IBM Corporation
Availability and Performance Solutions for
Managing the Business of IT
IBM IT Service Management in Focus
Name
Date
IBM Tivoli Software
© 2005 IBM Corporation
IBM Corporation
Agenda
Introduction: IT Service Management In Focus
Availability Management in Action
Innovation that Optimizes IT Operations
Best Practices for Availability Management
How to Get Started
2
© 2005 IBM Corporation
IBM Corporation
IT Organizations Are Under Tremendous Pressure
3

Change: Market demands,
workloads, service levels

Compliance: Regulations,
security, audit capabilities

Complexity: Heterogeneous
resources, silos, composite
applications

Cost: Management and
administration
“What matters is how satisfied customers
are, how costs are being saved on the
supplier side, and how to allow for more
creativity and added value at all levels of
the organization.”
--Erik Brynjolfsson, Director of the Center for eBusiness at MIT
© 2005 IBM Corporation
IBM Corporation
IT Dilemma: Managing Cost and Responsiveness Across IT Silos
Traditional Availability Solutions Reinforce Operational Silos and
Inefficient Process Execution
Desktop
Experts
and Tools
Network
Experts
and Tools
Application
Experts and
Tools
Database
Experts
and Tools
Server
Experts
and Tools
Mainframe
Experts
and Tools
Storage
Experts
and Tools
Availability Management
Service Level Management
www
Incident Management
Labor Cost
Problem Management
Sense
4
Isolate
Diagnose
Take Evaluate
Action
© 2005 IBM Corporation
Time
IBM Corporation
IT Vision: Managing the Business of IT
Effective and Efficient Delivery of IT Services in Support of Business Goals
Desktop
Experts
and Tools
Availability Management
Service Level Management
Network
Experts
and Tools
Application
Experts and
Tools
Database
Experts
and Tools
Server
Experts
and Tools
Technology
 Integrated
 Automated
 Role Based
Mainframe
Experts
and Tools
Storage
Experts
and Tools
People
 Interconnected
 Productive
Technology
Problem Management
IT Service
Information Management
Incident Management
 Automated
 Customizable
Information
 Standardized
 Federated
 Secure
5
Processes
People
 Based on Best Practices
Process
© 2005 IBM Corporation
IBM Corporation
IBM IT Service Management Vision
Process Oriented Solutions to address Customer priorities,
pains, & requirements
IBM IT Service Management
Best Practices and
Implementation Services
1. Validated process models and services
2. Automated ITIL-aligned process
workflows
IT Process Managers
IBM Tivoli Change and
Configuration
Management Database
IT Operational
Management
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3. Open, standards-based CMDB and
workflow engine
4. Automated infrastructure-aligned
management tools
5. An Open Process Automation Library
(OPAL) and partner ecosystem
© 2005 IBM Corporation
IBM Corporation
Announcing:
An Evolution in Availability and Performance Management
Infrastructure Management
• Optimize application performance
• Rapidly isolate and diagnose application performance issues
• Automate tasks for maintaining application service levels
Traditional
Resource Management
• Optimize resource availability
• Maintain resource specific information
• Analyze historical and real-time resource data
Basic
Managed
Predictive
Adaptive
Autonomic
Levels of IT Process Automation
7
© 2005 IBM Corporation
Business Environment
• Optimize availability and performance of IT and Business services
• Interconnect IT domains with dynamic role-based workspaces
• Automate and integrate key IT processes
On Demand
IT Service Management
IBM Corporation
IBM Tivoli Availability and Performance Management
Delivering On the Value of IBM IT Service Management
IBM IT Service Management
Best Practices and
Implementation Services
IT Process Managers
IBM Tivoli
Change and Configuration
Management Database
IT Operational
Management
 An Integrated End to End Availability Management
Solution
 New and Enhanced Products!
 IBM Tivoli Enterprise Portal
 Automated Application Discovery
 Updated IBM Tivoli Unified Process Tool
 Availability Management Process Manager –
Coming up in June
"IBM is challenging customers to think about availability management as more than just
monitoring and reporting…” - Mary Turner, Summit Strategies
8
© 2005 IBM Corporation
IBM Corporation
An Integrated, End to End Solution
For Optimizing the Availability and Performance of Business Services, Applications
and Resources
Best Practices and
Implementation Support
Business Service
Management
Integrated Interface
for the Service
Manager
IT Process Managers
IBM Tivoli Change and
Configuration
Management Database
IT Operational
Technology Products
Management
Event Correlation
and Automation
New
Composite Application
Management
Resource
Monitoring
Integrated
Data Space
for the
Operator &
SME
"Tivoli is adding new portal configuration tools providing the ease of use long taken
for granted in the software development world. This is not your father's Tivoli.”
