Front coverService Level Management UsingIBM Tivoli Service Level Advisor andTivoli Business Systems ManagerIntegrate Tivo...
International Technical Support OrganizationService Level Management UsingIBM Tivoli Service Level Advisor andTivoli Busin...
Note: Before using this information and the product it supports, read the information in “Notices” on page ix.First Editio...
Contents                      Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...
2.4.2 Service level agreement management via historical reporting . . . . . 46                  2.4.3 Priority management ...
3.7.2 High level description and main functions . . . . . . . . . . . . . . . . . . . . . 94   3.7.3 Benefits of using IBM...
Part 2. Case study scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....
6.3.3 How we will get there . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327                     ...
IT service continuity management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 491                  Service ...
NoticesThis information was developed for products and services offered in the U.S.A.IBM may not offer the products, servi...
TrademarksThe following terms are trademarks of the International Business Machines Corporation in the United States,other...
Preface                 Traditional availability management focuses on managing the state of IT                 resources ...
Leveraging IBM Tivoli Business Systems Manager for configuration and                  availability management of services ...
Matt Roseblade is a services consultant with the PAN-EMEA Services for TivoliSoftware based in the United Kingdom (UK). He...
Front row (left to right): Matt Roseblade, Kimberly Cox, and Venkat Surath; back row:              Edson Manoel, Eswara Ko...
Gareth Holl        TSLA L2 Support, IBM Software Group, Raleigh        Tom Odefey        TBSM SVT Specialist, IBM Software...
Comments welcome              Your comments are important to us!              We want our Redbooks™ to be as helpful as po...
Part 1Part       1     Fundamentals                 This part includes the following chapters:                     Chapter...
2   Service Level Management
1    Chapter 1.   Introduction to service level                 management                 This chapter introduces service...
1.1 Service level management overview              The goal of maximizing profits drives change as well as innovation. It ...
According to the highly popular, process-based methodology IT InfrastructureLibrary (ITIL), SLM is the process of negotiat...
According to the ITIL, SLM relates to the other aforementioned disciplines as              follows:                 Suppor...
ITIL” on page 447, for a definition of quality of services and how it is perceived by        users and customers of IT ser...
Faced with many constraints, an IT organization wants recognition for providing              good services based on compon...
How can SLM help IT to deploy resource fairly?   Client satisfaction   SLM necessitates IT management to initiate a dialog...
Reduces risk of unpredictable demand and capacity problems                 Helps identify service weaknesses              ...
1.3.1 Processes          The functions in SLM can be divided as follows:             Identify users’ expectations and defi...
SLM uses reporting to communicate overall service level performance to IT                 and business management. Effecti...
1.3.2 Documentation          Because SLM relies on several parties involved in defining the processes,          negotiatio...
Customers                          SLA                                                     SLA                            ...
Service improvement program                 SLM is a continuous process that includes service level improvement and       ...
tools support monitoring of the chosen service indicators and user experiences.              They also provide analytical ...
1.4 Business service management approach to servicelevel management        The philosophy of managing services in a busine...
delivery health and business impact of IT based on performance and availability              of IT resources. The visualiz...
Get service violation and trend alerts for any deviation or potential deviation                    from the SLO           ...
1.5 Improving service level management throughintegration              SLM is the continuous process of measuring, reporti...
Business                     Service       Service                      Level     Management                  Management  ...
refine the service composition and measurement metrics until they become              transparent to business units.1.6 Sc...
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464
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Transcript of "Service level management using ibm tivoli service level advisor and tivoli business systems manager sg246464"

  1. 1. Front coverService Level Management UsingIBM Tivoli Service Level Advisor andTivoli Business Systems ManagerIntegrate Tivoli Business SystemsManager and Tivoli Service Level AdvisorMap business service managementto service level managementAchieve proactive service levelmanagement Edson Manoel Kimberly Cox Eswara Kosaraju Matt Roseblade Alex Shafir Venkat Surath Eduardo Tanaka Brian Watsonibm.com/redbooks
  2. 2. International Technical Support OrganizationService Level Management UsingIBM Tivoli Service Level Advisor andTivoli Business Systems ManagerDecember 2004 SG24-6464-00
  3. 3. Note: Before using this information and the product it supports, read the information in “Notices” on page ix.First Edition (December 2004)This edition applies to IBM Tivoli Business Systems Manager V3.1, IBM Tivoli Service LevelAdvisor V2.1, IBM Tivoli Enterprise Console V3.9, and IBM Tivoli Monitoring for TransactionPerformance V5.3 products. Note: This book is based on a pre-GA version of a product and may not apply when the product becomes generally available. We recommend that you consult the product documentation or follow-on versions of this redbook for more current information.© Copyright International Business Machines Corporation 2004. All rights reserved.Note to U.S. Government Users Restricted Rights -- Use, duplication or disclosure restricted by GSA ADPSchedule Contract with IBM Corp.
