IBM is hosting a free webcast next week that demonstrates how to implement ITIL processes using IBM SmartCloud Control Desk.
: May 8, 2012
: 11:30 a.m. to 12:30 p.m. Eastern Standard Time
: 60 minutes
As organizations deploy cloud and virtualized environments, end users have the expectation of seeing their requests fulfilled within minutes. This is true in development and test environments that don't have much governance requirements. However, when the same requests are made in production environments that are subject to change governance and ITIL best practices, the governance system has to be similarly quick and responsive to meet user expectations.
Using the IBM SmartCloud Control Desk, we will demonstrate scenarios that show how to implement ITIL processes using a “manage-by-exception" model, allowing requests to go through in an automated way with no human touch for routine cases. When exception conditions are encountered, tasks can be queued for humans to review and perform. The live code demonstration will involve showing key product features like:
- origination of requests using a self-service catalog interface
- automated impact analysis using CIs and relationships in the CMDB
- automation of the request fulfillment via ITIL v3 processes with no human touch
- seamlessly adapting the flow and including human oversight when risk and impact thresholds are crossed
We will demonstrate how the SmartCloud Control Desk performs the necessary analytics, and adapts the process flows based on the results of the analytics. This helps customers support a higher rate and pace of change in cloud environments, with improved responsiveness and reduced labor costs, while still following ITIL best practices.
About the speakers
, Senior Technical Staff Member and Chief Architect, IBM IT Service Management Solutions. Dr C. J. Paul is the chief architect of IBM's family of ITIL-aligned process automation software solutions including Tivoli Service Request Manager, Change and Configuration Management Database, Tivoli Asset Management for IT. He is also the software technical lead for the Tivoli Live Service Manager (SaaS offering) and the newly launched IBM SmartCloud Control Desk. He guides a team of software architects, designers and developers in several development labs around the world to build these software products and solution best practices. He is also the technical steward of the IBM Tivoli Unified Process - a detailed elaboration of the ITIL processes with additional details that enable process automation. Dr. Paul has worked with dozens of Fortune 500 clients all over the world to deploy these software products in production environments. He provides consulting guidance to clients and mentors services deployment architects who work with customers on their ITIL deployments worldwide.Chris Dittmer
, Worldwide Sr. Market Manager, IBM Tivoli IT Service Management. Chris is currently driving the strategy for a portfolio of IT service management software products for IBM as Worldwide Sr. Market Manager. Prior to this role, Chris worked in internal corporate strategy and as a consultant for IBM. His previous experience also includes operational planning for the US Government, project management in financial services, consulting in the manufacturing industry, and management of a technology start-up. He holds an undergraduate degree from Washington University and an MBA from Harvard Business School.Rich Johnston
, Product Manager, Tivoli Change and Configuration Management Database, IBM SmartCloud Control Desk. Rich is the Product Manager for Tivoli’s Change and Configuration Management Database and the new IBM SmartCloud Control Desk. After 30+ years at IBM, Rich has worked in pretty much all areas of IBM, from mainframe, customer relations, software support, network management and distributed service management. He has led teams of programmers in storage management for VM and NPM. Through this broad range of experiences, Rich is able to provide a unique view into the workings of IBM products and how best to apply current service management technologies to solve customer problems.