Enabling Service Innovation on a Smarter Planet with Integrated Service Management Chris Mallon, Service Management Executive, IBM Canada
Our world is getting smarter intelligence is being infused into the systems and processes that enable services to be delivered Our world is becoming INSTRUMENTED Our world is becoming INTERCONNECTED Virtually all things, processes and ways of working are becoming INTELLIGENT By a smarter planet, we mean that intelligence is being infused into the systems and processes that enable services to be delivered; physical goods to be developed, manufactured, bought and sold; everything from people and money to oil, water and electrons to move; and billions of people to work and live. Samuel J. Palmisano, 12 January, 2010 2
Innovative new services, previously not possible, are changing the way we live and work - elevating the human condition Smarter energy services Smarter energy grids reduce CO 2 emissions by 14%, enable compliance with federal mandates, while improving service reliability & lowering energy cost to consumers by 10%. Smarter building services Smart buildings reduce energy & CO2 emissions by 10-50% and water usage 20-50%, while reducing pollution, & brownouts and enabling a safer work environment for employees. Smarter traffic services Smarter traffic management systems drive 40k/day new users of public transportation, reduce traffic by 20% and emissions by 12%, while improving commuter quality of life with less traffic. Smarter telecom services Smarter telecom services enable 85% faster time to market reducing service delivery from 10 months to 40 days, while enabling broader communication and entertainment choices for users. 3
However, the road to service innovation is not without challenges that must be overcome YOU CANNOT Higher Client Expectations BE SERIOUS! Greater Complexity Increased Risk More service options, more quickly, with higher quality. Services delivered across interconnected environments. Growth in business service data & security threats 4
A dynamic infrastructure must support the growing need to: Make informed, real-time decisions at the point of impact: Workload optimized systems that better align technology to the business. Manage service delivery across more instrumented and interconnected business and IT processes and assets: A more integrated approach to Service Management. Change the storage economics and enable information-led growth: New cloud-enabled information services and innovative storage technologies. Mobility Infrastructure Facilities Infrastructure Production Infrastructure Technology Infrastructure Communications Infrastructure + + + + DYNAMIC INFRASTRUCTURE
We must start thinking differently about how we design, deliver and manage services across the interconnected service chain From silos: Applications System Network Mainframe Storage Voice Security To service chain: Applications System Network Mainframe Storage Voice Security Smart Phones Smart Aircraft Smart Buildings Smart Vehicles Smart Meters Smart POS Smart Video GPS Tracking RFID Tracking 6
Successful service innovators begin with a defined and measurable service strategy, and measure their success. What are my top business services, processes & transactions in terms of revenue or productivity? Link to customers & revenue End-user productivity What are the expectations or commitments for service innovation, speed and quality? Speed, differentiation and competitive advantage Availability, Performance, Integrity Project & SLA commitments Infrastructure linkage to service quality problems Required investment to assure service quality/improvement/innovation What does it cost to deliver them? Technology hardware, software, services People design, delivery, deploy & maintain Usage LoB, customer, etc Power energy Are there any regulatory or compliance mandates that should drive priorities? 7 Will problems with business service quality impact shareholders? E.g. SOX, Basel II Security impact on shareholders, investors, patients, users
and approach the life of a service, as a business process, which must be integrated and optimized Line of Business Design & Delivery Data Center Operations Enterprise Operations Design Deliver Manage Visibility. Control. Automation. TM Continual Service Improvement Smart Assets Information Technology Physical Assets 8
Integrated Service Management INSTRUMENTED INTERCONNECTED Enables service innovation by providing Visibility. Control. Automation. TM across smarter business infrastructures and the endto-end service chain. VISIBILITY CONTROL INTELLIGENT AUTOMATION 9
Only Integrated Service Management interconnects data centers, design & delivery, and business with a flexible, integrated approach Enables delivery of innovative new business services across smarter business infrastructures. Improves design and delivery of applications and services across the lifecycle. Ensures service quality and integrity from the next generation of data centers. VISIBILITY CONTROL AUTOMATION 10
Unique capabilities and expertise provide targeted visibility, control & automation helping integrate and optimize service delivery Visibility. Control. Automation. TM Service strategy & architectures by industry Service lifecycle management Comprehensive asset management Security & Storage Management Service dashboards tailored by role Unified Management of Service Requests & Problems Automated delivery & management of technology (e.g. cloud, smart assets) 11
Integrated Service Management for Data Centers Ensures service quality and integrity from the next generation of data centers Integrated visibility across information technology, physical data center assets, and smart assets outside the data center Change, security and storage management for improved control. Visibility. Control. Automation. TM Automated delivery and management of technology across virtualization & clouds Workload optimized systems with integrated energy, systems and service management Flexible delivery models 12
Integrated Service Management for Data Centers SMARTER Energy Services Simplifying overall IT infrastructure while maintaining continuous business operations SMARTER Healthcare Services Delivering innovative, high quality patient care across 27 facilities and hospitals. Central Alberta Well Services: Calgary-based oil-field services company in enhances its workflow processes, reduces complexity within its IT infrastructure and improves data recovery time when it implements a suite of IBM Tivoli software solutions. IBM Advantage: Enhanced asset and storage management supported with consolidated monitoring and management Sisters of Mercy Health System: Developed and deployed an electronic patient record systems and ITIL compliant management system & best practices to handle service requests, problems, changes, and releases improving quality of patient care: 15% decrease in call abandonment; 10% increase in first call resolution; 6% improvement in turn around time for high priority calls. IBM Advantage: Service strategy & architecture, and security and storage Management. 13
