ITSM for TCCSA
Information Technology Service Management (ITSM)
founded on
Information Technology Infrastructure Library (ITIL)
Presented by
Per Mikkelsen, AlfaPeople
Erik Hoiden, AlfaPeople
Agenda
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AlfaPeople as your partner
ITIL / ITSM – Definition vs. Solution
Processes
Product
Technical
Interfaces
Mobility
Demo
Implementation
Point
1
AlfaPeople
in Brief
UK
(London))
Denmark
(Copenhagen)
USA
(New York)
Sweden
(Stockholm)
Mexico
(Querétaro)
Guatemala
(Guatemala City)
Costa Rica
(San José)
Columbia
(Bogota))
Brazil
(Sau Paulo))
Chile
(Santiago))
Facts:
12 Countries
+280 employees
Europe:
CRM (75 employees)
SharePoint (25 empl.)
AX (45 employees)
Americas:
CRM (65 employees)
AX (70 employees)
____________________
AlfaPeople Group:
Delivers +30.000
consultancy hours/month
Poland
(Warsaw)
Germany
(Hannover)
China
(Shanghai)
Switzerland
(Zurich)
Thailand
(Bangkok)
Malaysia
(KL)
Singapore
AlfaPeople
3rd Largest Global Microsoft CRM Partner
Most CRM customers and references internationally
Microsoft Dynamics CRM Partner of the Year 2009/10 in
Western Europe
Inner Circle Member (top 1% Dynamics partners)
Member of 2011 TAP Program (1of 10 Microsoft CRM
partners worldwide to help Microsoft on future versions of
Microsoft CRM)
Microsoft Gold Certified Partner since 2005
ITIL / ITSM for TCCSA
Processes
•Business Processes (Standard ITSM Functionality - Incidents, Issues, Problems, Change Orders, Projects, Asset Mgt.)
•Knowledge Management (Self-Service, Intranet/Internet)
•Customer Contact Management (CRM, Surveys)
•Service Level Management (Attached by Category, Contact, & Priority With Ability of Alerts/Notifications)
•Metrics Presentation (Delivered/Self-Service Reports, Business Intelligence (BI) Interface)
Product
•ITIL Designed As A Framework (IT Services Can Be Aligned With Business Processes)
•Product Support (Vendor Support (Call Center/Web), Vendor Training, User Group)
•Release Management (Frequency of Releases, Customizations Supported, Timeframe/Selectable Features, Sandbox)
•Product Roadmap (Demonstrated current offerings and future directions of product)
Technical
Interfaces
•Security (Data Isolation, Role-Based, Password Mgt., Multi-Tenancy)
•Performance, Reliability and Scalability (Avg. Resp. Time, Uptime, Growth w/o Impacting Performance)
•Single Sign-On (Federated AD)
•Customization Supported (Database, Screens, Branding, Workflow)
•Multiple Interface Support (Traditional/Mobile Browsers, API, E-Mail, Chat)
•Mobile Device Interface (Browsers, Downloadable Apps & Multiple O.S. Support)
•Notifications (Multiple Methods-E-Mail, Text, Banners, Announcements), & (Custom-Format & Recipient)
•Legacy Data Migration (Migrate to new solution, Stand Alone)
What is ITIL
Systematic approach to high quality IT
service delivery
Documented best practice for IT Service
Management
Provides common language with welldefined terms
AlfaPeople ITSM 2011
AlfaPeople ITSM 2011
AlfaPeople ITSM Suite 2011 integrates the following processes to allow
full customer service lifecycle management, including:
 Incident Management
 Request Fulfilment
 Problem Management
 Change Management
 Release/Deployment Management
 Service Portfolio
 Service Catalogue
 Configuration Management
 Asset Management
 SLA Management
 Portal
AlfaPeople ITSM 2011
Built from ground up on ITIL® 3.0 and Microsoft Dynamics CRM 2011
delivering the following benefits out of the box
• IT Resource ROI capability showing true costs for IT services provided
• Improved End User satisfaction through a professional and efficient
approach to service delivery
• Reduced call centre and support costs through driving consistency,
efficiency and excellence
• Increases the speed of resolution for known errors by integrating the
service desk with knowledge management
• Improved quality of IT services through the use of proven best practice
• Enables 100% accurate reporting of KPIs through its reporting engine
with real time drill down functionality
Key Features in ITSM
Based on Microsoft CRM
Dashboard
Incident Management
Service Request
Problem Management
Change Management
Advanced Search
User Portal
User Interface from inside Outlook or through the Web
On-Premise or Cloud based
Why Build on Microsoft Dynamics CRM?
