© 2009 IBM Corporation

Tivoli Live Service Manager Michael Friis Olsen mifo@dk.ibm.com +45 28803786 Global Technology Services Senior Operations Architect

TLsm

© 2009 IBM Corporation

Hvad er TLsm

IBM Tivoli Live – service manager Er en software-as-a-service, der hjælper med at supportere kundernes IT afdeling

IBM Tivoli Live – service manager indeholder Standard software fra Tivoli (TSRM, CCMDB, Asset for IT) hostet af IBM

TPAE

TAM

IT

TSR

M

CC

MD

B

ISM Database

TAMIT Reducere it-omkostninger, mindske risikoen og optimere service med effektiv it-asset management-løsninger

Muliggør effektiv styring af it-aktiver livscyklus, til lavere omkostninger, mindske licens overholdelse af risiko, og bedre bringes i overensstemmelse med virksomhedens mål. http://www-01.ibm.com/software/tivoli/products/asset-management-it/

TSRM Automatiseret anmodning opfyldelse system gennem integreret service desk og servicekatalog

Styrer både anmodninger baseret på kald og service katalog i én løsning med integreret service desk software og service katalog. http://www-01.ibm.com/software/tivoli/products/service-request-mgr/

CCMDB Udnytter en åben Architected integrationsplatform for implementering og automatisering af succesfulde service management initiativer.

CCMDB fra Tivoli ® automatiserer data, arbejdsgange og politikker for at tilpasse it-infrastruktur management med erhvervslivet prioriteringer. http://www-01.ibm.com/software/tivoli/products/ccmdb/ TPAE Workflow engine

© 2009 IBM Corporation

IBM Tivoli Live – service manager comprehensive ITIL capabilities

Client Self Help

Release Management

CMDB

Asset Management

Change Management

Incident & Problem Management

Service Request

Service Catalog

Tivoli Live – service

manager

Knowledge Management

Service Level Management

ITIL® Gold Certified Pink Certified

Self-help, catalog and request management

Process automation workflows and fulfillment

Reports and analytics

IBM’s Key Differentiators

KCS Verified

© 2009 IBM Corporation

Tivoli Live – service manager: Scope and terms

 Sold by User Role, lets the customer “pay for what they need” - differentiated model to attack the market: – Offers clients the option to buy only user types they need through subscription-based pricing – New Pricing available soon based on total concurrent users (versus per individual user)

 Target both enterprise and general business segments

 Terms of Offering: – Minimum term (1 year) and volume

(~25 subscriptions) to qualify for offer –  Standard service supports up to 600

concurrent users (special bid for higher # of users)

–  For Sev 1, phone support is available –  For all other questions, email and forum support are available (24-hour response) –  SLO of 99.5% availability (excluding

maintenance windows) –  30 day notice for termination –  Early termination fees regardless of

term  SaaS with quarterly updates  Hosted on IBM Compute Cloud

Tivoli Live - service manager (Incident-Problem-Change-Catalog-

Config, Release, Asset)

 Customers can start with single subscriber type (that is, service desk agents)

 Simplified GUI, Roles, and Workflows

 Positioned as easy-to-use entry level

 Additional subscriber (and function) to meet competitive scope and add value differentiation

 Standard UI, roles and workflows

Service Desk Only (Enterprise & GB Segments)

Full, Multi-Discipline Process Automation (Enterprise Segment)

© 2009 IBM Corporation

Prismodel og Priser

Service Desk User DKK 542/user/month Service Release

and CMDB User DKK 416/user/month

Asset Manager User DKK 605/user/month Combo User

(concurrent) DKK 982/user/month

Manages incidents and problems

Approves and monitors changes

Owns and publishes service definitions in service catalog

Approves and monitors releases; administers CMDB; manages CIs

Approves and monitors assets; lifecycle management of IT assets

Concurrent User - a unit of measure by which the Program can be subscribed. A Concurrent User is a person who is accessing the Program at any particular point in time. Regardless of whether the person is simultaneously accessing the Program multiple times, the person counts only as a single Concurrent User. The Subscriber must obtain entitlements for the maximum number of Concurrent Users simultaneously accessing the Program. Subscriber must obtain an entitlement for each simultaneous Concurrent User accessing the Program in any manner directly or indirectly (for example: via a multiplexing program, device, or application server) through any means. The Concurrent User has access to any combination of the following: Asset Manager, Change and Release Manager, or Service Desk Agent. The ratio = 3,5.

© 2009 IBM Corporation

SaaS Versus Traditional On-Prem Model

SaaS (Hosted, subscription)

Traditional (On-prem, perpetual)

OPEX vs. CAPEX Operational Capital

Predictable Costs Yes No

Maintenance Costs Included in subscription 15-30% of list per year

Upgrades and patches Automatic – stay current Customer responsibility, cost

Support and infrastructure Included – focus on business Customer responsibility, cost

Customizations Preserved Hinder upgrades

Upgrades Maintenance, support staffing,

and infrastructure

CAPEX – license and implementation

Low initial -- OPEX Low, predictable yearly costs

© 2009 IBM Corporation

IBM Tivoli Live – service manager enables rapid deployment of an enterprise-class, integrated service management environment

IBM Internet

Manager

Client

Employee end user

Role-based IT staff

3. E-mail sent to client administrator

4. Load data

1. Sign Contract

5. Ready!

2. Dedicated virtual instance provisioned on the IBM Cloud

Tivoli Live – service manager

  Cloud-based provisioning of instances

  SaaS image with out-of-the-box content

  Simplified role-based user interfaces

  On-Boarding utilities: •  Load Assets, CIs, User definitions,

person groups, licenses from a spreadsheet (csv file)

•  Sample files and formats provided in welcome package

•  Import Preview Mode – validate data before loading

Time to Value via:

© 2009 IBM Corporation

Tivoli Live – service manager Integrations

Integration Methods  VPN

 E-mail Initiated ticket generation

 CSV file import

 LDAP, Active Directory

Event Management and 3rd Party Service Desks

 Omnibus

 E-mail Initiated ticket generation

 BMC Remedy

 TEC

Discovery and CMDB

 Any CSV generating

 CCMDB

 TADDM

 TADD

Messaging / Social

 IM Bot

 Sametime

 Google Talk

 Twitter

Other

 RightAnswer

 Rational Clearquest

 Tivoli Identity Manager

 Tivoli Remote Control

 Envision

 Lotus Connections

 CTI systems

 iPhone Everyplace

• Normal text denotes “out of the box” integration – fully tested but may need configuration • Italic text denotes “custom” integrations that may require validation – many currently being tested

© 2009 IBM Corporation 9

Security control details (on the IBM Cloud)

  Implemented a pair of SRX 650 Juniper firewall for secure access & isolation

  Implemented SDD & TLSM in a private VLAN in IBM Cloud

  Access of end users are via a secured SSL (HTTPS) connection

  Dedicated VM implementation for every TLSM customer

  Deployed Host Intrusion Detection to identify and eliminate any DoS attacks

  Isolation of WAS and DB VM using IPSEC firewall

  Received IES Security approval with Risk Acceptance

  Already have legal message in TSRM home page UI for customers to not put PI or SPI data into system

IBM Cloud Internet

Administrator/Manager “Combo” User

SDD / TLSM

IBM Agents

Role-based IT Staff: • Service Desk User/Agent • Service Catalog User • Change & Release Manager • Asset Manager

MSD Firewall

Customers HTTPS Session