IBM Service Management

These days, business moves at warp speed, and business Executives must deal with challenges that are coming fast and furious.

• Rising IT labor costs, which impact both growth and productivity. Studies show that about 70% of IT budgets are spent on labor to maintain existing levels of service, leaving only 30% to develop new applications
• Tougher government and industry regulations, such as HIPPA and Sarbanes Oxley, which can levy stiff penalties for non-compliance
• Constantly changing business demands, which require rapid response from IT organizations and tighter alignment between business goals and IT services than ever before
• Lack of visibility into the performance of key business applications, and inability to measure and track the customer experience and transactional performance

The IBM Service Management Approach

IBM Service Management offers a comprehensive portfolio of solutions and services to help business Executives take back control of IT so that they can control costs, comply with external and internal regulations, and align IT processes and with business goals for improved performance and results.

For business Executives, IBM Service Management solutions:

• Automate and integrate IT management processes for rapid responsiveness, greater flexibility, and improved performance against service level agreements
• Offer comprehensive, best-of-breed support for discovery, monitoring and management, for a single integrated architecture to manage across data centers and network operations centers efficiently and cost-effectively.
• Improve cost management through better charge-back capabilities to lines of business
• Provide enhanced oversight and accountability for improved compliance to internal and external regulations
• Integrate process and performance data, workflow and policy across the IT department and IT processes
• Provide top-down, real-time business dashboards that deliver visibility into business services and transactions to ensure services are effectively managed
• Offer a proven methodology based on best practices that helps ensure IT goals and services are derived directly from business objectives and requirements

IBM offers a modular approach to Service Management that lets you adopt it at the pace that's right for your business. Plus, we offer deep business consulting services and technical expertise built on thousands of successful customer engagements around the world.

Key Products and Services

• IBM Tivoli Netcool®/Realtime Active Dashboards™ define the complex relationships between services and technology, identify the impact of problems on service health and SLA compliance, and track key performance indicators
• Component Business Modeling Offering provides significant new insights into the strategy, technology, operations and investment alignment of the organization
• IBM Tivoli Change and Configuration Management Database integrates IT data, process workflows and policies
• IBM Tivoli Process Managers automate and integrate IT management processes for rapid responsiveness and greater flexibility.
• IBM Tivoli Express offerings implement simple, fast, secure IT management for growing businesses
• IBM Tivoli Unified Process (ITUP) tool and ITUP Composer provide detailed documentation of IT Service Management processes based on industry best practices, enabling users to significantly improve their organization's efficiency and effectiveness
• ITUP tool
• ITUP Composer
• Rational ClearQuest provides improved governance of business-aligned application delivery by integrating software development capabilities and consolidating development/operational data
• IT Service Management Design Offering shows strengths and weaknesses in your IT environment and advises on how to address them:

Customer stories