ROUTES TO VALUE. Business Service Management: How fast can you get there?

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1 ROUTES TO VALUE Business Service : How fast can you get there?

2 BMC Software helps you achieve business value quickly Each Route to Value offers a straightforward entry point to BSM; a way to quickly synchronize resources and goals throughout the enterprise regardless of your starting point or critical requirements. Routes to Value are flexible, so you can choose a targeted entry point that addresses your organization s most pressing needs. Additionally, when you implement one Route to Value, you have a head start on implementing the others because they share underlying processes and BMC Atrium enabling technologies. achieve BMC Atrium is an open-architected foundation that offers information sharing and centralized across BSM Routes to Value as well as third-party solutions. As the core enabler for Business Service, BMC Atrium provides a shared data repository, unified service model, and common user and reporting interfaces to accelerate attainment of BSM. For example, the BMC Atrium Configuration Database (CMDB) contains complete, correlated data on all components in the IT infrastructure, with their configurations and their logical and physical relationships. BMC Atrium enabling technologies have been designed to fit into a heterogonous IT environment and interoperate with your existing IT operations and solutions, providing a comprehensive foundation for implementing a BSM strategy. Move from crisis to value delivery with Business Service The key to Business Service (BSM) is rapidly aligning IT resources and processes to directly support your most critical business objectives. Moving from a reactive mode focused on managing urgent crises to a more proactive role as a business enabler can be a daunting challenge for today s IT leader. PROVEN WAYS TO SPEED IT-BUSINESS ALIGNMENT The question is no longer whether you need to align IT with the business, it s how. BMC Software offers proven ways to accelerate IT-business alignment and realize near-term ROI based on our experience implementing more BSM solutions than any company in the industry. Supporting best practices such as ITIL, BMC Software helps you realize BSM benefits using an incremental approach to assess critical gaps in processes and technologies, optimize your current systems and only implement new solutions as needed. TAKE THE SHORTEST ROUTE TO BUSINESS SERVICE MANAGEMENT BMC Software designed Routes to Value to provide clear, incremental paths for BSM implementation. BSM Routes to Value are unified by BMC Atrium, a shared foundation technology that enables each Route to Value to leverage information and functionality from each other, creating an effective and manageable approach to attaining BSM. With BMC Software as your strategic partner, you can realize the benefits of BSM more quickly than you thought possible. SIMPLIFY AND STREAMLINE BSM DEPLOYMENT WITH ROUTES TO VALUE > Service Level > Incident and Problem > Infrastructure and Application > Service Impact and Event > Asset and Discovery > Change and Configuration > Capacity > Identity ROUTES TO VALUE ENABLING TECHNOLOGIES Service Level Integrated and predictive service level agreements End-to-end, user-based agreements Technical service level agreements BUSINESS SERVICE MANAGEMENT: ROUTES TO VALUE Incident and Problem Pre-incident problem resolution Multi-level problem and root cause analysis Incident handling Infrastructure and Application Bi-directional connection with business priorities Centralized, automated batch and online Basic component availability, scheduling and performance Service Impact and Event Linkage of IT service delivery to business objectives Event correlation and operational automation Event monitoring BMC Atrium View Asset and Discovery Asset lifecycle Basic asset Inventory discovery and identification BMC Atrium Reporting BMC Atrium Web Services BMC Atrium Service Model BMC Atrium Configuration Database BMC Atrium TM Change and Configuration Business-aware change Automated change orchestration Change process execution Capacity Prediction and automated provisioning Capacity planning Historical trending and usage reporting Identity Measuring access against policies for regulatory compliance Policy-based automation and password self-service Standardized administration and monitoring There are eight Routes to Value with discrete milestones along the way, each moving you from IT-focused service to BSM. Using a practical, staged approach, you can progress on one or more Routes to Value to achieve BSM objectives. Routes to Value share underlying enabling technologies that simplify implementation.

