Integrated Service Management (IBM Tivoli)

Integrated Service Management

Dr Hing Wing To VP Strategy & Product Management, IBM, UK

© 2010 IBM Corporation5

Our world is becoming

INSTRUMENTED

Our world is becoming

INTERCONNECTED

Virtually all things, processes and waysof working are becoming

INTELLIGENT

Our world is getting smarter…“intelligence is being infused into the systems and processes that enable services to be delivered”

“By a smarter planet, we

mean that intelligence is

being infused into the

systems and processes

that enable services to

be delivered; physical goods to

be developed, manufactured,

bought and sold; everything from

people and money to oil, water

and electrons to move; and

billions of people to work and

live.”Samuel J. Palmisano, 12 January, 2010


Greater Complexity

Services delivered across interconnected environments.

However, the road to service innovation is not without challenges that must be overcome…

Increased Risk

Growth in business service data & security threats

Higher Client Expectations

More service options, more quickly, with higher quality.


We must start thinking differently about how we design, deliver and manage services across the interconnected service chain…

SecurityVoiceStorageMainframeNetworkSystemApplications

RFID

Tracking

Smart

Vehicles Smart

Phones

SecurityVoiceStorageMainframeNetworkSystemApplications

Smart

Aircraft

Smart

Buildings Smart

Video

Smart

Meters

Smart

POS

GPS

Tracking

� From silos:

� To service chain:


� What are my top business services, processes & transactions in terms of revenue or productivity?

– Link to customers & revenue

– End-user productivity

� What are the expectations or commitments for service innovation, speed and quality?

– Speed, differentiation and competitive advantage

– Availability, Performance, Integrity

– Project & SLA commitments

– Infrastructure linkage to service quality problems

– Required investment to assure service quality/improvement/innovation

� What does it cost to deliver them?

– Technology –hardware, software, services

– People – design, delivery, deploy & maintain

– Usage – LoB, customer, etc

– Power – energy

� Are there any regulatory or compliance mandates that should drive priorities?

– Will problems with business service quality impact shareholders? E.g. SOX , Basel II

– Security impact on shareholders, investors, patients, users

Successful service innovators begin with a defined and measurable service strategy, and measure their success….


Design Deliver Manage

Continual Service Improvement

…and approach the life of a service, as a business process, which must be integrated and optimized…

Smart Assets

PhysicalAssets

Information Technology

Line of Business

Design & Delivery

Data Center Operations

Enterprise Operations

Visibility. Control. Automation.TM


Enables service innovation by providing Visibility. Control.

Automation.TM across smarter

business infrastructures and the end-to-end service chain.

VISIBILITY

CONTROL

AUTOMATION

INSTRUMENTED

INTERCONNECTED

INTELLIGENT

Integrated Service Management


Only Integrated Service Management interconnects data centers, design & delivery, and business with a flexible, integrated approach…

VISIBILITY CONTROL AUTOMATION

Improves design and delivery of applications and services across the lifecycle.

Ensures service quality and integrity from the next generation of data centers.

Enables delivery of innovative new business services across smarter business infrastructures.


Unique capabilities and expertise provide targeted visibility, control & automation helping integrate and optimize service delivery…

�Service strategy & architectures by

industry

�Service lifecycle management

�Comprehensive asset management

�Security & Storage Management

�Service dashboards tailored by role

�Unified Management of Service

Requests & Problems

�Automated delivery & management of

technology (e.g. cloud, smart assets)

Visibility. Control. Automation.TM


Integrated Service Management for Data Centers

� Ensures service quality and integrity from the next generation of data centers

• Integrated visibility across information technology, physical data center assets, and smart assets outside the data center

• Change, security and storage management for improved control.

• Automated delivery and management of technology across virtualization & clouds

• Workload optimized systems with integrated energy, systems and service management

• Flexible delivery models

Visibility. Control. Automation.Visibility. Control. Automation.TMTM


ISM for Cloud Computing

� Self Service Portal

� Centralised management of images to avoid sprawl

� Provisioning across heterogeneous resources to provide serviceAutomation

� Usage and accounting of resource usage

� Policy controlled access to images, information and resources

� Isolation by security between running virtual instances

� Logging and auditing of all changes across server, storage and network in cloud

Control

� Availability and performance management across all resources: heterogeneous server, storage, network, hypervisor, applications

� Deep monitoring of entire virtualisation stack from server, hypervisor, virtual storage to application

Visibility

� Higher utilization and fast cycle times with improved quality, reduced risk, lower cost

� Enable clouds to provide services that span multiple resources and applications

� Managed across all cloud domains: private, hybrid, public


Core operational capabilities for Cloud platforms

� An operational support system is required to deliver cloud services

� Key capabilities are described the OSS architecture and must work together as a basis for customer cloud service delivery

� These capabilities are available today through IBM

Configuration Mgmt

Service Automation Management

Virtualization Mgmt

Provisioning

Monitoring &Event Management

IT Asset & License Management

Service Request Management

IT Service Level Management

Image Lifecycle Management

Capacity &Performance Management

Incident, Problem &Change Management

OSSOperationalSupportSystem

Service Delivery Catalog

Service Templates

Security and Resiliency


Integrated Service Management for Data Centers

SMARTER – Healthcare ServicesDelivering innovative, high quality patient care

across 27 facilities and hospitals.

