1 ITIL-aligned solutions White paper Use product solutions from IBM Tivoli software to align with the best practices of the Information Technology Infrastructure Library (ITIL). January 2005
2 2 Contents 2 Introduction 3 Defining the two primary disciplines of ITIL 4 Realizing the benefits of ITIL adoption 5 The evolution from Systems Management to Service Management 6 Mapping Tivoli software solutions to Service Support 10 Mapping Tivoli software solutions to Service Delivery 14 A comprehensive solution for Security Management 16 Tivoli software helps you conform with ITIL 16 A history of supporting the ITIL model 17 IBM is committed to ITIL 18 IBM ITIL alliances 19 Summary 19 To learn more Introduction IT has dramatically affected how organizations utilize, organize and leverage information in the modern workplace. But with today s emerging technologies come challenges and questions that organizations and their IT departments face each day. How can I best prepare for frequent changes in technology? What are the best methods to help control rising IT costs? How can I use technology to improve my level of service? How can I maximize my IT investment? More and more organizations are finding answers to these complex questions through the implementation of ITIL. A process-based methodology used by IT departments around the world, ITIL serves as a roadmap that guides organizations to efficiently and effectively utilize today s technology. ITIL s best-practice approach is outlined in a series of seven books, including: Service Delivery focuses on delivering IT services to IT customers through agreed-upon service levels. Service Support defines how to maintain the delivery of services by providing user support, managing changes and managing releases within the infrastructure. ICT Infrastructure Management encompasses IT planning and architecture as well as day-to-day infrastructure operations. Security Management explains how to best manage defined levels of infrastructure security. Application Management outlines the entire application life cycle, from requirements to end of life. Planning to Implement Service Management helps organizations understand, assess and implement service management within an IT organization. The Business Perspective helps organizations understand and improve IT service provisioning.
3 3 Additional titles, which are not considered a part of the main seven-book series, are also available including the recent book entitled Software Asset Management. Using this collection of best practices, ITIL helps align technology services with business needs, while helping you achieve a return on your technology investment. This white paper outlines the primary disciplines of ITIL Service Support and Service Delivery and indicates how IBM Tivoli software solutions can contribute to your efforts to implement ITIL in your environment. By reading this white paper, you will better understand how to leverage the Tivoli software that you already use and incorporate additional Tivoli products to further align IT with your business priorities. Defining the two primary disciplines of ITIL Within ITIL, Service Management disciplines are grouped into two areas: Service Support and Service Delivery. Service Support defines how to maintain the delivery of services by providing user support, managing changes and managing releases within the infrastructure. Service Delivery focuses on delivering IT services to IT customers by agreed-upon service levels. There is another complementary discipline called Security Management that describes how to manage IT Security. Figure 1: The primary IT service practices defined by ITIL
4 4 Highlights ITIL helps organizations implement processes incrementally following a continuous improvement strategy ITIL also covers many other aspects of operating and maintaining an IT environment, such as operations, application management and security management. The Service Management processes provide a framework that enables businesses to define the required levels of service based on corporate needs, technology scope and budget parameters. With ITIL in place, organizations can implement processes incrementally using a continuous improvement strategy. At the same time, scalable and easy-to-install tools help manage current processes, while paving the way for future business growth. Realizing the benefits of ITIL adoption Incorporating ITIL into your IT infrastructure enables you and your entire organization to: Implement industry-wide best practices in the management of your IT organization. Provide an overall structure and process for many IT organizations where process definition may be lacking. Facilitate the use of common concepts and terminology across the organization. Deliver consistent and repeatable service. Lower the overall total cost of ownership. Improve the quality of service. In fact, according to a recent report*, one global pharmaceutical company has been able to triple the number of changes made to the infrastructure without adding staff in the four years since it has adopted ITIL. In addition, it has managed to cut the number of unsuccessful changes by 50 percent even with the threefold increase in changes. *Adopting ITIL Best Practices Can Lead to Significant Returns, a September 2004 report conducted by AMR Research.
