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IBM Global Technology ServicesJune 2006

IBM Global Technology Services – Introducing Access to Information and Resources Framework

An innovative approach to aligning business needs with end user services

Access to Information and Resources Framework

2 Executivesummary

4 Thechallengeoftoday’sdynamic

environments

8 Maximisingopportunities–the

AccesstoInformationandResources

Framework

9 Asystematicapproach

11 TheProfilesZone–understanding

yourbusiness

13 ThePersonalZone–aligningprofiles

withpersonalcapabilities

15 TheConnectivityZone–accessing

applications,informationand

resources

17 TheServicesZone–delivering

applications,informationand

resources

19 TheSecurityZone–securingyour

onlineandofflinebusiness

21 TheServiceManagementZone

–providingaservicetothebusiness

23 Summary

ContentsExecutive summary

Businesses are under increasing pressure to act more dynamically, operate more flexibly and reduce the cost associated with each business transaction. CIOs are expected to align with and support these objectives by introducing innovative, customer facing and revenue generating IT functionality. Unfortunately, the current environment of proliferating technology coupled with the increasing need to provide the business with mobility and personal choice can make this alignment a continuous and growing challenge to both the CIO and the operational budget.

The pace and scope of product and technology innovation often leads to increased complexity and confusion. What type of device is appropriate to the different employee profiles within your organisation? How can you address the business need for more mobility and workforce flexibility? How can you protect your data on easily portable devices? How can you keep control and ensure you are complying with the increasing amount of legislation that regulates the way data is secured?

The end user services environment is changing with unprecedented speed. The last five years have seen the convergence of the consumer electronics and IT markets leading to the advent of technologies such as WiFi, Bluetooth, PDAs, smart phones, BlackBerrys and USB keys. As a result of the increasing mobility offered by new developments, distributed computing is no longer purely about the desktop environment, it is about providing organisations with the necessary access to applications, information and resources wherever, however and whenever appropriate.

This paper introduces IBM Global Technology Services’ Access to Information and Resources Framework (AIR Framework), a structured methodology for aligning business requirements with the necessary IT services and managing the complexities of the rapidly evolving, modern

Access to Information and Resources FrameworkPage �

Highlightsend user services environment. By considering the people and business processes in each unique organisation as well as its virtual and physical supporting IT infrastructure, the AIR Framework tailors a technology and services solution that matches individual business needs.

There are several reasons why the synergies and process improvements that business expects from increased mobility and dynamic access to IT services can, in reality, be challenging to deliver. Existing systems may act as a restraint, the underlying end user services infrastructures can be hard-wired and inflexible, and there may be concerns about the reliability of equipment and the connecting network, not to mention the increased risk to the security of valuable information. Organisations need a strategy to systematically introduce, benefit from and yet control new ways of working.

Using the tools, templates and deliverables provided by the AIR Framework, IBM will help you discover exactly what is going on in your IT and business environment today, enabling you to plan where you want to be in the future, assess how your IT environment supports your business strategy and reveal what is required to get you to your goal. The end deliverable is a business to IT alignment model together with a structured IT transformation roadmap that takes into consideration today’s business needs and tomorrow’s business strategies.

The AIR Framework:

• DeterminesbusinessrequirementsandalignsthemwithIT

capability

• Providesamethodologytocreateaflexibleplatformthat

accommodatestoday’srequirementswithanydesiredfuture

developments

• Bringssystematicandstructuredordertoeverincreasingcomplexity

• DefinesasecurityframeworktoprotectyourITsystemsanddata

• Adaptstotherequirementsofindividualcommunitiesor

organisations

• Offersamechanismtoenableafullyauditablechangeprocess.

Thesignificantbusinessadvantages

providedbyinnovativetechnologies

requireaflexibleserviceinfrastructure.


The challenge of today’s dynamic environments

IBM research1 carried out in conjunction with The Economist and Nikkei Research reveals that CEOs of major organisations are no longer primarily focused on achieving operational efficiency. They are determined to build agile organisations that not only respond to market changes but also innovate and drive those changes. They see responsiveness as a competitive advantage rather than a defence mechanism. Growth is back on the agenda and CEOs plan to expand their businesses by introducing new products, leveraging customer information and providing product differentiation to improve customer service.

