Implementing a Service Management Architecture

Transcription

1 Implementing a Service Architecture Carolin Granzow GTS Middleware Services IBM Service, AP 2008 IBM Corporation

2 Business Unit or Product Name What your business needs from IT Partner with the business to drive innovation»»» Enterprise Goals: Drive top-line revenue growth Continue to deliver bottom-line profit growth Run the business while changing the business Drive IT goals: Increase the flexibility of the business Deliver new value from existing assets (information and people) Address governance, operational risk and compliance challenges Reduce the cost and complexity of IT operations Businesses depend on quality service delivery 2 Implementing an IT Service Architecture February, IBM Corporation

3 The Challenge - IT budgets go to maintaining status quo, not new development or business services Software Support / Maintenance Hardware Support / Maintenance System & Networking Help Desk IT Administrative Staff Project or Program Software Application Development 15% 16% 12% 9% 16% 6% 8% 17% Business as Usual Business Innovation Consider: Consider: 50% 50% of of applications put put into into production production are are later later rolled rolled back back 2 2 Talent Talent pool pool of of qualified qualified senior senior level level technical technical and and management professionals will will shrink shrink by by 45% 45% 3 3 Up Up to to 85% 85% of of problems problems are are caused caused by by IT IT changes changes Up Up to to 80% 80% of of problems problems are are reported reported by by users users Source 1: Gartner Research U.S. IT Spending and Staffing Survey, 2007, Table 5 dated 5 March 2007 Source 2: J2EE Applications Ptak, Noel & Associates, 2003 Source 3: AFCOM Survey Five Bold Predictions for the Data Center Industry. 3 Implementing an IT Service Architecture February, 2008

4 It can be a challenge to ensure IT solutions are implemented in a way to deliver Visibility, Control and Automation Typical Issues Disparate 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 X X 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 ISM goals. X 4 Implementing an IT Service Architecture February, 2008

5 Moving from best practice to effective implementation While the specific goals of an ISM program may vary in different organizations, any Service program must incorporate the four domains of people, process, technology and information. People Roles, teams and functions Skill requirements Job descriptions Staffing levels Training curriculum Staff training Process Technology and information requirements Resource acquisition Policies and governance Process design Detailed workflow implementation Procedures Technology ISM architecture Tool requirements Tool evaluation and selection Tool installation Interfaces and integration Development environments Customization and integration Testing Deployment Information Information requirements Data models Information flows Measurements Reports Performance indicators 5 Implementing an IT Service Architecture February, 2008

6 Architecture Matters There are many technologies involved in service management and they need to be integrated The old 90 s architecture styles do not provide the integration platform required by service management Processes should not be implemented as the new silos Processes and services should be built on the same integration platform improved integration is the key to value - Integration of tools - Integration of people - Integration of process - Integration of information Service management integrates people, processes, information and technologies to break down silos 6 Implementing an IT Service Architecture February, 2008

7 IBM has identified a common set of patterns in which ISM architectures are often built the IBM Service Reference Architecture Service Quality - Establishes the framework for end-to-end collection of quality metrics - Includes real-time monitoring and historical reporting of service levels Service Asset - 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 Monitoring Service Asset - 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 Request Service Provisioning Service Foundation - Core building blocks for establishing consistency and control over the IT environment. - Includes Incident, Change, Problem, Knowledge, User Contact and Reporting. Service Request - 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. 7 Implementing an IT Service Architecture February, 2008

8 Within each pattern we can see the typical management functions it enables... Service Quality 20% 20% 20% Service Foundation Service Monitoring 20% 20% Service Provisioning 8 Implementing an IT Service Architecture February, 2008

9 In our experience we see five common phases that many organizations go through in building their ISM architecture 5 Provide integrated IT & business performance monitoring Implement an integrated IT & business dashboard to support management reporting of business-aligned KPI s and continuous improvement Progressively implement KPIs Service Level Agreements leading to continuous improvement 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 recovery Ensure that IT Configuration Items and Assets are managed IT asset management, configuration management, advanced change management & device auto-discovery functions Effectively manage IT services to the users Implement Service Desk solution with Incident, Service Request, and Knowledge Base with basic Change, Configuration and Problem 1 Provide 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 9 Implementing an IT Service Architecture February, 2008

10 1. Most organizations begin by building essential resource availability monitoring and basic event management capabilities 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 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 Composite Applications and SOA Business Applications SAP Oracle Legacy Middleware and IT Services Servers Storage Networks Infrastructure 10 Implementing an IT Service Architecture February, 2008

