IT Service Management Transformation High-Level Roadmap with AlarmPoint TimeLine
RELEASE 0
RELEASE 1
10/30/2009
03/25/2010
DEV / Proof of Concept
Certification / Production
AlarmPoint Data & System Integration Environment Available
HP Openview ITSM Blackberry / Mobile Gateway
System Integrated Data Synchronization
Load from ITSM Foundation Data
Data Synch with ITSM
RELEASE 2
RELEASE 3
RELEASE 4
07/15/2010
11/15/2010
03/10/2011
SCOM / MOM Automated Ticketing
BMC Atrium & Remedy ITSM Workflow Remedy Service Request Management (SRM) Remedy ITSM Service Desk
Pt 1 - End User Request
Pt 2 – Internal Staff Request
Incident Management
Pt 3 - Non-IT Request
Pt 4 – Self Service Knowledge
Problem Mgt Pt 1
Remedy ITSM Knowledge Management Remedy ITSM Change Mgmt
CHM Pt 1 – Std Changes / No CCB CHM Pt 2 – CIs Attached Asset Mgt. Pt 1 - Purchasing
Remedy ITSM Asset Management BMC Atrium - Core & CMDB
Problem Mgt Pt 2 Knowledge Management
CMDB Pt 1 – All Catalogs
BMC Atrium - Remedy Service Level Management
CMDB Pt 2 – Legacy Data
SLM Targets Pt1
BMC Atrium - Analytics and Reporting
OOTB Crystal Reports
SLM Targets Pt2
CHM Pt 3 – CIs Attached Asset Mgt. Pt 2 - Contracts CMDB Pt 3 – Legacy Data CMDB Pt 4 – Service Models SLM Targets Pt3
SLM Targets Pt4
BO Analytics Universe Dashboard Pods
BMC Atrium - Dashboards
ITSM Data & System Integration Foundation Data Notification / Email Ticketing Automated & Transfer Ticketing
SDE
EIMS
OIP eAuth
eMail Engine CA Unicenter Alarm Point
Paging HP Openview SIMS
SMS
CI & Asset Discovery Distributed Server Option (DSO)
DSO – Incidents
DSO – Changes
NTIA
SCOM / MOM Big Fix
Solar Winds
eBonding
DSO – CIs / Assets
USDA Legacy System Decommission Ticketing Asset Management Change Management
Merlin - Magic -SDE NCAP
EAMS
EATS
LMS BridgeTrack TelTrac Tracker
CMS Page 1
Glossary or IT Service Management Trans ormation High-Level Roadmap with AlarmPointBMC AlarmPoint Data & System Integration Phrase
Meaning
ITSM Data & System Integration Phrase
DEV/Proo o Concept Development environment used to initially con gure the CI toolset SDE ITSM In ormation Technology Services Management EIMS SCOM/MOM
Foundation Data
System Center Operations Manager/Microso t Operations OIP Manager eAuth Core data that drives all con gurations in the ITSM product CA Unicenter BMC Atrium & Remedy ITSM Workfow
Phrase
Meaning
Atrium
Base underlying product the Remedy upon which the application operates
Remedy
The actual name o the BMC toolset
SRM
Service Request Management
CMDB
Con guration Management Database
CCB Cls Attached
Change Control Board Con guration Items
SLM Targets
Service Level Management Targets
OOTB Crystal ReportsOut-O -The-Box
Meaning Con guration Item Service Desk Express Enterprise In ormation Management System Ofce In ormation Pro le Enterprise Authentication Computer Associates Unicenter
USDA Legacy System Decommission Phrase
Meaning
Merlin-Magic-SDE
Current incident tracking system
NCAP
Network Connection Architecture and Per ormance
EAMS
Enterprise Asset Management System
EATS LMS
Equiment Acquisition Tracking System License Management System
TelTrak Tracker
ITS Telecommunications Tracking System Con guration Management toolset
CMS
Change Management System
For more in ormation about ITSM, contact:
[email protected]
