Enterprise Systems Management ESM Vision and Rationale Manager

Enterprise Systems Management ESM Vision and Rationale Manager of Managers (MOM) Overview and Features Business Service Management (BSM) Overview and Features ESM Prospective and Overview Prepared by Dept. of Information Technology & Telecommunications, 25 October 2020

ESM - Vision • Enterprise Systems Management – Vision – The ESM systems will enable the City to proactively manage IT resources; automate problem tracking; monitor, maintain and enforce best practice change control; manage physical assets to ensure high availability, reliability, improve ROI; and leverage the current investments in existing resources. – Do. ITT has chosen the ITIL certified products – These solutions will be software driven and are intended to centralize the comparison, reporting and tracking of potential and ongoing network and application issues first internally, and then expanding these services to other agencies. Prepared by Dept. of Information Technology & Telecommunications, 25 October 2020

ESM - Rationale • Why Enterprise Systems Management? – Do. ITT in conjunction with other city entities recognized the need for End-to-End Monitoring of IT resources to ensure high availability and reliability. – By consolidating all of the alerts into a single console, it is possible to analyze the alert data to identify the root-cause of an incident, a problem or a potential problem and then achieve a quicker mean time to repair. – Along with monitoring, the development of a multi-agency, comprehensive Service Desk will provide complete customer service, which allows for notification and tracking of both potential and current problems/issues. When faults occur in any system, rapid identification is forwarded to managers and/or technicians with the impact details of these end-to-end performance failures. Prepared by Dept. of Information Technology & Telecommunications, 25 October 2020

ESM - Current: Silo, Separate Reporting Mainframe UNIX OSS Reports OSS Wintel Network Reports OSS Other Systems Prepared by Dept. of Information Technology & Telecommunications, 25 October 2020

ESM - Converged solution with automated provision • Network reporting will be the first platform to deliver fully converged solution OSS Network Reporting System OSS Network OSS Prepared by Dept. of Information Technology & Telecommunications, 25 October 2020

ESM - Objectives • Enterprise Systems Management - Objectives – An objective of the ESM project is to achieve economies of scale and produce the most cost effective technology solutions for the City of New York – to achieve this objective, the project has been staged as a multi-agency initiative. – Initially, Do. ITT will partner with FISA, but there is no limit to the number of agencies that can eventually benefit from the features of this service; the enterprise-wide nature of this solution will permit any agency to participate when they have the need to improve serviceability, reliability and availability. – The functions of Change Control and Asset Management will further ensure availability and will leverage the existing investment of all IT resources. Prepared by Dept. of Information Technology & Telecommunications, 25 October 2020

ESM Realtime Asset Monitoring • Single Panel View Prepared by Dept. of Information Technology & Telecommunications, 25 October 2020

ESM– Assurance Framework • Assurance Framework Prepared by Dept. of Information Technology & Telecommunications, 25 October 2020

ESM Products • ESM Products Service management software providing the ability to submit, monitor and manage help desk cases, change requests and asset inventory data. • Features of a BSM Software Suite: – Premier Products in the Market Place (ITIL Certified) – ITIL Best Practices built into an integrated IT Service Management application suite – Incident and Problem Management – Change Management – Configuration and Asset Management – All Applications reside on a ‘workflow engine’ that delivers services that will track any asset with a lifecycle Prepared by Dept. of Information Technology & Telecommunications, 25 October 2020

ESM - Prospective • Enterprise Systems Management Prospective – Each organizational unit’s technical staff/management will be able to proactively address potential problems and will have the ability to view and review data for problem determination and resolution. – In creating a centralized helpdesk at Do. ITT, experienced technicians can be dispatched to address problems at agencies requiring those skills, which may not be readily available internally and would require a financial outlay for the agency to source. – In addition, agencies will be able to use a web-based interface to access the centralized helpdesk application - minimizing the cost of housing and maintaining the application for each agency and allow the development of a knowledge base of problems and likely solutions, as a reference guide. Prepared by Dept. of Information Technology & Telecommunications, 25 October 2020

ESM - Overview • Enterprise Systems Management Overview Monitoring Suite Business Service Management • Manager of Managers (MOM) • Monitor our diverse architecture and inventory of hardware, software and the services that we currently provide • Single View for Alerts • Incident and Problem Management • Change Management ITIL • • • Optimize resources Utilization Reduce Cost Improve Availability Tune Capacity Increase Throughput • Configuration and Asset Management ESM Services Supported Agencies • Do. ITT • FISA • Future: Department of Sanitation, DCAS, the Buildings Department, the Department of Probation and others… Improve Scalability Prepared by Dept. of Information Technology & Telecommunications, 25 October 2020

Enterprise Systems Management • Questions and Answers Prepared by Dept. of Information Technology & Telecommunications, 25 October 2020

Contact Information Service Delivery: Michael Bimonte mbimonte@doitt. nyc. gov (718) 403 -8188 Help Desk: Vito Granato vgranato@doitt. nyc. gov (718) 403 -8243 ESM Project Management: James Lisnoff jlisnoff@doitt. nyc. gov (718) 403 -8688 Diane Witek dwitek@doitt. nyc. gov (718) 403 -8427 Prepared by Dept. of Information Technology & Telecommunications, 25 October 2020