3. RECAP

4. Datacenter Admin “Service Provider” Application Owner “Service Consumer”

5. OPALIS

6. Service Manager.. Remedy Action Request System OpenView Operations

7. Helps meet strategic IT goals through improving service delivery Replaces manual, resource-intensive, and error-prone activities Typically crosses multiple IT components, disciplines, and silos Helps meet strategic IT goals through improving service delivery Replaces manual, resource-intensive, and error-prone activities Typically crosses multiple IT components, disciplines, and silos Opalis provides IT Process Automation (ITPA), also known as Run Book Automation (RBA), which is the ability to orchestrate and integrate IT management tools through workflows.

8. Automate provisioning, resource allocation and retirement Extend virtual machine management to the cloud Virtual Machine Life- Cycle Management Orchestrate incident management and resolution Integrate across monitoring tools, service desks, and configuration management databases (CMDBs) Incident Management Scale automated configuration across platforms and tools Ensure reliable change with intelligent workflow branching Change and Configuration Management Integration for some System Center Products to be released in 2010

9. Event Mgmt Service Desk Asset/CMDB Configuration Virtual Security Storage Server Network Triage & diagnose Integrate service desks with data center tools Update CI and assets systems Coordinate audit, compliance and change Orchestrate lifecycle management Patch, user on-boarding, password reset Provision, verify, manage & retire IT Silos Silo Processes Change & Compliance Provisioning Virtual Service Management Cloud Computing Incident Response Monitor Service request Stop VM Update request Update request Update & close request Clone new VM Update properties Remove from Ops Manager Test VMDeploy Applications Verify Application Add to Ops Manager Create CI Retire CI Create incident Detach Storage Detach Network Adapter

13. Full line as a string Category

17. > BladeLogic Operations Manager > BMC Atrium CMDB > BMC Event Manager > BMC PATROL > BMC Remedy ARS > CA AutoSys > CA eHealth > CA NSM > CA Service Desk > CA Spectrum > EMC Smarts InCharge > FTP > HP Asset Manager > HP iLO > HP OpenView Operations > HP OpenView Service Desk > HP Service Manager > HP Network Node Manager > IBM Tivoli NetCool / OMNIbus > IBM Tivoli Enterprise Console > IBM Tivoli Storage Manager > Microsoft Active Directory > Microsoft Systems Management Server > Microsoft Operations Manager > Microsoft Configuration Manager > Microsoft Virtual Machine Manager > Microsoft Service Manager > Symantec Net Backup > VMware vSphere

18. SUMMARY