Flexible and Affordable Service Management Software as a Service (SaaS) Solution Olle Äng, Systems Services Area Leader

1. IBM Tivoli Live
A new way of managing your IT services
Olle Äng
System Services Area Leader
IBM Nordic
olleang@se.ibm.com

2. The real IT costs influencing the results – the operations costs
Energy and cooling costs has grown 8-fold
Costs (billion Units installed
USD) (million units)
300 Operation, handling and administrative costs has 50
grown 4-fold
45
Cost for the platform
250
40
35
200
30
150 25
20
100
15
10
50
5
0 0
00
10
01
04
08
09
98
97
99
03
07
02
05
06
96
20
20
20
20
20
20
19
19
19
20
20
20
20
20
19
Source: IDC, ”Worldwide Server Power and Cooling Expense 2006-2010”, document no. 203598
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3. In today’s economic environment, clients are telling us they need
heightened focus on three essential areas…
• Higher service expectations -
– Improve efficiencies across the business.
– Respond to new opportunities quickly.
• Rising cost pressures -
– Shorten ROI, remove complexities.
• New risks and threats -
– Increase collaboration, but in a protected way.
– Support anywhere, anytime access.
…while acting with a sense of speed and urgency.
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4. Tivoli Live - A SaaS product family
Software as a Service (SaaS) is a software delivery model, in which software is delivered and
managed remotely over the Internet.
Perpetual License Model
Perpetual License Model Software as a Service
Software as a Service
Customer makes buying decisions and is Customer makes application buying
integrator of all components of the IT decisions. Provider makes buying decisions
value stack on components of the IT value stack
Services Services
Application Application
Integration
Middleware Middleware
Pre-packaged
Operating System Operating System
Servers, Storage Servers, Storage
Network Infrastructure Network Infrastructure
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5. Tivoli Live Monitoring Services
An affordable suite of infrastructure health and performance
management services based on out-of-the-box IBM Tivoli
Monitoring (ITM)
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6. IBM Tivoli Live – monitoring services
• Solution Description: IBM Tivoli Live – monitoring services provides a flexible, affordable suite
of infrastructure health and performance management services based on out-of-the-box IBM Tivoli
Monitoring (ITM) software and Global Technology Services server resource management.
– For customers who need infrastructure monitoring capabilities for their existing environment
without deploying additional hardware and administrative staff.
– Primary components of the service include internet-based connectivity to client infrastructure,
server and application monitoring, performance and capacity reporting, selected alert self-
enablement, and dynamic reporting.
– Private hosted model with a dedicated virtual image for each client
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7. Tivoli Live Monitoring Services Value
Simple and Fast
 Simple to Use - IBM provides self-install scripts for data collection agents,
self-help guides and maintains infrastructure for delivery of Tivoli software
 Near Instant Time to Value – No hardware and software to purchase;
installation tasks limited to data collection
 Self-Service – Focus on Operations management not tool administration
 Cost Effective – Monthly rate covers both service delivery and software
capabilities, including updates to latest Tivoli releases
 World Class – Based on Generally Available IBM Tivoli monitoring
software, in use today across thousands of clients
 Upgradeable – Common software foundation makes it easier to switch to
fully managed services or on-premise software deployment in the future
Visibility Control Automation Availability Optimization
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8. Architecture View
Customer
Customer
• No VPN
required ITM
ITM
Customer Premise
Agentless
• No traffic
initiated into
customer ITM
environment.