5 5 Figure 2: ITIL implementation helps reduce the overall total cost of ownership. The evolution from Systems Management to Service Management The general IT management philosophy has evolved over the years. In the past, IT organizations have typically focused on the management of actual systems and resources. Over time, organizations have increasingly redirected their attention to the management of IT services as opposed to systems. Figure 3: IT process maturity (Source: Gartner Group)
6 6 Highlights Tivoli products supporting the ITIL Service Management processes can be part of the transition into a Service Management organization As organizations make the transition from Systems Management to a Service Management model, IT personnel discover the inherent value of ITIL as well as the benefits of Tivoli software solutions. Tivoli products, which support the ITIL Service Management processes, can be a part of your transition into a Service Management organization. Mapping Tivoli software solutions to Service Support The Service Support processes include Incident Management, Problem Management, Change Management, Release Management and Configuration Management. Figure 4: Service Support processes
7 7 Highlights Incident Management involves the rapid handling of incidents reported to the service desks Incident Management An integral part of Service Support, Incident Management involves the rapid handling of incidents reported to the service desks including errors, outages or service requests. Automation of Incident Management encompasses incident recording and tracking, monitoring the status of system resources, fulfillment of standard service requests and knowledge management. The following are examples of Tivoli products that provide support for Incident Management: IBM Tivoli Web Access for Information Management this extension of IBM Tivoli Information Management for z/os provides out-of-thebox services for Incident Management, including incident/service request assignment and tracking. IBM Tivoli OMEGAMON XE helps pinpoint performance problems. IBM Tivoli Remote Control allows service desk personnel to remotely exert quick, secure and reliable control over critical resources in the resolution of an incident. IBM Tivoli Monitoring identifies operational events that lead to service desk incidents. IBM Tivoli Enterprise Console provides a centralized point of control to monitor and respond to events from across the enterprise and open incidents within the service desk application. IBM Tivoli Provisioning Manager automates the manual provisioning of systems, allowing fast fulfillment of service requests.
8 8 Problem Management Unlike Incident Management, which focuses on short-term fixes, Problem Management analyzes historical data to determine trends, perform root-cause analysis and determine long-term solutions for errors in the IT infrastructure. Automation support for Problem Management includes historical data analysis, problem recording, and tracking and problem diagnosis. The following are examples of Tivoli products that provide support for Problem Management: Tivoli Web Access for Information Management provides out-of-the-box services for Problem Management, including problem record tracking and assignment. IBM Tivoli Analyzer for Lotus Domino warns about server problems, determines where problems are occurring and recommends corrective action. IBM Tivoli Switch Analyzer helps identify whether a network failure is the root cause of a problem. IBM Tivoli Web Site Analyzer captures, analyzes, stores and reports on Web site usage, health, integrity and site content for Web-related problems. Tivoli Data Warehouse provides historical data needed for root-cause analysis. Change Management Change Management supports the screening and approval of requests for change as well as the coordination and deployment of approved changes. Tools offered to support Change Management include change approval tracking and change impact analysis. The following are examples of Tivoli products that provide support for Change Management: Tivoli Web Access for Information Management provides out-of-the-box services for Change Management, including change request tracking and approval. IBM Tivoli Configuration Manager allows administrators to schedule software distribution across the enterprise.
9 9 Highlights Release Management focuses on the process of building, testing and deploying infrastructure changes known as a release Release Management Release Management is the process of building, testing and deploying a set of infrastructure changes known as a release. The following are examples of Tivoli products that provide support for Release Management: Tivoli Provisioning Manager automates the manual provisioning and deployment of releases. Tivoli Configuration Manager helps deploy software and track hardware and software configurations. Configuration Management manages information about hardware, software, related documentation in the IT infrastructure and the relationships between the configuration items Configuration Management Configuration Management manages information regarding hardware, software and related documentation in the IT infrastructure (called configuration items), as well as the relationships between those configuration items. The following are examples of Tivoli products that provide support for Configuration Management: Tivoli Configuration Manager provides advanced inventory and reporting capabilities to track existing software in the IT infrastructure. IBM Tivoli License Manager uses advanced inventory and reporting capabilities to track and determine software licenses in the IT infrastructure.
