End to-end service management using ibm service management portfolio sg247677

Front cover

End-to-End Service
Management Using IBM
Service Management
Portfolio
Learn how to use ISM Portfolio for
comprehensive Service Management

Implement real-life scenarios

Learn best practices

Vasfi Gucer
Luca Balestrazzi
Eddie Chan
Michael Hooker
Marcio R. Luccas
Neil Pearson
Sanjay Pillay
Pawel Wozniak

ibm.com/redbooks

International Technical Support Organization

End-to-End Service Management Using IBM
Service Management Portfolio

February 2009

SG24-7677-00

Note: Before using this information and the product it supports, read the information in
“Notices” on page xv.

First Edition (February 2009)

This edition applies to IBM Tivoli Service Request Manager 7.1, IBM Tivoli Change and
Configuration Management Database V7.1.1, and IBM Tivoli Release Process Manager V7.1.1.
© Copyright International Business Machines Corporation 2009. All rights reserved.
Note to U.S. Government Users Restricted Rights -- Use, duplication or disclosure restricted by GSA ADP
Schedule Contract with IBM Corp.

Contents

Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix

Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv
Trademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xvi

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xvii
The team that wrote this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xvii
Become a published author . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xix
Comments welcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xx

Chapter 1. Introduction to Service Management . . . . . . . . . . . . . . . . . . . . . 1
1.1 Implementing processes based on ITIL . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
1.2 ITIL V3 and components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
1.3 What is IT Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
1.4 ITIL-based Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
1.5 IBM and ITIL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
1.6 What is IBM Tivoli Unified Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
1.7 Benefits of using ITUPC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
1.8 What is IBM Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Chapter 2. IBM Service Management products . . . . . . . . . . . . . . . . . . . . . 17
2.1 IBM Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
2.1.1 IBM Service Management overview . . . . . . . . . . . . . . . . . . . . . . . . . 18
2.1.2 IBM Service Management architecture . . . . . . . . . . . . . . . . . . . . . . . 20
2.1.3 Mapping of Tivoli products to IBM Service Management . . . . . . . . . 25
2.1.4 Tivoli process automation engine . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
2.2 IBM Service Management products overview . . . . . . . . . . . . . . . . . . . . . . 31
2.2.1 IBM Tivoli Change and Configuration Management Database (CCMDB)
V7.1.1 overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
2.2.2 IBM Tivoli Service Request Manager (TSRM) V7.1 overview. . . . . . 35
2.2.3 IBM Tivoli Release Process Manager (TRPM) V7.1.1 overview . . . . 39
2.2.4 IBM Tivoli Asset Management for IT (TAMIT) V7.1 overview . . . . . . 45
2.2.5 IBM Tivoli Business Continuity Process Manager (TBCPM) V7.1
overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
2.3 Integration of IBM Service Management products . . . . . . . . . . . . . . . . . . 50
2.3.1 Integration requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
2.3.2 Integration categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
2.3.3 Integration benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
2.3.4 Integration technologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

© Copyright IBM Corp. 2009. All rights reserved. iii

2.3.5 Common integrations for Tivoli Service Management products . . . . 56
2.3.6 Operational Management products . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Chapter 3. Planning your IBM Service Management infrastructure . . . . . 61
3.1 Understanding the IBM Service Management environment . . . . . . . . . . . 62
3.2 Topology considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
3.2.1 TADDM topology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
3.2.2 Tivoli process automation engine topology . . . . . . . . . . . . . . . . . . . . 66
3.2.3 Tivoli process automation engine and TADDM combined topology . 68
3.2.4 ISM overall solution topology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
3.3 Scalability and availability considerations . . . . . . . . . . . . . . . . . . . . . . . . . 70
3.3.1 ISM products scalability considerations . . . . . . . . . . . . . . . . . . . . . . 70
3.3.2 High availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
3.3.3 TADDM scalability considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Chapter 4. How Asset Management and Configuration Management work
together . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
4.1 Asset Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
4.2 Configuration Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
4.3 Intersection between assets and configuration items . . . . . . . . . . . . . . . . 86
4.3.1 CI considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
4.3.2 Asset considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
4.4 Process layer view assets and CIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
4.5 How to link an asset to a CI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
4.6 Relationship between an asset and CI . . . . . . . . . . . . . . . . . . . . . . . . . . 105
4.6.1 Assets and CIs in Change Management. . . . . . . . . . . . . . . . . . . . . 106
4.6.2 Assets and CIs in Release Management . . . . . . . . . . . . . . . . . . . . 110
4.6.3 Assets and CIs in Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Chapter 5. Scenario 1: Incident, Problem, and Change Management . . 117
5.1 Lab environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
5.2 Installed components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
5.3 Emergency Request for Change (RFC) scenario . . . . . . . . . . . . . . . . . . 120
5.3.1 Process flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
5.3.2 Implementation steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Chapter 6. Scenario 2: Fixpack deployment . . . . . . . . . . . . . . . . . . . . . . . 153
6.1 DSL repositories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
6.2 IBM Tivoli Release Process Manager overview . . . . . . . . . . . . . . . . . . . 159
6.3 The release process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
6.4 Change and release process interaction. . . . . . . . . . . . . . . . . . . . . . . . . 165
6.5 Scenario: Fix pack deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Chapter 7. Scenario 3: Process level integration with an external Service

iv End-to-End Service Management Using IBM Service Management Portfolio

Desk system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
7.1 Scenario introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
7.2 Scenario details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
7.3 Implementing the ITM/Omnibus/HP ServiceCenter Integration . . . . . . . 186
7.3.1 Integration environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
7.3.3 Create DB2 monitoring situation in ITM . . . . . . . . . . . . . . . . . . . . . 189
7.3.4 Configuring ITM for Tivoli EIF Probe . . . . . . . . . . . . . . . . . . . . . . . . 192
7.3.5 Implementing Omnibus to HP ServiceCenter Integration . . . . . . . . 194
7.4 Implementing the CCMDB and HP ServiceCenter integration . . . . . . . . 197
7.4.1 Integration environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
7.4.2 Integration solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Chapter 8. Scenario 4: IT Service Continuity Management using IBM Tivoli
Business Continuity Process Manager. . . . . . . . . . . . . . . . . . 211
8.1 Scenario introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
8.2 Scenario implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
8.2.1 Create a recovery plan with auto-approval . . . . . . . . . . . . . . . . . . . 214
8.2.2 Simulate an outage scenario. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
8.2.3 Analyze the outage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
8.2.4 Declare the disaster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
8.2.5 Verify the recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
8.3 Conclusion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Chapter 9. Change impact assessment . . . . . . . . . . . . . . . . . . . . . . . . . . 235
9.1 Change impact assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
9.2 Impact assessment tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
9.3 Service Management roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
9.3.1 Change analyst . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
9.3.2 Incident analyst . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
9.4 Tivoli Business Service Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
9.4.1 Implementing the External Hyperlink Control to TBSM . . . . . . . . . . 242
9.4.2 TSBM 4.2 integration possibilities . . . . . . . . . . . . . . . . . . . . . . . . . . 251
9.5 Tivoli Application Dependency Discovery Manager . . . . . . . . . . . . . . . . 253
9.5.1 TADDM launch-in-context . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
9.5.2 Equities trading scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
9.5.3 Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
9.5.4 Implementing the push button control to TADDM . . . . . . . . . . . . . . 265
9.6 Business impact analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
9.6.1 Service Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
9.6.2 Service Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
9.6.3 Service Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273

Contents v

9.6.4 Continual Service Improvement . . . . . . . . . . . . . . . . . . . . . . . . . . . 273

Chapter 10. BIRT reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
10.1 BIRT reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
10.2 Report planning considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
10.2.1 SQL query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
10.2.2 Computed fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
10.2.3 Database objects attributes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
10.2.4 Steps to create a report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
10.3 TADDM reporting scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
10.3.1 Simple report example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
10.3.2 Conclusions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301

Appendix A. How to design an IBM Service Management solution using
Tivoli products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
ISM Assessment Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
Starting points in implementing ISM: 5-entry points . . . . . . . . . . . . . . . . . . . . 304
Discover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
Protect. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
Industrialize . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
Integrate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307
Whiteboard overview of ISM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Step 1: The business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Step 2: IT infrastructure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
Step 3: Enterprise Event Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
Step 4: CCMDB. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
Step 5: Service Management platform (Incident, Problem, Change,
Configuration, Release, IT Assets, Enterprise Assets) . . . . . . . . . . . 311
Step 6: Service Desk, Self-service, Service Request, Service Catalog and
Knowledge Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
Step 7: License compliance, usage accounting and IT Asset Management . .
312
Step 8: Storage Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
Step 9: Automation and scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314
Step 10: Business Service Management . . . . . . . . . . . . . . . . . . . . . . . . . 314

Abbreviations and acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
IBM Redbooks publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
Online resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
How to get Redbooks publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321
Help from IBM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321

vi End-to-End Service Management Using IBM Service Management Portfolio

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323

Contents vii

viii End-to-End Service Management Using IBM Service Management Portfolio

Figures

1-1 ITIL V3 components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
1-2 IT organization with Service Management . . . . . . . . . . . . . . . . . . . . . . . . . 5
1-3 IT organization with ITIL-based Service Management Implemented . . . . . 6
1-4 ITUP overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1-5 ITUP and ITUP Composer components Illustrated . . . . . . . . . . . . . . . . . . 10
1-6 IBM Service Management interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
2-1 IBM Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
2-2 IBM Service Management architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
2-3 ITSM model: Business to technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
2-4 IBM intellectual capital and product overview . . . . . . . . . . . . . . . . . . . . . . 26
2-5 Logical components of ISM products . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
2-6 Tivoli process automation integrated portfolio. . . . . . . . . . . . . . . . . . . . . . 30
2-7 CCMDB logical components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
2-8 TSRM components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
2-9 TRPM components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
2-10 TAMIT components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
2-11 Business Continuity Process Manager architecture overview . . . . . . . . 48
2-12 Integration categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
2-13 CCMDB integration scenario. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
3-1 ISM environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
3-2 TADDM system topology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
3-3 Tivoli process automation engine topology . . . . . . . . . . . . . . . . . . . . . . . . 66
3-4 Tivoli process automation engine and TADDM topology . . . . . . . . . . . . . 68
3-5 ISM overall solution topology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
3-6 Enterprise Domain Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
3-7 Default configuration of domainquery file . . . . . . . . . . . . . . . . . . . . . . . . . 79
3-8 An example of domainquery.shallow configuration . . . . . . . . . . . . . . . . . . 80
4-1 Asset life cycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
4-2 Assets become configuration items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
4-3 Actual to Authorized CI Hierarchy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
4-4 CCMDB 7.1.1 Data Layer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
4-5 Asset and CI relationship . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
4-6 Asset and CI relationship: Process overview . . . . . . . . . . . . . . . . . . . . . . 91
4-7 Asset and CI relationship: TADDM (discovery phase) . . . . . . . . . . . . . . . 92
4-8 Actual data space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
4-9 Authorized data space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
4-10 CI and asset relationship. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
4-11 Asset and CI aspects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

© Copyright IBM Corp. 2009. All rights reserved. ix

4-12 Linking asset and CI (1 of 9) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
4-18 Linking asset and CIs (7 of 9) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
4-21 Asset Management life cycle and Configuration Management . . . . . . . 106
4-22 Asset and CI in Change Management (1 of 5) . . . . . . . . . . . . . . . . . . . 107
4-27 Asset and CI in Release Management (1 of 5) . . . . . . . . . . . . . . . . . . . 111
4-32 Asset and CI in Service Desk Module (1 of 5) . . . . . . . . . . . . . . . . . . . 114
5-1 Lab environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
5-2 Process flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
5-3 Service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
5-4 Confirmation that the service request has been created. . . . . . . . . . . . . 121
5-5 Portlet with service requests assigned to Hallie Moroles . . . . . . . . . . . . 122
5-6 Service request record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
5-7 Applying service request template and SLA . . . . . . . . . . . . . . . . . . . . . . 123
5-8 Service request templates: Ticket templates . . . . . . . . . . . . . . . . . . . . . 124
5-9 Notification that SLA has been applied . . . . . . . . . . . . . . . . . . . . . . . . . . 124
5-10 Selecting workflow process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
5-11 Information about necessary actions for next step of workflow. . . . . . . 125
5-12 Searching knowledge base for suitable solutions . . . . . . . . . . . . . . . . . 126
5-13 No solution found . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
5-14 Sending e-mail to Tony . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
5-15 Creating incident from service request . . . . . . . . . . . . . . . . . . . . . . . . . 129
5-16 Notification that incident has been created . . . . . . . . . . . . . . . . . . . . . . 129
5-17 Information about next steps in Incident Management . . . . . . . . . . . . . 130

x End-to-End Service Management Using IBM Service Management Portfolio

5-21 Decision point to specify an asset and work with Asset Management . 131
5-22 Dialog informing about next step: Searching for duplicate incidents. . . 132
5-23 Help information about what to do with duplicate tickets . . . . . . . . . . . 132
5-24 Using Show Similar Ticket action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
5-25 Similar tickets found . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
5-26 Setting incident to be global issue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
5-27 Information about next step: Setting impact and urgency . . . . . . . . . . . 134
5-28 Impact and urgency, and Internal priority based on those values. . . . . 135
5-29 No resolution available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
5-30 Assigning someone else to the incident . . . . . . . . . . . . . . . . . . . . . . . . 135
5-31 Hint to assign someone with higher level of competencies. . . . . . . . . . 136
5-32 Look into CMDB to find more information about the CI. . . . . . . . . . . . . 136
5-33 Work log created . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
5-34 Next step is to create or find a workaround. . . . . . . . . . . . . . . . . . . . . . 137
5-35 Select major incident option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
5-36 Incident becomes a problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
5-37 Assigning analyst to handle problem . . . . . . . . . . . . . . . . . . . . . . . . . . 139
5-38 Lou selects Understand Major Incident strategy . . . . . . . . . . . . . . . . . . 140
5-39 Lou is transferred to Related Record tab of problem to open originating
incident to analyze related records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
5-40 List of all records related to this incident . . . . . . . . . . . . . . . . . . . . . . . . 141
5-41 Found improvement opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
5-42 Notification that the change record has been created. . . . . . . . . . . . . . 142
5-43 Change created: Using go to changes link Lou goes to the newly created
change record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
5-44 Documenting the root cause . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
5-45 Found the root cause . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
5-46 Deciding whether error can be easily resolved taking into consideration
complexity and costs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
5-47 Set status to pending . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
5-48 Setting priority to 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
5-49 Applying emergency job plan: Below are listed activities applied to change
after applying job plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
5-50 My Work portlet of Georg Bendorz . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
5-51 My Work portlet of Leo Esaki . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
5-52 Two assessments made by Leo (financial and operational) . . . . . . . . . 148
5-53 Change progress is automatically set to ASSESSED . . . . . . . . . . . . . . 148
5-54 Change progress is set to approved . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
6-1 Definitive Software Library panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
6-2 AUS-TPM Definitive Software Library: Repository . . . . . . . . . . . . . . . . . 155
6-3 AUS-TPM Definitive Software Library: Software Images . . . . . . . . . . . . 156

Figures xi

6-4 End points communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
6-5 Integration Modules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
6-6 Release activity-level job plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
6-7 Release process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
6-8 Releases application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
6-9 Classification tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
6-10 Organization Level prefixes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
6-11 Creating a RFC from a release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
6-12 A request for change created from release . . . . . . . . . . . . . . . . . . . . . . 169
6-13 Available menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
6-14 Changes implemented by release. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
6-15 Flowchart of release process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
6-16 Start Center view of the change owner . . . . . . . . . . . . . . . . . . . . . . . . . 173
6-17 Job plan and nested job plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
6-18 Nested job plan CHGREL-F1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
6-19 Nested job plan CHGREL-F4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
6-20 Change assignment to release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
6-21 SmartCenter of Andrew Fire (release deployer) . . . . . . . . . . . . . . . . . . 177
6-22 The release content, the CI number, the source CI . . . . . . . . . . . . . . . 178
6-23 Deployment of the fix pack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
6-24 Launch in Context for TPM software distribution get status . . . . . . . . . 180
6-25 Distribution status on Tivoli Provisioning Manager . . . . . . . . . . . . . . . . 180
6-26 Escalations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
7-1 Process flow for integration with external Service Desk system . . . . . . . 185
7-2 ITM and Netcool Omnibus environment . . . . . . . . . . . . . . . . . . . . . . . . . 188
7-3 Create new DB2 situation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
7-4 Situation condition. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
7-5 DB2 high CPU process situation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
7-6 TEMS configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
7-7 Event Server Configuration window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
7-8 Omnibus event list. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
7-9 HP ServiceCenter Gateway configuration file . . . . . . . . . . . . . . . . . . . . . 196
7-10 CCMDB and HP ServiceCenter Integration environment . . . . . . . . . . . 198
7-11 System Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
7-12 Object Structures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
7-13 TDI property stores . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
7-14 Application designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
7-15 Change record in CCMDB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
8-1 Login panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
8-2 Custom Start Center for an ITSC Manager. . . . . . . . . . . . . . . . . . . . . . . 213
8-3 Recovery plan application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
8-4 DM_REC_S recovery plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
8-5 Recovery plan can be associated to various objects . . . . . . . . . . . . . . . 216

xii End-to-End Service Management Using IBM Service Management Portfolio

8-6 Selecting Classify . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
8-7 Classification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
8-8 Specify recovery options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
8-9 Specify communication templates for the recovery plan . . . . . . . . . . . . . 218
8-10 Activate and save the recovery plan . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
8-11 Recovery plan active. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
8-12 Test plan application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
8-13 Select test plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
8-14 Trigger event messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
8-15 New test instance DM_MYTEST is created . . . . . . . . . . . . . . . . . . . . . 221
8-16 Send Message window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
8-17 ITSC Analyst Start Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
8-18 Work order application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
8-19 Select Action menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
8-20 Queries on the originating Operational Management product . . . . . . . 225
8-21 Freeze policy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
8-22 Searching for and selecting a recovery plan . . . . . . . . . . . . . . . . . . . . . 226
8-23 Recovery plans that are classified for system outages . . . . . . . . . . . . . 227
8-24 Recovery details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
8-25 Selected recovery plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
8-26 Routing the workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
8-27 Complete Workflow Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
8-28 Execute Recovery Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
8-29 ITSC Manager’s Start Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
8-30 Complete Workflow Assignment window . . . . . . . . . . . . . . . . . . . . . . . 231
8-31 Continuity provider’s Start Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
8-32 Work order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
8-33 Complete Workflow Assignment window . . . . . . . . . . . . . . . . . . . . . . . 233
8-34 Close IT Service Continuity request . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
9-1 Change analyst role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
9-2 Incident analyst . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
9-3 Equity trading TBSM LOB service view . . . . . . . . . . . . . . . . . . . . . . . . . 240
9-4 Example external hyperlink . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
9-5 Result of external hyperlink. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
9-6 Application list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
9-7 Change application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
9-8 Control palette. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
9-9 Controls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
9-10 Create new section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
9-11 Control error message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
9-12 New section. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
9-13 Section property window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
9-14 Create hyperlink control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Figures xiii

9-15 Hyperlink properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
9-16 Business Service Management hyperlink . . . . . . . . . . . . . . . . . . . . . . . 250
9-17 CINUM attribute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
9-18 TADDM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
9-19 TADDM launch-in-context entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
9-20 TADDM APP VIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
9-21 Launch in Context entry for TADDM APP VIEW. . . . . . . . . . . . . . . . . . 257
9-22 Equities trading change request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
9-23 Impact analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
9-24 Target analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
9-25 Target analysis configuration Items . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
9-26 View Actual CI topology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
9-27 Business applications topology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
9-28 Equities trading software topology . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
9-29 Equities trading hardware topology. . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
9-30 Application selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
9-31 Incident tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
9-32 Drag the Pushbutton icon over to the new section . . . . . . . . . . . . . . . . 268
9-33 New pushbutton . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
9-34 Pushbutton Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
9-35 Pushbutton control properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
9-36 Incident with new TADDM push button control . . . . . . . . . . . . . . . . . . . 271
10-1 BIRT architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
10-2 Reporting process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
10-3 CCMDB 7.1 Report Administration panel . . . . . . . . . . . . . . . . . . . . . . . 279
10-4 Accessing the Report Administration application through GoTo . . . . . . 280
10-5 Accessing the Report Administration application through the Reports
option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
10-6 List of reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
10-7 Report details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
10-8 Report security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
10-9 Report labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
10-10 View Scheduled Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
10-11 Report Application Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
10-12 Application security settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
10-13 Individual security settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
10-14 View Group Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
10-15 View Library Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
10-16 Import Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
10-17 Import resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
10-18 View Report Dependencies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
10-19 TADDM report example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301
A-1 Whiteboard overview of ISM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308

xiv End-to-End Service Management Using IBM Service Management Portfolio

Notices

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© Copyright IBM Corp. 2009. All rights reserved. xv

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AIX® Lotus Notes® Rational®
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Parallel Sysplex™ Notes® SystemView®
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xvi End-to-End Service Management Using IBM Service Management Portfolio

Preface

IBM® Tivoli® Service Request Manager, IBM Tivoli Change and Configuration
Management Database, IBM Tivoli Asset Management for IT, IBM Tivoli Release
Process Manager, and IBM Tivoli Business Continuity Process Manager are key
components of the IBM Service Management strategy. This IBM Redbooks®
publication presents scenarios of the combined usage of these products for
implementing a complete, end-to-end Service Management solution.

We start by introducing Information Technology Infrastructure Library (ITIL®)
based Service Management, followed by a discussion about how to design your
ITIL-based Service Management solution using the Tivoli products.

We have included several scenarios that will help you understand how these
products work together in a real customer environment.

This book is a major reference for IT specialists working on implementing
ITIL-based Service Management solutions using the Tivoli products. IT
managers, IT architects, and pre-sales technical specialists will also benefit from
the information presented in this book.

The team that wrote this book
This book was produced by a team of specialists from around the world working
at the International Technical Support Organization, Austin Center.

Vasfi Gucer is an IBM Certified Consultant IT Specialist at the ITSO Austin
Center. He started working for the ITSO in January 1999, and has been writing
Redbooks publications ever since. He has more than 15 years of experience in
teaching and implementing Systems Management, networking hardware, and
distributed platform software. He has worked on various Tivoli customer projects
as a Systems Architect and Consultant. Vasfi is also a Certified Tivoli Consultant
and an ITIL V2/V3 Manager.

Luca Balestrazzi is a Certified IBM IT Architect in Global Technology Services in
Italy. He has five years of experience in the RNSL Rome Laboratory in service
support, two years of experience in service support for SystemView® and
Netfinity® products, and 10 years of experience with Tivoli Area of Network and
Systems Management products. He also has experience with IBM Service
Management (ISM) family products. He has a degree in Economics and is ITIL

© Copyright IBM Corp. 2009. All rights reserved. xvii

v3 certified. Luca is working as a Delivery IT Architect on Change and
Configuration Management Database (CCMDB) Projects in Italy.

Eddie Chan is a Certified IT Architect in IBM Hong Kong. He has 20 years of IT
experience covering Systems Management for mainframe and open systems, IT
strategic planning, enterprise IT architecture design, IT optimization, and
strategic IT project implementation. He has used the IBM Process Reference
Model for IT™ to design the IT processes for clients, and received much practical
experience in providing Service Management for clients. He is currently the lead
Technical Solution Architect for IBM Strategic Outsourcing (SO) in Hong Kong
and provides infrastructure solution design for SO customers.

Michael Hooker joined IBM in 1997 as an Enterprise IT Specialist in the Tivoli
brand. He is currently a Service Management Solution Architect Specialist in the
U.S. West Region. He has over 22 of experience in the IT profession, and a
Bachelor of Science degree in Computational Applied Mathematics. He is an IBM
Certified IT Specialist and is ITIL Certified. He has covered the large IBM
accounts for several years. His responsibilities have included leading the
development of system management strategy, acting as a Tivoli Adviser to
customers, and assisting with high-level designs for large-scale customers and
complex opportunities. He is very knowledgeable about the Tivoli portfolio,
Enterprise System management, and architecting solutions with Tivoli and other
vendors.

Marcio R. Luccas is an IT Service Management Consultant in IBM Brazil. He
has more than 12 years of experience working in Information Technology (IT)
services, with seven years of experience as an IT Specialist focusing on Asset
Management solutions and three years of experience as an IT Project Manager.
He has a bachelor’s degree in mathematics, focusing on informatics, with a post
graduate degree in information technology. He is an Peregrine Implementation
Consultant certified in ServiceCenter and is ITIL Foundations certified and an
instructor.

Sanjay Pillay is ITIL certified, and a SUN Certified Enterprise Architect for
J2EE™ technology and Certified Business Component Developer for J2EE. He
has a bachelor’s degree in electronics. He has 16 years of IT experience in the
banking, insurance, Service Management, and inventory and Asset Management
sectors in the United States, 12 years of which have been with IBM product
development. He is currently a key development member of CCMDB Change
and Release Process Managers in Austin, TX, and is on the Advanced
Deployment Program assisting new customers with their implementation of
CCMDB.

Neil Pearson is a Senior IT Specialist working in technical sales at IBM United
Kingdom. He has over 17 years of IT industry experience, mostly in Enterprise
Systems Management. He joined Tivoli Systems in 1997 as a Technical

xviii End-to-End Service Management Using IBM Service Management Portfolio

Consultant and worked in the IBM Software Group Lab Services until 2007,
during which time he successfully engaged with over 120 customers worldwide.
He is currently responsible for the early product introduction of Tivoli's ISM
portfolio. His experience includes Tivoli Business Automation and the ISM family
of products. He is ITIL certified and is best known worldwide for his skills in
SAP® Systems Management.

Pawel Wozniak is an Maximo® Technical Consultant at IBM UK. He has four
years of experience as a Technical Consultant in Maximo solutions, focusing
recently on CCMDB, TSRM, and the release process. He has a degree in
computer science with a focus on the network systems, with a post graduate
degree in GIS.

Thanks to the following people for their contributions to this project:

Arzu Gucer
International Technical Support Organization, Austin Center

Pandian Athirajan, John Cook, Scott Dickerson, Steve Hochstetler, Melanie
Gurda, Edson Manoel, CJ Paul, Tom Tuning, Edward Whitehead
IBM USA

Leucir Marin Junior
IBM Brazil

Georg Ochs
IBM Germany

The team would like to express special thanks to Jeremias Werner from IBM
Germany for his contributions to the IBM Tivoli Business Continuity Process
Manager scenario described in Chapter 8, “Scenario 4: IT Service Continuity
Management using IBM Tivoli Business Continuity Process Manager” on
page 211.

Become a published author
Join us for a two- to six-week residency program! Help write a book dealing with
specific products or solutions, while getting hands-on experience with
leading-edge technologies. You will have the opportunity to team with IBM
technical professionals, Business Partners, and Clients.

Your efforts will help increase product acceptance and customer satisfaction. As
a bonus, you will develop a network of contacts in IBM development labs, and
increase your productivity and marketability.

Preface xix

Find out more about the residency program, browse the residency index, and
apply online at:
ibm.com/redbooks/residencies.html

Comments welcome
Your comments are important to us!

We want our books to be as helpful as possible. Send us your comments about
this book or other IBM Redbooks in one of the following ways:
Use the online Contact us review Redbooks form found at:
ibm.com/redbooks
Send your comments in an e-mail to:
redbooks@us.ibm.com
Mail your comments to:
IBM Corporation, International Technical Support Organization
Dept. HYTD Mail Station P099
2455 South Road
Poughkeepsie, NY 12601-5400

xx End-to-End Service Management Using IBM Service Management Portfolio

1

Chapter 1. Introduction to Service
Management
In this chapter we introduce Service Management and discuss key concepts
such as Information Technology Infrastructure Library (ITIL), IBM Service
Management, and IBM Tivoli Unified Process (ITUP).

This chapter has the following sections:
“Implementing processes based on ITIL” on page 2
“ITIL V3 and components” on page 3
“What is IT Service Management” on page 5
“ITIL-based Service Management” on page 6
“IBM and ITIL” on page 7
“What is IBM Tivoli Unified Process” on page 7
“Benefits of using ITUPC” on page 10
“What is IBM Service Management” on page 11

© Copyright IBM Corp. 2009. All rights reserved. 1

1.1 Implementing processes based on ITIL
The Information Technology Infrastructure Library is a set of concepts and
policies for managing information technology (IT) infrastructure, development,
and operations. ITIL gives a detailed description of a number of important IT
practices with comprehensive check lists, tasks, and procedures that can be
tailored to any IT organization.

ITIL is a framework of best practices, not a methodology, as it only describes
what needs to be done. ITIL does not provide guidance on how to implement the
processes, so each company chooses the best way to fit ITIL to its requirements.

A key mind set when implementing processes based on ITIL is adopt and adapt
is to adopt ITIL as a common language and reference point for IT Service
Management and adapt ITIL best practices to achieve business objectives.

Generally speaking, IT organizations do not implement all ITIL processes
because they do not have the budget or they judge that they do not need all the
processes. Initially, not implementing all processes can be seen as a way to
avoid extra costs. However, depending on the processes chosen to be
implemented, choosing not to implement other process may result in fewer
benefits from the implemented processes. For example, choosing to implement
change and release processes without implementing configuration may result in
an inaccurate impact assessment when approving changes.

The Service Management processes selection should be done carefully, taking
into consideration the relationship among all processes and not only the cost
perspective and implementation complexity of individual processes.

A successful implementation of IT Service Management should consider:
Aligning with business needs (that is, business driven, not technology driven).
Improving staff awareness about business goals.
Adapting to the culture of the organization. This adaptation should be done
when defining the roles, responsibilities, tools, processes, procedures, tasks,
and so on. After IT Service Management is implemented, it should be
rigorously followed.
Having processes easily changed as necessary.
Having its processes clearly defined, documented, and available.
Having its main processes integrated with each other.
Integrating with external suppliers.

2 End-to-End Service Management Using IBM Service Management Portfolio

Properly training and communicating to all people who will use or provide IT
services.
Having its inputs measurable and repeatable.
Having IT process tool supported and customized to fit the processes
defined.
Having clearly measurable and repeatable key performance indicators.
A successful IT Service Management implementation should result in
improved IT customer satisfaction, better resource utilization, and
improvement of customer perception of IT service quality.

1.2 ITIL V3 and components
ITIL V3 is the evolution of service life-cycle management. Figure 1-1 represents
the five components of ITIL V3.

Figure 1-1 ITIL V3 components

ITIL V3 components are:
Service Strategy
The Service Strategy ITIL V3 book describes how business and IT align. This
includes keeping the service life cycle focused on the needs of the business.
The Service Strategy processes are:
– Strategy generation
– Adaptive processes for customers, services, and strategies
– IT Financial Management
– Service portfolio
– Demand Management
– Risk Management
Service Design
The Service Design, ITIL, Version 3 book discusses designing of IT services
conforming to best practice, and including design of architecture, processes,
policies, documentation, and allowing for future business requirements.

Chapter 1. Introduction to Service Management 3

The Service Design processes are:
– Capacity Management
– IT policies, architecture, portfolios, and service models
– Information Security Management
– IT Service Continuity Management
– Service re-design
– Availability Management
– Supplier Management
Service Transition
The Service Transition, ITIL, Version 3 book describes how to manage and
control changes to the infrastructure.
The Service Transition processes are:
– Service Asset and Configuration Management
– Quality assurance
– Service release and deployment planning
– Acquire, build, test release
– Deployment, decommission, and transfer
– Knowledge Management and service knowledge system
– Service release, acceptance, test, and pilot
– Change Management
– Performance and risk evaluation
– Testing
Service Operation
The Service Operation ITIL, Version 3 book discusses how to achieve the
delivery of agreed-upon levels of services both to users and customers.
The Service Operation processes are:
– Operation of services from end-to-end
– Monitoring and management of events
– Fulfillment of service requests monitoring and Event Management
– Problem Management
– Request fulfillment


Continual Service Improvement
The goal of Continual Service Improvement is to align and realign IT services
to changing business needs by identifying and implementing improvements to
the IT services that support the business processes.
The Continual Service Improvement processes are:
– Service improvement
– Measurement and control
– Process assessment and analysis
– Service assessment and analysis
– The business case for improvement
– Service measurement

1.3 What is IT Service Management
IT service is a discipline for managing information technology systems, focusing
on the customer‘s needs to improve business.

IT Service Management provides for the effective and efficient delivery of IT
services in support of changing business needs, providing faster guidance, and
addressing technology updates to support business challenges.

Implementing IT Service Management requires the optimal intersection of
people, process, information, and technology, as shown in Figure 1-2.

Figure 1-2 IT organization with Service Management


1.4 ITIL-based Service Management
ITIL based Service Management represents the state of the art of management
information technology focus on business improvement. It shows us how the
relationship between all components, such as people, technology, process,
information, and business needs work together to support business challenges
and improvement.

Figure 1-3 shows an IT organization environment with ITIL-based Service
Management implemented.

Figure 1-3 IT organization with ITIL-based Service Management Implemented


When all of these components come together, they can make IT more efficient
and effective.

1.5 IBM and ITIL
IBM initially contributed to ITIL with its Systems Management concept
yellowbooks and continues to contribute as a developer, reviewer, and user of
ITIL.

IBM contributed in many ways to ITIL Version 2, including authoring, quality
reviews, project management, and additional support through the IT Service
Management Forum. The focus of Version 2 was on process management
practices required to enable Service Management. The ITIL service support and
delivery publications contain significant contributions from IBM.

The ITIL application management book, co-written by authors from IBM and
other companies, is the basis for the life-cycle concept in ITIL Version 3. It lays
the basic groundwork for how to integrate Service Management practices
throughout the solution life cycle.

IBM supports the development of updates and refreshes to industry-accepted
best practices, including supporting the ITIL Advisory Group through quality
reviews and other briefings. Thought leaders also serve on the ITIL Advisory
Group and other working groups to contribute as the need arises. From a
strategic outsourcing perspective, ITIL is requested by many IBM clients all
around the globe. Companies that are implementing improvements to their
Service Management capabilities consider ITIL a good place to start.

IBM Tivoli Service Request Manager is aligned with ITIL best practices to
support ITSM processes. Built with support for incident and problem
management, change and Release Management, and Service-Level
Management, it is a part of a single platform that combines asset and services
management. IBM implements processes based on ITIL through IBM Tivoli
Unified Process (ITUP).

1.6 What is IBM Tivoli Unified Process
IBM Tivoli Unified Process is a roadmap for delivering ITIL-based IT Service
Management using existing Tivoli and IBM solutions. ITUP links actual product
names and capabilities with ITIL-defined roles, responsibilities, and processes,
and complements IBM Rational® Unified Process (a logical method of
application development) to provide a mechanism and a philosophy for


customers to align their IT organization and processes along business service
guidelines, and develop and implement applications with additional
manageability factors built in to take full advantage of these new concepts.

Examples that you’ll find in ITUP are:
Workflows.
Roles.
Information (work products by name). Also not described in ITIL.
Products (tools) that help implement aspects of the process.

Figure 1-4 shows the ITUP components.

Figure 1-4 ITUP overview

For more information go to:
http://www-01.ibm.com/software/tivoli/governance/servicemanagement/itup
/tool.html

That site provides a brief overview of components and features and how they
interact with each other in the overall IBM IT Service Management strategy. ITUP
is considered by IBM to be a definitive guide on how to implement ITIL in a
modular yet comprehensive fashion using IBM solutions available today.


ITUP Composer
IBM Tivoli Unified Process Composer (ITUPC) is a tool that allows for an
implementation of the ITUP framework. ITUP Composer is the product version of
ITUP. It is an ideal starting point for organizations looking to implement IT Service
Management best practices and document their operational model.

You can then use the Composer tool to customize, extend, and publish content to
document your organization's operational processes.

ITUPC is shipped with Change and Configuration Management Database
(CCMDB) Version 7.1 as IBM Rational Method Composer (RMC). RMC is the
tool that enables the development, customizing, and publishing of methods and
processes.

Table 1-1 summarizes the differences between ITUP and ITUP Composer.

Table 1-1 Differences between ITUP and ITUP Composer
Feature ITUP ITUP Composer

Industry best practices Y Y

Process-level information Y Y

Activity-level information Y Y

Tool use guidance Y Y

Task-level information Y Y

Content customization Y

Content creation Y

Content publishing Y


Figure 1-5 shows ITUP and ITUP Composer components.

Figure 1-5 ITUP and ITUP Composer components Illustrated

ITUPC enables you to easily use the out-of-the-box process model as the
foundation for an operational model that meets your organization's requirements
and can serve as a unifying guide for all IT staff.

1.7 Benefits of using ITUPC
The benefits of using ITUPC are:
It provides detailed documentation of IT Service Management processes
based on industry best practices that speeds up the customization process.
It simplifies maintenance with local copies of process guides that are soon out
of date.
It is easy to access, as it can be published in HTML format.
It is a good candidate to become the single source of published ITSM process
definitions and related documentation.
It can be used with version control systems like CVS and Rational Clear case.
ITUPC is linked with process implementation tools like Tivoli CCMDB.


1.8 What is IBM Service Management
IBM Service Management encompasses the management processes, tactics,
and best practices needed to deliver business services.

IBM Service Management is about developing, deploying, and managing
services that help reduce IT and operations costs through automated processes
and more effectively manage compliance.

IBM Service Management lets you pull critical components, such as people,
processes, information, and technology, together with an array of tightly
integrated solutions that can be viewed as three interconnected layers:
IBM Process Management
IBM Services Management platform
IBM Operational Management

These solutions are based on IBM and industry best practices, such as the IT
infrastructure Library, Control Objectives for Information and related technology
(COBIT), and enhanced Telecom Operations Map (eTOM), helping users to
ensure that IT and operational processes are consistently designed, automated,
and executed and are auditable for compliance adherence.

IT Service Management is the optimal intersection of people, processes,
information, and technology, as shown Figure 1-6.

Figure 1-6 IBM Service Management interactions


Tools used to implement ITIL-based IBM Service Management
(ISM)
ITUP is aligned with ITIL V3. IBM has a portfolio of tools that can help you
implement IT Service Management processes that will fit the business needs of
your organization.

Table 1-2 identifies which tools can be used to implement the ITIL Version 3
process.

