Jazz for Service Management

© 2013 IBM Corporation

for Service Management

Overview

Morten Møllermoellerm@us.ibm.com

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When integrating one of your critical business applications with another, have you ever…

Thought to yourself: “The data must be somewhere – how do I get it”? Considered how much business value is represented as IT data?

– Realized that the web transaction volumes may convey metrics directly related to the bottom line?– Database transaction numbers can rely information about business volumes?– Messaging transactions can reveal information about critical business bottlenecks?

Wanted to use emerging technologies to gather business metrics and store them electronically?– Implemented active RFID, video, or GPS to track the location of objects or people?– Used on-board computers to interact with and manage smart devices?– Leveraged 3rd party device management information in a business solution?

Wanted to create dashboards or reports to convey important metrics in context?– Considered breaking down silos by combining data from different sources?– Make the same information available to computers and mobile devices?– Provide drill-down capabilities to allow users to access details?

Faced the challenge to pull data related to the same object from different sources?– Realized that the lack of standardization have forced you to build one-off integrations?– Wondered how you can combine and use information from different sources to build a complete picture of your ‘situation’?– Needed programming skills to present your information, and struggled to present results on new device types?– Been challenged by security in providing a simple, easy-to-use solution?

Wondered what Jazz for Service Management is ?

3Source: IBM CEO Study, 2012. Q22 “How good is your organization at driving value from data? Over 1700 CEOs from 64 countries across 18 industries evaluated their performance

In fact, the most successful organizations far surpass underperforming peers in use of data….

Able to access data

Translate insight into action

Draw insights from data

Every strategic decision we make. Every service we deliver. Every process we execute. All rely on information…

Collaborate & Act

Mitigate Risk & Exposure

AutomateProcess

Innovate & Speed Delivery

108%more 86%

more110%more

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Only a few know it is there…

Only some data accessible via integrations…

No way to search for it across tools…

Expensive to integrate and maintain sources…

Integrations break quickly…

Limited insight into data relationships lowers usefulness…

Proprietary Tools & APIs

The Information Black Hole

Incidents

ConfigurationClients

Users

KPIsAssets Impact

SLAs Security

Costs

Changes

Yet, most information remains trapped in siloed management tools, behind proprietary APIs…

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Learning from an integration analogyWe’ve been here before….

Today, when you need to integrate one of your critical business applications with another, you have to do what the operators used to do before switches... create another point to point integration.

Actually, it's worse! The operators could re-use their cables. You have to pay to create the cable each time, then pay to create customer cable connectors at each end of Point A and Point B.

All these point to point integrations lead to service disruptions, difficulty finding and fixing issues, customer dissatisfaction and negative impact to business revenues. This is the common challenge that clients bring to us all the time.

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…driving an open and flexible architecture for simplified integration of multi-vendor tools.

Deploy Smarter Physical Infrastructures

Deploy Smarter Physical Infrastructures

Protect & Manage Data

Protect & Manage Data

Extend to Mobile Devices

Extend to Mobile Devices

Optimize with Cloud Optimize

with Cloud

Jazz for Service Management Integration and reporting solution that leverages the simplicity of the web to enable IT agility…

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Port of Cartagena, Columbia

Main port for northern Latin-American export to east US and Europe

Main reloading hub between the US west coast and Europe

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Port of Cartagena, Columbia

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Visualization

(Jazz for SM)

Control

(EAM + ITM)

Automation

(EAM + ITM)

Challenge:

Manage and optimize the port infrastructure to reliably handle +100% volume at current or better productivity.

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Port of Cartagena, Columbia

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Crane dashboadPart of solution:

Monitor and manage key infrastructure components, such as cranes, to ensure continuous operation.

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Port of Cartagena, Crane Dashboard

List of cranes with operational status

Engine metrics (voltage, current)

Power consumption (kW)

Engine RPM

Work Orders

Engine Performance

Crane dashboad

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Port of Cartagena, Columbia

Crane mobile dashboad

List of cranes with operational status

Engine RPM

Work Orders

Power consumption (kW)

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Easily swap vendor tools and avoid lock in

Uses community standards to allow plug & play of ‘like’ tools

from any vendor

Jazz for Service Management Applies the simplicity of the web to enable IT agility…

Simplify integration & share relevant data

Connects related data across multiple IT tools using simple

web links, just like linking any two related pages on the Web.

Linked Data

Lower TCO across vendors and tools

Provides a common & shared set of integration services

accessible by any vendor tools.

Registry - to find data , resources & relationships

Visualization – to display multi-tool data in context

Administration – to lower cost of maintaining tools

Reporting – to better predict and planSecurity – for quick, compliant login & data integrity.

