One of the trends that we are seeing today is the convergence of security management and systems management.The better job you can do managing your infrastructure, the better equipped you will be to define and enforce security policies and controls across that infrastructure.There are few places where this convergence is more evident than the endpoint.
As the notion of a perimeter disappears, and we see the continued proliferation of an increasing number of traditional and non-traditional endpoints, such as servers, desktop PCs, laptops, ATMs, point-of-sale devices, and self-service kiosks, organizations are looking for a comprehensive approach to how they best manage and secure all of their endpoints.This includes, but is not limited to, identifying all of the endpoints that you have in your environment, managing the complete lifecycle of that endpoint, providing continuous security and compliance, effectively deploying patches in a timely manner and finally, managing the power usage of that endpoint.
Tivoli Endpoint Manager, built on BigFix technology, can address all of those needs, but in this blog, I want to focus on that last piece of the conversation, because it is one that does not immediately come to mind when people are typically thinking about the most critical elements of managing an endpoint.However, we have seen that effective power management is something that can actually pay for all of the other benefits that Tivoli Endpoint Manager can provide.You can ultimately end up saving money, the environment, and in the process, deploy critical security and systems management controls across all of your endpoints (even the ones you didn’t originally know you had).
In a recent article (click here), Penn State wrote about their deployment of Big Fix (now called Tivoli Endpoint Manager) and indicated that it could save them about $800,000 annually.At a large university like Penn State, they have thousands of computers that can be included in their power management initiative, and many of these computers are only heavily used during peak hours.Tivoli Endpoint Manager allows the Penn State IT staff to automatically put these computers in sleep mode when they aren’t in use.They are anticipating not only a significant ROI (about $800,000 annually), but are also hoping to reduce the amount of carbon dioxide released into the atmosphere by 60,000 tons.
One of the objections that people often bring up when it comes to power management for the endpoint is that it can interfere with the patch process.This is one of the areas where the convergence of security and systems management is so important.The policies that you create and enforce from a systems management perspective need to work hand-in-hand with the policies related to security management.For that reason, Tivoli Endpoint Manager was built on the core concepts of convergence, scalability and granular policy setting.It allows an IT staff to automatically wake computers at a designated time, apply required patches or enforce configuration policies, reboot, and then bring the endpoint back down to a hibernated, low energy state, or shut it down altogether.
The Chichester School District (click here) provides yet another great example of power management savings. This regional school district in Delaware County, Pennsylvania, manages more than 2,000 Microsoft Windows desktops and 50 Microsoft Windows servers throughout a six-school network.The Chichester School District implemented energy conservation using the power management capabilities of Tivoli Endpoint Manager to help reduce computing energy costs by 70 percent. Their IT team also uses the distributed “Wake-on-LAN” functionality to distribute and install patches to those machines that are turned off at night. This allows for a reduction of energy resources and confirms machines are securely patched—without impacting employee productivity.
The integrated patch and power management capabilities of IBM Tivoli Endpoint Manager provides IT staff with real-time information on remote endpoints to simplify patch processes, conserve energy and reduce on site troubleshooting.
The benefits from cloud computing seem clear: cost
reduction, better flexibility, scale to meet business demands, etc.
... However, getting to cloud involves a lot of decisions. Learn how some of
your colleagues are leveraging Tivoli solutions to automate virtualized
environments and move to private clouds.
This FREE webcast will be followed a live Q&A session with the speakers.
Speaker: Mohamed Abdula, IBM Director, Service Automation and Cloud Solutions Product Management
Since joining IBM in 1996, Moe (Mohamed Abdula) held multiple technical
and management roles with significant experiences in Product
Development, Delivery, Portfolio Management, Business Operations as well
as Technical Support and Services. Moe's experiences spans multiple
Software Group brands with global team management experience.
Recently, Moe joined the Tivoli organization to assume responsibility
for Product Management and Strategy of the Service Automation and Cloud
Computing portfolios. Prior to joining IBM, Moe held a number of
research associate roles and lectured on early Object Oriented computing
concepts. Moe attended the University of Leeds in the UK, where he
received an honors bachelor's degree in Electronic and Computer
Speaker: Bowman Hall, IBM Director, Cloud Computing Client Engagements, IBM Software Group
Bowman Hall joined IBM in 1996 after IBM's acquisition of Tivoli
Systems, Inc. Bowman has had multiple technical and management roles
within IBM in technical support, education, consulting services and
technical sales, based in the US, UK and Spain. Since 2009, Bowman has
been responsible for Cloud Computing Client Engagements with the IBM
Software Group, where he leads early adopter customer projects and cloud
software implementations. Prior to joining IBM, Bowman was responsible
for managing distributed systems at Carnival Cruise Lines. Bowman
attended the University of Texas at Austin where he received a
bachelor's degree in mathematics.
Become a TUC member and Get Registered !
in this free webcast session you must be a registered member of the TUC. Please register now! Once you
become a member you can join a local or virtual user group, take advantage of
our online education and certification resources as well as our networking and
benefits include; Pulse Conference Discounts codes; 40% Discount on Tivoli
books from IBM Press, Free certification testing at local user group meetings
and much more!
Are you looking for a reason to head down to Florida next month?
Tivoli will have a large presence at next month's Innovate2011 conference in Orlando, with over 30 sessions which highlight the Tivoli/Rational integration, and six booths in the solution expo. In addition, you can check out the Tivoli executive speaking engagements including Danny Sabbah (GM, Tivoli Software) at the executive summit presenting on
'Collaborative Development and Operations', Jamie Thomas (VP, Tivoli
Strategy and Development) on organizational agility and efficiency, and
Steve Robinson (GM, IBM Security Solutions) on 'Security in Industries'.
Also, be sure to check out the 'Service Management Simulator Experience' at Innovate, a hands-on role playing game focusing on the challenges and business value of
implementing Service Management best practices in a real life scenario!
The voting for papers at VMWorld has opened and we're looking for both IBMers and customers who want to hear about what IBM has to offer to visit the VMWorld website (registration required) and vote for your favorites.
Search for "IBM" to find our papers. Voting ends on May 18 so run, don't walk. You can vote on as many sessions as you’d like but you can only cast one vote per session.
Thank you for your support and we look forward to seeing you there in August.
Oh, how happy I am to have that application in my phone to download my favorite tune; and as an end-user I’m happy as long as my phone gets my directions correct. However, to deliver such a rich user experience what goes into the back-end is the design and delivery of an increasingly complex system of systems.
It’s about the ‘sustainable innovation with Integrated Service Management for Design and Delivery;’ where Tivoli and Rational software come together, bridging the gap between design, development, test with operational processes and together service the critical business needs.
This integrated process enables organizations to:
Identify required changes and resolve customer issues in less time
Reduce system downtime and repair costs
Limit risk exposure by providing better visibility to change impact
More than 60 IBM Product experts, (Software Engineers, Architects, Designers, Consultants, Test Specialist, etc) have agreed to be "on tap" to cover a twelve hour technical Q&A "online Jam" this Wednesday, May 11.
Bring out your questions and let's keep these experts busy!
MARK THE DATE May
11th, 2011 8AM - 8PM Eastern USA for the next Global Tivoli User
Community Ask the Experts Online Jam (ATE)!
Go hereto learn all of the details on how the
ATE tool works.
What topics will be covered during
the ATE? Application Management & Monitoring Asset Management Change & Configuration Management Cloud computing - service management solutions Network, Service Assurance & Event Management Security Management Server & Provisioning Management Service Desk & Service Catalog Storage Management Workload Management z/OS Systems Management What time is the ATE Jam session?
Eastern USA - Wednesday, May
11th, 2011 at 8:00 AM - 8:00 PM
Now that Pulse is in the rear view mirror, we can focus our attention on INNOVATE, Rational's flagship event for 2011.
Innovate 2011 is the event for software innovation. It is the conference totally focused on helping you transform software innovation and accelerate better business outcomes.
Need another reason to attend Innovate 2011?... You can also take part in the 'Service Management Simulator Experience', a hands-on game focusing on the challenges and business value of implementing Service Management best practices in a realistic and exhilarating scenario. Over the course of a few hours, you'll use gaming and role playing dynamics to mirror the real-world interaction between IT and the business, from both a strategic and operational perspective. In the end, you will come away with an actionable understanding of how the effectiveness of IT processes impacts your business! - For more information, visit the Simulator web page - Check out this 3-minute youtube video from a previous workshop - Read the rave reviews
- To register or if you have questions, send an email to firstname.lastname@example.org
BTW...Readers of this blog may recall that we also conducted a simulator workshop at Pulse this year.
Join us and the Tivoli community at Innovate 2011 – it’s a great opportunity to network with your peers and take away valuable insight that you can use today. If you haven’t yet registered for the conference, you can register here.
I was teaching an ITIL course last week –
with the managers’ bridge route to the ITIL expert about to close, there was a
sudden need for a trainer and I got the chance to pick up a training gig in Dublin. Well, on the edge
actually – in Blanchardstown. Turns out that is place to make you question your
presumptions about a country – the view from the hotel window (as you can see)
could at first glance have been most any mall in any US town. And after being used to
seeing an Irish Bar in every town I go, this time I spent 4 days without even
seeing a pub! So, not your typical Irish trip, but both pleasant and useful
For all its economic challenges it is good
to see Ireland
still as friendly as ever – a modern multi-cultural EU country now, certainly
more expensive than ever before, but still they understand the craic. It is nice
to be in one of those towns where you are expected to sit in the front seat of
the taxi and talk about life and its meaning and pleasures – and even though my
drivers were from Hong Kong, Africa and Ulster
rather than Dublin,
still it all felt very Irish and human sized.
But I had a great time work wise too, a
rare opportunity to focus again on the ITIL material, a reminder of some parts
I had all but forgotten – including some it seems I wrote myself. Most
important though was the chance to talk with the others on the course, getting
an insight again into how this stuff works in the real world – the delegates
all being part of our managed service accounts and delivering real service
management to real customers on a day-to-day basis.
I guess I need that reminder now and again:
writing, talking – even thinking – about things is good and important stuff,
but if we lose sight and touch with actually doing the things we talk about
then inevitably we will get that writing and thinking and planning wrong. I was
lucky enough to visit some real service management workers the week before
also. That was in Abu Dhabi – a different
culture from Ireland
for sure but mostly the same issues that people in our industry face like
resistance to change and even more resistance to change management; where to
start, how to measure, the need to derive pragmatism and realism from the
theory in the best practice books.
So - a couple of weeks of good lessons for
me, and I hope for my students also. I had a good reminder of the need to keep
real, to encourage reality above ideals. I learned not to presume how a place
will be, nor to be too concerned if it looks a little different to begin with. Despite
appearances, service management issues have more in common than you might think
– across counties, cultures and industries – which gives us all a large
community of colleagues to discuss matters with and to exchange ideas and
conversation. I guess that is what we look to organisations like itSMF to
facilitate in the widest sense: service management craic.
Anyway – I am looking forward to keeping in
touch with service management reality – through talking to and working with
people in real service management jobs, be that through training, conference
discussion or more directly. We all need that good mix of ideas and
 Go ask an Irish friend if you don’t know the word: you will know
the concept because good conversation and pleasure in good company is not an
Irish preserve, although they are especially good at it – and one of the few to
have coined a word for it.
Impact 2011 joins Pulse* in the rear view mirror as IBM continues to truck through 2011.
The next stop in the convoy is Innovate. June 5-9 in Orlando, FL.
What is Innovate? Well, one of my fellow marketing folks worked very hard on this description of Innovate, so I'm just going to paste it in the section below:
Innovate 2011 is the event that recognizes, celebrates and enables software and systems innovation. It is the conference totally focused on helping you dramatically improve software economics.
Translation: if you work with software, and especially if you work with Rational, this is your show!
The Integrated Service Management team will be there in full force, focusing on design and delivery.
Gina Poole, VP Marketing, IBM Rational is hosting the show and if I haven't convinced you already then maybe this will. Keynote speaker, two words: Felicia Day!
For those unfamiliar, take a moment to listen to her keynote at SXSW and you'll start to understand why she's one of the most innovative and successful creators working in the entertainment industry. (and, on a personal note. I got to meet her briefly at SXSW and she's one of the nicest people on the planet)
Registration is open. Put it in fifth gear and get to the Innovate page to register and we look forward to seeing you there.
And, of course, more news on where to find us at Innovate the closer we get to the conference. In the meantime, you can follow the conversation on Twitter using the hashtag #ibminnovate.
As may have been noticed from recent blogs I
spent most of the last month travelling. Actually thinking about it, most of my
last 33 years has been travelling for work. So while I might spend much of my
time talking about service with IT professionals; the services that most impact
my life tend to be related to the travel industry. Seems to me that service is
service, and many of the lessons learned in travelling – and watching people
while travelling – are very relevant in all aspects of service delivery, IT
related or not.
What has really impressed itself upon my
mind recently is how receiving services – of whatever kind – can so often make
you feel offended, insulted, slighted or just plain angry. Objective thought
makes it pretty obvious that the intention was actually to deliver good
service, but somehow it can be hard to believe that when you see some of the
symptoms of not thinking things through.
Let’s start with a fairly innocuous and
almost silly example from the Dubai
metro system. This metro is brand new, really impressive, fast, clean
comfortable – and cheap. I can forgive its rather early closing time (11pm) and
late start on the weekend as a necessary acknowledgement of how many taxis and
especially taxi drivers need to continue to make a living – and how much they
may have felt threatened by the new metro.
What I couldn’t help but notice, and that
stuck in my mind more than anything else, were the local information maps displayed
– a good and helpful feature that shows important buildings near enough to walk
to from each station. They show where places are using colour-coded dots, for
example pink dots show hotels. At my local station there were three hotel dots
– so I which hotels were served by that metro stop. But it didn’t tell me which
hotels they were – just that they are
hotels – how much more effort would it have taken to write the names on? And
how much would that final piece of data been worth? I think that’s what bothers
me – when suppliers seem to do 90% of the work right but that missing 10%
destroys 90% of the value.
But OK, I am sure that will be remedied -
eventually. There is, however, a characteristic of physically delivered
services that I see so often – and bothers people so much – that I have tried
to give it a name. Best I have so far is VNS,
Non-Service.I am sure you have
seen it – travellers will see it at airline travel desks and immigration
counters, but all of us see it almost daily at banks, post offices and shops.
Let me set out a typical scenario - one I saw last week (and most times I
travel). There are 5 or 6 customer service desks; two of them have staff
serving the waiting line of customers, one by one. At another desk are two of
the airline or airport staff – every now and then a customer in a hurry goes up
to them, only to be turned away. These people are not attending to customers.
No, it might be that they are doing some critically important task, vital
filing, discussing long term business strategy etc. But why do they do it in
font of the customers? We can see only paid supplier staff NOT helping us, and
apparently not caring. Actually, I think banks are amongst the worse offenders,
frequently seating staff at customer facing positions to do non-customer facing
It seems to me that this is a failure to
think through how customers perceive things. Of course it might make perfect
sense to the planners and HR people – making best use of physical space, having
managers where they can see staff working etc. But – if you feel tempted to do
this, or anything else that customers will see - please think through how it
will look and feel to someone who was NOT there when you planned it.
In fact VNS and other ways to disregard customer
perception – once you think it through – have significant implication and
consequences: whether that is IT applications that decide to archive your
records when at times apparently selected to annoy you the most, scheduled
maintenance that seems to target your busy periods or supervisory staff walking
around apparently doing nothing helpful while customers wait in long lines. The
more complex our world gets, the easier it is to get things wrong. Like the maintenance
slot that is obviously good to the planner in New York but which hits the
obvious usage slot in Dubai (where Sunday is the first working day of the week,
and you want your administration services – like expense reporting – up and
running at the start of the week – which is when business travellers typically
do their expenses.
