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IBM Client Success Stories

Optimizing the World’s Infrastructure: Service Delivery & Management Case Studies

IBM Client Success Stories

Optimizing the World’s Infrastructure
Capitalizing on the opportunities of a smarter planet means removing barriers to innovation and creating a business without limits. That’s why today’s leaders are deploying innovative strategies that leverage technology to improve the economics of business infrastructures and speed the delivery of innovative product and services, including, optimizing with cloud, extending with mobile, enabling smarter infrastructures, and protecting and managing data. In an increasingly fast-moving world, it can be a challenge knowing where your business infrastructure begins and ends, and how to best leverage that infrastructure to achieve desired business outcomes. IBM has helped thousands of clients overcome these challenges and achieve desired business outcomes through an integrated approach to business service delivery and management that provides:

VISIBILITY
To see and understand your business in real time

CONTROL
To transform and adapt while limiting risk and cost

AUTOMATION
To achieve greater efficiency and agility

In this book, you will find a collection of case studies broken into four areas detailing how organizations like yours gain the visibility, control and automation needed to:
• • Realize the transformative power of cloud and accelerate time to market by optimizing IT infrastructure. Improve reach to consumers, mobile and endpoints and deliver higher value, through a more personalized client experience. Transition to smarter, flexible physical infrastructures and provide new business insights via new digital instrumentation and analytics. Protect and manage the vast growth in data and to minimize the risks of an open and interconnected planet.

We hope you find this book valuable on your quest to achieve a business without limits.

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IBM Client Success Stories

Cloud & IT Optimization
Every day, organizations are spending more and more on maintaining IT infrastructures, while at the same time seeing application deployment times and image sprawl increase. To address these challenges, organization are standardizing, automating, and optimizing service delivery with cloud computing to stay competitive in today’s dynamic and volatile marketplace. IBM and its extensive ecosystem of Cloud and IT Optimization solutions can help organizations by delivering proven ROI through common adoption patterns, including development and implementation of the right cloud strategy; cutting IT expense and complexity through a cloud-enabled data center (IaaS); accelerating time to market with cloud platform services (PaaS); and gaining immediate access with business solutions on cloud (SaaS). Plus IBM allows organizations to capitalize on cloud as private, public or managed services.

Virtualization Management
Ricoh Americas Corporation
Scalable, cost-efficient, virtualized storage with IBM storage solutions 10 14

Technische Universität München
Technische Universität München boosts data center efficiency with advanced IBM Tivoli Monitoring

Private Cloud
Citigroup
Citigroup transforms application development with an IBM cloud solution 30 ibm.com 34

North American government agency
A North American government agency saves more than $400,000 annually with a cloud

University of Bari
The University of Barifosters innovation in the cloud

Cloud Service Provider
VNTT
VNTT creates climate of business innovation withIBM cloud solution 38 42

Dutch Cloud BV
Delivers highly available, cost-efficient cloud services

Public Cloud
Roland-Garros
Smarter computing from IBM helps turn the simple action of hitting a ball over a net into an event that captivates millions of people worldwide 48

Business Service Management and IT Service Management
A large US city
Delivering uninterrupted services to citizens 54 60 66 68

Central Depository Company of Pakistan Limited
CDC improves servicelevel agreement levelsby 98 percent

Great River Energy
Improving service management

BPCL
Consolidating and streamlining IT servicesacross geographies 3

Vietnam Technology and Telecommunication 4 . CEO.000 hours of staff time by automating security processes 94 96 Austin Energy Taking a multifaceted approach to better energy management DevOps Swiss Re IBMService Management helps Swiss ReIT make ITIL best practices actionable 98 Workload Scheduling & System Automation VocaLink VocaLink builds a high-performance platform for Faster Payments 104 108 Bilbao Bizkaia Kutxa Bilbao Bizkaia Kutxa manages a major acquisition “We chose IBM as our trusted partner for delivering commercial cloud services. based on its comprehensive portfolio and proven track record in other client engagements.IBM Client Success Stories Cloud & IT Optimization (continued) Monitoring & Performance Central Depository Company of Pakistan Limited CDC resolves IT issues ninefold faster 74 Provisioning & Orchestration IBM CIO Innovation Initiatives IBM clears space for new applications using cloud computing ibm.” — Nguyen Minh Tan.com 80 Zucchetti Group Zucchetti Group dramatically improves its customer service Network Management Large retail electronic payments processor Retail payments processor to make network 100 percent available 84 88 Consip Simplifying administration with IBMIntegratedService Management Security Management BlueCross BlueShield of North Carolina Saving 5.

dozens of management servers. in a manner that is consistent and compliant with corporate and regulatory mandates. and deployed workstations. scalability and extensibility of Tivoli Endpoint Manager provides significant differentiators in delivering our endpoint management solution. IBM solutions for endpoint management allow you to manage your mobile devices as easily and seamlessly as you manage other traditional devices in a single end-to-end solution. and endpoints can lead to higher risk and cost if not governed properly. Product Management. But this explosion in mobile devices. and months to years of customization and deployment services. Mobile & Endpoint Lifecycle Management Penn State Power-savings initiative expected to deliver $800. laptops and servers. control. and remote access to business data. across mobile devices. They are also facilitating greater productivity for employees with “bring your own device” policies. reducing vulnerability windows Mobile Network Management Aircell Aircell delivers reliable in-flight Internet access 131 “The real-time visibility.IBM Client Success Stories Mobility Mobile devices are everywhere providing new opportunities to connect with clients in entirely new ways. Director. Fiberlink 5 . scaling to accommodate the needs of the world’s largest organizations without requiring separate tools.” —Chuck Brown.000 annual savings 113 119 Fiberlink Achieves 25 percent annual growth rate with cloud-based endpoint management solution Mobile & Endpoint Security Christian Hospital Centre Christian Hospital Centre stays ahead of today´s and tomorrow´s threats 121 125 SunTrust Banks Improving productivity. Organizations must be able to manage and secure all endpoints.

Iowa Increases water leak detection and encourages water conservation by providing deep insight into water consumption trends 162 Smarter Utilities Abu Dhabi Water and Electricity Authority Reduces annual maintenance plan by about 40 percent 164 “The use of IBM Maximo Asset Management software is helping us achieve our mission of generating clean renewable energy and a sustainable future for our client communities.” — Steve Toth Jr. secure.. MN IBM Rochester. Enterprise Asset Management Major European Telecommunications Company Major Telecom saves 10 million EUR with IBM Maximo Mobile Work Manager ibm. But these smarter physical infrastructures also require enhanced lifecycle management to ensure embedded systems and software remain current.IBM Client Success Stories Smarter Physical Infrastructure Today’s physical assets and facilities are becoming increasingly intelligent with embedded software. CMRP. MN implements solution for Smarter Buildings 154 Smarter Cities City of Dubuque. Vice President. and by extending the degree of automation across the business. and interconnected to support effective service delivery. enabling organizations to gain new insights on their performance. we can help you streamline your service delivery processes and impact your bottom line. Maintenance/Asset Reliability. maintain and optimize the performance of smarter infrastructures organizations depend on to meet business objectives. By improving visibility and control across converging operating assets and information technology. Covanta Energy 6 . reliability and costs. chips and sensors. Only IBM can help organizations instrument. secure.com 138 ABB Service Ludvika ABB Service Ludvika moves to a proactive maintenance model Facilities Management Brookhaven National Laboratory Brookhaven National Lab raises productivity using IBM solution 142 148 Covanta Energy Covanta offers new approach to address world’s energy needs Smarter Buildings IBM Rochester. optimally configured.

” — Martin Schaeren.000 kilometers of track is a particularly daunting task.IBM Client Success Stories Smarter Physical Infrastructure (continued) Smarter Telecom ZON Multimedia Achieving a 98 percent reduction in network events forimproved customer service 166 Smarter Transportation Amsterdam Airport Schiphol Smarter baggage handling helps passenger volume take off 168 Smarter Rails Schweizerische Bundesbahnen (SBB) Leverages rail system and network transparency to keep trains on schedule 173 “Trying to manage 3. But. we’re able to see our entire infrastructure clearly and respond to problems before they can affect our operations. Swiss Federal Railways (SBB) 7 . Head of BU Service Management. by leveraging our new IBM solution.

I’d estimate we would have needed two to three times more people to support our current clients. whether in systems within data centers. PEER 1 Hosting 8 . protect. Data Protection & Storage Höganäs Höganäs reduces its backup window by more than 95 percent 176 180 184 188 190 Digital Medics GmbH Digital Medics GmbH answers the demands of its distributed medical imaging solution with IBM technology A Large European Telecommunications Company Reducing energy costs by 25 . we create 2. IBM has helped thousands of clients create a more responsive and resilient storage infrastructure for their businesses. however. Vice President. Organizations are facing an explosion of data from everywhere. Product Development.5 quintillion bytes of data — so much that 90% of world’s data has been created in the last two years. This information is vital for decision making and differentiation. flexible portfolio of data protection and storage solutions that help organizations understand. and retain data across the enterprise. in remote endpoints at branch offices.IBM Client Success Stories Data Protection & Storage Every day. and GPS tracking information for packages and delivery vehicles.50 percent PEER 1 Hosting Grows backup storage service by 800 percent with IBM data protection solution The Danone Group Danone standardises on IBM storage for the UK and Ireland “If we had not implemented Tivoli Storage Manager. IBM offers a comprehensive.” —Tim Varma. classify. records of client transactions on mobile devices. including sensors like smart meters and valves. it can easily be deleted. stolen or simply misplaced among volumes of useless or redundant data. or in deployed desktops and laptop computers.

IBM Client Success Stories Cloud & IT Optimization 9 .

Central and South America. And like many other companies dealing with the complexity of a globally-distributed environment. is a subsidiary of Ricoh Company. in their infrastructure to simplify storage management and increase efficiency. enabling better management of the storage environment and a reduced hardware footprint. Ricoh’s fully integrated hardware and customizable services and software help businesses share information efficiently and effectively by enabling them to control the input. Ricoh Americas Corporation. “The amount of storage we have and the number of customers we serve have all grown in size. services and software. “As we continue to see data growth year over year. 10 .. New Jersey. “It also increases the strain on our resources by way of equipment and recovery time. Explosive growth creates host of challenges Over time. The solution Ricoh partnered with IBM to deploy IBM storage solutions. including IBM System Storage® SAN Volume Controller. management and output of documents. explains.” Marty Everett. it provides challenges for us relative to backing up the environment in the timeframe we need.IBM Systems and Technology Case Study Electronics Ricoh Americas Corporation Scalable. cost-effective storage for the data center. Ricoh’s IT department saw its data storage needed growing by 20 percent annually due to expanding customer data archiving requirements and data center consolidation. the company needed to cost-effectively and efficiently integrate and upgrade their storage environment. Overview The need Ricoh Americas Corporation needed to refresh their storage environment to accommodate growing storage needs and increasing backup requirements— without interrupting availability or breaking the bank. Vice President of Technology Infrastructure and End User Services for Ricoh. The amount of responsibility that we have for things The benefit The IBM virtualized storage solution provides efficient. Ltd.” says David Levine. virtualized storage with IBM storage solutions Ricoh Americas Corporation. markets and distributes products in North. The scope of our applications has widened and varied. Ricoh’s Director of Architecture and Solutions Design. directly or through its network of authorized dealers. a 75-year-old leading provider of advanced office technology and innovative document imaging products. cost-efficient. headquartered in West Caldwell.

Ricoh implemented IBM XIV® Storage System. Vice President of Technology Infrastructure and End User Services.” “IBM SAN Volume Controller allows us to manage our storage environment and do significant work in the storage space without interrupting or impacting our customers.” says Levine. “If we see performance issues. without our end users even being aware that their applications are migrating. Ricoh Americas Corporation corporate-wide and even internationally has expanded over time.” In fact.” explains Levine. The company has also implemented multi-tiering in their disk environment. 2 11 . Everett says the amount of storage Ricoh manages has jumped from 500 terabytes to almost two petabytes of physical storage. It also enables Ricoh to seamlessly migrate storage as necessary. IBM System Storage® TS7650G ProtecTIER® Deduplication Gateway and IBM System Storage SAN Volume Controller with very little downtime or impact to their user base. Addressing storage needs with IBM solutions Storage virtualization solutions from IBM enabled Ricoh to help address their challenges. we can move disk on the fly during the day. plus 1. IBM System Storage Easy Tier® enables them to move applications and storage areas to the appropriate tiering levels with no impact to end users.” —David Levine.2 petabytes of virtual storage. “It’s really critical that we keep the infrastructure up and running.IBM Systems and Technology Case Study Electronics “IBM SAN Volume Controller allows us to manage our storage environment and do significant work in the storage space without interrupting or impacting our customers. Their storage environment is now 85 percent virtualized. meet storage goals and stay within budget. Ricoh leveraged IBM’s virtual tape technology as well as virtual storage technology in their IT environment—and found the two complemented each other very well. “Storage virtualization has been key to providing efficient and costeffective storage solutions for our data center. including costs related to storage management that ranged from staffing to addressing tape backup requirements. He adds that this goal must be accomplished without negatively impacting end users in other ways. efficiently and effectively. This also allows them to perform clean refreshes by moving data between subsystems. This increase in storage was impacting the business in many ways. so that it is available to our end users. “We have maintained a lower price point and effectively managed the explosive storage environment within our data center.” says Levine. during production hours.” says Everett.

The IBM solution also minimizes downtime. Directory of Architecture and Solutions Design.IBM Systems and Technology Case Study Electronics Solution components Hardware • IBM System Storage® DS8000® series • IBM System Storage TS7650G ProtecTIER® Deduplication Gateway • IBM XIV® Storage System Winning the storage game with virtualization According to Levine. which makes a large number of storage units look like a single storage infrastructure. “We truly view IBM as a partner—and IBM has been an outstanding partner for us over the years. The IBM SAN Volume Controller sits on top of all disk arrays. “We are a big IBM shop here at Ricoh. and IBM Global Mirror to make test copies in development environments. “By having efficient storage systems and solutions.” Software • IBM System Storage Easy Tier® • IBM System Storage SAN Volume Controller • IBM Global Mirror • IBM Tivoli® Storage Productivity Center • IBM Tivoli Storage FlashCopy® Manager “Storage virtualization has been key to providing efficient and cost-effective storage solutions for our data center. And as for their sustainability and energy concerns. Everett explains.” adds Levine. they ultimately consume less power.” says Levine. because Ricoh now has fewer storage devices. They’ve drastically lowered storage costs by consolidating their hosts. enabling them to manage more storage with less staff. virtualizing Ricoh’s storage environment has been a game changer for the company. if necessary. The company’s storage infrastructure includes a variety of other IBM solutions. “ On the software side. we can provide the best performance to our customers and end users. Ricoh Americas Corporation Navigating future growth—with IBM “Having streamlined tools and solutions really enables us to manage the disk systems and subsystems to optimize storage capacity and performance—it really helps us control growth. Levine says this variety enables them to fit the right kind of disk profile with the right kind of application. so we can proactively recognize problems before they occur and move storage around. “We no longer need large outages to move data or perform refreshes.” —Marty Everett. including an IBM XIV Storage System and an IBM System Storage DS8000® series. “This single user interface allows us to view the performance and interaction of the systems with the storage. IBM Tivoli Storage FlashCopy® Manager to provide fast application-aware backups and restores using advanced snapshot technologies. It enables us to recognize performance peaks and properly provision storage so that peaks are no longer an issue.” says Levine. Ricoh’s use of IBM solutions includes the IBM Tivoli® Storage Productivity Center software suite to help manage the environment.” 3 12 .

visit: ibm. INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY. We’ll partner with credit-qualified clients to customize an IT financing solution to suit your business goals. IBM Global Financing is your smartest choice to fund critical IT investments and propel your business forward. Actual performance results may vary depending on specific configurations and operating conditions. Produced in the United States of America March 2012 IBM.A. New York 10589 U. Easy Tier.ProtecTIER. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm.ricoh-usa. Actual available storage capacity may be reported for both uncompressed and compressed data and will vary and may be less than stated. The client examples cited are presented for illustrative purposes only..com/storage For more information about Ricoh Americas Corporation. EXPRESS OR IMPLIED. FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. Please Recycle TSC03149-USEN-00 13 . and XIV are trademarks of International Business Machines Corp. IBM products are warranted according to the terms and conditions of the agreements under which they are provided. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY. ibm. Not all offerings are available in every country in which IBM operates.For more information Contact your IBM representative or IBM Business Partner.com/legal/copytrade. System Storage.shtml This document is current as of the initial date of publication and may be changed by IBM at any time. visit: www. or visit us at: ibm. and improve your total cost of ownership.com Additionally. FlashCopy. Tivoli.S. the IBM logo.com/financing © Copyright IBM Corporation 2012 IBM Systems and Technology Group Route 100 Somers. enable effective cash management. DS8000.com. registered in many jurisdictions worldwide. For more information. IBM Global Financing can help you acquire the IT solutions that your business needs in the most cost-effective and strategic way possible. Other product and service names might be trademarks of IBM or other companies.

IBM SAP International Competence Center Technische Universität München boosts data center efficiency with advanced IBM Tivoli Monitoring 14 .

Holger Wittges SAP UCC Executive Director TU München “We expect a significantly improved system monitoring environment as a result of this cooperation with IBM. we are confident that the implementation of IBM Tivoli Monitoring will boost the availability and reliability of our SAP hosting services. With a complete stack of IBM hardware and software.“ IBM Tivoli Monitoring was our first choice. We want to replace a number of isolated solutions with a comprehensive monitoring infrastructure.” Dr.” Professor Helmut Krcmar SAP UCC Academic Director TU München 15 . because it supports our complete cloud-ready hardware and software stack out of the box and allows us to provide the same data to all relevant people. tailored to their individual needs. Additionally. the user-friendly and consistent interface was also a big advantage of this solution over the alternatives we discussed.

integrated IBM Solution and easy-to-use interface. Offers access to monitoring data for administrators. TU München provides over 100 SAP instances for use in courses and training each term to over 160 higher education institutes. • Will provide new insights into system utilization and data center infrastructure with data warehouse technology and business analytics approaches. increase service availability. improve monitoring performance. Integration of Tivoli agents into automated Cloud LPAR provisioning routine reduces time needed to deploy monitoring agents on new systems from two hours to one minute. Customer Objectives Customer Benefits • • • Reduce complexity. • • • Potential system failures can be identified. System notices and alerts issued directly to IT staff to take action on the most severe problems. prevented and rectified before impacting customer service. • • Standardize operations by using a single monitoring platform with an easy-to-use graphical interface. Detect system failures before customers notice them.1 IBM Systems Director IBM DB2® IBM Tivoli Monitoring IBM Tivoli Composite Application Manager IBM Tivoli® Storage Manager IBM Tivoli Performance Analyzer IBM Cognos Business Intelligence IBM Tivoli Service Automation Manager IBM Power® 750 IBM XIV® Storage System the support team substantially. Reduce complexity by replacing multiple solutions such as custom-developed scripts and hard-coded reports that are hard to interpret. • Capability to automate standard reactions to recurring problems with advanced scripting features and help to reduce the workload for the IT team. 16 . TU München ensures high service levels. enables its support team to provide more accurate and faster feedback to customers. • Increases efficiency for system administrators by providing tools such as central execution of mass operations right from the systems management and monitoring interface. • • Enables TU München to operate its large and complex cloud-ready SAP infrastructure with a small team. cut costs. support staff and managers from a single. Using IBM Tivoli Monitoring. and managers. Extend monitoring to more systems and components including hardware and operating systems for complete end-to-end monitoring to improve system availability and service levels. and helps system administrators with management and automation tools to improve their efficiency. • Deploy a user-friendly. integrated solution to provide monitoring data for its cloud-ready infrastructure to administrators and to support staff.Technische Universität München boosts data center efficiency with IBM Tivoli Monitoring About this paper This paper describes how Technische Universität München (TU München) deployed a monitoring infrastructure to improve its data center operations for its cloud-ready SAP hosting services. improving the performance of ® • • • • • • • • • • • IBM AIX 6.

natural sciences. SAP Solution Manager provides functionality that covers solution deployment. which both provide support for TU München. With more scripting. including operating systems. To complement the SAP application monitoring. SAP donates the latest software releases such as SAP Business Suite 7. focusing on engineering sciences. TU München’s IT team developed some reports to cover additional aspects such as database backups and selected hardware components with its monitoring. 17 . robust application management and administration solution combines tools. helping to introduce students to modern software applications headed by Elena Maria Ordóñez del Campo. TU München provides the SAP systems supporting its education courses and research projects at relatively low costs.’ usability and information content of IBM supports TU München’s SAP projects by providing the IT infrastructure. hosting. Initial IT environment Before the implementation of IBM Tivoli Monitoring. and continuous improvement. backup and recovery services for over 100 SAP instances. life sciences.500 academic and non-academic staff. TU München used SAP Solution Manager to monitor its SAP systems. substantial background knowledge was needed to interpret the reported information correctly. Senior Vice President.000 students. operation. somewhat comparable in character and size to real-world production systems. welldocumented and easily extensible standard solution. managed with the IBM Tivoli suite of applications. medicine and economics. As one of two SAP University Competence Centers (UCC) in Europe. based on the IBM Power Systems (POWER7) platform and XIV storage. The university employs around 7. the reports.100 universities and educational institutions in more than 60 countries. on an ultra-modern systems landscape. The TU München IT team chose to replace the existing solution. content. This alone would not address the ‘findability. starting point and objectives About TU München Technische Universität München (TU München) is one of the leading technical universities in Europe. the reports To support the university. This centralized. TU München is member of the global SAP University Alliances Program – a global initiative covering more than 1. as they contained no detailed error reporting beyond the simple plain numbers. and looked for an easy-to-use. While the SAP Solution Manager is appropriate for monitoring SAP applications.Background. The only way to find and access the reports was by knowing the usually undocumented locations of the reports on internal web servers. SAP BusinessObjects solutions and SAP NetWeaver technology and components and organizes free training courses. TU München maintains close relationships with the International SAP IBM Competence Center in Walldorf and the IBM Solution Sales for SAP team within IBM Germany. Moreover. were difficult to decipher. database and virtualization technology. used by over 160 affiliated institutions of higher education. and is attended by more than 26. and direct access to SAP to increase system reliability. To benefit from the report at all. SAP AG. the in-house solution could have been extended to cover more monitoring aspects. The extra reports were cluttered and not accessible from a shared portal. TU München provides educational services. the team could not monitor the entire underlying hardware and system software solutions end-to-end. Based on this support. IBM offers intensive knowledge transfer and ongoing support through the regular presence of highly-qualified IT architects and IT specialists on site.

and was unable to include software components such as database systems. To increase the reliability of its hosting services. administrators. 18 . able to take advantage of future technological improvements. TU München wanted to introduce a solution that supports new SAP applications quickly. shortcomings of the legacy solution by including both the hardware and the software stack. and some providing infrastructure services to the other systems. managers should be able to discover information about their team’s systems. SAP UCC Academic Director. as it lacked sophisticated support for monitoring server hardware components. The main objective for TU München was to establish a central. some SAP system outages were detected and reported by customers before the IT team was aware of an issue. most of them running SAP systems. This would address the active development strategy. could not monitor devices such as routers. by introducing comprehensive and integrated monitoring that would help to identify. who need to work with monitoring data on a daily basis. Second. we are confident that the implementation of IBM Tivoli Monitoring will boost the availability and reliability of our SAP hosting services. Additionally. database management systems and SAP applications. rectify and prevent outages.” Finally. so to speak. comprehensive monitoring solution to ensure reliable SAP operations for its customers. from networking In the past. It presented a complex user interface that was difficult for infrequent users to remember and understand. who have different needs in terms of access to status reports and advanced analytics tools. powered by IBM DB2 databases. Additionally. TU München wanted to improve its monitoring solution. another objective “We expect a significantly improved system monitoring environment as a result of this cooperation with IBM. First. it should also include every component contained in TU München’s cloud-ready infrastructure.” says Professor Helmut Krcmar. to help ensure that it could provide the best service levels to its customers. equipment. the TU München team wanted to take into account the needs of the four main user groups. selected status and performance data should be made available to customers. based on the monitoring data. With a complete stack of IBM hardware and software. was to implement a solution that is widely used in the commercial world. This required choosing a solution with comprehensive vendor support. The objective was that all of these would be continuously and automatically monitored. so that experience gained on the system would be beneficial to team members such as scientific staff and student assistants in future. server hardware. standardizing the monitoring system and making it easier to maintain and extend. As TU München is an educational institution. and one which has an ongoing. The institution wanted to monitor more than one hundred LPARs. without the need to develop oneoff adapters and clients. Fourth. “We want to replace a number of isolated solutions with a comprehensive monitoring infrastructure. to the operating system. The TU München IT team wanted to get back into the driving seat. virtualization layers. The selected monitoring solution should be able to support yearly growth of 20 percent in the number of LPARs. there are the system The legacy solution covered relatively few aspects of the overall IT environment. support staff should also be able to check system status information and drill-down into issues to provide reliable information to people reporting problems. routers. Any new solution would also replace customdeveloped reports. Third. which restricted the number of people who could access and exploit the reports.Business challenges and project objectives The SAP UCC at TU München hosts more than 100 SAP systems running in virtual environments on a cloud-ready infrastructure based on IBM Power systems servers.

supported by IBM. TU München staff spent five days on defining alerts and notification options. because it offered the best match with the institution’s complex requirements and provided the best range of features.1 operating system. which is connected to an IBM XIV Storage System.Selecting IBM Tivoli Monitoring The TU München team considered three alternatives. after a test phase. Additionally.” IBM installed and configured the core components within six days. Finally. The team installed IBM Tivoli Monitoring 6. and the flexible system architecture enables new adapters and components to be added rapidly and easily. • Tivoli Monitoring servers handle data management tasks and control the agents.2 on three LPARs running the AIX 6. UCC Executive Director at TU München. After the initial setup. and the entire implementation was completed in less than one month. 19 . and forwards it to an IBM Tivoli Data Warehouse. “IBM Tivoli Monitoring was our first choice. After this work was completed. • Monitoring agents collect raw data from different hardware platforms. because it supports our complete cloud-ready hardware and software stack out of the box and allows us to provide the same data to all relevant people. The Tivoli package includes a huge number of pre-built device adapters. tailored to their individual needs.” This master server connects to multiple remote monitoring servers. the team worked on automating the deployment of the solution and scripts to generate customized standard views. and TU München and IBM set up one Tivoli Enterprise Monitoring Server as the “master. The master server receives and processes the data. and the advanced integration capabilities with other systems. SAP NetWeaver Business Warehouse 7. underlying hardware systems and networking equipment. • IBM Tivoli Enterprise Portal clients. and SAP BusinessObjects applications. which automates many administration tasks and greatly accelerates preparation for the new semester. Dr. TU München rolled out all the clients and the new monitoring solution was deployed. The monitoring landscape is configured and TU München operates a fully cloud-enabled infrastructure based on the IBM Power Systems platform. the implementation. Working with IBM. controlled centrally. database systems and applications. which collect data from the LPARs. TU München provides a complete range of SAP solutions to its customers. Subsequently. TU München implemented IBM Tivoli Monitoring in a four-tier architecture that is capable of managing and monitoring this virtualized hardware and software landscape: The principal reasons for selecting Tivoli Monitoring were the seamless integration with the cloud-ready IT landscape. the userfriendly and consistent interface was also a big advantage of this solution over the alternatives we discussed. IBM trained the TU München team and answered questions that emerged during Technical implementation and architecture To allow universities and other educational institutions to teach students concepts and approaches of modern business applications. The LPARs are set up on an IBM Power 750 server. and decided to implement IBM Tivoli Monitoring. The solutions include SAP Business Suite 7. based on IBM hardware and software. Holger Wittges. • Portal servers provide access to user-friendly visual presentations of the data.

IBM Tivoli Monitoring supports TU München in that task by collecting data points from more than 800 agents deployed across the cloudready SAP environment. POWER7 servers. an IBM Cognos Business Intelligence server will be connected to the IBM Tivoli Data Warehouse. which features load balancing for the remote monitoring servers. the Cognos Business Intelligence server will be connected to an IBM Tivoli Integrated Portal Server that will deliver sophisticated reports through a modern web interface. IBM DB2 database management systems. AIX operating system functions. TU München needs to make sure that resource assignment and allocation for over 160 customers are operational. For advanced analysis. providing centralized access to up-to-date monitoring data and system status information via Java-based and browser-based graphical user interfaces. enables TU München to monitor its large SAP landscape easily. IBM PowerVM virtualization. This environment is constantly growing in size and complexity. IBM Hypervisor. the IBM Central Electronics Complex (CEC) modules. Productive Tivoli Enterprise Monitoring Server LPARs Tivoli Enterprise Portal Clients Tivoli Enterprise Portal Server Tivoli Enterprise Monitoring Server Tivoli Enterprise Monitoring Server LPARs Installed Tivoli Integrated Portal Clients Tivoli Integrated Portal Server Cognos Server Tivoli Data Warehouse Figure 1: Monitoring architecture at TU München. 20 . UNIX log files. The agents include features to monitor SAP systems. IBM Virtual I/O Server instances.An IBM Tivoli Enterprise Portal server is directly connected to the master server. IBM Hardware Management Console equipment and also the core of the This advanced system architecture. To provide access to the data with a consistent look and feel.

the team discussed. illustrated with an IBM Power 750 server. aimed at reducing the total amount of monitoring data and allowing TU München’s system administration staff to monitor the large amount of systems and components as efficient as possible. and further channels can be used to notify support staff as needed. the team decided to select the indicators most important to TU München. which allow them to receive email alerts instantly. At TU München.To roll out new systems quickly. The most For the monitoring agents. to make sure that failures will be prompted and reported quickly. alerts can trigger the execution of scripts. These agents are now integrated into the general automated LPAR provisioning solution at the SAP UCC. and can also trigger emails and text messages. most alerts simply pop up as notifications in the management interface. TU München automated the deployment of the agents monitoring IBM AIX operating system functionality. TU München staff members carry up-to-date smart phones. to automate more complex notifications and actions. 21 . regardless of the time of day. IBM DB2 functionality. This helps to ensure that the operations team is able to resolve issues before customers notice any problems with their applications. existence of processes … Hypervisor IBM AIX Agents : HMC. For each agent. Premium AIX. size and existence of specific files or folders. Available CPUs IBM Power 750 Hardware Agents : HMC. Unix Logs Alerts: File system size. the team used predefined alerts and configured additional individual alerts. LPAR SAP system IBM DB2 IBM AIX LPAR SAP system IBM DB2 system configuration Agent: SAP Alerts: Instance availability. The team installed and configured agents and alerts to monitor all aspects of the SAP environment. CEC Alerts: Available memory. important alerts also trigger emails. Furthermore. instance and database status Agents: Unix OS. Agent: DB2 Alerts: Last backup. After examining the comprehensive capabilities of the monitoring solution. CEC Alerts: Physical server state Figure 2: Overview of systems monitored. Alerts are displayed in the Tivoli management interface. and the SAP applications. developed and tested configurations.

managers and customers. This configuration ensures that the required database resources and backups are available. application. Customer data is imported from an existing system support and billing database that the University maintains. the existence and the size of a list of specified files and folders. TU München enhanced the data pool with information about what systems belong to which At the operating system level. as well as the existence of important system processes. At the hypervisor level. the IBM Tivoli Monitoring solution uses IBM Hardware Management Console and IBM Central Electronics Complex agents to monitor the availability of processors and main memory to alert if resource and capacity issues could be identified. the team deployed Unix and IBM Premium AIX agents to monitor each system’s file system size. the SAP UCC configured the SAP monitoring agent to check the availability and performance of the corresponding SAP instance and monitor the system configuration. 22 . support staff. Instead of To monitor the database system. Access to monitoring data is provided through Java-based and browser-based applications. alongside customized views based on the advanced configuration options that the solution provides. a single resource is selected and then based on this one can drill down into the data starting from the specified resource. For example. customers. if failures are detected. The monitoring system automatically sends notifications to relevant staff. In extending the standard views. customer. TU München At the application level. identified four categories with different requirements: administrators. service or device might be the cause. Important to TU München was to provide a central and consistent user interface for different users. The standard view on the monitoring data provided by the IBM Tivoli Monitoring solution is a resource-oriented view. All monitoring. which enables customer-oriented access to monitoring data. to make sure that the systems do not run out of storage space. IBM Hardware Management Console and IBM Central Electronics Complex agents monitor the physical state of the server to detect hardware failures as early as possible. The user experience is supplemented with a number of standard views. the system monitors the availability of the SAP router system processes as well as the status of the file volumes.Integrated and consistent user interface to access status information At the hardware level. the customer-based view enables support staff and others to drill down into the customer’s system data to locate and identify problems without knowing in advance which resource. the IBM DB2 monitoring agent is installed. Monitoring these SAP system characteristics enables the SAP UCC proactively to alert the IT team as soon as any SAP systems encounter failures. If a customer calls with an issue. configured to monitor the last backup date as well as if the current IBM DB2 instance is running and if the status of the relevant database is active. This ensures that the team gets immediate notification when crucial operating system resources or configurations are not operational. Data collected is represented within one single user-friendly point-and-click interface. including the IBM XIV Storage System with its integrated monitoring component are configured to provide proactive monitoring.

The institution implemented different views. the system must provide a clear and quick overview. exactly. The feature to trigger mass operations from within the monitoring and systems management interface made system maintenance and trouble shooting a lot easier. Support staff To provide efficient help and assistance. With IBM Tivoli Monitoring. says. the administrator specifies the command and selects the system where the command should be executed. Allowing support staff to access the monitoring data also improves the quality of the support requests sent to system administrators. support staff can drill down into the data based on systems grouped by customers. quickly connect to different systems and check the status of components such as the database. and instead can turn immediately to resolution.Administrators Administrators are the people who rely heavily on the solution and use it frequently. support staff can Administrators can also trigger mass operations directly from within the monitoring application. Figure 3: Overview over CPU utilization of an LPAR over time. without the need to manually write and edit custom-developed monitoring scripts in various locations. the failure occurred. including CPU forecast information. 23 . because Alexandru Danciu. With the new monitoring solution. Administrators are freed from checking multiple systems to check if they are the problem source. notify them if issues arise. accurate data at their fingertips. For administrators. TU München’s support team needs to be able to access monitoring data. by SAP solutions and by server systems. Responses are much more detailed. Administrators also benefit from the integrated interface with drill-down capability to locate errors quickly. such as login to the local systems and actually executing the command.” the cause of a problem has already been identified by the support team. This can be useful. right at the time when a customer is calling. Providing this detailed view to the support teams allows the staff to be better informed with high-quality. are handled by the monitoring system. For example. to provide the support team with different ways to access monitoring data depending on the support request. Research Associate. executing mass operations on a couple of systems was a pain. and provide them with tools to monitor and manage the cloudready infrastructure efficiently. no matter where. for example if a group of systems needs to be restarted. “In the past. The mass-command complexity. Administrators can customize and extend their reporting views easily.

how many users are logged in. This visual trend analysis will enable managers to identify irregularities. The next step will be to implement self-service features based on IBM Tivoli Service Automation Manager. to enable customers to order SAP systems online. TU München is planning to enable customers to view and analyze relevant monitoring data and to trigger backups and related In future. TU München also wants to provide customized dashboard views to managers. how much data the systems are using and many other key performance measures. to provide them with aggregated systems status overviews. how many of them are running. products or resource.Managers With the IBM Tivoli Monitoring solution. Using the IBM Tivoli Data Warehouse together with IBM Cognos Business Intelligence technology. AIX agent Deploy basic agents LPARs Tivoli Enterprise Monitoring Server User input Deploy DB2. Once this is implemented. managers will also be able to view data as charts. SAP agent Deploy application agents LPARs Tivoli Enterprise Monitoring Server Figure 4: Lean provisioning by triggering mass operations through IBM Tivoli Monitoring. TU München can provide managers with a clean and simple user interface. Occasional users who are familiar with standard presentations and spreadsheet applications find it easy to work with the monitoring data. The goal is to include information about the number of systems they currently have. which looks similar to modern desktop applications. and visualize and analyze monitoring data over time. LPARs 24 . Customers TU München plans to provide its customers direct access to their systems status information. and report on key performance indicators. actions for themselves. Deploy Unix agent Add LPARs User input Tivoli Enterprise Monitoring Server Deploy Logs. and can view information by customer.

analyze.Looking ahead to advanced performance reporting Tivoli Data Warehouse and IBM Cognos Business Intelligence A key component of the monitoring solution that will be implemented at TU München is the IBM Tivoli Data Warehouse. A data warehouse is a comprehensive pool of data. to allow them to develop a proactive approach to systems management. 25 . gain new insights and predict possible future issues. a data warehousing solution based on proven IBM DB2 Data Warehouse technology. “ Improved reporting and more accurate information improves decision-making a lot. The purpose is to provide access to large quantities of data and explore. collected and stored. The system enables TU München to analyze and process historical systems management data to compile performance reports.” Professor Helmut Krcmar SAP UCC Academic Director TU München Figure 5: Custom SAP instance overview. and understand the information. The next step in using business analytics tools will be to enable administrators to use the data warehouse for advanced data mining and predictive analysis. that can be analyzed and visualized along different dimensions and processed using complex algorithms.