• All traffic is Internet
initiated
outbound from Application Stack
customer ITM Summarization
TEPS Tivoli Data
network Warehouse & Pruning Agent
TEMS DB2 ITM Warehouse
Proxy
• Target 2 week IBM Premise
TCR NodeWatch Notify
deployment
RedHat V5 Advanced Platform w/ Virtualization
System x Platform
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9. Tivoli Live Monitoring - End to End Coverage of IT Environments
“Touchless” Monitoring
• Operating System Monitoring (Windows,
Linux, Unix) – no need to deploy an agent on
every resource Measure, Baseline and Analyze the
• HTTP (URL monitoring)
• SNMP & Script (Ping) Service and Transactions
• Network device monitoring
Distributed Monitoring
• Robust, agent-based monitoring of applications
and infrastructure
• OS (Windows, Linux, Unix, AIX
HP-UX, Sun Solaris, IBM i)
• Virtual Servers (VMWare, Citrix, MS Hyper-V)
• Databases (DB2, Sybase, Oracle, Microsoft SQL)
• Web Servers (Websphere / Java J2EE
Application Servers)
• Microsoft Windows Servers
• Applications (SAP, IBM Domino Servers, IBM
Lotus Notes, Microsoft Active Director, Microsoft
Exchange, Microsoft IIS Server, Microsoft .NET,
Sharepoint, Biztalk)
• IBM Systems Director (HW monitoring)
Performance Services
• Historical analysis and reports on usage –
good for capacity planning and analysis
• Can leverage data from Touchless and
Distributed or use separate data collection
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10. Tivoli Live - monitoring services (TLMS) is based on and has
many of the options available for IBM Tivoli Composite
Application Monitoring (ITCAM) and IBM Tivoli Monitoring (ITM)
and can be expanded based on these capabilities
ITCAM and ITM Capabilities
Application
Operating Business Web Universal
Infrastructure and Database
Systems Integration Environment Agent
Collaboration
Windows VMware Exchange CICS IIS SQL Agentless
.Net or Agent
Linux Citrix Biztalk Web WebSphere Oracle
Commerce Services Adapter
Content
Unix Clustering Manager IMS WebLogic Sybase
Host Integration
ISA Server
AIX MQ Oracle Informix OPAL
Sharepoint
Portal
solutions
OS/400 MQ (100+
NetWeaver DB2
Virtual Siebel Integrator packages)
Servers
z/OS JBoss Microsoft
and SAP Message Queue
and more….
Apache
Clustering Tuxedo Blackberry
SunOne
Micromuse
Domino
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11. Tivoli Live monitoring services Landing Page
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12. IBM Tivoli Enterprise Portal (TEP)
•The Tivoli Enterprise Portal (TEP) is the central location to view and act on
contextualized information provided by the system monitors
– Personalized views (workspaces)
based on the user roles and scope
– Consolidated view and contextual
information can significantly reduce
mean time to recovery by aiding
in “root cause” analysis
– Centralized visualization of
real-time and historical data can
help with “intermittent” problems
– Visualization of physical and
virtual resource utilization can
highlight areas to contain costs
– Anything visualized in the TEP is
available in the Data Warehouse
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13. IBM Tivoli Live Monitoring Services – Offering Highlights
IBM Tivoli Live Monitoring Services consists of three services; clients can
consume these separately or concurrently
Distributed Touch-less Performance
Monitoring Monitoring Services
 Agent-based monitoring of  Agent-less Monitoring of OS  Historical reporting and
OS and Application and network devices (ITM) trending analysis for
Resources (ITM and for basic up/down status capacity planning (GTS
ITCAM) for deep metrics Asset)
 Self-install data collector
 Self-install Agents  Self-install Agents
 Event Notification
 Event Notification  Internet Portal (will feed into
 Internet Portal (Tivoli
Tivoli Enterprise Portal)
 Internet Portal (Tivoli Enterprise Portal)
Enterprise Portal)  Best practices
 Best Practices
 Best Practices
 Single monthly price, inclusive of service delivery  One-time on boarding fee
and use of the software (list prices shown)
 24x7 phone and email support
 Minimum of 25 monitored services, maximum of
 Terms of 90 days, 1, 2 and 3 years
500 monitored services, separate maximum of
400 network devices once OS minimum is met  Entitles client to the IBM Tivoli Live service
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14. IBM Tivoli Live – service manager
Maximize your IT investments with integrated service
delivery capabilities in a Software-as-a-Service (SaaS)
model
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15. IBM Tivoli® Live – service manager Value
