SDM Case Studies

IBM Client Success Stories
Optimizing the Worlds Infrastructure: Service Delivery & Management Case Studies
Optimizing the Worlds Infrastructure

Capitalizing on the opportunities of a smarter planet means removing barriers to innovation and creating a business without limits. Thats why todays leaders are deploying innovative strategies that leverage technology to improve the economics of business infrastructures and speed the delivery of innovative product and services, including, optimizing with cloud, extending with mobile, enabling smarter infrastructures, and protecting and managing data. In an increasingly fast-moving world, it can be a challenge knowing where your business infrastructure begins and ends, and how to best leverage that infrastructure to achieve desired business outcomes. IBM has helped thousands of clients overcome these challenges and achieve desired business outcomes through an integrated approach to business service delivery and management that provides:
VISIBILITY
To see and understand your business in real time
CONTROL
To transform and adapt while limiting risk and cost
AUTOMATION
To achieve greater efficiency and agility
In this book, you will find a collection of case studies broken into four areas detailing how organizations like yours gain the visibility, control and automation needed to:
Realize the transformative power of cloud and accelerate time to market by optimizing IT infrastructure. Improve reach to consumers, mobile and endpoints and deliver higher value, through a more personalized client experience. Transition to smarter, flexible physical infrastructures and provide new business insights via new digital instrumentation and analytics. Protect and manage the vast growth in data and to minimize the risks of an open and interconnected planet.
We hope you find this book valuable on your quest to achieve a business without limits.
Cloud & IT Optimization

Every day, organizations are spending more and more on maintaining IT infrastructures, while at the same time seeing application deployment times and image sprawl increase. To address these challenges, organization are standardizing, automating, and optimizing service delivery with cloud computing to stay competitive in todays dynamic and volatile marketplace. IBM and its extensive ecosystem of Cloud and IT Optimization solutions can help organizations by delivering proven ROI through common adoption patterns, including development and implementation of the right cloud strategy; cutting IT expense and complexity through a cloud-enabled data center (IaaS); accelerating time to market with cloud platform services (PaaS); and gaining immediate access with business solutions on cloud (SaaS). Plus IBM allows organizations to capitalize on cloud as private, public or managed services.
Virtualization Management
Ricoh Americas Corporation
Scalable, cost-efficient, virtualized storage with IBM storage solutions 10 14
Technische Universitt Mnchen

Technische Universitt Mnchen boosts data center efficiency with advanced IBM Tivoli Monitoring
Private Cloud
Citigroup
Citigroup transforms application development with an IBM cloud solution 30 ibm.com 34
North American government agency

A North American government agency saves more than $400,000 annually with a cloud
University of Bari
The University of Barifosters innovation in the cloud
Cloud Service Provider

VNTT
VNTT creates climate of business innovation withIBM cloud solution 38 42
Dutch Cloud BV
Delivers highly available, cost-efficient cloud services
Public Cloud
Roland-Garros
Smarter computing from IBM helps turn the simple action of hitting a ball over a net into an event that captivates millions of people worldwide 48
Business Service Management and IT Service Management

A large US city
Delivering uninterrupted services to citizens 54 60 66 68
Central Depository Company of Pakistan Limited

CDC improves servicelevel agreement levelsby 98 percent
Great River Energy

Improving service management
BPCL
Consolidating and streamlining IT servicesacross geographies 3
Cloud & IT Optimization (continued)

Monitoring & Performance
Central Depository Company of Pakistan Limited
CDC resolves IT issues ninefold faster 74
Provisioning & Orchestration

IBM CIO Innovation Initiatives
IBM clears space for new applications using cloud computing ibm.com 80
Zucchetti Group
Zucchetti Group dramatically improves its customer service
Network Management
Large retail electronic payments processor
Retail payments processor to make network 100 percent available 84 88
Consip
Simplifying administration with IBMIntegratedService Management
Security Management
BlueCross BlueShield of North Carolina
Saving 5,000 hours of staff time by automating security processes 94 96
Austin Energy
Taking a multifaceted approach to better energy management
DevOps
Swiss Re
IBMService Management helps Swiss ReIT make ITIL best practices actionable 98
Workload Scheduling & System Automation

VocaLink
VocaLink builds a high-performance platform for Faster Payments 104 108
Bilbao Bizkaia Kutxa

Bilbao Bizkaia Kutxa manages a major acquisition
We chose IBM as our trusted partner for delivering commercial cloud services, based on its comprehensive portfolio and proven track record in other client engagements.
Nguyen Minh Tan, CEO, Vietnam Technology and Telecommunication
Mobility
Mobile devices are everywhere providing new opportunities to connect with clients in entirely new ways. They are also facilitating greater productivity for employees with bring your own device policies, and remote access to business data. But this explosion in mobile devices, and endpoints can lead to higher risk and cost if not governed properly. Organizations must be able to manage and secure all endpoints, across mobile devices, and deployed workstations, laptops and servers, in a manner that is consistent and compliant with corporate and regulatory mandates. IBM solutions for endpoint management allow you to manage your mobile devices as easily and seamlessly as you manage other traditional devices in a single end-to-end solution, scaling to accommodate the needs of the worlds largest organizations without requiring separate tools, dozens of management servers, and months to years of customization and deployment services.
Mobile & Endpoint Lifecycle Management

Penn State
Power-savings initiative expected to deliver $800,000 annual savings 113 119
Fiberlink
Achieves 25 percent annual growth rate with cloud-based endpoint management solution
Mobile & Endpoint Security

Christian Hospital Centre
Christian Hospital Centre stays ahead of todays and tomorrows threats 121 125
SunTrust Banks
Improving productivity, reducing vulnerability windows
Mobile Network Management

Aircell
Aircell delivers reliable in-flight Internet access 131
The real-time visibility, control, scalability and extensibility of Tivoli Endpoint Manager provides significant differentiators in delivering our endpoint management solution.
Chuck Brown, Director, Product Management, Fiberlink
Smarter Physical Infrastructure

Todays physical assets and facilities are becoming increasingly intelligent with embedded software, chips and sensors, enabling organizations to gain new insights on their performance, reliability and costs. But these smarter physical infrastructures also require enhanced lifecycle management to ensure embedded systems and software remain current, optimally configured, secure, and interconnected to support effective service delivery. Only IBM can help organizations instrument, secure, maintain and optimize the performance of smarter infrastructures organizations depend on to meet business objectives. By improving visibility and control across converging operating assets and information technology, and by extending the degree of automation across the business, we can help you streamline your service delivery processes and impact your bottom line.
Enterprise Asset Management

Major European Telecommunications Company
Major Telecom saves 10 million EUR with IBM Maximo Mobile Work Manager ibm.com 138
ABB Service Ludvika

ABB Service Ludvika moves to a proactive maintenance model
Facilities Management
Brookhaven National Laboratory
Brookhaven National Lab raises productivity using IBM solution 142 148
Covanta Energy
Covanta offers new approach to address worlds energy needs
Smarter Buildings
IBM Rochester, MN
IBM Rochester, MN implements solution for Smarter Buildings 154
Smarter Cities
City of Dubuque, Iowa
Increases water leak detection and encourages water conservation by providing deep insight into water consumption trends 162
Smarter Utilities
Abu Dhabi Water and Electricity Authority
Reduces annual maintenance plan by about 40 percent 164
The use of IBM Maximo Asset Management software is helping us achieve our mission of generating clean renewable energy and a sustainable future for our client communities.
Steve Toth Jr., CMRP, Vice President, Maintenance/Asset Reliability, Covanta Energy
Smarter Physical Infrastructure (continued)

Smarter Telecom
ZON Multimedia
Achieving a 98 percent reduction in network events forimproved customer service 166
Smarter Transportation
Amsterdam Airport Schiphol
Smarter baggage handling helps passenger volume take off 168
Smarter Rails
Schweizerische Bundesbahnen (SBB)
Leverages rail system and network transparency to keep trains on schedule 173
Trying to manage 3,000 kilometers of track is a particularly daunting task. But, by leveraging our new IBM solution, were able to see our entire infrastructure clearly and respond to problems before they can affect our operations.
Martin Schaeren, Head of BU Service Management, Swiss Federal Railways (SBB)
Data Protection & Storage

Every day, we create 2.5 quintillion bytes of data so much that 90% of worlds data has been created in the last two years. Organizations are facing an explosion of data from everywhere, including sensors like smart meters and valves, records of client transactions on mobile devices, and GPS tracking information for packages and delivery vehicles. This information is vital for decision making and differentiation, however, it can easily be deleted, stolen or simply misplaced among volumes of useless or redundant data. IBM offers a comprehensive, flexible portfolio of data protection and storage solutions that help organizations understand, classify, protect, and retain data across the enterprise, whether in systems within data centers, in remote endpoints at branch offices, or in deployed desktops and laptop computers. IBM has helped thousands of clients create a more responsive and resilient storage infrastructure for their businesses.

Hgans
Hgans reduces its backup window by more than 95 percent 176 180 184 188 190
Digital Medics GmbH

Digital Medics GmbH answers the demands of its distributed medical imaging solution with IBM technology
A Large European Telecommunications Company

Reducing energy costs by 25 - 50 percent
PEER 1 Hosting
Grows backup storage service by 800 percent with IBM data protection solution
The Danone Group

Danone standardises on IBM storage for the UK and Ireland
If we had not implemented Tivoli Storage Manager, Id estimate we would have needed two to three times more people to support our current clients.
Tim Varma, Vice President, Product Development, PEER 1 Hosting
Cloud & IT Optimization
IBM Systems and Technology Case Study
Electronics
Ricoh Americas Corporation

Scalable, cost-efficient, virtualized storage with IBM storage solutions
Ricoh Americas Corporation, headquartered in West Caldwell, New Jersey, is a subsidiary of Ricoh Company, Ltd., a 75-year-old leading provider of advanced office technology and innovative document imaging products, services and software. Ricohs fully integrated hardware and customizable services and software help businesses share information efficiently and effectively by enabling them to control the input, management and output of documents. Ricoh Americas Corporation, directly or through its network of authorized dealers, markets and distributes products in North, Central and South America.
Overview
The need
Ricoh Americas Corporation needed to refresh their storage environment to accommodate growing storage needs and increasing backup requirements without interrupting availability or breaking the bank.
The solution
Ricoh partnered with IBM to deploy IBM storage solutions, including IBM System Storage SAN Volume Controller, in their infrastructure to simplify storage management and increase efficiency.
Explosive growth creates host of challenges

Over time, Ricohs IT department saw its data storage needed growing by 20 percent annually due to expanding customer data archiving requirements and data center consolidation. And like many other companies dealing with the complexity of a globally-distributed environment, the company needed to cost-effectively and efficiently integrate and upgrade their storage environment. As we continue to see data growth year over year, it provides challenges for us relative to backing up the environment in the timeframe we need, says David Levine, Vice President of Technology Infrastructure and End User Services for Ricoh. It also increases the strain on our resources by way of equipment and recovery time. Marty Everett, Ricohs Director of Architecture and Solutions Design, explains, The amount of storage we have and the number of customers we serve have all grown in size. The scope of our applications has widened and varied. The amount of responsibility that we have for things
The benefit
The IBM virtualized storage solution provides efficient, cost-effective storage for the data center, enabling better management of the storage environment and a reduced hardware footprint.
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Electronics
IBM SAN Volume Controller allows us to manage our storage environment and do significant work in the storage space without interrupting or impacting our customers.
David Levine, Vice President of Technology Infrastructure and End User Services, Ricoh Americas Corporation
corporate-wide and even internationally has expanded over time. In fact, Everett says the amount of storage Ricoh manages has jumped from 500 terabytes to almost two petabytes of physical storage, plus 1.2 petabytes of virtual storage. This increase in storage was impacting the business in many ways, including costs related to storage management that ranged from staffing to addressing tape backup requirements. Its really critical that we keep the infrastructure up and running, efficiently and effectively, so that it is available to our end users, says Levine. He adds that this goal must be accomplished without negatively impacting end users in other ways.
Addressing storage needs with IBM solutions

Storage virtualization solutions from IBM enabled Ricoh to help address their challenges, meet storage goals and stay within budget. Ricoh leveraged IBMs virtual tape technology as well as virtual storage technology in their IT environmentand found the two complemented each other very well. Ricoh implemented IBM XIV Storage System, IBM System Storage TS7650G ProtecTIER Deduplication Gateway and IBM System Storage SAN Volume Controller with very little downtime or impact to their user base. Their storage environment is now 85 percent virtualized. Storage virtualization has been key to providing efficient and costeffective storage solutions for our data center, says Everett. We have maintained a lower price point and effectively managed the explosive storage environment within our data center. IBM SAN Volume Controller allows us to manage our storage environment and do significant work in the storage space without interrupting or impacting our customers, says Levine. It also enables Ricoh to seamlessly migrate storage as necessary. If we see performance issues, we can move disk on the fly during the day, during production hours, without our end users even being aware that their applications are migrating, explains Levine. This also allows them to perform clean refreshes by moving data between subsystems. The company has also implemented multi-tiering in their disk environment. IBM System Storage Easy Tier enables them to move applications and storage areas to the appropriate tiering levels with no impact to end users.
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Electronics
Solution components
Hardware
IBM System Storage DS8000 series IBM System Storage TS7650G ProtecTIER Deduplication Gateway IBM XIV Storage System
Winning the storage game with virtualization

According to Levine, virtualizing Ricohs storage environment has been a game changer for the company. Theyve drastically lowered storage costs by consolidating their hosts, enabling them to manage more storage with less staff. And as for their sustainability and energy concerns, because Ricoh now has fewer storage devices, they ultimately consume less power. The IBM solution also minimizes downtime. We no longer need large outages to move data or perform refreshes, adds Levine. The companys storage infrastructure includes a variety of other IBM solutions, including an IBM XIV Storage System and an IBM System Storage DS8000 series. Levine says this variety enables them to fit the right kind of disk profile with the right kind of application. The IBM SAN Volume Controller sits on top of all disk arrays, which makes a large number of storage units look like a single storage infrastructure. Everett explains, This single user interface allows us to view the performance and interaction of the systems with the storage, so we can proactively recognize problems before they occur and move storage around, if necessary. It enables us to recognize performance peaks and properly provision storage so that peaks are no longer an issue.
Software
IBM System Storage Easy Tier IBM System Storage SAN Volume Controller IBM Global Mirror IBM Tivoli Storage Productivity Center IBM Tivoli Storage FlashCopy Manager
Storage virtualization has been key to providing efficient and cost-effective storage solutions for our data center.
Marty Everett, Directory of Architecture and Solutions Design, Ricoh Americas Corporation
Navigating future growthwith IBM

Having streamlined tools and solutions really enables us to manage the disk systems and subsystems to optimize storage capacity and performanceit really helps us control growth, says Levine. By having efficient storage systems and solutions, we can provide the best performance to our customers and end users. On the software side, Ricohs use of IBM solutions includes the IBM Tivoli Storage Productivity Center software suite to help manage the environment, IBM Tivoli Storage FlashCopy Manager to provide fast application-aware backups and restores using advanced snapshot technologies, and IBM Global Mirror to make test copies in development environments. We are a big IBM shop here at Ricoh, says Levine. We truly view IBM as a partnerand IBM has been an outstanding partner for us over the years.
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For more information

Contact your IBM representative or IBM Business Partner, or visit us at:
ibm.com/storage
For more information about Ricoh Americas Corporation, visit:

www.ricoh-usa.com
Additionally, IBM Global Financing can help you acquire the IT solutions that your business needs in the most cost-effective and strategic way possible. Well partner with credit-qualified clients to customize an IT financing solution to suit your business goals, enable effective cash management, and improve your total cost of ownership. IBM Global Financing is your smartest choice to fund critical IT investments and propel your business forward. For more information, visit: ibm.com/financing
Copyright IBM Corporation 2012 IBM Systems and Technology Group Route 100 Somers, New York 10589 U.S.A. Produced in the United States of America March 2012 IBM, the IBM logo, ibm.com, DS8000, Easy Tier, FlashCopy,ProtecTIER, System Storage, Tivoli, and XIV are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at Copyright and trademark information at ibm.com/legal/copytrade.shtml This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. The client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. THE INFORMATION IN THIS DOCUMENT IS PROVIDED AS IS WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided. Actual available storage capacity may be reported for both uncompressed and compressed data and will vary and may be less than stated.
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IBM SAP International Competence Center
Technische Universitt Mnchen boosts data center efficiency with advanced IBM Tivoli Monitoring
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IBM Tivoli Monitoring was our first choice, because it supports our complete cloud-ready hardware and software stack out of the box and allows us to provide the same data to all relevant people, tailored to their individual needs. Additionally, the user-friendly and consistent interface was also a big advantage of this solution over the alternatives we discussed.
Dr. Holger Wittges SAP UCC Executive Director TU Mnchen
We expect a significantly improved system monitoring environment as a result of this cooperation with IBM. We want to replace a number of isolated solutions with a comprehensive monitoring infrastructure. With a complete stack of IBM hardware and software, we are confident that the implementation of IBM Tivoli Monitoring will boost the availability and reliability of our SAP hosting services.
Professor Helmut Krcmar SAP UCC Academic Director TU Mnchen
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Technische Universitt Mnchen boosts data center efficiency with IBM Tivoli Monitoring
About this paper This paper describes how Technische Universitt Mnchen (TU Mnchen) deployed a monitoring infrastructure to improve its data center operations for its cloud-ready SAP hosting services. TU Mnchen provides over 100 SAP instances for use in courses and training each term to over 160 higher education institutes. Using IBM Tivoli Monitoring, TU Mnchen ensures high service levels, enables its support team to provide more accurate and faster feedback to customers, and helps system administrators with management and automation tools to improve their efficiency.
Customer Objectives
Customer Benefits
Reduce complexity, cut costs, improve monitoring performance, increase service availability. Detect system failures before customers notice them. Extend monitoring to more systems and components including hardware and operating systems for complete end-to-end monitoring to improve system availability and service levels.
Potential system failures can be identified, prevented and rectified before impacting customer service. System notices and alerts issued directly to IT staff to take action on the most severe problems. Integration of Tivoli agents into automated Cloud LPAR provisioning routine reduces time needed to deploy monitoring agents on new systems from two hours to one minute.
Standardize operations by using a single monitoring platform with an easy-to-use graphical interface. Reduce complexity by replacing multiple solutions such as custom-developed scripts and hard-coded reports that are hard to interpret.
Increases efficiency for system administrators by providing tools such as central execution of mass operations right from the systems management and monitoring interface.
Deploy a user-friendly, integrated solution to provide monitoring data for its cloud-ready infrastructure to administrators and to support staff, and managers.
Enables TU Mnchen to operate its large and complex cloud-ready SAP infrastructure with a small team. Offers access to monitoring data for administrators, support staff and managers from a single, integrated
IBM Solution
and easy-to-use interface, improving the performance of
IBM AIX 6.1 IBM Systems Director IBM DB2 IBM Tivoli Monitoring IBM Tivoli Composite Application Manager IBM Tivoli Storage Manager IBM Tivoli Performance Analyzer IBM Cognos Business Intelligence IBM Tivoli Service Automation Manager IBM Power 750 IBM XIV Storage System
the support team substantially.
Will provide new insights into system utilization and data center infrastructure with data warehouse technology and business analytics approaches.
Capability to automate standard reactions to recurring problems with advanced scripting features and help to reduce the workload for the IT team.
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Background, starting point and objectives
About TU Mnchen Technische Universitt Mnchen (TU Mnchen) is one of the leading technical universities in Europe, focusing on engineering sciences, natural sciences, life sciences, medicine and economics. The university employs around 7,500 academic and non-academic staff, and is attended by more than 26,000 students.
Initial IT environment Before the implementation of IBM Tivoli Monitoring, TU Mnchen used SAP Solution Manager to monitor its SAP systems. SAP Solution Manager provides functionality that covers solution deployment, operation, and continuous improvement. This centralized, robust application management and administration solution combines tools, content, and direct access to SAP to increase system reliability.
TU Mnchen is member of the global SAP University Alliances Program a global initiative covering more than 1,100 universities and educational institutions in more than 60 countries, helping to introduce students to modern software applications headed by Elena Maria Ordez del Campo, Senior Vice President, SAP AG. As one of two SAP University Competence Centers (UCC) in Europe, TU Mnchen provides educational services, hosting, backup and recovery services for over 100 SAP instances, somewhat comparable in character and size to real-world production systems, used by over 160 affiliated institutions of higher education. To complement the SAP application monitoring, TU Mnchens IT team developed some reports to cover additional aspects such as database backups and selected hardware components with its monitoring. The extra reports were cluttered and not accessible from a shared portal. The only way to find and access the reports was by knowing the usually undocumented locations of the reports on internal web servers. Moreover, the reports To support the university, SAP donates the latest software releases such as SAP Business Suite 7, SAP BusinessObjects solutions and SAP NetWeaver technology and components and organizes free training courses. TU Mnchen maintains close relationships with the International SAP IBM Competence Center in Walldorf and the IBM Solution Sales for SAP team within IBM Germany, which both provide support for TU Mnchen. With more scripting, the in-house solution could have been extended to cover more monitoring aspects. This alone would not address the findability, usability and information content of IBM supports TU Mnchens SAP projects by providing the IT infrastructure, based on the IBM Power Systems (POWER7) platform and XIV storage, including operating systems, database and virtualization technology, managed with the IBM Tivoli suite of applications. IBM offers intensive knowledge transfer and ongoing support through the regular presence of highly-qualified IT architects and IT specialists on site. the reports. The TU Mnchen IT team chose to replace the existing solution, and looked for an easy-to-use, welldocumented and easily extensible standard solution. were difficult to decipher, as they contained no detailed error reporting beyond the simple plain numbers. To benefit from the report at all, substantial background knowledge was needed to interpret the reported information correctly. While the SAP Solution Manager is appropriate for monitoring SAP applications, the team could not monitor the entire underlying hardware and system software solutions end-to-end.
Based on this support, TU Mnchen provides the SAP systems supporting its education courses and research projects at relatively low costs, on an ultra-modern systems landscape.
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Business challenges and project objectives The SAP UCC at TU Mnchen hosts more than 100 SAP systems running in virtual environments on a cloud-ready infrastructure based on IBM Power systems servers, powered by IBM DB2 databases. To increase the reliability of its hosting services, TU Mnchen wanted to improve its monitoring solution, to help ensure that it could provide the best service levels to its customers. shortcomings of the legacy solution by including both the hardware and the software stack. The institution wanted to monitor more than one hundred LPARs, most of them running SAP systems, and some providing infrastructure services to the other systems. The selected monitoring solution should be able to support yearly growth of 20 percent in the number of LPARs. Additionally, it should also include every component contained in TU Mnchens cloud-ready infrastructure, from networking In the past, some SAP system outages were detected and reported by customers before the IT team was aware of an issue. The TU Mnchen IT team wanted to get back into the driving seat, so to speak, by introducing comprehensive and integrated monitoring that would help to identify, rectify and prevent outages. Any new solution would also replace customdeveloped reports, standardizing the monitoring system and making it easier to maintain and extend. Additionally, the TU Mnchen team wanted to take into account the needs of the four main user groups, who have different needs in terms of access to status reports and advanced analytics tools, based on the monitoring data. First, there are the system The legacy solution covered relatively few aspects of the overall IT environment, as it lacked sophisticated support for monitoring server hardware components, could not monitor devices such as routers, and was unable to include software components such as database systems. It presented a complex user interface that was difficult for infrequent users to remember and understand, which restricted the number of people who could access and exploit the reports. As TU Mnchen is an educational institution, another objective We expect a significantly improved system monitoring environment as a result of this cooperation with IBM, says Professor Helmut Krcmar, SAP UCC Academic Director. We want to replace a number of isolated solutions with a comprehensive monitoring infrastructure. With a complete stack of IBM hardware and software, we are confident that the implementation of IBM Tivoli Monitoring will boost the availability and reliability of our SAP hosting services. Finally, TU Mnchen wanted to introduce a solution that supports new SAP applications quickly, without the need to develop oneoff adapters and clients. This required choosing a solution with comprehensive vendor support, and one which has an ongoing, The main objective for TU Mnchen was to establish a central, comprehensive monitoring solution to ensure reliable SAP operations for its customers. This would address the active development strategy, able to take advantage of future technological improvements. was to implement a solution that is widely used in the commercial world, so that experience gained on the system would be beneficial to team members such as scientific staff and student assistants in future. administrators, who need to work with monitoring data on a daily basis. Second, support staff should also be able to check system status information and drill-down into issues to provide reliable information to people reporting problems. Third, managers should be able to discover information about their teams systems. Fourth, selected status and performance data should be made available to customers. equipment, routers, server hardware, virtualization layers, to the operating system, database management systems and SAP applications. The objective was that all of these would be continuously and automatically monitored.
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Selecting IBM Tivoli Monitoring The TU Mnchen team considered three alternatives, and decided to implement IBM Tivoli Monitoring, because it offered the best match with the institutions complex requirements and provided the best range of features. Working with IBM, TU Mnchen implemented IBM Tivoli Monitoring in a four-tier architecture that is capable of managing and monitoring this virtualized hardware and software landscape:
The principal reasons for selecting Tivoli Monitoring were the seamless integration with the cloud-ready IT landscape, based on IBM hardware and software, and the advanced integration capabilities with other systems. The Tivoli package includes a huge number of pre-built device adapters, and the flexible system architecture enables new adapters and components to be added rapidly and easily.
Monitoring agents collect raw data from different hardware platforms, database systems and applications. Tivoli Monitoring servers handle data management tasks and control the agents. Portal servers provide access to user-friendly visual presentations of the data. IBM Tivoli Enterprise Portal clients.
Dr. Holger Wittges, UCC Executive Director at TU Mnchen, IBM Tivoli Monitoring was our first choice, because it supports our complete cloud-ready hardware and software stack out of the box and allows us to provide the same data to all relevant people, tailored to their individual needs. Additionally, the userfriendly and consistent interface was also a big advantage of this solution over the alternatives we discussed.
IBM installed and configured the core components within six days, and the entire implementation was completed in less than one month. After the initial setup, TU Mnchen staff spent five days on defining alerts and notification options. Subsequently, supported by IBM, the team worked on automating the deployment of the solution and scripts to generate customized standard views. After this work was completed, IBM trained the TU Mnchen team and answered questions that emerged during
Technical implementation and architecture To allow universities and other educational institutions to teach students concepts and approaches of modern business applications, TU Mnchen provides a complete range of SAP solutions to its customers. The solutions include SAP Business Suite 7, SAP NetWeaver Business Warehouse 7, and SAP BusinessObjects applications.
the implementation. Finally, after a test phase, TU Mnchen rolled out all the clients and the new monitoring solution was deployed.
The team installed IBM Tivoli Monitoring 6.2 on three LPARs running the AIX 6.1 operating system. The LPARs are set up on an IBM Power 750 server, which is connected to an IBM XIV Storage System. The monitoring landscape is configured and
TU Mnchen operates a fully cloud-enabled infrastructure based on the IBM Power Systems platform, which automates many administration tasks and greatly accelerates preparation for the new semester.
controlled centrally, and TU Mnchen and IBM set up one Tivoli Enterprise Monitoring Server as the master. This master server connects to multiple remote monitoring servers, which collect data from the LPARs, underlying hardware systems and networking equipment. The master server receives and processes the data, and forwards it to an IBM Tivoli Data Warehouse.
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An IBM Tivoli Enterprise Portal server is directly connected to the master server, providing centralized access to up-to-date monitoring data and system status information via Java-based and browser-based graphical user interfaces.
TU Mnchen needs to make sure that resource assignment and allocation for over 160 customers are operational. IBM Tivoli Monitoring supports TU Mnchen in that task by collecting data points from more than 800 agents deployed across the cloudready SAP environment.
For advanced analysis, an IBM Cognos Business Intelligence server will be connected to the IBM Tivoli Data Warehouse. To provide access to the data with a consistent look and feel, the Cognos Business Intelligence server will be connected to an IBM Tivoli Integrated Portal Server that will deliver sophisticated reports through a modern web interface. This environment is constantly growing in size and complexity. The agents include features to monitor SAP systems, IBM DB2 database management systems, AIX operating system functions, UNIX log files, IBM Virtual I/O Server instances, IBM PowerVM virtualization, IBM Hypervisor, IBM Hardware Management Console equipment and also the core of the This advanced system architecture, which features load balancing for the remote monitoring servers, enables TU Mnchen to monitor its large SAP landscape easily. POWER7 servers, the IBM Central Electronics Complex (CEC) modules.
Productive
Tivoli Enterprise Monitoring Server
LPARs
Tivoli Enterprise Portal Clients
Tivoli Enterprise Portal Server
LPARs
Installed
Tivoli Integrated Portal Clients
Tivoli Integrated Portal Server
Cognos Server
Tivoli Data Warehouse
Figure 1: Monitoring architecture at TU Mnchen.
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To roll out new systems quickly, TU Mnchen automated the deployment of the agents monitoring IBM AIX operating system functionality, IBM DB2 functionality, and the SAP applications. These agents are now integrated into the general automated LPAR provisioning solution at the SAP UCC.
Alerts are displayed in the Tivoli management interface, and can also trigger emails and text messages, and further channels can be used to notify support staff as needed. Furthermore, alerts can trigger the execution of scripts, to automate more complex notifications and actions. At TU Mnchen, most alerts simply pop up as notifications in the management interface. The most
For the monitoring agents, the team discussed, developed and tested configurations, aimed at reducing the total amount of monitoring data and allowing TU Mnchens system administration staff to monitor the large amount of systems and components as efficient as possible. For each agent, the team used predefined alerts and configured additional individual alerts, to make sure that failures will be prompted and reported quickly. This helps to ensure that the operations team is able to resolve issues before customers notice any problems with their applications.
important alerts also trigger emails. TU Mnchen staff members carry up-to-date smart phones, which allow them to receive email alerts instantly, regardless of the time of day.
After examining the comprehensive capabilities of the monitoring solution, the team decided to select the indicators most important to TU Mnchen. The team installed and configured agents and alerts to monitor all aspects of the SAP environment.
LPAR SAP system IBM DB2 IBM AIX
LPAR SAP system IBM DB2
system configuration
Agent: SAP Alerts: Instance availability, Agent: DB2 Alerts: Last backup, instance
and database status
Agents: Unix OS, Premium AIX,

Unix Logs Alerts: File system size, size and existence of specific files or folders, existence of processes
Hypervisor
IBM AIX
Agents : HMC, CEC Alerts: Available memory,

Available CPUs
IBM Power 750 Hardware
Agents : HMC, CEC Alerts: Physical server state

Figure 2: Overview of systems monitored, illustrated with an IBM Power 750 server.
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Integrated and consistent user interface to access status information At the hardware level, IBM Hardware Management Console and IBM Central Electronics Complex agents monitor the physical state of the server to detect hardware failures as early as possible. At the hypervisor level, the IBM Tivoli Monitoring solution uses IBM Hardware Management Console and IBM Central Electronics Complex agents to monitor the availability of processors and main memory to alert if resource and capacity issues could be identified. In extending the standard views, TU Mnchen enhanced the data pool with information about what systems belong to which At the operating system level, the team deployed Unix and IBM Premium AIX agents to monitor each systems file system size, the existence and the size of a list of specified files and folders, as well as the existence of important system processes. This ensures that the team gets immediate notification when crucial operating system resources or configurations are not operational. For example, the system monitors the availability of the SAP router system processes as well as the status of the file volumes, to make sure that the systems do not run out of storage space. The standard view on the monitoring data provided by the IBM Tivoli Monitoring solution is a resource-oriented view. Instead of To monitor the database system, the IBM DB2 monitoring agent is installed, configured to monitor the last backup date as well as if the current IBM DB2 instance is running and if the status of the relevant database is active. This configuration ensures that the required database resources and backups are available. Important to TU Mnchen was to provide a central and consistent user interface for different users. TU Mnchen At the application level, the SAP UCC configured the SAP monitoring agent to check the availability and performance of the corresponding SAP instance and monitor the system configuration. Monitoring these SAP system characteristics enables the SAP UCC proactively to alert the IT team as soon as any SAP systems encounter failures. identified four categories with different requirements: administrators, support staff, managers and customers. customers, a single resource is selected and then based on this one can drill down into the data starting from the specified resource. customer, which enables customer-oriented access to monitoring data. Customer data is imported from an existing system support and billing database that the University maintains. If a customer calls with an issue, the customer-based view enables support staff and others to drill down into the customers system data to locate and identify problems without knowing in advance which resource, application, service or device might be the cause. Access to monitoring data is provided through Java-based and browser-based applications. Data collected is represented within one single user-friendly point-and-click interface. The user experience is supplemented with a number of standard views, alongside customized views based on the advanced configuration options that the solution provides.
All monitoring, including the IBM XIV Storage System with its integrated monitoring component are configured to provide proactive monitoring. The monitoring system automatically sends notifications to relevant staff, if failures are detected.
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Administrators Administrators are the people who rely heavily on the solution and use it frequently. For administrators, the system must provide a clear and quick overview, notify them if issues arise, and provide them with tools to monitor and manage the cloudready infrastructure efficiently. Administrators can customize and extend their reporting views easily, without the need to manually write and edit custom-developed monitoring scripts in various locations.
Support staff To provide efficient help and assistance, TU Mnchens support team needs to be able to access monitoring data. The institution implemented different views, to provide the support team with different ways to access monitoring data depending on the support request.
For example, support staff can drill down into the data based on systems grouped by customers, by SAP solutions and by server systems. With the new monitoring solution, support staff can
Administrators can also trigger mass operations directly from within the monitoring application. This can be useful, for example if a group of systems needs to be restarted. With IBM Tivoli Monitoring, the administrator specifies the command and selects the system where the command should be executed. The mass-command complexity, such as login to the local systems and actually executing the command, are handled by the monitoring system.
quickly connect to different systems and check the status of components such as the database, right at the time when a customer is calling. Providing this detailed view to the support teams allows the staff to be better informed with high-quality, accurate data at their fingertips.
Allowing support staff to access the monitoring data also improves the quality of the support requests sent to system administrators. Responses are much more detailed, because
Alexandru Danciu, Research Associate, says, In the past, executing mass operations on a couple of systems was a pain. The feature to trigger mass operations from within the monitoring and systems management interface made system maintenance and trouble shooting a lot easier.
the cause of a problem has already been identified by the support team. Administrators are freed from checking multiple systems to check if they are the problem source, and instead can turn immediately to resolution.
Administrators also benefit from the integrated interface with drill-down capability to locate errors quickly, no matter where, exactly, the failure occurred.
Figure 3: Overview over CPU utilization of an LPAR over time, including CPU forecast information.
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Managers With the IBM Tivoli Monitoring solution, TU Mnchen can provide managers with a clean and simple user interface, which looks similar to modern desktop applications. Occasional users who are familiar with standard presentations and spreadsheet applications find it easy to work with the monitoring data, and can view information by customer, products or resource. Using the IBM Tivoli Data Warehouse together with IBM Cognos Business Intelligence technology, managers will also be able to view data as charts, and visualize and analyze monitoring data over time. This visual trend analysis will enable managers to identify irregularities, and report on key performance indicators.
Customers TU Mnchen plans to provide its customers direct access to their systems status information. The goal is to include information about the number of systems they currently have, how many of them are running, how many users are logged in, how much data the systems are using and many other key performance measures.
The next step will be to implement self-service features based on IBM Tivoli Service Automation Manager, to enable customers to order SAP systems online. Once this is implemented, TU Mnchen is planning to enable customers to view and analyze relevant monitoring data and to trigger backups and related
In future, TU Mnchen also wants to provide customized dashboard views to managers, to provide them with aggregated systems status overviews.
actions for themselves.
Deploy Unix agent Add LPARs
User input

