Tivoli Live 2006 © 2006 IBM Corporation 1 IBM IT Service Management

Tivoli Live 2006

© 2006 IBM Corporation1 IBM IT Service Management

© 2006 IBM Corporation

Tivoli Live!

Sean Bergin

Tivoli Brand Leader, UKISA

Tivoli Live 2006


Room Time Agenda Item Speaker

9:00 -9:30 Coffee

Fairclough 9:30–9:45 Welcome and Introductions Sean Bergin, UKISA Tivoli Brand ExecutiveAndrew Cunningham, UK Tivoli User Group

Fairclough 9:45–10:45 IT Service Management - Business trends & strategy Al Zollar, General Manager, Tivoli Software

10:45–11:15 Coffee

Fairclough 11:15-11:45 A customer’s view of real business issues Steve O’Donnell, Global Data Center Director BT

Fairclough 11:45-12:15 IT Service Mgmt - unifying automation, security & storage Norman Wilkinson, ITSM UKISA leader

12:15-13:15 Lunch & optional penalty shoot out ! – followed by break out sessions

Cooper (H015)

Stag (H013)

13:15 -14:30 Data Centre Automation – Launches & business update Joergen Krog, Tivoli NE IOT Automation LeaderNick Drabble, Head of Automation Software, UKISA

Storage – Launches & business update Ian Hancock, Storage Business consultant, EMEA Steve Cliff, Head of Storage Software, UKISA

Fairclough Security – launches & business update Casey Plunkett, WW sales, Security Stephen Swann, ACI Manager, NAG

Heathcote (H002)

zSeries update Mark Fallon, Tivoli NE IOT Automation Leader

14:30-14:45 Change over break / coffee

Cooper (H015)Fairclough

Heathcote (H002)

14.45-15:45 Process driven IT Service Management Norman Wilkinson, ITSM UKISA leader

Storage Operations Management incl. TPC & TSMX demos Steve Strutt, Tivoli Storage Management consultant

Identity and Access Management incl TIMX demo Srdjan Ljubisavljevic, SW Technical sales specialist

Stag (H013) zSeries end-to-end Enterprise technical update Stephen Fergusson, SW Technical sales specialist

15:45–16.00 Change over – back to Auditorium / coffee

Fiarclough 16:00-16:15 Wrap up / Take of the day Sean Bergin, UKISA Tivoli Brand Executive

Fairclough 16:15-16:45 Pre-match discussions with guest speaker in Auditorium Harry Redknapp

16:45–17:00 Guest move to – IBM Hursley clubhouse

17:00-18:30 Football & BBQ

Tivoli Live 2006



Take Back Control with IT Service Management

Tivoli Live 2006

Al Zollar

General Manager, Tivoli Software

Tivoli Live 2006


Agenda

Successes in 2005 … and The Journey So Far

Technology Available Today

Introducing Micromuse and Netcool

Next Steps on Your IT Service Management Journey

Tivoli Live 2006


Announced IBM’s New Strategy:Announced IBM’s New Strategy:IBM IT Service Management IBM IT Service Management Introduced innovative new products for IT process

automation and integration Enhanced existing Tivoli products to support IT service

management Released first version of IT Unified Process (ITUP) tool Developed tools, process models, expertise and services

that make ITIL® actionable

1H 20051H 2005

“IBM IT Service Management solutions help us implement ITIL recommendations to drive a successful service-oriented model.”

–– Jeff Stoddard, CEO and President, Advanced Integrated Solutions

The Journey So Far – Executing on Our Strategy

Tivoli Live 2006


“We selected the Tivoli product family because it provides us a single product family that is comprehensive and can provide a complete, end-to-end solution for managing the overall infrastructure.”

–– Doug Edwards, Sr. Systems Engineer, Lockheed Martin

Building IBM ITSM Momentum Conducted Proofs of Technology Announced new partnerships and service offerings Enhanced autonomic capabilities Acquired Isogon and Collation Announced Aperi, open source ecosystem for storage mgmt.

IBM Tivoli Solutions for SOA ReleaseEnhanced Solutions for Availability Management Launch

2H 20052H 2005The Journey So Far – Executing on Our Strategy

Tivoli Live 2006


“With their new IT Service Management strategy, IBM Tivoli is now really focused on the big picture – not only delivering tools, but an integrated combination of tools, sharing their data through a central database and supporting ITIL processes.”

–– Andreas Golombek, IT Production, Commerzbank

Innovation, Execution and Leadership in ITSM Enhanced integration across entire portfolio Cross-brand solutions and service offerings Tivoli Express Solutions for the mid-market Delivered version two of ITUP tool Extended OPAL to cover ITSM solutions Acquired Micromuse, CIMS Lab New IT Service Management Standards Reference Model

Available in June IBM Tivoli Change and Configuration Management Database IBM Tivoli Process Managers

1H 20061H 2006

The Journey So Far – Executing on Our Strategy

Tivoli Live 2006


Back-up and Recovery: Store and secure customer, employee and vendor data from multiple applications. Protect data files against system crashes, viruses, hackers and more

Tivoli Storage Manager Express

IBM Continuous Data Protection for Files

Problem Determination: Ensure IT performance and availability for critical business applications satisfy customers globally

Tivoli Monitoring Express

Security Management: Control, monitor and audit access to business applications for remote employees, customers and vendors

Tivoli Identity Manager Express

Desktop Management: Provide software distribution, patch and desktop image management

Tivoli Provisioning Manager Express

IT management solutions that ensures time-to-value for mid-market customer’s most critical business needs

Tivoli Express: Simple, Fast, Secure IT Management

Tivoli Live 2006


ITIL best practices: Active contributor, reviewer and supporter since 1988

Web Services Distributed Management (WSDM)

Solution Deployment Descriptor in OASIS workgroup

Open standards for application response time measurement (ARM)

Aperi open source ecosystem for storage management

“Higgins” Project for open identity standards

Developing and promoting open standards for IT Service Management

IBM IT Service Management Standards Reference Model

New!New!

