IT Service Management: Optimizing Today and Preparing for the Future

http://www.ibm.com/ibm/servicemanagement/us/en/getting-started.html?cmp=agus_...

IBM customer, Armando Lemos, speaks about the importance of having effective IT service management in place. Businesses look to software to help with challenges such as operational risk, compliancy needs, security, and performance. However, the important thing is not only meet business challenges, or not only accomplish IT goals, it's truly to merge them all and sa and have a good solution for any customer, which is smart in the essence that it will provide sound architecture for the future whoever and whenever it's needed.

"Well, the IT infrastructure has changed quite a bit. If you look at the mainframe environments, they used to be very large, very concise and now you have the open systems environment taking some of the place and really really growing fast, growing a lot of it, and it's important to realize what are those changes and to cope with new challenges on the IT side. The customers definitely want more for less, so it is a matter of combining different goals to the banking industry and provide high quality services, without obviously losing quality on that service to the external user. Now everybody, if I may, may consider infrastructure as a kind of plumbing, you have to make sure that you have the right pipes running smoothly and everything goes well, nobody actually notices anything. As infrastructure manager, we had a couple of business requirements and issues that we would like to solve. First, the business growth requirement, the ability to innovate, the operational risk, the compliancy needs, security, performance, flexibility, just to name a few. So we considered the regulatory, the legal, the compliance issues that we have to face, but on top of that, what the business is willing to get in the end is reduced cost reduction, better quality of service. The important thing is not only fulfill business, or not only accomplish IT goals, it's truly to merge them all and say, hey, we definitely have a good solution for any customer, which is smart in the essence that it will provide sound architecture for the future whoever and whenever it's needed. Trust is something really important for us. And we had to make a decision between choosing different companies for our project or relying one company that could deliver it all. IBM showed to us that its ability to execute is important and we counted on that to provide the high quality that the business was willing to have. IBM is one technology company and being technological, it means that we can rely on them to provide the same quality today and in the future. So it's important for us to get such a vision that whatever we're doing today will definitely be useful in the future.
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Category:

Science & Technology

Tags:

• Armando Lemos
• Banqua Besa
• IT service management
• service management software
• IT infrastructure
• Tivoli
• IBM
• operations management software