Upon completion of this course, participants will be able to:

• Design and implement a centralized ESM platform strategy.
• Integrate various IT tools (monitoring, service desk, security) into a unified console.
• Apply automation and orchestration to routine system administration tasks.
• Develop comprehensive performance and availability monitoring strategies for core applications.
• Manage the full lifecycle of enterprise systems from acquisition to retirement.
• Implement effective configuration and change management across all enterprise systems.
• Utilize ESM data to drive continuous improvement and strategic planning.
• Ensure compliance and security standards are enforced uniformly across all systems.

• IT Operations Directors and Managers
• System Administrators and Engineers
• ESM Tool Specialists and Architects
• Service Delivery and Service Level Managers
• IT Automation and DevOps Teams
• Professionals involved in large-scale system integration

• Group activities to design a CMDB structure and CI relationships.
• Scenarios focused on correlating multiple alerts into a single major incident.
• Workshops on developing an automation script for a routine task.
• Case studies of successful ESM tool integration and consolidation.
• Discussions on best practices for managing configuration drift.

Unit 1: The ESM Framework and Strategy

• The scope and components of the ESM landscape.
• The benefits of a unified, integrated management approach.
• Evaluating core ESM platforms and their capabilities.
• Aligning ESM strategy with business process automation.

• Designing a centralized data repository for configuration management.
• Strategies for integrating disparate monitoring and management tools.
• Defining data standards and taxonomy for consistent reporting.
• The role of APIs and microservices in ESM integration.

Unit 2: Monitoring, Performance, and Availability

• Developing a monitoring strategy across application, database, and infrastructure layers.
• Establishing baseline performance metrics and critical thresholds.
• Using Synthetic Monitoring and Real User Monitoring (RUM).
• Implementing predictive analytics to anticipate service failures.

• Consolidating alerts from multiple sources into a single pane of glass.
• Developing intelligent correlation rules to reduce alert noise.
• Defining effective alert escalation and notification workflows.
• Integrating event management with Incident Management processes.

Unit 3: Automation and Orchestration

• Identifying high-volume, repetitive tasks suitable for automation.
• Tools and platforms for task automation (e.g., RPA, scripting).
• Automating patch deployment and configuration changes.
• Implementing self-service portals for common IT requests.

• Designing complex, multi-step IT process workflows.
• Orchestrating end-to-end service provisioning and de-provisioning.
• Automating disaster recovery and failover procedures.
• The relationship between ESM, DevOps, and automation.

Unit 4: Configuration and Asset Management

• Designing the CMDB structure and configuration items (CIs).
• Strategies for maintaining CMDB accuracy and integrity.
• The role of the CMDB in supporting change and incident management.
• Automated discovery and dependency mapping.

• Tracking financial, contractual, and technical details of assets.
• Managing software licenses and ensuring compliance.
• Optimizing asset utilization to reduce waste.
• Developing automated hardware and software retirement workflows.

Unit 5: ESM Governance and Optimization

• Using the ESM platform to enforce change control policies.
• Assessing the impact of changes using CI dependency mapping.
• Automating release deployment and validation procedures.
• Integrating with development and testing environments.

• Using ESM data to measure process efficiency (MTTR, incident volume).
• Identifying systemic problems and root causes via trend analysis.
• Developing improvement initiatives based on performance metrics.
• Benchmarking ESM performance against industry standards.