Deploy Logs, AIX agent Deploy basic agents
LPARs

User input Deploy DB2, SAP agent Deploy application agents
LPARs

Figure 4: Lean provisioning by triggering mass operations through IBM Tivoli Monitoring.
LPARs
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Looking ahead to advanced performance reporting
Tivoli Data Warehouse and IBM Cognos Business Intelligence A key component of the monitoring solution that will be implemented at TU Mnchen is the IBM Tivoli Data Warehouse, a data warehousing solution based on proven IBM DB2 Data Warehouse technology. The system enables TU Mnchen to analyze and process historical systems management data to compile performance reports, gain new insights and predict possible future issues.
A data warehouse is a comprehensive pool of data, collected and stored, that can be analyzed and visualized along different dimensions and processed using complex algorithms. The purpose is to provide access to large quantities of data and explore, analyze, and understand the information.
Improved reporting and more accurate information improves decision-making a lot. The next step in using business analytics tools will be to enable administrators to use the data warehouse for advanced data mining and predictive analysis, to allow them to develop a proactive approach to systems management.
Professor Helmut Krcmar SAP UCC Academic Director TU Mnchen
Figure 5: Custom SAP instance overview.
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Project achievements The IBM Tivoli Data Warehouse is an online analytical processing (OLAP) system, designed to store and manage historical data from both Tivoli and other management applications. IBM Tivoli Data Warehouse aggregates and correlates the data from multiple systems for use in reports, and in analytics solutions. TU Mnchen has addressed its business challenges with this comprehensive Tivoli solution. Thanks to advanced system monitoring and instant notifications for severe problems, the institution can now identify failures in its cloud-ready infrastructure before customers notice them, helping the SAP UCC at TU Mnchen to improve its service levels and increase customer satisfaction. To provide managers with accurate reports and allow them to analyze the performance and status of their systems over time, TU Mnchen will implement IBM Cognos Business Intelligence and connect it to its monitoring data warehouse. With IBM Cognos Business Intelligence at hand, managers will be able to dive into the data and examine it to gain new insights and to support decision-making processes. With IBM Tivoli Monitorings automation capabilities, the TU Mnchen team has also automated reactions for recurring problems. This reduces the workload of the IT team members, and allows them to concentrate on more complex issues. The Tivoli monitoring infrastructure enables the UCC to run its SAP environment with a comparatively small IT team. Supported by the IBM Tivoli Monitoring solution, only one person is required to Furthermore, to optimize systems operations and business continuity, IBM Tivoli Data Warehouse will be used in combination with the IBM Tivoli Performance Analyzer and IBM Cognos Business Intelligence to predict future trends and behaviors, enabling TU Mnchen to make proactive, knowledge-driven decisions with the help of advanced data mining tools. By integrating the installation of the IBM Tivoli Monitoring agents into the automated Cloud LPAR provisioning solution, TU Mnchen saves huge amount of time when deploying new SAP TU Mnchen generates reports such as CPU, memory, disk and network utilization in different visualizations, such as a heat chart. When the implementation is complete, these reports can be accessed through IBM Tivoli Integrated Portal, an integration solution that ensures that the user interface of the main IBM Tivoli GUI and the reporting and analytics solution are consistent, to keep the systems as easy-to-use as possible. The new IBM Tivoli Monitoring solution also boosts the efficiency of support staff. When customers call to report that they cannot access their system, the support team can now check directly, and within two minutes, in the user-friendly IBM Tivoli Monitoring interface. Support staff can see where the monitoring solution system noticed a failure, and which other systems are running without problems. In the past, the support team could not find this out themselves, or it could take about half an hour to validate the customers report. systems. Previously, it took two hours to manually install and configure the different agents; now agent deployment can be completed in one minute at the push of a button. ensure continuous system operation. If a problem is detected, this person gets notified instantly. To solve issues when they arise, the entire IT team of ten people works together to provide continuous availability of the hosted SAP systems.
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Next steps The new monitoring infrastructure has improved the performance of our support team substantially, says Holger Wittges. Typical support cases can now be verified five times faster than before, and the information provided to the customer is much more accurate. Future plans at TU Mnchen include the extension of its IBM Tivoli Monitoring solution to provide customer access to system status information. The overall goal is to expand the existing IBM Tivoli Service Automation Manager solution, implementing a fully automated SAP hosting service, including customer selfservice features to set up, manage, and monitor complete SAP TU Mnchen plans to implement IBM Tivoli Data Warehouse software, combined with IBM Cognos Business Intelligence technology for advanced analytics at a later date. This will enable the university to benefit from much deeper insights into system utilization and the overall cloud-ready data center infrastructure. Providing detailed performance reports and an easy-to-use ad-hoc reporting interface to managers will enable them to use system monitoring data to support decision-making processes. To raise the level of automation, TU Mnchen and IBM plan to implement more advanced event management with IBM Tivoli Improved reporting and more accurate information improves decision-making a lot, says Helmut Krcmar, SAP UCC Academic Director. The next step in using business analytics tools will be to enable administrators to use the data warehouse for advanced data mining and predictive analysis, to allow them to develop a proactive approach to systems management. The correlations will then be complemented by sophisticated rule definitions to allow TU Mnchen to automatically react accurately to complex situations in its IT systems. All these features will be provided with a consistent user interface through IBM Tivoli Integrated Portal server. OMNIbus. This solution will provide the features to enable TU Mnchen to calculate complex correlations between different events and alerts. The cloud-ready IBM infrastructure was the first step, followed by basic automation of Cloud LPAR provisioning. By adding a consistent system and application monitoring solution, TU Mnchen has created the foundation for further optimization and automation. landscapes.
TU Mnchen also plans to extend the monitoring solution itself, by integrating the latest version of the SAP Solution Manager into the existing IBM Tivoli Monitoring infrastructure.
To monitor actual system performance from an end-users point of view and establish end-to-end performance analytics of the cloud-ready SAP infrastructure, the team is also considering the implementation of additional external monitoring agents to check system availability based on GUI access to the SAP systems.
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The new monitoring infrastructure has improved the performance of our support team substantially. Typical support cases can now be verified five times faster than before, and the information provided to the customer is much more accurate.
Dr. Holger Wittges SAP UCC Executive Director TU Mnchen
In the past, executing mass operations on a couple of systems was a pain. The feature to trigger mass operations from within the monitoring and systems management interface made system maintenance and trouble shooting a lot easier.
Alexandru Danciu Research Associate TU Mnchen
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For more information:
Copyright IBM Corp. 2012 IBM Deutschland GmbH D-70548 Stuttgart ibm.com Produced in Germany January 2012 IBM, the IBM logo, ibm.com, i5/OS, DB2, Domino, FlashCopy, Lotus, Notes, POWER, POWER4, POWER5, POWER6, System i, System x, and Tivoli are trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of other IBM trademarks is available on the Web at: http://www.ibm.com/legal/copytrade. shtml UNIX is a registered trademark of The Open Group in the United States and other countries. Linux is a trademark of Linus Torvalds in the United States, other countries, or both. Microsoft, Windows, Windows NT, and the Windows logo are trademarks of Microsoft Corporation in the United States, other countries, or both. Other company, product or service names may be trademarks, or service marks of others. This brochure illustrates how IBM customers may be using IBM and/or IBM Business Partner technologies/services. Many factors have contributed to the results and benefits described. IBM does not guarantee comparable results. All information contained herein was provided by the featured customer/s and/or IBM Business Partner/s. IBM does not attest to its accuracy. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. This publication is for general guidance only. Photographs may show design models.
To learn more about the solutions from IBM and SAP, visit: ibm-sap.com
For more information about SAP products and services, contact an SAP representative or visit: sap.com
For more information about IBM products and services, contact an IBM representative or visit: ibm.com
Contacts:
IBM Carsten Siegler (csiegler@de.ibm.com)
For further questions please contact the IBM SAP International Competency Center via isicc@de.ibm.com
SPC03374-DEEN-00
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IBM Smarter Computing
Citigroup transforms application development with an IBM cloud solution

Overview
The need
Citigroup wanted to dramatically reduce time to market by rapidly accelerating development cycles for the companys more than 20,000 internal application developers, who were typically forced to wait up to 45 days for server resources to be provisioned.
Based in New York City, Citigroup Inc. is one of the worlds leading financial services companies. Citigroup has approximately 200 million customer accounts and conducts business in more than 140 countries. Through two divisionsCiticorp and Citi Holdingsthe company offers a broad range of financial products and services for consumers, corporations, governments and institutions, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.
The solution
Citigroup built an internal cloud using IBM Cloudburst and Tivoli software solutions, enabling self-service request, automated provisioning, and internal chargeback capabilities, while at the same time boosting utilization rates and improving operational efficiencies.
Meeting the needs of a global development community

A division called Citi Technology Infrastructure (CTI) serves as the IT backbone for Citigroup and is responsible for more than 60,000 physical and virtual servers located in 14 data centers. These servers include 8,500 development servers, serving Citigroups community of more than 20,000 internal application developers. This massive development team is responsible for improving customer experiences through thousands of new development initiatives annually. Unfortunately, these developers have historically had to wait as long as 45 days to receive a provisioned server they had requesteda natural symptom of dealing with physical infrastructures. In 2010, Citigroup began looking for a smarter approach to service delivery, including one that would automate and expedite the procedure for requesting and provisioning development servers for writing and testing code. Led by a core team of five Citigroup employees, the ultimate goal was to build an internal cloud that would give developers an automated, self-service process for submitting development server requests, which typically number between 2,500 and 3,000 annually, and would give CTI an automated process for provisioning those resources. We saw this as an evolution of IT infrastructure that goes from a dedicated world where servers are built to order, to a virtual infrastructure in which the focus is on improving the utilization rates of our infrastructure, says Graham Hill, senior vice president at Citigroup.
The benefit
With the IBM solution, Citigroup slashed server provisioning times from 45 days to less than 20 minutes, speeding development cycles and allowing the company to put new features and enhancements in the hands of customers more rapidly.
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Integrated
Unified virtual machine provisioning, administration, patch management and usage accounting processes on a single platform Integrated the development server request process with an existing employee self-service portal
Building a global development solutionin the cloud

After a number of successful proof of concept phases using the IBM Cloudburst Appliance, Citigroup decided to implement a private cloud based on the Cloudburst software architecture. Instead of taking a staged approach to hardware and software provisioning, Citigroups cloud deployment offered both infrastructure as a service and software as a service from the outset. This architecture gives Citigroup the flexibility to optimize service delivery in a number of areas over the long term. The solution enables image-based standard OS deployments with predefined middleware stacks running on a bank of Intel processor-based commodity servers. Plans are underway to extend cloud deployment to IBM Power Systems and IBM zEnterprise System running Linux on System z. Once it is deployed to the zEnterprise 196, Hill says Citigroup will be able to offer the worlds fastest private cloud. To support service delivery processes, the team selected a suite of IBM Tivoli automation software solutions. Tivoli Service Automation Manager provides automation of administrative tasks, and Tivoli Provisioning Manager manages the provisioning workflow. Tivoli Usage and Accounting Manager enables usage-based chargeback to the relevant department, a process that encourages timely decommissioning of servers that are no longer required.
Automated
Automated administrative tasks to improve systems administrator ratios and reduce operational overhead Automated provisioning processes to reduce provisioning times from 45 days to less than 20 minutes Improved the security and compliance of development servers with automated agent-based patching Ensured consistent security configuration of new development servers Dramatically accelerated development lifecycles and reduced time to market for new applications and features that enhance the customer experience Enabled smarter use of resources by increasing server utilization rates, implementing chargeback capabilities and automating administrative tasks
Protected
Transformed
Accelerating time to market

Jonathan Moore, senior vice president at Citigroup, says improving time to market for new applications has always been the primary driver to create an internal cloud. Time to market was one of the key complaints that we got from the development community, Moore says. It forced us to look at our process of server provisioning, and this is when we decided to place our development in the cloud. With this implementation, weve reduced provisioning time from 45 days to less than 20 minutes, after approvals. As a result, developers can begin work on new initiatives without delay, and the combination of hardware and software as a service provides them with flexible middleware deployment scenarios.
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Solution Components:
Software
IBM CloudBurst Appliance IBM Tivoli Service Automation Manager Tivoli Provisioning Manager Tivoli Usage and Accounting Manager Tivoli Endpoint Manager
Slashing operational overhead through automation

Requests for development servers are now handled through an internal self-service portal called Citi Marketplace, where the companys 250,000 employees can order everything from staplers to smart phones. These requests set off a secure, automated process for provisioning resources in the clouda process that has dramatically improved systems administrator ratios, helping to reduce operational overhead. A systems administrator who supported 50 servers in the physical environment can now support more than 600 servers in the cloud. To help ensure security and continuous compliance in the cloud, Citigroup relies on Tivoli Endpoint Manager. Built on BigFix technology, Tivoli Endpoint Manager provides unified, real-time visibility and enforcement for software patches by installing an intelligent agent on each endpoint. The biggest operational overhead is systems administration time, explains Hill. Tools like Tivoli Endpoint Manager automate functions that otherwise take up a considerable amount of time.
Hardware
IBM zEnterprise System
Transforming IT for enhanced customer experiences

The resulting transformation has been significantnot to mention very popular. Citigroup has provisioned more than 550 virtual machines in the cloud so far, and demand for the new service continues to grow. For example, Citigroup is now taking full advantage of the cloud development environment to support a major development project for the companys retail banking experience. The doors have just been opened, says Jason Bisson, a vice president at Citigroup. Certainly people who are provisioning virtual machines or requesting virtual machines for development are moving to this as soon as they know its available. Its just a North American initiative right now, but weve got people around the world knocking on the door. The reason for this overwhelming popularity is simple. Says Hill, It lets our developers launch new features and enhancements more rapidly, which improves our customer experience in a shorter timeframe. You want developers coding as soon as possible, not waiting for servers. With our development cloud, when a new project comes along, were ready.
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To learn more about smarter computing from IBM and how we can help you integrate, automate, protect and transform your IT, contact your IBM representative or IBM Business Partner, or visit
ibm.com/smartercomputing
For more information about Citigroup, visit www.citigroup.com
Copyright IBM Corporation 2011 IBM Corporation Systems and Technology Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America April 2011 All Rights Reserved IBM, the IBM logo, ibm.com, Cloudburst, Power Systems, System z, Tivoli and zEnterprise are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at Copyright and trademark information at ibm.com/legal/copytrade.shtml Intel is a registered trademark of Intel Corporation or its subsidiaries in the United States and other countries. Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Offerings are subject to change, extension or withdrawal without notice. All client examples cited represent how some clients have used IBM products and the results they may have achieved. THE INFORMATION IN THIS DOCUMENT IS PROVIDED AS-IS WITHOUT ANY WARRANTY, EITHER EXPRESSED OR IMPLIED. Please Recycle
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The University of Bari fosters innovation in the cloud

Building a service-oriented cloud architecture on IBM System z and Linux
Smart is...
Bringing Cloud-based IT support into the local community
The University of Bari is strongly committed to developing cloud-based solutions for communities and businesses in southern Italy. The University needed a platform to facilitate cost-effective, exible application development. The University leveraged the IBM System z Solution Edition for Cloud Computinga virtualized infrastructure that uses IBM System z, IBM System Storage, SUSE Linux Enterprise Server for IBM System z and IBM Tivoli Service Automation Manager to enable intelligent management of Linux virtual machines.
The University of Bari is one of southern Italys premier educational institutions, with 12 faculties offering degrees in a wide range of subjects. Established in 1925, the University has nearly 70,000 students and more than 1,800 teaching staff at its main campuses in Bari, Brindisi and Taranto. The University is a member of DAISY-net, a consortium of public universities and information and communication technology (ICT) companies in the Puglia region of southern Italy. DAISY-net aims to carry out research and development and provide technology transfer and training to support economic and industrial growth within the region. As part of this mission, DAISY-net wanted to create a highly secure, scalable and exible architecture for application development and deployment.
Harnessing cloud computing

The University of Bari decided to host the infrastructure for this new architecture, and became interested in the possibility of creating a cloud computing infrastructure. This would provide very rapid and simple provisioning and management of new development, test and production environments, and enable each environment to scale up or down to meet demand. This level of exibility would encourage students and other developers to concentrate on application innovation, instead of worrying about infrastructure-related issues. As the basis for the new cloud infrastructure, the University selected the IBM System z Solution Edition for Cloud Computing. This comprises an IBM System z9 Business Class server with three Integrated Facility for Linux (IFL) processors that can support hundreds of Novell SUSE Linux Enterprise Server virtual machines. Storage is provided by IBM System Storage DS6800 disk systems. The Linux for System z architecture is controlled by IBM Tivoli Service Automation Manager, which automates the key processes around the request, deployment, monitoring and management of standardized virtual server images.
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Creating the cloud platform Business benets
Accelerates the sale and delivery of wine, sh and other cargo to end-customers. Provides real-time information from RFID sensors on variables such as temperature, humidity and whether cargos have been subjected to any shocks or stresses. Integrates sensor, market and GPS data with mainframe systems at the university, private sector and government regulatory agencies. Virtualizes the University Laboratory for students.
Working with teams from IBM Italy and MAUDEN, an IBM Business Partner, the university installed the System z platform and began providing members of DAISY-net with access to core resources such as IBM WebSphere Process Server and IBM DB2, which both run in an IBM z/OS partition. By leveraging a Linux for System z cloud on top of these core platforms, these developers were quickly able to create a wide range of innovative solutions, using service-oriented architecture (SOA) principles to enable rapid development of composite applications by orchestrating existing services and components.
Bringing ICT into new industries

Most of the development projects focus on exploring new ways of helping communities and small businesses in the Puglia regionespecially in areas and industries where ICT has not traditionally penetrated, such as shing, wine production and local transportation. The solution that one of the DAISY-net development teams has created for the shing industry is particularly interesting. It provides a touch-screen solution that sherman can install in their boats and use to report the size and species of the sh they catch. This information is then automatically shared with potential customers such as local markets, shops and restaurants, who can compete in a live auction while the shing boat is still out at sea. When the sh has been purchased, the solution shows which customers have bought which sh, so that the sherman can package it for delivery on the way back to the harbor. As a result, the shermen obtain the best price for their catch, and customers get the freshest possible sh.
Smarter education
Bringing Cloud-based IT support into the local community

Instrumented Captures humidity, temperature, soil and traffic conditions through a specialized appliance via RFID devices deployed in the appropriate location. Integrates sensor, market and GPS data with mainframe systems at the university, private sector and government regulatory agencies.
Interconnected
Intelligent
Provides real-time status of transportation logistics and market demand for particular sh and wine products. GPS geo-localization allows transportation companies to make adjustments for routes and deliveries, while shing companies can begin product auctions while sh are being caught. Winemakers are also able to understand market demand for products, while also being able to ensure environmental quality by monitoring soil isotopes.
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Solution components:
Servers

IBM System z IBM System Storage DS6800
Software

IBM DB2 for z/OS IBM Tivoli Service Automation Manager IBM WebSphere Process Server IBM z/OS IBM z/VM Novell SUSE Linux Enterprise Server
A second DAISY-net application supports local vineyards by providing constant monitoring of soil conditions, which helps to improve the quality of the product. Data from the soil monitors is automatically transmitted to the central application, which runs centrally on the IBM System z server. Isotopic soil monitoring enables wines to be categorized by isotopic characteristics, which determine grape color and taste. The monitoring equipment also provides information about the grapes origin for an academic research project. Another solution is already being used in production by a local transport and logistics company. Sensors installed in each of the companys trucks send data to a central monitoring application that runs in the System z cloud. The sensors provide real-time information on variables such as the temperature, humidity and whether the cargo has been subjected to any shocks or stresses. It can also monitor the route taken by the truck. This allows the company to ensure that even the most sensitive cargo can be delivered quickly and in excellent condition. The University is planning to adapt this solution for other usesfor example, environmental monitoring within data centers. Because the application has been developed in a service-oriented way, it will be relatively easy to reuse its components in other solutions. The use of such a real-time exible environment helps make industries in the Puglia region of southern Italy more competitive in local, national and global markets. More solutions like this are planned. The latest project is the virtualization of the University of Baris Computer Science labs, which allows students to use educational platforms as services. Students of each course use whatever platform is specied by their teacher, so it is possible to use different platforms in the same laboratory. Moreover, students can access their platform even when they are not in the lab. The use of cloud computing allows teachers to change platforms without changing the underlying infrastructure. Therefore, Cloud Computing allows the continuous improvement of laboratory infrastructure while minimizing the costs.
IBM Business Partner
MAUDEN
The IBM System z Solution Edition for Cloud Computing eliminates the trouble and expense of buying and managing new infrastructure, making the development of small-scale solutions much more viable. Moreover, as demand for a solution increases, the cloud can simply allocate more resources, so there is no problem with scalability.
Professor Visaggio, full professor of Software Engineering at the University of Bari
Making small-scale solutions viable

The biggest advantage of developing these applications on the System z cloud platform is that it is easy to start small, with trial implementations for just a few users, and very quickly scale up as the technology is adopted more widely.
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In a traditional ICT model, the idea of creating a solution for a small group of shermen or a local transport company would probably never get off the ground because the initial infrastructure costs would be too high, explains Professor Visaggio, full professor of Software Engineering at the University of Bari. The IBM System z Solution Edition for Cloud Computing eliminates the trouble and expense of buying and managing new infrastructure, making the development of small-scale solutions much more viable. Moreover, as demand for a solution increases, the cloud can simply allocate more resources, so there is no problem with scalability. Working with IBM and MAUDEN to create this new cloud infrastructure has already made a huge difference to businesses and communities in southern Italy, and will continue to provide an agile, exible platform that helps our brightest students and ICT professionals collaborate and express their most innovative ideas.

To learn more about the IBM System z Solution Edition for Cloud Computing, please contact your IBM marketing representative or IBM Business Partner, or visit the following website:
ibm.com/systems/z/solutions/editions/cloud/
Copyright IBM Corporation 2011 IBM Systems and Technology Group Route 100 Somers, New York 10589 U.S.A. Produced in the United States of America January 2011 All Rights Reserved IBM , the IBM logo, ibm.com, Tivoli, System Storage and System z are trademarks of International Business Machines Corporation in the United States, other countries or both. Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.
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Computer services
VNTT creates climate of business innovation with IBM cloud solution

Overview
The need
VNTT wanted to create a shared central infrastructure to deliver exible infrastructure and software services to small- and mid-sized companies, on a pay-as-you-use pricing model.
The solution
Launched the VNTT Cloud Center, built on IBM Service Delivery Manager cloud solution and featuring IBM System x and BladeCenter servers, enabling the dynamic creation of secure virtual infrastructures for local businesses.
Vietnam Technology and Telecommunication (VNTT) provides technology services to industrial parks in the Binh Duong province in the south east of Vietnam. This area is one of the most attractive for foreign investment; several high-prole Western companies have set up factories and plants here. Established in 2008 with capital funding from Vietnam Post & Telecommunication Corp., Becamex IDC Corp., and the Bank for Investment and Development of Vietnam, VNTT aims to make enterprise-class IT facilities available to the small- and mid-sized businesses that dominate the Vietnamese economy. An estimated 80 percent of businesses in Vietnam employ 500 people or fewer, and many of these companies lack the nancial capital to invest in state-of-the-art IT infrastructure and software solutions. Indeed, companies at the smaller end of the scale are unlikely even to have skilled IT personnel. VNTT set out to create a shared central infrastructure that could deliver exible services to small- and mid-sized companies, enabling them to access the latest business applications for a low monthly fee. Our vision was to create a platform to foster innovation and growth in the Vietnamese economy, taking advantage of our economy of scale to deliver highly cost-effective enterprise-class IT services to small- and mid-sized businesses, says Nguyen Minh Tan, CEO, Vietnam Technology and Telecommunication. We chose IBM as our trusted partner for delivering commercial cloud services, based on its comprehensive portfolio and proven track record in other client engagements. We knew that IBM had the expertise and the local support to help us leverage cloud in a way that is safe, reliable and efficient for our business.
The benet
Shared infrastructure leverages economies of scale to deliver high-quality IT services at low cost; virtual resources can be exed up and down as business requirements change; cloud removes need to understand the underlying infrastructure, allowing businesses to focus on innovation.
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Computer services
Dynamic shared services
We chose IBM as our trusted partner for delivering commercial cloud services, based on its comprehensive portfolio and proven track record in other client engagements.
Nguyen Minh Tan, CEO, Vietnam Technology and Telecommunication
VNTT built its new Cloud Center on IBM Service Delivery Manager solution, deploying IBM System x and IBM BladeCenter servers, IBM System Storage disk and tape solutions, and a variety of IBM Tivoli, and Lotus solutions. The VNTT Cloud Center enables companies in the Binh Duong industrial parks to access anything from an individual hosted virtual server right through to a full virtual data center. The Cloud Center also provides software-as-a-service (SaaS), enabling companies to run corporate portals, email systems, collaboration and moreand the entire environment is supported by the IBM Cloud Labs in Vietnam. Our initial offering covered infrastructure-as-a-service, providing co-location services and the rental of physical and virtual servers, says Nguyen Minh Tan. We later expanded to offer a full range of cloudbased SaaS solutions, using Lotus Notes and Domino for email, IBM WebSphere Portal Express for company intranets and IBM Lotus Foundations to provide an all-in-one business platform. The cloud architecture enables companies to have a private, secure set of resources that can dynamically expand and contract as their business needs changeso that they always have the right-sized infrastructure for their requirements. Both business users and IT administrators use a self-service portal to access the VNTT cloud resources, and exible pricing options bring enterprise-class computing within the nancial reach of even the smallest companies. Behind the scenes, an integrated suite of IBM software keeps the cloud running smoothly and reliably: IBM Tivoli Monitoring provides system health checks, IBM Tivoli Storage Manager enables automated backup and recovery of data, and IBM Tivoli Provisioning Manager enables the rapid creation and deployment of new virtual environments. The IBM cloud technologies enable us to rapidly provision new services for businesses, giving them enormous exibility and enabling dynamic response to changing economic conditions, says Nguyen Minh Tan. Rather than investing signicant amounts of capital in an inexible infrastructure of their own, small- and mid-sized businesses can tap into the
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Computer services
Software

cloud, getting precisely the resources they need for the time they need them, and at a price that makes business sense. As their businesses grow, we can easily add new resources to the cloud and dynamically expand their virtual environments.
IBM Service Delivery Manager IBM Lotus Domino IBM Lotus Foundations IBM WebSphere Portal Express IBM Tivoli Storage Manager
Packaged cloud from IBM

IBM Service Delivery Manager is a single solution that provides all of the necessary software components to implement cloud computing. Cloud computing is a services acquisition and delivery model for IT resources, which can help improve business performance and control the costs of delivering IT resources to an organization. IBM Service Delivery Manager provides preinstalled capabilities essential to a cloud model, including:
Servers

IBM System x IBM BladeCenter IBM System Storage
A self-service portal interface for reservation of computer, storage, and networking resources, including virtualized resources Automated provisioning and de-provisioning of resources Prepackaged automation templates and workows for most common resource types, such as VMware virtual images and LPARs Service management for cloud computing Real time monitoring for elasticity Backup and recovery
Supporting business innovation

The introduction of the IBM cloud at VNTT has dramatically accelerated the creation of new virtual infrastructures and SaaS solutions, enabling businesses to launch new services in hours rather than months. The cloud paradigm also removes the need to know about the underlying infrastructure, allowing businesses to focus on innovation rather than worrying about IT service provision. The low start-up costs and exible pricing lower the barriers to market-entry for new start-ups, without restricting their exibility to expand as their businesses grow. The IBM cloud is a true platform for business innovation in Vietnam, concludes Nguyen Minh Tan. It enables us to be extremely exible in providing IT services, and ensures that even businesses with zero IT expertise can benet from enterprise-class infrastructure. Whats more, our close collaboration with IBM ensures that we have all the skills we need in-house to support our customers as they look to exploit powerful new software solutions.
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To learn more about the IBM Service Delivery Manager solution, please contact your IBM marketing representative or IBM Business Partner, or visit the following website:
ibm.com/software/tivoli/solutions/service-delivery/
To learn more about IBM System x and BladeCenter, visit the following website: ibm.com/systems/x Additionally, nancing solutions from IBM Global Financing can enable effective cash management, protection from technology obsolescence, improved total cost of ownership and return on investment. Also, our Global Asset Recovery Services help address environmental concerns with new, more energy-efficient solutions. For more information on IBM Global Financing, visit: ibm.com/nancing
Copyright IBM Corporation 2011 IBM Systems and Technology Group Route 100 Somers, New York 10589 U.S.A. Produced in the United States of America January 2011 All Rights Reserved IBM, the IBM logo, ibm.com, BladeCenter, Lotus, System Storage, System x, Tivoli and WebSphere are trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their rst occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at
ibm.com/legal/copytrade.shtml
Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. Offerings are subject to change, extension or withdrawal without notice. All client examples cited represent how some clients have used IBM products and the results they may have achieved. The information in this document is provided as-is without any warranty, either expressed or implied.
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IBM Software Tivoli
Computer Services
Dutch Cloud BV
Delivers highly available, cost-efficient cloud services
As businesses demand more from their IT departments in terms of availability, security, efficiency and flexibility, more companies are turning to infrastructure as a service (IaaS) providers. By engaging an IaaS provider, businesses can significantly reduce the cost, complexity and risk associated with running their infrastructures. And because financing is one of the biggest challenges limiting the success of small and medium businesses (SMBs) today, its a business model that SMBs find particularly attractive. Many large enterprises have the financial and personnel resources to invest in cloud computing initiatives, says Martijn Van Zoeren, CEO of Dutch Cloud BV, an IBM Premier Business Partner. But in the mid-market area, companies dont have the same means. And, for many startups, venture capitalists require that companies use a monthly recurring IT service instead of using capital for their IT infrastructures. Based in the Netherlands, Dutch Cloud offers SMBs a range of cloud-based services from fully managed IaaS to disaster recovery solutions. In building its offering, the company needed to find the right balance between ensuring its platform was standardized enough to enable easy scalability, and offering the specific technical features best suited to different types of workloads. We decided from the outset to work with a few select providers and our first choice, based on our experience over the last 20 years, was to use IBM systems, says Van Zoeren.
Overview
The need
Margins are tight in the highly competitive infrastructure as a service (IaaS) sector, so the pressure is always on to drive costs down and service levels up.
The solution
By implementing IBM SmartCloud Provisioning software, Dutch Cloud simplified and standardized its cloud infrastructure and improved efficiencies through dynamic provisioning and self-service capabilities.
The benefit
Supported sixfold increase in revenue while operational costs remained flat; reduced time to provision 200 virtual machines by over 90 percent; decreased administrative workload by 70 percent.
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IBM Software Tivoli
Computer Services
Designed for Data

Dutch Cloud can accurately capture and analyze highly changeable customer requirements on an ongoing basis to better align services to client needs.
Tuned to the Task

Combining a range of different IBM architectures that work together seamlessly as a fully integrated platform, Dutch Cloud is able to enjoy the benefits of standardization along with provisioning capacity that suits each clients workloads.
Working with IBM, Dutch Cloud designed an environment that separates customers on the network level versus the service layerknown as virtual local area network (VLAN) separation. This approach makes multitenant isolation at the network and presentation layer possible, helping to ensure that each client environment runs securely and in isolation. Its an important capability that helps Dutch Cloud differentiate itself in the marketplace. Many IaaS providers run their client environments on the same servers, and a good hacker can go from one client environment to another, says Van Zoeren. We separate client environments at the network layer, which provides better security and enables us to deliver any type of architecture within our service layer. The fully virtualized infrastructure is based on IBM System x 3650 class servers connected to multiple IBM Storwize V7000 disk systems. Kernel-based virtual machine (KVM) and VMware virtualization technology are used to enable clients to run multiple virtual machines on Linux or Windows images. KVM is close to both the kernel and the hardware so we can optimize performance and work with cutting-edge hardware, says Van Zoeren. Open standards are also very important to us, so being able to support both KVM and VMware hypervisors with IBM SmartCloud Provisioning software enables us to offer choice to our customers. By selecting IBM Storwize V7000 technology, Dutch Cloud can offer clients two tiers of storage. The IBM storage array increases flexibility through both solid-state drives (SSDs) and serial-attached SCSI (SAS) drives, enabling clients to choose between the higher-performing, more expensive SSD storage and the lower-cost SAS option depending on their specific requirements. Where clients opt for a combination of both, the built-in IBM Easy Tier software automatically migrates the most frequently accessed data to the fastest disks to constantly optimize the price-performance ratio.
Managed with Cloud Technologies

Leveraging IBM SmartCloud Provisioning software enabled Dutch Cloud to move from a static model to highly dynamic service delivery. VLAN separation makes multitenant isolation at the network and presentation layer possible, helping to ensure that each customer environment runs securely and in isolation. This was a priority for Dutch Cloud, as the company was committed to delivering true private clouds to its customers.
Driving Innovation
Dutch Cloud can support a reseller model and brand its service delivery portal for specific customers thanks to segregation of resources. Facilitating new channels to market in this way helps the company expand into new market segments.
High-quality, low-touch provisioning

In an industry governed by tight profit margins and fierce competition, Dutch Cloud has to continually find ways to enhance service levels for clients while keeping costs low. When it launched its cloud services in
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IBM Software Tivoli
Computer Services
Solution components
Software

2009, the company used internally developed provisioning tools based on open source technologies. However, according to Van Zoeren, as the company grew, the staff couldnt keep up with this approach. We had to keep changing our tool to support all new versions of VMware, KVM and Microsoft software coming out, and all the new storage versions, says Van Zoeren. It was easy to do that when we first started, but we couldnt maintain it as we grew. We were spending 80 percent of our time maintaining the tool and 20 percent on supporting client requirements. Van Zoeren met with IBM representatives to discuss his requirements for cloud provisioning tools. Dutch Cloud needed a solution that would enable rapid provisioning of new cloud services with a high degree of automation. Any new solution had to also support the delivery of white-label services, which enables resellers to apply their own branding, marketing and pricing strategies when reselling Dutch Clouds infrastructure services. At the time, IBM was working on its SmartCloud Provisioning offering and invited Dutch Cloud to participate in the beta test. We participated in the beta and became the first commercial implementation of the solution in the Netherlands, says Van Zoeren. IBM SmartCloud Provisioning is very easy to install and very easy to maintain. We saw that our time spent on maintaining the administration layer changed enormously when we started using IBM SmartCloud Provisioning. An important differentiator, says Van Zoeren, is that IBM separates the provisioning layer from the underneath infrastructure so that migrating client infrastructures is transparent. Almost all of the provisioning tools today use capabilities within the hypervisor layer, which makes it difficult when migrating client environments into the cloud, he explains. You cant migrate one-to-one a quad-core virtual machine to a six-core machine under this approach. What IBM did with SmartCloud Provisioning is separate the grid layer
IBM SmartCloud Provisioning IBM Easy Tier Red Hat Enterprise Linux (including KVM hypervisor) Microsoft Windows
Hardware

IBM Power 740 IBM System x 3650 IBM Storwize V7000
Our monthly recurring revenue has tripled twice in the last year but our operational costs have remained flat.
Martijn Van Zoeren, CEO, Dutch Cloud BV
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IBM Software Tivoli
Computer Services
We decided from the outset to work with a few select providers and our first choice, based on our experience over the last 20 years, was to use IBM systems.
Martijn Van Zoeren
from the underneath infrastructure so that we dont have to depend on the underneath hardware or hypervisor layer. And that makes it very easy for customers to migrate their virtual machines into our service layer. He adds, KVM also saves us a lot of money, because of its lower licensing costs. We are using both KVM and VMware, so IBM SmartCloud Provisioning enables us to bring in customer environments on VMware and reduce costs by moving them to KVM. Weve also found KVM much easier to install and manage. Additionally, Dutch Cloud can not only quickly deploy virtual or physical machines, it can also provision a clients entire architecture, making a copy of an existing architecture, in just a few hours. Our clients are often surprised in terms of the time we need to migrate them to our environment, says Van Zoeren. Many think well need 10 to 15 days. In most situations, we can complete the migration in four hours. For one client, we were able to copy an existing development environment and deliver the service in 30 minutes. Using the web portal, clients have exceptional control over the resources assigned to them, and are able to adjust these on an ongoing basis with minimal effort and zero disruption. Customers can simply log into the web portal to request one or many virtual machines from the master images in the catalog. Previously, Dutch Cloud used a cold-standby disaster recovery (DR) strategy, keeping a second physical server on standby for each production server. This meant significant capital expenditure for zero operational benefit, as the standby systems were simply an insurance policy to mitigate the impact of losing a production server. Today, the fully virtualized IBM cloud automatically restarts virtual machines on one of the remaining physical servers if a server goes down for any reason. This enables almost instantaneous recovery and allows the standby capacity to be utilized more effectively. For example, Dutch Cloud can integrate its existing IBM Power 740 servers running IBM AIX into the environment to offer clients either physical or virtual machines depending on their needs.
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IBM Software Tivoli
Computer Services
White-label services expand market reach
The IaaS market is going to continue to mature and well see more competition in the coming years. Our technology choices have given us the ability to thrive in this competitive market.
Martijn Van Zoeren
The ability to brand the portal or user interface enables Dutch Cloud to tailor services to individual clients, which helps both with sales and client retention. For example, the company can package services for use by clients with varying degrees of technical expertise, helping Dutch Cloud expand its user base. This also facilitates a new reseller model in which Dutch Cloud provides white-label cloud services to other IT service providers. In this way, the solution has opened up new routes to market for Dutch Cloud, enabling the company to expand its market share and to break into new industry sectors that it might not otherwise have been able to reach. The segregation of resources enables Dutch Cloud to securely delegate control of portions of the cloud to clients and to partners, meeting the requirements of a private cloud for some of the companys customers.
Measurable ROI
Since deploying IBM SmartCloud Provisioning software, Dutch Cloud has seen its client base expand significantly. However, the high degree of automation built into the IBM solution has greatly reduced Dutch Clouds administrative workload. Now the IT team spends 80 percent of its time on client migrations and only 20 percent of its time on administrationa more than 70 percent decrease in administrative time. The business impact has been tremendous. Our monthly recurring revenue has tripled twice in the last year but our operational costs have remained flat, says Van Zoeren. With IBM SmartCloud Provisioning software, new services also can be deployed in minutes rather than hours. This places Dutch Cloud in an ideal position to respond rapidly to fluctuating client needs. With our original tool, it could take almost an hour to provision an extra 200 virtual machines for a client, says Van Zoeren. With IBM SmartCloud Provisioning, we can do it in five minutes now. The IaaS market is going to continue to mature and well see more competition in the coming years. Our technology choices have given us the ability to thrive in this competitive market.