10 10 Mapping Tivoli software solutions to Service Delivery An area of IT Service Management that focuses on delivering IT services to IT customers through agreed-upon service levels, Service Delivery encompasses Availability Management, Capacity Management, Service Level Management, IT Service Continuity Management and Financial Management for IT Services. Figure 5: Service Delivery processes
11 11 Availability Management Availability Management involves understanding customer requirements for service availability, assessing the capabilities of the IT infrastructure to provide those levels of availability and taking steps to improve service availability. The following are examples of Tivoli products that provide support for Availability Management: Tivoli Analyzer for Lotus Domino warns about server availability faults, determines where faults are occurring and recommends corrective action. IBM Tivoli Business Systems Manager manages groups of related applications that enable critical business services, such as enterprise resource planning (ERP), customer relationship management (CRM) or On Demand Business environments, allowing a view of the availability of the components that make up a service; related products include IBM Tivoli Business Systems Manager for z/os. Tivoli Monitoring monitors individual service components. Related products include: IBM Tivoli Monitoring for Applications IBM Tivoli Monitoring for Business Integration IBM Tivoli Monitoring for Databases IBM Tivoli Monitoring for Messaging and Collaboration IBM Tivoli Monitoring for Transaction Performance IBM Tivoli Monitoring for Web Infrastructure IBM Tivoli NetView proactively monitors the availability of network resources; related products include IBM Tivoli NetView for z/os. IBM Tivoli Storage Area Network Manager monitors the availability of SAN fabric components. Tivoli Enterprise Console correlates and filters system and network events to easily identify resource availability.
12 12 Highlights Capacity Management involves verifying that sufficient capacity is provided in the IT infrastructure cost-effectively Capacity Management Capacity Management is the proactive process of verifying that sufficient capacity is provided in the IT infrastructure in a cost-effective manner. The following are examples of Tivoli products that provide support for Capacity Management: IBM Tivoli Intelligent Orchestrator senses increases in demand for resources and automatically executes actions to reallocate resources where required to meet capacity needs. Tivoli Monitoring for Network Performance allows z/os operations to understand how TCP/IP protocol behavior on their monitored critical systems affects application capacity. IBM Tivoli Performance Modeler for z/os models capacity/performance characteristics for an individual workload or many workloads on a system. IBM Tivoli Storage Resource Manager identifies disc storage devices across the enterprise, monitors the filespace consumption and provides detailed reporting and automated actions. Tivoli OMEGAMON XE provides a real-time view of system resources in use to help monitor component capacities. IBM Tivoli Workload Scheduler automates, monitors and controls the throughput of work in an IT infrastructure with both local and remote systems. Related products include: IBM Tivoli Workload Scheduler for Applications IBM Tivoli Workload Scheduler for z/os
13 13 Service Level Management Service Level Management involves the establishment and monitoring of service level agreements (SLAs). The following are examples of Tivoli products that provide support for Service Level Management: IBM Tivoli Service Level Advisor automatically analyzes SLAs and evaluates compliance, while using predictive analysis to help avoid service level violations. Tivoli Intelligent Orchestrator monitors service levels and initiates actions to provision new system resources to meet demand. IT Service Continuity Management IT Service Continuity Management is the process of planning for recovery from major IT service outages. The following are examples of Tivoli products that provide support for IT Service Continuity Management: IBM Tivoli Storage Manager automates data backup and restore functions, supports a broad range of platforms and storage devices, and centralizes storage management operations. Related products include: IBM Tivoli Storage Manager Extended Edition IBM Tivoli Storage Manager for Application Servers IBM Tivoli Storage Manager for Databases IBM Tivoli Storage Manager for Enterprise Resource Planning IBM Tivoli Storage Manager for Hardware IBM Tivoli Storage Manager for Mail Tivoli Storage Resource Manager manages the capacities of backup and storage resources.
