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© Copyright 2015 Vivit Worldwide
Best Practices in IT Architecture
March 18, 2015
© Copyright 2015 Vivit Worldwide
Brought to you by
Vivit Business Service Management
Special Interest Group (SIG)
Leaders: Jim Copio, Rocky Pisto, Mark Laird and Sandy Schubert
www.vivit-worldwide.org
© Copyright 2015 Vivit Worldwide
Hosted by
Mark Laird
Group Technical Architect
Sopra Steria Ltd.
Business Service Management SIG Leader
© Copyright 2015 Vivit Worldwide
Today’s Presenters
Ohad Goldfarb
Customer Enablement Architects Manager
Product Foundation Services Group
HP Software
Chane Cullens
Director Product Management for
BSM Strategy
HP Software
© Copyright 2015 Vivit Worldwide
Housekeeping
• This “LIVE” session is being recorded
• The recording will be available on BrightTALK immediately
after this session
• Q&A: Please type questions in the Questions Box below the
presentation screen
• Additional information available for you behind the Attachment
button and later on the Vivit website
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
IT4IT™ Value ChainDetect to Correct
Ohad Goldfarb
CEA manager, Product Foundation Services Architecture Group,
HPSW
March 2015
Run the business of IT
using an IT value chain-based IT operating
model
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.7
IT4IT™ Value Chain Concept
IT4IT™ Reference Architecture and the Value Streams
Detect to Correct Value Stream
Agenda
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
The nature of IT is changing
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Disruptions changing the IT landscape
Mobility
Cloud
Big Data
Social
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.10
Everything bending to the user is accelerating IT’s need to change from a silo
approach
New style of IT requires a new operating model
Focus on projects
Next wave
Keep services
reliable
Satisfy service
requests
Build quality
services
Build quality
services
Common
Focus on services
Bureaucratic Self-serve
Reactive Predictive
Central planning Open economy
PC, months Mobile, days
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.11
IT4IT™ Forum
Why create an Open Group Forum?
• History of every new initiative reinventing IT foundations
• Issues are industry independent
What are the goals?• End-to-end business service lifecycle for existing/future
paradigms
• Become an IT industry standard architecture framework
How will it deliver value?• Broad integration to deliver higher value than silos
• Architectural foundation for process models like ITIL and COBIT
IT4IT™ Forum board
Shell, AT&T, Achmea,
MunichRe, Accenture,
PwC, HP, ExxonMobil,
Philips, Raytheon, BP,
IBM, Microsoft,
CapGemini, Tata
Consulting Services, Atos,
Origin Energy
Community
AkzoNobel, Barclays, Disney,
ING, Länsförsäkringar,
Morrisons, NBC, Nestle,
Paychex, Procter & Gamble,
Rabobank, Raiffeisen
Informatik …
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
“The insights that IT4IT promises to deliver will enable opportunities for cost reduction to be identified, freeing up funding for innovation. Gartner estimates that for a $1b per annum IT function, this benefit could be 5 to 20 percent of total budget.”
Gartner, quoted from The Open Group press
release, 20-Oct-2014
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.13
HP is adopting IT4IT™
Reference Implementation
to Make it Real
• Implementation Guidance
• Gap Analysis
Reference Architecture for
“the New Style of IT”
• Drive Transformation
• Drive Product Adoption
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.14
The IT Value Chain
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.15
Most IT organizations optimizing around process &
technology silos
DevelopersBusiness Leader IT Engineer IT Operations UsersEnterprise Architect
Demand
Policy
Business Process Model
Requiremen
t
Defect
Event
Incident, Problem
SubscriptionIT Project
AssetAsset
Physical
Service
Model
RFC
How is IT helping me innovate in my
business?
Is what I designed what is getting
deployed?
Too many events and no visibility into
events managed by suppliers
Development takes 6, 8, 9, 12 months to complete and
concepts could have changed.
I just want to get an app on my phone. Why does this
take an IT project to deliver?
Why are changes being made? Is it
linked to the original need?
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.16
IT4IT™ RA optimizes around service model lifecycle
and key artifacts
DevelopersBusiness Leader IT Engineer IT Operations UsersEnterprise Architect
Logical
Service Model
Physical
Service Model
(Realized)
Conceptual
Service Model
Policy IT Project
Demand
Requirement
RFC
Event
Release
Incident
Monitor
Source
Test
IT Contract
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.17
IT delivers value through a series of activities
What is an IT Value ChainA value chain is a series of activities that an
organization performs in order to deliver
something valuable, such as a product or service.
