Tivoli Business Service Manager v 4 1 0

IBM Software Group | Tivoli software Agenda – What is Business Service Management? – What is TBSM 4. 1? – Why Sell? – Who to sell to? – The value of BSM and TBSM IBM Software Group | Lotus software – Competitors – More Information 2

IBM Software Group | Tivoli software Service Management requires a closed-loop approach § Event Management How does this relate to the business service? IBM Software Group | Lotus software § Business Service Visualization § Process Automation What’s happening with the infrastructure? What actions do we take to correct the problems? 3

IBM Software Group | Tivoli software Business Service Management Service Dashboard Tivoli Integrated Portal • Common Portal • Linked Integration • Reporting • Historical Reporting Additional KPI & Business Support Data TBSM Change and Process Management Process Managers TSLA CCMDB TADDM Impact – Advanced Event & Data Correlation Omnibus – Event Consolidation & Correlation IBM Software Group | Lotus software Analytics Sub. System Performance Analytics Service Assure Server, Systems, & Application Availability & Performance Management OMEGAMON ITCAM ITM Resource Metrics & Enterprise Warehousing Operatin g Systems Applications Middleware ERP systems Probes Distributed Mainframe Netview z/OS Network Availability and Performance Management Topology RCA Wired Perf. Wireless Perf. Precision Proviso Network Assure TSOM. TIM, TAM, ISS SLA for TEP Service Provider Network Warehousing Wire-line Networks Wireless Networks 4

IBM Software Group | Tivoli software What is BSM? IT in Business Terms Aligning IT with Business BSM is not. Prioritize a Product IT according to IBM Software Group | Lotus software Business Impacts Managing by Service Not by IT Infrastructure Run your IT like a Business 5

IBM Software Group | Tivoli software Key Thought BSM is a journey and must incorporate the people, process and technology IBM Software Group | Lotus software and information that support the business. 6

® Business Service Management © 2006 IBM Corporation © 2007 IBM Corporation

IBM Software Group | Tivoli software What is a Business Service? Traditional understanding: § A customer, partner or user facing business application. – Examples: SAP, Seibel, Oracle, Microsoft Exchange IBM Software Group | Lotus software Business Service defined: § A business service is any customer, partner or user facing group of applications, middleware, security, storage, networks and other supporting infrastructure that come together to enable a comprehensive, end-to-end business process, transaction, or exchange of information. Examples: Online banking, e-commerce, credit card processing 8

IBM Software Group | Tivoli software Single Effective Management Interface: Business Dashboard Realtime Business Indicators Service Status Indicators Domain Status Indicators IBM Software Group | Lotus software Third Party Data Realtime & Historical Reports 9

® Business Metrics vs. IT Metrics © 2006 IBM Corporation © 2007 IBM Corporation

IBM Software Group | Tivoli software What are KPIs? KPIs (Key Performance Indicators) are Operational, Line of Business, and financial metrics that reflect the strategic performance of an organization Sample KPIs: Banking Transactions, Medical Record IBM Software Group | Lotus software Lookups, processed orders, failed transactions, transaction response time 11

IBM Software Group | Tivoli software KPIs by Industry (sample) Retail Financial Services - Teller, ATM, Retail Banking Transactions completed - Avg. Response Time by Transaction Type - Failed Transactions - Revenue from transactions - Operational Penalty for application downtime and severe performance degradation Auto Manufacturing Sales - Dealer Application Availability - Orders processed - Failed & reprocessed orders - Order processing time when circuit utilization high. Video Publishing Number of videos purchased by retailers Equities Trading IBM Software Group | --Lotus software ‘Order processing’ application availability - Transactions completed online - Transactions passed to trading floor - Online trading application performance - Online trading application availability - Partner network circuit availability - Failed & reprocessed orders ASPs (service hosting) - Active Users per application instance by Customer SLA Type - Failed queries per application instance - Average logged-in time by customer - Average transaction completion time, and comparison to historic metrics under identical loads Great location on industry specific KPIs: http: //w 3 -03. ibm. com/sales/compass/industry/lc/custbusvalqv. nsf/Content/85257067%3 A 00573 A 45 12

