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 vsForecast
Supplier contracts
Tier 1 Project costs
Asset value
Finance
Budget vsForecast
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
Monitoring
Grid
Fortune 500 Financial Institution
A Bird’s eye view of a Service

10. 10November 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. 11November 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 andsupported

12. 12November 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. 13November 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. 14November 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. 15November 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
SECURITY MANAGEMENT
IT GOVERNANCE
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. 17November 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. 18November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
ITIL v3 -Service Transition

19. 19November 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. 20November 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. 21November 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. 22November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
ITIL v3 –Service Operations

23. 23November 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. 24November 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. 25November 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. 26November 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. 27November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
ITIL v3 Service
Lifecycle
ITIL v3 Service Lifecycle –Underlying Activities

28. 28November 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. 29November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
CMDB Integration

30. 30November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
CCM Integration

31. 31November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
CA’s Unified Service Model
CMDB Vision Bringing IT all together
Unified Service Dashboard
TM
Capability
Solutions
Capability
Solutions
Federation Federation
Key
Indicators

32. An Example: IT
Service Defined
Infrastructure
Management

33. 33November 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. 34November 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. 36November 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. 38November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
Terms of This Presentation
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39. 39November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
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