Implementing TSRM in the Enterprise

1. Premium Support Customer Presentation – James Matlock Implementing TSRM in the Enterprise

2. Agenda • TSRM in the IBM Tivoli Service Management Portfolio • TSRM Release Review • Considering Implementation • From a technical, installation perspective • From a business process perspective • Q & A

3. Disclaimer The information on new products is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information on new products is for informational purposes only and may not be incorporated into any contract. The information on new products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release, and timing of any features or functionality described for our products remains at our sole discretion.  

4. Early Career Experience – Help Desk Operator and Tech Support • Critical to capture the right information • Get the right person on the right ticket • Customers want speed and accuracy • Management wants to understand the trends

5. Tivoli Asset Management for Tivoli Service IT 7.2 (TADD) Integrated Solution An Integrated set of solutions represent the full management of data, processes, tooling and people Automation Manager – 7/09 7.1 – 11/08 Tivoli Application SRM License – Common Data Model The core solutions share a common data subsystem for simple data sharing Dependency Management Service Automation IBM Cloudburst – Discovery TSAM Manager 6/09 Manager 7.1 Server 12/07 Application Storage Processes that Work Together The core solutions share aprocess workflow automation engine Discovery Cloudburst Tivoli process Network automation engine Common Data Model Service Request Provisioning Manager No Rip and Replace Leverage existing investments in IBM and 3rd party IT management tools Tivoli Service Tivoli Provisioning Request Manager 7.1 – Manager 12/08 Change – 7.1 - 5/08 7.2 – 11/09 Management IT and Non-IT Asset Lower Cost of Ownership Lower infrastructure and training costs, simple upgrade model Management Tivoli Change & Tivoli Asset Configuration Management for Management Database 7.1 - 12/07 7.2 – 11/09 IT 7.1 – 5/08 – An Integrated Approach to Service Management TPM CCMDB

6. Service Request Manager Overview Service Request Manager 7.2 Service Desk Asset/CIs OMP/PMPIntegration Service Providerintegration Knowledge Incident Problem Service Catalog Users Integration with OMPs Integration with Other Processes Service Providerintegration Shopping Catalog Design Service Request Management ServiceRequests

7. Service Catalog – Key Features Shopping UIs Shopping Cart Favorites / Search Service Tooling Extensibility Catalog definition tooling Service & Offering definition tooling Order Fulfillment Descriptive Action Supply Chain Best Practice Content Process Integration Roles and Start Centers Request Workflows KPIs and Thresholds Queries and Reports Escalations and Notifications Common Service Requests Launch to Incident, Problem, Change and Release CMDB Integration (CI/Asset selection) Service Ordering“Shopping” Service OrderManagement Service Creation& Publishing Service Fulfillment Service Monitoring

8. SRM 7.2 Features Common to SD and SC • Track SLAs • Reduce costs by tracking and meeting SLAs for Catalog requests (SLAs on SD are available since V 6.x) • Multi-Customer Enablement • Reduce costs by supporting multiple customers on a single deployment instance. Manage Process that are unique to each customer • Policy Driven Dispatch • Reduce costs by automating dispatching of Service Requests. • Satisfaction Survey • Improve qualityof service by measuring user satisfaction levels • Create Survey questions, surveys, Application to respond to surveys • Globalization • Globalize. Support for more languages: Danish, Croatian, Finnish, Norwegian, Slovenian, Arabic and Hebrew.

9. SRM 7.2 Features Common to SD and SC • Enhanced Self-service Experience • Reduce costs by switching to self-service model for submitting service requests. Unified Start Centers that have access to both catalog and desk functions • Instant Messaging Integration • Improve auditability, and collaboration with Instant Messaging integration. • Remote Desktop Function • Improve auditability and productivity with use of Remote Desktop function to log into a server and optionally record the session in the request • Migrating Configuration From Dev to Test to Production • Reduce deployment costs by use of Migration Manager tool to migrate configuration using Migration Manager • Tighter Integration with Purchasing • Reduce costs by integrating with supply chain. If TAMIT is installed, SC and SD requests can be fulfilled using items in storerooms or by purchasing items from vendors

10. SRM 7.2 Features Specific to Service Catalog • Improvements to Self-service Catalog UI • Fewer clicks needed to order an item from catalog • User input validation, Multiple shopping carts • User can view and order only those offerings to which he is authorized • User can be shown pick lists for any object in the system – CMDB objects, TAMIT objects, Tpae objects. Examples: CIs, Assets, Persons. • Tpae technology can be used to configure and customize Shopping UI • Simplified Fulfillment Process • Improves productivity and reduce learning curve • Streamlined service fulfillment process, fewer clicks • Fulfillment uses standard apps: Workflows, Job Plans, Service Requests • Service Catalog objects are accessible through MEA technology. • Approvals • Align IT with your business process. • Approvals configurable for each offering. Auto-approval, multiple.

11. SRM 7.2 Features Specific to Service Desk • Support for Instant Messaging Technologies • MS Office Communicator, Jabber • Search Enhancements • In context searching with new global search dialog • Automatically search external web-sites • Ticket Enhancements • Auto-classification of tickets • One Click Screen Capture • Support for Virtualization • Enable/disable priority matrix • Knowledge Management Enhancements • Improve quality of knowledge by using approval processes • Improve productivity with improved search for solutions

12. Integration • Tight integration between Catalog, Desk, CMDB, Change, and TAMIT for improved productivity, and effective processes • SD integration with TBSM for business systems management • SD integration with Omnibus for automated incidents • Integration with Instant Messaging tools • Integration with Tivoli Identity Manager • Integration with Tivoli Provisioning Manager

13. Offering Catalog – New Look!

14. Input Dialog Box for a Service Offering

15. Form Field Validation

16. Survey

17. Survey Preview

18. Implementing TSRM – Technical Considerations • Review information in: • TSRM InfoCenter: http://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/index.jsp?topic=/com.ibm.srm.doc_7.1/installing/src/c_ccmdb_planningdeployment.html • End-to-End Service Management Using IBM Service Management Portfoliohttp://www.redbooks.ibm.com/Redbooks.nsf/RedbookAbstracts/sg247677.html • Single Server vs. Multiple Server Deployments • Performance Tuning: • Number of JVMs, settings for JVMs • Approximately 80 users per JVM is the general rule • Managing users through LDAP or Active Directory

19. Implementing TSRM – Business Process Considerations • What is the process for first call resolution? • How is Employee Self Service handled? • What are the differences in the way Service Requests, Incidents, and Problems are handled within your enterprise? • Does your organization have a Problem analysis group? How does their research and feedback enter the enterprise’s knowledge base? • How should end-users and fulfillment personnel be notified on ticket status changes? When should they be notified? • What kinds of Service Level Agreements do you want in place? • How should Escalations be handled? • What kind of metrics do you want to collect? • What kinds of reports and KPIs do you want to measure and manage?

20. Questions?