Smart Service Integration-SolveDirect ServiceGrid
Smart Service Integration-SolveDirect ServiceGrid
Smart Service Integration-SolveDirect ServiceGrid
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7 Punkte zum Erfolg bei der Provider-<strong>Integration</strong>:<br />
Praxisbeispiele<br />
Martin Bittner, CEO <strong>SolveDirect</strong><br />
Dresden, 30.10.2012<br />
www.solvedirect.com
<strong>SolveDirect</strong> - ITSM <strong>Integration</strong><br />
www.solvedirect.com<br />
Führender Experte & Anbieter von ITSM <strong>Integration</strong>s-Lösungen<br />
BMC Marketzone Partner<br />
12 Jahre Erfahrung ~700 Projekte weltweit<br />
Über 200 Kunden auf 5 Kontinenten mit einer Cloud-Lösung<br />
2
Die <strong>Service</strong> Supply Chain<br />
Zusammenspiel zwischen Kunden, Managed <strong>Service</strong> Provider und Herstellern<br />
Etwas funktioniert<br />
nicht – ich rufe den<br />
<strong>Service</strong> Desk an.<br />
End User<br />
Lösung<br />
bereitgestellt<br />
Ich benötige<br />
externen Support<br />
www.solvedirect.com<br />
Techniker<br />
Ersatzteil eigetroffen,<br />
Techniker unterwegs<br />
<strong>Service</strong> Kunde Managed <strong>Service</strong> Provider Hersteller<br />
<strong>Service</strong>desk <strong>Service</strong>desk <strong>Service</strong>desk<br />
Ich habe eine<br />
temporäre Lösung,<br />
aber brauche einen<br />
Ersatzteil<br />
Ersatzteil versendet<br />
Ersatzteil bestellt
Markttrend – Multisourcing<br />
Anzahl an externen<br />
Lieferanten ist 2010<br />
4x höher im<br />
Vergleich zu 2005.<br />
www.solvedirect.com<br />
23%<br />
der <strong>Service</strong> Fälle<br />
erfordern<br />
externe Hilfe<br />
Das heißt:<br />
• Zusätzliche Kosten der<br />
Providersteuerung<br />
• Komplexere Support Prozesse<br />
• Erschwertes Management von<br />
End-to-End SLAs<br />
Diese Vorfälle<br />
nehmen<br />
32% mehr Zeit<br />
in Anspruch<br />
4
Ziel: Ein dynamisches Support Netzwerk<br />
On-Boarding von<br />
neuen Lieferanten<br />
88% schneller<br />
www.solvedirect.com<br />
50%<br />
Kostensenkung bei der<br />
Lösungvon<br />
multisourcing<br />
Incidents<br />
Nutzen für Sie:<br />
Lösungen (MTTR)<br />
25% schneller<br />
• Verbesserte Kundenzufriedenheit<br />
• Reduzierte Kosten und Komplexität<br />
• Aktives <strong>Service</strong> Level Monitoring<br />
5
Industry Recognition<br />
Hype Cycle for Cloud <strong>Service</strong>s Brokerage, 2012<br />
www.solvedirect.com<br />
“<strong>SolveDirect</strong>’s offering is cool as it is one of the few in the marketplace that<br />
addresses the support layer of the cloud eco-system, and it enables…a more<br />
seamless incident and problem management service...<br />
It is also cool by virtue of its growing ecosystem of service providers that are<br />
actively connected to the <strong>Service</strong>Grid network. This gives providers a "connect<br />
once, connect to all" value-proposition… which reduces deployment time and<br />
improves economy of scale as the network grows.”*<br />
“ … <strong>SolveDirect</strong>, which is one of the few in the marketplace that<br />
addresses the support layer of the cloud ecosystem to enable<br />
the CSB role to deliver a more seamless incident and problem<br />
management service to clients…<strong>Service</strong>Grid not only provides<br />
the help desk function but also treats your traditional and cloud<br />
services providers as a business process support network in<br />
a configurable hub-and-spoke model. `…“ *<br />
* Gartner “Cool Vendors in CSB Enablers, 2012” by Tiffani Bova, Daryl Plummer, Benoit Lheureux, Jim Longwood, April 19, 2012.<br />
* Gartner – “On the Rise: Federated Help Desk for CSBs, 2012” by Jim Longwood, July 2012.<br />
6
Vendor Management & Governance<br />
Ziel ist die Echtzeit-Überwachung aller externen Partner<br />
Gartner 1): „Organizations will need to take over the management tools<br />
associated with management of their IT environment with the onset of<br />
