Jazz for Service Management

Jazz for Service Management

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  © 2013 IBMCorporation for Service Management Overview Morten Møller [email protected]
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  2 When integrating oneof your critical business applications with another, have you ever…  Thought to yourself: “The data must be somewhere – how do I get it”?  Considered how much business value is represented as IT data? – Realized that the web transaction volumes may convey metrics directly related to the bottom line? – Database transaction numbers can rely information about business volumes? – Messaging transactions can reveal information about critical business bottlenecks?  Wanted to use emerging technologies to gather business metrics and store them electronically? – Implemented active RFID, video, or GPS to track the location of objects or people? – Used on-board computers to interact with and manage smart devices? – Leveraged 3rd party device management information in a business solution?  Wanted to create dashboards or reports to convey important metrics in context? – Considered breaking down silos by combining data from different sources? – Make the same information available to computers and mobile devices? – Provide drill-down capabilities to allow users to access details?  Faced the challenge to pull data related to the same object from different sources? – Realized that the lack of standardization have forced you to build one-off integrations? – Wondered how you can combine and use information from different sources to build a complete picture of your „situation‟? – Needed programming skills to present your information, and struggled to present results on new device types? – Been challenged by security in providing a simple, easy-to-use solution?  Wondered what Jazz for Service Management is ?
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  3 Source: IBM CEOStudy, 2012. Q22 “How good is your organization at driving value from data? Over 1700 CEOs from 64 countries across 18 industries evaluated their performance In fact, the most successful organizations far surpass underperforming peers in use of data…. Able to access data Translate insight into action Draw insights from data Every strategic decision we make. Every service we deliver. Every process we execute. All rely on information… Collaborate & Act Mitigate Risk & Exposure Automate Process Innovate & Speed Delivery 108% more 86% more110% more
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  4 Only a fewknow it is there… Only some data accessible via integrations… No way to search for it across tools… Expensive to integrate and maintain sources… Integrations break quickly… Limited insight into data relationships lowers usefulness… Proprietary Tools & APIs The Information Black Hole Incidents ConfigurationClients Users KPIs Assets Impact SLAs Security Costs Changes Yet, most information remains trapped in siloed management tools, behind proprietary APIs…
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  5 Learning from anintegration analogy We‟ve been here before…. Today, when you need to integrate one of your critical business applications with another, you have to do what the operators used to do before switches... create another point to point integration. Actually, it's worse! The operators could re-use their cables. You have to pay to create the cable each time, then pay to create customer cable connectors at each end of Point A and Point B. All these point to point integrations lead to service disruptions, difficulty finding and fixing issues, customer dissatisfaction and negative impact to business revenues. This is the common challenge that clients bring to us all the time.
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  6 …driving an openand flexible architecture for simplified integration of multi-vendor tools. Deploy Smarter Physical Infrastructures Protect & Manage Data Extend to Mobile Devices Optimize with Cloud Jazz for Service Management Integration and reporting solution that leverages the simplicity of the web to enable IT agility… 6
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  7 Port of Cartagena,Columbia  Main port for northern Latin-American export to east US and Europe  Main reloading hub between the US west coast and Europe
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  8 Port of Cartagena,Columbia  Visualization (Jazz for SM) Control (EAM + ITM) Automation (EAM + ITM) Challenge: Manage and optimize the port infrastructure to reliably handle +100% volume at current or better productivity.
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  9 Port of Cartagena,Columbia Crane dashboad Part of solution: Monitor and manage key infrastructure components, such as cranes, to ensure continuous operation.
