IT Service Management 2011年度教育部-IBM精品课程

IT Service Management 2011年度教育部-IBM精品课程
同济大学软件学院严海洲

Chapter 7 Tivoli Solution

Introduction

Tivoli IT管理解决方案能够帮助客户：

IBM Tivoli管理解决方案合作伙伴解决方案 Automation 自动化管理 (1)智能的架构管理方案 (2)系统管理解决方案
Security 安全管理 (1)综合的身份管理方案 (2)安全事件 Storage 存储管理 (1)数据备份和恢复管理方案 (2)存储架构管理方案 (3)SAN网络底层服务部件

7.2 Automation（自动化系统管理方案）

Tivoli的自动化系统管理解决方案 Automation Security Storage
1.Tivoli Systems Management Solution Tivoli系统管理解决方案 2.Tivoli Infrastructure Management Family Tivoli 架构管理产品 Security Tivoli Integrated Identity Management Tivoli Identity Manager Tivoli Access Manager for (e-business/OS/Business integration IBM Directory Integrator IBM Directory Server Tivoli Security Event Management IBM Risk Manager Storage Backup and Recovery TSM TSM For DB/Application.. TSM For SAN Storage Infrastructure Management Tivoli Storage Resource Manager Tivoli SAN manager SAN Solution SANergy File Sharing Tivoli Storage Area Network Manager In addition to refreshing most of our products with incremental releases in 2003, we also shipped several very significant new capabilities. TMTP 5.2 represents an entirely new technology model for end to end transaction management. It first went to customers in late October, and has had more than 15 good POCs since then. At a customer in EMEA, we faced an ultimatum from the CIO -- that already had Mercury installed and a contract in his hand waiting to be signed. The CIO told us we had one week to prove we could meet their needs or he would throw us out and go with the Mercury solution. The team installed the current release of TMTP and was delivering reports in four hours. At a customer in the Americas, the customer allocated three days for the TMTP POC. The team had TMTP installed and up and running by lunchtime on Day One. They had a meeting with customer after lunch to demonstrate the product and reports from their environment. --- I also want to point out the impact of our overall Security portfolio in We have changed the industry landscape in identity management, where the combination of identity, access, user administration, provisioning, and directory became the holy grail and the competitors are following us. CA even went to the extent of copying our product names – with CA eTrust Access Control, CA eTrust Identity Manager, CA eTrust Directory Server. Netegrity bought Business Layers to copy our strategy. Sun bought WaveSet to copy us. The analysts accept our strategy and call us the powerhouse of identity management. We are in front, and we need you to maintain this lead. The key point is, we will continue to provide the capabilities you need to be successful in the big opportunity markets.

Tivoli Systems Manager Solutions
1.Monitoring, Solutions 监控决方案 2. Correlation and Automation 事件关联和自动化解决方案 There are 3 middleware Sales Areas: Automation Security and Storage. Automation is further broken down to the 5 key service areas that are necessary to enable this transformation to on demand; Availability, Optimization, Provisioning, Orchestration, and Business Service Management, sometimes called BSM). Let’s look at each of these: Availability: Ensures the health and appropriate functioning of IT environments Example: A potential problem is detected and corrected automatically before systems are impacted. In recent focus groups, Availability was viewed as the most important are of automation driven by the visibility and uptime needs of mission critical applications. Security: Ensures information assets, confidentiality and data integrity are protected Identity management ensures the right people have the right access to the right resources automatically. Customers tell us that security importance is driven not only by the need to manage identities across the enterprise, but also by compliance with regulatory pressures to maintain privacy of information “Leveraging technology to efficiently address information privacy is an important element of our privacy program. The IBM Tivoli Identity Management tools automate and centrally manage our enterprise wide privacy policies.” —Chris Zoladz, Chief Privacy Officer, Marriott International, Inc. Optimization: Ensures the most productive utilization of IT infrastructure Workload between resources is automatically balanced for optimal throughput and performance. Optimization is of critical importance to IT professionals looking to ensure they are getting the most of their existing resources. Provisioning: Makes available the right resources to the right processes and people High resource utilization is detected and additional capacity is automatically allocated to meet response time targets. Customers tell us that since it is hard to gauge the impact of growth or the implementation of new initiatives, being able to reallocate or de-allocate resources quickly from application to application is of vital importance. IMPORTANT: These first 4 form the foundation for the next 2! Orchestration: Business policies are used to trigger changes in the IT infrastructure using XML workflows based on company best practices. Customers tell us they view Orchestration as a critical part of the overall blueprint – and the customizability and ease of working with industry standards-based XML workflows will enable them to capture their own best practices for managing their IT environment. Business Service Management: IT resources can be viewed in a business context with clearly set business priorities to ensure the right processes get attention first when problems arise – ensuring better management of service levels. 3. Tivoli Business Service Management 业务服务解决方案 4. Tivoli Configuration Management 配置管理解决方案

系统管理解决方案的三个层面 Business Service Management(业务服务管理)
Correlation and Automation(事件关联和自动化管理) Monitoring(监控) Configuration & Change(配置和变化管理) Goal of this slide: Describe how Tivoli takes a holistic approach to managing the business application environment. From resources to transactions to how they form a business application or support a process. Key speaking points: First, Tivoli helps customers deploy new solutions and resources by managing change and configuration(帮助客户管理系统的变化并进行配置) Next, Tivoli monitoring the health of those resources to ensure that they are functioning properly(监控IT资源的健康以确保正常运行) Once the individual resources are running, Tivoli Correlation & Automation looks across the infrastructure for potential problems and helps to identify the root cause of problems quickly. If problems are identified, Tivoli can help you define new changes and update system configurations.(对潜在和发生的问题在整个IT系统内进行综合分析和判断以确定问题根源;并能在问题确定之后进行必要的配置修改) Finally, and most importantly, Tivoli Software helps you align your IT processes with your business priorities to have the greatest impact on your business success, customer relationships, and competitive positioning. When an infrastructure resource experiences an outage, Tivoli Business Impact Management solutions help to define exactly which business systems are affected so that customers can prioritize their responses.(关联IT及业务,) Then a brief walk thru the stack: Business Service Management Align IT management with business objectives Assure customer service levels Turn data into actionable information Business aligned dashboards Correlation and Automation Continuous availability of the business runtime environment Root cause determination Automatic application of event-driven and scheduled activities Auto-discovery of resource and business relationships Monitoring Identify problem signatures and symptoms Notify operations and higher layers Cure problems at their source Performance and Utilization analysis Configuration and Change Auto-discovery of resource inventory Auto-discovery of resource relationships Manage business system configurations Manage infrastructure changes Business Runtime Environment IT 资源应用业务流程

