1530 achieving results with it service management.ppt ... · it service management is the evolution...
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Achieving Results With IT Service ManagementManaging Technology to Enable Innovation
Keith GlendonIT Service Management LeaderTivoli SWG Services – APIBM Asia Pacific
Agenda
• Why IT Service Management?
• The Challenge & The Evolution
• Process-Driven Architecture
• Linking IT to Business – beyond service delivery
• Getting Underway
• Change: Market demands, workloads, service levels
• Compliance: Regulations, security, audit capabilities
• Complexity: Heterogeneous resources, organizational silos, composite applications
• Cost: Management and administration
“We’re trying to resolve a huge morass of IT complexity, while demand for our services keeps going up. We’re getting hit from both sides. So what are we doing about it? We’re delivering an adaptive IT organization that provides services on demand to support the needs of the business.” –– George Surdu, Director, Global Information Technology Infrastructure, Ford Motor Company, September 2005
IT organizations are under tremendous pressure
Source: IBM Global CEO Survey, Jan. 2006
• 78% of CEOs believe that integrating business and technology is of great importance to driving business growth
• Only 45% of CEOs believe that they have successfully integrated business and technology in their organizations
• 78% of CEOs believe that integrating business and technology is of great importance to driving business growth
• Only 45% of CEOs believe that they have successfully integrated business and technology in their organizations
The CEO Challenge
What Are CEOs Saying to IBM:
“…[organizations] must use technology to stay ahead of the curve…”
“Technology must be integrated in the early stages of business strategy …”
“Technology is the only way to cope with the surge of new work…[and] opportunities.”
“…[organizations] must use technology to stay ahead of the curve…”
“Technology must be integrated in the early stages of business strategy …”
“Technology is the only way to cope with the surge of new work…[and] opportunities.”
Bridging the business and technology integration gap
Integration & innovation drive business benefits
Source: IBM Global CEO Survey, Jan. 2006
Extensive integrators aremore successful:
2X as successful in reducing costs
2X as successful increasing quality and customer satisfaction
3X as successful increasing revenue
CEOs who have extensively integrated business and technology show superior results compared to CEOs with limited integration
ReducedCosts
Higher Qualityand Customer
Satisfaction
IncreasedRevenue
0%10%20%30%40%50%60%
Limited Integrators Extensive Integrators
Software Group
Technology Focus Business Focus
Trad
ition
alO
n D
eman
d
IT Management Focus
Bus
ines
s En
viro
nmen
t
IT Service Management is the evolution from a technology to a business focus
Systems and Application Management
• Optimize IT applications• Automate resource management • Centralized management information
IT Service Management• Optimize IT Services • Manage dynamic infrastructure• Integrated IT processes and information• Automated IT service workflows through processes
Resource Management
• Optimize IT resources• Maintain resource information• Automate operational tasks
Agenda
• Why IT Service Management?
• The Challenge & The Evolution
• Process-Driven Architecture
• Linking IT to Business – beyond service delivery
• Getting Underway
Software Group
IT Service Management Implementation Challenges
Where do I begin?
How do I take advantage of my existing investments (tools)
How do proven Best Practices (ITIL, CoBIT, CMM) pertain to me
What does IT Service Management mean to my specific business context?
I believe in the value, but how do I make it real?
Software Group
Option 3: Process FocusTargeting process improvement based on ITIL, CoBIT,
CMM practicesIssue: Provides framework – most fell short on making it “real”
Issue: This was a silo-based approach. Lack of process and integration across management products and IT teams. Lots of products without results.
Option 2: Data FocusFocusing on gathering and integrating data in a CMDB
Issue: led to integration of data, but lacked focus on integration with operational management products and process automation.
