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Exam: 000-010

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Vendor IBM
Certification IBM Certifications
Exam Code 000-010
Exam Title Fundamentals of Applying Tivoli Service Management Solutions
No. of Questions 77
Last Updated 10/19/2016
Product Type Q & A with Explanation
Question & Answers Download
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Exams Description

Fundamentals of Applying Tivoli Service Management Solutions 2008

This Training will cover
Section 1 - Establish the Customer's Baseline

1. Give the need to evaluate a customers environment, analyze the technical environment including networking, hardware, software and security, so the customers environment has been evaluated.

With emphasis on performing the following tasks:
1. Determine size of environment (servers, locations, etc).
2. Determine which operating systems are being used.
3. Determine which 3rd party products are in use (database, application servers, etc).
4. Determine which authentication and security protocols are in use.
5. Determine what hardware is in use and available for future expansion.
6. Determine the number of assets to be managed.

2. Give the need to understand the customer environment, analyze other third party applications the customer has including ERP applications like SAP, Oracle, Seibel, PeopleSoft, or home grown application; IT Governance application, IT Monitoring application, IT application development application, IT asset discovery application for ITAM/ITSM; Maintenance and enterprise asset management application for EAM, so that the current solution is identified and a migration or integration path is identified.

With emphasis on performing the following tasks:
1. Determine the application currently in use.
2. Determine weakness or pain the customer has with their current application.
3. Determine how the current application is integrated with other applications.
4. Determine if the customer wants to migrate to a new system.
5. Determine if they plan to include any other application into the system.

3. Give the need to understand how best to position IBM solution to the customer, the solution advisor should analyze the competitive products that the customer is picking and the reason behind it.. This will help understand customer�s budget and the mindset customer has towards IBM, so that the IBM solution is appropriately based on customer requirements and competition.

With emphasis on performing the following tasks:
1. Determine the competitive products the customer is considering.
2. Determine how IBM solution compares with the competitors solution.
3. Determine how IBM solution needs to be positioned.
4. Determine customer mindset towards IBM solution.
5. Determine probable budget for the total solution.

Section 2 - Evaluate the Customer's People and Processes

1. Give a list of the customer�s documented business processes, identify the key areas of the processes that relate to IT and Enterprise Asset Management so that the customer�s current business processes have been assessed and any gaps have been identified.

With emphasis on performing the following tasks:
1. Obtain list of customer business processes.
2. Interview key contacts to gather information about each process.
3. Attain a full understanding of all the steps of the processes.
4. Determine objectives of each process.
5. Determine risks within the process.
6. Determine key controls used within the process.
7. Create process flowchart maps.
8. Identify value-adding and non-value-adding activities.
9. Evaluate for improvements using IBM or 3rd party technology that is flexible and fully supportive of business process objectives.

2. Give a customer contact, obtain a description of the IT and business organizational structure and create a document that represents the organizational structure within an ITIL framework of the customers environment so that the IT and business organizational structures and individuals assigned are documented.

With emphasis on performing the following tasks:
1. Request IT and business organizational structure information from customer.
2. Process information received.
3. Determine who performs these roles for ITIL Services Support.
1. 1st Level Support
2. 2nd Level Support
3. 3rd Level Support
4. Incident Manager
5. Problem Manager
6. Change Manager
7. Release Manager
8. Configuration Manager
4. Determine who performs the roles within ITIL Service Delivery.
1. Service Level Manager
2. Availability Manager
3. Capacity Manager
4. IT Service Continuity Manager
5. Financial Manager
5. Determine who in the organization forms the ITIL Bodies.
1. Change Advisory Board (CAB)
2. Emergency Committee (EC)
6. Determine who performs the following roles outside of IT Service Management.
1. Applications Manager
2. Infrastructure Manager
3. Test and QA Manager
7. Determine who performs the ITIL Roles on the Customer Business Side.
1. Client or Contract Manager
2. Users
8. Compile the results of the processed information.
9. Create document that represents the IT and business organizational structures within the customer environment.

3. Give a list of key decision makers, interview key decision makers and compile the customer�s Asset Management requirements so that a document is created containing the customer�s business and desired Asset Management objects, goals and current pains.

With emphasis on performing the following tasks:
1. Determine the customers Vision, mission and values -- Organizations begin with a vision, where the organization is going which is derived from customer needs. It provides strategic planning which produces the goals and objectives.
2. Determine the customers Goals & Objectives in relation to IT and Enterprise Asset Management: Management defines financial targets for the organization and sets goals for other issues, ranging from product development, market expansion to productivity targets. Objectives are specific, quantifiable one-year targets. Goals are four- to five-year milestones against which to measure progress. Possible goals and objectives are:
1. Reduce the cost of doing business.
2. Increase our profitability.
3. Convert our business processes to an ITIL framework.

The goals should be tangible and have measurable metrics that can be used to inform and guide you and let you know when you've achieved your goal. Determine what are your customer's problems, what is not working or what could be working better for the customer. Determine the problem that needs to be solved.

#I cannot identify individual components for a product.
#What is the user trying to do?
4. #What information about the components is being sought, and for what purpose? Determine the customers core competencies, and then use them as a stepping stone to help determine how you can best leverage the IBM solutions.
5. Determine how much change will be required. Their organization will need to move ahead with a solution to relieve their pain, what processes, systems and applications will be affected.
6. Document the customers short term objectives, long term goals and areas of pain.

Section 3 � IT Asset and Service Management

1. Give the need to propose an IBM solution design, have working knowledge of the core products and familiarity with related Tivoli operational management products, so the client understands the breadth and depth of the capabilities and reach of the Tivoli portfolio.

With emphasis on performing the following tasks:
1. Asset Management for IT: Asset Management for IT is a suite of products (each product sold individually), that allows organizations to gain control of all IT assets across the enterprise.

The Asset Management for IT portfolio can manage hardware and software assets through the IT Asset Management lifecycle from planning through retirement. Managing the lifecycle with the AM for IT portfolio results in aligning IT with your company�s strategy, cost savings, improved business processes, helps ensure compliance and delivers an effective ROI.
1. Plan : The Plan Phase is where a company formulates a budget and an associated schedule for hardware and software acquisitions. The technology refresh cycle indicates when existing assets will need to be replaced based on company policy. Stock rooms are used to keep spares and check inventory before a purchase is made.
2. Acquire: The Acquire Phase is where the asset gets purchased and created in the application. A PO approval process should be in place to expedite and control purchasing. Assets can be created from a PO, receipt of an asset into inventory or directly from a vendor.
3. Deploy: The Deploy Phase is where assets are assigned either to an employee, project or business unit. Employee information including location is received from HR feeds. The status of the asset is tracked as moves throughout the IT AM lifecycle. Communication with the end user allows for a smother deployment. Integration with Tivoli Service Desk can generate service tickets for the technician.
4. Manage: The Manage Phase is where asset reconciliation between what is discovered vs. what has been purchased occurs. Installs, moves adds and changes (IMAC) need to be recorded. Integration with Change Manager allows for more robust change management processes such as Request for Change (RFC) to be implemented. During the Manage phase assets costs are managed through software license compliance, monitoring stock rooms and viewing software use.
5. Retire: The Retire Phase is where an asset has reached its end of life. The asset can be disposed, auctioned, donated, sold to an employee, returned to a leasing company or purchased.

