Tivoli zSeries Update

1. Tivoli zSeries Update Mark Fallon Sales Leader Automation Performance NE IOT Mark_Fallon@uk.ibm.com

2. Tivoli z Update Agenda • Customer Challenges • Tivoli z Strategic focus • IT Service Management & z • Tivoli z Portfolio Update • Summary

3. 78% of CEOs believe integrating business and technology is fundamentalfor innovation IT Organizations FaceTremendous Pressureon Many Fronts • Complexity:Resources, silos, composite applications • Change: Market demands, workloads, service levels • Compliance: Regulations, security, audit capabilities • Cost:IT infrastructure and management Source: 2006 IBM Global CEO Survey

4. Application development & support labor has dropped from 48% to 34% of IT Labor spend over previous 4 years. 70% of 2005 CIO Budget is Labor Decrease in Efficiency as IT Spending Shifts to Operations Labor Trend: IT Efficiency and Effectiveness are Waning Source: Tivoli Commissioned IDC Study 1Q05 Source: Gartner Group, IT Spending & Staffing surveys 70% of CIO budget is Labor • 70% of CIO budget is labor • Operations labor will be 73% of CIO labor budgets by 2008 • Application development will decline at -10% CGR to 2008 • $325B in operations labor by 2008

5. SOA & Enterprise Transformation IT Service Management Information On Demand Information as a Competitive Differentiator Information to Enable Innovation Information as a Strategic Asset Information to Manage the Business Data to Run the Business Value of the Mainframe Drive the Value of Hardware, Operating System, Middleware and Tools Create new business value by transforming all forms of data into trusted information in business context — thereby reducing risk and improving business operations over the information lifecycle. Enable SOA, delivering business flexibility through integration and transformation within and beyond the enterprise-core systems, applications, data and skills to be reused in end-to-end, cross-platform solutions to create new business processes and end-user applications Continually adjust the end-to-end zSeries IT service management infrastructure to deliver high-performance in a volatile business climate zSeries Platform Readiness Drive the Value of Individual Middleware Components

6. Tivoli’s zSeries Strategic Focus A management environment that allows customers to … Grow capabilities for developing and deploying On Demand zSeries solutions Support and exploit the latest features delivered in the underlying zSeries subsystems Lower the TCO of zSeries software Modernize look and feel Contribute business autonomic capabilities to the zSeries environment

7. IT Service Management and System z • ITSM: Logical evolution of Systems Management: • Management focus shifting from IT resources to business services • Resources becoming more autonomic • Processes need to be more than just paper • instantiated as automatable workflows to ensure compliance and consistency • No better foundation for ITSM than System z • In the face of constant change, System z remains an effective and efficient platform • High availability …resiliency….transactional performance and security • Low total cost of ownership • We’re committed to bringing System z solutions that: • Expand System z capabilities while enhancing its proven strengths • Reduce the costs associated with operations and systems management

8. IT Process Management Process Knowledge Technology System z Core Competencies Process is part of the System z DNA. The automation of business processes has been performed with System z for decades. With 40 years of experience, no other platform embodies the discipline, knowledge and skills of System z System z has established itself as the most available, secure and capable platform ever deployed

9. IBM IT Service Management IT Process Management IT Process Management Products IT Service Management Platform Best Practices IT Operational Management Products Our Approach to IT Service Management • Automated ITIL-aligned workflows • Open, standards-based CMDB and workflow engine • Automated infrastructure-aligned tasks • Best Practices and Implementation Support Logical progression of the values that made System z what it is today

10. IT CRM & Business Management Service Delivery& Support ServiceDeployment InformationManagement BusinessResilience IT Process Management Products IT Service Management Platform IT Operational Management Products IT Process Managers Bridge Organizational Silos IBM IT Service Management Service Continuity Management Process Manager Storage Process Manager Availability Process Manager Release Process Manager Financial Assessment Process Manager Best Practices Service Level Management Process Manager Change and Configuration Management (included in the CCMDB) Security Management Process Manager Asset Management Process Manager Compliance Management Process Manager Capacity Management Process Manager Future Directions Available in 2H 2006! GA in June 2006! • Automates IT management processes for rapid responsiveness and greater flexibility • Based on experience applying ITIL, eTOM, CoBIT and CMMI in customer environments • Extends autonomic computing technology experience to people, processes and information