  4. 4. Contents Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix Trademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . x Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi The team that wrote this redbook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xii Become a published author . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv Comments welcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xviPart 1. Fundamentals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Chapter 1. Introduction to service level management . . . . . . . . . . . . . . . . . 3 1.1 Service level management overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 1.2 Service level management benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 1.3 Service level management components . . . . . . . . . . . . . . . . . . . . . . . . . . 10 1.3.1 Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 1.3.2 Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 1.3.3 People . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 1.3.4 Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 1.4 Business service management approach to service level management. . 17 1.4.1 Convergence of business service management and service level management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 1.5 Improving service level management through integration . . . . . . . . . . . . . 20 1.6 Scope of this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Chapter 2. General approach for implementing service level management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 2.1 A look at the ITIL process improvement model . . . . . . . . . . . . . . . . . . . . . 25 2.2 Planning for service level management implementation . . . . . . . . . . . . . . 26 2.2.1 Identifying roles and responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . 26 2.2.2 Understanding the services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 2.2.3 Assessing the ability to deliver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 2.3 Implementing service level management . . . . . . . . . . . . . . . . . . . . . . . . . 35 2.3.1 Developing service level objectives . . . . . . . . . . . . . . . . . . . . . . . . . 35 2.3.2 Negotiating on service level agreements . . . . . . . . . . . . . . . . . . . . . 37 2.3.3 Implementing service level management tools . . . . . . . . . . . . . . . . . 38 2.3.4 Establishing a reporting function . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 2.3.5 Adjusting IT processes to include service level management. . . . . . 41 2.4 Ongoing service level management program . . . . . . . . . . . . . . . . . . . . . . 44 2.4.1 Maintenance of service definitions . . . . . . . . . . . . . . . . . . . . . . . . . . 45© Copyright IBM Corp. 2004. All rights reserved. iii
  5. 5. 2.4.2 Service level agreement management via historical reporting . . . . . 46 2.4.3 Priority management of real-time faults . . . . . . . . . . . . . . . . . . . . . . 47 2.5 Continuous improvement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 2.5.1 Improving quality of service levels . . . . . . . . . . . . . . . . . . . . . . . . . . 48 2.5.2 Improving efficiency of service level management . . . . . . . . . . . . . . 49 2.5.3 Improving effectiveness of service level management . . . . . . . . . . . 50 Chapter 3. IBM Tivoli products that assist in service level management 53 3.1 IBM Tivoli product mapping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 3.1.1 The monitoring and measurement layer . . . . . . . . . . . . . . . . . . . . . . 54 3.1.2 The service level management layer . . . . . . . . . . . . . . . . . . . . . . . . 55 3.2 IBM Tivoli Business Systems Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 3.2.1 Business goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 3.2.2 High level description and main functions . . . . . . . . . . . . . . . . . . . . . 56 3.2.3 Benefits of using IBM Tivoli Business Systems Manager . . . . . . . . . 58 3.2.4 Key concepts in IBM Tivoli Business Systems Manager . . . . . . . . . 59 3.2.5 IBM Tivoli Business Systems Manager architecture . . . . . . . . . . . . . 62 3.3 IBM Tivoli Data Warehouse. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 3.3.1 Business goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 3.3.2 High level description and main functions . . . . . . . . . . . . . . . . . . . . . 65 3.3.3 Benefits of using Tivoli Data Warehouse . . . . . . . . . . . . . . . . . . . . . 66 3.3.4 Key concepts in Tivoli Data Warehouse . . . . . . . . . . . . . . . . . . . . . . 67 3.3.5 Tivoli Data Warehouse architecture . . . . . . . . . . . . . . . . . . . . . . . . . 68 3.4 IBM Tivoli Service Level Advisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 3.4.1 Business goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 3.4.2 High level description and main functions . . . . . . . . . . . . . . . . . . . . . 72 3.4.3 Benefits of using IBM Tivoli Service Level Advisor . . . . . . . . . . . . . . 74 3.4.4 Key concepts in IBM Tivoli Service Level Advisor . . . . . . . . . . . . . . 75 3.4.5 IBM Tivoli Service Level Advisor architecture . . . . . . . . . . . . . . . . . . 76 3.5 IBM Tivoli Monitoring for Transaction Performance . . . . . . . . . . . . . . . . . 78 3.5.1 Business goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 3.5.2 High level description and main functions . . . . . . . . . . . . . . . . . . . . . 79 3.5.3 Benefits of using IBM Tivoli Monitoring for Transaction Performance80 3.5.4 Key concepts in IBM Tivoli Monitoring for Transaction Performance 80 3.5.5 IBM Tivoli Monitoring for Transaction Performance architecture . . . 83 3.6 IBM Tivoli Enterprise Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 3.6.1 Business goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 3.6.2 High level description and main functions . . . . . . . . . . . . . . . . . . . . . 87 3.6.3 Benefits of using IBM Tivoli Enterprise Console . . . . . . . . . . . . . . . . 88 3.6.4 Key concepts of event groups in IBM Tivoli Enterprise Console. . . . 89 3.6.5 IBM Tivoli Enterprise Console architecture . . . . . . . . . . . . . . . . . . . . 90 3.7 IBM Tivoli Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 3.7.1 Business goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94iv Service Level Management
