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Modellieren von Geschäftsprozessabhängigkeiten

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  • 1. Modellierieren vonGeschäftsprozessabhängigkeiten(Service Portfolio Management mit DependencyMapping)
  • 2. Ihr Referent 2011 – Heute USU Consulting GmbH  Senior Consultant, Fokus auf Geschäftsprozess, KPIs, Business Service Management, Service Portfolio Management, ITSM 2003 – 2010 Junisphere Systems AG  CTO, verantwortlich für Produktestrategie und Technologie  Consulting, Presales, Support, Development 2001 – 2003 Commcare AG  Chief Development Officer, verantwortlich für ProduktentwicklungGeboren 19.01.1961 und das ProduktmanagementVerheiratet, 3 Kinder 1995 – 2000 Cisco SystemsInteressen: Reisen,  Technical Manager CH & A, Technical Engineering & Design ofFremde Kulturen, Multilayer NetworksLesen, MountainbikeComputer & Technologie 1985 – 1995 Teleinform  Technical Manager Telecommunications, verantwortlich für Marktanalysen, Produktmanagement und Engineering
  • 3. Die USU Consulting Service Management Methode Transformiert IT Organisationen zu Service Organisationen Fokus auf Schnittstellen zwischen Kunde und Service Anbieter Nachfrage orientiertes Service Angebot Service Intelligence Bausteine der Methode: Folie 3
  • 4. SPM - Bindeglied zwischen Business und ITService Portfolio Management transformiert die Anforderungen desBusiness in IT Services.Focus: outside in – top down, höherer Reifegrad IT Assets und Services sind verbunden mit den Geschäftsaktivitäten IT und Business sind abgestimmt, Fokus auf E2E und Durchgängigkeit Reporting und Kommunikation verwenden Business Metriken Definition of business strategy, Business Model business model and business unitsBusiness Business activities and workflows Business Process required by the business model Collocation & mapping of business Service Portfolio Management activities and workflows to the underlying IT services IT Services Definition of business enabling IT services (ITIL-Service Catalogue)IT Definition IT operation for the business IT Process enabling IT services (ITIL-Process, Functions)
  • 5. Die Ziele, die ein Kunde mit SPM erreichen möchte Aufbau eines Service Katalogs, der auch die Anforderungen der Geschäfts- /Produktebereiche im Ausland abdeckt. Beschreibung der Services im Service Katalog und Zuordnung von Verantwortlichkeiten in der IT und in der Business Organisation. Definition von Service Levels für die Qualitätsmessung der Service Leistungen. Erstellen eines SLA Modells zur Vereinbarung der Service Leistungen mit den Kunden. Aufbrechen der Services in Komponenten zur Kostenermittlung der Service Erstellung. Einführung eines Kosten- und Verrechnungssystems für Service Leistungen. Operationalisierung aller genannter Funktionen in einem Tool.
  • 6. Unterschiedliche Services – unterschiedliche Sichten Business Services allow IT to talk business Service Type Reporting Metrics Reporting Line Business Service  Process KPIs Business Mgr  Business metrics CFO, CIO, IT-ServiceBusiness value provided Order Entry System BP  Time to process Mgr Trading Desk BP  Business transaction volume Financial Accounting IT Service  Service availability IT-Mgr, IT-Service- Lotus Notes  Incident closure rate Mgr SAP, Oracle  Frequency of changes Incident Mgr WEB Portal Change Mgr Infrastructure  Network availability IT-Mgr Service  Bandwidth utilization IT operations LAN, VPN, Firewall  Storage Capacity Component  Server availability IT operations Service  CPU utilization  Disk space
  • 7. Service Portfolio Management ÜbersichtSPM ist das zentrale Element für eine effektive IT Governance und bildetdie Basis für den Aufbau und die Umsetzung der ITSM Strategie Schnittstellen zwischen der Business Organisation und der IT Organisation inklusive den Rollen und Verantwortlichkeiten auf beiden Seiten Service Katalog, Service Beschreibungen, Service Level Struktur Business Service Catalogue Technical Service Catalogue
