HGConcept-CMDB-Service Design

HGConcept-CMDB-Service Design

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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 1 © 2016 HGConcept All Rights Reserved SERVICE DESIGN DESIGN YOUR BUSINESS SERVICES AND ALIGN WITH EA Hichem Guemiri SERVICENOW SOLUTION STRATEGIST [email protected] +1 (514) 247-0825 Maxime Carrier SERVICENOW SOLUTION ARCHITECT [email protected] +1 (514) 962-6136
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 2 © 2016 HGConcept All Rights Reserved AGENDA • Introduction • Strategy • Définitions • Modeling • Structure
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 3 © 2016 HGConcept All Rights Reserved SERVICE DEPENDENCY FINANCIAL MANAGEMENT SOFTWARE LICENSING VENDOR MANAGEMENT PROCUREMENT CLIENT MANAGEMENT SERVICE CATALOG PROBLEM MANAGEMENT INCIDENT MANAGEMENT CHANGE MANAGEMENT CONFIGURATION MANAGEMENT REQUEST FULFILLMENT ORCHESTRATION CONFIGURATION AUTOMATION SYSTEMS INTEGRATION DATABASE MANAGEMENT DISCOVERY DATA CENTER AUTOMATION EVENT MANAGEMENT BUSINESS STRATEGY ENTERPRISE ARCHITECTURE PROCESS DESIGN PROCESS ASSESSMENT CLOUD MANAGEMENT SERVICE MAPPING & DESIGN SERVICE DESIGN SYSTEMS & NETWORK MANAGEMENT RISKS & COMPLIANCE I.T GOVERNANCE CMDB HR LEGAL GRC APPLICATION DEVELOPMENT DATA MIGRATION WORKFLOWS CUSTOM INTEGRATION ASSET MANAGEMENT OPERATIONS MANAGEMENT APPLICATION MANAGEMENT PROCESS AUTOMATION BUSINESS MANAGEMENT SERVICE MANAGEMENT I.T PLANNING SERVICE PORTFOLIO FACILITIES SDLC SERVICE MAPPING VIRTUALIZATION MANAGEMENT PROVISIONING STORAGE MANAGEMENT EMPLOYEE PORTAL BACKUP MANAGEMENT SECURITY ALERTS TRAINING CAPACITY MANAGEMENT AVAILABILITY MANAGEMENT BUSINESS CONTINUITY ROADMAP STRATEGY ACQUISITION AT THE HEART OF YOUR SERVICE MANAGEMENT! THE CMDB…
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 4 © 2016 HGConcept All Rights Reserved SERVICENOW… A SHARED ARCHITECTURE STORAGE BACKUP NETWORK TELECOM DATA CENTER VIRTUALIZATION SERVERS INCIDENT MANAGEMENT RESPOND TO INCIDENTS / RESTORE SERVICE SERVICE CATALOG MANAGEMENT SERVICE ASSET & CONFIGURATION MANAGEMENT Identify CI s & Dependencies Manage Service Models REPORT MANAGEMENT PROBLEM MANAGEMENT REQUEST FULFILLMENT CHANGE MANAGEMENT SUPPORTSSUPPORTS SUPPORTS EVENT MANAGEMENT EVENT PROCESSING EVENT RESPONSE EVENT INTEGRATIONS EVENT CORRELATION EVENT ANALYTICS SUPPORTS INTEGRATES WITH SERVICE LEVEL MANAGEMENT KNOWLEDGE MANAGEMENT NETWORK FLOW DATABASE APPLICATIONS SNMP TRAPS WMISYSLOGSWEB SERVICES SCRIPTS SERVICENOW CMDB STAFF IT ANALYSTS SYSTEMS ADMINISTRATORS CUSTOMERS DATA PROVIDED BY SERVICE DESK FUNCTION SERVICE CATALOG SERVICE ADMINISTRATION SERVICE DELIVERY SERVICE PRODUCING SYSTEMS SERVICE CONSUMERS SERVICE REQUEST SERVICE SUPPORT WEB PORTAL SERVICE PORTAL WEB ACCESS BASED ON ROLE SERVICE RECEIVING END POINT SERVICE PROVIDERS SERVICE SUPPORT SERVICES
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 5 © 2016 HGConcept All Rights Reserved SERVICE AWARE OPERATIONS MONITOR ALERT AUTOMATE CHANGE OPERATIONS MANAGEMENT TECHNOLOGY CENTRIC SERVICE MANAGEMENT SERVICE CENTRIC BUSINESS SERVICES CMDB DISCOVER PROVISION SERVICES NETWORK TELECOM DATA CENTER STORAGE BACKUP DATABASES SERVERS APPLICATIONS
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 6 © 2016 HGConcept All Rights Reserved STRATEGY Establish EA definition Establish CMCDB Definition Establish SC Definition Establish Data Dictionary  Establish a naming convention for CMDB / SC  Service Catalog attributes  Relationships within the Service Catalog  Service CI’s attributes  Relationships between Services and other CI’s  Data Model / Structure Review Federation & Data Sources
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 7 © 2016 HGConcept All Rights Reserved IMPLEMENT SC WITHIN CMDB Define Service [CI] Definition Define Service Catalog Definition Define Service [CI] Modeling Layers Define Service Catalog Structure Establish Data Dictionary  Establish a naming convention for CMDB / SC  Service Catalog attributes  Relationships within the Service Catalog  Service CI’s attributes  Relationships between Services and other CI’s  [CI] & Service Ownerships  [CI] Data Model / Structure Review Federation & Data Sources Document Process Map and procedures
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 8 © 2016 HGConcept All Rights Reserved DEFINITIONS ENTERPRISE ARCHITECTURE  Plans and governs implementation of the business needs.  IT SERVICE MANAGEMENT  Manages IT Services that support business solutions  SERVICE CATALOG [SC]  Communicates Standard IT Services to customers in clear and familiar terms  Provides a centralized channel though which end users can request standardized, IT service bundles. SERVICE OFFERING  A Service Offering is a defined entry in the enterprise service Catalog. It is a measurable and specific offering of the IT organization to external clients. EA ITSM SC
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 9 © 2016 HGConcept All Rights Reserved WHAT IS A SERVICE?  Definition of a service, according to ITIL: A means of delivering value to customers by facilitating outcomes customers want to achieve.
