Tivoli Spring Day. IBM Service Management IBM Tivoli Automation. Rémy Zuelle Business Consulting Manager IBM Tivoli Software

Transcription

1 Tivoli Spring Day IBM Service IBM Tivoli Automation Rémy Zuelle Business Consulting Manager IBM Tivoli Software October 08, 2009 Johannesburg, SA Fairlawns Hotel

2 Agenda Smarter Planet Vision and Key Differentiators Dynamic Infrastructure Improve Service Reduce Cost Manage Risk IBM Service Overview of IBM Service Enable Innovation with Visibility Control Automation IBM Service Platform Blueprint IBM Tivoli Automation Solutions Service Delivery and Process Automation IBM Service and ITIL Benefits of IBM Service Customer Cases Get You Started Today 2

3 Smarter Planet Vision The Smarter Planet vision is ultimately the underpinning for a new way of thinking about IT and the data center by building a dynamic infrastructure in support of the business Our world is becoming INSTRUMENTED Our world is becoming INTERCONNECTED Virtually all things, processes and ways of working are becoming INTELLIGENT This is leading to new savings and efficiency but perhaps as important new possibilities for progress 3

4 Smarter Planet Key Differentiators IBM s approach is to look at IT service delivery from the business point of view helping organizations figure out the best way to manage their workloads and meet the needs of their particular business Workload Optimized Infrastructure optimized for specific workloads, tasks, or services in ways that deliver orders of magnitude better performance, scale and efficiency. Service Provides visibility, control and automation across the business and IT infrastructure to accelerate the delivery of high quality services. Flexible Delivery Choices New delivery choices characterized by self-service, elastic scaling and rapid provisioning for optimal performance with reduced costs and risk. 4

6 Dynamic Infrastructure The Need for Progress The need for progress is clear Facts for Need to Progress 85% idle In distributed computing environments, up to 85% of computing capacity sits idle 40 billion Consumer product and retail industries lose about $40 billion annually, or 3.5 percent of their sales, due to supply chain inefficiencies 70 per $1 70% on average is spent on maintaining current IT infrastructures versus adding new capabilities 1.5x Explosion of information driving 54% growth in storage shipments every year 33% 33% of consumers notified of a security breach will terminate their relationship with the company they perceive as responsible 6

7 Dynamic Infrastructure Economic Challenges Addressing today s challenges and tomorrow s opportunities IMPROVE SERVICE Achieve superior service delivery and align all assets to business goals with a business-driven service model to respond with agility and speed to changing business imperatives. REDUCE COST Implement a cost-efficient infrastructure that balances mounting budget pressures with rising customer demands, service delivery expectations, and adoption of emerging technologies. MANAGE RISK Instill trust with key constituents that all business and IT infrastructure is secure and resilient, including smart and mobile devices, external networks, and supply chains. 7

8 Dynamic Infrastructure Think Different It s time to start thinking differently about infrastructure infrastructure needs to become more dynamic Dynamic Infrastructure Mobility Infrastructure Facilities Infrastructure Production Infrastructure Technology Infrastructure Communications Infrastructure Infrastructure that is instrumented, interconnected and intelligent Build an enterprise that can meet current and future challenges Infrastructure that brings together business and IT to create competitive advantage 8

9 Dynamic Infrastructure Respond to Demands IT strategies to deliver business support and services have to be aligned with the needs of a Dynamic Infrastructure Address today s operational challenges to free up resources for new investments Converge business and IT infrastructure to work in concert achieving breakthrough productivity and greater business value Focus on business alignment and strategic contribution Utilize alternative sourcing approaches like cloud computing to deliver new services with agility and speed A Dynamic Infrastructure helps Improving Service Reducing Cost Managing Risk IBM delivers solutions and is investing in Cloud based services and solutions Service management industry solutions Application management and hosting Energy efficient servers, storage and facilities Virtualization and consolidation solutions Information infrastructure Standardization and automation Pervasive and preventive security solutions Global resiliency and security centers Comprehensive resiliency solutions Compliance and long term information retention 9

10 Dynamic Infrastructure Respond to Demands Building a Dynamic Infrastructure requires an integrated, holistic approach across all business and IT assets to deliver higher value services Service Provide visibility, control and automation across all the business and IT assets to deliver higher value services. Asset Maximizing the value of critical business and IT assets over their lifecycle with industry tailored asset management solutions. Virtualization Leadership virtualization and consolidation solutions that reduce cost, improve asset utilization, and speed provisioning of new services. Energy Efficiency Business Resiliency Address energy, environment, and sustainability challenges and opportunities across your business and IT infrastructure. Maintaining continuous business and IT operations while rapidly adapting and responding to risks and opportunities. Security End to end industry customized governance, risk management and compliance solutions. Information Infrastructure Helping businesses achieve information compliance, availability, retention, and security objectives. 10

