"Service Lifecycle Management strategies for CIOs"
Ralf Hart, Sales Manager CEE Europe
FrontRange Solutions
10th December 2008
Agenda
FrontRange Solutions
The challenges the IT community faces
What is the solution?
Holistic approach
Q&A
Corporate Facts
Global presence with headquarters in Pleasanton, California
– WW operations including Australia, Canada, China, France,
Germany, Switzerland, India, Italy, Latin America, Russia, South
Africa, Spain, and UK
19 Years experience: Help Desk, Service Management, Client Lifecycle
Management, Infrastructure Management, Voice, and CRM
15,000 Help Desk, Service Management and Infrastructure Management
customers
130,000 CRM customers
700 employees
Market Leading financial performance
– 23 consecutive quarters of revenue and earnings growth
– Unique balance between domestic and international businesses
– Aggressive R&D investment
Strong leadership team
200+
Engineers
17%
Revenue invested in R&D
19
Years experience
ITSM, CLM, Voice, CRM
700
Employees
130,000
Customers
CRM
14,000
Customers
Help Desk, Service Management, Infrastructure
Consecutive quarters 23
Earning and revenue growth
A Unique Global Presence
HQ: Pleasanton, CA
A Unique Global Presence
76 %
of FTSE 100
Leading
brands
80
vertical markets
50 %
of Fortune 100
44 %
of Fortune 500
Partners/ Distributors in
40+ countries
400
Partners
Typical CIO Organization:
Tier 1
Total
Solution
Vision
Tier 2
1-2
Solution
Families
Tier 3
Point Solutions
CIO
Infrastructure Engineering &
Ops
Application Development &
Support
Service Support Security
Business-IT Management / Finance & Ops
Asset / IT Financial Management
Identity / User Administration /
Access
Service Desk / Incident Process
Management
Problem Process Management
Change &
Release Process Management
Asset / Inventory Management Desktop
Engineering
Distributed Server Operations
Distributed Server Engineering
Mainframe Operations
Database Admin
and Operations Scheduling
Capacity Management
Event Mgmt / NOC Engineering
Application Dev / Build / Project
Mgmnt.
Application Support
Mainframe Engineering Network Operations &
Engineering
Storage Operations &
Engineering
Configuration Process Management Application
QA/Test
Vulnerability / Threat / IT Security Ops
Business- IT Liaison
IT Risk and Compliance
IT Architecture
Architecture &
Standards / Tech Planning
Application Infrastructure &
Middleware
Buying Center (Tier 1 / 2)
Buyer Role
Influencer Role
Application Operations
Event Mgmt / NOC Operations
Whatever might come…only the support for
business counts
…
… …
….CIO is the business driver .CIO is the business driver .CIO is the business driver .CIO is the business driver
Customer challenge
Business drivers
Regulatory/ Compliance Pressures
– Every change enforced through IT needs to be ITIL compliant
– Security-, License and Configuration compliance needs to be transparent
– Changes need to be fast, but still highly secure, reliable and auditable.
High complexity in IT
– A wide range of different vendor products to manage
– Lack of interoperability between these IT systems
– Disjointed MI and Reporting
Increasing costs
– Multiple point products lead to increased costs
– Constant pressure to “do more with less”
Acquisition & Consolidation
– How to manage a broad range of applications & estates.
So what does Gartner have to say?
Reference: Gartner Inc., Date: 27 August 2008/ID Number:
G00158648 :
Signs Indicate a Train Wreck Is Coming, Unless You Modernize IT
Fund a modernization program. Most IT portfolios have grown up
haphazardly throughout the years, mixing technologies, vendors and
architectures that require increasing resources to manage. A
modernization program works with the application strategy to drive
the IT organization to achieve a desired state. Note that it is not just
buying new computers. Modernization is about creating a more-
flexible and dynamic IT environment.
Put IT strategic planning at the heart of the CIO management
agenda .
IT management teams spend an inordinate amount of time in the
annual budget cycle, but almost zero time on IT strategic
planning.
Fit with the IT Process
Maturity Model
Chaotic
Reactive
Proactive
Service
Value
LEVEL 0
LEVEL 1
LEVEL 2
LEVEL 3
LEVEL 4
Tool Leverage
Operational Process Engineering
Service Delivery Process Engineering
Service and Account Management
Manage IT as a Business
Ad hoc
Undocumented
Unpredictable
Multiple help desks
Minimal IT operations
User call notification
Fight fires
Inventory
Desktop software distribution
Initiate problem management process
Alert and event management
Measure component availability (up/down)
Analyze trends
Set thresholds
Predict problems
Measure application availability
Automate
Mature problem, configuration, change, asset and performance mgmt.
