Service Management And Business Agility
Noah Kuttler 110000SVNJ firstname.lastname@example.org | | Tags:  predictive-analytics bizagility devops service-management ism bsm business-agility
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Do not adjust your web browser. Today's blog is by a guy who is from Tivoli and he's gonna talk about service management and how Tivoli was involved in the October Business Agility launch.
While service management may not be your focus area, it's always important to have a sense of the larger organization. How, in this case, IT is working with the business and with development groups and how that will ultimately affect the work that you do.
At IBM, we define service management as Visibility. Control. Automation.™ (VCA)
VCA is what is needed to deliver quality services, manage risk and compliance, and accelerate business growth.
For this launch, previous blog entries did a good job of laying out the types of customer pains we are addressing which is why I'm going to skip ahead a bit and focus on two of Tivoli pieces: Predictive Business Service Management and Collaborative Development and Operations.
For Every Process, There Is An Equal And Opposite Process...Or Not...But How Would You Know?
Understanding Predictive Business Service Management means first understanding Business Service Management.
When we talk about "Visibility" with service management, it's not just about seeing the IT services (what we in the business call "monitoring.").
Monitoring is IT-centric and very 1990's. What IBM does with Business Service Management is to provide the business and IT Visibility into the services they are providing to customers.
This is important because it provides the proper business context so that both IT and the business teams can accurately see the complex relationships their services and supporting technology infrastructure have with each other.
Understanding the dependencies, on both side, makes for better planning and more important it makes for better...here's that word again...Visibility into the services being utilized.
The new version of the Tivoli Business Service Manager (Announcement 211-444) has role-based dashboards with easy self-service, drag & drop capabilities to customize a user’s visibility into key service health indicators, KPIs, and business or IT detail required for their role or tackling a current issue.
Like That Dude In The Dead Zone, But Not A Dude...And For Services
So, Visibility. It's a good thing.
But how do you prevent costly service disruptions and outages before they occur?
What type of "early warning systems" can be put in place so that IT and the business can have increased confidence in the service level agreements (SLAs) that they have established for their services?
One of the answers is Predictive Analytics.
Specifically, finding potential problems that IT may be unaware to look for and recognizing them with enough time to take the appropriate measures to correct them before they become an actual problem.
IBM previewed a new solution for Predictive Business Service Management called IBM Tivoli Analytics for Service Performance (Announcement 211-468) that will address this need in the future.
Development And Operations, AKA The World's Finest Services
Much like IT and the business need to be communicating with each other, so too do the Development and Operations teams.
One of the core aspects of Business Agility is getting new applications and services to market quickly across their complex infrastructure. One of the biggest problems associated with doing this is the handoff that takes place between Development and Operations teams.
Which is why companies that can do it faster, without the risk of down time, have the competitive advantage.
When Development and Operations collaborate. When they use the same tools across the development, deployment and management of these services. When there is communications across the teams, it leads to reducing the risks associated with service delivery and will increase the speed at which they are able to deploy.
The integrations that Tivoli has done with Rational across a number of our software solutions enable these teams to work together to provide this level of Business Agility to the organization.
Our team has put together a nice group of web pages that cover the Tivoli piece of this launch in great detail.
It's worth passing along to your IT manager and if they are interested they can contact contact your IBM sales rep or one of our Business Partners using the Business Partner Locator website for more information.
Thank you to Shaku and Ryan who let me post on this blog today. We now take you back to the your regularly scheduled blogging.