IBM’s Leadership in Driving Open Standards

Tivoli Live 2006


CMDB Federation Open Standards

Multi-vendor collaboration

Industry-wide specification for CMDB federation

Enables clients to share information between CMDBs and other data repositories across heterogeneous IT environments

Submission to standards body later this year

Endorsed by itSMF

Tivoli Live 2006


Source: IBM Global CEO Survey, Jan. 2006

78% of CEOs believe that integrating business and technology is of great importance to driving business growth

Only 45% of CEOs believe that they have successfully integrated business and technology in their organizations

78% of CEOs believe that integrating business and technology is of great importance to driving business growth

Only 45% of CEOs believe that they have successfully integrated business and technology in their organizations

The CEO Challenge

What CEOs Are Saying to IBM:

“… [organizations] must use technology to stay ahead of the curve …”

“Technology must be integrated in the early stages of business strategy …”

“Technology is the only way to cope with the surge of new work … [and] opportunities.”

“… [organizations] must use technology to stay ahead of the curve …”

“Technology must be integrated in the early stages of business strategy …”

“Technology is the only way to cope with the surge of new work … [and] opportunities.”

Bridging the business and technology integration gap

Tivoli Live 2006


Integration Drives Significant Business Benefits

Source: IBM Global CEO Survey, Jan. 2006

Extensive integrators aremore successful:

2X as successful in reducing costs

2X as successful increasing quality and customer satisfaction

3X as successful increasing revenue

CEOs who have extensively integrated business and technology show superior results compared to CEOs with limited integration

ReducedCosts

Higher Qualityand Customer

Satisfaction

IncreasedRevenue

Tivoli Live 2006


IT Trends Shaping the Market

Traditional Systems Management is dead

– New focus on IT Services

IT operations spending outpaces IT budget growth

IT service quality continues to decline

SOA and composite applications increase service flow complexity

Complexity is exposing IT organizational disconnects

Improving service delivery within cost constraints requires a new approach

Tivoli Live 2006


85% of problems are caused by IT making changes to the environment 85%85%

80%80%

80% of problems are reported by users

Customers become the IT Systems Test Team

IT Users:customerIT Users:Systems Test!

Source: Tivoli Primary Research 2005

Why IBM IT Service Management?

Tivoli Live 2006


Actual Application Architecture for Consumer Electronics Company

Architectural Complexity Reduces IT Efficiency and Effectiveness

Tivoli Live 2006


www

Lab

or

Co

st

Sense Isolate EvaluateDiagnose Take Action

Time

Availability Management

Change Management

Change Management

Security Management

Service Level Management

Information Lifecycle Management

Release Management

Application Experts and

Tools

DatabaseExperts

and Tools

Desktop Experts

and Tools

NetworkExperts

and Tools

Server Experts

and Tools

Mainframe Experts

and Tools

Storage Experts

and Tools

Managing composite applications across IT silos is major challenge

Organizational Complexity Compounds the Problem

Tivoli Live 2006


Open and federated Change and Configuration Management Database (CCMDB)

Proven technology for integrating ‘Process to Product’ -- including third-party vendors

Based on self-managing autonomic technologies and best practices such as ITIL and eTOM

Built on an SOA architecture, and can manage and secure SOA environments

The industry’s most comprehensive set of products, services and solutions

Change and ConfigurationManagement Database (CCMDB)

Server, Network and Device

Management

StorageManagement

SecurityManagement

Business Application

Management

Service Delivery

& Support

ServiceDeployment

InformationManagement

BusinessResilience

IT CRM & Business

Management

IBM IT Service Management

IT Operational Management Products

IT Service Management Platform

IT Process Management Products

Best Practices

IBM IT Service Management – Innovation that Matters

Tivoli Live 2006


Centralize and unify control of the companies IT assets,enabling consistent management processes across allPlatforms; provide business impact, integrate withProblem and Change Management and contribute to anoverall reduction in consoles and workload

Monitor and manage across multiple IT assets with a business impact perspective allowing more cross training, prioritization and resource assignment

Faster corrective action and the historical reporting feature is an excellent management application in the area of fault history

Event Alerting and Management methodology seamlessly integrated with Problem and Change Control

IBM Tivoli Business Systems Manager, IBM Tivoli Enterprise Console, IBM Tivoli NetView, IBM Tivoli Monitoring

IBM DB2 IBM WebSphere

“For the first time ever, Prudential Financial is able to manage its IT universe in a “single pane of glass” with IBM and the IBM Tivoli infrastructure management tools.”

— David Quinn, Systems Dir. Prudential Financial

On Demand Business Benefits

Solution

Business ChallengePrudential Financial

Tivoli Live 2006






Best Practices


Tivoli Product Portfolio Available TODAY!

