pandian athirajan_pcty 2009 tsrm overview

2009 Pulse Comes to You – Copenhagen, Denmark

Tivoli Service Request Manager 7.1 Overview

Pandian Athirajan

Product Manager


2

Agenda

� Introduction to IBM Service Management

� Service Request Manager

� Supported platforms & languages

� Industry Recognition

� Value add

� Key Features

� Integrations

� Roadmap

� Licensing Model

� Why IBM Service Management solution is unique?


3

Integrated approach to Service Management

Integrated SolutionAn Integrated set of solutions represent the full management of data, processes, tooling

and people

Common Data Model The core solutions share a common data

subsystem for simple data sharing

Processes that Work Together

The core solutions share a process workflow automation engine

No Rip and ReplaceLeverage existing investments in IBM and 3rd

party IT management tools

Lower Cost of Ownership Lower infrastructure and training costs,

simple upgrade model

Service Request Manager

IT Asset

Management

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Provisioning

Manager

Tivoli process automation engineTivoli process automation engine

Process Artifacts

•Related to CIs and Assets

•Process Definitions

CIs

•Attributes

•Relationships

•Configuration Data

Assets

•Attributes

•Relationships

Common applications | Common workflow | Common reporting | Common User Interface


4

Market-leading service management platform

Client Self Help

Release Management

Collaboration

Asset Management

Process andWorkflow Mgmt

Configuration Management

Service Catalog

Workforce Management

Procurement

Reporting

Service Level Management

Incident, problemchange

Management

Service Request

Contract Management

Software Provisioning IBM Service

Management


5

Unified solution to improve productivity

•Advanced work management processes•Flexible and easy to configure, no codingrequired

•Integration with CCMDB, TEC & other OMPs

•Multi-customer support•Based on leading standards-based technology– J2EE, SOA, XML

•Process integration, built fromthe ground up on ITIL

•Single user interface•Dashboards and reports•Data integration•Enterprise asset managementintegration

Users

Service Desk

Service Catalog

ServiceRequests

ServiceRequests

Shopping RequisitionOrder

ManagementOrder Tracking

OMP/PMPIntegration for

automation

SRM Service Provider Solution

integration

Knowledge Incident Problem Asset/CI

OMP/PMPIntegration for

automation

SRM Service ProviderSolution

integration

Service Request Manager 7.1


6

Platforms Supported

� Operating Systems� Windows 2003 Server SP 2, Standard, Enterprise, and Datacenter editions(32 & 64 bit)

� Windows 2008

� IBM AIX V5.3 & V 6.1 (32-bit and 64-bit) (Technology Level 5300-6 or 7)

� Red Hat Enterprise Linux V4 (x86, 32-bit)

� Weblogic 9.2/Solaris 10/Oracle 10.1&2� zLinux SUSE 9 & 10

� zLinux Red Hat 4 & 5

� Middleware� WAS ND V6.1 fixpack 13, or later� Weblogic 9.2 & Windows 2003 sever on all supported databases

�

� Database� DB2 V8.2, or V9.1 + Fixpack 4

� Oracle V10 release 1 or 2 (Standard or Enterprise)

� Microsoft SQL Server 2005 (Standard or Enterprise)

� Reporting Engine� Business intelligence and Reporting Tool (BIRT) version 2.1.2

� Browsers� Internet Explorer 6.0 & above

� Mozilla Firefox 3.0 & above


7

Languages Supported

� English

� German

� Italian

� French

� Spanish

� Brazilian Portuguese

� Japanese

� Korean

� Simplified Chinese

� Traditional Chinese

� Swedish

� Hungarian

� Czech

� Polish

� Russian

� Dutch

� Danish

� Croatian*

� Finnish*

� Norwegian*

� Slovenian*

� Arabic*

� Hebrew*

* Support planned in TSRM 7.2* Support planned in TSRM 7.2


8

� Leaders in Large Enterprise Service Desk market

� Based on TSRM 6.2.1 capabilities & our strategy and vision TSRM product.

� Forrester quote:

“…..the enhanced and rebrandedTivoli Service Request Manager is on its way to becoming a formidable competitor at high end.”

