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
In response to: Travel tips for Pulse 2010
Thanks for the travel tips, Tiffany! I packed my umbrella and am
looking forward to seeing you at Pulse tomorrow.
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.
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.
Two tastes that taste great together.
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.
I wanted to better understand the new IBM Tivoli Foundations offerings for mid-sized markets. After going through a few presentations, here are my key takeaways.
IBM Tivoli Foundations solutions are:
- Designed and priced to meet the needs of mid-sized organizations.
- Built on the Lotus Foundations core platform which provides advanced disaster recovery, hands-off protection, and automated disk back-up.
- Made up of fully integrated management software that is easy to install and configure for improved time to value and return on investment.
- Provide an appliance-based entry point into the IBM Service Management portfolio
Tivoli Foundations includes two appliances announced on August 14, 2009: IBM Tivoi Foundations Application Manager and Tivoli Foundations Service Manager. I've included a quick recap of both below:
Tivoli Foundations Application Manager
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.
IBM Tivoli Foundations Service Manager
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.
For more information, check out the datasheets IBM Tivoli Foundations Application Manager, and IBM Tivoli Foundations Service Manager.
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
11th, 2011 8AM - 8PM Eastern USA for the next Global Tivoli User
Community Ask the Experts Online Jam (ATE)!
The Global Tivoli User Community (TUC),the largest online and offline
community home for all Tivoli and Maximo professionals is presenting a valuable
opportunity for YOU to connect
with real world IBM experts and have
them answer your questions on a range Tivoli and Maximo products on May 11th
through the "Ask the Experts Online Jam".
is the "Ask the Experts online Jam (ATE)", and how does it work?
Go here to learn all of the details on how the
ATE tool works.
What topics will be covered during
Application Management & Monitoring
Change & Configuration Management
Cloud computing - service management solutions
Network, Service Assurance & Event Management
Server & Provisioning Management
Service Desk & Service Catalog
z/OS Systems Management
What time is the ATE Jam session?
- Eastern USA - Wednesday, May
11th, 2011 at 8:00 AM - 8:00 PM
find the time in your city check out the World Clock meeting planner website.
of questions can I ask?
Click here for more information and to view the archives from previous ATE Jams.
in this online jam session you must be a registered member of the TUC. Please register now!
become a member you can join a local or virtual user group, take advantage of
our online education and certification resources as well as our networking and
benefits include; Pulse Conference Discounts codes; 40% Discount on Tivoli
books from IBM Press, Free certification testing at local user group meetings
and much more!
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 :-)
*Know more about IBM Client Reference Program to benefit and grow
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.
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
"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.
In response to: Service Management vs System Management - Selling the Benefits of IT
By the way, congratulations on your new blog. I look forward to exciting service management topics yet to come! :)
Greetings! Today kicks off the series opener,
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.
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.
The direct-link to the RFE page on developerWorks is here and there's also additional information on the support site.
Additional Related Links:
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. Re: Content
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:
- Product integrations and how to streamline the workflow between test inventory, discovery, and provisioning
- Tools and processes to accelerate testing--Development has depended more on manual processes while operations has been using automated tools and processes. We hope to see presentations that talk about how clients have automated or plan to automate processes in order to get software and services out faster, resolve problems faster and get operations to work better with development—anything that automates, improves, and accelerates the process from build and testing to running and managing applications.
- Technologies, strategies, tips and best practices that help development and operations work together to deliver services and resolve problems faster
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.
In response to: Maximo Monday: Manufacturing Live Jam Coming Dec 1st
This 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.
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:
In response to: Growing up z - 2nd Installment
Outside-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
What role does something as historically old school as System z have to play in this big, bright new world?
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?
- Rational Asset Manager and Tivoli Change and Configuration Manager (CCMDB)
- Tivoli Service Request Management, Rational Team Concert, and Rational ClearQuest
- Rational Test Lab Manager, Tivoli Provisioning Manager, and Tivoli Application Dependency Discovery Manager
- Rational Build Forge, Tivoli Provisioning Manager, and Rational Automation Framework for WebSphere
Visit the Pulse 2010 Call for Papers
page to learn more about proposal requirements and how to submit your proposal.