Global Business Services
© 2007 IBM Corporation
End-To-End Application MonitoringBusiness Benefits and ROI
Gabriel HradilekTelco and Utility Sector Leader, Global Business Services IBM SK
IBM Business Day; Thursday 6th November 2008
Global Business Services
© 2007 IBM Corporation2 Thursday 6th November 2008
Agenda
GBS Short Introduction
E2E Monitoring – Benefits & ROI
Service Management Simulator
Back-up: Tivoli Netcool Value Proposition
Global Business Services
© 2007 IBM Corporation3 Thursday 6th November 2008
Global Business Services Slovakia Global approaches, know-how, methodologies, processes,
references, best practices, resources, etc. applying locally
Support on different level: – Global Integrated Account Team, Delivery Centers, Expertise groups, Knowledge Communities, etc.
IBM Slovakia has 3.000+ employees; more than 90+ GBS consultants in Slovakia (including DC BA)
Delivery Centre Bratislava – part of GBS Slovakia
Industry and Solution focus:
Sect
or
Public
Finance
Telecommunication
UtilityIndustryHealth
Con
sulti
ng
Syst
em In
tegr
atio
n
Appl
icat
ion
Serv
ices
Out
sour
cing
Global Business Services
© 2007 IBM Corporation4 Thursday 6th November 2008
Areas Covered by Delivery Center in Bratislava DC BA covers demand in
generic layers like
– Java/J2EE, C/C++, .Net/C#
– SAP Programming, ABAP
– DataWareHouse, ExtractTransformLoad
DC BA provides solution layers for:
– SAP
– CustomApplicationDevelopment
– CRM Siebel
Delivery Center Bratislava
DWH / ETL
SAP Programming, ABAP
Java/J2EE, C/C++, .Net
Solution 1 S2 S3
Gen
eric
Lay
erS
olut
ion
Laye
r
GBS Consultancy
Global Business Services
© 2007 IBM Corporation5 Thursday 6th November 2008
GBS SK - Our Delivery Framework Objective: Perform tasks for the best combination of costs, skills and risk
Framework: On site IBM staff, complemented by regional and global competence and delivery centers
Bring work to established delivery centres
– stable environment
– rapid & systematic execution
– mature processes
Minimal impact of geopolitical factors
location workGlobal Capabilities
All around the Worldlocation work GBS & Regional Delivery CenterBratislava
Client
Global Business Services
© 2007 IBM Corporation6 Thursday 6th November 2008
Bringing Carrier-Class Solutions to the Global 2000 Enterprise
> Alcatel> Boeing> Cadence Design Systems> Graybar Electric> Ericsson> GE Appliances> Lockheed Martin> LSI Logic> Motorola> Renault> TRW
> Brazilian Postal Service> Dist. Of Columbia Govt.> European Commission> French Postal Service> Fed Deposit Insurance Corp> Int’l. Monetary Fund> LA Dept. of Water & Power> NASA> Nat’l. Institutes of Health> NY / NJ Port Authority> SEC> Shanghai Government> SRA International> State of Michigan> State of Utah> US Dept. of Corrections> US Dept. of State> US Dept. of Treasury> US Navy / Marine Corps
> Atlanta Public Schools> SW Texas State Univ.> University of Arizona> University of Arkansas> University of Maryland> Syracuse University> Texas A&M> UNC Charlotte> Wichita Public Schools
FINANCIAL:
MANUFACTURING:
GOVERNMENT: ENERGY:EDUCATION:
RETAIL:
> British Gas> Devon Energy> Dynegy Corp.> Pemex> Schlumberger
> Bay Area Rapid Transit> RATP (Paris Transport)> Virgin Atlantic> Delta Technology
TRANSPORT:
HEALTH CARE:
> ABN Amro> Aetna Insurance> AIG Insurance> BancAmerica> Bear Stearns> Barclays Capital> Czech Ministry of Finance> Depository Trust Corp.> Deutsche Bank / DMG> e*Trade> Erie Insurance> First Union> ING Barings> Instinet/ Reuters> JP Morgan Chase> KeyBank> Liberty Mutual Insurance> Merrill Lynch> Morgan Stanley> Providian Financial> Salomon Smith Barney> USBancorp> Wells Fargo Bank> Wells Real Estate Fund
> 1-800 Flowers> Amazon.com> Circuit City> DirecTV> The Gap> Home Depot> JC Penney> Kohl’s
> Celera Genomics> Kaiser Permanente> Medtronic> Norwegian American> NW Memorial Hospital> Partners Healthcare> William Beaumont
15 of the top 25 Fortune 500 companies use the Netcool® suite*:
Global Business Services
© 2007 IBM Corporation7 Thursday 6th November 2008
Managing World’s Leading Service Provider Networks
> Sprint> SBC> Verizon> Qwest> BellSouth> MCI> Bell Canada> Telmex> Cingular> Nextel> Triton PCS> AOL> UUNET> Digex> Verio> Earthlink> Comcast> Cablevision> Cox Comm.