Forrester Wave@ Large Enterprise Service Desk Management Tools, Q1 2008


9

Forrester Wave@ Small Enterprise Service Desk Management Tools, Q1 2008

� Leaders in Small Enterprise Service Desk market

� Based on TSRM 6.2.1 capabilities & our strategy and vision TSRM product.


10

We are PinkVERIFIED!!

Following eleven processes have achieved

PinkVERIFYPinkVERIFY

Certification for its compliance with ITIL V3

Release ManagementTivoli Release Process Manager 7.x

Change Management & Configuration Management

Tivoli Change & Configuration Management Database 7.x

Incident, Problem, Service Level, Event, Service Request Fulfillment, Knowledge, Financial & Service Catalog Management

Tivoli Service Request Manager 7.x

Processes certifiedProduct


11

We are KCS Verified!

“ The Consortium for Service Innovation is pleased to have

IBM Tivoli Service Request Manager version 7.1. with Tivoli Service Request Manager OPAL Extensions for Knowledge Management as one of our KCS version 3.0 Verified Vendors………providing this type of flexibility is an important step towards enabling Web 2.0 knowledge based environments needed to support the future demands of customers .”

Melissa George, Program Director, CSI.

Knowledge-Centered Support (KCS) defines a set of principles and practices that enable organizations to improve service levels to customers and gain operational efficiencies. It involves collaborating, sharing, using and improving knowledge that helps to provide better support.

KCS Certification confirms that TSRM product has built-in capabilities to provide knowledge centered support.


12

Key Value Proposition

� LOWER TOTAL COST OF OWNERSHIP� Free unlimited end user licenses & simplified licensing model

� Combined service desk & service catalog for one-touch IT support & delivery

� Fully integrated service management suite for asset management (both IT &non-IT); CMDB and provisioning capabilities

� Productivity enhancement tools for agents

� Out of the box best practice contents

� Free of charge integration modules for IBM products

� Easy upgrade and maintenance


13

Service Desk – Key Features / Customer Value

Process Automation

Powerful service request, incident and problem

management applications captures all relevant

data through ticket templates and provide ITIL V3

aligned visual process workflows to manage it

Align IT with businessService Level Management - Compares actual

performance with pre-defined expectations, escalations

and associated reports.

Escalation Management - Ensures proper

management of resources to achieve service levels.

Proactively monitor conditions and send notifications

from prompt action

Improve Productivity

Computer telephony -- Auto pre-population of tickets

and call control through integration with computer

telephony software from Genesys® and Cisco®

Collaboration -- Provides chat capability to service

desk agents through Lotus Sametime integration to

collaborate with ticket and service owners

Reduce mean time to repair

Knowledge Management -- Built-in, searchable solutions database enables agents to resolve

issues faster, improving first call resolution rates..

Remote diagnostics -- Embedded remote diagnostics capability that enables remote takeover of

workstations for problem resolution. Recording, storing and playback of the remote sessions.

Runbook Infrastructure - Provides the capability to customer to create runbooks for faster ticket

resolution and service delivery without requiring a separate runbook automation module.

Reduce help desk call volume

Self Service -- Web-based portal that enables end

Users to create service requests, find its status,

search for solutions from the knowledgebase, view

bulletin board messages and access service catalog.

Password reset - Provide password reset capability

directly to the end users through integration with

Tivoli Identity Manager.

Bulletin board - Provides real-time message display,

allowing administrators to broadcast to various

groups, including IT Operations and/or end-users.

Remote

Diagnostic Tool


14


Measure end user satisfaction

Survey - Provides the capability to measure the

end users satisfaction on quality of support provided.

Reports can be generated based on survey results

Email ticket submissionEmail Listener - Efficiently processes inbound emails

into service requests streamlining service desk

operations and increasing user satisfaction

Better decision making

Dashboards and Start Centers - Real-time

Dashboards provide actionable information and identify

potential problem areas, enabling support to take

appropriate corrective actions before critical services

are adversely affected. Dashboards can also be

customized.

Upgrade, customization, configuration flexibility

Configuration Tooling -- Flexible, easy to use configuration tools such as Application Designer,

and Database Configuration Tool are included for screen customization and database configuration

Workflow Designer Tool -- Provides easy to use drag & drop approach to create process workflows.

Workflows are easily customized, versioned and replicated using this tool

Upgrade – Scripts to upgrade from version 6.2 to 7.1. Customizations and configurations done using

the tools provided upgrades smoothly.

