Increasingly, physical assets are being transformed into digitally aware, smart assets that can receive and emit data and connect with one another, allowing people, systems and objects to communicate and interact with each other in entirely new ways creating opportunities for smarter, differentiated services and products.
As the world becomes more intelligent, instrumented and interconnected, designing and delivering the systems and application software for innovative new products and services becomes more and more complex.
For example, today’s cars contain a 100 million lines of code that are connected to the dealer, to a smart traffic system, to an insurance provider, and to a smartphone, which alone could run 100,000s of new applications.
The complexity of these systems of systems has exploded overnight as every single service and interaction between the multiple systems needs to be managed, monitored, and maintained across the entire service lifecycle.
Current models of design, development, operations, and deployment do not scale and are not cost effective. In addition, there is a huge gap between design, delivery, and operations, inhibiting the efficient delivery of services.
Both development and operations see a number of challenges in their IT and product delivery organizations:
70% of budget locked in maintenance
50% of applications rolled back
30% of project costs due to rework
85% of computing capacity idling
Integrated Service Management—which includes Rational and Tivoli software--helps bridge the gap between software development and operations teams. It provides integration of data and workflows across architecture, development, testing and operations software. It integrates best practices including ITIL and IBM assets for SOA, Development and IT Operations to accelerate time to value. Integrated Service Management helps organizations:
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
Featured products include: Federated asset management.IBM Rational Asset Manager helps architects and operations with fast problem resolution as the single catalog of known software assets, such as patterns, past change requests, and in-production services and products. Federation with IBM Tivoli Change and Configuration Management Database simplifies deployment with automated synchronization and reduces data duplication, allowing only secure proven assets and services into production environments.
Lifecycle process automation. Accelerate the development, test, and deployment cycles; reduce operational risk; and improve audit posture. Rational Asset Manager catalogs templates and deployment reference architectures tailored by industry, which invoke the build-test-deploy workflows resulting in greater consistency, predictability, and faster time to market. IBM Rational Build Forge®, IBM Rational Automation Framework for WebSphere®, and IBM Tivoli Provisioning Manager provide an automated test and deployment workflow reusable across application and data center provisioning environments significantly reducing the manual effort in test and build set up and tear down.
Attend Innovate2010 and to learn more about Integrated Service Management for Design and Delivery. Register today.
Al Zollar, General Manager of Tivoli Software, will be attending CIOsynergy, May 6, 2010. In addition to networking with CIO’s from multiple industries worldwide to exchange insights and discuss solutions for the future, Al will share his thoughts about the emerging Smarter Planet and how it is changing the role of the CIO.
Some of the insights Mr. Zollar will be sharing come from the CIO study IBM conducted in 2009, based on surveys of more than 2,500 CIOs.
The CIO study underscores the fact that the role of the Chief Information Officer is changing dramatically. In addition to being IT experts, today’s most successful CIO’s are also business leaders who are actively engaged in setting strategy, enabling flexibility and change, and solving business problems, not just IT problems.
As the lines between business and IT blur, CIO’s recognize the critical role service delivery plays in how their companies do business and generate revenue. And, as the world becomes more instrumented, interconnected and intelligent, the way services are designed, delivered and managed is rapidly changing too.
Physical assets are being transformed into smart, digitally-aware assets that can receive and emit data and connect with one another, allowing people, systems and objects to communicate and interact in entirely new ways.
As a result of the interconnection of these instrumented and intelligent devices, great breakthroughs in service innovation are creating new opportunities for people and businesses worldwide.
With these new opportunities also comes increased complexity and risk. And this puts new requirements on our business and technology infrastructures.
CIOs are faced with important objectives that often seem to clash: How can we support the introduction of new services while avoiding the disruption of existing services? How can I reduce costs while improving services? How will I balance the need to influence business strategy with the need to provide top-notch IT support?To respond to these conflicting objectives, successful CIO’s are blending three pairs of roles that seem contradictory, but are actually complimentary. At any given time, a CIO is:
An Insightful Visionary and Able Pragmatist, whose focus is making innovation real
A Savvy Value Creator and Relentless Cost Cutter, whose aim is increasing the ROI
A Collaborative Business Leader and Inspiring IT Manager, whose mission is to expand the business impact of IT
Integrated Service Management can help CIO’s achieve their dual focus of IT expert and business leader. Integrated Service Management helps the:
Insightful Visionary and Able Pragmatist make innovation real by simplifying and streamlining IT processes through technologies like automation and monitoring, giving them more time to focus on developing the intelligent infrastructures of tomorrow.
