Implementing an IT Service Management Architecture

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


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%


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


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.


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


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


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


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


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


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 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


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


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 Monitoring



Presentation Capabilities

Templates & Data

Data Transformation

Capabilities

Escalation Capabilities


Communication Capabilities

User ContactData

Fulfillment & Routing

Capabilities

UC Monitoring & Analysis Capabilities


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 &


Change ManagementRFC

AssessmentService

Change Scheduling Capabilities

Change Implementation

Capabilities

RFC Audit & Review

Capabilities

RFC Data


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 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 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


Historical Event Data

RealtimeEvent Data

Service Execution & Choreography

\


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


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


And each capability will ultimately be implemented as a physical set of applications and databases


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


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


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.


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


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


Procurement

Contract Management

Service Request Mgmt

Service Desk

2.


The IT components that are implemented as part of the Service Desk may come from more than one service management pattern


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 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



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


A CMDB will help maintain and provide information on IT components and relationships


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



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



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


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


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


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


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!


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


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


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


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


IT asset management, configuration management, advanced change management & device auto-discovery functions3


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


The result – an integrated ITSM Architecture to support efficient, quality IT services to the business


Resource Management

Capacity Management


Release Management



Asset Management

Discovery



IT Portfolio Management


Change Management

Problem Management




Service Continuity

Management


Service Monitoring

Business System

Management

Event Management

Service Request

Service Execution &

Choreography

ServiceCatalog


Incident Management


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



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



A Case Study


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


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


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



Questions



Thank you

Documents

Implementing an IT Service Management Architecture