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IBM Service Management Delivering Visibility, Control & Automation
Rekha Garapati, DirectorIBM India Software Lab
Innovation is the Process, Success is the Result
“CEOs indicate that Innovation is the preferred path to achieving business objectives in today’s environment”… but how?
Innovation is the process of delivering new products, services, processes and business models
to help accelerate growth and create a unique competitive edge.
Source: IBM Global CEO Study
Address the enormous resource applied to maintaining business operations
Apply scarce resources more effectively
Business Objectives
Compliance & Risk Management
OptimizeInvestments
Growth &Competitive Edge
Enabling Quality Service Delivery and Business Innovation
Business Services & Assets
VisibilityVisibilityVisibility ControlControlControl AutomationAutomationAutomation
Provides the integrated visibility, control & automation across the service lifecycle that are needed to innovate and achieve business objectives.
IBM Service ManagementIBM Service ManagementIBM Service Management
Business Objectives
Compliance & Risk Management
OptimizeInvestments
Growth &Competitive Edge
Respond faster and make better decisions
Manage risk and compliance
Lower costs and build agility
Visibility: See Your BusinessChallenge:
– Business and IT audiences lack the visibility and insight needed to directly support and deliver against business objectives
Solution: Targeted real-time dashboards from IBM Service Management
– Dashboards at each stage of the service lifecycle leverage existing assets and provide the real-time insight to help manage against business objectives
ROI Examples:– Golf manufacturer reduced costs by 20% – Networking company reduced project costs by
20% IBM Service Management Dashboards across the service lifecycle
Portfolio and Project
Management Dashboards
Industry, LoB, & Executive Dashboards
Risk, Security, & Compliance
Dashboards
Control: Manage Your BusinessChallenge: • Business and IT struggle to address compliance needs
on time, and help minimize risk and protect the brand
Solution: IBM Service Management solutions • Improve governance, maximize control & minimize risks
effectively across the service lifecycle with a service management implementation that delivers service priority and context, bridge’s silo’s and leverages best practices
ROI Examples:– Federal agency reduced reporting times by 10-15%– Global IT services company achieved a 6 month
payback
45% of CIOs say that they are very or extremely effective at governing IT performance.
*The McKinsey Quarterly, 2007
*Source: “The McKinsey Quarterly – The nest frontier in IT strategy: A McKinsey Survey”, Spring 2007 issue of McKinsey on IT
Automation: Optimize Your Business
Challenge:• The business is driven by growth and frustrated by
service development and delivery organizations inability to reliably introduce new services on a timely basis – Cost of operations continues to increase at 10% CAGR,
twice the rate of the IT budget*
Solution: IBM Service Management solutions• IBM solutions help increase efficiency and reliability
with an integrated approach that includes task and process level automation across the service lifecycle
ROI Examples:– Retail firm cut recovery times by 50%– Financial services firm increased the ratio of auto-
closed events by 59%
“The more we can simplify, streamline and automate processes, the better we can manage the growing complexity … we must handle business growth with our existing resources. IBM technology helps us achieve greater levels of efficiency at a lower cost.”
Erwin Schaefer, Swiss Reinsurance*Tivoli Commissioned IDC Study- 1Q05
Poor Service Management: What are the Costs?
Cingular users dropped during system failure in Galveston Co.
Feb. 15, 2007
CHAOS: Voting Extension Denied Amid Massive Computer Problems in Colorado
Nov. 7, 2006
Wal-Mart Web site shuts down on Black Friday
morningNov. 24, 2006
Air-traffic system outage grounds flights … Planes nearly came too
close together; glitch causes Miami delays
Dec. 5, 2006
iTunes back to normal after holiday traffic quadruples
Dec. 28, 2006
Software bug hits electronic trade at LME
Nov. 7, 2006
Glitch Locks Ameritrade Users Out of Their Trading
Accounts June 23, 2006
IBM Service Management IBM Service Management
Service Management Platform
Best Practices, Methodologies, and Services
Visibility Control Automation
Do you need an energy-efficient
datacenter?
How will you manage SOA?
Does the health &
performance of your
applications support your
business?
Can you visualize &
control of all your assets?Do you want your asset lifecycle
automated?
Do you need to manage all
your key processes
from a single interface?
Can you deliver
effective network
services?
Is QoS important?
Do you need to manage all of your data, information and storage resources?
Are your people,
applications and data secure?
Are you sure?