To learn more about IBM cloud offerings, please contact your IBM sales representative or IBM Business Partner, or visit the following website:
ibm.com/cloud
For more information about Dutch Cloud, visit: www.dutchcloud.com
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IBM Systems and Technology Group Smarter Computing
Media and Entertainment
Roland-Garros 2011: 26 years of partnership

Smarter computing from IBM helps turn the simple action of hitting a ball over a net into an event that captivates millions of people worldwide
For 26 years now, the Fdration Franaise de Tennis and IBM have been working hand in hand to make Roland-Garros one of the worlds most exciting sports events. As the Official Information Technology and Internet Partner for Roland-GarrosOpen and for all the other Grand Slam championships IBM is committed to efficient and innovative data collecting, processing and transmission: statistics, scores, serve speeds and TV graphics. The official website, www.rolandgarros.com, available in English and French, reflects the partnerships growing success. One of IBM and the FFTs prime objectives is to make the tournament accessible to the greatest number of users possible and to draw fans into the heart of the action while reinforcing their environmental commitment
Overview
The challenge facing the Fdration Franaise de Tennis (FFT)
To couple innovation and performance with green commitment to increase the tournaments global visibility while reducing its environmental footprint in a secure environment.
More data for enhanced analysis

IBM solutions help to capture, analyze and distribute data on every aspect of the French Open. From scores to schedules to player statistics and serve speeds, a vast sea of data is captured and collated in real time for officials, media and fans, both in the arena and around the world. All this information enables the players and trainers to measure their impressions against reality in order to improve their performance, and the fans to enjoy an immersive experience of the French Open. Every year, the channels by which fans can access information are enriched. In 2011, iPad and iPhone owners will benefit from live scores, videos and statistics thanks to a Roland Garros-dedicated application (jointly developed by IBM and Orange), and the official site has been fine-tuned to be compatible with the iPad format. Naturally, the m.rolandgarros.com mobile site is still available to smartphones. This year, television viewers will also be able to discover the new possibilities offered by connected TVs based on the new HbbTV standard through an interactive application.
Technology in the arena

IBM Scoring System
The primary function of the IBM Scoring System is to collect data from all courts using radars and scorers, and then to store this data on a server, to calculate all relevant statistics and distribute them to all types of media Internet, television, mobile. IBM produces graphics for 175 TV channels worldwide by consolidating the statistics in real time for each of the broadcast matches. More than 50 overlays integrating data from the scoring database are available and displayed on the screens.
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Speed serve system
The solution

Collecting, processing and dispatching massive volumes of data about matches, statistics, scores, ball speed, TV graphics etc., in an efficient and innovative way to meet the players and fans expectations. Leveraging Cloud Computing by means of a comprehensive, dynamic and smart infrastructure solution, further enhanced in 2010 following migration to a new Green Data Center New service on official website www.rolandgarros.com: the IBM PointStream application to track and analyze matches in real time. New distribution modes: iPhone and iPad dedicated applications, a site for mobile phones, an interactive application to leverage the new web-connected TVs and links to Facebook and Twitter Preventing attacks and intrusions with the IBM Internet Security Systems (ISS) platform, dedicated to risk prevention as well as network and web server security management.
One of the most visible solutions, the IBM courtside radar gun captures the speed of a serve, immediately transmitting it to the IBM scoring database and displaying the information courtside. Consisting of two electronic displays, this system includes custom-built radars and dedicated software for collecting serve speed, direction and other useful data for statistics.
Emergence of connected TV
New in 2011, the development of connected TV is accelerating with the introduction of the recent HbbTV standard. For the first time ever, IBM is offering an interactive application, operated with a remote control that allows users to know more about the players, catch up on the latest tournament news and view the statistics while watching the matches. Viewers can also personalize the data they receive and access additional information on the images being broadcast. This application was designed using the agile development platform WebSphere sMash in a Cloud environment, which reduced and facilitated development work considerably.
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Taking it beyond the arena Business Benefits

rolandgarros.com
A sustainable approach thanks to optimized systems based on IBM hardware, with virtualization helping to minimize energy consumption and maximize server consolidation in the Green Data Center. An infrastructure designed to support, throughout the 15-day French Open, traffic 100 times heavier than the yearround figure. A constantly enriched website, which drew over 9.3 million Internet users in 2010 for more than 333 million page views (an increase of 47 percent compared to 2008) and a shift to support new media, offering users new insights. Real-time security management, automatic detection of threats, reduced costs of security through a centralized approach.
In conjunction with the FFT, IBM designs, develops and hosts the state-of-the-art French Open website. More than ever, fans want to be a part of the tournament, even if they are not able to attend. With a more engaging, more immersive and more personalized user experience, rolandgarros.com is attracting a huge number of online fans through integration with social networking applications like Facebook and Twitter and by offering them a chance to comment on articles and photos. The interactive, media-rich online experience of rolandgarros. com allows fans to listen to live radio, review highlights of the days play, read blogs and follow the scores from every court as the action happens. It is not surprising that this site was a resounding success last year, with over 9.3 million unique users.
IBM Point Stream

New in 2011, the IBM PointStream application allows users to track matches in real time on vivid graphics and to view the statistics calculated throughout the game. By clicking on a spot, you get all the details to better understand the match highlights. IBM PointStream has become an essential, extremely powerful data analysis tool that tennis fans can use during and after the match to enable unique insights.
IBM SlamTracker
SlamTracker provides users with an increased level of personalization and interactivity, allowing them to follow their favorite players using an interactive draw and to track individual matches in as they progress.
Featured Matches
This interface, enhanced in 2011, gives real-time access to what is happening, what has happened and what is about to happen.
Mobile
Fans can stay up to date with Roland-Garros wherever they are using their mobile phones, smartphones or digital tablets. Thanks to the new dedicated iPad application, the iPhone application (both jointly developed by IBM and Orange) and the mobile site (m.rolandgarros.com), real-time scores, videos, schedules, draws and player information are available to everyone.
Smarter, more energy-efficient technology

IBM has been the official technology partner for the French Open for 26 years, and over time, this type of partnership has been extended to all four Grand Slam tournaments. This cycle of events triggers a constant stream of innovation, generating smarter and greener technology year after year.
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Harnessing Cloud Computing Solution Components

Software

IBM Tivoli Monitoring IBM Director Active Energy Manager IBM System x IBM POWER7 based servers
Servers

The official French Open website is supported by multiple geographically-dispersed server farms, virtualized as one. In 2006, 60 servers were required to cope with the 100-fold increase in traffic that the site experiences during the Open. Now, Cloud based services are utilized to allocate the appropriate capacity to support the tournament, based on IBM System x and IBM POWER7 processor-based servers. This technology, which boosts performance while reducing energy usage, opens up completely new horizons by providing the ideal platform for each of the workloads generated by the website. Through virtualization, energy demand has been reduced by up to 40 percent and cooling demand by up to 48 percent. Moreover, IBM has implemented IBM Tivoli Monitoring and IBM Direct Active Energy Manager in monitoring mode and is adjusting CPU clock speed during non-busy times to further reduce energy demands. The platform, in secured, private Cloud Computing mode and shared with the other Grand Slam events, enables the FFT to access the services according to tournament needs. This flexible technology allows the rapid creation and dynamic allocation of the resources required for the tournament while offering transparent and real-time access to a multitude of media (Internet, mobile, smartphones, tablets and television). In addition, throughout the development and preparation phase of the new site, the IBM Enterprise Cloud for Roland-Garros Development &Testing solution allows: reduced operation costs system allocation or deallocation according to evolving needs improved resiliency. Year after year, IBM provides new services and handles increased traffic while reducing cost, floorspace requirements and energy consumption.
Managing risk proactively

The IBM Internet Security Systems Solution has been deployed in the three centers that make up the sites infrastructure, enabling: real-time preventive analysis of vulnerabilities before the infrastructure is compromised by potential system attacks automatic detection of all threats, anomalies and infringements of security rules immediate assessment of attack impact vulnerability management and protection the reinforcement of protective barriers in addition to the firewalls and other existing technologies. With IBM Internet Security Systems, the Roland-Garros website benefits from an integrated, proactive approach to security. Combined with centralized monitoring of the entire infrastructure, this solution offers additional benefits: cost control, compliance with regulations.
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Tomorrows Green Data Center
(The Cloud Computing architecture) marks the culmination of the FFTs efforts seeking primarily to achieve simplification, greater flexibility, reinforced security and reduced production costs through smarter computing.
Gilbert Ysern, FFT & Roland Garros General Manager
IBM now provides the four Grand Slam tournaments with one of the worlds most sophisticated data centers in the world. As a result, Roland Garros benefits from a more eco-friendly, energy-efficient solution for managing and hosting its data and strategic infrastructure. Floor space has been reduced by 54 percent and energy demand, by 38 percent in this green, innovative data center! The Maximo heat map implemented in the data center allows instant detection and fast adjustment of energy waste. Thanks to this technology, IBM offers the highest possible level of security, availability and automation while minimizing the carbon footprint.
Roland-Garros, resolutely committed to innovation

According to Gilbert Ysern, FFT & Roland Garros General Manager, IT systems are becoming increasingly light and precise. He explains that Cloud Computing architecture marks the culmination of the FFTs efforts seeking primarily to achieve simplification, greater flexibility, reinforced security and reduced production costs through smarter computing. By supporting the French Opens growing reach since 1985, IBM has helped turn this international tournament into an event resolutely committed to innovation, to the great satisfaction of fans and tennis players all around the world.

To learn more about any of the solutions in this case study, please visit:
ibm.com/rolandgarros
To learn more about smarter computing from IBM and how we can help you integrate, automate, secure and transform your IT, contact your IBM sales representative or IBM Business Partner, or visit:
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Copyright IBM Corporation 2011 Compagnie IBM France 17, avenue de lEurope 92275 Bois-Colombes cedex - France Produced in France May 2011 All Rights Reserved IBM, the IBM logo, ibm.com, Tivoli, System x and POWER7 are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of other IBM trademarks is available on the Web at Copyright and trademark information at: ibm.com/legal/copytrade.shtml. References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Any reference to an IBM product, program or service is not intended to imply that only IBMs product, program or service may be used. Any functionally equivalent product, program or service may be used instead. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. IBM hardware products are manufactured from new parts, or new and used parts. In some cases, the hardware product may not be new and may have been previously installed. Regardless, IBM warranty terms apply. This publication is for general guidance only. Photographs may show design models. Please Recycle XSC03095-FREN-00 53
A large US city
Delivering uninterrupted services to citizens
Smart is...
Creating a proactive service delivery model that allows IT staff to identify recurring problems and institute proactive measures to prevent serviceaffecting problems.
For one large US city, outages and performance issues with city-wide applications and infrastructure services were increasing costs and negatively affecting citizen interactions with city agencies. By moving to an Integrated Service Management model for its data center, the city is gaining the end-toend visibility, control and automation needed to make sense of real-time information and deliver high-quality, uninterrupted services despite tight budgets and headcount constraints.
Economic slowdowns. Budget cuts. Security issues. Aging populations. As cities around the world grapple with these problems, theyre nding that the key to their success is in using information technology (IT) to transform how they work, collaborate and serve citizens. But as any organization in any industry knows, IT glitches can negatively affect customer satisfaction and dramatically increase the time and cost associated with service delivery. For one large US city, a focus on Integrated Service Management that provides end-to-end visibility, control and automation of essential city services is becoming indispensable in its ability to address these challenges. City commissioners and IT staff were specically concerned with service levels for 29 critical city services that are used by millions of citizens. These include its:
Citizen information hotline that provides citizens with fast and easy access to government information and non-emergency services. Intranet, which provides a community space and tools for the citys nearly 300,000 employees to share information and work efficiently. Data-sharing service that enables agencies to share case information for criminal justice investigations, trial preparation and case follow up to improve public safety. Geographic information system that supports emergency response and planning operations. Online payment systems for parking tickets, property taxes, water bills and other city services. Online public screening tool that city residents can use to determine eligibility for health and human service benet programs.
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Business benets
50 percent reduction in mean time to repair (MTTR) 60 - 90 percent improvement in availability of critical services under management Prevented major outages lasting several hours on the citys citizen information hotline and Intranet services Enabled the citys citizen information hotline center to service an additional 7,757 calls per month
Underpinning these services is an incredibly heterogeneous infrastructure spanning hundreds of agencies and operational teams and comprising more than 400 servers, 100,000 network devices, 500 database instances and 60,000 telecom circuits. Given the complexity of this infrastructure, it was difficult for support staff to correlate infrastructure issues, nd the root cause of a problem, and identify what services were affected. This caused extended performance degradation and outages. It also increased the cost associated with answering calls from employees and citizens. We were monitoring the bits and pieces of our core services, but we didnt have the end-to-end visibility for service modeling and tracking SLA performance, says the citys Network Monitoring Team manager. It meant more calls, higher MTTR [mean time to repair], and extended outage durations. Any large organization with distributed operations spanning multiple groups, agencies or locations have the same challenge in determining how hundreds of thousands of elements relate to the macro services offered to internal and external users, adds Mohan Kompella, director of channels and technical sales for Softential, an IBM Business Partner that is working with the city to implement Integrated Service Management for its data center.
Tivoli Business Service Manager helps us cut down on the low-level noise and make sense of real-time and historical alerts and events that are streaming in every minute of every day.
Manager, Network Monitoring Team, Large US City
Smarter Cities:
Predicting service problems

Instrumented Real-time server, network and application information along with conguration and asset information are automatically collected and fed into service models. Data from 400 servers, 100,000 network devices, 500 database instances and 60,000 telecom circuits is displayed on dashboards showing the health of services. Ability to identify trends based on the number and severity of problems for each asset class helps IT staff predict and prevent serviceimpacting problems.
Interconnected
Intelligent
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New insight into quality of service Solution components:

Software
IBM Tivoli Business Service Manager IBM Tivoli Composite Application Manager for Applications IBM Tivoli Monitoring IBM Tivoli Netcool/OMNIbus IBM Tivoli Netcool/Impact
Working with Softential, the city is creating service dashboards that provide real-time visibility into the health of critical services and their constituent components. The solution, which is based on IBM Tivoli Business Service Manager, provides IT and city executives with, for the rst time, a view of how each service is operating. Staff can drill down on any problem to quickly pinpoint its root cause and proactively identify and resolve performance degradations before they result in outages. Staff can also track key performance indicators (KPIs), such as mean time to repair and the number and severity of service impacting problems for each asset class. This will provide a new level of intelligence to enable IT to identify recurring problems and institute proactive measures so as to avoid service-affecting problems in the rst place. In phase two of the project, dashboard views will be expanded to track SLA (service level agreement) violations and deliver agency-specic information. To provide this level of visibility, Tivoli Business Service Manger aggregates and correlates service status from Tivoli software and third party performance monitors in real time. For example, IBM Tivoli Network Manager monitors network performance across more than 100,000 network devices. IBM Netcool/Impact extracts conguration and asset information from the citys change management database from BMC Remedy to populate the service models. The software also pulls data from service tickets along with details on the number of tickets for each component. IBM Netcool/OMNIbus collects and consolidates alarms from all devices and element managers. Tivoli Composite Application Manager monitors performance across the application stack.
Softential
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With Tivoli Business Service Manager, cities and other organizations with large, dynamic environments dont have to constantly expand headcount as they expand their services.
Mohan Kompella, Director, Channels and Technical Sales, Softential
The inside story: Getting there

A foundationThe citys journey to an Integrated Service Management model began in 2006 when Softential worked with IT staff to streamline systems and availability monitoring using IBM Tivoli software. Previously, each server, application and network team used point monitoring tools. The work we conducted with the city using Tivoli software to consolidate systems, network and application alerts laid the foundation, says Kompella. Once that real-time data was being aggregated, we could then begin discussions about moving into a service model. Building a caseThe city began discussions with several vendors in early 2009 regarding the creation of service dashboards based on IT Infrastructure Library (ITIL) best practices. The executive managers in the citys IT department were looking long term at the service management model but the sentiment wasnt widespread, says Kompella. By building the foundation with IBM Netcool software and consolidated operations management, we started socializing the importance of end-to-end service modeling. This helped sell it to the different stakeholders across city agencies. A exible approachThe city selected IBM over another IT solution provider for its ability to consolidate information across its heterogeneous environment. The ability of Tivoli Business Service Manager to tap into back-end Oracle and SQL databases was quite useful, says Kompella. The other vendor was really focused on the data that its software was already collecting. But Tivoli Business Service Manager could pull from other data sources to give a complete picture and enabled us to customize KPIs with data in external repositories.
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Benefits of Integrated Service Management

What difference has this new approach made? Already, IT managers are seeing signicant improvements in key performance indicators, such as mean time to repair (MTTR) and service availability. For example, before it would typically take 2 - 3 hours to investigate and manage incidents. Now it takes only an houra more than 50 percent reduction in MTTR. Availability for key services currently under management has improved 60 - 90 percent. In fact, previously, the citys citizen hotline and Intranet services experienced major outages lasting up to four hours about once every three months. Since the implementation of Tivoli Business Service Manager, the city hasnt had any signicant outages to these highly visible services. (The citizen information hotline receives nearly 1.5 million calls a month and the Intranet is used by about 300,000 employees daily.) Additionally, by saving about four hours a month to repair problems associated with its citizen hotline service, the city estimates that it can service an additional 7,757 calls. Tivoli Business Service Manager helps us cut down on the low-level noise and make sense of real-time and historical alerts and events that are streaming in every minute of every day, says the citys Network Monitoring Team manager. These improvements are helping the city deliver high quality services despite tight budgets and headcount constraints. With Tivoli Business Service Manager, cities and other organizations with large, dynamic environments dont have to constantly expand headcount as they expand their services, says Kompella.
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To learn more about how IBM can help you transform your business, please contact your IBM sales representative or IBM Business Partner. Visit us at: ibm.com/tivoli For more information about Softential, visit: www.softential.com
Copyright IBM Corporation 2010 IBM Corporation 1 New Orchard Road Armonk, NY 10504 U.S.A. Produced in the United States of America September 2010 All Rights Reserved IBM, the IBM logo, ibm.com, Lets build a smarter planet, smarter planet, the planet icons and Tivoli are trademarks of International Business Machines Corporation in the United States, other countries or both. These and other IBM trademarked terms are marked on their rst occurrence in this information with the appropriate symbol ( or ), indicating U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at ibm.com/legal/copytrade.shtml IT Infrastructure Library is a registered trademark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.
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TIC14143-USEN-00 59
IBM Software Tivoli
Case Study
CDC improves service level agreement levels by 98 percent

Overview
Challenge
With numerous point management tools, time-consuming manual processes and no single help desk, IT administrators were constantly operating in a reactive mode and faced just 90 percent system availability.
The Central Depository Company of Pakistan Limited (CDC) is the only depository in Pakistan, handling the electronic settlement of transactions carried out at the countrys three stock exchanges. CDC handles 99 percent of settlements and holds nearly 66.6 billion shares worth US$17.66 billion in 592 securities (as of February 2010). The company also acts as trustee of assets over US$2.1 billion in 90 funds for 25 asset management companies (as of February 2010). Given the companys important role in Pakistans nancial market, any interruptions to service delivery could have signicant impact on the countrys economy. However, CDCs highly heterogeneous IT infrastructure presented signicant IT management challenges. Key business and support applications run on a variety of databases (IBM DB2, Oracle Database and Microsoft SQL Server); servers (from HP, Dell and IBM, including IBM System x); network devices (from Microsoft, Cisco, Juniper Networks, 3Com and Nortel); and security solutions (from Cisco, Juniper Networks, RSA, Blue Coat, McAfee and Kaspersky Lab). With numerous point management tools, time-consuming manual processes and no single help desk solution, IT administrators were constantly operating in a reactive mode. Systems availability was at 90 percent, and security reporting and monitoring for regulatory compliance was draining resources and increasing operational costs. We did not have end-to-end visibility of our infrastructure, says Syed Asif Shah, chief information officer, Central Depository Company of Pakistan. Without this visibility your capacity to learn is reduced.
Solution
IBM Business Partner Gulf Business Machines helped CDC implement an Integrated Service Management solution from IBM that increases IT efficiency while improving the effectiveness of business services.
Benet
90 percent reduction in average time for root cause analysis; estimated 50 percent reduction in time to support new lines of business; 98 percent improvement in service level agreement (SLA) levels.
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IBM Software Tivoli
Case Study
Root cause analysis used to average 45 minutes. Now it takes only 5 minutes.
Syed Asif Shah, Chief Information Officer, Central Depository Company of Pakistan Limited
Moving to Integrated Service Management

CDC embarked on a strategy with IBM Pakistan and IBM Business Partner Gulf Business Machines to implement an Integrated Service Management solution from IBM that would increase IT efficiency and service quality. Greater visibility into the infrastructure enables CDC IT administrators to proactively address problems before users are affected. Increased control strengthens compliance with business policies and regulatory mandates while helping administrators identify security vulnerabilities. Automation of manual processes helps optimize staff productivity and reduce operational risk. In making its selection, CDC issued a Request for Proposal (RFP) to IBM, Computer Associates and HP. We went through a comprehensive exercise of evaluating what could be delivered and how it would be
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IBM Software Tivoli
Case Study
Hardware

IBM System Storage DR550 IBM System x
delivered, says Shah. We also looked at the price and quality of the products, and the business partners who were going to provide the services. Even if the products have good features, if the business partner is not properly trained, they wont be able to exploit the full potential of the technology. We concluded with IBM based on these factors.
Software

IBM Tivoli Asset Management for IT IBM Tivoli Composite Application Manager for Applications IBM Tivoli Composite Application Manager for Transactions IBM Tivoli Monitoring IBM Tivoli Monitoring for Microsoft Applications IBM Tivoli OMNIbus and Network Manager IBM Tivoli Provisioning Manager IBM Tivoli Security Compliance Manager IBM Tivoli Security Information and Event Manager IBM Tivoli Security Operations Manager IBM Tivoli Service Request Manager IBM Tivoli Storage Productivity Center
Reducing complexity of demonstrating compliance

Security operations and compliance was the rst area the organization tackled. CDC used IBM Tivoli Security Information and Event Manager, IBM Tivoli Security Compliance Manager and IBM Tivoli Security Operations Manager software to:
Gulf Business Machines
If we wanted to add a new line of business, we wouldnt need more resources to manage it. We could probably deliver the new environment in 50 percent less time than before.
Syed Asif Shah, Chief Information Officer, Central Depository Company of Pakistan Limited
Automate log aggregation and provide real-time correlation, analysis and alerts of security events based on business rules. Track and report on privileged users activities, verifying Who did What, When, Where, Where from, Where to and on What, and conrming compliance of these actions against enterprise security policy during incident and event investigation. Proactively identify out-of-compliance systems. Automate audit and compliance reporting by leveraging the compliance management modules. This reduces complexity of managing compliance and provides comprehensive reporting to help staff uncover security trends to maintain compliance with ISO/IEC 27001. The privileged user monitoring and audit capability of Tivoli Security Information and Event Manager has helped reduce the workforce requirement in CDCs IT information security and internal audit departments.
Security logs are stored in the IBM System Storage DR550 information-retention solution to protect against log tampering.
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IBM Software Tivoli
Case Study
We had so many devices and applications sending their logs to point applications, explains Shah. When thousands of log entries come in on a second-to-second basis, its simply not possible to manually correlate the information. With Tivoli software, we can better manage security compliance and proactively identify any vulnerability.
Increased visibility improves Quality of Service

Next, CDC worked with Gulf Business Machines to gain greater visibility into service availability and quality using IBM Tivoli Composite Application Manager, IBM Tivoli Monitoring, IBM Tivoli OMNIbus and Network Manager, and IBM Tivoli Storage Productivity Center software. The solution enables staff to monitor performance and availability of:
IBM AIX, Microsoft Windows and Linux based servers, supporting components (e.g., disk, memory and power supply), databases, messaging and collaboration systems, and web services. Business applications. Robotic transactions are initiated every seven minutes across the companys three main applications. This information is compared with baseline performance data so administrators can identify any degradation in service before users are affected. Network devices and wide area network links via SNMP traps for proactive fault management and real-time root cause analysis. This is critical given that the stock exchanges connect with CDC via dial-up or DSL connections as part of the transaction settlement process. Enterprise-wide storage area network components. With this, IT staff can easily determine how much storage space is in use, how much is assigned and how much is available to improve capacity planning.
This increased insight into the health of its IT infrastructure has driven a 90 percent reduction in the average time to identify the root cause of a problem. It has also helped IT administrators increase systems availability from 90 percent to 99 percent.
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IBM Software Tivoli
Case Study
Root cause analysis used to average 45 minutes, says Shah. Now it takes only ve minutes. And if there is a problem, the appropriate IT administrator is automatically alerted and can take care of it in a much more proactive manner. This has helped us achieve nearly 100 percent availability.
Improving SLA levels by 98 percent

In phase three, CDC streamlined, integrated and automated service desk and IT asset management functions based on IT Infrastructure Library (ITIL) best practices using IBM Tivoli Service Request Manager, IBM Tivoli Asset Management for IT and IBM Tivoli Provisioning Manager. This has increased the efficiency of help desk operations while reducing costs. And by integrating service desk data with IT asset management information, the organization can review the frequency and nature of issues with IT assets to discover and resolve recurring issues across the environment. Before there was no guaranteed turnaround time from the help desk, says Shah. Now with promised turnaround times being met with fewer resources, weve improved SLA [service level agreement] levels by 98 percent.
Enabling business growth

According to Shah, the new level of efficiency realized in IT is helping the company weather the current economic environment. For the last 18 months there was a complete hiring freeze on new resources, says Shah. However, we were able to do our business with greater efficiency because of this automation and the better visibility and control we gained. And as the market recovers, Integrated Service Management from IBM will enable IT to support new business opportunities. If we wanted to add a new line of business, we wouldnt need more resources to manage it, says Shah. We could probably deliver the new environment in 50 percent less time than before.
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Contact your IBM sales representative or IBM Business Partner. Visit us at: ibm.com/tivoli You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. Learn about opportunities near you at: www.tivoli-ug.org For more information on Gulf Business Machines, visit:
www.gbm4ibm.com
For more information on the Central Depository Company of Pakistan Limited, visit: www.cdcpakistan.com Additionally, IBM Global Financing can tailor nancing solutions to your specic IT needs. For more information on great rates, exible payment plans and loans, and asset buyback and disposal, visit:
ibm.com/nancing
Copyright IBM Corporation 2010 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America August 2010 All Rights Reserved ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. IT Infrastructure Library is a registered trademark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce. Other product, company or service names may be trademarks or service marks of others. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates. IBM, the IBM logo, ibm.com and Tivoli are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their rst occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at ibm.com/legal/copytrade.shtml Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Microsoft, Windows and SQL Server are trademarks of Microsoft Corporation in the United States, other countries, or both.
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TIC14122-PKEN-00 65
IBM Software Tivoli
Energy & Utilities
Great River Energy

Improving service management
Great River Energy is a not-for-profit electric cooperative that generates and transmits wholesale electricity to 28 distribution cooperatives in Minnesota and Wisconsin. These members distribute electricity to more than 1.7 million people. The company has more than 2,500 megawatts of generation and 4,500 miles of transmission lines and has been a long time user of IBM Maximo Asset Management software to manage its nearly 110,000 enterprise assets.
Overview
Great River Energy Maple Grove, Minnesota www.greatriverenergy.com
IBM Maximo Asset Management IBM Tivoli Asset Management for IT IBM Tivoli Service Request Manager
The need
In 2004, the companys IT Support Services team sought to gain better control over its IT assets. Asset information on desktops, laptops, networking, and appliance devices was stored in a Microsoft Access database and staff found it difficult to track service requests and confirm proper software licensing. As the team evaluated available options, it realized that to improve service response and reduce costs it needed an integrated approach that could standardize incident, service request and change management processes across three major organizations: operations, transmission and generation, and the IT help desk. We made a choice at that time: We could have one system that does asset management, and another system that does the rest, and we could spend our time integrating these systems and passing data back and forth, or we could find one solution that does it all, says Melanie Eisenbraun, manager, IT Support Services, Great River Energy. We chose one solution that does all.
The seamless integration between the IT and the asset management functionality made IBM Tivoli software the right choice for us.
Jade Warren, Senior IT Support Analyst, Great River Energy
The solution
Using an Integrated Service Management solution based on IBM Tivoli Service Request Manager software, Great River Energy has a single window to monitor, manage and report on incidents, service requests, internal work requests, and change requests. IBM Tivoli Asset Management for IT and IBM Maximo Asset Management software provide visibility into the companys more than 110,000 enterprise and IT assets spread across Minnesota.
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Our transmission and generation division has used IBM Maximo extensively for 15 years to manage enterprise assets, but many of the devices that they have are becoming more IT in nature, says Jade Warren, senior IT support analyst, Great River Energy. The seamless integration between the IT and the asset management functionality made IBM Tivoli software the right choice for us.
Copyright IBM Corporation 2012
With Tivoli Service Request Manager, the IT Support Services team can easily process, track and prioritize service requests and incidents based on impact to the business. More than 13,000 tickets are created annually. Ticket templates allow work order fields to be pre-populated with information already entered into the service request and provide predefined activities to help support staff more quickly resolve known problems. Any major incident is highlighted on the bottom of the screen so analysts can quickly view who the project owner is, when the incident was registered, when it was escalated and the status. In cases where a request is escalated to another department, the software enables the team to continue to track progress and provide users with a single point of contact within IT. Both our facilities and system operations groups utilize our same ticketing processsame application, same workflowand it makes it really easy to maintain, train and track information, says Warren. You create one screen, you maintain one screen, you document one screen, you train on one screen. Our former service management tool made the process very inefficient and was not conducive to good reporting.
IBM Corporation Software Group Route 100 Somers, NY 10589 Produced in the United States of America January 2012 IBM, the IBM logo, ibm.com, Maximo and Tivoli are trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol ( or TM), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. Other product, company or service names may be trademarks or service marks of others. A current list of IBM trademarks is available on the web at Copyright and trademark information at ibm.com/legal/copytrade.shtml Microsoft and Access are trademarks of Microsoft Corporation in the United States, other countries, or both. This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. The performance data and client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. It is the users responsibility to evaluate and verify the operation of any other products or programs with IBM products and programs. THE INFORMATION IN THIS DOCUMENT IS PROVIDED AS IS WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided. Please Recycle
The benefit
Helps IT Support Services team close nearly 40 percent of tickets (incidents and service requests) within two hours and complete 85 percent without escalation Increases efficiency to enable team to improve service delivery while lowering costs Enables more efficient use of existing assets and reduces unnecessary purchases through an enterprise-wide view of all assets Enables existing team to support more work

To learn more about IBM Tivoli software, please contact your IBM sales representative or IBM Business Partner, or visit the following website:
ibm.com/tivoli
TIC1420-USEN-00 67
IBM Software Tivoli
Case Study
BPCL: Consolidating and streamlining IT services across geographies

Overview
Challenge
As user demands and technology become increasingly complex, problem resolution was becoming more timeconsuming and costs to maintain quality services were escalating.
Bharat Petroleum Corporation Limited (BPCL) is one of the global Fortune 500 companies engaged in rening and marketing petroleum products across India to the large Indian populace. The corporation offers products and services that have been designed to serve a wide range of customers with a wide range of products like LPG, Kerosene, Diesel, Petrol, ATF, Lubricants, etc., and hence fuelling locomotives, industries, homes and airplanes. It retains the status as an organization that embraces technology early and puts it to use for business benets.
Solution
BPCL implemented IBM Tivoli Service Request Manager to augment its Centralized Service Desk and combine service desk and service catalog capabilities on top of a common process automation platform for a one touch IT experience.
Business need
BPCL has experienced unprecedented growth in the past few years and, as a result, its geographical spread has also been enormous. Today, various strategic business units (SBUs) are spread across the country, accessing the centralized enterprise application housed in a central data center. In such a volatile, growing and ever-changing IT environment, BPCL was looking for efficient service desk capability that delivers critical support to the entire organization by keeping key business systems and services available and reliable. As user demands and technology becomes increasingly complex, problem resolution was becoming more time-consuming and costs to maintain quality services were escalating. BPCL wanted to implement a solution that consolidated and standardized IT services across geographies, business units and IT systems.
Benet
Helps staff manage incidents and problems more efficiently; enables staff to restore critical services in record timeframes; minimizes service desk calls.
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IBM Software Tivoli
Case Study
Today, with IBM Tivoli Service Request Manager, BPCLs Centralized Service Desk team efficiently caters to IT issues of more than 7,000 staff across the organization with an average of 7,000 calls per month.
BPCL transitioned from a regional help-desk model to a Centralized Service Desk (CSD) concept, to improve service, optimize operational costs and offer a time-bound resolution to employee problems.
Solution: IBM Tivoli Service Request Manager

BPCL implemented IBM Tivoli Service Request Manager to augment the functioning of its Centralized Service Desk and combine service desk and service catalog capabilities on top of a common process automation platform to provide a seamless, unied solution for all aspects of service requests, offering a one touch IT experience. This integrated service desk software helped BPCL streamline and automate key service support processes to:
Streamline IT Infrastructure Library (ITIL) based incident and problem management processes for more rapid service restoration. Increase the availability of critical IT services. Standardize and drive consistency and repeatability in IT service delivery with IT service catalog offerings. Help optimize productivity of service desk personnel and increase end-user satisfaction. Align IT operations with BPCLs line of business through service level management. Assign and track SLA compliance to BPCLs service requests.
Key business benets

Tivoli Service Request Manager has helped BPCL manage incidents and problems more efficiently, restore critical services in record timeframes and minimize service desk calls. Some of the other business benets being extended to BPCL are covered below. Today, with Tivoli Service Request Manager, the Centralized Service Desk team efficiently caters to the IT issues of more than 7,000 staff across the organization with an average of 7,000 calls per month (including system-related calls).
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IBM Software Tivoli
Case Study
A streamlined service desk
Software

IBM Tivoli Enterprise Console IBM Tivoli Service Request Manager
The Service Desk component of Tivoli Service Request Manager has enabled a single point of contact to automate incident and problem management at BPCL. Built-in features streamline service desk functions and congure workows and escalation across BPCL, while a searchable knowledgebase delivers fast answers to help-desk agents. Additional features include:
IBM Tivoli Service Request Manager has helped BPCL manage incidents and problems more efficiently, restore critical services in record timeframes and minimize service desk calls.
Dashboards that provide real-time performance views Out-of-the-box content such as workows, templates, key performance indicators (KPIs), queries and reports Remote diagnostics capability and much more
A versatile service catalog

