TEXTUR~21 ibm_white_logo_300dpi IBM IDC Brno © 2006 IBM Corporation OnDemand_wh_bl CSO VUT FI 5/18/2014 CSO VUT FI 5/18/2014 Management and reporting of IT services: CSO Mariusz Hudeczek To replace the title / subtitle with your own: Click on the title block -> select all the text by pressing Ctrl+A -> press Delete key -> type your own text 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 2 CSO VUT FI 5/18/2014 Obsah prezentace §CSO v konceptu IDC §CSO – uvedení do problematiky §Teamy v rámci CSO §Problem management §Change management §Avalibility management §Reporting A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 3 CSO VUT FI 5/18/2014 CSO v konceptu IDC §Cíle: §Standardizace: procesů, nástrojů, rolí §Automatizace: eliminace manuální práce §Konsolidace: soustředění procesů § §Kompetence: §SSO §NSD §DCS §CSC §OIS §CSO § § § IDC – standardizace poskytovaných služeb a technologií, dodávaných definovanými kompetencemi, umístěnými na centralizovaném místě. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 4 CSO VUT FI 5/18/2014 CSO: vysvětlení pojmů § §CSO §Customer Service Operation 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 5 CSO VUT FI 5/18/2014 CSO: Poslání/úloha/cíle §Poslání: § Kontrola, řízení a podpora procesů probíhajících v rámci IBM. § §Cíle: §Spokojenost zákazníka §Poskytnutí servisu podle podmínek kontraktu §Soulad s IBM standarty §Řízení a kontrola §Koncentrace na podporu zákazníka A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 6 CSO VUT FI 5/18/2014 CSO: Obsah činnost §Oblasti činnosti: §Řízení •Problem Management •Change Management •Availibility Management •SLA Management §Kontrola •Procesů •Dokumentace §Reportink •Informační reporty •Kontrolní reporty §Správa nástrojů § §Týmy: §SMDC P&C Management §SMDC Reportink § § 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 7 CSO VUT FI 5/18/2014 CSO: SMDC P&C Management (SM) §Problem management •Sledování otevřených problémů severity 1 a 2 •Kontrola severit •Kontrola RCA •Získávání dat •Eskalace •Řízení problémů §Change management •Sledování otevřených change tiketů •Aktualizace change requestů •Poskytnutí podpory procesů §SLA management •Podpora DPE při sledování SLA §Availability Management •Major incident management, Manager on Duty process A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 8 CSO VUT FI 5/18/2014 CSO: SMDC Reporting §Reporty –Kontrolní: SLA, počet tiketů, severita tiketů,… –Informační: počet sametimových meetingů… §Reporty pro IBM –Data od všech kompetencí –Umístění – Web Repository –Správa přístupů do Web Repository §Reporty pro zákazníka - „Packages“ §Kontaktní tým pro konzultace nad reporty §Správa dokumentace k reportům § § A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 9 CSO VUT FI 5/18/2014 CSO – SMDC (Service management + reporting) 3rd Parties, eg AT&T ABB x Application Suuport & Development S.L.A.s SRs SIP Change ESC. r E 2 E P R O C E S S E S DELIVERY GROUPS IBM CUST 3rd P SSO CSC DSC ITS SEC OIS SDM Processes Problem,Change,Availability,IT Service Cont., SLA Mgt, Servive reporting Delivery Processes IBM SMDC User Help Desk Controller Front Office Functions - Escalation - Information - Approval - Customer Contact - Reporting customer - Major Incident Mangement Coordinator Back Office Functions - Problem Management - Change Management - Alerting - Reporting Back Office Local In Country DPE Regional DPE SDM Global DPE Local In Country IBM Support team C U S T O M E R Escalation path Day to Day interfaces Local In Country Service Mgr 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 10 CSO VUT FI 5/18/2014 Problem Management A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 11 CSO VUT FI 5/18/2014 Definice problému: Událost, která způsobuje ztrátu nebo potencionální možnost ztráty dostupnosti, nebo výkonu řízených zdrojů či spravovaného prostředí. V tomto jsou obsažené chyby systémů, sítí, pracovních stanic, hardwaru, softwaru a aplikací. A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 12 CSO VUT FI 5/18/2014 Mise problém managementu: Problém management minimalizuje dopad jakéhokoliv incidentu v IT infrastruktuře na výrobu a zajišťuje prevenci výskytu incidentu v budoucnosti. A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 13 CSO VUT FI 5/18/2014 Průběh problému: A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 14 CSO VUT FI 5/18/2014 Key Performance Indicators – měřené hodnoty: Measurement Definition Criteria Target Ranking PM KPI1 Percentage of problems not accepted