From IT services to service management is a qualitative change

As a contributor and practitioner of ITIL (IT Infrastructure Library,it Infrastructure Library), IBM has, over the years, used the Tivoli family of innovative products and solutions in the areas of system management, storage management, and security management to help many enterprise users standardize Its IT service management processes play a positive role in effectively controlling it costs, simplifying IT infrastructure, and effectively integrating it and core business.

IBM has topped the list of "the most strategic IT management software vendors", with a total of 11% of customers choosing IBM, according to Ovum summit, a renowned industry analyst, recently released its 2006 IT Service Management report. As a result, IBM was rated as the "most unique business/IT adjustment strategy" among the four types of IT service management vendors.

It is obvious that IT service management focused only on IT infrastructure is unable to meet the needs of enterprises for service management of business support system, and the demand for enterprise business assets management is increasingly strong. Enterprises need a unified approach to standardize existing service management, thus accelerating the modular and management of repetitive processes, not only the management of IT infrastructure (including software and hardware), network environment, but also the management of business elements including enterprise business assets. In this context, a new service management strategy, IBM service management was born. 2006 years of the year, IBM has completed acquisitions of key provider MRO for asset and service management software and consulting services, enhancing IBM's ability to manage enterprise business assets.

"From IT service management to IBM Service management is an inevitability and a qualitative change," says Alfred W. Zollar, general manager of IBM Tivoli software. Because we noticed that enterprise customer's business is being incorporated into a broader external environment, in addition to IT infrastructure, and network facilities, business assets and so on, if these elements are not effectively managed, it will inevitably lead to the enterprise cannot deliver the effective service for its core business, Which ultimately leads to business goals that are difficult to achieve. Therefore, we believe that we must promote our valuable experience in IT service management to enable the enterprise to control its own it and enterprise assets. In fact, IBM's deep accumulation of software, hardware and services has allowed us to have all the elements required for the IBM Service management. ”

IBM software, hardware, and services have their respective strengths to support the ISM strategy. IBM System and Technology division of Greater China Infrastructure Solutions general manager Zhu Ming said: "IBM Systems Technology (STG) for IBM Service management business operations to create business data processing engine. It contains two parts of the server and storage. This engine provides an advanced virtualization interface to enable heterogeneous devices to effectively meet the needs of IT service management for processing power and storage. ”

IBM Global Information Technology Services (GTS) in the global management of more than 120 large data centers, IBM Global Information Technology Services consultants can tailor the data center management model for Chinese customers, and combine the current industry's most advanced technology platform to achieve landing, To solve the actual needs of domestic users of the management plan.

The overall architecture of ISM

To help enterprise users to effectively control costs, simplify service management system, and then achieve business innovation as the goal, IBM Service Management is committed to helping enterprises find a fruitful way of service management. To this end, the IBM Service Management provides a modular architecture with many unique features, including several aspects:

Process Management--combing the management process, promoting the modularization of the service management process, and integrating it to achieve automation to help enterprises improve the efficiency of service management.

Service Management Platform--IBM Service Management Services management platform built on IBM Tivoli ccmdb (change and configuration management database), standardize and push management information across the enterprise to share channels, and help all operations departments to have consistent business content information , on the basis of which the customer is to manage the change.

Operations management-helps organizations deliver effective services throughout the infrastructure. Tivoli Operations Management products span business applications, servers, networks and devices, storage, and security, allowing businesses to understand operations from a holistic perspective.

Best practice set-in long-term business practice, IBM has developed a number of best practices from thousands of successful customers across the industry, laying the most solid foundation for IBM Service Management.