Track: Maximo & SmartCloud Control Desk User Group

1. © 2013 IBM Corporation
for Service Management
Overview
Morten Møller
moellerm@us.ibm.com

2. 2
When integrating one of your critical business
applications with another, have you ever…
 Thought to yourself: “The data must be somewhere – how do I get it”?
 Considered how much business value is represented as IT data?
– Realized that the web transaction volumes may convey metrics directly related to the bottom line?
– Database transaction numbers can rely information about business volumes?
– Messaging transactions can reveal information about critical business bottlenecks?
 Wanted to use emerging technologies to gather business metrics and store them electronically?
– Implemented active RFID, video, or GPS to track the location of objects or people?
– Used on-board computers to interact with and manage smart devices?
– Leveraged 3rd party device management information in a business solution?
 Wanted to create dashboards or reports to convey important metrics in context?
– Considered breaking down silos by combining data from different sources?
– Make the same information available to computers and mobile devices?
– Provide drill-down capabilities to allow users to access details?
 Faced the challenge to pull data related to the same object from different sources?
– Realized that the lack of standardization have forced you to build one-off integrations?
– Wondered how you can combine and use information from different sources to build a complete picture of your „situation‟?
– Needed programming skills to present your information, and struggled to present results on new device types?
– Been challenged by security in providing a simple, easy-to-use solution?
 Wondered what Jazz for Service Management is ?

3. 3
Source: IBM CEO Study, 2012. Q22 “How good is your organization at driving value from data? Over 1700 CEOs from 64 countries across 18 industries evaluated their
performance
In fact, the most successful organizations far surpass
underperforming peers in use of data….
Able to access
data
Translate insight
into action
Draw insights
from data
Every strategic decision we make. Every service we deliver.
Every process we execute. All rely on information…
Collaborate
& Act
Mitigate Risk
& Exposure
Automate
Process
Innovate & Speed
Delivery
108%
more 86%
more110%
more

4. 4
Only a few know it is
there…
Only some data
accessible via
integrations…
No way to search for it
across tools…
Expensive to integrate
and maintain sources…
Integrations break
quickly…
Limited insight into data
relationships lowers
usefulness…
Proprietary
Tools & APIs
The Information Black Hole
Incidents
ConfigurationClients
Users
KPIs
Assets Impact
SLAs Security
Costs
Changes
Yet, most information remains trapped in siloed
management tools, behind proprietary APIs…

5. 5
Learning from an integration analogy
We‟ve been here before….
Today, when you need to integrate one of your critical business applications with another, you
have to do what the operators used to do before switches... create another point to point
integration.
Actually, it's worse! The operators
could re-use their cables. You
have to pay to create the cable
each time, then pay to create
customer cable connectors at
each end of Point A and Point B.
All these point to point integrations lead to service disruptions, difficulty finding and fixing
issues, customer dissatisfaction and negative impact to business revenues. This is the
common challenge that clients bring to us all the time.

6. 6
…driving an open and flexible architecture for
simplified integration of multi-vendor tools.
Deploy Smarter Physical
Infrastructures
Protect &
Manage Data
Extend to
Mobile Devices
Optimize
with Cloud
Jazz for Service Management
Integration and reporting solution that leverages the simplicity of the web
to enable IT agility…
6

7. 7
Port of Cartagena, Columbia
 Main port for northern
Latin-American export
to east US and Europe
 Main reloading hub
between the US west
coast and Europe

8. 8
Port of Cartagena, Columbia
 Visualization
(Jazz for SM)
Control
(EAM + ITM)
Automation
(EAM + ITM)
Challenge:
Manage and
optimize the port
infrastructure to
reliably handle
+100% volume at
current or better
productivity.

9. 9
Port of Cartagena, Columbia
Crane dashboad
Part of solution:
Monitor and manage
key infrastructure
components, such as
cranes, to ensure
continuous operation.

10. 10
Port of Cartagena, Crane Dashboard
List of cranes
with operational
status
Engine metrics
(voltage, current)
Power consumption (kW)
Engine RPM
Work Orders
Engine
Performance
Crane dashboad

11. 11
Port of Cartagena, Columbia
Crane mobile dashboad
List of cranes
with operational
status
Engine RPM
Work Orders
Power
consumption (kW)

12. 12
Easily swap vendor tools
and avoid lock in
Uses community standards to
allow plug & play of „like‟ tools
from any vendor
Jazz for Service Management
Applies the simplicity of the web to enable IT agility…
Simplify integration &
share relevant data
Connects related data across
multiple IT tools using simple
web links, just like linking any two
related pages on the Web.
Linked
Data
Lower TCO across
vendors and tools
Provides a common & shared
set of integration services
accessible by any vendor tools.
Registry - to find data ,
resources & relationships
Visualization – to display
multi-tool data in context
Administration – to lower
cost of maintaining tools
Reporting – to better
predict and plan
Security – for quick, compliant
login & data integrity.
Open Services
for Lifecycle
Collaboration*
* Based on W3C & coming soon Oasis
**Based on ISST estimates of man hours required to develop individual monitoring tool integrations which populate a unified, real-time service desk view.
Saves between $36 – 80k via reuse of
1 integration 4 times**
Cuts development time by up to
80%** per integration
Speeds time-to-delivery for project by
up to 2/3**
Benefits Use Case: Unified View for Support

