IBM Service Management

IBM Service Management is built on the Tivoli Service Management Platform  and wrapped with best practices, methodologies and services, to help you deliver services to your customers effectively and efficiently.

The Tivoli service management platform provides the broadest, deepest and most integrated set of capabilities in the industry for everything from how to manage your key processes to making sure only the right people are inside of your systems and accessing the right information.

As we’ve worked with thousands of customers providing solutions across the service management platform, we’ve found that customer needs fall into some very common categories. To make it easier to navigate our rich set of capabilities, we’ve organized our portfolio around those common categories which we call value segments.

The seven value segments include:

• Service Delivery and Process Automation--Create effective, high quality management processes for service delivery and support, and reduce cost via automation and data integration.
• Service Availability and Performance Management--Monitor, manage, correlate, visualize and control critical service support and service delivery processes to ensure applications and services meet service level agreements and business targets.
• Storage Management--Optimize storage infrastructure for business continuity and compliance, and address the challenges of transforming from resource-centric to information-centric data and business-records management necessary for today’s business and regulatory environment.
• Security, Risk and Compliance--Address enterprise security and compliance initiatives through a proven security architecture and a comprehensive set of identity, data, application and infrastructure security management solutions.
• Datacenter Transformation--Manage your SOA-based applications, the complexity of virtualization, and energy management
• Asset and Financial Management--Maximize asset utilization, lower your total cost of operations, reduce cost, mitigate risk, and exploit asset convergence
• Network and Service Assurance--Optimize fault/event and performance management for Service Quality and Service Level Management across both operational and business contexts for communications service providers.

IBM Tivoli has industry leading capabilities in all of these are value segments. And, to make it easier to get started or move to the next stage of your service management strategy and implementation, we’ve identified five entry points along with associated starter projects that include products from across the value segments to help you address specific issues such as: infrastructure and discovery mapping, SOA applications performance, vulnerability and threat management, virtualization management, and business service management to name just a few.

Five Entry Points and Starter Projects to help you get started
Find out how the IBM Service Management Entry Points and Starter Projects can help you identify and address your most critical needs and minimize time to value. Brief descriptions of the five entry points--Discover, Monitor, Protect, Industrialize, and Integrate—along with a list of associated Starter Projects are included below:

• Discover. Find out what’s in your infrastructure. Discover what resources are deployed, how those resources are used and by whom, and how those resources impact successful business service delivery. Starter projects include: Infrastructure Discovery & Mapping; Assessing Security Controls Effectiveness; and Business Resilience Planning.
• Discover. Find out what’s in your infrastructure. Discover what resources are deployed, how those resources are used and by whom, and how those resources impact successful business service delivery. Starter projects include: Infrastructure Discovery & Mapping; Assessing Security Controls Effectiveness; and Business Resilience Planning.
• Protect. Ensure that your infrastructure is secure and resilient against threats and disasters. Build and implement effective disaster recovery plans, and backup and retain data and business information according to policy and compliance requirements. Starter projects include: Vulnerability & Threat Management; Data Backup, Restore & Retention; and Business Continuity and Disaster Recovery.
• Industrialize. Streamline workflows and processes for repeatable, scalable and consistent results; reduce costs and improve responsiveness by creating automated, repeatable and scalable task management; create efficient energy management; manage the complexity of virtualization; and simplify end-user management with single sign-on, usage accounting and automated asset management. Starter projects include: Virtualization Management; Energy Management for Green Savings; Single Sign On; IT Asset Management; and Usage Accounting.
• Integrate. Align and integrate operations and business for optimal impact. Manage and report on all IT services from a business perspective; implement a service desk with an integrated change and configuration management database; establish a controlled process for service deployment and lifecycle management; and define a business-led governance and management model for service planning. Starter projects include: Business Service Management; Service Desk; Service Deployment & Lifecycle Management; and Integrated Service Management Planning.

IBM--A history of leadership, vision and innovation

IBM has a long history of listening and evolving to help you effectively respond to your changing business needs, from ‘Making Client/Server Work’ to ‘Intelligent Management Software for the On-demand World’ to ‘Driving Innovation through Visibility, Control, and Automation.’

Now, for the first time in history, almost anything can be made to be digitally aware and interconnected. As our world becomes smaller, flatter and smarter we will be faced with many new challenges and opportunities including;

• Reducing energy costs
• Becoming integrated in the new Global Economy,
• Creating new Dynamic Enterprises, and
• Using New Intelligence to anticipate business change with real-time analysis and insight.

IBM will continue to listen, lead and evolve so together; we can transform our systems, operations and enterprises to take advantage of the new of the new technologies of the future.

Let IBM help you address your challenges today while together we prepare for the service management challenges and opportunities of the future.

• IBM Tivoli Application Dependency Discovery Manager

  Provides complete, detailed application maps of business applications and supporting infrastructure, including cross-tier dependencies, run-time configuration values and complete change history.

• IBM Tivoli Change and Configuration Management Database

  Provides an enterprise-ready platform for storing deep, standardized data on configurations and change histories to help integrate people, processes, information and technology.

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