Open Services for Lifecycle

Collaboration*

* Based on W3C & coming soon Oasis **Based on ISST estimates of man hours required to develop individual monitoring tool integrations which populate a unified, real-time service desk view.

Saves between $36 – 80k via reuse of

1 integration 4 times**

Cuts development time by up to

80%** per integration

Speeds time-to-delivery for project by up to 2/3**

Benefits Use Case: Unified View for Support

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Audience Today With JAZZ for Service Management

Support StaffProblem: Incident War Rooms• 10 SMEs at $50/hr • 20 hrs/wk in war roomLabor Cost: $520,000/year

Solution: Cross-Domain View• Reduces SMEs by 5 • Cuts time by 10 hrs/wkLabor Cost: $130,000/year

IntegrationExpert

Problem: Integrating Incident Tools• 2 weeks per integration• 5 integrations @ $12k eachTime to market: 10 weeks Total Labor Cost: $60,000

Solution: Integrate Once & Reuse • 1st integration = 2 weeks• 4 integrations = 1/2 wk/each Time to market: 4 weeks Total Labor Cost: $24,000

Business Manager

Problem: Web Service Downtime • $10k/hr ecomm. site; 1.6 hrs / wkLost transactions: $832k• Lose 1 client / min @ $300/yr in repeat businessCustomer churn: $1,497,600

Solution: Improved Uptime• $10k/hr ecomm. site; .8 hrs / wkLost transactions: $416k• Lose 1 client / min @ $300/yr In repeat businessCustomer churn: $748,800

Business Impact: Labor savings: $426,000; Revenue Savings: $1,164,800 Total Savings = $1,590,800

Based on ISST estimates of man hours required to develop individual monitoring tool integrations which populate a unified, real-time service desk view.

The financial impact of simpler, faster integration…

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Jazz for Service Management

Jazz for Service Management can help you:· Use Linked Data and OSLC (http://open-services.net/ )

to quickly provide information that is easily consumed by multiple applications. The Jazz for Service Management Registry coordinates linked data integrations by providing a place to register and query the available providers and links for their resources.

· Build interactive dashboards (Dashboard Application Services Hub)for desktop and mobile using a vast palette of widgets (such as charts, gauges, and topology) to integrate data from various Tivoli products or 3rd parties (such as from databases, files). No code required! Or integrate your own UIs using our 3rd Party Integration Widget.

· Deliver compelling reports (Tivoli Common Reportning)for desktop and mobile of your product data using leading technology from Tivoli and Cognos. Give your customers the tools to explore your product historical data and create their own reports.

· Manage & check the configuration of your application via the Administration Services and the new centralized Administration UI. New tasks are easily created using the task builder.

Security Services Enables the standard Websphere single sign-on capability to non-Websphere apps.

• What type of data do you manage? • Could this information be useful for other applications? • Do you have a need to consume data from another application?

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How: Linked Data

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Linked data provides information in context to: Link capabilities and views across

solutions– simplify operations– improve responsiveness– increase agility– lower risk– Reduce administrative

costs– Accelerate the

development and operations lifecycles

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How: Linked Data

Using custom tooling, I can determine location from the network switch

Discovered System Attributes and their Change History (TADDM)

The Patch Status for the system (TEM)

A Help Desk Operator wants to diagnose a trouble ticket (SCCD)…

Asset Management team needs to de-provision a system (SCCD)…

An Auditor must quickly find a system in the lab (SCCD)…

Current CPU and Memory Utilization (ITM)

A Business Service Analyst needs to diagnose a problem with their service (TBSM)…

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Historical CPU and Memory Utilization metrics (ITM)

Status and history of elevator use and horizontal car movement

A problem manager must analyze reports on violent vibrations in an elevator car (MAM)

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ReconciledServer Information

SystemInfo

(Director)

ServiceTickets(ITop)

SmartCloudControl Desk

Registry

License Management

(TAD4D)

Change History(TADDM)

ChangeManagement

(3rd party)

MonitoredApplications

(ITM)

DiscoveredAttributes(TADDM)

Location(Custom Tool)

PatchManagement

(TEM)

1. Providers register their resource links

3. Control Desk queriesProviders to get details

2. Control Desk queries Registry to find linked data for a resource

Multi-Application Linked Data Scenario

Custom and 3rd party data and

solutions.

Uses OSLC Common Resource Type Vocabulary attributes to reconcile resources

from multiple providers.