Products pass through the activities of a value
chain in order, and the product gains some value
at each activity. A value chain framework helps
organizations identify the activities that are
especially important for competitiveness—for the
advancement of strategy and attainment of goals.
The value chain is grouped into two main
categories of activities:
• Primary activities, which are concerned
with the production or delivery of goods or
services for which a business functions,
such as IT, and is directly accountable
• Support activities, which facilitate the
efficiency and effectiveness of the primary
activities
Which means there is an IT Value Chain
“Value chain” is from Michael Porter’s 1985
best-seller, Competitive Advantage:
Creating and Sustaining Superior
Performance.
Focused on alignment and integration
to increase product margin
Efficiency
&
AgilityFinance & assets
Intelligence & reporting
Resource & project
Governance, risk and compliance
Sourcing & vendor
IT V
alu
e C
hain
Plan Build Deliver Run
Reference Architecture
18 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Meet the
IT value streams
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.19
Service life cycle – on a repeatable, predictable, coherent and future safe reference
architecture
Strategy to
Portfolio
• Strategy
• Service
portfolio
• Demand
• Selection
Requirement
to Deploy
• Plan & design
• Develop
• Test
• Deploy
Request to
Fulfill
• Define &
publish
• Subscribe
• Fulfill
• Measure
Detect to
Correct
• Detect
• Diagnose
• Change
• Resolve
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.20
The service model – assuring IT service transparency
Business Enterprise Architect
PMO UsersDevelopers Testers IT Engineer IT Operations
Conceptual Service Model
• Demand
• Policy
• Portfolio
Logical Service Model
• IT project
• Requiremen
t
• Release
PhysicalService Model
• Event
• Incident
• Change
Strategy
to Portfolio
Requirement
to Deploy
Request
to Fulfill
Detect
to Correct
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.21
Service
Portfolio
Component
Portfolio
Demand
Component
Proposal
Component
Policy
Component
Defect
Component
Requirement
Component
Project
Component
Test
Component
Build
Component
Service
Development
Component
Change
Control
Comp.
Problem
Component
Incident
Component
Event
Component
Diagnost ics &
Remediation
Component
Usage
Component
Chargeback /
Showback
Comp.
Strategy to
PortfolioRequirement to Deploy Request to Fulfill Detect to Correct
Offer Mgmt.
Component
Offer Consumption Component
Service
Archit ect ure
Policy Requirement
Scope Agreement
IT Project
Portfolio
Backlog
Item
Source
Conceptual
Service
Blueprint
Conceptual
Service
Logical Service
Blueprint
Test Case
Defect
Offer
Service
Release
Service Release Blueprint
Build
Service
Catalog
Ent ry
Desired
Service
Model
Usage
Record
Fulfillment Request
SubscriptionChargeback
Cont ract
Request
Problem/Known Error
Knowledge
It emIncident
Event
Service
MonitorRun Book
RFC
Actual
Service CIs
Service
Monitoring
Comp.
Catalog
Composition
Component
Shopping
Cart
Knowledge &
Collaborat ion
Component
Enterprise
Architecture
Component
Service
Design
Component
Fulf il lment
Execut ion
Comp.
Request
Rat ionalization
Component
Configurat ion
Management
Component
Release
Composition
Component
Request to
Fulfill
Requirement to
DeployDetect to Correct
Strategy to
Portfolio
Detect to Correct
Functional
Compone
nt
Artifact
Entity
Relationship
Service
Model
IT4IT is a trademark of The Open
Group
IT4IT™ Reference Architecture L1 V.1.3
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.22
Detect
to
Correct
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.23
Service
Monitoring
Event
Management
Incident
ManagementRemediation
Configuration Management
Detect Diagnose Change Resolve
Detect
to
Correct
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.24
• See events, alarms
and metrics across
entire infrastructure
• Understand user
issues
• Trace the
relationship
between events
• Enrichment
• Root cause
• Severity and
business impact
• Defined escalation
path
• Auto-fixed common
issues
• Define change
request
• Perform problem
and risk analysis
• Approve
• Implement change
• Leverage run
books
• Verify recovery
• Close records
Detect Diagnose Change Resolve
Detect
to
Correct
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.25
Traceability
End-to-end visibility into a service from event and incident, thru change and resolution
Efficiency
Shorter mean time to repair and more uptime
Cost
Common language, shared
configuration and consistent
data reduces # of tickets
Risk
Defined business impact
and knowledge about the
service not the silo
Detect
to
Correct
Busines
s
Benefits
26 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.c
Detect
to
Correct
Level 1
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.27
Detect
to
Correct
Request to
Fulfill
Requirement to
DeployDetect to Correct
Strategy to
Portfolio
Detect to Correct
Service
Portfolio
Component
Portfolio
Demand
Component
Proposal
Component
Policy
Component
Defect
Component
Requirement
Component
Project
Component
Test
Component
Build
Component
Service
Development
Component
Change
Control
Comp.