TU München will implement IBM Cognos Business Intelligence and connect it to its monitoring data warehouse. When the implementation is complete. or it could take about half an hour to validate the customer’s report. the entire IT team of ten people works together to provide continuous availability of the hosted SAP systems. an integration solution that ensures that the user interface of the main IBM Tivoli GUI and the reporting and analytics solution are consistent. systems. it took two hours to manually install and configure the different agents. the support team can now check directly. TU München saves huge amount of time when deploying new SAP TU München generates reports such as CPU. designed to store and manage historical data from both Tivoli and other management applications. and in analytics solutions. The new IBM Tivoli Monitoring solution also boosts the efficiency of support staff. the support team could not find this out themselves. the TU München team has also automated reactions for recurring problems. such as a heat chart. Supported by the IBM Tivoli Monitoring solution. When customers call to report that they cannot access their system. managers will be able to dive into the data and examine it to gain new insights and to support decision-making processes. enabling TU München to make proactive. disk and network utilization in different visualizations. the institution can now identify failures in its cloud-ready infrastructure before customers notice them. TU München has addressed its business challenges with this comprehensive Tivoli solution. Thanks to advanced system monitoring and instant notifications for severe problems. If a problem is detected. IBM Tivoli Data Warehouse will be used in combination with the IBM Tivoli Performance Analyzer and IBM Cognos Business Intelligence to predict future trends and behaviors. these reports can be accessed through IBM Tivoli Integrated Portal. To solve issues when they arise. Previously. IBM Tivoli Data Warehouse aggregates and correlates the data from multiple systems for use in reports. and allows them to concentrate on more complex issues.Project achievements The IBM Tivoli Data Warehouse is an online analytical processing (OLAP) system. to optimize systems operations and business continuity. helping the SAP UCC at TU München to improve its service levels and increase customer satisfaction. ensure continuous system operation. memory. this person gets notified instantly. With IBM Cognos Business Intelligence at hand. knowledge-driven decisions with the help of advanced data mining tools. This reduces the workload of the IT team members. In the past. 26 . With IBM Tivoli Monitoring’s automation capabilities. To provide managers with accurate reports and allow them to analyze the performance and status of their systems over time. The Tivoli monitoring infrastructure enables the UCC to run its SAP environment with a comparatively small IT team. By integrating the installation of the IBM Tivoli Monitoring agents into the automated Cloud LPAR provisioning solution. now agent deployment can be completed in one minute at the push of a button. and within two minutes. and which other systems are running without problems. to keep the systems as easy-to-use as possible. Support staff can see where the monitoring solution system noticed a failure. only one person is required to Furthermore. in the user-friendly IBM Tivoli Monitoring interface.

and the information provided to the customer is much more accurate. By adding a consistent system and application monitoring solution. by integrating the latest version of the SAP Solution Manager into the existing IBM Tivoli Monitoring infrastructure. followed by basic automation of Cloud LPAR provisioning. 27 . “The next step in using business analytics tools will be to enable administrators to use the data warehouse for advanced data mining and predictive analysis.” The correlations will then be complemented by sophisticated rule definitions to allow TU München to automatically react accurately to complex situations in its IT systems. SAP UCC Academic Director. The overall goal is to expand the existing IBM Tivoli Service Automation Manager solution. All these features will be provided with a consistent user interface through IBM Tivoli Integrated Portal server. OMNIbus.” says Holger Wittges. to allow them to develop a proactive approach to systems management. The cloud-ready IBM infrastructure was the first step. the team is also considering the implementation of additional external monitoring agents to check system availability based on GUI access to the SAP systems. landscapes. combined with IBM Cognos Business Intelligence technology for advanced analytics at a later date. TU München has created the foundation for further optimization and automation.Next steps “The new monitoring infrastructure has improved the performance of our support team substantially. To monitor actual system performance from an end-user’s point of view and establish end-to-end performance analytics of the cloud-ready SAP infrastructure. implementing a fully automated SAP hosting service. and monitor complete SAP TU München plans to implement IBM Tivoli Data Warehouse software. This will enable the university to benefit from much deeper insights into system utilization and the overall cloud-ready data center infrastructure. including customer selfservice features to set up.” says Helmut Krcmar. This solution will provide the features to enable TU München to calculate complex correlations between different events and alerts. TU München also plans to extend the monitoring solution itself. Providing detailed performance reports and an easy-to-use ad-hoc reporting interface to managers will enable them to use system monitoring data to support decision-making processes. TU München and IBM plan to implement more advanced event management with IBM Tivoli “Improved reporting and more accurate information improves decision-making a lot.” Future plans at TU München include the extension of its IBM Tivoli Monitoring solution to provide customer access to system status information. To raise the level of automation. manage. “Typical support cases can now be verified five times faster than before.

” Alexandru Danciu Research Associate TU München 28 . Holger Wittges SAP UCC Executive Director TU München “In the past. and the information provided to the customer is much more accurate. executing mass operations on a couple of systems was a pain.” Dr. Typical support cases can now be verified five times faster than before. The feature to trigger mass operations from within the monitoring and systems management interface made system maintenance and trouble shooting a lot easier.“ The new monitoring infrastructure has improved the performance of our support team substantially.

IBM does not guarantee comparable results. ibm. Windows NT. 2012 IBM Deutschland GmbH D-70548 Stuttgart ibm.com For more information about SAP products and services. visit: ibm-sap. Microsoft. POWER5. All information contained herein was provided by the featured customer/s and/or IBM Business Partner/s. contact an SAP representative or visit: sap. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. POWER4. or both. FlashCopy. Notes. Photographs may show design models. contact an IBM representative or visit: ibm. Linux is a trademark of Linus Torvalds in the United States. This publication is for general guidance only. Domino.com) For further questions please contact the IBM SAP International Competency Center via isicc@de.For more information: © Copyright IBM Corp. other countries.ibm. This brochure illustrates how IBM customers may be using IBM and/or IBM Business Partner technologies/services. IBM does not attest to its accuracy. Windows. other countries. these symbols indicate U. other countries.com Contacts: IBM Carsten Siegler (csiegler@de. Lotus. Other company. shtml UNIX is a registered trademark of The Open Group in the United States and other countries. or both.com Produced in Germany January 2012 IBM.com/legal/copytrade. DB2. the IBM logo.com SPC03374-DEEN-00 29 .com For more information about IBM products and services.ibm. registered or common law trademarks owned by IBM at the time this information was published.com.ibm. or service marks of others. POWER6. POWER. System i. To learn more about the solutions from IBM and SAP. Many factors have contributed to the results and benefits described. and the Windows logo are trademarks of Microsoft Corporation in the United States. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™). and Tivoli are trademarks of International Business Machines Corporation in the United States.S. or both. A current list of other IBM trademarks is available on the Web at: http://www. Such trademarks may also be registered or common law trademarks in other countries. i5/OS. product or service names may be trademarks. System x.

000 internal application developers. Based in New York City. The benefit With the IBM solution. corporations.000 physical and virtual servers located in 14 data centers. these developers have historically had to wait as long as 45 days to receive a provisioned server they had requested—a natural symptom of dealing with physical infrastructures. serving Citigroup’s community of more than 20. governments and institutions. Through two divisions—Citicorp and Citi Holdings—the company offers a broad range of financial products and services for consumers. is one of the world’s leading financial services companies. Citigroup has approximately 200 million customer accounts and conducts business in more than 140 countries. 30 . Citigroup Inc. and would give CTI an automated process for provisioning those resources. enabling self-service request. speeding development cycles and allowing the company to put new features and enhancements in the hands of customers more rapidly. “We saw this as an evolution of IT infrastructure that goes from a dedicated world where servers are built to order.IBM Smarter Computing Citigroup transforms application development with an IBM cloud solution Overview The need Citigroup wanted to dramatically reduce time to market by rapidly accelerating development cycles for the company’s more than 20. In 2010. corporate and investment banking. senior vice president at Citigroup. Unfortunately. the ultimate goal was to build an internal cloud that would give developers an automated.500 development servers. to a virtual infrastructure in which the focus is on improving the utilization rates of our infrastructure. and wealth management. who were typically forced to wait up to 45 days for server resources to be provisioned.000 internal application developers. Led by a core team of five Citigroup employees. Meeting the needs of a global development community A division called Citi Technology Infrastructure (CTI) serves as the IT backbone for Citigroup and is responsible for more than 60. These servers include 8. including consumer banking and credit. which typically number between 2.” says Graham Hill. This massive development team is responsible for improving customer experiences through thousands of new development initiatives annually.500 and 3. and internal chargeback capabilities. Citigroup slashed server provisioning times from 45 days to less than 20 minutes. self-service process for submitting development server requests. Citigroup began looking for a smarter approach to service delivery. including one that would automate and expedite the procedure for requesting and provisioning development servers for writing and testing code. transaction services. automated provisioning. while at the same time boosting utilization rates and improving operational efficiencies.000 annually. securities brokerage. The solution Citigroup built an internal cloud using IBM® Cloudburst™ and Tivoli® software solutions.

after approvals.” Moore says. a process that encourages timely decommissioning of servers that are no longer required. Once it is deployed to the zEnterprise 196. Automated • • • • • • Automated administrative tasks to improve systems administrator ratios and reduce operational overhead Automated provisioning processes to reduce provisioning times from 45 days to less than 20 minutes Improved the security and compliance of development servers with automated agent-based patching Ensured consistent security configuration of new development servers Dramatically accelerated development lifecycles and reduced time to market for new applications and features that enhance the customer experience Enabled smarter use of resources by increasing server utilization rates. “It forced us to look at our process of server provisioning. Citigroup decided to implement a private cloud based on the Cloudburst software architecture. we’ve reduced provisioning time from 45 days to less than 20 minutes. and Tivoli Provisioning Manager manages the provisioning workflow. Citigroup’s cloud deployment offered both infrastructure as a service and software as a service from the outset. To support service delivery processes. the team selected a suite of IBM Tivoli automation software solutions. administration. Tivoli Service Automation Manager provides automation of administrative tasks. and this is when we decided to place our development in the cloud. Instead of taking a staged approach to hardware and software provisioning. Hill says Citigroup will be able to offer the world’s fastest private cloud. senior vice president at Citigroup. implementing chargeback capabilities and automating administrative tasks Protected Transformed Accelerating time to market Jonathan Moore. With this implementation. “Time to market was one of the key complaints that we got from the development community. says improving time to market for new applications has always been the primary driver to create an internal cloud. 31 .IBM Smarter Computing Integrated • Unified virtual machine provisioning. and the combination of hardware and software as a service provides them with flexible middleware deployment scenarios. This architecture gives Citigroup the flexibility to optimize service delivery in a number of areas over the long term. The solution enables image-based standard OS deployments with predefined middleware stacks running on a bank of Intel® processor-based commodity servers.” As a result. Tivoli Usage and Accounting Manager enables usage-based chargeback to the relevant department. developers can begin work on new initiatives without delay. Plans are underway to extend cloud deployment to IBM Power Systems™ and IBM zEnterprise™ System running Linux® on System z®. patch management and usage accounting processes on a single platform • Integrated the development server request process with an existing employee self-service portal Building a global development solution—in the cloud After a number of successful proof of concept phases using the IBM Cloudburst Appliance.

a vice president at Citigroup. real-time visibility and enforcement for software patches by installing an intelligent agent on each endpoint.000 employees can order everything from staplers to smart phones. Tivoli Endpoint Manager provides unified.” Hardware • IBM zEnterprise™ System Transforming IT for enhanced customer experiences The resulting transformation has been significant—not to mention very popular. we’re ready.” says Jason Bisson. automated process for provisioning resources in the cloud—a process that has dramatically improved systems administrator ratios. These requests set off a secure. but we’ve got people around the world knocking on the door. For example. “Tools like Tivoli Endpoint Manager automate functions that otherwise take up a considerable amount of time.” 32 . helping to reduce operational overhead. To help ensure security and continuous compliance in the cloud. Citigroup is now taking full advantage of the cloud development environment to support a major development project for the company’s retail banking experience. “The biggest operational overhead is systems administration time. and demand for the new service continues to grow. where the company’s 250. With our development cloud. Citigroup has provisioned more than 550 virtual machines in the cloud so far. “The doors have just been opened. Says Hill. “Certainly people who are provisioning virtual machines or requesting virtual machines for development are moving to this as soon as they know it’s available.IBM Smarter Computing Solution Components: Software • • • • • IBM® CloudBurst™ Appliance IBM Tivoli® Service Automation Manager Tivoli Provisioning Manager Tivoli Usage and Accounting Manager Tivoli Endpoint Manager Slashing operational overhead through automation Requests for development servers are now handled through an internal self-service portal called Citi Marketplace. It’s just a North American initiative right now.” The reason for this overwhelming popularity is simple. You want developers coding as soon as possible. “It lets our developers launch new features and enhancements more rapidly. Built on BigFix® technology. not waiting for servers. which improves our customer experience in a shorter timeframe.” explains Hill. A systems administrator who supported 50 servers in the physical environment can now support more than 600 servers in the cloud. Citigroup relies on Tivoli Endpoint Manager. when a new project comes along.

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. The University of Bari is one of southern Italy’s premier educational institutions. a consortium of public universities and information and communication technology (ICT) companies in the Puglia region of southern Italy.000 students and more than 1. flexible application development. and became interested in the possibility of creating a cloud computing infrastructure.800 teaching staff at its main campuses in Bari. instead of worrying about infrastructure-related issues. The University needed a platform to facilitate cost-effective. scalable and flexible architecture for application development and deployment. Harnessing cloud computing The University of Bari decided to host the infrastructure for this new architecture. Established in 1925. The University leveraged the IBM® System z® Solution Edition for Cloud Computing—a virtualized infrastructure that uses IBM System z. This would provide very rapid and simple provisioning and management of new development. IBM System Storage®. deployment. which automates the key processes around the request. The University is a member of DAISY-net. with 12 faculties offering degrees in a wide range of subjects. SUSE Linux® Enterprise Server for IBM System z and IBM Tivoli® Service Automation Manager to enable intelligent management of Linux virtual machines.. test and production environments.The University of Bari fosters innovation in the cloud Building a service-oriented cloud architecture on IBM System z and Linux Smart is. Bringing Cloud-based IT support into the local community The University of Bari is strongly committed to developing cloud-based solutions for communities and businesses in southern Italy. This level of flexibility would encourage students and other developers to concentrate on application innovation. Storage is provided by IBM System Storage DS6800 disk systems. As the basis for the new cloud infrastructure. This comprises an IBM System z9® Business Class server with three Integrated Facility for Linux (IFL) processors that can support hundreds of Novell SUSE Linux Enterprise Server virtual machines. DAISY-net wanted to create a highly secure. and enable each environment to scale up or down to meet demand. Brindisi and Taranto. The Linux for System z architecture is controlled by IBM Tivoli Service Automation Manager. DAISY-net aims to carry out research and development and provide technology transfer and training to support economic and industrial growth within the region. 34 . monitoring and management of standardized virtual server images. the University selected the IBM System z Solution Edition for Cloud Computing. the University has nearly 70. As part of this mission.

market and GPS data with mainframe systems at the university. shops and restaurants. GPS geo-localization allows transportation companies to make adjustments for routes and deliveries. Interconnected Intelligent Provides real-time status of transportation logistics and market demand for particular fish and wine products. It provides a touch-screen solution that fisherman can install in their boats and use to report the size and species of the fish they catch. The solution that one of the DAISY-net development teams has created for the fishing industry is particularly interesting. which both run in an IBM z/OS® partition. ● Smarter education Bringing Cloud-based IT support into the local community Instrumented Captures humidity. using service-oriented architecture (SOA) principles to enable rapid development of composite applications by orchestrating existing services and components. the solution shows which customers have bought which fish.Creating the cloud platform Business benefits ● Accelerates the sale and delivery of wine. Integrates sensor. humidity and whether cargos have been subjected to any shocks or stresses. Integrates sensor. By leveraging a Linux for System z cloud on top of these core platforms. When the fish has been purchased. Winemakers are also able to understand market demand for products. ● Bringing ICT into new industries Most of the development projects focus on exploring new ways of helping communities and small businesses in the Puglia region—especially in areas and industries where ICT has not traditionally penetrated. soil and traffic conditions through a specialized appliance via RFID devices deployed in the appropriate location. As a result. the university installed the System z platform and began providing members of DAISY-net with access to core resources such as IBM WebSphere® Process Server and IBM DB2®. and customers get the freshest possible fish. wine production and local transportation. fish and other cargo to end-customers. Virtualizes the University Laboratory for students. This information is then automatically shared with potential customers such as local markets. who can compete in a live auction while the fishing boat is still out at sea. while also being able to ensure environmental quality by monitoring soil isotopes. these developers were quickly able to create a wide range of innovative solutions. 35 . an IBM Business Partner. the fishermen obtain the best price for their catch. ● Working with teams from IBM Italy and MAUDEN. such as fishing. private sector and government regulatory agencies. temperature. so that the fisherman can package it for delivery on the way back to the harbor. while fishing companies can begin product auctions while fish are being caught. Provides real-time information from RFID sensors on variables such as temperature. market and GPS data with mainframe systems at the university. private sector and government regulatory agencies.

The latest project is the virtualization of the University of Bari’s Computer Science labs. The University is planning to adapt this solution for other uses—for example. The sensors provide real-time information on variables such as the temperature. IBM Business Partner ● MAUDEN “The IBM System z Solution Edition for Cloud Computing eliminates the trouble and expense of buying and managing new infrastructure. national and global markets. Moreover. Another solution is already being used in production by a local transport and logistics company.Solution components: Servers ● ● IBM System z® IBM System Storage® DS6800 Software ● ● ● ● ● ● IBM DB2® for z/OS® IBM Tivoli® Service Automation Manager IBM WebSphere® Process Server IBM z/OS IBM z/VM® Novell SUSE Linux® Enterprise Server A second DAISY-net application supports local vineyards by providing constant monitoring of soil conditions.” —Professor Visaggio. The use of cloud computing allows teachers to change platforms without changing the underlying infrastructure. Because the application has been developed in a service-oriented way. Data from the soil monitors is automatically transmitted to the central application. which runs centrally on the IBM System z server. so there is no problem with scalability. Sensors installed in each of the company’s trucks send data to a central monitoring application that runs in the System z cloud. Cloud Computing allows the continuous improvement of laboratory infrastructure while minimizing the costs. The monitoring equipment also provides information about the grapes’ origin for an academic research project. and very quickly scale up as the technology is adopted more widely. the cloud can simply allocate more resources. which allows students to use educational platforms as services. This allows the company to ensure that even the most sensitive cargo can be delivered quickly and in excellent condition. students can access their platform even when they are not in the lab. 36 . making the development of small-scale solutions much more viable. Moreover. More solutions like this are planned. it will be relatively easy to reuse its components in other solutions. as demand for a solution increases. Isotopic soil monitoring enables wines to be categorized by isotopic characteristics. full professor of Software Engineering at the University of Bari Making small-scale solutions viable The biggest advantage of developing these applications on the System z cloud platform is that it is easy to start small. Therefore. It can also monitor the route taken by the truck. environmental monitoring within data centers. humidity and whether the cargo has been subjected to any shocks or stresses. so it is possible to use different platforms in the same laboratory. The use of such a real-time flexible environment helps make industries in the Puglia region of southern Italy more competitive in local. which determine grape color and taste. which helps to improve the quality of the product. Students of each course use whatever platform is specified by their teacher. with trial implementations for just a few users.

the cloud can simply allocate more resources.” For more information To learn more about the IBM System z Solution Edition for Cloud Computing.com.” explains Professor Visaggio. “The IBM System z Solution Edition for Cloud Computing eliminates the trouble and expense of buying and managing new infrastructure. making the development of small-scale solutions much more viable. or visit the following website: ibm. New York 10589 U.com/systems/z/solutions/editions/cloud/ © Copyright IBM Corporation 2011 IBM Systems and Technology Group Route 100 Somers. ibm. flexible platform that helps our brightest students and ICT professionals collaborate and express their most innovative ideas. product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. the IBM logo.A. Tivoli. so there is no problem with scalability. the idea of creating a solution for a small group of fishermen or a local transport company would probably never get off the ground because the initial infrastructure costs would be too high. Moreover. Other company. and will continue to provide an agile. full professor of Software Engineering at the University of Bari. other countries. as demand for a solution increases. Linux is a registered trademark of Linus Torvalds in the United States. System Storage and System z are trademarks of International Business Machines Corporation in the United States. please contact your IBM marketing representative or IBM Business Partner.” “Working with IBM and MAUDEN to create this new cloud infrastructure has already made a huge difference to businesses and communities in southern Italy.“In a traditional ICT model. Please Recycle ZSC03093-USEN-00 37 . Produced in the United States of America January 2011 All Rights Reserved IBM . or both.S. other countries or both.

reliable and efficient for our business. virtual resources can be flexed up and down as business requirements change. enabling the dynamic creation of secure virtual infrastructures for local businesses.” says Nguyen Minh Tan. An estimated 80 percent of businesses in Vietnam employ 500 people or fewer. ”We chose IBM as our trusted partner for delivering commercial cloud services. and the Bank for Investment and Development of Vietnam. Vietnam Technology and Telecommunication (VNTT) provides technology services to industrial parks in the Binh Duong province in the south east of Vietnam. VNTT aims to make enterprise-class IT facilities available to the small. taking advantage of our economy of scale to deliver highly cost-effective enterprise-class IT services to small. Vietnam Technology and Telecommunication. “Our vision was to create a platform to foster innovation and growth in the Vietnamese economy.and mid-sized companies..and mid-sized businesses that dominate the Vietnamese economy.” The benefit Shared infrastructure leverages economies of scale to deliver high-quality IT services at low cost. built on IBM Service Delivery Manager cloud solution and featuring IBM System x® and BladeCenter® servers. CEO. and many of these companies lack the financial capital to invest in state-of-the-art IT infrastructure and software solutions. The solution Launched the VNTT Cloud Center. cloud removes need to understand the underlying infrastructure. allowing businesses to focus on innovation.IBM Systems and Technology Case Study Computer services VNTT creates climate of business innovation with IBM cloud solution Overview The need VNTT wanted to create a shared central infrastructure to deliver flexible infrastructure and software services to small.and mid-sized companies.. enabling them to access the latest business applications for a low monthly fee.and mid-sized businesses. companies at the smaller end of the scale are unlikely even to have skilled IT personnel. Established in 2008 with capital funding from Vietnam Post & Telecommunication Corp. based on its comprehensive portfolio and proven track record in other client engagements. We knew that IBM had the expertise and the local support to help us leverage cloud in a way that is safe. This area is one of the most attractive for foreign investment. VNTT set out to create a shared central infrastructure that could deliver flexible services to small. on a pay-as-you-use pricing model. Becamex IDC Corp. 38 . several high-profile Western companies have set up factories and plants here. Indeed.

and flexible pricing options bring enterprise-class computing within the financial reach of even the smallest companies. ”Our initial offering covered infrastructure-as-a-service.” says Nguyen Minh Tan. “Rather than investing significant amounts of capital in an inflexible infrastructure of their own. an integrated suite of IBM software keeps the cloud running smoothly and reliably: IBM Tivoli Monitoring provides system health checks. providing co-location services and the rental of physical and virtual servers. The cloud architecture enables companies to have a private. collaboration and more—and the entire environment is supported by the IBM Cloud Labs in Vietnam. “The IBM cloud technologies enable us to rapidly provision new services for businesses. Vietnam Technology and Telecommunication VNTT built its new Cloud Center on IBM Service Delivery Manager solution.and mid-sized businesses can tap into the 2 39 . deploying IBM System x and IBM BladeCenter servers. IBM WebSphere® Portal Express for company intranets and IBM Lotus Foundations to provide an all-in-one business platform.IBM Systems and Technology Case Study Computer services Dynamic shared services “We chose IBM as our trusted partner for delivering commercial cloud services. IBM System Storage® disk and tape solutions. CEO. using Lotus Notes and Domino for email. based on its comprehensive portfolio and proven track record in other client engagements. The Cloud Center also provides software-as-a-service (SaaS). and IBM Tivoli Provisioning Manager enables the rapid creation and deployment of new virtual environments. IBM Tivoli Storage Manager enables automated backup and recovery of data. and Lotus® solutions. The VNTT Cloud Center enables companies in the Binh Duong industrial parks to access anything from an individual hosted virtual server right through to a full virtual data center. Behind the scenes. email systems.” Both business users and IT administrators use a self-service portal to access the VNTT cloud resources. giving them enormous flexibility and enabling dynamic response to changing economic conditions. small.” —Nguyen Minh Tan.“ says Nguyen Minh Tan. enabling companies to run corporate portals. “We later expanded to offer a full range of cloudbased SaaS solutions. and a variety of IBM Tivoli®. secure set of resources that can dynamically expand and contract as their business needs change—so that they always have the right-sized infrastructure for their requirements.

As their businesses grow.IBM Systems and Technology Case Study Computer services Solution components: Software ● ● ● ● ● cloud. allowing businesses to focus on innovation rather than worrying about IT service provision. and at a price that makes business sense. including: ● Servers ● ● ● IBM System x® IBM BladeCenter® IBM System Storage® ● ● ● ● ● A self-service portal interface for reservation of computer. and networking resources.” concludes Nguyen Minh Tan. and ensures that even businesses with zero IT expertise can benefit from enterprise-class infrastructure. The cloud paradigm also removes the need to know about the underlying infrastructure. “The IBM cloud is a true platform for business innovation in Vietnam. What’s more. Cloud computing is a services acquisition and delivery model for IT resources. storage.” IBM Service Delivery Manager IBM Lotus® Domino® IBM Lotus Foundations® IBM WebSphere® Portal Express IBM Tivoli® Storage Manager Packaged cloud from IBM IBM Service Delivery Manager is a single solution that provides all of the necessary software components to implement cloud computing. we can easily add new resources to the cloud and dynamically expand their virtual environments. enabling businesses to launch new services in hours rather than months. our close collaboration with IBM ensures that we have all the skills we need in-house to support our customers as they look to exploit powerful new software solutions. such as VMware virtual images and LPARs Service management for cloud computing Real time monitoring for elasticity Backup and recovery Supporting business innovation The introduction of the IBM cloud at VNTT has dramatically accelerated the creation of new virtual infrastructures and SaaS solutions. getting precisely the resources they need for the time they need them. IBM Service Delivery Manager provides preinstalled capabilities essential to a cloud model. including virtualized resources Automated provisioning and de-provisioning of resources Prepackaged automation templates and workflows for most common resource types. The low start-up costs and flexible pricing lower the barriers to market-entry for new start-ups.” 3 40 . “It enables us to be extremely flexible in providing IT services. which can help improve business performance and control the costs of delivering IT resources to an organization. without restricting their flexibility to expand as their businesses grow.

Such trademarks may also be registered or common law trademarks in other countries.com/systems/x Additionally. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm. The information in this document is provided “as-is” without any warranty. these symbols indicate U. either expressed or implied.com/software/tivoli/solutions/service-delivery/ To learn more about IBM System x and BladeCenter. or visit the following website: ibm.shtml Other company. System x. other countries or both.For more information To learn more about the IBM Service Delivery Manager solution.com. extension or withdrawal without notice. more energy-efficient solutions. Also. financing solutions from IBM Global Financing can enable effective cash management.com/financing © Copyright IBM Corporation 2011 IBM Systems and Technology Group Route 100 Somers. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.A. our Global Asset Recovery Services help address environmental concerns with new. registered or common law trademarks owned by IBM at the time this information was published. Produced in the United States of America January 2011 All Rights Reserved IBM. All client examples cited represent how some clients have used IBM products and the results they may have achieved. For more information on IBM Global Financing. BladeCenter. ibm. Lotus.S. Please Recycle DIC03006-USEN-00 41 . System Storage.com/legal/copytrade. visit: ibm. Tivoli and WebSphere are trademarks of International Business Machines Corporation in the United States. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™).S. visit the following website: ibm. improved total cost of ownership and return on investment. protection from technology obsolescence. please contact your IBM marketing representative or IBM Business Partner. the IBM logo. Offerings are subject to change. product and service names may be trademarks or service marks of others. New York 10589 U.

businesses can significantly reduce the cost. “We decided from the outset to work with a few select providers and our first choice. complexity and risk associated with running their infrastructures. decreased administrative workload by 70 percent. “Many large enterprises have the financial and personnel resources to invest in cloud computing initiatives. it’s a business model that SMBs find particularly attractive. The solution By implementing IBM SmartCloud™ Provisioning software. the company needed to find the right balance between ensuring its platform was standardized enough to enable easy scalability. cost-efficient cloud services As businesses demand more from their IT departments in terms of availability. venture capitalists require that companies use a monthly recurring IT service instead of using capital for their IT infrastructures. The benefit Supported sixfold increase in revenue while operational costs remained flat. Dutch Cloud simplified and standardized its cloud infrastructure and improved efficiencies through dynamic provisioning and self-service capabilities. for many startups. security.” Based in the Netherlands. And because financing is one of the biggest challenges limiting the success of small and medium businesses (SMBs) today. CEO of Dutch Cloud BV.IBM Software Tivoli Computer Services Dutch Cloud BV Delivers highly available. In building its offering. reduced time to provision 200 virtual machines by over 90 percent. By engaging an IaaS provider. and offering the specific technical features best suited to different types of workloads. efficiency and flexibility.” says Martijn Van Zoeren. And. an IBM Premier Business Partner. was to use IBM systems. more companies are turning to infrastructure as a service (IaaS) providers. Dutch Cloud offers SMBs a range of cloud-based services from fully managed IaaS to disaster recovery solutions. Overview The need Margins are tight in the highly competitive infrastructure as a service (IaaS) sector.” says Van Zoeren. based on our experience over the last 20 years. companies don’t have the same means. 42 . so the pressure is always on to drive costs down and service levels up. “But in the mid-market area.

helping to ensure that each customer environment runs securely and in isolation.” says Van Zoeren. Dutch Cloud can offer clients two tiers of storage. “Many IaaS providers run their client environments on the same servers. VLAN separation makes multitenant isolation at the network and presentation layer possible.” The fully virtualized infrastructure is based on IBM System x® 3650 class servers connected to multiple IBM Storwize® V7000 disk systems. This approach makes multitenant isolation at the network and presentation layer possible. so being able to support both KVM and VMware hypervisors with IBM SmartCloud™ Provisioning software enables us to offer choice to our customers. Driving Innovation Dutch Cloud can support a reseller model and brand its service delivery portal for specific customers thanks to segregation of resources. Working with IBM. Managed with Cloud Technologies Leveraging IBM SmartCloud Provisioning software enabled Dutch Cloud to move from a static model to highly dynamic service delivery. as the company was committed to delivering true ‘private clouds’ to its customers. more expensive SSD storage and the lower-cost SAS option depending on their specific requirements.IBM Software Tivoli Computer Services Designed for Data Dutch Cloud can accurately capture and analyze highly changeable customer requirements on an ongoing basis to better align services to client needs. Facilitating new channels to market in this way helps the company expand into new market segments. low-touch provisioning In an industry governed by tight profit margins and fierce competition. “KVM is close to both the kernel and the hardware so we can optimize performance and work with cutting-edge hardware. helping to ensure that each client environment runs securely and in isolation. “We separate client environments at the network layer. The IBM storage array increases flexibility through both solid-state drives (SSDs) and serial-attached SCSI (SAS) drives.” By selecting IBM Storwize V7000 technology. It’s an important capability that helps Dutch Cloud differentiate itself in the marketplace. Dutch Cloud designed an environment that separates customers on the network level versus the service layer—known as virtual local area network (VLAN) separation. “Open standards are also very important to us. the built-in IBM Easy Tier® software automatically migrates the most frequently accessed data to the fastest disks to constantly optimize the price-performance ratio. Where clients opt for a combination of both. Dutch Cloud is able to enjoy the benefits of standardization along with provisioning capacity that suits each client’s workloads. Kernel-based virtual machine (KVM) and VMware virtualization technology are used to enable clients to run multiple virtual machines on Linux or Windows images. which provides better security and enables us to deliver any type of architecture within our service layer. enabling clients to choose between the higher-performing.” says Van Zoeren. When it launched its cloud services in 2 43 . High-quality. Dutch Cloud has to continually find ways to enhance service levels for clients while keeping costs low. and a good hacker can go from one client environment to another. Tuned to the Task Combining a range of different IBM architectures that work together seamlessly as a fully integrated platform. This was a priority for Dutch Cloud.

the staff couldn’t keep up with this approach. KVM and Microsoft software coming out. What IBM did with SmartCloud Provisioning is separate the grid layer ●● IBM SmartCloud™ Provisioning IBM Easy Tier® Red Hat Enterprise Linux (including KVM hypervisor) Microsoft Windows Hardware ●● ●● ●● IBM Power® 740 IBM System x® 3650 IBM Storwize® V7000 “Our monthly recurring revenue has tripled twice in the last year but our operational costs have remained flat. marketing and pricing strategies when reselling Dutch Cloud’s infrastructure services. and all the new storage versions.” says Van Zoeren. is that IBM separates the provisioning layer from the underneath infrastructure so that migrating client infrastructures is transparent. but we couldn’t maintain it as we grew.” An important differentiator. as the company grew. “We participated in the beta and became the first commercial implementation of the solution in the Netherlands. IBM was working on its SmartCloud Provisioning offering and invited Dutch Cloud to participate in the beta test. Dutch Cloud BV 3 44 . “Almost all of the provisioning tools today use capabilities within the hypervisor layer. However. which makes it difficult when migrating client environments into the cloud. according to Van Zoeren.IBM Software Tivoli Computer Services Solution components Software ●● ●● ●● 2009. “It was easy to do that when we first started. says Van Zoeren. Dutch Cloud needed a solution that would enable rapid provisioning of new cloud services with a high degree of automation. CEO. Any new solution had to also support the delivery of ‘white-label’ services.” he explains.” says Van Zoeren. We saw that our time spent on maintaining the administration layer changed enormously when we started using IBM SmartCloud Provisioning. At the time.” —Martijn Van Zoeren. which enables resellers to apply their own branding. We were spending 80 percent of our time maintaining the tool and 20 percent on supporting client requirements. “You can’t migrate one-to-one a quad-core virtual machine to a six-core machine under this approach.” Van Zoeren met with IBM representatives to discuss his requirements for cloud provisioning tools. the company used internally developed provisioning tools based on open source technologies. “IBM SmartCloud Provisioning is very easy to install and very easy to maintain. “We had to keep changing our tool to support all new versions of VMware.

For example. we can complete the migration in four hours.IBM Software Tivoli Computer Services “We decided from the outset to work with a few select providers and our first choice. This meant significant capital expenditure for zero operational benefit. it can also provision a client’s entire architecture. For one client. “Many think we’ll need 10 to 15 days. Dutch Cloud can integrate its existing IBM Power® 740 servers running IBM AIX® into the environment to offer clients either physical or virtual machines depending on their needs.” —Martijn Van Zoeren from the underneath infrastructure so that we don’t have to depend on the underneath hardware or hypervisor layer. Dutch Cloud used a cold-standby disaster recovery (DR) strategy. clients have exceptional control over the resources assigned to them.” says Van Zoeren. 4 45 . We’ve also found KVM much easier to install and manage. “KVM also saves us a lot of money. Today. “Our clients are often surprised in terms of the time we need to migrate them to our environment.” Additionally. In most situations. in just a few hours. and are able to adjust these on an ongoing basis with minimal effort and zero disruption. was to use IBM systems. based on our experience over the last 20 years. And that makes it very easy for customers to migrate their virtual machines into our service layer. making a copy of an existing architecture. so IBM SmartCloud Provisioning enables us to bring in customer environments on VMware and reduce costs by moving them to KVM.” Using the web portal. because of its lower licensing costs. Customers can simply log into the web portal to request one or many virtual machines from the master images in the catalog. the fully virtualized IBM cloud automatically restarts virtual machines on one of the remaining physical servers if a server goes down for any reason. keeping a second physical server on standby for each production server.” He adds. This enables almost instantaneous recovery and allows the standby capacity to be utilized more effectively. we were able to copy an existing development environment and deliver the service in 30 minutes. Dutch Cloud can not only quickly deploy virtual or physical machines. Previously. We are using both KVM and VMware. as the standby systems were simply an “insurance policy” to mitigate the impact of losing a production server.

we can do it in five minutes now. the high degree of automation built into the IBM solution has greatly reduced Dutch Cloud’s administrative workload. or visit the following website: ibm. Our technology choices have given us the ability to thrive in this competitive market. it could take almost an hour to provision an extra 200 virtual machines for a client. helping Dutch Cloud expand its user base. visit: www. For example.dutchcloud. Now the IT team spends 80 percent of its time on client migrations and only 20 percent of its time on administration—a more than 70 percent decrease in administrative time. new services also can be deployed in minutes rather than hours. The IaaS market is going to continue to mature and we’ll see more competition in the coming years. The segregation of resources enables Dutch Cloud to securely delegate control of portions of the cloud to clients and to partners. This places Dutch Cloud in an ideal position to respond rapidly to fluctuating client needs. With IBM SmartCloud Provisioning software. please contact your IBM sales representative or IBM Business Partner. meeting the requirements of a private cloud for some of the company’s customers. The business impact has been tremendous. “With IBM SmartCloud Provisioning. “With our original tool. In this way.” says Van Zoeren.com/cloud For more information about Dutch Cloud. Our technology choices have given us the ability to thrive in this competitive market.” For more information To learn more about IBM cloud offerings. “Our monthly recurring revenue has tripled twice in the last year but our operational costs have remained flat.” —Martijn Van Zoeren The ability to brand the portal or user interface enables Dutch Cloud to tailor services to individual clients. Measurable ROI Since deploying IBM SmartCloud Provisioning software.” says Van Zoeren.IBM Software Tivoli Computer Services White-label services expand market reach “The IaaS market is going to continue to mature and we’ll see more competition in the coming years. enabling the company to expand its market share and to break into new industry sectors that it might not otherwise have been able to reach. the company can package services for use by clients with varying degrees of technical expertise.com 5 46 . However. which helps both with sales and client retention. Dutch Cloud has seen its client base expand significantly. This also facilitates a new reseller model in which Dutch Cloud provides white-label cloud services to other IT service providers. the solution has opened up new routes to market for Dutch Cloud.

Please Recycle TIC14223-USEN-01 47 .