IBM Software Group | Tivoli software IT Centric KPIs Email Environment Server Virtualization - LPAR & Virtual Machine Utilization MB of email processed by server and region Internal and external Messages transferred Average internal & external email transfer times Failed transfers Physical server or mainframe utilization Efficiency achieved through virtualization Virtual Instance and physical device availability 3 Tier Web Applications Enterprise Operations IBM Software Group | Lotus software - Breakdown of response times by tier and network - Response time by tier as percentage of historic averages - Active Users per application - Load Balancer sessions High Severity Tickets per Line Of Business Line of Business Application Availability Mean Time To Repair User experience by line of business vs. historic average 13

® Delivering BSM © 2006 IBM Corporation © 2007 IBM Corporation

IBM Software Group | Tivoli software TBSM facilitates the linking IT to the Business Experience Real-time Transaction Performance, Service Status, and End-User & Service Experience (ITCAM portfolio, 3 rd Party) Dependencies How does this relate to the business service? Relationship and Discovery Data – TADDM, CCMDB, MRO Asset, Inventory, Network Mgmt, BPEL, 3 rd Party CMDB IBM Software Group | Lotus software Infrastructure Events Service Management Any Event or Fault from Any Source - ITM, Omnibus, TEC, ITCAM, OMEGAMON XE, NMS, EMS, Devices, 3 rd Party What’s happening with the infrastructure? Actions Views Impact Analysis, Task Automation, Config, Provisioning, Activation, and Orchestration – TPM, TCM, TIO, Impact Business Views: SLM/SLA, Rev$$, Health, Customer Operational Views: RCA, Compliance, Impact Analysis, Incident Mgmt. Business Metrics Business Support Data – Incidents, Call Records, Billing Data, Process dependencies, Revenue, and Risk Analysis data What actions do we take to correct the problems? 15

® Tivoli Business Service Manager © 2006 IBM Corporation © 2007 IBM Corporation

IBM Software Group | Tivoli software TBSM v 4. 1 Architecture Legend = TBSM V 4 installed TBSM V 4 Web-Console ITM v 6 Integration Netcool Impact: for 3 rd party CMDB, XML Web. Services & others OMNIbus Gateway For Trouble Ticket MOSWOS TBSM Server TBSM Agent Service Model Choice of 9 Server Platforms TADDM Discovery Flow Discovery Integration Tivoli Data Warehouse v 2. 1 OMNIbus Server Reporting Netcool Reporter IBM Software Group | Lotus software Status Event Flow IDML Out-of-box Status Event Mapping Ø HP Open. View NNM Ø CA Unicenter TNG Ø BMC Patrol Ø Net. IQ Historical Reports Ø Syslog Ø SNMP v 1, 2, 3 Ø All 3 rd Party Ø EMS/NMS Probe Library now covers 500+ Event Sources – Largest Available Ø TEC Ø ITM v 5 Ø ITM v 6 Ø OMEGAMON Ø ITCAM Ø IMS Ø ASG Ø CICS Ø BMC Ø DB 2 Ø CA Ø TWS Ø SA/390 Distributed and z/OS Monitoring 17

® Business Service Management Discovery Library Adapters z/OS © 2006 IBM Corporation © 2007

IBM Software Group | Tivoli software BSM Solution – High Level Architecture Expa nd to 500+ Data Feed s Customer Resource Data (Inventory, CMDB, Provisioning Data) visualization structure status permissions TBSM TADDM rules Dependencies Events RAD Resource, Application, Network Discovery IBM Software Group | Lotus software Event Engine drives component status/health (OMNIBus – TEC, ITM, Probe feeds) z/OS Mainframe resources, (OMEGAMON, 3 rd Party applications) Business Data CMDB Leverage Customer Data: (used to define services, drive health & compliance, & align IT resources to business service context) MYSQL MSSQL ORACLE DB 2 Postgres Incidents, Transactions, Billing, Performance, Process, Compliance structure status Customer Resource Data (Inventory, CMDB, Provisioning Data) Any RD BM S Relationships & Health 19

