IBM Service Management · PDF file · 2008-05-18Best practice Service Management history Time 1980 1990 2000 2010 ITIL v1 ... Change Management Service Execution Compliance Management

© 2008 IBM Corporation

IBM Service ManagementIBM Service Management

Henrik ToftSolution Manager – IBM Service Management

May 15, 2008

IBM Service Management PlatformIBM Service Management Platform

2 © Copyright IBM Corporation 2008

IBM Tivoli Software

Best practice Service Management history

Time

2010200019901980

ITIL v1 (late 80s)

GITIL (mid 80s)

ITIL v2(2001)

ITIL v3(2007)

BS15000 (2000)

ISO20000 (2005)

BS15000 (2002)

Cobit 1 (1996)

Cobit 2 (1998)

Cobit 3 (20000)

Cobit 4 (2005)

Cobit 4.1 (2007)

Last CMM (1997)

CMMI 1.1 (20002)

CMMI 1.2(2006)

First CMM (1987)

…eTOM

Lean Sigma

E-SCMSSME

Other….


IBM Tivoli Software

ITIL v3 is one of many different perspectives on IT

There are many different frameworks that offer different perspectives on aspects of IT Each serves the needs of a different audienceWhile the trend is towards convergence…… today organisations must integrate best practices from multiple sources into their management system


IBM Tivoli Software

The real goal – getting from best practices (“we know”) to effective implementation (“we do”)

IBM Approach to ITIL: Focus on business value and leverage accepted standards

Businesses are trying to solve business problems

Service management is a business issue

The right approach is to consider all the models and frameworks while staying focused on the business problem to be solved

Business value … through service management that leverages ITIL, ISO, COBIT and other accepted practices and standards


IBM Tivoli Software

IBM has a long history of service management leadership

IBM

Dev

elop

men

t

ITIL

Other Models

Academia

Publ

ic D

omai

n D

evel

opm

ent

IBM Information Systems Management

ArchitectureInformation System Management Architecture

Resource planningCapacity planningBudget planning

Skills planningTactical plan mgmt.

DevelopmentplanningApplication planningData planningSystems planningProject planning

ManagementplanningManagement systemplanningManagement systemmonitoring

Service planningService mkt. planningService level planningRecovery planningSecurity planningAudit planning

Strategic planning and controlBusiness strategic planningArchitecture definitionI/S strategic planning and control

Strategiclevelprocesses

D

Development andMaintenance controlProj. assignmentProj. schedulingProj. controllingProj. requirement controlProj. evaluating

Resource control

Change controlResource anddata inventorycontrol

Service Control

Production and Dist.schedulingResource and dataperformance controlProblem controlService evaluating

Administrative services

Financial administrationStaff performanceEducation/training

Information services

ProductionDistributionCustomer servicesService marketing

Operationallevel process

Tactical level process

Development andMaintenance Application/softwaredev. & upgradeAppl./soft. procurement & upgradeHardware/facilityinstall. & upgradeMaintenanceTuning and system balancingManagement systemdev.. & upgrade

