Titel: “Beschleunigung der ITIL Best Practices Einführung“

mit Thomas Mendel von Forrester Research

(Accelerating ITIL Best Practice Adoption)
Datum: Mittwoch den 1. Februar 2006
Uhrzeit: 10:00 Uhr MEZ

Die Einwahlnummern der Audiokonferenz sind:

Deutschland: 0800-181-5287
Schweiz: 0800-835-819
Österreich 0800-281-475
International Back up: +1.706.679.0698
Konferenz ID Nummer: 4187331

©2005 Managed Objects, Inc. All rights reserved.

Accelerating ITIL Best
Practice Adoption
Through BSM

AJ van der Vlugt

Agenda

Introductions

Accelerating ITIL Best Practice
Adoption
– Thomas Mendel, PhD, Forrester Research

Using BSM to Accelerate ITIL

– Dustin McNabb, Managed Objects

Accelerating ITIL in an SAP

Environment

– Bernd Ludwig, RealTech

Questions & Answers

©2005 Managed Objects, Inc. All rights reserved.

Challenges Inhibiting ITIL Adoption

There’s a communication
mismatch between IT and the
business

Business units care about services

IT manages by component

There’s a technology mismatch

between tools and expectations
that creates a “service
management gap”…

To accelerate ITIL and CMDB

adoption, the gap must be
closed

©2005 Managed Objects, Inc. All rights reserved.

 Managed Objects BSM Closes the IT Service Gap…

Managed Objects…
Uses a service perspective to
discover, model, and manage IT

The Value to Our Customers…

Enables companies to improve IT
service quality, costs &
responsiveness

©2005 Managed Objects, Inc. All rights reserved.

Examples of Managed Objects Service Perspectives

SLA Management
E2E Management CMDB Management
A Service Perspective for Every Role
Reporting

Configuration Management
Executive Dashboards
©2005 Managed Objects, Inc. All rights reserved.
Accelerating ITIL Requires a Complete BSM Solution

Forrester’s BSM Maturity S-Curve

A
comprehensive
solution
accelerates
process
maturity Managed Objects provides a
comprehensive solution
across ITIL

From IT Asset Management, ITIL, And The CMDB: Paving The Way For BSM, October 2005

©2005 Managed Objects, Inc. All rights reserved.

Accelerating ITIL with Managed Objects

Service Perspective

Automated Metrics
Detection of
& Monitoring
change

Impact
Analysis Faster MTTR
with Root Cause
v

Federated CMDB Reconciliation

of data sources

©2005 Managed Objects, Inc. All rights reserved.

Accelerating ITIL: Phase I – Start With a Vision

CMDB

Service Perspective

©2005 Managed Objects, Inc. All rights reserved.

Phase II – Formulate a Federated CMDB

©2005 Managed Objects, Inc. All rights reserved.

Phase III – Integrating State

©2005 Managed Objects, Inc. All rights reserved.

Phase IV – Group Logical Relationships

©2005 Managed Objects, Inc. All rights reserved.

Phase V – Visualize the Service Perspective & CMDB

Managed Objects vCMDB

Managed Objects
Service Perspective

©2005 Managed Objects, Inc. All rights reserved.

 SAP Configuration Data with theGuard!

theGuard! CIM Model for SAP

configuration data

Configuration data for each SAP
instance

Transaction Groups

User Groups

…

Statistical values for each SAP
instance

Dialog Response Time

DB Request Time

…

Integration into Managed
Objects

Montoring the Business Service

Transaction Groups

Dialog Response Time

…

©2005 Managed Objects, Inc. All rights reserved.

Automation for Incident Management

theGuard! ServiceDesk Automation for SAP

SAP integration via the „Feedback“ button

Directly start an incident from within the SAP GUI

All configuration data available in the incident

Configuration data will be used for Problem & Change Management

©2005 Managed Objects, Inc. All rights reserved.

Questions?

For more information, call

AJ Van der Vlugt
Managed Objects GmbH
Tel.: 069 / 66 55 44 60
E-Mail: avlugt@managedobjects.com

©2005 Managed Objects, Inc. All rights reserved.

Managed Objects ®

The Business Service Management Company

©2005 Managed Objects, Inc. All rights reserved.