Beruflich Dokumente
Kultur Dokumente
Jason Owens
Brian Dunbar
IT
Governance
-
Supervisor
CDW
Agenda
Who
is
CDW
Managed
Services?
Event
Management
Overview
Challenge:
Disparate
process
ownership,
low
quality
events
resulRng
in
low
quality
incidents
SoluRon:
Event
Management
applicaRon
in
ServiceNow,
with
improved
process
ownership!
QuesRon
and
Answer
Who
we
are
Market-leading
provider
of
integrated
Event
Management
Event
Management
Detect
events,
make
sense
of
them,
determine
appropriate
acRon
AcRviRes
Monitor
Correlate
Alert
Act
Scope
Systems
ApplicaRons
Environmental
Mechanical
Security
User
Experience
2014
ServiceNow
All
Rights
Reserved
The
Challenge:
Disparate
process
ownership,
low
quality
events
resulRng
in
low
quality
incidents
10
Challenges
Technology
High
number
of
duplicate
Incidents
High
number
of
Incidents
generated
due
to
known
maintenance
Dicult
for
Incident
Management
teams
quickly
to
see
trends
Limited
monitoring
informaRon
passed
to
Incident
Management
Manual
event
correlaRon
Process/governance
Limited
ability
to
audit/control
alarm
lters
Ensuring
quality,
acRonable
incidents
for
our
customers
Disparate
ownership
by
technology
11
Monitoring
Infrastructure
ITSM
Incident
Records
12
Network
Tech
Owner
Server
Tech
Owner
UC Tech Owner
Storage
Tech
Owner
Monitoring
Tool
Admin
Governance
13
14
15
Process/Governance
Single
owner
with
IT
Governance
team
Improve
visibility
to
process/tools
Standardize
Improve
value
to
customers
16
Monitoring
Infrastructure
Incident
Records
Event
Records
Change
Records
17
18
2. Priority
3. CI
4. Task
3
4
19
1
2
20
21
Change
Event
Event DeniIons
Incident
Event
Events
Event
Change Task
22
Step
4:
UI
ConsideraIons
Related
Lists
UI AcRons
Fields
Warnings
23
Event
Mgmt
Process
Owner
Network
Tech
Owner
Server
Tech
Owner
Monitoring
Tool
Admin
UC
Tech
Owner
Storage
Tech
Owner
24
The
Result
Improved
Eciency
Total Incidents
90000
70000
60000
50000
Decreased MTTR
30000
Jan 14
Dec 13
Nov 13
Oct 13
Sep 13
Aug 13
Jul 13
Jun 13
May 13
Apr 13
Process
Ownership
Single
tool,
greater
visibility
20000
Mar 13
Process Improvement
40000
Feb 13
Improved Quality
80000
Total Incidents
25
Top
Takeaways
Event
Management
is
an
important
process
26
27
Jason Bowra
Jason Owens
CDW
CDW
jason.bowra@cdw.com
jason.owens@cdw.com
Brian
Dunbar
Supervisor
IT
Governance
CDW
2014
ServiceNow
All
Rights
Reserved
brian.dunbar@cdw.com
28