Slides: IT Service Management - Samir Dash

ITSM

1. IT S ervice M anagement Samir Dash [email protected]

2. B ackground

3. ServiceNow BMC Remedy Cherwell Service Management Jira Service Management CA Service Management incident management problem management change management service request management. asset management service desk change management. In use with CX , Cisco Other tools

4. ITSM in Networking

5. https://nxt-cisco.invisionapp.com/console/share/5TXCQFV97KX/845129154/play

6. ITSM + Networking Integration Cisco ACI-BMC Remedy  Cisco Catalyst Centre – Service Now Connector Cisco Meraki Service Now Connector Network event-to-service ticket creation Software Image Management (SWIM) Ticket enrichment with network context Sample Use-Cases ITSM Configuration Management Database (CMDB) so the ITSM system is always synchronized with up-to-date network information B enefits Plan and log changes in the network for assurance and traceability Anticipate and avoid networking issues and solve them quickly if they do occur Enable sustainable network growth by improving processes and defining efficient workflows

7. Workflows to represent the flow on UI

8. User confirmation & preferences capture and provide flow to match service design flow

9. ITSM check points embedded

10. Dashboard of workflows

11. Mechanism to resume workflow

12. Connect to other touch points through different workflows if needed

13. https://nxt-cisco.invisionapp.com/console/share/BFYU8N5RGKY/845137588/play

14. Opportunities in CX Cloud?

15. Is the case fit for a workflow? Criteria 1: There is a task at hand Criteria 2: Achieving the task/goal must have some milestones in-between. Understanding the backstage needs? Understand the role and involvement of stakeholders at the various touch points. Understand the need to handshake between systems involved. What can be automated?