Præsentation fra IBM Smarter Business 2012

2. Tivoli System-and Service Management in Action
Peter Vernegreen
System Management Integration Architect
IBM Global Technical Service

3. Agenda
• IBM Global Technology Services (GTS )
– Landscape
– Services Delivery
– Background and Strategy
– Global Deployment
– GTS Architecture and Best Practice
– GTS and Tivoli direction and roadmaps
– GTS and Tivoli key solutions
• Questions

4. GTS - Nordic Landscape
This is the landscape we are managed by using Tivoli Software to
support the business at our clients
* Clients
All industries(From Regulated Government accounts, Financial,
Pharmaceutical to Retail …)
* 20.000 Server Images
•80% Windows
•18% AIX/UNIX/Linux
• 2% zOperatingSystem
* 4 IBM Strategic Datacenters based on Tivoli Infrastructure

5. GTS Services Delivery
Integrated technology services = 10 service Product Lines
IT Strategy and Middleware Services
Architecture End User Services
Services
Maintenance and Integrated
Technical Support Communications
Services Services
Business Continuity
Storage and Data
and Resiliency
Services
Services
Our Clients
Security and Privacy
Server Services
Services
Site and Facilities
Services

6. GTS – Background
Global Technology Services (GTS) offers end-
to-end IT and business process services
supported by an unmatched global delivery
network.
Our strategy is to deliver the highest quality of
service, productivity and innovation at market
competitive pricing. With a strategy grounded in
quality, productivity and innovation.

7. GTS Strategy
Quality is the cornerstone of in
IBM GTS GTS strategy .
Strategy Strategy Strategic Outsourcing Continue to see improvements in
Focus on open areas like solution design, defect
technologies and high- Integrated Technology
value solutions Services prevention, and client
satisfaction
Deliver integration and Global Process
innovation to clients Services
Improving Productivity through
Become the premier
Maintenance and investments in process,
Globally Integrated
Enterprise Technical Support automation and skills.
Quality and Productivity provide a foundation for innovation.
Innovation that matters isn’t just one of IBM’s core values – it’s also one of
IBM’s greatest long-term differentiators

8. GTS Global Deployment
Global IBM Identity and Access Management (GIAM)
Global Asset and Configuration Data Warehouse (GACDW)
Global Shared System Director (GSSD)
Monitoring and Event Management (IBM Tivoli Monitoring)
Cognos/Analytics
Tivoli Asset Discovery for Distributed (TAD4d)
Tivoli Application Dependency Discovery Manager (TADDM)
Integrated Service Management (ISM)
Tivoli Asset Management for IT (TAMIT)

9. Solution and Value Summary
Event Management
Business Area: Key Value to IBM and Account Teams:
 Reduce cost by leveraging shared infrastructure, and reusing integration work
 The M&E solution already developed and added to the base.
addresses the
monitoring needs of  Provides migration path to Netcool Omnibus which will increase capabilities for
any servers supported event correlation and automatic remediation.
by IBM.  Integrates with many GTS Services Delivery tool components.,
Solution Description: Key Value to Our Customers:
 Broad infrastructure upgrades performed as prerequisite to savings
 Enterprise Systems Management
shared solution leveraging Tivoli’s
latest monitoring technology.
 This carry over project embraces
opportunities
 Facilitates rapid deployment of standard solutions with little customization.
 Provides platform for additional automation
Discovery Service
the WW deployment of the Tivoli
monitoring suite of tools including
ITM , NetCool/Omnibus and ITNM,
Differentiators: What’s included:
All continue adding to the portfolio Solution Description: Key Value to IBM and Account Teams:
of GSMA Best Practices.  Key infrastructure upgrades that build
 Key competitive tool to reduce support
 The IBM Tivoli Application
foundation for savings opportunities  Provides system administrators, the ability to compare versions of configs.
costs and improve quality of service.
 Dependency Discovery Manager
Event / Alert Mitigation & Clean-Up, Event /  Deliver ITIL aligned solutions to satisfy customer demands.
 Reduced infrastructure costs through Alert Suppression, and Fully Automated
(TADDM) service provides for an
shared systems and virtualization. Ticketing  Allows automated creation and auditing of CIs in CCMDB.
agent-free fully automatedengine that
 Deployment of
discovery ticketing
enables you to a key transformation
solutions remains as create and
 Solution roadmap delivers enablement of integration of configuration
from ‘Monitoring Events’ to ‘Monitoring
visualize infrastructure and management, Incident / problem / change and asset.
Exceptions’**
application topology. Key Value to Our Customers:
 Reduces cost, time and complexity of implementation & delivers visibility into
 TADDM enables "out-of-the-box"
details of any datacenter
discovery of hundreds of
infrastructure elements found in  Allows rapid isolation and tracking of changes
typical data centers and provides
deep visibility into infrastructure &
application configurations.
 Allows leverage of application topology for automating and scaling other
application management tasks like Service Level Management and IT
automation.
Server Management
 TADDM discovery is a key enabler Differentiators: What’s included:
for Configuration Management
which is expected as part of the  Open architecture & robust/open  Auto collect configuration and
managed service by many of our APIs server/application dependency
Clients – as effective  Auto discovery process uses data which reduces system
Configuration Management is a industry-standard secure protocols admin and data maintenance
cornerstone of an ITIL aligned  Key differentiator, allowing IBM to labor.
Service. deliver ITIL aligned IT Management
solutions

