Challenges like competitive pressures, compliance activities and higher operational costs make service management more critical than ever. To keep up, IT operations must constantly improve visibility, control and automation while bridging the gaps among business, development and daily operations.
Service management solutions White paper
Make ITIL actionable with comprehensive
IBM Service Management solutions.
December 2007Make ITIL actionable with comprehensive IBM Service Management solutions.2
OverviewContents Competitive pressures, the growing burden of compliance activities,
2 Overview soaring operational costs, ongoing needs to innovate and other challenges
3 Review current issues in IT service make service management a business-critical part of any organization today.
management As a result, IT operations must constantly improve visibility, control and
4 Manage value with IBM Service automation over key IT projects while bridging the gaps among business,
Management development and daily operations.
5 Support ITIL best practices with comprehensive IBM solutions To help meet today's challenges in service management, IBM provides the
6 Asset management and IBM Service Management Simulator Workshop to its worldwide customers.
configuration management The Service Management Simulator Workshop is a new approach where
7 Incident management customers learn through four hands-on sessions that identify issues affecting
7 Problem management service management and corporate profitability in a simulated organization.
9 Change management and With each session, the participants actively experience how practical process
release management improvements can help IT operations meet service level agreement (SLA)
10 Service level management targets and enhance overall corporate profitability.
11 Availability management and capacity management With lessons learned from the Service Management Simulator Workshop,
12 IT service continuity management individuals can apply their knowledge within their own organizations to take
13 Financial management service management to the next level and help establish greater efficiency,
13 Security management improve value and reduce risks.
15 Summary 15 For more information 16 About IBM solutions for enabling IT governance and risk managementMake ITIL actionable with comprehensive IBM Service Management solutions.3
IBM was selected a "Leader" in Forrester's 2007 Business Service Management Wave report; IBM was also selected a "Leader" by Gartner in its 2006 Event Correlation and Analysis Magic Quadrant for "Completeness of Vision" and "Ability to Execute."
The Service Management Simulator main screen provides a real-time view of down systems, met SLAs, pending shipments and revenue.
Review current issues in IT service managementParticipants in the Service Management Simulator Workshop have the oppor-tunity to clearly and rapidly identify critical service management issues that can lead to low customer satisfaction, poor service, increased cost of services and lost revenues. Make ITIL actionable with comprehensive IBM Service Management solutions.4
These issues cover a wide array of situations involving processes, projects, Highlights services and technology:
. IT attempts too many changes, some of which cause new problems or lead to failed deployments.. Metrics are not linked to key performance indicators (KPIs) for proper SLA management.. SLAs are managed against the wrong metrics.. IT lacks the ability to perform proper audits or must perform audits manually.. The help desk is in reactive mode, targeted at rapid incident closure instead of incident reduction.. Tech support lacks information and tools to adequately determine the root causes of problems.. IT lacks an adequate understanding of the full scope of assets and infrastructure configurations.. Historical information is unavailable for trend analysis.. Management tools can perform only limited integration of information.
Drawing from over 25 years of experience in service management, IBM has found that these difficulties often stem from a lack of visibility, control and automation. Inadequate visibility can mean that organizations often lack the critical business insight needed to meet their business objectives. Insufficient control can lead to problems, security challenges and unplanned operational expense. Limited automation results in soaring costs for operations and labor - as much as 70 percent of the IT budget in some organizations.
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