Business and operational audiences often lack the visibility they need to more effectively manage their business objectives. They frequently have an obscured view of their business and IT assets and how they come together to support services. In addition, processes and workflow are often disconnected across organizational boundaries.
The result is lost opportunities and an inability to meet or exceed critical business objectives. If you cannot see your assets, and their relationship to the service you are delivering, you cannot respond quickly to new opportunities or to problems when they arise. The lack of adequate governance across asset types (business & IT, People, Information) leads to unnecessary risk and an inability to effectively meet compliance and audit requirements. Further, if you cannot manage assets effectively across organizational boundaries, it’s difficult to lower the return on those assets, information and people and effectively manage operational expense.
IBM service management provides targeted real-time business, compliance, and operational dashboards.
Business dashboards display service performance in a business context showing KPIs that include transactions, customer activity, and other key metrics. Dashboards pull information from both business sources and IT sources, then connect and display the information to show not only how IT is performing but how that performance is impacting these key services.
In addition, operational dashboards show the technical status of business services and the supporting infrastructure. These dashboards can be used to visualize emerging technical problems, and business impact—in many cases, prior to customers even becoming aware that a problem exists.
Subsequently, they can isolate service root cause, identify problem owners and guide them through resolution.
See the results of improved visibility. Watch this video to find out how Star Technology used IBM Service Management to manage and monitor their IT systems—servers and network—and their non-IT systems—air conditioning units, UPS, chillers, interfacing with their building management system for alerts.