Service level management using IBM Tivoli Service Level Advisor and Tivoli Business Systems Manager / [Edson Manoel ... et al.].

Format:

Book

Contributor:

Manoel, Edson.

International Business Machines Corporation. International Technical Support Organization.

Series:

IBM redbooks.

IBM redbooks

Language:

English

Subjects (All):

Business--Data processing--Management.

Business.

Electronic commerce--Management.

Electronic commerce.

Information technology--Management.

Information technology.

Service-level agreements.

Tivoli Business Systems Manager.

IBM Tivoli service level advisor.

Physical Description:

xvi, 546 p. : ill.

Edition:

1st ed.

Place of Publication:

Austin, TX : IBM, International Technical Support Organization, c2004.

Language Note:

English

Contents:

Front cover

Contents

Notices

Trademarks

Preface

The team that wrote this redbook

Become a published author

Comments welcome

Part 1 Fundamentals

Chapter 1. Introduction to service level management

1.1 Service level management overview

1.2 Service level management benefits

1.3 Service level management components

1.3.1 Processes

1.3.2 Documentation

1.3.3 People

1.3.4 Tools

1.4 Business service management approach to service level management

1.4.1 Convergence of business service management and service level management

1.5 Improving service level management through integration

1.6 Scope of this book

Chapter 2. General approach for implementing service level management

2.1 A look at the ITIL process improvement model

2.2 Planning for service level management implementation

2.2.1 Identifying roles and responsibilities

2.2.2 Understanding the services

2.2.3 Assessing the ability to deliver

2.3 Implementing service level management

2.3.1 Developing service level objectives

2.3.2 Negotiating on service level agreements

2.3.3 Implementing service level management tools

2.3.4 Establishing a reporting function

2.3.5 Adjusting IT processes to include service level management

2.4 Ongoing service level management program

2.4.1 Maintenance of service definitions

2.4.2 Service level agreement management via historical reporting

2.4.3 Priority management of real-time faults

2.5 Continuous improvement

2.5.1 Improving quality of service levels

2.5.2 Improving efficiency of service level management

2.5.3 Improving effectiveness of service level management

Chapter 3. IBM Tivoli products that assist in service level management

3.1 IBM Tivoli product mapping

3.1.1 The monitoring and measurement layer

3.1.2 The service level management layer.

3.2 IBM Tivoli Business Systems Manager

3.2.1 Business goals

3.2.2 High level description and main functions

3.2.3 Benefits of using IBM Tivoli Business Systems Manager

3.2.4 Key concepts in IBM Tivoli Business Systems Manager

3.2.5 IBM Tivoli Business Systems Manager architecture

3.3 IBM Tivoli Data Warehouse

3.3.1 Business goals

3.3.2 High level description and main functions

3.3.3 Benefits of using Tivoli Data Warehouse

3.3.4 Key concepts in Tivoli Data Warehouse

3.3.5 Tivoli Data Warehouse architecture

3.4 IBM Tivoli Service Level Advisor

3.4.1 Business goals

3.4.2 High level description and main functions

3.4.3 Benefits of using IBM Tivoli Service Level Advisor

3.4.4 Key concepts in IBM Tivoli Service Level Advisor

3.4.5 IBM Tivoli Service Level Advisor architecture

3.5 IBM Tivoli Monitoring for Transaction Performance

3.5.1 Business goals

3.5.2 High level description and main functions

3.5.3 Benefits of using IBM Tivoli Monitoring for Transaction Performance

3.5.4 Key concepts in IBM Tivoli Monitoring for Transaction Performance

3.5.5 IBM Tivoli Monitoring for Transaction Performance architecture

3.6 IBM Tivoli Enterprise Console

3.6.1 Business goals

3.6.2 High level description and main functions

3.6.3 Benefits of using IBM Tivoli Enterprise Console

3.6.4 Key concepts of event groups in IBM Tivoli Enterprise Console

3.6.5 IBM Tivoli Enterprise Console architecture

3.7 IBM Tivoli Monitoring

3.7.1 Business goals

3.7.2 High level description and main functions

3.7.3 Benefits of using IBM Tivoli Monitoring

3.7.4 Key concepts in IBM Tivoli Monitoring

3.7.5 IBM Tivoli Monitoring architecture

3.8 Bringing it all together in support of SLM processes

3.8.1 Service definitions

3.8.2 Real-time monitoring

3.8.3 Historical monitoring.

3.8.4 Fault management

3.8.5 SLA reporting and alerting

3.8.6 Problem and change management

Chapter 4. Planning to implement service level management using Tivoli products

4.1 Implementing SLM using Tivoli products

4.1.1 Planning

4.1.2 Implementation

4.1.3 Ongoing SLM program

4.1.4 Improvement process

