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Best of MMS 2013

Automate incident management in a few minutes. Best of MMS 2013. …or how to make your incidents fun . Anders Bengtsson – Microsoft – Principal Extra Premium Premier Super Proffessional Expert of the Experts. Jonny Andersson - Advania. Service Manager 2012. Service Catalog

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Best of MMS 2013

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  1. Automate incident management in a few minutes Best of MMS 2013 …or how to make your incidents fun. Anders Bengtsson – Microsoft – Principal Extra Premium Premier Super Proffessional Expert of the Experts. Jonny Andersson - Advania

  2. Service Manager 2012 Service Catalog Reports Email / Mobile / Client Self Service Solutions Compliance & Risk Service Request Release Problem Incident Change Standard Process Automation Configuration Management Data Base Process Workflow Forms Workflows Knowledge Work Items Configuration Items Reporting & Data Warehouse Integration across Stack

  3. Incident Resolution Time 10 min 10 min 10 + 10 = 20

  4. Incident Resolution Time x 100 10 min 10 min 10 + (10 x 100) = 1010 1010 / 60 = 16,8h 16,8 * 6 = 100,8h / h

  5. Incident Quality Incident Tasks Manual Automation ???? Full Automation

  6. ”Normal” Incident Incident Manual Workflow

  7. Semi-Automated Incident #1 (Task) Task Incident Semi-Automated Workflow #1

  8. Semi-Automated Incident #2 (Template) Template Incident Semi-Automated Workflow #2 RunBook #1 RunBook #2 RunBook #3

  9. Operations Manager ! Alert Connector Template AutomatedIncident #1 (SCOM) Incident Failed to resolve Incident. Automated Workflow #1 RunBook

  10. AutomatedIncident #2 (Self Service) Failed to fix computer. Incident Automated Workflow #2 RunBook

  11. Automate Incidents… …to save time for yourselfbutmostimportantly for yourcustomer. …to improvequality. …to ensurecorrectreport data. …to finallymove from 80% time in support to 80% time in development. Business Value Added Application Development Support and Operations ITSilos IT Budget Infrastructure and Facilities IT Budget IaaS IT Budget

  12. Tack!Glöm nu inte att fylla i utvärderingarna!

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