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Delivering Quality Service with IBM Service Management

Delivering Quality Service with IBM Service Management. April 1 3 th , 200 9. The knowledge and capability to deliver a specified business outcome when it needs to occur, within the time and cost parameters you promised it would.

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Delivering Quality Service with IBM Service Management

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  1. Delivering Quality Service with IBM Service Management April13th, 2009.

  2. The knowledge and capability to deliver a specified business outcomewhenit needs to occur, within thetimeandcost parameters you promised it would. The Service Management from IBMDelivering quality service and enabling business innovation

  3. IBM Service ManagementEnabling quality service delivery and business innovation Automation: Improve your Business Control: Manage your Business Visibility: See your Business Lower costs and build agility Manage risk and compliance Respond faster and make better decisions

  4. Addressing Client NeedsSolving the critical business problems across the enterprise

  5. Visibility Automation Control Tivoli’s Service Mgmt. Platform Enables Convergence • Visualization and Reporting: • Optimize individual and group productivity • Eliminate errors by sharing data across multiple teams • Facilitate rapid decision making with at-a-glance service dashboards • Lower cost of ownership through common platform • Process Engine • Reduce costs and optimize workflows • Implement process/quality standards • Leverage existing management tools and automation • Support creation of operations run books. IntegratedDashboards &Reporting CommonWorkflow &Automation IntegratedServiceManagement CommonDataModel& AssetInfo. • Common Data Model: • Improve support and delivery outcomes, increase quality and process effectiveness • Enable high levels of effective automation based on accurate and up to date information

  6. What’s happening with theinfrastructure? How does this relate to the business service? What actionsdo we take? What is IBM Service Management?Delivers the ability to answer these three questions …

  7. IBM service management Process management Service management platform Operational management Best practicesand services Expanding the scope of IBM Service Management Connecting the asset to the service Aligning the service with the business Managing it all!

  8. IT Operational Management Products Integrated across silos through ITSM Platform and to IT Process Management Products IBM IT Service Management IT Process Management Products IT Service Management Platform Best Practices IT Operational Management Products Tivoli Product Portfolio Available TODAY!

  9. Tivoli Software At-a-Glance • For the sixth consecutive year, Gartner ranked IBM the worldwide leader in IT operations management software based on total software revenue (June 2007) • Tivoli’s service management portfolio delivers the Visibility, Control, and Automation needed to deliver quality service, manage risk and compliance and accelerate business growth. • 22,000 Tivoli clients worldwide • 2,000+ business partners • 5,000+ Tivoli employees worldwide (includes 2,000+ sales and technical sales employees) • Sixteen strategic acquisitions to further broaden service management capabilities in the past five years

  10. IBM is the Market Leader Market Share Leader Systems Management • #1 in Performance & Availability – IDC • #1 in Event Automation – IDC • #1 in Performance Management Software- IDC • #1 in System Management- IDC • #1 in Server Provisioning- IDC • #2 in Mobile Device Management- IDC • #2 in Operating Systems and Subsystems- IDC • #2 in Distributed Performance & Availability Management- IDC Service Assurance and Network Management • #1 in Service Assurance- OSS Observer • #1 in Event Management- OSS Observer • #1 in Performance Management- OSS Observer • #1 in Worldwide Network Availability- IDC • #1 in Worldwide Telecom Assurance- IDC Storage • #1 in Archive and Hierarchical Storage Management- IDC Security • #1 in Identity and Access Management- IDC • #2 in Security and Vulnerability Management- IDC • Gartner Magic Quadrant Leadership • SRM/SAN Management • Application Management • User Provisioning • Web Access Management • IT Event Correlation and Analysis • Enterprise Asset Management: Power Generating, Manufacturing and Distribution Utility • Recent Awards • April 2008 Tivoli Service Request Manager Named “Leader” in Forrester Wave for Service Desk Management Tools • 2007 Plant Engineering Magazine Reader’s Award, Silver in Best Maintenance Software category • 2006 VARBusiness Annual Report Card Award, Enterprise Storage Management S/W • 2006 VARBusiness Tech Innovator Company of the Year, IBM Tivoli Continuous Data Protection for Files

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