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C2010-654 IBM Tivoli Application Dependency Discovery Manager V7.2.1.3 Implementation

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C2010-654 exam Dumps Source : IBM Tivoli Application Dependency Discovery Manager V7.2.1.3 Implementation

Test Code : C2010-654
Test Name : IBM Tivoli Application Dependency Discovery Manager V7.2.1.3 Implementation
Vendor Name : IBM
: 69 Real Questions

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IBM IBM Tivoli Application Dependency

IBM pairs Rational, Tivoli to automate construction | Real Questions and Pass4sure dumps

IBM on Wednesday will announce integrations between its Rational and Tivoli product traces that enable clients to automate strategies across development, trying out, and operations groups.

The carrier administration choices function Rational items for automating the construct cycle all over the development phase and Tivoli applied sciences for automatic deployment of software onto construction functions and management of performance, IBM noted.

“frequent use of the internet and simple access to excessive computing vigor is making it possible for businesses of all sizes to develop and carry imaginative new products and capabilities,” noted Al Zollar, generic manager of IBM Tivoli utility, in an announcement released through the business.

“IBM’s new carrier administration utility allows companies to automate what became up to now a labor-intensive method, with the peace of intellect that the new provider is developed and delivered right now and precisely,” Zollar mentioned.

Integrations include:

  • Rational verify Lab supervisor, Tivoli Provisioning supervisor, and Tivoli utility Dependency and Discovery manager, to assist groups accelerate time to market via streamlined discovery and provisioning of examine lab and production environments.
  • Rational performance Tester and Tivoli Composite application supervisor, to increase application and repair time by means of replicating “real world” environments for sooner checking out and difficulty decision.
  • Rational Asset supervisor and Tivoli trade and Configuration management Database, to increase utility delivery via integration of asset facts across development operations.
  • Rational ClearQuest and Tivoli service Request manager, to integrate issue and ticket information throughout carrier aid and construction fix-tracking techniques. users can resolve issues quicker through synchronization of those programs, IBM referred to.
  • Rational software Architect and Tivoli application Dependency Discovery manager, to accelerate utility and repair birth via modeling of utility deployment environments according to live configuration facts.
  • additionally, IBM will announce utility beginning options geared toward automating construction projects and group collaboration, providing a deeper view of IT constructing blocks, and streamlining asset lifecycle management.

    options encompass:

  • Rational methods Architect and Rational Focal aspect, a mixture for trade-off evaluation and prioritization.
  • Rational satisfactory supervisor, that includes enhancements to deliver knowing and handle of sources of risk.
  • Rational group concert and IBM Rational Asset supervisor, offering a combination for streamlining asset lifecycle management.
  • IBM also will announce enterprise functions for enforcing a service administration approach. IBM management Consulting services assist forge an IT carrier method with a defined provider portfolio and catalog, the company spoke of.  

    IBM Updates techniques Director application | Real Questions and Pass4sure dumps

    IBM remaining week unveiled methods Director editions for vigor methods version 6.2, an up to date assortment of application for monitoring and provisioning physical and digital vigor methods server infrastructure.

    The “versions” part of the name refers to the three types of systems Director 6.2 that IBM is making attainable for the energy systems structures, together with specific, normal, and enterprise editions. each and every has been up to date to consist of the newest components that IBM contains in the techniques Director kit add-ons, together with core systems Director performance, active power manager, VMControl, network handle, Tivoli Monitoring agents for system p, and DB2 business Server version.

    New performance delivered within the core element of the techniques Director edition 6.2 product encompass: a simplified user interface designed to make it less demanding to discover systems and deploy updates; more desirable integration with Tivoli and Java; and improved security and auditability, among other enhancements.