Tony Baer, onStrategies
9
© 2005 IBM Corporation
IBM Corporation
Agenda
Introduction: IT Service Management In Focus
Availability Management in Action
Innovation that Optimizes IT Operations
Best Practices for Availability Management
How to Get Started
10
© 2005 IBM Corporation
IBM Corporation
Availability and Performance Management in Action
 When IT resources are not available or not
performing up to expectations, a company’s
business is at risk.
 The reality is:
– About 50% of outages are reported by
customers via the helpdesk*
– 92% of all IT processes are manual*
– IT change leads to more than 60% of
availability and performance issues*
– When a problem occurs, 80% of IT
Operations time is spent isolating and
diagnosing the problem*
Scenario:
- Application Performance Degradation
*Based on IBM customer engagements
11
© 2005 IBM Corporation
IBM Corporation
Application Performance Degradation
Without Tivoli
Availability Management
1. Sense
 End users call help desk due to slow
application performance
 IT Ops sees many events and doesn’t
know which are related to problem
2. Isolate
 Individual IT domain experts are brought
together in an attempt to isolate the issue
 All domain experts show that their IT
segment is currently operating well
Cost
Problem
Eliminated
3. Diagnose
 Multiple teams in parallel begin working
on diagnoses for the problem
 No change history information is consulted
4. Take Action
 Systems are restarted
Time
5. Evaluate
 Solution validated; other impacts unknown
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Sense
Isolate
Diagnose
© 2005 IBM Corporation
Action Evaluate
IBM Corporation
Application Performance Resolution
With Tivoli
Availability Management

Online Banking
1. Sense
 End user response time trend identified before
users notice difference in performance
2. Isolate
 Transaction flow is deconstructed
 End-to-end application view provides insight
into web server response time problem
3. Diagnose
Cost
 Historical analysis is leveraged in context
of this web server problem
 Expert advice integrated into solution
enables Operations team to resolve
Problem
Eliminated
4. Take Action
 Operations team takes Pre-approved
actions based on policy
5. Evaluate
 Service status is returned to operational
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Sense
Isolate
Diagnose Action Evaluate
© 2005 IBM Corporation
Time
IBM Corporation
Application Performance Resolution and ROI
Tivoli Business
Systems Manager
Tivoli Enterprise
Portal
Cost
Problem
Eliminated
Sense
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Isolate
Diagnose
Action
© 2005 IBM Corporation
Evaluate
IBM Corporation
Availability and Performance Management In Action
Demonstration
15
© 2005 IBM Corporation
IBM Corporation
Agenda
Introduction: IT Service Management In Focus
Availability Management in Action
Innovation that Optimizes IT Operations
Best Practices for Availability Management
How to Get Started
16
© 2005 IBM Corporation
IBM Corporation
Innovations In Availability and Performance Management
Technology
A Better Way to Manage the Business of IT
Information
IT Service
Management
Process
 IT staff and processes are aligned with business goals and priorities
B Automated discovery of business system resources
B Launch in context from service to transaction to development
B Integrated End to End support for heterogeneous environments
 One portal displays the overall health of the infrastructure
B Dynamic workspace for Operations team from Level 1 through SMEs
B Extensive response time and resource metrics
B Based on the IBM Integrated Solutions Console Framework
 Innovative new capabilities increase IT operations productivity
B Built-in expert advice reduces time and costs for problem resolution
B Integrated real-time and historical data for analytics and reporting
B Rapid time to value and productivity through fast solution deployment
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© 2005 IBM Corporation
People
IBM Corporation
Managing Availability Throughout the IT Lifecycle
Launch in context from business service, to transaction, to development
Tivoli Change and
Release Mgmt
Deployment
Test
Operations
Test and provision
new code
Identify transaction issue
and call L2 support
Application
Development
Rational Application
Development
Problem
Determination
Development
View problem in context
and quickly fix code
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© 2005 IBM Corporation
Tivoli Availability and
Performance Mgmt
IBM Corporation
Tivoli Enterprise Portal
A Dynamic Role-based Workspace for Integrating IT Operations Silos – One
portal to monitor the overall health of the infrastructure
Business Services Distributed Resources
J2EE Transactions
Mainframe Resources
Service Level Reporting
Executive Dashboard
New
Capability
Launch in Context
Tivoli Enterprise Portal
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© 2005 IBM Corporation
IBM Corporation
Now Leveraging Autonomic Computing
IBM Integrated Solutions Console Framework
Tivoli Enterprise Portal is based on the IBM Integrated Solutions Console Framework –
A Common Systems Administration initiative to evolve all product administration under
a common, standards-based systems administration approach.