6. The Asset Management for IT Lifecycle is an endless loop. Once an asset is retired, the planning phase begins to determine how to replace the asset, if required.Benefits - Control Cost:

- Address IT cost management challenges and reduce Total Cost of Ownershiop (TCO) by gaining optimal visibility for end-to-end IT Asset Management and centralize purchasing for greater economies of scale.
- Identify cost drivers which allow action to reduce costs.
- Optimize software licenses and reduce likelihood of overbuying as well as fines due to under-licensing.
- Measure the usage of shared IT resources for resource accounting, charge back billing, IT cost management, cost reduction and optimization.
Mitigate Compliance Risk
- Simplify the growing complexity of license compliance.
- Support regulatory compliance initiatives such as Sarbanes Oxley Section 404, Basel II minimizing IT associated risk.
Improve IT Service Levels to meet increasing business demands
- Integrate Asset Management and IT Service Management to optimize end-to-end processes and better align IT with the business.
- Help IT make proper, strategic purchasing decisions with more reliable asset inventory data .
7. - Reduce outages and failures with proactive asset management practices.Software Asset Management, as a critical subset of IT Asset Management:

- Of the three components of IT Asset Management (Hardware, Software, Contracts), Software Asset Management (SAM) is involved in two (Software and Contract components).
- Hardware costs tend to remain fairly stable and have been declining over the years as apposed to software and contracts, whose costs are on the rise and remain unstable. After labor, software has become the most expensive cost for IT.
- Software asset management is a high expense for a company as well as being the most difficult component to manage (due to its rather intangible nature).
- Effective SAM is the only way to manage software cost and compliance.
- Only IBM delivers the four essential sets of integrated information required for effective Software Asset Management across all significant environments:
- Inventory (What software do I have?)
- License use/Software use (What software assets are in use?)
- License compliance (Are we over-licensed [potential saving] or under-licensed [potential compliance risk]?)
- Contract and Financials (What does each software asset cost now and in the future?)
- In the above four essential steps, Tivoli License Compliance Manager and Tivoli License Compliance Manager for z/OS can capture data on the first three. The final step (Contract and Financial) is captured in Tivoli Asset Management for IT.Tivoli Service Request Manage: Request management is the formal interface between a service delivery organization and the customers and consumers of its services.

Requests are the mechanism for initiating action in the service deliver organization. All requests have a common lifecycle. The function of the request management process is to manage all types of request through their lifecycle. Request management is an inward focused process. It controls the processing of requests within the service organization.

A request has three basic lifecycle states:
Registration - The process of receiving a request from an originating source and initiating processing.
Evaluation - The process of analyzing a request to determine the correct course of action required to complete the request.
Fulfillment - Performing the actions identified in the evaluation phase
ITIL - The internal support processes of a service delivery organization are often based on ITIL processes. There is a logical flow through these processes from detection through resolution.
Work automation � provides common management of the fulfillment phase of all requests. Having a unified work management system that handles activates from any type of requests separated the management human and automated resource from the processes that generate work for those resources.

Interaction Management - Interaction management is outward facing. It is about the relationship between a service organizations and its customers. The two primary goals are:
- improving the user experience (Quality of Service/User satisfaction),
- improved efficiency through elimination of unnecessary interaction and use of the most efficient interaction mechanism.
User Community � The user community interacts with the support organization through a variety of communication channels.
IT Call Center � Historically the Call center functioned as an interface between end users and support applications. With the wide spread deployment of web based applications end users now have direct access to these applications. The function of the call center has shift to a service deliver organization. It provides user assisted problem determination and resolution,
End User Self help � End user self help provides end user direct access to support automation tools. The goal is to automate as much of the interaction management and service support processes as possible
Knowledge Management � Knowledge management provides automated assistance in problem determination and in some cases resolution to both support analysts and end users.
Traditional Service Desk � The traditional service provides a single solution for request management and tracking for both the support center and the operations center. Historically, it has been week integration with both operation center and support center automation. The current trend it to extend the service desk more deeply into the operations center with the service desk asset repository being evolved into a CMDB. They are still weak on integration with support center automation.
ISM Service Desk � The ISM Service desk focuses on the Incident management and the problem management processes and on all aspects of request and interaction management. The focus on end user support plays to the over service request management concept.
Operations vs. Support � Automation of both operations and support has caused the way the incident and problem management processes are implemented in the support center vs. the way they are implemented in the operations center to diverge to the point that they have little but the names in common.
Operations: In the operations center these processes are tightly tied into the overall ITIL service support processes.
- The systems and service supported are mission critical assists in the operation center.
- The majority of incidents are created though automated monitoring tools.
- The people doing incident management are measured by service downtime.
- The incident management tools need to integrate with event management tools, the CMDB, and the other ITIL processes.
Support Center: In the support center these processes focus on interactions with end users.
- The systems supported are end users desktops, or end user interactions with services.
- Incidents are created either directly by end users or by analysts ob behalf of end users.
- The people doing incident management are measured by call duration and end user satisfaction.
- The incident management tools need to integrate with inbound communication systems such as telephone and chat, and outbound systems such as remote control.
Service Catalog � The Service Catalog provide a mechanism for automating the deliver of structured and well defined services. It shares interaction management, request management, and work management with the service desk.
Shared Platform � Service Desk, Service Catalog, as well as other PMP share a common platform for task and work management
1. Benefits

- Streamline ITIL-based incident and problem management processes for more rapid service restoration.
- Increase the availability of critical IT services.
- Help optimize productivity of service-desk personnel and increase end-user satisfaction.
- Maximize IT infrastructure stability and availability.
- Establish a common solution for global support.
- Align IT operations and your business with service level management, service provisioning and service catalog.
- Provide flexibility to your internal customers to shop for published IT service offerings through service catalog.
- Assign and track SLA compliance to your service request/requisitions.
- Associate cost to your IT service offerings and manage consumption.Tivoli Change and Configuration Management Database: The IBM Tivoli Change and Configuration Management Database (CCMDB) is the foundation for the IBM Service Management (ISM) strategy. It is the foundation for core Information Technology Infrastructure Library (ITIL) process solution deliverables like Configuration, Change or Release Management. These process solutions provide best-practice implementations of core ITIL processes.

The CCMDB provides a shared infrastructure as well as a set of foundation services used by different ISM process solutions (as those mentioned above) and includes the Configuration and Change Management processes which provide core management capabilities needed in an IT environment.
In addition, the CCMDB incorporates a consistent data model and data layer implementation and includes a framework for discovery of resources and its relationships.

A Configuration Management Database (CMDB) according to ITIL is a database used to manage Configuration Records throughout their life cycle. The CMDB records the attributes of each CI (Configuration Item) and its relationships with other CIs and provides the underpinnings for IT Service Management processes.

A CI has several characteristics, a classification or type, attributes which describe the CI depending on its classification, and relationships that describe how a CI is related to other Configuration Items.

In ITIL a CI is defined as: �Any component that needs to be managed in order to deliver an IT Service. Information about each CI is recorded in a Configuration Record within the CMDB and is maintained throughout its lifestyle by Configuration Management. CIs are under change control by Change Management.�
The Tivoli Configuration Management process enables IT organizations to identify, control, account and audit all Configuration Items (CIs) in the IT infrastructure through the Configuration Management Database (CMDB). It stores a logical model of the IT infrastructure containing configuration items, their attributes and displays a graphical view of the CI inter-relationships.
In Tivoli CCMDB, theChange process is initiated with a Request for Change service request.
1. Benefits

- Delivering efficient, cost-effective management solutions by integrating IT processes, data and people and automating operational management product use.
- Leveraging automated discovery, application mapping and visualization capabilities to facilitate a comprehensive view of attributes and relationships between configuration items and supported business services.
- Facilitating internal and regulatory compliance by enforcing policies as well as tracking and recording changes across your organization.
- Employing best-practice change management processes with impact assessment and visibility of schedules to reduce business impact.
- Helping ensure configuration data is current through change and configuration process management.
- Visualizing all critical intelligence regarding the infrastructure through data consolidation and federation capabilities.Tivoli Application Dependency Discovery Manager: Tivoli Application Dependency Discovery Manager (TADDM) is the component of CCMDB which provides discovery aggregation, reconciliation and data federation functionality. It also provides non-process Configuration Management tasks necessary to support the discovered (Actual CI) data in the CMDB. This includes the configuration and scheduling of discovery, support for manually creating CIs and management of naming and reconciliation rules.