1、解决方案概述:监控管理 (1) Tivoli Monitoring Solutions 监控解决方案产品包括:
Tivoli Monitoring for DB(数据库监控) Tivoli Monitoring Application(应用监控); Tivoli Monitoring Web infrastructure (Web架构管理); Tivoli Monitoring Messaging and collaboration(邮件系统管理); Tivoli Monitoring Business integration (MQ管理); Tivoli Monitoring Traction performance (交易性能管理); Tivoli Analyzer for Lotus Domino (Domino分析) 保证对各部分IT资源7*24小时不间断监控,前瞻性的识别，通知和修复问题；全面了解系统运行情况,保证系统正常平稳; There are 3 middleware Sales Areas: Automation Security and Storage. Automation is further broken down to the 5 key service areas that are necessary to enable this transformation to on demand; Availability, Optimization, Provisioning, Orchestration, and Business Service Management, sometimes called BSM). Let’s look at each of these: Availability: Ensures the health and appropriate functioning of IT environments Example: A potential problem is detected and corrected automatically before systems are impacted. In recent focus groups, Availability was viewed as the most important are of automation driven by the visibility and uptime needs of mission critical applications. Security: Ensures information assets, confidentiality and data integrity are protected Identity management ensures the right people have the right access to the right resources automatically. Customers tell us that security importance is driven not only by the need to manage identities across the enterprise, but also by compliance with regulatory pressures to maintain privacy of information “Leveraging technology to efficiently address information privacy is an important element of our privacy program. The IBM Tivoli Identity Management tools automate and centrally manage our enterprise wide privacy policies.” —Chris Zoladz, Chief Privacy Officer, Marriott International, Inc. Optimization: Ensures the most productive utilization of IT infrastructure Workload between resources is automatically balanced for optimal throughput and performance. Optimization is of critical importance to IT professionals looking to ensure they are getting the most of their existing resources. Provisioning: Makes available the right resources to the right processes and people High resource utilization is detected and additional capacity is automatically allocated to meet response time targets. Customers tell us that since it is hard to gauge the impact of growth or the implementation of new initiatives, being able to reallocate or de-allocate resources quickly from application to application is of vital importance. IMPORTANT: These first 4 form the foundation for the next 2! Orchestration: Business policies are used to trigger changes in the IT infrastructure using XML workflows based on company best practices. Customers tell us they view Orchestration as a critical part of the overall blueprint – and the customizability and ease of working with industry standards-based XML workflows will enable them to capture their own best practices for managing their IT environment. Business Service Management: IT resources can be viewed in a business context with clearly set business priorities to ensure the right processes get attention first when problems arise – ensuring better management of service levels. 该解决方案所有系统管理方案的基础，只有在及时全面的获取管理对象的信息的基础上，才能进行事件分析和业务关联等进一步的管理动作；原则上，在所有这些管理对象存在的环境中都有监控管理产品的机会；

2、解决方案概述-事件关联和自动化解决方案
(1) Tivoli Enterprise Console（整个企业IT管理的核心地位）企业事件管理中心业界主导的事件分析处理系统；过滤无关或重复的事件；对事件进行基于规则的综合分析，快速确定故障根源; 自动进行响应，通过短消息，邮件和声光多种方式通知管理员；自动触发进行修复动作；良好的开放性，与第三方产品的集成；允许客户进行基于最佳经验值的定制； There are 3 middleware Sales Areas: Automation Security and Storage. Automation is further broken down to the 5 key service areas that are necessary to enable this transformation to on demand; Availability, Optimization, Provisioning, Orchestration, and Business Service Management, sometimes called BSM). Let’s look at each of these: Availability: Ensures the health and appropriate functioning of IT environments Example: A potential problem is detected and corrected automatically before systems are impacted. In recent focus groups, Availability was viewed as the most important are of automation driven by the visibility and uptime needs of mission critical applications. Security: Ensures information assets, confidentiality and data integrity are protected Identity management ensures the right people have the right access to the right resources automatically. Customers tell us that security importance is driven not only by the need to manage identities across the enterprise, but also by compliance with regulatory pressures to maintain privacy of information “Leveraging technology to efficiently address information privacy is an important element of our privacy program. The IBM Tivoli Identity Management tools automate and centrally manage our enterprise wide privacy policies.” —Chris Zoladz, Chief Privacy Officer, Marriott International, Inc. Optimization: Ensures the most productive utilization of IT infrastructure Workload between resources is automatically balanced for optimal throughput and performance. Optimization is of critical importance to IT professionals looking to ensure they are getting the most of their existing resources. Provisioning: Makes available the right resources to the right processes and people High resource utilization is detected and additional capacity is automatically allocated to meet response time targets. Customers tell us that since it is hard to gauge the impact of growth or the implementation of new initiatives, being able to reallocate or de-allocate resources quickly from application to application is of vital importance. IMPORTANT: These first 4 form the foundation for the next 2! Orchestration: Business policies are used to trigger changes in the IT infrastructure using XML workflows based on company best practices. Customers tell us they view Orchestration as a critical part of the overall blueprint – and the customizability and ease of working with industry standards-based XML workflows will enable them to capture their own best practices for managing their IT environment. Business Service Management: IT resources can be viewed in a business context with clearly set business priorities to ensure the right processes get attention first when problems arise – ensuring better management of service levels. (2) Tivoli Risk Manager（定位于安全事件集中管理，应用于有多家安全产品的环境）安全事件管理中心收集安全事件，过滤无关或重复安全事件；综合分析确定安全故障根源；支持与业界多种主流安全产品进行集成； (3) NetView/ Tivoli Switch Analyzer（应用于较大规模网络环境）网络管理和网络交换机管理实现网络拓扑，性能及故障管理；实现第二层网络交换设备的管理

事件关联及自动化：自主计算的基础–事件管理智能化
事件是整个管理的核心有了集中的事件才能有集中的管理有了集中的事件才能跨资源的分析和规则判断同样的问题应该用同样的解决方式积累管理数据，不断提升智能性