11 Dynamic Infrastructure The Journey Integrated physical and virtual systems management Monitor resource utilization and energy usage Highly automated management function to deliver IT services Predictive capacity planning Policy based access Resiliency through self-healing, autonomic applications Manage availability using service levels and business priorities Automation across multiple service management functions including request driven provisioning IT metering and cost allocation Automated discovery with asset interdependency mapping Identity management across shared infrastructures High level qualitative benefits: Improve Total Cost of Ownership (TCO) Standardize management processes Monitor usage to reduce energy costs Align business and IT Improve agility Automation reduces costs Adapt quickly to change Deliver IT as a service Mature processes reduce costs 11

12 Dynamic Infrastructure Deliver Superior Services A Dynamic Infrastructure delivers superior business and IT services with agility and speed IBM Service provides solutions and expertise to design, build and manage a dynamic infrastructure IBM connects all elements of the dynamic infrastructure for organizations to: Leverage and integrate IT and smart business assets to deliver next generation services Respond rapidly to change and support new business needs through greater agility Deliver higher quality service to customers and business partners at a lower cost 12

14 What is Service Service is the combination of systems and capabilities needed to manage and deliver quality services while controlling costs Examples of service management systems and capabilities include Improving service delivery through repeatable processes Minimizing the impact of IT failures on business productivity Protecting the business from internal and external threats Controlling the business and IT assets you rely upon to bring value to the business Ensuring that data and business information is retained according to compliance requirements Reducing power consumption with effective energy management Optimizing the return on investment of all assets across the business enterprise Meeting customer expectations for services delivered 14

15 Service Integrated Approach 15 Visibility The ability to see everything that s going on across the infrastructure Control The ability to keep the infrastructure in its desired state by enforcing policies Automation The ability to manage the infrastructure while controlling cost and quality

16 Service Think Different Achieving service excellence extends IT organization s contribution to economic performance beyond managing expenditures Mobility Infrastructure Facilities Infrastructure Production Infrastructure Technology Infrastructure Communications Infrastructure Visibility Control Automation Enabling visibility, control and automation across all business and IT assets supports converged management to deliver service excellence Innovation delivers new products, services, processes and business models to help accelerate growth and create competitive advantage 16

17 Service Enable Innovation Innovation is the process of delivering new products, services, processes and business models to help accelerate growth and create competitive advantage quantifiably improve the leverage of investments Visibility See the business services Control Manage risk and compliance, secure investments Automation Build agility into IT operations Implement dashboards for real-time operations and process management Create an integrated, actionable, and insightful view into business metrics 17 Implement an integrated asset control solution to discover and utilize the assets Integrate process workflows with operational tools to enforce control Optimize and integrate operational processes that directly support the business Improve quality and reduce costs through automation by leveraging and integrating existing tools

18 Service Enable Innovation IBM Service solutions support building an infrastructure needed to increase quality of service, manage risk and compliance, maximize return on investments and accelerate business growth Discover Monitor Protect Industrialize Integrate Infrastructure topology view and application mapping Business impact of outages and service degradations IT assets and smart devices to enable the business Manage service performance and energy consumption Information from unwanted access Business from outages Automate the process of IT Assure quality service to users and consumers Application development and IT operations Quality service across IT and business infrastructure Infrastructure Discovery and Mapping Event and Performance Vulnerability and Threat Virtualization Business Service Assessing Security controls Effectiveness SOA Applications Performance Data Backup, Restore and Retention Energy for Green Savings Service Deployment and Life-Cycle Business Resilience Planning Policy and Regulatory controls Monitoring Business Continuity and Disaster Recovery Single Sign On Integrated Service Planning 18 User Activity Monitoring and Log User Access Rights and Lifecycle IT Asset Usage Accounting

19 IBM Service Platform Integrated solutions for visibility, control and automation support organization s vision and strategy, enable industry best practices and methodologies, and deliver quality services for their business Best Practices, Methodologies and Services IBM Service Platform Availability and Performance Network and Performance Business Service Workload Automation Resource Life-Cycle Service Support and Process Automation Storage Security, Risk and Compliance Visibility Control Automation 19

20 IBM Service Platform Customers Lines of Business, Core Business Processes Sales Production Finance Logistic End-Users SM Processes (ITIL v3) IT-Service Provider CMDB Operational Tools Infrastructure 20

21 IBM Service Architecture The IBM Service architecture is an open standard-based platform for process management Common User Interface Web-based Common Configuration Services Workflow Change and Configuration Service Request Service Order Incident and Problem Provisioning Release Continuity IT Asset Enterprise Asset User configurable Configurable by roles Role-based data access Reporting engine Out-of-thebox reports User interfaces Data extensions Data visualization Report definition Navigation integration Data integration Common reporting Security integration Common deployment Process Workflow Run Time and Services Collaboration Notification Escalation Security CIs Attributes Relationships Event and Performance Collection Common Data Subsystem Assets Attributes Relationships Process Artifacts Related to CIs and Assets Meta Data Configurations Process Discovery and Application Dependency Mapping Discovery Data Adapters Federation Reconciliation Dependency Collection Operational Domain-specific Consolidated Operations Business Service Integration Modules Systems Networks Wireless Middleware Storage Security Applications Transactions Services Operational Automation 21