  6. 6. 3.7.2 High level description and main functions . . . . . . . . . . . . . . . . . . . . . 94 3.7.3 Benefits of using IBM Tivoli Monitoring . . . . . . . . . . . . . . . . . . . . . . . 95 3.7.4 Key concepts in IBM Tivoli Monitoring . . . . . . . . . . . . . . . . . . . . . . . 96 3.7.5 IBM Tivoli Monitoring architecture. . . . . . . . . . . . . . . . . . . . . . . . . . . 983.8 Bringing it all together in support of SLM processes . . . . . . . . . . . . . . . . 100 3.8.1 Service definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 3.8.2 Real-time monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 3.8.3 Historical monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 3.8.4 Fault management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 3.8.5 SLA reporting and alerting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 3.8.6 Problem and change management . . . . . . . . . . . . . . . . . . . . . . . . . 107Chapter 4. Planning to implement service level management using Tivoli products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1094.1 Implementing SLM using Tivoli products. . . . . . . . . . . . . . . . . . . . . . . . . 110 4.1.1 Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 4.1.2 Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 4.1.3 Ongoing SLM program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 4.1.4 Improvement process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1154.2 IBM Tivoli Business Systems Manager V3.1. . . . . . . . . . . . . . . . . . . . . . 117 4.2.1 Propagation, alerts, and events . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 4.2.2 Basic business system building . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 4.2.3 Best practices for business system building . . . . . . . . . . . . . . . . . . 120 4.2.4 IBM Tivoli Business Systems Manager business system types . . . 121 4.2.5 IBM Tivoli Business Systems Manager views in an SLM context . . 125 4.2.6 IBM Tivoli Business Systems Manager roles in an SLM context . . 132 4.2.7 Understanding your services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134 4.2.8 Using IBM Tivoli Business Systems Manager 3.1 features for the benefit of SLM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 4.2.9 Using PBT and RLP to manage high availability scenarios . . . . . . 1394.3 Tivoli Data Warehouse V1.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1504.4 IBM Tivoli Service Level Advisor V2.1. . . . . . . . . . . . . . . . . . . . . . . . . . . 156 4.4.1 Building SLAs in IBM Tivoli Service Level Advisor . . . . . . . . . . . . . 156 4.4.2 Supporting SLM with IBM Tivoli Service Level Advisor. . . . . . . . . . 164 4.4.3 Realistic expectations for real-time SLAs . . . . . . . . . . . . . . . . . . . . 186 4.4.4 Integrating IBM Tivoli Service Level Advisor with IBM Tivoli Business Systems Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1864.5 Additional products supporting SLM . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 4.5.1 IBM Tivoli Monitoring for Transaction Performance . . . . . . . . . . . . 190 4.5.2 IBM Tivoli Monitoring for Operating Systems . . . . . . . . . . . . . . . . . 192 4.5.3 IBM Tivoli Monitoring for Databases . . . . . . . . . . . . . . . . . . . . . . . . 192 4.5.4 IBM Tivoli Monitoring for Web Infrastructure. . . . . . . . . . . . . . . . . . 193 Contents v
  7. 7. Part 2. Case study scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195 Chapter 5. Case study scenario: IRBTrade Company . . . . . . . . . . . . . . . 197 5.1 Background of the business and its current issues . . . . . . . . . . . . . . . . . 198 5.1.1 The business perspective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 5.1.2 The Information Technology perspective . . . . . . . . . . . . . . . . . . . . 200 5.2 Existing IT infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202 5.2.1 Systems environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202 5.2.2 Systems management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203 5.2.3 Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203 5.3 A service level management solution . . . . . . . . . . . . . . . . . . . . . . . . . . . 204 5.3.1 Where we want to be . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205 5.3.2 Where we are now . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205 5.3.3 How we will get there . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206 5.3.4 How we will know we have arrived . . . . . . . . . . . . . . . . . . . . . . . . . 211 5.4 Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211 5.4.1 Additional instrumentation required. . . . . . . . . . . . . . . . . . . . . . . . . 212 5.4.2 Identifying the business service . . . . . . . . . . . . . . . . . . . . . . . . . . . 216 5.4.3 Identifying necessary users roles . . . . . . . . . . . . . . . . . . . . . . . . . . 222 5.4.4 Required resource types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225 5.4.5 Creating business systems based on business functions. . . . . . . . 231 5.4.6 Defining executive dashboard views. . . . . . . . . . . . . . . . . . . . . . . . 239 5.4.7 Agreeing to and defining service level objectives . . . . . . . . . . . . . . 251 5.4.8 Identifying metrics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257 5.4.9 Enabling data sources in IBM Tivoli Service Level Advisor . . . . . . 260 5.4.10 Setting up schedules, realms, and customers . . . . . . . . . . . . . . . 262 5.4.11 Setting up offerings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268 5.4.12 Setting up SLA in IBM Tivoli Service Level Advisor . . . . . . . . . . . 276 5.5 How the new solution works in practice . . . . . . . . . . . . . . . . . . . . . . . . . 292 5.6 Continuous improvement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312 Chapter 6. Case study scenario: Greebas Bank. . . . . . . . . . . . . . . . . . . . 315 6.1 Background to the business and its current issues . . . . . . . . . . . . . . . . . 316 6.1.1 The business unit perspective. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316 6.1.2 IT management perspective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317 6.2 Existing IT infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320 6.2.1 Systems environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320 6.2.2 Systems management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321 6.2.3 Existing service level management. . . . . . . . . . . . . . . . . . . . . . . . . 322 6.2.4 Business service management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323 6.3 A service level management solution . . . . . . . . . . . . . . . . . . . . . . . . . . . 325 6.3.1 Where we want to be . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325 6.3.2 Where we are now . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326vi Service Level Management