3、解决方案概述-业务服务管理 (1) Business Systems Management（IT管理的业务视图）业务影响管理
全面体现整个系统的运行状况; 快速定位故障对业务的影响; 以树状图显示各业务下的资源; 快速引导到问题根源; There are 3 middleware Sales Areas: Automation Security and Storage. Automation is further broken down to the 5 key service areas that are necessary to enable this transformation to on demand; Availability, Optimization, Provisioning, Orchestration, and Business Service Management, sometimes called BSM). Let’s look at each of these: Availability: Ensures the health and appropriate functioning of IT environments Example: A potential problem is detected and corrected automatically before systems are impacted. In recent focus groups, Availability was viewed as the most important are of automation driven by the visibility and uptime needs of mission critical applications. Security: Ensures information assets, confidentiality and data integrity are protected Identity management ensures the right people have the right access to the right resources automatically. Customers tell us that security importance is driven not only by the need to manage identities across the enterprise, but also by compliance with regulatory pressures to maintain privacy of information “Leveraging technology to efficiently address information privacy is an important element of our privacy program. The IBM Tivoli Identity Management tools automate and centrally manage our enterprise wide privacy policies.” —Chris Zoladz, Chief Privacy Officer, Marriott International, Inc. Optimization: Ensures the most productive utilization of IT infrastructure Workload between resources is automatically balanced for optimal throughput and performance. Optimization is of critical importance to IT professionals looking to ensure they are getting the most of their existing resources. Provisioning: Makes available the right resources to the right processes and people High resource utilization is detected and additional capacity is automatically allocated to meet response time targets. Customers tell us that since it is hard to gauge the impact of growth or the implementation of new initiatives, being able to reallocate or de-allocate resources quickly from application to application is of vital importance. IMPORTANT: These first 4 form the foundation for the next 2! Orchestration: Business policies are used to trigger changes in the IT infrastructure using XML workflows based on company best practices. Customers tell us they view Orchestration as a critical part of the overall blueprint – and the customizability and ease of working with industry standards-based XML workflows will enable them to capture their own best practices for managing their IT environment. Business Service Management: IT resources can be viewed in a business context with clearly set business priorities to ensure the right processes get attention first when problems arise – ensuring better management of service levels. (2) Business Service Lever Advisor 业务服务水平管理负责定义,衡量和报告服务水平协议(SLAS); 能够基于规则提供不同的服务水平报告; 帮助客户通过设定SLA来提高客户满意度; 帮助客户量化其IT管理的服务水平; 通过使IT服务达到SLA所要求的水平而最终提高IT资源的利用率;

4、解决方案概述:配置和变化管理 (1) Configuration Management Solutions 配置和变化管理解决方案
产品包括: Tivoli Configuration Manager(配置管理) Tivoli Remote Control(远端控制) 一般机会存在于有在大量PC和NT服务器的环境中; There are 3 middleware Sales Areas: Automation Security and Storage. Automation is further broken down to the 5 key service areas that are necessary to enable this transformation to on demand; Availability, Optimization, Provisioning, Orchestration, and Business Service Management, sometimes called BSM). Let’s look at each of these: Availability: Ensures the health and appropriate functioning of IT environments Example: A potential problem is detected and corrected automatically before systems are impacted. In recent focus groups, Availability was viewed as the most important are of automation driven by the visibility and uptime needs of mission critical applications. Security: Ensures information assets, confidentiality and data integrity are protected Identity management ensures the right people have the right access to the right resources automatically. Customers tell us that security importance is driven not only by the need to manage identities across the enterprise, but also by compliance with regulatory pressures to maintain privacy of information “Leveraging technology to efficiently address information privacy is an important element of our privacy program. The IBM Tivoli Identity Management tools automate and centrally manage our enterprise wide privacy policies.” —Chris Zoladz, Chief Privacy Officer, Marriott International, Inc. Optimization: Ensures the most productive utilization of IT infrastructure Workload between resources is automatically balanced for optimal throughput and performance. Optimization is of critical importance to IT professionals looking to ensure they are getting the most of their existing resources. Provisioning: Makes available the right resources to the right processes and people High resource utilization is detected and additional capacity is automatically allocated to meet response time targets. Customers tell us that since it is hard to gauge the impact of growth or the implementation of new initiatives, being able to reallocate or de-allocate resources quickly from application to application is of vital importance. IMPORTANT: These first 4 form the foundation for the next 2! Orchestration: Business policies are used to trigger changes in the IT infrastructure using XML workflows based on company best practices. Customers tell us they view Orchestration as a critical part of the overall blueprint – and the customizability and ease of working with industry standards-based XML workflows will enable them to capture their own best practices for managing their IT environment. Business Service Management: IT resources can be viewed in a business context with clearly set business priorities to ensure the right processes get attention first when problems arise – ensuring better management of service levels.

Tivoli Infrastructure Management Family
该解决方案主要针对Web应用。解决基于业务需求的，统一，综合的调度资源的问题。Orchestrator决定何时，从何处，为何调度该资源；Provisioning按照Orchestrator的决定具体进行自动化的资源调度。 1.IBM Tivoli Thinkdynamic Intelligent Orchestrator 智能化的基于策略的编排 There are 3 middleware Sales Areas: Automation Security and Storage. Automation is further broken down to the 5 key service areas that are necessary to enable this transformation to on demand; Availability, Optimization, Provisioning, Orchestration, and Business Service Management, sometimes called BSM). Let’s look at each of these: Availability: Ensures the health and appropriate functioning of IT environments Example: A potential problem is detected and corrected automatically before systems are impacted. In recent focus groups, Availability was viewed as the most important are of automation driven by the visibility and uptime needs of mission critical applications. Security: Ensures information assets, confidentiality and data integrity are protected Identity management ensures the right people have the right access to the right resources automatically. Customers tell us that security importance is driven not only by the need to manage identities across the enterprise, but also by compliance with regulatory pressures to maintain privacy of information “Leveraging technology to efficiently address information privacy is an important element of our privacy program. The IBM Tivoli Identity Management tools automate and centrally manage our enterprise wide privacy policies.” —Chris Zoladz, Chief Privacy Officer, Marriott International, Inc. Optimization: Ensures the most productive utilization of IT infrastructure Workload between resources is automatically balanced for optimal throughput and performance. Optimization is of critical importance to IT professionals looking to ensure they are getting the most of their existing resources. Provisioning: Makes available the right resources to the right processes and people High resource utilization is detected and additional capacity is automatically allocated to meet response time targets. Customers tell us that since it is hard to gauge the impact of growth or the implementation of new initiatives, being able to reallocate or de-allocate resources quickly from application to application is of vital importance. IMPORTANT: These first 4 form the foundation for the next 2! Orchestration: Business policies are used to trigger changes in the IT infrastructure using XML workflows based on company best practices. Customers tell us they view Orchestration as a critical part of the overall blueprint – and the customizability and ease of working with industry standards-based XML workflows will enable them to capture their own best practices for managing their IT environment. Business Service Management: IT resources can be viewed in a business context with clearly set business priorities to ensure the right processes get attention first when problems arise – ensuring better management of service levels. 2. IBM Tivoli Provisioning Manager 分配管理解决方案

