2. Enable self-service – users make requests on demand Standardize and deliver Templates, workflows, processes and a common CDMB enable automation The Service Catalog surfaces standardized service offerings IT and Business Units reap the rewards Increased efficiency - enable IT resources to focus on work that adds business value Services easy to find, request and provision Improve service reliability across multiple tools, systems, and department silos Reduced errors in service requests and provisioning

5. Request offerings Service offering Templates The service catalog Step 1: Create Service Offering Step 4: Create Request Offering Step 2: Create service request template Step 5: Publish Request Offering Step 3: Publish Service Offering Step 6: Add Request Offerings to Service Offerings

6. Step 3: Show Detailed Information Page Step 1: Task - Create Service Offering Step 2: Show General Page

7. Step 1: SM Console Step 4: Manual Activity Form Step 2: Task - Create Template Step 3: Service Request Template Form

8. Step 3: Show User prompts Page Step 1: Task - Create Request Offering Step 2: Show General Page Step 4: Show Configure prompts Page Step 5: Show Configure prompts Page Step 6: Show Publish Page

9. When all the components come together: a service offering with one or more request offerings based on templates, the service catalog is ready. IT then provisions it in the self-service portal Step 1: Create Service Offering Step 4: Create Request Offering Step 2: Create service request template Step 5: Publish Request Offering Step 3: Publish Service Offering Step 6: Add Request Offerings to Service Offerings A deployed service that empowers users to make requests in a controlled environment, based on their role, through a simple easy-to-use portal

13. On-board Tenant(s) Subscribe to cloud resources Provision VMs against subscriptions

17. Release management Change management Self-service Reporting and insights Problem management The service management workflow, managed by the CMDB in Service Manager that controls a process schema that also compliments ITIL methodologies CMDB Service Manager

18. CMDB Service Manager Operations Manager SS Portal App Controller SM Portal Orchestrator

19. Benefits and value Business policy Standardizing how IT processes can be applied and built on a robust CMDB which drives integration, automation and self- service

21. A tool update changed a critical process The data center and environment are fraught with change The addition, modification or removal of anything that could have an effect on IT services A new compliance requirement impacts my business Results of change management Enhanced business perception of IT through improved quality of service Minimize errors and reduce risk Increased visibility and communication of changes to both business and service support staff Reduced disruption time for users

26. 26 IT defines unique thresholds for the business Measure processes Boundaries need to be defined for service level metrics, and response time and resolution time for a particular service level agreement tied to a calendar Need for visibility into pre-defined service delivery processes in order to take proactive action on issues Timely resolution Improved user and customer satisfaction with IT Reduce downtime Services align better with business priorities and objectives, so that the business achieves more in terms of strategic objectives Issues are prioritized within a common system

31. -

32. 32 How to best escalate… what, who, and where unplanned interruption to an IT service, or a reduction in the quality of a service Boundaries need to be defined for service level metrics, and response time and resolution time for a particular service level agreement tied to a calendar Incidents are often detected by event management, or by users contacting the service desk Timely detection and resolution Identify quality issues and improve experiences and service Reduce downtime Restore normal service as quickly as possible, and to minimize the adverse impact on business operations Improved user and customer satisfaction with IT

35. Resolving and closing Personalize incident views Create in work items (incident management) or personalize the view Communicate with users within an incident Email or via IM Change existing incident Define urgency | Apply an incident from OM | Assign KB articles to an incident Creating new incident Configuration item view or email view CMDB Service Manager