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Global Technology Services
© 2007 IBM Corporation
Implementing an IT Service Management Architecture
Chan Hwee HiongManaging ConsultantIT Service Management Practice Leader (IBM ASEAN)
2 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
ITILIT Service Management
IT Infrastructure Library
ISO 20000
3 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Currently 75% of most IT budgets are spent on maintenance & support activities
1 Barbara Gomolski, “U.S. IT Spending and Staffing Survey, 2005, Table 5,” Gartner, November 2, 2005.2 Michael Speyer, “North America’s 2006 Enterprise IT Spending Outlook,” Forrester Research, February 3, 2006.
2005 total IT spending on IT internal staff 1“Seventy-seven percent
rated improving IT efficiency as a priority.”2
Software support and maintenance
18%
Hardware support and maintenance
18%
System and network management
14%Help desk
10%
IT administrative staff17%
© Copyright IBM Corporation 2006
Advanced technology group, planning,
architecture4%
Project or program management
7%Software application
development14%
4 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
While the specific goals of an ITSM program may vary in different organizations, any IT Service Management program must incorporate the four domains of people, process,
technology and information.
PeopleRoles, teams and functionsSkill requirementsJob descriptions
Staffing levelsTraining curriculumStaff training
ProcessTechnology and information requirementsResource acquisitionPolicies and governanceProcess designDetailed workflow implementationProcedures
InformationInformation requirements Data modelsInformation flowsMeasurementsReports Performance indicators
TechnologyITSM architectureTool requirementsTool evaluation and selectionTool installation Interfaces and integration
Development environmentsCustomization and integrationTestingDeployment
The primary goal IT Service Management is to improve the efficiency and effectiveness of the IT services
5 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
The business case for IT Service Management Automation
Solution: ‘Operational’ Automation- Automates and integrates the operational
processes and tools that directly support the delivery of critical business services and processes – to help maximize productivity and reduce new labor expense, while improving service assurance.
Operational Spend- 70% of CIO budget is labor
By 2008- 73% of CIO budgets will be labor spend
- Growth supporting app. dev. will decline at -10% CGR
- Total operations labor spend will reach $325B
Automating IT operations to support greater business agility.
Challenge:- The operational processes that directly support delivery of revenue generating business services and processes are not automated or integrated.
6 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Typical IssuesDisparate monitoring tools exist for different platforms;
Monitored events are not consolidated into a single view;
Some critical resources are not monitored;
IT configuration data is maintained in separate sources, duplicated and not updated;
Service requests are not logged consistently for proper follow-through of resolution;
Etc…
It can be a challenge to ensure IT technology solutions are implemented in a way that is integrated and effectively supports process automation
Ad-hoc purchasing of management solutions without regard for an overall plan or strategy typically leads to an unplanned environment with a disarray of tools that are not optimized
to realize ITSM goals.
X
X X
7 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
An ITSM Architecture provides a holistic view of IT Service Management capabilities, providing the “city plan” for “building projects”
ITSM Architecture“the city plan”
ITSM Components• “the building design”
BusinessStrategy
InformationTechnology
Strategy
BusinessOpportunity
TechnologyAvailability
- People- Process- Tools- Information
Planning
Design andDelivery
Ent
erpr
ise
wid
e fo
cus
Pro
ject
focu
s
Strategy
IT Service Management Operating Environment
IT Solutions
ITSM Architecture
Transition Planning and Governance
- Implementation Phases
- Achievement of Service Levels
8 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Without an IT Service Management Architecture…
… even if an individual house is well architected, if each house is different (e.g. different electricity voltage, water pressure) then the city will not work…
Some of the greatest value comes from:- Common vision & principles between the IT
teams, and IT management- Centralized information- Cost avoidance/reduction – avoid purchase of
incompatible tools- Shortened development/deployment time- Reduce duplication and waste- Reduced support and maintenance costs
9
IBM Global Technology Services
© Copyright IBM Corporation 2008Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
So what’s the value of an ITSM Architecture?