multisourced IT environments fueled by cloud-based delivery services.<br />
Business requirements for specific applications and/or "as a service" offerings<br />
will continue to drive multisourcing complexity.“<br />
1) Compare Dashboard Tools for Effective Vendor Management of Outsourcing Deals, Published: 18 October 2012<br />
Analyst(s): David Edward Ackerman, William Maurer<br />
www.solvedirect.com<br />
7
<strong>Integration</strong> innerhalb des Konzerns<br />
Mergers & Acquisitions<br />
www.solvedirect.com<br />
Different<br />
Geographies<br />
BMC Remedy<br />
Different<br />
IT Tools<br />
Different<br />
IT Divisions<br />
8
Mein IT Support<br />
Cloud <strong>Integration</strong> mit externen <strong>Service</strong>-Partnern<br />
www.solvedirect.com<br />
BMC<br />
Remedy<br />
IT<br />
Abteilung<br />
1 st Level<br />
2 nd Level<br />
Partner Portal<br />
POS <strong>Service</strong><br />
UHD<br />
Data Center<br />
UHD<br />
Network Operation<br />
UHD<br />
9
<strong>SolveDirect</strong> Application Architecture<br />
ITSM Applications:<br />
BMC Remedy, CA <strong>Service</strong>Desk,IBM<br />
Maximo, HP OpenView, <strong>Service</strong>Now<br />
www.solvedirect.com<br />
Company<br />
Account<br />
Connections<br />
Password<br />
Policy<br />
Permissions Setups<br />
Workflows Message<br />
Triggers<br />
Workflow<br />
Mapping<br />
Web Functions<br />
Portal<br />
Standard Workflows, adaptable<br />
B2B Functions<br />
Grid Core<br />
Data<br />
Mobile<br />
Workflow<br />
Mapping<br />
Organisations Users Contracts Contract <strong>Service</strong> Items Locations Manu- Device Types<br />
Elements<br />
facturers<br />
Tracking<br />
<strong>Service</strong> Cases<br />
Reporting<br />
Data<br />
Administration<br />
Connections<br />
Devices<br />
ITSM Applications:<br />
BMC Remedy, CA <strong>Service</strong>Desk,IBM<br />
Maximo, HP OpenView, <strong>Service</strong>Now<br />
10
7 Erfolgskriterien für Projekte<br />
Gesamtkonzept für das Vendor-Management<br />
• Kleine Partner<br />
• Standard – Self-Provisioning<br />
• High-Touch<br />
Business Nutzen identifizieren und Sponsorship / Steering auf beiden Seiten<br />
• Ressourcen sicherstellen<br />
• Projekt-Dashboards / Management Reporting<br />
Nutzung von Bestehendem<br />
• ‚Tools-Adapter‘<br />
• Provider-Verbindungen<br />
• Workflows<br />
Governance – SLA-Portal<br />
Kundenbeispiele<br />
www.solvedirect.com<br />
11
Grundlage eines Vendor-Management Konzepts:<br />
Standardintegration für Partner<br />
Für kleine Partner:<br />
Web-Portal oder<br />
Mobiler Zugriff<br />
www.solvedirect.com<br />
Standard <strong>Integration</strong>: Self Onboarding<br />
88% geringere Projektkosten<br />
12
Empfehlung: hohe Standardisierung<br />
SOAP Webservices<br />
mit push and pull<br />
transactions vom<br />
<strong>SolveDirect</strong><br />
Webservice<br />
www.solvedirect.com<br />
Verwendung der<br />
standardisierten<br />
GridCore<br />
Transaktionen<br />
<strong>SolveDirect</strong> <strong>Service</strong> Grid<br />
Grid Transaction Description (use case)<br />
OPEN opens a ticket at the partner side (partner is responsible)<br />
OPEN_INFO opens a ticket at the partner side for information<br />
ACKNOWLEDGE acknowledges an OPEN request you have got before<br />
<br />
REJECT rejects an OPEN, or ASSGIN_PARTNER request (all negative) you have got before<br />
UPDATE <br />
updates a ticket without changing the status<br />
PROCESS TT4711 updates a ticket with the declaration that you are working on the case<br />
HOLD <br />
updates a ticket with the declaration that you hold the SLA<br />
SOLVE <br />
updates a ticket with the declaration that you have finished your task<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
ASSIGN_PARTNER SL1 transfers the ticket to the partner if you have the responsibility<br />
CLOSE <br />
closes a ticket final<br />
<br />
CANCEL aborts a ticket. Ticket will be closed<br />
Hardware<br />