客户可能的需求及Tivoli解决方案-系统管理（1）
客户需求 Tivoli解决方案其他可能的方案需求我需要主动的了解我的系统（应用，数据库等等）的运行情况，至少要在其他部门（或客户）之前知道我的系统（应用，数据库等等）的问题，如果能自动修复就更好了；监控（monitoring)和事件关联产品(Tivoli enterprise console) 我已经有了许多系统管理的工具，包括数据库管理，网络管理，主机管理和邮件系统管理等等。但这些工具并没有整合到一起。我们不得不在问题发生时靠经验来判断问题的根源；这往往会花我们很多时间。事件关联产品（TEC）能在复杂的系统中快速分析定位问题的根源。并主动通过短消息，邮件，声光告警等多种方式通知；同时还有一定的自动修复功能。具有开放性，能与第三放产品进行集成；其他的监控产品

客户需求 Tivoli解决方案其他可能的方案需求我不仅仅想知道哪些产品出了问题，我更想在第一时间知道我的哪些核心的业务会因为这些问题受到影响。我要根据业务的重要性来确定解决问题的优先性。而不是按问题发生的顺序。 Tivoli Business systems management (TBSM) 将IT与业务进行关联 TBSM依赖于监控和事件关联产品提供事件输入。因此TBSM的机会也意味着其他产品的机会。我现在需要有一个标准来衡量IT部门的服务水平并据此对他们进行考核。 Tivoli Service Lever Analyzer能创建并报告服务水平并推动IT服务去满足这些协议要求；同上

客户需求 Tivoli解决方案其他可能的方案需求我们需要确保WEB服务和网站始终处于良好的运行状态；同时也希望对整个WEB架构状况有真实的掌握。 Tivoli Monitoring for transaction performance /web infrastructure; Web site analyzer Web交易性能和Web架构管理还可利用监控产品来全面掌握web servers/web application servers/DB servers的运行状况；同时左边相关产品和TBSM方案联合使用还能提供端到端的解决方案公司有大量的NT服务器和PC机。同时由于公司的发展，设备还在不断的增加。管理和维护变的越来越费时费力。另外，我们还增加的其他城市的驻外机构，却不可能在那增加专门的IT人员。 Tivoli configuration manager 提供资产管理和软件分发 Tivoli remote control 远端控制

7.3 Security（安全管理方案）

国内安全管理市场现状安全产品市场分为operation security(操作安全,包括防火墙,防病毒软件等), transactional security(交易安全,包括鉴权和授权), security administration(安全管理)三个层面.后两者又常简称为3A. 国内市场目前操作安全市场(如防火墙等)需求大，Symantic, ISS, Trands 等厂商活跃在该领域. 3A市场在全球安全市场需求非常大,但在国内尚处起步阶段,增长会较快,新的机会较多; 鉴权和授权产品与应用结合较为紧密.

安全市场概述 Administration User Administration and Identity Provisioning
IBM Tivoli Focus 安全市场概述 Administration User Administration and Identity Provisioning Internet Access Control Intrusion Sensors Intrusion Management Scanning 用户身份管理 Security Administration(安全管理) 安全事件管理 Transactional Security(交易安全) Authorization Authentication Privacy Access Mgmt. Legacy Auth & SSO PKI Other Authentication 访问管理 Firewall Software Antivirus Software Encryption Software Operational Security(操作安全)

Tivoli的安全管理解决方案 Security Storage Automation
Tivoli Infrastructure Management Family Tivoli Intelligent ThinkDynamic Orchestrator Tivoli Provisioning Manager Tivoli Systems Management Solution Business Service Management Event Correlation and Automation Monitoring, Configuration and change management Security Tivoli Integrated Identity Management Tivoli 综合的身份管理解决方案 Tivoli Security Event Management Tivoli安全事件管理解决方案 Storage Backup and Recovery TSM TSM For DB/Application.. TSM For SAN Storage Infrastructure Management Tivoli Storage Resource Manager Tivoli SAN manager File Sharing Solution SANergy File Sharing In addition to refreshing most of our products with incremental releases in 2003, we also shipped several very significant new capabilities. TMTP 5.2 represents an entirely new technology model for end to end transaction management. It first went to customers in late October, and has had more than 15 good POCs since then. At a customer in EMEA, we faced an ultimatum from the CIO -- that already had Mercury installed and a contract in his hand waiting to be signed. The CIO told us we had one week to prove we could meet their needs or he would throw us out and go with the Mercury solution. The team installed the current release of TMTP and was delivering reports in four hours. At a customer in the Americas, the customer allocated three days for the TMTP POC. The team had TMTP installed and up and running by lunchtime on Day One. They had a meeting with customer after lunch to demonstrate the product and reports from their environment. --- I also want to point out the impact of our overall Security portfolio in We have changed the industry landscape in identity management, where the combination of identity, access, user administration, provisioning, and directory became the holy grail and the competitors are following us. CA even went to the extent of copying our product names – with CA eTrust Access Control, CA eTrust Identity Manager, CA eTrust Directory Server. Netegrity bought Business Layers to copy our strategy. Sun bought WaveSet to copy us. The analysts accept our strategy and call us the powerhouse of identity management. We are in front, and we need you to maintain this lead. The key point is, we will continue to provide the capabilities you need to be successful in the big opportunity markets.

