Best of MMS 2013

…or how to make your incidents fun.

Automate incident management in a few minutes

Anders Bengtsson – Microsoft – Principal Extra Premium Premier Super Proffessional Expert of the Experts.Jonny Andersson - Advania

Service Manager 2012

Process Workflo

w Forms

Reporting & Data

WarehouseWorkflows

Configuration Management

Data Base

Wor

k It

ems

Confi

gura

tion

It

ems

Know

ledg

e

Integration across Stack

Standard Process

Automation

Self ServiceService Catalog

ReportsEmail / Mobile / Client

SolutionsProblemChange Incident

Compliance & Risk

Service RequestRelease

Incident Resolution Time

10 min 10 min

10 + 10 = 20

Incident Resolution Time

10 min 10 min

10 + (10 x 100) = 10101010 / 60 = 16,8h16,8 * 6 = 100,8h / h

x 100

Incident Quality

????

Incident Tasks

ManualAutomation

FullAutomation

”Normal” Incident

Incident

Manual Workflow

Semi-Automated Incident #1 (Task)

Incident

Semi-AutomatedWorkflow #1

Task

Semi-Automated Incident #2 (Template)

Incident

Semi-AutomatedWorkflow #2

Template

RunBook #1

RunBook #2

RunBook #3

Automated Incident #1 (SCOM)Incident

AutomatedWorkflow #1

Template

RunBookOperations Manager

! Alert Connector

Failed to resolve Incident.

Automated Incident #2 (Self Service)

Incident

AutomatedWorkflow #2

RunBook Failed to fix computer.

IT BudgetInfrastructure and Facilities

Support and Operations

Application Development

ITSilos

Business Value Added

IaaS

IT BudgetIT Budget

Automate Incidents…• …to save time for yourself but most importantly

for your customer.

• …to improve quality.

• …to ensure correct report data.

• …to finally move from 80% time in support to 80% time indevelopment.

Tack!

Glöm nu inte att fylla i utvärderingarna!