1. © 2013 IBM Corporation
Tivoli process automation environment:
Service Catalog Overview
November 2011November 2011
Morten Møller
moellerm@us.ibm.com

2. © 2013 IBM Corporation
Do you?
Know which services are provided throughout your organization?
– Know how many different teams are providing services?
– Know if different teams deliver the same (or similar) services ?
– Know if they fulfill the services in a similar fashion?
– Know if they using the same infrastructure, tools, and processes?
– Know if they (equally) successful?
Meet the expectations of your users and sponsors?
– Publicize to the users which services are available?
– Provide the services in a timely fashion?
– Provide the services in a way that the users want to consume?
– Meet your SLAs for service provisioning?
– Monitoring the process, including changes to the process itself?
– Have the right amount of resources allocated to each phase of the process?
– Use history to plan and identify problem areas?
– Capture user experience through surveys and voting ?
Use the technology to enable service-on-demand?
– Enable self-service through a mobile-enabled web portal?
– Allow users pick solutions from a knowledge base?
– Automatically link to external service providers
Expect to realize monetary or organizational benefits by
streamlining and optimizing the service provisioning?

3. © 2013 IBM Corporation
Automate, Control, Visualize
To optimize your service provisioning, you must:
•Automate
•Control
•Visualize
the service provisioning process.
•Automate as much of the request, accept, approve, authorize, fulfill, review, close tasks as possible
to:
• Streamline and homogenize your processes
to make them robust and repeatable
• Decrease delivery time
• Increase quality and customer satisfaction
•Control the service provisioning process by monitoring and
warehousing history and key metrics. This helps you:
• Meet SLAs with minimal resources
• Document and plan resource requirements
• Measure and document the effect of changes to the process
•Visualize and analyze the service provisioning process metrics to:
• Document your achievements
• Identify problem areas and candidates for improvements or automation
• Extract lessons-learned

4. © 2013 IBM Corporation
Agenda
• Introduction to IBM Service Management
• Customer Pain points
• Service Catalog
• What is a service catalog?
• Service catalog components
• Roles, applications & tasks
• Shopping user interface
• Service Offerings
• Service Request fulfillment
• Service Catalog Administration
•Enterprise App Store
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5. © 2013 IBM Corporation
Integrated approach to Service Management
Integrated Solution
An Integrated set of solutions represent the full
management of data, processes, tooling and
people
Common Data Model
The core solutions share a common data
subsystem for simple data sharing
Processes that Work
Together
The core solutions share a process workflow
automation engine
No Rip and Replace
Leverage existing investments in IBM and 3rd
party
IT management tools
Lower Cost of Ownership
Lower infrastructure and training costs, simple
upgrade model
Tivoli Process Automation Engine
Maximo
Enterprise Asset
Management
Config, Change
and Release
Management
Service Request
Manager
Service Desk
Service Catalog
Tivoli Provisioning
Manager
Tivoli Endpoint
Manager
Asset
Management for
IT
Common Data Subsystem
TADDM
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6. © 2013 IBM Corporation
Unified solution to improve productivity
• Advanced work management processes
• Flexible and easy to configure, no coding required
• Dashboards and reports
• Multi-customer support
• Based on leading standards-based technology
– J2EE, SOA, XML
• Process integration, built from
the ground up on ITIL
• Single user interface
• Data integration
• Underlying platform supports multiple products to
provide unified solution
Users
Service Desk
Service Catalog
Service
Requests
Catalog
Requests
Shopping Requisition
Order
Management
Order Tracking
OMP/PMP
Integration for
automation
SRM Service
Provider Solution
integration
Knowledge Incident Problem Asset/CI
OMP/PMP
Integration for
automation
SRM Service
Provider
Solution
integration
Shared Service Center
Typical integration
in custom portal
Supports all types of services:
Facilities, IT, procurement, HR etc.
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7. © 2013 IBM Corporation
Customer Pains – if service catalog is not used
• Customers cannot manage Service Delivery effectively.
 Which “services” are actually being provided
 How frequently they are being requested
 How satisfactorily they are being fulfilled
 Inability to predict future demand for services, so planning for them is weak
 End users do not know what services they are entitled to and how to obtain
them.
• Operations personnel do not have well defined, best practice, fulfillment
processes defined. As a result they fulfill the same requests in different
manners.
 For IT services that affect critical hardware and software assets, need to tightly integrate
Service Delivery with established IT Management processes
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8. © 2013 IBM Corporation
What is Service Catalog?
Service
Index
A list of services…
…available in an
online catalog…
…which supports
online ordering…
…and automated
order fulfillment
• Structured, searchable, database of services available to end
users
• Description, service levels, costs, availability, entitlements
• Support transaction services and subscription services
• Add orders to a shopping cart, checkout
• Order authorization and approval
• Fulfillment/provisioning of transaction/subscription services
• Workflow management of manual process steps
• Drive automation of IT processes – esp. change and release
Service Catalog (an application)
Metrics/Data
Process Flow
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9. © 2013 IBM Corporation
Examples of Service Offerings published in a Catalog
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 IT Services
– Password reset
– Request a mobile device
– Request a laptop
– Deploy a server in a datacenter
– Provision my laptop with a specific SW application
– Request a toner to a printer
 Enterprise App Store
– Request SW license and install on desktop (with authorization
– Request SW install on mobile device
– Request removal of SW and return license to pool.
 Procurement and Travel Services
…approval required, optional links to external service providers
 HealthCare services
…(links to external service providers)
All services that are available to employees can be published through an online service catalog.
Fulfillment can be AUTOMATED or MANUAL.
 Incident and Problem reporting
 HR Services
–Request for a new employee badge
–On-boarding of new employees
–Off-boarding of employees
–Request salary increase 
(requires authorization) and tax withholding.
–Changes to personnel and organizational
information or status
 Facilities services
–Turn on light, adjust temperature
–Book facilities (meeting room, video conference
facilities etc.)
–Request catering
–Move my office
–Minor facility requests such as replace my office
light bulb, paint my office etc.
–Disposal of dangerous materials
–…

