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IBM Service Management: Visibility. Control. Automation. Smarter Service Delivery for a Smarter Planet

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IBM Service Management: Visibility. Control. Automation. Smarter Service Delivery for a Smarter Planet IBM Service Management: Visibility. Control. Automation. Smarter service delivery for a smarter planet. Every day, the world is becoming more instrumented, interconnected, and intelligent. Infrastructures and assets across the globe are rapidly being digitized, turning physical assets into smart assets that allow people, systems, and objects to communicate and interact with each other in entirely new ways. This “smarter planet” is creating opportunities for new, smarter, differentiated services and products. Organizations that can rapidly adapt and innovate to meet or exceed customer expectations for new services and products will be in a position to accelerate growth and gain competitive edge. A more digitized world requires changes in the way we think Integrated service management: about, design, deliver, and manage business services and products. Business assets and IT assets and systems will ● Delivers smarter services that are differentiated and provide need to interoperate seamlessly. Lines of business, IT, facilities, greater value to customers production, and customer management teams, as well as the processes, tools, and information they depend on, must align ● Provides visibility, control, and automation to manage around a common set of objectives to ensure that service business services across operational boundaries quality is maintained, costs are controlled, and risks are effec- tively managed. ● Addresses any aspect of the service lifecycle—service strategy, service design, service transition, service operation, This will require a more integrated service management and service improvement approach—one that extends beyond IT and that can leverage and improve visibility, control, and automation across business ● Interconnects smart assets and traditional IT assets through and IT assets, people, and processes. more flexible and scalable service-oriented architectures Effectively design, deliver, and manage business services IBM Service Management: IBM Service Management provides the right mix of visibility, control, and automation you need to effectively design, deliver, ● Provides the visibility, control and automation needed to and manage business services, integrate process workflows, transform your business and IT assets, people and and leverage business and IT assets across operational processes into a dynamic infrastructure that adapts to boundaries. changing service, product and business requirements. ● Offers modular solutions for all stages of the service lifecy- IBM Service Management delivers: cle to help you integrate service delivery across organiza- tional boundaries, improve time to market, and reduce ● Visibility: See your business services. Establish a clear serv- cost and risk. ice strategy across business and IT, and gain real-time, ● Brings the in-depth industry expertise needed to help actionable intelligence on the health and performance of you design and deliver differentiated services and products business services, processes, and infrastructure, as well as for improved customer satisfaction and retention. the key performance indicators (KPIs) needed to meet defined objectives. ● Control: Manage and secure your investments. Enforce change policies and procedures, secure vital information and assets, and improve compliance reporting and tracking across the service lifecycle for reduced operational risk. ● Automation: Build agility into your operations. Improve work- flow integration and automation across silos, tools, tech- nologies, information and processes, and reduce time to market as well as operational costs. Transforming assets into business value IBM Service Management brings together industry-leading software, hardware, and services to deliver solutions that address your unique business challenges. Whether you’re looking to design a more resilient and flexible infrastructure, create new, differentiated services and products, or improve the quality of existing ones, IBM Service Management can help you leverage and transform your assets for greater business value. IBM Service Management transforms business and IT assets into differentiated services that provide unique business value. Closed-loop service lifecycle management IBM Service Management Solutions tailored for your industry IBM Service Management offers modular solutions across the IBM offers tailored solutions for your industry to help you cre- entire service lifecycle, providing you with industry-leading soft- ate and manage your unique business and IT infrastructure, ware, systems, and service offerings tailored to address your services, and products. Supported by knowledgeable and specific business needs. skilled people with years of best practice expertise, method- ologies, and services across industries, IBM solutions help IBM’s modular approach can help you address: deliver differentiated services and improve customer satisfac- tion. IBM industry solutions include: ● Service strategy – Plan effective strategies for delivering new and differentiated business services, including pricing, IBM Service Management for Banking – Helps prevent fraud, channel, business process, technology and other considera- improve the flow of payments, control access across inte- tions that span business and IT. grated payment systems, and monitor payment processes. ● Service design – Plan and build next-generation composite applications over a dynamic infrastructure and offers cloud IBM Service Management for Chemicals and Petroleum – computing and other sourcing and delivery models to help Helps manage end-to-end operations more efficiently, preserve you ensure scalable, flexible, and cost-effective services. existing infrastructure investments, safeguard knowledge and ● Service transition – Implement and integrate workflow, expertise, and manage risk and compliance. ensure effective control of service deployment, and improve operational agility across line of business, technology, facili- IBM Service Management for Communication Service ties, partners and others organizational teams. Providers – Improves delivery of next-generation content and ● Service operation – Assure the availability and perform- application-based services, while reducing the risks associated ance of business services and infrastructure, improve the with today’s more open networks. customer experience, and automate operational processes for improved productivity. IBM Service Management for Electronics – Helps improve ● Service improvement – Ensure continual improvement of management of infrastructures used for simulation of electronic services and products through greater visibility, integration components, assets, and energy consumption, including prod- of tools and processes, and closed-loop management ucts with embedded self-management capabilities. across operational teams and the service lifecycle. IBM Service Management for Retail – Helps secure and opti- ● Energy efficiency – Addresses energy, environment, mize store systems, including kiosks, POS devices, handheld and sustainability challenges and opportunities across the scanners, and store applications, improving visibility into serv- infrastructure. ice infrastructures and the customer experience. ● Business resiliency – Offers industry-customized gover- nance, risk management, and compliance solutions to IBM Service Management for Utilities – Helps establish “smart address the unique resiliency requirements of your business. utility grids” with a common management platform for ● Security – Maintains secure and continuous business and advanced meter management, transmission and distribution IT operations while proactively and rapidly adapting, manag- device automation, analytics, and asset management. ing, and responding to risks and opportunities. ● Information infrastructure – Ensure that your business IBM Service Management for Product Lifecycle Management can achieve information compliance, availability, retention, (Manufacturing) – Provides an integrated approach to help and security objectives. organizations deliver high-quality products, smart products, and efficient services. Connecting all elements of a dynamic infrastructure IBM Service Management provides the solutions and expertise you need to design, build and manage a dynamic infrastruc- ture—helping you prioritize which elements will provide the greatest return, and tailoring a solution to address your unique business service objectives. IBM Service Management underpins the following initiatives that facilitate a dynamic infrastructure: ● Asset management – Maximizes the value of critical busi- ness and IT assets through a comprehensive asset lifecycle management approach tailored to your industry. ● Virtualization – Reduces cost, improves IT asset utilization, and speeds provisioning of new services through leadership IBM Service Management helps realize the benefits of a dynamic infrastructure, virtualization and consolidation solutions. providing visibility, control, and automation across all elements. Linking architecture, development, and operations usage reporting and billing, and system automation. Native IBM Service Management software is designed to facilitate platform information from IBM systems is leveraged and alignment of information, processes, and workflow across integrated into IBM Tivoli® management software to drive architecture, development, and operations teams. Through greater efficiencies and accountability. With integrated platform advanced integration, IBM Service Management software and service management you can: makes
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