So if you are planning services that a
customer will see, please do me a favour: try and think how it will be seen and
perceived, putting aside how logical YOU already know it is. As the man said –
perception is reality, try to make your customers’ perception into your
Final story, about how it is possible to
get it right. Many years back, when I worked for the UK Forestry Commission, I
recall talking with our Recreation Planning Officer. He had just designed and
constructed some way-marked walks through a forest he personally knew very well.
Before he allowed them to be opened to the public, he brought his children in,
and walked behind them on the route – noting down everywhere they had trouble
seeing the right way – and then he corrected those faults. I believe that
nowadays this might be called ‘User Acceptance Testing’ – and what it needs is
users, not suppliers pretending they can see it from a user perspective.
‘Health is Wealth’ so goes an old saying and holds true in its every logical explanation. The healthcare industry, being one of the largest, is also the fastest growing industry in the world. IBM’s significant contribution to healthcare with its wide spectrum of solution offerings through a gamut of capabilities has made IBM earn many valuable clients from the industry. For example: IBM is collaborating with Nuance to Apply IBM’s "Watson" Analytics Technology to Healthcare (press release)
Integrated Service Management for healthcare helps our clients meet their business challenges and achieve smarter healthcare system. Tivoli Case Study: Healthcare is a repository of our clients’ success stories which brings an interesting insight on various kinds of challenges that may arise in a business scenario, the solutions offered and its benefits.
Last time we talked about the Integrated Service Management Simulator Workshop At Pulse, the review from Rich Ptak, the Virtual Simulator game and then we hinted at the video we shot during the session.
Well, here's the video!
As someone who does this every day, I'm sure that you'll agree it captures the "ordered chaos" that is your job and captures your struggle to achieve best practices with service management excellence at your company.
It's worth it to pass this video to some of your non-IT colleagues at your company so they can get a feel for what you're up against.
It might also be helpful to follow it up with lunch and listen to their reaction to the video and talk about how you can work together going forward.
Oh, and don't forget. We run these workshops at our customer sites all year. If you're looking to have one done, contact David Ojalvo directly for more information (daojalvo [at]us [dot] ibm [dot] com).
Impact is in full effect (and if you don't believe me, than you haven't been watching Impact TV or the Social At IBM Impact Portal), but for those of us not in Las Vegas we're still turning out the hits.
And by hits I mean new solutions for you!
Today sees the release of two products:
IBM Security Key Lifecycle Manager for z/OS® (Announcement Letter 211-104) with enhancements to DB2 and IBM System Storage integration.
IBM® Tivoli® Application Dependency Discovery Manager V7.2.1 (Announcement Letter 211-159) which delivers a number of enhanced discovery capabilities and new storage reporting.
If you want to sit down with someone to discuss these or other solutions, you can contact your IBM sales rep and/or Business Partner (Business Partner Locator Site) and have them sit down with you now to discuss Integrated Service Management and be sure to ask them about conducting a whiteboarding session.
And be sure to keep following the action at Impact all week.
I set out do this blog as a pretty
shameless advert for my article in the latest issue of the itSMF International
magazine. So let’s get that bit out of the way first – it is here
– read it soon!
But actually thinking about the itSMF magazine leads naturally
on to talk about the itSMF International publishing and the recent success
stories – and success stories should be talked about, so I’ll do that now. It has been a while since the international
publishing committee of itSMF (IPESC) faded out – but while IPESC may be
dead, I felt its spirit, innovation and enthusiasm resurrected at our recent
chapter publishing meeting. IPESC was always full of good intentions, but the
difference now is the ability to take ideas forward to our itSMF’s own
publications – and to produce good things.
The magazine is one of those things. It may
not be exactly War and Peace – but it is the kind of things that professional
service managers might read, enjoy and then look for the next issue coming out
– exactly the positive reinforcement cycle we need to create a tipping point. Actually,
the meeting itself was another great thing. So far as we can tell this was the most
chapters ever represented at any kind of itSMF meeting – including all previous
IBM – along with TSO – sponsored the
meeting, and we also hosted it at the IBM Amsterdam office. That sponsorship
gave me the right (and from my management’s perspective, the obligation) to a
10 minute agenda item to address the meeting. Now, those of you who know me
will realise I don’t usually need the justification of an agenda item to talk.
But, given the nature of my audience, I wondered what to talk about in that
formal situation. The obligatory ‘IBM has something you might be interested in
seeing’ bit was easy – a quick demo of our new G2G3 developed virtual
simulators – plenty about those in other blogs on this site so go read them I won’t
repeat it here.
My main message – and one I feel strong
enough about that I want to repeat it here – was how important sponsorship like
itSMF is (also rightly) proud of its ‘owned
by the members’ and ‘not for profit’ nature – and so it shapes the community more
than any other organisation – or more accurately it helps its members shape and
develop that community. But being not for profit doesn’t stop there being bills.
We all share in this service management
community, and it seems to me both right and necessary that the key players in the
industry take seriously the need to also be key supporters of that community.
For many sponsorship is seen as a way to
keep conference prices low, or just about advertising leverage. The sponsorship
of meetings like the publications gathering in Amsterdam makes a real difference to itSMF
being able to work on initiatives (in this case publications initiatives) that
push the boundaries and develop our community – things that can take us all
forwards. That kind of innovation – like ITIL itself 22 years ago – cannot be proprietary.
Like ITIL though the proprietary players stand to benefit from the evolution
and development of the non-proprietary guidance.
So what I spoke about in Amsterdam, and what seems important enough
for me to say again, is that the community needs its big players to put enough
back in. IBM sponsored that event, I hope IBM will sponsor again – but I would
like it even more if we have serious competition from some other big names to
get the good sponsorship.
itSMFI is producing important parts of our professional future, and
there is the chance for all players in this community to support - big companies with big sponsorship through
to individuals getting involved and active. So get on board - please.
Impact gives us a chance to talk to our customers about how Integrated Service Management aligns with Business Process Management and SOA as well as gives us another opportunity to show some amazing joint Cloud solutions (see the press release from Pulse, "IBM Advances Cloud Computing with New Software").
If you're at Impact (and even if you're not...more on that later in the post), here's how to find us:
Tivoli At Impact? There's a Web Page For That
The "Tivoli At Impact" web page, courtesy of David Ojalvo (@David_Ojalvo), is the offical page for everything that's going on at Impact for Tivoli software.
The Cool Kid's Table In The Solution Expo
There are many things that you'll be able to see in the Solution Expo, but if you want to know where all the cool kids (aka the Integrated Service Management folks) are then take note of the list below:
'Integrated Service Management' ped (Automation, Image Management and Security).
'Private Clouds' ped within the Smarter Computing zone (Ped SC3).
Integrated Service Management for IBM zEnterprise' (Ped Z8).
'IBM Solutions for Smarter Communications' (CSP2) ped.
The Tivoli Security for Healthcare demo will beshown at the 'Healthcare and Life Sciences' ped.
Sessions, We've Got Sessions...
It will be very difficult not to see Integrated Service Management since we'll be hosting a number of sessions and we'll have "shout outs" and material in even more sessions across the agenda.
The Impact Smart Site is the best way to create your schedule and keep an eye out for the following sessions:
Automating SOA Policy Service Level Agreements (1569)
Enabling secure application deployment with centralized security policy management (2778)
Enhancing Cloud Strategy and Architecture with IBM's Integrated Service Management
Hybrid Cloud Integration (1380)
Hybrid Cloud Management: An Integrated Approach (1347)
IBM Tivoli Composite Application Manager (2307)
ITCAM for Transactions: End-to-end Transaction Tracking across WebSphere Middleware (2678)
Leverage Application Performance Management Capitalize on Complexities* (1343)
Monitoring BPM Solutions with Tivoli: Future Directions (2960)
Running Your Business Application With WebSphere and Tivoli joint session with WebSphere, overlaps with 2296 and 2329 (1374)
Securing Your Agile Business - IBM Data & Application Security Strategy* (3037A)
SOA Policy Reference Architecture What it is & How to use it (1568)
Utilizing ITCAM to monitor WebSphere in complex topology environments (2329)
Do Not Wait To Register For The Tivoli Lunch Reception
On Wednesday, April 13 from 12:00 - 1:30pm we will be hosting a luncheon reception where you will be able to meet some of our subject matter experts and executives.
Space is extremely limited, so if you want to attend then you need to register on the website (only registered attendees will be able to get in).
It's Not Just TV, It's Impact TV
Much like we did at Pulse, Impact keynotes and a ton of interviews will be broadcast live on Livestream. Keep an eye on the Impact TV channel for all sorts of great interviews, including Jamie Thomas (VP of Tivoli Strategy and Development) on Monday, April 11 at 3pm PST (UTC/GMT -8 hours).
Jamie is one of my personal favorite people to hear talk about Integrated Service Management. She gave a killer keynote at Pulse and you'll she also had a great conversation with Scott Laningham at Pulse (along with our VP of Sales, Joao Perez) which puts her on my "must see TV" list for Impact and you should make plans to check it out too.
The Social At IBM Impact Portal is great for both attendees and folks sitting at their desks. Much like what we did for Pulse, this site has the latest Twitter and blog posts as well as a window to the LiveStream.
I delivered an
SM simulation for a client in the middle of a tropical paradise in Brazil
last week. It is a hard life but I guess someone has to do it. The countryside
around was stunningly beautiful, and the views driving there even more so. I
was reminded of the great Frank Keating’s reporting from an English cricket
tour of the West Indies for readers in a cold
and wet British winter; his opening line to his readers: “Another day
Frank, I was there to work, and work I did –another successful and fun game – I
always enjoy how much the delegates enjoy the experience; we should all have more
work that actually makes people happy.
We had a mix of
nationalities and cultures on the game – a real challenge but one that brings
its own extra flavours. I was thinking about those cultural variations on the drive
back to São Paulo
airport – and I realised there is much more to culture than the obvious things
My driver was a
very nice man – a pleasure to share a space with, just enough English to
converse, comfortable with silence and caring enough to return from a rest stop
with an unsolicited bottle of water for me; plus a cheerful insistence that I
try local specialties that I might not have seen before So, all-in-all, clearly
he is a man who wants me to be comfortable and survive the journey.
So, why did he
frighten the living daylights out of me at irregular intervals on the way?
Simply by behaving normally for his culture: using road verges to pass trucks
at high speed on the wrong side, overtaking in the middle of road works, driving
at high speed within inches of other vehicles. While this seemed reckless to my
culture, it is everyday for Brasil. It made me realise that as well as the
social variations, culture extends to acceptable risk – what would just result
in a late arrival in western Europe is met with acalculated risk to get past the slow moving
obstacles, a culture that values speed over safety perhaps? Or more likely just
the inevitable reaction to the extreme traffic volumes and conditions there. I
didn’t see it as a better nor a worse attitude, just a different one – and
there being differences left in the world is something I, for one, feel is an
unmitigatedly good thing.
many Brasilian taxi drivers before, so I was not surprised, but what did amaze
me was how quickly and unnoticed that culture got into my thinking and
unconscious actions. Back in the UK, driving home from the airport I
found myself changing lanes MUCH more than I usually would. Not too recklessly
I hope, but it took a while before I was back to my normal UK driving
So if we copy
cultural elements so quickly after so short a visit – and that copying spills
over into our next situation, do we do that with our customers too? Do we bring
the needs of the previous customer we worked with to our next, even if it isn’t
the right culture for them? Maybe this is just one more thing for us to watch
out for in our business relationships?
In my opinion, this was, by far, the most fun and engaging workshop session I’ve attended in a long time. This opinion was confirmed with other attendees after the session and in casual encounters over the next few days at Pulse 2011.
He goes on to say:
I wasn’t ready to quit at the end of the three hours. I was really involved and want to go for more; a feeling shared by others. If you get a chance, take this workshop, but watch out, the scorekeeper has lots of surprises for you.
If you're looking to get a feel for the type of things we do in the Simulator Workshop, you should check out the Service Management Simulator game; an online experience puts you inside the situations to experience how practical process improvements can help operations meet service level agreement (SLA) targets and enhance overall corporate service management and profitability.
And if you're interested in running a Simulator Workshop at your company you can contact David Ojalvo directly for more information (daojalvo [at]us [dot] ibm [dot] com).
Oh, and stay tuned to the blog. In the next post about our ISM Workshop, we will be posting a video of what went down at Pulse.
Last week, I attended my first IBM Pulse conference. I really enjoyed the sights and sounds of Vegas, and met many of my Tivoli colleagues for the first time. I also probably walked the equivalent of 15 miles over the five days within the mammoth MGM facility. But what I found most valuable over the five days were my interactions with our customers and business partners.
On Day 1 of the conference, my focus was the ISM Simulator workshop that I helped coordinate. Given that the workshop was: a) taking place prior to any other Pulse activities, b) located in the bowels of the MGM hotel, and
c) three hours in duration...
...I was a bit apprehensive that all the customers and business partners who had RSVP'd would actually show up. But when people started rolling in 30 minutes before the start time, I was confident that this workshop was going to be a success.
When we got started, we had 21 participants sitting around four tables, which is all but ideal for this role playing workshop. Like other simulator workshops that I have attended, it started out a bit chaotic, as participants tried to process the firehose of information that was being thrust upon them. By the end of the three hours, they had come full circle, and were effectively working together to the tune of a $5 million profit for their hypothetical shipping company.
As I chatted with some of them after the session, and listened in on some of their video testimonials, the words I heard most often were "eye-opening", "outstanding" and "insightful".
On Monday and Tuesday, I worked on the expo floor and showed off our cool new ISM Simulator video game. The game allowed users to experience various issues affecting service management and corporate profitability in a simulated organization. At the ped, I got great feedback from customers and partners, who, by virtue of playing the game, were able to get a better grasp of the sometimes abstract concepts of service management.
You can play the IBM Service Management Mission game here.
All in all, it was a great conference, and stay tuned for the video from the workshop!
I'm on my way home from my first Pulse event in Slots Vegas, the people watching capital of the solar system. It was an extremely productive five days on many levels, but that's another blog post for another day.
For now, I wanted to offer my belated perspective on the IBM vs Jeopardy challenge.
Two weeks ago, as I was walking down the sleepy hallways of the IBM Southbury facility, I noticed a small flyer hanging on the wall near the cafeteria. As I got closer to it, the familiar JEOPARDY logo caught my eye. The flyer was promoting the Watson Jeopardy challenge, and encouraged employees and their families to watch it live in the IBM auditorium later that week.
My immediate thought was that it had been at least five years since I had been invited to an after-hours IBM function in the building. I then realized that this would be a great and increasingly rare opportunity to gather my wife and two kids together for an impromptu "family night" activity . (Now that my kids are getting older, and are more and more immersed in the social and sports scenes around town, I recognize how special and valuable these little family outings can be).
After a quick trip over to Subway for a couple of $5 footlongs, we headed up to the sprawling IBM campus. As we strolled through the darkened hallways, my wife and I got my kids up to speed on what they were about to witness. In order to make it even more of a tangible experience for them, we took a quick detour past the enormous server farms in the "B" building. Once there, we peeked through the small glass pane at the top of door, and I pointed to a cluster of servers that was similar in stature to Watson. My 10 year old son stared at the large black mass of iron, which was as tall and wide as about 10 refrigerators, and asked where the monitor was.
When we arrived outside the auditorium, I was surprised at how many other IBMers (and THEIR families) had also heeded the call to attend this event. However, I was even more surprised at the spread of food that was laid out by the catering staff: everything from crudite to mini-quiches, to swedish style meatballs and chicken skewers (why did I eat that entire footlong!!).
