Service Creation, Service Delivery, Service Management - PCTY 2011


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An opportunity to think and act in new ways:
Service Creation
Service Delivery
Service Management
John Frech, Vice President WW Sales, Integrated Service Management Tiger Team

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Service Creation, Service Delivery, Service Management - PCTY 2011

  1. 1. John C FrechIBMVice President, Worldwide Sales, Service Manangement © 2011 IBM Corporation
  2. 2. INSTRUMENTED INTERCONNECTED INTELLIGENT + + = An opportunity to think and act in new ways: Service Creation Service Delivery Service Management © 2011 IBM Corporation
  3. 3. + + =What is a Service? Something that drivesrevenue, mitigates a risk, saves expenseServices are underpinned by assets, including IT, but extendingto the enterprise. Inclusion of enterprise or business assetsdelivers true “integrated service management” © 2011 IBM Corporation
  4. 4. Today’s businesses face an unparalleled rate of change Differentiate their Enable business products and flexibility servicesManage business Exploittransformations globalization React to rapid Implement changing market shifts regulatory mandates © 2011 IBM Corporation
  5. 5. The Key to Success? Integrated Service Management VISIBILITY CONTROL AUTOMATIONMonitor in real- React quickly & effectively Achieve efficiencytime Business Critical Services & Assets Information Business Technology Infrastructure INTERCONNECTED INSTRUMENTED INTELLIGENT Delivers visibility, control and automation ™ across the end-to-end business infrastructure and the integrated service chain © 2011 IBM Corporation
  6. 6. A single source of truth across all operations centers provides the visibility and control needed for enterprise-wide consolidation… Foundational requirements: Service status & impact analysis Discovery, mapping and monitoring of interdependent, heterogeneous physical & virtual environments. Consolidation of service events & data from Root cause multi-vendor toolsidentification across data centers and silos Predictive analytics, root cause analysis, & impact analysis for services, not just silos. Real-time KPIs & Real- Real-time tracking of business & operational Predictive performance indicators Analytics Integrated visualization, navigation, reporting, & automated actions for all users from a common operations dashboard. Multiple data centers. Heterogeneous IBM and 3rd Party Systems 5 © 2011 IBM Corporation
  7. 7. Without cloud computing With cloud computing Virtualized resources Location independent Automated service management Rapid scalability Standardized services Self-service • Software • Hardware • Storage • Networking • Software • Hardware Software •Storage • Storage Hardware •Networking • Networking Note: Elements of cloud computing taken from NIST, Gartner, Forrester and IDC cloud computing definitions © 2011 IBM Corporation
  8. 8. Delivering Integrated Service Management with Cloud solutionsplays a critical role in Smarter Computing Tuned to the task Drive greater performance and efficiency using Optimized Systems for each workload for superior economics. Designed for data Managed in the Cloud Harness all available information including Deliver new services with Cloud and reinventBig Data to unlock insights for better decision making. business processes to drive innovation. © 2011 IBM Corporation
  9. 9. Strategies to Reduce Costs and Improve Value Optimize the Overall IT Environment Consolidate Hardware Infrastructure Appl Appl Appl Appl SOA Appl Appl Eliminate Redundant Software and Data Compress Deduplicate Integrate Archive Integrated Service Management Improve Service Delivery Visibility Control Automation Cloud Computing © 2011 IBM Corporation
  10. 10. Workload Optimized Systems with Integrated Service Management speeds consolidation and standardization across IT… Optimized Data Center Today’s Data Centers Integrated Service Management Siloed service delivery processes Strategy MetricsLifecycle Higher Lower Quality Integrated Service Delivery ProcessManagement Risk Multiple platform management systemsPlatform Productivity Single Source of ProductivityManagement Savings Truth SavingsSystems & CapEx CapExHardware Savings Savings Sub-optimized, heterogeneous, multi-vendor systems 3rd Party Consolidation & virtualization Workload-optimization on on IBM (e.g. zEnterprise) IBM Systems © 2011 IBM Corporation
  11. 11. Closed-loop Cloud Service Management capabilities transform operations& infrastructure into an integrated system for automated, self-service… Design  Integrated architecture, development & testing platform  Secure by design  Workload optimized systems and middleware  Pre-integrated cloud & managed services ISM Platform Cloud Private Hybrid Public Management Manage Deliver  Access, identity and threat protection  Integrated design & delivery  Real-time service monitoring & analytics for heterogeneous – Automated composite image capture, library & virtual environments provisioning  High availability, workload optimization, data storage, – Self-service catalog for automated provisioning archiving and recovery of test and production environments © 2011 IBM Corporation  Metering, accounting and billing
  12. 12. When it comes to Cloud – image is everything! Success requires integrated lifecycle management for composite service images DELIVER: Federated Virtual Image Library Standardized Service Catalog Collection of approved service images with self-service request & Architecture & Application design delivery MANAGE: Automated deployment and cloning DESIGN:Composite Golden Image Predictability & Integrity of ServiceInterdependent applications, Policies auto-applied & Monitoring & capacity planning middleware & systems enforced according to unique service profile. Application & system availability Unified Backup & Recovery Enterprise-wide threat protection © 2011 IBM Corporation
  13. 13. How can you raise the business value of your servicemanagement selling?Measure project success based on business outcomes!Revenue “The value of integration isn’t the technologyExpense connections, it’s the business analytics I can now do. All my data sources are connected,Compliance leading to results like better customer service.”- Pat Graham, CIO, CenterPoint Energy, Tivoli Board of Advisors © 2011 IBM Corporation