1. ITIL and Remedy ITSM Implementation Overview
What do I need to know?
Sources: ITIL-officialsite.com; itSMF Forum; Remedy ITSM Project Charter

2. Agenda At the end of this session, you will be able to:
Define the ITIL lifecycle components
Understand what ITIL Service Operations means to your workday
Define how ITIL processes tie into the BMC Remedy ITSM Implementation Project
Understand the BMC Remedy ITSM (IT Service Management) Implementation Project goals, deliverables, and opportunities
Stay informed by using the ITSM Project Discussion Board

3. Why ITIL for IT Service Management (ITSM)?
ITIL = IT Infrastructure Library
Started in mid 80’s in the UK
Defines IT Service Standards
Best practice across many industries
Non-proprietary
Guidance, not regulations

4. ITIL Lifecycle – 5 phases
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Key Points:
Processes build upon each other
Deliver superior service operations to business customers through standardized processes
Define service parameters – SLA’s

5. Service Strategy Key Activities
Strategy Generation
Develop Strategic Assets
Develop Offerings
Demand Mgmt.
Service Portfolio Mgmt.
Return on Investment
Financial Management
Keywords:
Strategy Generation
Demand Mgmt
Service Portfolio Mgmt
Financial Mgmt

6. Service Design Key Activities
Service Catalog Mgmt.
Negotiate and Agree
Design Solutions
Service Level Mgmt.
Supplier Mgmt.
Capacity Availability Security
Tuning Sizing Recovery Testing
Keywords:
Service Catalog Mgmt
Service Level Mgmt (SLA’s)
Capacity and Availability Mgmt
Information Security Mgmt
Supplier Mgmt (if applicable to service)

7. Service Transition Key Activities
Change Mgmt.
Verify
Optimize Risk
Service Asset and Configuration Mgmt.
Release and Deployment Mgmt.
Planning and Support Validation and Testing
Evaluation Knowledge
Keywords:
Change Mgmt
Asset and Configuration Mgmt
to be implement in ITSM Implementation Project Phase II
Release and Deployment Mgmt
Knowledge Mgmt
targeted for implementation in ITSM Project

8. Service Operation Key Activities
Event Mgmt.
Resolve and Restore
Monitor and Action
Incident Mgmt.
Release Fulfillment
Operational Processes Problem Access
Monitor and Control Network Server Desktop Support Databases Security
Key Service Operations Processes for BMC Remedy ITSM Implementation Project:
Incident Mgmt
Problem Mgmt
Event Mgmt
(Service) Request Fulfillment

9. Continual Service Improvement Key Activities
Service Reporting
Measurement Framework
Policy and Rules
Service Measure-ment
Return on Investment
7-Step Improvement
Define what we SHOULD and CAN measure, Gather Data, Process Data, Analyze Data, Present information, Corrective Action
Keywords:
Reporting
Metrics
Return on Investment

10. Service Management Process Model & ITIL
ITIL provides the guidelines for our service management processes
It does not provide the processes themselves
The processes are not enough
They need detailed work instructions behind them

11. Service Management Process Model (SMPM)
ITSM Applications
Interactive Web-based application, that describes the service management processes in a simple 4-level structure.
Visually connects dots between ITIL theory and daily practice with ITSM
Information is at the most 3 clicks away in SMPM

12. Service Operations Key ITIL Process Definitions for ITSM Implementation – Phase 1
Incident Mgmt
Incidents are unplanned interruptions to an IT service or reduction in the quality of an IT service. The goal of Incident Mgmt is to ensure normal service operation is restored as quickly as possible and business impact is minimized.
Problem Mgmt
Problems are associated with one or more incidents. The goal of Problem Mgmt is to investigate root cause, proactively work to prevent incidents from occurring and minimizing the impact of incidents that cannot be prevented.
(Service) Request Fulfillment
Requests from a user for information, advice, a standard change or access to an IT service.

13. Remedy ITSM Implementation Project Phase 1 - Goals
Implement a shared Remedy ITSM environment to improve triage and knowledge sharing between business units.
Initial focus around Incident Mgmt with considerations for Problem Mgmt and Request Fulfillment where needed to support the initial deployment. Staying out-of-box.
Self-service portal for online incident requests and updates.
Legacy non-TicketEntry related forms will be brought over to the new environment.
Open tickets will be brought into the new system, but closed tickets will not. Historical data can be accessed from Cognos.

14. ITSM Implementation Project Phase 1 – 2012 Timeline
April
Define system configuration and data requirements
May
Configure and test the DEV, UAT, and PROD environments
June
Train staff
Go-live preparations
July
Go-live and support
Fall
Implement Aeroprise mobility
Begin planning subsequent phases

15. Remedy ITSM Implementation Project Future Phases Under Consideration
Service Request Apps (MyServices, NARS, Acct. Requests)
Remedy Service Request Mgmt.
Change Mgmt Functions
Remedy Change Mgmt.
Asset Mgmt. Functions
Remedy Asset Mgmt.
INTEGRATE: Discovery sources (e.g. VM ADM, MS SCCM, etc.) IMPLEMENT: ‘Chat’ as an end-user support channel

16. ITSM Implementation Project Opportunities
Ability for IT and functional partners to better support current and future multi-campus systems and services
Ability to leverage the configuration management database (CMDB) as it is expanded to improve service, support, and maintenance
Improve self-service for support and service requests through a customer-facing portal with built-in service catalog
Ability to establish, manage and measure Service Level Management objectives
Improved enterprise knowledge sharing, reporting and trend analysis

17. ITSM Implementation Project Communications Plan
Topic-based Brown Bags
Scheduled throughout the project to allow staff to learn what the new Remedy looks like, how it functions, etc.
SharePoint Discussion Board
Keep you informed as the project moves toward key milestones
Allow you to ask questions at any time about the project, what it means to you, dispel rumors, explore how something will work in the new system, etc
Link to discussion board on left – “Remedy ITSM Rollout Discussion”

18. ITIL and ITSM Implementation Project
Questions? What is your Take-Away?