Building a Foundation for Effective Service Delivery and · PDF fileBuilding a Foundation for Effective Service Delivery and Process Automation © 2008 IBM Corporation Service Management

© 2008 IBM Corporation

Service Management World Tour

Building a Foundation for Effective Service Delivery and Process AutomationBuilding a Foundation for Effective Service Delivery and Process Automation



Agenda

� IBM Service Management

� Customer Challenges

� Overview of Service Delivery and Process Automation Segment

� Solutions and case studies

– Service Request and Fulfillment

– Incident and Problem Management

– Asset, Change and Configuration Management

– Server and Application Provisioning and Release Management

� Why IBM?



Market Drivers: Businesses depend on service quality

Service quality critical for:

� Business Growth

� Competitive advantage

� Customer retention

� Risk mitigation and compliance

� Operational and capital expense reduction

Service quality impacted by:

� Change and complexity

� Rising operational costs

� Tougher compliance regulations

� Silos of information

� Lack of governance



IT Effectiveness is Decreasing – An Example

Up to 85% of problems are caused by IT changing something 85%85%

80%80%Up to 80% of problems are

reported by users

Customers become the IT Systems Test Team

IT Users:Systems Test!

Source: Tivoli Primary Research, 2005-2006



Source: BTM Institute, “Business Technology Convergence Index”, 2007.

78% of CEOs believe integrating business and technology is fundamental for innovation

“Leaders conduct fully data-driven decision-making enabled by consistent, coordinated, integrated use of automation .”

Organizations with extensive integration of business technology

grew faster than their peers

Source: IBM Global CEO Study 2006

Leaders Outperform in Revenue and Earnings

36% Leaders Earnings

12% Leaders Revenue

7% Industry Group Earnings

4% Industry Group Revenues

Revenue and Earnings Comparisons , 2002 - 2006

To maximize agility and efficiency, organizations must converge the management of business and technology



• Need Coordination of activities across operations

• Need Data Driven Decision Making

• Need fully integrated automation to eliminate errors

Managing IT is a team effort …more than one person is needed!

Adam is preparing a new version of

WebSphere

Adam is preparing a new version of

WebSphere

Joe is patching a server

Joe is patching a server

Anne is doing a configuration audit according to ITIL

Anne is doing a configuration audit according to ITIL

Laura is tracking down the owner of a

CRM server

Laura is tracking down the owner of a

CRM server

John is scheduling changes for his teamJohn is scheduling

changes for his team

Paul is updating the sales app database

Paul is updating the sales app database

Sally is assessing the impact of a change

Sally is assessing the impact of a change

Jeff is diagnosing the CRM app errors

Jeff is diagnosing the CRM app errors

Organizations need to Coordinate and Integrate Their Use of Automation



Operational domains and silosSpe

ctru

m o

f ope

ratio

nal p

roce

sses

��

Automate tasks within domains

Automate tasks across domains

Govern the way processes are

executed

Automate Business & IT interactions

But there are obstacles to success: Operational & Architectural complexity hinders agility & efficiency Process execution across silos increases costs and time at the expense of service quality



Unified SolutionsUnified Solutions

Common Data ModelCommon Data Model

Processes that Work

Together

Processes that Work

Together

No Rip and ReplaceNo Rip and Replace

Lower Cost of

Ownership

Lower Cost of

Ownership

Process

Automation

Service

Delivery

Process

Automation

Service

Delivery

Change Management

WorkManagement

Provisioning & Release Mgmt

Asset Management

Configuration Management

Service Request

MgmtIncident & Problem Mgmt

Knowledge Management

Obstacles can be overcome with IBM capabilities, provided in a consumable architecture and designed for automating servicedelivery processes



Service Request Management & FulfillmentService Request Management & Fulfillment

Automated service delivery end to end using a unifi ed architecture and workflow fully integrated with governance processes .Typical ROI: Cut service request costs by up to 50% .

Incident & Problem Management

Incident & Problem Management

Identify and Resolve incidents BEFORE they become a problem,

ensure Process Compliance,improve satisfaction

Typical ROI: Improve customer satisfaction and reduce problem

resolution time by half

Asset, Configuration & Change Mgt

Asset, Configuration & Change Mgt

Integrating IT assets and configuration items with

coordinated change management reduces service disruptions and

meets compliance goals.Typical ROI: Reduce disruptions by

25% or more

Server and Application Provisioning and Release Mgm tServer and Application Provisioning and Release Mgm tUse best practice processes to increase successful deployment rate through better

planning, management and reporting on release deplo yment. Typical ROI: Reduce release deployment time by 50% and improve accuracy and

auditability

Automate tasks within domains

Automate tasks across domains

Govern the way processes are

executed

Automate Business & IT interactions

Aut

omat

ion

Inte

grat

ion

Service Delivery and Process AutomationOptimize operational consistency and staff effectiveness



� Problem : Most user service requests not automated, reducing time to value and increasing costs.

� Solution : Automate service delivery end to end using a unified architecture and workflow fully integrated with governance processes

� ROI: Cut service request costs by up to 50%.

Service Request Management & FulfillmentService Request Management & FulfillmentMost user service requests not automated, reducing time to value and increasing costs.

Solution Benefit: Cut service request costs, and improve customer satisfaction

Incident and Problem ManagementIncident and Problem Management

Customers find problems before operations. High problem resolution times impact the

business Solution Benefit: Improve problem resolution

time and improve productivity

Asset, Change & Configuration Asset, Change & Configuration Mgt.Mgt.

Most disruptions caused by operations changing something. Visibility to assets and

application relationships plague improvement efforts.

Solution Benefit: Less business disruptions

Server and Application Provisioning and Release Mgm tServer and Application Provisioning and Release Mgm t

Testing, deploying, patching, and managing applications not done consistently, leading to mistakes and disruptions Solution Benefit: Reduce disruptions and improve service levels

Service Request Management & Fulfillment



Business Challenge:Inefficient Service definition and delivery• Multiple points of contact and processes for delivering IT services.• Escalating service delivery costs.• No visibility into service delivery status• Poor customer experience.

IBM Solution:Tivoli Service Request and Fulfillment• Provides a single point of contact for IT service definition and

delivery • Define and document process workflow • Integrate procurement, supply chain and billing• Manage to Service Levels• Automatically provision new services• Track, manage and measure improvements via key

performance indicators and Reporting

Business Benefits:Improved end to end service Delivery• Reduced labor costs • Improved customer satisfaction, overall efficiency, service delivery and

asset management• Realtime visibility of order status













Case Study – Large US Financial Company



Create and Gather

Incidents

Create and Gather

Incidents

Automated

Problem

Determination

Automated

Problem

Determination

Self ServiceSelf ServiceAutomated

Resolution

Automated

Resolution ConsolidatedOperations













Incident and Problem Management

� Problem: Up to 80% of problems are reported by end users. High Mean Time to Repair impacts the business and service quality

� Solution: Identify and Resolve incidents BEFORE they become a problem, maintain Process Compliance, and improve Customer Satisfaction by automating the user experience

� ROI: Improve customer satisfaction, reduce incident tickets by 22% and reduce incident resolution time by 10% or more.



� Quick solutions to common problems via Self-service Web access to all employees

� Reduced repair times and improved IT service� Staff has minimized downtime, � Can now plan ahead and budget; will help staff

efficiently meet and exceed SLAs .

“We became very good at fighting fires when, in fact, the problems shouldn’t have escalated to that point. We now have the tools to anticipate and address issues before they escalate and to plan for major projects. That is the kind of efficiency

the IBM platform will deliver.”

–Mike Schnoke, Project Manager, United Space Alliance

Eliminate disparate, siloed servicemanage-ment organization and tools. Customer needed early warning of problems before customer impact, in order to improve the customer experience.

Business Benefits

Solution

Business Challenge

IBM provided a platform to unify disparate IT systems and give staff a single real-time view of asset and service management













Case Study – United Space Alliance



� Problem : Lack of visibility and control over assets and their impact on the business

� Solution : Integrating IT assets and configuration items with coordinated change management reduces service disruptions and meets compliance goals.

� ROI:� Reduce disruptions by 25% or more� Certify compliance with internal

& regulatory requirements

Procure and Assign

Assets

Procure and Assign

Assets

Identify

Configuration Items

Identify

Configuration Items

Implement Change

Control

Implement Change

Control

Audit Assets and

their configurations

Audit Assets and

their configurations













Asset Lifecycle(Configuration Item Lifecycle)(Configuration Item Lifecycle)

PLAN ACQUIRE DEPLOY MANAGE RETIRE

Integrated Asset Lifecycle

Asset, Change and Configuration Management



� Projected 25% increase in staff productivity� Reduced costs� Improved decision making� 60% first-call resolution rate� better alignment of IT with business

requirements

“By providing a single platform for asset and service management, Tivoli software enables us finally to understand the true costs of our IT services and the impact of these costs on profitability.”

–Simon Znidar, Ph.D., Chief Information Officer, Merkur Group

Streamline service management processes to reduce operational costs while maintaining service quality

Business Benefits

Solution

Business Challenge

A unified platform that cost effectively manages the entire lifecycle of IT assets and strengthens service management













Case Study – Merkur Group



Problems: Unscheduled outages, redeployment of failed application roll-outs and poor customer satisfaction which all drive higher operational costs

ROI:

�Reduce release deployment time by 50%

�Improve accuracy, auditability and customer satisfaction

Solution: Use best practice processes aligned with ITIL and other frameworks to increase successful deployment rate through better planning, management and reporting on all aspects of release deployment.

Structured Release

Management Process

Structured Release

Management Process

Structured Application

Development and

Automated Version Control

Structured Application

Development and

Automated Version Control

Automated DeploymentAutomated Deployment

Ongoing Management,

Control, and Audit

Ongoing Management,

Control, and Audit













Server and Application Provisioning & Release Management



IBM Tivoli Process Automation engine

Process Artifacts

•Related to CIs and Assets

•Process Definitions

CIs

•Attributes

•Relationships

•Configuration Data

Assets

•Attributes

•Relationships

Service Request and Service Request and Fulfillment ManagementFulfillment Management

Server & Application Server & Application Provisioning & Provisioning & Release MgmtRelease Mgmt

Incident and Incident and Problem Problem

ManagementManagement

Asset, Change & Asset, Change & Configuration Configuration ManagementManagement

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

Unified SolutionA solution that represents the full

management of data, processes,

tooling and people

Unified SolutionA solution that represents the full

management of data, processes,

tooling and people

Common Data Model The core solutions share a common

data subsystem for simple data sharing

Common Data Model The core solutions share a common

data subsystem for simple data sharing

Processes Working TogetherThe core solutions share a process

workflow automation engine

Processes Working TogetherThe core solutions share a process

workflow automation engine

No Rip and ReplaceLeverage existing investments in IBM

and 3rd party IT management tools

No Rip and ReplaceLeverage existing investments in IBM

and 3rd party IT management tools

Lower Cost of OwnershipLower infrastructure and training costs,

simple upgrade model

Lower Cost of OwnershipLower infrastructure and training costs,

simple upgrade model

Our solutions are delivered via an integrated approach that provides faster time to value, grows easily with your needs, andpreserves your investments



Integrated Service Management Scenario: Automating Problem Detection and Resolution

Change and Configuration Mgmt Database

(With Application Dependency Mapping)

Incident & Problem Change & Release

MonitoringMonitoring ProvisioningProvisioning

Servers Network Storage

Physical and Virtual Resources

Scenario

�Monitoring detects a problem.

�Event management filters redundant events and creates an incident ticket when needed.

� Incident Analyst uses ITM / TEP to see how infrastructure resources are running.

� If problem detected require provisioning action (e.g. patch distribution, new resource allocation, virtual server expansion), Change Request is kicked off

�Release Deployment Management invokes provisioning tools to take automated action, & reports back completion status to CCMDB.

1

2

1

2

3

4

5

3 4

5



Graphical Workflow Designer Example



IT Service Management KPIs Example



Control: Manage your Business

Automation: Improve your Business

Visibility: See your Business

IBM Service Management

Service Management Platform

Best Practices, Methodologies & Services

Enabling Innovation with IBM Service Management



IBM’s Comprehensive Approach to ITIL

� Education and Planning� Self-directed and consultative tools and

assessments

� Solutions:� IBM Service Management Software supports

the Service Management Lifecycle, simplifying the transition from ITIL V2 to V3

� Implementation and Services� Over 3000 ITIL certified professionals

worldwide providing strategy, planning, and implementation services

� IBM Process Accelerators� Custom implementation services available



�Free -- online

�30-minute assessment identifies priorities in your organization

�Free - downloadable

�Read-only tool providing actionable, navigable best practices aligned with ITIL v3, eTOM and other frameworks

� IBM product

�Allows customization of ITUP content to document operational model

ITUPITSM Assessment ITUP Composer

ITUP Family of Tools

http://www-306.ibm.com/software/tivoli/governance/s ervicemanagement/itup/tool.html

IBM Tivoli Unified Process (ITUP): Best-Practices to Speed Adoption and Implementation of Service Management



We continue to add to our implementation services portfolio

• Orchestration and Provisioning• Application Dependency and

Discovery • Service Desk�Change and Configuration �Asset Management for IT�Event Management and Monitoring�Automated Test Facility

NEW

Our suite of Tivoli Accelerators complements our overall implementation capabilities



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

The platform combines asset management and service management inone 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?



Maximize asset utilization, reduce cost, mitigate risk, exploit asset convergence

Asset, Change & Configuration Mgt

Service Request and Fulfillment

Automate end user requests into IT Start

Here!

Server & Application Provisioning

Release Mgmt

Adds Automated Deployment of Service Requests

Incident and Problem Mgmt

Adds self-help to LOB for reduced costs and call volume

Adds Awareness, Change and Cost Control of Deployment


Discovery and App. Mapping to understand environment


Release Mgmt

Adds Automated Changes to Configurations


Adds proactive awareness of incidents due to changes


Adds automation of service deployment reducing errors


Identify and Resolve incidents BEFORE they become a problemStart

Here!


Add Control and Discovery, reducing errors due to changes


Release Mgmt

Adds Automated Changes to Configurations further reducing errors


Adds automation of service deployment reducing errors

StartHere!

Getting started based on immediate needs



Customer and Analyst Accolades

“EMA feels that IBM has an outstanding service management strategy and portfolio to enable improved collaboration and organizational automation by linking the CMDB with best practice workflows.”

“ EMAEMA feels that IBM has an outstanding service management strategy and portfolio to enable improved collaboration and organizational automation by linking the CMDB with best practice workflows.”

“By unifying the management of all our IT and operational assets using IBM solutions, we can maintain an industry leadership position and improve quality of service for travelers. IBM asset management software has also helped us realize a higher percentage of recoverable fees and directly improve revenue as a result.”

— Doug Wardle, Enterprise Resource Planning Systems Consultant

McCarran International Airport

“By unifying the management of all our IT and operational assets using IBM solutions, we can maintain an industry leadership position and improve quality of service for travelers. IBM asset management software has also helped us realize a higher percentage of recoverable fees and directly improve revenue as a result.”

— Doug Wardle, Enterprise Resource Planning Systems Consultant

McCarran International Airport

IBM is recognized by Forrester

Leader in Service Desk Market Wave

Leader in Data Center Automation Wave

IBM is recognized by ForresterForrester

Leader in Service Desk Market Wave

Leader in Data Center Automation Wave

Market Share Leader

#1 in Configuration Management –Gartner

#1 in Server Provisioning – IDC

Market Share Leader

#1 in Configuration Management –GartnerGartner

#1 in Server Provisioning – IDCIDC



Thank youThank you

Documents

Building a Foundation for Effective Service Delivery and · PDF fileBuilding a Foundation for Effective Service Delivery and Process Automation © 2008 IBM Corporation Service Management