by Problem Resolver within one day no of problems not accepted within one day / no of all problems > all problems within IBM resolver groups > difference between Date/Time opened and Date/Time accepted by Resolver < 5% 5% - 10% > 10% PM KPI2 Number of severity 1 problems not fixed in contracted target no of all Sev. 1 problems fixed in contracted target / no of all Sev. 1 problems > all severity 1 problems within IBM resolver groups > Date/Time solved is later as Target Date/Time < 5% 5% - 8% > 8% PM KPI3 Number of severity 2 problems not fixed in contracted target no of all Sev. 2 problems fixed in contracted target / no of all Sev. 2 problems > all severity 2 problems within IBM resolver groups > Date/Time solved is later as Target Date/Time < 10% 10% - 15% > 15% PM KPI4 Number of severity 3 and 4 problems not fixed in contracted target no of all Sev.3 and 4 problems fixed in contracted target / no of all Sev.3 and 4 problems > all severity 3 and 4 problems within IBM resolver groups > Date/Time solved is later as Target Date/Time < 5% 5% - 10% > 20% PM KPI5 Percentage of problems not closed within three days after solving no of problems not closed within three days after solving / no of all problems > all problems within IBM resolver groups > difference between Date/Time solved and Date/Time closed < 5% 5% - 10% > 10% PM KPI6 Number of problems reassigned more than 5 times no of problems more than 5 times reassigned / no of all problems > all problems within IBM resolver groups > more than 5 times reassigned < 5% 5% - 10% > 10% PM BCP1 Percentage of problems solved within SLA Number of Problem Records solved within SLA / Number of closed Problem Records > all problems within IBM resolver groups > Date/Time solved is later as Target Date/Time > 95% 90% - 95% < 90% PM BCP2 Number of Problem Records not closed within 30 / 60 days Number of Problem Records not closed within 30/60 days / Number of closed Problem Records All Severity 1 and 2 Problem Records, which were not closed within 30 days and all Severity 3 and 4 Problem Records, which were not closed within 60 days within the reporting timeframe > 20% 20% - 25% < 20% A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 15 CSO VUT FI 5/18/2014 KPI– dopad problém managementu: bad good A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 16 CSO VUT FI 5/18/2014 Nástroje problem managementu: §Sledování problémů ØeESM Help Now •Zákazníkův náhled do problému dostupný v intranetu ØeESM Manage Now •Dokumentace, monitoring, reseni, eskalace problému ØeESM Tivoli Service Desk •Vstupní prostředí Helpdesku §Reporting ØCrystal pro KPI reporty ØBrio Reporting pro opertivní reporty ØReport now pro SLA reporty A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 17 CSO VUT FI 5/18/2014 Change Management A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 18 CSO VUT FI 5/18/2014 Definice změny (Change): Change je jakákoliv instalace nebo úprava hardwaru, systému, softwaru, aplikací, prostředí či připojených sítí. A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 19 CSO VUT FI 5/18/2014 Mise change managementu: Change management je „nástroj“, který zajišťuje, že prvky jsou měněný předem definovaným způsobem bez chyb a špatných rozhodnutí. A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 20 CSO VUT FI 5/18/2014 Průběh změny (Change): A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 21 CSO VUT FI 5/18/2014 Key Performance Indicators – měřené hodnoty: Measurement Definition Criteria Target Ranking Exception Changes CMKPI2 Percentage of failed changes no of failed changes / no of all changes Øall changes / Ø failed changes < 5% 5% - 10% > 10% CMKPI3 Percentage of failed changes with SLA impact no of all failed changes with SLA impact / no of all changes Øall changes / Øfailed changes with SLA impact < 2% 2% - 5% "> 5%" CMKPI4 Percentage of backed out changes no of backed out changes with SLA impact / no of all changes Øall changes / Øbacked out changes < 5% 5% - 10% > 10% CMKPI5 Percentage of all closed changes not fully approved no of closed changes not fully approved / no of all executed changes Øall changes / Øexecuted not fully approved = 0% >0% - 2% > 2% Process Target Alignment CMKPI6 Percentage of exception changes Cat 1+2+3 Number of exception changes category 1+2+3 / Total number of change category 1-2-3 requests Øall changes / Øexecuted not fully approved < 15% 15% - 0% > 20% Business Control Points CMBCP1 Percentage of changes where schedule was not reached