Option 1: Product FocusOperational management products for resource
management
Several Evolutionary Approaches…
Application Experts and
Tools
DatabaseExperts
and Tools
Desktop Experts
and Tools
NetworkExperts
and Tools
Server Experts
and Tools
Mainframe Experts
and Tools
Storage Experts
and Tools
IT Service Management is the optimal intersection of people, process, information and technology
ProcessesBased on Best PracticesAutomatedCustomizable
PeopleInterconnectedProductive
TechnologyIntegratedVirtualizedRole Based
Information StandardizedFederatedSecure
Availability Management
Change Management
Change Management
Security Management
Service Level Management
Information Lifecycle
Management
Release Management
• Started with Manufacturing
• Added Forecasting• Integrated Data Model• Added HR• Extended Data Model• Developed Workflow• Extended to Supply
Chain• Added Policy Control
Workflow
Common Data Model
Manu–facturing
Policy
Forecast HR … SupplyChain
Business Transformation and Evolution
Evolution
• Utilize a Standard Process Model (ITIL®)
• Establish a Common Data Model & ITSM Architecture
• Start with Service Delivery and Support
• Enable IT Services Workflows
• Manage through IT Governance
IT Service Management Enables the Same Transformation and Evolution for IT
Workflow
Common Data Model
Policy
Service Delivery
and Support
Evolution
Service Deployment
Information Mgmt
IT CRM and
Business Mgmt
Business Integration & innovation
Agenda
• Why IT Service Management?
• The Challenge & The Evolution
• Process-Driven Architecture
• Linking IT to Business – beyond service delivery
• Getting Underway
IBM has a long history of leadership and of contribution to ITILand industry ITSM best practices.
Information Systems
Management ArchitectureInformation System Management Architecture
Resource planningCapacity planningBudget planning
Skills planningTact ical plan mgmt.
DevelopmentplanningApplication planningData planningSystems planningProject planning
ManagementplanningManagement systemplanningManagement systemmonitoring
Service planningService mkt. planningService level planningRecovery planningSecurity planningAudit planning
Strategic planning and controlBusiness strategic planningArchitecture defini tionI/S strategic planning and control
Strategiclevelprocesses
D
Development andMaintenance controlProj. assignmentProj. schedulingProj. controllingProj. requirement controlProj. evaluating
Resource control
Change controlResource anddata inventorycontrol
Service Control
Production and Dist.schedulingResource and dataperformance controlProblem controlService evaluating
Administrative services
Financial administrationStaff performanceEducation/training
Information services
ProductionDistributionCustomer servicesService marketing
Operationallevel process
Tactical level process
Development andMaintenance Application/softwaredev. & upgradeAppl./soft. procurement & upgradeHardware/facilityinstall. & upgradeMaintenanceTuning and system balancingManagement systemdev.. & upgrade
Manage IT
Deploy Solutions
Deliver Operational
Services
Support IT Service and Solutions
Manage IT Assets and
InfrastructureRealize
SolutionsManage IT Business
Value
Provide Enterprise IT Management
System
Satisfy Customer
Relationships
Understand Customer
Requirements
Market IT Offerings and Capabilities
Administer Service Levels
Provide IT Operational Support to Customers
Manage Customer
Satisfaction
Establish IT Management
System Framework
Plan IT Management
System
Evaluate IT Management
System
Establish IT Value
Conduct Research
Develop IT Strategy
Justify Offerings and
Infrastructure Portfolio
Understand Solution
Requirements
Design Solutions
Construct and Integrate Solutions
Test Solutions
Gain Customer Acceptance and Certification of
Solution
Define Change Management
Practices
Plan Change Deployment
Administer Changes
Implement Solutions
Enable Service Delivery
Capability
Match Resources to Commitments
Perform Services
Sustain Service Delivery
Capability
Maintain Configuration Information
Manage Availability
Manage Facilities