    The a variety of sub-accessories delivered during the various variants of systems Director were also greater with version 6.2. The sub-accessories that are included with techniques Director categorical edition encompass:

  • VMControl specific edition for vigour techniques version 2.three. IBM says version 2.3 of this product, which debuted in April and is a vital part of systems Director for vigor techniques, enables clients so as to add, edit, delete, and move virtual machines created with the a variety of supported virtual environments, including PowerVM, VMware, Hyper-V, and z/VM.
  • service and support manager version 6.2. This product, which is built-in with systems Director for vigour systems, includes an digital provider Agent that automatically communicates with IBM aid services.
  • Transition supervisor edition 6.2 for HP systems insight manager. This product, which is offered as an not obligatory plug-in for methods Director for energy techniques, permits clients to transition from Hewlett-Packard‘s methods administration application to IBM’s methods Director, whether or no longer it’s IBM hardware.
  • programs Director usual edition contains all of the above sub-accessories, including here additions:

  • active energy supervisor version four.3. This product, which debuted in April, tracks power consumption across IBM and non-IBM platforms. The application will also be used to ration energy to servers when electrical energy components are confined.
  • VMControl ordinary edition for vigour systems version 2.3. This edition of VMControl builds on the categorical version through giving administrators more excellent-grained handle over digital machines, together with the means to go looking VMs, and the ability to deploy VMs as virtual home equipment, and aid for the Open Virtualization format (OVF), which is used for creating moveable virtual appliances in AIX and Linux environments. version 2.3 adds new aspects for Linux.
  • community control version 1.2. This unencumber, which also shipped as someone product in April, is used to control and troubleshoot complications in the network. edition 1.2 brought guide for IPv6, new sorts of Ethernet switches, digital switches, combining of virtual and actual community topologies, and Brocade FCoCEE switches.
  • techniques Director commercial enterprise edition adds to this the following sub-add-ons:

  • VMControl commercial enterprise version edition 2.3. The business edition of VMControl offers administrators the equipment for managing virtualized servers, storage, and networks as a conjoined entity, or a “gadget pool.” It additionally provides workload optimization facets no longer found in the average or specific types. version 2.3 provides help for vigor 7 servers, introduces a new SDK, delivers an internet-primarily based dashboard management view, a command line interface (think about that!), and support for the newest OVF specs.
  • IBM Tivoli Monitoring (ITM) edition 6.2.2 repair pack 2. This unencumber is concentrated on AIX, and bringing enhancements to the a number of Tivoli brokers for AIX, including the brokers for VIOS (digital I/O Server), CEC (central electronics complicated), and the AIX top rate Agent, which displays WPAR (workload portioning), which i doesn’t have (to sound like my three-year-ancient). IBM also launched a new particular agent for AIX that supports active reminiscence growth (AME) on the energy 7 containers.
  • a number of other Tivoli items, together with Tivoli Monitoring for energy management 6.2.1, Tivoli utility Dependency Discovery supervisor (TADDM) 7.2, Tivoli performance Analyzer 6.2.2, and Tivoli typical Reporting for Asset and performance administration 1.3.
  • programs Director for vigour programs edition 6.2 becomes obtainable July 30. For greater counsel, see IBM united states application Announcement 210-100 (PDF). Or, to peer what programs Director is up to this week or simply to “dangle” with the prod and all its wacky pals, take a look at its fb site at

                         submit this story to               publish this story to Digg    put up this story to Slashdot

    IBM, CA manage equipment z10 mainframes | Real Questions and Pass4sure dumps

    BM couples its equipment z10 mainframe information with an integrated set of system automation and repair administration application functions from its Tivoli unit, whereas CA provides assist for z10 platforms throughout its mainframe management product traces.

    IBM Tuesday constructed on its gadget z10 mainframe news with the introduction of a collection of built-in application applications designed to permit system automation and IT carrier management throughout its system z10 platform and disbursed computing environments. management rival CA also announced it might assist IBM's z10 enterprise category platform.

    Tivoli service administration middle for device z is a component of IBM's enhanced carrier administration portfolio that allows for policy-driven manner administration across IT environments. The software suite comprises most fulfilling practices specified by ITIL and updates a few latest IBM Tivoli administration utility functions -- equivalent to trade and Configuration administration Database, application Dependency Discovery manager, business provider manager, carrier Request supervisor and business Portal -- with the system automation capabilities to control enterprise functions across IT silos, IBM says.

