service desk now! product outline 2010 07 01

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

Agenda

• What is Service Desk NOW!

• How the customer will use SDN!

• How to implement SDN!

2 16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.

What’s in Service Desk NOW!

16 July, 2010 Copyright © 2009 itsm Partnership. All rights reserved.3

Service Desk NOW!™

NOW!

“Experience”

“Best Practice”


“Scalable”

“Proven”

“World-leader”

“Best Practice”

“ITIL v3

Compliance”

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


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


Return on Investment (Time)


1st Year Cost Comparison

$300,000

$400,000

$500,000

$600,000

$700,000

$6

50


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

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


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

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)


Using Service Desk NOW!


ITIL v3 Screen Layout

Intuitive Flow based on ITILv3

• Status -> Summary ->Categorisation

• Custom Fields for extension without extra configuration


Customer Use – Online HelpOnline training videos and documents

Training for all ITIL processes


Customer – Review Impact/Urgency -Priority

• Review the business impact urgency to priority mapping

• Generate the new mapping


Customer Use – Review configuration

Review Configured information

•Categories

•Workflows

•Templates

•Properties


Customer - Review Spreadsheets

• Review each spreadsheet

• Update delete_flag to ‘0’ if not required

• Add/update entries

• ‘Ctrl+T’ to load into SDN


Review other configurationAny other configuration can be extracted, reviewed and updated


Implementing Service Desk NOW!


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)


Install in 30mins


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


Walkthrough the Data Upload sheet(s)


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)


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


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


Questions ?
