SDM Case Studies

IBM Client Success Stories

Optimizing the World’s Infrastructure: Service Delivery & Management Case Studies


Capitalizing on the opportunities of a smarter planet means removing barriers to innovation and creating a business without limits. That’s why today’s leaders are deploying innovative strategies that leverage technology to improve the economics of business infrastructures and speed the delivery of innovative product and services, including, optimizing with cloud, extending with mobile, enabling smarter infrastructures, and protecting and managing data.

In an increasingly fast-moving world, it can be a challenge knowing where your business infrastructure begins and ends, and how to best leverage that infrastructure to achieve desired business outcomes.

IBM has helped thousands of clients overcome these challenges and achieve desired business outcomes through an integrated approach to business service delivery and management that provides:

In this book, you will find a collection of case studies broken into four areas detailing how organizations like yours gain the visibility, control and automation needed to:

• Realizethetransformativepowerofcloud and accelerate time to market by optimizing IT infrastructure.

• Improvereachtoconsumers,mobileandendpoints and deliver higher value, through a more personalized client experience.

• Transitiontosmarter,flexiblephysicalinfrastructures and provide new business insights via new digital instrumentation and analytics.

• Protectandmanagethevastgrowthindata and to minimize the risks of an open and interconnected planet.

We hope you find this book valuable on your quest to achieve a business without limits.

Optimizing the World’s Infrastructure

VISIBILITY To see and understand

your business in real time

CONTROL To transform and adapt

while limiting risk and cost

AUTOMATION To achieve greater

efficiency and agility

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Every day, organizations are spending more and more on maintaining IT infrastructures, while at the same time seeing application deployment times and image sprawl increase. To address these challenges, organization are standardizing, automating, and optimizing service delivery with cloud computing to stay competitive in today’s dynamic and volatile marketplace.

IBM and its extensive ecosystem of Cloud and IT Optimization solutions can help organizations by delivering proven ROI through common adoption patterns, including development and implementation of the right cloud strategy; cutting IT expense and complexity through a cloud-enabled data center (IaaS); accelerating time to market with cloud platform services (PaaS); and gaining immediate access with business solutions on cloud (SaaS). Plus IBM allows organizations to capitalize on cloud as private, public or managed services.


Private Cloud

Citigroup 30Citigroup transforms application development with an IBM cloud solution

North American government agency ibm.comA North American government agency saves more than $400,000 annually with a cloud

University of Bari 34The University of Barifosters innovation in the cloud

Virtualization Management

Ricoh Americas Corporation 10Scalable, cost-efficient, virtualized storage with IBM storage solutions

Technische Universität München 14Technische Universität München boosts data center efficiency with advanced IBM Tivoli Monitoring

Cloud Service Provider

VNTT 38VNTT creates climate of business innovation withIBM cloud solution

Dutch Cloud BV 42Delivers highly available, cost-efficient cloud services

Public Cloud

Roland-Garros 48Smarter computing from IBM helps turn the simple action of hitting a ball over a net into an event that captivates millions of people worldwide

Cloud & IT Optimization

Business Service Management and IT Service Management

A large US city 54Delivering uninterrupted services to citizens

Central Depository Company of Pakistan Limited 60CDC improves servicelevel agreement levelsby 98 percent

Great River Energy 66Improving service management

BPCL 68Consolidating and streamlining IT servicesacross geographies

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Monitoring & Performance

Central Depository Company of Pakistan Limited 74CDC resolves IT issues ninefold faster

Provisioning & Orchestration

IBM CIO Innovation Initiatives ibm.comIBM clears space for new applications using cloud computing

Zucchetti Group 80Zucchetti Group dramatically improves its customer service

Network Management

Large retail electronic payments processor 84Retail payments processor to make network 100 percent available

Consip 88Simplifying administration with IBMIntegratedService Management

Cloud & IT Optimization (continued)

Security Management

BlueCross BlueShield of North Carolina 94Saving 5,000 hours of staff time by automating security processes

Austin Energy 96Taking a multifaceted approach to better energy management

DevOps

Swiss Re 98IBMService Management helps Swiss ReIT make ITIL best practices actionable

Workload Scheduling & System Automation

VocaLink 104VocaLink builds a high-performance platform for Faster Payments

Bilbao Bizkaia Kutxa 108Bilbao Bizkaia Kutxa manages a major acquisition

“We chose IBM as our trusted partner for delivering commercial cloud services, based on its comprehensive portfolio and proven track record in other client engagements.” — Nguyen Minh Tan, CEO, Vietnam Technology and Telecommunication

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Mobile devices are everywhere providing new opportunities to connect with clients in entirely new ways. They are also facilitating greater productivity for employees with “bring your own device” policies, and remote access to business data. But this explosion in mobile devices, and endpoints can lead to higher risk and cost if not governed properly. Organizations must be able to manage and secure all endpoints, across mobile devices, and deployed workstations, laptops and servers, in a manner that is consistent and compliant with corporate and regulatory mandates.

IBM solutions for endpoint management allow you to manage your mobile devices as easily and seamlessly as you manage other traditional devices in a single end-to-end solution, scaling to accommodate the needs of the world’s largest organizations without requiring separate tools, dozens of management servers, and months to years of customization and deployment services.


“The real-time visibility, control, scalability and extensibility of Tivoli Endpoint Manager provides significant differentiators in delivering our endpoint management solution.” —Chuck Brown, Director, Product Management, Fiberlink

Mobile & Endpoint Lifecycle Management

Penn State 113Power-savings initiative expected to deliver $800,000 annual savings

Fiberlink 119Achieves 25 percent annual growth rate with cloud-based endpoint management solution

Mobile & Endpoint Security

Christian Hospital Centre 121Christian Hospital Centre stays ahead of today´s and tomorrow´s threats

SunTrust Banks 125Improving productivity, reducing vulnerability windows

Mobile Network Management

Aircell 131Aircell delivers reliable in-flight Internet access

Mobility

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Today’s physical assets and facilities are becoming increasingly intelligent with embedded software, chips and sensors, enabling organizations to gain new insights on their performance, reliability and costs. But these smarter physical infrastructures also require enhanced lifecycle management to ensure embedded systems and software remain current, optimally configured, secure, and interconnected to support effective service delivery.

Only IBM can help organizations instrument, secure, maintain and optimize the performance of smarter infrastructures organizations depend on to meet business objectives. By improving visibility and control across converging operating assets and information technology, and by extending the degree of automation across the business, we can help you streamline your service delivery processes and impact your bottom line.


“The use of IBM Maximo Asset Management software is helping us achieve our mission of generating clean renewable energy and a sustainable future for our client communities.” — Steve Toth Jr., CMRP, Vice President, Maintenance/Asset Reliability, Covanta Energy

Smarter Physical Infrastructure

Enterprise Asset Management

Major European Telecommunications Company ibm.comMajor Telecom saves 10 million EUR with IBM Maximo Mobile Work Manager

ABB Service Ludvika 138ABB Service Ludvika moves to a proactive maintenance model

Facilities Management

Brookhaven National Laboratory 142Brookhaven National Lab raises productivity using IBM solution

Covanta Energy 148Covanta offers new approach to address world’s energy needs

Smarter Buildings

IBM Rochester, MN 154IBM Rochester, MN implements solution for Smarter Buildings

Smarter Cities

City of Dubuque, Iowa 162Increases water leak detection and encourages water conservation by providing deep insight into water consumption trends

Smarter Utilities

Abu Dhabi Water and Electricity Authority 164Reduces annual maintenance plan by about 40 percent

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“Trying to manage 3,000 kilometers of track is a particularly daunting task. But, by leveraging our new IBM solution, we’re able to see our entire infrastructure clearly and respond to problems before they can affect our operations.” — Martin Schaeren, Head of BU Service Management, Swiss Federal Railways (SBB)

Smarter Telecom

ZON Multimedia 166Achieving a 98 percent reduction in network events forimproved customer service

Smarter Transportation

Amsterdam Airport Schiphol 168Smarter baggage handling helps passenger volume take off

Smarter Rails

Schweizerische Bundesbahnen (SBB) 173Leverages rail system and network transparency to keep trains on schedule

Smarter Physical Infrastructure (continued)

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Data Protection & Storage

Höganäs 176Höganäs reduces its backup window by more than 95 percent

Digital Medics GmbH 180Digital Medics GmbH answers the demands of its distributed medical imaging solution with IBM technology

A Large European Telecommunications Company 184Reducing energy costs by 25 - 50 percent

PEER 1 Hosting 188Grows backup storage service by 800 percent with IBM data protection solution

The Danone Group 190Danone standardises on IBM storage for the UK and Ireland

Every day, we create 2.5 quintillion bytes of data — so much that 90% of world’s data has been created in the last two years. Organizations are facing an explosion of data from everywhere, including sensors like smart meters and valves, records of client transactions on mobile devices, and GPS tracking information for packages and delivery vehicles. This information is vital for decision making and differentiation, however, it can easily be deleted, stolen or simply misplaced among volumes of useless or redundant data.

IBM offers a comprehensive, flexible portfolio of data protection and storage solutions that help organizations understand, classify, protect, and retain data across the enterprise, whether in systems within data centers, in remote endpoints at branch offices, or in deployed desktops and laptop computers. IBM has helped thousands of clients create a more responsive and resilient storage infrastructure for their businesses.


“If we had not implemented Tivoli Storage Manager, I’d estimate we would have needed two to three times more people to support our current clients.” —Tim Varma, Vice President, Product Development, PEER 1 Hosting


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Cloud & IT Optimization

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IBM Systems and TechnologyCase Study

Electronics

Ricoh Americas CorporationScalable, cost-efficient, virtualized storage with IBM storage solutions

OverviewThe needRicoh Americas Corporation needed to refresh their storage environment to accommodate growing storage needs and increasing backup requirements—without interrupting availability or breaking the bank.

The solutionRicoh partnered with IBM to deploy IBM storage solutions, including IBM System Storage® SAN Volume Controller, in their infrastructure to sim-plify storage management and increase efficiency.

The benefitThe IBM virtualized storage solution provides efficient, cost-effective storage for the data center, enabling better man-agement of the storage environment and a reduced hardware footprint.

Ricoh Americas Corporation, headquartered in West Caldwell, New Jersey, is a subsidiary of Ricoh Company, Ltd., a 75-year-old leading pro-vider of advanced office technology and innovative document imaging products, services and software.

Ricoh’s fully integrated hardware and customizable services and software help businesses share information efficiently and effectively by enabling them to control the input, management and output of documents. Ricoh Americas Corporation, directly or through its network of authorized dealers, markets and distributes products in North, Central and South America.

Explosive growth creates host of challengesOver time, Ricoh’s IT department saw its data storage needed growing by 20 percent annually due to expanding customer data archiving require-ments and data center consolidation. And like many other companies dealing with the complexity of a globally-distributed environment, the company needed to cost-effectively and efficiently integrate and upgrade their storage environment.

“As we continue to see data growth year over year, it provides challenges for us relative to backing up the environment in the timeframe we need,” says David Levine, Vice President of Technology Infrastructure and End User Services for Ricoh. “It also increases the strain on our resources by way of equipment and recovery time.”

Marty Everett, Ricoh’s Director of Architecture and Solutions Design, explains, “The amount of storage we have and the number of customers we serve have all grown in size. The scope of our applications has wid-ened and varied. The amount of responsibility that we have for things

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Case Study ElectronicsIBM Systems and Technology

“IBM SAN Volume Controller allows us to manage our storage environment and do significant work in the storage space without interrupting or impacting our customers.”

—David Levine, Vice President of Technology Infrastructure and End User Services, Ricoh Americas Corporation

corporate-wide and even internationally has expanded over time.” In fact, Everett says the amount of storage Ricoh manages has jumped from 500 terabytes to almost two petabytes of physical storage, plus 1.2 petabytes of virtual storage.

This increase in storage was impacting the business in many ways, includ-ing costs related to storage management that ranged from staffing to addressing tape backup requirements. “It’s really critical that we keep the infrastructure up and running, efficiently and effectively, so that it is available to our end users,” says Levine. He adds that this goal must be accomplished without negatively impacting end users in other ways.

Addressing storage needs with IBM solutionsStorage virtualization solutions from IBM enabled Ricoh to help address their challenges, meet storage goals and stay within budget. Ricoh leveraged IBM’s virtual tape technology as well as virtual storage technology in their IT environment—and found the two complemented each other very well.

Ricoh implemented IBM XIV® Storage System, IBM System Storage® TS7650G ProtecTIER® Deduplication Gateway and IBM System Storage SAN Volume Controller with very little downtime or impact to their user base. Their storage environment is now 85 percent virtualized.

“Storage virtualization has been key to providing efficient and cost- effective storage solutions for our data center,” says Everett. “We have maintained a lower price point and effectively managed the explosive storage environment within our data center.”

“IBM SAN Volume Controller allows us to manage our storage environ-ment and do significant work in the storage space without interrupting or impacting our customers,” says Levine. It also enables Ricoh to seamlessly migrate storage as necessary. “If we see performance issues, we can move disk on the fly during the day, during production hours, without our end users even being aware that their applications are migrating,” explains Levine. This also allows them to perform clean refreshes by moving data between subsystems. The company has also implemented multi-tiering in their disk environment. IBM System Storage Easy Tier® enables them to move applications and storage areas to the appropriate tiering levels with no impact to end users.

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Case Study ElectronicsIBM Systems and Technology

Solution componentsHardware• IBM System Storage® DS8000® series• IBM System Storage TS7650G

ProtecTIER® Deduplication Gateway• IBM XIV® Storage System

Software• IBM System Storage Easy Tier®• IBM System Storage SAN Volume

Controller• IBM Global Mirror• IBM Tivoli® Storage Productivity

Center• IBM Tivoli Storage FlashCopy®

Manager

“Storage virtualization has been key to providing efficient and cost-effective storage solutions for our data center.”

—Marty Everett, Directory of Architecture and Solutions Design, Ricoh Americas Corporation

Winning the storage game with virtualizationAccording to Levine, virtualizing Ricoh’s storage environment has been a game changer for the company. They’ve drastically lowered storage costs by consolidating their hosts, enabling them to manage more storage with less staff. And as for their sustainability and energy concerns, because Ricoh now has fewer storage devices, they ultimately consume less power.

The IBM solution also minimizes downtime. “We no longer need large outages to move data or perform refreshes,” adds Levine.

The company’s storage infrastructure includes a variety of other IBM solutions, including an IBM XIV Storage System and an IBM System Storage DS8000® series. Levine says this variety enables them to fit the right kind of disk profile with the right kind of application. The IBM SAN Volume Controller sits on top of all disk arrays, which makes a large number of storage units look like a single storage infrastructure.

Everett explains, “This single user interface allows us to view the perfor-mance and interaction of the systems with the storage, so we can proac-tively recognize problems before they occur and move storage around, if necessary. It enables us to recognize performance peaks and properly provision storage so that peaks are no longer an issue.”

Navigating future growth—with IBM“Having streamlined tools and solutions really enables us to manage the disk systems and subsystems to optimize storage capacity and performance—it really helps us control growth,” says Levine. “By having efficient storage systems and solutions, we can provide the best perfor-mance to our customers and end users. “

On the software side, Ricoh’s use of IBM solutions includes the IBM Tivoli® Storage Productivity Center software suite to help manage the environment, IBM Tivoli Storage FlashCopy® Manager to provide fast application-aware backups and restores using advanced snapshot tech-nologies, and IBM Global Mirror to make test copies in development environments.

“We are a big IBM shop here at Ricoh,” says Levine. “We truly view IBM as a partner—and IBM has been an outstanding partner for us over the years.”

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Please Recycle

For more informationContact your IBM representative or IBM Business Partner, or visit us at: ibm.com/storage

For more information about Ricoh Americas Corporation, visit: www.ricoh-usa.com

Additionally, IBM Global Financing can help you acquire the IT solu-tions that your business needs in the most cost-effective and strategic way possible. We’ll partner with credit-qualified clients to customize an IT financing solution to suit your business goals, enable effective cash management, and improve your total cost of ownership. IBM Global Financing is your smartest choice to fund critical IT investments and pro-pel your business forward. For more information, visit: ibm.com/financing

© Copyright IBM Corporation 2012

IBM Systems and Technology Group Route 100 Somers, New York 10589 U.S.A.

Produced in the United States of America March 2012

IBM, the IBM logo, ibm.com, DS8000, Easy Tier, FlashCopy,ProtecTIER, System Storage, Tivoli, and XIV are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml

This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates.

The client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.

Actual available storage capacity may be reported for both uncompressed and compressed data and will vary and may be less than stated.

TSC03149-USEN-00

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IBM SAP International Competence Center

Technische Universität München boosts data center efficiency with advanced IBM Tivoli Monitoring

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“ IBM Tivoli Monitoring was our first choice, because it supports our complete cloud-ready hardware and software stack out of the box and allows us to provide the same data to all relevant people, tailored to their individual needs. Additionally, the user-friendly and consistent interface was also a big advantage of this solution over the alternatives we discussed.”

Dr. Holger Wittges

SAP UCC Executive Director

TU München

“We expect a significantly improved system monitoring environment as a result of this cooperation with IBM. We want to replace a number of isolated solutions with a comprehensive monitoring infrastructure. With a complete stack of IBM hardware and software, we are confident that the implementation of IBM Tivoli Monitoring will boost the availability and reliability of our SAP hosting services.”

Professor Helmut Krcmar

SAP UCC Academic Director

TU München

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Technische Universität München boosts data center efficiency with IBM Tivoli Monitoring

Customer Objectives

• Reduce complexity, cut costs, improve monitoring

performance, increase service availability.

• Detect system failures before customers notice them.

• Extend monitoring to more systems and components

including hardware and operating systems for complete

end-to-end monitoring to improve system availability

and service levels.

• Standardize operations by using a single monitoring

platform with an easy-to-use graphical interface.

• Reduce complexity by replacing multiple solutions such

as custom-developed scripts and hard-coded reports

that are hard to interpret.

• Deploy a user-friendly, integrated solution to provide

monitoring data for its cloud-ready infrastructure to

administrators and to support staff, and managers.

Customer Benefits

• Potential system failures can be identified, prevented

and rectified before impacting customer service.

• System notices and alerts issued directly to IT staff to

take action on the most severe problems.

• Integration of Tivoli agents into automated Cloud LPAR

provisioning routine reduces time needed to deploy

monitoring agents on new systems from two hours to one

minute.

• Increases efficiency for system administrators by

providing tools such as central execution of mass

operations right from the systems management and

monitoring interface.

• Enables TU München to operate its large and complex

cloud-ready SAP infrastructure with a small team.

• Offers access to monitoring data for administrators,

support staff and managers from a single, integrated

and easy-to-use interface, improving the performance of

the support team substantially.

• Will provide new insights into system utilization and data

center infrastructure with data warehouse technology

and business analytics approaches.

• Capability to automate standard reactions to recurring

problems with advanced scripting features and help to

reduce the workload for the IT team.

IBM Solution

• IBM AIX® 6.1

• IBM Systems Director

• IBM DB2®

• IBM Tivoli Monitoring

• IBM Tivoli Composite Application Manager

• IBM Tivoli® Storage Manager

• IBM Tivoli Performance Analyzer

• IBM Cognos Business Intelligence

• IBM Tivoli Service Automation Manager

• IBM Power® 750

• IBM XIV® Storage System

About this paper

This paper describes how Technische Universität München (TU München) deployed a monitoring infrastructure to improve its

data center operations for its cloud-ready SAP hosting services. TU München provides over 100 SAP instances for use in

courses and training each term to over 160 higher education institutes. Using IBM Tivoli Monitoring, TU München ensures high

service levels, enables its support team to provide more accurate and faster feedback to customers, and helps system

administrators with management and automation tools to improve their efficiency.

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Initial IT environment

Before the implementation of IBM Tivoli Monitoring, TU München

used SAP Solution Manager to monitor its SAP systems. SAP

Solution Manager provides functionality that covers solution

deployment, operation, and continuous improvement. This

centralized, robust application management and administration

solution combines tools, content, and direct access to SAP to

increase system reliability.

While the SAP Solution Manager is appropriate for monitoring

SAP applications, the team could not monitor the entire

underlying hardware and system software solutions end-to-end.

To complement the SAP application monitoring, TU München’s

IT team developed some reports to cover additional aspects

such as database backups and selected hardware components

with its monitoring. The extra reports were cluttered and not

accessible from a shared portal. The only way to find and access

the reports was by knowing the usually undocumented locations

of the reports on internal web servers. Moreover, the reports

were difficult to decipher, as they contained no detailed error

reporting beyond the simple plain numbers. To benefit from the

report at all, substantial background knowledge was needed to

interpret the reported information correctly.

With more scripting, the in-house solution could have been

extended to cover more monitoring aspects. This alone would

not address the ‘findability,’ usability and information content of

the reports. The TU München IT team chose to replace the

existing solution, and looked for an easy-to-use, well-

documented and easily extensible standard solution.

About TU München

Technische Universität München (TU München) is one of the

leading technical universities in Europe, focusing on engineering

sciences, natural sciences, life sciences, medicine and

economics. The university employs around 7,500 academic and

non-academic staff, and is attended by more than 26,000

students.

TU München is member of the global SAP University Alliances

Program – a global initiative covering more than 1,100

universities and educational institutions in more than 60

countries, helping to introduce students to modern software

applications headed by Elena Maria Ordóñez del Campo, Senior

Vice President, SAP AG. As one of two SAP University

Competence Centers (UCC) in Europe, TU München provides

educational services, hosting, backup and recovery services for

over 100 SAP instances, somewhat comparable in character

and size to real-world production systems, used by over 160

affiliated institutions of higher education.

To support the university, SAP donates the latest software

releases such as SAP Business Suite 7, SAP BusinessObjects

solutions and SAP NetWeaver technology and components and

organizes free training courses. TU München maintains close

relationships with the International SAP IBM Competence Center

in Walldorf and the IBM Solution Sales for SAP team within IBM

Germany, which both provide support for TU München.

IBM supports TU München’s SAP projects by providing the IT

infrastructure, based on the IBM Power Systems (POWER7)

platform and XIV storage, including operating systems,

database and virtualization technology, managed with the IBM

Tivoli suite of applications. IBM offers intensive knowledge

transfer and ongoing support through the regular presence of

highly-qualified IT architects and IT specialists on site.

Based on this support, TU München provides the SAP systems

supporting its education courses and research projects at

relatively low costs, on an ultra-modern systems landscape.

Background, starting point and objectives

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Business challenges and project objectives

The SAP UCC at TU München hosts more than 100 SAP systems

running in virtual environments on a cloud-ready infrastructure

based on IBM Power systems servers, powered by IBM DB2

databases. To increase the reliability of its hosting services,

TU München wanted to improve its monitoring solution, to help

ensure that it could provide the best service levels to its

customers.

In the past, some SAP system outages were detected and

reported by customers before the IT team was aware of an issue.

The TU München IT team wanted to get back into the driving

seat, so to speak, by introducing comprehensive and integrated

monitoring that would help to identify, rectify and prevent

outages. Any new solution would also replace custom-

developed reports, standardizing the monitoring system and

making it easier to maintain and extend.

The legacy solution covered relatively few aspects of the overall

IT environment, as it lacked sophisticated support for monitoring

server hardware components, could not monitor devices such

as routers, and was unable to include software components

such as database systems. It presented a complex user

interface that was difficult for infrequent users to remember and

understand, which restricted the number of people who could

access and exploit the reports.

“We expect a significantly improved system monitoring

environment as a result of this cooperation with IBM,” says

Professor Helmut Krcmar, SAP UCC Academic Director. “We

want to replace a number of isolated solutions with a

comprehensive monitoring infrastructure. With a complete stack

of IBM hardware and software, we are confident that the

implementation of IBM Tivoli Monitoring will boost the availability

and reliability of our SAP hosting services.”

The main objective for TU München was to establish a central,

comprehensive monitoring solution to ensure reliable SAP

operations for its customers. This would address the

shortcomings of the legacy solution by including both the

hardware and the software stack. The institution wanted to

monitor more than one hundred LPARs, most of them running

SAP systems, and some providing infrastructure services to the

other systems. The selected monitoring solution should be able

to support yearly growth of 20 percent in the number of LPARs.

Additionally, it should also include every component contained

in TU München’s cloud-ready infrastructure, from networking

equipment, routers, server hardware, virtualization layers, to the

operating system, database management systems and SAP

applications. The objective was that all of these would be

continuously and automatically monitored.

Additionally, the TU München team wanted to take into account

the needs of the four main user groups, who have different needs

in terms of access to status reports and advanced analytics

tools, based on the monitoring data. First, there are the system

administrators, who need to work with monitoring data on a daily

basis. Second, support staff should also be able to check

system status information and drill-down into issues to provide

reliable information to people reporting problems. Third,

managers should be able to discover information about their

team’s systems. Fourth, selected status and performance data

should be made available to customers.

As TU München is an educational institution, another objective

was to implement a solution that is widely used in the commercial

world, so that experience gained on the system would be

beneficial to team members such as scientific staff and student

assistants in future.

Finally, TU München wanted to introduce a solution that supports

new SAP applications quickly, without the need to develop one-

off adapters and clients. This required choosing a solution with

comprehensive vendor support, and one which has an ongoing,

active development strategy, able to take advantage of future

technological improvements.

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Selecting IBM Tivoli Monitoring

The TU München team considered three alternatives, and

decided to implement IBM Tivoli Monitoring, because it offered

the best match with the institution’s complex requirements and

provided the best range of features.

The principal reasons for selecting Tivoli Monitoring were the

seamless integration with the cloud-ready IT landscape, based

on IBM hardware and software, and the advanced integration

capabilities with other systems. The Tivoli package includes a

huge number of pre-built device adapters, and the flexible

system architecture enables new adapters and components to

be added rapidly and easily.

Dr. Holger Wittges, UCC Executive Director at TU München,

“IBM Tivoli Monitoring was our first choice, because it supports

our complete cloud-ready hardware and software stack out of

the box and allows us to provide the same data to all relevant

people, tailored to their individual needs. Additionally, the user-

friendly and consistent interface was also a big advantage of this

solution over the alternatives we discussed.”

Technical implementation and architecture

To allow universities and other educational institutions to teach

students concepts and approaches of modern business

applications, TU München provides a complete range of SAP

solutions to its customers. The solutions include SAP Business

Suite 7, SAP NetWeaver Business Warehouse 7, and SAP

BusinessObjects applications.

TU München operates a fully cloud-enabled infrastructure

based on the IBM Power Systems platform, which automates

many administration tasks and greatly accelerates preparation

for the new semester.

Working with IBM, TU München implemented IBM Tivoli

Monitoring in a four-tier architecture that is capable of managing

and monitoring this virtualized hardware and software

landscape:

• Monitoring agents collect raw data from different hardware

platforms, database systems and applications.

• Tivoli Monitoring servers handle data management tasks and

control the agents.

• Portal servers provide access to user-friendly visual

presentations of the data.

• IBM Tivoli Enterprise Portal clients.

IBM installed and configured the core components within six

days, and the entire implementation was completed in less than

one month. After the initial setup, TU München staff spent five

days on defining alerts and notification options. Subsequently,

supported by IBM, the team worked on automating the

deployment of the solution and scripts to generate customized

standard views. After this work was completed, IBM trained the

TU München team and answered questions that emerged during

the implementation. Finally, after a test phase, TU München

rolled out all the clients and the new monitoring solution was

deployed.

The team installed IBM Tivoli Monitoring 6.2 on three LPARs

running the AIX 6.1 operating system. The LPARs are set up on

an IBM Power 750 server, which is connected to an IBM XIV

Storage System. The monitoring landscape is configured and

controlled centrally, and TU München and IBM set up one Tivoli

Enterprise Monitoring Server as the “master.” This master server

connects to multiple remote monitoring servers, which collect

data from the LPARs, underlying hardware systems and

networking equipment. The master server receives and

processes the data, and forwards it to an IBM Tivoli Data

Warehouse.

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An IBM Tivoli Enterprise Portal server is directly connected to the

master server, providing centralized access to up-to-date

monitoring data and system status information via Java-based

and browser-based graphical user interfaces.

For advanced analysis, an IBM Cognos Business Intelligence

server will be connected to the IBM Tivoli Data Warehouse. To

provide access to the data with a consistent look and feel, the

Cognos Business Intelligence server will be connected to an

IBM Tivoli Integrated Portal Server that will deliver sophisticated

reports through a modern web interface.

This advanced system architecture, which features load

balancing for the remote monitoring servers, enables TU

München to monitor its large SAP landscape easily.

TU München needs to make sure that resource assignment and

allocation for over 160 customers are operational. IBM Tivoli

Monitoring supports TU München in that task by collecting data

points from more than 800 agents deployed across the cloud-

ready SAP environment.

This environment is constantly growing in size and complexity.

The agents include features to monitor SAP systems, IBM DB2

database management systems, AIX operating system

functions, UNIX log files, IBM Virtual I/O Server instances, IBM

PowerVM virtualization, IBM Hypervisor, IBM Hardware

Management Console equipment and also the core of the

POWER7 servers, the IBM Central Electronics Complex (CEC)

modules.

Productive

Installed

Tivoli EnterprisePortal Server

Tivoli EnterpriseMonitoring Server


Tivoli EnterpriseMonitoring Server LPARs

LPARsTivoli EnterprisePortal Clients

Tivoli DataWarehouse

Tivoli IntegratedPortal Server

Cognos Server

Tivoli IntegratedPortal Clients

Figure 1: Monitoring architecture at TU München.

20

To roll out new systems quickly, TU München automated the

deployment of the agents monitoring IBM AIX operating system

functionality, IBM DB2 functionality, and the SAP applications.

These agents are now integrated into the general automated

LPAR provisioning solution at the SAP UCC.

For the monitoring agents, the team discussed, developed and

tested configurations, aimed at reducing the total amount of

monitoring data and allowing TU München’s system

administration staff to monitor the large amount of systems and

components as efficient as possible. For each agent, the team

used predefined alerts and configured additional individual

alerts, to make sure that failures will be prompted and reported

quickly. This helps to ensure that the operations team is able to

resolve issues before customers notice any problems with their

applications.

Alerts are displayed in the Tivoli management interface, and can

also trigger emails and text messages, and further channels can

be used to notify support staff as needed. Furthermore, alerts

can trigger the execution of scripts, to automate more complex

notifications and actions. At TU München, most alerts simply

pop up as notifications in the management interface. The most

important alerts also trigger emails. TU München staff members

carry up-to-date smart phones, which allow them to receive

email alerts instantly, regardless of the time of day.

After examining the comprehensive capabilities of the

monitoring solution, the team decided to select the indicators

most important to TU München. The team installed and

configured agents and alerts to monitor all aspects of the SAP

environment.

IBM Power 750 Hardware

Hypervisor

LPAR

SAP system

IBM DB2

IBM AIX

LPAR

SAP system

IBM DB2

IBM AIX…Agents: Unix OS, Premium AIX, Unix Logs Alerts: File system size, size and existence of specific files or folders, existence of processes

Agent: DB2 Alerts: Last backup, instance and database status

Agent: SAP Alerts: Instance availability, system configuration

Agents: HMC, CEC Alerts: Available memory, Available CPUs

Agents: HMC, CEC Alerts: Physical server state

Figure 2: Overview of systems monitored, illustrated with an IBM Power 750 server.

21

At the hardware level, IBM Hardware Management Console and

IBM Central Electronics Complex agents monitor the physical

state of the server to detect hardware failures as early as

possible. At the hypervisor level, the IBM Tivoli Monitoring

solution uses IBM Hardware Management Console and IBM

Central Electronics Complex agents to monitor the availability of

processors and main memory to alert if resource and capacity

issues could be identified.

At the operating system level, the team deployed Unix and IBM

Premium AIX agents to monitor each system’s file system size,

the existence and the size of a list of specified files and folders,

as well as the existence of important system processes. This

ensures that the team gets immediate notification when crucial

operating system resources or configurations are not

operational. For example, the system monitors the availability of

the SAP router system processes as well as the status of the file

volumes, to make sure that the systems do not run out of storage

space.

To monitor the database system, the IBM DB2 monitoring agent

is installed, configured to monitor the last backup date as well as

if the current IBM DB2 instance is running and if the status of the

relevant database is active. This configuration ensures that the

required database resources and backups are available.

At the application level, the SAP UCC configured the SAP

monitoring agent to check the availability and performance of

the corresponding SAP instance and monitor the system

configuration. Monitoring these SAP system characteristics

enables the SAP UCC proactively to alert the IT team as soon as

any SAP systems encounter failures.

All monitoring, including the IBM XIV Storage System with its

integrated monitoring component are configured to provide

proactive monitoring. The monitoring system automatically

sends notifications to relevant staff, if failures are detected.

Integrated and consistent user interface to access status information

Access to monitoring data is provided through Java-based and

browser-based applications. Data collected is represented

within one single user-friendly point-and-click interface. The user

experience is supplemented with a number of standard views,

alongside customized views based on the advanced

configuration options that the solution provides.

In extending the standard views, TU München enhanced the

data pool with information about what systems belong to which

customer, which enables customer-oriented access to

monitoring data. Customer data is imported from an existing

system support and billing database that the University

maintains. If a customer calls with an issue, the customer-based

view enables support staff and others to drill down into the

customer’s system data to locate and identify problems without

knowing in advance which resource, application, service or

device might be the cause.

The standard view on the monitoring data provided by the IBM

Tivoli Monitoring solution is a resource-oriented view. Instead of

customers, a single resource is selected and then based on this

one can drill down into the data starting from the specified

resource.

Important to TU München was to provide a central and

consistent user interface for different users. TU München

identified four categories with different requirements:

administrators, support staff, managers and customers.

22

Support staff

To provide efficient help and assistance, TU München’s support

team needs to be able to access monitoring data. The institution

implemented different views, to provide the support team with

different ways to access monitoring data depending on the

support request.

For example, support staff can drill down into the data based on

systems grouped by customers, by SAP solutions and by server

systems. With the new monitoring solution, support staff can

quickly connect to different systems and check the status of

components such as the database, right at the time when a

customer is calling. Providing this detailed view to the support

teams allows the staff to be better informed with high-quality,

accurate data at their fingertips.

Allowing support staff to access the monitoring data also

improves the quality of the support requests sent to system

administrators. Responses are much more detailed, because

the cause of a problem has already been identified by the

support team. Administrators are freed from checking multiple

systems to check if they are the problem source, and instead can

turn immediately to resolution.

Administrators

Administrators are the people who rely heavily on the solution

and use it frequently. For administrators, the system must

provide a clear and quick overview, notify them if issues arise,

and provide them with tools to monitor and manage the cloud-

ready infrastructure efficiently. Administrators can customize

and extend their reporting views easily, without the need to

manually write and edit custom-developed monitoring scripts in

various locations.

Administrators can also trigger mass operations directly from

within the monitoring application. This can be useful, for example

if a group of systems needs to be restarted. With IBM Tivoli

Monitoring, the administrator specifies the command and

selects the system where the command should be executed.

The mass-command complexity, such as login to the local

systems and actually executing the command, are handled by

the monitoring system.

Alexandru Danciu, Research Associate, says, “In the past,

executing mass operations on a couple of systems was a pain.

The feature to trigger mass operations from within the monitoring

and systems management interface made system maintenance

and trouble shooting a lot easier.”

Administrators also benefit from the integrated interface with

drill-down capability to locate errors quickly, no matter where,

exactly, the failure occurred.

Figure 3: Overview over CPU utilization of an LPAR over time, including CPU forecast information.

23

Customers

TU München plans to provide its customers direct access to their

systems status information. The goal is to include information

about the number of systems they currently have, how many of

them are running, how many users are logged in, how much data

the systems are using and many other key performance

measures.

The next step will be to implement self-service features based on

IBM Tivoli Service Automation Manager, to enable customers to

order SAP systems online. Once this is implemented, TU

München is planning to enable customers to view and analyze

relevant monitoring data and to trigger backups and related

actions for themselves.

Add LPARs

Deploy Unix agent

Deploy basic agents

Deploy Logs, AIX agent

Deploy application agents

Deploy DB2, SAP agent

User input

User input

LPARs

LPARs

LPARsTivoli Enterprise

Monitoring Server



Figure 4: Lean provisioning by triggering mass operations through IBM Tivoli Monitoring.

Managers

With the IBM Tivoli Monitoring solution, TU München can provide

managers with a clean and simple user interface, which looks

similar to modern desktop applications. Occasional users who

are familiar with standard presentations and spreadsheet

applications find it easy to work with the monitoring data, and

can view information by customer, products or resource. Using

the IBM Tivoli Data Warehouse together with IBM Cognos

Business Intelligence technology, managers will also be able to

view data as charts, and visualize and analyze monitoring data

over time. This visual trend analysis will enable managers to

identify irregularities, and report on key performance indicators.

In future, TU München also wants to provide customized

dashboard views to managers, to provide them with aggregated

systems status overviews.

24

Tivoli Data Warehouse and IBM Cognos Business Intelligence

A key component of the monitoring solution that will be

implemented at TU München is the IBM Tivoli Data Warehouse, a

data warehousing solution based on proven IBM DB2 Data

Warehouse technology. The system enables TU München to

analyze and process historical systems management data to

compile performance reports, gain new insights and predict

possible future issues.

A data warehouse is a comprehensive pool of data, collected

and stored, that can be analyzed and visualized along different

dimensions and processed using complex algorithms. The

purpose is to provide access to large quantities of data and

explore, analyze, and understand the information.

“ Improved reporting and more accurate information improves decision-making a lot. The next step in using business analytics tools will be to enable administrators to use the data warehouse for advanced data mining and predictive analysis, to allow them to develop a proactive approach to systems management.”

Professor Helmut Krcmar

SAP UCC Academic Director

TU München

Looking ahead to advanced performance reporting

Figure 5: Custom SAP instance overview.