Tivoli Monitoring
Tivoli Federated
Identity Manager
IBM Virtualization
Engine
Express Runtime
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Tivoli System
Automation
Integrated
Solutions
Console
Tivoli Storage
Manager
Websphere Application
Server
 Helps decrease training
and required skills
needed for the day-to-day
management of IT
 Helps standardize leading
self-managing capabilities
across IBM IT solutions
 Helps reduce IT
operations and
management costs for
our clients
© 2005 IBM Corporation
IBM Corporation
Tivoli Enterprise Portal
Demonstration
“ITM is the first example I've seen of a demo that combined both visual
and results-oriented impact while working without a flaw while the
presenter was doing it.”
Frank Dzubeck, Communications Network Architects, Inc.
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© 2005 IBM Corporation
IBM Corporation
Integrated End to End Support for Heterogeneous Environments
IBM Tivoli monitoring spans the breadth of your IT environment and helps to
provide fast time to value because it’s so easy to deploy!
Platforms
Unix
Windows
New
Cluster(s)
Databases
DB2
(Z & Distributed)
Oracle
Linux
New
z/OS
SQL
zVM
Sybase
VMWare
OS/400
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Informix
Applications
SAP
MySAP
New
.NET
Business
Integration
Web
Messaging & Best Practice
Infrastructure Collaboration
Library
CICS
WebSphere
New
(Z & Distributed)
Web Services
IIS
IMS
New WebSphere
Citrix
MQ
iPlanet
Siebel
Apache
Tuxedo
WebSphere
MQ
Integrator
Lotus
Domino
40+ Custom
Packages
available for
modification
Examples:
WebLogic
© 2005 IBM Corporation
Exchange
Cisco Works
S1
Tuxedo
etc . . .
IBM Corporation
Expert Advice Reduces Time/Cost of Problem Resolution
 Expert advice provides detailed description of problem and recommended recovery actions
 Helps enable IT operations to resolve known errors and frees up subject matter experts to
work on more value-added activities
 Can be customized to capture local SME knowledge, or may be linked to run book
New
Capability
Initial Cause
Current State
Expert Advice
Take action to fix
the problem
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© 2005 IBM Corporation
IBM Corporation
Integrated Real-Time and Historical Data for Analytics
All Data, real-time, short-term operational, long-term operational, or
aggregated, is available from the Tivoli Enterprise Portal
Real
TimeData
Data
Real-time
Memory: refresh
every x minutes
Granular
Data
Short-term
Operational Data
Binary File: 24
hour lifetime
Granular
Data
Long-term
Historical Data
 Installs simply for rapid availability
 Supports DB2, MS SQL, Oracle
 Automated real-time feeds
 Rich graphics and intuitive interface
 Aggregation & pruning engine eases long-term data needs
 Real-time and Historical trending at your fingertips
 SLA Wizard to quickly extend into your environment
Gain Business Value Today!
24
© 2005 IBM Corporation
New
Capability
IBM Corporation
IBM Tivoli Monitoring
Business Service Management
Increase infrastructure resilience by identifying problems and
automating responses at the source
Event Correlation & Automation
Composite Application Management
Resource Monitoring
Enhanced! IBM Tivoli Monitoring
 Monitor your entire IT infrastructure through a
single customizable workspace
 Effectively link IT services together with
processes, data, skills and tools
 Rapid time to value with easy and fast install
Enhanced! IBM Tivoli OMEGAMON XE
for IBM System z9 and eServer zSeries
 Comprehensive solution for proactively managing your
mainframe infrastructure
 Quickly identify and solve system delays by analyzing
bottlenecks and building a detailed picture of resource usage
 Integrates with Tivoli Enterprise Portal
New! IBM Tivoli Enterprise Portal
“IBM Tivoli Monitoring 6.1 is very easy to install and maintain while providing our
customers end-to-end infrastructure management on a 'single pane of glass’.”
Connie Lamicela, CTO, ESM Technology, Inc.
