IBM Service Management
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1 IBM Service IBM Service Platform Henrik Toft Solution Manager IBM Service 2008 IBM Corporation May 15, 2008
2 Best practice Service history GITIL ITIL v1 ITIL v2 ITIL v3 Time (mid 80s) (late 80s) (2001) (2007) BS15000 BS15000 (2002) ISO20000 (2000) (2005) Cobit 1 (1996) Cobit 2 (1998) Cobit 3 (20000) Cobit 4 (2005) Cobit 4.1 (2007) First CMM Last CMM CMMI 1.1 CMMI 1.2 (1987) (1997) (20002) (2006) etom Lean Sigma Other. E-SCM SSME 2
3 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 audience While the trend is towards convergence today organisations must integrate best practices from multiple sources into their management system 3
4 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 The real goal getting from best practices ( we know ) to effective implementation ( we do ) 4
5 Development planning Application planning Data planning Systems planning Project planning Development and Proj. assignment Proj. scheduling Proj. controlling Proj. requirement control Proj. evaluating Development and Maintenance Application/software dev. & upgrade Appl./soft. procurement & upgrade Hardware/facility install. & upgrade Maintenance Tuning and system balancing system dev.. & upgrade Strategic planning and control Business strategic planning Architecture definition I/S strategic planning and control Service planning planning Service mkt. planning system Service level planning planning Recovery planning system Security planning monitoring Audit planning Resource planning Capacity planning Skills planning Budget planning Tactical plan mgmt. Resource control Change control Resource and data inventory control Administrative services Financial administration Staff performance Education/training Service Control Production and Dist. scheduling Resource and data performance control Problem control Service evaluating Information services Production Distribution IT Governance IT Customer & Relationships System IT Governance & Stakeholder Requirements System Framework IT Governance & IT Customer Transformation System Capabilities IT Governance & Service Marketing and Sales System Operation IT Governance & Service Level System Evaluation Customer Satisfaction IT Direction IT Strategy IT Research and Innovation Architecture Risk IT Portfolio Program and Project Manage the Business of IT Solution Development Solution Requirements Solution Analysis and Design Solution Build Solution Test Solution Acceptance Solution Deployment Change Release Configuration IT Operational Services Service Execution Data Event Contact Incident Problem IT Resilience Compliance Security Availability Capacity Facility IT Service Continuity IT Administration Financial Asset Supplier Relationship Service Pricing and Contract Administration Workforce Knowledge IBM Tivoli Software IBM has a long history of service management leadership Public Domain Development Academia Other Models ITIL Managers Set Environmental Planning to implement service management Computer Software Set Operations Support Set Set Service management The ICT Service support Environmental business Infrastructure Office perspective management Strategy Set Environment Service delivery Set Security Software Asset management v1 Service v2 Application management v3 Service Delivery Networks Support Set Set Set The business The technology ISO IEC escm SSME IBM Development IBM Information Systems Architecture Information System Architecture Strategic level processes Tactical level process Operational level process Maintenance control D Customer services Service marketing Support IT Services and Solutions IBM IT Process Model Manage IT Assets and Infrastructure Deliver Operational Services Satisfy Customer Relationships Deploy Solutions Realize Solutions Provide Enterprise IT System Manage IT Business Value IBM Systems Solution Life Cycle Phase 1 Define Solution Approach Assessment Strategy Solution Selection Operation Manage Delivery Phase 4 Deliver Service Phase 2 Design Solution Architecture Processes Data Organization High Level Design Detail Design Develop Deploy Phase 3 Implement Solution IBM Component Business Model for the Business of IT IBM Process Reference Model for IT IBM Tivoli Unified Process 5
6 IBMs view on ITSM is broader than IT, hence we call it IBM Service 6
7 Lessons from Automating Business Processes ERP Evolution Started with Manufacturing Added Forecasting Integrated Data Model Added HR Extended Data Model Developed Workflow Extended to Supply Chain Added Policy Control Manu facturing Forecast HR Supply Chain Workflow Policy Workflow Common Common Data Model Data Common ModelData Model 7
8 Applying ERP Concepts to Service Policy Manu facturing Forecast HR Supply Change Config Problem Service Incident uration Chain Level Workflow Common Data Model Designed from the ground up for Service Avoids requirements for multiple planes of consultants Built-in best practices replace need for process consultants 8
