Cloud & Service Management blog
Jennifer Dennis 110000CSRM JBDENNIS@US.IBM.COM Tags:  planet ibm integrated software security smarter cloud storage illustrated wright steven tivoli computing service asset+management enterprise it explanation management 2 Comments 5,844 Visits
What is IBM Tivoli Software? We know you want the short version. Steven Wright of Tivoli Software breaks it all down for us in less than 7 minutes on a white grease board. Check it out while you have your morning coffee, afternoon tea, or while you get your miles in on the treadmill or trail with your smart phone. Then visit ibm.com/software/tivoli for more details on how IBM Tivoli Software can help you run a smarter business.
Robert Pickard 060001RDA2 firstname.lastname@example.org Tags:  storage service-management eam management service tour world z system ibm 2,256 Visits
I have some big news to share. You thought world tours were only reserved for the Stones, Springsteen and other big-name acts? Well, I guess service management has hit the big time, because the IBM Service Management World Tour kicks off in mid-August with gigs across the U.S., Europe and Asia.
I think this is a perfect follow-on to Pulse a merry band of IBM experts comes to a town near you (hopefully) and delivers in-depth presentations on the latest IBM solutions and approaches in service management, storage management, enterprise asset management, and System z. Its a series of hard-hitting one-day events held in smaller settings where you can get some serious face-to-face time with service management gurus. Im helping one such expert with his presentations on the Tivoli Service Management Center for z and consolidating Linux workloads on z (no snappy title yet), and Im impressed with his focus and clarity. Even I get it! By the way, if you missed my profile, thats what I do, write presentations, podcasts and website stories for Tivoli.
Anyway, the tour begins in Boston on August 12, with events in 13 more US cities; the Europe and Asia schedules are being finalized now. You can check out what we have so far and even register for the road show at the World Tour page. You can always ping your favorite IBM sales rep, who is sitting by his/her laptop yearning to hear from you, or ping me, Bob Pickard. In any event, I'll be blogging new news on the tour as it comes along. Party on, Garth.
David Ojalvo 060001CNQC DAOJALVO@US.IBM.COM Tags:  cloudburst isdm manager. cloud power7 delivery management ibm integrated service 1,830 Visits
Last week, IBM announced an enhancement to our cloud portfolio that will deliver CloudBurst on POWER7-based hardware, as well as offering it as software that can run on currently installed IBM and non-IBM systems.
With CloudBurst, IBM is tying together the hardware, storage, networking, virtualization, and service management as an all-in-one package for enterprises to build a private cloud. This is significant because it removes the arduous manual processes that in-house IT departments often face when configuring and managing their cloud systems.
In the press release, IBM states that it estimates CloudBurst's automated configuring capabilities "can cut IT staff's labor in integrating systems, provisioning and managing storage up to 95 percent." That seems pretty impressive, when you consider that if I could cut 95% off of my work week, I'd be logged on for a total of two and a half hours.
At the heart of this new offering is the IBM Service Delivery Manager, a stand-alone integrated service management software bundle which automates the deployment, monitoring and management of a cloud solution on IBM or non-IBM hardware.
If you'd like to delve into the details behind these solutions, and understand how to decrease your costs and increase your efficiency with CloudBurst, you can contact your IBM sales rep and/or
Business Partner (Business Partner Locator Site).
Jennifer Dennis 110000CSRM JBDENNIS@US.IBM.COM Tags:  pulse software deployment process test scott jamie virutalization development bala service products cost john services risk smarter thomas control lifecycle rsdc tivoli integrated hebner rajaraman rational cloud innovate management wiegand 2,985 Visits
Learn all about the latest strategies and smarter software for design and development innovation through next generation service delivery from the Integrated Service Management track at Innovate 2010, June 6-10. The Integrated Service Management track at Innovate is a continuation of the discussion and training of the Software Delivery Lifecycle Management stream at Pulse 2010, which showcased how clients, IBM and IBM Business Partners use software delivery lifecycle management solutions to help realize greater value from software investments and optimize business outcomes at reduced cost and risk.
The Integrated Service Management track kickoff will be hosted by Jamie Thomas, Vice President of Tivoli Strategy and Development, formerly of worldwide development, client support and product management for the Rational software brand. Jamie will be joined by Bala Rajaraman, Distinguished Engineer, IBM Software, Tivoli and John Wiegand, Distinguished Engineer, Rational Analysis, Design and Construction.