The Service Catalog component of Tivoli Service Request Manager has allowed BPCL employees to select services directly from a catalog, helping BPCL to lower the cost of providing services. Options can range from simple end-user services such as password reset, to more complex services such as provisioning a server or upgrading an application environment.
Automated incident and problem management

Tivoli Service Request Manager acts as a single point of contact to help manage service requests, incidents and problems at BPCL. Through a built-in workow and escalation engine, Tivoli Service Request Manager enables the Centralized Service Desk team to set escalation thresholds to implement proactive business process automation. For example, the team can congure the application to automatically respond based on ticket type or event classication. With these features, the Centralized Service Desk team can quickly prioritize and respond to most business-critical events, helping to improve efficiency and speed time to resolution.
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IBM Software Tivoli
Case Study
Integration with office email infrastructure to serve remote users

Today BPCL personnel can register service requests through the self-service portal. They can also call the Centralized Service Desk 24x7 toll-free number for help. Additionally, BPCL has integrated Tivoli Service Request Manager call-management functionality with its email infrastructure to efficiently serve staff posted at remote locations where network bandwidth has been a challenge. The email feature has been enriched with creation, updates and closure of call by providing simple and basic information in the system.
Integration with Tivoli Enterprise Console for systemgenerated incidents

Apart from the user-related services, BPCL wanted IT systems, such as servers, network links, applications, and operating systems to move under the umbrella of IT Services Management. As a result, BPCL, with the help of IBM, implemented the rst ever seamless bidirectional integration of Tivoli Service Request Manager with IBM Tivoli Enterprise Console for system-related incidents. This helps BPCL meet its business requirement in terms of systems availability. It has also enabled BPCL to automatically create and close the incidents in Tivoli Service Request Manager based on the severity of alerts at the Tivoli Enterprise Console level and to manage service level agreements (SLAs) for uptime.
Dashboards for real-time performance views

Out-of-the-box real-time dashboards provide BPCLs Centralized Service Desk team insight into multiple levels of service desk operations so that support staff, managers and executives can monitor role-based key performance indicators using an intuitive, graphical display from any web client. Dashboards provide actionable information and can identify potential problem areas, helping support staff to take appropriate corrective actions before critical services are adversely affected.
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IBM Software Tivoli
Case Study
Managing service level agreements and generating customized MIS reports

The ability to create and track service level agreements has helped BPCL prioritize critical business functions according to response thresholds set. Also leveraging the Tivoli Service Request Manager Active Directory integration feature, BPCL could populate employeespecic information (designation, job group, mobile number, staff number, department, etc.) in the Tivoli Service Request Manager database. This helped BPCL prioritize calls based on designation/job group and call registration using staff numbers. Further with some customization leveraging the crossover domain concept, BPCL could now maintain the hierarchy of classication. Each classication dened in the system contains the parent hierarchy in description eld. This helped BPCL in generating MIS reports. Also, the identication of each call became much easier as compared with default one with this customization. BPCL today uses Tivoli Service Request Manager to manage service levels for ticket management, service restoration, vendors and service delivery.
Self-service features
A key factor in reducing calls to the service desk and improving customer satisfaction is to enable users to proactively address their own issues, both through the service desk and the service catalog. With Tivoli Service Request Manager, BPCL users have easy access to 24x7 service support. Self-service functionality empowers end users to submit, update and review incidents via a web browser, as well as to search for solutions to common problems and browse through frequently asked questions (FAQs). Through this functionality, BPCL users have become more self-sufficient, thereby helping to reduce service desk calls.
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Contact your IBM sales representative or IBM Business Partner. Visit us at: ibm.com/tivoli You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. Learn about opportunities near you at: www.tivoli-ug.org For more information on Bharat Petroleum Corporation Limited, visit: www.bharatpetroleum.com Additionally, IBM Global Financing can tailor nancing solutions to your specic IT needs. For more information on great rates, exible payment plans and loans, and asset buyback and disposal, visit:
ibm.com/nancing
Copyright IBM Corporation 2010 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America July 2010 All Rights Reserved IBM, the IBM logo, ibm.com and Tivoli are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their rst occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at ibm.com/legal/copytrade.shtml IT Infrastructure Library is a registered trademark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. Other product, company or service names may be trademarks or service marks of others. This case study is an example of how one customer uses IBM products. There is no guarantee of comparable results. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates.
TIC14120-INEN-00 73
IBM Software Tivoli
Case Study
Central Depository Company resolves IT issues ninefold faster

IBM Tivoli application performance monitoring solutions improve customer satisfaction
Capital markets in Pakistan grew at a rapid rate during the 1990s, leading to a sizable increase in trading volume. However, the process for settling trades relied on a paper-based system. The manual system was plagued with lengthy delays, risk of damage, loss, forgeries, duplication and considerable investment in time and capital. With increased volume, the physical settlement of certicates was no longer feasible. The Central Depository Company of Pakistan (CDC) was established to modernize Pakistans capital markets and serve as the countrys sole central depository system (CDS) handling the electronic settlement of equity, debt and other nancial instruments from all three of Pakistans stock exchanges. Today CDC provides depository services to a wide range of capital markets participants, such as custodian banks, stock brokers, stock issuers, asset management companies, fund trustees, registrar transfer agents, clearing companies and stock exchanges. CDC has approximately 350 employees in eight offices in ve cities, and is headquartered in Karachi. The company settles over 100 million trades with a value of approximately 60 million USD on a typical day, but during heavy trading periods, the volume can be three times that.
Overview
The need
CDCs IT organization struggled to maintain customer satisfaction due to the lack of proactive management tools for its business-critical IT services. Privileged user monitoring and auditing were limited and reactive, and customer satisfaction was low.
The solution
The company implemented an end-toend, application performance monitoring solution from IBM Tivoli that reduced the amount of time the IT team spent ghting res and helped them refocus on creating business value.
The benet

Ninefold faster resolution of problems 79% decrease in time dealing with customer complaints 99.5% availability vs. 98% previously
Lacking application performance monitoring tools

The responsibility for keeping CDCs IT systems running smoothly falls to CDCs IT department.
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IBM Software Tivoli
Case Study
With more time available to focus on revenue enhancing activities thanks to the Tivoli solution, CDC has been able to offer various new services to its existing and new customers. This position has allowed CDC to sail through the recession that has affected global markets for the last two years.
Shah Muhammad Ishaq, Senior Manager of IT, CDC
Keeping CDCs systems healthy was not always an easy job for CDC IT. Not long ago, the organization struggled to maintain customer satisfaction due to the lack of sufficient proactive management tools for its business-critical services to its customers and internal users. The organization specically lacked application performance monitoring tools to maintain performance and availability for applications, databases and their end users.
Insufficient privileged user monitoring and audits (PUMA)

Though point solutions were used, there were no centralized logs management and thus no correlation of efforts to resolve problems, says Shah Muhammad Ishaq, senior manager of IT. At best, we relied on manual, cumbersome mechanisms to record and report noncompliance of information security policy requirements. Privileged user monitoring and audits (PUMA) was limited and mostly reactive. Privileged users are those members of the IT team who have access to business-critical databases, servers and their operating systems, storage, network and security appliances, and critical applications such as Active Directory and Microsoft Exchange. They are monitored to safeguard CDC from a variety of insider threats including data leaks, computer fraud and system compromises. The corporate information security policy calls for establishing controls to this effect, and the impact of not being able to fully meet the requirement is huge. These controls help establish the companys reputation and enable the continuation of its business license to operate in this area, in which CDC is the sole operator.
Low customer satisfaction

Beside issues with PUMA, IT Minds had very limited end-to-end visibility, too many point management tools, no automated service desk and asset management lifecycle management and no proactive way of determining end-user experience for business-critical applications. Customer complaints were the only means of spotting problems, and by then it was too late. Problem resolution time was running about 45 minutes on averageand customers were often frustrated.
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IBM Software Tivoli
Case Study
Software
IBM Tivoli Asset Management for IT V7.1 IBM Tivoli Compliance Insight Manager V8.5 IBM Tivoli Composite Application Manager V6.2.0.1 IBM Tivoli Monitoring V6.2.1 and V6.2 IBM Tivoli Monitoring V6.2 IBM Tivoli Network Manager Entry Edition V3.7 IBM Tivoli Provisioning Manager V5.1 IBM Tivoli Security Operations Manager V4.1.1 IBM Tivoli Security Compliance Manager V5.1.1 IBM Tivoli Service Request Manager V7.1 IBM Tivoli Storage Productivity Center Standard Edition V3.3.2 Application performance monitoring
A large portion of the IT team was occupied in re-ghting situations, so their focus on new business opportunities leading to enhanced revenues was limited. In order to compensate for this situation, often we had to extend our business hours, which resulted in both customer dissatisfaction and damage to employee morale, says Ishaq. Our regulator, the Securities and Exchange Commission of Pakistan, could have possibly assigned our license to another operator or imposed a heavy penalty on us. A proactive Application Performance Monitoring (APM) solution was a key requirement for our business to operate effectively and protably.
Implementing proactive APM solution

The IT team oated an RFP to IBM as well as two competitorsHP and CA. IBM and CA were the only companies to propose a total solution, and IBMs was judged more comprehensive. The IBM solution consisted of:
IBM Tivoli Network Manager Entry Edition software, which helps identify underutilized resources and simplies patch management through a single, centralized dashboard to monitor all network devices and wide area network (WAN) for proactive fault management. IBM Tivoli Composite Application Manager For Response Time, which automates robotic transactions and monitors business applications in real time to help manage key performance indicators (KPI) to automatically establish baselines for each domain to compare real-time performance levels. For Web Resources, which provides an automated mechanism to monitor the performance and availability of critical business applications. IBM Tivoli Security Operations Manager software, which automates the aggregation of security events and analysis across IT silos in real time to vastly improve security incident handling. IBM Tivoli Compliance Insight Manager software, which provides a dashboard and ISO 17799 management module used for user audit and policy compliance checks and for logging continuity reporting.
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IBM Software Tivoli
Case Study
IBM Tivoli Security Compliance Manager software, which allows the company to proactively assess out-of-compliance system congurations and generate compliance reports on servers and desktops against predened CDC policies, freeing administrators and IT auditors from time-consuming manual security scans. IBM Tivoli Provisioning Manager software, which automates enterprise-wide software and software patch installations and supports compliance against baseline conguration and remediation. IBM Tivoli Monitoring software solutions. For Active Directory. For Databases. For Messaging and Collaboration. The Tivoli Monitoring solutions help manage the availability and performance of: IBM AIX, Windows- and Linux-based servers and related services Components such as disks, memory and power supplies Processor, memory and disk utilization against dened thresholds Databases, messaging and collaboration systems and Web services IBM Tivoli Storage Productivity Center Standard Edition software, which provides the ability to monitor performance and availability of enterprise-wide storage area network (SAN) components from a single console to maintain and report on complete utilization statistics to aid in capacity planning. IBM Tivoli Service Request Manager software, which functions as a single help desk to support all issues and requests involving the IT infrastructure and the other Tivoli components, generating auto-tickets to be picked up by rst- and second-line IT support teams. IBM Tivoli Asset Management for IT software, which is used to maintain the lifecycle of all IT assets including servers and desktops, as well as other hardware and software.
IBM Premier Business Partner Gulf Business Machines installed the software and implemented part of the overall solution.
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IBM Software Tivoli
Case Study
Focusing on creating business value

With the implementation of the Tivoli application performance monitoring solution we are now able to proactively manage servers, databases, storage, network, customer experience and privileged user activities for the identication and rectication of problems, says Ishaq. This has helped free up IT resources to focus more on creating value to the business rather than running operations only. Also, because of the general business recession in the last two years, CDC had to freeze hiring on vacant positions including those in its IT department. But because of the implementation of a proactive IT services management solution from IBM Tivoli and its continuous optimization, the IT department has been able to work with a more limited workforce while attaining even higher levels of effectiveness.
Ninefold faster time to resolution

Problems that previously were taking 45 minutes to resolve now take ve minutesa ninefold faster response. Prior to the IBM Tivoli solution, the IT team spent approximately 21 hours per week dealing with customer complaints, says Ishaq. Now that time has been cut to 4.5 hours per weeka 79 percent decrease. Availability now is 99.5 percent as opposed to 98 percent previously. And with such a high availability record, reliance on CDC services has increased tremendously. With more time available to focus on revenue enhancing activities thanks to the Tivoli solution, CDC has been able to offer various new services to its existing and new customers, Ishaq concludes. This position has allowed CDC to sail through the recession that has affected global markets for the last two years.
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Contact your IBM sales representative or IBM Business Partner, or visit us at: ibm.com/software/tivoli For more information on Central Depository Company, visit:
www.cdcpakistan.com
For more information on IT Minds, visit www.itminds.biz For more information on Gulf Business Machines, visit: www.gbm4ibm.com To learn more about how IBM can help you transform your business, please contact your IBM sales representative or IBM Business Partner. Visit us at: ibm.com/smarterplanet Additionally, nancing solutions from IBM Global Financing can enable effective cash management, protection from technology obsolescence, improved total cost of ownership and return on investment. Also, our Global Asset Recovery Services help address environmental concerns with new, more energy-efficient solutions. For more information on IBM Global Financing, visit: ibm.com/nancing
Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers, New York 10589 U.S.A. Produced in the United States of America April 2011 All Rights Reserved IBM, the IBM logo, ibm.com and Tivoli are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their rst occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at ibm.com/legal/copytrade.shtml
Microsoft and Windows are registered trademarks of Microsoft Corporation in the United States, other countries or both. Linux is a registered trademark of Linus Torvalds in the United States and other countries. Other product, company or service names may be trademarks or service marks of others. This case study is an example of how one customer uses IBM products. There is no guarantee of comparable results. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates.
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TIC14172-USEN-00 79
Computer Services
Zucchetti Group dramatically improves its customer service

With smarter computing from IBM
Overview
The need
Zucchetti Group is expanding rapidly, and faces constant requests to add more capabilities for its clients. Adding more physical servers and storage was unsustainable, as some 700 servers had already filled the companys data centers near to their limits. Zucchetti Group also wanted to add business continuity and disaster recovery services, and to enable a long-term growth strategy.
With more than 1,900 employees, a distribution network in excess of 1,000 partners and more than 85,000 clients, Zucchetti Group is an undisputed landmark in the Italian ICT (information, communication, technology) sector. Zucchetti Group also operates worldwide, in the U.S. and in most major European, North and South American, Middle Eastern and North African countries. Zucchetti Group strives to deliver excellence in products and services and to develop innovative solutions to support customers requirements. Zucchetti Groups competitive edge includes advanced technological know-how and in-depth knowledge of management and production processes and skills acquired in different market sectors. There are more than 20 Zucchetti Group companies, and their clients include small, medium and large businesses, banks, insurance companies, central and local public administrations and professionals, both in Italy and worldwide.
The solution
IBM provided a complete cloud-based, end-to-end, turn-key solution, based on a range of IBM technologies including IBM BladeCenter with BladeCenter HX5 blades, IBM XIV Storage Systems, IBM Tivoli Service Automation Manager, IBM Systems Director Standard Edition 6.2, IBM BladeCenter Open Fabric Manager and VMware vSphere virtualization.
The need for a long-term growth strategy

Zucchetti Group is expanding rapidly, with constant requests to add more capabilities for its clients. Adding more physical servers and storage was an unsustainable approach, as some 700 servers had already filled the companys data centers near to the limits of physical space and energy consumption. Zucchetti wanted to find a way to meet new client demands, to add business continuity and disaster recovery services, and to enable a long-term growth strategy.
The benefit
Around 700 physical systems have been replaced by 16 IBM BladeCenter HX5 blades, a reduction of more than 97 percent. Rack space requirements have been cut by around 94 percent, from 578U to 32U. Energy costs have been cut from over 300,000 to around 10,000 annually, a better than 97 percent improvement. The IBM solution delivers a flexible, scalable and resilient infrastructure and supports a full disaster recovery service.
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Computer Services
Entering the cloud

Designed for Data

Zucchetti Group provides processing and analytics services for hundreds of clients accessing applications and data on the two IBM XIV Storage System units, each of which has 43 TB of capacity. Workload is assigned to virtual servers on IBM BladeCenter HX5 blades, with VMware vSphere automatically allocating capacity according to workload demands. Zucchetti Group has cut its server landscape from 700 machines to just 16 IBM BladeCenter HX5 blades, shared between two IBM BladeCenter H chassis. Client users know little or nothing about the physical BladeCenter HX5 blade servers and XIV Storage Systems. Clients request services from Zucchetti Group, which provides the necessary resources. Tivoli Service Automation Manager helps control the VMware vSphere environment to ensure service delivery targets are achieved, with automatic data storage capacity delivered by the XIV Storage Systems thin provisioning feature. Zucchetti Group is now changing its business model from purely reacting to client demands to a cloud-enabled infrastructure that can be re-shaped and re-molded to meet new growth and higher workload on-the-fly, with no wait time and no increase in costs.
Tuned to the Task

It was clear that the existing and growing IT infrastructure of more than 700 servers was becoming too expensive and complex to manage. Working with IBM Global Technology Services, Zucchetti Group developed a strategy that would cut costs and improve performance by moving away from reliance on physical systems and introducing virtualized, cloud-based services for its applications.
The IBM Global Technology Services cloud solution

IBM Global Technology Services designed an elegantly simple cloud solution based on two IBM BladeCenter H chassis, each with eight IBM BladeCenter HX5 blades. Each chassis was shipped with its own rack, console and peripherals for installation at two different sites, to provide a high level of service continuity. The BladeCenters are managed by IBM Systems Director Standard Edition and IBM BladeCenter Open Fabric Manager. Using VMware vSphere, each of these enormously powerful blade servers supports multiple virtual environments. To manage growing data storage needs, Zucchetti Group replaced its existing storage devices with two IBM XIV Storage Systems, each offering 43 TB capacity. One was installed at each data center. The XIV units support Zucchetti Groups applications and data, and the company uses the built-in synchronous and asynchronous replication services to copy data between locations to ensure that critical data is always protected. The two data centers are connected using four Cisco MDS 9148 multi-layer fabric storage switches, provided and configured by IBM. Zucchetti Group uses IBM Tivoli Service Automation Manager to monitor and manage its applications and devices, and IBM Tivoli Service Request Manager provides remote support requests, implemented by IBM Global Technology Services.
Managed in the Cloud

Driving Innovation

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Computer Services
Solution Components
Hardware

IBM BladeCenter H Chassis IBM XIV Storage System
The result is a solution that uses a high degree of automation to ensure reliable, continuous operation. Applications reside on virtual servers supported by the BladeCenter HX5 blades, and users need to know little or nothing about how those physical servers are configured. VMware vSphere automatically adjusts virtual server resources to ensure service delivery targets are achieved. The XIV Storage Systems deliver storage capacity according to need, and the complexity of managing multiple devices from several vendors has been eliminated. Automated storage allocation using thin provisioning has removed the need for detailed storage management, and in-built data replication across the two data centers ensures that data is always protected against disaster.
Software
IBM Tivoli Automation Manager VMware vSphere IBM Systems Director IBM BladeCenter Open Fabric Manager

Services

IBM Global Technology Services
Reaping the benefits

Zucchetti Group is using virtualization to deliver a private cloud where provision of processing and storage capacity is automated, resulting in a dramatic reduction of floor space and energy consumption. The 700 physical systems have been replaced by just 16 IBM BladeCenter HX5 blades, a reduction of more than 97 percent. Rack space requirements have been cut from 578U to 32U (around a 94 percent improvement), and energy costs have been cut from over 300,000 to around 10,000 annually (a better than 97 percent improvement). The twin IBM BladeCenter and XIV solution at each data center provides the disaster recovery and resilience services that Zucchetti required. Data centers that were reaching their limits in terms of space and energy can now comfortably support almost 20 times the total workload of the previous solution, without any need to add rack space or upgrade their power supplies.

To learn more about smarter computing from IBM and how we can help you integrate, automate, protect and transform your IT, contact your IBM sales representative or IBM business partner, or visit: ibm.com/smartercomputing
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Copyright IBM Corporation 2011 IBM Italia Circonvallazione Idroscalo 20090 Segrate (MI) Italy Produced in Italy November 2011 All Rights Reserved IBM, the IBM logo, ibm.com, BladeCenter, XIV and Tivoli are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of other IBM trademarks is available on the Web at Copyright and trademark information at: ibm.com/legal/copytrade.shtml. References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Any reference to an IBM product, program or service is not intended to imply that only IBMs product, program or service may be used. Any functionally equivalent product, program or service may be used instead. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. IBM hardware products are manufactured from new parts, or new and used parts. In some cases, the hardware product may not be new and may have been previously installed. Regardless, IBM warranty terms apply. This publication is for general guidance only. Photographs may show design models. Please Recycle
BLC03072-ITEN-01 83
IBM Software Tivoli
Case Study
Retail payments processor to make network 100 percent available

Overview
The need
As part of the companys ve-year project to redesign and reengineer the way nancial institutions and retailers connect with it, the company had to provide member banks 100 percent availability of its nancial network for debit and credit card transactions.
Managing mission-critical networks has become almost as complex as trying to launch the Space Shuttle. Just ask the director of IP Management at this large retail electronic payments processor. We have our own maintenance windows, and so do our customers, he says. Were trying to align the stars to nd windows of time with the least impact on us and them. With hundreds of customers, its nearly impossible. The companys business relies on the network because if member nancial institutions cant connect with it to process payments, then its transaction processing grinds to a halt. The company launched an ambitious ve-year project to completely redesign and reengineer the way nancial institutions and retailers connect with it. Its a massive project, explains the director of IP Management. There are more than 300 member nancial institutions, each with dual redundant connections to centers in the US and six devices at each site. Multiply six by 300 and the result is a network so large that management is daunting and resource intensive. A staff of 20 handles maintenance, and manages security and operation for the company and associated customer devices across the United States. Changes and conguration management had become increasingly time consuming, manually intensive and error prone. We had, depending on need, an army of network engineers working through the night, says the director of IP Management. We realized we needed to automate all our maintenance steps.
The solution
Working with IBM, this retail electronic payments processor implemented an intelligent networking solution that enables it to congure network devices quickly and efficiently, without errors during the transaction process.
The benet
Reduced operating costs through greater efficiency (75 percent time savings) and better resource utilization; improved team collaboration for greater staff productivity.
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IBM Software Tivoli
Case Study
We had, depending on need, an army of network engineers working through the night. We realized we needed to automate all our maintenance steps.
Director, IP Management, Retail Electronic Payments Processor
Intelligent network automation

One of the companys primary business objectives is making its network 100 percent available for member banks. Considering the nancial consequences of downtime and the complexity of this payments network, the company needed a comprehensive, standard way to manage its network. Thats when the electronic payments processor turned to Intelliden, now an IBM Company. The organization is in the process of rolling out IBM Intelliden R-Series solution (now IBM Tivoli Netcool Conguration Manager), and the director of IP Management expects that over time the solution not only will enable his company to completely automate network change and conguration management, but also will help to improve regulatory, security and network compliance. The solution under deployment at the company is a working example of intelligent automation of network device congurationthe key to maintaining accuracy in dynamic and complex networks. Unlike the basic script-based approaches to network management, the solutions modeling approach provides a generic representation of the functionality, capabilities and hardware of devices. It is the basis for understanding if a device can support a specic service, what role it provides to the network and how it is currently being used.
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IBM Software Tivoli
Case Study
Solution components
Software
IBM Intelliden R-Series platform (now IBM Tivoli Netcool Conguration Manager)
As part of its modeling capabilities, the solution also provides the company with a single location where all devices can automatically be congured and changed. This way, the electronic payments processor company can manage an unlimited number of devices, as well as an unlimited number of policies for compliance and securityall from a central location. These technical differences add up to a major business advantage for the company: efficient, cost-effective and secure management of the network through automation of network change and conguration management.
With this solution, we can issue global conguration changes within hours rather than weeks.
Director, IP Management, Retail Electronic Payments Processor
Making network conguration changes within hours

Using IBM Software, the company can congure devices quickly and efficiently, without errors during the process. With this solution, we can issue global conguration changes within hours rather than weeks, explains the director of IP Management. In addition, the companys network engineers can now look at the network holistically, instead of as a complex set of far-ung components. They have condence in the solutions ability to make the necessary checks before it enacts the conguration. This enables mass conguration with clear accountability. Prior to this, the team checked congurations again and again to maintain condence. The teams trust in IBM Software is also bolstered by the fact that the solution can maintain a real-time status of the network by tracking not only the changes it makes, but also those made manually or using other tools.
Improved collaboration
As an added benet, IBM Software is helping the companys team of network managers, engineers and staff to collaborate better, and thats promoting increased efficiency (75 percent time savings) to help reduce operational costs. At this company, engineering is responsible for designing network changes and support staff for managing their delivery. With IBM Software, both teams have the assurance they need to carry out their distinct roles. Before, because of a lack of trust and condence, engineering often handled both roles, but now engineering can focus on more strategic activities, says the director.
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Another important capability is the solutions ability to map out the entire command set for Cisco IOSCiscos operating system for network devices. IBM Software gives the companys team syntax validation as they are updating devices. They can conrm the integrity of each change to the network in a way that doesnt require a lot of rechecking and resources. This helps them accelerate and validate network congurations for compliance requirements.

To learn more about IBM Tivoli Netcool software, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. Learn about opportunities near you at: www.tivoli-ug.org
Copyright IBM Corporation 2010 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America October 2010 All Rights Reserved IBM, the IBM logo, ibm.com, Intelliden, Netcool and Tivoli are trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their rst occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at ibm.com/legal/copytrade.shtml Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.
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TIC14142-USEN-00 87
IBM Software Tivoli
Computer Maintenance and Services
Consip
Simplifying administration with IBM Integrated Service Management
Overview
The need
Monitoring service levels over heterogeneous systems and networks can require multiple solution sets which are expensive to manage and difficult to reconcile.
Consip S.p.A. (www.consip.it) is a public stock company owned by Italian Ministry of the Economy and Finance (MEF) that operates on behalf of the State, within the framework of the strategic guidelines and tasks given by its sole shareholder. Consips mission is that of managing and developing the Ministrys information systems, providing technological, organizational and process know-how (MEF Information Systems). The company also manages the Program for the Rationalization of Public Purchases. These tasks are implemented through an organizational model that is radically innovative in the Italian context and that harmonizes the needs of administrations and market forces, while stressing the utmost transparency and effectiveness of its initiatives. Engaging in complex projects in the elds of IT, organizational processes, communications and emerging technologies requires a software and hardware environment that can change at a moments notice and offer real-time views of network events.
The solution
An IBM Integrated Service Management solution for the data center enhances visualization across mixed system and network architectures, driving faster event response and boosting uptime.
The benet
Two times faster incident response time; enables monitoring of 30,000 system and network events per day; increased staff productivity by 20 percent; centralized management system for all event reporting
Monitoring massive network leads to solution sprawl

In its growth from startup to national IT leader, Consip came to rely on outsourcing providers who had partial responsibility for information and communication technology (ICT) management. To gather information about the network, the Consip systems integrator built a composite network monitoring solution using several different technologies, including IBM Tivoli Enterprise Console software and
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IBM Software Tivoli
By getting an integrated view of events across our network with IBM Tivoli Netcool/ Impact, we have been able to speed the remediation of service interruptions by 50 percent.
Consips expert, Systems Engineer
IBM Tivoli Netview software along with third-party network monitoring software. Consip also relied on its outside outsourcer to deliver service level agreement (SLA) reports using third-party software to monitor the companys devices. Consips service management solutions included a patchwork of thirdparty software products along with IBM Tivoli Monitoring software, IBM Tivoli Composite Application Manager for WebSphere Application Server software and IBM Tivoli Composite Application Manager for Response Time Tracking software. While the arrangement allowed Consip to grow its services to government agencies, it was beginning to want more control over its SLAs. In addition, Consip leaders were looking to consolidate multiple monitoring products into a single solution.
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IBM Software Tivoli
Getting a consolidated view Solution components:

Software
IBM Tivoli Business Service Manager IBM Tivoli Netcool/Impact IBM Tivoli Netcool/OMNIbus IBM Tivoli Network Manager IP Edition
We had a problem integrating our monitoring solutions because we had multiple products from different providers, recalls one of Consips experts. So the principal issue for us was the integration of all the information, but we also wanted to be able to gain control over the SLAs we were delivering. We were in the position of just having to accept the numbers our outsourcer was giving us. Moreover, every three years we have to set up a competitive tender to change outsourcer. Often, before Consip became owner of the technology, each outsourcer brought their own preferred technology. Faced with a heterogeneous solution built with a wide variety of different technologies that offered limited integration and lacked centrally dened monitoring and notication processes, Consip took ownership of ICT management. Consip needed a solution that could provide real-time qualitative and quantitative measures of its core business applications, application services and infrastructure technology layers, while also aligning its activities to core business priorities, simplifying and optimizing complex IT environment management processes and improving service quality.
Simplifying system and network management, increasing visualization

As a nancial institution, we have to reduce the downtime of our services to a minimum, one of Consips experts explains. And if we are experiencing downtime, I want to be able to know right awayI need to be able to know the real user experience from wherever the user might be. After a detailed evaluation of available management tools, based on a public tender, Consip chose to implement an Integrated Service Management solution for its data center based on IBM Tivoli technology. The solution delivers an open architecture that permits high levels of modularity and integration, as well as options for integration with future technologies.
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IBM Software Tivoli
Now we can analyze the data from any of the 2,000 devices on our network, which can be up to 30,000 events per day.
Consips expert, Systems Engineer
Based on IBM Tivoli Netcool/Impact, IBM Tivoli Netcool/OMNIbus, IBM Tivoli Network Manager IP Edition and IBM Tivoli Business Service Manager software, as well as its existing IBM software, the solution provides Consip with a service monitoring system that enables root-cause analysis, visual output adjustments for heterogeneous user groups, centralized monitoring with unied processes and tools, and targeted deployment of operation force. The outcome has been an improvement in service quality. Despite changing the external provider after three years, Consip still maintains continuity in services monitoring.
Integrating data, slashing downtime

The new Tivoli Netcool solution provides Consip with end-to-end management for all the IT components in its IT infrastructure, organized in a logical ow that allows the company to monitor service quality. IBM Tivoli Netcool/OMNIbus software acts as a manager of managers, collecting, consolidating and correlating events from different systems management applications across the companys environment, then presenting the preexisting system management frameworks in a single, unied view, improving overall effectiveness and preserving previous investments. Before, we didnt have a way to be notied if services were down, one of Consips experts says. Since deploying IBM Tivoli Netcool/Impact software, Consip has gained visibility into events across its thousands of system and network devices to conrm it delivers high levels of service. By offering real-time access to data from virtually any network source and centralizing data management, Consip can now correlate, calculate, enrich and visualize events and deliver solutions faster and more accurately.
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IBM Software Tivoli
Speeding response times by 50 percent

Now we can analyze the data from any of the 2,000 devices on our network, which can be up to 30,000 events per day, one of Consips experts explains. By getting an integrated view of events across our network with IBM Tivoli Netcool/Impact, we have been able to speed the remediation of service interruptions by 50 percent. By building the integrated, end-to-end systems, network and applications management infrastructure, Consip increased staff productivity by 20 percent, controlled operational costs and improved quality of service.
Improving operations insight

Likewise, the software helped reduce the amount of time required to manage the infrastructure. Using Tivoli Business Service Manager, system administrators can better understand the dependencies and relationships among infrastructure components and business services, thereby allowing greater insight into operations and better understand the impact that a problem will have on services and users. Tivoli Business Service Manager has facilitated the integration that was needed to improve the reliability of the console by 50 percent, says one of Consips experts. This has greatly improved the efficiency of the team, which can now work on the real problems, rather than wondering whether what the console shows is real or not. Finally, the Tivoli Netcool software provides the companys IT staff with the ability to manage and unify business processes across the entire ICT with one solution, helping to streamline support for the existing heterogeneous technology infrastructure. The IBM Tivoli solution has helped us limit our downtime while improving our quality of service, one of Consips experts sums up. Now were in control of our SLAs.
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To learn more about IBM Integrated Service Management solutions for the data center, please contact your IBM sales representative or IBM Business Partner, or visit the following website:
ibm.com/software/tivoli
For more information on Consip, visit: www.consip.it You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. Learn about opportunities near you at ibm.com/software/tivoli/tivoli_user_groups
Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers, New York 10589 U.S.A. Produced in the United States of America September 2011 All Rights Reserved IBM, the IBM logo, ibm.com, Netcool, Netview, Tivoli, Tivoli Enterprise Console and WebSphere are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their rst occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at
Other product, company or service names may be trademarks or service marks of others. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates. Please Recycle
TIC14190-USEN-00 93
IBM Software Tivoli
Insurance
BlueCross BlueShield of North Carolina

Saving 5,000 hours of staff time by automating security processes
The need Overview
BlueCross BlueShield of North Carolina United States
Solution components
IBM Tivoli Access Manager for Enterprise Single Sign-On IBM Tivoli Access Manager for e-business
BlueCross BlueShield of North Carolina is an insurance provider and subject to HIPAA compliance, says Ken Lukasewicz, a technical manager for Identity Management Operations at BlueCross BlueShield of North Carolina. Its the driver behind our security practice to maintain our customer member data in a secure fashion.
The solution
[IBM] Tivoli Access Manager has given us a secure environment that protects our customer data, our member data, from those that are not supposed to see it, says Lukasewicz. It allows us to perform administration in a centralized point. It has acted as the foundation for our enterprise security strategy going forward, enabling us to move forward with enterprise single sign-on and federated identity management. Tivoli Access Manager is helping us achieve these benefits by allowing us to centralize the granting of access and restricting access to applications and data, says Lukasewicz. Its also allowing us to reduce the amount of time that we spend doing these tasks by being able to automate these processes and move them away from a more manual process. For one application that weve targeted for [Tivoli Access Manager for] Enterprise Single Sign-On, removing that redundancy will remove about 5,000 hours of employee time.