11. IT Process Management Products IT Service Management Platform Best Practices IT Operational Management Products IT Service Management Platform – An Open, Standards-Based Configuration Platform Based on proven IBM technology GA in June 2006 • Configuration Management Database • Open, federated model • API and GUI reporting access • Automated application resource discovery and mapping • Workflow Engine • Based on WebSphere technology • Process modeling and simulation • Automated process execution • Real-time monitoring and reporting • Automated Process Workflows • Change and configuration management IBM IT Service Management

12. Tivoli IT Service Management Technology & ProductsLeverage Current Technology and Products • Tivoli Business Systems Manager • IBM Tivoli Enterprise Console 3.9 • OMEGAMON XE on z/OS • OMEGAMON XE for CICS • OMEGAMON XE for IMS on z/OS • OMEGAMON XE for DB2 PE on z/OS • OMEGAMON XE for DB2 PM on z/OS • OMEGAMON XE for Mainframe Networks • OMEGAMON XE for Storage on z/OS • OMEGAMON DE on z/OS • IBM Tivoli Monitoring 6.1 • Tivoli Composite Application Management • IBM Tivoli for NetView on z/OS • IBM Tivoli System Automation for z/OS 3.1 • IBM Tivoli System Automation for Multiplatform • Tivoli Remote Control • Tivoli Workload Scheduler • Tivoli Decision Support for z/OS Tivoli Products Announced in September! Best Practices and Implementation Services IBM IT Service Management Process Managers Process Managers IBM Tivoli Change and Configuration Management Database IBM Tivoli Change and Configuration Management Database IT Operational Management

13. IBM Tivoli MonitoringIncrease infrastructure resilience by identifying problems and automating responses at the source • Monitor your entire IT infrastructure through a single customizable workspace • Effectively link IT services together with processes, data, skills and tools Enhanced! IBM Tivoli Monitoring Enhanced! IBM Tivoli OMEGAMON XE for IBM System z9 and eServer zSeries • Comprehensive solution for proactively managing your mainframe infrastructure • Quickly identify and solve system delays by analyzing bottlenecks and building a detailed picture of resource usage • Integrates with Tivoli Enterprise Portal New! IBM Tivoli Enterprise Portal “IBM’s acquisition of Candle allowed me to buy the best solution from a company that I can depend on to support CNF well into the future— at a price that met our business requirements” —Jerry Duncan Technical Services Group Manager, CNF

14. New Product Releases for 2006 • OMEGAMON XE on z/OS 3.1.0 • OMEGAMON XE for CICS on z/OS 3.1.0 • OMEGAMON XE for IMS on z/OS 3.1.0 • OMEGAMON XE for DB2 PE on z/OS 3.1.0 • OMEGAMON XE for DB2 PM on z/OS 3.1.0 • OMEGAMON XE FOR MESSAGING V6.0 • OMEGAMON XE for Mainframe Networks 3.1.0 • OMEGAMON XE for Storage on z/OS 3.1.0 • OMEGAMON XE for z/VM and Linux on zSeries *

15. Key Elements Across Releases • Product simplification • OMEGAMON XE for CICS (CICS and CICSplex support) • OMEGAMON XE on z/OS (z/OS, Sysplex and Crypto) • OMEGAMON XE for IMS (IMS and IMSplex) • OMEGAMON XE for DB2 (DB2 and DB2plex, now packaged with DB2 PM and PE) • Continued Investment in currency • Commitment that new functions do not increase overhead • Transition of OMEGAMON II (3270 CUA-based) functions to XE/TEP Interface

16. Tivoli OMEGAMON XE for Mainframe Networks Simultaneously Manage TCP/IP, VTAM and NCP Problem • High cost of managing multiple mainframe networking technology Solution • View detailed analysis of TCP/IP connections that are slow, unstable or down – and quickly identify whether the problem is hardware-related or within the TCP/IP stack • Monitor VTAM buffer pools, virtual route analysis and NCP performance through a single,integrated interface View the VTAM session and the TCP/IP connection simultaneously to pinpoint the problem. Potential Benefits • Quickly identify whether problem is hardware-related or within TCP/IP stack