TADDM serves as the single source for discovered CIs in CCMDB 7.1.
1. Benefits: TADDM provides complete and detailed application maps of business applications and its supporting infrastructure, including cross-tier dependencies, run-time configuration values and complete change history. By leveraging the automated maintenance of these application maps, as well as the ability to easily integrate this data with other enterprise information, IT organizations can:

- Ensure cost-effective and successful implementation of their Business Service Management initiatives.
- Dramatically lower the business risks of service failures and inconsistencies.
- Ensure compliance to technology and regulatory standards.
- Reduce time to problems resolution.Tivoli Unified Process (ITUP)/Tivoli Unified Process Composer (ITUP Composer): ITUP is a free, read only knowledge base that describes IT Service Management processes. It is an excellent reference for guidance on industry best practices and tools that can help automate processes and tasks.

ITUP Composer is a tool that allows for an implementation of the ITUP framework by defining and creating IT Service Management processes that will fit the business needs of an organization. ITUP Composer is shipped with CCMDB version 7.1.
1. Benefits: ITUP is intended for use by anyone who has a role in the implementation and delivery of IT Service Management. IT organizations of varying levels of maturity can use ITUP Composer as a resource to do the following:

- Deliver IT services through well-defined, repeatable processes.
- Measure and improve business value.
- Tailor IT services to business priorities.
- Better utilize investments in system management tools and use the right tool for a Give task.
- Establish IT as a thought leader - harnessing key technologies to drive business value.Maximo Base Services: Base Services is the component that will provide a single ISM platform upon which to build process managers with an integrated CCMDB. The core piece of Base Services is an application that runs in WebSphere. The key features include:

- Common UI look and feel across all applications and process managers.
- Common security model that supports Users, User Groups, Sites and Organizations.
- Powerful Work Management and easy to use Workflow capabilities that is the process runtime platform for ISM and CCMDB 7.1.
- Integrated tooling for data and application customization and extensibility .
Reporting engine.
7. - Integration to external sources, including OMPs, through the ITIC Adapters and Maximo Enterprise Adapter (MEA).Other Tivoli Operational Management Products (OMP�s): The Tivoli Software portfolio can be summarized under the following groupings:
1. Asset Management: Achieve greater efficiency in asset management by managing all your asset types on a single platform. Products in this grouping include (but are not limited to):

- IBM Maximo Asset Management: An EAM system that provides comprehensive support for your asset, maintenance, resource and parts supply chain management needs.
- IBM Maximo Mobile Work Manager: A mobile asset and work management solution that enables maintenance and operations technicians to work with IBM Maximo data and processes in the field with mobile devices using various remote communication methods such as wireless, dial-up or manual synchronization.
- IBM Maximo Spatial Asset Management: IBM Maximo� Spatial Asset Management enables users to capture, analyze, and display assets, locations, and work orders in a geospatial perspective. Maximo Spatial Asset Management is built to work with Java components in ESRI�s ArcGIS Server
2. - IBM Maximo Calibration: A fully integrated part of IBM Maximo Asset Management, and used to calibrate tools & measurement equipment, and standards to optimize the quality of products produced.Business Application Management: Manage composite applications and optimize application performance and service levels. Products in this grouping include (but are not limited to):

- IBM Tivoli Composite Application Manager for WebSphere: Helps increase the performance and availability of business-critical applications through real-time problem determination across subsystems � WebSphere, CICS, IMS.
- IBM Tivoli Composite Application Manager for Response Time Tracking: An end-to-end transaction management solution that can proactively recognize, isolate and resolve end user response time performance problems.
- IBM Tivoli Business Service Manager: IBM Tivoli Business Service Manager V4.1 � Provides operational and business audiences with the service visibility and intelligence needed to effectively manage real-time service health.
- IBM Tivoli Service Level Advisor: Enables Service Level Management so that you can align your service delivery with the needs of your customers. This product simplifies the process of defining service level objectives, and automates the process of evaluating service level agreements. It enables you to proactively manage and report service level performance.
3. IBM Tivoli License Compliance Manager: Enables businesses to ensure compliance and reduce cost through advanced inventory and reporting capabilitiesSecurity Management: Ensure compliance to identity and access control policies for IT resources and services. Products in this grouping include (but are not limited to):

- IBM Tivoli Compliance Insight Manager: Provides visibility into your organization�s security compliance posture through automated, enterprise-wide user activity monitoring. Includes dashboard views and reporting to help measure security posture and respond to auditors� requests.
- IBM Tivoli Access Manager for e-business: As a hub for authentication and authorization for Web and other applications, Access Manager centralizes security management and makes it easy and more cost effective to deploy secure applications.
- IBM Tivoli zSecure Suite: Enables customers to facilitate security compliance, monitor and audit incidents and automate routine administrative tasks for the mainframe.
- IBM Tivoli Identity Manager: Provides a secure, automated and policy-based user management solution that helps effectively manage user accounts, access permissions and passwords from creation to termination across the IT environment.
- IBM Tivoli Access Manager for Enterprise Single Sign-On solution
4. Software for simple authentication capability across all systems, services, and applications.Server, Network and Device Management: Optimize performance and automate the provisioning of IT infrastructure resources. Products in this grouping include (but are not limited to):

- IBM Tivoli Monitoring: Proactively manages the health and availability of your IT infrastructure, end-to-end, including operating systems, databases and servers, across distributed and host environments.
- IBM Tivoli Netcool/OMNIbus: Consolidated fault monitoring for real-time service management
- IBM Tivoli Provisioning Manager: Provisions and configures servers, operating systems, middleware, applications, storage and network devices
- IBM Tivoli Configuration Manager: Delivers an integrated solution for deploying software and for tracking hardware and software configurations across an enterprise
- IBM Tivoli Network Manager IP Edition: Realtime network discovery, topology and root cause analysis for layer 2 and 3 networks
5. Service Provider Solutions: Ensure critical services are performing to the highest standards. Products in this grouping include (but are not limited to):

- IBM Tivoli Netcool/Impact: Provides realtime access to business and service contextual information for event enrichment, as well as policy-based management for complex correlation, custom calculation of complex key performance indicators and advanced automations.
- IBM Tivoli Netcool/OMNIbus: Consolidated fault monitoring for real-time service management
6. - Netcool/Realtime Active Dashboards: Business Service Management Software for Real-time Service Modeling & Impact AnalysisStorage Management: Backup, restore, protect and optimize your storage infrastructure and data. Products in this grouping include (but are not limited to):

- IBM Tivoli Storage Manager: Automates data backup and restore functions, supports a broad range of platforms and storage devices, and centralizes storage management operations
- IBM Tivoli Storage Manager for Databases: Secures Informix, Oracle and Microsoft� SQL data, no matter where or how it is stored
- IBM TotalStorage Productivity Center Standard Edition
Combines the assets, capacity, performance and operational management, traditionally offered by separate Storage Resource Management, SAN Management and Device Management applications into a single platform.
- IBM Tivoli Storage Process Manager: Provides a set of customizable ITIL-aligned storage management processes. Manages and coordinates simple and complex change, configuration and incident management processes for an IT
storage environment.
2. Give the advisor�s and/or client�s knowledge of ITIL, interpret the definition of ITIL processes (based off IBM�s PinkVerify Certification plus Service Desk), so the client realizes the technical and business benefits of implementing ITIL.