Table 1-2 ITIL V3 processes mapped to tools
Process Tool

Access Management IBM Tivoli Access Manager1
IBM Tivoli Federated Identity Manager
IBM Tivoli Directory Integrator
IBM Tivoli Directory Server
IBM Tivoli Identity Manager
IBM Tivoli Provisioning Manager

Asset Management IBM Tivoli Asset Management for IT
IBM Tivoli Configuration Manager
IBM Tivoli Contract Compliance Manager
IBM Tivoli License Compliance Manager
IBM Tivoli License Compliance Manager for
z/OS®
IBM Tivoli Network Manager
IBM Tivoli Service Request Manager
IBM Tivoli Usage and Accounting Manager

Availability Management IBM Tivoli Business Service Manager
IBM Tivoli Data Warehouse
IBM Tivoli Enterprise Console®
IBM Tivoli Monitoring
IBM Tivoli Netcool® OMNIbus
IBM Tivoli Service Level Advisor

Capacity Management IBM Tivoli Capacity Process Manager
IBM CICS® Performance Analyzer
IBM Rational Performance Tester
IBM Tivoli Business Service Manager
IBM Tivoli Intelligent Orchestrator I
IBM Tivoli Performance Analyzer
IBM Tivoli Performance Modeler for z/OS
IBM Total Storage Productivity Center I
IBM WebSphere® Studio Workload Simulator
for z/OS and OS/390®


Process Tool

Change Management IBM Tivoli Business Service Manager
IBM Tivoli Change and Configuration
Management Database
IBM Tivoli Service Request Manager

Configuration Management IBM Tivoli Change and Configuration
Management Database
IBM Tivoli NetView® IBM Tivoli Network
Manager

Data and Information IBM Tivoli Storage Process Manager
Management IBM Tivoli Storage Manager
IBM TotalStorage® Productivity Center

Event Management IBM Tivoli Enterprise Console
IBM Tivoli Compliance InSight Manager
IBM Tivoli Netcool OMNIbus
IBM Tivoli System Automation

Financial Management IBM Tivoli Usage and Accounting Manager
IBM Tivoli Asset Management for IT
IBM Tivoli License Compliance Manager
IBM Tivoli License Compliance Manager for
z/OS

Incident Management IBM Tivoli Service Request Manager
IBM Tivoli Asset Management for IT
IBM Tivoli Composite Application Manager for
Response Time Tracking
SOA
IBM Tivoli Enterprise Console
IBM Tivoli OMEGAMON® XE and DE

Information Security IBM Tivoli Security Operations Manager
Management IBM Tivoli Access Manager
IBM Tivoli Identity Manager
IBM Tivoli Security Compliance Manager


Process Tool

IT Service Continuity IBM Tivoli Business Continuity Process
Management Manager
Geographically Dispersed Parallel Sysplex™
(GDPS®)
IBM Tivoli Storage Manager
IBM Tivoli Storage Process Manager
IBM TotalStorage Productivity Center

Knowledge Management IBM Tivoli Service Request Manager1
IBM Lotus® Connections
IBM Lotus Notes®
IBM Lotus Quickplace
IBM Lotus Quickr™
IBM Lotus Sametime®

Monitoring and Control IBM Tivoli Monitoring
IBM System Storage™ SAN Volume Controller
IBM Tivoli Intelligent Orchestrator
IBM Tivoli Netcool Performance Manager for
Wireless
IBM Tivoli NetView
IBM Tivoli OMEGAMON XE and DE
IBM Tivoli Service Level Advisor
IBM Tivoli Storage Manager
IBM Tivoli Workload Scheduler
IBM TotalStorage Productivity Center
IBM WebSphere Business Monitor


Process Tool

Problem Management IBM Tivoli Service Request Manager
WebSphere
IBM Tivoli Decision Support for z/OS
IBM Tivoli OMEGAMON XE and DE

Release and Deployment IBM Tivoli Release Process Manager
Management IBM CICS Configuration Manager
IBM Rational Build Forge®
WebSphere

Request fulfillment IBM Tivoli Service Request Manager
IBM Tivoli Access Manager

Risk Management IBM Tivoli Risk Manager

Service Asset and Configuration See Asset Management, Configuration
Management Management in this table

Service Catalog Management IBM Tivoli Service Level Advisor

Service-Level Management IBM Tivoli Service Level Advisor

Service Portfolio Management IBM Rational Portfolio Manager

Service validation and testing IBM Rational Functional Tester
IBM Rational Manual Tester
IBM Rational Performance Tester
IBM Rational Purify®
IBM Rational Robot
IBM Rational Test Realtime

Supplier Management IBM Maximo Online Commerce System

Transition planning and support IBM Lotus Notes


Table 1-3 shows us the relationships between ITIL V3 books and the processes
listed in Table 1-2 on page 12.

Table 1-3 Relationship between processes and ITIL V3 books
Process ITIL V3 book

Financial Management Service Strategy
Risk Management
Service Portfolio Management

Availability Management Service Design
Capacity Management
Data and Information Management
Information Security Management
IT Service Continuity Management
Service Catalog Management
Service-Level management
Supplier Management

Asset Management Service Transition
Change Management
Configuration Management
Knowledge Management
Release and Deployment Management
Service Asset and Configuration
Management
Service validation and testing
Transition planning and support

Access Management Service Operation
Event Management
Incident Management
Monitoring and Control
Problem Management
Request fulfillment

IBM Service Management is a new way to align your organization and all its
related functions with your business.


2

Chapter 2. IBM Service Management
products
IBM Service Management (ISM) is a comprehensive and integrated approach for
Service Management, integrating technology, information, processes, and people
to deliver service excellence and operational efficiency and effectiveness for
traditional enterprises, service providers, and mid-size companies. This chapter
discusses IBM Service Management products and has the following sections:
“IBM Service Management” on page 18
“IBM Service Management products overview” on page 31
“Integration of IBM Service Management products” on page 50


2.1 IBM Service Management
In the fall of 2007, the IBM Systems Journal provided a series of papers focused
on the IBM Service Management strategy and related technologies and
solutions. Some of the content from this section was extracted and paraphrased
from the papers presented in the IBM Systems Journal. This IBM Systems
Journal is available at:
http://ww.research.ibm.com/journal/sj46-3.html

In this section we describe the architecture of the Tivoli Service Management
products. We cover:
IBM Service Management overview
IBM Service Management architecture
Mapping of Tivoli products to IBM Service Management
Tivoli process automation engine

2.1.1 IBM Service Management overview
Quality service delivery requires Service Management. Service is an offering,
function, or activity delivered to an internal or external customer that may
contribute revenue and profit or fulfill a critical mission of an organization, and is
the output created through the use of an organization’s human, intellectual,
financial, and physical assets. Service Management encompasses the
management processes, tactics, and best practices needed to deliver business
services. IT, operations, and line-of-business services all require Service
Management.

IBM Service Management is a comprehensive and integrated approach for
Service Management integrating technology, information, processes, and people
to deliver service excellence and operational efficiency and effectiveness for
traditional enterprises, service providers, and mid-size companies. ISM is
developed with the vision of meeting the following criteria for effective Service
Management:
Breadth of management across the entire service infrastructure
Scalability requirements of the world’s most demanding service
infrastructures
Service context to understand how to configure, optimize, and prevent
disruptions
Integration of technology, processes, and information to the correct people


Flexibility and modularity to adapt for business, organizational, and
technology convergence
Visibility of end-to-end services, processes, and transactions
Automation of processes and workflows fundamental to service delivery and
support
Best practices to provide rapid value and improve efficiency

ISM products and services cover four key areas, as shown in Figure 2-1.

IBM Service Management

Process Management

Service Management
Platform

Operational Management

Best Practices and Services

Figure 2-1 IBM Service Management

Process Management enables increased team performance, coordination, and
collaboration. There are Process Manager products with the capabilities to:
Enable consistent process execution.
Align with best practices.
Provide role-based visualization and control.
Integrate IBM and third-party operational management tools into and across
IT and business processes.
Enforce and audit change and compliance.

Chapter 2. IBM Service Management products 19

The Service Management platform integrates visibility and control across people,
process, technology, and information domains. IBM Service Management
Platform delivers:
Service visualization
Data integration and federation
Automation

Operation management products provide:
Infrastructure management
Role-based visualization and control
Automation of tasks, workflows, and processes
Open, standards-based products and tools

Best practices enable a modular approach for incremental execution and values
through:
Design, build, and run services provided by IBM Global Services
Proven process models, standards, and best practices
Standards-based build to manage toolkits
Process Model for IT (PRM IT)
IBM Tivoli Unified Process (ITUP)
IBM Service Management Adoption Model: A step-by-step roadmap to
improve Service Management
Support for the implementation of Information Technology Infrastructure
Library (ITIL), Control Objectives for Information and related Technology
(COBIT), Enhanced Telecom Operations Map (eTOM), and other process
models
IBM Service Management Partner Ecosystem: An initiative that enables
partners to drive innovation together around a common platform, the Change
and Configuration Management Database (CCMDB), that delivers greater
holistic value to customers
Open Process Automation Library (OPAL): A collaborative portal available to
partners and customers to exchange established workflows and process
management tools

2.1.2 IBM Service Management architecture
IBM Service Management architecture is a service-oriented architecture
designed to automate and simplify the management of business services. The


ISM architecture is the common architecture adopted by IBM Service
Management products. The ISM architecture illustrated in Figure 2-2 on page 22
comprises four major components:
A user interface that represents a portal-based integration of user interfaces
(UIs) for user interactions and collaboration (labeled portal-based user
interfaces)
A process layer that includes the entity labeled process runtime and services
and the entity labeled Service Management solutions
An information layer represented by the Configuration Management Database
(CMDB)
An operational-management-technologies component represented by the
entities labeled Operational Management products (OMPs) and the adjacent
Integration Modules


Figure 2-2 also shows tooling, a collection of tools to create and modify
processes, UIs, and data. The ISM architecture consolidates current IT
components and management functions along several dimensions. All user
interactions are consolidated at the portal. The roles and responsibilities of the
users are integrated with the defined processes, and activities (subprocesses)
are integrated with configuration data from the information layer. The architecture
takes advantages of software middleware and industry standards for portal,
workflow, and data federation.

Portal- Service Management Solutions Tooling
Based
User Service Service Desk Service Delivery and Support IT Enterprise
Interfaces Catalog Asset Asset
Incident Configuration Availability Mgmt Mgmt
Problem Change Storage
Release Capacity
Service
Continuity

Process Runtime and Services

Integration Modules

Configuration Operational
Management Database Management Products
Business Application
Management
Federation
Server, Device and Network
Management
Storage Management
Security Management
Discovery Reconciliation
Financial Management
Enterprise Asset
Management

IT Infrastructure
(Server, Storage, Network Security, Software, Applications, Transactions, Services)

Figure 2-2 IBM Service Management architecture

Integration of Service Management processes with OMPs
Tasks performed as part of ISM processes leverage IBM OMPs and third-party
products for task automation, thereby improving the overall efficiency of Service
Management. Monitoring, event infrastructures, provisioning, distribution,
availability, workload management, replication, backup, and security are among
the pervasively deployed OMPs. For example, the deployment of a large-scale
software update may utilize IBM Tivoli Provisioning Manager for Software to
automatically distribute this software update to large numbers of desktops based


on a schedule. The ISM architecture allows the definition of logical management
operations (LMOs) that provide an interface between the Service Management
process and the OMPs that carry out the operation. A Web-services-based
service-oriented architecture (SOA is used to implement these interfaces. This
allows a loose coupling between the process and the OMP that provides the
function, thus allowing an implementation to exploit best-of-breed OMP
technology while maintaining process consistency.

To enable this loose coupling, the LMO interface is implemented by using an
Integration Module. The Integration Module performs two key functions:
It implements one or more calls to one or more OMPs by using the native
interfaces of the OMPs, which could include command-line interfaces or
application-programming interfaces (APIs).
It maps the call arguments (provided by the process and based on the CMDB
resource model) to arguments that are understood by the OMP. For example,
a globally unique identifier (GUID) used by the process and CMDB to identify
a server may need to be mapped to an object identifier that is used by the IBM
Tivoli Provisioning Manager for Software to internally identify the same server.

The evolution and automation of processes will require additional LMOs and
implementations. The ISM architecture supports the installation and
configuration of these Integration Modules to interact with specific processes and
tasks.

The ISM architecture enables client IT process transformation based on business
process workflow tools, information integration technology, and operational
management technology. The architecture provides a way for clients to transform
their existing processes to incorporate best practices and gradually automate
processes such as provisioning, orchestration, and problem determination. It
provides access to accurate information that described the authorized and
discovered states of the IT resources, commonly known as Configuration
Management data. The ISM solutions are based on IBM and industry best
practices, such as the ITIL, COBIT, and eTOM.

The process layer hosts solutions based on the concept of Service Management
processes (also referred to as Process Managers or PMs). The Service
Management processes are integrated with operational management
technologies and the CMDB. The Service Management processes and related
tooling incorporate a set of best practices that may be modeled and customized
to support existing processes. Selected tasks within these processes may be
progressively automated through operational management tools, directly
reducing IT management costs in a manner consistent with organizational
responsibilities. The integration of these tasks with the Systems Management
technology (implemented through OMPs) is accomplished through the use of a
service-oriented architecture.


The information layer, which includes the federated CMDB, provides automated
application discovery and detailed views of system, software, and service
topologies. Open interfaces provide ease of integration with process, data
sources, and automation technology. Information about IT resources, topology,
and relationships are often dispersed throughout operational registries used by
management tools. Without including this information in a federated database, a
logical view of all the IT resources and their respective relationships and
dependencies is not available. This logical view is critical to improving the
efficiency and effectiveness of processes. For example, to understand the impact
of a change request and to implement a successful Change Management
process, information about the current state of resources, the relationships to
business applications, the service level objectives, the compliance policies, and
the dependency on other resources are all critical information aspects. The
integration of the Service Management processes and the CMDB with
operational management technologies forms the core of theISM architecture.


2.1.3 Mapping of Tivoli products to IBM Service Management
In this section we look closer at how the Tivoli products are mapped to the IBM
Service Management strategy and architecture. First we use a simple model, as
illustrated in Figure 2-3, to show a basic flow of dependencies from business to
technology:
The business processes that are used to run the business and create
revenue.
The IT services that are required to support the business processes.
These services are provided by the IT organization through the execution of
standardized process.
The processes consist of defined activities.
The activities are further decomposed into distinct tasks.
Technology or tools can be used to facilitate or perform these tasks.
The tools are built on a set of technologies.

The predefined flow of activities and data developed to
BUSINESS PROCESSES meet the requirements of the business. (Logistics,
Accounting, HR…)
A collection of IT components that meet a standard,
well-known business need of IT customers. A service is
IT SERVICES what the customer experiences, whereas a solution is
the set of resources that work together to provide a
service.
A collection of related activities with a common goal that
IT PROCESSES take inputs, transform them, and produce outputs toward
achieving that goal.. (Change, Problem…)

An activity is a segment of a process workflow.
ACTIVITIES Processes are decomposed into activities. Each activity
has inputs and outputs defined as work products.

TASKS A unit of work within an activity. An activity is composed
of tasks.

TOOLS Tools are software products that implement all or part of
an IT process.

TECHNOLOGY The various technologies and common components the
tools are built on.

Figure 2-3 ITSM model: Business to technology


Figure 2-4 puts into perspective some of the many pieces of intellectual capital
and products relative to ISM strategy. There are various levels of related
business and process models that in turn drive the design of various products.

Component Business Model for (specific industry)
BUSINESS PROCESSES Component Business Model for IT (CBM-IT)

IT SERVICES Service Catalogue, Workflows, & Conceptual
Architecture

IT PROCESSES Process
Reference IBM Tivoli
ACTIVITIES Model for IT Unified
(PRM-IT) Process model
(ITUP)
TASKS CCMDB and
Process Resource
Managers and/or function
TOOLS specific
products
(OMPs)
TECHNOLOGY

Figure 2-4 IBM intellectual capital and product overview


When we map out the ISM products on the ISM architecture, as shown in
Figure 2-5, you will see that a large portion of the logical components is provided
by the IBM Tivoli Change and Configuration Management Database V7.1
(CCMDB V7.1).

Process Manage rs
CCMDB

Config uration Mgmt Ch ange Mg mt

Process Runtime Inf rastructure

Integration
Modules
Process DB CMDB
User
interfaces
Operational
Re conciliat ion Manag ment
Produ cts
Discovery

IT Infrastructure

Figure 2-5 Logical components of ISM products

CCMDB is the foundation for the ISM strategy. It is the foundation for core ITIL
process solution deliverables like Configuration and Change or Release
Management. These process solutions provide best practice implementations of
core ITIL processes.

The CCMDB provides a shared infrastructure as well as a set of foundation
services used by different ISM process solutions, and includes the configuration
and Change Management processes that provide core management capabilities
needed in an IT environment.

In addition, the CCMDB incorporates a consistent data model and data layer
implementation and includes a framework for discovery of resources and its
relationships.


The other ISM Process Managers based on CCMDB V7.1, available on May 16,
2008, are:
IBM Tivoli Service Request Manager (TSRM) V7.1 delivers user service
request management through Service Desk and Service Catalog
components. Service desk offers day-to-day management of incidents and
problems. Service Catalog enables users to obtain IT services through
published service offerings.
IBM Tivoli Release Process Manager (TRPM) V7.1.1 is a productivity tool to
manage, audit, and coordinate release tasks to be completed in the correct
order by the correct people. It provides an executable process flow to enable
business and IT people to plan, schedule, and implement new releases into
the infrastructure.
IBM Tivoli Asset Management for IT (TAMIT) V7.1 is an IT Asset Management
solution that can track diverse IT assets across their entire life cycle.
IBM Tivoli Business Continuity Process Manager (TBCPM) V7.1 enables
organizations to operate best practice disaster recovery processes.

2.1.4 Tivoli process automation engine
Starting from the V7.1 products, the Tivoli Service Management products
installer will install the product-specific applications on a common foundation
called Tivoli’s process automation engine.
Tivoli’s process automation engine provides the user interface, configuration
services, process workflow runtime and services, and the common data
system.
Tivoli’s process automation engine is more than what Maximo was in previous
Maximo products. It includes install solutions, common services needed for
ISM, and other services.

Note: The Tivoli process automation engine used to be called Base
Services, or Tivoli Process Automation Platform.

Any product that has the Tivoli process automation engine as its foundation
(including CCMDB, TAMIT, and TSRM) can be installed with any other
product that has the Tivoli process automation engine. The installer will detect
that the Tivoli process automation engine is already installed and just enable
the additional applications and features of the product being installed.
Every product ships with a specific version of the Tivoli process automation
engine. The versions must match up if you are installing more than one
product.


The Tivoli process automation engine is the foundation of the following
products:
– Tivoli Change and Configuration Management Database 7.1
Includes Tivoli process automation engine 7.1
– Tivoli Change and Configuration Management Database 7.1.1
Includes Tivoli process automation engine 7.1.1
– Tivoli Service Request Manager 7.1
– Tivoli Asset Management for IT 7.1
– Enterprise Asset Management and Maximo Asset Management 7.1
Once you have installed one of these products, you can install any of the
others on top of them. There is a different install option on each product's
launchpad that you must choose if you want to install the product on top of
another product. With this option, the Tivoli process automation engine will
not be reinstalled. The new products applications will be enabled, as well as
the existing applications.

For more information about the Tivoli process automation engine refer to section
2.3.3 of the book Implementing IBM Tivoli Service Request Manager V7.1
Service Desk, SG24-75799.


Now we put the Tivoli process automation engine and the Tivoli process
automation engine-based products on the perspective of ISM architecture.
Figure 2-6 shows the Tivoli process automation engine integrated portfolio.

Common Common Change Service Request
User Configuration & Business Release
Management IT Asset
Continuity
Interface Services Configuration Incident, Problem Management Management
Management
Mgmt and Catalog

Work Based Workflow
Process Workflow Runtime & Services
User User Integration
Configuration Interfaces Collaboration Notification Escalation Security
Modules
Configuration Data
by roles Extensions
Common Data Subsystem
Role base Data
data access Visualization CIs Assets Process Meta Data
Attributes Attributes Artifacts Configurations
Reporting Report Relationships Relationships Process
Related to CIs
Engine Definition and Assets

Out of the
Box Reports Discovery and Application Dependency Mapping

Data
Reconciliation Federation Discovery
Adapters

Operational Management Products IBM & Non-IBM Software
>Storage Mgmt >Application Mgmt >Monitoring >Server/Device Mgmt
>Network Mgmt >Security Mgmt >Discovery tools >Customer developed

IT Infrastructure
(Server, Storage, Network, Security, Software, Applications, Transactions, Services)

Figure 2-6 Tivoli process automation integrated portfolio

The following sections provide an overview of IBM Service Management
products. Further information can be found in the IBM Service Management
information center and IBM United States Software Announcement 208-241 in
the URLs specified below:

http://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/index.jsp

http://www-01.ibm.com/common/ssi/index.wss


2.2 IBM Service Management products overview
In this section we provide an overview of the benefits and features of the
following IBM Service Management products:
IBM Tivoli Change and Configuration Management Database V7.1.1
IBM Tivoli Service Request Manager V7.1
IBM Tivoli Release Process Manager V7.1.1
IBM Tivoli Asset Management for IT V7.1
IBM Tivoli Business Continuity Process Manager V7.1

2.2.1 IBM Tivoli Change and Configuration Management Database
(CCMDB) V7.1.1 overview
IBM Tivoli Change and Configuration Management Database is a platform for
storing deep, standardized enterprise data. By integrating, automating, and
optimizing data, workflows, and policies, it helps to align the ongoing
management of IT infrastructure with business priorities.
This scalable platform for the implementation of successful ITIL-based
Service Management initiatives simplifies architectural complexity and
reduces incident and problem management costs.
A non-intrusive, agent-free discovery solution provides fast, automated
application discovery, deep configuration detail, enterprise-class security, and
easy integration with other data sources. Also included in the CCMDB is the
critical relationship data that enables users to associate business
configuration information directly to the physical IT environment.
The discovery provided includes a variety of computer systems, network
devices, applications, middleware, and databases.
Using the portal interface, users can create, assign, monitor, notify, act upon,
and report on change requests and configuration items.
Using the data integration capability, users can make the most of existing
investments in Operational Management products from IBM and other
vendors to provide a consolidated view of the IT infrastructure.
The creation of custom discovery library adapters and Integration Modules is
possible with the toolkit included.
Enforcing policies and tracking changes throughout the users' organization
helps customers in their systems for compliance with internal and regulatory
requirements.


Change Management and Configuration Management
These are at the core of any Service Management strategy. CCMDB enables you
to standardize and share information that integrates people, processes,
information, and technology for real business results. It includes an open,
federated CMDB data model and the ability to automate process execution and it
provides visibility to architectural complexity and helps reduce incident and
problem management costs.

The Tivoli Change and Configuration Management Database helps benefit the
users' business by:
Delivering efficient, cost-effective management solutions by integrating IT
processes, data, and people, and automating Operational Management
product use
Leveraging automated discovery, application mapping, and visualization
capabilities to facilitate an extensive view of attributes and relationships
between configuration items and supported business services
Facilitating internal and regulatory compliance by enforcing policies as well as
tracking and recording changes across your organization
Employing best-practice Change Management processes with impact
assessment and visibility of schedules to reduce business impact
Helping ensure that configuration data is current through change and
configuration process management
Visualizing all critical intelligence regarding the infrastructure through data
consolidation and federation capabilities

Through the integration, automation, and optimization of data, workflows, and
policies, CCMDB helps align the ongoing management of your IT infrastructure
with your business priorities, while helping to reduce and eliminate the impact
that organizational complexity has on managing the infrastructure.

Tivoli Change and Configuration Management Database features:
J2EE architecture enables flexibility, scalability, and access anywhere.
Rich tooling allows configurations to be preserved version to version, and
configurations stored as metadata in the database.
Agentless, credential-less discovery of infrastructure elements.
Deep configuration detail discovery from Wintel to System z®, including
application relationship discovery.


Common, unified platform to enable management of all Service Management
activities, from Service Desk to Asset Management for IT.
A Service Catalog is included.
Support for Linux® on System z.

Figure 2-7 depicts the logical components related to CCMDB.

Common Common Change
User Configuration &
Interface Services Configuration
Mgmt

Work Based Workflow
Modules
Configuration Data
by roles Extensions
Role base Data
Related to CIs

Out of the
Box Reports Discovery and Application Dependency Mapping

Data
Reconciliation Federation Discovery
Adapters

>Storage Mgmt > Application Mgmt >Monitoring >Server/Device Mgmt

IT Infrastructure

Figure 2-7 CCMDB logical components

For Change Management, the following processes and applications are enabled:
Processes: Change process
Applications enabled:
– Changes
– Change implementation schedule
– Change window
– Activities and tasks (Tivoli process automation engine core application)
– Process requests (shared application)


For Configuration Management, the following processes and applications are
enabled:
Processes:
– CI control (update) process
– CI audit process
– Configuration items (shared application)
– Actual configuration items
– Process requests (shared application)
– Configuration processes
– Relationships (Tivoli process automation engine core application)
– CI life cycles
– Collections (Tivoli process automation engine core application)
– CI types

For more information about the CCMDB product refer to Deployment Guide
Series: IBM Tivoli CCMDB Overview and Deployment Planning, SG24-7565,
which provides a more detailed overview of the CCMDB product and information
related to planning and installing the product.

New features in CCMDB V7.1.1
The following new features are available in CCMDB V7.1.1:
Support for new platforms
– You can install and run CCMDB on a J2EE server running on SuSE Linux
9.0 Enterprise Server System z.
– You can install and run CCMDB on a J2EE server running on a 64-bit
Windows® machine.
– You can use the middleware installer to install middleware on AIX®.
IP V6 support
You can install and run CCMDB on a network that uses Version 6 of the
Internet Protocol, either V6 alone or a mixed network with IP V6 and V4.
Migration manager
The migration manager function helps you to move your configuration from
one environment to another. For example, you might want to deploy CCMDB
applications into a newly created cluster, or, perhaps you have deployed
CCMDB into a test or development environment and, after customizing your
deployment, you would like to migrate CCMDB to your production
environment without using the CCMDB installation programs again. Migration


Manager enables you to define, create, distribute, and deploy packages of
migration objects.
Asset support in Change Management application
– You can use the Change Management applications to work with assets as
well as configuration items.
– An asset is any component or item in an infrastructure that is under the
control of Asset Management.
– Assets can be used to model the end-to-end life cycle of a managed entity.
Assets can be used to manage both financial aspects and operational
aspects. You must create an asset for an entity if it has financial aspects
such as purchasing, contracts, and inventory or some specific operational
aspects. In other words, you can perform financial and operation activities
with assets.
– Each asset has several characteristics:
• A classification, or type, that indicates what kind of item it is.
• Attributes, which vary by classification and describe the characteristics
of the individual asset.
• Relationships, which indicate how the asset is related to other assets
or configuration items.

Note: Refer to 4.6.1, “Assets and CIs in Change Management” on
page 106, for more information about assets and CI integration.

New task scheduler application
The task scheduler application, part of Change Management, enables you to
identify appropriate times to perform implementation tasks as part of a
change. This application is also integrated with the change implementation
schedule to resolve configuration item (CI) change window schedule conflicts.

For further information about the CCMDB, go to the product Web page:

http://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/index.jsp?topic
=/com.ibm.ccmdb.doc_7.1.1/ccmdb_welcome.htm

2.2.2 IBM Tivoli Service Request Manager (TSRM) V7.1 overview
In today's volatile, ever-changing IT environment, the Service Desk delivers
critical support to the entire organization by keeping key business systems and
services available and reliable. As technology becomes increasingly complex,
problem resolution becomes more time-consuming, skill requirements increase,


and costs to maintain quality services escalate. In the face of tighter budgets and
fewer resources, prioritization and responsiveness are the keys to maximizing
the availability of business-critical IT services.

IBM Tivoli Service Request Manager combines the Service Desk and Service
Catalog capabilities on top of a common process automation platform to provide
a seamless, unified solution for all aspects of service requests, enabling a
one-touch IT experience.
Tivoli Service Request Manager enables a unified solution with complementary
products such as IBM Tivoli Asset Management for IT, IBM Maximo Asset
Management, and IBM Tivoli Change and Configuration Management Database
(CCMDB), facilitating a seamless approach to problem and Incident
Management, change and Configuration Management, IT Asset Management,
and Enterprise Asset Management.

Highlights of IBM Tivoli Service Request Manager can help:
Streamline™ ITIL-based incident and problem management processes for
more rapid service restoration.
Increase the availability of critical IT services.
Standardize and drive consistency and repeatability in IT service delivery with
IT Service Catalog offerings.
Optimize productivity of Service Desk personnel and increase user
satisfaction.
Align IT operations with your line of business through Service-Level
Management.
Assign and track SLA compliance to your service requests.
Associate cost to your IT service offerings and manage consumption.
Add asset, change, and Configuration Management functionalities to the
Service Desk as a seamlessly integrated solution on a common platform.

Service desk
The Service Desk component of Tivoli Service Request Manager encompasses
a broad variety of features that enable a single point of contact to automate
incident and problem management. Built-in features streamline Service Desk
functions and configure workflows and escalation across your organization, while
a searchable knowledge base delivers fast answers to help desk agents.
Additional features include:
Dashboards that provide real-time performance views
Out-of-the-box contents such as workflows, templates, KPIs, queries, and
reports


Remote diagnostics capability
Instant messenger support
Survey management capability
Migration of configuration settings from test environment to production
Integration with computer telephony and interactive voice response product

For more information about IBM Tivoli Service Request Manager Service Desk
you may refer to Implementing IBM Tivoli Service Request Manager V7.1
Service Desk, SG24-75799.

Service Catalog
The Service Catalog component of IBM Tivoli Service Request Manager allows
users to select services directly from a catalog, helping to lower the cost of
providing services. Options can range from simple user services such as
password reset to more complex services such as provisioning a server or
upgrading an application environment. This versatile catalog also reflects the
terms of any associated SLAs, rating and billing terms, and contractual
agreements.


Figure 2-8 depicts the logical components related to TSRM.

Common Common Service Request
User Configuration Management
Interface Services Incident, Problem
and Catalog

Work Based Workflow
Modules
Configuration Data
by roles Extensions
Role base Data
Attributes Attributes Artifacts
Configurations
Related to CIs

Out of the
Box Reports
Data
Adapters


IT Infrastructure

Figure 2-8 TSRM components

The following processes and applications are enabled by TSRM.

Processes:
Service request management
Incident Management
Problem Management
Service-Level Management

Service Catalog
– Service order management
• View catalog requests
• Catalog purchase requisitions
• Catalog orders


– Service Inventory
• Catalogs
• Service fulfillment
• Fulfillment options
• Offerings
Service desk
– Priority matrix
– Solutions
– Incidents
– Problems
– Service requests
– Ticket templates
– Activities and tasks
– Process requests
– Object-based search
– Global search
Service requests
– Create service requests
– View service requests
– Search solutions
Service-Level Management
– Service level agreements
– Service groups

For more information about IBM Tivoli Service Request Manager Service
Catalog, you may refer to Implementing IBM Tivoli Service Request Manager
V7.1 Service Catalog, SG24-76133.

For further information about IBM Tivoli Service Request Manager, go to the
product Web page:

=/com.ibm.srm.doc_7.1/srm_welcome.htm

2.2.3 IBM Tivoli Release Process Manager (TRPM) V7.1.1 overview
IBM Tivoli Release Process Manager puts users in control of their software and
related hardware releases to protect the enterprise IT environment and
committed service levels. It takes a holistic view of a change to an IT service to
facilitate successful deployment in production. It manages, audits, and
coordinates simple and complex release tasks to be completed in the correct
order by the correct people. This portal-based solution helps users implement a


Release Management process faster with a set of best-practice ITIL flows, and
coordinates and manages releases throughout the life cycle through an
easy-to-use interface. It allows users to assess impact on their IT infrastructure
and business-critical functions before they release, and manages software
releases as a consistent and repeatable ITIL-based process to reduced time to
implement and increased efficiency and productivity of the users' staff.

Highlights:
The ability to perform impact analysis on assets
The Task Scheduler application that contains analytics to examine a variety of
criteria in order to suggest possible scheduling options
CCMDB on System z platform support
This means that the release Process Manager will work on System z
platform-related configuration items (CIs) within the CCMDB.
Support for Linux on System z
This means that the release Process Manager will work with System z CIs
within the CCMDB.

The Definitive Software Library Application allows you to add and remove
software images or import from Tivoli Provisioning Manager for Software and
Tivoli Configuration Manager. The deployment application enables you to
distribute packages from the Definitive Software Library to a set of CIs within the
infrastructure. The CIs may be managed by Tivoli Provisioning Manager or Tivoli
Configuration Manager. In addition, the deployment application provides visibility
to all releases in plan through the change implementation schedule, enabling you
to identify other changes or releases that may cause conflicts.

Benefits
IBM Tivoli Release Process Manager V7.1.1 can help with the following IT
functions:
Automate the planning, approval, and implementation of releases to help
users increase efficiency and effectiveness of running the business of IT.
Focus on protecting the live environment and its services through the use of
formal procedures and checks.
Manage, audit, and coordinate simple and complex release tasks to be
completed in the correct order by the correct people.
Send automatic notifications when tasks are coming due or are overdue.
Has easily customizable process flows to meet users' unique process
requirements.


Integrate Systems Management tools into the Process Manager, allowing
users to increase processes at their own pace.
Includes metrics with out-of-the-box reports focused on key performance
indicators.

Figure 2-9 depicts the logical components related to TRPM. Note that CCMDB is
a prerequisite of TRPM.

The following processes and applications are enabled by TRPM:
Processes: Release
– Releases
– Definitive software library
– Deployments
– Change implementation schedule
– Activities and tasks
– Process requests

Common Common
User Configuration Release
Interface Services Management

Work Based Workflow
Modules
Configuration Data
by roles Extensions
Role base Data
Related to CIs

Out of the
Box Reports
Data
Adapters


IT Infrastructure

Figure 2-9 TRPM components


What is new in TRPM V7.1.1
In addition to all of the functionality provided in IBM Tivoli Release Process
Manager 7.1, Release Process Manager 7.1.1 provides three new built-in job
plans that you can use to install a database, install middleware, or build a new
server. In addition, this product version enables you to use the Deployments
application to deploy a number of Tivoli Provisioning Manager-supported logical
device operations (LDOs), in addition to the software deployments supported by
the previous version.

New job plans
The three new Release Process Manager job plans are aligned with similarly
named and structured job plans provided in IBM Tivoli Service Request Manager
7.1 and in IBM Tivoli Change and Configuration Management Database
(CCMDB) 7.1.1. The job plans are shipped as content in each of the three
products, and are included by default when the products are installed. In Service
Request Manager, the job plans are used within the service catalog component.
In CCMDB, the plans are used within the Change Management component.

The alignment of these job plans across the three Process Managers (Service
Catalog, Change, and Release) extends your flexibility in carrying out database
installations, middleware installations, and server builds in your data center.
Some of the available options are:
Use a job plan to fulfill the operation strictly within the originating Process
Manager. For example, Service Catalog might receive a request for a
database installation. You can use the Service Catalog work plan provided for
this purpose and execute the activities and tasks exactly as outlined in the
Service Catalog job plan (which is part of the work plan). Similarly, you can
carry out a request that originates in change or release entirely within the
originating Process Manager, with no interaction among Process Managers.
Starting with the Service Catalog work plan, you can submit a change
process request. This moves the operation into change, where the request is
fulfilled using the corresponding change job plan. In effect, you are turning the
database installation over for execution within change. In the Service Catalog,
you simply wait for the change process request to complete.
Determine whether a deployment is needed to fulfill a request. For example, a
database installation might be sufficiently complex that a formally scheduled
deployment is required. In that case, the change manager could submit a
request for a release. The database installation release job plan is then used
to fulfill the request.

Each job plan contains nested, activity-level job plans. To view details about the
job plans for Release, Change, and Service Catalog, click Go To → Planning →
Job Plans and filter on PMREL (for release), PMCHG (for change), or PMSC (for


Service Catalog). A list of the job plans for that Process Manager is displayed,
and you can click a job plan to view full information for that job plan.

You can also view more information about the release job plans by clicking
Reference → Content → Job Plans in the navigation section of the Release
Process Manager information center.

Table 2-1 lists the new release job plans and their corresponding change and
Service Catalog job plans.

Table 2-1 New Release job plans
Release job plan Change job plan Service Catalog job plan

Middleware installation PMCHGMW PMSC_0010C
and configuration:

PMRELMW

Database installation and PMCHGDB PMSC_0007C
configuration:

PMRELDB

Server build: PMCHGSB PMSC_0006C

PMRELSB

New classifications associated with the new job plans
Each of the new job plans that is provided for this product version has an
associated release classification. If the Service Request Manager 7.1 Service
Catalog component is installed, the classification that is provided by the Service
Catalog is used for the change and release job plans that are applied to that
request. If the Service Catalog is not installed, the change and release job plans
use their own classifications for the associated job plans.

For example, if you open a process request in Service Catalog to perform a
database installation, select the Service Catalog classification that is associated
with the database installation job plan. Change and Release use this same
classification, along with the corresponding job plan. If the process request is
opened in Change, the Change classification is used. If the request is opened in
Release, the Release classification is used.

Each classification has associated attributes. To view details about the
classifications for Release, click Go To → Administration → Classifications
and filter on RM. A list of the classifications is displayed and you can click a
classification to view full information for that classification.


You can also view more information about Release classifications by clicking
Reference → Content → Release attributes → Release classifications in the
navigation section of the Release Process Manager information center.

Table 2-2 lists the three new release classifications that correspond to the new
job plans.

Table 2-2 Release classifications
Release job plan Corresponding Attributes
classification

Middleware installation RMMWINSTALL Channel name, database
and configuration: name, installation name,
queue name, table name
PMRELMW

Database installation and RMDBINSTALL Name, installation name,
configuration: table name

PMRELDB

Server build: RMSVRBLD Channel name, database
name, installation name,
PMRELSB queue name, table name

Tivoli Provisioning Manager LDO deployments
One of the strengths of Tivoli Release Process Manager is its integration with
Tivoli Provisioning Manager. Release Process Manager 7.1 provided the ability
to pull Tivoli Provisioning Manager software modules into the Definitive Software
Library (DSL) and deploy the software using the Deployments application.

In Version 7.1.1, you can use the Deployments application not only to deploy
software modules but to perform a wide variety of logical device operations
(LDOs) that are supported by Tivoli Provisioning Manager. For example, you can
deploy network devices, perform bare metal installations, and extend file
systems.

In order to enable this new functionality, Release Process Manager 7.1.1
provides a new deployment type, TPMOPERATION. Complete instructions for
creating and implementing a Tivoli Provisioning Manager LDO deployment are
provided in the "Working with deployments" section of the information center.