Integrated across silos through the ITSM platform to the IT process management products

Products include:• Tivoli Access

Manager• Tivoli Identity

Manager• Tivoli Federated

Identity Manager• Tivoli Directory

Server• Tivoli Directory

Integrator• Security

Compliance Manager

• Netcool for Security Management

Security Management

Products include:• Tivoli Storage

Manager• Tivoli Continuous

Data Protection for Files

• TotalStorage Productivity Center

Storage Management

Products include: Tivoli Enterprise

Console• Tivoli Monitoring• Tivoli

OMEGAMON• Tivoli NetView• Tivoli Remote

Control• Tivoli Systems

Automation• Tivoli Workload

Scheduler• Tivoli Provisioning

Manager• Tivoli

Configuration Manager

• Tivoli Decision Support for z/OS

• Netcool/OMNIbus• Netcool/Proviso• Netcool/Precision• Netcool/Monitors

Server, Network & Device Management

Products include: Tivoli Composite

Application Manager

• Tivoli Business Systems Manager

• Tivoli Intelligent Orchestrator

• Tivoli Service Level Advisor

• Tivoli License Manager

• Tivoli License Compliance Manager

• Netcool/Impact

Business ApplicationManagement

Tivoli Live 2006


Build-To-Manage Toolkits

Standards supported: JMX - ARM – WEF – SDD – WSDM

Learn more at www.ibm.com/developerworks/eclipse/btm

Link custom applications with operational management tools Speed deployment of your critical applications Accelerate problem resolution and improve SLA management Manage availability and increase reliability




Best Practices


Workbench

SoftwareArchitect

ApplicationDeveloper

Open-source developer Toolkits help integrate Development and Operations

Tivoli Live 2006


Change and ConfigurationManagement Database (CCMDB)

Server, Network and Device

Management

StorageManagement

SecurityManagement


Management

Service Delivery

& Support

ServiceDeployment


BusinessResilience

IT CRM & Business

Management





Best Practices

IBM Tivoli CCMDB available in June 2006!

The CCMDB Simplifies Architectural Complexity

"The IBM IT Service Management strategy promises to provide greater value through enhanced product integration and visualization.”

–– Yves Vlamijnck, Team Manager, Network & IT Monitoring, Belgacom

Poorly managed change causes 80% of incidents in large environments

Tivoli Live 2006


Capability MinimumCMDB

TivoliCCMDB

Resource and Relationship Autodiscovery

Resource Reconciliation

Data Federation

Data Synchronization

Operational Management Product Integration

Change History

Automated change and configuration mgmt

Standards-based process modeling / runtime

Standards-based APIs for application interface

Process aggregation and bottleneck analysis

Process and CI Relationships

What Else?

Key Capabilities for a CMDB

Tivoli Live 2006


IT Process Managers Bridge Organizational Silos




Best Practices



Available in June 2006!

Service Delivery

& Support

ServiceDeployment


BusinessResilience

IT CRM & Business

Management

Automates IT management processes for rapid responsiveness and greater flexibility

Based on experience applying ITIL, eTOM, CoBIT and CMMI in customer environments

Extends autonomic computing technology experience to people, processes and information

Available in 2H 2006!

Availability Management

Process Manager

Release Management

Process Manager

Storage Management

Process Manager

Capacity Management

Process Manager

Financial Assessment

Process Manager

Future Directions

SecurityManagement

Process Manager

Service LevelManagement

Process Manager

AssetManagement

Process Manager

Change andConfiguration Management

Process Manager

Service Continuity

Management Process Manager

Tivoli Live 2006


Time/Phases

ITSM Value

Technology Focus

OperationalManagement

IntegratedManagement

ProcessManagement

Provisioning Service Desk

Monitoring Performance

Change and Configuration DB

Compliance Change Audits

Service Focus

Application Map DB



Business Focus

Change and Configuration DB

Release Availability Storage

Configuration Change

Application Map DB Process DB



Taking a Modular Approach to IT Service Management

Tivoli Live 2006


IBM IT Service Management IBM IT Service Management

Business and service assurance

Layer 1 to layer 7network monitoring

Telecommunications capabilities, including IP convergence

Security management

End-to-end software asset management, from mainframe

to distributed

IT chargeback to lines of business

Application discovery and dependency mapping




Best Practices

Key Acquisitions Speed Customer Value

Platform allows rapid integration of new technologies

Tivoli Live 2006


“As our business grows, we must deal with increasing complexity while delivering high-quality IT services to our business users. The combined Netcool and Tivoli suite will help us meet the challenge.”

–– Mr. Yuan Jun De, Deputy General Manager, Bank of China Information Center

Extend IT Service Management with Muse’s real-time Network Service Assurance capability

Extensive product portfolio under the flagship Netcool® brand

Manages the world’s most complex networks and services

Introducing Micromuse

Tivoli Live 2006


Examples of Netcool Solutions in Action

A European telco accelerated rollout of nationwide DSL services by utilizing Netcool to oversee its vendors and reduce costly truck rolls

A top-10 US bank implemented a company-wide availability system, underpinned by Netcool, to consolidate and streamline monitoring of 11 IT-based “service channels”

A global airline monitors thousands of terminals, kiosks and check-in desks through its centralized Netcool deployment

The Netcool suite monitors several of the world’s largest military online user communities, helping to ensure coordinated operations

A large telco consolidated 27 network operations centers to just 2 using the Netcool suite as their manager-of-managers

Operational Efficiency

Revenue Enhancement

Risk Management

Tivoli Live 2006






Best Practices

Change and Configuration

Management Database

Server, Device and Network Management

StorageManagement

SecurityManagement


Management

Service Delivery

& Support

ServiceDeployment


BusinessResilience

IT CRM & Business

Management

Network Management - Provides discovery, topology and monitoring across layers 1-3– Extends network information into the CCMDB

Security Management - Strengthens event correlation, and compliance reporting Resource Monitoring - Extends monitoring with support for new applications and protocols IP Convergence - Solutions to manage voice, video, data and IMS converged offerings Performance Management - Multi-domain solution for historical reporting, capacity planning Event Consolidation - Enhances monitoring, correlation and business service management

Micromuse brings leading management capabilities:

What Does the Micromuse Netcool Acquisition Mean to You?