10. © 2013 IBM Corporation
Service Catalog components in IBM SmartCloud Control Desk
• Roles and Start Centers
• Service Definition Templates
• Request Workflows
• KPIs and Thresholds
• Queries and Reports
• Escalations and Notifications
Best Practice Content
Shopping UIsService Tooling
• Extensibility
• Catalog definition tooling
• Service & Offering definition tooling
• Fulfillment Option definition tooling
• Upgrade tooling
• Common Service Requests
• Launch to Incident, Problem,
Change and Release
• CMDB Integration (CI/Asset selection)
Process Integration
• Shopping Cart
• Favorites / Recommended
• Search
Order Fulfillment
• Descriptive
• Action
• Supply Chain
Service Creation
& Publishing
Service Ordering
“Shopping”
Service Order
Management
Service
Fulfillment
Service
Monitoring
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11. © 2013 IBM Corporation
Service Catalog - Main Roles, Activities, and Tools
IT Operations Analyst:
 Complete order planning
 Work schedule assignment
IT Operations Specialist:
 Performs work items
ISM Integrations
(Change, PMPs, OMPs)
Service Order
Application
Work Mgmnt
Applications
Service Definition
Application
Offering Definition
Application
Capabilities
Application
Catalog Definition
Application
Service Designer:
 Define Services
 Define Offerings and Catalogs
Service Delivery Manager:
 Determines delivery plan
 Determines providers
Service
Administration
Operations
User
Shopping UI
IT User:
 Searches for services
 Submit requests
 Monitor status SRM Start center
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12. © 2013 IBM Corporation
Key Features of the Self-Service UI
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Entitlement
•Users view only those offerings that they are entitled to
•Users can browse or search for an offering
•Requests are validated before they are submitted
•Shopping Cart
•When a user submits a request, Service Requests are created.
Catalog Request represents the cart.