25

The IBM Tivoli Data Warehouse is an online analytical

processing (OLAP) system, designed to store and manage

historical data from both Tivoli and other management

applications. IBM Tivoli Data Warehouse aggregates and

correlates the data from multiple systems for use in reports, and

in analytics solutions.

To provide managers with accurate reports and allow them to

analyze the performance and status of their systems over time,

TU München will implement IBM Cognos Business Intelligence

and connect it to its monitoring data warehouse. With IBM

Cognos Business Intelligence at hand, managers will be able to

dive into the data and examine it to gain new insights and to

support decision-making processes.

Furthermore, to optimize systems operations and business

continuity, IBM Tivoli Data Warehouse will be used in

combination with the IBM Tivoli Performance Analyzer and IBM

Cognos Business Intelligence to predict future trends and

behaviors, enabling TU München to make proactive,

knowledge-driven decisions with the help of advanced data

mining tools.

TU München generates reports such as CPU, memory, disk and

network utilization in different visualizations, such as a heat

chart. When the implementation is complete, these reports can

be accessed through IBM Tivoli Integrated Portal, an integration

solution that ensures that the user interface of the main IBM Tivoli

GUI and the reporting and analytics solution are consistent, to

keep the systems as easy-to-use as possible.

Project achievements

TU München has addressed its business challenges with this

comprehensive Tivoli solution. Thanks to advanced system

monitoring and instant notifications for severe problems, the

institution can now identify failures in its cloud-ready

infrastructure before customers notice them, helping the SAP

UCC at TU München to improve its service levels and increase

customer satisfaction.

With IBM Tivoli Monitoring’s automation capabilities, the TU

München team has also automated reactions for recurring

problems. This reduces the workload of the IT team members,

and allows them to concentrate on more complex issues. The

Tivoli monitoring infrastructure enables the UCC to run its SAP

environment with a comparatively small IT team. Supported by

the IBM Tivoli Monitoring solution, only one person is required to

ensure continuous system operation. If a problem is detected,

this person gets notified instantly. To solve issues when they

arise, the entire IT team of ten people works together to provide

continuous availability of the hosted SAP systems.

By integrating the installation of the IBM Tivoli Monitoring agents

into the automated Cloud LPAR provisioning solution, TU

München saves huge amount of time when deploying new SAP

systems. Previously, it took two hours to manually install and

configure the different agents; now agent deployment can be

completed in one minute at the push of a button.

The new IBM Tivoli Monitoring solution also boosts the efficiency

of support staff. When customers call to report that they cannot

access their system, the support team can now check directly,

and within two minutes, in the user-friendly IBM Tivoli Monitoring

interface. Support staff can see where the monitoring solution

system noticed a failure, and which other systems are running

without problems. In the past, the support team could not find

this out themselves, or it could take about half an hour to validate

the customer’s report.

26

“The new monitoring infrastructure has improved the

performance of our support team substantially,” says Holger

Wittges. “Typical support cases can now be verified five times

faster than before, and the information provided to the customer

is much more accurate.”

TU München plans to implement IBM Tivoli Data Warehouse

software, combined with IBM Cognos Business Intelligence

technology for advanced analytics at a later date. This will

enable the university to benefit from much deeper insights into

system utilization and the overall cloud-ready data center

infrastructure. Providing detailed performance reports and an

easy-to-use ad-hoc reporting interface to managers will enable

them to use system monitoring data to support decision-making

processes.

“Improved reporting and more accurate information improves

decision-making a lot,” says Helmut Krcmar, SAP UCC

Academic Director. “The next step in using business analytics

tools will be to enable administrators to use the data warehouse

for advanced data mining and predictive analysis, to allow them

to develop a proactive approach to systems management.”

Next steps

Future plans at TU München include the extension of its IBM

Tivoli Monitoring solution to provide customer access to system

status information. The overall goal is to expand the existing IBM

Tivoli Service Automation Manager solution, implementing a

fully automated SAP hosting service, including customer self-

service features to set up, manage, and monitor complete SAP

landscapes.

The cloud-ready IBM infrastructure was the first step, followed by

basic automation of Cloud LPAR provisioning. By adding a

consistent system and application monitoring solution, TU

München has created the foundation for further optimization and

automation.

To raise the level of automation, TU München and IBM plan to

implement more advanced event management with IBM Tivoli

OMNIbus. This solution will provide the features to enable TU

München to calculate complex correlations between different

events and alerts.

The correlations will then be complemented by sophisticated

rule definitions to allow TU München to automatically react

accurately to complex situations in its IT systems. All these

features will be provided with a consistent user interface through

IBM Tivoli Integrated Portal server.

TU München also plans to extend the monitoring solution itself,

by integrating the latest version of the SAP Solution Manager into

the existing IBM Tivoli Monitoring infrastructure.

To monitor actual system performance from an end-user’s point

of view and establish end-to-end performance analytics of the

cloud-ready SAP infrastructure, the team is also considering the

implementation of additional external monitoring agents to

check system availability based on GUI access to the SAP

systems.

27

“ The new monitoring infrastructure has improved the performance of our support team substantially. Typical support cases can now be verified five times faster than before, and the information provided to the customer is much more accurate.”

Dr. Holger Wittges

SAP UCC Executive Director

TU München

“In the past, executing mass operations on a couple of systems was a pain. The feature to trigger mass operations from within the monitoring and systems management interface made system maintenance and trouble shooting a lot easier.”

Alexandru Danciu

Research Associate

TU München

28

For more information:

To learn more about the solutions from IBM

and SAP, visit: ibm-sap.com

For more information about SAP products and

services, contact an SAP representative or

visit: sap.com

For more information about IBM products and

services, contact an IBM representative or

visit: ibm.com

Contacts:

IBM

Carsten Siegler ([email protected])

For further questions please contact the IBM

SAP International Competency Center via

[email protected]

SPC03374-DEEN-00

© Copyright IBM Corp. 2012

IBM Deutschland GmbH D-70548 Stuttgart ibm.com

Produced in Germany January 2012 IBM, the IBM logo, ibm.com, i5/OS, DB2, Domino, FlashCopy, Lotus, Notes, POWER, POWER4, POWER5, POWER6, System i, System x, and Tivoli are trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of other IBM trademarks is available on the Web at: http://www.ibm.com/legal/copytrade.shtml

UNIX is a registered trademark of The Open Group in the United States and other countries. Linux is a 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. Other company, product or service names may be trademarks, or service marks of others.

This brochure illustrates how IBM customers may be using IBM and/or IBM Business Partner technologies/services. Many factors have contributed to the results and benefits described. IBM does not guarantee comparable results. All information contained herein was provided by the featured customer/s and/or IBM Business Partner/s. IBM does not attest to its accuracy. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions.

This publication is for general guidance only. Photographs may show design models.

29

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IBM Smarter Computing

Based in New York City, Citigroup Inc. is one of the world’s leading financial services companies. Citigroup has approximately 200 million customer accounts and conducts business in more than 140 countries. Through two divisions—Citicorp and Citi Holdings—the company offers a broad range of financial products and services for consumers, corporations, governments and institutions, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

Meeting the needs of a global development community A division called Citi Technology Infrastructure (CTI) serves as the IT backbone for Citigroup and is responsible for more than 60,000 physical and virtual servers located in 14 data centers. These servers include 8,500 development servers, serving Citigroup’s community of more than 20,000 internal application developers. This massive development team is responsible for improving customer experiences through thousands of new development initiatives annually. Unfortunately, these developers have historically had to wait as long as 45 days to receive a provisioned server they had requested—a natural symptom of dealing with physical infrastructures.

In 2010, Citigroup began looking for a smarter approach to service delivery, including one that would automate and expedite the procedure for requesting and provisioning development servers for writing and testing code. Led by a core team of five Citigroup employees, the ultimate goal was to build an internal cloud that would give developers an automated, self-service process for submitting development server requests, which typically number between 2,500 and 3,000 annually, and would give CTI an automated process for provisioning those resources. “We saw this as an evolution of IT infrastructure that goes from a dedicated world where servers are built to order, to a virtual infrastructure in which the focus is on improving the utilization rates of our infrastructure,” says Graham Hill, senior vice president at Citigroup.

Citigroup transforms application development with an IBM cloud solution

OverviewThe needCitigroup wanted to dramatically reduce time to market by rapidly accelerating development cycles for the company’s more than 20,000 internal application developers, who were typically forced to wait up to 45 days for server resources to be provisioned.

The solutionCitigroup built an internal cloud using IBM® Cloudburst™ and Tivoli® software solutions, enabling self-service request, automated provisioning, and internal chargeback capabilities, while at the same time boosting utilization rates and improving operational efficiencies.

The benefitWith the IBM solution, Citigroup slashed server provisioning times from 45 days to less than 20 minutes, speeding development cycles and allowing the company to put new features and enhancements in the hands of customers more rapidly.

30


Building a global development solution—in the cloud After a number of successful proof of concept phases using the IBM Cloudburst Appliance, Citigroup decided to implement a private cloud based on the Cloudburst software architecture. Instead of taking a staged approach to hardware and software provisioning, Citigroup’s cloud deployment offered both infrastructure as a service and software as a service from the outset. This architecture gives Citigroup the flexibility to optimize service delivery in a number of areas over the long term.

The solution enables image-based standard OS deployments with predefined middleware stacks running on a bank of Intel® processor-based commodity servers. Plans are underway to extend cloud deployment to IBM Power Systems™ and IBM zEnterprise™ System running Linux® on System z®. Once it is deployed to the zEnterprise 196, Hill says Citigroup will be able to offer the world’s fastest private cloud.

To support service delivery processes, the team selected a suite of IBM Tivoli automation software solutions. Tivoli Service Automation Manager provides automation of administrative tasks, and Tivoli Provisioning Manager manages the provisioning workflow. Tivoli Usage and Accounting Manager enables usage-based chargeback to the relevant department, a process that encourages timely decommissioning of servers that are no longer required.

Accelerating time to market Jonathan Moore, senior vice president at Citigroup, says improving time to market for new applications has always been the primary driver to create an internal cloud. “Time to market was one of the key complaints that we got from the development community,” Moore says. “It forced us to look at our process of server provisioning, and this is when we decided to place our development in the cloud. With this implementation, we’ve reduced provisioning time from 45 days to less than 20 minutes, after approvals.”

As a result, developers can begin work on new initiatives without delay, and the combination of hardware and software as a service provides them with flexible middleware deployment scenarios.

Integrated• Unified virtual machine provisioning, administration, patch management and usage accounting processes on a single platform • Integrated the development server request process with an existing employee self-service portal

Automated• Automated administrative tasks to improve systems administrator ratios and reduce operational overhead • Automated provisioning processes to reduce provisioning times from 45 days to less than 20 minutes

Protected• Improved the security and compliance of development servers with automated agent-based patching • Ensured consistent security configuration of new development servers

Transformed • Dramatically accelerated development lifecycles and reduced time to market for new applications and features that enhance the customer experience • Enabled smarter use of resources by increasing server utilization rates, implementing chargeback capabilities and automating administrative tasks

31


Slashing operational overhead through automation Requests for development servers are now handled through an internal self-service portal called Citi Marketplace, where the company’s 250,000 employees can order everything from staplers to smart phones. These requests set off a secure, automated process for provisioning resources in the cloud—a process that has dramatically improved systems administrator ratios, helping to reduce operational overhead. A systems administrator who supported 50 servers in the physical environment can now support more than 600 servers in the cloud.

To help ensure security and continuous compliance in the cloud, Citigroup relies on Tivoli Endpoint Manager. Built on BigFix® technology, Tivoli Endpoint Manager provides unified, real-time visibility and enforcement for software patches by installing an intelligent agent on each endpoint. “The biggest operational overhead is systems administration time,” explains Hill. “Tools like Tivoli Endpoint Manager automate functions that otherwise take up a considerable amount of time.”

Transforming IT for enhanced customer experiences The resulting transformation has been significant—not to mention very popular. Citigroup has provisioned more than 550 virtual machines in the cloud so far, and demand for the new service continues to grow. For example, Citigroup is now taking full advantage of the cloud development environment to support a major development project for the company’s retail banking experience.

“The doors have just been opened,” says Jason Bisson, a vice president at Citigroup. “Certainly people who are provisioning virtual machines or requesting virtual machines for development are moving to this as soon as they know it’s available. It’s just a North American initiative right now, but we’ve got people around the world knocking on the door.”

The reason for this overwhelming popularity is simple. Says Hill, “It lets our developers launch new features and enhancements more rapidly, which improves our customer experience in a shorter timeframe. You want developers coding as soon as possible, not waiting for servers. With our development cloud, when a new project comes along, we’re ready.”

Solution Components: Software• IBM® CloudBurst™ Appliance • IBM Tivoli® Service Automation Manager • Tivoli Provisioning Manager • Tivoli Usage and Accounting Manager • Tivoli Endpoint Manager

Hardware• IBM zEnterprise™ System

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ZSC03097-USEN-01


IBM Corporation Systems and Technology Group Route 100 Somers, NY 10589 U.S.A.

Produced in the United States of America April 2011 All Rights Reserved

IBM, the IBM logo, ibm.com, Cloudburst, Power Systems, System z, Tivoli and zEnterprise are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml

Intel is a registered trademark 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.

Other company, product and service names may be trademarks or service marks of others.

References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Offerings are subject to change, extension or withdrawal without notice. All client examples cited represent how some clients have used IBM products and the results they may have achieved.

THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS-IS” WITHOUT ANY WARRANTY, EITHER EXPRESSED OR IMPLIED.

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For more informationTo learn more about smarter computing from IBM and how we can help you integrate, automate, protect and transform your IT, contact your IBM representative or IBM Business Partner, or visit ibm.com/smartercomputing

For more information about Citigroup, visit www.citigroup.com

33

The University of Barifosters innovation in thecloudBuilding a service-oriented cloud architecture onIBM System z and Linux

Smart is...

Bringing Cloud-based IT supportinto the local community

The University of Bari is strongly commit-

ted to developing cloud-based solutions

for communities and businesses in

southern Italy. The University needed a

platform to facilitate cost-effective,

flexible application development.

The University leveraged the

IBM® System z® Solution Edition for

Cloud Computing—a virtualized infra-

structure that uses IBM System z,

IBM System Storage®, SUSE Linux®Enterprise Server for IBM System z and

IBM Tivoli® Service Automation Manager

to enable intelligent management of Linux

virtual machines.

The University of Bari is one of southern Italy’s premier educationalinstitutions, with 12 faculties offering degrees in a wide range of subjects.Established in 1925, the University has nearly 70,000 students and morethan 1,800 teaching staff at its main campuses in Bari, Brindisi andTaranto.

The University is a member of DAISY-net, a consortium of public universities and information and communication technology (ICT) com-panies in the Puglia region of southern Italy. DAISY-net aims to carry outresearch and development and provide technology transfer and trainingto support economic and industrial growth within the region. As part ofthis mission, DAISY-net wanted to create a highly secure, scalable andflexible architecture for application development and deployment.

Harnessing cloud computingThe University of Bari decided to host the infrastructure for this newarchitecture, and became interested in the possibility of creating a cloudcomputing infrastructure. This would provide very rapid and simple pro-visioning and management of new development, test and productionenvironments, and enable each environment to scale up or down to meetdemand. This level of flexibility would encourage students and otherdevelopers to concentrate on application innovation, instead of worryingabout infrastructure-related issues.

As the basis for the new cloud infrastructure, the University selected theIBM System z Solution Edition for Cloud Computing. This comprises anIBM System z9® Business Class server with three Integrated Facility forLinux (IFL) processors that can support hundreds of Novell SUSE LinuxEnterprise Server virtual machines. Storage is provided by IBM SystemStorage DS6800 disk systems. The Linux for System z architecture iscontrolled by IBM Tivoli Service Automation Manager, which automatesthe key processes around the request, deployment, monitoring and man-agement of standardized virtual server images.

34

Business benefits● Accelerates the sale and delivery

of wine, fish and other cargo to end-customers.

● Provides real-time information fromRFID sensors on variables such astemperature, humidity and whether car-gos have been subjected to any shocksor stresses.

● Integrates sensor, market and GPSdata with mainframe systems at theuniversity, private sector and govern-ment regulatory agencies.

● Virtualizes the University Laboratory forstudents.

Creating the cloud platformWorking with teams from IBM Italy and MAUDEN, an IBM BusinessPartner, the university installed the System z platform and began provid-ing members of DAISY-net with access to core resources such asIBM WebSphere® Process Server and IBM DB2®, which both run in anIBM z/OS® partition. By leveraging a Linux for System z cloud on top ofthese core platforms, these developers were quickly able to create a widerange of innovative solutions, using service-oriented architecture (SOA)principles to enable rapid development of composite applications byorchestrating existing services and components.

Bringing ICT into new industriesMost of the development projects focus on exploring new ways of helpingcommunities and small businesses in the Puglia region—especially inareas and industries where ICT has not traditionally penetrated, such asfishing, wine production and local transportation.

The solution that one of the DAISY-net development teams has created for the fishing industry is particularly interesting. It provides atouch-screen solution that fisherman can install in their boats and use toreport the size and species of the fish they catch. This information is thenautomatically shared with potential customers such as local markets,shops and restaurants, who can compete in a live auction while the fishingboat is still out at sea. When the fish has been purchased, the solutionshows which customers have bought which fish, so that the fisherman canpackage it for delivery on the way back to the harbor. As a result, the fish-ermen obtain the best price for their catch, and customers get the freshestpossible fish.

Smarter education Bringing Cloud-based IT support into the local community

Instrumented Captures humidity, temperature, soil and traffic conditions through aspecialized appliance via RFID devices deployed in the appropriatelocation.

Interconnected Integrates sensor, market and GPS data with mainframe systems at theuniversity, private sector and government regulatory agencies.

Intelligent Provides real-time status of transportation logistics and market demandfor particular fish and wine products. GPS geo-localization allowstransportation companies to make adjustments for routes and deliver-ies, while fishing companies can begin product auctions while fish arebeing caught. Winemakers are also able to understand market demandfor products, while also being able to ensure environmental quality bymonitoring soil isotopes.

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Solution components:Servers● IBM System z®● IBM System Storage® DS6800

Software● IBM DB2® for z/OS®● IBM Tivoli® Service Automation

Manager● IBM WebSphere® Process Server● IBM z/OS● IBM z/VM®● Novell SUSE Linux® Enterprise Server

IBM Business Partner● MAUDEN

“The IBM System z Solu-tion Edition for CloudComputing eliminatesthe trouble and expense ofbuying and managingnew infrastructure, mak-ing the development ofsmall-scale solutionsmuch more viable. Moreover, as demand fora solution increases, thecloud can simply allocatemore resources, so there is no problem with scalability.”

—Professor Visaggio, full professor of Software

Engineering at the University of Bari

A second DAISY-net application supports local vineyards by providingconstant monitoring of soil conditions, which helps to improve the quality of the product. Data from the soil monitors is automatically transmitted to the central application, which runs centrally on theIBM System z server. Isotopic soil monitoring enables wines to be catego-rized by isotopic characteristics, which determine grape color and taste.The monitoring equipment also provides information about the grapes’origin for an academic research project.

Another solution is already being used in production by a local transportand logistics company. Sensors installed in each of the company’s truckssend data to a central monitoring application that runs in the System zcloud. The sensors provide real-time information on variables such as thetemperature, humidity and whether the cargo has been subjected to anyshocks or stresses. It can also monitor the route taken by the truck. Thisallows the company to ensure that even the most sensitive cargo can bedelivered quickly and in excellent condition.

The University is planning to adapt this solution for other uses—forexample, environmental monitoring within data centers. Because theapplication has been developed in a service-oriented way, it will be rela-tively easy to reuse its components in other solutions.

The use of such a real-time flexible environment helps make industries inthe Puglia region of southern Italy more competitive in local, nationaland global markets. More solutions like this are planned.

The latest project is the virtualization of the University of Bari’sComputer Science labs, which allows students to use educational platforms as services. Students of each course use whatever platform is specified by their teacher, so it is possible to use different platforms inthe same laboratory. Moreover, students can access their platform evenwhen they are not in the lab. The use of cloud computing allows teachersto change platforms without changing the underlying infrastructure.Therefore, Cloud Computing allows the continuous improvement of lab-oratory infrastructure while minimizing the costs.

Making small-scale solutions viableThe biggest advantage of developing these applications on the System zcloud platform is that it is easy to start small, with trial implementationsfor just a few users, and very quickly scale up as the technology is adoptedmore widely.

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“In a traditional ICT model, the idea of creating a solution for a smallgroup of fishermen or a local transport company would probably neverget off the ground because the initial infrastructure costs would be toohigh,” explains Professor Visaggio, full professor of Software Engineeringat the University of Bari. “The IBM System z Solution Edition for CloudComputing eliminates the trouble and expense of buying and managingnew infrastructure, making the development of small-scale solutionsmuch more viable. Moreover, as demand for a solution increases, thecloud can simply allocate more resources, so there is no problem withscalability.”

“Working with IBM and MAUDEN to create this new cloud infrastruc-ture has already made a huge difference to businesses and communities insouthern Italy, and will continue to provide an agile, flexible platform thathelps our brightest students and ICT professionals collaborate andexpress their most innovative ideas.”

For more informationTo learn more about the IBM System z Solution Edition for CloudComputing, please contact your IBM marketing representative orIBM Business Partner, or visit the following website:ibm.com/systems/z/solutions/editions/cloud/


IBM Systems and Technology GroupRoute 100Somers, New York 10589U.S.A.

Produced in the United States of AmericaJanuary 2011All Rights Reserved

IBM , the IBM logo, ibm.com, Tivoli, System Storage and System z are trademarks ofInternational Business Machines Corporation in the United States, other countries or both.

Linux is a registered trademark of Linus Torvalds in the United States, other countries,or both.

Other company, product and service names may be trademarks or service marks ofothers.

References in this publication to IBM products or services do not imply thatIBM intends to make them available in all countries in which IBM operates.

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IBM Systems and TechnologyCase Study

Computer services

VNTT creates climate ofbusiness innovation withIBM cloud solution

OverviewThe need

VNTT wanted to create a shared

central infrastructure to deliver flexible

infrastructure and software services to

small- and mid-sized companies, on a

pay-as-you-use pricing model.

The solution

Launched the VNTT Cloud Center, built

on IBM Service Delivery Manager cloud

solution and featuring IBM System x®and BladeCenter® servers, enabling the

dynamic creation of secure virtual infra-

structures for local businesses.

The benefit

Shared infrastructure leverages

economies of scale to deliver high-quality

IT services at low cost; virtual resources

can be flexed up and down as business

requirements change; cloud removes

need to understand the underlying infra-

structure, allowing businesses to focus

on innovation.

Vietnam Technology and Telecommunication (VNTT) provides technol-ogy services to industrial parks in the Binh Duong province in the southeast of Vietnam. This area is one of the most attractive for foreign invest-ment; several high-profile Western companies have set up factories andplants here. Established in 2008 with capital funding from Vietnam Post& Telecommunication Corp., Becamex IDC Corp., and the Bank forInvestment and Development of Vietnam, VNTT aims to make enter-prise-class IT facilities available to the small- and mid-sized businessesthat dominate the Vietnamese economy.

An estimated 80 percent of businesses in Vietnam employ 500 people orfewer, and many of these companies lack the financial capital to invest instate-of-the-art IT infrastructure and software solutions. Indeed, compa-nies at the smaller end of the scale are unlikely even to have skilled ITpersonnel. VNTT set out to create a shared central infrastructure thatcould deliver flexible services to small- and mid-sized companies, enablingthem to access the latest business applications for a low monthly fee.

“Our vision was to create a platform to foster innovation and growth inthe Vietnamese economy, taking advantage of our economy of scale todeliver highly cost-effective enterprise-class IT services to small- andmid-sized businesses,” says Nguyen Minh Tan, CEO, VietnamTechnology and Telecommunication. ”We chose IBM as our trusted part-ner for delivering commercial cloud services, based on its comprehensiveportfolio and proven track record in other client engagements. We knewthat IBM had the expertise and the local support to help us leverage cloudin a way that is safe, reliable and efficient for our business.”

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“We chose IBM as ourtrusted partner for deliv-ering commercial cloudservices, based on its comprehensive portfolioand proven track recordin other client engagements.”

—Nguyen Minh Tan, CEO, Vietnam Technology

and Telecommunication

Dynamic shared servicesVNTT built its new Cloud Center on IBM Service Delivery Managersolution, deploying IBM System x and IBM BladeCenter servers, IBM System Storage® disk and tape solutions, and a variety of IBM Tivoli®, and Lotus® solutions.

The VNTT Cloud Center enables companies in the Binh Duong indus-trial parks to access anything from an individual hosted virtual serverright through to a full virtual data center. The Cloud Center also pro-vides software-as-a-service (SaaS), enabling companies to run corporateportals, email systems, collaboration and more—and the entire environment is supported by the IBM Cloud Labs in Vietnam.

”Our initial offering covered infrastructure-as-a-service, providing co-location services and the rental of physical and virtual servers,“ saysNguyen Minh Tan. “We later expanded to offer a full range of cloud-based SaaS solutions, using Lotus Notes and Domino for email, IBM WebSphere® Portal Express for company intranets and IBM LotusFoundations to provide an all-in-one business platform. The cloud architecture enables companies to have a private, secure set of resourcesthat can dynamically expand and contract as their business needschange—so that they always have the right-sized infrastructure for theirrequirements.”

Both business users and IT administrators use a self-service portal toaccess the VNTT cloud resources, and flexible pricing options bringenterprise-class computing within the financial reach of even the smallestcompanies. Behind the scenes, an integrated suite of IBM software keepsthe cloud running smoothly and reliably: IBM Tivoli Monitoring provides system health checks, IBM Tivoli Storage Manager enablesautomated backup and recovery of data, and IBM Tivoli ProvisioningManager enables the rapid creation and deployment of new virtual environments.

“The IBM cloud technologies enable us to rapidly provision new servicesfor businesses, giving them enormous flexibility and enabling dynamicresponse to changing economic conditions,” says Nguyen Minh Tan.“Rather than investing significant amounts of capital in an inflexible infra-structure of their own, small- and mid-sized businesses can tap into the

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cloud, getting precisely the resources they need for the time they needthem, and at a price that makes business sense. As their businesses grow,we can easily add new resources to the cloud and dynamically expandtheir virtual environments.”

Packaged cloud from IBMIBM Service Delivery Manager is a single solution that provides all of thenecessary software components to implement cloud computing. Cloudcomputing is a services acquisition and delivery model for IT resources,which can help improve business performance and control the costs ofdelivering IT resources to an organization.

IBM Service Delivery Manager provides preinstalled capabilities essentialto a cloud model, including:

● A self-service portal interface for reservation of computer, storage, andnetworking resources, including virtualized resources

● Automated provisioning and de-provisioning of resources● Prepackaged automation templates and workflows for most common

resource types, such as VMware virtual images and LPARs● Service management for cloud computing● Real time monitoring for elasticity● Backup and recovery

Supporting business innovationThe introduction of the IBM cloud at VNTT has dramatically acceler-ated the creation of new virtual infrastructures and SaaS solutions,enabling businesses to launch new services in hours rather than months.The cloud paradigm also removes the need to know about the underlyinginfrastructure, allowing businesses to focus on innovation rather thanworrying about IT service provision. The low start-up costs and flexiblepricing lower the barriers to market-entry for new start-ups, withoutrestricting their flexibility to expand as their businesses grow.

“The IBM cloud is a true platform for business innovation in Vietnam,”concludes Nguyen Minh Tan. “It enables us to be extremely flexible inproviding IT services, and ensures that even businesses with zero ITexpertise can benefit from enterprise-class infrastructure. What’s more,our close collaboration with IBM ensures that we have all the skills weneed in-house to support our customers as they look to exploit powerfulnew software solutions.”

Solution components:Software● IBM Service Delivery Manager● IBM Lotus® Domino®● IBM Lotus Foundations®● IBM WebSphere® Portal Express● IBM Tivoli® Storage Manager

Servers● IBM System x®● IBM BladeCenter®● IBM System Storage®

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For more informationTo learn more about the IBM Service Delivery Manager solution, please contact your IBM marketing representative or IBM Business Partner, or visit the following website:ibm.com/software/tivoli/solutions/service-delivery/

To learn more about IBM System x and BladeCenter, visit the followingwebsite: ibm.com/systems/x

Additionally, financing solutions from IBM Global Financing can enableeffective cash management, protection from technology obsolescence,improved total cost of ownership and return on investment. Also, ourGlobal Asset Recovery Services help address environmental concerns with new, more energy-efficient solutions. For more information on IBM Global Financing, visit: ibm.com/financing


IBM Systems and Technology GroupRoute 100Somers, New York 10589U.S.A.

Produced in the United States of AmericaJanuary 2011All Rights Reserved

IBM, the IBM logo, ibm.com, BladeCenter, Lotus, System Storage, System x, Tivoliand WebSphere are trademarks of International Business Machines Corporation in theUnited States, other countries or both. If these and other IBM trademarked terms aremarked on their first occurrence in this information with a trademark symbol (® or ™),these symbols indicate U.S. registered or common law trademarks owned by IBM at thetime this information was published. Such trademarks may also be registered orcommon law trademarks in other countries. A current list of IBM trademarks isavailable on the web at “Copyright and trademark information” atibm.com/legal/copytrade.shtml


References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. Offeringsare subject to change, extension or withdrawal without notice. All client examples citedrepresent how some clients have used IBM products and the results they may haveachieved.

The information in this document is provided “as-is” without any warranty, eitherexpressed or implied.

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IBM SoftwareTivoli

Computer Services

Dutch Cloud BVDelivers highly available, cost-efficient cloud services

OverviewThe needMargins are tight in the highly competitive infrastructure as a service (IaaS) sector, so the pressure is always on to drive costs down and service levels up.

The solutionBy implementing IBM SmartCloud™ Provisioning software, Dutch Cloud simplified and standardized its cloud infrastructure and improved efficiencies through dynamic provisioning and self-service capabilities.

The benefitSupported sixfold increase in revenue while operational costs remained flat; reduced time to provision 200 virtual machines by over 90 percent; decreased administrative workload by 70 percent.

As businesses demand more from their IT departments in terms of availability, security, efficiency and flexibility, more companies are turning to infrastructure as a service (IaaS) providers. By engaging an IaaS provider, businesses can significantly reduce the cost, complexity and risk associated with running their infrastructures. And because financing is one of the biggest challenges limiting the success of small and medium businesses (SMBs) today, it’s a business model that SMBs find particularly attractive.

“Many large enterprises have the financial and personnel resources to invest in cloud computing initiatives,” says Martijn Van Zoeren, CEO of Dutch Cloud BV, an IBM Premier Business Partner. “But in the mid-market area, companies don’t have the same means. And, for many startups, venture capitalists require that companies use a monthly recurring IT service instead of using capital for their IT infrastructures.”

Based in the Netherlands, Dutch Cloud offers SMBs a range of cloud-based services from fully managed IaaS to disaster recovery solutions. In building its offering, the company needed to find the right balance between ensuring its platform was standardized enough to enable easy scalability, and offering the specific technical features best suited to different types of workloads.

“We decided from the outset to work with a few select providers and our first choice, based on our experience over the last 20 years, was to use IBM systems,” says Van Zoeren.

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Designed for Data Dutch Cloud can accurately capture and analyze highly changeable customer requirements on an ongoing basis to better align services to client needs.

Tuned to the Task Combining a range of different IBM architectures that work together seamlessly as a fully integrated platform, Dutch Cloud is able to enjoy the benefits of standardization along with provisioning capacity that suits each client’s workloads.

Managed with Cloud Technologies Leveraging IBM SmartCloud Provisioning software enabled Dutch Cloud to move from a static model to highly dynamic service delivery. VLAN separation makes multitenant isolation at the network and presentation layer possible, helping to ensure that each customer environment runs securely and in isolation. This was a priority for Dutch Cloud, as the company was committed to delivering true ‘private clouds’ to its customers.

Driving Innovation Dutch Cloud can support a reseller model and brand its service delivery portal for specific customers thanks to segregation of resources. Facilitating new channels to market in this way helps the company expand into new market segments.

Working with IBM, Dutch Cloud designed an environment that separates customers on the network level versus the service layer—known as virtual local area network (VLAN) separation. This approach makes multitenant isolation at the network and presentation layer possible, helping to ensure that each client environment runs securely and in isolation. It’s an important capability that helps Dutch Cloud differentiate itself in the marketplace.

“Many IaaS providers run their client environments on the same servers, and a good hacker can go from one client environment to another,” says Van Zoeren. “We separate client environments at the network layer, which provides better security and enables us to deliver any type of architecture within our service layer.”

The fully virtualized infrastructure is based on IBM System x® 3650 class servers connected to multiple IBM Storwize® V7000 disk systems. Kernel-based virtual machine (KVM) and VMware virtualization technology are used to enable clients to run multiple virtual machines on Linux or Windows images.

“KVM is close to both the kernel and the hardware so we can optimize performance and work with cutting-edge hardware,” says Van Zoeren. “Open standards are also very important to us, so being able to support both KVM and VMware hypervisors with IBM SmartCloud™ Provisioning software enables us to offer choice to our customers.”

By selecting IBM Storwize V7000 technology, Dutch Cloud can offer clients two tiers of storage. The IBM storage array increases flexibility through both solid-state drives (SSDs) and serial-attached SCSI (SAS) drives, enabling clients to choose between the higher-performing, more expensive SSD storage and the lower-cost SAS option depending on their specific requirements. Where clients opt for a combination of both, the built-in IBM Easy Tier® software automatically migrates the most frequently accessed data to the fastest disks to constantly optimize the price-performance ratio.

High-quality, low-touch provisioningIn an industry governed by tight profit margins and fierce competition, Dutch Cloud has to continually find ways to enhance service levels for clients while keeping costs low. When it launched its cloud services in

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Solution componentsSoftware●● IBM SmartCloud™ Provisioning●● IBM Easy Tier®●● Red Hat Enterprise Linux (including

KVM hypervisor)●● Microsoft Windows

Hardware●● IBM Power® 740●● IBM System x® 3650●● IBM Storwize® V7000

“Our monthly recurring revenue has tripled twice in the last year but our operational costs have remained flat.”

—Martijn Van Zoeren, CEO, Dutch Cloud BV

2009, the company used internally developed provisioning tools based on open source technologies. However, according to Van Zoeren, as the company grew, the staff couldn’t keep up with this approach.

“We had to keep changing our tool to support all new versions of VMware, KVM and Microsoft software coming out, and all the new storage versions,” says Van Zoeren. “It was easy to do that when we first started, but we couldn’t maintain it as we grew. We were spending 80 percent of our time maintaining the tool and 20 percent on supporting client requirements.”

Van Zoeren met with IBM representatives to discuss his requirements for cloud provisioning tools. Dutch Cloud needed a solution that would enable rapid provisioning of new cloud services with a high degree of automation. Any new solution had to also support the delivery of ‘white-label’ services, which enables resellers to apply their own branding, marketing and pricing strategies when reselling Dutch Cloud’s infrastructure services.

At the time, IBM was working on its SmartCloud Provisioning offering and invited Dutch Cloud to participate in the beta test.

“We participated in the beta and became the first commercial implementation of the solution in the Netherlands,” says Van Zoeren. “IBM SmartCloud Provisioning is very easy to install and very easy to maintain. We saw that our time spent on maintaining the administration layer changed enormously when we started using IBM SmartCloud Provisioning.”

An important differentiator, says Van Zoeren, is that IBM separates the provisioning layer from the underneath infrastructure so that migrating client infrastructures is transparent.

“Almost all of the provisioning tools today use capabilities within the hypervisor layer, which makes it difficult when migrating client environments into the cloud,” he explains. “You can’t migrate one-to-one a quad-core virtual machine to a six-core machine under this approach. What IBM did with SmartCloud Provisioning is separate the grid layer

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“We decided from the outset to work with a few select providers and our first choice, based on our experience over the last 20 years, was to use IBM systems.”

—Martijn Van Zoeren

from the underneath infrastructure so that we don’t have to depend on the underneath hardware or hypervisor layer. And that makes it very easy for customers to migrate their virtual machines into our service layer.”

He adds, “KVM also saves us a lot of money, because of its lower licensing costs. We are using both KVM and VMware, so IBM SmartCloud Provisioning enables us to bring in customer environments on VMware and reduce costs by moving them to KVM. We’ve also found KVM much easier to install and manage.”

Additionally, Dutch Cloud can not only quickly deploy virtual or physical machines, it can also provision a client’s entire architecture, making a copy of an existing architecture, in just a few hours.

“Our clients are often surprised in terms of the time we need to migrate them to our environment,” says Van Zoeren. “Many think we’ll need 10 to 15 days. In most situations, we can complete the migration in four hours. For one client, we were able to copy an existing development environment and deliver the service in 30 minutes.”

Using the web portal, clients have exceptional control over the resources assigned to them, and are able to adjust these on an ongoing basis with minimal effort and zero disruption. Customers can simply log into the web portal to request one or many virtual machines from the master images in the catalog.

Previously, Dutch Cloud used a cold-standby disaster recovery (DR) strategy, keeping a second physical server on standby for each production server. This meant significant capital expenditure for zero operational benefit, as the standby systems were simply an “insurance policy” to mitigate the impact of losing a production server. Today, the fully virtualized IBM cloud automatically restarts virtual machines on one of the remaining physical servers if a server goes down for any reason. This enables almost instantaneous recovery and allows the standby capacity to be utilized more effectively. For example, Dutch Cloud can integrate its existing IBM Power® 740 servers running IBM AIX® into the environment to offer clients either physical or virtual machines depending on their needs.

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“The IaaS market is going to continue to mature and we’ll see more competition in the coming years. Our technology choices have given us the ability to thrive in this competitive market.”

