Front cover -- Contents -- Notices -- Trademarks -- Preface -- The team that wrote this redbook -- Become a published author -- Comments welcome -- Chapter 1. Introduction to Business Service Management -- 1.1 IT organization evolution -- 1.2 The IBM on demand Automation Blueprint -- 1.3 Business Service Management -- 1.4 Discussion scope -- Chapter 2. Business Service Management concepts -- 2.1 Business Service Management concept -- 2.1.1 Service Level Management -- 2.1.2 Implementation considerations -- 2.2 IBM Tivoli product mapping -- 2.3 Overview of IBM Tivoli Business Systems Manager -- 2.3.1 IBM Tivoli Business Systems Manager components -- 2.3.2 IBM Tivoli Business Systems Manager servers -- 2.3.3 Important concepts in IBM Tivoli Business Systems Manager -- 2.3.4 IBM Tivoli Business Systems Manager distributed object types -- 2.4 Overview of Tivoli Data Warehouse -- 2.4.1 Benefits of using Tivoli Data Warehouse -- 2.4.2 Tivoli Data Warehouse structure -- 2.4.3 Tivoli Data Warehouse components -- 2.5 Overview of IBM Tivoli Service Level Advisor -- 2.5.1 How IBM Tivoli Service Level Advisor works -- 2.5.2 Inside the IBM Tivoli Service Level Advisor -- 2.5.3 IBM Tivoli Service Level Advisor databases -- 2.5.4 The Service Level Management life cycle with TSLA -- Chapter 3. Planning for Business Service Management -- 3.1 Overview -- 3.2 Sources of information -- 3.3 Information collection -- 3.3.1 Business process decomposition -- 3.3.2 Documentation of Service Level objectives -- 3.3.3 Understanding the current monitoring environment -- 3.4 Designing the solution -- 3.4.1 Solution structure -- 3.4.2 Hardware and software configuration -- 3.4.3 Monitoring standard and required modification -- 3.4.4 IBM TBSM object type selection -- 3.4.5 Business System View design -- 3.4.6 Data collection design -- 3.4.7 Service Level management design.

Chapter 4. Business Service Management sample implementation -- 4.1 Sample environment -- 4.2 Constructing the solution -- 4.2.1 Solution structure -- 4.2.2 Solution configuration -- 4.2.3 Monitoring architecture -- 4.2.4 Object class selection -- 4.2.5 Business System View design -- 4.2.6 Data collection design -- 4.2.7 Service Level monitoring -- 4.3 Implementation overview -- 4.4 IBM Tivoli Monitoring profiles -- 4.4.1 Profile Managers and IBM Tivoli Monitoring profiles -- 4.4.2 Detailed profile setting -- 4.5 IBM Tivoli NetView monitoring -- 4.6 Web transaction response time monitoring -- 4.6.1 Quality of Service monitoring -- 4.6.2 Synthetic Transaction Investigator monitoring -- 4.7 Defining TEC rules -- 4.7.1 Adding IBM Tivoli Monitoring rules -- 4.7.2 IBM Tivoli Monitoring for Transaction Performance rules -- 4.7.3 IBM Tivoli NetView rules -- 4.7.4 Assembling a new TEC rule base -- 4.7.5 IBM Tivoli Business Systems Manager customization -- 4.7.6 Defining TBSM object types -- 4.7.7 Setting object hierarchy -- 4.7.8 Defining business systems -- 4.7.9 Defining TBSM operators -- 4.8 Configuring Tivoli Data Warehouse -- 4.8.1 Collecting information from IBM Tivoli Monitoring -- 4.8.2 Collecting information from Web Services Courier -- 4.8.3 Enabling ETL in Tivoli Data Warehouse -- 4.9 Customizing IBM Tivoli Service Level Advisor -- 4.9.1 Defining the operation -- Abbreviations and acronyms -- Related publications -- IBM Redbooks -- Other publications -- How to get IBM Redbooks -- Help from IBM -- Index -- Back cover.