For further information about the Tivoli Release Process Manager, go to the
product Web page:

=/com.ibm.rpm.doc_7.1.1/rpm_welcome.htm


2.2.4 IBM Tivoli Asset Management for IT (TAMIT) V7.1 overview
IBM Tivoli Asset Management for IT helps users manage your IT asset life cycle
efficiently and effectively. It can enable them to optimize sourcing and utilization,
reduce asset costs, and improve service levels. Part of the same SOA as Tivoli
Service Request Manager, Maximo Asset Management, IBM Tivoli Change
Management, and IBM Tivoli Release Process Manager, it can help users
achieve additional operational

Business benefits
IBM Tivoli Asset Management for IT is designed to help users achieve the
following:
Lower total cost of ownership by standardizing on the Tivoli process
automation engine for asset and Service Management
Greater efficiencies through system consolidation
Visibility and control over your IT assets by knowing exactly what you have,
where it is, who is using it, and what it costs
Support for regulatory compliance initiatives (Sarbanes-Oxley, Basel II)
Ease of use and business agility with role-based user interface, configurable
KPIs, real-time dashboards, and built-in flexible tools for database
configuration and workflow and application design
Time and cost savings with user configurations changed as needed
Less license compliance risk and fewer fines associated with unlicensed
software
Part of a unified solution to manage all critical assets that drive the business


Figure 2-10 depicts the logical components related to TAMIT.

Common Common
User Configuration IT Asset
Interface Services Management

Work Based Workflow
Modules
Configuration Data
by roles Extensions
Role base Data
Attributes Attributes Artifacts
Configurations
Related to CIs

Out of the
Box Reports
Data
Adapters

>Storage Mgmt >Application Mgmt >Monitoring >Server/Device Mgmt

IT Infrastructure

Figure 2-10 TAMIT components

The following processes and applications are enabled by TAMIT:
Processes: Life cycle
Applications enabled: The following applications are enabled with IBM Tivoli
Asset Management for IT:
– Desktop requisitions
– Purchase orders and requisitions
– Assets
– Reconciliation
– Inventory
– Deployed assets
– Software license view
– Contracts

For more details about the TAMIT V7.1 refer to the IBM Redbooks publication
IBM Tivoli Asset Management for IT Portfolio Overview, SG24-73766.


You can also refer to the following Web site:

http://www-01.ibm.com/software/tivoli/products/asset-management-it/

2.2.5 IBM Tivoli Business Continuity Process Manager (TBCPM) V7.1
overview
For effective IT Service Continuity using Tivoli software, a Process Manager is
now available that leverages the infrastructure provided by CCMDB.

IBM Tivoli Business Continuity Process Manager provides a range of features to
support the implementation of IT Service Continuity processes.

Note: Note that IT Service Continuity Management supports the overall
Business Continuity Planning process and is not dealt with in isolation.
Business Continuity Management is concerned with managing risks to make
sure that an organization can continue operating at all times, at least, at a
predetermined minimum level.

Administrators can use the out-of-the-box configuration to implement a
ready-made business continuity solution or modify the supplied configuration to
match their business requirements.

The key features of Business Continuity Process Manager include:
A set of out-of-the-box components supported by the Tivoli process
automation engine framework. After installing the product and providing
site-specific configuration details, administrators can use the supplied
components to implement a ready-made business continuity solution.
Included in the set of components is a business continuity workflow that
guides business continuity personnel through a sequence of well-defined
disaster recovery processes.
Integration with the Change and Configuration Management Database
(CCMDB).
Integration with the CCMDB common request mechanism. When a service
request with a business continuity classification is accepted, an IT Service
Continuity work order is automatically generated.


Integration with specific IBM Tivoli Operational Management products
(OMPs). These integrations enable business continuity personnel to do the
following:
– Launch OMPs direct from the Business Continuity Process Manager user
interface to access OMP information. Business continuity analysts may do
this during outage analysis activities to gather information about the
impact of an outage. This console-launch feature reduces the time
required for business continuity analysts to complete their analysis and
draw their conclusions.
– Initiate the execution of OMP console commands and scripts (for example,
to enact a recovery option) direct from the Business Continuity Process
Manager user interface.

Figure 2-11 shows the Business Process Manager architecture overview.

Figure 2-11 Business Continuity Process Manager architecture overview


TBCPM 7.1 provides out-of-the-box integration functionality with the OPMs
described in Table 2-3.

Table 2-3 : Functions provided by business continuity integrations
Integration Features

IBM Tivoli GDPS Intercept GDPS GEO112 write-to-operator messages and
convert them to IT Service Continuity work orders.
Supply the necessary GEO113A reply messages to
continue GDPS processing.

IBM Tivoli NetView Trigger the execution of NetView scripts.

IBM NetView Web Launch a GDPS/NetView console.
Application

IBM Tivoli System Launch System Automation Operations Console.
Automation
Application Manager

IBM Tivoli System Launch Tivoli Enterprise Portal.
Automation for z/OS

IBM Tivoli System Issue business continuity communications using the alerting
Automation for methods supported by SA IOM instead of or in addition to
Integrated the CCMDB notification mechanism.
Operations
Management (SA
IOM)

For further information about the Tivoli Business Continuity Process Manager, go
to the product Web page:

http://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/topic/com.ibm.bcpm
.doc/welcome.htm


2.3 Integration of IBM Service Management products
In this section we discuss:
Integration requirements
Integration categories
Integration benefits
Integration technologies
Common integrations for IBM Service Management products

2.3.1 Integration requirements
Within the world of IT you will hardly find any solution that covers all the business
requirements of your company, depending of your company size and business
needs. Because of the specific functionality and complexity of, for example,
financial processes, IT processes, and their alignment, integration has become a
necessity.

The integration of ITIL or COBIT-like best practice processes with OMPs is a
critical enabler for improving the efficiency of process activities and tasks. OMPs,
such as monitoring, Event Management, provisioning, and license management
products, allow Service Management processes to be applied to large-scale
resource domains while minimizing repetitive labor cost and resulting errors.


2.3.2 Integration categories
The ISM platform supports three kinds of integration:
User interface integration
Functional integration
Data integration

The ability to launch the user
interface of other applications
from the ISM application user
User Interface
interface.
Integration
Launch in Context

The ability to programmatically
invoke other OMPs and PMs to
Functional execute specific tasks to
Integration complete the ISM process.
TDI
Integration Framework

The ability to integrate data
Data from the managed IT
Integration infrastructure, and from the
Discovery OMPs into the CMDB.
DLA
Federation

Figure 2-12 Integration categories


User interface (UI) integration
User interface integration is used when you need to invoke an application to
perform something manually or need a role to make some judgement based on
seeing something. Manual tasks are often performed by launching OMPs and
interacting with their UIs. Examples of these include:
While deploying a change that is requested on a server (as part of a Change
Management process), a Change Deployer may want to see detailed
information about this server maintained in the data center model of Tivoli
Provisioning Manager.
To identify the failing component (as part of an Incident Management
process), a Service Desk analyst may need to launch into Tivoli Business
Services Management.

The user interaction with the OMP UI can be optimized (for example, redundant
input and the number of panels navigated can be minimized) by launching the
OMP UI in the context of one or more CIs for which the task is being performed.
Launching into the OMP UI should not only display the appropriate contextual
view, but also pass contextual information about the CIs for which the OMP is
being launched.

Launch-in-context (LIC) is provided as a general mechanism in the ISM
architecture. launch-in-context can be used between Service Management
processes and OMPs, directly between OMPs, between different processes, and
between processes and the CMDB.

For more information about launch-in-context refer to Chapter 11,
“Launch-in-context,” of Deployment Guide Series: IBM Tivoli CCMDB Overview
and Deployment Planning, SG24-7565.

Functional integration
Functional integration (also called process integration) enables process tasks to
programmatically invoke OMPs to execute specific tasks. In conformance with an
SOA approach, the invocations of OMPs are implemented by using an LMO, an
abstract logical interface that is loosely coupled with the specific APIs provided
by an OMP. As mentioned earlier, LMOs provide a service abstraction of the
OMPs and a degree of transparency from versions, instance, and location. The
architecture enables the Integration Module that implements an LMO (that is,
binds the LMO to a specific OMP) to be separately developed, installed, and
configured within the platform. This provides the opportunity to create an
ecosystem of OMP vendors to be integrated with the ISM platform.


The Integration Module architecture includes the following key aspects:
An Integration Module is defined as a Web service, using standard Web
Services Description Language (WSDL) interface definitions.
An Integration Module implements one or more LMOs by providing the
binding and functional mapping between the syntax and semantics of the
LMOs to the interfaces provided by the target OMP.
To accomplish the binding and functional mapping, the Integration Module
translates the process reference to a CI into corresponding identifiers for one
or more resources as understood by the OMP. This is accomplished by
interacting with the CMDB, which maintains the mapping between the CMDB
CI identifier and the resource identifier for each OMP that can manage the
resource.
Each Integration Module is registered with the CMDB with appropriate
information about the location of the OMP, the LMOs it supports, and the set
or collection of CIs for which it supports the LMOs.

Use of an SOA to implement OMP integration is a key differentiating aspect of
the ISM architecture. We expect that the increasing maturity and automation of
Service Management will drive the definition of standardized LMOs for the
various Service Management process domains.

We cover several scenarios in this book describing the functional integration.

Data integration
Data integration is used to load the data into the CMDB. The CMDB supports the
following mechanisms to populate and maintain the data in these repositories:
Data discovery: Information about CIs can be discovered directly from the IT
infrastructure through sensors.
Data adapter: Import mechanisms bring in data from other sources (for
example, management tools, spreadsheets) that may already have
discovered information about the CIs.
Data federation: Enables logical access to CI data from another repository.
Data reconciliation: Ensures that discovery of data originating in multiple
sources of data (such as distinct monitoring and provisioning management
tools) about the same CI results in a single system of record in the CMDB.
User input and application programming interfaces: These interfaces create,
read, update, and delete data in the CMDB.

For more information about data integration, you can refer to the IBM Redbooks
publication Integration Guide for IBM Tivoli Service Request Manager V7.1,
SG24-7580. That book presents several scenarios for TSRM data integration.


2.3.3 Integration benefits
In general, the advantages of integration with third-party solutions or any other
external solution can be:
Availability of information for assisting the roles of the Service Management
processes to make a decision.
Leveraging on existing investment on hardware, software, skills, and
implementation effort.
Enable incremental implementation of new functionality and new automation
process when justified.
Increasing the automation in the end-to-end process.
Having one primary location where data is stored and maintained, while you
still have the option to exchange and use the data in other solutions.
Reducing costs as exchanging data via automated integration requires less
manual interaction.
Reducing the number of errors as exchanging data via automated integration
requires less manual interaction.
Enforcing data integrity as exchanging data via automated integration takes
care of data synchronization.

When implementing a synchronization solution, the result is an environment
where shared data looks the same for all consuming applications. This is
because changes are propagated throughout the synchronized network of
systems, molded in transit to fit the needs of each consumer. Each data source is
kept up-to-date, maintaining the illusion of a single, common repository. Each
application accesses its data in an optimal manner, utilizing the repository to its
full potential without creating problems for the other applications.

2.3.4 Integration technologies
The key technologies available are:
Launch-in-Context (LIC): A functionality provided by the Tivoli process
automation engine to launch-in-context from the ISM Web interface to either
the Discovered CI space in the discovery/TADDM environment or to an
external Operational Management product (OMP). Launching into the
TADDM environment requires a GUID as a reference identifier. You can
launch into either the Domain Manager or Java™ Client in either a Domain or
an Enterprise Discovery Server. As part of the base services, the CCMDB
V7.1 provides a launch-in-context application to define the launch points to
different target systems and launch reference points.


Discovery Library Adapter (DLA): A program that copies data from an
Operational Management product, converts it to IdML, and stores it in books
in the discovery library.
IBM Tivoli Integration Composer (ITIC): This is used for the mapping of
TADDM data (Discovered CIs) into CCMDB data (Actual CIs).
Federation Service is used to create a link in the CI data that is kept inside the
CCMDB to external data sources without physically copying the external data
into the CCMDB. IBM provides federation capabilities within the DB2®
subsystem in case you are federating to another DB2 or Informix® database.
In case your external data source is different from DB2 or Informix, you must
install the WebSphere Federation Server component on top of the DB2
system that is keeping your CCMDB data.

Note: Federation capability is dependent on the database used for
CCMDB installation. If, for example, the CCMDB uses Oracle® as the
database, a federation capability is available from CCMDB to external
Oracle databases.

Maximo Enterprise Adapter (MEA) integration framework allows you to
expose any object (MBO) (which encapsulates database structures) in order
to exchange data with external systems. The MEA integration framework not
only allows you to import or export data into the CCMDB database (for
example, to load authorized CIs from a flat file, XML file, or interface table),
but it also allows you to link your CCMDB system and processes into an
overall business flow. For example, you can link your Change Management
process to an external procurement system in case the change requires the
purchase of some IT equipment.
Integration Module (IM) is a specialized implementation of the MEA
integration framework. An Integration Module is specialized code that
interfaces with an external system in order to call an operation within an
external system and receive a synchronous or asynchronous response. The
Tivoli Provisioning Manager (TPM) or the Tivoli Configuration Manager (TCM)
products are examples of an OMP. You can call an OMP, such as TPM, to
perform a Logical Management Operation (LMO), such as deploy software.
TRPM is shipped with Integration Module to integrate with TPM or TCM to
enable you to associate the software package CIs in the Definitive Software
Library (DSL) with the software image stored in TPM or TCM.
IBM Tivoli Directory Integrator (TDI) is a truly generic data integration tool
that is suitable for a wide range of problems that usually require custom
coding and significantly more resources to address with traditional integration
tools. It is designed to move, transform, harmonize, propagate, and
synchronize data across otherwise incompatible systems. Tivoli Directory


Integrator can be used in conjunction with the deployment of integration with
the IBM Tivoli Service Request Manager product to provide a feed from
multiple Service Desk Systems like HP Service Desk, Remedy Service Desk,
as well as to function as a custom adapter to integrate with network
monitoring tools like Tivoli Enterprise Console and Netcool Omnibus.
Business Process Execution Language (BPEL) provides a language for the
formal specification of business processes and business interaction protocols.
If you have an environment hosting BPEL flows, for example, based on
WebSphere Process Server technology, the CCMDB V7.1 predefined process
flows (Change and Configuration Management) provide Web service
interfaces in order to call specific activities from an external process engine
hosting BPEL workflow. The detailed task flow is still maintained in the
CCMDB process environment.

Refer to Chapter 7 of the IBM Redbooks publication Deployment Guide Series:
IBM Tivoli CCMDB Overview and Deployment Planning, SG24-7565, for the
integration technologies available to CCMDB. Implementation guidelines for the
integration technologies can be found in the IBM Redbooks publication IBM Tivoli
CCMDB Implementation Recommendations, SG24-7567. Integration for TSRM
is also covered in details in Integration Guide for IBM Tivoli Service Request
Manager V7.1, SG24-7580.

2.3.5 Common integrations for Tivoli Service Management products
In this section we list some of the common integrations for CCMDB, TAMIT, and
TSRM using the integration technologies mentioned in 2.3.4, “Integration
technologies” on page 54. Some of these can be found on the IBM Tivoli Open
Process Automation Library (OPAL) Web site at:
http://catalog.lotus.com/wps/portal/topal

Common integrations for CCMDB:
TADDM integration via new and existing DLAs
Change integration with Release to TCM and TPM
Loading authorized CIs directly into Tivoli process automation engine, using
TDI
Importing Actual CIs from TADDM (This is all part of CCMDB, but some see
this as an integration.)
MS® Project adapter to allow management of Change work orders from
Project (coming soon)


Common integration for TAMIT:
ITIC adapters that load deployed assets
– Tivoli Application Dependency Discovery Manager 7.1
– Tivoli License Compliance Manager for Distributed 2.3
– Tivoli License Compliance Manager for z/OS 4.2
– System Center Configuration Manager 2003 (SMS)
– Alteris Inventory Solution 6.5
– HP Openview Inventory Manager 3.1
– Centennial Discovery 2006/2007
– Tivoli Provisioning Manager (TPM)
– Tivoli Configuration Manager (TCM) 4.2, 4.2.3
– Netcool Precision 3.7
Use Integration Framework (MEA) to import (authorized) assets from:
– SAP
– Peoplesoft
– HP Asset Manager

Common integration for TSRM:
OMP integration
– Tivoli Monitoring
– Netcool
– Tivoli Identity Manager
Event generators
– Tivoli Enterprise Console (TEC)
– NetView on Z (OPAL)
– Omnibus (OPAL)
Other Service Desks
– HP Service Center
– Remedy
– Infoman (OPAL)
Telephony (CTI)
Genesys


2.3.6 Operational Management products
Operational Management products automate tasks to address application or
business service operational management challenges. These products help
optimize the performance and availability of your business-critical applications,
along with the supporting IT infrastructure. They also help ensure the
confidentiality and data integrity of your information assets while protecting and
maximizing the utility and availability of your business data.

The Tivoli products related to Service Management can be categorized into four
areas:
Performance and Availability Management: By proactively managing both the
performance and the availability of key IT assets, customers can use them to
help identify and then resolve potential problems before they can affect the
health of their business computing systems.
Storage management: An integral part of your IT computing landscape, which
when managed properly can help ensure the availability of key
business-critical data and help control costs.
Security management: An essential component that will aid in protecting
users, networks, data sources, IBM Business Partners, and applications from
threats wherever the source or whatever the intent.
Infrastructure and business management: Key critical components that
provide the foundation for process and Service Management to allow
applications, networks, databases, and computing infrastructure components
to work together in an integrated manner.


By using the integration technologies as mentioned in 2.3.4, “Integration
technologies” on page 54, you can create your own integration scenarios to
automate the ISM processes. A simple example can be found in Figure 2-13.
More integration scenarios can be found in Chapter 6, “Scenario 2: Fixpack
deployment” on page 153, and Chapter 7, “Scenario 3: Process level integration
with an external Service Desk system” on page 183.

LIC Support:
ISM Process Manager ITM – Monitor Metrics Launch-In-Context support to OMPs.
This feature requires the OMP DLA to
load CI data into CCMDB.

Software Distribution Integration:
Special tasks defined for Software
Distribution
User specifies CIs, OMP and Software
CMDB
Precision Network Image and clicks to start Software
Distribution using IM

TADDM - Discovery User can check the status of software
distribution by launching-in-context to
OMP or using the IM
PMPs can be integrated with SMS, etc.
thru the use of TPM as the manager of
managers

TPM/TCM Patch Dist DSL Integration:
DSL Management Application
User can create a reference to a DSL by
creating a DSL CI
User can query the list of Software
Images available in DSL and create
Software Image CIs in CCMDB

Figure 2-13 CCMDB integration scenario

For the purpose of this book we provide a brief description of the OMPs used in
our scenarios:
IBM Tivoli Monitoring (ITM) provides monitoring for essential distributed
system resources to detect bottlenecks and potential problems, and to
automatically recover from critical situations. ITM provides you with the IBM
Tivoli Enterprise Portal (TEP) user interface to give you a single point of
control for managing the resources that your applications rely on, including a
range of operating systems, servers, databases, platforms, and Web
components. TSRM can use the LIC technology to launch the TEP, for
example, to enable the incident owner to perform resolution.
Tivoli Enterprise Console (TEC) is an Event Management software system
that collects, consolidates, and correlates events from a variety of event
sources across the managed network, initiating automated corrective action
when appropriate, in order to reduce the number of events that require human
intervention to a manageable size. Events are consolidated or correlated by
filtering redundant or low-priority events, discarding duplicate events,


discarding secondary events (events caused by other events) where
appropriate, and automatically closing a problem event when the related
recovery event occurs. It has preconfigured rules that provide best-practice
Event Management. It enables comprehensive management that even
accepts events from non-Tivoli products/systems. TSRM can be integrated
with TEC using the Integration Framework (also called MEA or Maximo
Enterprise Adapter) and TDI technologies, for example, to enable automatic
creation and closure of incident tickets.
Tivoli Netcool/Omnibus (Omnibus) provides similar functionalities as TEC in
terms of Event Management. It delivers real-time, centralized monitoring of
complex networks and IT domains. It provides bi-directional integration of
Omnibus with TSRM and keeps the incidents synchronized with the related
events within Omnibus. Similar to the TEC, Omnibus integration uses TDI.
The Omnibus Probe and Gateway are also required to manage the Event
Management workflow.
Tivoli Business Service Manager (TBSM) provides real-time dashboards to
enable IT operations and lines of business to have visibility into the
availability, performance, and integrity of critical business services, and
associated key performance indicators and service level agreements. With
this real-time knowledge operations staff can prioritize response to problems
according to the greatest impact on the business. TBSM collects events and
dependency information from a wide variety of sources such as Omnibus,
TEC, and TADDM. TBSM provides a Discovery Library Reader to import
discovered data into its own data stores to support the creation of service
models.
Tivoli Provisioning Manager (TPM) automates manual tasks of provisioning
and configuring servers and virtual servers, operating systems, middleware,
applications, and storage and network devices acting as routers, switches,
firewalls, and load balancers.
Tivoli Configuration Manager (TCM) has the software distribution capability
that enables you to rapidly and efficiently deploy complex mission-critical
applications to multiple locations from a central point. TPM/TCM can be
integrated with TRPM using the Integration Module technology, for example,
for software distribution.
Tivoli Identity Manager (TIM) provides a secure, automated, and
policy-based user management solution to address key business issues.
Tivoli Identity Manger helps enterprises set up new accounts and passwords
quickly for employees and customers, including the ability for users to reset
and synchronize their own passwords. It also allows enterprises to improve
visibility into security management operations and quickly produce reports for
auditors with predefined reports and audit events. TSRM can be integrated
with TIM using the Integration Framework technology, for example, to
automate the password reset.


3

Chapter 3. Planning your IBM Service
Management infrastructure
This chapter contains best practice information for planning for scalability and
high availability of an IBM Service Management Solution based on the following
products:
IBM Tivoli Service Request Manager (TSRM)
IBM Tivoli Change and Configuration Management Database (CCMDB)
IBM Tivoli Asset Management for IT (TAMIT)
IBM Tivoli Release Process Manager (TRPM)
IBM Tivoli Application Dependency Discovery Manager (TADDM)
IBM Tivoli Provisioning Manager (TPM)

This chapter does not cover installation details of these environments. These can
be found in the Tivoli products manuals and in IBM Redbooks publications IBM
Tivoli CCMDB Overview and Deployment Planning, SG24-7565, and IBM Tivoli
CCMDB Implementation Recommendations, SG24-7567.


3.1 Understanding the IBM Service Management
environment
In our sample IBM Service Management (ISM) environment we have included
the following products:
IBM Tivoli Service Request Manager V7.1
IBM Tivoli Asset Management for IT V7.1
IBM Tivoli Change and Configuration Management Database V7.1.1
IBM Tivoli Release Process Manager V7.1.1
IBM Tivoli Application Dependency Discovery Manager V7.1
IBM Tivoli Provisioning Manager V5.1.1

Important: Note that we have included IBM Tivoli Provisioning Manager
because it is a prerequisite of IBM Tivoli Release Process Manager. Currently,
TPM does not utilize the services of Tivoli process automation engine, but
TPM V7.1 will be running on top of Tivoli process automation engine and will
be using all services of this platform as the other Tivoli process automation
engine products. This means tight integration on process, data, and GUI level.

We discuss best practices for sizing of this environment. We also discuss
implementation topology, high availability, and scalability considerations.

Figure 3-1 on page 63 shows our sample ISM environment. Note that in addition
to the products discussed above, this environment has other products such as
Tivoli License Compliance Manager and HP Service Center. We have included
these to show you the integration capabilities of the ISM solution. This is one of
the most complex topologies that you might see in a client site. It this important to
understand that not all clients will be using all these products. For example, a
client can start with a basic Information Technology Infrastructure Library
(ITIL)-based configuration solution using CCMDB and then later add additional
products like Release Process Manager and Tivoli Provisioning Manager to
implement an ITIL-based Release Management process.


Enterprise
Environment (CIs)

TADDM Domain
Manager 1
Platform: AIX 5.3
Discovery of CIs
using Sensors LDAP Server and LDAP
Database Server VMM Sync

LDAP: ITDS 6.1
Admin Console
Platform: RedHat 4 AS
Install Platform: Microsoft Adv.
Server 2003
Launch In Context
TADDM Domain
Manager 2
Authenticate
Asset import
using VMM
using MEA HP Asset Center
Platform: AIX 5.3
TADDM Server (eCMDB)
CCMDB/TAMIT/SRM/RPM
Platform: AIX 5.3
CCMDB/TAMIT/SRM/RPM J2EE Server
Database Server Platform: Microsoft Adv.
Database: DB2 9.1 Server 2003 Ticket TDI Server
Discovered CI Platform: RedHat 4 AS import Platform: RedHat 4 AS
import using using TDI
DLA
Export
Discovered CIs Import Actual CIs
and Deployed
Assets
Export Deployed
Assets
Export Deployed
TADDM Database Server TPM
Assets Tivoli License
Platform: AIX 5.3 Platform: RedHat
Compliance Manager
Platform: Microsoft Adv.
ITIC Server HP Service Center
Server 2003
Platform: RedHat 4 AS Platform: Microsoft Adv.
Server 2003

Figure 3-1 ISM environment

To better explain this complex topology and show you the interaction between
these components we break down the overall topology into sub components,
such as:
TADDM topology
Tivoli process automation engine topology
Tivoli process automation engine and TADDM combined topology

3.2 Topology considerations
In this section we discuss topology considerations.

Chapter 3. Planning your IBM Service Management infrastructure 63

3.2.1 TADDM topology
Figure 3-2 shows the TADDM topology. Note that the system that is labeled
WebSphere with VMM and ESS Server system is the same system that was
labeled CCMDB/TAMIT/SRM/RPM J2EE Server in Figure 3-1 on page 63. The
J2EE services are provided by WebSphere.

Enterprise
Environment (CIs)

TADDM Domain
Manager 1
Platform: AIX 5.3

Discovery of CIs
Database Server

LDAP: ITDS 6.1

TADDM Domain
Manager 2
Authenticate
using VMM

WebSphere with VMM and ESS
Platform: AIX 5.3
Platform: Microsoft Adv. Server
2003

TADDM Database Server
Platform: AIX 5.3

Figure 3-2 TADDM system topology

In the ISM solution, all interactions between the applications and the LDAP
Directory Server flow through the Virtual Member Manager (VMM), a component
of WebSphere. VMM’s common interface masks the differences of the LDAP
provider implementation. The LDAP maintains user and group entries as well as
the user-to-group relationships. The relationship defines which user is a member
of which group. In addition, passwords for users are maintained in the LDAP
implementation.


Note: Although some of the Process Manager products (PMPs) such as
TSRM can also be run without LDAP. LDAP is a prerequisite for CCMDB, so
we use LDAP in this sample integrated ISM environment. If, for example, you
want to use only TSRM and not CCMDB, you have the option of not using
LDAP.

Extended Security Services (ESS), on the other hand, is used for
launch-in-context, for example, when a user tries to launch-in-context from a
Process Manager product into the Discovered CI space of the TADDM
environment. After TADDM receives the token through the URL of a
launch-in-context operation, it validates the token by calling the Extended
Security Services. This provides single sign-on within the ISM solution.

TADDM in ISM solution is a prerequisite of CCMDB and is used to discover the
CIs and their relationships. This is called Discovered CI space. The promotion
from Discovered to Actual CI is managed through the Integration Composer,
which we discuss in 3.2.2, “Tivoli process automation engine topology” on
page 66.

Figure 3-2 on page 64 shows two TADDM Domain Managers. These are optional
components in a TADDM environment, but when used increase the scalability of
the discovery process. This is discussed in more detail in “Using TADDM Domain
Managers to increase scalability” on page 77.


3.2.2 Tivoli process automation engine topology
Figure 3-3 shows the Tivoli process automation engine topology. Let us see the
individual components that make up this topology.

LDAP Server and LDAP

LDAP: ITDS 6.1
Admin Console
Server 2003

CCMDB/TAMIT/SRM/RPM
Database: DB2 9.1 Server 2003

Import Actual CIs
and Deployed
Assets

ITIC Server

Figure 3-3 Tivoli process automation engine topology

As discussed above, LDAP maintains the user and group entries as well as the
user-to-group relationships and user passwords. ISM solution can either use IBM
Directory Server, which is the default, or Microsoft® Active Directory® as a
directory server implementation. IBM provides the IBM Directory Server within
the PMP product packages, like CCMDB or TSRM. Note that if an LDAP server
that is supported by ISM products is available in the client environment, then it
would make sense to use this server, rather than deploying a separate one.

Note that VMMSync is a cron job that synchronizes the Tivoli Directory Services
users and groups with the Tivoli process automation engine users and groups. If
the LDAP was Microsoft Active Directory, then LDAPSync would be the cron job.


Important: It is possible to use more than one LDAP server (such as one
Microsoft Active Directory and one IBM Directory Server) in this environment,
but this does not increase high availability, since with the current VMM
implementation if one of the LDAP servers goes down, the authentication
mechanism will stop working until the that LDAP server comes back up.

The admin console that is used for installing the components must be a machine
running Windows.

The next component is the database server for the ISM solution. Note that DB2
and Oracle are supported for CCMDB, TAMIT, TSRM, and TADDM. TSRM and
TAMIT support Microsoft SQL Server® as well. Refer to release notes for
individual products for the latest information about supported version and release
levels. Similar to our directory server discussion, if a database that is supported
by ISM products is available in the client environment (for example, in a storage
area network), then it would make sense to use this database, rather than
deploying a separate database.

Another key component is the J2EE application server environment, which hosts
PMPs and provides run-time services. Currently, CCMDB supports only IBM
WebSphere Network Deployment V6.1 FP 13. TSRM and TAMIT also support
BEA WebLogic V9.2.2.

The Integration Composer (ITIC) is a data migration component. Its primary
purpose in the solution environment is to transfer discovered data into the Actual
CI space of the CCMDB database. The Integration Composer (ITIC) is a Java
application that can either run on a system of its own, on the same box as the
CCMDB J2EE Application Server, or on the TADDM server or another box.

Note: In the current version of the CCMDB, the Integration Composer
supports data migration from only one TADDM environment.


3.2.3 Tivoli process automation engine and TADDM combined
topology
Figure 3-4 shows the combined Tivoli process automation engine and TADDM
topology. Note that Tivoli Asset Manager for IT ITIC adapter pulls data directly
from the TADDM database, which means that TADDM does not need to be
running for this operation to proceed.

Enterprise
Environment (CIs)

TADDM Domain
Manager 1
Platform: AIX 5.3
Discovery of CIs
using Sensors LDAP Server and LDAP VMM Sync
Database Server
Admin Console
Platform: Microsoft
LDAP: ITDS 6.1
Adv. Server 2003
Install
TADDM Domain
Manager 2 Launch In Context

Authenticate
using VMM

CCMDB/TAMIT/SRM/RPM
Platform: AIX 5.3
Database: DB2 9.1 Server 2003

Export
and Deployed
Assets
Export Deployed
Assets

TADDM Database Server
Platform: AIX 5.3 ITIC Server

Figure 3-4 Tivoli process automation engine and TADDM topology

The CCMDB ITIC Adapter, on the other hand, uses the TADDM Java APIs to
access the data from the TADDM database, so TADDM should be running during
this operation.

Extended Security Services must be configured on both the WebSphere server
and TADDM server for launch-in-context to work.


3.2.4 ISM overall solution topology
Figure 3-5 shows the ISM overall solution topology. We can see that TPM data
can be loaded into TADDM using a Discovery Library Adapter (DLA). This
integration also works with Tivoli Configuration Manager (instead of TPM) as
well. DLAs for these and other products can be found and downloaded from the
Open Platform Automation Library (OPAL) at:
http:///www.ibm.com/software/tivoli/opal

Enterprise
Environment (CIs)

TADDM Domain
Manager 1
Platform: AIX 5.3
Discovery of CIs

LDAP: ITDS 6.1
Admin Console
Server 2003
Launch In Context
TADDM Domain
Manager 2
Authenticate
Asset import
using VMM
using MEA HP Asset Center
Platform: AIX 5.3
CCMDB/TAMIT/SRM/RPM
Platform: AIX 5.3
Database: DB2 9.1 Server 2003 Ticket TDI Server
Discovered CI Platform: RedHat 4 AS import Platform: RedHat 4 AS
import using using TDI
DLA
Export
and Deployed
Assets
Export Deployed
Assets
Export Deployed
TADDM Database Server TPM
Assets Tivoli License
Platform: AIX 5.3 Platform: RedHat
Compliance Manager
Platform: Microsoft Adv.
ITIC Server HP Service Center
Server 2003
Platform: RedHat 4 AS Platform: Microsoft Adv.
Server 2003

Figure 3-5 ISM overall solution topology

Tivoli Directory Integrator (TDI) is used to integrate a third-party product such as
HP Service Center with the ISM solution. In this case, ticket information is
imported to TSRM.

Figure 3-5 also shows a typical usage of Maximo Enterprise Adapter (MEA). In
this case, MEA is used to import assets from HP Asset Center to TAMIT.

Finally, Tivoli License Compliance Manager is used to export Deployed Assets to
ITIC, from where they imported to TAMIT.


It is important to understand that ISM solution lends itself to many integration
scenarios, and the ones shown in Figure 3-5 on page 69 are only a subset of
them.

3.3 Scalability and availability considerations
This section discusses the scalability and availability considerations for the
overall ISM solution.

3.3.1 ISM products scalability considerations
In this book we do not provide absolute numbers of required system
configuration and resources, since these can differ a lot depending on the
platform being used and environmental circumstances. Therefore, we will give
you some guidelines.

The ISM design allows you to scale for discovering and maintaining a high
number of systems as well as satisfy a high number of user requests to work with
the data that has been discovered within Service Management process
implementation like Change or Configuration Management.

The Tivoli process automation engine is implemented with multiple Java Virtual
Machines (JVMs) on WebSphere. When the user starts a session against JVMs,
the session will be a sticky session, so the user keeps the session to the same
JVM™ until the session is finished.

We recommend horizontally scaling the number of JVMs, since allocating more
than 1.5 GB RAM to a JVM will not increase the performance in the same ratio.

As a general rule of thumb, adding 50 concurrent users to the system requires
that you add approximately 1 CPU and 1 GB of RAM of physical resources to the
system. You also should consider a logical application server (JVM) instance to
the system for each 50 users. We also recommend reserving one CPU and 1 GB
of RAM for the operating system.

Note that these numbers do not take into account MEA requirements. If the MEA
is involved with moderate to small activity, then one JVM should be added and
the MEA and cron task transactions should be separated from the user JVMs. If
a high level of activity is expected then the MEA should have its own JVM and
cron tasks should have its own JVM as well.

Some consideration must be taken regarding the number of concurrent users.
For example, Release Management users use the system at different time


frames from the other processes that are normally executed during office hours.
This means that the number of concurrent users can be picked up considering
maximum peak number in a 24-hour time frame.

Below is an example of a concurrent users estimation for a hypothetical large
company. Some of the indicated processes are not included in this book’s
scenarios but constitute a good example for number estimate.

The peak number of concurrent users is during time frame 8:00 a.m. and
8:00 p.m., so users of Release Management are not added to the maximum
access number because users are connected during the night in the time frame
8:00 p.m.–8:00 a.m.

Table 3-1 Example for estimations for concurrent users
Number of Concurrency Concurrent Time frame
users factor users

Incident 120 70% 84 7/24
Management

Problem 200 15% 30 7/24
Management

Configuration 16 25% 4 7/24
Management

Change 111 15% 17 Usually 8:00 p.m.–8:00 a.m.,
Management sometimes outside business
hours

Release 23 80% 19 Usually outside business
management hours

Service-Level 20 20% 4 8:00 p.m.–8:00 a.m.
Management

Capacity 10 30% 3 8:00 p.m.–8:00 a.m.
Management

Availability 4 80% 3 8:00 p.m.–8:00 a.m.
Management

Asset 30 25% 8 8:00 p.m.–8:00 a.m.
Management

Total 153 (excluding
concurrent Release
users Management)


Anticipating that these numbers will increase by 10% over the next year and
adding a buffer, we can size this system for 200 concurrent users.

The following two examples should give you a rough understanding of what is
needed to scale the ISM environment—one for 200 and the other for 400
concurrent users:
Intel®-based environment, 200 concurrent users, separation of application
and database server:
– One application server: Four CPUs (Intel Quad), 8 GB RAM
– Four JVM Instances (four logical application server instances)
– Database server: Two CPUs, 4 GB RAM
UNIX®-based environment, 400 concurrent users, two physical application
server nodes, separation of application and database server, designed for
high availability:
– Two application servers: Eight CPUs, 16 GB RAM (each)
– Sixteen JVM instances (16 logical application server instances) spread
over the two physical nodes
– Database server: Eight CPUs, 16 GB RAM

3.3.2 High availability
The goal of a high-availability approach is to prevent single points of failure in the
system. The requirement is to always provide the ability to respond to user
requests or perform back-end operations like discovery in the environment.

Some high availability considerations of the ISM solution are:
Use a cluster of HTTP servers behind a load-balancing system in order to
receive incoming user requests. In case one of the Web servers is down, the
load is spread by the load balancer to the remaining systems.
Use a cluster of logical application server instances to host the J2EE
application. You can spread the load to multiple logical application servers on
one physical system or application server instances distributed over multiple
physical systems. In case one of the application servers is down or in
maintenance, the remaining application servers can take over the load. With
respect to high availability, you should at least have two physical systems in
your application server cluster in case one system is down or in maintenance.
LDAP directory server implementations make use of techniques like
replication and referral. Replication is the technique to copy data from the
master to several subordinate servers. The IBM Directory server even makes
use of a concept referred to as peer-to-peer replication, which allows you to


define multiple masters. You can replicate the data between those instances.
These techniques not only allow you to scale the environment, but also
prevent single point of failures.
For the database system use an external high-availability solution like Tivoli
Systems Automation for Multiplatform, High Availability Cluster
Multi-Processing (HACMP™), VERITAS Cluster, or a solution recommended
by the vendor of the database that you are using in your implementation. As
for many customer environment, CCMDB is implemented in a environment
where a database solution, for example, using SAN technologies, is just
available.

In our example the only component of the overall ISM solution that can be
regarded as a single-point-of-failure is the Integration Composer and
administration server. In a medium size environment, we could think about
Integration Composer and administration server on a Windows Cluster in a
Enterprise Environment.

3.3.3 TADDM scalability considerations
This section discusses general guidelines that can be used to estimate the CPU,
memory, and disk space requirements for TADDM implementation. These are
general guidelines and other factors, such as number of users, will impact server
utilization. These guidelines assume that the TADDM and database server are
separated, which is the recommended configuration for production environments.