The same research shows that the priorities and objectives of CIOs have become increasingly aligned with those of the CEO. CIOs recognise the need to match IT goals with business goals so that IT can contribute directly to business growth. They know that responsiveness is important to the business and that agility only comes from providing the right IT capabilities.

The last five years have seen an explosion of new technologies promising previously unavailable capabilities. Driven by the convergence of the IT and consumer electronics markets, there has been a political drive towards free public wireless networks along with significant developments in underlying global communications infrastructure, 3G mobile communications and innovative handheld access devices. Without doubt, these developments offer significant business advantage to the mobile professional but the speed at which technology is evolving and the sheer range of options available brings a real risk of “change-paralysis” which can stifle the move to new and improved end-user service solutions.

In addition to the challenges of complexity created by the sheer scope of options available, the synergies and potential business improvements expected from mobility and web services continue to be constrained by the limitations of existing flexibility, reliability and security within current end user services infrastructure deployments.

Highlights

Organisationsneedastrategyto

managethecurrentspeedandscopeof

innovation.

1 “Your turn: Global CEO Study 2004”, IBM Business Consulting Services


The technology explosion

Figure 1: Choice and diversity creating change and complexity


Over the last decade many workstyle, business process and application strategies such as hot-desking, mobile working and web enabled services, have been heralded as transforming the way organisations operate. In reality, these have often been point solutions that have not yet achieved the fundamental transformation necessary in the end user services environment.

The drive for efficiency, competitive advantage and improved shareholder value, however, means organisations continue to diversify their IT strategies in key areas. Frontline interactions are seeing the introduction of integrated Customer Relationship Management (CRM) processes and web services architecture while back office support functions are affected by automation, shared services and new sourcing models. What organisations need is an overall strategy for the end user services environment that enables them to take full advantage of appropriate innovations and introduce true productivity increases.

The AIR Framework from IBM addresses these challenges by providing a comprehensive transformation framework that works with frontline and back office strategies to provide a clearer and consistent vision, through a systematic method, to scope and determine any IT infrastructure changes required to deliver real business benefit. This flexible, business driven framework enables you to take control of the proliferation of new technologies by highlighting those that will best meet your business needs. It helps you answer key business questions such as:

• Howcanwequicklyreachnewcustomersthroughinnovative

services,capturingthedemandcurveasithappensandyetretreat

fromunderperformancewhennecessary?

• Howcanwereachnewmarketsfasterthanourcompetition?

• Howcanwesupportourbusinesswithconsistentaccessto

informationandresourcesthroughanydevice,anywhere,anytime?

• Howcanweincreaseproductivitybycreatingflexibleworkpatterns

anddecouplingpeoplefromourbuildings,theirdesksandtheir

personalcomputers?

• Howcanwereliablypredictthecostsofenteringandexitingnew

markets,introducingnewproductsandchannels?

• Howcanweincreaseouraccountabilitybymanagingattheperson

level?

TheAIRFrameworkprovidesa

transformationroadmapthataddresses

today’sneedsandtomorrow’sbusiness

strategies.

Highlights


Bounding the technology explosion

There is a need to introduce a flexible business driven framework which enables the development of a strategic definition of the boundaries of choice within the mass of proliferating hardware, software and services.

The “valve” enables ABC Ltd. to package the options, organise their end user services strategy and increase business flexibility.

Opening or closing the “valve” provides the flexibility necessary to enable different businesses to deploy more customised yet consistent solutions.

ABC Limited XYZ Limited

Figure 2: A structured approach to organising IT complexity for business benefit


The AIR Framework ensures that your transformation journey considers – at its heart – the people and processes unique to your organisation as well as its virtual and physical supporting IT infrastructure. It develops a structured transformation roadmap that solves today’s challenges and prepares for tomorrow’s business imperatives.

