I am just back from a week working in Tokyo. For someone who
writes as much as I do about the need to understand customer culture and how
that affects expectations, it is always a good lesson to visit Japan, where the
culture is about as different (from where I normally work) as you get within
the service management world. (Of course culture does get even more different in,
say, certain Amazonian tribes or a primary school playground, but with little
formal ITIL adoption there as yet, Tokyo
is my extreme of difference.)
Although the shadow of the tsunami and very
real loss to the community endures, the human spirit carries on and people
still laugh and enjoy life. One of the pleasant surprises is how universal
humour can be. It is also easy to forget how quickly people’s behaviour adapts
and copies from those around them. You really only notice the extent to which
you adapt when you get back home. For example it took me a while to stop bowing
to people and also to stop smiling at people in the street, restaurants etc –
or certainly to stop expecting them to smile back.
I also got used to things that I would
expect not to cope with easily. Specifically after the first day or so I was no
longer bothered by how much my room on the 16th floor shook when one
of the steady stream of aftershocks wobbled Tokyo. That reminded me of how worryingly
quickly I had got used to seeing young men with machine gums patrolling the
streets while working in Belfast
in 1992. Seems we absorb new technology just as quickly, and it takes very
little time for what seemed new and so different to become everyday life.
People as old as me can remember life without a mobile phone, but already I
find it hard to recall how it felt to be out of contact whenever out of the house or office, let alone that it didn’t bother me to be unreachable.
But coping without things you have got used
to does happen – and it is clear there are some very direct lessons for service
management in Tokyo
today. Obviously in the light of their unfortunate experience and need for disaster
recovery and business continuity they are well placed to be the source of most
of the case studies for the next few years. It may well be a long time before
even the immediate effects stop being so visible – there is an obligation for a
15% reduction in electricity consumption that looks set to last a long while.
That kind of thing has so many knock-on effects you quickly realise how
dependent we are on technology. Not only because it is a shock to go back to
old ways – and waving a fan may be an ancient Japanese tradition but it much less
effective than air conditioning; but because we depend on so much that cannot
function without the technological infrastructure. The power reduction of 15%
has to applied carefully, because so many things – like data centre power –
must be maintained. So the power for things that drive mere comfort is hit very
hard – very little cooling in offices and, for example, my hotel had turned off
That made me think of just how complex our
everyday infrastructures have become, with so much more than electricity on our
critical list. It perhaps should be acompulsory occasional exercise to think through just how many things we
presume will be available – not just the obvious (utilities, access, people etc).
I am sure we would all be surprised at some of the things we tacitly depend on –
and equally sure there are good stories to be told about some of them – any offers?.
Increasingly, physical assets are being transformed into digitally aware, smart assets that can receive and emit data and connect with one another, allowing people, systems and objects to communicate and interact with each other in entirely new ways creating opportunities for smarter, differentiated services and products.
As the world becomes more intelligent, instrumented and interconnected, designing and delivering the systems and application software for innovative new products and services becomes more and more complex.
For example, today’s cars contain a 100 million lines of code that are connected to the dealer, to a smart traffic system, to an insurance provider, and to a smartphone, which alone could run 100,000s of new applications.
The complexity of these systems of systems has exploded overnight as every single service and interaction between the multiple systems needs to be managed, monitored, and maintained across the entire service lifecycle.
Current models of design, development, operations, and deployment do not scale and are not cost effective. In addition, there is a huge gap between design, delivery, and operations, inhibiting the efficient delivery of services.