Problem
Component
Incident
Component
Event
Component
Diagnost ics &
Remediation
Component
Usage
Component
Chargeback /
Showback
Comp.
Strategy to
PortfolioRequirement to Deploy Request to Fulfill Detect to Correct
Offer Mgmt.
Component
Offer Consumption Component
Service
Archit ect ure
Policy Requirement
Scope Agreement
IT Project
Portfolio
Backlog
Item
Source
Conceptual
Service
Blueprint
Conceptual
Service
Logical Service
Blueprint
Test Case
Defect
Offer
Service
Release
Service Release Blueprint
Build
Service
Catalog
Ent ry
Desired
Service
Model
Usage
Record
Fulfillment Request
SubscriptionChargeback
Cont ract
Request
Problem/Known Error
Knowledge
It emIncident
Event
Service
MonitorRun Book
RFC
Actual
Service CIs
Service
Monitoring
Comp.
Catalog
Composition
Component
Shopping
Cart
Knowledge &
Collaborat ion
Component
Enterprise
Architecture
Component
Service
Design
Component
Fulf il lment
Execut ion
Comp.
Request
Rat ionalization
Component
Configurat ion
Management
Component
Release
Composition
Component
IT4IT is a trademark of The Open
Group
IT4IT™ Reference Architecture L1 V.1.3
Functional
Component
Artifact
Entity
Relationship
Service
Model
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.28
Detect
to
Correct
Level 2
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.29
V1.3 Snapshot developed by The
Open Group IT4IT™ Forum
An IT4IT™ value streamDetect to Correct
IT4IT is a trademark of The Open
Group
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.30
Detect to Correct: HP Product Mapping
Self Service Support
Defect Component
Requirement to Deploy
Defect
Portfolio Demand Component
Strategy to Portfolio
Portfolio Backlog
Item
IncidentEvent
Actual Service CIs
RFC
ServiceMonitor
1:n
1:n n:m
n:m
Problem, Known Error
n:m
n:m
n:m
Event Incident
RFC
RFC
Problem RFC
Incident
Request to Fulfill
Fulfillment Execution Comp.
PortfolioBacklog
Item
n:m
Usage
1:n
Runbook
Run book
Run book
n:m
Service DiscoveryCI
Defect
Knowledge & Collaboration
Component
Knowledge Item
n:m
1:n
1:n
Request to Fulfill
ServiceMonitor Knowledge Item
Run book
Interaction
n:m
1:1
Desired Service Model
1:1
1:1
Usage Component
Request to Fulfill
Defect
1:11:1
Offer Consumption Component
Request to Fulfill
Status
Service Monitoring
Component
Incident
Component
Change Control
Component
Problem
Component
Diagnostics &
Remediation Comp.Configuration
Management Comp.
Event
Component
RFC
D2C V.1.3 Sep 29
th 2014
Service Model
Data Artifact – Key
Record fabric Integration
Entity relationship
Functional Component - Key
Functional Component - Auxiliary
Data Artifact – Auxiliary
Engagement dataflow
Current practice
This work is based upon material developed and published by the
IT4IT Consortium
1:n
Request to Fulfill
Actual
Service
CIsFulfillment
Request
SM, SAW
UD
BSM (APM), BPM, RUM,
OM, SiS, NNMi, Diag.
