An opportunity to think and act in new ways: Service Creation Service Delivery Service Management John Frech, Vice President WW Sales, Integrated Service Management Tiger Team

1. John C Frech
IBM
Vice President, Worldwide Sales, Service Manangement © 2011 IBM Corporation

2. INSTRUMENTED INTERCONNECTED INTELLIGENT
+ + =
An opportunity to think and act in new ways:
Service Creation
Service Delivery
Service Management
© 2011 IBM Corporation

3. + + =
What is a Service? Something that drives
revenue, mitigates a risk, saves expense
Services are underpinned by assets, including IT, but extending
to the enterprise. Inclusion of enterprise or business assets
delivers true “integrated service management”
© 2011 IBM Corporation

4. Today’s businesses face an unparalleled rate of change
Differentiate their Enable business
products and flexibility
services
Manage business Exploit
transformations globalization
React to rapid Implement changing
market shifts regulatory mandates
© 2011 IBM Corporation

5. The Key to Success? Integrated Service Management
VISIBILITY CONTROL AUTOMATION
Monitor in real- React quickly & effectively Achieve efficiency
time
Business Critical Services & Assets
Information Business
Technology Infrastructure
INTERCONNECTED INSTRUMENTED INTELLIGENT
Delivers visibility, control and automation ™ across the end-to-end business
infrastructure and the integrated service chain
© 2011 IBM Corporation

6. A single source of truth across all operations centers provides the
visibility and control needed for enterprise-wide consolidation…
Foundational requirements:
Service status &
impact analysis
Discovery, mapping and monitoring of
interdependent, heterogeneous physical &
virtual environments.
Consolidation of service events & data from
Root cause multi-vendor tools
identification across
data centers and
silos
Predictive analytics, root cause analysis, &
impact analysis for services, not just silos.
Real-time KPIs &
Real- Real-time tracking of business & operational
Predictive performance indicators
Analytics
Integrated visualization, navigation, reporting,
& automated actions for all users from a
common operations dashboard.
Multiple data centers. Heterogeneous IBM and 3rd Party Systems
5 © 2011 IBM Corporation

7. Without cloud computing With cloud computing
Virtualized resources Location independent
Automated service management Rapid scalability
Standardized services Self-service
• Software
• Hardware
• Storage
• Networking
• Software
• Hardware Software •Storage
• Storage Hardware •Networking
• Networking
Note: Elements of cloud computing taken from NIST, Gartner, Forrester and IDC cloud computing definitions
© 2011 IBM Corporation

8. Delivering Integrated Service Management with Cloud solutions
plays a critical role in Smarter Computing
Tuned to the task
Drive greater performance and efficiency using
Optimized Systems for each workload for superior economics.
Designed for data Managed in the Cloud
Harness all available information including Deliver new services with Cloud and reinvent
Big Data to unlock insights for better decision making. business processes to drive innovation.
© 2011 IBM Corporation

9. Strategies to Reduce Costs and Improve Value
Optimize the Overall IT Environment
Consolidate Hardware
Infrastructure
Appl Appl
Appl Appl
SOA Appl
Appl
Eliminate Redundant
Software and Data Compress
Deduplicate
Integrate
Archive
Integrated Service Management
Improve Service
Delivery
Visibility Control Automation Cloud Computing
© 2011 IBM Corporation

10. Workload Optimized Systems with Integrated Service Management
speeds consolidation and standardization across IT…
Optimized Data Center
Today’s Data Centers
Integrated Service Management
Siloed service delivery processes
Strategy
Metrics
Lifecycle Higher Lower
Quality Integrated Service Delivery Process
Management Risk
Multiple platform management systems
Platform Productivity Single Source of Productivity
Management Savings Truth Savings
Systems & CapEx CapEx
Hardware Savings Savings
Sub-optimized, heterogeneous, multi-vendor systems 3rd Party
Consolidation & virtualization Workload-optimization on
on IBM (e.g. zEnterprise) IBM Systems
© 2011 IBM Corporation

11. Closed-loop Cloud Service Management capabilities transform operations
& infrastructure into an integrated system for automated, self-service…
Design
 Integrated architecture, development & testing platform
 Secure by design
 Workload optimized systems and middleware
 Pre-integrated cloud & managed services
ISM Platform
Cloud
Private Hybrid Public
Management
Manage Deliver
 Access, identity and threat protection  Integrated design & delivery
 Real-time service monitoring & analytics for heterogeneous – Automated composite image capture, library &
virtual environments provisioning
 High availability, workload optimization, data storage, – Self-service catalog for automated provisioning
archiving and recovery of test and production environments
© 2011 IBM Corporation
 Metering, accounting and billing

12. When it comes to Cloud – image is everything! Success requires
integrated lifecycle management for composite service images
DELIVER: Federated Virtual Image Library
Standardized Service Catalog
Collection of approved service
images with self-service request & Architecture & Application design
delivery
MANAGE:
Automated deployment and cloning
DESIGN:
Composite Golden Image Predictability & Integrity of
Service
Interdependent applications, Policies auto-applied & Monitoring & capacity planning
middleware & systems enforced according to unique
service profile.
Application & system availability
Unified Backup & Recovery
Enterprise-wide threat protection
© 2011 IBM Corporation

13. How can you raise the business value of your service
management selling?
Measure project success based on business outcomes!
Revenue
“The value of integration isn’t the technology
Expense connections, it’s the business analytics I can
now do. All my data sources are connected,
Compliance leading to results like better customer
service.”- Pat Graham, CIO, CenterPoint
Energy, Tivoli Board of Advisors
© 2011 IBM Corporation