Industry Solutions: Communication Sector Blog Conventional wisdom tells us that the telecom industry is generally safe from fluctuating consumer demand, but with this current recession, we may have to rethink this rule of thumb.
By Scott Sobers, Program director, Communications sector- Tivoli Software, IBM
This popular notion was initially supported by stating that the wireless data market experienced 7.3 percent quarter-over-quarter growth in the fourth quarter of 2008, an overall 38.7 percent increase from the fourth quarter of 2007. However, according to Chetan Sharma Consulting, this growth cannot be sustained in a continually deteriorating economy.
During these times, both businesses and consumers are scrutinizing costs, which leaves telecom service providers vulnerable to losing customers looking to cut household and business spending. Customers will be quick to drop services that don’t meet their standards, so providers need to go above and beyond to prove their value. Subscribers have many carriers to choose from, and for some customers, the deal-breaker may be differing qualities of service, both at the network layer and call center level. According to Stratecast analyst Karl Whitelock, service providers lose a large percentage of customers because of service issues. For some carriers, the number of lost customers exceeded 10 percent of their customer base.
Proper customer care is positioned to be a game-changer for wireless providers as it builds trust and drives satisfaction. Service providers are aware that maintaining a high quality of customer service is a key factor in customer retention, but reaching this metric is always a challenge. The inhibitors to superior customer care include weak communication between call centers and network operations and poor network intelligence. By being more proactive about identifying service issues, service providers can empower their customer care representatives with the tools to improve customer experience and help grow business.
Providers can employ a number of best practices to improve customer service. These relate to boosting visibility across the network, monitoring communications capabilities and prioritizing problem resolution.
Visualizing service quality
Understanding when a service impact occurs, determining who it affects and how it impacts the business enables providers to pinpoint and resolve those issues before a customer has a chance to complain about them. This can be done by collecting key data from different systems and from multiple vendors, which can then be used to simulate relationships across the network, applications and databases in order to determine which factors are most critical to the service. With this information, service providers can more effectively oversee the health, quality and availability of their networks and, when issues do occur, providers can quickly identify the problem, its cause and easily “link” the service to the system running the affected components. By streamlining end-to-end network management, service providers can prioritize their responses and communicate the relevant information to all parties.
Monitoring the customer experience
Besides keeping their eyes on the internal network, service providers will benefit from maintaining a real-time view into customers’ experiences. For example, being aware of how many customers are using a particular service lets service providers see how many subscribers are being impacted by service issues, which is valuable during the trouble reporting process.
Improving internal communications
Improving communications between customer care and network operations also helps providers solve network issues faster and more strategically. By providing the right intelligence to those who need it – operations, IT and customer care – snags can be resolved faster and with minimal impact to customers. For example, if a network supervisor can recognize an issue’s root cause, customer care can be better prepared by knowing why a customer is calling even before they describe the problem, thereby having a solution ready for the customer when she calls.
Prioritizing problem resolution
In the event that glitches occur, service providers have to make strategic decisions – which will they respond to first? What will each issue’s financial impact be? By linking their network and customer intelligence, providers can identify which issues affect the business most and respond to those calls accordingly. As a result, companies can prioritize efforts that offer the greatest value to the business and customer.
Beyond resolving service issues, managing the customer experience provides other assets beyond consistent customer satisfaction. By studying the data collected day-to-day during the experience monitoring process, providers gain knowledge about how customers use different offerings, which will be useful during business planning.
We are witnessing the telecommunications market migrate from a strictly voice-based industry to one that sells Web access, rich media content and business applications on cell phones. As this evolution continues, service providers will have to deal with the added responsibility of fielding service questions about data issues, which according to Stratecast take three times longer to resolve than regular voice service issues. Faced with this challenge, customer experience management is a valuable tool that providers can use to deliver positive customer satisfaction, high service quality and gain competitive advantage.
Scott Sobers is the program director for the communications sector for Tivoli Software at IBM. In this role, he manages the strategy and planning for IBM's solutions for communications service providers.
In response to: Service Management: The Linchpin to Cloud Computing
Cloud and Service Management: What an excellent topic! :)
Does Bruce Otte have a presentation or white paper he can share on this?
I'd love to see a future blog entry highlighting some of they key points of his talk at the itSMF eSymposium.
IBM Survey Results:
Financial Services IT Service Management Strong in an Uncertain Economy
Industry Solutions: Financial Services Sector Blog
By Mike Zelle, Market Segment Manager, Financial Services Sector - Tivoli Software, IBM
IBM conducted a global survey of CIOs and other IT investment owners during December 2008 and January 2009. In these ‘uncertain economic times’ the results are very interesting from a Financial Services IT point of view.
