Integrated Service Management provides visibility, control, and automation across business infrastructure to enable the delivery of innovative services. It offers service architectures tailored by industry and across the service lifecycle. Key benefits include improved scalability and flexibility, reduced costs, increased compliance and security, and optimized productivity through automated management. Customers in various industries like mining, insurance, telecom have leveraged IBM's solutions to significantly reduce expenses, drive innovation, comply with regulations, and enhance business efficiency.

1. Integrated Service Management
Managing the World’s Infrastructure in a Smarter Planet

2. Technology is Driving Change and Creating Opportunity
Transistors per Global cellular service:2
human:1 2007: 3.3 billion connections
2001: 60 million 64% of users are in emerging markets
2010: One billion 2010 (Q1): 4 billion connections
Smart Sensors:5
RFID Tags:³
Tags:³ “…nearly
“…nearly half of all sensors used
Nearly 4 trillion RFID events for critical measurements across
transmitted each day transportation, facilities & production
equipment are now smart sensors.”
Cyber Attacks:4
2007: 37k on US government / private sector
158% increase in cyber attacks since 2006
Sources: 1) IBM Global Technology Outlook 2) GSM Association 3) Nilson Report 2007 4) US Department of Homeland Security 5) ARC Advisory Group

3. But Systems and Infrastructure are Reaching a Breaking
Point
Inefficient Systems Outdated Processes
70 cents per dollar $40B annual loss
spent on maintenance due to supply chain inefficiencies
$11.5 billion worth of produce is
45% traffic circling
wasted in India because of outdated
looking for parking in NYC
post-harvest infrastructure
Wasted Resources
85% idle 2.9 billion gallons
computing capacity of gasoline wasted annually
due to congested roadways

4. Yet the approach for managing this complexity
remains the same
 Silo-based monitoring
 Excel-based asset tracking process
 Security= Anti-virus+Firewall
 Tape-based back-up

5. The need for efficiency and superior service from IT
Operations is more critical then ever.
How can I improve the How can I improve
customers' experience the productivity of IT
with our business Operations staff?
services?
How do I manage a
virtualized datacenter
How can I simplify the number
of tools used to manage IT
Operations?

6. INTEGRATED SERVICE MANAGEMENT
INSTRUMENTED VISIBILITY
Integrated Service Management enables
delivery of innovative services by providing
Visibility. Control. Automation.TM across
INTERCONNECTED business infrastructure. CONTROL
INTELLIGENT AUTOMATION

7. Service architectures tailored
by industry
Service lifecycle management
Service dashboards
Unified management of service
requests and incidents
Asset management
Automated management

8. Integrated Service Management- Across Industries
IT/ITES
Transportation
Healthcare
Telecommunications
Life Science
BFSI
Aerospace
Manufacturing
Government

9. 9
How does Tivoli relate to Business Service
S e r v ic e M a n a g e m e n t P l a t f o r m
Experience Dependencies
Real-time Transaction
Performance, Service Status, and
2 Relationship and Discovery Data –
CCMDB, Asset, Inventory, Network
Mgmt, BPEL
3
End-User & Service Experience -
1 IBM Service
Monitor Management Business
Metrics
4
Any Event or Fault from
Any Source
Business Support Data –
Incidents, Call Records,
6 E xe
c ut
e Mo
ni
to r
Billing Data, Process
dependencies, Revenue,
e
Pl an
and Risk Analysis data
lyz
Ana
5
a
Actions Views
What’s happening Impact Analysis, Task
Business Views: SLM/SLA,
Rev$$, Health, Customer What actions do we
Automation, Config,
with the Provisioning, Activation,
Operational Views: RCA,
take to correct the
Compliance, Impact
infrastructure? and Orchestration Analysis, Incident Mgmt. problems?
9

10. Integrated Service Management Solves Customer Problems
Only IBM delivers quantifiable benefits whatever the challenge
Vale, World's 2nd Largest Mining
Harley Davidson Company
 Globally integrated its IT Management  Leveraging IBM to achieve Pro-active
Operation maintenance for 1.2 Million assets at 52
sites
 Recorded savings of $25 million over 5
years  Support real-time data collection from
legacy to RFID interfaces
 201% Return on Investment
Bharti Airtel
Swiss Re, leading global re-insurer
Leveraged IBM Integrated Service  Secured Sign-on Framework
Management to  20 ID’s per user reduced to one single-
 Improved scalability, flexibility by sign-on
consolidating 40 change processes into 1  User account provisioning time reduced
 Support regulatory compliance from 2 days to < 1 hour
IBM Toronto Labs, through
According to IDC, client using IBM's automation
network management tools
 Reduced provisioning processes from
Realize annual benefit of $24 million per 25 to 5
year
Freed-up 7 person-years of developers'
Reduced capital expenditures by 1.3 time
million annually Recorded 305% return on its initial
investment

11. Reducing expenses and
IBM’s internal adoption of Cloud
driving innovation at IBM
Without cloud With cloud
$3.4M annual expense $1.03M annual expense Business challenge:
Liberated funding
for transformation  Reduce operational expenses and
New
Development investment or direct capital investment
saving
 Deliver end-user services with
New development
(for business-
elastic scaling
Software and other
costs enabling Strategic
capabilities)12
change
Deployment (1-time) capacity Smarter Software Helped:
Labor costs
(operations & Software and other  Reduce labor expenses by 81%
maintenance) costs
Annual  Capital depreciation savings of 92%
Labor cost
Depreciation (and
( - 80.7 percent) cost of  On-demand self-service
operation
amortization) Depreciation (- 79.0  Ubiquitous network access
( - 91.6 percent)
percent)  Location independent resource
pooling
Note: 5-year depreciation period with 5 percent discount rate
 Pay per use pricing model

12. Reducing Software License
Cost at KPIT Cummins
Business Challenges
 Reduce software license and IT costs
 Inability to verify license compliance
 Managing unnecessary licenses in a resource
constrained environment.
Smarter Software Helped
 Reduce Software Cost & Mitigate Risk
 Pinpoint under utilized software
 Avoid over purchasing
 Mitigate risk and fines due to failed license
compliance and audits
 Increased negotiating power with software
vendors
 Alignment of software usage with end-user
needs

13. Aligning Business and IT to
Enhance Business Efficiency at
BPCL
Challenges
• Problem resolution becoming time-consuming; making C-
Sat scores dip
• High costs associated with increased skill requirements
and maintaining quality services
• High cost per incident with absence of escalation &
notification matrix
Smart Moves
• Align IT operations with line of business through service
level management with Tivoli Service Management
Solutions
• Streamline incident and problem management processes
for more rapid service restoration
• Optimize productivity of service desk personnel and
increase end-user satisfaction
• Associate cost to IT service offerings and manage
consumption

14. Reduce impact of data growth
with continual improvements in
scalability at IGL
Business Challenges:
• Ever-increasing data growth
• Need for 24X7 availability of mission-critical applications
• Manual and adhoc data-back-up process
Smart Moves:
Leveraged Tivoli Storage Manager to:
• Deliver cost-effective archival storage solutions that control
data growth, enable scale-out, and provide long-term
preservation
• Reduce infrastructure costs; management / admin costs and
operating costs
• Improve Service Levels
• Reduce the amount of data at risk
• Improve data/application availability
• Recover faster from data disasters

16. Thank You
Gaurav Agarwal,
Tivoli Business Unit Executive
gagarwal@in.ibm.com