Tivoli Live 2006


No Customer is Left Behind – Same strategy as with Candle integration

– Technical Convergence paths

– License Entitlement paths

Product Integration

– Identify overlap and develop a plan to converge over time into a single portfolio

– Construct Day 1 scenarios that enable traditional Tivoli customers to take advantage of more monitors and for traditional Micromuse customers to gain more monitors and richer resource management capabilities

Team Integration

– Maintain domain expertise on technology, services and support

– Link teams together worldwide for the best synergy




Best Practices

ITSM and Netcool Integration Goals

Tivoli Live 2006


Avoid IT Service Downtime – Realtime end-to-end service visibility and predictive intelligence for problem avoidance

Improve Operational Efficiency – Scalable architecture to consolidate operations management and speed problem resolution

Accelerate IT Service Rollout – Broad off-the-shelf integration and rapid, modular deployment to quickly support new services

Decrease Risk – Security incident response and reporting for compliance integrated into IT service management approach

IBM Tivoli Netcool Delivers Value to Customers

IBM Tivoli Netcool helps clients efficiently and effectively manage IT Services in support of business goals

"We rely on Netcool to help us assure the services, end-to-end, that we deliver to our customers. We look forward to continued innovation from IBM as we tackle next generation service assurance challenges.“ –– Peter Hascher, Head of Development at BT

Tivoli Live 2006


Modular approach lets you adopt

IT Service Management at your speed

Open, SOA-based platform lets you

leverage existing investments

Thriving ecosystem of business partners

provides extensive support

Based on self-managing autonomic

technologies and best practices such as

ITIL and eTOM

Integrated, automated IT Service

Management products ready TODAY

We’ll Help You Achieve Greater ITSM Value … Quickly




Best Practices


Tivoli Live 2006


96 of Top 100 Financial Institutions

Manufacturing/Industrial

96% of Government Agencies

Top Global Telco Companies

9 of 10 Healthcare Companies

Media/Entertainment

8 of 10 Top Retailers

Energy/Utilities

Customers Recognize IBM’s Broad Industry Expertise

Tivoli Live 2006


Starting point depends on your organization’s priorities

ENTRY

IT Service Management Design

Implementation Services

Innovation Workshops

Services Readiness Assessment

Risk and Compliance Services

IT Process Managers

IBM Tivoli Unified Process

IT Service Management Assessment Tool

ITSM Platform and Operations Management Products

IT Process Management

ENTRY




Best Practices

“Over time, the self-managing capabilities of IBM solutions will help us bring costs down and reduce downtime even further.”

–– Anneri Pieterse, Corporate IT Coordinator, TEBA Limited

Multiple Entry Points to IT Service Management

Tivoli Live 2006


Get Started … Take the Next Steps Now!

Education: ibm.com/software/sw-training/

Online IT Service Management tools

Visit ibm.com/software/tivoli/itservices

Leverage Tivoli Live

Two customer speakers – BT and NAG

Two sessions by Norman Wilkinson

– Unifying automation, storage and security

– Process-driven IT Service Management

Sign Up for an ITSM Workshop

Visit the IBM IT Service Management Website

– ibm.com/software/tivoli/itservices

"The IBM approach to IT Service Management is taking Enterprise Systems Management at Ford to a whole new level.”

–– George Surdu, Director, Information Technology Infrastructure, Ford Motor Company

Tivoli Live 2006


IBM Tivoli LiveSteve O’Donnell

Global Head of Data Centre & Bridge OperationsBT plc

BT isn’t (just) a Telco anymore

• A major player in Data Centre Services

• A major player in transformational outsourcing

• Thought leadership in the telco space with our £10B - 21C investment

• BT Vision competing with BSkyB

• BT Global Services transact more business that we sell switch minutes

Source: Gartner (April 2006)

BT Global Data Centre Capability

• 52 Data Centres Globally– 26 Data Centres in the UK– 5 Data Centres in the US– 13 Data Centres in Asia

Pacific– 10 Data Centres in Europe

• 750,000 ft2 of technical space

• 150MW of electrical power – • Same again for cooling• £100M electricity bill

• Largest Operational Bridge in Europe

• Full capability from simple element monitoring to full service view

• Manage internal and customer systems simultaneously

• 34,653 elements under management

• 982 applications• Multi vendor – MVS to Linux

Convergence

• The convergence of the network and computer has happened• In the BT 21st Century Network – the computer is the network• Moved from

• IT is at the centre of the business, to

• IT is the business

• We are developing an SDK for our network - Web 21C• BT is gradually transitioning into a software company

It’s all becoming software. Will software players aggregate the networks faster than the network players develop the software?