Key survey results
The current economic and market conditions these organizations face have had a significant negative impact on enterprise budgets. But IBM’s survey showed the opposite to be the case for IT budgets.
• The vast majority of IT decision makers (85 percent), in financial services and across all industries, reported budgets remaining flat or changing only slightly
• 9 percent of those in financial services reported significant budget reductions
• 21 percent indicated that they were increasing their investment in IT
• 6 percent of financial services organizations indicated they would be significantly increasing their IT budgets in response to current economic and market conditions.
IBM believes that these IT investments are continuing because these companies recognize that IT services can not only help the enterprise as a whole to operate more effectively and efficiently but also provide competitive advantage. These businesses have realized that just cutting costs within IT has limited business benefit and introduces unacceptable levels of risk to the entire organization that depends on the quality and reliability of IT services for efficiency, compliance, security and even competitive differentiation. If IT is 10 percent of the operational expense of a financial services business, cutting IT by 50 percent will yield only a 5 percent reduction in business operational expense, but will most likely unacceptably expose the other 90 percent of the business to significant new problems, risks and competitive disadvantage.
Financial services organizations were also disproportionately more likely than other industries to also expect IT to be an innovator, to research and recommend enterprise strategic objectives, to identify opportunities for innovation and to develop new business areas or services.
Financial Services IT priorities to support business requirements
The most commonly reported financial services priorities impacting IT investment plans were:
• Improving access to and leveraging customer information
• Improving efficiency / reducing costs of business activities
• Increasing customer retention.
Mandatory programs / projects that must take precedence:
• Compliance is a more pressing concern for financial services than it is for any other industry, with 88 percent of projects in this area continuing, expanding or being initiated.
• Systems management ranks as high as compliance, which is understandable given that the business infrastructure that is required to enable market survival for today's financial services company is increasingly an integrated digital platform of IT-enabled business services.
• These activities also explain why technology virtualization and storage consolidation, at 78 percent and 72 percent, are also high on the list, coming only after security. A scalable and manageable IT infrastructure is required to provide the resilient basis for quality services.
IT Service Management is the key priority
Smarter management of IT services is the top business-driven priority for IT. Service management builds on foundational capabilities—security, compliance, managing IT systems, and virtualizing and consolidating the physical infrastructure—that provide the basis for the reliable IT services required by the business.
Service management projects continued, expanded or initiated as a consequence of the economic and business environment was 68 percent—ahead of technology areas such as server deployment, mobility and network convergence.
Conclusion and recommendations
According to the results of the IBM study, IT leaders in the financial services industry are reprioritizing IT projects to focus on optimizing IT-enabled business processes. Accordingly, once they have met urgent requirements in areas such as compliance, systems management, virtualization/consolidation and security, they are investing in smarter management.
This business-driven approach to service management emphasizes the role IT services can play in improving the efficiency and effectiveness of the organization as a whole rather than on the type of cost-cutting within IT that can produce negative and unacceptable business risks.
The study results point to the following key recommendations:
• Improve the quality and reliability of IT services that process financial transactions, provide integrated access to and leverage customer information, improve customer loyalty and retention, enable workforce productivity and support compliance.
• Prioritize smarter ways of doing things through service management and technology consolidation.
• Revise measurements and reporting to provide more visibility to process performance, quality of service, outcome metrics, costs, and business value.
• Change the focus from technology and optimized subsystems to optimization of IT-enabled business activities. This includes building out the digital platform of the business and improving the ability to manage it as the new business infrastructure.
• Apply some investments to tactical quick wins—but also work toward eliminating service-quality inhibitors through longer-term strategic initiatives.
For more information:
• Whitepaper: IT service management in an uncertain economy: Resetting IT priorities in the financial services industry- ftp://ftp.software.ibm.com/common/ssi/sa/wh/n/tiw14033usen/TIW14033USEN_HR.PDF
• Pulse 2010 The Premier Service Management Event- http://www-01.ibm.com/software/tivoli/pulse/
February 21-24, 2010 MGM Grand, Las Vegas
Mike Zelle is the market segment manager for the financial services sector for Tivoli Software at IBM.
In response to: Lessons we might usefully learn from a good food court
Ivor, what a great read. We should send you to Hong Kong food courts more often! :) Love your lessons learned:
* Understand all the factors and concerns that affect your customers decisions and satisfaction
* Continual service improvement is for things that are working well – it isn’t just for things that are failing
* The level of your success in good times may not indicate how well you will do in bad times compared to others
* Collaborating with your competitors can sometimes make more sense than competing on everything.
Take advantage of this great opportunity to share your experiences with your peers, get feedback from the most influential industry experts and promote your organization by submitting an abstract to speak at Pulse 2010.
