Cloud & Service Management blog
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  ibm itil itsmf ivor tivoli abc-of-ict service-management 1,853 Visits
Noah Kuttler 110000SVNJ email@example.com Tags:  netcool tivoli prime service-management cisco business-partner 2,947 Visits
If you weren't at Pulse 2012, I won't sugarcoat it. It was another successful event and the customers I spoke to got a lot of value out of the conference.
If you were not there (and even if you were), don't forget about our regional "Pulse Comes To You" (PCTY) events in your country. It's another way for you to meet with us and get the information you need about our service management solutions.
One of the things that makes IBM...well, IBM is that we have excellent business partners like Cisco.
I was able to get some time with David Flesh (Director of Marketing, Cisco Network Management Technology Group) to talk about the partnership that Cisco has with their Cisco Prime solutions and our IBM Netcool solutions.
This will be the first of several videos we'll be posting on the blog. More to come...
Rebecca Swindell 270003U1MK REBECCA.SWINDELL@UK.IBM.COM Tags:  buildings facilities management caldicott claire potter tririga cities joe iibm service smarter penny tivoli rachel 2,477 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
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  ibm ivor tivoli service-management itil 2,286 Visits
Noah Kuttler 110000SVNJ firstname.lastname@example.org Tags:  cloud puresystems smartcloud tivoli service-management 3,431 Visits
The Expert Integrated Systems, IBM PureSystems being announced today is probably one of the most exciting solution announcements to hit our industry.
The New York Times wrote a very good piece on the announcement, "I.B.M. Aims to Sharply Simplify Corporate Data Center Technology"
Our own press team put together two releases. One about the announcement ("IBM Sets the Stage for the Next Era of Computing") and another around the 600 partners supporting this announcement worldwide ("Global IT Companies Support IBM Puresystems").
It's not hardware. It's not software. It's a new category of solution; expert integrated systems.
It's one of the "game changer" solutions that our customers have come to expect from IBM (and that our partners love). It's solving very specific problems that customers have on their road to innovation.
One of those problems is built-in expertise. This is a hardware and software solution that is integrated at levels you've not seen before on a solution; giving customers and partners a simplified user experience for implementation and maangement.
IBM SmartCloud & Tivoli
To that point, you'll notice IBM PureSystems has it's own end-to-end management capabilities specific to the solution.
It does. But, for broader management challenges, IBM SmartCloud and Tivoli software will extend the investment in that IBM PureSystems solution by providing Visibility. Control. Automation(tm) across the entire IT infrastructure.
Together with IBM SmartCloud and Tivoli software, IBM PureSystems will push customers to higher levels of efficiency with their service management practice.
As you talk to your IBM sales rep or your business partner, ask them about IBM SmartCloud & Tivoli software with IBM PureSystems for your entire infrastructure and service management.
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  ibm cobit itil tivoli service-management ivor itsmf 2,436 Visits
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 time soon.
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 conflict.
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.
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  ivor itsm ibm best-practice tivoli itsmf service-management 2,486 Visits
For most of last week I was attending and – I hope – contributing to itSMF’s international publishing meeting. This was held in
Now, first a little background, just in case there is anyone who does not know what the itSMF is. The letters stand for IT Service Management Forum – and that sums it up quite well: a place for those interested in ITSM to talk, learn, teach, compare and discuss. Part of that communication naturally involves publication – and our group focuses on that – from reviewing others’ books through translation and dissemination to encouraging authoring and publishing books. Crucial to its attitudes and success, itSMF is a non-profit organisation, owned by its members.
OK, as you may imagine it is – as well as serious working meeting – a chance to catch up with friends and colleagues of the ITSM global village. And the active ITSM community really is like a village, except that it spread across some 50 countries – we have all the relationships that you would expect: friends, enemies and lots in between.
All of us have our day jobs, many of us
working for cut-throat competitors but that all gets set aside and we settle
back into our ‘all in this together’ mode. One of things that I came back from
That makes the non-profit member owned organisations a lot like government – and like governments today we are strapped for cash. These are hard times and no-one has much in the way of spare money. But we still strive to fight against what would be a sensible approach for an organisation focused on shareholder value. We still need to deliver what the ‘right things’. From our publishing perspective it would be tempting to look only at safe books – rearranging established best practice into easier, shorter or simpler reads. Instead though, everyone at our meeting sees that we need a focus on innovation and stretching our industry.
Of course we need to be financially successful with enough of our projects, and we have work to do on building a firm base to take ourselves – and our industry – forwards. But I am proud that the books we have already managed to publish contain real industry innovations and new perspectives – both on service management as you would expect but also into wider topics such as organisational change.