IBM IT Process

Model

IBM Component Business Model for the Business of IT

IBM Process Reference Model

for ITSatisfy

CustomerRelation-

ships

Manage ITBusiness

Value

Support ITServices andSolutions

Delive

rOpera

tiona

l

Service

s

Manage IT

Assets and

Infrastructure

Provid

e

Enterpris

e IT

Manag

emen

tSys

tem

Realize

SolutionsDeploy Solutions

The business

The technology

Planning to implement service management

Application management

The business

perspective

ICT Infrastructure management

Service management

Service delivery

Service support

Security management

The business

The technology



The business

perspective


Service management

Service delivery

Service support

Security managementSoftware Asset ManagementSoftware Asset Management

The business

The technology



The business

perspective


Service management

Service delivery

Service support

Security management

The business

The technology



The business

perspective


Service management

Service delivery

Service support

Security managementSoftware Asset ManagementSoftware Asset Management

Managers Set

Service Delivery

Set

Service Support

Set

Computer Operations

Set

Networks Set

Software Support

Set

Environmental Strategy Set

Environmental Management

Set

Office Environment

Set

Managers Set

Service Delivery

Set

Service Support

Set

Computer Operations

Set

Networks Set

Software Support

Set

Environmental Strategy Set

Environmental Management

Set

Office Environment

Set

IT Governance & Management

System

IT Customer Relationships IT Direction Solution

DevelopmentSolution

DeploymentIT Operational

Services IT Resilience IT Administration

Manage the Business of IT


System Framework

Stakeholder Requirements Management

IT Strategy Solution Requirements

Change Management Service Execution Compliance

ManagementFinancial

Management


System Capabilities

IT Customer Transformation

Management

IT Research and Innovation

Solution Analysis and Design

Release Management Data Management Security

ManagementAsset

Management


System Operation

Service Marketing and Sales

Architecture Management Solution Build Configuration

ManagementEvent

ManagementAvailability

Management

Supplier Relationship Management


System Evaluation

Service Level Management Risk Management Solution Test User Contact

ManagementCapacity

Management

Service Pricing and Contract

Administration

Customer Satisfaction Management

IT Portfolio Management

Solution Acceptance

Incident Management

Facility Management

Workforce Management

Program and Project

Management

Problem Management

IT Service Continuity

Management

Knowledge Management


System

IT Customer Relationships IT Direction Solution

DevelopmentSolution

DeploymentIT Operational

Services IT Resilience IT Administration

Manage the Business of IT


System Framework

Stakeholder Requirements Management

IT Strategy Solution Requirements

Change Management Service Execution Compliance

ManagementFinancial

Management


System Capabilities

IT Customer Transformation

Management

IT Research and Innovation

Solution Analysis and Design

Release Management Data Management Security

ManagementAsset

Management


System Operation

Service Marketing and Sales

Architecture Management Solution Build Configuration

ManagementEvent

ManagementAvailability

Management



System Evaluation

Service Level Management Risk Management Solution Test User Contact

ManagementCapacity

Management

Service Pricing and Contract

Administration

Customer Satisfaction Management

IT Portfolio Management

Solution Acceptance

Incident Management

Facility Management

Workforce Management

Program and Project

Management

Problem Management

IT Service Continuity

Management

Knowledge Management

IBM Tivoli Unified Process

Assessment

Strategy

Solution Selection

Phase 1Define Solution Approach

High Level Design

Processes

Architecture

Organization

Data

Phase 2Design Solution

Detail Design

Develop

Deploy

Phase 3Implement Solution

Operation

Manage Delivery

Phase 4Deliver Service

IBM Systems Management

Solution Life Cycle

eSCMISO IEC 20000

SSME

v1 v2 v3


IBM Tivoli Software

IBMs view on ITSM is broader than IT, hence we call it IBM Service Management”


IBM Tivoli Software

Manu–facturing Forecast HR … Supply

Chain

ERP Evolution

Started with Manufacturing

Added Forecasting

Integrated Data Model

Added HR

Extended Data Model

Developed Workflow

Extended to Supply Chain

Added Policy Control

Workflow

Common Data Model

Policy

Lessons from Automating Business Processes

Common Data ModelCommon Data Model

Workflow


IBM Tivoli Software

Applying ERP Concepts to Service Management

Designed from the ground up for Service Management

Avoids requirements for multiple planes of consultants

Built-in best practices replace need for process consultants

Workflow

Common Data Model

Policy

Manu–facturing Forecast HR Supply

ChainChange Config–uration Problem … Service

LevelIncident


IBM Tivoli Software

IBM Service Management (ISM) is all about SOLUTIONSPeople

Roles, teams & functions

Skill requirements

Job descriptions

Performance indicators

Staffing levels

Resource acquisition

Training curriculum

Staff training

ProcessPolicies and governance

Process design

Detailed workflows

Technology and information requirements

Workflow implementation

Procedures

InformationInformation requirements (WP’s and WP Content)

Data model

Information flows

Interfaces and integration

Measurements

Reports

TechnologyITSM architecture

Tool installation

Development environments

Customisation and integration

Testing

Deployment

IBMService

Management


IBM Tivoli Software

Business reference model

Implementation reference model for IT

Process reference model for IT

Business reference model for IT

Service Management is about aligning IT to the Business and about cultural change


