PCTY 2012, SmartCloud Control Desk v. Mikkel Koenig


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  • ITSM is a mature marketplace Majority of customers have ITSM solutions in place – especially in Western Europe and the Americas Little differentiation between vendors on core service management processes: incident, problem, change, configuration, etc. Differentiation today centers on time-to-value, user interface, simplicity, total cost of ownership, integration, and automation Blurring of traditional roles / Suite buying behavior Customers want a complete solution with seamless business processes, and prefer a single vendor solution over integrating multiple vendor products Traditional roles becoming less rigid – e.g. service mgmt staff interacting with development or with end users through social collaboration Gartner no longer doing a service desk Magic Quadrant – expecting new focus on ITSM suites SaaS growth is changing the market Gartner claims 50% of RFPs will soon mandate SaaS delivery model (2% in 2007, 30% in 2010) SaaS is changing the on-premise dynamic – more pipeline, references, POCs, analyst coverage, etc. driven by SaaS Support for increased dynamism in the environment Increased use of virtualization & cloud Higher rate and pace of change means users expect request fulfillment in minutes vs days Support for Smarter Planet solutions that combine intelligent assets and traditional IT Business assets go beyond the data center to traditional physical assets in the field. Consumerization of IT More self help and “Google-style” search Users expect simpler and easier to use interfaces (Amazon, Facebook) and to be able to access from their smart phone or tablet Tied into social media – instant messaging, blogs, wikis, Twitter, etc.
  • Solution is built on a common platform, the Tivoli Process Automation Engine (TPAE) which is also shared with Maximo Enterprise Asset Management solutions.
  • IBM Smartcloud Control Desk is bringing together TAMIT, TSRM and CCMDB into a single solution that will support your customer’s service management maturity. It will support several delivery models to meet business needs and allow them the flexibility to grow as their maturity grows. Traditional Install - Allows total control over product environment, User choice of operating system, middleware, database and Provides most flexible, customized solution Virtual Machine Image - Provides an out-of-the-box virtual machine that can be installed in 30 minutes, Tested for production use in private cloud and perfect for dev/test environments Software-as-a-Service - IBM owns and runs entire product infrastructure, Users log in remotely to IBM systems to utilize the software Strategic Outsourcing - IBM owns and runs both infrastructure and staff Entry Edition - Customers can start with simple Service Desk and Change Management
  • By combining the functionality of our current TSRM (green) , CCMDB (orange) and TAMIT (blue) products into a single solution we are able to deliver 9 ITIL processes in IBM Smartcloud Control Desk. This becomes a critical chart for any of your clients embarking on a ITIL implementation. Each of these processes comes with out of box best practice workflows to support automation and runbooks. service asset & configuration management
  • Improve navigation and functional intuitiveness by introducing a left side navigational control in key applications, prioritized by user role and major use cases
  • Extend support of mobile devices for additional usage scenarios
  • Make it more intuitive to create and submit new changes, incidents, and service requests through process flow improvements and unnecessary field clutter reduction Expand customer first experience improvements by improving intuitiveness, navigation, and reducing clutter
  • Improve navigation and functional intuitiveness by introducing My Assets information to end users on the Self Service Center application Provide proper offering dialogs for self service quick inserts Enable a user to login and land directly into the self-service center application and after a session timeout
  • Its not just about the value of the asset, it’s about the value of the service that the asset delivers to the business Business Need Improve visibility and control of all IT assets through their lifecycle Obtain accurate asset data to enable appropriate and timely action across the business Business Drivers Streamline purchasing and contract management Improve planning capability Improve asset utilization by extending it’s life Improve employee/customer service Optimize energy efficiency of assets Business Value Delivered Reduce IT asset cost through visibility and control Increase time-to-value with ITAM best practices Maximize lifetime productive value of assets Improve efficiency through role drive UI and workflow Better IT service that meets increasing business demand
  • SaaS – this is what you currently know as Tivoli Live service manager and will be a delivery method in the IBM Smartcloud Control Desk. Tivoli sellers, GTS and business partners should be interested in selling this to customers with Reduced Capital Expense and need Quick Time to Value Cloud ready VM image Install – this is our Tivoli Service Manager Quick Install which will also be a delivery method in the IBM Smartcloud Control Desk. It provides Quick Deployment, Quick Time to Value and supports Private Cloud. Sellers are Tivoli direct and business partners Traditional License On-premise install – this is our traditional on-premise software like CCMDB, TSRM and TAMIT. It will continue to be our on-premise solution under IBM Smartcloud Control Desk that is Highly Scalable and Highly Customizable. Sellers are Tivoli Direct and business partners.
