IBM Delivers New Service Management Software and Services to Help Organizations Improve Operational Efficiency

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ORLANDO, FL - 19 May 2008: At its PULSE 2008 conference, IBM (NYSE: IBM) today announced new software and services designed to help organizations improve the management and delivery of their business and IT services while reducing costs.

IBM Service Management was developed to help address one of the biggest challenges facing clients today: aligning business and IT processes to support overall business goals while creating a greater view of the assets and applications that support those goals and deploying automation to improve efficiency, security and compliance control. The new offerings to help clients include those covering:

A recent IBM Global Business Services study of more than 1,100 CEOs showed that organizations are facing faster, broader and more complex change than ever before. The study also indicates that organizations are struggling to manage services in line with these changes. IBM Service Management provides enhanced visibility, control and automation of services so decision makers have the knowledge and capability to deliver services that meet business goals and cost objectives.

"IBM Service Management delivers a unique combination of the software, services and supporting hardware our clients need to improve the management of services across the enterprise," said Al Zollar, General Manager of IBM Tivoli Software. "Just like Henry Ford did with the manufacture of automobiles in the early 19th Century, the goal of IBM Service Management is to industrialize services by streamlining workflows and processes to provide repeatable, scalable and consistent high-quality results."

New Service Delivery and Process Automation Offering
IBM's new Service Delivery and Process Automation solution is built on a set of common capabilities, called the Tivoli Process Automation Platform. It includes new releases of several products that complement IBM Tivoli Change and Configuration Management Database, which provides IBM's vast application discovery capabilities. The platform provides clients with an integrated solution that helps improve their ability to deliver quality, efficient IT services with a common way of defining, refining, linking, and automating tasks and processes in the context of a common, federated and reconciled view of their infrastructure and application relationships. It uses a single user interface to help customers move from one process or task to another.

IBM's enterprise asset solutions also are built on the Tivoli Process Automation Platform, enabling both IT and Enterprise Asset Maximo customers to automate and converge enterprise asset processes and IT processes, at will, as enterprise assets increasingly become IP-network-enabled. The new products supporting this platform include:

New Offerings in Application and System Management and Monitoring
New software and services announced today help companies take advantage of automation to improve management and monitoring of IT systems and applications. These include:

New Service Management Center for System z Offering
IBM Tivoli Service Management Center for System z is an integrated set of software offerings that provides process automation and service management solutions to make better use of the mainframe's vast power for tackling business challenges. The updated offering, adding support for Linux-based System z, helps clients benefit from a single, integrated management view of critical applications hosted on System z as well as across the enterprise, integrating IT and business views to help organizations manage the overall service delivery provided by IT in support of business objectives.

Clients can now integrate IT operational management products with service management and process automation solutions for resource discovery, application mapping, service views, and automated processes for change, configuration and business continuity management in a Linux-based mainframe environment. These integrated solutions help bolster System z as the hub for service management and support workload consolidation to the mainframe along with the associated costs savings.

New Service Management Quick Start and Healthcheck Offerings
The new Healthcheck services for service management provide insight into how to better manage services. They use IBM tooling and service management expertise to evaluate clients' key service management processes and compare those processes with industry best practices, allowing clients to identify where workflows can be streamlined and where technology can be applied to improve service quality.

"Service Management isn't just about keeping servers up and running, it's about keeping trains running on time, cash registers operating and factories producing products," said Jeanine Cotter, IBM Global Services vice president for IT Services and Architecture. "In today's world, service management is all about keeping a business running with precision while identifying and resolving problems quickly."

The new Quick Start services for service management leverage IBM's expertise in the design and deployment of service management technology to help clients quickly deploy automation solutions for processes such as service request management, problem management and change management. As part of this, a new version of IBM Tivoli Unified Process also is available to easily describe processes, roles and tools. The free "starter kit" provides detailed information to help users adopt service management and implement specific processes based on industry best practices. This is aligned with best practices, including ITIL v3, and is the result of the combined efforts of IBM Global Services and IBM Tivoli experts and reflects the experience from thousands of real world engagements. The IBM Tivoli Unified Process can help organizations significantly improve IT operations by enabling users to easily understand processes, the relationships between processes, and the roles and tools involved in an efficient process implementation.

New Tools and Accelerator Services
Recognizing that technology and operations leaders are under pressure to deliver new IT services while also containing costs, IBM is providing a new set of return on investment assets and tools to help evaluate and build business cases to adopt service management. These tools can help organizations to move forward with improved, predictive knowledge on the effects and costs associated with their service management approach. IBM is also making available new accelerator services to help clients improve the speed of software implementation by leveraging IBM's vast experience in this area. These services use standardized templates and workflows to help clients take advantage of experiences from other implementations.

IBM has built the technology, experience and proven methodology to help clients plan, implement and improve service management. IBM has fully integrated products from more than 20 acquisitions into its Tivoli portfolio, bolstering its ability to address the industry's widest range of technology to help manage IT operations. IBM assists its clients with over 2,000 worldwide business partners and its Global Technology Services organization, which work closely with Tivoli from development to delivery of new software to help clients quickly deploy and benefit from the IBM Service Management portfolio.

For more information on IBM Service Management, visit:

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