Since organizations
today are operating in dynamic
environments, there is a need to improve
performance while managing trade-offs.
Under such a pressure, customers seek
advantage from service providers which
places additional pressure on them to
maintain a competitive advantage with
respect to the alternatives that
customers may have. In order to cope
with such pressure, they need to close
the gaps in capabilities. And here comes
the role of “Service Management”.
Service Management
is a set of specialized organizational
capabilities for providing value to
customers in the form of services. These capabilities are influenced
by some challenges that distinguish
services from other systems of value
creation, such as the difficulty to
measure, control & validate and
high-level contact for producers and
customers of services.
Service Management
is served by some public frameworks and
standards which organizations use to
cultivate their own proprietary
knowledge, the most important of which
are COBIT, CMMI, ISO and ITIL. The main
focus of these public frameworks and
standards, ITIL in particular, is the
services life-cycle and its management,
which implies a lot of different
processes organizations have to adopt
and follow to obtain maximum level of
productivity and highest level of
efficiency. This number of processes and
their importance necessitate their
automation to facilitate their
implementation and help achieve the best
results out of them.
This technology
automation helps organizations by
improving the availability and quality
of entire business processes delivered
to end users through faster problem
resolution, increasing applications
availability and manageability by
resolving cross-platform dependencies
and reducing operational complexity
through platform-independent status
display & management and reduced
complexity through groups, dependencies
& goal-driven automation.
In this context, IBM Tivoli platform has always been
keen to cope with the international
public frameworks and standards and to
contribute to the concept of Service
Management by providing business with
all it needs from products that serve
this concept. IBM Tivoli platform
provides organizations in different
industry sectors with a complete
automation suite of products that help
achieve the desired pre-mentioned
benefits, maintain their assets and
increase their ROA.
.Maintaining
assets and increasing their ROA is given
a high priority in the business arena
nowadays due to the increasing awareness
of their importance, not the physical
one, but the functional one of what
these assets do to deliver the best
services to the customer.
From this
perspective, another important concept
was raised to serve this target of asset
maintenance, preservation and return
increase, which is the “Enterprise Asset Management (EAM)”, meaning the
whole life optimal management of the
physical assets of an organization to
maximize value. By managing assets
across the facility, organizations can
improve utilization and performance,
reduce capital costs, reduce
asset-related operating costs, extend
asset life and subsequently improve ROA.
Similarly, IBM
Tivoli platform copes with this
concept by providing an Enterprise Asset
Management (EAM) solution, which is an
integrated solution used to design,
build, procure, operate, maintain,
modify and dispose an enterprises’
assets such as the buildings, real
estate, facilities, fleet and plant
equipment, IT equipment and networks
over the assets’ life cycle, as well as
the inventory and human resources
associated with maintaining those
assets. EAM solution tracks and manages
assets in the different industry &
business sectors such as utilities,
transportation organizations, fleet,
seaports, airlines, facilities,
healthcare, pharmaceuticals, defense and
IT.
IBM Tivoli platform also
copes with Service Management in integrating Technology Automation with
Enterprise Asset Management,
providing organizations with a complete
platform of products facilitating their
business and helping them operate at
highest performance and efficiency
levels.
