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ITIL V3 and the Unified Service Model

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ITIL V3 and the Unified Service Model

  1. 1. ITIL V3 and the Unified Service Model: from Concept to Implementation Focus Area BT111SN
  2. 2. 2 November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Abstract > This session addresses how to leverage capabilities using ITIL best practices and the concept of a unified service model to transition from a 'legacy' architecture model to a customer centric model. It discusses how Elbit Systems of America, a global defense electronic systems company is taking strides to make it real:  Understanding the CA CMDB and the Unified Service Model  Building and managing a 'manufacturing' capability  Keeping the Lights on through Service Transparency.
  3. 3. 3 November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Biography > David Messineo CA Services, ITSM Practice Director  20 years working with large implementations  ITIL Service Manager, eSCM Certification
  4. 4. 4 November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Agenda > Understanding the CA CMDB and the Unified Service Model > Building and managing a 'manufacturing' capability > Keeping the Lights on through Service Transparency > Summary
  5. 5. Understanding the CA CMDB and the Unified Service Model 5 November 16-20, 2008 Copyright © 2008 CA. All
  6. 6. A “Sample” View of Services from the Business > Completed Business Services:  Request ECAR – Quality Service  Request New Employee On boarding – Human Resources  Request Name Change – Human Resources > Pending Business Services:  Request Travel Services – Travel  Request Packing Sheet Service – Manufacturing
  7. 7. 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
  8. 8. End-to-End Application View > Critical to a Services is understanding what and how a service is constructed, delivered and supported
  9. 9. 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
  10. 10. 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”
  11. 11. 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
  12. 12. IT Business Scorecard
  13. 13. 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. 13
  14. 14. Building and Managing a ‘Manufacturing' Capability 1 November 16-20, 2008 Copyright © 2008 CA. All
  15. 15. ITIL v3 Service Lifecycle - Detail
  16. 16. The Service Lifecycle with a Service Catalog 4.0 Service Improvement 2.0 Service Transition 3.0 Service Operation 2.0 Service Transition 1.0 Service Design 5.0 Service Retirement 1.1 Service Requirement 1.2 Service Definition 2.1 Service Transition 3.1 Service Request 3.2 Service Authorization 3.3 Service Delivery 4.1 Service Quality 4.2 Service Report 5.1 Service Decommission
  17. 17. Events Events Asset Request Resource Cost & Utilization RFC RFC Config Mgmt Change Mgmt Release Mgmt Incident Mgmt Problem Mgmt Catalog Mgmt Service Level Mgmt. Incidents Perform. Mgmt Event Mgmt Financial Mgmt Service Acct. Asset Mgmt Resouce Mgmt Project Mgmt Network Perf. Network Fault Voice Mgmt Customer Exper. App. Mgmt System Perf. Mgmt Virtual Systems Mgmt System Fault Mgmt Job Mgmt Performance Data Asset Data Incident Data Asset Changes Incidents Solutions Incidents Service Rates Identity Mgmt Access Mgmt Roles Rights Security Event Mgmt Network Forensics Events CI Data Asset Costs CI Asset Cost Resource Costs Cost Project Time Utilization Layer 1 – Capability Solutions PPM CCM IPM TM SIM IAM DVSM APMNVM SAM SLM ITAFM
  18. 18. CMDB Authoritative Sources 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) * There is no universal audit facility – so this is based on logging changes to CI attributes Roles -User -Support -Security
  19. 19. Consumers Service Desk Analyst Configuration Mgr Change Mgr Compliance Mgr Other IT Mgrs CA Common Asset Viewer CA CMDB Visualizer CA CMDB Manager CMDB Repository Reconciliation Federation Automated Relationship Mapping • Unicenter Asset Management • Unicenter Asset Portfolio Management • Unicenter Network & System Management • Unicenter Service Desk 3rd Party Discovery: MS SMS & Other Sources 3rd Party Repositories: MS Excel & Others Infrastructure and Applications RepositoryContributors CA Cohesion Repository Asset Reconciliation XML Loaded Non- Discoverable CIs and Attributes MDR Sources Meets Consumers needs • Creates unified view into IT enterprise • Delivers role-relevant information • Helps IT understand and manage CI relationships Stores Repository of CI data • Singular instances of CI truth • Pre-defined content standardizes taxonomies • Extensive federation capabilities Federates source data from multiple Producers • Collects and coordinates CA and non-CA data • Universal federation eliminates information gaps • Ensures all Consumers use same data CMDB Architecture