As we entered the near full auditorium, one of the engineers from the Watson project was providing some history of the supercomputer that was about to challenge the two most successful Jeopardy contestants in the history of the show. Despite the extremely reader-unfriendly powerpoint charts that our host was speaking to (he should have had marketing create them!), my son and 14 year old daughter seemed highly engaged in the presentation and discussion. Of course, their enthusiasm was soon severely dampened when the host asked if there were any questions, and their inquisitive dad quickly raised his hand.
When the game started, my 10 year old (who had never seen Jeopardy before) was clearly engaged, and was openly rooting for the smart planet placard with the funny robotic voice in the middle slot. My daughter was thrilled to see a category on fashion, and was nearly elated to actually answer two of those questions correctly!
As the game progressed, nearly everyone in the room began to cheer Watson on. We all laughed out loud when Watson wagered odd amounts of money, and groaned as one when Watson missed a question that WE all knew the answer to.
When Watson answered his Double Jeopardy question correctly, a loud roar emanated from the home crowd. Machine had bested man, and my kids were clapping as loud as anyone in the room.
It was a historic night for IBM, a fun family night for my wife and I, and an evening that I'm betting my kids will remember for a long time.
...Oh and by the way, as a result of asking a question during the pre-screening, I received a cool mustard colored IBM t-shirt with the old school logo, which my daughter quickly adopted and inserted into the top of her pajama rotation.
If I had one take away from Pulse, it would be that the community is the key to IBM's success in all of our endeavors.
Our customers (you: the community) are the ones who help us with ensuring that we're giving you the tools to do your jobs and make it home in time to watch Justified (or whatever it is you do when you get home).
Events like Pulse illustrate that one of the ways a community is at its finest is when the members are interacting with each other and helping one another.
Reading, writing and sharing content is one of the ways that communities create ties and these ties tend to be strongest in the technical community.
Service Management Connect will provide a direct path to IBM service management experts and promote fast effective two-way communications between customers and IBM on a variety of service management topics.
The first sub-community to go live will be Business Service Management and these sub-communities will compliment the Tivoli User Groups and ISM Library.
Start by going to the site today and taking a look. We will be talking about it more in the weeks to come as well as be adding new categories soon.
See below for a video that Denny and I shot on the show floor at Pulse 2011. (YouTube link)
Would be something not called "RFE." Why? Where'd you think I was going with that?"
Seriously. The Request For Enhancements (RFE) is a new thing we're doing with some of our Tivoli products where not only can you create your own RFE, but you can comment on ones submitted by other customers.
You'll notice a trend of all sorts of new stuff we're announcing that are centered around building our community up with you; our customers.
A bit different from yesterday, I spent the morning helping our customers register for industry round tables and then followed that up with showing customers the new Integrated Service Management Simulator Game in the Expo Center.
Tuesday, as you know, is when IBM makes product announcements and this Tuesday was no different.
Jamie Thomas talked about a number of announcements (including the ones below) in her portion of the general session (which can be found on the Livestream)
I would call your attention to the following two Announcement Letters that were released today:
The adoption of cloud and virtualization technologies by the market is increasing.
For these technologies to be meaningful to our customers, it is on us to ensure that we can provide the levels of Visibility, Control and Automation (TM) they require to match their Integrated Service Management best practice. (and that's just what we're doing)
Press Release Round Up
The press team put out some great articles that I'd also like to call your attention to:
Some great coverage of the successful client relationships we've built with our industry solutions. They are worth a read (especially the Cities one).
I'd also point you to the excellent blog post Christina wrote about Intelligent Metering Network Management
Speaking of Coverage
As a sequel to yesterday's general session visual note-taking adventure, I present to you my notes from day 2 (Flickr link:
What's Next For Noah?
Tomorrow, I'll be talking to Scott Laningham on the Livestream at 12:40pm PST about Integrated Service Management and then closing out the conference and staffing the Simulator Game in the Expo Center.
If you want, stop by and say hello. I'll show you the demo and can also talk to you about anything Integrated Service Management -related.
Utilities are deploying millions of smart meters across the globe for energy, water and gas metering and expecting over 300 million smart meters globally in next few years. These meters require networks to be secure, reliable and scalable.
To help utilities monitor and manage smart meter events, alarms, and data, IBM is launching Intelligent Metering Network Management software for greater visibility, control and automation of the smart metering infrastructure.The IBM software taps data captured from smart meters – on service availability and assurance – then correlates it according to policies and thus gain greater insight enabling operational improvements.When data events fall outside the normal patterns, the IBM offering can automatically trigger customer service to create a work order or for staff to review the issue and take the appropriate actions.By doing this, IBM software can help detect and even prevent network faults.Furthermore, with more insight into the location of faults, the utility can manage their services more efficiently with fewer truck roll outs.
IBM Intelligent Metering Network Management provides an end-to-end service management approach with real-time monitoring of the wide variety of devices residing on the transmission and distribution networks. The solution enables utility companies to create a ‘manager of managers’ by integrating service management for multiple devices and networks into a single network operations view.
Sunni Brown talks about the "Doodle Revolution," (TEDTalk) and it certainly is a revolution.
You don't need to be an artist to do visual note taking (clearly I am not), but the process itself helps with cataloging ideas.
So, to that end, I decided to do visual note taking for today's general session. See below for the photo set of my notebook and you can always click on them to see the images full-size(direct Flickr link).
Dateline: Boca Raton, Florida - February 28, 2011 - 11:00 am
The MGM Grand Garden Arena darkens, the roar of the crowd softens to a buzz, the orchestra appears on stage, dramatic music accompanying the video montage of customers telling their service management success stories... So far, this Pulse 2011 Day One General Session rivals what I saw from the Academy Awards last night (absent the evening gowns and tuxes, of course).
And I'm seeing this all from the comfort of my home office!
I was not one of the lucky 7000 people to attend Pulse 2011 in Las Vegas in person, but, for the first time, I can tune into Pulse as it is happening. So, I did just that - I tuned into the Pulse Day One General Session via Livestream...and it seems there were about 400 people doing that right along with me.
I won't go into each element of the Day One General Session in detail, but I wanted to share with you some of my thoughts and takeaways:
One of IBM's clients, Bill Broughton, from Amtrak, kicked off the conference today, telling the crowd of clients, business partners (and yes, a few IBMers), this is "OUR conference."
Our event host, Scott Hebner, Vice President, Worldwide Marketing, IBM Software - Tivoli, reiterated that thought, but from the opposite perspective, telling the crowd that "this is YOUR conference." 85% of the sessions at Pulse 2011 feature client speakers, and the ability to network and share best practices is more important than ever. "It's not just about technology any more...it's about the economic value that technology brings."
Next came Madge Meyer, from State Street, who talked about the importance of innovating - and of executing flawlessly. She even quoted Charles Darwin, which I thought was particularly apropos: "It is not the strongest that survives, nor the most intelligent, but the one who is the most responsive to change."
Madge was followed by Dr. Danny Sabbah, General Manager, IBM Tivoli, who talked about how the world (business, government, society) is facing an unparalleled rate of change. Companies need the velocity and agility to adapt quickly - and the basis of this will be producing honest data that is transformed by predictive analytics to produce smarter outcomes. And he reminded the crowd that IBM needs to move as fast as they do.
Steve Mills, Senior VP and Group Executive Software & Systems, IBM, introduced the crowd - and the rest of the world - to the new era of Smarter Computing. He reminded us that IT operating costs is the core issue faced by clients around the world...and although there's significant increase on IT demands, IT budgets are flat. We need to fundamentally transform the economics of IT...and that is Smarter Computing. A couple of straight talk points: IT consolidation is pretty much a given. Get rid of excess IT Now. And he offered arguably the best quote of the morning: "People say stupid crap every day...you have to decide what to listen to."
And finally, Dean Kamen, Innovator and Entrepreneur, wowed the crowd with his talk about innovation and FIRST (For Inspiration and Recognition of Technology). He described innovation as being failure, failure, failure...followed by surprise after surprise (mostly bad)...but every once in a while, you get a good surprise in there, too. I really enjoyed his story about Chuck and the DARPA prosthetic arm (got a little misty eyed, I must admit). And I was especially moved by his FIRST initiative and his absolute passion for turning science/math into a sport - making it something that you have passion for, that is aspirational, and that you want to participate in. Being a female and being a computer science major (and still often being the only female in a room of techies), that hit home with me. I was also proud to see my alma mater, Georgia Tech, was a sponsor of FIRST. Again, as he talked about the success of FIRST through the years, the eyes got a little teary.
Whew! What a great way to start! I encourage you to watch the Day One General Session in its entirety at your convenience - and to tune into the Day Two General Session tomorrow morning. My experience with Livestream is that that the technology was practically flawless (I only had one minor audio glitch when Dean Kamen was showing the Stephen Colbert video). Otherwise, the livestreaming went along perfectly. And it will well be worth your while to watch the whole session. It will get your mind thinking, and it will inspire you at the same time. Plus, it's like having a front-row seat!
Heresy, you say? Nooooo...I just wanted to get the word out about two new solutions that are aimed at small and mid-sized companies, so I thought I'd try something different. Hopefully, I got your attention!
Most businesses, regardless of size, are challenged with achieving more business value from less IT infrastructure. Small and mid-sized companies need service management, too! To this end, IBM has two new solutions for organizations that are looking for faster, simpler IT problem resolution:
Both are easy to install, configure, and utilize—true turnkey appliances for quick time-to-value and ROI.
These solutions epitomize what IBM means by "smart business": instead of simply more infrastructure, the goal should be more efficient, cost-efficient, and business-prioritized utilization of the infrastructure. For small and mid-market organizations with limited staffing and funding, that's very smart indeed.
Oh, btw, there are many sessions at Pulse that are relevant for small and mid-market organizations, so if you're going, you'll find lots to keep you busy, informed and entertained - and lots to bring back to your organization when you get back from Vegas. (You know I had to give Pulse a shout-out somehow).
Signing off for now,
Your friendly roving Integrated Service Management reporter
Dave not only gets to the heart of why this matters, (Buildings are a significant line item on any company’s expense sheet. In fact, for many, they are second-largest expense, after payroll. On average, buildings consume 42% of all electricity worldwide.") but also how to start solving the problem.
Here's a hint: it rhymes with - Intstrumented, Intelligent and Interconnected. (but we call it Smarter Buildings).
At Pulse, Smarter Buildings is a subtrack of Enterprise Asset Management (Stream 2) and there is a ped in the Expo Center (16) specific to Smarter Buildings as well as a ped for IBM Maximo Spatial Asset Management (42) (both in Enterprise Asset Management).
Yes, I love being one of
the ambassadors for IBM’s Client Reference Program, a structured platform that
gives our valued Clients many opportunities to promote their unique
capabilities and stand tall in the, otherwise very competitive, market. IT
revolution, ease of internet, change in consumer behavior etc have all added to
While I write this blog, the
two things that I had studied, during school days in Biology, are shouting
aloud from my mind; one, Darwin’s ‘Survival of the Fittest’ and two,
‘legume-rhizobial symbiosis’. Interestingly, these biological phenomenon do
have real examples in economics too. A symbiotic relationship with clients/peers,
thus, is ‘very’ crucial in surviving the Darwinian marketplace. And, what
better way than registering for IBM’s Client Reference Program? :-)
For me, it’s great being a
Client Reference Specialist for Tivoli. Working in collaboration to create
Reference Profiles for our Clients has brought in a lot of advantages. Networking
opportunities with my fellow IBMers, Business Partners and Clients from across
industries is just a ‘cake’, but the real ‘icing’ is my continuous learning
about IBM’s Tivoli software for 'Integrated Service Management' that “provides
smarter solutions and the expertise you need to design, build and manage a
dynamic infrastructure that enables you to improve service, reduce cost and
manage risk.” Yes, I’m always in an awe of how IBM’s Tivoli solutions have
helped our Clients overcome their challenges.
PS: Rebecca Wissinger in
her blog ‘IBM Client Activities at Pulse 2011’ talks about the ways IBM is
saying THANK YOU to our immensely valued, extraordinary Clients at Pulse
2011. If you are attending Pulse 2011 then you will not give her blog a
Oh, and if you see me running around the conference (I'll be the one in the IBM Pulse staff shirt, easy to spot!), be sure to say hello and let me know what you think about the blog and how we can work to improve it for ya'.
Next week, I'll be attending my first Pulse conference, and I have a full slate of activities planned:
On Sunday afternoon, I will be participating in our ISM Simulator Workshop session. The workshop facilitator will be our own ITIL 'rock star', Ivor MacFarlane, and the audience will be made up of IBM customers and business partners. The workshop participants are in for a terrific one-of-a-kind interactive learning session that will confuse, frustrate and challenge them. Ultimately, they will come away with a better understanding of how to significantly bring IT services into better alignment with their business goals and strategies. And they'll also come to realize that those goals can be much more easily pursued via enhanced visibility, control, and automation—the overarching themes of the modular approach IBM takes with service management.
On Monday and Tuesday from 11am to noon, I will be attending the Integrated Service Management Simulator Overview breakout session. In this session, you can get a preview of how the simulator highlights the challenges and business value of implementing Service Management best practices, and learn how your organization might benefit from your own team-building and thought-provoking simulator session.
Finally, I will be working at the ISM Virtual Simulator ped in the Best Practices Zone. In this cutting edge video game, you can experience issues affecting service management and corporate profitability in a simulated organization. You will be given the opportunity to run your own business, and will gain a better understanding of challenges facing different people in a company, the value of processes and tools, and how various parts of the company positively and negatively affect the hypothetical company’s performance.
We look forward to seeing you at our breakout session!...and be sure to stop by our ped and get your game on! And if you are not one of the lucky ones attending the workshop, fear not - - we can also conduct a private Simulator Workshop session for your employees, at your site. If you are interested in your own session, send an email to email@example.com.
Wait!!! you say. What 's this about new product announcements? Well, of course, that's always the big news at a conference, and this installment of RSA was no different. Welcome IBM Network Intrusion Protection System (IPS) GX7800 to the IBM Security Solutions portfolio! Designed to help enterprises meet the challenges of an increasingly sophisticated and rapidly changing threat landscape, this new offering helps organizations protect their data and infrastructure from unauthorized access and attacks, without compromising on the performance and availability of business-critical applications. Read the press release to get the scoop on IBM Network IPS GX7800.
As you can see, RSA 2011 is proving to be a great lead-in to Pulse 2011, coming to Las Vegas February 27-March 2, where IBM Security will be front and center throughout the conference. In other words, the IBM Security Solutions story is to be continued...
Signing off for now, Your friendly roving Integrated Service Management reporter
In Ivor Macfarlane's most recent article, he (rightfully) points out that we should look beyond cost to improve service management. Cost used to be the major (if not only) factor in making IT decisions, but it isn't any more, especially when it comes to service management. IT services deliver a lot more than economic savings. They create new possibilities, generate new business advantages, empower new services and strategies, connect organizations with new customers and markets, and much more.
Ivor explains it much more eloquently than I, but here are a few things I took away from his article:
The concept of "cost" as a way of assessing IT services should transform to "value," which is fundamental to ITIL at its core. Take these definitions straight from ITIL:
"A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific cost and risks."
"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services."
Instead of talking about TCO (Total Costs of Ownership), we should talk about CCO (Complete Consequences of Operation). As IT services become more and more pervasive, the consequences of problematic IT service management become more and more significant.
There are other factors that should be considered as well,such as energy management/sustainability, public relations, human resource allocation and more.
In a nutshell, IT service management should address costs, value, consequences and benefits. Definitely food for thought. (Perhaps Curry in a Hurry?)