With emphasis on performing the following tasks:
1. Incident Management
1. Goal: The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is
2. Benefit

Maintain IT service level quality, for example:
- Number of Severity 1 incidents (total and by category)
- Number of Severity 2 incidents (total and by category)
- Number of other incidents (total and by category)
- Number of incidents incorrectly categorized
- Number of incidents incorrectly escalated
- Number of incidents bypassing Service Desk
- Number of incidents not closed/resolved with workarounds
- Number of incidents resolved before customers notice
- Number of incidents reopened
Maintain customer satisfaction, for example:
- Number of User/Customer surveys sent
- Number of User/Customer surveys responded to
- Average User/Customer survey score (total and by question category)
- Average queue time waiting for Incident response
Resolving incidents within established service times, for example:
- Number of incidents logged
- Number of incidents resolved by Service Desk
- Number of incidents escalated by Service Desk
- Average time to restore service from point of first call
- Average time to restore Severity 1 incidents
- Average time to restore Severity 2 incidentsProblem Management
1. Goal: Minimize the adverse impacts of incidents and problems on the business caused by errors in the IT infrastructure and initiate actions to prevent recurrence of incidents related to those errors.
2. Benefit

Avoid repeated incidents, for example:
- Number of repeat incidents
- Number of existing Problems
- Number of existing Known Errors
Minimize impact of problems, for example:
- Average time for diagnosis of Problems
- Average time for resolution of Known Errors
- Number of open Problems
- Number of open Known Errors
- Number of repeat Problems
- Number of Major Incident/Problem reviewsChange Management
1. Goal: Ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of Change-related incidents upon service quality, and consequently to improve the day-to-day operations of the organization
2. Benefit

- Better alignment of IT service to business requirements
- Increased visibility and communication on changes to both business and service support staff.
- Improved risk assessment.
- Reduced adverse impact of changes on the quality of services and on SLAs.
- Improved problem and availability management through the use of valuable management information relating to changes.
- Fewer changes to be backed-out.Configuration Management
1. Goal: Providing information on the IT infrastructure to all other processes and IT management. Enabling control of the infrastructure by monitoring and maintaining information on all the resources needed to deliver services
2. Benefit

- Providing accurate information on Configuration Items (CIs) and their documentation.
- Controlling valuable CIs.
- Facilitating adherence to legal obligations.
- Helping with financial and expenditure planning.
- Making software changes visible.
- Contributing to contingency planning.
- Supporting and improving Release management.
- Allowing the organization to perform impact analysis and schedule changes safely and efficiently.
- Providing problem management with data on trends.Release Management
1. Goal : Implement changes to IT services taking a holistic (people, process, technology) view which considers all aspects of a change including planning, designing, building, testing, training, communications and deployment activities.
2. Benefit

Producing Operable Solutions, for example:
- Number of implementations bypassing Change Management
- Number of implementations utilizing non-standard components
- Number of implementations utilizing non-licensed components
- Number of implementations non-authorized
- Number of incidents caused by releases
- Number of failed Releases
Controlling Releases Into Production, for example:
- Number of Releases implemented without a corresponding RFC
- Number of urgent releases
- Number of releases implemented but not adequately tested
- Number of releases implemented without operational assurance
Implementing Releases Into Production On Time, for example:
- Number of Releases implemented
- Number of Releases implemented lateAvailability Management
1. Goal: Optimize the capability of the IT infrastructure, services and supporting organization to deliver a cost effective and sustained level of service availability that meets business requirements.
2. Benefit

Maintaining Availability and Reliability of IT Services, for example:
- Number of incidents caused by hardware failures
- Number of incidents caused by maintenance failures
- Number of incidents caused by resilience failures
- Number of incidents caused by security failures
- Number of incidents caused by operational failures
- Number of incidents caused by application failures
- Number of incidents caused by data issues/problems
- Number of incidents caused by lack of support skills
- Number of incidents caused by customer actions
Providing Availability Cost Effectively, for example:
- Percentage of delivery cost per customer related to availability activities
- Percentage of delivery cost per customer related to resiliency measures implemented
Proactively Addressing Availability Improvements Where Needed, for example:
- Number of Service Improvement Initiatives (SIPs) in place
- Number of SIPs completed on time
- Number of SIPs not yet staffed/startedService Level Management
1. Goal: Plan, coordinate, negotiate, report and manage the quality of IT services at acceptable cost.
2. Benefit

Meeting Customer Needs and Priorities, for example:
- Customer satisfaction score/rating
- Average time to implement SLA requests
- Number of SLAs in renegotiation
- Number of SLAs requiring changes (targets not attainable, etc.)
- Number of SLA issues logged
Adherence To Service Levels, for example:
- Number of SLA targets missed
- Number of SLA targets threatened
Providing Services Cost Effectively, for example:
- Current cost per customer for delivery of services
- Percentage improvement in delivery cost per customer
Controlling Service Delivery, for example:
- Number of Operational Level Agreement (OLA) issues logged
- Number of Underpinning Contract issues logged
Maintaining Recognized Industry Acceptance For IT Quality, for example:
- Number of ITs articles/white papers published
- Percentage IT Operations staff in industry (i.e; itSMF) programs
- Percentage progress towards industry certification (i.e; ISO9000)
- Dollars spent on external communications activities
Maintaining an IT Service Culture, for example:
- Percentage of IT Operations staff ITIL-aware
- Number of IT Operations staff ITIL certified
- Number of IT Operations staff with advanced ITIL certification
- Number Of Agreed SLAs Not Supported By OLAs/UCsService Desk
1. Goal: Provide a strategic central point of contact for customers and support the Incident Management process by providing an operational single point of contact to manage incidents to resolution.
2. Benefit

Ensure Long Term Customer Retention and Satisfaction, for example:
- Percent Of Customers +#Give Satisfaction Surveys
- Customer Satisfaction Rating Of Service Desk
- Percent Of Caller Hold Times Within Service Targets
- Percent Of Calls Responded To Within Service Targets
- Number Of Incident Records Not Yet Closed
- Number Of Calls Abandoned
Assist In The Identification Of Business Opportunities, for example:
- Number Of Calls Referred To Sales Organization
- Dollar Value Of Referred Calls To Sales Organization
Reduce Support Costs By Efficient Use Of Resources and Technologies, for example:
- Percent Of Calls Resolved At The Service Desk Without Escalation
- Staff Turnover Rate
- Overall Cost Per Call.

Section 3 - cont.

1. Give that the client understands the value of adopting ITIL, classify which IBM Service Management product aligns with which ITIL processes, so that the client and advisor can begin to create the solution design.

With emphasis on performing the following tasks:
1. Service Desk

2. - Tivoli Service Request ManagerIncident Management

- Tivoli Service Request Manager
- Tivoli Asset Management for IT
- Tivoli Composite Application Manager for Response Time Tracking
- Tivoli Composite Application Manager for SOA
- Tivoli Enterprise Console
- Tivoli Monitoring
- Tivoli Netcool OMNIbus
3. - Tivoli OMEGAMON XE and DEProblem Management

- Tivoli Service Request Manager
- Tivoli Composite Application Manager for Response Time Tracking
- Tivoli Composite Application Manager for WebSphere
- Tivoli Data Warehouse
- Tivoli Decision Support for z/OS
- Tivoli Enterprise Console
- Tivoli Monitoring
- Tivoli Netcool OMNIbus
- Tivoli Network Manager
4. - Tivoli OMEGAMON XE and DEChange Management

- Tivoli Business Service Manager
- Tivoli Change and Configuration Management Database
5. - Tivoli Service Request ManagerConfiguration Management

- Tivoli Change and Configuration Management Database
- Tivoli Configuration Manager
- Tivoli NetView
6. - Tivoli Network Manager Release Management

- Tivoli Release Process Manager
- CICS Configuration Manager
- Rational Build Forge
- Tivoli Composite Application Manager for WebSphere
- Tivoli Configuration Manager
7. - Tivoli Provisioning ManagerAvailability Management

- Tivoli Business Service Manager
- Tivoli Data Warehouse
- Tivoli Enterprise Console
- Tivoli Monitoring
- Tivoli Netcool OMNIbus
8. - Tivoli Service Level AdvisorService Level Management

- Tivoli Service Level Advisor
- Tivoli Composite Application Manager for Response Time Tracking

Section 4 � Enterprise Asset Management

1. Give the need to have knowledge of EAM, understand the theoretical concepts of Enterprise Asset Management, the business benefits that an Enterprise Asset Management solution brings to the enterprises, and to have an understanding of various solutions available in EAM domain, so that the EAM solution has been defined.

