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IT Service Management Strategy Overview

Mehdi SaadouneIBM Cloud – IT Service Management Technical Sales North & West [email protected]: +21699084669

IBM Corporation 2IBM Confidential

Every business runs on Applications


Every business runs on Applications

Membership enrollment

Online trading

Payroll

Hotel reservations

Mobile video game


IT/Network Operations Center Operations


On Premise Cloud

Hybrid

AnalyticsProactive outage avoidance and faster problem resolution

Operations

Provide end-to-end insight for smarter business

decisions

Performance Applications | Infrastructure

Ensure right availability of your critical business

solutionsMore agility, with lower

cost and risk

AutomationService Desk |

Process | Workload

StakeholderDashboards

• IT Operations• Development• Line of Business

• Resolve problems faster for increased quality of service and reduced costs• Predict & prevent issues before they impact end users• Increase delivery velocity and quality of new business services• Drive efficiencies in business processes and asset utilization

Visibility Control Automation

What is IT Service Management about?

Key ITSM Adjacencies

IBM Endpoint Manager

Virtual Storage Center

IBM CloudOrchestrator

Middleware offeringsDevOps, Application

Platform, BPM, Digital Experience


Analytics

Operations Performance Automation


IT Service Management – key offerings

• Netcool Operations Insight (OMNIbus)

• Network Management

• Log Analysis • Predictive Insights

• Monitoring• Application

Performance Mgmt(APM)

• Application Diagnostics• APM Advanced

• Control Desk • Workload

Automation• System

Automation

Clients can consume these capabilities as traditional on-premise offerings, from the cloud, or hybrid

Key ITSM

Adjacencies

IBM Endpoint Manager

Virtual Storage Center

IBM CloudOrchestrator

On Premise Cloud

Hybrid

6

Middleware offeringsDevOps, Application

Platform, BPM, Digital Experience


Cloud

Hybrid

Applications | Middleware | Systems | Storage | Wireless | Network | Buildings | Assets | Security

Analytics



• IT Operations

• Development

• Line of Business

Real Results from Real Clients

Save Time, Lower Costs and Accelerate Innovation

• Up to 75% less time spent performing event analysis

• Up to 30% Reduction in overall event load

• Create custom dashboards 60% faster

• Up to 60-90% improvement in the availability of critical applications

• Up to 98% improvement in Service Level Agreements

• Reduce costs up to 55%

• Deploy customer and cloud environments 50-90% faster

• Reduce client ticket volumes by 80%

• Improve first call resolution rate by 25%

• 60% faster to resolve application & infrastructure issues

• Up to $300k reduction in costs annually by eliminating manual thresholds


Our Capabilities Uniquely Address Client Challenges to


Automation Service Desk |

Process | Workload

I need to speed delivery of new services & fix

issues faster. What processes can I automate to minimize

resource costs?

Operations

I receive an enormous volume of events.

How can I prioritize dynamic business

needs efficiently, while minimizing risk?

PerformanceApplications | Infrastructure

I develop and manage critical applications.

How can I delight my customers with a high performing, reliable user experience?

AnalyticsMy systems create and hold an overwhelming amount of data.

How can I turn this data into insights that matter for my business and end users?


Our leadership - Market Share and Analyst Research

Ranked #1IT Operations Management

Leader

Ranked #1APM Market Share

Champion

Enterprise Service Desk Landscape

Fault and Event management

Market Leader

First Place in Decision MatrixAPM Vendors 2014

Private Cloud Platforms 2013Leader

In Service Provider OSS

Leader


Analytics






• Network Performance Insight







Automation


On Premise Cloud

Hybrid

Operations


IBM Operations Management

Infrastructure ManagementReduce costs and improve Operations efficiency

Storage I Compute I Network

3rd Party Systems

Application Performance ManagementEnsure right availability of your critical business

solutions

Enabling IT Operations increase agility and maximize efficiency by providing a consolidated view and actionable insight into the health and performance of their applications and associated IT and Network infrastructures

