IBM Service Management

Change is the only constant in today’s world. IT organizations face a variety of service delivery challenges, many of which are caused by changes to the IT environment – either planned or unplanned. At the same time, organizations need to manage the impact of changes from a business, development and operations view. Read the Gartner report "Business Needs Will Force a Refresh of IT Change Management Policies."

Service delivery is critical to business growth, and the pressure grows exponentially each year for IT to quickly introduce new services to help innovate the business. This leaves both development and operations less time to assess the impact of changes and less time to review dependencies in the infrastructure.

IBM offers an integrated solution to help effectively manage changes within the IT environment:

Service Request Management & Fulfillment - Automated end-to-end service delivery using a unified architecture and workflow fully integrated with governance processes

• IBM Tivoli Service Request Manager provides a single point of contact to manage incidents and problems

Incident & Problem Management - Identify and resolve incidents before they become a problem, ensure process compliance and improve end user satisfaction

• IBM Tivoli Netcool/Omnibus delivers real-time, centralized monitoring of complex networks and IT domains
• IBM Tivoli Business Service Manager helps visualize the health of critical business services and associated SLAs

Asset, Change & Configuration Management: Integrated approach for managing assets throughout the lifecycle from procurement to operations to retirement

• IBM Tivoli Asset Management for IT helps manage the IT asset lifecycle in order to control cost and mitigate compliance risk
• IBM Tivoli Change and Configuration Management Database stores standardized data on configurations and change histories to help integrate people, processes, information and technology

Server and Application Provisioning and Release Management: Leverage best practice processes to plan, manage and report on all aspects of release deployment, improving successful deployment rate via automated workflows, approvals and a consolidated view of all changes in the infrastructure

• IBM Tivoli Release Process Manager automates complex deployments in the context of an overall release management process – enabling customers to assess the change impact on the IT infrastructure and business-critical functions before release
• IBM Tivoli Provisioning Manager automates the provisioning, configuration and maintenance of a variety of devices
• IBM Rational ClearCase & IBM Rational ClearQuest enable more successful application software releases by providing software configuration and change management. They combine flexible workflows with industry leading version management.
• IBM® Rational® Build Forge® automates and accelerates build and release processes to enable iterative development, high-performance builds and streamlined software delivery.

All of these solutions are supported by an experienced, worldwide staff of professional services consultants to help you create a solid foundation for a successful implementation. IBM Global Services can help you define an integrated, end-to-end change management framework that includes industry-leading software, process automation and best practices.

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