  • PCTY 2012, SmartCloud Control Desk v. Mikkel Koenig

    1. 1. IBMSmartCloud Control DeskOptimizing the World’s InfrastructureCopenhagen, 22-05-2012© 2012 IBM Corporation
    2. 2. Smarter infrastructure demands an innovativeapproach to managing assets, changes andservices Fading boundaries across business and IT assets Physical and infrastructure assets are increasingly embedded with software and resemble assets in traditional IT environment. Velocity of changes impact business agility Manual processes cannot keep up with  Rate of change driven by a cloud or virtualized environment  Planning and scheduling work across IT and operations line of business Business users are not IT-savvy Increasing population of non-technical users request access to business services 2
    3. 3. Introducing IBM SmartCloud Control DeskA comprehensive IT Service Management solution that helps reduce cost and minimize service disruptionsthrough automated service request handling, efficient change management, optimized asset lifecyclemanagement across IT and enterprise domains. Built on a common platform, in a single suite. Service Mobile IT Staff Users Desk workers Role-Based, Adaptive User Interfaces & Dashboards Applications for Different Disciplines Service Catalog & Incident Problem Request Mgmt Management Management Change Configuration Release Management Management Management IT Asset Procurement License Management Management Management Common Runtime & Services Workflow, Notification, Escalation, Security Asset & Configuration Mgmt Database Asset CI Automation Roles, Organization, Sites, Changes, Incidents, … 3
    4. 4. IBM SmartCloud Control Desk is a next generationIT asset and service management solution• One complete IT Service Management solution to remove complexity associated with separate, siloed tools for service desk, asset, change, and configuration management• Seamless connection between Change Management and IT Asset Management domains ; automate synchronization of data• Simple, user-friendly, intuitive interface• Rapid deployment to support faster time-to-value of solution for dev / test and private cloud• A method for managing complex services based on intelligent operating assets, consistent with IT service management practices 4
    5. 5. IBM SmartCloud Control Desk Product Evolution IBM SmartCloud Control Desk IT Asset Management •IT Asset Lifecycle Management •Procurement and Contracts •Software and License Management •Service Request and IT Asset Management integration Current product model oriented by siloed Change and Configuration Management business process and user type •Change, Release, Deployment management •Service Asset & Configuration Management •Unified Asset, Change & Configuration Management TAMIT TSRM CCMDB Service Request Management •Service Request Fulfillment, Incident, Problem and Knowledge Management TAMIT – TSRM – CCMDB – •Service Request and IT Asset Management Service Service Service integration Provider Provider Provider •Incident and Configuration Management integration Service Catalog 5
    6. 6. Brings together 10 ITIL processes into one solution Manage a customized, searchable list of all Services (internal or Inventory, financial, and contractual external) available to Customers. It Service functions to support life cycle Catalog Mgmt Service Asset management and strategic decision includes information about and deliverables, prices, contact points, making for the IT environment. Configuration Management and traceability of ordering and request Processes Management every aspect of a configuration from beginning to end Handle requests from a User for information, or Request IBM SmartCloud Control advice, or for a Standard Fulfillment Change or for Access to an Desk Creation, routing and IT Service Procurement management of requests, Management purchase orders,Restore normal service Single Product Quicker Time to Value contracts and terms andoperation as quickly as Single Install Multiple Delivery Models conditions Incidentpossible and minimize the Single Maintenance Stream Simplified Pricing Model Managementadverse effects on business Simplified License Model Lower Cost of Ownershipoperations Resolve the root causes Problem License Auditable, reportable lifecycle of of incidents to minimize Management Management various license types and terms. impact on enterprise and prevent recurrence Change Ensure that standardized Management Gather, analyze, store and share methods and procedures Knowledge knowledge and information within are used for efficient Release Management the organization. handling of all changes Management Verifies the availability of licensed, tested, and version-certified software and hardware, which functions as intended when introduced into existing infrastructure 6
