IBM Corporation Availability and Performance Solutions for Managing

IBM Corporation Agenda Introduction: IT Service Management In Focus Availability Management in Action Innovation that Optimizes IT Operations Best Practices for Availability Management How to Get Started 2 © 2005 IBM Corporation

IBM Corporation IT Organizations Are Under Tremendous Pressure § Change: Market demands, workloads, service levels § Compliance: Regulations, security, audit capabilities § Complexity: Heterogeneous resources, silos, composite applications § Cost: Management and administration 3 “What matters is how satisfied customers are, how costs are being saved on the supplier side, and how to allow for more creativity and added value at all levels of the organization. ” --Erik Brynjolfsson, Director of the Center for e. Business at MIT © 2005 IBM Corporation

IBM Corporation IT Dilemma: Managing Cost and Responsiveness Across IT Silos Traditional Availability Solutions Reinforce Operational Silos and Inefficient Process Execution Desktop Experts and Tools Network Experts and Tools Application Experts and Tools Database Experts and Tools Server Experts and Tools Mainframe Experts and Tools Storage Experts and Tools Availability Management Service Level Management www Incident Management Labor Cost Problem Management Sense 4 Isolate Diagnose Take Evaluate Action © 2005 IBM Corporation Time

IBM Corporation IT Vision: Managing the Business of IT Effective and Efficient Delivery of IT Services in Support of Business Goals Desktop Experts and Tools Availability Management Service Level Management Problem Management Network Experts and Tools Application Experts and Tools Database Experts and Tools Technology § Integrated § Automated § Role Based Storage Experts and Tools § Interconnected § Productive Technology Information § Standardized § Federated § Secure Mainframe Experts and Tools People IT Service Information Management Incident Management 5 Server Experts and Tools Processes People. Based on Best Practices § § Automated § Customizable Process © 2005 IBM Corporation

IBM Corporation IBM IT Service Management Vision Process Oriented Solutions to address Customer priorities, pains, & requirements IBM IT Service Management Best Practices and Implementation Services IT Process Managers IBM Tivoli Change and Configuration Management Database IT Operational Management 6 1. Validated process models and services 2. Automated ITIL-aligned process workflows 3. Open, standards-based CMDB and workflow engine 4. Automated infrastructure-aligned management tools 5. An Open Process Automation Library (OPAL) and partner ecosystem © 2005 IBM Corporation

IBM Corporation Announcing: An Evolution in Availability and Performance Management Infrastructure Management • Optimize application performance • Rapidly isolate and diagnose application performance issues • Automate tasks for maintaining application service levels Traditional Resource Management • Optimize resource availability • Maintain resource specific information • Analyze historical and real-time resource data Basic Managed Predictive Adaptive Autonomic Levels of IT Process Automation 7 © 2005 IBM Corporation Business Environment • Optimize availability and performance of IT and Business services • Interconnect IT domains with dynamic role-based workspaces • Automate and integrate key IT processes On Demand IT Service Management

IBM Corporation IBM Tivoli Availability and Performance Management Delivering On the Value of IBM IT Service Management Best Practices and Implementation Services IT Process Managers IBM Tivoli Change and Configuration Management Database IT Operational Management § An Integrated End to End Availability Management Solution § New and Enhanced Products! § IBM Tivoli Enterprise Portal § Automated Application Discovery § Updated IBM Tivoli Unified Process Tool § Availability Management Process Manager – Coming up in June "IBM is challenging customers to think about availability management as more than just monitoring and reporting…” - Mary Turner, Summit Strategies 8 © 2005 IBM Corporation

IBM Corporation An Integrated, End to End Solution For Optimizing the Availability and Performance of Business Services, Applications and Resources Best Practices and Implementation Support Business Service Management Integrated Interface for the Service Manager Event Correlation and Automation New IT Process Managers IBM Tivoli Change and Configuration Management Database IT Operational Technology Products Management Composite Application Management Resource Monitoring Integrated Data Space for the Operator & SME "Tivoli is adding new portal configuration tools providing the ease of use long taken for granted in the software development world. This is not your father's Tivoli. ” Tony Baer, on. Strategies 9 © 2005 IBM Corporation

