ComputerAssociates.ppt

1、Journey to Managing On Demand Computing,Louis Blatt SVP, Infrastructure ManagementComputer Associates March 2005,Market Trends and Directions,Market Trends,IT is seen as a cost center ripe for cuts and outsourcing Increased service is expected Managing technology change and regulation exacerbates th

2、e situation. Balance of strategic initiatives and tactical imperatives Evaluation and planning for emerging technologies Partnering with line of business for continued currency Fire-fighting trumps planning,Market Drivers,IT is feeling pressured and being driven to cut costs through improved efficie

3、ncy and flexibility of all resources (MetaGroup, 2004),IT Spending Breakdown,McKinsey 2003, CA,The Solution,The Solution,A long term IT renewal plan linked to the corporate strategy. A simplifying and unifying platform. A process and team dedicated to continuous improvement.,MDB: The EIM Foundation,

4、Full spectrum of management data Integration at data level Flexible deployment options Management for high performance Support for open standards and best practices,CAs Enterprise Infrastructure Management,OGC ITIL Process Model not just perform service restoration Ensure better utilisation of techn

5、ical subject matter experts by enabling them to avoid routine event handling and resolution activities and finger pointing Support Fault Management and Service Desk via population of knowledgebase and development of fault/incident work-around procedures,Key Point: Our organisation has switched from

6、focusing on “fire fighting” to true Problem Management. Instead of just resolving errors quickly, we focus on the root cause and find all cases where the same incidents can result and correct the problems before the incidents occur.,Problem Management,Problem Management,Service Support,We provides a

7、 strategic and central point of contact for all users and an operational point of contact for the management of incidents to resolution.,This capability has resulted in the ability to: Provide a single source for all customer requests of IT Go beyond the “Help Desk” and focuses on service support Pr

8、ovide a single point to manage and coordinate incident resolution Provide a single point to manage and coordinate service requests,Service Desk,Key Point: Our Service Desk is the primary source of communication to the end users and, therefore, draws upon most other SM processes.,ServiceDesk,Service

9、Support,Case Study,HSBC On-Demand Maturity Model,Level 1 to Level 3: Active to Efficient to Responsive People: Domain specialists reside in centers of excellence grouped by technology (Intel, Unix, Mainframe, Telecom), application function (messaging, database support) or support function (processin

10、g management, operations, service desk). Breaking down silos and set up self funding improvements. Process: Leveraged basic fundamentals like incident, availability, and now focused on change management. Now beginning to implement service level management and financial service management. Technology: Implemented a CMDB, consolidated storage and service desks and implemented mapping capability to automate change, now implementing catalog, metering, and billing.,Summary,Call to Action: Seek out your CA Team,Pla