    7. 7. Capabilities built on a common platform Features Benefits Improved efficiency due to all processes sharing a common user Common user interface interface Helps automate and improve resolution of incidents through an integrated runbook capability that spans all functional areas, with the Runbook Automation power and flexibility to effect change throughout the complete process Easy-to-use Workflow Builder includes Application Designer, Database Configuration, Escalations, Notifications, and Email Custom Workflows Listener Reduce errors by setting up ITIL v3 aligned process workflows Report tooling includes canned reports, Key Performance Indicators Common, versatile displayed on a dashboard, Ad Hoc Query functionality and a query Reporting engine wizard allowing users to define and schedule their own reports Irrefutable auditability and accountability through eSignature and Compliance support eAudit Seamless integration of ITIL-based frameworks, including support for Web Services, JMS, HTTP(S), Database Files (XML or Flat), Integration Framework LDAP, Launch in Context, Event or Batch/Bulk Processing, Email and Workflow connectivity Global deployment Supports multiple languages & currencies to allow connection of support disparate sites and organizations Multi-Customer enablement or Service Provider support allows Service Provider support management of multiple customers in single instance deployment 7
    8. 8. Key SCCD 7.5 features
    9. 9. Key 7.5 features: Navigation enhancements:Left hand navigation 9
    10. 10. Key 7.5 Features: Mobile SupportSupports the following activities through Blackberry, iOS, Android End user creates and or views service request Analyst changes service request owner or status Service request approval by manager Analyst creates and/or views incident 10
    11. 11. Key 7.5 Features: Application Level Import/Export• Customers can easily import and export data from any Maximo application• User can import bulk records• User can export a result set of records, make a series of quick changes within excel, xml, etc. and then import back to Maximo Feature Benefit Import and Export data from any Allows customers to make changes very quickly to a series Maximo application of records. Formerly had to perform this task “record by record” (i.e. bulk change to asset records) May be enabled for any Maximo Customers may selectively make these tool bar buttons application available to appropriate user roles or groups User can import bulk records A customer may bring a new business unit online much more quickly (i.e. importing asset records for new business unit) 11
    12. 12. Key 7.5 Features: Application Level Import/Export 12
    13. 13. Key 7.5 Features:Asynchronous validation and typeahead Field_tabbing.swf 13
    14. 14. Service Request Fulfillment, Incident,Problem and Knowledge ManagementMinimize service disruptions through an efficient Service Desk that handles servicerequests, problems and incidents. 14
    15. 15. Service Request Fulfillment, Incident, Problemand Knowledge Management Feature Benefits Make most critical services available first by prioritizing incidents based Prioritized Incident Response on business service impact Built-in searchable solutions Shorten time to resolve incidents through access to solutions for knowledge base specific service requests Embedded remote Enable service desk agents to remotely take over workstations for diagnostics capability problem resolution Saves labor and reduces errors by pre-populating work order fields Ticket Templates with service request information Auto pre-population and Save time by pre-populating tickets through integration with Computer classification of tickets Telephony software from Genesys and Cisco Quickly identify and classify ticket type based on keywords and detail Auto classification of tickets fields of the ticket Enable service desk agents to communicate through Lotus Sametime, Chat Capability MS Office Communicator, Google Talk, Jabber for efficient and quicker request fulfillment Email Listener Efficiently processes inbound emails into service requests Provides capability to synchronize tickets through bi-directional Third-party tool integration integration with BMC Remedy, HP Service Center Service Requests can be created, viewed, approved from Blackberry, Mobile Support iOS, Android 15
    16. 16. Easier and simpler for IT Staff to create SR andIncidents 16
    17. 17. Simplified Service Request application – BEFORE 17
    18. 18. Simplified Service Request application – AFTER 18
    19. 19. Simplified Incident Application 19
    20. 20. Service CatalogProvide Self help and a rich catalog of Services to help end users solve their ownproblemsService Catalog is a key end user interaction point between end users and operationsacross domains 20
    21. 21. Service Catalog BenefitsFeature Benefits Improve service levels and employee productivity byPublish a searchable list providing a list of services available to them; Help shortenof available services time to find services by allowing a search of catalog for available servicesAssociate cost Allows users of services to understand cost and manageinformation to services consumption of services Service catalog entries can be provided based on a groupService Entitlement or business unitService Definition Lower cost and time taken for catalog development throughTemplates templates available for common service items Lowers costs by improving re-use of informationevery timeJob Plan Templates you create a work order for similar work 21
    22. 22. Improvements on the “Self Service Center” forEnd Users New “My Assets” pod “Show All My Assets” Pop-up dialog showing asset information 22
    23. 23. Requestor provides details when a service isrequested  NEW! No need to write Presentation XML by hand – Provides ability to edit custom dialogs in App Designer – No need to modify library.xml for offering dialogs  Offerings can store data in a MBO (instead of Specification Attributes) – This can provide the full power of MBOs for offerings, including conditional UIs.  Support for Cart Templates 23