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© 2005 IBM Corporation
IBM Corporation
Business Service Management
IBM Tivoli Composite Application Management
Maintain Service Levels for Composite Applications
Enhanced! IBM Tivoli Composite Application
Manager for Response Time Tracking
 Monitor and trace application transactions end to
end to isolate performance problems
 Extended support for CICS and IMS
 Sets transaction performance baselines using
automated learning
 Enhanced integration with Rational Application
Development tools for IT Lifecycle Management
New! IBM Tivoli Composite Application
Manager for WebSphere
 Provides in-depth, root cause analysis to optimize
application performance for WebSphere environments
 Launches in context from ITCAM for RTT to enable
subject matter expert to diagnose WebSphere
application transaction problem
 Optimize IT resource planning based on application
performance metrics
 Rapid time to value with accelerated deployment
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© 2005 IBM Corporation
Event Correlation & Automation
Composite Application Management
Resource Monitoring
IBM Corporation
Managing SOA Environments
Business Service Management
Event Correlation & Automation
Solutions for availability, performance and security management
Composite Application Management
Resource Monitoring
New! IBM Tivoli Composite Application
Manager for SOA
 Enables identification of Web service
bottlenecks and failures
 Provides built-in and extensible alerts,
mediations, situations and workflows
 Improves understanding of service flows
and relationships with deep diagnostic
capabilities
IBM Tivoli is a leader in SOA Management
and Security solutions, including:
 Tivoli Federated Identity Manager
 Tivoli Access Manager for eBusiness
27
© 2005 IBM Corporation
IBM Corporation
Business Service Management
IBM Tivoli Event Correlation & Automation
Identify root cause across diverse infrastructure and automate actions
Enhanced! IBM Tivoli System
Automation z/OS & Multiplatform
Policy Based Automation
 Automate process of bringing down and up
composite applications and supporting resources
 Automate goal-based healing through policies
without complicated programming requirements
 Pre-packed best practices for SAP, Siebel,
WebSphere and more
Enhanced! IBM Tivoli NetView for z/OS
 Improves network efficiency system availability by
managing both mainframe TCP/IP and SNA networks
 Manages larger networks, more resources and more
systems with less resources and personnel
 Interoperability with Tivoli solutions provide
comprehensive, seamless availability management
across your IT environment
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© 2005 IBM Corporation
Event Correlation & Automation
Composite Application Management
Resource Monitoring
IBM Corporation
IBM Tivoli Business Service Management
Align IT staff, resources, and processes with business goals and
priorities for optimum results
Enhanced! IBM Tivoli Business Systems Manager
Business Service Management
Event Correlation & Automation
Composite Application Management
Resource Monitoring
TBSM Executive Dashboard
 Prioritize IT operation activities according to
business value
 Communicate business service status in real-time
 Enable impact assessment of planned changes
 Automates application discovery
IBM Tivoli Service Level Advisor
 Proactively predict when SLA violations may occur
 Increase executive knowledge of IT as it relates to
business objectives, integrating service level data with
availability data on the TBSM executive dashboard
 Easy to use, quick to install and can leverage real
time data
“IBM TBSM allows E.ON IS to view our IT infrastructure from a business process perspective in real-time, and
respond to problems with the correct priority. This helps to ensure that we maintain the service levels that our
customers demand.” — Arndt Kollett , Lead Architect, E.ON IS GmbH, Germany
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© 2005 IBM Corporation
IBM Corporation
IBM Tivoli Monitoring V6.1: Beta Excitement!
The largest beta in IBM Tivoli history!
 More than 100 customers enrolled
 1100+ posts to the beta forum
 Beta feedback has been incorporated into the
product to significantly improve customer value
(e.g. in TEC integration)
 200+ field personnel have access to the beta
code, documentation and support forums
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© 2005 IBM Corporation
IBM Corporation
What Beta Customers Have Told Us…
“love the expert advice in the product. This product is very
competitive to what we've seen in other products.”
“We love it, because it fills a massive reporting hole in our organisation. It
also puts a nice GUI front end to our monitoring that we can farm out to our
internal customers so that they can see how their boxes are running.”
“Feedback so far for ease of use is really
really really good.”
“ITM6.1 provides the opportunity for data collection and visualization that is very
challenging under the old ITM 5 structure. It will require us to re-think how we do
fault detection, but provides users with better fault analysis potential.”
“I loved seeing resource model data in
graphical form.”
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© 2005 IBM Corporation
IBM Corporation
Customer Testimonial
Video
32
© 2005 IBM Corporation
IBM Corporation
Agenda
Introduction: IT Service Management In Focus
Availability Management in Action
Innovation that Optimizes IT Operations
Best Practices for Availability Management
How to Get Started
33
© 2005 IBM Corporation
IBM Corporation
Simple Starting Point for Implementing ITIL
With IBM Best Practices Built In!
