Differentiating between what is important and what is urgent is challenging. It could only be resolved while focusing IT management on the business processes of your company. The purpose of Business Service Management is to enable functional departments to immediately assign a service to a specific process and recognize its value. This is the basis for defining your IT processes, SLAs, service catalogue and mutual Service Desk integration. You will learn how: -Service Desk can immediately track down a problem to the root cause -Change Management can identify all impacts of a change in seconds -you can save up to 20% of your operational costs To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com

1. Business Service
Management

2. Lots of information
Monitoring ServiceDesk

3. Data
context
traceability
Information
Who, what,
when, where?
Knowledge
How?
Wisdom
Why?

4. Data
context
traceability
Information
Who, what,
when, where?
Knowledge
How?
Wisdom
Why?

5. Data
context
traceability
Information
Who, what,
when, where?
Knowledge
How?
Wisdom
Why?

10. Sep 4 12:51:07 pam_rhosts_auth[790]: denied to administrator@192.168.0.58 as aurcab: access not allowed
Sep 4 12:51:07 in.rshd[790]: rsh denied to administrator@192.168.0.58 as aurcab: Permission denied.
Sep 4 12:51:07 in.rshd[790]: rsh command was '/usr/X11R6/bin/xterm -ls -display 192.168.0.58:0'
Sep 4 12:58:04 in.telnetd[791]: connect from 192.168.0.58 (192.168.0.58)
Sep 4 13:21:56 su: (to oracle) root on /dev/pts/0
Sep 4 13:21:56 PAM-unix2[857]: session started for user oracle, service su
Sep 4 13:22:00 PAM-unix2[857]: session finished for user oracle, service su
Sep 4 13:22:12 su: (to oracle) root on /dev/pts/0
Sep 4 13:22:12 PAM-unix2[866]: session started for user oracle, service su
Sep 4 13:22:21 su: (to oracle) root on /dev/pts/0
Sep 4 13:22:21 PAM-unix2[868]: session started for user oracle, service su
Sep 4 13:22:24 PAM-unix2[868]: session finished for user oracle, service su
Sep 4 13:25:11 su: (to root) root on /dev/pts/0
Sep 4 13:25:11 PAM-unix2[882]: session started for user root, service su
Sep 4 13:28:43 kernel: cdrom: open failed.
Sep 4 13:28:43 kernel: VFS: Disk change detected on device ide1(22,64)
Sep 4 13:39:49 syslogd 1.3-3: restart.
Sep 4 13:39:52 kernel: klogd 1.3-3, log source = /proc/kmsg started.
Sep 4 13:39:52 kernel: Inspecting /boot/System.map-2.2.14
Sep 4 13:39:53 kernel: Loaded 8963 symbols from /boot/System.map-2.2.14.
Sep 4 13:39:53 kernel: Symbols match kernel version 2.2.14.
Sep 4 13:39:53 kernel: Loaded 21 symbols from 3 modules.
Sep 4 13:39:53 kernel: Serial driver version 4.27 with HUB-6 MANY_PORTS MULTIPORT SHARE_IRQ enabled
Sep 4 13:39:53 kernel: ttyS00 at 0x03f8 (irq = 4) is a 16550A
Sep 4 13:39:53 kernel: ttyS01 at 0x02f8 (irq = 3) is a 16550A
Sep 4 13:39:53 kernel: eth0: EtherExpress 16 at 0x300 (IRQ 10, RJ45 connector)
Sep 4 13:39:53 kernel: eth0: Table space transceiver problem
Sep 4 13:39:54 kernel: Installing knfsd (copyright (C)
Sep 4 13:39:54 kernel: nfsd_fh_init : initialized fhcache, entries=512
Sep 4 13:40:10 sshd[197]: Server listening on 0.0.0.0 port 22.
Sep 4 13:40:10 sshd[197]: Generating 768 bit RSA key.
Sep 4 13:40:12 sshd[197]: RSA key generation complete.

12. Sep 4 13:22:12 PAM-unix2[866]: session started for user oracle, service su
Sep 4 13:22:21 su: (to oracle) root on /dev/pts/0
Sep 4 13:28:43 kernel: VFS: Disk change detected on device ide1(22,64)
Sep 4 13:39:49 syslogd 1.3-3: restart.
Sep 4 13:39:52 kernel: klogd 1.3-3, log source = /proc/kmsg started.
Sep 4 13:39:52 kernel: Inspecting /boot/System.map-2.2.14
Sep 4 13:39:53 kernel: Loaded 8963 symbols from /boot/System.map-2.2.14.
Sep 4 13:39:53 kernel: Symbols match kernel version 2.2.14.
Sep 4 13:39:53 kernel: Loaded 21 symbols from 3 modules.
Sep 4 13:39:53 kernel: Serial driver version 4.27 with HUB-6 MANY_PORTS MULTIPORT SHARE_IRQ enabled
Sep 4 13:39:53 kernel: ttyS00 at 0x03f8 (irq = 4) is a 16550A
Sep 4 13:39:53 kernel: ttyS01 at 0x02f8 (irq = 3) is a 16550A
Sep 4 13:39:53 kernel: eth0: EtherExpress 16 at 0x300 (IRQ 10, RJ45 connector)
Sep 4 13:39:53 kernel: eth0: Table space transceiver problem
Sep 4 13:39:54 kernel: Installing knfsd (copyright (C)
Sep 4 13:39:54 kernel: nfsd_fh_init : initialized fhcache, entries=512
Sep 4 13:40:10 sshd[197]: Server listening on 0.0.0.0 port 22.
Sep 4 13:40:10 sshd[197]: Generating 768 bit RSA key.
Sep 4 13:40:12 sshd[197]: RSA key generation complete.

15. Sep 4 13:39:53 kernel: eth0: Table space transceiver problem

16. Sep 4 13:39:53 kernel: eth0: Table space transceiver problem

17. Sep 4 13:39:53 kernel: eth0: Table space transceiver problem

18. Sep 4 13:39:53 kernel: eth0: Table space transceiver problem

19. Why BSM?
User metrics
User language
User perspective

24. Den Blick aufs Ganze
Monitoring ServiceDesk
Reporting BSM

25. Monitoring ServiceDesk
Reporting
Business Service Management
CMDB

27. Data
context
traceability
Information
Who, what,
when, where?
Knowledge
How?
Wisdom
Why?

28. 20% less
operating costs

29. Avoid failures
Reducing downtime
Less tickets and escalations
Proactive problem management

30. Faster change processing
Less failures from changes
Higher user satisfaction
Find information – not searching

31. Livedemo

32. SHD System-Haus-Dresden GmbH
www.systemmonitoring.de
www.opensourcecmdb.de
SM-VIEW is part of SM-SUITE moreS M-SUITE modules:
Get a trail version:
http://www.systemmonitoring.de
For information in English get in
touch with me:
robert.sieber@shd-online.de

33. SHD System-Haus-Dresden GmbH
info@shd-online.de
www.shd-online.de