We didn't waste too much time with closing the deal on July 20th, 2010 and then cut to January 25th of this year and we announced Tivoli EndPoint Manager, built on BigFix technology (Announcement Letter: 211-048) would be electronically available on February 01.
There's a great press release that gives a high-level view of what this offering is all about (also on PRNewswire) and Angela Reese wrote a great blog about it as well.
Basically, this solution allows customers to manage and secure physical and virtual endpoints.
IBM Tivoli Endpoint Manager solution is positioned as the endpoint lifecycle management engine for integrated solutions that enforce efficient configuration compliance, optimize change management processes, and enable a self-request software management service for the end users.
IBM Tivoli Endpoint Manager solution monitors and enforces security and compliance at the enterprise endpoints, providing a single management platform for endpoint security and compliance.
Together with other IBM security offerings such as the Tivoli Access Manager for Enterprise Single Sign On, the IBM Tivoli Endpoint Manager solution provides comprehensive endpoint management and access control.
If you're coming to Pulse (and if you're reading this blog, you really should be coming to Pulse), you'll hear about this solution in a few of our sessions as well as be able to see it in the expo center.
And if you can't wait, here's a good whitepaper with more information.
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.
Festive jingles of December are already
here reminding us how quickly the year 2010 has flown off, with 2011 being just
a few days away. As I leave behind 2010, I would like to label it as one of my
most memorable years, mainly, because I became one of the employees of IBM, the
company which I’ve always admired for its rich history, innovative present and
a smart future.
December is also a month to plan
New Year’s resolutions and start executing them from Jan 1st; some
work some fail. I would want my 2011 to be a year of success, happiness and
satisfaction so that when it ends I can proudly say, “Yes, I did it”.
This, however, is on a personal
level but when ‘I’ becomes ‘We’, as in Organizations, how do we work out our
resolutions? I guess the perfect management of
service/asset/resource/information/time in a smartest possible way would top
When I say this, I feel happy
that I’m associated with the Organization which is leading the world in
providing smarter solutions with its varied products.
To be precise, as a Client
Reference Specialist* for Tivoli, I feel
proud to be associated with Tivoli Software-the service management brand of IBM
software group without which IBM Smarter Planet
strategy is incomplete, as Tivoli provides much of the software to facilitate
the management of all the smart processes, networks and grids that will bring
the smart strategy to completion. Tivoli Case Studies for Smarter Planet give an interesting insight on how IBM is successfully
providing smarter solutions to various sectors of economy.
Well, I’m yet to put on my
thinking hat and zero in on some of the smartest possible resolutions for the New
Year. If you’ve already done yours, how smart are your New Year’s Resolutions? Let’s
Think and comment below :-)
Eureka! Eureka! I’m
feeling like Archimedes for having found
amazing success stories in our Tivoli Success Story database. This might sound
like an exaggeration; but to tell you the truth, I can’t help but to celebrate
as each new day has been unfolding a new discovery (read: learning) pertaining
"Tivoli Storage Manager FastBack has
proven to be an outstanding solution for ADC and helps us to readily meet HIPAA
requirements regarding timely access to data.” — Ned Euwer, Systems and Network
Engineer, The Austin Diagnostic Clinic
Well, the quote by
Ned Euwer, above, must have already given you a glimpse of what the success
story is all about. Yes, it’s about how our product ‘Tivoli Storage Manager
Fastback’ helped our client, ‘The Austin Diagnostic Clinic ,’ to overcome their
business challenge of maintaining
the availability of electronic medical records and develop a disaster-recovery
plan that would help staffs quickly restore services in the event of a
The Austin Diagnostic Clinic (ADC), founded in 1952, operates medical
clinics in Texas. A leading influence in healthcare, ADC allows its patients to
gain access to a network of more than 110 physicians representing 23 medical
specialties across six offices located throughout Austin and Central Texas. To
support this major healthcare network, ADC’s IT operations encompass 110
servers, with 80 running Microsoft® Windows® 2003 Server and 30 running Windows
2000 operating systems. Numerous applications, the largest being an electronic
medical record (EMR) system, help ADC to deliver high quality care while
reducing healthcare costs. And, according to Ned Euwer, ADC’s entire operation
is dependent on having medical records available 24x7 and the loss of EMR would
cost them up to half a million dollars per day.
Hence, given the
impact of data loss, ADC’s challenge lied on addressing its backup and recovery issues. Apparently, this is where
our IBM Tivoli Storage Manager FastBack (formerly FilesX Xpress Restore) came
as just the perfect solution to overcome ADC’s challenge. Today, IBM Tivoli
Storage Manager FastBack software has been integral to the organization’s consolidation
initiative, that helped IT staff to recover much needed floor space in its data
center and reduce power consumption, by protecting 43 servers and approximately
2.5 terabytes of data, covering e-mail, file and print services, domain
controllers and the organization’s core applications and image stores. The
software is also installed for disaster recovery at a remote-campus facility to
help IT staff protect the organization against site disasters. The key benefits
include: Addressing stringent recovery objectives, Rapidly restoring data
and services, Reducing backup windows, Protecting operations in the event of a
disaster, and Helping simplify operations.
Interestingly, ADC staff can also set up new test systems within a day
so that the testing of new applications and services can begin sooner. This has
decreased testing time by up to 75 percent with testing processes now completed
in just one month as compared to between three and four months, which, I find,
is highly commendable given that “Health is Wealth”.
Since, our health and well being is the primary driver for our growth
and development, it makes sense that we would wish to live in a world of highly
organized healthcare system. Use the comments section to discuss your thoughts
on this success story or discuss how "Tivoli Storage Manager FastBack" is helping
you organize and manage your environment.
I’m a big fan of IBM’s mission of Smarter Planet. As
an IBMer based out of Bangalore, India, I get inspired by Big Blue’s rich history
and the impact it has been creating on the world’s business systems.
This week, India is celebrating the “Joy of Giving
Week” (JGW), a pan-India initiative started in 2009 to celebrate a “festival of
giving” to the needy and to our society, through various forms of giving: time,
skills, resources, money etc. JGW is held annually for a week, starting on a
Sunday and ending on a Saturday. These dates also contain Mahatma Gandhi’s birth anniversary on the 2nd of October.
Donation boxes are kept in IBM offices across all
the locations. Interestingly, as I was making a list of things to be donated to
bring in smiles into a few innocent faces, a thought occurred to me….. and then
my joy knew no bounds. I realized that to be associated with IBM, which works
towards giving back to our Earth with a mission of making it a Smarter Planet
through innovations in products and services, is a joy in itself. A joy of
giving to the world we live in, for our smart and sustainable living.
Further, I love my job which is working on our Tivoli Success Stories for our IBM Client References.Many of
these stories talk about the work that we are doing with our customers and
their implementation of Smarter Planet solutions.Our customers, using these solutions, are
having a significant impact on making our lives better and more fulfilling. And, YES.....I can see the ‘Joy of Giving’ being passed on from IBM to our clients and
to the world :)
We love our planet, Mother
Earth. Don’t we? As for me, having been born and brought up in a place so close
to nature, away from bustle of city, and having studied ‘Environment and
Resource Economics’ as one of the subjects in my Post Grad, these things have
always been the driving forces behind my love and fascination towards Mother
Earth. And, since Mother Earth is inseparable from the technological revolution
and innovations happening around us, it gives me a proud feeling to be an IBMer
who works towards Big Blue’s mission of a Smarter Planet.
Visibility, Control and Automation™ is how
IBM defines service management which, when obtained for the smarter business infrastructures and end-to-end service
chain, can take any business to its zenith and contribute in making our
Mother Earth a Smarter Planet.
IBM’s Tivoli® Software places
IBM in a unique position to help the clients provide smarter solutions and the
expertise needed to design, build and manage a infrastructure that enables them
to improve service, reduce cost and manage risk.
Not long ago, while surfing
through our case study database, I stumbled upon a Tivoli success story that
caught my attention and I’m happy to share the same with our readers here.“Schweizerische
Bundesbahnen (SBB) Leverages rail system and network transparency to keep
trains on schedule”. Wow, the title looked so fascinating to me and that might
be because I’ve had many not-so-good-train-experiences, delay in arrival or
departure and the likes (which I always dislike).
(SBB), or Swiss Federal Railways, is Switzerland’s leading transportation
company.SBB transports over 800,000
passengers and more than 220,000 tons of cargo each day, maintains 3,011
kilometers of track that connects more than 800 rail stations and also a large
construction organization that engages in roughly 5,000 construction programs
each year. However, due to inefficient monitoring systems, a one day system
problem in 2005 had stranded nearly 200,000 passengers, costing almost US$5
million. Hence, SBB was looking for a more aggressive service management
strategy to prevent future events of this type and operate 9000 trains a day
without any hassles.
customizable user interfaces that increase network transparency, and helps
support staff to be better informed about infrastructure health. 2.Leverages proactive management and automated
alert systems to recognize and repair more than 50 percent of issues before
they can impact operations. 3.Increases the availability of SBB’s train
network by approximately 2,000 minutes per month - therefore saving
approximately US$2.3 million each year.
Martin Schaeren, Head of BU
Service Management, Swiss Federal Railways (SBB), is all praise for IBM, “Trying to manage 3,000 kilometers of track
is a particularly daunting task. But, by leveraging our new IBM solution, we’re
able to see our entire infrastructure clearly and respond to problems before
they can affect our operations.”
Well, a commendable success
story indeed. We, the IBMers, sincerely, wish that all the railway systems of
our world become ‘smarter’, sooner than later. What say?
When I saw Tom Cross give a talk at Innovate 2010 in June, I was first struck with the nonchalance with which he spoke of the black market business of Internet data. I could not have been more intrigued if I were watching a movie adapted from a John Grisham novel. He seemed to have some emotional distance from what creeps most of us out about our mail. And I’m not even talking about email. I mean the good old-fashioned USPS mail. I KNOW I am not the only one who has worn out a few paper shredders thanks to Citibank, Chase, and the like.
The second thing that hijacked my thought train for more than a few moments was how network vulnerabilities are created for the explicit purpose of learning cyber criminal behavior. Like signing up for as much spam as you can. Sure it makes sense to me now. But I am still vaguely uncomfortable talking publicly about threat and attacks. It seems akin to Batman and the Joker building websites to promote their plans to outsmart the other. What was I not getting? By now I was considering slipping quietly out of the room to silence the voice in my head saying I had been foolish, very, very foolish in my confidence as a clever and vigilant consumer of Internet Things.
Realizing that I had some mental catching up to do, I stayed for the lasting impression that could keep me awake at night: just how easy it is to steal digital data. As I struggled with the impartial irony of how enormous yet simple a cat and mouse game Web App security is, visions of Tom and Jerry danced in my boggled brain.
That was a cheap ploy for me to work in a comment about how excited I am that Austin is well on it's way to getting a Formula 1 track (Statesman).
Shameless? Or brilliant? You make the call
Anyhow, the title is a pun on the Random Access Compression Engine™ (RACE) architecture that is a part of the Storwize offering that IBM recently acquired.
I want to welcome all the Storwize employees to IBM (hello!) and let our customers know that this is some pretty tight technology and it's worth reaching out to your IBM sales rep or business partner to learn more about it.
Storwize provides real-time data compression technology to help clients reduce physical storage requirements by up to 80%*, which improves efficiency and lowers the cost of making data available for analytics and other applications.
Here are three good links for more details on the aquisition as well as a quick video featuring Doug Balog, Vice President of IBM Storage.
All you have to do is create an original video that describes how your Tivoli software products have helped your company solve a problem, improve performance or deliver business value.
No, you won't be eligible for the 2011 Academy Award nominations (not even for documentaries), but you will be eligible to win an Apple iPad, iTouch, iPod Nano, $100 gift check, or $50 gift check.
Get started today - the deadline for contest submissions is August 16th. Winners will be announced on September 21st. (You may want to start thinking about what you're gonna wear). In the meantime, you'll want to read this article with the contest details.
But be forewarned - Hollywood may come a-callin'...you may need to get yourself an agent.
Signing off for now, Your friendly roving Integrated Service Management Reporter
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. .
As businesses and governments continue to develop and design products and services that are increasingly interconnected, IBM is working with clients to help them build the competencies to manage these products in smarter ways. This week at Innovate, the Tivoli and Rational teams, delivered several sessions to the agenda that demonstrated to the software developers, clients, and business partners how to design develop, deploy an manage smarter products by linking development and operations using Cloud technology. I was thrilled to see the level of interest and enthusiasm from the audience for Integrated Service Management. Many of the sessions were standing room only, including the track kickoff, which had to be moved to a larger room! Sessions that were not SRO were also very popular with nearly full rooms.
We were lucky to capture Bala Rajararaman, Tivoli Distinguished Engineer and Top Gremlin-Buster, along with Moe Abdula from Tivoli Development, who shared their passion for Smarter Products and Services by integrating the tools, processes and data of development and operations.
During the late 90's, I worked for a company that sold Java components and had the opportunity to do a demo in front of a sea of developers at a large Java conference in New York city.
I must have tested my demo about 20 times the night before and everything worked perfectly before I put my head on the pillow.
You can see where this is going, right? The next day, in front of at least 70 people, my demo crashed so hard that I might as well have been wearing a nametag that said "Colt Seavers."
I can't tell you what happened between my brother's apartment and the Javits Center.
Gremlins? Maybe. All I know is, one minute the thing was working. The next, it wasn't.
It's the same thing with many of our customers. They develop products and services and test the heck out of them, then deploy and those darn gremlins seem to just spout up out of nowhere.
With Integrated Service Management, IBM provides customers with a means to address their pain points with regard to the service lifecycle. Specifically, Integrated Service Management for Design & Delivery is about the design, delivery and management of software engineered into intelligent devices and services.
It's the alignment of information, processes and workflow across architecture, development, testing and operations teams.
From brainstorming the service or product, to development, testing, to deployment and maintenance and rolling out future features - it's about breaking down the silos between development and operations. And yes, it includes new technologies like Cloud computing.
Here's a good example: customers developing and testing new applications built on SOA need a way to simplify the process of troublshooting (and resolving) issues once this application is deployed into production.