At Innovate 2010, IBM clients and partners will learn innovative approaches to optimizing the service lifecycle, driving better efficiencies and lowering their TCO. Attendees of the Integrated Service Management track will also learn how to leverage the existing tight integrations with Rational solutions. Specifically, clients can find out how to:
David Ojalvo 060001CNQC DAOJALVO@US.IBM.COM Tags:  simulator service management tivoli pulse ism 2 Comments 2,285 Visits
Last week, I attended my first IBM Pulse conference. I really enjoyed the sights and sounds of Vegas, and met many of my Tivoli colleagues for the first time. I also probably walked the equivalent of 15 miles over the five days within the mammoth MGM facility. But what I found most valuable over the five days were my interactions with our customers and business partners.
On Day 1 of the conference, my focus was the ISM Simulator workshop that I helped coordinate. Given that the workshop was:
a) taking place prior to any other Pulse activities,
b) located in the bowels of the MGM hotel, and
c) three hours in duration...
...I was a bit apprehensive that all the customers and business partners who had RSVP'd would actually show up. But when people started rolling in 30 minutes before the start time, I was confident that this workshop was going to be a success.
When we got started, we had 21 participants sitting around four tables, which is all but ideal for this role playing workshop. Like other simulator workshops that I have attended, it started out a bit chaotic, as participants tried to process the firehose of information that was being thrust upon them. By the end of the three hours, they had come full circle, and were effectively working together to the tune of a $5 million profit for their hypothetical shipping company.
As I chatted with some of them after the session, and listened in on some of their video testimonials, the words I heard most often were "eye-opening", "outstanding" and "insightful".
On Monday and Tuesday, I worked on the expo floor and showed off our cool new ISM Simulator video game. The game allowed users to experience various issues affecting service management and corporate profitability in a simulated organization. At the ped, I got great feedback from customers and partners, who, by virtue of playing the game, were able to get a better grasp of the sometimes abstract concepts of service management.
You can play the IBM Service Management Mission game here.
All in all, it was a great conference, and stay tuned for the video from the workshop!
David Ojalvo 060001CNQC DAOJALVO@US.IBM.COM Tags:  integrated services products smarter management service 2,583 Visits
I can remember the day in 4th grade when I got my first calculator. Other than my "Rock 'em Sock 'em Robots", that Texas Instruments 1030 was THE coolest, most magical consumer product that I had ever owned up to that point. It featured the standard four math functions, buttons for percentage, square root, and pi, and an 8 digit LCD display.
Now fast forward to 2011 and consider the fact that it takes dozens of microprocessors running 100 million lines of code to get your average car out of the driveway, and a complex ecosystem of developers, engineers, suppliers and partners to bring smarter products to market.
From automobiles to meat cases to artificial hearts, today’s smarter products represent a new generation of capabilities that fuse together sensors, actuators, electronics and mechanical systems.
By all accounts, smarter products and services are transforming the world and the way we interact with it, and IBM is at the forefront of all of the above.
So visit our recently launched Smarter Products and Services web site and learn more about how we help make your everyday products and services smarter!
....AND THEN take a look around your house and office, and let us know what product or service is the "smartest" of them all....or maybe the dumbest? We'd love to get your opinion!
(This blog had additional contributions from Betsy Thaggard...Thanks BT!)
David Ojalvo 060001CNQC DAOJALVO@US.IBM.COM Tags:  ism management itil pulse service macfarlane ivor 1,532 Visits
Next week, I'll be attending my first Pulse conference, and I have a full slate of activities planned:
David Ojalvo 060001CNQC DAOJALVO@US.IBM.COM Tags:  ism simulator integrated workshop service management tivoli 2,451 Visits
It started out a bit frenetic and confusing. Nobody knew what to do or where to go, and panic seemed to set in every time the loud horn blared, indicating another failure had occurred.
No, I wasn't attending a Green Mountain Derby Dames roller derby tournament.
Rather, I was present at an ISM Simulator Workshop session in Washington DC.
My role was to videotape the workshop, with the intent of scaling it down into a 2-3 minute snippet that captures the essence of the session. And as I observed the 16 participants in 'Round 1', it all started to make sense.
The participants were playing the roles of employees at a hypothetical shipping company. They were broken out into four teams, representing four different parts of the company - senior management, line of business owners, service desk personnel
and technical services.
On the screen at the front of the room was a birds-eye projection of the company, including a series of dashboards and schedules, which provided the participants with essential real-time information such as service level data, shipments completed, locations where outages were occurring, and the amount of money that the company was making (or losing!) at any given moment.
The goal of the 'game' was to maximize profits for the company in the face of systems that were continuously breaking down. To do so, each team had to establish its own processes, and effectively collaborate with the other teams so as to create an efficient overall system.