10. Design, Catalog and Practice

11. Why Tivoli in GTS…..
• Visibility
– The ability to see everything that’s going on
across the infrastructure
• Control
– The ability to keep the infrastructure in its
desired state by enforcing policies
• Automation
– The ability to manage huge and growing
infrastructures while controlling cost and quality.

12. GTS Tivoli direction
Service Fulfillment Visualization Service Assurance Visualization
Tivoli Tivoli Network Tivoli Change & Tivoli Service Tivoli Netcool Tivoli Netcool Tivoli Business Tivoli Tivoli App IBM Tivoli Tivoli Netcool Tivoli Netcool
Provisioning Configuration & Configuration Tivoli Asset Request Customer Service Quality
SLA
Service Netcool Dependency Network Performance Perf Flow
Manager Change Mgmt Mgmt Database Management Manager Experience Mgr Manager Manager OMNIbus Discovery Mgr Manager Manager Analyzer
Violations
(TPM) (NCCM) (CCMDB) (TSRM) (TNCEM) (TNSQM) (TBSM) Web GUI (TADDM) (ITNM) (TNPM) (TNPFA)
App / System Network Change & Asset Service Status
Provisioning Provisioning Configuration Management KPI/KQI Data
Workflow Workflow Workflow Activities Service Instances Component & Perf
Service & Instumentation Templates Service Events Events Data
OSS/BSS Systems Event Correlation & Integration
Diagnostic Systems Network TNPM
Event Status DataMart
Asset Tivoli Linear Tivoli Asset Workforce Systems Tivoli Netcool Impact Tivoli Netcool
Asset Mgmt for IT Processing
Management OMNIbus
Manager (TAMIT) Subscriber Systems ObjectServer
Reporting/BI Systems
Tivoli Netcool Impact Events
Other Systems/DBs
Change &
Configuration Actionable
Problem Handling Updates Network Application Network Perf Network
Management Available Services Events &
CMDB Correlation Topology Topology Data Flow Data
Service Orders Updates
CCMDB
as planned TSRM – TSRM – TSRM – Customer
CCMDB Service Instances
to Activate
Service Service Service Relationship
Desk Catalog Desk Management
CCMDB
Service & Instrumentation Templates
Network Topology
as built Application Topology Network Events Events
CCMDB CCMDB
CCMDB Application Network Fault Performance
Tivoli Netcool
Dependency TADDM
Topology ITNM Aggregation OMNIbus Aggregation TNPM
TNPFA
Aggregation Aggregation DataChannel
Workflow/Automation ObjectServer
App Network Events
Perf Events
Topology Topology
Perf Perf Network
Application Network Application p
TADDM Network ITNM Fault Tivoli Netcool Performance Data Data Flow Data
& Systems Provisioning Dependency Topology Collection & OMNIbus Collection &
Provisioning ObjectServer
TPM NCCM Collection & TADDM Collection & ITNM Mediation Mediation
Mediation Mediation
TPM NCCM TADDM ITNM Tivoli Netcool OMNIbus
TNPM TNPM
b
OMNIbus SNMP Trap TNPFA
TPM TPM NCCM NCCM TADDM ITNM ITNM Probes Probes DataLoad DataLoad
App & Sys Network Application Network Network Perf Perf Network
Events Events Perf Data
Configs Configs Data Data State Events Data Flow Data
Data
Service Management Data Sources Network Management Systems
Data ITM, ITCAM,
Performance Management Date Sources Element Management Systems
Sources SSMs, ASMs
Fault Management Data Sources Network Elements / Systems / Applications / Storage
12

