IBM SmartCloud Solutions

© 2013 IBM Corporation1
IBM SmartCloud Control Desk
Overview
By
Uffe Rasmussen
IBM Sweden

Uffe Rasmussen
● Consultant for IBM Global Business Services, Sweden
● 6 years experience in Service Management and IT Asset Management
● Has been involved in the design of OOTB incident process
● Participating in the beta program
● Has developed certification exams
● Run project from multinational customer to customers with 2 service
desk agent
● ITIL certifed

SmartCloud Control Desk
● ITIL - Roles and Process
● Architecture and integrations
● Delivery Models
● Install / Upgrade / Migration
● SCCD Overview (3 Gui designs)
● Self service center
– Service Catalog
– AppStore
– Chat
● Startcentre
● Applications
– Asset overview
– Some Change / Asset / Configuration features
– Gui design and features ( 5 sec, Richtext, maps, remotecontrol)
● TPAE / Tool's
– Runbook / workflow
– Notificationer
– Rapportering
● Community / Links

© 2013 IBM Corporation
OGC
4
§ All included, no
need for extra
modules,
i.e. Customer Survey
module included
§ Strong integration to other
IBM and non-IBM tools, ie.
Discovery, Monitoring and
End Point Management

Architecture § Operating Systems:
Windows,
Linux (Red Hat or SUSE),
Unix (AIX, Solaris or HP-UX)
§ Virtualization Environments:
VMWare, KVM,
Power/VM, PR/SM, zVM
§ Application Servers:
WebSphere,
Oracle,
Java Runtime
§ DataBases:
MS SQL, Oracle, DB2,
§ LDAP:
IBM TDS, MS Active Directory
§ e-mail protocols:
POP3, IMAP, SMTP
§ Instant Messaging:
Build in or integration to: Google Chat,
Twitter, Jabber,
MS Office communicator,
Lotus Sametime,
§ Mobile support:
iOS, Android
§ Integration examples:
Excel, Flat file, Launch in context, XML
documents, HTTP(S) posts, Web Services,
JMS transactions, ODBC, Integration tables
25 out-of-the-box Languages
Same solution/technology delivered as SaaS or on-premiss,
making switching method very easy....
5

© 2011 IBM
Corporation
Extensive Integrations available Out-of-the-box
Applications for Different DisciplinesApplications for Different Disciplines
Role-Based, Adaptive User Interfaces & DashboardsRole-Based, Adaptive User Interfaces & Dashboards
Asset
Roles, Organization, Sites,
Changes, Incidents, …
Asset & Configuration Mgmt Database
CI Automation
IBM Tivoli Integration Composer (ITIC)
Configuration
Management
Service Catalog &
Request Mgmt
Incident
Management
Problem
Management
Change
Management
Release
Management
IT Asset
Management
License
Management
Procurement
Management
SRM SRM SRM CCMDB CCMDB
TAMITTAMITTAMITCCMDB
Configuration
Management
Service Catalog &
Request Mgmt
Incident
Management
Problem
Management
Change
Management
Release
Management
IT Asset
Management
License
Management
Procurement
Management
SRM SRM SRM CCMDB CCMDB
TAMITTAMITTAMITCCMDB
Common Runtime & Services
Workflow, Notification, Escalation, Security
IBM SmartCloud
Control Desk
Computer
Telephony
Systems
GenesysGenesys
CiscoCisco
JTAPIJTAPI
Third Party Service Desks
HP Service
Manager
HP Service
Manager
BMC
Remedy
BMC
Remedy
SAP Solution ManagerSAP Solution Manager
Monitoring
Systems
OmnibusOmnibus
Netcool
Impact
Netcool
Impact
TBSMTBSM
Development &
Runtime Systems
Rational
Team
Concert
Rational
Team
Concert
Rational
ClearQuest
Rational
ClearQuest
Email-driven
Ticketing Business Partner Integrations
Alarm PointAlarm Point Infrared 360Infrared 360
Provisioning Tools
TPMTPM
Tivoli Identity MgrTivoli Identity Mgr
Security Mgmt Tools
Instant Messaging
Lotus
Sametime
Lotus
Sametime
Google ChatGoogle Chat
Microsoft
Office
Communicator
Microsoft
Office
Communicator
JabberJabber
TwitterTwitter
Discovery Tools
TAD4DTAD4D TAD4zTAD4z TADDMTADDM
CentennialCentennial
AltirisAltiris
Microsoft SCCM & SMSMicrosoft SCCM & SMS
ITNMITNM
TEMTEM
Assets and InfrastructureAssets and Infrastructure
Production Distribution PeopleTransportation Facilities
Virtualized & Heterogeneous InfrastructureDiverse Assets
SecurityVoiceStorageSystem NetworkApplications InformationTechnology
Assets and InfrastructureAssets and Infrastructure
Production Distribution PeopleTransportation Facilities
Virtualized & Heterogeneous InfrastructureDiverse Assets
SecurityVoiceStorageSystem NetworkApplications InformationTechnology
Rational
Asset Mgr
Rational
Asset Mgr
IDML
From
many
products
WebSphere
Service Registry
& Repository
WebSphere
Service Registry
& Repository
Third Party Tools
6
License Mgmt
IBM Passport Adv (PPA, PPz)IBM Passport Adv (PPA, PPz)

