I takt med at verden bliver mere og mere instrumenteret, sammenkoblet og intelligent, stilles stadig større krav til en dynamisk infrastruktur. Med IBM Integrated Service Management kan du automatisere og effektivisere processer, vedligeholde systemer, monitorere sammenhænge og eliminere huller i sikkerheden – og derved opnå overblik, øget produktivitet og vækst. Læs om fordelene ved IBM Integrated Service Management. Læs mere her: bit.ly/softwaredagtivoli01

1. Integrated Service Management
Dr Hing Wing To
VP Strategy & Product Management, IBM, UK

2. Our world is getting smarter…“intelligence is being infused into
the systems and processes that enable services to be delivered”
Our world is becoming
“By a smarter planet, we
INSTRUMENTED mean that intelligence is
being infused into the
systems and processes
that enable services to
Our world is becoming
be delivered; physical goods to
INTERCONNECTED be developed, manufactured,
bought and sold; everything from
people and money to oil, water
Virtually all things, processes and ways and electrons to move; and
of working are becoming billions of people to work and
INTELLIGENT live.”
Samuel J. Palmisano, 12 January, 2010
5 © 2010 IBM Corporation

3. However, the road to service innovation is not without
challenges that must be overcome…
Higher Client Greater Increased
Expectations Complexity Risk
More service options, more Services delivered across Growth in business service
quickly, with higher quality. interconnected environments. data & security threats
6 © 2010 IBM Corporation

4. We must start thinking differently about how we design, deliver and manage
services across the interconnected service chain…
From silos:
Applications System Network Mainframe Storage Voice Security
To service chain:
Applications System Network Mainframe Storage Voice Security
Smart Smart Smart Smart Smart Smart Smart GPS RFID
Phones Aircraft Buildings Vehicles Meters POS Video Tracking Tracking
7 © 2010 IBM Corporation

5. Successful service innovators begin with a defined and
measurable service strategy, and measure their success….
What are my top business services, processes & transactions in terms of
revenue or productivity?
– Link to customers & revenue
– End-user productivity
What are the expectations or commitments for service innovation, speed
and quality?
– Speed, differentiation and competitive advantage
– Availability, Performance, Integrity
– Project & SLA commitments
– Infrastructure linkage to service quality problems
– Required investment to assure service quality/improvement/innovation
What does it cost to deliver them?
– Technology –hardware, software, services
– People – design, delivery, deploy & maintain
– Usage – LoB, customer, etc
– Power – energy
Are there any regulatory or compliance mandates that should drive
priorities?
– Will problems with business service quality impact shareholders? E.g. SOX , Basel II
– Security impact on shareholders, investors, patients, users
8 © 2010 IBM Corporation

6. …and approach the life of a service, as a business process,
which must be integrated and optimized…
Line of Design & Data Center Enterprise
Business Delivery Operations Operations
Design Deliver Manage
Visibility. Control. Automation.TM
Continual Service Improvement
Smart Information Physical
Assets Technology Assets
9 © 2010 IBM Corporation

7. Integrated Service Management
VISIBILITY
INSTRUMENTED Enables service innovation by
providing Visibility. Control.
Automation.TM across smarter
INTERCONNECTED
business infrastructures and the end- CONTROL
to-end service chain.
AUTOMATION
INTELLIGENT
10 © 2010 IBM Corporation

8. Only Integrated Service Management interconnects data centers,
design & delivery, and business with a flexible, integrated approach…
Enables delivery of innovative new business
services across smarter business infrastructures.
Improves design and delivery of applications
and services across the lifecycle.
Ensures service quality and integrity from
the next generation of data centers.
VISIBILITY CONTROL AUTOMATION
11 © 2010 IBM Corporation

9. Unique capabilities and expertise provide targeted visibility, control &
automation helping integrate and optimize service delivery…
Visibility. Control. Automation.TM
Service strategy & architectures by Service dashboards tailored by role
industry
Unified Management of Service
Service lifecycle management Requests & Problems
Comprehensive asset management
Automated delivery & management of
Security & Storage Management technology (e.g. cloud, smart assets)
12 © 2010 IBM Corporation

10. Integrated Service Management for Data Centers
Ensures service quality and integrity from the
next generation of data centers
• Integrated visibility across information
technology, physical data center assets, and
smart assets outside the data center
• Change, security and storage management for
Visibility. Control. Automation.TM
improved control.
• Automated delivery and management of
technology across virtualization & clouds
• Workload optimized systems with integrated
energy, systems and service management
• Flexible delivery models
13 © 2010 IBM Corporation

11. ISM for Cloud Computing
Higher utilization and fast cycle times with improved quality, reduced risk, lower cost
Enable clouds to provide services that span multiple resources and applications
Managed across all cloud domains: private, hybrid, public
Availability and performance management across all resources:
heterogeneous server, storage, network, hypervisor, applications
Visibility Deep monitoring of entire virtualisation stack from server, hypervisor,
virtual storage to application
Usage and accounting of resource usage
Policy controlled access to images, information and resources
Isolation by security between running virtual instances
Control
Logging and auditing of all changes across server, storage and network in
cloud
Self Service Portal
Centralised management of images to avoid sprawl
Automation
Provisioning across heterogeneous resources to provide service
14 © 2010 IBM Corporation