9 IBM Service (ISM) is all about SOLUTIONS People Roles, teams & functions Skill requirements Job descriptions Performance indicators Staffing levels Resource acquisition Training curriculum Staff training Technology ITSM architecture Tool installation Development environments Customisation and integration Testing Deployment IBM Service Process Policies and governance Process design Detailed workflows Technology and information requirements Workflow implementation Procedures Information Information requirements (WP s and WP Content) Data model Information flows Interfaces and integration Measurements Reports 9
10 Service is about aligning IT to the Business and about cultural change Business reference model Business reference model for IT Process reference model for IT Implementation reference model for IT 10
11 the Component Business Model Example: consumer packaged goods Product Customer Relationship Manufacturing Supply Chain & Distribution Business Administration Strategic view Strategic differentiation Competitive parity Basic Strategy Tactics Execution Category/Brand Strategy Category/Brand Planning Brand P&L Matching Supply and Demand Marketing Development & Effectiveness Product Ideation Concept/Product Testing Product Development Product Marketing Execution Consumer Service Product Directory Customer Relationship Strategy Customer Relationship Planning Assessing Customer Satisfaction Customer Insights Account Value-Added Services Customer Account Servicing Retail Marketing Execution In-store Inventory Mgmt Customer Directory Manufacturing Strategy Supplier Relationship Production and Materials Planning Manufacturing Oversight Supplier Control Make Products Assemble/Pkg. Products Plant Inventory Manufacturing Procurement Supply Chain Strategy Supply Chain Planning Distribution Oversight In-bound Logistics Out-bound Logistics Distribution Center Operations Transportation Resources En route Inventory Corporate Strategy Corporate Planning Alliance Line of Business Planning Business Performance External Market Analysis Organization and Process Design Legal and Regulatory Compliance Treasury and Risk Accounting and GL Indirect Procurement Facilities and Equipment HR Administration IT Systems and Operations 11
12 Service is about aligning IT to the Business and about cultural change Business reference model Business reference model for IT Process reference model for IT Implementation reference model for IT 12
13 A Business Model for the business of IT IT Customer Relationship IT Business Business Resilience Information and Knowledge Service and Solution Development Service and Solution Deployment Service Delivery and Support Core Capability Hybrid Basic Operations Directing Controlling Executing Business Enablement Service & Solution Strategy Business Performance Planning Demand Communications Planning Business Performance IT Services and Solution Marketing Business Technology Strategy Enterprise Architecture Portfolio Technology Innovation Financial Business Technology Performance & Value Human Resources IT Financial Staff Administration & Development Supplier and Contract Administration Business Resilience Strategy Regulatory Compliance Strategy Integrated Risk Strategy Continuous Business Operations Regulatory Compliance Integrated Risk Security, Privacy & Data Protection Business Resilience Regulatory Compliance Remediation Information Strategy Knowledge Strategy Information Architecture Information Resource Knowledge Resource Data and Content Knowledge Capture And Availability Development Strategy Services and Solutions Lifecycle Planning Services and Solutions Architecture Service and Solution Creation Service and Solution Maintenance Deployment Strategy Change Planning Release Planning Change Implementation Release Implementation Services Delivery Strategy IT Support Strategy Operations Planning Infrastructure Resource Planning Support Services Planning Support Services Infrastructure Resource Infrastructure Operations 13
14 Service is about aligning IT to the Business and about cultural change Business reference model Business reference model for IT Process reference model for IT Implementation reference model for IT 14
15 15 IBM Tivoli Software THE PRM-IT MODEL: Processes 41 processes across eight categories IT Governance and System IT Governance and System IT Governance and System Framework Framework IT Governance and Capabilities IT Governance and Capabilities IT System Operation IT System Operation IT Governance and System IT Governance and System Evaluation Evaluation IT Customer Relationships Stakeholder Requirements Stakeholder Requirements IT IT Customer Customer Transformation Transformation Service Marketing and Sales Service Marketing and Sales Service Service Level Level Customer Satisfaction Customer Satisfaction IT Direction IT Strategy IT Strategy IT Research and Innovation IT Research and Innovation Architecture Architecture Risk Risk IT Portfolio IT Portfolio Program Program and and Project Project Solution Development Solution Requirements Solution Requirements Solution Analysis and Design Solution Analysis and Design Solution Build Solution Build Solution Test Solution Test Solution Acceptance Solution Acceptance PRM-IT V2 Solution Deployment Change Change Release Release Configuration Configuration IT Operational Services Service Execution Service Execution Data Data Event Event Contact Contact Incident Incident Problem Problem IT Resilience Compliance Compliance Security Security Availability Availability Capacity Capacity Facility Facility IT Service Continuity IT Service Continuity IT Administration Financial Financial Asset Asset Supplier Supplier Relationship Relationship Service Pricing and Service Pricing and Contract Administration Contract Administration Workforce Workforce Knowledge Knowledge