ERROR sets the ticket to error state because of an illegal transaction<br />
<br />
Grid Transaction Description (use case)<br />
<br />
OPEN opens a ticket at your side (partner is responsible)<br />
Open<br />
OPEN_INFO opens a ticket at your side for information<br />
<br />
ACKNOWLEDGE acknowledges an OPEN request you have sent before<br />
<br />
REJECT rejects an OPEN, or ASSGIN_PARTNER request (all negative) you have sent before<br />
Screen jitters<br />
UPDATE <br />
updates a ticket without changing the status<br />
PROCESS updates a ticket with the declaration that your partner is working on the case<br />
HOLD updates a ticket with the declaration that your partner holded the SLA<br />
SOLVE updates a ticket with the declaration that your partner has finished his task<br />
ASSIGN_PARTNER transfers the ticket to you if the partner has the responsibility<br />
CLOSE closes a ticket final<br />
CANCEL aborts a ticket. Ticket will be closed<br />
ERROR sets the ticket to error state because of an illegal transaction<br />
Verwendung des<br />
Standard<br />
<strong>SolveDirect</strong> XML<br />
Namespace<br />
SOAP Webservices<br />
mit push and pull<br />
transactions vom<br />
<strong>SolveDirect</strong><br />
Webservice<br />
13
Bei individuellen Anforderungen:<br />
Entkopplung vermindert die Komplexität<br />
3. Auswahl des<br />
gewünschten<br />
Transport<br />
Protokolls<br />
www.solvedirect.com<br />
1. Auflistung der<br />
Transaktionen und<br />
Status Codes<br />
<strong>SolveDirect</strong> <strong>Service</strong> Grid<br />
Your specific Statuscode Direction Grid Transaction Your partners Statuscode<br />
OPEN<br />
OPEN_INFO<br />
ACKNOWLEDGE<br />
REJECT<br />
UPDATE<br />
PROCESS<br />
HOLD<br />
SOLVE<br />
ASSIGN_PARTNER<br />
CLOSE<br />
CANCEL<br />
ERROR<br />
OPEN<br />
OPEN_INFO<br />
ACKNOWLEDGE<br />
REJECT<br />
UPDATE<br />
PROCESS<br />
HOLD<br />
SOLVE<br />
ASSIGN_PARTNER<br />
CLOSE<br />
CANCEL<br />
ERROR<br />
2. Auflistung der<br />
Transaktionen und<br />
Status Codes<br />
4. Auswahl des<br />
gewünschten<br />
Transport<br />
Protokolls<br />
14
Klarheit über die benötigten Projektressourcen ?<br />
Project Manager<br />
Test Manager<br />
Process Manager<br />
Network Oper.<br />
ITSM Tool Expert<br />
www.solvedirect.com<br />
Stage 1<br />
• Requirments<br />
Analsyis<br />
• Specification<br />
Stage 2<br />
• Implementation<br />
& Unit-Testing<br />
Stage 3<br />
• Testing<br />
(<strong>Integration</strong>-<br />
Testing, UAT-<br />
Testing)<br />
Stage 4<br />
• Go Live<br />
• Transition<br />
2-4 weeks 2-4 weeks 1-2 weeks 1-2 weeks<br />
Fulltime<br />
Parttime<br />
15
SD.connect XXX/YYY ‘Projectnumber’ 2012-10-30<br />
Project number:<br />
PM:<br />
SD PMC:<br />
180.16<br />
Current Status and Results<br />
All testing finished<br />
Go Live Phase<br />
Max Mustermann<br />
Peter Mauser<br />
• Go Live prepared<br />
Identified Problems and Risks<br />
Go Live cancelled two times already<br />
Schedule not clear to all project team<br />
members<br />
Milestone Planned date Actual date<br />
Project started 2012-01-25 2012-01-25<br />
Analysis finished 2012-02-07 2012-02-07<br />
Specification finished 2012-03-06 2012-04-19<br />
Implementation finished 2012-03-21 2012-08-16<br />
Tests finished 2012-04-17 2012-08-16<br />
Go Live finished 2012-05-04<br />
Final acceptance 2012-05-04<br />
Project finished 2012-05-04<br />
www.solvedirect.com<br />
Management Review<br />
Actions<br />
Scope of the project<br />
Time<br />
Resources<br />
Scope<br />
Open Date Task Owner Due date<br />
Establish a B2B connection between xxxxx, yyyyy and business partners<br />
using <strong>SolveDirect</strong> in order to share information on service orders (on-site<br />
and carry-in).<br />
The business partners will also have mobile access to the solution and might<br />
be notified via SMS.<br />
xxx<br />
Reporting (BP management, SLA verification) will be available to yyy.<br />
Project Go Live date: 2012-10-15<br />
Architecture:<br />