Prolifics
The benefits weve seen from the implementation of TAM [Tivoli Access Manager] relate to compliance and being able to see who has access to what data and who is accessing that data.
Ken Lukasewicz, Technical Manager, Identity Management Operations, BlueCross BlueShield of North Carolina
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The benefit
The benefits weve seen from the implementation of TAM [Tivoli Access Manager] relate to compliance and being able to report on that compliance to be able to see who has access to what data and who is accessing that data, says Lukasewicz. The scalability for TAM for BlueCross has been the ability to do more with the same amount of headcount, the same amount of infrastructure. We can handle all the access that were currently experiencing, predict the growth that were going to see in the future and maintain an environment that is stable and secure for our employees and our members. During the implementation of TAMeb [Tivoli Access Manager for e-business], we worked very closely with Prolifics to support us and provide the partnership we needed, says Lukasewicz. They worked with us hand-in-hand onsite with our employees throughout to make sure that the implementation was successful and worked according to plan. BlueCross BlueShield of North Carolina has a long-standing history using IBM products in our IT environment, says Lukasewicz. Choosing the IBM Tivoli security suite was a natural extension of that, fitting very nicely and integrating very closely with our current infrastructure in other areas of the business.
Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America December 2011 IBM, the IBM logo, ibm.com, and Tivoli are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the Web at Copyright and trademark information at www.ibm.com/legal/copytrade.shtml Other company, product, or service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided as is without warranty of any kind, express or implied. In addition, this information is based on IBMs current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software. Please Recycle

To learn more about IBM security solutions, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli/security
TIC14210-USEN-00 95
Lets build a smarter planet
Energy and Utilities
Austin Energy
Taking a multifaceted approach to better energy management
Austin Energy, headquartered in Austin, Texas, is the nations ninthlargest community-owned electric utility. Serving 360,000 customers and a population of more than 800,000, the company provides service within Texas for the City of Austin, Travis County and a small portion of Williamson County. As a publicly owned power company and a city department, Austin Energy powers the capital city of Texas through a diverse generation mix, including nuclear, coal, natural gas and renewable energy sources.
Austin, Texas
www.austinenergy.com
Austin Energy has created smart grid 1.0, which adds integration, intelligence and control. Next is smart grid 2.0, which aims to go beyond the meter and into the premises, integrating electrical devices into the system.
The Opportunity
Seeking to improve service and reliability, Austin Energy saw the need and opportunity to transform how it delivers electricity. For this vision to become a reality, the company first had to build a strong technology foundation with the ability to accommodate not only current goals and initiatives, but also growth and new projects far into the future.
What Makes It Smarter

Austin Energy partnered with IBM to create one of the United States first Intelligent Utility Networks with the ability to manage the grid to an unprecedented degree. Hundreds of thousands of energy grid assets and devices on the network are monitored and controlled centrally, creating a self-healing capability.
Real Business Results

The gathering of new, never-before-available information using devices such as smart meters and substation sensors, combined with best practices, enables Austin Energy to monitor consumption, reduce energy usage and respond to outages far more quickly
Whats the best method for leading the way to the smart grid?
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Solution Components

IBM Lotus IBM Rational IBM Tivoli IBM WebSphere IBM Global Business Services IBM Lotus Software Services IBM Rational Software Services IBM WebSphere Software Services IBM Business Partner Ascendant Technology
Savings of over 660 megawatts of electricity, with better management of peak loads Employs a powerful software platform for development, management and operations, enabling better service levels

Please contact your IBM sales representative or IBM Business Partner. Visit us at: ibm.com/energy To learn more about Austin Energy visit: www.austinenergy.com
Copyright IBM Corporation 2012 IBM Corporation Software Group Route 100 Somers, NY 10589 Produced in the United States February 2012 IBM, the IBM logo, ibm.com, Global Business Services, Lotus, Rational, Tivoli and WebSphere are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at Copyright and trademark information at ibm.com/legal/copytrade.shtml This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. The performance data and client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. THE INFORMATION IN THIS DOCUMENT IS PROVIDED AS IS WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided. Please Recycle
TIC14220-USEN-00 97
IBM Case Study
IBM Service Management helps Swiss Re IT make ITIL best practices actionable
Overview
Challenge Provide scalability, exibility and quality of service to support a demanding IT environment in a global organization Solution Use IBM Service Management solutions to integrate change and release management into a central deployment process based on IT Infrastructure Library (ITIL) version 3 best practices Key Benets Consolidated 40 change processes into one for increased efficiency; enabled move from ITIL v2 to ITIL v3 via a central deployment process; helped support compliance with internal and external requirements for service changes and new releases New insurance acquisitions have driven tremendous growth at Swiss Re, making it the worlds largest re-insurance company. As a leading global reinsurer, Swiss Re offers nancial services products that enable risk taking essential to enterprise and progress. The company operates in more than 25 countries and provides its expertise and services to clients throughout the world.
IBM is the only company covering the whole scope we wanted to address from business process design to application development to operational infrastructure.
Heinrich Waldhier, Head of Process Management, IT, Swiss Re
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Because Tivoli Provisioning Manager can be integrated in the planning process and applications can be deployed automatically without manual intervention, we can improve staff productivity and accelerate deployment times.
Heinrich Waldhier
To help manage this growth, Swiss Re is moving from a siloed, manual approach in managing key IT processes to an end-to-end service management model in which IT processes are standardized, automated and aligned with business needs. IT should not be an inhibitor to growth, explains Heinrich Waldhier, head of process management in IT at Swiss Re. Our executives expect IT to be there and that we manage it efficiently and effectively. Whenever its possible, we try to automate processes to ensure that we have sustainability for growth. One area where this shift can be seen is in the organizations handling of change and release management processes. Its not unlikely that during a single weekend IT staff must implement between 200 and 1,000 IT changes. Problems can arise and availability of services or information can be compromised when unforeseen resource conicts occur. Swiss Res environment includes more than 300 three-tiered Web services running on IBM WebSphere Portal and IBM WebSphere Process Server along with dozens of applications from
IBM, PeopleSoft, SAP and others. These applications depend on both mainframe and distributed resources running a variety of operating systems (Linux, Sun Solaris, IBM AIX, etc). The companys mainframe environment performs nearly 30,000 MIPS (million instructions per second). In improving change and release management processes, Swiss Re staff sought to:
Align best practice processes for software delivery with business requirements to accelerate development and deployment of new services. Predict IT requirements for new business services and assess how changes will affect service availability. Automate previously manual processes to help ensure that necessary tasks occur on time as planned, reducing manual labor and the risk that errors are introduced in the environment.
We have such complexity that we needed to create standards for how we approached service changes and new releases, says Waldhier.
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Improving scalability, exibility and quality of service Working with IBM, Swiss Re began its journey toward an IT service management model that will enable Swiss Re to achieve the scalability, exibility and quality of service it requires. Throughout this process, IBM Global Technology Services and IBM Lab Services partnered with Swiss Re staff to provide implementation support as needed and to help develop a comprehensive IT governance framework that would enable staff to advance from ITIL v2 to ITIL v3 best practices. Using IBM Rational Method Composer software, the Swiss Re staff could quickly document its change and release management process designs and implement best practices based on ITIL. Additionally, through specialized workshops, IBM worked with Swiss Re management and IT staff to evaluate the companys policies, enhance its IT governance solution and dene guiding principles. From this, the team created an IT governance handbook that aligns IT processes with business needs and clearly outlines roles, responsibilities and governance processes. IBM also
created a process maturity model, an action plan for future expansion of the IT governance policy and a scorecard that helps the company evaluate its new processes.
Solution Components
IBM Service Management Solutions
Service Request Management & Fulllment Server & Application Provisioning & Release Management
Following the establishment of standard processes through which change managers and developers could request changes and release managers could
Solution Components
IBM Rational Method Composer IBM Tivoli Asset Management for IT IBM Tivoli Change and Conguration Management Database IBM Tivoli Release Process Manager IBM Tivoli Provisioning Manager IBM Global Technology Services IBM Lab Services
deploy those changes, the company began evaluating vendor tools that would help automate asset management, conguration management, change management and release management processes. When we started to speak with different vendors, we saw that the most important part is the change and conguration management database, says Waldhier. We chose IBM because it had the ability and knowledge to help us standardize data congurations and change histories. IBM is the only company covering the whole scope we wanted to address from business process design to application development to operational infrastructure. Using IBM Tivoli Change and Conguration Management Database, IBM Tivoli Release Process Manager, IBM Tivoli Provisioning Manager and IBM Tivoli Asset Management for IT

We now have a consistent business case template for all our services. As a result, we can easily generate a view of events we have designed on the needs of SOX and other regulations.
Heinrich Waldhier
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By mitigating the complexity of our infrastructure we are becoming more scalable, reliable and exible.
Heinrich Waldhier
software, the team is creating a fully automated deployment engine based on ITIL v3 best practices that consolidates 40 change processes into one and enables:
Mitigating complexity improves productivity By standardizing processes and sharing information for conguration, change and release management, Swiss Re has been able to deploy new services and service changes faster and with fewer errors. In fact, some service changes that previously took days to deploy can now be completed in just 10 minutes. Proper impact analysis is now possible using IBM Service Management software to support our change and release management processes, says Waldhier. Because Tivoli Provisioning Manager can be integrated in the planning process and applications can be
Application owners to understand the dependencies of their applications and the potential impact on other applications or infrastructure component changes. Developers to forecast new infrastructure requirements and communicate them to IT staff. In cases where new technologies are needed to support an application, staff can gain approval early in the process to avoid unnecessary delays. Automatic implementation of change requests based on business practices. The ability to audit all changes in the production environment.
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deployed automatically without manual intervention, we can improve staff productivity and accelerate deployment times. Additionally, by gaining a consolidated infrastructure view, developers gain greater insight into the underlying environment and can develop new services to run on existing resources rather than requiring new technologies. To build a new platform is a very complex and expensive undertaking, adds Waldhier. Whenever its possible, we try to avoid it. If an application developer uses our existing infrastructure, then the only cost to us is in added capacity. Supporting regulatory requirements These changes have also been essential in helping Swiss Re meet regulatory requirements and minimize risk. The organization adheres to a number of pan-European and country-specic regulations, including Sarbanes-Oxley Act (SOX) to demonstrate to shareholders and customers proper management of policies and nancial operations. By creating a framework and standardizing
and automating the deployment of changes, with a clear audit trail, IT staff can easily justify changes and adhere to principles set forth in these regulations. We now have a consistent business case template for all our services, says Waldhier. As a result, we can easily generate a view of events we have designed on the needs of SOX and other regulations. And according to Waldhier, these changes are just the beginning. The company is exploring the integration of forms management tools to further streamline these processes as well as expanding service management best practices into other areas, such as problem and incident management, and inventory management. By mitigating the complexity of our infrastructure we are becoming more scalable, reliable and exible, concludes Waldhier. We will continue to gain signicantly better control of our IT infrastructure through the use of IBM Service Management solutions.
We will continue to gain signicantly better control of our IT infrastructure through the use of IBM Service Management solutions.
Heinrich Waldhier
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For more information Contact your IBM sales representative or IBM Business Partner, or visit us at: ibm.com/tivoli You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. Learn about opportunities near you at: www.tivoli-ug.org For more information about Swiss Re, visit: www.swissre.com
Copyright IBM Corporation 2008 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America October 2008 All Rights Reserved IBM, the IBM logo, ibm.com, AIX, Rational, Tivoli and WebSphere are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their rst occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at Copyright and trademark information at ibm.com/legal/ copytrade.shtml ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office IT Infrastructure Library is a registered trademark of the Central Computer and Telecommunications Agency, which is now part of the Office of Government Commerce. Linux is a registered trademark of Linus Torvalds in the United States, other countries or both. Other company, product or service names may be trademarks or service marks of others. This case study is an example of how one customer uses IBM products. There is no guarantee of comparable results. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates.
TIC14019-CHEN-00
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IBM Software WebSphere and Tivoli
Banking
VocaLink builds a highperformance platform for Faster Payments

With an IBM WebSphere MQ and IBM Tivoli Workload Scheduler solution from Orbital
Headquartered in Rickmansworth, UK, VocaLink is a specialist payments partner to banks, their corporate customers and government departments. It processes domestic and international automated payments, and provides ATM switching solutions. The company employs nearly 1,000 people.
Overview
Business challenge
When the UK Government instigated the Faster Payments initiative, VocaLink was tasked with creating an IT solution capable of enabling near-instant money transfers between accounts held by different banks.
An industry leader
On a peak day, the VocaLink automated payment platform processes over 90 million transactions for the UK banking industry, and its switching platform connects the worlds busiest ATM network of over 64,000 ATMs. Besides the operation of its existing ATM and payments technologies, the company also works closely with government bodies and the banking industry to develop new solutions, such as access to the Single European Payments Area (SEPA) within the EU. The company is also working with BGC to provide fully outsourced processing for the majority of Swedens domestic payments a potentially revolutionary project for the payments sector.
Solution
VocaLink worked with Orbital, an IBM Business Partner, to design and deploy a real-time payments processing architecture based on IBM WebSphere MQ and IBM Tivoli Workload Scheduler.
Enabling Faster Payments

The companys successful approach to this kind of large-scale project has been demonstrated by the completion of its Faster Payments platform for UK banks which has now entered its third year of operation. Like many initiatives in the payments industry, Faster Payments was driven by legislation: the UK Government set an objective of reducing inter-bank payment clearing times from three days to a same-day service, says Hussein Badakhchani, Solution Architect and Distinguished Technologist at VocaLink. Subsequently, the target was made even more ambitious: to enable inter-bank payments 24 hours a day, seven days a week, and to clear them in less than two hours. In fact, the service that is in operation today far exceeds the original requirements of the OFTs Payment Systems Task Force: technically it is possible for payments to be made irrevocable within seconds of being initiated. VocaLink was tasked with both designing and building the central infrastructure that would make this possible.
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Banking
Building on proven technology and expertise Business Benefits

Provides an alternative complementary service for payments up to 10,000 that require same day processing. Processes more than five million transactions per day, and is designed to scale to peak volumes of more than ten million per day. Eliminates administrative workload, increases transparency and reduces the risk of error by automating all key stages of the payments process. Creates a resilient and secure infrastructure for real-time payments processing.
VocaLink realised many of the specifications for the Faster Payments Service were essentially very similar to those of other payment systems it had implemented. The IT architecture that we had used to implement other payments schemes most notably the BACS scheme was essentially a Javaorchestrated, database-driven application, explains Badakhchani. The main difference with the Faster Payments Service was its requirement to use IBM WebSphere MQ to route message traffic to and from the banks. To create a real-time process for Faster Payments, there were two main challenges. The first was performance: could we adapt our proven solutions so that they would scale to handle the predicted transaction volumes and complete all transfers within two hours? The second was control: could we ensure that the process was completely reliable, transparent, secure and auditable? IBM WebSphere MQ turned out to be the ideal platform, providing all the performance and reliability we needed.
Finding the right partner

The VocaLink team began examining existing payments architectures with a view to identifying which components could be reused and where innovation was required to meet the requirements of Faster Payments. To help with the scope and sizing of the new environment, the company consulted Orbital, an IBM Business Partner. Orbital has been one of VocaLinks main technology partners for over two years, says Badakhchani. The Orbital team help us with many aspects of our work both in technical areas, where their expertise with IBM WebSphere messaging and integration software is invaluable, and in more political areas such as licensing negotiations. Cost-efficiency is very important for the banking sector, especially in the current economic climate, and Orbital does an excellent job of helping us optimise our software investments.
Meeting the performance requirements

Following a detailed analysis phase, the VocaLink and Orbital teams were able to create a plan for the implementation of Faster Payments. Badakhchani comments: From a performance perspective, we were pleasantly surprised: we found that with some modifications and a redesigned hardware profile, we could re-use many of our existing payments components. They were actually capable of running considerably faster than we expected so we could easily adapt them and use them as a basis for the new Faster Payments Service where it was appropriate to do so. VocaLink went ahead with the implementation of the new architecture, which went into production in mid-2008. By September 2009, the service had processed 262 million payments, with a total value of more than 110 billion. The Faster Payments Service peak day processing
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Banking
IBM WebSphere and Tivoli software, combined with the services provided by Orbital, have made a significant contribution to the success of the Faster Payments project, and will also play a major part in our forthcoming SEPA and BGC implementations.
Hussein Badakhchani, Solution Architect and Distinguished Technologist, VocaLink
records stands at over 7 million payments in a single day and the service has processed 500 million payments since its inception. Faster Payments volumes are projected to continue their growth over the period from 2010/2011. The WebSphere MQ messaging technology has been a key enabler, because it is so scalable, says Badakhchani. It has been able to handle the transaction volumes without any problems, and its a very mature and efficient solution, so it delivers good performance without requiring massive investments in hardware.
Automation and control

The Faster Payments Service involves a complex and intricate set of processes which need to be orchestrated in a reliable and transparent manner. The process has numerous stages, some of which need to be completed in real time, and others at set intervals throughout the day, explains Badakhchani. If a mistake were to be made, the consequences could be very serious. For this reason, we knew we had to ensure that every aspect of the Faster Payments Service could be fully automated, avoiding any possibility of human error, and providing a full audit trail for compliance purposes. VocaLink chose to automate these processes with IBM Tivoli Workload Scheduler, which manages hundreds of scripted events in the Java and database environments. The scripting helps to ensure that every stage of the process occurs on-time, reliably, with no need for manual intervention. Badakhchani comments: Tivoli Workload Scheduler is an extremely powerful tool, and our operations team is very familiar with it, so we can easily modify existing scripts or develop new ones if the requirements of the Faster Payments Service change. It also gives us a very comprehensive set of reporting capabilities that help us to demonstrate our compliance with service levels and internal security regulations.
An award-winning solution
The Faster Payments Service has been a notable success for VocaLink, winning a wide range of awards from both the financial and technology sectors. These include a Financial Sector Technology award, a Hallmark of Innovation award from the Financial Innovation Awards, and a Computing Award for Excellence. Faster Payments is a big step forward for the whole banking industry in the UK, and that has been reflected in the positive response it has received both within the industry and from banking customers, concludes Badakhchani. IBM WebSphere and Tivoli software, combined with the services provided by Orbital, have made a significant contribution to the success of the Faster Payments project, and will also play a major part in our forthcoming SEPA and BGC implementations.
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To learn more about IBM software, contact your IBM sales representative or visit: ibm.com To learn more about products, services and solution from Orbital Integrated Solutions, visit: www.orbital-ltd.co.uk
Copyright IBM Corporation 2010 IBM United Kingdom Limited PO Box 41 North Harbour Portsmouth Hampshire PO6 3AU Produced in the United Kingdom June 2010 All Rights Reserved IBM, the IBM logo, ibm.com, Tivoli and WebSphere are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of other IBM trademarks is available on the Web at Copyright and trademark information at: ibm.com/legal/copytrade.shtml. Java and all Java-based trademarks and logos are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. IBM and Orbital Integrated Solutions are separate companies and each is responsible for its own products. Neither IBM nor Orbital Integrated Solutions makes any warranties, express or implied, concerning the others products. References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Any reference to an IBM product, program or service is not intended to imply that only IBMs product, program or service may be used. Any functionally equivalent product, program or service may be used instead. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. IBM hardware products are manufactured from new parts, or new and used parts. In some cases, the hardware product may not be new and may have been previously installed. Regardless, IBM warranty terms apply. This publication is for general guidance only. Photographs may show design models. Please Recycle
IBM Software
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SWC14041-GBEN-00
IBM Systems & Technology Group Smarter Computing
Banking
Bilbao Bizkaia Kutxa manages a major acquisition

With smarter computing from IBM
Bilbao Bizkaia Kutxa (BBK) is one of the largest banks in the Basque region of Spain. It is the third-largest savings and equity bank in Spain, as well as the sixth-largest administered-funds savings bank in the country.
Overview
The need
Leading Spanish savings and equity bank Bilbao Bizkaia Kutxa (BBK) recently acquired CajaSur, a similar institution of almost the same size as BBK. Managing the merger of the two IT systems represented a significant challenge, with the focus on maximizing use of existing investments while ensuring infrastructure resiliency was maintained.
Handling business growth

Leading Spanish bank Bilbao Bizkaia Kutxa (BBK) recently acquired CajaSur, another Spanish banking institution that is almost as large as BBK. The scale of the acquisition meant that developing an integrated IT infrastructure presented a major challenge. BBK has been growing steadily for some time, and had experienced issues with handling expanding data volumes as a result. Consequently, the impending merger with CajaSur represented the ideal opportunity to re-engineer its systems, maximize efficiency while boosting flexibility and openness in its IT landscape. As a banking institution, securing sensitive information is always a priority, and BBK was seeking to guarantee system resiliency by enabling automated backups. Lacking the in-house skills to carry out such a large-scale project, BBK began looking for an implementation partner with the expertise and resources to advise and assist with these goals.
The solution
In an ongoing project with IBM and the IT company owned by BBK, the company embarked on a journey towards smarter computing. Leveraging sophisticated virtualization technology and highly reliable backup techniques, BBK has ensured that the process of merging CajaSurs infrastructure is painless and cost-efficient.
The benefit
Exploited existing hardware investments to the full, avoiding the cost of purchasing approximately 3,000 desktop computers for new staff, saving over 1 million EURO. The IBM technology has contributed to a 20 percent reduction in IT costs, a saving which is expected to increase as further application development is undertaken.
Choosing IBM Global Technology Services

BBK turned to technology specialists from IBM Global Technology Services for help in performing an overall evaluation of its existing IT environment as well as assessing the best way to handle the acquisition of CajaSur. The main goal of the project was to re-use the existing infrastructure as much as possible, while ensuring optimal performance for the companys workloads. Specifically, CajaSur relied heavily on a custom built Java-based application. IBM proposed leveraging innovative cloud computing techniques to run both the CajaSur application and BBK banking systems side-by-side. This was achieved using a virtualization layer running across all servers supporting BBK and CajaSurs desktop computers, enabling BBK to avoid the significant cost of purchasing new PCs and increasing the administrative burden of managing this infrastructure.
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Banking
Designed for Data

Leveraging IBM DB2 for data warehousing, BBK uses the information gathered as a basis for analysis of customer habits and branch performance, designed to optimize the performance of the combined group by exploiting synergies and customer opportunities.
Tuned to the Task

The IBM System zEnterprise 196 offers superb scalability and flexibility to accommodate the new workloads introduced by the merger with CajaSur. Virtualized IBM BladeCenter HS22 servers can be customized and rolled out quickly to meet growth, optimized for BBKs different workloads.
BBK chose to replace its existing two IBM System z9 Enterprise Class servers with two latest generation IBM zEnterprise 196 mainframe systems, with a number of specialty engines deployed, including IBM System z Integrated Information Processors (zIIPs), Integrated Facility for Linux (IFL) processors and Internal Coupling Facility (ECF) processors. The IBM zIIPs are designed to help free-up general computing capacity and lower overall total cost of computing for select data and transaction processing workloads for business intelligence (BI), ERP and CRM, and select network encryption workloads on the mainframe. By choosing to activate specialty engines, BBK is able to optimize performance for specific workloads, ensuring the right processor characteristics are applied to the appropriate jobs.
Maximizing business resiliency

The IBM Global Technology Services team was also able to work with BBK to design and implement a comprehensive backup and recovery solution, based on a suite of IBM Tivoli software, high-end IBM System Storage DS8800 disk systems and the IBM Virtualization Engine TS7720. Featuring IBM Tivoli Storage Manager, the solution automatically backs up the companys critical business data, ensuring that even in the event of a disaster, BBK can bounce back rapidly and easily. BBK also leverages IBM Geographically Dispersed Parallel Sysplex (GDPS), an end to end application availability solution that provides the capability to manage remote copy configuration and storage subsystems to perform failure recovery from a single point of control. In addition, the innovative latest generation Hyperswap feature has been activated, enabling BBK to minimize impact to application availability with disruptions measured in seconds rather than hours. The HyperSwap function may be performed even if BBKs primary IBM System Storage disk subsystem is not operational, so can survive such a failure without continuous access to data. Overall, this allows the BBK IT teams to manage the companys two data processing centers as a single resource, despite the 25 km distance between them. IBM DB2 for z/OS offers data warehousing capabilities, which integrates seamlessly with BBKs analytics software. Using the information gathered by IBM DB2, BBK is able to carry out analysis of customer habits and track performance by branch and location insights that lead to better business decisions.
Managed in the Cloud

BBK has developed a private cloud solution for employee desktops based on IBM BladeCenter technology with a Microsoft Hyper-V virtualization layer. This enables the company to effectively and efficiently run the CajaSur infrastructure in parallel with its own, ensuring that the acquisition process is handled nondisruptively, while exploiting existing investments to the maximum.
Driving Innovation

Smarter computing from IBM has made it possible for BBK to manage a largescale acquisition with minimal disruption to ongoing operation. The new solution supports ongoing growth and ensures that BBK is in the ideal position to explore untapped opportunities.
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Banking
Solution Components
Software

Optimizing resource utilization with smarter computing from IBM

The solution has made it possible for BBK to exploit existing hardware investments to the full, avoiding the cost of purchasing approximately 3,000 desktop computers for new staff, translating into a saving over 1 million EURO. Furthermore, the IBM technology has contributed to a 20 percent reduction in IT costs, a saving which is expected to increase as further application development is undertaken. Despite the expansion in the IT infrastructure necessitated by the acquisition of CajaSur, the streamlined and easy-to-manage IBM solution has meant BBK has not needed to boost IT staff numbers. Indeed, BBK estimates that the new infrastructure has boosted staff productivity by approximately 30 percent, leading to better service for customers. The merger with CajaSur has been undertaken with as little disruption to everyday business operations as possible. The IBM solution offers the in-built scalability that enables BBK to approach future growth opportunities with confidence it has the resources in place to handle them. The IBM backup solution offers superb availability and resiliency for BBK, which results in better service to clients. The company is able to backup double the amount of data in half the time, as compared with the previous solution.
IBM Tivoli System Automation IBM Tivoli Storage Manager IBM Tivoli Provisioning Manager IBM Tivoli Monitoring IBM Tivoli Composite Application Manager IBM WebSphere Enterprise Service Bus IBM WebSphere Application Server IBM Information Management System (IMS) IBM DB2 IBM Metro Mirror IBM z/OS IBM z/VM VMware Microsoft Hyper-V
Servers
IBM zEnterprise 196 IBM BladeCenter HS22 IBM System Storage DS8800 IBM System Storage TS7720 Virtualization Tape Server

Services

IBM Global Technology Services IBM Software Services

To learn more about smarter computing from IBM and how we can help you integrate, automate, protect and transform your IT, contact your IBM sales representative or IBM business partner, or visit:
This project aims to integrate and optimize BBK management systems following the integration of Cajasur, in order to be more efficient and better serve our customers.
Juan Miguel Abendao, IT Director, Bilbao Bizkaia Kutxa (BBK)
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Copyright IBM Corporation 2011 IBM Espaa S. A. Santa Hortensia 26-28 28002 Madrid Spain Produced in Spain June 2011 All Rights Reserved IBM, the IBM logo, ibm.com, Tivoli, WebSphere, IMS, DB2, z/OS, z/VM, zEnterprise, BladeCenter and System Storage are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of other IBM trademarks is available on the Web at Copyright and trademark information at: ibm.com/legal/copytrade.shtml. Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Microsoft, Windows, Windows NT, and the Windows logo are trademarks of Microsoft Corporation in the United States, other countries, or both. Java and all Java-based trademarks and logos are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Any reference to an IBM product, program or service is not intended to imply that only IBMs product, program or service may be used. Any functionally equivalent product, program or service may be used instead. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. IBM hardware products are manufactured from new parts, or new and used parts. In some cases, the hardware product may not be new and may have been previously installed. Regardless, IBM warranty terms apply. This publication is for general guidance only. Photographs may show design models. Please Recycle
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Mobility
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IBM Software Tivoli
Education
Penn State
Power-savings initiative expected to deliver $800,000 annual savings
At the end of 2009, when electric rate caps were lifted, officials at Penn State watched as their energy costs doubled overnight. The timing couldnt have been worse. The main campus energy budget already had been reduced by US$1.5 million and staff had been challenged as part of the Universitys Green Initiative to lower Green House Gas emissions by 17.5 percent by 2012. Reducing power consumption was critical to controlling the impact of increased energy costs while supporting our overall goals to increase sustainability, says Chris Sacksteder, manager of Penn States Systems Development Group, which provides support for classroom and lab technology and delivers common IT services to University IT support teams.
Overview
The need
With energy costs doubling, Penn State looked to reduce unnecessary power consumption from leaving classroom, lab, and departmental computers on, when they were not in use.
The solution
The University implemented an endpoint management solution that combines power, lifecycle, patch and security management to reduce energy costs while improving the reliability and security of campus computers.
The benet
Reduced energy costs by US$288,000 per year with annual savings expected to reach US$800,000; decreased IT time required to manage classroom and lab computers; improved security with faster deployment of patches and software applications.
Identifying potential savings

While heating and cooling of buildings typically consume the greatest amount of power for organizations, leaving computers on when they are not in use also can increase energy costs unnecessarily. But the question for IT staff members was: How much could we save? Few would consider putting their computers to sleep without a good reason, so we needed to rst measure the amount of power consumed by the hardware in its different power states, and then calculate the potential savings, says Sacksteder.
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IBM Software Tivoli
Education
We expect almost US$800,000 in annual savings, once all of our approximately 20,000 workstations are under Tivoli Endpoint Manager and similar power management settings are applied.
Chris Sacksteder, Manager, Systems Development Group, Penn State
At the same time, with University budgets being cut in the wake of the economic recession, improved management of classroom, lab, and departmental workstations also was necessary. There is a push to cut IT costs by using computing resources more efficiently, and to prevent duplication of effort wherever possible, says Sacksteder. So while the primary goal for our physical plant was to reduce power consumption, our other motivation was to gain better control of the environment. We established a team that investigated client and systems management solutions, and after a proof of concept, found that Tivoli Endpoint Manager scaled best in our environment and provided the power management component we needed. The consensus from the academic and administrative groups that participated was that this was a very worthwhile effort, both from an energy savings and systems management perspective. Once the decision was made, however, the committee faced a new challenge: Deploy the solution in just a few months.
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IBM Software Tivoli
Education
Solution components
Software
IBM Tivoli Endpoint Manager, built on BigFix technology
The Office of Physical Plant was given a task of saving a large amount of money on the electric bill as soon as possible and we were also bound by the University semester calendar, says Sacksteder. We started the proof of concept in April and our production deployment was operational by mid-August to avoid waiting another school year. It was relatively easy to implement the initial infrastructure with the root server and a few relays and its certainly been very easy to deploy more relays as needed.
We can now provide a much more robust computing infrastructure, more reliable computers in our classrooms, labs, and offices, quicker installs of application software that our faculty need, and faster resolution of problems, so that students and faculty can focus on what theyre here to do.
Matt Boyd, Service Manager for IBM Tivoli Endpoint Manager, Penn State
Realizing nearly $800,000 annual power savings

In terms of power savings, the University has already reduced energy costs by US$288,000 per year with aggressive settings on public systems and many faculty and staff computers. The organization expects that savings to nearly triple as faculty and staff become more comfortable with displays going off and systems going to sleep. When no user is logged into a workstation in one of our labs, the display is automatically turned off after ve minutes of being idle and the computer enters sleep mode after 15 minutes of being idle, says Matt Boyd, service manager for IBM Tivoli Endpoint Manager, Penn State. If a user is logged in, only the display will turn off after 10 minutes of being idle. We expect to see almost US$800,000 in annual savings, once all of our approximately 20,000 workstations are under Tivoli Endpoint Manager and similar power management settings are applied. Tivoli Endpoint Manager balances the need for energy conservation with the IT staffs need to apply patches at night by waking up the endpoint long enough to apply required updates and then returning the computer to an energy-saving state.
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Education
The team also customized its implementation to meet faculty and staff needs. For example, a custom web application allows faculty and staff to remotely wake up any client system that they are authorized to access. The biggest concern among faculty is making sure that their computers are available and that they can access a le from home if they need it, says Boyd. With Tivoli Endpoint Manager, we dont need to power systems off to achieve the savings. We can place the systems in standby and, in most cases, those systems are up and ready in a matter of seconds. Likewise in labs that run experiments 247, we can customize settings so that their experiments wont be affected. The root Tivoli Endpoint Manager administrators are not responsible for the machines. The department and local IT staffs are the true administrators of those machines, but we believe all units will begin using the solution, as we continue to demonstrate that placing the workstations in standby will provide the power savings needed without affecting their access.
More reliable computers in the classroom

While ramping up and promoting the project, Penn States Information Technology Services (ITS) System Development Group placed as much emphasis on the solutions system management capabilities as it had on its power management features. Today, about 34 administrative units at Penn State are participating in the Systems Management initiative, with nearly 21,000 endpoints currently under management. Faster application deployment to endpoints has helped ensure that students have access to the software they need to complete their assignments. More consistent user interfaces on campus computers makes it easier for students to work in various labs, and reduces the time IT staff spend managing computers. Streamlining operating system and application patching has enabled IT staff to improve the security of endpoints, reducing the risk of a system
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compromise that can lead to the disclosure of personally identiable information, such as student social security numbers. Improved asset discovery enables IT staff to quickly determine how many systems are nearing the end of their warranty and may need to be replaced. Early on, there was a misconception among some that Tivoli Endpoint Manager was strictly for power management, because it was being endorsed by the Office of Physical Plant for those purposes, says Boyd. The systems management component is equally important. We can now provide a much more robust computing infrastructure, more reliable computers in our classrooms, labs, and offices, quicker installs of application software that our faculty need, and faster resolution of problems, so that students and faculty can focus on what theyre here to do.

To learn more about IBM endpoint management solutions, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli/endpoint You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. Learn about opportunities near you at: http://www.tivoli-ug.org For more information about Penn State, visit: http://www.psu.edu For more information about Penn States green initiatives, visit:
http://www.green.psu.edu
For additional information about Penn States green IT efforts, go to:

http://stream.it.psu.edu/archive
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Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America December 2011 IBM, the IBM logo, ibm.com, BigFix, and Tivoli are trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their rst occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at ibm.com/legal/copytrade.shtml Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.
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IBM Software Tivoli
Computer Services
Fiberlink
Achieves 25 percent annual growth rate with cloud-based endpoint management solution
The need Overview
Fiberlink Blue Bell, PA www.maas360.com
The real-time visibility, control, scalability and extensibility of Tivoli Endpoint Manager provides significant differentiators in delivering our endpoint management solution.
Chuck Brown, Director, Product Management, Fiberlink
In 2003, Fiberlink saw a new opportunity to simplify mobile security and endpoint management. The company, an innovator in voice, data and IP networking solutions, watched as corporations struggled to track and manage a growing number of laptop computers used by employees. In response, Fiberlink created MaaS360a cloud-based, always-on mobile device management platform. With MaaS360, administrators can instantly track inventory, assess vulnerabilities, deploy software upgrades and security patches, and manage power usage for mobile devicesall from a single web portal. Dashboard icons change from green to red if the system detects a laptop computer out of compliance. IT administrators can click on the icon to view the reason of the compliance violation in their local language, and can take action to bring the laptop back into compliance. MaaS360 can also automatically remediate issues based on the companys security policies. As a true Software as a Service (SaaS) solution, information is available on-demand for compliance reporting, vulnerability assessment, hardware and software inventory status, and remediation of outstanding issues. When an organization logs on to MaaS360, it can take the actions based on the information presented, says Chuck Brown, director, Product Management, Fiberlink. The reports come back instantaneously and clients can review their mobile endpoints within 30 minutes to an hour of signing up.
The solution
To build its cloud-based solution, Fiberlink needed endpoint management technology that could manage hundreds of thousands of endpoints across hundreds of customers regardless of location, connection type, status or operating systemall without impacting end user productivity. According to Brown, IBM Tivoli Endpoint Manager, built on BigFix technology, provides Fiberlink with the single, centralized point of control for automating patch management, lifecycle management, security and compliance, and power management functions for laptops. More than 500,000 endpoints are currently managed on MaaS360 with Tivoli Endpoint Manager.
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With the products scalability and multi-tenant capabilities, Fiberlinks solution requires no on-premise hardwaregiving it a significant cost advantage over competitors. With Tivoli Endpoint Manager, we can support multiple companies from our cloud-based platform, says Brown. That gives us greater economies of scale while enabling us to rapidly introduce new services.
Fiberlink has also leveraged Tivoli Endpoint Manager to deliver its own extended solutions, such as USB device management, data leak prevention and encryption. The Tivoli Endpoint Manager client compliance API also has enabled Fiberlink to offer a mobile network admission control (NAC) capability that allows companies to exclude an out-of-compliance laptop from their network.
IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America August 2011 All Rights Reserved IBM, the IBM logo, ibm.com, BigFix and Tivoli are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the Web at Copyright and trademark information at www.ibm.com/legal/copytrade.shtml. Other company, product and service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided as is without warranty of any kind, express or implied. In addition, this information is based on IBMs current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software. Please Recycle
The benefit
By leveraging BigFix technology, now Tivoli Endpoint Manager, Fiberlink took a significant competitive lead in endpoint management services, delivering six new solutions in just 18 months (a new solution every three months). Our main competitor was constantly looking over our shoulders, says Brown. We were able to make very big inroads acquiring customers and presenting more capabilities. This contributed to our more than 25 percent annual growth rate over the past five years. For Fiberlinks customers, the benefits include reduced costs and improved IT security. For example, one U.S. government agency using MaaS360 expects to save nearly $500,000 a year from improved power management alone. We used Tivoli Endpoint Manager to create a power scheme that would shut down systems not in use overnight and manage transient profiles during the day, says Brown. The CIO can now track for each building how much is being spent and how much is being saved and we expect that theyll save in the mid-six figures.

