In response to: Travel tips for Pulse 2010Thanks for the travel tips, Tiffany! I packed my umbrella and am looking forward to seeing you at Pulse tomorrow.
Cloud & Service Management blog
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  software pulse tips ibm pulse2010 travel smarter-systems rational ibmpulse tivoli service-management 1,792 Visits
Noah Kuttler 110000SVNJ firstname.lastname@example.org Tags:  innovate tivoli rational service-management 1,790 Visits
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
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  ibm service-management tivoli 1 Comment 1,702 Visits
I wanted to better understand the new
Tivoli Foundations Application Manager offers turn-key performance and availability monitoring for mid-market companies. It allows them to restore a service that is experiencing performance and/or availability problems with the shortest mean time to recovery possible.
Tivoli Foundations Application Manager also delivers real-time information allows an organization to visualize service performance and health across their network, server, middleware and application components enabling them to effectively manage risk and improve service quality.
Tivoli Foundations Application Manager helps clients optimize their resource allocation and reduce cost by giving them the ability to identify underutilized resources and reallocate them to support new business operations. At the same time, risk is reduced by anticipating resource over-utilization and generating proactive events and reports against resources that do not have the capacity to address growing business needs.
Tivoli Foundations Application Manager comes with out-of-the box best practice monitoring policies that track IT Infrastructure health against pre-defined thresholds. This allows organizations to quickly and proactively identify and respond to problems and issues before critical applications and customers are impacted. Overall service is improved by restoring the service or application that is experiencing performance problems with the shortest mean time to recovery possible using autonomic capabilities to fix problems before human intervention is even needed. Reducing problem determination time decreases cost and allows organizations to spend more resources focusing on business innovation and creating competitive advantage.
Tivoli Foundations Service Manager provides service desk capabilities that allow mid-size companies to handle help desk calls, track problems, and make changes that prevent existing problems without creating new ones. It also provides a self-service, searchable knowledge base that delivers fast answers to common IT problems.
In addition, Tivoli Foundations Service Manager delivers dashboards that provide real-time performance views and out-of-the box content including workflows, templates, key performance indicators (KPIs), queries and reports targeted for mid-size clients.
The Tivoli Foundations Service Manager appliance-based service desk solution helps mid-market clients reduce their costs by optimizing the productivity of operations personnel through its built-in problem solving tools, providing operations a way to increase the efficiency of its service support functions. The robust self-help portal which is populated with best practice resolutions to common problems, gives end-users a way to quickly resolve problems on their own without having to involve any additional personnel.
Managing risk is key to small and mid-market clients that have extremely limited IT skills in-house. The Tivoli Foundations Service Management solution ensures process compliance by integrating standards-based incident and problem management processes resulting in a repeatable and consistent service support process.
Tivoli Foundations Service Manager delivers streamlined standards-based incident and problem management processes that enable rapid service restoration and improved overall service quality. It provides real-time visibility to end users on priority, urgency, and impact of problems, incidents, and service requests. These built-in survey capabilities allow organizations to track and trend overall end-user satisfaction with their operations and creates a closed loop environment where overall service quality can continually be improved.
On July 1st, 2010 IBM announced plans to acquire BigFix, Inc.
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.
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.
Shradha Pradhan 270003G608 email@example.com Tags:  client-reference-program smarter-planet tivoli tivoli-case-studies 1,594 Visits
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 the list.
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 :-)
*Know more about IBM Client Reference Program to benefit and grow BIG!
Hope Ruiz 110000NU71 HRUIZ@US.IBM.COM Tags:  user_community ask_the_expert tivoli product_questions 1,568 Visits
More than 60 IBM Product experts, (Software Engineers, Architects, Designers, Consultants, Test Specialist, etc) have agreed to be "on tap" to cover a twelve hour technical Q&A "online Jam" this Wednesday, May 11.
Bring out your questions and let's keep these experts busy!
MARK THE DATE May 11
find the time in your city check out the
Click here for more information and to view the archives from previous ATE Jams.
Shradha Pradhan 270003G608 firstname.lastname@example.org Tags:  tivoli tivoli-success-story adc client-reference 1,462 Visits
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 to Tivoli® products.
Today, while working on Client Reference for Tivoli Storage Manager FastBack, I wanted to read more about this product and related case studies; reading materials of which were, of course, just a few clicks away. And, with a few more clicks and flips from one story to another I found myself glued to this one, “The Austin Diagnostic Clinic recovers critical data in less than an hour with IBM Tivoli Storage Manager FastBack software”, which I feel is worth sharing here.
"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.”
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 disaster.
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.
Service Management in an Uncertain Economy
with Gartner VP and ex-IBMer David Williams and Tivoli GM Al Zollar.
12:00 - 1:00 p.m. ET; 16:00 - 17:00 GMT
Audience: service management and asset management practitioners
Sign up by 11 a.m. ET: http://bit.ly/m5Uot
Upcoming Jams in the Series:
Note: Replays available within 24 hours and for one year.
In response to: Growing up z - 2nd InstallmentOutside-in-Design teams gotta love you: "Until we learn to manage the applications in the same way they are used, that is from the customer's perspective, we will continue to struggle with the reputation of IT as being a stumbling block to business instead of a driver of business." So, how about Cloud computing? This is top of mind lately as I've been working on the launch of the new Cloud computing community https://www.ibm.com/communities/service/html/communityview?communityUuid=fa3a3fd5-6d7b-48b9-b13b-ba25f3325dda What role does something as historically old school as System z have to play in this big, bright new world?