IBM Tivoli Unified Process - IBM Process Reference
Model for IT with Tools Mentor to make ITIL actionable!
IBM IT Service Management
Best Practices and
Implementation Services
IT Process Managers
IBM Tivoli Change and
Configuration
Management Database
IT Operational
Management
IBM Global Services - Delivering Consulting,
Integration and Managed Services for ITSM
Register and use the IBM Tivoli Unified Process Tool at:
ibm.com/software/tivoli/features/it-serv-mgmt/itup
34
© 2005 IBM Corporation
IBM Corporation
The IBM Tivoli Unified Process in Action!
Demonstration
35
© 2005 IBM Corporation
IBM Corporation
IT Service Management Process Managers
IBM Tivoli Availability Management Process Manager
Available June 2006!
Best Practices
Practices and
and
Best
Implementation
Implementation Services
Support
IT Process Managers
IBM Tivoli Change and
Configuration
Management Database
IT Operational
Management
New
Helps improve time to resolution
 Automates incident correlation for fast problem
identification
 Improve first contact resolution rate
Helps increase availability of critical business
services
 Accurate classification and prioritization of incidents
Helps improve performance against SLAs
 Reduced financial impacts
 Higher business satisfaction with IT services
Helps gain IT fixed cost efficiencies
 Better staff utilization
 Reduced overall incident volume
36
© 2005 IBM Corporation
IBM Corporation
A Standards-Based Solution for Federating Configuration
Information and Modeling IT Processes
Based on proven IBM technology
Available in June 2006
 Configuration Management Database
 Open, federated model
 API & GUI reporting access
Best Practices and
Implementation Services
IT Process Managers
IBM Tivoli
Change and Configuration
Management Database
IT Operational
Management
New
 Workflow Engine
 Based on WebSphere technology
 Process modeling and simulation
 Automated process execution
 Real-time monitoring and reporting
 Automated Process Workflows
 Change & configuration management
37
© 2005 IBM Corporation
IBM Corporation
Integration Roadmap with the IBM Change and
Configuration Management Database
Availability
Management
Release
Management
Information
Lifecycle
Management
Other Process
Managers
2007
IBM Tivoli
Change and Configuration
Discovery
Management
Database
Business Systems
Manager
Library
Provisioning
Manager
WebSphere
Discovery
IBM
Feeds
Relicore
Collation
Cendura
nLayers
3rd Party
Feeds
Today
38
3rd Party
Help Desk
Configuration
Manager
Monitoring ITCAM for Response
NetView/TEC Time Tracking
2006
© 2005 IBM Corporation
IBM Corporation
Agenda
Introduction: IT Service Management In Focus
Availability Management in Action
Innovation that Optimizes IT Operations
Word on the Street
Best Practices for Availability Management
How to Get Started
39
© 2005 IBM Corporation
IBM Corporation
Where to Focus First?
Where you start depends on YOUR organization’s priorities.
 Download the
Tivoli Unified
Process tool to
review a best
practice
availability
management
process design
 Request a Tivoli
ROI assessment
from your IBM
Sales Rep
IBM IT Service Management
ENTRY
 Upgrade your
current Tivoli
monitoring to
ITM v6.1 to take
advantage of the
Tivoli Enterprise
Portal
Best Practices and
Implementation Services
IT Process Managers
IBM Tivoli Change and
Configuration
Management Database
IT Operational
Management
 Add ITCAM and
TBSM to your IT
management
ENTRY
infrastructure to
achieve end to
end IT value
Register and use the IBM Tivoli Unified Process Tool at:
ibm.com/software/tivoli/features/it-serv-mgmt/itup
40
© 2005 IBM Corporation
IBM Corporation
IBM Tivoli Advantage …
 An integrated, end to end solution for optimizing the
availability and performance of business services,
applications and IT resources
 A dynamic, role based workspace, the Tivoli
Enterprise Portal, for improving IT operations
productivity and bridging IT organizational domains
 Expert Advise and Best Practices make this
operational today!
 Rich interfaces, automated discovery, and
simplified deployment ensure faster ROI
 IT Service Management strategy integrates future
innovations, such as Availability Management
Process Manager and Tivoli CCMDB
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© 2005 IBM Corporation
IBM Corporation
42
© 2005 IBM Corporation