17. Tivoli OMEGAMON XE for Storage Comprehensive view of mainframe-attached storage Problem • Focused view of critical dataset groups needed to diagnose problems Solution • Complete support for dataset group allows for multiple views of storage and files • Targets important applications Potential Benefits • Speeds problem identification and resolution • Eliminates time spent filtering extraneous information By filtering out lower priority dataset groups, you are ensured of being alerted to problems for groups that impact your most critical applications

18. Customers End to End Management from TivoliCurrent System z Portfolio IBM Tivoli Monitoring v6.1 OMEGAMON XE for z/OS v3.1.0 OMEGAMON XE for DB2 PE, DB2 PM v3.1.0 OMEGAMON XE for CICS on z/OS v3.1.0 OMEGAMON XE for IMS on z/OS v3.1.0 OMEGAMON XE for MF Networks v3.1.0 OMEGAMON XE for Storage on z/OS v3.1.0 ITCAM for Resp Time Trk V6.0 NetView on z/OS v5.2 ITCAM for WebSphere V6.0 ITCAM for SOA V6.0 Tivoli Enterprise Console v3.9 System Automation for Multiplatforms v2.1 System Automation for z/OS 3.1

19. Distributed Resources J2EE Transactions Mainframe Resources Everything at your Fingertips Tivoli Enterprise Portal – 2006 is all about Integration A Dynamic Role-based Workspace for Integrating IT Operations Silos – One portal to monitor the overall health of the infrastructure Business Services Service Level Reporting Executive Dashboard Launch in Context

20. Product Integration with the Tivoli Enterprise Portal • TODAY: • ITM v6 & ITM v5 • OMEGAMON XE • z/OS, IMS, CICS, Storage, Mainframe Networks • DB2: OMEGAMON XE for DB2 Performance Monitor and Performance Expert • Tivoli Enterprise Console • NetView for z/OS • Tivoli Storage Optimizer (ITSO) • ITCAM for SOA, ITCAM for RTT, ITCAM for WebSphere • Tivoli Service Level Advisor • z/OS Management Console • Tivoli Business System Manager • Launch in Context now, Integrated Operator Console Soon • Most any product with a browser-based or 3270 (Host on Demand) view • COMING SOON: • TADDM • Tivoli Workload Scheduler • Tivoli Systems Automation • Micromuse products (Precision, Netcool, etc) • OMEGAMON XE for z/VM Linux • ITCAM for J2EE

21. IBM OMEGAMON z/OS Management Console • Shipped 1.1.0 December 2005 and 1.1.1 (ITM V6 support) March 2006 • Eliminates memorization of complex DISPLAY commands • Visualizes status of sysplex resources and Health Checks • Web page :http://www-306.ibm.com/software/tivoli/products/omegamon-xe-zos/

22. Futures - OMEGAMON 4.1.0 Themes • Customer Satisfaction • Globalization • Exploitation of new OS and middleware releases • Customer Enhancements • Portfolio Simplification • Candle Management Workstation and OMEGAMON II features now in XE • OMEGAMON XE for USS merged with OMEGAMON XE for z/OS • Integration • Dynamic Workspace Linking • Launch in Context • TWS, TBSM, and more • Tivoli Data Warehouse – pruning and aggregation • Serviceability • Problem Determination Guides IBM Confidential

23. OMEGAMON XE for z/VM and Linux on zSeries • Monitors zVM and Linux on zSeries • Provides workspaces that display • Overall System Health • Workload metrics for logged-in users • Individual device metrics • LPAR Data • Composite views of zLinux running on VM • Leverages the VM Performance Toolkit IBM Confidential

24. Customers End to End Management from TivoliCurrent System z Portfolio IBM Tivoli Monitoring v6.1 OMEGAMON XE for z/OS v3.1.0 OMEGAMON XE for DB2 PE, DB2 PM v3.1.0 OMEGAMON XE for CICS on z/OS v3.1.0 OMEGAMON XE for IMS on z/OS v3.1.0 OMEGAMON XE for MF Networks v3.1.0 OMEGAMON XE for Storage on z/OS v3.1.0 ITCAM for Resp Time Trk V6.0 NetView on z/OS v5.2 ITCAM for WebSphere V6.0 ITCAM for SOA V6.0 Tivoli Enterprise Console v3.9 System Automation for Multiplatforms v2.1 System Automation for z/OS 3.1

25. Analyze and Measure Transactions & Services Manage Application Monitor Infrastructure ITCAM for RTT ITCAM for WebSphere ITCAM for SOA ITCAM for SOA ITM, OMEGAMON XE The ITCAM Solution Portfolio Delivering high-performing composite applications.