Would be something not called "RFE." Why? Where'd you think I was going with that?"
Seriously. The Request For Enhancements (RFE) is a new thing we're doing with some of our Tivoli products where not only can you create your own RFE, but you can comment on ones submitted by other customers.
You'll notice a trend of all sorts of new stuff we're announcing that are centered around building our community up with you; our customers.
The Service Management Connect site, discussed yesterday on the blog integrates the RFE, so if you've been there you've probably already seen it.
Additional Related Links:
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  manufacturing tivoli service-management maximo asset-management eam 1,363 Visits
In response to: Maximo Monday: Manufacturing Live Jam Coming Dec 1stThis is a really good line up of speakers! I'm posting this to the IBM Service Management blog so others will hear about it and be able to participate.
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  pulse_2010 tivoli rational service_management 1,321 Visits
Brian Bryson is the lead for Pulse 2010 track, Quality Management for Applications & Services. I talked with him to find out what kind of proposals he is hoping to see and I’ve included his comments below.
Any type of content that addresses the federation or unification of development and operations teams would be great. We want to hear about what organizations have done to bridge the gap between these teams.
We believe there are great gains to be had in better aligning development, testing and operations i.e. better quality and faster delivery of new products and services, faster problem resolution and improved business flexibility. We’re interested in presentations that talk about:
This is the first time Rational has had significant presence at Pulse, so we’re looking for a broad array of development topics—case studies, tips and tricks, process and strategy, and overview presentations—that will help operations professionals better understand and appreciate the challenges of software and service development. This kind of understanding will help create tighter integration across teams which will result in faster repair and replacement cycles, higher quality services, and faster delivery time.
Re: Who are good candidates for submitting abstracts?
We are looking for a good mixture of customer presentations. That’s our number one priority. The customers are living with and addressing the daily challenges of service delivery and upkeep and we would like to hear how they have tackled those challenges.
Business partners also are great candidates. They are out there working with the tools and forming the bridge between IBM and the customer. They have a great depth of experience and a unique perspective. We would like to hear more about the challenges they have addressed.
We would also like to hear from the developers behind the tools. This is a great opportunity to connect the customers with the people building the tools to share information and ideas that will help make the tools better.
Re: What makes a good presentation
What I think makes a great proposal is being able to say up front, “At the end of this presentation, the audience will walk away knowing this.”
A gold star presentation tells the before and after--here was our situation, here’s what didn’t work, here’s what we did, here are the measured net results. It wraps the story up with quantifiable proof i.e. it took two weeks less to produce a patch fix, or the cycle time for new applications was reduced by 20%.
A short, well structured presentation with a clearly stated purpose or exit criteria is what we’re looking for.
Re: Benefits of submitting an abstract for Pulse
Just being present in community of practitioners-- developers, partners, clients, people using the tools—is a huge benefit. Speaking invites collaboration. When you present, you get a seat at the table. It improves your stature in the community and you get feedback from your peers, industry experts and the developers behind the tools—and, as you all know, it never hurts to have the Email address for the guy who developed the tool you are using!
Click here to submit your proposal and plan to join us at Pulse 2010.
If you were in the Expo Center at Pulse for the past few days, you might have heard us mention the new ratings feature on ibm.com.
Much like our brothers and sisters in Rational, we're bringing product ratings to our portfolio.
You might have already noticed that on some of our product pages there's the ability for customers to rank our products and provide comments/feedback.
See the Tivoli Storage Manager page as an example.
Product ratings. Our Request For Enhancements (mentioned yesterday). Service Management Connect. They are more ways that we're working to build a community around our customers, our solutions and IBM.
Additional Related Links:
Matt Holitza is managing the Pulse 2010 track--Change Management for Applications and Services. I talked with him about the kinds of proposals he would like to see and have included his comments below.
What are some hot topics in the area of Change Management for Applications and Services?
We’re looking for presentations that show how consolidation of change management across development and operations can allow teams in both organizations to collaborate together to rapidly produce high quality products and services.
We’d also like to see stories about solutions that improve automation of application deployment to help support more rapid, less error-prone delivery of new applications.
In addition, we hope to include presentations that provide insights about application and service development. The Pulse audience will be primarily made up of operations professionals. The more we can educate and share information about development best practices, the easier it will be to build bridges with operations. We would like to see Pulse attendees go home and talk about how to improve alignment across development, test and operations to simplify the deployment of high-quality products, applications and services.
What are the benefits of speaking at Pulse?
The benefits of speaking at Pulse are many. Sharing information with your peers is invaluable—not only will you enhance your profile with your fellow practitioners; you will also gain insights about changes processes and solutions that will help you more effectively react to customer needs and deliver better quality software. In addition, you will hear first hand how automation can help you improve the efficiency of team and speed time to market. You will also receive a full conference pass ($1,995 value).
Who would make a good candidate?
We hope to hear from customers, partners, product managers, IBM Global Business Services, distinguished engineers, and anyone with cross product implementation stories. Presentations with documented benefits resonate well with our attendees.
What kinds of products will be featured?
Some of the product pairings that will be highlighted in the Change Management for Applications and Services track include:
How can I learn more?
Visit the Pulse 2010 Call for Papers page to learn more about proposal requirements and how to submit your proposal.