13. 13
Audience Today With JAZZ for Service Management
Support Staff
Problem: Incident War Rooms
• 10 SMEs at $50/hr
• 20 hrs/wk in war room
Labor Cost: $520,000/year
Solution: Cross-Domain View
• Reduces SMEs by 5
• Cuts time by 10 hrs/wk
Labor Cost: $130,000/year
Integration
Expert
Problem: Integrating Incident Tools
• 2 weeks per integration
• 5 integrations @ $12k each
Time to market: 10 weeks
Total Labor Cost: $60,000
Solution: Integrate Once & Reuse
• 1st integration = 2 weeks
• 4 integrations = 1/2 wk/each
Time to market: 4 weeks
Total Labor Cost: $24,000
Business
Manager
Problem: Web Service Downtime
• $10k/hr ecomm. site; 1.6 hrs / wk
Lost transactions: $832k
• Lose 1 client / min @ $300/yr in
repeat business
Customer churn: $1,497,600
Solution: Improved Uptime
• $10k/hr ecomm. site; .8 hrs / wk
Lost transactions: $416k
• Lose 1 client / min @ $300/yr In repeat business
Customer churn: $748,800
Business Impact: Labor savings: $426,000; Revenue Savings: $1,164,800
Total Savings = $1,590,800
Based on ISST estimates of man hours required to develop individual monitoring tool integrations which populate a unified, real-time service desk view.
The financial impact of simpler, faster integration…

14. 14
Jazz for Service Management
Jazz for Service Management can help you:
Use Linked Data and OSLC (http://open-services.net/ )
to quickly provide information that is easily consumed by multiple applications. The Jazz for Service Management Registry
coordinates linked data integrations by providing a place to register and query the available providers and links for their
resources.
Build interactive dashboards (Dashboard Application Services Hub)
for desktop and mobile using a vast palette of widgets (such as charts, gauges, and topology) to integrate data from various
Tivoli products or 3rd parties (such as from databases, files). No code required!
Or integrate your own UIs using our 3rd Party Integration Widget.
Deliver compelling reports (Tivoli Common Reportning)
for desktop and mobile of your product data using leading technology from Tivoli and Cognos. Give your customers the tools
to explore your product historical data and create their own reports.
Manage & check the configuration
of your application via the Administration Services and the new centralized Administration UI. New tasks are easily created
using the task builder.
 Security Services
Enables the standard Websphere single sign-on capability to non-Websphere apps.
• What type of data do you manage?
• Could this information be useful for other applications?
• Do you have a need to consume data from another application?

15. 15
How: Linked Data
15
Linked data provides information in context
to: Link capabilities and views across
solutions
– simplify operations
– improve responsiveness
– increase agility
– lower risk
– Reduce administrative
costs
– Accelerate the
development and
operations lifecycles

16. 16
How: Linked Data
Using custom tooling, I
can determine location from
the network switch
Discovered System Attributes and
their Change History (TADDM)
The Patch Status for
the system (TEM)
A Help Desk Operator wants to
diagnose a trouble ticket (SCCD)…
Asset Management team needs to
de-provision a system (SCCD)…
An Auditor must quickly find
a system in the lab (SCCD)…
Current CPU and Memory
Utilization (ITM)
A Business Service Analyst needs
to diagnose a problem with their
service (TBSM)…
16
Historical CPU and
Memory Utilization
metrics (ITM)
Status and history of elevator use
and horizontal car movement
A problem manager must
analyze reports on violent
vibrations in an elevator car
(MAM)

17. 17
17
Reconciled
Server Information
System
Info
(Director)
Service
Tickets
(ITop)
SmartCloud
Control Desk
Registry
License
Management
(TAD4D)
Change History
(TADDM)
Change
Management
(3rd party)
Monitored
Applications
(ITM)
Discovered
Attributes
(TADDM)
Location
(Custom Tool)
Patch
Management
(TEM)
1. Providers register their
resource links
3. Control Desk queries
Providers to get details
2. Control Desk queries
Registry to find linked data
for a resource
Multi-Application Linked Data Scenario
Custom and 3rd
party data and
solutions.
Uses OSLC Common Resource Type
Vocabulary attributes to reconcile resources
from multiple providers.

