IBM Tivoli offers the power to manage your SAP and non-SAP environment, through enhanced Visibility, Control and Automation.

1. IBM Software
Tivoli
The importance of
effective SAP solution
management
Improve service levels and reduce cost
Many enterprises depend on their SAP application landscape as never
Overview before. For example, how would a retailer relying on end-to-end SAP
solutions be able to manage pricing, stock and cash flow without
Gain control rock-solid systems?
IBM Tivoli offers the power to manage
your SAP and non-SAP environment,
through enhanced Visibility, Control and Multiple interlocking systems play essential roles in the integrated
Automation. The objectives are to cut enterprise. SAP applications may provide core business services,
service management cost, reduce
alongside human resources, payroll, business intelligence, messaging,
business risk, increase service levels and
deliver enhanced business information. email and other purpose-designed industry solutions. In turn, the
software depends on the underlying infrastructure – the physical
servers, storage, switches and devices that allow information to be
captured, managed, analyzed, stored and archived.
While many applications and devices include a degree of management
capability, what’s missing is the ability to collect, understand and act on
enterprise-wide data from multiple sources, and provide an integrated
view of operations and infrastructure. Tivoli service management
solutions help users to manage, monitor and control even the most
complex and sophisticated IT infrastructure, based around the three
principles of Visibility, Control and Automation (VCA).
Managing the SAP environment
• Visibility delivers targeted business, compliance, and operational
dashboards that provide real-time information to monitor performance
against objectives.
• Control offers integrated management solutions that help discover
and utilize assets to the fullest possible extent.
• Automation enables organizations to build agility into their
operations in key areas such as software provisioning and data backup
and restore processes, requiring as little direct supervision as is
organizationally appropriate.

2. IBM Software
Tivoli
Visibility, Control, Automation
Visibility
In the heterogeneous SAP environment that exists in almost all large enterprises, providing high-level service
visibility may not be easy with multiple, independent management tools. Tivoli addresses and solves precisely this
challenge.
In order to meet stringent Service Level Agreements (SLAs), IT organizations need the ability to identify the
underlying application or infrastructure component causing the issue, and take action. Tivoli is able to monitor
composite application transactions from end to end, through to the underlying applications and infrastructure. By
monitoring at both the composite and component levels, Tivoli enables performance issues to be resolved rapidly
and resource issues to be rectified.
Tivoli offers a business-oriented approach, which maps infrastructure performance to SLAs. Information
dashboards give business executives and IT specialists a clear view of performance against target, and how the
underlying infrastructure impacts on achieving SLAs. Tivoli offers integrated monitoring of Key Performance
Indicators (KPIs) and of SLAs, even where the KPIs and SLAs rely on multiple separate systems. Visibility and
dashboard information generated by Tivoli helps managers to optimize resources, closely aligning IT
infrastructure to business objectives.
Tivoli provides visibility of the entire IT landscape, integrating data from SAP Solution Manager and other tools,
and providing a single point of control for SAP and non-SAP applications. For example, SAP Solution Manager
provides content that helps to discover and monitor implementation of new SAP components and upgrades. Tivoli
Application Dependency Discovery Manager (TADDM) is able to discover the SAP Solution landscape data, and
extract and display it in the context of the dependent systems and workflows, to ensure that external impacts are
highlighted, understood and actioned.
Working alongside and tightly integrated with existing SAP service management products, the comprehensive
Tivoli solution provides:
• Integrated high-level view of SAP and other business services with executive dashboards for real-time
monitoring of business KPIs and operational SLAs.
• Management control and visibility of the collective SAP and IT landscape, with customized reports, gauges,
graphs and views – even with embedded images, documentation and videos.
• Increased service levels, through discovery, analysis and monitoring of technical performance.
IBM Tivoli
• Provide visibility, control and automation across the
Visibility
full range of business and technology assets, such
as workflows, applications, infrastructure and
networks.
• Deliver a unified, standardized interface for even the
most complex IT infrastructures, linking diverse
systems into a comprehensive management IBM Tivoli
solution.
• Control, manage and exploit existing systems and Control Automation
technology for maximum benefit without the need
for rip-and-replace.
• Enhance business information: Create customized
dashboards, automated alerts and key perform-
ance indicators for complete business processes.