Some of the greatest value comes from intangible things- Common vision & principles between
the IT teams, and IT management- Creates deliverables and processes as
an organization- Enhanced communications- Common language- Centralized information- Logical models of technology- Increased knowledge baseCost
avoidance/reduction – avoid purchase of incompatible tools
- Shortened development/deployment time- Leverage installed architecture- Reduce duplication and waste- Reduced support and maintenance costs- Reduce learning cycle
But there are also tangible benefits- Cost avoidance/reduction – avoid
purchase of incompatible tools- Shortened development/deployment time
- Leverage installed architecture
- Reduce duplication and waste- Reduced support and maintenance costs- Reduce learning cycle
10 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
IBM has identified a common set of patterns in which ITSM architectures are often built – the IBM Service Management Reference Architecture
Service Management Foundation- Core building blocks for establishing
consistency and control over the IT environment.
- Includes Incident, Change, Problem, Knowledge, User Contact Management and Reporting.Service Asset Management
- Information required to provide accurate details about the IT environment.
- Includes the supporting resources (people, applications, infrastructure and information) and the services provided with them.
Service Request
Managem
ent
Service
Provis
ioning
Service Asset
Managem
ent
Service Request Management
- Management of the portfolio of IT services, and an IT Service Catalog for receiving, evaluating and processing service requests.
Service Provisioning- Resource deployment, capacity allocation,
metering, billing and managing operations.
Service Monitoring- Monitoring of Services from a
business/consumers’ perspective. - Correlation of Service Availability and
Performance to Utilization, Capacity and Problems.- Uses predictive modeling and forecasting of service
availability & performance based on real time service and resource capacity, performance and utilization data.
Service Quality Management- Establishes the framework for end-to-end
collection of quality metrics- Includes real-time monitoring and
historical reporting of service levels
11 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Within each pattern we can see the typical management functions it enables...
20%
20%
20%
20%
20%
Service ManagementFoundation
Service Monitoring
Service
Provis
ioning
Service Quality
Management
12 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
We can drill down to the specific IT capabilities required - including both the management applications and information that are needed
Process Runtime Environment
Process Execution Capabilities
Common Process Data Store
Process Reporting Capabilities
Process Management Capabilities
Proc
ess
Man
agem
ent
Adm
in P
orta
l
Support Interface
Service Provisioning
Service Request Management
Service Management Foundation
Service Quality Management
Service Monitoring
Service Asset Management
Reporting & Dashboards
Presentation Capabilities
Templates & Data
Data Transformation
Capabilities
Escalation Capabilities
User Contact Management
Communication Capabilities
User ContactData
Fulfillment & Routing
Capabilities
UC Monitoring & Analysis Capabilities
Knowledge Management
Planning & Maintenance Capabilities
Submission and Structuring
Capabilities
Retrieve and Publish
Capabilities
StructuredKnowledge
Problem Management
KnownErrors
Root Cause Analysis
Capabilities
Definition & Prioritization Capabilities
Resolution Planning
Capabilities
Incident Management
Logging & Classification Capabilities
Incident Policies & Records Diagnosis &
Resolution Capabilities
Change ManagementRFC
AssessmentService
Change Scheduling Capabilities
Change Implementation
Capabilities
RFC Audit & Review
Capabilities
RFC Data
Financial Management
Cost Management Capabilities
Metering Capabilities
Billing & Invoicing
Capabilities
Budget & Planning
Capabilities
UsageData
Accounting Capabilities
Cost Model & Rates
Release Management
Release Testing Capabilities
Release Packaging Capabilities
Software Distribution Capabilities
Platform Capabilities
DistributedSoftware Library
Distributed Hardware Store
Patch Mgmt Capabilities
Capacity ManagementReservation Capabilities
Forecasting Capabilities
Demand Management Capabilities
BusinessCapacity
Service Capacity
Resource Capacity
Capacity Data
Performance Management
Performance Correlation &
Tuning CapabilitiesPerformance
Data
Service Levels
Financials
Process
Capacity
Performance Analysis
Capabilities
Service Continuity Management
BIA Capabilities
Continuity Planning