So, I came back feeling the need to write down how much work people put in – for nothing – last week. I’m not claiming I did that much, but lots of work was put in, and even more commitments made to keep the momentum going and I felt that it was a few day’s work I was proud to have been a part of and an effort worth recording here. In some later blogs I might relate more about other aspects of the trip - like using budget airlines and the change in perspective of value that goes with that.
So – please go read about what we have already managed (6 books published, quarterly magazine, whitepaper competition etc.). You can find out about the books are – and read the magazines for free by going to http://www.itsmfi.org/content/publications. If that gets you interested in how you can get your ideas written up and out there then get in touch. My portfolio responsibility is ‘Authoring’, so I would love to hear from you. We are keen to find new authors, for whitepapers, books or articles – and happy to offer any level of support you might need – from final review through mentoring and even to co-authoring or ghost writing.
By my next blog, I will be back in successful company mode, but it is good to remember that the commercial companies also live in and benefit from the wider community. It is good to see that being recognised through sponsorship and support. IBM sponsored the meeting last year - this time we had support from TSO and BTC. massive thanks to those companies. With more support next year we should have more people and achieve even more.
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  ibm itsm measurement itil ivor itsmf tivoli 2,336 Visits
People seem to like a thing to be right or wrong. Yet the older I get the more it seems to me that very few things are totally right, and that there is rarely only one right answer to real situations.
David Ojalvo 060001CNQC DAOJALVO@US.IBM.COM Tags:  center partners knowledge tivoli 1,961 Visits
A colleague of mine just introduced me to another great Tivoli resource for Business Partners. The Tivoli Knowledge Center is a great place for partners to get the training and skills to successfully sell, service, and become certified on our most important and strategic IBM Tivoli product lines. It includes marketing tools, as well as technical, training and sales resources.
For those partners who are new to the Tivoli family, there is a very intuitive "Getting started with Tivoli" section. For the 'seasoned veterans' who already have a relationship with Tivoli, there are quick links to sales kits, sales plays, and incentives.
One of this month's top stories will point you to the Business Partner Summit presentations from Pulse 2012. Within that page, you can find a link to the "Small Deals Equals Big Revenue" charts that were presented by Tamara Crawford and Michele Payne to an audience of about 60 partners at Pulse 2012. I was fortunate enough to attend that presentation in Vegas, and got some great insight from the presenters and the partners, who offered up a lot of great questions and comments.
The Tivoli Knowledge Center can be found within the PartnerWorld web site so feel free to share this resource with YOUR colleagues!
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  itil complaints tivoli itsm ibm service-management ivor 3,115 Visits
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  itil ibm service-management itsmf tivoli ivor 1 Comment 5,034 Visits
Today we trust computers – literally and unconsciously with our very lives. I was reflecting on this level of trust when I got £50 of cash out from my local ATM and declined the offer of a receipt. Seems I now have total faith the computer systems will ‘get it right’. I’ve come a long way from keeping all my own cheque books to cross check against later bank statements.
Now, combining that faith with a little healthy British cynicism, and triggered by watching the Olympics tennis finals on TV, a mischievous but irresistible thought came to my mind.
It used to be that when a ball hit the ground near the line we relied on the human eye to say whether it was ‘in’ or ‘out’. That caused disagreements and discussion – and - in tennis often - sulking, swearing and the full range of petulant behaviour.
Nowadays that is all replaced by referencing the technology. When there is doubt – or one of the players questions a call - then we simply ask the computers. What we get then is a neat little picture representing the appropriate lines on the court and a blob showing where the ball had hit. So, problem solved: disappointment still for one player but, so it seems, total acceptance that the computer is right. After all it is an expensive system working away inside a very expensive box – must be right, mustn’t it. Or to put it another way ‘computer says in’, who would argue?
But what occurred to me is this. All we can actually see is some boxes around the court, and a stylised display with a blob on it. That could be delivered by one person with a tablet showing the court lines and them touching the screen where they think it landed. Very cheap and still solves all the arguments because – naturally – everyone trusts technology don’t they!
Now – of course, and before anyone calls their lawyers – I am not suggesting for the merest moment that there is the slightest possibility of such a thing happening. But it’s fun to think it might be possible. There is little public awareness of what accuracy the system – and here I presume it does really exist – works to. If you dig around on the web you can find out (the answer by the way for tennis is 3.6mm). You also find out there is some very minor grumbling and questioning going on. But that seem at geek level – in everyday use the audience stands instantly convinced.
So, thinking it through there are a couple of interesting consequences to real IT life:
I guess my big issue is to wonder how comfortable we are – as the deliverers of the technological solutions for our customers – and especially our users - to have such blind faith. Of course, people being the irrational things they undoubtedly are, that blind faith in the detail is often accompanied by a cynical disregard for overall competence – think faith in ATMs and on-line bank account figures with the apparent level of trust in the banking industry as a whole.