—Martijn Van Zoeren

White-label services expand market reachThe ability to brand the portal or user interface enables Dutch Cloud to tailor services to individual clients, which helps both with sales and client retention. For example, the company can package services for use by clients with varying degrees of technical expertise, helping Dutch Cloud expand its user base. This also facilitates a new reseller model in which Dutch Cloud provides white-label cloud services to other IT service providers. In this way, the solution has opened up new routes to market for Dutch Cloud, enabling the company to expand its market share and to break into new industry sectors that it might not otherwise have been able to reach. The segregation of resources enables Dutch Cloud to securely delegate control of portions of the cloud to clients and to partners, meeting the requirements of a private cloud for some of the company’s customers.

Measurable ROISince deploying IBM SmartCloud Provisioning software, Dutch Cloud has seen its client base expand significantly. However, the high degree of automation built into the IBM solution has greatly reduced Dutch Cloud’s administrative workload. Now the IT team spends 80 percent of its time on client migrations and only 20 percent of its time on administration—a more than 70 percent decrease in administrative time. The business impact has been tremendous.

“Our monthly recurring revenue has tripled twice in the last year but our operational costs have remained flat,” says Van Zoeren.

With IBM SmartCloud Provisioning software, new services also can be deployed in minutes rather than hours. This places Dutch Cloud in an ideal position to respond rapidly to fluctuating client needs. “With our original tool, it could take almost an hour to provision an extra 200 virtual machines for a client,” says Van Zoeren. “With IBM SmartCloud Provisioning, we can do it in five minutes now. The IaaS market is going to continue to mature and we’ll see more competition in the coming years. Our technology choices have given us the ability to thrive in this competitive market.”

For more informationTo learn more about IBM cloud offerings, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/cloud

For more information about Dutch Cloud, visit: www.dutchcloud.com

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IBM Corporation Software Group Route 100 Somers, NY 10589

Produced in the United States of America February 2012

IBM, the IBM logo, ibm.com, IBM SmartCloud, Easy Tier, Power Systems, Storwize, System x, and Tivoli are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml


Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both.

The content in this document (including currency OR pricing references which exclude applicable taxes) is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. The performance data and client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. It is the user’s responsibility to evaluate and verify the operation of any other products or programs with IBM products and programs. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided. The Dutch Cloud offering is not an IBM product or offering. The Dutch Cloud offering is sold or licensed, as the case may be, to users under Dutch Cloud’s terms and conditions, which are provided with the product or offering. Availability, and any and all warranties, services and support for the Dutch Cloud offering is the direct responsibility of, and is provided directly to users by, Dutch Cloud.

The client is responsible for ensuring compliance with laws and regulations applicable to it. IBM does not provide legal advice or represent or warrant that its services or products will ensure that the client is in compliance with any law or regulation.

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Smarter ComputingIBM Systems and Technology Group Media and Entertainment

For 26 years now, the Fédération Française de Tennis and IBM have been working hand in hand to make Roland-Garros one of the world’s most exciting sports events. As the Official Information Technology and Internet Partner for Roland-GarrosOpen – and for all the other Grand Slam championships – IBM is committed to efficient and innovative data collecting, processing and transmission: statistics, scores, serve speeds and TV graphics.

The official website, www.rolandgarros.com, available in English and French, reflects the partnership’s growing success. One of IBM and the FFT’s prime objectives is to make the tournament accessible to the greatest number of users possible and to draw fans into the heart of the action while reinforcing their environmental commitment

More data for enhanced analysis IBM solutions help to capture, analyze and distribute data on every aspect of the French Open. From scores to schedules to player statistics and serve speeds, a vast sea of data is captured and collated in real time for officials, media and fans, both in the arena and around the world. All this information enables the players and trainers to measure their impressions against reality in order to improve their performance, and the fans to enjoy an immersive experience of the French Open.

Every year, the channels by which fans can access information are enriched. In 2011, iPad and iPhone owners will benefit from live scores, videos and statistics thanks to a Roland Garros-dedicated application (jointly developed by IBM and Orange), and the official site has been fine-tuned to be compatible with the iPad format. Naturally, the m.rolandgarros.com mobile site is still available to smartphones. This year, television viewers will also be able to discover the new possibilities offered by connected TVs based on the new HbbTV standard through an interactive application.

Technology in the arenaIBM Scoring SystemThe primary function of the IBM Scoring System is to collect data from all courts using radars and scorers, and then to store this data on a server, to calculate all relevant statistics and distribute them to all types of media – Internet, television, mobile. IBM produces graphics for 175 TV channels worldwide by consolidating the statistics in real time for each of the broadcast matches. More than 50 overlays integrating data from the scoring database are available and displayed on the screens.

Roland-Garros 2011: 26 years of partnershipSmarter computing from IBM helps turn the simple action of hitting a ball over a net into an event that captivates millions of people worldwide

OverviewThe challenge facing the Fédération Française de Tennis (FFT)To couple innovation and performance with green commitment to increase the tournament’s global visibility while reducing its environmental footprint in a secure environment.

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Speed serve system One of the most visible solutions, the IBM courtside radar gun captures the speed of a serve, immediately transmitting it to the IBM scoring database and displaying the information courtside. Consisting of two electronic displays, this system includes custom-built radars and dedicated software for collecting serve speed, direction and other useful data for statistics.

Emergence of connected TV New in 2011, the development of connected TV is accelerating with the introduction of the recent HbbTV standard. For the first time ever, IBM is offering an interactive application, operated with a remote control that allows users to know more about the players, catch up on the latest tournament news and view the statistics while watching the matches. Viewers can also personalize the data they receive and access additional information on the images being broadcast. This application was designed using the agile development platform WebSphere sMash in a Cloud environment, which reduced and facilitated development work considerably.

The solution• Collecting, processing and dispatching

massive volumes of data about matches, statistics, scores, ball speed, TV graphics etc.,inanefficientandinnovativewaytomeet the players and fans’ expectations.

• Leveraging Cloud Computing by means of a comprehensive, dynamic and smart infrastructure solution, further enhanced in 2010 following migration to a new Green Data Center

• Newserviceonofficialwebsitewww.rolandgarros.com: the IBM PointStream application to track and analyze matches in real time.

• New distribution modes: iPhone and iPad dedicated applications, a site for mobile phones, an interactive application to leverage the new web-connected TVs and links to Facebook and Twitter

• Preventing attacks and intrusions with the IBM Internet Security Systems (ISS) platform, dedicated to risk prevention as well as network and web server security management.

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Taking it beyond the arenarolandgarros.comIn conjunction with the FFT, IBM designs, develops and hosts the state-of-the-art French Open website. More than ever, fans want to be a part of the tournament, even if they are not able to attend. With a more engaging, more immersive and more personalized user experience, rolandgarros.com is attracting a huge number of online fans through integration with social networking applications like Facebook and Twitter and by offering them a chance to comment on articles and photos. The interactive, media-rich online experience of rolandgarros.com allows fans to listen to live radio, review highlights of the day’s play, read blogs and follow the scores from every court as the action happens. It is not surprising that this site was a resounding success last year, with over 9.3 million unique users.

IBM Point Stream New in 2011, the IBM PointStream application allows users to track matches in real time on vivid graphics and to view the statistics calculated throughout the game. By clicking on a spot, you get all the details to better understand the match highlights. IBM PointStream has become an essential, extremely powerful data analysis tool that tennis fans can use during and after the match to enable unique insights.

IBM SlamTrackerSlamTracker provides users with an increased level of personalization and interactivity, allowing them to follow their favorite players using an interactive draw and to track individual matches in as they progress.

Featured Matches This interface, enhanced in 2011, gives real-time access to what is happening, what has happened and what is about to happen.

MobileFans can stay up to date with Roland-Garros wherever they are using their mobile phones, smartphones or digital tablets. Thanks to the new dedicated iPad application, the iPhone application (both jointly developed by IBM and Orange) and the mobile site (m.rolandgarros.com), real-time scores, videos, schedules, draws and player information are available to everyone.

Smarter, more energy-efficient technologyIBM has been the official technology partner for the French Open for 26 years, and over time, this type of partnership has been extended to all four Grand Slam tournaments. This cycle of events triggers a constant stream of innovation, generating smarter and greener technology year after year.

Business Benefits• A sustainable approach thanks to

optimized systems based on IBM hardware, with virtualization helping to minimize energy consumption and maximize server consolidation in the Green Data Center.

• An infrastructure designed to support, throughout the 15-day French Open, traffic100timesheavierthantheyear-roundfigure.

• A constantly enriched website, which drew over 9.3 million Internet users in 2010 for more than 333 million page views (an increase of 47 percent compared to 2008) and a shift to support new media, offering users new insights.

• Real-time security management, automatic detection of threats, reduced costs of security through a centralized approach.

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Harnessing Cloud ComputingThe official French Open website is supported by multiple geographically-dispersed server farms, virtualized as one. In 2006, 60 servers were required to cope with the 100-fold increase in traffic that the site experiences during the Open. Now, Cloud based services are utilized to allocate the appropriate capacity to support the tournament, based on IBM System x and IBM POWER7 processor-based servers. This technology, which boosts performance while reducing energy usage, opens up completely new horizons by providing the ideal platform for each of the workloads generated by the website.

Through virtualization, energy demand has been reduced by up to 40 percent and cooling demand by up to 48 percent. Moreover, IBM has implemented IBM Tivoli® Monitoring and IBM Direct Active Energy Manager in monitoring mode and is adjusting CPU clock speed during non-busy times to further reduce energy demands.

The platform, in secured, private Cloud Computing mode and shared with the other Grand Slam events, enables the FFT to access the services according to tournament needs. This flexible technology allows the rapid creation and dynamic allocation of the resources required for the tournament while offering transparent and real-time access to a multitude of media (Internet, mobile, smartphones, tablets and television). In addition, throughout the development and preparation phase of the new site, the IBM Enterprise Cloud for Roland-Garros Development &Testing solution allows:• reduced operation costs• system allocation or deallocation according to evolving needs • improved resiliency. Year after year, IBM provides new services and handles increased traffic while reducing cost, floorspace requirements and energy consumption.

Managing risk proactivelyThe IBM Internet Security Systems Solution has been deployed in the three centers that make up the site’s infrastructure, enabling:• real-time preventive analysis of vulnerabilities before the infrastructure

is compromised by potential system attacks• automatic detection of all threats, anomalies and infringements of

security rules• immediate assessment of attack impact• vulnerability management and protection• the reinforcement of protective barriers in addition to the firewalls and

other existing technologies.

With IBM Internet Security Systems, the Roland-Garros website benefits from an integrated, proactive approach to security. Combined with centralized monitoring of the entire infrastructure, this solution offers additional benefits: cost control, compliance with regulations.

Solution ComponentsSoftware• IBM® Tivoli® Monitoring• IBM Director Active Energy Manager

Servers• IBM System x®

• IBM POWER7® based servers

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Tomorrow’s “Green” Data Center IBM now provides the four Grand Slam tournaments with one of the world’s most sophisticated data centers in the world. As a result, Roland Garros benefits from a more eco-friendly, energy-efficient solution for managing and hosting its data and strategic infrastructure. Floor space has been reduced by 54 percent and energy demand, by 38 percent in this green, innovative data center! The Maximo heat map implemented in the data center allows instant detection and fast adjustment of energy waste. Thanks to this technology, IBM offers the highest possible level of security, availability and automation while minimizing the carbon footprint.

Roland-Garros, resolutely committed to innovationAccording to Gilbert Ysern, FFT & Roland Garros General Manager, “IT systems are becoming increasingly light and precise.” He explains that Cloud Computing architecture “marks the culmination of the FFT’s efforts seeking primarily to achieve simplification, greater flexibility, reinforced security and reduced production costs through smarter computing.” By supporting the French Open’s growing reach since 1985, IBM has helped turn this international tournament into an event resolutely committed to innovation, to the great satisfaction of fans and tennis players all around the world.

For more informationTo learn more about any of the solutions in this case study, please visit: ibm.com/rolandgarros

To learn more about smarter computing from IBM and how we can help you integrate, automate, secure and transform your IT, contact your IBM sales representative or IBM Business Partner, or visit: ibm.com/smartercomputing

“(The Cloud Computing architecture) marks the culmination of the FFT’s efforts seeking primarily to achieve simplification, greater flexibility, reinforced security and reduced production costs through smarter computing.”

— Gilbert Ysern, FFT & Roland Garros General Manager

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IBM, the IBM logo, ibm.com, Tivoli, System x and POWER7 are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of other IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm.com/legal/copytrade.shtml.

References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Any reference to an IBM product, program or service is not intended to imply that only IBM’s product, program or service may be used. Any functionally equivalent product, program or service may be used instead.

All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions.

IBM hardware products are manufactured from new parts, or new and used parts. In some cases, the hardware product may not be new and may have been previously installed. Regardless, IBM warranty terms apply.

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A large US cityDelivering uninterrupted services to citizens

Smart is...

Creating a proactive servicedelivery model that allows ITstaff to identify recurring prob-lems and institute proactivemeasures to prevent service-affecting problems.

For one large US city, outages and performance issues with city-wideapplications and infrastructure serviceswere increasing costs and negativelyaffecting citizen interactions with cityagencies. By moving to an IntegratedService Management model for its datacenter, the city is gaining the end-to-end visibility, control and automationneeded to make sense of real-timeinformation and deliver high-quality,uninterrupted services despite tightbudgets and headcount constraints.

Economic slowdowns. Budget cuts. Security issues. Aging populations.As cities around the world grapple with these problems, they’re findingthat the key to their success is in using information technology (IT) totransform how they work, collaborate and serve citizens. But as anyorganization in any industry knows, IT glitches can negatively affectcustomer satisfaction and dramatically increase the time and cost asso-ciated with service delivery.

For one large US city, a focus on Integrated Service Management that provides end-to-end visibility, control and automation of essentialcity services is becoming indispensable in its ability to address thesechallenges.

City commissioners and IT staff were specifically concerned with service levels for 29 critical city services that are used by millions ofcitizens. These include its:

● Citizen information hotline that provides citizens with fast and easyaccess to government information and non-emergency services.

● Intranet, which provides a community space and tools for the city’snearly 300,000 employees to share information and work efficiently.

● Data-sharing service that enables agencies to share case informationfor criminal justice investigations, trial preparation and case followup to improve public safety.

● Geographic information system that supports emergency responseand planning operations.

● Online payment systems for parking tickets, property taxes, waterbills and other city services.

● Online public screening tool that city residents can use to determineeligibility for health and human service benefit programs.

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Business benefits● 50 percent reduction in mean time to

repair (MTTR)

● 60 - 90 percent improvement in availability of critical services undermanagement

● Prevented major outages lasting sev-eral hours on the city’s citizen infor-mation hotline and Intranet services

● Enabled the city’s citizen informationhotline center to service an additional7,757 calls per month

“Tivoli Business ServiceManager helps us cutdown on the low-levelnoise and make sense ofreal-time and historicalalerts and events thatare streaming in everyminute of every day.”

—Manager, Network Monitoring Team, LargeUS City

Underpinning these services is an incredibly heterogeneous infrastruc-ture spanning hundreds of agencies and operational teams and com-prising more than 400 servers, 100,000 network devices, 500 databaseinstances and 60,000 telecom circuits.

Given the complexity of this infrastructure, it was difficult for supportstaff to correlate infrastructure issues, find the root cause of a problem,and identify what services were affected. This caused extended per-formance degradation and outages. It also increased the cost associatedwith answering calls from employees and citizens.

“We were monitoring the bits and pieces of our core services, but wedidn’t have the end-to-end visibility for service modeling and trackingSLA performance,” says the city’s Network Monitoring Team manager.“It meant more calls, higher MTTR [mean time to repair], andextended outage durations.”

“Any large organization with distributed operations spanning multiplegroups, agencies or locations have the same challenge in determininghow hundreds of thousands of elements relate to the macro servicesoffered to internal and external users,” adds Mohan Kompella, director of channels and technical sales for Softential, an IBM BusinessPartner that is working with the city to implement Integrated ServiceManagement for its data center.

Smarter Cities: Predicting service problems

Instrumented Real-time server, network and application information along withconfiguration and asset information are automatically collected andfed into service models.

Interconnected Data from 400 servers, 100,000 network devices, 500 databaseinstances and 60,000 telecom circuits is displayed on dashboardsshowing the health of services.

Intelligent Ability to identify trends based on the number and severity of prob-lems for each asset class helps IT staff predict and prevent service-impacting problems.

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Solution components:Software● IBM® Tivoli® Business Service

Manager● IBM Tivoli Composite Application

Manager for Applications● IBM Tivoli Monitoring● IBM Tivoli Netcool®/OMNIbus● IBM Tivoli Netcool/Impact

IBM Business Partner● Softential

New insight into quality of serviceWorking with Softential, the city is creating service dashboards thatprovide real-time visibility into the health of critical services and their constituent components. The solution, which is based on IBM® Tivoli® Business Service Manager, provides IT and city execu-tives with, for the first time, a view of how each service is operating.Staff can drill down on any problem to quickly pinpoint its root causeand proactively identify and resolve performance degradations beforethey result in outages.

Staff can also track key performance indicators (KPIs), such as meantime to repair and the number and severity of service impacting prob-lems for each asset class. This will provide a new level of intelligence toenable IT to identify recurring problems and institute proactive meas-ures so as to avoid service-affecting problems in the first place. Inphase two of the project, dashboard views will be expanded to trackSLA (service level agreement) violations and deliver agency-specificinformation.

To provide this level of visibility, Tivoli Business Service Mangeraggregates and correlates service status from Tivoli software and thirdparty performance monitors in real time. For example, IBM TivoliNetwork Manager monitors network performance across more than100,000 network devices. IBM Netcool®/Impact extracts configurationand asset information from the city’s change management databasefrom BMC Remedy to populate the service models. The software alsopulls data from service tickets along with details on the number of tickets for each component. IBM Netcool/OMNIbus collects and consolidates alarms from all devices and element managers. TivoliComposite Application Manager monitors performance across theapplication stack.

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“With Tivoli BusinessService Manager, citiesand other organizationswith large, dynamicenvironments don’t haveto constantly expandheadcount as theyexpand their services.”

—Mohan Kompella, Director, Channels andTechnical Sales, Softential

The inside story: Getting there

A foundation…The city’s journey to an Integrated ServiceManagement model began in 2006 when Softential worked with IT staff to streamline systems and availability monitoring usingIBM Tivoli software. Previously, each server, application and net-work team used point monitoring tools. “The work we conductedwith the city using Tivoli software to consolidate systems, networkand application alerts laid the foundation,” says Kompella. “Oncethat real-time data was being aggregated, we could then begin dis-cussions about moving into a service model.”

Building a case…The city began discussions with several vendorsin early 2009 regarding the creation of service dashboards based onIT Infrastructure Library® (ITIL®) best practices. “The executivemanagers in the city’s IT department were looking long term at theservice management model but the sentiment wasn’t widespread,”says Kompella. “By building the foundation with IBM Netcoolsoftware and consolidated operations management, we startedsocializing the importance of end-to-end service modeling. Thishelped sell it to the different stakeholders across city agencies.”

A flexible approach…The city selected IBM over another IT solu-tion provider for its ability to consolidate information across itsheterogeneous environment. “The ability of Tivoli BusinessService Manager to tap into back-end Oracle and SQL databaseswas quite useful,” says Kompella. “The other vendor was reallyfocused on the data that its software was already collecting. ButTivoli Business Service Manager could pull from other data sourcesto give a complete picture and enabled us to customize KPIs withdata in external repositories.”

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Benefits of Integrated Service ManagementWhat difference has this new approach made? Already, IT managersare seeing significant improvements in key performance indicators,such as mean time to repair (MTTR) and service availability. Forexample, before it would typically take 2 - 3 hours to investigate andmanage incidents. Now it takes only an hour—a more than 50 percentreduction in MTTR. Availability for key services currently under management has improved 60 - 90 percent. In fact, previously, thecity’s citizen hotline and Intranet services experienced major outageslasting up to four hours about once every three months. Since theimplementation of Tivoli Business Service Manager, the city hasn’t hadany significant outages to these highly visible services. (The citizeninformation hotline receives nearly 1.5 million calls a month and theIntranet is used by about 300,000 employees daily.) Additionally, bysaving about four hours a month to repair problems associated with itscitizen hotline service, the city estimates that it can service an additional 7,757 calls.

“Tivoli Business Service Manager helps us cut down on the low-levelnoise and make sense of real-time and historical alerts and events thatare streaming in every minute of every day,” says the city’s NetworkMonitoring Team manager.

These improvements are helping the city deliver high quality servicesdespite tight budgets and headcount constraints. “With Tivoli BusinessService Manager, cities and other organizations with large, dynamicenvironments don’t have to constantly expand headcount as theyexpand their services,” says Kompella.

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For more informationTo learn more about how IBM can help you transform your business,please contact your IBM sales representative or IBM Business Partner.

Visit us at: ibm.com/tivoli

For more information about Softential, visit: www.softential.com


IBM Corporation1 New Orchard RoadArmonk, NY 10504U.S.A.

Produced in the United States of AmericaSeptember 2010All Rights Reserved

IBM, the IBM logo, ibm.com, Let’s build a smarter planet, smarter planet, the planeticons and Tivoli are trademarks of International Business Machines Corporation inthe United States, other countries or both. These and other IBM trademarked termsare marked on their first occurrence in this information with the appropriate symbol(® or ™), indicating U.S. registered or common law trademarks owned by IBM atthe time this information was published. Such trademarks may also be registered orcommon law trademarks in other countries. A current list of IBM trademarks isavailable on the web at ibm.com/legal/copytrade.shtml

IT Infrastructure Library is a registered trademark of the Central Computer andTelecommunications Agency which is now part of the Office of GovernmentCommerce.

ITIL is a registered trademark, and a registered community trademark of the Officeof Government Commerce, and is registered in the U.S. Patent and TrademarkOffice.


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IBM SoftwareTivoli

Case Study

CDC improves servicelevel agreement levelsby 98 percent

OverviewChallengeWith numerous point managementtools, time-consuming manualprocesses and no single help desk, IT administrators were constantly oper-ating in a reactive mode and faced just90 percent system availability.

SolutionIBM Business Partner Gulf BusinessMachines helped CDC implement an Integrated Service Managementsolution from IBM that increases IT effi-ciency while improving the effective-ness of business services.

Benefit90 percent reduction in average time for root cause analysis; estimated 50 percent reduction in time to supportnew lines of business; 98 percentimprovement in service level agreement(SLA) levels.

The Central Depository Company of Pakistan Limited (CDC) is theonly depository in Pakistan, handling the electronic settlement oftransactions carried out at the country’s three stock exchanges. CDChandles 99 percent of settlements and holds nearly 66.6 billion sharesworth US$17.66 billion in 592 securities (as of February 2010). Thecompany also acts as trustee of assets over US$2.1 billion in 90 fundsfor 25 asset management companies (as of February 2010).

Given the company’s important role in Pakistan’s financial market, any interruptions to service delivery could have significant impact onthe country’s economy. However, CDC’s highly heterogeneous ITinfrastructure presented significant IT management challenges. Key business and support applications run on a variety of databases(IBM® DB2®, Oracle Database and Microsoft® SQL Server); servers (from HP, Dell and IBM, including IBM System x®); networkdevices (from Microsoft, Cisco, Juniper Networks, 3Com and Nortel);and security solutions (from Cisco, Juniper Networks, RSA, Blue Coat,McAfee and Kaspersky Lab). With numerous point management tools,time-consuming manual processes and no single help desk solution, ITadministrators were constantly operating in a reactive mode. Systemsavailability was at 90 percent, and security reporting and monitoringfor regulatory compliance was draining resources and increasing operational costs.

“We did not have end-to-end visibility of our infrastructure,” says SyedAsif Shah, chief information officer, Central Depository Company ofPakistan. “Without this visibility your capacity to learn is reduced.”

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IBM Software Case StudyTivoli

“Root cause analysis usedto average 45 minutes.Now it takes only 5 minutes.”

—Syed Asif Shah, Chief Information Officer,Central Depository Company of PakistanLimited

Moving to Integrated Service ManagementCDC embarked on a strategy with IBM Pakistan and IBM BusinessPartner Gulf Business Machines to implement an Integrated ServiceManagement solution from IBM that would increase IT efficiency andservice quality. Greater visibility into the infrastructure enables CDCIT administrators to proactively address problems before users areaffected. Increased control strengthens compliance with business poli-cies and regulatory mandates while helping administrators identifysecurity vulnerabilities. Automation of manual processes helps optimizestaff productivity and reduce operational risk.

In making its selection, CDC issued a Request for Proposal (RFP) toIBM, Computer Associates and HP. “We went through a comprehen-sive exercise of evaluating what could be delivered and how it would be

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Solution components:Hardware● IBM System Storage® DR550● IBM® System x®

Software● IBM Tivoli® Asset Management for IT● IBM Tivoli Composite Application

Manager for Applications● IBM Tivoli Composite Application

Manager for Transactions● IBM Tivoli Monitoring● IBM Tivoli Monitoring for Microsoft

Applications● IBM Tivoli OMNIbus and Network

Manager● IBM Tivoli Provisioning Manager● IBM Tivoli Security Compliance

Manager● IBM Tivoli Security Information and

Event Manager● IBM Tivoli Security Operations

Manager● IBM Tivoli Service Request Manager®● IBM Tivoli Storage Productivity Center

IBM Business Partner● Gulf Business Machines

“If we wanted to add anew line of business, wewouldn’t need moreresources to manage it.We could probablydeliver the new environ-ment in 50 percent lesstime than before.”

—Syed Asif Shah, Chief Information Officer,Central Depository Company of PakistanLimited

delivered,” says Shah. “We also looked at the price and quality of theproducts, and the business partners who were going to provide theservices. Even if the products have good features, if the business part-ner is not properly trained, they won’t be able to exploit the full poten-tial of the technology. We concluded with IBM based on these factors.”

Reducing complexity of demonstratingcomplianceSecurity operations and compliance was the first area the organizationtackled. CDC used IBM Tivoli® Security Information and EventManager, IBM Tivoli Security Compliance Manager and IBM TivoliSecurity Operations Manager software to:

● Automate log aggregation and provide real-time correlation, analysisand alerts of security events based on business rules.

● Track and report on privileged users’ activities, verifying Who didWhat, When, Where, Where from, Where to and on What, andconfirming compliance of these actions against enterprise securitypolicy during incident and event investigation.

● Proactively identify out-of-compliance systems.● Automate audit and compliance reporting by leveraging the

compliance management modules. This reduces complexity of managing compliance and provides comprehensive reporting to help staff uncover security trends to maintain compliance withISO/IEC 27001. The privileged user monitoring and audit capabilityof Tivoli Security Information and Event Manager has helped reducethe workforce requirement in CDC’s IT information security and internal audit departments.

Security logs are stored in the IBM System Storage® DR550 informa-tion-retention solution to protect against log tampering.

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“We had so many devices and applications sending their logs to pointapplications,” explains Shah. “When thousands of log entries come inon a second-to-second basis, it’s simply not possible to manually corre-late the information. With Tivoli software, we can better manage security compliance and proactively identify any vulnerability.”

Increased visibility improves Quality of ServiceNext, CDC worked with Gulf Business Machines to gain greater visi-bility into service availability and quality using IBM Tivoli CompositeApplication Manager, IBM Tivoli Monitoring, IBM Tivoli OMNIbusand Network Manager, and IBM Tivoli Storage Productivity Centersoftware. The solution enables staff to monitor performance and availability of:

● IBM AIX®, Microsoft Windows® and Linux® based servers, supporting components (e.g., disk, memory and power supply), databases, messaging and collaboration systems, and web services.

● Business applications. Robotic transactions are initiated every sevenminutes across the company’s three main applications. This informa-tion is compared with baseline performance data so administratorscan identify any degradation in service before users are affected.

● Network devices and wide area network links via SNMP traps forproactive fault management and real-time root cause analysis. This iscritical given that the stock exchanges connect with CDC via dial-upor DSL connections as part of the transaction settlement process.

● Enterprise-wide storage area network components. With this, ITstaff can easily determine how much storage space is in use, howmuch is assigned and how much is available to improve capacityplanning.

This increased insight into the health of its IT infrastructure hasdriven a 90 percent reduction in the average time to identify the rootcause of a problem. It has also helped IT administrators increase sys-tems availability from 90 percent to 99 percent.

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“Root cause analysis used to average 45 minutes,” says Shah. “Now ittakes only five minutes. And if there is a problem, the appropriate ITadministrator is automatically alerted and can take care of it in a muchmore proactive manner. This has helped us achieve nearly 100 percentavailability.”

Improving SLA levels by 98 percentIn phase three, CDC streamlined, integrated and automated servicedesk and IT asset management functions based on IT InfrastructureLibrary® (ITIL®) best practices using IBM Tivoli Service RequestManager, IBM Tivoli Asset Management for IT and IBM TivoliProvisioning Manager. This has increased the efficiency of help deskoperations while reducing costs. And by integrating service desk datawith IT asset management information, the organization can reviewthe frequency and nature of issues with IT assets to discover andresolve recurring issues across the environment.

“Before there was no guaranteed turnaround time from the help desk,”says Shah. “Now with promised turnaround times being met withfewer resources, we’ve improved SLA [service level agreement] levelsby 98 percent.”

Enabling business growthAccording to Shah, the new level of efficiency realized in IT is helpingthe company weather the current economic environment. “For the last18 months there was a complete hiring freeze on new resources,” saysShah. “However, we were able to do our business with greater effi-ciency because of this automation and the better visibility and controlwe gained.”

And as the market recovers, Integrated Service Management fromIBM will enable IT to support new business opportunities. “If wewanted to add a new line of business, we wouldn’t need more resourcesto manage it,” says Shah. “We could probably deliver the new environ-ment in 50 percent less time than before.”

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For more informationContact your IBM sales representative or IBM Business Partner. Visitus at: ibm.com/tivoli

You can get even more out of Tivoli software by participating in inde-pendently run Tivoli User Groups around the world. Learn aboutopportunities near you at: www.tivoli-ug.org

For more information on Gulf Business Machines, visit:www.gbm4ibm.com

For more information on the Central Depository Company of PakistanLimited, visit: www.cdcpakistan.com

Additionally, IBM Global Financing can tailor financing solutions toyour specific IT needs. For more information on great rates, flexiblepayment plans and loans, and asset buyback and disposal, visit:ibm.com/financing


IBM CorporationSoftware GroupRoute 100Somers, NY 10589U.S.A.

Produced in the United States of AmericaAugust 2010All Rights Reserved

IBM, the IBM logo, ibm.com and Tivoli are trademarks or registered trademarks ofInternational Business Machines Corporation in the United States, other countries,or both. If these and other IBM trademarked terms are marked on their firstoccurrence in this information with a trademark symbol (® or ™), these symbolsindicate U.S. registered or common law trademarks owned by IBM at the time thisinformation was published. Such trademarks may also be registered or common lawtrademarks in other countries. A current list of IBM trademarks is available on theweb at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml

Linux is a registered trademark of Linus Torvalds in the United States, othercountries, or both.

Microsoft, Windows and SQL Server are trademarks of Microsoft Corporation inthe United States, other countries, or both.

ITIL is a registered trademark, and a registered communitytrademark of the Office of Government Commerce, and isregistered in the U.S. Patent and Trademark Office.

IT Infrastructure Library is a registered trademark of theCentral Computer and Telecommunications Agency which isnow part of the Office of Government Commerce.

Other product, company or service names may be trademarksor service marks of others.

References in this publication to IBM products and services donot imply that IBM intends to make them available in allcountries in which IBM operates.

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TivoliIBM Software Energy & Utilities

Great River Energy is a not-for-profit electric cooperative that generates and transmits wholesale electricity to 28 distribution cooperatives in Minnesota and Wisconsin. These members distribute electricity to more than 1.7 million people. The company has more than 2,500 megawatts of generation and 4,500 miles of transmission lines and has been a long time user of IBM® Maximo® Asset Management software to manage its nearly 110,000 enterprise assets.

The needIn 2004, the company’s IT Support Services team sought to gain better control over its IT assets. Asset information on desktops, laptops, networking, and appliance devices was stored in a Microsoft Access database and staff found it difficult to track service requests and confirm proper software licensing. As the team evaluated available options, it realized that to improve service response and reduce costs it needed an integrated approach that could standardize incident, service request and change management processes across three major organizations: operations, transmission and generation, and the IT help desk. “We made a choice at that time: We could have one system that does asset management, and another system that does the rest, and we could spend our time integrating these systems and passing data back and forth, or we could find one solution that does it all,” says Melanie Eisenbraun, manager, IT Support Services, Great River Energy. “We chose one solution that does all.”

The solutionUsing an Integrated Service Management solution based on IBM Tivoli Service Request Manager® software, Great River Energy has a single window to monitor, manage and report on incidents, service requests, internal work requests, and change requests. IBM Tivoli® Asset Management for IT and IBM Maximo Asset Management software provide visibility into the company’s more than 110,000 enterprise and IT assets spread across Minnesota.

Great River Energy Improving service management

Overview

Great River Energy

Maple Grove, Minnesota

www.greatriverenergy.com

Solution components:• IBM®Maximo®AssetManagement

• IBMTivoli®AssetManagementforIT• IBMTivoliServiceRequestManager®

“The seamless integration between the IT and the asset management functionality made IBM Tivoli software the right choice for us.”

—JadeWarren,SeniorITSupportAnalyst,GreatRiverEnergy

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http://www.greatriverenergy.com

“Our transmission and generation division has used IBM Maximo extensively for 15 years to manage enterprise assets, but many of the devices that they have are becoming more IT in nature,” says Jade Warren, senior IT support analyst, Great River Energy. “The seamless integration between the IT and the asset management functionality made IBM Tivoli software the right choice for us.”

With Tivoli Service Request Manager, the IT Support Services team can easily process, track and prioritize service requests and incidents based on impact to the business. More than 13,000 tickets are created annually. Ticket templates allow work order fields to be pre-populated with information already entered into the service request and provide predefined activities to help support staff more quickly resolve known problems. Any major incident is highlighted on the bottom of the screen so analysts can quickly view who the project owner is, when the incident was registered, when it was escalated and the status. In cases where a request is escalated to another department, the software enables the team to continue to track progress and provide users with a single point of contact within IT.

“Both our facilities and system operations groups utilize our same ticketing process—same application, same workflow—and it makes it really easy to maintain, train and track information,” says Warren. “You create one screen, you maintain one screen, you document one screen, you train on one screen. Our former service management tool made the process very inefficient and was not conducive to good reporting.”

The benefit• Helps IT Support Services team close nearly 40 percent of tickets

(incidents and service requests) within two hours and complete 85 percent without escalation

• Increases efficiency to enable team to improve service delivery while lowering costs

• Enables more efficient use of existing assets and reduces unnecessary purchases through an enterprise-wide view of all assets

• Enables existing team to support more work

For more informationTo learn more about IBM Tivoli software, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli



Produced in the United States of America January 2012

IBM, the IBM logo, ibm.com, Maximo and Tivoli are trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or TM), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. Other product, company or service names may be trademarks or service marks of others. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml

Microsoft and Access are trademarks of Microsoft Corporation in the United States, other countries, or both.


The performance data and client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. It is the user’s responsibility to evaluate and verify the operation of any other products or programs with IBM products and programs. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.

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IBM SoftwareTivoli

Case Study

BPCL: Consolidating andstreamlining IT servicesacross geographies

OverviewChallengeAs user demands and technologybecome increasingly complex, problemresolution was becoming more time-consuming and costs to maintainquality services were escalating.

SolutionBPCL implemented IBM Tivoli ServiceRequest Manager to augment itsCentralized Service Desk and combineservice desk and service catalogcapabilities on top of a commonprocess automation platform for a “one touch” IT experience.

BenefitHelps staff manage incidents andproblems more efficiently; enables staff to restore critical services in record timeframes; minimizes servicedesk calls.

Bharat Petroleum Corporation Limited (BPCL) is one of the globalFortune 500 companies engaged in refining and marketing petroleumproducts across India to the large Indian populace. The corporationoffers products and services that have been designed to serve a widerange of customers with a wide range of products like LPG, Kerosene,Diesel, Petrol, ATF, Lubricants, etc., and hence fuelling locomotives,industries, homes and airplanes. It retains the status as an organizationthat embraces technology early and puts it to use for business benefits.

Business needBPCL has experienced unprecedented growth in the past few yearsand, as a result, its geographical spread has also been enormous. Today,various strategic business units (SBUs) are spread across the country,accessing the centralized enterprise application housed in a central data center.

In such a volatile, growing and ever-changing IT environment, BPCLwas looking for efficient service desk capability that delivers criticalsupport to the entire organization by keeping key business systems and services available and reliable. As user demands and technologybecomes increasingly complex, problem resolution was becoming more time-consuming and costs to maintain quality services wereescalating. BPCL wanted to implement a solution that consolidatedand standardized IT services across geographies, business units and IT systems.

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Today, with IBM TivoliService RequestManager, BPCL’sCentralized ServiceDesk team efficientlycaters to IT issues ofmore than 7,000 staffacross the organizationwith an average of7,000 calls per month.

BPCL transitioned from a regional help-desk model to a CentralizedService Desk (CSD) concept, to improve service, optimize operationalcosts and offer a time-bound resolution to employee problems.

Solution: IBM Tivoli Service Request ManagerBPCL implemented IBM® Tivoli® Service Request Manager® toaugment the functioning of its Centralized Service Desk and combineservice desk and service catalog capabilities on top of a commonprocess automation platform to provide a seamless, unified solution forall aspects of service requests, offering a “one touch” IT experience.

This integrated service desk software helped BPCL streamline andautomate key service support processes to:

● Streamline IT Infrastructure Library® (ITIL®) based incident andproblem management processes for more rapid service restoration.

● Increase the availability of critical IT services.● Standardize and drive consistency and repeatability in IT service

delivery with IT service catalog offerings.● Help optimize productivity of service desk personnel and increase

end-user satisfaction.● Align IT operations with BPCL’s line of business through service

level management.● Assign and track SLA compliance to BPCL’s service requests.

Key business benefitsTivoli Service Request Manager has helped BPCL manage incidents and problems more efficiently, restore critical services inrecord timeframes and minimize service desk calls. Some of the otherbusiness benefits being extended to BPCL are covered below. Today,with Tivoli Service Request Manager, the Centralized Service Deskteam efficiently caters to the IT issues of more than 7,000 staff acrossthe organization with an average of 7,000 calls per month (includingsystem-related calls).

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Solution components:Software● IBM® Tivoli Enterprise Console®● IBM Tivoli® Service Request

Manager®

IBM Tivoli ServiceRequest Manager hashelped BPCL manageincidents and problemsmore efficiently, restorecritical services in record timeframes and minimize servicedesk calls.

A streamlined service deskThe Service Desk component of Tivoli Service Request Manager hasenabled a single point of contact to automate incident and problemmanagement at BPCL. Built-in features streamline service deskfunctions and configure workflows and escalation across BPCL, while a searchable knowledgebase delivers fast answers to help-desk agents.Additional features include:

● Dashboards that provide real-time performance views● Out-of-the-box content such as workflows, templates, key

performance indicators (KPIs), queries and reports● Remote diagnostics capability and much more

A versatile service catalogThe Service Catalog component of Tivoli Service Request Managerhas allowed BPCL employees to select services directly from a catalog,helping BPCL to lower the cost of providing services. Options canrange from simple end-user services such as password reset, to morecomplex services such as provisioning a server or upgrading anapplication environment.

Automated incident and problem managementTivoli Service Request Manager acts as a single point of contact to help manage service requests, incidents and problems at BPCL.Through a built-in workflow and escalation engine, Tivoli ServiceRequest Manager enables the Centralized Service Desk team to set escalation thresholds to implement proactive business processautomation. For example, the team can configure the application toautomatically respond based on ticket type or event classification. Withthese features, the Centralized Service Desk team can quickly prioritizeand respond to most business-critical events, helping to improveefficiency and speed time to resolution.

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Integration with office email infrastructure to serve remote usersToday BPCL personnel can register service requests through the self-service portal. They can also call the Centralized Service Desk24x7 toll-free number for help. Additionally, BPCL has integratedTivoli Service Request Manager call-management functionality with itsemail infrastructure to efficiently serve staff posted at remote locationswhere network bandwidth has been a challenge. The email feature hasbeen enriched with creation, updates and closure of call by providingsimple and basic information in the system.

Integration with Tivoli Enterprise Console for system-generated incidentsApart from the user-related services, BPCL wanted IT systems, such as servers, network links, applications, and operating systems tomove under the umbrella of IT Services Management. As a result,BPCL, with the help of IBM, implemented the first ever seamlessbidirectional integration of Tivoli Service Request Manager withIBM Tivoli Enterprise Console® for system-related incidents. Thishelps BPCL meet its business requirement in terms of systemsavailability. It has also enabled BPCL to automatically ‘create andclose’ the incidents in Tivoli Service Request Manager based on theseverity of alerts at the Tivoli Enterprise Console level and to manageservice level agreements (SLAs) for uptime.

Dashboards for real-time performance viewsOut-of-the-box real-time dashboards provide BPCL’s CentralizedService Desk team insight into multiple levels of service deskoperations so that support staff, managers and executives can monitorrole-based key performance indicators using an intuitive, graphicaldisplay from any web client. Dashboards provide actionableinformation and can identify potential problem areas, helping supportstaff to take appropriate corrective actions before critical services areadversely affected.

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Managing service level agreements and generatingcustomized MIS reportsThe ability to create and track service level agreements has helpedBPCL prioritize critical business functions according to responsethresholds set. Also leveraging the Tivoli Service Request ManagerActive Directory integration feature, BPCL could populate employee-specific information (designation, job group, mobile number, staffnumber, department, etc.) in the Tivoli Service Request Managerdatabase. This helped BPCL prioritize calls based on designation/jobgroup and call registration using staff numbers. Further with somecustomization leveraging the crossover domain concept, BPCL couldnow maintain the hierarchy of classification. Each classification definedin the system contains the parent hierarchy in description field. Thishelped BPCL in generating MIS reports. Also, the identification ofeach call became much easier as compared with default one with thiscustomization. BPCL today uses Tivoli Service Request Manager tomanage service levels for ticket management, service restoration,vendors and service delivery.

Self-service featuresA key factor in reducing calls to the service desk and improvingcustomer satisfaction is to enable users to proactively address their own issues, both through the service desk and the service catalog. With Tivoli Service Request Manager, BPCL users have easy access to 24x7 service support. Self-service functionality empowers end usersto submit, update and review incidents via a web browser, as well as to search for solutions to common problems and browse throughfrequently asked questions (FAQs). Through this functionality, BPCLusers have become more self-sufficient, thereby helping to reduceservice desk calls.

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For more informationContact your IBM sales representative or IBM Business Partner. Visit us at: ibm.com/tivoli

You can get even more out of Tivoli software by participating inindependently run Tivoli User Groups around the world. Learn aboutopportunities near you at: www.tivoli-ug.org

For more information on Bharat Petroleum Corporation Limited, visit: www.bharatpetroleum.com

Additionally, IBM Global Financing can tailor financing solutions toyour specific IT needs. For more information on great rates, flexiblepayment plans and loans, and asset buyback and disposal, visit:ibm.com/financing



Produced in the United States of AmericaJuly 2010All Rights Reserved

IBM, the IBM logo, ibm.com and Tivoli are trademarks or registered trademarks ofInternational Business Machines Corporation in the United States, other countries,or both. If these and other IBM trademarked terms are marked on their firstoccurrence in this information with a trademark symbol (® or ™), these symbolsindicate U.S. registered or common law trademarks owned by IBM at the time thisinformation was published. Such trademarks may also be registered or common lawtrademarks in other countries. A current list of IBM trademarks is available on theweb at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml

IT Infrastructure Library is a registered trademark of the Central Computer andTelecommunications Agency which is now part of the Office of GovernmentCommerce.

ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent andTrademark Office.

Other product, company or service names may be trademarks or service marks of others.

This case study is an example of how one customer uses IBM products. There is noguarantee of comparable results. References in this publication to IBM products andservices do not imply that IBM intends to make them available in all countries inwhich IBM operates.

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IBM SoftwareTivoli

Case Study

Central DepositoryCompany resolves ITissues ninefold fasterIBM Tivoli application performance monitoringsolutions improve customer satisfaction

OverviewThe need

CDC’s IT organization struggled to main-

tain customer satisfaction due to the lack

of proactive management tools for its

business-critical IT services. Privileged

user monitoring and auditing were limited

and reactive, and customer satisfaction

was low.

The solution

The company implemented an end-to-

end, application performance monitoring

solution from IBM Tivoli that reduced the

amount of time the IT team spent fighting

fires and helped them refocus on creating

business value.

The benefit● Ninefold faster resolution of problems● 79% decrease in time dealing with

customer complaints● 99.5% availability vs. 98% previously

Capital markets in Pakistan grew at a rapid rate during the 1990s, leadingto a sizable increase in trading volume. However, the process for settlingtrades relied on a paper-based system. The manual system was plaguedwith lengthy delays, risk of damage, loss, forgeries, duplication and considerable investment in time and capital. With increased volume, thephysical settlement of certificates was no longer feasible.

The Central Depository Company of Pakistan (CDC) was established tomodernize Pakistan’s capital markets and serve as the country’s sole cen-tral depository system (CDS) handling the electronic settlement of equity,debt and other financial instruments from all three of Pakistan’s stockexchanges. Today CDC provides depository services to a wide range ofcapital markets participants, such as custodian banks, stock brokers, stockissuers, asset management companies, fund trustees, registrar transferagents, clearing companies and stock exchanges.

CDC has approximately 350 employees in eight offices in five cities, andis headquartered in Karachi. The company settles over 100 million tradeswith a value of approximately 60 million USD on a typical day, but during heavy trading periods, the volume can be three times that.

Lacking application performance monitoringtoolsThe responsibility for keeping CDC’s IT systems running smoothly fallsto CDC’s IT department.

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“With more time avail-able to focus on revenueenhancing activitiesthanks to the Tivoli solution, CDC has beenable to offer various newservices to its existing andnew customers. This position has allowedCDC to sail through therecession that has affectedglobal markets for thelast two years.”

—Shah Muhammad Ishaq, Senior Manager

of IT, CDC

Keeping CDC’s systems healthy was not always an easy job for CDC IT.Not long ago, the organization struggled to maintain customer satisfac-tion due to the lack of sufficient proactive management tools for its business-critical services to its customers and internal users. The organi-zation specifically lacked application performance monitoring tools tomaintain performance and availability for applications, databases and their end users.

Insufficient privileged user monitoring andaudits (PUMA)“Though point solutions were used, there were no centralized logs man-agement and thus no correlation of efforts to resolve problems,” saysShah Muhammad Ishaq, senior manager of IT. “At best, we relied onmanual, cumbersome mechanisms to record and report noncompliance of information security policy requirements. Privileged user monitoringand audits (PUMA) was limited and mostly reactive.”

Privileged users are those members of the IT team who have access tobusiness-critical databases, servers and their operating systems, storage,network and security appliances, and critical applications such as ActiveDirectory and Microsoft® Exchange. They are monitored to safeguardCDC from a variety of insider threats including data leaks, computerfraud and system compromises. The corporate information security policy calls for establishing controls to this effect, and the impact of notbeing able to fully meet the requirement is huge. These controls helpestablish the company’s reputation and enable the continuation of its busi-ness license to operate in this area, in which CDC is the sole operator.

Low customer satisfactionBeside issues with PUMA, IT Minds had very limited end-to-end visibil-ity, too many point management tools, no automated service desk andasset management lifecycle management and no proactive way of deter-mining end-user experience for business-critical applications. Customercomplaints were the only means of spotting problems, and by then it was too late. Problem resolution time was running about 45 minutes onaverage—and customers were often frustrated.

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Solution components:Software● IBM® Tivoli® Asset Management

for IT V7.1● IBM Tivoli Compliance Insight

Manager V8.5● IBM Tivoli Composite Application

Manager V6.2.0.1● IBM Tivoli Monitoring V6.2.1 and V6.2● IBM Tivoli Monitoring V6.2● IBM Tivoli Network Manager Entry

Edition V3.7● IBM Tivoli Provisioning Manager V5.1● IBM Tivoli Security Operations

Manager V4.1.1● IBM Tivoli Security Compliance

Manager V5.1.1● IBM Tivoli Service Request

Manager V7.1● IBM Tivoli Storage Productivity Center

Standard Edition V3.3.2● Application performance monitoring

A large portion of the IT team was occupied in fire-fighting situations, sotheir focus on new business opportunities leading to enhanced revenueswas limited. “In order to compensate for this situation, often we had toextend our business hours, which resulted in both customer dissatisfactionand damage to employee morale,” says Ishaq. “Our regulator, theSecurities and Exchange Commission of Pakistan, could have possiblyassigned our license to another operator or imposed a heavy penalty onus. A proactive Application Performance Monitoring (APM) solution wasa key requirement for our business to operate effectively and profitably.”

Implementing proactive APM solutionThe IT team floated an RFP to IBM as well as two competitors—HP and CA. IBM and CA were the only companies to propose a total solu-tion, and IBM’s was judged more comprehensive. The IBM solution consisted of:

● IBM® Tivoli® Network Manager Entry Edition software, which helpsidentify underutilized resources and simplifies patch managementthrough a single, centralized dashboard to monitor all network devicesand wide area network (WAN) for proactive fault management.

● IBM Tivoli Composite Application Manager– For Response Time, which automates robotic transactions and

monitors business applications in real time to help manage key performance indicators (KPI) to automatically establish baselines for each domain to compare real-time performance levels.

– For Web Resources, which provides an automated mechanism tomonitor the performance and availability of critical business applications.

● IBM Tivoli Security Operations Manager software, which automatesthe aggregation of security events and analysis across IT silos in realtime to vastly improve security incident handling.

● IBM Tivoli Compliance Insight Manager software, which provides adashboard and ISO 17799 management module used for user audit andpolicy compliance checks and for logging continuity reporting.

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● IBM Tivoli Security Compliance Manager software, which allows thecompany to proactively assess out-of-compliance system configurationsand generate compliance reports on servers and desktops against prede-fined CDC policies, freeing administrators and IT auditors from time-consuming manual security scans.

● IBM Tivoli Provisioning Manager software, which automates enterprise-wide software and software patch installations and supportscompliance against baseline configuration and remediation.

● IBM Tivoli Monitoring software solutions.– For Active Directory.– For Databases.– For Messaging and Collaboration.

● The Tivoli Monitoring solutions help manage the availability and performance of:– IBM AIX®, Windows®- and Linux®-based servers

and related services– Components such as disks, memory and power supplies– Processor, memory and disk utilization against defined thresholds– Databases, messaging and collaboration systems and Web services

● IBM Tivoli Storage Productivity Center Standard Edition software,which provides the ability to monitor performance and availability ofenterprise-wide storage area network (SAN) components from a singleconsole to maintain and report on complete utilization statistics to aidin capacity planning.

● IBM Tivoli Service Request Manager software, which functions as asingle help desk to support all issues and requests involving the ITinfrastructure and the other Tivoli components, generating auto-ticketsto be picked up by first- and second-line IT support teams.

● IBM Tivoli Asset Management for IT software, which is used to maintain the lifecycle of all IT assets including servers and desktops, as well as other hardware and software.

IBM Premier Business Partner Gulf Business Machines installed the soft-ware and implemented part of the overall solution.

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Focusing on creating business value“With the implementation of the Tivoli application performance moni-toring solution we are now able to proactively manage servers, databases,storage, network, customer experience and privileged user activities forthe identification and rectification of problems,” says Ishaq. “This hashelped free up IT resources to focus more on creating value to the busi-ness rather than running operations only. Also, because of the generalbusiness recession in the last two years, CDC had to freeze hiring onvacant positions including those in its IT department. But because of theimplementation of a proactive IT services management solution fromIBM Tivoli and its continuous optimization, the IT department has beenable to work with a more limited workforce while attaining even higherlevels of effectiveness.”

Ninefold faster time to resolutionProblems that previously were taking 45 minutes to resolve now take five minutes—a ninefold faster response.

“Prior to the IBM Tivoli solution, the IT team spent approximately 21 hours per week dealing with customer complaints,” says Ishaq. “Nowthat time has been cut to 4.5 hours per week—a 79 percent decrease.”

Availability now is 99.5 percent as opposed to 98 percent previously. Andwith such a high availability record, reliance on CDC services hasincreased tremendously. “With more time available to focus on revenueenhancing activities thanks to the Tivoli solution, CDC has been able tooffer various new services to its existing and new customers,” Ishaq con-cludes. “This position has allowed CDC to sail through the recession thathas affected global markets for the last two years.”

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For more informationContact your IBM sales representative or IBM Business Partner, or visit us at: ibm.com/software/tivoli

For more information on Central Depository Company, visit:www.cdcpakistan.com

For more information on IT Minds, visit www.itminds.biz

For more information on Gulf Business Machines, visit: www.gbm4ibm.com

To learn more about how IBM can help you transform your business,please contact your IBM sales representative or IBM Business Partner.

Visit us at: ibm.com/smarterplanet

Additionally, financing solutions from IBM Global Financing can enableeffective cash management, protection from technology obsolescence,improved total cost of ownership and return on investment. Also, ourGlobal Asset Recovery Services help address environmental concerns withnew, more energy-efficient solutions. For more information onIBM Global Financing, visit: ibm.com/financing


IBM CorporationSoftware GroupRoute 100Somers, New York 10589U.S.A.

Produced in the United States of AmericaApril 2011All Rights Reserved

IBM, the IBM logo, ibm.com and Tivoli are trademarks or registered trademarks ofInternational Business Machines Corporation in the United States, other countries, orboth. If these and other IBM trademarked terms are marked on their first occurrence inthis information with a trademark symbol (® or ™), these symbols indicate U.S.registered or common law trademarks owned by IBM at the time this information waspublished. Such trademarks may also be registered or common law trademarks in othercountries. A current list of IBM trademarks is available on the web at “Copyright andtrademark information” at ibm.com/legal/copytrade.shtml

Microsoft and Windows are registered trademarks of MicrosoftCorporation in the United States, other countries or both.

Linux is a registered trademark of Linus Torvalds in the UnitedStates and other countries.

Other product, company or service names may be trademarks orservice marks of others.

This case study is an example of how one customer usesIBM products. There is no guarantee of comparable results.

References in this publication to IBM products and services donot imply that IBM intends to make them available in allcountries in which IBM operates.

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Smarter ComputingIBM Systems and Technology Group Computer Services

With more than 1,900 employees, a distribution network in excess of 1,000 partners and more than 85,000 clients, Zucchetti Group is an undisputed landmark in the Italian ICT (information, communication, technology) sector.

Zucchetti Group also operates worldwide, in the U.S. and in most major European, North and South American, Middle Eastern and North African countries. Zucchetti Group strives to deliver excellence in products and services and to develop innovative solutions to support customers’ requirements.

Zucchetti Group’s competitive edge includes advanced technological know-how and in-depth knowledge of management and production processes and skills acquired in different market sectors. There are more than 20 Zucchetti Group companies, and their clients include small, medium and large businesses, banks, insurance companies, central and local public administrations and professionals, both in Italy and worldwide.

The need for a long-term growth strategyZucchetti Group is expanding rapidly, with constant requests to add more capabilities for its clients. Adding more physical servers and storage was an unsustainable approach, as some 700 servers had already filled the company’s data centers near to the limits of physical space and energy consumption. Zucchetti wanted to find a way to meet new client demands, to add business continuity and disaster recovery services, and to enable a long-term growth strategy.

Zucchetti Group dramatically improves its customer service With smarter computing from IBM

OverviewThe needZucchetti Group is expanding rapidly, and faces constant requests to add more capabilities for its clients. Adding more physical servers and storage was unsustainable, as some 700 servers had already filled the company’s data centers near to their limits. Zucchetti Group also wanted to add business continuity and disaster recovery services, and to enable a long-term growth strategy.

The solutionIBM provided a complete cloud-based, end-to-end, turn-key solution, based on a range of IBM technologies including IBM® BladeCenter® with BladeCenter HX5 blades, IBM XIV® Storage Systems, IBM Tivoli® Service Automation Manager, IBM Systems Director Standard Edition 6.2, IBM BladeCenter Open Fabric Manager and VMware® vSphere™ virtualization.

The benefitAround 700 physical systems have been replaced by 16 IBM BladeCenter HX5 blades, a reduction of more than 97 percent. Rack space requirements have been cut by around 94 percent, from 578U to 32U. Energy costs have been cut from over €300,000 to around €10,000 annually, a better than 97 percent improvement. The IBM solution delivers a flexible, scalable and resilient infrastructure and supports a full disaster recovery service.

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Entering the cloudIt was clear that the existing and growing IT infrastructure of more than 700 servers was becoming too expensive and complex to manage. Working with IBM Global Technology Services, Zucchetti Group developed a strategy that would cut costs and improve performance by moving away from reliance on physical systems and introducing virtualized, cloud-based services for its applications.

The IBM Global Technology Services cloud solutionIBM Global Technology Services designed an elegantly simple cloud solution based on two IBM BladeCenter H chassis, each with eight IBM BladeCenter HX5 blades. Each chassis was shipped with its own rack, console and peripherals for installation at two different sites, to provide a high level of service continuity.

The BladeCenters are managed by IBM Systems Director Standard Edition and IBM BladeCenter Open Fabric Manager. Using VMware vSphere, each of these enormously powerful blade servers supports multiple virtual environments.

To manage growing data storage needs, Zucchetti Group replaced its existing storage devices with two IBM XIV Storage Systems, each offering 43 TB capacity. One was installed at each data center.

The XIV units support Zucchetti Group’s applications and data, and the company uses the built-in synchronous and asynchronous replication services to copy data between locations to ensure that critical data is always protected.

The two data centers are connected using four Cisco MDS 9148 multi-layer fabric storage switches, provided and configured by IBM. Zucchetti Group uses IBM Tivoli Service Automation Manager to monitor and manage its applications and devices, and IBM Tivoli Service Request Manager provides remote support requests, implemented by IBM Global Technology Services.

Designed for Data• Zucchetti Group provides processing and

analytics services for hundreds of clients accessing applications and data on the two IBM XIV Storage System units, each of which has 43 TB of capacity.

Tuned to the Task• Workload is assigned to virtual servers

on IBM BladeCenter HX5 blades, with VMware vSphere automatically allocating capacity according to workload demands. Zucchetti Group has cut its server landscape from 700 machines to just 16 IBM BladeCenter HX5 blades, shared between two IBM BladeCenter H chassis.

Managed in the Cloud• Client users know little or nothing about

the physical BladeCenter HX5 blade servers and XIV Storage Systems. Clients request services from Zucchetti Group, which provides the necessary resources. Tivoli Service Automation Manager helps control the VMware vSphere environment to ensure service delivery targets are achieved, with automatic data storage capacity delivered by the XIV Storage Systems thin provisioning feature.

Driving Innovation• Zucchetti Group is now changing its

business model from purely reacting to client demands to a cloud-enabled infrastructure that can be re-shaped and re-molded to meet new growth and higher workload on-the-fly, with no wait time and no increase in costs.

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The result is a solution that uses a high degree of automation to ensure reliable, continuous operation. Applications reside on virtual servers supported by the BladeCenter HX5 blades, and users need to know little or nothing about how those physical servers are configured. VMware vSphere automatically adjusts virtual server resources to ensure service delivery targets are achieved.

The XIV Storage Systems deliver storage capacity according to need, and the complexity of managing multiple devices from several vendors has been eliminated. Automated storage allocation using thin provisioning has removed the need for detailed storage management, and in-built data replication across the two data centers ensures that data is always protected against disaster.

Reaping the benefitsZucchetti Group is using virtualization to deliver a private cloud where provision of processing and storage capacity is automated, resulting in a dramatic reduction of floor space and energy consumption. The 700 physical systems have been replaced by just 16 IBM BladeCenter HX5 blades, a reduction of more than 97 percent. Rack space requirements have been cut from 578U to 32U (around a 94 percent improvement), and energy costs have been cut from over €300,000 to around €10,000 annually (a better than 97 percent improvement).

The twin IBM BladeCenter and XIV solution at each data center provides the disaster recovery and resilience services that Zucchetti required. Data centers that were reaching their limits in terms of space and energy can now comfortably support almost 20 times the total workload of the previous solution, without any need to add rack space or upgrade their power supplies.

For more informationTo learn more about smarter computing from IBM and how we can help you integrate, automate, protect and transform your IT, contact your IBM sales representative or IBM business partner, or visit: ibm.com/smartercomputing

Solution ComponentsHardware• IBM® BladeCenter® H Chassis• IBM XIV® Storage System

Software• IBM Tivoli® Automation Manager• VMware® vSphere™ • IBM Systems Director• IBM BladeCenter Open Fabric

Manager

Services• IBM Global Technology Services

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IBM Italia Circonvallazione Idroscalo 20090 Segrate (MI) Italy

Produced in Italy November 2011 All Rights Reserved

IBM, the IBM logo, ibm.com, BladeCenter, XIV and Tivoli are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of other IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm.com/legal/copytrade.shtml.






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IBM SoftwareTivoli

Case Study

Retail paymentsprocessor to makenetwork 100 percentavailable

OverviewThe needAs part of the company’s five-year project to redesign and reengineer theway financial institutions and retailersconnect with it, the company had toprovide member banks 100 percentavailability of its financial network fordebit and credit card transactions.

The solutionWorking with IBM, this retail electronicpayments processor implemented anintelligent networking solution thatenables it to configure network devicesquickly and efficiently, without errorsduring the transaction process.

The benefitReduced operating costs throughgreater efficiency (75 percent time sav-ings) and better resource utilization;improved team collaboration for greaterstaff productivity.

Managing mission-critical networks has become almost as complex astrying to launch the Space Shuttle. Just ask the director of IPManagement at this large retail electronic payments processor. “Wehave our own maintenance windows, and so do our customers,” hesays. “We’re trying to align the stars to find windows of time with theleast impact on us and them. With hundreds of customers, it’s nearlyimpossible.”

The company’s business relies on the network because if memberfinancial institutions can’t connect with it to process payments, then itstransaction processing grinds to a halt. The company launched anambitious five-year project to completely redesign and reengineer theway financial institutions and retailers connect with it.

“It’s a massive project,” explains the director of IP Management.“There are more than 300 member financial institutions, each withdual redundant connections to centers in the US and six devices ateach site.”

Multiply six by 300 and the result is a network so large that manage-ment is daunting and resource intensive. A staff of 20 handles mainte-nance, and manages security and operation for the company andassociated customer devices across the United States. Changes andconfiguration management had become increasingly time consuming,manually intensive and error prone.

“We had, depending on need, an army of network engineers workingthrough the night,” says the director of IP Management. “We realizedwe needed to automate all our maintenance steps.”

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“We had, depending onneed, an army of network engineersworking through thenight. We realized weneeded to automate allour maintenance steps.”

—Director, IP Management, Retail ElectronicPayments Processor

Intelligent network automationOne of the company’s primary business objectives is making its network 100 percent available for member banks. Considering thefinancial consequences of downtime and the complexity of this pay-ments network, the company needed a comprehensive, standard way tomanage its network.

That’s when the electronic payments processor turned to Intelliden,now an IBM Company. The organization is in the process of rollingout IBM® Intelliden™ R-Series solution (now IBM Tivoli® Netcool®Configuration Manager), and the director of IP Management expectsthat over time the solution not only will enable his company to com-pletely automate network change and configuration management, butalso will help to improve regulatory, security and network compliance.

The solution under deployment at the company is a working exampleof “intelligent automation” of network device configuration—the keyto maintaining accuracy in dynamic and complex networks. Unlike thebasic script-based approaches to network management, the solution’smodeling approach provides a generic representation of the functional-ity, capabilities and hardware of devices. It is the basis for understand-ing if a device can support a specific service, what role it provides tothe network and how it is currently being used.

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Solution componentsSoftware● IBM® Intelliden™ R-Series platform

(now IBM Tivoli® Netcool®Configuration Manager)

“With this solution, we can issue global configuration changeswithin hours ratherthan weeks.”

—Director, IP Management, Retail ElectronicPayments Processor

As part of its modeling capabilities, the solution also provides the com-pany with a single location where all devices can automatically be con-figured and changed. This way, the electronic payments processorcompany can manage an unlimited number of devices, as well as anunlimited number of policies for compliance and security—all from acentral location.

These technical differences add up to a major business advantage forthe company: efficient, cost-effective and secure management of thenetwork through automation of network change and configurationmanagement.

Making network configuration changes within hoursUsing IBM Software, the company can configure devices quickly andefficiently, without errors during the process. “With this solution, wecan issue global configuration changes within hours rather thanweeks,” explains the director of IP Management.

In addition, the company’s network engineers can now look at the net-work holistically, instead of as a complex set of far-flung components.They have confidence in the solution’s ability to make the necessarychecks before it enacts the configuration. This enables mass configura-tion with clear accountability.

Prior to this, the team checked configurations again and again to main-tain confidence. The team’s trust in IBM Software is also bolstered bythe fact that the solution can maintain a real-time status of the networkby tracking not only the changes it makes, but also those made manu-ally or using other tools.

Improved collaborationAs an added benefit, IBM Software is helping the company’s team ofnetwork managers, engineers and staff to collaborate better, and that’spromoting increased efficiency (75 percent time savings) to help reduceoperational costs. At this company, engineering is responsible fordesigning network changes and support staff for managing their deliv-ery. With IBM Software, both teams have the assurance they need tocarry out their distinct roles.

“Before, because of a lack of trust and confidence, engineering oftenhandled both roles, but now engineering can focus on more strategicactivities,” says the director.

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Another important capability is the solution’s ability to map out theentire command set for Cisco IOS—Cisco’s operating system for net-work devices. IBM Software gives the company’s team syntax validationas they are updating devices. They can confirm the integrity of eachchange to the network in a way that doesn’t require a lot of recheckingand resources. This helps them accelerate and validate network config-urations for compliance requirements.

For more informationTo learn more about IBM Tivoli Netcool software, please contact yourIBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli

You can get even more out of Tivoli software by participating in inde-pendently run Tivoli User Groups around the world. Learn aboutopportunities near you at: www.tivoli-ug.org



Produced in the United States of AmericaOctober 2010All Rights Reserved

IBM, the IBM logo, ibm.com, Intelliden, Netcool and Tivoli are trademarks ofInternational Business Machines Corporation in the United States, other countriesor both. If these and other IBM trademarked terms are marked on their firstoccurrence in this information with a trademark symbol (® or ™), these symbolsindicate U.S. registered or common law trademarks owned by IBM at the time thisinformation was published. Such trademarks may also be registered or common lawtrademarks in other countries. A current list of IBM trademarks is available on theweb at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml



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IBM SoftwareTivoli

Computer Maintenance and Services

ConsipSimplifying administration with IBM IntegratedService Management

OverviewThe need

Monitoring service levels over

heterogeneous systems and networks

can require multiple solution sets which

are expensive to manage and difficult to

reconcile.

The solution

An IBM Integrated Service Management

solution for the data center enhances

visualization across mixed system and

network architectures, driving faster event

response and boosting uptime.

The benefit

Two times faster incident response time;

enables monitoring of 30,000 system and

network events per day; increased staff

productivity by 20 percent; centralized

management system for all event

reporting

Consip S.p.A. (www.consip.it) is a public stock company owned by ItalianMinistry of the Economy and Finance (MEF) that operates on behalf ofthe State, within the framework of the strategic guidelines and tasks givenby its sole shareholder.

Consip’s mission is that of managing and developing the Ministry’sinformation systems, providing technological, organizational and processknow-how (MEF Information Systems). The company also manages theProgram for the Rationalization of Public Purchases.

These tasks are implemented through an organizational model that isradically innovative in the Italian context and that harmonizes the needsof administrations and market forces, while stressing the utmosttransparency and effectiveness of its initiatives.

Engaging in complex projects in the fields of IT, organizational processes,communications and emerging technologies requires a software andhardware environment that can change at a moment’s notice and offerreal-time views of network events.

Monitoring massive network leads to solutionsprawlIn its growth from startup to national IT leader, Consip came to rely onoutsourcing providers who had partial responsibility for information andcommunication technology (ICT) management.

To gather information about the network, the Consip systems integratorbuilt a composite network monitoring solution using several differenttechnologies, including IBM® Tivoli Enterprise Console® software and

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IBM SoftwareTivoli


“By getting an integratedview of events across our network withIBM Tivoli Netcool/Impact, we have beenable to speed theremediation of serviceinterruptions by50 percent.”

—Consip’s expert, Systems Engineer

IBM Tivoli® Netview® software along with third-party networkmonitoring software. Consip also relied on its outside outsourcer todeliver service level agreement (SLA) reports using third-party softwareto monitor the company’s devices.

Consip’s service management solutions included a patchwork of third-party software products along with IBM Tivoli Monitoring software,IBM Tivoli Composite Application Manager for WebSphere®

Application Server software and IBM Tivoli Composite ApplicationManager for Response Time Tracking software.

While the arrangement allowed Consip to grow its services togovernment agencies, it was beginning to want more control over itsSLAs. In addition, Consip leaders were looking to consolidate multiplemonitoring products into a single solution.

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IBM SoftwareTivoli


Solution components:Software● IBM® Tivoli® Business Service

Manager● IBM Tivoli Netcool®/Impact● IBM Tivoli Netcool/OMNIbus● IBM Tivoli Network Manager IP Edition

Getting a consolidated view“We had a problem integrating our monitoring solutions because we hadmultiple products from different providers,” recalls one of Consip’sexperts. “So the principal issue for us was the integration of all theinformation, but we also wanted to be able to gain control over the SLAswe were delivering. We were in the position of just having to accept thenumbers our outsourcer was giving us. Moreover, every three years wehave to set up a competitive tender to change outsourcer. Often, beforeConsip became owner of the technology, each outsourcer brought theirown preferred technology.”

Faced with a heterogeneous solution built with a wide variety of differenttechnologies that offered limited integration and lacked centrally definedmonitoring and notification processes, Consip took ownership of ICTmanagement.

Consip needed a solution that could provide real-time qualitative andquantitative measures of its core business applications, application servicesand infrastructure technology layers, while also aligning its activities tocore business priorities, simplifying and optimizing complex ITenvironment management processes and improving service quality.

Simplifying system and network management,increasing visualization“As a financial institution, we have to reduce the downtime of our services to a minimum,” one of Consip’s experts explains. “And if we areexperiencing downtime, I want to be able to know right away—I need to be able to know the real user experience from wherever the usermight be.”

After a detailed evaluation of available management tools, based on apublic tender, Consip chose to implement an Integrated ServiceManagement solution for its data center based on IBM Tivoli technology.The solution delivers an open architecture that permits high levels ofmodularity and integration, as well as options for integration with futuretechnologies.

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“Now we can analyze thedata from any of the2,000 devices on ournetwork, which can be up to 30,000 eventsper day.”

—Consip’s expert, Systems Engineer

Based on IBM Tivoli Netcool®/Impact, IBM Tivoli Netcool/OMNIbus,IBM Tivoli Network Manager IP Edition and IBM Tivoli BusinessService Manager software, as well as its existing IBM software, thesolution provides Consip with a service monitoring system that enablesroot-cause analysis, visual output adjustments for heterogeneous usergroups, centralized monitoring with unified processes and tools, andtargeted deployment of operation force.

The outcome has been an improvement in service quality. Despitechanging the external provider after three years, Consip still maintainscontinuity in services monitoring.

Integrating data, slashing downtimeThe new Tivoli Netcool solution provides Consip with end-to-endmanagement for all the IT components in its IT infrastructure, organizedin a logical flow that allows the company to monitor service quality.

IBM Tivoli Netcool/OMNIbus software acts as a “manager ofmanagers,” collecting, consolidating and correlating events from differentsystems management applications across the company’s environment,then presenting the preexisting system management frameworks in asingle, unified view, improving overall effectiveness and preservingprevious investments. “Before, we didn’t have a way to be notified ifservices were down,” one of Consip’s experts says.

Since deploying IBM Tivoli Netcool/Impact software, Consip has gained visibility into events across its thousands of system and networkdevices to confirm it delivers high levels of service. By offering real-timeaccess to data from virtually any network source and centralizing datamanagement, Consip can now correlate, calculate, enrich and visualizeevents and deliver solutions faster and more accurately.

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IBM SoftwareTivoli


Speeding response times by 50 percent“Now we can analyze the data from any of the 2,000 devices on ournetwork, which can be up to 30,000 events per day,” one of Consip’sexperts explains. “By getting an integrated view of events across ournetwork with IBM Tivoli Netcool/Impact, we have been able to speedthe remediation of service interruptions by 50 percent.”

By building the integrated, end-to-end systems, network and applicationsmanagement infrastructure, Consip increased staff productivity by20 percent, controlled operational costs and improved quality of service.

Improving operations insightLikewise, the software helped reduce the amount of time required tomanage the infrastructure. Using Tivoli Business Service Manager,system administrators can better understand the dependencies andrelationships among infrastructure components and business services,thereby allowing greater insight into operations and better understand theimpact that a problem will have on services and users.

“Tivoli Business Service Manager has facilitated the integration that wasneeded to improve the reliability of the console by 50 percent,” says oneof Consip’s experts. “This has greatly improved the efficiency of the team,which can now work on the real problems, rather than wonderingwhether what the console shows is real or not.”

Finally, the Tivoli Netcool software provides the company’s IT staff with the ability to manage and unify business processes across the entireICT with one solution, helping to streamline support for the existingheterogeneous technology infrastructure. “The IBM Tivoli solution hashelped us limit our downtime while improving our quality of service,”one of Consip’s experts sums up. “Now we’re in control of our SLAs.”

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For more informationTo learn more about IBM Integrated Service Management solutions for the data center, please contact your IBM sales representative or IBM Business Partner, or visit the following website:ibm.com/software/tivoli

For more information on Consip, visit: www.consip.it

You can get even more out of Tivoli software by participating inindependently run Tivoli User Groups around the world. Learn aboutopportunities near you at ibm.com/software/tivoli/tivoli_user_groups



Produced in the United States of AmericaSeptember 2011All Rights Reserved

IBM, the IBM logo, ibm.com, Netcool, Netview, Tivoli, Tivoli Enterprise Console and WebSphere are trademarks or registered trademarks of International BusinessMachines Corporation in the United States, other countries, or both. If these and otherIBM trademarked terms are marked on their first occurrence in this information with atrademark symbol (® or ™), these symbols indicate U.S. registered or common lawtrademarks owned by IBM at the time this information was published. Such trademarksmay also be registered or common law trademarks in other countries. A current list ofIBM trademarks is available on the web at “Copyright and trademark information” atibm.com/legal/copytrade.shtml


References in this publication to IBM products and services do not imply thatIBM intends to make them available in all countries in which IBM operates.

TIC14190-USEN-00

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http://www.ibm.com/software/tivoli/

http://www.consip.it

http://www.ibm.com/software/tivoli/tivoli_user_groups/

TivoliIBM Software Insurance

The need“BlueCross BlueShield of North Carolina is an insurance provider and subject to HIPAA compliance,” says Ken Lukasewicz, a technical manager for Identity Management Operations at BlueCross BlueShield of North Carolina. “It’s the driver behind our security practice to maintain our customer member data in a secure fashion.”

The solution“[IBM®] Tivoli® Access Manager has given us a secure environment that protects our customer data, our member data, from those that are not supposed to see it,” says Lukasewicz. “It allows us to perform administration in a centralized point. It has acted as the foundation for our enterprise security strategy going forward, enabling us to move forward with enterprise single sign-on and federated identity management.”