Accepted client speakers will have high profile exposure to over 5,000 industry experts, press and analysts. Approved client submissions will receive a full conference pass ($1,995 value) and admission to our on-site VIP client lounge. In addition, to your paper may be published in the Pulse 2010 proceedings.
I talked with Pete Marshall, the lead for the Pulse 2010 Hot Topics track, and he offered the following insights and suggestions on how to submit a winning proposal.
One definition of a hot topic, is something not covered at last years conference and something that might not be covered next year. We’re looking for breaking trends—a snapshot of the industry and challenges service management professionals are facing right now. Themes like cloud computing, or serving the real-time web are good examples. Security is a perennial issue that always presents new challenges: it’s a hot topic every year, but every year there’s something different at the forefront. Things in our industry keep evolving and in the Hot Topics track, we want to look at and share information and experiences about what is really happening in the bleeding edge of service management. Some possible topics include:
The Hot Topics track is aimed at business leaders, decision makers and strategists puzzling over things like how to integrate physical and digital assets, what process models to use, and what are the best approaches to managing in a rapidly changing business and IT environment. Pete said he would encourage anyone working to solve emerging challenges—industry experts who may have a wider purview across the industry and very specialized customers who have done these projects themselves--to submit an abstract so together, we can share best practices, insights and create effective solutions as we move into uncharted territory.
Pete described two key aspects of a winning proposal—relevance and real life experience.
Is the topic relevant to where the industry is today? Is it something new and ground breaking? If the answer to these questions is yes, your abstract is a good candidate for the Hot Topics track. Going back to the security example, an overview of security might not qualify as a hot topic, but some current trend or challenge in the security landscape most certainly would.
While there is always a place for theorizing, in the Hot Topic track, we are looking for people who have been there and done that. We want presenters to share how they have solved or are working to solve a challenge.
The benefits of participating as a speaker are huge. Speaking is a very different dynamic than just listening. Not only will you have the opportunity to share your experience and get feedback from your peers, you will receive a full conference pass and get to experience the conference in a deeper, more involved way.
Please visit the Pulse 2010 call for papers site and submit your proposal today.
Matt Holitza is managing the Pulse 2010 track--Change Management for Applications and Services. I talked with him about the kinds of proposals he would like to see and have included his comments below.What are some hot topics in the area of Change Management for Applications and Services?
We’re looking for presentations that show how consolidation of change management across development and operations can allow teams in both organizations to collaborate together to rapidly produce high quality products and services.
We’d also like to see stories about solutions that improve automation of application deployment to help support more rapid, less error-prone delivery of new applications.
In addition, we hope to include presentations that provide insights about application and service development. The Pulse audience will be primarily made up of operations professionals. The more we can educate and share information about development best practices, the easier it will be to build bridges with operations. We would like to see Pulse attendees go home and talk about how to improve alignment across development, test and operations to simplify the deployment of high-quality products, applications and services. What are the benefits of speaking at Pulse?
The benefits of speaking at Pulse are many. Sharing information with your peers is invaluable—not only will you enhance your profile with your fellow practitioners; you will also gain insights about changes processes and solutions that will help you more effectively react to customer needs and deliver better quality software. In addition, you will hear first hand how automation can help you improve the efficiency of team and speed time to market. You will also receive a full conference pass ($1,995 value).Who would make a good candidate?
We hope to hear from customers, partners, product managers, IBM Global Business Services, distinguished engineers, and anyone with cross product implementation stories. Presentations with documented benefits resonate well with our attendees.What kinds of products will be featured?
Some of the product pairings that will be highlighted in the Change Management for Applications and Services track include:
How can I learn more?
- Rational Asset Manager and Tivoli Change and Configuration Manager (CCMDB)
- Tivoli Service Request Management, Rational Team Concert, and Rational ClearQuest
- Rational Test Lab Manager, Tivoli Provisioning Manager, and Tivoli Application Dependency Discovery Manager
- Rational Build Forge, Tivoli Provisioning Manager, and Rational Automation Framework for WebSphere
Visit the Pulse 2010 Call for Papers
page to learn more about proposal requirements and how to submit your proposal.
Brian Bryson is the lead for Pulse 2010 track, Quality Management for Applications & Services. I talked with him to find out what kind of proposals he is hoping to see and I’ve included his comments below. Re: Content
Any type of content that addresses the federation or unification of development and operations teams would be great. We want to hear about what organizations have done to bridge the gap between these teams.
We believe there are great gains to be had in better aligning development, testing and operations i.e. better quality and faster delivery of new products and services, faster problem resolution and improved business flexibility. We’re interested in presentations that talk about:
- Product integrations and how to streamline the workflow between test inventory, discovery, and provisioning
- Tools and processes to accelerate testing--Development has depended more on manual processes while operations has been using automated tools and processes. We hope to see presentations that talk about how clients have automated or plan to automate processes in order to get software and services out faster, resolve problems faster and get operations to work better with development—anything that automates, improves, and accelerates the process from build and testing to running and managing applications.