Addressing Client NeedsSolving the critical business problems across the enterprise
IBM Service Management IBM Service Management
Service Management Platform
Best Practices, Methodologies, and Services
Visibility Control Automation
Datacenter Transformation
Service Availability &PerformanceManagement
Asset & Financial
Management
Service Delivery & Process
Automation
Network &
Service Assurance
Storage Management
Security, Risk & Compliance
Comprehensive Capabilities, Built on Best Practices
Addressing the Challenge of Enterprise Infrastructure
Management
Asset Convergence Complicates Infrastructure Management
OperatingAssets
ITAssets
Asset Convergence
• IT-enabled operating assets
• Networked assets
• Assets with embedded IT
• Blurred service delivery responsibility
“Smart” utility meter with embedded software
Is this an operating
asset or an IT asset?
Business and operating infrastructure is reliant on assets that are built with increasing intelligence
RFID and IP characteristics
Operating assets now include embedded IT systems and/or are connected to the IT infrastructure
The challenge: Managing a world that is gradually blurring the boundaries between IT and operating assets
The opportunity: Managing all assets across the infrastructure from a lifecycle perspective to improve productivity, gain efficiencies and reduce cost of ownership
Addressing the Challenge of Managing the Enterprise Infrastructure – both IT and Non-IT Assets
FacilitiesFacilities Production EquipmentProduction EquipmentTransportation
AssetsTransportation
AssetsIT Hardware & Software
IT Hardware & Software
TelcoTelcoEnergy & Utilities
• Customer Pain Points– Asset management strategies are still immature and
don’t result in optimal business performance– Asset management is disconnected from bottom-line
financial impact – Systems and processes for managing operations are
separate from those for asset management– Real-time asset operating information is not
incorporated into asset management practices
• Market Forces– Process control vendors are providing basic asset
management– ERP vendors are providing EAM solutions and building
tighter connections to operations
• The Case for Enterprisewide Management– Owning the collection, correlation and analysis of asset
operating information … for IT and non-IT assets … is the point of control for improving business performance
IT assets represent just 7% of all assets in a
typical oil refinery
Improving Enterprise Asset Performance Management
Tivoli Asset Management Solutions for Multiple Industries
Energy & UtilitiesEnergy & Utilities Public SectorPublic Sector
Oil & GasOil & Gas TransportationTransportation
TelecomTelecom FinancialFinancial
IndustrialIndustrial
Financial ServicesFinancial Services
Life SciencesLife Sciences
Gartner Magic Quadrant Leadership in Enterprise Asset Management for:Power Generation … Energy Distribution … Manufacturing
Securing the Infrastructure
Embracing Radical Change
1 2 3 4 5
CEOs Foresee an Enterprise of the Future that is Characterized by Change and that Requires Five Key Traits to Thrive
Source: IBM Global CEO Study
Security & Risk RequirementsManage Cost, Decrease Complexity, Improve Effectiveness, Assure Agility
• Make security and risk management a differentiator that facilitates changeCost
Effectiveness
Agility
Time
Complexity
• Ensure green initiatives with security and risk management built into the design
• Protect the customer’s customer
• Proactively apply technologies for collaboration while mitigating risk
• Remain guardians of company’s global assets, without increasing cost and complexity
The Impact and Frequency of Today’s Risks
Frequency ofOccurrences
Per Year
1,000
100
10
1
1/10
1/100
1/1,000
1/10,000
1/100,000 $1 $10 $100 $1,000 $10k $100k $1M $10M $100M
frequ
ent
infre
quen
t
Consequences (Single Occurrence Loss) in Dollars per Occurrencelow high
Virus
Worms Disk Failure
System Availability Failures
Pandemic
Natural Disaster
Application Outage
Data Corruption
Network Problem
Building Fire
Terrorism/Civil UnrestFailure to meet
Regulatory ComplianceWorkplace inaccessibility
Failure to meet Industry standards
Regional Power Failures
Lack of governance
Marketplace Dynamics
Intrinsic value and regulatory requirements for information drive security requirements throughout the information lifecycleCompliance rules mandating encryption due to privacy concerns
Applications as vulnerable point for breaches and attack and need security through the application lifecycle to reduce threatEmerging focus on centralized policy-driven security for consistency
Network security being subsumed into network devices, servers and multi-function appliancesRapid emergence of the end-point platform segment as a point of enforcement
Increasing convergence of IT and physical securityLabor intensive nature of today’s physical security systems and processes lead to focus on digitization and automation
