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