Michael Friis Olsen, Senior Operations Architect om Tivoli Live Service Manager Indlægget blev holdt på IBM Partner Kick Off 2012

1. TLsm
Tivoli Live Service Manager
Michael Friis Olsen
mifo@dk.ibm.com
+45 28803786
Global Technology Services
Senior Operations Architect
© 2009 IBM Corporation

2. Hvad er TLsm
IBM Tivoli Live – service manager
Er en software-as-a-service, der hjælper med at supportere
kundernes IT afdeling
TAMIT
IBM Tivoli Live – service manager Reducere it-omkostninger, mindske risikoen og optimere
service med effektiv it-asset management-løsninger
indeholder Standard software fra Tivoli Muliggør effektiv styring af it-aktiver livscyklus, til lavere
omkostninger, mindske licens overholdelse af risiko, og
(TSRM, CCMDB, Asset for IT) hostet af IBM bedre bringes i overensstemmelse med virksomhedens
mål.
http://www-01.ibm.com/software/tivoli/products/asset-
management-it/
TSRM
Automatiseret anmodning opfyldelse system gennem
CCMDB
integreret service desk og servicekatalog
TAMIT
TSRM
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.
TPAE 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/
ISM Database
TPAE
Workflow engine
© 2009 IBM Corporation

3. IBM Tivoli Live – service manager comprehensive ITIL capabilities
IBM’s Key
Differentiators
Incident & Problem Change
Management Management
Service Asset
Request Management
Knowledge Service Level
Management Management
Client Self Help CMDB
Tivoli Live –
Service service Release
Catalog manager Management
Self-help, catalog and Process automation Reports and analytics
request management workflows and fulfillment
ITIL® Gold Certified Pink Certified KCS Verified
© 2009 IBM Corporation

4. 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 Tivoli Live - service manager
 Terms of Offering: (Incident-Problem-Change-Catalog-
– Minimum term (1 year) and volume Config, Release, Asset)
(~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  Customers can start with  Additional subscriber (and
single subscriber type (that function) to meet
– For all other questions, email and forum
is, service desk agents) competitive scope and
support are available (24-hour response)  Simplified GUI, Roles, and add value differentiation
– SLO of 99.5% availability (excluding Workflows  Standard UI, roles and
maintenance windows)  Positioned as easy-to-use workflows
entry level
– 30 day notice for termination
– Early termination fees regardless of
term
 SaaS with quarterly updates Full, Multi-Discipline
Service Desk Only
 Hosted on IBM Compute Cloud Process Automation
(Enterprise & GB Segments)
(Enterprise Segment)
© 2009 IBM Corporation

5. Prismodel og Priser
Service Desk User Service Release Asset Manager User Combo User
DKK 542/user/month and CMDB User DKK 605/user/month (concurrent)
DKK 416/user/month 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

6. SaaS Versus Traditional On-Prem Model
SaaS Traditional
(Hosted, subscription) (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
CAPEX – license and implementation
Maintenance, Upgrades
support staffing,
and infrastructure
Low initial -- OPEX Low, predictable yearly costs
© 2009 IBM Corporation

7. IBM Tivoli Live – service manager enables rapid deployment of an
enterprise-class, integrated service management environment
Time to Value via:
Client IBM
 Cloud-based provisioning of instances Internet
 SaaS image with out-of-the-box 5. Ready!
content 3. E-mail sent
to client
Employee end user
 Simplified role-based user interfaces administrator
 On-Boarding utilities:
• Load Assets, CIs, User definitions,
person groups, licenses from a
4. Load data
spreadsheet (csv file)
• Sample files and formats provided Tivoli Live –
Role-based IT staff service manager
in welcome package
• Import Preview Mode – validate
data before loading
1. Sign Contract 2. Dedicated virtual
instance provisioned
on the IBM Cloud
Manager
© 2009 IBM Corporation

8. Tivoli Live – service manager Integrations
 VPN  CSV file import
Integration Methods  E-mail Initiated ticket generation  LDAP, Active Directory
 Omnibus  BMC Remedy
Event Management and 3rd
 E-mail Initiated ticket generation  TEC
Party Service Desks
 Any CSV generating  TADDM
Discovery and CMDB  CCMDB  TADD
 IM Bot  Google Talk
Messaging / Social  Sametime  Twitter
 RightAnswer  Envision
 Rational Clearquest  Lotus Connections
Other
 Tivoli Identity Manager  CTI systems
 Tivoli Remote Control  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 IBM Agents Internet IBM Cloud
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 HTTPS Session
Customers
 Dedicated VM implementation for every
TLSM customer
 Deployed Host Intrusion Detection to identify
and eliminate any DoS attacks
Role-based IT Staff:
 Isolation of WAS and DB VM using IPSEC • Service Desk User/Agent SDD / TLSM
firewall • Service Catalog User
• Change & Release Manager
 Received IES Security approval with Risk • Asset Manager
Acceptance
 Already have legal message in TSRM home
page UI for customers to not put PI or SPI
data into system
Administrator/Manager MSD Firewall
“Combo” User
9
© 2009 IBM Corporation