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  10 Port of Cartagena,Crane Dashboard List of cranes with operational status Engine metrics (voltage, current) Power consumption (kW) Engine RPM Work Orders Engine Performance Crane dashboad
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  11 Port of Cartagena,Columbia Crane mobile dashboad List of cranes with operational status Engine RPM Work Orders Power consumption (kW)
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  12 Easily swap vendortools and avoid lock in Uses community standards to allow plug & play of „like‟ tools from any vendor Jazz for Service Management Applies the simplicity of the web to enable IT agility… Simplify integration & share relevant data Connects related data across multiple IT tools using simple web links, just like linking any two related pages on the Web. Linked Data Lower TCO across vendors and tools Provides a common & shared set of integration services accessible by any vendor tools. Registry - to find data , resources & relationships Visualization – to display multi-tool data in context Administration – to lower cost of maintaining tools Reporting – to better predict and plan Security – for quick, compliant login & data integrity. Open Services for Lifecycle Collaboration* * Based on W3C & coming soon Oasis **Based on ISST estimates of man hours required to develop individual monitoring tool integrations which populate a unified, real-time service desk view. Saves between $36 – 80k via reuse of 1 integration 4 times** Cuts development time by up to 80%** per integration Speeds time-to-delivery for project by up to 2/3** Benefits Use Case: Unified View for Support
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  13 Audience Today WithJAZZ for Service Management Support Staff Problem: Incident War Rooms • 10 SMEs at $50/hr • 20 hrs/wk in war room Labor Cost: $520,000/year Solution: Cross-Domain View • Reduces SMEs by 5 • Cuts time by 10 hrs/wk Labor Cost: $130,000/year Integration Expert Problem: Integrating Incident Tools • 2 weeks per integration • 5 integrations @ $12k each Time to market: 10 weeks Total Labor Cost: $60,000 Solution: Integrate Once & Reuse • 1st integration = 2 weeks • 4 integrations = 1/2 wk/each Time to market: 4 weeks Total Labor Cost: $24,000 Business Manager Problem: Web Service Downtime • $10k/hr ecomm. site; 1.6 hrs / wk Lost transactions: $832k • Lose 1 client / min @ $300/yr in repeat business Customer churn: $1,497,600 Solution: Improved Uptime • $10k/hr ecomm. site; .8 hrs / wk Lost transactions: $416k • Lose 1 client / min @ $300/yr In repeat business Customer churn: $748,800 Business Impact: Labor savings: $426,000; Revenue Savings: $1,164,800 Total Savings = $1,590,800 Based on ISST estimates of man hours required to develop individual monitoring tool integrations which populate a unified, real-time service desk view. The financial impact of simpler, faster integration…
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  14 Jazz for ServiceManagement Jazz for Service Management can help you: Use Linked Data and OSLC (http://open-services.net/ ) to quickly provide information that is easily consumed by multiple applications. The Jazz for Service Management Registry coordinates linked data integrations by providing a place to register and query the available providers and links for their resources. Build interactive dashboards (Dashboard Application Services Hub) for desktop and mobile using a vast palette of widgets (such as charts, gauges, and topology) to integrate data from various Tivoli products or 3rd parties (such as from databases, files). No code required! Or integrate your own UIs using our 3rd Party Integration Widget. Deliver compelling reports (Tivoli Common Reportning) for desktop and mobile of your product data using leading technology from Tivoli and Cognos. Give your customers the tools to explore your product historical data and create their own reports. Manage & check the configuration of your application via the Administration Services and the new centralized Administration UI. New tasks are easily created using the task builder.  Security Services Enables the standard Websphere single sign-on capability to non-Websphere apps. • What type of data do you manage? • Could this information be useful for other applications? • Do you have a need to consume data from another application?
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  15 How: Linked Data 15 Linkeddata provides information in context to: Link capabilities and views across solutions – simplify operations – improve responsiveness – increase agility – lower risk – Reduce administrative costs – Accelerate the development and operations lifecycles
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  16 How: Linked Data Usingcustom tooling, I can determine location from the network switch Discovered System Attributes and their Change History (TADDM) The Patch Status for the system (TEM) A Help Desk Operator wants to diagnose a trouble ticket (SCCD)… Asset Management team needs to de-provision a system (SCCD)… An Auditor must quickly find a system in the lab (SCCD)… Current CPU and Memory Utilization (ITM) A Business Service Analyst needs to diagnose a problem with their service (TBSM)… 16 Historical CPU and Memory Utilization metrics (ITM) Status and history of elevator use and horizontal car movement A problem manager must analyze reports on violent vibrations in an elevator car (MAM)
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  17 17 Reconciled Server Information System Info (Director) Service Tickets (ITop) SmartCloud Control Desk Registry License Management (TAD4D) ChangeHistory (TADDM) Change Management (3rd party) Monitored Applications (ITM) Discovered Attributes (TADDM) Location (Custom Tool) Patch Management (TEM) 1. Providers register their resource links 3. Control Desk queries Providers to get details 2. Control Desk queries Registry to find linked data for a resource Multi-Application Linked Data Scenario Custom and 3rd party data and solutions. Uses OSLC Common Resource Type Vocabulary attributes to reconcile resources from multiple providers.
