nai itsm architecture 4 08
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ITSM Architecture (ITIL v3)
GovernancePrinciples & Policies, Funding, Ownership, Accountability, Decision Rules and Authority,
Control Objectives, Performance Metrics
Business & IT ServicesService Strategy, Service Portfolio, Service Catalog, Service Level Agreements,
Service Design Criteria, Service Workflow, Service Pricing
ITSM Architecture Deployment Questions: Are all domains addressed?
ITSM Architecture and Business Strategies Aligned?
Governance Strategies Defined?
ITSM and Software Development Practices Aligned?
Business Unit Participation?
EntireContents
2008
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Alloy Software
BMC Asset Manager
CA Unicenter Argis
HP AssetCenter
MRO Maximo
PS'Soft Qualiparc
Staff and Line Asset Frame
Tangram Enterprise Insight
Adobe
Appian
Fuego
IBM
Lombardi
MetaStorm
PegaSystems
Savvion
ITSM Tools by Functional Focus
Service ViewRepository
App Monitoring
Database Monitoring Network Monitoring
Server Monitoring
Storage Monitoring
BSM & SLAM
Alarms / Events
CI StagingArea
Inventory
Assets
SLM Process
Contacts
Information
BSM Business Service ManagementCI Configuration Items (HW, SW, People)CMDB Configuration Management DatabaseSLAM Service Level Agreement Management
ServiceDesk
IT ServicePortfolioMngmnt
IT Asset
Mngmnt
ProcessMngmnt
Users
Incidents& Requests
CustomerReview &Reporting
Business RelationshipManagement
CMDBKey Features:FederationMappingReconciliationSynchronizationVisualization
Computer
Associates
Digital Fuel
Euclid
Lontra
newScale
Oblicore
Real Clear
Axios assyst
BMC Remedy & Magic
CA Unicenter Service Plus
Epicor ITSM
Front Range Heat & ITSM
HP OVSD & ServiceCenter
Hornbill Supportworks
iET Solutions
Infra InfraEnterprise
Marval Group Open MSM
Oracle Vantive & Siebel TechExcel HelpDesk
TouchPaper
BMC Atrium
HP UCMDB
IBM CCMDB
Symantec VCM
iET CMDB
CA CMDB
Axios Assyst
Blazent CMDB
InfoVista CMDB
Managed Objects
CMDB360
CA Unicenter Service Assure
HP OpenView SLM
IBM Service Level Advisor
Interlink BES
Managed Objects BSLM
Nimsoft NimBUS
Compuware Centauri
BMC SIM
CA Unicenter BPV
HP OV Service Navig.
IBM Micromuse RAD
InterLink BES
Magnum ADVANTAGE
Managed Objects BSM
Compuware Centauri
BMC
CA EMC Smarts
HP
IBM Tivoli
IBM MicroMuse
BMC Discovery
CA Cohesion
IBM TADDM
HP/Mercury MAM
mValent
EMC nLayers
Symantec Relicore
Tideway Systems
EntireContents
2007
CI
CICI
ServiceDependency
Mapping
Manager of Managers
Import CIs
Key Buyer Questions: Have we defined our
processes?
Buy now or wait?
Do we understand our
requirements?
Suite or Best of Breed?
What categories?
What is the relative
priority?
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NAI On-Demand BSM Solutions
Presentation Tier
Service Management
Functional Tier
Service Management
Integration Tier
NAI BSM Solution Characteristics
No upfront investment in
hardware or softwarePay for actual usage for anysize business
Solutions designed using Web2.0 Architecture
Based on Web Standards
Service Oriented Architecture
Small Footprint
Multi-Tenant
Built-in Integration
Easily Extensible
Highly Scalable
Minimal or no consulting feesto deploy
Deploy in hours or daysrather than weeks andmonths.
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NAI On-Demand Solutions for ITIL v3
mailto:[email protected]:[email protected]