Delivering Quality Service with IBM Service Management

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1 Delivering Quality Service with IBM Service Milos Nikolic, Global Technology Services Manager Dragan Jeremic, Technical Sales Specialist for Tivoli December 10th 2008

2 Innovation is the Process, Success is the Result Innovation is the process of delivering new products, services, processes and business models to help accelerate growth and create a unique competitive edge. Business Objectives Growth & Competitive Edge Compliance & Risk Optimize Investments Apply scarce resources more effectively Address the enormous resource applied to maintaining business operations CEOs indicate that Innovation is the preferred path to achieving business objectives in today s environment but how? Source: IBM Global CEO Study 2

3 Enabling Innovation 78% of CEOs believe integrating business and technology is fundamental for innovation Business and technology integration addresses many top inhibitors to innovation: Limited funding for investment Government restrictions Inflexible physical and IT infrastructure Process immaturity Insufficient access to information Organizations with extensive integration of business & technology grew 5% faster than their peers Source: IBM Global CEO Study

4 Everything is Digitizing The borders between IT and the real world are vanishing Real-time, mission-critical, connected 4

5 Digitalization is Driving Convergence As boundaries disappear, the management challenge expands ASSETS SKILLS INFORMATION TECHNOLOGY The growing ubiquity of IT is enabling business to combine all their strategic assets in new and innovative ways. Managing in this new world demands the convergence of people, process and technology management across the enterprise. People, process and technology convergence: the industrialization of IT. 5

6 Digitalization Drives Huge Growth The Scale of IT Continues to Explode Financial services Medical imaging Wireless communications Market data volumes rose by 1750% from By 2010 over half of U.S. equities trading will be algorithmic 4 billion messages per day will grow to nearly 130 billion by MB / 2D image in TB / 4D image in : 30% of total world storage In India: Wireless lines doubling every two years August M wireless lines Worldwide: 3 billion mobile subscribers in 2007 Sources: ¹Aite Group, Algorithmic Trading 2006: More Bells and Whistles, November 2006; ²TABB Group, Trading at Light Speed: Analyzing Low Latency Market Data Infrastructure, March

7 The Service from IBM Delivering quality service and enabling business innovation The knowledge and capability to deliver a specified business outcome when it needs to occur, within the time and cost parameters you promised it would. 7

8 IBM Service Enabling quality service delivery and business innovation Visibility: See your Business Control: Manage your Business Automation: Improve your Business Respond faster and make better decisions Manage risk and compliance Lower costs and build agility 8

9 Addressing Client Needs Solving the critical business problems across the enterprise IBM Service Best Practices, Methodologies, and Services Service Platform Do you need to manage all your key processes from a single interface? Does the health & performance of your applications support your business? Do you need to manage all of your data, information and storage resources? Are your people, applications and data secure? Are you sure? Do you need an energy-efficient datacenter? How will you manage SOA? Can you visualize & control of all your assets? Do you want your asset lifecycle automated? Can you deliver effective network services? Is QoS important? Visibility Control Automation 9

10 Comprehensive Capabilities, Built on Best Practices ISM Delivers Visibility, Control and Automation Across the Business IBM Service Best Practices, Methodologies, and Services Service Platform Service Delivery & Process Automation Service Availability & Performance Storage Security, Risk & Compliance Datacenter Transformation Asset Network & Service Assurance Visibility Control Automation 10

11 Service Delivery and Process Automation Incident & Problem Mgmt Knowledge Mgmt inclusive of 3 rd Party Data Work Visibility Single role based service management platform to manage, inventory, and execute client processes and work Change Service Request Mgmt Process Automation Service Delivery Configuration Provisioning & Release Mgmt Asset Control Enforce process standards and controls through defined, managed, workflows and auditable approvals and escalations. Automation Eliminate cost and error by automating change, configuration, provisioning, release and asset management tasks. 11

