IBM Service Management for IT Operations

Excellent service delivery and support contemplates an approach that links people, processes, information and technology to drive service quality and value. IBM Service Management delivers the ability to link business objectives into the IT organization to establish service priority and context as well as the ability to deliver automation and integration. IBM capabilities for service delivery and support include:

Process management

• For integrating and automating management processes across organizational silos for rapid responsiveness and greater flexibility.

A solid service delivery and support platform

• Align business goals, best practices and projects for improved productivity and predictability leveraging portfolio management.
• Deliver a flexible process platform containing processes and tools for use in multiple business and IT dimensions and throughout the service management lifecycle.
• Helps standardize and share information, automate process execution and simplify architectural complexity through an open change and configuration management database.

Operational management

• Helps automate tasks to address application or business service operational management challenges, facilitating service continuity.

Best practices and services

• Provides a service management reference model combined with worldwide proven experience to maximize investments and make service management and IT Infrastructure Library® processes (ITIL®) actionable

IBM's approach to managing value with Service Management helps to ensure business services are available at agreed-on service levels, throughout the service life cycle.

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