CA Cloud Service Delivery Platform Overview Guide Version 01.0.00
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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)
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... 11 Service Provider Roles... 11 Chapter 3: Typical Service Provider Tasks 13 Contents 5
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 http://www.cloudcommons.com, 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
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 (http://ca.com/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
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
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
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 http://ca.com/support. 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
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 http://ca.com/support. 12 Overview Guide
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 http://ca.com/support. 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