IBM Tivoli Software

the Component Business Model

Strategy

Tactics

Execution

CustomerRelationship Manufacturing Supply Chain &

DistributionBusiness

AdministrationProduct

ManagementExample: consumer

packaged goods

Category/Brand Strategy

Brand P&L Management

Matching Supply and Demand

Marketing Development & Effectiveness

Product Ideation

Marketing Execution

Product Directory

Category/Brand Planning

Assessing Customer Satisfaction

Customer Insights

Account Management

Value-Added Services

Customer Account Servicing

Retail Marketing Execution

Customer Directory

Manufacturing Strategy


Production and Materials Planning

Manufacturing Oversight

Supplier Control

Make Products

Plant Inventory Management

Manufacturing Procurement

Assemble/Pkg. Products

Distribution Oversight

Distribution Center Operations

Transportation Resources

En route Inventory Management

In-bound Logistics

Corporate Strategy

Alliance Management

Line of Business Planning

Business Performance Management

External Market Analysis

Organization and Process Design

Legal and Regulatory Compliance

Treasury and Risk Management

Facilities and Equipment Management

IT Systems and Operations

HR Administration

Customer Relationship Strategy

Customer Relationship Planning

Supply Chain Strategy

Supply Chain Planning

Out-bound Logistics

Accounting and GL

Indirect Procurement

Corporate Planning

Concept/Product Testing

Product Development

Product Management

Consumer Service In-store Inventory Mgmt

Strategic differentiation

Strategic view

Competitive parity

Basic


IBM Tivoli Software







IBM Tivoli Software

A Business Model … for the business of ITC

ore

Cap

abili

tyH

ybrid

Bas

ic O

pera

tions

Service and Solution

Development

IT Customer Relationship Management

BusinessEnablement

Service & SolutionStrategy

Business Performance

Planning

DemandManagement

CommunicationsPlanning

IT Business Management

Business Resilience


Deployment

Directing

Controlling

Executing

Information and Knowledge

Management

Service Delivery and

Support

SupportServices Planning

Infrastructure Operations

InfrastructureResource

Management

Support ServicesManagement

InfrastructureResource Planning

OperationsPlanning

Deployment Strategy

EnterpriseArchitecture

PortfolioManagement

Financial Management

Business Technology

Performance & Value

Human ResourcesManagement

IT Financial Management

Staff Administration& Development

Supplier and Contract

Administration

Business Technology

Strategy

TechnologyInnovation

InformationManagement

Strategy

Information Architecture

KnowledgeManagement

Strategy

KnowledgeResource

Management

InformationResource

Management

Business Resilience

Strategy

Continuous Business

Operations

RegulatoryCompliance

Integrated Risk Management

Security, Privacy& Data Protection

Regulatory Compliance Remediation

Business Resilience

Services and Solutions Lifecycle

Planning

Service and Solution Creation

Services and Solutions

Architecture


Maintenance

DevelopmentStrategy

Regulatory Compliance

Strategy

Integrated Risk Strategy

ServicesDelivery Strategy

IT SupportStrategy

ChangePlanning

ReleasePlanning

Knowledge CaptureAnd Availability

Data and ContentManagement

ChangeImplementation

ReleaseImplementation

IT Services andSolution Marketing

Business PerformanceManagement


IBM Tivoli Software







IBM Tivoli Software

THE PRM-IT MODEL:Processes – 41 processes across eight categories

IT Governance and Management System

IT Governance and Management SystemFramework

IT Governance and Management CapabilitiesIT Management System OperationIT Governance and Management System

Evaluation

IT Governance and Management SystemFramework

IT Governance and Management CapabilitiesIT Management System OperationIT Governance and Management System

Evaluation

IT Customer Relationships

Stakeholder Requirements ManagementIT Customer Transformation ManagementService Marketing and SalesService Level ManagementCustomer Satisfaction Management

Stakeholder Requirements ManagementIT Customer Transformation ManagementService Marketing and SalesService Level ManagementCustomer Satisfaction Management

IT Administration

Financial Management Asset ManagementSupplier Relationship ManagementService Pricing and

Contract AdministrationWorkforce ManagementKnowledge Management

Financial Management Asset ManagementSupplier Relationship ManagementService Pricing and

Contract AdministrationWorkforce ManagementKnowledge Management

IT Resilience

Compliance ManagementSecurity ManagementAvailability ManagementCapacity ManagementFacility ManagementIT Service Continuity

Management

Compliance ManagementSecurity ManagementAvailability ManagementCapacity ManagementFacility ManagementIT Service Continuity

Management

IT Operational Services

Service ExecutionData ManagementEvent ManagementUser Contact ManagementIncident ManagementProblem Management

Service ExecutionData ManagementEvent ManagementUser Contact ManagementIncident ManagementProblem Management

Solution Deployment

Change ManagementRelease ManagementConfiguration Management

Change ManagementRelease ManagementConfiguration Management

IT Direction

IT StrategyIT Research and InnovationArchitecture Management Risk Management IT Portfolio ManagementProgram and Project Management