Increased Market Opportunity - deploy on premise or as a service
Reduced Development costs
Speed to market
Flexible application development
Future proof application development
Reduced on-going support costs
Industry Standard - familiar to your developers and ITIL consultants
The Customer Care Funnel
Changing Face of Customer Care
Distribution of channels
100%
80%
Web Chat
60%
E-mail
40%
Web Self
Service
20%
IVR Only
0%
2008
Telephone
2011
Service Level Agreements
Service Level
Objectives (SLOs)
• Supported for
all work items
• SLOs tied to
pre-defined
Queues
• Supports
different
metrics
Calendars
Notifications
• Business hours,
Holidays
• Multiple
calendars
• Views / Forms
• Email
notifications on
warning and
breach
• Text Messages
Source Control for Solution Components
Export/unpack
Sync/check-in
Pack/import
Sync/check-out
Integration patterns
Process
Integration
Data
Integration
User Interface
Integration
UI Integration Options
Customizations, Mashups, Productivity Tools
Map Visualizations, Editable grids, Data Feeds
Customization
Application
Images
Text Based
• Forms ,Dialogs,
Views, Charts ,
Dashboards
• IFrames
• Site Map,
Ribbons
• Client Object
Model
• Silverlight
• JavaScript
• XSL
• PNG
• JPG
• GIF
• HTML
• XML
• CSS
Microsoft Dynamics CRM Mobile
Mobility – iPad Interface
Microsoft Metro User Interface
Microsoft Confidential
Core Security Principles
Who are you?
Verify user’s Identity
What are you allowed to do?
Grant or Deny Permissions
When did the change happen?
Audit Data Access
AlfaPeople ITSM 2011 Authentication Models
Deployment
Model
Relying
Party
On-premises Intranet
Identity :
per@alfapeople.com
alfapeopleus\per
per@live.com
Identity
provider
(Security token
Service)
On-premises/ Internet
facing/Hosted by Partners
AD or any
other identity store
Online hosted by Microsoft
AD or any
other identity store
Integrated Windows Authentication or
any standards compliant service like ADFS 2.0,
ACS 2.0
Windows
Live ID/
Windows
Azure™
AD/Windows
Server® AD
Authentication – In Summary
Single Sign on
Policy control
Access control
Reduced support calls
Security
AlfaPeople ITSM 2011 – Authorization Model
Role-based
security
• Focus on grouping a set of privileges together that
describe the responsibilities by a user.
• Microsoft Dynamics CRM includes a set of predefined
security roles & allows to define custom roles
Record-based
security
• Microsoft Dynamics CRM focuses on access rights to
specific records
Field-level
security
• Microsoft Dynamics CRM restricts access to specific high
business impact fields in an entity only to specified users or
teams
Account
Role Based Security
Contact
Incident
Organization
Root
Business Unit
Parent\Child
BU
BU1
Business
unit
BU11
User
BU2
BU3
Field Level Security
• Scope of field level access is Global .
• Adaptive UI in clients (Web, Microsoft Outlook®, Mobile)
• All components of the application – Reports, Search,
Offline, Filtered Views, Auditing, Duplicate detection play
by FLS Rules.