With emphasis on performing the following tasks:
1. Have an understanding of the concepts of Enterprise asset management: Enterprise Asset Management is a business paradigm that integrates strategic planning with operations, maintenance and capital investment decision-making. On the operations side, EAM caters to increased efficiencies of all assets including inventory, regulatory compliance and human resources by combining the salient goals of investment, maintenance, repair and operations management. Simultaneously, EAM addresses business challenges that include productivity enhancement, maximizing asset life cycle, minimizing total cost of ownership and support of the technology and supply chain infrastructure.

Competitive pressures force organizations to minimize asset total cost of ownership and streamline their asset management operations (these typically involve myriad activities ranging from inventory, parts and labor management to contracts and vendor management for new works). As downtimes become increasingly expensive, both in terms of lost production capacity and unfavorable publicity, organizations are compelled to maximize their asset productive life cycles via optimal maintenance programs. Asset registers, risk registers, work planning and scheduling, life cycle costing and systematic methods for problem identification, root cause analysis and continuous improvement are increasingly seen as prerequisites for a robust asset management system. By providing a platform for connecting people, processes, assets, industry-based knowledge and decision support capabilities based on quality information, EAM provides a holistic view of an organization's asset base, enabling managers to control and optimize their operations for quality and efficiency.
Information Technology Assets are maintained and managed by Information Technology enterprise asset management (ITEAM or ITAM). ITAM differs from EAM only in its focus on IT assets. This focus is important for a number of key reasons:
- Organizational dependence on these assets
- High cost, particularly of datacenter assets
- Rapid pace of change/turn-over for assets
IBM Maximo Asset Manager focuses on both hardware and software asset management, ensuring that the organization has the ability to manage these assets throughout their life. In the case of software, there is the added component of ensuring license compliance.
Enterprise Asset Management packages offer a wide range of capabilities and cover a correspondingly wide range of prices. A typical package deals with some or all of the following:
- Work orders: Scheduling jobs, assigning personnel, reserving materials, recording costs, and tracking relevant information such as the cause of the problem (if any), downtime involved (if any), and recommendations for future action
- Preventive maintenance (PM): Keeping track of PM inspections and jobs, including step-by-step instructions or check-lists, lists of materials required, and other pertinent details. Typically, the CMMS schedules PM jobs automatically based on schedules and/or meter readings. Different software packages use different techniques for reporting when a job should be performed.
- Asset management: Recording data about equipment and property including specifications, warranty information, service contracts, spare parts, purchase date, expected lifetime, and anything else that might be of help to management or maintenance workers.
- Inventory control: Management of spare parts, tools, and other materials including the reservation of materials for particular jobs, recording where materials are stored, determining when more materials should be purchased, tracking shipment receipts, and taking inventory.
2. - Safety: Management of permits and other documentation required for the processing of safety requirements. These safety requirements can include lockout-tag out, confined space, foreign material exclusion (FME), electrical safety, and others. Business benefits of Enterprise Asset Management (EAM):

EAM helps to maximize return on assets, and to develop comprehensive programs for preventive, predictive, routine and unplanned maintenance. Together, these programs contribute to organization goals of reducing costs and increasing asset uptime. Following are the key benefits of EAM.
� Improve return on assets.
� Decrease costs and risk.
� Increase productivity.
� Improve asset-related decision making.
� Increase asset service delivery responsiveness and revenue.
� Facilitate regulatory compliance efforts.
� Lower total cost of ownership.
� Improve utilization and performance.
� Extend asset life.
� Increase labor efficiency and reduce overtime
� Implement effective equipment-based maintenance schedules to reduce downtime
� Manage work order processes to ensure on-time delivery
� Reduce maintenance-related inventory levels for increased savings
� Model various scenarios to determine optimum asset levels and drive decision making
� Track information to improve the ability to collect on warranty claims
� Database structure and hierarchy
� Preventive maintenance scheduling
� Cost accumulation and tracking
� Inception recording and tracking
� Standard and exception reporting
� Maintenance administration
� Predictive maintenance analysis
� Maintenance alternatives analysis
� Physical asset risk management
� Reliability-centered maintenance
� Root cause analysis
� Financial cost/life analysis
� Technical document change management
� Strategic usage analysis
� Strategic planning for asset management

1. Potential Cost Savings/ROI Benefits:
� Labor Utilization up by 10-20%
� Asset utilization up by 3-5%
� Increased planned maintenance by 50-80%
� New Equipment purchases down by 3-5%
� Lost warranty recoveries up by 10-50%
� On-hand inventory needs down by 20-30%
� Inventory carrying costs down by 5 - 20%
� Material costs reduced by 5-10%

2. � Purchasing Labor reduced by 10-50%Other benefits:
� Improved warehouse productivity
� Support for Sarbanes-Oxley compliance
� Improved regulatory/safety compliance
� More accurate data for improved decision making
� Improved work planning/coordination
3. � Sales growth through improved serviceEAM software suite can be configured to meet the needs of a variety of different businesses, including:

- Manufacturing and utilities production such as power generation equipment, refineries, chemical plants and manufacturing lines.
- Facilities such as corporate buildings, hotels, hospitals, airports, government facilities.
Transportation such as rail, rolling stock, over-road vehicles, ships, aircraft.
4. - Information technology (IT) assets ( Hardware and Software) such as servers, laptops, network devices, software configurations, licenses, service.Important key players in the EAM domain are IBM, SAP, Oracle, Infor, Indus International etc.

There are a number of products that cater to the needs of Enterprise Asset Management.
Some of the important product suites are: Datastream, SAP EAM, Oracle EAM, IBM Tivoli Suite, Indus Insite.

2. Give the need to understand the various processes involved in maintaining different kind of assets, define the processes (like Vehicle, Electrical and Mechanical components etc), so that A clear understanding of Processes for maintenance of different Kind of assets such as fleet, maintenance and facility has been defined.

With emphasis on performing the following tasks:
1. Many organizations face a significant challenge to track the location, quantity, condition, maintenance and depreciation status of their fixed assets. Tracking assets is an important concern of every company, regardless of size. Fixed assets are defined as any 'permanent' object that a business uses internally including but not limited to computers, tools, software, or office equipment. While employees may utilize a specific tool or tools, the asset ultimately belongs to the company and must be returned. And therefore without an accurate method of keeping track of these assets it would be very easy for a company to lose control of them.

Asset tracking software allows companies to track what assets it owns, where each is located, who has it, when it was checked out, when it is due for return, when it is scheduled for maintenance, and the cost and depreciation of each asset.
The reporting option that is built into most asset tracking solutions provides pre-built reports, including assets by category and department, check-in/check-out, net book value of assets, assets past due, audit history, and transactions.
All of this information is captured in one program and can be used on PCs as well as mobile devices. As a result, companies reduce expenses through loss prevention and improved equipment maintenance. They reduce new and unnecessary equipment purchases, and they can more accurately calculate taxes based on depreciation schedules.
The most commonly tracked assets are:
� Office Equipment
� Medical Equipment
� IT Equipment, for example laptops.
� Vehicles
� Maintenance supplies
� Educational materials
� Software licenses
� Tools
� Instruments
Asset Maintenance deals with the following:
� Work orders: Scheduling jobs, assigning personnel, reserving materials, recording costs, and tracking relevant information such as the cause of the problem (if any), downtime involved (if any), and recommendations for future action
� Preventive maintenance (PM): Keeping track of PM inspections and jobs, including step-by-step instructions or check-lists, lists of materials required, and other pertinent details. Typically, the CMMS schedules PM jobs automatically based on schedules and/or meter readings. Different software packages use different techniques for reporting when a job should be performed.
� Asset management: Recording data about equipment and property including specifications, warranty information, service contracts, spare parts, purchase date, expected lifetime, and anything else that might be of help to management or maintenance workers.
� Inventory control: Management of spare parts, tools, and other materials including the reservation of materials for particular jobs, recording where materials are stored, determining when more materials should be purchased, tracking shipment receipts, and taking inventory.
2. � Safety: Management of permits and other documentation required for the processing of safety requirements. These safety requirements can include lockout-tagout, confined space, foreign material exclusion (FME), electrical safety, and others. Fleet Maintenance: In today's business market, the responsibilities for maximizing the availability and performance of fleet assets have never been more critical. As companies look to transform themselves into a service-oriented operation, they see their transportation assets as central to achieving enterprise value. Asset and Service Management provides a service oriented architecture for managing all of the assets and service providers of a transportation organization. As an industry solution, Maximo Transportation adds key capabilities that address the issues facing transportation organizations around the world.