Integrated Service Management for Design & Delivery Improves design and delivery of applications and services across the lifecycle. Comprehensive service lifecycle management software, best practices & expertise Service strategy and design tailored to your business Enterprise architecture, development and testing, project & portfolio, IT operations management, security & storage management. Service & application lifecycle integrations align development and operations Enterprise & Software Architecture and production configuration Request handling & provisioning for test lab and releases Application fix tracking and service desk Performance testing and production monitoring Synchronized asset and configuration details Next generation technology, services and delivery models, including private and public clouds Predictive analytics to measure delivery against key performance indicators, and ensure continual improvement Visibility. Control. Automation. TM 14
Integrated Service Management for Design & Delivery SMARTER Social Services Delivering greater convenience, and 50% cost reduction across the service lifecycle SMARTER Insurance Services Assuring revenue streams with closed-loop development, test & data center management. CAIXA Economica Federal: implemented a more scalable, efficient and accessible lottery service, increasing lottery participation by 7% and cutting rollout time of new lottery, financial & social services by 600%; while reducing costs by 50% (US $330 million). IBM Advantage: Tailored service strategy and architecture addresses unique industry pains. UK Insurance Services Firm: Integrated development and operations improving their ability to respond to heavy usage without sacrificing uptime or service quality for paying customers; enabled business growth and rapid response to market opportunities improving competitive advantage. IBM Advantage: Service lifecycle integrations (tools, and workflow) link development, testing and operations. 15
Integrated Service Management for Industries Enables delivery of innovative new services across smarter business infrastructures. Service strategy & architectures by industry not limited to IT audiences Comprehensive management of assets across business and technology boundaries, not just siloed enterprise or IT asset management. Visibility. Control. Automation. TM Unified service request, incident and problem management, not just IT or Enterprise ops, for centralized management Service dashboards for all audiences, not just IT, provide visibility into service health & business activity 16
Integrated Service Management for Industries SMARTER Cities Using asset management to boost city services and address infrastructure sustainability SMARTER Education Improved facilities management with lowered costs through effective and asset and workorder management. City of Cambridge, Ontario: Deployed an asset management system that gathers data from multiple incoming sources and integrates it with geographical information system (GIS) and global positioning system (GPS) devices linked to work management. The system now tracks and updates all infrastructure-related activities, costs, assets and resources to efficiently provide maintenance services. IBM Advantage: Asset management software, IBM hardware and implementation services from skilled IBM Business Partners deliver asset visibility resulting in improved decision-making capabilities. Calgary Catholic School District: Canadian school district is able to prevent equipment problems and service interruptions when it implements a comprehensive work and asset management system based on IBM Maximo software to analyze daily operations, understand overall asset costs and provide faster response time (as little as 20minutes) to critical maintenance issues. IBM Advantage: Single work and asset management platform that integrates with existing business processes and unifies the management of service requests. 17
IBM offers the integrated software, systems and services needed to address your unique service management needs Strategy and change services Industry frameworks Enterprise Asset Management software & services Business Service Dashboards Ent. architecture, development, & testing software Middleware software Service lifecycle integrations Private & Public cloud solutions Service management strategy & managed services Service availability & performance management Service delivery & process automation Workload optimized systems Integrated Service Management Integrated by design. 18
Join us at the MGM Grand Hotel in Las Vegas, February 27 March 2, 2011. Gain the insight required to enable service innovation in a comprehensive, world-class environment. Attend Pulse 2011 and learn how Integrated Service Management can help you deliver quality services, manage risk and compliance, and accelerate business growth. It s an event you won t want to miss! A valuable opportunity you don t want to miss: Attend high-quality general sessions and breakouts. Hear first-hand experiences and learn best practices from IBM clients. See innovative demonstrations from IBM and Business Partners at the extended Solution Expo. Network with over 6,000 of your peers in targeted education sessions, multi-use lounges, community receptions, and product user groups. Meet top strategic and technical talent. Gain insight into product roadmaps and the latest ideas in service management. Develop new skills with self-paced, technical, hands-on labs. Validate your product expertise with easy access to a wide variety of certification tests. Supplement your knowledge with post-conference education. Enjoy dynamic speakers and entertainment. Register at ibm.com/pulse REGISTER BY DECEMBER 1, 2010 AND SAVE $500 19
IBM can help you assess where you are today, and offer the right roadmap for success Visit the IBM Booth to meet IBM Service Management experts Leverage Integrated Service Management assessment and planning services: Strategy & Change Service Management Strategy & Design Join the Service Management Resource Centre to access content organized by business need and role: Service Management Resource Centre Visit Integrated Service Management online for more information: Integrated Service Management 20