  8. 8. 6.3.3 How we will get there . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327 6.3.4 How we will know we have arrived . . . . . . . . . . . . . . . . . . . . . . . . . 330 6.4 Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330 6.4.1 Stage 1: Defining services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332 6.4.2 Stage 2: Enhancing instrumentation . . . . . . . . . . . . . . . . . . . . . . . . 333 6.4.3 Stage 3: Determining users and roles . . . . . . . . . . . . . . . . . . . . . . . 337 6.4.4 Stage 4: Determining IBM Tivoli Business Systems Manager resource types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339 6.4.5 Stage 5: Creating IBM Tivoli Business Systems Manager business systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340 6.4.6 Stage 6: Creating IBM Tivoli Business Systems manager views . . 351 6.4.7 Stage 7: Agreeing to service level agreement objectives . . . . . . . . 363 6.4.8 Stage 8: Defining metrics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366 6.4.9 Stage 9: Preparing for ETLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369 6.4.10 Stage 10: Preparing IBM Tivoli Service Level Advisor . . . . . . . . . 371 6.4.11 Stage 11: Creating offerings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375 6.4.12 Stage 12: Creating SLAs and OLAs . . . . . . . . . . . . . . . . . . . . . . . 395 6.4.13 Stage 13: SLA reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409 6.5 How the SLM solution works in practice . . . . . . . . . . . . . . . . . . . . . . . . . 414 6.5.1 Example 1: Component failure without loss of service . . . . . . . . . . 414 6.5.2 Example 2: Component failure terminates a service. . . . . . . . . . . . 421 6.5.3 Root cause analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434 6.5.4 Assessing the SLM solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440 6.6 Continuous improvement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441Part 3. Appendixes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 445 Appendix A. Service management and the ITIL . . . . . . . . . . . . . . . . . . . . 447 The ITIL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448 Service management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448 Service delivery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450 Service support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451 Service support disciplines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453 Configuration management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454 Service desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459 Incident management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461 Problem management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463 Change management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466 Release management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472 Service delivery disciplines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475 Capacity management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477 Availability management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484 Financial management for IT services . . . . . . . . . . . . . . . . . . . . . . . . . . . 487 Contents vii
  9. 9. IT service continuity management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 491 Service level management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495 Bringing it all together. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507 Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507 Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508 Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509 Constant improvement is a must . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509 Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511 Delivery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512 Measurement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512 Calibration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 513 The power of integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 513 Appendix B. Important concepts and terminology . . . . . . . . . . . . . . . . . 515 IBM Tivoli Service Level Advisor concepts. . . . . . . . . . . . . . . . . . . . . . . . . . . 516 IBM Tivoli Business Systems Manager concepts. . . . . . . . . . . . . . . . . . . . . . 521 Appendix C. Scripts and rules used in this book. . . . . . . . . . . . . . . . . . . 527 Abbreviations and acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531 Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533 IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533 Other publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534 Online resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535 How to get IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 536 Help from IBM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 536 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537viii Service Level Management
  10. 10. NoticesThis information was developed for products and services offered in the U.S.A.IBM may not offer the products, services, or features discussed in this document in other countries. Consultyour local IBM representative for information on the products and services currently available in your area.Any reference to an IBM product, program, or service is not intended to state or imply that only that IBMproduct, program, or service may be used. Any functionally equivalent product, program, or service thatdoes not infringe any IBM intellectual property right may be used instead. However, it is the usersresponsibility to evaluate and verify the operation of any non-IBM product, program, or service.IBM may have patents or pending patent applications covering subject matter described in this document.The furnishing of this document does not give you any license to these patents. You can send licenseinquiries, in writing, to:IBM Director of Licensing, IBM Corporation, North Castle Drive Armonk, NY 10504-1785 U.S.A.The following paragraph does not apply to the United Kingdom or any other country where such provisionsare inconsistent with