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Abstract
Managing IT costs requires repeatable and measurable processes such as the best practices for service level management (SLM) documented in the IT Infrastructure Library (ITIL). Central to the ITIL best practices are the service management processes. These are subdivided into the core areas of service support and service delivery.
This IBM Redbook takes a top-down approach that starts from the business requirement to improve service management. This includes the need to align IT services with the needs of the business, to improve the quality of the IT services delivered, and to reduce the long-term cost of service provision. It focuses on how clients accomplish this by implementing SLM processes supported by IBM Tivoli Service Level Advisor and IBM Tivoli Business Systems Manager.
For IT managers and technical staff who are responsible for providing services to their customers, use this IBM Redbook as a practical guide to SLM with IBM Tivoli products. It takes you from a general outline of SLM to specific implementation examples of banking and trading that incorporate the Tivoli monitoring products.
Table of contents
Part 1. Fundamentals
Chapter 1. Introduction to service level management
Chapter 2. General approach for implementing service level management
Chapter 3. IBM Tivoli products that assist in service level management
Chapter 4. Planning to implement service level management using Tivoli products
Part 2. Case study scenarios
Chapter 5. Case study scenario: IRBTrade Company
Chapter 6. Case study scenario: Greebas Bank
Appendix A. Service management and the ITIL
Appendix B. Important concepts and terminology
Appendix C. Scripts and rules used in this book