Tony Pearson is a Master Inventor and Senior IT Architect for the IBM Storage product line at the
IBM Executive Briefing Center in Tucson Arizona, and featured contributor
to IBM's developerWorks. In 2016, Tony celebrates his 30th year anniversary with IBM Storage. He is
author of the Inside System Storage series of books. This blog is for the open exchange of ideas relating to storage and storage networking hardware, software and services.
(Short URL for this blog: ibm.co/Pearson )
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I'm continuing my coverage of IBM Systems Journal's [fifteen articles about IBM Service Management].As storage hardware cost per GB declines 25 percent per year, the cost of labor has grown to nearly 70percent of the total IT budget. This brings new focus on how we do things, rather than what things siton the raised floor. Yesterday, my post summarized[the first five articles].Here is what I got out of the next five articles:
Integrated change and configuration management
IT Infrastructure Library (ITIL) best practice covers a variety of disciplines, including incident management,problem management, release management, service help desk, change management, and configuration management.IBM has combined the last two into a single database, and this paper provides insights gained fromimplementing these in practice. A special section talks about how service providers can support multipleclients that must be kept separate from each other.
The process of building a Process Manager: Architecture and design patterns
Business processes coordinate and sequence the work done by a collection of people.Most companies define their business process from scratch, and develop their own applicationsto support their implementation. Process Managers are "out of the box" applications that help customers integrateand automate more quickly than building from scratch. These Process Managers leverage and update informationabout configuration items (CIs) in the configuration management database (CMDB). One of the first developedby IBM was the IBM Tivoli Storage Process Manager.
Integration of domain-specific IT processes and tools in IBM Service Management
ITIL tells you what needs to get done, but it doesn't tell you exactly how to do it. Completing a simplechange request to the IT environment can have a drastic impact on service level agreements (SLAs), utilization of existing storage capacity, and business operations. Sometimes it is important to use multipleProcess Manager applications together. To accomplish this, it is important to launch and land in contextat the appropriate points for smooth transition.
Using a model-driven transformational approach and service-oriented architecture for service deliver management
Companies are considering outsourcing as a way to focus on core competencies. However, the trend is towardselective outsourcing, where the customer controls the IT solution architecture and retains their legacy tools.As a result, service providers inherit the business and IT processes from their clients. IBM Research has developed the model-driven business transformation (MDBT) method that choreographs workflow tools with humanactivities. A "balanced scorecard" allows both client and outsourcer monitor progress towards strategic goals.
Catalog-based service request management
Service providers (outsourcers) are able to bring the latest IT technology, best practices, and skilledservice delivery teams. Unfortunately, unique business processes from each client limits the ability to leveragethese resources effectively. A service delivery management platform (SDMP) catalog serves as a repositoryof atomic services and the delivery teams that can perform them. This allows outsourcers to leverage resourcesacross multiple clients, while still being able to tailor business compositions of these atomic services to an individual client's requirements.
Well, it's the last day of the year, and I will be celebrating the new year soon.In the mean time, I leave you with an interesting triple combo related to information.
Nick Carr in his post [Cleaning the Slate] offers a list of articles he did not have time for in 2007.Of these, I enjoyed the 7-page keynote address[Information, Knowledge, Authority and Democracy] by Hunter R. Rawlings III.He talks about the importance of recorded knowledge, including discussions by the US founding fathers Thomas Jefferson and James Madison, and how information is an essential part of democracy.Here's a brief excerpt:
Following the burning of the Capitol in 1815,President James Madison restored the Library of Congress by purchasing ThomasJefferson’s library for the nation. It was Jefferson’s unique classification scheme that thefirst full-time Librarian of Congress, appointed by Madison, used in reorganizing theLibrary. The United States, embodied in the Congress, was to have the best library inthe world because knowledge was necessary to its fundamental purpose, the creationand protection of liberty.
James Madison believed, in other words, that he lived in a “knowledge age.” In ourmyopic way, we like to think that we invented the knowledge age sometime late in the20th century. We did not. Madison and his contemporaries had complete faith andconfidence in the necessity of what they called “useful knowledge,” which, of course,privileged many things we no longer consider useful, such as the ability to read Latinand Greek and to understand the lessons of ancient history.
...by employing collaborative filtering, you use other people’s time to weed out the things that would waste yours. In fact, Del.icio.us and Stumble Upon polls your friends and people with similar interests for the most crucial sources of information and anything else you might have accident skipped over. If The Wisdom of Crowds has taught us anything, it is that a large group of people is drastically more efficient than you’ll ever be on your own.
Unless you enjoy grinding yourself to the bone, use this principle—whether you call it “crowdsourcing” or otherwise—to stop drinking from the information fire hose. It’s not more information, it’s better information, that distinguishes the real winners in business and life.
Finally, Galacticast presents [A Copyright Carol],a humorous 5-minute parody video on what might happen in the future as a result of lawslike the Canadian Digital Millennium Copyright Act[DMCA].
