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BMC REMEDY SOLUTIONS

ACHIEVING EXCELLENCE IN ITG AND ITSM


TEEMBRAINS
Our & BMC REMEDY
Five-Week BMC REMEDY IMPLEMENTATION SERVICES
 Pool of BMC REMEDY CLARITY ACHIEVING EXCELLENCE IN ITG AND ITSM
certified consultants
Effective Information Technology (IT) Service Management requires the right mix of products, people, and
 ITSM 7 Trained process:

 Process, Strategic, Functional,  Implementation and deployment of ITSM tools and procedures
Technical, Training and  Staff trained in best business practices such as ITIL
Professional Services Practice  Optimization of services through analysis and trending
Groups
TeemBrains is a market leader in providing the Functional, Technical, Integration and Business Intelligence
 ITG 360 Solution with PPM expertise needed to help BMC REMEDY users achieve faster ROI and service optimization. TeemBrains
and EAI practice and solutions BMC REMEDY practice staff has extensive experience in all phases of ITSM Implementation. Guiding the
Client’s IT Services Management and Asset Management teams in ITSM/ITIL advanced concepts is the key
 Operations and clients across to achieving the most from you IT investment.
the US, Europe and South Asia
Functional Management Consulting

 Development of a customized ITSM implementation approach that satisfies the client’s unique
business needs in:
 Issue Tracking – quick closure with high customer satisfaction
 Change Management –minimal disruption, optimal resource utilization
 Asset Management – meet Sarbanes-Oxley requirements and manage return on investment

 Motivate and mentor stakeholders so that they get the most out of ITSM product features.
TeemBrains expert work with:
ITSM 7 OVERVIEW  CXO – How to leverage their investment and optimize work performance
Service Level Agreement  Functional Area Management - To understand the management features of tool
 Support Staff – Make them power users of new tools and how to simply their job
Help Asset Change
Desk Mgmt Mgmt Technical Consulting
Asset Discovery
Leveraging “best practices” learned during numerous ITSM implementations, TeemBrains technical
Network Monitoring consultants work with IT infrastructure and application implementation teams to rapidly deploy each
ITSM solution:
 Network Monitoring – Automate
asset health status and generate  Software Deployment - installation, customizations, troubleshooting, bug fixing, application
trouble tickets as necessary patching and software upgrades.
 Asset Discovery – Automate  Initial Configuration & Data Load – transform and load data from your existing ITSM application if
asset recognition required. Provide direction in gathering new information not previously managed in an ITSM
 Help Desk - Track and work on solution i.e. external files paper or other software application.
break/fix incidents and small
move/add/change requests Enterprise Integration
 Asset Management – The
repository for all aspects of the TeemBrains specializes in Activity Based Management; bring together all the various activities in your
asset life cycle organization by sharing data.
 Change Management - Track and
work on medium to large  Integration with Enterprise Applications
move/add/change requests  Resource & Financial Management: PeopleSoft, SAP, Oracle; PPM – CA CLARITY
 Service Level Agreement –  Business Process & Data Integration strategy, architecture, design, and implementation using
Monitor and proactively manage TeemBrains proprietary Enterprise Application Integration tools.
customer expectations and
satisfaction

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IT Governance Activity Based Management for IT using BMC REMEDY
- managing IT as a business

Traditionally, IT resources have been funded as a


“General and Administrative (G&A)” expense:

 Spending often was based on perceived value


rather than verifiable “return on investment (ROI)”

 Allocation of IT resources to individual business


units was typically based on a percentage of user
population rather than actual cost to provide