Technology in the arena IBM Scoring System The primary function of the IBM Scoring System is to collect data from all courts using radars and scorers.com mobile site is still available to smartphones. From scores to schedules to player statistics and serve speeds. serve speeds and TV graphics. and then to store this data on a server.com. More than 50 overlays integrating data from the scoring database are available and displayed on the screens.rolandgarros. television. iPad and iPhone owners will benefit from live scores. both in the arena and around the world. to calculate all relevant statistics and distribute them to all types of media – Internet. available in English and French. More data for enhanced analysis IBM solutions help to capture. One of IBM and the FFT’s prime objectives is to make the tournament accessible to the greatest number of users possible and to draw fans into the heart of the action while reinforcing their environmental commitment Overview The challenge facing the Fédération Française de Tennis (FFT) To couple innovation and performance with green commitment to increase the tournament’s global visibility while reducing its environmental footprint in a secure environment. and the fans to enjoy an immersive experience of the French Open. the channels by which fans can access information are enriched. processing and transmission: statistics. This year. reflects the partnership’s growing success. 48 . scores. analyze and distribute data on every aspect of the French Open.IBM Systems and Technology Group Smarter Computing Media and Entertainment Roland-Garros 2011: 26 years of partnership Smarter computing from IBM helps turn the simple action of hitting a ball over a net into an event that captivates millions of people worldwide For 26 years now. In 2011. Naturally. a vast sea of data is captured and collated in real time for officials. The official website. videos and statistics thanks to a Roland Garros-dedicated application (jointly developed by IBM and Orange). Every year. and the official site has been fine-tuned to be compatible with the iPad format. www. the m. the Fédération Française de Tennis and IBM have been working hand in hand to make Roland-Garros one of the world’s most exciting sports events. As the Official Information Technology and Internet Partner for Roland-GarrosOpen – and for all the other Grand Slam championships – IBM is committed to efficient and innovative data collecting. All this information enables the players and trainers to measure their impressions against reality in order to improve their performance. media and fans.rolandgarros. television viewers will also be able to discover the new possibilities offered by connected TVs based on the new HbbTV standard through an interactive application. mobile. IBM produces graphics for 175 TV channels worldwide by consolidating the statistics in real time for each of the broadcast matches.

One of the most visible solutions.rolandgarros. Leveraging Cloud Computing by means of a comprehensive. 49 . This application was designed using the agile development platform WebSphere sMash in a Cloud environment. direction and other useful data for statistics. this system includes custom-built radars and dedicated software for collecting serve speed. the IBM courtside radar gun captures the speed of a serve. statistics. Viewers can also personalize the data they receive and access additional information on the images being broadcast. Emergence of connected TV New in 2011. New distribution modes: iPhone and iPad dedicated applications. the development of connected TV is accelerating with the introduction of the recent HbbTV standard.IBM Systems and Technology Group Smarter Computing Media and Entertainment Speed serve system The solution • • • • • Collecting. further enhanced in 2010 following migration to a new Green Data Center New service on official website www. which reduced and facilitated development work considerably. immediately transmitting it to the IBM scoring database and displaying the information courtside. TV graphics etc. For the first time ever. operated with a remote control that allows users to know more about the players. a site for mobile phones. dynamic and smart infrastructure solution.. catch up on the latest tournament news and view the statistics while watching the matches. dedicated to risk prevention as well as network and web server security management. ball speed. processing and dispatching massive volumes of data about matches. an interactive application to leverage the new web-connected TVs and links to Facebook and Twitter Preventing attacks and intrusions with the IBM Internet Security Systems (ISS) platform. in an efficient and innovative way to meet the players and fans’ expectations. IBM is offering an interactive application.com: the IBM PointStream application to track and analyze matches in real time. Consisting of two electronic displays. scores.

more immersive and more personalized user experience. Featured Matches This interface. draws and player information are available to everyone. the IBM PointStream application allows users to track matches in real time on vivid graphics and to view the statistics calculated throughout the game.com). By clicking on a spot. Real-time security management. • • In conjunction with the FFT. IBM Point Stream New in 2011. the iPhone application (both jointly developed by IBM and Orange) and the mobile site (m. com allows fans to listen to live radio. IBM PointStream has become an essential. media-rich online experience of rolandgarros. schedules. and over time. you get all the details to better understand the match highlights. rolandgarros. IBM designs. With a more engaging. this type of partnership has been extended to all four Grand Slam tournaments. review highlights of the day’s play. generating smarter and greener technology year after year.3 million Internet users in 2010 for more than 333 million page views (an increase of 47 percent compared to 2008) and a shift to support new media. The interactive. gives real-time access to what is happening. develops and hosts the state-of-the-art French Open website. Smarter. reduced costs of security through a centralized approach. throughout the 15-day French Open.rolandgarros. offering users new insights. with virtualization helping to minimize energy consumption and maximize server consolidation in the Green Data Center. enhanced in 2011.IBM Systems and Technology Group Smarter Computing Media and Entertainment Taking it beyond the arena Business Benefits • rolandgarros.com A sustainable approach thanks to optimized systems based on IBM hardware. An infrastructure designed to support. real-time scores. even if they are not able to attend. automatic detection of threats. allowing them to follow their favorite players using an interactive draw and to track individual matches in as they progress. which drew over 9.3 million unique users. videos. More than ever. 50 . This cycle of events triggers a constant stream of innovation. fans want to be a part of the tournament. Mobile Fans can stay up to date with Roland-Garros wherever they are using their mobile phones. what has happened and what is about to happen. • IBM SlamTracker SlamTracker provides users with an increased level of personalization and interactivity.com is attracting a huge number of online fans through integration with social networking applications like Facebook and Twitter and by offering them a chance to comment on articles and photos. more energy-efficient technology IBM has been the official technology partner for the French Open for 26 years. Thanks to the new dedicated iPad application. It is not surprising that this site was a resounding success last year. with over 9. A constantly enriched website. smartphones or digital tablets. extremely powerful data analysis tool that tennis fans can use during and after the match to enable unique insights. read blogs and follow the scores from every court as the action happens. traffic 100 times heavier than the yearround figure.

Now. With IBM Internet Security Systems. Year after year. the IBM Enterprise Cloud for Roland-Garros Development &Testing solution allows: • reduced operation costs • system allocation or deallocation according to evolving needs • improved resiliency. enables the FFT to access the services according to tournament needs. smartphones. Cloud based services are utilized to allocate the appropriate capacity to support the tournament. Combined with centralized monitoring of the entire infrastructure. energy demand has been reduced by up to 40 percent and cooling demand by up to 48 percent. This flexible technology allows the rapid creation and dynamic allocation of the resources required for the tournament while offering transparent and real-time access to a multitude of media (Internet. anomalies and infringements of security rules • immediate assessment of attack impact • vulnerability management and protection • the reinforcement of protective barriers in addition to the firewalls and other existing technologies. enabling: • real-time preventive analysis of vulnerabilities before the infrastructure is compromised by potential system attacks • automatic detection of all threats. The platform. mobile. 51 . In addition. throughout the development and preparation phase of the new site. the Roland-Garros website benefits from an integrated. Managing risk proactively The IBM Internet Security Systems Solution has been deployed in the three centers that make up the site’s infrastructure. opens up completely new horizons by providing the ideal platform for each of the workloads generated by the website. based on IBM System x and IBM POWER7 processor-based servers. 60 servers were required to cope with the 100-fold increase in traffic that the site experiences during the Open. in secured. proactive approach to security. tablets and television). Through virtualization. IBM provides new services and handles increased traffic while reducing cost.IBM Systems and Technology Group Smarter Computing Media and Entertainment Harnessing Cloud Computing Solution Components Software • • IBM® Tivoli® Monitoring IBM Director Active Energy Manager IBM System x® IBM POWER7® based servers Servers • • The official French Open website is supported by multiple geographically-dispersed server farms. private Cloud Computing mode and shared with the other Grand Slam events. this solution offers additional benefits: cost control. Moreover. In 2006. floorspace requirements and energy consumption. IBM has implemented IBM Tivoli® Monitoring and IBM Direct Active Energy Manager in monitoring mode and is adjusting CPU clock speed during non-busy times to further reduce energy demands. This technology. compliance with regulations. virtualized as one. which boosts performance while reducing energy usage.

Thanks to this technology. FFT & Roland Garros General Manager.com/smartercomputing 52 .” He explains that Cloud Computing architecture “marks the culmination of the FFT’s efforts seeking primarily to achieve simplification. IBM has helped turn this international tournament into an event resolutely committed to innovation. greater flexibility.” By supporting the French Open’s growing reach since 1985. by 38 percent in this green. energy-efficient solution for managing and hosting its data and strategic infrastructure.” — Gilbert Ysern. greater flexibility. “IT systems are becoming increasingly light and precise. IBM offers the highest possible level of security. secure and transform your IT.com/rolandgarros To learn more about smarter computing from IBM and how we can help you integrate. Floor space has been reduced by 54 percent and energy demand. availability and automation while minimizing the carbon footprint. or visit: ibm. resolutely committed to innovation According to Gilbert Ysern.IBM Systems and Technology Group Smarter Computing Media and Entertainment Tomorrow’s “Green” Data Center “(The Cloud Computing architecture) marks the culmination of the FFT’s efforts seeking primarily to achieve simplification. As a result. contact your IBM sales representative or IBM Business Partner. innovative data center! The Maximo heat map implemented in the data center allows instant detection and fast adjustment of energy waste. Roland Garros benefits from a more eco-friendly. reinforced security and reduced production costs through smarter computing. For more information To learn more about any of the solutions in this case study. please visit: ibm. Roland-Garros. FFT & Roland Garros General Manager IBM now provides the four Grand Slam tournaments with one of the world’s most sophisticated data centers in the world. automate. reinforced security and reduced production costs through smarter computing. to the great satisfaction of fans and tennis players all around the world.

In some cases. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Photographs may show design models.com. program or service may be used. the hardware product may not be new and may have been previously installed. System x and POWER7 are trademarks of International Business Machines Corporation.com/legal/copytrade. A current list of other IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm. avenue de l’Europe 92275 Bois-Colombes cedex . Tivoli. Any reference to an IBM product.shtml.France Produced in France May 2011 All Rights Reserved IBM. program or service is not intended to imply that only IBM’s product. References in this publication to IBM products. Please Recycle XSC03095-FREN-00 53 . programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. or new and used parts.© Copyright IBM Corporation 2011 Compagnie IBM France 17. program or service may be used instead. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. IBM warranty terms apply. registered in many jurisdictions worldwide. the IBM logo. Any functionally equivalent product. IBM hardware products are manufactured from new parts. ibm. This publication is for general guidance only. Regardless.

control and automation needed to make sense of real-time information and deliver high-quality. Creating a proactive service delivery model that allows IT staff to identify recurring problems and institute proactive measures to prevent serviceaffecting problems. water bills and other city services. Aging populations. These include its: ● ● ● ● ● ● Citizen information hotline that provides citizens with fast and easy access to government information and non-emergency services. Budget cuts. Security issues. Online public screening tool that city residents can use to determine eligibility for health and human service benefit programs. By moving to an Integrated Service Management model for its data center.. 54 . For one large US city. trial preparation and case follow up to improve public safety. uninterrupted services despite tight budgets and headcount constraints. collaborate and serve citizens. Economic slowdowns. As cities around the world grapple with these problems. But as any organization in any industry knows. which provides a community space and tools for the city’s nearly 300. outages and performance issues with city-wide applications and infrastructure services were increasing costs and negatively affecting citizen interactions with city agencies. IT glitches can negatively affect customer satisfaction and dramatically increase the time and cost associated with service delivery. City commissioners and IT staff were specifically concerned with service levels for 29 critical city services that are used by millions of citizens. Data-sharing service that enables agencies to share case information for criminal justice investigations. Intranet. control and automation of essential city services is becoming indispensable in its ability to address these challenges. a focus on Integrated Service Management that provides end-to-end visibility. property taxes. Geographic information system that supports emergency response and planning operations.A large US city Delivering uninterrupted services to citizens Smart is. the city is gaining the end-toend visibility.000 employees to share information and work efficiently.. Online payment systems for parking tickets. For one large US city. they’re finding that the key to their success is in using information technology (IT) to transform how they work.

This caused extended performance degradation and outages. “It meant more calls. 100.000 network devices.000 network devices.” adds Mohan Kompella.” says the city’s Network Monitoring Team manager. Given the complexity of this infrastructure.757 calls per month Underpinning these services is an incredibly heterogeneous infrastructure spanning hundreds of agencies and operational teams and comprising more than 400 servers. it was difficult for support staff to correlate infrastructure issues. Large US City Smarter Cities: Predicting service problems Instrumented Real-time server. ● ● ● “Tivoli Business Service Manager helps us cut down on the low-level noise and make sense of real-time and historical alerts and events that are streaming in every minute of every day.” —Manager. agencies or locations have the same challenge in determining how hundreds of thousands of elements relate to the macro services offered to internal and external users. It also increased the cost associated with answering calls from employees and citizens. 100. but we didn’t have the end-to-end visibility for service modeling and tracking SLA performance. Data from 400 servers. higher MTTR [mean time to repair].000 telecom circuits. Ability to identify trends based on the number and severity of problems for each asset class helps IT staff predict and prevent serviceimpacting problems. 500 database instances and 60. Interconnected Intelligent 55 .Business benefits ● 50 percent reduction in mean time to repair (MTTR) 60 . director of channels and technical sales for Softential. 500 database instances and 60. “We were monitoring the bits and pieces of our core services. Network Monitoring Team. an IBM Business Partner that is working with the city to implement Integrated Service Management for its data center.” “Any large organization with distributed operations spanning multiple groups. find the root cause of a problem. and identify what services were affected. and extended outage durations.90 percent improvement in availability of critical services under management Prevented major outages lasting several hours on the city’s citizen information hotline and Intranet services Enabled the city’s citizen information hotline center to service an additional 7. network and application information along with configuration and asset information are automatically collected and fed into service models.000 telecom circuits is displayed on dashboards showing the health of services.

Tivoli Composite Application Manager monitors performance across the application stack. Staff can also track key performance indicators (KPIs). such as mean time to repair and the number and severity of service impacting problems for each asset class. This will provide a new level of intelligence to enable IT to identify recurring problems and institute proactive measures so as to avoid service-affecting problems in the first place. IBM Tivoli Network Manager monitors network performance across more than 100. the city is creating service dashboards that provide real-time visibility into the health of critical services and their constituent components. Tivoli Business Service Manger aggregates and correlates service status from Tivoli software and third party performance monitors in real time. In phase two of the project. To provide this level of visibility. IBM Business Partner ● Softential 56 . which is based on IBM® Tivoli® Business Service Manager. dashboard views will be expanded to track SLA (service level agreement) violations and deliver agency-specific information.000 network devices.New insight into quality of service Solution components: Software ● ● ● ● ● IBM® Tivoli® Business Service Manager IBM Tivoli Composite Application Manager for Applications IBM Tivoli Monitoring IBM Tivoli Netcool®/OMNIbus IBM Tivoli Netcool/Impact Working with Softential. Staff can drill down on any problem to quickly pinpoint its root cause and proactively identify and resolve performance degradations before they result in outages. for the first time. IBM Netcool®/Impact extracts configuration and asset information from the city’s change management database from BMC Remedy to populate the service models. provides IT and city executives with. For example. a view of how each service is operating. IBM Netcool/OMNIbus collects and consolidates alarms from all devices and element managers. The solution. The software also pulls data from service tickets along with details on the number of tickets for each component.

Softential The inside story: Getting there A foundation…The city’s journey to an Integrated Service Management model began in 2006 when Softential worked with IT staff to streamline systems and availability monitoring using IBM Tivoli software. network and application alerts laid the foundation. This helped sell it to the different stakeholders across city agencies.” 57 . cities and other organizations with large. we could then begin discussions about moving into a service model. “The other vendor was really focused on the data that its software was already collecting. But Tivoli Business Service Manager could pull from other data sources to give a complete picture and enabled us to customize KPIs with data in external repositories. “The ability of Tivoli Business Service Manager to tap into back-end Oracle and SQL databases was quite useful. dynamic environments don’t have to constantly expand headcount as they expand their services.“With Tivoli Business Service Manager. application and network team used point monitoring tools. Director.” says Kompella.” says Kompella. Previously.” Building a case…The city began discussions with several vendors in early 2009 regarding the creation of service dashboards based on IT Infrastructure Library® (ITIL®) best practices. “Once that real-time data was being aggregated.” A flexible approach…The city selected IBM over another IT solution provider for its ability to consolidate information across its heterogeneous environment. “The executive managers in the city’s IT department were looking long term at the service management model but the sentiment wasn’t widespread. each server. Channels and Technical Sales.” —Mohan Kompella. “The work we conducted with the city using Tivoli software to consolidate systems. “By building the foundation with IBM Netcool software and consolidated operations management.” says Kompella. we started socializing the importance of end-to-end service modeling.

” says the city’s Network Monitoring Team manager. previously. 58 . (The citizen information hotline receives nearly 1. the city hasn’t had any significant outages to these highly visible services. Availability for key services currently under management has improved 60 .000 employees daily. In fact.5 million calls a month and the Intranet is used by about 300. before it would typically take 2 . the city’s citizen hotline and Intranet services experienced major outages lasting up to four hours about once every three months.3 hours to investigate and manage incidents. Now it takes only an hour—a more than 50 percent reduction in MTTR. “Tivoli Business Service Manager helps us cut down on the low-level noise and make sense of real-time and historical alerts and events that are streaming in every minute of every day.90 percent. “With Tivoli Business Service Manager.Benefits of Integrated Service Management What difference has this new approach made? Already. These improvements are helping the city deliver high quality services despite tight budgets and headcount constraints. IT managers are seeing significant improvements in key performance indicators. For example. cities and other organizations with large. such as mean time to repair (MTTR) and service availability. Since the implementation of Tivoli Business Service Manager. by saving about four hours a month to repair problems associated with its citizen hotline service. dynamic environments don’t have to constantly expand headcount as they expand their services.) Additionally.757 calls.” says Kompella. the city estimates that it can service an additional 7.

indicating U. Let’s build a smarter planet. Patent and Trademark Office.com © Copyright IBM Corporation 2010 IBM Corporation 1 New Orchard Road Armonk. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. registered or common law trademarks owned by IBM at the time this information was published. These and other IBM trademarked terms are marked on their first occurrence in this information with the appropriate symbol (® or ™). the IBM logo. smarter planet.For more information To learn more about how IBM can help you transform your business. product and service names may be trademarks or service marks of others. NY 10504 U. and a registered community trademark of the Office of Government Commerce. visit: www. Other company.S.com/legal/copytrade.shtml IT Infrastructure Library is a registered trademark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce. other countries or both. ITIL is a registered trademark.S. Such trademarks may also be registered or common law trademarks in other countries.com/tivoli For more information about Softential. Please Recycle TIC14143-USEN-00 59 . the planet icons and Tivoli are trademarks of International Business Machines Corporation in the United States. Visit us at: ibm. A current list of IBM trademarks is available on the web at ibm.com.softential. ibm.S. and is registered in the U. Produced in the United States of America September 2010 All Rights Reserved IBM. please contact your IBM sales representative or IBM Business Partner.A.

McAfee and Kaspersky Lab). Key business and support applications run on a variety of databases (IBM® DB2®. Juniper Networks.1 billion in 90 funds for 25 asset management companies (as of February 2010). IT administrators were constantly operating in a reactive mode and faced just 90 percent system availability. 60 . servers (from HP. Cisco. “We did not have end-to-end visibility of our infrastructure.6 billion shares worth US$17. Oracle Database and Microsoft® SQL Server). With numerous point management tools. The company also acts as trustee of assets over US$2. any interruptions to service delivery could have significant impact on the country’s economy. Juniper Networks. estimated 50 percent reduction in time to support new lines of business. time-consuming manual processes and no single help desk solution. The Central Depository Company of Pakistan Limited (CDC) is the only depository in Pakistan. CDC’s highly heterogeneous IT infrastructure presented significant IT management challenges. Central Depository Company of Pakistan.” says Syed Asif Shah. “Without this visibility your capacity to learn is reduced. Benefit 90 percent reduction in average time for root cause analysis. time-consuming manual processes and no single help desk. 3Com and Nortel).66 billion in 592 securities (as of February 2010). 98 percent improvement in service level agreement (SLA) levels. RSA.” Solution IBM Business Partner Gulf Business Machines helped CDC implement an Integrated Service Management solution from IBM that increases IT efficiency while improving the effectiveness of business services. chief information officer. Systems availability was at 90 percent. IT administrators were constantly operating in a reactive mode. handling the electronic settlement of transactions carried out at the country’s three stock exchanges. including IBM System x®). and security solutions (from Cisco. network devices (from Microsoft.IBM Software Tivoli Case Study CDC improves service level agreement levels by 98 percent Overview Challenge With numerous point management tools. and security reporting and monitoring for regulatory compliance was draining resources and increasing operational costs. However. Given the company’s important role in Pakistan’s financial market. CDC handles 99 percent of settlements and holds nearly 66. Blue Coat. Dell and IBM.

IBM Software Tivoli Case Study “Root cause analysis used to average 45 minutes. CDC issued a Request for Proposal (RFP) to IBM. Automation of manual processes helps optimize staff productivity and reduce operational risk. Greater visibility into the infrastructure enables CDC IT administrators to proactively address problems before users are affected. Increased control strengthens compliance with business policies and regulatory mandates while helping administrators identify security vulnerabilities. “We went through a comprehensive exercise of evaluating what could be delivered and how it would be 2 61 . Central Depository Company of Pakistan Limited Moving to Integrated Service Management CDC embarked on a strategy with IBM Pakistan and IBM Business Partner Gulf Business Machines to implement an Integrated Service Management solution from IBM that would increase IT efficiency and service quality. Chief Information Officer. Now it takes only 5 minutes.” —Syed Asif Shah. Computer Associates and HP. In making its selection.

Proactively identify out-of-compliance systems. and the business partners who were going to provide the services. Central Depository Company of Pakistan Limited Automate log aggregation and provide real-time correlation. Even if the products have good features. We concluded with IBM based on these factors. analysis and alerts of security events based on business rules. We could probably deliver the new environment in 50 percent less time than before. When. 3 62 .” —Syed Asif Shah. “We also looked at the price and quality of the products. This reduces complexity of managing compliance and provides comprehensive reporting to help staff uncover security trends to maintain compliance with ISO/IEC 27001. they won’t be able to exploit the full potential of the technology. we wouldn’t need more resources to manage it.” Software ● ● ● ● ● ● ● ● ● ● ● ● IBM Tivoli® Asset Management for IT IBM Tivoli Composite Application Manager for Applications IBM Tivoli Composite Application Manager for Transactions IBM Tivoli Monitoring IBM Tivoli Monitoring for Microsoft Applications IBM Tivoli OMNIbus and Network Manager IBM Tivoli Provisioning Manager IBM Tivoli Security Compliance Manager IBM Tivoli Security Information and Event Manager IBM Tivoli Security Operations Manager IBM Tivoli Service Request Manager® IBM Tivoli Storage Productivity Center Reducing complexity of demonstrating compliance Security operations and compliance was the first area the organization tackled. verifying Who did What. CDC used IBM Tivoli® Security Information and Event Manager. Track and report on privileged users’ activities.IBM Software Tivoli Case Study Solution components: Hardware ● ● IBM System Storage® DR550 IBM® System x® delivered. IBM Tivoli Security Compliance Manager and IBM Tivoli Security Operations Manager software to: ● ● ● ● IBM Business Partner ● Gulf Business Machines “If we wanted to add a new line of business. Where from. Chief Information Officer.” says Shah. if the business partner is not properly trained. Automate audit and compliance reporting by leveraging the compliance management modules. Security logs are stored in the IBM System Storage® DR550 information-retention solution to protect against log tampering. Where. Where to and on What. and confirming compliance of these actions against enterprise security policy during incident and event investigation. The privileged user monitoring and audit capability of Tivoli Security Information and Event Manager has helped reduce the workforce requirement in CDC’s IT information security and internal audit departments.

supporting components (e. how much is assigned and how much is available to improve capacity planning.g. This increased insight into the health of its IT infrastructure has driven a 90 percent reduction in the average time to identify the root cause of a problem. This is critical given that the stock exchanges connect with CDC via dial-up or DSL connections as part of the transaction settlement process. With this. it’s simply not possible to manually correlate the information. and web services.” Increased visibility improves Quality of Service Next. disk. IBM Tivoli Monitoring. CDC worked with Gulf Business Machines to gain greater visibility into service availability and quality using IBM Tivoli Composite Application Manager. The solution enables staff to monitor performance and availability of: ● ● ● ● IBM AIX®.” explains Shah. “When thousands of log entries come in on a second-to-second basis. Microsoft Windows® and Linux® based servers. IT staff can easily determine how much storage space is in use. Network devices and wide area network links via SNMP traps for proactive fault management and real-time root cause analysis. 4 63 . messaging and collaboration systems. It has also helped IT administrators increase systems availability from 90 percent to 99 percent. Business applications. memory and power supply).IBM Software Tivoli Case Study “We had so many devices and applications sending their logs to point applications. we can better manage security compliance and proactively identify any vulnerability. databases. Robotic transactions are initiated every seven minutes across the company’s three main applications. and IBM Tivoli Storage Productivity Center software. IBM Tivoli OMNIbus and Network Manager.. This information is compared with baseline performance data so administrators can identify any degradation in service before users are affected. With Tivoli software. Enterprise-wide storage area network components.

CDC streamlined.” says Shah. “If we wanted to add a new line of business.” Enabling business growth According to Shah. we’ve improved SLA [service level agreement] levels by 98 percent.” And as the market recovers.” Improving SLA levels by 98 percent In phase three.IBM Software Tivoli Case Study “Root cause analysis used to average 45 minutes. integrated and automated service desk and IT asset management functions based on IT Infrastructure Library® (ITIL®) best practices using IBM Tivoli Service Request Manager. the appropriate IT administrator is automatically alerted and can take care of it in a much more proactive manner. “Now with promised turnaround times being met with fewer resources. “However. “Now it takes only five minutes. IBM Tivoli Asset Management for IT and IBM Tivoli Provisioning Manager.” says Shah. we wouldn’t need more resources to manage it.” says Shah. And by integrating service desk data with IT asset management information. “For the last 18 months there was a complete hiring freeze on new resources. This has increased the efficiency of help desk operations while reducing costs. This has helped us achieve nearly 100 percent availability. And if there is a problem. Integrated Service Management from IBM will enable IT to support new business opportunities. the new level of efficiency realized in IT is helping the company weather the current economic environment. we were able to do our business with greater efficiency because of this automation and the better visibility and control we gained.” says Shah. “Before there was no guaranteed turnaround time from the help desk. the organization can review the frequency and nature of issues with IT assets to discover and resolve recurring issues across the environment.” 5 64 . “We could probably deliver the new environment in 50 percent less time than before.

S. Windows and SQL Server are trademarks of Microsoft Corporation in the United States. NY 10589 U. company or service names may be trademarks or service marks of others. or both.org For more information on Gulf Business Machines. Microsoft.For more information Contact your IBM sales representative or IBM Business Partner. ibm. registered or common law trademarks owned by IBM at the time this information was published. and a registered community trademark of the Office of Government Commerce. Such trademarks may also be registered or common law trademarks in other countries. Visit us at: ibm. these symbols indicate U.com and Tivoli are trademarks or registered trademarks of International Business Machines Corporation in the United States. or both. visit: ibm. Patent and Trademark Office. and is registered in the U. other countries.S. other countries. or both. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm. the IBM logo. Learn about opportunities near you at: www. visit: www. Please Recycle TIC14122-PKEN-00 65 .com For more information on the Central Depository Company of Pakistan Limited. flexible payment plans and loans. IT Infrastructure Library is a registered trademark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce.com/legal/copytrade.gbm4ibm.tivoli-ug. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates.com/tivoli You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. IBM.com Additionally.S.com/financing © Copyright IBM Corporation 2010 IBM Corporation Software Group Route 100 Somers. and asset buyback and disposal. other countries. visit: www. Other product. IBM Global Financing can tailor financing solutions to your specific IT needs.shtml Linux is a registered trademark of Linus Torvalds in the United States. For more information on great rates.cdcpakistan.A. Produced in the United States of America August 2010 All Rights Reserved ITIL is a registered trademark. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™).

66 . manager.” says Melanie Eisenbraun. networking.greatriverenergy. and appliance devices was stored in a Microsoft Access database and staff found it difficult to track service requests and confirm proper software licensing.” —Jade Warren.000 enterprise and IT assets spread across Minnesota. and change requests. “We chose one solution that does all.500 miles of transmission lines and has been a long time user of IBM® Maximo® Asset Management software to manage its nearly 110. Great River Energy. Overview Great River Energy Maple Grove.” “The seamless integration between the IT and the asset management functionality made IBM Tivoli software the right choice for us. or we could find one solution that does it all. Asset information on desktops. the company’s IT Support Services team sought to gain better control over its IT assets. manage and report on incidents. service requests. These members distribute electricity to more than 1. As the team evaluated available options.7 million people. IBM Tivoli® Asset Management for IT and IBM Maximo Asset Management software provide visibility into the company’s more than 110. and the IT help desk.500 megawatts of generation and 4. transmission and generation.IBM Software Tivoli Energy & Utilities Great River Energy Improving service management Great River Energy is a not-for-profit electric cooperative that generates and transmits wholesale electricity to 28 distribution cooperatives in Minnesota and Wisconsin. laptops. Great River Energy has a single window to monitor. Senior IT Support Analyst. Great River Energy The solution Using an Integrated Service Management solution based on IBM Tivoli Service Request Manager® software. it realized that to improve service response and reduce costs it needed an integrated approach that could standardize incident. internal work requests. The company has more than 2. IT Support Services. and we could spend our time integrating these systems and passing data back and forth. Minnesota www.com Solution components: • IBM® Maximo® Asset Management • IBM Tivoli® Asset Management for IT • IBM Tivoli Service Request Manager® The need In 2004.000 enterprise assets. service request and change management processes across three major organizations: operations. “We made a choice at that time: We could have one system that does asset management. and another system that does the rest.

THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY. Ticket templates allow work order fields to be pre-populated with information already entered into the service request and provide predefined activities to help support staff more quickly resolve known problems. Maximo and Tivoli are trademarks of International Business Machines Corporation in the United States. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or TM). ibm.000 tickets are created annually.” © Copyright IBM Corporation 2012 With Tivoli Service Request Manager. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm. INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY. or both.“Our transmission and generation division has used IBM Maximo extensively for 15 years to manage enterprise assets. registered or common law trademarks owned by IBM at the time this information was published. More than 13. you maintain one screen. these symbols indicate U.S. the IBM logo. EXPRESS OR IMPLIED. senior IT support analyst. please contact your IBM sales representative or IBM Business Partner. the software enables the team to continue to track progress and provide users with a single point of contact within IT. NY 10589 Produced in the United States of America January 2012 IBM. FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. when it was escalated and the status. other countries. when the incident was registered. Not all offerings are available in every country in which IBM operates. Any major incident is highlighted on the bottom of the screen so analysts can quickly view who the project owner is. but many of the devices that they have are becoming more IT in nature.com/legal/copytrade. Our former service management tool made the process very inefficient and was not conducive to good reporting. Such trademarks may also be registered or common law trademarks in other countries. the IT Support Services team can easily process. The performance data and client examples cited are presented for illustrative purposes only.shtml Microsoft and Access are trademarks of Microsoft Corporation in the United States. In cases where a request is escalated to another department. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.” IBM Corporation Software Group Route 100 Somers. train and track information. you train on one screen. other countries or both. “The seamless integration between the IT and the asset management functionality made IBM Tivoli software the right choice for us. Please Recycle The benefit • Helps IT Support Services team close nearly 40 percent of tickets (incidents and service requests) within two hours and complete 85 percent without escalation • Increases efficiency to enable team to improve service delivery while lowering costs • Enables more efficient use of existing assets and reduces unnecessary purchases through an enterprise-wide view of all assets • Enables existing team to support more work For more information To learn more about IBM Tivoli software. same workflow—and it makes it really easy to maintain. Other product. Actual performance results may vary depending on specific configurations and operating conditions. you document one screen. “Both our facilities and system operations groups utilize our same ticketing process—same application. “You create one screen. It is the user’s responsibility to evaluate and verify the operation of any other products or programs with IBM products and programs. or visit the following website: ibm.” says Warren.com/tivoli TIC1420-USEN-00 67 . This document is current as of the initial date of publication and may be changed by IBM at any time.” says Jade Warren. company or service names may be trademarks or service marks of others. track and prioritize service requests and incidents based on impact to the business.com. Great River Energy.

business units and IT systems. Bharat Petroleum Corporation Limited (BPCL) is one of the global Fortune 500 companies engaged in refining and marketing petroleum products across India to the large Indian populace. accessing the centralized enterprise application housed in a central data center. various strategic business units (SBUs) are spread across the country. Solution BPCL implemented IBM Tivoli Service Request Manager to augment its Centralized Service Desk and combine service desk and service catalog capabilities on top of a common process automation platform for a “one touch” IT experience. as a result. Today. and hence fuelling locomotives. problem resolution was becoming more time-consuming and costs to maintain quality services were escalating. homes and airplanes. As user demands and technology becomes increasingly complex.IBM Software Tivoli Case Study BPCL: Consolidating and streamlining IT services across geographies Overview Challenge As user demands and technology become increasingly complex. In such a volatile. minimizes service desk calls. The corporation offers products and services that have been designed to serve a wide range of customers with a wide range of products like LPG. enables staff to restore critical services in record timeframes. ATF. Diesel. problem resolution was becoming more timeconsuming and costs to maintain quality services were escalating. Benefit Helps staff manage incidents and problems more efficiently. its geographical spread has also been enormous. industries. growing and ever-changing IT environment. etc. Petrol. It retains the status as an organization that embraces technology early and puts it to use for business benefits. BPCL wanted to implement a solution that consolidated and standardized IT services across geographies. BPCL was looking for efficient service desk capability that delivers critical support to the entire organization by keeping key business systems and services available and reliable. 68 . Business need BPCL has experienced unprecedented growth in the past few years and. Lubricants. Kerosene..

offering a “one touch” IT experience. BPCL’s Centralized Service Desk team efficiently caters to IT issues of more than 7.000 staff across the organization with an average of 7. optimize operational costs and offer a time-bound resolution to employee problems. Key business benefits Tivoli Service Request Manager has helped BPCL manage incidents and problems more efficiently. Standardize and drive consistency and repeatability in IT service delivery with IT service catalog offerings. Help optimize productivity of service desk personnel and increase end-user satisfaction. Some of the other business benefits being extended to BPCL are covered below. to improve service. Solution: IBM Tivoli Service Request Manager BPCL implemented IBM® Tivoli® Service Request Manager® to augment the functioning of its Centralized Service Desk and combine service desk and service catalog capabilities on top of a common process automation platform to provide a seamless. restore critical services in record timeframes and minimize service desk calls. with IBM Tivoli Service Request Manager. unified solution for all aspects of service requests. Increase the availability of critical IT services. BPCL transitioned from a regional help-desk model to a Centralized Service Desk (CSD) concept.000 calls per month.IBM Software Tivoli Case Study Today. with Tivoli Service Request Manager. Align IT operations with BPCL’s line of business through service level management.000 staff across the organization with an average of 7.000 calls per month (including system-related calls). 2 69 . Assign and track SLA compliance to BPCL’s service requests. Today. the Centralized Service Desk team efficiently caters to the IT issues of more than 7. This integrated service desk software helped BPCL streamline and automate key service support processes to: ● ● ● ● ● ● Streamline IT Infrastructure Library® (ITIL®) based incident and problem management processes for more rapid service restoration.

Additional features include: ● IBM Tivoli Service Request Manager has helped BPCL manage incidents and problems more efficiently. Tivoli Service Request Manager enables the Centralized Service Desk team to set escalation thresholds to implement proactive business process automation. key performance indicators (KPIs). Options can range from simple end-user services such as password reset. the team can configure the application to automatically respond based on ticket type or event classification. helping to improve efficiency and speed time to resolution.IBM Software Tivoli Case Study A streamlined service desk Solution components: Software ● ● IBM® Tivoli Enterprise Console® IBM Tivoli® Service Request Manager® The Service Desk component of Tivoli Service Request Manager has enabled a single point of contact to automate incident and problem management at BPCL. For example. Built-in features streamline service desk functions and configure workflows and escalation across BPCL. queries and reports Remote diagnostics capability and much more A versatile service catalog The Service Catalog component of Tivoli Service Request Manager has allowed BPCL employees to select services directly from a catalog. while a searchable knowledgebase delivers fast answers to help-desk agents. the Centralized Service Desk team can quickly prioritize and respond to most business-critical events. 3 70 . to more complex services such as provisioning a server or upgrading an application environment. Through a built-in workflow and escalation engine. templates. Automated incident and problem management Tivoli Service Request Manager acts as a single point of contact to help manage service requests. restore critical services in record timeframes and minimize service desk calls. With these features. incidents and problems at BPCL. helping BPCL to lower the cost of providing services. ● ● Dashboards that provide real-time performance views Out-of-the-box content such as workflows.