    IBM integrated and bundled a few applications collectively to tackle specific pain facets purchasers may face. as an instance, valued clientele could handle fiscal administration wants equivalent to branch chargeback through the use of the newly built-in IBM Tivoli usage and Accounting supervisor and determination aid software products to get a concept of IT useful resource use and how to allocate fees in line with usage. And for safety administration on the mainframe, IBM built-in Tivoli zSecure, Compliance perception manager, identity supervisor access manager and Federated identity manager.

    in line with industry watchers, IBM's upgraded mainframe platform will resonate with many IT consumers seeking to circulate distributed workloads over to the mainframe to save cash and optimize elements.

    "because of financial uncertainty … they are looking at advantage web superb cost mark downs and utilization affect. The IT mantra 'do extra with less' is alive and smartly," says Stephen Elliot, a analysis director covering business system administration at IDC. "Mainframe continues to play a huge function with mission important applications; it's a safe bet, and in unclear times IT staff will not get fired for deciding upon mainframe. or not it's professional and sometimes technique is inbuilt -- making it a fantastic compliance play."

    Plus, with a renewed pastime in operating enterprise-vital purposes on the mainframe, Elliot says IT carrier administration application that may work throughout both mainframe and dispensed computing environments is a should for enterprise IT shops. For IT leaders trying to simplify how they manipulate complicated methods and in the reduction of the number of carriers they should contract with, IBM is featuring a collection of integrated equipment that control throughout mainframe and disbursed environments.

    "IBM device z management from Tivoli is a step ahead as customers are searching for tighter integrations between mainframe processes and the service-degree viewpoint," Elliot says. "there is additionally a turning out to be set of purchasers that want to maximize system and technology standardization throughout allotted and mainframe structures -- it is a call from CIOs to reduce complexity during the reduction of dealer options."

    The IBM Tivoli service management middle for equipment z is scheduled to be generally accessible beginning in the 2d quarter of 2008. IBM didn't liberate pricing particulars at present.

    one after the other, rival management application maker CA introduced it had up-to-date its mainframe administration product strains to support IBM's device z10 mainframe platform. CA participated in "IBM's Early assist application for the z10 hardware by way of assisting choose mutual purchasers and installing the z10 in CA's records core," according to a CA press unencumber.

    learn extra about this subject matterIBM boosts performance, power effectivity of new mainframe


    young mainframers' group beneficial properties momentum


    consumer-neighborhood look at: Mainframes are living on via SOA


    SHARE - IBM continues to simplify its mainframe application


    Merrill Lynch is dependent upon BMC for mainframe administration


    join the network World communities on facebook and LinkedIn to comment on topics that are correct of intellect.

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    IBM Tivoli Application Dependency Discovery Manager V7.2.1.3 Implementation

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    Software offers on-demand datacenter automation solution. | real questions and Pass4sure dumps

    Press Release Summary:

    Tivoli® Provisioning Manager v3.1 enables users to create, customize, and utilize best-practice automation workflows to respond to changing market needs. On-demand automation solution offers prebuilt workflows that provide control and configuration of vendors' products. Software also includes auto-discovery of datacenter resources, integration with Tivoli Configuration Manager, and datacenter change and configuration management capabilities.

    Original Press Release: IBM Tivoli Provisioning Manager V3.1 Helps Automate Your Datacenter At a glance

    IBM Tivoli Provisioning Manager V3.1 offers the following benefits:

    Allows IT become more agile by simplifying and enabling rapid change to infrastructure resources to help meet the needs of the on demand business.

    Helps reduce datacenter administration costs, improve server utilization, and reduce infrastructure management complexity by automating manual and repetitive datacenter change management tasks.

    Helps you effectively deploy both simple and complex applications by understanding software dependencies using Autonomic Computing technology, Solution Installation framework.

    Automates process steps, enabling desired state management and providing audit records of changes to datacenter assets.

    Helps lower implementation costs and drive a quick ROI by utilizing existing hardware, software, storage, and network devices with out-of-the-box best-practice workflows and new intuitive GUI.

    Helps reduce security exposures by tracking and applying security patches to datacenter servers.

    For ordering, contact:

    Your IBM representative, an IBM Business Partner, or IBM Americas Call Centers at 800-IBM-CALL (Reference: YE001).