local law: INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDESTHIS PUBLICATION "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED,INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT,MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states do not allow disclaimerof express or implied warranties in certain transactions, therefore, this statement may not apply to you.This information could include technical inaccuracies or typographical errors. Changes are periodically madeto the information herein; these changes will be incorporated in new editions of the publication. IBM maymake improvements and/or changes in the product(s) and/or the program(s) described in this publication atany time without notice.Any references in this information to non-IBM Web sites are provided for convenience only and do not in anymanner serve as an endorsement of those Web sites. The materials at those Web sites are not part of thematerials for this IBM product and use of those Web sites is at your own risk.IBM may use or distribute any of the information you supply in any way it believes appropriate withoutincurring any obligation to you.Information concerning non-IBM products was obtained from the suppliers of those products, their publishedannouncements or other publicly available sources. IBM has not tested those products and cannot confirmthe accuracy of performance, compatibility or any other claims related to non-IBM products. Questions onthe capabilities of non-IBM products should be addressed to the suppliers of those products.This information contains examples of data and reports used in daily business operations. To illustrate themas completely as possible, the examples include the names of individuals, companies, brands, and products.All of these names are fictitious and any similarity to the names and addresses used by an actual businessenterprise is entirely coincidental.COPYRIGHT LICENSE:This information contains sample application programs in source language, which illustrates programmingtechniques on various operating platforms. You may copy, modify, and distribute these sample programs inany form without payment to IBM, for the purposes of developing, using, marketing or distributing applicationprograms conforming to the application programming interface for the operating platform for which thesample programs are written. These examples have not been thoroughly tested under all conditions. IBM,therefore, cannot guarantee or imply reliability, serviceability, or function of these programs. You may copy,modify, and distribute these sample programs in any form without payment to IBM for the purposes ofdeveloping, using, marketing, or distributing application programs conforming to IBMs applicationprogramming interfaces.© Copyright IBM Corp. 2004. All rights reserved. ix
  11. 11. TrademarksThe following terms are trademarks of the International Business Machines Corporation in the United States,other countries, or both: Eserver® DB2® Redbooks (logo) ™ ibm.com® IBM® Redbooks™ z/OS® IMS™ Tivoli Enterprise™ AIX® Lotus® Tivoli Enterprise Console® CICS® NetView® Tivoli® CICSPlex® OMEGAMON® TME® Database 2™ OS/390® WebSphere® Domino® OS/400® DB2 Universal Database™ Rational®The following terms are trademarks of other companies:Java and all Java-based trademarks and logos are trademarks or registered trademarks of SunMicrosystems, Inc. in the United States, other countries, or both.Microsoft, Windows, Windows NT, and the Windows logo are trademarks of Microsoft Corporation in theUnited States, other countries, or both.Intel, Intel Inside (logos), MMX, and Pentium are trademarks of Intel Corporation in the United States, othercountries, or both.UNIX is a registered trademark of The Open Group in the United States and other countries.Linux is a trademark of Linus Torvalds in the United States, other countries, or both.Other company, product, and service names may be trademarks or service marks of othersPeregrine ServiceCenter is a trademark of Peregrine.x Service Level Management
  12. 12. Preface Traditional availability management focuses on managing the state of IT resources at a component level, without the context of the required service necessary to support vital business functions. As IT organizations mature and focus more on meeting business objectives, they recognize the value of providing sustained levels of availability. They also improve service quality that is consistent with business objectives and cost constraints. Managing IT costs requires repeatable and measurable processes such as the best practices for service level management (SLM) documented in the IT Infrastructure Library (ITIL). Central to the ITIL best practices are the service management processes. These are subdivided into the core areas of service support (day-to-day operation and support) and service delivery (long-term planning and improvement). This IBM® Redbook takes a top-down approach that starts from the business requirement to improve service management. This includes the need to align IT services with the needs of the business, to improve the quality of the IT services delivered, and to reduce the long-term cost of service provision. It focuses on how clients accomplish this by implementing SLM processes supported by IBM Tivoli Service Level Advisor and IBM Tivoli Business Systems Manager. The approach used in this book leverages Tivoli® and non-Tivoli monitoring sources. IBM Tivoli Monitoring for Transaction Performance, IBM Tivoli Monitoring, and various IBM Tivoli Monitoring PACS, along with Peregrine ServiceCenter, serve as interface points to provide the end-user perspective of service delivery. For IT managers and technical staff who are responsible for providing services to their customers, use this IBM Redbook as a practical guide to SLM with IBM Tivoli products. It takes you from a general outline of SLM to specific implementation examples of banking and trading that incorporate the Tivoli monitoring products. The key elements that are addressed in this redbook are: Organizational considerations for implementing the ITIL processes Identifying which services or business functions will be used for the initial deployment Determining the metrics and monitoring sources required for operational and service level agreements (SLA) definition and evaluation, including business schedules and maintenance periods© Copyright IBM Corp. 2004. All rights reserved. xi