Server sizes
For the purposes of sizing, the following categories of TADDM servers will be
used (based on server equivalents, or SEs):
Small: Up to 1,000 SEs
Medium: 1,000–2,500 SEs
Large: 2,500–5,000 SEs
Enterprise > 5,000 SEs

Domain Manager Server
Domain Manager server is an instance of TADDM (including discovery, analytics,
and DB).

CPU requirements (2 GHz (minimum), 3 GHz (or faster) recommended):
Small: Two processors
Medium: Three processors
Large: Four processors


Memory requirements:
Small: 4 GB
Medium: 4 GB
Large: 6 GB

Disk requirements:
5 GB minimum: Includes product install and additional space for log files,
Additional space may be required for DLA books, additional logging
requirements, and so on.

Domain Manager Database Server
The database that a domain server uses to store topology and configuration
data, which is populated using sensors, DLAs, or the TADDM API. Most
customers, particularly large enterprise clients, keep their databases, including
TADDMs, on a separate database server.

CPU requirements (2 GHz (minimum), 3 GHz (or faster) recommended):
Small: One processor
Medium: Two processors
Large: Two processors

Memory requirements (minimum):
Small: 1 GB
Medium: 2 GB
Large: 3 GB

Disk requirements
Database disk space requirements include space for the following components:
System catalog
Tables
Indexes
Logs
Temp space (for sorts, joins, and so on)
Backup space


Disk space and disk drive requirements for a database server are not just simply
a function of disk capacity. Considerations must be given for I/O operations as
well.
Disk drive requirements: 2 (minimum), 3 (or more) recommended.
Disk space requirements: See “Initial disk space calculation” on page 76 to
calculate estimated disk space requirements.
Initial disk space is required for the database logs. You must create the
TADDM schema: 160 MB.

Enterprise Manager Server (eCMDB)
An instance of the eCMDB is used to link together one or more domain servers.
CPU requirements: 2 GHz (minimum), 3 GHz (or faster) recommended,
Enterprise 4 processors.
Memory requirements: Enterprise 8 GB
Disk requirements:
– 5 GB minimum, including product install and additional space for log files.
– Additional space may be required for DLA books, additional logging
requirements, and so on.

Enterprise Manager Database Server
The database that the eCMDB uses to store topology and configuration data,
which is populated using synchronization with one or more domain servers. Most
customers, particularly large enterprise clients, keep their databases, including
TADDMs, on a separate database server.
CPU requirements: 2 GHz (minimum), 3 GHz (or faster) recommended,
Enterprise 4 processors
Memory requirements: (minimum), Enterprise 4 GB
Disk requirements: Database disk space requirements include space for the
following components:
– System catalog
– Tables
– Indexes
– Logs
– Temp space for sorts, joins, and so on
– Backup space


Disk space and disk drive requirements for a database server are not simply a
function of disk capacity. Consideration must be given for I/O operations as well,
as shown in the following list:
Disk drive requirements: 2 (minimum), 3 (or more) recommended.
Disk space requirements: See “Initial disk space calculation” on page 76 to
calculate estimated disk space requirements.
Initial disk space required for the database logs: You must create the TADDM
schema: 160 MB.

Initial disk space calculation
The following formulas can be used to estimate the initial amount of disk space
required for TADDM implementation. These estimates are based on Level 3
discovery type data. Depending on the breadth and depth of data in a customer
environment, the disk space requirements can change. Estimates can be based
on the number of configuration items (CIs) or server equivalents.
CI No: Number of configuration items
About 4,000 bytes per CI
SE: Number of server equivalents
– 200 CIs per SE
– About 800,000 bytes per SE
CI-RDS: Amount of raw disk space for CIs (without overhead)
CI No x 4,000
SE-RDS: Amount of raw disk space for SEs (without overhead)
SE x 800,000
TDS: Total disk space (with overhead)
– Use one of the following formulas:
• CI-RDS x 1.75
• SE-RDS x 1.75
– Includes overhead for temp space, and so on
CHS: Change history disk space
– This is the amount of space by which the database will grow weekly, over
and above the initial disk allocation, depending on the frequency of
discovery.
– TDS x 1.1 (10%).


Note: The space requirements will increase when additional data is
discovered or loaded, or if the versioning feature of TADDM is used.

The following are a disk space calculation examples:
Example large domain - CI:
a. CI No: 1,200,000
b. CI- RDS: 4,800,000,000
CI No x 4,000
c. TDS: 8,400,000,000
RDS x 1.75
d. CHS: 840,000,000
TDS x 1.1
Example large domain - SE:
a. SE No: 5,500
b. SE- RDS: 4,400,000,000
SE No x 800,000
c. DS: 7,700,000,000
SE-RDS x 1.75
d. CHS: 770,000,000
TDS x 1.1

Using TADDM Domain Managers to increase scalability
In large environments a single TADDM Server cannot effectively manage the
discovery of all CIs. In these situations, TADDM supports a feature known as
Enterprise CMDB (eCMDB). In this configuration one TADDM Server is set up as
an enterprise server, the other TADDM Servers are then configured in the
enterprise server as domain server. Domain servers operate as standard
TADDM Servers and can run discoveries, display topologies, and run reports.
This is a scalability option that can be used to map to organizational or
geographical boundaries.

TADDM Server is also referred as the Domain Manager. Depending on CI and
organizational or geographical boundary considerations, it is possible to use one
or multiple TADDM Servers (Domain Managers).


Figure 3-6 is an example of an Enterprise Domain Manager configuration.

Figure 3-6 Enterprise Domain Manager

From the TADDM Enterprise Domain Manager it is possible to display information
about components and business applications within an interconnected graph and
display a hierarchical view of the discovery data.

Synchronization is the method by which the eCMDB server pulls in information
from the domain servers. Synchronization can be run on demand or on a
scheduled basis. The first synchronization for a domain is always a full
synchronization. Scheduled synchronization are always incremental. If a
discovery is running at the domain the synchronization will fail.

Each Domain Manager maintains CI discovery data in its database. The
Enterprise Domain Database synchronizes the discovery information of TADDMs
defined in the domain.

The eCMDB database uses the same schema as the remote domains. This
means that the version must be kept the same.

In the default mode, all information is synchronized from Domain Managers to
Enterprise Data Manager. The configuration file that manages this is on the
Enterprise Domain Manager is $COLLATION_HOME/etc domainquery. The


domainquery file defined in the eCMDB server contains the attributes that must
be copied on the eCMDB server.

It is possible to define that only a small set of top-level information is
synchronized from Domain Managers to Enterprise Domain Manager. This is
called shallow mode. This reduces the amount of information that needs to be
held at the Enterprise Domain Data. The definition of data that can be
synchronized is defined in the $COLLATION_HOME/etc/domainquery.shallow
file on the TADDM Enterprise Domain Server. The file can be customized.

In our environment the path of files domainquery and domainquery.shallow is
/opt/IBM/cmdb/dist/etc.

The domainquery file indicates to the eCMDB server which attributes will be
copied locally to the eCMDB server. The deep synchronization is in the default
mode. This includes a single line with SYNC_ALL_ATTRS, meaning that all CI
attributes are retrieved and synchronized to the eCMDB.

Figure 3-7 Default configuration of domainquery file

The domainquery.shallow is the file that can be configured to synchronize
between Domain Managers and Enterprise Domain Database. It is provided with
a default configuration that can be modified based on your requirements. This
allows transferring of only CI information required for promotion onto the
Enterprise Domain Database.


Configuration items discovered have many attributes and relationships. In some
cases it is not required to manage and control every attribute on every CI.

Figure 3-8 An example of domainquery.shallow configuration

Tivoli Provisioning Manager (TPM) scalability considerations
The scalability of Tivoli Provisioning Manager and Tivoli Manager for Software is
based mainly on the following configuration options:
Hierarchical software: This configuration requires the installation of remote
depots, added to distribute software packages, for example, in every branch
office. This is the architecture where the package from the Definitive Software
Library is sent to the distributed depot and from the depot to every target of
the distribution.
Peer-to-peer configuration: This configuration does not require an additional
depot server in the customer environment, but uses peer-to-peer technology.
In this way the Tivoli Common Agent works as a miniature depot server. This
means that it can hold copies of distributed files in a cache and act as sources
for this file during downloads by their neighbors.

The software repository of TPM (in a Release Process Manager Configuration
called the Definite Software Library) is generally is defined on the same system


on which TPM is installed. If a large amount of software packages need to be
defined in a large environment, a storage area network can be used as a
dedicated storage area or software package.

Tivoli Provisioning Manager starting from V5.1.1 supports read-only Lightweight
Directory Access Protocol. This means that TPM uses the information in the user
registry to authenticate users, but it cannot modify the user registry because it
works in read-only mode. The default installation sets up authentication based on
user accounts defined on the operating system. This type of configuration should
be used only for evaluation purposes. We strongly recommend using an LDAP
binding and using the LDAP defined at the client environment if supported by
TPM and CCMDB solution.


4

Chapter 4. How Asset Management and
Configuration Management
work together
This chapter explains the concepts of Asset Management and Configuration
Management and how they works together to improve quality of services and fit
business needs.

This chapter discusses the following topics:
“Asset Management” on page 84
“Configuration Management” on page 85
“Intersection between assets and configuration items” on page 86
“Process layer view assets and CIs” on page 89
“How to link an asset to a CI” on page 100
“Relationship between an asset and CI” on page 105


4.1 Asset Management
Asset Management encompasses the entire asset life-cycle management, from
request until the retire phase. Asset Management’s focus is to control financial
and regulatory information of assets. An asset is obtained from a supplier
through a procurement process.

ITL definition of an asset: Any resource or capability, such as management,
organization, process, knowledge, people, information, applications,
infrastructure, and financial capital.

Figure 4-1 represents an asset life cycle.

Figure 4-1 Asset life cycle

Asset Management manages asset information from initial creation (such as
receipt from suppliers), through all life-cycle events (such as change of location,
transfer of ownership, change of use) until eventual retirement or disposal. This
includes identifying, collecting, maintaining, controlling, and reporting inventory
and financial information about information technology (IT) assets throughout
their life cycle.

Asset Management also includes:
License Management (including software license compliance)
Lease and maintenance administration of each asset
Inventory Management (includes physical components and specifications)
Allocation of available assets to meet approved requests
Physical logistics (such as transportation) of assets
Retirement of outdated assets


Triggering requisition for the procurement of additional assets (for example, if
a policy of maintaining minimum inventory stock levels for a standard,
frequently needed asset item is in place)
Financial life cycle of assets (including valuation)

The following processes are not included in the Asset Management:
Risk Management.
Contract and Supplier Management (including procurement and Supplier
Management).
Configuration Management (logical relationships).
Managing the security of an asset (Facilities Management, Security
Management).

4.2 Configuration Management
Configuration Management enables and IT organization to identify, control,
maintain, and account for all configuration items (CIs) in the IT infrastructure.

Configuration items are IT organization components that are under control of
Configuration Management. All of the following are candidates for CIs:
Request for change
Service level agreement
Procedures
Hardware
Software
Formal documentation (such as process documentation)
Buildings
People
Other items that must be controlled

ITL definition of a CI: Any component that must be managed in order to
deliver an IT service.

Information about each CI is recorded in a configuration record within the
Configuration Management System and is maintained throughout its life cycle by
Configuration Management. CIs are under the control of Change Management.

The Configuration Management Database (CMDB) holds all CI information and
their attributes, as well as the relationship between CIs and cross-link CI
information to all ITSM process.

Chapter 4. How Asset Management and Configuration Management work together 85

IBM Service Management (ISM) process solutions provide a product named
Change Configuration Management Database (CCMDB) solution. CCMDB
incorporates a consistent data model and data layer implementation and
includes a framework for discovery or resources and its relationships. The IBM
CCMDB solution provides an Information Technology Infrastructure Library
(ITIL)-aligned implementation of a Configuration Management Database.

4.3 Intersection between assets and configuration items
There is an intersection between these concepts at the operation phase. Assets
have a life cycle that spans procurement/development through operations and
retirement. Once an asset is in operation within the IT infrastructure, it may also
be considered as a configuration item.

Configuration Management focuses on configuration items in the IT infrastructure
(during the operation phase) and their relationships. Figure 4-2 describes this
scenario.

Figure 4-2 Assets become configuration items

After a useful lifetime, this CI is removed from operational status and becomes
part of a set of spares or possibly retired and disposed. Thus, an asset has a
longer life cycle than a CI.


When using assets only:
There is no requirement to implement Configuration Management, so you do
not need to view CIs and their relationships.
You do not need asset relationships in any of their process implementations
(including change, incident, problem).
You do not need all of the class types (from the Common Data Model in
TADDM) that CIs provide.

When using CIs only:
You want to manage operational assets/CIs, not full the asset life cycle.
You do not need license compliance.

Assets and CIs according to ITIL V3: ITIL V3 CMDB has been redefined to
become a Configuration Management System (CMS) that contains several
federated CMDBs. It is also now part of a new process: Service Asset and
Configuration Management (SACM). The SACM process replaces the
Configuration Management process in V2 with a broader scope. For example,
financial accounting aspects of managing assets were considered separate
from Configuration Management in V2. ITIL V3 combines all V2 Configuration
Management tasks with some of the V2 Financial Management tasks to form
the new Service Asset and Configuration Management (SACM) process. So
asset and CI integration is more emphasized in ITIL V3.

4.3.1 CI considerations
In CCMDB 7.1.1, you import Actual CIs from IBM Tivoli Application Dependency
Discovery Manager (TADDM). TADDM is the discovery component for CCMDB
7.1.1 and a prerequisite of CCMDB.

Actual CIs use the Common Data Model that is imported from TADDM.


For Authorized CIs we strongly recommend that you create your own authorized
CI hierarchy (also called separate Authorized CI Hierarchy or Authorized Data
Model) and show which classifications are parent/child in your IT environment,
instead of using the same hierarchy for both Actual CIs and Authorized CIs
(called dual class hierarchy). Using dual class hierarchy might produce too much
(and unnecessary) detail for an effective Change and Configuration Management
process. Figure 4-3 shows the relationship between Actual CIs and Authorized
CIs.

Computer
Actual CI System
runsOn
Hierarchy
installedOn

WebSphere
Operating
Domain
System
runsOn
installedOn

runsOn Software
runsOn
Installation

DB2
WebSphere Instance
Server

deployedTo
deployedTo

WebSphere WebSphere Authorized CI
WebModule J2EEApplication
Hierarchy
contains

WebSphereServer runsOn ComputerSystem
WebSphere DisplayName DisplayName
Servlet ContextIP Model
Status SerialNumber

deployedTo installedOn

WebSphereWebModule OperatingSystem
DisplayName DisplayName
Filename ContextIP
Version

Figure 4-3 Actual to Authorized CI Hierarchy

Note: More details about TADDM can be found in IBM Tivoli Application
Dependency Discovery Manager Capabilities and Best Practices, SG24-7519.

4.3.2 Asset considerations
Authorized assets are imported from one source of data (or created manually),
and then the life-cycle process is used to keep them up to date. Deployed assets
are imported from another source of data.

There is no permanent link between a deployed asset and an asset. They are
linked using a link rule when you compare them using a reconciliation task.


There are three types of deployed assets:
Computers
Network devices
Network printers

There is no relationship between assets or deployed assets.

4.4 Process layer view assets and CIs
In this section we discuss the process of asset and CI linking. But first we provide
a conceptual overview of the CCMDB Data Layer.

The CCMDB Data Layer contains three data spaces that hold CIs, process
artifacts, and relationships between these objects to provide everything from a
dependency mapping of the discovered environment to a specification of
authorized CIs. It defines the specific aspects and characteristics of CIs that you
wish to tightly control and manage.

The CCMDB supports the Tivoli Common Data Model (CDM) across all three
data spaces. The CDM is a logical information model that is used to support the
sharing of consistent data definitions and the exchange of data between Tivoli
management products, concerning managed resources and components of a
customer's business environment.

Figure 4-4 shows a diagram that reflects the three CI data spaces of the CCMDB
7.1 solution.

Figure 4-4 CCMDB 7.1.1 Data Layer


We now describe how assets and CIs are organized using this structure
represented above. In Figure 4-5 we show the relationship between assets and
CIs.

Figure 4-5 Asset and CI relationship


In Figure 4-6 we show the elements responsible for the complete asset and CI
management process.

Figure 4-6 Asset and CI relationship: Process overview


In the next figures we explain in more detail each step of the asset and CI
relationship management process. Figure 4-7 represents the scenario above,
focusing on TADDM (for discovery).

Figure 4-7 Asset and CI relationship: TADDM (discovery phase)

In the discovery phase we have a tool named TADDM responsible for discovering
the elements of the IT infrastructure. TADDM discoveries collect configuration
information about your IT infrastructure, which includes deployed software
components, physical servers, network devices, virtual LAN, and host data used
in a runtime environment.

The Discovered CIs data space of the CCMDB contains information discovered
from the heterogeneous IT environment. This includes CIs and relationships
discovered using sensor discovery and those loaded through Discovery Library
Adapters (DLAs).

These discovery capabilities provide an accurate dependency mapping between
CIs and include many different types of relationships, such as logical, physical,
and application topologies.


To optimize the breadth and depth of information that TADDM gathers, there are
some setup tasks that are required within TADDM and your environment. You
must provide the following required information for discoveries to run in your
environment:
The discovery scope: Typically a valid IP range, a subnet, or a specific
component, the discovery scope signifies the span of the discovery process.
Access lists: Access lists specify the read-only access credentials needed to
discover and query the components for their appropriate configuration
attributes and dependencies.
Schedule: TADDM’s discovery process can be executed on demand, as part
of a schedule, or driven by externally triggered events

Discovering your environment is an interactive process. A full understanding of
your IT infrastructure is built up over successive discoveries.

IBM Tivoli Integration Composer (ITIC) is responsible for providing a filter that
determines which CI instances are brought over into the Actual CI data space.
For each CI Type specified, all instances of that CI Type in the Discovered CI
space are copied into the Actual CI space.

ITIC considerations:
In production environments, run ITIC on a separate machine from TADDM
and Tivoli process automation engine for best performance.
Make sure that you only activate the CI types that you need to import, and
ensure that the depth is set to the lowest value that brings over all the data
that you need.
Always schedule ITIC imports, TADDM discoveries, and TADDM bulk loads at
separate times and where possible during non-business hours.
Remember that the first time that ITIC runs it might take a long time.
Subsequent runs (delta runs) are much quicker.

At this point it does not matter whether collected elements are identified as
assets or CIs.

Note: For more details about TADDM see IBM Tivoli Application Dependency
Discovery Manager Capabilities and Best Practices, SG24-7519.


Figure 4-8 represents our scenario focusing on the actual/deployed phase.

Figure 4-8 Actual data space

In the actual/deployed phase, we use ITIC to defined a filter to bring CI data from
the discovery data space (shown in Figure 4-4 on page 89) to the Actual CI data
space.

The data copied into the actual data space is a sub-set of the data existing in the
discovery space. We use the ITIC filter to determine how deep the level of data
should be imported.

The actual data space holds data from the real TI environment. This data can be
used to make a comparison between the actual data space and the authorized
data space (called reconciliation or audit).


Figure 4-9 represents our scenario focusing on the authorized phase.

Figure 4-9 Authorized data space

We can specify which CIs should be copied from the Actual CI data space into
the Authorized CI data space. The process of creating authorized CI instances
from Actual CI instances is called promotion.

In the authorized data space, the CI data is managed by Service Management
processes such as Configuration Management, Change Management, Release
Management.

In the authorized space, the asset data is also managed by the Asset
Management and Financial Management processes.

An Authorized CI is typically a simple definition with a small number of
relationships and attributes. A computer system CI can be quite complex with a
large number of attributes, and a fair number of relationships with other objects.
However, an Authorized CI for a computer system would contain only the
attributes/values and relationships to objects that you care to bring under change
control.

All CI types are grouped within the Common Data Model (CDM) into entities that
correspond to items in the real world.


Note: CDM is a representation of CMDB entities, their relationships, and their
semantics.

Each CI type in the CCMDB contains:
Hierarchy
Classes in the CDM are arranged into a single-inheritance hierarchy, which
enables attributes to be shared among classes.
Attributes
At the most basic level of granularity, for example, an attribute for an operating
system is version.
Relationships
Relationships are links between two CIs, for example, a link between an
operation system and a computer system.
Naming rules
These define the ways in which each CI type is identified, in order to foster
identification of entities in the CMDB. This consistency is accomplished by
using naming roles.

Note: Find more details about the authorized phase see the Deployment
Guide Series: IBM Tivoli CCMDB Overview and Deployment Planning,
SG24-7565.


CI linked to asset: Process layer view
Figure 4-10 shows the links (see arrows) between CI and the asset in the
authorized and actual phases.

Figure 4-10 CI and asset relationship

The link between the CI and the asset allows you to implement end-to-end
Information management for the elements that comprise your IT infrastructure.
How can we can we create this link? We discuss that in 4.5, “How to link an asset
to a CI” on page 100.


Figure 4-11 shows the asset and CI aspects.

Figure 4-11 Asset and CI aspects

Assets can be used to model the end-to-end life cycle of a managed entity. They
are used to manage both financial aspects and some operational aspects.


You must create an asset for a managed thing if:
It has financial aspects, for example, purchasing, contracts, and inventory.
It has some specific operational aspects:
– Meters
– Failure codes
– Preventive maintenance
– Safety

You can manage some operational aspects of a managed entity by creating it as
an asset:
Incidents, problems, service requests, change, release
Comparing discovered versus managed attributes using assets and deployed
assets
SLAs
Auditing discovered and managed attributes

CIs provide the following features:
A vast number of CI types and their relationships can be discovered by
TADDM and imported into CCMDB 7.1.1. This data provides support for
impact analysis that can aid in Change Management, Incident Management,
Release Management, and Problem Management processes.
Configuration Management can be used to reconcile CIs and Actual CIs. A
customer can define which CIs and attributes are to be reconciled. Automated
tasks can be scheduled for these audits and reports can be generated.
CIs can be used for Configuration Management and operational
management, but not for Financial Management.
The Change and Release process can provide automation of implementation
tasks, for example, software distribution tasks. Infrastructure services are
provided so that customers can develop their own automation.
Change Management provides impact analysis.
Incident and Problem Management processes provide Launch-in-Context to
TADDM, which helps in their resolution.
The Configuration Management process helps audit and control updates to
CIs.

By combining these two elements (assets and CIs) with ISM, you can implement
a complete end-to-end Service Management Solution.


4.5 How to link an asset to a CI
In this section we provide several figures that shows you how to link an asset and
a CI using the configuration items and assets applications.
1. Log in to CCMDB (Figure 4-12).

Figure 4-12 Linking asset and CI (1 of 9)


2. Select Go To → IT Infrastructure → Configuration Items (Figure 4-13).


3. Locate the configuration item that you want to link to an asset. See
Figure 4-14 and Figure 4-15 on page 102.



4. Now we need to go to the asset information. Click the arrow icon next to the
Asset field and select Go To Asset. This launches the assets application in
context. See Figure 4-16.


5. In the assets application, locate the asset that you want to link to the CI. See



Figure 4-18 Linking asset and CIs (7 of 9)

6. Click Return with Value (Figure 4-19).



7. In Figure 4-20 you can see that the CI DCMJ21 is linked to the asset 7300.
Save this record.


In this section we showed you how to link a CI (CMJ21) to an asset (7300). In the
following sections we show you how you can use this capability to link an asset
and CI information in change, release, and Service Desk modules.

4.6 Relationship between an asset and CI
Assets can be used to model the overall life cycle of a managed entity. During
certain asset life-cycle states, an asset can be managed as a CI when it is
operationally supporting a business process. To manage an asset as a CI, you
should link the CI to the asset using Configuration Management in CCMDB, as
shown in 4.5, “How to link an asset to a CI” on page 100.


Figure 4-21 shows you the Asset Management life cycle and Configuration
Management relationship.

Figure 4-21 Asset Management life cycle and Configuration Management

CCMDB and TAMIT provide best-of-breed integration between Asset
Management and Configuration Management. Both CCMDB and TAMIT can be
installed on a single set of middleware and share the same application server,
database, users, policies, workflow, and so on. All TAMIT and CCMDB
applications can run in a single user interface. It is very easy to navigate from
assets to CIs and vice versa.

4.6.1 Assets and CIs in Change Management
Change Management allows a change process to be targeted at a CI or an
asset. When a CI is linked to an asset, the change process is automatically
populates the asset field if the target is a CI and vice versa.


The following figures show us how this linkage works in the Change
Management module. To show you this functionality, we will use the same CI and
the same asset that were linked in the previous section: CI = DCMJ21, mobile
computer and Asset = 7300 mobile computer.

Note: Only CIs are managed under Configuration Management. Therefore, to
manage an asset through Configuration Management, it needs to be linked to
a CI.

1. Access the Change Management module as shown in Figure 4-22.

Figure 4-22 Asset and CI in Change Management (1 of 5)


2. Click the button shown in Figure 4-23 to create a new change.


3. Select a configuration item, as shown in Figure 4-24 and Figure 4-23.



4. Figure 4-26 shows that the asset and the corresponding CI are automatically
linked in the Change Management module. You can now save and submit the
request, as shown in Figure 4-26.


4.6.2 Assets and CIs in Release Management
Release Management allows a release process to be targeted at a CI or an
asset. When a CI is linked to an asset, the release process automatically
populates the Asset field if the target is a CI and vice versa.


In the following figures we show you how this functionality works in Release
Management.
1. Figure 4-27 shows how to access the Release Management tool.

Figure 4-27 Asset and CI in Release Management (1 of 5)

2. Create a new Release request as shown in Figure 4-28.



3. Locate CI. See Figure 4-29 and Figure 4-29.




4. Figure 4-31 shows that the asset and the corresponding CI are linked in the
Release Management tool.



4.6.3 Assets and CIs in Service Desk
Assets and CIs can be managed through Problem and Incident Management, as
well. Note that to be able to import assets or CIs from TADDM (to be used in
Service Desk) you must also install CCMDB (for CIs) and TAMIT (for assets).
1. Figure 4-32 shows you how to access the Service Desk Tool (Incident
Management module).

Figure 4-32 Asset and CI in Service Desk Module (1 of 5)

2. Create a new incident, as shown in Figure 4-33.



3. Choose an asset, as shown in Figure 4-34. Note that you can search for a CI
or an asset. The result will be the same once they are linked.


4. Figure 4-35 shows you that we entered the value regarding the asset that we
are looking for. In this example, the asset chosen is 7300.


5. After the asset is found, we select the ReturnWithValue option.


Figure 4-36 shows that the asset and CI are linked in the Incident
Management tool.


6. Save the incident record.


5

Chapter 5. Scenario 1: Incident,
Problem, and Change
Management
This chapter describes a typical scenario for Incident, Problem and Change
Management integration and shows the powerful integration capabilities of IBM®
Service Management Products.

This chapter contains the following sections:
“Lab environment” on page 118
“Installed components” on page 118
“Emergency Request for Change (RFC) scenario” on page 120


5.1 Lab environment
Figure 5-1 shows the lab environment used for all the scenarios in this chapter.

CCMDB 7.1.1
TSRM 7.1
TRPM 7.1 TDI
TAMIT 7.1

)
loy
ep
/D
us
tat ITI
rt/S C
po NEWYORK
(Im
IM M) BRUGE Dis TBSM 4.1.1

DLA
cov
M (TP
TP ve
ry ery
(TA
co DD
Dis M)

Discovery (TADDM)

DLA

Dis
co
ve M)
PRAGUE ry
(TP DD ATHENS
M) (TA
De very
plo co
yS Dis
oft
wa
re
TPM 5.1.1

TADDM 7.1

TADDM Windows
Gateway
Payroll Application
IZMIR DB2

Figure 5-1 Lab environment

5.2 Installed components
The installed components on each system are described below:
BRUGE
– SRM Incident Management 7.1.0.00 Build 20080505D DB Build V710-59
– Common PMP 7.1.1.2 Build 20080618D DB Build V710-40
– SRM Computer Telephony Interface 7.1.0.00 Build ${env.BUILD_NAME}
DB Build V710-03
– SRM Service Desk Demo Data 7.1.0.00 Build 20080505D DB Build
V710-13


– SRM Service Catalog 7.1.0.1 Build 20080624D DB Build V7101-08
– Release PMP 7.1.1.00 Build 20080429D3 DB Build V710-35
– SRM Search 7.1.0.00 Build 20080505D DB Build V710-10
– SRM Survey Management 7.1.0.00 Build 20080505D DB Build V710-07
– SRM Service Desk 7.1.0.1 Build 20080624D4 DB Build V7101-06
– SRM Problem Management 7.1.0.00 Build 20080505D DB Build V710-59
– Config PMP 7.1.1.2 Build 20080619D DB Build V710-29
– Release PMP 7.1.1.00 Build BUILD DB Build V710-35
– IM TPM 7.1.1.00 Build 20080503D DB Build V710-08
– Asset Management 7.1.0.0 Build 52b DB Build V7100-001
– SRM Service Request Management 7.1.0.1 Build 20080624D4 DB Build
V7101-02
– Base Services 7.1.1.2 Build 10 DB Build V7112-10
– SRM Solution 7.1.0.00 Build 20080505D DB Build V710-20
– SRM Service Desk Content - Classification 7.1.0.00 Build 20080505D DB
Build V710-03
– Business Continuity PMP 7.1.0.00 Build 20080508D DB Build V710-06
– Change PMP 7.1.1.2 Build 20080619D DB Build V710-28
– SRM Instant Messenger 7.1.0.1 Build 20080624D4 DB Build V7101-02
– Service Desk Integration MEA 7.1.0.00 Build BUILD DB Build V710-14
– SRM Service Desk Content - Best Practices 7.1.0.00 Build 20080505D DB
Build V710-49
– Toolbox Web Replay 7.1.1.00 Build local DB Build V710-04
ATHENS
TADDM 7.1
PRAGUE
– TPM 5.1.1
– TADDM Windows® Gateway
IZMIR
Payroll Application
DB2® 9.1
Payroll reporting App
Used as target for Change Management

Chapter 5. Scenario 1: Incident, Problem, and Change Management 119

NEWYORK
TBSM 4.1.1

5.3 Emergency Request for Change (RFC) scenario
This scenario describes basic process of a full Incident Management cycle
starting from incident creation until the deployment phase. It is designed to give
the user a picture of the entire incident-problem-change process with deployment
functionality. Later in the next scenario release functionality is covered, based on
the problem created here. All workflows that will be shown for incident-problem
management are based on ITUPv3, which is ITIL3 and IBM best practices. The
process flow for Change Management is based on job plans and tasks and will
be described later in this document.

5.3.1 Process flow
Figure 5-2 shows the process flow for this scenario.

Normal RFC (Move
Application) Scenario II
Classify Incident
Investigate and diagnose / (Problem Analyst role)
Identify and Log Incident (solution search, bulletin
RCA (functional escalation,
(Service Desk role) board, global incident)
needs 2 RFCs)
(Service Desk role)
(Problem Analyst role)

Emergency RFC (shutdown
reporting Application)
(Problem Analyst role)

Assign job plan (Access,
Authorize, Schedule,
Authorize Change (Change Access Change (Change Accept /Assign RFC
Change Implementer, Post
Approver role) Accesser role) Change Manager role
Implementation Review)
Change Owner role

Post Implementation
Schedule Change (Change Implement Change Close Change (Change
Review (Change Owner
Owner role) (Change Implementer role) Owner role)
role)

Figure 5-2 Process flow


5.3.2 Implementation steps
The implementation steps of this scenario are:
1. Tommy Reading is working with the payroll application. Today he cannot
perform his normal day-to-day activities because the application is running
very slowly and very often he gets a time-out exception that the operation
took too much time to execute. Because it is critical for him to work normally,
he decides to open a service request in TSRM. He logs in and creates a
service request with basic information. See Figure 5-3 and Figure 5-4.

Figure 5-3 Service request

Figure 5-4 Confirmation that the service request has been created

Note: In standard TSRM self-service users have access to create service
request applications in the self-service module. It is a best practice to
revoke it and just leave access to search solutions. This will force users to
search for existing solutions prior to creating service requests because
there is an option to create a service request from the search solution
application.


2. Hallie Moroles (an incident analyst) sees that there is a new service request
created and she starts working on it. By clicking it she is redirected to the
service request application where she can perform her analysis. See
Figure 5-5 and Figure 5-6.

Figure 5-5 Portlet with service requests assigned to Hallie Moroles

Figure 5-6 Service request record


3. Hallie applies site to a ticket (SITEID is a basic criteria for selecting SLAs and
ticket templates) and then applies ticket template (PAYROLL) and SLA. After
applying the ticket template, fields like Classification, Internal Priority, Service
Group, and Service are copied from the template. At the end she specifies the
CI (payroll app) that is involved in this service request. See Figure 5-7 through
Figure 5-9 on page 124.

Figure 5-7 Applying service request template and SLA


Figure 5-8 Service request templates: Ticket templates

Figure 5-9 Notification that SLA has been applied

Note: The PAYROL ticket template and EMERGENCY SLA have been
created in TSRM to meet this scenario’s requirements. Normally, you
would create ticket templates and SLAs before you start using the product
in production, or you would import the data from an external source. Note
that using ticket templates and SLAs is not required, but recommended.


4. After applying the SLA and ticket template, Hallie starts working on the
service request using workflows provided( ). We use a workflow called
SR_ITUPv3. As a first step she needs to put all required information, such as
source (in our case self service), description, siteid, and priority. See
Figure 5-10 and Figure 5-11.

Figure 5-10 Selecting workflow process

Figure 5-11 Information about necessary actions for next step of workflow

Note: To define priority you must specify impact and urgency. The priority
matrix application contains business rules about how to calculate priority
based on those fields.

Note: If your company decides to use just one workflow, deactivate the rest
of the workflows for this application in the Workflow Designer application.
You will not see the dialog with the selection of all available workflows. Only
the one that you want to use starts.


5. Hallie enters all required information and routes the workflow again( ).
6. Hallie assigns herself to be the owner of this service request and routes the
workflow again.
The next step in the flow is to find available solutions for it. A dialog window
with the search solution application pops up. See Figure 5-12.

Figure 5-12 Searching knowledge base for suitable solutions


7. Unfortunately, no solution can be found. As a next step Hallie is required to
communicate to the requestor about the status of the service request
resolution. She communicates to Tony that the solution cannot be found and
that it will become an incident. She uses the Communication Template dialog
window that is show as soon as she routes the workflow again. See

Figure 5-13 No solution found


Figure 5-14 Sending e-mail to Tony


8. Hallie creates an incident and routes the workflow again to stop the service
request process flow. Now there is an incident related to the service request
reported by Tony, and incident analysts should take care about next step in
the process flow. See Figure 5-15 and Figure 5-16.

Figure 5-15 Creating incident from service request

Figure 5-16 Notification that incident has been created

9. Sophie C. Allen (an incident analyst) logs in to TSRM and sees that there is
an incident assigned to her because there is a record in the My Open
Incidents portlet in her Start Center. She opens this incident and starts the
workflow (ITUPv3). The first steps are to perform incident identification:
a. Review it.
b. Acquire additional data if required.
c. Contact the requestor if required.
d. Identify incident CIs.


Because Sophie needs additional information she contacts Tony. See
Figure 5-17 through Figure 5-20 on page 131.

Figure 5-17 Information about next steps in Incident Management





Note: At this time it is also possible to apply ticket templates with
predefined values for fields like classification. In our case Sophie just
categorize the incident without applying the ticket template. Keep in mind
that ticket templates are specific for each application (SR, INCIDENT,
PROBLEM).

10.At this point Sophie is presented with the dialog to specify an asset
(Figure 5-21). She was working with CI all the time and she does not want to
specify an asset at this point.

Figure 5-21 Decision point to specify an asset and work with Asset Management

Note: To learn more about how CIs and assets work together refer to
Chapter 4, “How Asset Management and Configuration Management work
together” on page 83.


11.Sophie routes the workflow again to search for similar tickets using the action
Show Similar Tickets. As she finds that there are some similar tickets, she
decides to relate them to the current incident and make it a global issue. See

Figure 5-22 Dialog informing about next step: Searching for duplicate incidents

Figure 5-23 Help information about what to do with duplicate tickets


Figure 5-24 Using Show Similar Ticket action


Figure 5-25 Similar tickets found

Figure 5-26 Setting incident to be global issue

12.Define both impact and urgency to calculate priority. As the incident is critical,
impact and urgency must be both 1. See Figure 5-27 and Figure 5-28 on
page 135.

Figure 5-27 Information about next step: Setting impact and urgency


Figure 5-28 Impact and urgency, and Internal priority based on those values

13.Sophie tries to find a solution for this from matching tickets, but there is no
solution available. She decides to assign someone else to handle this incident
(Scot Motika, Tier 1 member) and routes the workflow again to finish working
with this incident. See Figure 5-29 through Figure 5-31 on page 136.

Figure 5-29 No resolution available

Figure 5-30 Assigning someone else to the incident


Figure 5-31 Hint to assign someone with higher level of competencies

14.Scot Motika logs in and opens the payroll incident that is accessible for him
from his Open Incident’s portlet in the Start Center. He performs standard
checks (the same that Sophie did). After standard checks Scot is asked to
perform additional check to understand the root cause of the incident. He
decides to check all dependencies in the TADDM by using the
launch-in-context option (Select Action menu). He finds out that there was
another application installed on the same server that may be the problem. He
creates a work log and routes the worklfow again. See Figure 5-32 and

Figure 5-32 Look into CMDB to find more information about the CI


Figure 5-33 Work log created

15.Scot attempts to find a fix or workaround. Unfortunately, he is not able to find
one, so he tries to create a workaround. Again, it is not possible to create it,
so he decides to report a major incident that requires root cause investigation,
and decides to create a problem. See Figure 5-34 through Figure 5-36 on
page 138.

Figure 5-34 Next step is to create or find a workaround


Figure 5-35 Select major incident option

Figure 5-36 Incident becomes a problem


16.Philip Campbell (a problem manager) logs into TSRM and checks whether
there are any new problems without an owner. Because there is one, he
opens this problem and assigns someone to start working on it. He uses the
select owner action and filters for people who are members of the problem
analyst group. He finds Granger and assigns him to handle the problem, as
shown in Figure 5-37

Note: Every time you assigned an owner ticket changes its status to
QUEUED.

Figure 5-37 Assigning analyst to handle problem


17.Lou Granger (a problem analyst) sees that there is an open problem assigned
to him. He opens the problem, and after reviewing all information, he starts
working on it using workflow (ITUP_v3 Problem Management). He is asked to
select the strategy with which to handle the problem. He tries to understand
the major incident by reviewing the incident for which the problem was
created. He is automatically redirected to the Related Record tab, from which
he can open the original incident. See Figure 5-38 through Figure 5-40 on
page 141.