  • 8. get portfolio Roadmap Request for new Asses and Initiate and or changed aprove service Specify service monitor service Update service Service request request design documentation Business Service Service Service Service Service Require- Specifi- Descrip- Cata- SLA Request ment cation tion logue Review and improve service documentationAusgangslage Service Modell Service Beschreibungen Operative Umsetzung Analyse der Situation  Service Referenz Modell  Business Service Request Formular  SPM Prozess Service Requirements  Schnittstellen  Service Requirement Template Anforderung an IT Demand Management  Verantwortlichkeiten  Service Specification Template Umsetzung Business Risk Assessment  Prozesse  Service Description Template Anpassung (SLA, SC) Service Governance Model  Entwurf Service Modell  Service Katalog Struktur Service Descriptions  Erste Service Landkarte Organisation Service Catalog  Business Process Owner  Toolunterstützung (SPM)  Key User  IT Account Manager  IT Service Manager Service Levels  Service Verfügbarkeit  Service Support Verfügbarkeit  Bearbeitungs-/Lösungszeiten
  • 9. Service Portfolio Management mit Prozess Mapping Process Map KPI KPI KPI KPI KPI Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity ActivityBusiness Service Catalogue Patient Registry HOSPIS Application Services Infrastructure Services Database Firewall Storage HOSPIS Services Base Services Network Services Network Services Services Services HOSPIS HOSPIS Cluster Application Windows Fundamentals LAN LAN WANTechnical Service Catalogue Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Application Mainframe Server Database Network SAN / NAS Firewall Telephony
  • 10. Service Reference ModelCustomersProducts /Services Process MapStrategy / ProcessMapsBusinessProcesses KPI KPI KPI Process KPI KPIProcesstasks Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Business SC KPI KPI KPIBusinessServices Business Service Business Service Business Service Business Service SLA KPI KPI KPI KPI KPI KPIIT Services IT Service ITIT Service Service IT Service IT Service IT Service IT Service SLA Technical SCSubservices Subservice Subservice Subservice Subservice Subservice OLA UCSubserviceComponents Component Dependency MapLogical Application Midtier Infrastructure Virtual Environment InformationInfrastructure Infrastructure Virtual Environment Information Software Hardware DataPhysicalInfrastructure Network Database SAN/NAS Desktop Printer InterfaceMetrics
  • 11. Service Modellierungsausprägungen in operativer Umsetzung KPI KPI KPI KPI KPI KPI Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Activity Process Map IT Service IT- / Business Service Business ViewBusiness Service Catalogue Service Objects Function KPI KPI E2E Metric Function Device  End User Experience  Use Case  Incidents  Transactions  Tickets  System  Business MetricsTechnical Service Catalogue Physical Map Functional Map Logical Map Application Mainframe Server Database Network SAN / NAS Firewall Telephony  Business Impact Analysis  Function oriented  End User View  Root Cause Analysis  Simple Data Models  Simple implementation  Service Inventory  Less complexity  Focus on Key KPIs  SMDB  Partial Root Cause  No Root Cause Folie 11
  • 12. Service Modellierungsausprägungen, KPIsType Characteristic KPI and Metric Map Structure MeasurementBusiness Process Quality of Service Cycle Time External Service Object • Customer ViewBusiness Service Performance Response Time Component Internal • IT ViewIT Service Availability Volume End User Exp OrganisationalIT Infrastructure Financial % Answered 1. Call DeviceService Physical Risk Amount ComponentIT Product Functional Capacity Proccessing Time Service ObjectPlatform Logical Incidents CPU Load Service ObjectSystem Geographical … # Tickets Data InformationResource Combinations Folie 12