IBM Corporation Agenda Introduction: IT Service Management In Focus Availability Management in Action Innovation that Optimizes IT Operations Best Practices for Availability Management How to Get Started 10 © 2005 IBM Corporation

IBM Corporation Availability and Performance Management in Action § When IT resources are not available or not performing up to expectations, a company’s business is at risk. § The reality is: – About 50% of outages are reported by customers via the helpdesk* – 92% of all IT processes are manual* – IT change leads to more than 60% of availability and performance issues* – When a problem occurs, 80% of IT Operations time is spent isolating and diagnosing the problem* Scenario: - Application Performance Degradation *Based on IBM customer engagements 11 © 2005 IBM Corporation

IBM Corporation Application Performance Degradation Without Tivoli Availability Management 1. Sense § End users call help desk due to slow application performance § IT Ops sees many events and doesn’t know which are related to problem 2. Isolate § Individual IT domain experts are brought together in an attempt to isolate the issue § All domain experts show that their IT segment is currently operating well Cost Problem Eliminated 3. Diagnose § Multiple teams in parallel begin working on diagnoses for the problem § No change history information is consulted 4. Take Action § Systems are restarted Time 5. Evaluate § Solution validated; other impacts unknown 12 Sense Isolate Diagnose © 2005 IBM Corporation Action Evaluate

IBM Corporation Application Performance Resolution With Tivoli Availability Management ü 1. Sense § End user response time trend identified before Online Banking users notice difference in performance 2. Isolate § Transaction flow is deconstructed § End-to-end application view provides insight into web server response time problem Cost 3. Diagnose § Historical analysis is leveraged in context Problem Eliminated of this web server problem § Expert advice integrated into solution enables Operations team to resolve 4. Take Action § Operations team takes Pre-approved actions based on policy 5. Evaluate § Service status is returned to operational 13 Sense Isolate Diagnose Action Evaluate © 2005 IBM Corporation Time

IBM Corporation Application Performance Resolution and ROI Tivoli Business Systems Manager Tivoli Enterprise Portal Cost Problem Eliminated Sense 14 Isolate Diagnose Action © 2005 IBM Corporation Evaluate

IBM Corporation Availability and Performance Management In Action Demonstration 15 © 2005 IBM Corporation

IBM Corporation Agenda Introduction: IT Service Management In Focus Availability Management in Action Innovation that Optimizes IT Operations Best Practices for Availability Management How to Get Started 16 © 2005 IBM Corporation

IBM Corporation Innovations In Availability and Performance Management Technology A Better Way to Manage the Business of IT Information IT Service Management Process § IT staff and processes are aligned with business goals and priorities B Automated discovery of business system resources B Launch in context from service to transaction to development B Integrated End to End support for heterogeneous environments § One portal displays the overall health of the infrastructure B Dynamic workspace for Operations team from Level 1 through SMEs B Extensive response time and resource metrics B Based on the IBM Integrated Solutions Console Framework § Innovative new capabilities increase IT operations productivity B Built-in expert advice reduces time and costs for problem resolution B Integrated real-time and historical data for analytics and reporting B Rapid time to value and productivity through fast solution deployment 17 © 2005 IBM Corporation People

IBM Corporation Managing Availability Throughout the IT Lifecycle Launch in context from business service, to transaction, to development Tivoli Change and Release Mgmt Deployment Test and provision new code Rational Application Development 18 Operations Application Development Identify transaction issue and call L 2 support Problem Determination Development View problem in context and quickly fix code © 2005 IBM Corporation Tivoli Availability and Performance Mgmt

IBM Corporation Tivoli Enterprise Portal A Dynamic Role-based Workspace for Integrating IT Operations Silos – One portal to monitor the overall health of the infrastructure Business Services Distributed Resources J 2 EE Transactions Mainframe Resources Service Level Reporting Executive Dashboard Launch in Context Tivoli Enterprise Portal 19 © 2005 IBM Corporation

