© 2009 IBM Corporation Delivering Quality Service with IBM Service Management April 13 th, 2009.

© 2009 IBM Corporation

Delivering Quality Service with IBM Service Management

April 13th, 2009.

© 2008 IBM Corporation2

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.

The Service Management from IBMDelivering quality service and enabling business innovation

© 2008 IBM Corporation3

Visibility: See your Business

Control: Manage your

Business

Automation: Improve your

Business

Respond faster and make better decisions

Manage risk and compliance

Lower costs and build agility

IBM Service ManagementEnabling quality service delivery and business innovation

© 2008 IBM Corporation4

Addressing Client NeedsSolving the critical business problems across the enterprise

IBM Service Management IBM Service Management

Service Management Platform

Best Practices, Methodologies, and Services

Visibility Control Automation

Do you need an energy-efficient

datacenter?

How will you manage SOA?

Does the health & performance of

your applications support your

business?

Can you visualize & control of all your assets?

Do you want your asset lifecycle automated?

Do you need to manage all your key processes from a single

interface?

Can you deliver effective network

services?

Is QoSimportant?

Do you need to manage all of

your data, information and

storage resources?

Are your people, applications and

data secure?

Are you sure?

IBM Service Management IBM Service Management

Service Management Platform

Best Practices, Methodologies, and Services

Visibility Control AutomationVisibility Control Automation

Do you need an energy-efficient

datacenter?

How will you manage SOA?

Does the health & performance of

your applications support your

business?

Can you visualize & control of all your assets?

Do you want your asset lifecycle automated?

Do you need to manage all your key processes from a single

interface?

Can you deliver effective network

services?

Is QoSimportant?

Do you need to manage all of

your data, information and

storage resources?

Are your people, applications and

data secure?

Are you sure?

© 2008 IBM Corporation5

Tivoli’s Service Mgmt. Platform Enables Convergence

CommonCommonDataData

ModelModel& Asset& Asset

Info.Info.

Integrated

Integrated

Dashboard

s &

Dashboard

s &

Reporting

Reporting

Common

CommonWorkflow &

Workflow &

Automation

AutomationIntegratedIntegrated

ServiceServiceManagementManagement

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

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

Process Engine

Reduce costs and optimize workflows

Implement process/quality standards

Leverage existing management tools and automation

Support creation of operations run books.

© 2008 IBM Corporation6

What is IBM Service Management?Delivers the ability to answer these three questions …

How does this relate to the

business service?

Service Management PlatformService Management Platform

What’s happening with

theinfrastructure?

What actionsdo we take?

© 2008 IBM Corporation

Expanding the scope of IBM Service Management

IBM service managementIBM service management

Operational management

Service management platform

Process management

Best practicesand services

Connecting the asset to the service

Managing it all!

Service Management PlatformService Management Platform

Aligning the service with the business

© 2008 IBM Corporation

Business Application Mgmt

Server, Network & Device Management

Storage Management Security Management

Products include:

• Tivoli Composite Application Manager

• Tivoli Business Systems Manager

• Tivoli Intelligent Orchestrator

• Tivoli Service Level Advisor

• Tivoli License Manager

• Tivoli License Compliance Manager for z/OS

• Tivoli Contract Compliance Manager

Products include:

Tivoli Enterprise Console

• Tivoli Monitoring

• Tivoli OMEGAMON

• Tivoli NetView

• Tivoli Remote Control

• Tivoli Systems Automation

• Tivoli Workload Scheduler

• Tivoli Provisioning Manager

• Tivoli Configuration Manager

• Tivoli Decision Support for z/OS

Products include:

• Tivoli Storage Manager

• Tivoli Continuous Data Protection for Files

• TotalStorage Productivity Center

Products include:

• Tivoli Access Manager

• Tivoli Identity Manager

• Tivoli Federated Identity Manager

• Tivoli Directory Server

• Tivoli Directory Integrator

• Security Compliance Manager

IT Operational Management Products

IT Service Management Platform

IT Process Management Products

IBM IT Service Management

Best Practices

IT Operational Management Products

Tivoli Product Portfolio

Available TODAY!

Integrated across silos through ITSM Platform and to IT Process Management Products

© 2008 IBM Corporation9

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

Tivoli Software At-a-Glance

© 2008 IBM Corporation10

Market Share LeaderSystems 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- IDCService 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- IDCStorage #1 in Archive and Hierarchical Storage

Management- IDCSecurity #1 in Identity and Access Management- IDC #2 in Security and Vulnerability Management- IDC

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

IBM is the Market Leader

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

© 2008 IBM Corporation11