Details the component view (our products overlaying the functions.These two reference architecture slides details the interactions and integration points necessary to effectively manage service operations. You may have other products in some of these areas or some may be emerging and not selected yet (like SQM) but this view will give a great talking point to ID the client’s chosen technologies to date, ID integration issues making them work together, help ID who has responsibilities for these functional areas, as well as highlight ourBig picture view on the value of integration and single vendor support
SmartCloud Monitoring, Peter Vernegreen, IBM
Tivoli System-and Service Management in ActionPeter VernegreenSystem Management Integration ArchitectIBM Global Technical Service
Agenda• IBM Global Technology Services (GTS ) – Landscape – Services Delivery – Background and Strategy – Global Deployment – GTS Architecture and Best Practice – GTS and Tivoli direction and roadmaps – GTS and Tivoli key solutions• Questions
GTS - Nordic LandscapeThis is the landscape we are managed by using Tivoli Software tosupport the business at our clients* Clients All industries(From Regulated Government accounts, Financial, Pharmaceutical to Retail …)* 20.000 Server Images •80% Windows •18% AIX/UNIX/Linux • 2% zOperatingSystem* 4 IBM Strategic Datacenters based on Tivoli Infrastructure
GTS Services Delivery Integrated technology services = 10 service Product Lines IT Strategy and Middleware Services Architecture End User Services Services Maintenance and Integrated Technical Support Communications Services Services Business Continuity Storage and Data and Resiliency Services Services Our Clients Security and Privacy Server Services Services Site and Facilities Services
GTS – Background Global Technology Services (GTS) offers end- to-end IT and business process services supported by an unmatched global delivery network. Our strategy is to deliver the highest quality of service, productivity and innovation at market competitive pricing. With a strategy grounded in quality, productivity and innovation.
GTS Strategy Quality is the cornerstone of in IBM GTS GTS strategy . Strategy Strategy Strategic Outsourcing Continue to see improvements in Focus on open areas like solution design, defecttechnologies and high- Integrated Technology value solutions Services prevention, and client satisfactionDeliver integration and Global Process innovation to clients Services Improving Productivity through Become the premier Maintenance and investments in process, Globally Integrated Enterprise Technical Support automation and skills. Quality and Productivity provide a foundation for innovation. Innovation that matters isn’t just one of IBM’s core values – it’s also one of IBM’s greatest long-term differentiators
GTS Global Deployment Global IBM Identity and Access Management (GIAM) Global Asset and Configuration Data Warehouse (GACDW) Global Shared System Director (GSSD) Monitoring and Event Management (IBM Tivoli Monitoring) Cognos/Analytics Tivoli Asset Discovery for Distributed (TAD4d) Tivoli Application Dependency Discovery Manager (TADDM) Integrated Service Management (ISM) Tivoli Asset Management for IT (TAMIT)
Solution and Value Summary Event ManagementBusiness Area: Key Value to IBM and Account Teams: Reduce cost by leveraging shared infrastructure, and reusing integration work The M&E solution already developed and added to the base. addresses the monitoring needs of Provides migration path to Netcool Omnibus which will increase capabilities for any servers supported event correlation and automatic remediation. by IBM. Integrates with many GTS Services Delivery tool components.,Solution Description: Key Value to Our Customers: Broad infrastructure upgrades performed as prerequisite to savings Enterprise Systems Management shared solution leveraging Tivoli’s latest monitoring technology. This carry over project embraces opportunities Facilitates rapid deployment of standard solutions with little customization. Provides platform for additional automation Discovery Service the WW deployment of the Tivoli monitoring suite of tools including ITM , NetCool/Omnibus and ITNM, Differentiators: What’s included: All continue adding to the portfolio Solution Description: Key Value to IBM and Account Teams: of GSMA Best Practices. Key infrastructure upgrades that build Key competitive tool to reduce support The IBM Tivoli Application foundation for savings opportunities Provides system administrators, the ability to compare versions of configs. costs and improve