26. Customers z/OS Service Management Operational Tools IBM Tivoli Monitoring v6.1 OMEGAMON XE for z/OS v3.1.0 OMEGAMON XE for DB2 PE, DB2 PM v3.1.0 OMEGAMON XE for CICS on z/OS v3.1.0 OMEGAMON XE for IMS on z/OS v3.1.0 OMEGAMON XE for MF Networks v3.1.0 OMEGAMON XE for Storage on z/OS v3.1.0 TBSM v3.1 NetView on z/OS v5.2 Tivoli Enterprise Console v3.9 System Automation for Multiplatform v2.1 System Automation for z/OS 3.1

27. Tivoli NetView for z/OS 5.2 New Functionality • Interoperability with OMEGAMON XE for Mainframe Networks • IPv6 support • Automated response to intrusions • Automatic trouble ticket creation through products such as Peregrine ServiceCenter and Tivoli's Information Management for z/OS

28. Tivoli System Automation Portfolio AF/REMOTE SA MP e2e (Adapter in 2006) SA MP Base SA z/OS AF/OPERATOR Linux, AIX Cluster z/OS z/OS Tivoli System Automation Portfolio • SA z/OS - provides automation and high availability for z/OS • AF/OPERATOR - SMB-focused automation product for z/OS • AF/REMOTE provides secure outboard automation and console consolidation for disparate operating systems • SA Multiplatform provides availability and automation support for cluster (on Linux and AIX) environments • SA Mulitplatforms end-to-end component provides coordinated, cross-cluster/resource automation and high availability for multi-tiered applications

29. System Automation z/OS v3.1 Highlights Integration capabilities with OMEGAMON for DB2, IMS, CICS, z/OS Tighter Integration with less set up time for the application supplied for GDPS Increased number of policies and message automation table entries NMC enhancements. Adapter for end-to-end GUI . Integration Strategies for SA z/OS Enhanced integration with TWS - 8/06 SPE WLM integration for on demand capacity management - - - - - 3/06 SPE Further integration with GDPS - - 9/06 SPE TEP Integration System Automation Portfolio Release Highlights

30. System Automation for z/OS in the TEP

31. Tivoli Workload Scheduler  Investment Strategy Evolve toward a workload integration backbone • Exploit SWG infrastructure components (eg WebSphere & DB2) • Schedule a wide variety of business applications (ERP, J2EE, .Net, etc.) • Integrate with workload management technologies (eWLM, etc.) • Support event-based as well as calendar-based Enhance end-to-end scheduling from any platform & zSeries focus • Establish TWS as a cross-enterprise end-to-end advanced scheduler • Provide a single consolidated view of all scheduling points • Improve TWS for z/OS pure mainframe capabilities Create a foundation for On Demand Enterprise scheduling • Dynamically schedule & choreograph enterprise workloads across virtual resources • Integrate with business system management for policies & service level management • Integrate with provisioning to allocate capacity on demand

32. TWS z/OS Server TWS Server z/OS based Distributed New! New! End to End Job Scheduling TWS Agents TWS Business Agents AIX, HP, Solaris, Windows, Linux, OS/400, z/OS… SAP PeopleSoft Oracle IBM Tivoli Workload Scheduler v8.3Single solution to manage workloads from multiple applications, across multiple platforms • Scheduling repository on a real RDBMS • Tivoli Management Framework replaced with WebSphere Infrastructure • Advanced planning capabilities • Public J2EE and Web Service APIs Job Scheduling Console New Product for Distributing Workload TWS Dynamic Workload Broker

33. Customers z/OS Service Management Operational Tools IBM Tivoli Monitoring v6.1 OMEGAMON XE for z/OS v3.1.0 OMEGAMON XE for DB2 PE, DB2 PM v3.1.0 OMEGAMON XE for CICS on z/OS v3.1.0 OMEGAMON XE for IMS on z/OS v3.1.0 OMEGAMON XE for MF Networks v3.1.0 OMEGAMON XE for Storage on z/OS v3.1.0 Tivoli Enterprise Console v3.9 System Automation for Multiplatform v2.1 System Automation for z/OS 3.1 NetView on z/OS v5.2 TBSM v3.1

