1. IT Service Management Unifying Automation, Security and Storage
0.0
Norman Wilkinson
Service Management Leader
IBM Tivoli Software
UK, Ireland & South Africa

2. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
Agenda
The drive towards IT Service Management
What lies beneath a Business Service
What to do and how to do it
The ‘Big Picture’
Key initiatives & phased approach
IBM as a strategic ITSM Partner
0.5

3. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
The drive to IT Service Management
Business
Relationship
Business
Relationship
Business
Relationship
Demand for
Services
Demand for
Services
Demand for
Services
Service
Provider
External
Customer
Internal
Customer
Service
Provider
Service
Delivery
Service
Delivery
Service
Delivery IT
Outsourcer
The
Business/Unit IT
Department
Freedom of choice
Easy, remote access to services
Whenever I want - Wherever I am
My Account control
Instant transactions
Fast and reliable
Secure my personal data
Paperless and people-free
Guaranteed service availability
Guaranteed performance
New customer acquisition
Customer retention
Primary route-to-market
Primary revenue stream
Fast time-to-market
Competitive advantage
Infrastructure management tooling
Ability to find and fix problems fast
Simplify and centralize for productivity
Manage change without impacting service
Align IT to the needs of the business
Perform within SLA thresholds
Manage capacity for unpredictable demand
Secure against unauthorized access
1.0

4. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
The drive to IT Service Management
Incorporated September 1995
2000 GMV of $ bn
2005 GMV of $ 44.3 bn
6 million listings added per day
Users trade $1,511 worth of goods every second
June 1999 – a 21 hour outage cost $ 3.9m in
Q2 lost revenues
Today that would equate to $ 106m
CNN Money - August 1999
All other information sourced from ebay.com and Annual Reports
1.0
eBay Stats No. Registered Users 22.4m 94.9m 180.6m
GMV $ bn 23.7bn 44.3bn
No. of non-store listings 264m m 1.6 bn 1

5. Transaction Performance
IT Service Management
Unifying Automation, Security and Storage
What lies beneath a
Business Service
ID Provisioning
and Access Security
Business
Process
Management
Capacity
Provisioning
Service
Management
Business
Service
Server
Pool
Storage
1.0
Infrastructure
Operational
Management
Applications
Management
Transaction Performance
Management

6. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
What lies beneath a
Business Service
The Market
Business
Domain
Service Catalogue
Products
Services
IT Domain
Data
Processes
Composite Applications
Service
Delivery
Applications
&
Databases
Middleware
Service
Support
1.0
Availability
&
Performance
Operating Systems
Security
CCMDB
Network & Devices

7. Information Technology Infrastructure Library
IT Service Management
Unifying Automation, Security and Storage
What to do?
Information Technology Infrastructure Library
ITIL is a suite of publications that define a set of process based best practices for managing complex IT environments. They are applicable to all IT organizations. ITIL is the world’s most widely accepted approach to IT Service Management.
Availability
Security
Optimization
Provisioning
ITIL Goals:
Align IT services with the current and future needs of the business and its customers
Improve the quality of the IT service delivered
Reduce the long term cost of service provision
1.0

8. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
How to do it?
IBM Tivoli Unified Process (ITUP V2.0.0)
Detailed diagrams and descriptions of IT Service Management processes
Based on industry best practices
A complete, cohesive process model:
IBM Process Reference Model for IT (PRM-IT)
Strongly aligned to ITIL and can be mapped to other process
models such as CoBIT, eTOM, Six Sigma, CMMI, ISO 17799
Web-based Tools Mentor
Helps make ITIL actionable!
1.0
Free Download at

9. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
Aligned to ITIL – Tivoli Unified Process tool (ITUP)
Release Management Example
Walkthrough Scenarios
Analyze impacts
Automated provisioning of storage
Automatic response to outage
Baselining applications
Consolidate licenses
Ensuring back-ups
Manage software compliance
New availability requirements
Order entry slows down
Prioritizing incidents
Provisioning a laptop
Resolving slow response on a SOA app
Rolling out software
Running an IT Service
SLA for a new application
User needs access
Users report Web outage
Verifying compliance……….
1.0
Free Download:

10. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
Create the ‘Big Picture’
Longer -Term (Strategic)
Full IT Service Management
Medium -Term (Transitional)
Service Management Governance
Service Delivery Process Automation
IT runs as a business for the business
Continuity guaranteed
Auto provisioning of capacity
User Experience under control
Development and Operations linked
Flexible response to service demand
IT Life Cycle Management
SOA based service development
‘Pay as you use’ services
Service ‘Aware’ Management
Short-Term (Tactical)
Centralize Event Management
Rationalize tooling
Extend monitoring end to end
Key Service Support Processes
CMDB and Change Management
Align IT to the Business
Real-time root cause determination
Automate Service Level Reporting
Role-based SME reorganisation
Service Improvement and ROI
Focus on 1 business service
Build knowledge of Infrastructure
Discovery and Inventory
Define critical business service
Assess tools utilization – fill gaps
Avoid ‘Rip & Replace’
Vertical Stack Approach
Provide Quick Wins
Stay aligned to the big picture
1.5

11. Cost Reduction Service Improvement IT Value to the Business
IT Service Management
Unifying Automation, Security and Storage
IT perceived as a
Strategic Partner
IT Service Management – Phase 3
Manage IT as a Business
Automate Service Processes
Optimize IT Services Proactively
Collect, analyze and share service and process metrics
Incremental Gains in a
Phased Approach
Service Aware Management – Phase 2
Understand IT services and its supporting infrastructure
Measure/Model Service Performance
Ensure effective changes to the Service Infrastructure
Audit Service Compliance
Cost Reduction Service Improvement
IT perceived as a
Service Provider
IT Value to the Business
1.0
Resource Management – Phase 1
Measure systems and resources available
Maintain resource specific information
Optimize resource availability
IT perceived as a
Cost Centre
Technology Focus
Business Focus

12. Phase 1: Resource Management - Build on existing management tools
Management Management
Infrastructure Availability
Release Change & Config Incident & Problem
Management Management Management
3rd Party Service Desk
ITSM Platform
Enterprise
Data
Warehouse
Reporting and Business Intelligence Integration
Discovery & CCMDB
1.5
Enterprise
Console
Enterprise
Portal
Provisioning
Infrastructure Monitoring
Network Management
Applications Monitoring

13. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
Discovery of infrastructure components and applications
Tivoli Application Dependency Discovery Manager (TADDM)
Visibility of assets is crucial
Relationships between components
Deep configuration details
Change detection and reporting
Comparisons against standards
Populate CCMDB and
Business Service Views
1.5

14. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
IT Process Management Products
IT Service Management Platform
Change and Configuration Management Database (CCMDB)
Best Practices
IT Operational Management Products
Active repository for all Configuration
Item (CI) information
Integrated Change and Configuration
Management processes
Federated – real-time links to other
data sources for attributes not physically in
the CCMDB
Reconciliation – Coaleses data
Synchronization – updates the CCMDB with
approved changes
Mapping & visualization with integral
discovery engine
Release
Management
Incident
Management
Information Lifecycle
Management
ITSM Solutions
Core Change Management
Configuration Management
Build/Customize
Processes
Process Runtime Infrastructure
Logging
Auditing
Reporting
Policies
Deploy & Configure
Processes
Error Hdlng
Process Configuration
Security
Data Access
Integration Modules
Approve, Execute
& Monitor Process
Steps and Tasks
CCMDB
Process DB
Functional
Interfaces
Task Manager
Existing Management
Tools
Config
Items
Relationships
Process
Artifacts
Metadata
2.0
User Interfaces
Automation
Tools
Reconciliation
Generate & View
Reports
Scripts
API
CLI
Discovery
Data Federation
Middleware
Interface with
Existing
Management
Products
IT Infrastructure

15. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
Managing Cost and Responsiveness across IT Silos
Skills
Application Experts and Tools
Database
Experts and Tools
Desktop Experts and Tools
Network
Server Experts and Tools
Mainframe Experts and Tools
Storage Experts and Tools
Process
Desired State:
Reduce cost and time to resolve problems
First time resolution at root cause
Reduce No. of incidents/ problems and load on
Service Desk
Structured process aligned to ITIL best practices
Proactive management
Change related outages eliminated
Availability Management
Current State:
Cost and time to resolve problems is high
Focus on restart not fix - Reactive
Risk of recurrence
Changes impact service availability
Lack of process
Labour Cost
www
Change Management
Service Level Management
Change Management
Security Management
1.0
Information Lifecycle Management
Release Management
Sense
Isolate
Diagnose
Take
Action
Evaluate
Time

