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Common Service Definition
1.
Common Service Definition: 360 Degree
View of IT Through the Lens of the Business Change and Configuration Management BIS13SN
2.
2 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. Abstract > The CMDB has emerged as a critical component for aligning IT with the business. By leveraging CI classes and CI relationships to map Business Services to IT components, organizations can realize greater value from their IT processes by providing a more comprehensive business view around quality, cost, and value. In this session we focus on demonstrating the benefits of a common services definition to support the ITIL v3 lifecycle through the application of change and configuration management applied to business services. In particular we describe how the integration of Service Catalog, Service Desk, the CA CMDB, NSM, and SPECTRUM from a service perspective supports "best practices" from the Consumer side of IT. Issues pertaining to better demand management, financial management, service level management, and IT service continuity management will also be discussed.
3.
3 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. Agenda > Understanding the End-Point > Defining a Service – the LENS of IT to the Business > ITIL v3 – the Engine > An Example: Manage Infrastructure as an IT Service > Recommendations
4.
Understanding the End-Point
5.
5 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. IT Business Scorecard Budget vs Forecast Supplier contracts Tier 1 Project costs Asset value Finance Budget vs Forecast Supplier contracts Tier 1 Project costs Asset value Finance Adherence to SLAs Availability % Service Desk Calls Performance % Service Adherence to SLAs Availability % Service Desk Calls Performance % Service Policy adherence Vulnerability % Resource availability SOX project status Risk Policy adherence Vulnerability % Resource availability SOX project status Risk Increase Customer £ No of On-line Orders SAP project status Upgrade roll-out Alignment Increase Customer £ No of On-line Orders SAP project status Upgrade roll-out Alignment Mission Vision Strategy What is a 360 Degree View of IT?
6.
6 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. Speaks the language of the customer • Services are what customers assign value to and sign contracts for (business cases, requirements, SLAs) • Capture business meaningful metrics and KPIs • Services are building blocks of business processes Enables business oriented investment decisions • 360 degree insight into all aspects of a service • Analyze all service aspects to decide where to invest • Align service investments with business objectives Manages service components with business priorities • Prioritize service work (changes, projects) on business impact • Proactively monitor and manage critical assets Unified Service Model Overview Ensures that services are compliant • Manage identity and entitlement through service-focused security management • Identify service component risks & mitigate with controls 6
7.
7 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. Services Visualization > The three perspectives of creating a 360 degree view Services are a hierarchy of resources intelligently assembled in end-to-end perspective Understanding the nature of a service in both a transitioning and operational manner as it is presented to management Identifying the contributing roles and authoritative sources to manage configuration information
8.
Defining a Service
– the LENS of IT to the Business
9.
9 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. Storage Security Network & Systems Management Application Integration IDS Content Filtering Management AV/Spyware Anti-Spam Identity Management Regulatory Compliance OS Management Vendors Provisioning Firewalls Database FS Applications Collaboration Business Intelligence/ Analytical Applications Application Development Tools Hardware Platform Computer Network Storage Vulnerability Assessment Applications Services MonitoringGrid Fortune 500 Financial Institution A Bird’s eye view of a Service
10.
10 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. Fortune 500 Financial Institution A Bird’s eye view of a Service > Services are made up of many layers > Connecting layers is what makes Services robust but complicated > Tight Coupling is what makes management of operations and changes difficult
11.
11 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. End-to-End Application View > Critical to a Services is understanding what and how a service is constructed, delivered and supported
12.
12 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. A Bird’s Eye View of a Portfolio of Services > A Typical View of a Services Portfolio > Challenge is to organize Services into profiles and patterns, and personalities > Build a Services Model and reflect it in the IT Information Model > Leverage concepts such as ITIL, SOA, CISSP, CobiT, CMDBf to organize the infrastructure
13.
13 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. Business Architecture Make Travel Arrangements Purchasing Service Price Book Purchasing Service Price Book Planning Service Assess Options Planning Service Assess Options Timetable Service Access Route Timetable Service Access Route Email ServiceEmail ServiceBackup ServiceBackup Service Business Processes Business Services Infrastructure Services Configuration Items Use Use Are implemented by Buy Ticket Run-Time Objects Are executed by Payments Service Post Invoice Payments Service Post Invoice Report ServiceReport Service An Example “Services Model”
14.
14 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. Services – Key Common Attributes > General Name Description Category Owners / Stakeholders Customers Suppliers > Support Service Level Agreements Technical Scope Status Policies Supplier Agreements CI Models > Quality Management Availability Key Performance Indicators Key Service Targets Key Benefits Pre-Requisites Costs / Constraints Activation / Decommission > Customer Focus Initiated Charges Delivery Channels / Locations Artifacts Prioritization
15.
15 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. Unified Service Model Definition Assets & Resources Service Impact Identity Service Portfolio INFRASTRUCTURE OPTIMIZATION BUSINESS SERVICE MANAGEMENT SECURITYMANAGEMENT ITGOVERNANCE UNIFIED SERVICE MODEL GOVERN MANAGE SECURE The Unified Service Model is the centerpiece of CA’s architecture for delivering EITM, and is an information model that provides a complete 360° view into IT services delivered to the business. 15
16.
ITIL v3 –
The Engine
17.
17 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. ITIL v3 Service Lifecycle ITIL v3 Service Lifecycle – Major Stages 1. Service Design 2. Service Transition 4. Continuous Improvement 3. Service Operations
18.
18 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. ITIL v3 - Service Transition
19.
19 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. ITIL v3 - Service Transition > Connect an IT Strategy with through the identification of Services from a Business Perspective > Define and leverage a Services Model built into the CMDB > Improve Change adoption through the CMDB to Support a market competitive Governance processes
20.