Both development and operations see a number of challenges in their IT and product delivery organizations:
70% of budget locked in maintenance
50% of applications rolled back
30% of project costs due to rework
85% of computing capacity idling
Integrated Service Management—which includes Rational and Tivoli software--helps bridge the gap between software development and operations teams. It provides integration of data and workflows across architecture, development, testing and operations software. It integrates best practices including ITIL and IBM assets for SOA, Development and IT Operations to accelerate time to value. Integrated Service Management helps organizations:
Identify required changes and resolve customer issues in less time
Reduce system downtime and repair costs
Limit risk exposure by providing better visibility to change impact
Featured products include: Federated asset management.IBM Rational Asset Manager helps architects and operations with fast problem resolution as the single catalog of known software assets, such as patterns, past change requests, and in-production services and products. Federation with IBM Tivoli Change and Configuration Management Database simplifies deployment with automated synchronization and reduces data duplication, allowing only secure proven assets and services into production environments.
Lifecycle process automation. Accelerate the development, test, and deployment cycles; reduce operational risk; and improve audit posture. Rational Asset Manager catalogs templates and deployment reference architectures tailored by industry, which invoke the build-test-deploy workflows resulting in greater consistency, predictability, and faster time to market. IBM Rational Build Forge®, IBM Rational Automation Framework for WebSphere®, and IBM Tivoli Provisioning Manager provide an automated test and deployment workflow reusable across application and data center provisioning environments significantly reducing the manual effort in test and build set up and tear down.
Attend Innovate2010 and to learn more about Integrated Service Management for Design and Delivery. Register today.
I was driving back from Heathrow on a recent Saturday – having gone there to collect a visitor. On the overhead information signs on the motorway was an illuminated warning sign. I had never seen this sign before, but immediately clear that this was warning me that there was an accident ahead. This exploration of graphics rather than words seems a very sensible step for a country that welcomes foreign visitors – and more so in the run up to the impending Olympics.
I have been (thanks to my work) to many countries. Some (like Brasil and Egypt) I would not dare to drive in, some (like China) I am not even allowed to drive in – but in many
I have rented cars and driven without significant mishap. But always when driving I am grateful for intuitive signage – and also very appreciative of the standard road signs across Europe. In fact it wasn’t till I got to Quebec and saw my first ‘Arête’ sign that I fully realised how much I had taken for granted the standardisation in road signs across the language range of Europe. (For those not familiar with European road signs – they say ‘Stop’ in all the EU countries, even France.)
The places I find it hardest to drive around are the ones that rely on long wordy description to convey messages to drivers. Now when this happens somewhere like Poland, I have no chance and just have to guess – or more often follow they guy in front and hope that they know what they are doing. But even in the US, where they seem committed to this kind of thing, where the language is similar to English, I find it very difficult to get the message quickly without being distracted. By the time I have read all the words I have often missed the chance to do what it was telling me.
The need for intuitive communication has been around for a long while – a great example of somewhere that has seen the need and met it well for many years is Amsterdam airport, as a transfer hub, it is specifically targeted at delivering services to the widest range of languages. Their use of intuitive graphics has been impressive for over 20 years. And of course it has to be because people transferring planes at Schipol do not have the opportunity to attend a training course on how to navigate the airport.
Nowadays that luxury of training people in how to use things is getting rarer and rarer – we have to be able to use things we have never seen before, most notably things appearing on our PCs when we use services over the internet. But also those PCs themselves and the services we use at work – I don't know the figure but it sure feels like there is much less user training than there used to be.
So – great to see the UK government getting on board with intuitive communication; surely as service managers we all need to think of how to get messages across to our customers and our users quickly and reliably. Oh, and cheaply too, your CFO will love the reduced need for training – and pretty soon are likely to be questioning the need for expensive training for something that doesn’t deliver immediate intuition.
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
No trouble spotting the biggest news in
service management this week – with COBIT 5 available. I guess with both ITIL
and COBIT having released new versions over the last 12 months, that should
tell us something about the SM industry. Mostly, I think it tells us that as a
concept and topic to take seriously, service management is not going away any
But I suspect we might reading more in the
next few weeks of the ‘should I do ITIL or COBIT’ type of question. That’s a
shame, because it is still not a sensible question. Both ITIL and COBIT are
expanding their scope of course and that means more and more overlap, but I
can’t – admittedly after quick glance through only –see where any real
Of course COBIT is still a product of ISACA
and it builds upon a philosophy of control and governance. ITIL initially came from
a team set up to advise on approach rather than massive detail and that still
shows even in the 2011 version I think. And I do still believe any serious SM
profession would have both on their (electronic) bookshelf, the way a good cook
will have books by more than one cookery author on their kitchen bookshelf.
