integrated service management (ibm tivoli)
DESCRIPTION
I takt med at verden bliver mere og mere instrumenteret, sammenkoblet og intelligent, stilles stadig større krav til en dynamisk infrastruktur. Med IBM Integrated Service Management kan du automatisere og effektivisere processer, vedligeholde systemer, monitorere sammenhænge og eliminere huller i sikkerheden – og derved opnå overblik, øget produktivitet og vækst. Læs om fordelene ved IBM Integrated Service Management. Læs mere her: bit.ly/softwaredagtivoli01TRANSCRIPT
Integrated Service Management
Dr Hing Wing To VP Strategy & Product Management, IBM, UK
© 2010 IBM Corporation5
Our world is becoming
INSTRUMENTED
Our world is becoming
INTERCONNECTED
Virtually all things, processes and waysof working are becoming
INTELLIGENT
Our world is getting smarter…“intelligence is being infused into the systems and processes that enable services to be delivered”
“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
© 2010 IBM Corporation6
Greater Complexity
Services delivered across interconnected environments.
However, the road to service innovation is not without challenges that must be overcome…
Increased Risk
Growth in business service data & security threats
Higher Client Expectations
More service options, more quickly, with higher quality.
© 2010 IBM Corporation7
We must start thinking differently about how we design, deliver and manage services across the interconnected service chain…
SecurityVoiceStorageMainframeNetworkSystemApplications
RFID
Tracking
Smart
Vehicles Smart
Phones
SecurityVoiceStorageMainframeNetworkSystemApplications
Smart
Aircraft
Smart
Buildings Smart
Video
Smart
Meters
Smart
POS
GPS
Tracking
� From silos:
� To service chain:
© 2010 IBM Corporation8
� 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?
– Will problems with business service quality impact shareholders? E.g. SOX , Basel II
– Security impact on shareholders, investors, patients, users
Successful service innovators begin with a defined and measurable service strategy, and measure their success….
© 2010 IBM Corporation9
Design Deliver Manage
Continual Service Improvement
…and approach the life of a service, as a business process, which must be integrated and optimized…
Smart Assets
PhysicalAssets
Information Technology
Line of Business
Design & Delivery
Data Center Operations
Enterprise Operations
Visibility. Control. Automation.TM
© 2010 IBM Corporation10
Enables service innovation by providing Visibility. Control.
Automation.TM across smarter
business infrastructures and the end-to-end service chain.
VISIBILITY
CONTROL
AUTOMATION
INSTRUMENTED
INTERCONNECTED
INTELLIGENT
Integrated Service Management
© 2010 IBM Corporation11
Only Integrated Service Management interconnects data centers, design & delivery, and business with a flexible, integrated approach…
VISIBILITY CONTROL AUTOMATION
Improves design and delivery of applications and services across the lifecycle.
Ensures service quality and integrity from the next generation of data centers.
Enables delivery of innovative new business services across smarter business infrastructures.
© 2010 IBM Corporation12
Unique capabilities and expertise provide targeted visibility, control & automation helping integrate and optimize service delivery…
�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)
Visibility. Control. Automation.TM
© 2010 IBM Corporation13
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.
• Automated delivery and management of technology across virtualization & clouds
• Workload optimized systems with integrated energy, systems and service management
• Flexible delivery models
Visibility. Control. Automation.Visibility. Control. Automation.TMTM
© 2010 IBM Corporation14
ISM for Cloud Computing
� Self Service Portal
� Centralised management of images to avoid sprawl
� Provisioning across heterogeneous resources to provide serviceAutomation
� Usage and accounting of resource usage
� Policy controlled access to images, information and resources
� Isolation by security between running virtual instances
� Logging and auditing of all changes across server, storage and network in cloud
Control
� Availability and performance management across all resources: heterogeneous server, storage, network, hypervisor, applications
� Deep monitoring of entire virtualisation stack from server, hypervisor, virtual storage to application
Visibility
� Higher utilization and fast cycle times with improved quality, reduced risk, lower cost
� Enable clouds to provide services that span multiple resources and applications
� Managed across all cloud domains: private, hybrid, public
© 2010 IBM Corporation15
Core operational capabilities for Cloud platforms
� An operational support system is required to deliver cloud services
� Key capabilities are described the OSS architecture and must work together as a basis for customer cloud service delivery
� These capabilities are available today through IBM
Configuration Mgmt
Service Automation Management
Virtualization Mgmt
Provisioning
Monitoring &Event Management
IT Asset & License Management
Service Request Management
IT Service Level Management
Image Lifecycle Management
Capacity &Performance Management
Incident, Problem &Change Management
OSSOperationalSupportSystem
Service Delivery Catalog
Service Templates
Security and Resiliency
© 2010 IBM Corporation16
Integrated Service Management for Data Centers
SMARTER – Healthcare ServicesDelivering innovative, high quality patient care
across 27 facilities and hospitals.
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.
SMARTER – Mobile ServicesAchieving faster time to market of new mobile services by reducing delivery time while reducing capital & operational costs
SK Telecom: Implemented two public clouds to deliver new services to mobile users, the first enabled Business and Content Providers to rapidly develop services that could then be moved across to a the second cloud to deliver the services to the mobile user. Self-service with automated provisioning and flexible allocation of resources enable faster delivery time and reduce costs.
IBM Advantage: Automated delivery and management of technology enables new cloud delivery models
© 2010 IBM Corporation17
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.Visibility. Control. Automation.TMTM
© 2010 IBM Corporation18
Integrated Service Management for Design & Delivery
SMARTER – Insurance ServicesAssuring service quality to customers with closed-loop development, test & data center management.
Samsung Fire and Marine: Integrated development and operations improved their ability to react quickly to fluctuating operational requirements without sacrificing service quality for paying customers and still reducing costs; 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.
SMARTER – Social ServicesDelivering greater convenience, and 50% cost
reduction across the service lifecycle
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.
© 2010 IBM Corporation19
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.
• 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
Visibility. Control. Automation.Visibility. Control. Automation.TMTM
© 2010 IBM Corporation20
Integrated Service Management for Industries
SMARTER – Rail Services
Improving the availability of rail travel with monitoring of smart and physical rail assets.
SBB: Deployed an intelligent rail monitoring system for IT and physical assets - including switches and sensors across 800 train stations and rail lines. The automated system enables them to recognize and repair over 50 % of issues before they impact operations, increasing availability by approximately 2,000 minutes per month & saving a US $2.3 million each year in outages.
IBM Advantage: Integrated monitoring and service dashboards for all audiences provide visibility across all smart & IT assets.
SMARTER – Airport ServicesAssuring service delivery through integrated management across enterprise & IT Ops.
International Airport: Unified management of 12,786 IT, facilities, & fleet assets, and service management, automating processes across operational & IT silos. Improved chargeback leading to direct revenue improvements. Significantly improved technician productivity, time to repair, and compliance reporting.
IBM Advantage: Comprehensive management ofassets (enterprise & IT), and unified management of service requests and problems.
© 2010 IBM Corporation21
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.
© 2010 IBM Corporation22
IBM can help you assess where you are today, and offer the rightroadmap for success…
� Leverage Integrated Service Management assessment and planning services:
� Strategy & Change
� Service Management Strategy & Design
� Take advantage our of FREE self-assessment tool:
� Integrated Service Management Self-Assessment
� Schedule a live demo:
� Integrated Service Management Demos
� Visit Integrated Service Management online for more information:
� Integrated Service Management