HybridOn Premise Cloud

Operations


Predict� Collect, correlate and consolidate events from your

entire environment into a single operational view

� Turn your historical event data into insight for higher

operational efficiency with Event Analytics

� Accelerate problem isolation, identification and

resolution for greater operations agility with Event

Search Analytics

� Reduce cost and eliminate manual steps by automating

actions and execute automated diagnostics

Proven and SecurePowered by the #1 and most secure event Consolidation

soltution in the market

Broadest breadth of coverage Hundreds of out-of-the-box integrations, with included domain

intelligent event reduction rules across IT and Network

infrastructures

•Unrivalled Scalability and ResilienceTrusted scalability,redundancy and failover for very large and

growing environments – millions of events per day

Solution Benefits

IBM Netcool Operations Insight - Operations Management

Simple DeliveryReduces setup complexity, reducing Time to Value and improving

Total Cost of Ownership

“Netcool Operations Insight now with

analytics, is something that Claranet

is really excited about because we

can use that in turn to improve the

responsiveness to our customers’issues”

Mark Whitehead, Manager of Operational

Management Systems, Claranet

Operations


Netcool Operations Insight - Client Value Delivered!

Powerful

Scales from the smallest to largest

environments

Seamless

integration with your IBM and Non IBM existing management

systems

Simple

and fast with an exceptional user experience

Proven

The # 1 Operations Consolidation and event correlation

solution in the market

Secure

only event management solution with Common

Criteria EAL4+ certification*

� Transformative Analytics to Identify, diagnose

and resolve problems within seconds

� 30% Reduction in overall event load and 10%

faster MTTR

� 10% reduction in number of events presented

to operators

� Up to 75% saving on time spent performing

historical event analysis

� 75% saving on cost of ownership and reduced risk

� 60% faster in creation of custom high impact

dashboards

� 50% faster install provides basic management within 30 minutes

� 70% faster creation of event tools & prompts

• Improves Operational Agility with better Insight• Maximizes Operations Efficiency• Simplifies Delivery

Operations


IBM Netcool Operations Insight for Network Management Analytics Driven Network Management

Network Discovery and Root Cause Analysis

End-to-end visibility of your physical and virtual network infrastructure with automatic notification of

alarms that require operator action

Network Configuration AutomationDrive process automation for repeatable configuration activities to minimize errors and improve operational performance

Network Configuration Compliance ManagementControl the process of configuration change and compliance in the operations environment

(new) Network Performance InsightProvides visibility into IP flows across the network giving visibility into which applications are consuming network resources.

Operations


Analytics













Automation


On Premise Cloud

Hybrid

Performance


• Allows IT to visualize and measure performance against Service Level Agreements

• Provides the Business with a real-time dashboard of service availability/performance

Application Performance ManagementPerformance


IBM Application Performance Management

Reducing & Preventing Outages and Slowdowns for the 24/7 Application World

End users

Devices Web Servers App Servers Databases

The Network

Applications consist of many moving parts, making problem diagnosis more complexApplications consist of many moving parts, making problem diagnosis more complex

DiagnoseIsolate Repair

Pinpoint the problem to a specific part of

the environment and hand-off to the

appropriate specialist

Drill down into the details and get to the root cause of the

problem

Fix the faulty component,

validate the fix and roll back into

production

Detect that a threshold has been breached and that a problem occurred, or is about to happen

Sense

IBM Application Performance Management – Workflow

https://www.ibmserviceengage.com/application-monitoring/learn

Performance


IBM Application Performance Management Highlights

Analytics for quicker problem resolution and proactive alertsIntegrated Predictive Insights to avoid outages

Diagnose problems 90% faster

Hybrid APM for deployment flexibility

Ultimate flexibility in choice of on premise, SaaS, PaaS or any for APM that’s ready wherever and

whenever required by your business

Improve TCO by up to 45%

End user monitoring for Browser-based and Mobile Applications

Gain visibility end to end from the browser and mobile device to the back end process to ensure

optimal client experience.