Analysing the content, requirements and
fine print can come later – and will open us up to all sorts of interpretation
and contextual adjustment. But some things hit you straight away. The core
COBIT product is available for free and takes up 685k of pdf file. The core
ITIL books cost around £300, weigh five kilos and/or take up 77.4MB of my hard
drive inside a fancy secure Adobe reader to make sure I don't pass them on to anyone
who hasn’t paid their £300. Now I know that there are lots more books around
the COBIT 5 core than give you more detail – and ISACA charges for those - but
still I must confess to liking the idea of free entry to the gig even if it
doesn’t get you that near the stage.
Putting a positive spin on the size
differential and the lack of real conflict, you can see that it shows how the
two products can be seen as complementary: COBIT’s distillation of what should
be done and structure with ITIL’s more wordy guidance.
And COBIT’s heritage shows through with several
pages on maturity assessment – great stuff for the ‘give me a number’ crew.
But maybe the most encouraging thing is the
differences that exist – the pretty clear realisation that frameworks aren’t competition
but different perspectives. Everyone in this business is really concentrating
on helping each other get better at delivering value to the customer. COBIT 5
will help so this is a good week.
Now all I need is a long flight somewhere to
give me peace and quiet to read it carefully.
Well, we are well into 2012 now and we have just about got though the ‘my predictions for 2012’ phase and in to ordinary routines again. Whatever the predictions, like with most years I predict that 2012 will look a lot like an older version of 2011.
There is still talk of recession, companies that struggled for funding in 2011 are no richer, Cloud is still talked about by a lot more people than understand it.
On a personal level 2012 has already delivered some of the improvements planned in 2011 – and I hope the same will happen workwise. Next major thing on my work horizon is IBM’s big service management show – Pulse. Back again at the MGM Grand in Las Vegas we are promised it will be bigger and better than ever. I understand that bigger is important in as Vegas but I am usually even keener on better. Actually though, to be fair I am delighted that ‘my bit’ at Pulse looks like being bigger this year – with not one but two chances to deliver the cloud-readiness simulator on the weekend before the show itself starts. In fact there will be a strong focus on simulator this year with our team being on the exhibition floor to explain what, why and how they can help you.
Of course – like I implied above – this isn’t exactly new, but it is proven. Of course there will be lots of new stuff available – geeks welcomed and catered for. The technologists will – of course – be well catered for with lots of ‘future possibles’ and indeed a vision of some possible futures too. But service management’s primary focus is not on what might happen next year; it has always been about delivering value this year. In fact one of my favourite aspects of service management is how it rests on widely applicable principles, even though how they are applied might alter. For example, while change management processes in a cloud environment might need different considerations to make them most effective –the basics remain. I was working in service management long before I ever touched a computer. I remain constantly delighted to discover that lessons learned 30 years ago in supply and transport are still relevant to the 21stcentury IT based services we manage today.
So, if you are going to be at Pulse come along and tell me whether you agree that old-fashioned service concepts are still valuable – or come and explain why dinosaurs like me should be swept away by the meteor strike that is cloud. Either way – at Pulse or elsewhere – I look forward to good, informed and enjoyable debates. Good to think of the new year building on the successes of the old – at home and at work.
 If you follow me on twitter - @ivormacf - you will know where and when I will be in terms of events. Useful, whether you want to know how to find or to avoid me – same thing works both ways.