Maximising opportunities – the AIR Framework

While delivering a practical transformation roadmap that is closely aligned to your business needs, the AIR Framework will not put boundaries around your business or stifle innovation. It aims to liberate your organisation creating freedom of choice, mobility and access to information with strong authentication at each access point to ensure the desired levels of security and integrity.

The transformation roadmaps are based on seven key principles:

• Manageablerisk–ensuringcontinuousservicebyminimising

disruptiontotheenduserservicesenvironmentandfocusingon

businessgoals

• Modularity–implementingonamodulebymodulebasisenables

successtobreedsuccess

• Minimaldisruption–implementingmodulestoatimelinethat

minimisesdisruptiontoyourbusiness

• Flexibleprioritisation–youcanadjusttransformationprioritiesto

matchchangingbusinessrequirementsastheprojectprogresses

• Businesscontrol–youretainahighdegreeofcontroltoensurethe

transformationprogressesinlinewithbusinessgoals

• Businessfocus-thetimelineisdevelopedtomatchthespeedatwhich

yourbusinesscanabsorbthetransformation

• Businessincentives–providinganincentiveforeachentitywithin

yourbusinesstoensureabusiness“pull”forthetransformation.

Youremainincompletecontrolofthe

transformationprocess–decidingits

startpoint,endpointandpace.

Highlights


A systematic approach

Using the AIR Framework ensures a systematic approach to transforming your IT infrastructure. It can help you discover where your business is today, assess where you want to be in the future and build an infrastructure roadmap showing how to get there. You remain in control of the process as you decide the starting point (your point of departure), the end point (your point of arrival) and the pace at which the transformation takes place.

When creating your transformation roadmap, the AIR Framework considers your end user services environment as six logical layers or zones – the Profiles Zone, the Personal Zone, the Connectivity Zone, the Services Zone, the Security Zone and the Service Management Zone.

Figure 3: The transformation roadmap

Profiles

Personal

Connectivity

Services

Security

Service Management

Discover Assess Design Build Operate

Current state Future state Roadmaps

Point of arrival

Dynamic

Predictable

Controlled

Liberated

Point of departure

Restrictive

Inflexible

Limited

Constrained

AIR Framework Level 1 – Transformation planning

Business goals and imperatives


The AIR Framework works with any technology, service, brand or product, it does not dictate how your IT should be structured by telling you which programming languages to use, which application architecture to build or which products to implement. It specifies a framework within which an infrastructure is developed to underpin and align with your business strategies. It contributes to the transformation of your business by providing:

• Anagreedvisionofyourbusinessthatcanbeusedtoreview,assess

anddesignthebusinesslogic,operationalrequirementsandbusiness

processesneededtoinitiatetherequiredchanges.

• Astatementofthepeople,processandtechnicalknowledgeneeded

tomovetoamodularenduserservicesenvironment.

• Acomprehensivetransformationroadmapthatsolvesyourissues

andchallenges.

Highlights

Figure 4: The systematic structure of the AIR Framework

ThesixzonesoftheAIRFramework

areusedasanaidtounderstanding

thecomplexitiesofeachindividual

business,enablingtheconstructionofa

personalisedtransformationroadmap.


The Profiles Zone – understanding your business

Profiling your business requirements helps to ensure that your workforce can be productive wherever they are and whether they are working online or offline. The Profiles Zone provides the tools and methods necessary to segment your user population and identify individual profiles based on a person’s contribution to your business rather than using a traditionally rigid model based on a percentage of laptop to desktop users.

Highlights

TheProfilesZoneprovidesagreater

understandingofpotentialcostefficiency

andinvestmentopportunities.

Figure 5: The Profiles Zone

Business component model

Process alignment

Users’ profilesBusiness strategy

Business component model

Process alignment

Users’ profiles

Business operating model

Strategic differentiation

Performance contribution

IT strategy

Shared services

Sourcing model

Business processes

IT processes Partner model

Users’ segmentation

Users’ requirements

Users’ profiles

Profiles Zone


The IBM Business Component Model methodology enables IBM to work with you to quickly assess the contribution that people, processes and technologies make to your business strategy and to identify the optimal mix of profiles across your organisation. Modelling your business in this way enables a view of the commodity, competitive and differentiating components throughout your business. Performance and productivity enhancements can then be focussed on the areas where the business strategy is to differentiate, rather than spending time and resources on those areas that are deemed more of a commodity within your business.

