itsm practice - vyom labs
TRANSCRIPT
ITSM Practice
BMC Helix Migration Services
www.vyomlabs.com
We Believe
Our well-designed Helix Services will offer strong economic advantages for all Type,
size and scale of organizations
www.vyomlabs.com
BMC Helix Migration Services
www.vyomlabs.com 4
Pain Points with On Prem
Cost to support and
administer
Legacy support spend
High infrastructure costs
Painful upgrades
Out of date version
Poor Service quality
Lack of transparency into IT
performance
Difficult to support
Manual processes are slow
and labor-intensive
Lack of agility to support
speed of business
www.vyomlabs.com 5
Why Migrate to SaaS?
SCALABILITY
• Scale on demand• No need to
manage infrastructure and licenses
REDUCED
COSTS
• No upgrades• No infrastructure
upkeep or maintenance
• Reduced overhead and resources
FASTER TIMETO INNOVATION
• Agility to deliver innovation & value to the business
• Access to the latest innovation
SECURITY &COMPLIANCE
• SaaS vendors manage the security and compliance required for SW/HW
ACCESS &
FLEXIBILITY
• Ability to provide employees to work anywhere
• Better accessibility and ability to drive adoption
www.vyomlabs.com 6
Benefits of SaaS: Infrastructure Requirement
Architecture
Presentation
Servers
Infrastructure Management Servers
Integration ServersDatabases
Managed Infrastructure and Applications
Infrastructure Required Customer Responsibilities
Managed Infrastructure and Applications
• Up to 80 VMs to manage 10,000 systems• Large expensive oracle databases
• Supporting network and storage• Collection agents deployed on prem
• System design & architecture• Server provisioning
• OS management• Software installation
• Monitoring• Troubleshooting
• System configuration• Software upgrade
• Application Configuration• Value add use cases
• Connection to the Internet
• Collection agents deployed on-prem
• Application configuration• End-point management
• Value add use cases
Bef
ore
BM
C H
elix
Aft
erB
MC
He
lix
www.vyomlabs.com 7
Benefits of SaaS: Delivering Better TCO
Remedy On Premise
BMC Helix ITSM
CO
ST
SOLUTION
Hosting
Software license
Implement & Upgrades
Software subscription
Process Management
Implement & Upgrades
Process Management
Operations Support
Reporting
Operations Support
Reporting
33% – 41%TCO SAVINGS 1
1 Benefits measured at BMC customers
Year 1
CO
ST
TIMEYear 2 Year 3 Year 4 Year 5 Year 6
On-premise
SaaS
InitialImplementation
InitialImplementation
Upgrade Hardware Refresh
Upgrade Hardware Refresh
Maintenance
Automate ProcessesAt Your Own Pace
www.vyomlabs.com
Why Vyom Labs?
• Competitive pricing with lower TCO in mind
• Choice to “lift & shift” or go with a clean slate
• % ROI in <6 months
• End to end support services under one roof
• Free Assessment / Health Check before migration
• Significantly reduced risk in terms of business continuity due to familiarity of the tool
• BMC APAC Partner of Choice (2016,2018, 2020)
• Vyom Labs offers Migration on your choice of Solutions
• Hybrid deployment as well as Fully SaaS migration
• No need to maintain BMC skillsets in-house
• AutomationEdge Bots
• Ticket analysis tool to identify automation candidates
• Ready Catalog for IT Automation cases – SAP Administration, Password Resets, AD account Management etc.