Tivoli Integrated Identity management
综合的身份管理方案通过自动的和集中的身份管理的方法,使用户能用较少的资源管理不断增多的系统用户(包括客户,员工,合作伙伴和供应商);并且可以更快的部署新的电子商务的应用; 1.Tivoli Identity Manager (TIM) 用户身份管理 There are 3 middleware Sales Areas: Automation Security and Storage. Automation is further broken down to the 5 key service areas that are necessary to enable this transformation to on demand; Availability, Optimization, Provisioning, Orchestration, and Business Service Management, sometimes called BSM). Let’s look at each of these: Availability: Ensures the health and appropriate functioning of IT environments Example: A potential problem is detected and corrected automatically before systems are impacted. In recent focus groups, Availability was viewed as the most important are of automation driven by the visibility and uptime needs of mission critical applications. Security: Ensures information assets, confidentiality and data integrity are protected Identity management ensures the right people have the right access to the right resources automatically. Customers tell us that security importance is driven not only by the need to manage identities across the enterprise, but also by compliance with regulatory pressures to maintain privacy of information “Leveraging technology to efficiently address information privacy is an important element of our privacy program. The IBM Tivoli Identity Management tools automate and centrally manage our enterprise wide privacy policies.” —Chris Zoladz, Chief Privacy Officer, Marriott International, Inc. Optimization: Ensures the most productive utilization of IT infrastructure Workload between resources is automatically balanced for optimal throughput and performance. Optimization is of critical importance to IT professionals looking to ensure they are getting the most of their existing resources. Provisioning: Makes available the right resources to the right processes and people High resource utilization is detected and additional capacity is automatically allocated to meet response time targets. Customers tell us that since it is hard to gauge the impact of growth or the implementation of new initiatives, being able to reallocate or de-allocate resources quickly from application to application is of vital importance. IMPORTANT: These first 4 form the foundation for the next 2! Orchestration: Business policies are used to trigger changes in the IT infrastructure using XML workflows based on company best practices. Customers tell us they view Orchestration as a critical part of the overall blueprint – and the customizability and ease of working with industry standards-based XML workflows will enable them to capture their own best practices for managing their IT environment. Business Service Management: IT resources can be viewed in a business context with clearly set business priorities to ensure the right processes get attention first when problems arise – ensuring better management of service levels. 2. Tivoli Access Manager (TAM) TAM For E-business TAM For OS TAM For Business integration (电子商务/操作系统/MQ)访问管理以上三个产品基于共同的TAM平台,提供集中的用户注册和管理控制窗口; 3. IBM Directory Solutions IBM Directory Integrator (IDI) Tivoli目录整合 IBM Directory Server Tivoli目录服务器

1、方案概述：用户身份管理 1.Tivoli Identity Manager 用户身份管理 *企业中用户帐号整个生命周期的闭环管理;
*使用集中化的用户管理来减少管理成本; *通过最终用户的自助来减少 help desk 成本并提高客户生产率; *通过工作流和委派管理使用户管理周期自动化，从而提供快速的投资回报; *通过使业务流程自动化来减少错误和不一致性 There are 3 middleware Sales Areas: Automation Security and Storage. Automation is further broken down to the 5 key service areas that are necessary to enable this transformation to on demand; Availability, Optimization, Provisioning, Orchestration, and Business Service Management, sometimes called BSM). Let’s look at each of these: Availability: Ensures the health and appropriate functioning of IT environments Example: A potential problem is detected and corrected automatically before systems are impacted. In recent focus groups, Availability was viewed as the most important are of automation driven by the visibility and uptime needs of mission critical applications. Security: Ensures information assets, confidentiality and data integrity are protected Identity management ensures the right people have the right access to the right resources automatically. Customers tell us that security importance is driven not only by the need to manage identities across the enterprise, but also by compliance with regulatory pressures to maintain privacy of information “Leveraging technology to efficiently address information privacy is an important element of our privacy program. The IBM Tivoli Identity Management tools automate and centrally manage our enterprise wide privacy policies.” —Chris Zoladz, Chief Privacy Officer, Marriott International, Inc. Optimization: Ensures the most productive utilization of IT infrastructure Workload between resources is automatically balanced for optimal throughput and performance. Optimization is of critical importance to IT professionals looking to ensure they are getting the most of their existing resources. Provisioning: Makes available the right resources to the right processes and people High resource utilization is detected and additional capacity is automatically allocated to meet response time targets. Customers tell us that since it is hard to gauge the impact of growth or the implementation of new initiatives, being able to reallocate or de-allocate resources quickly from application to application is of vital importance. IMPORTANT: These first 4 form the foundation for the next 2! Orchestration: Business policies are used to trigger changes in the IT infrastructure using XML workflows based on company best practices. Customers tell us they view Orchestration as a critical part of the overall blueprint – and the customizability and ease of working with industry standards-based XML workflows will enable them to capture their own best practices for managing their IT environment. Business Service Management: IT resources can be viewed in a business context with clearly set business priorities to ensure the right processes get attention first when problems arise – ensuring better management of service levels.

TIM：集中的用户帐号的管理（针对企业内所有IT环境）
用户管理 Affiliate A .NET Affiliate B others SAML 管理员数据库服务器 Web 服务器人力资源应用应用服务器 LANs

IBM Identity Management Solutions
2003 Frost & Sullivan Market Engineering Leadership Award 2003 Crossroads A-List Award for Integrated Identity Management Solution 2003 Network Computing Well-Connected Award Finalist 2003 SC Magazine Reader Trust Awards – Best General Security Finalist 2003 LinuxWorld Product Excellence Award – Best Security Solution Finalist Information Security Names IBM Tivoli to The Influence List for 2003 Top WLAN Companies of the Year for Leadership in Wireless Security IBM Tivoli Positioned in the Leader Quadrant in Gartner’s Magic Quadrant IBM Tivoli Access Manager Sets New Performance Records – Mindcraft Benchmark IBM Tivoli Wins Information Security Excellence Award for Second Year in a Row 2002 Information World Editor’s Choice Award for Security Software