IBM SmartCloud Control Desk
Multiple Packages
Entry Edition
Simple Service Desk
Inexpensive entry price
Simplified UI / workflows
Full ISM Suite with
Service Request Mgmt
Service Desk
Service Catalog
Change Mgmt
Configuration Mgmt
Release Mgmt
IT Asset Mgmt
Procurement Mgmt
License Mgmt
Service Provider Edition
Support multiple clients IBM Cloud On-Premise
Users & Tools
VPN
Tunnel
SaaS
(on IBM Cloud)
Virtual
Machine
Images
Enterprise
(custom)
Install
Business
Partners
Providing
SaaS
Customers
Multiple Delivery Models

Update / Installation

Migration
●
Integrated Migration engine
● Snapshot or Record
●
Release control
●
From Development – Test – Education - Production
Development Test Education Production

● Delivery Models
– Service Catalog
– AppStore
– Chat
● Startcentre
● Applications
– Asset overview
● TPAE / Tool's
– Notificationer
– Rapportering

Three front-ends in one
11
SelfService
StartCentre
Application / Module

Self Service Center
• Key features
– Hierarchical navigation
– Live Chat support
– News Pod
– Request Status Pod
– My Assets Pod

Service Catalog
• Key Features
– Service Catalog cover any request
– from ”support need”, ”app store, ”office supplies”,
”travel requests” etc.
– Rich text thoughout the solution
– (paste in screen shots into text fields)
– Integrates to intranet (Open Source)

Market Trends: Internal Enterprise App Store
• End users comfortable with
using AppStores provided
by companies like Apple,
Google, Amazon.
– Browse applications
– View comments and ratings
– View pricing
– Click to purchase
– Automated deployment to target device
• Enterprises want to provide a similar
experience for internal apps – but have
additional requirements
– SW license management
– Integration with procurement
– Chargeback
– Policy enforcement
• Enterprises also have broader
requirements for
– Apps for multiple platforms
• Windows, Mac, Linux
– Device types
• Laptops, desktops, servers, mobile
• A total enterprise view requires support for
an “Electronic Software Store” - not just
apps – but also virtual machine requests,
OS requests, storage requests
• Enterprises also have to provide support for
users if they run into issues
– Solutions knowledge base
– Help desk
– Live chat

Provide an Internal Enterprise App Store
with Integrated License Management, Automated Deployment, Cost Accounting &
Chargeback

Provide an Internal Enterprise App Store
with Integrated License Management, Automated Deployment, Cost Accounting & Chargeback
• Key features
– Overview (with full rich text support)
– Comments and Ratings
– Fulfillment time view
– Order form
– Pricing support

Get more Social!
Comments and Ratings
• Key features
– Summary of individual ratings is calculated and displayed
– User comments are displayed.
– A user can rate the offering directly from the offering dialog, or from the service
request status (after fulfillment).