Over the recent Christmas break, I found
myself at lunch with an Enterprise Architect and the
conversation turned – as it does - to the future of the IT industry.
we agreed on the
topic of what IT jobs and attitudes should be over the next 10 years – others at the table disagreed with us – but that’s a topic for another blog
Now I live in a Service Management space, and so clearly I
know that everything – at least everything about creating and delivering IT
services – is wholly contained within a complete picture of service management: because
everything flows from the need for the service – in terms of value conceived,
engineered and then delivered to the customer.
So, imagine my surprise when the enterprise
architect (let’s call him Kevin J) came out
with the phrase – introduced as though it were universally accepted knowledge –
that everything is contained within the concept of enterprise architecture and all other things fit inside that. Well, you would think that one of us has
to be wrong – but maybe not?
Seriously though, I do realise that each
of us has a coloured view of the world. But even when you know you might be, if not actually biased, at least running along familiar tracks rather than striving for
objectivity, it can still be a surprise when you run into what seems a different
Of course – in this instance it isn’t
really a different perspective at all. Human Beings to tend to fit external
matters into handy pigeon holes – and those pigeon holes are inside our own
pigeon house – service for me, EA for Kevin.
Maybe we just need to get all these
different perspectives in one room and get them to agree on which view is
right? I suspect, however, that this has been tried – and failed. Because it
isn’t conflicting theories we are dealing with here. Instead it is that
familiar old chaos machine – people and perceptions. They are all right (and
all wrong too of course, but this early in a new year let’s try and be
Trying to look at the situation
simplistically, it seems to me that we have had lots of good idea over the last
20 years or so that have been helpful – but we live in a complex interrelated world and each
successful approach brings you to an edge or interface where you are dependent
for further success on the neighbours. Human nature makes us jump to the
conclusion that if the neighbours used my approach then they would do better.
Maybe it’s true but maybe it’s not – maybe we have as much to learn from the
neighbours as they have from us?
Let’s analogise that to real neighbourhoods. Is there anyone who doesn’t think things would be better if their neighbours
behaved more like them and adopted their processes,and practices – especially
things like where it is OK to park and when it is OK to be loud? But actually
they have slightly different needs (maybe because of things we don’t have like kids and dogs or a job that requires shift working)
and so they do need to do things differently. But still there is much to learn from
each other; simple stuff like where did you get your fence fixed etc and more
strategic stuff like comparing mortgage plans or discussing the best school
Within our IT/services/architecture kind of
world we have
the same chance to benefit from discussions with our neighbours. And just like
with our domestic neighbours, the best way to get along and help each other is
by accepting others’ perspectives as equally valid. It is good to see
initiatives like devops starting
to encourage this. My major familiarity over the past 20 years has been service
management but I can see both lots to learn from our neighbours like EA and
development and also lots we can help with too.
Have you spoke to your neighbours recently?
And if so was it with a predisposition to teach or to learn?
David has written about the Cloud Service Management Simulator Workshop in a previous blog and things are heating up as we get closer to Pulse.
In addition to the Sunday workshop we have a few extra seats left on Saturday for business partners and customers who wish to attend. If you are interested, please send an email to email@example.com. Both workshops (Saturday and Sunday) are from 2:00 pm - 5:00 pm.
And for more information, watch developerWorks' Scott Laningham interview Ivor MacFarlane on what to expect in the room.
New z114 designed to consolidate workloads from hundreds of x86 servers
Costs 25% less and offers up to 25% performance improvements over IBM z10 BC Servers
High-end mainframe features now available at entry level price of $75,000
Ability to manage workloads on select System x blades now available
Designed to deliver Smarter Computing capabilities
Many of the analysts have focused on the $75,000 entry price point. And that's cool.
There are customers who on Monday didn't think that they could afford a mainframe and are today putting it on their short list. What they will find is a platform that is highly reliable and will help them achieve the levels of innovation needed to drive their business.
Of course, I'm an Integrated Service Management guy and at the end of the day it's all about the service.
Which is why the good news is that we provide a Integrated Service Management capabilities and portfolio solutions for the mainframe.
