Service management solutionsTo support your business objectives

IBM Service Management — a better way to manage.

Today, companies focus on providing innovative services. To

deliver these services, IT and operations departments must

strive to guarantee compliance, security and continuous

uptime — which all play a part in helping to ensure these

business services are effectively performed to support the

organization’s business goals. Yet it is common for companies

with organizational silos and traditional implementations to

become entrenched in managing things like IT infrastructure

technologies, single product revenues and expenses, individual

processes and organizational efficiencies — instead of

managing integrated solutions and services delivered by the

sum of all these components. When this happens, there can be

penalties for noncompliance and service level violations.

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manage your business. Because IBM

understands that IT and operations are

very much a part of your business, we

offer powerful tools to help you align

the four primary components of your

business:

• People

• Processes

• Information

• Technology

IBM Service Management lets you pull

these critical components together with

an array of tightly integrated solutions

that can be viewed as three intercon-

nected layers:

• IBM Process Management

• IBM Service Management platform

• IBM Operational Management

Enter IBM Service Management, a

revolutionary way to align your organi-

zation — and all its related functions —

with your business. IBM Service

Management encompasses the

management processes, tactics and

best practices needed to deliver

business services. IBM Service

Management is about developing,

deploying and managing services.

Helping to reduce IT and operations

costs by automating processes. And

helping to more effectively manage

compliance. It’s about increasing flexi-

bility and getting products, solutions

and services to market more quickly. It’s

about helping to respond to changes

more efficiently and effectively than

ever before.

IBM Service Management is designed

with one thing in mind: to help you

These solutions are based on IBM

and industry best practices, such as

the IT Infrastructure Library® (ITIL®),

Control Objectives for Information

and related Technology (COBIT) and

enhanced Telecom Operations Map

(eTOM), helping users to ensure IT and

operational processes are consistently

designed, automated and executed,

and are auditable for compliance

adherence.

IBM Service Management helps you

anticipate and plan for change by

providing timely access to critical

information. IBM Service Management

can help you react more quickly to

shifts in the marketplace and customer

demand, and help you stay miles

ahead of the competition.

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IBM Process Management productsIBM Process Management products

work with your operational manage-

ment products to automate repeatable

processes, reduce manual tasks and

free staff to focus on business-critical

priorities. Process managers fully inte-

grate with IBM Tivoli® Change and

Configuration Management Database

(CCMDB).

• IBM Tivoli Availability Process

Manager automates tasks related to

managing incidents and problems

across the organization.

• IBM Tivoli Release Process

Manager automates process steps

and tasks related to managing

software and related hardware

deployments.

• IBM Tivoli Storage Process

Manager automates tasks related

to storage provisioning to optimize

storage space and protect data

integrity.

• IBM Tivoli Change Process Manager

(included in Tivoli CCMDB) auto-

mates tasks to apply changes to

your IT infrastructure.

• IBM Tivoli Configuration Process

Manager (included in Tivoli

CCMDB) automatically manages

the configuration of your IT

infrastructure.

IBM Service Management

IBM Operational Management productsIBM Operational Management products

help users to ensure the availability,

reliability and performance of business-

critical software and hardware, aid

in optimizing storage requirements

and help meet ongoing needs for

data security.

• Business Application Management

helps maintain availability and

optimal performance of business-

critical software applications

spanning multiple servers, operat-

ing systems and databases.

• Server, Network and Device

Management helps users to opti-

mize availability and performance

of underlying IT architecture,

including networks, operating

systems, databases and servers.

• Storage Management helps users

to optimize storage space, protect

data integrity and comply with data

retention regulations and policies.

• Security Management automates

identity management and security

event management.

IBM Service Management platformOne of the key elements of the

integration platform in IBM Service

Management is Tivoli CCMDB, which

collects, stores and shares dynamic

information required for automation.

It establishes processes for managing

both configuration and change and

works with IBM Process Management

products and IBM Operational

Management products to help users

ensure that the organization is using

current, consistent information by

providing:

• Traceable, auditable changes.

• Automated application discovery.

• Detail on the interactions between

systems.

• An open platform for data and

process integration.

Accelerate IBM Service Management implementationIBM Service Management solutions

are based on our deep experience in

process management and proven best

practices, such as ITIL, COBIT and

eTOM.

To get you started quickly, IBM offers

a broad range of consulting, training

and support services to accelerate

deployment and facilitate success at all

implementation stages — coupled with

a broad range of experience in imple-

menting service management through

thousands of customer engagements

around the globe.

Best Practices & Services

IBM Service Management

ProcessManagement

Service Management Platform

Operational Management

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Deliver game-changing servicesMany organizations are challenged to

proactively manage the lifecycle of appli-

cations, from concept through delivery

and production. These challenges are

compounded with development and

operations teams that each use different

management tools and are spread

across organizational silos.

IBM Service Management can provide

an end-to-end solution for developing,

deploying and managing business

services, bridging organizational silos

between development and operations,

and helping your organization reliably

deliver game-changing services.

Helping users ensure compliance and security policies are metBusinesses need to ensure that

compliance policies are met without

sacrificing their ability to provide

secure, timely access to information.