Ops Analytics BSM (OMi) Service Manager (SM), Service Anywhere (SAW)
ALM
UCMDB OO SM, SAW
PPM
CSA + OO + DMA + SA
+ NA + SE
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.31
Example D2C Use Case
Diagnostics & Remediation
Incident Problem
Change Control
Defect Service Monitoring
BSM Data Collectors-
Service Monitors
Event
BSM (OMi) -Consolidated Event
Console
OO
SM-Incident
Management2 Events
3 Diagnostic
Runbook
4 Incident
Submission
5 Remediation(Temporary)
SM-Problem
Management& Know Error
6 Problem
Submission
7 RFC
Submission
8 Change
Implementation
SM-Change
Management
ALM-Defect
Management
6 Defect
Submission
CMDB
Universal Discovery &
UCMDB
2 CI sync
2 CI sync2 CI sync
2 CI sync
FulfillmentExecution
Cloud Services Automation (CSA)
1 Deployment
Automation
1 Report DesiredService CIs
1 Deploy
Monitors
9 Incident/Event
Closure
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.32
D2C Implementation Example
Data Collectors, Monitors
SM
BSM
SiteScopeBPM OM L/U/W
OMi
#648 (W), #198 (U)
#337 Create Incident
Incident & Event Data Sync
Ops Agents
#328 CIs &
Relationship Sync
#243, #245
Federated Data:
Incidents & RFCs
#243, #245
Federated Data:
Incidents & RFCs
UD
Discovered CI Data
& Topologies
UCMDB
OO
RC
#365, #811
Run-Book Invocation
#375, 408
Run-Book
Invocation
#118
Impact Analysis Based
on UCMDB
Relationships & Dependencies
#122
Update Ticket
with Results
#403
RFC Sync
& Analysis
Change Calendar
Suggested Timeframe
for RFCs
ALM
#682
Create Defect
#101
CIs & Relationships Sync
#381 Launch Business
Service Impact Report
NNMi
Diag.
#679 (BSM),
#810 (OMi)
Downtime
#460
RUM
#498
OM SPIsTV SE NNMi SPIs
#338, #344, #445 Topology Sync, Event Sync, UI Launch
#170 (W)BPI #492
#473 #461
#474
PM
CSA / CODAR
#797
Monitoring
automation
Operations
Analytics
#705 CI collection (RTSM)
#704 Events (OMi)
#789
ArcSight
Logger
#618(U),
#464(W)
#686
#812 NNMi UI
#157 NNMi-RUM
Monitors data
To Ops
Analytics:
#702, #703,
#706, #720,
#721, #725,
#726
#412
***Some integrations
between BSM data
collectors/monitors
are not included in this
diagram.
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.33
D2C Implementation Example With FCs
Data Collectors, Monitors
SM
BSM
SiteScopeBPM OM L/U/W
OMi
#648 (W), #198 (U)
#337 Create Incident
Incident & Event Data Sync
Ops Agents
#328 CIs &
Relationship Sync
#243, #245
Federated Data:
Incidents & RFCs
#243, #245
Federated Data:
Incidents & RFCs
UD
Discovered CI Data
& Topologies
UCMDB
OO
RC
#365, #811
Run-Book Invocation
#375, 408
Run-Book
Invocation
#118
Impact Analysis Based
on UCMDB
Relationships & Dependencies
#122
Update Ticket
with Results
#403
RFC Sync
& Analysis
Change Calendar
Suggested Timeframe
for RFCs
ALM
#682
Create Defect
#101
CIs & Relationships Sync
#381 Launch Business
Service Impact Report
NNMi
Diag.
#679 (BSM),
#810 (OMi)
Downtime
#460
RUM
#498
OM SPIsTV SE NNMi SPIs
#338, #344, #445 Topology Sync, Event Sync, UI Launch
#170 (W)BPI #492
#473 #461
#474
PM
CSA / CODAR
#797
Monitoring
automation
Operations
Analytics
#705 CI collection (RTSM)
#704 Events (OMi)
#789
ArcSight
Logger
#618(U),
#464(W)
#686
#812 NNMi UI
#157 NNMi-RUM
Monitors data
To Ops
Analytics:
#702, #703,
#706, #720,
#721, #725,
#726
#412
Service Monitoring
Event
Config. Mgmt.
Incident Change Control
ProblemKnowledge
Management
Service Discovery
Defect Management
Diagnostics & Remediation
Service Monitoring
Service Monitoring
Ful fil lmentExecution
***Some integrations
between BSM data
collectors/monitors
are not included in this
diagram.