Best ROI for the Enterprise
Reduced Risk Choice of Migration Add on Automation solutions
www.vyomlabs.com 9
How we do it? (Remedy On Prem to Helix ITSM)
Phase 1
HEALTH CHECK
Phase 2
MIGRATION
We implement your solution so that you can innovate
Evaluates theMove to BMC Helix
proactive icon
Assesses CurrentEnvironment Quickly
proactive icon
Reduces Migration Risk
Migrates Foundationaland Transactional
Data
proactive icon
Transfer All Types of Customizations and Integrations
proactive icon
TransformationalAdd-on’s Available (Chatbot, MCSM,
BWF etc.)
proactive icon
www.vyomlabs.com 10
How we do it? (Remedy Upgrade + Helix Add Ons)
Phase 1
HEALTH CHECKPhase 2
Upgrade On Prem
We implement your solution so that you can innovate
Evaluates theMove to Latest Version
proactive icon
Assesses CurrentEnvironment Quickly
proactive icon
Reduces Upgrade Risk
Migrates Foundationaland Transactional
Data
proactive icon
Transfer All Types of Customizations and
Integrations
proactive icon
TransformationalAdd-on’s
(Chatbot, MCSM, BWF etc.)
proactive icon
Phase 3
Helix Add Ons
proactive icon
Conduct UAT, Knowledge Transfer, Production Live
www.vyomlabs.com
Features from Vyom Labs on BMC Helix Chatbot
Small Talk Enablement
Yes/No control
Permission from end user before submitting end user’s request
Actual conversation to start the dialog (and not the
typical/monotonous greeting)
Consent from user before routing case to Live agent
Helix Innovation Suite /AE Process call from chatbot
Enrich the training data from historical service catalog and Live
agent chat
Reskill bot for FAQ data
Switch Chatbot, User can travel from one bot to another
BMC Helix Chatbot
Feature Name BMC (OOTB) Vyom Labs
Start Over functionality X
Small Talk X
AI Training +Live Feedback
Training
X
Incident Creation
Service Request Creation
Helix Innovation /
AE Process call
X
Live agent Transfer
Knowledge article search
www.vyomlabs.com
BMC Helix Business Workflows
ComplexityEstimated Work Effort - Per
Service Request & CaseDescription
Low ComplexityService Request &
Case1 Days
•Simple Service Request; simple questionnaire (<10 questions)•Simple fulfilment and easy to build, i .e. case template with <10 tasks; all manual tasks; reuse of existing support groups and permissions•Simple assignment and simple SLA definitions (max 2 service targets, no milestones); no approvals
Medium ComplexityService Request &
Case3 Days
•Service Request, questionnaire 1+ pages; <20 questions•More complex fulfilment process but no customization or 3 rd party integration required•Case template with <15 tasks; max 2 automated tasks; max 2 new support groups; and 1 new categorization (tier 1 3)•Simple Approvals (no processes/chains required), Assignments and/or SLA definitions (max. 3 servicetargets incl. milestones)
High ComplexityService Request &
Case6 Days
•Complex Service Request, questionnaire 1+ pages; 20+ questions incl. conditions (max. 2)•Complex fulfilment process, customization required and possibly integration to 3 rd party applications (if custom connectors are required additional one time effort needs to be considered for REST APIs a few days)•Case template with >= 15 tasks; max 5 new support groups; and 1 new categorization (tier 1 3)•Dynamic Case fields (max 5) on case template; rules and processes for field logic•Complex Approvals (incl. chaining and processes max 2), Assignments and SLA definitions (max. 5 service targets incl. milestones and custom notifications)•Custom case statuses & transitions (max 3 new statuses)•Flowset with processes to tailor functionality (max. 2 processes, e.g. assignment, status transition validations) or 2 automated tasks (max 2 processes)•No custom views (UI)
Estimated Duration
Medium Complexity 6 Cases = 18 daysHigh Complexity 3 Cases = 18 daysLow Complexity 8 Cases = 8 days
Assumption - All foundation data bedsides what’s mentioned above already configured
www.vyomlabs.com
“POD” – Managed Services for ITSM
to provide
Integrated Service Experience
www.vyomlabs.com
Business Challenges – BMC Operations
• Cannot keep up with frequent BMC products upgrades
• Longer cycles for BMC product implementations and upgrades
• Not enough qualified resources (operations support, development) to manage BMC infrastructure
• Resources are bogged down doing daily mundane, repetitive tasks
• Difficulty in managing sudden increase in business loads/demands
• High cost of maintaining BMC environment
www.vyomlabs.com
Services Benefit
Single source of accountability for
complete ITSM needs
Fixed Price - Overall Operational Cost
Reduction
Close partnership with BMC Software (product
support/R&D/Professional Services) helps in quicker problem resolution, insight into product roadmaps etc.
