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000-018 - IBM Tivoli Service Request Manager V7.1 Implementation - BrainDump Information

Vendor Name : IBM
Exam Code : 000-018
Exam Name : IBM Tivoli Service Request Manager V7.1 Implementation
Questions and Answers : 114 Q & A
Updated On : February 19, 2019
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000-018 exam Dumps Source : IBM Tivoli Service Request Manager V7.1 Implementation

Test Code : 000-018
Test Name : IBM Tivoli Service Request Manager V7.1 Implementation
Vendor Name : IBM
Q&A : 114 Real Questions

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IBM IBM Tivoli Service Request

IBM diagnosed as "a pacesetter" in provider Desk administration tools via unbiased analysis firm | killexams.com Real Questions and Pass4sure dumps

April 10, 2008 09:00 ET

Tivoli carrier Request manager referred to as a pacesetter for both gigantic advanced businesses and Smaller corporations

ARMONK, big apple--(Marketwire - April 10, 2008) - IBM (NYSE: IBM) nowadays announced that its Tivoli service Request manager has been named as a pacesetter in Forrester's March 2008 report entitled "The Forrester Wave™: service Desk administration equipment, Q1 2008."

in this comprehensive assessment, Forrester analyst Chip Gliedman evaluated 13 large and small carrier desk vendors throughout 96 criteria, with IBM being named a pacesetter for both massive complicated groups and smaller companies.

The outcomes of the Forrester report reflect the elements and commitment IBM has made to the carrier Desk market. Tivoli's carrier Request manager tool suite has been enhanced and improved by means of bought technology and committed construction components, resulting in an answer that can meet the various necessities of each big and small organizations.

"We're extraordinarily pleased with Tivoli's most fresh positioning in Forrester's Wave document on provider Desk administration tools," stated Al Zollar, regularly occurring supervisor, Tivoli software. "the convenience of configuration, decrease migrations costs, capacity to upgrade without impacting investments in personalization, as neatly because the contemporary structure gives this solution suite the interesting potential to satisfy a large choice of necessities based on the challenges our customers face. With the substances now we have been capable of add to our building and implementations groups, we are assured Tivoli will continue to be a leading solution for the service Desk administration market."

Forrester evaluated the strengths and weaknesses of properly carrier desk administration tools. The contrast concentrated on Product Capabilities, ITSM highway Map and Market Traction. The record summarized its evaluation of IBM Tivoli's provider Request supervisor as "... an dazzling ITIL-based mostly service management solution, ... [it] is on its approach to fitting a bold competitor on the high conclusion."

The criteria for the service Desk administration equipment for big or advanced groups protected: skill to deal with big call quantity; able to mannequin massive and complex workflows; integration with standard programs and asset administration tools; capable of assist the installation and aid needs of giant, international organisations.

IBM Tivoli's answer was cited within the document as being among those that provided "industrial-electricity device suites with confirmed music information in many world companies of 10,000 plus employees. All have complete suites of tools masking a full range of provider management requirements tied to effective workflow engines and overlaying properly-tier CMDB architectures."

The criteria for service Desk management equipment for Smaller businesses with much less complicated needs had been distinct, but once more IBM Tivoli's answer turned into named as a "chief" for this class.

For smaller groups, the provider desk atmosphere become characterised by means of: lessen platform demands; more advantageous emphasis on incident and difficulty management; lower necessities for practicing and knowledgeable resources; desk-correct existence cycle capabilities. IBM Tivoli's carrier desk device solution scored within the report's suitable of the pack by way of its "shear breadth of performance and capabilities."

About IBM

For greater information on IBM, please seek advice from www.ibm.com. more information on IBM's Tivoli will also be found at http://www.tivoli.com.


RadiantOne Federated identity and listing provider Featured at IBM feel | killexams.com Real Questions and Pass4sure dumps

No outcome discovered, are trying new keyword!Radiant good judgment’s pioneering RadiantOne virtualization platform seamlessly integrates identities from throughout the IBM stack to modernize and prolong IBM security access supervisor (ISAM) and IBM Tivoli Direc...