> British Telecom> Deutsche Telekom> Telecom Italia> France Telecom> Belgacom> Telefonica> Cable & Wireless> Telekom Austria> Telkom South Africa> T-Mobile> Hutchison 3G> KPN> NTL> Telia> Telenor> Vodacom> Vodafone
> Cesky Telecom> Slovak Telecom> Hrvatski Telecom
> China Telecom> China Mobile> China Unicom> China Rail> Shanghai Cable
> NTT> JiTong> Japan Telecom> Philippine LDT
> Telstra> Singtel> ISTT Singapore
AMERICAS EMEA
ASIA PACIFIC
19 of the world’s 20 largest carriers use the Netcool® suite*:
Global Business Services
© 2007 IBM Corporation8 Thursday 6th November 2008
Geographic Market References
Representative customers in these regions include:
CENTRAL / EAST EUROPE:◣ Deutsche Telekom◣ Telekom Austria◣ Cesky Telecom◣ Hrvatski Telecom◣ Slovak Telecom◣ TPSA◣ Polkomtel◣ Energis Polska◣ Equant Russia◣ Golden Telecom Russia◣ T-Mobile Austria◣ T-Mobile Czech◣ T-Mobile Hungary◣ Mobilkom Austria◣ TETRA Austria◣ CSOB Czech Republic◣ Ceske Drahy◣ CEZNet◣ Ceska Pojistovna◣ Ceska Sporitelna
Global Business Services
© 2007 IBM Corporation9 Thursday 6th November 2008
Tivoli Netcool Solutions Benefits and Customer’s ROI Examples
Global Business Services
© 2007 IBM Corporation11 Thursday 6th November 2008
Tivoli Netcool Solutions Benefits and Customer’s ROI Examples
Global Business Services
© 2007 IBM Corporation13 Thursday 6th November 2008
Tivoli Netcool Solutions Benefits and Customer’s ROI Examples
Global Business Services
© 2007 IBM Corporation15 Thursday 6th November 2008
Customer Comments on IBM Performance
“
”
IBM fully manifested its ability to deliver an end-to-end solution in a very short time according to an approved schedule, yet it was also flexible enough to dynamically adjust to the changing conditions of
the telecommunications market. IBM has also shown extensive knowledge of T-Mobile's environment.
Implementation of the system provides an even higher quality of surveillance and management of T-Mobile's telephone network and I firmly believe that it will also contribute to the higher satisfaction of
our customers.
Source: Petr Mačák, Networks Operations Manager T-Mobile CZ
Global Business Services
© 2007 IBM Corporation
The IBM ISM Simulator An interactive learning tool that
provides: High impact, interactive education
– For Sellers and Customers
Better understanding of IT business value
Engagement at c-level & at departments
Cross-organization shared conclusions
Reduced implementation times
Increased buy-in, take up and compliance
Great cross-organization team exercise
That “AHA!” moment– When the light bulb goes off and an IT Process
Mgmt concept is suddenly real
Global Business Services
© 2007 IBM Corporation
Simulation Aim
The ISM Simulator is designed to demonstrate the value of ITSM best practices (e.g. ITIL), processes and tools within the context of a business and technology model
Global Business Services
© 2007 IBM Corporation
How Could the Simulator Be Used?
To convince people, whether internal or external, of the need for ITSM and PM; culture, processes, technology, services and education.
To educate people in ITSM and PM process, and specifically ITIL, Prince 2 or PMBoK, in a fast, effective and cost efficient manner.
To support the successful implementation of ITSM or PM culture, processes and tools in a roll out situation.
To help vendors, their sales forces, and developers to understand the problems their customers face so that they can align their activity to their needs.
Global Business Services
© 2007 IBM Corporation23 Thursday 6th November 2008
Thank You
MerciGrazie
Gracias
Obrigado
Danke
Japanese
English
French
Russian
German
Italian
Spanish
Brazilian Portuguese
Arabic
Traditional Chinese
Simplified Chinese
Hindi
Tamil
Thai
Korean
Global Business Services
© 2007 IBM Corporation25 Thursday 6th November 2008
What is Tivoli Netcool?