12 Service Assurance and Performance Visibility Visualize service performance and health across all network, server, middleware and application components. A Lifecycle Based Availability Solution for Success Plan for growth & service enhancements Fix the problem Determine the root cause Isolate the bottleneck Remediate Diagnose Isolate Optimize IT Availability Life Cycle Service Discover Correlate Sense Application Availability Business Service Discovery of Application landscape and supporting infrastructure Monitor end user experience, applications and supporting infrastructure Correlate & Analyze Events Consolidated Operations Control Increase effectiveness and productivity, reduce errors and improve availability through consolidated tooling. Automation Keep costs under control as all aspects of infrastructure grows with integrated policy-based automation. 12

13 Storage Data Protection Protecting business critical application data Ensuring rapid recovery, data reliability and integrity Reducing legal exposure through data encryption and key management Visibility Create complete transparency across the complete information lifecycle for all business data and records. Storage Resource & Infrastructure Information Retention & Lifecycle Enabling visibility into storage environment Optimizes storage performance and capacity utilization Virtualizing storage for ease of administration, capacity utilization and transparent data migration Retaining information at the most cost-efficient tier Keeping copies to help with regulatory/bookeeping requirements Control Policy-based management of information access, retention, archiving and disposal of data aligned to business controls. Automation Increase productivity of storage and security personnel though integrated tooling and policy-based workflows. 13

14 Security, Risk and Compliance The The IBM IBM Security Security Framework Framework Security Security Governance, Governance, Risk Risk and Compliance and Compliance People and Identity Data and Information Application and Process Network, Server, and End-point Physical Infrastructure Common Policy, Event Handling and Reporting Common Policy, Event Handling and Reporting Visibility Timely insight into business continuity risks and compliance posture across infrastructure, data and applications. Control Effective control of the configuration, protection, access and utilization of information, applications, networks, servers and end-points. Automation Efficient automation of the identification and remediation of vulnerabilities and addressing compliance mandates. 14

15 Data Center Transformation Dynamic Data Center (DDC) Software Data Center Transformation (DCT) Software Virtualization (Tivoli only) SOA Mgmt. Green Data Center Data Center Transformation (DCT) Software Services Visibility Eliminate silo views of infrastructure and applications and monitor workloads across physical, logical and grid/cloud infrastructure. Control Transform provisioning and change management to create a dynamic computing, middleware and application environment. Simple Virtualization Secure Aggregation Services Services Service Virtualization 3 rd 3 rd Party Party Services Services 3 rd 3 rd Party Party Services Services Automation Increase agility and responsiveness to business demands by creating a flexible, self-managing computing and data infrastructure. 15

16 Asset Enterprise Asset Manage all critical assets throughout their life, extend their life and maximize their value to the enterprise. Financial Align and prioritize asset management initiatives with operating, financial and other business objectives while optimizing lifetime return on asset investment. Lower cost, reduce license and regulatory compliance exposure, allocate the cost of shared resources, provide IT cost transparency and better align IT with business goals. Asset Convergence IT Asset Efficiently and effectively track and manage the lifecycle of IT assets - both hardware and software. Visibility Enable access to all aspects of asset description, configuration and financial information in a service context. Control Improve quality and reduce risks across the asset management lifecycle through integrated management tools. Automation Create integrated workflows to speed delivery and service times, increase efficiency and reduce re- work costs and quality problems. 16

17 Network and Service Assurance Visibility Deliver a single point of monitoring for all network traffic, event/fault and service quality management across converged infrastructures. Service Infrastructure Apps Control Enforce policies for service quality and traffic prioritization to deliver optimized service within agreed service levels. Integrated Service Quality Assurance for converged (triple-play) play) voice, video, data networks. Automation Speed problem resolution times and reduce diagnostic errors through automated root cause analysis. 17