Capabilities
SC Data
Recovery Capabilities
Availability Management
Availability Analysis
Capabilities
Availability Planning
Capabilities
Availability Data
Business System Management
CorrelationCapabilities
Business Health Analysis
Capabilities
Modeling & Decomposition
Capabilities
Bus System Rules & Policies
Event Management
Detection & Filtering
Capabilities
Correlation Capabilities
Resolution Capabilities
Historical Event Data
RealtimeEvent Data
Service Execution & Choreography
\
Service FlowRepository
Scheduling Capabilities
Service Flow Development Capabilities
Service Flow Execution Capabilities
Service Fulfillment Tasks
12n
Service Flows
12n
Asset Management
Inventory
Asset Auditing Capabilities
Asset Reporting
Capabilities
Asset Control Capabilities
Discovery
Discovery Data
Operational Monitoring Capabilities
Infrastructure Monitoring Capabilities
Operation/App Monitoring Capabiities
Alerting Capabilities
Monitoring Data
Service Request
Service Request
ProjectRequest
Incident Logging
StandardChange
EntitlementCapabilities
Enrollment & Subscription Capabilities
Customer Profiles
Service Catalog
ServiceCatalogOffering
Management Capabilities
Ordering Capabilities
Resource Management
Batch & Job Mgmt
Capabilities
Load Balancing
Capabilities
Workload Management Capabilities
Policies & Profiles
Transaction Management Capabilities
Workload Monitoring Capabilities
Service Level ManagementService Level Negotiation Capabilities
ServiceContracts
SLAs
OLAs
UCs
Service Level Attainment Capabilities
Configuration Management
CMDB
CI Status Accounting Capabilities
Configuration Control
Capabilities
CI Auditing Capabilities
Discovery Capabilities
Topology Management Capabilities
Data Integration Capabilities
Report Creation Capabilities
Metrics and Measurement Capabilities
Proactive Problem
Capabilities
13 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Process Runtime Environment
Process Execution Capabilities
Common Process Data Store
Process Reporting Capabilities
Process Management Capabilities
Proc
ess
Man
agem
ent
Adm
in P
orta
l
Support Interface
Service Provisioning
Service Request Management
Service Management Foundation
Service Quality Management
Service Monitoring
Service Asset Management
Reporting & Dashboards
Presentation Capabilities
Templates & Data
Data Transformation
Capabilities
Escalation Capabilities
User Contact Management
Communication Capabilities
User ContactData
Fulfillment & Routing
Capabilities
UC Monitoring & Analysis Capabilities
Knowledge Management
Planning & Maintenance Capabilities
Submission and Structuring
Capabilities
Retrieve and Publish
Capabilities
StructuredKnowledge
Problem Management
KnownErrors
Root Cause Analysis
Capabilities
Definition & Prioritization Capabilities
Resolution Planning
Capabilities
Incident Management
Logging & Classification Capabilities
Incident Policies & Records Diagnosis &
Resolution Capabilities
Change ManagementRFC
AssessmentService
Change Scheduling Capabilities
Change Implementation
Capabilities
RFC Audit & Review
Capabilities
RFC Data
Financial Management
Cost Management Capabilities
Metering Capabilities
Billing & Invoicing
Capabilities
Budget & Planning
Capabilities
UsageData
Accounting Capabilities
Cost Model & Rates
Release Management
Release Testing Capabilities
Release Packaging Capabilities
Software Distribution Capabilities
Platform Capabilities
DistributedSoftware Library
Distributed Hardware Store
Patch Mgmt Capabilities
Capacity ManagementReservation Capabilities
Forecasting Capabilities
Demand Management Capabilities
BusinessCapacity
Service Capacity
Resource Capacity
Capacity Data
Performance Management
Performance Correlation &
Tuning CapabilitiesPerformance
Data
Service Levels
Financials
Process
Capacity
Performance Analysis
Capabilities
Service Continuity Management
BIA Capabilities
Continuity Planning
Capabilities
SC Data
Recovery Capabilities
Availability Management
Availability Analysis
Capabilities
Availability Planning
Capabilities
Availability Data
Business System Management
CorrelationCapabilities
Business Health Analysis
Capabilities
Modeling & Decomposition
Capabilities
Bus System Rules & Policies
Event Management
Detection & Filtering
Capabilities
Correlation Capabilities
Resolution Capabilities
Historical Event Data
RealtimeEvent Data
Service Execution & Choreography
\
Service FlowRepository
Scheduling Capabilities
Service Flow Development Capabilities
Service Flow Execution Capabilities
Service Fulfillment Tasks
12n
Service Flows
12n
Asset Management
Inventory
Asset Auditing Capabilities
Asset Reporting
Capabilities
Asset Control Capabilities
Discovery
Discovery Data
Operational Monitoring Capabilities
