In Ivor Macfarlane's most recent article, he (rightfully) points out that we should look beyond cost to improve service management. Cost used to be the major (if not only) factor in making IT decisions, but it isn't any more, especially when it comes to service management. IT services deliver a lot more than economic savings. They create new possibilities, generate new business advantages, empower new services and strategies, connect organizations with new customers and markets, and much more.
Ivor explains it much more eloquently than I, but here are a few things I took away from his article:
The concept of "cost" as a way of assessing IT services should transform to "value," which is fundamental to ITIL at its core. Take these definitions straight from ITIL:
"A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific cost and risks."
"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services."
Instead of talking about TCO (Total Costs of Ownership), we should talk about CCO (Complete Consequences of Operation). As IT services become more and more pervasive, the consequences of problematic IT service management become more and more significant.
There are other factors that should be considered as well,such as energy management/sustainability, public relations, human resource allocation and more.
In a nutshell, IT service management should address costs, value, consequences and benefits. Definitely food for thought. (Perhaps Curry in a Hurry?)
And just what are Proven Practice Workshops? First of all, they're new to Pulse 2011 - reason enough to check them out. Second, in these workshops, you'll hear from leading Tivoli Services experts about their proven implementation best practices and guidance. Tivoli Services will lead 5 of these dynamic workshops:
Business Service Management
Integrated Service Management
Each workshop will provide real-world value, including best practices, reference architectures, solution optimization, cross-domain integration, effective rollout strategies and common myths and pitfalls. For hands-on, practical information on how to get better ROI from the infrastructure, it's hard to beat the Proven Practice Workshops at Pulse 2011. Learn more about these workshops in the article Pulse 2011: Proven Practice Workshops Maximize ROI.
Special Interest Areas
Pulse 2011 will deliver more information, in more ways, on more relevant subjects, than ever before. With such a rich array of information to choose from, some of you may be wondering: "How can I zero in on exactly the right sessions for me?"
Pulse has got this solved through Special Interest Areas, of which there are seven:
Best practices and implementation
Once you've registered for Pulse, you can begin using IBM's Pulse SmartSite to build your personalized agenda. From the Agenda Builder section, you can search for relevant sessions in several different ways—one of which is by Special Interest Area. You can see below the Virtualization Special Interest area:
The secret's out...there's something coming to Vegas on Sunday, February 27th that you just don't want to miss!
And what could that something be? Hint: It's not the latest incarnation of the Red Piano show. But for those of you interested in how to apply service management concepts in the real world, it's even better....it's the Integrated Service Management Workshop (Cloud Version) at Pulse 2011!
Yes, Las Vegas is know for it's gaming, and the Service Management Simulator Workshop could turn out to be a game changer for you and your company! The Integrated Service Management Simulator Workshop is a hands-on simulation game which focuses on the challenges and business value of implementing Service Management best practices in the context of a realistic and exhilarating scenario. During the session, participants use gaming dynamics to mirror the real-world interaction between IT and the business, from both a strategic and operational perspective. Over the course of a few hours, you'll experience a transformation from chaos to order - in the context of a complex technical infrastructure - and learn what it takes to align key IT infrastructure resources to deliver on mission in measurable terms.
Note that seating is absolutely limited to 20 participants - seats will be filled on a first respond/first serve basis. Don't wait - reserve your spot by sending an email to firstname.lastname@example.org.
It probably goes without saying, but service management means different things in different industries: Service management can help banks improve customer service, drive business model efficiency and manage operational risk. Service management can help government agencies reduce complexity and waste and deliver services more effectively to the citizens who rely on them. And communications service providers need innovative service management solutions to address the limits of the backbone, a highly competitive environment and customer loyalty.
The list goes on, but in all cases, rendering better service management in any given industry means weighing and balancing different complexities—as well as the leading solutions and strategies best suited to address them.