18 IBM is the Market Leader Market Share Leader Systems #1 in Performance & Availability IDC #1 in Event Automation IDC #1 in Performance Software- IDC #1 in System - IDC #1 in Server Provisioning- IDC #2 in Mobile Device - IDC #2 in Operating Systems and Subsystems- IDC #2 in Distributed Performance & Availability - IDC Service Assurance and Network #1 in Service Assurance- OSS Observer #1 in Event - OSS Observer #1 in Performance - OSS Observer #1 in Worldwide Network Availability- IDC #1 in Worldwide Telecom Assurance- IDC Storage #1 in Archive and Hierarchical Storage - IDC Security #1 in Identity and Access - IDC #2 in Security and Vulnerability - IDC 18 Gartner Magic Quadrant Leadership SRM/SAN Application User Provisioning Web Access IT Event Correlation and Analysis Enterprise Asset : Power Generating, Manufacturing and Distribution Utility Recent Awards April 2008 Tivoli Service Request Manager Named Leader in Forrester Wave for Service Desk Tools 2007 Plant Engineering Magazine Reader s Award, Silver in Best Maintenance Software category 2006 VARBusiness Annual Report Card Award, Enterprise Storage S/W 2006 VARBusiness Tech Innovator Company of the Year, IBM Tivoli Continuous Data Protection for Files

19 Tools to Get You Started Today IBM Service Visibility, Control & Automation Assessment Tool Facilitates identifying your service management priorities Visibility Control Automation Leverages your existing investments Based on a proven approach Provides a roadmap to integrated service management that delivers exponential value ITSM Self-Assessment Tool Facilitates identifying your service management priorities Self-assessment of your capabilities, importance, current levels of automation and governance effectiveness Based on a proven approach Contact your IBM representative for this self-assessment Visit to access this tool Assessment/ 19

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21 Backup Materials 21

22 Tivoli Software At-a-Glance For the sixth consecutive year, Gartner ranked IBM the worldwide leader in IT operations management software based on total software revenue (June 2007) Tivoli s service management portfolio delivers the Visibility, Control, and Automation needed to deliver quality service, manage risk and compliance and accelerate business growth. 22,000 Tivoli clients worldwide 2,000+ business partners 5,000+ Tivoli employees worldwide (includes 2,000+ sales and technical sales employees) Sixteen strategic acquisitions to further broaden service management capabilities in the past five years 22

23 Tivoli s Service Mgmt. Platform Enables Convergence Process Engine Visualization and Reporting: Reduce costs and optimize workflows Implement process/quality standards Leverage existing management tools and automation Support creation of operations run books. Common Workflow & Automation Integrated Service Integrated Integrated Dashboards Dashboards & Reporting Reporting Optimize individual and group productivity Eliminate errors by sharing data across multiple teams Facilitate rapid decision making with at-a-glance service dashboards Lower cost of ownership through common platform 23 Common Data Model & Asset Info. Common Data Model: Improve support and delivery outcomes, increase quality and process effectiveness Enable high levels of effective automation based on accurate and up to date information

24 What is IBM Service? Delivers the ability to answer these three questions What s happening with the infrastructure? Service Platform 24 What actions do we take? How does this relate to the business service?

25 Expanding the scope of IBM Service Connecting the asset to the service IBM service management Aligning the service with the business Process management Service management platform Service Platform Operational management Best practices and services Managing it all!

26 IT Operational Products Integrated across silos through ITSM Platform and to IT Process Products Business Application Mgmt Server, Network & Device Storage Security IBM IT Service Products include: Products include: Products include: Products include: IT Process Products IT Service Platform IT Operational Products Best Practices Tivoli Composite Application Manager Tivoli Business Systems Manager Tivoli Intelligent Orchestrator Tivoli Service Level Advisor Tivoli License Manager Tivoli License Compliance Manager for z/os Tivoli Enterprise Console Tivoli Monitoring Tivoli OMEGAMON Tivoli NetView Tivoli Remote Control Tivoli Systems Automation Tivoli Workload Scheduler Tivoli Provisioning Manager Tivoli Storage Manager Tivoli Continuous Data Protection for Files TotalStorage Productivity Center Tivoli Access Manager Tivoli Identity Manager Tivoli Federated Identity Manager Tivoli Directory Server Tivoli Directory Integrator Security Compliance Manager Tivoli Product Portfolio Available TODAY! Tivoli Contract Compliance Manager Tivoli Configuration Manager Tivoli Decision Support for z/os

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