The key outputs of the Profiles Zone are:

• Abusinesscomponentmodel.Thisprovidesamodularisedview

ofyourorganisation,whichleadstoagreaterunderstanding

oftheperformancecontributionsmadebypeople,processes

andtechnologies.Yougainadeeperunderstandingofthe

investmentopportunitiesandcostefficienciestobegainedfroma

transformationstrategy.

• Processalignment.Thisidentifiestheprocesschangesand

processimplementationsnecessarytosupportemployeeswithina

transformedonlineandofflineworld.

• Userprofiles.Employeesaresegmentedbasedupontheirenduser

servicesrequirementsaswellastheirindividual,groupandbusiness

functionneeds(suchasbackupandrestore,dataavailability,online

andofflinecharacteristics)tocreateasetofprofiles.Theseprofiles

canbelifecyclemanagedaspartofongoingservicemanagementand

delivery.

Access to Information and Resources FrameworkPage 1�

Highlights

ThePersonalZonedeterminesthemost

relevantdevicesandsupportingservices

foryourend-usercommunities.

The Personal Zone – aligning profiles with personal capabilities

The Personal Zone ensures that the most appropriate access device type for each user is chosen from the wide range of options available. It uses the profiles identified in the Profiles Zone to examine the “fitness for purpose” of available device types and to identify the supporting service mechanisms that need to be in place to ensure that the availability and recovery of personal devices enhances productivity.

Personal authentication

Personal processing

Personal storage

Connectivity options

Expansion options

Sychronisation mechanism

Personal digital assistants

Laptops Personal computers

2G mobile phones

3G mobile phones

Compact flash

Memory sticks

Floppy / Zip drives

Hard disk drives

CD/DVD

Over the air (OTA) Fixed line

BlueTooth WiFi and WLAN

GSM and CDMA

Dial up Broadband Ethernet

USB PCMCIA FireWire

PDA associated Laptop and desktop associated

HotSync ActiveSync IntelliSync File, Mail and synchronisation

Password enforcement Anti-virus Encryption Authentication Firewall BitWiping Biometrics Security logging Directory services

Processing

Storage

Connectivity

Expansion

Synchronisation

Personal Zone

Device security

Figure 6: The Personal Zone


The key outputs of the Personal Zone are:

• Personalprocessing.Aneeds-basedanalysisresultinginasuite

ofprofile-linkeddevicesfromUSBkeysandPDAstolaptopsand

traditionalPCs.

• Personalstorage.Analysisprovidestheonlineandofflinestorage

requirementsofeachuserprofileaswellastheregulatory

requirementsforarchiving,backupandrestore,andaccesstodata

from“borrowed”machines.

• Connectivityoptions.Connectivitymechanismsarereviewed,

examinedandunderstoodinthecontextofbusinessperformance,

securityandsupportability.

• Expansionoptions.Theabilitytoexpandthecapacityand

capabilityofmobiledevicesisfundamentaltotheirworkability.An

examinationismadeofthemanagementinvolvedinstandardising

theplugandplayextensionofchosendevicesandthesupport

implicationsbusiness-wide.

• Synchronisationmechanisms.Thebi-directionalsynchronisation

ofbusinesscriticalinformationiscrucialtothesuccessofpersonal

processingandstoragedevices.Optionsareexaminedtoensure

consistent,predictableandmanageablewaystostore,retrieve,

modifyanddeletebusinessinformationinaccordancewithstrict

versioncontrolrules.


The Connectivity Zone – accessing applications, information and resources

The Connectivity Zone delivers the methods and tools to assess and identify the appropriate online and offline capabilities for your business, as well as authorisation of entry into the corporate domains and the gatekeeper for the frontline protection of your assets. It ensures the effective use of bandwidth and prioritises usage so that your business does not experience unforeseen bottlenecks either online or offline.

Highlights

TheConnectivityZoneidentifies

appropriateonlineandofflinecapabilities.