  • 13. PC Laptop es NC Main Servic Telefon (IP) VOM Fax Drucker Client Kartenleser Services Services Enabling Terminal Stempeluhr Semiramis Application Service Bartender/ETI Swisspost WEB UPS DPD e-dec Varial Mailware Services Business All4time Application Kofax EDI AD RDS+CTX+AD Logon Services RDS+CTX+AD+CAG RDS+CTX+AD+CAG+SA VEword vxad4 vxad31 Active Directory vxad4 DNS vxad31 vxad4 Base Services vxad31 DHCP vxthintunev NC Base Services vxconsole 4 dt346mw Mailware Dt689mw vxups1 vxups2 UPS vxups3 vxups4 DPD vxweb1 VOM vxweb22 vxap1 Bartender vxspez vxsemsql21 Semiramis SQL vxsemsql31 Database Services vxsql21 Main SQL vxsql31 vxp1 vxsom1 Print Services vxap1 vxvs21 vxvs22 vxvs23 vxvs24 vxvs31 vxvs32 LAN Pool A vxvs33 vxvs34 vxvslan21 vxvslan22 vxvslan23 B Pool Servers vxvslan31 vxvslan32 LAN Pool vxvslan33 vxvserp21 vxvserp22 ERP Application Server vxvserp31 vxvserp32 Computing Services vxsql 21 SQL Kundenbeispiel: Semiramis ERP vxsql 31vxvpxci trix License vxad31 TS License vxxatvs1 Provisioning vxxatvs2 NC Services vxws1 WEB Services vxws2 vxxa1 vxxa2 vxxa3 vxxa4 vxxa5 vxxa6 vxxa7 vxxa8 Server Desktop vxxa9 vxxa10 vxxaspez1 vxxaspez2 Published Applications Service Machines vxxaspez3 vxxaspez4 vxsem1 vxsem2 Semiramis Application vxsem3 Services vxsem4 vxa4t All 4 Time vxsom1 Output Management wsem1 wsem2 Varial Semiramis wsem3 wsem4 vxtopcall Kofax vxs01a1 … Access Layer vxs—a- vxcore1 vxcore2 Core Layer vxcore 3 vxsrv02s 1 Server Layer LAN Services vxns21 Load Balancing vxns31 fg620b-vx-ibach- 1 fg620b-vx-ibach- 2 fa400b-vx-ibach Firewall Services vxs02fw vxs02fwbq vxisa1 Proxy Services IP-fict-ch-iba-r-001 Internet Connection 1 Connection Services Internet Services Internet Connection 2 IP-fict-ch-iba-r-002 vxtel01 Call Manager vxtel02 vxibgw01 Infrastructure Services vxibgw02 vxagw01 vxagw02 Gateway vxagw03 Voice Services vxagw04 vxtelvm1 Attendant Storage Controller Storage Enclosure Physical Disks Storage Groups Data Replication Groups vxeva2 Virtual Array … Virtual Array Storage Controller Storage Storage Enclosure Physical Disks Storage Groups Data Replication Groups Vxeva3 Virtual Array … Virtual Array brocade swx 1 vxc7000-21 brocade swx 2 brocade swx 1 vxc7000-31 brocade swx 2 brocade swx 1 vxc7000-22 Storage Services brocade swx 2 Enclosure brocade swx 1 vxc7000-32 brocade swx 2 vxvserp21 vxvserp22 vxvserp31 n FC vxvserp32 e Card vxsemsql21 Mezzanin Connectio vxsemsql31
  • 14. get dependency RoadmapAusgangslage get dependency Lieferobjekte Umsetzung Prozess  Service Assessment  Dependency Maps  Service Portfolio Management Prozess KPIs  Process Flows  Correlation Service Level Management Use Case  Service Modelling  KPI Definition Service Planning Business Service  Service Concepts  Metric Definition Service Calculation IT Service  Service Architecture  SLA Indicators Service Management Database Infrastructure Service  Service Correlation  Service Inventory (SMDB) Applikationen  Service Operation Systeme  Analyse und Optimierung: Ressourcen - Service Portfolio Analysis - Business Impact Analysis - Root Cause Analysis - Continual Service Improvement
  • 15. CUSTOMER MARKET (Service Instance) (Service Template) PC Laptop es NC Main Servic Telefon (IP) VOM Fax Drucker Client Kartenleser Services Services Enabling Terminal Stempeluhr Semiramis Application Service Bartender/ETI Swisspost WEB UPS DPD e-dec Varial Mailware Services Business All4time Application Kofax EDI AD RDS+CTX+AD Logon Services RDS+CTX+AD+CAG RDS+CTX+AD+CAG+SA VEword vxad4 vxad31 Active Directory vxad4 DNS vxad31 vxad4 Base Services vxad31 DHCP vxthintunev NC Base Services vxconsole 4 dt346mw Mailware Dt689mw vxups1 vxups2 Cost Plan vxups3 UPS vxups4 DPD vxweb1 VOM vxweb22 vxap1 Bartender vxspez vxsemsql21 Semiramis SQL vxsemsql31 Database Services vxsql21 Main SQL vxsql31 vxp1 vxsom1 Print Services vxap1 vxvs21 vxvs22 vxvs23 vxvs24 vxvs31 vxvs32 LAN Pool A vxvs33 