Pulse 2011 provides the perfect venue for you to not only learn about service management for your industry - but to actually see it. And seeing is believing, after all. The Pulse Expo Center will offer demos in groups, designed to explore the most pressing needs service management professionals face in six different industries:
Intelligent Site Operations
Communications Service Providers
Smarter Energy & Utilities
Integrated Service Management for Banking/Insurance
In addition to these clusters of industry demos, you'll also have access to industry-centric demos taking place elsewhere in the event. Not to mention tons of industry-specific sessions and activities - Check out the Pulse 2011 Sample Agenda Builder and see for yourself. Choose "Search by Industry" and select your industry.
Ok, so I'm not really a Luddite in the original sense of the word...but I fully admit that I prefer handwritten notes to emails and texts, hardcover books to paperback or eBooks, buying the full CD (AKA the album to us old-timers) rather than downloading a single tune...and just don't get me started on the term "my bad..."
Being a Ramblin' Wreck from Georgia Tech, a Computer Science major and working for a technology company, I can assure you that I appreciate innovation and the value that technology brings to the the world as much as anyone, perhaps even more. I had one of the first Sony Discman CD players, my husband and I were very early adopters of satellite TV, I use an insulin pump to manage my diabetes and, of course, I have an iPhone. But sometimes I need to sit back and think about what all this really means...and thinking about it NOT in terms of the technology itself, but in terms of everyday life makes me appreciate it even more.
Which is why I am truly excited about - and looking forward to future installations - of the Service Management in Action feature articles by Ivor Macfarlane, our resident Service Management expert/evangelist/all around good guy. Check out his first article...Real-World Service Management: Ivor Macfarlane on Service Management Dynamics and see what I mean. In this article, Ivor uses a food court in Hong Kong to show how service management is everywhere, not just in the IT department, and it isn't something you do and forget about. It requires ongoing optimization over time—a continuous re-evaluation and improvement of the customer experience.
Hmmm...makes perfect sense to me. I think we all know this instinctively, but hearing it explained in this context, the light bulbs start going off. (Not to mention that I've had a wild craving for curry lately)!
Ivor will be contributing his perspective, insights and experiences from the real world to Service Management in Action on a regular basis...to help you understand what service management truly means and how it can ultimately help you get a better business outcome—and a better experience for your customers. Stay tuned for more!
Signing off for now, Your friendly roving Integrated Service Management Reporter
P.S. I learned what the word "Luddite" meant only this year, after hearing my favorite British singer refer to himself as such during an interview. And when my favorite British IT Service Management expert used the word in conversation recently, I figured I must use it, too! ;-)
Unless you've been hiding under a rock the last couple of months, you know that Pulse 2011 is coming to Las Vegas February 27-March 2, 2011. And you know that the Premier Service Management Event will bring together 6000 attendees, focusing on the best practices, solutions and expertise needed to help organizations design, deliver and manage new, innovative business services.
Do you also know that Pulse 2011 promises to be bigger, better and more informative yet? With two days of general session keynotes and over 350 client sessions, Pulse 2011 will demonstrate how Integrated Service Management can help organizations design, deliver, and manage innovative services across business and IT boundaries. The event's five streams have carefully been designed to reflect the ongoing evolution of service management over the last year: Service Management for the Data Center, Enterprise Asset Management, Service Assurance for Service Providers, Security and Compliance and Service Management Beyond the Data Center. Learn more about the Pulse agenda by reading the article Pulse 2011: A Wealth of Service Management Insights.
Pulse 2011 provides unlimited opportunities to hear from industry experts and network with attendees to gain the techniques and insight you need to optimize your service management strategy. Get maximum value from your Pulse 2011 experience by participating in the following additional attractions:
Birds of a Feather Sessions
Business Partner Café
Business Partner Summit
Client hospitality lounge in the Solution Expo
Service Management Simulator
Meet the Experts
Pulse Expo Theaters
User Community Networking Area
Women's Networking Reception
Post Conference Sessions and Workshops
So, lest I leave you with a bland blog post...If you're a service management sage, it's thyme for you to submit your proposal to speak at Pulse. Call for speakers ends November 23rd.