16. Phase 2: Service Aware Management – Operational Management Products
Infrastructure Availability Service Level
Management Management Management
Release Change & Config Incident & Problem
Management Management Management
3rd Party Service Desk
Business Systems Management
Executive Dashboards
Service Level Management
ITSM Platform
Enterprise
Data
Warehouse
Reporting and Business Intelligence Integration
Discovery & CCMDB
1.5
Enterprise
Console
Enterprise
Portal
Provisioning
Infrastructure Monitoring
Network Management
Applications Monitoring
Transaction Performance

17. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
Align IT to the Business
Visibility of application
composition – software and
hardware
Dependencies and
relationships
Enables views of business
services to be dynamically
maintained
1.5

18. MQ IT Service Management Unifying Automation, Security and Storage
Lines of Business
Align IT to the Business – the Vertical Stack
Business
Service 2
Order Management
Business
Service 4
Business
Service 5
Business
Service 1
Application Layer MQ
Middleware Layer
Series
1.0
System Layer
Network & Device
Layer

19. Order Management – Statistics for 1 month
IT Service Management
Unifying Automation, Security and Storage
Align IT to the Business – Understand Business Impact
“We are meeting
our Service Levels”
Order Management – Statistics for 1 month
(SLA Threshold is 99.9% availability)
Component Downtime % Availability
(min : secs)
Microsoft IIS Server 0:
Microsoft SQL Server 4:
Microsoft Windows Server 7:
Lotus Domino AIX Server 6:
IBM AIX MQ Server 0:
Apache Web Server 8:
HP Procure Switch :
CISCO Switch 9:
IT Perspective MQ
Series MQ
Series
Business
Perspective
2.0
“The business cannot
sustain these outages”
Composite Effect/ User Experience

20. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
Align IT to the Business – Understand Business Impact
Annual Cost of Downtime in US (outages only, not degradation)
Sector Avg Lost Lost Total Per
Hours Revenue Productivity Hour
Lost p.a. $ m $ m $ m $
Finance ,000
Healthcare ,500
Transport ,000
Manufacturing ,500
Retail ,800
1.5
Source: Infonetics Research Jan 2005
From the start of this presentation eBay will have traded: $ , ,

21. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
Aligning IT to the Business – Service Views
Tivoli Business Systems Manager (TBSM)
Visualize problem alerting
by Business Service
Real-time business impact
management
Link with Service Level
Management tools
Manage Trouble Tickets and
links with Service Desk function
Move from Reactive to Proactive
Executive Service Dashboards
1.0

22. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
Understand and manage the customer experience
Tivoli CAM for Response Time Tracking
Combines simulated and actual user transactions to
identify performance problems
Application instrumentation enables decomposition of
problem transactions to assess impact from IT component
response time
Integrates with Tivoli Monitoring Health Console for fast root cause analysis
Application
Server
Edge Server /
Load Balancer
1.5
V 5.2 moves us further to monitor transactions and the associated business processes (rather than merely resources).
Simulate or analyze real transactions. Find out what kind of performance your customers are experiencing before they pick up the phone to call you.
Isolate the true cause of the problem quickly. Organizations today spend huge amounts of time on “bridge calls” or “tiger teams” to find the true source of a transaction problem. Data indicate that typical shops spend 80% of their problem time on diagnosis and only 20% to actually fix the problem ’s graphical tool clearly shows the components causing the delay in an overall transaction performance.
JITI (just-in-time-instrumentation) = non-intrusive, real-time-enabled, operations-level transaction instrumentation at a level that is geared for operations, not development. JITI can be adjusted and turned on and off on the fly, without reloading the application or restarting the apps server (hence the name, just in time).
Background:
Visualization. First graph shows a multi-part transaction (e.g., enter a password, select a book, see if the book is in inventory, order the book, do credit card authorization) and how each of the sub-transactions contributes to the overall response time.
From here, if you have a particular problem, you can drill into the detail for that transaction (click on the blue bar) to see what the actual response time is for the components (the topology chart in the blow up area). This allows the operator to easily drill in to find the source of a performance problem.
Click on the troubled database to launch the ITM Health Console for that particular database server and look at the indications that may be contributing to a long response time delay. If the problem is a recurring problem, then a new resource model or TEC rule can be written to automate the cure.
Transition: Not let’s turn to the right side bar, to look at the relationship of processes to resources.
0.1
0.2
0.2
0.3
0.1
0.6
Host
Databases
0.2
6.8
Host
Systems
0.3
0.3
0.6
Distributed
Databases
Web Server
Cluster
Web Application
Servers

