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

• Record Nr.: UNINA9910823745203321
• Pubbl/distr/stampa: Austin, TX, : IBM, International Technical Support Organization, c2004
• Edizione: [1st ed.]
• Descrizione fisica: xvi, 546 p. : ill
• Collana: IBM redbooks
• Altri autori (Persone): ManoelEdson
• Soggetti: Business - Data processing - Management; Electronic commerce - Management; Information technology - Management; Service-level agreements
• Lingua di pubblicazione: Inglese
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Note generali: "December 2004."; "SG24-6464-00."
• Nota di bibliografia: Includes bibliographical references and index.
• Nota di contenuto: 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.