Operational efficiency

Role-based KPIs -- Support staff, managers or

executive can monitor role-based KPIs in an easy to

configure, intuitive graphical display..

Reporting -- Embedded Tivoli Common Reporting tool

based on BIRT (Business Intelligence Reporting Tool)

provides flexible and powerful reporting capabilities.

Work Management - Enables customers to define

and document tasks, activities, and other procedures

necessary for ticket resolution. Also ensures right

personnel with the right skills are deployed at the

right time


15

Integrations - Integration with IBM and non-IBM operational management products for automatic ticket creation.

Coexistence with other service desks - Coexistence modules with other service desks such as HP Service Center and Tivoli Infoman.

Best practice content - Out of the box content such as role based start centers, ITIL aligned process workflows, security groups, ticket templates, communication templates, escalations, reports and KPIs are provided at regular intervals through customer downloads.

Accelerate time to value



16

Service Catalog means different things to different customers

ServiceIndex

A list of services…

…available inan online catalog…

…which supportsonline ordering…

…and automatedorder fulfillment

Metrics/Data

Process Flow Service Level Mgmt.

IT Financial Mgmt

IT Mgmt Dashboards

Governance Demand Mgt

• Structured, searchable, database of services available to end users• Description, service levels, costs, availability, entitlements• Support transaction services and subscription services

• Add orders to a shopping cart, checkout• Order authorization and approval

• Fulfillment/provisioning of transaction/subscription services• Workflow management of manual process steps• Drive automation of IT processes – esp. change and release

Service Catalog


17

Service Catalog – Key Features

Roles and Start Centers

Service Definition Templates

Request Workflows

KPIs and Thresholds

Queries and Reports

Escalations and Notifications

Best Practice Content

Service Tooling

Extensibility

Catalog definition tooling

Service & Offering definition tooling

Fulfillment Option definition tooling

Upgrade tooling

Common Service Requests

Launch to Incident, Problem, Change and Release

CMDB Integration (CI/Asset selection)

Process Integration

Shopping UIs

Shopping Cart

Favorites / Recommended

Search

Order Fulfillment

Descriptive

Action

Supply Chain

Service Creation& Publishing

Service Ordering“Shopping”

Service OrderManagement

Service Fulfillment

Service Monitoring


18

TSRM Integration & Interfaces

MEA + TDI IntegrationComposer

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Tivoli Process Automation Engine

IBM Supplied integrations:

• HP Peregrine Service Center

• Genesys CTI

• Cisco CTI

• Omnibus

• Lotus SameTime

• Netcool Impact

• Rational ClearQuest

• Tivoli InfoMan

• Tivoli Identity Manager

• TEC

• zNetview

• ITCAM

• Tivoli Workload scheduler

Business Partner integrations:

• AlarmPoint• Infrared 360

Data loaders:• Generic IBM Tivoli Integration Composer – Bundled with TSRM• IBM Tivoli Integration Adapters for IBM products – no charge• IBM Tivoli Integration adapters for non-IBM products – License

• Microsoft SMS• Altiris Inventory• Centennial Discovery


19 Caution: all information on this slide is subject to change!

Tivoli Service Request Manager Roadmap - TentativeCurrent GA

Version: 7.1

Oct/2008

Refresh 1

• Additional

platform support

(including zLinux)

• Additionl

language support

Fixpack 2

• Product defect

fixes

April 2009IBM CONFIDENTIAL

May/2008

7.1

Service Desk

• Usability enhancements

• Remote diagnostics

• ITIL-aligned workflow

• Ticket Templates

• Knowledge

management

enhancements

• CTI (Genesys)

