service desk now! product outline 2010 07 01
DESCRIPTION
Service Desk NOW! is a product that has ITIL Best Practices ready to use NOW! built on proven CA softwareTRANSCRIPT
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Product Outline
SERVICE DESK NOW!™
© 2009 itsm Partnership Pty Ltd
Gavin McKee
Solutions & Services
SERVICE DESK NOW!™ITIL Best Practices ready to use NOW! built on proven software
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Agenda
• What is Service Desk NOW!
• How the customer will use SDN!
• How to implement SDN!
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What’s in Service Desk NOW!
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Service Desk NOW!™
NOW!
“Experience”
“Best Practice”
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“Scalable”
“Proven”
“World-leader”
“Best Practice”
“ITIL v3
Compliance”
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Built In, Ready To Use ITIL Best Practice
• Expertly applied ITIL Best Practices
(ITIL V3 Exin accredited)
• Useful built in lessons learnt from other companies like your customers
• Valuable tools to extend internal capability
• Professional on line training videos
• Easy to maintain
• Scalable to grow with you
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What you get with Service Desk NOW!
• Intuitive Req, Inc, Change, Rel, Prob screens
• 11 specific service area to assignment mappings
• 35 Service Areas
• 46 Request quick call templates
• ITIL v3 aligned Status and workflowsITIL v3 aligned Status and workflows
• Change Workflows – Standard, Non Standard Change, Emergency
• Release management work flow
• 39 SLA notifications
• 43 Documents, 21 videos covering 12 ITIL processes
• Full details in SDN User Guide document
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Return on Investment (Time)
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1st Year Cost Comparison
$300,000
$400,000
$500,000
$600,000
$700,000
$6
50
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Service Desk NOW!™ Customers will spend half of what most SMB’s will spend and
a fifth of what most Enterprise customers will spend.
$0
$100,000
$200,000
Enterprise Small-to-Medium Service Desk NOW!
$6
50
$95$2
50
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Comparison to a traditional implementation License Unit Costs Annual Support Annual Costs
Product Description (EN) List Price 9x5
Support Yr1 Yr2 Yr3
Problem Isolation BMC Remedy or HP SC Problem Mgmt SW LTU $33,550 $7,220 $40,770 $40,770 $40,770
Change Management BMC Remedy or HP SC Change Mgmt SW LTU $31,450 $6,900 $38,350 $38,350 $38,350Incident & Request
Management BMC Remedy or HP SC Request Mgmt SW LTU $31,450 $6,900 $38,350 $38,350 $38,350
Service level Management BMC Remedy or HP SC SLM Flt Usr Sync SW LTU $7,850 $1,730 $9,580 $9,580 $9,580
Knowledge Management
BMC Remedy or HP SC KM Search Engine SW
Media $3,750 $0 $3,750 $3,750 $3,750
Knowledge Management BMC Remedy or HP SC KM User 100+/100 SW LTU $15,600 $3,390 $18,990 $18,990 $18,990
Software/License & Support CostsLicense Costs per annum $149,790 $149,790 $149,790
Assume a 50% Discount $74,895 $74,895 $74,895
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Implementation Costs
ITIL Process Design & Implementation
(4 Months - 1.5xVendor Consultants
@$2K per day)
$240,000
ITIL Tool Design & Implementation
(3 Months - 1.5xVendor Consultants
@$2K per day)
$180,000
Infrastructure Costs $20,000 $20,000 $20,000
Administration Costs (1xFTE) $80,000 $80,000 $80,000
Total Costs $594,895 $174,895 $174,895 $944,685
itSMP Service Desk NOW! Costings $75,000 $75,000 $75,000 $225,000
Payback occurs in Year 1 + Customer saves $720K over three years $719,685
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Target Market
• No Consultants: Customers that can’t justify consulting costs for a project to analyse, design & implement
• No Admins: Don’t have and don’t plan to have dedicated Service Desk administrators
• ITIL start-ups: Want to go on the ITIL journey• ITIL start-ups: Want to go on the ITIL journey
• 10 – 25 analysts
• 50 to 100 IT staff
• Annual budget of <$100K p.a to spend on Service Desk
• Used to an outsourcing support model (SaaS)
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Using Service Desk NOW!
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ITIL v3 Screen Layout
Intuitive Flow based on ITILv3
• Status -> Summary ->Categorisation
• Custom Fields for extension without extra configuration
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Customer Use – Online HelpOnline training videos and documents
Training for all ITIL processes
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Customer – Review Impact/Urgency -Priority
• Review the business impact urgency to priority mapping
• Generate the new mapping
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Customer Use – Review configuration
Review Configured information
•Categories
•Workflows
•Templates
•Properties
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Customer - Review Spreadsheets
• Review each spreadsheet
• Update delete_flag to ‘0’ if not required
• Add/update entries
• ‘Ctrl+T’ to load into SDN
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Review other configurationAny other configuration can be extracted, reviewed and updated
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Implementing Service Desk NOW!
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Services ImplementationInstallation Timeline:
• Capture customer input data (CI’s, calls, people)
− 2x 2hr Analysis Workshops used to populate the upload sheet
• Install vanilla r11.2, r12 or r12.1
• Run the SDN! Installer • Run the SDN! Installer
− 30 mins
• Walk the customer through the configuration
− 1x 2hr Demonstration Workshop
• 2 Days of Onsite Support post Go-Live
− Capture enhancements (eg. Additional Quick Call templates)
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Install in 30mins
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Data Migration
• Data tools allow migration from Legacy CA/ Non CA systems
• Extract data from existing system into spreadsheet
− Extract Cis, Calls, Categories, Codes etc
− Non CA systems from database extracts− Non CA systems from database extracts
− Legacy CA systems (e.g., r6) use pdm_extract
• Align header names as in example spreadsheet
• Upload using spreadsheet tools/myView
• From test to production – use full extract and upload using spreadsheet tools/myView
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Walkthrough the Data Upload sheet(s)
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Content Map
• On-line Videos, documents & process flows
− Access via help screens
• Configured Areas, closure codes, Change workflows, properties etc
− Review in Content Spreadsheet− Review in Content Spreadsheet
• Other configuration/new configuration
− Use spreadsheet tools to generate all spreadsheets – review in spreadsheets (upload_data/tmp directory)
• Full configuration details
− User guide (in install directory)
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Walkthrough other aspects of the content
• Review the process of importing contacts
• Review the Online documentation (eg. what format is it in now)− How can it be modified/localized – easy to do , not easy to do
• Review the Out of the Box process workflows• Review the Out of the Box process workflows
• Review the Screen layout changes and why they were made
• Review how Screen layout changes were done
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Other applications of Service Desk NOW!
• Migrating from test to production environments
• Migrating from other service desks• You can now easily demonstrate customers data in the CA tool working as
part of the bid processpart of the bid process
• Standardized implementation configuration
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Questions ?
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