    In today's business environment, being able to respond to changing market needs is a prerequisite to being competitive. However, the delivery of new products and services often drives up IT costs in the form of new applications, IT infrastructure, and support staff. As a result, companies have been forced to be more selective in their business pursuits, often forgoing projects that would have required changes to IT infrastructure. New on demand automation solutions from IBM help companies leverage their existing IT assets to become more agile and responsive to the business.

    IBM Tivoli® Provisioning Manager allows you to create, customize, and quickly utilize best-practice automation workflows. Prebuilt workflows provide control and configuration of many vendors' products, while customized workflows can implement your company's datacenter best practices and procedures. Additional automation workflows can be obtained from the IBM Orchestration and Provisioning Automation Library (OPAL), an online repository where customers, Business Partners, and ISVs can publish and share workflows for automation. The IBM Tivoli Provisioning Manager also includes DB2 Universal Database® Enterprise Server Edition V8.2 with Fix Pack 7A, IBM Tivoli Directory Server 5.2, and components of IBM WebSphere® Application Server V5.1.1.3

    New in V3.1

    Improved auto-discovery of datacenter resources

    Improved integration with IBM Tivoli Configuration Manager adding more out-of-the-box workflows

    Provided Common Datacenter Model (DCM)

    Reserved resources, allowing you to reserve desired resources

    Discovered "drift"

    Datacenter change and configuration management capabilities

    Planned availability dates

    May 10, 2005: Electronic software delivery

    May 20, 2005: Media (Passport Advantage)

    June 3, 2005: Media (Build to Order)

    Related Thomas Industry Update Thomas For Industry

    Central Station: the rise of the CMDB | real questions and Pass4sure dumps

    Interest in the configuration management database (CMDB) is helping to drive a wave of interest in business service management, or BSM. But is there real value behind the CMDB acronym?

    “Developments around the CMDB are going to drive the IT roadmap for some years to come,” predicted Siki Giunta. Giunta was Managed Objects’ CEO prior to October 2008, when it was acquired by Novell, where Giunta is now VP strategic business. A rather sweeping statement perhaps, but does Giunta’s prediction  stand up to scrutiny? Is the configuration management database, or CMDB, still an important weapon in the CIO’s arsenal, or was it over-hyped, over-complex and ultimately, rarely properly implemented?

    It’s certainly true that many companies have bought into the idea of business service management (BSM) – an approach that advanced systems management by enabling it to be tied into the customer experience and service level agreements. BSM closed the divide between the availability of the IT infrastructure and the real performance that it was delivering to the business and its customers.

    A configuration management database (CMDB) is a repository of information related to all the components of an information system. Although repositories similar to CMDBs have been used by IT departments for many years, the term CMDB stems from the IT Infrastructure Library (ITIL).

    “Business service management (BSM) is on the rise,” says Thomas Mendel, VP and research director at Forrester Research. “The CMDB is one of the key components of a BSM implementation. The CMDB has come to the forefront of IT managers’ attention through the combination of new technologies such as application dependency mapping and the quest for management process improvement (ITIL).”

    In the ITIL context, a CMDB represents the authorized configuration of the main components of the IT environment. A key goal of a CMDB is to help an organization understand the relationships between these components and track their configuration.

    Process of configuration

    The CMDB is a fundamental component of the ITIL framework’s Configuration Management process. CMDB implementations often involve integration with other systems, such as Asset Management systems. These integrations may make use of either a real-time, federated design or an extract, transform and load (ETL) approach.

    But just because the CMDB was conceived as an important element within ITIL, that doesn’t make the CMDB pivotal to a BSM strategy. That’s because it’s possible to go down the BSM route without following all of the rigour of ITIL – indeed many companies are doing BSM on their own terms without paying much heed to ITIL, or perhaps attempting what you might call ‘ITIL light’. They are guided by some of its principles but are not yet ready to commit resources to the discipline of a full-blown ITIL strategy.

    But for those attempting to follow ITIL more closely or indeed in its entirety, the ITIL approach fosters an approach to IT service management that is largely based on the development of an understanding between business services and the IT elements drawn on to deliver them.