3 Service Level Incident and Problem Service Level Incident and Problem Integrated and predictive service level agreements Service Level implementation milestones provide measurable benefits and value as you progress from technical service level agreements to end-to-end, user-based agreements and on to integrated and predictive service level agreements. BMC Software is the right choice for helping you achieve best-practice service level because we: Pre-incident problem resolution Incident and Problem milestones provide measurable benefits and value as you move from simple incident handling to multi-level problem and root cause analysis and on to pre-incident problem resolution. BMC Software is the right choice for helping you achieve best-practice incident and problem because we: End-to-end, user-based agreements Technical service level agreements > Provide the foundation for enabling IT and business agreement to service levels that meet business priorities from the end-user perspective > Enable you to effectively monitor, measure and deliver the service levels customers expect from end to end > Integrate your service delivery objectives with a business service model that helps you meet current service levels and plan for future business needs > Boost ROI by reducing service level agreement violations; accelerate diagnosis of defect detection and problem resolution and increase end-user productivity Multi-level problem and root cause analysis Incident handling > Enable you to establish an automated workflow-based approach to managing incidents and problems > Help you implement an intelligent, enterprise-wide trouble-ticketing system with a searchable knowledge base and an escalation system that prioritizes incidents according to service levels > Leverage your existing investments through tight integration with third-party inventory discovery tools, network and systems products, ERP and CRM applications, Web Services and industrystandard interfaces > Increase ROI through improved service desk productivity: solve problems faster, reduce on-site help visits and lower service desk call volume Strengthen IT s ability to meet business demands by managing the relationships between IT resources and the customer experience. Link service desk and event to prioritize and align service support with business operations to minimize the adverse impact of disruptions. Most service level agreements are written by IT organizations in terms that IT understands. Unfortunately, the technical performance of individual components often has little to do with whether the business is getting what it needs. Service Level enables you to provide the highest quality IT service possible by: > Helping you understand the relationships between IT components and how they support the user experience so you can identify and resolve problems immediately > Optimizing performance for each business constituent by ensuring complete, transparent visibility between IT and the customer > Automating support functions by mapping service level agreements to technology services such as service desk and event monitoring, end-to-end transaction and reporting > Ensuring the highest quality of service and quality of experience from the end-user perspective Service Level provides a direct path to Business Service by managing at the business process level so you can improve the relationships between IT resources and the customer experience, as well as strengthen your ability to meet business-user demands. All too often, the service desk lacks the information it needs to restore normal service operation to the business quickly. With the increasing dependency of critical business services on IT, it is more important than ever to proactively identify, prioritize and resolve threats to service. Incident and Problem enables you to quickly restore full IT operations by: > Tying incidents, problems and service level agreements to critical business services > Accurately identifying assets and linking them with the business services they support > Consolidating disparate help desks into one service desk function > Seamlessly integrating your service desk with network and system functions Incident and Problem provides a direct path to Business Service by linking service desk and event, aligning service support with business operations to reduce disruptions. When disruptions occur, you can restore normal service operation quickly and reduce the adverse impact on the business.

4 Infrastructure and Application Service Impact and Event Infrastructure and Application Service Impact and Event Bi-directional connection with business priorities Infrastructure and Application milestones provide measurable benefits and value as you move from basic component level to centralized, proactive batch and online applications and on to business-aligned practices. BMC Software is the right choice for helping you achieve best-practice infrastructure and application because we: Linkage of IT service delivery to business objectives Service Impact and Event implementation milestones provide measurable benefits and value as you progress from basic event monitoring to event correlation and operational automation and on to linkage of IT service delivery to business objectives. BMC Software is the right choice for helping you to achieve best-practice service impact and event because we: Centralized, automated batch and online Basic component availability, scheduling and performance > Supply industry-leading, integrated solutions for managing heterogeneous environments that enable service impact and accelerate alignment with business requirements > Deliver intelligent, automated tools common across all platforms and applications to improve the productivity and cost-effectiveness of IT staff > Provide proactive mechanisms to identify and react to issues before service levels are impacted > Support bi-directional connection to business priorities, enabling business-driven problem resolution and IT resource allocation Event correlation and operational automation Event monitoring > Position you to move toward a more valuebased approach by bridging business and IT at the organizational, process and tool levels > Streamline and verify incident resolution based upon full understanding of the business impact > Improve ROI by prioritizing incident resolution for the most critical business services according to greatest revenue and expense impacts > Quickly identify the root cause of service delivery failures, enabling fast problem resolution Ensure IT achieves greater efficiency and business alignment by managing IT components to their potential impact on the business. Map technology components and services to business processes so you can prioritize IT actions based on their business impact. To achieve IT-business alignment, it is imperative that organizations implement a consistent methodology across the technology stack, automate repetitive tasks, and boast a well-instrumented infrastructure that supplies up-to-date information about critical availability, scheduling and performance issues. The result is greater efficiency, reduced costs and better alignment with business objectives. Infrastructure and Application enables you to significantly improve IT efficiency and reduce costs by: > Controlling all aspects of infrastructure with a common toolset across mainframe, distributed and desktop environments > Supporting heterogeneous application environments (e.g. SAP, WebSphere, PeopleSoft), with application-specific functionality > Deliver enterprise-wide batch that allows customers to prioritize batch and online workflows according to business relevance > Managing database assets in a centralized, automated and standardized fashion, which eliminates redundancies and inefficiencies and reduces the need for specialized database skills Providing business-relevant IT services is one of the biggest challenges IT organizations face. Most companies do not prioritize IT actions based on their business impact in order to proactively prevent business disruption. Service Impact and Event enables you to properly relate complex IT events and services to critical business services by: > Mapping IT components to the business services they support in a service model > Integrating event and monitoring capabilities with the service model to correlate events in real time > Quickly visualizing and understanding the root cause and impact of IT component availability on business services, end-users and key business metrics > Eliminating boundaries separating IT operations, the service desk and the business Service Impact and Event provides a direct path to Business Service by developing meaningful, tangible connections between the IT organization that delivers services and the business constituents who use them. Infrastructure and Application provides a direct path to Business Service because a controlled and connected infrastructure is a prerequisite to aligning IT operations with business services.