You must(ard) register before December 1st to take advantage of the early bird registration rate.
Be sure to pepper your agenda with sessions that not only interest you but benefit your organization.
And remember, Pulse is held in Las Vegas, where it's sure not to be chili in February.
You'll curry the favor of your colleagues and bosses when you bring back so much service management knowledge and best practices.
Your attendance at Pulse 2011 is, therefore, mint to be.
(I know, these spice puns were bad beyond bay leaf. Ba-dum-bum...my brother would be so proud).
Signing off for now, Your friendly roving Integrated Service Management reporter
I forget how this project got started, but when I heard about it I was pretty excited.
This trailer is the perfect setup to talk about Integrated Service Management. It drives home our message around Visibility. Control. Automation.™ and uses several real industry examples including Healthcare, Financial Services and Travel.
The real power of the trailer is that it gives the necessary time to explain Integrated Service Management and drive home its value. (it's short, promise)
Innovation happens with Integrated Service Management, and this trailer shows you how IBM can assist you in getting there.
Click on the link below to watch. And I promise, this is 100% safe for work (SFW).
Pulse will return to the MGM Grand in Las Vegas February 27 through March 2, 2011, and over 300 client presentations will demonstrate how Integrated Service Management helped their organizations gain an end-to-end view of business services across boundaries to effectively manage risk and compliance, change the economics of delivering service and achieve common business objectives.
Will you be one of those 300? You should be!
Businesses in every industry can transform business models, increase innovation and exceed client expectations through integrated service management, and what better way to learn than through example? Share your company's story - and leadership - with your peers at Pulse 2011!
"You are never going to get past the complexity and risk you deal with on a daily basis, unless you are driving and enabling change. Someone needs to be the thought leader - and that someone is you!" - Al Zollar, Tivoli General Manager
And here's some of the benefits you'll receive if your proposal is accepted:
One full conference pass - a $1995 value!*
Use of our exclusive Client Speaker VIP Lounge
Networking opportunities with over 6000 industry experts, press, and analysts
A profile of your success story in the Pulse online agenda builder
EAM papers are eligible for the Maximo® Best Practices Award
To top it off, the first 50 clients to submit a proposal will receive a FREE hotel upgrade to a Celebrity Spa Suite at the MGM Grand if their proposal is accepted. (*Qualifying clients must pay the basic room rate)
For us Americans, 4,000 km of track is about 2,485 miles. Which, as the crow flies*, is roughly the distance from New York city to San Francisco.
The thing that excites me about what KiwiRail is doing is that the management has an analytics portion to it with our Cognos business analytics software.
One of my previous roles at IBM was working on Business Intelligence marketing and I got to know the space pretty well. In talking with so many of our customers, it was the analytics that contributed to their ability to innovate and save time, money and reduce risk.
The combination of GBS services, Maximo software and Cognos for KiwiRail is going to be a huge win for the entire population of New Zealand considering how much of their economy is based on rail transport.
The take away here for our non-rail customers is to look at the Smarter Planet solutions that match your industry.
We cover a lot of ground with KiwiRail and their requirements. If we can do that for them, what can we do for you?
IBM is striving to develop solutions based around your industry and provide things, like Integrated Service Management in this case, to match your business objectives and help you achieve success in your industry.
The average IT infrastructure is a lot like Stonehenge.
Few people can tell you when it was built.
Even fewer people can explain exactly what it's function is.
But everybody agrees that it is immovable.
That sucker is not going anywhere. Comedian Eddie Izzard has a bit about how the Druids flippantly ask the henge builders, "That stone and this stone. Can we swap them around?"
Outside of its original (and intended use), the immovable structure of Stonehenge makes for a great tourist attraction; but that's about it.
The immovable architecture severely limits its functionality.
Fast forward to today. The head Druid (or your CEO...depends on where you work, I suppose) asks you, "This workload and that workload. Can we swap them around?"
Is your infrastructure a Stonehenge? Or is it a Virtualized henge?
