masterscope it process management introduction - nec.com · faq procedure same as the previous ......
TRANSCRIPT
table of contents
1. Introduction of MasterScope
2. Overview of MasterScope IT Process Management
3. Use Case
4. Function
5. Product Lineup
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What is MasterScope?
MasterScope is NEC’s integrated operations management software brand that leverages the expertise and advanced technologies cultivated by NEC over many years. NEC delivers more than 3,000 MasterScope systems to customers annually.MasterScope provides end-to-end support for systems encompassing ICT infrastructure to applications, and meets our customers’ needs for easy-to-operate products.
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MasterScope Solution Map
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Common problems in system operation
Are there such problems at the operation site ?
The current situation is managed, but considering the future, I have concern whether today’s situation is good or not.
The total workload can not be estimated.
Not shared
Knowledge / know-how
How did this problem solve in the past…
Only Smithknows it..
Information management by manual work (Excel etc.)
MaintenanceHistory
Input level is differentI need more details
Where is that information? Failure
Information
SystemConfig
Customer can not grasp the current
status of service level
Did you answer to this question
within expect TAT?
Different operation process in each system
(individualistic operation)
Management items are fall apart
Support statusdifficult to grasp
Human resources
Sales management
Accounting
Does my team have enough resource?
Do we need additional workers?
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Solutions by IT Service Management Tool
System management with ITIL standard process strongly supports improving process and quality in day-to-day operation
Process standardization
(Excludes dependency
on individual skills)
Standard rule andunified management
Converting procedures and know-how into
knowledge
ResponseHistory
RestorationprocedureFAQ
Same as the previous trouble!
Utilizing the information to maintain and manage
service level
time to the first response
First-call resolution rate
Overall Close Rate...
Automatic managing and sharing of information
List of inquiries
Latest status
Efficient and comprehensive understanding of operating
status
Operation tasks have been increasing in the xxx system this month.
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Anxiety and doubts to start using IT service management tool
Hoping to improve effectiveness and quality of the operation
Studying about tools, but the benefit is unclear…
Initial cost is expensive so that hesitating to install…
It seems there are a lot of items to customize and take so much time for configuration
Once started to use tools, it was complicated and stopped using it
MasterScope IT Process Management will solve problems of system operation including above anxiety and doubt
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MasterScope IT Process Management
MasterScope IT Process Management provides “easy to start” and “improving efficiency” with ITIL-compliant system operations.
Rich functions and items for actually
required in operation
1.
Useful functions and
templates
Not so awkward to start usage
2.
Quick and low cost
installation
Motivate use on operation sites
3.
Intuitive operation experience
MasterScope IT Process Management may be abbreviated as MasterScope ITPM in subsequent documents.
Three features of MasterScope IT Process Management
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Features 1. Functions and templates refined in actual operations
The functions and templates are refined in more than 200 projects, and immediately improve system operation efficiency.
Incident management
Problem management
Change management
Release management
Management support function- Email- Announcement- Document management- Application management- Report- Infrastructure composition
... etc
MasterScope IT Process Management Features & TemplatesCentralized management
of operating status
Flexible search function
Standardized input items and procedures
Operation report
Management item
standardization
Corresponding procedure
standardization
Statusvisualization
Know-howutilization
You can feel the effectsimmediately
Quality and efficiency
improvement of reports
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Features 2. Fast and low-cost installation
The default templates help you minimize the time it takes to design and configure. We provide a small package for 5 users at a low-cost.
Common considerations during the installation
Management item design
Screen design
DB design
Operational flow design
Rule design
Search item design
Access authority design
Other tools MasterScope ITPM
User creation
The installation time is shortened by utilizing the
default templates
User creation
Software license fee *
Shortening
MasterScope ITPMOther tools
Approximately 1/5 of the cost
Shorten theintroduction period
Reduce theLicense cost
* Conditions for calculation• Number of users: 5• Used features: incident management, problem management, change
management, release management
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Features 3. Intuitive operation experience
Users can understand overall status by checking simplified interface at glance. The unified operation screen is easy to learn and helps to prevent operation mistakes.
Top screen to help you understand the status at a glance Standardized input screen and input support function
Standardized input format forIncident, Problem, Change, Release, Application, etc.
Required input fields are colored
Drop-down list helps to standardize the input value
New incident can be created by copying an existing incident
Today's work scheduleAnnouncements to
stakeholders
Summary the overall status
With one click, you can associate an incident with other processes.
As an everyday tool, it’s important to be “simple” and “easy-to-use”.