integration

• Peregrine – coexistence

& conversion tools

• Survey Tool

• Process integration

• OMP integration

• Productivity

enhancements

Service Catalog

• Service design, catalog

design and publishing

tools

• Shopping environment

• Order fulfillment and

tracking

• Order monitoring

• Survey tool

• Process Integration

1H/2010

7.2.1

Desk & Catalog

• Adv RBA functions

• Library

management

• User interface

enhancements

Dec/2008

7.1.0.3

Fixpack 3

• Product defect

fixes

• SLES 10 32 bit

X series

support

• Firefox support

4Q/2009

7.2

Service Desk

• Multi customer support

•Response plan

• SLA hold

• search enhancements

• Knowledgebase

enhancements

• Integrations

• Additional language

support

• Virtualization support

Service Catalog

• Catalog process

simplification

• Usability

enhancements

• Form field validation

Mar/2009

SRM 7.1 Refresh 2

Desk & Catalog

• Win2008

support

• Additional

languages

Release Completed

1Q/2010

SRM 7.2 Refresh 1

•-Upgrade/migration •tooling•-SP SQL and zLinux •support•- Tpae 7.1.1.6 support

SRM 7.1 Refresh 1


20

Offering value to customers

� A leading publishing industry in USA is using TSRM and TAMIT products to reduce service request approval time from several days to less than an hour; cut time to compile reports from days to minutes and improved compliance with internal and external governance requirements.

� A leading European do-it-yourself tools vendor has improved their first call resolution rate to 60% and seen their staff productivity improve by 25% by streamlining their service management processes by using TSRM and TAMIT solution.

� A leading chemical manufacturer in Brazil, by implementing TSRM, TAMIT and CCMDB, has brought down the ticket volume by 15% by proactively addressing the IT issues.

� A leading health care provider in USA has achieved greater control of their infrastructure, hence, their governance process by implementing TSRM, TAMIT, CCMDB and TADDM solutions.

� A leading US manufacturer will be saving $24.9 over a period of five years by implementing TSRM, TAMIT, and other Tivoli solutions to streamline their IT operations and improve the availability of IT infrastructure.

� A leading IT Service Provider in USA has implement TSRM and TAMIT solution to help support the growth of their firm and achieve a 80% reduction in help desk calls, 22% reduction in service tickets, and a 50% ROI.


21

Licensing Model

� Licensed based on number of Concurrent and Registered Users.

� Registered User: A licensed user to use SRM product. Multiple log-ins under the same or a single user name is prohibited.

� Concurrent User: A Licensed User who is licensed only to use SRM product with multiple log-ins being permitted under the same or a single user name, but provided that the total number of Concurrent Users logged into or using the Program at the same time shall not exceed the total number of Concurrent Users licensed.

� Self-service Requestor: Someone who only accesses SRM product to enter a service request and view the status of his or her service requests. This license is limited to Self-Service Requestors ONLY. It does not license a user to post actual to work orders, to access the Actuate Report Writer, to run or view a report, etc. It is limited only to service request data input and read access of service request status. Unlimited Self-Service users is provided at no charge.


22

Configuration information is stored in meta data to readily upgrade from one version to the next.

The platform combines asset management and service management in one environment.

Built-in configuration tools allow for easy, on the fly changes to UI, workflows, processes, reports.

All critical assets that drive the business – IT and non-IT – are managed through the same interface.

Web-architected platform built on J2EE with advanced business process management; based on SOA, web services and XML.

Supports ITIL processes out of the box: Incident, Problem, Change, Release and Configuration.

IBM offers full breadth of end-to-end asset and service management solutions that operate on a common web services infrastructure.

Upgradeability

Unified Platform

Ease of Configuration

IT and Enterprise Assets

Leading, standards-based technology

Built ground up on the ITIL framework

Breadth of Service Management offering

Why IBM Service management solution is unique?


23

Thank you! Questions?


24

CCMDB Integration within Incident Management


25

IT Asset Management and Service Desk go hand-in-hand

When the Service Desk has access to asset detail including contract and procurement information:

� Service request handling is streamlined

� Incident & problem resolution is expedited

� Service levels & customer satisfaction improve

Service Desk data provides IT Asset Management with:

� Information on frequency and nature of issues with IT assets

� Ability to increase efficiency and cost effectiveness


26

Current TSRM & Omnibus Integration

1) ITM situations send events to EIF probe2) EIF probe send situation events to OMNIbus object server3) EIF gateway replicate events from object server4) EIF gateway send replicated events to EIF connector in TDI5) TDI assemble line map EIF event data and do data convert, then send to Maximo connector6) Maximo connector create incidents in TSRM by object structure web service call7) After incident is closed in TSRM, read incidents details from TSRM8) Maximo connector data is mapped and converted for EIF connector9) EIF connector send events to EIF probe10) EIF probe send close event to object server