5 Asset and Discovery Change and Configuration Asset and Discovery Change and Configuration Asset lifecycle Asset and Discovery implementation milestones provide measurable benefits and value as you move from inventory discovery and identification to basic asset and on to asset lifecycle. BMC Software is the right choice for helping you achieve best-practice IT asset and discovery because we: Business-aware change Change and Configuration implementation milestones provide measurable benefits and value as you progress from change process execution to automated change orchestration and on to business-aware change. BMC Software is the right choice for helping you achieve best-practice change and configuration because we: Basic asset Inventory discovery and identification > Deliver automated best-practice lifecycle, contractual and financial control right out of the box > Provide a full suite of tools for automated element, configuration and relationship discovery > Offer the industry s most comprehensive and configurable solution > Increase ROI for all IT projects through improved IT asset control, including the elimination of manual inventory processes, redistribution of surplus hardware and software assets, reduction of costs and improvement of returns on capital Automated change orchestration Change process execution > Streamline the change lifecycle with process-based change solutions > Offer policy-based configuration solutions that automate the packaging, configuration, provisioning and repair of software > Enable you to implement a configuration database (CMDB) that allows all processes to utilize a common source of information > Increase ROI by improving productivity and availability through automated, bettermanaged change and by reducing costs through automated patch deployment Locate, categorize and manage the lifecycle of all the devices and applications in the IT infrastructure to better support business operations and initiatives. Gain control of the IT environment and automate the entire change lifecycle in order to reduce the business impact of changes. IT assets have high turnover and mobility, outpacing the IT organization s ability to effectively track them. Without effective tracking, the business cannot efficiently deliver agreed-upon service levels or cost-effectively allocate resources. As a result, the business incurs higher costs in both expenses and lowered productivity throughout the organization. Asset and Discovery enables you to maximize the value of all your IT assets by: > Discovering and capturing data about the assets you already have in place > Reconciling all your interrelated asset data in a centralized repository > Automating workflows for best-practice lifecycle, contractual and financial controls over all existing and future assets > Offering an open architecture Configuration Database, the BMC Atrium CMDB (CMDB) that can accept input from multiple sources, effectively reconcile data discrepancies and can be shared by other IT processes such as change and incident and problem Asset and Discovery provides a direct path to Business Service by locating, categorizing and managing the lifecycle of assets in the IT infrastructure, then using detailed asset information to better allocate existing resources and justify future purchases to meet business needs. You may already have a change process complete with documented change requests and approval steps. But how many personnel resources does it require on a regular basis? How much more efficient could your change implementation be if it were automated and based specifically on business impact? Change and Configuration enables you to reduce the business risk of IT changes by: > Identifying the components and interdependencies of the IT environment and making decisions based on a business service impact model > Automating the change lifecycle and integrating with tools that implement effective IT environment changes to streamline response to change requests > Maintaining and enforcing desired configurations by detecting and resolving non-standard configurations throughout the IT environment Change and Configuration provides a direct path to Business Service by enabling you to manage the IT environment and the entire change lifecycle in order to ensure that changes can be implemented quickly and correctly in the production environment and that critical business services are unaffected by improper changes.