12. Core operational capabilities for Cloud platforms
An operational support system is required to deliver cloud services
Key capabilities are described the OSS architecture and must work together as
a basis for customer cloud service delivery
These capabilities are available today through IBM
Service Delivery Catalog
OSS
Operational Service Templates Service Automation Management
Support
System
Service Request Management Configuration Mgmt Image Lifecycle Management
Provisioning Incident, Problem & IT Service Level Management
Change Management
Monitoring & IT Asset & License Management Capacity &
Event Management Performance Management
Virtualization Mgmt
Security and Resiliency
15 © 2010 IBM Corporation

13. Integrated Service Management for Data Centers
SMARTER – Mobile Services SMARTER – Healthcare Services
Achieving faster time to market of new mobile Delivering innovative, high quality patient care
services by reducing delivery time while reducing across 27 facilities and hospitals.
capital & operational costs
SK Telecom: Implemented two public clouds to Sisters of Mercy Health System: Developed and
deliver new services to mobile users, the first deployed an electronic patient record systems and
enabled Business and Content Providers to ITIL compliant management system & best
rapidly develop services that could then be practices to handle service requests, problems,
moved across to a the second cloud to deliver changes, and releases improving quality of patient
the services to the mobile user. Self-service with care: 15% decrease in call abandonment; 10%
automated provisioning and flexible allocation of increase in first call resolution; 6% improvement in
resources enable faster delivery time and reduce turn around time for high priority calls.
costs.
IBM Advantage: Service strategy & architecture,
IBM Advantage: Automated delivery and
and security and storage Management.
management of technology enables new cloud
delivery models
16 © 2010 IBM Corporation

14. Integrated Service Management for Design & Delivery
Improves design and delivery of applications and
services across the lifecycle.
• Comprehensive service lifecycle management software, best
practices & expertise
Service strategy and design – tailored to your business
Enterprise architecture, development and testing, project & portfolio,
IT operations management, security & storage management.
• Service & application lifecycle integrations align development
and operations Visibility. Control. Automation.TM
Enterprise & Software Architecture and production configuration
Request handling & provisioning for test lab and releases
Application fix tracking and service desk
Performance testing and production monitoring
Synchronized asset and configuration details
• Next generation technology, services and delivery models,
including private and public clouds
• Predictive analytics to measure delivery against key
performance indicators, and ensure continual improvement
17 © 2010 IBM Corporation

15. Integrated Service Management for Design & Delivery
SMARTER – Insurance Services SMARTER – Social Services
Assuring service quality to customers with Delivering greater convenience, and 50% cost
closed-loop development, test & data center reduction across the service lifecycle
management.
Samsung Fire and Marine: Integrated CAIXA Economica Federal: Implemented a more
development and operations improved their scalable, efficient and accessible lottery service,
ability to react quickly to fluctuating operational increasing lottery participation by 7% and cutting
requirements without sacrificing service quality rollout time of new lottery, financial & social
for paying customers and still reducing costs; services by 600%; while reducing costs by 50% (US
enabled business growth and rapid response to $330 million).
market opportunities improving competitive
advantage. IBM Advantage: Tailored service strategy and
architecture addresses unique industry pains.
IBM Advantage: Service lifecycle integrations
(tools, and workflow) link development, testing
and operations.
18 © 2010 IBM Corporation

16. Integrated Service Management for Industries
Enables delivery of innovative new services
across smarter business infrastructures.
• Service strategy & architectures by industry –
not limited to IT audiences
• Comprehensive management of assets across
business and technology boundaries, not just
Visibility. Control. Automation.TM
siloed enterprise or IT asset management.
• Unified service request, incident and problem
management, not just IT or Enterprise ops,
for centralized management
• Service dashboards for all audiences, not just
IT, provide visibility into service health &
business activity
19 © 2010 IBM Corporation

17. Integrated Service Management for Industries
SMARTER – Rail Services SMARTER – Airport Services
Improving the availability of rail travel with Assuring service delivery through integrated
monitoring of smart and physical rail assets. management across enterprise & IT Ops.
SBB: Deployed an intelligent rail monitoring system International Airport: Unified management of
for IT and physical assets - including switches and 12,786 IT, facilities, & fleet assets, and service
sensors across 800 train stations and rail lines. The management, automating processes across
automated system enables them to recognize and operational & IT silos. Improved chargeback
repair over 50 % of issues before they impact leading to direct revenue improvements.
operations, increasing availability by approximately Significantly improved technician productivity,
2,000 minutes per month & saving a US $2.3 million time to repair, and compliance reporting.
each year in outages.
IBM Advantage: Comprehensive management of
IBM Advantage: Integrated monitoring and service assets (enterprise & IT), and unified management
dashboards for all audiences provide visibility across of service requests and problems.
all smart & IT assets.
20 © 2010 IBM Corporation

18. IBM offers the integrated software, systems and services
needed to address your unique service management needs…
Strategy and change services
Industry frameworks
Enterprise Asset Management software & services
Business Service Dashboards
Ent. architecture, development, & testing software
Middleware software
Service lifecycle integrations
Private & Public cloud solutions
Service management strategy & managed services
Service availability & performance management
Service delivery & process automation
Workload optimized systems
Integrated Service Management – Integrated by design.
21 © 2010 IBM Corporation

19. IBM can help you assess where you are today, and offer the right
roadmap for success…
Leverage Integrated Service Management assessment and
planning services:
Strategy & Change
Service Management Strategy & Design
Take advantage our of FREE self-assessment tool:
Integrated Service Management Self-Assessment
Schedule a live demo:
Integrated Service Management Demos
Visit Integrated Service Management online for more information:
Integrated Service Management
22 © 2010 IBM Corporation