Fill Bowen wrote up a good blog on the subject and we published a statement of direction* (Announcement Letter: 211-271) to support the announcement.
For more information contact your IBM sales rep or one of our Business Partners using the Business Partner Locator website and feel free to leave comments below about your positive experiences with the mainframe.
* Statement of direction is intended to provide insight into IBM plans and direction. Availability, prices, ordering information, and terms and conditions will be provided when the product is announced.
All statements regarding IBM's plans, directions, and intent are subject to change or withdrawal without notice
Welcome to the IBM Service Management blog.A variety of authors who represent different
parts of IBM will discuss a range of Service Management topics such as service
availability and performance, green IT, IT asset and financial management, IT
governance, service delivery and process, storage management, SOA management,
enterprise asset management, and service assurance for service providers.
We'll discuss industry trends and happenings, analyst
perspectives, new product and solution announcements, support and services
offerings, upcoming events, helpful resources, and heroes in the broader IBM
Service Management network. This blog provides multi-directional communication
with the public, and we encourage and look forward to your feedback, thoughts,
and questions. For extended sharing, check out our new IBM Service Management community.
I'm Tiffany Winman, the
IBM Service Management community and social media program manager, and my blog
topics tend to focus on communities, people, companies, heroes, and stories in
the broader Service Management and Tivoli "ecosystem" and the use of innovative social
technologies to facilitate online social networking and collaboration. When I'm
not blogging on group blogs such as Service Management, Tivoli, Pulse, and Web 2.0 Goes to Work,
you can join me in riveting conversation ;) on my individual blog.
us know if you have any questions or we can assist in any way.
It almost goes without saying, but, hey, I'll say it anyway...Security is top of mind for everyone these days, no matter your industry, no matter the size of your organization - and even on a personal level, too. You certainly don't have to be a security manager to be concerned about security, particularly internet security.
Case in point: Which of the following internet vulnerabilities is keeping you up at night these days?
Perhaps a more precise answer would be "All of the above plus a few more."
So, how can you stay ahead of these types of threats - understanding what the most critical and recurrent vulnerabilities are and what you can do to prevent them? One excellent source of emerging information is the IBM X-Force Research and Development team. For more than a dozen years, these security specialists have tracked well over 40,000 different vulnerabilities, from Trojan horses to malware to Web spoofing, and documented them in the world's largest and most comprehensive threat database.
The IBM X-Force researches and monitors the latest internet threat trends, develops security content for IBM customers, and helps advise customers and the general public on how to respond to emerging and critical threats. Twice a year, the team releases a detailed report discussing the latest security complexities. These reports are far more than just abstract information. They are actionable intelligence, designed to lead to more comprehensive security and a better business outcome. Take a look at the latest report.
For more information about how the IBM X-Force research can help your organization (and perhaps even keep you from losing sleep worrying about security threats), check out this Service Management in Action article.
Signing off for this week,
Your friendly roving Integrated Service Management reporter
It’s Good Friday, and it not only has been a good, but a GREAT week. Did you hear? IBM made the list of Top 50 social brands for March 2009: “The Social Radar Top 50 measures the most social brands by the number of unique topics of conversation. These brands are top of mind for consumers and bloggers today.”
If you haven’t noticed by now. IBM’s presence is growing more and more in the social media arena. Below are some of the hot topics lighting up this space this month.
Ewwww, that almost sounds as decadent as eating chocolate. If you’re into networking with SOA strategists and architects, learning about real-life examples and benefits of SOA in action, then this event is for you. Dressed in character as an Imperial Servant, an IBM virtual guide will lead a tour of Virtual Worlds and share how SOA can solve architectural challenges, adding immediate value and business flexibility.
I am going to tell you a story, and the truth is it's probably pretty familiar to you already.
Here goes: in today's competitive market, your services are what make your organization innovative. They are what set you apart from your competition.
They are what have taken your IT from being seen as a "cost center" to playing a role as one of the most crucial parts of your organization's success (or failure).
