Transforming it processes and culture to assure service quality
EXECUTIVE BRIEF Service Operations Management | November 2011 agility made possible™ Transforming IT Processes and Culture to Assure Service Quality and Improve IT Operational Efficiency David Hayward Sr. Principal, Service Assurance Product MarketingThe IT operations-business gap Management Associates2 characterizes this in terms of the growing leadership of a cross-domain services managementThere is growing gap between the effectiveness and efficiency organization that reflects a fundamental shift in the culturalof traditional event, incident, and problem management and political realities of IT. Also according to Enterpriseprocesses and business stakeholders’ expectations for Management Associates, this new layer in IT organizationsuninterrupted, high quality service delivery—and for quick is more likely to reduce management complexity, free uprestoration of service levels when they have been resources for strategic projects, and deploy cloud technologiescompromised. faster and more effectively.If you are experiencing this gap, then you’re not alone. Empowered by next-generation management technology, theseResearch shows that the gap has been around for a long time new cross-domain services management teams are executingand continues today. According to prominent IT analyst firm new processes to view how infrastructure impacts applications.Enterprise Management Associates: This helps them improve triage, root cause analysis and mean- time to repair of service level problems and to take proactive• Up to 54 percent of networked application service measures to prevent problems from escalating and noticeably (i.e., business service) problems are reported by end- impacting service levels. Goals are to maintain required service users before IT staff know about them1 quality/availability levels, eliminate inefficient cross-functional• Up to 82 percent of IT organizations resort to cross- triage meetings, and to shift resources from fixing problems functional team meetings to triage and find root cause to adding value. of networked application service performance problems1• Up to 80 percent of IT organizations’ time is spent troubleshooting and fixing problems versus adding new value and services to the business1To overcome these inefficiencies and improve service qualitymanagement, IT organizations are establishing a new layerof responsibility dedicated to managing services. Enterprise IT LEADERS ARE CREATING NEW CROSS-DOMAIN, CROSS-ORGANIZATIONAL PROCESSES TO CLOSE THE IT OPERATIONS-BUSINESS GAP.
Service Operations ManagementReal-world use cases: closing • A financial services firm has a plan in motion to move from traditional silo/event-focused management to businessthe IT operations-business gap service management. Their network operations center is putting a new process in place to integrate their real-time ITIncreasingly, IT leaders are recognizing that the traditional silo monitoring processes according to services defined by theapproach to IT operations management, while rooted in the change management team. The goals are to assure servicebest intentions, has not resulted in a satisfactory way to view levels for the most important customer-facing services,and manage business service quality and availability. While reduce time-to-resolution of service-impacting incidents,technology silo-focused teams (i.e., experts monitoring eliminate cross-silo triage meetings that often involve up tonetworks, systems, applications and other domains) remain 18 people when services have been impacted, and improvevitally important, innovative IT leaders are launching “overlay change management processes.teams” to visualize and manage services from a cross-siloperspective for improving triage and remediation of service- • A government agency is putting a new enterpriseimpacting issues. monitoring group in place to manage a wide range of services delivered to citizens. The services are based on aThe idea of managing services is not an entirely new idea: complex architecture across multiple data centers and thebusiness service management (BSM) tools were introduced new team will eliminate the “black holes” to managein the 2000s to build cross-domain views (i.e., models) of infrastructure and applications together in the context ofservices. BSM service modeling and processes, however, were the specific services they jointly support. The enterprisegeared toward asset and configuration management, not monitoring group’s goals include shedding light on thefor the real-time operations management requirements of “black holes” enterprise-wide to assure availability andtoday’s dynamically changing business and IT environments. performance of highly visible online services, communicateHere are some examples of what enterprises and better with stakeholders about service issues andgovernments, empowered by next-generation IT demonstrate results as they expand their responsibilitycross-domain management technology, are doing today: enterprise-wide.• A retailer is introducing a corporate-wide operations team • A managed service provider is putting a new process in to monitor and manage services and to work cooperatively place for the IT team to evolve from traditional technology with the existing groups that are responsible for managing management to managing important customer-facing each technology silo. The new team will handle triage and services, such as customer billing and reporting, as well escalation when infrastructure problems impact important as workforce-facing services for internal business processes. business processes. A key goal is to prevent service The CIO has chartered the IT team to leverage infrastructure interruptions that have previously resulted in lost revenue management information from the engineering team, to and to develop innovative management practices that implement application performance management and improve business performance. combine the two processes for holistic “end-to-end” management of the business services. INITIATIVES INCLUDE LAUNCHING “OVERLAY TEAMS” TO VISUALIZE AND MANAGE SERVICES FROM A CROSS-SILO PERSPECTIVE FOR IMPROVING TRIAGE AND REMEDIATION OF SERVICE-IMPACTING ISSUES. 02