Organizations maintaining fleets of any kind-cars, trucks or buses-are faced with multiple challenges in today's environment. They must manage labor costs, warranties and significant inventories, e.g., tires, without sacrificing reliability or safety. They must make immediate and strategic decisions that require effective data analysis capabilities and reporting. And to do this there is a growing need to get information in the hands of maintenance technicians and storeroom personnel.
Asset and Service Management helps meet all of your transportation asset and fleet maintenance challenges, as well as providing a solution for managing service providers. It allows companies to track, manage and optimize performance levels of all assets critical to business operations. This includes the moving assets, from including fleet maintenance of cars, trucks, buses, facilities maintenance of buildings, repair depots and rebuild shops, and IT equipment such as servers, networks and telephony.
Using Maximo for Transportation, organizations are better able to track and manage assets and their performance levels critical to the overall performance of the organization. This includes:
- Moving assets, such as cars, trucks, buses, trains, vessels and aircraft.
- Fixed assets, including buildings, maintenance facilities and stations.
- Linear assets, such as railways and roadways.
- IT assets, ranging from mobile devices to servers.
Maximo for Transportation offers rich functionality to help optimize your core transportation assets. Key features include:
- Automated alerts, to notify technicians that outstanding work is due on an asset, a preventive maintenance work order is due or a vehicle�s warranty period is about to expire.
- Campaign management, which helps you manage recall notices, engineering changes or service bulletins for a group of assets.
- Driver logs, to record problems identified by drivers and provide follow-up.
- Fuel records and tank monitoring, to record fuel consumption, track consumption versus meter readings and provide statistical data.
- Industry code support, which helps you more consistently report information such as failures and repairs, and provides details to help you make industry comparisons.
- Labor certifications, to assign appropriately certified technicians to complete work orders and to help manage the recertification process.
- Meter history and adjustments, to record out-of-sequence meter readings, make meter adjustments to previous readings and track a component�s meter history � even when it is moved from one parent asset to another.
- Position codes, to uniquely identify and track position-based parts for usage and warranty � such as tires, brakes or headlights � without a serial number.
- Transportation reports and key performance indicators (KPIs), which can help you analyze trends and optimize productivity.
- Vehicle data and specifications, to provide key asset information that is configurable by asset type, such as repair location, meter input on work order or fuel type.
3. - Warranty management and recovery, which can make it simpler for you to track and manage individual warranty periods so that you can manage credit, replacement parts and discounts for appropriate items.There are four types of Maintenance Reactive, Preventive, Predictive and Prevention.
1. Reactive Maintenance

System: response to equipment malfunctions
- inefficient maintenance department
- unpredictable equipment operation
- all maintenance work unplanned
Example: light bulb replacement
Results: steady degradation of equipment performance
Maintenance department responsibility:
- respond to emergencies
2. - get production back on linePreventive Maintenance

- periodic adjustments & checks
- periodic replacement of worn parts
- periodic overhaul
- more predictable
- more efficient
Example: changing oil & filters
Results: maintain level of equipment
Maintenance department responsibility:
- checking, replacing & overhauling
3. - perform checks during maintenancePredictive Maintenance

System: periodic measurement & trending of equipment process
- predictable maintenance requirements
- planned & scheduled equipment repairs
Example: vibration analysis
Results: maintain equipment performance with minimal disruption to production
Maintenance department responsibility:
- log equipment repairs
- trend data
4. - predict equipment repair cyclesPrevention Maintenance

System: equipment design is based on minimal maintenance requirements
- close relationship with equipment suppliers
Example: sealed bearings in small electronic motors
Results: continually improving equipment
Maintenance department responsibility:
- input to equipment design
- minimize & eliminate maintenance requirementsMaintenance Frequency

Preventive Maintenance frequency can be of two types:
- Time Based Frequency. Used to define the Frequency Units (days, weeks, months, and years) and Frequency that should be used when generating time based PM work orders.
5. - Meter Based Frequency. Used to define one or more Meters and the criteria that determines when PM work orders should be generated based on meter readings.Work Permits

The following are the different work permits needed when doing maintenance works.
- Hot Work Permit
- Cold Work Permit
- Confined Space Permit
- Electrical Isolation
6. - Mechanical IsolationCondition based maintenance(CBM)

- Performing maintenance based on the actual operating condition of the equipment
- CBM always uses Condition Monitoring
1. CBM is Feasible when:

- Degradation can be detected
- A repeatable failure signature can be recognized
- Failure can be identified with sufficient time to reactFacilities

Many healthcare organizations already use Maximo Asset Management to manage diverse physical facilities at different locations, including the clinic campus, office buildings and laboratories. Maximo Asset Management can help organizations more efficiently manage and maintain the specific operational use of these facilities. Management can be extended down to the department level�emergency rooms, patient rooms and other high-traffic locations�where there is a critical need to monitor specific functions within these locations to help fulfill overall workflow and patient care requirements.

3. Give the need to understand the concept of preventive Maintenance, define the business benefit associated with the preventive maintenance and the understanding of maintenance plans performed on work assets and locations in an enterprise, so that a clear understanding of Preventive Maintenance and the ability to apply it in Enterprise has been defined.

for assets and locations based on time and meter readings.

With emphasis on performing the following tasks:
1. Preventive maintenance is a schedule of planned maintenance actions aimed at the prevention of breakdowns and failures. The primary goal of preventive maintenance is to prevent the failure of equipment before it actually occurs. It is designed to preserve and enhance equipment reliability by replacing worn components before they actually fail. Preventive maintenance activities include equipment checks, partial or complete overhauls at specified periods, oil changes, lubrication and so on. In addition, workers can record equipment deterioration so they know to replace or repair worn parts before they cause system failure. Recent technological advances in tools for inspection and diagnosis have enabled even more accurate and effective equipment maintenance. The ideal preventive maintenance program would prevent all equipment failure before it occurs.
1. Value of Preventive Maintenance : There are multiple misconceptions about preventive maintenance. One such misconception is that PM is unduly costly. This logic dictates that it would cost more for regularly scheduled downtime and maintenance than it would normally cost to operate equipment until repair is absolutely necessary. This may be true for some components; however, one should compare not only the costs but the long-term benefits and savings associated with preventive maintenance. Without preventive maintenance, for example, costs for lost production time from unscheduled equipment breakdown will be incurred. Also, preventive maintenance will result in savings due to an increase of effective system service life.
2. Long-term benefits of preventive maintenance include:

-- Improved system reliability.
- Decreased cost of replacement.
- Decreased system downtime.
- Better spares inventory management.
3. Long-term effects and cost comparisons usually favor preventive maintenance over performing maintenance actions only when the system fails.Preventive maintenance (PM) work is maintenance work performed on a regular schedule in order to keep assets running efficiently. The applications in the Preventive Maintenance module can help you to plan and budget for regular maintenance work by planning the labor, material, service, and tool needs of your regularly scheduled maintenance and inspection work orders.
4. The Master PM application used to create generic maintenance templates. These can be for preventive maintenance, inspections, or any other type of periodic work. You can specify the frequency that the work should be performed, seasonal dates that apply to the PM, and one or more job plans that apply to the PM. Job plans are created in the Job Plans application. Job plans list tasks, labor, materials, service, and tool requirements needed to complete preventive maintenance, inspection, or other work that can be planned in advance.
5. Once you have created a Master PM you can use it to create associated PMs. Associated PMs are non-master PMs that are created and managed in the Preventive Maintenance application and are for a specific asset or location. Non-master PMs are used to generate preventive maintenance work orders for assets and locations.
6. A Master PM record is not used to generate work orders, it is used to create associated PM records, which are managed in the Preventive Maintenance application. Associated PM records contain Site specific information and are used to generate work orders for assets and locations. You can also use Master PMs to automatically update information on associated PMs.
2. Have an understanding of the importance of job Plans and the sequence that needs to be followed in a Preventive Maintenance work: A job plan is a template, with detailed description of work to be performed on an asset, item, or location. If you use job plans you do not have to enter the same information every time you create a work order for similar work. A job plan can be applied to an unlimited number of work orders. After you apply a job plan to a work order, its resource estimates and tasks are copied into a work plan for the work order. You then can modify the work plan so that the procedures, labor, materials, services, and tools are more specific to the work order, without affecting the original job plan template.