yyy<br />
16
Nutzung von bestehenden Adaptern<br />
Vorgefertigte Accelerators Connections / to Adapter SM Applications and Systems<br />
Applix<br />
Axway B2Bi Gateway<br />
AOTS Remedy<br />
BMC Remedy IT<br />
<strong>Service</strong> Management<br />
Suite<br />
BMC Remedy <strong>Service</strong><br />
Management Desk<br />
BMC <strong>Service</strong> Desk<br />
Express<br />
CA <strong>Service</strong> Desk<br />
Universal Transport<br />
Methods<br />
HTTPS SOAP<br />
HTTPS Post<br />
Rosettanet<br />
SMTP<br />
FTP/SFTP<br />
T1.278<br />
JMS<br />
JDBC<br />
SMS<br />
AS2/EDI<br />
www.solvedirect.com<br />
CA <strong>Service</strong><br />
Management Suite<br />
Clarify<br />
E2open<br />
Fujitsu Poms2/Perle<br />
helpLine<br />
HP Openview<br />
HP Peregrine<br />
HP <strong>Service</strong> Center<br />
HP <strong>Service</strong> Manager<br />
BMC Event & Impact<br />
Manager<br />
HP<br />
Event Monitoring<br />
Systems<br />
CA Spectrum<br />
IBM Tivoli Netcool<br />
OMNibus<br />
Infovista<br />
Nagios<br />
IBM Maximo<br />
IBM RCMS<br />
iWave<br />
Lotus Notes<br />
MS Access<br />
MS Biztalk<br />
MS Exchange<br />
MS Navision<br />
Netweaver<br />
Oracle CRM<br />
Logistics Applications<br />
SAP Modules<br />
MM & SD<br />
MS Apertum<br />
3rd Party Logistics<br />
Applications*<br />
Application Ports<br />
CA CMDB<br />
HP Universal CMDB<br />
SAP MM & SD<br />
Salesforce<br />
* Applications can run on leading database systems including: IBM DB2, Microsoft SQL Server, Oracle and others<br />
Pivotal CRM<br />
Salesforce<br />
SAP CRM<br />
SAP Solution Manager<br />
SAP XI<br />
<strong>Service</strong>Now<br />
Siebel CRM<br />
Tibco<br />
Webmethods<br />
3rd Party Customer<br />
Applications*<br />
Master Data Systems<br />
BMC Atrium CMDB<br />
CA CMDB<br />
HP Asset Center/ Asset<br />
Manager<br />
SAP CMDB<br />
Update Marketing<br />
Manager<br />
Data Formats<br />
XML<br />
CSV<br />
XLS<br />
17
Nutzung von besteheden Verbindungen<br />
APAC<br />
www.solvedirect.com<br />
EMEA<br />
RedUNO<br />
North AM<br />
18
Frühzeitige Definition der SLA Reports<br />
End User<br />
<strong>Service</strong> Customer Managed <strong>Service</strong> Provider Vendor<br />
www.solvedirect.com<br />
Technician<br />
<strong>Service</strong>desk <strong>Service</strong>desk <strong>Service</strong>desk<br />
Mandantenfähiges SLA Portal mit automatischer<br />
Warnfunktion und ‚vorausblickenden‘ SLA‘s ermöglicht den<br />
gemeinsamen Blick Kunde-Lieferant und helfen Eskalationen<br />
zu vermeiden.
Erfolgreich gelöste Multi-Instance Herausforderung<br />
17 Regierungsbehörden<br />
in ganz Deutschland<br />
verschiedene Remedy /<br />
3rd-Party-Lösungen<br />
www.solvedirect.com<br />
Fragmentierter Support<br />
zusätzlichen Kosten<br />
wegen manuellen<br />
Ticket Updates<br />
Private Cloud<br />
<strong>Service</strong>Grid integriert<br />
alle Systeme und<br />
Prozesse<br />
78% schnellerer Einsatz<br />
vs Punkt-zu-Punkt-<br />
<strong>Integration</strong> Ansatz<br />
20
INC<br />
PRB<br />
CHG<br />
Remedy<br />
www.solvedirect.com<br />
Multisourcing of IT <strong>Service</strong>s<br />
•MASTER Workflow<br />
•Content mapping<br />
•Protocol conversion<br />
•Metrics<br />
11<br />
9<br />
12<br />
8<br />
3<br />
7<br />
1<br />
5<br />
Future Partner<br />
Connections<br />
2<br />
4<br />
3<br />
21
Mehr Informationen am 14.11./Frankfurt<br />
Exerpt. Full Program and Registration at: solvedirect.com/en/ideaxchange_2012<br />
www.solvedirect.com<br />
22
Zusammenfassung<br />
Gesamtkonzept ‚Vendor-Management‘<br />
Business Nutzen identifizieren und Sponsorship /<br />
Steering<br />
Nutzung von Bestehendem<br />
Governance – SLA-Portal<br />
www.solvedirect.com<br />
23
Kontakt<br />
<strong>SolveDirect</strong><br />
www.solvedirect.com<br />
info@solvedirect.com<br />
+ 43 1 585 3555 - 0<br />
<strong>Service</strong> <strong>Integration</strong> BLOG<br />
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