quality of service. Dependency Discovery Manager Event / Alert Mitigation & Clean-Up, Event / Deliver ITIL aligned solutions to satisfy customer demands. Reduced infrastructure costs through Alert Suppression, and Fully Automated (TADDM) service provides for an shared systems and virtualization. Ticketing Allows automated creation and auditing of CIs in CCMDB. agent-free fully automatedengine that Deployment of discovery ticketing enables you to a key transformation solutions remains as create and Solution roadmap delivers enablement of integration of configuration from ‘Monitoring Events’ to ‘Monitoring visualize infrastructure and management, Incident / problem / change and asset. Exceptions’** application topology. Key Value to Our Customers: Reduces cost, time and complexity of implementation & delivers visibility into TADDM enables "out-of-the-box" details of any datacenter discovery of hundreds of infrastructure elements found in Allows rapid isolation and tracking of changes typical data centers and provides deep visibility into infrastructure & application configurations. Allows leverage of application topology for automating and scaling other application management tasks like Service Level Management and IT automation. Server Management TADDM discovery is a key enabler Differentiators: What’s included: for Configuration Management which is expected as part of the Open architecture & robust/open Auto collect configuration and managed service by many of our APIs server/application dependency Clients – as effective Auto discovery process uses data which reduces system Configuration Management is a industry-standard secure protocols admin and data maintenance cornerstone of an ITIL aligned Key differentiator, allowing IBM to labor. Service. deliver ITIL aligned IT Management solutions
Why Tivoli in GTS…..• Visibility – The ability to see everything that’s going on across the infrastructure• Control – The ability to keep the infrastructure in its desired state by enforcing policies• Automation – The ability to manage huge and growing infrastructures while controlling cost and quality.
GTS Tivoli direction Service Fulfillment Visualization Service Assurance Visualization Tivoli Tivoli Network Tivoli Change & Tivoli Service Tivoli Netcool Tivoli Netcool Tivoli Business Tivoli Tivoli App IBM Tivoli Tivoli Netcool Tivoli Netcool Provisioning Configuration & Configuration Tivoli Asset Request Customer Service Quality SLA Service Netcool Dependency Network Performance Perf Flow Manager Change Mgmt Mgmt Database Management Manager Experience Mgr Manager Manager OMNIbus Discovery Mgr Manager Manager Analyzer Violations (TPM) (NCCM) (CCMDB) (TSRM) (TNCEM) (TNSQM) (TBSM) Web GUI (TADDM) (ITNM) (TNPM) (TNPFA) App / System Network Change & Asset Service Status Provisioning Provisioning Configuration Management KPI/KQI Data Workflow Workflow Workflow Activities Service Instances Component & Perf Service & Instumentation Templates Service Events Events Data OSS/BSS Systems Event Correlation & Integration Diagnostic Systems Network TNPM Event Status DataMart Asset Tivoli Linear Tivoli Asset Workforce Systems Tivoli Netcool Impact Tivoli Netcool Asset Mgmt for IT Processing Management OMNIbus Manager (TAMIT) Subscriber Systems ObjectServer Reporting/BI Systems Tivoli Netcool Impact Events Other Systems/DBs Change & Configuration Actionable Problem Handling Updates Network Application Network Perf Network Management Available Services Events & CMDB Correlation Topology Topology Data Flow Data Service Orders Updates CCMDB as planned TSRM – TSRM – TSRM – Customer CCMDB Service Instances to Activate Service Service Service Relationship Desk Catalog Desk Management CCMDB Service & Instrumentation Templates Network Topology as built Application Topology Network Events Events CCMDB CCMDB CCMDB Application Network Fault Performance Tivoli Netcool Dependency TADDM Topology ITNM Aggregation OMNIbus Aggregation TNPM TNPFA Aggregation Aggregation DataChannel Workflow/Automation ObjectServer App Network Events Perf Events Topology Topology Perf Perf Network Application Network Application p TADDM Network ITNM Fault Tivoli Netcool Performance Data Data Flow Data & Systems Provisioning Dependency Topology Collection & OMNIbus Collection & Provisioning ObjectServer TPM NCCM Collection & TADDM Collection & ITNM Mediation Mediation Mediation Mediation TPM NCCM TADDM ITNM Tivoli Netcool OMNIbus TNPM TNPM b OMNIbus SNMP Trap TNPFA TPM TPM NCCM NCCM TADDM ITNM ITNM Probes Probes DataLoad DataLoad App & Sys Network Application Network Network Perf Perf Network Events Events Perf Data Configs Configs Data Data State Events Data Flow Data Data Service Management Data Sources Network Management Systems Data ITM, ITCAM, Performance Management Date Sources Element Management Systems Sources SSMs, ASMs Fault Management Data Sources Network Elements / Systems / Applications / Storage12
