Business Service Management: Manage and report on all IT services from a business perspective
This project will be of interest to those with the following pain points and needs
- Limited visibility into the health of critical business services and the customer experience.
- High mean time to repair (MTTR) and no way to prioritize response according to business impact.
- No way to track business and operational key performance indicator (KPI) or delivery against service level agreement (SLA) commitments
- Escalating labor costs associated with maintaining service uptime and quality
Key Components of the Project Solution
- Identify critical business services and assess service health, quality and intelligence (KPI) requirements.
- Map existing tools, roles and processes and determine the scope of implementation services required
- Design optimal solution given specifics of the analysis, build and test prior to Business Service Management solution deployment
- Integrate with existing tools and processes
- Educate and train appropriate personnel on new solution and associated processes
Project Benefits
- Delivers real-time dashboards for effective decision making across operational and business audiences
- Streamlines incident and problem mgmt via integrated access to actionable intelligence (discovery, configuration management database, assets, inventory, service desks, etc) and dramatic reductions in noise and symptom-related trouble tickets.
- Reduces MTTR through automated cross-domain root cause analysis and impact analysis for prioritized response.
- Helps improve delivery against SLA commitments via advanced SLA tracking and prioritized response based on actual business impact
Project elements
- Products:
- Tivoli Services:
- Tivoli QuickStart Services for Tivoli Business Service Manager
- Tivoli QuickStart Services for Tivoli Netcool/OMNIbus