18. 18
Real-Time Dynamic Federation of Data
18
Enables Visibility
From all sources, within
the application
License Mgmt
Change History
Work Orders
Vs. Launching
Multiple separate
applications
Health

19. 19
Plug & Play Integration
Product B
Product A Product B
Product A Product B
Product A
OSLC
Facade
OSLC Standard
Same for all products: Simple
Transitional model: standard façade to proprietary back-end
Different for every product: Fragile, Complex
Current model one-off for each product pairing
Target model: Hardened, Standard Implementation
OSLC Standard: Open, Simple, Repeatable
Time
Maturity
Plug & Play Integration
Across multiple applications
Plug & Play Integration
Build once, integrate
everywhere
Your App Here
Your App Here

20. 20
Open Ecosystem
 Standard Interfaces
established using OSLC
 3rd Party integration using
same method as IBM
integration
 Transparent Development
with regular demos,
feedback, and betas
3rd Party Data
Integrated with IBM
application
Your App Here
3rd Party Application
consuming IBM Data
Your App Here

21. 21
How: Open Services for Lifecycle Collaboration
An initiative aimed at simplifying data
linking and tool integration across the
lifecycle
Community Driven – specified at
open-services.net
Specifications for Application Lifecycle
Management, Product Lifecycle Management and
DevOps Interoperability extending to Operations
Lifecycle
Inspired by Internet architecture
 Loosely coupled integration with “just enough”
standardization
 Common resource formats and services
Barriers to sharing resources and
assets among tools
Multiple vendors, open source
projects, and in-house tools
Private vocabularies, formats and
stores
Entanglement of tools with their data
Deploy
Operate
Maintain

22. 22
Dashboarding Services
Integrated OSLC
UI Previews
Solution
Dashboards
Mobile UIs
Product UIs
(ITM, APM)
JazzSM UIs
(Admin, Reporting)

23. 23
Dashboard Application Services Hub- Customer Value
Solution Dashboards
– More actionable information to be displayed
– New dark theme designed to help L1/L2 operators quickly scan and respond to
eye-catching visual elements
– Enables customers to quickly assemble dashboards utilizing a catalog of
widgets without product knowledge/education
Mobile UIs
– Convenience through access with mobile devices
– Omnipresent access allows customers to address problems quickly
Integrated OSLC UI Previews
– Operators can get cross-product information faster to help solve problems
faster
Jazz for Service Management UIs
– Centralized administration and reporting in a unified UI reduces training costs
Product UIs
– DASH focuses on the customer data, not the console, so the customer can
get the information he needs to solve his issues
– Easy navigation of product tasks, including search and favorites

24. 24
DASH - Architecture
DASH
Widgets for Mobile (New)
Product
Data Provider
Widgets for Desktop
Product
Data Provider
Product
Data Provider
Product
Data Provider
TDI/ IMPACT
Data Provider JDBC
Lotus
CSV

25. 26
Themes – IBM One UI & Dark

26. 27
DASH – IT dashboard

27. 28
DASH – eDayTrader dashboard

28. 29
DASH – OS dashboard

29. 30
Mobile Support
 Provide mobile views for the same set of products
 This shows mobile UI for Omnibus
 This was demoed at Pulse and the BTA
Customers
 Feel this is exactly what they want from mobile, and want it ASAP
 Only addition is to provide 3 additional mobile tasks on an event
Omnibus

30. 31
Hosted Beta
Registry
Change History
(TADDM)
Monitored
Applications
(ITM)
Discovered
Attributes
(TADDM)
Location
(Sample Provider)
Sample Consumer SmartCloud Control Desk
*Coming Soon
Tivoli Business Services
Manager
Sample Dashboards
Sample Reports
Administration Services
Services Demonstrations Integrated Management Environment
Try It
Today

31. 32
Summary
 Connect via Transparent Development: http://ibm.biz/BdxR73
Join the Jazz for Service Management Group
to stay informed of updates
Download the latest drivers
Post questions & interact in the forums
• Click on the latest milestone to get a quick demo of new features and link to ftp site which includes drivers,
readme, and docs
• The Readme includes important updates from last sprint, known defects, & a quick start for installation
• The docs include very detailed spec information for the registry, it‟s a great way to learn the exact protocol for
registering & querying resources
• Overall / Install
• Registry
• Admin
• User Interface
• Reporting
• Security
Watch demonstration videos
• Registry
• Administration
• User Interface
• Reporting
• Security

32. 33
Jazz for Service Management
The future “Enterprise Service Management Bus” ?
• resources
• capabilities
• URI
• attributes
• product
OSLC
Registry
Products
Resources
Product
Provider
once
contiguous
Application
1. Query resource
2. Lookup supporting products
3. Find desired capability
4. Obtain data from provider
• Enables loose integration based on linked data
• Allows you to reference generic capabilities
(methods)
• Based on:
• REST
• RDS
• Dashboard Application Services Hub (DASH)
incudes tasks (linked to widgets) to interact
with provides.
• Registry contains resources and relationships
(subset of CDM)
• Resources are reconciled based on CRTV