And just what are Proven Practice Workshops? First of all, they're new to Pulse 2011 - reason enough to check them out. Second, in these workshops, you'll hear from leading Tivoli Services experts about their proven implementation best practices and guidance. Tivoli Services will lead 5 of these dynamic workshops:
Business Service Management
Integrated Service Management
Each workshop will provide real-world value, including best practices, reference architectures, solution optimization, cross-domain integration, effective rollout strategies and common myths and pitfalls. For hands-on, practical information on how to get better ROI from the infrastructure, it's hard to beat the Proven Practice Workshops at Pulse 2011. Learn more about these workshops in the article Pulse 2011: Proven Practice Workshops Maximize ROI.
Special Interest Areas
Pulse 2011 will deliver more information, in more ways, on more relevant subjects, than ever before. With such a rich array of information to choose from, some of you may be wondering: "How can I zero in on exactly the right sessions for me?"
Pulse has got this solved through Special Interest Areas, of which there are seven:
Best practices and implementation
Once you've registered for Pulse, you can begin using IBM's Pulse SmartSite to build your personalized agenda. From the Agenda Builder section, you can search for relevant sessions in several different ways—one of which is by Special Interest Area. You can see below the Virtualization Special Interest area:
We didn't waste too much time with closing the deal on July 20th, 2010 and then cut to January 25th of this year and we announced Tivoli EndPoint Manager, built on BigFix technology (Announcement Letter: 211-048) would be electronically available on February 01.
There's a great press release that gives a high-level view of what this offering is all about (also on PRNewswire) and Angela Reese wrote a great blog about it as well.
Basically, this solution allows customers to manage and secure physical and virtual endpoints.
IBM Tivoli Endpoint Manager solution is positioned as the endpoint lifecycle management engine for integrated solutions that enforce efficient configuration compliance, optimize change management processes, and enable a self-request software management service for the end users.
IBM Tivoli Endpoint Manager solution monitors and enforces security and compliance at the enterprise endpoints, providing a single management platform for endpoint security and compliance.
Together with other IBM security offerings such as the Tivoli Access Manager for Enterprise Single Sign On, the IBM Tivoli Endpoint Manager solution provides comprehensive endpoint management and access control.
If you're coming to Pulse (and if you're reading this blog, you really should be coming to Pulse), you'll hear about this solution in a few of our sessions as well as be able to see it in the expo center.
And if you can't wait, here's a good whitepaper with more information.
The secret's out...there's something coming to Vegas on Sunday, February 27th that you just don't want to miss!
And what could that something be? Hint: It's not the latest incarnation of the Red Piano show. But for those of you interested in how to apply service management concepts in the real world, it's even better....it's the Integrated Service Management Workshop (Cloud Version) at Pulse 2011!
Yes, Las Vegas is know for it's gaming, and the Service Management Simulator Workshop could turn out to be a game changer for you and your company! The Integrated Service Management Simulator Workshop is a hands-on simulation game which focuses on the challenges and business value of implementing Service Management best practices in the context of a realistic and exhilarating scenario. During the session, participants use gaming dynamics to mirror the real-world interaction between IT and the business, from both a strategic and operational perspective. Over the course of a few hours, you'll experience a transformation from chaos to order - in the context of a complex technical infrastructure - and learn what it takes to align key IT infrastructure resources to deliver on mission in measurable terms.
Note that seating is absolutely limited to 20 participants - seats will be filled on a first respond/first serve basis. Don't wait - reserve your spot by sending an email to firstname.lastname@example.org.
I recently booked
my travel for a business trip to the US at the end of February. I will
be talking at several itSMF USA Local Interest Groups and – of course – be attending IBM’s big
service management spectacular – Pulse in Las
Vegas from 27th February. I’m looking
forward to the trip, and not just to escape the British winter weather. I am
delivering our simulation ‘game’ on the Sunday at Pulse and Atlanta in March - they are always fun, especially
our new one with added cloud features. But the best part is getting to meet
people, customers and suppliers, both at Pulse and in the itSMF meetings. There
really is no substitute for meetings with grassroots practitioners to keep up
to date. And always fun too, you do still meet such nice people in this
If there is
anyone out there actually reading this stuff, and is in Vegas for Pulse, or at
the LIG is San Francisco, Fort
Lauderdale or Atlanta
– do come and say hello. And if you would like to be part of our
cloud-flavoured SM simulation at Pulse please visit our landing page, and
then RSVP to email@example.com
But – not
unusually – I have distracted myself a little from where I thought I was going
when I started writing this. So … I booked some flights: from London
to Las Vegas and back to Europe from Atlanta about two weeks
later. As we all know, we live in the information age so immediately I started
to receive information. And I do admit it was information –I had booked a
flight to the US
and I got information about the situation in the country I was going to.
Let me divert
again a little bit and remind you – because you are all experts and know this
stuff – about a basic knowledge management concept; the spectrum that runs
data->information->knowledge->wisdom. At the beginning data is
extensive but not too helpful. If it ever reaches wisdom
it actually helps you survive and thrive.
But back to that
travel information I was getting. Remember I had booked a flight in late
February to the Nevada desert; what I received
by email was warning me about traffic disruption in downtown WashingtonDC
in late January. I have subsequently been advised of snow problems in New York.Now this has good conversational value,
allowing me to sound knowledgeable and sympathetic on calls with New Yorkers,
but I suspect that was not the intention.
I interpret it
–this may be grossly unfair of me, but I am the customer and customer
perception is what matters – like this: travel advice is being planned and
delivered by someone who goes to the same desk in the same office everyday, and
rarely puts foot on an airplane. Of course the real culprit behind this is ease
of programming – data is cheap and plentiful, applying some basic ideas to turn
that into information is quite fun, sounds good and means you can despatch all
sorts of travel notice updates to people who will be travelling sometime in the
future. But it is – sorry but it really is – just using data because you have
it. Maybe they bill on the number of messages? Maybe they really think I want
to know? The real consequence is that I delete these emails unread now – so if
they were by some miracle to send me something useful, I would miss it
last year this system showed the kind of silo thinking that comes from not
knowing the customer’s environment – the kind you often see in service
management reporting. I spoke for itSMF Sweden
in Malmo, getting to Malmo is really easy – you fly to the nearest
airport and take the train direct from airport to town centre. But two factors
combined to deliver me information even less useful then usual. One, the system
thinks only in terms of flights and rental cars – I think it rather looks down
on train travel as a bit common. Those of us who use trains mostly have to buy
the ticket when we get to the station. Second factor is that the nearest
airport to Malmo is Copenhagen
– a lovely and convenient airport with great direct train services – but it
just happens to be in Denmark.
So, yes you guessed it, I got lots of travel advice about visiting Denmark, there could have been civil
insurrection and rioting in the streets in Malmo and they wouldn’t have told me – why
that’s a whole different country!
Now of course Sweden doesn’t
do insurrection, I travelled easily and had a good time at an excellent event
without any issues. But all this useless information I get seems symptomatic to
me of measuring the wrong things – probably something we are all guilty of,
because – as I have said before in these blogs – measuring the right things is
harder, but if we can manage it then it drives us into doing the right things.
Maybe at the real heart of this though is the simple statement, if you don’t
know what you are aiming at, you are unlikely to hit it.
I suppose if
somebody were to ask me what I want notifications about, I would be happy to
work with them, and set up delivering something that goes beyond information,
starts delivering knowledge and gets me the wisdom I need to make the right
But if that is actually
ever to happen then those of us receiving all this useless information need to
realise it is – mostly – our fault. I could have responded offering to help
them improve, I could proactively tell them what I need – I could offer some of
my time as an investment in my own future knowledge and wisdom deliverables. But
It is easier (and more fun?) to carp and whinge – so maybe my New Year’s
resolution should have been around practising what I preach – doing what I
talked about in my itSMF conference presentations last year – and to start
being a good, committed constructive customer because it won’t get better
OK – I’m off to
find the ‘help us improve our service’ button on the web site. See you at Pulse?
 Best explanation of the step from knowledge
to wisdom is one I stole from my daughter, Rosie and it goes ‘Knowledge tells
you a tomato is a fruit, not a vegetable; wisdom is knowing that but also
knowing not to put it in a fruit salad’.
Business Partners are invited to join IBM in Las Vegas, Nevada February 27 - March 2, 2011, for Pulse 2011. There are activities throughout the event that are geared to help Business Partners "Be Bold. Be Tivoli." in 2011.
IBM Tivoli Business Partner Summit at Pulse: Sunday, February 27
Kick off your Pulse experience with the exclusive Business Partner Summit. The Summit will focus on selling in a Smarter Planet through a general session offering insights and directions from IBM Software executives, as well as information-packed Insight and Breakout sessions that help you maximize business opportunities. The Summit will provide the information you need to be bold in 2011!
2011 Tivoli Business Partner Awards
Tivoli is again pleased to invite Business Partners to submit nominations for the 2011 Tivoli Business Partner Awards. Nominations are open through February 4, 2011. Award details, criteria and nomination form are available here.
Business Partner Café
The Business Partner Café is the perfect place to network with other Business Partners, meet with the IBM team to build future plans, and hold one-on-one meetings. Grab a cup of coffee and learn more about marketing programs and best practices, tools and tips, and available resources.
Pulse 2011 Expo sponsor
Don't delay, there is still time to sign up for sponsorships. The Expo is the heart of the conference and provides a great environment to connect with thousands of conference attendees.
Pre-Pulse Smarter Sales Academy, February 25 - 26
This year's Academy will once again focus on interactive selling education sessions designed to assist you in planning and executing effectively in 2011. Register now!
Tivoli whiteboard workshops
Participate in these workshops and learn to deliver the Tivoli overall Integrated Service Management strategy, as well as focused solution strategies.
It probably goes without saying, but service management means different things in different industries: Service management can help banks improve customer service, drive business model efficiency and manage operational risk. Service management can help government agencies reduce complexity and waste and deliver services more effectively to the citizens who rely on them. And communications service providers need innovative service management solutions to address the limits of the backbone, a highly competitive environment and customer loyalty.
The list goes on, but in all cases, rendering better service management in any given industry means weighing and balancing different complexities—as well as the leading solutions and strategies best suited to address them.
Pulse 2011 provides the perfect venue for you to not only learn about service management for your industry - but to actually see it. And seeing is believing, after all. The Pulse Expo Center will offer demos in groups, designed to explore the most pressing needs service management professionals face in six different industries:
Intelligent Site Operations
Communications Service Providers
Smarter Energy & Utilities
Integrated Service Management for Banking/Insurance
In addition to these clusters of industry demos, you'll also have access to industry-centric demos taking place elsewhere in the event. Not to mention tons of industry-specific sessions and activities - Check out the Pulse 2011 Sample Agenda Builder and see for yourself. Choose "Search by Industry" and select your industry.
It started out a bit frenetic and confusing. Nobody knew what to do or where to go, and panic seemed to set in every time the loud horn blared, indicating another failure had occurred.
No, I wasn't attending a Green Mountain Derby Dames roller derby tournament.
Rather, I was present at an ISM Simulator Workshop session in Washington DC.
My role was to videotape the workshop, with the intent of scaling it down into a 2-3 minute snippet that captures the essence of the session. And as I observed the 16 participants in 'Round 1', it all started to make sense.
The participants were playing the roles of employees at a hypothetical shipping company. They were broken out into four teams, representing four different parts of the company - senior management, line of business owners, service desk personnel
and technical services.
On the screen at the front of the room was a birds-eye projection of the company, including a series of dashboards and schedules, which provided the participants with essential real-time information such as service level data, shipments completed, locations where outages were occurring, and the amount of money that the company was making (or losing!) at any given moment.
The goal of the 'game' was to maximize profits for the company in the face of systems that were continuously breaking down. To do so, each team had to establish its own processes, and effectively collaborate with the other teams so as to create an efficient overall system.
The first round was anything but efficient, as the teams tried desperately to get their own houses in order while they watched all the missed shipments, unresolved outages, and lost revenue on the screen. The sense of frustration was obvious, but the group pressed on.
At the end of the round, the facilitator conducted an assessment of the business by reviewing bottom line data with the group, and discussed best and worst practices that the teams had implemented. Clearly, there was a better way to run this business, and the group was determined to figure it out in short order.
Somewhere in the middle of Round 2, I began to sense that the group was turning the corner. There were a lot more 'aha" moments, a lot less shouting across the room, flip charts were being utilized, and there seemed to be a great deal of relevant information being shared across the different teams.
After three hours and three rounds, the group was both exhausted and exhilarated. They were able to implement an efficient process that yielded a positive bottom line.
But more importantly, they now had a much more tangible understanding of the role that Service Management plays in aligning IT with the business.
I had a chance to interview several of the participants after the session, and they were all effusive in their praise for the workshop. Clearly, the workshop far exceeded their expectations, and they were anxious to share their experience, and apply some of the best practices at their own organizations.
As a new member of the ISM marketing team, the workshop was also a great experience for me. Besides meeting some very interesting IBM customers and partners, I now have a much firmer grasp of the value of Service Management.
Incidentally, we will be running a simulator workshop for customers at Pulse on Sunday, February 27th. If you are interested in attending, please contact David Ojalvo as soon as possible, because seating is limited to the first 20 respondents.
If you are not able to get with us at Pulse, fear not...the ISM Simulator Workshop is portable in nature, and can be hosted at any customer site for a group of your employees. It's a great educational and team building exercise! For more information on this, visit our web page, and contact your local sales rep.
If you're new to zEnterprise or even if you've had your system for a while, this is a great opportunity to listen to speaker Randy Scott discuss this topic (and there will be a live question-and-answer session as well as a future replay).
Here's a brief description of the webcast and we look forward to you attending:
This in-depth look at Tivoli Application Management for zEnterprise can help you:
Integrate end-to-end active and passive monitoring
View and monitor workloads for composite applications, physical and virtual machines, groups and response times
Use alerting capabilities for early detection of costly performance problems and outages
Ahh...the first day
of the New Year! Here’s wishing you all a very happy and a prosperous New Year
is also the first day of the New Decade..…hmnn…10 long years ahead…..though it
sounds really long and a certain uncertainty in future too, it might just get
over before even knowing how we lived these 10 years. Hence, let’s make the
best out of it :-)
decade saw a booming IT sector binding the world into a global-network which in
turn brought in a remarkable change in the lives we lived, with 'Social Media
ruling the world by end of decade' being the icing on the cake. Well, we never
know, this decade might just go bigger than the last. Believing more good
things will come in this decade, wish you all a fulfilling decade ahead :-)
Ok, so I'm not really a Luddite in the original sense of the word...but I fully admit that I prefer handwritten notes to emails and texts, hardcover books to paperback or eBooks, buying the full CD (AKA the album to us old-timers) rather than downloading a single tune...and just don't get me started on the term "my bad..."
Being a Ramblin' Wreck from Georgia Tech, a Computer Science major and working for a technology company, I can assure you that I appreciate innovation and the value that technology brings to the the world as much as anyone, perhaps even more. I had one of the first Sony Discman CD players, my husband and I were very early adopters of satellite TV, I use an insulin pump to manage my diabetes and, of course, I have an iPhone. But sometimes I need to sit back and think about what all this really means...and thinking about it NOT in terms of the technology itself, but in terms of everyday life makes me appreciate it even more.
Which is why I am truly excited about - and looking forward to future installations - of the Service Management in Action feature articles by Ivor Macfarlane, our resident Service Management expert/evangelist/all around good guy. Check out his first article...Real-World Service Management: Ivor Macfarlane on Service Management Dynamics and see what I mean. In this article, Ivor uses a food court in Hong Kong to show how service management is everywhere, not just in the IT department, and it isn't something you do and forget about. It requires ongoing optimization over time—a continuous re-evaluation and improvement of the customer experience.