22 IBM Service Solutions IBM Service Process Automation Layer Contract Financial Strategy Life-Cycle Provisioning Continuity Release Service Level Change Configuration Incident Problem 3 rd Party Applications Business Service Layer Integration and Presentation Layer Business Service Enterprise Portal Service Level Application Mapping Accounting and Chargeback Integration Integration CMDB Common Data Model Integration Service Manager Integration Service Catalog Asset Reporting and Business Intelligence License Resource Layer Infrastructure Monitoring Application Monitoring Network Transaction Performance Provisioning Storage Security Workload Infrastructure Systems Networks Wireless Middleware Storage Security Applications Transactions Services 22

23 IBM Tivoli Automation Solutions Availability and Performance IBM Tivoli Monitoring System monitoring software to manage operating systems, databases and servers in distributed and host environments. Provides a common, flexible and easy-to-use browser interface and customizable workspaces to facilitate system monitoring Detects and recovers potential problems in essential system resources automatically Offers lightweight and scalable architecture, with support for distributed and host environments Includes easy-to-use warehouse and advanced reporting capability Helps ensure IT resources and staff are operating efficiently and effectively Integrates with composite application, event, network and service-level management solutions 23

24 IBM Tivoli Automation Solutions Availability and Performance IBM Tivoli Monitoring for Energy Solution to optimize energy consumption for higher efficiency of resources, lower operating cost, and reduced carbon emissions. Provides insight into energy and thermal information for IT equipment, data center infrastructure and facilities equipment Stores real-time, historic, and trending energy and thermal metrics in a common repository Leverages integration with Tivoli Business Service Manager to understand the business service impact of energy optimization decisions Pulls energy usage information into Tivoli Usage and Accounting Manager to enable energy-related consumption and chargeback capabilities Leverages enhanced workspaces, views, situations, and reports for third party power meters 24

25 IBM Tivoli Automation Solutions Availability and Performance IBM Tivoli Composite Application Manager Solution to proactively monitor response time and availability of business applications. Enables proactive management of transactions to identify bottlenecks and other potential problems before they impact customer satisfaction Detects and isolates response time and availability problems more quickly Monitors end-user response time for business applications using both robotic and real-user analysis capabilities Visualizes transaction paths and connections with automatically generated transaction topologies Supports synchronous and asynchronous message tracking 25

26 IBM Tivoli Automation Solutions Availability and Performance IBM Tivoli Performance Analyzer Solution to add predictive capabilities to the availability and performance management tools, enabling focus on future performance issues. Provides simple, intuitive forecasting of resource trends to focus monitoring on emerging problems Helps to understand how system performance and capacity will evolve over time through predictive trending on key operational metrics Provides built-in knowledge of distributed systems, including key performance indicators Takes advantage of the long-term historical and real-time data in Tivoli Data Warehouse 26

27 IBM Tivoli Automation Solutions Network and Performance IBM Tivoli Netcool/OMNIbus Operations management solution to consolidate complex IT and network operation management tasks. Delivers a central point of real-time service management for business applications, network devices, Internet protocols and security devices Enables identification to resolve the most critical problems with automated event correlation, isolation and resolution Consolidates data in operational silos into real-time Web dashboard views with customizable displays of events, service views and operational indicators Supports current and evolving standards and uses approved cryptographic providers to help ease security audits 27

28 IBM Tivoli Automation Solutions Network and Performance IBM Tivoli Network Manager Solution for network discovery and topology-based management to help organizations improve network visibility and drive reliability and performance. Increase the availability and performance of critical business services by leveraging advanced correlation, automated diagnostics and root-cause analysis Drives operations efficiency by rapidly isolating the root-causes of network downtime Addresses network problems before they become outages that hamper business Minimize unnecessary hardware investments and network overbuild by obtaining visibility into unused ports and recovering lost capacity and physical assets Optimizes customer service and satisfaction by proactively identifying issues that could affect services 28

29 IBM Tivoli Automation Solutions Network and Performance IBM Tivoli Netcool VoIP Manager Solution to simplify VoIP management and gain real-time visibility to monitor application health and speed troubleshooting. Simplifies VoIP management by consolidating management of VoIP applications, servers and the underlying IT infrastructure Provides single-pane-of-glass, real-time visibility into quality and health to improve control over service delivery Helps reduce VoIP troubleshooting time with automated alerting to help identify problem causes Reports usage trends, performance history, faults and detailed information for visibility into capacity, usage, and service delivery Scales to over 100,000 IP endpoints and integrates into the Tivoli portfolio to keep up with growing requirements 29