IBM Corporation Now Leveraging Autonomic Computing IBM Integrated Solutions Console Framework Tivoli Enterprise Portal is based on the IBM Integrated Solutions Console Framework – A Common Systems Administration initiative to evolve all product administration under a common, standards-based systems administration approach. Tivoli Monitoring Tivoli Federated Identity Manager IBM Virtualization Engine Tivoli System Automation Integrated Solutions Console Express Runtime 20 Tivoli Storage Manager Websphere Application Server § Helps decrease training and required skills needed for the day-to-day management of IT § Helps standardize leading self-managing capabilities across IBM IT solutions § Helps reduce IT operations and management costs for our clients © 2005 IBM Corporation

IBM Corporation Tivoli Enterprise Portal Demonstration “ITM is the first example I've seen of a demo that combined both visual and results-oriented impact while working without a flaw while the presenter was doing it. ” Frank Dzubeck, Communications Network Architects, Inc. 21 © 2005 IBM Corporation

IBM Corporation Integrated End to End Support for Heterogeneous Environments IBM Tivoli monitoring spans the breadth of your IT environment and helps to provide fast time to value because it’s so easy to deploy! Platforms Unix Windows New Cluster(s) Linux z/OS New z. VM DB 2 (Z & Distributed) Oracle SQL Sybase VMWare OS/400 22 Business Web Messaging & Best Practice Databases Application Integration. Infrastructure Collaboration Library s Informix SAP My. SAP New. NET CICS New Web Services IMS Web. Sphere (Z & Distributed) IIS New Web. Sphere Citrix MQ Siebel 40+ Custom Packages available for modification i. Planet Apache Lotus Domino Tuxedo Examples: Web. Sphere MQ Web. Logic Integrator © 2005 IBM Corporation Exchange Cisco Works S 1 Tuxedo etc. . .

IBM Corporation Expert Advice Reduces Time/Cost of Problem Resolution § Expert advice provides detailed description of problem and recommended recovery actions § Helps enable IT operations to resolve known errors and frees up subject matter experts to work on more value-added activities § Can be customized to capture local SME knowledge, or may be linked to run book New Capability Initial Cause Current State Expert Advice Take action to fix the problem 23 © 2005 IBM Corporation

IBM Corporation Integrated Real-Time and Historical Data for Analytics All Data, real-time, short-term operational, long-term operational, or aggregated, is available from the Tivoli Enterprise Portal Real Time Data Real-time Data Granular Data Memory: refresh every x minutes Short-term Operational Data Binary File: 24 Granular Data Long-term Historical Data hour lifetime § Installs simply for rapid availability § Supports DB 2, MS SQL, Oracle § Automated real-time feeds § Rich graphics and intuitive interface § Aggregation & pruning engine eases long-term data needs § Real-time and Historical trending at your fingertips § SLA Wizard to quickly extend into your environment Gain Business Value Today! 24 © 2005 IBM Corporation New Capability

IBM Corporation IBM Tivoli Monitoring Business Service Management Increase infrastructure resilience by identifying problems and automating responses at the source Event Correlation & Automation Composite Application Management Resource Monitoring Enhanced! IBM Tivoli Monitoring § Monitor your entire IT infrastructure through a single customizable workspace § Effectively link IT services together with processes, data, skills and tools § Rapid time to value with easy and fast install Enhanced! IBM Tivoli OMEGAMON XE for IBM System z 9 and e. Server z. Series § Comprehensive solution for proactively managing your mainframe infrastructure § Quickly identify and solve system delays by analyzing bottlenecks and building a detailed picture of resource usage § Integrates with Tivoli Enterprise Portal New! IBM Tivoli Enterprise Portal “IBM Tivoli Monitoring 6. 1 is very easy to install and maintain while providing our customers end-to-end infrastructure management on a 'single pane of glass’. ” Connie Lamicela, CTO, ESM Technology, Inc. 25 © 2005 IBM Corporation

