Service Architecture. T.C. Lea-Cox, A Lesson for the CMDB from Containerised Cargo Services. Introduction. Overview of Container Movement

Transcription

1 A Lesson for the CMDB from Continerised Crgo Services Trevor LeCox Introduction The Problem Are: Continerised Crgo Importtion Service Time to deliver crgo to the Consignee ws tking longer thn tht benchmrked in Europe Severl mitigting fctors, but ll involved greed there ws room for improvement Key Objective: To reduce the time to deliver imported continerised crgo to the consignee (customer Presenttion: Focus on the nlysis stge The outcome ws not wht we hd expected! 2 T.C. LeCox, 2008 Overview of Continer Movement Shipping Inbound Crgo Continers unloded nd stcked then moved to the Continer Depot Crgo unpcked, inspected, relesed, etc. Continer / Crgo delivered to Consignee T.C. LeCox, 2008 T.C. LeCox,

2 & ' ( 4 %! % * +,(, 1' ( 4 ' 1 (,( & (,( *. / 0,(! 2' & 0,( ' Service Architecture Summry of selected Informtion (Document Flows 4 T.C. LeCox, 2008 Summry of the Informtion, Systems nd Technology sitution All compnies operted independently no shred services Four yers prior strted big IST stndrdistion progrmme now hd estblished, for exmple: Common DB stndrds Edifct nd other dt stndrds Common IT infrstructure stndrds, especilly for LANs nd WAN Common OA environment (Microsoft Significnt overlp of dministrtive nd mngement systems, but not for Opertions Some common IS development stndrds Key enbler for this project 5 T.C. LeCox, 2008 Key Issues nd Problems Process nd Dt synchronistion: Not well coordinted nd integrted cross compnies Dt definition nd formt synchronistion (not Edifct Informtion condition ptchy Inconsistent informtion between compnies Differences in (Service Contrcts: Lcked focus on some key service issues lthough lso some complexity here Originlly prepred t different times nd in different contexts Not consistent long operting supply chin An SLA chllenge 6 T.C. LeCox, 2008 T.C. LeCox,

3 Key Issues nd Problems continued Mnging operting incidents, exceptions nd clims: Difficult to coordinte resolution of incidents nd problems especilly intercompny (cross the supply chin Lots of legitimte exception conditions dded significnt operting complexity No incident nd problem mngement system Clims mngement system wellestblished but operted in difficult conditions Responsibilities nd ccountbilities not well defined in this re 7 T.C. LeCox, 2008 Key Issues nd Problems continued Service Objectives nd Performnce Mesures not synchronised: Group ws strting to prctice ITIL (v2 in IT, not more brodly Still thinking business Processes not Services! Hence Key Services identified: 8 T.C. LeCox, 2008 Key Issues nd Problems continued Service Objectives nd Performnce Mesures not synchronised continued: Focus on Key Service Objectives: Lrgely derived Continerised Crgo Importtion Service: Minimise totl trnsporttion cost to customer Deliver crgo to Consignee on time Adjust to meet customer requirements in exception situtions Ensure crgo rrives in good condition 9 T.C. LeCox, 2008 T.C. LeCox, 2008

4 Key Issues nd Problems continued Service Objectives nd Performnce Mesures not synchronised continued: Key Service Objectives continued: 10 T.C. LeCox, 2008 Key Issues nd Problems continued Service Objectives nd Performnce Mesures not synchronised continued: Further nlysis showed significnt vrition of performnce mesures, trgets nd priorities for ech service 11 T.C. LeCox, 2008 Turning Point The identifiction of business services, not processes, s the subject of interest Subsequent nlysis of service objectives nd performnce mesures More importntly: Continerised Crgo Importtion Service ws the focl point in this cse ll other services were subordinte (cf. vlue chin The Crgo Owner (often the Crgo Consignee ws the customer not the next higher order service 12 T.C. LeCox, 2008 T.C. LeCox,

5 Impct of the Chnge in Focus Drmtic! Mjor Issue: All subordinte service objectives needed to be ligned with tht of the Crgo Importtion Service Forced consistency cross the supply chin from mny different perspectives More nturl integrtion between Opertions nd IT nd other servicing functions Significntly greter service integrtion required Not just t the process, system nd dt levels Affected other operting ssets, e.g. continer nd crgo storge nd husbndry fcilities 1 T.C. LeCox, 2008 Impct of the Chnge in Focus continued A more coordinted pproch to SM ws required, especilly support infrstructure for business services In fct, it gve new mening to Federted CMDB, for exmple: Encompssed ll operting (service ssets cross compny boundries Required one version of the truth Required creful prtitioning of dt nd incresed informtion security mesures Also required Chnge Mngement regime tht crossed compny boundries 14 T.C. LeCox, 2008 Impct of the Chnge in Focus continued In summry: We strted to pprecite the need for Service Architecture: Articultes consistent, coordinted nd where pproprite, common infrstructure for services cross compnies Provides the frmework for building up n orgnistion s Mnged Services over considerble period (severl progrmmes A key component of Service Mngement Architecture (including ll the SM processes nd in ITIL v, the SM Lifecycle It is core component of the CMDB, especilly s more thn one version of service s rchitecture my exist t ny time (cf. Service Pckge It helps to identify nd visulise the long view for the Service Portfolio nd Service Ctlogue 15 T.C. LeCox, 2008 T.C. LeCox,

6 Bsic View of the CMDB Structure ( & T.C. LeCox, 2008 For more informtion bout Service nd Service Mngement Architecture, plese contct: Trevor.LeCox@telelogic.com Any questions? 17 T.C. LeCox, 2008 T.C. LeCox,