    24. 24. Support for Tables in an Offering 24
    25. 25. Support for Creating Work Orders and Change 25
    26. 26. Service Requests: Improvements in v7.5 Provides tree based search capability in knowledge management Improved Time To Value for Configuring Offerings – Enhanced ‘Default Dialogs’ so that customers can quickly create offerings • Attribute ordering, flyover help on attributes, support for checkboxes, calendars and text boxes – For ‘Custom Dialogs’ • Service Designers can use Application Designer to design offering dialogs. Richness of Offering Dialogs – Support for tables in Offering Dialogs • Example – Open multiple ports in a firewall, Provide access to buildings Improved End User Experience – Save Cart as Template • Reuse form data from previous carts Improved Configurability of Self-service Center – Links to applications, dialogs, external URLs – Hide, reorder items in the Navigator Support for Work Orders (in addition to Activity Work Orders) Performance Improvements 26
    27. 27. IT Asset Lifecycle Management,Procurement and Contracts, Software andLicense Management Reduce likelihood of overbuying software licenses as well as fines due to under- licensing Reduce time, cost and risk associated with compliance audits 27
    28. 28. IT Asset, Procurement and License ManagementFeature Benefits Gain deep visibility across the enterprise into assets owned, where they are located, maintenance details,Up-to-date, proactively corporate compliancemanaged authorized Track and control all hardware assets installations,repository of assets moves, additions and changes (IMAC) Manage a complete view of software entitlements across the enterprise Automated license tracking to meet complianceAccurate inventory of requirementsdeployed software Reduce time, cost and risk associated with compliance audits Reduce unnecessary acquisition costs by identifying inactive assets or redeploying underutilized assetsAsset Reports Use contract and entitlement information to improve negotiation leverage with vendors Control costs related to over-licensing 28
    29. 29. IT Asset Management is critical to the Business What do I have? Where is Who is it? Taking Control of using it? your IT Assets helps:  Control cost “Enterprises that  Mitigate compliance risk How is itWhat does begin an IT asset  configured it cost? Deliver quality service ? management levels program experience  Align IT with the business up to a 30%  Organizational efficiency How is it reduction in costs Am I compliant? used? the first year... and What value continue savings of does it 5-10% for the next 5 provide the business? years” – Gartner 29
    30. 30. IT Asset Management Capabilities Contract Management Procurement • Contract Terms & Conditions • Procure based on standards • Notifications • Create and route purchase orders • Software Contracts • Use catalogs • Integrate with ERP systemsFinancial Management • Purchase/Lease Cost Tracking • Work/Service Cost Tracking License Management • Usage Accounting • Full Lifecycle support • Total Cost of Ownership • Multiple License types supported IT Asset • Audit Ready Reports ManagementAsset Management • Software Asset Management • Hardware Asset tracking • Installs, moves, adds, changes Work Management • Reconciliation/Audit • Work planning and scheduling • Extend beyond IT • Skills, labor, and inventory management (data center facilities, power, etc.) • Service plans and cost management Service Management Easy Configuration • Support service desk with asset • UI, dashboards, KPIs, reports configuration data • Process workflows with alerts & • Service Impact Management escalations • New applications 30
    31. 31. Service Request Mgmt and IT Asset ManagementintegrationWhen the Service Desk has access to asset detail Service Desk data provides IT Asset including contract and procurement information: Management with:  Service request handling is streamlined  Information on frequency and nature of  Incident & problem resolution is expedited issues with IT assets  Service levels & customer satisfaction  Ability to increase efficiency and cost improve effectiveness 31
    32. 32. New in IT Asset Management New ‘Licenses’ Application  New Self Service Application – Create and manage entitled licenses – Provides End Users with a view of all Assets – Manage how license is internally allocated they are assigned to and their designated role – Generate PR/PO and Costs and allows them to validate the information and initiate an effort to address any New ‘Software Catalog’ Application discrepancies – Integrates with Software Knowledge Base  Other enhancements Toolkit or can be populated by discovery – Added License to existing procurement cycle – Provide a distinct list of Software Products – Enhanced Technology Refresh and End-of- – Ability to create Items used in procurement Life functionality in Asset applications – Promotion of Deployed Assets to Authorized – Ability to set aliases on products, including Assets (with default values) those discovered by Tivoli or third party tools – Software Contract Enhancements New ‘Deployed Software’ Application: – Discovered/Authorized Support for Virtual – Lists all software instances which have been Machines discovered – Software Knowledge Base Toolkit Integration – Provides details of individual installed software – Reconciliation usability Enhancements instance – New/Updated Integration Adapters – New License Management Reports 32