34. TBSM leverages 30+ data feeds to generate end-to-end Business Impact views TEC BMC NetIQ Scheduling TWS, CA7, Zeke CA • z/OS • IBM • OMEGAMON • BMC • CA • ASG • Tivoli Monitoring • Resource • Performance • Applications • Network DB2 Schedules WebSphere Storage RODM CICS… Now Automated Resource Discovery from OMEGAMON XE/DE

35. Z Security Issues • Regulatory Compliance • We don’t have the time or staff to perform regulatory audits on all of our critical systems • More and more difficult to adhere to security standards • Security Administration • We have over 25,000 employees and they all need personal access to data on zSeries • Each individual needs specific access rights and we must be 100% accurate • Intrusion Detection and Management • We can’t get immediate notification of misuse within our system and what changes were made • Intrusion detection is a 24x7 sleepless job. But don’t have the capacity or funding • Centralized Security and Staffing • Our data is spread across 20 zSeries systems and each have unique security requirements • Our internal skill set is declining and need to quickly train a new generation of zSeries security personnel “A bank stands or falls with its security system. We cannot afford a single error. Not only the mainframes, but even more importantly the security system of the mainframes must be faultless before they go into production.” Thom Snels, senior security supporter, ABN AMRO

36. Top of Mind zSeries Security Issues • Quote from Ray Jones, VP zSeries Software Sales: • “zSeries today offers the best security of any server environment in the industry. • Despite this, customers tell us that they have two major concerns: • First, how do they retain and grow zSeries security skills – it’s hard to learn the tricks of the trade about administering zSeries security. • Second, how can they step up to the challenge of ever-increasing corporate governance and regulations, and make risk management more operational?” • Source: IBM zTalk Radio, zSeries Security July 2005

37. IBM strengthens IT Service Management strategy with efficient security administration and compliance management solutions from Vanguard Integrity Professionals Complete Security Management Solution • Security administration, integrity auditing, and intrusion detection and management • Helps address the most stringent security rules and regulations • Reduces complexities of RACF security administration and enforces best practices Vanguard Security Solutions • Vanguard SecurityCenter™ offers an easy-to-use graphical user interface for RACF and DB2 security administration on z/OS • Vanguard Administrator™ provides advanced security server management and analysis with automation and power utilities • Vanguard Analyzer™ assists with security system snapshots or full-scale System z9 security audits • Vanguard Enforcer™ manages and enforces security policy on z/OS and RACF • Vanguard Advisor™ provides event detection, analysis and reporting capabilities for z/OS and RACF

38. About Vanguard Founded: 1986 Ownership: Privately held Business: Information Security Software, Training, Services, & Solutions Customers: 600 domestic and abroad, 1,400 software licenses Employees: 75+ worldwide Vanguard Victoria Labs Victoria, BC, CANADA Vanguard Research Institute Orange, CA, USA Vanguard Integrity Professionals - Nevada Las Vegas, NV, USA Vanguard Integrity Professionals, Ltd. Berkshire, UK

39. ENUSC06-001

40. Who are Mainstar • Founded in 1978 • Offices in the U.S.A., U.K., Benelux and Australia • Specialists in z/OS; Mainframe Storage and Recovery: • Catalog Management • Disaster Recovery • Storage Management • Business Resilience, Compliance and Auditing • Mainstar and IBM co-author many IBM Redbooks • 2006 IBM and IBM GS announce CR+ as “Best of Breed”

41. Mainstar Products • Catalog Management • Prevent unacceptable Data loss • z/OS Catalog’s can be a Single point of Failure • Diagnose and Fix Catalog errors automatically • Ensure 24 x 7 Catalog availability • Business Resiliency and Compliance • Non-intrusive and automated identification of your ‘critical’ data • Accurately identify your business data assets and ensure they are backed up • Meet statutory audit requirements (Sarbanes, FSA, Basle-II, etc) • DFSMShsm Solutions • Reduce time and unnecessary overheads with your DFSMShsm Audits • Automatically Diagnose and Fix errors in DFSMShsm • Rebuild and Repair broken indexes within your Migration and Backup tapes