Service Operations ManagementService operations management according to internal and external customer expectations. Service Operations Management shares its servicecloses the IT operations- information with tools that manage SLA contract and service level performance to ensure accurate understandingbusiness gap of service components and service status. This helps operations teams to focus attention on key services andThough these businesses and government IT innovators to proactively take action before operational andmay name their cross-domain service management teams contractual SLAs are violated.differently, they are using a common, next-generation solutioncalled Service Operations Management as the foundation • Unified event management to correlate and transformfor implementing the organizational changes and processes cross-domain events into higher quality, more actionablenecessary to align IT operations with the business. alerts and enforce policy for how various classes of alerts are prioritized and escalated. This lets you detect andService Operations Management uses information from correlate critical cross-domain events and escalate themapplication performance managers, infrastructure domain (along with service model impact alerts) according tomanagers and other tools to build real-time, cross-silo views standardized best practice policies.of services and to more efficiently pinpoint sources of serviceimpact and risk. • Real-time visualization of business service quality, availability, risk and operational service level agreementCore capabilities include: compliance displayed on PCs as well as mobile devices• Dynamic business service modeling to build and maintain for personnel and stakeholders across the entire IT real-time, end-to-end models of business services by organization. This shared view fosters a common leveraging a variety of advanced, automated functions understanding of service status, collaboration and greater (i.e., correlation of transaction discovery and mapping efficiency among IT executives, operations managers with infrastructure information, policy-based relationship and staff, technology domain experts, service desk teams, discovery, real-time updates of imported infrastructure change advisory boards and more. models, etc.). These automated functions help assure accurate models of services and help eliminate the manual Service Operations Management is geared to help labor and batch updates associated with traditional organizations implement mature IT processes for managing business service management solutions. business services in both traditional and cloud-connected environments. By building real-time information bridges• Service analytics & alerts to pinpoint service quality across diverse IT management roles and disciplines and problems and risk (i.e., which IT assets across technology by enabling service-driven automation, Service Operations silos are the sources of current or immanent service quality Management provides the foundation for greater levels degradations and outages). This helps to eliminate of IT efficiency, achievement, and business alignment. traditional manual troubleshooting and time-consuming cross-silo triage meetings and enables actions to be According to Enterprise Management Associates3, the prioritized according to business impact. CA Technologies approach to Service Operations Management “should help to move the industry forward as a whole, as• Service-driven automation (escalation, synchronization federated service management systems are finally beginning & workflow) that triggers policy based actions. Actions to emerge as a major force in addressing service delivery include populating service desk tickets with business requirements for traditional, cloud, and hybrid environments.” impact information and priority; service model, alert and maintenance flag synchronization between integrated tools; and workflow for allocation of data center and cloud SERVICE OPERATIONS MANAGEMENT HELPS resources according to service priority, alert severity ORGANIZATIONS IMPLEMENT MATURE IT PROCESSES FOR and business requirements. MANAGING BUSINESS SERVICES IN BOTH TRADITIONAL• Integrated service level agreement (SLA) performance AND CLOUD-CONNECTED ENVIRONMENTS. management to measure service quality and availability 03
Service Operations ManagementAbout the service assurance solution from CA TechnologiesCA Technologies brings together service operations,infrastructure and application performance managementproducts to forge a robust Service Assurance solution. Thistightly integrated solution is designed to provide end-to-end CA SERVICE OPERATIONS MANAGEMENTand top-to-bottom visibility for managing technology domains “...SHOULD HELP TO MOVE THE INDUSTRYand the quality, risk and availability of business services that FORWARD AS A WHOLE, AS FEDERATED SERVICEIT delivers to end users, specifically allowing: MANAGEMENT SYSTEMS ARE FINALLY BEGINNING TO EMERGE AS A MAJOR FORCE• Operations teams and executives to quickly understand IN ADDRESSING SERVICE DELIVERY the state of service performance REQUIREMENTS FOR TRADITIONAL, CLOUD,• Operations teams, application owners, executives and AND HYBRID ENVIRONMENTS.” infrastructure technology specialists to have deep visibility, ENTERPRISE MANAGEMENT ASSOCIATES. real-time data collection and proactive analysis necessary to determine how well IT is delivering business services across an environment that spans physical, virtual and cloud elements• Subject matter experts to access the information they need to plan for the future and solve difficult problemsAbout CA TechnologiesCA Technologies (NASDAQ: CA) is an IT managementsoftware and solutions company with expertise across all ITenvironments—from mainframe and distributed, to virtual andcloud. CA Technologies manages and secures IT environmentsand enables customers to deliver more flexible IT services. CATechnologies’ innovative products and services provide theinsight and control essential for IT organizations to powerbusiness agility. The majority of the Global Fortune 500 relieson CA Technologies to manage evolving IT ecosystems. 04