Transcript Moving to the Cloud Office365, Azure, and Intune

Nathan Lasnoski
What were the key project goals?
This roadmap will suggest significant changes for Johnson Controls in the forms of process and technology
deliverables. The key deliverables of the roadmap are:
•
ITSM Process Framework. The current ITSM processes will be normalized as they are moved into
the tool, with a goal toward simplifying the way we organize IT.
•
Visibility and KPIs. IT will be better able to set goals and measure success through reports,
dashboards, scorecards that articulate key performance indicators.
•
Configuration and Asset Transparency. A transparency will be provided to the assets in the
business as well as the configuration items and ultimate business services they support.
•
Ticketing and CMDB Replacement with System Center. The clear focus of the project is to
facilitate the replacement of Remedy as a mechanism for risk mitigation, as well as preparing the
platform for future deliverables.
•
Access Anywhere. End users and IT can access the IT services environment from any type of device,
from anywhere on the corporate network. This includes desktops, laptops, macs, iPad, iPhone,
android, and Windows phone.
•
Rich Office365 Integration. The SharePoint conversion will serve the users of the new ITSM
environment well, by providing Lync ticketing integration, e-mail interaction with approvals,
calendaring, and an SharePoint centric portal.
•
Automation and Deployment. The current wins in the automation space will be extended into other
service management functions, enabling clear ROI around process automation.
•
Self Service. A modern, self-service process and experience for all users of IT services, especially
around knowledge and IM-an-Incident.
To be environment
 Integrated toolset leveraging single CMDB
 CMDB populated with all client, server,
application information and their relationships
 Incidents and requests tracked and linked to
system configurations and changes
 Facilitate root cause analysis by knowing
configuration items and their dependencies
 Capacity utilization and service levels
automated
Incident
Management
Capacity
Management
Change
Management
Problem
Management
Asset
management
Service Level
Management
Existing applications/processes
Currently in development
Planned for future phases
Service Request
Management
Reporting
- dashboards
- reports
Service
Catalog/
Portal
Service level
Management
Availability
Management
Availability
Application
Management
Incident
Management
Knowledge/
Portal
Incident
Troux
Service
Software
App
Knowledge
Management
Database
Change
Problem
Problem
Management
6
Hardware
Integrations
Change
Management
Costs
Financial
Management
Asset/
CMDB
Configuration
Management
End User
Directors and Executives
IT Directors and Executives
Analysts and IT Application Owners
Company Store
Intune
Workstation
Configuration
Manager
Knowledge
Service
Onboarding
Configuration and
Asset Data
Decision Making
Incident
Change Service Request Problem, Risk
Release
OM / VMM
Public Cloud
Servers
Servers
External, E-Bonding
Remedy
Orchestrator / SMA