    33. 33. Change, Release and Deployment, ServiceAsset and Configuration Management Reduce impact of changes by defining standard, workflow-driven change procedures Ensure integrity of existing infrastructure during release of new hardware or software 33
    34. 34. Change, Release and Deployment, Service Assetand Configuration Management Feature Benefits Schedule changes to minimize impact - change windows, resource scheduling Calendaring capability can help identify exposures to planned changes, thus protecting critical business services Blackout periods identify critical business periods when outages would be expensive. Blackout period identification Automated Change scheduling can help avoid blackout periods Can apply to all CIs or to selected CIs Blackout period approvers can be specified Change and Release authorization Prevent unauthorized changes by verifying authorization access based on roles Compliance Policy Track and record changes across the organization enforcement Manage desired states of CIs, application and service configurations to validate compliance with internal and external policies Complete technical and Business impact analysis capabilities Business Impact Analysis Based on thorough relationships, analysis can be performed to spot direct relationship impact as well as associated impacts to prevent unacceptable outages due to changes Immediately remediate an audit variance by - updating an Authorized CI to reflect the Actual value - creating a Change or Service Request CI Auditing and remediation - Sending an email to the CI owner View approved Changes for a CI when viewing an audit variance to help determine if there was an approved change that caused the variance. View CI attribute history while viewing an audit variance. View the last audit results for the same CI. Save on support costs by deploying approved images from the Definitive Media Deployment of approved Library images Supports a number of media libraries; Also integrates with IBM Rational Asset Manager 34
    35. 35. Change Scheduling – Subject to multiple constraints Change Windows Black out periods Change Implementation Sched Automated Change Scheduling - Tasks, People, CI windows Schedule Conflict Detection Schedule Visualization View entire Change and individual tasks for that ChangeAgents / ManagersWith Role-based UIs(e.g. Incident Analyst, Change Manager) Resource Constraints Predecessor Chart constraint indicator 35
    36. 36. Change Management – Business Impact AnalysisAgents / ManagersWith Role-based UIs(e.g. Incident Analyst, 4) Dynamic Change Manager) Approval & Notification Based on Impact Assessment Results 1) Automated, Rule- based Impact Analysis Capability 3) Impacted CIs in CCMDB Topology View 2) Human can override based on historical data 36
    37. 37. Make it easier & simpler for IT Staff to create Change Simple pop-dialog for “create new” Lands user in the record once OK is pressed. 37
    38. 38. New Calendar New calendar control offers faster response to clicks because it does not make round trips to the server. 38
    39. 39. Simplified Change Application 39
    40. 40. Unified Asset , Change & Configuration Management Enables automated updates of related assets and CI data. This helps – keep asset information accurate – drive down cost of ownership Automatically link an asset to a CI, and vice versa, Asset Link – when the asset and CI get created separately. Easily create a CI from an asset – To start with Asset Mgmt and then use Asset Create CI Configuration Mgmt later Create Easily create an asset from a CI – To start with Configuration Mgmt and then use Asset Mgmt later Automatically update an asset when a CI gets Update Asset updated and vice versa Update – Only update one when there is the same data that exists on both an asset and CI. 40
    41. 41. Simplified CI Views & “Instant Audit” For every CI – Authorized CI attributes and Actual CI attributes are displayed side-by-side enabling “Instant Audit”. Differences are highlighted in red – to allow quick visual identification of differences. 41
    42. 42. Swim Lane views to make CI topologies easier to understandConfigurable LanesConfigurable Colors / laneConfigurable Grouping of Classifications / lane 42
    43. 43. Incident and Configuration Management integration When the service desk has access to Configuration Item detail including actual CI details, relationships & change history: • Tickets get prioritized according business impact • Incident & problem resolution is expedited • Interruptions to business services are reduced 43
    44. 44. Advantages of movingto the IBM SmartCloudControl Desk
