IBM Service Management

Chronic service quality issues can wreak havoc in organizations, impeding the ability to compete, wasting valuable IT resources, disrupting business services and preventing innovation to build business growth. Worse, organizations pay a heavy price in defect repairs for reactive quality management, or for quality management in a siloed environment.

Without an end-to-end view of services across the infrastructure, resolving service quality issues becomes prohibitive in costs, time consumption and potential damage to the business. Preventing or averting service quality issues is key to cost containment, and when quality issues do arise, it is imperative to diagnose and respond as quickly as possible to lessen their impact on business services. For this reason, it's essential to have the right processes and supporting tool infrastructure to manage service quality.

The IBM Service Management solutions in this area cover all dimensions of quality throughout the service lifecycle:

• Prevent quality problems by helping software delivery teams deliver high quality software that simplifies downstream maintenance
• Avert, diagnose and respond to quality problems by helping operations teams proactively monitor, respond to and resolve service incidents.

Key capabilities include:

• Deliver high quality software applications that meet functional and performance requirements with IBM Rational quality management products
• Leverage "build to manage" capabilities to streamline application maintenance and support with IBM Build to Manage toolkits and integrated capabilities with IBM Rational quality management solutions
• Avert service quality problems through comprehensive instrumentation, monitoring and service level management
• Speed service problem diagnosis, root cause analysis and resolution
• Leverage an end-to-end service management solution to improve quality through a broad portfolio of Consulting and Implementation Services