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.34
D2C Implementation
Example With
FCs and
Solutions
Data Collectors, Monitors
SM
BSM
SiteScopeBPM OM L/U/W
OMi
#648 (W), #198 (U)
#337 Create Incident
Incident & Event Data Sync
Ops Agents
#328 CIs &
Relationship Sync
#243, #245
Federated Data:
Incidents & RFCs
#243, #245
Federated Data:
Incidents & RFCs
UD
Discovered CI Data
& Topologies
UCMDB
OO
RC
#365, #811
Run-Book Invocation
#375, 408
Run-Book
Invocation
#118
Impact Analysis Based
on UCMDB
Relationships & Dependencies
#122
Update Ticket
with Results
#403
RFC Sync
& Analysis
Change Calendar
Suggested Timeframe
for RFCs
ALM
#682
Create Defect
#101
CIs & Relationships Sync
#381 Launch Business
Service Impact Report
NNMi
Diag.
#679 (BSM),
#810 (OMi)
Downtime
#460
RUM
#498
OM SPIsTV SE NNMi SPIs
#338, #344, #445 Topology Sync, Event Sync, UI Launch
#170 (W)BPI #492
#473 #461
#474
PM
CSA / CODAR
#797
Monitoring
automation
Operations
Analytics
#705 CI collection (RTSM)
#704 Events (OMi)
#789
ArcSight
Logger
#618(U),
#464(W)
#686
#812 NNMi UI
#157 NNMi-RUM
Monitors data
To Ops
Analytics:
#702, #703,
#706, #720,
#721, #725,
#726
#412
Service Monitoring
Event
Config. Mgmt.
Incident Change Control
ProblemKnowledge
Management
Service Discovery
Defect Management
Diagnostics & Remediation
Service Monitoring
Service Monitoring
Ful fil lmentExecution
Legend
Common Product or Integration
CCRM Only Product or Integration
CLIP Only Product or Integration
D2C Key Functional Component
***Some integrations
between BSM data
collectors/monitors are
not included in this
diagram.
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.35
Self Service Support
Defect Component
Requirement to Deploy
Defect
Portfolio Demand Component
Strategy to Portfolio
Portfolio Backlog
Item
IncidentEvent
Actual Service CIs
RFC
ServiceMonitor
1:n
1:n n:m
n:m
Problem, Known Error
n:m
n:m
n:m
Event Incident
RFC
RFC
Problem RFC
Incident
Request to Fulfill
Fulfillment Execution Comp.
PortfolioBacklog
Item
n:m
Usage
1:n
Runbook
Run book
Run book
n:m
Service DiscoveryCI
Defect
Knowledge & Collaboration
Component
Knowledge Item
n:m
1:n
1:n
Request to Fulfill
ServiceMonitor Knowledge Item
Run book
Interaction
n:m
1:1
Desired Service Model
1:1
1:1
Usage Component
Request to Fulfill
Defect
1:11:1
Offer Consumption Component
Request to Fulfill
Status
Service Monitoring
Component
Incident
Component
Change Control
Component
Problem
Component
Diagnostics &
Remediation Comp.Configuration
Management Comp.
Event
Component
RFC
Service Model
Data Artifact – Key
Record fabric Integration
Entity relationship
Functional Component - Key
Functional Component - Auxiliary
Data Artifact – Auxiliary
Engagement dataflow
Current practice
This work is based upon material developed and published by the
IT4IT Consortium
1:n
Request to Fulfill
Actual
Service
CIsFulfillment
Request
D2C Automation Areas
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Business Service
Management
The Open Group consortium IT reference architecture
IT4IT’s Detect to Correct reference architecture
Service
MonitoringEvent Incident Problem
Change
Control
Configuration Management
Diagnostics & Remediation
This work is based upon
material developed and
published by the IT4IT
Consortium IT4IT.com
Detect Diagnose Change Resolve
HP Business Service
Management
Enterpri se Ar chit ect ur e
Service Por tf ol io
Demand
Proposal
Policy
Fulfi llment Execut ion
DefectRequir ement
Project Test
Build
Service Development
ReleaseDesi gnService Design
Change Cont rolCMDB
Service Moni tori ng
Problem Incident
Event
Diagnosti cs & Remedi at ion
Knowl edge & Collaboration
Usage
Char geback / Showback
Request Rati onali zati on
Catalog Aggr egati on & Off er Mgmt.