23. Phase 3: IT Service Management – Process Automation
Infrastructure Availability Service Level
Management Management Management
Release Change & Config Incident & Problem
Management Management Management
3rd Party Service Desk
Business Systems Management
Executive Dashboards
Service Level Management
ITSM Platform
Enterprise
Data
Warehouse
ITSM Process Managers
Reporting and Business Intelligence Integration
Discovery and CCMDB
3rd Party Applications
3rd Party Applications
1.5
Enterprise
Console
Enterprise
Portal
Provisioning
Infrastructure Monitoring
Network Management
Applications Monitoring
Transaction Performance

24. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
Phase 3: IT Service Management – Process Automation
Release Management Process Solution example
Release Management Process:
Best Practices Process for process auditing and task coordination
Process
Automation
In-context launch of
operational products
Task
Automation
1.5
Create Software Package OS
Patches
Middleware
Applications
Prepare for network, storage and other configuration changes
Deploy Software Package
Execute pre-install configuration changes
Install software
Reboot machines
Assign IP Address
Assign LUN
Provision test systems with clean software stack
Deploy new release to test systems
Configuration Manager

25. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
Phase 3: IT Service Management – Process Automation
Available this Month!
Change and Configuration
Management built-in to CCMDB
Release Management
Availability Management
Storage Management
Capacity Management
Workload Management
Service Level Management
Asset Management
Security Management
Service Continuity Management
Futures
1.0

26. Ease of Implementation
IT Service Management
Unifying Automation, Security and Storage
Focus on initiatives that deliver value today and contribute to the ‘Big Picture’
Top-Down Approach
Bottom-Up Approach
Strategically driven as a major Service Improvement Programme
Broad front of attack
Culture changing with enterprise impact
Time-to-Value is slow Hi
Optimal 8 10 7 1 9 5 6 4
Tactically driven but strategically aligned
Vertical Stack approach
Specific focus on 1 – 2 critical business services
Prototype then replicate to other business services
Time-to-Value is fast 3 2
Value to the Business
1.0
Avoid Lo Hi
Ease of Implementation

27. Approach IT Service Management
Unifying Automation, Security and Storage
IBM as a strategic ITSM Partner
Planning & Scheduling
Progress Reporting
Human Resource Management
Change Management
Implementation/
Project Management
Transformation
Management
Service
Management
Toolset
IBM Solution
Cultural Change
Stakeholder Management
Communications
Benefits Realization
People Change
Product Portfolio
Integration Services
ITSM Solution
Skills
Transfer
1.0
Process
Management
Technical Workshops
User Education
Operator Education
Management Education
Training Modules
Process Definitions
Workflows
Automation
Service
Management
Service Delivery & Support
Security

28. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
ITSM Services Packages
Consult
Build
Operate
Custom
IT Service Management Design
ITIL
Service Desk Management
ITSM Innovation Workshop
Infrastructure Services Readiness for Service Management
Process driven view
ITIL/PRM-IT Consulting Services
Solution Approach
IBM Accelerators for IT Service Management
Technology driven view
IBM Technology
Implementation Services
1.0
The ITSM Solution is a combination of services, which you see on the top half of this chart, working with a set of technologies (ie hardware and software offerings) and enablers which we call the Technology Platform. This combination was expertly selected not only to provide with the most comprehensive solution, but also to allow great flexibility in determining what the best roadmap is for you. And note, this is NOT the proverbial “vaporware”! All offerings shown are available today. In fact, the beauty of this solution is that we can create a tailored combination that includes only what the you actually need based on your organization's existing objectives, IT infrastructure and assets. Imagine that!
As you can see at the top, you can decide to take a process-driven view or a technology-driven view in approaching your situation. Why is that important? Well, for some of you, your IT environment is organized in a much more technological fashion. Others of you have an IT environment which can be understood much easier in terms of processes. The point is that, either way, we have a set of enabling models that can be used to help you determine the specific steps you need to get where you want to go. The result is that services, software and hardware are mapped to the client views and lifecycle stages for a complete, integrated roadmap view of the solution.
I want to dive down into the services for a moment to show you what makes them so useful to you.
(PAGE DOWN for NEXT SLIDE)
IBM Systems and its Virtualization Engine platform, Tivoli Configuration Manager, Tivoli Provisioning Manager, IBM Tivoli Application Dependency Discovery Manager (TADDM)
Selected
Technologies
Technology
Platform
IT Infrastructure Library, PRM-IT (Process Reference Model for IT)
CBM for the Business of IT, Tivoli Unified Process Tool
Enablers

29. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
From the start of this presentation eBay will have traded: $ , ,

30. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
Business Challenge
Managing a fast-growing and dynamic marketplace that serves more than 180 million users worldwide
on demand Business Benefits
Achieving greater efficiency in new service roll-outs
Reducing new service development, reducing application downtime during rollouts
Able to cost-effectively maintain high service levels with existing staff
Helping customer satisfaction through reliable service delivery
Achieving rapid time-to-value through best practices
”Because we’ve been able to automate management processes with IBM Tivoli software, we have been able to keep our availability high and manage more with the same staff….The IBM on demand automation roadmap will help us move to full-automation and gain new levels of resiliency, efficiency, responsiveness, and flexibility.”
—Mark Hydar
Manager, Enterprise Management Systems
eBay
1.0
Speaker Notes:
When demand changes by the second, flexibility takes on a whole new meaning.That’s why at eBay, the world’s leading online marketplace, creating a dynamic business environment that can predict and adjust to demand quickly and seamlessly has been key to its enormous success.
eBay, which was founded in 1997 now serves 75 million registered members from around the world with one new member joining every second. More than $21 billion in merchandise exchanges hands through eBay. And hundreds of thousands of companies have opened storefronts on eBay.
eBay has focused on being first to market with new services, responding quickly to customer requirements and providing a highly reliable platform through which to conduct business.
Because eBay auctions are conducted worldwide, 24 hours a day, seven days a week, buyers must be able to locate, view and bid on items whenever they want. Never knowing what a seller may list and how much interest there may be, eBay needs to dynamically adjust its services to support rapidly changing customer demand.
As eBay began to reach its $1 billion revenue goal, executives reviewed what it would take to soar above this mark and reach its next revenue target of $10 billion. With the increasing size of its operations, executives estimated that it would begin to take longer to launch new services and ensure the consistency, reliability and availability of its auction site if it didn’t automate and streamline service delivery and management processes.
To manage these challenges, eBay has implemented an integrated business service management solution that automates monitoring of the operating environment, identifies issues that could cause service problems, and leverages autonomic, self-healing capabilities to recover from service issues with little to no human intervention. The solution also enables staff to identify spikes in interest for a specific item or category and dynamically adjust its system resources to support the increased usage. eBay can replicate changes across its auction site quickly and consistently so that new services and features are available faster — whether providing sellers with new tools to increase their success or offering enhanced search capabilities to make it easier for buyers to find items.
Solution
IBM Tivoli Enterprise Console, IBM Tivoli Monitoring, ITCAM for RTT, IBM Tivoli NetView, IBM Tivoli Configuration Manager, IBM Tivoli Service Level Advisor, IBM Tivoli Business Systems Manager, Tivoli Data Warehouse,
IBM Global Services, IBM Software Services for WebSphere

31. IT Service Management
Unifying Automation, Security and Storage

32. IT Service Management
Unifying Automation, Security and Storage

33. End

34. Unifying Automation, Security and Storage
IT Service Management
Unifying Automation, Security and Storage
Business
Services
Aligning IT to the Business
Finance
Supply Chain
Thousands of resources to be managed
Heritage of multitudes of ‘point’ products
IT Silos of expertise and management
A Business Service touches many points
at many levels
IT has to break-out of Silo Management to
‘Cross the Chasm’ to Service Management
Service Aware Management enables:
Discovery of resources, application components and their relationships
Creation of Business Service views and management by business priorities
Applications
100’s
Billing
Payroll
Notes
Middleware
100’s
MQ Series
Domino
Oracle
Databases
1,000’s
SAP
DB2
Oracle
1.0
Systems
10,000’s
EMC
AIX
Windows
Web
Client
Devices
100,000’s
Server
Desktop