The Challenge

• Before 21C we had network multiplexers– All hardware – little or no firmware– A stable 25 year investment– Scale by multiplexing and adding fibre and boxes – seamless

and modular– Growth predictable and steady

• As 21C rolls out we have computers and routers and switches– We have firmware, OS, software, patches version updates– At best a 10 year investment– Scale by adding fibre and boxes and software reconfiguration– Growth explosive and unpredictable– Huge price erosion – cost challenge

The Results

• Death by complexity• Data Centres filling up at an alarming rate• Numbers of servers escalating out of control• Numbers of configurations escalating out of control• Impossible to manage IT infrastructure• IT becomes unaffordable

Fundamental Requirements

• Zero Touch– Automated build and patch– Automated scale out and scale in– Infinitely scalable– Repeatable– Automated CMDB

• Cheap– Commodity components– SATA Disks– Intel / AMD– Linux & Open Source

• Monotonously Reliable – Fault tolerant and self healing– Dark Data Centre operation– Build availability into the network

• Fast to Market– Use third party building block components– SVC, TPC, OpsWare etc..

The BT Answer - Virtual Service Unit (VSU)

• A massively standardized, multi-entity, real time architecture: deploy a server architecture that allows for real time scaling in an always on 24/7 environment enables the platform

• Merciless standardisation, reduced number of choices, much cheaper, Global Catalogue. Mass back-end simplification, platform for mass software customisation

• Intelligent Infrastructure, one virtual data centre. Knows properties of applications e.g. latency, co-existence and how to stop, start and scale on the fly

• Instant-on provisioning, virtualised application delivery, anywhere deployment, any device, totally network centric

• Resilience, Redundancy/DR, Internet Scale, Service Assurance Platform built into Service. Multi-entity design, secure authentication

• Higher abstraction layer. Managed middleware instances of J2EE App Servers, .Net, Databases, Web sites and applications e.g. CRM, ERP, Accounting, Productivity

• Links tightly with Virtual Private Grid and runs over MPLS with MCIP QoS Offering

What are the key components?

• Orchestration– Anticipates and predicts capacity requirements– Pulls it all together

• Virtualisation– Server– Disk– Network

• Provisioning– Dynamic and timely provisioning and removal of server,

network, disk and other resources

• Business Rules– Prioritisation– Cost Models

Ah but…… dealing with the legacy systems

• Initially 100% of the IT estate is legacy• Applications can last 20 years even if the underlying

infrastructure is replaced more frequently• Taking an opportunity to re-platform can dramatically

reduce costs and simplify– Often falls into the too hard category

• Key area is clearly understanding current environment– Focus on the quick wins– Not all legacy is viable to move

• At BT we use VSU as our target environment• Current view is we achieving a 20:1 consolidation

ratio

DYNAMIC TOOLS

BT’s “Smart Consolidation” ModelDiscover Understand Design Plan Implement

Third party

OTHER METHODS

Discovery of assets, applications, feeds

associations & owners

Consolidation of discovered data and “intelligent mining”Technology sets

Solution design built on common/optimised infrastructure modules

Generate detailed plan/schedule for build and migrate activities

Resource scheduling & mgmt to enable

workload migration.

Data Centre Move Tool

Common consolidated source & mining enables:

• Gap Identification• Business requirements alignment• Understanding complexity• Orphans/Quick Wins• True costing• Customer validation (& hence data cleansing)•Performance data•Risks and Issues

Consolidation policy

Consolidation, virtualisation and co hosting methods

Architectural framework (ODIN)

Common Templates

Portfolio

Technology Opportunities

• Face to Face• Questionnaires• Existing asset records• Existing CMDB systems• Organisational records (understand ownership)•Performance data

Task driven plans

Resource requirements

Scheduling

Data Migration

DCM can provide task driven workstack management system

Or can feed tasks into existing Change Management systemBuild target environmentsTrial migrations

In life CMDB

Populate dynamic inlife CMDBDCM holds rules defined

by policy, architecture and methods

Summary

• Groaning under the weight of diversity and change• Ability to delver new compromised by burden of supporting the

legacy• The BT solution is to wholeheartedly adopt a new paradigm -

VSU• Ruthless standardisation• Automation – zero touch, self service• Autonomic• Building resilience and availability into the network• Virtualise everything• Self healing

• Consolidation, simplification, rationalisation and virtualisation of legacy data centres

• Systems Management, Provisioning and Automation are critical to our success

Tivoli Live 2006


© 2006 IBM Corporation© 2006 IBM Corporation

Norman WilkinsonService Management LeaderIBM Tivoli SoftwareUK, Ireland & South Africa

Norman WilkinsonService Management LeaderIBM Tivoli SoftwareUK, Ireland & South Africa

IT Service Management

Unifying Automation, Security

and Storage

IBM IT Service ManagementIBM IT Service Management

© 2006 IBM Corporation© 2006 IBM Corporation5252 Tivoli Live 15 June 2006 ITSM – Unifying Automation, Security & StorageTivoli Live 15 June 2006 ITSM – Unifying Automation, Security & Storage

Agenda

• The drive towards IT Service Management

• What lies beneath a Business Service

• What to do and how to do it

• Key initiatives & phased approach

• IBM as a strategic ITSM Partner

IT Service ManagementUnifying Automation, Security and Storage



Internal Customer

ServiceProvider

TheBusiness/Unit

ITDepartment

ServiceProvider

ITOutsourcer

Demand for Services

Demand for Services

Demand for Services

ServiceDelivery

ServiceDelivery

ServiceDelivery

Business Relationship




The drive to IT Service Management

External Customer



0

5

10

15

20

25

30

35

40

45

US $ Billions

2000 2003 2005

Gross MerchandiseVolume

0

200

400

600

800

1000

1200

1400

1600

1800

Millions

2000 2003 2005

Registered Users

No.of Listings (Non-store)

