Service management solutionsTo support your business objectives
IBM Service Management — a better way to manage.
Today, companies focus on providing innovative services. To
deliver these services, IT and operations departments must
strive to guarantee compliance, security and continuous
uptime — which all play a part in helping to ensure these
business services are effectively performed to support the
organization’s business goals. Yet it is common for companies
with organizational silos and traditional implementations to
become entrenched in managing things like IT infrastructure
technologies, single product revenues and expenses, individual
processes and organizational efficiencies — instead of
managing integrated solutions and services delivered by the
sum of all these components. When this happens, there can be
penalties for noncompliance and service level violations.
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manage your business. Because IBM
understands that IT and operations are
very much a part of your business, we
offer powerful tools to help you align
the four primary components of your
business:
• People
• Processes
• Information
• Technology
IBM Service Management lets you pull
these critical components together with
an array of tightly integrated solutions
that can be viewed as three intercon-
nected layers:
• IBM Process Management
• IBM Service Management platform
• IBM Operational Management
Enter IBM Service Management, a
revolutionary way to align your organi-
zation — and all its related functions —
with your business. IBM Service
Management encompasses the
management processes, tactics and
best practices needed to deliver
business services. IBM Service
Management is about developing,
deploying and managing services.
Helping to reduce IT and operations
costs by automating processes. And
helping to more effectively manage
compliance. It’s about increasing flexi-
bility and getting products, solutions
and services to market more quickly. It’s
about helping to respond to changes
more efficiently and effectively than
ever before.
IBM Service Management is designed
with one thing in mind: to help you
These solutions are based on IBM
and industry best practices, such as
the IT Infrastructure Library® (ITIL®),
Control Objectives for Information
and related Technology (COBIT) and
enhanced Telecom Operations Map
(eTOM), helping users to ensure IT and
operational processes are consistently
designed, automated and executed,
and are auditable for compliance
adherence.
IBM Service Management helps you
anticipate and plan for change by
providing timely access to critical
information. IBM Service Management
can help you react more quickly to
shifts in the marketplace and customer
demand, and help you stay miles
ahead of the competition.
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IBM Process Management productsIBM Process Management products
work with your operational manage-
ment products to automate repeatable
processes, reduce manual tasks and
free staff to focus on business-critical
priorities. Process managers fully inte-
grate with IBM Tivoli® Change and
Configuration Management Database
(CCMDB).
• IBM Tivoli Availability Process
Manager automates tasks related to
managing incidents and problems
across the organization.
• IBM Tivoli Release Process
Manager automates process steps
and tasks related to managing
software and related hardware
deployments.
• IBM Tivoli Storage Process
Manager automates tasks related
to storage provisioning to optimize
storage space and protect data
integrity.
• IBM Tivoli Change Process Manager
(included in Tivoli CCMDB) auto-
mates tasks to apply changes to
your IT infrastructure.
• IBM Tivoli Configuration Process
Manager (included in Tivoli
CCMDB) automatically manages
the configuration of your IT
infrastructure.
IBM Service Management
IBM Operational Management productsIBM Operational Management products
help users to ensure the availability,
reliability and performance of business-
critical software and hardware, aid
in optimizing storage requirements
and help meet ongoing needs for
data security.
• Business Application Management
helps maintain availability and
optimal performance of business-
critical software applications
spanning multiple servers, operat-
ing systems and databases.
• Server, Network and Device
Management helps users to opti-
mize availability and performance
of underlying IT architecture,
including networks, operating
systems, databases and servers.
• Storage Management helps users
to optimize storage space, protect
data integrity and comply with data
retention regulations and policies.
• Security Management automates
identity management and security
event management.
IBM Service Management platformOne of the key elements of the
integration platform in IBM Service
Management is Tivoli CCMDB, which
collects, stores and shares dynamic
information required for automation.
It establishes processes for managing
both configuration and change and
works with IBM Process Management
products and IBM Operational
Management products to help users
ensure that the organization is using
current, consistent information by
providing:
• Traceable, auditable changes.
• Automated application discovery.
• Detail on the interactions between
systems.
• An open platform for data and
process integration.
Accelerate IBM Service Management implementationIBM Service Management solutions
are based on our deep experience in
process management and proven best
practices, such as ITIL, COBIT and
eTOM.
To get you started quickly, IBM offers
a broad range of consulting, training
and support services to accelerate
deployment and facilitate success at all
implementation stages — coupled with
a broad range of experience in imple-
menting service management through
thousands of customer engagements
around the globe.
Best Practices & Services
IBM Service Management
ProcessManagement
Service Management Platform
Operational Management
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Deliver game-changing servicesMany organizations are challenged to
proactively manage the lifecycle of appli-
cations, from concept through delivery
and production. These challenges are
compounded with development and
operations teams that each use different
management tools and are spread
across organizational silos.
IBM Service Management can provide
an end-to-end solution for developing,
deploying and managing business
services, bridging organizational silos
between development and operations,
and helping your organization reliably
deliver game-changing services.
Helping users ensure compliance and security policies are metBusinesses need to ensure that
compliance policies are met without
sacrificing their ability to provide
secure, timely access to information.