IBM Maximo service Request | killexams.com Real Questions and Pass4sure dumps

IBM Maximo service Request (provider Request) app provides a platform for entering service requests into IBM Maximo Asset administration. carrier Request is compatible with IBM Maximo anyplace 7.6.2.x.

users can talk or classification a description of the request, and enter a place and an asset for the request. they could also view the requests that they created which are at the moment unresolved in order to follow up on these requests. Contact your IBM Maximo any place administrator earlier than using this utility.


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IBM Tivoli Service Request Manager V7.1 Implementation

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Trianz Achieves Highest IBM Accreditation for Tivoli Deployments | killexams.com real questions and Pass4sure dumps

Silicon Valley, CA (PRWEB) August 17, 2011

Global Consulting and Turnkey Execution Services firm Trianz has won the AAA accreditation for its capabilities on IBM’s Tivoli platform in North America. This is the highest level of accreditation awarded by IBM and certifies Trianz as an IBM Business Partner with the highest technical standards and certifications for delivering Tivoli solutions.

Tivoli solutions are Integrated Service Management Software-based solutions from IBM. The AAA accreditation recognizes that Trianz has deep and hands-on experience in the design, installation, configuration, and integration of complex business solutions associated with Tivoli. Trianz has achieved the AAA accreditation for two Tivoli solution areas: Tivoli Application Dependency Discovery Manager (TADDM) and Tivoli Provisioning Manager (TPM). Trianz’s AAA accreditation for TPM is the first to be awarded by IBM anywhere in the world.

Trianz has also been a pioneer IBM Business Partner in the Asia-Pacific region, being the first to be awarded IBM Tivoli AA Deployment Accreditation level for Tivoli Service Request Manager (TSRM), Tivoli Asset Management for IT (TAMIT), Tivoli Change and Configuration Management Database (TCCMD) and Tivoli Application Dependency Discovery Manager (TADDM) in 2010.

KC Sreeram, VP, ITSM, views this accreditation as an endorsement of Trianz’s leadership position in the ITSM market. “The IT services management area has been one of our core strengths, and we have consistently demonstrated leadership in this market both strategically and technically. This recognition is a big motivator and we will continue to focus on this key area. The Tivoli platform offers a great vehicle for our solutions portfolio and helps generate significant efficiency and time-to-market advantage for our clients. ”

Sridhar Srinivasan, VP IT Services at Trianz, said, “We offer solutions which effect business outcomes and Tivoli offered a great opportunity to enrich this niche. It translated to significant efficiency and time to market advantage to our clients. Being acknowledged as ‘first AAA partner’ is definitely a matter of pride for us.”

Vivek Sambasivam, Director, ITSM added “An IBM partner for nearly a decade, Trianz has developed competencies and solutions on IBM Infrastructure Portfolio which include Tivoli Application Dependency Discover Manager, Tivoli Change and Configuration Management Database, Tivoli Business Service Manager, Tivoli Asset Management for IT, Tivoli Service Request Manager and Tivoli Provisioning Manager with a focus on enhancing the visibility, control and automation of IT.”

About TrianzTrianz is a dynamic, growth-oriented firm that leverages its Management Consulting, IT, and BPO Services to provide turnkey execution services to its clients across Insurance, Retail, Banking, High-Tech, Manufacturing and Life Sciences industries. With offices in Silicon Valley, Washington DC Metro, Tokyo, Bangalore, Chennai, Hyderabad and UAE, Trianz serves a wide range of clients from Fortune 1000 to emerging companies. In the Service Management space, Trianz partners with its clients by offering transformation services for an organization’s existing business, IT processes, procedures and infrastructure by providing trusted counsel and implementation services.

Contact:Prashant Bhavaraju1-703-793-0101reach(at)trianz(dot)com

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Read the full story at http://www.prweb.com/releases/Trianz/Tivoli/prweb8715514.htm


Workplace Services. A Brief Personal History of the Service Catalog and Its Evolution | killexams.com real questions and Pass4sure dumps

When Cisco acquired netwScale (my company), in addition to our cloud portal, it also brought in the Cisco Workplace Portal (formerly RequestCenter).