BPCL has integrated Tivoli Service Request Manager call-management functionality with its email infrastructure to efficiently serve staff posted at remote locations where network bandwidth has been a challenge.IBM Software Tivoli Case Study Integration with office email infrastructure to serve remote users Today BPCL personnel can register service requests through the self-service portal. network links. BPCL. Additionally. with the help of IBM. Integration with Tivoli Enterprise Console for systemgenerated incidents Apart from the user-related services. and operating systems to move under the umbrella of IT Services Management. 4 71 . applications. Dashboards for real-time performance views Out-of-the-box real-time dashboards provide BPCL’s Centralized Service Desk team insight into multiple levels of service desk operations so that support staff. implemented the first ever seamless bidirectional integration of Tivoli Service Request Manager with IBM Tivoli Enterprise Console® for system-related incidents. updates and closure of call by providing simple and basic information in the system. helping support staff to take appropriate corrective actions before critical services are adversely affected. such as servers. Dashboards provide actionable information and can identify potential problem areas. They can also call the Centralized Service Desk 24x7 toll-free number for help. It has also enabled BPCL to automatically ‘create and close’ the incidents in Tivoli Service Request Manager based on the severity of alerts at the Tivoli Enterprise Console level and to manage service level agreements (SLAs) for uptime. This helps BPCL meet its business requirement in terms of systems availability. As a result. The email feature has been enriched with creation. managers and executives can monitor role-based key performance indicators using an intuitive. BPCL wanted IT systems. graphical display from any web client.

department. 5 72 . etc. Each classification defined in the system contains the parent hierarchy in description field.) in the Tivoli Service Request Manager database. Through this functionality. update and review incidents via a web browser. mobile number. Self-service features A key factor in reducing calls to the service desk and improving customer satisfaction is to enable users to proactively address their own issues. vendors and service delivery. Self-service functionality empowers end users to submit. This helped BPCL in generating MIS reports. the identification of each call became much easier as compared with default one with this customization. thereby helping to reduce service desk calls. With Tivoli Service Request Manager. Further with some customization leveraging the crossover domain concept. service restoration. BPCL users have easy access to 24x7 service support. This helped BPCL prioritize calls based on designation/job group and call registration using staff numbers. both through the service desk and the service catalog. BPCL could populate employeespecific information (designation. Also. BPCL today uses Tivoli Service Request Manager to manage service levels for ticket management.IBM Software Tivoli Case Study Managing service level agreements and generating customized MIS reports The ability to create and track service level agreements has helped BPCL prioritize critical business functions according to response thresholds set. Also leveraging the Tivoli Service Request Manager Active Directory integration feature. BPCL could now maintain the hierarchy of classification. staff number. job group. BPCL users have become more self-sufficient. as well as to search for solutions to common problems and browse through frequently asked questions (FAQs).

and is registered in the U.For more information Contact your IBM sales representative or IBM Business Partner. Produced in the United States of America July 2010 All Rights Reserved IBM. IBM Global Financing can tailor financing solutions to your specific IT needs.com/legal/copytrade. and asset buyback and disposal. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™). Such trademarks may also be registered or common law trademarks in other countries. ibm. ITIL is a registered trademark. Other product. There is no guarantee of comparable results.S. TIC14120-INEN-00 73 .bharatpetroleum.com Additionally. company or service names may be trademarks or service marks of others. or both.com/tivoli You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. and a registered community trademark of the Office of Government Commerce. Visit us at: ibm. visit: www. NY 10589 U. these symbols indicate U. registered or common law trademarks owned by IBM at the time this information was published.S. For more information on great rates.com/financing © Copyright IBM Corporation 2010 IBM Corporation Software Group Route 100 Somers. visit: ibm. Learn about opportunities near you at: www.A. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates.S. the IBM logo.org For more information on Bharat Petroleum Corporation Limited. Patent and Trademark Office. other countries. flexible payment plans and loans. This case study is an example of how one customer uses IBM products.shtml IT Infrastructure Library is a registered trademark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce.com and Tivoli are trademarks or registered trademarks of International Business Machines Corporation in the United States.tivoli-ug.

forgeries. The company settles over 100 million trades with a value of approximately 60 million USD on a typical day. stock issuers. CDC has approximately 350 employees in eight offices in five cities. risk of damage. and customer satisfaction was low. debt and other financial instruments from all three of Pakistan’s stock exchanges. The solution The company implemented an end-toend. fund trustees. the volume can be three times that. Privileged user monitoring and auditing were limited and reactive.5% availability vs. loss. the process for settling trades relied on a paper-based system. registrar transfer agents. The manual system was plagued with lengthy delays. Overview The need CDC’s IT organization struggled to maintain customer satisfaction due to the lack of proactive management tools for its business-critical IT services. The benefit ● ● ● Ninefold faster resolution of problems 79% decrease in time dealing with customer complaints 99. duplication and considerable investment in time and capital. 74 . leading to a sizable increase in trading volume. stock brokers. asset management companies. and is headquartered in Karachi. 98% previously Lacking application performance monitoring tools The responsibility for keeping CDC’s IT systems running smoothly falls to CDC’s IT department. such as custodian banks. but during heavy trading periods. The Central Depository Company of Pakistan (CDC) was established to modernize Pakistan’s capital markets and serve as the country’s sole central depository system (CDS) handling the electronic settlement of equity. application performance monitoring solution from IBM Tivoli that reduced the amount of time the IT team spent fighting fires and helped them refocus on creating business value. clearing companies and stock exchanges. Today CDC provides depository services to a wide range of capital markets participants. the physical settlement of certificates was no longer feasible.IBM Software Tivoli Case Study Central Depository Company resolves IT issues ninefold faster IBM Tivoli application performance monitoring solutions improve customer satisfaction Capital markets in Pakistan grew at a rapid rate during the 1990s. With increased volume. However.

They are monitored to safeguard CDC from a variety of insider threats including data leaks. CDC Keeping CDC’s systems healthy was not always an easy job for CDC IT. and the impact of not being able to fully meet the requirement is huge. databases and their end users. and critical applications such as Active Directory and Microsoft® Exchange. no automated service desk and asset management lifecycle management and no proactive way of determining end-user experience for business-critical applications. the organization struggled to maintain customer satisfaction due to the lack of sufficient proactive management tools for its business-critical services to its customers and internal users. Senior Manager of IT. computer fraud and system compromises. network and security appliances. “At best. senior manager of IT. IT Minds had very limited end-to-end visibility. storage. servers and their operating systems. Insufficient privileged user monitoring and audits (PUMA) “Though point solutions were used. CDC has been able to offer various new services to its existing and new customers. we relied on manual. This position has allowed CDC to sail through the recession that has affected global markets for the last two years.IBM Software Tivoli Case Study “With more time available to focus on revenue enhancing activities thanks to the Tivoli solution. in which CDC is the sole operator. Low customer satisfaction Beside issues with PUMA. The corporate information security policy calls for establishing controls to this effect. Not long ago. there were no centralized logs management and thus no correlation of efforts to resolve problems. and by then it was too late. Problem resolution time was running about 45 minutes on average—and customers were often frustrated. The organization specifically lacked application performance monitoring tools to maintain performance and availability for applications. These controls help establish the company’s reputation and enable the continuation of its business license to operate in this area.” —Shah Muhammad Ishaq. Customer complaints were the only means of spotting problems.” says Shah Muhammad Ishaq.” Privileged users are those members of the IT team who have access to business-critical databases. cumbersome mechanisms to record and report noncompliance of information security policy requirements. too many point management tools. Privileged user monitoring and audits (PUMA) was limited and mostly reactive. 75 .

IBM Tivoli Compliance Insight Manager software. which provides a dashboard and ISO 17799 management module used for user audit and policy compliance checks and for logging continuity reporting. IBM Tivoli Composite Application Manager – For Response Time. The IBM solution consisted of: ● ● ● ● IBM® Tivoli® Network Manager Entry Edition software.1 IBM Tivoli Security Compliance Manager V5.2.1 IBM Tivoli Compliance Insight Manager V8.3.1 and V6.1. the Securities and Exchange Commission of Pakistan. – For Web Resources.1. IBM Tivoli Security Operations Manager software. and IBM’s was judged more comprehensive.” says Ishaq. often we had to extend our business hours. which resulted in both customer dissatisfaction and damage to employee morale.1 IBM Tivoli Storage Productivity Center Standard Edition V3.2. A proactive Application Performance Monitoring (APM) solution was a key requirement for our business to operate effectively and profitably. 76 . which provides an automated mechanism to monitor the performance and availability of critical business applications. which helps identify underutilized resources and simplifies patch management through a single.1 IBM Tivoli Service Request Manager V7.1 IBM Tivoli Monitoring V6. so their focus on new business opportunities leading to enhanced revenues was limited.5 IBM Tivoli Composite Application Manager V6. “Our regulator. could have possibly assigned our license to another operator or imposed a heavy penalty on us. centralized dashboard to monitor all network devices and wide area network (WAN) for proactive fault management. “In order to compensate for this situation. which automates robotic transactions and monitors business applications in real time to help manage key performance indicators (KPI) to automatically establish baselines for each domain to compare real-time performance levels.2 IBM Tivoli Monitoring V6.0.7 IBM Tivoli Provisioning Manager V5. IBM and CA were the only companies to propose a total solution.2 Application performance monitoring A large portion of the IT team was occupied in fire-fighting situations.1 IBM Tivoli Security Operations Manager V4. which automates the aggregation of security events and analysis across IT silos in real time to vastly improve security incident handling.” Implementing proactive APM solution The IT team floated an RFP to IBM as well as two competitors—HP and CA.IBM Software Tivoli Case Study Solution components: Software ● ● ● ● ● ● ● ● ● ● ● ● IBM® Tivoli® Asset Management for IT V7.2 IBM Tivoli Network Manager Entry Edition V3.

generating auto-tickets to be picked up by first.and second-line IT support teams. – For Active Directory. – For Databases. which functions as a single help desk to support all issues and requests involving the IT infrastructure and the other Tivoli components. The Tivoli Monitoring solutions help manage the availability and performance of: – IBM AIX®. as well as other hardware and software. messaging and collaboration systems and Web services IBM Tivoli Storage Productivity Center Standard Edition software. IBM Tivoli Service Request Manager software. which provides the ability to monitor performance and availability of enterprise-wide storage area network (SAN) components from a single console to maintain and report on complete utilization statistics to aid in capacity planning. IBM Tivoli Provisioning Manager software. which is used to maintain the lifecycle of all IT assets including servers and desktops. memory and power supplies – Processor. 77 .and Linux®-based servers and related services – Components such as disks. IBM Tivoli Monitoring software solutions. – For Messaging and Collaboration. Windows®. which automates enterprise-wide software and software patch installations and supports compliance against baseline configuration and remediation. freeing administrators and IT auditors from time-consuming manual security scans. IBM Tivoli Asset Management for IT software. memory and disk utilization against defined thresholds – Databases. IBM Premier Business Partner Gulf Business Machines installed the software and implemented part of the overall solution.IBM Software Tivoli Case Study ● ● ● ● ● ● ● IBM Tivoli Security Compliance Manager software. which allows the company to proactively assess out-of-compliance system configurations and generate compliance reports on servers and desktops against predefined CDC policies.

storage.” Ishaq concludes.IBM Software Tivoli Case Study Focusing on creating business value “With the implementation of the Tivoli application performance monitoring solution we are now able to proactively manage servers. “This has helped free up IT resources to focus more on creating value to the business rather than running operations only. the IT department has been able to work with a more limited workforce while attaining even higher levels of effectiveness. “Now that time has been cut to 4. customer experience and privileged user activities for the identification and rectification of problems.” Availability now is 99. databases.” says Ishaq. reliance on CDC services has increased tremendously. CDC has been able to offer various new services to its existing and new customers. And with such a high availability record. “This position has allowed CDC to sail through the recession that has affected global markets for the last two years. CDC had to freeze hiring on vacant positions including those in its IT department.” Ninefold faster time to resolution Problems that previously were taking 45 minutes to resolve now take five minutes—a ninefold faster response. “Prior to the IBM Tivoli solution. because of the general business recession in the last two years.” says Ishaq. the IT team spent approximately 21 hours per week dealing with customer complaints. But because of the implementation of a proactive IT services management solution from IBM Tivoli and its continuous optimization.5 percent as opposed to 98 percent previously.5 hours per week—a 79 percent decrease.” 78 . network. “With more time available to focus on revenue enhancing activities thanks to the Tivoli solution. Also.

For more information Contact your IBM sales representative or IBM Business Partner. visit: ibm. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm. protection from technology obsolescence. visit: www. For more information on IBM Global Financing.cdcpakistan. or both. Produced in the United States of America April 2011 All Rights Reserved IBM. or visit us at: ibm. more energy-efficient solutions.com/smarterplanet Additionally. these symbols indicate U. visit: www.com/software/tivoli For more information on Central Depository Company. other countries or both. Linux is a registered trademark of Linus Torvalds in the United States and other countries. company or service names may be trademarks or service marks of others. please contact your IBM sales representative or IBM Business Partner. visit www.com/financing © Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers.shtml Microsoft and Windows are registered trademarks of Microsoft Corporation in the United States. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates.S. Visit us at: ibm.itminds.S.com To learn more about how IBM can help you transform your business.com For more information on IT Minds. This case study is an example of how one customer uses IBM products.biz For more information on Gulf Business Machines.com and Tivoli are trademarks or registered trademarks of International Business Machines Corporation in the United States.com/legal/copytrade. improved total cost of ownership and return on investment. ibm. our Global Asset Recovery Services help address environmental concerns with new. There is no guarantee of comparable results.A. Please Recycle TIC14172-USEN-00 79 . New York 10589 U. financing solutions from IBM Global Financing can enable effective cash management. other countries.gbm4ibm. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™). Other product. the IBM logo. Such trademarks may also be registered or common law trademarks in other countries. registered or common law trademarks owned by IBM at the time this information was published. Also.

from 578U to 32U. Rack space requirements have been cut by around 94 percent.IBM Systems and Technology Group Smarter Computing Computer Services Zucchetti Group dramatically improves its customer service With smarter computing from IBM Overview The need Zucchetti Group is expanding rapidly. a distribution network in excess of 1. The benefit Around 700 physical systems have been replaced by 16 IBM BladeCenter HX5 blades. in the U. a reduction of more than 97 percent. Zucchetti Group is an undisputed landmark in the Italian ICT (information. IBM Tivoli® Service Automation Manager. and in most major European. with constant requests to add more capabilities for its clients. The need for a long-term growth strategy Zucchetti Group is expanding rapidly. Zucchetti Group’s competitive edge includes advanced technological know-how and in-depth knowledge of management and production processes and skills acquired in different market sectors. North and South American. Adding more physical servers and storage was unsustainable. based on a range of IBM technologies including IBM® BladeCenter® with BladeCenter HX5 blades.000 to around €10. Zucchetti Group also wanted to add business continuity and disaster recovery services. both in Italy and worldwide. as some 700 servers had already filled the company’s data centers near to their limits.000 clients.000 partners and more than 85. IBM Systems Director Standard Edition 6. as some 700 servers had already filled the company’s data centers near to the limits of physical space and energy consumption. a better than 97 percent improvement. 80 . and faces constant requests to add more capabilities for its clients. Energy costs have been cut from over €300. technology) sector. There are more than 20 Zucchetti Group companies. banks. medium and large businesses. Zucchetti wanted to find a way to meet new client demands. Middle Eastern and North African countries. scalable and resilient infrastructure and supports a full disaster recovery service. central and local public administrations and professionals. The solution IBM provided a complete cloud-based. communication. IBM XIV® Storage Systems. turn-key solution.S. Adding more physical servers and storage was an unsustainable approach.000 annually.2. and their clients include small. insurance companies. and to enable a long-term growth strategy. end-to-end. IBM BladeCenter Open Fabric Manager and VMware® vSphere™ virtualization. The IBM solution delivers a flexible. With more than 1. and to enable a long-term growth strategy. to add business continuity and disaster recovery services. Zucchetti Group also operates worldwide. Zucchetti Group strives to deliver excellence in products and services and to develop innovative solutions to support customers’ requirements.900 employees.

which provides the necessary resources. with automatic data storage capacity delivered by the XIV Storage Systems thin provisioning feature. cloud-based services for its applications. Zucchetti Group uses IBM Tivoli Service Automation Manager to monitor and manage its applications and devices. and IBM Tivoli Service Request Manager provides remote support requests. Workload is assigned to virtual servers on IBM BladeCenter HX5 blades. The XIV units support Zucchetti Group’s applications and data. shared between two IBM BladeCenter H chassis. The BladeCenters are managed by IBM Systems Director Standard Edition and IBM BladeCenter Open Fabric Manager. The IBM Global Technology Services cloud solution IBM Global Technology Services designed an elegantly simple cloud solution based on two IBM BladeCenter H chassis. Each chassis was shipped with its own rack. Zucchetti Group replaced its existing storage devices with two IBM XIV Storage Systems. provided and configured by IBM. Zucchetti Group developed a strategy that would cut costs and improve performance by moving away from reliance on physical systems and introducing virtualized. To manage growing data storage needs. Working with IBM Global Technology Services. each of these enormously powerful blade servers supports multiple virtual environments.IBM Systems and Technology Group Smarter Computing Computer Services Entering the cloud Designed for Data • Zucchetti Group provides processing and analytics services for hundreds of clients accessing applications and data on the two IBM XIV Storage System units. console and peripherals for installation at two different sites. and the company uses the built-in synchronous and asynchronous replication services to copy data between locations to ensure that critical data is always protected. each of which has 43 TB of capacity. Zucchetti Group is now changing its business model from purely reacting to client demands to a cloud-enabled infrastructure that can be re-shaped and re-molded to meet new growth and higher workload on-the-fly. to provide a high level of service continuity. implemented by IBM Global Technology Services. Client users know little or nothing about the physical BladeCenter HX5 blade servers and XIV Storage Systems. each offering 43 TB capacity. each with eight IBM BladeCenter HX5 blades. Using VMware vSphere. The two data centers are connected using four Cisco MDS 9148 multi-layer fabric storage switches. Zucchetti Group has cut its server landscape from 700 machines to just 16 IBM BladeCenter HX5 blades. with VMware vSphere automatically allocating capacity according to workload demands. Clients request services from Zucchetti Group. Managed in the Cloud • Driving Innovation • 81 . Tivoli Service Automation Manager helps control the VMware vSphere environment to ensure service delivery targets are achieved. One was installed at each data center. with no wait time and no increase in costs. Tuned to the Task • It was clear that the existing and growing IT infrastructure of more than 700 servers was becoming too expensive and complex to manage.

Data centers that were reaching their limits in terms of space and energy can now comfortably support almost 20 times the total workload of the previous solution. contact your IBM sales representative or IBM business partner.000 annually (a better than 97 percent improvement). and in-built data replication across the two data centers ensures that data is always protected against disaster.IBM Systems and Technology Group Smarter Computing Computer Services Solution Components Hardware • • IBM® BladeCenter® H Chassis IBM XIV® Storage System The result is a solution that uses a high degree of automation to ensure reliable. protect and transform your IT. Rack space requirements have been cut from 578U to 32U (around a 94 percent improvement).000 to around €10. The 700 physical systems have been replaced by just 16 IBM BladeCenter HX5 blades. VMware vSphere automatically adjusts virtual server resources to ensure service delivery targets are achieved. without any need to add rack space or upgrade their power supplies. or visit: ibm. Automated storage allocation using thin provisioning has removed the need for detailed storage management. continuous operation.com/smartercomputing 82 . and users need to know little or nothing about how those physical servers are configured. The XIV Storage Systems deliver storage capacity according to need. resulting in a dramatic reduction of floor space and energy consumption. Software IBM Tivoli® Automation Manager • VMware® vSphere™ • IBM Systems Director • IBM BladeCenter Open Fabric Manager • Services • IBM Global Technology Services Reaping the benefits Zucchetti Group is using virtualization to deliver a private cloud where provision of processing and storage capacity is automated. automate. For more information To learn more about smarter computing from IBM and how we can help you integrate. Applications reside on virtual servers supported by the BladeCenter HX5 blades. a reduction of more than 97 percent. and energy costs have been cut from over €300. The twin IBM BladeCenter and XIV solution at each data center provides the disaster recovery and resilience services that Zucchetti required. and the complexity of managing multiple devices from several vendors has been eliminated.

Regardless. ibm. the IBM logo.com/legal/copytrade. In some cases. XIV and Tivoli are trademarks of International Business Machines Corporation.shtml. programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Photographs may show design models. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. program or service is not intended to imply that only IBM’s product. or new and used parts.com. A current list of other IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm. Any reference to an IBM product.© Copyright IBM Corporation 2011 IBM Italia Circonvallazione Idroscalo 20090 Segrate (MI) Italy Produced in Italy November 2011 All Rights Reserved IBM. Please Recycle BLC03072-ITEN-01 83 . IBM warranty terms apply. registered in many jurisdictions worldwide. program or service may be used instead. Any functionally equivalent product. This publication is for general guidance only. IBM hardware products are manufactured from new parts. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. program or service may be used. BladeCenter. the hardware product may not be new and may have been previously installed. References in this publication to IBM products.

then its transaction processing grinds to a halt. “We have our own maintenance windows.” The solution Working with IBM.” he says. With hundreds of customers. depending on need. and manages security and operation for the company and associated customer devices across the United States. “There are more than 300 member financial institutions.” The company’s business relies on the network because if member financial institutions can’t connect with it to process payments. Managing mission-critical networks has become almost as complex as trying to launch the Space Shuttle. A staff of 20 handles maintenance. “We’re trying to align the stars to find windows of time with the least impact on us and them.” explains the director of IP Management.” says the director of IP Management. 84 .IBM Software Tivoli Case Study Retail payments processor to make network 100 percent available Overview The need As part of the company’s five-year project to redesign and reengineer the way financial institutions and retailers connect with it. each with dual redundant connections to centers in the US and six devices at each site. manually intensive and error prone. “We had.” Multiply six by 300 and the result is a network so large that management is daunting and resource intensive. this retail electronic payments processor implemented an intelligent networking solution that enables it to configure network devices quickly and efficiently. an army of network engineers working through the night. improved team collaboration for greater staff productivity. it’s nearly impossible. the company had to provide member banks 100 percent availability of its financial network for debit and credit card transactions. Just ask the director of IP Management at this large retail electronic payments processor. and so do our customers. without errors during the transaction process. Changes and configuration management had become increasingly time consuming. The company launched an ambitious five-year project to completely redesign and reengineer the way financial institutions and retailers connect with it. “We realized we needed to automate all our maintenance steps. “It’s a massive project. The benefit Reduced operating costs through greater efficiency (75 percent time savings) and better resource utilization.

The solution under deployment at the company is a working example of “intelligent automation” of network device configuration—the key to maintaining accuracy in dynamic and complex networks. We realized we needed to automate all our maintenance steps. but also will help to improve regulatory. now an IBM Company. It is the basis for understanding if a device can support a specific service. security and network compliance. 2 85 . Unlike the basic script-based approaches to network management.” —Director. IP Management. Retail Electronic Payments Processor Intelligent network automation One of the company’s primary business objectives is making its network 100 percent available for member banks. the company needed a comprehensive. That’s when the electronic payments processor turned to Intelliden.IBM Software Tivoli Case Study “We had. capabilities and hardware of devices. and the director of IP Management expects that over time the solution not only will enable his company to completely automate network change and configuration management. The organization is in the process of rolling out IBM® Intelliden™ R-Series solution (now IBM Tivoli® Netcool® Configuration Manager). the solution’s modeling approach provides a generic representation of the functionality. depending on need. what role it provides to the network and how it is currently being used. Considering the financial consequences of downtime and the complexity of this payments network. standard way to manage its network. an army of network engineers working through the night.

These technical differences add up to a major business advantage for the company: efficient. engineering often handled both roles. we can issue global configuration changes within hours rather than weeks. as well as an unlimited number of policies for compliance and security—all from a central location. without errors during the process. With IBM Software. Retail Electronic Payments Processor Making network configuration changes within hours Using IBM Software. The team’s trust in IBM Software is also bolstered by the fact that the solution can maintain a real-time status of the network by tracking not only the changes it makes. IP Management. This enables mass configuration with clear accountability.IBM Software Tivoli Case Study Solution components Software ● IBM® Intelliden™ R-Series platform (now IBM Tivoli® Netcool® Configuration Manager) As part of its modeling capabilities. cost-effective and secure management of the network through automation of network change and configuration management. instead of as a complex set of far-flung components. engineers and staff to collaborate better. the electronic payments processor company can manage an unlimited number of devices. the company can configure devices quickly and efficiently.” says the director. the team checked configurations again and again to maintain confidence.” explains the director of IP Management. we can issue global configuration changes within hours rather than weeks.” —Director. Improved collaboration As an added benefit. the solution also provides the company with a single location where all devices can automatically be configured and changed. They have confidence in the solution’s ability to make the necessary checks before it enacts the configuration. but also those made manually or using other tools. At this company. because of a lack of trust and confidence. both teams have the assurance they need to carry out their distinct roles. but now engineering can focus on more strategic activities. IBM Software is helping the company’s team of network managers. engineering is responsible for designing network changes and support staff for managing their delivery. “With this solution. In addition. This way. the company’s network engineers can now look at the network holistically. “With this solution. and that’s promoting increased efficiency (75 percent time savings) to help reduce operational costs. 3 86 . Prior to this. “Before.

please contact your IBM sales representative or IBM Business Partner. IBM Software gives the company’s team syntax validation as they are updating devices. product and service names may be trademarks or service marks of others. Learn about opportunities near you at: www. For more information To learn more about IBM Tivoli Netcool software. NY 10589 U.com/legal/copytrade.com/tivoli You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. registered or common law trademarks owned by IBM at the time this information was published. Netcool and Tivoli are trademarks of International Business Machines Corporation in the United States. Intelliden.S. Please Recycle TIC14142-USEN-00 87 . References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.Another important capability is the solution’s ability to map out the entire command set for Cisco IOS—Cisco’s operating system for network devices. Produced in the United States of America October 2010 All Rights Reserved IBM.A. these symbols indicate U.shtml Other company.com. the IBM logo. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™).tivoli-ug.S. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm. ibm. or visit the following website: ibm. They can confirm the integrity of each change to the network in a way that doesn’t require a lot of rechecking and resources. Such trademarks may also be registered or common law trademarks in other countries.org © Copyright IBM Corporation 2010 IBM Corporation Software Group Route 100 Somers. other countries or both. This helps them accelerate and validate network configurations for compliance requirements.

organizational and process know-how (MEF Information Systems).A. The solution An IBM Integrated Service Management solution for the data center enhances visualization across mixed system and network architectures. Consip S.IBM Software Tivoli Computer Maintenance and Services Consip Simplifying administration with IBM Integrated Service Management Overview The need Monitoring service levels over heterogeneous systems and networks can require multiple solution sets which are expensive to manage and difficult to reconcile. communications and emerging technologies requires a software and hardware environment that can change at a moment’s notice and offer real-time views of network events. centralized management system for all event reporting Monitoring massive network leads to solution sprawl In its growth from startup to national IT leader. the Consip systems integrator built a composite network monitoring solution using several different technologies. The benefit Two times faster incident response time.it) is a public stock company owned by Italian Ministry of the Economy and Finance (MEF) that operates on behalf of the State. organizational processes.000 system and network events per day. These tasks are implemented through an organizational model that is radically innovative in the Italian context and that harmonizes the needs of administrations and market forces.consip. increased staff productivity by 20 percent. Consip’s mission is that of managing and developing the Ministry’s information systems. The company also manages the Program for the Rationalization of Public Purchases. while stressing the utmost transparency and effectiveness of its initiatives. including IBM® Tivoli Enterprise Console® software and 88 . Consip came to rely on outsourcing providers who had partial responsibility for information and communication technology (ICT) management. enables monitoring of 30. within the framework of the strategic guidelines and tasks given by its sole shareholder. To gather information about the network. providing technological.p. Engaging in complex projects in the fields of IT. (www. driving faster event response and boosting uptime.

we have been able to speed the remediation of service interruptions by 50 percent.” —Consip’s expert. Consip’s service management solutions included a patchwork of thirdparty software products along with IBM Tivoli Monitoring software. In addition.IBM Software Tivoli Computer Maintenance and Services “By getting an integrated view of events across our network with IBM Tivoli Netcool/ Impact. IBM Tivoli Composite Application Manager for WebSphere® Application Server software and IBM Tivoli Composite Application Manager for Response Time Tracking software. While the arrangement allowed Consip to grow its services to government agencies. it was beginning to want more control over its SLAs. Systems Engineer IBM Tivoli® Netview® software along with third-party network monitoring software. Consip leaders were looking to consolidate multiple monitoring products into a single solution. 2 89 . Consip also relied on its outside outsourcer to deliver service level agreement (SLA) reports using third-party software to monitor the company’s devices.

each outsourcer brought their own preferred technology. every three years we have to set up a competitive tender to change outsourcer. while also aligning its activities to core business priorities.” recalls one of Consip’s experts.IBM Software Tivoli Computer Maintenance and Services Getting a consolidated view Solution components: Software ● ● ● ● IBM® Tivoli® Business Service Manager IBM Tivoli Netcool®/Impact IBM Tivoli Netcool/OMNIbus IBM Tivoli Network Manager IP Edition “We had a problem integrating our monitoring solutions because we had multiple products from different providers. as well as options for integration with future technologies. Consip took ownership of ICT management.” After a detailed evaluation of available management tools. I want to be able to know right away—I need to be able to know the real user experience from wherever the user might be. We were in the position of just having to accept the numbers our outsourcer was giving us. Often.” Faced with a heterogeneous solution built with a wide variety of different technologies that offered limited integration and lacked centrally defined monitoring and notification processes. Moreover. 3 90 . we have to reduce the downtime of our services to a minimum. Consip needed a solution that could provide real-time qualitative and quantitative measures of its core business applications. Consip chose to implement an Integrated Service Management solution for its data center based on IBM Tivoli technology. before Consip became owner of the technology. Simplifying system and network management. “So the principal issue for us was the integration of all the information. increasing visualization “As a financial institution. but we also wanted to be able to gain control over the SLAs we were delivering. The solution delivers an open architecture that permits high levels of modularity and integration. simplifying and optimizing complex IT environment management processes and improving service quality. based on a public tender.” one of Consip’s experts explains. application services and infrastructure technology layers. “And if we are experiencing downtime.

visual output adjustments for heterogeneous user groups.” —Consip’s expert. and targeted deployment of operation force. 4 91 . IBM Tivoli Netcool/OMNIbus. Consip has gained visibility into events across its thousands of system and network devices to confirm it delivers high levels of service. Despite changing the external provider after three years. then presenting the preexisting system management frameworks in a single.000 events per day. calculate.IBM Software Tivoli Computer Maintenance and Services “Now we can analyze the data from any of the 2. the solution provides Consip with a service monitoring system that enables root-cause analysis. unified view. Systems Engineer Based on IBM Tivoli Netcool®/Impact. consolidating and correlating events from different systems management applications across the company’s environment. IBM Tivoli Netcool/OMNIbus software acts as a “manager of managers. we didn’t have a way to be notified if services were down.000 devices on our network. Since deploying IBM Tivoli Netcool/Impact software. which can be up to 30.” one of Consip’s experts says. improving overall effectiveness and preserving previous investments. Consip still maintains continuity in services monitoring.” collecting. “Before. centralized monitoring with unified processes and tools. enrich and visualize events and deliver solutions faster and more accurately. IBM Tivoli Network Manager IP Edition and IBM Tivoli Business Service Manager software. slashing downtime The new Tivoli Netcool solution provides Consip with end-to-end management for all the IT components in its IT infrastructure. as well as its existing IBM software. The outcome has been an improvement in service quality. By offering real-time access to data from virtually any network source and centralizing data management. organized in a logical flow that allows the company to monitor service quality. Integrating data. Consip can now correlate.

” one of Consip’s experts sums up.” one of Consip’s experts explains. Improving operations insight Likewise. network and applications management infrastructure. the software helped reduce the amount of time required to manage the infrastructure. “Tivoli Business Service Manager has facilitated the integration that was needed to improve the reliability of the console by 50 percent. “The IBM Tivoli solution has helped us limit our downtime while improving our quality of service.000 devices on our network. “This has greatly improved the efficiency of the team. the Tivoli Netcool software provides the company’s IT staff with the ability to manage and unify business processes across the entire ICT with one solution. rather than wondering whether what the console shows is real or not.” 5 92 . helping to streamline support for the existing heterogeneous technology infrastructure.” By building the integrated. Using Tivoli Business Service Manager. thereby allowing greater insight into operations and better understand the impact that a problem will have on services and users.000 events per day. which can now work on the real problems. end-to-end systems.IBM Software Tivoli Computer Maintenance and Services Speeding response times by 50 percent “Now we can analyze the data from any of the 2.” says one of Consip’s experts. controlled operational costs and improved quality of service.” Finally. we have been able to speed the remediation of service interruptions by 50 percent. Consip increased staff productivity by 20 percent. “Now we’re in control of our SLAs. which can be up to 30. “By getting an integrated view of events across our network with IBM Tivoli Netcool/Impact. system administrators can better understand the dependencies and relationships among infrastructure components and business services.

shtml Other product. Tivoli Enterprise Console and WebSphere are trademarks or registered trademarks of International Business Machines Corporation in the United States.com.S. ibm. Tivoli.it You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates. or both.com/software/tivoli For more information on Consip.A. Netcool. visit: www. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™).S. the IBM logo. Produced in the United States of America September 2011 All Rights Reserved IBM. please contact your IBM sales representative or IBM Business Partner.For more information To learn more about IBM Integrated Service Management solutions for the data center. Please Recycle TIC14190-USEN-00 93 . New York 10589 U.consip. company or service names may be trademarks or service marks of others. other countries. Learn about opportunities near you at ibm. or visit the following website: ibm.com/legal/copytrade. these symbols indicate U. Such trademarks may also be registered or common law trademarks in other countries. Netview. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm. registered or common law trademarks owned by IBM at the time this information was published.com/software/tivoli/tivoli_user_groups © Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers.

enabling us to move forward with enterprise single sign-on and federated identity management.” says Ken Lukasewicz. removing that redundancy will remove about 5. For one application that we’ve targeted for [Tivoli Access Manager for] Enterprise Single Sign-On.IBM Software Tivoli Insurance BlueCross BlueShield of North Carolina Saving 5. from those that are not supposed to see it. BlueCross BlueShield of North Carolina 94 .” “Tivoli Access Manager is helping us achieve these benefits by allowing us to centralize the granting of access and restricting access to applications and data. It has acted as the foundation for our enterprise security strategy going forward. Technical Manager. “It allows us to perform administration in a centralized point. “It’s the driver behind our security practice to maintain our customer member data in a secure fashion.” The solution “[IBM®] Tivoli® Access Manager has given us a secure environment that protects our customer data. a technical manager for Identity Management Operations at BlueCross BlueShield of North Carolina.000 hours of employee time. our member data.” says Lukasewicz. “It’s also allowing us to reduce the amount of time that we spend doing these tasks by being able to automate these processes and move them away from a more manual process.” says Lukasewicz. Identity Management Operations.” — Ken Lukasewicz.000 hours of staff time by automating security processes The need Overview BlueCross BlueShield of North Carolina United States Solution components • IBM® Tivoli® Access Manager for Enterprise Single Sign-On • IBM Tivoli Access Manager for e-business “BlueCross BlueShield of North Carolina is an insurance provider and subject to HIPAA compliance.” IBM Business Partner • Prolifics “The benefits we’ve seen from the implementation of TAM [Tivoli Access Manager] relate to compliance and being able to … see who has access to what data and who is accessing that data.

predict the growth that we’re going to see in the future and maintain an environment that is stable and secure for our employees and our members. please contact your IBM sales representative or IBM Business Partner. nor shall have the effect of.” says Lukasewicz. or visit the following website: ibm. creating any warranties or representations from IBM (or its suppliers or licensors). In addition. We can handle all the access that we’re currently experiencing.S. IBM shall not be responsible for any damages arising out of the use of.The benefit “The benefits we’ve seen from the implementation of TAM [Tivoli Access Manager] relate to compliance and being able to report on that compliance to be able to see who has access to what data and who is accessing that data. ibm.com/legal/copytrade.” © Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers. this information is based on IBM’s current product plans and strategy. NY 10589 U. Please Recycle For more information To learn more about IBM security solutions. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www. “Choosing the IBM Tivoli security suite was a natural extension of that. or otherwise related to.” says Lukasewicz. this documentation or any other documentation. which are subject to change by IBM without notice.A. or service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. “They worked with us hand-in-hand onsite with our employees throughout to make sure that the implementation was successful and worked according to plan. fitting very nicely and integrating very closely with our current infrastructure in other areas of the business. or altering the terms and conditions of the applicable license agreement governing the use of IBM software.shtml Other company. and Tivoli are trademarks of International Business Machines Corporation. express or implied. the IBM logo.com.ibm.” “BlueCross BlueShield of North Carolina has a long-standing history using IBM products in our IT environment.com/tivoli/security TIC14210-USEN-00 95 . product.” “During the implementation of TAMeb [Tivoli Access Manager for e-business]. we worked very closely with Prolifics to support us and provide the partnership we needed. “The scalability for TAM for BlueCross has been the ability to do more with the same amount of headcount.” says Lukasewicz. Produced in the United States of America December 2011 IBM. it is provided “as is” without warranty of any kind. While efforts were made to verify the completeness and accuracy of the information contained in this documentation. registered in many jurisdictions worldwide. Nothing contained in this documentation is intended to. the same amount of infrastructure.

intelligence and control. reduce energy usage and respond to outages far more quickly What’s the best method for leading the way to the smart grid? 96 . coal. What Makes It Smarter Austin Energy partnered with IBM to create one of the United States’ first Intelligent Utility Networks with the ability to manage the grid to an unprecedented degree.0. Serving 360. headquartered in Austin. Austin Energy saw the need and opportunity to transform how it delivers electricity. natural gas and renewable energy sources. As a publicly owned power company and a city department. combined with best practices. including nuclear.Let’s build a smarter planet Energy and Utilities Austin Energy Taking a multifaceted approach to better energy management Austin Energy. Austin. Next is “smart grid 2.000 customers and a population of more than 800. Real Business Results • The gathering of new. creating a self-healing capability. Hundreds of thousands of energy grid assets and devices on the network are monitored and controlled centrally. Travis County and a small portion of Williamson County. The Opportunity Seeking to improve service and reliability. the company provides service within Texas for the City of Austin. enables Austin Energy to monitor consumption.0. Austin Energy powers the capital city of Texas through a diverse generation mix. Texas www.000. integrating electrical devices into the system.austinenergy. the company first had to build a strong technology foundation with the ability to accommodate not only current goals and initiatives.com Austin Energy has created “smart grid 1. Texas. but also growth and new projects far into the future. For this vision to become a reality. is the nation’s ninthlargest community-owned electric utility.” which aims to go beyond the meter and into the premises.” which adds integration. never-before-available information using devices such as smart meters and substation sensors.

the IBM logo. IBM products are warranted according to the terms and conditions of the agreements under which they are provided. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY. with better management of peak loads Employs a powerful software platform for development. management and operations. Global Business Services. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm. NY 10589 Produced in the United States February 2012 IBM..austinenergy.com/legal/copytrade. Please Recycle TIC14220-USEN-00 97 . Visit us at: ibm. Tivoli and WebSphere are trademarks of International Business Machines Corp. The performance data and client examples cited are presented for illustrative purposes only. Not all offerings are available in every country in which IBM operates. enabling better service levels For more information Please contact your IBM sales representative or IBM Business Partner.com/energy To learn more about Austin Energy visit: www.com. ibm.com © Copyright IBM Corporation 2012 IBM Corporation Software Group Route 100 Somers. Lotus. Other product and service names might be trademarks of IBM or other companies.shtml This document is current as of the initial date of publication and may be changed by IBM at any time. FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. Actual performance results may vary depending on specific configurations and operating conditions.• Solution Components • • • • • • • • • • IBM® Lotus® IBM Rational® IBM Tivoli® IBM WebSphere® IBM Global Business Services® IBM Lotus Software Services IBM Rational Software Services IBM WebSphere Software Services IBM Business Partner Ascendant Technology Savings of over 660 megawatts of electricity. registered in many jurisdictions worldwide. Rational. INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY. EXPRESS OR IMPLIED.

