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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Page 1: HGConcept-CMDB-Service Design

HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 1

© 2016 HGConcept All Rights Reserved

SERVICE DESIGNDESIGN YOUR BUSINESS SERVICES AND ALIGN WITH EA

Hichem GuemiriSERVICENOW SOLUTION [email protected]+1 (514) 247-0825

Maxime CarrierSERVICENOW SOLUTION [email protected]+1 (514) 962-6136

Page 2: HGConcept-CMDB-Service Design

HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 2

© 2016 HGConcept All Rights Reserved

AGENDA

• Introduction

• Strategy

• Définitions

• Modeling

• Structure

Page 3: HGConcept-CMDB-Service Design

HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 3

© 2016 HGConcept All Rights Reserved

SERVICE

DEPENDENCY

FINANCIAL

MANAGEMENTSOFTWARE

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

LEGALGRC

APPLICATION

DEVELOPMENTDATA

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…

Page 4: HGConcept-CMDB-Service Design

HGCONCEPTIT 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

SERVICESSCRIPTS

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

Page 5: HGConcept-CMDB-Service Design

HGCONCEPTIT 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 MANAGEMENTTECHNOLOGY CENTRIC

SERVICE MANAGEMENTSERVICE CENTRIC

BUSINESS SERVICES

CMDB

DISCOVER

PROVISION

SERVICES

NETWORKTELECOM

DATA CENTER

STORAGEBACKUP

DATABASES

SERVERS

APPLICATIONS

Page 6: HGConcept-CMDB-Service Design

HGCONCEPTIT 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

Page 7: HGConcept-CMDB-Service Design

HGCONCEPTIT 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

Page 8: HGConcept-CMDB-Service Design

HGCONCEPTIT 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 servicebundles.

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

Page 9: HGConcept-CMDB-Service Design

HGCONCEPTIT 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 tocustomers by facilitating outcomes customers want to achieve.

Page 10: HGConcept-CMDB-Service Design

HGCONCEPTIT 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 thesystem at component level to guide its implementation

Document the structure of components, their inter-relationships, andthe principles and guidelines governing their design and evolution

Page 11: HGConcept-CMDB-Service Design

HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 11

© 2016 HGConcept All Rights Reserved

INTERACTIONS BETWEEN EA, SC and CMDB

Page 12: HGConcept-CMDB-Service Design

HGCONCEPTIT 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

Page 13: HGConcept-CMDB-Service Design

HGCONCEPTIT 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 METHODOLOGYHow 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

Page 14: HGConcept-CMDB-Service Design

HGCONCEPTIT 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 abusiness need for a customer (internal or external to theorganization).

APPLICATION SERVICE is defined as a service that exposesautomated behavior.

TECHNOLOGY SERVICE is defined as an externally visibleunit of functionality, provided by one or more nodes,exposed through well-defined interfaces, and meaningful tothe environment.

Page 15: HGConcept-CMDB-Service Design

HGCONCEPTIT 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 thelower Layers. [ArchiMate distinguishes three main layers]

BUSINESS LAYER offers products and services to external customers, which arerealized in the organization by business processes performed by business actorsand roles.

APPLICATION LAYER supports the Business Layer with application serviceswhich are realized by (software) application components.

TECHNOLOGY LAYER offers infrastructural services (e.g., processing, storageand communication services) needed to run applications, realized by computerand communication hardware and system software.

Page 16: HGConcept-CMDB-Service Design

HGCONCEPTIT 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

Page 17: HGConcept-CMDB-Service Design

HGCONCEPTIT 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

ENTE

RP

RIS

E A

RC

HIT

ECTU

RE

Page 18: HGConcept-CMDB-Service Design

HGCONCEPTIT 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

Page 19: HGConcept-CMDB-Service Design

HGCONCEPTIT 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?

Page 20: HGConcept-CMDB-Service Design

HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 20

© 2016 HGConcept All Rights Reserved

SERVICENOW BOOKS BY HGCONCEPT

Hichem GuemiriSERVICENOW SOLUTION [email protected]+1 (514) 247-0825

Maxime CarrierSERVICENOW SOLUTION [email protected]+1 (514) 962-6136