IBM Software Group | Tivoli software BSM Solution for z/OS – Out-of-Box support TBSM v 4. 1 will provide support for the following z/OS Data Sources: – OMEGAMON XE v 3. 1, v 4. 1 Agents • • • OMEGAMON XE Distributed Agents and monitored resources will be discovered by the TMS Discovery Library Adapter OMEGAMON XE status event integration will be supported by the OMNIbus EIF Probe. This support is not agent specific. TBSM out-of-box configuration provided for discovery and status event flows – General z/OS Resources • The z/OS Discovery Library Adapter will discover the following z/OS resources and relationships: – – – – • • IBM Software Group | Lotus software z. Series hardware and z/OS details Address Space details and relationships DB 2 Subsystem details and relationships IMS Subsystem details and relationships MQ Subsystem details and relationships CICS Region details and relationships Web. Sphere Application Server details and relationships Status event integration for z/OS discovered resources will be supported by the OMNIbus EIF Probe. Customers may send their own EIF status events to discovered resources – Options include Net. View for z/OS Event Automation Service and EIF in USS 20

IBM Software Group | Tivoli software BSM Solution for z/OS – Alignment with OMEGAMON Business Component Views • Executives • Business Managers • End Users TBSM Operational Component Views • Application Support staff • Help Desk staff • Operations staff TBSM IBM Software Group | Lotus software Infrastructure Views • Operations staff TBSM provides value-add to an OMEGAMON XE / DE solution • Technical Support staff • Visualize business services and supporting infrastructure from the top down ITM & OMEGAMON XE monitoring with the Business service monitoring • Integrate IT infrastructure • Integrate business metrics and status with infrastructure metrics and status from OMEGAMON • Low Manager of managers – supports a wide variety of data sources for alerts and metrics level Diagnostics • Multi-path propagation for alerts as well as aggregation of business metrics Technical status Support staff • • Integrate Tivoli Service Level Advisor – combines real-time SLA evaluation with historical trending and Systems with Programmers analysis OMEGAMON Classic 21

IBM Software Group | Tivoli software BSM Solution for z/OS – Alignment with OMEGAMON IBM Software Group | Lotus software 22

IBM Software Group | Tivoli software Agenda § IBM Tivoli Business Service Manager V 4. 1 with z/OS Deep Dive – Key Features – z/OS Discovery – z/OS Service Modeling using Component Registry – z/OS Status Event Flows IBM Software Group | Lotus software 23

IBM Software Group | Tivoli software What is the IBM Discovery Library? … IDML? … Common Data Model? § An XML schema specification, called IDentity Markup Language (IDML*), that includes the definition of the IBM Common Data Model. – It is a set of specifications, components, and best practices for communicating the discovery of resources and the relationships between resources within the enterprise. § The IBM Discovery Library facilitates a lightweight, common way to share information about discovered resources and relationships through the implementation of IDML IBM Software Group | Lotus software § Discovery Library Adapters (DLAs) are written by IBM and others The discovery library is a specification for communicating the existence of resources and relationships between authors and readers. 24

IBM Software Group | Tivoli software z/OS Discovery Library Adapter § The z/OS DLA runs as a batch job • Manually as required, or via a job scheduler, or via an automation product. § Discovers resources and relationships on z/OS, including: • z/OS, z. Series Hardware, IMS, CICS, DB 2, MQ and Web. Sphere § Produces XML files that comply with the IBM Common Data Model IBM Software Group | Lotus software • 39 different classes • 91 different relationship pairs • 228 different class attributes • Possibly thousands of class instances depending on the environment § The XML files are transferred to the Discovery Library File Store, and loaded by various products: • CCMDB loads the XML files to detect configuration changes • TBSM loads the XML files for dependency relationships and event correlation • Others in future…. 25