• Secured data is never sent to the clients when user does
not have access
• ISVs can extend Field Access rules using SDK
• Users can share secured fields
Authorization - In Summary
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Role Based Security
– Create custom set of privileges in your organization structure
– Assign roles to teams
Team based security allows users to work in groups
– irrespective of their physical location
Records Sharing where team based security doesn’t apply
Field level security for granular access right to fields (columns on a record)
User A
Team 1
User B
Team 2
User C
Record Level
Field / Column
Privilege 1
Role Based
Security
Privilege 2
Product Demo
Demo Scenario’s
Navigation - Concept
•Access - Outlook/Web Client and other UI'S
•Incident, Service requests, Problem, Change Order, Assets
Overview
•Processes, Queues & Notifications
•Dashboards
Cloud based services
•Portal
•SLA
SCENARIO 1
•End user creates incident from portal
•Gets acknowledgement email
•1st line receives, resolves and responds back
SCENARIO 2
•End user tweets and incident
•1st line receives and populates
•1st line passes to 3rd party
•3rd party responds
•1 line resolves and confirms to end user
SCENARIO 3
•End user tweets an incident -Diagnosed through dialogues
•Gets escalated and user notified via tweet
•The escalation manager generates a problem related to the incident
•Problem/situation is posted and tweeted as well as posted to AlfaPeople Tri Country Facebook wall
•(A community user post the resolution on the wall which notifies the escalation manager)
•Escalation manager passes to engineer queue who picks it up and resolves
•Problem resolution resolves in incident resolution which notifies the originator, gets tweeted from AlfaPeople Tri County twitter and posted on AlfaPeople Tri country face book
Product Roadmap
•
Status means progress towards being certified
July-12
June-12
May-12
Mar-12
Feb-12
•SLA Incident
calculation
completed
•Service level
Agreement
(SLA)
•Status: 33/36
•Knowledge
Management
•Status: 26/35
•Service Asset &
Configuration
Management
•Integration with
3rd party software
•Status: 17/35
•Problem
Management
•Status: 19/35
Implementation Approach
Project Risk Model
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All implementations based on Microsoft’s Implementation Framework SureStep
•
Diagnostics/Analysis
– Business Cases
– Fit/Gap Analysis
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Development – Agile
– Work Break-down (sprint cycles)
– Active involvements of users (direct feedback)
– regular meetings
– Continuously adjustments
Implementation (Repeating Rollouts)
– Preparation (production systems, data, training)
– Go Live
Risk
Decision: GO/NO-GO
Decision: GO/NO-GO
Decision: GO/NO-GO
Change Management
Different levels – Equally important
Executive and
Stakeholder
Engagement
• Open communication, appropriate expectations, help
resolve critical project issues
Organisation
Alignment and
Mobilisation
• Assessment
This doesn’t concern of
me. current
Denial and proposed business processes,Commitment
communicate
Last time it didn’t result capabilities of software to stakeholders,
in anything. of workforce impact and transition
analysis
Communications
Common reactions by change
Changes, which requires a lot of the involved users and where users have to adapt to
new processes and situations, often follow a certain development model:
You’re wrong!
Anger
This is wrong
timing/wrong way of doing
• Goalsthings
& KPIs, link to strategy,
obtaining acceptance of
Negotiation
new ways
work,
collect
Howto
does
the future
look? feedback
Worrying/Fear and responses,
Will I keep my job?
timely communication
I couldn’t be bothered to
engage myself. I can not
impact anything anyways
Training
Conversion
Apathy
Accept
Let’s go!
Defines new goals
”what’s in it for me
(and all of us) ?”
OK, now this is it. We have
to get the best out of the
situation
Grievesets, initial
• Establish a comfort zone, ensure right skill
and ongoing training (classroom,
webinars, ambassador
It is horrible that we do not get to carry on as
training)
usual. Were we really so useless?
Agile Implementation Approach
•
Agile Project Type is associated with an iterative, incremental process for
developing Microsoft Dynamics Solutions.
•
This Project Type gives you greater control over the final solution because you can
quickly change the direction of solution development and implementation from
one sprint cycle to the next.
Q&A
You can contact us at:
Per Mikkelsen
Erik Hoiden
AlfaPeople
pgm@alfapeople.com
emh@alfapeople.com
www.AlfaPeople.com
Dashboards
Incident Management
Service Requests
Problem Management
Change Management
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