  13. 13. Leveraging IBM Tivoli Business Systems Manager for configuration and availability management of services Peregrine ServiceCenter for service desk in a component-level for SLA, as well as managing service incidents in real-time The value of understanding the impact of end-user response time on service delivery Managing end-to-end services that include mainframe and distributed components Improving service delivery with proactive service management using predictive analysis and operational status alerts Providing ongoing executive-level status, and on-demand reporting The next steps for expanding the deployment using the ITIL continuous improvement process approach Overall business value attained through the implementation of these processes and toolsThe team that wrote this redbook This redbook was produced by a team of specialists from around the world working at the International Technical Support Organization (ITSO), Austin Center. Edson Manoel is a software engineer at IBM working in the ITSO, Austin Center, as a Senior IT Specialist in the systems management area. Prior to joining the ITSO, Edson worked in the IBM Software Group, Tivoli Systems, and in IBM Brazil Global Services Organization. He was involved in numerous projects in designing and implementing systems management solutions for IBM Clients and Business Partners. Edson holds a Bachelor of Science degree in applied mathematics from Universidade de Sao Paulo, Brazil. Kimberly Cox is an IBM Certified IT Specialist with IBM Software Services for Tivoli. She joined IBM in 1998. She has six years of field experience and her current area of expertise is the architecture and deployment of IBM Tivoli Business Systems Manager/Distributed. She holds a master degree in computer science and engineering from Pennsylvania State University. Eswara Kosaraju is an advisory software engineer for the IBM Tivoli Software Group in Research Triangle Park, North Carolina. He joined IBM in 1999. He holds a master degree in science and technology in engineering physics from Regional Engineering College, Warangal, India.xii Service Level Management
  14. 14. Matt Roseblade is a services consultant with the PAN-EMEA Services for TivoliSoftware based in the United Kingdom (UK). He has worked for IBM for nineyears and has four years of experience in working with IBM Tivoli BusinessSystems Manager on engagements throughout Europe. Prior to working for IBMSoftware Group, Matt worked for IGS SSO leading a team responsible for thesystems management of IBM and outsourced z/OS® systems across EMEA.During his 14 years in IT, Matt has acquired 12 years experience in systemmanagement disciplines on the mainframe.Alex Shafir is an advisory software engineer with the IBM Tivoli Software Groupin Research Triangle Park, North Carolina. He has been working with IBM TivoliBusiness Systems Manager since 1997 and joined IBM in 2000. He has over 30years of IT experience in both technical and management positions. He has beeninvolved in SLM, capacity planning, and performance management since 1984.He holds master degree in electrical engineering from Polytechnical Institute,Riga, Latvia.Venkat Surath is a senior IT specialist, as well as an IBM Certified IT Specialist,and part of IBM Software Services for Tivoli Americas. He holds a master degreein computer science from Illinois Institute of Technology, Chicago. Upongraduation, he joined Communications Products Division, IBM Research TrianglePark, NC in 1983 as a software engineer developing network managementsoftware. In 1997, he joined Tivoli Services North America and provides TivoliBusiness Systems Management services. His areas of expertise include IBMTivoli Business Systems Manager (Distributed) and Tivoli Monitoring forTransaction Performance.Eduardo Tanaka is a software engineer for the IBM Software Group, TivoliDivision in Research Triangle Park, North Carolina. He worked nine years inUNIX® server hardware and software development and management for aBrazilian company. Then, in 1990, he joined IBM where he served as thedevelopment, function and system test team leader for various system andnetwork management products. He holds a degree in electronic engineering fromthe Instituto Tecnologico de Aeronautica in Brazil.Brian Watson is a consulting IT specialist from Tivoli Services, EMEA NorthRegion, IBM Software Group. He has worked for IBM for over three years, hasover 25 years of IT experience in both public and private sectors, and specializesin systems management. He was one of the first people to be ITIL certified in1995, and has successfully completed many large and complex systemsmanagement projects including implementations of IBM Tivoli Business SystemsManager. Preface xiii
  15. 15. Front row (left to right): Matt Roseblade, Kimberly Cox, and Venkat Surath; back row: Edson Manoel, Eswara Kosaraju, Eduardo Tanaka, Alex Shafir, and Brian Watson Thanks to the following people for their contributions to this project: Peer van Beljouw Ruth van Ouwerkerk ABN AMRO Bank, Netherlands Budi Darmawan Morten Moeller ITSO, Austin Center Rosalind Radcliffe BSM Integration Architect, IBM Software Group, Raleigh Eduardo Patrocinio Tivoli SWAT Team, IBM Software Group, Raleigh Jayne T. Regan Service Level Advisor Development Manager, IBM Software Group, Raleigh Michael D. Tabron Tivoli Service Level Advisor Interaction Designer, IBM Software Group, Raleigh Joe Belna Shawn Clymer Subhayu Chatterjee TSLA Development team, IBM Software Group, Raleighxiv Service Level Management
  16. 16. Gareth Holl TSLA L2 Support, IBM Software Group, Raleigh Tom Odefey TBSM SVT Specialist, IBM Software Group, Raleigh Tony Bhe ITM SVT Specialist, IBM Software Group, Raleigh Jon O. Austin John Irwin Yoichiro Ishii Tivoli Customer Programs, IBM Software Group, RaleighBecome a published author Join us for a two- to six-week residency program! Help write an IBM Redbook dealing with specific products or solutions, while getting hands-on experience with leading-edge technologies. Youll team with IBM technical professionals, Business Partners and/or customers. Your efforts will help increase product acceptance and customer satisfaction. As a bonus, youll develop a network of contacts in IBM development labs, and increase your productivity and marketability. Find out more about the residency program, browse the residency index, and apply online at: ibm.com/redbooks/residencies.html Preface xv