6 Capacity Identity Capacity Identity Prediction and automated provisioning Capacity milestones provide measurable benefits and value as you move from historical trending and usage reporting to capacity planning and on to prediction and automated provisioning. BMC Software is the right choice for helping you to achieve best-practice capacity and provisioning because we: Measuring access against policies for regulatory compliance Identity implementation milestones provide measurable benefits and value as you move from standardized administration and monitoring to policy-based automation and password self-service and on to measuring access against policies for regulatory compliance. BMC Software is the right choice for helping you to achieve best-practice identity because we: Capacity planning Historical trending and usage reporting > Deliver a comprehensive toolset to ensure that all performance and capacity aspects affecting business services are provided effectively, leveraging appropriate technologies while minimizing costs and service level risks > Help build a structured, repeatable process so that IT resources are provisioned as business needs dictate > Provide analytics that identify the complex relationship between business cycle variances and the resource capacity requirements to enable intelligent, just-in-time resource provisioning > Increase ROI by optimizing resource utilization, match capacity with demand, reduce capital hardware costs, increase system availability and improve end-user productivity Policy-based automation and password self-service Standardized administration and monitoring > Offer a decade of experience in successful deployments for our identity customer base > Enable business-aware identity provisioning that can establish access rights based on a department s needs or an individual s job responsibilities > Implement an automated approval workflow process that streamlines requests, assignments and tracking > Deliver policy-based administration solutions that enforce password policies and change requirements > Integrate identity and enterprise change to accommodate both technology and organizational change Match capacity to business requirements more efficiently to avoid capacity shortages or underutilization, and predict resource requirements to costeffectively meet service level agreements. Within seconds, business needs can change. IT must be ready to manage the impact of these changes and effectively provision resources. Without the ability to predict needs, you risk underutilization or even worse, capacity shortages. Capacity enables you to proactively streamline resources efficiently by: > Collecting performance metrics in a central data store for analysis of usage trends, capacity requirements and future investments based on business needs > Setting achievable service level goals that properly account for the business impact of resource changes > Using predictive modeling and scenario planning to optimize capacity and identify performance requirements before response time problems occur > Centralizing and automating dynamic provisioning of IT resources > Eliminating over- or under-configuration through advanced modeling capabilities > Evaluating the potential for resource virtualization > Dynamically provisioning and reallocating hardware and software resources based on immediate or predictive workload demand or operational conditions to meet required business service levels Capacity provides a direct path to Business Service and improves on-demand environments by matching capacity to business needs while improving resource usage efficiency. This enables you to predict resource requirements in order to meet service level agreements while minimizing cost. Centrally manage identities and access privileges to assure that access to all distributed systems is coordinated with business policies and regulations. Protecting mission-critical data and assets is a business imperative. But making certain that the right people have access to the right information at the right time, without impeding productivity, poses a consistent challenge for most organizations. Identity enables you to protect your business from destructive intrusion by: > Determining who has access and which systems warrant access and governance monitoring > Defining access procedures in accordance with relevant policy and governance requirements, such as Basel II and Sarbanes-Oxley > Quickly and accurately provisioning access to resources and applications, automating where appropriate with measures such as approval workflow and self-help password resets > Automatically notifying IT staff of security access incidents and taking policybased remediation steps > Providing flexible reporting capabilities to demonstrate compliance with policy or governance requirements Identity provides a direct path to Business Service by enabling centralized of identities and access privileges, reducing operational costs and assuring that access is coordinated with business policies and regulations.

7 A global success network Our technology and global partnerships are focused on helping you build the most comprehensive and robust Business Service solutions available. BMC Software partners with the world s largest information technology suppliers and systems integrators, each of whom incorporate best practices in their implementations and strategies. We also have an extensive network of resellers around the world to help you get the solutions you need, anytime, anywhere. With our combination of leading solutions, a global support network and Routes to Value, you can be sure you have the resources and expertise you need to successfully align IT with business priorities. FIND OUT HOW BSM CAN WORK FOR YOU TODAY For more information about getting started with Business Service Routes to Value, contact your BMC Software account representative or visit us on the Web at BMC Software, Inc. [NYSE:BMC], is a leading provider of enterprise solutions that empower companies to manage their IT infrastructure from a business perspective. Delivering Business Service, BMC Software solutions span enterprise systems, applications, databases and service. Founded in 980, BMC Software has offices worldwide and fiscal 004 revenues of more than $.4 billion. For more information about BMC Software, visit BMC Software, the BMC Software logos and all other BMC Software product or service names are registered trademarks or trademarks of BMC Software, Inc. All other registered trademarks or trademarks belong to their respective companies. 004 BMC Software, Inc. All rights reserved /05