Savvy Value Creator and Relentless Cost Cutter use process automation to reduce the need for human oversight and virtualization to keep assets running at optimal levels, automatically adapting as business demands change, creating a savvy, cost-efficient IT infrastructure.
Collaborative Business Leader and Inspiring IT Manager expand the impact of technology by leveraging automation capabilities that help develop and prepare for the strategic business initiatives of the future.
We’ve been talking a lot at IBM about how we’re seeing the coming of age of a whole new generation of intelligent systems and technologies—more powerful and accessible than ever before.Our planet is becoming more intelligent, interconnected, instrumented, and smarter day by day.
Increasingly, physical assets are being transformed into smart, digitally-aware assets that can receive and emit data and connect with one another, allowing people, systems and objects to communicate and interact in entirely new ways. The ability to interconnect smarter products and information technology is making it possible for industries to deliver new, innovative services to customers—smarter services which fundamentally change the economics of delivery services.
For example, smarter energy services leverage new smart meter technology to better manage energy distribution across the grid. Smarter energy service has resulted in a 14% reduction in CO2 power plant emissions and reduced homeowner costs up to 10%. Smarter traffic service leverages smart tolls and communication systems to better manage traffic flow, resulting in 20% less traffic, a 12% drop in emissions.
Underpinning these smart business services is a Service Delivery Chain that must be aligned and integrated across processes, roles, and assets.
Integrated Service Management provides a holistic approach to designing, managing and delivering smart services. It connects processes, roles and assets together making everything occur in a seamless flow- A customer places an order, the system checks inventory, delivery gets scheduled, inventory is replenished; to quickly pulling together and making sense out of any kind of information and data;. to finding and fixing complex problems with little or no human help; to making collaboration a fundamental part of how work is done; to creating an infrastructure that helps reduce costs, improve service and manage risks.
While this article has been posted numerous times on Twitter and the like, I felt it was worth a post here on the Service Management blog in case folks missed it.
In particular, it's worth noting how IBM Software Group follows the Glengarry Glen Ross (IMDB) mantra of, "Always be closing."
By that, I mean that we continue to look at the market and the requirements of our customers, and we continue to innovate how we build our products, how we manage internally and how we do business.
We rest. But not much... :-P
Senior Vice President and Group Executive Steve Mills said it best in this article:
"Businesses today want technology to solve their business problems and make them leaders within their own industries. In response, we have been moving our middleware portfolio into new, higher-value opportunities, growing our core capabilities, strengthening our portfolio and building solutions that support IBM's Smarter Planet agenda. Now we have the opportunity to take advantage of our middleware leadership and differentiated offerings to accelerate the growth of our business. By better aligning our organization to marketplace requirements, we can focus across our broad portfolio more effectively, ensure the right levels of investment to grow our business exponentially and deliver new levels of innovation to our clients."
Later in the article, Stephen Stokes an analyst at AMR Research said:
"This is the most significant organizational transformation in IBM's history. They're setting themselves up to really win big in the new economy."
Our customers and the market will ultimately decide the outcome, but I would agree with Stephen and think we're positioned FTW on this one.
Tiffany Winman interviewed Judith Hurwitz, president of Hurwitz & Associates, at Pulse 2010.
In the interview, Judith talks about how customers are looking at both internal and external clouds as a way to optimize their use of IT technology from a real business perspective.
One of the initial areas customers are looking at implementing Cloud is test and development. Rather than investing in new servers and tools, it makes economic sense to use a Cloud infrastructure for pilots. Plus when you give developers temporary resources, you often don't get them back!
Check out this podcast to hear more of Judith Hurwitz's thoughts on Cloud computing.
At Pulse 2010, my friend Cathy and her team put together an awesome little video demonstration of their new real time asset location solution for the Healthcare industry. The solution uses Maximo software to monitor and manage patients, staff and physical assets in a hospital. Check it out:
Big Blue said on Tuesday that it will license its Tivoli Netcool/Ominibus and Network Manager technology for Junos Space. The pact was announced during IBM's Pulse 2010 conference in Las Vegas and Juniper's Financial Analyst meeting in San Francisco.
Our partners are one of the most valued assets IBM has, both to the company itself and more importantly to our customers. Our partners carry the value of our integrated service management solutions to our customers and I am pleased that Juniper is now a part of our valued partner ecosystem.