33. 34
2Q 2013 3Q 20131Q 2013 4Q 2013
Tivoli Business Service
Mgr 6.1.1
Netcool Impact 6.1.1
SmartCloud Orchestrator
7.2
SmartCloud Monitoring
7.2
Tivoli Monitoring 6.3
SmartCloud App. Perf
Monitoring 7.6
Tivoli Workload Scheduler
9.1
Total Productivity Center
5.2
SmartCloud Control Desk
Tivoli Storage Manager
6.3
Omnibus 7.X
NetView z/OS 6.2
EXPANDING PARTNER ECOSYSTEM “Jazz & OSLC can reduce the integration costs of an average project with 4 integrations by
33%, and the average time to develop an integration by 75%, based on the principle that we
can develop once, and reuse many times.” – ICARO
“With traditional integration, each connection is point-to-point and specific to the two products
being linked. Jazz for Service Management and OSLC provide a central point of integration
with an industry standard interface; this reduces both the number of connections required and
the complexity of each one. This can reduce the time required to maintain these connections
by 80% and easily save over $10,000 a year per linked product.”– Orb Data
Jazz for Service Management Adoption by Product
TADDM 7.2.2

34. 35
Questions?
35

35. 36
Thank You
MerciGrazie
Gracias
Obrigado
Danke
Japanese
English
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German
Italian
Spanish
Brazilian Portuguese
Arabic
Traditional Chinese
Simplified Chinese
Hindi
Tamil
Thai
Korean

36. 37
Backup slides

37. 38
Provider Registry
1. Products (service providers) advertise their
presence and capabilities in a provider registry
2. Products query the registry for service providers of
interest (supported domains, resource types etc.)
3. Products use returned service provider information
to access each other directly, thus automating many
integration functions.

38. 39
Resource Registry
1. Products register information in the Resource Registry for
resources they manage. These records link back to the
domain-specific detailed information about the resources
in the products.
2. Resource Registry uses the OSLC Common Resource
Type Vocabulary to reconciles information from multiple
products to enable consistent resource definition across
products.
3. Products query Resource Registry for resource links of
interest.
4. Links are followed to access or manipulate resource
information as surfaced from the individual products.

39. 40
Administration Services
Single point of configuration and administration of the IT management
solution
 Use an open architecture to setup, configure, integrate & administer products from IBM and other
vendors, to deliver overall value of the IT management solution
 Rapidly provide real-time and end-to-end visibility into a complex IT management solution – its
health, performance, lifecycle state, dependencies, maintenance, historical state, etc.
 Lower the skills required to administer the complex multi-product, multi-vendor, and multi-domain IT
management solution.
 Empower the administrators with codified SME knowledge (in the form of automations) required to
perform standard repetitive administrative tasks (health-check, preventive maintenance, root-cause
analysis, utilization / performance / capacity checks, etc.)
 Perform risk managed configurations of complex multi-product IT management solution, using
pre-tested SME knowledge, in a contextual manner.
 Rapidly implement & operationalize the IT management solution that complies to the enterprise-
specific IT management policy, practices & procedures.
Mgmt System
Administrator
Services &
Support
Engineer
System
Integrator
Value Added
Reseller
Independent
Software Vendor

40. 41
Configuring & administering IT Management System
with Administration Services
OSLC Admin Service Provider
(implements the open-standards interface for Administration)
Admin Service UI
(GUI / CLI)
Orchestrate the
Administrative Tasks
OSLC interactions between the Console & the Product

41. 42
Tivoli Common Reporting
TCR is a common shared component across Tivoli. It adds value to Tivoli solutions
by simplifying how information is visualized and shared
Author View Share
Build custom reports using a
drag & drop integrated web-
based editor
Single UI for all report formats
means common scheduling,
distribution, security, and
administration
Send reports via e-mail, or
save for later use. Output in
HTML, PDF, Excel, XML, or CSV

42. 43
Interact with reports without the need for server requests. This means reports can be
emailed with interactive features.
No coding required
Clickable charts, sorting, radio button, tabs, cascading lists, checkbox filtering, ...
43
Active Reports

43. 44
Reporting workspace
• Drag and drop pieces from different reports to create a workspace
with reporting content
• Add interactivity between related data

44. 45
 Support for CSV, XML, and XLS
 No data modeling knowledge or separate tooling needed
 Join data with existing data
45
Add Data From Flat File

45. 46
Mobile Support - Reporting
 Provide user access to mobile views across the
products
 Provides access to reports via Cognos Mobile
 This is all defined out of the box, with very simple
dashboard customization to tailor to fit needs
Services Summary
(TBSM)
Service Summary
Cognos Mobile