As a little codicil to the story, I registered with anew doctor yesterday – the nurse asked me questions, took blood pressure etc and loaded all the data she collected into a computer. The system was clearly ancient, with a display synthesising what you typically got on a DOS3.0 system. First thought: ‘OMG why are they using such old software, that can’t be good? Second thought: ‘They’ve obviously been using it for years, so they really understand it, have ironed out all the bugs and it does what they need. It ain’t broke so they aren’t fixing it’. But my instinctive reaction of suspicion of it for not being pretty was there and I had to consciously correct myself.
Would you as a service provider prefer more questioning of what you package up and present to your customers and users, or are you happy to have that faith? My own view is that the more blind faith they have in you, the more the retribution will hurt if things do go wrong. Or perhaps that’s just me being cynical again?
David Ojalvo 060001CNQC DAOJALVO@US.IBM.COM Tags:  software execute tivoli to partners ready business ibm 3,090 Visits
I recently discovered ANOTHER great resource for IBM Business Partners. The IBM "Ready To Execute" initiative, which was originally launched internally to improve the quality of our marketing campaigns and drive higher quality leads, has been extended to Business Partners. In a nutshell, Ready to Execute is a web-based model that provides the foundation and all the elements for launching an effective marketing campaign, including multi-touch e-mails, telemarketing scripts, digital strategies, and compelling offers.
As I began researching all the specifics of the program for our Business Partners, I stumbled upon a blog post from one of my colleagues in Software Group, Jacqi Levy, who has done a fabulous job of summarizing the benefits of the program, as well as providing a great overview on how Business Partners can get started on launching a campaign. Nicely done, Jacqi!
And those who want to jump right in and start executing can go directly to the Ready to Execute campaigns that are specific to the Midmarket !
Noah Kuttler 110000SVNJ email@example.com Tags:  linked-data cloud tivoli service-management oslc-series oslc 3,857 Visits
The following article was written with significant contributions from Cameron Allen, Pierre Coyne and Beth Sarnie
Question of the day: why is IT agility so darn elusive?
Follow up question: after spending multiple millions in technology to improve service delivery, quality, and productivity, why do so many line of business executives perceive that IT is still not moving "fast enough?"
Silo'd information presents a big speedbump to agility. According to the 2012 IBM study of CEOs, high performing organizations are able to access data 108% more, draw insights from that data 110% more, and act on that data 86% more, than their underperforming peers.
Which brings us back to the specific problem: Information exists, but it is not shared. Information remains trapped in silo'd tools and departmental applications. It's not only not moving "fast enough," it's not moving at all.
If you agree with ITIL and related methodologies, agility is directly linked to your IT processes. So while we can improve process methodology and connections across roles and functions, and within specific technology siloes with tools, if the data and resources can not be freely shared across process-enabling tools, then its all for not.
Going one level deeper, what is the cause of this 'information black hole', where data enters tools, and is never seen again? Your reality is that you probably rely on a mix of multi-vendor tools. Those vendor tools rely on proprietary APIs for integration and trying to make tools with different APIs communicate requires the IT equivalent of a team of United Nations translators, where each is an expert in their applications main language (API). Once successful, the herculean effort can create a constant maintenance cost, and might not work well in the end - things will be lost in translation. That said, even single vendor tool suites are notoriously difficult to integrate.
So what can be done?
Stop for a moment and consider the best example that demonstrates simplicity of integration on a massive scale. It's the Internet. With the Internet, you can get information from millions of different web sites and all you need is a browser.
So for argument's sake, if tools are the equivalent of web sites, then all we need are links to connect two tools. We can take that one step further, borrowing principles from social networks like LinkedIn or IBM Connections, where we can search for one person, and see relationships to other people (making searching for data across tools much easier).
That in essence is OSLC (Open Services for Lifecycle Collaboration): A set of open, community agreed upon specifications for linking tools using web technology. (And before you ask, no. It's not a standard, because apparently standards alone have not done the job)
Data from any vendor tool is registered in a directory like a search engine, where other tools can find it, its relationship to other data, and access it via simple web link technology. Not similar to the Internet, but exactly like the Internet.
What that means is you can easily interconnect tools and processes. You can even replace tools with competitive tools - eliminating vendor lock in. It also means you can re-purpose one integration across a series of 'like' tools. "Write once, reuse-many" inherently applies here. All of this translates into simpler and faster access to information by people and tools, better analytics leading to better decisions, and better automation of workflow.
Now, IT will be seen as agile.
No longer elusive.
This is the first in a series of articles we will be posting about OSLC. Feel free to leave your comments below. Be sure to listen to the podcast we did for OSLC on the Tivoli User Group - TUC Podcast: OSLC Series - Learn how Tivoli’s enhanced architecture strategy will help you simplify integration across products – IBM and Other Vendors, and don't forget to follow us on Twitter @servicemgmt.