Increase Client Loyalty and Satisfaction

Faster problem isolation with transaction tracking and code-level diagnostics

Isolate bottlenecks quickly with visibility into your end-to-end infrastructure and application environment

Improve availability by 60-90%

Most Comprehensive breadth of coverageMonitors a wide range of applications and resources - both traditional enterprise environments

(SAP, J2EE, .NET etc) as well as modern cloud based applications (Node.js, PHP, Ruby, MongoDB

etc)

Performance


Finding the solution that suits your needs

Complete solution with IBM Application

Performance Management Advanced:

end user experience; transaction

tracking; resource monitoring; and code-

level diagnostics

When code-level

diagnostics is not

required:

IBM Application

Performance

Management

For developers in

need of code-

level diagnostics:

IBM Application

Diagnostics

For entry-level

resource monitoring:

IBM Monitoring

Performance


Analytics













Automation


On Premise Cloud

Hybrid

Automation


Visibility, Control, and Automation for Complex Service Management Processes

Problems

Resolve root causes of incidents to

minimize impact and prevent recurrence

Configuration

Management and traceability of

every aspect of a configuration

IT Assets

Inventory, financial, and

contractual functions to support

strategic decisions

Procurement

Creation, management, and

routing of requests, purchase

orders, and contracts

Financial & Licenses

Usage accounting and

chargeback, investment

planning, auditable license T&Cs

Service Requests

Single point of entry for

handling incidents and

requests

Incidents

Restore normal service

operation as quickly as possible

Change

Standardized procedures

for efficient handling of

all changes

Release

Verifies license, test and version

status of services or assets

introduced into the infrastructure

Automation


Analytics













Automation


On Premise Cloud

Hybrid

Analytics


IBM Operations Analytics – Log Analysis

Challenge: To diagnose service problems in applications and the infrastructure supporting them involves quickly analyzing incredible amounts of both structured

and unstructured data

Expert AdviceAny competitor can isolate problems. IBM helps clients quickly

resolve them.

Breadth of Searchable DataSearch across all of your IT operational data to quickly resolve

issues

Mainframe SupportSearch System z (zLinux & zOS) logs in addition to all your other

data

Embedded AnalyticsOut-of-the-box integrations to IBM APM/ITM or 3rd-party monitoring

solutions

Search


IBM Operations Analytics – Predictive Insights

Challenge: Reacting to performance thresholds is not enough. IT Staffs must become proactive to ensure mission critical apps never go down.

Anomaly DetectionAlerting before potential issues become service impacting, enabling IT to

shift from reactive to proactive

Automated Threshold MaintenanceNo complex manual intervention to setup & maintain with 5 times

faster processing

On-Prem and SaaSPredictive Insights now available as a Service, providing additional value to

our Performance Management solutions

Supports Heterogeneous EnvironmentsOut-of-the-box integrations to IBM APM/ITM or 3rd-party monitoring

solutions

Predict


On Premise Cloud

Applications | Middleware | Systems | Storage | Wireless | Network | Buildings | Assets | Security

Operations

Provide end-to-end insight for

smarter business decisions

Performance

Ensure right availability of

critical business services

More agility with lower

cost and risk

Automation


• IT Operations

• Development

• Line of Business

Refreshed in modern, user-centric interfaces

Analytics



Client Examples and Analyst Accolades

98% reduction in Critical events

Resolved network issues before they affected customers

Reduced maintenance costs by $200k by consolidating the environment.

Gained unprecedented visibility into its complex IT environment to predict and

prevent outages

Saved $300k annually in threshold management

Avoids network outages and improves customer service

IBM is the market leader in fault and event management

IBM has advanced its capabilities with significant innovations in the area of

operational intelligence for both real time and historical analytics

IBM is #1 in IT OperationsManagement Software, Worldwide, 2013

Clarenet Uses IBM Netcool Operations Insight with Analytics for

IT Operations Agility & Efficiency

Mibtree Uses IBM Network Operations Insight with Analytics for

Better IT Agility and Efficiency

Consolidated Communications Uses IBM SmartCloud Analytics for Predictive Outage Avoidance


ITSM Reference Architecture


IT/Network Operations Center Operations

THANK YOU