To learn more about IBM Tivoli Endpoint Manager, built on BigFix technology, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli/endpoint
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IBM Tivoli Software Case Study
Christian Hospital Centre stays ahead of todays and tomorrows threats

Using IBM Security Solutions and Tivoli Endpoint Manager to provide a healthy IT infrastructure
Made up of six clinics, convalescent homes and 10 or so polyclinics in the province of Lige, Belgium, CHC (Christian Hospital Centre) is a care network where cutting-edge technology and top-quality service provides patients with highly effective treatment with a human face. In January 2009, Saint-Joseph clinic, one of the units at CHC, experienced numerous security problems caused by viruses and malware, in particular by the infamous Conficker worm. The effects of these problems included workstations and servers being taken out of service and the need to reboot workstations several times a day. This resulted in significant general disruption to work at the clinic. Fortunately, no critical services were impacted by these incidents, but it is easy to imagine what might have happened had this been the case. As the clinic is a long-established client of IBM, the alarm was quickly raised through the IBM account manager of IBM Internet Security Systems (now part of IBM Tivoli). In a partnership with ON2IT Belgium, an IBM Tivoli Security Business Partner, IBM implemented a solution for CHC.
Overview
Business challenge
The Christian Hospital Centre (CHC) boasts a large infrastructure which is spread across a number of different sites. Numerous security problems caused by viruses and malware led CHC to revise its security defences with the aim to protect the infrastructure against any possible threats in the future.
Solution
CHC worked with IBM and ON2IT, an IBM Business Partner, to build a security solution based on IBM Security Solutions and Tivoli Endpoint Manager. The solution makes it possible to halt any attempted intrusion before it manages to penetrate the infrastructure and anticipates future threats. In addition, it enables CHC to provide near real-time remediation of endpoint issues.
Ahead of the threat

When the Clinic first contacted us, recalls Manu Luyten, Sales manager ON2IT,we were faced with a dual challenge. To begin with, we had to overcome the infection as quickly as we could so that staff could resume their normal work. Then once that had been done, we had to come up with a new approach for the overall security of the CHC network. After a brief analysis, ON2IT suggested a Proof of Concept that was in line with its usual philosophy: stay ahead of the threat and provide automated visibility and control. The key aim of the project was to provide a solution that was not only capable of dealing with the crisis, but which could also keep one step ahead and protect the infrastructure against any possible threats in the future. The big advantage of the approach taken by IBM ISS is that it provides us with long-term protection, says Giovanni Pradelli, CHCs Systems
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Solution Components
Software

IBM Security Solutions IBM Tivoli Endpoint Manager

ON2IT
Manager. Because we are a public establishment, any investments we make must be designed to last for a number of years. One of the challenges to implementing a security solution is to anticipate future threats. This is made more difficult by the fact that the threats being encountered today are not necessarily the same as the ones that may crop up tomorrow. Which is why IBM Tivoli gives priority to proactive security solutions capable of guaranteeing a healthy infrastructure in the long term. A number of good examples of this approach were installed within the CHC infrastructure. To begin with, there is the IBM Security Solutions (formerly Internet Security Systems) portfolio on the three levels of IT infrastructure: network, endpoints and servers. This makes it possible to halt any attempted intrusion before it manages to penetrate the infrastructure. Instead of responding to the signature of a virus which is likely to change at any moment it reacts to what the virus is trying to do within the environment. Second, there is Tivoli Endpoint Manager, built on BigFix technology, providing integrated security, configuration management and lifecycle management in a single agent solution.
Business Benefits

Enables pro-active security for a heterogeneous multi-site IT infrastructure on three levels: network, endpoints and servers. Helps anticipate future threats and provides automated visibility and control. Offers integrated security, configuration management and lifecycle management in a single agent solution. Frees up the equivalent of a full-time IT person, due to 50% reduction in helpdesk calls.
Multi-level, multi-site protection

One of the central points for upgrading the strategy for the CHC network has been the implementation of vulnerability assessment and management solution. This tool provides a constant general overview of potential weak spots within our network, says Pradelli. This is especially important in an environment as heterogeneous as CHCs. We have a multi-site network that includes both conventional IT applications, as well as medical applications. The guarantee that a scanner is constantly monitoring the organizations infrastructure provides us with great peace of mind. Better still, we have found that the solution has enabled us to save personnel resources in the helpdesk team. We have been able to re-allocate at least the equivalent of a full-time IT person, who is now allocated to other tasks focusing on our core business. Added to this is the ability to benefit from the virtual patching service provided by X-force, the research and development team at IBM ISS. Whenever a new flaw is discovered, X-force designs a virtual patch and makes it available very quickly to IBM customers. This makes it possible to ensure permanent protection against the potential weaknesses in some software programs. This is much more effective and doesnt require us to install each new patch immediately.
Collateral benefits
The project provided ON2IT the opportunity to install a totally new technology: IBM Tivoli Endpoint Manager, based on BigFix technology, a single agent security and lifecycle management suite for workstations and servers. While we were implementing the new system, we became aware of another benefit not strictly linked to security, adds Manu Luyten. Integrated asset, change and configuration management, providing among others: automatic software upgrades, security configuration and
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hardening. This solution is capable to automate most actions that a helpdesk engineer would otherwise have to execute manually. And all this is done remotely and automatically. This is a significant advantage for a client who has to manage such a large infrastructure spread across a number of different sites. Using a very simple central interface, our client is able to quickly upgrade workstations without having to move from one site to another.This applies not only to Windows, but also to Linux and Mac.
Openness guaranteed
Luyten explains the IBM Tivoli approach: The IBM security framework offers a high level of openness. In fact, all the elements in the security suite are very easily interchangeable. For example, the antivirus system we installed on the CHC network comes from another vendor, simply because that particular vendor has the best solution on the market for the particular need of our client. Giovanni Pradelli comments on the results of the project: Now that the implementation is behind us, things are going very well and everything is very transparent for users and our helpdesk. We have observed an astonishing reduction of helpdesk calls of more than 50%. In fact, our users to whom the solutions has been installed are totally unaware of this except, of course, when their workstation started operating again.
About ON2IT
ON2IT, part of the SAGA Group, specialises in IT security & lifecycle management. We provide highly skilled consulting and managed security services, assisting our customers in gaining visibility, control and automation over the entire IT infrastructure using next generation security technologies.
About IBM Security Solutions

Security is intrinsic to your business processes, development and daily operations. It should be factored into the initial design of any IT or critical infrastructure solution, not bolted on after the fact. This preemptive approach of IBM Security Solutions can allow you to securely, safely, and confidently adopt new forms of technology. Cloud computing, virtualization, smart grids, business models like tele-working and outsourcing, can be more safely leveraged for cost benefit, innovation and shorter time to market. Through world-class solutions that address risk across each aspect of your business, IBM can help you build a strong security posture that positions you to reap the rewards of emerging technology trends. IBMs offerings include software, hardware and services covering all IT security domains.
The big advantage of the approach taken by IBM and ON2IT is that it provides us with long-term protection. Because we are a public establishment, any investments we make must be designed to last for a number of years.
Giovanni Pradelli, Systems Manager Christian Hospital Centre.

To learn more about IBM Security software, contact your IBM sales representative or visit ibm.com/be/itsolutions/security/ To learn more about products, services and solutions from ON2IT, visit: www.on2it.be
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Copyright IBM Corporation 2011 IBM Belgium a b.v.b.a./s.p.r.l. Avenue du Bourget/Bourgetlaan 42 1130 Bruxelles IBM Nederland B.V. Johan Huizingalaan 765 1066 VH Amsterdam IBM Luxemburg 1 Ceinture Um Schlass HESPERANGE L-5880 Produced in the Netherlands All Rights Reserved IBM, the IBM logo, ibm.com and Cognos are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at Copyright and trademark information at: ibm.com/legal/copytrade.shtml Other product, company or service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. Please Recycle
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IBM Software Tivoli
Case Study
SunTrust Banks
Improving productivity, reducing vulnerability windows
Atlanta-based SunTrust enjoys leading market positions in some of the highest growth markets in the United States and also serves clients in selected markets nationally. The company operates almost 1,800 retail branches and 2,673 ATMs in Alabama, Arkansas, Florida, Georgia, Maryland, Mississippi, North Carolina, South Carolina, Tennessee, Virginia, West Virginia, and the District of Columbia. In addition, SunTrust provides customers with a full range of technology-based banking channels, including Internet, PC and Automated Telephone Banking.
Overview
Challenge
Gain visibility into a distributed IT infrastructure; reduce software patch and update cycle times; maintain all systems at current patch levels and conguration standards; supply accurate, timely compliance data to security and risk management groups
Solution
SunTrust uses IBM Tivoli Endpoint Manager, built on BigFix technology, to maintain vigilance over the software running on its computers and previously undocumented IT assets on the network.
Gaining control over a highly distributed environment

SunTrust has a highly distributed environment with nearly 1,800 branch locations and no local IT resources at most of those locations. This resulted in long patch and software update cycles, a large number of manual patches and poor visibility into what assets were on the network. These issues also made it difficult to provide required compliance data to the security and risk management teams.
Benets
Maintains a 98.5 percent patch and update compliance rate; decreases update and patch cycle times from 2 - 3 weeks to 2 - 3 days; reduces productivity losses and human errors through automation
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Case Study
The solution has become part of the landscape here. It was a big change for the better when we rst installed it, but has become a standard means for us to keep software at the latest version levels.
Ed Jones, Senior Information Planning Engineer, SunTrust Banks
Automating endpoint management

Ed Jones, senior information planning engineer at SunTrust, works at the nexus of security and systems management at SunTrust. His responsibilities include execution and oversight of the banks patch management, software distribution, anti-virus, software packaging and development, IT inventory, and workstation imaging services. Jones has been using BigFix technology (now IBM Tivoli Endpoint Manager) since the company selected the product in 2004 to support its software patch and asset inventory programs. Since then, SunTrust has installed the solution on over 50,000 PCs, servers and mobile computers. Software patch and update management along with asset inventory remain the main services provided by IBM Tivoli Endpoint Manager, built on BigFix technology, at SunTrust. The solution has become part of the landscape here, says Jones. It was a big change for the better when we rst installed it, but has become a standard means for us to keep software at the latest version levels.
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Case Study
Its easy to generate reports and we know that the information is going to be complete and accurate.
Ed Jones
IBM Tivoli Endpoint Manager also plays a signicant role in inventorying SunTrusts IT assets and providing compliance reporting. It gives us very detailed reports very quickly and easily, says Jones. We can see how many computers we have, and whats running on them. We can also see if someone has installed non-standard software or a risky peripheral like a wireless router. And we can do this on every computer that runs Tivoli Endpoint Manager no matter where it resides on our networkheadquarters or in any of the 1,800 bank branches. Along with the many responsibilities Jones has, is reporting to multiple constituencies at the bank. IT, Risk Management and Compliance groups are the main customers, says Jones. Its easy to generate reports and we know that the information is going to be complete and accurate. Tivoli Endpoint Manager is also very handy for fast-breaking custom inquiries. Its very easy to put these together and get results instantly.
Reducing the update cycle by a factor of seven

SunTrust implemented BigFix technology (now IBM Tivoli Endpoint Manager) across over 50,000 endpoints spread across nearly 1,800 locations. The entire roll-out process was accomplished in three months with just two people. Ongoing management of all these endpoints requires only 1.5 FTEs (full-time employees). The solution has brought both speed and visibility to the software update and patch process. A patch or an update used to take two to three weeks to execute, says Jones. We now average two to three days to update over 50,000 computers on our network.
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IBM Software Tivoli
Case Study
Software
We have made great strides over the last few years in moving from reacting to events to proactively staying ahead of the game. We couldnt do this without this visibility.
Ed Jones
Reducing the update cycle by a factor of seven is not only good in itself, but it also reduces the window of vulnerability to malware, security incidents and breakdowns that the updates and patches are designed to prevent. Over the years, weve brought the segment of our infrastructure equipped with the endpoint management solution up to 98.5 percent compliance with the latest manufacturer recommended congurations, says Jones. This includes both system softwaremostly Microsoft Windowsand applications that run on our computers. Jones identies three major advantages that contribute to these time and labor savings. The Microsoft and application software patches we get from Tivoli Endpoint Manager are ready to deploy the same day we receive them, comments Jones. We used to have to package and test updates before sending them out, which added several days to the schedule. We can install updates with virtually no need for end-user intervention. There were always people who would take a few days to execute an update on their machines, and with a user population as large as ours, an update would generate a surge of calls to the helpdesk. Finally, Tivoli Endpoint Manager gives us outstanding visibility into conguration status of every machine it runs on. We know if something has been installed or not.
Achieving 98 percent patch efficiency

Why automated endpoint management? I can set it and forget it, says Jones. We achieve over 98 percent patch efficiency, we are able to target by groups, and the system is fail-safe in that we can override human errors preventing outages. This was not true of our previous patch management vendor, PatchLink.
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IBM Software Tivoli
Case Study
SunTrust also evaluated Microsoft tools at the time, but determined that the infrastructure was just too heavy and inexible. BigFix technology, now IBM Tivoli Endpoint Manager, was selected for its lightweight infrastructure, extensive platform coverage and patch efficiency exhibited during the Proof of Concept (POC) test.
Looking Ahead
Jones says visibility is the biggest change. Before, we really couldnt see what was going on in regards to Microsofts Security standards, he explains. Now we can. This has made a huge difference in how we approach our work. We have made great strides over the last few years in moving from reacting to events to proactively staying ahead of the game. We couldnt do this without this visibility. It has really been the key to improvements weve made in maintaining standard system congurations, minimizing vulnerabilities and maintaining supervision over a large infrastructure spread out over 1,800 locations from Florida to Maryland. With such great long-term results in asset discovery, patch management, software distribution and conguration management SunTrust looks forward to adding more capabilities of IBM Tivoli Endpoint Manager, built on BigFix technology. SunTrust will next look to IBM Tivoli Endpoint Manager to help it achieve signicant cash savings through PC power management and optimizing software licensing. These extensions are made that much easier to implement and their ROI that much greater with the technologys single platform approach that does not require any new infrastructure to implement additional capabilities. Finally, SunTrust also plans to implement an IBM Tivoli Endpoint Manager relay in its demilitarized zone (DMZ) to extend coverage to roaming laptops while they are off the network.
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To learn more about IBM Tivoli Endpoint Manager, built on BigFix technology, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli/endpoint You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. Learn about opportunities near you at: www.tivoli-ug.org For more information on SunTrust, visit www.suntrust.com
Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America February 2011 All Rights Reserved IBM, the IBM logo, ibm.com, BigFix and Tivoli are trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their rst occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at ibm.com/legal/copytrade.shtml Microsoft is a trademark of Microsoft Corporation in the United States, other countries, or both. Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.
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IBM Software Tivoli
Case Study
Aircell delivers reliable in-ight Internet access

Overview
Challenge:
Provide in-ight Internet access; but maintaining service reliability was challenging with silo-based management.
How can organizations derive the greatest business value from their complex technological infrastructures? For many companies, the answer lies in shifting their focus from technology to service levels, particularly as seen from users perspectives. By delivering services that closely align to customer needs and interests, and continually assuring that target performance levels are met, many companies are achieving business outcomes that would otherwise not be possible. Consider Aircell, a leading provider of inight connectivity. The company is chartered with enabling communications for customers under exceptionally demanding circumstanceson an airplane traveling at an altitude of 35,000 feet at speeds of up to 500 miles per hour. Founded in 1991, Aircell originally focused on satellite based telephone communications on planes. The company has experienced considerable success in this arena, winning more than 30 patents and developing solutions deployed in more than 6,000 airborne installations. As interest surged for anywhere, anytime Internet access, Aircell responded with its Gogo Inight Internet service that turns commercial airplanes into Wi-Fi hotspots. Gogo is currently available on all AirTran Airways and Virgin America ights and on select Air Canada, Alaska Airlines, American Airlines, Delta Air Lines, US Airways and United Airlines ights. With Gogo service, passengers can surf the web, check email, instant message and access corporate virtual private networks from
Solution:
Aircell engaged IBM and IBM Premier Business Partner generationE to implement an Integrated Service Management solution that enables administrators to view end-to-end performance of the entire network, both cellular and terrestrial, in real time and in business context via a network topology map unlike any other.
Benets:
Ability to support 50x growth in rst year; 50 percent reduction in mean time to repair; ability to spot service-affecting problems before they occur and rapidly identify the root cause of issues when they do occur.
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IBM Software Tivoli
Case Study
With hundreds of thousands of data points a day, there was no way we could have managed the network without Tivoli Netcool software.
Gary Sahagun, Network Performance Manager, Aircell
their laptops, smart phones and PDAs. Passengers can select to pay for service via a per-ight, daily, monthly or yearly subscription. Today, Gogo is available on over 1,000 commercial aircraft on more than 3,500 daily ights in the continental United States. With our Gogo Inight Internet service, weve found a way to make air travel go faster for passengers, said Gary Sahagun, Aircells Network Performance Manager. But to do this we need to make sure our network performs. The better the performance and throughput, the more passengers can access the network and the happier they are with the service.
Technical intricacies led to extraordinary project requirements

Delivering complex, data-based services on a moving airplane creates a unique set of challenges. As airplanes move rapidly from departure to destination, they continually change radio access towers to provide the best connection. In delivering its data service, Aircell had managed the underlying technologies in three logical groups: the patented broadband equipment on the planes, a national network of ground-based cell towers, and the Aircell data center, with its servers, routers and the base station controller. However, leveraging this infrastructure to deliver full high-speed Internet access required that the company move from a silo-based approach that focused on each of these groups separately to an Integrated Service Management model in which administrators could view real-time, end-to-end performance of the entire network.
IBM and generationE provide an effective combination

Aircell had set a goal of completing this project within an 18-month timeframe. Any delays could affect the companys success in this new market. Such an accelerated schedule meant that Aircell had to select carefully, choosing best-in-class technologies and technology partners with proven expertise and deep knowledge of the wireless industry.
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IBM Software Tivoli
Case Study
Solution components
Software
IBM Tivoli Composite Application Manager for Transactions IBM Tivoli Monitoring IBM Tivoli Netcool/Impact IBM Tivoli Netcool/OMNIbus IBM Tivoli Netcool Performance Manager for Wireless IBM Tivoli Network Manager
After considering HP and others, Aircell turned to IBM and IBM Premier Business Partner generationE Technologies to implement IBM Integrated Service Management solutions for service quality management. These solutions help Aircell to ensure a high-quality customer experience by providing the necessary visibility, control and automation for delivering enhanced services. IBM and generationE integrated IBM Tivoli Netcool software with a custom-built Google Earth application to create a network topology map unlike any other. This map delivers a three-dimensional view of the overall Aircell network from the ground, air and across the nation with event and performance data delivered in business context to give it real-world meaning. On the map, aircraft icons change color from green to yellow when minor issues arise, and to red when critical problems occur. As the status changes, Network Operations Center (NOC) staff can simply click on the icon to view the latitude, longitude, altitude and ight number for the aircraft along with event information. Because the solution automatically collects and correlates technical data, administrators can quickly isolate the root cause of problems to minimize the business impact. In cases when network equipment on the planes require repair, Aircell can dispatch technicians to a planes destination so that once the plane lands they can x the problem. This has been critical in instances in which the turnaround time between a planes arrival and departure is less than an hour. Other vendors couldnt gure out a way to track the aircraft in graphical format, said Mike Moderski, Aircells Network Operations Center Manager. When we presented the idea to IBM and generationE, they created a solution and have gone the extra mile to help us achieve our goals.
Services
IBM Lab Services
generationE Technologies
Mean time to repair is reduced by about 50 percent because we can arm our vendors with event data and metrics they need to isolate the issue.
Mike Moderski, Network Operations Center Manager, Aircell
A 50 percent reduction in mean time to repair

While customers perceive their experience as that of a traditional Wi-Fi hotspot, a far more complex situation occurs behind the scenes. IBM Tivoli Netcool/OMNIbus continually draws network event data
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For every minute of every ight we can view performance of the network from both the air and from the ground so we can predict the next issues and get there ahead of time.
Joe Yackee, Network Performance Engineer, Aircell
from the companys integrated network environments in real time, and then automatically lters and analyzes faults to eliminate event storms. IBM Tivoli Network Manager automatically polls network equipment to identify in real time any errors, such as an out of memory condition on a router. IBM Tivoli Composite Application Manager for Transactions enables staff to run synthetic transactionssuch as the purchase processto identify problems from the user perspective. And IBM Tivoli Monitoring monitors more than 90 percent of the companys network servers. IBM Tivoli Netcool/Impact software then correlates this data and feeds it into the topology map to deliver a comprehensive, business-centric perspective on service quality and the business impact of problems. Through this integrated view, Aircell can take swift, efficient and informed action to address problems on a prioritized basis. MTTR [mean time to repair] is reduced by about 50 percent because we can arm our vendors with event data and metrics they need to isolate the issue, commented Moderski. We also save time because the solution proactively alerts us of any degradation before it results in an outage. For example, with IBM Tivoli Network Manager, we dont have to wait for an event to transpire or take time to log into a piece of equipment to see what its status is.
Real-time insight drives growth

At the same time, the IBM Tivoli Netcool Performance Manager for Wireless application collects and processes thousands of performancebased metricssuch as packet air rate, bytes transmitted and received, data rate and number of usersfrom the Aircell Broadband System located on each plane along with data from each of Aircells hundreds of cell towers across the country to help operations staff view trends and identify emerging problems. For example, in one instance, administrators found that transmission rates at one cell tower slowed as more planes
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Case Study
that ew in the area adopted the Gogo Wi-Fi service. Using this information, operations staff was able to adjust software parameters on the transmission equipment to accommodate the increased demand before any passenger service was affected. For every minute of every ight we can view performance of the network from both the air and from the ground so we can predict the next issues and get there ahead of time, said Joe Yackee, Aircells Network Performance Engineer. Moving forward the company expects to leverage network usage information, such as the percentage of passengers logging in each ight and the types of devices used, to tailor its services and improve the passenger experience. With hundreds of thousands of data points a day, there was no way we could have managed the network without Tivoli Netcool software, said Sahagun. For Aircell, this ability to understand service delivery at every level from its passengers perspective rather than a technology perspective has been key to its enormous success. Recent surveys have shown that more than 90 percent of respondents were satised with their experience using Gogo Inight Internet service. More than 60 percent of the people who log onto Gogo each day are repeat users, and that gure is climbing daily. We achieved a 50-fold increase in service usage in the rst year, said Moderski. With Tivoli software we can keep up with this rapid expansion and ensure customer satisfaction without having to substantially increase our operations staff.
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To learn more about IBM Tivoli software, please contact your IBM sales representative or IBM Business Partner, or visit the following website:
ibm.com/tivoli
You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. Learn about opportunities near you at: www.tivoli-ug.org For more information about Aircell, visit: www.aircell.com For more information about generationE Technologies, visit: www.generationetech.com
Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America February 2011 All Rights Reserved IBM, the IBM logo, ibm.com and Tivoli are trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their rst occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at
Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.
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Smarter Physical Infrastructure
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Industrial Products
ABB Service Ludvika moves to a proactive maintenance model

Gaining new insights into asset management with help from Sigma
ABB Group is an industry leader in the manufacture of power and automation technologies, and serves utility and industry customers in around 100 countries. The group employs about 130,000 people, of whom around 700 work for ABB Service, an arm of the company that provides maintenance services for both the products that ABB Group sells and the machinery used to make them. ABB Service Ludvika (ABB SEV) provides asset management services for one of ABBs manufacturing plants. It has exclusive responsibility for maintenance, logistics and environmental issues at the plant, and employs the approximately 100 electricians, automation technicians, and engineers responsible for carrying out the preventative and corrective maintenance that keeps the manufacturing machinery running smoothly.
Smart is...
Leveraging real-time heuristics to gain insights into the common causes of mechanical failures on ABBs factory floor.
ABB Service Ludvika (ABB SEV) provides maintenance and logistics services for one of ABBs manufacturing plants. The company wanted to streamline its paperbased invoicing process and improve its proportion of preventative to corrective maintenance which meant finding a new asset management solution. With the help of Sigma and another external provider, ABB SEV migrated from a BAAN solution to IBM Maximo Asset Management, and integrated it with ABB Groups SAP financial system.
The need for a new solution

Between 2005-2009, ABB SEV used the service module of its BAAN ERP software to handle asset management. The solution worked for us up to a point, but only after heavy customisation, says Dan Petersson, Site Manager at ABB Service Ludvika. It was a good production system for the clients manufacturing processes, but definitely not ideal for asset management and maintenance. The main problem was that we have a very complex workflow structure every time a maintenance job is performed by one of our staff, it needs to be entered into the asset management system. These jobs number in the thousands, and our BAAN solution simply wasnt set up to handle all the data we generate. As a result, getting an overview of the maintenance that had been performed on any given machine was very difficult. About 87 percent of the maintenance work we were doing was corrective and only 13 percent preventative. We didnt want a situation where technicians are waiting around with their toolboxes until something breaks we wanted to take a more proactive approach. The company also decided its old maintenance processes were too paper-heavy. The ABB plant in Ludvika has a large number of complex machines, so we have to repair and inspect many different components every day, continues Dan Petersson. We were generating over 40 individual invoices per day, which then had to be printed out and posted to a different site, where they were scanned into our clients financial system.
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Industrial Products
Business Benefits
Leverages real-time heuristics to identify the combinations of factors which lead to mechanical failures, helping engineers take action with predictive maintenance before faults arise. Increases the preventative-tocorrective maintenance ratio by 27 percentage points, maintaining greater than 95 percent availability for critical production-line machinery. Eliminates paper-based processes with automated electronic invoicing saving thousands of hours each year.

This was very frustrating for both sides; it made billing a very humanintensive process that created a large amount of bulky paper records, which could be damaged or misplaced. The company wanted to go paper-light and improve its proportion of corrective to preventative maintenance. In order to achieve this, ABB SEV needed to implement a customised, powerful and costeffective asset management solution that could streamline its workflow processes.
Building a partnership
When the time came to upgrade the old system, ABB SEV approached us to investigate the alternatives, says Gran Olausson, Key Account Manager for ABB Service at IBM Business Partner Sigma. We surveyed the products available on the market, and decided that IBM Maximo Asset Management was the ideal solution to help ABB SEV reduce its paper invoicing and achieve better information integration. With the help of Sigma and another external service provider, ABB SEV migrated its asset data to Maximo. Sigmas Project Manager really pushed the work forwards, and I was very impressed by his teams technical expertise, comments Dan Petersson. Many people underestimate the complexity of integration projects, but close collaboration with Sigma ensured everything went very smoothly. The biggest problem that ABB SEV wanted us to address was the excessive amount of invoicing generated by its legacy system, explains Gran Olausson. With the help of another external provider, we developed an integration platform for the companys SAP ERP systems. After a complex procedure, we linked both systems together electronically, meaning that the work order process now begins and ends in Maximo, with SAP automatically handling the invoicing aspects.
Smarter Maintenance
Smarter prioritization of asset management with Maximo

Instrumented Technicians on the ABB factory floor enter maintenance data about over 7,000 assets directly into Maximo, creating a complete history of all faults detected and maintenance work performed. Maintenance is now a seamless end-to-end process: Maximo work orders automatically create collective monthly invoices in the SAP ERP system and transmit them to the client for payment. ABB SEV can leverage real-time heuristics to identify the combinations of factors which lead to mechanical failures, and take action with predictive maintenance before faults arise.
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Industrial Products
Cutting out the paperwork Solution Components

Software

IBM Maximo Asset Management Sigma

Now the company uses Maximo as its asset management program, straight through processing and automation have been massively increased, helping ABB SEV to go paper light. Thanks to the IBM solution, our SAP and ERP systems are now electronically linked, says Dan Petersson. With Maximo, we can now send collective invoices to our customer at the end of every month, which has helped us cut down on timeconsuming administrative tasks. Likewise, because the two systems are connected, we no longer have to go through the laborious process of printing out individual invoices and scanning them into the SAP system manually; its all routed automatically to our SAP software, then on to the customer. Weve gone from 15,000 manually-processed invoices per year to just a few for external customers so as you can imagine, the cost savings are significant!
Currently, we have 7,000 unique production equipment items in Maximo. Using the Maximo Start Centers, we can drill down into the maintenance data to discover which individual machines have the highest maintenance costs, and make better decisions about how to increase availability while reducing expenditure.
Dan Petersson, Site Manager, ABB Service Ludvika
Enhancing maintenance processes

Savings from reduced invoice printing have not been the only benefit, however. The positive impact that the IBM Maximo solution has had on our maintenance processes is significant, continues Dan Petersson. Maximo required very little customisation, and we hardly had to change our process workflow at all. However, it has changed the way we work in a positive way. Were now able to analyse the information we enter into Maximo to deliver valuable insights that are helping us to identify root causes, predict faults, and prioritise our maintenance workload more effectively. Currently, we have 7,000 unique production equipment items in Maximo. Using the Maximo Start Centers, we can drill down into the maintenance data to discover which individual machines have the highest maintenance costs, and make better decisions about how to increase availability while reducing expenditure. For example, if a particular machine is old and keeps suffering expensive faults, we might recommend that the ABB plant should replace some of its key components, or even purchase a new machine. The more information we collect, the more were able to start seeing patterns in the data. By seeing what the common causes of breakdowns are, we can make suggestions that can prevent common faults occurring. In fact, we have such a rich base of statistics now that we have a member of staff dedicated to QlikView report analysis. The insights were getting are so useful, were planning to make more engineering resources available to analyse the data. This integration of information has had a dramatic effect on the proportion of corrective to preventative maintenance 40 percent is now preventative work based on predictions informed by Maximo, an increase of 27 percentage points.
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In all, I am extremely pleased with the IBM solution, concludes Dan Petersson. We now have a streamlined system that helps us maintain 95 percent technical availability across the site, and there are great prospects for further improvements to the cost-effectiveness of our asset management.

To learn more about IBM software, contact your IBM sales representative or visit ibm.com To learn more about ABB Service, visit www.abb.com. To learn more about Sigma, visit www.sigma.se/en.
Copyright IBM Corporation 2011. IBM Svenska AB SE-164 92 STOCKHOLM Sweden Produced in Sweden. October 2011. All Rights Reserved. IBM, the IBM logo, ibm.com, and Maximo are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of other IBM trademarks is available on the Web at Copyright and trademark information at http://www.ibm.com/legal/copytrade.shtml. Other company, product or service names may be trademarks, or service marks of others. References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Any reference to an IBM product, program or service is not intended to imply that only IBMs product, program or service may be used. Any functionally equivalent product, program or service may be used instead. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. IBM hardware products are manufactured from new parts, or new and used parts. In some cases, the hardware product may not be new and may have been previously installed. Regardless, IBM warranty terms apply. This publication is for general guidance only. Photographs may show design models. Please Recycle
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Brookhaven National Lab raises productivity using IBM solution

Smart is
The need
Brookhaven National Lab needed a facilities management solution to enable higher productivity and accurate budgeting data for a 52-acre facility with 348 buildings, and its own re and police departments.
Matter is breaking up at Brookhaven National Laboratory (BNL) but no one has to worry about xing it. Scientists are smashing gold ions together at the speed of light to see how their componentsquarks and gluonstake shape. The machine that does this is the rst that humankind has built to reveal what the universe looked like in its rst few moments. Elsewhere at BNL synchrotron radiation is probing the ne structure of matter. Armed with knowledge of how small particles interact, other scientists are fabricating new structures that might one day be used to provide energy. Its all in a days work for one of the Department of Energys crown jewels of scientic exploration. Peter Eternos goal is to take care of the 52-acre site in Upton, New York, so that scientists can do their work. Peter is manager of the Facilities Operations Center, which maintains the BNLs 348 buildings and their surrounding areas, which include 29 miles of paved roads and 12 miles of sidewalk. BNL has its own re and police departments. The BNLs 2,750 employees and 4,000 guest scientists must be kept warm in the winter and cool in summer. Peters job is to make sure that heat and cooled air are owing as needed as well as water, electricity and telecommunications. Facilities Operations has 700 employees engaged in keeping BNL working properly, including plumbers, electricians, sheet metal workers, steam tters, carpenters and cabinet makers, water treatment workers and all the other specialists who are needed to keep a small city working.
The solution
The lab chose an IBM Maximo Asset Management solution that enables automated workow and data tracking with enhanced reporting and mobile work management capabilities.
What makes it smarter

Automatically generating and tracking work orders and comparing the results against KPIs has enabled the maintenance staff to improve their productivity by 32 percent
The result
51 to 30 ratio of preventive to corrective maintenance indicates that the facility spends more time preventing emergencies than xing them.
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Business benets
32 percentage point increase in productivity (82 percent of work orders completed, up from 50 percent) 20 full-time employees repurposed to higher value tasks 240,000 USD saved in clerical work that has been eliminated by Maximo
To help him manage the department, Peter relies on IBM Maximo Asset Management for the workow that makes service calls efficient and timely, and for the preventive maintenance that helps him get the most value from the life cycle of the BNLs assets.
Thirty-two percentage point improvement in productivity

BNL moved to Maximo some years ago after having used Datastream MP2 for ve years. Datastream was good for printing out work orders, says Peter. But it was a client server application, and you had to come to where it was available. Maximo offers a computerized maintenance management system [CMMS] that is more of a management tool. Being web browser-based, all my managers and their trade people can access the data they need and perform better at their jobs. At rst the data presented a wake-up call. I saw that only 50 percent of work orders were being completed, says Peter. I started to use Maximo to manage my whole operation, all the workow and documentation involved in maintaining a physical infrastructure with an asset value of 1.6 billion USD. Maximo has been improved over the
Smarter facilities operations: Computerized maintenance management system boosts productivity and saves costs
Instrumented A PDA is used to indicate all defects that have to be xed, upload those in Maximo, generate work orders, generate assignments and track them over time Web browser-based solution connects staff with management and provides visibility into work management system and ability to analyze results In order to ensure that BNL is more proactive than reactive on repairs, all preventive maintenance is scheduled and performed using Maximo. BNL performs a total of 35,000 work orders per year, and of that 51 percent is preventive. Knowing how many work orders there are per facility, BNL is able to push workers towards the right facilities to keep BNL in the condition it has to be in according to what the Department of Energy determines is mission critical. The information received from Maximo is used to determine what buildings are demolished and replaced.
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Intelligent
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Software

IBM Maximo Asset Management IBM Maximo Mobile Work Manager
years, and the better the tool, the more you can use it to manage your operation. Now in the most recent year we completed 82 percent of work orders. Maximo has helped us improve our productivity by about 32 percentage points. All of the work is prioritized. Priority one work needs to be done within 48 hours, for instance, and priorities two and three have longer time frames. Using KPI modules in Maximo, Eterno tracks and trends the response time, costs and the number of work orders in each priority. I can go back from year to year through the KPIs and to determine what percentage of work orders in priority one are being completed and what is the average response time, says Peter.
VFA
Fifty-one percent preventive maintenance

In order to ensure that his department is more proactive than reactive on repairs, Peter makes sure that all preventive maintenance is scheduled and performed using Maximo. BNL performs a total of 35,000 work orders per year, and of that 51 percent is preventive. Corrective maintenance accounts for 30 percent and 19 percent is project work. You always want preventive maintenance to be higher than corrective because it means that youre not spending all your time putting out res, says Peter. Also, based on knowing how many work orders I have per facility, Im able to push my workers towards the right facilities to keep BNL in the condition it has to be in according to what the Department of Energy determines is mission critical. And we use information we get from Maximo to determine what buildings well demolish and replace. The Department of Energy requires facilities inspections to determine the condition of buildings. For this, BNA turns to IBM Business Partner VFA based in Boston, Massachusetts. VFA facility is the software tool used and VFAs service arm helps to actually perform the inspections. The information gathered through VFA inspections integrates with the Maximo tool through VFA AssetFusion.
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Saving 240,000 USD in clerical work
I use Maximo to manage my workow, look at my productivity and determine my budgets.