Figure 7: The Connectivity Zone

Connection authentication

Personal, LAN, MAN and WAN

ISP, WISP, Internet and VPNs

Streaming and content integration

Voice and data integration

Quality of service

WLL WLAN and WCDMA

GSM and UMTS

ISDN, ADSL and VDSL

PSAN

Service provider partners

Points of presence

Layer 2 protocols

Layer 3 protocols

AAA, RADIUS and TACACS

Over The Air (OTA) Fixed line

CDN and CEN

Caching and peering

Layer 2 protocols

Layer 3 protocols

Video conferencing

Queue management

Confidentiality Integrity Authentication Non-repudiation Security PKI and certification Logging authorities

Personal, LAN, MAN and WAN

ISP, WISP, Internet and VPNs

Streaming and content integration

Voice and data services integration

Quality of service

NIC, IP and Ethernet

Collaboration SoftPhones and CTI

Toll bypass PBX integration

Responsiveness Fragmentation Prioritisation Encapsulation

Connectivity Zone

Connectivity security


The key outputs of the Connectivity Zone are:

• Networkconnectivity.Aprofile-aligneddeliverablethatdocuments

andoptimisestheoptionsyourusershaveforconnectingtoyour

corporationoreco-system.

• Protocols.Protocolstobeusedeitherlocallyfordevice

interconnectionorexternallyforpersonaldevicetoServicesZone

interactionareexamined,assessedandtestedtoensureseamless,

secureconnectivityforyourbusinessusers.

• Streamingandcontentintegration.Webcastsareincreasinglyused

asameansofinternalcommunication.TheConnectivityZone

addressesyourabilitytodrivemulti-mediacontenttousersthrough

astructuredcontentnetwork.

• Voiceanddataintegration.VoiceoverIPisdrivingtheintroduction

ofmanyinnovativebusinesscommunicationmethodssuchasfree

softphoneproductslikeSkype.Analysis,testingandevaluation

toolsdeliveracoherentcorporatestrategyforharnessingthesenew

capabilitiesinastructuredandsecuremanner.

• QualityofService.Effectiveconnectivitydependsonyourabilityto

manageanddeliveraqualitynetworkservicethatrespondstothe

fluctuatingdemandsofanonlineandofflineuserpopulation.At

timesthenetworkservicecanbeplacedundergreatstrain.Capacity

peaksandtroughsareassessedandtestedtohelpmanageand

maintainyournetwork.


The Services Zone – delivering applications, information and resources

The Services Zone provides the management tools and processes to reconfigure your services infrastructure. Regardless of where you are today, it can help you deliver corporate services through a flexible operating environment that can increase productivity and performance. Users will gain seamless access to print devices, file storage and applications.

Highlights

TheServicesZoneimprovesproductivity

andperformancebyhelpingtodelivera

flexibleoperatingenvironment.

Figure 8: The Services Zone

Services authentication

Shared resources (file and print)

Application resources

Server processing

Backup, archiving and restoration

Collaboration (e-mail, etc)

Unix

ISO17799 and BS7799 Detection and protection Service access control

Security logging Anti-virus Incident response

Server processing

Backup, archiving and restoration

Collaboration

Wintel AS/400 Mainframe SW packaging and distribution

Hypervisors

Terminal emulation

2 and 3 tier client server

COM and CORBA

.NET framework

J2EE and JavaBeans

Centralised backup services

User driven backup and restore

Service driven backup and restore

Business continuity services

Offsite tape stores

E-mail Messaging and CHAT

Teaming Calendar and notifications

Forums and BLOGS

Knowledge mgmt

File servers NAS SAN Print servers Print drivers

Application resources

Shared resources

Services Zone

Services security

File service Print service


The key outputs of the Services Zone are:

• Sharedresources.Thedevelopmentofinitiativesenablingusersto

gainaccesstoandusecorporateinformationandprintresources

onlineandoffline,increasingmobilityandflexibility.

• Applicationresources.Whateveryourexistingframeworkfor

applicationdevelopment,theServicesZonewillhelpyouprovide

seamlessaccesstothoseapplicationsattheinfrastructurelevel.