2、方案概述：访问管理 (1)Tivoli Access Manager For E-business Web应用的访问管理
*通过统一的访问管理能力为新的业务减少部署时间和成本; *通过单一注册至电子商务活动来提高客户生产率并减少IT支持成本; *通过 Web 服务的基于标准的支持来提高电子商务的连接性; (2)Tivoli Access Manager For Operating Systems 操作系统访问管理 *提供对UNIX操作系统的访问控制; *保护关键生产服务器，使其免受安全性攻击 **通过最佳做法策略定义来加快实现 *提高系统安全性和完整性 *提高管理效率 There are 3 middleware Sales Areas: Automation Security and Storage. Automation is further broken down to the 5 key service areas that are necessary to enable this transformation to on demand; Availability, Optimization, Provisioning, Orchestration, and Business Service Management, sometimes called BSM). Let’s look at each of these: Availability: Ensures the health and appropriate functioning of IT environments Example: A potential problem is detected and corrected automatically before systems are impacted. In recent focus groups, Availability was viewed as the most important are of automation driven by the visibility and uptime needs of mission critical applications. Security: Ensures information assets, confidentiality and data integrity are protected Identity management ensures the right people have the right access to the right resources automatically. Customers tell us that security importance is driven not only by the need to manage identities across the enterprise, but also by compliance with regulatory pressures to maintain privacy of information “Leveraging technology to efficiently address information privacy is an important element of our privacy program. The IBM Tivoli Identity Management tools automate and centrally manage our enterprise wide privacy policies.” —Chris Zoladz, Chief Privacy Officer, Marriott International, Inc. Optimization: Ensures the most productive utilization of IT infrastructure Workload between resources is automatically balanced for optimal throughput and performance. Optimization is of critical importance to IT professionals looking to ensure they are getting the most of their existing resources. Provisioning: Makes available the right resources to the right processes and people High resource utilization is detected and additional capacity is automatically allocated to meet response time targets. Customers tell us that since it is hard to gauge the impact of growth or the implementation of new initiatives, being able to reallocate or de-allocate resources quickly from application to application is of vital importance. IMPORTANT: These first 4 form the foundation for the next 2! Orchestration: Business policies are used to trigger changes in the IT infrastructure using XML workflows based on company best practices. Customers tell us they view Orchestration as a critical part of the overall blueprint – and the customizability and ease of working with industry standards-based XML workflows will enable them to capture their own best practices for managing their IT environment. Business Service Management: IT resources can be viewed in a business context with clearly set business priorities to ensure the right processes get attention first when problems arise – ensuring better management of service levels. (3)Tivoli Access Manager For Business Integration 消息传递中间件访问管理 *管理WebSphere MQ 环境 *需要确保电子商务交易的高度安全性 *提供对传输中的消息的保护 *优化开发资源的使用 *通过简化新的应用程序的开发来减少成本 *提高整体安全性

TAM:集中的访问控制平台管理员数据库服务器 Web 服务器人力资源应用应用服务器集中的访问控制平台 Affiliate A
.NET Affiliate B others SAML 管理员数据库服务器 Web 服务器人力资源应用应用服务器 LANs

ITAM的市场地位 Crossroads 2003 A-List Award
Integrated Identity Management Solution Why IBM ? IBM comprehensively addresses the major corporation’s need for an identity management solution with a suite of integrated products: IBM Tivoli Identity Manager, IBM Tivoli Access Manager, and IBM Tivoli Privacy Manager. The solution improves productivity and reduces administrative, help desk, and ongoing infrastructure costs. It supports open standards across a variety of platforms and is integrated with numerous thirdparty applications, as well as other IBM core technologies. Security can be extended from Web access to UNIX, Linux, NT, and mainframe environments, providing a consistent security implementation across the extended enterprise.

3、IBM目录服务方案 1.IBM Directory Integrator (IDI) Tivoli目录整合
*在不同的应用和目录服务器资源之间同步和交换信息 *跨不同数据存储库的数据管理 *建立一个坚固可靠的目录服务结构，可以被众多的应用使用 *集成基于目录服务结构的信息，例如：产品名称和价格数据等这些并非和用户相关的信息 2.IBM Directory Server Tivoli目录服务器 *用于存储应用涉及到的用户信息（包括内部员工、外部的供应商、客户等）。 *在现在的企业中，目录服务器将会成为安全和应用架构的重要组成部分，甚至于是核心的地位， *企业在选择目录树的时候，也会把它作为一个重要的、策略性的决定而认真考虑。 There are 3 middleware Sales Areas: Automation Security and Storage. Automation is further broken down to the 5 key service areas that are necessary to enable this transformation to on demand; Availability, Optimization, Provisioning, Orchestration, and Business Service Management, sometimes called BSM). Let’s look at each of these: Availability: Ensures the health and appropriate functioning of IT environments Example: A potential problem is detected and corrected automatically before systems are impacted. In recent focus groups, Availability was viewed as the most important are of automation driven by the visibility and uptime needs of mission critical applications. Security: Ensures information assets, confidentiality and data integrity are protected Identity management ensures the right people have the right access to the right resources automatically. Customers tell us that security importance is driven not only by the need to manage identities across the enterprise, but also by compliance with regulatory pressures to maintain privacy of information “Leveraging technology to efficiently address information privacy is an important element of our privacy program. The IBM Tivoli Identity Management tools automate and centrally manage our enterprise wide privacy policies.” —Chris Zoladz, Chief Privacy Officer, Marriott International, Inc. Optimization: Ensures the most productive utilization of IT infrastructure Workload between resources is automatically balanced for optimal throughput and performance. Optimization is of critical importance to IT professionals looking to ensure they are getting the most of their existing resources. Provisioning: Makes available the right resources to the right processes and people High resource utilization is detected and additional capacity is automatically allocated to meet response time targets. Customers tell us that since it is hard to gauge the impact of growth or the implementation of new initiatives, being able to reallocate or de-allocate resources quickly from application to application is of vital importance. IMPORTANT: These first 4 form the foundation for the next 2! Orchestration: Business policies are used to trigger changes in the IT infrastructure using XML workflows based on company best practices. Customers tell us they view Orchestration as a critical part of the overall blueprint – and the customizability and ease of working with industry standards-based XML workflows will enable them to capture their own best practices for managing their IT environment. Business Service Management: IT resources can be viewed in a business context with clearly set business priorities to ensure the right processes get attention first when problems arise – ensuring better management of service levels.