Yet it can be difficult to:

• Verify compliance with internal and

external policies and regulations.

• Enforce security policies and

manage security vulnerabilities

across extended and virtual

organizations.

• Monitor geographically dispersed

teams.

IBM Service Management couples

security and audit trail capabilities with

support for geographically dispersed

teams to help users ensure compliance

to identity and access control policies.

Compliance can also be improved

through capabilities like eliminating user

account and password replication. With

today’s heterogeneous applications and

platforms, it’s nice to know that a single

vendor can provide the automated iden-

tity management and security event

management designed to help you meet

your business needs.

Leverage the benefits of IBM Service Management

“WiththeIBMServiceManagementstrategy,Tivoliisnowreallyfocusedonthebigpicture—notonlydeliveringtools,butanintegratedcombinationoftools,sharingtheirdatathroughacentraldatabaseandsupportingITILprocesses.”

Andreas Golombek,IT Production, Commerzbank AG

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Prioritize availability and performance of the most critical servicesOperations must anticipate service level

agreement violations and proactively

initiate corrective actions, based on

the business impact of the affected

service. Without good insight into the

relationship between critical services

and their supporting infrastructure

resources, there is no way to efficiently

prioritize. Attending to business-critical

functions first helps you make sure that

your most important services receive

the highest priority.

One aspect of prioritizing availability

and performance is sorting through the

numerous alerts received every day:

• A server response has slowed by

10 percent.

• A database file has corrupted.

• A customer-facing service has

unexpectedly crashed.

• The storage subsystem is at

80 percent of capacity.

With IBM Service Management, your

organization can determine which alerts

are associated with critical services

and prioritize these alerts based on

service importance. This minimizes time

to resolution to help increase availability

of critical services.

Another aspect of availability and

performance is managing composite

applications, which introduce complexity

and problems that traditional manage-

ment tools are unable to manage or

resolve. The speed and accuracy of

root cause analysis and defect repair

depends on rapid access to detailed

information about the underlying soft-

ware, hardware and network, using

discovery capabilities to obtain a

complete picture of your supporting

infrastructure.

IBM Service Management can help by

automatically sensing application

performance so you can meet service

levels for business-critical applications.

This solution equips development and

operations teams with shared tools for

planning, testing, measuring and

repairing performance issues. IBM

Service Management can sense,

isolate, prioritize, diagnose and resolve

performance issues in context of the

importance of the service being

provided.

Improve resource utilization by employing fast, reliable tools for software deploymentConsider, for instance, a financial

services organization whose principal

source of revenue is an external Web

site customers use to purchase prod-

ucts and services. Unless the financial

services organization can quickly deliver

a new service, its major competitor may

be poised to capture important business

opportunities.

Tivoli Release Process Manager provides

a single solution designed to help you

consistently track releases from planning

to production:

• Assessing release impact on the

performance of business systems.

• Creating and assigning release

activities.

• Prioritizing release schedules across

the infrastructure.

• Monitoring real-time status of release

progress.

• Rolling out the release.

• Providing detailed reports indicating

that the release was successful.

Automating release management helps

provide faster time to market and can

help you achieve enhanced productivity

levels, since releases are prioritized based

on their impact to the business and infra-

structure components can be provisioned

dynamically. IBM Service Management

supports deploying complex software

and hardware changes from bare metal to

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IBM Service Management supports internal and regulatory compliance

Tivoli CCMDB helps you track changes made within your systems, produce reports and create an audit trail, which can help your efforts to monitor your company’s performance against internal policies and external regulations such as Sarbanes-Oxley and other international financial reporting standards.

complete applications for servers and

desktops in distributed, data center,

test or production environments.

Anticipate business impact of changesIBM Process Management and IBM

Operational Management products

work together to give organizations

insight to better manage storage

changes and know the impact of those

changes before they occur — to protect

against data corruption due to appli-

cation failures and outages. And if a

problem occurs, storage management

tools can quickly assess the situa-

tion and automatically trigger actions

to repair that problem as quickly as

possible — helping to avoid costly

downtime.

For example, a storage administrator

making changes to your storage infra-

structure with Tivoli Storage Process

Manager can view how those changes

will affect other systems and the data

within those systems. Knowing how

systems are configured is crucial in

avoiding service disruptions.

With a clear picture of changes that

have been made in your overall infra-

structure, the information provided can

help you resolve disruptions quickly

and ultimately avoid future disruptions.

IBM Service Management products

can automatically respond to unpre-

dicted events and even trigger actions

to repair problems, helping minimize

administrative time and costs.

A better way to manage your businessLet IBM help you manage your busi-

ness. From optimizing your existing

resources and conserving IT costs

to creating new revenue drivers that

help grow your business, IBM Service

Management offers the tools to help

you achieve your goals to stay ahead

of the competition.

For more informationTo learn more about how IBM can help

your organization reap the benefits of

IBM Service Management, contact your

IBM representative or IBM Business

Partner, or visit ibm.com/itsm

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IBM Corporation Software Group Route 100 Somers, NY 10�89 U.S.A.

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