Serena itsm cnews 2012
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Презентация демонстрировалась на конференции CNEWS, посвященной решениям ITSM на российском рынке. Мы показывали новое решение Serena Service Manager 3.0
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Serena itsm cnews 2012
- 1. Serena Service Manager Легкий способ начать... комплексную автоматизацию и совершенствование ITSM процессов Февраль 2012 Ионин Алексей Softmart 1 SERENA SOFTWARE INC.
- 2. СОДЕРЖАНИЕ • История появления Serena Service Manager • Ключевые преимущества SSM • Платформа SBM • Комплексный подход к автоматизации процессов 2 SERENA SOFTWARE INC.
- 3. Согласны ли вы со следующими утверждениями? • наше ITSM решение НЕ нравится пользователям – неудобно, медленно, неинформативно… • наше ITSM решение тяжело и дорого обслуживать – и с точки зрения стоимости поддержки, и требуемых усилий/времени на доработку… • наше ITSM решение крайне дорого развивать, добавлять новые процессы, интерфейсы, добавлять отчеты – лучше вообще не трогать пока работает… • группы администраторов и команды разработчиков работают в разных системах – нет единой картины задач ИТ, состояния проектов и задач неизвестны, сложно координировать взаимодействие… • у пользователей НЕТ единой точки входа обращения к ИТ – инциденты в одной системе, запросы на обслуживание в другой, требования к ПО в третьей, сложно контролировать SLA… 3 SERENA SOFTWARE INC.
- 4. Serena Service Manager 4 SERENA SOFTWARE INC.
- 5. История появления Serena Service Manager Serena Solutions And How We Got T ITSM o ITSM Serena Service Serena Service Serena Service Manager 1.0 Manager 2.0 Manager 3.0 1 Кв, 2011 2 Кв, 2011 4 Кв, 2011 Каждый третий клиент уже использовал SBM для реализации процессов ITSM Serena 1600 клиентов Business BPM TeamTrack Manager (SBM) 24% клиентов планировали использовать SBM для 1999 2007 решения задач ITSM & ITIL Software 2000 клиентов Orchestrated ALM Change & ALM Config Mgt. 1981 2010 55 SERENA SOFTWARE INC.
- 6. Serena Service Manager – готовое сертифицированное адаптируемое решение Управление инцидентами Управление изменениями Удобные отчеты Управление проблемами Управление конфигурациями Индикаторы управления IT 6 SERENA SOFTWARE INC.
- 7. В основе решений – платформа Serena Business Manager (SBM) 7 SERENA SOFTWARE INC.
- 8. Адаптировать процесс, а не переписывать все приложение 8 SERENA SOFTWARE INC.
- 9. Повысить удовлетворенность пользователей с простыми и понятными формами 9 SERENA SOFTWARE INC.
- 10. Интерактивная информационная панель индикаторов 10 SERENA SOFTWARE INC.
- 11. Управление уровнями обслуживания (SLA) SLA Risk Assessment Top 10 SLA Violations (Frequent Path Analysis) (By Service) SLA Duration Overall SLA Health Item Count Measured SLA SLA Time to Destination (Days) Threshold Service Name Period: August 1 to August 31, 2011 11 SERENA SOFTWARE INC.
- 12. Serena Request Center – портал самообслуживания Запросы – защита от Каталог Услуг Унификация обработки запросов двойного ввода Удобные и насыщенные формы Интегрированная База знаний Добавление SBM приложений 12 SERENA SOFTWARE INC.
- 13. Преимущества Serena Service Manager • Набор решений – web приложений – легко и эффективно расширяется. • Платформа управления процессами обеспечивает низкий показатель TCO • Простота в освоении и использовании, информативность и наглядность, благотворно влияет на степень удовлетворенности ИТ сервисом • Готовое решение не навязывает регламент, но позволяет легко адаптировать процессы под себя. • SSM – только часть линейки продуктов Serena, направленных на автоматизацию ИТ процессов • Легко начать строить комплексное решение, значит, разбить внедрение на четкие этапы/шаги и успешными короткими итерациями добиваться положительных результатов 13 SERENA SOFTWARE INC.
