Published on 06-Nov-2009
"IBM is the only company in the market with the end-to-end products and solutions that can be leveraged for most customers. It was a no-brainer for us to partner with IBM, and that puts us ahead of the other companies we compete with—especially given the lead that IBM has in ITIL and SOA solutions." - — Director, Channels and Technical Sales, Leading Service Management Firm
Customer:
A Leading Service Management Firm
Industry:
Computer Services
Deployment country:
United States
Solution:
Managing Business Infrastructure, Service Management
Overview
A leading service management firm addresses challenges by deploying IBM Service Management solutions for helping assure application availability and service quality management.
Business need:
Customers need to be able to see into the status, availability and performance of their IT assets.
Solution:
Using the IBM Tivoli Netcool family of software products and other IBM Service Management products, a leading business service management solutions provider helps clients achieve optimal service delivery and increased efficiency.
Benefits:
96% reduction in time to oversee cross-correlation of events; 75% reduction in number of FTEs required; Lower TCO and fast ROI meeting customer’s original objectives; Increased levels of customer satisfaction
Case Study
A leading service management firm improves customer satisfaction and lowers TCO
Overview
Leading Service
Management Firm
United States
Industry
- Consulting, Systems Integration, Managed Services
Product
- IBM Service Management Solution
- IBM® Tivoli® Netcool® family of software products
For more information
www.ibm.com/tivoli
“Our relationship with IBM has been extremely beneficial to us, and has resulted in our ability to deliver consistent benefits and value to our customers.”
— Director, Channels and Technical Sales, Leading Service Management Firm
“IBM is the only company in the market with the end-to-end products and solutions that can be leveraged for most customers. It was a no-brainer for us to partner with IBM, and that puts us ahead of the other companies we compete with—especially given the lead that IBM has in ITIL and SOA solutions.”
— Director, Channels and Technical Sales, Leading Service Management Firm
Challenge
To succeed, companies need to be able to see into the status, availability and performance of their IT assets. Many companies have already deployed multiple point solutions to accomplish this, leading to silos which do not talk to each other. These solutions need central management and monitoring from a single pane of glass, along with automated cross-correlation of asset events, optimizing efficiency and reducing the need for human intervention.
Solution
A leading service management firm addresses these challenges by deploying IBM Service Management solutions for helping assure application availability and service quality management. Since 1999, this IBM AAA Certified Premier Business Partner has been serving the service provider, financial, government and enterprise verticals. Major solution areas include:
Management and monitoring—The company leverages IBM® Tivoli® Netcool® solutions to help clients get a single view of the overall performance of their IT assets. Benefits include lower TCO and fast ROI; increased customer satisfaction and easier administration.
Automation and cross-correlation—Once organizations have achieved end-to-end visibility, the solution provider helps them use Tivoli Business Automation software to automate processes that were typically conducted manually, such as the cross-correlation of IT asset events to reduce false positives and solve problems faster. The solution provider also deploys its own Web Admin tool to give customers visibility into their Netcool environments. In one case, tasks that took four full-time employees 15 or 20 minutes to complete can now be done by one employee in 2 or 3 minutes.
Quality of Service (QoS) monitoring—A large cable company in North America with millions of customers wanted a scalable monitoring solution to help ensure its QoS to several million customers. The service provider deployed IBM Tivoli Netcool/Proviso®, a performance management solution that provides automated, end-to-end reporting functionality. The company now sees a tangible increase in its customer satisfaction levels and plans to expand the solution to additional markets.
Benefits
- 96% reduction in time to oversee cross-correlation of events; 75% reduction in number of FTEs required
- Lower TCO and fast ROI meeting customer’s original objectives
- Increased levels of customer satisfaction
Products and services used
IBM products and services that were used in this case study.
Software:
Netcool/Proviso
Legal Information
© Copyright IBM Corporation 2009 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America November 2009 All Rights Reserved IBM, the IBM logo, ibm.com, Netcool, Proviso 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.