Business Service Management Best Practices

Business Service Management Best Practices

by Budi Darmawan, Kimberly Cox, Bahaeldin Ragab
Released June 2004
Publisher(s): IBM Redbooks
ISBN: None

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Book description

This IBM Redbooks publication discusses Business Service Management best practices. Business Service Management is a key component of IBM’s on demand Automation Blueprint. It is the top layer of the system management discipline which enables IT management to be related to the business.

The ultimate goal of the IT infrastructure is to leverage its value to support the business. The IT infrastructure management should then be aimed at minimizing disruption to business processes and functions. This goal is realized with the Business Service Management (formerly also called Business Impact Management).

Using Business Service Management, IT resources management is aligned with the business processes and functions:

- Establishing a Service Level Agreement with IT users
- Understanding how IT resources impact business processes
- Ensuring IT resources fulfill the Service Level Agreement and minimizing disruption to business functions

This book describes the relevant concepts, as well as planning for and implementing Business Service Management. The implementation is described using a sample business function of an e-business solution.

Table of contents

  1. Notices
    1. Trademarks
  2. Preface
    1. The team that wrote this redbook
    2. Become a published author
    3. Comments welcome
  3. Chapter 1: Introduction to Business Service Management
    1. IT organization evolution
    2. The IBM on demand Automation Blueprint
    3. Business Service Management
    4. Discussion scope
  4. Chapter 2: Business Service Management concepts
    1. Business Service Management concept
      1. Service Level Management
      2. Implementation considerations
    2. IBM Tivoli product mapping
    3. Overview of IBM Tivoli Business Systems Manager
      1. IBM Tivoli Business Systems Manager components
      2. IBM Tivoli Business Systems Manager servers
      3. Important concepts in IBM Tivoli Business Systems Manager
      4. IBM Tivoli Business Systems Manager distributed object types
    4. Overview of Tivoli Data Warehouse
      1. Benefits of using Tivoli Data Warehouse
      2. Tivoli Data Warehouse structure
      3. Tivoli Data Warehouse components
    5. Overview of IBM Tivoli Service Level Advisor
      1. How IBM Tivoli Service Level Advisor works
      2. Inside the IBM Tivoli Service Level Advisor
      3. IBM Tivoli Service Level Advisor databases
      4. The Service Level Management life cycle with TSLA
  5. Chapter 3: Planning for Business Service Management
    1. Overview
    2. Sources of information
    3. Information collection
      1. Business process decomposition (1/2)
      2. Business process decomposition (2/2)
      3. Documentation of Service Level objectives
      4. Understanding the current monitoring environment
    4. Designing the solution
      1. Solution structure
      2. Hardware and software configuration
      3. Monitoring standard and required modification
      4. IBM TBSM object type selection
      5. Business System View design (1/2)
      6. Business System View design (2/2)
      7. Data collection design
      8. Service Level management design
  6. Chapter 4: Business Service Management sample implementation
    1. Sample environment
    2. Constructing the solution
      1. Solution structure
      2. Solution configuration
      3. Monitoring architecture
      4. Object class selection
      5. Business System View design
      6. Data collection design
      7. Service Level monitoring
    3. Implementation overview
    4. IBM Tivoli Monitoring profiles
      1. Profile Managers and IBM Tivoli Monitoring profiles
      2. Detailed profile setting
    5. IBM Tivoli NetView monitoring (1/2)
    6. IBM Tivoli NetView monitoring (2/2)
    7. Web transaction response time monitoring
      1. Quality of Service monitoring
      2. Synthetic Transaction Investigator monitoring (1/2)
      3. Synthetic Transaction Investigator monitoring (2/2)
    8. Defining TEC rules
      1. Adding IBM Tivoli Monitoring rules
      2. IBM Tivoli Monitoring for Transaction Performance rules
      3. IBM Tivoli NetView rules
      4. Assembling a new TEC rule base
      5. IBM Tivoli Business Systems Manager customization
      6. Defining TBSM object types
      7. Setting object hierarchy
      8. Defining business systems
      9. Defining TBSM operators
    9. Configuring Tivoli Data Warehouse
      1. Collecting information from IBM Tivoli Monitoring
      2. Collecting information from Web Services Courier
      3. Enabling ETL in Tivoli Data Warehouse (1/2)
      4. Enabling ETL in Tivoli Data Warehouse (2/2)
    10. Customizing IBM Tivoli Service Level Advisor
      1. Defining the operation
  7. Abbreviations and acronyms
  8. Related publications
    1. IBM Redbooks
    2. Other publications
    3. How to get IBM Redbooks
    4. Help from IBM
  9. Index (1/2)
  10. Index (2/2)
  11. Back cover

Product information

  • Title: Business Service Management Best Practices
  • Author(s): Budi Darmawan, Kimberly Cox, Bahaeldin Ragab
  • Release date: June 2004
  • Publisher(s): IBM Redbooks
  • ISBN: None