vxvs34 vxvslan21 vxvslan22 vxvslan23 B Pool Servers vxvslan31 vxvslan32 LAN Pool vxvslan33 vxvserp21 vxvserp22 ERP Application Server vxvserp31 vxvserp32 Computing Services vxsql 21 SQL vxsql 31 vxvpxci trix License vxad31 TS License vxxatvs1 Provisioning vxxatvs2 NC Services vxws1 WEB Services vxws2 vxxa1 vxxa2 vxxa3 vxxa4 vxxa5 vxxa6 vxxa7 vxxa8 Server Desktop vxxa9 vxxa10 Network Plan vxxaspez1 vxxaspez2 Published Applications Service Machines vxxaspez3 vxxaspez4 Distribution vxsem1 vxsem2 Semiramis Application vxsem3 Services vxsem4 vxa4t All 4 Time vxsom1 Output Management wsem1 wsem2 Varial Semiramis wsem3 wsem4 vxtopcall Kofax vxs01a1 … Access Layer vxs—a- vxcore1 vxcore2 Core Layer vxcore 3 vxsrv02s 1 Server Layer LAN Services vxns21 Load Balancing vxns31Business Service Monitoring fg620b-vx-ibach- 1 fg620b-vx-ibach- 2 fa400b-vx-ibach Firewall Services vxs02fw vxs02fwbq vxisa1 Proxy Services IP-fict-ch-iba-r-001 Internet Connection 1 Connection Services Internet Services Internet Connection 2 IP-fict-ch-iba-r-002 vxtel01 Call Manager vxtel02 vxibgw01 Infrastructure Services vxibgw02 Planning & Calculation Manager vxagw01 vxagw02 Gateway vxagw03 Voice Services vxagw04 vxtelvm1 Attendant Storage Controller Storage Enclosure Physical Disks Storage Groups Data Replication Groups Service Distribution Model vxeva2 Virtual Array … Element Virtual Array Storage Controller Storage Storage Enclosure Physical Disks Distribution Storage Groups Data Replication Groups Vxeva3 Virtual Array … Virtual Array brocade swx 1 vxc7000-21 brocade swx 2 brocade swx 1 vxc7000-31 brocade swx 2 brocade swx 1 vxc7000-22 Storage Services brocade swx 2 Enclosure brocade swx 1 vxc7000-32 brocade swx 2 vxvserp21 vxvserp22 vxvserp31 n FC vxvserp32 e Card vxsemsql21 Mezzanin Connectio vxsemsql31 Service Type Service Service (Instance) (Template) Service Level Manager Type Service Parameter Design Service Portfolio Manager Service Model Service Instance Service Service Service (target) (actuals) Service Meta Model Parameter Parameter Parameter (Template) Service Attribute Item Order (Service) Product Type Contract Item Sell Service Offer Service Offering Order Contract Pricing Offer Service Level Agreement Operative Umsetzung: Beispiel mit Toolunterstützung
  • 16. Anwendung und Nutzen von SPM im Unternehmen Einfacher Überblick über die IT Leistungen durch spezifische Sichten für das Business und die IT auf das Service Portfolio Einfache Vereinbarungen, Bestellung und Abruf der Serviceleistungen durch vorkonfigurierte und standardisierte Servicekataloge Ermittlung des Wertbeitrags der IT für das Business durch einen systematischen Ansatz den Beitrag zum Unternehmenserfolg in Geldwert auszudrücken Kostentransparenz durch Service-orientierte Kostenanalyse Erfolgsbewertung- und Kontrolle der Investitionsvorhaben durch standardisierte ROI Analysen und ROI Nachverfolgungen Unterstützung von Make-or-Buy Entscheidungen durch Service Benchmarking Optimieren und Sicherstellen von Service Levels durch Ableitung aus Geschäftsprozess-KPIs und automatisierten Risikoanalysen Ermittlung von Optimierungspotentialen durch Service Portfolio Analysen
  • 17. Das Wichtigste zum Mitnehmen1. Service Portfolio als Bindeglied zwischen Business und IT Fokus auf Business Value und Business Metriken Rollen und Schnittstellen Grundlage für Service Level Agreements und Service Kostenverrechnung2. Prozess Mapping schafft Durchgängigkeit Spiegelt die Realität des Services aus Kundensicht Verbindet das Service Portfolio mit der Infrastruktur Grundlage für das Business Impact und Root Cause Analysen Grundlage für zahlreiche interdisziplinäre Fachgebiete3. Es braucht Werkzeuge für die operative Umsetzung und Pflege Konzeptionelle Vorarbeiten sind notwendig Die Datenqualität und das Datenmodell entscheiden über den Erfolg Werkzeuge sind keine «Problemlöser»

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