As a leading global reinsurer. flexibility and quality of service to support a demanding IT environment in a global organization ■ Solution Use IBM Service Management solutions to integrate change and release management into a central deployment process based on IT Infrastructure Library® (ITIL®) version 3 best practices ■ Key Benefits Consolidated 40 change processes into one for increased efficiency. making it the world’s largest re-insurance company. Swiss Re offers financial services products that enable risk taking essential to enterprise and progress. IT. helped support compliance with internal and external requirements for service changes and new releases New insurance acquisitions have driven tremendous growth at Swiss Re. The company operates in more than 25 countries and provides its expertise and services to clients throughout the world.” – Heinrich Waldhier. Head of Process Management. “ IBM is the only company covering the whole scope we wanted to address from business process design to application development to operational infrastructure. Swiss Re 98 .IBM Case Study IBM Service Management helps Swiss Re IT make ITIL best practices actionable Overview ■ Challenge Provide scalability. enabled move from ITIL v2 to ITIL v3 via a central deployment process.

000 MIPS (million instructions per second). IBM AIX®. ● ● “We have such complexity that we needed to create standards for how we approached service changes and new releases. Predict IT requirements for new business services and assess how changes will affect service availability. we try to automate processes to ensure that we have sustainability for growth. PeopleSoft. These applications depend on both mainframe and distributed resources running a variety of operating systems (Linux®. Automate previously manual processes to help ensure that necessary tasks occur on time as planned. Swiss Re’s environment includes more than 300 three-tiered Web services running on IBM WebSphere® Portal and IBM WebSphere Process Server along with dozens of applications from IBM. It’s not unlikely that during a single weekend IT staff must implement between 200 and 1. In improving change and release management processes. Swiss Re staff sought to: ● Align best practice processes for software delivery with business requirements to accelerate development and deployment of new services. Problems can arise and availability of services or information can be compromised when unforeseen resource conflicts occur.“ Because Tivoli Provisioning Manager can be integrated in the planning process and applications can be deployed automatically without manual intervention. “IT should not be an inhibitor to growth. manual approach in managing key IT processes to an end-to-end service management model in which IT processes are standardized. Sun Solaris. SAP and others. head of process management in IT at Swiss Re. “Our executives expect IT to be there and that we manage it efficiently and effectively. 99 . Whenever it’s possible. Swiss Re is moving from a siloed. The company’s mainframe environment performs nearly 30. etc).” explains Heinrich Waldhier. we can improve staff productivity and accelerate deployment times.” One area where this shift can be seen is in the organization’s handling of change and release management processes. reducing manual labor and the risk that errors are introduced in the environment.” – Heinrich Waldhier To help manage this growth. automated and aligned with business needs.” says Waldhier.000 IT changes.

” says Waldhier.” – Heinrich Waldhier 100 . the company began evaluating vendor tools that would help automate asset management. enhance its IT governance solution and define guiding principles. we saw that the most important part is the change and configuration management database. Throughout this process. Solution Components IBM Service Management Solutions ● Service Request Management & Fulfillment Server & Application Provisioning & Release Management ● Following the establishment of standard processes through which change managers and developers could request changes and release managers could ● Solution Components ● IBM Rational® Method Composer IBM Tivoli® Asset Management for IT IBM Tivoli Change and Configuration Management Database IBM Tivoli Release Process Manager IBM Tivoli Provisioning Manager IBM Global Technology Services IBM Lab Services deploy those changes.Improving scalability. through specialized workshops. the team created an IT governance handbook that aligns IT processes with business needs and clearly outlines roles. an action plan for future expansion of the IT governance policy and a scorecard that helps the company evaluate its new processes. Additionally. As a result. “We chose IBM because it had the ability and knowledge to help us standardize data configurations and change histories. IBM Tivoli Release Process Manager. Swiss Re began its journey toward an IT service management model that will enable Swiss Re to achieve the scalability. IBM worked with Swiss Re management and IT staff to evaluate the company’s policies. IBM Tivoli Provisioning Manager and IBM Tivoli Asset Management for IT ● ● ● ● ● “ We now have a consistent business case template for all our services. we can easily generate a view of events we have designed on the needs of SOX and other regulations. change management and release management processes. flexibility and quality of service it requires. configuration management. IBM Global Technology Services and IBM Lab Services partnered with Swiss Re staff to provide implementation support as needed and to help develop a comprehensive IT governance framework that would enable staff to advance from ITIL v2 to ITIL v3 best practices. IBM also created a process maturity model. the Swiss Re staff could quickly document its change and release management process designs and implement best practices based on ITIL. flexibility and quality of service Working with IBM. From this. “When we started to speak with different vendors.” Using IBM Tivoli Change and Configuration Management Database. IBM is the only company covering the whole scope we wanted to address from business process design to application development to operational infrastructure. responsibilities and governance processes. Using IBM Rational® Method Composer software.

” – Heinrich Waldhier software. In cases where new technologies are needed to support an application. “Because Tivoli Provisioning Manager can be integrated in the planning process and applications can be ● ● ● ● Application owners to understand the dependencies of their applications and the potential impact on other applications or infrastructure component changes. some service changes that previously took days to deploy can now be completed in just 10 minutes. 101 .” says Waldhier. In fact. The ability to audit all changes in the production environment. Swiss Re has been able to deploy new services and service changes faster and with fewer errors. staff can gain approval early in the process to avoid unnecessary delays. Automatic implementation of change requests based on business practices. “Proper impact analysis is now possible using IBM Service Management software to support our change and release management processes.“ By mitigating the complexity of our infrastructure we are becoming more scalable. reliable and flexible. Developers to forecast new infrastructure requirements and communicate them to IT staff. the team is creating a fully automated deployment engine based on ITIL v3 best practices that consolidates 40 change processes into one and enables: Mitigating complexity improves productivity By standardizing processes and sharing information for configuration. change and release management.

we can easily generate a view of events we have designed on the needs of SOX and other regulations. IT staff can easily justify changes and adhere to principles set forth in these regulations. By creating a framework and standardizing and automating the deployment of changes. “We will continue to gain significantly better control of our IT infrastructure through the use of IBM Service Management solutions.” And according to Waldhier.” “ We will continue to gain significantly better control of our IT infrastructure through the use of IBM Service Management solutions. “We now have a consistent business case template for all our services. “To build a new platform is a very complex and expensive undertaking. The company is exploring the integration of forms management tools to further streamline these processes as well as expanding service management best practices into other areas. “Whenever it’s possible. including Sarbanes-Oxley Act (SOX) to demonstrate to shareholders and customers proper management of policies and financial operations. such as problem and incident management. If an application developer uses our existing infrastructure.” – Heinrich Waldhier 102 . then the only cost to us is in added capacity. by gaining a consolidated infrastructure view. reliable and flexible.” Supporting regulatory requirements These changes have also been essential in helping Swiss Re meet regulatory requirements and minimize risk. we try to avoid it. with a clear audit trail. “By mitigating the complexity of our infrastructure we are becoming more scalable. we can improve staff productivity and accelerate deployment times.” Additionally.” says Waldhier. and inventory management. developers gain greater insight into the underlying environment and can develop new services to run on existing resources rather than requiring new technologies.” concludes Waldhier. “As a result.deployed automatically without manual intervention. The organization adheres to a number of pan-European and country-specific regulations.” adds Waldhier. these changes are just the beginning.

NY 10589 U.S. Linux is a registered trademark of Linus Torvalds in the United States. Other company. Patent and Trademark Office IT Infrastructure Library is a registered trademark of the Central Computer and Telecommunications Agency.For more information Contact your IBM sales representative or IBM Business Partner. which is now part of the Office of Government Commerce. Such trademarks may also be registered or common law trademarks in other countries. Tivoli and WebSphere are trademarks or registered trademarks of International Business Machines Corporation in the United States. and a registered community trademark of the Office of Government Commerce.A.com/legal/ copytrade.com © Copyright IBM Corporation 2008 IBM Corporation Software Group Route 100 Somers.com.org For more information about Swiss Re.swissre. ibm. other countries.S. other countries or both.S. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™). or visit us at: ibm.tivoli-ug. these symbols indicate U. product or service names may be trademarks or service marks of others.com/tivoli You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. registered or common law trademarks owned by IBM at the time this information was published. the IBM logo.shtml ITIL is a registered trademark. and is registered in the U. visit: www. This case study is an example of how one customer uses IBM products. There is no guarantee of comparable results. AIX. or both. Produced in the United States of America October 2008 All Rights Reserved IBM. Learn about opportunities near you at: www. TIC14019-CHEN-00 103 . References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm. Rational.

to design and deploy a real-time payments processing architecture based on IBM WebSphere MQ and IBM Tivoli Workload Scheduler. and provides ATM switching solutions. Enabling Faster Payments The company’s successful approach to this kind of large-scale project has been demonstrated by the completion of its ‘Faster Payments’ platform for UK banks which has now entered its third year of operation. Overview Business challenge When the UK Government instigated the Faster Payments initiative. such as access to the Single European Payments Area (SEPA) within the EU. the service that is in operation today far exceeds the original requirements of the OFT’s Payment Systems Task Force: technically it is possible for payments to be made irrevocable within seconds of being initiated. Faster Payments was driven by legislation: the UK Government set an objective of reducing inter-bank payment clearing times from three days to a same-day service. Solution VocaLink worked with Orbital. “Subsequently. and to clear them in less than two hours. It processes domestic and international automated payments. VocaLink was tasked with creating an IT solution capable of enabling near-instant money transfers between accounts held by different banks. an IBM Business Partner. Besides the operation of its existing ATM and payments technologies. the company also works closely with government bodies and the banking industry to develop new solutions. the target was made even more ambitious: to enable inter-bank payments 24 hours a day. VocaLink is a specialist payments partner to banks. and its switching platform connects the world’s busiest ATM network of over 64. An industry leader On a peak day.” says Hussein Badakhchani.” 104 . seven days a week.000 ATMs. In fact. their corporate customers and government departments.IBM Software WebSphere and Tivoli Banking VocaLink builds a highperformance platform for Faster Payments With an IBM® WebSphere® MQ and IBM Tivoli® Workload Scheduler solution from Orbital Headquartered in Rickmansworth. The company is also working with BGC to provide fully outsourced processing for the majority of Sweden’s domestic payments – a potentially revolutionary project for the payments sector. the VocaLink automated payment platform processes over 90 million transactions for the UK banking industry.000 people. UK. The company employs nearly 1. VocaLink was tasked with both designing and building the central infrastructure that would make this possible. Solution Architect and Distinguished Technologist at VocaLink. “Like many initiatives in the payments industry.

the company consulted Orbital. especially in the current economic climate. The first was performance: could we adapt our proven solutions so that they would scale to handle the predicted transaction volumes and complete all transfers within two hours? The second was control: could we ensure that the process was completely reliable. and in more political areas such as licensing negotiations. there were two main challenges. providing all the performance and reliability we needed. Creates a resilient and secure infrastructure for real-time payments processing. an IBM Business Partner. “To create a real-time process for Faster Payments. which went into production in mid-2008. Eliminates administrative workload. secure and auditable? IBM WebSphere MQ turned out to be the ideal platform.” • • • Finding the right partner The VocaLink team began examining existing payments architectures with a view to identifying which components could be reused and where innovation was required to meet the requirements of Faster Payments. “Orbital has been one of VocaLink’s main technology partners for over two years. By September 2009. increases transparency and reduces the risk of error by automating all key stages of the payments process. the service had processed 262 million payments. Badakhchani comments: “From a performance perspective. “The Orbital team help us with many aspects of our work – both in technical areas. “The main difference with the Faster Payments Service was its requirement to use IBM WebSphere MQ to route message traffic to and from the banks. They were actually capable of running considerably faster than we expected – so we could easily adapt them and use them as a basis for the new Faster Payments Service where it was appropriate to do so. Processes more than five million transactions per day.IBM Software WebSphere and Tivoli Banking Building on proven technology and expertise Business Benefits • Provides an alternative complementary service for payments up to £10.” says Badakhchani. with a total value of more than £110 billion. database-driven application.” Meeting the performance requirements Following a detailed analysis phase. we were pleasantly surprised: we found that with some modifications and a redesigned hardware profile.” explains Badakhchani.000 that require same day processing. and is designed to scale to peak volumes of more than ten million per day.” VocaLink went ahead with the implementation of the new architecture. we could re-use many of our existing payments components. “The IT architecture that we had used to implement other payments schemes – most notably the BACS scheme – was essentially a Java™orchestrated. To help with the scope and sizing of the new environment. Cost-efficiency is very important for the banking sector. VocaLink realised many of the specifications for the Faster Payments Service were essentially very similar to those of other payment systems it had implemented. where their expertise with IBM WebSphere messaging and integration software is invaluable. transparent. the VocaLink and Orbital teams were able to create a plan for the implementation of Faster Payments. The Faster Payments Service peak day processing 105 . and Orbital does an excellent job of helping us optimise our software investments.

and will also play a major part in our forthcoming SEPA and BGC implementations. “It has been able to handle the transaction volumes without any problems. so it delivers good performance without requiring massive investments in hardware. “The WebSphere MQ messaging technology has been a key enabler. the consequences could be very serious. VocaLink records stands at over 7 million payments in a single day and the service has processed 500 million payments since its inception. and it’s a very mature and efficient solution. winning a wide range of awards from both the financial and technology sectors. combined with the services provided by Orbital. we knew we had to ensure that every aspect of the Faster Payments Service could be fully automated.” An award-winning solution The Faster Payments Service has been a notable success for VocaLink. For this reason. “The process has numerous stages. The scripting helps to ensure that every stage of the process occurs on-time.” explains Badakhchani. and that has been reflected in the positive response it has received both within the industry and from banking customers. which manages hundreds of scripted events in the Java and database environments. combined with the services provided by Orbital. It also gives us a very comprehensive set of reporting capabilities that help us to demonstrate our compliance with service levels and internal security regulations. “If a mistake were to be made. Badakhchani comments: “Tivoli Workload Scheduler is an extremely powerful tool. with no need for manual intervention. “Faster Payments is a big step forward for the whole banking industry in the UK.” Automation and control The Faster Payments Service involves a complex and intricate set of processes which need to be orchestrated in a reliable and transparent manner.” says Badakhchani. and others at set intervals throughout the day. some of which need to be completed in real time.” VocaLink chose to automate these processes with IBM Tivoli Workload Scheduler. “IBM WebSphere and Tivoli software. These include a Financial Sector Technology award.” —Hussein Badakhchani. and a Computing Award for Excellence. because it is so scalable. Solution Architect and Distinguished Technologist.IBM Software WebSphere and Tivoli Banking “IBM WebSphere and Tivoli software. have made a significant contribution to the success of the Faster Payments project. avoiding any possibility of human error. reliably.” concludes Badakhchani. and our operations team is very familiar with it. and providing a full audit trail for compliance purposes. and will also play a major part in our forthcoming SEPA and BGC implementations. Faster Payments volumes are projected to continue their growth over the period from 2010/2011.” 106 . a Hallmark of Innovation award from the Financial Innovation Awards. so we can easily modify existing scripts or develop new ones if the requirements of the Faster Payments Service change. have made a significant contribution to the success of the Faster Payments project.

services and solution from Orbital Integrated Solutions. A current list of other IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm. programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. program or service may be used instead. Neither IBM nor Orbital Integrated Solutions makes any warranties.orbital-ltd. Tivoli and WebSphere are trademarks of International Business Machines Corporation.com/legal/copytrade.com To learn more about products. References in this publication to IBM products. IBM hardware products are manufactured from new parts. Any functionally equivalent product. contact your IBM sales representative or visit: ibm. In some cases. IBM and Orbital Integrated Solutions are separate companies and each is responsible for its own products.co. the hardware product may not be new and may have been previously installed. registered in many jurisdictions worldwide. IBM warranty terms apply.com. Please Recycle IBM Software 107 SWC14041-GBEN-00 . other countries. in the United States. Inc. or both. Regardless. ibm. or new and used parts. express or implied.For more information To learn more about IBM software. the IBM logo. concerning the other’s products. program or service may be used. All customer examples cited represent how some customers have used IBM products and the results they may have achieved.shtml.uk © Copyright IBM Corporation 2010 IBM United Kingdom Limited PO Box 41 North Harbour Portsmouth Hampshire PO6 3AU Produced in the United Kingdom June 2010 All Rights Reserved IBM. Any reference to an IBM product. This publication is for general guidance only. program or service is not intended to imply that only IBM’s product. Photographs may show design models. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. Java and all Java-based trademarks and logos are trademarks of Sun Microsystems. visit: www.

another Spanish banking institution that is almost as large as BBK. Managing the merger of the two IT systems represented a significant challenge. IBM proposed leveraging innovative cloud computing techniques to run both the CajaSur application and BBK banking systems side-by-side. Handling business growth Leading Spanish bank Bilbao Bizkaia Kutxa (BBK) recently acquired CajaSur. the company embarked on a journey towards smarter computing. Overview The need Leading Spanish savings and equity bank Bilbao Bizkaia Kutxa (BBK) recently acquired CajaSur. The solution In an ongoing project with IBM and the IT company owned by BBK. It is the third-largest savings and equity bank in Spain. BBK began looking for an implementation partner with the expertise and resources to advise and assist with these goals. BBK has been growing steadily for some time. and BBK was seeking to guarantee system resiliency by enabling automated backups. maximize efficiency while boosting flexibility and openness in its IT landscape. Leveraging sophisticated virtualization technology and highly reliable backup techniques. with the focus on maximizing use of existing investments while ensuring infrastructure resiliency was maintained. This was achieved using a virtualization layer running across all servers supporting BBK and CajaSur’s desktop computers. avoiding the cost of purchasing approximately 3.000 desktop computers for new staff. Consequently. The benefit Exploited existing hardware investments to the full. Specifically. securing sensitive information is always a priority. The IBM technology has contributed to a 20 percent reduction in IT costs. BBK has ensured that the process of merging CajaSur’s infrastructure is painless and cost-efficient.IBM Systems & Technology Group Smarter Computing Banking Bilbao Bizkaia Kutxa manages a major acquisition With smarter computing from IBM Bilbao Bizkaia Kutxa (BBK) is one of the largest banks in the Basque region of Spain. The main goal of the project was to re-use the existing infrastructure as much as possible. saving over 1 million EURO. and had experienced issues with handling expanding data volumes as a result. 108 . the impending merger with CajaSur represented the ideal opportunity to re-engineer its systems. enabling BBK to avoid the significant cost of purchasing new PCs and increasing the administrative burden of managing this infrastructure. As a banking institution. CajaSur relied heavily on a custom built Java-based application. as well as the sixth-largest administered-funds savings bank in the country. The scale of the acquisition meant that developing an integrated IT infrastructure presented a major challenge. a similar institution of almost the same size as BBK. a saving which is expected to increase as further application development is undertaken. Choosing IBM Global Technology Services BBK turned to technology specialists from IBM Global Technology Services for help in performing an overall evaluation of its existing IT environment as well as assessing the best way to handle the acquisition of CajaSur. while ensuring optimal performance for the company’s workloads. Lacking the in-house skills to carry out such a large-scale project.

Featuring IBM Tivoli Storage Manager. while exploiting existing investments to the maximum. Driving Innovation • Smarter computing from IBM has made it possible for BBK to manage a largescale acquisition with minimal disruption to ongoing operation. ensuring the right processor characteristics are applied to the appropriate jobs. enabling BBK to minimize impact to application availability with disruptions measured in seconds rather than hours. Integrated Facility for Linux (IFL) processors and Internal Coupling Facility (ECF) processors. BBK chose to replace its existing two IBM System z9 Enterprise Class servers with two latest generation IBM zEnterprise 196 mainframe systems. optimized for BBK’s different workloads. high-end IBM System Storage DS8800 disk systems and the IBM Virtualization Engine TS7720. BBK is able to optimize performance for specific workloads. Virtualized IBM BladeCenter HS22 servers can be customized and rolled out quickly to meet growth. ensuring that the acquisition process is handled nondisruptively. with a number of specialty engines deployed. which integrates seamlessly with BBK’s analytics software. BBK also leverages IBM Geographically Dispersed Parallel Sysplex (GDPS). and select network encryption workloads on the mainframe. the solution automatically backs up the company’s critical business data. Tuned to the Task • The IBM System zEnterprise 196 offers superb scalability and flexibility to accommodate the new workloads introduced by the merger with CajaSur. so can survive such a failure without continuous access to data. This enables the company to effectively and efficiently run the CajaSur infrastructure in parallel with its own. Maximizing business resiliency The IBM Global Technology Services team was also able to work with BBK to design and implement a comprehensive backup and recovery solution.IBM Systems & Technology Group Smarter Computing Banking Designed for Data • Leveraging IBM DB2 for data warehousing. ensuring that even in the event of a disaster. designed to optimize the performance of the combined group by exploiting synergies and customer opportunities. BBK can bounce back rapidly and easily. the innovative latest generation Hyperswap feature has been activated. The IBM zIIPs are designed to help free-up general computing capacity and lower overall total cost of computing for select data and transaction processing workloads for business intelligence (BI). BBK is able to carry out analysis of customer habits and track performance by branch and location – insights that lead to better business decisions. Using the information gathered by IBM DB2. In addition. By choosing to activate specialty engines. The new solution supports ongoing growth and ensures that BBK is in the ideal position to explore untapped opportunities. The HyperSwap function may be performed even if BBK’s primary IBM System Storage disk subsystem is not operational. this allows the BBK IT teams to manage the company’s two data processing centers as a single resource. an end to end application availability solution that provides the capability to manage remote copy configuration and storage subsystems to perform failure recovery from a single point of control. despite the 25 km distance between them. including IBM System z Integrated Information Processors (zIIPs). BBK uses the information gathered as a basis for analysis of customer habits and branch performance. based on a suite of IBM Tivoli software. 109 . ERP and CRM. Managed in the Cloud • BBK has developed a private cloud solution for employee desktops based on IBM BladeCenter technology with a Microsoft Hyper-V virtualization layer. IBM DB2 for z/OS offers data warehousing capabilities. Overall.

Bilbao Bizkaia Kutxa (BBK) 110 . IBM® Tivoli® System Automation IBM Tivoli Storage Manager IBM Tivoli Provisioning Manager IBM Tivoli Monitoring IBM Tivoli Composite Application Manager IBM WebSphere® Enterprise Service Bus IBM WebSphere Application Server IBM Information Management System (IMS™) IBM DB2® IBM Metro Mirror IBM z/OS® IBM z/VM® VMware Microsoft Hyper-V Servers IBM zEnterprise™ 196 IBM BladeCenter® HS22 • IBM System Storage® DS8800 • IBM System Storage TS7720 Virtualization Tape Server • • Services • • IBM Global Technology Services IBM Software Services For more information To learn more about smarter computing from IBM and how we can help you integrate. translating into a saving over 1 million EURO.com/smartercomputing “This project aims to integrate and optimize BBK management systems following the integration of Cajasur. or visit: ibm. automate. Indeed. protect and transform your IT. which results in better service to clients. The IBM solution offers the in-built scalability that enables BBK to approach future growth opportunities with confidence it has the resources in place to handle them.IBM Systems & Technology Group Smarter Computing Banking Solution Components Software • • • • • • • • • • • • • • Optimizing resource utilization with smarter computing from IBM The solution has made it possible for BBK to exploit existing hardware investments to the full. Despite the expansion in the IT infrastructure necessitated by the acquisition of CajaSur. as compared with the previous solution. contact your IBM sales representative or IBM business partner. in order to be more efficient and better serve our customers. the streamlined and easy-to-manage IBM solution has meant BBK has not needed to boost IT staff numbers. The company is able to backup double the amount of data in half the time. a saving which is expected to increase as further application development is undertaken. the IBM technology has contributed to a 20 percent reduction in IT costs. The IBM backup solution offers superb availability and resiliency for BBK. avoiding the cost of purchasing approximately 3. The merger with CajaSur has been undertaken with as little disruption to everyday business operations as possible. Furthermore.” —Juan Miguel Abendaño. IT Director. leading to better service for customers.000 desktop computers for new staff. BBK estimates that the new infrastructure has boosted staff productivity by approximately 30 percent.

or both. z/OS. Java and all Java-based trademarks and logos are trademarks of Sun Microsystems. program or service may be used. DB2. In some cases. A current list of other IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm. IBM hardware products are manufactured from new parts. Regardless. ibm. the IBM logo. Any functionally equivalent product. Any reference to an IBM product. the hardware product may not be new and may have been previously installed. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. Tivoli. zEnterprise.com. other countries. programs or services do not imply that IBM intends to make these available in all countries in which IBM operates.© Copyright IBM Corporation 2011 IBM España S. Inc. A. program or service may be used instead. registered in many jurisdictions worldwide. IMS. program or service is not intended to imply that only IBM’s product. References in this publication to IBM products. WebSphere. Photographs may show design models. other countries. Linux is a registered trademark of Linus Torvalds in the United States. and the Windows logo are trademarks of Microsoft Corporation in the United States. Windows NT. z/VM. or both. Santa Hortensia 26-28 28002 Madrid Spain Produced in Spain June 2011 All Rights Reserved IBM. BladeCenter and System Storage are trademarks of International Business Machines Corporation. IBM warranty terms apply. in the United States.shtml. or both.com/legal/copytrade. Please Recycle ZSC03103-ESEN-00 111 . other countries. Windows. Microsoft. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. This publication is for general guidance only. or new and used parts.

IBM Client Success Stories Mobility 112 .

” says Chris Sacksteder. The solution The University implemented an endpoint management solution that combines power. and departmental computers on. The benefit Reduced energy costs by US$288. improved security with faster deployment of patches and software applications. decreased IT time required to manage classroom and lab computers. Overview The need With energy costs doubling. The timing couldn’t have been worse.000. officials at Penn State watched as their energy costs doubled overnight. manager of Penn State’s Systems Development Group. Identifying potential savings While heating and cooling of buildings typically consume the greatest amount of power for organizations.000 annual savings At the end of 2009. The main campus energy budget already had been reduced by US$1. which provides support for classroom and lab technology and delivers common IT services to University IT support teams. when electric rate caps were lifted. when they were not in use. 113 . But the question for IT staff members was: How much could we save? “Few would consider putting their computers to sleep without a good reason. leaving computers on when they are not in use also can increase energy costs unnecessarily.IBM Software Tivoli Education Penn State Power-savings initiative expected to deliver $800.5 million and staff had been challenged as part of the University’s Green Initiative to lower Green House Gas emissions by 17. “Reducing power consumption was critical to controlling the impact of increased energy costs while supporting our overall goals to increase sustainability. Penn State looked to reduce unnecessary power consumption from leaving classroom.5 percent by 2012. patch and security management to reduce energy costs while improving the reliability and security of campus computers. and then calculate the potential savings. so we needed to first measure the amount of power consumed by the hardware in its different power states.000 per year with annual savings expected to reach US$800. lifecycle.” says Sacksteder. lab.

” says Sacksteder. both from an energy savings and systems management perspective. We established a team that investigated client and systems management solutions. improved management of classroom. however. Manager. Systems Development Group. and after a proof of concept. once all of our approximately 20. “So while the primary goal for our physical plant was to reduce power consumption. found that Tivoli Endpoint Manager scaled best in our environment and provided the power management component we needed. and departmental workstations also was necessary. The consensus from the academic and administrative groups that participated was that this was a very worthwhile effort. 2 114 . with University budgets being cut in the wake of the economic recession.000 in annual savings. the committee faced a new challenge: Deploy the solution in just a few months. our other motivation was to gain better control of the environment.” Once the decision was made.” —Chris Sacksteder. Penn State At the same time.000 workstations are under Tivoli Endpoint Manager and similar power management settings are applied. and to prevent duplication of effort wherever possible. lab. “There is a push to cut IT costs by using computing resources more efficiently.IBM Software Tivoli Education “We expect almost US$800.

Penn State Realizing nearly $800.000 in annual savings.000 workstations are under Tivoli Endpoint Manager and similar power management settings are applied. and faster resolution of problems.” says Matt Boyd. We expect to see almost US$800.” —Matt Boyd. so that students and faculty can focus on what they’re here to do. labs.000 per year with aggressive settings on public systems and many faculty and staff computers. the University has already reduced energy costs by US$288. only the display will turn off after 10 minutes of being idle. “When no user is logged into a workstation in one of our labs. It was relatively easy to implement the initial infrastructure with the root server and a few relays and it’s certainly been very easy to deploy more relays as needed.” “We can now provide a much more robust computing infrastructure.” says Sacksteder. service manager for IBM Tivoli Endpoint Manager. Penn State. and offices.000 annual power savings In terms of power savings.IBM Software Tivoli Education Solution components Software ● IBM® Tivoli® Endpoint Manager. built on BigFix® technology “The Office of Physical Plant was given a task of saving a large amount of money on the electric bill as soon as possible and we were also bound by the University semester calendar. the display is automatically turned off after five minutes of being idle and the computer enters sleep mode after 15 minutes of being idle. “If a user is logged in.” Tivoli Endpoint Manager balances the need for energy conservation with the IT staff’s need to apply patches at night by waking up the endpoint long enough to apply required updates and then returning the computer to an energy-saving state. Service Manager for IBM Tivoli Endpoint Manager. more reliable computers in our classrooms. 3 115 . once all of our approximately 20. “We started the proof of concept in April and our production deployment was operational by mid-August to avoid waiting another school year. The organization expects that savings to nearly triple as faculty and staff become more comfortable with displays going off and systems going to sleep. quicker installs of application software that our faculty need.

For example. “With Tivoli Endpoint Manager. Penn State’s Information Technology Services (ITS) System Development Group placed as much emphasis on the solution’s system management capabilities as it had on its power management features. “The biggest concern among faculty is making sure that their computers are available and that they can access a file from home if they need it. Likewise in labs that run experiments 24×7. those systems are up and ready in a matter of seconds. we don’t need to power systems off to achieve the savings. about 34 administrative units at Penn State are participating in the Systems Management initiative. Today. The department and local IT staffs are the true administrators of those machines. The ‘root’ Tivoli Endpoint Manager administrators are not responsible for the machines. We can place the systems in standby and. in most cases.000 endpoints currently under management.” says Boyd. a custom web application allows faculty and staff to remotely wake up any client system that they are authorized to access. we can customize settings so that their experiments won’t be affected. as we continue to demonstrate that placing the workstations in standby will provide the power savings needed without affecting their access. Faster application deployment to endpoints has helped ensure that students have access to the software they need to complete their assignments. Streamlining operating system and application patching has enabled IT staff to improve the security of endpoints. but we believe all units will begin using the solution. and reduces the time IT staff spend managing computers.IBM Software Tivoli Education The team also customized its implementation to meet faculty and staff needs. reducing the risk of a system 4 116 .” More reliable computers in the classroom While ramping up and promoting the project. More consistent user interfaces on campus computers makes it easier for students to work in various labs. with nearly 21.

such as student social security numbers.IBM Software Tivoli Education compromise that can lead to the disclosure of personally identifiable information.psu. “The systems management component is equally important.” For more information To learn more about IBM endpoint management solutions. labs.it.green.edu For additional information about Penn State’s green IT efforts. “Early on. go to: http://stream. visit: http://www. Improved asset discovery enables IT staff to quickly determine how many systems are nearing the end of their warranty and may need to be replaced. and offices.psu. visit: http://www.edu For more information about Penn State’s green initiatives.edu/archive 5 117 . more reliable computers in our classrooms. please contact your IBM sales representative or IBM Business Partner. or visit the following website: ibm. We can now provide a much more robust computing infrastructure.psu.org For more information about Penn State.com/tivoli/endpoint You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. there was a misconception among some that Tivoli Endpoint Manager was strictly for power management.tivoli-ug. and faster resolution of problems. because it was being endorsed by the Office of Physical Plant for those purposes. Learn about opportunities near you at: http://www.” says Boyd. quicker installs of application software that our faculty need. so that students and faculty can focus on what they’re here to do.

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PA www. built on BigFix® technology. Fiberlink In 2003. Product Management. IBM® Tivoli® Endpoint Manager. 119 . an innovator in voice. Dashboard icons change from green to red if the system detects a laptop computer out of compliance. and can take action to bring the laptop back into compliance. security and compliance. provides Fiberlink with the single. vulnerability assessment. built on BigFix® technology “The real-time visibility. More than 500.maas360. director. With MaaS360. The company. Director. Fiberlink. deploy software upgrades and security patches. and power management functions for laptops. and remediation of outstanding issues.” says Chuck Brown. control. “The reports come back instantaneously and clients can review their mobile endpoints within 30 minutes to an hour of signing up. Product Management.IBM Software Tivoli Computer Services Fiberlink Achieves 25 percent annual growth rate with cloud-based endpoint management solution The need Overview Fiberlink Blue Bell. and manage power usage for mobile devices—all from a single web portal. always-on mobile device management platform. assess vulnerabilities. connection type. MaaS360 can also automatically remediate issues based on the company’s security policies. As a true Software as a Service (SaaS) solution. centralized point of control for automating patch management. lifecycle management. scalability and extensibility of Tivoli Endpoint Manager provides significant differentiators in delivering our endpoint management solution. “When an organization logs on to MaaS360. Fiberlink saw a new opportunity to simplify mobile security and endpoint management. Fiberlink needed endpoint management technology that could manage hundreds of thousands of endpoints across hundreds of customers regardless of location. information is available on-demand for compliance reporting.” The solution To build its cloud-based solution.000 endpoints are currently managed on MaaS360 with Tivoli Endpoint Manager. IT administrators can click on the icon to view the reason of the compliance violation in their local language. hardware and software inventory status. administrators can instantly track inventory.” —Chuck Brown.com Solution components: • IBM® Tivoli® Endpoint Manager. it can take the actions based on the information presented. According to Brown. watched as corporations struggled to track and manage a growing number of laptop computers used by employees. In response. status or operating system—all without impacting end user productivity. data and IP networking solutions. Fiberlink created MaaS360—a cloud-based.

” says Brown. this information is based on IBM’s current product plans and strategy.000 a year from improved power management alone. such as USB device management. IBM Corporation Software Group Route 100 Somers. NY 10589 U. “We used Tivoli Endpoint Manager to create a power scheme that would shut down systems not in use overnight and manage transient profiles during the day. While efforts were made to verify the completeness and accuracy of the information contained in this documentation. “The CIO can now track for each building how much is being spent and how much is being saved and we expect that they’ll save in the mid-six figures. IBM shall not be responsible for any damages arising out of the use of. or visit the following website: ibm. creating any warranties or representations from IBM (or its suppliers or licensors). data leak prevention and encryption.” says Brown. For example.com. or altering the terms and conditions of the applicable license agreement governing the use of IBM software.S. “We were able to make very big inroads acquiring customers and presenting more capabilities. “That gives us greater economies of scale while enabling us to rapidly introduce new services. Fiberlink’s solution requires no on-premise hardware—giving it a significant cost advantage over competitors. it is provided “as is” without warranty of any kind. The information contained in this documentation is provided for informational purposes only. Other company. “Our main competitor was constantly looking over our shoulders. or otherwise related to. In addition. delivering six new solutions in just 18 months (a new solution every three months).” says Brown.com/legal/copytrade. BigFix and Tivoli are trademarks of International Business Machines Corporation.com/tivoli/endpoint TIC14183-USEN-00 120 .S. The Tivoli Endpoint Manager client compliance API also has enabled Fiberlink to offer a mobile network admission control (NAC) capability that allows companies to exclude an out-of-compliance laptop from their network. Fiberlink took a significant competitive lead in endpoint management services. now Tivoli Endpoint Manager. product and service names may be trademarks or service marks of others. This contributed to our more than 25 percent annual growth rate over the past five years. “With Tivoli Endpoint Manager. please contact your IBM sales representative or IBM Business Partner. express or implied. ibm. government agency using MaaS360 expects to save nearly $500. this documentation or any other documentation. Nothing contained in this documentation is intended to. Produced in the United States of America August 2011 All Rights Reserved IBM. we can support multiple companies from our cloud-based platform. one U.A.” For more information To learn more about IBM Tivoli Endpoint Manager. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www. registered in many jurisdictions worldwide. nor shall have the effect of.With the product’s scalability and multi-tenant capabilities.” © Copyright IBM Corporation 2011 Fiberlink has also leveraged Tivoli Endpoint Manager to deliver its own extended solutions. which are subject to change by IBM without notice. the IBM logo.ibm.” For Fiberlink’s customers. built on BigFix technology. the benefits include reduced costs and improved IT security.shtml. Please Recycle The benefit By leveraging BigFix technology.

but which could also keep one step ahead and protect the infrastructure against any possible threats in the future. we had to come up with a new approach for the overall security of the CHC network. Solution CHC worked with IBM and ON2IT.” After a brief analysis. it enables CHC to provide near real-time remediation of endpoint issues. but it is easy to imagine what might have happened had this been the case. The solution makes it possible to halt any attempted intrusion before it manages to penetrate the infrastructure and anticipates future threats. Overview Business challenge The Christian Hospital Centre (CHC) boasts a large infrastructure which is spread across a number of different sites. an IBM Tivoli Security Business Partner. “The big advantage of the approach taken by IBM ISS is that it provides us with long-term protection. Sales manager ON2IT. experienced numerous security problems caused by viruses and malware. we had to overcome the infection as quickly as we could so that staff could resume their normal work. convalescent homes and 10 or so polyclinics in the province of Liège. CHC (Christian Hospital Centre) is a care network where cutting-edge technology and top-quality service provides patients with highly effective treatment – with a human face. The effects of these problems included workstations and servers being taken out of service and the need to reboot workstations several times a day. Fortunately. To begin with. Belgium.” says Giovanni Pradelli. the alarm was quickly raised through the IBM account manager of IBM Internet Security Systems (now part of IBM Tivoli). The key aim of the project was to provide a solution that was not only capable of dealing with the crisis. Ahead of the threat “When the Clinic first contacted us. Numerous security problems caused by viruses and malware led CHC to revise its security defences with the aim to protect the infrastructure against any possible threats in the future. IBM implemented a solution for CHC. one of the units at CHC. CHC’s Systems 121 .” recalls Manu Luyten. “we were faced with a dual challenge. Then once that had been done. Saint-Joseph clinic. This resulted in significant general disruption to work at the clinic. In a partnership with ON2IT Belgium.IBM Tivoli Software Case Study Christian Hospital Centre stays ahead of today´s and tomorrow´s threats Using IBM Security Solutions and Tivoli Endpoint Manager to provide a healthy IT infrastructure Made up of six clinics. to build a security solution based on IBM Security Solutions and Tivoli Endpoint Manager. an IBM Business Partner. no critical services were impacted by these incidents. In addition. ON2IT suggested a Proof of Concept that was in line with its usual philosophy: stay ahead of the threat and provide automated visibility and control. in particular by the infamous Conficker worm. In January 2009. As the clinic is a long-established client of IBM.

based on BigFix technology. multi-site protection One of the central points for upgrading the strategy for the CHC network has been the implementation of vulnerability assessment and management solution. To begin with. providing integrated security. there is the IBM Security Solutions (formerly Internet Security Systems) portfolio on the three levels of IT infrastructure: network. “While we were implementing the new system. X-force designs a virtual patch and makes it available very quickly to IBM customers. This is made more difficult by the fact that the threats being encountered today are not necessarily the same as the ones that may crop up tomorrow. any investments we make must be designed to last for a number of years. Offers integrated security.” • Collateral benefits The project provided ON2IT the opportunity to install a totally new technology: IBM Tivoli Endpoint Manager. We have a multi-site network that includes both conventional IT applications. a single agent security and lifecycle management suite for workstations and servers. “Because we are a public establishment. Whenever a new flaw is discovered. configuration management and lifecycle management in a single agent solution. This is much more effective and doesn’t require us to install each new patch immediately. due to 50% reduction in helpdesk calls. Frees up the equivalent of a full-time IT person. Helps anticipate future threats and provides automated visibility and control. Instead of responding to the signature of a virus – which is likely to change at any moment – it reacts to what the virus is trying to do within the environment. endpoints and servers. configuration management and lifecycle management in a single agent solution.” adds Manu Luyten. Second. A number of good examples of this approach were installed within the CHC infrastructure. providing among others: automatic software upgrades. Business Benefits • Enables pro-active security for a heterogeneous multi-site IT infrastructure on three levels: network. security configuration and 2 122 .IBM Tivoli Software Case Study Solution Components Software • • IBM Security Solutions IBM Tivoli Endpoint Manager IBM Business Partner • ON2IT Manager. Which is why IBM Tivoli gives priority to proactive security solutions capable of guaranteeing a healthy infrastructure in the long term.” “Added to this is the ability to benefit from the virtual patching service provided by X-force. built on BigFix technology. there is Tivoli Endpoint Manager. The guarantee that a scanner is constantly monitoring the organization’s infrastructure provides us with great peace of mind. we have found that the solution has enabled us to save personnel resources in the helpdesk team. Better still. “This is especially important in an environment as heterogeneous as CHC’s. We have been able to re-allocate at least the equivalent of a full-time IT person. who is now allocated to other tasks focusing on our core business. the research and development team at IBM ISS. This makes it possible to ensure permanent protection against the potential weaknesses in some software programs.” says Pradelli. we became aware of another benefit not strictly linked to security. change and configuration management. “This tool provides a constant general overview of potential weak spots within our network.” One of the challenges to implementing a security solution is to anticipate future threats. • • Multi-level. endpoints and servers. as well as medical applications. This makes it possible to halt any attempted intrusion before it manages to penetrate the infrastructure. “Integrated asset.

