IBM Service Management

IBM supports and drives standards across all Service Management requirements

Why do open standards matter? They…

• Remove industry bottlenecks
• Integrate cross-industry networks
• Reduce industry inefficiencies
• Ignite innovation

A comprehensive approach to Service Management requires standards for information, processes and services across the full service lifecycle so that people and technology can interact in an effective, efficient way. Standards-based ecosystems promote interoperability by using open, published specifications for APIs, protocols and data and file formats, so you can simplify data sharing among disparate internal and external business systems. Common process standards can unify IT teams by providing a shared vision and vocabulary for describing key artifacts and activities across the service management lifecycle.

Leading and participating in the definition of standards
With IT environments complex, disparate and heterogeneous across the enterprise, IBM leads in the definition of IT management standards. For ideal flexibility and componentization, IT infrastructure must evolve from silos of complex, over-provisioned, proprietary hardware and software – to a standards-based infrastructure in which processes can be optimized across the entire organization.

Building a unified standards-based infrastructure will help you integrate your existing resources, and build and deploy more effective applications in response to changing business requirements and compliant with business policies. And standards protect your IT infrastructure investment, especially as proprietary solutions and architectures become obsolete.

IT Service Management Standards

In order to optimize the creation and delivery of high-performance services to the business, standards are required in each of the major categories of the IT service architecture.

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  IBM White paper

IBM co founded this open source community to give customers more choices for deploying open-standards-based storage infrastructure software. The organization plans to develop a common storage software management platform that will give customers greater flexibility in the way they manage their storage environments.

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Application Response Time measurement (ARM) Standardization

* Open Group standard for measuring response times of applications
* ARM has been implemented in IBM middleware including WebSphere, and DB2 and third parties such as Siebel

AS 8018 is the Australian adaptation of BS15000, a standard that defines requirements to provide managed services. With BS15000, AS 8018 has been superseded by ISO 2000.

BS15000 is a standard which defines the requirements to provide managed services. Superseded by ISO 20000.

CMMi. (Capability Maturity Model Integration) – is a process improvement approach stewarded by the Carnegie-Mellon Software Engineering Institute. CMMI helps integrate traditionally separate organizational functions, set process improvement goals and priorities, provide guidance for quality processes, and provide a point of reference for appraising current processes.

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COBIT (Control Objectives for Information and related Technology) – is a common audit framework of IT control objectives commonly used by auditors in the IT Control aspects of Sarbanes Oxley related audits. COBIT audits indicate that IT controls considered "good practices" are in place in a verifiable way. The results are useful to the company to understand where remediation may be required

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Eclipse – is an open source platform standard for software development tooling that can be used to develop components and interfaces. The Eclipse Platform simplifies development environment complexity and consolidates the use of diverse development technologies, making it easier to develop, test and deploy high-quality software.

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• Visit the Eclipse Foundation

eSCM (e-Sourcing Capability Model) – is a quality model specifically applicable to the entire life cycle of a process outsourcing relationship and has been developed by the IT Services Qualification Center (ITSqc) at Carnegie Mellon. eSCM certification gives prospective clients a guide to evaluate, select and monitor service providers based on key Business Transformation Outsourcing (BTO) capabilities such as knowledge, performance, relationship and technology management, as well as contracting, service design and deployment, service delivery and service transfer.

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ISO 9000 is a set of standardized requirements for a quality management system. "Quality management" is what the organization does to ensure that its products or services satisfy the customer's quality requirements and comply with any regulations applicable to those products or services.

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ISO 20000 is a new international standard, recently approved for publication. Superseding BS15000, this new standard defines the requirements for a service provider to deliver managed services. ISO 20000 certification promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements.

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• We published the "IT Service Management reference model" to help customers understand requirements for an IT management structure based on open standards.

• Read the IT Service Management reference model

The Information Technology Infrastructure Library (ITIL) is an important standard in providing a structured approach toward IT service management.

IBM is a supporter, contributor and reviewer of ITIL documents since the very beginning of ITIL in 1988.

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Specification submitted by the OASIS Technical Committee, led by IBM for standardizing software deployment.

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The Unified Modeling Language™ (UML™) is the industry-standard language for specifying, visualizing, constructing, and documenting the artifacts of software systems. It simplifies the complex process of software design, creating a "blueprint" for construction.

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An SOA-based standard for managing resources and services via Web service protocols.

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