Cloud & Service Management blog
Shradha Pradhan 270003G608 firstname.lastname@example.org Tags:  integrated-service-manage... tivoli client-reference-program client-reference healthcare 2,181 Visits
‘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 capability for healthcare “enables foundational capabilities of visibility, control, and automation that help organizations drive towards improved safety and quality of care, process efficiency, and patient and member satisfaction.”
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.
PS: You may also like to browse through:
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  ivor service-management itil itsmf ibm itsm service 2,160 Visits
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
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, Visible 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 work.
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 reality.
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.
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  simulation ibm ivor itsm tivoli itil itsmf 2,150 Visits
I delivered an SM simulation for a client in the middle of a tropical paradise in
Well, like 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
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 a calculated 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
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?
Noah Kuttler 110000SVNJ email@example.com Tags:  convoy innovate integrated-service-manage... ism 2,088 Visits
Image by selbst [Public domain], via Wikimedia Commons
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:
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.
10-4, good buddy!
*as always, sessions are still available for replay on the Pulse Content Portal.
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  ivor itil itsmf service-management itsmfi ibm ipesc 2,046 Visits
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 AGMs.
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 this is.
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
So what I spoke about in
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.
Noah Kuttler 110000SVNJ firstname.lastname@example.org Tags:  ism impact ibmimpact integrated-service-manage... 2,029 Visits
So, Pulse 2011 is in the rearview mirror* and next up is IBM Impact 2011.
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 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:
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:
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.
Follow The Conversation
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.
One More Thing
This is specific to WebSphere developers: I recommend you check out the WebSphere UnConference for Developers being put together by RedMonk's James Governor, Michael Coté, and Stephen O’Grady (see Shaku's blog post: Meet RedMonk at the WebSphere Unconference for Developers).
Michael Cote has an excellent podcast (of which, I was guest) and he and all the RedMonk analysts put together such amazing material that if you're there - you gotta go and attend this.
Details are on the RedMonk blog. And if you go, say hello to them for me.
(note: RedMonk is one of IBM's clients)
*don't forget, the sessions are always available on the Pulse Content Portal
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  itsmf ivor service-management itil ibm 1,872 Visits
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
For all its economic challenges it is good
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
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 practicality.
 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.
Noah Kuttler 110000SVNJ email@example.com Tags:  ism simulator integrated-service-manage... 1,799 Visits
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).
Noah Kuttler 110000SVNJ firstname.lastname@example.org Tags:  impact integrated-service-manage... ism 1,625 Visits
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.
These are in addition to the announcements made at Pulse in February (see "Pulse 2011: Tuesday Wrap Up").
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.