IBM Software Group | Tivoli software z/OS DLA Books § The z/OS DLA generates multiple XML files as members in a PDSE: • A member called “ZOSBASE” containing Hardware and z/OS details • A member called “ZOSTASK” containing Address Space details • A member per subsystem (DB 2, IMS, MQ, CICS, WAS) § The DLA will also generate a “FTP statement deck” that is used in a subsequent FTP step to transfer the XML members to the Discovery Library File Store (DLFS) with the appropriate file name e. g. IBM Software Group | Lotus software PUT IMP 1 CTL ZOSIMS 210. IMP 1 CTL@pthomo 1. au. ibm. com. 2006 -09 -04 T 02. 07. 17 Z. xml § To improve performance the DLA will checksum the books, ignoring the IDML timestamp that is within the book. • When a new discovery is performed the checksum will be compared and if it is identical to the previous discovery, the book will NOT be replaced or transferred to the DLFS. 26

IBM Software Group | Tivoli software ZOSBASE – z. Series hardware & z/OS details DB 2 Data Sharing. Group ZSeries CS Organization LPAR ZVM Sysplex ZVMGuest System. Specific Collection Computer System IMSSysplex Group Db 2 Database DB 2 IMSTransaction IMSProgram IMSDatabase MQ IBM Software Group | Lotus software ZOS WAS Bind. Address Storage Sub. System Tcp. Port UDPPort MQReceiver. Channel CICSTransaction IPV 4 Address Fqdn MQSender. Channel CICS IPInterface Storage. Volume Db 2 Tablespace Attributes include: §Parmlib active member contents §IODF dataset, time, edt §LNKLST, APF datasets Address Space §Aqua – All attributes we know about the class are populated §Yellow – Stub instance for relationships only i. e. enough attributes to satisfy naming rules §Clear – Class is not populated in this book. CICSProgram CICSFile Web. Sphere Named. End. Point Web. Sphere. Cell Web. Sphere. Node Config. File 27

IBM Software Group | Tivoli software ZOSTASK – Address Space details & relationships DB 2 Data Sharing. Group ZSeries CS Organization IMSSysplex Group LPAR ZVM Used by TADDM to stitch relationships ZVMGuest from Distributed to z/OS Subsystems Computer System Db 2 Database DB 2 IMSTransaction IMS Sysplex IMSProgram IMSDatabase System. Specific Collection MQ IBM Software Group | Lotus software MQSender. Channel MQReceiver. Channel CICS ZOS CICSTransaction IPInterface WAS IPV 4 Address Fqdn Bind. Address Storage Sub. System Tcp. Port Storage. Volume Db 2 Tablespace CICSProgram CICSFile Web. Sphere Named. End. Point Web. Sphere. Cell UDPPort Address Space §Aqua – All attributes we know about the class are populated §Yellow – Stub instance for relationships only i. e. enough attributes to satisfy naming rules §Clear – Class is not populated in this book. Attributes include: Web. Sphere. Node §Pgm, pgm parms §Job. Function. Config. File §Allocations 28

IBM Software Group | Tivoli software DB 2 Subsystem details & relationships – No Data Sharing DB 2 Data Sharing. Group ZSeries CS Organization IMSSysplex Group LPAR ZVM Sysplex ZVMGuest System. Specific Collection Computer System DB 2 Db 2 Tablespace IMSTransaction IMS Attributes include: IMSProgram IMSDatabase §Version §Command Prefix MQ §Sysdatabase Max. MQSender. Channel Alteredts §Systablespace Max Alteredts MQReceiver. Channel §Systables Max Alteredts CICS §Sysindexes Max Alteredts CICSTransaction §Syscolumns Max Alteredts IBM Software Group | Lotus software ZOS IPInterface WAS IPV 4 Address Fqdn Bind. Address Storage Sub. System Tcp. Port Storage. Volume Db 2 Database CICSProgram CICSFile Web. Sphere Named. End. Point Web. Sphere. Cell UDPPort Address Space §Aqua – All attributes we know about the class are populated §Yellow – Stub instance for relationships only i. e. enough attributes to satisfy naming rules §Clear – Class is not populated in this book. Web. Sphere. Node Config. File 29