- Technologies, strategies, tips and best practices that help development and operations work together to deliver services and resolve problems faster
This is the first time Rational has had significant presence at Pulse, so we’re looking for a broad array of development topics—case studies, tips and tricks, process and strategy, and overview presentations—that will help operations professionals better understand and appreciate the challenges of software and service development. This kind of understanding will help create tighter integration across teams which will result in faster repair and replacement cycles, higher quality services, and faster delivery time. Re: Who are good candidates for submitting abstracts?
We are looking for a good mixture of customer presentations. That’s our number one priority. The customers are living with and addressing the daily challenges of service delivery and upkeep and we would like to hear how they have tackled those challenges.
Business partners also are great candidates. They are out there working with the tools and forming the bridge between IBM and the customer. They have a great depth of experience and a unique perspective. We would like to hear more about the challenges they have addressed.
We would also like to hear from the developers behind the tools. This is a great opportunity to connect the customers with the people building the tools to share information and ideas that will help make the tools better.
Re: What makes a good presentation
What I think makes a great proposal is being able to say up front, “At the end of this presentation, the audience will walk away knowing this.”
A gold star presentation tells the before and after--here was our situation, here’s what didn’t work, here’s what we did, here are the measured net results. It wraps the story up with quantifiable proof i.e. it took two weeks less to produce a patch fix, or the cycle time for new applications was reduced by 20%.
A short, well structured presentation with a clearly stated purpose or exit criteria is what we’re looking for.
Re: Benefits of submitting an abstract for Pulse
Just being present in community of practitioners-- developers, partners, clients, people using the tools—is a huge benefit. Speaking invites collaboration. When you present, you get a seat at the table. It improves your stature in the community and you get feedback from your peers, industry experts and the developers behind the tools—and, as you all know, it never hurts to have the Email address for the guy who developed the tool you are using!Click here to submit your proposal
and plan to join us at Pulse 2010.
In response to: Selling Service Management is not Like Selling Insurance
Pete, great blog! While showing the advantages of service management, you're making me question my insurance policies. :)
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:
- New York Thursday, November 12
- Charlotte Monday, November 16
- Minneapolis Wednesday, November 18
- Phoenix Thursday, November 19
- Sacramento Tuesday, December 8
- Chicago Thursday, December 10
The facilitator, Ivor MacFarlane, is a globally recognized ITIL© expert, author and evangelist. Anyone who has ever heard him speak or read his blog
knows they are in for an incredibly informative, engaging and entertaining experience.
For more information on how to register for the IT Service Management Simulator in your area, email firstname.lastname@example.org. This is an experience you will not want to miss!
In response to: Industrialize and automate your service delivery with IBM cloud computing
Ria, thanks for sharing the announcement letter for IBM Cloudburst V1.2. I was looking for this to share on the IBM Service Management blog. :) http://ow.ly/B193
In response to: Wayne_Z_World
Congratulations on your inaugural System z blog, Wayne! Welcome to the blogging team.
In response to: Maximo Monday: Manufacturing Live Jam Coming Dec 1st
This is a really good line up of speakers! I'm posting this to the
IBM Service Management blog so others will hear about it and be
able to participate.
In response to: watching the weather
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!
In response to: My Predictions for the 2010's
Great blog, Pete. I'm anxious so see how accurate your predictions
are. I'll send you an invite for December 29, 2019 and we can
Have a great holiday.
In response to: The "Big" Questions at Pulse: Building a Smarter Planet
Great blog. I share your desire to engage in conversations about
the 'big questions' in order to find common ground and ways we can
work together to improve the quality of life for future
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.
In response to: Travel tips for Pulse 2010
Thanks for the travel tips, Tiffany! I packed my umbrella and am
looking forward to seeing you at Pulse tomorrow.
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.
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.
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. Press Kit for Pulse 2010:
this includes a video for smarter buildings and facilities with the Venetian Resort-Hotel-Casino, as well as "Galveston National Labs Employs IBM Software to Help Fight Infectious Disease
" and "Tennessee Valley Authority Goes Live With IBM Software To Streamline Fleet Operations
Todd Watson has full coverage of the press conference
which includes some additional details on these and other products]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
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. Storage Software for Data Centers
In addition to a brand spanking new information retention solution, IBM Information Archive
(see the wiki
), IBM also announced new versions of the popular Tivoli Storage Manager
, Tivoli Storage Manager Fastback and Tivoli Storage Manager Fastback for Workstations
. The links above are to the announcement letters for all of these products unless otherwise noted. 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)