Shop / Buy / Pay / Manage
Catalog Composit ion & Desi gn
Service Architecture
Policy Requir ement
IT Contr act IT Pr oject
Demand Sour ce
Conceptual Service Bluepr intConceptual Service
Service Design Package
Logi cal Ser vi ce Bl uepri nt
Test Case
Defect
Off er
Shopping Cart
Release Package
Service Release Service Release Bluepr int
Build
Service Catalog Ent ry
Desi red Service Model
Usage Recor d
Fulfi llment Request
Subscript ion Char gebackCont ract
Request
Problem/Known Er rorKnowl edge It em Incident
Event
Service Moni torRun Book
RFC
Actual Service CIs
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Business Service Management
37
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
• Monitor business,
customer and IT
• Capture the user
experience
• Sense across all IT
layers
Sense everything in real time
• Address issues before
services are impacted
• Correlate data by time,
topology, and more
• Calculate root causes,
patterns, and
predictions
Analyzeto predict and solve
• Automate systems for
resilience and scaling
• Automate tasks for
speed and accuracy
• Automate processes for
scale and repeatability
Adaptwith speed and accuracy
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
E-book cookbook
Approach
Click & go workflow
Overview
4
3
2
1
IT4IT’s Detect to CorrectEvent Component best practices - visualizing service health with dashboards
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
BSM dashboarding best practices e-bookCreated by HP Professional Services for visualizing IT information in a business context
• Audiences
• Usability
• Agile
ServiceModeling
Data Dashboards
• Pattern or instance based
• Best practices
• Perspectives
• Health indicators
• KPIs
• Events
• Watch lists
• My BSM
• External components
• Incorrect
• Exporting
ApproachTrouble-shooting
For a copy of the e-book email [email protected]
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Workflow – click & goYour London Underground map
Define StakeholdersUnderstand the audience and
the information they are attempting to visualise
Pattern BasedWork well where
standards are in place, they are dynamic and as a
result require less maintenance
Instance BasedStatic and require manual
update
Group CIsCreate logical groupings of
Cis using CICollections
Amend ETI/HIAmend information in data
collectors to generate ETI/HI information
Create HIWhere ootb HI definitions are not adequate, or not
granular enough
optionally create new HIs
Watch listsVisualize the status of
CIs from within different views
without switching between the views
themselves
Event DashboardsVisualize filtered event
information in the context of views
Custom MyBSMCreate the dashboard using the components available. Constantly feedback to the persona that what is being
visualized is what they require, and that technically
it fits on the page.
PermissionsGrant permissions necessary
for the consumers. Note that you may want to give
some users a degree of autonomy over whet they
are able to see in the dashboard
External ToolsCreate links to external
applications via the dashboard. Weather or shareprice information
perhaps. Or to knowledge articles or
service/CI owners
WiringEnsure that the context
changes based on selection supports the
workflow
Assign HIAssociate the HI with the CIs
that require it
Create KPIWhere ootb KPIs are not
appropriate, or the persona has KPIs that are not available optionally create, or clone and edit
KPIs
Assign KPIAssociate the KPI with the
CIs that require it
Choose Model TypeChoose from instance-based or pattern-based
model
Create PerspectivesRegardless of the type of
view perspectives relevant for the consumer
are created
Top/360 ViewWhere the topology is well
understood and information is metric/health driven use service health components
PlanningDefine scope and objectives of
the dashboard. Be able to describe the purpose of the
desired result
Start Start
Start
Define StakeholdersUnderstand the audience and
the information they are attempting to visualise
Pattern BasedWork well where
standards are in place, they are dynamic and as a
result require less maintenance
Instance BasedStatic and require manual
update
Group CIsCreate logical groupings of
Cis using CICollections
Amend ETI/HIAmend information in data
collectors to generate ETI/HI information
Create HIWhere ootb HI definitions are not adequate, or not
granular enough
optionally create new HIs
Watch listsVisualize the status of
CIs from within different views
without switching between the views
themselves
Event DashboardsVisualize filtered event
information in the context of views
Custom MyBSMCreate the dashboard using the components available. Constantly feedback to the persona that what is being
visualized is what they require, and that technically
it fits on the page.