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 10 © 2016 HGConcept All Rights Reserved ENTERPRISE ARCHITECTURE OBJECTIVES Includes a formal description of a system, or a detailed plan of the system at component level to guide its implementation Document the structure of components, their inter-relationships, and the principles and guidelines governing their design and evolution
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 11 © 2016 HGConcept All Rights Reserved INTERACTIONS BETWEEN EA, SC and CMDB
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 12 © 2016 HGConcept All Rights Reserved SERVICE ARCHITECTURE Business Service Business Sub-Service TECHNOLOGY LAYER [Infrastructure] BUSINESS LAYER [Service Offering] Business Process / Function APPLICATIONS MIDDLEWAREHARDWAREDATABASE STORAGENETWORKFACILITIES
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 13 © 2016 HGConcept All Rights Reserved STEPS TO DEFINE A SERVICE Identify Business Objectives And Structure Select a key Services Set & Define Attributes with Service Owner Integrate Existing Data Sources Supplement with Discovery Data Automate Reconciled Data Synchronize Over-Time to Ensure Accuracy ITERATIVE LIFECYCLE METHODOLOGY How to Design and document a Service ? 1- Set a clear objective 2- Identify a Business Service 3- Work with Service Owners to review and define attributes 4- Leverage existing tools information to populate ci s attributes 5- supplement information with Discovery tools 6- Reconcile and automate Data 7- synchronize data on an ongoing basis to ensure accuracy
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 14 © 2016 HGConcept All Rights Reserved EA APPROACH – SERVICES DEFINITIONS BUSINESS SERVICE is defined as a service that fulfills a business need for a customer (internal or external to the organization). APPLICATION SERVICE is defined as a service that exposes automated behavior. TECHNOLOGY SERVICE is defined as an externally visible unit of functionality, provided by one or more nodes, exposed through well-defined interfaces, and meaningful to the environment.
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 15 © 2016 HGConcept All Rights Reserved SERVICES ORIENTED MODEL A layered view provides a natural way to look at service-oriented models. The higher layers use services that are provided by the lower Layers. [ArchiMate distinguishes three main layers] BUSINESS LAYER offers products and services to external customers, which are realized in the organization by business processes performed by business actors and roles. APPLICATION LAYER supports the Business Layer with application services which are realized by (software) application components. TECHNOLOGY LAYER offers infrastructural services (e.g., processing, storage and communication services) needed to run applications, realized by computer and communication hardware and system software.
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 16 © 2016 HGConcept All Rights Reserved SERVICES MODELING LAYERS External Business Service Internal Business Service Internal Infra. Service External Infra. Service TECHNOLOGY LAYER APPLICATION LAYER BUSINESS LAYER Customer External Application Service Internal Application Service
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 17 © 2016 HGConcept All Rights Reserved SERVICE ATTRIBUTES  Service Name  Description  Service Type [Business / Application / Infrastructure]  Service Category  Service Owner  Validated Date  Validated by  Service Status  Start Date  End Date  Version  Service Code [ID]  Service Environment  Service Level priority  Service Level Agreement (SLA) Default Field Custom Field In Discussion ENTERPRISEARCHITECTURE
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 18 © 2016 HGConcept All Rights Reserved EA – SERVICE RELATIONSHIPS PROVIDER DEPENDANT RELATIONSHIP Business Service Business Service Composed of Business Service Process CI Realizes Process CI Application Service Uses Application Service Application Service Composed of Application Service Application CI Realizes Application CI Application Service Uses Application CI Infrastructure Service Uses Infrastructure Service Infrastructure CI Realized by Infrastructure CI Infrastructure CI Composed of
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 19 © 2016 HGConcept All Rights Reserved SERVICE CI OWNERSHIP  Owner  Who bought the hardware?  Who bought the software?  Who bought the licenses for the software products?  Management Owner  Who manages the CI in the environment ?  Who provides sys admin duties on the CI ?  Who Accepts the Changes on the CI?  Service Owner  What services are provided by the device?  Who owns that service  Who Provides that service  Defines that service / Restricts or allows that service ?  Users  Who uses the CI?  Who physically has the CI under their personal control  Governance  Who Audits the CI?
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  HGCONCEPT IT Service Management| IT Asset Management | IT Service Operations | IT Process Automation 20 © 2016 HGConcept All Rights Reserved SERVICENOW BOOKS BY HGCONCEPT Hichem Guemiri SERVICENOW SOLUTION STRATEGIST [email protected] +1 (514) 247-0825 Maxime Carrier SERVICENOW SOLUTION ARCHITECT [email protected] +1 (514) 962-6136