Menu for each function
Grasping the overall situation at a glance prevents omission and delay of responses
Display a warning message after the specified deadline
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Benefits to use MasterScope IT Process Management
1. Improve work efficiency by unified information management
2. Improve work quality by information sharing
3. Improve work motivation by work status visualization
Improve work quality by storing past research, inquiry and troubleshootinginformation to database and sharing the information as knowledge
Secure a certain operation quality without depending on the skill of users
Visualization of status motivate users to improve TAT of their operation By checking overall work situation, proactive management such as prevention of
stacking and timely following up will be possible.
Centralized management of information, such as inquiry response information and system information, reduce cost and improve efficiency of information management
Response content and response situation can be shared at a glance and grasp the operation work situation in real time
Unified information makes daily report creation easy
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Operation Flow (incident open to close)
When customers issue incidents, system administration department starts survey of the incidents, and finally close the incidents.
Request acceptance
Request survey
Response the requestResult report
SE,Maintenance
vendor
Investigation
[System Administration Division][Customers]
(1) When received an investigation request from the customers, an incident is registered.* Customers can directly operate the ITPM for issue registration.
(2) Request the SE or maintenance vendor to survey
(3) Receive the results and prepare answers
Survey and Create answer
Customer Operator
(4) Report the survey result (answer) to the user.* Customers can directly refer to ITPM to check the report content.
Answ
er a
ppro
val
(Issue Mgt)
Understand the overall situation by various report
Customer Operator
SE, Maintenance
vendor
[Operation manager]
Support status watch
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Operation Flow in ITPM (incident open to close)
It is possible to respond by simple operation from incident open to escalation and closing
Incident Management
Select and fill out necessary items.Since the necessary input part is displayed in blue color, it prevents entry missing.
Escalation
Escalate is easily carried out by just selecting. E-mail notification is also possible.
Action history
You can easily check the history.
After answering the inquiry, incident will closed
Answer / Close
inquiry
answer
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Functions list
MasterScope ITPM provides ITIL (Information Technology Infrastructure Library) compliant management functions
Offer function Function name Functional overview
ITIL management function
Incident management
Provide service management function specified by ITILProblem management
Change management
Release management
Support function
Application management Function to manage from application to approval of variousapplication forms
Schedule management Sharing and managing various events by calendar display
Document management Ability to store and share documents in a hierarchicalmanner
ITIL information linkdiagram
Ability to display the correlation of each ITIL managementfunction
Infrastructure composition Function of managing configuration information of HW, SW,etc. constituting the system
Notification mail delivery Ability to automatically distribute mail to arbitrary destinations for each management action
Announcement function Ability to send simultaneous notification to designatednotification destination
FAQ function The FAQ is registered for each category, and functions that can be shared by stakeholders
Report function Service level report, service level status, incidentsProvide report creation function
Global compliance Multilingual function Supports English and Japanese
Cooperation with other systems Incident data acquisition function Data linkage by mail linking, CSV, API
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Function overview - ITIL management function
The ITIL framework is designed to standardize the selection, planning, delivery and support of IT services to a business. The goal is to improve efficiency and achieve predictable service levels.
Incident management: manages the incident until the situation that the incident does not influence any more.Problem management: catches up a problems and manages the problems until the cause is found out.Change management: manages the change operation when the configuration has any change.Release management: manages the task which release the completed change work to production system and manages the release task. Application management (Provided as ITIL management support function on ITPM):manages the various application documents from submission of the approval for above management functions and performing the tasks.
IncidentManagement function
ProblemManagement function
ChangeManagement function
ApplicationManagement function
ReleaseManagement function
Update immediately
When the first survey is completed and the second, third survey is continued.
It becomes necessary to change the configuration management informationChange configuration
Investigation
Investigation Investigation
Release work
Infrastructure composition
Association
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Product components and configuration example
▌Product components
MasterScope IT Process Management - Basic Pack Basic license required to use MasterScope IT Process Management
Includes SW usage rights and license for 5 users
MasterScope IT Process Management - User license License necessary for adding user in addition to basic pack
MasterScope IT Process Management - Monitoring Option Optional license. You can create a new incident through the MasterScope monitoring product
MasterScope IT Process Management - Media MasterScope Media contains the installation module of IT Process Management
Management server
customer
User in charge (1)
▌System configuration example
Management server 1
User 6 people
User in charge (2)
...
User in charge (6)
customer customer
License must be purchased
* ITPM licenses are not required for customer
Product Name Qty
MasterScope IT Process Management – Basic Pack1
MasterScope IT Process Management – Media1
MasterScope IT Process Management – 1 User license1
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Thank You
Realize simple and integrated system operation
If you have any questions about MasterScope,
please contact below by e-mail
NEC: [email protected]