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ITSM for TCCSA. Information Technology Service Management (ITSM) founded on Information Technology Infrastructure Library (ITIL). Presented by Per Mikkelsen, AlfaPeople Erik Hoiden, AlfaPeople. Agenda. AlfaPeople as your partner ITIL / ITSM – Definition vs. Solution Processes Product

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itsm for tccsa
ITSM for TCCSA

Information Technology Service Management (ITSM)

founded on

Information Technology Infrastructure Library (ITIL)

Presented by

Per Mikkelsen, AlfaPeople

Erik Hoiden, AlfaPeople

agenda
Agenda
  • AlfaPeople as your partner
  • ITIL / ITSM – Definition vs. Solution
  • Processes
  • Product
  • Technical
  • Interfaces
  • Mobility
  • Demo
  • Implementation
point 1
Point 1

AlfaPeople in Brief

UK

(London))

Denmark (Copenhagen)

USA

(New York)

Sweden (Stockholm)

Mexico

(Querétaro)

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 consultancyhours/month

Poland(Warsaw)

Guatemala

(Guatemala City)

Costa Rica

(San José)

Germany (Hannover)

China (Shanghai)

Columbia

(Bogota))

Switzerland (Zurich)

Thailand (Bangkok)

Malaysia

(KL)

Brazil

(Sau Paulo))

Singapore

Chile

(Santiago))

alfapeople
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 
alfapeople itsm 20111
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
the customer care funnel
The Customer Care Funnel

External assisted

social / communities

Self assisted

portal

Agent assisted

contact center

On site care

field service

changing face of customer care
Changing Face of Customer Care

+Social

+Self service

-Voice

+Mobile

source control for solution components
Source Control for Solution Components

DevCRM

Server/Org

Export/unpack

Dev

Machine

Sync/check-in

Pack/import

Source

Control

Sync/check-out

integration patterns
Integration patterns

Process Integration

Data Integration

User Interface Integration

ui integration options
UI Integration Options

Customizations, Mashups, Productivity Tools

Map Visualizations, Editable grids, Data Feeds

microsoft dynamics crm mobile
Microsoft Dynamics CRM Mobile

iPhone & iPad

Blackberry

Android

Windows Phone 7

Connects to Online or

On-Prem (IFD) Microsoft Dynamics CRM

Subscription based

Offline Access

Multiple Languages

Up to

3 devices

per user

core security principles
Core Security Principles

Authentication

Who are you?

Verify user’s Identity

Authorization

What are you allowed to do?

Grant or Deny Permissions

When did the change happen?

Audit Data Access

Accountability

alfapeople itsm 2011 authentication models
AlfaPeople ITSM 2011 Authentication Models

On-premises Intranet

On-premises/ Internet facing/Hosted by Partners

Online hosted by Microsoft

Deployment

Model

Relying

Party

Identity :

per@alfapeople.com

alfapeopleus\per

per@live.com

AD or any

other identity store

AD or any

other identity store

Windows

Live ID/ Windows Azure™ AD/Windows Server® AD

Identity provider

(Security token Service)

Integrated Windows Authentication or

any standards compliant service like ADFS 2.0,

ACS 2.0

role based security
Role Based Security

Account

Security Role

Contact

Privileges

Incident

Organization

Parent\Child

BU

Teams to span BU’s

Access Levels

Business

unit

User

field level security
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
Authorization - In Summary
  • 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)
product roadmap
Product Roadmap
  • Status means progress towards being certified
project risk model
Project Risk Model
  • All implementations based on Microsoft’s Implementation Framework SureStep
  • Diagnostics/Analysis
    • Business Cases
    • Fit/Gap Analysis
  • 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

agile implementation approach
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.
slide36
Q & A

You can contact us at:

  • Per Mikkelsen pgm@alfapeople.com
  • Erik Hoiden emh@alfapeople.com
  • AlfaPeople www.AlfaPeople.com