PermissionsGrant permissions necessary
for the consumers. Note that you may want to give
some users a degree of autonomy over whet they
are able to see in the dashboard
External ToolsCreate links to external
applications via the dashboard. Weather or shareprice information
perhaps. Or to knowledge articles or
service/CI owners
WiringEnsure that the context
changes based on selection supports the
workflow
Assign HIAssociate the HI with the CIs
that require it
Create KPIWhere ootb KPIs are not
appropriate, or the persona has KPIs that are not available optionally create, or clone and edit
KPIs
Assign KPIAssociate the KPI with the
CIs that require it
Choose Model TypeChoose from instance-based or pattern-based
model
Create PerspectivesRegardless of the type of
view perspectives relevant for the consumer
are created
Top/360 ViewWhere the topology is well
understood and information is metric/health driven use service health components
PlanningDefine scope and objectives of
the dashboard. Be able to describe the purpose of the
desired result
Start Start
Start
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Approach - Audiences, Usability, Agile, Operational change1,000 shards of glass becomes a single pane of glass for a specific persona
Persona optimized – Operations, Service Owner, Technology Owner, Executives
Granularity of
InformationBreadth of
Information
Practitioner Regional Lead Head of X BoardTeam Lead
Lower level metrics need to support higher level business goals
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Design the dashboards from the bottom layer upwardsWhile knowing the needs of the levels above
Operational Team Leads
Business UnitRegional Management
Business Units
Executive /Board
Monitoring the team’s workload, performance against targets (SLAs, OLAs) and any current issues
Monitoring the region’s (and underlying team’s) performance against targets/budgets and any current issues. Depending on the size and complexity of the organisation, this layer may be broken down into multiple layers (e.g. country level and regional level) or for smaller organisations may not exist at all
Monitoring the Business Unit’s (and underlying region’s) performance against targets/budgets. Ability to see actuals, forecasts and trends.
Monitoring the performance of the Business (and underlying Business Units and Lines of Business) against business goals. Ability to see actuals, forecasts and trends.
De
crea
sin
g R
efre
sh F
req
uen
cy
Metrics rolled-up to underpin those of the next level
Metrics rolled-up to underpin those of the next level
Metrics rolled-up to underpin those of the next level
Operational Team Members
Timely information that better enables them to perform their roles and provides them with key communications
Metrics rolled-up to underpin those of the next level
Incr
easi
ng
Gra
nul
arit
y o
f In
form
atio
n
Use an agile viewpoint
• Increases buy-in
• Release process
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP BSM “best practice” and integration guides!
1. BPM Monitoring Solutions Best Practices
2. BSM - Operations Orchestration Integration Guide
3. BSM - Release Control Integration Guide
4. BSM - Service Manager Integration Document
5. BSM - Data Flow Management
6. BSM - Extensibility Guide
7. BSM - High Availability Fine Tuning
8. Detect to Correct Concept and Configuration Guide
9. Effective Modeling for BSM - Best Practices
10.End-to-End Service Monitoring and Event Management Best Practices
11.HP Consolidated Security and Operations Event Management
12.HP Network Node Manager i Software—HP Business Service Management Integration Guide
13.HP Network Node Manager i Software—HP SiteScope Integration Guide
14.HP Operations Manager Web Services v9.10 Integration Guide
15.HP Service Health Reporter Concept Guide
16.HP SiteScope - Integration with BSM and HPOM Best Practices
17.HP Value Stream Detect to Correct with SAP Best Practices
18.Multi-Tenancy Using BSM - Best Practices
19.NNMi - BSM Topology Integration
20.RTSM Best Practices
21.Services and Application Modeling - Best Practices
https://hpln.hp.com/page/all-best-practices
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Why HP Business Service Management?Continuous innovation!
44© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Sense Analyze
• Powerful analytics: 10
patents HP labs
algorithms
• Big data platform:
petabyte data capacity
• Reporting: Extensible
reporting capabilities
More Power
Adapt
• Extensive automation:
+5000 workflows
• Operator guidance
More Results
• Massive scale: +10
million objects
• Broad coverage: vast
majority of IT
Technologies
• All data: human,
business, machine
More Data
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Discover more at:Email: [email protected]
Web: https://hpln.hp.com/group/it-value-chain
© Copyright 2014 Vivit Worldwide
HP Discover Las Vegas 2015
• June 2 – 4, 2015 at The Venetian Resort in
Las Vegas.
• All members can Register Now via the unique
Vivit link www.hp.com/go/discover/vivit and
you will receive a $300 off the $1795 for
HP Discover 2015
Deep Dive Sessions will be offered on Monday, June 1st from 1:00 – 5:00 pm.
Find more information on website under the training section.
____________________________________________
© Copyright 2015 Vivit Worldwide© Copyright 2015 Vivit Worldwide