27

Current TSRM & Netcool Impact Integration


28

� Integrates with Lotus Sametime

� Alternative multi-threaded mode of communication

� Chat sessions are recorded and stored in the ticket’s Communication Log

Instant Messenger Integration


29

Ease of Configuration

Database Configuration

& Application Designer

� Built-in Tools

� Easy and Quick to use by all end-user

� Configure UI, dashboards, KPIs, reports, create new applications and more…


30

Upgradeability

Clients are concerned about upgrading their existing service desk

� Changes / custom code does not upgrade

� Work done in the past needs to be redone

� An upgrade is alike to implementing a service desk from scratch

Why concern?

� Expensive

� Resource Intensive

� Time consuming

� And … this needs to be done every time there is a new version

Tivoli Service Request Manager Advantage

� Changes made through the built-in configuration tools upgrade

� The web interface is immediately available after upgrade


31

Out of the box – Best Practice Contents

� ITUP-standard Process Flows and Roles

� Service request, incident and problem Management workflows

� ITIL V2 & V3

� Reports & KPIs on Service Request, Incident & Problem

� Security Groups to support ITUP roles

� Role Related Start Centers for each process

� ITUP Expert Process Advice

� Available from Role Related Start Centers

� Escalations

� Automate Acknowledgement Process

� Automate Solution Sending

� Automate Ticket Close

� Automate Communications to Reported by / Affected By

� Communications Templates

� Start Centers


32

Out of the box Key Performance Indicators

Open service requests marked High Priority (internally)PMSRHIGH

Open service requests marked Urgent Priority (internally)PMSRURG

Open service requests that have work orders that are waiting for approvalPMSRWAPP

Service requests that are currently in progressPMSROPEN

Average process time per service request in hoursPMSRAVGTI

Number of late work orders or work orders at risk of being late from all open service requests.

See the PMSRLATE query description for definitions of late and at risk of being late.

PMSRLATEWO

KPI descriptionKPI name

Open incidents marked High Priority (internally)PMINCHIGH

Open incidents marked Urgent Priority (internally)PMINCURG

Open incidents that have activities that are waiting for approvalPMINCWAPP

Incidents that are currently openPMINCOPEN

Average process time per incident in hoursPMINCAVGTI

Number of late activities or activities at risk of being late from all open incidents.

See the PMINCLATE query description for definitions of late and at risk of being late.

PMINCLATEA


KPIsKPIs for Service Requestfor Service Request

KPIsKPIs for Incidentfor Incident


33

Out of the box Key Performance Indicators

KPIsKPIs for Problemfor Problem

Open problems marked High Priority (internally)PMPRBHIGH

Open problems marked Urgent Priority (internally)PMPRBURG

Open problems that have activities that are waiting for approvalPMPRBWAPP

Problems that are currently in progressPMPRBOPEN

Average process time per problem in hoursPMPRBAVGTI

Number of late activities or activities at risk of being late from all open problems.

See the PMPRBLATE query description for definitions of late and at risk of being late.

PMPRBLATEA



34

Out of the box – Service desk reports

T itle F ile n a m e

P ro b le m R e p o rts

A v e ra g e T im e to C lo s e P ro b le m s a vg _ c lo s e _ tim e _ ts d .rp td e s ig n

A v e ra g e C o s t P e r P ro b le m a vg _ c o s t_ ts d .rp td e s ig n

T o ta l N u m b e r o f P ro b le m s to ta ls _ ts d .rp td e s ig nE la p s e d T im e fo r U n re s o lve d P ro b le m s e la p s e d _ tim e _ to _ c lo s e _ p ro b le m s _ ts d .rp td e s ig n

In c id e n t G e n e ra tio n fo r P ro b le m s w ith K n o w n E rro rs p ro _ in c _ g e n _ k n o w n _ e rro r_ ts d .rp td e s ig n

In c id e n t G e n e ra tio n fo r P ro b le m s w ith U n k n o w n E rro rs p ro _ in c _ g e n _ u n k n o w n _ e rro r_ ts d .rp td e s ig n

P ro b le m S u rv e y p ro _ s u rve y_ ts d .rp td e s ig n

D is p o s it io n R e p o r t fo r P ro b le m M a n a g e m e n t p ro b le m _ d is p o s itio n _ ts d .rp td e s ig n

