service level management
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Monitoring Architecture
Federated CMDBFederated CMDB
Business & Process Layer
Consolidation Layer
Domain Layer
Correlation, Aggregation &
Filtering
Consolidated Operations
Console
Service Dependency
Mapping
Business Services View
Business Impact
Analysis
Service Level Management
End User Management
Application Performance Management
Business Process
Management
Network/IT Performance and Capacity
Network/IT Fault and
Availability
Network/IT Change and
Configuration
Network Security
Application Traffic
PerformanceDiscovery Services
WEB app Security
Help Desk
Service Desk
Incident
Problem
Change
Configuration
Knowledge
Service Level
Business Services Dashboard
Service Operations Automation
The End to End Service Delivery Chain
Governed by Service Level Agreement
Service Delivery Management
Governed by Underpinning Contract
Governed by Operational Level Agreement
BusinessOperational
Areas
the landscape
Organizational Control >>
Using scripts or tools from OS/Virtualization /
Hardware Vendor
Using scripts or tools from OS/Virtualization /
Hardware Vendor
Multi-vendor support, Patching, compliance,
Configuration management
Multi-vendor support, Patching, compliance,
Configuration management
Provisioning, Dependency mapping,
Configuration standardization
Provisioning, Dependency mapping,
Configuration standardization
Operational Efficiency >>Competitive Advantage >>
Opera
tiona
lly
Ready
Applic
ation
Aware
Serv
ice
Orient
ed
Cloud
Enab
led
Automation Maturity
Application deployment, process orchestration,
Self-service portal, chargeback
Application deployment, process orchestration,
Self-service portal, chargeback
Dynamic Resource Allocation, Application
portability
Dynamic Resource Allocation, Application
portability
Best e
ffort
Value
conso
lidate
—>
optimize
—>
auto
mate
—>
dynam
ic
Virtualiz
ation M
aturit
y
The Technology Challenge:
Unavailable or Slow Available, Performing as Expected
Web ServerApp ServerMainframeDatabaseNetworkApplicationEnd-User Service
05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00
99%
99%
99.9%
99.9%
99.999%
99.9%
?
% available
And who is measuring the real user experience … and managing the whole service
6
Managing Technologies vs. Services
Managing Infrastructure Top-Down in Context of Services is Required
Component centric
System centric
Service centric
Managing Service Delivery “At Every Level”
Process centric
Component centric
System centric
Service centric
Managing Service Delivery “At Every Level”
Process centric
Server, hub, switch, router, Other resources
Unix, Linux, Microsoft, Oracle
ERP, CRM , Desktops, Financials
Activation, Provisioning, Billing, Invoicing
the goat rodeotypical scenario in delivering a service
DATABASE
OPERATIONS
SERVICEMANAGER
BUSINESS MANAGER CUSTOMER
APPLICATIONS
SECURITY
IT
REQUIRED FORMS
NEW SERVICE REQUEST
REQUESTFOR SUPPORT
REQUEST FOR IT RESOURCES
PROVISION APPLICATIONS
SERVICE DELIVERED
REQUEST FULFILLEDAND APPROVED
USER ID CREATED
ROLES ESTABLISHED
ACCESS APPROVAL
REQUEST FOR ACCESS
3
1
2
8
5 6
11
9
7
4
10
The Oblicore Concept – Service at the Center
• For any type of Service • For any type of Contract Party• For any Aspect of the Service• Service Lifecycle Management
The Oblicore Concept – Design the Services
• Design management from concept to retirement• Change control over all phases (using version control)• ITIL v3 Service Process Management concepts (Re-Use)• Template based service design & specification
The Oblicore Concept – Publish the Services
• Online publication of Service Portfolio Cataloges• Secure access based on Roles & Permissions• Hardcopy output in MS Word / PDF formats• Portal integration capabilities – MS Sharepoint, etc.
The Oblicore Concept – Contract the Services
• Wizard driven service contract generation• Template based design workflow (with workflow approval)• Captures all aspects of Service Contracts• SLAs/OLAs/UPCs managed with full version & status control
ContractualContractual
OperationalOperational
Terms & ConditionsTerms & Conditions
PricePrice
CostCost
The Oblicore Concept – Report on the Services
•Compliance and Operational Reporting (SOX)• Dashboards with contractual and current status• Proactive alarms (predictive, trending, aggregated, ...)• Service feedback reporting
Oblicore Guarantee
From Catalog to Contract From Contract to Performance
Service
Metric
Service Portfolio Products
Report, DB, AlertsContracts
Promise PerformanceStandardizationLife Cycle ManagementCapture ALL aspectsSingle Repository Reduce Cost/Contract
Integrated ReportingBusiness Impact
FinancialOperationalContractual
Profitability & Revenue
Benefit•Proactive Penalty Prediction & Avoidance & Recovery
•Right-Source : deliver what’s been promised
•Right-Source : order what’s needed
•Improve Accountability Relative to Competition
•Reduce Disputes•Reduce Overdelivery•Optimise Service Catalogue Content
Cost & Productivity
Benefit•Reduce Effort Required to manage service catalogs, service agreements and reports
•Reduce Report Maintenance & increase Accuracy
•Enable “Economies of Scale” in your sourcing and provisioning strategy through standardization
•Reduce Headcount & Increase Productivity
Business Risk
Benefit•Be in control of the service delivery chain across the organization: who delivers what, when, where and why
•Future Proof Investment in Service Level Management
•Manage internal and external Service Level commitments
•Improve Organizational Accountability
Typical Areas for Business Benefit from Oblicore
With CA Oblicore Guarantee, CA Can Help You
• Better communicate the business value of IT
• Meet business expectations for service quality
• Better allocate finite resources by managing business demand for quality
• Maximize value from cloud service providers
• Establish clear mutual understanding of service level requirements
• Standardize SLM process• Take corrective action to
meet business expectations• Reduce cost of manual data
gathering and reports
• Better negotiate and manage relationships with cloud service providers:“trust but verify”
• Recoup penalties, reduce disputes
• Incentivize the performance
you need
CIOService LevelManager
VendorManager
terms of this presentation
This presentation was based on current information and resource allocations as of May 14, 2010 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 information 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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