 Accounting for IT product and service resources was


based on apportioned acquisition costs rather than A key Information Technology Governance challenge is the identification, assignment,
the cost of providing for each activity and asset tracking and charging for the work done in response to user requests. A major
entertainment industry client was using the BMC REMEDY Help Desk System to identify and
The increased focus on “transparency” of business
operations reporting and decisions created by the
manually assign work request and operations incidents to individual resources for
Sarbanes-Oxley Corporate Governance Act demands resolution. Separately, CA Clarity’s planning, scheduling and financial functions were used
that: to manage and charge for the IT services rendered. The TeemBrains Workflow
Management Solution has been implemented to integrate the BMC REMEDY Help Desk
 Decisions are made on the actual costs to provide system and the CA Clarity Project Portfolio System to provide the following enhance
the service to individual business units – cost to functionality:
serve
WORK REQUESTED
 Charges for IT resources is based on the costs of
individual activities
All work originates as a “Work Request” within the help desk. Help Desk personnel use the
- Activity Based Management help desk system to record work requests and to communicate status to requestors. Typical
Work Requests include:

 “Incidents” to fix a problem with existing functionality


 “Enhancements” to increase the functionality of an existing system
 “Additions” such as add a new system.

WORK ORIGINATED
TEEMBRAINS BMC REMEDY All Requests are processed within the help desk system where they are identified to a
SOLUTIONS tracking number, a system or an asset, a client, a type, a category, and the work
ACHIEVING EXCELLENCE IN ITSM
performance group. Once approved, the Request is sent to the TeemBrains Workflow
Implementations across multiple verticals; Management Engine for processing in CA Clarity PPM.

Entertainment, Healthcare, Government, WORK MANAGED


Manufacturing, High Tech, Retail, Banking, The TeemBrains Workflow Management Engine inserts the Request into the CA Clarity PPM
Finance and Insurance based on the information that has been tagged to the request. Large Enhancement
requests create a Project with all the pertinent information inserted from the help desk
Sample Client List: system. Small Enhancements are inserted as tasks into the group’s small enhancement
annual plan and include the system and group information from the help desk system.
 Conoco Phillips Incidents are inserted as tasks into the group’s incident annual plan. Within the CA Clarity
 SanDisk PPM, Resource Management and Portfolio Management are conducted to ensure the most
 Kohl’s important work gets the required resources.
 CDW
 UBS Bank WORK BILLED
 Warner Bros.Studios
All actual cost information is collected in PPM’s financial module where costs are allocated
 Sybase
to clients based on the business rules configured. From this, client internal or external
billings are prepared.

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© TeemBrains, Inc. All Rights Reserved.
TeemBrains BMC REMEDY SOLUTIONS

TeemBrains – BMC REMEDY SOLUTIONS

PRODUCTS AND TOOLS


* Remedy Atrium CMDB with Microsoft SMS Integration using EIE Available on CD/Download
* Remedy EAI Available as Solution

STRATEGIC CONSULTING
* eXAM – ITSM Assessment and Roadmap – Five Day Intensive Fixed Price Option
* ITIL Assessment and Alignment Roadmap Fixed Price Option

IMPLEMENTATION SERVICES
* Remedy ARS 7 Platform Upgrade
* Remedy ITSM 7 Full Application Suite Installation
* Remedy ITSM 7 Helpdesk (Incident, Problem) Installation
* Remedy ITSM 7 Change Management (Change) Installation
* Remedy ITSM 7 Asset Management (Asset Management, CMDB) Installation
* Remedy ITSM 7 Application Upgrade Services

CUSTOM SOLUTION
* Activity Based Management/Chargeback Allocation Solution

INTEGRATION
* Remedy Custom Interface Development Fixed Price Option
* Remedy with PPM Applications Integration Fixed Price Option
* Remedy with MS SMS Integration (Advanced/Custom) Fixed Price Option
* Remedy Atrium CMDB Data Population & Integration (SMS, Tivoli, Altiris, etc)

OFFSITE AND NEARSHORE SERVICES


* Remote Hosting, Administration and Maintenance (L1-L3)
* Application Localization (Multi-lingual) Development Expertise

PROFESSIONAL SERVICES
* Remedy System Administrators, Functional and Technical Consultants
* ITIL Certified ITSM Expert Implementers

For more information on TeemBrains or contact sales:

Email: info@teembrains.com
Visit: www.teembrains.com

Phone: In US - 561-306-1656 or 510-402-4122 or 614-202-1300


In Mexico: +52 1 (81) 1077 0885
In India: + 91 9884333980

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© TeemBrains, Inc. All Rights Reserved.

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