CDH Self-Service Portal - Incident Self- Management CDH Empowering the End User User self-service portal Self Service Portal reduces help desk calls by 30% Provision Software View announcements Reset Passwords Search/view knowledge base Create/view service requests CDH Integrated System Center CMDB System Center common schema Object Model Based on Operations Manager IT assets and services are Configuration Items (CIs) CMDB Data Incidents, change requests, and problems are Work Items (WIs) Configuration Management Database (CMDB) features: Config Work Connectors sync data with external Items systems Items Create, update, and view CIs Create relationships among CIs, WIs, IT staff, and Active Directory Domain Services (AD DS) users Automatically track CI change history Relationships Service definition and mapping pp g Integrated | Efficient | Business Aligned CDH Service Manager 2010 The Power is in the Integration Self Service Service Level Compliance and IT Business Asset Management Risk Intelligence Management Incident and Problem Change Workflows Portal Knowledge Authoring Base CMDB Data Warehouse CONNECTORS Automate Capacity and Inventory Active Directory Alert and Deploy Utilization and Usage Management People, Process, or Technology CDH Problem? CDH What our Customer data tells us 21% is 22% are how-to everything else y g related poor / combined improper i (unclassified operations of or other) the environment 33% were due to Installation issues 48% Operational issues Misconfiguration account for 76% of Critical Situations (CritSits) 67% POST installation changes 6% due to KNOWN bugs- already fixed 3% NEW bugs CDH Source of Operational Problems Change OPERATIONS Forget Management Something Overloaded Lack of Weak Problem Procedures Detection Backup Application Operator Errors/Security Failure Error 40% 40% Hardware/OS Other 20% Network Power and Disaster Gartner Security Conference presentation "Operation Zero Downtime," D. CDH Agenda Source of Operational Problems Overview Integrated System Center CMDB Self-Service Portal Incident and Problem Management Change Management Knowledge Management Service Manager Authoring Tool 3rd Party Integration Opalis System Center Roadmap System S stem Center Licensing CDH Expertise Project M P j Management Infrastructure I f P I C A Collaboration Access & Identity Management CDH Quick Facts About U Ab Us Approach A h Partnerships P hi 20th Year Vendor Agnostic Microsoft Gold Grand Rapids & Non-reseller VMware Enterprise Royal Oak Professional Cisco Premier 25 Staff Services Only Novell Platinum Citrix Silver CDH CDH Service Manager 2010 Integrated Platform for Orchestrating People, Process and Technology
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