Peter Eterno, manager, Facilities Operations Center, Brookhaven National Laboratory
BNL uses Maximo to automate reporting to its internal stakeholders so that they have easy email access to information on the maintenance status of their buildings and can track that information by number and priority of service calls. Since Maximo interfaces with email servers, I can distribute the reports automatically, eliminating paper reports and getting out the work that otherwise would require four full-time employees at 60,000 USD each, or 240,000 USD annually, says Peter. Stakeholders also get much more timely information for making decisions.
Twenty full-time employees reassigned to higher value tasks

One of BNLs most recent successes is the implementation of IBM Maximo Mobile Work Manager to eliminate paper work orders and enable workers to input their own information when they are on the job. Formerly, workers used do the job, then write their comments down on a piece of paper, ll out a time card, and hand the paperwork over to a clerical person, says Peter. Data got lost and corrupted. People would forget how many hours they worked and hours were lost. Now the individual does the work and completes the work order on a PDA device. Im getting better data because the person who did the work enters the data. Not only does the mobile system provide more accurate data, it is also helping to improve the departments productivity because 20 full-time employees, who used to take paper work order forms from the eld staff and process them can now work on higher value tasks. Using Maximo Mobile, Peters staff is doing safety inspections. We can use the PDA to indicate all defects that have to be xed, upload those in Maximo, generate work orders, generate assignments and track them over time, he says. Im happy because I can see that our money is going into a higher level of productivity and better quality, says Peter. Does Maximo help? Without a doubt!
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The inside story: getting there Top-down and bottom-up support

BNLs decision to adopt a Maximo solution was a combination of top-down support from the CIO and head of Enterprise Applications, coupled with support from the Facilities Management team and the new end users. Representatives from all parts of the Laboratory participated in the decision making and vetting of these new solutions. The Lab sponsors were careful to show that the recommended new solutions would address both immediate business requirements while providing a foundation for future growth and innovative expansion.
Emphasizing the vision of a Laboratory-wide process engine

When considering its choice of a facilities management solution, the Facilities Management team brought senior management into the decision-making process and got buy-in for IBM Maximo Asset Management by presenting a strong case for system and process consolidation. They focused this case on an extensive review of Maximos capabilities to address their Tier 1 requirements. Part of these requirements included integration with the BNLs existing systems such as PeopleSoft HR. Senior management put a high value on the cost avoidance of a preintegrated solution, proven mobile solution architecture and consolidated infrastructure. Additionally, senior management found the vision of a Laboratory-wide process engine very attractive, giving them oversight and reporting into all processes related to safety inspections, corrective action tracking, facilities support activities, eet management and work management in the scientic program areas.
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Contact your IBM sales representative or IBM Business Partner, or visit us at: ibm.com/software/tivoli/products/maximo-asset-mgmt/ For more information on Brookhaven National Laboratory, visit:
www.bnl.gov
For more information on VFA, visit www.vfa.com Additionally, nancing solutions from IBM Global Financing can enable effective cash management, protection from technology obsolescence, improved total cost of ownership and return on investment. Also, our Global Asset Recovery Services help address environmental concerns with new, more energy-efficient solutions. For more information on IBM Global Financing, visit: ibm.com/nancing
Copyright IBM Corporation 2010 IBM Corporation Software Group Route 100 Somers, New York 10589 U.S.A. Produced in the United States of America August 2010 All Rights Reserved IBM, the IBM logo, ibm.com and Maximo are registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their rst occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at ibm.com/legal/copytrade.shtml Other product, company or service names may be trademarks or service marks of others. This case study is an example of how one customer uses IBM products. There is no guarantee of comparable results. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates
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TM
Covanta offers new approach to address worlds energy needs

Overview
The Need
Covanta needed a consistent approach to asset management and maintenance that would help it maintain its reputation for safety, environmental responsibility, reliability and operational efficiency.
Some scientists predict that if we stay on our current course we will irreversibly damage our planets environment within the next 30 yearsleading to serious economic, health and climate changes. Two of the biggest culprits: our continually increasing reliance on fossil fuels and the escalating volume of refuse created. But as the world faces a growing industrialized populationexpected to increase 50 percent in next 30 yearswhat can be done?
The Solution
Covanta worked with IBM to implement an asset management and maintenance system that increases the ratio of preventive to corrective maintenance and enables the sharing of best practices across facilities.
Turning waste into watts

For executives at Covanta Energy, the answer is in taking trash and turning it into clean, renewable energy. This environmentally sustainable approach to waste disposal offers signicant benets to the global communityreducing the volume of waste by 90 percent and eliminating one ton of carbon dioxide for every ton of waste processed. Covanta owns and/or operates 64 energy generation facilities including 45 Energy-from-Waste (EfW) facilities. Covanta-operated facilities convert more than 20 million tons of trash annually into 9 million megawatt hours of electricity and 10 billion pounds of steam sold to a variety of industries. The companys facilities have converted more than 340 million tons of trash into energy, generating enough clean, renewable energy to power 20 million homes a year and offsetting approximately 340 million tons of greenhouse gasesthe equivalent of planting nearly 8 billion trees.
What Makes it Smarter

Ability to correlate thousands of points of data from sensors helps staff to uncover potential problems and implement repair strategies before safety, environmental compliance and operations are compromised.
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Creating world-class operations Business Benets
400 percent increase in preventive/ proactive work orders, enabling staff to stay ahead of asset failures Achieved a record average facility availability of 91.6 percent with some facilities attaining 96 percent availability 10 percent reduction in total downtime hours (both scheduled and unscheduled) with a 22 percent reduction in unscheduled downtime Received OSHA Voluntary Protection Program Star site status at 32 Covanta facilities1
Given the companys commitment to address some of the worlds most critical challenges, its no surprise that for company executives how Covanta operates is as important as what it does. Our facilities have a well-earned reputation for their commitment to safety, environmental excellence, reliability and efficiency, says Steve Toth Jr., CMRP, Vice President, Maintenance/Asset Reliability, Covanta Energy. This is signicant given that the Energy-from-Waste industry is very closely monitored and regulated by many groups and government agencies. To gain this reputation the company has made signicant investments in its asset management and maintenance program. Our goal is to deliver the safest, environmentally compliant and most reliable performance, says Toth. It creates condence for our clients and for the industry. So how we manage and maintain our assets requires a proactive approach that enables us to predict issues before they affect our operations. Covanta currently works with IBM to help it maintain and manage assets across its facilities. Through the use of IBM Maximo Asset Management software, the company has a single platform from which to manage its more than 53,000 enterprise assets, their conditions and work processes along with nearly 100,000 inventory items. These assets include everything from cranes and combustion chambers, to generators and cooling systems, to air quality controls and environmental management systems.
Smarter Utilities:
Maintaining safety, compliance and reliability

Instrumented Asset and maintenance data, including work orders, asset conditions, inventory, and more is captured and tracked from a single platform. Covanta asset and maintenance staff can share job plans, preventive strategies, inventory strategies and best practices across all facilities, saving potentially thousands of hours of work. The solution correlates thousands of data points to help staff to identify trends and implement preventive strategies before operations are affected.
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Solution Components:
Software
IBM Maximo Asset Management
The use of IBM Maximo Asset Management software is helping us achieve our mission of generating clean renewable energy and a sustainable future for our client communities.
Steve Toth Jr., CMRP, Vice President, Maintenance/Asset Reliability, Covanta Energy
The company maintains about 19,000 preventive maintenance work orders and 12,500 job plans in IBM Maximo Asset Management software, processing about 230,000 corrective and preventive maintenance work orders annually. Relevant documentssuch as equipment photos, manuals and materials listsare attached to each work order so maintenance crews have all necessary information at their ngertips. Financial information stored in Oracle PeopleSoft software is integrated with the system so staff can track costs over the lifetime of each asset. Doing so enables the company to determine whether its more cost-effective to repair or replace a particular asset. This integrated approach was critical if the company was to efficiently and effectively manage all its facilities. The use of IBM Maximo Asset Management software is helping us achieve our mission of generating clean renewable energy and a sustainable future for our client communities, says Toth. Weve acquired different facilities over the years, each having different manufacturers, different congurations and different business approaches. Maximo enables us to manage all the different pieces and parts and share best practices across our facilities. We easily save hundreds, if not thousands, of hours preventing people from reinventing the same work.
Predicting problems before they impact operations

According to Toth, a huge challenge in managing any type of facility is making sense of all the data to identify possible patterns or trends. With IBM Maximo software this job has become easier. For example, facilities staff has to track more than 6,000 vibration data points alone on critical rotating assets, such as turbine generators, induced and forced draft fans, and pumps. Any variation from normal vibration patterns could signal an issue that if left unchecked could cause equipment outages and affect combustion, air quality control and environmental management processes. IBM Maximo Asset Management software helps engineers to consolidate and correlate these data points to uncover any abnormal or unexpected conditions before the equipment even displays a problem. Corrective work orders can then be dispatched and tracked through the system to help staff conrm resolution.
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Last year alone, we realized a 10 percent reduction in total downtime hours (both scheduled and unscheduled) with a 22 percent reduction in unscheduled downtime.
Steve Toth Jr.
Likewise, the software has helped Covanta staff to correlate data from different facilities to pinpoint failures of specic parts under certain environmental conditions or identify assets that have a high failure rate. This insight is critical in supporting the companys new Root Cause Analysis Program, which helps staff to track any issues and develop and implement strategies to prevent recurrence. In fact, over the last two years, the company has grown its proactive programs about 400 percent. And because new information is added daily, staff can accurately assess which strategies are working and where program enhancements are required. The companys safety and environmental compliance programs have both beneted from Covantas preventive maintenance program. As a participant in OSHAs Voluntary Protection Program (VPP)32 of its facilities are currently OSHA VPP Star sites with more being added Covanta uses IBM Maximo software to manage safety-related work along with VPP certication requirements. From an environmental perspective, continuous monitoring of emissions is critical for Covanta to meet its air quality and permit requirements. IBM Maximo software not only supports routine testing of air quality control equipment to help conrm compliance but also enables staff to manage corrective procedures when necessary. With IBM Maximo Asset Management software, we can make better business decisions that help us to improve the reliability of our operations while reducing costs, says Toth. Last year alone, we realized a 10 percent reduction in total downtime hours (both scheduled and unscheduled) with a 22 percent reduction in unscheduled downtime. This helped us to achieve a record average availability of our facilities of 91.6 percentwith some facilities achieving 96 percent availabilityeven as we processed a record 16.22 million tons and increased our throughput capacity to 19 million tons of waste. I could not imagine achieving this without Maximo and a world-class team of professionals.
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Reducing inventory costs

With more than 100,000 inventory items, valued at tens of millions of dollars, it can be difficult to ensure that the right parts are at the right location at the right time. To help facilitate this, Covanta uses IBM Maximo software to link its inventory parts with the corresponding assets so technicians can easily view what parts are needed and where they are located. Whats more this process has helped the organization to identify a number of extra or obsolete parts that have been sitting on the shelves for many years. In the last six months alone, weve been able to reduce our inventory value upwards of 8 percent, which represents a signicant dollar value that goes directly to the bottom line, says Toth. IBM Maximo software continues to pay for itself many times over.
A model for continuous improvement

Toth emphasizes that while considerable benets have been realized to date, its only the tip of the iceberg. Work is underway at Covanta to automatically feed testing, diagnostic and log data directly from equipment sensors into IBM Maximo softwarereplacing manual processes and enabling the company to move from a time-based to a conditionbased maintenance program. Predened action plans will then trigger work orders when equipment is operating outside of normal specications or when conditions dictate (e.g., changing engine oil on an asset after a certain number of runtime hours). Additionally, new handhelds using IBM Maximo Mobile Work Management will help operators capture and access information in the eldsaving time and increasing staff productivity. And this is just the beginning. IBM Maximo is an extremely powerful platform, explains Toth. We started using the basic capabilities and are now providing our teams with access to many more modules. This will put us in a strong position to continue to improve our operationsmaximizing protability while ensuring the safety, reliability and availability of all our facilities.
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To learn more about how IBM can help you transform your business, please contact your IBM sales representative or IBM Business Partner. Visit us at:
ibm.com/tivoli
For more information about Covanta Energy, visit:

www.covantaholding.com
Copyright IBM Corporation 2010 IBM Corporation 1 New Orchard Road Armonk, NY 10504 U.S.A. Produced in the United States of America April 2010 All Rights Reserved IBM, the IBM logo, ibm.com, Smarter Planet, the planet icon, Maximo and Tivoli are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. These and other IBM trademarked terms are marked on their rst occurrence in this information with the appropriate symbol ( or ), indicating U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at
Other company, product, or service names may be trademarks or service marks of others. This case study illustrates how one IBM customer uses IBM products. There is no guarantee of comparable results. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.
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As of January 2010.
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IBM Rochester, MN implements solution for Smarter Buildings

Gains economic, operational and environmental benets
Smart is...
Integrating building, infrastructure and enterprise systems to promote sustainable and cost-effective operations.
Through a joint effort of IBM Global Business Services, IBM Software Group and IBM Alliance Partner Johnson Controls, IBMs solution for Smarter Buildings delivers new economic, operational and environmental benets to IBM facilities. The integration of asset and service work-order management with energy and sustainability management analytics is a key enabler for reducing energy use and carbon emissions, and for sustaining these reductions. A ve percent year-over-year incremental energy savings is expected for a facility that has undergone years of energy efficiency improvements, and observations in the pilot indicate an eight percent annual savings from the equipments operating costs.
With rising energy costs and the overall economic environment, commercial property owners are faced with a signicant challenge: maintaining reliability and efficiency of their facilities while demonstrating environmental responsibility. Its a challenge that IBM is all too familiar with. IBM operates hundreds of facilities in support of its global operations. Over the years, the company has taken a leadership role in implementing energy conservation and building management practices that promote sustainable and cost-effective operations. Today, using its solution for smarter buildings, IBM is gaining a new level of economic, operational and environmental benet. Weve been focused on energy management for many years, says John DeMarco, director, Real Estate Operations for IBM. From an operational perspective, weve made many targeted investments in energy efficiency. We have installed high-efficiency instrumentation as well as advanced sensor and metering technology along with undertaking a long list of other conservation actions. Weve also educated employees on how changes in the way they work could have a big impact on reducing the demand for energy. To continue to achieve year-over-year improvement in conservation, you have to develop new and innovative approaches. We need to capture data and effectively communicate new insights that change behaviors and that is what the solution for smarter buildings delivers.
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Business benets
The solutionwhich combines the companys software, research and services expertise together with industry-leading business partnersenables IBM to better achieve the following:
Reduces energy consumption and carbon emissions with an estimated ve percent year-over-year incremental energy savings for a facility that has undergone years of continuous energy efficiency improvements Delivers an eight percent annual savings from the equipments operating costs based on pilot program observations Improves asset reliability and longer asset lifespan Decreases operational costs by streamlining problem diagnosis and resolution and improving staff productivity
Manage energy use, lower costs and decrease emissions by monitoring and analyzing heat, air conditioning and power consumption Maintain equipment proactively, identifying emerging problems and trends to prevent breakdowns and conrm that critical assets will work as needed Lower maintenance and building management costs and extend asset life through preventive maintenance, greater insight into asset conditions and automated notication when assets are performing outside of specications
IBMs Rochester, Minnesota campus is one of the rst IBM campuses to benet from this new capability. The Rochester campus consists of 3.2 million square feet of space and has over 35 interconnected buildings, including manufacturing facilities, testing labs, office buildings and a worldwide data center. It is the sixth-highest energy user in IBMs global facilities portfolio, making it an ideal location to launch this program.
Smarter Buildings:
New insight, analytics drives sustainability and savings

Instrumented Sensors, meters and instruments monitor operations of facility assets, energy use, equipment conditions, systems performance and environmental conditions The integration of instrumentation, metering, control systems and asset management systems gives a top-down and bottom-up view of facility performance, energy use and costs, and carbon footprint Advanced analytics detect and diagnose faults, deliver insight into how to save money, and help staff predict problems before building performance and occupants are affected
Interconnected
Intelligent
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Software

IBM Mashup Center IBM Maximo Asset Management solutions IBM Tivoli Access Manager IBM Tivoli Data Warehouse and Monitoring IBM Tivoli Netcool/OMNIbus Johnson Controls Metasys Building Management System Johnson Controls Sustainability Manager/EnNet Johnson Controls Dashboard & Mash-Up Widgets
The driving force behind Rochesters installation of the solution was to reduce energy and maintenance costs, says Bob Maroo, manager, Global Process Optimization, Real Estate Site Operations (RESO), IBM. The solution for smarter buildings enables us to see cost reduction opportunities faster and helps us to improve the overall efficiency and reliability of our assets.
Integrating information leads to new insight

The solution, implemented by IBM Global Business Services, IBM Software Group and IBM Alliance Partner Johnson Controls, integrates an enormous amount of data from the Johnson Controls Metasys building management system, electrical meters, IBM Maximo Asset Management software and outdoor temperature and humidity gauges. The data is consolidated into a common repository for effective, intelligent analytics and decision making. The initial phase of the project integrates information from 87 of the sites largest and most heavily used air handling units as well as lighting and perimeter heating in three buildings. It provides insight into valve and damper positions (e.g., open or closed), motor operations, temperature and speed, and other equipment and environmental parameters. During the second phase of the project, staff will expand this implementation to include operational data from a total of 254 air handling units. Future phases will incorporate data from hundreds of other facility assets, including boilers, compressors, chillers, pumps, steam traps and air cooling towers.
Services
IBM Global Business Services Smart Buildings solution implementation IBM Software Group Johnson Controls Systems & Integration Services Johnson Controls Energy & Sustainability Solution Services
Johnson Controls
The solution for Smarter Buildings will help us nd and address opportunities that were previously invisible to us.
John DeMarco, Director, Real Estate Operations, IBM
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The only thing were going to be limited by is our imagination. The solution for Smarter Buildings has a lot of power, and the more rules we develop the more productivity we can drive.
Bob Maroo, Manager, Global Process Optimization, Real Estate Site Operations, IBM
Data analytics and optimization software measure and record operational performance against standards (rules), highlighting variances as they occur. If a variance is detected, a service request is automatically generated and the appropriate personnel are notied. For example, if the outside air temperature is above 70 degrees and a heat valve is open on one of the air handlers, thus heating a building unnecessarily, maintenance staff can be quickly alerted and dispatched to resolve the issue. Previously, maintenance staff would only become aware of this issue when a building tenant called to complain about the temperature. Comprehensive dashboards provide corporate and site managers, engineers and maintenance staff with real-time visibility into operations. Integrated security and single sign-on capabilities help conrm that staff members can only access the information pertinent to their area of responsibility. We have excellent instrumentation at our location, says Maroo. With the solution, we can now interconnect our data and add intelligence to better manage our resources, improve the reliability of the building and optimize the use of energy.
Improving operational productivity

The integration of asset and service work-order management with energy and sustainability management analytics is a key enabler for reducing energy consumption and carbon emissions, and for sustaining these reductions over time. In fact, the organization estimates a ve percent year-over-year incremental energy savings for a facility that has undergone years of continuous energy efficiency improvements.
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It has been a tremendous team effort. Each team member from IBM and Johnson Controls brings something to the table. Its a great example of how bringing together the right expertise can enable innovation.
Bob Maroo
Additionally, initial observations of the equipment in the pilot have indicated an eight percent annual savings from the equipments yearly operating costs. However, it is important to note that IBM has very mature energy and equipment management processes. A company with less mature processes could experience higher savings. Maintenance productivity will also be realized as the quality of the overall infrastructure improves. The organization is now able to systematically monitor and benchmark asset performance in ways that will add new insight into how to enhance maintenance productivity. As a result, facility personnel can identify opportunities sooner than they would normally nd them, and in many cases, they are nding opportunities that may have never been detected. The solution for smarter buildings will help us nd and address opportunities that were previously invisible to us, says DeMarco. Over time, we expect to enhance our energy management system, as well as gain maintenance productivity through better information and less diagnostics.
Improving asset reliability and lifespan

While energy savings is a key goal, the solutions ability to prevent asset failures is also a top priority. There are a number of critical spaces in our buildings, including data centers and manufacturing lines, says DeMarco. Energy savings is important, but maintaining high reliability and uptime of our critical spaces is our rst priority. Our business requires uninterrupted services from our building management process.
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Through the solution, maintenance staff is automatically alerted of any emerging problems so they can take action before operations are impacted. For example, if a motor on one of the data centers air handlers is running hot, the system immediately issues a work order so maintenance staff can check the system and resolve the problem before the motor stops running. Work orders include detailed information for faster problem resolution and identify the severity of problems based on the type of space and potential impact on IBM operations. We have a better understanding of how our equipment is operating, which helps us extend the life and improve the reliability of these assets in a very efficient and cost-effective way, says Maroo.
Identifying trends across geographies

The solution also provides IBM management with the information needed to spot opportunities to reduce costs and optimize productivity across facilities worldwide. The management team will be able to take periodic snapshots of facility activity and do benchmarking across facilities, says DeMarco. If we see a particular alarm in Rochester all the time but we dont see it anywhere else, well be able to debug and correct that condition faster.
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The inside story: Getting there

A strategic vision. In April 2010, the Real Estate Site Operations team met in Somers, New York with IBMs management team to discuss how IBM could expand its work to create sustainable and smarter infrastructuresboth internally and for its customers. The result of that meeting was a commitment to install its rst customer-ready solution for smarter buildings at IBMs headquarters in Armonk, New York and its manufacturing and development facility in Rochester, Minnesota. Our view is that this is an area where we can continuously improve, says DeMarco. While weve done a lot in terms of facilities management and we are competitively positioned in this area, we are constantly trying to advance our capabilities to the next level. Teamwork drives success. Software architects, developers and engineers from IBM Global Business Services, IBM Software Group and IBM Alliance Partner Johnson Controls worked collaboratively from initial planning to integration and implementation of the software components. It has been a tremendous team effort, says Bob Maroo. Each team member from IBM and Johnson Controls brings something to the table. Its a great example of how bringing together the right expertise can enable innovation. Start small. Think big. According to Maroo, the initial phase of the project was limited in scope to prove the value and gain local working knowledge of the solution. The organizations long-term goal is to signicantly expand the installation in both the amount of equipment managed as well as the number of analytic rules to fully leverage the solutions capabilities. The only thing were going to be limited by is our imagination says Maroo. The solution for smarter buildings has a lot of power, and the more rules we develop the more productivity we can drive. We see many new opportunities emerging from the solution.
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To learn more about the combined solution for smarter buildings offered by IBM and Johnson Controls, contact your IBM or Johnson Controls representative or your IBM Business Partner, or visit:
ibm.com/ibm/servicemanagement/industry/us/en/ smarter_buildings.html or www.johnsoncontrols.com
Copyright IBM Corporation 2011 IBM Corporation 1 New Orchard Road Armonk, NY 10504 U.S.A. Produced in the United States of America March 2011 All Rights Reserved IBM, the IBM logo, ibm.com, Lets build a smarter planet, smarter planet, the planet icons, Maximo and Tivoli are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. These and other IBM trademarked terms are marked on their rst occurrence in this information with the appropriate symbol ( or ), indicating U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at
Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.
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IBM Software Tivoli
Energy and Utilities
Abu Dhabi Water and Electricity Authority (ADWEA)

Reduces annual maintenance plan by about 40 percent
The need Overview
Abu Dhabi Water and Electricity Authority United Arab Emirates
Solution components
IBM Maximo Asset Management IBM Maximo for Oil and Gas IBM Maximo for Utilities
Abu Dhabi has seen a lot of growth in the past few years, says Mustafa Aziz, Abu Dhabi Water and Electricity Authority (ADWEA). Our power and water demand has increased about 7.5 percent year-on-year for the past several years and we are projecting the same demand in the coming years. ADWEA is embarking on a concept called Smart Utility, which will seek integration of technology into the power generation, distribution and transmission side so we make sure that we efficiently dispatch the power and fulfill the needs of our customers.
The solution
Maximo 7 [IBM Maximo Asset Management] is based on state-ofthe-art technology and it provides us with a platform where we can integrate other systems through a service oriented architecture framework, says Aziz. The integrations are very easy and the data information exchange is going to be very easy.
We have used [IBM] Maximo to optimize our field workforce manpower utilization and reduce our annual maintenance plan. The annual maintenance plan has been reduced around 40 percent.
Mustafa Aziz, Abu Dhabi Water and Electricity Authority
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We have gone out into various business units which are traditionally non-Maximo oriented, says Aziz. The foremost is the health, safety and quality groups within the company and we are rolling out Maximo Oil and Gas in a utility for incident management, incident tracking and change process management. We have used Maximo for Utilities and we have rolled out the CUE [Compatible Unit Estimating] functionality in that area of the business. Maximo is one of the biggest systems which touches a lot of users in Abu Dhabi Water and Electricity Authority.
Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America December 2011 IBM, the IBM logo, ibm.com, Maximo, and Tivoli are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the Web at Copyright and trademark information at www.ibm.com/legal/copytrade.shtml Other company, product, or service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided as is without warranty of any kind, express or implied. In addition, this information is based on IBMs current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software. Please Recycle
The benefit
The biggest benefit is documentation of information and we have used Maximo to optimize our field workforce manpower utilization and reduce our annual maintenance plan, says Aziz. The annual maintenance plan has been reduced around 40 percent.

To learn more about IBM enterprise asset management solutions, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli/asset-management
TIC14208-USEN-00 165
IBM Software Tivoli
ZON Multimedia
Achieving a 98 percent reduction in network events for improved customer service
ZON Multimedia is the leader of the pay TV market in Portugal and the countrys second largest Internet provider, with 1.554 million TV clients, and 725,000 broadband and 844,000 xed-line customers (third quarter 2011). The company is also Portugals leading provider of triple-play solutions, offering multiple services across several platforms: cable, satellite and mobile.
Overview
ZON Multimedia Lisbon, Portugal www.zon.pt
Solution components
IBM Tivoli Composite Application Manager IBM Tivoli Monitoring
The need
Disparate systems and manual processes made it difficult for ZON IT staff to proactively recognize infrastructure problems before customers were impacted and to quickly identify the root cause of service issues. Whenever our engineering team bought a new network element, it came with its own management platform, says Rui Ferreira, service director for ZON Multimedia. We had nearly 10 different windows to monitor and received 1,000 critical alarms and 8,000 major alarms per week on average. It made it impossible to focus on what was really important.
IBM Tivoli Netcool/OMNIbus IBM Tivoli Netcool/Impact IBM Tivoli Network Manager
The solution
Working with IBM, ZON is moving to an Integrated Service Management model for its data center. We are starting with fault and performance management to construct the necessary foundation, explains Ferreira. We then are moving to service quality management and customer experience management.
With Tivoli software, we now receive, on average, only 22 critical events and 100 major events per week, a nearly 98 percent reduction from before.
Rui Ferreira, Service Director, ZON Multimedia
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The solutionwhich is based on IBM Tivoli Network Manager, IBM Tivoli Netcool/OMNIbus, IBM Tivoli Netcool/Impact and IBM Tivoli Monitoring automatically correlates, consolidates and enriches infrastructure events, displaying them on a single dashboard. This gives operational staff the visibility needed to rapidly identify and resolve emerging problems before customers are affected. Built-in automation enables the system to automatically restart network or server components if certain conditions are met. Early notication of emerging problems allows staff to proactively plan and schedule maintenance for greater control of service quality. Integration of event and trouble ticket information enables staff to trace the history of a ticket to the actual event for a more accurate assessment regarding outage times and service performance. With Tivoli software, we now receive, on average, only 22 critical events and 100 major events per week, a nearly 98 percent reduction from before, says Ferreira. This permits our network operations team to focus on the events that matter and better utilize our rst- and second-line staff to reduce costs. In selecting IBM Tivoli software, ZON evaluated the total cost of ownership (TCO) between its existing HP installation and the IBM solution. We compared three options, says Ferreira. If we maintained our current solution, if we upgraded the current solution, and if we migrated to IBM. The TCO showed the IBM solution to be most favorable in terms of reducing operating and capital expenses. A signicant concern in implementing any new solution is training time for employees. According to Ferreira, the IBM platform also offered a faster return on investment in terms of training. We measured the time staff needed to learn about the basic principles of each platform, says Ferreira. With the IBM platform, the time to train a new person was reduced from six months to just one month, with new team members able to solve nearly 90 percent of incidents presented.
Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America December 2011 IBM, the IBM logo, ibm.com, Netcool, and Tivoli are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the web at Copyright and trademark information at ibm.com/legal/copytrade.shtml Other company, product and service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided as is without warranty of any kind, express or implied. In addition, this information is based on IBMs current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software.
The benet

98 percent reduction in the number of events each week 80 percent decrease in training time along with a reduction in operational and capital expenses Improved customer service with the ability to proactively plan and schedule maintenance to maintain signal and distribution quality
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To learn more about Integrated Service Management solutions from IBM, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli
TIC14207-USEN-00 167
Smarter Planet Leadership Series
Amsterdam Airport Schiphol:
Smarter baggage handling helps passenger volume take off.
Mark Lakerveld, Senior Manager of Baggage, Amsterdam Airport Schiphol
Its a cold evening in a recently completed baggage hall within Amsterdam Airport Schiphol and Mark Lakerveld, the airports Senior Manager of Baggage, is hoping all is well. Tonight, his main focus is not on whether passenger luggage is flowing as it should through Europes fifth busiest airport in terms of international passenger traffic, although thats never far from his mind. Instead, Lakerveld is hoping that the hundred plus guests he is hosting at this after-hours gathering are well fed on a meal he had a hand in preparing. The occasion is payback for a job well done, directed to the extended team responsible for getting the new facilitythe latest in a series of baggage control process initiativesfully operational under a tight time frame. The guests come from nearly every part of Schiphols operation, which reflects how tightly baggage management is interwoven with other key airport processes.
Leadership Spotlight
As top baggage manager at Amsterdam Airport Schiphol, Mark Lakerveld plays a key role in keeping travelers flying through this bustling hub, happily connected to their luggage. With rapid growth on Schiphols horizon, Lakerveld is also driving a major effort to increase baggage processing capacity on the strength of intelligent routing and optimization.
How Schiphol got smarter

As part of a broad transformation program aimed at increasing process capacity to 70 million passenger bags annually, Schiphol implemented a baggage management solution that can trace any luggage item through the pipeline in real time. Intelligent business rules and alerting tools give Schiphols handlers the ability to better manage capacity. By building intelligence into its baggage management processes, Schiphol has in effect gained a license to grow.
Lets Build a Smarter Planet
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Keeping the connection

A major source of Schiphols passenger volumeindeed, the key to its vision of becoming Europes preferred airportis the handling of transfer passengers, those making connections to other destinations. Compared with origin/destination baggage (that which has Schiphol as either the origin or final destination), the handling of transfer flight baggage presents a whole new level of complexity. Fundamentally, no matter what the flight, baggage management is all about preventing the connection between passengers and their bags from breaking. In the case of transfer flights, baggage from one flight generally has to be taken to several different connecting aircraft, often within a very short timespan. This combination of orchestration and tight timeframes makes transfer baggage inherently more complex to handle. Schiphol and KLM recognized that the systemic nature of the process challenge meant that as passenger volume increasedan important business goal for both partiesthe problem of baggage capacity would only be exacerbated. They realized that only a systemic solution would resolve this critical capacity constraint and remove the most significant barrier to their long-term passenger growth from a baggage point of view. In short, Lakerveld explains, its only through a structural, sustainable increase in baggage processing capacity that Schiphol can gain a license to grow as a major hub airport in Europe.
In short, Lakerveld explains, its only through a structural, sustainable increase in baggage processing capacity that Schiphol can gain a license to grow as a major hub in Europe.
The benefits of Schiphols smart baggage management solution

40% increase in baggage handling capacity, enabling Schiphol to handle 70 million baggage items per year with the same physical footprint predicted for the future 80% increase in hourly baggage handling capability (from 5,000 bags to 9,000 bags) Improved quality of performance and improved physical working conditions for baggage handlers
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Rethinking the baggage flow

With joint resolve, Schiphol and KLM worked together to reenvision the baggage management process. Underpinning their efforts was the recognition that the fragmentation of baggage management into separate and discrete process segmentswith Schiphol, KLM and their suppliers each, in essence, controlling their own turfmade intelligence-based optimization practically impossible. The key was to proactively manage the baggage processing flow to mitigate the effect that peaks and valleys can have on process efficiency. The team realized that for such an orchestration to occur, process integration and collaboration of all the key playersspanning the entire process flowwas absolutely essential. For anyone who has spent time in an airport, its fairly easy to distinguish between a passenger racing frantically to his gate to make a connecting flight and a connecting passenger with plenty of time to kill in the airport lounge. One passenger is in the fast lane, so to speak, and the other in
Reaching out
Beyond any technical issues, the most important prerequisite for making the 70 MB program a success was forging a close relationship between Amsterdam Airport Schiphol and KLM. We needed to move beyond and collaborate on how to improve baggage performanceand ultimately succeed together. Mark Lakerveld, Senior Manager of Baggage, Amsterdam Airport Schiphol
Leadership is:
no rush at all; most others fall somewhere in the middle. Schiphols innovation was to introduce this same concept to the parallel realm of moving baggage. By using real-time sensors, managers would be able to trace the location and status of a baggage item at any point in the flow, thus easily identifying bags at risk of missing close connections. Intelligent routing rulesthe other key element of Schiphols smart baggage visionwould then compare an items current status to where it needs to be to make a connecting flight, and then automatically direct it to the appropriate pathway.
Get employee engagement early and keep it

With the new solution impacting nearly every role in the baggage management process, it was essential for management and the employees to be working toward the same vision. Its really important for everyone to believe in the new concept were embracing. We need to emphasize its benefits as well as the consequences for all employees for controllers, for security and maintenance people, for everyone. Mark Lakerveld
Lessons learned:
A new era of closeness

Schiphols smart baggage initiative was part of a broader, multiyear program known as 70 MB, aimed at increasing the airports capacity to 70 million passenger bags annually. Only by adopting a smarter baggage handling solution could Schiphol achieve its growth ambitions. Working together to achieve the 70 MB objectives was only the first in a series of joint initiatives that marked a new era in Schiphols relationship with KLM. Governance is crucial, with a joint baggage steering committee meeting every two weeks to discuss operational performance indicators, share 70 MB program updates, and make joint decisions on issues related to 70 MB implementation. To Lakerveld, though, the spirit of togetherness is best captured in the subtle details of the airports everyday activities. We consider our really close contact with KLM to be a key success factor, explains Lakerveld. Our
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control rooms are next to each other. My operations manager is in close contact with his KLM counterpart, and our operational people are in continuous contact with theirs. Were seeing the same things and speaking the same language. Rob Holdorp, Schiphols Strategic Advisor for baggage handling process and systems, likes to point out that there are two worlds in an airportthe world that the passenger goes in, and the world of processes like baggage handling. By making the latter more efficient and optimized, Schiphols smart baggage solution makes the world of passengers a more satisfying place. One dimension of this is the prevention of baggage mishandling, the bane of connecting passengers. Staff in Schiphols operational control room can see a color-coded bag in imminent danger of missing its connecting flight and automatically direct that bag along the fastest path to the waiting aircraft. Thats the benefit of prevention. Perhaps the most important way the solution has increased Schiphols baggage handling capacity is by enabling a fundamental shift in the process model. The inherent disadvantage of the traditional push modelunder which flight arrivals trigger the movement of baggage through the processis the effect of flight cyclicality, which produce peaks and valleys of activity. In addition to the difficulties of workforce optimization, a peak-prone process flow can also exacerbate bottlenecks. 70 MB implemented new technology that better supports efficient use of available capacity and introduces innovations like the robot and baggage buffers, which change the way the crew operates the baggage process. Schiphol: The parameters of smarter baggage processing Instrumented
Sensors track the luggage of connecting flights, enabling real-time traceability at all points in the connection pipeline.
Interconnected
The solution seamlessly integrates data from Schiphols own systems as well as from airlines and third-party ground services providers.
Intelligent
By comparing a bags location with underlying routing rules, Schiphol can identify potential problems and keep bags from missing their owners connecting flights.
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Its really important for everyone to believe in the new concept were embracing, says Lakerveld.
Because it provides intelligence on where bags need to be in the process, Schiphols smart baggage solution enables controllers to focus on the flow of bags through the process and efficiently manage the available capacity. By alleviating bottlenecks and enabling the more balanced deployment of labor resources, the peak shaving enabled by the solution increases Schiphols baggage processing capacity.
Schiphols smart baggage management solution includes
Software
IBM Rational Software: DOORS, ClearCase, ClearQuest, RequisitePro, SoDA, Software Architect, CQTM, IBM Tivoli: Composite Application Manager for Applications, Monitoring, Storage Manager, Access Manager for Operating Systems
Getting all airline and airport personnel on board

When asked about the projects important lessons, Lakerveld doesnt have to think long and hard. One answer, he says, is the importance of engaging early and deeply with all employees on not just the broad benefits of the project, but on its immediate consequences for them. Its really important for everyone to believe in the new [smart baggage management] concept were embracing, says Lakerveld. Another is the importance of training all employees from the earliest stages of the project, and doing so in the most hands-on way possible. We needed to give training in different areas to make sure all employees are able to work accordingly. Employees were to be trained about managing a robot to handle the baggage process for them and thus grow to be an operator/director instead of loading the bags themselves. Other employees needed to be trained into managing the baggage flow instead of managing the system, like they used to do. Were not talking about sending [employees] to a room with a PowerPoint presentation, says Lakerveld. They have to train in an on-the-job setting to really learn the new system and be successful. Airline pilots have flight simulators to learn the ins and outs of new aircraft in a realistic, yet safe and controlled environment. For Schiphols baggage employees, the equivalent tool is a virtual test and training environment that accurately simulates the experience of using the new solution, including the ability to perform the kind of what-if simulations that Lakerveld views as especially valuable. To Lakerveld, the takeaway is clear: I look at Schiphols relationship with KLM as a poignant symbol of how bringing processes together and making them smarter can transform and improve both companies and make life better for their customers in the process.
Servers
IBM System p5, System x
Services
IBM GBS Aviation Competence Center, IBM Global Technology Services

Please contact your IBM sales representative or IBM Business Partner. Or visit us at: ibm.com/smarterplanet
Copyright IBM Corporation 2011 IBM Corporation 1 New Orchard Rd. Armonk, NY 10504 U.S.A.
Produced in the United States of America. March 2011. All Rights Reserved. IBM, the IBM logo and ibm.com are trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at Copyright and trademark information at www.ibm.com/legal/a Other company, product or service names may be trademarks or service marks of others. This case study illustrates how one IBM customer uses IBM products. There is no guarantee of comparable results. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. Please Recycle
Lets Build a Smarter Planet
ODC03201-USEN-00
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Leverages rail system and network transparency to keep trains on schedule
Transporting over 800,000 passengers and more than 220,000 tons of cargo each day, Schweizerische Bundesbahnen (SBB), or Swiss Federal Railways, is easily considered the nations leading transportation company. The organization maintains 3,011 kilometers of track that connect more than 800 rail stations. And the business is Switzerlands fourth-largest employer, with nearly 28,000 employees. To maintain railway tracks and the overall transportation infrastructure, SBB also maintains a large construction organization that engages in roughly 5,000 construction programs each year.