- 14. Формула успеха CIO ИТ операции + ИТ разработка = Комплекс автоматизации ИТ 14 SERENA SOFTWARE INC.
- 15. Комплекс ITSM продуктов и решений Serena Request Center Serena Lifecycle Dashboard Serena Request Center Serena Serena Serena Serena Requirements Development Release Service Manager Manager Manager Manager Serena Lifecycle Dashboard Serena Business Manager Serena Service Manager Serena Serena Serena Requirements Development Problem Release Request Incident Change Configuration Manager Management Manager Management Manager Management Management Management Collaboration Serena Business Manager Intelligence User/Identity Relationship Resource Time Calendar Service Composition and Orchestration Доступно в облаке и для локальной установки 15 SERENA SOFTWARE INC.
- 16. 98 из 100 Fortune – клиенты Serena Healthcare Financial Industrial Tech/Telco Insurance Government 16 SERENA SOFTWARE INC.
- 17. Клиенты Serena в России Клиенты Serena в России 17 SERENA SOFTWARE INC.
- 18. Спасибо за внимание! Задавайте вопросы? 18 SERENA SOFTWARE INC.
- 19. Запасные слайды? 19 SERENA SOFTWARE INC.
- 20. Архитектура SBM 20 SERENA SOFTWARE INC.
- 21. Проект: Прямой доступ клиентов к Управление сервисной модулю управления инцидентами службой • Управление инцидентами • Интеграция с Microsoft Dynamics Полноценный web клиент Быстрое внедрение готового решения (до 3х FIREWALL недель) и адаптация процесса управления инцидентами, знаниями Process Orchestration Фокус на возможностях совершенствования процесса Инциденты, Проблемы & Конкурент - OmniTracker Изменения, Знания 21 SERENA SOFTWARE INC.
- 22. Проект: Комплекс ITSM + ALM Прямой доступ • Управление инцидентами пользователей к модулям системы • Управление поручениями • Управление разработкой • Управление релизами Переход с внутренних систем, разработанных своими силами 1,500 пользователей FIREWALL сервиса 800 сотрудников хелпдеска Process Orchestration Конкурент - HP Инциденты, Проблемы & Изменения, Знания 22 SERENA SOFTWARE INC.
- 23. Проект: Incident Submission • Глобальное решение and L1 Support управления инцидентами • Смешанное внедрение Public Cloud (SaaS + сервер в Process Orchestration компании) • 50,000 пользователей FIREWALL сервиса • 150 сотрудников хелпдеска • Конкурент - Service-Now HP Service Manager (L2/L3 Support) 23 SERENA SOFTWARE INC.
- 24. Проект: Полное решение (IM, Lotus Notes Incident Submission PM, CM) для поддержки клиентов из финансового сектора Открытие инцидентов из Web и Lotus Notes FIREWALL Более 300 инженеров Интеграция с данными в Lotus Process Orchestration Notes Конкурент - BMC Remedy Инцидент, Проблемы, Изменения 24 SERENA SOFTWARE INC.
- 25. Проект: Комплексная автоматизация ALM Process Orchestration процессов • Управление бизнес запросами • Управление бизнес требованиями • Управление функциональными Требования, Задачи требованиями • Управление функциональными спецификациями Конкурент – HP QC Serena Dimensions RM Интеграция с HP QC Интеграция с Microsoft Sharepoint Интеграция с Microsoft Project 25 SERENA SOFTWARE INC.
- 26. Проект: Комплексная автоматизация ITIL Process Orchestration процессов • Управление изменениями в части прикладного ПО • Управление релизами Запросы, Формуляры, • Управление тестированием Ведомость, Потребности, • Управление приемкой Планы, Активы • Управление фондами ПО Переход с внутренних систем, • Управление Изменениями в части инфраструктуры разработанных своими силами • Интеграция с BMC Remedy • Управление каталогом услуг Интеграция с Remedy • Управление потребностями Интеграция с IBM Lotus Notes • Управление планированием ITSM Аудитор - IT Expert Конкурент – BMC Remedy 26 SERENA SOFTWARE INC.