30 IBM Tivoli Automation Solutions Network and Performance IBM Tivoli Netcool Performance Manager Solution simplify the management of both wireless and wireline/ip-based networks. Facilitates fixed-mobile convergence with a bundled performance management offering Addresses the needs and challenges of both fixed and mobile networks Obtains the network performance visibility needed to help minimize service degradations, disruptions and troubleshooting time Reduces operational costs and boosts operational efficiencies by consolidating performance management systems and enabling proactive problem identification 30

31 IBM Tivoli Automation Solutions Network and Performance IBM Tivoli Netcool/Impact Solution to streamline event and alert management, business service management, and incident and problem management processes. Leverages context-driven correlation to reduce symptomatic events and incidents Enriches events with business context for improved event handling and faster MTTR Improve visibility into business and operational indicators through real-time monitoring and analysis of business events and activity Accesses and displays intelligence from any tool or data source for faster event, incident and problem resolution Executes automated actions and drives run-book automations for improved staff productivity and process efficiency 31

32 IBM Tivoli Automation Solutions Network and Performance IBM Tivoli Netcool Service Quality Manager Solution to combine service quality management (SQM) and service level agreement (SLA) to manage telecommunications service quality. Monitors and improves customer quality experience, resulting in more effective customer care and increased satisfaction Responds to network issues based on corporate directives such as revenue, profitability, service and customer impact Enables confident, successful and rapid introduction of new services Identifies high-priority problems quickly and accurately with powerful root-cause and impact analysis Offers comprehensive data collection capabilities and extensive pre-established service models with full KQI/KPI mapping and reporting 32

33 IBM Tivoli Automation Solutions Business Service IBM Tivoli Business Service Manager Solution to provide operational and business audiences with the service visibility and intelligence to manage real-time service health and business activity. Improves service visibility operations and business audiences with customizable dashboards Includes real-time service scorecards, tracking of key performance indicators and service level agreements Controls cost by integrating with and leveraging information from Tivoli and 3 rd -party management systems Generates dynamical Balanced Scorecard that includes the KPIs of service health and business and operational performance Accelerates problem resolution with automated service impact and root-cause analysis, a real-time service model and integrated access to service support and delivery systems 33

34 IBM Tivoli Automation Solutions Workload Automation IBM Tivoli Workload Scheduler Solution to aggregate and centrally manage cross-enterprise workloads with common policies, across applications and systems. Provides the backbone for automated workload management and monitoring Aggregates and centrally manages crossenterprise, heterogeneous workloads to support business goals and service levels Proactively monitors and manages workloads by exception and creates production runtime reports from a Web-based operations console Moves from a static, platform-based view of production workloads to a flexible, servicedriven environment by employing both calendar and event-based workload automation and workload balancing software Triggers batch job and job stream execution based on realtime events 34

35 IBM Tivoli Automation Solutions Resource Life-Cycle IBM Tivoli Provisioning Manager Solution to build the asset inventory and automate the provisioning of software across heterogeneous environments and different locations. Automate best practices for common data center provisioning activities in support of change and release management processes Discovers and tracks data center resources to enable highly accurate server provisioning and software deployments Facilitate efforts to consistently follow policies and preferred configurations, in support of corporate and regulatory compliance efforts Automates software and configuration provisioning across heterogeneous environments and different locations Optimizes availability by maintaining configurations and managing changes to resources 35

36 IBM Tivoli Automation Solutions Resource Life-Cycle IBM Tivoli License Compliance Manager Solution to manage software costs and license compliance, by identifying software inventory and measuring use activity. Proactively manages and verifies complex software license compliance Reduces unnecessary license fees by identifying software inventory with no or low use activity Enables monitoring of software use trends to plan financially optimal software migrations and license model changes and data center consolidations Helps generate cost savings by automating the manual data collection process needed for license compliance audits, redundant software cost control, contract negotiations, and budget planning Enhances the charge-back process by allocating the expensive low use software to the appropriate department 36

37 IBM Tivoli Automation Solutions Resource Life-Cycle IBM Tivoli Asset for IT Solution to manage IT asset life-cycles in order to control cost, mitigate compliance risk and optimize service with effective IT asset management. Helps control the cost of IT assets with a single solution that tracks and manages hardware, software and related information throughout their life-cycle Optimizes IT asset utilization and IT service levels deploy not more, not less Aligns IT with business requirements through IT asset cost and usage information Reduces IT asset cost by redeploying underutilized assets and avoiding software over-licensing Minimizes procurement and maintenance expenses and helps negotiate contract renewals with relevant contract, lease, warranty and license data Improves service desk quality and incident resolution time with accurate IT asset information 37

38 Service Support and Process Automation A unified platform to seamlessly support Service Life-Cycle simplifying the transition from ITIL v2 to v3 Integrated Solution Integrated set of solutions represent the full management of data, processes, tooling and people Service Request and Fulfillment Datacenter Provisioning and Release Common Data Model The core solutions share a common data subsystem for simple data sharing IT Assets Attributes Relationships Process Artifacts Related to CIs and Assets Process Definitions Configuration Items Attributes Relationships Configuration Data Linked Processes The core solutions share a process workflow automation engine No Rip and Replace Leverage existing investments in IBM and 3rd party IT management tools Service Platform Common Applications Common Workflow Common Reporting Common User Interface Common Autonomic Extensions Lower Cost of Ownership Lower infrastructure and training costs, simple upgrade model Incident and Problem Asset, Change and Configuration 38