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  18 Real-Time Dynamic Federationof Data 18 Enables Visibility From all sources, within the application License Mgmt Change History Work Orders Vs. Launching Multiple separate applications Health
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  19 Plug & PlayIntegration Product B Product A Product B Product A Product B Product A OSLC Facade OSLC Standard Same for all products: Simple Transitional model: standard façade to proprietary back-end Different for every product: Fragile, Complex Current model one-off for each product pairing Target model: Hardened, Standard Implementation OSLC Standard: Open, Simple, Repeatable Time Maturity Plug & Play Integration Across multiple applications Plug & Play Integration Build once, integrate everywhere Your App Here Your App Here
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  20 Open Ecosystem  StandardInterfaces established using OSLC  3rd Party integration using same method as IBM integration  Transparent Development with regular demos, feedback, and betas 3rd Party Data Integrated with IBM application Your App Here 3rd Party Application consuming IBM Data Your App Here
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  21 How: Open Servicesfor Lifecycle Collaboration An initiative aimed at simplifying data linking and tool integration across the lifecycle Community Driven – specified at open-services.net Specifications for Application Lifecycle Management, Product Lifecycle Management and DevOps Interoperability extending to Operations Lifecycle Inspired by Internet architecture  Loosely coupled integration with “just enough” standardization  Common resource formats and services Barriers to sharing resources and assets among tools Multiple vendors, open source projects, and in-house tools Private vocabularies, formats and stores Entanglement of tools with their data Deploy Operate Maintain
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  22 Dashboarding Services Integrated OSLC UIPreviews Solution Dashboards Mobile UIs Product UIs (ITM, APM) JazzSM UIs (Admin, Reporting)
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  23 Dashboard Application ServicesHub- Customer Value Solution Dashboards – More actionable information to be displayed – New dark theme designed to help L1/L2 operators quickly scan and respond to eye-catching visual elements – Enables customers to quickly assemble dashboards utilizing a catalog of widgets without product knowledge/education Mobile UIs – Convenience through access with mobile devices – Omnipresent access allows customers to address problems quickly Integrated OSLC UI Previews – Operators can get cross-product information faster to help solve problems faster Jazz for Service Management UIs – Centralized administration and reporting in a unified UI reduces training costs Product UIs – DASH focuses on the customer data, not the console, so the customer can get the information he needs to solve his issues – Easy navigation of product tasks, including search and favorites
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  24 DASH - Architecture DASH Widgetsfor Mobile (New) Product Data Provider Widgets for Desktop Product Data Provider Product Data Provider Product Data Provider TDI/ IMPACT Data Provider JDBC Lotus CSV
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  26 Themes – IBMOne UI & Dark
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  27 DASH – ITdashboard
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  28 DASH – eDayTraderdashboard
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  29 DASH – OSdashboard
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  30 Mobile Support  Providemobile views for the same set of products  This shows mobile UI for Omnibus  This was demoed at Pulse and the BTA Customers  Feel this is exactly what they want from mobile, and want it ASAP  Only addition is to provide 3 additional mobile tasks on an event Omnibus
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  31 Hosted Beta Registry Change History (TADDM) Monitored Applications (ITM) Discovered Attributes (TADDM) Location (SampleProvider) Sample Consumer SmartCloud Control Desk *Coming Soon Tivoli Business Services Manager Sample Dashboards Sample Reports Administration Services Services Demonstrations Integrated Management Environment Try It Today
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  32 Summary  Connect viaTransparent Development: http://ibm.biz/BdxR73 Join the Jazz for Service Management Group to stay informed of updates Download the latest drivers Post questions & interact in the forums • Click on the latest milestone to get a quick demo of new features and link to ftp site which includes drivers, readme, and docs • The Readme includes important updates from last sprint, known defects, & a quick start for installation • The docs include very detailed spec information for the registry, it‟s a great way to learn the exact protocol for registering & querying resources • Overall / Install • Registry • Admin • User Interface • Reporting • Security Watch demonstration videos • Registry • Administration • User Interface • Reporting • Security
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  33 Jazz for ServiceManagement The future “Enterprise Service Management Bus” ? • resources • capabilities • URI • attributes • product OSLC Registry Products Resources Product Provider once contiguous Application 1. Query resource 2. Lookup supporting products 3. Find desired capability 4. Obtain data from provider • Enables loose integration based on linked data • Allows you to reference generic capabilities (methods) • Based on: • REST • RDS • Dashboard Application Services Hub (DASH) incudes tasks (linked to widgets) to interact with provides. • Registry contains resources and relationships (subset of CDM) • Resources are reconciled based on CRTV
