Your friendly roving Integrated Service Management Reporter
Cloud & Service Management blog
Kimberlee Kemble 120000GMAV KEMBLE@US.IBM.COM Tags:  ivor-macfarlane service-management ism real-world-service-manage... integrated-service-manage... ivor 1,325 Visits
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..."
Your friendly roving Integrated Service Management Reporter
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  ivor itsmf itil service-management 1,339 Visits
I’ve done a few talks to camera recently – interviews at the itSMF Spain conference and a mock programme at the UK. The UK thought I was perfect for ‘Antiques Roadshow’ and I have to admit I fit the title’s parameters. I watched the people using modern video equipment and it did make me feel old. Nearly 40 years ago I was editor of the student TV society at University and I was recalling how many of us it took to deliver 30 minutes worth of black & white programme onto 2 inch wide reel-to-reel video tape. It seems all but unbelievable watching the kids now (the age I was then) record it in perfectly balanced colour on something the size of a small book – when our kit weighed more than the library. But the whole situation is another example of getting focused on the changes and missing what stays the same.
While the television technology has changed beyond recognition, the basics of interviewing haven’t. So hopefully I helped by trying to follow those basic rules for an interviewee – ignore the camera, keep talking, try to say something interesting. You can judge for yourself at http://www.best-management-practice.tv/best-management-practice-at-the-itsmf-uk-conference-2010. (Actually if you are sad enough to be interested in the earlier ITIL days, I shall be writing an article on that next year.)
So, this TV stuff is like most services these days – the technology bit keeps changing, using new ideas – basically becoming far more complex to understand whilst at the same time becoming ever easier to use. That means customer expectations keep increasing (you don’t find many people content with black & white TV any more) but at the real core, the prime deliverables remain the same. We might talk more and more about plasma vs LCD, 3D, surround sound, HD and all the rest; but the real satisfaction comes from watching people be clever, funny, informative etc in a way that holds our attention and entertains us.
And there is the heart of most of what I have been talking about at conferences for the past few years. It is easy to measure things like pixels and screen size and the number of channels and hours of programming available, but so much harder to measure what we actually want from a TV service.
Keeping that old television link, last week was the 30th anniversary of John Lennon’s murder: a sad time for anyone of my age and background. So I found myself watching old clips of Lennon on a programme recalling his life. Now the man was clearly an extremist with impossible dreams – and I may well return to my belief that we need some extremists to make the majority move at all, but that’s another blog. One of his lines, though, did trigger the realisation that this need for real measurement isn’t a new idea. He was ranting about governments (as usual) and said “If anybody can put on paper what our government, and the American government etc., and the Russian, Chinese, what they are actually trying to do, you know, and what they think they're doing, I'd be very pleased to know what they think they're doing”. Now he followed that with “I think they're all insane!” which perhaps is more about presumed results than objective measurement, but nonetheless the basic concept is interesting.
We want to know what is at the heart of our and others’ behaviour but it is very difficult to express that. It is hard even to ask sometimes in a way that doesn’t sound as if you have failed to pick up the social or business norms; because often we just presume there is a reason and take the usual comfort in things ‘that have always been done like that’. Maybe it is just easier to hide behind the numbers and the detail of how you are doing things rather than making it all that clear what it is you are trying to do, why you are doing it or even who you think you are doing it for.
One last seasonal example maybe, since it is mid-December as I write this. Many of us will get back to work in January to be greeted by the question ‘Did you have a good Christmas?’ For those who did, you will know without recourse to precise measurements – it isn’t based on the number of presents you received, how many carols you sang or how much turkey you ate. Unless the biggest fun you have is skiing, it probably won’t have mattered that much if it snowed. But if you had a good Christmas then you will know – but my, isn’t it hard to set genuinely accurate measures beforehand?
And what can we learn from that, or at least set out to do better? Maybe if we are buying or delivering any kind of service we should at least try to be aware of – if not the ultimate – then at least a higher level goal. And don’t be surprised or disappointed if your expensive new TV might not affect the entertainment value, although it will help you see the ball better in the cricket, and that might be an important factor. And at work, a new finance package won’t make your profit margins higher – but it might tell you faster what they are, and perhaps that makes an important difference. Just be sure that’s important enough for what it is costing you, and that you know the knock-on effect onto the higher level measure.
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  itsmf service-management itil ivor 1,438 Visits
I am writing this on a plane back to England from Madrid, at the end of a pretty hectic few weeks that involved speaking at five itSMF events in five different countries – from Finland to Spain. There has to be a good joke somewhere in a run of 5 events that started with the Finnish – but I’ll let you work that that one out for yourselves.
Noah Kuttler 110000SVNJ firstname.lastname@example.org Tags:  service-management integrated-service-manage... 1,147 Visits
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).
* the title to this post is a nod ot the late/great Don LaFontaine and his signature introduction to action trailers with the phrase, "In a world..."*
When did my calendar start looking like a game of Jenga?
Ugh. The good news is tomorrow is Friday. Things tend to taper off on Fridays and Friday afternoons are the perfect time to "disappear" and block out some time to work on miscellaneous projects.