39 IBM Tivoli Automation Solutions Service Support and Process Automation IBM Tivoli Application Dependency Discovery Manager Solution to gain visibility for IT Service by discovering application dependencies and configurations. Uses the application mapping and agent-less, discovery capabilities of application dependency software Visualizes relationships between applications, middleware, systems and network devices Captures the configuration of all resources, tracks changes to it and provides analytics to report the history of changes Compares discovered configurations to a reference master to reveal policy violations and determine if configurations comply company policies Deploys and shares application maps with operational management products, people and processes using open APIs 39

40 Mainframe apps - Blue PC/NT apps - Green Unix apps - Yellow 3rd party interface - Orange read. For More Information: See the database containing information about each application: Application V4.mdb AIS Reports Due Dates Stores & Mrkts Smart Plus Smart Plus Launcher P16 - Tally Sheet Stock Options L02-Resource Scheduling (Campbell) Resumix Cobra ACH CTS Banks - ACH and Pos to Pay Plan Administrators (401K, PCS, Life, Unicare, Solomon Smith Barney) E02-Employee Purchase Scorecard - HR P09 Bonus/HR ASIS Store Monitor Texlon 3.5 U16-Texlon Merch Mngr Approval Batch Forcasting Ad Measurement AIMS Admin Ad Launcher Prodigy Data Warehouse (Interfaces to and from the Data Warehouse are not displayed on this diagram) Broadcast Filter ELT PowerSuite AIS Calendar M03 - Millennuim 3.0 M02 - Millennium P15 EES Employee Change Notice P14 On-line New Hire Entry Intercept V03- Mkt Reactions I35 - CEI Rebate Transfer CopyWriter's Workspace Sign System PSP P09 - P17 Cyborg AIMS AIMS Reporting In-Home Repair Warranty Billing System General Maintenance Vendor Setup Budget Analysis Tool Insertions Orders Invoice App POS S08 - Vertex Sales Tax S03-Polling Star Repair Vendor Maintenance Printer Maintenance Printer PO Print Costing S07 - Cell Phones V01-Price System G02 - General Ledger C02 - Capital Projects F06 - Fixed Assets Equifax A04 - Cust Refund Chks P01- Employee Masterfile NPD, SoundScan Process Servers (Imaging) I18 SKU Rep Frick Co V04-Sign System Spec Source SKU Tracking Spec Source S20-Sales Polling A05 - AP E13 E3 Interface D01 Post Load Billing Optika AAS SiteSeer US Bank Recon File Mesa Data CTO2.Bestbuy. com U18 - CTO B01 - Stock Status I05 Inventory Info B02 Merchandise Analysis Connect 3 PDF Transfe S01 - Sales Corrections I12 Entertainment Software Connect 3 Connect 3 Reports Cash Over/ Short NEW Soundscan NPD Group AIG Warranty Guard I04 Home Deliveries I09 Cycle Counts S05 - House Charges I55 SKU Information Roadshow ICMS Credit I06 - Customer Order S04 - Sales Posting NARM EDI Coordinator Cellular Rollover Sterling VAN Mailbox (Value) E01-EDI K02 Customer Repair Tracking Cash Receipts/Credit I03 Return to Vendor I10 Cycle Physical Inventory S02 - Layaways I14 Count Corrections I13- Auto Replenishment 1 I11 Price Testing OTHER APPS - PC AP - Collections/Credit TM - Credit Card DB S09 - Digital Satellite System S11 - ISP Tracking L60 MDF Coop I07 Purchase Order Misc Accounting/Finance Apps - PC/NT COBA (Corp office Budget Assistant) PCBS(Profit Center Budget System) Merchandising Budget Fringe PO UAR - Universal Account Reconcilliation S06 - Credit App I01 PO Receiving INVENTORY CONTROL APPS - PC Code Alarm Debit Receivings Devo Sales Display Inventory In Home Junkouts Merchandise Withdrawl Promo Credits RTV Accrual Shrink AP Research - Inv Cntrl AP Research-Addl Rpts Book to Perpetual Inventory Close Out Reporting Computer Intelligence Data Count Corrections Cross Ref for VCB Dnlds Damage Write Off Debit Receivings Depository Banks DFI Vendor Database Display Inventory Reconcil Display Inventory Reporting L01-Promo Analysis V02-Price Marketing Support I02 - Transfers Supplier Compliance I35 Early Warning System Valley Media Journal Entry Tool Kit INVENTORY CONTROL APPS - PC DPI/CPI IC Batching Inventory Adj/Count Correct Inventory Control Reports Inventory Levels Inventory Roll Merchandise Withdrawl Open Receivings PI Count Results PI Time Results from Inv Price Protection Sales Flash Reporting Shrink Reporting SKU Gross Margin SKU Shrink Level Detail USM VCB Downloads I17 Customer Perceived In-Stock I06 Warehouse Washington, RGIS, Ntl Bus Systems X92-X96 Host to AS400 Communication SKU Performance SKU Selection Tool Arthur Planning Ad Expense Store Scorecard Page 1 of 2 Store Budget Reporting I15 Hand Scan Apps BMP - Bus performance Mngt ACCTS REC APPS - PC 990COR Bad Debt Benefical Fees Beneficial Reconcil JEAXF JEBFA JEBKA JEDVA JESOA JEVSA JEVSF NSF TeleCredit Fees Prepared by Michelle Mills Discovery and Application Mapping Lines: Colors have no special meaning. They are to help make the diagram easier to DRAFT Best Buy - Application Diagram V4 DRAFT November 10, 1999 Traditional View of Infrastructure Topology What does the service configuration look like does the topology reflect the current state? By changing this server, what other devices are impacted? What database might be involved and what other application could be affected? Automated Discovery & Application Mapping Enables organizations to visualize dependencies between applications, and within the IT infrastructure Understand how any changes in the IT infrastructure can affect associated business processes Achieve regulatory compliance, ability to audit plus improved control of IT infrastructure 40