    A first stop on that journey is the construction of a configuration management database or CMDB, as a repository of asset and service data. All the big systems management software suppliers have now delivered products designed to support CMDB initiatives, while niche vendors like Managed Objects (acquired by Novell) and Tideway designed service management applications to feed data into a CMDB or help visualise and analyse data once in a CMDB.

     “We see the configuration management database as sitting at the very base of all analysis and decision-making that IT departments will be making in the future,” says Giunta. “What is my overall IT capacity looking like? How much does this service cost to deliver? Where are the critical elements of the business support infrastructure? Should I virtualise this part of the application infrastructure? These are the sort of questions and decisions that the IT department is starting to make about the nature, the cost and the quality of IT services. And they will all rely on the foundation of a CMDB.”

    The ideal CMDB

    The ideal CMDB, should, according to ITIL, provide accurate information on configurations and their documentation in a way that will support all the other service management processes of incident, problem, and change management. Analyst houses and software vendors alike are pushing the idea of a federated or virtual CMDB as one means of reducing the complexity of deployment, using software tools that automate topology discovery to accelerate the CMDB build process. That requirement has forced a good amount of market consolidation.

    BMC and CA developed CMDB and discovery systems for themselves, but as Michael Allen, Compuware director of service management observes, “There’s been a real land-grab by the other big systems vendors, who all want to get onto this area. IBM acquired Collation, EMC bought n-Layers, Symantec took over Relicore, and Mercury had Appilog which of course are now both owned by HP.” Late last year, Novell bought Managed Objects, which had been something of a poster child of the CMDB market.

    When IBM bought Collation back in November 2005, it explained the move by saying that Collation software automatically captures information about IT resources, such as servers, applications and databases, and displays it on a detailed map. This enables IT to better understand the impact of changes to an IT environment — such as how a security patch can trigger a ‘domino effect’ of unexpected problems that can bring down an online business. It also helps shrink the time it takes to discover and correct a problem, according to IBM.

    “Without a solid understanding of how different pieces of the IT puzzle fit together, a single change can slow down or halt an entire IT system,” said Al Zollar, general manager, IBM Tivoli Software. “Collation software allows companies to visualize different change scenarios so they can analyze the implications before problems occur.”

    Collation software is said to help IT professionals manage the availability of their systems when making changes, which helps ensure that applications remain up-and-running around the clock. IT professionals can also see how technology supports business processes such as order entry, supply chain and enterprise resource management.

    Using IBM Tivoli systems management software, customers can take the information captured by Collation software and model what will happen when a change is made. They can also test the environment for unauthorized changes and share a common view of how different pieces of the IT infrastructure work together to deliver IT services. This helps companies better manage their software deployments, making them more responsive to new business requirements by shortening the time it takes to release new applications or update existing ones.

    Today IBM calls its CMDB the Tivoli Change and Configuration Management Database (CCMDB) – “a platform for storing deep, standardized enterprise data.” The product is said to automate data, workflows and policies, to align IT infrastructure management with business priorities.

    IBM draws a clear distinction between a database that stores configuration data – a configuration database of CDB – and a configuration management database or CMDB, which crucially adds the element of management.

    Most of the vendors today see a need for software that will automatically populate and update the CMDB data by discovering which part of which application or business process is running on which infrastructure components. From there IT can start to trace how the interdependencies between them map against each other. By adding visualisation and analytics to that process it becomes possible to show the impact and root cause of any change that occurs in the infrastructure.

    Compuware does not ship a CMDB of its own but is able to integrate CMDB data into its Vantage Service Manager service management suite. Compuware notes that most organisations have several monitoring tools already in place. It espouses Vantage Service Manager as a way of bringing these together, with its capacity to integrate infrastructure management applications such as IBM Tivoli, BMC and HP; service desk software such as Remedy and Peregrine; and asset and configuration management systems, including any home-grown or commercial CMDB.

    Allen argues that such a set-up delivers a system that is best suited to monitoring the end-to-end behaviour of an application and the state of the underlying, supporting IT infrastructures: “In many situations the degradation of service performance or complete failure of a service can be traced back to an IT change made on a production system. There is a high level of correlation between end-user problems and IT change.”