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Real-Time Dynamic Federation of Data

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Enables VisibilityFrom all sources, within the application

License Mgmt

Change History

Work Orders

Vs. Launching Multiple separate applications

Health

Your App Here

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Plug & Play Integration

Product B

Product A Product B

Product A Product B

Product A

OSLCFacade

OSLC Standard

Same for all products: Simple

Transitional model: standard façade to proprietary back-end

Different for every product: Fragile, Complex

Current model one-off for each product pairing

Target model: Hardened, Standard Implementation

OSLC Standard: Open, Simple, Repeatable

Tim

eM

aturityPlug & Play IntegrationAcross multiple applications

Plug & Play IntegrationBuild once, integrate

everywhere

Your App Here Your App

Here

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Open Ecosystem

Standard Interfaces established using OSLC

3rd Party integration using same method as IBM integration

Transparent Development with regular demos, feedback, and betas

3rd Party DataIntegrated with IBM application

Your App Here

3rd Party Applicationconsuming IBM Data

Your App Here

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How: Open Services for Lifecycle Collaboration

An initiative aimed at simplifying data linking and tool integration across the lifecycle

Community Driven – specified at open-services.net

Specifications for Application Lifecycle Management, Product Lifecycle Management and DevOps Interoperability extending to Operations Lifecycle

Inspired by Internet architecture Loosely coupled integration with “just enough”

standardization Common resource formats and services

Barriers to sharing resources and assets among tools

Multiple vendors, open source projects, and in-house tools

Private vocabularies, formats and stores

Entanglement of tools with their data

Deploy

Operate

Maintain

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Dashboarding Services

Integrated OSLC UI Previews

SolutionDashboards

Mobile UIs

Product UIs(ITM, APM)

JazzSM UIs(Admin, Reporting)

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Dashboard Application Services Hub- Customer Value

Solution Dashboards– More actionable information to be displayed

– New dark theme designed to help L1/L2 operators quickly scan and respond to eye-catching visual elements

– Enables customers to quickly assemble dashboards utilizing a catalog of widgets without product knowledge/education

Mobile UIs– Convenience through access with mobile devices

– Omnipresent access allows customers to address problems quickly

Integrated OSLC UI Previews– Operators can get cross-product information faster to help solve problems

faster

Jazz for Service Management UIs– Centralized administration and reporting in a unified UI reduces training costs

Product UIs– DASH focuses on the customer data, not the console, so the customer can

get the information he needs to solve his issues

– Easy navigation of product tasks, including search and favorites

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DASH - Architecture

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DASH

Widgets for Mobile (New)

Product

Data Provider

Widgets for Desktop

Product

Data Provider

Product

Data Provider

Product

Data Provider

TDI/ IMPACT

Data Provider JDBC

Lotus

CSV

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Themes – IBM One UI & Dark

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DASH – IT dashboard

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DASH – eDayTrader dashboard

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DASH – OS dashboard

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Mobile Support

Provide mobile views for the same set of products

This shows mobile UI for Omnibus

This was demoed at Pulse and the BTA

Customers Feel this is exactly what they want from mobile, and want it ASAP

Only addition is to provide 3 additional mobile tasks on an eventOmnibus

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Hosted Beta

Registry

Change History(TADDM)

MonitoredApplications

(ITM)

DiscoveredAttributes(TADDM)

Location(Sample Provider)

Sample Consumer SmartCloud Control Desk*Coming Soon

Tivoli Business Services Manager

Sample Dashboards

Sample Reports

Administration Services

Services Demonstrations Integrated Management Environment

Try It Today

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Summary

Connect via Transparent Development: http://ibm.biz/BdxR73Join the Jazz for Service Management Group to stay informed of updates

Download the latest drivers

Post questions & interact in the forums

• Click on the latest milestone to get a quick demo of new features and link to ftp site which includes drivers, readme, and docs

• The Readme includes important updates from last sprint, known defects, & a quick start for installation• The docs include very detailed spec information for the registry, it’s a great way to learn the exact protocol for

registering & querying resources

• Overall / Install• Registry• Admin

• User Interface• Reporting• Security

Watch demonstration videos• Registry• Administration

• User Interface• Reporting• Security

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Jazz for Service ManagementThe future “Enterprise Service Management Bus” ?

• resources• capabilities

• URI• attributes• product

OSLC Registry

Products

Resources

Product

Provider

once

contiguous

Application1. Query resource2. Lookup supporting products3. Find desired capability4. Obtain data from provider

• Enables loose integration based on linked data • Allows you to reference generic capabilities

(methods)• Based on:

• REST• RDS

• Dashboard Application Services Hub (DASH) incudes tasks (linked to widgets) to interact with provides.