IBM Software Group | Tivoli software DB 2 Subsystem details & relationships – Data Sharing DB 2 Data Sharing. Group ZSeries CS Organization IMSSysplex Group LPAR ZVM Sysplex ZVMGuest System. Specific Collection Computer System DB 2 Db 2 Tablespace IMSTransaction IMS Attributes include: IMSProgram §Version. IMSDatabase §Command Prefix MQ Attributes include: §Version §Command Prefix CICS §Sysdatabase Max Alteredts §Systablespace Max Alteredts §Systables Max. WAS Alteredts §Sysindexes Max Alteredts §Syscolumns Max Alteredts IBM Software Group | Lotus software ZOS IPInterface IPV 4 Address Fqdn Bind. Address Storage Sub. System Tcp. Port Storage. Volume Db 2 Database MQSender. Channel MQReceiver. Channel CICSTransaction CICSProgram CICSFile Web. Sphere Named. End. Point Web. Sphere. Cell UDPPort Address Space §Aqua – All attributes we know about the class are populated §Yellow – Stub instance for relationships only i. e. enough attributes to satisfy naming rules §Clear – Class is not populated in this book. Web. Sphere. Node Config. File 30

IBM Software Group | Tivoli software IMS Subsystem details & relationships DB 2 Data Sharing. Group ZSeries CS Organization IMSSysplex Group LPAR ZVM Sysplex ZVMGuest System. Specific Collection Computer System Db 2 Database DB 2 IMSTransaction IMSProgram IMSDatabase MQ IBM Software Group | Lotus software CICS ZOS IPInterface WAS IPV 4 Address Fqdn Bind. Address Storage Sub. System Tcp. Port Storage. Volume Db 2 Tablespace MQSender. Channel MQReceiver. Channel Attributes include: §Version CICSTransaction §Command Prefix CICSProgram §IMSSubsys. Type CICSFile §Transactions. Checksum §Programs. Checksum Web. Sphere §Databases. Checksum Named. End. Point Web. Sphere. Cell UDPPort Address Space §Aqua – All attributes we know about the class are populated §Yellow – Stub instance for relationships only i. e. enough attributes to satisfy naming rules §Clear – Class is not populated in this book. Web. Sphere. Node Config. File 31

IBM Software Group | Tivoli software MQ Subsystem details & relationships DB 2 Data Sharing. Group ZSeries CS Organization IMSSysplex Group LPAR ZVM Sysplex ZVMGuest System. Specific Collection Computer System DB 2 Db 2 Tablespace IMSTransaction IMSProgram IMSDatabase MQ IBM Software Group | Lotus software MQSender. Channel MQReceiver. Channel CICS ZOS CICSTransaction IPInterface Attributes include: WAS §Version §Command Prefix IPV 4 Address Fqdn Bind. Address Storage Sub. System Tcp. Port Storage. Volume Db 2 Database CICSProgram CICSFile Web. Sphere Named. End. Point Web. Sphere. Cell UDPPort Address Space §Aqua – All attributes we know about the class are populated §Yellow – Stub instance for relationships only i. e. enough attributes to satisfy naming rules §Clear – Class is not populated in this book. Web. Sphere. Node Config. File 32

IBM Software Group | Tivoli software CICS Region details & relationships DB 2 Data Sharing. Group ZSeries CS Organization IMSSysplex Group LPAR ZVM Sysplex ZVMGuest System. Specific Collection Computer System Db 2 Database DB 2 IMSTransaction IMS Fqdn Storage Sub. System Storage. Volume IMSProgram IMSDatabase MQ IBM Software Group | Lotus software ZOS CICS IPInterface IPV 4 Address Db 2 Tablespace Attributes include: §Version Bind. Address §Transactions. Checksum §Programs. Checksum Tcp. Port §Databases. Checksum UDPPort §Net. ID, Applid §SYSIDNT, GRNAME Address §SIT, SITOverides Space §Aqua – All attributes we know about the class are populated §Yellow – Stub instance for relationships only i. e. enough attributes to satisfy naming rules §Clear – Class is not populated in this book. WAS MQSender. Channel MQReceiver. Channel CICSTransaction CICSProgram CICSFile Web. Sphere Named. End. Point Web. Sphere. Cell Web. Sphere. Node Config. File 33

