IBM Service Management

IT organizations are increasingly strained by their inability to predict the delivery of critical projects and services against defined objectives, and lack the vital real-time and predictive intelligence needed to take corrective action when issues arise. The need for this information is clear: the cost of a missed software delivery deadline or downtime to business services, such as an e-commerce site that crashes at a peak time, can be catastrophic in terms of reputation, competitive advantage, customer churn and profit loss.

Gaining end-to-end visibility and intelligence across critical projects and services is key to improving service predictability. IT organizations need a way to predict with greater certainty:

• When key software enhancements will be delivered
• What actions are required to help ensure on-time delivery
• What business value they will bring
• Which services are approaching failure or a service level breach
• What proactive measures can be taken to avoid disruptions to services
• What the associated business cost or impact will be

IBM deliver strong capabilities that help organizations gain the insight they need into the health of their IT organizations, these include:

• Gain insight and visibility across the project portfolio to better align IT investments with business objectives with Rational Portfolio Manager
• ClearQuest and Rational Portfolio Manager
• Clear visualization of the health of critical business services and associated service level agreements (SLAs) with Tivoli Business Service Manager, Tivoli Service Level Advisor and Tivoli Netcool

IBM Global Technology Services: IT Management Consulting Services and IT Lifecycle Management Consulting Services helps clients assess, plan, design and implement industry-accepted service management best practices. IBM Software Services for Rational and For Tivoli can help with projects from short term assistance to large-scale, customized consulting projects.