Figure 5-38 Lou selects Understand Major Incident strategy


Figure 5-39 Lou is transferred to Related Record tab of problem to open originating incident to analyze
related records

Figure 5-40 List of all records related to this incident


18.Lou opens the original incident and from there opens the CI that this incident
is reported against. Then he opens TADDM using launch-in-context and
checks for all dependencies. He finds another application installed on the
server so he goes back to the problem record (using the return function
located on top right of the panel ) and routes the workflow to
log improvement opportunity. At this time an RFC is automatically created.
Lou is asked to go to the change record to fill in all required information. See

Figure 5-41 Found improvement opportunity

Figure 5-42 Notification that the change record has been created


Figure 5-43 Change created: Using go to changes link Lou goes to the newly created change record

19.Lou opens the change record and works on it. After applying all necessary
information (like description, CI, priority, and so on) he submits it to Change
Management and returns to the problem application.
20.Lou tries to describe symptoms and define the impact on the IT infrastructure
by assigning impact and urgency to the problem. He documents the cause of
the problem by creating a work log, as shown in Figure 5-44.

Figure 5-44 Documenting the root cause

21.Lou acknowledges that he found the root cause of the problem. He does not
want to set it as a known error, so he continues working with the problem. He


decides that this problem must be resolved (that the cost and complexity of
implementing the change is acceptable). See Figure 5-45 and Figure 5-46.

Figure 5-45 Found the root cause

Figure 5-46 Deciding whether error can be easily resolved taking into consideration complexity and costs


22.Lour decides that there is no feasible solution and sets the status to pending
to wait for a change to be implemented, as shown in Figure 5-47.

Figure 5-47 Set status to pending

23.Kazmier (a change manager) logs in and starts working on new change
record that he has in his Start Center. He reviews the change and assign the
owner (Homer) to continue working on the change.
24.Homer (a change owner) notices that there is a new change assigned to him.
He goes to the change record and reviews it. After identifying that this is
urgent, he sets the priority to 1 and applies an emergency job plan. Once the
emergency job plan is applied, there are activities and tasks created for this
change that are accessible from the plan tab. The first task is started as soon
as he sets the change to INPRG (in progress). See Figure 5-48 and

Figure 5-48 Setting priority to 1


Figure 5-49 Applying emergency job plan: Below are listed activities applied to change
after applying job plan

Note: Job plans may vary depending on the organization. For this scenario an
emergency job plan has been created. It consists of five phases (assessment,
approval, schedule, implementation, post-implementation review). Each phase
was modified to meet emergency change request requirements. Because
there are lots of steps to complete the change, only the most important are
described.

Assessment phase
The assessment phase includes three tasks to be completed:
Preliminary assessment
Business impact assessment
Setting change status to assessed

Once all tasks are completed, the change automatically goes to another phase,
which is the approval phase, and starts the first tasks in the list. Two first tasks
have workflow connected, which jumps the user from the change record to
impact analysis application to allow the user to perform assessment easily.
1. Georg Bednorz checks his My Work portlet (Figure 5-50 on page 147) and
searches for new tasks that must be completed by him. He can find one,
called preliminary assessment. By clicking it he is redirected to the activities
and tasks application to the specific task. There is a assisted workflow
connected to the task, so when he clicks Start Assisted
Workflow( ) the workflow will redirect him to the change
record where he can perform preliminary analysis. He checks whether CI is
specified, classification is set, change schedule is defined, and so on. After
reviewing the change record he sets the status of the task to complete to
automatically start the following tasks.


Figure 5-50 My Work portlet of Georg Bendorz

2. Leo Esaki checks his My Work portlet (Figure 5-51) and sees that there is one
new task for him to do. He opens this task and clicks Start Assisted
Workflow, which redirects him to the change record on the Impact Analysis
tab. After reviewing the record and identifying any business impacts, he
creates two assessments (financial and operational) in the Business
Assessment Results sub tab. Then he completes the task. At this time the
next task (setting change status to assessed) will be set to INPRG, but
because there is an flow action connected to this task, setting change
progress to assessed and setting task status to completed is done
automatically. See Figure 5-52 on page 148 and Figure 5-53 on page 148.

Figure 5-51 My Work portlet of Leo Esaki


Figure 5-52 Two assessments made by Leo (financial and operational)

Figure 5-53 Change progress is automatically set to ASSESSED

Note: Check the job plan task functionality (flow controlled flag, flow action
flag, and predecessors field) to learn more about how to manipulate the
process flow using tasks, flow actions, and assisted workflows.

To learn more about the assessment phase and tools that are available to assess
the change, go to Chapter 9, “Change impact assessment” on page 235.


Approval phase
The approval phase consists of three processes:
Business approval
Impacted CI approval
Update Change Progress to approved (This task will be completed
automatically when both approvals are completed.)

In the approval phase, business approval and Impacted CI approval have been
defined to be at the same level, which means that those approvals can be done
in parallel. Only the business approval phase will be described.

Note: The approval phase (as well as all other phases) can be customized to
mirror the real-life Change Management process. We can define many
templates with different phases and tasks (that is, for emergency changes we
do not require many approvals, but for standard changes we require more).
There are standard job plans delivered with the Change and Configuration
Management Database, so check whether there is a need to create or
customize already existing job plans or whether those plans are enough.

1. Alex Mueller opens a new task that he has in his My Work portlet. He goes to
the change record to check the business assessment details and decides to
approve the business aspect of the change by completing the task.
2. When all tasks are completed change progress is automatically set to
approved and the scheduling phase takes place, as shown in Figure 5-54.

Figure 5-54 Change progress is set to approved

Schedule phase
The schedule phase (for this emergency job plan) has two tasks:
Create implementation tasks and assign targets.
Schedule implementation tasks and assign owners.

The first phase is to create implementation tasks from implementation notes,
which may be created in the assessment phase. Implementation tasks are only
tasks that will be scheduled in the scheduler application and only ones that will
be able to change CI attributes.


After implementation tasks are created, the change owner (in this case Homer)
will schedule them based on selected criteria:
1. Homer logs in and checks his work. He can see that there is one task
assigned to him (create implementation tasks). He does not see a task for
scheduling implementation tasks, as this task waits for creation of
implementation tasks to be completed (predecessors functionality). He opens
a task and using assisted workflow he is redirected to change record to the
Impact Analysis tab to Implementation tasks subtab. He creates
implementation tasks from Notes using the Create Task from Implementation
Node button and then goes back to the task and sets the status to completed.
2. The next task for him is to schedule implementation tasks. He goes back
again to the tasks application, searches for all implementation tasks for his
change, and schedules them.

Implementation phase
Depending on the selected job plan/tasks and input from impact analysis (there
is a possibility there to define tasks for implementation that will be created later),
a various number of tasks will be created here. In the scheduling phase we have
defined a task to assign owners to each one, so at the end of the schedule phase
each task will have assigned owner. This is the real task that must be performed
within the IT infrastructure.

Note: We can define a workflow or use integration framework to, for example,
call a procedure on an external system. There is one action that is worth
mentioning here, move/swap/modify. There we can manually change values of
the CI attributes (or asset or location).

After all implementation tasks are done, an action to set the implementation
phase status to complete is invoked, allowing the post implementation review
phase to start.

Post implementation review
In the post implementation review phase we have defined three tasks
Conduct change review.
Update change status to closed.
Update change progress to completed.

The idea of this phase is to force Change Manager to check whether the change
was successful and if there are no more errors.

Kazmier logs in and looks for new tasks. There is one called conduct change
review. He opens the task and from there goes to the change record. He uses


communication functionality to send e-mail to Homer (the change owner) to
check the result of implementing the change. After he gets a response that
everything was okay, he completes the task by setting the status to completed. It
automatically closes the change and sets change progress to completed.


6

Chapter 6. Scenario 2: Fixpack
deployment
This chapter can be considered the continuation of the scenario that was
discussed in 5.3, “Emergency Request for Change (RFC) scenario” on page 120.
In this chapter we pick up where we left off in the previous chapter and describe
the process that allows us, starting from a change request, to deploy software
automatically on target systems.

This process is managed through the release application that is used to manage
large-scale deployments of authorized versions of software to release targets.
Release contents include the tasks, scheduling, and people or groups that are
involved in the operation. The flow of activities can be customized to ensure that
the release tasks are executed in the correct order by the authorized people.

“DSL repositories” on page 154
“IBM Tivoli Release Process Manager overview” on page 159
“The release process” on page 161
“Change and release process interaction” on page 165
“Scenario: Fix pack deployment” on page 171


6.1 DSL repositories
A Definitive Software Library (DSL) is a secure compound in which the definitive,
authorized versions of software package configuration items (CIs) are stored and
protected. A DSL consists of one or more software libraries or file-storage areas,
referred to as repositories. The Definitive Software Library application can be
used to create, edit, and manage DSL repositories.

Note: Definitive Software Library is a term used in Information Technology
Infrastructure Library (ITIL) V2. ITIL V3 uses the term Definitive Media
Library to describe a secure library where definitive authorized versions of all
media CIs are stored and protected.

The DSL contains master copies of installable software. Each software image
contains binaries and installation scripts. Often, a single software image consists
of multiple software products. It is possible to manage software images manually,
using the DSL application, or, if you have Integration Modules (IMs) installed for
IBM Tivoli Provisioning Manager or IBM Tivoli Configuration Manager or both,
you can discover the software images that are stored on these Operational
Management products (OMPs).

Either of these OMPs enables us to deploy a software image to a set of targets.
However, the process control provided by Release Process Manager adds
auditable steps like approvals. In addition, the Change and Configuration
Management Database (CCMDB) discovery process discovers both the systems
that you deploy to and the configuration items in your environment. This product
helps you identify the impacts of your distribution and adds significant audit,
compliance, and control capabilities.

After you create a repository, you can specify software images that are
associated with the repository for distribution. A repository that has an
associated Operational Management product can be used as a source for
automated software distribution tasks. Repositories that are not associated with
an OMP can be used as store rooms from which you can select packages for
manual distribution tasks.


Selection for the Definitive Software Library is from the CCMDB Main Panel:
GoTo → Release → Definitive Software Library, as shown in Figure 6-1.

Figure 6-1 Definitive Software Library panel

Figure 6-2 shows the Software Library defined in our environment whose
definition is Austin Repository Managed by IBM. These definitions point to Tivoli

Figure 6-2 AUS-TPM Definitive Software Library: Repository

Chapter 6. Scenario 2: Fixpack deployment 155

When a Definitive Software Library repository is created, it is necessary to
populate the repository with references to one or more software image CIs. The
CIs that have been selected to reference in a repository are either registered to
the Configuration Management Database (CMDB) or stored on an Operational
Management product. You can select CIs directly from an OMP that was defined
as the management application for the repository, select CIs directly from CMDB,
or create a new CI. In our environment OMP is the Tivoli Provisioning Manager.
See Figure 6-3.

Figure 6-3 AUS-TPM Definitive Software Library: Software Images

Discovering and integrating OMP CIs
The following steps are required to discover the OMP servers that are available in
the environment and the steps required to bring the discovered OMP
configuration items into the product environment.
1. Run the discovery library adapter (DLA) for each of the OMPs from which you
want to pull software images. For example, if you have IBM Tivoli Provisioning
Manager for Software, run the DLA for this OMP. If you have IBM Tivoli
Configuration Manager, run the DLA for that OMP. For more information about
running a DLA, see the Tivoli Application Dependency Discovery Manager
(TADDM) Discovery Library Adapter Developer's Guide at:
http://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/topic/com.ibm
.taddm.doc_7.1/cmdb_dladevguide.pdf
After you run the DLA on an OMP, all of the managed systems for that OMP
are registered as configuration items in your product environment. For
example, you might discover an IBM Tivoli Provisioning Manager installation
in Austin and another installation in Tokyo. Each of these systems would be
defined as a CI.
2. Use the IBM Tivoli Integration Composer to move the OMP managed system
CIs into the Maximo database.
IBM Tivoli Integration Composer is described in the IBM Tivoli Integration
Composer System Administrator's Guide. For instructions on using IBM Tivoli
Integration Composer to move CIs into the Maximo database, see the IBM


Tivoli Integration Adapter for Tivoli Application Dependency Discovery
Manager Implementation Guide at:
.ccmdb.doc_7.1/reference/adapter_ibmbook.pdf

Communication setup
To allow communications between CCMDB and OMP systems:
1. From the CCMDB main menu select GoTo → Integration → End Points.
2. Click the New End Point icon to open a view in which is possible create a new
endpoint for the OMP.
3. In the Name field, enter a name for the endpoint. Optionally, you can type a
description of the endpoint in the field beside the Name field.
4. Click the Select Value icon beside the Handler field and select
TPMHANDLER or TCMHANDLER from the list, depending on whether the
OMP for which the endpoint is created (Tivoli Provisioning Manager or Tivoli
Configuration Manager).
5. Specify the port for the OMP server, the host name, and the password and
user name that are used to log on to the OMP server for which you are
creating the endpoint.
In our environment the OMP Server is a Tivoli Provisioning Manager Server
and 8777 is the IP port used for Web services. See Figure 6-4.

Figure 6-4 End points communication

6. Use this task to link the newly created endpoint with the discovered OMP and
to specify the logical management operations (LMOs) that are supported for
this OMP.


Link new endpoint with the discovered OMP
To link the endpoint with the OMP and specify supported operations:
1. From the main menu select GoTo → Integration → Integration Modules.
2. Click Name to list the Integration Modules that are installed in the
environment.
3. Click the name of the Integration Module for the OMP that you are
configuring. For example, click TPMIM if you are working with IBM Tivoli
4. Open the Operational Management Products tab and click New Row in the
Operational Management Products for OMPIM section.
5. In the new row, perform the following steps:
a. Click in the Operational Management Product column and select the OMP
that you are synchronizing with the environment.
b. Click beside the End Point field and select the endpoint created in the end
points application.
6. In the Logical Management Operations section, select the LMOs that this
OMP must carry out, and click Select Operations. After these operations are
specified, the new endpoint is associated with the OMP, and the OMP can be
used for the operations that have been specified.
It is possible to define a new LMO at any time to enable additional
functionality from an OMP. To do so, it is necessary create an XML file that
supports the new functionality, and go to the end points application to define
an endpoint for the LMO, and specify the new LMO in the Integration Modules
application.
Figure 6-5 shows the Integration Modules window.

Figure 6-5 Integration Modules


6.2 IBM Tivoli Release Process Manager overview
IBM Tivoli Release Process Manager leverages best-practice ITIL process. Main
functionalities of IBM Tivoli Release Process Manager are:
Software rollout plans
Software release tracking
Agreements about content and a rollout plan for a release, according to the
change manager process
Assignment of activities and tasks based on roles.
Schedule of multiple rollouts that have target configuration items in a single
release
Reports provided to show for all Releases, release progress, release status,
and the CIs that are effected to this release.

IBM Tivoli Release Process Manager is integrated with Operation Management
Products:

Tivoli Release Process Manager requires the installation of:
Discovery Library Adapter (DLA)
– Tivoli Configuration Manager Discovery Library Adapter if TCM is the
product used for software delivery
– Tivoli Configuration Manager discovery library if TPM is the product used
for software delivery
Release Process Manager product
Integration Module
This component is installed on the CCMDB Server. As for the DLA, the
Integration Module is available for Tivoli Configuration Manager and for Tivoli

Installation should be in this order:
1. Discovery Library Adapter
2. Release Process Manager product
3. Integration Module

Post-installation steps are required to ensure that these Operational
Management products are fully synchronized with the Tivoli Process Execution
Engine database. It is necessary to run a discovery operation to discover the


OMP servers in the environment, move the managed system CIs into the
environment, create associated endpoints in the Maximo database, and link the
endpoints to the OMPs.

After that these post-Integration Module installation tasks are executed and all of
the software packages that are stored on the OMP systems are available for
distribution. It is possible to define the software repositories from which to pull the
packages and select a specific software image as the source for each
deployment that must be carried out.

These operations can be performed only if an Integration Module for each OMP
server from which you want to deploy software is installed. In addition, the
Discovery Library Adapter is installed for each OMP on the OMP server. For
information about downloading DLAs, see the “Installing an OMP Integration
Module” section of the Information Center:

=/com.ibm.rpm.doc_7.1/rpm/t_rpm_installing_im.html.

These tasks must be performed after Integration Module installation and each
time an OMP is added to the environment. Any OMP that is used to distribute
software must be fully integrated and synchronized with the product environment.

In our environment we used IBM Tivoli Release Process Manager V7.1.1.
Significant improvements are available with this version. One of them is the
possibility of using Tivoli Provisioning Manager not only for the software
distribution functionality provided with the software package editor interface, but
also for supporting all logical device operations (LDOs). Another improvement
available from Version 7.1.1 is the presence of three new built-in job plans that
are available in the Release Process Manager component, service catalog for
the Service Request Manager component and Change Management
component. Each job plan contains nested activity-level job plans. To view, for
example, job plans for release, from the main CCMDB menu select Go To →
Planning → job plans, then filter with PMREL. See Figure 6-6 on page 161.


Figure 6-6 Release activity-level job plans

The product installation can be done using either the process solution
command-line interface that is provided with CCMDB or the process solution
installation wizard.

The installation wizard covers the main installation requirements but contains a
subset of the installation operations that are available in the CLI program. The
process solution command-line interface is useful, for example, when an
unattended or silent installation is performed.

6.3 The release process
In Chapter 5, “Scenario 1: Incident, Problem, and Change Management” on
page 117, our scenario was about:
Identifying an incident
Classifying the incident
Creating an RFC
Accepting and assigning the RFC
Assigning a job plan
Accessing the change
Authorizing the change
Implementing the change

Start from incident identification, then RFC creation starts a change that has an
emergency flow. At the same time a new change is identified that requires us to
implement a DB2 fix pack that resolves performance problems that arise on the
payroll systems.

Release Process Manager V7.1.1 supports a release process that is closely
aligned with the process defined in ITIL and ITUP processes.


The follow example is of a release process where the main phases are:
1. Plan.
After a new release is created, you determine which changes will go into the
release. Multiple changes can be added to a release. When you add a
change to a release, the source and target configuration items for the change
are also associated with the release. An impact analysis identifies
dependencies that might affect additional related CIs across the data center.
A basic task list is defined. You can apply a job plan that contains activities
and tasks that meet the requirements of the release. Certain activities might
be empty at this stage. For example, detailed rollout tasks are defined during
the plan rollout phase. The overall structure of the release plan is the final
goal of this stage.
2. Design and build.
The installation scripts and packages to be deployed are designed and
created during this phase. The software is not created, but it is packaged for
deployment. Installation scripts and mechanisms, communication and
education plans, and backout procedures are also developed.
3. Test and accept.
During this phase, the release package is tested to ensure that is free of
errors, and the release is reviewed to determine whether it can be accepted
for deployment. Copies of the package are added to the Definitive Software
Library. The Definitive Hardware Store is used for any hardware that is
needed for deployment.
4. Plan rollout.
Detailed plans, including release dates and deliverables, are created for
rolling out the release to each site. For each site, delivery is scheduled for any
new assets that are part of the release, and the release deployment is also
scheduled. If training is needed, it is scheduled, as are any communications
that are needed.
5. Communicate and prepare.
During this phase, you ensure that all stakeholders, users, and support
personnel are aware of the changes that will occur when the release is
deployed. To ensure that a site is ready for a release, you might schedule
site-specific testing, system shutdowns, reminders about the release, and so
on.
6. Distribute and install.
This is the phase where the distribution and installation occur. With CCMDB it
is possible to verify the status of CIs that will be targets of release operations.
If the component used for release deployment is Tivoli Provisioning Manager
or Tivoli Provisioning Manager for Software, the release delivery can be the


deployment of a Logical Device Operation (LDO) or a software distribution
package. If the component used for release deployment is Tivoli Configuration
Manager, then the release delivery is a Software Distribution Package.

Figure 6-7 shows the release process.

Figure 6-7 Release process

Creating a release
To create a release, it is necessary to specify some attributes, such as its
classification, the type and scope of the release, the CIs that are source and
target of the release, and so on.
1. To create a new release, from the CCMDB menu select Go To → Release →
Releases.
2. Inside the release application choose the number button (#) on the right of
Select Action window.
3. Add a short description of the release details in the Summary field.


4. Add a description in the Release Type field (Figure 6-8).

Figure 6-8 Releases application

5. Select Classification → Classify and you will see the classification tree,
where it is possible to choose the classification value that best describes this
release. We select Classification changesSoftwareServer (Figure 6-9).

Figure 6-9 Classification tree

Autonumber setup information
In this section we see that every time an activity is created the prefix is T. When a
change is created the prefix is C. When a release is created the prefix is R. This
is the default customization of CCMDB. It can be changed based on your
requirements and new prefixes can be added.

To do this select GoTo → Administration → Organizations.


In the Organizations panel select the Organization tab then choose Select
Action → Autonumber Setup. Four options are now available:
System Level
Set Level
Organization Level
Site Level

Selecting Organization Level shows the autonumber name, the seed, and the
prefix that are used. We can see the default prefixes for ACTIVITINUM,
CHANGENUM, and RELEASENUM. See Figure 6-10.

Figure 6-10 Organization Level prefixes

6.4 Change and release process interaction
The release process makes changes to one or more configuration items and CI
changes are managed through the Change Management process.

The Change Management process and the Release Management process are
tightly integrated.


Often simple changes are not associated with releases. For complex changes,
such as a large-scale software deployment. The release process guarantees an
ordered, , and auditable change.

A release must be associated with one or more approved changes. A change
that is associated with a release cannot be completed until the release is
completed.

Multiple changes can be associated with a release, but a change cannot be
associated with more than one release.

Several operations are used to associate changes with a release. For example, it
is possible create a change from within a release to handle CI changes that the
release is planned to make. Additionally, a Change Manager can add approved
changes to a release from within the changes application. This operation
generates an add change to release request. An add change to release request
can be accepted either within the releases application or from the ISM Request
application. The request can also be rejected, and changes can be removed from
a release.

The operations that are used to associate changes with a release are:
Creating a RFC from a release
This task can be used to create a Request for Change (RFC) from a release.
When an RFC is created from a release, it is necessary to specify the RFC
completion date that is required by the release. It is also required to specify
any other information that defines the requested change.
Adding changes to a release
This task is used to request that one or more scheduled changes are added
to a release. If an existing release is defined so that it can accommodate the
change, you can specify this release. Otherwise, the change can be made
available to any release.
Responding to add change requests
When a request is made to add one or more changes to a release, the
requests are available for acceptance or rejection from within the releases
application. If the request is to add the change to a specific release, the
release owner of that release is notified, and he accepts or rejects the
request. If the request makes the change available for any release, all release
owners are notified, and one of them accepts the task of accepting or
rejecting the request.


Removing changes from a release
It is possible to remove changes from a release in two ways:
– From the change that has been added to the release
– From the release to which the change was added
When a change that was previously added to a release is removed, all of the
configuration items or software packages that are associated with the change
are also removed from the release.
Responding to a remove change request
When requests to remove changes from a release are submitted, the
requests are available for acceptance or rejection from within the releases
application. When a remove change request is accepted, the configuration
items associated with the change are no longer associated with the release.
When a request is rejected, the CIs retain their association with the release.
Transferring a change to another release
The Transfer Change to another Release dialog box is used to transfer one or
more changes that are assigned to a release to a different release. It is
possible to transfer a change to another release because the currently
assigned release has been cancelled because another release is more
appropriate for a change.
Using process requests for change and release interaction
Rather than using the change and release applications, it is possible to
submit requests through the process requests application to add a change to
a release or remove a change from a release. After one of these requests is
submitted, the request is evaluated by a release owner and either accepted or
rejected.

Example: Creating a RFC from a release
An RFC is requested from a release when the release requires changes to the IT
environment. For example, memory must often be upgraded before a release can
be deployed to an application server.

To create an RFC from a release:
1. If it is not already done, it is necessary perform these steps to open the
Release that requires the RFC:
a. Select GoTo → Release → Releases to go to the releases application.
b. Select Release to display a list of the releases that are defined in you
environment.
c. Select the number of the release that requires the RFC.


2. Select Create → Process Request from the Select Action menu to open the
process request application (Figure 6-11).

Figure 6-11 Creating a RFC from a release

3. Select the New Request icon number sign (#) and specify the following
information to define the new process request:
a. Type a short description of the requested change in the description field.
The description should clearly identify the needed change so that other
users can easily identity what is requested.
b. Select the Process Manager Type field, select Classify, and click the
blue box beside the classification value that best described the purpose of
the request. The Classification and Class Description fields are populated
based on the selection, and any attributes associated with the
classification are displayed in the Classification Attributes section.
Optionally, specific information can be entered to define the attributes.


c. Enter values in other optional fields as appropriate, then save the process
request. See Figure 6-12.

Figure 6-12 A request for change created from release


Example: Add a change to a release
This example shows how starting from the Changes panel we choose Select
Action → Release Requests. As shown in Figure 6-13, available menus are:
Add a specific Release
Make available for any Release
Remove from Release
Cancel outstanding Requests

Figure 6-13 Available menus


We choose to add this change to a specific release, R1008, so by going to the
Releases panel and selecting R1008 it is possible to see that release R1008 has,
for changes associated to the release, the change number 1087 (Figure 6-14).

Figure 6-14 Changes implemented by release

6.5 Scenario: Fix pack deployment
Starting from the scenario in 5.3, “Emergency Request for Change (RFC)
scenario” on page 120, during the investigate and diagnose phase two RFCs are
opened:
An emergency RFC
A normal RFC


The normal RFC follows the path shown in Figure 6-15.

Accept Change
Assess the Change Add Change to Release
In Release
[Change Analyst Role] [ Change Manager Role]
[Release Owner Role]

Release Plan
Close Release Deploy Software
- Job Plan -
[Release Manager Role] [Release Deployer Role]
[Release Owner Role]

Close Change
[Change Manager Role]

Figure 6-15 Flowchart of release process

In our scenario the change assessment is done by the change analyst. When
approved, the change is added by the change manager to a release. The change
in release is accepted by the release owner who defines a release plan. The
software deployment is executed by the release deployer. After the release has
been applied the release is closed by the release manager, then the change is
closed by the change manager.

In the previous scenario the change was created by the change analyst (in our
environment George Bednorz of the group PMCHANGEANALYST), then it was
approved by Gerd Binnig (he is the change approver of group
PMCHANGEAPPROVER). These steps were detailed in Chapter 5, “Scenario 1:
Incident, Problem, and Change Management” on page 117.


After the change is approved it is assigned to the change owner. In our
environment the change owner is Homer Simpson (the group is
PMCHANGEOWNER). When Homer logs on toStart Center the SmartCenter he
can see that a change was assigned to him. (When logged into the Start Center
select List View in the All my active Changes window. Otherwise, the graphical
view is displayed.) See Figure 6-16.

Figure 6-16 Start Center view of the change owner

When Homer logs on to Start Center he sees that there is change 1039 assigned
to him that is related to a DB2 fix pack that must be installed on payroll systems.

As the change owner, Homer recognizes that a typical release process operation
must be implemented. Adding the change to a release is required.

This scenario needs some configuration steps in the change process to have all
authorization phases defined before the process is implemented. So what is
required is the definition of a job plan and the creation of nested job plans. A
sequence is also created, so only when all nested job plans are completed is
master job plan also completed.


Figure 6-17 shows the parent job and nested job plans. During the environment
preparation the status was in draft mode. When the configuration is complete the
status of the job plan and its nested job plans must be set to active (Figure 6-17).

Figure 6-17 Job plan and nested job plans

For the change process the following job plan and nested job plans have been
created (CHGREL):
CHGREL-F1
CHGREL-F2
CHGREL-F3
CHGREL-F4
CHGREL-F5

The main job plan manages the overall process through the nested job plans.
The phases are:
1. CHGREL-F1: Assessment
2. CHGREL-F2: Approval
3. CHGREL-F3: Schedule
4. CHGREL-F4: Implementation
5. CHGREL-F5: Post implementation review

Every nested job plan contains tasks necessary for phase completion. For
example, for CHGREL-F1 three different tasks are defined:
Preliminary assessment.
Assess business impact.
Update change progress to release.

For every task defined, the owner (and when available the flow action and the
assisted workflow) is copied directly to the next application window.


When a predecessor is defined (such as for the update change progress to
assessed task), it means that the predecessor must be completed first, so the
next task goes to the inprogress state. See Figure 6-18.

Figure 6-18 Nested job plan CHGREL-F1


Figure 6-19 shows the nested job plan CHGREL-F4 where at “wait for release
tasks to be completed” task starts an escalation process.

Figure 6-19 Nested job plan CHGREL-F4

The Release Process Manager provides five different predefined escalation
processes. Theses can be accessed by selecting GoTo → System
Configuration → Platform Configuration → Escalations.

We focus now on the release part of the process. We provide examples showing
the interaction between change and release and how a change can be added to
a release.

An add change to release request is typically generated when a change is too
complex to be managed through Change Management alone. For example, a
change might encompass numerous workstations that are to receive a major
software update. These kind of changes are best accomplished through a
planned release process.

If the change is added to a specific release, the owner of that release is notified.
If the change is made available for all releases then all release owners are
notified. Then the request is evaluated by a release owner and either accepted or
rejected. If the change is available for any release and no current release


satisfies the requirements of the change, a release owner can create a new
release to handle the change.

The change owner Homer assigns the release to Andrew Fire, who is the release
deployer. See Figure 6-20.

Figure 6-20 Change assignment to release

When Andrew Fire logs onto the SmartCenter he finds that a release has been
assigned to him, as shown in Figure 6-21.

Figure 6-21 SmartCenter of Andrew Fire (release deployer)


In Figure 6-21 on page 177 we can see in detail which is the CI associated with
the change.

Figure 6-22 The release content, the CI number, the source CI

Deployment phase
The deployment of the release is executed through the page GoTo →
Release → Deployments. From this window, the deployer of the release (in our
environment, Andrew Fire) can deploy the software package (or LDO if TPM is
used) on release targets.

In the Deployment window it is shown that the address of the Web services used
to communicate with the Operational Management product in our configuration is
TPM.

The connection to TPM is done through the following Web services:

ibm-cdm:///CDMMSS/Hostname=tpm.demo.tivoli.com+ManufacturerName=IBM+
ProductName=IBM Tivoli Provisioning Manager

In the same panel the OMP manufacturer name, the OMP version, the OMP host
name, and the OMP product name are defined.

In the source information the CI name identifies the software package that will be
installed on release targets, its description, and the definition of the Definitive
Software Library.


In the target information fields the information related to targets is displayed. In
our test environment only TARGET 23992 was available. In a release production
environment, target information will include all the systems that are targets for the
release process. See Figure 6-23.

Figure 6-23 Deployment of the fix pack

At the bottom of the window the following functional buttons are available:
Launch to Deploy: Launches the TPM or TCM Web client for that deployment
Deploy: Kicks off a new deployment (This is an asynchronous call.)
Launch to Status: Launches to the deployment application showing the status
of the deployment
Get Status: Makes a call to TPM or TCM to get the current deployment status
and plugs it in the deployment status field in the deployment application
Test Connection: Executes the test connection LMO and displays whether the
TPM/TCM connection is successful

CCMDB makes available the launch-in-context (LIC) option that permits at any
time the direct connection to displays of different components. In our
environment the LIC is configured for TADDM, TPM, and TBSM. The Launch in


Context panel is available by selecting Goto → System Configuration →
Platform Configuration → Launch in Context.

For TPM two LICs are available:
PMRELGETSWDISTSTATUS: Launch to status on TPM.
PMRELOPSSTATUS: Launch to TPM LDO status.

Figure 6-24 shows the status of TPM software distributions and LDOs.

Figure 6-24 Launch in Context for TPM software distribution get status

The deploy action started the software distribution on the OMP system (in our
environment, the Tivoli Provisioning Manager). The results of the software
distribution are available in the CCMDB or directly on the TPM URL address by
selecting Automation → Workflow Status, as shown Figure 6-25.

Figure 6-25 Distribution status on Tivoli Provisioning Manager

Escalations
Escalations enable you to automatically monitor critical steps in a change
process. escalations ensure that critical tasks are completed on time, change the
status of a record, or change the owner of a record.


The escalation process works in the background. The escalation PMCHREL is
scheduled every hour and verifies whether the release deployment is completed.
When this happens, the release status changes to COMP and the
wait-for-release task also changes to the COMP status. The change that
generated the release has a relationship with the release. This means that when
the release is completed the change is closed.

The escalation time should be accurately set up to avoid the problem that arises
when the default time for the associated escalations is set to a time period that is
longer than appropriate.

The three escalations that affect wait-for-release tasks are PMCHGREL,
PMCHGWAIT, and PMRELWOSTA.

Escalations panel selection is through GoTo → System Configuration →
Platform Configuration → Escalations. See Figure 6-26.

Figure 6-26 Escalations


7

Chapter 7. Scenario 3: Process level
integration with an external
Service Desk system
The scenario described in this chapter shows the integration of IBM Service
Management products with an external Service Desk system such as HP
OpenView ServiceCenter. The rationale behind this scenario is that there are
some organizations with a Service Desk system installed already, probably due
to merger & acquisitions or some other historical decisions. Nevertheless, they
would like to integrate the existing Service Desk system with the Tivoli Service
Management products for the rich functionality and more automation.

This chapter has the following sections:
“Scenario details” on page 184
“Implementing the ITM/Omnibus/HP ServiceCenter Integration” on page 186
“Implementing the CCMDB and HP ServiceCenter integration” on page 197


7.1 Scenario introduction
One of the challenges in today’s IT environment is to integrate between systems.
It is not a question to have integration, but question is how can we integrate, to
what and how easily. Integration leads to less data redundancy, increases
functionality of the IT system and makes process management more easy to
handle- having whole picture of the process we can make right decisions - in
opposite to knowing only about “your part” in it.

We have identified three models of integration: User interface integration, data
integration and process integration. User interface integration, also called
launch-in-context, is all about launching the user interface of other applications
from the IBM Service Management (ISM) application user interface within
context. Data integration is about moving it between IT environments so we can
use the same data in many places where process integration is about using
different tools to encapsulate the whole process and using the same data. We
want to benefit from different tools and different functionality to improve decision
making process and reduce cost of implementing new functionalities by reusing
already created ones. In our case, we will deal with processes like Incident
Management, Change Management, Release Management, etc. We will show
Tivoli process automation engine capabilities to integrate with systems like IBM
Netcool, HP Service Center, Change and Configuration Management Database
(CCMDB) and TSRM to demonstrate process flow from discovering a problem
using monitoring tools to releasing a fix pack. We will demonstrate different
approaches to integration by using core integration functionality delivered with
CCMDB, called Integration Framework, know also as Maximo Enterprise Adapter
(MEA), as well as using Tivoli Directory Integrator as a general solution when
integrating process on data level.

For more information about different levels of integration with IBM Service
Management products, see 2.3.2, “Integration categories” on page 51.

7.2 Scenario details
For this scenario, the following products are used:
IBM Tivoli Monitoring (ITM) V6.1 is used for infrastructure resources
monitoring.
IBM Tivoli Netcool/Omnibus (Omnibus) V7.1 is used for Event Management.
IBM Tivoli Business Services Manager (TBSM) V4.1 is used for business
level monitoring.


IBM Tivoli Netcool/Omnibus gateway for HP ServiceCenter V6.0 is used as
the integration tool to automate the generation/update of ticket in HP Service
Center base on the status from Omnibus.
IBM Tivoli Change and Configuration Management Database (CCMDB)
V7.1.1 is used for change and Configuration Management.
HP OpenView ServiceCenter (HP/SC) V6.1 is used for Service Desk.
IBM Tivoli Directory Integrator (TDI) V6.1.1 is used as the integration tool for
synchronizing the change records between CCMDB and HP OpenView
ServiceCenter.

Process flow
Refer to the Figure 7-1, the process flow of this scenario is described as below.
Please note that some steps as shown by the boxes below the dotted line are
fully automated, and does not require human intervention.

Analyze the ticket
and decides to
create a problem
Incident Analyst in HP/SC

Investigate the problem
Review and close
and decides to
the problem
raise a RFC
in HP/SC
in HP/SC
Problem Owner

The Change is
approved, processed and
closed in CCMDB

Change-related roles

Tools/automated

Detect a problem Create an incident Propagate the Update the status of
situation ticket in HP/SC Change to CCMDB Change to HP/SC
(ITM) (Omnibus GW) (TDI) (TDI)

Close the
Send alert to Send alert to problem-related
Netcool/Omnibus TBSM Incidents
(ITM) (Omnibus) (HP/SC)

Figure 7-1 Process flow for integration with external Service Desk system

Chapter 7. Scenario 3: Process level integration with an external Service Desk system 185

The process is:
1. ITM detects a problem, for example CPU utilization is too high for the
business application server.
2. ITM sends an alert to Netcool/Omnibus.
3. Netcool/Omnibus sends an alert to TBSM.
4. Netcool/Omnibus also creates an incident ticket in HP/SC via the
Netcool/Omnibus gateway for HP ServiceCenter.
5. After analysis of the incident ticket, the incident analyst decides to create a
problem in HP SC.
6. After investigation of the problem, the problem owner raises a
Request-for-Change (RFC) in HP/SC.
7. The RFC is propagated to the CCMDB as a Change via the TDI Assembly
Line.
8. The Change is approved, processed and closed in CCMDB.

Note: To avoid duplication with previous sections in this chapter, this is
shown as a compound process here. Please refer to scenarios 1 and 2 for
how this can be done.

9. The status of the Change is updated to HP/SC via TDI.
10.After reviewing the Change is closed, the problem owner close the problem in
HP/SC.
11.The incident ticket in HP/SC is closed after the close of the problem.

7.3 Implementing the ITM/Omnibus/HP ServiceCenter
Integration
In this section, we will explain the integration in our laboratory environment
between IBM Tivoli Monitoring (ITM), Netcool/Omnibus and HP ServiceCenter.
In the ITSO laboratory we installed TBSM 4.1 instead of just Netcool Omnibus on
its own.


7.3.1 Integration environment
We have five servers in our integration environment for this scenario (Figure 7-2
on page 188):
Server A is a MS Windows-based server running DB2 UDB Enterprise Server
8.2 and the ITM DB2 agent software.
Server B is a MS Windows-based server running ITM 6.2 and Tivoli EIF
Probe from the TBSM 4.1 installation images.
Server C is a MS Windows-based server running TBSM 4.1 and Netcool
Omnibus 7.1.
Server D is a RedHat Linux-based server running the Netcool HP
ServiceCenter Gateway program.
Server E is a MS Windows-based server running the HP ServiceCenter
server.