Infrastructure Monitoring Capabilities
Operation/App Monitoring Capabiities
Alerting Capabilities
Monitoring Data
Service Request
Service Request
ProjectRequest
Incident Logging
StandardChange
EntitlementCapabilities
Enrollment & Subscription Capabilities
Customer Profiles
Service Catalog
ServiceCatalogOffering
Management Capabilities
Ordering Capabilities
Resource Management
Batch & Job Mgmt
Capabilities
Load Balancing
Capabilities
Workload Management Capabilities
Policies & Profiles
Transaction Management Capabilities
Workload Monitoring Capabilities
Service Level ManagementService Level Negotiation Capabilities
ServiceContracts
SLAs
OLAs
UCs
Service Level Attainment Capabilities
Configuration Management
CMDB
CI Status Accounting Capabilities
Configuration Control
Capabilities
CI Auditing Capabilities
Discovery Capabilities
Topology Management Capabilities
Data Integration Capabilities
Report Creation Capabilities
Metrics and Measurement Capabilities
Proactive Problem
Capabilities
We can drill down to the specific IT capabilities required - including both the management applications and information that are needed
14 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
And each capability will ultimately be implemented as a physical set of applications and databases
15 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Service Monitoring &Availability Management
Service Quality Mgmt &Service Level Management
Service Provisioning &Change Management
Service Mgmt Foundation,Incident & Problem
Management
The sequence in which you build and deploy these capabilities should be determined by your business priorities
Lack of service availability monitoring, no event
correlation and incident management
No standard process to identify, diagnose and
resolve incidents; incident prevention is not practiced
Lack of change policies; no service levels defined for
change requests; no formal approving authority
Services, service levels and metrics are not defined; No
mechanism for service review and improvement
Root Cause: ITSM Processes Identified:
IT Challenges:
Frequent outages and long outage duration for Internet
Banking Service
Poor Service Availability of ATM Machines
Inability to meet change request demands
Poor customer perception of IT
Service Request
Managem
ent
Service
Provis
ioning
Service Asset
Managem
ent
16 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
In our experience we see five common phases that many organizations go through in building their ITSM architecture
1Provide essential resource availability monitoring and basic event management
Implement system management tools and processes with basic event management
Basic Configuration information should exist to support component identification
Effectively manage IT services to the users
Implement Service Desk solution with Incident, Service Request, and Knowledge Base Management with basic Change, Configuration and Problem Management
2
Ensure that IT Configuration Items and Assets are managed
IT asset management, configuration management, advanced change management & device auto-discovery functions3
Provide enterprise-view of IT capacity and availability against SLAs
Implement an integrated IT dashboard for proactive operational monitoring
Advanced correlation of events to allow automated diagnosis and recovery4
Provide integrated IT & business performance monitoring Implement an integrated IT & business dashboard to support management reporting of business-aligned KPI’s and continuous improvement
5
Progressively implement
KPIs
Service Level Agreements
leading to continuous improvement
17 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Most organizations begin by building essential resource availability monitoring and basic event management capabilities
IT challenges Addressed:Manage and administer systems and technologies across multiple platforms, open standards and proprietary standards.
Need to monitor and manage composite applications that span multiple subsystems and rapidly resolve application performance problems that occur during production
Drive down costs through efficiency and maximum usage of existing assets
Objectives:Ensure that critical resources and composite applications are monitored and managed (keep the lights on)
Identify performance and availability bottlenecks by monitoring infrastructure, applications and transactions to:
- Ensure performance and availability of IT infrastructure & applications
- Resolve problems quickly if they occur to minimize impact
- Contain the IT support and maintenance costs
Business Applications
SAP OracleLegacy
Middleware and IT Services
InfrastructureServers Storage Networks
Composite Applications and SOA
1.