11 2. Effectively managing IT services to the users is typically the next set of priorities to address The Service Desk and Incident are the most critical from an ISM operational perspective - They are the daily link with the business Incident & Problem Mgmt Knowledge Service Request Mgmt - They allow Incident to be planned and managed - They bring together valuable data for management reporting Change is almost always viewed as critical Service Level Service Desk Asset - It manages risk which is essential within many industries Problem should be done but is often not done well Contract Procurement Change, Configuration & Release 11 Implementing an IT Service Architecture February, 2008

12 3. Ensure that IT Configuration Items and Assets are managed 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 found Without 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 Solution: Integrated IT Asset and Configuration 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. 12 Implementing an IT Service Architecture February, 2008

13 4. Provide enterprise-view of IT capacity and availability against SLAs Challenge: Different monitoring platforms generate multiple alerts and messages that may be difficult to interpret and sometimes conflicting Overwhelming number of events without advanced capabilities to filter and perform sense and recovery Solution: Advanced Event Correlation and with automated recovery Provides advanced event correlation and visualization capabilities which allow operational control teams to proactively track and manage the IT infrastructure in a consolidated view Intelligently filter events by business rules Auto-recover pre-configured events Proactive control over the IT operational environment 13 Implementing an IT Service Architecture February, 2008

14 5. Provide an integrated dashboard of the IT and business KPIs Industry, LoB, & Executive Dashboards 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 Risk, Security, & Compliance Dashboards Solution: Targeted real-time dashboards Business, Compliance, and Operational dashboards leverage existing assets and provide the real-time visibility needed to manage against business objectives Any data. Anywhere. For any audience. In real-time. Operational, Service, Customer, & IT Dashboards 14 Implementing an IT Service Architecture February, 2008

15 The Dashboard incorporates data from numerous, cross- platform sources to present business, service and IT views Customer Satisfaction Business Performance Business Assurance Business Views Business Impact Service Levels Service Assurance Service Views Quality of Service Element Health Resource Views Zero Down-time = Always Available Fault 15 Implementing an IT Service Architecture February, 2008

16 Five common phases that many organizations go through in building their ISM architecture 5 Provide integrated IT & business performance monitoring Implement an integrated IT & business dashboard to support management reporting of business-aligned KPI s and continuous improvement Progressively implement KPIs Service Level Agreements leading to continuous improvement 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 recovery Ensure that IT Configuration Items and Assets are managed IT asset management, configuration management, advanced change management & device auto-discovery functions Effectively manage IT services to the users Implement Service Desk solution with Incident, Service Request, and Knowledge Base with basic Change, Configuration and Problem 1 Provide 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 16 Implementing an IT Service Architecture February, 2008

17 The result an integrated ISM Architecture to support efficient, quality IT services to the business Service Monitoring Service Request Business System Event Operational Monitoring Service Level Business Systems Executive Dashboards Service Service Asset Service Provisioning Foundation Service Request Asset User Contact Incident Resource Release Change & Config. Configuration Discovery Discovery and CCMDB Enterprise Portal Change Incident & Problem Knowledge Service Desk Reporting & Dashboards Problem Reporting & Business Intelligence Integration Release Financial Capacity Service Catalog Service Level Service Execution & Choreography IT Portfolio Service Quality Performance Service Continuity Availability Infrastructure Monitoring Network Applications Monitoring Transaction Performance 17 Implementing an IT Service Architecture February, 2008

18 Our solutions are delivered via an integrated approach that provides faster time to value, grows easily with your needs, and preserves your investments Integrated Solution An Integrated set of solutions represent the full management of data, processes, tooling and people Common Data Model The core solutions share a common data subsystem for simple data sharing Processes that Work Together The core solutions share a process workflow automation engine Service Request and Fulfillment Assets Attributes Relationships Financial Mgmt Process Artifacts Related to CIs and Assets Process Definitions Server & Application Provisioning & Release CIs Attributes Relationships Configuration Data Tivoli Process Automation Platform Common applications Common workflow Common reporting Common User Interface Common Autonomic Extensions No Rip and Replace Leverage existing investments in IBM and 3 rd rd party IT management tools Lower Cost of Ownership Lower infrastructure and training costs, simple upgrade model Incident and Problem Asset, Change & Configuration 18 Implementing an IT Service Architecture February, 2008

19 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 19 Implementing an IT Service Architecture February, 2008

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