Hmmm...makes perfect sense to me. I think we all know this instinctively, but hearing it explained in this context, the light bulbs start going off. (Not to mention that I've had a wild craving for curry lately)!
Ivor will be contributing his perspective, insights and experiences from the real world to Service Management in Action on a regular basis...to help you understand what service management truly means and how it can ultimately help you get a better business outcome—and a better experience for your customers. Stay tuned for more!
Signing off for now, Your friendly roving Integrated Service Management Reporter
P.S. I learned what the word "Luddite" meant only this year, after hearing my favorite British singer refer to himself as such during an interview. And when my favorite British IT Service Management expert used the word in conversation recently, I figured I must use it, too! ;-)
Festive jingles of December are already
here reminding us how quickly the year 2010 has flown off, with 2011 being just
a few days away. As I leave behind 2010, I would like to label it as one of my
most memorable years, mainly, because I became one of the employees of IBM, the
company which I’ve always admired for its rich history, innovative present and
a smart future.
December is also a month to plan
New Year’s resolutions and start executing them from Jan 1st; some
work some fail. I would want my 2011 to be a year of success, happiness and
satisfaction so that when it ends I can proudly say, “Yes, I did it”.
This, however, is on a personal
level but when ‘I’ becomes ‘We’, as in Organizations, how do we work out our
resolutions? I guess the perfect management of
service/asset/resource/information/time in a smartest possible way would top
When I say this, I feel happy
that I’m associated with the Organization which is leading the world in
providing smarter solutions with its varied products.
To be precise, as a Client
Reference Specialist* for Tivoli, I feel
proud to be associated with Tivoli Software-the service management brand of IBM
software group without which IBM Smarter Planet
strategy is incomplete, as Tivoli provides much of the software to facilitate
the management of all the smart processes, networks and grids that will bring
the smart strategy to completion. Tivoli Case Studies for Smarter Planet give an interesting insight on how IBM is successfully
providing smarter solutions to various sectors of economy.
Well, I’m yet to put on my
thinking hat and zero in on some of the smartest possible resolutions for the New
Year. If you’ve already done yours, how smart are your New Year’s Resolutions? Let’s
Think and comment below :-)
I’ve done a few talks to camera recently –
interviews at the itSMF Spain
conference and a mock programme at the UK. The UK thought I was perfect for
‘Antiques Roadshow’ and I have to admit I fit the title’s parameters. I watched
the people using modern video equipment and it did make me feel old. Nearly 40
years ago I was editor of the student TV society at University and I was
recalling how many of us it took to deliver 30 minutes worth of black
& white programme onto 2 inch wide reel-to-reel video tape. It seems all but
unbelievable watching the kids now (the age I was then) record it in perfectly balanced
colour on something the size of a small book – when our kit weighed more than
the library. But the whole situation is another example of getting focused on
the changes and missing what stays the same.
While the television technology has changed
beyond recognition, the basics of interviewing haven’t.So hopefully I helped by trying to follow
those basic rules for an interviewee – ignore the camera, keep talking, try to
say something interesting. You can judge for yourself at http://www.best-management-practice.tv/best-management-practice-at-the-itsmf-uk-conference-2010.
(Actually if you are sad enough to be interested in the earlier ITIL days, I
shall be writing an article on that next year.)
So, this TV stuff is like most services
these days – the technology bit keeps changing, using new ideas – basically
becoming far more complex to understand whilst at the same time becoming ever
easier to use. That means customer expectations keep increasing (you don’t find
many people content with black & white TV any more) but at the real core,
the prime deliverables remain the same. We might talk more and more about
plasma vs LCD, 3D, surround sound, HD and all the rest; but the real
satisfaction comes from watching people be clever, funny, informative etc in a
way that holds our attention and entertains us.
And there is the heart of most of what I
have been talking about at conferences for the past few years. It is easy to
measure things like pixels and screen size and the number of channels and hours
of programming available, but so much harder to measure what we actually want from
a TV service.
Keeping that old television link, last week
was the 30th anniversary of John Lennon’s murder: a sad time for anyone
of my age and background. So I found myself watching old clips of Lennon on a
programme recalling his life. Now the man was clearly an extremist with
impossible dreams – and I may well return to my belief that we need some
extremists to make the majority move at all, but that’s another blog. One of
his lines, though, did trigger the realisation that this need for real
measurement isn’t a new idea. He was ranting about governments (as usual) and
said “If anybody can put on paper what our government, and the American
government etc., and the Russian, Chinese, what they are actually trying to do,
you know, and what they think they're doing, I'd be very pleased to know what
they think they're doing”. Now he followed that with “I think they're all
insane!” which perhaps is more about presumed results than objective
measurement, but nonetheless the basic concept is interesting.
We want to know what is at the heart of
our and others’ behaviour but it is very difficult to express that. It is hard
even to ask sometimes in a way that doesn’t sound as if you have failed to pick
up the social or business norms; because often we just presume there is a
reason and take the usual comfort in things ‘that have always been done like
that’. Maybe it is just easier to hide behind the numbers and the detail of how
you are doing things rather than making it all that clear what it is you are
trying to do, why you are doing it or even who you think you are doing it for.
One last seasonal example maybe, since it
is mid-December as I write this. Many of us will get back to work in January to
be greeted by the question ‘Did you have a good Christmas?’ For those who did,
you will know without recourse to precise measurements – it isn’t based on the
number of presents you received, how many carols you sang or how much turkey
you ate. Unless the biggest fun you have is skiing, it probably won’t have
mattered that much if it snowed. But if you had a good Christmas then you will
know – but my, isn’t it hard to set genuinely accurate measures beforehand?
And what can we learn from that, or at
least set out to do better? Maybe if we are buying or delivering any kind of
service we should at least try to be aware of – if not the ultimate – then at
least a higher level goal. And don’t be surprised or disappointed if your
expensive new TV might not affect the entertainment value, although it will help
you see the ball better in the cricket, and that might be an important factor.
And at work, a new finance package won’t make your profit margins higher – but
it might tell you faster what they are, and perhaps that makes an important
difference. Just be sure that’s important enough for what it is costing you,
and that you know the knock-on effect onto the higher level measure.
In every walk of life we see the components in things:
In football it is - Strikers, defenders, midfield (some of you may need to translate from the English: ‘football’to ‘soccer’ to understand that one)
With vehicles it might be - Engine, transmission, chassis
Service management is held to be - People, process, technology
Wherever we are we, we break thing up into components.
Take the first two and it’s clear – however good the parts are – if they aren’t integrated then it isn’t going to deliver what you need and excellence in just one area is all but useless as far as the required end product is concerned
In real life the secret is delivering value because value is what makes it a service – without value it is just a way to pass the time, not a service.
In soccer the benefits of interaction of the parts is important and very visible – and many years ago the Dutch showed the world it could go to a higher level with what they called ‘total Football’. I think a better name – for the generic concept at least – is ‘Integration’. Seeing the parts and getting each as good as possible is important – seeing the synergies between the parts and making them all fit is the differentiator.
In service management terms, it seems to me, the differentiating piece of integration is the one that marries a customer need (some kind of value that is wanted) with the ability to deliver it. Now writing that down, it seems trivial, obvious and simple. As is often the case it seems to be harder in practice – perhaps because the customer need is something that has to exist when the delivery is possible – and indeed one may create the other. By that I mean that many of the most impressive pieces of service delivery we see in this rapidly changing 21st century are about seeing what value new technological possibilities could deliver. You might even call it creating a requirement that the customers hadn’t dreamed they needed until it became available.
One of the advantages of working for a big company – like IBM – is that you get to find out about some of the really smart stuff our customers are doing – and so it was exciting to read an inside view on GM’s new Volt electric car. You can read elsewhere about the car itself and of course from an IBM perspective the favourite focus is on how they have used IBM products to help it all happen.Now I am sure similar things are happening throughout many industries but this one was in front of me and it illustrates nicely something I have been talking about for so long. Although IT underpins this innovation – the integration is everything.
Of course there is GM’s clever recognition of the ever increasing green agenda and spotting – in time to actually create it – the demand for a kind of car that would have been unwanted in earlier times.
But there is another integration going on too – apparently the Volt carries with it some 10 million lines of code that are all invisible to the driver – it might have more IT than most IT projects but – apparently – it feels like a car. So it is a great example of integration all round. It relies on software – its own software, the software it was developed on (Rational of course J) and because it is also an engineering programme the reality of delivery rests upon asset management and coordination. So – a wonderful instance of what I keep saying – integration is everything – getting the components working together to deliver the whole. That is true within service management – where things like people, process and technology ALL have to work and work with each other.
It is also true about integrated service management as one part of a bigger whole – with integration layer upon integration layer – and all integrated together. Manage it and you get services delivering real value – often a value that the customers didn’t even imagine they would need before it became possible – that they consider worth paying for. Get the integration wrong and you have impressive parts - of interest only to a very few.
I am writing this on a plane back to England from Madrid, at the end of a pretty hectic few weeks that involved speaking at five itSMF events in five different countries – from Finland to Spain. There has to be a good joke somewhere in a run of 5 events that started with the Finnish – but I’ll let you work that that one out for yourselves.
Anyway, I already wrote about how good the Finnish conference had been, and the Spanish one matched it with all the simple things done really well: good venue, lots of people (all friendly). As well as getting the basics dead right there were one or two minor excursions into the unusual, with a plate spinning performer on the opening morning, (who was upstaged as a professional juggler by the itSMF chair) and a conference dinner in a restaurant with opera singing waiters (all of which somehow felt quite normal).
Attending a range of events in a row like this really brings to mind how there is a common thread throughout them all – clearly the main one is our common focus on service management. Also, many of the same people are at each event including several representatives of our little mutual admiration society of regular speakers at such things Perhaps because of that common theme though, there is an appreciation of the differences – still quite noticeable across so small a place as Western Europe.
That hits you immediately on arrival at a new conference when you run until a long term acquaintance of the opposite sex and prepare yourself for the welcoming hug and kiss on the cheek. As the travelers among you likely already know, you have to perform a quick mental calculation based on where your fellow hugger and kisser is from, and then make an assumption as to whether they will follow their national rules or be adapting to the local ones. It can be an embarrassing moment when your Dutch friend goes to offer that third kiss to the cheek of a man who is in Spanish greetings mode and has turned away after two. Many of the experienced Southern Europeans seem to have little concern over simply asking the lady beforehand how many are expected. But the more staid British and American folks can find themselves out of synchrony and not sure why - helping them find out that European Union, Schengen open borders and pervasive English notwithstanding, there are still many cultures packed into a small space and the variation between (and even within) countries is so much more than between US or Australian states.
None of this is serious stuff of course – all part of life’s rich pattern and a source of fun and laughter when accompanied by a glass of wine. But the conversation it generated turned quickly into broader cultural differences – a subject I was interested in since it formed an element of my talk at most of these events. How many times do we say the wrong thing to our customers or fail to understand what they really mean because we fail to establish common understanding and expectations? Some cultures are reluctant to complain about bad service – be that in a restaurant or in the work environment, while others believe they should always comment with an aspect that could be improved, even when the service is very good. Fail to understand what kind of customer you are dealing with and you can be unnecessarily worried or totally surprised when a contract is not renewed.
For many multinational companies this is everyday business and they put significant effort into understanding and training their people to see through cultural variations. But as mobility and the intermingling of cultures accelerates so rapidly, with even small companies using offshored supply and almost everyone receiving service from other cultures it is something perhaps we all need to focus more effort on.
The consequences of not doing might well be more serious than a failed kiss on an unexpectedly absent cheek.
Unless you've been hiding under a rock the last couple of months, you know that Pulse 2011 is coming to Las Vegas February 27-March 2, 2011. And you know that the Premier Service Management Event will bring together 6000 attendees, focusing on the best practices, solutions and expertise needed to help organizations design, deliver and manage new, innovative business services.
Do you also know that Pulse 2011 promises to be bigger, better and more informative yet? With two days of general session keynotes and over 350 client sessions, Pulse 2011 will demonstrate how Integrated Service Management can help organizations design, deliver, and manage innovative services across business and IT boundaries. The event's five streams have carefully been designed to reflect the ongoing evolution of service management over the last year: Service Management for the Data Center, Enterprise Asset Management, Service Assurance for Service Providers, Security and Compliance and Service Management Beyond the Data Center. Learn more about the Pulse agenda by reading the article Pulse 2011: A Wealth of Service Management Insights.
Pulse 2011 provides unlimited opportunities to hear from industry experts and network with attendees to gain the techniques and insight you need to optimize your service management strategy. Get maximum value from your Pulse 2011 experience by participating in the following additional attractions:
Birds of a Feather Sessions
Business Partner Café
Business Partner Summit
Client hospitality lounge in the Solution Expo
Service Management Simulator
Meet the Experts
Pulse Expo Theaters
User Community Networking Area
Women's Networking Reception
Post Conference Sessions and Workshops
So, lest I leave you with a bland blog post...If you're a service management sage, it's thyme for you to submit your proposal to speak at Pulse. Call for speakers ends November 23rd.
You must(ard) register before December 1st to take advantage of the early bird registration rate.
Be sure to pepper your agenda with sessions that not only interest you but benefit your organization.
And remember, Pulse is held in Las Vegas, where it's sure not to be chili in February.
You'll curry the favor of your colleagues and bosses when you bring back so much service management knowledge and best practices.
Your attendance at Pulse 2011 is, therefore, mint to be.
(I know, these spice puns were bad beyond bay leaf. Ba-dum-bum...my brother would be so proud).
Signing off for now, Your friendly roving Integrated Service Management reporter
I forget how this project got started, but when I heard about it I was pretty excited.
This trailer is the perfect setup to talk about Integrated Service Management. It drives home our message around Visibility. Control. Automation.™ and uses several real industry examples including Healthcare, Financial Services and Travel.
The real power of the trailer is that it gives the necessary time to explain Integrated Service Management and drive home its value. (it's short, promise)
Innovation happens with Integrated Service Management, and this trailer shows you how IBM can assist you in getting there.
Click on the link below to watch. And I promise, this is 100% safe for work (SFW).
The concept of Web 2.0 has brought in a great revolution
in the way the world works today. Over the years, socializing and networking has
evolved from personal gatherings to official gatherings that incorporate our
jobs and our business. Today, social-networking
platforms like Facebook, Twitter, LinkedIn etc. need no introduction to
employees in their day-to-day work.
It was in this background that the 3rd week
of October turned out to be a ‘networking’ week for me, attending a
social-networking workshop and an interactive evening gathering with my fellow IBMers.
The workshop was about social-networking through IBM Lotus® Connections, a
robust collaboration software that empowers people to connect, collaborate, and
innovate while optimizing the way they work. It was a great learning experience
and I did install some cool and faster tools which I’ve been happily using
since then :-)
Now, the icing on the cake! The networking part! Yes,
networking is very important in any job role/any business. The workshop not
only gave me the opportunity to network with my peers from various departments
but also raise the visibility of my work. Hence, with the week, just passed,
I’m feeling richer by a network of contacts which I’m sure will be a great help
in performing my job role :-)
A note for you; You can attend Pulse 2011 and network with your peers from
across your industry.
We are using the Twitter hashtag #iodgc (the gc is for "global conference").
For those that physically in the building, be sure to stop by the booths listed below that are showing service management solutions.
Booth 602-07 IBM Tivoli Security for zEnterprise
Tivoli Integrated Service Management on System zEnterprise provides effective a single-point of management, regardless of domain, application or complexity. These demonstrations highlight how to: Manage heterogeneous environments as a single entity to provide flexibility and value for the business.