3. IBM Software
Tivoli
Control
Tivoli includes comprehensive tools for managing security, service requests, incident and problem reports, and
usage and accounting management as part of a complete control solution. The goal is to maximize return on
investment and minimize service issues by achieving best-in-class processes for integrated enterprise and IT asset
management, change management, and security management. The Tivoli suite greatly improves the management
and control of even the most complex SAP business infrastructure, and helps to:
• Cut service management costs, through a high degree of automation.
• Reduce business risk, by highlighting non-compliance with regulations, identifying missed KPIs and root causes.
• Control complex infrastructure and assets, with increased security and audit capabilities.
Tivoli is able to access the Help Desk data within the SAP Solution Manager that controls software and
configuration changes, including approval processes for change requests, the deployment of changes, and later
analysis of changes. Tivoli integrates this information in the centralized change management database (CMDB)
that also incorporates similar data from non-SAP applications. From this single cockpit, Tivoli offers an integrated
view of change, with full traceability across the enterprise, from business intelligence down to disk devices.
The Tivoli SAP Solution effectively manages and secures the investments in business and technology assets and
processes that your organization relies on, maximizing the return on your investment and minimizing service
problems by achieving best-in-class processes.
Automation
IBM Tivoli offers a comprehensive suite of automation products designed to help implement end-to-end
automation for complex processes that span numerous environments, operating systems, applications and
middleware.
The rich functionality of these products enables a wide range of business challenges to be solved, from simple
automation of manual processes to highly sophisticated cloud computing environments requiring intricate
connections of dependent processes. Tivoli offers an incremental roadmap to sophisticated automation depending
on the precise business needs, and IBM Tivoli automation products can be extended continuously as higher levels
of automation are implemented. Key operational automation capabilities include:
• System automation to coordinate the stopping and restarting of systems and application components that span
heterogeneous environments.
• Automated alert and escalation to help communicate and resolve problems in a timely manner.
• Workload automation to trigger and dispatch workloads to the best available resources and to respond
dynamically to changing business demands.
• Automated software distribution to assure monitoring of new service components as they become live in
production.
• Provisioning of servers and applications to support additional service capacity requirements.
• Cross-tool automation that enables activities like automatically closing incidents and problems in the service desk
once a change request has been executed and clearing the related critical events in the service model.
Tivoli automation helps optimize and integrate operational processes that directly support the delivery of revenue-
generating SAP business services and processes. By automating operational processes, valuable resources can be
shifted from reactive and maintenance-intensive tasks to areas that support business growth and competitive edge.
What’s more, Tivoli automation offers dramatic additional business benefits in the form of improved systems
performance, enhanced reliability, and increased efficiency.

4. IBM Software
Tivoli
IBM Tivoli benefits
The IBM Service Management portfolio provides a single environment that integrates solutions for asset, catalog,
service request, incident, problem, change, configuration and release management — on a single architecture,
from a single vendor. The result is that processes work together cohesively, integrating SAP solutions and
landscapes, and end-to-end process flows no longer rely on unstable, customized coding.
• Reach across the enterprise: Provide visibility, control and automation across the full range of business and
technology assets, such as workflows, applications, infrastructure and networks
• Integrate heterogeneous environments: Deliver a unified, standardized interface for even the most complex IT
infrastructures, linking diverse systems into a comprehensive management solution
• Improve return on investment: Control, manage and exploit existing systems and technology for maximum
benefit without the need for rip-and-replace
• Enhance business information: Create customized dashboards, automated alerts and key performance indicators
for complete business processes.
Tivoli SAP solutions and products provide comprehensive solutions for the four key business and service
management areas: Business Automation, Security, Storage and Asset Management.
• Business Automation: Manage and integrate SAP composite applications and optimize application performance
and service levels.
• Security: Ensure compliance to identity and access control policies for SAP resources and services.
• Storage: Backup, restore, protect and optimize your SAP storage infrastructure and data
• Assets: Achieve greater efficiency in asset management by managing all your asset types on a single platform
integrating and leveraging SAP to the fullest possible extent.
IBM Tivoli
Visibility Control Automation
See your Govern your Build agility
business assets into operations

5. IBM Software
Tivoli
IBM Service Management Solutions
IBM Service Management solutions are designed to address business requirements and leverage existing
investments. The Tivoli software suite is built around a service management platform for integration and extends
to integration with other IBM software, services and systems
Flexible, modular offerings span business management, IT development, operations management and system
administration, and draw on extensive customer experience, best practices and open standards–based technology.
IBM acts as a strategic partner to help customers implement the right solutions to achieve rapid business results
and accelerate business growth, especially in SAP environments. This is even more important if customers’ critical
business processes are based on SAP solutions.
IBM Service Management represents an evolutionary leap forward in managing services by providing integrated
Visibility, Control and Automation across business and technology assets that help to enable process, product and
operational innovation. Ultimately, IBM offerings are designed to maximize the value of enterprise assets, from
SAP software through to the underlying physical systems, and help achieve business objectives.
IBM has years of experience helping customers across the broadest set of industries and standards, such as ITIL,
eTOM, ISO17799, Six Sigma and many more, all of which help to accelerate innovation and success.
All IBM Service Management solutions can be implemented independently and subsequently extended with
additional components. The aim is to meet the most pressing needs as quickly as possible, for example by
deploying Tivoli Monitoring to address data, process and information management issues, and broaden the reach
across the enterprise with further solutions as demand arises. In many cases, direct operational cost savings allow
Tivoli solutions to become a zero-budget deployment.
Closed-loop, service life-cycle approach
Measure the
customer
experience
Identify service
V is dependencies
ibi
l
ity
Automation
Monitor the Track key
service performance
infrastucture indicators
rol
Cont
Support automated
action in real time Provide business and
operational service views
For more information
IBM SAP Alliance homepage: http://www.ibm.com/solutions/sap
IBM SAP International Competence Center, Walldorf, HelpDesk: infoservice@de.ibm.com or +49 6227 1099
To learn more about IBM, contact your IBM sales representative or visit: ibm.com

6. © Copyright IBM Corporation 2010
IBM Deutschland GmbH
71137 Ehningen
Deutschland
ibm.com/de
Produced in Germany
September 2010
All Rights Reserved
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