Supporting IT
Manage Backup and Recovery
Manage IT Continuity
Manage Performance and Capacity
Manage Problems
Manage IT Finance
Procure Services and Components
Price Offerings and Administer
Customer Contract
Manage IT Inventory and
Assets
Manage IT Security
Manage Human Resources
Manage Skills Portfolio
Define IT Architecture
Develop / Track IT Plan
Manage IT
Infrastructure Management
Design and Planning
Deployment
Operations
Technical Support
Application Management
Managing the Business Value
Aligning the Delivery Strategy
Application Lifecycle
Management
Asset Management
Overall Processes
Core Asset Management
Logistics Processes
Verification & Compliance
Relationship Management
Special Situations
Service Support
Configuration Management
Incident Management
Problem Management
Change Management
Release Management
Service Delivery
Service Level Management
Availability Management
Capacity Management
Financial Management for IT Services
Security Management
Evaluate Assets
Analyze Security
Exposure, Risks & Vulnerabilities
Determine IT Security Practices
Implement Security
IT Services Continuity
ManagementAdminister Security
Audit Security
The business
The technology
Planning to implement service management
Application management
The business
perspective
ICT Infrastructure management
Service management
Service delivery
Service support
Security management
The business
The technology
Planning to implement service management
Application management
The business
perspective
ICT Infrastructure management
Service management
Service delivery
Service support
Security managementSoftware Asset ManagementSoftware Asset Management
Enterprise Operational Process FrameworkService Management
Control Service Delivery Costs
Control Service Levels
Contr ol Suppliers
Control Technology Strategy and Refresh
Handle Customer Satisfaction with Service Delivery
Handle Service Requests
Customer Service Center
Handle User Requests
Systems Operations
Control Batch Operations
Control Print Environment
Control Tape Operations
Run and MonitorOperations
Systems Managementand Control
Control Availability
Control Backup and Recovery
Control Capacity
Control Changes
Control Configurations
Control IT Continuity
Control Problems
Provide Service Delivery Measurements and Reports
Supervise and Control Processes
User Administration
Perform UserAdministration
System Support
Regulate the Physical Environment
Support Databases
Support Hardware
Support Hardware Facil ities
Support Performance
Suppor t Software
Deskside Support
Support Deskside
IMAC Support
Coordinate IMACs
Procurement
Handle Procurement
Inventory and Assets
Control Inventory
Control Software Licenses
Handle Inventory Logistics
Perform Wal l-to-Wall Inventory
Track Inventory
Track Software Licenses
IT Securi ty
Control IT Securi ty
Ski lls Management
Handle EducationRequirements
Handle Ski ll Requirements
Handle A Change Handle A Problem Handle Del ivery Plans and Standards Real ize Service Delivery Solutions
OPs byFunctional
Groups
Address Day-to-Day Process Issues Analyze Completed Requests Conduct Testing Handle Action Plan Completion Handle Service Enti tlement Failure Monitor Request Queue Perform Escalation Provide Request Status Reassign Request Update Configuration Information
CommonProcesses
CommonSubprocesses
Managers Set
Service Delivery
Set
Service Support
Set
Computer Operations
Set
Networks Set
Software Support
Set
Environmental Strategy Set
Environmental Management
Set
Office Environment
Set
Managers Set
Service Delivery
Set
Service Support
Set
Computer Operations
Set
Networks Set
Software Support
Set
Environmental Strategy Set
Environmental Management
Set
Office Environment
Set
Publ
ic D
evel
opm
ent
IBM
Inte
rnal
Dev
elop
men
t
Past Present Future
ITIL V.1ITIL V.2
ISMA ITPM ITIL Process Model
EOPS
Component Model for the Business of IT
Process ReferenceModel for IT
IT Services Reference Model
Information Systems
Management ArchitectureInformation System Management Architecture
Resource planningCapacity planningBudget planning
Skills planningTact ical plan mgmt.