Sisters of Mercy Health System: Developed and

deployed an electronic patient record systems and

ITIL compliant management system & best

practices to handle service requests, problems,

changes, and releases improving quality of patient

care: 15% decrease in call abandonment; 10%

increase in first call resolution; 6% improvement in

turn around time for high priority calls.

IBM Advantage: Service strategy & architecture,

and security and storage Management.

SMARTER – Mobile ServicesAchieving faster time to market of new mobile services by reducing delivery time while reducing capital & operational costs

SK Telecom: Implemented two public clouds to deliver new services to mobile users, the first enabled Business and Content Providers to rapidly develop services that could then be moved across to a the second cloud to deliver the services to the mobile user. Self-service with automated provisioning and flexible allocation of resources enable faster delivery time and reduce costs.

IBM Advantage: Automated delivery and management of technology enables new cloud delivery models


Integrated Service Management for Design & Delivery

� Improves design and delivery of applications and services across the lifecycle.

• Comprehensive service lifecycle management software, best practices & expertise

Service strategy and design – tailored to your business

Enterprise architecture, development and testing, project & portfolio, IT operations management, security & storage management.

• Service & application lifecycle integrations align development and operations

Enterprise & Software Architecture and production configuration

Request handling & provisioning for test lab and releases

Application fix tracking and service desk

Performance testing and production monitoring

Synchronized asset and configuration details

• Next generation technology, services and delivery models, including private and public clouds

• Predictive analytics to measure delivery against key performance indicators, and ensure continual improvement



Integrated Service Management for Design & Delivery

SMARTER – Insurance ServicesAssuring service quality to customers with closed-loop development, test & data center management.

Samsung Fire and Marine: Integrated development and operations improved their ability to react quickly to fluctuating operational requirements without sacrificing service quality for paying customers and still reducing costs; enabled business growth and rapid response to market opportunities improving competitive advantage.

IBM Advantage: Service lifecycle integrations(tools, and workflow) link development, testing and operations.

SMARTER – Social ServicesDelivering greater convenience, and 50% cost

reduction across the service lifecycle

CAIXA Economica Federal: Implemented a more scalable, efficient and accessible lottery service, increasing lottery participation by 7% and cutting rollout time of new lottery, financial & social services by 600%; while reducing costs by 50% (US $330 million).

IBM Advantage: Tailored service strategy and architecture addresses unique industry pains.


Integrated Service Management for Industries

� Enables delivery of innovative new services across smarter business infrastructures.

• Service strategy & architectures by industry –not limited to IT audiences

• Comprehensive management of assets across business and technology boundaries, not just

siloed enterprise or IT asset management.

• Unified service request, incident and problem management, not just IT or Enterprise ops, for centralized management

• Service dashboards for all audiences, not just

IT, provide visibility into service health & business activity



Integrated Service Management for Industries

SMARTER – Rail Services

Improving the availability of rail travel with monitoring of smart and physical rail assets.

SBB: Deployed an intelligent rail monitoring system for IT and physical assets - including switches and sensors across 800 train stations and rail lines. The automated system enables them to recognize and repair over 50 % of issues before they impact operations, increasing availability by approximately 2,000 minutes per month & saving a US $2.3 million each year in outages.

IBM Advantage: Integrated monitoring and service dashboards for all audiences provide visibility across all smart & IT assets.

SMARTER – Airport ServicesAssuring service delivery through integrated management across enterprise & IT Ops.

International Airport: Unified management of 12,786 IT, facilities, & fleet assets, and service management, automating processes across operational & IT silos. Improved chargeback leading to direct revenue improvements. Significantly improved technician productivity, time to repair, and compliance reporting.

IBM Advantage: Comprehensive management ofassets (enterprise & IT), and unified management of service requests and problems.


IBM offers the integrated software, systems and services needed to address your unique service management needs…

� Strategy and change services � Industry frameworks � Enterprise Asset Management software & services � Business Service Dashboards

� Ent. architecture, development, & testing software � Middleware software � Service lifecycle integrations � Private & Public cloud solutions

� Service management strategy & managed services � Service availability & performance management � Service delivery & process automation � Workload optimized systems

Integrated Service Management – Integrated by design.


IBM can help you assess where you are today, and offer the rightroadmap for success…

� Leverage Integrated Service Management assessment and planning services:

� Strategy & Change

� Service Management Strategy & Design

� Take advantage our of FREE self-assessment tool:

� Integrated Service Management Self-Assessment

� Schedule a live demo:

� Integrated Service Management Demos

� Visit Integrated Service Management online for more information:

� Integrated Service Management

Date post:	28-Nov-2014
Category:	Technology
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