IBM Software Group | Tivoli software Web. Sphere Application Server details & relationships DB 2 Data Sharing. Group ZSeries CS Organization IMSSysplex Group LPAR ZVM Sysplex ZVMGuest System. Specific Collection Computer System Db 2 Database DB 2 IMSTransaction IMSProgram IMSDatabase MQ IBM Software Group | Lotus software MQSender. Channel MQReceiver. Channel CICS ZOS CICSTransaction IPInterface WAS IPV 4 Address Fqdn Bind. Address Storage Sub. System Tcp. Port Storage. Volume Db 2 Tablespace CICSProgram CICSFile Web. Sphere Named. End. Point Web. Sphere. Cell UDPPort Address Space §Aqua – All attributes we know about the class are populated §Yellow – Stub instance for relationships only i. e. enough attributes to satisfy naming rules §Clear – Class is not populated in this book. Web. Sphere. Node Config. File 34

IBM Software Group | Tivoli software ZOSALL – Everything that is active in one book DB 2 Data Sharing. Group ZSeries CS Organization IMSSysplex Group LPAR ZVM Sysplex ZVMGuest System. Specific Collection Computer System Db 2 Database DB 2 IMSTransaction IMSProgram IMSDatabase MQ IBM Software Group | Lotus software MQSender. Channel MQReceiver. Channel CICS ZOS CICSTransaction IPInterface WAS IPV 4 Address Fqdn Bind. Address Storage Sub. System Tcp. Port Storage. Volume Db 2 Tablespace CICSProgram CICSFile Web. Sphere Named. End. Point Web. Sphere. Cell UDPPort Address Space §Aqua – All attributes we know about the class are populated §Yellow – Stub instance for relationships only i. e. enough attributes to satisfy naming rules §Clear – Class is not populated in this book. Web. Sphere. Node Config. File 35

IBM Software Group | Tivoli software How the z/OS DLA works § Strong design focus to be SIMPLE, efficient and accurate • Anyone with basic access to the z/OS can perform the discovery > Does not require a live agent environment to be installed. > Does not require z/OS, IMS, CICS etc expertise. > Does not require site knowledge e. g. no naming conventions needed • Runs “out of the box”, but has also various configuration options for greater control. • Minimal prerequisites IBM Software Group | Lotus software § The z/OS DLA uses various z/OS System Services and inspects memory control blocks. § The z/OS DLA does NOT issue z/OS commands in order to avoid possible performance overhead, syslog flooding and security prerequisites. 36

IBM Software Group | Tivoli software Prerequisites § APF authorization of z/OS DLA load module dataset § User running the DLA job has OMVS segment authority § For FULL discovery (a lot is discovered without these): z/OS §User authority to read Parmlib members Web. Sphere §User authority to read Web. Sphere configuration HFS files MQ §User authority to issue DISPLAY commands via MQ command interface. IBM Software Group | Lotus software §STEPLIB to SCSQANLE and SCSQAUTH datasets if not already in LNKLST DB 2 §User authority to query SYSIBM catalog tables §User authority to issue DISPLAY commands via DB 2 Instrumentation Facility Interface (IFI). §REXX DB 2 interface enabled (Bind DSNREXX) §STEPLIB to SDSNLOAD dataset if not already in LNKLST § APF is a common installation requirement § Most users have OMVS segment authority e. g. FTP requires this § Systems programmers would normally have this authority § MQ and DB 2 load module datasets are normally in the LNKLIST § DSNREXX Bind is a standard DB 2 installation step Standard Prereqs 37

IBM Software Group | Tivoli software Tivoli Monitoring Services Discovery Library Adapter § The TMS DLA comes with Tivoli Enterprise Portal Server (TEPS) and discovers: • All Managed Systems, including ITM and OMEGAMON XE agents • Logical View “collections” • Attributes to enable context sensitive launch into TEP IBM | Lotus software § The z/OS Software DLA and TMS Group DLA can be used independently or in conjunction with each other. • Main strengths of z/OS DLA not covered by TMS DLA > Richer Subsystem Relationship & Attribute discovery > Z Hardware discovery • Main strengths of TMS DLA not covered by z/OS DLA > Enables context sensitive launch to TEP > Event correlation to ITM & OMEGAMON XE 38

IBM Software Group | Tivoli software Questions? ? IBM Software Group | Lotus software 39