Tivoli Security Event management
(1) Tivoli Risk Manager（定位于安全事件集中管理，应用于有多家安全产品的环境）安全事件管理中心收集安全事件，过滤无关或重复安全事件；综合分析确定安全故障根源；支持与业界多种主流安全产品进行集成； There are 3 middleware Sales Areas: Automation Security and Storage. Automation is further broken down to the 5 key service areas that are necessary to enable this transformation to on demand; Availability, Optimization, Provisioning, Orchestration, and Business Service Management, sometimes called BSM). Let’s look at each of these: Availability: Ensures the health and appropriate functioning of IT environments Example: A potential problem is detected and corrected automatically before systems are impacted. In recent focus groups, Availability was viewed as the most important are of automation driven by the visibility and uptime needs of mission critical applications. Security: Ensures information assets, confidentiality and data integrity are protected Identity management ensures the right people have the right access to the right resources automatically. Customers tell us that security importance is driven not only by the need to manage identities across the enterprise, but also by compliance with regulatory pressures to maintain privacy of information “Leveraging technology to efficiently address information privacy is an important element of our privacy program. The IBM Tivoli Identity Management tools automate and centrally manage our enterprise wide privacy policies.” —Chris Zoladz, Chief Privacy Officer, Marriott International, Inc. Optimization: Ensures the most productive utilization of IT infrastructure Workload between resources is automatically balanced for optimal throughput and performance. Optimization is of critical importance to IT professionals looking to ensure they are getting the most of their existing resources. Provisioning: Makes available the right resources to the right processes and people High resource utilization is detected and additional capacity is automatically allocated to meet response time targets. Customers tell us that since it is hard to gauge the impact of growth or the implementation of new initiatives, being able to reallocate or de-allocate resources quickly from application to application is of vital importance. IMPORTANT: These first 4 form the foundation for the next 2! Orchestration: Business policies are used to trigger changes in the IT infrastructure using XML workflows based on company best practices. Customers tell us they view Orchestration as a critical part of the overall blueprint – and the customizability and ease of working with industry standards-based XML workflows will enable them to capture their own best practices for managing their IT environment. Business Service Management: IT resources can be viewed in a business context with clearly set business priorities to ensure the right processes get attention first when problems arise – ensuring better management of service levels.

用户的需求和Tivoli的解决方案-安全管理（1）
客户需求 Tivoli解决方案说明公司规模较大，IT系统中各种用户帐号多,但缺乏统一管理 Tivoli Identity Manager (TIM) Tivoli Access manager (TAM) for e-business; IBM directory integrator (IDI); IBM directory server 身份管理系列产品 TIM通过集中的用户帐号管理，密码同步和最终用户自助的密码重设和帐号更新来降低IT支持的成本；TAM通过实现WEB应用的单一登录降低成本；IDI实现用户数据在不同目录服务器和数据库之间的同步； Portal项目 TAM for e-business ;TIM / IDI /Directory server

用户的需求和Tivoli的解决方案-安全管理（2）
客户需求 Tivoli解决方案说明 WEB应用发展很快，需要保证portal和WEB应用得到良好保护 TAM Family TAM家族提供单一的安全模式，支持websphere application server, websphere portal,websphere MQ, Siebel 2000, people portal,及其他web应用用户越来越多的抱怨需要多次登录的问题；我不能降低安全保障，但我又希望改善用户的满意度 TAM for e-business; TIM TAM解决单一登录；TIM所具有的自助功能和自动流程能使用户快捷方面的更改自己的密码；如此多的安全事件，我们根本无从判断安全问题的根源在哪里 Tivoli Risk Manager TRM能集成Tivoli及其他的安全产品，统一收集安全事件信息并综合分析判断，以确定问题根源；

7.4 Storage（备份管理方案）

国内备份管理市场现状存储管理软件的功能明确,使用相对简单.效果直接;是Tivoli中需求最多的产品.
随着客户IT系统建设的完善,存储数量的迅速增长,存储管理软件需求呈相对应的高速增长.市场总量巨大.几乎客户所有的IT项目都会有数据备份的需求; 客户对于存储备份的需求往往是提供完整的软硬件解决方案. 市场上有较多专注于提供整体存储备份解决方案的集成商. IBM今年宣布TotalStorage方案.

Tivoli的备份管理解决方案 Storage Automation Security Backup and Recovery
Tivoli Infrastructure Management Family Tivoli Intelligent ThinkDynamic Orchestrator Tivoli Provisioning Manager Tivoli Systems Management Solution Business Service Management Event Correlation and Automation Monitoring, Configuration and change management Security Tivoli Integrated Identity Management Tivoli Identity Manager Tivoli Access Manager for (e-business/OS/Business integration IBM Directory Integrator IBM Directory Server Tivoli Security Event Management IBM Risk Manager Storage Backup and Recovery 数据备份和恢复 Storage Infrastructure Management 存储架构管理 SANergy File Sharing 基于SAN文件共享 In addition to refreshing most of our products with incremental releases in 2003, we also shipped several very significant new capabilities. TMTP 5.2 represents an entirely new technology model for end to end transaction management. It first went to customers in late October, and has had more than 15 good POCs since then. At a customer in EMEA, we faced an ultimatum from the CIO -- that already had Mercury installed and a contract in his hand waiting to be signed. The CIO told us we had one week to prove we could meet their needs or he would throw us out and go with the Mercury solution. The team installed the current release of TMTP and was delivering reports in four hours. At a customer in the Americas, the customer allocated three days for the TMTP POC. The team had TMTP installed and up and running by lunchtime on Day One. They had a meeting with customer after lunch to demonstrate the product and reports from their environment. --- I also want to point out the impact of our overall Security portfolio in We have changed the industry landscape in identity management, where the combination of identity, access, user administration, provisioning, and directory became the holy grail and the competitors are following us. CA even went to the extent of copying our product names – with CA eTrust Access Control, CA eTrust Identity Manager, CA eTrust Directory Server. Netegrity bought Business Layers to copy our strategy. Sun bought WaveSet to copy us. The analysts accept our strategy and call us the powerhouse of identity management. We are in front, and we need you to maintain this lead. The key point is, we will continue to provide the capabilities you need to be successful in the big opportunity markets.