Identity rising as central axis for understanding customer, employee and partner behaviorTrusted identity emerging as strong need
IBM Security Framework: Comprehensive Risk Management & Compliance
– 10,000 researchers, developers and SMEs on security initiatives
– 2,500 security & risk management patents
– 200+ security customer references and 50+ published case studies
– 40+ years of proven success securing the zSeries environment
– $1.5 billion security spend in 2008
– Debuted IBM Security Framework in 2007
Customer Success Stories
Cloud Computing and the New Enterprise Data
Center
Secure AggregationVirtual Machines
New Enterprise Data Center Operational
benefits:
IBM software delivers:
New Enterprise Data Center and IBM Software
Service-OrientatedDelivery
IT Optimization
Resilient
Secure
Flexible
Cloud Services
3rd Party Services
3rd Party Services
3rd Party Services
3rd Party Services
Services Services
Services
Green Data Center Enabled
Collaboration & Workload Automation
Next Generation Internet Scale Computing Skills and Research
IBM Cloud Centers
Commercial Use
IBM Cloud Computing Gaining Momentum
February March/April AugustJuneMay
Academic initiative
Joint research initiative with
13 European partners
Blue CloudAnnounced
Hadoop Workshop at IBM Dublin Cloud Computing Center
Capacity Planning on Cloud Available
Wuxi China Cloud Computing Center Deliver IT as a Service
4Q2007 2008
Collaboration and Innovation
Vietnam Innovation Portal and SSME
Online Idea Brainstorm a “terrific success” at Dublin Cloud
Cloud Computing CenterGreater ChinaSouth Africa
First Cloud Computing Center in Europe Opens
Cloud Computing CenterAlmaden
Cloud Computing Center Japan
September
New advanced academic research
Data Center Transformation: Cloud Computing
Enterprise Cloud
INNOVATIVE BUSINESS MODELS
End Users / Requestors
Government/ Academics
Industry(Startups/ SMB/ Enterprise)
Consumers
• A flexible pool of high performance virtualized compute resources
• Cloud applications enable thesimplification of complex services
• A cloud computing platformcombines modular componentson a service oriented architecture
• New combinations of services to form differentiating value propositions at lowercosts in shorter time
• Internet protocol based convergence of networks and devices
SIMPLIFIED SERVICES
Source: Corporate Strategy
Enterprise Cloud
Consolidation and Virtualization
Energy Efficiency
Service Management
Information Infrastructure
Business Resilience
and Security
IBM Service Management provides management support across NEDC
Fragmented, inefficient islandsof computing
Efficient, dynamic and responsive
Initiatives
IBM Service Management: Transforming the Data Center
IBM Service Management: Monitor and Manage Energy Use
Intelligent Chargeback
Green BusinessServicesOptimize Assets by
Energy Usage
Tivoli Monitoring forGreen Energy
Energy Aware Provisioning
Tivoli Green ManagementTivoli Green ManagementManagement
IT Assets
3rd Party Servers and Storage
Facility Infrastructure Assets
Data Center Infrastructure Assets
Tivoli: Partnering Across the Data Center
Tivoli SoftwareIBM® Systems Director
and Active Energy Manager
Tivoli SoftwareIBM® Systems Director
and Active Energy Manager
Service Delivery and Process Automation
VisibilityVisibilitySingle role based service Single role based service
management platform to manage, management platform to manage, inventory, and execute client inventory, and execute client
processes and workprocesses and work
ControlControlEnforce process standards and Enforce process standards and
controls through defined, managed, controls through defined, managed, workflows and auditable approvals workflows and auditable approvals
and escalations.and escalations.
AutomationAutomationEliminate cost and error by Eliminate cost and error by
automating change, configuration, automating change, configuration, provisioning, release and asset provisioning, release and asset
management tasks.management tasks.
Incident & Problem Mgmt
Service Request
Mgmt
Change Management
Provisioning & Release
Mgmt
Knowledge Mgmt inclusive of 3rd
Party Data
Asset ManagementConfiguration
Management
Work Management
Process Automation
Service Delivery
Process Automation
Service Delivery
Service Assurance and Performance Management
VisibilityVisibilityVisualize service performance and Visualize service performance and health across all network, server, health across all network, server,
middleware and application middleware and application components.components.
ControlControlIncrease effectiveness and Increase effectiveness and
productivity, reduce errors and productivity, reduce errors and improve availability through improve availability through
consolidated tooling.consolidated tooling.
AutomationAutomationKeep costs under control as all Keep costs under control as all
aspects of infrastructure grows with aspects of infrastructure grows with integrated policyintegrated policy--based based
automation. automation.