IBM Corporation IBM Tivoli Composite Application Management Maintain Service Levels for Composite Applications Enhanced! IBM Tivoli Composite Application Manager for Response Time Tracking § Monitor and trace application transactions end to isolate performance problems § Extended support for CICS and IMS § Sets transaction performance baselines using automated learning § Enhanced integration with Rational Application Development tools for IT Lifecycle Management New! IBM Tivoli Composite Application Manager for Web. Sphere § Provides in-depth, root cause analysis to optimize application performance for Web. Sphere environments § Launches in context from ITCAM for RTT to enable subject matter expert to diagnose Web. Sphere application transaction problem § Optimize IT resource planning based on application performance metrics § Rapid time to value with accelerated deployment 26 © 2005 IBM Corporation Business Service Management Event Correlation & Automation Composite Application Management Resource Monitoring

IBM Corporation Managing SOA Environments Business Service Management Solutions for availability, performance and security management Event Correlation & Automation Composite Application Management Resource Monitoring New! IBM Tivoli Composite Application Manager for SOA § Enables identification of Web service bottlenecks and failures § Provides built-in and extensible alerts, mediations, situations and workflows § Improves understanding of service flows and relationships with deep diagnostic capabilities IBM Tivoli is a leader in SOA Management and Security solutions, including: § Tivoli Federated Identity Manager § Tivoli Access Manager for e. Business 27 © 2005 IBM Corporation

IBM Corporation Business Service Management IBM Tivoli Event Correlation & Automation Identify root cause across diverse infrastructure and automate actions Policy Based Automation Enhanced! IBM Tivoli System Automation z/OS & Multiplatform § Automate process of bringing down and up composite applications and supporting resources § Automate goal-based healing through policies without complicated programming requirements § Pre-packed best practices for SAP, Siebel, Web. Sphere and more Enhanced! IBM Tivoli Net. View for z/OS § Improves network efficiency system availability by managing both mainframe TCP/IP and SNA networks § Manages larger networks, more resources and more systems with less resources and personnel § Interoperability with Tivoli solutions provide comprehensive, seamless availability management across your IT environment 28 © 2005 IBM Corporation Event Correlation & Automation Composite Application Management Resource Monitoring

IBM Corporation IBM Tivoli Business Service Management Align IT staff, resources, and processes with business goals and priorities for optimum results Enhanced! IBM Tivoli Business Systems Manager Business Service Management Event Correlation & Automation Composite Application Management Resource Monitoring TBSM Executive Dashboard § Prioritize IT operation activities according to business value § Communicate business service status in real-time § Enable impact assessment of planned changes § Automates application discovery IBM Tivoli Service Level Advisor § Proactively predict when SLA violations may occur § Increase executive knowledge of IT as it relates to business objectives, integrating service level data with availability data on the TBSM executive dashboard § Easy to use, quick to install and can leverage real time data “IBM TBSM allows E. ON IS to view our IT infrastructure from a business process perspective in real-time, and respond to problems with the correct priority. This helps to ensure that we maintain the service levels that our customers demand. ” — Arndt Kollett , Lead Architect, E. ON IS Gmb. H, Germany 29 © 2005 IBM Corporation

IBM Corporation IBM Tivoli Monitoring V 6. 1: Beta Excitement! The largest beta in IBM Tivoli history! § More than 100 customers enrolled § 1100+ posts to the beta forum § Beta feedback has been incorporated into the product to significantly improve customer value (e. g. in TEC integration) § 200+ field personnel have access to the beta code, documentation and support forums 30 © 2005 IBM Corporation

IBM Corporation What Beta Customers Have Told Us… “love the expert advice in the product. This product is very competitive to what we've seen in other products. ” “We love it, because it fills a massive reporting hole in our organisation. It also puts a nice GUI front end to our monitoring that we can farm out to our internal customers so that they can see how their boxes are running. ” “Feedback so far for ease of use is really good. ” “ITM 6. 1 provides the opportunity for data collection and visualization that is very challenging under the old ITM 5 structure. It will require us to re-think how we do fault detection, but provides users with better fault analysis potential. ” “I loved seeing resource model data in graphical form. ” 31 © 2005 IBM Corporation