18 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Operational Monitoring & Event Management provide the inputs into proactive Capacity & Availability Management
Capacity Management Services
ReservationServices
ForecastingServices
DemandManagement
Services
BusinessCapacity
ServiceCapacity
ResourceCapacity
CapacityData
Service Monitoring
Event Management ServicesBusiness System Mgmt Services Operational Monitoring Services
Detection &FilteringServices
Correlation &EscalationServices
ResolutionServices
HistoricalEvent Data
RealtimeEvent Data Infrastructure
MonitoringServices
Application &DB Monitoring
Services
AlertingServices Agent Services
MonitoringData & Policies
CorrelationServices
HealthAnalysisServices
Modeling &Decomposition
Services
Bus SystemRules & Policies
KPI & QoSMetric Data
Performance Management Services
PerformanceAnalysisServices
PerformanceCorrelation &
Tuning ServicesPerformance
Data
ServiceLevels
Financials
Process
Capacity
Availability Management ServicesAvailability
AnalysisServices
AvailabilityPlanningServices
AvailabilityData
19 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Effectively managing IT services to the users is typically the next set of priorities to address
The Service Desk and Incident Management are the most critical from an ITSM operational perspective- They are the daily link with the business- They allow Incident Management to be
planned and managed- They bring together valuable data for
management reporting
Change Management is almost always viewed as critical- It manages risk which is essential within
many industries
Problem Management should be done but is often not done well
Incident & Problem Mgmt
Service Level Management
Change, Configuration & Release Management
Asset Management
Knowledge Management
Procurement
Contract Management
Service Request Mgmt
Service Desk
2.
20 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
The IT components that are implemented as part of the Service Desk may come from more than one service management pattern
Service FlowRepository
Service FlowDevelopment
Services
Service Execution & Choreography Services
Service FlowExecution Services
Serv
ice
Fulfi
llmen
t Tas
ks
Serv
ice
Flow
s
12
12
n n
Service Flow A
dapter
ServiceScheduling
Services
Service Request Management
Service RequestServices
ServiceRequest
ProjectRequest
IncidentLogging
StandardChange
Serv
ice
Cat
alog
Incident Management Services
Change Management Services
Service Management FoundationUser Contact Mgmt Services
Knowledge Management Services
Serv
ice
Flow
Inte
rfac
e
Reporting Services
CommunicationServices
User ContactData
Fulfillment &RoutingServices
UC Monitoring& AnalysisServices
Logging &Classification
Services
IncidentPolicies &Records
Diagnosis &ResolutionServices
PresentationServices Templates &
Data
Data TransformServices
Report LogicServices
RFCAssessment
Service
RFCScheduling
Services
RFCDistribution &
Install Services
RFC Audit &Review Services
RFC Data
Planning &Maintenance
Services
Submissionand Structuring
Services
Publishing &DeliveryServices
StructuredKnowledge
21 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Ensure that IT Configuration Items and Assets are managed
Solution: Integrated IT Asset Management and Configuration Management
3.
Helps recover assets and implement effective access
control and change management processes
across business and technology investments—
maximizing ROI, minimizing service problems and
improving security.
Challenge:Without proper IT asset control: Poor control increases CapEx, OpEx, risk impacting growth and innovation- Finance Week:1 Only 40% of assets are well described and can
be easily foundWithout accurate information about the IT Configuration Items: it is difficult to assess the full impact of single changes or incidents - Over 85% of service problems result from changes to the
infrastructure
22 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
A CMDB will help maintain and provide information on IT components and relationships
23 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Your IT Asset Management solution should allow you to perform the following functionalities…
Asset Management• Software Asset Management• Hardware Asset tracking • Installs, moves, adds, changes • Reconciliation/Audit• Extend IT AM beyond computing resources (data center facilities, power, etc.)
Procurement• Procure based on standards• Create and route purchase orders• Use catalogs• Integrate with ERP systems
Work Management• Work planning and scheduling• Skills, labor, and inventory management• Service plans and cost management
Service Management• CMDB• Support service desk with asset
configuration data• Service Impact Management
Contract Management• Contract Terms & Conditions• Notifications• Software Contracts • License Compliance
Asset Discovery• Desktop Discovery• Server Discovery• z Platform Discovery• Software License Usage• Deep Network Device Discovery• Storage Device Discovery
Financial Management• Purchase/Lease Cost Tracking• Work/Service Cost Tracking• Usage Accounting • Total Cost of Ownership
IT AssetManagement
24 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Service Asset Management
Asset Management Services
CMDB Discovery ServicesSe
rvic
e Fl
ow In
terf
ace
Environment
ScanningServices
Sensors(A
gentless)C
ollectors(from
Agents)
Profiles &R
ules
Configuration ManagementServices
Drift ControlServices
Inventory
Tracking &Reconciliation
Services
InventoryManagement
Services
Asset LifecycleManagement
Services
Asset Management – This system must be implemented in a manner that
Ensures the assets in the asset database match configuration items in the CMDB.