Also, stay tuned to the blog for more in our series of articles about OSLC.
Noah Kuttler 110000SVNJ firstname.lastname@example.org Tags:  oslc-series oslc linked-data service-management jazz cloud tivoli collaborative-lifecycle-m... 4,650 Visits
The following article was written by Cameron Allen, Pierre Coyne and Beth Sarnie and is the second in our OSLC series.
In non-acronym speak, what I'm saying is that the future of service management has arrived in the form of Open Services for Lifecycle Collaboration.
But, what is OSLC and what does it have to do with you?
If you are a user of service management tools of any kind, or rely on information from tools to do your job, then you probably know that finding the right information is half the battle, and getting realtime access to that information when it is not under your direct control can feel next to impossible.
OSLC means you can now leverage the simplicity and ease of web links to both find and share information across your management tools (be they IBM, or any vendor tools).
Just as web pages can be linked on the Internet, data can be linked together from one application to another – creating an application ecosystem where applications don't care what vendor they're from. They look up who has the data in a directory, and jump right to it.
OSLC is not something new, and Tivoli is not the first to adopt it for integration. If you're an IBM Rational user, you may already be a believer. IBM Rational, its users, and an extensive ecosystem of partners have been using OSLC to successfully interconnect the application lifecycle for years.
In fact, Rational Jazz is the realization of OSLC community specifications and shared services in an open platform that anyone can use to interconnect the application lifecycle. Rational just delivered their 4th incarnation of the integrated product offering called Collaborative Lifecycle Management based on Jazz.
Tivoli is now leveraging these same principles to help break down silos of information across the end-to-end service lifecycle. That means expanding the notions behind Jazz from service design and development to now include service delivery and management. We call this Jazz for Service Management.
Take for example, problem management. In order to diagnose and resolve a given trouble ticket, the problem information must be gathered and aggregated from multiple sources. We may need information pertaining to the application topology, the health of a system within that topology, outages or events that may be affecting the application, the CPU utilization, the versions and configurations of the hardware and software that this application is dependent upon. I could go on...
The problem is that all of this information lives in different places. You can either call around to the various owners of that information, or you pay a business partner to learn the API of the tool in order to get to the data, or you can have a highly skilled, in-house resource write the integration. These options require extensive expertise in vendor-specific APIs and lots of maintenance to keep them current.
OSLC utilizes community defined specifications for sharing and linking data applied to specific service management scenarios so that in a critical outage scenario, all relevant information relating to that outage can be accessed in real time from any number of sources, displayed in the context of that problem, in a single integrated view, with related actions that can be taken.
The difference is simplicity. You might be able to do this this now with a lot of experts and time but OSLC delivers simplicity.
And, most importantly, because OSLC uses community specifications for service management scenarios, integrations can be built once and applied across multiple 'related' OSLC-enabled tools. "Write-once, Apply-many."
For more information, listen to this podcast on the Tivoli User Community. This podcast provides a deeper insight into the next generation of service management built using linked data.
Also, at Pulse 2012 (video link), developerWorks' Scott Laningham is joined by Don Cronin, program director, Tivoli Technical Strategy and Architecture; and Mike Kaczmarski, IBM Fellow and Tivoli Chief Integration Architect to discuss the Magic of linked data.
David Ojalvo 060001CNQC DAOJALVO@US.IBM.COM Tags:  financing partner msp business tivoli smartcloud ibm 1 Comment 5,081 Visits
As I began to read through the press release about IBM's new initiatives to help Managed Service Providers (MSP's) in the cloud space, it suddenly struck me - this is a great opportunity for ALL parties involved.
For MSP's, IBM is providing a bundle of services and support in the way of marketing skills, technical expertise and financing options. On the marketing side, MSP's will have the ability to better target their customers and generate demand for their services through IBM education that includes topics such as developing effective marketing plans and exploiting the burgeoning social media space. Additionally, MSP's can sell IBM SmartCloud services under their own brand names. On the technical side, MSP's will have access to four new "Centers of Excellence" (located in China, Japan, Germany; and New York City) where they can collaborate with IBM technical experts to build their cloud services, and connect with other IBM ISV's. In terms of funding their efforts, IBM announced a financing offer which includes 12-month, 0% loans for IBM Systems, Storage and Software, and allows MSP's to defer payments for up to 90 days.
For end-users in the SMB space who often lack the necessary IT skills, this is a great opportunity to leverage local technology providers and take advantage of a cost effective "pay-as-you-go" model that cloud computing affords them. In addition, end-users will have the confidence of knowing that the services provided were built on an IBM platform.
Finally, for IBM, this is a great opportunity to expand its cloud ecosystem, and leverage the growing population of MSP's, who are continuing to gain traction in the cloud computing space for SMB's.
Here's the link where MSP's can go to sign up