• Incorporated September 1995• 2000 GMV of $ 5.4 bn• 2005 GMV of $ 44.3 bn• 6 million listings added per day• Users trade $1,511 worth of goods every second

• June 1999 – a 21 hour outage cost $ 3.9m in Q2 lost revenues

• Today that would equate to $ 106m

1 CNN Money - August 1999All other information sourced from ebay.com and Annual Reports

1

The drive to IT Service Management





ID Provisioningand Access Security

Storage

ServerPool

CapacityProvisioning

Transaction PerformanceManagement

InfrastructureOperational Management

Service Management

BusinessProcess

Management

BusinessService

ApplicationsManagement

What lies beneath a Business Service



Availability OptimizationSecurity Provisioning

Information Technology Infrastructure Library

ITIL is a suite of publications that define a set of process based best practices for managing complex IT environments.

Provides a framework and guidance applicable to all IT organizations.

ITIL is the world’s most widely accepted approach to IT Service Management.

Align IT services with the current and future needs of the business and its customers

Improve the quality of the IT service delivered

Reduce the long term cost of service provision

ITIL Goals:

What to do?




How to do it?

• Detailed diagrams and descriptions of IT Service Management processes

• Based on industry best practices

• A complete, cohesive process model: IBM Process Reference Model for IT (PRM-IT)

• Strongly aligned to ITIL and can be mapped to other process models such as CoBIT, eTOM, Six Sigma, CMMI, ISO 17799

• Walkthrough scenarios eg: Analyze Impacts, Users Report Web Outage

• Helps make ITIL actionable!

IBM Tivoli Unified Process (ITUP V2.0.0)

Free Download at http://www-306.ibm.com/software/tivoli/features/it-serv-mgmt/itup/tool.html




IT Service Management – Phase 3

• Manage IT as a Business • Automate Service Processes• Optimize IT Services Proactively• Collect, analyze and share service and process metrics

Incremental Gains in a Phased Approach

Resource Management – Phase 1• Measure systems and resources available• Maintain resource specific information• Optimize resource availability

Service Aware Management – Phase 2

• Understand IT services and its supporting infrastructure• Measure/Model Service Performance• Ensure effective changes to the Service Infrastructure• Audit Service Compliance

Cost Reduction

Service Im

provement

IT V

alue

to th

e B

usin

ess

Technology Focus Business Focus

IT perceived as a Cost Centre

IT perceived as a Service Provider

IT perceived as a Strategic Partner




Provisioning

Discovery & CCMDB

Network Management

Enterprise Console

Infrastructure Monitoring Applications Monitoring

Enterprise Data

Warehouse

In

fras

tru

ctu

re

Ava

ilab

ilit

y

M

anag

emen

tM

anag

emen

t

Reporting and Business Intelligence Integration

Enterprise Portal

R

elea

se

C

hang

e &

Con

fig

Inci

dent

& P

robl

em

M

anag

emen

t

M

anag

emen

t

M

anag

emen

t

Phase 1: Resource Management - Build on existing management tools

3rd Party Service Desk

ITSM Platform



Discovery of infrastructure components and applications

• Visibility of assets

• Agent-less automated discovery

• Relationships and dependencies

• Deep configuration details

• Change detection and reporting

• Comparisons against standards

• Populates CCMDB and Business Service Views

Tivoli Application Dependency Discovery Manager (TADDM)





Change and Configuration Management Database (CCMDB)

• Active repository for all Configuration Item (CI) information

• Integrated Change and Configuration Management processes

• Meets the Gartner 4 key differentiators:

• Federation

• Reconciliation

• Synchronization

• Mapping & visualization

IT Operational IT Operational Management ProductsManagement Products

IT Service IT Service Management PlatformManagement Platform

IT Process IT Process Management Products Management Products

Best Practices

Build/CustomizeProcesses

Approve, Execute & Monitor Process

Steps and Tasks

Interface withExisting

Management Products

Deploy & ConfigureProcesses

IT Infrastructure

Discovery

ConfigItems

Relationships ProcessArtifacts Metadata

Process Runtime Infrastructure

Data FederationMiddleware

Data Access

FunctionalInterfaces

Generate & ViewReports

Reconciliation

CCMDB Process DB

Configuration Management

Release Management

Incident Management

Information Lifecycle Management

Integration Modules

AutomationTools

CLIAPI

Existing Management Tools

ScriptsTa

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Core Change Management

Error Hdlng

Reporting

Security

Logging Auditing

Process Configuration

Policies

ITSM Solutions

User Interfaces



Labour Cost

Sense Isolate EvaluateDiagnose Take Action

Time

Current State:

• Cost and time to resolve problems is high• Focus on restart not fix - Reactive• Risk of recurrence• Changes impact service availability• Lack of process

Desired State:

• Reduce cost and time to resolve problems• First time resolution at root cause• Reduce No. of incidents/ problems and load on Service Desk• Structured process aligned to ITIL best practices• Proactive management• Change related outages eliminated

Take Back Control of the Infrastructure


• Centralize monitoring management

• Simplify with single ‘pane of glass’