  17. 17. Comments welcome Your comments are important to us! We want our Redbooks™ to be as helpful as possible. Send us your comments about this or other Redbooks in one of the following ways: Use the online Contact us review redbook form found at: ibm.com/redbooks Send your comments in an email to: redbook@us.ibm.com Mail your comments to: IBM Corporation, International Technical Support Organization Dept. JN9B Building 003 Internal Zip 2834 11400 Burnet Road Austin, Texas 78758-3493xvi Service Level Management
  18. 18. Part 1Part 1 Fundamentals This part includes the following chapters: Chapter 1, “Introduction to service level management” on page 3 Chapter 2, “General approach for implementing service level management” on page 23 Chapter 3, “IBM Tivoli products that assist in service level management” on page 53 Chapter 4, “Planning to implement service level management using Tivoli products” on page 109© Copyright IBM Corp. 2004. All rights reserved. 1
  19. 19. 2 Service Level Management
  20. 20. 1 Chapter 1. Introduction to service level management This chapter introduces service level management (SLM). It also outlines an approach to the management of the business-oriented delivery of IT services that this book details in later chapters. Refer to Appendix A, “Service management and the ITIL” on page 447, for details about the organization and activities of SLM and the contributing IT management disciplines.© Copyright IBM Corp. 2004. All rights reserved. 3
  21. 21. 1.1 Service level management overview The goal of maximizing profits drives change as well as innovation. It often involves the use of IT to gain a competitive advantage in selling a company’s products and services. To achieve their goals, business units partner with an IT organization to implement technology projects and thus become IT customers. Accordingly, IT organizations are hired by business units to provide technology services. Therefore, they must meet their requirements for those services. In today’s cost-conscious environment, IT organizations are under pressure to reduce costs even as they must deliver a higher level of service to increasingly well informed users. Why service level management? For this reason, customer perception of the availability and performance of these services drives customer satisfaction. As a service provider, an IT organization must be able to demonstrate and guarantee quality of service to its customers. However, IT management has often struggled to measure delivered services while reconciling such measurements with the perceived quality of this delivery. To solve this problem, IT organizations are deploying SLM that includes contracts between IT and its clients that specify the client expectations, IT’s responsibilities, and the compensation that IT will provide if the goals are not met. The main factors for driving interest to SLM are: Complexity: A dramatic increase in the number of applications, their importance, and demand on IT infrastructure Dissatisfaction: Increasing user sophistication and growing dissatisfaction among users with service that they receive from IT Better technology: More mature technology that can provide end-to-end measurement, reporting, and management at a reasonable cost and offer more simple process What is service level management? SLM is a means for the lines of business (LOB) and IT organization to explicitly set their mutual expectations for the content and extent of IT services. It also allows them to determine in advance the steps to take if these conditions are not met. The concept and application of SLM allows IT organizations to provide a business-oriented, enterprise-wide service by varying the type, cost, and level of service for the individual LOB.4 Service Level Management
  22. 22. According to the highly popular, process-based methodology IT InfrastructureLibrary (ITIL), SLM is the process of negotiating, documenting, agreeing andreviewing business service requirements and targets, within service levelrequirements and agreements between service providers and their customers.These relate to the measurement, monitoring, reporting, reviewing, andcontinuous improvement of service quality as delivered by the IT organization tothe business.ITIL’s methodology provides two models for IT activities: service delivery andservice support.Service deliverySLM, along with availability management, capacity management, IT servicecontinuity management, and financial management for IT services, comprisesthe service delivery model. The primary role of this model is to offer a proactiveprocess of planning and management of service according to the plan.Service supportThe service support model includes incident management, problemmanagement, change management, release management, and configurationmanagement. The primary role of this model is to offer operationalimplementation and monitoring of service according to the plan.Figure 1-1 shows how the service delivery and service support models fit in theITIL roadmap for service management. Planning to implement Service Management Service Management The Business Information Perspective Service Delivery Service Support Technology perspective Linking business goals to IT Providing IT Services Providing IT Services cost-effectively support and maintenance Applications Security IT Infrastructure Management Management ManagementFigure 1-1 The ITIL service management roadmap Chapter 1. Introduction to service level management 5
  23. 23. According to the ITIL, SLM relates to the other aforementioned disciplines as follows: Supported by availability management, IT service continuity management, capacity management, problem management, and configuration management Provides information to incident management and change management Monitored via financial management for IT services, incident management, capacity management, and availability management Supports application management, business processes, and event management SLM is the disciplined, proactive methodology. Procedures are used to ensure that adequate levels of service are delivered to all IT users in accordance with business priorities and at an acceptable cost. Service levels typically are defined in terms of availability, responsiveness, integrity, and security delivered to users of the service. Pros and cons of service level management Although the duration and scale of SLM implementations may vary, both large and small corporations can capitalize on the benefits of SLM. They do so by choosing the components that are most appropriate to their specific SLM