IBM Hybrid service management Document on Cloud

Integrate service management processes across a hybrid IT environment through a layer that gathers data from the off-premises service provider, transforms it, and integrates it into the client service management tools.

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Integrate service management processes across a hybrid IT
environment through a layer that gathers data from the off-premises
service provider, transforms it, and integrates it into the client service
management tools.Hybrid service management
IBM developerWorks Cloud Architecture Center

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Runtime flow
1.The cloud service provider (CSP) and the client
manage their infrastructure or applications and feed
the service management tools. The CSP manages
both the resources used by the contracted service
(such as the hardware infrastructure for an IaaS) and
the service itself. The CSP optionally can manage
other layers.
2.The CSP service management tools filter and
elaborate the data to let the cloud provider interfaces
expose it through the portal or management API.
3.The service management APIs integrator is the key
component that programmatically interfaces with the
CSP to gather and transform data. It periodically
invokes the CSP API to collect new events or selected
metrics for availability and capacity or to collect new
and updated configuration item information.
4.The service management APIs integrator transforms
and normalizes the data and feeds it into the client
service management tools, where it is correlated and
enriched with the client context. As an example, event
management and business service management
tools are fed with events, metrics can feed monitoring
data warehouse, and configuration item information is
processed by configuration management database
tools. This allows off-premises resource data to be
integrated with local resource data within the
standard service management tools used by the
client.
5.Integrated data from the client service management
tools is used by the client service management
processes.
6.In parallel, the client service management processes
can directly use CSP data from the usual self service
interface available on the portal (dashboard, reports,
downloadable csv or spreadsheet formatted data)
and integrate it manually into the service management
process and tools.
Data and events are collected from managed resources and consumed by the client through the APIs integrator that
integrates with the cloud service provider directly and programmatically within the client service management
environment.

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COMPONENT DEFINITION IBM PRODUCT/SOLUTION
Infrastructure
Includes infrastructure and IaaS
resources.
SoftLayer® IaaS
Applications
Includes platforms and SaaS
applications.
Provider service management toolsIncludes service management tools.
SoftLayer Infrastructure
Management System, Nimsoft, other
tools
Cloud provider interface
Supplies management interface for
the CSP.
SoftLayer portal
Service management APIs integratorIncudes the API integration layer.
Service Management APIs 
Integration Services offering
Client service management tools
Includes service management tools
for incident, configuration, and
change processes; for events,
availability, and capacity processes;
and for events and performance
process.
IBM Control Desk, Tivoli® Monitoring,
IBM Application Performance
Management, Tivoli Business Service
Manager
Components

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Business drivers
01 02 03
Requirements
•The user and API interface must meet usability
requirements and allow for rapid integration of new data
sources.
•The solution needs to enable a programmatic integration
at the service management tool level with the CSP
management system.
•The architecture needs to support at least the most
common process such as Incident, Event, Availability,
Capacity, Configuration, and Change.
Reduce tools license and
operational costs because you do
not need to install and maintain
management agents in your
SoftLayer resources.
Speed up time to value and time
to market by composing and
integrating existing management
services.
Maintain the same quality of
service across your hybrid
environment. Manage and govern
traditional and cloud resources in
an integrated way.
Functional requirements Non-functional requirements
•Must guarantee the interoperability with enterprise
service management tools adopting standard interfaces
and protocols.
Interoperability
Consumability
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