A Lifecycle Based Availability Solution for Success
Service Management
Service Management
IT Availability Life Cycle
Discover
Remediate
Sense
CorrelateIsolate
Discovery of Application
landscape and supporting
infrastructure
Monitor end user
experience, applications
and supporting infrastructure
Correlate &Analyze Events
Fix the problem
Isolate the bottleneck
Determine the root cause Diagnose
OptimizePlan for growth
& service enhancements
Business ServiceBusiness ServiceManagementManagement
ApplicationApplicationAvailabilityAvailability
Consolidated OperationsConsolidated OperationsManagementManagement
Protecting business critical application data Ensuring rapid recovery, data reliability and integrityReducing legal exposure through data encryption and key management
Enabling visibility into storage environment Optimizes storage performance and capacity utilizationVirtualizing 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
Data ProtectionData ProtectionData Protection
Information Retention &
Lifecycle Management
Information Information Retention & Retention &
Lifecycle Lifecycle Management Management
Storage Resource & Infrastructure Management
Storage Resource & Storage Resource & Infrastructure Infrastructure ManagementManagement
Storage ManagementVisibilityVisibility
Create complete transparency Create complete transparency across the complete information across the complete information lifecycle for all business data and lifecycle for all business data and
records.records.
ControlControlPolicyPolicy--based management of based management of information access, retention, information access, retention, archiving and disposal of data archiving and disposal of data aligned to business controls. aligned to business controls.
AutomationAutomationIncrease productivity of storage and Increase productivity of storage and
security personnel though security personnel though integrated tooling and policyintegrated tooling and policy--based based
workflows. workflows.
Network and Service Assurance
ServiceInfrastructure
AppsApps
VisibilityVisibilityDeliver a single point of monitoring Deliver a single point of monitoring
for all network traffic, event/fault for all network traffic, event/fault and service quality management and service quality management across converged infrastructures.across converged infrastructures.
ControlControlEnforce policies for service quality Enforce policies for service quality and traffic prioritization to deliver and traffic prioritization to deliver optimized service within agreed optimized service within agreed
service levels. service levels.
AutomationAutomationSpeed problem resolution times and Speed problem resolution times and
reduce diagnostic errors through reduce diagnostic errors through automated root cause analysis. automated root cause analysis.
Integrated Service Quality Assurance Integrated Service Quality Assurance for converged (triplefor converged (triple--play) voice, play) voice,
video, data networks.video, data networks.
Information Integration Framework
TivoliIndustry
Solutions
Solution Architecture Framework for Energy
Payments Framework for Financials Services
Retail Integration Framework
Service Provider Development Environment
IBM Service Management Industry FrameworksSolutions architected for specific industries
Product Development Integration Framework
Market Share LeaderSystems Management• #1 in Performance & Availability – IDC• #1 in Event Automation – IDC • #1 in Performance Management Software- IDC• #1 in System Management- IDC• #1 in Server Provisioning- IDC• #2 in Mobile Device Management- IDC• #2 in Operating Systems and Subsystems- IDC• #2 in Distributed Performance & Availability
Management- IDCService Assurance and Network Management• #1 in Service Assurance- OSS Observer• #1 in Event Management- OSS Observer• #1 in Performance Management- OSS Observer• #1 in Worldwide Network Availability- IDC• #1 in Worldwide Telecom Assurance- IDCStorage• #1 in Archive and Hierarchical Storage
Management- IDCSecurity• #1 in Identity and Access Management- IDC• #2 in Security and Vulnerability Management- IDC
Recent Awards• April 2008 Tivoli Service Request Manager Named
“Leader” in Forrester Wave for Service Desk Management Tools
• 2007 Plant Engineering Magazine Reader’s Award, Silver in Best Maintenance Software category
• 2006 VARBusiness Annual Report Card Award, Enterprise Storage Management S/W
• 2006 VARBusiness Tech Innovator Company of the Year, IBM Tivoli Continuous Data Protection for Files
IBM is the Market Leader
Gartner Magic Quadrant Leadership• SRM/SAN Management• Application Management• User Provisioning• Web Access Management• IT Event Correlation and Analysis• Enterprise Asset Management: Power
Generating, Manufacturing and Distribution Utility
Tools to Get You Started TodayITSM Self-Assessment Tool
Facilitates identifying your service management prioritiesSelf-assessment of your capabilities, importance, current levels of automation and governance effectivenessBased on a proven approachContact your IBM representative for this self-assessment
IBM Service Management Visibility, Control & Automation Assessment Tool
Facilitates identifying your service managementpriorities
• Visibility• Control• Automation
Leverages your existing investmentsBased on a proven approachProvides a roadmap to integrated service management that delivers exponential value
Visit www.ibm.com/tivoli to access this tool
http://ausgsa.ibm.com/home/s/m/smithn/web/public/testSite/VCAhttp://ausgsa.ibm.com/home/s/m/smithn/web/public/testSite/VCA--Assessment/Assessment/