Berne Switzerland Travel & Transportation www.sbb.ch
Trying to manage 3,000 kilometers of track is a particularly daunting task. But, by leveraging our new IBM solution, were able to see our entire infrastructure clearly and respond to problems before they can affect our operations.
Martin Schaeren, Head of BU Service Management, Swiss Federal Railways (SBB)
The Need
Smooth operations are essential for SBBs 9,000 trains a day, which rely on different technologies and interaction with multiple stakeholders, including a large telco provider and a power company. Existing monitoring systems were inefficient: in 2005 a one day system problem stranded nearly 200,000 passengers, costing almost US$5 million. A more aggressive service management strategy was needed to prevent future events of this type.
The Solution
SBB, along with Alcatel-Lucent, developed a service management solution using IBM technology to provide a comprehensive view of the clients overall infrastructure. IBM Tivoli Netcool monitors status of IT and physical assets - including switches and sensors - throughout the clients network that connects over 800 train stations and rail lines. And, automated diagnostics and alerts systems reduce the likelihood of future outages.
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What Makes it Smarter Solution Components

IBM Tivoli Netcool Omnibus IBM Tivoli Netcool Impact IBM Tivoli Business Services Manager IBM Tivoli Network Manager IBM Tivoli Monitoring IBM Business Partner Alcatel-Lucent

Delivers customizable user interfaces that increase network transparency, and helps support staff to be better informed about infrastructure health Leverages proactive management and automated alert systems to recognize and repair more than 50 percent of issues before they can impact operations Increases the availability of SBBs train network by approximately 2,000 minutes per month - therefore saving approximately US$2.3 million each year

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Copyright IBM Corporation 2010 IBM Corporation 1 New Orchard Road Armonk, NY 10504 U.S.A. Produced in the United States June 2010 All Rights Reserved IBM, the IBM logo, ibm.com, Netcool and Tivoli are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the Web at Copyright and trademark information at ibm.com/legal/copytrade.shtml Other company, product or service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided as is without warranty of any kind, express or implied. In addition, this information is based on IBMs current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software. Please Recycle TIC14121-USEN-00
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IBM Software Tivoli
Industrial Products
Hgans reduces its backup window by more than 95 percent

Enabling continuous data protection for key systems with a leading-edge storage solution from IBM and H2O Data
Hgans AB has its headquarters in the town of Hgans in northwest Skne County, Sweden. Founded in 1797, the company today employs just over 1,600 people across 15 countries. Twelve production plants produce the dust iron and metal powder products that have made Hgans a world-leader in metal powder technology. Hgans produces high-quality products and develops new applications for metal powder in collaboration with customers worldwide.
Overview
Business challenge
Hgans existing backup window exceeded 24 hours, which made it difficult to support key ERP systems at the companys Swedish headquarters. The company wanted an improved backup timeframe and easier recovery procedures. It also wanted to improve its disaster recovery capabilities to help maintain business-critical operations in the event of a systems outage.
The data security challenge

Hgans was concerned that its backup and recovery procedures were not sufficiently robust to support the companys business-critical systems. In particular, the recent centralisation of key ERP systems to Hgans Swedish headquarters made it necessary to rapidly address the issue of backup at the company. To maintain business continuity it was crucial that we had the infrastructure in place to recover mission-critical data in the event of a systems outage, said Peter Blomgren, CIO, Hgans. However, the timeframe for backup with our previous solution was more than 24 hours, and recovering more than 80 VMware servers from tape would have taken even longer. Both the backup and the recovery process needed to be significantly streamlined to enable us to restore normal operations quickly without incurring major downtime and loss of data. In addition, Hgans felt that its previous backup solution was not delivering good value for money. Backup processes required a high degree of administrative input from our IT staff, said Blomgren. Whats more, backup reliability levels were low and did not correspond acceptably with the licensing costs we were paying. With 17 terabytes of stored data and a growing storage landscape, Hgans also required a backup solution that would provide the necessary scalability to handle increasing data volumes in the future.
Solution
Working with H2O Data, an IBM Business Partner, Hgans implemented IBM Tivoli Storage Manager FastBack. The solution enables Hgans to perform frequent incremental snapshot backups of more than 80 VMware servers. The data is stored on a local disk storage system, and also mirrored to H2O Datas data centre for disaster recovery and tape archiving purposes.
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IBM Software Tivoli
Industrial Products
Selecting IBM Tivoli Storage Manager Fastback Business Benefits

Cuts backup window by more than 95 percent from over 24 hours to less than one. Enables better data protection and easier disaster recovery by replicating data off-site. Reduces administrative workload, allowing IT staff to concentrate on more business-oriented tasks.
After considering a number of options, Hgans decided to implement IBM Tivoli Storage Manager FastBack. Hgans asked IBM Business Partner H2O Data to carry out a proof-of-concept to test the efficiency of the new backup process, the results of which convinced the company to opt for the IBM solution. When compared to alternative solutions, IBM Tivoli Storage Manager FastBack offered the most appealing package, said Blomgren. The solution runs well with our existing infrastructure and provides the scalability we will need as our server and storage landscapes continue to grow. We had already successfully collaborated with IBM before on other projects and we have been impressed with the level of support we have received from both IBM and H2O Data during the Tivoli FastBack implementation process, said Blomgren. The H2O Data team has considerable expertise in this kind of solution, and have also allowed us to leverage their own data centre as a disaster recovery site. With the implementation of IBM Tivoli Storage Manager FastBack, Hgans backup process has been entirely transformed. Instead of moving data directly to tape, H2O Data helped Hgans connect more than 80 existing VMware ESXi servers to three IBM System x 3650 M2 servers running the Tivoli software. These servers now collectively handle all backup processes by moving snapshots of each virtual server onto an IBM System Storage DS3200 disk system. IBM Tivoli Storage Manager FastBack has enabled Hgans to perform backups incrementally only copying new or changed data instead of performing a full backup each time. Once a day, this data is also replicated to a second DS3200 at the H2O Data site in Malm, using the FastBack Disaster Recovery replication function over a highspeed internet link.
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IBM Software Tivoli
Industrial Products
Solution Components
Software

IBM Tivoli Storage Manager FastBack IBM System x 3650 M2 IBM System Storage DS3200 H2O Data
With IBM Tivoli FastBack we have been able to create a full disaster recovery capability in the town of Malm, said Blomgren. If storage systems at our own data centre were to fail, we could now potentially run our key systems direct from Malm over an internet connection. The company currently keeps the 24 most recent generations of its backup data on the disk systems. Earlier generations of backup data are moved onto tape and, in the long-term, will be retained in an IBM Tape Library. Recovery procedures are tested every two weeks by H2O Data staff. In addition to the companys vital ERP systems, its Microsoft Exchange email servers are also business-critical for Hgans staff. Tivoli Storage Managers FastBack for Exchange function helps to safeguard these systems by providing continuous data protection for Microsoft Exchange environments. Tivoli Storage Manager FastBack for Exchange can restore entire mailboxes or even just individual items such as emails and calendar entries, said Blomgren. Users who are prone to accidently erasing emails are particularly pleased with this function.
Servers


Tivoli Fastback has reduced our backup window from over a day to well under an hour. The solution can also restore applications in a matter of minutes.
Peter Blomgren, CIO, Hgans
Closing the backup window

The implementation of IBM Tivoli Storage Manager FastBack has greatly reduced vulnerability to prolonged downtime at Hgans Swedish headquarters, thus significantly decreasing the risk of disrupted business operations. Tivoli Fastback has reduced our backup window from over a day to well under an hour, said Blomgren. The solution can also restore applications in a matter of minutes. In the event of a system failure, our users will be able to get back to work more quickly with the applications they need. We will even be able to continue running our systems from the disaster site while data is restored to the main site in the background.
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The implementation of IBM Tivoli Storage Manager FastBack has streamlined Hgans backup processes. Its backup environment is now almost entirely disk-based, reducing the need to purchase and manage physical tape storage. In addition, the use of both the local data centre and an off-site facility has maximised the protection of key data.
From a financial standpoint Tivoli FastBack is proving to be a costeffective solution, said Blomgren. Licensing costs are no higher than they were for our previous solution, but levels of security and reliability have improved a lot. Consequently we are getting much better value for money. As an additional benefit, our technical specialists have commented that backup administration is now much easier to manage. As a result, our IT staff who used to work on backup have become more productive in other, more business-oriented areas. The successful introduction of IBM Tivoli Storage Manager FastBack to Hgans Swedish headquarters has led to plans to roll out the solution to other Hgans plants and offices. In addition, the company is planning to carry out a proof-of-concept for its Belgian site, with a view to eventually rolling out Tivoli FastBack to all global sites within the Hgans group.
IBM Svenska AB SE-164 92 STOCKHOLM Sweden Produced in Sweden May 2011 All Rights Reserved IBM, the IBM logo, ibm.com, System x, Tivoli and Tivoli Storage Manager FastBackare trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of other IBM trademarks is available on the Web at Copyright and trademark information at: ibm.com/legal/copytrade.shtml. Other company, product or service names may be trademarks, or service marks of others. IBM and H2O Data are separate companies and each is responsible for its own products. Neither IBM nor H2O Data makes any warranties, express or implied, concerning the others products. References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Any reference to an IBM product, program or service is not intended to imply that only IBMs product, program or service may be used. Any functionally equivalent product, program or service may be used instead. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. IBM hardware products are manufactured from new parts, or new and used parts. In some cases, the hardware product may not be new and may have been previously installed. Regardless, IBM warranty terms apply. This publication is for general guidance only. Photographs may show design models. Please Recycle

To learn more about IBM software, contact your IBM sales representative or visit: ibm.com To learn more about products, services and solutions from H2O Data, visit: www.h2odata.com
TIC14179-SEEN-01 179
Computer Services
Digital Medics GmbH answers the demands of its distributed medical imaging solution with IBM technology
Overview
The need
Digital Medics created an end-to-end highresolution medical imaging system, which is a major advancement on current solutions that can only handle scaled-down versions of large data sets. The new solution called for a scalable IT infrastructure that could cope with the increased demand in storage and processing power.
Headquartered in Dortmund, Germany, Digital Medics GmbH develops innovative solutions in the field of medical image processing and visualization for medical imaging. VivoLab is the companys revolutionary new diagnostic tool designed to enable radiological specialists to interact with images directly using a pen-enabled display. Innovative solutions such as these help healthcare professionals to rapidly deliver high-quality diagnoses and reduce overheads. Every solution implemented by Digital Medics GmbH is bundled with monitoring and maintenance, ensuring clients are fully supported in their journey towards an end-to-end high-resolution imaging workflow.
The solution
Digital Medics and IBM created an elastic private cloud, which can be easily scaled to handle very high peaks in workload. The cloud runs in a virtualized Linux environment supported by IBM BladeCenter technology. IBM System Storage DS8300 and TS3100 systems are used for data storage, configured by IBM Tivoli Storage Manager.
Dealing with the data explosion

Image data sets produced by the current generation of medical imaging devices increased up to a factor of 16 to 320 when compared to data sets produced by older generation devices. The increase can be attributed to higher-resolution images, e.g. for multi-slice-CTs, on the one hand and to the addition of functional data, e.g. for PET/CT, on the other. These advancements also called the data explosion, come with disadvantages as well as benefits. Physicians in hospitals and practices are flooded with images and are forced to adapt the everyday diagnostic routine to this rapid change in technology. Being confronted with low performance image viewing software at the frontend and a backend originally developed for handling a fraction of the images produced nowadays, physicians take the fastest way out of this dilemma by reducing the size of the produced data sets, before they are transferred to the image archiving and distribution system. Digital Medics identified three areas that needed improvement to enable an end-to-end high-resolution workflow. These were enhancing image transfer through networks with varying characteristics, performance at the backend and user frontend, and tools at the user frontend for advanced analysis of large-scale data.
The benefit
By providing the ideal support for Digital Medics medical imaging solution, the IBM infrastructure contributes to impressive cost savings for clinicians, with one hospital client estimating savings of up to 300,000 EURO a year. Advanced data compression and automated storage management cut data storage costs by more than 50 percent.
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Computer Services
Designed for Data

Images are stored as thin slices in the archive, downloadable at high speed by clinicians as high-resolution medical images from anywhere onsite. IBM Tivoli Storage Manager configures data storage, handling tens of terabytes to optimize use of resources and ensure very high system responsiveness. The IBM BladeCenter HS22, IBM Tivoli Storage Manager and Linux operating system together comprise a data retention stack, which provides the ideal platform to meet the expected peaks and troughs, offering unparalleled versatility and performance. Exceptional scalability enables Digital Medics to quickly and easily expand capacity or processing power by simply plugging in an additional storage bay or BladeCenter blade server. Digital Medics has created a private cloud solution for one of its largest clients. Rather than invest in fixed hardware capacity, when demand for diagnostic imagery rises, the IBM Tivoli Storage Manager software and the Red Hat virtualization layer automatically deploy greater resources to ensure continuous high-performance service delivery. The storage location of each study in this multi-site environment is hidden from the user, as migration logic is handled by the cloud itself. Leveraging cloud computing techniques masks the complexity of the underlying components, dynamically optimizing both storage and data processing. Digital Medics has developed a groundbreaking medical imaging solution. By selecting IBM hardware as the platform of choice, Digital Medics offers clients superb reliability and flexibility, replacing physical systems with high-speed visual diagnostics and visualization dedicated to improving patient outcomes.
Tuned to the Task

A key to succeeding in its goal was to find a suitable hardware infrastructure that could keep pace with the challenging demands posed by this high-resolution workflow. The huge volumes of data involved in processing, storing and distributing medical images meant that an exceptionally high-performance platform was required. Moreover, the selected IT solution needed to offer excellent levels of stability and availability, as any interruption or delays to a medical imaging service could have serious consequences for patients health. With the demand for medical images impossible to predict and constantly fluctuating, high levels of flexibility and scalability were also called for. Specifically, the company needed to select the correct infrastructure to meet the requirements of a key client: the German clinical center Evangelische und Johanniter Klinikum Niederrhein (EJK), which has four locations in Duisburg, Oberhausen and Dinslaken. Aiming to boost efficiency and continuity of service, EJK wanted to consolidate its different radiological systems into a single, fully digitized solution. Digital Medics planned to create a private medical imaging cloud, accessible by all of EJKs healthcare professionals from anywhere onsite.
Managed with Cloud Technologies

Choosing IBM solutions

Digital Medics selected the IBM BladeCenter HS22 server as its platform of choice due to its unparalleled flexibility and performance. At EJK, the company deployed two IBM BladeCenter HS22 blade servers running the Red Hat Linux Enterprise operating system at the clinics computing center located at the Heart Center in Duisburg. Acting as a nerve center for Digital Medics innovative radiological imaging system, the unique design and in-built versatility of the IBM BladeCenter technology optimizes performance of the software. An IBM System Storage DS8300 disk system was implemented, with data archived to IBM Tape Storage TS3100, introducing multiple layers of failover for added resiliency. The IBM System Storage DS8300 offers integrated virtualization capabilities based on leveraging logical storage volumes. As a result, Digital Medics clients can benefit from the efficiencies of consolidation, without sacrificing the ability to tailor resources to the workload.
Driving Innovation

Exceptional scalability
Digital Medics recommends that all clients who run the companys solution select IBM technology. Since demand for medical images varies unpredictably along with the number of diagnoses per year, it is impossible to predict the capacity required, making the easy scalability of IBM BladeCenter technology a major selling point. For example, during the project with EJK, Digital Medics was able to quickly and easily expand capacity three times by simply plugging in an additional blade server or an additional storage bay.
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Computer Services
Solution Components
Software

IBM Tivoli Storage Manager Red Hat Enterprise Linux
Servers
IBM BladeCenter HS22 IBM System Storage DS8300 IBM System Storage TS3100

The blade servers are connected to cost-effective Lenovo x86 servers in each of the hospital sites, housing a local cache for images. The complexity of migrating data from one site to another is hidden from the user and triggered on-demand, whenever a user requests the data at the frontend. Each site works mainly on its local cache, where copies of recently archived or accessed studies are stored in Digital Medics proprietary compression format. Data that cannot be found by the local cache is transparently requested from the main server at the computing center. This request is then locally forwarded to the IBM Tivoli Storage Manger middleware, which automatically handles local migration from tape archive to local discs, if necessary. IBM Tivoli Storage Manager supports advanced service management capabilities, masking the complexity of the underlying infrastructure and automating resource configuration. This ensures easy management for solution providers like Digital Medics, enabling them to focus on core competencies with the tools to work most effectively at their fingerprints. By offering healthcare professionals at EJK access to a private medical imaging cloud, the clinical center benefits from increased efficiency and consistency of operations across all locations.
Contributing to higher-quality patient care

The IBM solution drives rapid access to high-resolution medical images, helping healthcare professionals increase the quality of diagnoses. By providing access to a greater range of medical images at a higher resolution, physicians are given the tools they need to make more accurate diagnoses and best select a treatment plan for patients. Diagnosing patients faster and more accurately leads to shorter waiting times and faster recovery. Both these factors contribute to shorter patient stays, enabling doctors to treat more people, cutting down on the cost of treating each patient while enhancing the quality of treatment. As a result, patients are more satisfied and the hospital can do more with limited resources. Hospitals which are replacing printer-based systems with the Digital Medics visualization system make even larger savings with EJK estimating it will save up to 300,000 EURO a year as a result of the project. Specifically, advanced data compression and automated storage management cut data storage costs at EJK by more than 50 percent.
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To learn more about smarter computing from IBM and how we can help you integrate, automate, protect and transform your IT, contact your IBM sales representative or IBM business partner, or visit:
Copyright IBM Corporation 2012 IBM Deutschland GmbH 71137 Ehningen Deutschland ibm.com/de IBM sterreich Obere Donaustrasse 95 1020 Wien ibm.com/at IBM Schweiz Vulkanstrasse 106 8010 Zrich ibm.com/ch Produced in Germany January 2012 IBM, the IBM logo, ibm.com, Tivoli, BladeCenter and System Storage are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of other IBM trademarks is available on the Web at Copyright and trademark information at: ibm.com/legal/copytrade.shtml. Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Any reference to an IBM product, program or service is not intended to imply that only IBMs product, program or service may be used. Any functionally equivalent product, program or service may be used instead. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. IBM hardware products are manufactured from new parts, or new and used parts. In some cases, the hardware product may not be new and may have been previously installed. Regardless, IBM warranty terms apply. This publication is for general guidance only. Photographs may show design models. Please Recycle
BLC03083-DEEN-00 183
IBM Software Tivoli
Telecommunications
A Large European Telecommunications Company

Reducing energy costs by 25 - 50 percent
What data should be placed on which storage devices? As storage managers know, the answer depends on many factors and, overtime, application behavior changes may make initial data placement decisions no longer valid. This is a signicant issue for companies like this large European telecommunications company, which maintains about 25 petabytes of data. Previously 90 percent of the companys SAN data was stored on Tier 1 storage devices. The remainder was placed on Tier 2 devices. The companys storage architecture team was constantly challenged to conrm that they were providing the right storage for the right needs. Often, by default, staff placed data on high-level storage systems, which was very expensive. This is why as the companys storage managers implemented a virtualized storage environment using IBM System Storage SAN Volume Controller, they sought greater insight into how storage systems were being used so they could optimize data placement.
Overview
The need
When storage managers for this European telecommunications company implemented a virtualized storage environment, they sought greater insight into how storage systems were used so they could optimize data placement.
The solution
Working with IBM, company operators gained an early warning of potential performance and capacity issues and the visibility needed to improve storage allocation.
The benet
Decreased energy costs by 25 - 50 percent; reduced storage costs by decreasing amount of data in Tier 1 storage from 90 percent to 20 percent; decreased spending on new Tier 1 storage arrays; reduced application placement time from one month to one day
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IBM Software Tivoli
Telecommunications
Improving storage allocation Solution components:

Hardware
IBM System Storage SAN Volume Controller
The IBM team listened to the companys requirements and, with assistance of the IBM Competence Center in Montpellier, France, developed the Storage Tiering Activity Reporter1 (STAR) to help monitor the capacity and performance of magnetic storage devices and virtual disks and optimize data placement decisions. As part of IBM STAR, IBM Tivoli Storage Productivity Center collects and analyzes statistics from IBM System Storage SAN Volume Controller, including input/output (I/O) per second, storage space capacity and I/O response times (in milliseconds). This Integrated Service Management solution for the data center provides the companys storage operators with early warnings of potential performance and capacity issues based on predened thresholds (e.g., if storage space capacity reaches 95 percent or write I/O response times exceeds 50 percent of targets). With greater visibility into how data is used and actual infrastructure load, operators can make better decisions regarding storage tiering allocation for initial and ongoing data placement. Early results proved to be quite successful. Migration of data is optimized and operators have the information they need to correctly manage data placement and better utilize storage capacity. Only 20 percent of data was kept on Tier 1 devices; 50 percent was maintained on Tier 2 devices; and 30 percent could be moved to less expensive Tier 3 storage arrays.
Software
IBM Tivoli Storage Productivity Center
Services
IBM Global Technology Services Server Services, Storage and Data Services, Maintenance and Technical Support Services IBM Software Premium Support IBM Storage Tiering Activity Reporter1 (STAR)
The main benet has been cost savings by reducing capital expenses, decreasing energy consumption by 25 - 50 percent, and avoiding unnecessary investment in new high-level storage arrays.
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IBM Software Tivoli
Telecommunications
Greater agility and reduced costs
With greater visibility into how data is used and actual infrastructure load, operators can make better decisions regarding storage tiering allocation for initial and ongoing data placement.
How has this visibility helped this telecommunication provider? The main benet has been cost savings by reducing capital expenses, decreasing energy consumption by 25 - 50 percent, and avoiding unnecessary investment in new high-level storage arrays. In addition, the SAN infrastructure virtualization project, supported by IBM Global Technology Services staff, drastically increased storage operation agility. The time to deliver storage for applications was reduced from one month to one day and staff can decommission a storage array in only a few weeks instead of multiple months, without going through the change process and stopping applications.

To learn more about IBM storage solutions, please contact your IBM sales representative or IBM Business Partner, or visit the following website: ibm.com/tivoli You can get even more out of Tivoli software by participating in independently run Tivoli User Groups around the world. Learn about opportunities near you at: www.tivoli-ug.org Additionally, nancing solutions from IBM Global Financing can enable effective cash management, protection from technology obsolescence, improved total cost of ownership and return on investment. Also, our Global Asset Recovery Services help address environmental concerns with new, more energy-efficient solutions. For more information on IBM Global Financing, visit: ibm.com/nancing
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Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America August 2011 All Rights Reserved IBM, the IBM logo, ibm.com, System Storage and Tivoli are trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their rst occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at ibm.com/legal/copytrade.shtml Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.
1
IBM Storage Tiering Activity Reporter is offered by IBM Global Technology Services in select countries.
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TIC14196-USEN-00 187
IBM Software Tivoli
Computer Services
PEER 1 Hosting
Grows backup storage service by 800 percent with IBM data protection solution
PEER 1 Hosting is one of the worlds leading IT hosting providers. The company is built on two obsessions: Ping & People. Ping, represents its commitment to best-in-breed technology, founded on a high performance 10Gb FastFiber Network connected by 17 state-ofthe-art datacenters, 21 points-of-presence and 10 collocation facilities throughout North America and Europe. People, represents its commitment to delivering outstanding customer service to its more than 10,000 customers worldwide, backed by a 100 percent uptime guarantee and 247365 support.
Overview
PEER 1 Hosting Vancouver, British Columbia, Canada www.peer1.com

IBM Tivoli Storage Manager IBM Tivoli Storage Manager for Databases Cristie Bare Metal Recovery

The need
For Tim Varma, Vice President of Product Development at PEER 1 Hosting, nding a cost-effective data protection solution nearly four years ago was critical in helping the company meet client needs and maintain protability. Because PEER 1 Hosting used numerous backup solutions across its data centers, data backup and recovery performance varied, operational costs were high and different skill sets were needed to manage the disparate systems.
Cristie Softchoice Corporation
The solution
Working with IBM, PEER 1 Hosting implemented IBM Tivoli Storage Manager software to deliver a reliable, world-class disk-based data backup and recovery solution that differentiates the company in the marketplace. It chose IBM Tivoli softwareconsolidating several competing solutionsdue to the softwares progressive incremental backup feature, which backs up only les that have changed or that are new. This helps reduce disk space and eliminates unnecessary data transfers that impact network and CPU performance. Having incremental forever technology enables us to offer customers a quality backup solution while reducing disk requirements, says Varma. Our data change was about 8 percent a day versus having to do full backups.
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If we had not implemented Tivoli Storage Manager, Id estimate we would have needed two to three times more people to support our current clients.
Tim Varma, Vice President, Product Development, PEER 1 Hosting
Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America August 2011 All Rights Reserved IBM, the IBM logo, ibm.com and Tivoli are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the web at "Copyright and trademark information" at ibm.com/legal/copytrade.shtml Microsoft and SQL Server are trademarks of Microsoft Corporation in the United States, other countries, or both. Other company, product and service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided as is without warranty of any kind, express or implied. In addition, this information is based on IBMs current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software.
Over the years, PEER 1 Hosting has expanded its data protection service. IBM Tivoli Storage Manager for Databases enables the company to provide clients with hourly backups of their Microsoft SQL Server databases. In the event a client experiences a complete server failure, Cristie software is integrated with Tivoli Storage Manager to automate server recovery, with the recovery process taking about an hour for each machine. With IBM, weve reduced backup failure rates from up to 50 percent to less than ve percent, decreased restore failure rates from a high number to nearly zero and improved performance levels by 40 percent, says Varma. IBMs exible software licensing models allowed PEER 1 Hosting to simplify server fees, charging customers per gigabyte of storage space consumed instead of per server processor. The gigabyte licensing model enables our customers to easily understand what theyre paying for and reduces the overhead required to manage contracts, says Varma.
The benet
By standardizing its data protection service on IBM Tivoli storage management solutions, PEER 1 Hosting has been able to command a strong lead in its market. Using IBM Tivoli Storage Manager, weve been able to outpace our competitors, says Varma. Weve grown capacity by 250 percent and grown revenue from backup storage services by 800 percent. At the same time, the solution has helped PEER 1 Hosting reduce operational costs. We only need four engineers to support more than 3,600 servers, says Varma. If we had not implemented Tivoli Storage Manager, Id estimate we would have needed two to three times more people to support our current clients. Weve experienced a lot of efficiencies and weve been able to pass the cost savings onto our customers.
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To learn more about IBM storage solutions, please contact your IBM sales representative or IBM Business Partner, or visit the following website:
ibm.com/tivoli
TIC14191-USEN-00 189
IBM Systems and Technology Group Case Study
Consumer Products
Danone standardises on IBM storage for the UK and Ireland

Building a manageable, cost-effective and energyefficient virtualised storage hub with IBM and Transputec
The Danone Group operates in four major markets: fresh dairy products, waters, baby nutrition and medical nutrition. In the UK and Ireland, these four business units are represented by group subsidiaries, located at five main sites. Historically, each of the subsidiaries had built up its own IT infrastructure, explains Irek Zielinski, IT Manager for Danone UK and Ireland. However, in 2007, when Danone acquired Royal Numico, the group decided on a new, more integrated approach to IT. Each region would have an IT hub that provides a standardised infrastructure to all regional business units. For the UK and Ireland hub, one of the top priorities in meeting this objective was to redesign the storage landscape.
Overview
Business challenge
Danone had built and inherited a variety of different storage solutions at five data centres across the UK and Ireland. The company saw an opportunity to significantly reduce costs and simplify management by standardising on a single storage platform.
Solution
Danones UK team worked with Transputec, an IBM Premier Business Partner, to design and deploy a new virtualised storage area network based on IBM SAN Volume Controller, IBM System Storage DS5020 disk systems and TS3310 tape libraries, and IBM Tivoli Storage Manager. The solution virtualises new and existing disk storage systems, enabling the company to pool its resources and make more efficient use of storage capacity.
A heterogeneous storage landscape

The existing storage infrastructure was based on SAN hardware from several different vendors and located at five different data centres, which made it difficult for the new IT hub to manage efficiently. Moreover, the hardware at one of the data centres was reaching the end of its four-year renewal cycle, so the IT team needed to decide on a replacement quickly. At corporate level, Danone has nominated IBM as its preferred hardware supplier, comments Irek Zielinski. And within our team at the UK and Ireland hub, we have many years experience with IBM servers and storage, so we were confident that an IBM solution would be the right option for us. The next step was to find a partner that could help us design a solution suitable for the size and requirements of our business. Thats where Transputec came in.
Finding the right partner

Transputec is an IBM Premier Business Partner that specialises in providing end-to-end infrastructure solutions for both mid-sized and large companies. With long experience and deep expertise across a wide range of industry verticals, Transputec delivers the right combination of servers, storage, software and services to enable clients to meet their business objectives.
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Consumer Products
Business Benefits

Reduces the complexity of the storage environment and simplifies supplier management, potentially delivering seven-figure cost savings over three years. Simplifies storage management for all SANs within the main data centre, and will ultimately provide a single point of control for all five Danone data centres in the UK and Ireland. Supports faster, more dynamic allocation of storage resources, enhancing business agility. Enables re-use of older systems as tier two and three storage, avoiding additional hardware investments. Delivers more than 30 percent greater energy efficiency within a more compact physical footprint, saving data centre space and cutting electricity costs.
For the UK and Ireland organisation, we needed a solution that would meet a mid-range budget while still delivering enterprise-level flexibility and performance, says Irek Zielinski.
Thinking outside the box

When we put out a request for proposals, most of the respondents suggested traditional storage solutions, continues Irek Zielinski. These might have delivered the capacity we needed, but wouldnt have given us more flexibility or ease of management. Transputec was the only one to think outside the box and recommend IBM storage virtualization technologies. The Transputec proposal centred around an IBM virtualised disk solution a combination of IBM SAN Volume Controller and IBM System Storage DS5020 disk systems that gives companies everything they need to get started with storage virtualisation. Transputec also recommended installing a pair of IBM System Storage TS3310 tape libraries, and using IBM Tivoli Storage Manager to optimise tape backup and restore processes. The great advantage of Transputecs proposal was that it would immediately simplify storage procurement and maintenance, comments Irek Zielinski. Instead of multiple vendors with different technologies and maintenance contracts, we would have one company IBM supplying all the hardware and software, and one company helping us with implementation and support. This would help us save significant costs over the medium to long term.
Rapid results
The Danone UK and Ireland team decided to go ahead with an initial implementation to replace the aging HP EVA SAN at its data centre in Ealing. The new solution uses a combination of fibre channel and SATA disks to provide the optimum combination of price and performance: business-critical applications use the fast fibre channel disks, while the SATA drives are used for cost-effective file storage and smaller applications. So far we have seen very encouraging results in terms of performance, and the new hardware is also much more compact and over 30 percent more energy-efficient than our previous equipment, says Irek Zielinski. In addition, since the whole landscape is virtualised, we can actually make full use of the capacity were not stuck with pockets of space trapped in different silos. Looking at the solution overall, we get better performance and more capacity within a smaller physical footprint with lower electricity costs. So its an upgrade in every respect.
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Consumer Products
Looking to the future Solution Components

Software

IBM SAN Volume Controller IBM Tivoli Storage Manager IBM System Storage DS5020 IBM System Storage TS3310 Transputec
Servers


He adds: The exciting part of the project, however, is the next phase. IBM SAN Volume Controller can be used to virtualise all kinds of storage systems even if they are not from IBM. When we have implemented it at our other four data centres, it will provide a fully standardised central point of control for all the UK and Ireland SAN landscapes. This will greatly reduce storage management workload and help us improve business agility, without necessarily requiring much additional investment in new storage hardware. At the very least, we will be able to reassign our existing storage systems for tier two and three storage, and just purchase some new IBM hardware to handle tier one applications.
This solution from IBM and Transputec provides an excellent foundation for the future growth of our operations in UK and Ireland, and is a key component in aligning our operations with Danone Groups corporate IT strategy.
Irek Zielinski, IT Manager for Danone UK and Ireland
Significant return on investment

Once the rollout to the remaining sites is complete, Danone expects to see significant return on investment over the next three years. Above all, this solution from IBM and Transputec provides an excellent foundation for the future growth of our operations in UK and Ireland, and is a key component in aligning our operations with Danone Groups corporate IT strategy. By moving from decentralised infrastructures to a more coherent and standardised IT hub concept, we will be able to deliver more and better IT services with greater flexibility and at significantly less cost.
About Transputec
Founded in 1984, Transputec combines excellence in insights, relationships and innovations to drive businesses forward. Transputec manages IT services, develops tailor-made solutions, and supplies hardware and software to international clients in a diverse range of sectors, including commerce, finance, communications, construction, logistics and government.

To learn more about IBM storage solutions, contact your IBM sales representative or visit: ibm.com/systems/storage To learn more about products, services and solutions from Transputec, visit: transputec.com
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Copyright IBM Corporation 2011 IBM United Kingdom Limited PO Box 41 North Harbour Portsmouth Hampshire PO6 3AU Produced in the United Kingdom June 2011 All Rights Reserved IBM, the IBM logo, ibm.com, System x, System Storage and Tivoli are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of other IBM trademarks is available on the Web at Copyright and trademark information at: ibm.com/legal/copytrade.shtml. Other company, product or service names may be trademarks, or service marks of others. IBM and Transputec are separate companies and each is responsible for its own products. Neither IBM nor Transputec makes any warranties, express or implied, concerning the others products. References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Any reference to an IBM product, program or service is not intended to imply that only IBMs product, program or service may be used. Any functionally equivalent product, program or service may be used instead. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. IBM hardware products are manufactured from new parts, or new and used parts. In some cases, the hardware product may not be new and may have been previously installed. Regardless, IBM warranty terms apply. This publication is for general guidance only. Photographs may show design models. Please Recycle
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