Note: The Netcool HP ServiceCenter Gateway program is not supported
on the Windows platform. Solaris™, AIX, HP-UX, and Linux are supported.


Figure 7-2 ITM and Netcool Omnibus environment

To implement the integration solution:
1. Read the installation documentation that comes with the integration solution.
2. Check that the prerequisites are met.
3. Acquire the information required on the planning worksheet.
4. Install and configure ITM 6.x (TEMS/TEPS) (server B).
5. Install and configure ITM 6.x DB2 Monitoring Agent (server A).
6. Create a DB2 monitoring situation in ITM (server B).
7. Install and configure TBSM 4.x or Netcool Omnibus (server C).
8. Install and configure Tivoli EIF Probe (server B).


9. Install and configure Netcool HP ServiceCenter Gateway (server D).
10.Configure HP ServiceCenter for integration with Netcool Omnibus Gateway
(server E).

Note: TBSM does not have to be installed. You could install Netcool
Omnibus on its own to achieve the same result.

For a much more detailed explanation of the integration between ITM and
Omnibus, refer to the IBM Tivoli Monitoring 6.x Installation and Setup Guide:

http://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/topic/com.ibm.i
tm.doc_6.2.fp1/itm_install.htm

In the following sections we provide more details about steps 6 and 8.

7.3.3 Create DB2 monitoring situation in ITM
In this step you must define a new ITM situation to monitor DB2. To do this:
1. Log in to the Tivoli Enterprise Portal as user SYSADMIN.
2. Click the Situation Editor icon. Within the Situation Editor click the Create new
situation icon.
3. Create a new DB2 situation using the example shown in Figure 7-3.

Figure 7-3 Create new DB2 situation

Note: We used the Windows OS monitored application. Use the operating
system running DB2 in your environment.


Click OK when done.
4. Select the conditions for this situation. We selected the NT Process attribute
group and % Processor Time and Process Name attribute items, as shown
in Figure 7-4.

Figure 7-4 Situation condition

Click OK when done. You are now presented with the main situation editor
panel.
5. Drag the Process Name attribute so that it is now the first column in the
formula.


6. Configure the situation using Table 7-1 for a reference.

Table 7-1 Situation configuration data
Situation tab Parameter Example value

Formula Process Name = db2syscs.exe

%Processor Time > 65

Sampling Interval 1 minute

Run at Startup Checked

Distribution Assigned Primary:CAIRO:NT

Expert Advice Text or Advice Location DB2 process is consuming
high CPU time

EIF Forward Events to EIF Checked
Receiver

EIF Severity Critical

EIF Receivers <Default EIF Receiver>

The DB2 high CPU situation should now be similar to ours, as shown in
Figure 7-5.

Figure 7-5 DB2 high CPU process situation


7. Click Apply, then OK.
8. Start the DB2 High CPU Process situation. To do this right-click the situation
and select Start Situation to being monitoring this resource.

7.3.4 Configuring ITM for Tivoli EIF Probe
In this book we do not explain the installation of the Tivoli EIF Probe. Refer to the
TBSM installation guide for the version that you are using for instructions on
installing the probe. In this section we explain how to configure ITM for the Tivoli
EIF Probe.

Refer to the latest Tivoli Business Service Manager Installation Guide at time of
writing that explains the installation procedure:
http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=
/com.ibm.tivoli.itbsm.doc/installguide/bsmi_t_installing_eif_probe.html

Before you begin ensure that the Tivoli EIF Probe service is running and
configured to listen on the default port 5530.


To configure ITM to send events to Netcool Omnibus via the Tivoli EIF Probe, as
shown in Figure 7-6:
1. Run the Manage Tivoli Monitoring Services program. To do this for MS
Windows, as in our case, run Start → All Programs → IBM Tivoli
Monitoring → Manage Tivoli Monitoring Services.
2. Right-click over the Tivoli Enterprise Monitoring Server object and select
Reconfigure from the list of menu options.
3. Check the Tivoli Event Integration Facility option, as shown in Figure 7-6.

Figure 7-6 TEMS configuration

4. Click OK to continue.
5. In the Hub TEMS Configuration window, click OK.


6. You will now be presented with the Event Server window. Enter the host name
of the TBSM/Netcool Omnibus server and the Tivoli EIF Probe listening port.
The default port is 5530, as shown in Figure 7-7.

Figure 7-7 Event Server Configuration window

7. Click OK when done.
8. Restart the Tivoli Enterprise Monitoring Server to reflect the changes made.
Reconfiguring the TEMS causes the service to stop.

7.3.5 Implementing Omnibus to HP ServiceCenter Integration
Before you begin this part of the scenario, ensure that the following components
are running:
DB2 High CPU Process situation
ITM 6.2 TEMS/TEPS server
Tivoli EIF Probe service
TBSM or Netcool/Omnibus server


We received the event shown in Figure 7-8 in Netcool verifying that ITM sent the
event to Omnibus via the Tivoli EIF Probe.

Figure 7-8 Omnibus event list

To complete the integration between Netcool/Omnibus and HP ServiceCenter for
the purposes of creating an incident:
1. Verify that all software requirements have been met.
– Netcool Omnibus version
– HP ServiceCenter version
2. Create an operator named Omnibus in HP ServiceCenter.
3. Install and configure the Netcool/Omnibus HP ServiceCenter Gateway
program on a supported platform. We used RedHat Linux in the ITSO
laboratory for this purpose.
4. Create a gateway configuration G_PEREGRINE.conf file in the
$OMNIHOME/etc directory.


Figure 7-9 shows a configuration file complete with gateway commands.

Figure 7-9 HP ServiceCenter Gateway configuration file

5. Create a gateway conversion table according to your needs.
6. Edit gateway action SQL files according to your needs.
7. Register HP ServiceCenter event types.
8. Create HP ServiceCenter mappings.
9. Configure HP ServiceCenter format control subroutines.

Refer to the following Netcool/Omnibus Gateway HP Openview ServiceCenter
Reference Guide for an in-depth overview of the installation procedure and
integration:
http://publib.boulder.ibm.com/infocenter/tivihelp/v8r1/topic/com.ibm.
netcool_OMNIbus.doc/hpscgw-pdf.pdf


7.4 Implementing the CCMDB and HP ServiceCenter
integration
In this section we explain how we implemented the CCMDB and HP
ServiceCenter integration in our laboratory environment. For a detailed
explanation of the technical concepts behind this, refer to the Integration Guide
for IBM Tivoli Service Request Manager V7.1, SG24-7580.

7.4.1 Integration environment
We have three servers in our integration environment (Figure 7-10 on page 198):
Server A is a Linux-based server running the CCMDB and all middleware
applications.
Server B is an MS Windows-based server running the HP ServiceCenter
server and client applications. HP Service Center Web Services also run on
this server.
Server C is a MS Windows-based server to run the TDI Config Editor.

Note: We run the TDI assembly lines interactively through the TDI Config
Editor for the ease of control and problem determination. TDI provides the
mechanism to run the TDI assembly lines as batch and auto-started tasks
easily.


Server C / Windows O/S
(Name: CAIRO, IP: 9.3.4.232) Server A / Linus O/S
(Name: BRUGE, IP: 9.3.4.164)
Tivoli Directory Integrator Create

Web Services Integration
Change

Integration Object
CONNECTOR
SRM

(M E A)
CCMDB
V7.1.1

CONNECTOR Update
HP-Peregrine / Remedy Change

Change

Change
Update
Create

Web Services Integration

HP ServiceCenter
Server
V6.1

Server B / Windows O/S
(Name: BERLIN, IP: 9.3.5.61)
Figure 7-10 CCMDB and HP ServiceCenter Integration environment

7.4.2 Integration solution
TDI installation files and the HP ServiceCenter integration solution (in the form of
a zip file) are shipped with the Tivoli Service Request Manager V7.1. If you have
the CCMDB installation CD only, you can look for the integration solution on the
IBM Tivoli Open Process Automation Library (OPAL) Web site at:

The integration solution is not part of CCMDB or Tivoli Service Request
Manager. The integration solution is just an example, with limited features and
data fields, to demonstrate the capability of TDI in integrating CCMDB and HP
ServiceCenter. Enhancement of the sample solution to support a production
rollout would normally require services from IBM unless you have deep
knowledge on CCMDB, HP ServiceCenter, and TDI.


To do to implement the integration solution:
1. Read the installation documentation that comes with the integration solution.
2. Check whether the prerequisites are met.
3. Acquire the information required on the planning worksheet.
4. Install the Service Desk integration solution on CCMDB.
5. Configure the HP ServiceCenter.
6. Configure the Tivoli Directory Integrator.
7. Configure the application designer in CCMDB (optional).
8. Read the documentation to understand the assembly lines included in the
integration solution.
9. Run the assembly lines.

In the following sections we provide more details about steps 4 to 7.

Install the Service Desk integration solution on CCMDB
In this step we change the CCMDB database and application. We recommend
doing a backup of your middleware servers and the CCMDB administration
workstation (a MS Windows-based workstation) before you start this step.
Perform the tasks listed in Table 7-2.

Table 7-2 Tasks to perform
No. Tasks Notes

1 Install the Maximo Enterprise Adapter (MEA) If you have installed Tivoli Service Request
and any other process solution included in Manager, the MEA will be installed already.
the integration solution.
We recommend using the Process Solution
Installation wizard on the CCMDB administration
workstation to install the MEA and process
solution because the wizard will perform validation
before installation and it automates some steps in
the installation. But if you are not using the
CCMDB administration workstation for
installation, you can still use the installation
command-line interface (CLI).


No. Tasks Notes

2 Change the system properties. You will update the system properties through the
Web user interface. After you log on as Maximo
administrator, click Go To → System
Configuration → Platform Configuration →
System Properties. You will need to check or
update the global value of the global properties.
After your update, click Save, then Live Refresh.
Refer to Figure 5-3 on page 121.

3 Generate XML schemas. You must navigate to the object structures
application by clicking Go To → Integration →
Object Structures, then select the Generate
Schema/View HTML action. Refer to Figure 7-12
on page 201.

4 Update launch-in-context entries. Updating launch-in-context (LIC) entries is an
optional task. It is only needed if you want to
launch HP ServiceCenter in the CCMDB
application. Also, after you have created the LIC
entries, you must use the application designer
application to change the user interface of the
CCMDB application to use the new LIC entries.

5 Verify configuration. Make sure that you have verified the configuration
before you proceed. It is difficult to perform
problem diagnosis if you have not done the
installation correctly.


Save Live Refresh
button button

Figure 7-11 System Properties

Figure 7-12 Object Structures


Configure the HP ServiceCenter
In this step perform the following tasks:
1. Set up the Web services server.
2. Create new fields.
3. Add Web services API database attributes.
4. Implement launch-in-context (optional).
5. Verify the creation and publishing of new fields.

After you have done the above tasks, you can view the WSDL files by typing the
following text in browser:
http://<PEREGRINE_SERVER_HOSTNAME>:<PEREGRINE_SERVER_PORT>/<WSDL_FILENA
ME>

For example:
http://9.3.5.61:12670/IncidentManagement.wsdl

Configure the Tivoli Directory Integrator
In this step perform the following tasks:
1. Install the Maximo connectors.
2. Install the Peregrine connectors.
3. Install the assembly lines.
4. Configure the mxe.properties file.

Note: The integration solution uses a common properties file to store the
default properties. You can use the TDI config editor to update the
properties file:
1. Start the TDI config editor.
2. Open a TDI assembly line.
a. Select File → Open.
b. Chose an assembly line file, for example, C:TDIworkmxe.xml.
c. Click Open.
3. Set the properties.
a. In the navigation menu on the left hand side, click Properties.
b. Select MXE from the Property Stores list (Figure 7-13 on page 203).
c. Edit the properties value by double-clicking the Value field for each
of the properties.
4. Select File → Save.
5. Select File → Quit.


Figure 7-13 TDI property stores

Table 7-3 MXE Properties store in TDI
Property Default value Properties as per Record your values
integration environment

config.peregrine.pass Provide HP ServiceCenter
word user password for
authentication.

config.peregrine.server 12700 Provide HP Service Desk port
.port number.

config.peregrine.server http://<server IP> Provide Peregrine URL, for
.url example, http://9.3.5.56.

config.peregrine.user, falcon Provide HP Service Desk
value user name for authentication.

default.last.execution. 2008-01-01T06:00 Auto populated.
date.Maximo_ESD :00+00:00



default.maximo. TRUE DEFAULT.
authentication.
required

default.maximo. PCALL DEFAULT.
callSystemId, value

default.maximo.error.e FALSE DEFAULT.
xcedent.size

default.maximo PINC Provide value Maximo
.incidentSystemId Incident System ID.

default.maximo.owner EXT_SD Provide value of owner ID,
which should be a valid ID in
person records.

default.maximo.owner. G_EXT_SD Provide value of owner group
group ID, which should be a valid ID
in person groups records.

default.maximo Provide user password for
.password authentication.

default.maximo. PPRO DEFAULT.
problemSystemId

default.maximo.siteid BEDFORD Provide site ID for the tickets.

default.maximo.url http://<Server Provide CCMDB application
name or ID>:<por URL with port number, for
number> example,
http://9.3.4.164:9080.

default.maximo.user maxadmin Use maxadmin as default or
provide an integration user,
which would be used for the
activity.

default.maximo.xml. TRUE DEFAULT.
character.validation

default.peregrine. DEFAULT DEFAULT.
assignment.group

default.peregrine. other DEFAULT.
category



default.peregrine. FALCON, Provide Peregrine user for the
contact JENNIFER contact.

default.peregrine. DEFAULT Provide Peregrine incident
incident.assignment. assignment group.
group

default.peregrine. other DEFAULT.
incident.category

default.peregrine. Advice & Provide Peregrine incident
incident.closure.code Guidance closure code.

default.peregrine. FALCON, Provide Peregrine incident
incident.contact JENNIFER contact name.

default.peregrine. None DEFAULT.
incident.problem.type

default.peregrine. None DEFAULT.
incident.product.type

default.peregrine Permanent DEFAULT.
.incident.resolution.fix.
type

default.peregrine. 5 - Very Low Provide Peregrine incident
incident.severity severity.

default.peregrine. Remote Provide Peregrine incident
incident.site.category category.

default.peregrine. Client dependent Provide Peregrine incident
incident.subcategory subcategory.

default.peregrine.owner BOB.HELPDESK Provide Peregrine process
owner, which is a valid
Peregrine user.

default.peregrine. Other Provide Peregrine problem
problem.category category.

default.peregrine. Low Provide Peregrine problem
problem.initial.impact initial impact.

default.peregrine. None Provide Peregrine problem
problem.problem.type type.



problem.product.type product type.

default.peregrine. Client dependent Provide Peregrine problem
problem.subcategory subcategory.

problem.type type.

default.peregrine. 4 - Low Provide Peregrine problem
problem.urgency urgency.

default.peregrine. 5 - Very Low Provide Peregrine problem
severity severity.

default.peregrine.site. Remote Provide Peregrine problem
category site category.

default.peregrine. Client dependent Provide Peregrine problem
subcategory subcategory.

default.problem. 4 - Low Provide Peregrine problem
urgency severity.

delete.last.execution. no DEFAULT.
date.Maximo_ESD

maximumQueueSend 10 DEFAULT.
Attempts

queueStoreINIFile pwstore_server.ini DEFAULT.

Configure the application designer
This step is optional. In our integration environment, we have modified the
WOCHANGE object in the change application to add the display of the
EXTERNALREFID attribute because the CCMDB will generate a new change
number for the change created by TDI. The EXTERNALREFID contains the
original change number in the HP ServiceCenter. Therefore, it is easier to
cross-reference the change numbers in both system.

To configure the application designer:
1. Log into CCMDB as a user with administrator permissions.
2. Click Go to → System Configuration → Platform Configuration →
Application Designer.
3. Select the application, for example, Change.


4. For safety’s sake, save the application definition now by clicking the Export
Application Definition icon. The XML of the application is displayed in a
browser. Click File → Save As to save the XML in a safe location.
5. Select the tab to add the display, for example, Change.
6. Click the Control Palette icon.
7. Drag and drop a textbox to a location where you want to display the textbox.
(What you see is what you get.)
8. Configure the textbox properties by right-clicking and selecting Properties.
9. Input the textbox properties. We input EXTERNALREFID for the attribute and
External Reference ID in for the default label.
10.Click the Save icon after exiting the text properties.


Refer to Figure 7-14.

Figure 7-14 Application designer


Run the assembly line
To run an assembly line manually:
1. Start the TDI config editor.
2. Open the assembly line file.
3. Right-click the assembly line and select Run to run an assembly line.
4. After assembly line runs successfully you go on to CCMDB to see the change
record propagated from HP ServiceCenter to CCMDB. Refer to Figure 7-15 to
see a change record propagated from HP ServiceCenter.

Figure 7-15 Change record in CCMDB


8

Chapter 8. Scenario 4: IT Service
Continuity Management
using IBM Tivoli Business
Continuity Process Manager
Tivoli Business Continuity Process Manager provides configurable processes to
plan, test, and execute IT Service Continuity, leveraging the infrastructure
provided by the Change and Configuration Management Database (CCMDB). In
this chapter we present a scenario that involves creating a recovery and test
plans and show you how IBM Tivoli Business Continuity Process Manager
(TBCPM) can be used in a real-life outage situation to restore the services.

“Scenario introduction” on page 212
“Scenario implementation” on page 212
“Conclusion” on page 233


8.1 Scenario introduction
In this scenario we show you how to create a recovery plan to capture
information about your IT infrastructure, the people, processes, and plans that
you have in place. Then we use a test plan to simulate an outage situation.
Finally, we walk through the workflow that IBM Tivoli Business Continuity
Process Manager provides to see how outage situations are handled using
TBCPM.

We assume that you have already collected the information described by
Information Technology Infrastructure Library (ITIL) for IT Service Continuity
planning. This information is needed to implement TBCPM, adapt the workflow,
and create a recovery plan.

8.2 Scenario implementation
The person in charge of creating recovery plans is the IT Service Continuity
(ITSC) manager, which is in line with the responsibilities that ITUP recommends
for supervising the continuity process. To implement:
1. Log into CCMDB with a user account that has the ITSC manager role
assigned (Figure 8-1).

Figure 8-1 Login panel


2. Figure 8-2 shows the custom Start Center for an ITSC Manager. Among other
things, it shows links to the applications provided by TBCPM:
– The recovery plan application
– The test plan application
– The work order application

Figure 8-2 Custom Start Center for an ITSC Manager

Chapter 8. Scenario 4: IT Service Continuity Management using IBM Tivoli Business Continuity Process Manager 213

3. Navigate to the recovery plan application and create a new recovery plan
(Figure 8-3).

Figure 8-3 Recovery plan application

8.2.1 Create a recovery plan with auto-approval
In this step we create a recovery plan with auto-approval.
1. Specify basic details for the recovery plan. We name it DM_REC_S, give it a
description, and specify the owner of the plan.


2. When this recovery plan is selected to provide the recovery procedure in a
real outage situation, it might be necessary to get the decision explicitly
approved. You can do this by specifying an approver role that gets the task
assignment before the actual recovery procedure can be started. For this
scenario we skip this feature, so we do not need to specify an approver role.
Instead, we enable auto approval, as shown in Figure 8-4.

Figure 8-4 DM_REC_S recovery plan


3. To speed up the process of finding the correct recovery plan in an outage
situation, the recovery plan can be associated with various objects such as
configuration items that represent business systems, disks, hardware boxes,
and so on. It can also be associated with specific locations or sites, as shown
in Figure 8-5.

Figure 8-5 Recovery plan can be associated to various objects

4. A recovery plan can be classified according to its intended use, for example,
for disk outages, or for system outages, and so on (Figure 8-6 and Figure 8-7
on page 217).

Figure 8-6 Selecting Classify


Figure 8-7 Classification

5. You can also specify recovery options that clarify what is actually done when
a disaster has been declared, as shown in Figure 8-8. Recovery options can
take the form of simple actions, complete workflows, or job plans. When using
a recovery plan in a particular situation, the set of options available is the
super-set of the options provided by the recovery plan in addition to the
actions that are supplied by the Operational Management product in the
outage event message. The recovery plan provides the execution context for
all of these options.

Figure 8-8 Specify recovery options


6. You may also want to specify communication templates for the recovery plan.
The communication templates describe who is notified with what information
at key moments such as when a disaster is declared. See Figure 8-9.

Figure 8-9 Specify communication templates for the recovery plan

7. Finally, activate and save the recovery plan, as shown in Figure 8-10.

Figure 8-10 Activate and save the recovery plan


Figure 8-11 shows that the recovery plan is active.

Figure 8-11 Recovery plan active

8.2.2 Simulate an outage scenario
When you have successfully created one or more recovery plans, you are ready
to handle outage situations. However, to test and verify that the plans are
correctly implemented and that the recovery procedures work properly, you may
want to simulate events before real events come in. To do so:
1. Navigate to the test plan application to simulate an outage message
(Figure 8-12).

Figure 8-12 Test plan application


TBCPM ships with a set of demo data that can be used for training and
demonstration purposes. Included in this demo data is a test plan named
DM_TEST1. We used this test plan for our scenario (Figure 8-13).

Figure 8-13 Select test plan


2. Also, several samples of possible trigger event messages have already been
captured. You see all available messages on the Message pool tab. We use
one of these messages—the system outage message DM_SYSTEM1—to
trigger the TBCPM workflow, as shown in Figure 8-14.

Figure 8-14 Trigger event messages

3. To run a test, a new test instance, DM_MYTEST, is created (Figure 8-15). In
the test instance, you can specify the level of simulation. In this demo, all
activities are going to be simulated, so none of the available check boxes
should be selected.

Figure 8-15 New test instance DM_MYTEST is created


4. To trigger a message, click the Send Message button and select one of the
available messages, as shown in Figure 8-16. The message is sent to
TBCPM as though it had been sent by the real infrastructure.

Figure 8-16 Send Message window

Important: Although TBCPM in its first release implemented out-of-the-box
capabilities to support Geographically Dispersed Parallel Sysplex (GDPS),
TBCPM is not restricted to nor requires GDPS. This scenario shows how a
GDPS GEO112E message triggers the TBCPM workflow. However, the
scenario could easily be adapted to any other system event or underlying
software.

As soon as TBCPM receives the message, a work order is created, then the
TBCPM workflow is initiated, and then the incoming message is automatically
parsed and evaluated. As part of the evaluation process, information is retrieved
from the message and is stored in the work order for later use. Information
retrieved in this way includes the symptom (such as system, disk, cluster outage,
and so on), the failing configuration item, if known, and the recovery options
provided by GDPS in the GEO112E message.

Based on this information, some actions are performed automatically by the
TBCPM master workflow. For example, notifications are sent out to the crisis
management team, and the task is assigned to the correct subject matter expert
based on the information retrieved from the actual message.

Based on this automatic analysis, a subsequent manual analysis step is initiated.


8.2.3 Analyze the outage
As mentioned, the ITSC analyst will have received an e-mail requesting an
outage analysis task to be performed.
1. To see what this involves, let us now log in using the pmbcmanlst account.
Figure 8-17 shows the predefined Start Center for the ITSC analyst role. As
you can see, the ITSC analyst has a task assignment in the inbox. The task
assignment is pre-filled with information that has been retrieved from the
incoming message. The details in the task assignment show that a system
outage triggered the workflow.

Figure 8-17 ITSC Analyst Start Center


2. Let us take a closer look at the work order and do some outage analysis. The
TBCPM work order application (Figure 8-18) provides specific views for the
different roles that work with it. In the current case, the analyst has access to
all information and tools necessary to determine what is impacted, what the
objectives and policies are, whether the outage represents a crisis, and so on.

Figure 8-18 Work order application


3. The integrated tools are available via a group of launch commands on the
Select Action menu, as shown in Figure 8-19.

Figure 8-19 Select Action menu

4. Furthermore, detailed queries can be performed on the originating
Operational Management product. When you click the Get Originator
Details button, a set of properties is returned reflecting the current state. See
Figure 8-20.

Figure 8-20 Queries on the originating Operational Management product


5. One of the most important pieces of information from GDPS is the freeze
policy, as shown in Figure 8-21.

Figure 8-21 Freeze policy

6. The main goal of the analysis step is to find the most appropriate recovery
plan for the current situation. Based on the information shown and more
information retrieved from the systems using the tools that are available, the
analyst process involves searching for and selecting a recovery plan. See
Figure 8-22.

Figure 8-22 Searching for and selecting a recovery plan


7. You can filter recovery plans based on information that was entered when
creating the plan (that is, during the planning phase). For example, since the
current event is a system outage, let us only show recovery plans that are
classified for system outages. See Figure 8-23.

Figure 8-23 Recovery plans that are classified for system outages

8. After selecting a plan, we need to decide on the correct recovery option. For
this scenario, we select one of the options offered by GDPS (Figure 8-24).
This option involves simply replying to the message on the operator console.
As you will see later in this scenario, this action is fully automated.

Figure 8-24 Recovery details


Figure 8-25 shows the selected recovery plan.

Figure 8-25 Selected recovery plan

9. After selecting the recovery plan and option, the analysis task is done. We
now route the workflow for further processing by selecting the Route Workflow
icon (Y shaped icon on the right-hand side of the menu in Figure 8-26).

Figure 8-26 Routing the workflow


10.Click Finish Analysis and Decide Next (Figure 8-27).

Figure 8-27 Complete Workflow Assignment

11.Click Execute Recovery Plan to start the recovery plan (Figure 8-28).

Figure 8-28 Execute Recovery Plan


8.2.4 Declare the disaster
The next role to get a task assignment is the ITSC manager, who declares the
disaster and triggers the execution of the recovery procedure.

Upon receiving an e-mail with instructions for the task that must be performed,
the ITSC manager logs into CCMDB.

Note: Typically, the ITSC manager does not need to do more than route the
workflow. This action is effectively pressing the emergency button, which
causes the recovery procedure to be started. Simultaneously, notifications and
alerts are sent out as specified in the recovery plan to inform staff and users
that their business application may not be available for a certain amount of
time.

1. We start with logging onto ITSC Manager’s Start Center. Figure 8-29 shows
ITSC Manager’s Start Center.

Figure 8-29 ITSC Manager’s Start Center


2. In general, the recovery procedure may consist of several steps including
further task assignments to subject matter experts handling specific tasks
necessary for recovery. To keep this demo simple, we assume a fully
automated recovery procedure that requires only that a reply to the GDPS
message be sent. Figure 8-30 shows the Complete Workflow Assignment
window.

Figure 8-30 Complete Workflow Assignment window

8.2.5 Verify the recovery
The results must be verified after a recovery. Therefore, after the ITSC manager
has declared a disaster and routed the workflow, the continuity provider receives
a task assignment to perform this necessary verification. The continuity provider
has the same capabilities as the ITSC Analyst and uses the information provided
in the work order together with the integrated tools to evaluate the systems and
decide whether the performed recovery procedure delivered the desired
outcome.
1. We start with logging onto the continuity provider’s Start Center.
(Figure 8-31).

Figure 8-31 Continuity provider’s Start Center


Figure 8-32 shows the details of the work order and the message text.

Figure 8-32 Work order


2. Complete the workflow, as shown in Figure 8-33.

Figure 8-33 Complete Workflow Assignment window

3. Select Close IT Service Continuity request to close the request
(Figure 8-34).

Figure 8-34 Close IT Service Continuity request

8.3 Conclusion
In summary, we have looked at how TBCPM supports the planning aspect by
capturing information and creating recovery plans and options.


TBCPM supports testing and simulation through a tailorable simulation
environment that allows you to run fire drills or training sessions without
impacting or requiring a real environment. TBCPM also assists in handling
outage situations by structuring and automating the required tasks via work
management and a recovery plan.

You can use various reporting capabilities that are provided to show the
availability of plans, the performance of recovery procedures, and much more.
Such reports and key performance indicators can be used for auditing purposes
as well as to improve existing processes.

Furthermore, detailed logs about test runs are available. Using the information
from these logs, you may, for example, monitor test runs.

In conclusion, IBM Tivoli Business Continuity Process Manager makes you better
prepared to handle disaster situations.


9

Chapter 9. Change impact assessment
This chapter describes the tools that can easily be integrated with Tivoli Service
Request Manager to assist analysts and operations staff in quickly determining
the business impact of a change request, incident, problem, or service level
violation.

We first look at the Service Management roles in which business impact analysis
is a key element, and then the essential Tivoli tools that are available for
integration with Tivoli Service Request Manager (TSRM) and Tivoli Change and
Configuration Management Database (CCMDB).

This chapter concentrates of both Tivoli Business Service Manager and Tivoli
Application Dependency Discovery Manager tools that can greatly help with
change requests and incidents.

“Impact assessment tools” on page 237
“Service Management roles” on page 237
“Tivoli Business Service Manager” on page 240
“Tivoli Application Dependency Discovery Manager” on page 253
“Business impact analysis” on page 271


9.1 Change impact assessment
Changes in a business can arise for different reasons:
Proactively, such as seeking new business opportunities
Reactively, such as fixing a software bug to resolve a problem

Regardless of the reason, all changes must be managed. Managing changes
means managing the potential risk that changes can introduce to your IT
services that support your business processes. This is called change impact
assessment or business impact assessment.

In order to perform a change impact assessment, the potential impact on the IT
services of failed changes must be considered. Information Technology
Infrastructure Library (ITIL) defines several generic questions, called the seven
Rs of Change Management, that could help as a starting point for evaluating the
impact of a change. These are:
Who raised the change?
What is the reason for the change?
What is the return required from the change?
What are the risks involved in the change?
What resources are required to deliver the change?
Who is responsible for the build, test, and implementation of the change?
What is the relationship between this change and other change?

Organizations might have different forms to use for impact assessment and the
information about who is responsibility for evaluating different types of changes
must be clearly defined, but all of this is of little value if there are no proper tools
to help determine the impact. The most important consideration is to understand
the CIs that are affected with the change and dependencies between those CIs.
In that respect, IBM Service Management products come into play. In the
following sections we show you several ways to use these tools for impact
assessment.

Important: Sometimes change impact assessment and business impact
analysis are used interchangeably, but they are different concepts. Change
impact assessment is used to assess the risks and impact of a proposed
change, whereas business impact analysis (BIA) is a component of an
organization's business continuance plan and used to reveal vulnerabilities to
critical business processes and to develop strategies to minimize this risk. In
this publication we focus on change impact assessment. See 9.6, “Business
impact analysis” on page 271, for more discussion on business impact
analysis.


9.2 Impact assessment tools
The most common integrated tools for business impact analysis that can be
leveraged by Service Management personnel include:
Tivoli Change and Configuration Management Database (CCMDB)
Tivoli Application Dependency Discovery Manager (TADDM)

Note: Note that TADDM is a prerequisite for CCMDB, but also can be
installed as a standalone product.

Tivoli Business Service Manager (TBSM)

Other related tools that can also be integrated with SRM include:
IBM Tivoli Monitoring (Tivoli Enterprise Portal)
Netcool Impact/Precision
Tivoli Provisioning Manager (Release Process Manager)

Let us first discuss Service Management roles that would typically use TBSM
and TADDM during day-to-day operations.

9.3 Service Management roles
ITIL describes various roles associated with change impact assessment. The
following are the most common roles associated with determining the impact of
an IT issue from the business perspective:
Change analyst
Incident analyst

Other Service Management roles associated with business impact include:
Problem analyst
Service level analyst

Refer to either the IBM Tivoli Unified Process or ITIL books for a more in-depth
description of all Service Management roles.

Chapter 9. Change impact assessment 237

9.3.1 Change analyst
The integration between Tivoli Service Request Manager and Tivoli impact
assessment tools can provide change analysts or change assessors with a
powerful decision-making solution when faced with requests for change (RFC)
that affect business-critical IT services.

Change analysts are generally tasked with the following responsibilities
(Figure 9-1):
Provide subject matter expertise to understand the impacts of proposed
changes.
Provide business or technical information.
Provide recommendations to change assessors.

Figure 9-1 Change analyst role

Change analysts perform various tasks to assess business impact. ITUP
describes the following tasks performed by a change analyst:
Determine impact on business operations.
Review whether the change meets business policies.
Determine the impact on business resources.
Review the business notification list.
Review the priority and impact categorization.
Analyze support and training plans.
Review the business impact of rendition.


9.3.2 Incident analyst
Incident analysts also have a vital role to play for assessing the business impact
of incidents reported. The incident analyst, being in most instances the second
line (or higher) support professional, is the subject matter expert of one or more
competency domains. This role is responsible for quickly providing a good
analysis of an incident or a solution to it in order to restore the disturbed service
as soon as possible. Incidents are typically assigned to the incident analyst by
request fulfillment. See Figure 9-2.

Figure 9-2 Incident analyst

ITUP describes the following tasks performed by an incident analyst:
Performing incident determination
Creating a workaround
Initiating a change request
Executing a workaround, if applicable
Installing a permanent fix for the incident
Executing a resolution, if applicable
Updating the incident reporting system with resolution information
Providing effective resolution to the incident in accordance with the priority
service level
Updating the closure portion of the ticket
Identifying resolved incidents as candidates for inclusion in the operational
documentation


9.4 Tivoli Business Service Manager
Tivoli Business Service Manager (TBSM) is IBM Tivoli’s premier business
Service Management solution. It takes Availability Management to the next level
by enabling IT operations and lines of business to more effectively deliver against
operational and business objectives.

Utilizing the TBSM real-time dashboards, analysts and operations staff have
visibility into the availability, performance, and integrity of critical business
services and associated key performance indicators and service level
agreements. With this real-time knowledge analysts operations staff can
prioritize their response to problems according to the greatest impact on the
business.

The TBSM console service shown in Figure 9-3 is an example equities trading
line of business service.

Figure 9-3 Equity trading TBSM LOB service view

TBSM provides several integration points that can be implemented in conjunction
with Tivoli Service Request Manager:
Incident creation (via Netcool Omnibus or Netcool Impact)
Application link within incident or change applications
– External hyperlink to TBSM Service view
– Push button to TBSM Service view


Figure 9-4 shows an example external hyperlink implemented within the
Business Assessment Results tab of a change request.

Figure 9-4 Example external hyperlink

The purpose of an external hyperlink from SRM is to quickly launch a TBSM line
of business service view from the SRM user’s Web browser. This enables the
analyst to immediately assess the impact of a change or incident against defined
IT services, on demand.


The result of selecting the TBSM hyperlink control within a change request is
shown in Figure 9-5.

Figure 9-5 Result of external hyperlink

Note: The TBSM console can be set to auto-log in and display a service view
using a defined user and password.

The Netcool Omnibus and Impact integrated solutions for SRM are available on
the Tivoli OPAL Web site:
http://www-01.ibm.com/software/brandcatalog/portal/opal/results?catalog
.catalogName=Tivoli+OPAL&catalog.searchTerms=&catalog.c=Software_IBM_
TivoliServiceRequestManager&catalog.start=0

9.4.1 Implementing the External Hyperlink Control to TBSM
This section describes how to create a new hyperlink control, in this case, for the
CHANGE application.


To create a hyperlink control that launches TBSM, the following tasks must be
completed:
1. Start the SRM Application Designer tool.
2. Edit the CHANGE application.
3. Add a new section to the CHANGE application.
4. Create a hyperlink control.
5. Configure the hyperlink control.

Note: Before you begin, verify that the TBSM host name can be reached from
a URL in your systems Web browser. For example, http://<tbsm host>:8080.

Complete the following steps:
1. Log in to SRM with a valid user such as maxadmin. You are presented with
the Start Center for this user.
2. From the Start Center select Go To → System Configuration → Platform
Configuration → Application Designer.
3. In the Application field, enter CHANGE. From the list of applications returned,
click CHANGE, as shown in Figure 9-6.

Figure 9-6 Application list


4. Within the CHANGE application, select the Impact Analysis tab, followed by
Business Assessment Results, as demonstrated in Figure 9-7.

Figure 9-7 Change application

5. From the menu bar select the Control Palette, as shown in Figure 9-8.

Figure 9-8 Control palette


You are presented with a window showing a list of available controls
(Figure 9-9).

Figure 9-9 Controls

6. Drag the Section icon to beneath where buttongroup is displayed, as shown in
Figure 9-10.

Figure 9-10 Create new section


Note: You may encounter an error if an invalid area of the panel is
selected, such as the footer.

Figure 9-11 Control error message

You should now see a new section added to the application, as shown in
Figure 9-12.

Figure 9-12 New section


7. Right-click over the new section and select Properties. Use Table 9-1 as a
guide for configuring the properties. Only the label property must be setting.

Table 9-1 Section property table
Property Value

Control ID new_section

Label Application Links

Show Border?

Collapsed?

Description

Data source ID

Business Object

Parent Data Source ID

Input Mode

Listeners

Signature Option

Sig Option Data Source ID

The new section properties should now be similar to what is shown in
Figure 9-13.

Figure 9-13 Section property window


8. Close the Section properties window and click the Save Application Definition
icon, which is located on the top menu bar.
9. Drag the Hyperlink control icon over to the new section (Figure 9-14).

Figure 9-14 Create hyperlink control

You should now see the hyperlink control displayed in the center of the
section, as shown in Table 9-2.
10.Close the Control palette.
11.Right-click over the Hyperlink control and select Properties. Configure the
properties using Table 9-2 as a reference.

Table 9-2 Hyperlink property table
Property Value

Control ID new_hyperlink_2

Label Business Service Management

Text Alignment Left


Property Value

Column

URL http://<host>:8080/portal?action=JLo
ginUser&request_url=http://<host>:80
80/portal/media-type/html/user/<user
>/page/default.psml&username=<user>&
password=<password>

Image Filename menu_icon_link.gif

Image Alignment

Separator?

CSS Classname buttongrouplabel

Access key

Control Target ID

Event Type

Event Value

Signature Option


Note: The Control ID property is automatically set by SRM.

The URL property in this example is set to automatically log in and start the
default.psml page configured for the user. For in-depth information about how
to create pages, consult the Tivoli Business Service Manager Scenarios
Guide, SC23-6043.


The Hyperlink Properties panel should now look similar to that shown in
Figure 9-15.

Figure 9-15 Hyperlink properties

12.Close the Hyperlink Properties window and click the Save Application
Definition icon to save the changes. The TBSM hyperlink control is now
created and ready to test, as shown in Figure 9-16.

Figure 9-16 Business Service Management hyperlink

13.Quit the application designer by going to your Start Center.


9.4.2 TSBM 4.2 integration possibilities
At the time of writing this book, TBSM Version 4.2 was made generally available
(GA). With this release you can further integrate with SRM to launch TBSM
service views, which leverages the new Tivoli Integrated Portal (TIP).

You can open a service directly from a URL, using this URL format:
https://tipserver:port/ibm/action/launch?pageID=unique page id

You can access information about service availability and service administration.
When entering the URL, you must specify the name of the service, not the
display name.