Request Fulfillment Runbook Workflow executes in
SCCD
End User
1.) End User Requests Software
2.) Workflow Initiated. Checks License Entitlement.
3.) Automatic or manual approvals based on policy.
4.) Runbook calls TEM to deploy Software
5.) Software deployed to target.
6.) Status & inventory information provided back to TEM.
7.) TEM Software Usage Analysis is loaded into SCCD for license audit
Runbooks
1
2 3
4
TEM Server
7
56
Asset & CMDB

End-user receives popup on their
desktop that TEM is installing the
software

Request is completed – End user can see visual status
• Approvals tracked
explicitly.
• Interim status provided.
• Progress bar indicator
provides visual cues.

Live Chat – Available Out-of-the-box
• Allows end users to chat with a service desk agent
directly instead of opening a ticket or calling the
helpdesk.
• Capabilities
– Allows a user to open a chat session directly with an agent
– Allows an agent to accept a chat from a chat queue and respond
– Chat transcripts are stored in the ticket
– Supports clustering for scalability
• Administrative capabilities
– Manage live chat queues
– Indicate agent availability to accept chat sessions

Startcenter - Improved Look and Feel
Leveraging IBM One UI Guidelines
• New style sheets
• Simplified Presentation
• Navigation Improvements (fly-out)

§ Role based tabs and associated
portlets
(display tabs for each role, based on user
rights)
§ Option for user to self-configure
(based on user rights)
§ Lists (sort, filter, color code)
– Graph toggle option on lists
– Launch to tickets from graph
§ Inbox allow initiate process directly
from the list
§ KPI guage portlets
(display multible KPI’s in one portlet)
Startcenter

● Delivery Models
– Service Catalog
– AppStore
– Chat
● Startcentre
● Applications
– Asset overview
● TPAE / Tool's
– Notificationer
– Rapportering

IT Asset Management Capabilities
Asset Management
• Software Asset Management
• Hardware Asset tracking
• Installs, moves, adds, changes
• Reconciliation/Audit
• Extend beyond IT
(data center facilities, power, etc.)
Procurement
• Procure based on standards
• Create and route purchase orders
• Use catalogs
• Integrate with ERP systems
Work Management
• Work planning and scheduling
• Skills, labor, and inventory management
• Service plans and cost management
Service Management
• Support service desk with asset
configuration data
• Service Impact Management
Contract Management
• Contract Terms & Conditions
• Notifications
• Software Contracts
License Management
• Full Lifecycle support
• Multiple License types supported
• Audit Ready Reports
Financial Management
• Purchase/Lease Cost Tracking
• Work/Service Cost Tracking
• Usage Accounting
• Total Cost of Ownership
IT Asset
Management
Easy Configuration
• UI, dashboards, KPIs, reports
• Process workflows with alerts &
escalations
• New applications

26
Understand the logical (digital) topology of the
infrastructure inside and outside the data center
Logical topology from external cell relays to internal business applications.
Overlays of “caution” icons indicating open incidents on particular nodes

Change Windows
Black out periods
Change Implementation Schedule
Automated Change Scheduling
- Tasks, People, CI windows
Schedule Conflict Detection
Schedule Visualization
Resource
Constraints
Chart
Predecessor
constraint indicator
View entire Change
and individual tasks
for that Change
Agents /
Managers
With Role-based
UIs
(e.g. Incident
Analyst, Change
Manager)
Scheduling – Subject to multiple constraints
27

● Delivery Models
– Service Catalog
– AppStore
– Chat
● Startcentre
● Applications
– Asset overview
● TPAE / Tool's
– Notificationer
– Rapportering

29
A Picture is Worth a Thousand Words!
Improving usability by studying human cognitive architecture and processing
• Color visual processing has been evolving for more than 540 million years since the lower Cambrian period.
• Fast visual processing was critical for the survival of the species.
• The brain has evolved neural structures that allow fast parallel processing and cognition.
• Language processing systems started developing in Homo Sapiens about 200,000 thousand years
ago.
• Relies on serial cognitive processing which is more time consuming for comprehension and cognition.
How can the service desk agents process tickets faster?
When they open a ticket, how can they understand its main intent within 5 seconds?