• Serverprocessing.TheServicesZoneisusedtoexamine,identify

anddeliverserverresourcestoyourbusinessinaneffectiveand

manageableway.Theabilitytotakefulladvantageofserver

processingcapacityandinitiateserverbasedprocessingwithinyour

businessinfrastructureiscrucialfortheefficientuseofresources.

• Backup,archivingandrestoration.Theabilitytobackupand

recoverdatainadistributedenvironmentiscriticaltothesuccess

ofanyenduserservicesframework.TheServicesZoneenables

acentralisedanddecentralisedsolutiontodriveefficienciesand

minimisethebusinessimpactshouldrecoveryofcriticalinformation

berequired.

• Collaboration.Allowingcollaborationbetweenadiffusenetwork

ofinterconnectedbusinessentitiesandindividualsisakeysuccess

factor.Itrequiresaconsistentframeworkforblogging,chatting,

teamingandexchanginginformation.TheServicesZoneprovides

thetoolsandprocessestoenableeffectiveonlineandoffline

collaborationthroughoutyourbusiness.


HighlightsThe Security Zone – securing your online and offline business

Each zone within the AIR Framework has a security review embedded within it. Access to devices is authenticated through biometric or three factor authentication mechanisms. Access to the network is through secure VPNs and tunnelling. Access to the corporate information infrastructure is integrated with the identity management capability inherent in the corporate environment. The Security Zone pulls together all the security requirements and initiatives required within the end-to-end AIR Framework.

TheSecurityZoneensuresintegrated

securityend-to-end.

Figure 9: The Security Zone

Security access services

Intrusion detection

Security operations centre

Ethical hacking

Identity management

Policy and controls

Security access service

Security tools

Vulnerability assessments

Security advisory

Incident management

Inbound and outbound

Remote monitoring

Design reviews Coordinated attacks

Social engineering testing

Telemetry and operational control

Tracking Response Counter measures

Resolution Escalations

Firewalls Anti-virus Agents Anti-spam Alerts

Meta directory

Active directory

Schema designs

Access and group policies

Biometrics Remote access services

Intrusion detection

Security operations centre

Ethical hacking

Identity management

Security Zone

Security Zone


The key outputs of the Security Zone are:

• Securityaccessservices.Buildingonthebusinesscomponentmodel

developedwithintheProfilesZone,thepoliciesandguidelines

thatwillcontrolsecurityaccesswithinyourbusinessareexamined,

enhancedanddeveloped.

• Intrusiondetection.Requirementsformonitoringandsecuring

connectivityandaccessthroughtothecorporatedemilitarised

zoneareidentified.Controlsmustbebackedbyeffectivetoolssuch

asfirewalls,anti-virusandanti-spamtoenhancethesecurityof

onlineandofflineworking.Thesetoolsareassessed,evaluatedand

implemented.

• SecurityOperationsCentre(SOC).TheSOCprovidesacentralhub

formonitoringtheentiresecurityframework.Providingeffective

realtimemonitoringanddelegatedauthoritytotakethenecessary

countermeasuresintheeventofabreacharecriticaltomaintaining

yourbusinessenvironment.

• Ethicalhacking.Thesecuritycontrolsforyourbusinesscanonly

bemaintainedwhentestedtotheirlimits.Aplannedprogrammeof

blindandknownethicalhacksagainstyoursystemsisdevelopedto

stresstesttheireffectiveness.

• Identitymanagement.Accesstoapplications,informationand

resourcescanbecontrolledinacentralisedmannerandoperatedin

adistributedwaytoimprovetheusabilityandmanageabilityofyour

business.Designingeffectiveschemaandgrouppoliciesprovides

controlandflexibilityforyourbusiness.


HighlightsThe Service Management Zone – providing a service to the business

Business managers want to know that IT costs are predictable, performance is improving, capacity is available and the service is reliable. Whether your sourcing strategy is to in-source, out-source or multi-source the Service Management Zone provides the tools, methods and processes necessary to deliver management information online in realtime, enabling decision making to be more dynamic and effective.

