IBM Service Management – Process Management

Process management capabilities help organizations do things well by helping to automate and integrate IT management processes for greater responsiveness and flexibility. Process management also helps organizations execute the right things by providing integrated processes across the IT service lifecycle to help enable better governance.

Automating IT management processes:
The IBM IT Process Management products bridge organizational silos, and automate and integrate IT management processes for rapid responsiveness and greater flexibility. This innovative self-managing autonomic technology supports the automation and process changes necessary to deliver end-to-end IT Service Management solutions.

IBM IT Process Management products can help you:

• Establish a flexible process based on industry-standard best practices
• Identify bottlenecks as processes execute
• Monitor and dynamically adjust actual work
• Automate specific tasks in a process utilizing existing IT operational management products
• Support Next Generation networks
• Deploy autonomic technology at the right pace for your business

Process Management based on standards and frameworks
IT Process Management products include predefined, implemented processes, based on IBM's experience applying Information Technology Infrastructure Library (ITIL), enhanced Telecom Operations Map (eTOM), Control Objectives for Information and related Technology (CoBIT) and Capability Maturity Model Integrated (CMMI) in customer environments.

These IT Process Management products integrate with your current products to automate tasks down to the execution layer. Since they use standards-based API interfaces, they are easily customizable to fit into your organization, and can enable you to standardize information across tasks and tools for consistent policy administration.

Integrating the process lifecycle
Integrating processes across the IT service lifecycle helps improve communication and enable better governance through executing the right activities. This includes:

• Ensuring assets are used according to laws & with minimum risk
• Representing business priorities to guide the usage and measurement of resources in operations
• Controlling the usage of resources in operations
• Aligning IT goals, processes, organization, & measurements with business goals
• Ongoing management of the IT organization (including dashboards & scorecards)
• Providing information to prioritize investments; manage resources IT
• Resources & IT people need to be used according to business objectives