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Competitive pressures, the growing burden of compliance activities, soaring operational costs, ongoing needs to innovate and other challenges make service management a business-critical part of any organization today. As a result, IT operations must constantly improve visibility, control and automation over key IT projects while bridging the gaps among business, development and daily operations.To help meet today’s challenges in service management, IBM provides the IBM Service Management Simulator Workshop to its worldwide customers. The Service Management Simulator Workshop is a new approach where customers learn through four hands-on sessions that identify issues affecting service management and corporate profitability in a simulated organization. With each session, the participants actively experience how practical process improvements can help IT operations meet service level agreement (SLA) targets and enhance overall corporate profitability. With lessons learned from the Service Management Simulator Workshop, individuals can apply their knowledge within their own organizations to take service management to the next level and help establish greater efficiency, improve value and reduce risks.
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.
Manage value with IBM Service Management
To address today’s service management issues, many organizations take advantage of IBM Governance and Risk Management solutions. These solutions are based on IBM Service Management principles that are designed to maximize investments and make service management and IT Infrastructure Library® (ITIL®) processes actionable. The result is a proven approach that helps drive service quality and value through improved visibility, control and automation.
To contain costs and improve IT infrastructure effectiveness and efficiency, companies should track, manage and maintain IT assets, including configura-tion changes, throughout the life cycle and across the enterprise. However, the growing number of users, fast-changing business conditions, fluctuating workloads and sheer complexity of today’s IT environments make asset management and configuration management especially challenging.
- IBM Tivoli® Change and Configuration Management Database (CCMDB) provides an enterprise-ready platform for storing deep, standardized data on configurations and change histories to help integrate people, processes, information and technology. This scalable solution provides data integration and federation, with a single master view of configuration items (CIs) from dispa-rate data sources to help maintain the connectivity to and relevance of source data. Tivoli CCMDB includes a nonintrusive, agent-free discovery solution that provides fast, automated application discovery, deep configuration detail, enterprise-class security and easy integration.
- IBM Tivoli Asset Management for IT tracks and manages hardware, software and related infor-mation throughout the life cycle. The product helps optimize IT asset utilization and IT service levels efficiently while helping reduce IT asset costs by redeploying underutilized assets and helping avoid software overlicensing. In addition, Tivoli Asset Management for IT can improve service desk quality and incident resolution time by leveraging accurate, timely IT asset information.
- IBM Tivoli Provisioning Manager enhances usability for executing changes. Built on a service oriented architecture (SOA), the product helps organizations with provisioning, configuration and maintenance of servers and virtual servers, operating systems, middleware, applications, storage and network devices. Users can also benefit from significant ease-of-use enhancements, including a new user interface, better reporting and streamlined use scenarios that enhance visibility and support improved decision making.
For proper incident management, organizations should address service desk efficiency and effectiveness, minimize service disruptions, maintain customer satisfaction and reduce costs.
- IBM Tivoli Service Request Manager provides service desk, incident management and problem management capabilities, backed by proven, effective service support and asset manage-ment processes. End-user problem resolution has automatic priority over root-cause analysis, thereby helping increase service levels and employee productivity. End users can access a self-service, browser-based interface to submit incidents and service requests, view updates and search solutions. The e-mail listener feature efficiently processes inbound e-mails into service requests. Ticket templates save time by prepopulating work-order fields with information found in the service request.
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