Executive Summary (This is a document excerpt)

Ten years into IBM's acquisition of Tivoli, the systems management visionary has been transformed into one of the four largest infrastructure management vendors. IBM Tivoli has, during these years, considerably expanded its portfolio of management applications through acquisitions, and is now in a unique position to complement other IBM software in a portfolio that covers the complete IT life cycle and all IT activities. While IBM has no problem with being considered a strategic partner, the drawbacks of being part of a very large corporation still show in the time it takes to bring innovation to market. The only part where IBM has shown a significant weakness is in the service desk area: The importance of the service desk as a communication platform for ITIL processes is more and more obvious — and IBM does not have a solution. The challenge will be to accommodate what clients have bought and to coexist with technologies from IBM's three competitors.

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