13. GTS Technology roadmap
Legacy or Deployment
Emerging
Declining Priority
End of Marketing End of Support
Component 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012
Monitoring DM Legacy environments
ITM 5.1
ITM 6.x / TDW
Event
TEC
Management OmniBUS
TCM
TADDM
Discovery and
Inventory TLCM
Peregrine acquires TSD from IBM TAD4D
Tivoli Service Desk E-ESM / Managed Now
Incident ISM Maximo / TSRM + TAMIT
Management ISM Maximo / CCMDB 7.1
UID Tivoli Identity Manager
Management
Security
Tivoli Insight Manager
Health Checking TSCM BigFix for Security Compliance
Metering Tivoli Usage Accounting Manager
and Billing
Storage Total Storage Productivity Centre
Management Tivoli Storage Manager
Worstation
Management ISDC/Asset Depot … then TPM Express
TPDSP BigFix
Tivoli Configuration Manager for LifeCycle
Data Center
Automation
(incl. patch Tivoli Provisioning Manager
management Tivoli Service Automation Manager
and SWD)

14. Legacy Tivoli Products to be replaced
• Event Monitoring
– TEC (Tivoli Enterprise Console)
• 16 shared infrastructures, 35 dedicated, 117 infrastructure servers
• Over 2 000 000 alerts received daily
• Used for 95% of operations (~150 concurrent operators)
• Software Distribution, Inventory and Patch Management
– TCM (Tivoli Configuration Manager)
• 18 shared infrastructures, 46 dedicated, 109 TMR servers (tier 1) and 703 Gateways (tier 2)
• Over ~200 000 managed endpoint (~133 000 workstations and 67 000 servers)
• Software Inventory
– TLCM (Tivoli License Compliance Manager)
• 1 shared 6 dedicated infrastructures, 11 central servers, 1 proxy per account
• ~30 000 regularly scanned servers for 800 accounts
• Security Management
– TSCM, inventory in progress, about 50 infrastructures and over 60 000 regularly scanned servers
14

15. IBM Tivoli Monitoring – Nordic infrastructure

16. TADDM - Multi Customer Solution

17. TEM Multi Customer Solution – Patch Management
GTS/ITD – BigFix GSNI Implementation
Ver 3.0 (9-14-12)
TEM Vendor
Public Fixlet Patches
Server
IBM Segment
TEM Operators TEM Web TEM SCA ECM Internet
Report Users Users
Shared Resource
Segment
RDS Server TEM SCA Server HTTPS
BES Console Public
Shared HTTP
Resource
Segment 1433 TCP
TEM Server HTTP
GTS TEM shared Relay 52311 UDP
Proxy
Repository
Server 52311 HTTP
3389 TCP
Customer A Segment Customer B Segment Customer C Segment
445 TCP
TEM Relay TEM Relay
52313 HTTPS
SFTP
TEM Client TEM Client TEM Client TEM Client TEM Client TEM Client
TEM Client TEM Client TEM Client

18. GTS IBM Service Management Platform
Unified Portfolio
Tivoli Service Tivoli Asset Tivoli Change Maximo Asset
Request Management and Management
Manager for IT Configuration Portfolio
Portfolio Portfolio Management
Database
Portfolio
Service Management Platform
Central to Central to IT Central to An Opportunity
Service Asset Configuration
Management Management Management

19. Measurement, Reporting & Service Quality
GSMRT based on Business Intelligent solution Cognos is designed to collect data from
Incident, problem and change tickets in ISM/Maximo.
GSMRT Standard reporting packages currently available include:
• Service desk reports
• Incident management reports
• Problem management reports
• Change management reports
• Ticket based SLA reports
PRISM is an GTS internal tool designed to display historical service quality metrics and sub-real-
time operational status, calculated from incident/problem and change ticket data.
PriSM warehouse and calculation engine were derived from GSMRT / Cognos Business
Intelligent solution

20. Business Service Management
Tivoli Business Service Manager (TBSM)
Service Impact, Relationships & KPIs
Provides business & operational
dashboards, service modeling, impact &
root cause analysis, and tracking of key
performance indicator (KPIs).
Tivoli Application Dependency & Discovery
Manager (TADDM)
Discovery, Topology & Change
Discovers IT components & dependencies, loads
application topologies into TBSM for business
systems visibility & syncs maps with discovered
configuration changes
Tivoli Netcool/Impact
Correlation & Context & Automation
Enriches events with business context,
provides integrated view of data from multiple
sources in context, enables custom
automations
Tivoli Netcool/OMNIbus
Fault Monitoring, Event Collection & Status
Collects & consolidates event & performance information from
hundreds of IBM & 3rd party sources to feed TBSM.

21. Questions