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000-030 IBM Tivoli Service Request Manager V7.2(R) Implementation

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IBM IBM Tivoli Service Request

: IBM Flash Storage techniques CTO Andy partitions | killexams.com Real Questions and Pass4sure dumps

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IBM diagnosed as "a leader" in service Desk administration equipment with the aid of unbiased analysis firm | killexams.com Real Questions and Pass4sure dumps

April 10, 2008 09:00 ET

Tivoli provider Request manager noted as a frontrunner for both tremendous complicated organizations and Smaller enterprises

ARMONK, ny--(Marketwire - April 10, 2008) - IBM (NYSE: IBM) these days announced that its Tivoli carrier Request supervisor has been named as a pacesetter in Forrester's March 2008 file entitled "The Forrester Wave™: service Desk management equipment, Q1 2008."

during this finished evaluation, Forrester analyst Chip Gliedman evaluated 13 gigantic and small provider desk carriers across ninety six standards, with IBM being named a pacesetter for each gigantic advanced companies and smaller firms.

The effects of the Forrester report reflect the resources and commitment IBM has made to the provider Desk market. Tivoli's carrier Request supervisor device suite has been enhanced and increased by way of received expertise and committed development elements, leading to an answer that may meet the varying requirements of each significant and small organizations.

"We're extremely pleased with Tivoli's most recent positioning in Forrester's Wave file on service Desk management tools," mentioned Al Zollar, universal supervisor, Tivoli utility. "the benefit of configuration, lessen migrations charges, ability to upgrade devoid of impacting investments in personalization, as smartly because the modern architecture offers this solution suite the unique capacity to fulfill a wide variety of necessities according to the challenges their purchasers face. With the components we've got been capable of add to their development and implementations groups, they are confident Tivoli will proceed to be a leading solution for the provider Desk management market."

Forrester evaluated the strengths and weaknesses of precise carrier desk management tools. The evaluation focused on Product Capabilities, ITSM street Map and Market Traction. The report summarized its contrast of IBM Tivoli's provider Request supervisor as "... an stunning ITIL-based carrier administration solution, ... [it] is on its solution to fitting a formidable competitor at the high end."

The criteria for the provider Desk administration tools for huge or complicated agencies included: ability to tackle enormous call extent; capable of mannequin tremendous and complicated workflows; integration with general systems and asset administration equipment; in a position to aid the installation and support needs of giant, global agencies.

IBM Tivoli's solution became referred to within the record as being among those that offered "industrial-power device suites with confirmed song data in many world organizations of 10,000 plus employees. All have complete suites of tools protecting a full range of provider administration necessities tied to potent workflow engines and masking excellent-tier CMDB architectures."

The standards for carrier Desk management equipment for Smaller organisations with much less advanced needs have been different, however once again IBM Tivoli's answer became named as a "leader" for this category.

For smaller companies, the carrier desk atmosphere became characterized through: decrease platform calls for; better emphasis on incident and difficulty management; decrease requirements for working towards and skilled elements; desk-right lifestyles cycle capabilities. IBM Tivoli's carrier desk tool answer scored in the file's proper of the pack via its "shear breadth of functionality and capabilities."

About IBM

For more guidance on IBM, please consult with www.ibm.com. additional information on IBM's Tivoli may also be discovered at http://www.tivoli.com.


IBM Maximo provider Request | killexams.com Real Questions and Pass4sure dumps

IBM Maximo service Request (carrier Request) app offers a platform for coming into carrier requests into IBM Maximo Asset management. provider Request is suitable with IBM Maximo any place 7.6.2.x.

clients can speak or class an outline of the request, and enter a place and an asset for the request. they could also view the requests that they created which are currently unresolved for you to observe up on those requests. Contact your IBM Maximo anyplace administrator before using this utility.