    Rising tides

    Richard Muirhead, chairman and CEO of Tideway — one of the few remaining pure-play application dependency vendors in this sector — maintains that IT executives are still getting to grips with the many ways the CMDB underpins and permeates various aspects of IT: “Once you start to understand the relationships between configuration items and can view the interconnections that exist in business processes, you start to see that it could revolutionise the use of existing service management toolsets.”

    BMC, which has adopted BSM as an over-arching strategy for product development and deployment, as long ago as June 2006 introduced BMC Atrium 2.0 and a new set of integrated workflow solutions designed to automate links between what it calls ‘Routes to Value’ or RTVs.

    The BMC Atrium 2.0 architecture introduced a second generation CMDB data model, a more robust reconciliation engine, an improved ability to accept data from a wider range of federated sources, an updated graphical interface and improved access to third-party tools and management information databases.

    One of BMC’s customers is DealerTrack, a provider of on-demand software and data solutions for the US automotive retail industry. The firm says it is using BSM, including CMDB technologies, to help improve service delivery to its clients. “Business Service Management from BMC Software helps us keep their on-demand products and services available and running at peak performance,” explains Charles Giglia, SVP and CIO at DealerTrack. “Faster transmission of data between dealers and lenders helps them close deals in less time.”

    Developing and deploying a configuration management database is a major undertaking, and the latest thinking is that the most effective approach is indeed the federated data model. This has configuration-item data held in a common data store with other less critical attribute data federated and fed from other application databases. That way, configuration data can be shared without the high set-up and maintenance costs.

    Also, discovery is key, as outlined by Anthony Esposito, senior architect for an IBM CMDDB customer which is described as a major international consulting firm which provides guidance for Fortune 500 companies via over 80 offices worldwide: “Choosing automated discovery, of whatever form (in their case what is now IBM’s Tivoli Application Dependency Discovery Manager or TADDM), is of little use unless you have a CMDB in which to store what you have discovered,” says Esposito. “Plus, remember, discovery is something that you must run frequently (like a web bot) to find out what has changed. Choosing a CMDB is as important as choosing discovery…and vice versa.”

    Esposito’s firm had quite a shock when it ran the IBM Tivoli discovery technology: “When they started with discovery, they found some surprises. For example, they found that the number of Linux servers and Windows servers was not quite what they had expected. They had thought they had anywhere between 500-600 servers in each of their data centres. It turned out they had about 800 of them, in each. They were a third bigger than expected. This was a shock, especially when they considered the implications for licensing and everything else downstream.”

    “Our primary reason for using discovery, however, was to discover the dependencies between tools, networks and applications,” says Esposito. “There were plenty of surprises here as well.”

    But according to Esposito, “Discovery and a CMDB are themselves of little value unless you have means and tools to analyze the information that has been discovered and then stored.”

    CBR opinion

    ITIL-driven CMDB projects tend to be ‘bottom-up’ – they start out as incident management or change management automation projects. But ultimately, CMDBs tend to add a new service layer, which needs its own visualisation and analytic capabilities for it to add real value.

    Of course there is nothing new about auto discovery tools generating visual maps of the IT infrastructure, but BSM vendors are now able to provide tools that not only identify software applications and their interdependencies, but integrate well with change management. Together, the CMDB and related visualisation and analytic technologies have the potential to  bring much-needed business meaning to business service management (BSM) practices.

    Also in this report: CBR looks at the adoption of ITIL and how ITIL version 3 has moved the game along, here. Also, they assess the general move from systems management to business service management, and ask what the business case is, here.

    What is business service management? | real questions and Pass4sure dumps

    IT organisations have historically struggled to harmonise the functions of the IT backroom with the business processes they serve. But as core business operations have become ever more dependent on the IT infrastructure, that has had to change – and change radically.

    No longer is it simply enough to know that the infrastructure is coping by monitoring computing resources such as disk capacity, cpu performance and backup progress. As the business units and the organisation as a whole have realised that their ability to perform effectively is linked directly to the reliable delivery of IT services, such groups have demanded guarantees in the form service level agreements (SLA). And a whole host of tools have emerged to relate how well systems, networks and applications meet those.