- 27. Serena Software, Redwood City, California (USA) • Образована: • 1980 • Офисы: • New York, Los Angeles, Washington D.C. • Sao Paulo • London, Paris, Madrid, Milan, Munich, Stockholm, Antwerp • Singapore, Tokyo, Melbourne, Bangalore, Seoul • Штат: • 700+ • Клиенты: • Более 17,000 организаций и более 10 миллионов пользователей по всему миру • 96 из списка 100 Fortune 27 SERENA SOFTWARE INC.
Notes de l'éditeur
- Более 300 клиентов SBM самостоятельно разработали свои решения автоматизации ITSM процессов на платформе SBM Другие 25% планировали использовать SBM для задач внедрения ITSM/ITIL процессов Уже существует более 10,000 процессно-ориентированных приложений на платформе SBM для ИТ и не ИТ областей ITSM дополняет портфель решений Serena - лидера в сегменте инструментария поддержки ЖЦ разработки ПО (ALM) Serena Software 05/12/12 Copyright © 2010 Serena Software, Inc.
- And that ’ s why we ’ ve developed Serena Service Manager We ’ ve incorporated ITIL best practices into the solution Our customers want something that is a lot more flexible as there is a process management platform under the covers. There are three major benefits as a result – 1) it makes it so much easier to change processes to match the way you actually deliver services; 2) it ’ s a lot easier to upgrade and you aren ’ t forced to re-implement your customizations every time you upgrade; and 3) you can easily leverage the underlying process management platform to automate your fulfillment processes as well as other core IT processes. Your organization delivers services well beyond just break-fix support! This is something you can run IT on! As the solution is process-based and not forms-based like a lot of solutions out there (Service-Now being one of them), the metrics and reports are based off of the actual process being followed within your organization. So you get actionable metrics and dashboards based on your integrated service delivery processes One of the things that we ’ ve worked really hard on is the user experience. We ’ ve made it extremely easy for user and technicians to submit and work on requests. Very simple, easy to use forms. Our service request center provides your users with a single point of contact for all IT services. And it gives your team a way to funnel requests as well as showcase the breadth of services that you have to offer that go well beyond tackling the typical break-fix requests. And you have flexible deployment options – its available for use both on premise or on demand. Unlike other solutions like Service-Now, Serena Service Manager is truly multi-tenanted which again drives down the cost of ownership for you
- As I mentioned we ’ ve put a lot of effort into making the solution easy to use and easy to access for both your technicians as well as your end users. Which in turn improves your users ’ perception of the service that they get from IT. As your users get comfortable with using the solution, fewer people bypass the system which in turn drives down the cost of running your service desk
- So what does the solution look like? As I mentioned, you can visually configure and change processes to match the way you deliver services. The swimlanes make it easy to, at a glance, know who is responsible for what
- As I mentioned we ’ ve put a lot of effort into making the solution easy to use and easy to access for both your technicians as well as your end users. Which in turn improves your users ’ perception of the service that they get from IT. As your users get comfortable with using the solution, fewer people bypass the system which in turn drives down the cost of running your service desk
- Here ’ s a look at the rich, unified dashboards that you get that are based off of actual process paths – so you are making decisions off of accurate business metrics
- As I mentioned we ’ ve put a lot of effort into making the solution easy to use and easy to access for both your technicians as well as your end users. Which in turn improves your users ’ perception of the service that they get from IT. As your users get comfortable with using the solution, fewer people bypass the system which in turn drives down the cost of running your service desk
- Thank you for the opportunity to talk to you about Serena Service Manager, our IT Service Management (ITSM) solution. What I ’ d like to do in the next 15 – 20 minutes is to briefly cover: Why Serena decided to get into the ITSM space The kinds of challenges that our customers are struggling with when it comes to ITSM Why we think the industry is ready for an alternative and how we believe we can address those challenges with what we call “ Orchestrated Service Management ” - our process-based approach to ITSM And finally, I ’ d like to give you a few examples of why customers have chosen Serena Service Manager over other ITSM solutions
- As I mentioned we ’ ve put a lot of effort into making the solution easy to use and easy to access for both your technicians as well as your end users. Which in turn improves your users ’ perception of the service that they get from IT. As your users get comfortable with using the solution, fewer people bypass the system which in turn drives down the cost of running your service desk
- Thank you for your time
- Thank you for your time
- Thank you for your time
- Thank you for your time
- As I mentioned we ’ ve put a lot of effort into making the solution easy to use and easy to access for both your technicians as well as your end users. Which in turn improves your users ’ perception of the service that they get from IT. As your users get comfortable with using the solution, fewer people bypass the system which in turn drives down the cost of running your service desk
- SunGard needed a solution that could tackle incidents through to changes that came in from their financial clients. Tickets got submitted via the phone or through the web and got entered into a Lotus Notes system. They needed a solution that would easily integrate with their Lotus Notes solution for the customer data, that could flexibly handle changes to processes, that came complete with a CMDB and that incorporated ITIL best practices. They decided to go with Serena even though BMC Remedy was the corporate standard as they realised that just the costs of implementing and running BMC Remedy far outweighed an investment in Serena Service Manager.