DevelopmentplanningApplication planningData planningSystems planningProject planning
ManagementplanningManagement systemplanningManagement systemmonitoring
Service planningService mkt. planningService level planningRecovery planningSecurity planningAudit planning
Strategic planning and controlBusiness strategic planningArchitecture defini tionI/S strategic planning and control
Strategiclevelprocesses
D
Development andMaintenance controlProj. assignmentProj. schedulingProj. controllingProj. requirement controlProj. evaluating
Resource control
Change controlResource anddata inventorycontrol
Service Control
Production and Dist.schedulingResource and dataperformance controlProblem controlService evaluating
Administrative services
Financial administrationStaff performanceEducation/training
Information services
ProductionDistributionCustomer servicesService marketing
Operationallevel process
Tactical level process
Development andMaintenance Application/softwaredev. & upgradeAppl./soft. procurement & upgradeHardware/facilityinstall. & upgradeMaintenanceTuning and system balancingManagement systemdev.. & upgrade
Manage IT
Deploy Solutions
Deliver Operational
Services
Support IT Service and Solutions
Manage IT Assets and
InfrastructureRealize
SolutionsManage IT Business
Value
Provide Enterprise IT Management
System
Satisfy Customer
Relationships
Understand Customer
Requirements
Market IT Offerings and Capabilities
Administer Service Levels
Provide IT Operational Support to Customers
Manage Customer
Satisfaction
Establish IT Management
System Framework
Plan IT Management
System
Evaluate IT Management
System
Establish IT Value
Conduct Research
Develop IT Strategy
Justify Offerings and
Infrastructure Portfolio
Understand Solution
Requirements
Design Solutions
Construct and Integrate Solutions
Test Solutions
Gain Customer Acceptance and Certification of
Solution
Define Change Management
Practices
Plan Change Deployment
Administer Changes
Implement Solutions
Enable Service Delivery
Capability
Match Resources to Commitments
Perform Services
Sustain Service Delivery
Capability
Maintain Configuration Information
Manage Availability
Manage Facilities
Supporting IT
Manage Backup and Recovery
Manage IT Continuity
Manage Performance and Capacity
Manage Problems
Manage IT Finance
Procure Services and Components
Price Offerings and Administer
Customer Contract
Manage IT Inventory and
Assets
Manage IT Security
Manage Human Resources
Manage Skills Portfolio
Define IT Architecture
Develop / Track IT Plan
Manage IT
Infrastructure Management
Design and Planning
Deployment
Operations
Technical Support
Application Management
Managing the Business Value
Aligning the Delivery Strategy
Application Lifecycle
Management
Asset Management
Overall Processes
Core Asset Management
Logistics Processes
Verification & Compliance
Relationship Management
Special Situations
Service Support
Configuration Management
Incident Management
Problem Management
Change Management
Release Management
Service Delivery
Service Level Management
Availability Management
Capacity Management
Financial Management for IT Services
Security Management
Evaluate Assets
Analyze Security
Exposure, Risks & Vulnerabilities
Determine IT Security Practices
Implement Security
IT Services Continuity
ManagementAdminister Security
Audit Security
The business
The technology
Planning to implement service management
Application management
The business
perspective
ICT Infrastructure management
Service management
Service delivery
Service support
Security management
The business
The technology
Planning to implement service management
Application management
The business
perspective
ICT Infrastructure management
Service management
Service delivery
Service support
Security managementSoftware Asset ManagementSoftware Asset Management
The business
The technology
Planning to implement service management
Application management
The business
perspective
ICT Infrastructure management
Service management
Service delivery
Service support
Security management
The business
The technology
Planning to implement service management
Application management
The business
perspective
ICT Infrastructure management
Service management
Service delivery
Service support
Security managementSoftware Asset ManagementSoftware Asset Management
Enterprise Operational Process FrameworkService Management
Control Service Delivery Costs
Control Service Levels
Contr ol Suppliers
Control Technology Strategy and Refresh
Handle Customer Satisfaction with Service Delivery
Handle Service Requests
Customer Service Center
Handle User Requests
Systems Operations
Control Batch Operations
Control Print Environment
Control Tape Operations
Run and MonitorOperations
Systems Managementand Control
Control Availability
Control Backup and Recovery
Control Capacity
Control Changes
Control Configurations