One way that IBM is able to address these problems is with integration of solutions such as IBM Rational Performance Tester and IBM Tivoli Composite Application Manager (ITCAM).
ITCAM is a tool that can be used in both the test lab and production environments to isolate the root cause of the problem, right down to the specific code, and feed that information back to Rational Performance Tester.
By doing this, the testing staff can replicate both the test lab scenario and the production problems and if it takes more than just a configuration change they can feed those details back into the development tools and correct the problem at the code-level based on what has been identified.
In a nutshell, we describe it as, "Service lifecycle integration that links data and work flows."
It's good stuff and this is only one example (out of quite a bunch) where we have service lifecyle integrations across Rational, WebSphere and Tivoli software that enable organizations to bust the gremlins that inhibit continual service improvement across the end-to-end service chain.
Speaking of busting gremlins, a guy who saw a gremlin back in the day was William Shatner; star of "Nightmare At 20,000 Feet" (Twilight Zone) and former conference speaker for Rational's big customer event.
So it shouldn't surprise you that I'm gonna bring this back around IBM's (and Rational's) premier software and product delivery event; Innovate 2010.
If you were at Pulse 2010, then you know that we've been talking about Integrated Service Management for much of this year and it's going to continue this weekend at Innovate 2010.
Keep an eye on our next blog post where we'll have all the details of where you can expect to see Integrated Service Management at Innovate 2010.
And if you're not attending, not to worry. The Rational team are putting a ton of the information (including live streaming for Keynote sessions) on the website
Today's software architects must do so much more than just build, deliver and manage...they must innovate. Increasingly, IT is charged with enabling business and seizing new opportunities to create unique, competitive advantages for the business through a more responsive and cost-effective delivery of IT services.
A tall order, for sure, but have no fear! Your ticket to learning just how you can do this is at Innovate 2010 - the premier software systems and services event; specifically, by attending the Integrated Service Management track. This track will demonstrate how you can effectively utilize information, assets and technology across the service lifecycle by integrating tools, processes and functions across enterprise architecture, development, testing and IT operations teams.
This track will also shine the spotlight on how IBM Rational, the platform for software delivery, is linked with IBM Tivoli, the platform for service management...and how organizations can incorporate Integrated Service Management throughout all phases of the service lifecycle, creating robust processes for producing innovative products and services and making those processes as efficient and cost-efficient as possible.
Hmmm...sounds like a can't miss event to me! Check out this article to learn more about Integrated Service Management at Innovate 2010 - and how linking IT development and IT operations can help drive down costs and drive up efficiency in exactly the ways organizations need most - to innovate best. Register today!
Signing off for this week, Your friendly roving Integrated Service Management reporter
What I am about to share here is a true story about Integrated Service Management. I changed the name of the customer to Customer because I didn’t ask permission to use Customer’s real name. So you’ll just have to believe me :oD
Oh, What a Better Web We Need
Once upon a time, Customer needed to test the interoperability of hardware, software, operating systems and customer solution stacks for new product releases. Customer needed to coordinate multiple global teams working on an abundance of machines. With thousands of operating system instances in test, Customer faced an enormous management challenge. Growth over time resulted in homegrown tools from many teams that did not interoperate, making data collection difficult. Visibility into tasks assigned to global teams was limited, and often resulted in duplicate testing and lost productivity. In addition to standardizing tools and improving workload tracking and visibility, Customer sought to automate as many repetitive processes as possible, improving productivity and freeing up engineers for more complex testing work.
Integrated Service Management to the Rescue!
The solution for Customer included a RaTivo integration of Rational Quality Manager (RQM) and Tivoli Provisioning Manager (TPM) to allow automatic provision of test machines with the required test configuration, saving Customer manual work and time from request to provision. Additionally, Customer applied Rational Test Lab Manager and Tivoli Application Discovery and Dependency Manager (TADDM) to discover available test lab machines and display the list in RQM, saving Customer test time as all the information is displayed one tool.
All’s Well that Ends Well
You can’t argue with these results. Customer directly benefited from Integrated Service Management by:
Eliminating an estimated 20 percent of testing duplication
Increasing visibility and automation allows better allocation of shared equipment, reducing hardware requests
Locating available test machines for testing without the need to learn a new tool or collaborate with the operation teams.
Automating provisioning of new test configurations on available machines, speeding the test cycle.
Enabling managers to pull their own custom reports, thereby improving visibility and coordination.
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:
Speed up the deployment processes and maximize resource utilization with automation solutions
Reduce cost and improve efficiency with Visibility and Automation brought about by the integration of Rational and Tivoli
Fully realize the benefits of newer technologies such as virtualization, cloud etc in the dev and test processes that will improve TCO and efficiency
Create a robust dev and test processes that will have minimal chances of failure and cause an outage
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.