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List of Service Offerings
Cart 0 Items
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Customer input when a service is requested!
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Orders in the shopping cart & status
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Service Offerings
The Offering application to design offerings.
When you design an offering, think of:
• Job Plans
• Validation Scripts
• Workflows
• Response Plans
• Classifications
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• Some offerings may be auto-approved.
• Approvals can be specific to each offering.
• If needed, approvals can be made unique based
on requester, site, or by any other data in the
Service Request.
Service Catalog uses standard Tpae tools for fulfillment:
• Response Plans can be used to vary what Ticket Template, Job Plan is applied based on requester,
site, etc.
• Workflows, Work Orders can be used for fulfillment.
• Reduces learning curve for designers, operators.

17. © 2013 IBM Corporation
Service Catalog Administration
• Entitlement can be defined using Security Group application.
• The Catalog application s used to design catalogs and append offerings.
• Full SLA function is available for Catalog Service Requests.
• Surveys can be used for Catalog Service Requests to measure user satisfaction.
• Tight Integration with IT asset management & provisioning applications
– Reserve items automatically when Work Order is approved.
– Automatically provision SW as needed
• Integration:
– Service Catalog objects are accessible thru Web Services. For example, customers can develop their own catalog
UIs, if needed.
– Service Requests may be shipped to vendor systems for fulfillment.
– Using Integration Framework, fulfillment flows may be integrated with management apps.
• Multi-customer support:
– Customers may be authorized for one or more catalogs.
– Agents may be restricted to submit Service Requests from one or more customers.
• Billing:
– Pricing rules may be specified for catalog transactions
– Bills can be generated periodically for each customer
– Customer can review the bill and raise issues
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18. © 2013 IBM Corporation
Questions?
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19. © 2013 IBM Corporation20
Thank You
Merci
Grazie
Gracias
Obrigado
Danke
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20. © 2013 IBM Corporation
Tivoli SmartCloud Control Desk:
Backup Slides

21. © 2013 IBM Corporation
Tivoli SmartCloud Control Desk:
Enterprise App Store

22. © 2013 IBM Corporation
Market Trends: Internal Enterprise App Store
End users comfortable with using AppStores
provided by companies like Apple, Google,
Amazon.
– Browse applications
– View comments and ratings
– View pricing
– Click to purchase
– Automated deployment to target device
• Enterprises want to provide a similar experience
for internal apps – but have additional
requirements
– SW license management
– Integration with procurement
– Chargeback
– Policy enforcement
• Enterprises also have broader requirements for
– Apps for multiple platforms
• Windows, Mac, Linux
– Device types
• Laptops, desktops, servers, mobile
• A total enterprise view requires support for an
“Electronic Software Store” - not just apps – but
also virtual machine requests, OS requests,
storage requests
• Enterprises also have to provide support for
users if they run into issues
– Solutions knowledge base

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Enhanced Self-Service Center
Key features
– Hierarchical navigation
– Live Chat support
– News Pod
– Request Status Pod
– My Assets Pod24

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Provide an Internal Enterprise App Store
with Integrated License Management, Automated Deployment, Cost Accounting & Chargeback

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Provide an Internal Enterprise App Store
with Integrated License Management, Automated Deployment, Cost Accounting & Chargeback
Key features
– Overview (with full rich text support)
– Comments and Ratings
– Fulfillment time view
– Order form
– Pricing support26

26. © 2013 IBM Corporation
Get more Social! - Comments and Ratings
Key features:
– Summary of individual ratings is calculated and displayed
– User comments are displayed.
– A user can rate the offering directly from the offering dialog, or from the service request status (after
fulfillment).
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27. © 2013 IBM Corporation
Request Fulfillment Runbook Workflow executes
End User
1.) End User Requests Software
2.) Workflow Initiated. Checks License Entitlement.
3.) Automatic or manual approvals based on policy.
4.) Runbook calls TEM to deploy Software
5.) Software deployed to target.
6.) Status & inventory information provided back to TEM.
7.) TEM Software Usage Analysis is loaded into SCCD for license audit
SmartCloud Control Desk
Runbooks
1 2 3
4
TEM Server
7
56
Asset & CMDB
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End-user receives popup on their desktop that TEM is installing the
software

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Request is completed – End user can see visual status
• Approvals tracked explicitly.
• Interim status provided.
• Progress bar indicator provides
visual cues.
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