 This applies not only to Windows. hardware and services covering all IT security domains. “ The big advantage of the approach taken by IBM and ON2IT is that it provides us with long-term protection. safely. our users to whom the solutions has been installed are totally unaware of this – except. part of the SAGA Group. development and daily operations. contact your IBM sales representative or visit ibm. visit: www. of course. This is a significant advantage for a client who has to manage such a large infrastructure spread across a number of different sites.” – Giovanni Pradelli. business models like tele-working and outsourcing. simply because that particular vendor has the best solution on the market for the particular need of our client. the antivirus system we installed on the CHC network comes from another vendor. This solution is capable to automate most actions that a helpdesk engineer would otherwise have to execute manually. It should be factored into the initial design of any IT or critical infrastructure solution. innovation and shorter time to market. virtualization. assisting our customers in gaining visibility. can be more safely leveraged for cost benefit. things are going very well and everything is very transparent for users and our helpdesk.” About ON2IT ON2IT.IBM Tivoli Software Case Study hardening. any investments we make must be designed to last for a number of years. We provide highly skilled consulting and managed security services. For example. but also to Linux and Mac. For more information To learn more about IBM Security software. Through world-class solutions that address risk across each aspect of your business. our client is able to quickly upgrade workstations without having to move from one site to another. and confidently adopt new forms of technology. IBM’s offerings include software. all the elements in the security suite are very easily interchangeable.com/be/itsolutions/security/ To learn more about products. This preemptive approach of IBM Security Solutions can allow you to securely. IBM can help you build a strong security posture that positions you to reap the rewards of emerging technology trends. Because we are a public establishment. In fact. not bolted on after the fact. specialises in IT security & lifecycle management.” Openness guaranteed Luyten explains the IBM Tivoli approach: “The IBM security framework offers a high level of openness.be 3 123 . And all this is done remotely and automatically. In fact. Systems Manager Christian Hospital Centre. smart grids. services and solutions from ON2IT. Cloud computing.” Giovanni Pradelli comments on the results of the project: “Now that the implementation is behind us.on2it. Using a very simple central interface. We have observed an astonishing reduction of helpdesk calls of more than 50%. when their workstation started operating again. control and automation over the entire IT infrastructure using next generation security technologies. About IBM Security Solutions Security is intrinsic to your business processes.

© Copyright IBM Corporation 2011 IBM Belgium a b.com and Cognos are trademarks or registered trademarks of International Business Machines Corporation in the United States. ibm.v. other countries. Such trademarks may also be registered or common law trademarks in other countries.shtml Other product. or both. Avenue du Bourget/Bourgetlaan 42 1130 Bruxelles IBM Nederland B. registered or common law trademarks owned by IBM at the time this information was published.V. company or service names may be trademarks or service marks of others. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™).b. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm.S. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. Johan Huizingalaan 765 1066 VH Amsterdam IBM Luxemburg 1 Ceinture Um Schlass HESPERANGE L-5880 Produced in the Netherlands All Rights Reserved IBM.r.l.com/legal/copytrade. the IBM logo./s. Please Recycle 124 .a.p. these symbols indicate U.

3 days. reducing vulnerability windows Atlanta-based SunTrust enjoys leading market positions in some of the highest growth markets in the United States and also serves clients in selected markets nationally. This resulted in long patch and software update cycles.5 percent patch and update compliance rate. North Carolina. Tennessee.800 branch locations and no local IT resources at most of those locations. Georgia. maintain all systems at current patch levels and configuration standards. These issues also made it difficult to provide required compliance data to the security and risk management teams. Florida. a large number of manual patches and poor visibility into what assets were on the network. Overview Challenge Gain visibility into a distributed IT infrastructure. Benefits Maintains a 98. The company operates almost 1. PC and Automated Telephone Banking. supply accurate. Gaining control over a highly distributed environment SunTrust has a highly distributed environment with nearly 1. reduce software patch and update cycle times.673 ATMs in Alabama. Maryland. and the District of Columbia. SunTrust provides customers with a full range of technology-based banking channels. In addition. Arkansas. decreases update and patch cycle times from 2 . Mississippi. including Internet. to maintain vigilance over the software running on its computers and previously undocumented IT assets on the network. timely compliance data to security and risk management groups Solution SunTrust uses IBM Tivoli Endpoint Manager. South Carolina.800 retail branches and 2. Virginia.3 weeks to 2 . reduces productivity losses and human errors through automation 125 . built on BigFix technology. West Virginia.IBM Software Tivoli Case Study SunTrust Banks Improving productivity.

It was a big change for the better when we first installed it. “The solution has become part of the landscape here.” says Jones. SunTrust has installed the solution on over 50.IBM Software Tivoli Case Study “The solution has become part of the landscape here. anti-virus. but has become a standard means for us to keep software at the latest version levels. software packaging and development.” —Ed Jones. and workstation imaging services. works at the nexus of security and systems management at SunTrust. Since then. SunTrust Banks Automating endpoint management Ed Jones.” 2 126 . at SunTrust. built on BigFix technology. Software patch and update management along with asset inventory remain the main services provided by IBM Tivoli Endpoint Manager. senior information planning engineer at SunTrust. Jones has been using BigFix® technology (now IBM® Tivoli® Endpoint Manager) since the company selected the product in 2004 to support its software patch and asset inventory programs. Senior Information Planning Engineer. servers and mobile computers. “It was a big change for the better when we first installed it. software distribution.000 PCs. His responsibilities include execution and oversight of the bank’s patch management. IT inventory. but has become a standard means for us to keep software at the latest version levels.

Risk Management and Compliance groups are the main customers. The entire roll-out process was accomplished in three months with just two people. “It gives us very detailed reports very quickly and easily.” says Jones. “It’s easy to generate reports and we know that the information is going to be complete and accurate.” —Ed Jones IBM Tivoli Endpoint Manager also plays a significant role in inventorying SunTrust’s IT assets and providing compliance reporting.” says Jones. Tivoli Endpoint Manager is also very handy for fast-breaking custom inquiries.000 computers on our network.” 3 127 .5 FTEs (full-time employees).800 locations. It’s very easy to put these together and get results instantly. And we can do this on every computer that runs Tivoli Endpoint Manager no matter where it resides on our network—headquarters or in any of the 1. “A patch or an update used to take two to three weeks to execute. Ongoing management of all these endpoints requires only 1. We can also see if someone has installed non-standard software or a risky peripheral like a wireless router. is reporting to multiple constituencies at the bank.000 endpoints spread across nearly 1.” Along with the many responsibilities Jones has.800 bank branches. “IT.” says Jones. “We now average two to three days to update over 50. “We can see how many computers we have.IBM Software Tivoli Case Study “It’s easy to generate reports and we know that the information is going to be complete and accurate. The solution has brought both speed and visibility to the software update and patch process. and what’s running on them.” Reducing the update cycle by a factor of seven SunTrust implemented BigFix technology (now IBM Tivoli Endpoint Manager) across over 50.

” says Jones.” comments Jones. security incidents and breakdowns that the updates and patches are designed to prevent. “We achieve over 98 percent patch efficiency. We can install updates with virtually no need for end-user intervention. “This includes both system software—mostly Microsoft Windows—and applications that run on our computers.” 4 128 . Tivoli Endpoint Manager gives us outstanding visibility into configuration status of every machine it runs on. an update would generate a surge of calls to the helpdesk.” Jones identifies three major advantages that contribute to these time and labor savings.” Achieving 98 percent patch efficiency Why automated endpoint management? “I can ‘set it and forget it’. and with a user population as large as ours. “Over the years. built on BigFix® technology “We have made great strides over the last few years in moving from reacting to events to proactively staying ahead of the game.” says Jones. This was not true of our previous patch management vendor. we are able to target by groups.” —Ed Jones Reducing the update cycle by a factor of seven is not only good in itself. PatchLink.5 percent compliance with the latest manufacturer recommended configurations.IBM Software Tivoli Case Study Solution components: Software ● IBM® Tivoli® Endpoint Manager. “The Microsoft and application software patches we get from Tivoli Endpoint Manager are ready to deploy the same day we receive them. There were always people who would take a few days to execute an update on their machines. “We used to have to package and test updates before sending them out. We couldn’t do this without this visibility. we’ve brought the segment of our infrastructure equipped with the endpoint management solution up to 98. but it also reduces the window of vulnerability to malware. and the system is fail-safe in that we can override human errors preventing outages. Finally. which added several days to the schedule. We know if something has been installed or not.

was selected for its lightweight infrastructure.800 locations from Florida to Maryland. Finally. but determined that the infrastructure was just too heavy and inflexible. built on BigFix technology. SunTrust will next look to IBM Tivoli Endpoint Manager to help it achieve significant cash savings through PC power management and optimizing software licensing. now IBM Tivoli Endpoint Manager. extensive platform coverage and patch efficiency exhibited during the Proof of Concept (POC) test. “Now we can. minimizing vulnerabilities and maintaining supervision over a large infrastructure spread out over 1. This has made a huge difference in how we approach our work. These extensions are made that much easier to implement and their ROI that much greater with the technology’s single platform approach that does not require any new infrastructure to implement additional capabilities. we really couldn’t see what was going on in regards to Microsoft’s Security standards.” With such great long-term results in asset discovery. Looking Ahead Jones says visibility is the biggest change. software distribution and configuration management SunTrust looks forward to adding more capabilities of IBM Tivoli Endpoint Manager. We couldn’t do this without this visibility. 5 129 .” he explains. patch management. BigFix technology.IBM Software Tivoli Case Study SunTrust also evaluated Microsoft® tools at the time. SunTrust also plans to implement an IBM Tivoli Endpoint Manager relay in its demilitarized zone (DMZ) to extend coverage to roaming laptops while they are off the network. It has really been the key to improvements we’ve made in maintaining standard system configurations. “Before. We have made great strides over the last few years in moving from reacting to events to proactively staying ahead of the game.

For more information
To learn more about IBM Tivoli Endpoint Manager, built on BigFix technology, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli/endpoint You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. Learn about opportunities near you at: www.tivoli-ug.org For more information on SunTrust, visit www.suntrust.com

© Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America February 2011 All Rights Reserved IBM, the IBM logo, ibm.com, BigFix and Tivoli are trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml Microsoft is a trademark of Microsoft Corporation in the United States, other countries, or both. Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.

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IBM Software Tivoli

Case Study

Aircell delivers reliable in-flight Internet access
Overview
Challenge:
Provide in-flight Internet access; but maintaining service reliability was challenging with silo-based management.

How can organizations derive the greatest business value from their complex technological infrastructures? For many companies, the answer lies in shifting their focus from technology to service levels, particularly as seen from users’ perspectives. By delivering services that closely align to customer needs and interests, and continually assuring that target performance levels are met, many companies are achieving business outcomes that would otherwise not be possible. Consider Aircell, a leading provider of inflight connectivity. The company is chartered with enabling communications for customers under exceptionally demanding circumstances—on an airplane traveling at an altitude of 35,000 feet at speeds of up to 500 miles per hour. Founded in 1991, Aircell originally focused on satellite based telephone communications on planes. The company has experienced considerable success in this arena, winning more than 30 patents and developing solutions deployed in more than 6,000 airborne installations. As interest surged for anywhere, anytime Internet access, Aircell responded with its Gogo® Inflight Internet service that turns commercial airplanes into Wi-Fi hotspots. Gogo is currently available on all AirTran Airways and Virgin America flights and on select Air Canada, Alaska Airlines, American Airlines, Delta Air Lines, US Airways and United Airlines flights. With Gogo service, passengers can surf the web, check email, instant message and access corporate virtual private networks from

Solution:
Aircell engaged IBM and IBM Premier Business Partner generationE to implement an Integrated Service Management solution that enables administrators to view end-to-end performance of the entire network, both cellular and terrestrial, in real time and in business context via a network topology map unlike any other.

Benefits:
Ability to support 50x growth in first year; 50 percent reduction in mean time to repair; ability to spot service-affecting problems before they occur and rapidly identify the root cause of issues when they do occur.

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IBM Software Tivoli

Case Study

“With hundreds of thousands of data points a day, there was no way we could have managed the network without Tivoli Netcool software.”
—Gary Sahagun, Network Performance Manager, Aircell

their laptops, smart phones and PDAs. Passengers can select to pay for service via a per-flight, daily, monthly or yearly subscription. Today, Gogo is available on over 1,000 commercial aircraft on more than 3,500 daily flights in the continental United States. “With our Gogo Inflight Internet service, we’ve found a way to make air travel go faster for passengers,” said Gary Sahagun, Aircell’s Network Performance Manager. “But to do this we need to make sure our network performs. The better the performance and throughput, the more passengers can access the network and the happier they are with the service.”

Technical intricacies led to extraordinary project requirements
Delivering complex, data-based services on a moving airplane creates a unique set of challenges. As airplanes move rapidly from departure to destination, they continually change radio access towers to provide the best connection. In delivering its data service, Aircell had managed the underlying technologies in three logical groups: the patented broadband equipment on the planes, a national network of ground-based cell towers, and the Aircell data center, with its servers, routers and the base station controller. However, leveraging this infrastructure to deliver full high-speed Internet access required that the company move from a silo-based approach that focused on each of these groups separately to an Integrated Service Management model in which administrators could view real-time, end-to-end performance of the entire network.

IBM and generationE provide an effective combination
Aircell had set a goal of completing this project within an 18-month timeframe. Any delays could affect the company’s success in this new market. Such an accelerated schedule meant that Aircell had to select carefully, choosing best-in-class technologies and technology partners with proven expertise and deep knowledge of the wireless industry.

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IBM Tivoli Netcool/OMNIbus continually draws network event data 3 133 . control and automation for delivering enhanced services. altitude and flight number for the aircraft along with event information. This has been critical in instances in which the turnaround time between a plane’s arrival and departure is less than an hour. On the map. “Other vendors couldn’t figure out a way to track the aircraft in graphical format. In cases when network equipment on the planes require repair. This map delivers a three-dimensional view of the overall Aircell network from the ground. aircraft icons change color from green to yellow when minor issues arise. Aircell turned to IBM and IBM Premier Business Partner generationE Technologies to implement IBM Integrated Service Management solutions for service quality management. a far more complex situation occurs behind the scenes. air and across the nation with event and performance data delivered in business context to give it real-world meaning. they created a solution and have gone the extra mile to help us achieve our goals.” —Mike Moderski. longitude.” said Mike Moderski. Aircell’s Network Operations Center Manager. Aircell can dispatch technicians to a plane’s destination so that once the plane lands they can fix the problem. IBM and generationE integrated IBM® Tivoli® Netcool® software with a custom-built Google Earth application to create a network topology map unlike any other. administrators can quickly isolate the root cause of problems to minimize the business impact. Aircell A 50 percent reduction in mean time to repair While customers perceive their experience as that of a traditional Wi-Fi hotspot.IBM Software Tivoli Case Study Solution components Software ● ● ● ● ● ● IBM® Tivoli® Composite Application Manager for Transactions IBM Tivoli Monitoring IBM Tivoli Netcool®/Impact IBM Tivoli Netcool/OMNIbus IBM Tivoli Netcool Performance Manager for Wireless IBM Tivoli Network Manager After considering HP and others. These solutions help Aircell to ensure a high-quality customer experience by providing the necessary visibility. Because the solution automatically collects and correlates technical data. Network Operations Center (NOC) staff can simply click on the icon to view the latitude. As the status changes.” Services ● IBM Lab Services IBM Business Partner ● generationE Technologies “Mean time to repair is reduced by about 50 percent because we can arm our vendors with event data and metrics they need to isolate the issue. and to red when critical problems occur. Network Operations Center Manager. “When we presented the idea to IBM and generationE.

with IBM Tivoli Network Manager. IBM Tivoli Netcool/Impact software then correlates this data and feeds it into the topology map to deliver a comprehensive. such as an out of memory condition on a router.” —Joe Yackee. Network Performance Engineer. For example. Aircell can take swift. For example. efficient and informed action to address problems on a prioritized basis. we don’t have to wait for an event to transpire or take time to log into a piece of equipment to see what its status is. And IBM Tivoli Monitoring monitors more than 90 percent of the company’s network servers.” Real-time insight drives growth At the same time. IBM Tivoli Composite Application Manager for Transactions enables staff to run synthetic transactions—such as the purchase process—to identify problems from the user perspective. and then automatically filters and analyzes faults to eliminate event storms. “We also save time because the solution proactively alerts us of any degradation before it results in an outage.” commented Moderski. the IBM Tivoli Netcool Performance Manager for Wireless application collects and processes thousands of performancebased metrics—such as packet air rate. data rate and number of users—from the Aircell Broadband System located on each plane along with data from each of Aircell’s hundreds of cell towers across the country to help operations staff view trends and identify emerging problems. business-centric perspective on service quality and the business impact of problems. bytes transmitted and received. “MTTR [mean time to repair] is reduced by about 50 percent because we can arm our vendors with event data and metrics they need to isolate the issue. IBM Tivoli Network Manager automatically “polls” network equipment to identify in real time any errors. in one instance.IBM Software Tivoli Case Study “For every minute of every flight we can view performance of the network from both the air and from the ground so we can predict the next issues and get there ahead of time. Aircell from the company’s integrated network environments in real time. Through this integrated view. administrators found that transmission rates at one cell tower slowed as more planes 4 134 .

“For every minute of every flight we can view performance of the network from both the air and from the ground so we can predict the next issues and get there ahead of time. “With Tivoli software we can keep up with this rapid expansion and ensure customer satisfaction without having to substantially increase our operations staff. and that figure is climbing daily. “We achieved a 50-fold increase in service usage in the first year. there was no way we could have managed the network without Tivoli Netcool software. operations staff was able to adjust software parameters on the transmission equipment to accommodate the increased demand— before any passenger service was affected. this ability to understand service delivery at every level from its passengers’ perspective rather than a technology perspective has been key to its enormous success.” said Moderski. More than 60 percent of the people who log onto Gogo each day are repeat users.” said Sahagun. Recent surveys have shown that more than 90 percent of respondents were satisfied with their experience using Gogo Inflight Internet service.” said Joe Yackee. Using this information.” 5 135 . to tailor its services and improve the passenger experience. For Aircell. Aircell’s Network Performance Engineer.IBM Software Tivoli Case Study that flew in the area adopted the Gogo Wi-Fi service. such as the percentage of passengers logging in each flight and the types of devices used. “With hundreds of thousands of data points a day. Moving forward the company expects to leverage network usage information.

com © Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers.aircell. NY 10589 U. these symbols indicate U. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. or visit the following website: ibm.generationetech.For more information To learn more about IBM Tivoli software. registered or common law trademarks owned by IBM at the time this information was published. the IBM logo. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm. other countries or both. visit: www. Such trademarks may also be registered or common law trademarks in other countries. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™).com/legal/copytrade.com and Tivoli are trademarks of International Business Machines Corporation in the United States.com/tivoli You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world.com For more information about generationE Technologies. Please Recycle TIC14168-USEN-00 136 . please contact your IBM sales representative or IBM Business Partner. Produced in the United States of America February 2011 All Rights Reserved IBM. ibm. product and service names may be trademarks or service marks of others. Learn about opportunities near you at: www.A.tivoli-ug.S. visit: www.shtml Other company.org For more information about Aircell.S.

IBM Client Success Stories Smarter Physical Infrastructure 137 .

where they were scanned into our client’s financial system. and employs the approximately 100 electricians. Smart is. 138 . These jobs number in the thousands. which then had to be printed out and posted to a different site. ABB SEV used the service module of its BAAN ERP software to handle asset management. and integrated it with ABB Group’s SAP financial system. It has exclusive responsibility for maintenance. As a result. About 87 percent of the maintenance work we were doing was corrective and only 13 percent preventative. “The main problem was that we have a very complex workflow structure – every time a maintenance job is performed by one of our staff. getting an overview of the maintenance that had been performed on any given machine was very difficult. With the help of Sigma and another external provider. Leveraging real-time heuristics to gain insights into the common causes of mechanical failures on ABB’s factory floor. “The solution worked for us up to a point.. ABB Service Ludvika (ABB SEV) provides maintenance and logistics services for one of ABB’s manufacturing plants. so we have to repair and inspect many different components every day. The group employs about 130. and engineers responsible for carrying out the preventative and corrective maintenance that keeps the manufacturing machinery running smoothly. of whom around 700 work for ABB Service. an arm of the company that provides maintenance services for both the products that ABB Group sells and the machinery used to make them.Let’s build a smarter planet Industrial Products ABB Service Ludvika moves to a proactive maintenance model Gaining new insights into asset management with help from Sigma ABB Group is an industry leader in the manufacture of power and automation technologies. and our BAAN solution simply wasn’t set up to handle all the data we generate. We didn’t want a situation where technicians are waiting around with their toolboxes until something breaks – we wanted to take a more proactive approach. automation technicians. “We were generating over 40 individual invoices per day. but definitely not ideal for asset management and maintenance. The need for a new solution Between 2005-2009. logistics and environmental issues at the plant.000 people. ABB SEV migrated from a BAAN solution to IBM Maximo Asset Management. ABB Service Ludvika (ABB SEV) provides asset management services for one of ABB’s manufacturing plants. Site Manager at ABB Service Ludvika. “The ABB plant in Ludvika has a large number of complex machines. and serves utility and industry customers in around 100 countries.. “It was a good production system for the client’s manufacturing processes. The company wanted to streamline its paperbased invoicing process and improve its proportion of preventative to corrective maintenance – which meant finding a new asset management solution. it needs to be entered into the asset management system.” continues Dan Petersson. but only after heavy customisation.” says Dan Petersson.” The company also decided its old maintenance processes were too paper-heavy.

maintaining greater than 95 percent availability for critical production-line machinery. Building a partnership “When the time came to upgrade the old system. with SAP automatically handling the invoicing aspects. helping engineers take action with predictive maintenance before faults arise. Maintenance is now a seamless end-to-end process: Maximo work orders automatically create collective monthly invoices in the SAP ERP system and transmit them to the client for payment. we developed an integration platform for the company’s SAP ERP systems.” explains Göran Olausson. and I was very impressed by his team’s technical expertise.” says Göran Olausson. In order to achieve this. creating a complete history of all faults detected and maintenance work performed. “With the help of another external provider. meaning that the work order process now begins and ends in Maximo. After a complex procedure. it made billing a very humanintensive process that created a large amount of bulky paper records. ABB SEV needed to implement a customised. ABB SEV can leverage real-time heuristics to identify the combinations of factors which lead to mechanical failures. and decided that IBM Maximo Asset Management was the ideal solution to help ABB SEV reduce its paper invoicing and achieve better information integration. which could be damaged or misplaced. • Increases the preventative-tocorrective maintenance ratio by 27 percentage points. Key Account Manager for ABB Service at IBM Business Partner Sigma. ABB SEV migrated its asset data to Maximo.” The company wanted to go paper-light and improve its proportion of corrective to preventative maintenance.” Smarter Maintenance Smarter prioritization of asset management with Maximo Instrumented Technicians on the ABB factory floor enter maintenance data about over 7. Interconnected Intelligent 139 .Let’s build a smarter planet Industrial Products Business Benefits Leverages real-time heuristics to identify the combinations of factors which lead to mechanical failures. ABB SEV approached us to investigate the alternatives.” “The biggest problem that ABB SEV wanted us to address was the excessive amount of invoicing generated by its legacy system. • “This was very frustrating for both sides.000 assets directly into Maximo. but close collaboration with Sigma ensured everything went very smoothly. powerful and costeffective asset management solution that could streamline its workflow processes. we linked both systems together electronically. “Sigma’s Project Manager really pushed the work forwards.” With the help of Sigma and another external service provider. “Many people underestimate the complexity of integration projects. “We surveyed the products available on the market. • Eliminates paper-based processes with automated electronic invoicing – saving thousands of hours each year. and take action with predictive maintenance before faults arise.” comments Dan Petersson.

however. helping ABB SEV to go paper light. we no longer have to go through the laborious process of printing out individual invoices and scanning them into the SAP system manually. or even purchase a new machine. By seeing what the common causes of breakdowns are. we can now send collective invoices to our customer at the end of every month. the cost savings are significant!” “Currently. Using the Maximo Start Centers. ABB Service Ludvika Enhancing maintenance processes Savings from reduced invoice printing have not been the only benefit. “Thanks to the IBM solution. which has helped us cut down on timeconsuming administrative tasks. “With Maximo. “Currently. In fact. Site Manager. The insights we’re getting are so useful. then on to the customer. and make better decisions about how to increase availability while reducing expenditure. we’re planning to make more engineering resources available to analyse the data. “Maximo required very little customisation. we have 7.000 manually-processed invoices per year to just a few for external customers – so as you can imagine.” says Dan Petersson.” continues Dan Petersson. we have such a rich base of statistics now that we have a member of staff dedicated to QlikView report analysis. However. because the two systems are connected. and make better decisions about how to increase availability while reducing expenditure. we can drill down into the maintenance data to discover which individual machines have the highest maintenance costs. We’re now able to analyse the information we enter into Maximo to deliver valuable insights that are helping us to identify root causes. “The positive impact that the IBM Maximo solution has had on our maintenance processes is significant. predict faults.Let’s build a smarter planet Industrial Products Cutting out the paperwork Solution Components Software • IBM Maximo Asset Management Sigma IBM Business Partner • Now the company uses Maximo as its asset management program. Likewise. our SAP and ERP systems are now electronically linked. For example. straight through processing and automation have been massively increased. and prioritise our maintenance workload more effectively. Using the Maximo Start Centers. we might recommend that the ABB plant should replace some of its key components. it’s all routed automatically to our SAP software. we can drill down into the maintenance data to discover which individual machines have the highest maintenance costs.000 unique production equipment items in Maximo.” — Dan Petersson. 140 . if a particular machine is old and keeps suffering expensive faults. an increase of 27 percentage points. it has changed the way we work in a positive way.” This integration of information has had a dramatic effect on the proportion of corrective to preventative maintenance – 40 percent is now preventative work based on predictions informed by Maximo. the more we’re able to start seeing patterns in the data. and we hardly had to change our process workflow at all. We’ve gone from 15. we can make suggestions that can prevent common faults occurring.000 unique production equipment items in Maximo. “The more information we collect. we have 7.

ibm. © Copyright IBM Corporation 2011.sigma. program or service may be used instead. contact your IBM sales representative or visit ibm.shtml.se/en. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. the IBM logo.” For more information To learn more about IBM software. Photographs may show design models. Other company. A current list of other IBM trademarks is available on the Web at “Copyright and trademark information” at http://www. or service marks of others.” concludes Dan Petersson. program or service may be used. All Rights Reserved. To learn more about Sigma. visit www.com To learn more about ABB Service. visit www. registered in many jurisdictions worldwide. References in this publication to IBM products.com. IBM.com. program or service is not intended to imply that only IBM’s product. programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. or new and used parts. the hardware product may not be new and may have been previously installed. and there are great prospects for further improvements to the cost-effectiveness of our asset management. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. Any reference to an IBM product.abb. Regardless. October 2011. Any functionally equivalent product. ibm. IBM warranty terms apply.“In all. I am extremely pleased with the IBM solution. IBM Svenska AB SE-164 92 STOCKHOLM Sweden Produced in Sweden. and Maximo are trademarks of International Business Machines Corporation. In some cases. This publication is for general guidance only.com/legal/copytrade. “We now have a streamlined system that helps us maintain 95 percent technical availability across the site. Please Recycle IDC03011-SEEN-00 141 . product or service names may be trademarks. IBM hardware products are manufactured from new parts.

so that scientists can do their work. New York. The BNL’s 2.000 guest scientists must be kept warm in the winter and cool in summer. carpenters and cabinet makers. Armed with knowledge of how small particles interact. Peter Eterno’s goal is to take care of the 52-acre site in Upton. electricians. other scientists are fabricating new structures that might one day be used to provide energy.750 employees and 4. electricity and telecommunications. Matter is breaking up at Brookhaven National Laboratory (BNL) but no one has to worry about fixing it. BNL has its own fire and police departments. The solution The lab chose an IBM® Maximo® Asset Management solution that enables automated workflow and data tracking with enhanced reporting and mobile work management capabilities. It’s all in a day’s work for one of the Department of Energy’s crown jewels of scientific exploration. Facilities Operations has 700 employees engaged in keeping BNL working properly. which include 29 miles of paved roads and 12 miles of sidewalk.Brookhaven National Lab raises productivity using IBM solution Smart is… The need Brookhaven National Lab needed a facilities management solution to enable higher productivity and accurate budgeting data for a 52-acre facility with 348 buildings. steam fitters. The machine that does this is the first that humankind has built to reveal what the universe looked like in its first few moments. Peter is manager of the Facilities Operations Center. water treatment workers and all the other specialists who are needed to keep a small city working. Peter’s job is to make sure that heat and cooled air are flowing as needed as well as water. Scientists are smashing gold ions together at the speed of light to see how their components—quarks and gluons—take shape. 142 . What makes it smarter Automatically generating and tracking work orders and comparing the results against KPIs has enabled the maintenance staff to improve their productivity by 32 percent The result 51 to 30 ratio of preventive to corrective maintenance indicates that the facility spends more time preventing emergencies than fixing them. sheet metal workers. which maintains the BNL’s 348 buildings and their surrounding areas. Elsewhere at BNL synchrotron radiation is probing the fine structure of matter. and its own fire and police departments. including plumbers.

The information received from Maximo is used to determine what buildings are demolished and replaced. and of that 51 percent is preventive. generate work orders. ● Thirty-two percentage point improvement in productivity BNL moved to Maximo some years ago after having used Datastream MP2 for five years. BNL performs a total of 35.6 billion USD. all the workflow and documentation involved in maintaining a physical infrastructure with an asset value of 1. Interconnected Intelligent 143 . generate assignments and track them over time Web browser-based solution connects staff with management and provides visibility into work management system and ability to analyze results In order to ensure that BNL is more proactive than reactive on repairs. and for the preventive maintenance that helps him get the most value from the life cycle of the BNL’s assets. “I saw that only 50 percent of work orders were being completed. all preventive maintenance is scheduled and performed using Maximo. Being web browser-based.” At first the data presented a wake-up call. all my managers and their trade people can access the data they need and perform better at their jobs.” says Peter. Maximo has been improved over the ● Smarter facilities operations: Computerized maintenance management system boosts productivity and saves costs Instrumented A PDA is used to indicate all defects that have to be fixed.000 work orders per year. BNL is able to push workers towards the right facilities to keep BNL in the condition it has to be in according to what the Department of Energy determines is mission critical. “But it was a client server application.000 USD saved in clerical work that has been eliminated by Maximo To help him manage the department. Knowing how many work orders there are per facility. and you had to come to where it was available. Peter relies on IBM Maximo Asset Management for the workflow that makes service calls efficient and timely. “Datastream was good for printing out work orders.” says Peter. upload those in Maximo. Maximo offers a computerized maintenance management system [CMMS] that is more of a management tool. up from 50 percent) 20 full-time employees repurposed to higher value tasks 240. “I started to use Maximo to manage my whole operation.Business benefits ● 32 percentage point increase in productivity (82 percent of work orders completed.

I’m able to push my workers towards the right facilities to keep BNL in the condition it has to be in according to what the Department of Energy determines is mission critical. costs and the number of work orders in each priority. “You always want preventive maintenance to be higher than corrective because it means that you’re not spending all your time putting out fires. based on knowing how many work orders I have per facility.” says Peter.” The Department of Energy requires facilities inspections to determine the condition of buildings. 144 . BNL performs a total of 35. Eterno tracks and trends the response time. Corrective maintenance accounts for 30 percent and 19 percent is project work. Priority one work needs to be done within 48 hours. Maximo has helped us improve our productivity by about 32 percentage points. IBM Business Partner ● VFA Fifty-one percent preventive maintenance In order to ensure that his department is more proactive than reactive on repairs. The information gathered through VFA inspections integrates with the Maximo tool through VFA AssetFusion.000 work orders per year. And we use information we get from Maximo to determine what buildings we’ll demolish and replace. for instance. “Also. and priorities two and three have longer time frames. Massachusetts. Using KPI modules in Maximo.” All of the work is prioritized. BNA turns to IBM Business Partner VFA based in Boston. Peter makes sure that all preventive maintenance is scheduled and performed using Maximo. For this. VFA facility is the software tool used and VFA’s service arm helps to actually perform the inspections.” says Peter. Now in the most recent year we completed 82 percent of work orders. and of that 51 percent is preventive.Solution components: Software ● ● IBM Maximo® Asset Management IBM Maximo Mobile Work Manager years. and the better the tool. the more you can use it to manage your operation. “I can go back from year to year through the KPIs and to determine what percentage of work orders in priority one are being completed and what is the average response time.

” says Peter. I’m getting better data because the person who did the work enters the data. “Stakeholders also get much more timely information for making decisions. “Since Maximo interfaces with email servers.” he says. and hand the paperwork over to a clerical person. People would forget how many hours they worked and hours were lost. “Does Maximo help? Without a doubt!” 145 .” —Peter Eterno. Using Maximo Mobile.Saving 240. workers used do the job. who used to take paper work order forms from the field staff and process them can now work on higher value tasks. or 240. manager. “Formerly.” Not only does the mobile system provide more accurate data. eliminating paper reports and getting out the work that otherwise would require four full-time employees at 60. Facilities Operations Center. I can distribute the reports automatically. Now the individual does the work and completes the work order on a PDA device. “We can use the PDA to indicate all defects that have to be fixed. Brookhaven National Laboratory BNL uses Maximo to automate reporting to its internal stakeholders so that they have easy email access to information on the maintenance status of their buildings and can track that information by number and priority of service calls.” says Peter. look at my productivity and determine my budgets.000 USD annually.” Twenty full-time employees reassigned to higher value tasks One of BNL’s most recent successes is the implementation of IBM Maximo Mobile Work Manager to eliminate paper work orders and enable workers to input their own information when they are on the job. upload those in Maximo.000 USD in clerical work “I use Maximo to manage my workflow. “I’m happy because I can see that our money is going into a higher level of productivity and better quality. generate assignments and track them over time. Peter’s staff is doing safety inspections.” says Peter. then write their comments down on a piece of paper. generate work orders. it is also helping to improve the department’s productivity because 20 full-time employees.000 USD each. “Data got lost and corrupted. fill out a time card.