There was a lot of curiosity as to what Cisco would do with an ITIL style service catalog and what the future of such product would be within Cisco.   Well, it’s 18 months later and it is doing quite well, with an exciting roadmap and some new things already shipped and some in the wing.

In this post, I want to discuss what are workplace services, how they have evolved, how they are evolving and what it means to the service catalog.

Workplace services are those services that employees need in order to do their jobs. They include computers, phones, offices, new employee set up, terminations, access to applications and anything else you can imagine.  I have seen tens of thousands of service definitions both common and unusual.

Common ones are the desktop computer variety, but even these sometimes have an unusual bent. For example, banks have different workstations for tellers than admin staff.  Other have engineering workstations that are  different salespeople. Role definition becomes a pretty important aspect of a service catalog implementation.

Unusual ones were “Report chemical fire”, “Order Executive Sedan”, “Inter-factory mail”, and “File patent idea”. Patent as a service, if you will

If it was something that could be requested, it went in the catalog. Today some customers have 1,500+ service definitions in their catalogs with user bases in the 350,000 employees.

But over the years, the workplace has not stayed the same. There have been many changes in the emphasis and priority of service definitions customers prioritized or cared about. The why they decided to use a service catalog has changed through the years and continues to evolve.

A brief history of the service catalog

From 2001-2004, the customer focus  on why implement a service catalog was driven solely by cost reduction. Using self-service to eliminate calls to help desk (order, status, close, delays, problems, escalations generated many calls per service request).  So my team spent a lot of time doing ROI calculators in those days. There wasn’t much integration required as few had automated processes and Cisco Workplace Portal has a powerful web based work manager that was better for process management than the the fat client help desks of the time.  ITSM vendors took a long time to recognize the need for self-service because they kept talking to help desk managers rather than the consumer of the service itself. This is a pattern that we are also seeing with cloud services.

2004-3007. Sarbannes-Oxley (SOX) compliance became critical. The service catalog became a crucial component for documenting services, executing standard processes for account access and employee on-boarding and off-boarding a.k.a. hiring and firing.  The burning issue was that many people had more levels of access to applications that regulations permitted, and accounts would remain active after they left their jobs. This created a potential risk for the company.

So two new uses cases arose: application access and the automated provisioning of identities from our service catalog, and the use of the catalog to control outsourced service delivery. The first led to connecting the catalog to tools like IBM Tivoli identity manager and Sun’s too. The latter sometime necessitated B2B interconnections between client and provider.  This may not seem like a lot but there were hundreds of apps, very complicated rules on what roles could do what. It’s a very complex problems. So the service catalog brought down the cost of provisioning and improved performance from days to seconds, while maintaining controls.

This tension between providing self-service and maintaining control is also a pattern with cloud services.

Also, by 2006-2008, the focus had shifted to employee satisfaction with IT. ROI were not required. Most customers did enjoy cost savings; I remember one case where the legacy tool was costing $24,000 per service definition.  Also, a lot of people woke up ITIL and ITIL mandated the use of a service catalog to do Service Level Management.

2007 – 2009 saw three things happen. The great recession, the birth of cloud computing and the maturation of ITIL change processes. The great recession changed IT operations in many ways: more desire to use SaaS, moving non-mission critical workloads to virtualized infrastructures. My favorite quotes from that time: “We are forklifting anything we can out of our datacenter”, “we are consolidating down two datacenters from 30”, and the winner “Those resources (Websphere admins) are gone and they are never coming back”.

Also, by then change management processes and tools were in place  so integration with the ITSM stack became a must have requirement.  But also integration with virtualized infrastructures like Vmware vCenter or Citrix XenServer.

And every customer had punch list of  integrations required: CMDB’s, software distribution, single sign-on, procurement and many other tools became part of the majority of service catalog projects.

