IBM Service Management

IT staffing budgets are typically stretched very thin, creating a need to look for new ways to improve productivity. Since many processes are typically loosely defined and apply to a specific organizational silo, this can be a good productivity target. In addition, when processes and are not consistently executed and enforced, it can have a negative impact on the ability of the organization to deliver high quality services.

IBM Service Management solutions in this area can help improve productivity by designing, automating and integrating best-practice processes for software and service delivery. IBM capabilities help customers:

Utilize process modeling, design, and communication tools such as:

• Process platform with IBM Rational Method Composer.
• Unified process tools – IBM Tivoli Unified Process and IBM Rational Unified Process.
• Process Reference Model for IT.
• Component Business Model for IT.

Leverage a common framework of tools and services that deliver service quality management capabilities for both IT operations and IT development.

These solutions are based on IBM and industry best practices, such as IT Infrastructure Library (ITIL), Control Objectives for Information and related Technology (COBIT) and enhanced Telecomm Operations Map (eTOM).