• Registry contains resources and relationships (subset of CDM)

• Resources are reconciled based on CRTV

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2Q 2013 3Q 20131Q 2013 4Q 2013

Tivoli Business Service Mgr 6.1.1

Netcool Impact 6.1.1

SmartCloud Orchestrator 7.2

SmartCloud Monitoring 7.2

Tivoli Monitoring 6.3

SmartCloud App. Perf Monitoring 7.6

Tivoli Workload Scheduler 9.1

Total Productivity Center 5.2

SmartCloud Control DeskTivoli Storage Manager

6.3

Omnibus 7.X

NetView z/OS 6.2

EXPANDING PARTNER ECOSYSTEM “Jazz & OSLC can reduce the integration costs of an average project with 4 integrations by 33%, and the average time to develop an integration by 75%, based on the principle that we can develop once, and reuse many times.” – ICARO

“With traditional integration, each connection is point-to-point and specific to the two products being linked.  Jazz for Service Management and OSLC provide a central point of integration with an industry standard interface; this reduces both the number of connections required and the complexity of each one.  This can reduce the time required to maintain these connections by 80% and easily save over $10,000 a year per linked product.”– Orb Data

Jazz for Service Management Adoption by Product

TADDM 7.2.2

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Questions?

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Thank You

MerciGrazie

Gracias

Obrigado

Danke

Japanese

English

French

Russian

German

Italian

Spanish

Brazilian Portuguese

Arabic

Traditional Chinese

Simplified Chinese

Hindi

Tamil

Thai

Korean

Tak

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Backup slides

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Provider Registry

1. Products (service providers) advertise their presence and capabilities in a provider registry

2. Products query the registry for service providers of interest (supported domains, resource types etc.)

3. Products use returned service provider information to access each other directly, thus automating many integration functions.

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Resource Registry

1. Products register information in the Resource Registry for resources they manage. These records link back to the domain-specific detailed information about the resources in the products.

2. Resource Registry uses the OSLC Common Resource Type Vocabulary to reconciles information from multiple products to enable consistent resource definition across products.

3. Products query Resource Registry for resource links of interest.

4. Links are followed to access or manipulate resource information as surfaced from the individual products.

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Administration ServicesSingle point of configuration and administration of the IT management solution Use an open architecture to setup, configure, integrate & administer products from IBM and other

vendors, to deliver overall value of the IT management solution

Rapidly provide real-time and end-to-end visibility into a complex IT management solution – its health,

performance, lifecycle state, dependencies, maintenance, historical state, etc.

Lower the skills required to administer the complex multi-product, multi-vendor, and multi-domain IT

management solution.

Empower the administrators with codified SME knowledge (in the form of automations) required to

perform standard repetitive administrative tasks (health-check, preventive maintenance, root-cause

analysis, utilization / performance / capacity checks, etc.)

Perform risk managed configurations of complex multi-product IT management solution, using pre-

tested SME knowledge, in a contextual manner.

Rapidly implement & operationalize the IT management solution that complies to the enterprise-specific IT

management policy, practices & procedures.

Mgmt System Administrator

Services & Support Engineer

System Integrator

Value Added Reseller

Independent Software Vendor

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Configuring & administering IT Management Systemwith Administration Services

OSLC Admin Service Provider (implements the open-standards interface for Administration)

Admin Service UI (GUI / CLI)

Orchestrate the Administrative Tasks

OSLC interactions between the Console & the Product

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Tivoli Common Reporting

TCR is a common shared component across Tivoli. It adds value to Tivoli solutions by simplifying how information is visualized and shared

Author View Share

Build custom reports using a drag & drop integrated web-based editor

Single UI for all report formats means common scheduling, distribution, security, and administration

Send reports via e-mail, or save for later use. Output in HTML, PDF, Excel, XML, or CSV

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Interact with reports without the need for server requests. This means reports can be emailed with interactive features.

No coding required

Clickable charts, sorting, radio button, tabs, cascading lists, checkbox filtering, ...

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Active Reports

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Reporting workspace

• Drag and drop pieces from different reports to create a workspace with reporting content

• Add interactivity between related data

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Support for CSV, XML, and XLS

No data modeling knowledge or separate tooling needed

Join data with existing data

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Add Data From Flat File

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Mobile Support - Reporting

Provide user access to mobile views across the products

Provides access to reports via Cognos Mobile This is all defined out of the box, with very simple

dashboard customization to tailor to fit needs

Services Summary (TBSM)

Service Summary

Cognos Mobile