16 Service is about aligning IT to the Business and about cultural change Business reference model Business reference model for IT Process reference model for IT Implementation reference model for IT 16
17 The IBM Tivoli Unified Process (ITUP) provides our clients with detailed guidance on how to make ITIL actionable 17
18 Service is about aligning IT to the Business and about cultural change Business reference model Business reference model for IT Paper defined processes does not drive cultural change regardless of good intensions. Process reference model for IT Implementation reference model for IT Automation tools are in reality the catalyst that ensure processes are seamlessly implemented and thus drive the cultural change. 18
19 IBM Service (ISM) is all about SOLUTIONS People Roles, teams & functions Skill requirements Job descriptions Performance indicators Staffing levels Resource acquisition Training curriculum Staff training Technology ITSM architecture Tool installation Development environments Customisation and integration Testing Deployment IBM Service Process Policies and governance Process design Detailed workflows Technology and information requirements Workflow implementation Procedures Information Information requirements (WP s and WP Content) Data model Information flows Interfaces and integration Measurements Reports 19
20 Tivoli are investing in Service technologies - technologies, not market share! IBM Service Process Change and Configuration Composite Application Service Platform Operational Network and monitoring Software Asset Mgmt Best Practices & Services Best Practices Performance Monitoring Software Usage Metering Automated Provisioning Asset and Service Service Delivery & Support Enterprise Asset Mgmt 20
21 IBM Service Advantage An architecture built to support full automation Built on process management standards PRM-IT Process - Delivers maximum value and flexibility Built on SOA foundation Interface Integration Modules Data Layer Common Tools - Better integration with IBM and non-ibm applications - Seamless version to version upgrades of customizations Flexible data layer that supports WSDM, DMTF, etc. Integration Modules - Integrates with IBM and non IBM processes and apps Operational Products OMPs that support OASIS, SNIA, RDMA and other open standards - Delivers richest capabilities and domain specific automation IT Infrastructure 21
22 Presenting the IBM Service Tivoli Process Automation Platform - TPAP Common Interface Common Configuration Services Web Based Configurable Configurable by roles Workflow Interfaces Data Extensions Process Workflow Runtime & Services Collaboration Notification Escalation Security Role base data access Reporting Engine Data Visualization Report Definition CIs Attributes Relationships Common Data Subsystem Assets Attributes Relationships Process Artifacts Related to CIs and Assets Meta Data Configurations Process Out of the Box Reports 22
23 Presenting the IBM Service Tivoli Process Automation Platform - TPAP Common Interface Common Configuration Services Enterprise Asset Mgmt Web Based Workflow Configurable Configurable by roles Interfaces Data Extensions Process Workflow Runtime & Services Collaboration Notification Escalation Security Role base data access Reporting Engine Data Visualization Report Definition CIs Attributes Relationships Common Data Subsystem Assets Attributes Relationships Process Artifacts Related to CIs and Assets Meta Data Configurations Process Out of the Box Reports 23
24 TPAP is based on the Maximo Technology that IBM acquired via the 2006 acquisition of MRO software MRO Software was Founded in 1968 Public company since 1994 Over 900 employees worldwide 20+ WW locations Headquartered in Bedford, MA MRO Software is the only vendor to have been placed in the EAM Leader s Quadrant 10 times since 1998 More than 10,000 Maximo customers worldwide Maximo technology has been based on J2EE since
25 Build on Standards based technology Modern yet Mature Built on standards SOA and Web services - Standards-based interfaces J2EE - Standards-based business logic HTML - Standards-based user interface XML - Standards-based messages and configurations Enterprise level security and authentication Single Sign On and LDAP - Enterprise level user mgmt and authentication HTTPS (SSL) - Internet level transmission security DESede - Proven data storage security Zero code (stored permanently) on the client 25
26 Presenting the IBM Service Tivoli Process Automation Platform - TPAP Common Interface Common Configuration Services Web Based Configurable Configurable by roles Workflow Interfaces Data Extensions Process Workflow Runtime & Services Collaboration Notification Escalation Security Role base data access Reporting Engine Data Visualization Report Definition CIs Attributes Relationships Common Data Subsystem Assets Attributes Relationships Process Artifacts Related to CIs and Assets Meta Data Configurations Process Out of the Box Reports 26
