Achieving Business Value with Tivoli Service Management Examples of customer deployments Henrik Toft, WW Tivoli Tiger Team

1. Achieving Business Value
with Tivoli Service Management
Examples of customer deployments
By Henrik Toft
© IBM Svenska AB

2. Agenda
• Defining Service Managmenet
• Defining Business Value
• Customer example 1
• Customer example 2
• Customer example 3
• Customer example 4
• Customer example 5
• Customer example 6
• Customer example 7
• Customer example 8
• Customer example 9
• Customer example 10

3. Defining Service Management
• The primary objective of Service Management is
to ensure that the IT services are aligned to the
business needs and actively support them.
– IT services underpin the business processes
– IT acts as an agent for business transformation
The The IT
Customers Business Dept.
Think like a service provider

4. Manage customer expetations
How to optimize

5. Business Value
ROI

6. Defining Business Value
Typical quantified benefits for the organization are:
• Productivity savings due to improved
problem resolution
• Reduced business impact losses due
to reduction in IT outage
• Productivity savings due to visibility,
control and automation
• Productivity savings in IT and
Business due to optimized
communication
• Optimization of HW, SW and
Procurement
The Tivoli solution

7. The Tivoli solution

8. The Tivoli solution
Theory vs practise
opkøb

9. Theory vs. Practice
First cust. ex - discovery
Customer

11. The Tivoli solution
Complex infrastructure

12. Asset and Dependancy Discovery
Manual doc

13. Asset and Dependancy
Humm….

14. Asset and Dependancy Discovery
• Example1 - Nordic based customer, public sector
Humm….
Idle servers

15. Asset and Dependancy Discovery
• Example1 - Nordic based customer, public sector
Zoomed view

16. Asset and Dependancy Discovery
• Example1 - Nordic based customer, public sector
WMwware

17. Visualize VMware
• Example1 - Nordic based customer, public sector
All CI’s

18. Asset and Dependancy Discovery
ex2 - CMDB

19. Asset Discovery
• Example2 – German customer, technology services
ex3 – 50% wrong inv
history

20. Asset Discovery
• Example 3
• Nordic based customer, Finance sector.
• Even the most disciplined organizations find that
manual and/or agent based Inventory discovery
is not good enough.
• Few weeks of TADDM deployment revealed that
they only had 4000 and not 6000 servers !
Ex4 - security
history

21. Asset Discovery
• Example 4
• Nordic customer, public sector, 1500 servers
• TADDM revealed a number of security issues
(open ports, insufficient patch levels and more)
dependency
history

22. Asset and Dependancy Discovery
Ex5 -

23. Asset and Dependancy Discovery
• Example 5
• Nordic customer, health sector, 26.000 emp.
• Lacked updated documentation of Critical
business apps.
history

24. Asset and Dependancy Discovery
• Still customer example 5
From discovery to change mgt
history

25. The Tivoli solution
Murphy's law - Anything that can possibly go wrong, does

26. Change Management
80% of service interruption is
caused by operator error or poor
change control (Gartner)
Proper Change Management
quickly becomes a key information
source in incident handling
Proper Change Management
improve customer satisfaction.
Ex6 – Change Mgt
history

27. Change Management
• Example 6
• Nordic customer, 70 people in IT operations
Measure KPIs to improve

28. Change Management
• Example 6
• Nordic customer, 70 people in IT operations
Ext vendors

29. Change Management
• Example 6
• Nordic customer, 70 people in IT operations
Ext vendors

30. Change Management
25
• Still Example 6 v
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fin or
• 180 external vendors identified ed s
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From change to service catalog

31. The Tivoli solution
Def. Service catalog

32. Service Catalog
• On stop shop
• Pre-configured approval flows
• Improved customer satisfaction
• Traceability
• Reporting
• First step toward
automating delivery
Ex7 – service catalog

33. Service Catalog
• Example 7
Nordic customer, Industrial sector
Order page

34. Service Catalog
• Example 7
Nordic customer, Industrial sector
travel

35. Service Catalog
• Example 7
Nordic customer, Industrial sector
Order page

36. Service Catalog
• Example 7
Nordic customer, Industrial sector
Office moves

37. Service Catalog
• Example 7
Nordic customer, Industrial sector
email

38. Service Catalog
• Example 7
Nordic customer, Industrial sector
Pop quiz

39. Service Catalog
• Example 7
Nordic customer, Industrial sector
• How many services do you think this customer
has implemented?
• 100 services
Monitoring

40. The Tivoli solution
Complex it services

41. Customer examples
Monitoring
Monitoring Cis

42. Customer examples
Monitoring – infrastrucutre (CI’s)
OS

43. Monitoring Operating systems
Provides key performance insights into operating systems
• CPU
• Memory
• Disk
• Network
• Processes
• Users
Platforms supported
• AIX
• Windows
• Linux
• Solaris
• HP-UX
• I5/OS
Virtual env

44. Monitoring Virtualized Environments
Provides key performance insights into virtualized environments
• utilization of physical server
• allocated resources per virtual machine
• utilization per virtual machine
• Overall health of the
virtualized environment
Virtualized Platforms supported
• VMware
• Hyper-V
• AIX / IBM System p
• Solaris Containers
• NetApp
• Citrix
DB

45. Monitoring Databases
• Gain visibility into database availability and
performance
– Database details, Failed SQL statements, Application Locks, Table spaces, SQL texts
• Out of box best practice monitoring thresholds
– IO errors, free space warnings, cache thresholds, lock warnings, wait times,
SQL statement failed percentage etc.
• Monitoring automation using any
monitored database attributes
– Notify SMEs and operators or take
automatic actions such as start,
stop, rebind, reorg or any custom
command
• Historical reports show past usage
• Databases monitored
– Oracle, DB2, MS SQL Server, Sybase
Predict

46. Capacity and Performance Analytics
• Provides predictive “reporting, forecasting and alerting” based on
trends analysis presented with confidence and strength levels
• Uses existing
IBM Tivoli
Monitoring
infrastructure
Ex8 – predicting disk/CPU

47. • Example 8
• Nordic customer, 120 IT people
• Now getting alarms when disk or CPU utilization
is predicted to become critical within the next 10
days
Response time

48. Monitoring – responce time
Ex9 – service provider

49. Monitoring – responce time
• Example 9
• Nordic customer, Service provider
Confidential
Confidential Confidential
Advanced reporting

50. Monitoring – responce time
SLA reporting

51. Monitoring – responce time
Business service monitoring

52. Monitoring – services
Red-yellow-green

53. Monitoring – services
Visualize service tree

54. Monitoring – services
Ex10 - TBSM

55. Monitoring - Services
• Example 10
• Nordic customer, Technical Wholesale
Confidential

56. Thanks