Supports IT Asset Lifecycle
Support an integrated audit capability
Configuration ManagementCapture types of CIs managed, attributes and relationships
Mapping CIs to the asset database is essential
DiscoveryTools and technologies required to facilitate the collection of asset-and configuration-related information.
The more automated these services are the more effective
Data accuracy and ability to track changes is critical.
In order to effectively manage IT Assets you must include Asset Mgmt, Configuration Mgmt and Discovery Services
25 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Provide enterprise-view of IT capacity and availability against SLAs
Solution: Advanced Event Correlation and Management with automated recoveryProvides advanced event correlation and visualization capabilities which allow operational control teams to proactively track and manage the IT infrastructure in a consolidated viewIntelligently filter events by business rulesAuto-recover pre-configured events
Proactive control over the IT operational environment
4.
Challenge: Different monitoring platforms generate multiple alerts and messages that may be difficult to interpret and sometimes conflictingOverwhelming number of events without advanced capabilities to filter and perform sense and recovery
26 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Integrated Event Management & Monitoring functions deliver a consolidated view of the health of the environment
An Enterprise Console is implemented to harness and improve the systems management capabilities:- Collate events from various
monitoring sources
- Filter events based on pre-defined templates, event priority etc…
- Single-view of status of the environment
- Proactive alerting and escalation
- Trigger auto-recovery
27 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Servicesatomic and composite
Operational Systems
Service Components
Consumers
Business ProcessComposition; choreography; business state machines
Service ProviderService C
onsumer
Integration (Enterprise Service Bus)
QoS Layer (Security, M
anagement &
Monitoring Infrastructure Services)
Data A
rchitecture (meta-data) &
Business Intelligence
Governance
Channel B2B
PackagedApplication
CustomApplication
OOApplication
Integrated Reporting
Event Management & Monitoring tools provide an integrated view of IT resources through a single console
ServiceManagement
Application Monitoring
Resource Monitoring Resource
Monitoring
TransactionTracking
Integrated Console
28 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Provide an integrated dashboard of the IT and business KPIs
Solution: Targeted real-time dashboardsBusiness, Compliance, and Operational dashboards leverage existing assets and provide the real-time visibility needed to manage against business objectives
Industry, LoB, & Executive Dashboards
Risk, Security, & Compliance Dashboards
Operational, Service, Customer, & IT Dashboards
Any data. Anywhere. For any audience. In real-time.
5.
Challenge: Business and operational audiences lack the visibility needed to directly support and deliver against business objectives
Key performance indicators are not well understood and presented to customers and management
29 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
The “holy grail” of IT services
Make quicker, better, business-informed decisions about IT operationsImprove customer service levels Improve ability to identify problems and fix them before they can impact the business Comply with regulatory and auditing requirements and facilitate an overall lower cost of complianceIncrease IT staff productivity
Reduce the cost of IT systems management and maintenance, thereby releasing funds for
investment in growing the business, all the while maintaining a good IT service that keeps the
customers happy!
Reduce the cost of IT systems management and maintenance, thereby releasing funds for
investment in growing the business, all the while maintaining a good IT service that keeps the
customers happy!