IT StrategyIT Research and InnovationArchitecture Management Risk Management IT Portfolio ManagementProgram and Project Management

Solution Development

Solution Requirements Solution Analysis and DesignSolution BuildSolution TestSolution Acceptance

Solution Requirements Solution Analysis and DesignSolution BuildSolution TestSolution Acceptance PRM-IT V2


IBM Tivoli Software







IBM Tivoli Software

The IBM Tivoli Unified Process (ITUP) provides our clients with detailed guidance on how to make ITIL actionable

http://www.ibm.com/software/tivoli/features/it-serv-mgmt/itup/tool.html


IBM Tivoli Software





Paper defined processes does not drive cultural change regardless of good intensions.

Automation tools are in reality the catalyst that ensure processes are seamlessly implemented and thus drive the cultural change.



IBM Tivoli Software

IBM Service Management (ISM) is all about SOLUTIONSPeople

Roles, teams & functions

Skill requirements

Job descriptions

Performance indicators

Staffing levels

Resource acquisition

Training curriculum

Staff training

ProcessPolicies and governance

Process design

Detailed workflows

Technology and information requirements

Workflow implementation

Procedures

InformationInformation requirements (WP’s and WP Content)

Data model

Information flows

Interfaces and integration

Measurements

Reports

TechnologyITSM architecture

Tool installation

Development environments

Customisation and integration

Testing

Deployment

IBMService

Management


IBM Tivoli Software

Best Practices

IBM Service Management

Operational Management

Service Management Platform

Process Management

Best Practices & Services

Change and Configuration Management

Performance Monitoring

Network Managementand monitoring

Automated ProvisioningService Delivery & Support

Enterprise Asset Mgmt

Asset and Service Management

Software Asset Mgmt

Software Usage Metering

Management Composite Application

Tivoli are investing in Service Management technologies- technologies, not market share!


IBM Tivoli Software

IBM Service Management Advantage An architecture built to support full automation

Built on process management standards – PRM-IT

- Delivers maximum value and flexibility

Built on SOA foundation- Better integration with IBM and

non-IBM applications- Seamless version to version

upgrades of customizationsFlexible data layer that supports WSDM, DMTF, etc.

- Integrates with IBM and non IBM processes and apps

OMPs that support OASIS, SNIA, RDMA and other open standards

- Delivers richest capabilities and domain specific automation

UserInterface

CommonTools

IT Infrastructure

Operational Management Products

Process Management

Integration Modules

Data Layer

Integration Modules


IBM Tivoli Software

Presenting the IBM Service Management – Tivoli Process Automation Platform - TPAP

Out of the Box Reports

Reporting Engine

Web Based

Common User

Interface

Role base data access

Configurable by roles

User Configurable

Report Definition

Data Visualization

Workflow

Common Configuration

Services

User Interfaces

Data Extensions

Process Workflow Runtime & Services

CIs•Attributes

•Relationships

Common Data Subsystem

Assets•Attributes

•Relationships

Process Artifacts

•Related to CIs and Assets

Meta Data•Configurations

•Process

Collaboration Notification Escalation Security


IBM Tivoli Software



Reporting Engine

Web Based

Common User

Interface



User Configurable

Report Definition

Data Visualization

Workflow


Services

User Interfaces

Data Extensions


CIs•Attributes

•Relationships


Assets•Attributes

•Relationships

Process Artifacts



•Process




IBM Tivoli Software

TPAP is based on the Maximo Technology that IBM acquired via the 2006 acquisition of MRO software

MRO Softwareis the only vendor to have been

placed in the EAM Leader’s Quadrant 10 times since 1998

More than 10,000 Maximo customers

worldwide

MRO Software was Founded in 1968Public company since 1994Over 900 employees worldwide20+ WW locationsHeadquartered in Bedford, MA

Maximo technology has been based on

J2EE since 1999


IBM Tivoli Software

Built on standardsSOA and Web services

- Standards-based interfacesJ2EE

- Standards-based business logicHTML

- Standards-based user interfaceXML

- Standards-based messages and configurations

Enterprise level security and authenticationSingle Sign On and LDAP

- Enterprise level user mgmt and authenticationHTTPS (SSL)