P ro b le m R e s o lu tio n p ro b le m _ re s o lu tio n _ ts d .rp td e s ig n

V o lu m e R e p o rt fo r P ro b le m M a n a g e m e n t p ro b le m _ v o lu m e _ ts d .rp td e s ig n

In c id e n t R e p o rts

A v e ra g e T im e to C lo s e In c id e n ts a vg _ c lo s e _ tim e _ ts d .rp td e s ig n

A v e ra g e C o s t P e r In c id e n t a vg _ c o s t_ ts d .rp td e s ig n

In c id e n t S u rv e y in c _ s u rv e y_ ts d .rp td e s ig n

D is p o s it io n R e p o r t fo r In c id e n t M a n a g e m e n t in c id e n t_ d is p o s itio n _ ts d .rp td e s ig n

V o lu m e R e p o rt fo r In c id e n ts in c id e n t_ vo lu m e _ ts d .rp td e s ig n

T o ta l N u m b e r o f In c id e n ts to ta ls _ ts d .rp td e s ig n

S R R e p o rts

A v e ra g e T im e to C lo s e S e rv ic e R e q u e s ts a vg _ c lo s e _ tim e _ ts d .rp td e s ig n

A v e ra g e C o s t P e r S e rv ic e R e q u e s t a vg _ c o s t_ ts d .rp td e s ig n

T o ta l N u m b e r o f R e q u e s ts to ta ls _ ts d .rp td e s ig n

D is p o s it io n R e p o r t fo r S R M a n a g e m e n t s r_ d is p o s itio n _ ts d .rp td e s ig n

S R S u rv e y s r_ s u rv e y_ ts d .rp td e s ig n

V o lu m e R e p o rt fo r S e rv ic e R e q u e s t M a n a g e m e n t s r_ v o lu m e _ ts d .rp td e s ig n

S u rv e ys S e n t a n d R e c e iv e d s u rv e y_ v o lu m e _ ts d .rp td e s ig n

S o lu t io n R e p o rts

In c id e n ts a n d P ro b le m s w ith In fo rm a l S o lu tio n s a d H o c _ s o lu tio n s _ ts d .rp td e s ig n

In c id e n ts a n d P ro b le m s w ith F o rm a l S o lu tio n s fo rm a l_ s o lu tio n s _ ts d .rp td e s ig n


35

Out of the box – service catalog reports

Catalog Orders that have been in APPR status for more than 5 days. Provides

more detail for SOAPPR5 KPI.

Catalog Orders In Approval More Than 5 Days

Catalog Orders that have been in WAPPR status for more than 30 days.

Provides more detail for SOWAPPR30 KPI.

Catalog Orders Awaiting Approval More Than 30 Days

Shows delivery times for fulfilling requested services. Compares approval

date to the close date

Catalog Orders Delivery Performance

Details of a Catalog OrderCatalog Order Detail

Lists catalog ordersCatalog Orders List

Shows number of times that an Offering has been orderedOfferings Order Frequency

Offerings that have not been ordered within a time periodOfferings Not Ordered

Details of an OfferingOffering Detail

Lists OfferingsOfferings List

Shows service fulfillment definitions that have been in PENDING status for

more than 30 days

SDPEND30 Report

Details of a service fulfillment definitionService Fulfillment Definition Detail

Lists service fulfillment definitionsService Fulfillment Definitions List

DescriptionReport Name


36

Provides survey results to Question 5 of the Service Catalog out-of-the-box

survey.

Services Easy To Find


survey.

Self-Service Portal Used


survey.

Catalog Request History


survey.

Catalog Request Processing Satisfaction


survey.

Catalog Request Approval Satisfaction

Catalog Purchase Requisitions that have been in APPR status for more than

5 days. Provides more detail for SRAPPR5 KPI.

Catalog Purchase Requisitions In Approval More Than

5 Days

Catalog Purchase Requisitions that have been in WAPPR status for more

than 5 days. Provides more detail for SRWAPPR5 KPI.