The service catalog was at the center of a vast web of tools, unifying the user experience that a bunch of processes and tools stitch together.  Same pattern exists today with cloud services: lots of infrastructure and software abstracted up the catalog to deliver a unified experience.

2009-2012 saw the advent of the self-service and automated datacenter era and its cousin, the cloud.  The new requirements are to provide complete control of resources in a self-service manner.  Out goes the help desk as the primary integration point and in comes integration with cloud API’s such Amazon and automated orchestration of all activities instead of manual activities.  This in a way is a sequelae of the Great Recession: one way to do more with less is to provide it via automated self-service.

The outcome of these new requirements for cloud based services meant that now lifecycle management, subscription management, and orchestration would become core to the Workplace portal.

Which is what we have been busily doing for all our customers

  • We added a complete portlet system so now customers can extend the portal with new pages and new portlets. True to its flexible nature, the new Portal includes a Portal Designer and a Portlet Designer. And it’s Java JSR 168 compliant so you can bring those types of portlets into the portal.  For newScale customer, this capability is now part of the standard license.
  • We added a basic license to the Cisco Process Orchestrator in order to leverage its superior integration and extensive number of adapters.
  • User experience is very important so we have some new widgets, called Grid Controls, that enable much more dynamic forms. Whether you need the ability to on-board a number of new employees, or specify an indeterminate number of IP addresses, the Grid Control vastly simplify the user experience.
  • We also have made significant changes to the rules system.  Now you can select whether rules execute in the client or on the server. This helps improve performance and security which results in a better user experience.
  • New for our workplace portal customers are “Directory tasks” which enable easy manipulation and updating of directory information from workflows – a very common pattern in workplace services.
  • And cloud services require API’s so brand new REST based API’s that enforce policies are available.
  • But that’s the past. The future looks even better.

     The Future of Workplace Services – Back to the Future?

    A funny thing about the future is that one can often see the what, but not the when. So take this with a grain of salt for the when.

    Workplace services are fundamentally being altered by three phenomena:

  • Rapid adoption of SaaS services
  • Bring your own device (BYOD) and VDI/VXI
  • The rise of social collaboration outside the enterprise
  • Saas will require the evolution of the service catalog into a “service broker” role focused on provisioning of ID’s, roles, and vendor management. In my view, the 2004 use cases with emphasis on goverance will make a comeback. And the use cases for outsourcing will also be relevant in this space. The new wrinkle will be the emphasis on automation, agility and subscription management.

    Also, I believe that while the category of software called “Cloud Service Brokers” (CSBs) will be relevant, the very hard use cases that underpin Enterprise class applications will be be served by a traditional service catalog better than by the CSB’s. It is one thing to provision Google Apps for an employee, quite something else to provision access to “Time card system in the role of regional manager supply chain.”

    BYOD moves provisioning beyond the physical device to the virtual desktop, applications access and communications capabilities to employees.  This requires excellent orchestration as VDI/VXI as a service requires a rather large number of systems to be activated in close coordination. So just like in 2001, desktop provisioning was the main service and integration with help desk and procurement were needed, now integration with a variety of virtualization, communication and network services are required.

    Finally, the rise of the social web and cross-company collaboration will bring in new requirements for defining the control boundary for data.  Wikis, shared space, instant messaging, activity streams are all very cool new capabilities. But if that’s tracking a potential contract, who should see the amount of the contract? That will require a service catalog of access management which deals with new ways of communication and collaborating beyond the walls of the enterprise.

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    IBM rechristens DataPower SOA appliances | killexams.com real questions and Pass4sure dumps

    Seven months after acquiring DataPower Technologies Inc., IBM today has released its first iteration of the SOA/XML hardware appliance line, focusing on identity and security management.

    The new brand will be known as WebSphere DataPower SOA Appliances.

    "The IBM logo is on the front, so these are full-on IBM products," said Eugene Kuznetsov, DataPower founder and former chief technology officer, who is now director of product management for the IBM SOA Appliances.

    While the WebSphere name has been added, he said customers and others familiar with the DataPower appliances will recognize the products.

