ITSM for TCCSA

1. ITSM for TCCSA Information Technology Service Management (ITSM) founded on Information Technology Infrastructure Library (ITIL) Presented by Per Mikkelsen, AlfaPeople Erik Hoiden, AlfaPeople

2. Agenda • AlfaPeople as your partner • ITIL / ITSM – Definition vs. Solution • Processes • Product • Technical • Interfaces • Mobility • Demo • Implementation

3. Point 1 AlfaPeople in Brief UK (London)) Denmark (Copenhagen) USA (New York) Sweden (Stockholm) Mexico (Querétaro) Facts: 12 Countries +280 employees Europe: CRM (75 employees) SharePoint (25 empl.) AX (45 employees) Americas: CRM (65 employees) AX (70 employees) ____________________ AlfaPeople Group: Delivers +30.000 consultancyhours/month Poland(Warsaw) Guatemala (Guatemala City) Costa Rica (San José) Germany (Hannover) China (Shanghai) Columbia (Bogota)) Switzerland (Zurich) Thailand (Bangkok) Malaysia (KL) Brazil (Sau Paulo)) Singapore Chile (Santiago))

4. AlfaPeople • 3rd Largest Global Microsoft CRM Partner • Most CRM customers and references internationally • Microsoft Dynamics CRM Partner of the Year 2009/10 in Western Europe • Inner Circle Member (top 1% Dynamics partners) • Member of 2011 TAP Program (1of 10 Microsoft CRM partners worldwide to help Microsoft on future versions of Microsoft CRM) • Microsoft Gold Certified Partner since 2005 

5. ITIL / ITSM for TCCSA

6. Past?

7. What is ITIL

8. AlfaPeople ITSM 2011

9. AlfaPeople ITSM 2011 AlfaPeople ITSM Suite 2011 integrates the following processes to allow full customer service lifecycle management, including: • Incident Management • Request Fulfilment • Problem Management • Change Management • Release/Deployment Management • Service Portfolio • Service Catalogue • Configuration Management • Asset Management • SLA Management • Portal

10. AlfaPeople ITSM 2011

11. Key Features in ITSM

12. Why Build on Microsoft Dynamics CRM?

13. The Customer Care Funnel External assisted social / communities Self assisted portal Agent assisted contact center On site care field service

14. Changing Face of Customer Care +Social +Self service -Voice +Mobile

15. Service Level Agreements

16. Source Control for Solution Components DevCRM Server/Org Export/unpack Dev Machine Sync/check-in Pack/import Source Control Sync/check-out

17. Integration patterns Process Integration Data Integration User Interface Integration

18. UI Integration Options Customizations, Mashups, Productivity Tools Map Visualizations, Editable grids, Data Feeds

19. Microsoft Dynamics CRM Mobile iPhone & iPad Blackberry Android Windows Phone 7 Connects to Online or On-Prem (IFD) Microsoft Dynamics CRM Subscription based Offline Access Multiple Languages Up to 3 devices per user

20. Mobility – iPad Interface

21. Microsoft Confidential Microsoft Metro User Interface

22. Core Security Principles Authentication Who are you? Verify user’s Identity Authorization What are you allowed to do? Grant or Deny Permissions When did the change happen? Audit Data Access Accountability

23. AlfaPeople ITSM 2011 Authentication Models On-premises Intranet On-premises/ Internet facing/Hosted by Partners Online hosted by Microsoft Deployment Model Relying Party Identity : per@alfapeople.com alfapeopleus\per per@live.com AD or any other identity store AD or any other identity store Windows Live ID/ Windows Azure™ AD/Windows Server® AD Identity provider (Security token Service) Integrated Windows Authentication or any standards compliant service like ADFS 2.0, ACS 2.0

24. Authentication – In Summary

25. AlfaPeople ITSM 2011 – Authorization Model

26. Role Based Security Account Security Role Contact Privileges Incident Organization Parent\Child BU Teams to span BU’s Access Levels Business unit User

27. Field Level Security • Scope of field level access is Global . • Adaptive UI in clients (Web, Microsoft Outlook®, Mobile) • All components of the application – Reports, Search, Offline, Filtered Views, Auditing, Duplicate detection play by FLS Rules. • Secured data is never sent to the clients when user does not have access • ISVs can extend Field Access rules using SDK • Users can share secured fields

28. Authorization - In Summary • Role Based Security • Create custom set of privileges in your organization structure • Assign roles to teams • Team based security allows users to work in groups • irrespective of their physical location • Records Sharing where team based security doesn’t apply • Field level security for granular access right to fields (columns on a record)

29. Product Demo

30. Demo Scenario’s

31. Product Roadmap • Status means progress towards being certified

32. Implementation Approach

33. Project Risk Model • All implementations based on Microsoft’s Implementation Framework SureStep • Diagnostics/Analysis • Business Cases • Fit/Gap Analysis • Development – Agile • Work Break-down (sprint cycles) • Active involvements of users (direct feedback) – regular meetings • Continuously adjustments • Implementation (Repeating Rollouts) • Preparation (production systems, data, training) • Go Live Risk Decision: GO/NO-GO Decision: GO/NO-GO Decision: GO/NO-GO

34. Change ManagementDifferent levels – Equally important

35. Agile Implementation Approach • Agile Project Type is associated with an iterative, incremental process for developing Microsoft Dynamics Solutions. • This Project Type gives you greater control over the final solution because you can quickly change the direction of solution development and implementation from one sprint cycle to the next.

36. Q & A You can contact us at: • Per Mikkelsen pgm@alfapeople.com • Erik Hoiden emh@alfapeople.com • AlfaPeople www.AlfaPeople.com

37. Dashboards

38. Incident Management

39. Service Requests

40. Problem Management

41. Change Management

42. Advanced Search