CA Cloud Service Delivery Platform

Transcription

1 CA Cloud Service Delivery Platform Overview Guide Version

2 This Documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as the Documentation ) is for your informational purposes only and is subject to change or withdrawal by CA at any time. This Documentation may not be copied, transferred, reproduced, disclosed, modified or duplicated, in whole or in part, without the prior written consent of CA. This Documentation is confidential and proprietary information of CA and may not be disclosed by you or used for any purpose other than as may be permitted in (i) a separate agreement between you and CA governing your use of the CA software to which the Documentation relates; or (ii) a separate confidentiality agreement between you and CA. Notwithstanding the foregoing, if you are a licensed user of the software product(s) addressed in the Documentation, you may print or otherwise make available a reasonable number of copies of the Documentation for internal use by you and your employees in connection with that software, provided that all CA copyright notices and legends are affixed to each reproduced copy. The right to print or otherwise make available copies of the Documentation is limited to the period during which the applicable license for such software remains in full force and effect. Should the license terminate for any reason, it is your responsibility to certify in writing to CA that all copies and partial copies of the Documentation have been returned to CA or destroyed. TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES THIS DOCUMENTATION AS IS WITHOUT WARRANTY OF ANY KIND, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT. IN NO EVENT WILL CA BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY LOSS OR DAMAGE, DIRECT OR INDIRECT, FROM THE USE OF THIS DOCUMENTATION, INCLUDING WITHOUT LIMITATION, LOST PROFITS, LOST INVESTMENT, BUSINESS INTERRUPTION, GOODWILL, OR LOST DATA, EVEN IF CA IS EXPRESSLY ADVISED IN ADVANCE OF THE POSSIBILITY OF SUCH LOSS OR DAMAGE. The use of any software product referenced in the Documentation is governed by the applicable license agreement and such license agreement is not modified in any way by the terms of this notice. The manufacturer of this Documentation is CA. Provided with Restricted Rights. Use, duplication or disclosure by the United States Government is subject to the restrictions set forth in FAR Sections , , and (c)(1) - (2) and DFARS Section (b)(3), as applicable, or their successors. Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.

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4 CA Technologies Product References This documentation set references the following CA Technologies products: CA Service Catalog CA Business Intelligence CA Infrastructure Management CA Embedded Entitlements Manager (CA EEM) CA NetQos Performance Center (CA Performance Center) CA Process Automation CA Cloud Service Delivery Platform (CA CSDP) CA SiteMinder CA Service Operations Insight CA Spectrum CA Virtual Assurance for Infrastructure Managers (formerly known as CA Virtual Performance Management) CA Service Desk Manager (CA SDM)

5 Contents Chapter 1: Introduction 7 Solution Components and Capabilities... 7 Platform Services... 7 Monitoring Service... 7 Deploy CA CSDP... 8 How the Solution Works... 8 Chapter 2: CA CSDP Roles 11 Customer Roles Service Provider Roles Chapter 3: Typical Service Provider Tasks 13 Contents 5

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7 Chapter 1: Introduction CA CSDP is an integrated, automation solution that helps service providers automate the provisioning, fulfillment, and assurance of their Managed Services Offerings (MSOs). This platform is supported on a virtual infrastructure environment for a quick and efficient deployment. Solution Components and Capabilities The CA CSDP solution offers the following capabilities: Platform Services Monitoring Service Platform Services The platform offers a set of common capabilities that lets you deploy and manage services, onboard customers, and manage their service offerings. The capabilities are carried out through a unified service portal. The platform offers the following capabilities: Service Deployment You can purchase services from deploy them in your platform environment, and make them available to your customers. The platform extends support to both CA managed service offerings (MSOs) and non-ca MSOs. You can also activate and manage services for customers. Fulfilling and Provisioning Using this self-service capability, you can provision resources and services, with more capability to collect data for reporting. Monitoring Service The Monitoring Service is the default service cartridge that is provided with this solution. This service extends the capabilities of the platform to monitor and assure the availability and performance. The Monitoring Service can detect faults of services or resources that are offered to the customers. Chapter 1: Introduction 7