Booth 602-08 IBM Tivoli Integrated Service Management for zEnterprise
IBM Tivoli Security for zEnterprise solutions help to centralize and automate the security management of mainframe and consolidated Linux for System z environments. It includes Tivoli zSecure, Tivoli Security Management for z/OS, and Tivoli Identity and Access Assurance, which helps clients manage risk, reduce costs, demonstrate compliance, and address complexity.
Booth 702-07 IBM Storage and Security Solutions
eMail Archiving with CCDA-IA, DB Archiving with Optim-IA, TSM clients (B/A, HSM) with IA and IBM Tivoli Data and Application security — protects data and applications via auditable content-aware access controls, fine grained entitlements and encryption key management, providing an end-to-end protection of sensitive data in enterprise storage.
If you're not there, I recommend checking in regularly to the IOD home page and checking out some of the livestream videos (live and archived) as well as the additional materials that will be posted during the week.
If you have additional resources for the conference that you're using, please feel free to place them in the comments section below. There will also be a few wrap-ups in the IOD-related commmunities here on ibm.com.
Last week, IBM announced an enhancement to our cloud portfolio that will deliver CloudBurst on POWER7-based hardware, as well as offering it as software that can run on currently installed IBM and non-IBM systems.
With CloudBurst, IBM is tying together the hardware, storage, networking, virtualization, and service management as an all-in-one package for enterprises to build a private cloud. This is significant because it removes the arduous manual processes that in-house IT departments often face when configuring and managing their cloud systems.
In the press release, IBM states that it estimates CloudBurst's automated configuring capabilities "can cut IT staff's labor in integrating systems, provisioning and managing storage up to 95 percent." That seems pretty impressive, when you consider that if I could cut 95% off of my work week, I'd be logged on for a total of two and a half hours.
At the heart of this new offering is the IBM Service Delivery Manager, a stand-alone integrated service management software bundle which automates the deployment, monitoring and management of a cloud solution on IBM or non-IBM hardware.
If you'd like to delve into the details behind these solutions, and understand how to decrease your costs and increase your efficiency with CloudBurst, you can contact your IBM sales rep and/or Business Partner (Business Partner Locator Site).
What I love about this solution, and I'm going to quote from the press release, "...quickly and cost-effectively enable hundreds or even thousands of new services and use an integrated cloud service management platform to create, deliver and manage those services."
This is another real-world (purchasable) example of the type of game-changing solutions that could not be solved without a comprehensive service management strategy like the one IBM has with Integrated Service Management.
There's more information about this particular release for the CSP solution on the press release and customers from all industries can visit the Cloud Computing website for more information on all of our cloud computing solutions.
If you want to sit down with someone to discuss this or other solutions, you can contact your IBM sales rep and/or Business Partner (Business Partner Locator Site) and have them sit down with you now to discuss Integrated Service Management and be sure to ask them about conducting a whiteboarding session.
I have been in Helsinki all this week, combining something rare for me - real work at a customer – with the itSMF Finland annual conference.
It’s always nice to be in Helsinki; maybe I’ve just been lucky – and maybe this is the best time of year – but it seems that every time I come here the weather is wonderful with clear skies, crisp clean air that you can feel making you healthier.
And in a world of ever increasing homogeneity, Finland has managed to retain enough of itself to still feel interestingly different – just foreign enough to feel like a little adventure.
Amongst the ongoing doom and gloom of slow and painful recovery from recession around the world, I hadn’t really noticed how much I missed success and optimism within an itSMF conference. itSMF Finland is doing very well – with a healthy bank account and a large and enthusiastic membership.Attendance at the conference is over 300 – and if that doesn’t sound too impressive straight off, let me put it in a little perspective. Finland has a population of around 5 million people; if the UK matched that (0.006% of population by the way) at their itSMF conference they would be hosting around 5000, and the US would need to find a venue that could accommodate nearly 19000. And pretty much all those delegates were domestic Finnish customers – no point in them targeting itSMF members in other countries since they the neighbours are also very successful. (itSMF Norway got similar attendance figures from a slightly smaller population at their conference in March). Plus of course when most of your programme is presented in Finnish you aren’t going to appeal too much to other nationalities.
As I said, Finland is very much its own place – the people are very friendly, and - both at conference and customer – they obviously care about being good hosts and delivering services that meet customer wants. As a nation they are usually very quiet and reserved but they open up considerably with the application of wine or beer – so while the conference sessions do not generate many questions the evening discussion is much more lively.
One of the fun things about most itSMF events is that the exhibition usually generates only limited direct sales opportunities – instead it is more a case of just being there is important because it keeps you in the customers’ minds. So that means you get the chance on the stand to talk to people around service management in general and exchange ideas. That – in turn – gives a good idea of the approach to service management in the country and we had lots of articulate and clearly customer motivated people stopping by and talking with us on the IBM stand – plus one or two competitors wanting to play golf on our Wii.
Actually, talking of our competitors, it was surprising that in such an enthusiastic marketplace – where service management has such a wide take up and is followed with such enthusiasm – so many of our usual co-exhibitors were not represented. Many of the industry big names seem to be less than interested in the Finnish market. I’m glad because it means there is even more chance I will get back to Helsinki soon – and that is always a treat.
Overall, I think the best lesson from Finland is that there is so much to learn locally – and I suspect that applies all over the world. Go get active in your local itSMF event – whether that is a Local Interest Group or regional meeting in a larger country or – like the Finns – the national event in a smaller (but perfectly formed) country
Pulse will return to the MGM Grand in Las Vegas February 27 through March 2, 2011, and over 300 client presentations will demonstrate how Integrated Service Management helped their organizations gain an end-to-end view of business services across boundaries to effectively manage risk and compliance, change the economics of delivering service and achieve common business objectives.
Will you be one of those 300? You should be!
Businesses in every industry can transform business models, increase innovation and exceed client expectations through integrated service management, and what better way to learn than through example? Share your company's story - and leadership - with your peers at Pulse 2011!
"You are never going to get past the complexity and risk you deal with on a daily basis, unless you are driving and enabling change. Someone needs to be the thought leader - and that someone is you!" - Al Zollar, Tivoli General Manager
And here's some of the benefits you'll receive if your proposal is accepted:
One full conference pass - a $1995 value!*
Use of our exclusive Client Speaker VIP Lounge
Networking opportunities with over 6000 industry experts, press, and analysts
A profile of your success story in the Pulse online agenda builder
EAM papers are eligible for the Maximo® Best Practices Award
To top it off, the first 50 clients to submit a proposal will receive a FREE hotel upgrade to a Celebrity Spa Suite at the MGM Grand if their proposal is accepted. (*Qualifying clients must pay the basic room rate)
Eureka! Eureka! I’m
feeling like Archimedes for having found
amazing success stories in our Tivoli Success Story database. This might sound
like an exaggeration; but to tell you the truth, I can’t help but to celebrate
as each new day has been unfolding a new discovery (read: learning) pertaining
"Tivoli Storage Manager FastBack has
proven to be an outstanding solution for ADC and helps us to readily meet HIPAA
requirements regarding timely access to data.” — Ned Euwer, Systems and Network
Engineer, The Austin Diagnostic Clinic
Well, the quote by
Ned Euwer, above, must have already given you a glimpse of what the success
story is all about. Yes, it’s about how our product ‘Tivoli Storage Manager
Fastback’ helped our client, ‘The Austin Diagnostic Clinic ,’ to overcome their
business challenge of maintaining
the availability of electronic medical records and develop a disaster-recovery
plan that would help staffs quickly restore services in the event of a
The Austin Diagnostic Clinic (ADC), founded in 1952, operates medical
clinics in Texas. A leading influence in healthcare, ADC allows its patients to
gain access to a network of more than 110 physicians representing 23 medical
specialties across six offices located throughout Austin and Central Texas. To
support this major healthcare network, ADC’s IT operations encompass 110
servers, with 80 running Microsoft® Windows® 2003 Server and 30 running Windows
2000 operating systems. Numerous applications, the largest being an electronic
medical record (EMR) system, help ADC to deliver high quality care while
reducing healthcare costs. And, according to Ned Euwer, ADC’s entire operation
is dependent on having medical records available 24x7 and the loss of EMR would
cost them up to half a million dollars per day.
Hence, given the
impact of data loss, ADC’s challenge lied on addressing its backup and recovery issues. Apparently, this is where
our IBM Tivoli Storage Manager FastBack (formerly FilesX Xpress Restore) came
as just the perfect solution to overcome ADC’s challenge. Today, IBM Tivoli
Storage Manager FastBack software has been integral to the organization’s consolidation
initiative, that helped IT staff to recover much needed floor space in its data
center and reduce power consumption, by protecting 43 servers and approximately
2.5 terabytes of data, covering e-mail, file and print services, domain
controllers and the organization’s core applications and image stores. The
software is also installed for disaster recovery at a remote-campus facility to
help IT staff protect the organization against site disasters. The key benefits
include: Addressing stringent recovery objectives, Rapidly restoring data
and services, Reducing backup windows, Protecting operations in the event of a
disaster, and Helping simplify operations.
Interestingly, ADC staff can also set up new test systems within a day
so that the testing of new applications and services can begin sooner. This has
decreased testing time by up to 75 percent with testing processes now completed
in just one month as compared to between three and four months, which, I find,
is highly commendable given that “Health is Wealth”.
Since, our health and well being is the primary driver for our growth
and development, it makes sense that we would wish to live in a world of highly
organized healthcare system. Use the comments section to discuss your thoughts
on this success story or discuss how "Tivoli Storage Manager FastBack" is helping
you organize and manage your environment.
For each customer, at the head of these efforts is the CIO. She or he is the person leading the way and I can say that the CIOs that I have been fortunate enough to work with are clear thinkers and they get it. They are aware of what they need to do, and when they are not they work to educate themselves and are quick to build a strategy.
When they know what to do, the question then becomes getting there.
The "how," for lack of a better term. And it's this "how" which is where it gets tricky and it's also where IBM has always come in to assist.
We have a unique relationship with the CIOs of the world. One where we work in a close partnership to assist them in...I hate to sound lofty about this, but it's true...changing the world.
Back to the tricky part. With so many new innovations happening at IBM (we continue to lead the industry in patents year-to-year) it's important to continue the dialogue with our customers so that they know about all we have to offer them.
This two-way conversation with our customers is essential to their success and it is why we do things like the IBM CIO Conference.
On October 17th, an invitation-only list of customers will join IBM for a meeting in Dubai to hear about "a decade of smart." and one of the items on the agenda is, "From virtualization to cloud computing with integrated service management."
If your CIO is attending, you might want to ask them to sit in on this session.
If she or he is not attending, you do have some options.
You can contact your IBM sales rep and/or Business Partner (Business Partner Locator Site) and have them sit down with you now to discuss Integrated Service Management and be sure to ask them about conducting a whiteboarding session.
Also, and in addition to that, you can register for Pulse 2011, the premiere service management event.
And, as always, you can leave comments on this blog.
*today's title is a play on the Paul Thomas Anderson film "There Will Be Blood" and yes I do get bonus points for the number of movie references I work into my blogs.
I’m a big fan of IBM’s mission of Smarter Planet. As
an IBMer based out of Bangalore, India, I get inspired by Big Blue’s rich history
and the impact it has been creating on the world’s business systems.
This week, India is celebrating the “Joy of Giving
Week” (JGW), a pan-India initiative started in 2009 to celebrate a “festival of
giving” to the needy and to our society, through various forms of giving: time,
skills, resources, money etc. JGW is held annually for a week, starting on a
Sunday and ending on a Saturday. These dates also contain Mahatma Gandhi’s birth anniversary on the 2nd of October.
Donation boxes are kept in IBM offices across all
the locations. Interestingly, as I was making a list of things to be donated to
bring in smiles into a few innocent faces, a thought occurred to me….. and then
my joy knew no bounds. I realized that to be associated with IBM, which works
towards giving back to our Earth with a mission of making it a Smarter Planet
through innovations in products and services, is a joy in itself. A joy of
giving to the world we live in, for our smart and sustainable living.
Further, I love my job which is working on our Tivoli Success Stories for our IBM Client References.Many of
these stories talk about the work that we are doing with our customers and
their implementation of Smarter Planet solutions.Our customers, using these solutions, are
having a significant impact on making our lives better and more fulfilling. And, YES.....I can see the ‘Joy of Giving’ being passed on from IBM to our clients and
to the world :)
If there is one webcast about service management that you listen to this year...well, I guess the first question I'd ask is why you're limiting yourself to one...but if there was just one, this would be it.
We love our planet, Mother
Earth. Don’t we? As for me, having been born and brought up in a place so close
to nature, away from bustle of city, and having studied ‘Environment and
Resource Economics’ as one of the subjects in my Post Grad, these things have
always been the driving forces behind my love and fascination towards Mother
Earth. And, since Mother Earth is inseparable from the technological revolution
and innovations happening around us, it gives me a proud feeling to be an IBMer
who works towards Big Blue’s mission of a Smarter Planet.
Visibility, Control and Automation™ is how
IBM defines service management which, when obtained for the smarter business infrastructures and end-to-end service
chain, can take any business to its zenith and contribute in making our
Mother Earth a Smarter Planet.
IBM’s Tivoli® Software places
IBM in a unique position to help the clients provide smarter solutions and the
expertise needed to design, build and manage a infrastructure that enables them
to improve service, reduce cost and manage risk.
Not long ago, while surfing
through our case study database, I stumbled upon a Tivoli success story that
caught my attention and I’m happy to share the same with our readers here.“Schweizerische
Bundesbahnen (SBB) Leverages rail system and network transparency to keep
trains on schedule”. Wow, the title looked so fascinating to me and that might
be because I’ve had many not-so-good-train-experiences, delay in arrival or
departure and the likes (which I always dislike).
(SBB), or Swiss Federal Railways, is Switzerland’s leading transportation
company.SBB transports over 800,000
passengers and more than 220,000 tons of cargo each day, maintains 3,011
kilometers of track that connects more than 800 rail stations and also a large
construction organization that engages in roughly 5,000 construction programs
each year. However, due to inefficient monitoring systems, a one day system
problem in 2005 had stranded nearly 200,000 passengers, costing almost US$5
million. Hence, SBB was looking for a more aggressive service management
strategy to prevent future events of this type and operate 9000 trains a day
without any hassles.
customizable user interfaces that increase network transparency, and helps
support staff to be better informed about infrastructure health. 2.Leverages proactive management and automated
alert systems to recognize and repair more than 50 percent of issues before
they can impact operations. 3.Increases the availability of SBB’s train
network by approximately 2,000 minutes per month - therefore saving
approximately US$2.3 million each year.
Martin Schaeren, Head of BU
Service Management, Swiss Federal Railways (SBB), is all praise for IBM, “Trying to manage 3,000 kilometers of track
is a particularly daunting task. But, by leveraging our new IBM solution, we’re
able to see our entire infrastructure clearly and respond to problems before
they can affect our operations.”
Well, a commendable success
story indeed. We, the IBMers, sincerely, wish that all the railway systems of
our world become ‘smarter’, sooner than later. What say?
The best part is that if you are selected to speak, you get a full conference pass ($1,995 value) not to mention the recognition of your peers (whom you'll be interacting with at the event) as well as a great resume builder.
What do you think? Not a bad way to spend a Friday afternoon!
I speak for everyone on the team when I say that we look forward to what you put together.
PS Obviously, you're not just limited to doing this on Friday. Every day is a good day to work on your abstract :-)
Planet Earth. Big fan. Which is why it's so exciting to be an IBMer right now. Some of the things that we are doing with our Smarter Planet solutions are, for lack of a better word, ground breaking.
IBM has a track record on being right with regard to understanding the needs of our customers and being there with solutions for them.