The first round was anything but efficient, as the teams tried desperately to get their own houses in order while they watched all the missed shipments, unresolved outages, and lost revenue on the screen. The sense of frustration was obvious, but the group pressed on.
At the end of the round, the facilitator conducted an assessment of the business by reviewing bottom line data with the group, and discussed best and worst practices that the teams had implemented. Clearly, there was a better way to run this business, and the group was determined to figure it out in short order.
Somewhere in the middle of Round 2, I began to sense that the group was turning the corner. There were a lot more 'aha" moments, a lot less shouting across the room, flip charts were being utilized, and there seemed to be a great deal of relevant information being shared across the different teams.
After three hours and three rounds, the group was both exhausted and exhilarated. They were able to implement an efficient process that yielded a positive bottom line.
But more importantly, they now had a much more tangible understanding of the role that Service Management plays in aligning IT with the business.
I had a chance to interview several of the participants after the session, and they were all effusive in their praise for the workshop. Clearly, the workshop far exceeded their expectations, and they were anxious to share their experience, and apply some of the best practices at their own organizations.
As a new member of the ISM marketing team, the workshop was also a great experience for me. Besides meeting some very interesting IBM customers and partners, I now have a much firmer grasp of the value of Service Management.
Incidentally, we will be running a simulator workshop for customers at Pulse on Sunday, February 27th. If you are interested in attending, please contact David Ojalvo as soon as possible, because seating is limited to the first 20 respondents.
If you are not able to get with us at Pulse, fear not...the ISM Simulator Workshop is portable in nature, and can be hosted at any customer site for a group of your employees. It's a great educational and team building exercise! For more information on this, visit our web page, and contact your local sales rep.
Tiffany Winman 12000065XB email@example.com Tags:  availiability process service service-providers governance asset management ibm soa green security itil eam performance it financial service-management 2,165 Visits
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.
Let us know if you have any questions or we can assist in any way.
wendy whalen 0600014P1G WWHALEN@US.IBM.COM Tags:  assurance service telemanagement-forum service-provider netcool 1 Comment 1,977 Visits
My name is Wendy Whalen and Ill be posting entries to this IBM Service Management blog on a regular basis. Part of the Tivoli Communications team, I edit IBM Service Provider News, among other things. I came to Tivoli in 2006 by way of the Micromuse (Netcool) acquisition (and to Muse in 2005 via its Quallaby (Proviso) acquisition).
Chances are, you've heard about the smashing success of Pulse, the new IBM user event that debuted in Orlando in May. But another key event for IBM Service Management ran at the same time: TeleManagement Forum Management World 2008 - Nice.
Who cares about some Tele-Something Something event on the French Riviera? Well, many service providers using Tivoli Netcool and Vallent solutions do, for starters. That would be telcos, wireless operators, cable and multi-service operators , etc. TMF is THE major industry organization for CSPs.
So about Nice in May: The Forum announced its 2008 Award Winners, divided into seven categories. We were entered in the Best Practices for Suppliers category. And oh yeah, we won. For our eTOM customization and real world application for T-Com Croatia - beating out AMDOCS, HP, Netcracker and two entries from Telecordia.
We also announced that Canadian CSP TELUS recently selected ReachView, an Alcatel-Lucent company, to implement a solution based on IBM Tivoli Netcool software.This deployment makes TELUS Alcatel-Lucent's 100th customer to use Tivoli Netcool software.
What's more, Nortel announced a new service assurance solution incorporating IBM Tivoli Netcool VoIP Manager, the first IBM integrated service quality, fault and performance management offering for carrier VoIP networks.
How cool are we? We didnt even go to Nice last year.
Is it just me, or does Nice say a lot about how far we have come in our commitment to CSPs in just one year?
Rebecca Swindell 270003U1MK REBECCA.SWINDELL@UK.IBM.COM Tags:  buildings management facilities caldicott claire potter tririga cities joe iibm service smarter penny tivoli rachel 2,353 Visits
Only one week to go until IBM are the key Sponsors at the Government Property Event, at the QE11 Conference Centre in London - Only one week to go until IBM are the key Sponsors at the Government Property Event, at the QE11 Conference Centre in London - http://bit.ly/GCPB1a
David Ojalvo 060001CNQC DAOJALVO@US.IBM.COM Tags:  service pulse cloud simulator management 1,766 Visits
This year at Pulse, we will be running another Cloud Service Management Simulator Workshop.
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  service ivor empowerment ibm service-management itsm tivoli itil 2,082 Visits
I recently had some first hand experience – from the receiving end – how much of an effect genuinely good customer service can have. The experience started in dismay but was recovered well beyond expectation.