Control IT Continuity
Control Problems
Provide Service Delivery Measurements and Reports
Supervise and Control Processes
User Administration
Perform UserAdministration
System Support
Regulate the Physical Environment
Support Databases
Support Hardware
Support Hardware Facil ities
Support Performance
Suppor t Software
Deskside Support
Support Deskside
IMAC Support
Coordinate IMACs
Procurement
Handle Procurement
Inventory and Assets
Control Inventory
Control Software Licenses
Handle Inventory Logistics
Perform Wal l-to-Wall Inventory
Track Inventory
Track Software Licenses
IT Securi ty
Control IT Securi ty
Ski lls Management
Handle EducationRequirements
Handle Ski ll Requirements
Handle A Change Handle A Problem Handle Del ivery Plans and Standards Real ize Service Delivery Solutions
OPs byFunctional
Groups
Address Day-to-Day Process Issues Analyze Completed Requests Conduct Testing Handle Action Plan Completion Handle Service Enti tlement Failure Monitor Request Queue Perform Escalation Provide Request Status Reassign Request Update Configuration Information
CommonProcesses
CommonSubprocesses
Managers Set
Service Delivery
Set
Service Support
Set
Computer Operations
Set
Networks Set
Software Support
Set
Environmental Strategy Set
Environmental Management
Set
Office Environment
Set
Managers Set
Service Delivery
Set
Service Support
Set
Computer Operations
Set
Networks Set
Software Support
Set
Environmental Strategy Set
Environmental Management
Set
Office Environment
Set
Managers Set
Service Delivery
Set
Service Support
Set
Computer Operations
Set
Networks Set
Software Support
Set
Environmental Strategy Set
Environmental Management
Set
Office Environment
Set
Managers Set
Service Delivery
Set
Service Support
Set
Computer Operations
Set
Networks Set
Software Support
Set
Environmental Strategy Set
Environmental Management
Set
Office Environment
Set
Publ
ic D
evel
opm
ent
IBM
Inte
rnal
Dev
elop
men
t
Past Present FuturePast Present Future
ITIL V.1ITIL V.2
ISMA ITPM ITIL Process Model
EOPS
Component Model for the Business of IT
Process ReferenceModel for IT
IT Services Reference Model
Built on SOA, as well as manages and secures SOA environments
Open, standards-based and federated Change and Configuration Management Database (CCMDB)
Proven technology for integrating ‘Process to Product’ – including third-party vendors
Based on self-managing autonomic technologies and best practices such as ITIL
A Comprehensive Technology Framework for ITSM
IT Operational Management Products
IT Service Management Platform
IT Process Management Products
Best Practices
IBM IT Service Management
Software Group
IBM IT Service Management
Best Practices
Change and ConfigurationManagement Database (CCMDB)
A Comprehensive Approach to IT Service Management
IT Service Management Platform
IT Process Management Products
IT Operational Management Products
CMDB
CMDB … the Revolutionaries’ Weapon of Choice
A true CMDB should do muchmore than just store data (CDB):
– Integrate and share data across a complex enterprise
– Maintain data currency and accuracy to support IT teams
– Automate process workflows to enforce business critical policies
– Integrate processes to operational management products for efficiency
Information isn’t valuable untilit’s acted upon … a CMDBshould facilitate action
Software Group
• Configuration Management Database• Open, federated model• API and GUI reporting access• Automated Application Resource Discovery
and Mapping
• Workflow Engine• Based on WebSphere technology• Process modeling and simulation• Automated process execution• Real-time monitoring and reporting
• Automated Process Workflows• Change & configuration management
Based on proven IBM technology
IT Service Management Platform – An Open, Standards-Based Configuration Platform
IT Operational Management Products
IT Service Management Platform
IT Process Management Products
Best Practices
IBM IT Service Management
Software Group
IBM IT Service Management
Best Practices
Change and ConfigurationManagement Database (CCMDB)
Server, Network & Device
ManagementStorage
ManagementSecurity
ManagementBusiness
ApplicationManagement
A Comprehensive Approach to IT Service Management
IT Service Management Platform
IT Process Management Products
IT Operational Management Products
IBM IT Service Management
Best Practices
Change and ConfigurationManagement Database (CCMDB)
Server, Network & Device
ManagementStorage
ManagementSecurity
ManagementBusiness
ApplicationManagement
Service Delivery
& SupportService
DeploymentInformation
ManagementBusinessResilience
IT CRM & Business
Management
A Comprehensive Approach to IT Service Management
IT Service Management Platform
IT Process Management Products
IT Operational Management Products
• Product that automates IT management processes for rapid responsiveness and greater flexibility