4.2 IBM Tivoli Business Systems Manager V3.1

4.2.1 Propagation, alerts, and events

4.2.2 Basic business system building

4.2.3 Best practices for business system building

4.2.4 IBM Tivoli Business Systems Manager business system types

4.2.5 IBM Tivoli Business Systems Manager views in an SLM context

4.2.6 IBM Tivoli Business Systems Manager roles in an SLM context

4.2.7 Understanding your services

4.2.8 Using IBM Tivoli Business Systems Manager 3.1 features for the benefit of SLM

4.2.9 Using PBT and RLP to manage high availability scenarios

4.3 Tivoli Data Warehouse V1.2

4.4 IBM Tivoli Service Level Advisor V2.1

4.4.1 Building SLAs in IBM Tivoli Service Level Advisor

4.4.2 Supporting SLM with IBM Tivoli Service Level Advisor

4.4.3 Realistic expectations for real-time SLAs

4.4.4 Integrating IBM Tivoli Service Level Advisor with IBM Tivoli Business Systems Manager

4.5 Additional products supporting SLM

4.5.1 IBM Tivoli Monitoring for Transaction Performance

4.5.2 IBM Tivoli Monitoring for Operating Systems

4.5.3 IBM Tivoli Monitoring for Databases

4.5.4 IBM Tivoli Monitoring for Web Infrastructure

Part 2 Case study scenarios

Chapter 5. Case study scenario: IRBTrade Company

5.1 Background of the business and its current issues

5.1.1 The business perspective

5.1.2 The Information Technology perspective

5.2 Existing IT infrastructure

5.2.1 Systems environment

5.2.2 Systems management

5.2.3 Reporting

5.3 A service level management solution.

5.3.1 Where we want to be

5.3.2 Where we are now

5.3.3 How we will get there

5.3.4 How we will know we have arrived

5.4 Implementation

5.4.1 Additional instrumentation required

5.4.2 Identifying the business service

5.4.3 Identifying necessary users roles

5.4.4 Required resource types

5.4.5 Creating business systems based on business functions

5.4.6 Defining executive dashboard views

5.4.7 Agreeing to and defining service level objectives

5.4.8 Identifying metrics

5.4.9 Enabling data sources in IBM Tivoli Service Level Advisor

5.4.10 Setting up schedules, realms, and customers

5.4.11 Setting up offerings

5.4.12 Setting up SLA in IBM Tivoli Service Level Advisor

5.5 How the new solution works in practice

5.6 Continuous improvement

Chapter 6. Case study scenario: Greebas Bank

6.1 Background to the business and its current issues

6.1.1 The business unit perspective

6.1.2 IT management perspective

6.2 Existing IT infrastructure

6.2.1 Systems environment

6.2.2 Systems management

6.2.3 Existing service level management

6.2.4 Business service management

6.3 A service level management solution

6.3.1 Where we want to be

6.3.2 Where we are now

6.3.3 How we will get there

6.3.4 How we will know we have arrived

6.4 Implementation

6.4.1 Stage 1: Defining services

6.4.2 Stage 2: Enhancing instrumentation

6.4.3 Stage 3: Determining users and roles

6.4.4 Stage 4: Determining IBM Tivoli Business Systems Manager resource types

6.4.5 Stage 5: Creating IBM Tivoli Business Systems Manager business systems

6.4.6 Stage 6: Creating IBM Tivoli Business Systems manager views

6.4.7 Stage 7: Agreeing to service level agreement objectives

6.4.8 Stage 8: Defining metrics

6.4.9 Stage 9: Preparing for ETLs.

6.4.10 Stage 10: Preparing IBM Tivoli Service Level Advisor

6.4.11 Stage 11: Creating offerings

6.4.12 Stage 12: Creating SLAs and OLAs

6.4.13 Stage 13: SLA reporting

6.5 How the SLM solution works in practice

6.5.1 Example 1: Component failure without loss of service

6.5.2 Example 2: Component failure terminates a service

6.5.3 Root cause analysis

6.5.4 Assessing the SLM solution

6.6 Continuous improvement

Part 3 Appendixes

Appendix A. Service management and the ITIL

The ITIL

Service management

Service delivery

Service support

Service support disciplines

Configuration management

Service desk

Incident management

Problem management

Change management

Release management

Service delivery disciplines

Capacity management

Availability management

Financial management for IT services

IT service continuity management

Service level management

Bringing it all together

Organization

Processes

Tools

Constant improvement is a must

Planning

Delivery

Measurement

Calibration

The power of integration

Appendix B. Important concepts and terminology

IBM Tivoli Service Level Advisor concepts

IBM Tivoli Business Systems Manager concepts

Appendix C. Scripts and rules used in this book

Abbreviations and acronyms

Related publications

IBM Redbooks

Other publications

Online resources

How to get IBM Redbooks

Help from IBM

Index

Back cover.

Notes:

"December 2004."

"SG24-6464-00."

Includes bibliographical references and index.

OCLC:

80244117