The document summarizes an ISM for Design & Delivery panel discussion with experts from IBM Rational and Tivoli. The panelists were Don O’Toole, Harish Grama, Dave Lindquist, Neeraj Chandra, and Wing To. They discussed how integrating service design, delivery, and management across the lifecycle can enable service innovation through improved visibility, control, and automation. Rational and Tivoli products were highlighted as delivering integrations that bridge gaps in service delivery and enable innovation. Process, people, and technology integration were said to lead to real business service improvements through early problem detection, reduced costs, and performance optimization.

1. ISM for Design & Delivery
Panel Discussion
Don O’Toole, Tivoli
Harish Grama, Rational
Dave Lindquist, Tivoli
Neeraj Chandra, Rational
Wing To, Tivoli
© 2010 IBM Corporation

2. Integrated Service Management enables Service Innovation
by aligning design, delivery and management across the
entire business service lifecycle…
VISIBILITY CONTROL AUTOMATION
Line of Design Data Center Enterprise
Business & Delivery Operations Operations
Design Deliver Manage
Strategy
Metrics
Continual Service Improvement
Smart Information Physical
Assets Technology Assets
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3. IBM Rational & Tivoli have delivered integrations, helping
bridge service delivery gaps and enabling innovation
Design and Environment Setup, Testing, Issue Identification and
Deployment Planning Deployment and Monitoring Resolution Management
Integrate and automate Leverage integrated tools for
Resolving problems quicker by
deployment planning processes discovery & accelerating
sharing problem & ticket
across development & provisioning of test lab &
information
operations production environments.
Ensure asset & configuration Ensuring tracking tools for
Improving app performance by
production problems and
details are shared and replicating “real world”
synchronized across asset application fixes remain
environments - faster testing &
stores. synchronized
problem resolution
Design Deliver Manage
Strategy
Metrics
Visibility Control Automation
Continual Service Improvement
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4. Process, people, and technology integration lead to real
business service improvements
Large financial services business suffering from chronic application quality issues,
SLA violations, and poor performance.
Development Operations
BUILD TEST MONITOR
RATIONAL RATIONAL
APPLICATION PERFORMANCE
DEVELOPER TESTER ITCAM
Developer Tester Operations
Feed production data to development and test tools
Develop software Performance and SLA Identify & isolate
and services testing before performance
deployment problems.
Outcome:
• Improved business service due to early problem detection
• Reduced revenue loss due to shortened problem resolution times
• Reduced cost of re-work through performance optimization before deployment
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5. Today’s Panel
Harish Grama David Lindquist
VP, Product Development, IBM Fellow, VP, CTO
Delivery and Customer Support Tivoli
Rational
Neeraj Chandra Wing To
V.P. Worldwide Strategy VP Strategy and Product
Rational Management
Tivoli
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6. Track Sessions
Monday
SDD01 SDD02 SDD03 SDD04 BOF
10:45-12:00 2:00-3:00 3:30-4:30 5:00-6:00 6:00-7:00
1650 - Development and
1639 - IBM Rational Jazz
1888 - - Service Design and 1792 - DevOps: What, Why, and Operations Integration Challenges 1951 - What's Next in Agile
Adoption at Rome Tivoli Lab -
Delivery Track Kickoff How? - Case Study - Internal and Solution Approaches at Operations? - Birds of Feather
Case Study - Internal
Isbank - Case Study - Customer
Tuesday
SDD05 SDD06 SDD07 SDD08
10:45-11:45 2:00-3:00 3:30-4:30 5:00-6:00
1294 - Open Services for
1478 - Managing the Business of
1672 - Mind the Gap: Converging Lifecycle Collaboration: Improving
1322 - Deployment Planning and IT -- Extending the Impact of
Software Delivery and Operations Collaboration between IT
Automation Solution from Rational Service Management from
with Process, Training and Tools - Operations Support and
and Tivoli - Integration - DP&A Operations to the Business -
Overview - Business Development - Integration - RTC -
Integration - SA - CCMDB
TSRM
Wednesday
SDD09 SDD10 SDD11 SDD12 SDD13
8:00-9:00 9:30-10:30 11:00-12:00 2:00-3:00 3:30-4:30
1774 - End-to-End Service
1793 - Pretty and Smart: Tivoli
1764 - The Latest Trends in Cost- 1413 - How Forensic Technology Lifecycle Management Using
Application Dependency 1515 - End-to-End Quality and
Effective Application Security Automates Smoke Testing with Rational Asset Manager, Tivoli
Discovery Manager and Rational Performance Management -
Strategies for Secure Operations - IBM Rational - Case Study - CCMDB and WebSphere
Software Architect Integration - Integration - ITCAM - RPT
Integration - Security Customer Services Registry and Repository -
Integration - RSA - TADDM
Integration - RAM - CCMDB
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7. © 2010 IBM Corporation