Anyway, to start at the beginning ….
I had to go and ‘swear an affidavit’ –
which for those of you not into the jargon of jurisprudence means to formally
promise what you are saying on a form is true. In
Now, it started, I admit, with me failing in my responsibility to be a proactive customer. I did not think
through what I knew. County Courts in
So, I had a perfect example of a ‘Moment of Truth’; putting me instantly, and very extremely, ‘anti’ the staff and the processes. It seemed obviously the staff are required to leave common-sense at home and not bring it to work with them.
And thus, in a bad mood I reached the court officer with whom I was to sign and swear that my forms told the truth. She spots my mood, finds out why and explains that the rules are for protection and cannot be altered – causing no improvement in my mood. She then looks at my forms and points out that I have not brought all the right documents – and then throws in for good measure that my solicitor has supplied my with the wrong set of forms.
So … it is now clear to me that I have driven into town, paid for my car parking, lost my knife for the duration and all for nothing because my paperwork is wrong. But fear not – after this it gets better. I had been expecting a businesslike word or two of sympathy and if I allowed myself a glimmer of optimism then maybe even an explanation of what I needed to go back and fetch, so that it would work when I came back.
Instead the lady reacted very differently. She pointed out that the forms I have forgotten are copies of documents they already have lodged with them, and that they have blank forms of the right kind. She fetches the missing forms, lends me a pen and helps me understand what is needed on the right form, checks it through, makes corrections and then duly witnesses it and formally logs it in the system as sworn and correct. As she put it “Well the purpose is to get your stuff recorded, if I can make that happen then why wouldn’t I help?”
Of course she was perfectly right, her job is to help get these things done, and so thinking for herself and helping people get there is an obviously correct attitude. Isn’t that exactly how everyone in service delivery sees it?
Well, of course we all know that it isn’t – not yet! The sad aspect of this kind of story is how surprised we all are by them – that they are worthy or repeating because this quality of service is still unusual.’
The key aspect of this story – with its two different approaches to dealing with the customers - is how much good service experience depends on customer facing staff that are knowledgeable of the customer’s context and goals. But more than that even, the management trusted and empowered (at least some of) their staff to use common sense and do what was right – maybe even if it didn’t follow exact procedures.
Are the customer-facing staff in your organisation trusted and empowered? If not, is it because they can’t be trusted, or because they have been given the knowledge? Or is it just that no-one has ever thought it would be a good idea to trust and empower them? What happens in your organisation – do you get good service or do you a strict process delivered, whether or not it is appropriate?
David Ojalvo 060001CNQC DAOJALVO@US.IBM.COM Tags:  service tivoli integrated rational innovate management 1,780 Visits
This weekend partners, developers, and IBMers will be descending upon Orlando, Florida for Innovate 2011, the Rational Software conference.
Not surprisingly, Rational's "first cousin" Tivoli will have a prominent presence at the conference, including 30 sessions that highlight the Tivoli/Rational integration, six booths in the Solutions Expo, and several executive speaker slots.
Tivoli delivers innovative solutions to address business priorities, with Integrated Service Management providing the Visibility, Control and Automation™ to overcome growing complexities and keep up with global competition. But more specifically, Integrated Service Management is the catalyst that can smooth out the interactions between development and operations for IT and business professionals across all industries.
So be sure to browse all of the Tivoli sessions using the Innovate 'Streams and Tracks' tool, and if you are already registered, start building your agenda .
Once the event begins, you can access all the keynote presentations and videos in real time on the web via the livestream feed, ...and follow social media coverage on the 'Innovate Conversations' page or by using the Twitter hashtag #ibminnovate
David Ojalvo 060001CNQC DAOJALVO@US.IBM.COM Tags:  innovate tivoli management integrated simulator rational service 2,042 Visits
Are you looking for a reason to head down to Florida next month?
Tivoli will have a large presence at next month's Innovate2011 conference in Orlando, with over 30 sessions which highlight the Tivoli/Rational integration, and six booths in the solution expo. In addition, you can check out the Tivoli executive speaking engagements including Danny Sabbah (GM, Tivoli Software) at the executive summit presenting on 'Collaborative Development and Operations', Jamie Thomas (VP, Tivoli Strategy and Development) on organizational agility and efficiency, and Steve Robinson (GM, IBM Security Solutions) on 'Security in Industries'.
Also, be sure to check out the 'Service Management Simulator Experience' at Innovate, a hands-on role playing game focusing on the challenges and business value of implementing Service Management best practices in a real life scenario!