27 CCMDB 7.1 leverages the platform to deliver the most robust solution for Change and Configuration in the industry Common Interface Common Configuration Services Change & Configuration Mgmt Service Delivery & Support Web Based Workflow Process Workflow Runtime & Services Configurable Interfaces Collaboration Notification Escalation Security Configurable by roles Data Extensions Role base data access Reporting Engine Out of the Box Reports Data Visualization Report Definition CIs Attributes Relationships Common Data Subsystem Assets Attributes Relationships Process Artifacts Related to CIs and Assets Meta Data Configurations Process Discovery and Application Dependency Mapping Reconciliation Federation Discovery Discovery Library Operational Mgmt Products IBM and Non-IBM Software Application Mgmt Server/Device Mgmt Network Mgmt Storage Mgmt Security Mgmt Discovery tools Customer developed IT Infrastructure (Server, Storage, Network, Security, Software, Applications, Transactions, Services) 27
28 IBM Service 7.1. suite Common Interface Web Based Common Configuration Services Workflow Change & Configuration Mgmt Service Delivery & Support Service Request Mgmt Capacity Service Order Mgmt Mgmt Incident & Problem Mgmt Release Mgmt Storage Mgmt IT Asset Mgmt Enterprise Asset Mgmt Process Workflow Runtime & Services Configurable Configurable by roles Interfaces Data Extensions Collaboration Notification Escalation Security Integration Modules Role base data access Reporting Engine Out of the Box Reports Data Visualization Report Definition CIs Attributes Relationships Common Data Subsystem Assets Attributes Relationships Process Artifacts Related to CIs and Assets Meta Data Configurations Process Discovery and Application Dependency Mapping Reconciliation Federation Discovery Discovery Library Operational Mgmt Products IBM and Non-IBM Software Application Mgmt Server/Device Mgmt Network Mgmt Storage Mgmt Security Mgmt Discovery tools Customer developed IT Infrastructure (Server, Storage, Network, Security, Software, Applications, Transactions, Services) 28
29 The Application Dependency Challenge The Service Manager asked about which service could be impacted by the planned change 29
30 CCMDB Centralize and Converge Asset Discovery Business Services 30
31 CCMDB Centralize and Converge Asset Discovery of Cross-Tier infrastructure components and applications Business Applications Application Software Computer Systems Physical Devices Relationships & Dependencies 31
32 Topology Business Applications 32
33 Topology Application Infrastructure 33
34 Topology Physical Infrastructure 34
35 Relationship 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 35
36 Identify Changes to Assist Problem Resolution Step 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 36
37 Audit Configuration Items via Comparison Select identical component types to run a comparison report Enables easy comparison of like CIs to a master copy Dissimilar attribute values are highlighted 37
38 IBM Service 7.1. suite Common Interface Web Based Common Configuration Services Workflow Change & Configuration Mgmt Service Delivery & Support Service Request Mgmt Capacity Service Order Mgmt Mgmt Incident & Problem Mgmt Release Mgmt Storage Mgmt IT Asset Mgmt Enterprise Asset Mgmt Process Workflow Runtime & Services Configurable Configurable by roles Interfaces Data Extensions Collaboration Notification Escalation Security Integration Modules Role base data access Reporting Engine Out of the Box Reports Data Visualization Report Definition CIs Attributes Relationships Common Data Subsystem Assets Attributes Relationships Process Artifacts Related to CIs and Assets Meta Data Configurations Process Discovery and Application Dependency Mapping Reconciliation Federation Discovery Discovery Library Operational Mgmt Products IBM and Non-IBM Software Application Mgmt Server/Device Mgmt Network Mgmt Storage Mgmt Security Mgmt Discovery tools Customer developed IT Infrastructure (Server, Storage, Network, Security, Software, Applications, Transactions, Services) 38
39 39
40 IBM Service 7.1. suite Common Interface Web Based Common Configuration Services Workflow Change & Configuration Mgmt Service Delivery & Support Service Request Mgmt Capacity Service Order Mgmt Mgmt Incident & Problem Mgmt Release Mgmt Storage Mgmt IT Asset Mgmt Enterprise Asset Mgmt Process Workflow Runtime & Services Configurable Configurable by roles Interfaces Data Extensions Collaboration Notification Escalation Security Integration Modules Role base data access Reporting Engine Out of the Box Reports Data Visualization Report Definition CIs Attributes Relationships Common Data Subsystem Assets Attributes Relationships Process Artifacts Related to CIs and Assets Meta Data Configurations Process Discovery and Application Dependency Mapping Reconciliation Federation Discovery Discovery Library Operational Mgmt Products IBM and Non-IBM Software Application Mgmt Server/Device Mgmt Network Mgmt Storage Mgmt Security Mgmt Discovery tools Customer developed IT Infrastructure (Server, Storage, Network, Security, Software, Applications, Transactions, Services) 40
41 41
42 IBM Software Group Thanks Henrik Toft IBM Service Solution Leader IBM Northeast Europe Mobile: Software 2008 IBM Corporation
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