- Internet level transmission securityDESede

- Proven data storage security

Zero code (stored permanently) on the client

Build on Standards based technology – Modern yet Mature


IBM Tivoli Software



Reporting Engine

Web Based

Common User

Interface



User Configurable

Report Definition

Data Visualization

Workflow


Services

User Interfaces

Data Extensions


CIs•Attributes

•Relationships


Assets•Attributes

•Relationships

Process Artifacts



•Process



IBM Tivoli Software


Reporting Engine

Web Based

Common User

Interface



User Configurable

Report Definition

Data Visualization

Workflow


Services

User Interfaces

Data Extensions


IT Infrastructure(Server, Storage, Network, Security, Software, Applications, Transactions, Services)

Operational MgmtProducts

Service Delivery & Support

IBM and Non-IBM Software•Application Mgmt•Server/Device Mgmt•Network Mgmt•Storage Mgmt•Security Mgmt•Discovery tools•Customer developed

CIs•Attributes

•Relationships

Change&

ConfigurationMgmt


Assets•Attributes

•Relationships

Process Artifacts



•Process


Reconciliation Federation Discovery Discovery Library

Discovery and Application Dependency Mapping

CCMDB 7.1 leverages the platform to deliver the most robust solution for Change and Configuration Management in the industry


IBM Tivoli Software


Reporting Engine

Web Based

Common User

Interface



User Configurable

Report Definition

Data Visualization

Workflow


Services

User Interfaces

Data Extensions



Integration Modules




CIs•Attributes

•Relationships

Change&

ConfigurationMgmt

Service Request Mgmt

•Service Order Mgmt•Incident & Problem Mgmt


Assets•Attributes

•Relationships

Process Artifacts



•Process

Storage Mgmt

Release Mgmt

Capacity Mgmt

IBM Service Management 7.1. suite


IT Asset Mgmt





IBM Tivoli Software

The Application Dependency ChallengeThe Application Dependency Challenge

The Service Manager asked about which service could be impacted by the planned change


IBM Tivoli Software

CCMDB – Centralize and Converge Asset ManagementDiscovery – Business Services


IBM Tivoli Software

Business Applications

ApplicationSoftware

ComputerSystems

PhysicalDevices

Discovery of Cross-Tier infrastructure components and applications

Relationships& Dependencies

CCMDB – Centralize and Converge Asset Management


IBM Tivoli Software

Topology – Business Applications


IBM Tivoli Software

Topology – Application Infrastructure


IBM Tivoli Software

Topology – Physical Infrastructure


IBM Tivoli Software

Relationship Mapping and Configuration InformationRelationship Mapping and Configuration Information

See the Big Picture• Broadest and most extensible

coverage• Deepest cross-tier, run-time detail• Only fully automated application

discovery

Rapid Time to Value• Fast, low cost implementation • Agent-free auto-discovery


IBM Tivoli Software

Identify Changes to Assist Problem ResolutionIdentify Changes to Assist Problem ResolutionStep 1 – Select change history window to identify changed components

Step 2 – Changed Configuration Items are automatically identified

Step 3 – View detailed history of the changes by attribute


IBM Tivoli Software

Audit Configuration Items via ComparisonAudit Configuration Items via ComparisonSelect identical component types to run a comparison report

Enables easy comparison of like CIs to a ‘master’ copy

Dissimilar attribute values are highlighted


IBM Tivoli Software


Reporting Engine

Web Based

Common User

Interface



User Configurable

Report Definition

Data Visualization

Workflow


Services

User Interfaces

Data Extensions



Integration Modules




CIs•Attributes

•Relationships

Change&

ConfigurationMgmt




Assets•Attributes

•Relationships

Process Artifacts



•Process

Storage Mgmt

Release Mgmt

Capacity Mgmt



IT Asset Mgmt





IBM Tivoli Software


IBM Tivoli Software


Reporting Engine

Web Based

Common User

Interface



User Configurable

Report Definition

Data Visualization

Workflow


Services

User Interfaces

Data Extensions



Integration Modules




CIs•Attributes

•Relationships

Change&

ConfigurationMgmt




Assets•Attributes

•Relationships

Process Artifacts



•Process

Storage Mgmt

Release Mgmt

Capacity Mgmt



IT Asset Mgmt





IBM Tivoli Software

®

IBM Software Group

© 2008 IBM Corporation

Thanks

Henrik ToftIBM Service ManagementSolution Leader

IBM Northeast Europe------------------------------Mobile: +45 2880 [email protected]

www.ibm.com/itsm

Software

Documents

IBM Service Management · PDF file · 2008-05-18Best practice Service Management history Time 1980 1990 2000 2010 ITIL v1 ... Change Management Service Execution Compliance Management