The Job Plans application is used to create, view, modify, or delete job plan records. A job plan typically includes procedural descriptions and lists of estimated labor, items and materials, services, and tools to be used on the job. To ensure that a job plan is performed in a safe manner, you can add safety plan information to the job plan via the assets that use the safety plan.
A job plan can be assigned to an unlimited number of preventive maintenance (PM) or master PM records.
Use the Job Plan Sequence tab to specify the order that job plans should be applied to PM work orders. The value in the Sequence field indicates that Maximo should use the job plan every Nth time that work orders are generated, where n = the sequence number. For example, if you have a job plan for monthly maintenance and a different job plan to be used once a quarter, the sequence for the monthly job plan would be "1" (every month) and the sequence for the quarterly job plan would be "3" (every three months).
3. Have an understanding of the differences between Master PM (Preventive Maintenance) and Associated or non-master PM:
1. Preventive maintenance (PM) work is maintenance work performed on a regular schedule in order to keep assets running efficiently. The applications in the Preventive Maintenance module can help you to plan and budget for regular maintenance work by planning the labor, material, service, and tool needs of your regularly scheduled maintenance and inspection work orders.
2. The Master PM application used to create generic maintenance templates. These can be for preventive maintenance, inspections, or any other type of periodic work. You can specify the frequency that the work should be performed, seasonal dates that apply to the PM, and one or more job plans that apply to the PM. Job plans are created in the Job Plans application. Job plans list tasks, labor, materials, service, and tool requirements needed to complete preventive maintenance, inspection, or other work that can be planned in advance.

Once a Master PM has been created, it can be used to create associated PMs. Associated PMs are non-master PMs that are created and managed in the Preventive Maintenance application and are for a specific asset or location. Non-master PMs are used to generate preventive maintenance work orders for assets and locations.
A Master PM record is not used to generate work orders, it is used to create associated PM records, which are managed in the Preventive Maintenance application. Associated PM records contain Site specific information and are used to generate work orders for assets and locations. You can also use Master PMs to automatically update information on associated PMs.Have an understanding of the Importance of Routes associated with PM: A route is a list of related work assets, which can be considered �stops� along the route. These route stops can be assets or locations, or a combination of the two. A route can be a simple asset list. You can also create a route that lists assets that are related by location, for example all of the servers in a computer lab, or by type of asset, such as all fire extinguishers located throughout the site. Routes simplify building hierarchies of work orders for inspections.

A route can be used in the following ways:
- Apply the route to a preventive maintenance record to generate inspection-type work orders for all work assets listed as stops on the route.
5. - Apply the route to a work order and generate child work orders for each work asset listed as a stop on the routeHave an understanding of how Seasonal Preventive Maintenance work is planned and performed: Seasonal Dates tab is used to specify the active days, dates, or seasons for a PM. For example, your plant runs a five day week, and does not run on Saturday or Sunday. If you do not want Maximo to generate PM work orders that are due on the weekend you would clear the Saturday? and Sunday? check boxes.

6. If the PM is for seasonal work such as air conditioning maintenance, or servicing snow removal equipment, you can use the Active Dates table window to indicate the start and end dates for the period of time that the PM should be active. Multiple active periods can be listed. When Maximo generates PM work orders, it checks the active dates listed on the Seasonal Dates tab.Have an understanding of PM hierarchies and the understanding of the process for generating hierarchies of scheduled work orders: A PM hierarchy is a group of PMs arranged in parent-child relationships. At the highest level of a PM hierarchy, one PM that is the parent. This top-level PM can have one or more child PMs. Each child PM can have one or more children, and so on. A child PM can have only one parent PM. You can create PM hierarchies that mirror your asset and location hierarchies. You use PM hierarchies to generate hierarchies of scheduled work orders. When one PM in the hierarchy is due to be generated, Maximo generates PM work orders for every PM in the hierarchy. You can add a sequence number to each PM in a PM hierarchy; the sequence number is copied to work orders you generate from the PM. A PM record that is part of a hierarchy can not be deleted. PM records that have a parent or child PMs must be removed from their hierarchies before they can be deleted.
7. Have an understanding of the importance and benefits of automatic Preventive Maintenance: Automated Preventive Maintenance is done without any manual intervention based on either time schedules or upon a meter reading. With automatic Preventive maintenance, work order is automatically generated and goes to the concerned maintenance incharge�s inbox so that he/she can have the latest assignments through work flow. This helps in better maintenance of an asset.
8. Have an understanding of different types of PM statuses: A PM record can have one of the following statuses:
1. DRAFT: Default status for new records. PM is still being created and has not yet been approved for use. PM records with a status of DRAFT cannot be used to generate work order records.
2. ACTIVE: A PM record must be active before it can be used to generate work orders. When you change a PM�s status to ACTIVE, Maximo automatically checks to make sure that the asset or location listed on the PM is in a status of either NOT READY or ACTIVE. You cannot change a PM status to ACTIVE if the asset or location listed on the PM is DECOMMISSIONED.
3. INACTIVE: PM records with a status of INACTIVE cannot be used to generate work orders.

Section 5 � Create, Justify, and Deliver Solution Design/Recommendation

1. Given the need to summarize the value of the entire Tivoli portfolio, deliver a presentation that focuses on the 3 areas of Visibility, Control, and Automation, so the customer understands IBM�s approach to service management.

With emphasis on performing the following tasks:
1. What is IBM Service Management and what does it address?
1. IBM Service Management provides the integrated visibility, control, and automation across business and technology assets needed to achieve business objectives.
2. It will help bring IT and business together, to meet business priorities, improve efficiency and effectiveness, clarify prioritizations, enable better governance, and mitigate risk.
2. Why should companies adopt a service management strategy?
1. Gain increased insight to help minimize risk and deliver more predictable business results, for example:

- I need insight to know if my IT projects are aligned with business objectives (both dev and operational projects).
- I need insight into my development projects to know if they are behind or ahead of schedule.
2. - I need insight into my business services to know if they are exceeding thresholds or if I am meeting my SLAs.Improve productivity leveraging best practices for software and service delivery, including understanding

- How effective are my processes today?
3. - Where do I need to make improvements?Manage with confidence across new generation architectures, some examples include:

- How can I bring in new generation technologies quickly as well as cost effectively?
- Optimize service development on new generation architectures, like SOA?
4. - How can I best leverage virtualization to help optimize workloads across the infrastructure?Deliver capabilities rapidly and reliably while managing change, some concerns here include:

- How can I accelerate the software build process to speed service delivery?
- Can I assess the potential impact of new changes?
5. - How can I quickly assess problems caused by changes to my service Improve and better manage quality, including:

- How can I deliver high-quality software to meet business requirements?
- How can I avert service quality problems? Can I leverage automation as a part of this process?
6. - How can I quickly get to the root cause of problems?Delivering high-quality, cost-effective services is challenging. Reasons include:

- Growing complexity; inflexible and silo�d enterprises.
- Rapid, constant change.
- Rising costs.
- Tougher compliance.
- Widening gaps between operational and development spend.
- Insufficient and untimely access to accurate and critical data.What is Visibility and what does it address?
1. Challenge: Business and operational audiences lack the visibility needed to directly support and deliver against business objectives. What is happening in your business and supporting infrastructure?
2. Solution: Targeted real-time dashboards - Business, Compliance, and Operational dashboards leverage existing assets and provide the real-time visibility needed to manage against business objectives.
3. Examples of Tivoli products: Tivoli Business Systems Manager
4. What is Control and what does it address?
1. Challenge: Poor control increases capital expenditures, operational expenditures, & risk impacting growth and innovation.
2. Solution: Integrated Asset Control - Helps recover assets and implement effective access control and change management processes across business and technology investments�maximizing ROI, minimizing service problems and improving security.
3. Example of Tivoli products: Tivoli Asset Manager for IT, Maximo Asset Manager, Tivoli Identity Manager, Change and Configuration Management Database.
5. What is Automation and what does it address?
1. Challenge: The operational processes that directly support delivery of revenue generating business services and processes are not automated or integrated.

2. - How do you build agility and resilience into your operations?Solution: �Operational� Automation - Automates and integrates the operational processes and tools that directly support the delivery of critical business services and processes �to help maximize productivity and reduce new labor expense, while improving service assurance.
3. Example of Tivoli products: IBM Tivoli Monitoring, Tivoli Process Managers

2. Give the need to identify the Tivoli Solution that will meet customer requirements, define the software solutions provided by IBM Tivoli suite and the ability to map the solution to the customer�s requirement, so that a proper solution can be identified for the customer.

With emphasis on performing the following tasks:
1. Have an understanding of the major business processes that Tivoli Software Solutions focus upon. Following are the Business areas IBM Tivoli Software is focusing on:

- Asset Management
- Service Management
- Business Application Management (BAM)
- IT Mainframe Management
- IT Operational Management
- Orchestration and Provisioning Management
- Process Management Products
- Security Management
- Server, Network and Device Management
- Service Management Platform
- Service Management for Service Providers
- Data Storage Management Solutions
2. - Management Solutions for Growing Mid-Market BusinessesHave an understanding of IT service management areas namely what exactly ITSM implies and how such processes can be automated through software solutions. Ability to explain following processes that are part of IT service Management:

- Incident Management
- Problem Management
- Release Management
- Change Management
3. - Configuration ManagementHave an understanding of various important products (such as TADDM, TAMIT, TSRM, TPM, TBSM, TPM, Maximo etc) available in Tivoli Suite that address the above mentioned business processes and to have an understanding of Key features and functionalities of each such product.

4. Have an understanding of the client�s requirement related to above mentioned business processes and the ability to map it with product family.
5. Have an understanding of the SWOT analysis of the products in the Tivoli Suite. The ability to understand the key features and limitations of various products and certain examples of successful or failed implementation scenarios of the above mentioned products.

3. Give the need to explain the licensing model to the client, compute the proper number of licenses of each product presented in the solution design, so the client can be provided with an approximate cost.

With emphasis on performing the following tasks:
1. Licensing Model � IBM Tivoli Service Request Manger V6.2.1 and V7.1
1. Licensed based on number of Concurrent and Registered Users.
2. Registered User: A licensed user to use SRM product. Multiple log-ins under the same or a single user name is prohibited.
3. Concurrent User: A Licensed User who is licensed only to use SRM product with multiple log-ins being permitted under the same or a single user name, but provided that the total number of Concurrent Users logged into or using the Program at the same time shall not exceed the total number of Concurrent Users licensed.
4. Self-service Requestor: Someone who only accesses SRM product to enter a service request and view the status of his or her service requests. This license is limited to Self-Service Requestors ONLY. It does not license a user to post actual to work orders, to access the Actuate Report Writer, to run or view a report, etc. It is limited only to service request data input and read access of service request status. Unlimited Self-Service users is provided at no charge.
2. Licensing model � IBM Tivoli Application Dependency and Discovery Manager V7. 1 (TADDM) and IBM Tivoli Change and Compliance Management Database V7.1 (CCMDB)
1. TADDM is available for a VU charge for the objects of these functions, plus an Install charge - this is unchanged from current methodology
2. Workflow and process automation solutions are priced per user to align with industry models and consistent with Maximo pricing - this is new (SRM, TAMIT, Change & Configuration Management, Release Process Manager)
3. CCMDB is available as a priced combination of both the Application Mapping and Discovery VU charges and the workflow and process automation user charges - this is new.

4. Give the need to integrate IBM Service Management tools with existing 3rd party applications, describe the various adapters that enable the integration, so the client benefits from the value derived from having these applications working in conjunction with each other.

With emphasis on performing the following tasks:
1. IBM Tivoli Integration Composer (ITIC, formerly known as �Fusion�) - ITIC takes data collected by disparate systems and �fuses� it together into a single, actionable repository. ITIC provides out-of-the-box �cartridges� for the most common IT system management tools in the market. ITIC provides an intuitive Java-based app for set up of these pre-defined cartridges, as well as for the creation of custom cartridges for specific integration requirements.
1. What are some basic technical concepts?

- ITIC is a data migration tool with a separate installation program. It is not part of middleware or CCMDB installation. It is a Java-based application that runs in its own Java Virtual Machine; no Websphere environment is required.
- The ITIC data migration component needs instructions for the source and target databases that it needs to connect to, it requires information on the schema of
the source and target data sources and usually it requires some mapping instruction on how it needs to map data from the source into the target representation of data inside the process layer database. A mapping is a set of expressions that tells ITIC how to transform data on its way from the source to the target.
- ITIC provides an intuitive Java-based app for set up of these pre-defined cartridges, as well as for the creation of custom cartridges for specific integration requirements.
2. - The ITIC interface allows �drag-and-drop� operations to quickly and easily move inventory data from any systems management tools to Maximo Asset Management for IT. No programming is required.Example integrations

- IBM Tivoli Application Dependancy Discovery Manager and IBM Tivoli Provisioning Manager
- IBM Tivoli Application Dependancy Discovery Manager and Altiris InventoryMaximo Enterprise Adapter (MEA) what is it? Adapter that integrates the process environment of the IBM Service Management platform with external applications (such as SAP), with transaction messages handled through

Maximo JMS queues.
1. Example integrations

- IBM Maximo Asset Manager to SAP.
- IBM Tivoli Asset Manager for IT to BMC Remedy.Discovery Library Adapter what is it? Adapters that are available for download from the OPAL website that provides a way to share information between external systems and the CCMDB in an asychronous manner.

If a client has data in an external system that needs to be reconciled with existing data in the CCMDB, then consider importing your external data using the Discovery Library Adapter.
The Discovery Library facility is one of the primary ways to exchange data between various IBM Tivoli Systems Management products and the CCMDB. There are also various DLAs from business partners available. Examples of available DLAs for IBM Tivoli Systems Management products are IBM Tivoli Monitoring, Tivoli Configuration Manager, Tivoli Provisioning Manager, Tivoli Storage Manager, Tivoli Storage Productivity Center or Tivoli Composite Application Manager for RTT.
1. Example integrations

- An example is the interaction between the CCMDB and the Tivoli Business Service Manager 4.1 (TBSM 4.1). TBSM provides a Discovery Library Reader to import discovered data into its own data stores to support the creation of service models.Discovery sensors (in Tivoli Application Dependancy Discovery Manager): Discovery sensors reside on the TADDM server and collect configuration attributes and dependencies. TADDM offers a wide variety of Discovery sensors to enable out-of-the-box discovery of virtually all components found in the typical data center, across the application software, host and network tiers. Custom sensors for unique components can be rapidly developed.

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