Tivoli Data Backup and Recover
1.Tivoli Storage Manager (TSM) 备份管理提供基本的文件数据备份功能;存储介质的管理;包括简易版和增强版.是后面备份模块的基础. There are 3 middleware Sales Areas: Automation Security and Storage. Automation is further broken down to the 5 key service areas that are necessary to enable this transformation to on demand; Availability, Optimization, Provisioning, Orchestration, and Business Service Management, sometimes called BSM). Let’s look at each of these: Availability: Ensures the health and appropriate functioning of IT environments Example: A potential problem is detected and corrected automatically before systems are impacted. In recent focus groups, Availability was viewed as the most important are of automation driven by the visibility and uptime needs of mission critical applications. Security: Ensures information assets, confidentiality and data integrity are protected Identity management ensures the right people have the right access to the right resources automatically. Customers tell us that security importance is driven not only by the need to manage identities across the enterprise, but also by compliance with regulatory pressures to maintain privacy of information “Leveraging technology to efficiently address information privacy is an important element of our privacy program. The IBM Tivoli Identity Management tools automate and centrally manage our enterprise wide privacy policies.” —Chris Zoladz, Chief Privacy Officer, Marriott International, Inc. Optimization: Ensures the most productive utilization of IT infrastructure Workload between resources is automatically balanced for optimal throughput and performance. Optimization is of critical importance to IT professionals looking to ensure they are getting the most of their existing resources. Provisioning: Makes available the right resources to the right processes and people High resource utilization is detected and additional capacity is automatically allocated to meet response time targets. Customers tell us that since it is hard to gauge the impact of growth or the implementation of new initiatives, being able to reallocate or de-allocate resources quickly from application to application is of vital importance. IMPORTANT: These first 4 form the foundation for the next 2! Orchestration: Business policies are used to trigger changes in the IT infrastructure using XML workflows based on company best practices. Customers tell us they view Orchestration as a critical part of the overall blueprint – and the customizability and ease of working with industry standards-based XML workflows will enable them to capture their own best practices for managing their IT environment. Business Service Management: IT resources can be viewed in a business context with clearly set business priorities to ensure the right processes get attention first when problems arise – ensuring better management of service levels. 2. TSM For DB/Application/Mail (数据库/应用/邮件系统)在线备份提供数据库/应用/邮件系统在运行状态下的在线备份,既不影响业务的正常运行,又提供数据的充分保障;该产品基于TSM基础上运行; 3. TSM For SAN 提供基于SAN网络的备份功能.以充分利用SAN充分的网络容量,避免备份数据对LAN的性能影响;该产品基于TSM基础上运行;

Tivoli Storage Infrastructure Management
1.Tivoli Resource Manager (TSRM) 存储资源管理 *定位于拥有分布范围广、未充分利用且增长迅速的存储资源的公司; *提供对存储资源管理并提供分析报告，能让用户改进存储资源的利用率和制订存储策略，并预计未来存储量的增长。包括TSRM For Chargeback/DB There are 3 middleware Sales Areas: Automation Security and Storage. Automation is further broken down to the 5 key service areas that are necessary to enable this transformation to on demand; Availability, Optimization, Provisioning, Orchestration, and Business Service Management, sometimes called BSM). Let’s look at each of these: Availability: Ensures the health and appropriate functioning of IT environments Example: A potential problem is detected and corrected automatically before systems are impacted. In recent focus groups, Availability was viewed as the most important are of automation driven by the visibility and uptime needs of mission critical applications. Security: Ensures information assets, confidentiality and data integrity are protected Identity management ensures the right people have the right access to the right resources automatically. Customers tell us that security importance is driven not only by the need to manage identities across the enterprise, but also by compliance with regulatory pressures to maintain privacy of information “Leveraging technology to efficiently address information privacy is an important element of our privacy program. The IBM Tivoli Identity Management tools automate and centrally manage our enterprise wide privacy policies.” —Chris Zoladz, Chief Privacy Officer, Marriott International, Inc. Optimization: Ensures the most productive utilization of IT infrastructure Workload between resources is automatically balanced for optimal throughput and performance. Optimization is of critical importance to IT professionals looking to ensure they are getting the most of their existing resources. Provisioning: Makes available the right resources to the right processes and people High resource utilization is detected and additional capacity is automatically allocated to meet response time targets. Customers tell us that since it is hard to gauge the impact of growth or the implementation of new initiatives, being able to reallocate or de-allocate resources quickly from application to application is of vital importance. IMPORTANT: These first 4 form the foundation for the next 2! Orchestration: Business policies are used to trigger changes in the IT infrastructure using XML workflows based on company best practices. Customers tell us they view Orchestration as a critical part of the overall blueprint – and the customizability and ease of working with industry standards-based XML workflows will enable them to capture their own best practices for managing their IT environment. Business Service Management: IT resources can be viewed in a business context with clearly set business priorities to ensure the right processes get attention first when problems arise – ensuring better management of service levels. 2. Tivoli SAN Manager (TSNM) Tivoli SAN 管理 SAN网络拓扑发现; SAN设备监控

存储资源管理方案 RAS -- Reliability, Availability, and Serviceability
RAS -- Reliability, Availability, and Serviceability 14X DATA FACTOR Industry trends suggest that their exists a 14X Factor which predicts that the average amount of data in a Global 2000 enterprise will grow from 20TB today to 300TB by end of This equates to approximately 75,000 4-GB volumes of information assets to manage!! Summary Change and Growth Management Easing infrastructure planning and design complexities Availability and Service Continuity Business continuity Applications Cost of Ownership Skills and Training Planning and Forecasting Capacity Improve system designs

Tivoli SANergy File Sharing
拥有SANergy的SAN环境 SANergy帮助您实现共享存储设备共享文件系统共享应用数据 App LANFree备份/恢复

客户的需求和Tivoli解决方案-备份管理（1）
客户需求 Tivoli机会其他可能的机会将数据备份以保证数据安全（伴有带库需求）,并要求应用的在线备份 Tivoli Storage Manager (TSM) ；TSM for Apps , DB ,ERP ,Mail TSM for SAN HW 利用SAN进行存储备份（LAN Free) TSM For SAN SANergy ;Tivoli storage Area Network manager (TSNM) 优化存储资源配置,防止应用由于存储空间不足当机 Tivoli storage resource manager (TSRM) TSM,TSNM 要求有智能化一键式恢复功能 TSM For system backup and recovery (AIX/NT) * 能将很少使用数据离线保存，同时降低成本 TSM TSM For space manager TSRM 大容量的跨多平台共享文件 SANergy TSNM

7.5 其他ITIL V3 解决方案简介

BMC ITIL v3 应用方案（4-1） BSM（Business Service Management，业务服务管理）

BMC ITIL v3 应用方案（4-2） BMC Atrium 支持ITIL V3 配置管理系统

BMC ITIL v3 应用方案（4-3） BSM 成熟方案— 访问/身份管理

BMC ITIL v3 应用方案（4-4） BMC 服务影响管理提供： * 与事故管理的紧密集成；
BSM 成熟方案—业务影响管理 BMC 服务影响管理提供： * 与事故管理的紧密集成； * 基于角色的业务视图，显示业务以及支持每项业务的IT 基础架构元素； *自动调用服务模型编辑器提供的服务模型； *服务台的紧密集成； *为支持人员提供关于关键业务功能影响的有价值信息。

CA ITIL V3 应用方案 EITM 应用方案

CA ITIL V3 应用方案-CA服务管理生命周期

CA ITIL V3 应用方案-CA 产品与V3 流程的映射

IT Service Management 2011年度教育部-IBM精品课程

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IT Service Management 2011年度教育部-IBM精品课程

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