    "There's still the three main products," Kuznetsov said, "the XML accelerator, the XML security gateway and the integration appliance."

    The three have been re-christened the WebSphere DataPower XML Accelerator XA35, WebSphere DataPower XML Security Gateway XS40 and WebSphere DataPower Integration Appliance XI50.

    Kuznetsov said that in the past six months since the acquisition, he has worked with the IBM hardware and technology teams as well as the IBM Tivoli Software group to enhance the three appliances. Some of that work has been as straightforward as adding dual power supplies and swappable fans to meet Big Blue's standards for hardware reliability.

    The work with IBM's Tivoli management line, which had interoperability with the original DataPower products, is aimed at the larger strategy of providing security and management for SOA implementations.

    "Identity management and security management are a key part of the overall SOA security architecture that IBM sees out there," Kuznetsov explained. "That's where integration with Tivoli Access Manager is being enhanced further to do authentication and authorization of Web services requests."

    DataPower's original integration with Tivoli Federated Identity Manager, which supports WS-Trust and SAML, has been enhanced since the products came into the IBM fold, he said.

    "We see this as a key part of the SOA architecture," he said. "You need to be able to identify and authenticate who is making the request and then have a centralized way of managing the authorization."

    The WebSphere version of the DataPower products also integrate with Tivoli's new IT CAM for SOA product, which Kuzentsov said provides Web services management and service-level management and monitoring for the hardware appliances.

    Jason Bloomberg, senior analyst with ZapThink LLC., said the integration between Tivoli and the DataPower products may not be totally seamless.

    "IBM is saying that the XS40 Security Gateway can be integrated with Tivoli, but they're not saying that it integrates with Tivoli out of the box," the analyst cautioned. "I'm sure it requires some integration effort. But that being said, the DataPower boxes have long supported common management standards, so that integration shouldn't be very difficult."

    While the DataPower products are coming under the WebSphere umbrella and integrating with Tivoli, Kuzentsov sought to assure once and future customers that interoperability with IBM competitors will continue.

    "One of the things that I've been very pleased about personally, coming in from a neutral startup environment and coming into IBM, there's a great deal of good sense and maturity at IBM about supporting our customers," he said. "We understand that customers have a heterogeneous environment. When it comes to SOA one of the primary business drivers for it is reuse, which means that whatever components they've got in the infrastructure today from any [IBM] competitors, they expect IBM solutions to integrate with them seamlessly. We're going to continue to do that."

    As for where the DataPower appliances fit into the larger picture of SOA, Kuzentsov acknowledged that hardware accelerators are not the first thing that comes up when the architectural model is being discussed but he sees that changing. Noting that IBM would not have bought his company if it didn't think it could sell the products, he said customers are beginning to ask where appliances fit into SOA and now its up to him to help educate them to their value.

    "I think it's fairly easy for people to understand how acceleration can help SOA performance," he said. "Everybody grabs onto that and says that's what appliances are good for, we'll offload XML processing. But that's just an enabling technology. Once you can do it quickly, once you can do it at wire-speed, what are the other interesting things you can do? Simplification is where the business value is."

    Kuzentsov said much of the complexity of managing SOA can be handled by the basic black box solution the WebSphere DataPower products offer.

    "If you look at providing security capability, you have to do XML threat protection against all kinds of Internet attacks -- schema validation, WSDL validation, content based routing, certificate management, WS-Trust, WS-Security, access control, fine grain authorization," he said, noting this is part of what the boxes can provide.

    ZapThink's Bloomberg, who is not a fan of defining SOA in terms of software, let alone hardware products, still said the IBM DataPower combination does have a place in the architecture, especially where security is concerned.

    "As for what the appliances can add to an SOA implementation," Bloomberg said, "the core of any SOA implementation are the services that abstract underlying data and application functionality. For those services to be loosely coupled, it's important for them to be fully secure and managed, and to meet the service-level agreements set out for them. The DataPower boxes offer both security and performance benefits that can help services meet these SLAs."

    This article originally appeared on SearchWebServices.com



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