacy Data CMDB Pt 4 – Service Models
    BMC Atrium - Remedy Service Level Management SLM Targets Pt1 SLM Targets Pt2 SLM Targets Pt3 SLM Targets Pt4

    BMC Atrium - Analytics and Reporting OOTB Crystal Reports BO Analytics Universe

    BMC Atrium - Dashboards Dashboard Pods

    ITSM Data & System Integration


    Foundation Data SDE EIMS OIP eAuth

    Notification / Email Ticketing eMail Engine Paging

    Automated & Transfer Ticketing CA Unicenter Alarm Point HP Openview SIMS SCOM / MOM NTIA

    CI & Asset Discovery SMS Big Fix Solar Winds eBonding

    Distributed Server Option (DSO) DSO – Incidents DSO – Changes DSO – CIs / Assets

    USDA Legacy System Decommission


    Ticketing Merlin - Magic -SDE

    Asset Management NCAP EAMS EATS LMS BridgeTrack TelTrac


    Change Management Tracker CMS
    Page 1

    Glossary on page 2.
    Glossary
    for
    IT Service Management Transformation High-Level Roadmap with AlarmPointBMC

    AlarmPoint Data & System Integration ITSM Data & System Integration
    Phrase Meaning Phrase Meaning
    DEV/Proof of Concept Development environment used to initially configure the CI Configuration Item
    toolset SDE Service Desk Express
    ITSM Information Technology Services Management EIMS Enterprise Information Management System
    SCOM/MOM System Center Operations Manager/Microsoft Operations OIP Office Information Profile
    Manager eAuth Enterprise Authentication
    Foundation Data Core data that drives all configurations in the ITSM product CA Unicenter Computer Associates Unicenter
    BMC Atrium & Remedy ITSM Workflow
    Phrase Meaning
    Atrium Base underlying product the Remedy upon which the USDA Legacy System Decommission
    application operates
    Phrase Meaning
    Remedy The actual name of the BMC toolset
    Merlin-Magic-SDE Current incident tracking system
    SRM Service Request Management
    NCAP Network Connection Architecture and Performance
    CMDB Configuration Management Database
    EAMS Enterprise Asset Management System
    CCB Change Control Board
    EATS Equiment Acquisition Tracking System
    Cls Attached Configuration Items
    LMS License Management System
    SLM Targets Service Level Management Targets
    TelTrak ITS Telecommunications Tracking System
    OOTB Crystal Reports Out-Of-The-Box
    Tracker Configuration Management toolset
    CMS Change Management System

    For more information about ITSM, contact: itsmteam@one.usda.gov

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