    But that is still an IT-centric view of the world, based in on metrics like percentage uptime, application response times and transactions processed. What users really want is a way for them to know how well their IT-supported business processes are running – for IT metrics to be translated directly into business terms. And the flip of that coin is that IT needs to know how each resource affects the applications and business processes it supports.

    So a marketing executive organising a large email campaign does not need to know that overnight systems are running at 50% capacity; he or she needs to know that the mail out will be complete by 6am, irrespective of other demands on the infrastructure. Similarly, a manager of field service agents needs to know that everyone in the field has received their daily schedules via the wireless network, not that the network was only down for an SLA compliant 10 minutes in the past 24 hours.

    That demand for IT services to be closely aligned with business processes has spawned a whole new segment of the systems and applications management software sector – business service management (BSM) – with many established vendors evolving their existing portfolios to create broad BSM offerings, and specialist suppliers building standalone BSM ‘overlays’ that draw on the underlying systems data generated by multiple vendors’ tools.


    The term business service management encompasses a whole range of technologies and functions. It involves many of the technologies used in service level management (see box), but the way service level metrics are related to business processes varies across vendors. This means business service management is perhaps best defined by the operational objectives it seeks to achieve, rather than the technology it employs.

    Analysts at market research group Gartner identify the principle benefits to business service management as:

    ° Visual representation of the dependencies between business processes, business applications and the IT infrastructure (servers, storage, networks, middleware and databases).

    ° Reduced downtime and shorter problem resolution time because IT support focuses on solving the business-relevant issues.

    ° Operational efficiency because operators can use a single console for viewing the status of business services as well as for displaying IT infrastructure views.

    ° Business service views can be customised and enabled for viewing by business users, giving them line of a better understanding of how the IT infrastructure is performing.

    ° The IT operations group gains greater credibility within the business by demonstrating its understanding of how it supports business processes and by improving communications.

    Vendors try to meet these objectives with a variety of product approaches – some pooling their existing tools under the BSM banner, others providing specialist software.

    A good case in point is IBM. Its systems management software arm, Tivoli, puts more than thirty different products under the BSM heading, ranging from an availability management console and service level advisor through to a web site analyser and transaction time measurement tool.

    One of IBM’s rivals in systems management, BMC, has a slightly more focused approach, identifying nine separate components that underpin BSM:

  • service level management
  • incident and problem management
  • infrastructure and application management
  • service impact and event management
  • asset management and discovery
  • change and configuration management
  • capacity management and provisioning
  • identity management.
  • BSM is also a major part of the strategies of other systems management vendors, most notably HP, Compuware, Computer Associates and Mercury Interactive. Several ‘pure-play’ vendors are also making waves in this new market including Concord Communications and Managed Objects, as are some specialists in service level management such as Axios Systems.

    With its Formula product line, for example, Managed Objects emphasises the importance of being able to see just how the systems will stand up to the pressures of various business processes by comparing their current status with the historical state of the service.


    From SLM to BSM

    Service level management (SLM) is certainly a precursor to any notion of business service management (BSM). Service level management, in which IT services are measured and managed to meet predetermined service level agreements, is in widespread use today.

    Its popularity represents the recognition of the impact IT can have on the business – both negative and positive.

    “The reason why SLM has got so much traction is because business people do understand the impact of technology not being available,” explains Michael Allen, performance solutions director at applications management and development software vendor Compuware.

    While many of the foundations of business service management are laid in SLM implementations, the capability to capture a description of a business process that is a key requirement of BSM products sets them apart in terms of sophistication, cost and, according to some analysts, difficulty of implementation.

    This distinction means that while the SLM market is dominated by the established infrastructure management tool vendors, the market for BSM has room for innovators and niche providers.

    Some analysts even argue that only businesses with large and complex IT infrastructures can justify significant spending on BSM. “You do have to have at least 15 to 20 sites to justify business service management,” says Thomas Mendel, an analyst at IT industry advisor Forrester Research.

    And he suggests that until the market for BSM matures, service level management, properly implemented, may suffice for many organisations.