Standardising the methods, tools and processes used to deliver end user services maintains cost-effectiveness and consistent support. The Service Management Zone provides tools, IT Infrastructure Library (ITIL) compliant processes and capabilities to design, enhance, develop and deploy the operational services that need to be in place to manage your new business infrastructure.

TheServiceManagementZone

contributestodynamic,effectivedecision

makingbyenablingtheprovisionof

online,realtimemanagementinformation.

Figure 10: The Service Management Zone

Service management

Lifestyle management

HW and SW maintenance

Performance management

Programme management

Accounting and billing

Project management

Business continuity

Contract mgmt

Service framework

Charge back models

ITIL processes

Quality control

Business and IT alignment

Remote management tools

Service level agreement reporting

PgMS

Continuity planning

Continuous improvement

SW lifecycle HW lifecycle

Break/Fix partners

Deskside support partners

Local service centres

Moves and changes

Key performance indicators reporting

Service metrics Service reporting

WWPMM Prince Transition planning

Transformation planning

Business impact analysis

Redundancy and fallover

WAR Site recovery

Facilities On Demand

Service management

HW/SW maintenance

Performance management

Programme and projects

Business continuity

Lifestyle management

Account management Service management

Service Management Zone


The key outputs of the Service Management Zone are:

• Servicemanagement.Buildingonthebusinesscomponent

modeldevelopedwithintheProfilesZone,arobustmanagement

frameworkiscreatedtomonitorcapacity,planenhancements,

measureperformanceandassurequality.Thismaintainsan

aggregatedviewofserviceacrossyourbusiness.

• Lifecyclemanagement.Effectivegovernanceisputinplaceto

achievecontinuousimprovementwithinyourenvironmentby

drivingefficienciesthroughtheintroductionofnewphilosophies,

policiesandtechnologies.

• Hardwareandsoftwaremaintenance.TheServiceManagement

Zonehelpsyouputinplacetheoptimalmixofpointsofpresence,

offsite,andcourieredsupportstructurestosuityourrequirements

andbudget.

• Performancemanagement.Performanceinformationforyour

completeserviceenvironmentisamalgamatedtoenablemonitoring

andreportingonallaspectsofoperationalperformance.This

enhancesdecision-making,tracksvaluableassetsandhelps

managementunderstandatamoregranularleveltheimpactof

changes,theday-to-dayperformanceofthebusinessandthetrends

inresourceusage.Italsohelpsensurethatminimumacceptedservice

levelsarebeingachieved.

• Programmesandprojects.Deliveringandsustainingservicewithin

abusinessrequiresconsistentprogrammeandprojectmanagement.

AppropriateprogrammeandprojectmethodsdevelopedbyIBM

overthelast50yearsareintroducedtomanagethedeliveryofyour

transition,transformationandone-offprojectswhileminimising

businessimpactandassuringqualityresults.

• Businesscontinuity.Thefinalfactorindeliveringqualityservice

managementisensuringthatyourbusinesscanrecoverfromany

impact.Formalcontinuityplansaredevelopedsothat,evenin

extremecircumstances,comprehensiverecoveryisavailabletoyour

business.


HighlightsSummary

The potential benefits that organisations can gain from transforming to a modern end user services environment are too significant to be ignored. If your ability to realise the aspirations of your business is constrained by a lack of flexibility in your underlying infrastructure then the AIR Framework can help. By creating a component based business model it reveals the opportunities and, once benchmarked against market best practice, provides the business case and roadmap for transformational change.

IBM has the tools, methods and skills to help your business achieve greater flexibility, increased productivity and the benefits of a fresh approach to distributed computing.

For more information

To find out more about IBM Global Technology Services and the AIR Framework contact your IBM sales representative or visit:

ibm.com/uk/services

IBMhasthetools,methods,productsand

skillstohelpyourealisetheopportunities

providedbyamoreintegratedandflexible

technologymodelandaserviceoriented

infrastructure.

IBMUnitedKingdomLimitedPO Box 41 North Harbour Portsmouth Hampshire PO6 3AU

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