Service Management Strategy The Service Management Strategy provides three fundamental aspects of

Service Management

Visibility Service management starts with gaining visibility of the IT environment and how the services it provides are performing against business and operational objectives. This visibility enables prioritized response to events in the IT environment based on their business impact. For example, reports demonstrating compliance with regulatory requirements provide a business level perspective of the state of the IT environment Control When visibility of the IT environment is available, it is possible to determine which control are required (and where) to support the goals of the business. These controls include governance over the changes in an IT environment. For example, authentication and access control in a Web-based environment ensures that users are identified and granted access only to the resources for which they are entitled Automation When an organization gains visibility and control of their IT infrastructure, adding automation is a logical extension for improving operational efficiency. For example, automated provisioning of user identities and their entitlements can reduce the time for a new user to be productive from many days to considerably less than a day.

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Tivoli Integrated Portal

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Commercial in Confidence

Consolidated Operations Management

Event management (Millions of events per day) Realtime data access & policy management. Event correlation. Event enrichment. Monitoring of changes to data. Automation. Notification/escalation.

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TBSM Realtime Service Modelling

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Enterprise Business Service Management

TBSM monitors the Omnibus Object Server for incoming events.
The Object Server collects / receives events from probes, monitors, and other applications such as TCIM/TSOM, ITM, TPC etc. TBSM service model views responds to the data received from incoming events.
TPC TNMIP TPM TIM/TAM TADDM ITCAM SOA WebSphere RTT TCIM TSOM CCMDB

ITM

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Enterprise Business Service Management

Providing visibility into application topology and availability to end users and business users. Always cumbersome due to complex dependencies between the components making up the applications. Problems with availability are frequently caused by changes made to components supporting delivery of the application, identifying and tracking this change is essential to service quality. Automated Service Modelling.
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TBSM Service Rules

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Enterprise Business Service Management Operational Visibility

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Enterprise Storage Management

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Enterprise Identity & Access Management

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Enterprise Access Management EBusiness

BEFORE AFTER
Access Manager Security Services
Unified policy Centralized audit Single user registry
and other J2EE

Too many passwords to remember Figure 1. Unified, Policy-Based Security for the Web Multiple admins with multiple access control tools User and access control information everywhere Compliance? To what?
= Security policy

Web single sign-on Single admin or delegated admins with a single tool User and security info centralized/ understandable Policy + audit = compliance
= Audit

= User & group info

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Enterprise Network Management

Network Manager provides network discovery, monitoring, topology visualization, and root cause analysis capabilities.
There are several different layers of functionality in Network Manager: Visualization The visualization layer consists of topology visualization and event visualization tools. Data The data layer consists of topology storage, event storage and root-cause analysis tools. Network The network layer consists of network discovery and monitoring tools.

Network Manager architecture

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Integrated event de-duplication, failover and failback Status Monitoring/Root Cause Analysis Analyze SNMP traps, syslog messages and Precision faults for Root Cause Correlation works on all major dynamic routing protocol failures, traps and Syslog, and typical interruption events like interface link down or VLAN failure Flexible, presentation-quality reporting Network Definitions Up to date with new technology support and definitions. Harvests rich device specific data Integrates CMDB data to display devices based on the Network Manager schema Additional Standby Routing Protocols Supported RFC VRRP, Foundry VRRP, Extreme ESRP MPLA and Advanced Network Routing Protocols (BGP, OSPF) Models next generation networks for better root cause analysis Topological-based Containment model includes VLANs and physical containment Increased discovery coverage Layer 2 and 3 in a single application MPLS Layer 3 VPNs: Juniper Networks M-series & E-series, Cisco Virtual routers: RFC & Cisco, Foundry, Extreme ATM: RFC (ILMI, PNNI) & Marconi, Fore Frame relay, SNMP v3, more Smarter discovery for overlapping and NATed IP Address Domains Can pause or limit to selected subnets

Enterprise Network Management for IP

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Enterprise Client & Application Response Management

ITCAM for Response Time Tracking (RTT) Provides an insight into User response time experience Visibility of transactions through applications Visibility of transaction bottlenecks to speed problem isolation. Can automate learning of client and application response times Can validate end user experience through service level delivery

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Client Response Time Management

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Application Response Time Management

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