    Aside form the scope of such products, there are three other key differentiators that will determine the success of vendors in the BSM market. One is way in which BSM products interact with existing systems, applications and network management packages. Another factor is how well the vendors’ products can model and work with customers’ business processes, an area that will become more crucial with the development of automatic business process mapping capabilities. A further differentiator will be the degree to which vendors deliver BSM that fits closely with the needs of specific industries.


    A significant distinction between BSM software vendors relates to how their products communicate with the rest of the systems management portfolio. The enterprise management vendors, such as IBM and HP, offer products that rely on their own, proprietary infrastructure data collectors, but include the technology to interact with other data collection programs.

    The niche, exclusively BSM-focused providers, such as Managed Objects, offer products that have the capability to use the data collectors of any of the major systems management systems. Indeed, Managed Objects tailors its products for use as a top layer that can be placed above any existing infrastructure management system, through such innovations as a virtual configuration management database (CMDB), which automatically logs information relating to all infrastructure processes.

    The successful implementation of business service management software requires a detailed map of the enterprise’s relevant business processes, and the IT resources they depend on. The accuracy of this map will determine the efficacy of the BSM project.

    “If you don’t understand a business service flow, you can’t do BSM,” says Dale Powers, consultant at technology integration specialists Morse.

    This means that BSM implementations are especially dependent upon the expertise and experience of the providers and their implementation partners.

    Today, the mapping of business processes to IT services is largely a consultancy effort; but that is about to change. The key technology that will revolutionise the BSM market, say several analysts that track this sector, will be automatic business process discovery. This is an area that all vendors are pursuing, although few have released products that include automatic discovery.

    “One of the main challenges facing BSM is the ease of implementation,” explains Alan Smith, UK managing director at BMC. The recent acquisition by BMC of software developer Marimba marks a move towards establishing an automated discovery capability. “The more automated that process is, the simpler it will be.”

    Some smaller vendors have already achieved an impressive degree of automated business application mapping. Of greatest note is SMARTS, a company that sprang from an IBM R&D lab in 1993 and was recently acquired by storage leader EMC.

    Process discovery is also related to a third key differentiator – verticalisation. With the focus on business processes, vendors will need to tailor their products for the requirements of specific industries.

    “I expect verticalisation across the board,” says Thomas Mendel, an analyst at IT industry advisor, Forrester Research. “All the major vendors will make solutions for all the appropriate industries.”

    Managed Objects, for example, has done a particularly good job of targeting the financial services market, he says.

          What issues or problems are CIOs trying to address with BSM?      


    Beyond predicting service outages before they happen and helping to ensure the smooth running of IT-based business processes, BSM plays an important part in translating the significance of IT operations to business executives.

    “The IT shops that are riding the BSM wave have the opportunity to elevate themselves,” explains Compuware’s Michael Allen. “By benchmarking themselves in this way, they have the evidence to protect themselves against the outsourcing of IT.

    “This might not be reason in itself to invest in an expensive BSM implementation, but the ideology of closely aligning IT resources with business processes will enable IT managers to make better decisions about which resources are high priority and which are not, depending on the importance of the business processes they support.

    In that way, BSM enhances ‘IT governance’. “The need for greater governance and regulation of IT can be reduced if the IT department ensures that IT service metrics are defined, aligned with overall business objectives, and measured for service quality on an on-going basis,” observes Forrester’s Mendel.

    So while a BSM implementation may involve considerable consultation and demand a business process-driven outlook of the IT staff, the operational benefits of these interventions might afford the IT shop more recognition for its work.

    The technology – and the philosophy – that will underpin BSM is already gaining traction. “There is an awareness of business service management in the mainstream already,” says Dale Powers at Morse. “For a lot of the large enterprises, it will be tabled for the next 12 months.”

    Others concur. “Out of the top 500 companies,” says BMC’s Alan Smith, “490 will have business service management in their thinking already.”

    As that thinking turns to buying, systems management will have attained the level of abstraction that it has sought for more than a decade – from a focus on low-level systems metrics to the measurement of service provision, and, ultimately, to the establishment of its role in the fulfilment of core business processes.

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