“Tivoli Access Manager is helping us achieve these benefits by allowing us to centralize the granting of access and restricting access to applications and data,” says Lukasewicz. “It’s also allowing us to reduce the amount of time that we spend doing these tasks by being able to automate these processes and move them away from a more manual process. For one application that we’ve targeted for [Tivoli Access Manager for] Enterprise Single Sign-On, removing that redundancy will remove about 5,000 hours of employee time.”

BlueCross BlueShield of North CarolinaSaving 5,000 hours of staff time by automating security processes

Overview

BlueCross BlueShield of North Carolina

United States

Solution components

• IBM®Tivoli®AccessManagerforEnterpriseSingleSign-On

• IBMTivoliAccessManager fore-business

IBM Business Partner

•Prolifics

“The benefits we’ve seen from the implementation of TAM [Tivoli Access Manager] relate to compliance and being able to … see who has access to what data and who is accessing that data.”

—KenLukasewicz,TechnicalManager,IdentityManagementOperations, BlueCross BlueShield of North Carolina

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The benefit“The benefits we’ve seen from the implementation of TAM [Tivoli Access Manager] relate to compliance and being able to report on that compliance to be able to see who has access to what data and who is accessing that data,” says Lukasewicz. “The scalability for TAM for BlueCross has been the ability to do more with the same amount of headcount, the same amount of infrastructure. We can handle all the access that we’re currently experiencing, predict the growth that we’re going to see in the future and maintain an environment that is stable and secure for our employees and our members.”

“During the implementation of TAMeb [Tivoli Access Manager for e-business], we worked very closely with Prolifics to support us and provide the partnership we needed,” says Lukasewicz. “They worked with us hand-in-hand onsite with our employees throughout to make sure that the implementation was successful and worked according to plan.”

“BlueCross BlueShield of North Carolina has a long-standing history using IBM products in our IT environment,” says Lukasewicz. “Choosing the IBM Tivoli security suite was a natural extension of that, fitting very nicely and integrating very closely with our current infrastructure in other areas of the business.”

For more informationTo learn more about IBM security solutions, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli/security


IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A.

Produced in the United States of America December 2011

IBM, the IBM logo, ibm.com, and Tivoli are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml

Other company, product, or service names may be trademarks or service marks of others.

The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided “as is” without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software.

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http://www.ibm.com

Let’s build a smarter planet Energy and Utilities

Austin Energy, headquartered in Austin, Texas, is the nation’s ninth-largest community-owned electric utility. Serving 360,000 customers and a population of more than 800,000, the company provides service within Texas for the City of Austin, Travis County and a small portion of Williamson County. As a publicly owned power company and a city department, Austin Energy powers the capital city of Texas through a diverse generation mix, including nuclear, coal, natural gas and renewable energy sources.

The OpportunitySeeking to improve service and reliability, Austin Energy saw the need and opportunity to transform how it delivers electricity. For this vision to become a reality, the company first had to build a strong technology foundation with the ability to accommodate not only current goals and initiatives, but also growth and new projects far into the future.

What Makes It SmarterAustin Energy partnered with IBM to create one of the United States’ first Intelligent Utility Networks with the ability to manage the grid to an unprecedented degree. Hundreds of thousands of energy grid assets and devices on the network are monitored and controlled centrally, creating a self-healing capability.

Real Business Results • The gathering of new, never-before-available information using

devices such as smart meters and substation sensors, combined with best practices, enables Austin Energy to monitor consumption, reduce energy usage and respond to outages far more quickly

Austin EnergyTaking a multifaceted approach to better energy management

What’s the best method for leading the way to the smart grid?

Austin Energy has created “smart grid 1.0,” which adds integration, intelligence and control. Next is “smart grid 2.0,” which aims to go beyond the meter and into the premises, integrating electrical devices into the system.

Austin, Texas

www.austinenergy.com

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• Savings of over 660 megawatts of electricity, with better management of peak loads

• Employs a powerful software platform for development, management and operations, enabling better service levels

For more informationPlease contact your IBM sales representative or IBM Business Partner. Visit us at: ibm.com/energy

To learn more about Austin Energy visit: www.austinenergy.com



Produced in the United States February 2012

IBM, the IBM logo, ibm.com, Global Business Services, Lotus, Rational, Tivoli and WebSphere are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml


The performance data and client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.

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Solution Components

• IBM® Lotus®

• IBM Rational®

• IBM Tivoli®

• IBM WebSphere®

• IBM Global Business Services®

• IBM Lotus Software Services

• IBM Rational Software Services

• IBM WebSphere Software Services

• IBM Business Partner Ascendant Technology

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IBM Case Study

IBM Service Management helps Swiss ReIT make ITIL best practices actionable

Overview

■ Challenge

Provide scalability, flexibility and

quality of service to support a

demanding IT environment in

a global organization

■ Solution

Use IBM Service Management

solutions to integrate change

and release management into a

central deployment process

based on IT Infrastructure

Library® (ITIL®) version 3 best

practices

■ Key Benefits

Consolidated 40 change

processes into one for

increased efficiency; enabled

move from ITIL v2 to ITIL v3 via

a central deployment process;

helped support compliance with

internal and external require-

ments for service changes and

new releases

As a leading global reinsurer, Swiss Re

offers financial services products that

enable risk taking essential to enterprise

and progress. The company operates in

more than 25 countries and provides its

expertise and services to clients

throughout the world.

New insurance acquisitions have driven

tremendous growth at Swiss Re, mak-

ing it the world’s largest re-insurance

company.

“ IBM is the onlycompany covering thewhole scope wewanted to addressfrom business processdesign to applicationdevelopment tooperationalinfrastructure.”– Heinrich Waldhier, Head of

Process Management, IT, Swiss Re

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“ Because TivoliProvisioning Managercan be integrated inthe planning processand applications can be deployedautomatically withoutmanual intervention,we can improve staffproductivity andaccelerate deploymenttimes.”– Heinrich Waldhier

To help manage this growth, Swiss Re

is moving from a siloed, manual

approach in managing key IT processes

to an end-to-end service management

model in which IT processes are stan-

dardized, automated and aligned with

business needs.

“IT should not be an inhibitor to

growth,” explains Heinrich Waldhier,

head of process management in IT at

Swiss Re. “Our executives expect IT to

be there and that we manage it effi-

ciently and effectively. Whenever it’s

possible, we try to automate processes

to ensure that we have sustainability for

growth.”

One area where this shift can be seen

is in the organization’s handling of

change and release management

processes. It’s not unlikely that during a

single weekend IT staff must implement

between 200 and 1,000 IT changes.

Problems can arise and availability of

services or information can be compro-

mised when unforeseen resource

conflicts occur.

Swiss Re’s environment includes more

than 300 three-tiered Web services run-

ning on IBM WebSphere® Portal and

IBM WebSphere Process Server along

with dozens of applications from

IBM, PeopleSoft, SAP and others.

These applications depend on both

mainframe and distributed resources

running a variety of operating systems

(Linux®, Sun Solaris, IBM AIX®, etc).

The company’s mainframe environment

performs nearly 30,000 MIPS (million

instructions per second).

In improving change and release man-

agement processes, Swiss Re staff

sought to:

● Align best practice processes forsoftware delivery with businessrequirements to accelerate develop-ment and deployment of new services.

● Predict IT requirements for newbusiness services and assess how changes will affect serviceavailability.

● Automate previously manualprocesses to help ensure that neces-sary tasks occur on time asplanned, reducing manual laborand the risk that errors are intro-duced in the environment.

“We have such complexity that we

needed to create standards for how we

approached service changes and new

releases,” says Waldhier.

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Improving scalability, flexibility and quality

of service

Working with IBM, Swiss Re began its

journey toward an IT service manage-

ment model that will enable Swiss Re

to achieve the scalability, flexibility and

quality of service it requires.

Throughout this process, IBM Global

Technology Services and IBM Lab

Services partnered with Swiss Re staff

to provide implementation support as

needed and to help develop a compre-

hensive IT governance framework that

would enable staff to advance from

ITIL v2 to ITIL v3 best practices.

Using IBM Rational® Method

Composer software, the Swiss Re staff

could quickly document its change and

release management process designs

and implement best practices based

on ITIL.

Additionally, through specialized work-

shops, IBM worked with Swiss Re

management and IT staff to evaluate

the company’s policies, enhance its IT

governance solution and define guiding

principles. From this, the team created

an IT governance handbook that aligns

IT processes with business needs and

clearly outlines roles, responsibilities

and governance processes. IBM also

created a process maturity model, an

action plan for future expansion of the

IT governance policy and a scorecard

that helps the company evaluate its

new processes.

Following the establishment of standard

processes through which change man-

agers and developers could request

changes and release managers could

deploy those changes, the company

began evaluating vendor tools that

would help automate asset manage-

ment, configuration management,

change management and release man-

agement processes.

“When we started to speak with differ-

ent vendors, we saw that the most

important part is the change and con-

figuration management database,” says

Waldhier. “We chose IBM because it

had the ability and knowledge to help

us standardize data configurations and

change histories. IBM is the only com-

pany covering the whole scope we

wanted to address from business

process design to application develop-

ment to operational infrastructure.”

Using IBM Tivoli Change and

Configuration Management Database,

IBM Tivoli Release Process Manager,

IBM Tivoli Provisioning Manager and

IBM Tivoli Asset Management for IT

Solution Components

IBM Service Management Solutions

● Service Request Management &

Fulfillment

● Server & Application Provisioning &

Release Management

Solution Components

● IBM Rational® Method Composer

● IBM Tivoli® Asset Management for IT

● IBM Tivoli Change and Configuration

Management Database

● IBM Tivoli Release Process Manager

● IBM Tivoli Provisioning Manager

● IBM Global Technology Services

● IBM Lab Services

“ We now have aconsistent business casetemplate for all ourservices. As a result,we can easily generatea view of events wehave designed on theneeds of SOX andother regulations.”– Heinrich Waldhier

100

“ By mitigating thecomplexity of ourinfrastructure we arebecoming morescalable, reliable andflexible.”– Heinrich Waldhier

software, the team is creating a fully

automated deployment engine based

on ITIL v3 best practices that consoli-

dates 40 change processes into one

and enables:

● Application owners to understandthe dependencies of their applica-tions and the potential impact onother applications or infrastructurecomponent changes.

● Developers to forecast new infra-structure requirements and commu-nicate them to IT staff. In caseswhere new technologies are neededto support an application, staff cangain approval early in the processto avoid unnecessary delays.

● Automatic implementation ofchange requests based on businesspractices.

● The ability to audit all changes inthe production environment.

Mitigating complexity improves

productivity

By standardizing processes and sharing

information for configuration, change

and release management, Swiss Re

has been able to deploy new services

and service changes faster and with

fewer errors. In fact, some service

changes that previously took days to

deploy can now be completed in just

10 minutes.

“Proper impact analysis is now possible

using IBM Service Management soft-

ware to support our change and

release management processes,” says

Waldhier. “Because Tivoli Provisioning

Manager can be integrated in the plan-

ning process and applications can be

101

deployed automatically without manual

intervention, we can improve staff pro-

ductivity and accelerate deployment

times.”

Additionally, by gaining a consolidated

infrastructure view, developers gain

greater insight into the underlying envi-

ronment and can develop new services

to run on existing resources rather than

requiring new technologies.

“To build a new platform is a very com-

plex and expensive undertaking,” adds

Waldhier. “Whenever it’s possible, we

try to avoid it. If an application devel-

oper uses our existing infrastructure,

then the only cost to us is in added

capacity.”

Supporting regulatory requirements

These changes have also been essen-

tial in helping Swiss Re meet regulatory

requirements and minimize risk. The

organization adheres to a number of

pan-European and country-specific reg-

ulations, including Sarbanes-Oxley Act

(SOX) to demonstrate to shareholders

and customers proper management of

policies and financial operations. By

creating a framework and standardizing

and automating the deployment of

changes, with a clear audit trail, IT staff

can easily justify changes and adhere to

principles set forth in these regulations.

“We now have a consistent business

case template for all our services,” says

Waldhier. “As a result, we can easily

generate a view of events we have

designed on the needs of SOX and

other regulations.”

And according to Waldhier, these

changes are just the beginning. The

company is exploring the integration of

forms management tools to further

streamline these processes as well as

expanding service management best

practices into other areas, such as

problem and incident management, and

inventory management.

“By mitigating the complexity of our

infrastructure we are becoming more

scalable, reliable and flexible,” con-

cludes Waldhier. “We will continue to

gain significantly better control of our IT

infrastructure through the use of

IBM Service Management solutions.”

“ We will continue togain significantly bettercontrol of our ITinfrastructure throughthe use of IBM ServiceManagement solutions.”– Heinrich Waldhier

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For more information

Contact your IBM sales representative

or IBM Business Partner, or visit us at:

ibm.com/tivoli

You can get even more out of Tivoli

software by participating in independ-

ently run Tivoli User Groups around the

world. Learn about opportunities near

you at: www.tivoli-ug.org

For more information about Swiss Re,

visit: www.swissre.com



Produced in the United States of AmericaOctober 2008All Rights Reserved

IBM, the IBM logo, ibm.com, AIX, Rational,Tivoli and WebSphere are trademarks orregistered trademarks of International BusinessMachines Corporation in the United States,other countries, or both. If these and other IBM trademarked terms are marked on their firstoccurrence in this information with a trademarksymbol (® or ™), these symbols indicate U.S.registered or common law trademarks ownedby IBM at the time this information waspublished. Such trademarks may also beregistered or common law trademarks in othercountries. A current list of IBM trademarks isavailable on the Web at “Copyright andtrademark information” at ibm.com/legal/copytrade.shtml

ITIL is a registered trademark, and a registeredcommunity trademark of the Office ofGovernment Commerce, and is registered in theU.S. Patent and Trademark Office

IT Infrastructure Library is a registeredtrademark of the Central Computer andTelecommunications Agency, which is now partof the Office of Government Commerce.

Linux is a registered trademark of Linus Torvaldsin the United States, other countries or both.Other company, product or service names maybe trademarks or service marks of others.

This case study is an example of how onecustomer uses IBM products. There is noguarantee of comparable results.

References in this publication to IBM productsand services do not imply that IBM intends tomake them available in all countries in whichIBM operates.

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WebSphere and TivoliIBM Software Banking

Headquartered in Rickmansworth, UK, VocaLink is a specialist payments partner to banks, their corporate customers and government departments. It processes domestic and international automated payments, and provides ATM switching solutions. The company employs nearly 1,000 people.

An industry leaderOn a peak day, the VocaLink automated payment platform processes over 90 million transactions for the UK banking industry, and its switching platform connects the world’s busiest ATM network of over 64,000 ATMs.

Besides the operation of its existing ATM and payments technologies, the company also works closely with government bodies and the banking industry to develop new solutions, such as access to the Single European Payments Area (SEPA) within the EU. The company is also working with BGC to provide fully outsourced processing for the majority of Sweden’s domestic payments – a potentially revolutionary project for the payments sector.

Enabling Faster PaymentsThe company’s successful approach to this kind of large-scale project has been demonstrated by the completion of its ‘Faster Payments’ platform for UK banks which has now entered its third year of operation.

“Like many initiatives in the payments industry, Faster Payments was driven by legislation: the UK Government set an objective of reducing inter-bank payment clearing times from three days to a same-day service,” says Hussein Badakhchani, Solution Architect and Distinguished Technologist at VocaLink.

“Subsequently, the target was made even more ambitious: to enable inter-bank payments 24 hours a day, seven days a week, and to clear them in less than two hours. In fact, the service that is in operation today far exceeds the original requirements of the OFT’s Payment Systems Task Force: technically it is possible for payments to be made irrevocable within seconds of being initiated. VocaLink was tasked with both designing and building the central infrastructure that would make this possible.”

VocaLink builds a high-performance platform for Faster PaymentsWith an IBM® WebSphere® MQ and IBM Tivoli® Workload Scheduler solution from Orbital

OverviewBusiness challengeWhen the UK Government instigated the Faster Payments initiative, VocaLink was tasked with creating an IT solution capable of enabling near-instant money transfers between accounts held by different banks.

SolutionVocaLink worked with Orbital, an IBM Business Partner, to design and deploy a real-time payments processing architecture based on IBM WebSphere MQ and IBM Tivoli Workload Scheduler.

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Building on proven technology and expertiseVocaLink realised many of the specifications for the Faster Payments Service were essentially very similar to those of other payment systems it had implemented.

“The IT architecture that we had used to implement other payments schemes – most notably the BACS scheme – was essentially a Java™-orchestrated, database-driven application,” explains Badakhchani. “The main difference with the Faster Payments Service was its requirement to use IBM WebSphere MQ to route message traffic to and from the banks.

“To create a real-time process for Faster Payments, there were two main challenges. The first was performance: could we adapt our proven solutions so that they would scale to handle the predicted transaction volumes and complete all transfers within two hours? The second was control: could we ensure that the process was completely reliable, transparent, secure and auditable? IBM WebSphere MQ turned out to be the ideal platform, providing all the performance and reliability we needed.”

Finding the right partnerThe VocaLink team began examining existing payments architectures with a view to identifying which components could be reused and where innovation was required to meet the requirements of Faster Payments. To help with the scope and sizing of the new environment, the company consulted Orbital, an IBM Business Partner.

“Orbital has been one of VocaLink’s main technology partners for over two years,” says Badakhchani. “The Orbital team help us with many aspects of our work – both in technical areas, where their expertise with IBM WebSphere messaging and integration software is invaluable, and in more political areas such as licensing negotiations. Cost-efficiency is very important for the banking sector, especially in the current economic climate, and Orbital does an excellent job of helping us optimise our software investments.”

Meeting the performance requirementsFollowing a detailed analysis phase, the VocaLink and Orbital teams were able to create a plan for the implementation of Faster Payments.

Badakhchani comments: “From a performance perspective, we were pleasantly surprised: we found that with some modifications and a redesigned hardware profile, we could re-use many of our existing payments components. They were actually capable of running considerably faster than we expected – so we could easily adapt them and use them as a basis for the new Faster Payments Service where it was appropriate to do so.”

VocaLink went ahead with the implementation of the new architecture, which went into production in mid-2008. By September 2009, the service had processed 262 million payments, with a total value of more than £110 billion. The Faster Payments Service peak day processing

Business BenefitsProvides an alternative complementary •

service for payments up to £10,000 that require same day processing.

Processesmorethanfivemillion•

transactions per day, and is designed to scale to peak volumes of more than ten million per day.

Eliminates administrative workload, •

increases transparency and reduces the risk of error by automating all key stages of the payments process.

Creates a resilient and secure •

infrastructure for real-time payments processing.

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records stands at over 7 million payments in a single day and the service has processed 500 million payments since its inception. Faster Payments volumes are projected to continue their growth over the period from 2010/2011.

“The WebSphere MQ messaging technology has been a key enabler, because it is so scalable,” says Badakhchani. “It has been able to handle the transaction volumes without any problems, and it’s a very mature and efficient solution, so it delivers good performance without requiring massive investments in hardware.”

Automation and controlThe Faster Payments Service involves a complex and intricate set of processes which need to be orchestrated in a reliable and transparent manner.

“The process has numerous stages, some of which need to be completed in real time, and others at set intervals throughout the day,” explains Badakhchani. “If a mistake were to be made, the consequences could be very serious. For this reason, we knew we had to ensure that every aspect of the Faster Payments Service could be fully automated, avoiding any possibility of human error, and providing a full audit trail for compliance purposes.”

VocaLink chose to automate these processes with IBM Tivoli Workload Scheduler, which manages hundreds of scripted events in the Java and database environments. The scripting helps to ensure that every stage of the process occurs on-time, reliably, with no need for manual intervention.

Badakhchani comments: “Tivoli Workload Scheduler is an extremely powerful tool, and our operations team is very familiar with it, so we can easily modify existing scripts or develop new ones if the requirements of the Faster Payments Service change. It also gives us a very comprehensive set of reporting capabilities that help us to demonstrate our compliance with service levels and internal security regulations.”

An award-winning solutionThe Faster Payments Service has been a notable success for VocaLink, winning a wide range of awards from both the financial and technology sectors. These include a Financial Sector Technology award, a Hallmark of Innovation award from the Financial Innovation Awards, and a Computing Award for Excellence.

“Faster Payments is a big step forward for the whole banking industry in the UK, and that has been reflected in the positive response it has received both within the industry and from banking customers,” concludes Badakhchani. “IBM WebSphere and Tivoli software, combined with the services provided by Orbital, have made a significant contribution to the success of the Faster Payments project, and will also play a major part in our forthcoming SEPA and BGC implementations.”

“IBM WebSphere and Tivoli software, combined with the services provided by Orbital, have made a significant contribution to the success of the Faster Payments project, and will also play a major part in our forthcoming SEPA and BGC implementations.”

—Hussein Badakhchani, Solution Architect and Distinguished Technologist, VocaLink

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For more informationTo learn more about IBM software, contact your IBM sales representative or visit: ibm.com

To learn more about products, services and solution from Orbital Integrated Solutions, visit: www.orbital-ltd.co.uk


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Java and all Java-based trademarks and logos are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both.

IBM and Orbital Integrated Solutions are separate companies and each is responsible for its own products. Neither IBM nor Orbital Integrated Solutions makes any warranties, express or implied, concerning the other’s products.






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Smarter ComputingIBM Systems & Technology Group Banking

Bilbao Bizkaia Kutxa (BBK) is one of the largest banks in the Basque region of Spain. It is the third-largest savings and equity bank in Spain, as well as the sixth-largest administered-funds savings bank in the country.

Handling business growthLeading Spanish bank Bilbao Bizkaia Kutxa (BBK) recently acquired CajaSur, another Spanish banking institution that is almost as large as BBK. The scale of the acquisition meant that developing an integrated IT infrastructure presented a major challenge.

BBK has been growing steadily for some time, and had experienced issues with handling expanding data volumes as a result. Consequently, the impending merger with CajaSur represented the ideal opportunity to re-engineer its systems, maximize efficiency while boosting flexibility and openness in its IT landscape.

As a banking institution, securing sensitive information is always a priority, and BBK was seeking to guarantee system resiliency by enabling automated backups. Lacking the in-house skills to carry out such a large-scale project, BBK began looking for an implementation partner with the expertise and resources to advise and assist with these goals.

Choosing IBM Global Technology ServicesBBK turned to technology specialists from IBM Global Technology Services for help in performing an overall evaluation of its existing IT environment as well as assessing the best way to handle the acquisition of CajaSur.

The main goal of the project was to re-use the existing infrastructure as much as possible, while ensuring optimal performance for the company’s workloads. Specifically, CajaSur relied heavily on a custom built Java-based application. IBM proposed leveraging innovative cloud computing techniques to run both the CajaSur application and BBK banking systems side-by-side. This was achieved using a virtualization layer running across all servers supporting BBK and CajaSur’s desktop computers, enabling BBK to avoid the significant cost of purchasing new PCs and increasing the administrative burden of managing this infrastructure.

Bilbao Bizkaia Kutxa manages a major acquisitionWith smarter computing from IBM

OverviewThe needLeading Spanish savings and equity bank Bilbao Bizkaia Kutxa (BBK) recently acquired CajaSur, a similar institution of almost the same size as BBK. Managing the merger of the two IT systems represented a significant challenge, with the focus on maximizing use of existing investments while ensuring infrastructure resiliency was maintained.

The solutionIn an ongoing project with IBM and the IT company owned by BBK, the company embarked on a journey towards smarter computing. Leveraging sophisticated virtualization technology and highly reliable backup techniques, BBK has ensured that the process of merging CajaSur’s infrastructure is painless and cost-efficient.

The benefitExploited existing hardware investments to the full, avoiding the cost of purchasing approximately 3,000 desktop computers for new staff, saving over 1 million EURO. The IBM technology has contributed to a 20 percent reduction in IT costs, a saving which is expected to increase as further application development is undertaken.

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BBK chose to replace its existing two IBM System z9 Enterprise Class servers with two latest generation IBM zEnterprise 196 mainframe systems, with a number of specialty engines deployed, including IBM System z Integrated Information Processors (zIIPs), Integrated Facility for Linux (IFL) processors and Internal Coupling Facility (ECF) processors. The IBM zIIPs are designed to help free-up general computing capacity and lower overall total cost of computing for select data and transaction processing workloads for business intelligence (BI), ERP and CRM, and select network encryption workloads on the mainframe. By choosing to activate specialty engines, BBK is able to optimize performance for specific workloads, ensuring the right processor characteristics are applied to the appropriate jobs.

Maximizing business resiliencyThe IBM Global Technology Services team was also able to work with BBK to design and implement a comprehensive backup and recovery solution, based on a suite of IBM Tivoli software, high-end IBM System Storage DS8800 disk systems and the IBM Virtualization Engine TS7720. Featuring IBM Tivoli Storage Manager, the solution automatically backs up the company’s critical business data, ensuring that even in the event of a disaster, BBK can bounce back rapidly and easily.

BBK also leverages IBM Geographically Dispersed Parallel Sysplex (GDPS), an end to end application availability solution that provides the capability to manage remote copy configuration and storage subsystems to perform failure recovery from a single point of control. In addition, the innovative latest generation Hyperswap feature has been activated, enabling BBK to minimize impact to application availability with disruptions measured in seconds rather than hours. The HyperSwap function may be performed even if BBK’s primary IBM System Storage disk subsystem is not operational, so can survive such a failure without continuous access to data. Overall, this allows the BBK IT teams to manage the company’s two data processing centers as a single resource, despite the 25 km distance between them.

IBM DB2 for z/OS offers data warehousing capabilities, which integrates seamlessly with BBK’s analytics software. Using the information gathered by IBM DB2, BBK is able to carry out analysis of customer habits and track performance by branch and location – insights that lead to better business decisions.

Designed for Data• Leveraging IBM DB2 for data

warehousing, BBK uses the information gathered as a basis for analysis of customer habits and branch performance, designed to optimize the performance of the combined group by exploiting synergies and customer opportunities.

Tuned to the Task• The IBM System zEnterprise 196

offers superb scalability and flexibility to accommodate the new workloads introduced by the merger with CajaSur. Virtualized IBM BladeCenter HS22 servers can be customized and rolled out quickly to meet growth, optimized for BBK’s different workloads.

Managed in the Cloud• BBK has developed a private cloud

solution for employee desktops based on IBM BladeCenter technology with a Microsoft Hyper-V virtualization layer. This enables the company to effectively and efficiently run the CajaSur infrastructure in parallel with its own, ensuring that the acquisition process is handled non-disruptively, while exploiting existing investments to the maximum.

Driving Innovation• Smarter computing from IBM has made

it possible for BBK to manage a large-scale acquisition with minimal disruption to ongoing operation. The new solution supports ongoing growth and ensures that BBK is in the ideal position to explore untapped opportunities.

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Optimizing resource utilization with smarter computing from IBMThe solution has made it possible for BBK to exploit existing hardware investments to the full, avoiding the cost of purchasing approximately 3,000 desktop computers for new staff, translating into a saving over 1 million EURO. Furthermore, the IBM technology has contributed to a 20 percent reduction in IT costs, a saving which is expected to increase as further application development is undertaken. Despite the expansion in the IT infrastructure necessitated by the acquisition of CajaSur, the streamlined and easy-to-manage IBM solution has meant BBK has not needed to boost IT staff numbers. Indeed, BBK estimates that the new infrastructure has boosted staff productivity by approximately 30 percent, leading to better service for customers.

The merger with CajaSur has been undertaken with as little disruption to everyday business operations as possible. The IBM solution offers the in-built scalability that enables BBK to approach future growth opportunities with confidence it has the resources in place to handle them.

The IBM backup solution offers superb availability and resiliency for BBK, which results in better service to clients. The company is able to backup double the amount of data in half the time, as compared with the previous solution.


“This project aims to integrate and optimize BBK management systems following the integration of Cajasur, in order to be more efficient and better serve our customers.”

—Juan Miguel Abendaño, IT Director, Bilbao Bizkaia Kutxa (BBK)

Solution ComponentsSoftware• IBM® Tivoli® System Automation• IBM Tivoli Storage Manager• IBM Tivoli Provisioning Manager• IBM Tivoli Monitoring• IBM Tivoli Composite Application

Manager• IBM WebSphere® Enterprise Service

Bus• IBM WebSphere Application Server• IBM Information Management System

(IMS™)• IBM DB2®

• IBM Metro Mirror• IBM z/OS® • IBM z/VM®

• VMware• Microsoft Hyper-V

Servers• IBM zEnterprise™ 196• IBM BladeCenter® HS22• IBM System Storage® DS8800• IBM System Storage TS7720

Virtualization Tape Server

Services• IBM Global Technology Services • IBM Software Services

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Microsoft, Windows, Windows NT, and the Windows logo are trademarks of Microsoft Corporation in the United States, other countries, or both.

Java and all Java-based trademarks and logos are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both.






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Mobility

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IBM SoftwareTivoli

Education

Penn StatePower-savings initiative expected to deliver$800,000 annual savings

OverviewThe need

With energy costs doubling, Penn State

looked to reduce unnecessary power

consumption from leaving classroom, lab,

and departmental computers on, when

they were not in use.

The solution

The University implemented an endpoint

management solution that combines

power, lifecycle, patch and security

management to reduce energy costs

while improving the reliability and security

of campus computers.

The benefit

Reduced energy costs by US$288,000

per year with annual savings expected to

reach US$800,000; decreased IT time

required to manage classroom and lab

computers; improved security with faster

deployment of patches and software

applications.

At the end of 2009, when electric rate caps were lifted, officials at PennState watched as their energy costs doubled overnight. The timingcouldn’t have been worse. The main campus energy budget already hadbeen reduced by US$1.5 million and staff had been challenged as part ofthe University’s Green Initiative to lower Green House Gas emissions by17.5 percent by 2012.

“Reducing power consumption was critical to controlling the impact of increased energy costs while supporting our overall goals to increasesustainability,” says Chris Sacksteder, manager of Penn State’s SystemsDevelopment Group, which provides support for classroom and lab technology and delivers common IT services to University IT support teams.

Identifying potential savingsWhile heating and cooling of buildings typically consume the greatestamount of power for organizations, leaving computers on when they arenot in use also can increase energy costs unnecessarily. But the questionfor IT staff members was: How much could we save?

“Few would consider putting their computers to sleep without a goodreason, so we needed to first measure the amount of power consumed bythe hardware in its different power states, and then calculate the potentialsavings,” says Sacksteder.

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“We expect almostUS$800,000 in annual savings, once allof our approximately20,000 workstations areunder Tivoli EndpointManager and similarpower managementsettings are applied.”

—Chris Sacksteder, Manager, Systems

Development Group, Penn State

At the same time, with University budgets being cut in the wake of theeconomic recession, improved management of classroom, lab, anddepartmental workstations also was necessary.

“There is a push to cut IT costs by using computing resources moreefficiently, and to prevent duplication of effort wherever possible,” saysSacksteder. “So while the primary goal for our physical plant was toreduce power consumption, our other motivation was to gain bettercontrol of the environment. We established a team that investigated client and systems management solutions, and after a proof of concept,found that Tivoli Endpoint Manager scaled best in our environment andprovided the power management component we needed. The consensusfrom the academic and administrative groups that participated was thatthis was a very worthwhile effort, both from an energy savings andsystems management perspective.”

Once the decision was made, however, the committee faced a newchallenge: Deploy the solution in just a few months.

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Solution componentsSoftware● IBM® Tivoli® Endpoint Manager,

built on BigFix® technology

“We can now provide a much more robustcomputing infrastructure,more reliable computersin our classrooms, labs,and offices, quickerinstalls of applicationsoftware that our facultyneed, and fasterresolution of problems, so that students andfaculty can focus on what they’re here to do.”

—Matt Boyd, Service Manager for IBM Tivoli

Endpoint Manager, Penn State

“The Office of Physical Plant was given a task of saving a large amount ofmoney on the electric bill as soon as possible and we were also bound bythe University semester calendar,” says Sacksteder. “We started the proofof concept in April and our production deployment was operational bymid-August to avoid waiting another school year. It was relatively easy toimplement the initial infrastructure with the root server and a few relaysand it’s certainly been very easy to deploy more relays as needed.”

Realizing nearly $800,000 annual powersavingsIn terms of power savings, the University has already reduced energycosts by US$288,000 per year with aggressive settings on public systemsand many faculty and staff computers. The organization expects thatsavings to nearly triple as faculty and staff become more comfortable with displays going off and systems going to sleep.

“When no user is logged into a workstation in one of our labs, the displayis automatically turned off after five minutes of being idle and thecomputer enters sleep mode after 15 minutes of being idle,” says MattBoyd, service manager for IBM Tivoli Endpoint Manager, Penn State. “If a user is logged in, only the display will turn off after 10 minutes ofbeing idle. We expect to see almost US$800,000 in annual savings, onceall of our approximately 20,000 workstations are under Tivoli EndpointManager and similar power management settings are applied.”

Tivoli Endpoint Manager balances the need for energy conservation withthe IT staff’s need to apply patches at night by waking up the endpointlong enough to apply required updates and then returning the computerto an energy-saving state.

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The team also customized its implementation to meet faculty and staffneeds. For example, a custom web application allows faculty and staff toremotely wake up any client system that they are authorized to access.

“The biggest concern among faculty is making sure that their computersare available and that they can access a file from home if they need it,”says Boyd. “With Tivoli Endpoint Manager, we don’t need to powersystems off to achieve the savings. We can place the systems in standbyand, in most cases, those systems are up and ready in a matter of seconds.Likewise in labs that run experiments 24×7, we can customize settings so that their experiments won’t be affected. The ‘root’ Tivoli EndpointManager administrators are not responsible for the machines. Thedepartment and local IT staffs are the true administrators of thosemachines, but we believe all units will begin using the solution, as wecontinue to demonstrate that placing the workstations in standby willprovide the power savings needed without affecting their access.”

More reliable computers in the classroomWhile ramping up and promoting the project, Penn State’s InformationTechnology Services (ITS) System Development Group placed as muchemphasis on the solution’s system management capabilities as it had on its power management features. Today, about 34 administrative units atPenn State are participating in the Systems Management initiative, withnearly 21,000 endpoints currently under management. Faster applicationdeployment to endpoints has helped ensure that students have access tothe software they need to complete their assignments. More consistentuser interfaces on campus computers makes it easier for students to workin various labs, and reduces the time IT staff spend managing computers.Streamlining operating system and application patching has enabled ITstaff to improve the security of endpoints, reducing the risk of a system

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compromise that can lead to the disclosure of personally identifiableinformation, such as student social security numbers. Improved assetdiscovery enables IT staff to quickly determine how many systems arenearing the end of their warranty and may need to be replaced.

“Early on, there was a misconception among some that Tivoli EndpointManager was strictly for power management, because it was beingendorsed by the Office of Physical Plant for those purposes,” says Boyd.“The systems management component is equally important. We can nowprovide a much more robust computing infrastructure, more reliablecomputers in our classrooms, labs, and offices, quicker installs ofapplication software that our faculty need, and faster resolution ofproblems, so that students and faculty can focus on what they’re here to do.”

For more informationTo learn more about IBM endpoint management solutions, please contactyour IBM sales representative or IBM Business Partner, or visit thefollowing website: ibm.com/tivoli/endpoint

You can get even more out of Tivoli software by participating inindependently run Tivoli User Groups around the world. Learn aboutopportunities near you at: http://www.tivoli-ug.org

For more information about Penn State, visit: http://www.psu.edu

For more information about Penn State’s green initiatives, visit:http://www.green.psu.edu

For additional information about Penn State’s green IT efforts, go to:http://stream.it.psu.edu/archive

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TivoliIBM Software Computer Services

The needIn 2003, Fiberlink saw a new opportunity to simplify mobile security and endpoint management. The company, an innovator in voice, data and IP networking solutions, watched as corporations struggled to track and manage a growing number of laptop computers used by employees. In response, Fiberlink created MaaS360—a cloud-based, always-on mobile device management platform. With MaaS360, administrators can instantly track inventory, assess vulnerabilities, deploy software upgrades and security patches, and manage power usage for mobile devices—all from a single web portal. Dashboard icons change from green to red if the system detects a laptop computer out of compliance. IT administrators can click on the icon to view the reason of the compliance violation in their local language, and can take action to bring the laptop back into compliance. MaaS360 can also automatically remediate issues based on the company’s security policies. As a true Software as a Service (SaaS) solution, information is available on-demand for compliance reporting, vulnerability assessment, hardware and software inventory status, and remediation of outstanding issues.

“When an organization logs on to MaaS360, it can take the actions based on the information presented,” says Chuck Brown, director, Product Management, Fiberlink. “The reports come back instantaneously and clients can review their mobile endpoints within 30 minutes to an hour of signing up.”

The solutionTo build its cloud-based solution, Fiberlink needed endpoint management technology that could manage hundreds of thousands of endpoints across hundreds of customers regardless of location, connection type, status or operating system—all without impacting end user productivity. According to Brown, IBM® Tivoli® Endpoint Manager, built on BigFix® technology, provides Fiberlink with the single, centralized point of control for automating patch management, lifecycle management, security and compliance, and power management functions for laptops. More than 500,000 endpoints are currently managed on MaaS360 with Tivoli Endpoint Manager.

FiberlinkAchieves 25 percent annual growth rate with cloud-based endpoint management solution

Overview

FiberlinkBlue Bell, PA www.maas360.com

Solution components:• IBM®Tivoli®EndpointManager,

builtonBigFix®technology

“The real-time visibility, control, scalability and extensibility of Tivoli Endpoint Manager provides significant differentiators in delivering our endpoint management solution.”

—ChuckBrown,Director,ProductManagement,Fiberlink

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With the product’s scalability and multi-tenant capabilities, Fiberlink’s solution requires no on-premise hardware—giving it a significant cost advantage over competitors. “With Tivoli Endpoint Manager, we can support multiple companies from our cloud-based platform,” says Brown. “That gives us greater economies of scale while enabling us to rapidly introduce new services.”