Smarter Planet is no different. Smarter Planet is responding to the need for living in harmony with the world we live in.
This idea though, is not just an IBM thing. It's a world thing. It's a revolution.
Which is why this Start thing in the United Kingdom is so cool. One my fellow IBMers made me aware of this, and here's what they sent me:
Start is a national initiative by The Prince's Charities to promote and celebrate sustainable living. It aims to demonstrate what a more energy efficient, cleaner and healthier future could look like. During 2010, Start will grow into a vibrant and diverse programme, which will engage people right across the UK.
The IBM Summit is the business to business component of Start and will each day will engage 120 global leaders in business, the public sector and academia to discuss the varying economic, societal and environmental aspects of sustainability. Each of the Summit's nine days has a unique theme including cities, energy, transportation, skills & people, youth, supply chain, finance and analytics. The final day of the vent will combine the work of all days into a discussion on Smarter Business.
IBM is a sponsor and participating in the event, but this is being run by Prince Charles and his organization. Some of the speakers at Start include Sam Palmisano and Ginni Rometty (W00T!*) as well as Stella McCartney and other business people and offiicals from the UK and Europe.
You can follow the event on the official website (startuk.org) or by using some of the links below for the IBM Summit, and you don't have to live in the UK to get value out of these sites or to start a conversation about this in your area.
And to quote Anchroman Ron Burgundy, "Stay classy, Earth!."
[*Update: I realized as I was driving home from the comic book store that some folks might not know what the term "W00T" means. It is, according to Wikipedia, "...express happiness or excitement" and has replaced "awesome" in my day-to-day vernacular. In this post, for example, it is in reference to two of our amazing execs speaking at this event. I recommend trying it in conversation.]
For us Americans, 4,000 km of track is about 2,485 miles. Which, as the crow flies*, is roughly the distance from New York city to San Francisco.
The thing that excites me about what KiwiRail is doing is that the management has an analytics portion to it with our Cognos business analytics software.
One of my previous roles at IBM was working on Business Intelligence marketing and I got to know the space pretty well. In talking with so many of our customers, it was the analytics that contributed to their ability to innovate and save time, money and reduce risk.
The combination of GBS services, Maximo software and Cognos for KiwiRail is going to be a huge win for the entire population of New Zealand considering how much of their economy is based on rail transport.
The take away here for our non-rail customers is to look at the Smarter Planet solutions that match your industry.
We cover a lot of ground with KiwiRail and their requirements. If we can do that for them, what can we do for you?
IBM is striving to develop solutions based around your industry and provide things, like Integrated Service Management in this case, to match your business objectives and help you achieve success in your industry.
When I saw Tom Cross give a talk at Innovate 2010 in June, I was first struck with the nonchalance with which he spoke of the black market business of Internet data. I could not have been more intrigued if I were watching a movie adapted from a John Grisham novel. He seemed to have some emotional distance from what creeps most of us out about our mail. And I’m not even talking about email. I mean the good old-fashioned USPS mail. I KNOW I am not the only one who has worn out a few paper shredders thanks to Citibank, Chase, and the like.
The second thing that hijacked my thought train for more than a few moments was how network vulnerabilities are created for the explicit purpose of learning cyber criminal behavior. Like signing up for as much spam as you can. Sure it makes sense to me now. But I am still vaguely uncomfortable talking publicly about threat and attacks. It seems akin to Batman and the Joker building websites to promote their plans to outsmart the other. What was I not getting? By now I was considering slipping quietly out of the room to silence the voice in my head saying I had been foolish, very, very foolish in my confidence as a clever and vigilant consumer of Internet Things.
Realizing that I had some mental catching up to do, I stayed for the lasting impression that could keep me awake at night: just how easy it is to steal digital data. As I struggled with the impartial irony of how enormous yet simple a cat and mouse game Web App security is, visions of Tom and Jerry danced in my boggled brain.
The average IT infrastructure is a lot like Stonehenge.
Few people can tell you when it was built.
Even fewer people can explain exactly what it's function is.
But everybody agrees that it is immovable.
That sucker is not going anywhere. Comedian Eddie Izzard has a bit about how the Druids flippantly ask the henge builders, "That stone and this stone. Can we swap them around?"
Outside of its original (and intended use), the immovable structure of Stonehenge makes for a great tourist attraction; but that's about it.
The immovable architecture severely limits its functionality.
Fast forward to today. The head Druid (or your CEO...depends on where you work, I suppose) asks you, "This workload and that workload. Can we swap them around?"
Is your infrastructure a Stonehenge? Or is it a Virtualized henge?
Horrible pun aside, I'm serious. Can you move those workloads around? Can you automate business priorities? How agile is your infrastructure?
Take a moment to think about that. Is innovating your business a button punching task, or is it rolling rocks across the highlands?
Virtualization is a key technology enabler for Integrated Service Management and it's something IBM has a long and successful track record implementing with our customers.
I've been working with IBM products that have utilized Virtualization of some sort going all the way back to LPAR with the p630, and this video is one of the best things I've seen on communicating IBM's value with Virtualization.
Take the eight minutes to watch it and post comments below or reach out to your IBM sales rep and/or Business Partner (use the Business Partner Locator) and ask them to sit down and talk about it with you.
Last week, IBM made an historic announcement with the introduction of the highly anticipated zEnterprise - a first of a kind technology representing a new dimension in computing. zEnterprise integrates IBM's leading technologies to dramatically improve the productivity of today's multi-architecture data centers and tomorrow's private clouds. Truly, a smarter system for a smarter data center.
Smarter data centers also require smarter software. With this announcement, IBM delivers both in a way that will revolutionize the industry. And when you consider the potential of zEnterprise to act as a platform for service management, things get really interesting. To that end, IBM unveiled 4 new service management offerings for zEnterprise (draw the curtains and drum roll, please):
IBM Tivoli Application Management for zEnterprise
IBM Tivoli Application Resilience for zEnterprise
IBM Asset and Financial Management for zEnteprise
IBM Security for zEnterprise
These offerings provide a central hub - a single point of control - to oversee and govern IT services that are cross-domain, cross-OS, cross-application, cross-resource and cross-service - across the organization.
That was a cheap ploy for me to work in a comment about how excited I am that Austin is well on it's way to getting a Formula 1 track (Statesman).
Shameless? Or brilliant? You make the call
Anyhow, the title is a pun on the Random Access Compression Engine™ (RACE) architecture that is a part of the Storwize offering that IBM recently acquired.
I want to welcome all the Storwize employees to IBM (hello!) and let our customers know that this is some pretty tight technology and it's worth reaching out to your IBM sales rep or business partner to learn more about it.
Storwize provides real-time data compression technology to help clients reduce physical storage requirements by up to 80%*, which improves efficiency and lowers the cost of making data available for analytics and other applications.
Here are three good links for more details on the aquisition as well as a quick video featuring Doug Balog, Vice President of IBM Storage.
Yes. I used an exclamation point. Because this is that exciting! (there it is again)
The zEnterprise is, as we call it, a “smarter system.” It’s fast. It’s scalable. It’s efficient. It’s reliable. It’s secure. Most important, it’s highly manageable.
With that, IBM Service Management on System z is a single service management engine to give you the visibility, control, and automation needed to deliver quality services, manage risk and compliance, and accelerate business growth.
Together they will assist our customers in innovating their business; and that’s what it’s all about.
The road to a Smarter Planet is going to take systems and software that can be used to create a Smarter Data Center. It's worth your time to read more about it. There’s a ton of press coverage (point your favorite search engine at “zEnterprise” and it’s dealer’s choice on articles). Twitter is already trending with #zEnterprise from analysts, IBMers and customers. And, I’ve also put some ibm.com links below.
That said, in honor of the new announcement I give you a tribute to an old Jeff Foxworthy bit and a little something we like to call “You might be a not so Smarter Data Center.” (and feel free to add yours to the comments section).
If your data center has its own postal code, you might be a not so smart data center.
If your LOB signs their SLA with “no backsies,” you might be a not so smart data center.
If you count the number of forests it takes to print your server inventory, you might be a not so smart data center.
If your energy usage ever won you a free lunch from your power company, you might be a not so smart data center.
If your service management is done with a forklift, you might be a not so smart data center.
If scalability means renting more buildings, you might be a not so smart data center.
If your problem management is done with a game of pin the tail on the donkey, you might be a not so smart data center.
If your data center security is a bicycle lock and a hide-a-key, you might be a not so smart data center.
If your downtime is measured with a calendar, you might be a not so smart data center.
Illumination tapped IBM and its Paris-based Business Partner Serviware to build a server farm based on IBM's iDataPlex system. With this system's efficient design and flexible configuration, the company was able to meet the intense computing requirements for the film and save room by doubling the number of systems that can run in a single IBM rack. The entire space used to house the data center amounted to four parking spots in the garage of the production facility, about half of what had initially been allotted. The studio's iDataPlex solution included IBM's innovative Rear Door Heat eXchanger, a water-cooled door that allows the system to run with no air conditioning required, saving up to 40% of the power used in typical server configurations. Overall, the installation included 6,500 processor cores.
Chris Meledandri, Producer of "Despicable Me" and founder of Illumination Entertainment:
"Thanks to the capacity of IBM's rendering technology and the skills of our artists, we were able to bring our creative vision to life through the completion of a wonderfully entertaining film and build the foundation for a large pipeline of projects in development."
Steve Canepa, General Manager, IBM Media & Entertainment industry:
"IBM is delighted to work with Illumination Entertainment on this exciting project to advance digital film-making production," said "The combination of our film industry expertise and powerful, flexible and cost-effective technology solutions is helping to accelerate the adoption of new digital technologies like 3-D into the creative process of film making."
Illumination Entertainment's film "Despicable Me," is being released by Universal Studios July 9.
Visit "Despicable Me" at Facebook at http://www.facebook.com/DespicableMe.
For more information on IBM, visit www.ibm.com/media
All you have to do is create an original video that describes how your Tivoli software products have helped your company solve a problem, improve performance or deliver business value.
No, you won't be eligible for the 2011 Academy Award nominations (not even for documentaries), but you will be eligible to win an Apple iPad, iTouch, iPod Nano, $100 gift check, or $50 gift check.
Get started today - the deadline for contest submissions is August 16th. Winners will be announced on September 21st. (You may want to start thinking about what you're gonna wear). In the meantime, you'll want to read this article with the contest details.
But be forewarned - Hollywood may come a-callin'...you may need to get yourself an agent.
Signing off for now, Your friendly roving Integrated Service Management Reporter
If you've never visited the ISM Library - or you haven't visited in a while - you should. It's a great resource for helping your organization accelerate the move to integrated service management and has recently been renovated. Consider it your "one-stop shop" for IBM and 3rd party accelerators.
So...what's an accelerator, you might ask? Well, to put it simply, an accelerator is a capability - an agent, adapter, connector, reporting, toolkit or perhaps even documentation - that can accelerate the implementation/delivery of service management. For example, there's the Delivery Agent for Maximo, which uses your Lotus Notes or Exchange email system as the delivery engine to send and manage Maximo approval requests. Or the Change and Configuration Management Database Integration with WebSphere Service Registry and Repository, which provides the ability to manage services across lifecycles. And ImageWare's Card Management System (CMS) is an enterprise solution for the printing, encoding and life-cycle management of secure credentials, including biometrically enabled smart cards. There are over 1800 accelerators in the library across products and industries.
You can save time and money by using accelerators. One cell phone provider has used some 60 Netcool integrations already - that's smart!
There's a great line in the movie Armageddon where Bruce Willis' character Harry Stamper describes NASA as, "...a team of men sitting around somewhere right now just thinking stuff up and somebody backing them up!"*
The interesting thing about putting smart people in a room. They think stuff up. They get things done. They put people on the moon (and in this case, save the world from an asteroid collision).
Which is probably why IBM has 70 of these rooms for our software around the globe and today we opened the largest one in Littleton, Massachusetts.
The IBM Mass Lab is IBM's largest Software Development Lab in North America. Deval Patrick, Governor of the Commonwealth of Massachusetts along with Steve Mills (Senior VP of IBM Software) and Alistair Rennie (General Manager of Lotus and the site executive) where there for the ribbon cutting ceremony.
As a customer, what does this mean for you? Well, it's 3,400 smart people in a room solving problems. It's men and women, as the press release describes it:
"...creating software that manages some of the world's most complex process and infrastructure problems such as modernizing and automating the world's physical infrastructures -- from railroads, water management, food traceability and healthcare modernization."
So. To recap. While we can do plenty of things in the IBM Mass Lab, helping the Celtics beat the Lakers in Game 7 is unfortunately out of our hands.
What is IBM Tivoli Software? We know you want the short version. Steven Wright of Tivoli Software breaks it all down for us in less than 7 minutes on a white grease board. Check it out while you have your morning coffee, afternoon tea, or while you get your miles in on the treadmill or trail with your smart phone. Then visit ibm.com/software/tivoli for more details on how IBM Tivoli Software can help you run a smarter business. .
As businesses and governments continue to develop and design products and services that are increasingly interconnected, IBM is working with clients to help them build the competencies to manage these products in smarter ways. This week at Innovate, the Tivoli and Rational teams, delivered several sessions to the agenda that demonstrated to the software developers, clients, and business partners how to design develop, deploy an manage smarter products by linking development and operations using Cloud technology. I was thrilled to see the level of interest and enthusiasm from the audience for Integrated Service Management. Many of the sessions were standing room only, including the track kickoff, which had to be moved to a larger room! Sessions that were not SRO were also very popular with nearly full rooms.
We were lucky to capture Bala Rajararaman, Tivoli Distinguished Engineer and Top Gremlin-Buster, along with Moe Abdula from Tivoli Development, who shared their passion for Smarter Products and Services by integrating the tools, processes and data of development and operations.
Are you familiar with identity theft? If you are, then you probably know how easy the internet makes it possible. But now it's easier to write a happy ending to the old gum shoe caper. Except now the gum shoe is replaced with Integrated Service Management.
If you are at Innovate, come hear Venkat Raghavan, Director of Security Development Tivoli-ISS Software, at 1:45 today deliver his presentation entitled "Why Criminals Target Web Application and How Can You Build a Multifaceted Response."
In the meantime, here's what Jamie Thomas, VP of Tivoli Strategy and Development had to say when I ran into her at Innovate.
IBM just introduced new software and services to help build security into the design of new applications instead of adding it later as an afterthought.
New technologies like cloud computing and virtualization are making organizations more efficient and competitive. These new technologies are also adding increased complexity and risk forcing businesses to find new ways to deal with compliance, risk management and data protection.
The new security software and services announced by IBM help organizations incorporate security into the initial design of applications, avoiding costly fixes down the road. The new offerings include:
Access Management: Software that can help organizations provide users with secure access to their servers, applications and environments, across new service delivery platforms, including cloud computing;
Security Testing: Software that enables businesses to automatically test source code and identify potential security and compliance risks during the earliest stages of software development;
Source Code Assessment Services: Services that help clients assess their application security, identify vulnerabilities and provide recommendations for resolution;
Secure Engineering Framework: A proven blueprint for building and deploying secure software.
The Integrated Service Management demos at Innovate, that is. Evidently, integrating development and operations is a heck of a lot easier than you would think. Even more simple, are the reasons why you want want to do that. A unified strategy focused on visibility, control, and automation can help you minimize the cost and risk of delivering the next generation of smarter products and services and so you can take charge of your software design and delivery ifecycle.
If you're currently at Innovate, look up in the Expo for the signs marked "Integrated Service Management" or come find me in the Client Connection Lounge and I'll walk over and introduce you to the great guys hosting the Integrated Service Management demos.
In the Simpsons episode "Homerpalooza," Jimbo is marveling at Peter Frampton’s performance and says, "Man, that guy's guitar is talking."