needs. Implementing SLM requires time and effort. It is difficult to rationalize allocation of IT resources to this project if IT is already working with limited resources. In addition, IT clients sometimes abuse the SLM processes, especially when they aim for unreasonable or unattainable service level commitments. However, this should not stop IT management from developing SLM, which can be equally important for both business units and an IT organization. SLM increases the efficiency of an IT organization and introduces a financial incentive and penalty system for service delivery. Indeed, the rising popularity of SLM testifies to its value. For an IT organization, the effective SLM is often a matter of survival particularly if its mission is to operate as a business. The product of an IT organization is the service it delivers to business units. For an IT organization, providing quality services is not enough. The service must consistently be of the same high quality both in actual delivery and in the eyes of the users of the services. SLM supports IT organizations to improve the quality of the services provided and the quality of the services as it is perceived by the users of IT services. Refer to Appendix A, “Service management and the6 Service Level Management
  24. 24. ITIL” on page 447, for a definition of quality of services and how it is perceived by users and customers of IT services. Both an IT organization, as a seller, and a business unit, as a buyer, need a contract that clearly defines both the capabilities and limitations of this process. For reasons of customer satisfaction and cost control, the product must meet the specifications of this contract.1.2 Service level management benefits Businesses need to respond quickly to market demands and seek to maximize profits. These goals often result in a high volume of change for IT organizations. Every IT organization has an objective to align its goals with business requirements and to better support business needs. They use SLM to ensure that scarce IT resources are prioritized to focus on key business requirements. By implementing SLM, IT organization can achieve many of their goals. However, they must overcome many challenges to ensure that the SLM program is successful. Goals The goals of SLM are: Understand and meet the requirements of customers and end users Use resources efficiently, effectively, and provide value for money Improve continuously through a process of learning and growth Use internal process to generate added value for customers and survive Establish a business-like relationships between the customer and supplier Challenges The challenges of SLM are: Divergent views of business and IT organizations Diversity of organization business areas Changing the mind set from products and systems to services Perception of IT (historically not always good) Unknown components, dependencies, and ownership Poor quality management information and metrics Unable to justify investment or assess risk No measure of proof of improvement Coping with infrastructure complexity Providing consistent and stable services Chapter 1. Introduction to service level management 7
  25. 25. Faced with many constraints, an IT organization wants recognition for providing good services based on component-centric measurement metrics. At the same time, business units feel that they are paying for a service, but cannot perform their work and do not trust IT that always report good service. SLM offers evolution for measuring IT effectiveness by moving from the component-based evaluation of service to service-based management. Figure 1-2 illustrates a situation where the reduction of the downtime of components reported by the IT organization does not improve customer satisfaction because the damage has already been done. It emphasizes the fact that business units and IT organizations have different views of the customer perception on the quality of the services provided. BUSINESS MANAGER IT ME AS UR EM CUSTOMER EN IMPACT TS TS EN EM UR AS Outages S ME ES SI N BU IT COMPONENTS DOWNTIME IT MANAGER Time Figure 1-2 IT and business views often differ When used correctly, SLM helps an IT organization to deploy resources fairly, defend itself from user attacks, and advertise good service.8 Service Level Management
  26. 26. How can SLM help IT to deploy resource fairly? Client satisfaction SLM necessitates IT management to initiate a dialog with business units to understand the requirements for service. It also forces business units to clearly state their requirements and expectations. Improved client satisfaction is the main benefit of SLM, which ensures it through negotiated SLAs, established benchmarks for service measurement, and continuing dialog through reporting and reviews. Managing expectations SLM makes it possible to avoid an expectation creep of rising levels of IT clients’ undocumented expectations. Undocumented users’ requirements and expectations levels usually lead to expectations staying ahead of service that is being delivered. SLAs document negotiated requirements and establish expectations. They also serve as brakes when users want higher levels of service than IT committed to deliver. Resource regulations SLM provides a mechanism for governing IT resources. It allows IT to reject demands for resources to applications that unfairly tie up resources, and therefore, regulate workload based on business priorities. SLM helps to avoid capacity problems by providing early warning of SLAs being violated. Additional equipment might be required to support IT commitments. Cost control SLM helps IT to determine, through dialog with users, the level of service required and to determine the acceptable capacity and staffing it needs to provide. SLM can demonstrate that desirable service is not always affordable and can impact costs through moderating user demands for higher levels of service. It allows IT to explain the financial impact of higher levels of service and avoid the unnecessary cost by forcing users to justify the additional cost.SLM helps to change relationships between business units and IT from anegative acceptance of IT as a necessary evil to viewing IT as an asset inexecuting their mission. When the clear service objectives are documented andnegotiated measurement reporting is in place, IT has the means to manage itsresources as well as user dissatisfaction.BenefitsIn summary, the benefits of SLM are: IT service designed to meet agreed