41 Relationship Mapping Configuration Information See the Big Picture Provides broadest and most extensible coverage Delivers deepest cross-tier run-time details Unique fully automated application discovery Rapid Time-to-Value Fast low-cost implementation Agent-free auto-discovery 41

42 Identify Changes to Assist Problem Resolution Step 1 Select change history window to identify changed components Step 2 Changed Configuration Items are automatically identified Step 3 View detailed history of the changes by attribute 42

43 Audit Configuration Items via Comparison Select identical component types to run a comparison report Enables easy comparison of like CIs to a master copy Dissimilar attribute values are highlighted 43

44 IBM Tivoli Automation Solutions Service Support and Process Automation IBM Tivoli Change and Configuration Database Solution to automate data, workflows and policies and align IT infrastructure management with business priorities. 44 Delivers efficient, cost-effective management by integrating IT processes, data and people Leverages automated discovery, application mapping and visualization capabilities Facilitates a comprehensive view of attributes and relationships between configuration items and supported business services Facilitates internal and regulatory compliance by enforcing policies as well as tracking and recording changes across the organization Employs best-practice change management processes with impact assessment and visibility of schedules Ensures that configuration data is current through change and configuration process management Visualizes all critical intelligence regarding the infrastructure through data consolidation and federation capabilities

45 IBM Tivoli Automation Solutions Service Support and Process Automation IBM Tivoli Unified Process Composer Solution to provide detailed documentation of service management processes based on best practices. Addresses all areas of IT Service Provides more detailed content and tooling Allows to build optimal relationships among people, processes, and technology Enables capture of industry best practices to increase organizational efficiency and effectiveness 45

46 IBM Tivoli Automation Solutions Service Support and Process Automation IBM Tivoli Service Request Manager Solution to provide an integrated Service Desk and Service Catalog for One-Touch" IT experience. Manages call-based and catalog-based requests in one solution with integrated service desk software and service catalog Takes problem and incident management software to another level with best practice incident and problem processing Enables users to obtain IT services through published service offerings Takes advantage of proven workflows and achieves fast time to market Employs change and configuration management software features, such as easy drag and drop screen, workflow customization and simple configuration tools for on-the-fly changes Combines upgradeability, easy configuration, customer-built customizations and data preservation during updates/upgrades 46

47 IBM Tivoli Service Request Manager The integrated service desk solution unifies and automates key service support and asset management processes Service Requests Knowledge Service Request Manager Service Desk Incident Problem Asset/CI OMP/PMP Integration for Automation Service Provider Solution Integration Users Service Requests Shopping Requisition Order Service Catalog Order Tracking OMP/PMP Integration for Automation Service Provider Solution Integration Advanced work management processes Flexible and easy to configure, no coding required Integration with CCMDB, TEC and other OMPs Multi-customer support Based on leading standards-based technology J2EE, SOA, XML Process integration, built from the ground up on ITIL Single user interface Dashboards and reports Data integration IT and Enterprise Asset integration 47

48 IBM Tivoli Service Request Manager IBM Tivoli Unified Process Composer Integration IBM Tivoli Unified Process Composer's Request Fulfillment translates directly to the out-of-the-box workflow for Service Request. 48

49 IBM Tivoli Service Request Manager Instant Messenger Integration Instant Messenger support provides an alternative multi-threaded mode of communication with end users. Alternative multi-threaded mode of communication Chat sessions are recorded and stored in the ticket s communications log 49

