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IBM Offers Industry’s Most Comprehensive, Free Service Management Reference Tool


IBM (NYSE: IBM) today announced the availability of a free, Web-based tool that provides clients with an information guide of best practices based on IT Service Management and governance initiatives. The new version of the IBM Tivoli Unified Process (ITUP) is the industry’s broadest “how to” source of information on industry best practices.

When organizations begin to document and apply industry best practices to improve their IT processes, most look to existing industry frameworks such as the IT Infrastructure Library (ITIL), COBIT, eTOM and ISO IEC 20000 to guide their direction. Although these frameworks provide important guidance, they do not provide details on how to implement specific processes and tasks. This lack of actionable tasks can leave clients struggling to define and implement service management and governance initiatives.

With today’s announcement of a new release of the ITUP tool, IBM provides clients enhanced and expanded practical guidance in how to implement process integration, activity flows, clarified operational roles, and management tool strategies required for effective service management. ITUP supports ITIL, COBIT , ISO IEC 20000, eTOM and includes detailed documentation of IBM’s Process Reference Model for the Business of IT.

ITUP provides users with an intuitive web-based tool that includes a content-rich database, the ITUP Method Library, which draws from ITIL expertise derived from decades of IBM consulting experience. At the heart of ITUP is IBM’s Process Reference Model for IT (PRM-IT). PRM-IT is based on ITIL principles and outwardly resembles the classic ITIL process model. A simple point-and-click interface allows users to gain a basic understanding of each process and then drill down to understand the relationships between processes, and the roles and tools involved in efficiently managing them.

“With complex compliance regulations looming, many organizations are seeking to implement a more consistent IT governance and risk management process,” said Susan Blocher, Director, Governance and Risk Management, IBM. “IBM is the only company that combines deep experience-based consulting with industry-leading technology and tools like ITUP to help clients successfully prioritize, plan and implement strategic IT processes with greater consistency, control and visibility.”

IBM is seeing a steady demand for ITUP with over 6,500 customers downloads since its initial availability. By providing easy access to a simple to use guidance on service management best practices, IBM is continuing its tradition of leading the industry’s thinking on how IT can increase business value.

“Based on experiences with thousands of IBM software and Global Technology Services customer engagements, IBM’s new free IT service management assessment tool incorporates multiple best practice frameworks in a single integrated model,” said Jeanine Cotter, Vice President, IT Strategy and Architecture Services. “ITUP provides the right starting point for any organization embarking on a service management improvement effort. A reliable and complete process reference model routinely saves time, improves quality and enables new levels of innovation.”

The Process Reference Model for the Business of IT provides a significant reference point for how all of the activities within IT, including everything under the Office of the CIO, should work together in an integrated, efficient and effective organization. ITUP extends PRM-IT and describes processes all the way down to the task level in 18 of the over 40 processes.

The latest version of IBM Tivoli Unified Process (ITUP) is available now at

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