Yet it can be difficult to:
• Verify compliance with internal and
external policies and regulations.
• Enforce security policies and
manage security vulnerabilities
across extended and virtual
organizations.
• Monitor geographically dispersed
teams.
IBM Service Management couples
security and audit trail capabilities with
support for geographically dispersed
teams to help users ensure compliance
to identity and access control policies.
Compliance can also be improved
through capabilities like eliminating user
account and password replication. With
today’s heterogeneous applications and
platforms, it’s nice to know that a single
vendor can provide the automated iden-
tity management and security event
management designed to help you meet
your business needs.
Leverage the benefits of IBM Service Management
“WiththeIBMServiceManagementstrategy,Tivoliisnowreallyfocusedonthebigpicture—notonlydeliveringtools,butanintegratedcombinationoftools,sharingtheirdatathroughacentraldatabaseandsupportingITILprocesses.”
Andreas Golombek,IT Production, Commerzbank AG
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Prioritize availability and performance of the most critical servicesOperations must anticipate service level
agreement violations and proactively
initiate corrective actions, based on
the business impact of the affected
service. Without good insight into the
relationship between critical services
and their supporting infrastructure
resources, there is no way to efficiently
prioritize. Attending to business-critical
functions first helps you make sure that
your most important services receive
the highest priority.
One aspect of prioritizing availability
and performance is sorting through the
numerous alerts received every day:
• A server response has slowed by
10 percent.
• A database file has corrupted.
• A customer-facing service has
unexpectedly crashed.
• The storage subsystem is at
80 percent of capacity.
With IBM Service Management, your
organization can determine which alerts
are associated with critical services
and prioritize these alerts based on
service importance. This minimizes time
to resolution to help increase availability
of critical services.
Another aspect of availability and
performance is managing composite
applications, which introduce complexity
and problems that traditional manage-
ment tools are unable to manage or
resolve. The speed and accuracy of
root cause analysis and defect repair
depends on rapid access to detailed
information about the underlying soft-
ware, hardware and network, using
discovery capabilities to obtain a
complete picture of your supporting
infrastructure.
IBM Service Management can help by
automatically sensing application
performance so you can meet service
levels for business-critical applications.
This solution equips development and
operations teams with shared tools for
planning, testing, measuring and
repairing performance issues. IBM
Service Management can sense,
isolate, prioritize, diagnose and resolve
performance issues in context of the
importance of the service being
provided.
Improve resource utilization by employing fast, reliable tools for software deploymentConsider, for instance, a financial
services organization whose principal
source of revenue is an external Web
site customers use to purchase prod-
ucts and services. Unless the financial
services organization can quickly deliver
a new service, its major competitor may
be poised to capture important business
opportunities.
Tivoli Release Process Manager provides
a single solution designed to help you
consistently track releases from planning
to production:
• Assessing release impact on the
performance of business systems.
• Creating and assigning release
activities.
• Prioritizing release schedules across
the infrastructure.
• Monitoring real-time status of release
progress.
• Rolling out the release.
• Providing detailed reports indicating
that the release was successful.
Automating release management helps
provide faster time to market and can
help you achieve enhanced productivity
levels, since releases are prioritized based
on their impact to the business and infra-
structure components can be provisioned
dynamically. IBM Service Management
supports deploying complex software
and hardware changes from bare metal to
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IBM Service Management supports internal and regulatory compliance
Tivoli CCMDB helps you track changes made within your systems, produce reports and create an audit trail, which can help your efforts to monitor your company’s performance against internal policies and external regulations such as Sarbanes-Oxley and other international financial reporting standards.
complete applications for servers and
desktops in distributed, data center,
test or production environments.
Anticipate business impact of changesIBM Process Management and IBM
Operational Management products
work together to give organizations
insight to better manage storage
changes and know the impact of those
changes before they occur — to protect
against data corruption due to appli-
cation failures and outages. And if a
problem occurs, storage management
tools can quickly assess the situa-
tion and automatically trigger actions
to repair that problem as quickly as
possible — helping to avoid costly
downtime.
For example, a storage administrator
making changes to your storage infra-
structure with Tivoli Storage Process
Manager can view how those changes
will affect other systems and the data
within those systems. Knowing how
systems are configured is crucial in
avoiding service disruptions.
With a clear picture of changes that
have been made in your overall infra-
structure, the information provided can
help you resolve disruptions quickly
and ultimately avoid future disruptions.
IBM Service Management products
can automatically respond to unpre-
dicted events and even trigger actions
to repair problems, helping minimize
administrative time and costs.
A better way to manage your businessLet IBM help you manage your busi-
ness. From optimizing your existing
resources and conserving IT costs
to creating new revenue drivers that
help grow your business, IBM Service
Management offers the tools to help
you achieve your goals to stay ahead
of the competition.
For more informationTo learn more about how IBM can help
your organization reap the benefits of
IBM Service Management, contact your
IBM representative or IBM Business
Partner, or visit ibm.com/itsm
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IBM Corporation Software Group Route 100 Somers, NY 10�89 U.S.A.
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