50 IBM Tivoli Service Request Manager Remote Diagnostics Built-in Remote Diagnostics capabilities enable service desk personnel to remotely take over control of the end user s machine. Reduces technical support cost Increases 1 st call resolution rate Increases employee productivity due to downtime minimization Increases the quality of helpdesk service by significantly improving response times Increases customer satisfaction by providing timely quality customer support to end users Maintains audit record of the Remote Control sessions 50

51 IBM Tivoli Service Request Manager Knowledge Out-of-the-box Knowledge capability provides easy integration with external knowledge sources. Knowledge is a discipline by itself Strict process needed in order to keep knowledge base up to date Proper template are vital Advanced bonus schemes can help ensure success Knowledge-Centered Support (KCS) confirms that Tivoli Service Request Manager has built-in capabilities to provide knowledge centered support. - Melissa George, Program Director 51

52 IBM Tivoli Service Request Manager Customer Survey Built-in survey management capabilities allow service desk personnel to author and distribute customer surveys related to Service Desk and Service Catalog. Author and distribute customer surveys Automatic distribution of a survey via to a specific user Automatic distribution of a survey via to all users in the system over a cyclical time period Agent can conduct a telephone survey with the end-user and record survey responses Reporting based on survey results 52

53 IBM Tivoli Service Request Manager Improved Service Delivery through Service Catalog The service catalog component of the IBM Tivoli Service Request Manager provides the necessary tooling to define and publish a catalog. Provides flexibility for customers to shop for published IT service offerings through service catalog Helps optimize productivity of service-desk personnel and increases end-user satisfaction Maximizes IT infrastructure stability and availability Establishes a common solution for global support Assigns and tracks SLA compliance to your service request/requisitions Associates cost to IT service offerings and manages consumption 53

54 End-to-End Infrastructure Customer example of a prioritized roadmap Automation How to automate mundane and repetitive tasks? How to track, fix and automate problem resolution? How to provide IT agility and automate critical IT processes? Plan Execute Monitor a Analyze Dependencies How to discover what needs to be managed? What is the authoritative source of configuration item information? Dashboards How to bring together IT and business information in a meaningful and personalized way? IBM Service Monitoring and Events What is happening with the infrastructure resources? How to manage problems effectively and efficiently? 54 Business Metrics How to apply business context to working problems? How to provide key performance indicators for the business? Customer Experience How are business transactions performing? How to take first steps to align IT with business requirements? How to understand the end-user experience?

55 IBM Tivoli Automation Visualize, control and automate with IBM Tivoli Automation solutions TBSM / TSLA TEC / OMNIbus / OMEGAMON ITM / ITCAM OMEGAMON XE for System z Launch in Context IBM Director Tivoli Performance Analyzer Current Future 55 Visibility Tivoli Enterprise Portal Control Tivoli Data Warehouse and Situations Automation Take Actions and Workflows

57 IBM Service and ITIL Service The combination of systems and capabilities needed to manage and deliver quality services while controlling costs Improving service delivery through repeatable processes Minimizing the impact of IT failures on business productivity Protecting the business from internal and external threats Controlling the business and IT assets to bring value to the business Ensuring that data and business information is retained according to compliance requirements Optimizing the return on investment of all assets across the business enterprise Meeting customer expectations for services delivered ITIL A set of best practices for Service that worked well in other IT organizations Is not a set of rules to follow like a cookbook ITIL gives advice in: IT Service Strategy IT Service Design IT Service Transition IT Service Operation Continuous IT Service Improvement 57

58 Standards Based Technology The Tivoli Process Automation Engine is built on standards based technology modern yet mature Built on standards SOA and Web Services Standards-based interfaces J2EE Standards-based business logic HTML Standards-based user interface XML Standards-based messages and configurations Enterprise level security and authentication Single Sign On and LDAP Enterprise level user management and authentication HTTPS (SSL) Internet level transmission security DESede Proven data storage security Zero code (stored permanently) on the client Designed to upgrade (migration manager) 58

60 Benefits of IBM Service Visualize How does the underlying service infrastructure support the provided application or service? Prioritize Are problems impacting service availability, performance, integrity and delivery against SLAs? Communicate How to deliver contextual service intelligence to the operational staff that must manage service performance? How to deliver the relevant business metrics to the lines of business that must manage SLAs? IBM (software) allows us to view our IT infrastructure from a business process perspective in real-time, and respond to problems with the correct priority. This helps to ensure that we maintain the service levels that our customers demand. Arndt Kollett, Lead Architect, E.ON IS GmbH, Germany 60

61 Customer Cases Improve Service Achieve superior service delivery and align all assets to business goals with a business-driven service model to respond with agility and speed to changing business imperatives Improving Service Increasing customer satisfaction for excellent service Protecting information through the implementation of business continuity Improving Service Real-time graphical representations of the state of the network Access to service and availability levels via Web-browser Customer Case: Banque Misr 20% increase in customer satisfaction due to shorter branch response times and faster transactions on the core banking system; the availability of the backup site increased with the implementation of a clear business continuity plan. Customer Case: SKY Network and service assurance solution monitoring 1000s of network devices and application services at over 1,200 exchanges, 24x7 availability to more than 1.6 million broadband customers. Case Study: Sky builds a state-of-the-art broadband network with the support of enterprise network management solutions 7K2K5B?OpenDocument&Site=tivoli&cty=en_us 61