Catalog Purchase Requisitions Awaiting Approval

More Than 5 Days

Details of a requisitionCatalog Purchase Requisition Details

Lists all requisitionsCatalog Purchase Requisitions List

Shows delivery times for fulfilling requested services. Compares approval

date to the close date

Catalog Purchase Requisitions Performance



37

Details a fulfillment optionFulfillment Option Details

Lists all fulfillment optionsFulfillment Options List

Provides survey results to Question 8 of the Service Catalog out-of-the-

box survey.

Catalog Request Submittal Satisfaction


box survey.

Offering Catalog Recommendation


box survey.

Service Variety Satisfaction



38

Service Catalog contents

SRM 7.1 contents may change without notice

Operations

Identity and Access

IMAC

Middleware Support

DB Subsystem Support

Server Management

Service Line Component

Composite Service Examples

Fixed Cost Service Requests

Data Network Services

Enterprise Security Management

Distributed Client Services

Server Systems Management

Service Line

Office Move

Minor Facility Request

Build New Standard Server Image

Build New Standard Server Image with Middleware

Deploy Server to Floor

Perform Initial Build Activities

Server Lock Down

DBMS Install and Configure

Add Database to Server

Remove Database from Server

Middleware Install and Configure

Service Definition

ID Request

Build New Server with Middleware

Build New Server

Bandwidth Analysis Assessment

I&S Network Consulting

Minor Site Enhancement

Firewall Service Request

Lotus Notes ID – Create/Delete Account

Lotus Notes ID - Change User Name or Certifier

Lotus Notes ID - Change Password


39

Service Catalog contents – Released in 2H 2008

� Lotus ID management services to end-users*:

� Change My Password

� Reset My Password

� Reset Someone Else's Password

� Create an Account for Me

� Create an Account for Someone Else

� Delete an Account I Own

� Delete Someone Else's Account

� Desktop/Laptop/PDA Services

� Software Services

� Printer Services

* Done through Tivoli Identity Manager


40

Reporting Roadmap: Open Reporting System

Caution: all information on this slide is subject to change!


41

Disclaimer

The information on the new product is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information on the new product is for informational purposes only and may not be incorporated into any contract. The information on the new product is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release, and timing of any features or functionality described for our products remains at our sole discretion.


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Trademarks and disclaimers

Intel, Intel logo, Intel Inside, Intel Inside logo, Intel Centrino, Intel Centrino logo, Celeron, Intel Xeon, Intel SpeedStep, Itanium, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries./ Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both.Microsoft, Windows, Windows NT, and the Windows logo are trademarks of Microsoft Corporation in the United States, other countries, or both. IT Infrastructure Library is a registered trademark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. UNIX is a registered trademark of The Open Group in the United States and other countries. Java and all Java-based trademarks are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. Other company, product, or service names may be trademarks or service marks of others. Information is provided "AS IS" without warranty of any kind.

The customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer.

Information concerning non-IBM products was obtained from a supplier of these products, published announcement material, or other publicly available sources and does not constitute an endorsement of such products by IBM. Sources for non-IBM list prices and performance numbers are taken from publicly available information, including vendor announcements and vendor worldwide homepages. IBM has not tested these products and cannot confirm the accuracy of performance, capability, or any other claims related to non-IBM products. Questions on the capability of non-IBM products should be addressed to the supplier of those products.

All statements regarding IBM future direction and intent are subject to change or withdrawal without notice, and represent goals and objectives only.

Some information addresses anticipated future capabilities. Such information is not intended as a definitive statement of a commitment to specific levels of performance, function or delivery schedules with respect to any future products. Such commitments are only made in IBM product announcements. The information is presented here to communicate IBM's current investment and development activities as a good faith effort to help with our customers' future planning.

Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon considerations such as the amount of multiprogramming in the user's job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve throughput or performance improvements equivalent to the ratios stated here.

Prices are suggested U.S. list prices and are subject to change without notice. Starting price may not include a hard drive, operating system or other features. Contact your IBM representative or Business Partner for the most current pricing in your geography.

Photographs shown may be engineering prototypes. Changes may be incorporated in production models.

© IBM Corporation 1994-2009. All rights reserved.References in this document to IBM products or services do not imply that IBM intends to make them available in every country.

Trademarks of International Business Machines Corporation in the United States, other countries, or both can be found on the World Wide Web at http://www.ibm.com/legal/copytrade.shtml.


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pandian athirajan_pcty 2009 tsrm overview

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