    45. 45.  Usability • Dramatically enhanced user interface with new left-hand navigation, asynchronous validation, all-new calendar, updated rich text editing, type ahead, CI topology views with swimlanes , “Instant Audit” CI Comparison and tightened consistency. • Simplified interfaces for key apps improves intuitiveness for novice users, and reduces training costs. • Improved self-service application now includes “My asset” information • Product support for mobile devices, including Blackberry, iOS, and Android Tighter integration between assets and CIs • Synchronization between assets and CIs unifies asset and change processes and eliminates costly and time-consuming manual steps to keep them synchronized Unified product benefits • Knocks down walls that prevent users from working as needed across functional areas – all users can have access to all product functions • Improve efficiency and Quality of Service by unifying asset, change and problem management across both IT and the rest of the enterprise • Single install and maintenance stream reduce install and upgrade time Service catalog enhancements make offering creation much easier Latest platform updates • Tivoli Process Automation Engine v7.5 brings numerous benefits in user interface, migration manager, import/export, scripting, help, performance, and more! 45
    46. 46. Delivery Models IBM SmartCloud Control Desk Software as a Service Traditional License Traditional License (SaaS) VM image Install On-premise install IBM Cloud Software -as-a- Private cloud service • Reduced Capital Expense • Quick Deployment • Highly Scalable • Quick Time to Value • Quick Time to Value • Highly Customizable • Private Cloud IBM owns and runs entire Allows total control over product, product infrastructure Users log Provides an out-of-the-box virtual environment, operating system, in remotely to IBM systems to machine that can be installed in middleware and database. utilize the software 30 minutes. Tested for production Provides most flexible, customized use in private cloud and perfect for solution dev/test environmentsSpeed Customization 46
    47. 47. SmartCloud Control Desk 7.5 Editions and licensed applicationsEdition Entry Standard Internal Service (External) ServiceDisciplines / applications Edition Edition Provider Add-on Provider Add-onService Level Management  Service Catalog Management  Self Service Center  Serv. Request & Incident Management  Problem Management  Knowledge Management  Remote Control (limited license)  Change Management  Release Management  Configuration Management  Asset Lifecycle Management  Procurement Management  Contract Management  Software License Management  Support for mobile usage (Blackberry,  iOS, Android)Chargeback and service accounting  (with add-on)  for internal customersChargeback and service accounting  (with add-on)  for external customers 47
    48. 48. Questions?
    49. 49. Acknowledgements, disclaimersand trademarks© Copyright IBM Corporation 2012. All rights reserved.The information contained in this publication is provided for informational purposes only. While efforts were made to verify thecompleteness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express orimplied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM withoutnotice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any othermaterials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representationsfrom IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBMsoftware.References in this publication to IBM products, programs or services do not imply that they will be made available in all countries inwhich IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s solediscretion based on market opportunities or other factors, and are not intended to be a commitment to future product or featureavailability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that anyactivities undertaken by you will result in any specific sales, revenue growth, savings or other results. All statements regarding IBMfuture direction and intent are subject to change or withdrawal without notice, and represent goals and objectives only.Information concerning non-IBM products and services was obtained from a supplier of those products and services. IBM has not testedthese products or services and cannot confirm the accuracy of performance, compatibility, or any other claims related to non-IBMproducts and services. Questions on the capabilities of non-IBM products and services should be addressed to the supplier of thoseproducts and services.All customer examples cited or described are presented as illustrations of the manner in which some customers have used IBM productsand the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer and willvary depending on individual customer configurations and conditions. Nothing contained in these materials is intended to, nor shall havethe effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results.Prices are suggested U.S. list prices and are subject to change without notice. Starting price may not include a hard drive, operatingsystem or other features. Contact your IBM representative or Business Partner for the most current pricing in your geography.IBM, the IBM logo, ibm.com, Tivoli, the Tivoli logo, Tivoli Enterprise Console, Tivoli Storage Manager FastBack, and other IBM productsand services are trademarks or registered trademarks of International Business Machines Corporation in the United States, othercountries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademarksymbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information waspublished. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks isavailable on the Web at "Copyright and trademark information" at ibm.com/legal/copytrade.shtml 49