• Extend to end-end

• Correlate events and filter

• Identify root causes quickly

• Enable priority action to be taken

• Reduce MTTR

• Lower operational costs

• Improve productivity and service



Network Management

Enterprise Console


Enterprise Data

Warehouse

Service Level ManagementBusiness Systems Management

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Executive Dashboards

Transaction Performance

Enterprise Portal

Discovery & CCMDB

Provisioning


Phase 2: Service Aware Management – Operational Management Products

ITSM Platform

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Network & Device LayerNetwork & Device Layer

System LayerSystem Layer

Middleware LayerMiddleware Layer

Application LayerApplication Layer

Series

Order Management

Lines of Business

Align IT to the Business – the Vertical Stack

Business Service 1

Business Service 2

BusinessService 4

Business Service 5




Order Management – Statistics for 1 month(SLA Threshold is 99.9% availability)

Composite Effect/ User Experience 105.50 99.750

Component Downtime % Availability

(min : secs)

Microsoft IIS Server 0:00 100.000

Microsoft SQL Server 4:32 99.990

Microsoft Windows Server 7:54 99.982

Lotus Domino AIX Server 6:00 99.986

IBM AIX MQ Server 0:00 100.000

Apache Web Server 8:64 99.980

HP Procure Switch 69:12 99.840

CISCO Switch 9:88 99.977

“We are meetingour Service Levels”

“The business cannot sustain these outages”

Series


IT Perspective

Series

Business Perspective

Align IT to the Business – Understand Business Impact



Sector Avg Lost Lost Total Per Hours Revenue Productivity Hour Lost p.a. $ m $ m $ m $

Finance 1200 35.0 100.5 135.6 113,000Healthcare 400 10.3 14.4 24.6 61,500Transport 300 9.5 12.4 21.9 73,000Manufacturing 800 61.2 44.8 106.0 132,500

Retail 500 13.4 18.0 31.4 62,800

Source: Infonetics Research Jan 2005

Annual Cost of Downtime in US (outages only, not degradation)


Align IT to the Business – Understand Business Impact

From the start of this presentation eBay will have traded: $ 2 , 0 8 5 , 1 8 0



• Visibility of application composition – software and hardware

• Dependencies and relationships

• Enables views of business services to be dynamically maintained


Align IT to the Business



Aligning IT to the Business – Manage through Service Views

Tivoli Business Systems Manager (TBSM)

• Visualize problem alerting by Business Service

• Real-time business impact management

• Link with Service Level Management tools

• Manage Trouble Tickets and links with Service Desk function

• Move from Reactive to Proactive

• Executive Service Dashboards




0.1

0.3

0.2

0.60.36.8

0.6

0.3 0.2 0.1

0.2

Understand and manage the customer experience

HostSystems

Host Databases

ApplicationServer

DistributedDatabases

Web ApplicationServers

Edge Server / Load Balancer

Web ServerCluster

Tivoli CAM for Response Time Tracking


• Synthetic and real transactions

• J2EE Transaction decomposition graphically

• Identify roundtrip response and points of degradation



Network Management

Enterprise Console


Enterprise Data

Warehouse

Service Level ManagementBusiness Systems Management

In

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Ava

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ilit

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S

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3rd P

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Pa

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Ap

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Executive Dashboards

Transaction Performance

Enterprise Portal

Discovery and CCMDB

Provisioning


3rd P

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Pa

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Ap

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ITSM

Pro

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Man

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ITSM Platform

Phase 3: IT Service Management – Process Automation

Rel

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Release Management Process Solution example

Plan ReleaseDesign

ReleaseBuild

Release

Test and Accept

ReleasePlan Rollout

Communicate, Prepare,

Train for Release

Distribute and Install Release

Release Management

Report

Release Management

Approved Change

CMDBCMDB

ProcessAutomation

Release Management Process: Best Practices Process for process auditing and task coordination

TaskAutomation • Create Software Package

• OS• Patches• Middleware• Applications

• Prepare for network, storage and other configuration changes

• Provision test systems with clean software stack

• Deploy new release to test systems

• Deploy Software Package• Execute pre-install

configuration changes• Install software• Reboot machines• Assign IP Address• Assign LUN


In-context launch of operational products

Configuration ManagerConfiguration Manager





• Change and Configuration Management built-in to CCMDB• Release Management• Availability Management• Storage Management

• Capacity Management• Workload Management• Service Level Management• Asset Management• Security Management• Service Continuity Management

Available this Month!

Futures




Focus on initiatives that deliver value today and contribute to the ‘Big Picture’

Top-Down Approach

Bottom-Up Approach

• Strategically driven as a major Service Improvement Programme• Broad front of attack• Culture changing with enterprise impact• Time-to-Value is slow

• Tactically driven but strategically aligned• Vertical Stack approach• Specific focus on 1 – 2 critical business services• Prototype then replicate to other business services• Time-to-Value is fast


ITSM Workshop

• Build knowledge of Infrastructure• Discovery and Inventory• Define critical business service• Assess tools utilization – fill gaps• Avoid ‘Rip & Replace’• Vertical Stack Approach• Provide Quick Wins• Stay aligned to the big picture

Focus on 1 business service



Approach

TransformationManagement

Implementation/Project Management

Service Management

Toolset

Process Management

Service Management

IBM Solution

SkillsTransfer

Service Delivery & SupportSecurity

Technical WorkshopsUser EducationOperator EducationManagement EducationTraining Modules

Product PortfolioIntegration Services

Planning & SchedulingProgress ReportingHuman Resource ManagementChange Management