000-030 IBM Tivoli Service Request Manager V7.2(R) Implementation

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IBM Tivoli Service Request Manager V7.2(R) Implementation

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Management Solution automates software upgrade distribution. | killexams.com real questions and Pass4sure dumps

Press Release Summary:

ITIL (Information Technology Infrastructure Library)-based end-to-end change and release management solution helps organizations automate processes for managing software changes throughout enterprise. Product lets organizations synchronize IT and application development teams, track location of all software assets, and seamlessly distribute software releases across enterprise. Employees can also request new software, upgrades, and patches.

Original Press Release: Peregrine Systems(R) Announces End-to-End Change and Release Management Solution New ITIL-Based Offering Automates Processes for Software Upgrades, Patches and Release Distribution

SAN DIEGO, Feb. 8 -- Peregrine Systems, Inc. , a leading provider of asset and service management solutions, announced today an end-to-end change and release management solution to help organizations automate all processes for managing software changes throughout their global enterprises.

Implementing an ITIL (Information Technology Infrastructure Library)-based software release management project can be a time-consuming, complicated task which often requires technical expertise about disparate applications and coordination with multiple vendors. The new Peregrine change and release management solution integrates industry-leading software -- Peregrine's ServiceCenter(R), IBM Tivoli and Rational applications -- with professional services to create an end-to-end, automated solution.

Using this new offering, organizations can synchronize IT and application development teams, track the location of all software assets and seamlessly distribute new software releases across the enterprise. The solution streamlines software release management by batching multiple changes, providing a working environment to manage applications from development to production, automating release distribution and updating the configuration management database (CMDB) following a software launch.

When used with Peregrine's self-service applications, employees can leverage this solution's release management capabilities to request new software, upgrades and patches. The request will then be routed through and logged into ServiceCenter at which point IBM Tivoli Configuration Manager (TCM) will automatically deploy the software or patches throughout the organization. By automating this functionality, organizations can react quickly to change, freeing up valuable time and IT resources.

"More than 30 percent of the joint Peregrine and Tivoli customer base is undertaking IT projects to automate their service support and service delivery capabilities using ITIL-based processes," said Russ Mann, Peregrine's senior vice president of strategic initiatives. "The goals of many of these projects are to standardize change and release management processes and create an integrated, automated system to manage those processes. We've teamed up with IBM Tivoli, one of their longstanding strategic partners, to create a change and release management solution that will help organizations meet these goals.

Mann continued, "Today, as they announce their new global alliances team and their renewed commitment to their business partners, we're delighted to offer the first of many end-to-end offerings that incorporates best-of-breed technology and world-class services to address the evolving needs of their global customers."

Extensive Peregrine and Tivoli Integration

This new change and release management solution adds to the robust series of Peregrine connectors and integrations for IBM Tivoli applications. They include: ServiceCenter and AssetCenter(R) integration for IBM TCM as well as ServiceCenter integration for IBM Tivoli Enterprise Console (TEC), IBM Tivoli NetView, Tivoli Data Warehouse 1.1 and Tivoli Business Systems Manager.

Hannaford Bros. Co., a multi-regional supermarket retailer supporting approximately 250 stores throughout the eastern United States, has implemented a service management solution comprising Peregrine Service Establishment and TEC. With primary responsibility for ensuring the highest levels of uptime and system availability, Hannaford's Enterprise Systems Management (ESM) group has been using ServiceCenter since 2002 to log and prioritize incident calls, handle all trouble tickets and requests for routine services, monitor all open items, identify root causes of service interruptions, and correlate problems to pinpoint trends and recurring events.

ServiceCenter's seamless integration with TEC enables rapid event management and correlation, allowing Hannaford to substantially improve its IT support efficiency and productivity. "Peregrine and Tivoli provide a winning combination for us, enabling the ESM team to categorize and prioritize problems within seconds," explained Ken Calden, Hannaford's ESM analyst. "We can direct the call to the right group, even to the most appropriate person within that group who can resolve the problem quickly."

Hannaford has also embraced Peregrine's Evolution Model to optimize their ITIL-based service management processes and reap additional operational benefits. "By incorporating automation, intelligence and two-way communication into their operations, we've been able to move well beyond chaotic and reactive service management to leverage a much more proactive approach to service management," said John McFarland, Hannaford's ESM team leader.