The industry’s leading software portfolio for service managementof complex, distributed business infrastructures, including:
All 20 of the world’s 20 largest service providers, by revenue
12 of the top 20 customers in the Fortune 500
The world’s most demanding civilian and military government agencies
Formerly Micromuse (NASDAQ:MUSE), a profitable, growing, and independent software company delivering Netcool® Solutions
Acquired in February 2006 by IBM’s Tivoli software business unit, to create the world’s most comprehensive service, process, and operations management portfolio
Global Business Services
© 2007 IBM Corporation26 Thursday 6th November 2008
Tivoli Netcool Vision: The “Single Pane of Glass” to Manage Your Business Services
Line of Business Views
Service Health Views
– Availability
– Performance
– SLA Status
– E2E Visibility
Business Activity Views
– Realtime KPIs
Realtime Business Indicators
Third Party Data
Realtime & Historical Reports
ServiceStatus
Indicators
Global Business Services
© 2007 IBM Corporation27 Thursday 6th November 2008
Roadblocks to Effective Service Management
NOC SOC Data Center
Line ofBusiness
Network Security Application
Network
Network
Network
Security
Security
Security
System
Mainframe
Storage
Application
System
Data
Application
Multiple Silos, Tools, Technology, Data, Staff
Multiple Operations Centers
NOC (n)
SOC (n)
Network
Network
Network
Network
Data Center (n)
Application
System
Mainframe
Storage
Line ofBus. (n)
Application
System
Data
Application
Security
Security
Security
Security
Service A
Multiple Services
Service B
Service C
Service D
Service E
Service F
Service G
Service H
Visibility Gap
APEX CAPEXMTTR
Operational Impact
Revenue CompetitiveCustomer
Business Impact
Service IntelligenceWorkflowOperationsExecutive Customer
Global Business Services
© 2007 IBM Corporation28 Thursday 6th November 2008
Bridging the Visibility Gap
Service A
Multiple Services
Service B
Service C
Service D
Service E
Service F
Service G
Service H
Service IntelligenceWorkflowOperationsExecutive Customer
Leverage
Apps Security StorageSystems Network Mainframe Voice OtherService Infrastructure
ToolA
Tool B
Tool C
Tool D
Tool E
Tool F
Tool G
Tool H
CollectMonitoring & Discovery
ConsolidateCentralized Management
Analyze & AutomateService Impact & Root Cause
InformDashboards, Reports, Notification Bridge the
Gap:
Multiple Silos, Tools, Technology,Data & Staff
Global Business Services
© 2007 IBM Corporation29 Thursday 6th November 2008
Netcool Core Differentiators:
BREADTH: From optical to applications and beyondThe only industry solution that delivers integrated, real-time management and visibility of Layers 1 – 7 in the technology infrastructure and the business layer
SCALE: Scalability to cover business growthThe industry’s fastest, most scalable assurance architecture spanning event and availability, performance, and security management
SPEED: More value, fasterDeploys quickly for immediate ROI and enables true realtime response to service-affecting problems
LEVERAGE: Leverage your existing investmentsIntegrates and add value to your existing platforms, tools, and applications … without disruptive changes to architecture or workflow
FLEXIBILITY: Fit the tool to the businessCustomizable and configurable, adapts to your organization’s unique requirements … not the other way around.
Global Business Services
© 2007 IBM Corporation30 Thursday 6th November 2008
Change: Market demands, workloads, service levels
Cost: Management and administration
Compliance: Regulations, security, audit capabilities
Complexity: Heterogeneous resources, organizational silos, composite applications
IT Organizations Are Under Tremendous PressureChallenges are coming from many fronts:
Global Business Services
© 2007 IBM Corporation31 Thursday 6th November 2008
The same drivers are translated to “level of pain”The Challenge is that I/T is comprised of :–Different Technology–Groups with different views of the drivers by Domain:NetworksServersStorageDatabaseApplications
Visibility is Vital to IT and Operations => Network Management is a Key
prerequisite for Services Management
Global Business Services
© 2007 IBM Corporation32 Thursday 6th November 2008
The Basic Criteria for Effective Network Management
Accurate Analysisto quickly hone in on network problems and speed time to repair
Scalability to meet the world’s most demanding complex networks
Visibility and knowledge of end-to-end network assets and connectivity
Breadth of managementscope across disparate, complex networks
Flexibility and modularity to adapt to new network changes and convergence
Integration with third party systems and tools for further diagnosis
Today’s business environment is putting higher demands on network reliability and performance, while networks are becoming more complex
Global Business Services
© 2007 IBM Corporation33 Thursday 6th November 2008
Service Management Goals Avoid Service Downtime
Accelerate Service Rollout
Improve Operational Efficiency
Decrease Risk
Integrate Development and Operations
link the availability and performance status of IT infrastructure componentsto business-oriented IT services:
Support the definition, storage and visualization of IT service topology or dependency mapsGather real-time operational status data from underlying applications and IT infrastructureComponents Process status data against the object model to communicate real-time IT service status
Global Business Services
© 2007 IBM Corporation34 Thursday 6th November 2008
Key components to manage business impact
1. Discovery
2. Topology Mapping
3. Service Modeling
4. Performance monitoring
5. Event management and root cause analysis
6. Workforce priority dispatch
Discovery
Global Business Services
© 2007 IBM Corporation36 Thursday 6th November 2008
Examples of the Netcool Portfolio in Action
A European telco accelerated rollout of nationwide DSL services by utilizing Netcool to oversee its vendors and reduce costly truck rolls
A top-10 US bank implemented a company-wide availability system, underpinned by Netcool, to consolidate and streamline monitoring of 11 IT-based “service channels”
A global airline monitors thousands of terminals, kiosks and check-in desks through its centralized Netcool deployment
The Netcool suite monitors several of the world’s largest military online user communities, helping to ensure coordinated operations
A large telco consolidated 27 network operations centers to just 2 using the Netcool suite as their manager-of-managers
Operational Efficiency
Revenue Protection
Risk Management