They focused this case on an extensive review of Maximo’s capabilities to address their Tier 1 requirements. proven mobile solution architecture and consolidated infrastructure. corrective action tracking. Representatives from all parts of the Laboratory participated in the decision making and vetting of these new solutions. coupled with support from the Facilities Management team and the new end users. giving them oversight and reporting into all processes related to safety inspections. facilities support activities. Additionally. 146 .The inside story: getting there Top-down and bottom-up support BNL’s decision to adopt a Maximo solution was a combination of top-down support from the CIO and head of Enterprise Applications. Part of these requirements included integration with the BNL’s existing systems such as PeopleSoft HR. Emphasizing the vision of a Laboratory-wide process engine When considering its choice of a facilities management solution. senior management found the vision of a Laboratory-wide process engine very attractive. Senior management put a high value on the cost avoidance of a preintegrated solution. the Facilities Management team brought senior management into the decision-making process and got buy-in for IBM Maximo Asset Management by presenting a strong case for system and process consolidation. The Lab sponsors were careful to show that the recommended new solutions would address both immediate business requirements while providing a foundation for future growth and innovative expansion. fleet management and work management in the scientific program areas.

com Additionally. these symbols indicate U. Such trademarks may also be registered or common law trademarks in other countries.com/legal/copytrade. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™). registered or common law trademarks owned by IBM at the time this information was published. improved total cost of ownership and return on investment. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm.vfa.A.gov For more information on VFA.com and Maximo are registered trademarks of International Business Machines Corporation in the United States. company or service names may be trademarks or service marks of others. visit: ibm.bnl. Also.shtml Other product. visit www. or visit us at: ibm. Produced in the United States of America August 2010 All Rights Reserved IBM.S. protection from technology obsolescence.For more information Contact your IBM sales representative or IBM Business Partner. the IBM logo. This case study is an example of how one customer uses IBM products. financing solutions from IBM Global Financing can enable effective cash management. more energy-efficient solutions.com/software/tivoli/products/maximo-asset-mgmt/ For more information on Brookhaven National Laboratory.com/financing © Copyright IBM Corporation 2010 IBM Corporation Software Group Route 100 Somers. There is no guarantee of comparable results. our Global Asset Recovery Services help address environmental concerns with new. or both. For more information on IBM Global Financing. visit: www. other countries. New York 10589 U. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates Please Recycle TIC14106-USEN-00 147 .S. ibm.

environmental responsibility. This environmentally sustainable approach to waste disposal offers significant benefits to the global community—reducing the volume of waste by 90 percent and eliminating one ton of carbon dioxide for every ton of waste processed. Two of the biggest culprits: our continually increasing reliance on fossil fuels and the escalating volume of refuse created. Covanta owns and/or operates 64 energy generation facilities including 45 Energy-from-Waste (EfW) facilities. the answer is in taking trash and turning it into clean. The company’s facilities have converted more than 340 million tons of trash into energy. health and climate changes. 148 . Covanta-operated facilities convert more than 20 million tons of trash annually into 9 million megawatt hours of electricity and 10 billion pounds of steam sold to a variety of industries. renewable energy to power 20 million homes a year and offsetting approximately 340 million tons of greenhouse gases—the equivalent of planting nearly 8 billion trees. generating enough clean. Turning waste into watts For executives at Covanta Energy. What Makes it Smarter Ability to correlate thousands of points of data from sensors helps staff to uncover potential problems and implement repair strategies before safety. reliability and operational efficiency. renewable energy. But as the world faces a growing industrialized population—expected to increase 50 percent in next 30 years—what can be done? The Solution Covanta worked with IBM to implement an asset management and maintenance system that increases the ratio of preventive to corrective maintenance and enables the sharing of best practices across facilities. Some scientists predict that if we stay on our current course we will irreversibly damage our planet’s environment within the next 30 years—leading to serious economic. environmental compliance and operations are compromised.TM Covanta offers new approach to address world’s energy needs Overview The Need Covanta needed a consistent approach to asset management and maintenance that would help it maintain its reputation for safety.

including work orders. to air quality controls and environmental management systems. Through the use of IBM® Maximo® Asset Management software. asset conditions. “This is significant given that the Energy-from-Waste industry is very closely monitored and regulated by many groups and government agencies.” Covanta currently works with IBM to help it maintain and manage assets across its facilities. So how we manage and maintain our assets requires a proactive approach that enables us to predict issues before they affect our operations. The solution correlates thousands of data points to help staff to identify trends and implement preventive strategies before operations are affected. it’s no surprise that for company executives how Covanta operates is as important as what it does. saving potentially thousands of hours of work.” To gain this reputation the company has made significant investments in its asset management and maintenance program. environmental excellence. inventory strategies and best practices across all facilities. the company has a single platform from which to manage its more than 53. “Our facilities have a well-earned reputation for their commitment to safety. Covanta Energy. to generators and cooling systems. their conditions and work processes along with nearly 100. and more is captured and tracked from a single platform.000 enterprise assets. enabling staff to stay ahead of asset failures Achieved a record average facility availability of 91. Interconnected Intelligent 2 149 .. preventive strategies. compliance and reliability Instrumented Asset and maintenance data. “It creates confidence for our clients and for the industry.000 inventory items. Vice President. “Our goal is to deliver the safest. These assets include everything from cranes and combustion chambers.” says Steve Toth Jr.” says Toth. environmentally compliant and most reliable performance.6 percent with some facilities attaining 96 percent availability 10 percent reduction in total downtime hours (both scheduled and unscheduled) with a 22 percent reduction in unscheduled downtime Received OSHA Voluntary Protection Program Star site status at 32 Covanta facilities1 Given the company’s commitment to address some of the world’s most critical challenges.TM Creating world-class operations Business Benefits ● 400 percent increase in preventive/ proactive work orders. reliability and efficiency. CMRP. Covanta asset and maintenance staff can share job plans. inventory. Maintenance/Asset Reliability. ● ● ● Smarter Utilities: Maintaining safety.

” Predicting problems before they impact operations According to Toth. Doing so enables the company to determine whether it’s more cost-effective to repair or replace a particular asset.” —Steve Toth Jr. We easily save hundreds. Covanta Energy The company maintains about 19. of hours preventing people from reinventing the same work. “We’ve acquired different facilities over the years. Maximo enables us to manage all the different pieces and parts and share best practices across our facilities. if not thousands. a huge challenge in managing any type of facility is “making sense of all the data” to identify possible patterns or trends. such as turbine generators.. processing about 230. air quality control and environmental management processes. 3 150 .TM Solution Components: Software ● IBM® Maximo® Asset Management “The use of IBM Maximo Asset Management software is helping us achieve our mission of generating clean renewable energy and a sustainable future for our client communities. each having different manufacturers. facilities staff has to track more than 6. This integrated approach was critical if the company was to efficiently and effectively manage all its facilities. With IBM Maximo software this job has become easier. Financial information stored in Oracle PeopleSoft software is integrated with the system so staff can track costs over the lifetime of each asset. Maintenance/Asset Reliability. and pumps. “The use of IBM Maximo Asset Management software is helping us achieve our mission of generating clean renewable energy and a sustainable future for our client communities. induced and forced draft fans. IBM Maximo Asset Management software helps engineers to consolidate and correlate these data points to uncover any abnormal or unexpected conditions before the equipment even displays a problem. For example.000 preventive maintenance work orders and 12. Relevant documents—such as equipment photos.000 vibration data points alone on critical rotating assets.000 corrective and preventive maintenance work orders annually. Vice President. Corrective work orders can then be dispatched and tracked through the system to help staff confirm resolution.500 job plans in IBM Maximo Asset Management software. CMRP. different configurations and different business approaches. Any variation from normal vibration patterns could signal an issue that if left unchecked could cause equipment outages and affect combustion.” says Toth. manuals and materials lists—are attached to each work order so maintenance crews have all necessary information at their fingertips.

over the last two years. In fact. IBM Maximo software not only supports routine testing of air quality control equipment to help confirm compliance but also enables staff to manage corrective procedures when necessary.TM “Last year alone. we realized a 10 percent reduction in total downtime hours (both scheduled and unscheduled) with a 22 percent reduction in unscheduled downtime.” —Steve Toth Jr. This helped us to achieve a record average availability of our facilities of 91.6 percent—with some facilities achieving 96 percent availability—even as we processed a record 16.” says Toth. the software has helped Covanta staff to correlate data from different facilities to pinpoint failures of specific parts under certain environmental conditions or identify assets that have a high failure rate. And because new information is added daily. “Last year alone. we can make better business decisions that help us to improve the reliability of our operations while reducing costs. I could not imagine achieving this without Maximo and a world-class team of professionals. As a participant in OSHA’s Voluntary Protection Program (VPP)—32 of its facilities are currently OSHA VPP Star sites with more being added— Covanta uses IBM Maximo software to manage safety-related work along with VPP certification requirements. Likewise. “With IBM Maximo Asset Management software. This insight is critical in supporting the company’s new Root Cause Analysis Program. the company has grown its proactive programs about 400 percent. From an environmental perspective.22 million tons and increased our throughput capacity to 19 million tons of waste. The company’s safety and environmental compliance programs have both benefited from Covanta’s preventive maintenance program.” 4 151 . we realized a 10 percent reduction in total downtime hours (both scheduled and unscheduled) with a 22 percent reduction in unscheduled downtime. which helps staff to track any issues and develop and implement strategies to prevent recurrence. continuous monitoring of emissions is critical for Covanta to meet its air quality and permit requirements. staff can accurately assess which strategies are working and where program enhancements are required.

it can be difficult to ensure that the right parts are at the right location at the right time.000 inventory items. valued at tens of millions of dollars.” says Toth. which represents a significant dollar value that goes directly to the bottom line. Work is underway at Covanta to automatically feed testing.” explains Toth. “In the last six months alone. This will put us in a strong position to continue to improve our operations—maximizing profitability while ensuring the safety. “We started using the basic capabilities and are now providing our teams with access to many more modules. Predefined action plans will then trigger work orders when equipment is operating outside of normal specifications or when conditions dictate (e.TM Reducing inventory costs With more than 100. Additionally. new handhelds using IBM Maximo Mobile Work Management will help operators capture and access information in the field—saving time and increasing staff productivity. “IBM Maximo software continues to pay for itself many times over. it’s only the tip of the iceberg. “IBM Maximo is an extremely powerful platform.. diagnostic and log data directly from equipment sensors into IBM Maximo software—replacing manual processes and enabling the company to move from a time-based to a conditionbased maintenance program.” 5 152 . To help facilitate this. Covanta uses IBM Maximo software to link its inventory parts with the corresponding assets so technicians can easily view what parts are needed and where they are located. we’ve been able to reduce our inventory value upwards of 8 percent.g.” A model for continuous improvement Toth emphasizes that while considerable benefits have been realized to date. And this is just the beginning. changing engine oil on an asset after a certain number of runtime hours). What’s more this process has helped the organization to identify a number of extra or obsolete parts that have been sitting on the shelves for many years. reliability and availability of all our facilities.

There is no guarantee of comparable results. ibm.shtml Other company. A current list of IBM trademarks is available on the Web at ibm. Please Recycle TIC14105-USEN-00 153 . or service names may be trademarks or service marks of others.com/legal/copytrade.com. Produced in the United States of America April 2010 All Rights Reserved IBM.A. or both. registered or common law trademarks owned by IBM at the time this information was published. NY 10504 U. product.com © Copyright IBM Corporation 2010 IBM Corporation 1 New Orchard Road Armonk. This case study illustrates how one IBM customer uses IBM products. the IBM logo. Maximo and Tivoli are trademarks or registered trademarks of International Business Machines Corporation in the United States. the planet icon.com/tivoli For more information about Covanta Energy.S. Smarter Planet. other countries. Such trademarks may also be registered or common law trademarks in other countries.covantaholding. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. 1 As of January 2010. indicating U.For more information To learn more about how IBM can help you transform your business.S. These and other IBM trademarked terms are marked on their first occurrence in this information with the appropriate symbol (® or ™). visit: www. Visit us at: ibm. please contact your IBM sales representative or IBM Business Partner.

IBM Rochester, MN implements solution for Smarter Buildings
Gains economic, operational and environmental benefits

Smart is...
Integrating building, infrastructure and enterprise systems to promote sustainable and cost-effective operations.
Through a joint effort of IBM Global Business Services, IBM Software Group and IBM Alliance Partner Johnson Controls, IBM’s solution for Smarter Buildings delivers new economic, operational and environmental benefits to IBM facilities. The integration of asset and service work-order management with energy and sustainability management analytics is a key enabler for reducing energy use and carbon emissions, and for sustaining these reductions. A five percent year-over-year incremental energy savings is expected for a facility that has undergone years of energy efficiency improvements, and observations in the pilot indicate an eight percent annual savings from the equipment’s operating costs.

With rising energy costs and the overall economic environment, commercial property owners are faced with a significant challenge: maintaining reliability and efficiency of their facilities while demonstrating environmental responsibility. It’s a challenge that IBM is all too familiar with. IBM operates hundreds of facilities in support of its global operations. Over the years, the company has taken a leadership role in implementing energy conservation and building management practices that promote sustainable and cost-effective operations. Today, using its solution for smarter buildings, IBM is gaining a new level of economic, operational and environmental benefit. “We’ve been focused on energy management for many years,” says John DeMarco, director, Real Estate Operations for IBM. “From an operational perspective, we’ve made many targeted investments in energy efficiency. We have installed high-efficiency instrumentation as well as advanced sensor and metering technology along with undertaking a long list of other conservation actions. We’ve also educated employees on how changes in the way they work could have a big impact on reducing the demand for energy. To continue to achieve year-over-year improvement in conservation, you have to develop new and innovative approaches. We need to capture data and effectively communicate new insights that change behaviors and that is what the solution for smarter buildings delivers.”

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Business benefits

The solution—which combines the company’s software, research and services expertise together with industry-leading business partners—enables IBM to better achieve the following:

Reduces energy consumption and carbon emissions with an estimated five percent year-over-year incremental energy savings for a facility that has undergone years of continuous energy efficiency improvements Delivers an eight percent annual savings from the equipment’s operating costs based on pilot program observations Improves asset reliability and longer asset lifespan Decreases operational costs by streamlining problem diagnosis and resolution and improving staff productivity

Manage energy use, lower costs and decrease emissions by monitoring and analyzing heat, air conditioning and power consumption Maintain equipment proactively, identifying emerging problems and trends to prevent breakdowns and confirm that critical assets will work as needed Lower maintenance and building management costs and extend asset life through preventive maintenance, greater insight into asset conditions and automated notification when assets are performing outside of specifications

IBM’s Rochester, Minnesota campus is one of the first IBM campuses to benefit from this new capability. The Rochester campus consists of 3.2 million square feet of space and has over 35 interconnected buildings, including manufacturing facilities, testing labs, office buildings and a worldwide data center. It is the sixth-highest energy user in IBM’s global facilities portfolio, making it an ideal location to launch this program.

Smarter Buildings:

New insight, analytics drives sustainability and savings
Instrumented Sensors, meters and instruments monitor operations of facility assets, energy use, equipment conditions, systems performance and environmental conditions The integration of instrumentation, metering, control systems and asset management systems gives a top-down and bottom-up view of facility performance, energy use and costs, and carbon footprint Advanced analytics detect and diagnose faults, deliver insight into how to save money, and help staff predict problems before building performance and occupants are affected

Interconnected

Intelligent

2

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Solution components:
Software
● ●

● ●

● ●

IBM® Mashup Center IBM Maximo® Asset Management solutions IBM Tivoli® Access Manager IBM Tivoli Data Warehouse and Monitoring IBM Tivoli Netcool®/OMNIbus Johnson Controls® Metasys® Building Management System Johnson Controls Sustainability Manager™/EnNet Johnson Controls Dashboard & Mash-Up Widgets

“The driving force behind Rochester’s installation of the solution was to reduce energy and maintenance costs,” says Bob Maroo, manager, Global Process Optimization, Real Estate Site Operations (RESO), IBM. “The solution for smarter buildings enables us to see cost reduction opportunities faster and helps us to improve the overall efficiency and reliability of our assets.”

Integrating information leads to new insight
The solution, implemented by IBM Global Business Services®, IBM Software Group and IBM Alliance Partner Johnson Controls®, integrates an enormous amount of data from the Johnson Controls Metasys® building management system, electrical meters, IBM® Maximo® Asset Management software and outdoor temperature and humidity gauges. The data is consolidated into a common repository for effective, intelligent analytics and decision making. The initial phase of the project integrates information from 87 of the site’s largest and most heavily used air handling units as well as lighting and perimeter heating in three buildings. It provides insight into valve and damper positions (e.g., open or closed), motor operations, temperature and speed, and other equipment and environmental parameters. During the second phase of the project, staff will expand this implementation to include operational data from a total of 254 air handling units. Future phases will incorporate data from hundreds of other facility assets, including boilers, compressors, chillers, pumps, steam traps and air cooling towers.

Services

● ●

IBM Global Business Services®— Smart Buildings solution implementation IBM Software Group Johnson Controls Systems & Integration Services Johnson Controls Energy & Sustainability Solution Services

IBM Business Partner

Johnson Controls

“The solution for Smarter Buildings will help us find and address opportunities that were previously invisible to us.”
—John DeMarco, Director, Real Estate Operations, IBM

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“The only thing we’re going to be limited by is our imagination. The solution for Smarter Buildings has a lot of power, and the more rules we develop the more productivity we can drive.”
—Bob Maroo, Manager, Global Process Optimization, Real Estate Site Operations, IBM

Data analytics and optimization software measure and record operational performance against standards (rules), highlighting variances as they occur. If a variance is detected, a service request is automatically generated and the appropriate personnel are notified. For example, if the outside air temperature is above 70 degrees and a heat valve is open on one of the air handlers, thus heating a building unnecessarily, maintenance staff can be quickly alerted and dispatched to resolve the issue. Previously, maintenance staff would only become aware of this issue when a building tenant called to complain about the temperature. Comprehensive dashboards provide corporate and site managers, engineers and maintenance staff with real-time visibility into operations. Integrated security and single sign-on capabilities help confirm that staff members can only access the information pertinent to their area of responsibility. “We have excellent instrumentation at our location,” says Maroo. “With the solution, we can now interconnect our data and add intelligence to better manage our resources, improve the reliability of the building and optimize the use of energy.”

Improving operational productivity
The integration of asset and service work-order management with energy and sustainability management analytics is a key enabler for reducing energy consumption and carbon emissions, and for sustaining these reductions over time. In fact, the organization estimates a five percent year-over-year incremental energy savings for a facility that has undergone years of continuous energy efficiency improvements.

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“It has been a tremendous team effort. Each team member from IBM and Johnson Controls brings something to the table. It’s a great example of how bringing together the right expertise can enable innovation.”
—Bob Maroo

Additionally, initial observations of the equipment in the pilot have indicated an eight percent annual savings from the equipment’s yearly operating costs. However, it is important to note that IBM has very mature energy and equipment management processes. A company with less mature processes could experience higher savings. Maintenance productivity will also be realized as the quality of the overall infrastructure improves. The organization is now able to systematically monitor and benchmark asset performance in ways that will add new insight into how to enhance maintenance productivity. As a result, facility personnel can identify opportunities sooner than they would normally find them, and in many cases, they are finding opportunities that may have never been detected. “The solution for smarter buildings will help us find and address opportunities that were previously invisible to us,” says DeMarco. “Over time, we expect to enhance our energy management system, as well as gain maintenance productivity through better information and less diagnostics.”

Improving asset reliability and lifespan
While energy savings is a key goal, the solution’s ability to prevent asset failures is also a top priority. “There are a number of critical spaces in our buildings, including data centers and manufacturing lines,” says DeMarco. “Energy savings is important, but maintaining high reliability and uptime of our critical spaces is our first priority. Our business requires uninterrupted services from our building management process.”

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Through the solution, maintenance staff is automatically alerted of any emerging problems so they can take action before operations are impacted. For example, if a motor on one of the data center’s air handlers is running hot, the system immediately issues a work order so maintenance staff can check the system and resolve the problem before the motor stops running. Work orders include detailed information for faster problem resolution and identify the severity of problems based on the type of space and potential impact on IBM operations. “We have a better understanding of how our equipment is operating, which helps us extend the life and improve the reliability of these assets in a very efficient and cost-effective way,” says Maroo.

Identifying trends across geographies
The solution also provides IBM management with the information needed to spot opportunities to reduce costs and optimize productivity across facilities worldwide. “The management team will be able to take periodic snapshots of facility activity and do benchmarking across facilities,” says DeMarco. “If we see a particular alarm in Rochester all the time but we don’t see it anywhere else, we’ll be able to debug and correct that condition faster.”

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the initial phase of the project was limited in scope to prove the value and gain local working knowledge of the solution. “While we’ve done a lot in terms of facilities management and we are competitively positioned in this area. “Our view is that this is an area where we can continuously improve. New York and its manufacturing and development facility in Rochester. “The solution for smarter buildings has a lot of power. “Each team member from IBM and Johnson Controls brings something to the table. Minnesota. Software architects.” Teamwork drives success.” says DeMarco. the Real Estate Site Operations team met in Somers.” 160 .” Start small. It’s a great example of how bringing together the right expertise can enable innovation. IBM Software Group and IBM Alliance Partner Johnson Controls worked collaboratively from initial planning to integration and implementation of the software components. According to Maroo. New York with IBM’s management team to discuss how IBM could expand its work to create sustainable and smarter infrastructures—both internally and for its customers. “The only thing we’re going to be limited by is our imagination” says Maroo. developers and engineers from IBM Global Business Services.The inside story: Getting there A strategic vision. In April 2010. The organization’s long-term goal is to significantly expand the installation in both the amount of equipment managed as well as the number of analytic rules to fully leverage the solution’s capabilities.” says Bob Maroo. and the more rules we develop the more productivity we can drive. “It has been a tremendous team effort. We see many new opportunities emerging from the solution. Think big. The result of that meeting was a commitment to install its first customer-ready solution for smarter buildings at IBM’s headquarters in Armonk. we are constantly trying to advance our capabilities to the next level.

other countries. A current list of IBM trademarks is available on the web at ibm.johnsoncontrols.com. Maximo and Tivoli are trademarks or registered trademarks of International Business Machines Corporation in the United States. or both. registered or common law trademarks owned by IBM at the time this information was published. Let’s build a smarter planet. the IBM logo. indicating U. the planet icons.For more information To learn more about the combined solution for smarter buildings offered by IBM and Johnson Controls. Produced in the United States of America March 2011 All Rights Reserved IBM.A.shtml Other company. NY 10504 U.com © Copyright IBM Corporation 2011 IBM Corporation 1 New Orchard Road Armonk. Such trademarks may also be registered or common law trademarks in other countries.com/legal/copytrade. smarter planet. These and other IBM trademarked terms are marked on their first occurrence in this information with the appropriate symbol (® or ™). product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. or visit: ibm. Please Recycle TIC14156-USEN-01 161 .S.S. contact your IBM or Johnson Controls representative or your IBM Business Partner. ibm.com/ibm/servicemanagement/industry/us/en/ smarter_buildings.html or www.

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” says Aziz. Abu Dhabi Water and Electricity Authority (ADWEA). distribution and transmission side so we make sure that we efficiently dispatch the power and fulfill the needs of our customers. which will seek integration of technology into the power generation.5 percent year-on-year for the past several years and we are projecting the same demand in the coming years. “Our power and water demand has increased about 7.” “We have used [IBM] Maximo to optimize our field workforce manpower utilization and reduce our annual maintenance plan. The annual maintenance plan has been reduced around 40 percent.” The solution “Maximo 7 [IBM® Maximo® Asset Management] is based on state-ofthe-art technology and it provides us with a platform where we can integrate other systems through a service oriented architecture framework.IBM Software Tivoli Energy and Utilities Abu Dhabi Water and Electricity Authority (ADWEA) Reduces annual maintenance plan by about 40 percent The need Overview Abu Dhabi Water and Electricity Authority United Arab Emirates Solution components • IBM® Maximo® Asset Management • IBM Maximo for Oil and Gas • IBM Maximo for Utilities “Abu Dhabi has seen a lot of growth in the past few years. ADWEA is embarking on a concept called Smart Utility.” — Mustafa Aziz.” says Mustafa Aziz. “The integrations are very easy and the data information exchange is going to be very easy. Abu Dhabi Water and Electricity Authority 164 .

” © Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers. or service names may be trademarks or service marks of others. ibm. registered in many jurisdictions worldwide.com. NY 10589 U. this information is based on IBM’s current product plans and strategy. IBM shall not be responsible for any damages arising out of the use of.com/tivoli/asset-management TIC14208-USEN-00 165 . safety and quality groups within the company and we are rolling out Maximo Oil and Gas in a utility for incident management. which are subject to change by IBM without notice. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www. Please Recycle The benefit “The biggest benefit is documentation of information and we have used Maximo to optimize our field workforce manpower utilization and reduce our annual maintenance plan.ibm. In addition. While efforts were made to verify the completeness and accuracy of the information contained in this documentation. Maximo is one of the biggest systems which touches a lot of users in Abu Dhabi Water and Electricity Authority.shtml Other company. it is provided “as is” without warranty of any kind. We have used Maximo for Utilities and we have rolled out the CUE [Compatible Unit Estimating] functionality in that area of the business.S. express or implied. The information contained in this documentation is provided for informational purposes only. and Tivoli are trademarks of International Business Machines Corporation. product. this documentation or any other documentation. the IBM logo.A. or otherwise related to. Produced in the United States of America December 2011 IBM. creating any warranties or representations from IBM (or its suppliers or licensors). nor shall have the effect of. please contact your IBM sales representative or IBM Business Partner.com/legal/copytrade. “The annual maintenance plan has been reduced around 40 percent. Maximo. “The foremost is the health. or visit the following website: ibm.” says Aziz.“We have gone out into various business units which are traditionally non-Maximo oriented.” says Aziz. Nothing contained in this documentation is intended to. incident tracking and change process management. or altering the terms and conditions of the applicable license agreement governing the use of IBM software.” For more information To learn more about IBM enterprise asset management solutions.

000 major alarms per week on average. It made it impossible to focus on what was really important.IBM Software Tivoli Media and Entertainment ZON Multimedia Achieving a 98 percent reduction in network events for improved customer service ZON Multimedia is the leader of the pay TV market in Portugal and the country’s second largest Internet provider. we now receive. The company is also Portugal’s leading provider of triple-play solutions. “We had nearly 10 different windows to monitor and received 1. a nearly 98 percent reduction from before. satellite and mobile. with 1. “Whenever our engineering team bought a new network element.pt Solution components ● IBM® Tivoli® Composite Application Manager – IBM Tivoli Monitoring The need Disparate systems and manual processes made it difficult for ZON IT staff to proactively recognize infrastructure problems before customers were impacted and to quickly identify the root cause of service issues.” says Rui Ferreira. “We then are moving to service quality management and customer experience management. Portugal www. it came with its own management platform. only 22 critical events and 100 major events per week. Overview ZON Multimedia Lisbon. “We are starting with fault and performance management to construct the necessary foundation. offering multiple services across several platforms: cable. ZON is moving to an Integrated Service Management model for its data center.000 critical alarms and 8.000 broadband and 844.” ● ● ● IBM Tivoli Netcool®/OMNIbus IBM Tivoli Netcool/Impact IBM Tivoli Network Manager The solution Working with IBM. and 725. service director for ZON Multimedia.” “With Tivoli software. Service Director.” explains Ferreira.” —Rui Ferreira. ZON Multimedia 166 .zon. on average.000 fixed-line customers (third quarter 2011).554 million TV clients.

please contact your IBM sales representative or IBM Business Partner.” says Ferreira. ibm. we now receive. consolidates and enriches infrastructure events. this documentation or any other documentation. displaying them on a single dashboard. Produced in the United States of America December 2011 IBM.The solution—which is based on IBM® Tivoli® Network Manager. it is provided “as is” without warranty of any kind. “We compared three options. “We measured the time staff needed to learn about the basic principles of each platform. “This permits our network operations team to focus on the events that matter and better utilize our first. the IBM platform also offered a faster return on investment in terms of training.and second-line staff to reduce costs. IBM shall not be responsible for any damages arising out of the use of.S.com/tivoli TIC14207-USEN-00 167 . Nothing contained in this documentation is intended to. nor shall have the effect of.” says Ferreira. product and service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. and Tivoli are trademarks of International Business Machines Corporation. Built-in automation enables the system to automatically restart network or server components if certain conditions are met. ZON evaluated the total cost of ownership (TCO) between its existing HP installation and the IBM solution. on average. Early notification of emerging problems allows staff to proactively plan and schedule maintenance for greater control of service quality.” In selecting IBM Tivoli software. or otherwise related to. express or implied. if we upgraded the current solution. “With Tivoli software. the time to train a new person was reduced from six months to just one month. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm.” A significant concern in implementing any new solution is training time for employees.A. or visit the following website: ibm. a nearly 98 percent reduction from before. and if we migrated to IBM. this information is based on IBM’s current product plans and strategy. only 22 critical events and 100 major events per week. Integration of event and trouble ticket information enables staff to trace the history of a ticket to the actual event for a more accurate assessment regarding outage times and service performance. Netcool. “With the IBM platform.” © Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers. creating any warranties or representations from IBM (or its suppliers or licensors). IBM Tivoli Netcool®/OMNIbus. In addition.com/legal/copytrade. IBM Tivoli Netcool/Impact and IBM Tivoli Monitoring— automatically correlates. which are subject to change by IBM without notice. According to Ferreira. NY 10589 U. registered in many jurisdictions worldwide. The TCO showed the IBM solution to be most favorable in terms of reducing operating and capital expenses.” says Ferreira.shtml Other company. While efforts were made to verify the completeness and accuracy of the information contained in this documentation. This gives operational staff the visibility needed to rapidly identify and resolve emerging problems before customers are affected. The benefit ● ● ● 98 percent reduction in the number of events each week 80 percent decrease in training time along with a reduction in operational and capital expenses Improved customer service with the ability to proactively plan and schedule maintenance to maintain signal and distribution quality Please Recycle For more information To learn more about Integrated Service Management solutions from IBM. or altering the terms and conditions of the applicable license agreement governing the use of IBM software. “If we maintained our current solution. the IBM logo. with new team members able to solve nearly 90 percent of incidents presented.com.

Leadership Spotlight As top baggage manager at Amsterdam Airport Schiphol. Tonight. Senior Manager of Baggage. With rapid growth on Schiphol’s horizon.” Let’s Build a Smarter Planet 168 . The guests come from nearly every part of Schiphol’s operation. happily connected to their luggage. Amsterdam Airport Schiphol It’s a cold evening in a recently completed baggage hall within Amsterdam Airport Schiphol and Mark Lakerveld. the airport’s Senior Manager of Baggage. The occasion is payback for a job well done. Intelligent business rules and alerting tools give Schiphol’s handlers the ability to better manage capacity. although that’s never far from his mind. Mark Lakerveld plays a key role in keeping travelers flying through this bustling hub. By building intelligence into its baggage management processes. Lakerveld is hoping that the hundred plus guests he is hosting at this after-hours gathering are well fed on a meal he had a hand in preparing. Schiphol has in effect gained a “license to grow. Instead. is hoping all is well. which reflects how tightly baggage management is interwoven with other key airport processes. How Schiphol got smarter As part of a broad transformation program aimed at increasing process capacity to 70 million passenger bags annually. —Mark Lakerveld.Smarter Planet Leadership Series Amsterdam Airport Schiphol: Smarter baggage handling helps passenger volume take off. directed to the extended team responsible for getting the new facility—the latest in a series of baggage control process initiatives—fully operational under a tight time frame. Schiphol implemented a baggage management solution that can trace any luggage item through the pipeline in real time. his main focus is not on whether passenger luggage is flowing as it should through Europe’s fifth busiest airport in terms of international passenger traffic. Lakerveld is also driving a major effort to increase baggage processing capacity on the strength of intelligent routing and optimization.

Compared with origin/destination baggage (that which has Schiphol as either the origin or final destination). In the case of transfer flights. baggage from one flight generally has to be taken to several different connecting aircraft.000 bags) • Improved quality of performance and improved physical working conditions for baggage handlers 169 . often within a very short timespan. “it’s only through a structural.” “In short.Keeping the connection A major source of Schiphol’s passenger volume—indeed.” The benefits of Schiphol’s smart baggage management solution • 40% increase in baggage handling capacity. enabling Schiphol to handle 70 million baggage items per year with the same physical footprint predicted for the future • 80% increase in hourly baggage handling capability (from 5. “it’s only through a structural. the handling of transfer flight baggage presents a whole new level of complexity.000 bags to 9. This combination of orchestration and tight timeframes makes transfer baggage inherently more complex to handle. Fundamentally. baggage management is all about preventing the connection between passengers and their bags from breaking. sustainable increase in baggage processing capacity that Schiphol can gain a license to grow as a major hub in Europe. They realized that only a systemic solution would resolve this critical capacity constraint and remove the most significant barrier to their long-term passenger growth from a baggage point of view. “In short.” Lakerveld explains. no matter what the flight. sustainable increase in baggage processing capacity that Schiphol can gain a license to grow as a major hub airport in Europe. the key to its vision of becoming Europe’s preferred airport—is the handling of transfer passengers. Schiphol and KLM recognized that the systemic nature of the process challenge meant that as passenger volume increased—an important business goal for both parties—the problem of baggage capacity would only be exacerbated. those making connections to other destinations.” Lakerveld explains.

” — Mark Lakerveld. and make joint decisions on issues related to 70 MB implementation. for everyone. for security and maintenance people. managers would be able to trace the location and status of a baggage item at any point in the flow. and then automatically direct it to the appropriate pathway. the spirit of togetherness is best captured in the subtle details of the airport’s everyday activities. multiyear program known as 70 MB. the most important prerequisite for making the 70 MB program a success was forging a close relationship between Amsterdam Airport Schiphol and KLM. thus easily identifying bags at risk of missing close connections. KLM and their suppliers each. “We consider our really close contact with KLM to be a key success factor. most others fall somewhere in the middle. The key was to proactively manage the baggage processing flow to mitigate the effect that peaks and valleys can have on process efficiency.” — Mark Lakerveld Lessons learned: A new era of closeness Schiphol’s smart baggage initiative was part of a broader. For anyone who has spent time in an airport. We need to emphasize its benefits as well as the consequences for all employees— for controllers. aimed at increasing the airport’s capacity to 70 million passenger bags annually.Rethinking the baggage flow With joint resolve. controlling their own “turf”—made intelligence-based optimization practically impossible. in essence. Governance is crucial. Intelligent routing rules—the other key element of Schiphol’s smart baggage vision—would then compare an item’s current status to where it needs to be to make a connecting flight. One passenger is in the fast lane. “Our 170 . though. Schiphol and KLM worked together to reenvision the baggage management process. and the other in Reaching out Beyond any technical issues. Get employee engagement early— and keep it With the new solution impacting nearly every role in the baggage management process. Working together to achieve the 70 MB objectives was only the first in a series of joint initiatives that marked a new era in Schiphol’s relationship with KLM. so to speak. The team realized that for such an orchestration to occur. Amsterdam Airport Schiphol Leadership is: no rush at all. Senior Manager of Baggage. it’s fairly easy to distinguish between a passenger racing frantically to his gate to make a connecting flight and a connecting passenger with plenty of time to kill in the airport lounge. Underpinning their efforts was the recognition that the fragmentation of baggage management into separate and discrete process segments—with Schiphol. process integration and collaboration of all the key players—spanning the entire process flow—was absolutely essential. Schiphol’s innovation was to introduce this same concept to the parallel realm of moving baggage. it was essential for management and the employees to be working toward the same vision. To Lakerveld. share 70 MB program updates.” explains Lakerveld. with a joint baggage steering committee meeting every two weeks to discuss operational performance indicators. Only by adopting a smarter baggage handling solution could Schiphol achieve its growth ambitions. “We needed to move beyond and collaborate on how to improve baggage performance—and ultimately succeed together. “It’s really important for everyone to believe in the new concept we’re embracing. By using real-time sensors.

Intelligent By comparing a bag’s location with underlying routing rules. One dimension of this is the prevention of baggage mishandling. and the world of processes like baggage handling. Interconnected The solution seamlessly integrates data from Schiphol’s own systems as well as from airlines and third-party ground services providers. Schiphol can identify potential problems and keep bags from missing their owners’ connecting flights. 171 . Schiphol’s smart baggage solution makes the world of passengers a more satisfying place. My operations manager is in close contact with his KLM counterpart. We’re seeing the same things and speaking the same language. 70 MB implemented new technology that better supports efficient use of available capacity and introduces innovations like the robot and baggage buffers. which produce peaks and valleys of activity. likes to point out that there are two worlds in an airport—“the world that the passenger goes in.” Rob Holdorp. In addition to the difficulties of workforce optimization. the bane of connecting passengers. That’s the benefit of prevention. a peak-prone process flow can also exacerbate bottlenecks. enabling real-time traceability at all points in the connection pipeline. Schiphol’s Strategic Advisor for baggage handling process and systems. and our operational people are in continuous contact with theirs. Schiphol: The parameters of smarter baggage processing Instrumented Sensors track the luggage of connecting flights. Staff in Schiphol’s operational control room can see a color-coded bag in imminent danger of missing its connecting flight and automatically direct that bag along the fastest path to the waiting aircraft. which change the way the crew operates the baggage process. Perhaps the most important way the solution has increased Schiphol’s baggage handling capacity is by enabling a fundamental shift in the process model.control rooms are next to each other.” By making the latter more efficient and optimized. The inherent disadvantage of the traditional “push” model—under which flight arrivals trigger the movement of baggage through the process—is the effect of flight cyclicality.

“It’s really important for everyone to believe in the new concept we’re embracing,” says Lakerveld.

Because it provides intelligence on where bags need to be in the process, Schiphol’s smart baggage solution enables controllers to focus on the flow of bags through the process and efficiently manage the available capacity. By alleviating bottlenecks and enabling the more balanced deployment of labor resources, the “peak shaving” enabled by the solution increases Schiphol’s baggage processing capacity.