So here's what I was thinking.
Tomorrow afternoon: go and get a nice lunch and think about a proposal for Pulse 2011.
The call for papers opens on September 22nd, so now is the perfect time to get ready.
We are looking for speakers, like you, to talk about your experiences in implementing service management.
Jennifer Dennis wrote an excellent post with all the details ("Pulse 2011 Call for Speakers - Opens 9/22 @ ibm.com/pulse!") on the Pulse blog.
The best part is that if you are selected to speak, you get a full conference pass ($1,995 value) not to mention the recognition of your peers (whom you'll be interacting with at the event) as well as a great resume builder.
What do you think? Not a bad way to spend a Friday afternoon!
I speak for everyone on the team when I say that we look forward to what you put together.
PS Obviously, you're not just limited to doing this on Friday. Every day is a good day to work on your abstract :-)
Noah Kuttler 110000SVNJ email@example.com Tags:  integrated-service-manage... service-management stonehenge virtualization 1,394 Visits
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.
Kimberlee Kemble 120000GMAV KEMBLE@US.IBM.COM Tags:  system-z ibm integrated-service-manage... zenterprise service-management 1,665 Visits
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.
Noah Kuttler 110000SVNJ firstname.lastname@example.org Tags:  netcool service-management tivoli 1 Comment 1,993 Visits
New York reached 100 ºF yesterday and it is currently 91 ºF down here in Austin.
Which is why "inside" inside is the place to be.
And while you're inside, you might want to be sure to watch the newest on-demand webcast "IBM Service Management Jam- Long Term Evolution."
Here's the abstract on the webcast:
Kimberlee Kemble 120000GMAV KEMBLE@US.IBM.COM Tags:  ism-library service-management integrated-service-manage... accelerators 1 Comment 2,763 Visits
A rose by any other name...OPAL (the Open Process Automation Library) is now the Integrated Service Management Library, and you're invited to the grand reopening!
Your friendly roving Integrated Service Management reporter
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  #ibminnovate security security-by-design service-management 1,362 Visits
IBM just introduced new software and services to help build security into the design of new applications instead of adding it later as an afterthought.
New technologies like cloud computing and virtualization are making organizations more efficient and competitive. These new technologies are also adding increased complexity and risk forcing businesses to find new ways to deal with compliance, risk management and data protection.
The new security software and services announced by
These new offerings help organizations ensure their infrastructure organizations lower cost, reduce risk, and ensure their infrastructures are secure by design. For more information about these new security offerings from
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  asset-management service-management facilities-management 1 Comment 2,151 Visits
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  service-management service_delivery integrated_service_manage... 1,062 Visits
We’ve been talking a lot at
Increasingly, physical assets are being transformed into smart, digitally-aware assets that can receive and emit data and connect with one another, allowing people, systems and objects to communicate and interact in entirely new ways. The ability to interconnect smarter products and information technology is making it possible for industries to deliver new, innovative services to customers—smarter services which fundamentally change the economics of delivery services.
For example, smarter energy services leverage new smart meter technology to better manage energy distribution across the grid. Smarter energy service has resulted in a 14% reduction in CO2 power plant emissions and reduced homeowner costs up to 10%. Smarter traffic service leverages smart tolls and communication systems to better manage traffic flow, resulting in 20% less traffic, a 12% drop in emissions.
Underpinning these smart business services is a Service Delivery Chain that must be aligned and integrated across processes, roles, and assets.
Integrated Service Management provides a holistic approach to designing, managing and delivering smart services. It connects processes, roles and assets together making everything occur in a seamless flow- A customer places an order, the system checks inventory, delivery gets scheduled, inventory is replenished; to quickly pulling together and making sense out of any kind of information and data;. to finding and fixing complex problems with little or no human help; to making collaboration a fundamental part of how work is done; to creating an infrastructure that helps reduce costs, improve service and manage risks.
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  service-management cloud cloud-computing 1,409 Visits
In the interview, Judith talks about how customers are looking at both internal and external clouds as a way to optimize their use of IT technology from a real business perspective.
One of the initial areas customers are looking at implementing Cloud is test and development. Rather than investing in new servers and tools, it makes economic sense to use a Cloud infrastructure for pilots. Plus when you give developers temporary resources, you often don't get them back!
Check out this podcast to hear more of Judith Hurwitz's thoughts on Cloud computing.
Judith Hurwitz on Cloud
Noah Kuttler 110000SVNJ email@example.com Tags:  maximo healthcare service-management asset-management pulse2010 integrated-service-manage... 1,512 Visits
At Pulse 2010, my friend Cathy and her team put together an awesome little video demonstration of their new real time asset location solution for the Healthcare industry. The solution uses Maximo software to monitor and manage patients, staff and physical assets in a hospital. Check it out:
Noah Kuttler 110000SVNJ firstname.lastname@example.org Tags:  pulse2010 integrated-service-manage... service-management 1,496 Visits
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." [Update: 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.
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)