14 14 Financial Management for IT Services Financial Management for IT Services encompasses the financial stewardship surrounding the management of IT assets and resources. The following are examples of Tivoli products that provide support for Financial Management for IT Services: Tivoli License Manager uses advanced inventory and reporting capabilities to track and determine software licenses in the IT infrastructure. Tivoli Storage Resource Manager identifies disc storage devices across the enterprise, monitors the filespace consumption, provides detailed reporting and automated actions and allows chargeback to end users. A comprehensive solution for Security Management Today s online business environment changes the very nature of how IT organizations view security. In fact, controlling and managing security can be the primary concern IT managers have about online business. To address this issue, the integrated family of Tivoli Security Management products provides a comprehensive, scalable solution for centralized Security Management and access control. Using the Tivoli approach to Security Management, a business can realize immediate return on their online business security investments and consistently enforce security and privacy policies, thereby helping reduce overall security administration costs and ultimately increasing employee productivity and customer satisfaction. Key products within the Tivoli family include: IBM Tivoli Access Manager for e-business provides security for online business, including Web single sign-on, distributed Web-based administration and policy-based security. IBM Tivoli Access Manager for Business Integration provides access control, application-level data protection and centralized security policy management for the IBM WebSphere MQ environment. IBM Tivoli Access Manager for Operating Systems protects individual application and operating system resources by addressing system vulnerabilities surrounding UNIX and Linux super-user or root accounts.
15 15 IBM Tivoli Identity Manager centrally coordinates the creation of user accounts, workflow for automating the approval process and provisioning of resources. IBM Tivoli Privacy Manager for e-business helps protect consumer trust and brand integrity by implementing privacy policies that guard consumers personally identifiable information. IBM Tivoli Risk Manager simplifies events and alerts generated by numerous point products into a single console to help determine the severity of attacks. IBM Tivoli Security Compliance Manager identifies security vulnerabilities and security-policy violations. Tivoli Access Manager products and Tivoli Identity Manager can also be used to implement Configuration Management, Change Management and Release Management processes in ITIL from a security viewpoint. Figure 6: Some of the Tivoli software products that support the ITIL Service Management process.
16 16 Highlights ITIL serves as a starting point for an organization to determine lower-level ITIL workflows and responsibilities Tivoli software helps you conform with ITIL Although ITIL is an extremely useful resource to help organizations establish a framework for an IT infrastructure, it is not a step-by-step process for end-to-end implementation. As a high-level guide, ITIL offers a starting point from which an organization can determine lower-level ITIL workflows and responsibilities. No formal standards exist to measure the ITIL compliance of software tools. Vendors, who have their own definition of ITIL compliance software, provide services to measure ITIL compliance primarily in the Service Support arena. IBM has not pursued ITIL certification through certification vendors. A history of supporting the ITIL model In the early 1980s, IBM documented the original Systems Management concepts in a four-volume series entitled A Management System for Information Systems. These widely accepted yellow books, along with education and expertise provided by IBM, were the foundation for the original ITIL series. In fact, ITIL has continued to use IBM s experience with Service Management implementation during the 1980s and early 1990s in the ongoing development of current and future ITIL resources. Additionally, IBM continues to support the creation of new ITIL materials. IBM recently led the project to write the new ITIL Application Management book and has also participated in the development of the ITIL Service Delivery and Software Asset Management series. IBM is active in organizations such as the IT Service Management Forum (itsmf), which seeks to promote ITIL and effective Service Management. In most countries where the itsmf has a national chapter, IBM is an active member.
17 17 Highlights IBM Global Services and Tivoli Services provide assessment services, adoption services and ITIL training IBM is committed to ITIL A market leader in IT management research, IBM provided IT solutions to customers decades before ITIL came into existence and continues to adapt IT Service Management products to conform to the ITIL framework. Currently, IBM Global Services provides strategic outsourcing services to customers using ITIL-certified personnel and offers ITIL training and certification for key personnel in a variety of disciplines. For customers implementing ITIL within their IT organization, IBM Global Services and Tivoli Services provide assessment services, adoption services and ITIL training. In addition, IBM provides the following ITIL offerings: Infrastructure Resource Management Accelerator suite Template-based implementations of ITIL Service Support and Service Delivery processes that speed the actual implementation and time to value. The IBM Infrastructure Resource Management Accelerator suite uses ITIL process definitions and third-party vendor service desk offerings. IBM Accelerator for Availability Management An entry-level version of the IBM Event Management and Monitoring Design Methodology that combines ITIL best practices and IBM s patented methodology. This offering enhances the value of Tivoli Monitoring and Tivoli Enterprise Console by providing an ITIL assessment of existing Availability Management processes, recommending improvements and implementing best practices.
