itil v3 and the unified service model

ITIL V3 and the Unified Service Model: from Concept to Implementation

Focus Area

BT111SN

2 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.

Abstract

> This session addresses how to leverage capabilitiesusing ITIL best practices and the concept of aunified service model to transition from a 'legacy'architecture model to a customer centric model. Itdiscusses how Elbit Systems of America, a globaldefense electronic systems company is takingstrides to make it real:

Understanding the CA CMDB and the Unified ServiceModel

Building and managing a 'manufacturing' capability

Keeping the Lights on through Service Transparency.


Biography

> David Messineo

CA Services, ITSM Practice Director

20 years working with large implementations

ITIL Service Manager, eSCM Certification


Agenda

> Understanding the CA CMDB and the Unified Service

Model

> Building and managing a 'manufacturing' capability

> Keeping the Lights on through Service Transparency

> Summary

Understanding the CA CMDB and the Unified Service Model


A “Sample” View of Services from the Business

> Completed Business Services:

Request ECAR – Quality Service

Request New Employee On boarding – Human Resources

Request Name Change – Human Resources

> Pending Business Services:

Request Travel Services – Travel

Request Packing Sheet Service – Manufacturing

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

IT Business Scorecard

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.

13

Building and Managing a ‘Manufacturing' Capability

14

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

ITIL v3 Service Lifecycle - Detail

The Service Lifecycle with a Service Catalog

4.0Service

Improvement

2.0Service

Transition

3.0Service

Operation

2.0Service

Transition

1.0 ServiceDesign

5.0Service

Retirement

1.1Service

Requirement

1.2Service

Definition

2.1Service

Transition

3.1ServiceRequest

3.2Service

Authorization

3.3ServiceDelivery

4.1ServiceQuality

4.2ServiceReport

5.1Service

Decommission

Events

Events

Asset Request

Resource Cost

& Utilization

RFC

RFC

ConfigMgmt

ChangeMgmt

ReleaseMgmt Incident

MgmtProblem

Mgmt

CatalogMgmt

ServiceLevelMgmt.

Incidents

Perform.Mgmt

EventMgmt

FinancialMgmt

ServiceAcct.

AssetMgmt

ResouceMgmt

ProjectMgmt

NetworkPerf.

NetworkFault

VoiceMgmt

CustomerExper.

App.Mgmt

SystemPerf.Mgmt

VirtualSystems

Mgmt

SystemFaultMgmt

JobMgmt

Performance

Data

Asset Data

Incident Data

Asset Changes

Incidents

Solutions

Incidents

Service Rates

IdentityMgmt

AccessMgmt

Roles

Rights

SecurityEventMgmt

NetworkForensics

Events

CI Data

Asset

Costs

CI

Asset

Cost

Resource

Costs

Cost

Project Time

Utilization

Layer 1 – Capability Solutions

PPM CCM IPM TM

SIM

IAM

DVSM

APMNVM

SAM

SLM

ITAFM

CMDBAuthoritative Sources

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)

* There is no universal audit facility – so this is based on logging changes to CI attributes

Roles

-User

-Support

-Security

Co

nsu

mers

Service Desk Analyst Configuration Mgr Change Mgr Compliance Mgr Other IT Mgrs

CA Common

Asset Viewer

CA CMDB

Visualizer

CA CMDB

Manager

CMDB Repository

Reconciliation

Federation Automated Relationship Mapping

• Unicenter Asset Management

• Unicenter Asset Portfolio Management

• Unicenter Network & System Management

• Unicenter Service Desk

3rd Party

Discovery:

MS SMS &

Other Sources

3rd Party

Repositories:

MS Excel &

Others

Infrastructure and Applications

Rep

osit

ory

Co

ntr

ibu

tors

CA Cohesion

Repository

Asset

Reconciliation

XML Loaded

Non-

Discoverable

CIs and

Attributes

MDR Sources

Meets Consumers needs• Creates unified view into IT enterprise• Delivers role-relevant information• Helps IT understand and manage CI relationships

Stores Repository of CI data• Singular instances of CI truth• Pre-defined content standardizes taxonomies• Extensive federation capabilities

Federates source data from multiple Producers• Collects and coordinates CA and non-CA data• Universal federation eliminates information gaps• Ensures all Consumers use same data

CMDB Architecture

Keeping the Lights on through Service Transparency

20


21

The CIO Challenge HasMultiple Dimensions

Manage Compliance

and RiskImprove Service Levels

Align IT Investments

With Business Goals

Reduce Costs

ApplicationDevelopment

Operations SecurityStrategy

andPlanning

Drivers to Ensure IT Is an Enginefor Competitive Advantage


Challenges

> Disperse locations

> Reduce costs

> Increased complexity and compliance

> More mobile and collaborative business

> End user base continues to grow

> IT staff has maintained at level approach

> More applications and processes to support


Disperse Locations of Support


$$$$

> Needs outgrow available funds each year

> Keep the Lights on compared to Strategic Initiatives

> Maintain 1.5% to 2% of revenue target


End User Base Grows

How We Do It

> 4 Major Operational Sites

Each site has IT personnel assigned (Shared Service

Concept)

All IT personnel follow standardized processes (ITIL)

> 13 Additional Sites

Supported by 4 operational sites

Same standards used to report incidents and request

services

> Core component of strategy

Unified Service Delivery Module

Integrated software (CMDB, Service Desk, Service

Catalog)

Unified Service Delivery Model

> People

Cross train personnel at all sites.

Use personnel at each site to provide cross site support

> Process

Establish “Best Practices”

Six Sigma or other approach to determine viability

Automate and integrate wherever possible

> Technology

Look for those that can provide Level 0 support

Monitor and report on it


Requests Drive the Business

Look for New things

> Check “requests” each week

Report on requests not entered via catalog

Look for patterns of requests

> Process

Walk the request process from start to finish

Look for ways to streamline and automate

“KISS”

> Talk to End Users

Get their input

Ask other support groups (Finance, HR, Security, etc)


Service Catalog a Way to Maintain Control


Top Requested Services

> IT Services

File Share Access

Application Access

Email Distribution

> Human Resources

New Employee On-boarding

Supervisor Change

> Facilities

Employee Moves


CMDB – Support ServiceIT maintaining control of the process drivers


Control the Process

> Not just Hardware and Software

Process diagram

Policy and Procedure documents

> Setup review cycle

Yearly at a minimum

Document review

> Outside set of eyes

Quality group good place to start to assist in review and

improvement process

> Put it in the CMDB

Central source to control and record it


Diagram the Process


Document the process

Summary

36


What is CA’s Unified Service Model?Components

Copyright © 2007 CA. All rights reserved.CA confidential and proprietary information for CA internal use only. No unauthorized copying or distribution permitted

Service Components (CIs, Attributes, Relationships)










Key Indicators

Fed

erati

on

AP

Is

Rela

tion

sh

ips

The Unified Service Model is implemented using a CMDB


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itil v3 and the unified service model

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