To open a service using a URL:
1. Enter a URL using the following format:
https://tipserver:port/ibm/action/launch?pageID=unique page id
Where TIPserver and port specify the location of the TBSM server that you
want to access and unique page id is one of the following:
– com.ibm.tbsm.navigationElement.desktop (This opens the Service
Availability page.)
– com.ibm.tbsm.navigationElement.serviceAdmin (This opens the Service
Administration page.)
2. Include one or more of the following parameters on the URL:
– &Service InstanceID
– &Service InstanceName
– &ManagedSystemName
– &Guid
– &MSSName (required)
– &SourceToken (required)
– &CDMClass (optional with &MSSName and &SourceToken, but
recommended)

These parameters are searched for in the order listed. The first parameter that is
found is used for context reference, and the remainder are ignored.


In addition, the Service Availability page supports the &View parameter, which
enables the view definition that is used in the service viewer to be changed from
the default. This parameter can have the value BusinessImpact or
BusinessImpactAll. For example:
https://intwin4.tivlab.raleigh.ibm.com:16316/ibm/action/launch?pageID=com.
ibm.tbsm.navigationElement.desktop&ManagedSystemName=Primary:INTWIN3:NT

So what you could do now is navigate straight to the configuration item
INTWIN3:NT in TBSM from the hyperlink control.

You can see in Figure 9-17 that the configuration item WINXP126:NT will be
evaluated by the SRM attribute {CINUM} in the hyperlink control.

Figure 9-17 CINUM attribute

Refer to the TBSM 4.2 documentation at the link below to learn more about this
release:
/com.ibm.tivoli.itbsm.doc/welcome.htm


9.5 Tivoli Application Dependency Discovery Manager
Tivoli Application Dependency Discovery Manager (TADDM) is a pivotal
component of an IBM Tivoli-based Service Management solution in determining
the impact of an IT service from a business perspective.

Impact analysis is a crucial part of evaluating a proposed change and ensuring
that it is implemented within your company's or business unit's guidelines.

Figure 9-18 shows the TADDM main panel.

Figure 9-18 TADDM

TADDM is usually implemented in conjunction with CCMDB, so for Tivoli Service
Request Manager, CCMDB 7.x must also have been installed and configured.

Generally speaking, the following integration points are most useful for impact
analysis between SRM, CCMDB, and TADDM:
Launch-in-context
External hyperlink control
Push button control

To better explain some of these integration possibilities, let us walk through an
example Launch-in-Context scenario to assess a configuration item and the
impact that it has.


We also show how to create a push button from within an Incident.

9.5.1 TADDM launch-in-context
The TADDM launch entries are created as part of a CCMDB 7.x installation, as

Figure 9-19 TADDM launch-in-context entries

To correctly configure TADDM launch entries within SRM/CCMDB:
2. From the Start Center select Go To → System Configuration → Platform
Configuration → Launch in Context.


3. You will be presented with the Launch in Context window, as shown in
Figure 9-19 on page 254. Select a TADDM launch entry to configure, for
example, TADDM APP VIEW.

Figure 9-20 TADDM APP VIEW

The following syntax shows the URL format to use for launching in context that
can be used for the Console URL property:

http://<TADDMHostname>:<TADDMPort>/<ContextRoot>/?<queryString>

The possible launch-in-context values are detailed in Table 9-3.

Table 9-3 nameValuePairs parameters and values
Parameter Valid values

guid Valid string representation of a GUID.

target The following string values are valid:
Existing
New


Parameter Valid values

graph The following string values are valid:
physicalinfrastructure
applicationinfrastrure
businessapplications
app_software
app_physical
bus_svc_software
bus_svc_phyiscal
collection_relationship
collection_physical

view The valid string value is changehistory.

days_previous A number.

console The following string values are valid:
Web
Java

An example TADDM launch-in-context URL is:
http://tivsvr2:9430/cdm/servlet/LICServlet?default.port=9433&graph=

Note: For further information about launch-in-context possibilities refer to
the TADDM SDK Developer’s Guide at:
http://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/index.jsp?
topic=/com.ibm.taddm.doc_7.1/SDKDevGuide/c_cmdbsdk_introducingsdk.
html

4. Modify the console URL string with a valid URL using the syntax just
described in the previous step.


The Launch in Context entry for TADDM APP VIEW should now look
something like what is shown in Figure 9-21.

Figure 9-21 Launch in Context entry for TADDM APP VIEW

5. Click Save.
6. Repeat the same steps for all other TADDM launch-in-context entries that you
intend to use with SRM.


9.5.2 Equities trading scenario
In this scenario, the SRM change request C1058 has been created for a new
campaign module for the equities trading application, and is being assessed by
the change analyst. See Figure 9-22.

Figure 9-22 Equities trading change request


The steps are:
1. Select Impact Analysis from within the change request, as shown in
Figure 9-23.

Figure 9-23 Impact analysis


2. Select the Target Analysis tab to reveal the configuration item (Figure 9-24).

Figure 9-24 Target analysis


3. The next step is to click the arrow to the right of the configuration item and
select Go to Configuration Items, as shown in Figure 9-25.

Figure 9-25 Target analysis configuration Items


4. From the Select Action menu, select View Actual CI Topology → Business
Application, as shown in Figure 9-26.

Figure 9-26 View Actual CI topology


Assuming that the TADDM launch-in-context entries have been correctly
configured in SRM, you should now be presented with a TADDM Business
Application view, as shown in Figure 9-27.

Figure 9-27 Business applications topology


5. Right-click the business application, in this scenario Equities Trading, and
select Show Software Topology (Figure 9-28).
The change analyst can now assess the business application and review all
the relationships between each component that makes up the service.
Figure 9-28 shows the software topology for the equities trading business
application.

Figure 9-28 Equities trading software topology

The change analyst should also now review the physical topology that the
business application supports.


6. Right-click the business application, as shown in Figure 9-27 on page 263,
and select Show Physical Topology. You are presented with the physical
components of the business application.

Figure 9-29 Equities trading hardware topology

9.5.3 Conclusion
After reviewing both the software and the physical aspects of the business
application affected by a change request, the change analyst should have gained
the necessary knowledge to make the correct decision about whether to approve
the change request, to request more information, and so on.

9.5.4 Implementing the push button control to TADDM
If the Tivoli CCMDB has not been implemented with SRM, it is possible to create
a simple push button control within a change request or incident to launch the
TADDM console.


To create a push button control that launches TBSM, complete the following
tasks:
1. Start the SRM application designer tool.
2. Edit the incident application.
3. Add a new section to the incident application.
4. Create a bush button control.
5. Configure the push button control.

Note: Before you begin, verify that the TADDM host name can be reached
from a URL in your systems Web browser. For example, http://<taddm
host>:9430.

Complete the following steps:
2. Complete the following sequence from the Start Center:
a. Select Go To → System Configuration → Platform Configuration →
Application Designer.
b. In the Application field, enter INCIDENT. From the list of applications
returned, click INCIDENT, as shown in Figure 9-30.

Figure 9-30 Application selection


3. Within the INCIDENT application, select the Incident tab, as demonstrated in
Figure 9-31.

Figure 9-31 Incident tab

4. Scroll down to the bottom of the Incident tab. You should see the section
buttongroup.
5. Repeat the steps explained in “Implementing the External Hyperlink Control
to TBSM” on page 242 to create a new section.


6. From the Control Palette, drag the Pushbutton icon over to the new section,
as shown in Figure 9-32.

Figure 9-32 Drag the Pushbutton icon over to the new section

You should now be presented with a new push button like that shown in
Figure 9-33.

Figure 9-33 New pushbutton


7. Right-click the push button control and select Properties. The control
properties window should now be displayed, as shown in Figure 8.

Figure 9-34 Pushbutton Properties

8. Configure the push button properties using Table 9-4 for reference.

Table 9-4 Pushbutton properties
Property Value

Control ID new_pushbutton

Label Configuration Management

Image Filename

Default Button?

Menu Type NONE

Event launchexternal

Value iexplore
http://tivsvr2:9430cdm/servlet/LI
CServlet?default.port=9433&graph=
Target ID incident

Signature Option



Refer to 9.4.2, “TSBM 4.2 integration possibilities” on page 251, for an
explanation of TADDM launch-in-context property values. Your push button
control properties should look something like that shown in Figure 9-35.

Figure 9-35 Pushbutton control properties

9. Click Save and return to your Start Center.


10.In the following example, shown in Figure 9-36, we have incident 1017 with
the addition of a new push button control to Configuration Management. The
user simply clicks the push button to launch TADDM.

Figure 9-36 Incident with new TADDM push button control

9.6 Business impact analysis
From the Office of Government Commerce (OGC) Web site, the glossary of IT
infrastructure library described at http://www.best-management-practice.com,
Business Impact Analysis (BIA) is defined as:
BIA is the Activity in Business Continuity Management that identifies Vital
Business Functions and their dependencies. These dependencies may
include Suppliers, people, other Business Processes, IT Services, etc.
BIA defines the recovery requirements for IT services. These requirements
include Recovery Time Objectives, Recovery Point Objectives and minimum
Service Level Targets for each IT service.


Tivoli Business Continuity Process Manager (described in 2.2.5, “IBM Tivoli
Business Continuity Process Manager (TBCPM) V7.1 overview” on page 47) can
help you implement business impact analysis. Refer to this section for
information about this tool and how it can help in this area of Service
Management.

BIA is well documented in the following ITIL v3 set of books:
Service Strategy ITIL V3
Service Design, ITIL, Version 3
Service Operation ITIL, Version 3
Continual Service Improvement

9.6.1 Service Strategy
The Service Strategy ITIL V3 book provides in-depth guidance on how to design,
develop, and implement Service Management. The aim is to strengthen an
organization’s capability and also turn Service Management into a strategic
asset.

BIA is well documented in the “Technology and Strategy” section of the book, and
both the “Financial Management” and “Return on Investment” sections of the
“Service Economics” chapter.

The book describes how to recognize an organization’s most critical services and
analyze the severity of outages that can then be translated into financial value.
As a result of understanding these services, together with associated operational
risks, the information gathered can help improve the performance of business
operations by enabling better BIA decisions about the following processes:
Incident Management
Problem Management
Change Management
Release Management

9.6.2 Service Design
As the title suggests, the Service Design, ITIL, Version 3 book aims to help
organizations design and structure IT services so that they are correctly aligned
to underpinning business processes. BIA is an important step in this process and
it is part of the service implementation design for business continuity
management.


We strongly recommend that a BIA is conducted as part of the service design or
when a change to a service is required. Doing so helps define:
Which are the most critical IT services?
What constitutes a major outage of these IT services?
What is the impact to the business?

9.6.3 Service Operation
The Service Operation ITIL, Version 3 book for ITIL v3 describes the IT Service
Management phase that is accountable for delivering, managing, and monitoring
day-to-day business activities and services.

This book explains that service operation personnel should have in place
appropriate processes and tools to enable them to have an end-to-end view of
the components that make up the service from a business perspective, such as:
Threats to service (financial value)
Service failures
Quality of service
Shared or interfacing processes and tools

9.6.4 Continual Service Improvement
The ITIL v3 book Continual Service Improvement (CSI) aims to help
organizations not only measure and report on business services, but to
continually improve the services being provided. This assumes that CSI is
actually adopted with clearly defined goals, well documented procedures, and
known roles and responsibilities.

BIA is detailed in the “Service Measurement and CSI Fundamentals” chapters of
this book and its alignment with financial benefits that could be obtained through
implementation of CSI.


10

Chapter 10. BIRT reporting
This chapter provides information about Business Intelligence Reporting Tool
(BIRT) Change and Configuration Management Database (CCMDB) Reporting
and contains the following sections:
“BIRT reporting” on page 276
“Report planning considerations” on page 290
“TADDM reporting scenario” on page 293


10.1 BIRT reporting
Change and Configuration Management Database V7.1.1 comes integrated with
the Eclipse Foundation's Business Intelligence Reporting Tool. BIRT is an open
source reporting system that integrates with Java/J2EE applications, such as
CCMDB V7.1.1, to produce reports. BIRT utilizes XML report definitions to
generate reports in PDF or HTML output. BIRT uses the data from CCMDB
V7.1.1 and manages and displays it to users in a way in which they can
immediately take action if necessary. That action may involve drilling down into
reports for a specific problem issue or an analysis of the data for the cost for
regulatory purposes.

Figure 10-1 BIRT architecture

The components of BIRT are:
BIRT Report Designer
The BIRT Report Designer is a visual tool provided by Eclipse, as a Rich
Client Platform (RCP) application. The RCP is available as a set of plug-ins
that are installed on an existing Eclipse server or as an all-in-one package
including Eclipse. This tool makes it easier for developers to design reports. It


must be downloaded and installed separately. It is not part of the CCMDB
V7.1.1 installation.
Design Engine
The Design Engine is responsible for creating and modifying report designs.
The created report design is stored in .rptdesign and .rptlibrary files. The
Design Engine API (DEAPI) performs a wide range of low-level tasks:
– Reads and writes design files
– Maintains the command history for undo/redo
– Provides a rich semantic representation of the report design
– Provides metadata about the report object model
– Performs property value validation
– Notifies the application when the model changes
BIRT Report Design files are XML files and have the extension .rptdesign.
BIRT reports can contain single or multiple files. The files are categorized as
either library files or resource files.
BIRT library files are also XML files and have the extension .rptlibrary. BIRT
library files can contain code that is used multiple times for items such as font
type, size, page numbers, and time stamp.
Resource files contain items such as images or external files. Resource files
can be used by either report design files or library files.
The XML of the BIRT report details which library files and resource files the
report requires. In the XML file, a flag indicates whether the file is a library file.
Without these files, the BIRT report does not execute.
For further information refer to the Change and Configuration Management
Database: Report Developer Guide at:
.ccmdb.doc_7.1/reference/ccmdb71_report_dev_guide.pdf
Charting Engine
The Charting Engine is used to design and generate charts that are used by
the Design Engine and Report Engine in order to deliver charts. It contains
chart models and factory classes. The Charting Engine API (CEAPI) allows a
developer to add charting capabilities to the application.

Chapter 10. BIRT reporting 277

Report Engine
The Report Engine API (REAPI) generates and renders reports from a report
design file. The engine supports the following operations:
– Discover the set of parameters defined for a report.
– Get the default values for parameters.
– Run a report to produce HTML/paginated HTML or PDF output.
– Fetch an image or chart for a report.
– Export CSV.
– Retrieve TOCs, bookmarks, and so on.

The BIRT Report Engine as part of CCMDB V7.1.1 stores its data in the CCMDB
directory.

The main steps of the reporting process are shown in Figure 10-2. These are:
1. Report preparation in the BIRT Report Designer environment.
2. Report administration.
3. Report running in the IBM Service Management (ISM) environment.

Figure 10-2 Reporting process


CCMDB reports can be accessed from menu by selecting GoTo →
Administration → Reporting → Report Administration. See Figure 10-3.

Figure 10-3 CCMDB 7.1 Report Administration panel

BIRT Report Administration
The BIRT Report Administration is integrated into CCMDB V7.1.1. As the report
administrator, you can specify the following for users:
The availability of reports and how they open, run, and print
The appearance of report titles and headings
Report security settings

The following figures provide a short introduction to the report administration
application. The look and feel is like all other applications launched from the Start
Center. There are two ways to open the Report Administration application. The
first way is for the initial administration, while the second way can be used when
the reports are already defined.


The first way is to start the Report Administration application from the Start
Center by selecting GoTo → Administration → Reporting → Report
Administration, as shown in Figure 10-4.

Figure 10-4 Accessing the Report Administration application through GoTo

The second way is to start the Report Administration application from the Start
Center by selecting Reports → Administration → Reporting → Report
Administration, as shown in Figure 10-5.

Figure 10-5 Accessing the Report Administration application through the Reports option


The Report Administration application has the following tabs:
List: List all existing reports (Figure 10-6)
Reports: Details of a selected report (Figure 10-7).
Security: Set and view report and application security (Figure 10-8 on
page 282).
Labels: Change report labels and settings, like label key and label value
(Figure 10-9 on page 282).

Figure 10-6 List of reports

Figure 10-7 Report details


Figure 10-8 Report security

Figure 10-9 Report labels

For the List tab, the select action only offers general administration tasks like:
View scheduled reports.
Set application security.
View group security.
View .ibrarl files.
Run reports.

Once a specific report is selected, additional select action items are available:
Import report.
Import library file.
View report dependencies.
Add to bookmark.
Duplicate report.
Delete report.

The following sections discuss the more complex select actions in more detail.


View scheduled reports
The View Scheduled Reports dialog box lets you manage scheduled report jobs.
You can view the report, load, and delete scheduled report jobs as necessary, as

Figure 10-10 View Scheduled Reports


Set application security
The application security settings let you set group security for all reports in a
selected application. The MAXADMIN group has access to all out-of-the-box
reports. You must set up group or report access for each individual application for
new or customized reports, as shown in Figure 10-11.

Figure 10-11 Report Application Security


The two different ways of setting security for all reports for an application and for
individual reports are shown in Figure 10-12 and Figure 10-13.

Figure 10-12 Application security settings

Figure 10-13 Individual security settings


View group security
It is possible to manage report security for a group through the Report
Administration application. The MAXADMIN group has access to registered
out-of-the-box reports. It is necessary to set up application access for other
groups individually, as shown in Figure 10-14.

Figure 10-14 View Group Security

View library files
Use the view library file action to determine whether the libraries that you need
for a report already exist in the database, as shown in Figure 10-15.

Figure 10-15 View Library Files


Import report
Perform this action to add a new report to your database or bring an updated
version of an existing report into your database, as shown in Figure 10-16.

Before you import the report design file, you must import any associated library
files.

This action is only available from the Report tab for the following reasons:
If the report is new, you use the Report tab to add the report to the Report
Administration application and then import the report to the database.
If the report already exists, you import the report from the Report tab to be
certain that you choose a correct combination of report design file and
application name.

To add multiple design files, use the importreport.cmd command.

Figure 10-16 Import Report


Import library file
Library files contain components that you can use in one or more report designs
to provide consistent behavior and performance. Library files are useful when
many reports use the same component multiple times. Use the Report
Administration application to import a report library file into the database, as
shown in Figure 10-17. You import a library file before you import the
corresponding reports. In the Report Resource File field, enter the location of any
resource files. Resource files contain items such as images or external files. This
field is optional.

Figure 10-17 Import resources


View report dependencies
Use the view report dependencies action to view the libraries that a report design
file requires. For each report library, you also can view dependent library files and
check for any resource files. View report dependencies for BIRT reports, as

Figure 10-18 View Report Dependencies

Duplicate report
Among the reasons for duplicating a report are:
You create a cloned application. You duplicate the report and save the
duplicate to the cloned application.
You want to register (add) a report to multiple related applications. You
duplicate the report and save it to the related applications.

Delete report
When you delete a report, you remove the report and its associated files from the
database. You also remove any scheduled activities for the report.


10.2 Report planning considerations
Starting with Report Design, some consideration must be taken. For example,
some of the initial information required includes:
The name of the requester
Template type
The need for any graphs, such as pie or bar graphs
The file name of the existing report if this specification is a modification
request
The required title for the report

This ensures that report requesters have researched their needs. Gathering this
information could make apparent whether an existing report satisfies the
reporting needs.

Then we recommend designing a report to capture:
The necessary parameter required at run time
User input needed for the report to be executed

This information should also include the:
Maximum number of records to be retrieved
Mode for running the report
User-supplied attributes at the time of running the report

During the process of report definition it is necessary to determine exactly what
information is required for the report. The design specification supports this
process by:
Ensuring that the report is necessary
Confirming the information that is to be retrieved from the system tables
Determining the required layout of the results

10.2.1 SQL query
Report creation requires the definition of required queries. This process is best
done using a database tool or SQL generation plug-in. BIRT does not provide
any debugging or verification process for SQL queries. At the same time it is
difficult to determine issues with queries if they are built using the BIRT Designer,
and an external tool could provide a troubleshooting environment.


It is useful during the SQL query definition to determine the product’s data type
(maxtypes) of the fields that will be used in the SQL query.

It is possible to query the MAXATTRIBUTE object directly by selecting
attributename, maxtype from maxattribute, where objectname = ‘OBJECTNAME’
order by attributname.

Or it is possible use the product’s database configuration application to look up
the maxtypes using the Type field on the Attribute tab. This information is
required for the output columns and for the fetch method.

It is necessary to verify in the queries the list of columns used and the provided
joins. If the joins are not provided the reference will be the information from the
MAXRELATIONSHIP table.

For the database objects that have data (are not null) on
MAXATTRIBUTE.PRIMARYKEYCOLSEQ, it is necessary to verify the
MAXATTRIBUTE entries. They might be needed for the joins.

We recommend verifying that the database objects are at the SITE, ORG, or
SYSTEM level in MAXOBJECT, because they might affect the SQL joins. We
also recommend verifying that group by and order by exist and are correct.

The queries should be ANSI and JDBC™ and capable to run against all
databases. Database-specific queries should be used only in specific conditions
were generic SQL will not work as required.

10.2.2 Computed fields
It is possible to use a computed field to concatenate values that are in other
fields, for example, creating a full_address_info field that includes the
address_data and phone_data fields from a file.

It is possible do calculations from other fields, for example, calculating the
extended cost of an order using the number of items ordered multiplied by the
cost of each item.

It is possible to use JavaScript™ or built-in functionality of BIRT to define
computed fields.

Defining the computed field in the data set has several advantages instead of
defining it directly in the report layout. In the Data Set Editor it is possible to test
the results of the calculation using the preview results. The computed field is
available to lists, charts, and tables that uses the data set.


BIRT Report Designer calculates the computed value only once, without
considering how many times the computed field is used in the report.

If the computed field is defined in the report layout, each instance is calculated
every time that it occurs in the report.

10.2.3 Database objects attributes
Running a report about the attribute of the main database object for an
application can be considered implicit to that application.

There are related database objects and their attributes that are defined through
MAXRELATIONSHIPS or additional columns that are defined through joins of
SQL database table. These are explicitly defined. Implicit parameters will be
included in the where parameter and do not need to be explicitly included in the
report SQL. Explicitly parameters will be passed to the report in a
comma-delimited string and can contain operators. The values must be parsed
before being included in the report SQL.

If there are explicit parameters that must be included in the SQL (and are not
included in the Where clause), these parameters do not have to be included
directly. Instead, pass then through the
MXReportSQLFormat.createParamWhereClause method.

We recommend verifying each parameter against the specification. All
parameters should be strings except for dates. Only date parameters can have
the allow null values selected.

10.2.4 Steps to create a report
When a report in BIRT is created it is necessary to specify the query in the open
method of the data set. When the query is working in the open method, update
the fetch method to retrieve the data in a format that the BIRT report engine
understands. This process requires mapping the table data to supported data
types in the BIRT Designer. The fetch method does this mapping.

After table data is mapped correctly to supported data types, the fields become
available in the Layout Designer to populate the report. Labels and other report
elements are placed in the report layout to get the required design.

When the report is created it is possible to run it not only in the CCMDB
environment but within the BIRT Report Designer, too. This functionality tests all
phases of the report, from query to the populating report layout. If problems arise
during the BIRT Report Designer phase its possible to fix them directly in the


designer phase before importing them in the CCMDB environment. To integrate
the report into the product it is necessary to create/update the applicable
report.xml files, create/update the applicable *.properties file, then import,
register the report, and run it inside the CCMDB environment.

10.3 TADDM reporting scenario
A possible scenario considering an enterprise with high CI numbers is to be able
to get reports not only from Authorized CI database but also the discovery
database (discovered by the TADDM component of CCMDB). The reason for this
is that during the promotion phase, only the required fields and relationship of
CIs are promoted from the discovery data space to the actual, then finally to the
authorized data space. In this way the Authorized CI database contains only the
data required, for example, for the CCMDB change process, avoiding database
size increases with information that is not required by CCMDB processes.

But considering that BIRT is an Eclipse-based open source reporting system
based on Java and J2EE, we could use BIRT to run report directly against the
TADDM database (or discovery data space).

Important: Currently, this scenario can be run from the BIRT Designer
workstation, but cannot be run from the CCMDB server because it points to
the Discovered CIs database, not the Authorized CIs database. In a future
release of CCMDB, it is planned to add the capability to run the Report Engine
that is installed with CCMDB to be able to run against an external database.

As previously explained, BIRT report has two main components:
A Report Designer based on Eclipse
A runtime component that can be add to the application server

Important: The reporting environment described for TADDM V7.1.2 is based
on information about a product that at the time the book was written is not in
general availability. This means that when the official version will be available
there may be differences from what has been described in this chapter.

Next TADDM release V7.1.2 will integrate BIRT runtime V2.2.1 in the Domain
Manager GUI. The integration will include some reports out of the box, but it will
allow new reports defined with the BIRT Designer to run in the TADDM BIRT run
time.


BIRT supports a variety of ways to get data. The relevant ones that will be
available with TADDM are:
JBDC: This type of data source can be used to extract data directly from
TADDM DB views.
XML: This type of data source can be used to extract data from XML files
obtained using the TADDM API program.
Scripted: You can use a scripted data source to use the TADDM Java API
directly to obtain data.
ModelBased JDBC: This is a custom data source that is facilitated by TADDM
to enable you to design reports using the TADDM model schema, and then
they are converted under the covers to the appropriate underlying JDBC data
source.

The out-of-box report provided with the TADDM V7.1.2 run time can be used as
examples for writing new reports.

To run these reports it is necessary to go on the Analytics tab under Domain
Manager, then select the BIRT Report tab. You will see the list of the sample
reports that are available. These reports can be downloaded from the server to
the user’s local machine for editing.

The location of a sample report on the TADDM V7.1.2 server is
COLLATION_HOME/deploy-tomcat/birt-viewer/WEB-INF/report.

Note: The reports have the extension .rptdesign.

Once the logon to the domain manager is executed, going to the domain, it is
available as list of predeployed reports and functional buttons ADD, DELETE,
RUN, DOWNLOAD:
ADD: Deploys a new report that has been designed. If you selecting add a
pop-up appears asking for the location of the .rptdesign file, along with a
name and description for the report. This adds the new report to the TADDM
BIRT runtime engine.
DELETE: Deletes a report design file that has been deployed onto the
TADDM BIRT runtime engine.
RUN: Runs the report that has been deployed to the TADDM BIRT runtime
engine. Selecting and running the report will open a new browser window with
the report selected to run.
DOWNLOAD: Downloads a deployed report design file. When a report is
selected, choosing download brings up a pop-up asking where to save the file
in the client machine.


Reports can be created directly against the TADDM database using the Custom
or Details panel database views.

Custom views are defined in the custom-views.xml file. This file has a format very
similar to the screencontent.xml file, with the addition of attributes such as the
name of the view and the names of the columns in the view. This file defines
views that are shipped with TADDM V7.1.2.

The Detail panel views mirror the data displayed in the Detail panel tabs in the UI.

The view definitions use left outer joins where required to prevent the loss of
data. They are programmatically generated using the same kind of metadata (for
example, screencontent.xml, attributenames.xml) that the Details panels use.
The model-object-meta.xml file is used for metadata about the model objects.
The details panel and custom views use another set of views (known as the
building block views). There is one building block view per model object class that
can be persisted. Each view is limited to the rows and columns that relate to the
relevant model object class (and its subclasses). The building block views serve
as a layer of abstraction over the real database tables.

Since the views are programmatically generated, they can be kept in sync with
the model when it changes from release to release. The views are documented
in the DDL scripts in dist/etc/views. For example:
create_building_block_views_db2.sql
create_custom_views_db2.sql
create_detail_panel_views_db2.sql

The file dist/etc/views/detail_panel_views.txt shows the mapping from the Detail
panel tabs to view names. To follow the mapping:
1. Look in discovered components.
2. Choose List/Search from the first drop-down
3. Choose a component from the Components drop-down (for example, Linux
Computer System).
4. Select a system, right-click, and choose Show Details. You see the first tab
(usually named General) with its fields populated with data.


5. Search in the detail_panel_views.txt file (in etc/views) for Linux Computer
System as a layout. The content should be as shown in Example 10-1.

Example 10-1 detail_panel_views.txt
########## Linux Computer System...<Layout> ##########
...General............................................<Tab Level 1>
......General.................................... .........<TabData>
......LinuxUnitaryComputerSystem.General...... ..........<Content>
.........DP_LINUX_COMP_GENERAL_V............... ..............<View>

This tells that the DP_LINUX_COMP_GENERAL_V view has all the fields that
are defined in the General tab for the Linux Computer System.

Custom view XML
The value added to the custom-views.xml should follow the rules given in
Example 10-2.

Example 10-2 custom-views.xml
Entity: view ..................... Contains fields
Attribute: className ........... The model object class name
Attribute: viewName ............ The name of the view. Should
start with "CM_" and end with
"_V". Avoid names that are
already in use. Maximum length
is 30 characters.
Attribute: includePrimaryKeys ... Include primary keys as columns.
True or false. Set to true if
this view is required to join
with other views.
Entity: field .................... Contains plains and/or nesteds
Entity: nested ................... Contains nesteds and/or plains
Attribute: className ........... The model object class name of
the nested
Attribute: fieldName ........... The field name of the nested
Entity: nested ................... Contains nesteds and/or plains
Attribute: className ........... The model object class name of
the nested
Attribute: fieldName ........... The field name of the nested
Entity: plain .................... No contained entities
Attribute: fieldName ........... The field name of the plain
Attribute: nameInView .......... The name of the column in the
view. Maximum length is


30 characters. Avoid DB2/Oracle
reserved words.
Attribute: displayType ......... Optional. One of:
speed .......... value in MHz
memory ......... value in B/MB/GB
mBytes ......... value in Mbytes
date ........... Timestamp in
YYYY-MM-DD HH24:MI:SS format -
Used for fields that contain
epoch time in milliseconds.
networkSpeed ... value in
Mbits/sec
StorageGBytes .. value in GB

User-defined views
Views can be created outside the TADDM build by running the user_views.sh/bat
scripts in support/bin. By default, the views are defined in
support/bin/user-views.xml. This file uses the same format as custom-views.xml.
A typical use case might be:
1. A customer runs a report, then sees a need for more attributes.
2. A customer TADDM expert determines which model attributes are needed.
3. The view definition for the report in etc/views/custom-views.xml is copied to
support/bin/user-views.xml, then modified to include the extra attributes. The
view is renamed so that the original view is not overwritten.
4. The user runs user-views.sh scripts to create the scripts.
5. The user runs user-views.sh recreate to create the new view.

10.3.1 Simple report example
This example explains how create a simple report in BIRT Designer using one of
the Details panel views. This report will display the host name of any Linux
system that has more than one CPU, listed by CPU number (highest to lowest).


This example assumes that BIRT Designer is installed on a Windows system,
and TADDM is installed on a Linux system. Some files must be copied from the
Linux to the Windows system.
1. The first task is to locate the Details panel with the required information. Open
the TADDM UI, choose List/Search in the drop-down under Discovered
Components, choose Linux Computer System in the Component
drop-down, right-click one of the systems, and choose Show Details.
2. In the first tab, General, we see Number of Logical CPUs. We also see the
host name, which is the other required attribute. What we need is to find the
Detail panel view for this tab. Open BIRT Designer. Choose a new/existing
workspace directory, for example, c:birtwork.
3. Create a report project. From the menu, select Window → Perspective →
Report Design → File → New → Project → Business Intelligence and
Reporting Tools → Report Project → Next. For project name, enter
reportproject1 and select Finish.
4. Create a report. In the Navigator view, right-click reportproject1 and select
New → Report. Enter linuxcpu.rptdesign as the file name and click Finish.
5. Create a data source to point to the TADDM Database. In the Data Explorer
view, right-click Data Sources and select New Data Source. Choose JDBC
Data Source from the list of data source types, enter DataSource1 as the data
source name, and click Next.
6. In the Driver Class drop-down select com.ibm.db2.jcc.DB2Driver (V3.3) if it
is available. If it is not, choose Manage Drivers → Add, locate the db2 jcc
driver jar on your disk (you can copy this from the TADDM Server in
dist/lib/jdbc), and click OK.
7. For URL, user name, password, enter the values used to connect to the
TADDM database (these can be copied from the JDBC properties in
dist/etc/collation.properties on the TADDM Server). Example 10-3 provides
example values for DB2.

Example 10-3 Connection parameters for DB2
com.collation.db.user=<my-user>
com.collation.db.password=<my-password>
com.collation.db.url=jdbc:db2://<my-taddm-host>:60000/cmdb

8. Select Test Connection, and you should get a Connection Successful
message. Select Finish.
9. Create a data set to point to the required view. In the Data Explorer view,
right-click Data Sets and select New Data Set. Enter Data Set1 for the data
set name, select Data Source1 as the data source, select Sql Select Query
as the data set type, and click Next.


10.In the Query panel, select View in the Type drop-down, enter DP_LINUX as the
filter name, and click Apply Filter. Note that all the detail panel view names
start with DP_ and then the name of the relevant component.
11.Select the plus sign (+) next to the user (same as the user name above). It
should be visible the view names given in Example 10-4.

Example 10-4 View names
DP_LINUX_COMP_GENERAL_V
DP_LINUX_COMP_OS_V
DP_LINUX_COMP_PACKAGES_V

In this case the first name looks like the correct one, since is relates to a tab
called General on a component called Linux Computer System. We can verify
this by previewing the data and checking that it matches the data in the
Details panel tab.
12.Click Next in the right-hand panel, then double-click
DP_LINUX_COMP_GENERAL_V. This should copy the view name into the
pane. Click Next to and enter and asterisk (*). The text should now look like
this (user name may differ):
select * from DB2ADMIN.DP_LINUX_COMP_GENERAL_V
13.Select Finish. In the Edit Data Set panel, click Preview Results. Locate the
same Linux system that was displayed in the Details panel tab and verify that
the same data is displayed here.
14.To clean up the column names in the report, select Output Columns. Select
FULLY_QUALIFIED_DOMAIN_NA_C1 and enter hostname in the Display
Name field. Select NUMBER_OF_LOGICAL_CPUS_C1 and enter number of
CPUs in the Display Name field. Click OK.
15.Add content to the report design. In the Palette view, select Label and drag it
to right-hand panel (Layout tab of linuxcpu.design tab). In the Layout tab,
double-click Label and enter MultiProcessor Linux Systems.
16.In the Property Editor below, in Properties → General, choose Arial as the
ont, 14 points as the size, and yellow as the background color. In
Properties → Padding enter 20 points for top, left, and bottom.
17.In the Palette view select Table, then drag it under the label that you just
added. Enter 2 for number of columns, and Data Set1 for Data Set. Click OK.
18.Select the Data Explorer View. Expand Data Set1 and select Hostname,
then drag it into the detail row in the first column in the table on the Layout tab.
The title should be filled in automatically for the first column. Select Number of
CPUs, then drag it into the detail row in the second column. Again, the title
row should be filled in automatically.


19.Right-click Data Set1 and choose Edit. Enter DP_LINUX_COMP_GENERAL_V as
the filter and click Apply Filter. In the SQL panel, remove the asterisk (*) after
the select. With the cursor one space after the word select, double-click the
column that starts FULLY_QUAL, then double-click the column that starts
NUMBER_OF_LOGICAL. Then clean up the SQL so that it looks like this:
select
FULLY_QUALIFIED_DOMAIN_NA_C1,
NUMBER_OF_LOGICAL_CPUS_C1
from
DP_LINUX_COMP_GENERAL_V
20.Since we need the data to be displayed only when the number of CPUs is
more than 1, add this syntax:
WHERE NUMBER_OF_LOGICAL_CPUS_C1 > 1
21.Since the data should be ordered form highest to lowest based on the number
of CPUs, add this syntax:
ORDER BY
NUMBER_OF_LOGICAL_CPUS_C1
DESC
Click OK.


22.Now we are ready to preview the report. In the Navigator view, right-click
linuxcpu.rptdesign and select Report → Run Report. A new Report Viewer
should open with the results from the report, as shown in Figure 10-19.

Figure 10-19 TADDM report example

10.3.2 Conclusions
We have seen that BIRT reporting is available in CCMDB v.7.1.1 for promoted
CIs and in TADDM as a runtime component from the next release V7.1.2. These
functionalities allow you to address the reports requirement starting from the
discovery phase until the promoted CIs. The standalone runtime BIRT allows you
to get reports from the external database and join these values with CI attributes
(for example, connecting and reporting to the inventory database).

In a future release of CCMDB, it is planned to add the capability to run the Report
Engine that is installed with CCMDB against not only the promoted CIs, but also
against data on an external database.

If it is required to have a central point for reporting in the CCMDB V7.1.1, a
customization can be done in CCMDB to link, for example, to PDF reporting files
that are produced in runtime BIRT external to CCMDB. This allows users to see
reports from CCMDB interfaces, but requires a customization to make reports


available and to update the link. This reason for this is that options cannot be
changed dynamically for reports that are produced with a runtime BIRT interface
that is external to the CCMDB.


A

Appendix A. How to design an IBM
Service Management
solution using Tivoli
products
This appendix provides information about how to design an IBM Service
Management (ISM) solution using Tivoli products.


ISM Assessment Tool
One of the biggest obstacles to implementing IT Service Management best
practices is determining where to begin focusing your efforts. This assessment
will help you identify and prioritize areas for improvement. IBM has created a
Web site that describes the ISM Assessment Tool:
https://www14.software.ibm.com/webapp/iwm/web/reg/signup.do?lang=en_US&
source=itsmat

An Information Technology Infrastructure Library (ITIL) Service Management
self-assessment can be done at the following Web site:
http://www.itsmfi.org/content/self-assessment-itil-v2

This assessment will give you an idea of where you are now in terms of Service
Management maturity (similar to the ITIL Service Management Maturity scale)
and help you identify the gap between your current position and where you want
to be in the future.

Starting points in implementing ISM: 5-entry points
How would you design an ISM solution using Tivoli software products? Here we
discuss high-level design and 5-entry points method.

IBM Service Management delivers the visibility, control, and automation required
to deliver quality service, manage risk and compliance, maximize return on
investments, and accelerate business growth.

Depending on your specific needs and focused initiatives, IBM has identified a
set of entry points for clients to begin their implementation/journey for Service
Management. These entry points represent areas of pressing challenges that
customers and industry practitioners (and analysts) have identified to yield
values in their respective areas of focus. Briefly, the entry points are:
Discover: Understand infrastructure and business dependencies.
Monitor: Track infrastructure health and compliance.
Protect: Ensure that the infrastructure is secure and resilient against threats
and disasters.
Industrialize: Streamline workflows and processes for repeatable, scalable,
and consistent results.
Integrate: Align and integrate operations and business for optimal impact.


