Pulse 2011 Demos:
A Visual Tour of Service Management

Industry-specific solution demos show you how to render better service

Service Management in Action.

Seeing is believing. And at Pulse 2011—the Premier Service Management Event —the expected 6,000 attendees will be doing quite a bit of both.

This comes as a consequence of the rich array of industry solution demos Pulse will offer. No event in 2011 will offer the incredible array of practical, watch-and-learn information Pulse will, and Pulse demos serve as a great example of that.

Attendees can simply pick and choose those demos that are most directly pertinent to the needs of their organizations, infrastructures, and business challenges. In every case, they'll discover how solutions drawn from IBM's Integrated Service Management platform can help them achieve the visibility, control, and automation they need to align the services they provide as closely as possible with the services their users and customers require.

One major point of distinction of Pulse demos will be the way they're organized to reflect industry-specific context. Service management means different things in different industries; rendering better service management in any given industry therefore means weighing and balancing different complexities—as well as the leading solutions and strategies best suited to address them.

Fortunately, Pulse 2011—to be held at the MGM Grand Hotel from February 27 to March 2 in Las Vegas—will offer demos in groups, designed to explore the most pressing needs service management professionals face in six different industries, ranging from energy to banking to telecommunications.

And in every case, there will be a paper roadmap of demos, one for each industry, offered to attendees on the show floor. This will help them pick the particular demos from each industry cluster that most closely match their interests and goals.

Smarter Buildings

For building managers, at an abstract level, basic service management challenges resemble those of IT managers.

In both cases there are usually separate domains, historically managed by different groups and different solutions. And in both cases, it's become increasingly apparent that better results will come from linking the information, solutions, and teams across those domains in new ways designed to create new value.

Services represent the logical expression of those links; the idea is to improve service, from end to end, regardless of which domains it may span.

There, however, the parallel stops. In buildings, for instance, that integration will often involve connecting physical infrastructures and digital infrastructures in new ways—no simple task, given that physical facilities, such as heating or cooling assets, were often not originally designed for digital management at all.

"Service management means different things in different industries. Pulse 2011 will offer demos in groups, designed to explore the most pressing needs service management professionals face in six different industries, ranging from energy to banking to telecommunications. Attendees can simply pick and choose those demos that are most directly pertinent to the needs of their organizations, infrastructures, and business challenges."

This cluster of demos will explore how IBM can help clients achieve real-time visibility in areas pertinent to building management such as energy, facilities, and space management. Once raw data has been collected and analyzed, it can then be leveraged to create a strategy of optimization across the enterprise through which costs can be reduced or controlled, yet services can continue to hit crucial target levels based on business priorities.

Intelligent Site Operations

It is important to integrate instrument management of your mobile network passive infrastructure (HVAC, power, backup power, batteries, masts, antennae) with active network management. This can help improve your operations and services, reduce operating and energy costs, increase revenue streams and help you better manage your energy footprint. IBM software, sensors and services can help you efficiently manage services and assets, automate processes, and predict and respond to problems.

Consider, for instance, how assets not only vary from site to site, but in many cases, migrate physically across sites at different times. Tracking their status, performing routine maintenance or upgrades, and isolating the root cause of underperforming services all become significantly more complicated tasks as a result.

In Intelligent Site Operations demo cluster, attendees will learn how IBM can help by offering life cycle and maintenance control of all assets at a cell site. IBM’s enterprise planning software can establish a single environment to chart your business, and our data integration capabilities can provide cost-saving efficiencies such as maintaining appropriate stock levels or reducing truck rolls by sending out only needed technicians and assets. With advanced analytics to convert data into actionable business insights, we can help you improve operations and energy use in near-real time; optimize operations that put towers, assets and people where you need them most; plan better, from budgeting to preventive maintenance, and support security and regulatory compliance with reliable data.

Communications Service Providers

In the intensely-competitive business arena of telecommunications, there's an ongoing struggle to deliver not just faster and more available services, but entirely new services—services capable of creating a direct competitive advantage, and increasing market share as a result.

One problem communications service providers (CSPs) face as they pursue this goal, however, is the fact that their infrastructures can't always rise to the challenge. Sometimes this is simply because services can't get the resources they need to address workload demands. And in cases where the infrastructure isn't fully virtualized, or doesn't leverage automation at a deep level, the process of revising existing services, or creating and rolling out new services, will be delayed as a result.

Cloud computing—the heart of this demo cluster—represents a potentially dramatic solution to that problem. Via a cloud, virtualization and automation are both implemented so deeply and comprehensively that resource allocation, as a common problem in service performance, is far less likely to be an issue. And new service creation and rollout is more rapid, thanks to the fact that the operations team no longer has to perform routine tasks such as server provisioning.

In short, clouds represent a great way for CSPs both to optimize existing services and deliver new services—in some cases, reselling them as "white-labeled" to other business partners for extra business value.

Smarter Energy and Utilities

Organizations in the energy and utilities industry face unique challenges—and require a unique approach to service management to get best results.

For instance, consider the case of power grids; these are fundamental to the way society works at a grand scale that's unmatched by almost any other asset. Today, as power grids become smarter by joining the IP infrastructure, they can be managed digitally for better business value. They also, however, become easier targets from a security standpoint, and the consequences in the event of a security breach could be disastrous indeed. Security, therefore, acquires a particular distinction in the case of service management in this context.

In this demo cluster, that topic and many others will be explored, including:

Integrated Service Management for Banking/Insurance

As we're all aware, the world of finance has undergone significant changes in the last few years—and service management in banking and insurance must change in parallel to address new developments and challenges.

New government regulations, designed to reduce the risk and volatility associated with this industry, require compliance, and organizations must not only achieve it, but also demonstrate they've done so in the event of an audit—quickly and comprehensively. As the industry consolidates and organizations merge or are acquired, they must also find new ways to integrate their once-disparate infrastructures to unify their services and operations in a holistic sense. Payment system management is also a sticky subject in many cases.

Spotlighted in this demo cluster will be the specific ways banking and insurance organizations can proactively recognize and mitigate many forms of business risk through new solutions and more comprehensive IT governance, while also rendering better service to customers by understanding the service experience from the customer's standpoint.

Smarter Healthcare

Healthcare is another industry in the process of ongoing evolution. Traditional methods of patient care find themselves replaced, or augmented, by new services and classes of solutions, yet in some cases this situation can also lead to new challenges or complexities.

For example, health record management is often facilitated through a digital implementation, rather than a paper implementation; in this way, doctors can obtain the information they need to render better patient care more quickly and more comprehensively, regardless of where patient records may be stored. At the same time, though, the sensitivity of this type of customer data, as reflected in industry regulations such as HIPAA, requires healthcare organizations to carefully consider just how they're going to monitor, manage, archive, and transmit such data, at every stage in its lifecycle.

Such complexities will be addressed by the Smarter Healthcare demo cluster, which will also explore how:

Additional industry-specific demos will be available on the show floor

In addition to these clusters of industry demos, show attendees will also have access to industry-centric demos taking place elsewhere in the event.

Besides those provided by IBM Tivoli and IBM Business Partners, IBM will offer:

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Pulse 2011

Pulse 2011

Join us Feb 27-Mar 2 for the Premier Service Management Event in Las Vegas