IBM Service Management

Today's CIOs and IT managers are caught in a perfect storm of interwoven challenges:

• Increasing costs to maintain existing levels of service, with a fraction of IT funding going to new application development
• Constant change to the infrastructure, fueled by rapidly changing business requirements, with little insight into the impact of those IT changes
• Increasing complexity of the infrastructure, making it tougher to enhance, manage and align IT services with business goals
• Tougher compliance regulations, which demand much improved audit, access and reporting capabilities

IBM Service Management helps organizations confront these challenges, take back control of their infrastructures, and deliver more efficient and effective IT services that are tightly aligned with business priorities.

The IBM Service Management Approach

We offer the most comprehensive portfolio of products, services and new solutions to help you automate and integrate IT processes … such as change management and availability management … that are key to providing optimal IT services.

For CIOs and IT managers, IBM Service Management solutions:

• 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 (layers 1-7) efficiently and cost-effectively.
• Enable proactive management, consolidation and reconciliation across your existing management investment
• Integrate and automate IT processes across organizational silos, featuring reusable process models that include workflows for key IT processes and implement IT best practices such as ITIL and eTOM
• Take advantage of open standards and SOA technology, so you can leverage your existing IT investments, rather than rip and replace them
• Leverage self-managing and self-healing technologies, to help ensure the availability and performance of critical business and composite applications
• Employ a proven methodology to align IT services with business goals; measure performance against SLAs; and assess adherence to compliance regulations

IBM Service Management is constructed on a modular approach that lets you adopt it at the pace that’s right for your business. To help you along the way, we offer a wealth of practical experience, deep technical skills and proven consulting services built on thousands of successful customer engagements around the world, along with a thriving ecosystem of business partners that provide extensive support.

Key Solutions

• IBM Tivoli Change and Configuration Management Database integrates IT data, process workflows and policies
• IBM Tivoli Process Managers ensure consistent execution of key IT processes
• IBM Tivoli Express offerings implement simple, fast, secure IT management for growing businesses
• IBM offers the industry's most comprehensive event and fault management solution:
• Tivoli Enterprise Console
• Netcool Omnibus
• 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
• IBM Tivoli's Open Process Automation Library speeds time to value with hundreds of predefined, technically validated product extensions available online
• IBM offers comprehensive solutions for managing and securing SOA environments:
• Tivoli Federated Identity Manager
• Tivoli Access Manager for e-business:
• IBM Tivoli Composite Application Manager for SOA

Customer stories