Aside from having good taste in hats, Jimbo was somewhat prophetic in that these things are "talking" to us.
The reality is, some of the smartest devices are no longer inside the data center. They are the intelligent, instrumented and interconnected devices that are enabling IBM and our customers to build innovative solutions for a smarter planet.
OPAL is now the Integrated Service Management Library and it’s packed with 1,800 software accelerators developed by IBM and third parties to help customers create more intelligent operations in fourteen key industries including automotive, aerospace and finance.
It’s not enough for devices to talk; someone’s gotta be listening. The Integrated Service Management Library connectors help the digital and physical worlds communicate with each other to better manage a company’s equipment, buildings, IT operations and business services.
Here’s an example, to optimize a datacenter, the Heating, Ventilating, and Air Conditioning (HVAC) systems and data center temperature sensors need to supply data to the software management systems. There is an accelerator in the catalog that enables the building automation system to provide cooling and temperature information directly to IBM Tivoli Monitoring which can combine this information with server usage and power consumption data to identify data center hot spots. Once the hot spots are identified workload can be moved from over utilized systems to the under utilized systems to balance energy and cooling needs.
The Integrated Service Management Library is located at ibm.com/software/ismlibrary and sports a new interface with a bunch of new features; redesigned to help you get exactly the information you need, as quickly as possible.
Other new improvements include:
New, faster data engine
Friendly Web 2.0 front-end
More comprehensive and customizable search engine
A wider variety of possible paths to target accelerators
Go to the site, and start searching for accelerators that can help you with your solution development. You’ll see that you can find accelerators faster and more easily with default indexes such as title, company, product, integration type and service management categories. In addition, a rotating feature list that changes every half hour helps keep site users apprised of new developments as they're rolled out.
Oh, and the site is quite collaborative as well. We’re looking for customers, such as yourself, to submit success stories and reviews. Also, feel free to submit new feature requests (or feature improvements) on existing connectors
Do you want to discover how IT can become more of a business
enabler? Would you like to learn how to deliver IT service more efficiently and
effectively to create competitive advantage? Would you like to find out how to
better utilize information, assets and technology across the service lifecycle?
If you answered yes to any of these questions, you will want
to make sure to attend the Integrated Service Management track at Innovate
Made up of 17 compelling sessions, this track illustrates
how Integrated Service Management helps align people, processes, information
and assets across the organizational silos. Sessions discuss how to bridge the
gap between development and operations to help automate processes and reduce
time to market. Other sessions explore how to incorporate technologies such as
cloud into your design and delivery process which is essential for creating
smarter products and services.
Clients who have already adopted Integrated Service
Management into their design, development and test phases have realized many
quantifiable benefits, including:
Service by up to 40% through process optimization as measured against
service quality indicators
Costs by up to 25% through infrastructure optimization and improved return
Risk by reducing client-facing incidents and problems up to 30%
By attending the Integrated Service Management track at
Innovate2010, you will find out how to realize these benefits too. You will
hear how you can:
up design, test and deployment processes and maximize resource utilization
with automation solutions
a robust dev and test processes that will have minimal chances of failure
and cause an outage,
up resource utilization and reduce costs
Attend the Integrated Service Management track sessions
offered at Innovate 2010, talk to our experts and learn how you can design and
deliver smarter products and services and realize your business objectives. Click here and in the 'Choose a track' window, select 'Integrated Service Management' to view the 17 Integrated Service Management sessions.
During the late 90's, I worked for a company that sold Java components and had the opportunity to do a demo in front of a sea of developers at a large Java conference in New York city.
I must have tested my demo about 20 times the night before and everything worked perfectly before I put my head on the pillow.
You can see where this is going, right? The next day, in front of at least 70 people, my demo crashed so hard that I might as well have been wearing a nametag that said "Colt Seavers."
I can't tell you what happened between my brother's apartment and the Javits Center.
Gremlins? Maybe. All I know is, one minute the thing was working. The next, it wasn't.
It's the same thing with many of our customers. They develop products and services and test the heck out of them, then deploy and those darn gremlins seem to just spout up out of nowhere.
With Integrated Service Management, IBM provides customers with a means to address their pain points with regard to the service lifecycle. Specifically, Integrated Service Management for Design & Delivery is about the design, delivery and management of software engineered into intelligent devices and services.
It's the alignment of information, processes and workflow across architecture, development, testing and operations teams.
From brainstorming the service or product, to development, testing, to deployment and maintenance and rolling out future features - it's about breaking down the silos between development and operations. And yes, it includes new technologies like Cloud computing.
Here's a good example: customers developing and testing new applications built on SOA need a way to simplify the process of troublshooting (and resolving) issues once this application is deployed into production.
One way that IBM is able to address these problems is with integration of solutions such as IBM Rational Performance Tester and IBM Tivoli Composite Application Manager (ITCAM).
ITCAM is a tool that can be used in both the test lab and production environments to isolate the root cause of the problem, right down to the specific code, and feed that information back to Rational Performance Tester.
By doing this, the testing staff can replicate both the test lab scenario and the production problems and if it takes more than just a configuration change they can feed those details back into the development tools and correct the problem at the code-level based on what has been identified.
In a nutshell, we describe it as, "Service lifecycle integration that links data and work flows."
It's good stuff and this is only one example (out of quite a bunch) where we have service lifecyle integrations across Rational, WebSphere and Tivoli software that enable organizations to bust the gremlins that inhibit continual service improvement across the end-to-end service chain.
Speaking of busting gremlins, a guy who saw a gremlin back in the day was William Shatner; star of "Nightmare At 20,000 Feet" (Twilight Zone) and former conference speaker for Rational's big customer event.
So it shouldn't surprise you that I'm gonna bring this back around IBM's (and Rational's) premier software and product delivery event; Innovate 2010.
If you were at Pulse 2010, then you know that we've been talking about Integrated Service Management for much of this year and it's going to continue this weekend at Innovate 2010.
Keep an eye on our next blog post where we'll have all the details of where you can expect to see Integrated Service Management at Innovate 2010.
And if you're not attending, not to worry. The Rational team are putting a ton of the information (including live streaming for Keynote sessions) on the website
Last Tuesday, we debuted new releases to the IBM Tivoli Access Management family with an announcement letter (210-159).
I suggested that we take the products down to the local Sears for a "family picture." We'd go for a tropical theme (to commemorate the ending of Lost) and maybe even let IBM Tivoli Unified Single Sign-On hold the teddy bear.
I was outvoted. I won't say by how much. But I was outvoted.
Instead, we did something a heck of a lot better. It's something that I retweeted last week.
As customers are driving new business initiatives, IBM can provide the secure access they need. Typical access requirements we're hearing from our customers are:
Enabling secure access to new service delivery platforms like cloud and SOA
Protecting access to critical data across the organization
Enabling secure access in complex portal and Web application environments
All of this is provided in detail on the Enhanced Security website, where there is more information on these initiatives. If you like what you read, contact your IBM sales representative or business partner.
And, no. See above, I do not have wallet-sized pictures of the Tivoli Security Policy Manager...maybe next time...
Today's software architects must do so much more than just build, deliver and manage...they must innovate. Increasingly, IT is charged with enabling business and seizing new opportunities to create unique, competitive advantages for the business through a more responsive and cost-effective delivery of IT services.
A tall order, for sure, but have no fear! Your ticket to learning just how you can do this is at Innovate 2010 - the premier software systems and services event; specifically, by attending the Integrated Service Management track. This track will demonstrate how you can effectively utilize information, assets and technology across the service lifecycle by integrating tools, processes and functions across enterprise architecture, development, testing and IT operations teams.
This track will also shine the spotlight on how IBM Rational, the platform for software delivery, is linked with IBM Tivoli, the platform for service management...and how organizations can incorporate Integrated Service Management throughout all phases of the service lifecycle, creating robust processes for producing innovative products and services and making those processes as efficient and cost-efficient as possible.
Hmmm...sounds like a can't miss event to me! Check out this article to learn more about Integrated Service Management at Innovate 2010 - and how linking IT development and IT operations can help drive down costs and drive up efficiency in exactly the ways organizations need most - to innovate best. Register today!
Signing off for this week, Your friendly roving Integrated Service Management reporter
What I am about to share here is a true story about Integrated Service Management. I changed the name of the customer to Customer because I didn’t ask permission to use Customer’s real name. So you’ll just have to believe me :oD
Oh, What a Better Web We Need
Once upon a time, Customer needed to test the interoperability of hardware, software, operating systems and customer solution stacks for new product releases. Customer needed to coordinate multiple global teams working on an abundance of machines. With thousands of operating system instances in test, Customer faced an enormous management challenge. Growth over time resulted in homegrown tools from many teams that did not interoperate, making data collection difficult. Visibility into tasks assigned to global teams was limited, and often resulted in duplicate testing and lost productivity. In addition to standardizing tools and improving workload tracking and visibility, Customer sought to automate as many repetitive processes as possible, improving productivity and freeing up engineers for more complex testing work.
Integrated Service Management to the Rescue!
The solution for Customer included a RaTivo integration of Rational Quality Manager (RQM) and Tivoli Provisioning Manager (TPM) to allow automatic provision of test machines with the required test configuration, saving Customer manual work and time from request to provision. Additionally, Customer applied Rational Test Lab Manager and Tivoli Application Discovery and Dependency Manager (TADDM) to discover available test lab machines and display the list in RQM, saving Customer test time as all the information is displayed one tool.
All’s Well that Ends Well
You can’t argue with these results. Customer directly benefited from Integrated Service Management by:
Eliminating an estimated 20 percent of testing duplication
Increasing visibility and automation allows better allocation of shared equipment, reducing hardware requests
Locating available test machines for testing without the need to learn a new tool or collaborate with the operation teams.
Automating provisioning of new test configurations on available machines, speeding the test cycle.
Enabling managers to pull their own custom reports, thereby improving visibility and coordination.
In April 2010, IBM conducted an online survey of over 6400 adults working full- or part-time in office buildings in 16 major US cities. The survey showed that "US office buildings have failed to keep pace with the revolution in automation that pervades modern life. While cars, transportation systems, electrical grids and other systems are being instrumented and interconnected to be more efficient and user friendly, the majority of office buildings remain rooted in the past. As a result, this intelligence gap is taking a measurable toll in lost productivity and unnecessary spending."
So, how do you bridge this intelligence gap...or, in other words, how do you make buildings smarter?
It starts with a better way of managing those buildings: IBM Maximo Asset Management.
Maximo delivers holistic, end-to-end tracking and monitoring of all assets, at every point in their lifecycles. It helps make building facilities management simpler, faster and less expensive—thus essentially transforming buildings into smart buildings, capable of delivering their full potential to your organization. Specifically, Maximo can:
Establish contracts for labor and materials across the entire enterprise, allowing for better cost control.
Detect a shortfall in a cooling asset and automatically notify appropriate team members of the problem and create a prioritized schedule of corrective action.
Provide vendors direct access to Maximo, allowing them to view assigned work, request direct updates and provide real-time status. Notifications are generated by Maximo and are automatically distributed via e-mail to any device.
Manage vendor SLAs to monitor their overall performance. Should a vendor not be meeting specified service levels, Maximo can quantify the difference and initiate a suitable response.
Of course, there are many more examples of how Maximo can help you manage your facilities more efficiently and cost effectively, all of which enable a shift from facilities maintenance to facilities management, from a reactive stance to proactive stance, resulting in improved asset performance, longer asset life and ultimately more sustainable - and, dare I say - smarter buildings.
It almost goes without saying, but, hey, I'll say it anyway...Security is top of mind for everyone these days, no matter your industry, no matter the size of your organization - and even on a personal level, too. You certainly don't have to be a security manager to be concerned about security, particularly internet security.
Case in point: Which of the following internet vulnerabilities is keeping you up at night these days?
Perhaps a more precise answer would be "All of the above plus a few more."
So, how can you stay ahead of these types of threats - understanding what the most critical and recurrent vulnerabilities are and what you can do to prevent them? One excellent source of emerging information is the IBM X-Force Research and Development team. For more than a dozen years, these security specialists have tracked well over 40,000 different vulnerabilities, from Trojan horses to malware to Web spoofing, and documented them in the world's largest and most comprehensive threat database.
The IBM X-Force researches and monitors the latest internet threat trends, develops security content for IBM customers, and helps advise customers and the general public on how to respond to emerging and critical threats. Twice a year, the team releases a detailed report discussing the latest security complexities. These reports are far more than just abstract information. They are actionable intelligence, designed to lead to more comprehensive security and a better business outcome. Take a look at the latest report.
For more information about how the IBM X-Force research can help your organization (and perhaps even keep you from losing sleep worrying about security threats), check out this Service Management in Action article.
Signing off for this week,
Your friendly roving Integrated Service Management reporter
Al Zollar, will be collaborating with thought leaders at CIOsynergy on May 6. One of the topics Al will be talking with other CIOs about is how building a dynamic infrastructure can help CIOs free up more of their time to focus on innovation and driving competitive advantage.
CIOs in every industry are all too familiar with the operational and financial challenges that growing infrastructure complexity and rising energy costs are creating for their organizations.
There is increased complexity across the board, and that is a trend that will continue. Creating competitive advantage now means dealing with complexity better than your competitors. And that means the ability to work across your organizations technology siloes to harness technology to support breakthrough innovations.It also means creating a flexible anddynamicinfrastructure to support those innovations.
IBM has been working with many companies and CIOsto helpthem to realize their part in the Smarter Planet, and address the challenges of this environment with such capabilities as Integrated Service Management, Cloud, Security, and Virtualization delivered via our extensive portfolio of hardware, software, and services.Our offerings help our customers create that flexible, dynamic infrastructure that frees up CIOs to innovate, and create the breakthrough services that make them more competitive.
IBM’s vision for a dynamic infrastructure offers an evolutionary new model for efficient IT delivery—giving CIOs the tools to overcome the minutia of daily operations to drive real business innovation.
It’s an approach that allows CIOs to:
Position themselves as agents of change within their organizations
Help break down barriers to global integration
Lead by example on green initiatives and reduce enterprise energy consumption.
That means CIOs will be better able to align IT with business goals and help pave the way for creating the Enterprise of the Future.
Find out more about building a dynamic infrastructure.
Learn all about the latest strategies and smarter software for design and development innovation through next generation service delivery from the Integrated Service Management track at Innovate 2010, June 6-10. The Integrated Service Management track at Innovate is a continuation of the discussion and training of the Software Delivery Lifecycle Management stream at Pulse 2010, which showcased how clients, IBM and IBM Business Partners use software delivery lifecycle management solutions to help realize greater value from software investments and optimize business outcomes at reduced cost and risk.
The Integrated Service Management track kickoff will be hosted by Jamie Thomas, Vice President of Tivoli Strategy and Development, formerly of worldwide development, client support and product management for the Rational software brand. Jamie will be joined by Bala Rajaraman, Distinguished Engineer, IBM Software, Tivoli and John Wiegand, Distinguished Engineer, Rational Analysis, Design and Construction.
At Innovate 2010, IBM clients and partners will learn innovative approaches to optimizing the service lifecycle, driving better efficiencies and lowering their TCO. Attendees of the Integrated Service Management track will also learn how to leverage the existing tight integrations with Rational solutions. Specifically, clients can find out how to:
Speed up the deployment processes and maximize resource utilization with automation solutions
Reduce cost and improve efficiency with Visibility and Automation brought about by the integration of Rational and Tivoli
Fully realize the benefits of newer technologies such as virtualization, cloud etc in the dev and test processes that will improve TCO and efficiency
Create a robust dev and test processes that will have minimal chances of failure and cause an outage