In response to: Travel tips for Pulse 2010Thanks for the travel tips, Tiffany! I packed my umbrella and am looking forward to seeing you at Pulse tomorrow.
Cloud & Service Management blog
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  software pulse tips ibm pulse2010 travel smarter-systems rational ibmpulse tivoli service-management 990 Visits
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  service-management ibmpulse pulse pulse-2010 1,524 Visits
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.
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  conference discussion linkedin service-management pulse2010 event systems sustainability management questions green infrastructure gore environment ibmpulse dynamic-infrastructure tivoli smarter-planet social-media pulse rational 1,128 Visits
In response to: The "Big" Questions at Pulse: Building a Smarter PlanetGreat 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 generations.
In response to: My Predictions for the 2010'sGreat 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 discuss!
Have a great holiday.
In response to: watching the weatherVery 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!
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  manufacturing service-management tivoli maximo asset-management eam 845 Visits
In response to: Maximo Monday: Manufacturing Live Jam Coming Dec 1stThis 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: Wayne_Z_WorldCongratulations on your inaugural System z blog, Wayne! Welcome to the blogging team.
Tiffany Winman 12000065XB email@example.com Tags:  systems smart servive-management cloud ibm management cloudcomputing ibmcloud cloudburst dynamic business service tivoli smarter-cloud infrastructure ibmontwitter cloud-computing 1,160 Visits
Tired of listening to presentations and sales pitches? Want a more hands-on service management experience?
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:
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: Selling Service Management is not Like Selling InsurancePete, great blog! While showing the advantages of service management, you're making me question my insurance policies. :)
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  pulse_2010 tivoli rational service_management 904 Visits
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.
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:
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.
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?
Visit the Pulse 2010 Call for Papers page to learn more about proposal requirements and how to submit your proposal.
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  pulse service_management 2 Comments 1,855 Visits
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.
Tiffany Winman 12000065XB email@example.com Tags:  gts service-management customer-perception ibm service-quality 788 Visits
In response to: Lessons we might usefully learn from a good food courtIvor, 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.
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  financial-services service-management industry-soltuions 2 Comments 1,308 Visits
IBM Survey Results:
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
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
IT Service Management is the key priority
Conclusion and recommendations
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:
For more information:
Mike Zelle is the market segment manager for the financial services sector for Tivoli Software at IBM.