18 18 Through Tivoli Services, a business can also take advantage of the following ITIL-related services through the Customer Success Program: Tivoli Assessment Program Performs an assessment of an IT organization to determine its readiness for ITIL adoption and to determine the best way to proceed in adopting ITIL within the organization. Tivoli SmartStart Program Evaluates a customer s current IT infrastructure and provides recommendations as to how the future operation and infrastructure may be impacted. The evaluation uses ITIL processes as a model to examine the processes and procedures the customer will use in deploying, operating, maintaining and exploiting their future Tivoli solution. Tivoli QuickStart Services Facilitates ease of deployment and rapid time to value for Tivoli solutions by helping to rapidly and effectively utilize Tivoli software technology. This proven, step-by-step process of planning, training and implementation allows customers to optimize their solution and effectively prepare for large-scale production. IBM ITIL alliances IBM understands the importance of maintaining and strengthening partnerships with service desk vendors. The essential applications created by service desk vendors enable organizations to administer, manage and track incidents, problems, changes, releases and more. Tivoli products provide the technical capabilities needed to resolve incidents and problems and distribute software releases. Together, IBM and service desk products provide today s IT departments with the resources needed to successfully implement best-practice approaches as defined by ITIL.
19 19 Summary As the most widely accepted approach to IT Service Management in the world, ITIL provides a comprehensive and consistent set of best practices for IT Service Management promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. IBM recognizes that ITIL can be an important element in providing a structured approach to IT Service Management and has made a strategic commitment to promote and enhance the ITIL framework. Tivoli software, the product side to Service Management, delivers the software tools needed to implement ITIL. Backed by a rich history of involvement with ITIL best practices and adoption, IBM offers a variety of services and products to help an IT organization adopt ITIL. As IBM continues to develop new functionality and product offerings, ITIL will be a significant part of the design guidelines. To learn more For information on Tivoli software and integrated solutions from IBM, contact your IBM representative or IBM Business Partner, or visit ibm.com/tivoli/ features/itil
20 Copyright IBM Corporation 2005 IBM Corporation Software Group Route 100 Somers, NY U.S.A. Produced in the United States of America All Rights Reserved Domino, IBM, the IBM logo, Lotus, NetView, OMEGAMON, the On Demand Business logo, Tivoli, Tivoli Enterprise Console, WebSphere and z/os are trademarks of International Business Machines Corporation in the United States, other countries or both. Linux is a trademark of Linus Torvalds in the United States, other countries or both. UNIX is a registered trademark of The Open Group in the United States and other countries. Other company, product and service names may be trademarks or service marks of others. Each IBM customer is responsible for ensuring its own compliance with legal requirements. It is the customer s sole responsibility to obtain advice of competent legal counsel as to the identification and interpretation of any relevant laws and regulatory requirements that may affect its business and any actions the customer may need to take to comply with such laws. IBM does not provide legal advice or represent or warrant that its products or services ensure compliance with any law or regulation. Software products and services provided by third parties are sold or licensed under the terms and conditions of the third-party providers. Product availability, warranty services and support for third-party products are the direct responsibility of the third-party providers. IBM is not liable for and makes no representations, warranties or guarantees regarding third-party products or services. G
IBM Service solutions White paper Make ITIL actionable with Tivoli software. June 2008 2 Contents 2 Introduction 3 ITIL: best practices for best results 4 Support ITIL best practices with comprehensive
Service management solutions To support your IT objectives Address IT costs and streamline operations with IBM service request and asset management solutions. Highlights Help service desk technicians become
Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate
Service quality management solutions To support your business objectives Implement a unified approach to service quality management. Highlights Deliver high-quality software applications that meet functional
IBM Netcool network management solutions for enterprise The big picture view that focuses on optimizing complex enterprise environments Highlights Enhance network functions in support of business goals
IT service management solutions Executive brief Making ITIL actionable in an IT service management environment. 2 Making ITIL actionable in an IT service management environment. Contents 2 Executive summary
Optimize the operation of your critical e-business applications IBM Tivoli Monitoring for Applications Highlights Helps maintain the performance and availability of your application environment including
IBM Software Energy and Utilities Thought Leadership White Paper Empowering intelligent utility networks with visibility and control IBM Intelligent Metering Network Management software solution 2 Empowering
Cost-effectively manage the entire life cycle of your IT assets IBM Highlights Help control the costs of IT assets with a single product installation that tracks and manages hardware, software and related
Cost-effectively manage the entire life cycle of your IT assets IBM Highlights Help control the costs and financial impact of IT assets with a single solution that tracks and manages your hardware, software
Perform real-time network discovery, topology visualization and root-cause analysis IBM Tivoli Network Manager software Highlights Help increase the availability and performance of critical business services
IBM Global Services September 2004 IBM and the IT Infrastructure Library. How IBM supports ITIL and provides ITIL-based capabilities and solutions Page No. 2 Contents ITIL Planning for Service 2 Executive
Simplify and Automate IT Expectations have never been higher Reduce IT Costs 30% increase in staff efficiency Reduce support costs by 25% Improve Quality of Service Reduce downtime by 75% 70% faster MTTR
Service assurance for communications service providers White paper Improve service quality and enhance the customer experience. December 2007 2 Contents 2 Overview 2 Move to a competitive business model
Simplify and Automate IT The current state of IT INCIDENT SERVICE LEVEL DATA SERVICE REQUEST ASSET RELEASE CONFIGURATION GOVERNANCE AND COMPLIANCE EVENT AND IMPACT ENTERPRISE SCHEDULING DASHBOARDS CAPACITY
IBM Service Management solutions and the service desk White paper Extend the value of your service desk and integrate ITIL processes with IBM Tivoli Change and Configuration Management Database. December
Service management White paper Manage access control effectively across the enterprise with IBM solutions. July 2008 2 Contents 2 Overview 2 Understand today s requirements for developing effective access
Collaboration solutions for midsized businesses Buyer s guide Increase productivity by improving collaboration across and beyond your business. Give employees access to the information, people and resources
Software asset management White paper Improving IT service delivery through an integrated approach to software asset management. September 2008 2 Contents 2 Introduction 3 The challenges of managing software
IBM Netcool Configuration Manager Improve organizational management and control of multivendor networks Highlights Automate time-consuming device configuration and change management tasks Effectively manage
IBM SmartCloud Monitoring Gain greater visibility and optimize virtual and cloud infrastructure Highlights Enhance visibility into cloud infrastructure performance Seamlessly drill down from holistic cloud
White paper December 2008 Addressing single sign-on inside, outside, and between organizations Page 2 Contents 2 Overview 4 IBM Tivoli Unified Single Sign-On: Comprehensively addressing SSO 5 IBM Tivoli
IBM Software Thought Leadership White Paper October 2011 Driving workload automation across the enterprise Simplifying workload management in heterogeneous environments 2 Driving workload automation across
Helping to secure critical healthcare infrastructure from internal and external IT threats, ensuring business continuity and supporting compliance requirements. Preemptive security solutions for healthcare
ROUTES TO VALUE Business Service : How fast can you get there? BMC Software helps you achieve business value quickly Each Route to Value offers a straightforward entry point to BSM; a way to quickly synchronize
Security management solutions White paper IBM Tivoli and Consul: Facilitating security audit and March 2007 2 Contents 2 Overview 3 Identify today s challenges in security audit and compliance 3 Discover
IBM Rational SCM solutions for distributed development August 2004 Successfully managing geographically distributed development Karen Wade SCM Product Marketing Manager IBM Software Group Page 2 Contents
IBM Solution Architecture for Energy and Utilities Framework Accelerating Solutions for Smarter Utilities The IBM Solution Architecture for Energy and Utilities Framework Providing a foundation for solutions
An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage
Meet the challenges of managing composite applications IBM Tivoli Composite Application Manager for WebSphere Highlights Simplify management throughout the life cycle of complex IBM WebSphere-based J2EE
IBM asset management solutions White paper Using IBM Maximo Asset Management to manage all assets for hospitals and healthcare organizations. September 2007 2 Contents 2 Executive summary 3 Introduction
Effective Incident, Problem, and Change Management Integrating People, Process, and Technology in the Datacenter Published April 2010 Executive Summary Information technology (IT) organizations today must
Track transactions end to end across your enterprise to drive fast response times and help maintain high customer satisfaction IBM Tivoli Composite Application Manager for Response Time Tracking Highlights
Thought Leadership white paper The CMDB: The Brain Behind IT Business Value By Gerry Roy, Director of Solutions Management for BMC Atrium and BMC Service Support, BMC Software TABLE OF CONTENTS Executive
IBM InfoSphere Guardium Data Activity Monitor for Hadoop-based systems Proactively address regulatory compliance requirements and protect sensitive data in real time Highlights Monitor and audit data activity
SOLUTION WHITE PAPER Hybrid IT A Low-Risk Path from On-Premise to ITaaS Increase your options by finding the right mix of on-demand and on-premise IT management tools Bruce Campbell, Principal Solutions
Service management solutions Buyer s guide: purchasing criteria Select the right configuration management database to establish a platform for effective service management. All business activities rely
SOA policy management White paper April 2009 Realizing business flexibility through integrated How integrated management supports business flexibility, consistency and accountability John Falkl, distinguished
IBM consolidated operations management solutions To support your business objectives Improve end-to-end management with IBM consolidated operations management solutions. Accelerate operations with a single
IBM Software Thought Leadership White Paper September 2010 Effective storage management and data protection for cloud computing Protecting data in private, public and hybrid environments 2 Effective storage
Microsoft Private Cloud Lorenz Wolf, Solution Specialist Datacenter, Microsoft SoftwareOne @ Au Premier Zürich - 22.03.2011 What is PRIVATE CLOUD Private Public Public Cloud Private Cloud shared resources.
IBM Global Services September 2003 Reducing IT support costs through automated electronic end-user support. Reducing IT support costs through automated electronic end-user support. Page 2 Contents 2 Introduction
Facilitate security audits and monitor privileged users through a robust security compliance dashboard IBM Highlights Efficiently collect, store, investigate and retrieve logs through automated log management
IBM Global Technology Services Leveraging innovative security solutions for government. Helping to protect government IT infrastructure, meet compliance demands and reduce costs Achieving a secure government
Information Technology Infrastructure Library support and process automation puts the service back in service desk Data Sheet: Endpoint Management Overview IT departments are coming under pressure to do
Trusted protection for endpoints and messaging environments Overview Symantec Protection Suite Enterprise Edition creates a protected endpoint and messaging environment that is secure against today s complex
Atrium Discovery for Storage solution white paper EXECUTIVE SUMMARY As more IT systems are deployed that depend on storage infrastructure to provide business services, and with the adoption of technology
Achieving infrastructure flexibility and scalable capacity on demand with virtual servers for Windows-based applications IBM Managed Hosting - server services virtual xseries Highlights Helps reduce IT
Optimizing your network infrastructure for on demand business IBM Communications Server for Linux - Network Optimization for On Demand business IBM Communications Server for Linux provides a cost-effective
SOLUTION BRIEF CA IT Asset Manager how can I manage my asset lifecycle, maximize the value of my IT investments, and get a portfolio view of all my assets? agility made possible helps reduce costs, automate
The Importance of Information Delivery in IT Operations David Williams Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from
System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and
Case Study Retail Industry Sage, TIM & TAM Author: Mark Funk, Trinity Solutions Senior Tivoli Consultant, with over 25 years of extensive experience in the Information Technology Industry with a excellent
Autonomic computing Executive brief Autonomic computing: strengthening manageability for SOA implementations December 2006 First Edition Worldwide, CEOs are not bracing for change; instead, they are embracing
SOLUTION BRIEF: IDENTITY AND ACCESS MANAGEMENT (IAM) How can Identity and Access Management help me to improve compliance and drive business performance? CA Identity and Access Management automates the
Tivoli Automation for Proactive Integrated Service Management Gain advantage with Tivoli Automation portfolio Optimizing the World s Infrastructure 24 October 2012, Moscow 2012 IBM Corporation Acknowledgements,
IBM PowerSC Security and compliance solution designed to protect virtualized datacenters Highlights Simplify security management and compliance measurement Reduce administration costs of meeting compliance
IBM Software White paper December 2010 Reduce your data storage footprint and tame the information explosion 2 Reduce your data storage footprint and tame the information explosion Contents 2 Executive
IBM Software Thought Leadership White Paper January 2013 The business value of improved backup and recovery The IBM Butterfly Analysis Engine uses empirical data to support better business results 2 The
Delivering Quality Service with IBM Service Milos Nikolic, Global Technology Services Manager Dragan Jeremic, Technical Sales Specialist for Tivoli December 10th 2008 Innovation is the Process, Success
White paper IBM Service Management and MRO Software Maximo synergies, convergence and roadmap. December 2006 Page 2 Contents 2 Executive summary 5 Converging industry-proven platforms and processes 9 Directions
Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project
IBM Tivoli Access Manager and VeriSign Managed Strong Authentication Services Combine resources for one complete online business security solution. Big e-business opportunities demand security to match
Solution White Paper Monetizing the Service Provider Cloud Deliver the value-added cloud services that customers need while maximizing revenue Table of Contents 1 EXECUTIVE SUMMARY 2 EVOLUTION OF THE CLOUD
LANDesk Service Desk LANDesk Service Desk Certified in All 15 ITIL v3 Suitability Requirements PinkVERIFY is an objective software tool assessment service that validates toolsets that meet a set of functional
Help maintain business continuity through efficient and effective storage management IBM Tivoli Storage Manager Highlights Increase business continuity by shortening backup and recovery times and maximizing
PRODUCT SHEET: CA Workload Automation CA Workload Automation Improve the availability of critical IT workload processes and schedules enterprise-wide by leveraging real-time IT automation, embedded workflow,
White Paper BoxTone Mobile User Management with ITIL and ITSM Summary Today, many organizations are shifting their IT focus from day-to-day technical operation of back-office infrastructure to delivering
Vistara Lifecycle Management Solution Brief Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid
IBM Storage Manager for Virtual Environments Non-disruptive backup and instant recovery: Simplified and streamlined Highlights Simplify management of the backup and restore process for virtual machines
Enterprise asset capabilities for small and midsized organizations IBM Maximo Asset Essentials Highlights Leverage enterprise asset capabilities in a package specifically designed for small and midsized
Cisco Unified Communications Remote Management Services What You Will Learn Our remote, high-visibility, co-management approach gives you complete ownership and control of your converged network. Cisco
Application integration solutions To support your IT objectives IBM WebSphere application integration software: A faster way to respond to new business-driven opportunities. Market conditions and business
Security management solutions White paper Extend business reach with a robust security infrastructure. July 2007 2 Contents 2 Overview 3 Adapt to today s security landscape 4 Drive value from end-to-end
Business white paper Standardize your ITSM An HP approach based on best practices Table of contents 3 Introduction 3 Benefits and challenges 5 The HP approach to standardizing ITSM 6 Establish an IT operations
iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management Need for IT Service Management The focus within the vast majority of large and medium-size companies has shifted
Next Generation Data Protection with Symantec NetBackup 7 Mayur Dewaikar Sr. Product Manager Information Management Group Symantec Corporation White Paper: Next Generation Data Protection with NetBackup
Automating policy enforcement to prevent endpoint data loss IBM Data Security Services for endpoint data protection endpoint data loss prevention solution Highlights Facilitate policy-based expertise and
BMC Remedy IT Service Management Suite BMC Remedy ITSM enables streamlined service delivery with an amazing user experience on both sides of the service desk. Business Challenge Today s enterprises are
IBM InfoSphere Master Data Management Server Overview Master data management (MDM) allows organizations to generate business value from their most important information. Managing master data, or key business
THE VALUE OF IBM TIVOLI SOFTWARE Today s systems and network management needs go beyond traditional availability and performance monitoring solutions. Customers need business management information related