20 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. ITIL v3 - Service Transition > Leverage a holistic approach to Asset, Change, and Configuration Management simultaneously > Ensure the Asset Lifecycle Management process is coordinated with a Services Lifecycle Management > Leverage the CMDB to properly plan and support Services through Quality Management and defined SLAs
21.
21 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. ITIL v3 - Service Transition > Coordinate Change efforts with Project Efforts > Ensure Deployment of Services (Release Management) takes into account the existing infrastructure (capture the context) > Track changes being made to ensure integrity of CMDB > Communicate with stakeholders
22.
22 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. ITIL v3 – Service Operations
23.
23 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. ITIL v3 – Service Operations > Build a information repository to support ITIL’s processes > Manage both Demand and Fulfillment in a coordinated manner > Build various lenses to view services (systems mgmt, financial mgmt, operations mgmt, security mgmt) > Track Events and its impact to the Business
24.
24 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. ITIL v3 – Service Operations > Manage coordination of Incident, Problem, Change, and Release Processes > Identify the context of a CI and its upstream and downstream and manage it through a lifecycle perspective (both asset and services perspective) > Provide context for Service Improvement Plans
25.
25 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. CMDB Authoritative Sources > Build out the Service Model based on required information > Define the CMDB Structure > Map out contributing info sources to the > Identify level of authority for each attribute / relationship > Understand reconciliation rules CMDB Ownership (c) Identity -Logical -Physical State -Record -Operational Configuration -Authorized -Actual Financial -Investment -Expense -Cost Performance -Policy (measurements, thresholds, rules) -SLA Subscriptions (a) Relationships -Physical -Logical Classifications -Physical -Assignment Contractual (c) Security (h) Inventory (c) Location -Physical -Authorized Network -Actual Network Pricing -Purchase -Invoice Historical* (a) Roles -User -Support -Security
26.
26 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. Unified Service Model Components Service Definition Includes service components (configuration item types), how they can relate to each other as well as attributes of the CIs and relationships. Federation APIs Enable CA Capability Solutions and third party solutions to consume and contribute information through web services. Key Indicators Allow the measurement of the performance of services. 26
27.
27 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. ITIL v3 Service Lifecycle ITIL v3 Service Lifecycle – Underlying Activities
28.
28 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. CMDB Authoritative Sources CMDB Ownership (c) Identity -Logical (a,i) -Physical (c) State -Record (a) -Operational (f) Configuration -Authorized (a) -Actual (e) Financial -Investment (b) -Expense (b) -Cost (c) Performance -Policy (measurements, thresholds, rules) (g) -SLA (a) Subscriptions (a) Relationships -Physical (e) -Logical (a, c, f) Classifications -Physical (c, i) -Assignment (a)a – CMDB b – Clarity c – UAPM d – Catalog e – “Discovery” f – NSM, Spectrum g – Spectrum, Wily h – eTrust i – Service Desk Contractual (c) Security (h) Inventory (c) Location -Physical (c, i) -Authorized Network (c) -Actual Network (e) Pricing -Purchase (c) -Invoice (d) Historical* (a) Roles -User (i) -Support (i) -Security (h)
29.
29 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. CMDB Integration
30.
30 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. CCM Integration
31.
31 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. CA’s Unified Service Model CMDB Vision Bringing IT all together Unified Service DashboardTM Capability Solutions Capability Solutions Federation Federation Key Indicators
32.
An Example: IT Service
Defined Infrastructure Management
33.
33 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. NSM / Spectrum CA CMDB CI Propagation Drillback User CA Service Desk CA APM Infrastructure - CMDB Integration High Level > Process Service Lifecycle Asset Lifecycle > People End Users Management > Technology NSM Spectrum CA CMDB CA Service Desk CA APM
34.
34 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. An Example of 360 Visibility Procedure > Business Analyst identifies key services > Asset Mgr identify key assets > Change / Configuration Mgr assign CI’s (and Change Control) > Operations Analyst assigns systems components > Service Desk Analyst ties specific SLAs to Service CI > NSM / Spectrum update relationship info Results > Business Analyst understands Service hierarchy > Asset Mgr identifies true resource value > Change / Configuration ensure policies are enforced > Service Desk Analyst can identify root causes and take quick recover actions > Operations Analyst can identify impacts on business and prioritize appropriately
35.
Recommendations
36.
36 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. Recommendations Define a set of End-Points Define “Use Cases” to meet End-Point Requirements Identify Key “Enterprise” objects and how they link > Think Vertically, Act Horizontally Understand Roles to Support Focus on Service Onboarding > Design the CMDB Keep Consistent Service Definition Build the Service Model Identify the CI Lifecycle Model
37.
Q&A
38.
38 November 16-20,
2008 Copyright © 2008 CA. All rights reserved. Terms of This Presentation This presentation was based on current information and resource allocations as of November 16, 2008 and is subject to change or withdrawal by CA at any time without notice. Notwithstanding anything in this presentation to the contrary, this presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. The development, release and timing of any features or functionality described in this presentation remain at CA’s sole discretion. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA will make such release available (i) for sale to new licensees of such product; and (ii) to existing licensees of such product on a when and if-available basis as part of CA maintenance and support, and in the form of a regularly scheduled major product release. Such releases may be made available to current licensees of such product who are current subscribers to CA maintenance and support on a when and if-available basis. In the event of a conflict between the terms of this paragraph and any other information contained in this presentation, the terms of this paragraph shall govern.
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2008 Copyright © 2008 CA. All rights reserved. For Informational Purposes Only Certain information in this presentation may outline CA’s general product direction. All information in this presentation is for your informational purposes only and may not be incorporated into any contract. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document “as is” without warranty of any kind, including without limitation, any implied warranties or merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, lost investment, business interruption, goodwill, or lost data, even if CA is expressly advised of the possibility of such damages.
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