Fiberlink has also leveraged Tivoli Endpoint Manager to deliver its own extended solutions, such as USB device management, data leak prevention and encryption. The Tivoli Endpoint Manager client compliance API also has enabled Fiberlink to offer a mobile network admission control (NAC) capability that allows companies to exclude an out-of-compliance laptop from their network.

The benefitBy leveraging BigFix technology, now Tivoli Endpoint Manager, Fiberlink took a significant competitive lead in endpoint management services, delivering six new solutions in just 18 months (a new solution every three months). “Our main competitor was constantly looking over our shoulders,” says Brown. “We were able to make very big inroads acquiring customers and presenting more capabilities. This contributed to our more than 25 percent annual growth rate over the past five years.”

For Fiberlink’s customers, the benefits include reduced costs and improved IT security. For example, one U.S. government agency using MaaS360 expects to save nearly $500,000 a year from improved power management alone. “We used Tivoli Endpoint Manager to create a power scheme that would shut down systems not in use overnight and manage transient profiles during the day,” says Brown. “The CIO can now track for each building how much is being spent and how much is being saved and we expect that they’ll save in the mid-six figures.”

For more informationTo learn more about IBM Tivoli Endpoint Manager, built on BigFix technology, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli/endpoint



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Case StudyIBM Tivoli Software

Made up of six clinics, convalescent homes and 10 or so polyclinics in the province of Liège, Belgium, CHC (Christian Hospital Centre) is a care network where cutting-edge technology and top-quality service provides patients with highly effective treatment – with a human face.

In January 2009, Saint-Joseph clinic, one of the units at CHC, experi-enced numerous security problems caused by viruses and malware, in particular by the infamous Conficker worm. The effects of these prob-lems included workstations and servers being taken out of service and the need to reboot workstations several times a day. This resulted in signifi-cant general disruption to work at the clinic. Fortunately, no critical services were impacted by these incidents, but it is easy to imagine what might have happened had this been the case.

As the clinic is a long-established client of IBM, the alarm was quickly raised through the IBM account manager of IBM Internet Security Systems (now part of IBM Tivoli). In a partnership with ON2IT Belgium, an IBM Tivoli Security Business Partner, IBM implemented a solution for CHC.

Ahead of the threat“When the Clinic first contacted us,” recalls Manu Luyten, Sales manager ON2IT, “we were faced with a dual challenge. To begin with, we had to overcome the infection as quickly as we could so that staff could resume their normal work. Then once that had been done, we had to come up with a new approach for the overall security of the CHC network.”

After a brief analysis, ON2IT suggested a Proof of Concept that was in line with its usual philosophy: stay ahead of the threat and provide automated visibility and control. The key aim of the project was to provide a solution that was not only capable of dealing with the crisis, but which could also keep one step ahead and protect the infrastructure against any possible threats in the future.

“The big advantage of the approach taken by IBM ISS is that it provides us with long-term protection,” says Giovanni Pradelli, CHC’s Systems

Christian Hospital Centre stays ahead of today´s and tomorrow´s threatsUsing IBM Security Solutions and Tivoli Endpoint Manager to provide a healthy IT infrastructure

OverviewBusiness challengeThe Christian Hospital Centre (CHC) boasts a large infrastructure which is spread across a number of different sites. Numerous security problems caused by viruses and malware led CHC to revise its security defences with the aim to protect the infrastructure against any possible threats in the future.

SolutionCHC worked with IBM and ON2IT, an IBM Business Partner, to build a security solution based on IBM Security Solutions and Tivoli Endpoint Manager. The solution makes it possible to halt any attempted intrusion before it manages to penetrate the infrastructure and anticipates future threats. In addition, it enables CHC to provide near real-time remediation of endpoint issues.

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Manager. “Because we are a public establishment, any investments we make must be designed to last for a number of years.” One of the challenges to implementing a security solution is to anticipate future threats. This is made more difficult by the fact that the threats being encountered today are not necessarily the same as the ones that may crop up tomorrow. Which is why IBM Tivoli gives priority to proactive security solutions capable of guaranteeing a healthy infrastruc-ture in the long term.

A number of good examples of this approach were installed within the CHC infrastructure. To begin with, there is the IBM Security Solutions (formerly Internet Security Systems) portfolio on the three levels of IT infrastructure: network, endpoints and servers. This makes it possible to halt any attempted intrusion before it manages to penetrate the infrastruc-ture. Instead of responding to the signature of a virus – which is likely to change at any moment – it reacts to what the virus is trying to do within the environment. Second, there is Tivoli Endpoint Manager, built on BigFix technology, providing integrated security, configuration manage-ment and lifecycle management in a single agent solution.

Multi-level, multi-site protection One of the central points for upgrading the strategy for the CHC network has been the implementation of vulnerability assessment and management solution. “This tool provides a constant general overview of potential weak spots within our network,” says Pradelli. “This is espe-cially important in an environment as heterogeneous as CHC’s. We have a multi-site network that includes both conventional IT applications, as well as medical applications. The guarantee that a scanner is constantly monitoring the organization’s infrastructure provides us with great peace of mind. Better still, we have found that the solution has enabled us to save personnel resources in the helpdesk team. We have been able to re-allocate at least the equivalent of a full-time IT person, who is now allocated to other tasks focusing on our core business.” “Added to this is the ability to benefit from the virtual patching service provided by X-force, the research and development team at IBM ISS. Whenever a new flaw is discovered, X-force designs a virtual patch and makes it available very quickly to IBM customers. This makes it possible to ensure permanent protection against the potential weaknesses in some software programs. This is much more effective and doesn’t require us to install each new patch immediately.”

Collateral benefits The project provided ON2IT the opportunity to install a totally new technology: IBM Tivoli Endpoint Manager, based on BigFix technol-ogy, a single agent security and lifecycle management suite for worksta-tions and servers. “While we were implementing the new system, we became aware of another benefit not strictly linked to security,” adds Manu Luyten. “Integrated asset, change and configuration management, providing among others: automatic software upgrades, security configuration and

Solution Components Software

IBM Security Solutions•

IBM Tivoli Endpoint Manager•

IBM Business PartnerON2IT•

Business BenefitsEnables pro-active security for a •

heterogeneous multi-site IT infrastructure on three levels: network, endpoints and servers.

Helps anticipate future threats and •

provides automated visibility and control.

Offers integrated security, configuration •

management and lifecycle management in a single agent solution.

Frees up the equivalent of a full-time IT •

person, due to 50% reduction in helpdesk calls.

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hardening. This solution is capable to automate most actions that a helpdesk engineer would otherwise have to execute manually. And all this is done remotely and automatically. This is a significant advantage for a client who has to manage such a large infrastructure spread across a number of different sites. Using a very simple central interface, our client is able to quickly upgrade workstations without having to move from one site to another. This applies not only to Windows, but also to Linux and Mac.”

Openness guaranteedLuyten explains the IBM Tivoli approach: “The IBM security framework offers a high level of openness. In fact, all the elements in the security suite are very easily interchangeable. For example, the antivirus system we installed on the CHC network comes from another vendor, simply because that particular vendor has the best solution on the market for the particular need of our client.” Giovanni Pradelli comments on the results of the project: “Now that the implementation is behind us, things are going very well and everything is very transparent for users and our helpdesk. We have observed an astonishing reduction of helpdesk calls of more than 50%. In fact, our users to whom the solutions has been installed are totally unaware of this – except, of course, when their workstation started operating again.”

About ON2ITON2IT, part of the SAGA Group, specialises in IT security & lifecycle management. We provide highly skilled consulting and managed security services, assisting our customers in gaining visibility, control and automation over the entire IT infrastructure using next generation security technologies.

About IBM Security SolutionsSecurity is intrinsic to your business processes, development and daily operations. It should be factored into the initial design of any IT or critical infrastructure solution, not bolted on after the fact. This preemp-tive approach of IBM Security Solutions can allow you to securely, safely, and confidently adopt new forms of technology. Cloud computing, virtualization, smart grids, business models like tele-working and outsourcing, can be more safely leveraged for cost benefit, innovation and shorter time to market.

Through world-class solutions that address risk across each aspect of your business, IBM can help you build a strong security posture that positions you to reap the rewards of emerging technology trends. IBM’s offerings include software, hardware and services covering all IT security domains.

For more informationTo learn more about IBM Security software, contact your IBM sales representative or visit ibm.com/be/itsolutions/security/ To learn more about products, services and solutions from ON2IT, visit: www.on2it.be

“ The big advantage of the approach taken by IBM and ON2IT is that it provides us with long-term protection. Because we are a public establishment, any investments we make must be designed to last for a number of years.”– Giovanni Pradelli, Systems Manager Christian Hospital Centre.

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IBM Belgium a b.v.b.a./s.p.r.l. Avenue du Bourget/Bourgetlaan 42 1130 Bruxelles

IBM Nederland B.V. Johan Huizingalaan 765 1066 VH Amsterdam

IBM Luxemburg 1 Ceinture Um Schlass HESPERANGE L-5880

Produced in the Netherlands All Rights Reserved

IBM, the IBM logo, ibm.com and Cognos are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm.com/legal/copytrade.shtml


References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.

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IBM SoftwareTivoli

Case Study

SunTrust BanksImproving productivity, reducing vulnerability windows

OverviewChallenge

Gain visibility into a distributed IT

infrastructure; reduce software patch and

update cycle times; maintain all systems

at current patch levels and configuration

standards; supply accurate, timely

compliance data to security and risk

management groups

Solution

SunTrust uses IBM Tivoli Endpoint

Manager, built on BigFix technology, to

maintain vigilance over the software

running on its computers and previously

undocumented IT assets on the network.

Benefits

Maintains a 98.5 percent patch and

update compliance rate; decreases

update and patch cycle times from

2 - 3 weeks to 2 - 3 days; reduces

productivity losses and human errors

through automation

Atlanta-based SunTrust enjoys leading market positions in some of thehighest growth markets in the United States and also serves clients inselected markets nationally. The company operates almost 1,800 retailbranches and 2,673 ATMs in Alabama, Arkansas, Florida, Georgia,Maryland, Mississippi, North Carolina, South Carolina, Tennessee,Virginia, West Virginia, and the District of Columbia. In addition,SunTrust provides customers with a full range of technology-basedbanking channels, including Internet, PC and Automated TelephoneBanking.

Gaining control over a highly distributedenvironmentSunTrust has a highly distributed environment with nearly 1,800 branchlocations and no local IT resources at most of those locations. Thisresulted in long patch and software update cycles, a large number ofmanual patches and poor visibility into what assets were on the network.These issues also made it difficult to provide required compliance data tothe security and risk management teams.

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“The solution has becomepart of the landscapehere. It was a big changefor the better when wefirst installed it, but hasbecome a standard meansfor us to keep software atthe latest version levels.”

—Ed Jones, Senior Information Planning

Engineer, SunTrust Banks

Automating endpoint managementEd Jones, senior information planning engineer at SunTrust, worksat the nexus of security and systems management at SunTrust. His

responsibilities include execution and oversight of the bank’s patchmanagement, software distribution, anti-virus, software packaging anddevelopment, IT inventory, and workstation imaging services. Jones hasbeen using BigFix® technology (now IBM® Tivoli® Endpoint Manager)since the company selected the product in 2004 to support its softwarepatch and asset inventory programs. Since then, SunTrust has installedthe solution on over 50,000 PCs, servers and mobile computers.

Software patch and update management along with asset inventoryremain the main services provided by IBM Tivoli Endpoint Manager,built on BigFix technology, at SunTrust. “The solution has become partof the landscape here,” says Jones. “It was a big change for the betterwhen we first installed it, but has become a standard means for us to keepsoftware at the latest version levels.”

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“It’s easy to generatereports and we know thatthe information is goingto be complete and accurate.”

—Ed Jones

IBM Tivoli Endpoint Manager also plays a significant role ininventorying SunTrust’s IT assets and providing compliance reporting. “It gives us very detailed reports very quickly and easily,” says Jones. “We can see how many computers we have, and what’s running on them.We can also see if someone has installed non-standard software or a riskyperipheral like a wireless router. And we can do this on every computerthat runs Tivoli Endpoint Manager no matter where it resides on ournetwork—headquarters or in any of the 1,800 bank branches.”

Along with the many responsibilities Jones has, is reporting to multipleconstituencies at the bank. “IT, Risk Management and Compliancegroups are the main customers,” says Jones. “It’s easy to generate reportsand we know that the information is going to be complete and accurate.Tivoli Endpoint Manager is also very handy for fast-breaking custominquiries. It’s very easy to put these together and get results instantly.”

Reducing the update cycle by a factor of sevenSunTrust implemented BigFix technology (now IBM Tivoli Endpoint Manager) across over 50,000 endpoints spread across nearly1,800 locations. The entire roll-out process was accomplished in threemonths with just two people. Ongoing management of all theseendpoints requires only 1.5 FTEs (full-time employees). The solution has brought both speed and visibility to the software update and patchprocess. “A patch or an update used to take two to three weeks toexecute,” says Jones. “We now average two to three days to update over 50,000 computers on our network.”

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Solution components:Software● IBM® Tivoli® Endpoint Manager, built

on BigFix® technology

“We have made greatstrides over the last fewyears in moving fromreacting to events toproactively staying aheadof the game. We couldn’tdo this without this visibility.”

—Ed Jones

Reducing the update cycle by a factor of seven is not only good in itself,but it also reduces the window of vulnerability to malware, securityincidents and breakdowns that the updates and patches are designed toprevent. “Over the years, we’ve brought the segment of our infrastructureequipped with the endpoint management solution up to 98.5 percentcompliance with the latest manufacturer recommended configurations,”says Jones. “This includes both system software—mostly MicrosoftWindows—and applications that run on our computers.”

Jones identifies three major advantages that contribute to these time andlabor savings. “The Microsoft and application software patches we getfrom Tivoli Endpoint Manager are ready to deploy the same day wereceive them,” comments Jones. “We used to have to package and testupdates before sending them out, which added several days to theschedule. We can install updates with virtually no need for end-userintervention. There were always people who would take a few days toexecute an update on their machines, and with a user population as largeas ours, an update would generate a surge of calls to the helpdesk. Finally, Tivoli Endpoint Manager gives us outstanding visibility intoconfiguration status of every machine it runs on. We know if somethinghas been installed or not.”

Achieving 98 percent patch efficiencyWhy automated endpoint management? “I can ‘set it and forget it’,” saysJones. “We achieve over 98 percent patch efficiency, we are able to targetby groups, and the system is fail-safe in that we can override humanerrors preventing outages. This was not true of our previous patchmanagement vendor, PatchLink.”

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SunTrust also evaluated Microsoft® tools at the time, but determinedthat the infrastructure was just too heavy and inflexible. BigFixtechnology, now IBM Tivoli Endpoint Manager, was selected for itslightweight infrastructure, extensive platform coverage and patchefficiency exhibited during the Proof of Concept (POC) test.

Looking AheadJones says visibility is the biggest change. “Before, we really couldn’t seewhat was going on in regards to Microsoft’s Security standards,” heexplains. “Now we can. This has made a huge difference in how weapproach our work. We have made great strides over the last few years inmoving from reacting to events to proactively staying ahead of the game.We couldn’t do this without this visibility. It has really been the key toimprovements we’ve made in maintaining standard system configurations,minimizing vulnerabilities and maintaining supervision over a largeinfrastructure spread out over 1,800 locations from Florida to Maryland.”

With such great long-term results in asset discovery, patch management,software distribution and configuration management SunTrust looksforward to adding more capabilities of IBM Tivoli Endpoint Manager,built on BigFix technology. SunTrust will next look to IBM TivoliEndpoint Manager to help it achieve significant cash savings through PCpower management and optimizing software licensing. These extensionsare made that much easier to implement and their ROI that much greaterwith the technology’s single platform approach that does not require anynew infrastructure to implement additional capabilities. Finally, SunTrustalso plans to implement an IBM Tivoli Endpoint Manager relay in itsdemilitarized zone (DMZ) to extend coverage to roaming laptops whilethey are off the network.

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For more informationTo learn more about IBM Tivoli Endpoint Manager, built on BigFixtechnology, please contact your IBM sales representative or IBM BusinessPartner, or visit the following website: ibm.com/tivoli/endpoint

You can get even more out of Tivoli software by participating inindependently run Tivoli User Groups around the world. Learn about opportunities near you at: www.tivoli-ug.org

For more information on SunTrust, visit www.suntrust.com



Produced in the United States of AmericaFebruary 2011All Rights Reserved

IBM, the IBM logo, ibm.com, BigFix and Tivoli are trademarks of InternationalBusiness Machines Corporation in the United States, other countries or both. If theseand other IBM trademarked terms are marked on their first occurrence in thisinformation with a trademark symbol (® or ™), these symbols indicate U.S. registeredor common law trademarks owned by IBM at the time this information was published.Such trademarks may also be registered or common law trademarks in other countries.A current list of IBM trademarks is available on the web at “Copyright and trademarkinformation” at ibm.com/legal/copytrade.shtml

Microsoft is a trademark of Microsoft Corporation in the United States, othercountries, or both.



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IBM SoftwareTivoli

Case Study

Aircell delivers reliable in-flight Internet access

OverviewChallenge:

Provide in-flight Internet access; but

maintaining service reliability was

challenging with silo-based management.

Solution:

Aircell engaged IBM and IBM Premier

Business Partner generationE to

implement an Integrated Service

Management solution that enables

administrators to view end-to-end

performance of the entire network,

both cellular and terrestrial, in real time

and in business context via a network

topology map unlike any other.

Benefits:

Ability to support 50x growth in first year;

50 percent reduction in mean time to

repair; ability to spot service-affecting

problems before they occur and rapidly

identify the root cause of issues when

they do occur.

How can organizations derive the greatest business value from theircomplex technological infrastructures? For many companies, the answerlies in shifting their focus from technology to service levels, particularly as seen from users’ perspectives. By delivering services that closely alignto customer needs and interests, and continually assuring that targetperformance levels are met, many companies are achieving businessoutcomes that would otherwise not be possible.

Consider Aircell, a leading provider of inflight connectivity. Thecompany is chartered with enabling communications for customers under exceptionally demanding circumstances—on an airplane travelingat an altitude of 35,000 feet at speeds of up to 500 miles per hour.

Founded in 1991, Aircell originally focused on satellite based telephonecommunications on planes. The company has experienced considerablesuccess in this arena, winning more than 30 patents and developingsolutions deployed in more than 6,000 airborne installations.

As interest surged for anywhere, anytime Internet access, Aircellresponded with its Gogo® Inflight Internet service that turns commercialairplanes into Wi-Fi hotspots. Gogo is currently available on all AirTranAirways and Virgin America flights and on select Air Canada, AlaskaAirlines, American Airlines, Delta Air Lines, US Airways and UnitedAirlines flights. With Gogo service, passengers can surf the web, checkemail, instant message and access corporate virtual private networks from

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“With hundreds ofthousands of data points a day, there was no waywe could have managedthe network withoutTivoli Netcool software.”

—Gary Sahagun, Network Performance

Manager, Aircell

their laptops, smart phones and PDAs. Passengers can select to pay forservice via a per-flight, daily, monthly or yearly subscription. Today, Gogois available on over 1,000 commercial aircraft on more than 3,500 dailyflights in the continental United States.

“With our Gogo Inflight Internet service, we’ve found a way to make airtravel go faster for passengers,” said Gary Sahagun, Aircell’s NetworkPerformance Manager. “But to do this we need to make sure our network performs. The better the performance and throughput, the more passengers can access the network and the happier they are with the service.”

Technical intricacies led to extraordinaryproject requirementsDelivering complex, data-based services on a moving airplane creates aunique set of challenges. As airplanes move rapidly from departure todestination, they continually change radio access towers to provide thebest connection. In delivering its data service, Aircell had managed theunderlying technologies in three logical groups: the patented broadbandequipment on the planes, a national network of ground-based cell towers,and the Aircell data center, with its servers, routers and the base stationcontroller.

However, leveraging this infrastructure to deliver full high-speed Internetaccess required that the company move from a silo-based approach thatfocused on each of these groups separately to an Integrated ServiceManagement model in which administrators could view real-time, end-to-end performance of the entire network.

IBM and generationE provide an effectivecombinationAircell had set a goal of completing this project within an 18-monthtimeframe. Any delays could affect the company’s success in this newmarket. Such an accelerated schedule meant that Aircell had to selectcarefully, choosing best-in-class technologies and technology partnerswith proven expertise and deep knowledge of the wireless industry.

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Solution componentsSoftware● IBM® Tivoli® Composite Application

Manager for Transactions● IBM Tivoli Monitoring● IBM Tivoli Netcool®/Impact● IBM Tivoli Netcool/OMNIbus● IBM Tivoli Netcool Performance

Manager for Wireless● IBM Tivoli Network Manager

Services● IBM Lab Services

IBM Business Partner● generationE Technologies

“Mean time to repair is reduced by about 50 percent because wecan arm our vendorswith event data andmetrics they need toisolate the issue.”

—Mike Moderski, Network Operations Center

Manager, Aircell

After considering HP and others, Aircell turned to IBM and IBM Premier Business Partner generationE Technologies to implementIBM Integrated Service Management solutions for service qualitymanagement. These solutions help Aircell to ensure a high-qualitycustomer experience by providing the necessary visibility, control andautomation for delivering enhanced services.

IBM and generationE integrated IBM® Tivoli® Netcool® software with a custom-built Google Earth application to create a networktopology map unlike any other. This map delivers a three-dimensionalview of the overall Aircell network from the ground, air and across thenation with event and performance data delivered in business context togive it real-world meaning. On the map, aircraft icons change color from green to yellow when minor issues arise, and to red when criticalproblems occur. As the status changes, Network Operations Center(NOC) staff can simply click on the icon to view the latitude, longitude,altitude and flight number for the aircraft along with event information.Because the solution automatically collects and correlates technical data,administrators can quickly isolate the root cause of problems to minimizethe business impact. In cases when network equipment on the planesrequire repair, Aircell can dispatch technicians to a plane’s destination sothat once the plane lands they can fix the problem. This has been criticalin instances in which the turnaround time between a plane’s arrival anddeparture is less than an hour.

“Other vendors couldn’t figure out a way to track the aircraft in graphicalformat,” said Mike Moderski, Aircell’s Network Operations CenterManager. “When we presented the idea to IBM and generationE, they created a solution and have gone the extra mile to help us achieveour goals.”

A 50 percent reduction in mean time to repairWhile customers perceive their experience as that of a traditional Wi-Fi hotspot, a far more complex situation occurs behind the scenes.IBM Tivoli Netcool/OMNIbus continually draws network event data

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“For every minute ofevery flight we can view performance of the network from boththe air and from theground so we can predictthe next issues and getthere ahead of time.”

—Joe Yackee, Network Performance Engineer,

Aircell

from the company’s integrated network environments in real time, and then automatically filters and analyzes faults to eliminate eventstorms. IBM Tivoli Network Manager automatically “polls” networkequipment to identify in real time any errors, such as an out of memorycondition on a router. IBM Tivoli Composite Application Manager forTransactions enables staff to run synthetic transactions—such as thepurchase process—to identify problems from the user perspective. AndIBM Tivoli Monitoring monitors more than 90 percent of the company’snetwork servers.

IBM Tivoli Netcool/Impact software then correlates this data and feeds it into the topology map to deliver a comprehensive, business-centricperspective on service quality and the business impact of problems.Through this integrated view, Aircell can take swift, efficient andinformed action to address problems on a prioritized basis.

“MTTR [mean time to repair] is reduced by about 50 percent because we can arm our vendors with event data and metrics they need to isolatethe issue,” commented Moderski. “We also save time because the solutionproactively alerts us of any degradation before it results in an outage. Forexample, with IBM Tivoli Network Manager, we don’t have to wait for anevent to transpire or take time to log into a piece of equipment to seewhat its status is.”

Real-time insight drives growthAt the same time, the IBM Tivoli Netcool Performance Manager forWireless application collects and processes thousands of performance-based metrics—such as packet air rate, bytes transmitted and received,data rate and number of users—from the Aircell Broadband Systemlocated on each plane along with data from each of Aircell’s hundreds ofcell towers across the country to help operations staff view trends andidentify emerging problems. For example, in one instance, administratorsfound that transmission rates at one cell tower slowed as more planes

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that flew in the area adopted the Gogo Wi-Fi service. Using thisinformation, operations staff was able to adjust software parameters onthe transmission equipment to accommodate the increased demand—before any passenger service was affected.

“For every minute of every flight we can view performance of thenetwork from both the air and from the ground so we can predict thenext issues and get there ahead of time,” said Joe Yackee, Aircell’sNetwork Performance Engineer.

Moving forward the company expects to leverage network usageinformation, such as the percentage of passengers logging in each flight and the types of devices used, to tailor its services and improve the passenger experience.

“With hundreds of thousands of data points a day, there was no way we could have managed the network without Tivoli Netcool software,” said Sahagun.

For Aircell, this ability to understand service delivery at every level fromits passengers’ perspective rather than a technology perspective has beenkey to its enormous success. Recent surveys have shown that more than90 percent of respondents were satisfied with their experience using GogoInflight Internet service. More than 60 percent of the people who logonto Gogo each day are repeat users, and that figure is climbing daily.

“We achieved a 50-fold increase in service usage in the first year,” said Moderski. “With Tivoli software we can keep up with this rapidexpansion and ensure customer satisfaction without having tosubstantially increase our operations staff.”

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For more informationTo learn more about IBM Tivoli software, please contact your IBM salesrepresentative or IBM Business Partner, or visit the following website:ibm.com/tivoli

You can get even more out of Tivoli software by participating inindependently run Tivoli User Groups around the world. Learn about opportunities near you at: www.tivoli-ug.org

For more information about Aircell, visit: www.aircell.com

For more information about generationE Technologies, visit: www.generationetech.com



Produced in the United States of AmericaFebruary 2011All Rights Reserved

IBM, the IBM logo, ibm.com and Tivoli are trademarks of International BusinessMachines Corporation in the United States, other countries or both. If these and otherIBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common lawtrademarks owned by IBM at the time this information was published. Such trademarksmay also be registered or common law trademarks in other countries. A current list ofIBM trademarks is available on the web at “Copyright and trademark information” atibm.com/legal/copytrade.shtml



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Smarter Physical Infrastructure

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Industrial ProductsLet’s build a smarter planet

ABB Group is an industry leader in the manufacture of power and automation technologies, and serves utility and industry customers in around 100 countries. The group employs about 130,000 people, of whom around 700 work for ABB Service, an arm of the company that provides maintenance services for both the products that ABB Group sells and the machinery used to make them.

ABB Service Ludvika (ABB SEV) provides asset management services for one of ABB’s manufacturing plants. It has exclusive responsibility for maintenance, logistics and environmental issues at the plant, and employs the approximately 100 electricians, automation technicians, and engineers responsible for carrying out the preventative and corrective maintenance that keeps the manufacturing machinery running smoothly.

The need for a new solutionBetween 2005-2009, ABB SEV used the service module of its BAAN ERP software to handle asset management. “The solution worked for us up to a point, but only after heavy customisation,” says Dan Petersson, Site Manager at ABB Service Ludvika. “It was a good production system for the client’s manufacturing processes, but definitely not ideal for asset management and maintenance.

“The main problem was that we have a very complex workflow structure – every time a maintenance job is performed by one of our staff, it needs to be entered into the asset management system. These jobs number in the thousands, and our BAAN solution simply wasn’t set up to handle all the data we generate. As a result, getting an overview of the maintenance that had been performed on any given machine was very difficult. About 87 percent of the maintenance work we were doing was corrective and only 13 percent preventative. We didn’t want a situation where technicians are waiting around with their toolboxes until something breaks – we wanted to take a more proactive approach.”

The company also decided its old maintenance processes were too paper-heavy. “The ABB plant in Ludvika has a large number of complex machines, so we have to repair and inspect many different components every day,” continues Dan Petersson. “We were generating over 40 individual invoices per day, which then had to be printed out and posted to a different site, where they were scanned into our client’s financial system.

ABB Service Ludvika moves to a proactive maintenance modelGaining new insights into asset management with help from Sigma

Smart is...Leveraging real-time heuristics to gain insights into the common causes of mechanical failures on ABB’s factory floor.

ABB Service Ludvika (ABB SEV) provides maintenance and logistics services for one of ABB’s manufacturing plants. The company wanted to streamline its paper-based invoicing process and improve its proportion of preventative to corrective maintenance – which meant finding a new asset management solution. With the help of Sigma and another external provider, ABB SEV migrated from a BAAN solution to IBM Maximo Asset Management, and integrated it with ABB Group’s SAP financial system.

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“This was very frustrating for both sides; it made billing a very human-intensive process that created a large amount of bulky paper records, which could be damaged or misplaced.”

The company wanted to go paper-light and improve its proportion of corrective to preventative maintenance. In order to achieve this, ABB SEV needed to implement a customised, powerful and cost-effective asset management solution that could streamline its workflow processes.

Building a partnership“When the time came to upgrade the old system, ABB SEV approached us to investigate the alternatives,” says Göran Olausson, Key Account Manager for ABB Service at IBM Business Partner Sigma. “We surveyed the products available on the market, and decided that IBM Maximo Asset Management was the ideal solution to help ABB SEV reduce its paper invoicing and achieve better information integration.”

With the help of Sigma and another external service provider, ABB SEV migrated its asset data to Maximo. “Sigma’s Project Manager really pushed the work forwards, and I was very impressed by his team’s technical expertise,” comments Dan Petersson. “Many people underestimate the complexity of integration projects, but close collaboration with Sigma ensured everything went very smoothly.”

“The biggest problem that ABB SEV wanted us to address was the excessive amount of invoicing generated by its legacy system,” explains Göran Olausson. “With the help of another external provider, we developed an integration platform for the company’s SAP ERP systems. After a complex procedure, we linked both systems together electronically, meaning that the work order process now begins and ends in Maximo, with SAP automatically handling the invoicing aspects.”

Business Benefits

• Leverages real-time heuristics to identify the combinations of factors which lead to mechanical failures, helping engineers take action with predictive maintenance before faults arise.

• Increases the preventative-to-corrective maintenance ratio by 27 percentage points, maintaining greater than 95 percent availability for critical production-line machinery.

• Eliminates paper-based processes with automated electronic invoicing – saving thousands of hours each year.

Smarter Maintenance Smarter prioritization of asset management with Maximo

Instrumented Technicians on the ABB factory floor enter maintenance data about over 7,000 assets directly into Maximo, creating a complete history of all faults detected and maintenance work performed.

Interconnected Maintenance is now a seamless end-to-end process: Maximo work orders automatically create collective monthly invoices in the SAP ERP system and transmit them to the client for payment.

Intelligent ABB SEV can leverage real-time heuristics to identify the combinations of factors which lead to mechanical failures, and take action with predictive maintenance before faults arise.

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Cutting out the paperworkNow the company uses Maximo as its asset management program, straight through processing and automation have been massively increased, helping ABB SEV to go paper light. “Thanks to the IBM solution, our SAP and ERP systems are now electronically linked,” says Dan Petersson.

“With Maximo, we can now send collective invoices to our customer at the end of every month, which has helped us cut down on time-consuming administrative tasks. Likewise, because the two systems are connected, we no longer have to go through the laborious process of printing out individual invoices and scanning them into the SAP system manually; it’s all routed automatically to our SAP software, then on to the customer. We’ve gone from 15,000 manually-processed invoices per year to just a few for external customers – so as you can imagine, the cost savings are significant!”

Enhancing maintenance processesSavings from reduced invoice printing have not been the only benefit, however. “The positive impact that the IBM Maximo solution has had on our maintenance processes is significant,” continues Dan Petersson. “Maximo required very little customisation, and we hardly had to change our process workflow at all. However, it has changed the way we work in a positive way. We’re now able to analyse the information we enter into Maximo to deliver valuable insights that are helping us to identify root causes, predict faults, and prioritise our maintenance workload more effectively.

“Currently, we have 7,000 unique production equipment items in Maximo. Using the Maximo Start Centers, we can drill down into the maintenance data to discover which individual machines have the highest maintenance costs, and make better decisions about how to increase availability while reducing expenditure. For example, if a particular machine is old and keeps suffering expensive faults, we might recommend that the ABB plant should replace some of its key components, or even purchase a new machine.

“The more information we collect, the more we’re able to start seeing patterns in the data. By seeing what the common causes of breakdowns are, we can make suggestions that can prevent common faults occurring. In fact, we have such a rich base of statistics now that we have a member of staff dedicated to QlikView report analysis. The insights we’re getting are so useful, we’re planning to make more engineering resources available to analyse the data.”

This integration of information has had a dramatic effect on the proportion of corrective to preventative maintenance – 40 percent is now preventative work based on predictions informed by Maximo, an increase of 27 percentage points.

“Currently, we have 7,000 unique production equipment items in Maximo. Using the Maximo Start Centers, we can drill down into the maintenance data to discover which individual machines have the highest maintenance costs, and make better decisions about how to increase availability while reducing expenditure.”

— Dan Petersson, Site Manager, ABB Service Ludvika

Solution ComponentsSoftware• IBM Maximo Asset Management

IBM Business Partner• Sigma

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“In all, I am extremely pleased with the IBM solution,” concludes Dan Petersson. “We now have a streamlined system that helps us maintain 95 percent technical availability across the site, and there are great prospects for further improvements to the cost-effectiveness of our asset management.”

For more informationTo learn more about IBM software, contact your IBM sales representative or visit ibm.com

To learn more about ABB Service, visit www.abb.com.

To learn more about Sigma, visit www.sigma.se/en.

© Copyright IBM Corporation 2011.

IBM Svenska AB SE-164 92 STOCKHOLM Sweden Produced in Sweden. October 2011.

All Rights Reserved.

IBM, the IBM logo, ibm.com, and Maximo are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of other IBM trademarks is available on the Web at “Copyright and trademark information” at http://www.ibm.com/legal/copytrade.shtml.

Other company, product or service names may be trademarks, or service marks of others.






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Brookhaven NationalLab raises productivityusing IBM solution

Smart is… The needBrookhaven National Lab needed afacilities management solution toenable higher productivity and accuratebudgeting data for a 52-acre facilitywith 348 buildings, and its own fire andpolice departments.

The solutionThe lab chose an IBM® Maximo®Asset Management solution thatenables automated workflow and datatracking with enhanced reporting andmobile work management capabilities.

What makes it smarterAutomatically generating and trackingwork orders and comparing the resultsagainst KPIs has enabled the mainte-nance staff to improve their productivityby 32 percent

The result51 to 30 ratio of preventive to correctivemaintenance indicates that the facilityspends more time preventing emergen-cies than fixing them.

Matter is breaking up at Brookhaven National Laboratory (BNL) butno one has to worry about fixing it. Scientists are smashing gold ionstogether at the speed of light to see how their components—quarksand gluons—take shape. The machine that does this is the first thathumankind has built to reveal what the universe looked like in its firstfew moments.

Elsewhere at BNL synchrotron radiation is probing the fine structureof matter. Armed with knowledge of how small particles interact, otherscientists are fabricating new structures that might one day be used toprovide energy. It’s all in a day’s work for one of the Department ofEnergy’s crown jewels of scientific exploration.

Peter Eterno’s goal is to take care of the 52-acre site in Upton, New York, so that scientists can do their work.

Peter is manager of the Facilities Operations Center, which maintainsthe BNL’s 348 buildings and their surrounding areas, which include29 miles of paved roads and 12 miles of sidewalk. BNL has its own fireand police departments.

The BNL’s 2,750 employees and 4,000 guest scientists must be keptwarm in the winter and cool in summer. Peter’s job is to make sure thatheat and cooled air are flowing as needed as well as water, electricityand telecommunications. Facilities Operations has 700 employeesengaged in keeping BNL working properly, including plumbers, elec-tricians, sheet metal workers, steam fitters, carpenters and cabinet mak-ers, water treatment workers and all the other specialists who areneeded to keep a small city working.

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Business benefits● 32 percentage point increase in pro-

ductivity (82 percent of work orderscompleted, up from 50 percent)

● 20 full-time employees repurposed tohigher value tasks

● 240,000 USD saved in clerical workthat has been eliminated by Maximo

To help him manage the department, Peter relies on IBM MaximoAsset Management for the workflow that makes service calls efficientand timely, and for the preventive maintenance that helps him get themost value from the life cycle of the BNL’s assets.

Thirty-two percentage point improvement inproductivityBNL moved to Maximo some years ago after having used DatastreamMP2 for five years. “Datastream was good for printing out workorders,” says Peter. “But it was a client server application, and you had to come to where it was available. Maximo offers a computerizedmaintenance management system [CMMS] that is more of a manage-ment tool. Being web browser-based, all my managers and their tradepeople can access the data they need and perform better at their jobs.”

At first the data presented a wake-up call. “I saw that only 50 percentof work orders were being completed,” says Peter. “I started to useMaximo to manage my whole operation, all the workflow and docu-mentation involved in maintaining a physical infrastructure with anasset value of 1.6 billion USD. Maximo has been improved over the

Smarter facilities operations: Computerized maintenance management system boostsproductivity and saves costs

Instrumented A PDA is used to indicate all defects that have to be fixed, uploadthose in Maximo, generate work orders, generate assignments andtrack them over time

Interconnected Web browser-based solution connects staff with management and provides visibility into work management system and ability to analyzeresults

Intelligent In order to ensure that BNL is more proactive than reactive on repairs,all preventive maintenance is scheduled and performed using Maximo.BNL performs a total of 35,000 work orders per year, and of that 51 percent is preventive. Knowing how many work orders there areper facility, BNL is able to push workers towards the right facilities to keep BNL in the condition it has to be in according to what theDepartment of Energy determines is mission critical. The informationreceived from Maximo is used to determine what buildings are demol-ished and replaced.