• Interfaces with IT Service Management Platform
• Integrated with Tivoli and non-Tivoli management products
• Based on experience applying ITIL®, eTOM, CobiTand CMMI in customer environments
• Can be personalized to your unique environment
IT Operational Management Products
IT Service Management Platform
IT Process Management Products
Best Practices
Service Delivery
& SupportService
DeploymentInformation
ManagementBusinessResilience
IT CRM & Business
Management
IT Process Management Products
IBM IT Service Management
Data Subsystem
Integrated User Interfaces
Process RuntimeEnvironment & Services
IT Infrastructure, Transactions,Users, and Business Processes
Integration Adapters
Discovery LibraryData Synchronization
& Federation---.--.-----.-==.=-.-
---.--.-----.-==.=-.----.--.-----.-==.=-.-
---.--.-----.-==.=-.-
Integration Modules
---.--.-----.-==.=-.-
Common TasksProcess monitorReportsCustomizationConfigure policy
Release Management
AvailabilityManagement
StorageProvisioning Management
Functional interfaces
Management Tools (IBM & 3rd party)
Process SpecificTasks
Process SpecificTasks
Policies
IT Service Management Architecture
CMDBReconciliation
for data cleansing& normalization
Configuration &Change Management
Agenda
• Why IT Service Management?
• The Challenge & The Evolution
• Process-Driven Architecture
• Linking IT to Business – evolving beyond service delivery
• Getting Underway
Tools and Methodware
IBM RationalUnified Process
Component Infrastructure Roadmap
IBM Tivoli Unified Process
IBM IT Service Management Reference Model – A Cross IBM Initiative
Linking the Management of IT to the Management of Business
Business Reference Model
Implementation Reference Model for IT
Process Reference Model for IT
IT Process Reference Model
Operational Workflow
Workflow Procedures
High Level Processes
Component Business Models
CBM for IT
CBM for Retail
CBM for CPG
CBM for Automotive
…etc.
The Component Business Model for the Business of ITService and
Solution Development
IT Customer Relationship Management
BusinessEnablement
Service & SolutionStrategy
Business Performance
Planning
DemandManagement
CommunicationsPlanning
IT Business Management
Business Resilience
Service and Solution
Deployment
Directing
Controlling
Executing
Information and
Knowledge Management
Service Delivery and
Support
SupportServices Planning
Infrastructure Operations
InfrastructureResource
Management
Support ServicesManagement
InfrastructureResource Planning
OperationsPlanning
Deployment Strategy
EnterpriseArchitecture
PortfolioManagement
Financial Management
Business Technology
Performance & Value
Human ResourcesManagement
IT Financial Management
Staff Administration& Development
Supplier and Contract
Administration
Business Technology
Strategy
TechnologyInnovation
InformationManagement
Strategy
Information Architecture
KnowledgeManagement
Strategy
KnowledgeResource
Management
InformationResource
Management
Business Resilience
Strategy
Continuous Business
OperationsRegulatoryCompliance
Integrated Risk Management
Security, Privacy& Data Protection
Regulatory Compliance Remediation
Business Resilience
Remediation
Services and Solutions Lifecycle
Planning
Service and Solution Creation
Services and Solutions
Architecture
Service and Solution
Maintenance
DevelopmentStrategy
Regulatory Compliance
Strategy
Integrated Risk Strategy
ServicesDelivery Strategy
IT SupportStrategy
ChangePlanning
ReleasePlanning
Knowledge CaptureAnd Availability
Data and ContentManagement
ChangeImplementation
ReleaseImplementation
IT Services andSolution Marketing
Business PerformanceManagement
THE PRM-IT MODEL:Processes – 40 processes across eight categories
IT Management SystemIT Management System FrameworkIT Management System Design,
Development and ImplementationIT Management System OperationIT Management System Evaluation
IT Customer RelationshipsStakeholder Requirements
ManagementService Marketing and SalesService Level ManagementCustomer Satisfaction
Management
IT DirectionIT StrategyIT Research and InnovationArchitecture Management Risk Management IT Portfolio ManagementProject ManagementSolution Development
Solution Requirements Solution Analysis and DesignSolution BuildSolution TestSolution Acceptance
IT AdministrationFinancial Management Asset ManagementSupplier Relationship ManagementService Pricing and
Contract AdministrationWorkforce ManagementKnowledge Management
IT ResilienceCompliance ManagementSecurity ManagementAvailability ManagementCapacity ManagementFacility ManagementIT Service Continuity
Management
IT Operational ServicesService ExecutionData and Storage ManagementEvent ManagementUser Contact ManagementIncident ManagementProblem Management
Solution DeploymentChange ManagementRelease ManagementConfiguration Management
ITIL service management processes shown in blue
Agenda
• Why IT Service Management?