 Improves time to value IBM Cloud
 Pre-configured, modular instances allow Employee IT Staff
clients to get started instantly with an on-demand, end user
Software-as-a-
subscription model service
 Accelerates deployment
 Clients can start small and grow over time; no hardware to
procure, no up-front software licenses, no installation
ITIL roles and
services workflows
 Reduces complexity
 Self service, standardization and simplified roles and
workflows
 Leverages existing software
 Based on enterprise-class software that has been deployed
on hundreds of customers and service provider
environments
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16. Comprehensive ITIL Capabilities ITIL Gold Certified
Incident & Problem
Service Management Change
Request Management
Knowledge Asset
Management Management
Service Level
Client Self Help Management
Tivoli Live –
Service service Release
Catalog manager Management
Self-Help, Catalog & Process Automation Reports &
Request Management Workflows & Fulfillment Analytics
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17. IBM Tivoli Live – service manager provides simple yet powerful
service management processes that can be tailored to client needs
You have control to: Client Internet IBM
 Automate service management processes through
IT Infrastructure Library® v3-aligned process flows
 Buy only the users you need, aligned to ITIL roles
Employee end user
 Align IT with business through service level
•Submits Service Requests
management and escalation management •No Charge
 Manage Hardware and software assets, Service
Catalog, Change and Configuration, and Release
Operations.
 Leverage knowledge management capabilities for
speedy resolution of tickets and self-help
Role-based IT Staff:
 Monitor operational efficiency through key •Service Desk User/Agent Tivoli Live –
performance indicators, reporting, dash boards and •Service Catalog User service manager
start center •Change & Release Manager
•Asset Manager
 Flexibly configure the application to meet your
processes
Administrator/Manager
“Combo” User
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18. IBM Tivoli® Live – service manager Offering Highlights
 Sold by User Role, allowing for increased flexibility
and lets the client pay only for what they need Tivoli Live – service manager
 Includes robust CMDB and Asset Management Tivoli Service Request Manager 7.2
capabilities in addition to problem and incident (Service Desk and Service Catalog )
management
 Based on Tivoli’s Process Automation Engine – all Tivoli Change & Configuration
processes are integrated and share common data Management Database 7.2
model
 Simplified GUIs and interfaces to facilitate quick Tivoli Release Process Manager 7.2
startup
Tivoli Asset Management for IT 7.2
 Terms of Offering:
-Integrated, single Virtual Machine image,
• Role-based, subscription pricing with key enablement for different
• Service Desk Agent functionality
• Service Catalog User
• Change & Release Manager -Simplified GUIs, Roles and Workflows for
• Asset Manager Ease of Use
• Minimum term (1 year) and volume (25 users) to -Specific user guides and welcome kit for
qualify for offer customer self-service
• Standard service supports up to 400 users
-Simple data integration tooling for loading
• Phone and e-mail support (24 hour response) user and asset data
• Service includes operating tasks such as
backup/restore, monitoring, upgrades etc
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19. IBM Tivoli Live Family – Strategy and Roadmap
• Based on our existing Integrated Service Management software platform
• Leverages enhancements made on hundreds of customer deployments
• Easy migration to on-premise (as an option)
• Allows clients to start small with fast ROI, then grow as needed
Business Mgmt Services
(TBSM)
Future Capabilities
Event Management
(Omnibus)
Discovery Services
Tvivoli Live (TADDM)
Tvivoli Live Service Manager
Monitoring Services Core Service Management
Visibility, Control & Processes for Incident, End User Monitoring (ITCAM
Automation for Server & Application Problem, Change & Asset for Transactions)
Availability
Service Desk & Catalog
Touchless Monitoring (Tivoli SRM)
(ITM & Remote Monitor) Change & Configuration
(Tivoli CCMDB)
Release Management
Distributed Server (Tivoli RPM)
Monitoring Asset Management
(ITM & ITCAM for Apps) (Tivoli AMIT)
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20. Managed Infrastructure Services
Questions?
Olle Äng
Systems Service Area Leader
IBM Nordic
olleang@se.ibm.com
May 24, 2011 Stockholm, Sweden
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