IBM Corporation Customer Testimonial Video 32 © 2005 IBM Corporation

IBM Corporation Agenda Introduction: IT Service Management In Focus Availability Management in Action Innovation that Optimizes IT Operations Best Practices for Availability Management How to Get Started 33 © 2005 IBM Corporation

IBM Corporation Simple Starting Point for Implementing ITIL With IBM Best Practices Built In! IBM Tivoli Unified Process - IBM Process Reference Model for IT with Tools Mentor to make ITIL actionable! IBM IT Service Management Best Practices and Implementation Services IT Process Managers IBM Tivoli Change and Configuration Management Database IT Operational Management IBM Global Services - Delivering Consulting, Integration and Managed Services for ITSM Register and use the IBM Tivoli Unified Process Tool at: ibm. com/software/tivoli/features/it-serv-mgmt/itup 34 © 2005 IBM Corporation

IBM Corporation The IBM Tivoli Unified Process in Action! Demonstration 35 © 2005 IBM

IBM Corporation IT Service Management Process Managers IBM Tivoli Availability Management Process Manager Available June 2006! Best Practices and Implementation Services Implementation Support IT Process Managers IBM Tivoli Change and Configuration Management Database IT Operational Management New Helps improve time to resolution § Automates incident correlation for fast problem identification § Improve first contact resolution rate Helps increase availability of critical business services § Accurate classification and prioritization of incidents Helps improve performance against SLAs § Reduced financial impacts § Higher business satisfaction with IT services Helps gain IT fixed cost efficiencies § Better staff utilization § Reduced overall incident volume 36 © 2005 IBM Corporation

IBM Corporation A Standards-Based Solution for Federating Configuration Information and Modeling IT Processes Based on proven IBM technology Available in June 2006 § Configuration Management Database § Open, federated model § API & GUI reporting access Best Practices and Implementation Services IT Process Managers IBM Tivoli Change and Configuration Management Database IT Operational Management New § Workflow Engine § Based on Web. Sphere technology § Process modeling and simulation § Automated process execution § Real-time monitoring and reporting § Automated Process Workflows § Change & configuration management 37 © 2005 IBM Corporation

IBM Corporation Integration Roadmap with the IBM Change and Configuration Management Database Availability Management Release Management Information Lifecycle Management Other Process Managers 2007 IBM Tivoli Change and Configuration Discovery Management Database Business Systems Manager Library Provisioning Manager Web. Sphe re Discovery IBM Feeds 38 Relicor e Collati on Cendur 3 rd Party a Feeds n. Layer Today s 3 rd Party Help Configuration Monitoring ITCAM for Response Desk Manager Net. View/TEC Time Tracking 2006 © 2005 IBM Corporation

IBM Corporation Agenda Introduction: IT Service Management In Focus Availability Management in Action Innovation that Optimizes IT Operations Word on the Street Best Practices for Availability Management How to Get Started 39 © 2005 IBM Corporation

IBM Corporation Where to Focus First? Where you start depends on YOUR organization’s priorities. Ø Download the Tivoli Unified Process tool to review a best practice availability management process design Ø Request a Tivoli ROI assessment from your IBM Sales Rep IBM IT Service Management ENTRY Ø Upgrade your current Tivoli monitoring to ITM v 6. 1 to take advantage of the Tivoli Enterprise Portal Best Practices and Implementation Services IT Process Managers IBM Tivoli Change and Configuration Management Database IT Operational Management Ø Add ITCAM and TBSM to your IT management ENTRY infrastructure to achieve end to end IT value Register and use the IBM Tivoli Unified Process Tool at: ibm. com/software/tivoli/features/it-serv-mgmt/itup 40 © 2005 IBM Corporation

IBM Corporation IBM Tivoli Advantage … § An integrated, end to end solution for optimizing the availability and performance of business services, applications and IT resources § A dynamic, role based workspace, the Tivoli Enterprise Portal, for improving IT operations productivity and bridging IT organizational domains § Expert Advise and Best Practices make this operational today! § Rich interfaces, automated discovery, and simplified deployment ensure faster ROI § IT Service Management strategy integrates future innovations, such as Availability Management Process Manager and Tivoli CCMDB 41 © 2005 IBM Corporation