42. IT CRM & Business Management Service Delivery& Support ServiceDeployment InformationManagement BusinessResilience IT Process Management Products IT Financial Management IT Service Management Platform Change and ConfigurationManagement Database IT Operational Management Products Best Practices Server, Network & Device Management StorageManagement SecurityManagement Business ApplicationManagement IBM IT Service Management A Differentiated, Flexible Approach Establish IT Financial Management Framework Plan and Control IT Budgets Perform IT Financial Accounting Administer IT Charging Evaluate IT Financial Management Performance IBM IT Service Management

43. IT Financial Managementhas become a topic of increasing focus and an important issue for CXOs when aligning IT with the Business Goals Align IT with the Business … Business Strategy Investment Service Quality Governance Financial Management Asset Management & Compliance Optimization Resource Accounting & Chargeback

44. Tivoli IT Asset Management Is Strategically Focused on managing and controlling IT costs and compliance • Auto-discovers installed software inventory on IT hardware and collects hardware data • Creates product use activity information by monitoring executions and creating a log file. • Allow integration or “linking” of inventory and use activity information to existing contracts and licenses • Provides analytics to identify ways to control IT spending, optimize consolidation and upgrades, negotiate better vendor agreements and reduce contract compliance risk • Provides financial reporting on invoice reconciliation, depreciation, currency exchange and amortization IBM Tivoli Usage & Accounting Manager ITUAM) Is Strategically focused on collecting existing data about the use of IT resources and allocating those costs to the services that IT provides to the business • Collects usage data about IT resources like OS, database applications and storage devices from existing log files • Allows clients to take the collected data associate “per unit” costs and calculate the costs associated with IT Services • Creates report and charts on IT resource usage by service or department • Supports the creation of Service and Department budgets for IT resource utilization • Can feed data in the client’s accounting ledger and billing system for chargeback IBM Tivoli Application Dependency Discovery Manager (TADDM) Is Strategically focused on discovering and maintaining Application level dependencies, pertinent configuration data, both current and historic • Agentless discovery of networks and dist servers to collect pertinent application and configuration data from the discovered objects. Limited vendor software product discovery. • Creates application dependency maps, ranging from business application interrelationships all the way down to network diagrams, based on applications running at the time of discovery. • Allows for the use of historical data to display changes made to discovered nodes as a means to explaining operational issues. • Allows for comparison of multiple like configured objects to determine differences in hardware/software configuration that may be contributing to operational issues. IT Financial Management

45. The Challenge and the Solution - Align IT Software Spending with Business Priorities IBM Capability Data collectors for IT infrastructure can review consumption across multiple dimensions Who is consuming which IT resources? Costing engine assigns cost to resource usage What is the cost of those resources, including those that are shared? Costing engine associates usage costs to consumers of IT resources How should IT allocate cost for chargeback, ROI, costing analysis, and billing? All three questions help align IT spending with business priorities

46. Usage & Accounting Manager (ITUAM) IT Service Level Advisor Adjustments for Service Level Violations Cost reporting in SLA Reports go to: • Cost Centers • Departments • Various slices for financial analysis Usage & Accounting Manager IT Chargeback and Transaction Billing Tivoli IT Asset Management Solution Dedicated Hardware & Software $ ITUAM Data Collectors ITUAM Data Collectors Tivoli Decision Support for z/OS Batch TSO, Transaction Processing, Database and Storage Unix, Linux, Oracle, Storage, Middleware, Applications and other third party hardware and software Windows, Exchange, Notes, SQL Server, MS Disk Storage, Middleware and Applications pSeries and xSeries servers will come with this capability prepackaged (Sept 2006) IBM Confidential

47. What software do I have? Auto-Discovery of Software Assets End-to-end Tivoli License Compliance Manager To what extent is this software used? Is this different from what was purchased? Usage & Activity Monitoring Tivoli License Compliance Manager Tivoli Contract Compliance Manager How much is each software asset costing me now and in the near future? Contract Management Comparing Usage to Contracts Tivoli Contract Compliance Manager The Challenge and the Solution – Align IT Software Spending with Business Priorities Tivoli’s Unique Capability All three questions must be answered to align IT spending with Business Goals

48. Summary • Integrate and InteroperateMaintaining our leadership in enhancing System z hardware and software to integrate and interoperate with new platforms and applications • System z and End to End SolutionsProviding System z and End-to-End management solutions to find and fix problems quickly • IT Process ManagementImproving service delivery with solutions that manage IT processes, based on ITIL best practices • ITSM SolutionsDelivering ITSM solutions that can meet your key IT challenges cost effectively