Cultural ChangeStakeholder ManagementCommunicationsBenefits RealizationPeople Change

Process DefinitionsWorkflowsAutomation

ITSM SolutionITSM Solution

IBM as a strategic ITSM Partner




Consult Build Operate

Custom

Infrastructure Services Readiness for Service Management

ITSM Services Packages (IBM GTS)

Solu

tion

Appr

oach

IT Service Management Design

IBM Technology Implementation Services

ITIL Service Desk Management

IBM Accelerators for IT Service Management

IBM Systems and its Virtualization Engine platform, Tivoli Configuration Manager, Tivoli Provisioning Manager, IBM Tivoli Application Dependency Discovery Manager (TADDM)Selected

Technologies

EnablersIT Infrastructure Library, PRM-IT (Process Reference Model for IT)CBM for the Business of IT, Tivoli Unified Process Tool

ITIL/PRM-IT Consulting Services

Technology driven view

Process driven view

Tech

nolo

gy

Plat

form

ITSM Innovation Workshop




Managing a fast-growing and dynamic marketplace that serves more than 180 million users worldwide

IBM Tivoli: Monitoring, Enterprise Console, NetView,ITCAM for RTT, Configuration Manager,Service Level Advisor, Business Systems Manager, Data Warehouse,

IBM Global Services

on demand Business Benefits

Solution

Business Challenge

Achieving greater efficiency in new service roll-outs Reducing new service development, reducing application downtime

during rollouts Able to cost-effectively maintain high service levels with existing staff Helping customer satisfaction through reliable service delivery Achieving rapid time-to-value through best practices

”Because we’ve been able to automate management processes with IBM Tivoli software, we have been able to keep our availability high and manage more with the same staff….The IBM on demand automation roadmap will help us move to full-automation and gain new levels of resiliency, efficiency, responsiveness, and flexibility.”

—Mark Hydar

Manager, Enterprise Management Systems

eBay


From the start of this presentation eBay will have traded: $ 2 , 9 4 6 , 4 5 0




Tivoli Live 2006



Tivoli Live!

Sean Bergin

Tivoli Brand Leader, UKISA

Tivoli Live 2006


Tivoli Live ! AgendaTime Agenda Item Speaker

9:00 -9:30 Coffee

9:30–9:45 Welcome and Introductions Sean Bergin, UKISA Tivoli Brand ExecutiveAndrew Cunningham, UK Tivoli User Group

9:45–10:45 IT Service Management - Business trends & strategy Al Zollar, General Manager, Tivoli Software

10:45–11:15 Coffee

11:15-11:45 A customer’s view of real business issues Steve O’Donnell, Global Data Center Director BT

11:45-12:15 IT Service Mgmt - unifying automation, security & storage Norman Wilkinson, ITSM UKISA leader

12:15-13:15 Lunch & optional penalty shoot out ! – followed by break out sessions

13:15 -14:30 Data Centre Automation – Launches & business update Joergen Krog, Tivoli NE IOT Automation LeaderNick Drabble, Head of Automation Software, UKISA

Storage – Launches & business update Ian Hancock, Storage Business consultant, EMEA Steve Cliff, Head of Storage Software, UKISA

Security – launches & business update Casey Plunkett, WW sales, Security Stephen Swann, ACI Manager, NAG

zSeries update Mark Fallon, Tivoli NE IOT Automation Leader

14:30-14:45 Change over break / coffee

14.45-15:45 Process driven IT Service Management Norman Wilkinson, ITSM UKISA leaderStuart Holliday, EMEA Business Consultant

Storage Operations Management incl. TPC & TSMX demos Steve Strutt, Tivoli Storage Management consultant

Identity and Access Management incl TIMX demo Srdjan Ljubisavljevic, SW Technical sales specialist

zSeries end-to-end Enterprise technical update Stephen Ferguson, SW Technical sales specialist

15:45–16.00 Change over – back to Auditorium / coffee

16:00-16:15 Wrap up / Take of the day Sean Bergin, UKISA Tivoli Brand Executive

16:15-16:45 Pre-match discussions with guest speaker in Auditorium Harry Redknapp

16:45–17:00 Guest move to – IBM Hursley clubhouse

17:00-18:30 Football & BBQ

Tivoli Live 2006


Take Back Control with IT Service Management

Core issues faced by IT organisations today – Complexity of the IT infrastructure

– Pressure on improving quality of IT service

– Increasing IT operations spending

– Aligning IT with the Business

Tivoli IT Service Management – a comprehensive suite of solutions in 3 main categories:– Process Management

– ITSM Platform – CCMDB

– Operational Management

Tivoli approach– Modular, to enable you to adopt ITSM at your own pace

– Open platform, to leverage existing investments

– Based on ITIL based practices

– Continue to invest in development of products as well as key targeted acquisitions

Tivoli Live 2006


ITSM Workshop• 2 x ½ day sessions with an ITSM consultant• Part 1

• Facilitate focus on customer’s drivers, service challenges and help refine requirements

• Solution Scenarios - What-if’s – Engineer a Vision

• Part 2

• Focus on 1 – 2 critical business services for ‘Vertical Stack’ approach

• Profile current tooling, methods and processes with hi-level assessment of coverage and maturity

• Agree initiatives and hi-level, phased approach and roadmap with costed proposal

Contact Norman Wilkinson to sign-up today and this is non-chargeable

Documents

Tivoli Live 2006 © 2006 IBM Corporation 1 IBM IT Service Management