The services you provide are what make your organization innovative. Failure on the part of IT can mean failure for everyone.
(No pressure. Am I right?)
By definition, a competitive market is one that is in constant states of change. New customer demands. Competitive maneuvers. New service offerings. Industry or government regulations.
Speed is of the essence. But, of course there's the need to ensure that everything stays within the governance you've put in place, your security policies and of course you're trying to be as risk adverse as possible.
Doing all of this while navigating the complexity of your IT.
(Like I said. No pressure.)
This is the story you already are pretty familiar with. So now, let's talk about what we do about this.
Today, Tivoli along with Rational and WebSphere are a part of a larger IBM Software Group launch around Business Agility.
There are a number of announcements around Business Agility - about providing you with "business agility levers" that assist with combinations of technology capabilities that accelerate the path to agility with reduced cost and greater efficiency.
This is the start of a series of blogs where we'll be discussing a number of the business agility levers. Today, I'm going to talk about one; Predictive Business Service Management. My next blog will focus on Collaborative Development & Operations.
Predictive Business Service Management
With Business Service Management solutions from IBM, organizations are able to put services in the proper business context so that both IT and the business teams can accurately see the complex relationships their services and supporting technology infrastructure have with each other.
On Tuesday, IBM announced a new version of the Tivoli Business Service Manager solution. Key to this new version (Announcement 211-444) are role-based dashboards with easy self-service, drag & drop capabilities to customize a user’s visibility into key service health indicators, KPIs, and business or IT detail required for their role or tackling a current issue.
That level of "Visibility" can be taken to a new level when organizations leverage Predictive Analytics.
Business service disruptions and outages cost organizations millions of dollars per year. Even with existing investments in infrastructure monitoring and performance management solutions, organizations are often unaware of an impending service issue…until it is too late.
Predictive Business Service Management identifies performance issues in an organization's IT and network infrastructure prior to these costly service disruptions or outages. With this type of early warning system, detection is done early enough that mitigating steps can be taken to stop the issue from ever negatively impacting critical application or business services. Put simply: it finds problems before the organization knows to look for them.
Also on Tuesday, IBM previewed a new solution for predictive business service management that will address predictive business service management (Announcement 211-468).
For more information around everything that is happening around the Business Agility launch contact your IBM sales rep or one of our Business Partners using the Business Partner Locator website.
Also, we're doing something a bit new with this announcement. The IBM Software Group Blog, Impact Blog, Rational Blog and this blog are all telling the story together. You'll be able to click across the different blogs and get more information about all aspects of this launch.
Are you interested in learning more about Cloud Computing and Virtualization? Be sure to register and attend these two community webcasts happening this week on June 8th and 9th. These promise to be very informative events you don’t want to miss!
WEBCAST on Wednesday, June 8, 2011 at 11:00AM Eastern USA Webcast title: Get your image sprawl monster under control – secrets to image management from an expert Sign up for this webcast here
Description: Companies have embraced virtualization primarily to impro! ve utilization of hardware and save costs. However, virtualization especially on x86, has led to significant growth in management costs. Much of this increased cost stems from growth in images. We will discuss some of the key challenges around managing images and how IBM is taking a holistic approach to solving these pain points and restoring control.
Speaker: Ruth Willenborg, IBM Distinguished Engineer in IBM Software Group, Tivoli
WEBCAST on Thursday, June 9, 2011 at 11:00AM Eastern USA Cloud - Extending your virtualization into the cloud Sign up for this webcast here
Description: The benefits from cloud computing seem clear: cost reduction, better flexibility, scale to meet business demands, etc. However, getting to cloud involves a lot of decisions Learn how some of your colleagues are leveraging Tivoli solutions to automate virtualized environments and move to private clouds.
Speaker: Mohamed Abdula, IBM Director, Service Automation and Cloud Solutions Product Management and Bowman Hall, IBM Director, Cloud Computing Client Engagements, IBM Software Group