• The Challenge & The Evolution
• Process-Driven Architecture
• Linking IT to Business – beyond service delivery
• Getting Underway
Software Group
Develop Your IT Service Management Strategy1. Understand
Strategy and Plans
Identify Capability Gaps and Required Improvements
4. Evaluate Solution Approaches
2. Baseline Current Capabilities
3. Develop ITSM Strategy
Align with Business Priorities and Customer Expectations
Define Service Catalog and Required ITSM Capabilities
5. Develop Value Proposition
6. Implementation Roadmap
Software Group
Lessons learned and critical success factors• Executive Sponsorship and Involvement• You WON’T have all the answers!• Solutions must address the process, technology, and
organization • Establish a few strong partnerships – particularly at the
beginning of your journey.• Don’t under-estimate the importance of organizational
change management• Baseline existing processes before redesigning • Establish an ITSM Architectural Framework• Use meaningful metrics to measure progress
“You can’t automate what you can’t replicate”
Software Group
What Can You Do When You Leave Today?
• Share your IT Service Management vision with us– How do you want to align IT to your business?– How do you want to establish a service-oriented IT culture?
• Let us show you how we can transform your vision into reality by:– Building an adoption roadmap with you– Implementing ITIL-based processes and best practices– Demonstrating how we can build an ITSM technology platform to leverage
your existing investments
• Look inside your organization to see where you are on the road to IT Service Management adoption
– How does your organization work together to deliver IT services?– What role does process management play?– How are you integrating your existing tools to provide a service view?– Is your IT service management architecture open, flexible and scalable?
ITUP Details The Optimal Intersection of People, Process, Information, and Technology
Tool mentorsBest uses of tools to implement process activities
RolesRoles performed and detailed responsibilities
Work productsWhat is consumed and produced by each process activity
ScenariosHow various elements of ITUP work together to solve an IT pain point
ProcessesStrongly ITIL-alignedprocesses for managing IT down to activity level; process mappings
ITUP is based on IBM’s Process Reference
Model for IT (PRM-IT). PRM-IT was developed jointly by IGS and Tivoli
experts based on the experience from
hundreds of customer engagements and the
best practices in industry process methodologies. In the area of ITSM, the focus of ITUP, PRM-IT is strongly aligned with the Information Technology
Infrastructure Library (ITIL)
Software Group
• Visit ibm.com/software/tivoli/itservices • Participate in IBM offered education:
ibm.com/software/sw-training/• View the online Tivoli Process Manager Solution demo• Register and use the IBM Tivoli Unified Process Tool
For more information: Start Your IT Service Management Engine Now!
New Zealand Contacts:Greg Bahler – 04 576 5707 – [email protected]
Graeme McInnes – 09 359 8738 –[email protected]
Keith Glendon – 03 372 8939 – [email protected]
Thank You