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Solution components:Software● IBM Maximo® Asset Management ● IBM Maximo Mobile Work Manager

IBM Business Partner● VFA

years, and the better the tool, the more you can use it to manage youroperation. Now in the most recent year we completed 82 percent ofwork orders. Maximo has helped us improve our productivity by about32 percentage points.”

All of the work is prioritized. Priority one work needs to be donewithin 48 hours, for instance, and priorities two and three have longertime frames. Using KPI modules in Maximo, Eterno tracks and trendsthe response time, costs and the number of work orders in each priority.

“I can go back from year to year through the KPIs and to determinewhat percentage of work orders in priority one are being completedand what is the average response time,” says Peter.

Fifty-one percent preventive maintenanceIn order to ensure that his department is more proactive than reactiveon repairs, Peter makes sure that all preventive maintenance is scheduled and performed using Maximo. BNL performs a total of35,000 work orders per year, and of that 51 percent is preventive.Corrective maintenance accounts for 30 percent and 19 percent is project work.

“You always want preventive maintenance to be higher than correctivebecause it means that you’re not spending all your time putting outfires,” says Peter. “Also, based on knowing how many work orders I have per facility, I’m able to push my workers towards the right facilities to keep BNL in the condition it has to be in according towhat the Department of Energy determines is mission critical. And weuse information we get from Maximo to determine what buildingswe’ll demolish and replace.”

The Department of Energy requires facilities inspections to determinethe condition of buildings. For this, BNA turns to IBM BusinessPartner VFA based in Boston, Massachusetts. VFA facility is the soft-ware tool used and VFA’s service arm helps to actually perform theinspections. The information gathered through VFA inspections inte-grates with the Maximo tool through VFA AssetFusion.

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“I use Maximo to man-age my workflow, lookat my productivity anddetermine my budgets.”

—Peter Eterno, manager, FacilitiesOperations Center, Brookhaven NationalLaboratory

Saving 240,000 USD in clerical workBNL uses Maximo to automate reporting to its internal stakeholders sothat they have easy email access to information on the maintenancestatus of their buildings and can track that information by number andpriority of service calls.

“Since Maximo interfaces with email servers, I can distribute thereports automatically, eliminating paper reports and getting out the work that otherwise would require four full-time employees at 60,000 USD each, or 240,000 USD annually,” says Peter.“Stakeholders also get much more timely information for making decisions.”

Twenty full-time employees reassigned tohigher value tasksOne of BNL’s most recent successes is the implementation ofIBM Maximo Mobile Work Manager to eliminate paper work ordersand enable workers to input their own information when they are onthe job. “Formerly, workers used do the job, then write their com-ments down on a piece of paper, fill out a time card, and hand thepaperwork over to a clerical person,” says Peter. “Data got lost andcorrupted. People would forget how many hours they worked andhours were lost. Now the individual does the work and completes thework order on a PDA device. I’m getting better data because the per-son who did the work enters the data.”

Not only does the mobile system provide more accurate data, it is alsohelping to improve the department’s productivity because 20 full-timeemployees, who used to take paper work order forms from the fieldstaff and process them can now work on higher value tasks.

Using Maximo Mobile, Peter’s staff is doing safety inspections. “Wecan use the PDA to indicate all defects that have to be fixed, uploadthose in Maximo, generate work orders, generate assignments andtrack them over time,” he says. “I’m happy because I can see that ourmoney is going into a higher level of productivity and better quality,”says Peter. “Does Maximo help? Without a doubt!”

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The inside story: getting there

Top-down and bottom-up supportBNL’s decision to adopt a Maximo solution was a combination of top-down support from the CIO and head of EnterpriseApplications, coupled with support from the Facilities Managementteam and the new end users. Representatives from all parts of theLaboratory participated in the decision making and vetting of thesenew solutions. The Lab sponsors were careful to show that the rec-ommended new solutions would address both immediate businessrequirements while providing a foundation for future growth andinnovative expansion.

Emphasizing the vision of a Laboratory-wideprocess engineWhen considering its choice of a facilities management solution,the Facilities Management team brought senior management intothe decision-making process and got buy-in for IBM Maximo AssetManagement by presenting a strong case for system and processconsolidation. They focused this case on an extensive review ofMaximo’s capabilities to address their Tier 1 requirements. Part ofthese requirements included integration with the BNL’s existingsystems such as PeopleSoft HR.

Senior management put a high value on the cost avoidance of apreintegrated solution, proven mobile solution architecture andconsolidated infrastructure. Additionally, senior management foundthe vision of a Laboratory-wide process engine very attractive, giving them oversight and reporting into all processes related tosafety inspections, corrective action tracking, facilities supportactivities, fleet management and work management in the scientificprogram areas.

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For more informationContact your IBM sales representative or IBM Business Partner, orvisit us at: ibm.com/software/tivoli/products/maximo-asset-mgmt/

For more information on Brookhaven National Laboratory, visit:www.bnl.gov

For more information on VFA, visit www.vfa.com

Additionally, financing solutions from IBM Global Financing canenable effective cash management, protection from technology obso-lescence, improved total cost of ownership and return on investment.Also, our Global Asset Recovery Services help address environmentalconcerns with new, more energy-efficient solutions. For more informa-tion on IBM Global Financing, visit: ibm.com/financing




IBM, the IBM logo, ibm.com and Maximo are registered trademarks of InternationalBusiness Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence inthis information with a trademark symbol (® or ™), these symbols indicate U.S.registered or common law trademarks owned by IBM at the time this informationwas published. Such trademarks may also be registered or common law trademarksin other countries. A current list of IBM trademarks is available on the web at“Copyright and trademark information” at ibm.com/legal/copytrade.shtml

Other product, company or service names may be trademarks or service marks ofothers.

This case study is an example of how one customer uses IBM products. There is noguarantee of comparable results.

References in this publication to IBM products and services do not imply thatIBM intends to make them available in all countries in which IBM operates

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http://www.bnl.gov

http://www.vfa.com



TM

Covanta offers newapproach to addressworld’s energy needs

OverviewThe NeedCovanta needed a consistent approachto asset management and maintenancethat would help it maintain its reputationfor safety, environmental responsibility,reliability and operational efficiency.

The SolutionCovanta worked with IBM to implementan asset management and maintenancesystem that increases the ratio of pre-ventive to corrective maintenance andenables the sharing of best practicesacross facilities.

What Makes it SmarterAbility to correlate thousands of pointsof data from sensors helps staff touncover potential problems and imple-ment repair strategies before safety,environmental compliance and opera-tions are compromised.

Some scientists predict that if we stay on our current course we will irreversibly damage our planet’s environment within the next 30 years—leading to serious economic, health and climate changes.Two of the biggest culprits: our continually increasing reliance on fossilfuels and the escalating volume of refuse created. But as the world facesa growing industrialized population—expected to increase 50 percentin next 30 years—what can be done?

Turning waste into wattsFor executives at Covanta Energy, the answer is in taking trash andturning it into clean, renewable energy. This environmentally sustain-able approach to waste disposal offers significant benefits to the globalcommunity—reducing the volume of waste by 90 percent and eliminat-ing one ton of carbon dioxide for every ton of waste processed.

Covanta owns and/or operates 64 energy generation facilities including45 Energy-from-Waste (EfW) facilities. Covanta-operated facilitiesconvert more than 20 million tons of trash annually into 9 millionmegawatt hours of electricity and 10 billion pounds of steam sold to avariety of industries. The company’s facilities have converted morethan 340 million tons of trash into energy, generating enough clean,renewable energy to power 20 million homes a year and offsettingapproximately 340 million tons of greenhouse gases—the equivalent ofplanting nearly 8 billion trees.

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Business Benefits● 400 percent increase in preventive/

proactive work orders, enabling staffto stay ahead of asset failures

● Achieved a record average facilityavailability of 91.6 percent with some facilities attaining 96 percentavailability

● 10 percent reduction in total down-time hours (both scheduled andunscheduled) with a 22 percentreduction in unscheduled downtime

● Received OSHA Voluntary ProtectionProgram Star site status at 32 Covanta facilities1

Smarter Utilities: Maintaining safety, compliance and reliability

Instrumented Asset and maintenance data, including work orders, asset conditions,inventory, and more is captured and tracked from a single platform.

Interconnected Covanta asset and maintenance staff can share job plans, preventivestrategies, inventory strategies and best practices across all facilities,saving potentially thousands of hours of work.

Intelligent The solution correlates thousands of data points to help staff toidentify trends and implement preventive strategies before opera-tions are affected.

Creating world-class operationsGiven the company’s commitment to address some of the world’s mostcritical challenges, it’s no surprise that for company executives howCovanta operates is as important as what it does.

“Our facilities have a well-earned reputation for their commitment tosafety, environmental excellence, reliability and efficiency,” says SteveToth Jr., CMRP, Vice President, Maintenance/Asset Reliability,Covanta Energy. “This is significant given that the Energy-from-Wasteindustry is very closely monitored and regulated by many groups andgovernment agencies.”

To gain this reputation the company has made significant investmentsin its asset management and maintenance program. “Our goal is todeliver the safest, environmentally compliant and most reliable per-formance,” says Toth. “It creates confidence for our clients and for theindustry. So how we manage and maintain our assets requires a proac-tive approach that enables us to predict issues before they affect ouroperations.”

Covanta currently works with IBM to help it maintain and manageassets across its facilities. Through the use of IBM® Maximo® AssetManagement software, the company has a single platform from whichto manage its more than 53,000 enterprise assets, their conditions andwork processes along with nearly 100,000 inventory items. These assetsinclude everything from cranes and combustion chambers, to genera-tors and cooling systems, to air quality controls and environmentalmanagement systems.

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Solution Components:Software● IBM® Maximo® Asset Management

The company maintains about 19,000 preventive maintenance workorders and 12,500 job plans in IBM Maximo Asset Management soft-ware, processing about 230,000 corrective and preventive maintenancework orders annually. Relevant documents—such as equipment photos,manuals and materials lists—are attached to each work order so main-tenance crews have all necessary information at their fingertips.Financial information stored in Oracle PeopleSoft software is inte-grated with the system so staff can track costs over the lifetime of eachasset. Doing so enables the company to determine whether it’s morecost-effective to repair or replace a particular asset.

This integrated approach was critical if the company was to efficientlyand effectively manage all its facilities. “The use of IBM Maximo AssetManagement software is helping us achieve our mission of generatingclean renewable energy and a sustainable future for our client commu-nities,” says Toth. “We’ve acquired different facilities over the years,each having different manufacturers, different configurations and different business approaches. Maximo enables us to manage all thedifferent pieces and parts and share best practices across our facilities.We easily save hundreds, if not thousands, of hours preventing peoplefrom reinventing the same work.”

Predicting problems before they impactoperationsAccording to Toth, a huge challenge in managing any type of facility is“making sense of all the data” to identify possible patterns or trends.With IBM Maximo software this job has become easier. For example,facilities staff has to track more than 6,000 vibration data points aloneon critical rotating assets, such as turbine generators, induced andforced draft fans, and pumps. Any variation from normal vibration patterns could signal an issue that if left unchecked could cause equipment outages and affect combustion, air quality control and environmental management processes. IBM Maximo AssetManagement software helps engineers to consolidate and correlatethese data points to uncover any abnormal or unexpected conditionsbefore the equipment even displays a problem. Corrective work orderscan then be dispatched and tracked through the system to help staffconfirm resolution.

“The use ofIBM Maximo AssetManagement software ishelping us achieve ourmission of generatingclean renewable energyand a sustainable future for our clientcommunities.”

—Steve Toth Jr., CMRP, Vice President,Maintenance/Asset Reliability, Covanta Energy

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“Last year alone, werealized a 10 percentreduction in total downtime hours (bothscheduled and unsched-uled) with a 22 percentreduction in unscheduleddowntime.”

—Steve Toth Jr.

Likewise, the software has helped Covanta staff to correlate data fromdifferent facilities to pinpoint failures of specific parts under certainenvironmental conditions or identify assets that have a high failurerate. This insight is critical in supporting the company’s new RootCause Analysis Program, which helps staff to track any issues anddevelop and implement strategies to prevent recurrence. In fact, overthe last two years, the company has grown its proactive programsabout 400 percent. And because new information is added daily, staffcan accurately assess which strategies are working and where programenhancements are required.

The company’s safety and environmental compliance programs haveboth benefited from Covanta’s preventive maintenance program. As aparticipant in OSHA’s Voluntary Protection Program (VPP)—32 of itsfacilities are currently OSHA VPP Star sites with more being added—Covanta uses IBM Maximo software to manage safety-related workalong with VPP certification requirements. From an environmentalperspective, continuous monitoring of emissions is critical for Covantato meet its air quality and permit requirements. IBM Maximo softwarenot only supports routine testing of air quality control equipment tohelp confirm compliance but also enables staff to manage correctiveprocedures when necessary.

“With IBM Maximo Asset Management software, we can make better business decisions that help us to improve the reliability of ouroperations while reducing costs,” says Toth. “Last year alone, we real-ized a 10 percent reduction in total downtime hours (both scheduledand unscheduled) with a 22 percent reduction in unscheduled down-time. This helped us to achieve a record average availability of ourfacilities of 91.6 percent—with some facilities achieving 96 percentavailability—even as we processed a record 16.22 million tons andincreased our throughput capacity to 19 million tons of waste. I couldnot imagine achieving this without Maximo and a world-class team ofprofessionals.”

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Reducing inventory costsWith more than 100,000 inventory items, valued at tens of millions of dollars, it can be difficult to ensure that the right parts are at theright location at the right time. To help facilitate this, Covanta usesIBM Maximo software to link its inventory parts with the correspon-ding assets so technicians can easily view what parts are needed andwhere they are located. What’s more this process has helped the organ-ization to identify a number of extra or obsolete parts that have beensitting on the shelves for many years. “In the last six months alone,we’ve been able to reduce our inventory value upwards of 8 percent,which represents a significant dollar value that goes directly to the bot-tom line,” says Toth. “IBM Maximo software continues to pay for itselfmany times over.”

A model for continuous improvementToth emphasizes that while considerable benefits have been realized todate, it’s only the tip of the iceberg. Work is underway at Covanta toautomatically feed testing, diagnostic and log data directly from equip-ment sensors into IBM Maximo software—replacing manual processesand enabling the company to move from a time-based to a condition-based maintenance program. Predefined action plans will then triggerwork orders when equipment is operating outside of normal specifica-tions or when conditions dictate (e.g., changing engine oil on an assetafter a certain number of runtime hours). Additionally, new handheldsusing IBM Maximo Mobile Work Management will help operatorscapture and access information in the field—saving time and increasingstaff productivity. And this is just the beginning.

“IBM Maximo is an extremely powerful platform,” explains Toth. “Westarted using the basic capabilities and are now providing our teamswith access to many more modules. This will put us in a strong posi-tion to continue to improve our operations—maximizing profitabilitywhile ensuring the safety, reliability and availability of all our facilities.”

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Produced in the United States of AmericaApril 2010 All Rights Reserved

IBM, the IBM logo, ibm.com, Smarter Planet, the planet icon, Maximo and Tivoli are trademarks or registered trademarks of International BusinessMachines Corporation in the United States, other countries, or both. These and other IBM trademarked terms are marked on their first occurrence in thisinformation with the appropriate symbol (® or ™), indicating U.S. registered orcommon law trademarks owned by IBM at the time this information was published.Such trademarks may also be registered or common law trademarks in othercountries. A current list of IBM trademarks is available on the Web at ibm.com/legal/copytrade.shtml

Other company, product, or service names may be trademarks or service marks ofothers.

This case study illustrates how one IBM customer uses IBM products. There is noguarantee of comparable results.


1 As of January 2010.

For more informationTo learn more about how IBM can help you transform your business,please contact your IBM sales representative or IBM Business Partner.

Visit us at:ibm.com/tivoli

For more information about Covanta Energy, visit:www.covantaholding.com

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http://www.covantaholding.com

IBM Rochester, MNimplements solution for Smarter BuildingsGains economic, operational and environmentalbenefits

Smart is...

Integrating building, infrastructure and enterprise systems to promote sustainableand cost-effective operations.

Through a joint effort of IBM Global

Business Services, IBM Software Group

and IBM Alliance Partner Johnson

Controls, IBM’s solution for Smarter

Buildings delivers new economic,

operational and environmental benefits to

IBM facilities. The integration of asset and

service work-order management with

energy and sustainability management

analytics is a key enabler for reducing

energy use and carbon emissions, and

for sustaining these reductions. A five

percent year-over-year incremental

energy savings is expected for a facility

that has undergone years of energy

efficiency improvements, and

observations in the pilot indicate an eight

percent annual savings from the

equipment’s operating costs.

With rising energy costs and the overall economic environment, commercial property owners are faced with a significant challenge: maintaining reliability and efficiency of their facilities while demonstrating environmental responsibility.

It’s a challenge that IBM is all too familiar with. IBM operates hundredsof facilities in support of its global operations. Over the years, the company has taken a leadership role in implementing energy conservationand building management practices that promote sustainable and cost-effective operations. Today, using its solution for smarter buildings,IBM is gaining a new level of economic, operational and environmentalbenefit.

“We’ve been focused on energy management for many years,” says JohnDeMarco, director, Real Estate Operations for IBM. “From an operational perspective, we’ve made many targeted investments in energyefficiency. We have installed high-efficiency instrumentation as well asadvanced sensor and metering technology along with undertaking a longlist of other conservation actions. We’ve also educated employees on howchanges in the way they work could have a big impact on reducing thedemand for energy. To continue to achieve year-over-year improvementin conservation, you have to develop new and innovative approaches. We need to capture data and effectively communicate new insights thatchange behaviors and that is what the solution for smarter buildingsdelivers.”

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Smarter Buildings: New insight, analytics drives sustainability and savings

Instrumented Sensors, meters and instruments monitor operations of facility assets,energy use, equipment conditions, systems performance and environmental conditions

Interconnected The integration of instrumentation, metering, control systems andasset management systems gives a top-down and bottom-up view offacility performance, energy use and costs, and carbon footprint

Intelligent Advanced analytics detect and diagnose faults, deliver insight into howto save money, and help staff predict problems before building performance and occupants are affected

Business benefits● Reduces energy consumption and

carbon emissions with an estimatedfive percent year-over-year incrementalenergy savings for a facility that hasundergone years of continuous energyefficiency improvements

● Delivers an eight percent annual savings from the equipment’s operatingcosts based on pilot program observations

● Improves asset reliability and longerasset lifespan

● Decreases operational costs bystreamlining problem diagnosis andresolution and improving staff productivity

The solution—which combines the company’s software, research and services expertise together with industry-leading business partners—enables IBM to better achieve the following:

● Manage energy use, lower costs and decrease emissions by monitoringand analyzing heat, air conditioning and power consumption

● Maintain equipment proactively, identifying emerging problems andtrends to prevent breakdowns and confirm that critical assets will workas needed

● Lower maintenance and building management costs and extend assetlife through preventive maintenance, greater insight into asset conditions and automated notification when assets are performing outside of specifications

IBM’s Rochester, Minnesota campus is one of the first IBM campuses to benefit from this new capability.

The Rochester campus consists of 3.2 million square feet of space and has over 35 interconnected buildings, including manufacturing facilities,testing labs, office buildings and a worldwide data center. It is the sixth-highest energy user in IBM’s global facilities portfolio, making it an ideal location to launch this program.

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Solution components:Software● IBM® Mashup Center● IBM Maximo® Asset Management

solutions● IBM Tivoli® Access Manager ● IBM Tivoli Data Warehouse and

Monitoring● IBM Tivoli Netcool®/OMNIbus● Johnson Controls® Metasys® Building

Management System● Johnson Controls Sustainability

Manager™/EnNet● Johnson Controls Dashboard &

Mash-Up Widgets

Services● IBM Global Business Services®—

Smart Buildings solution

implementation● IBM Software Group● Johnson Controls Systems &

Integration Services● Johnson Controls Energy &

Sustainability Solution Services

IBM Business Partner● Johnson Controls

“The solution for SmarterBuildings will help usfind and address opportunities that werepreviously invisible to us.”

—John DeMarco, Director,

Real Estate Operations, IBM

“The driving force behind Rochester’s installation of the solution was toreduce energy and maintenance costs,” says Bob Maroo, manager, Global Process Optimization, Real Estate Site Operations (RESO), IBM. “The solution for smarter buildings enables us to see cost reductionopportunities faster and helps us to improve the overall efficiency andreliability of our assets.”

Integrating information leads to new insightThe solution, implemented by IBM Global Business Services®,IBM Software Group and IBM Alliance Partner Johnson Controls®,integrates an enormous amount of data from the Johnson ControlsMetasys® building management system, electrical meters, IBM® Maximo® Asset Management software and outdoor temperatureand humidity gauges. The data is consolidated into a common repositoryfor effective, intelligent analytics and decision making.

The initial phase of the project integrates information from 87 of thesite’s largest and most heavily used air handling units as well as lightingand perimeter heating in three buildings. It provides insight into valve and damper positions (e.g., open or closed), motor operations, temperature and speed, and other equipment and environmental parameters.

During the second phase of the project, staff will expand this implementation to include operational data from a total of 254 air handling units. Future phases will incorporate data from hundreds ofother facility assets, including boilers, compressors, chillers, pumps, steam traps and air cooling towers.

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“The only thing we’regoing to be limited by isour imagination. Thesolution for SmarterBuildings has a lot ofpower, and the more rules we develop the more productivity we can drive.”

—Bob Maroo, Manager, Global Process

Optimization, Real Estate Site

Operations, IBM

Data analytics and optimization software measure and record operationalperformance against standards (rules), highlighting variances as theyoccur. If a variance is detected, a service request is automatically generated and the appropriate personnel are notified. For example, if the outside air temperature is above 70 degrees and a heat valve is openon one of the air handlers, thus heating a building unnecessarily, maintenance staff can be quickly alerted and dispatched to resolve theissue. Previously, maintenance staff would only become aware of this issuewhen a building tenant called to complain about the temperature.

Comprehensive dashboards provide corporate and site managers, engineers and maintenance staff with real-time visibility into operations.Integrated security and single sign-on capabilities help confirm that staffmembers can only access the information pertinent to their area ofresponsibility.

“We have excellent instrumentation at our location,” says Maroo. “Withthe solution, we can now interconnect our data and add intelligence tobetter manage our resources, improve the reliability of the building andoptimize the use of energy.”

Improving operational productivityThe integration of asset and service work-order management with energyand sustainability management analytics is a key enabler for reducingenergy consumption and carbon emissions, and for sustaining thesereductions over time. In fact, the organization estimates a five percent year-over-year incremental energy savings for a facility that hasundergone years of continuous energy efficiency improvements.

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“It has been a tremendousteam effort. Each teammember from IBM andJohnson Controls bringssomething to the table.It’s a great example ofhow bringing togetherthe right expertise canenable innovation.”

—Bob Maroo

Additionally, initial observations of the equipment in the pilot have indicated an eight percent annual savings from the equipment’s yearlyoperating costs. However, it is important to note that IBM has verymature energy and equipment management processes. A company withless mature processes could experience higher savings.

Maintenance productivity will also be realized as the quality of the overallinfrastructure improves. The organization is now able to systematicallymonitor and benchmark asset performance in ways that will add newinsight into how to enhance maintenance productivity. As a result, facilitypersonnel can identify opportunities sooner than they would normallyfind them, and in many cases, they are finding opportunities that mayhave never been detected.

“The solution for smarter buildings will help us find and address opportunities that were previously invisible to us,” says DeMarco. “Over time, we expect to enhance our energy management system, aswell as gain maintenance productivity through better information and lessdiagnostics.”

Improving asset reliability and lifespanWhile energy savings is a key goal, the solution’s ability to prevent assetfailures is also a top priority.

“There are a number of critical spaces in our buildings, including datacenters and manufacturing lines,” says DeMarco. “Energy savings isimportant, but maintaining high reliability and uptime of our criticalspaces is our first priority. Our business requires uninterrupted servicesfrom our building management process.”

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Through the solution, maintenance staff is automatically alerted of anyemerging problems so they can take action before operations areimpacted. For example, if a motor on one of the data center’s air handlers is running hot, the system immediately issues a work order somaintenance staff can check the system and resolve the problem beforethe motor stops running. Work orders include detailed information forfaster problem resolution and identify the severity of problems based onthe type of space and potential impact on IBM operations.

“We have a better understanding of how our equipment is operating,which helps us extend the life and improve the reliability of these assets ina very efficient and cost-effective way,” says Maroo.

Identifying trends across geographiesThe solution also provides IBM management with the informationneeded to spot opportunities to reduce costs and optimize productivityacross facilities worldwide.

“The management team will be able to take periodic snapshots of facilityactivity and do benchmarking across facilities,” says DeMarco. “If we seea particular alarm in Rochester all the time but we don’t see it anywhereelse, we’ll be able to debug and correct that condition faster.”

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The inside story: Getting there

A strategic vision. In April 2010, the Real Estate Site Operationsteam met in Somers, New York with IBM’s management team to discuss how IBM could expand its work to create sustainable andsmarter infrastructures—both internally and for its customers. The result of that meeting was a commitment to install its first customer-ready solution for smarter buildings at IBM’s headquartersin Armonk, New York and its manufacturing and development facilityin Rochester, Minnesota. “Our view is that this is an area where wecan continuously improve,” says DeMarco. “While we’ve done a lotin terms of facilities management and we are competitively positionedin this area, we are constantly trying to advance our capabilities to thenext level.”

Teamwork drives success. Software architects, developers and engineers from IBM Global Business Services, IBM Software Groupand IBM Alliance Partner Johnson Controls worked collaborativelyfrom initial planning to integration and implementation of the software components.

“It has been a tremendous team effort,” says Bob Maroo. “Each teammember from IBM and Johnson Controls brings something to thetable. It’s a great example of how bringing together the right expertisecan enable innovation.”

Start small. Think big. According to Maroo, the initial phase of theproject was limited in scope to prove the value and gain local workingknowledge of the solution. The organization’s long-term goal is tosignificantly expand the installation in both the amount of equipmentmanaged as well as the number of analytic rules to fully leverage thesolution’s capabilities.

“The only thing we’re going to be limited by is our imagination” says Maroo. “The solution for smarter buildings has a lot of power,and the more rules we develop the more productivity we can drive.We see many new opportunities emerging from the solution.”

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For more informationTo learn more about the combined solution for smarter buildings offered by IBM and Johnson Controls, contact your IBM or JohnsonControls representative or your IBM Business Partner, or visit:ibm.com/ibm/servicemanagement/industry/us/en/

smarter_buildings.html or www.johnsoncontrols.com



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TivoliIBM Software Energy and Utilities

The need“Abu Dhabi has seen a lot of growth in the past few years,” says Mustafa Aziz, Abu Dhabi Water and Electricity Authority (ADWEA). “Our power and water demand has increased about 7.5 percent year-on-year for the past several years and we are projecting the same demand in the coming years. ADWEA is embarking on a concept called Smart Utility, which will seek integration of technology into the power generation, distribution and transmission side so we make sure that we efficiently dispatch the power and fulfill the needs of our customers.”

The solution“Maximo 7 [IBM® Maximo® Asset Management] is based on state-of- the-art technology and it provides us with a platform where we can integrate other systems through a service oriented architecture framework,” says Aziz. “The integrations are very easy and the data information exchange is going to be very easy.”

Abu Dhabi Water and Electricity Authority (ADWEA)Reduces annual maintenance plan by about 40 percent

Overview

Abu Dhabi Water and Electricity Authority

United Arab Emirates

Solution components

• IBM®Maximo®AssetManagement

• IBMMaximoforOilandGas

• IBMMaximoforUtilities

“We have used [IBM] Maximo to optimize our field workforce manpower utilization and reduce our annual maintenance plan. The annual maintenance plan has been reduced around 40 percent.”

—MustafaAziz,AbuDhabiWaterandElectricityAuthority

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“We have gone out into various business units which are traditionally non-Maximo oriented,” says Aziz. “The foremost is the health, safety and quality groups within the company and we are rolling out Maximo Oil and Gas in a utility for incident management, incident tracking and change process management. We have used Maximo for Utilities and we have rolled out the CUE [Compatible Unit Estimating] functionality in that area of the business. Maximo is one of the biggest systems which touches a lot of users in Abu Dhabi Water and Electricity Authority.”

The benefit“The biggest benefit is documentation of information and we have used Maximo to optimize our field workforce manpower utilization and reduce our annual maintenance plan,” says Aziz. “The annual maintenance plan has been reduced around 40 percent.”

For more informationTo learn more about IBM enterprise asset management solutions, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli/asset-management



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IBM SoftwareTivoli

Media and Entertainment

ZON MultimediaAchieving a 98 percent reduction in network events forimproved customer service

OverviewZON Multimedia

Lisbon, Portugal

www.zon.pt

Solution components● IBM® Tivoli® Composite Application

Manager

– IBM Tivoli Monitoring

● IBM Tivoli Netcool®/OMNIbus● IBM Tivoli Netcool/Impact● IBM Tivoli Network Manager

ZON Multimedia is the leader of the pay TV market in Portugal and thecountry’s second largest Internet provider, with 1.554 million TV clients,and 725,000 broadband and 844,000 fixed-line customers (third quarter2011). The company is also Portugal’s leading provider of triple-playsolutions, offering multiple services across several platforms: cable, satellite and mobile.

The needDisparate systems and manual processes made it difficult for ZON ITstaff to proactively recognize infrastructure problems before customerswere impacted and to quickly identify the root cause of service issues.“Whenever our engineering team bought a new network element, it camewith its own management platform,” says Rui Ferreira, service directorfor ZON Multimedia. “We had nearly 10 different windows to monitorand received 1,000 critical alarms and 8,000 major alarms per week onaverage. It made it impossible to focus on what was really important.”

The solutionWorking with IBM, ZON is moving to an Integrated ServiceManagement model for its data center. “We are starting with fault andperformance management to construct the necessary foundation,”explains Ferreira. “We then are moving to service quality managementand customer experience management.”

“With Tivoli software, we now receive, on average,only 22 critical events and 100 major events perweek, a nearly 98 percent reduction from before.”

—Rui Ferreira, Service Director, ZON Multimedia

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The solution—which is based on IBM® Tivoli® Network Manager, IBM TivoliNetcool®/OMNIbus, IBM Tivoli Netcool/Impact and IBM Tivoli Monitoring—automatically correlates, consolidates and enriches infrastructure events, displayingthem on a single dashboard. This gives operational staff the visibility needed torapidly identify and resolve emerging problems before customers are affected.Built-in automation enables the system to automatically restart network or servercomponents if certain conditions are met. Early notification of emerging problemsallows staff to proactively plan and schedule maintenance for greater control ofservice quality. Integration of event and trouble ticket information enables staff totrace the history of a ticket to the actual event for a more accurate assessmentregarding outage times and service performance.

“With Tivoli software, we now receive, on average, only 22 critical events and 100 major events per week, a nearly 98 percent reduction from before,” saysFerreira. “This permits our network operations team to focus on the events thatmatter and better utilize our first- and second-line staff to reduce costs.”

In selecting IBM Tivoli software, ZON evaluated the total cost of ownership(TCO) between its existing HP installation and the IBM solution. “We comparedthree options,” says Ferreira. “If we maintained our current solution, if weupgraded the current solution, and if we migrated to IBM. The TCO showed the IBM solution to be most favorable in terms of reducing operating and capital expenses.”

A significant concern in implementing any new solution is training time foremployees. According to Ferreira, the IBM platform also offered a faster return on investment in terms of training. “We measured the time staff needed to learn about the basic principles of each platform,” says Ferreira. “With theIBM platform, the time to train a new person was reduced from six months to just one month, with new team members able to solve nearly 90 percent of incidents presented.”

The benefit● 98 percent reduction in the number of events each week● 80 percent decrease in training time along with a reduction in operational

and capital expenses● Improved customer service with the ability to proactively plan and schedule

maintenance to maintain signal and distribution quality

For more informationTo learn more about Integrated Service Management solutions from IBM, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli



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It’s a cold evening in a recently completed baggage hall within Amsterdam Airport Schiphol and Mark Lakerveld, the airport’s Senior Manager of Baggage, is hoping all is well. Tonight, his main focus is not on whether passenger luggage is flowing as it should through Europe’s fifth busiest airport in terms of international passenger traffic, although that’s never far from his mind. Instead, Lakerveld is hoping that the hundred plus guests he is hosting at this after-hours gathering are well fed on a meal he had a hand in preparing. The occasion is payback for a job well done, directed to the extended team responsible for getting the new facility—the latest in a series of baggage control process initiatives—fully operational under a tight time frame. The guests come from nearly every part of Schiphol’s operation, which reflects how tightly baggage management is interwoven with other key airport processes.

Smarter Planet Leadership Series

Let’s Build a Smarter Planet

Leadership Spotlight As top baggage manager at Amsterdam Airport Schiphol, Mark Lakerveld plays a key role in keeping travelers flying through this bustling hub, happily connected to their luggage. With rapid growth on Schiphol’s horizon, Lakerveld is also driving a major effort to increase baggage processing capacity on the strength of intelligent routing and optimization.

How Schiphol got smarter As part of a broad transformation program aimed at increasing process capacity to 70 million passenger bags annually, Schiphol implemented a baggage management solution that can trace any luggage item through the pipeline in real time. Intelligent business rules and alerting tools give Schiphol’s handlers the ability to better manage capacity. By building intelligence into its baggage management processes, Schiphol has in effect gained a “license to grow.”

Amsterdam Airport Schiphol: Smarter baggage handling helps passenger volume take off.

—Mark Lakerveld, Senior Manager of Baggage, Amsterdam Airport Schiphol

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The benefits of Schiphol’s smart baggage management solution• 40% increase in baggage handling capacity, enabling Schiphol to handle 70 million baggage items per year with the same physical footprint predicted for the future

• 80% increase in hourly baggage handling capability (from 5,000 bags to 9,000 bags)

• Improved quality of performance and improved physical working conditions for baggage handlers

Keeping the connectionA major source of Schiphol’s passenger volume—indeed, the key to its vision of becoming Europe’s preferred airport—is the handling of transfer passengers, those making connections to other destinations. Compared with origin/destination baggage (that which has Schiphol as either the origin or final destination), the handling of transfer flight baggage presents a whole new level of complexity. Fundamentally, no matter what the flight, baggage management is all about preventing the connection between passengers and their bags from breaking. In the case of transfer flights, baggage from one flight generally has to be taken to several different connecting aircraft, often within a very short timespan. This combination of orchestration and tight timeframes makes transfer baggage inherently more complex to handle.

Schiphol and KLM recognized that the systemic nature of the process challenge meant that as passenger volume increased—an important business goal for both parties—the problem of baggage capacity would only be exacerbated. They realized that only a systemic solution would resolve this critical capacity constraint and remove the most significant barrier to their long-term passenger growth from a baggage point of view. “In short,” Lakerveld explains, “it’s only through a structural, sustainable increase in baggage processing capacity that Schiphol can gain a license to grow as a major hub airport in Europe.”

“In short,” Lakerveld explains, “it’s only through a structural, sustainable increase in baggage processing capacity that Schiphol can gain a license to grow as a major hub in Europe.”

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Lessons learned:Get employee engagement early—and keep it With the new solution impacting nearly every role in the baggage management process, it was essential for management and the employees to be working toward the same vision. “It’s really important for everyone to believe in the new concept we’re embracing. We need to emphasize its benefits as well as the consequences for all employees—for controllers, for security and maintenance people, for everyone.”

— Mark Lakerveld

Leadership is:Reaching out Beyond any technical issues, the most important prerequisite for making the 70 MB program a success was forging a close relationship between Amsterdam Airport Schiphol and KLM. “We needed to move beyond and collaborate on how to improve baggage performance—and ultimately succeed together.”

— Mark Lakerveld, Senior Manager of Baggage, Amsterdam Airport Schiphol

Rethinking the baggage flowWith joint resolve, Schiphol and KLM worked together to reenvision the baggage management process. Underpinning their efforts was the recognition that the fragmentation of baggage management into separate and discrete process segments—with Schiphol, KLM and their suppliers each, in essence, controlling their own “turf”—made intelligence-based optimization practically impossible. The key was to proactively manage the baggage processing flow to mitigate the effect that peaks and valleys can have on process efficiency. The team realized that for such an orchestration to occur, process integration and collaboration of all the key players—spanning the entire process flow—was absolutely essential.

For anyone who has spent time in an airport, it’s fairly easy to distinguish between a passenger racing frantically to his gate to make a connecting flight and a connecting passenger with plenty of time to kill in the airport lounge. One passenger is in the fast lane, so to speak, and the other in

no rush at all; most others fall somewhere in the middle. Schiphol’s innovation was to introduce this same concept to the parallel realm of moving baggage. By using real-time sensors, managers would be able to trace the location and status of a baggage item at any point in the flow, thus easily identifying bags at risk of missing close connections. Intelligent routing rules—the other key element of Schiphol’s smart baggage vision—would then compare an item’s current status to where it needs to be to make a connecting flight, and then automatically direct it to the appropriate pathway.

A new era of closenessSchiphol’s smart baggage initiative was part of a broader, multiyear program known as 70 MB, aimed at increasing the airport’s capacity to 70 million passenger bags annually. Only by adopting a smarter baggage handling solution could Schiphol achieve its growth ambitions. Working together to achieve the 70 MB objectives was only the first in a series of joint initiatives that marked a new era in Schiphol’s relationship with KLM. Governance is crucial, with a joint baggage steering committee meeting every two weeks to discuss operational performance indicators, share 70 MB program updates, and make joint decisions on issues related to 70 MB implementation. To Lakerveld, though, the spirit of togetherness is best captured in the subtle details of the airport’s everyday activities. “We consider our really close contact with KLM to be a key success factor,” explains Lakerveld. “Our

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Schiphol: The parameters of smarter baggage processing

InstrumentedSensors track the luggage of connecting flights, enabling real-time traceability at all points in the connection pipeline.