30
Understand a ticket in 5 seconds!
• Visual header representing key information for different types of records
– Service request, Incident, Problem, Change, Release
– Unique progress map per record type
– What is it about?
– Where is it at? (progress)
– Who owns it?
– When is it due?

32
Understand and analyze geographic distribution of incidents
Search and Analyze by Incident Priority or Zip Code

33
View informational overlays
View information overlays combining map data with SCCD
data about the ticket and the resource.

34
See the street view of the facility with the incident

● Delivery Models
– Service Catalog
– AppStore
– Chat
● Startcentre
● Applications
– Asset overview
● TPAE / Tool's
– Notificationer
– Rapportering

Tooling
36
§ Powerfull admin tools open and supported for all customers at no
additional cost
§ Graphical GUI Editor + Advanced database configurator
§ Graphical workflow designer
§ Run book automation scripts
§ Simple and Advanced Integration
– i.e Excel, Flat file, Launch in context, XML documents, HTTP(S) posts, Web Services, JMS
transactions, ODBC, Integration tables or utilize the free integration platform!

Runbook Workflow Library and Automation Action Library
Workflow Library
Automation
Action Library2
37

Service Desk Scenario
1
2
3
Agent is assigned a new incident
Agent accesses the incident record
Agent opens Automation tab on the incident
4
Agent invokes one or
more Runbooks to
collect information
Ping
Process
Info
Collect
Logs38

Service Bulletins – Creating a Bulletin

Service Bulletins – Incident Result

41
Service Notices
41March 25, 2011
• Extends the Bulletin Board application to allow dynamic presentation of a warning
message during ticket creation based on certain criteria that may be entered in the ticket.
– Asset, Location, Configuration Item, or Customer can all trigger an automated Service Notice

150+ reports delivered
42

© 2011 IBM
Corporation
Reports – 150+ delivered Out-of-the-Box
External Report
Integration
V75 Reporting
Open
Database
Platform
BIRT
Integration
Tivoli Common
Reporting
Embedded Externalized
Cognos Reporting 8
Direct Integration
TCR Indirect
Integration
43
• SLA Compliance Reporting
• Auditing and Reconciliation
• Average time to close incidents
• Average cost per incident
• Incidents by customer
•1st contact resolution
•Average days to complete change
•Changes with schedule conflicts
•Warranty assets due
•Survey results

A Mature technology
44
§ Free portal for posting enhancement
requests and
vote for existing requests
http://www.ibm.com/developerworks/rfe/execute?use_case=tutorials
§ Free enablement video’s
(currently more than 30)
http://publib.boulder.ibm.com/infocenter/ieduasst/tivv1r0/topic/com.ibm.iea.srm/plugin_coverpage.html
§ Training roadmaps
http://www-304.ibm.com/jct03001c/services/learning/us/pdfs/roadmaps/sccd_7.5.pdf
§ Eco-system with free content
– User Group http://tivoli-ug.org/
– IBM wiki’s
– IBM suport tips / tricks and field guides
http://www-947.ibm.com/support/entry/portal/overview//software/tivoli/ibm_smartcloud_control_desk
– IBM redbooks http://www.redbooks.ibm.com/portals/tivoli
– IBM developer newshttp://www.ibm.com/search/csass/search/?q=SmartCloud+Control+Desk&dws=dw&ibm-search.x=-1010&ibm-search.y=-269&ibm-search=Search&sn=dw&lang=en&cc=US&ddr=&en=utf&lo=en&hpp=20
http://www.tdi-users.org/twiki/bin/view/Integrator/LearningTDI
– User community driven internet sites
http://maximotimes.com/
§ Free Beta-program praticipation

● Delivery Models
– Service Catalog
– AppStore
– Chat
● Startcentre
● Applications
– Asset overview
● TPAE / Tool's
– Notificationer
– Rapportering

IBM SmartCloud Solutions

Recommandé

Recommandé

Contenu connexe

Tendances

Tendances (20)

En vedette

En vedette (6)

Similaire à IBM SmartCloud Solutions

Similaire à IBM SmartCloud Solutions (20)

Plus de IBM Danmark

Plus de IBM Danmark (20)

Dernier

Dernier (20)

IBM SmartCloud Solutions