Discover
Understand what resources are deployed, how resources are used and by
whom, and how resources relate to and can impact successful business service
delivery.

Infrastructure Discovery and Mapping products are Tivoli Application
Dependency Discovery Manager and Change (TADDM) and Configuration
Management Data Base (CCMDB).

Monitor
The following products are used to monitor all resources, events, performance,
service levels, and users, providing total visibility into the business:
Event and performance management products
– Tivoli Netcool/OMNIbus
– Tivoli Netcool/Impact
– Tivoli Performance Analyzer
SOA application performance products
– IBM Tivoli Composite Application Monitoring for Response Time Tracking
– Tivoli Federated Identity Manager
Policy and regulatory control monitoring products
– Tivoli Security Information and Event Manager
– Tivoli zSecure
User activity monitoring/log management products
– Tivoli Compliance Insight Manager
– Tivoli zSecure
User access rights/user life cycle management products
– Tivoli Identity Manager
– Tivoli Access Manager
– Tivoli Compliance Insight Manager

Appendix A. How to design an IBM Service Management solution using Tivoli products 305

Protect
The following products keep applications, data, and services secure, protected
from malicious or fraudulent use, and hardened against failure and catastrophe:
Vulnerability and Threat Management products
Tivoli Security Information and Event Manager
Data backup, restore, and retention products
– IBM Tivoli Storage Manager Family
– TotalStorage Productivity Center/SSPC
– Tivoli Continuous Data Protection for Files
– IBM Systems Storage Archive Manager
Business continuity/disaster recovery products
– IBM Tivoli Storage Manager Family
– IBM Tivoli System Automation Family
– IBM TotalStorage Productivity Center/SSPC

Industrialize
The following products reduce costs, improve responsiveness, and reduce errors
by creating automated, repeatable, consistent, and scalable task management:
Virtualization Management products
– IBM Tivoli Monitoring
– Tivoli Provisioning Manager
– OMNIbus, SAN Volume Controller
Energy Management for green savings products
– IBM Tivoli Monitoring
– IBM Tivoli Usage and Accounting Management
– IBM Maximo Spatial
– Active Energy Manager
Single Sign On products
– IBM Tivoli Security Services
– IBM Tivoli Access Manager for eSSO


IT Asset Management products
Tivoli Asset Mgmt for IT
Usage Accounting products:
– IBM Tivoli Usage and Accounting Management
– Power Management™
– Tivoli Asset Management for IT

Integrate
The following products align IT planning and execution to business users and
stakeholders, streamline the planning process, and enable life-cycle governance:
Business Service Management products
– Tivoli Business Service Manager
– Tivoli Netcool/OMNIbus
– Tivoli Netcool/Impact
Service Desk products
Tivoli Service Request Manager
Service Deployment and Lifecycle Management t products:
– Tivoli Provisioning Manager
– Tivoli Composite Application Monitoring


Whiteboard overview of ISM
Figure A-1 will help you understand where the IBM Service Management
strategy fits into your business objectives.

QoS The Business QoE

Service Desk

Business Service Management
• Dashboard Views • Service Level Management
• Business Metrics
• Service Model Views • IT Metrics
License
Compliance
Knowledge Management

Self-Service
Service Request Incident Problem Change Config Release IT Assets EAM
Service Catalog Usage
Accounting
Au o U
Au

ent
to pd
t

hm CCMDB
Cr ate

nric Provisioning
nt E
ea

Data Warehouse
Eve
te

Performance
Analytics Enterprise Event Management

er y
Pe

co v
r fo r

Dis
ma
nc
e

o
Me

Aut
Event

tr Storage
ics
Management
Automation
Scheduling Foundation Monitoring
Security Management
Main Frame Distributed Applications Databases Web Servers Networks Storage

IT Infrastructure
Transaction Management
Figure A-1 Whiteboard overview of ISM

The top of the diagram shows your business objectives. Often the objectives
between the lines of business and IT are very clear. They are to deliver a quality
service at an agreed-upon cost and the service must be available when the LOB
needs it. Depending on the service, this does not necessarily mean 24/7/365.

Step 1: The business
What do the business user, external consumer, and internal client care about?
Users are not concerned with the details of the infrastructure, they just want to be
able to complete specific transactions, whether it is an ATM withdrawal, placing
an order, providing a client service, or delivering a product. This block illustrates
the users’ expectation: the quality of service being provided and the quality of the
users’ experience. The primary goal of IT is to ensure cost-effective quality of


service to the business. Understand what is good service to your client. Ask them
how they ensure that they provide good service. Do they have SLAs in place
between IT and the business? If so, how do they define SLAs? What
measurements are used to determine what a good service is?

Step 2: IT infrastructure
Refer to the bottom of Figure A-1 on page 308 and the box labeled IT
Infrastructure. Make sure that you understand the complexity of your own
environment. Once you understand the environment you can start filling in the
sections in the IT Infrastructure block. Figure A-1 on page 308 provides an
example of a typical IT environment that includes networks, operating systems
(MF/DS), applications, databases, storage, and so on.

Fully investigate your environment, understanding that most IT runs silos and is
managed by different management teams and point solutions. Integration of silos
is the most important strategy for aligning the IT organization with the business.
1. Do you monitor each of the components?
2. If so, do you use a single solution?
3. If you do not use a single solution, understand what is needed to integrate it
or what is needed to fix the problem.

This is the foundation monitoring in the IT Infrastructure block. It is very
importance to integrate foundation monitoring in a centralized approach to
monitor the speed and performance in your environment.

Security Management in the IT infrastructure block
Do you have security compliance within the environment today?

Identify how you are managing user access in your environment today. Do you do
this with an automated processes in place that allows users to manage their own
accounts and perform tasks such as password resets and business application
access based on policies? The value of integrated security management in your
environment will reduce the risk of managing multiple products, and security can
be alerted of impact to business and service to users. If you have had any recent
security rated problems investigate how they happened and what you are doing
to prevent any breaches in the future. If you are standardizing with a single
security management solution you can put more emphasis on compliance
controls around user access to company information and make it easier to
address audit requirements. You must enforce the concept in regards to
corporate security practices no matter how quickly you can determine the root
cause of a problem. It is always better to prevent a problem from happening in


the first place. Grant users the correct access at the correct time to the correct
information. Restrict everything else.

Transaction Management on the IT Infrastructure block
Understand the difference between monitoring your IT environment and
monitoring business transactions. Are you able to track transactions from their
origination point through the various IT components and back to the origination
point? Do you use this data to troubleshoot and diagnose problems in your
environment? IT organizations spend more time diagnosing problems than they
do actually restoring the service back to the business. Without some level of
visibility into transactions you have no way of measuring user experience.

Step 3: Enterprise Event Management
How do you manage IT events currently?

Enterprise Event Management centralizes all alerts from various event sources,
filters those alerts based on priority, correlates the alerts with other alerts,
de-duplicates/consolidates repeat alerts, and provides event enrichment by
leveraging other disparate data sources as well as an integrated CCMDB
(formerly CMDB, which stores only configuration data). Effective Enterprise
Event Management reduces IT costs by minimizing the typical chaotic response
to critical events that potentially impact the business. By centralizing Event
Management the IT organization can gain better control over problems before
they turn into outages.

Step 4: CCMDB
You should be familiar with the term CMDB, which stands for Configuration
Management Database. The Tivoli products term is CCMDB, which stands for
Change and Configuration Management Database. Do you currently have a
CMDB in their environment? It is okay if you do. In fact, it has become an
accepted approach to have many CMDBs. However, each must be able to share
data by federation. The difference between a CCMDB and just a CMDB is that a
CCMDB contains not only the configurations of IT assets (CIs), but also changes
made to those IT assets. Why is this important? This data can be used many
different ways. First, the CCMDB is a provider to many consumers. One
consumer is the Enterprise Event Management component discussed earlier. In
this you provided knowledge regarding event enrichment. To put this in context,
when an event occurs the Enterprise Event Management process may be to
leverage configuration and change data stored in a CCMDB to enrich the event.
This is important because it allows the recipient of the event to make a better
informed decision quicker. It automates the otherwise manual task of data


gathering. Also, another important point is that a CCMDB stores relationship
information, which can also be leveraged by Enterprise Event Management to
determine impact to other IT assets. You must also understand that for a CCMDB
to be useful it must be populated with accurate and up-to-date information. To
accomplish this it is important that a CCMDB provide auto discovery of your IT
infrastructure. Not only a subset, but the entire IT infrastructure from A–Z
applications, databases, and operating systems, including mainframes. The auto
discovery must also be capable of detecting relationships between the IT assets.

Step 5: Service Management platform (Incident, Problem, Change,
Configuration, Release, IT Assets, Enterprise Assets)
An IBM Tivoli high-level overview of the IBM Service Management platform is a
single J2EE platform for which all ISM applications plug into and in some cases
run directly on. By building a unified platform IBM has taken data integration to
the next level. Sharing data between applications has never been easier. What
are you using for Incident, Problem, Change, and Configuration and Release
Management applications? These applications should be integrated at the data
level and integration can be thorough third-party or service implementations.
Integrating processes and data will tie into the CCMDB to share consistent data,
also allowing direct integration with Enterprise Event Management in a
bi-directional way. By it being bi-directional you will be able to have an automated
approach to Event Management and Incident Management. In Figure A-1 on
page 308 provisioning is connected to the CCMDB.

How are you currently performing system, application, and database
deployments? Do you have an automated repeatable method for doing it? Is it
integrated within your change, configuration, and release processes?

Automated provisioning is important because of the flexibility that it can offer
within the environment. Due to the fact that technology is constantly changing, it
is imperative that you understand the provisioning standard and be flexible
enough to handle changes. Tivoli provisioning technologies allow you to
accomplish enterprise-wide deployments of operating systems, databases, and
applications and it would benefit you greatly to have a single solution that is both
scalable and intuitive, not to mention cost effective.

Step 6: Service Desk, Self-service, Service Request, Service Catalog
and Knowledge Management
Do you currently have a Service Desk in your environment? If yes, how is the
Service Desk positioned within the organization? For example, does it have more


of an IT focus or a business focus? Does it handle requests outside or un-related
to IT?

The Service Desk block with a connecting line below pointing to self-service,
service request, and Service Catalog. The line in Figure A-1 on page 308 that
connects incident, problem, change, and config is Knowledge Management
within your environment. End-to-end Service Management using IBM Service
Management Portfolio A Service Desk is defined by the goal of a Service Desk to
act as the central point of contact between the user and IT. However, much has
changed in recent years as the Service Desk has developed into a fully
functioning business application that not only supports users, but also handles
requests from the business itself. By enabling users with a self-service interface
that enables them to become more productive, knowledgeable, and efficient, the
Service Desk has created a more satisfied user. This addition has also allowed
the people representing a Service Desk to be more productive and focus their
time on working on issues that impact the business. Because every request is
different they must be handled differently.

Not all requests are incidents and not all incidents stem from a request. This is
where it is important to stress the automated integration with an Enterprise Event
Management application that automates much of the manual operations between
IT and the Service Desk as well as provides advance warnings of potential
impacts to the business, which impacts call volume at the Service Desk. At a
high-level Knowledge Management allows both users and Service Desk analysts
to make better use of their time. If either experiences an issue that has already
been addressed it can be referenced in the knowledge base and quick resolved
by following the recommended steps.

The Service Catalog is also a new addition to the existing functionality of a
Service Desk. The Service Catalog provides many capabilities, which begin with
enabling IT to keep a record of the services provided to the business, the given
attributes of the service, instruction for requesting the service, instruction for
approving the service, as well as any agreements between the business and IT
relating to the service, such as SLAs. A very important add-on to a Service
Catalog is the ability to automate service request fulfillment with automated
provisioning.

Step 7: License compliance, usage accounting and IT Asset
Management
How are you tracking software licenses? Do you know how and when you are out
of compliance? Do you have the ability to track IT assets including software (both
enterprise and desktop)? Measuring software usage helps you better plan and
budget for future software spending or charge back.


Tivoli License Compliance and Usage Accounting can track the IT Asset life
cycles including software and hardware as it correlates to license compliance
and usage. Software overspending is a part of many IT organizations. You buy
too much not knowing what is really being used. When it comes time to validate
how many licenses you have versus how many are in use, you often rely on a
third party to provide this as a service and the expense then becomes even
greater. Worse yet, if you have grown out of compliance you could face huge
penalties. It is important for you to understand the value of knowing what you
have and what you use. In many cases costs can be recovered and invested in
other areas of IT. Enterprise Asset Management is another reason why a you
would choose Tivoli as the Enterprise Asset Management application provider, in
addition to the fact that we offer application-specific focus on industries and are
the only provider of a unified EAM and IT Asset application. In addition, IBM is
leading the way in programs like Green Datacenter and Spatial Asset
Management offerings. These technologies are focused on streamlining Asset
Management and reducing the overall cost associated with maintaining assets.

Step 8: Storage Management
How are you managing your storage environments, such as data retention,
availability, compliance, growth, costs, and so on? Storage environments for
many customers are growing exponentially. Often times IT organizations have no
control over the rapid growth of storage environments.

This is largely due to the lack of visibility and control over how the storage is
being used. Many times IT organizations choose to keep everything in fear of
violating a regulatory requirement, which means many duplicates. There are
hundreds of regulatory requirements imposed on businesses such as Basel II,

SEC Rule 17a-4, and HIPAA, and they all require some level of proof that they
are being adhered to. Proving compliance can cost time and money, most of
which comes from the IT organization’s bottom line. By gaining visibility into a
client’s storage environment they are able to rid themselves of duplicate data,
data that otherwise violates corporate policies, and data that does not fall under
any regulatory requirement. In addition to gaining visibility to your IT storage
environment, there are also benefits in automating the management of the
environment, such as configuration changes. By building an automated process
to handle otherwise manual tasks and making them repeatable you can save
time and money. For example, in medium-to-large environments clients may have
hundreds to thousands of storage devices. Many times when a storage
administrator makes an ad hoc configuration change to one device it has to then
be repeated on multiple devices. This takes a copious amount of time and
increases the chance of end-to-end Service Management using IBM Service
Management Portfolio making a mistake. By automating this process by


leveraging technology you not only save time, but also reduce the risk of human
error.

Step 9: Automation and scheduling
Today's information technology operation’s support model is rapidly becoming
untenable. According to a recent IDC study commissioned by IBM Tivoli,
approximately 70% of today's IT budget is labor. Because IT is increasingly
fundamental to revenue in today's technology-driven businesses and will likely
continue to grow in size and complexity, companies are facing a
growth-versus-cost dilemma. IT complexity must be simplified, or growth will
begin to be hampered by the cost required to support it.

IBM Self-Managing Autonomic Technology enables fluid response to change.
Autonomic computing systems have the ability to manage themselves and
dynamically adapt to change in accordance with business policies and
objectives, enabling computers to identify and correct problems often before they
are noticed by IT personnel. IBM delivers Self-Managing Autonomic Technology
solutions to help companies transform their IT infrastructures into more resilient,
responsive, efficient, and secure systems that deliver significant value today.

As part of the IBM IT Service Management vision, autonomic computing can help
you efficiently manage and proactively deliver much-needed IT services that
drive business performance. Because self-managing systems can automatically
detect improper operation of systems, transactions, and business processes, and
then initiate corrective action without negatively impacting system uptime, you
can deliver information and services whenever needed.

Step 10: Business Service Management
The correct information for the correct people at the correct time—that is what
drives effective decision making for today’s organizations. However,
organizations now need more information, more often, and from more sources
than ever before to deal with a growing onslaught of business and technology
challenges. Lines of business are under increasing pressure to grow revenue.
Customers are demanding higher value and convenience. New government
regulations mandate greater accountability through external audits and
compliance reporting. Mergers and acquisitions require extensive IT integration
and add greater complexity to both business and operations. Accordingly,
operations are under increasing pressure to develop IT solutions that properly
align with business objectives, provide accurate, timely, and comprehensive
information to users, and support service level agreements across the business.
To address these challenges and achieve business objectives, organizations
require holistic visibility into critical services, processes, and transactions across


the enterprise and beyond. More specifically, lines of business and operations
need contextual service visibility, linking infrastructure to corresponding services,
processes, and customers. At the same time, business and operations need
actionable intelligence that includes transactional, compliance, revenue, service
level, and other success indicators required to effectively manage ongoing
delivery against objectives.


Abbreviations and acronyms
KPI

API Application-programming IBM International Business
interface Machines Corporation
BCP Business Continuity Process IM Integration Module
Manager ISM IBM Service Management
BIA Business Impact Analysis ITIC IBM Tivoli Integration
BIRT Business Intelligence Composer
Reporting Tool ITIL Information Technology
BPEL Business Process Execution Infrastructure Library
Language ITM IBM Tivoli Monitoring
CCMDB Change and Configuration ITSO International Technical
Management Database Support Organization
CDM Common Data Model ITUP IBM Tivoli Unified Process
CI Configuration item ITUPC IBM Tivoli Unified Process
CLI Command line interface Composer
CMDB Configuration Management JDBC Java Database Connectivity
Database JVM Java Virtual Machine
COBIT Control Objectives for KPI Key Performance Indicator
Information and related
Technology LDAP Lightweight Directory Access
Protocol,
CSI Continual Service
Improvement LDO Logical Device Operation
CTI Computer Telephony Interface LIC Launch-in-context
DLA Discovery Library Adapter LMO Logical Management
Operation
DSL Definitive Software Library
LOB Line of business
ESS Extended Security Services
LPAR Logical partition
FP Fix pack
MB Mega byte
GA Generally available
MBO Maximo Business Object
GB Giga byte
MEA Maximo Enterprise Adapter
GUI Graphical user interface
OMP Operational Management
GUID Globally unique identifier product
HACMP High Availability Cluster OPAL Open Process Automation
Multi-Processing Library
HIPAA Health Insurance Portability PMP Process Manager product
and Accountability Act
RFC Request for change


RPM Release Process Manager
SLA Service Level Agreement
SM Service Management
SOA Service-oriented architecture
SRM Service Request Manager
TADDM Tivoli Application
Dependency Discovery
Manager
TAMIT Tivoli Asset Management for
IT
TBSM Tivoli Business Service
Manager
TCM Tivoli Configuration Manager
TDI Tivoli Directory Integrator
TEC Tivoli Enterprise Console
TEP Tivoli Enterprise Portal
TIM Tivoli Identity Manager
TPM Tivoli Provisioning Manager
TRPM Tivoli Release Process
Manager
TSRM Tivoli Service Request
Manager
VMM Virtual Member Manager
WSDL Web Services Description
Language
XML Extensible Markup Language


Related publications

The publications listed in this section are considered particularly suitable for a
more detailed discussion of the topics covered in this book.

IBM Redbooks publications
For information about ordering these publications, see “How to get Redbooks
publications” on page 321. Note that some of the documents referenced here
may be available in softcopy only.
Implementing IBM Tivoli Service Request Manager V7.1 Service Desk,
SG24-7579
Implementing IBM Tivoli Service Request Manager V7.1 Service Catalog,
SG24-7613
IBM Tivoli Asset Management for IT Portfolio Overview, SG24-7376
Deployment Guide Series: IBM Tivoli CCMDB Overview and Deployment
Planning, SG24-7565
Integration Guide for IBM Tivoli Service Request Manager V7.1, SG24-7580
Deployment Guide Series: IBM Tivoli CCMDB Overview and Deployment
Planning, SG24-7565
IBM Tivoli Application Dependency Discovery Manager Capabilities and Best
Practices, SG24-7519

Online resources
These Web sites are also relevant as further information sources:
Tivoli Open Process Automation Library (OPAL)
IBM Service Management information center
http://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/index.jsp
IBM Systems Journal - Fall 2007 issue
http://ww.research.ibm.com/journal/sj46-3.html


IBM United States Software Announcement 208-241
http://www-01.ibm.com/common/ssi/index.wss
ITIL Service Management Self-Assessment
http://www.itsmfi.org/content/self-assessment-itil-v2
IBM Service Management (ISM) Assessment Tool
https://www14.software.ibm.com/webapp/iwm/web/reg/signup.do?lang=en_
US&source=itsmat
Tivoli Business Service Manager Installation Guide
/com.ibm.tivoli.itbsm.doc/installguide/bsmi_t_installing_eif_probe.html
Netcool/Omnibus Gateway HP Openview ServiceCenter Reference Guide
.netcool_OMNIbus.doc/hpscgw-pdf.pdftp://www-01.ibm.com/common/ssi/
index.wss
Glossary of IT infrastructure library
http://www.best-management-practice.com
IBM Tivoli Business Continuity Process Manager product Web page
.bcpm.doc/welcome.htm
IBM Tivoli Change and Configuration Management Database product
=/com.ibm.ccmdb.doc_7.1.1/ccmdb_welcome.htm
IBM Tivoli Service Request Manager product
=/com.ibm.srm.doc_7.1/srm_welcome.htm
IBM Tivoli Release Process Manager product
=/com.ibm.rpm.doc_7.1.1/rpm_welcome.htm
IBM Tivoli Asset Management for IT product
http://www-01.ibm.com/software/tivoli/products/asset-management-it
IBM Tivoli Unified Process (ITUP)
http://www-01.ibm.com/software/tivoli/governance/servicemanagement/itup
/tool.html


How to get Redbooks publications
You can search for, view, or download Redbooks publications, Redpapers
publications, Technotes, draft publications and Additional materials, as well as
order hardcopy Redbooks publications, at this Web site:
ibm.com/redbooks

Help from IBM
IBM Support and downloads
ibm.com/support

IBM Global Services
ibm.com/services

Related publications 321

Index
business application 24, 78
Symbols business impact analysis 237
.rptdesign 277
business impact assessment 236
.rptlibrary 277
Business Intelligence Reporting Tool (BIRT)
275–276
A Business Process Execution Language (BPEL) 56
Actual CI space Business Process Manager 48
discovered data 67
align IT with business 36
Alteris Inventory Solution 57
C
calculate priority 134
application definition 207
CCMDB ITIC Adapter 68
application server 72
Centennial Discovery 57
Approval phase 149
Change Analyst 238
Assessment phase 146
Change and Release process interaction 165
Business impact assessment 146
CHANGE application 243
Preliminary assessment 146
Change impact assesment 236
Setting change status to assessed 146
Change Management 272
Asset lifecycle 84, 87, 105
Change Owner 173
Asset Management 12–13, 15–16, 28–29, 31, 33,
CHANGENUM 165
35–36, 45, 61, 71, 83, 95, 106
CI type 34
Asset Management Lifecycle 106
Classification tree 164
Assets Application 103
cluster of HTTP Servers 72
audit 94
Common Data Model (CDM) 95
Authorized Assets 88
Common integrations 50
Authorized CI 95
Common PMP 118
database 293
concurrent user 70–71
dataspace 95, 293
peak number 71
Authorized Data Model 88
configuration information 92
Authorized dataspace 94–95
configuration item (CI) 31–32, 34–35, 40, 76, 80,
Autonumber Setup 165
85–87, 89–101, 103, 105–116, 156, 167
data 93, 95
B relationship 90, 92
Base Services 28 type 93, 96
BEA WebLogic 67 Configuration Management 4, 13, 15–16, 32, 34,
BIRT Designer 290, 292–293, 297 61–62, 70–71, 83, 85–87, 95, 99, 105–107, 185
BIRT library files 277 Database (CMDB) 13, 21, 27, 29, 31–32, 36,
BIRT Report 276–279, 289, 292–294 156
Administration 279 Configuration Management Database (CMDB)
Designer 276, 278, 292 156, 185
Designer phase 292 Configuration Management System (CMS) 87
detail 277 Continual Service Improvement (CSI) 273
engine 278 Contract and Supplier Management 85
BPEL workflow 56 Control Objectives for Information and related Tech-


nology (COBIT) 20 export Deployed Assets 69
create a new Change 108 Extended Security Services (ESS) 65, 68
create a new Incident 114
create a new Release 111, 163
credential-less discovery 32
F
Facilities Management 85
cron job 66
failing Configuration Item 222
cron task 70
federation capabilities 32
Federation Service 55
D Financial life cycle of assets 85
data integration 53 Financial Management 99
data source 24, 31, 55, 58, 294, 298 freeze policy. 226
database installation 42 functional integration 52
Definitive Hardware Store 162
Definitive Media Library (DML) 154
Definitive Software Library (DSL) 40–41, 44, 55,
G
G_PEREGRINE.conf 195
80, 154–155, 162, 178
Genesys 57
deployed assets 88
GEO112E message 222
Discovered CI space 65
Geographically Dispersed Parallel Sysplex (GDPS)
CI Type 93
222
discovered OMP
Get Originator Details 225
new End Point 158
Global Search 39
Discovery dataspace 94, 293
discovery library adapter (DLA) 55, 92, 156, 160
discovery phase 92, 301 H
Domain Manager 54, 293–294 High Availability Cluster Multi-Processing (HACMP)
domainquery file 79 73
domainquery.shallow 79 hostname 194, 297, 299
Draft mode 174 HP Asset Manager 57
Dual-Class Hierarchy 88 HP OpenView ServiceCenter 185
HP Service Center 57, 62, 69
Netcool/Omnibus gateway 186
E original change number 206
Eclipse Foundation 276
HP-UX 187
eCMDB server 78–79
EIF Receiver 191
Emergency Request For Change (RFC) scenario I
120 IBM Directory Server 66
Implementation steps 121 IBM Global Services 20
Process flow 120 IBM Service Management (ISM) 12, 17–18, 20
end-to-end Service Management 99 architecture 27, 30, 52
enforcing data integrity 54 comprehensive and integrated approach 18
enhanced Telecom Operations Map (ETOM) 11, 20 definition 11
Enterprise CMDB 77 Integration 50
Enterprise Manager Database Server 75 integration 50
Enterprise Manager Server (eCMDB) 75 categories 51
ESS Server 64 data integration 53
event management functional integration 52
software system 59 user interface integration 52
workflow 60 requirements 50


interactions 11 features 32
mapping of Tivoli products 25 IP V6 support 34
Service management products installer 28 logical components 33
solution 23 migration manager support 34
strategy 26–27 new task scheduler application 35
IBM Service Management Adoption Model 20 Processes enabled 33
IBM Service Management Partner Ecosystem 20 Version CCMDB V7.1.1 34
IBM Systems Journal 18 IBM Tivoli Compliance InSight Manager 13, 15
IBM Tivoli Access Manager 13, 15 IBM Tivoli Composite Application Manager (ITCAM)
IBM Tivoli Application Dependency Discovery Man- 13–14
ager (TADDM) 61–62 IBM Tivoli Configuration Manager (TCM) 12, 15,
Domain Manager 77–78 154, 159
Domain Manager Database Server 74 IBM Tivoli Data Warehouse 12–13, 15
Domain Manager Server 73 IBM Tivoli Decision Support 15
domainquery 79 IBM Tivoli Directory Integrator 12, 185
domainquery.shallow 79 IBM Tivoli Directory Server 12
Enterprise Manager Server (eCMDB) 75 IBM Tivoli Enterprise Portal (TEP) 59
scalability considerations 73 IBM Tivoli Federated Identity Manager 12
SYNC_ALL_ATTRS 79 IBM Tivoli Identity Manager (TIM) 12–13
IBM Tivoli Asset Management 12–13 IBM Tivoli Integration Adapter 156
IBM Tivoli Asset Management for IT (TAMIT) 45 IBM Tivoli Integration Composer (ITIC) 67, 93, 156
Applications enabled 46 System Administrator 156
benefits 45 IBM Tivoli Intelligent Orchestrator 12, 14
components 46 IBM Tivoli License Compliance Manager 12–13
more information 47 IBM Tivoli Monitoring 12–13, 15, 56, 184
Processes enabled 46 IBM Tivoli Netcool OMNIbus 12–14
IBM Tivoli Business Continuity Process Manager IBM Tivoli Netcool Performance Manager 14
(TBCPM) 28, 31, 47, 49 IBM Tivoli Netcool/Omnibus 184
analyze the outage 223 IBM Tivoli Netcool/Omnibus gateway 185
architecture overview 48 IBM Tivoli NetView 13–14
declare the disaster 230 IBM Tivoli Network Manager 12–14
features 47 IBM Tivoli OMEGAMON XE 13–14
more information 49 IBM Tivoli Open Process Automation Library 56
outage scenario 219 IBM Tivoli Performance Analyzer 12
Recovery Plan application 214 IBM Tivoli Performance Modeller 12
recovery plan with auto-approval 214 IBM Tivoli Release Process Manager (TRPM)
scenario 212 39–40, 160
scenario implementation 212 Applications enabled 41
Verify the recovery 231 benefits 40
IBM Tivoli Business Service Manager (TBSM) 60 best-practice ITIL flows 40
IBM Tivoli Business Services Manager 184 highlights 40
IBM Tivoli Capacity Process Manager 12 more information 44
IBM Tivoli Change and Configuration Management new classifications 43
Database (CCMDB) 20, 27–28, 31–34, 36, 40, 42, new job plans 42
49, 54, 56, 61, 65, 86–87, 89, 92, 96, 99, 105–106, overview 39
114 Processes enabled 41
Applications enabled 33 Tivoli Provisioning Manager LDO deployments
Asset support 35 44
benefits 32 Version 7.1.1 31

Index 325

IBM Tivoli Release Process Manager (TSRM) 15 Book 16
IBM Tivoli Risk Manager 15 component 3
IBM Tivoli Security Compliance Manager 13 Process 16
IBM Tivoli Security Operations Manager 13 ITL definition 84–85
IBM Tivoli Service Level Adviser (TSLA) 12, 14 ITSC (IT Service Continuity) 212
IBM Tivoli Service Request Manager (TSRM) ITSC (IT Service Continuity) Manager 212
12–13, 15, 31, 35–36, 56, 198–199 ITUP Composer 9–10
application URL 204
benefits 36
components 38
J
job plan 42–44, 160–162, 173–176
computer telephony integration 37
full information 43
more information 39
master 173
overview 35
sequence 173
Service Catalog 37
Service Desk 36
Service Desk component 36 L
Service Requests 39 Lab environment 118
Version 7.1 42 Launch-in-Context (LIC) 52, 54, 59, 179, 200
IBM Tivoli Storage Manager (TSM) 14 scenario 253
IBM Tivoli Storage Process Manager 14 LDAPSync 66
IBM Tivoli System Automation 13–14 License Compliance 87
IBM Tivoli Unified Process (ITUP) 7, 20 License Management 84
IBM Tivoli Unified Process Composer (ITUPC) 9 Linux 187
IBM Tivoli Usage and Accounting Manager 12 Linux-based server 187, 197
IBM Tivoli Workload Scheduler 14 logical device operation (LDO) 42, 44, 160
impact 134 logical management operation (LMO) 23, 55, 157
Implementation phase 150
Incident Analyst 239
M
Incident Management 38, 272 manage critical assets 45
incident ticket 60, 186 maxadmin 243
Infoman 57 MAXATTRIBUTE 291
Information Technology Infrastructure Library (ITIL) Maximo 184
6, 20, 62 Maximo Asset Management 45
Infrastructure and Business Management 58 Maximo Enterprise Adapter (MEA) 55, 69, 184, 199
INPRG 147 typical usage 69
Installed components 118 MEA integration framework 55
Integration benefit 50, 54 Microsoft Active Directory 66
Integration Framework 55, 60 middleware 42
Integration Module (IM) 23, 52, 55, 154, 159–160 Migration manager 34
Integration requirement 50 MS Project adapter 56
integration solution 188, 198–199, 202
integration technologies 50, 56
ISM Assessment Tool 304 N
ITIL Advisory Group 7 nested job plan 173
ITIL based Service Management 1, 7, 9, 11–16 Netcool HP ServiceCenter Gateway 187
ITIL processes mapped to tools 12 Netcool Impact 240
ITIL Service Management Self-Assesment 304, Netcool Omnibus 56, 186, 188–189, 193–195, 240
320 Netcool Precision 57
ITIL V3 new service request 122


O Release process 2, 99, 110, 154, 159, 161, 163,
OMP console commands 48 172–173, 176, 179
OMP server 160 Release Process Manager (RPM) 44
OMP system 157, 160 Release Process phases 162
Software Distribution 180 Communicate, Prepare 162
Open Process Automation Library (OPAL) 20, 56, Design, Build 162
69, 198, 319 Distribute, Install 162
operating system (OS) 70, 81, 96, 189 Plan 162
operational management product (OMP) 21, 31, Plan Rollout 162
54, 58, 154, 158–159 Test, Accept 162
Organization Level 165 RELEASENUM 165
remediation 238
Remedy 57
P report design file 278, 294
Peoplesoft 57
report SQL 292
Performance and Availability Management 58
request for change (RFC) 85, 142, 161, 166–168,
Physical logistics 84
171
PMCHG 42
Rich Client Platform (RCP) 276
PMP (Process Manager Product) 65
Risk Management 85
PMREL 42
PMSC 42
Post implementation review 150 S
Priority Matrix 39 SAP 57
Priority Matrix application 125 Scenario 1 - Incident, Problem and Change Man-
Problem Management 38, 272 agement flow 117
Problem Manager 139 Scenario 2 - FixPack deployment 153
process integration 52 Scenario 3 - Process level integration with an exter-
Process Manager 19, 28, 31, 39–40, 42–45 nal service desk system 183
Process Model for IT (PRM IT) 20 details 184
process request 43 introduction 184
Process Solution command line 161 Process flow 185
Process Solution Installation Wizard 161 Scenario 4 - IT Service Continuity Management us-
procurement process 84 ing IBM Tivoli Business Continuity Process Manager
promotion 95 211
proven process models 20 Schedule phase 149
Search Solutions 121
Security Management 58, 85
R self service users 121
Rational Method Composer (RMC) 9
separate Authorized CI Hierarchy 88
real-time dashboard 45, 60
service catalogue 28, 33, 36–37, 42–43, 160
reconciliation 94
Service Design 3, 272
Reconciliation Task 88
Service Desk 28, 33, 35–36, 39, 52, 56, 114
Recovery Plan application 213
Service Level Agreement 60
Redbooks Web site 321
Service Level Management 15–16, 36, 38–39
Contact us xx
service lifecycle 3
reducing costs 54
Service Management 1–2, 5–12, 16–18, 20–23,
reference identifier 54
30–32, 45, 52, 54, 56, 58, 61, 70, 95
Release application 153
Service Operation 273
Release Management 7, 27, 40, 62, 70–71, 95, 99,
Service Oriented Architecture (SOA) 23
110–113, 272

Index 327

Service Request application 122 185–186, 197–198, 202–203, 206, 209
Service Strategy 3 Tivoli Enterprise Console (TEC) 57
Service Transition 4 Tivoli Enterprise Monitoring Server (TEMS)
Set Level 165 193–194
Site Level 165 Tivoli Enterprise Portal (TEP) 59, 189
software image 40, 55, 154, 156, 160 Tivoli Event Integration Facility (TEIF) 193
Software License View 46 Tivoli Identity Manager (TIM) 57, 60
Software Package Editor interface 160 Tivoli Integrated Portal (TIP) 251
Solaris 187 Tivoli License Compliance Manager for distributed
SRM Application Designer tool 243 57
stakeholders 162 Tivoli License Compliance Manager for z/OS 57
Start Center 279–280 Tivoli process automation engine 18, 28, 33, 45,
ITSC Analyst 223 54, 56
ITSC Manager 213 core app 34
Report Administration application 280 different versions 29
sticky session 70 product 62
Storage Management 58 Version 7.1 29
Subject Matter Expert (SME) 231 Version 7.1.1 29
subnet 93 Tivoli Provisioning Manager (TPM) 44, 55–57,
System Center Configuration Manager 57 60–62, 69, 80, 155, 159, 178–180
System Level 165 Tivoli Provisioning Manager for Software 156
System z Tivoli Systems Automation for Multiplatform 73
CIs 40 total cost of ownership 45
platform support 40
U
T urgency 134
TADDM Business Application view 263 user interface (UI) 21, 52, 200, 295, 298
TADDM Launch in Context entries 263 user interface integration 52
test environment 37, 179
Test Plan application 213
ticket template 39, 131
V
valuation 85
Tivoli Application Dependency Discovery Manager
VERITAS Cluster 73
(TADDM) 61, 63, 65, 67–68, 73, 75, 77, 79, 87,
Virtual Member Manager (VMM) 64
156–157
LDAP Directory Server flow 64
access lists 93
VMMSync 66
Actual CIs 87
discovery scope 93
schedule 93 W
topology 64 Web Service interface 56
Tivoli Application Desktop Discovery Manager Web Services Description Language (WSDL) 53
(TADDM) 293–294, 297–298, 301 Work Order application 213
Tivoli Business Services Manager (TBSM) 184, work plan 42
186, 188–189, 192, 194 workaround 137, 239
Tivoli Common Data Model (CDM) 89 workflow 8
Tivoli Configuration Manager (TCM) 40, 55, 57, 60,
69, 154, 156–157, 159, 163
X
discovery library 159 XML file 55, 158, 277, 293–294
Tivoli Directory Integrator (TDI) 55–56, 60, 69,


End-to-End Service
Service Management
End-to-End Service
Management Using IBM Service
End-to-End Service Management Using IBM Service Management Portfolio
End-to-End Service Management Using IBM Service Management

End-to-End Service
Service Management
End-to-End Service
Service Management

Back cover ®

End-to-End Service
Service Management ®

Portfolio
Learn how to use ISM IBM® Tivoli® Service Request Manager, IBM Tivoli Change
Portfolio for and Configuration Management Database, IBM Tivoli Asset INTERNATIONAL
comprehensive Management for IT, IBM Tivoli Release Process Manager, and TECHNICAL
Service Management IBM Tivoli Business Continuity Process Manager are key SUPPORT
components of the IBM Service Management strategy. This ORGANIZATION
IBM Redbooks® publication presents scenarios on the
Implement real-life
combined usage of these products for implementing a
scenarios
complete, end-to-end Service Management solution.
BUILDING TECHNICAL
Learn best practices We start by introducing Information Technology Infrastructure INFORMATION BASED ON
Library (ITIL®)-based Service Management, followed by a PRACTICAL EXPERIENCE
discussion of how to design your ITIL-based Service
Management solution using the Tivoli products.
IBM Redbooks are developed by
We have included several scenarios that will help you the IBM International Technical
understand how these products work together in a real Support Organization. Experts
customer environment. from IBM, Customers and
Partners from around the world
This book is a major reference for IT specialists working on create timely technical
implementing ITIL-based Service Management solutions information based on realistic
using Tivoli products. IT managers, IT architect, and scenarios. Specific
recommendations are provided
pre-sales technical specialists will also benefit from to help you implement IT
information presented in this book. solutions more effectively in
your environment.

For more information:
ibm.com/redbooks

SG24-7677-00 ISBN 0738432210

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