If I had a penny for every time the word “Pulse” has been said around the IBM offices over the past month…I’d have a lot of copper!*
Seriously. “Pulse fever” is in full effect. It’s happening right now. As I write this, our customers, our valued business partners and many of my colleagues have converged on Las Vegas and are having a service management jam fest that makes Woodstock look like band practice in some dude’s basement on a Wednesday night.
So, one of the things that I have been working on is compiling the new and exciting announcements that are happening in and around the event.
We can start with the post Tiffany “Lois Lane” Winman's wrote on the Pulse conference community blog about the Keynote featuring Tivoli General Manager Al Zollar and former Vice President Al Gore.
The following are some of our announcement highlights as well as some helpful links. Please feel free to post comments on this blog.
Integrated Service Management This is something that the entire IBM team has been working on for quite some time. Kathleen Holm discussed this yesterday and the only thing that I would add is that it is an exciting time to be working in service management. Companies such as IBM are helping customers expand their capabilities outside of the confines of the data center and assisting them all of their intelligent assets. Integrated Service Management is much like the “web 2.0” of service management (but without the funny t-shirts), and IBM continues to be in a leadership position in this space.
Intelliden As you may have read last week, the IBM Corporation was proud to announce the acquisition of Intelliden, a leading provider of intelligent network automation software. Pulse is a great way to welcome our new IBM brothers and sisters to be a part of our Integrated Service Management solution, and looking at what they have achieved so far with Network Change and Configuration Management (NCCM) I know that they are going to be a valuable contribution to our customers and to the IBM company.
When In Austin Or La Gaude, Visit Our Solution Experience Labs If you are a customer and want to see our Smart Grid solution, there are two labs that you can go to; one here in Austin, TX and the other in La Gaude, France. The Smart Grid solution is an end-to-end Energy and Utilities lab environment with a focus on Advanced Meter Management to help customers address security challenges.
Smarter Buildings With Our Partners, Johnson Controls Above, I discussed the press releases we did around smarter buildings and facilities with some of our customers. In addition to those, Todd Watson has a great post about what IBM is doing with Johnson Controls to create smarter buildings. The long and short of it is that IBM is working with Johnson Controls energy efficiency building technology to provide advanced business analytics to help our customers address inefficiencies (press release).
Ricoh Intelligent Device Management Todd also discussed our announcement with Ricoh. It's “…an advanced device and printing management system which infuses office devices with real-time tracking and monitoring to help firms significantly reduce their print-related costs, improve service and cut back on carbon footprints.” (press release)
OPAL The Open Process Automation Library (OPAL) are some great “ready to deploy” solution integrations and references that extend our software’s “out of the box” deployments. The interface to the website is smooth, easy to search and best of all there are now 1,800 entries. If you are a customer, you gotta check this site out.
Tivoli Security Information & Event Management: Version 2.0 provides customers with a single integrated product for insider threat, audit and compliance management, and reporting. New features can be found in the announcement letter.
Tivoli Role Modeling/Management Open Beta Program Since we’re talking about security, I should also mention that we currently have an open beta program for two exciting products; IBM Tivoli Security Role Modeling Assistant and the IBM Tivoli Security Role Management Assistant. Details on the solution and the beta are on the IBM website.
IBM Remote Managed Infrastructure Services (RMIS) A service from IBM that assists customers with planning, implementing, configuring, testing, and basic skills instruction for selected IBM Server and Storage technology. A highly skilled IBM technical specialist can help customers implement selected server and storage products remotely (which is pretty cool, right?) (announcement letter).
IBM Managed Security Services A new IBM service that addresses security concerns by managing computing policies at the gateway (announcement letter).
That’s all for now (as if that’s not a lot already). For those at Pulse, say hello to my colleagues. End of line.
* Actually, I wouldn’t have much copper at all. The US cent piece (aka “penny”) is composed of 2.5% copper and 97.5% zinc (US Mint)
In his keynote address yesterday, Al Zollar talked about how customers are leveraging Integrated Service Management. Capital Region of Denmark in Copenhagen, is in the process of leveraging Integrated Service Management to track missing assets, improve maintenance schedules and get their company back on track.
Capital Region of Denmark is a conglomerate of hospitals with data distributed across three different storage tiers and four sites, with an online disk capacity of 500 Terabytes and backup and archive data exceeding 1.5 Petabytes.
They have solved their storage complexity issues with Integrated Service Management and are managing their entire storage infrastructure with only four people.