InterconnectedThe solution seamlessly integrates data from Schiphol’s own systems as well as from airlines and third-party ground services providers.

IntelligentBy comparing a bag’s location with underlying routing rules, Schiphol can identify potential problems and keep bags from missing their owners’ connecting flights.

control rooms are next to each other. My operations manager is in close contact with his KLM counterpart, and our operational people are in continuous contact with theirs. We’re seeing the same things and speaking the same language.” Rob Holdorp, Schiphol’s Strategic Advisor for baggage handling process and systems, likes to point out that there are two worlds in an airport—“the world that the passenger goes in, and the world of processes like baggage handling.” By making the latter more efficient and optimized, Schiphol’s smart baggage solution makes the world of passengers a more satisfying place. One dimension of this is the prevention of baggage mishandling, the bane of connecting passengers. Staff in Schiphol’s operational control room can see a color-coded bag in imminent danger of missing its connecting flight and automatically direct that bag along the fastest path to the waiting aircraft. That’s the benefit of prevention.

Perhaps the most important way the solution has increased Schiphol’s baggage handling capacity is by enabling a fundamental shift in the process model. The inherent disadvantage of the traditional

“push” model—under which flight arrivals trigger the movement of baggage through the process—is the effect of flight cyclicality, which produce peaks and valleys of activity. In addition to the difficulties of workforce optimization, a peak-prone process flow can also exacerbate bottlenecks. 70 MB implemented new technology that better supports efficient use of available capacity and introduces innovations like the robot and baggage buffers, which change the way the crew operates the baggage process.

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For more informationPlease contact your IBM sales representative or IBM Business Partner.

Or visit us at: ibm.com/smarterplanet

Let’s Build a Smarter Planet

© Copyright IBM Corporation 2011 IBM Corporation 1 New Orchard Rd. Armonk, NY 10504 U.S.A.

Produced in the United States of America. March 2011. All Rights Reserved. IBM, the IBM logo and ibm.com are trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/a Other company, product or service names may be trademarks or service marks of others. This case study illustrates how one IBM customer uses IBM products. There is no guarantee of comparable results. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.

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Schiphol’s smart baggage management solution includes…

SoftwareIBM® Rational® Software: DOORS, ClearCase, ClearQuest, RequisitePro, SoDA, Software Architect, CQTM, IBM Tivoli®: Composite Application Manager for Applications, Monitoring, Storage Manager, Access Manager for Operating Systems

ServersIBM System p5®, System x®

ServicesIBM GBS® Aviation Competence Center, IBM Global Technology Services

Because it provides intelligence on where bags need to be in the process, Schiphol’s smart baggage solution enables controllers to focus on the flow of bags through the process and efficiently manage the available capacity. By alleviating bottlenecks and enabling the more balanced deployment of labor resources, the “peak shaving” enabled by the solution increases Schiphol’s baggage processing capacity.

Getting all airline and airport personnel on boardWhen asked about the project’s important lessons, Lakerveld doesn’t have to think long and hard. One answer, he says, is the importance of engaging early and deeply with all employees on not just the broad benefits of the project, but on its immediate consequences for them. “It’s really important for everyone to believe in the new [smart baggage management] concept we’re embracing,” says Lakerveld. Another is the importance of training all employees from the earliest stages of the project, and doing so in the most hands-on way possible. We needed to give training in different areas to make sure all employees are able to work accordingly. Employees were to be trained about managing a robot to handle the baggage process for them and thus grow to be an operator/director instead of loading the bags themselves. Other employees needed to be trained into managing the baggage flow instead of managing the system, like they used to do.

“We’re not talking about sending [employees] to a room with a PowerPoint presentation,” says Lakerveld. “They have to train in an on-the-job setting to really learn the new system and be successful.” Airline pilots have flight simulators to learn the ins and outs of new aircraft in a realistic, yet safe and controlled environment. For Schiphol’s baggage employees, the equivalent tool is a virtual test and training environment that accurately simulates the experience of using the new solution, including the ability to perform the kind of what-if simulations that Lakerveld views as especially valuable. To Lakerveld, the takeaway is clear: “I look at Schiphol’s relationship with KLM as a poignant symbol of how bringing processes together and making them smarter can transform and improve both companies and make life better for their customers in the process.”

“It’s really important for everyone to believe in the new concept we’re embracing,” says Lakerveld.

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Let’s build a smarter planet

Schweizerische Bundesbahnen (SBB)Leverages rail system and network transparency to keep trains on schedule

Transporting over 800,000 passengers and more than 220,000 tons of cargo each day, Schweizerische Bundesbahnen (SBB), or Swiss Federal Railways, is easily considered the nation’s leading transportation company. The organization maintains 3,011 kilometers of track that connect more than 800 rail stations. And the business is Switzerland’s fourth-largest employer, with nearly 28,000 employees. To maintain railway tracks and the overall transportation infrastructure, SBB also maintains a large construction organization that engages in roughly 5,000 construction programs each year.

The NeedSmooth operations are essential for SBB’s 9,000 trains a day, which rely on different technologies and interaction with multiple stakeholders, including a large telco provider and a power company. Existing monitoring systems were inefficient: in 2005 a one day system problem stranded nearly 200,000 passengers, costing almost US$5 million. A more aggressive service management strategy was needed to prevent future events of this type.

The SolutionSBB, along with Alcatel-Lucent, developed a service management solution using IBM technology to provide a comprehensive view of the client’s overall infrastructure. IBM Tivoli® Netcool™ monitors status of IT and physical assets - including switches and sensors - throughout the client’s network that connects over 800 train stations and rail lines. And, automated diagnostics and alerts systems reduce the likelihood of future outages.

Schweizerische Bundesbahnen (SBB)Berne Switzerland Travel & Transportation www.sbb.ch

“Trying to manage 3,000 kilometers of track is a particularly daunting task. But, by leveraging our new IBM solution, we’re able to see our entire infrastructure clearly and respond to problems before they can affect our operations.”— Martin Schaeren,

Head of BU Service Management, Swiss Federal Railways (SBB)

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IBM Corporation 1 New Orchard Road Armonk, NY 10504 U.S.A.

Produced in the United States June 2010 All Rights Reserved

IBM, the IBM logo, ibm.com, Netcool and Tivoli are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml

Other company, product or service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided “as is” without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software.

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Solution Components

IBM• ® Tivoli® Netcool® Omnibus

IBM Tivoli Netcool Impact•

IBM Tivoli Business Services Manager•

IBM Tivoli Network Manager•

IBM Tivoli Monitoring•

IBM Business Partner Alcatel-Lucent•

What Makes it SmarterDelivers customizable user interfaces that increase network •

transparency, and helps support staff to be better informed about infrastructure healthLeverages proactive management and automated alert systems to •

recognize and repair more than 50 percent of issues before they can impact operationsIncreases the availability of SBB’s train network by approximately •

2,000 minutes per month - therefore saving approximately US$2.3 million each year

For more informationPlease contact your IBM sales representative or IBM Business Partner. Visit us at:

ibm.com/travel

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TivoliIBM Software Industrial Products

Höganäs AB has its headquarters in the town of Höganäs in north-west Skåne County, Sweden. Founded in 1797, the company today employs just over 1,600 people across 15 countries. Twelve production plants produce the dust iron and metal powder products that have made Höganäs a world-leader in metal powder technology. Höganäs produces high-quality products and develops new applications for metal powder in collaboration with customers worldwide.

The data security challengeHöganäs was concerned that its backup and recovery procedures were not sufficiently robust to support the company’s business-critical systems. In particular, the recent centralisation of key ERP systems to Höganäs’ Swedish headquarters made it necessary to rapidly address the issue of backup at the company.

“To maintain business continuity it was crucial that we had the infrastructure in place to recover mission-critical data in the event of a systems outage,” said Peter Blomgren, CIO, Höganäs. “However, the timeframe for backup with our previous solution was more than 24 hours, and recovering more than 80 VMware servers from tape would have taken even longer. Both the backup and the recovery process needed to be significantly streamlined to enable us to restore normal operations quickly without incurring major downtime and loss of data.”

In addition, Höganäs felt that its previous backup solution was not delivering good value for money. “Backup processes required a high degree of administrative input from our IT staff,” said Blomgren. “What’s more, backup reliability levels were low and did not correspond acceptably with the licensing costs we were paying.”

With 17 terabytes of stored data and a growing storage landscape, Höganäs also required a backup solution that would provide the necessary scalability to handle increasing data volumes in the future.

Höganäs reduces its backup window by more than 95 percentEnabling continuous data protection for key systems with a leading-edge storage solution from IBM and H2O Data

OverviewBusiness challengeHöganäs’ existing backup window exceeded 24 hours, which made it difficult to support key ERP systems at the company’s Swedish headquarters. The company wanted an improved backup timeframe and easier recovery procedures. It also wanted to improve its disaster recovery capabilities to help maintain business-critical operations in the event of a systems outage.

SolutionWorking with H2O Data, an IBM Business Partner, Höganäs implemented IBM® Tivoli Storage Manager FastBack®. The solution enables Höganäs to perform frequent incremental snapshot backups of more than 80 VMware servers. The data is stored on a local disk storage system, and also mirrored to H2O Data’s data centre for disaster recovery and tape archiving purposes.

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Selecting IBM Tivoli Storage Manager FastbackAfter considering a number of options, Höganäs decided to implement IBM® Tivoli Storage Manager FastBack®. Höganäs asked IBM Business Partner H2O Data to carry out a proof-of-concept to test the efficiency of the new backup process, the results of which convinced the company to opt for the IBM solution.

“When compared to alternative solutions, IBM Tivoli Storage Manager FastBack offered the most appealing package,” said Blomgren. “The solution runs well with our existing infrastructure and provides the scalability we will need as our server and storage landscapes continue to grow.

“We had already successfully collaborated with IBM before on other projects and we have been impressed with the level of support we have received from both IBM and H2O Data during the Tivoli® FastBack implementation process,” said Blomgren. “The H2O Data team has considerable expertise in this kind of solution, and have also allowed us to leverage their own data centre as a disaster recovery site.”

With the implementation of IBM Tivoli Storage Manager FastBack, Höganäs’ backup process has been entirely transformed. Instead of moving data directly to tape, H2O Data helped Höganäs connect more than 80 existing VMware ESXi servers to three IBM System x® 3650 M2 servers running the Tivoli software. These servers now collectively handle all backup processes by moving snapshots of each virtual server onto an IBM System Storage DS3200 disk system.

IBM Tivoli Storage Manager FastBack has enabled Höganäs to perform backups incrementally – only copying new or changed data instead of performing a full backup each time. Once a day, this data is also replicated to a second DS3200 at the H2O Data site in Malmö, using the FastBack Disaster Recovery replication function over a high-speed internet link.

Business BenefitsCuts backup window by more than 95 •

percent – from over 24 hours to less than one.

Enables better data protection and easier •

disaster recovery by replicating data off-site.

Reduces administrative workload, •

allowing IT staff to concentrate on more business-oriented tasks.

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“With IBM Tivoli FastBack we have been able to create a full disaster recovery capability in the town of Malmö,” said Blomgren. “If storage systems at our own data centre were to fail, we could now potentially run our key systems direct from Malmö over an internet connection.”

The company currently keeps the 24 most recent generations of its backup data on the disk systems. Earlier generations of backup data are moved onto tape and, in the long-term, will be retained in an IBM Tape Library. Recovery procedures are tested every two weeks by H2O Data staff.

In addition to the company’s vital ERP systems, its Microsoft Exchange email servers are also business-critical for Höganäs staff. Tivoli Storage Manager’s FastBack for Exchange function helps to safeguard these systems by providing continuous data protection for Microsoft Exchange environments.

“Tivoli Storage Manager FastBack for Exchange can restore entire mailboxes or even just individual items such as emails and calendar entries,” said Blomgren. “Users who are prone to accidently erasing emails are particularly pleased with this function.”

Closing the backup windowThe implementation of IBM Tivoli Storage Manager FastBack has greatly reduced vulnerability to prolonged downtime at Höganäs’ Swedish headquarters, thus significantly decreasing the risk of disrupted business operations.

“Tivoli Fastback has reduced our backup window from over a day to well under an hour,” said Blomgren. “The solution can also restore applications in a matter of minutes. In the event of a system failure, our users will be able to get back to work more quickly with the applications they need. We will even be able to continue running our systems from the disaster site while data is restored to the main site in the background.”

“Tivoli Fastback has reduced our backup window from over a day to well under an hour. The solution can also restore applications in a matter of minutes.”

— Peter Blomgren, CIO, Höganäs

Solution ComponentsSoftware

IBM• ® Tivoli Storage Manager FastBack®

ServersIBM System x• ® 3650 M2IBM System Storage• ® DS3200

IBM Business PartnerH2O Data•

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The implementation of IBM Tivoli Storage Manager FastBack has streamlined Höganäs’ backup processes. Its backup environment is now almost entirely disk-based, reducing the need to purchase and manage physical tape storage. In addition, the use of both the local data centre and an off-site facility has maximised the protection of key data.

“From a financial standpoint Tivoli FastBack is proving to be a cost-effective solution,” said Blomgren. “Licensing costs are no higher than they were for our previous solution, but levels of security and reliability have improved a lot. Consequently we are getting much better value for money.”

“As an additional benefit, our technical specialists have commented that backup administration is now much easier to manage. As a result, our IT staff who used to work on backup have become more productive in other, more business-oriented areas.”

The successful introduction of IBM Tivoli Storage Manager FastBack to Höganäs’ Swedish headquarters has led to plans to roll out the solution to other Höganäs plants and offices. In addition, the company is planning to carry out a proof-of-concept for its Belgian site, with a view to eventually rolling out Tivoli FastBack to all global sites within the Höganäs group.

For more informationTo learn more about IBM software, contact your IBM sales representative or visit: ibm.com

To learn more about products, services and solutions from H2O Data, visit: www.h2odata.com


IBM Svenska AB SE-164 92 STOCKHOLM Sweden

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IBM, the IBM logo, ibm.com, System x, Tivoli and Tivoli Storage Manager FastBackare trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of other IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm.com/legal/copytrade.shtml.


IBM and H2O Data are separate companies and each is responsible for its own products. Neither IBM nor H2O Data makes any warranties, express or implied, concerning the other’s products.






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Smarter ComputingIBM Systems & Technology Group Computer Services

Headquartered in Dortmund, Germany, Digital Medics GmbH develops innovative solutions in the field of medical image processing and visualization for medical imaging. VivoLab is the company’s revolutionary new diagnostic tool designed to enable radiological specialists to interact with images directly using a pen-enabled display. Innovative solutions such as these help healthcare professionals to rapidly deliver high-quality diagnoses and reduce overheads. Every solution implemented by Digital Medics GmbH is bundled with monitoring and maintenance, ensuring clients are fully supported in their journey towards an end-to-end high-resolution imaging workflow.

Dealing with the data explosionImage data sets produced by the current generation of medical imaging devices increased up to a factor of 16 to 320 when compared to data sets produced by older generation devices. The increase can be attributed to higher-resolution images, e.g. for multi-slice-CTs, on the one hand and to the addition of functional data, e.g. for PET/CT, on the other. These advancements – also called the data explosion, come with disadvantages as well as benefits.

Physicians in hospitals and practices are flooded with images and are forced to adapt the everyday diagnostic routine to this rapid change in technology. Being confronted with low performance image viewing software at the frontend and a backend originally developed for handling a fraction of the images produced nowadays, physicians take the fastest way out of this dilemma by reducing the size of the produced data sets, before they are transferred to the image archiving and distribution system.

Digital Medics identified three areas that needed improvement to enable an end-to-end high-resolution workflow. These were enhancing image transfer through networks with varying characteristics, performance at the backend and user frontend, and tools at the user frontend for advanced analysis of large-scale data.

Digital Medics GmbH answers the demands of its distributed medical imaging solution with IBM technology

OverviewThe needDigital Medics created an end-to-end high-resolution medical imaging system, which is a major advancement on current solutions that can only handle scaled-down versions of large data sets. The new solution called for a scalable IT infrastructure that could cope with the increased demand in storage and processing power.

The solutionDigital Medics and IBM® created an elastic private cloud, which can be easily scaled to handle very high peaks in workload. The cloud runs in a virtualized Linux® environment supported by IBM BladeCenter® technology. IBM System Storage® DS8300 and TS3100 systems are used for data storage, configured by IBM Tivoli® Storage Manager.

The benefitBy providing the ideal support for Digital Medics’ medical imaging solution, the IBM infrastructure contributes to impressive cost savings for clinicians, with one hospital client estimating savings of up to 300,000 EURO a year. Advanced data compression and automated storage management cut data storage costs by more than 50 percent.

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A key to succeeding in its goal was to find a suitable hardware infrastructure that could keep pace with the challenging demands posed by this high-resolution workflow. The huge volumes of data involved in processing, storing and distributing medical images meant that an exceptionally high-performance platform was required. Moreover, the selected IT solution needed to offer excellent levels of stability and availability, as any interruption or delays to a medical imaging service could have serious consequences for patients’ health. With the demand for medical images impossible to predict and constantly fluctuating, high levels of flexibility and scalability were also called for.

Specifically, the company needed to select the correct infrastructure to meet the requirements of a key client: the German clinical center Evangelische und Johanniter Klinikum Niederrhein (EJK), which has four locations in Duisburg, Oberhausen and Dinslaken. Aiming to boost efficiency and continuity of service, EJK wanted to consolidate its different radiological systems into a single, fully digitized solution. Digital Medics planned to create a private medical imaging cloud, accessible by all of EJK’s healthcare professionals from anywhere onsite.

Choosing IBM solutionsDigital Medics selected the IBM BladeCenter HS22 server as its platform of choice due to its unparalleled flexibility and performance. At EJK, the company deployed two IBM BladeCenter HS22 blade servers running the Red Hat Linux Enterprise operating system at the clinic’s computing center located at the Heart Center in Duisburg. Acting as a ‘nerve center’ for Digital Medics’ innovative radiological imaging system, the unique design and in-built versatility of the IBM BladeCenter technology optimizes performance of the software.

An IBM System Storage DS8300 disk system was implemented, with data archived to IBM Tape Storage TS3100, introducing multiple layers of failover for added resiliency. The IBM System Storage DS8300 offers integrated virtualization capabilities based on leveraging logical storage volumes. As a result, Digital Medics’ clients can benefit from the efficiencies of consolidation, without sacrificing the ability to tailor resources to the workload.

Exceptional scalabilityDigital Medics recommends that all clients who run the company’s solution select IBM technology. Since demand for medical images varies unpredictably along with the number of diagnoses per year, it is impossible to predict the capacity required, making the easy scalability of IBM BladeCenter technology a major selling point. For example, during the project with EJK, Digital Medics was able to quickly and easily expand capacity three times by simply plugging in an additional blade server or an additional storage bay.

Designed for Data• Images are stored as ‘thin slices’ in the

archive, downloadable at high speed by clinicians as high-resolution medical images from anywhere onsite. IBM Tivoli Storage Manager configures data storage, handling tens of terabytes to optimize use of resources and ensure very high system responsiveness.

Tuned to the Task• The IBM BladeCenter HS22, IBM

Tivoli Storage Manager and Linux operating system together comprise a data retention stack, which provides the ideal platform to meet the expected peaks and troughs, offering unparalleled versatility and performance. Exceptional scalability enables Digital Medics to quickly and easily expand capacity or processing power by simply plugging in an additional storage bay or BladeCenter blade server.

Managed with Cloud Technologies• Digital Medics has created a private

cloud solution for one of its largest clients. Rather than invest in fixed hardware capacity, when demand for diagnostic imagery rises, the IBM Tivoli Storage Manager software and the Red Hat virtualization layer automatically deploy greater resources to ensure continuous high-performance service delivery. The storage location of each study in this multi-site environment is hidden from the user, as migration logic is handled by the cloud itself. Leveraging cloud computing techniques masks the complexity of the underlying components, dynamically optimizing both storage and data processing.

Driving Innovation• Digital Medics has developed a

groundbreaking medical imaging solution. By selecting IBM hardware as the platform of choice, Digital Medics offers clients superb reliability and flexibility, replacing physical systems with high-speed visual diagnostics and visualization dedicated to improving patient outcomes.

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The blade servers are connected to cost-effective Lenovo x86 servers in each of the hospital sites, housing a local cache for images. The complexity of migrating data from one site to another is hidden from the user and triggered on-demand, whenever a user requests the data at the frontend. Each site works mainly on its local cache, where copies of recently archived or accessed studies are stored in Digital Medics’ proprietary compression format.

Data that cannot be found by the local cache is transparently requested from the main server at the computing center. This request is then locally forwarded to the IBM Tivoli Storage Manger middleware, which automatically handles local migration from tape archive to local discs, if necessary.

IBM Tivoli Storage Manager supports advanced service management capabilities, masking the complexity of the underlying infrastructure and automating resource configuration. This ensures easy management for solution providers like Digital Medics, enabling them to focus on core competencies with the tools to work most effectively at their fingerprints.

By offering healthcare professionals at EJK access to a private medical imaging cloud, the clinical center benefits from increased efficiency and consistency of operations across all locations.

Contributing to higher-quality patient careThe IBM solution drives rapid access to high-resolution medical images, helping healthcare professionals increase the quality of diagnoses. By providing access to a greater range of medical images at a higher resolution, physicians are given the tools they need to make more accurate diagnoses and best select a treatment plan for patients.

Diagnosing patients faster and more accurately leads to shorter waiting times and faster recovery. Both these factors contribute to shorter patient stays, enabling doctors to treat more people, cutting down on the cost of treating each patient while enhancing the quality of treatment. As a result, patients are more satisfied and the hospital can do more with limited resources.

Hospitals which are replacing printer-based systems with the Digital Medics visualization system make even larger savings – with EJK estimating it will save up to 300,000 EURO a year as a result of the project. Specifically, advanced data compression and automated storage management cut data storage costs at EJK by more than 50 percent.

Solution ComponentsSoftware• IBM® Tivoli® Storage Manager• Red Hat® Enterprise Linux®

Servers• IBM BladeCenter® HS22 • IBM System Storage® DS8300 • IBM System Storage TS3100

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IBM SoftwareTivoli

Telecommunications

A Large EuropeanTelecommunicationsCompanyReducing energy costs by 25 - 50 percent

OverviewThe need

When storage managers for this

European telecommunications company

implemented a virtualized storage

environment, they sought greater insight

into how storage systems were used so

they could optimize data placement.

The solution

Working with IBM, company operators

gained an early warning of potential

performance and capacity issues and

the visibility needed to improve storage

allocation.

The benefit

Decreased energy costs by

25 - 50 percent; reduced storage

costs by decreasing amount of data

in Tier 1 storage from 90 percent to

20 percent; decreased spending on

new Tier 1 storage arrays; reduced

application placement time from one

month to one day

What data should be placed on which storage devices? As storagemanagers know, the answer depends on many factors and, overtime,application behavior changes may make initial data placement decisionsno longer valid. This is a significant issue for companies like this largeEuropean telecommunications company, which maintains about 25 petabytes of data.

Previously 90 percent of the company’s SAN data was stored on Tier 1 storage devices. The remainder was placed on Tier 2 devices. The company’s storage architecture team was constantly challenged toconfirm that they were providing the right storage for the right needs.Often, by default, staff placed data on high-level storage systems, whichwas very expensive.

This is why as the company’s storage managers implemented a virtualizedstorage environment using IBM® System Storage® SAN VolumeController, they sought greater insight into how storage systems werebeing used so they could optimize data placement.

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Solution components:Hardware● IBM® System Storage® SAN Volume

Controller

Software● IBM Tivoli® Storage Productivity

Center

Services● IBM Global Technology Services—

Server Services, Storage and Data

Services, Maintenance and Technical

Support Services● IBM Software Premium Support● IBM Storage Tiering Activity Reporter1

(STAR)

The main benefit hasbeen cost savings byreducing capital expenses,decreasing energyconsumption by 25 - 50 percent, andavoiding unnecessaryinvestment in new high-level storage arrays.

Improving storage allocationThe IBM team listened to the company’s requirements and, withassistance of the IBM Competence Center in Montpellier, France,developed the Storage Tiering Activity Reporter1 (STAR) to help monitor the capacity and performance of magnetic storage devices andvirtual disks and optimize data placement decisions.

As part of IBM STAR, IBM Tivoli® Storage Productivity Center collects and analyzes statistics from IBM System Storage SAN VolumeController, including input/output (I/O) per second, storage spacecapacity and I/O response times (in milliseconds). This Integrated ServiceManagement solution for the data center provides the company’s storageoperators with early warnings of potential performance and capacityissues based on predefined thresholds (e.g., if storage space capacityreaches 95 percent or write I/O response times exceeds 50 percent of targets). With greater visibility into how data is used and actualinfrastructure load, operators can make better decisions regarding storage tiering allocation for initial and ongoing data placement.

Early results proved to be quite successful. Migration of data is optimizedand operators have the information they need to correctly manage dataplacement and better utilize storage capacity. Only 20 percent of data waskept on Tier 1 devices; 50 percent was maintained on Tier 2 devices; and30 percent could be moved to less expensive Tier 3 storage arrays.

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With greater visibilityinto how data is used and actual infrastructureload, operators can makebetter decisions regardingstorage tiering allocationfor initial and ongoingdata placement.

Greater agility and reduced costsHow has this visibility helped this telecommunication provider? The main benefit has been cost savings by reducing capital expenses,decreasing energy consumption by 25 - 50 percent, and avoidingunnecessary investment in new high-level storage arrays.

In addition, the SAN infrastructure virtualization project, supported by IBM Global Technology Services staff, drastically increased storageoperation agility. The time to deliver storage for applications was reducedfrom one month to one day and staff can decommission a storage array in only a few weeks instead of multiple months, without going throughthe change process and stopping applications.

For more informationTo learn more about IBM storage solutions, please contact yourIBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli

You can get even more out of Tivoli software by participating inindependently run Tivoli User Groups around the world. Learn aboutopportunities near you at: www.tivoli-ug.org

Additionally, financing solutions from IBM Global Financing can enableeffective cash management, protection from technology obsolescence,improved total cost of ownership and return on investment. Also, ourGlobal Asset Recovery Services help address environmental concerns with new, more energy-efficient solutions. For more information onIBM Global Financing, visit: ibm.com/financing

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IBM, the IBM logo, ibm.com, System Storage and Tivoli are trademarks ofInternational Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbolsindicate U.S. registered or common law trademarks owned by IBM at the time thisinformation was published. Such trademarks may also be registered or common lawtrademarks in other countries. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml



1 IBM Storage Tiering Activity Reporter is offered by IBM Global Technology Services in select countries.

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IBM SoftwareTivoli

Computer Services

OverviewPEER 1 Hosting

Vancouver, British Columbia, Canada

www.peer1.com

Solution components:● IBM® Tivoli® Storage Manager● IBM Tivoli Storage Manager for

Databases● Cristie Bare Metal Recovery

IBM Business Partner● Cristie● Softchoice Corporation

PEER 1 HostingGrows backup storage service by 800 percent withIBM data protection solution

PEER 1 Hosting is one of the world’s leading IT hosting providers. The company is built on two obsessions: Ping & People. Ping, representsits commitment to best-in-breed technology, founded on a highperformance 10Gb FastFiber Network™ connected by 17 state-of-the-art datacenters, 21 points-of-presence and 10 collocation facilitiesthroughout North America and Europe. People, represents itscommitment to delivering outstanding customer service to its more than 10,000 customers worldwide, backed by a 100 percent uptimeguarantee and 24×7×365 support.

The needFor Tim Varma, Vice President of Product Development at PEER 1 Hosting, finding a cost-effective data protection solution nearly four years ago was critical in helping the company meet clientneeds and maintain profitability. Because PEER 1 Hosting usednumerous backup solutions across its data centers, data backup andrecovery performance varied, operational costs were high and differentskill sets were needed to manage the disparate systems.

The solutionWorking with IBM, PEER 1 Hosting implemented IBM® Tivoli®Storage Manager software to deliver a reliable, world-class disk-baseddata backup and recovery solution that differentiates the company in the marketplace. It chose IBM Tivoli software—consolidating severalcompeting solutions—due to the software’s progressive incrementalbackup feature, which backs up only files that have changed or that are new. This helps reduce disk space and eliminates unnecessary data transfers that impact network and CPU performance. “Havingincremental forever technology enables us to offer customers a qualitybackup solution while reducing disk requirements,” says Varma. “Our data change was about 8 percent a day versus having to do full backups.”

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“If we had not implemented Tivoli Storage Manager, I’d estimate we would have needed two to three timesmore people to support our current clients.”

—Tim Varma, Vice President, Product Development, PEER 1 Hosting

Over the years, PEER 1 Hosting has expanded its data protection service. IBM Tivoli Storage Manager for Databases enables the company to provide clientswith hourly backups of their Microsoft SQL Server databases. In the event a client experiences a complete server failure, Cristie software is integrated withTivoli Storage Manager to automate server recovery, with the recovery processtaking about an hour for each machine.

“With IBM, we’ve reduced backup failure rates from up to 50 percent to less thanfive percent, decreased restore failure rates from a high number to nearly zero and improved performance levels by 40 percent,” says Varma.

IBM’s flexible software licensing models allowed PEER 1 Hosting to simplifyserver fees, charging customers per gigabyte of storage space consumed instead of per server processor. “The gigabyte licensing model enables our customers toeasily understand what they’re paying for and reduces the overhead required tomanage contracts,” says Varma.

The benefitBy standardizing its data protection service on IBM Tivoli storage managementsolutions, PEER 1 Hosting has been able to command a strong lead in its market. “Using IBM Tivoli Storage Manager, we’ve been able to outpace ourcompetitors,” says Varma. “We’ve grown capacity by 250 percent and grownrevenue from backup storage services by 800 percent.”

At the same time, the solution has helped PEER 1 Hosting reduce operationalcosts. “We only need four engineers to support more than 3,600 servers,” saysVarma. “If we had not implemented Tivoli Storage Manager, I’d estimate wewould have needed two to three times more people to support our current clients. We’ve experienced a lot of efficiencies and we’ve been able to pass the cost savings onto our customers.”

For more informationTo learn more about IBM storage solutions, please contact your IBM salesrepresentative or IBM Business Partner, or visit the following website:ibm.com/tivoli




IBM, the IBM logo, ibm.com and Tivoli aretrademarks of International Business MachinesCorporation, registered in many jurisdictionsworldwide. A current list of IBM trademarks isavailable on the web at "Copyright and trademarkinformation" at ibm.com/legal/copytrade.shtml

Microsoft and SQL Server are trademarks ofMicrosoft Corporation in the United States, other countries, or both.


The information contained in this documentation is provided for informational purposes only. Whileefforts were made to verify the completeness andaccuracy of the information contained in thisdocumentation, it is provided “as is” withoutwarranty of any kind, express or implied. Inaddition, this information is based on IBM’s currentproduct plans and strategy, which are subject tochange by IBM without notice. IBM shall not beresponsible for any damages arising out of the useof, or otherwise related to, this documentation orany other documentation. Nothing contained inthis documentation is intended to, nor shall havethe effect of, creating any warranties orrepresentations from IBM (or its suppliers orlicensors), or altering the terms and conditions ofthe applicable license agreement governing the use of IBM software.

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Case StudyIBM Systems and Technology Group Consumer Products

The Danone Group operates in four major markets: fresh dairy products, waters, baby nutrition and medical nutrition. In the UK and Ireland, these four business units are represented by group subsidiaries, located at five main sites.

“Historically, each of the subsidiaries had built up its own IT infrastructure,” explains Irek Zielinski, IT Manager for Danone UK and Ireland. “However, in 2007, when Danone acquired Royal Numico, the group decided on a new, more integrated approach to IT. Each region would have an IT hub that provides a standardised infrastructure to all regional business units. For the UK and Ireland hub, one of the top priorities in meeting this objective was to redesign the storage landscape.”

A heterogeneous storage landscapeThe existing storage infrastructure was based on SAN hardware from several different vendors and located at five different data centres, which made it difficult for the new IT hub to manage efficiently. Moreover, the hardware at one of the data centres was reaching the end of its four-year renewal cycle, so the IT team needed to decide on a replacement quickly.

“At corporate level, Danone has nominated IBM as its preferred hardware supplier,” comments Irek Zielinski. “And within our team at the UK and Ireland hub, we have many years’ experience with IBM servers and storage, so we were confident that an IBM solution would be the right option for us. The next step was to find a partner that could help us design a solution suitable for the size and requirements of our business. That’s where Transputec came in.”

Finding the right partnerTransputec is an IBM Premier Business Partner that specialises in providing end-to-end infrastructure solutions for both mid-sized and large companies. With long experience and deep expertise across a wide range of industry verticals, Transputec delivers the right combination of servers, storage, software and services to enable clients to meet their business objectives.

Danone standardises on IBM storage for the UK and IrelandBuilding a manageable, cost-effective and energy-efficient virtualised storage hub with IBM and Transputec

OverviewBusiness challengeDanone had built and inherited a variety of different storage solutions at five data centres across the UK and Ireland. The company saw an opportunity to significantly reduce costs and simplify management by standardising on a single storage platform.

SolutionDanone’s UK team worked with Transputec, an IBM Premier Business Partner, to design and deploy a new virtualised storage area network based on IBM SAN Volume Controller, IBM System Storage DS5020 disk systems and TS3310 tape libraries, and IBM Tivoli Storage Manager. The solution virtualises new and existing disk storage systems, enabling the company to pool its resources and make more efficient use of storage capacity.

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“For the UK and Ireland organisation, we needed a solution that would meet a mid-range budget while still delivering enterprise-level flexibility and performance,” says Irek Zielinski.

Thinking outside the box“When we put out a request for proposals, most of the respondents suggested traditional storage solutions,” continues Irek Zielinski. “These might have delivered the capacity we needed, but wouldn’t have given us more flexibility or ease of management. Transputec was the only one to think outside the box and recommend IBM storage virtualization technologies.”

The Transputec proposal centred around an IBM virtualised disk solution – a combination of IBM SAN Volume Controller and IBM System Storage DS5020 disk systems that gives companies everything they need to get started with storage virtualisation. Transputec also recommended installing a pair of IBM System Storage TS3310 tape libraries, and using IBM Tivoli Storage Manager to optimise tape backup and restore processes.

“The great advantage of Transputec’s proposal was that it would immediately simplify storage procurement and maintenance,” comments Irek Zielinski. “Instead of multiple vendors with different technologies and maintenance contracts, we would have one company – IBM – supplying all the hardware and software, and one company helping us with implementation and support. This would help us save significant costs over the medium to long term.”

Rapid resultsThe Danone UK and Ireland team decided to go ahead with an initial implementation to replace the aging HP EVA SAN at its data centre in Ealing. The new solution uses a combination of fibre channel and SATA disks to provide the optimum combination of price and performance: business-critical applications use the fast fibre channel disks, while the SATA drives are used for cost-effective file storage and smaller applications.

“So far we have seen very encouraging results in terms of performance, and the new hardware is also much more compact and over 30 percent more energy-efficient than our previous equipment,” says Irek Zielinski. “In addition, since the whole landscape is virtualised, we can actually make full use of the capacity – we’re not stuck with pockets of space trapped in different silos. Looking at the solution overall, we get better performance and more capacity within a smaller physical footprint with lower electricity costs. So it’s an upgrade in every respect.”

Business Benefits• Reduces the complexity of the storage

environment and simplifies supplier management, potentially delivering seven-figure cost savings over three years.

• Simplifies storage management for all SANs within the main data centre, and will ultimately provide a single point of control for all five Danone data centres in the UK and Ireland.

• Supports faster, more dynamic allocation of storage resources, enhancing business agility.

• Enables re-use of older systems as tier two and three storage, avoiding additional hardware investments.

• Delivers more than 30 percent greater energy efficiency within a more compact physical footprint, saving data centre space and cutting electricity costs.

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Looking to the futureHe adds: “The exciting part of the project, however, is the next phase. IBM SAN Volume Controller can be used to virtualise all kinds of storage systems – even if they are not from IBM. When we have implemented it at our other four data centres, it will provide a fully standardised central point of control for all the UK and Ireland SAN landscapes. This will greatly reduce storage management workload and help us improve business agility, without necessarily requiring much additional investment in new storage hardware. At the very least, we will be able to reassign our existing storage systems for tier two and three storage, and just purchase some new IBM hardware to handle tier one applications.”

Significant return on investmentOnce the rollout to the remaining sites is complete, Danone expects to see significant return on investment over the next three years.

“Above all, this solution from IBM and Transputec provides an excellent foundation for the future growth of our operations in UK and Ireland, and is a key component in aligning our operations with Danone Group’s corporate IT strategy. By moving from decentralised infrastructures to a more coherent and standardised IT hub concept, we will be able to deliver more and better IT services with greater flexibility and at significantly less cost.”

About TransputecFounded in 1984, Transputec combines excellence in insights, relationships and innovations to drive businesses forward. Transputec manages IT services, develops tailor-made solutions, and supplies hardware and software to international clients in a diverse range of sectors, including commerce, finance, communications, construction, logistics and government.

For more informationTo learn more about IBM storage solutions, contact your IBM sales representative or visit: ibm.com/systems/storage

To learn more about products, services and solutions from Transputec, visit: transputec.com

“This solution from IBM and Transputec provides an excellent foundation for the future growth of our operations in UK and Ireland, and is a key component in aligning our operations with Danone Group’s corporate IT strategy.”

— Irek Zielinski, IT Manager for Danone UK and Ireland

Solution ComponentsSoftware• IBM® SAN Volume Controller• IBM Tivoli® Storage Manager

Servers• IBM System Storage® DS5020• IBM System Storage TS3310

IBM Business Partner• Transputec

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Produced in the United Kingdom June 2011 All Rights Reserved

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IBM and Transputec are separate companies and each is responsible for its own products. Neither IBM nor Transputec makes any warranties, express or implied, concerning the other’s products.






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