Common Service Definition

Common Service Definition: 360 Degree View of IT Through the Lens of the Business

Change and Configuration Management

BIS13SN

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.


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

Understanding the End-Point


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?


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 ModelOverview

Ensures that services are compliant

• Manage identity and entitlement through service-focused security management

• Identify service component risks & mitigate with controls

6


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

Defining a Service –the LENS of IT to the Business


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 PlatformComputer Network Storage

Vulnerability Assessment

Applications

Services

MonitoringGrid

Fortune 500 Financial Institution

A Bird’s eye view of a Service

http://www.avistar.com/home.cfm

http://www.avistar.com/home.cfm

http://www.actuate.com/home/index.asp

http://www.actuate.com/home/index.asp


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


End-to-End Application View

> Critical to a Services is understanding what and how a service

is constructed, delivered and supported


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


Business Architecture

Make Travel Arrangements

Purchasing ServicePriceBook

Purchasing ServicePriceBook

Planning ServiceAssess Options

Planning ServiceAssess Options

Timetable ServiceAccess RouteTimetable ServiceAccess 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 ServicePostInvoice

Payments ServicePostInvoice

Report ServiceReport Service

An Example “Services Model”


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


Unified Service ModelDefinition

Assets &Resources

ServiceImpact

IdentityService

Portfolio

INFRASTRUCTURE OPTIMIZATION

BUSINESS SERVICE MANAGEMENT

SE

CU

RITY

MA

NA

GE

ME

NT

IT

GO

VE

RN

AN

CE

UNIFIED SERVICEMODEL

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

ITIL v3 – The Engine


ITIL v3 Service Lifecycle

ITIL v3 Service Lifecycle – Major Stages

1.

Service

Design

2.

Service

Transition

4.

Continuous

Improvement

3.

Service

Operations


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



> 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



> 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


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



> 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


CMDBAuthoritative 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


Unified Service ModelComponents

Service DefinitionIncludes service components (configuration item types), how they can relate to each other as well as attributes of the CIs and relationships.

Federation APIsEnable CA Capability Solutions and third party solutions to consume and contribute information through web services.

Key IndicatorsAllow the measurement of the performance of services.

26


ITIL v3 Service Lifecycle

ITIL v3 Service Lifecycle – Underlying Activities


CMDBAuthoritative 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 DeskContractual (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)


CMDB Integration


CCM Integration


CA’s Unified Service ModelCMDB Vision Bringing IT all together

Unified Service DashboardTM

CapabilitySolutions

CapabilitySolutions

Federation Federation

KeyIndicators

An Example: IT Service Defined Infrastructure Management


NSM / Spectrum CA CMDB

CI Propagation

Drillback

User

CA Service DeskCA 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


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

Recommendations


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

Q&A


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.


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.

Documents

Common Service Definition