62 Customer Cases Reduce Cost Implement a cost-efficient infrastructure that balances mounting budget pressures with rising customer demands, service delivery expectations, and adoption of emerging technologies Reducing Cost Reducing CAPEX and OPEX through virtualization-driven efficiencies Managing growth with no increase in IT support costs Reducing Cost Increasing utilization of critical business assets while maximising ROI Lower overall asset management costs through efficient procurement and proactive maintenance Customer Case: University of Pittsburgh Medical Center Reduces capital and operating costs by up to US$ 30M, improves energy efficiency by reducing floor space 40% and physical servers 67%. Customer Case: BP Angola Improves production efficiency through improved uptime, improves employee and environmental safety, to position BP for maximum efficiency and safety; shorter time to investment. Case Study: BP prepares for tomorrow's production needs on a foundation of efficient, integrated processes 7JQGZW?OpenDocument&Site=tivoli&cty=en_us 62

63 Customer Cases Manage Risk Instill trust with key constituents that all business and IT infrastructure is secure and resilient, including smart and mobile devices, external networks, and supply chains Managing Risk Protecting customers, and the company s brand with no loss of data Compliant with regulatory requirements Managing Risk Connecting to the world securely with 100% availability Centralized management and monitoring with real-time analysis and automatic detection of security threats 63 Customer Case: BMO Financial Group Providing a recovery point of zero and a recovery time of 2 hours helps reduce operational risk, increase client trust, improve availability, and meet stringent regulatory compliance requirements. Customer Case: Australian Open Securely, resiliently provides scalable resources 100x normal scalability, real-time analysis and prevention of attacks and achieves 23% reduction in energy consumption, with 100% website availability. Case Study: Australian Open takes tennis to millions of online viewers worldwide 7JMQEX?OpenDocument&Site=tivoli&cty=en_us

64 Integration Enables Productivity and Value Add The Service Platform puts everything seamlessly in one place Solution Packaging Administration Job Plans, Work Orders Reporting Configuration Items System Configuration (Workflow, Application Designer, etc) Security Start Center Self-Service Assets Service Desk (Incident and Problem) Service Catalog Service Level Knowledge Base Asset Contracts Procurement Inventory Financial (Costs) Change Configuration Release Preventive Maintenance Industry Solutions Included in Platform Included in Service Request Manager Included in Asset for IT Included in CCMDB Included in Release Included in EAM 64

66 Get You Started Today ITSM Self-Assessment Tool Facilitates identifying organizations service management priorities Self-assessment of organizations capabilities, importance, current levels of automation and governance effectiveness Based on a proven approach ITSM Best Practices Process Tool Navigation tool that provides how-to for customizing and implementing best practices for mapping, modifying and improving IT processes Prescribe specific actions for ITIL v3 Includes a variety of different process frameworks and initiatives exist in the IT industry (like ITIL, COBIT, Six Sigma, and others) ITSM Self-Assessment Tool download URL ITSM Best Practices Process Tool download URL 66

67 Assessments and Workshops Client Need Entry Assessment Deeper Dives Need to improve service Service Whiteboard Executive Briefing: Establishing service management and dynamic infrastructure business value to customers Vision focused. What it is: 2h structured onsite workshop/presentations facilitated by IBM Tivoli business consultants Deliverable: Identification and prioritization of IT Service opportunities Client investment: Requires a two hour commitment by Executive and Senior client management. Free of charge workshop delivered by IBM Tivoli sales and/or IBM Tivoli business consultants IT Service Self- Assessment: Helping customers better understand how their IT infrastructure can more effectively and efficiently deliver IT services. What it is: Web-based (1 hour) self-assessment or guided onsite (3 hours) workshop Deliverable: By rating processes grouped for customer's convenience, the tool provides insight into an ITIL-based foundation to realize benefits from an integrated, service-oriented approach towards ITSM Client investment: Free of charge, self-assessment or delivered by IBM Tivoli business consultants Adopting ITIL V3 Basic Workshop to Implement ITIL Service Practices: Enabling IT organizations to provide reliable IT services to meet the requirements of the business processes, irrespective of the way these services are delivered to the external customers. This in turn enables the IT organizations to meet its business objectives. What it is: A 2 days workshop using the ITIL V3 methodology to let each interviewee (IT stakeholder) filling in a survey rating each process on importance and current capabilities Deliverable: Presentation and report to outline observations along with suggested recommendations, using spider diagrams to focus on customers objectives to deliver service excellence Client investment: Free of charge, delivered by IBM Tivoli business consultants 67