8 Deploy CA CSDP The Monitoring Service offers the following capabilities: Monitoring Assurance of Resources and Services This capability includes monitoring and managing resources, services, service level agreements, and any faults that are associated with them. Data Collection and Metrics Billing This capability lets you collect data to track and monitor services, resources, health, and utilization for reporting purposes. This data can be used to identify faults and take necessary corrective actions. The monitoring service generates data that can be used for billing purposes. To extend the platform capabilities with third-party services, contact your CA Accounts Manager or contact CA Support ( Deploy CA CSDP This section introduces the deployment process. You deploy the solution in the following stages: 1. Deploy and configure the platform--includes the deployment and configuration of a set of virtual machines that are packaged as a unit and managed in Open Virtualization Format (OVF). 2. Deploy and configure the service cartridge--monitoring-as-a-service (MaaS) is offered as the default service cartridge with this release and can be deployed manually or automatically. 3. Offer the solution by onboarding tenants and provisioning resources and services. For more information, see the CA Cloud Service Delivery Platform Implementation Guide and the CA Cloud Service Delivery Platform for Monitoring Implementation Guide. How the Solution Works The CA CSDP workflow includes service provider and customer tasks. Service providers primarily configure and deploy the monitoring services and MSOs for their customers and perform the initial customer onboarding. 8 Overview Guide

9 How the Solution Works Following the initial deployment and configuration, customers can then manage their users, the services they consume, and monitor and test service quality. The following diagram illustrates the workflow: Chapter 1: Introduction 9

10 How the Solution Works The workflow diagram illustrates how the infrastructure and resources are set up. You can set up a customer and a service simultaneously. The service provider administrator manages a service, deploys, registers, and provisions the services. When the service provider administrator onboards customers, a default customer administrator is created. The service provider administrator and the customer administrator can manage the users, and the related tasks. Note: The customer administrator cannot onboard customers. 10 Overview Guide

11 Chapter 2: CA CSDP Roles CA CSDP has defined roles for providing and consuming resources and services. A role determines permissions and access. CA CSDP includes the following defined roles for service providers and their customers. The two types of roles are customer and service provider. This section describes the different roles of a customer and service provider and how they use the solution. Customer Roles Customer Administrator Onboards and manages end users, subscribes to services, and tests services. Customer End User Subscribes to services, tests services, and reviews service quality. For more information about the tasks that the roles perform, click Help on the CA CSDP interface. Also see the Customer Documentation and Video - By Role category on the CA CSDP Bookshelf, which is available at Service Provider Roles Availability Manager Monitors, manages, and analyzes the resource performance. Business Relationship Manager Assesses service quality, generates service reports, and recovers services. Configuration Manager Provisions resources, administers services, and manages subscriptions. Demand Manager Assesses the resource availability and performance. Financial Manager Recovers a service and manages violations of service level agreements. Chapter 2: CA CSDP Roles 11

12 Service Provider Roles Incident Manager Tracks and manages faults, manages and analyzes service problems, and resolves service problems. Operations Manger Detects and resolves service problems and monitors and tracks service quality. Problem Manager Analyzes service problems, tracks service problems, and corrects service problems. Request Fulfillment Group Provisions resources and services, manages subscriptions, and tests services. Service Level Manager Tracks and assesses services, manages service violations, and fixes or escalates service problems. Service Provider Administrator Administers tenants, users, and cartridges. Service Owner Tracks, monitors, and analyzes the service performance and quality. Detects service degradation. Support Representative Analyzes service problems and corrects resource faults. Test Manager Tests resources and services. For more information about the tasks associated with the roles, see the Service Provider Documentation By Role category on the CA CSDP Bookshelf, which is available at 12 Overview Guide

13 Chapter 3: Typical Service Provider Tasks The service provider uses CA CSDP to perform certain tasks. The following list describes the tasks performed by a service provider and is not a complete list. For a complete list of tasks and how to perform them, see Service Provider Documentation - By Function category on the CA CSDP Bookshelf, which is available at Customer Onboarding Onboard new tenants. For every tenant, you add a support department and a region to create a unique combination. Manage Users Add users and assign roles to them. Provision Services Deploy the services either automatically or manually. You then subscribe to the services, manage the subscriptions, and test the subscriptions. Manage Services Collect the details of how much service a customer consumes. You test the service and then maintain the services. Monitor Services, Resources, and their Performance Monitor the service quality, and you monitor the performance and detect the degradation of resources and services. Resolve and Correct Service Problems Manage service problems. Chapter 3: Typical Service Provider Tasks 13