30 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Applications and infrastructure
Service management
Businessmanagement
• Reduce problem-resolution time• Understand business impact
of IT
• Enable tactical decisions• Prioritize IT resources and services
• Support continual improvement with Six Sigma
• Automate service level reporting• Reduce and manage risk of
infrastructure changes
DASH
BOAR
D
Executives and business and IT managers
Services and processes
Operations
Business-enabled IT management
• Gain access to domain tools
An integrated Dashboard is a valuable asset for the entire organization
HP CA
31 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Resource Views Fault
Zero Down-time = Always Available
Element Health
The Dashboard incorporates data from numerous, cross- platform sources to present business, service and IT views
Service Levels
Quality
of Servi
ceService Views
Service Assurance
Business ViewsBusin
ess Im
pact
Business
Perform
ance Business Assurance
CustomerSatisfaction
32 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
An example of a Business & IT dashboard
A warning light shows a potential problem with customer service
The map shows where the problem is occurring
Drilling down reveals more details
33 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Five common phases that many organizations go through in building their ITSM architecture
1Provide essential resource availability monitoring and basic event management
Implement system management tools and processes with basic event management
Basic Configuration information should exist to support component identification
Effectively manage IT services to the users
Implement Service Desk solution with Incident, Service Request, and Knowledge Base Management with basic Change, Configuration and Problem Management
2
Ensure that IT Configuration Items and Assets are managed
IT asset management, configuration management, advanced change management & device auto-discovery functions3
Provide enterprise-view of IT capacity and availability against SLAs
Implement an integrated IT dashboard for proactive operational monitoring
Advanced correlation of events to allow automated diagnosis and recovery4
Provide integrated IT & business performance monitoring Implement an integrated IT & business dashboard to support management reporting of business-aligned KPI’s and continuous improvement
5
Progressively implement
KPIs
Service Level Agreements
leading to continuous improvement
34 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
The result – an integrated ITSM Architecture to support efficient, quality IT services to the business
Service Provisioning
Resource Management
Capacity Management
Financial Management
Release Management
Service Asset Management
Configuration Management
Asset Management
Discovery
Service Request Management
Service Level Management
IT Portfolio Management
Service Management Foundation
Change Management
Problem Management
Knowledge Management
Service Quality Management
Availability Management
Service Continuity
Management
Performance Management
Service Monitoring
Business System
Management
Event Management
Service Request
Service Execution &
Choreography
ServiceCatalog
User Contact Management
Incident Management
Reporting & Dashboards
OperationalMonitoring
Network ManagementInfrastructure Monitoring Applications Monitoring Transaction Performance
Discovery and CCMDBCha
nge
& C
onfig
. M
anag
emen
t
Service DeskInci
dent
& P
robl
em
Man
agem
ent
Rel
ease
M
anag
emen
t
Reporting & Business Intelligence IntegrationEnterprise Portal
Business Systems Management Executive Dashboards
Service Level Management
35 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
Some Final Thoughts – Why Architecture? Because…
"Everything should be made as simple as possible, but not simpler."Albert Einstein
"Out of intense complexities simplicities emerge."
Winston Churchill
“Ah – so That's what architecture is all about! Herding cats! It’s easy, really, isn’t it?!?”
SJP
37 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
University of Pittsburgh Medical Center
Who is UPMC?- Largest employer in Western Pennsylvania. 40,000 employees, 5,000 physicians
The Challenge- Infrastructure was highly diverse as result of growth by mergers/acquisitions. Complex
infrastructure was making it nearly impossible to respond to changing business needs of the health system
• 3 Mainframes, 184 Unix servers, 5 versions of Unix, 769 Wintel servers
- Cost of managing infrastructure was escalating at an ever increasing rate
- All of these were combining to make it very difficult to achieve the goal of fully integrated electronic health records by 2014
Service Management automation initiatives:
Multiple management toolsNo enterprise consoleMinimal automationSiloed management processes
ITIL–based mgmt processes Enterprise consoleHighly automated mgmt toolsEnterprise security
38 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
ESM Phase 1 (2Q05 – 1Q06)Service Desk & Infrastructure Simplification
Server consolidationEnterprise console and monitoringIncident and problem managementChange and configuration mgmtEnterprise storage and managementResource virtualization
ESM Phase 2 (2Q06 – 4Q06)Service Level Management
Service catalog and service level managementIT governanceCapacity and provisioning managementWorkload scheduling and managementFederated CMDB
ESM Phase 3 (1Q07 – 3Q07)License and asset management
License managementBasic orchestrationEnterprise workload managementUsage metricsService workflow choreography
ESM Phase 4 (4Q07 – 2Q08)Business Service Management
Automated policy-based resource allocation and optimizationBusiness service managementResource orchestrationCost transparency and “showback”
This transformation of their infrastructure and management capabilities will occur in four phases over a period of three years
*Quarters based on calendar year
39 © Copyright IBM Corporation 2006Implementing an IT Service Management Architecture | 14 Feb 2008 Bangkok
UPMC Transformation Benefits
Improved service quality
Improved scalability
Faster deployment of new services
Higher availability
Enhanced business resilience
Greater operational efficiency
UPMC expect to reduce overall IT operating costs by 20 per cent
Reduced 786 servers to 305, increase capabilities 7% year-on-year
Reduce 40 storage arrays to 2
Reduce 9 operating systems to 4