Free ticket analysis and quarterly health-checks
Resources availability from L1 to L4 level
(Maintain, Innovate)
Capable to work on all BMC Solutions
No need to maintain BMC skillsets in-house
Over 10+ years of experience in running
support services operations
www.vyomlabs.com
POD Services – Managed Services of ITSM (Remote Delivery)
Activities/Tasks Product (L1) Product + Operational (L1+L2) Product + Operational + Development (L1+L2+L3)
Categorize, prioritize and track the incidents
Provide updates as per the SLAs defined
Escalate to VL/BMC L2 and L3 support team if required
End to end ownership of ticket resolution
Foundation Data Administration such as creation of users or groups
X
Process Data Administration such as incident templates X
Advanced Data Administration such as Service Request Definitions
X
Adjustment to Application Configuration Data X
Troubleshooting the customization, configuration and integration issues
X
Day-to-day administration X
Upto 60 days of Customization –Form / Workflow Code change through BMC Developer Studio
X
Build / Migrate Custom Smart Reports X
Integration with 3rd Party tools X X
Operations Support Automation* X X
ITSM Upgrade X X
Contract Duration Partner Continuous Support Minimum 2 Years Minimum 2 YearsService Rules -• Delivery Model – Remote. Support Hours 8x5 / 8x6 days a week (On call 24x7 for S1 issues)• PM will be aligned to the Upgrade activity
www.vyomlabs.com
About Vyom Labs
www.vyomlabs.com
Vyom Labs Overview
18
Founded In 2003
Team Size:1000+
OfficesUSA, UAE, India, Germany,
Singapore
Certification ISO 20000, ISO 27001
Business Digital Enterprise Management,
Business Workflows, IT Automation, IT Infra
Management, IT Data Analytics, ITIL Consulting
Vyom Labs Overview
Uday BirajdarCo-Founder & Chief Executive
Officer
Prasad PatwaCo-Founder & Chief Operating
Officer
Yogesh KetkarExecutive VP – Technology
Shiva JuturiVice President - Americas
Prashant DeshpandeExecutive Vice President
www.vyomlabs.com
EstablishedYear: 2003
(14 years in Business)
Offices:
India (Pune, Mumbai, Bangalore)
ASEAN (Singapore)
UAE (Dubai)
US (Houston)
Europe (Sweden)
Employee Strength: 700+
Global Availability
19
FranceUK
SpainGermany Bahrain
UAESaudi Arabia
Qatar
CameroonNigeriaSouth Africa
ZambiaKenyaGhana
TanzaniaEgypt
IndiaSingaporeHong KongPhilippines
AustraliaNew Zealand
USA
Quick Facts – About Vyom Labs
www.vyomlabs.com
Partnership with BMC
20
20
20
Vyom Labs: BMC Partnerships
Largest Practice in BMC
•400+ consultants in BMC
•600+ Projects in BMC •Among the first 5 in the
world
R&D and Product Support Partner
• (Only partner in the world who works with R&D)
Add-on products over BMC
Vyom Performance TestEdge
Vyom AutomationEdge
Only partner in the world having all levels of partnerships with BMC
www.vyomlabs.com
Vyom Labs is
BMC’s Certified
Consulting Partner
We are among the very few certified BMC Consulting partners in the
world. Vyom Labs has gone through very rigorous exercise before
being awarded this status. Our consultants are certified through
practical exams before they are awarded BMC Certified
Professionals (BCP) status. Customer can be sure of accuracy of
implementation and caliber of consultants when you select us as
your BMC Upgrade/implementation partner.
Awarded “Best Partner of the Year in APAC” for 2016, 2018 and in 2020 by BMC
BMC Certified Partner
www.vyomlabs.com
Key Global Customers
© 2017 Pathway Communications: Private and Confidential 22
© 2019 Vyom Labs: Private and Confidential 22