Horrible pun aside, I'm serious. Can you move those workloads around? Can you automate business priorities? How agile is your infrastructure?
Take a moment to think about that. Is innovating your business a button punching task, or is it rolling rocks across the highlands?
Virtualization is a key technology enabler for Integrated Service Management and it's something IBM has a long and successful track record implementing with our customers.
I've been working with IBM products that have utilized Virtualization of some sort going all the way back to LPAR with the p630, and this video is one of the best things I've seen on communicating IBM's value with Virtualization.
Take the eight minutes to watch it and post comments below or reach out to your IBM sales rep and/or Business Partner (use the Business Partner Locator) and ask them to sit down and talk about it with you.
Last week, IBM made an historic announcement with the introduction of the highly anticipated zEnterprise - a first of a kind technology representing a new dimension in computing. zEnterprise integrates IBM's leading technologies to dramatically improve the productivity of today's multi-architecture data centers and tomorrow's private clouds. Truly, a smarter system for a smarter data center.
Smarter data centers also require smarter software. With this announcement, IBM delivers both in a way that will revolutionize the industry. And when you consider the potential of zEnterprise to act as a platform for service management, things get really interesting. To that end, IBM unveiled 4 new service management offerings for zEnterprise (draw the curtains and drum roll, please):
IBM Tivoli Application Management for zEnterprise
IBM Tivoli Application Resilience for zEnterprise
IBM Asset and Financial Management for zEnteprise
IBM Security for zEnterprise
These offerings provide a central hub - a single point of control - to oversee and govern IT services that are cross-domain, cross-OS, cross-application, cross-resource and cross-service - across the organization.
If you've never visited the ISM Library - or you haven't visited in a while - you should. It's a great resource for helping your organization accelerate the move to integrated service management and has recently been renovated. Consider it your "one-stop shop" for IBM and 3rd party accelerators.
So...what's an accelerator, you might ask? Well, to put it simply, an accelerator is a capability - an agent, adapter, connector, reporting, toolkit or perhaps even documentation - that can accelerate the implementation/delivery of service management. For example, there's the Delivery Agent for Maximo, which uses your Lotus Notes or Exchange email system as the delivery engine to send and manage Maximo approval requests. Or the Change and Configuration Management Database Integration with WebSphere Service Registry and Repository, which provides the ability to manage services across lifecycles. And ImageWare's Card Management System (CMS) is an enterprise solution for the printing, encoding and life-cycle management of secure credentials, including biometrically enabled smart cards. There are over 1800 accelerators in the library across products and industries.
You can save time and money by using accelerators. One cell phone provider has used some 60 Netcool integrations already - that's smart!
As businesses and governments continue to develop and design products and services that are increasingly interconnected, IBM is working with clients to help them build the competencies to manage these products in smarter ways. This week at Innovate, the Tivoli and Rational teams, delivered several sessions to the agenda that demonstrated to the software developers, clients, and business partners how to design develop, deploy an manage smarter products by linking development and operations using Cloud technology. I was thrilled to see the level of interest and enthusiasm from the audience for Integrated Service Management. Many of the sessions were standing room only, including the track kickoff, which had to be moved to a larger room! Sessions that were not SRO were also very popular with nearly full rooms.
We were lucky to capture Bala Rajararaman, Tivoli Distinguished Engineer and Top Gremlin-Buster, along with Moe Abdula from Tivoli Development, who shared their passion for Smarter Products and Services by integrating the tools, processes and data of development and operations.
Are you familiar with identity theft? If you are, then you probably know how easy the internet makes it possible. But now it's easier to write a happy ending to the old gum shoe caper. Except now the gum shoe is replaced with Integrated Service Management.
If you are at Innovate, come hear Venkat Raghavan, Director of Security Development Tivoli-ISS Software, at 1:45 today deliver his presentation entitled "Why Criminals Target Web Application and How Can You Build a Multifaceted Response."
In the meantime, here's what Jamie Thomas, VP of Tivoli Strategy and Development had to say when I ran into her at Innovate.