IT Service Management Transformation High-Level Roadmap with AlarmPoint

TimeLine
RELEASE 0 RELEASE 1 RELEASE 2 RELEASE 3 RELEASE 4
10/30/2009 03/25/2010 07/15/2010 11/15/2010 03/10/2011
AlarmPoint Data & System Integration
Environment Available DEV / Proof of Concept Certification / Production

System Integrated HP Openview ITSM Blackberry / Mobile Gateway SCOM / MOM

Data Synchronization Load from ITSM Foundation Data Data Synch with ITSM Automated Ticketing

BMC Atrium & Remedy ITSM Workflow

Remedy Service Request Management (SRM) Pt 1 - End User Request Pt 2 – Internal Staff Request Pt 3 - Non-IT Request Pt 4 – Self Service Knowledge
Remedy ITSM Service Desk Incident Management Problem Mgt Pt 1 Problem Mgt Pt 2
Remedy ITSM Knowledge Management Knowledge Management
Remedy ITSM Change Mgmt CHM Pt 1 – Std Changes / No CCB CHM Pt 2 – CIs Attached CHM Pt 3 – CIs Attached
Remedy ITSM Asset Management Asset Mgt. Pt 1 - Purchasing Asset Mgt. Pt 2 - Contracts
BMC Atrium - Core & CMDB CMDB Pt 1 – All Catalogs CMDB Pt 2 – Legacy Data CMDB Pt 3 – Legacy Data CMDB Pt 4 – Service Models
BMC Atrium - Remedy Service Level Management SLM Targets Pt1 SLM Targets Pt2 SLM Targets Pt3 SLM Targets Pt4

BMC Atrium - Analytics and Reporting OOTB Crystal Reports BO Analytics Universe

BMC Atrium - Dashboards Dashboard Pods

ITSM Data & System Integration

Foundation Data SDE EIMS OIP eAuth

Notification / Email Ticketing eMail Engine Paging

Automated & Transfer Ticketing CA Unicenter Alarm Point HP Openview SIMS SCOM / MOM NTIA

CI & Asset Discovery SMS Big Fix Solar Winds eBonding

Distributed Server Option (DSO) DSO – Incidents DSO – Changes DSO – CIs / Assets

USDA Legacy System Decommission

Ticketing Merlin - Magic -SDE

Asset Management NCAP EAMS EATS LMS BridgeTrack TelTrac

Change Management Tracker CMS
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Glossary on page 2.
 Glossary
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IT Service Management Transformation High-Level Roadmap with AlarmPointBMC

AlarmPoint Data & System Integration ITSM Data & System Integration
Phrase Meaning Phrase Meaning
DEV/Proof of Concept Development environment used to initially configure the CI Configuration Item
toolset SDE Service Desk Express
ITSM Information Technology Services Management EIMS Enterprise Information Management System
SCOM/MOM System Center Operations Manager/Microsoft Operations OIP Office Information Profile
Manager eAuth Enterprise Authentication
Foundation Data Core data that drives all configurations in the ITSM product CA Unicenter Computer Associates Unicenter
BMC Atrium & Remedy ITSM Workflow
Phrase Meaning
Atrium Base underlying product the Remedy upon which the USDA Legacy System Decommission
application operates
Phrase Meaning
Remedy The actual name of the BMC toolset
Merlin-Magic-SDE Current incident tracking system
SRM Service Request Management
NCAP Network Connection Architecture and Performance
CMDB Configuration Management Database
EAMS Enterprise Asset Management System
CCB Change Control Board
EATS Equiment Acquisition Tracking System
Cls Attached Configuration Items
LMS License Management System
SLM Targets Service Level Management Targets
TelTrak ITS Telecommunications Tracking System
OOTB Crystal Reports Out-Of-The-Box
Tracker Configuration Management toolset
CMS Change Management System

For more information about ITSM, contact: [email protected]