processes
IT as a service provider
Define services, classes, pricing
Understand costs
Guarantee SLAs
Measure and report service availability
Integrate processes
Capacity management
IT as a strategic business partner
IT and business metric linkage
IT/business collaboration improves business process
Real-time infrastructure
Business planning
3%
40%
44%
12%
1%
Business
Systems
End Users
• Service Level MgmtService Level MgmtService Level MgmtService Level Mgmt
• Release MgmtRelease MgmtRelease MgmtRelease Mgmt
• Availability MgmtAvailability MgmtAvailability MgmtAvailability Mgmt
• Knowledge MgmtKnowledge MgmtKnowledge MgmtKnowledge Mgmt
From Help Desk
IT Service Management
…. to Service Desk
…. to Service Management
The evolution of the consolidated
service desk
• Incident MgmtIncident MgmtIncident MgmtIncident Mgmt
• Problem MgmtProblem MgmtProblem MgmtProblem Mgmt
• Change MgmtChange MgmtChange MgmtChange Mgmt
• Configuration MgmtConfiguration MgmtConfiguration MgmtConfiguration Mgmt
Business
Systems
End Users
• Asset DiscoveryAsset DiscoveryAsset DiscoveryAsset Discovery
• PolicyPolicyPolicyPolicy----based Mgmtbased Mgmtbased Mgmtbased Mgmt
• Remote Desktop SupportRemote Desktop SupportRemote Desktop SupportRemote Desktop Support
• OS Deployment OS Deployment OS Deployment OS Deployment
Infrastructure Management
• Software Configuration ManagementSoftware Configuration ManagementSoftware Configuration ManagementSoftware Configuration Management
• Patch MgmtPatch MgmtPatch MgmtPatch Mgmt
• Endpoint Security MgmtEndpoint Security MgmtEndpoint Security MgmtEndpoint Security Mgmt
• Network MonitoringNetwork MonitoringNetwork MonitoringNetwork Monitoring
IT matures and consolidates:
• infrastructure visibility
• software optimization
• change automation
• client lifecycle mgmt
• security IT Service Management
• Service Level MgmtService Level MgmtService Level MgmtService Level Mgmt
• Release MgmtRelease MgmtRelease MgmtRelease Mgmt
• Availability MgmtAvailability MgmtAvailability MgmtAvailability Mgmt
• Knowledge MgmtKnowledge MgmtKnowledge MgmtKnowledge Mgmt
• Incident MgmtIncident MgmtIncident MgmtIncident Mgmt
• Problem MgmtProblem MgmtProblem MgmtProblem Mgmt
• Change MgmtChange MgmtChange MgmtChange Mgmt
• Configuration MgmtConfiguration MgmtConfiguration MgmtConfiguration Mgmt
Business
Systems
End Users
….Service Management and
Infrastructure Management
converge
Holistic
Service Lifecycle
Management
Infrastructure Management
IT Service Management
Business
Systems
End Users
IT and business align:
• Phone / VmailPhone / VmailPhone / VmailPhone / Vmail
• EmailEmailEmailEmail
• Web Portal / Self ServiceWeb Portal / Self ServiceWeb Portal / Self ServiceWeb Portal / Self Service
• Voice CommunicationsVoice CommunicationsVoice CommunicationsVoice Communications
User Communications
• multi-channel access
• self service
• service catalog
• end user experience
Infrastructure Management
IT Service Management
Business
Systems
End Users
…..IT transitions into a business
service partner
Consolidated IT
Management
Infrastructure Management
User Communications
IT Service Management
Consolidated IT Management
• Actual state discovery
• Software asset management &
license compliance
• Endpoint security management
CMDB
Automated Configuration
Actual State
Desired State
• Configuration Automation
• Policy based Management
• Software Configuration &
Deployment
Manage Services and Requests
Orchestration
Discovery
Execution
IT Service Management
Discovery and Asset
Management
Client Lifecycle Management
• Business-aligned Service Management
• ITIL-compatible modules
• Multi-channel user communication center
The complete Loop: Service Management and
Automated Lifecycle
Holistic Service
Holistic Service
Lifecycle Management
Lifecycle Management
Strategy & Authorization
Strategy & Authorization
••StrategyStrategy
••Change ManagementChange Management
••RFCRFC
Plan & Test
Plan & Test
(Operations)
(Operations)
•
Policy-based Management• License Compliance
• Auto Discovery
• Release Management
• Configuration Management
• Definitive Software Library
• Backup & Restoration
Deploy & Confirm
Deploy & Confirm
(Transition)
(Transition)
•
OS Deployment• Application Deployment
• Inventory & Patch Management
•
Monitor & Respond
Monitor & Respond
(Improvements)
(Improvements)
• Proactive Monitoring
• availability Management
• Service Level Management
• Incident & Problem Management
• Knowledge Management
• Remote Desktop Support