He also talked about how the U.S. Air Force is leveraging Integrated Service Management. The U.S. Air Force defense and intelligence network manages the operations of nine major commands, nearly 100 bases, and 700,000 active military personnel around the world. They are leveraging Integrated Service Management solutions to design and deliver a cloud infrastructure with unprecedented levels of security and resiliency.
It's not just a vision for the future--it's happening now. Integrated Service Management can help your company get past the complexity and risk you deal with on a daily basis.
In his keynote today, Al Zollar described the opportunities and challenges presented by a more instrumented, interconnected and intelligent world. The proliferation of smart devices presents new opportunities to deliver new innovative services- services that wouldn’t have been dreamed of just 10 years ago. These new smart devices also add new levels of complexity that is growing due to the number of new devices and connections added each day, and skyrocketing numbers of security threats and compliance regulations.
Al Zollar outlined examples of increased complexity in a number of industries i.e. an electric company dealing with smarter meters, regular old school meters, transmission insulators, servers, and turbine buckets; a conglomerate of hospitals in Copenhagen managing data distributed across three different storage tiers and four sites with online disk capacity of 500 Terabytes and backup and archive data exceeding 1.5 Petabytes; and the U.S. Air Force managing the operations of nine major commands, nearly 100 bases and 700,000 active military personnel around the world.
He then posed the questions, How do you overcome all of this complexity? How can you possibly see everything? How can you manage and secure everything? How can you increase speed while reducing cost?
The answer—Integrated Service Management that provides the software, best practices and expertise needed to manage infrastructure, people and processes—across the service delivery chain—in the data center, across design and delivery, and tailored for specific industry requirements.
He then went on to explain how Integrated Service Management contains service architectures tailored by industry like the smart grid for energy, or electronic medical record systems for healthcare.
It has lifecycle management bridging workflow across line of business, enterprise architecture, development and testing, and IT and business operations to speed delivery of products and services and ensure continual improvement.
Integrated Service Management also includes service dashboards that allow all audiences—from executives and business operations to IT managers—to see the service and gain insight into service health.
He closed by someone needs to be the thought leader in your organization...and that someone is you! Integrated Service Management can help you achieve that goal.
There are many great reasons to attend Pulse 2010- you can see real-world demonstrations of the newest service management solutions, you can hear about strategies and product roadmaps that can help you chart your roadmap for success, and you can get free-certifications and hands-on instruction in on-site labs. These are all great reasons to attend Pulse 2010, but I would like to focus one that often gets overlooked--networking with people not like you.
Pulse gives you the opportunity to attend tracks tailored to your specific area of focus and network with people doing work like you do. While there is a great deal of value in networking and sharing ideas with people whose roles are similar to yours, there may be even more value in talking with people who don’t do what you do.
What would happen if CEOs, service providers, IT professionals, plant managers, facilities managers, VPs of Operations, security administrators, and storage managers talked with each other? What kinds of solutions and ideas would emerge?
For true innovative thinking to occur, reframing challenges and understanding different points of view is key. While it’s easier to stay in your comfort zone and talk with people who speak your language, the opportunity to talk with people from other industries or from your industry but with roles different than yours may be one of the one of the best ways to gain new insights, reframe the challenges you are facing, and think outside the box.
Pulse 2010 gives you the opportunity to do just that. It offers you the chance to network with industry leaders and a broad audience of users and partners who may have different takes on service management—ones that can help you solve existing problems more efficiently, develop new services, or find new ways to accelerate growth and gain competitive edge.
Very good insights, Ivor. Predeterminiation and zealotry are two
human tendencies to constantly keep in check- and that's easier
said than done.
A quote by George Bernard Shaw cam to mind as I read your blog:
“The only man who behaves sensibly is my tailor; he takes my
measurements anew every time he sees me, while all the rest go on
with their old measurements and expect me to fit them”
Thanks for sharing your thoughts with us. Looking forward to your
insights in 2010!
IBM is offering an IT service management simulation event in six cities across the U.S. The IT Service Management Simulator is designed to give participants--C-level professionals, executives and line managers from business and IT, IT process owners and ITIL and service management project leaders--a hands-on service management experience.
Attendees will be given the chance to participate in a simulation game where they experience first-hand what it’s like to run a fictional logistic organization faced with real world IT challenges. They will gain a deeper understanding of the tangible impacts IT process and service management have on an organization that will help them determine how best to move forward with their own service management initiatives.
The IT Service Management Simulator events will be offered in the following locations on the dates indicated below: