I firmly believe that the next generation of Business Service Management (BSM) will consolidate, integrate and leverage Business Transaction Management (BTM), End User Experience (EUE), Real User Experience (RUM) and Application Performance Management (APM) solutions and their respective domain data and information.
While the simplistic definitions of what BSM is still hold true, the value of understanding each of these domain areas is critical to the business and should be to emerging IT operations organizations who are maturing beyond resource management and IT silos to a true end-to-end service management methodology.
The ITCAM for Transactions v7.x product and broader ITCAM family provides industry leading depth and breadth across any large enterprise IT environment. I haven’t come across anyone’s portfolio that covers more than what Tivoli’s does today. The “manager of managers (MoM)” concept that we’ve had tremendous success with in the event management space is similarly replicated with the ITCAM for Transactions v7 product’s ability to consume, consolidate and stitch together complex transaction level information across a multitude of technology domains and IT organization silos. For more insight into BTM, check out some of the information and podcasts available here.
As part of ITCAM for Transactions v7.1 FP2, the ITCAM development team has developed an initial foundation for integration and data exchange between ITCAM and TBSM v4.2. This integration leverages all of the latest model and resource build capabilities of our DLA based integration as well as our new ITM Data Fetcher capability to bring in the relevant metrics and KPI’s from the backend ITCAM (ITM) systems. All of this is used to underpin and drive a basic example of an operations dashboard where business transaction information such as availability, performance, quality, etc. and the supporting IT infrastructure component relationships are displayed.
From this foundation, it would be very easy to build out follow on views, pages and portlets that would enable application support groups and LoB executives to see availability and performance information for transactions from any technology domain or IT silo within the service delivery chain.
I’ll try and get some examples built of what this could look like in the future. I’ve included a picture below of what the ITCAM development team has included in this integration package. This integration content is available via the ITCAM for Transactions v7.1 FP2 download site as an individual download component. See the FP2 release notes for more information. You can review the white paper detailing the integration on the TBSM Wiki here.
ITCAM for Transactions TBSM Integration
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