IBM Service Management: Visibility. Control. Automation. Smarter service delivery for a . 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 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 it possible to overcome many common challenges, including: ● Gain visibility, from top-down business services to virtualized environments. ● Ensuring that information is shared and synchronized ● Control and report energy usage and costs by service, cus- across asset stores, so that SOA, application, and produc- tomer, or hardware type. tion details are current and consistent across audiences ● Manage hardware and software deployment across server, and tools. storage, and mainframe environments. ● Leveraging a common set of security tools for reduced ● Improve visibility into “hot spots” and prioritize security risk and improved compliance reporting. management according to service level objectives. ● Integrating deployment tools to ensure accurate provisioning ● Leverage predictive analytics and trending to identify issues of builds across test lab and production environments. before they impact services. ● Testing application performance in lab and production envi- ronments, and feeding root cause back to testing, to speed Managing smarter services across business and operational fixes and reduce mean time to repair. boundaries ● Ensuring that service support and fix tracking systems Delivering smarter services requires a more dynamic infrastruc- across operations and development remain synchronized. ture that leverages both smart assets and traditional IT assets. IBM Service Management enables unified management of Integrating platform and service management for improved assets across organizational boundaries and the asset operational efficiency lifecycle, providing a common set of tools for procurement, IBM provides an integrated approach to managing heteroge- deployment, and management of smart assets, other physical neous systems and storage platforms, from configuration and assets, and IT assets, as well as a common set of service monitoring of virtualized environments to energy management, request, service catalog, and service desk and support capabilities. Further, IBM Service Management offers advanced collection Next steps and correlation of business and infrastructure events, as well To help you understand exactly where and how your organiza- as sharing of critical indicators across business and IT audi- tion can benefit from IBM Service Management, IBM offers a ences in real-time dashboards that are role specific. Shared variety of assessment options and tools to help you get intelligence can include business activity, customer experience, started. IBM Service Management Strategy and Planning can service and process health, IT metrics, and other key business help you align business and IT objectives. The IBM Service performance and quality indicators. Together these capabilities Management Self-Assessment is a free online tool that allows can help ensure that business and operations have the you to assess your service management process maturity. You integrated and automated workflows and information they can also ask your IBM sales representative or IBM Business need to support delivery of today’s smarter business services Partner to schedule a live demonstration of IBM Service and products. Management Solutions™ in action.

IBM investment in service management For more information IBM has invested billions of dollars to advance service man- IBM understands you need service management solutions that agement, including investments in people, technology, best can adapt to your changing business requirements. To learn practices, training, and education. IBM has also played a more about how IBM Service Management can help you get critical role in advancing a wide range of best practices the visibility, control, and automation needed to implement and and standards, including IT Infrastructure Library® (ITIL®), maintain smarter service delivery and build competitive advan- Control Objectives for Information and related Technology tage, contact your IBM representative or IBM Business (COBIT), Val IT, enhanced Telecom Operations Map (e-TOM) Partner, or visit .com/software/tivoli/governance/ and others. servicemanagement. © Copyright IBM Corporation 2009 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America June 2009 All Rights Reserved IBM, the IBM logo and ibm.com are trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml IT Infrastructure Library is a registered trademark of the Central Computer and Telecommunications Agency, which is now part of the Office of Government Commerce. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates. No part of this document may be reproduced or transmitted in any form without written permission from IBM Corporation. Product data has been reviewed for accuracy as of the date of initial publication. Product data is subject to change without notice. Any statements regarding IBM’s future direction and intent are subject to change or withdrawal without notice, and represent goals and objectives only. The customer is responsible for ensuring THE INFORMATION PROVIDED IN THIS compliance with legal requirements. It is the DOCUMENT IS DISTRIBUTED “AS IS” customer’s sole responsibility to obtain advice of WITHOUT ANY WARRANTY, EITHER EXPRESS competent legal counsel as to the identification OR IMPLIED. IBM EXPRESSLY DISCLAIMS and interpretation of any relevant laws and ANY WARRANTIES OF MERCHANTABILITY, regulatory requirements that may affect the FITNESS FOR A PARTICULAR PURPOSE OR customer’s business and any actions the NON-INFRINGEMENT. IBM products are customer may need to take to comply with such warranted according to the terms and laws. IBM does not provide legal advice or conditions of the agreements (e.g. represent or warrant that its services or IBM Customer Agreement, Statement of Limited products will ensure that the customer is in Warranty, International Program License compliance with any law or regulation. Agreement, etc.) under which they are provided.

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