GTS Technology roadmap Legacy or Deployment Emerging Declining Priority End of Marketing End of Support Component 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 Monitoring DM Legacy environments ITM 5.1 ITM 6.x / TDW Event TEC Management OmniBUS TCM TADDM Discovery and Inventory TLCM Peregrine acquires TSD from IBM TAD4D Tivoli Service Desk E-ESM / Managed Now Incident ISM Maximo / TSRM + TAMIT Management ISM Maximo / CCMDB 7.1 UID Tivoli Identity Manager Management Security Tivoli Insight Manager Health Checking TSCM BigFix for Security Compliance Metering Tivoli Usage Accounting Manager and Billing Storage Total Storage Productivity Centre Management Tivoli Storage Manager Worstation Management ISDC/Asset Depot … then TPM Express TPDSP BigFix Tivoli Configuration Manager for LifeCycle Data Center Automation (incl. patch Tivoli Provisioning Manager management Tivoli Service Automation Manager and SWD)
Legacy Tivoli Products to be replaced • Event Monitoring – TEC (Tivoli Enterprise Console) • 16 shared infrastructures, 35 dedicated, 117 infrastructure servers • Over 2 000 000 alerts received daily • Used for 95% of operations (~150 concurrent operators) • Software Distribution, Inventory and Patch Management – TCM (Tivoli Configuration Manager) • 18 shared infrastructures, 46 dedicated, 109 TMR servers (tier 1) and 703 Gateways (tier 2) • Over ~200 000 managed endpoint (~133 000 workstations and 67 000 servers) • Software Inventory – TLCM (Tivoli License Compliance Manager) • 1 shared 6 dedicated infrastructures, 11 central servers, 1 proxy per account • ~30 000 regularly scanned servers for 800 accounts • Security Management – TSCM, inventory in progress, about 50 infrastructures and over 60 000 regularly scanned servers 14
TEM Multi Customer Solution – Patch Management GTS/ITD – BigFix GSNI Implementation Ver 3.0 (9-14-12) TEM Vendor Public Fixlet Patches Server IBM Segment TEM Operators TEM Web TEM SCA ECM Internet Report Users Users Shared Resource Segment RDS Server TEM SCA Server HTTPS BES Console Public Shared HTTP Resource Segment 1433 TCP TEM Server HTTP GTS TEM shared Relay 52311 UDP Proxy Repository Server 52311 HTTP 3389 TCP Customer A Segment Customer B Segment Customer C Segment 445 TCP TEM Relay TEM Relay 52313 HTTPS SFTP TEM Client TEM Client TEM Client TEM Client TEM Client TEM Client TEM Client TEM Client TEM Client
GTS IBM Service Management Platform Unified Portfolio Tivoli Service Tivoli Asset Tivoli Change Maximo Asset Request Management and Management Manager for IT Configuration Portfolio Portfolio Portfolio Management Database Portfolio Service Management Platform Central to Central to IT Central to An Opportunity Service Asset Configuration Management Management Management
Measurement, Reporting & Service Quality GSMRT based on Business Intelligent solution Cognos is designed to collect data from Incident, problem and change tickets in ISM/Maximo. GSMRT Standard reporting packages currently available include: • Service desk reports • Incident management reports • Problem management reports • Change management reports • Ticket based SLA reports PRISM is an GTS internal tool designed to display historical service quality metrics and sub-real- time operational status, calculated from incident/problem and change ticket data. PriSM warehouse and calculation engine were derived from GSMRT / Cognos Business Intelligent solution
Business Service Management Tivoli Business Service Manager (TBSM) Service Impact, Relationships & KPIs Provides business & operational dashboards, service modeling, impact & root cause analysis, and tracking of key performance indicator (KPIs). Tivoli Application Dependency & Discovery Manager (TADDM) Discovery, Topology & Change Discovers IT components & dependencies, loads application topologies into TBSM for business systems visibility & syncs maps with discovered configuration changes Tivoli Netcool/Impact Correlation & Context & Automation Enriches events with business context, provides integrated view of data from multiple sources in context, enables custom automations Tivoli Netcool/OMNIbus Fault Monitoring, Event Collection & Status Collects & consolidates event & performance information from hundreds of IBM & 3rd party sources to feed TBSM.