Number of change records not implemented within planned timefram / Total number of closed change records Øall changes / Øall change records which were implemented earlier or later than planned start and end date / time" < 5% 5% - 10% > 10% CMBCP2 Percentage of changes caused a problem Number of change records caused problem / Total number of closed change records Øall changes / Øall change records which caused a problem in the reporting timeframe, documented" < 5% 5% - 10% > 10% A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 22 CSO VUT FI 5/18/2014 KPI– dopad change managementu: badCM goodCM A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 23 CSO VUT FI 5/18/2014 Nástroje change managementu: §Sledování změn ØeESM Manage Now •Dokumentace, plánování, řízení, kotrola, koordinace a monitoring změn A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 24 CSO VUT FI 5/18/2014 Availibility Management A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 25 CSO VUT FI 5/18/2014 Major Incident Management: Major Incident Criteria met? Call from Escalation Process Major Incident Evaluation Major Incident Setup Major Incident Operation Major Incident Termination Determine the situation -affected services -affected countries -needed skills Organize the staffing Depending on the impact of the Major Incident the team, which escalate or decide consist of… Perform Major Incident notification via Alerting & Major Incident DB to IBM and or ABB Major Incident Post processing Perform Major Incident Review 2 days after Major Incident - Major Incident Report according to the situation max 4 weeks after Major Incident - Major Incident Evaluation Major Incident Criteria: ØDPE declare as an Major Incident ØVital Customer production is affected ØMajor Security Incident ØEscalation case is foreseeable Ø Ø • yes Perform Major Incident notification via Alerting & Major Incident DB (It is critical important to inform regularly all stakeholders) Verify Recovery from Major Incident complete? -Check against Major Incident Criteria setup by MIO. -Decision how to proceed Recovery from Major Incident -Recovery Plans -Bypass no yes Close Major Incident Verify the customer satisfaction - Notify involved persons - all persons involved in recovery - Mgmt. - Customer OK no assign the MIO (R&R Matrix) Decision to raise an EXEC ALERT or not (Notes Database) Setup Steering Committee A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 26 CSO VUT FI 5/18/2014 Reporting A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 27 CSO VUT FI 5/18/2014 CSO: SMDC Reporting §Reporty –Kontrolní: SLA, počet tiketů, severita tiketů,… –Informační: počet sametimových meetingů… §Reporty pro IBM –Data od všech kompetencí –Umístění – Web Repository –Správa přístupů do Web Repository §Reporty pro zákazníka - „Packages“ §Kontaktní tým pro konzultace nad reporty §Správa dokumentace k reportům § § A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. 21 21 IBM IDC Brno © 2003 IBM Corporation ibm_light_gray_logo_300dpi ‹#› CSO VUT FI 5/18/2014 OnDemand_wh_bl 28 CSO VUT FI 5/18/2014 Otázky? A pot file is a Design Template file, which provides you the “look” of the presentation 1.You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 2.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. 3.You can switch between black and white background by navigating to that pot file and click on Apply. 4.Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template 1.Start a new presentation as Blank Presentation 2.You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. 3.Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. 4.Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master 1.You switch to the Slide Master view by View > Master > Slide Master. 2.Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 3.Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. 4.Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer 1.Suggested footer on all pages including Title Page: Presentation Title | Confidential 2.Date and time field can be fixed, or Update automatically. It appears to the right of the footer. 3.Slide number field can be turned on as well. It appears to the left of the footer. TEXTUR~21 ibm_white_logo_300dpi IBM IDC Brno © 2006 IBM Corporation OnDemand_wh_bl CSO VUT FI 5/18/2014 CSO VUT FI 5/18/2014 Děkuji za pozornost To replace the title / subtitle with your own: Click on the title block -> select all the text by pressing Ctrl+A -> press Delete key -> type your own text