- SunGard needed a solution that could tackle incidents through to changes that came in from their financial clients. Tickets got submitted via the phone or through the web and got entered into a Lotus Notes system. They needed a solution that would easily integrate with their Lotus Notes solution for the customer data, that could flexibly handle changes to processes, that came complete with a CMDB and that incorporated ITIL best practices. They decided to go with Serena even though BMC Remedy was the corporate standard as they realised that just the costs of implementing and running BMC Remedy far outweighed an investment in Serena Service Manager.
- I promised to talk a little bit about why customers have chosen us over some of the other solutions that are out there. Thomson Reuters is a great example of a customer of ours that was familiar with the power of the underlying process mgt platform, Serena Business Manager. When they were looking for a replacement to their outsourced help desk solution from Fujitsu, they narrowed down their options to Serena and Service-Now as they wanted a solution that could support a hybrid cloud and on-premise deployment model. It needed to be a solution that could flexibly integrate with their existing HP Service Manager solution that was on premise and handled L2 and L3 support while being able to tackle incidents that got submitted by 50,000 employees into their global incident management solution deployed in the cloud. The flexibility of the Serena solution is what made Thomson Reuters go with Serena.
- SunGard needed a solution that could tackle incidents through to changes that came in from their financial clients. Tickets got submitted via the phone or through the web and got entered into a Lotus Notes system. They needed a solution that would easily integrate with their Lotus Notes solution for the customer data, that could flexibly handle changes to processes, that came complete with a CMDB and that incorporated ITIL best practices. They decided to go with Serena even though BMC Remedy was the corporate standard as they realised that just the costs of implementing and running BMC Remedy far outweighed an investment in Serena Service Manager.
- SunGard needed a solution that could tackle incidents through to changes that came in from their financial clients. Tickets got submitted via the phone or through the web and got entered into a Lotus Notes system. They needed a solution that would easily integrate with their Lotus Notes solution for the customer data, that could flexibly handle changes to processes, that came complete with a CMDB and that incorporated ITIL best practices. They decided to go with Serena even though BMC Remedy was the corporate standard as they realised that just the costs of implementing and running BMC Remedy far outweighed an investment in Serena Service Manager.
- SunGard needed a solution that could tackle incidents through to changes that came in from their financial clients. Tickets got submitted via the phone or through the web and got entered into a Lotus Notes system. They needed a solution that would easily integrate with their Lotus Notes solution for the customer data, that could flexibly handle changes to processes, that came complete with a CMDB and that incorporated ITIL best practices. They decided to go with Serena even though BMC Remedy was the corporate standard as they realised that just the costs of implementing and running BMC Remedy far outweighed an investment in Serena Service Manager.
- Thank you for the opportunity to talk to you about Serena Service Manager, our IT Service Management (ITSM) solution. What I ’ d like to do in the next 15 – 20 minutes is to briefly cover: Why Serena decided to get into the ITSM space The kinds of challenges that our customers are struggling with when it comes to ITSM Why we think the industry is ready for an alternative and how we believe we can address those challenges with what we call “ Orchestrated Service Management ” - our process-based approach to ITSM And finally, I ’ d like to give you a few examples of why customers have chosen Serena Service Manager over other ITSM solutions