  20. 20. Keeping the Lights on through Service Transparency 2 November 16-20, 2008 Copyright © 2008 CA. All
  21. 21. 21 The CIO Challenge Has Multiple Dimensions Manage Compliance and Risk Improve Service Levels Align IT Investments With Business Goals Reduce Costs Application Development Operations Security Strategy and Planning Drivers to Ensure IT Is an Engine for Competitive Advantage
  22. 22. 22 November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Challenges > Disperse locations > Reduce costs > Increased complexity and compliance > More mobile and collaborative business > End user base continues to grow > IT staff has maintained at level approach > More applications and processes to support
  23. 23. 23 November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Disperse Locations of Support
  24. 24. 24 November 16-20, 2008 Copyright © 2008 CA. All rights reserved. $$$$ > Needs outgrow available funds each year > Keep the Lights on compared to Strategic Initiatives > Maintain 1.5% to 2% of revenue target
  25. 25. 25 November 16-20, 2008 Copyright © 2008 CA. All rights reserved. End User Base Grows
  26. 26. How We Do It > 4 Major Operational Sites  Each site has IT personnel assigned (Shared Service Concept)  All IT personnel follow standardized processes (ITIL) > 13 Additional Sites  Supported by 4 operational sites  Same standards used to report incidents and request services > Core component of strategy  Unified Service Delivery Module  Integrated software (CMDB, Service Desk, Service Catalog)
  27. 27. Unified Service Delivery Model > People  Cross train personnel at all sites.  Use personnel at each site to provide cross site support > Process  Establish “Best Practices”  Six Sigma or other approach to determine viability  Automate and integrate wherever possible > Technology  Look for those that can provide Level 0 support  Monitor and report on it
  28. 28. 28 November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Requests Drive the Business
  29. 29. Look for New things > Check “requests” each week  Report on requests not entered via catalog  Look for patterns of requests > Process  Walk the request process from start to finish  Look for ways to streamline and automate  “KISS” > Talk to End Users  Get their input  Ask other support groups (Finance, HR, Security, etc)
  30. 30. 30 November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Service Catalog a Way to Maintain Control
  31. 31. 31 November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Top Requested Services > IT Services  File Share Access  Application Access  Email Distribution > Human Resources  New Employee On-boarding  Supervisor Change > Facilities  Employee Moves
  32. 32. 32 November 16-20, 2008 Copyright © 2008 CA. All rights reserved. CMDB – Support Service IT maintaining control of the process drivers
  33. 33. 33 November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Control the Process > Not just Hardware and Software  Process diagram  Policy and Procedure documents > Setup review cycle  Yearly at a minimum  Document review > Outside set of eyes  Quality group good place to start to assist in review and improvement process > Put it in the CMDB  Central source to control and record it
  34. 34. 34 November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Diagram the Process
  35. 35. 35 November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Document the process
  36. 36. Summary 3 November 16-20, 2008 Copyright © 2008 CA. All
  37. 37. What is CA’s Unified Service Model? Components Copyright © 2007 CA. All rights reserved. CA confidential and proprietary information for CA internal use only. No unauthorized copying or distribution permitted Service Components (CIs, Attributes, Relationships) Service Components (CIs, Attributes, Relationships) Service Components (CIs, Attributes, Relationships) Service Components (CIs, Attributes, Relationships) Service Components (CIs, Attributes, Relationships) Service Components (CIs, Attributes, Relationships) Service Components (CIs, Attributes, Relationships) Service Components (CIs, Attributes, Relationships) Service Components (CIs, Attributes, Relationships) Service Components (CIs, Attributes, Relationships) Key Indicators FederationAPIs Relationships The Unified Service Model is implemented using a CMDB
  38. 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.
  39. 39. 39 November 16-20, 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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