Schiphol’s smart baggage management solution includes…

Software
IBM® Rational® Software: DOORS, ClearCase, ClearQuest, RequisitePro, SoDA, Software Architect, CQTM, IBM Tivoli®: Composite Application Manager for Applications, Monitoring, Storage Manager, Access Manager for Operating Systems

Getting all airline and airport personnel on board
When asked about the project’s important lessons, Lakerveld doesn’t have to think long and hard. One answer, he says, is the importance of engaging early and deeply with all employees on not just the broad benefits of the project, but on its immediate consequences for them. “It’s really important for everyone to believe in the new [smart baggage management] concept we’re embracing,” says Lakerveld. Another is the importance of training all employees from the earliest stages of the project, and doing so in the most hands-on way possible. We needed to give training in different areas to make sure all employees are able to work accordingly. Employees were to be trained about managing a robot to handle the baggage process for them and thus grow to be an operator/director instead of loading the bags themselves. Other employees needed to be trained into managing the baggage flow instead of managing the system, like they used to do. “We’re not talking about sending [employees] to a room with a PowerPoint presentation,” says Lakerveld. “They have to train in an on-the-job setting to really learn the new system and be successful.” Airline pilots have flight simulators to learn the ins and outs of new aircraft in a realistic, yet safe and controlled environment. For Schiphol’s baggage employees, the equivalent tool is a virtual test and training environment that accurately simulates the experience of using the new solution, including the ability to perform the kind of what-if simulations that Lakerveld views as especially valuable. To Lakerveld, the takeaway is clear: “I look at Schiphol’s relationship with KLM as a poignant symbol of how bringing processes together and making them smarter can transform and improve both companies and make life better for their customers in the process.”

Servers
IBM System p5®, System x®

Services
IBM GBS® Aviation Competence Center, IBM Global Technology Services

For more information
Please contact your IBM sales representative or IBM Business Partner. Or visit us at: ibm.com/smarterplanet

© Copyright IBM Corporation 2011 IBM Corporation 1 New Orchard Rd. Armonk, NY 10504 U.S.A.
Produced in the United States of America. March 2011. All Rights Reserved. IBM, the IBM logo and ibm.com are trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/a Other company, product or service names may be trademarks or service marks of others. This case study illustrates how one IBM customer uses IBM products. There is no guarantee of comparable results. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. Please Recycle

Let’s Build a Smarter Planet

ODC03201-USEN-00

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Let’s build a smarter planet

Schweizerische Bundesbahnen (SBB)
Leverages rail system and network transparency to keep trains on schedule
Transporting over 800,000 passengers and more than 220,000 tons of cargo each day, Schweizerische Bundesbahnen (SBB), or Swiss Federal Railways, is easily considered the nation’s leading transportation company. The organization maintains 3,011 kilometers of track that connect more than 800 rail stations. And the business is Switzerland’s fourth-largest employer, with nearly 28,000 employees. To maintain railway tracks and the overall transportation infrastructure, SBB also maintains a large construction organization that engages in roughly 5,000 construction programs each year.

Schweizerische Bundesbahnen (SBB)
Berne Switzerland Travel & Transportation www.sbb.ch

“Trying to manage 3,000 kilometers of track is a particularly daunting task. But, by leveraging our new IBM solution, we’re able to see our entire infrastructure clearly and respond to problems before they can affect our operations.”
— Martin Schaeren, Head of BU Service Management, Swiss Federal Railways (SBB)

The Need
Smooth operations are essential for SBB’s 9,000 trains a day, which rely on different technologies and interaction with multiple stakeholders, including a large telco provider and a power company. Existing monitoring systems were inefficient: in 2005 a one day system problem stranded nearly 200,000 passengers, costing almost US$5 million. A more aggressive service management strategy was needed to prevent future events of this type.

The Solution
SBB, along with Alcatel-Lucent, developed a service management solution using IBM technology to provide a comprehensive view of the client’s overall infrastructure. IBM Tivoli® Netcool™ monitors status of IT and physical assets - including switches and sensors - throughout the client’s network that connects over 800 train stations and rail lines. And, automated diagnostics and alerts systems reduce the likelihood of future outages.

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What Makes it Smarter Solution Components
• • • • • • IBM® Tivoli® Netcool® Omnibus IBM Tivoli Netcool Impact IBM Tivoli Business Services Manager IBM Tivoli Network Manager IBM Tivoli Monitoring IBM Business Partner Alcatel-Lucent

Delivers customizable user interfaces that increase network transparency, and helps support staff to be better informed about infrastructure health Leverages proactive management and automated alert systems to recognize and repair more than 50 percent of issues before they can impact operations Increases the availability of SBB’s train network by approximately 2,000 minutes per month - therefore saving approximately US$2.3 million each year

For more information
Please contact your IBM sales representative or IBM Business Partner. Visit us at:
ibm.com/travel

© Copyright IBM Corporation 2010 IBM Corporation 1 New Orchard Road Armonk, NY 10504 U.S.A. Produced in the United States June 2010 All Rights Reserved IBM, the IBM logo, ibm.com, Netcool and Tivoli are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml Other company, product or service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided “as is” without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software. Please Recycle TIC14121-USEN-00

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IBM Client Success Stories Data Protection & Storage 175 .

the recent centralisation of key ERP systems to Höganäs’ Swedish headquarters made it necessary to rapidly address the issue of backup at the company. Höganäs.IBM Software Tivoli Industrial Products Höganäs reduces its backup window by more than 95 percent Enabling continuous data protection for key systems with a leading-edge storage solution from IBM and H2O Data Höganäs AB has its headquarters in the town of Höganäs in northwest Skåne County. Founded in 1797. backup reliability levels were low and did not correspond acceptably with the licensing costs we were paying. The data security challenge Höganäs was concerned that its backup and recovery procedures were not sufficiently robust to support the company’s business-critical systems. “To maintain business continuity it was crucial that we had the infrastructure in place to recover mission-critical data in the event of a systems outage. Twelve production plants produce the dust iron and metal powder products that have made Höganäs a world-leader in metal powder technology.” In addition. The data is stored on a local disk storage system. In particular. Sweden. Solution Working with H2O Data. “However. CIO.” said Peter Blomgren. and recovering more than 80 VMware servers from tape would have taken even longer. the company today employs just over 1. 176 . Overview Business challenge Höganäs’ existing backup window exceeded 24 hours. Höganäs implemented IBM® Tivoli Storage Manager FastBack®. and also mirrored to H2O Data’s data centre for disaster recovery and tape archiving purposes. Höganäs felt that its previous backup solution was not delivering good value for money. an IBM Business Partner. Höganäs also required a backup solution that would provide the necessary scalability to handle increasing data volumes in the future. which made it difficult to support key ERP systems at the company’s Swedish headquarters. It also wanted to improve its disaster recovery capabilities to help maintain business-critical operations in the event of a systems outage. “Backup processes required a high degree of administrative input from our IT staff.” said Blomgren. “What’s more. The solution enables Höganäs to perform frequent incremental snapshot backups of more than 80 VMware servers. The company wanted an improved backup timeframe and easier recovery procedures.600 people across 15 countries. Höganäs produces high-quality products and develops new applications for metal powder in collaboration with customers worldwide.” With 17 terabytes of stored data and a growing storage landscape. the timeframe for backup with our previous solution was more than 24 hours. Both the backup and the recovery process needed to be significantly streamlined to enable us to restore normal operations quickly without incurring major downtime and loss of data.

this data is also replicated to a second DS3200 at the H2O Data site in Malmö.IBM Software Tivoli Industrial Products Selecting IBM Tivoli Storage Manager Fastback Business Benefits • Cuts backup window by more than 95 percent – from over 24 hours to less than one. “The H2O Data team has considerable expertise in this kind of solution. Reduces administrative workload. the results of which convinced the company to opt for the IBM solution. Höganäs decided to implement IBM® Tivoli Storage Manager FastBack®. using the FastBack Disaster Recovery replication function over a highspeed internet link. “When compared to alternative solutions. Instead of moving data directly to tape. Höganäs asked IBM Business Partner H2O Data to carry out a proof-of-concept to test the efficiency of the new backup process. allowing IT staff to concentrate on more business-oriented tasks. Höganäs’ backup process has been entirely transformed. IBM Tivoli Storage Manager FastBack has enabled Höganäs to perform backups incrementally – only copying new or changed data instead of performing a full backup each time.” With the implementation of IBM Tivoli Storage Manager FastBack. and have also allowed us to leverage their own data centre as a disaster recovery site. IBM Tivoli Storage Manager FastBack offered the most appealing package. “The solution runs well with our existing infrastructure and provides the scalability we will need as our server and storage landscapes continue to grow. “We had already successfully collaborated with IBM before on other projects and we have been impressed with the level of support we have received from both IBM and H2O Data during the Tivoli® FastBack implementation process.” said Blomgren.” said Blomgren. These servers now collectively handle all backup processes by moving snapshots of each virtual server onto an IBM System Storage DS3200 disk system. H2O Data helped Höganäs connect more than 80 existing VMware ESXi servers to three IBM System x® 3650 M2 servers running the Tivoli software. Once a day. • After considering a number of options. • 177 . Enables better data protection and easier disaster recovery by replicating data off-site.

The solution can also restore applications in a matter of minutes. “Tivoli Storage Manager FastBack for Exchange can restore entire mailboxes or even just individual items such as emails and calendar entries.” said Blomgren. in the long-term.” The company currently keeps the 24 most recent generations of its backup data on the disk systems. thus significantly decreasing the risk of disrupted business operations.” Servers • • IBM Business Partner • “Tivoli Fastback has reduced our backup window from over a day to well under an hour. “Tivoli Fastback has reduced our backup window from over a day to well under an hour.” 178 .” said Blomgren. “If storage systems at our own data centre were to fail. “Users who are prone to accidently erasing emails are particularly pleased with this function. In addition to the company’s vital ERP systems. Recovery procedures are tested every two weeks by H2O Data staff. will be retained in an IBM Tape Library. In the event of a system failure. We will even be able to continue running our systems from the disaster site while data is restored to the main site in the background. its Microsoft Exchange email servers are also business-critical for Höganäs staff. Earlier generations of backup data are moved onto tape and. “The solution can also restore applications in a matter of minutes. Höganäs Closing the backup window The implementation of IBM Tivoli Storage Manager FastBack has greatly reduced vulnerability to prolonged downtime at Höganäs’ Swedish headquarters. CIO. our users will be able to get back to work more quickly with the applications they need. we could now potentially run our key systems direct from Malmö over an internet connection.IBM Software Tivoli Industrial Products Solution Components Software • IBM® Tivoli Storage Manager FastBack® IBM System x® 3650 M2 IBM System Storage® DS3200 H2O Data “With IBM Tivoli FastBack we have been able to create a full disaster recovery capability in the town of Malmö.” said Blomgren.” — Peter Blomgren. Tivoli Storage Manager’s FastBack for Exchange function helps to safeguard these systems by providing continuous data protection for Microsoft Exchange environments.

Regardless.” “As an additional benefit. In some cases.The implementation of IBM Tivoli Storage Manager FastBack has streamlined Höganäs’ backup processes.” The successful introduction of IBM Tivoli Storage Manager FastBack to Höganäs’ Swedish headquarters has led to plans to roll out the solution to other Höganäs plants and offices. A current list of other IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm. Consequently we are getting much better value for money. © Copyright IBM Corporation 2011 “From a financial standpoint Tivoli FastBack is proving to be a costeffective solution. program or service is not intended to imply that only IBM’s product.shtml. In addition. but levels of security and reliability have improved a lot. As a result.com To learn more about products. our IT staff who used to work on backup have become more productive in other. “Licensing costs are no higher than they were for our previous solution. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. services and solutions from H2O Data. contact your IBM sales representative or visit: ibm. Any functionally equivalent product. Tivoli and Tivoli Storage Manager FastBackare trademarks of International Business Machines Corporation. programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Neither IBM nor H2O Data makes any warranties.com. ibm. In addition. more business-oriented areas. reducing the need to purchase and manage physical tape storage. concerning the other’s products. the company is planning to carry out a proof-of-concept for its Belgian site. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. IBM warranty terms apply. the use of both the local data centre and an off-site facility has maximised the protection of key data. Other company.com/legal/copytrade.h2odata. product or service names may be trademarks. or new and used parts. IBM Svenska AB SE-164 92 STOCKHOLM Sweden Produced in Sweden May 2011 All Rights Reserved IBM. or service marks of others. System x. our technical specialists have commented that backup administration is now much easier to manage. IBM hardware products are manufactured from new parts. the hardware product may not be new and may have been previously installed. express or implied. the IBM logo. program or service may be used. Photographs may show design models. References in this publication to IBM products. with a view to eventually rolling out Tivoli FastBack to all global sites within the Höganäs group. registered in many jurisdictions worldwide.com TIC14179-SEEN-01 179 . Please Recycle For more information To learn more about IBM software. IBM and H2O Data are separate companies and each is responsible for its own products. visit: www. This publication is for general guidance only.” said Blomgren. Any reference to an IBM product. program or service may be used instead. Its backup environment is now almost entirely disk-based.

before they are transferred to the image archiving and distribution system. physicians take the fastest way out of this dilemma by reducing the size of the produced data sets. IBM System Storage® DS8300 and TS3100 systems are used for data storage. These were enhancing image transfer through networks with varying characteristics. with one hospital client estimating savings of up to 300. e. configured by IBM Tivoli® Storage Manager. 180 . ensuring clients are fully supported in their journey towards an end-to-end high-resolution imaging workflow. for PET/CT. These advancements – also called the data explosion. Being confronted with low performance image viewing software at the frontend and a backend originally developed for handling a fraction of the images produced nowadays. come with disadvantages as well as benefits. e. and tools at the user frontend for advanced analysis of large-scale data. Every solution implemented by Digital Medics GmbH is bundled with monitoring and maintenance. the IBM infrastructure contributes to impressive cost savings for clinicians. The solution Digital Medics and IBM® created an elastic private cloud.g. Advanced data compression and automated storage management cut data storage costs by more than 50 percent. The benefit By providing the ideal support for Digital Medics’ medical imaging solution.g.IBM Systems & Technology Group Smarter Computing Computer Services Digital Medics GmbH answers the demands of its distributed medical imaging solution with IBM technology Overview The need Digital Medics created an end-to-end highresolution medical imaging system. Germany. on the one hand and to the addition of functional data. The increase can be attributed to higher-resolution images. which is a major advancement on current solutions that can only handle scaled-down versions of large data sets. Digital Medics GmbH develops innovative solutions in the field of medical image processing and visualization for medical imaging.000 EURO a year. which can be easily scaled to handle very high peaks in workload. Dealing with the data explosion Image data sets produced by the current generation of medical imaging devices increased up to a factor of 16 to 320 when compared to data sets produced by older generation devices. The cloud runs in a virtualized Linux® environment supported by IBM BladeCenter® technology. on the other. Innovative solutions such as these help healthcare professionals to rapidly deliver high-quality diagnoses and reduce overheads. Headquartered in Dortmund. VivoLab is the company’s revolutionary new diagnostic tool designed to enable radiological specialists to interact with images directly using a pen-enabled display. performance at the backend and user frontend. Digital Medics identified three areas that needed improvement to enable an end-to-end high-resolution workflow. Physicians in hospitals and practices are flooded with images and are forced to adapt the everyday diagnostic routine to this rapid change in technology. The new solution called for a scalable IT infrastructure that could cope with the increased demand in storage and processing power. for multi-slice-CTs.

the selected IT solution needed to offer excellent levels of stability and availability. the unique design and in-built versatility of the IBM BladeCenter technology optimizes performance of the software. Digital Medics has developed a groundbreaking medical imaging solution. it is impossible to predict the capacity required. Rather than invest in fixed hardware capacity. Digital Medics offers clients superb reliability and flexibility. replacing physical systems with high-speed visual diagnostics and visualization dedicated to improving patient outcomes. As a result. Acting as a ‘nerve center’ for Digital Medics’ innovative radiological imaging system. Managed with Cloud Technologies • Choosing IBM solutions Digital Medics selected the IBM BladeCenter HS22 server as its platform of choice due to its unparalleled flexibility and performance. IBM Tivoli Storage Manager and Linux operating system together comprise a data retention stack. without sacrificing the ability to tailor resources to the workload.IBM Systems & Technology Group Smarter Computing Computer Services Designed for Data • Images are stored as ‘thin slices’ in the archive. which has four locations in Duisburg. Digital Medics’ clients can benefit from the efficiencies of consolidation. making the easy scalability of IBM BladeCenter technology a major selling point. storing and distributing medical images meant that an exceptionally high-performance platform was required. high levels of flexibility and scalability were also called for. The huge volumes of data involved in processing. the company deployed two IBM BladeCenter HS22 blade servers running the Red Hat Linux Enterprise operating system at the clinic’s computing center located at the Heart Center in Duisburg. as any interruption or delays to a medical imaging service could have serious consequences for patients’ health. the IBM Tivoli Storage Manager software and the Red Hat virtualization layer automatically deploy greater resources to ensure continuous high-performance service delivery. Since demand for medical images varies unpredictably along with the number of diagnoses per year. An IBM System Storage DS8300 disk system was implemented. with data archived to IBM Tape Storage TS3100. Driving Innovation • Exceptional scalability Digital Medics recommends that all clients who run the company’s solution select IBM technology. when demand for diagnostic imagery rises. For example. By selecting IBM hardware as the platform of choice. EJK wanted to consolidate its different radiological systems into a single. Moreover. Oberhausen and Dinslaken. The IBM BladeCenter HS22. Digital Medics planned to create a private medical imaging cloud. IBM Tivoli Storage Manager configures data storage. The IBM System Storage DS8300 offers integrated virtualization capabilities based on leveraging logical storage volumes. fully digitized solution. handling tens of terabytes to optimize use of resources and ensure very high system responsiveness. Digital Medics was able to quickly and easily expand capacity three times by simply plugging in an additional blade server or an additional storage bay. Digital Medics has created a private cloud solution for one of its largest clients. Aiming to boost efficiency and continuity of service. the company needed to select the correct infrastructure to meet the requirements of a key client: the German clinical center Evangelische und Johanniter Klinikum Niederrhein (EJK). At EJK. which provides the ideal platform to meet the expected peaks and troughs. introducing multiple layers of failover for added resiliency. as migration logic is handled by the cloud itself. Exceptional scalability enables Digital Medics to quickly and easily expand capacity or processing power by simply plugging in an additional storage bay or BladeCenter blade server. offering unparalleled versatility and performance. With the demand for medical images impossible to predict and constantly fluctuating. dynamically optimizing both storage and data processing. Tuned to the Task • A key to succeeding in its goal was to find a suitable hardware infrastructure that could keep pace with the challenging demands posed by this high-resolution workflow. Specifically. accessible by all of EJK’s healthcare professionals from anywhere onsite. Leveraging cloud computing techniques masks the complexity of the underlying components. 181 . downloadable at high speed by clinicians as high-resolution medical images from anywhere onsite. The storage location of each study in this multi-site environment is hidden from the user. during the project with EJK.

IBM Tivoli Storage Manager supports advanced service management capabilities. As a result. Specifically. advanced data compression and automated storage management cut data storage costs at EJK by more than 50 percent.000 EURO a year as a result of the project. Contributing to higher-quality patient care The IBM solution drives rapid access to high-resolution medical images. which automatically handles local migration from tape archive to local discs. enabling doctors to treat more people. enabling them to focus on core competencies with the tools to work most effectively at their fingerprints. patients are more satisfied and the hospital can do more with limited resources. physicians are given the tools they need to make more accurate diagnoses and best select a treatment plan for patients. Hospitals which are replacing printer-based systems with the Digital Medics visualization system make even larger savings – with EJK estimating it will save up to 300. if necessary. The complexity of migrating data from one site to another is hidden from the user and triggered on-demand. This ensures easy management for solution providers like Digital Medics. cutting down on the cost of treating each patient while enhancing the quality of treatment. helping healthcare professionals increase the quality of diagnoses. 182 .IBM Systems & Technology Group Smarter Computing Computer Services Solution Components Software • • IBM® Tivoli® Storage Manager Red Hat® Enterprise Linux® Servers IBM BladeCenter® HS22 IBM System Storage® DS8300 • IBM System Storage TS3100 • • The blade servers are connected to cost-effective Lenovo x86 servers in each of the hospital sites. whenever a user requests the data at the frontend. Each site works mainly on its local cache. By offering healthcare professionals at EJK access to a private medical imaging cloud. masking the complexity of the underlying infrastructure and automating resource configuration. By providing access to a greater range of medical images at a higher resolution. Data that cannot be found by the local cache is transparently requested from the main server at the computing center. housing a local cache for images. This request is then locally forwarded to the IBM Tivoli Storage Manger middleware. the clinical center benefits from increased efficiency and consistency of operations across all locations. Diagnosing patients faster and more accurately leads to shorter waiting times and faster recovery. where copies of recently archived or accessed studies are stored in Digital Medics’ proprietary compression format. Both these factors contribute to shorter patient stays.

com/at IBM Schweiz Vulkanstrasse 106 8010 Zürich ibm. other countries. automate. Regardless. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. program or service may be used instead. or new and used parts. program or service may be used. References in this publication to IBM products. Please Recycle BLC03083-DEEN-00 183 .com/ch Produced in Germany January 2012 IBM. the hardware product may not be new and may have been previously installed. IBM warranty terms apply. This publication is for general guidance only.shtml. Tivoli. BladeCenter and System Storage are trademarks of International Business Machines Corporation. or visit: ibm. programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. program or service is not intended to imply that only IBM’s product. IBM hardware products are manufactured from new parts. Any functionally equivalent product. the IBM logo.For more information To learn more about smarter computing from IBM and how we can help you integrate. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. or both.com. In some cases.com/legal/copytrade. Any reference to an IBM product. Photographs may show design models. protect and transform your IT. A current list of other IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm. registered in many jurisdictions worldwide. Linux is a registered trademark of Linus Torvalds in the United States. ibm.com/smartercomputing © Copyright IBM Corporation 2012 IBM Deutschland GmbH 71137 Ehningen Deutschland ibm.com/de IBM Österreich Obere Donaustrasse 95 1020 Wien ibm. contact your IBM sales representative or IBM business partner.

The remainder was placed on Tier 2 devices. Overview The need When storage managers for this European telecommunications company implemented a virtualized storage environment. which was very expensive. they sought greater insight into how storage systems were used so they could optimize data placement. This is why as the company’s storage managers implemented a virtualized storage environment using IBM® System Storage® SAN Volume Controller. Previously 90 percent of the company’s SAN data was stored on Tier 1 storage devices.50 percent. overtime.IBM Software Tivoli Telecommunications A Large European Telecommunications Company Reducing energy costs by 25 . by default. which maintains about 25 petabytes of data. The company’s storage architecture team was constantly challenged to confirm that they were providing the right storage for the right needs. The benefit Decreased energy costs by 25 . decreased spending on new Tier 1 storage arrays. The solution Working with IBM. staff placed data on high-level storage systems. This is a significant issue for companies like this large European telecommunications company. the answer depends on many factors and. Often. reduced storage costs by decreasing amount of data in Tier 1 storage from 90 percent to 20 percent. reduced application placement time from one month to one day 184 . company operators gained an early warning of potential performance and capacity issues and the visibility needed to improve storage allocation.50 percent What data should be placed on which storage devices? As storage managers know. they sought greater insight into how storage systems were being used so they could optimize data placement. application behavior changes may make initial data placement decisions no longer valid.

storage space capacity and I/O response times (in milliseconds). Only 20 percent of data was kept on Tier 1 devices. decreasing energy consumption by 25 . Maintenance and Technical Support Services IBM Software Premium Support IBM Storage Tiering Activity Reporter1 (STAR) The main benefit has been cost savings by reducing capital expenses. France. This Integrated Service Management solution for the data center provides the company’s storage operators with early warnings of potential performance and capacity issues based on predefined thresholds (e. developed the Storage Tiering Activity Reporter1 (STAR) to help monitor the capacity and performance of magnetic storage devices and virtual disks and optimize data placement decisions. 2 185 .50 percent. Early results proved to be quite successful. Storage and Data Services. Migration of data is optimized and operators have the information they need to correctly manage data placement and better utilize storage capacity. 50 percent was maintained on Tier 2 devices..IBM Software Tivoli Telecommunications Improving storage allocation Solution components: Hardware ● IBM® System Storage® SAN Volume Controller The IBM team listened to the company’s requirements and. including input/output (I/O) per second. if storage space capacity reaches 95 percent or write I/O response times exceeds 50 percent of targets). As part of IBM STAR. With greater visibility into how data is used and actual infrastructure load. and 30 percent could be moved to less expensive Tier 3 storage arrays. IBM Tivoli® Storage Productivity Center collects and analyzes statistics from IBM System Storage SAN Volume Controller. with assistance of the IBM Competence Center in Montpellier. operators can make better decisions regarding storage tiering allocation for initial and ongoing data placement. and avoiding unnecessary investment in new high-level storage arrays.g. Software ● IBM Tivoli® Storage Productivity Center Services ● ● ● IBM Global Technology Services— Server Services.

supported by IBM Global Technology Services staff. drastically increased storage operation agility.IBM Software Tivoli Telecommunications Greater agility and reduced costs With greater visibility into how data is used and actual infrastructure load.org Additionally. the SAN infrastructure virtualization project.com/financing 3 186 . improved total cost of ownership and return on investment. How has this visibility helped this telecommunication provider? The main benefit has been cost savings by reducing capital expenses. Learn about opportunities near you at: www. For more information on IBM Global Financing. our Global Asset Recovery Services help address environmental concerns with new. without going through the change process and stopping applications. operators can make better decisions regarding storage tiering allocation for initial and ongoing data placement. decreasing energy consumption by 25 . or visit the following website: ibm. more energy-efficient solutions.com/tivoli You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. and avoiding unnecessary investment in new high-level storage arrays.50 percent. please contact your IBM sales representative or IBM Business Partner. Also. financing solutions from IBM Global Financing can enable effective cash management. visit: ibm. protection from technology obsolescence. For more information To learn more about IBM storage solutions. The time to deliver storage for applications was reduced from one month to one day and staff can decommission a storage array in only a few weeks instead of multiple months.tivoli-ug. In addition.

A. System Storage and Tivoli are trademarks of International Business Machines Corporation in the United States. Produced in the United States of America August 2011 All Rights Reserved IBM.S.shtml Other company. the IBM logo. NY 10589 U. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. ibm. other countries or both.com.© Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers. these symbols indicate U.S. product and service names may be trademarks or service marks of others. registered or common law trademarks owned by IBM at the time this information was published. 1 IBM Storage Tiering Activity Reporter is offered by IBM Global Technology Services in select countries. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™). Please Recycle TIC14196-USEN-00 187 .com/legal/copytrade.

The company is built on two obsessions: Ping & People. data backup and recovery performance varied. finding a cost-effective data protection solution nearly four years ago was critical in helping the company meet client needs and maintain profitability. founded on a high performance 10Gb FastFiber Network™ connected by 17 state-ofthe-art datacenters.” says Varma. People. operational costs were high and different skill sets were needed to manage the disparate systems. “Having incremental forever technology enables us to offer customers a quality backup solution while reducing disk requirements. Canada www. Ping. represents its commitment to best-in-breed technology.IBM Software Tivoli Computer Services PEER 1 Hosting Grows backup storage service by 800 percent with IBM data protection solution PEER 1 Hosting is one of the world’s leading IT hosting providers. represents its commitment to delivering outstanding customer service to its more than 10. Because PEER 1 Hosting used numerous backup solutions across its data centers. which backs up only files that have changed or that are new.000 customers worldwide.peer1. British Columbia. Cristie Softchoice Corporation The solution Working with IBM.com Solution components: ● ● ● IBM® Tivoli® Storage Manager IBM Tivoli Storage Manager for Databases Cristie Bare Metal Recovery IBM Business Partner ● ● The need For Tim Varma. “Our data change was about 8 percent a day versus having to do full backups. PEER 1 Hosting implemented IBM® Tivoli® Storage Manager software to deliver a reliable. 21 points-of-presence and 10 collocation facilities throughout North America and Europe. It chose IBM Tivoli software—consolidating several competing solutions—due to the software’s progressive incremental backup feature. world-class disk-based data backup and recovery solution that differentiates the company in the marketplace. Vice President of Product Development at PEER 1 Hosting. backed by a 100 percent uptime guarantee and 24×7×365 support. This helps reduce disk space and eliminates unnecessary data transfers that impact network and CPU performance. Overview PEER 1 Hosting Vancouver.” 188 .

nor shall have the effect of. we’ve reduced backup failure rates from up to 50 percent to less than five percent. Produced in the United States of America August 2011 All Rights Reserved IBM. it is provided “as is” without warranty of any kind. or altering the terms and conditions of the applicable license agreement governing the use of IBM software. While efforts were made to verify the completeness and accuracy of the information contained in this documentation. which are subject to change by IBM without notice. express or implied.” says Varma.” At the same time. we’ve been able to outpace our competitors. charging customers per gigabyte of storage space consumed instead of per server processor.“If we had not implemented Tivoli Storage Manager. Cristie software is integrated with Tivoli Storage Manager to automate server recovery.” says Varma.600 servers. product and service names may be trademarks or service marks of others. We’ve experienced a lot of efficiencies and we’ve been able to pass the cost savings onto our customers. IBM shall not be responsible for any damages arising out of the use of.” Please Recycle For more information To learn more about IBM storage solutions. please contact your IBM sales representative or IBM Business Partner. this information is based on IBM’s current product plans and strategy.A. “The gigabyte licensing model enables our customers to easily understand what they’re paying for and reduces the overhead required to manage contracts.shtml Microsoft and SQL Server are trademarks of Microsoft Corporation in the United States. “We only need four engineers to support more than 3. decreased restore failure rates from a high number to nearly zero and improved performance levels by 40 percent. In addition. Product Development. The benefit By standardizing its data protection service on IBM Tivoli storage management solutions. “If we had not implemented Tivoli Storage Manager. IBM’s flexible software licensing models allowed PEER 1 Hosting to simplify server fees. the solution has helped PEER 1 Hosting reduce operational costs. A current list of IBM trademarks is available on the web at "Copyright and trademark information" at ibm. or both. Other company. “With IBM. “We’ve grown capacity by 250 percent and grown revenue from backup storage services by 800 percent. ibm. Over the years. The information contained in this documentation is provided for informational purposes only. In the event a client experiences a complete server failure. or otherwise related to. the IBM logo. I’d estimate we would have needed two to three times more people to support our current clients. registered in many jurisdictions worldwide. with the recovery process taking about an hour for each machine.” —Tim Varma. NY 10589 U. “Using IBM Tivoli Storage Manager.com/tivoli TIC14191-USEN-00 189 . this documentation or any other documentation. IBM Tivoli Storage Manager for Databases enables the company to provide clients with hourly backups of their Microsoft SQL Server databases. PEER 1 Hosting has been able to command a strong lead in its market. PEER 1 Hosting © Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers. creating any warranties or representations from IBM (or its suppliers or licensors). other countries. PEER 1 Hosting has expanded its data protection service.” says Varma.com and Tivoli are trademarks of International Business Machines Corporation.S.com/legal/copytrade. I’d estimate we would have needed two to three times more people to support our current clients. Vice President. or visit the following website: ibm. Nothing contained in this documentation is intended to.” says Varma.

so we were confident that an IBM solution would be the right option for us. Danone has nominated IBM as its preferred hardware supplier. we have many years’ experience with IBM servers and storage. The solution virtualises new and existing disk storage systems. “And within our team at the UK and Ireland hub. For the UK and Ireland hub. in 2007. more integrated approach to IT. to design and deploy a new virtualised storage area network based on IBM SAN Volume Controller. so the IT team needed to decide on a replacement quickly.” explains Irek Zielinski. A heterogeneous storage landscape The existing storage infrastructure was based on SAN hardware from several different vendors and located at five different data centres. one of the top priorities in meeting this objective was to redesign the storage landscape. enabling the company to pool its resources and make more efficient use of storage capacity. Moreover. “However. “At corporate level. which made it difficult for the new IT hub to manage efficiently. IBM System Storage DS5020 disk systems and TS3310 tape libraries. Each region would have an IT hub that provides a standardised infrastructure to all regional business units. Transputec delivers the right combination of servers. baby nutrition and medical nutrition. the group decided on a new.IBM Systems and Technology Group Case Study Consumer Products Danone standardises on IBM storage for the UK and Ireland Building a manageable. Solution Danone’s UK team worked with Transputec.” Finding the right partner Transputec is an IBM Premier Business Partner that specialises in providing end-to-end infrastructure solutions for both mid-sized and large companies. That’s where Transputec came in. With long experience and deep expertise across a wide range of industry verticals. the hardware at one of the data centres was reaching the end of its four-year renewal cycle. software and services to enable clients to meet their business objectives. storage.” comments Irek Zielinski. located at five main sites. The company saw an opportunity to significantly reduce costs and simplify management by standardising on a single storage platform. and IBM Tivoli Storage Manager. when Danone acquired Royal Numico. In the UK and Ireland. each of the subsidiaries had built up its own IT infrastructure. these four business units are represented by group subsidiaries. The next step was to find a partner that could help us design a solution suitable for the size and requirements of our business. “Historically. waters. an IBM Premier Business Partner. IT Manager for Danone UK and Ireland. cost-effective and energyefficient virtualised storage hub with IBM and Transputec The Danone Group operates in four major markets: fresh dairy products. 190 .” Overview Business challenge Danone had built and inherited a variety of different storage solutions at five data centres across the UK and Ireland.

and using IBM Tivoli Storage Manager to optimise tape backup and restore processes.” says Irek Zielinski. This would help us save significant costs over the medium to long term. Simplifies storage management for all SANs within the main data centre. Looking at the solution overall.” 191 . since the whole landscape is virtualised. we get better performance and more capacity within a smaller physical footprint with lower electricity costs. “In addition. but wouldn’t have given us more flexibility or ease of management. and will ultimately provide a single point of control for all five Danone data centres in the UK and Ireland. Thinking outside the box “When we put out a request for proposals. “These might have delivered the capacity we needed. and the new hardware is also much more compact and over 30 percent more energy-efficient than our previous equipment. “For the UK and Ireland organisation. we would have one company – IBM – supplying all the hardware and software. enhancing business agility. we can actually make full use of the capacity – we’re not stuck with pockets of space trapped in different silos. “Instead of multiple vendors with different technologies and maintenance contracts.IBM Systems and Technology Group Case Study Consumer Products Business Benefits • Reduces the complexity of the storage environment and simplifies supplier management. Transputec was the only one to think outside the box and recommend IBM storage virtualization technologies.” says Irek Zielinski. potentially delivering seven-figure cost savings over three years.” • • • • Rapid results The Danone UK and Ireland team decided to go ahead with an initial implementation to replace the aging HP EVA SAN at its data centre in Ealing. avoiding additional hardware investments. “So far we have seen very encouraging results in terms of performance. Transputec also recommended installing a pair of IBM System Storage TS3310 tape libraries. Enables re-use of older systems as tier two and three storage.” continues Irek Zielinski.” comments Irek Zielinski. we needed a solution that would meet a mid-range budget while still delivering enterprise-level flexibility and performance. more dynamic allocation of storage resources. The new solution uses a combination of fibre channel and SATA disks to provide the optimum combination of price and performance: business-critical applications use the fast fibre channel disks. and one company helping us with implementation and support. while the SATA drives are used for cost-effective file storage and smaller applications. most of the respondents suggested traditional storage solutions. saving data centre space and cutting electricity costs. So it’s an upgrade in every respect. “The great advantage of Transputec’s proposal was that it would immediately simplify storage procurement and maintenance. Supports faster.” The Transputec proposal centred around an IBM virtualised disk solution – a combination of IBM SAN Volume Controller and IBM System Storage DS5020 disk systems that gives companies everything they need to get started with storage virtualisation. Delivers more than 30 percent greater energy efficiency within a more compact physical footprint.

logistics and government. When we have implemented it at our other four data centres. finance. develops tailor-made solutions. and is a key component in aligning our operations with Danone Group’s corporate IT strategy. This will greatly reduce storage management workload and help us improve business agility.” — Irek Zielinski. is the next phase. “Above all. Danone expects to see significant return on investment over the next three years. and supplies hardware and software to international clients in a diverse range of sectors. communications. visit: transputec. Transputec combines excellence in insights.com/systems/storage To learn more about products. For more information To learn more about IBM storage solutions. By moving from decentralised infrastructures to a more coherent and standardised IT hub concept.” About Transputec Founded in 1984. contact your IBM sales representative or visit: ibm. services and solutions from Transputec. and just purchase some new IBM hardware to handle tier one applications. it will provide a fully standardised central point of control for all the UK and Ireland SAN landscapes. relationships and innovations to drive businesses forward. IT Manager for Danone UK and Ireland Significant return on investment Once the rollout to the remaining sites is complete. At the very least. without necessarily requiring much additional investment in new storage hardware. this solution from IBM and Transputec provides an excellent foundation for the future growth of our operations in UK and Ireland. construction. we will be able to reassign our existing storage systems for tier two and three storage.IBM Systems and Technology Group Case Study Consumer Products Looking to the future Solution Components Software • • IBM® SAN Volume Controller IBM Tivoli® Storage Manager IBM System Storage® DS5020 IBM System Storage TS3310 Transputec Servers • • IBM Business Partner • He adds: “The exciting part of the project.” “This solution from IBM and Transputec provides an excellent foundation for the future growth of our operations in UK and Ireland. IBM SAN Volume Controller can be used to virtualise all kinds of storage systems – even if they are not from IBM. however.com 192 . including commerce. we will be able to deliver more and better IT services with greater flexibility and at significantly less cost. and is a key component in aligning our operations with Danone Group’s corporate IT strategy. Transputec manages IT services.

product or service names may be trademarks. program or service is not intended to imply that only IBM’s product. A current list of other IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. This publication is for general guidance only.com. In some cases. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. IBM and Transputec are separate companies and each is responsible for its own products. registered in many jurisdictions worldwide. IBM warranty terms apply. concerning the other’s products. System x. Any reference to an IBM product. program or service may be used. the IBM logo.© Copyright IBM Corporation 2011 IBM United Kingdom Limited PO Box 41 North Harbour Portsmouth Hampshire PO6 3AU Produced in the United Kingdom June 2011 All Rights Reserved IBM. Regardless. program or service may be used instead. References in this publication to IBM products. Any functionally equivalent product. ibm. Other company.shtml. programs or services do not imply that IBM intends to make these available in all countries in which IBM operates.com/legal/copytrade. System Storage and Tivoli are trademarks of International Business Machines Corporation. the hardware product may not be new and may have been previously installed. Please Recycle TSC03127-GBEN-00 193 . Neither IBM nor Transputec makes any warranties. Photographs may show design models. express or implied. or new and used parts. or service marks of others. IBM hardware products are manufactured from new parts.