Transforming From Service Desk to Service Management

GoldMine Datasheet Title Subtitle: Reinvent your Sales, Marketing and Support Proceses Transforming From Service Desk to Service Management 1 SUCCESS KIT Table of Contents Chapter I: Four Platform Fundamentals Revealed 2 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Standards-based Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 IT Best Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Governance and Compliance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Native CMDB with PC Lifecycle Interoperability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Chapter II: Asset Management Essentials 5 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Configuration Management Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Patch Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Software Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Inventory Discovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 PC Lifecycle Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Chapter III: The Compliance Conundrum 7 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Business Before Technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 The Process Imperative . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Technology: How Suite It Is . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Reporting & Auditing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Change Management & Process Automation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Controlling Change, Preventing Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Evolving Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Compliance Maturity Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Chapter IV: Learning New Lessons, ITIL V3 10 ITIL Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 ITIL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 ITIL Goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Demystifying ITIL V3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Service Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Service Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Service Transition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Service Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Service improvement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 About FrontRange Solutions 14 2 Transforming From Service Desk to Service Management SUCCESS KIT Chapter I: Four Platform Fundamentals Revealed Introduction In response to business pressures to increase service quality while reducing costs, many IT organizations are searching for tools to help them move from service desk to service management . This executive briefing series is designed to help you understand the critical building blocks required for an effective IT Service Management (ITSM) application, to ease your transformation to service management . At the most fundamental level, the transformation requires an ITSM platform that extends beyond core service desk capa- bilities for incident and problem management, to provide: • An extensive, standards-based architecture that supports data, workflow, and policy integration across multiple busi- ness processes . • Support for the use and implementation of IT best practices such as Information Technology Infrastructure Library (ITIL), ISO 20000, and Sarbanes-Oxley (SOX) . • Adherence to corporate governance standards, including the development, documentation, monitoring, and auditing of compliance related control processes . • A centralized Configuration Management Database (CMDB) with native PC lifecycle management interoperability. Chapter I explores these platform requirements in detail . Standards-based Architecture Because service management requires business process alignment across the entire company, the cornerstone of an effec- tive ITSM application is an extensible service-oriented architecture (SOA) that enables the production, construction, and orchestration of business services in a heterogeneous environment through industry standard interfaces to ensure compat- ibility and integration with existing systems . The application should provide a modular set of standards-based services, which make integration cheaper and easier than proprietary architectures . Key characteristics include standard communication protocols such as HTTP, FTP, Web services, and email, as well as standard messaging systems and synchronous and asynchronous communications . Additionally, the platform should include a standards-based workflow engine, support for multiple databases, and leverage open protocols such as XML and XSTL for importing and exporting data . With service management, process approval and audit requirements become more stringent; therefore robust reporting is an architectural must . Applications that support real-time dashboards are a plus because they translate data into informa- tion that business executives can readily comprehend .