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  34 2Q 2013 3Q20131Q 2013 4Q 2013 Tivoli Business Service Mgr 6.1.1 Netcool Impact 6.1.1 SmartCloud Orchestrator 7.2 SmartCloud Monitoring 7.2 Tivoli Monitoring 6.3 SmartCloud App. Perf Monitoring 7.6 Tivoli Workload Scheduler 9.1 Total Productivity Center 5.2 SmartCloud Control Desk Tivoli Storage Manager 6.3 Omnibus 7.X NetView z/OS 6.2 EXPANDING PARTNER ECOSYSTEM “Jazz & OSLC can reduce the integration costs of an average project with 4 integrations by 33%, and the average time to develop an integration by 75%, based on the principle that we can develop once, and reuse many times.” – ICARO “With traditional integration, each connection is point-to-point and specific to the two products being linked. Jazz for Service Management and OSLC provide a central point of integration with an industry standard interface; this reduces both the number of connections required and the complexity of each one. This can reduce the time required to maintain these connections by 80% and easily save over $10,000 a year per linked product.”– Orb Data Jazz for Service Management Adoption by Product TADDM 7.2.2
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  35 Questions? 35
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  36 Thank You MerciGrazie Gracias Obrigado Danke Japanese English French Russian German Italian Spanish Brazilian Portuguese Arabic TraditionalChinese Simplified Chinese Hindi Tamil Thai Korean
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  37 Backup slides
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  38 Provider Registry 1. Products(service providers) advertise their presence and capabilities in a provider registry 2. Products query the registry for service providers of interest (supported domains, resource types etc.) 3. Products use returned service provider information to access each other directly, thus automating many integration functions.
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  39 Resource Registry 1. Productsregister information in the Resource Registry for resources they manage. These records link back to the domain-specific detailed information about the resources in the products. 2. Resource Registry uses the OSLC Common Resource Type Vocabulary to reconciles information from multiple products to enable consistent resource definition across products. 3. Products query Resource Registry for resource links of interest. 4. Links are followed to access or manipulate resource information as surfaced from the individual products.
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  40 Administration Services Single pointof configuration and administration of the IT management solution  Use an open architecture to setup, configure, integrate & administer products from IBM and other vendors, to deliver overall value of the IT management solution  Rapidly provide real-time and end-to-end visibility into a complex IT management solution – its health, performance, lifecycle state, dependencies, maintenance, historical state, etc.  Lower the skills required to administer the complex multi-product, multi-vendor, and multi-domain IT management solution.  Empower the administrators with codified SME knowledge (in the form of automations) required to perform standard repetitive administrative tasks (health-check, preventive maintenance, root-cause analysis, utilization / performance / capacity checks, etc.)  Perform risk managed configurations of complex multi-product IT management solution, using pre-tested SME knowledge, in a contextual manner.  Rapidly implement & operationalize the IT management solution that complies to the enterprise- specific IT management policy, practices & procedures. Mgmt System Administrator Services & Support Engineer System Integrator Value Added Reseller Independent Software Vendor
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  41 Configuring & administeringIT Management System with Administration Services OSLC Admin Service Provider (implements the open-standards interface for Administration) Admin Service UI (GUI / CLI) Orchestrate the Administrative Tasks OSLC interactions between the Console & the Product
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  42 Tivoli Common Reporting TCRis a common shared component across Tivoli. It adds value to Tivoli solutions by simplifying how information is visualized and shared Author View Share Build custom reports using a drag & drop integrated web- based editor Single UI for all report formats means common scheduling, distribution, security, and administration Send reports via e-mail, or save for later use. Output in HTML, PDF, Excel, XML, or CSV
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  43 Interact with reportswithout the need for server requests. This means reports can be emailed with interactive features. No coding required Clickable charts, sorting, radio button, tabs, cascading lists, checkbox filtering, ... 43 Active Reports
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  44 Reporting workspace • Dragand drop pieces from different reports to create a workspace with reporting content • Add interactivity between related data
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  45  Support forCSV, XML, and XLS  No data modeling knowledge or separate tooling needed  Join data with existing data 45 Add Data From Flat File
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  46 Mobile Support -Reporting  Provide user access to mobile views across the products  Provides access to reports via Cognos Mobile  This is all defined out of the box, with very simple dashboard customization to tailor to fit needs Services Summary (TBSM) Service Summary Cognos Mobile