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BMC Confidential—Internal Use Only24 de OCT | MADRID

Acercándonos al

Negocio

Marisa Moreno Fernando PalomaresDesarrollo de Negocio Responsable del Centro de ServiciosIECISA IECISA

www.iecisa.com

Marisa Moreno Crespo

Desarrollo de Negocio

Monitorización de Servicios de Negocio

www.iecisa.com

Conoce lo que está pasando para poder tomar decisiones de manera eficiente y ágil

Fallo en la línea de distribución

Cortes de red durante un proceso de compra

Tiempos de respuesta elevados

Subida de temperatura de un CPD

Errores en copias de seguridad

www.iecisa.com

Monitorización de Servicios de Negocio

basado en el Modelo de Mejores

prácticas de los Sistemas de

Monitorización TI

+ Participativa

+ Alineada con Negocio

+ Completa e integradora

www.iecisa.com

AplicaciónExperiencia de Usuario

Monitorización Ejecutiva de Servicios

Infraestructura

Monitorización y diagnóstico operativo

Consola De Eventos

Experiencia de cliente

Aplicaciones (APM)

Pro

ceso

s IT

SM

Infraestructuras

on-prem (cloud)

Correlación y análisis de impacto

Analítica Web,Móvil….

Redes

CMDB y Discovery

Info

rmes

Dashboards y Reporting

Negocio Arquitectura

SLAs

Seguridad

Catalogo de Servicios

Monitorización de Servicios

Ámbitos de la Monitorización de Servicios

www.iecisa.com

Cuadros de mando

6

▪ Resumen de estado de salud servicios

▪ Vista global de estado de salud de los servicios

▪ Detalle global del estado de salud de los servicios

▪ Evolución del estado de los servicios

▪ Consola de visualización de eventos

▪ Gráficos ad-hoc de Métricas

▪ Mapa Topológico de aplicaciones

▪ …

www.iecisa.com

Tecnología Seguridad

Optimizar la productividad del Departamento de IT

Mejora de los niveles de servicio

Aumento la eficiencia operativa

Facilita la toma de decisiones mediante la visibilidad de sus

aplicaciones críticas …

Cumplir con estrictas normas de seguridad sobre los datos

que fluyen por los servicios y procesos

Beneficios

www.iecisa.com

Negocio

Tecnología Seguridad

Visión consolidada de los procesos de negocio

Alineación empresarial hacia un objetivo común

Optimización de los procesos críticos

Niveles de SLAs de negocio

Mejorar la calidad de los servicios

Reducción de costes

Beneficios

www.iecisa.com

Cómo lo hacemos…

9

Fase de Consultoría

Implantación del modelo To-Be

Servicio Continuos

www.iecisa.com

Nuestro Modelo de Gobierno

Catálogo de peticiones y servicios de monitorización

Modelo común de Monitorización de Servicios

Marco de Mejora Continua de la Monitorización

Servicio de soporte y consultoría

Oficina de Monitorización de Servicios

www.iecisa.com

Nuestras

Referencias

Telecomunicaciones

Banca y Seguros

Retail y Gran Consumo

Sanidad y Servicios Sociales

Transporte y Logística

www.iecisa.com

Remedy 9 Migration - Project Results

Xavier Xheneumont

24/10/2017

The EUIPO works in partnership with

national and regional EU intellectual

property offices, user groups, the

European Commission, the European

Parliament and other international

organisations.

The European Union Intellectual Property Office (EUIPO), which was known as

OHIM until 23 March 2016, can provide you with exclusive rights for trade mark and

design protection throughout the European Union (EU) with just a single application.

Contact usAvenida de Europa, 4, E-03008 Alicante, SpainInformation centre: +34 965 139 100http://www.euipo.europa.euTwitter: @EU_IPO

Moreover, the European Observatory on

Infringements of Intellectual Property

Rights develops tools and promotes

best practice to enhance protection of

this critical asset for companies and

individuals.

Who we are

The Digital Transformation Department (DTD) is responsible for all activities and

operations related to the implementation of the digital strategy of the Office, including

working methods and tools, their definition, operation and later adaptations.

Digital transformation is the profound and accelerating transformation of business

activities, processes, competencies and models to fully leverage the changes and

opportunities of digital technologies and their impact across society in a strategic

and prioritized way.

Digital Transformation Department

Still using Remedy 7.0

Highly customised.

Out of Support.

Not fully implemented.

Blocked for improvements.

10 years old.

Justification for the Migration Project

EUIPO BMC Landscape

Simplified Landscape.

Fully Supported.

Ready for new improvements.

Modern MyIT interface available for end users.

Service Desk is the single point of contact for IT and Facilities Management

calls.

1500 active users in Remedy. All processes based on ITIL.

Monthly averages:

• 3300 calls to Service Desk.

• 4000 Requests (2000 for IT, 2000 for FM)

• 5000 Incidents (2000 for IT, 2000 for FM)

• 100 Problems

Remedy is the ITSM tool since 2005 (Remedy 5, 7, 9).

ITSM at the Office

The main requirement of the project was

to implement an out of the box solution (OOTB).

Pros:

• To be able to use all functionalities offered by Remedy, like standard reports,

automatic calculation of SLA, Release Management.

• Make possible yearly migration to the main version released by BMC in order to

benefit yearly of the improvements.

• Open doors to automation with Atrium Orchestrator.

Contras:

• The whole product catalogue had to be redesigned entirely.

• Changes needed in the way of working of some teams.

The second requirement was to move to Software as a Service (SAAS) in IECI premises.

Project Requirements

• The migration took 15 months.

• Out of the box is successful, no heavy customization.

• Simplified and supported BMC landscape.

• All environments managed by the SAAS contract.

• MyIT 3.1 is the unique interface to request products.

• Catalogue has been reduced from 350 products to 150.

• The whole toolbox is implemented, including Atrium Orchestrator.

• SmartIT used by Service Providers with basic needs.

• Business Objects has been replaced by Smart Reporting.

• Unique CMDB populated by ADDM.

Project Results

• Moving to a SaaS service requires coordinating 2 different change

management processes: EUIPO internal and SaaS.

• Out of the box is possible but requires an important effort to understand how

the vendor did implement the ITIL concepts.

• Out of the box allows reducing time to deliver.

• Reactivity of the support provided by a product vendor is not the same than a

dedicated project team.

• Some concepts are complicated to implement or stabilize: SSO, HTTPS,

notifications, performance, full text search.

Lessons Learnt

• Introduce CMDB relationships to improve problem analysis.

• Creation of Knowledge Management articles to promote Self-Service Desk.

• Monitoring migration to True Sight.

• Automation of the most frequent tasks, e.g. unlock account.

• Migration to MyIT 3.3.

• Open access from Internet and from mobile devices.

Next steps

• Simplified architecture for performance improvement.

• Full case insensitive performant searches.

• Quicker answers from BMC Support, better patches.

• MyIT: give feedback about the progression of the request.

• SmartIT supporting all the functionalities of the Classical Interface.

• SmartReporting allowing more joins between views.

Wish List

Presentation EUIPO Presentation at BMC Day 24/10/2017

Status APPROVED

Approved by owner XXH Xavier Xheneumont

Authors

XXH Xavier Xheneumont

-

Contributors

-

-

Revision history

Version Date Author Description

0.1 20/10/2017 XXH Initial creation

1.0 20/10/2017 XXH Final version