Hannaford is currently rolling out Peregrine's change management application and is on track with its implementation of Peregrine's service level management software, which will provide tighter integration with other service level agreement tools to help quantify IT service costs and establish performance benchmarks.

"Peregrine and Tivoli give us a great base to build upon and ensure best practices throughout Hannaford," said McFarland. "Rather than having to deal with disparate systems and multiple support platforms, they have chosen an integrated best-of-class solution that meets all their needs while providing an extensible framework for the future."

About Hannaford Bros. Co.

Hannaford Bros. Co. is a multi-regional supermarket retailer and wholly owned subsidiary of Delhaize Group, an $18 billion company with supermarkets in North America and Europe. Hannaford supermarkets are located in Maine, New Hampshire, Vermont, New York and Massachusetts. Hannaford also provides IT service support to Kash n'Karry/Sweetbay, a second Delhaize Group chain, based in Florida.

About Peregrine

Peregrine Systems, Inc. develops enterprise software solutions that enable organizations to evolve their IT service and asset management practices for reduced costs, improved IT productivity and service, and lower risk. The company's asset and service management offerings -- ranging from Peregrine Asset Tracking and Peregrine Service Establishment to Peregrine Asset Optimization and Peregrine Service Optimization -- address specific real-world business problems. These solutions make it possible for IT organizations to maintain a changing IT infrastructure, manage their relationships with end-users and service providers and gain greater visibility into how IT investments are performing. The Peregrine Evolution Model provides a roadmap for companies that want to systematically evolve the sophistication and effectiveness of their IT operating practices.

Founded in 1981, Peregrine Systems has sustained a rich tradition of delivering solutions with superior functionality to a broad segment of the global enterprise customer market. Headquartered in San Diego, Calif., the company conducts business from offices in the Americas, Europe, and Asia Pacific. For more information, please visit www.peregrine.com.

Peregrine Systems, ServiceCenter and AssetCenter are registered trademarks of Peregrine Systems, Inc. or its affiliates. All other marks are the property of their respective owners.

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  • By Roberta Bragg
  • 11/20/2001
  • As you've probably gathered from the plethora of hype and hope freely available from the vendor of your choice, Web services are the next distributed computing paradigm. [You can see their October cover stories at www.esj.com for in-depth coverage of Web services.—Ed.] While paradigms come and go, most of us survive—and not because they eagerly embrace every new technological whim. Rather, we've learned to selectively accumulate expertise in new technologies and champion their use where appropriate.

    But I like to do more than that—and I'm going to challenge you to do the same. Ask yourself this question: What will be the security challenges of the new Web services model? I'm not talking about the proposed standards and fledgling products at the code level, since I doubt that most vendors will make that code available to us anyway. Rather, I mean examining the areas where your company will be most vulnerable where Web services are concerned—where your services meet with the outside world's.

    Get Involved Early

    Three steps taken now can help assure that when your company does start using Web services in a serious way, security won't be compromised.

    Educate yourself; have your security team do the same. Now is the time to define for vendors and in-house developers just what standards they'll be expected to adhere to.

    Demand full details from vendors and programmers about how they're addressing security. PKIs, trusted relationships, CAs, storage of keys—ask for the works.

    Get involved as security standards are developed industrywide. If you've been in computing a while, your input is especially valuable. If you have an interest in this area, don't wait to have security standards dictated to you. —R.B.

    First, I'm suggesting that you study up on the algorithms that define how Web services work. Then put your considerable expertise to work defining significant security practices that every vendor and every in-house programming team can follow in using this new model. You want everyone your firm works with to understand that security goes in before the label goes on; to do that, you have to help vendors and in-house staff understand your intent.

    Second, demand that both your vendors and your programming staff give you full details on how they intend to provide for secure transactions with and between Web services. Make them tell you key strengths, standards incorporated and algorithms used. If public key algorithms are part and parcel to their approach, who's the Certificate Authority and what trusted relationships are in place? Where are keys generated and stored? How are they protected?

