IBM Service Management for Industry Solutions

  • David Bartlett Vice President, Tivoli Industry Solutions.

    By David Bartlett
    Vice President, Tivoli Industry Solutions
    IBM Corporation

It is truly astounding! The rate of global economic and technological change in the last few years is unprecedented. The rapidly accelerating pervasive instrumentation and interconnection of the world’s infrastructure, both digital and physical, and the emergence of entirely new ways for businesses to organize, operate and differentiate, is transforming the competitive landscape. Environmental considerations, and regulatory compliance mandates are also reshaping how the world does business. Survival of today’s industries will depend on whether companies have the right business models that embrace the change and transformation that is now inevitable.

Fueled by technological advances, Tivoli industry solutions are enabling the change required for new workforce dynamics. IBM has evolved the Tivoli portfolio to provide exactly what is needed for the transformational needs of global industries. Leveraging the breadth and depth of IBM’s products and services, Tivoli is uniquely positioned to deliver IBM Service Management for Industry Solutions.

Not your mother’s Tivoli

Wait a second! Isn’t Tivoli system management software? Isn’t it software for IT management? Yes, it is true that Tivoli has been providing world class IT products and services for many years. However, Tivoli has been rapidly evolving through acquisition, research investment, and feature expansion to breathe move value into the world of system management. We have put a whole lot of labor and love into this and the result is IBM Service Management!

Have you looked at the software in your refrigerator lately?

CIO’s top priorities now include strategically leading their companies in how to better manage delivery of key products and services. Managing across the business means not just managing traditional IT assets, but managing things like: transport infrastructure, power generation, water, chemicals, real estate, electronics, etc. Technological advances have opened the door for a new order of intelligent infrastructure.

Some of these advances include pervasive computing, cloud computing, RFID, embedded software and IP addressable assets that range from pumps, generators and service fleets, to intelligent utility grids. The advancement of open standards and Systems Oriented Architecture (SOA) are enabling more seamless integration of processes across product life cycles and business units.

Have you seen the commercial where the serviceman shows up at the house and owner says, ‘I did not call for service’ and the serviceman replies, ‘No, you didn’t…your refrigerator did.’

Do you have Prince Albert in a can?

Do you remember when mischievous kids made prank telephone calls that included a play on the Prince Albert pipe tobacco brand? The prankster typically called the store and asked if they had Prince Albert in a can. When the unsuspecting clerk responded "yes", the caller would shout, "Well you better let him out! “

That prankster has ominously evolved to what we now call a hacker. Hackers have already proved their ability at a very early age to disrupt global infrastructure. Yes, we have made great technological strides, but that technology has also exposed the soft underbelly of applications to every kid that has access to the internet. Infrastructure vulnerability to human error has increased as well becoming the number one source of downtime.

In today’s world, pranks and human error have certainly taken on a whole new meaning. Fortunately, IBM’s Service Management for industry solutions leverages the most complete set of discovery, monitoring, compliance, and security technologies and services that are available on the planet.

Managing the World's Infrastructure

You will find SOA at the heart of business transformation whether the focus is compliance, competitive response, cost containment, globalization, etc., or all of these. SOA enables you to leverage existing systems and provides greater flexibility to compose new business services and bring them to market quickly. It is all about enabling heterogeneous, componentized, and distributed applications to work together seamlessly. However, this presents a number of classic service management challenges such as auditing and logging, security, quality of service guarantees, service-level agreements, service life cycle, and governance.

IBM’s Industry Frameworks are software-based platforms based on business specific usage patterns including industry-specific extensions, business and technology standards and an ecosystem of independent partner assets, based on SOA. IBM Industry Solutions deliver greater client value through an integrated solutions approach. These solutions include industry-focused technology, assets, frameworks, applications, tools, and methodologies, guided by industry and subject matter expertise, and a global delivery model.

Industry examples and solutions include Banking (Payments Framework), Communications Service Providers (Customer Care), Energy & Utilities (Intelligent Utilities Network), and Retail.

IBM Service Management for Industry Solutions is all about ‘Management by Design.’ Designed for SOA and Industry frameworks, we are proactively providing the solution architecture required to support predictable repeatability and scalability of business services that are critical to sustaining competitive advantage.

IBM Service Management for Industry Solutions is a holistic approach to management that supports your investment in enterprise and IT assets, ensuring their availability, performance, and security. It is management that ensures delivery of whatever is of key importance to your company… an intelligent starting point for managing the infrastructure of tomorrow’s world.

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