Over 4,000 issues of your favorite magazine now sit, ready for you to search and savor, on an 80GB incredibly lightweight and travel-friendly drive. This high-performance, brushed-aluminum Hard Drive measures only 3x5-inch and can easily fit inside a purse or briefcase so show it off to your tech-savvy friends and co-workers. Plus, there is plenty of extra room on the drive for future updates. Simply install The Complete New Yorker Program (installation CD provided), then connect the drive to a USB port on your Computer and have instant access to every article, poem, short story, and cartoon including every advertisement that has appeared in the magazine since 1925.
System Requirements: Windows 2000 or XP, Mac OS X 10.3 or higher, USB 2.0 port, CD-ROM drive, 750 MB of free hard drive space, 1024 x 768 minimum screen Resolution
The 750MB of disk space required on your system probably contains the indexing/metadata search system to find articles by subject, title or author. Linux is not listed, and if 750MB of disk space are required to run the program, then perhaps this system won't work with Linux at all.
The system claims that there is extra room on the disk to ingest future issues of the magazine. I wonder why they didn't put the indexing/metadata search software on the drive itself, so that it would be self-contained, rather than having a separate installation CD.
I think this is a sign of our times. The New Yorker magazine has taken the archives that they keep anyways, and made them available in bulk, in a handy disk drive delivery system. I know several people who keep boxes and boxes of back issues of all kinds of magazines, and this certainly is an improvement.
From a technology-oriented to a service-oriented approach to IT management
Companies are challenged with shifting from a technology/resource-oriented to a service-oriented approach to IT management. This involves new processes, a new reportingstructure for the IT staff, new tools and technologies, and new data to be captured.A top-down approach is recommended for large organizations, but a bottom-up approachmight be easier to implement for small and medium sized businesses.
IT service management architecture and autonomic computing
IBM has been promoting the concept of Autonomic Computing since 2001. A self-managed resource can have an autonomic manager with sensor and effector. The sensor is used to monitor status, a knowledge basecan analyze and plan for appropriate modifications, and execute these through theeffector. The Autonomic Computing Reference Architecture (ACRA) aligns with the Information Technology Service Management (ITSM) model well, with the CMDB acting asthe knowledge base for the autonomic managers. See my earlier post[Self tuning guitars and storage].
Evolving standards for IT service management
Changes to the IT infrastructure must be closely managed to avoid disruptions.IT organizations recognize that standards-based solutions enable interoperability,with less risk, to connect internal and external applications. Standards can be formally developed by standards bodies like ISO, IETF, W3C, OASIS, and DMTF; or be de facto standards that become widely used by companies, which can then laterbe adopted by standards bodies. SML and SDD are emerging standards that are incompatible with the current set of Web Services-based protocols, like WSDM, but work isunderway to try to determine a unifying standard to support all of these under ITSM.
Prospects for simplifying ITSM-based management through self-managing resources
An ideal computing system would take over a great deal of its own management.Today's IT systems are brittle, difficult to understand, and dangerous to change.The savings from automating some tasks are dwarfed by the irreducible costs of humandecision making, agreements and approvals built in formal processes. A true self-managing, scalable IT system would consist of a number of nearly-identical boxes,with a web interface to define high-level policies and provide information on utilization and performance. As the system needs to expand, it can automatically place the order. When the new boxes arrive, they are placed and connectedinto the data center, and the system configures and provisions them appropriately.
IT Autopilot: A flexible IT service management and deliver platform for smalland medium business
Using an airplane analogy, the pilot performs manual steps to get the plane safelyoff the ground, then turns it over to the autopilot for normal operations. The ITAutopilot intends to do this for IT service management in small and medium business (SMB)that may not have a large dedicated IT staff, using an SOA approach that isloosely coupled, stateless, and adhering to Web Services standards. The IT Autopilotemploys workflow-based controls, the autonomic computing MAPE model, and customizedpolicies to address SMB requirements. It could be deployed as an appliance, similarto IBM System Storage Productivity Center.
Registration for [IBM Pulse 2008] is now open! This is the first ever global conference to cover not just Tivoli Storage software, but also the rest of Tivoli portfolio,Maximo and Tivoli Netcool products, and disciplined service management and governance practices and procedures.
Join us on May 18-22 in Orlando, Florida. You'll learn how IBM service management solutions can give you the visibility needed to see all aspects of your business and manage it against objectives, control to secure assets, and automation to drive business agility for competitive advantage.
Leverage this opportunity to meet with fellow clients, IBM partners, industry analysts, and IBM experts in an environment dedicated to the latest technology, trends, and best practices in service management. Whether youl are in network and service operations, IT, the executive office, line of business or services sales, IBM Pulse offers keynote presentations, in-depth seminar sessions, exhibitions and hands-on labs.
But wait, there's more!
One-on-one meetings with IBM executives and industry experts
Presentations by more than 100 customers sharing their real-world experiences and lessons learned
An evening of "Speed Training" (a la [speed dating]) for technology consulting: Ask specific questions of our technical subject matter experts – and get answers instantly
I realize this conference is five months away, however one of my pet peeves is learning about a conference, especially a first-of-its-kind conference like this one, at the last minute, and not having time to plan accordingly. Travel budgets are tight for lots of people, so as an added incentive there is a $600 US dollar discount per person if you register before February 1, 2008. So don't wait! Sign up today!