    Remember, while a Web server provides for interaction between a browser (and thus an individual) and a Web page, Web services provide for interaction between Web services. If code somewhere is talking to code elsewhere on my—or my company's—behalf, I want to know that hacker Beelzebub's code isn't spoofing, examining, corrupting, stealing or otherwise interfering with the process.

    Third, review the proposed security standards and processes already in the works. Participate in the discussion. The opportunity is this: Each succeeding "new model of computing" seems to evolve without the benefit of the participation of the generations of computing experts from the previous one. I'm not saying that anyone working on current projects is clueless—far from it.

    There are some excellent ideas being incorporated. But let's face it—of the millions of programmers working on your Web services projects, everyone won't be quite so gifted. If Web services are to be secured, their design and implementation requires your participation. Since you probably won't get an invitation, you'll have to jump right in.

    Early Vendor Solutions

    In addition to SSL and other PKI/certificate-based approaches, vendors are using established and proposed standards, as well as proprietary solutions. Here are a few vendor approaches:

    IBM (www.ibm.com): IBM's DB2/XML Extender allows access to DB2 version 7.2 by Web services applications. Tivoli Manager for WebSphere Application Server provides a single point of control for access in distributed environments that use WebSphere. Tivoli SecureWay Policy Director can be used by WebSphere developers to build access control into applications.

    Microsoft (www.microsoft.com): Microsoft's .NET strategy entails the use of security in several areas including file, operation and URL authorization, rule-based security policies and role-based security based on users inside and outside of traditional Windows environments. Microsoft's strategy also provides for authentication of .NET forms, in which a user provides credentials on a form that's submitted to the application for validation.

    Netegrity (www.netegrity.com): Netegrity's TransactionMinder is intended to provide centrally managed, policy-based access control to XML-based Web services and UDDI registries with initial support for Sun ONE and webMethod's platform. Future support is planned for Microsoft's .NET, BEA Systems and Bowstreet's Web services.

    Oblix (www.oblix.com): Oblix has released NetPoint 5.0, a management software product that uses XML-based Web services for identity and access. It integrates with Microsoft's Active Directory (user and group controls defined in AD can be used) and Verisign's On-Site Certificate services.

    Securant Technologies (www.RSA.com): Securant Technologies, now part of RSA Securities, has announced single sign-on, Web-access management for BEA WebLogic's Portal 4.0 through its ClearTrust SecureControl product. Securant's products will use SAML. —R.B.

    Security Essentials

    Determining the questions to ask is simple. Secure Web services should provide sophisticated handling of the same security challenges you demand of any computing logic. The problem is, because Web services often will involve outside exposure, making such services safe demands that you take a very different approach.

    Authentication: In the information systems world that most of us work in, authentication means proving identity by providing a user ID and password, or in more sophisticated environments, a smart card, token or body part. In modern networks, computers may authenticate each other through certificates, Kerberos or even pre-shared manual keys. In the Web services world, programs of varying ownership, origination and sophistication will be interacting with each other. How can they be assured that these pieces of code can correctly identify and authenticate each other?

    Authorization: Let's pretend that you're a medical establishment—a hospital or a doctor's office—and I'm a medical insurance company. I might have Web services in place that receive and respond to your Web services' requests for payment. Once their services have proven their identity, how can they control what they can do with each other? In the course of the transfer of patient information from your Web service to mine, what controls the access my Web service has?

    Think of two clerks from different companies talking on the phone. You have strict rules on what types of information can be provided to whom. Indeed, you control the access your employee has as well. Obviously, I could program my Web service to ask certain questions, but will yours be able to determine which it should answer? They can give rules to clerks and restrict their knowledge, and set file permissions to restrict users accessing computer files. Yet how will this model work when the people exchanging information are not people at all but snippets of code?


    ServiceNow: Decelerating Growth, Limited Market Size Point To Large Downside | killexams.com real questions and Pass4sure dumps

    No result found, try new keyword!IBM ... implementation times. For these reasons, NOW may lose certain customers over time to SaaS providers who offer more attractive multi-tenant solutions. They congratulate ServiceNow for creating a ...


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