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CA Service Management             Process Maps                                                                            ...
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  1. 1. CA Service Management Process Maps IT Service Continuity Management Service Level Management Service Catalog Management Availability Management Information Security Management IT Service Continuity Management (ITSCM) assures and supports overall Business Service Level Management ensures that an agreed level of IT service is provided for all Service Catalog Management is the development and upkeep of a service catalog that Availability Management ensures that the level of service availability delivered in all Information Security Management ensures the alignment of IT and business security and Continuity Management by ensuring that the required IT technical and service facili- current IT services, and that future services are delivered to agreed achievable targets. contains all accurate details, the status, possible interactions and mutual dependencies of services is matched to or exceeds the current and future the agreed needs of the business that information security is managed effectively in all services and service management ties can be recovered within required and agreed upon business time-frames. all current services and those being prepared to run operationally. in a cost effective manner. activities. PROCESS ACTIVITIES PROCESS AUTOMATION PROCESS ACTIVITIES PROCESS AUTOMATION PROCESS ACTIVITIES PROCESS AUTOMATION PROCESS ACTIVITIES PROCESS AUTOMATION PROCESS ACTIVITIES PROCESS AUTOMATION Design SLA framework CA Service Catalog; CA Service Desk Mgr CA NSM; CA SPECTRUM; CA eHealth; Service portfolio management CA Clarity CA NSM; CA SPECTRUM; CA eHealth; CA Access Control; CA Identity Mgr; Monitor performance and customer CA NSM; CA SPECTRUM; CA eHealth; Monitor services Maintain policy Determine vulnerabilities CA Wily APM; CA IT Asset Mgr; CA Insight Database Performance CA Orchestria DLP satisfaction CA Wily APM; CA Access Control; Build catalog contents CA Service Catalog CA Storage Resource Mgr (SRM) Methods and techniques CA Service Desk Mgr; CA CMDB Assess and classify assets CA Policy and Configuration Mgr Service review and revise SLAs and CA NSM; CA SPECTRUM; CA Wily APM; Business service views CA Clarity PPM; CA CMDB Assess risk CA Service Catalog; CA CMDB Operational Level Agreements (OLA) CA Software Compliance Mgr Analyse and test CA Wily APM; CA Service Metric Analysis; Set security controls CA Access Control; CA GRC Mgr Technical service views CA CMDB; CA Cohesion; CA IT Client Mg CA SRM; CA ARCserve Backup Option; Build Monitor issues CA Service Metric Analysis CA Service Desk Mgr; CA Access Control; CA Security Command Center; CA High Availability Publish live services CA Service Catalog Proactive management Manage security incidents CA Data Center Automation CA Service Desk Mgr CA Service Desk Mgr; CA Service Desk Mgr; CA CMDB; CA Report achievements Test CA Service Metric Analysis Input: Key Process Relationships and Integration Review and audit CA Audit; CA Network Forensics SRM; CA ARCserve Backup Option Input: Key Process Relationships and Integration • Business and IT strategy and plans Service Portfolio Management — to agree Input: Key Process Relationships and Integration • Business impact analysis • Business availability requirements, Service Asset and Configuration Contents of portfolio & catalog risk and impact analysis Input: Key Process Relationships and Integration Input: Key Process Relationships and Integration • Business requirements • Service portfolio Management — uses the CMS to identify Change Management — SLA can define • Service information from service • Business strategy, security policies, and Incident and Problem Management — • Business impact analysis Incident Management — provides historical • Change information • CMS ITSCM — business dependencies and wrong CI’s and to determine the impact of • IT and service information • Risk and vulnerability assessments agreements for responding to change. portfolio, service catalog and SLM details to diagnose and resolve security issues details or statistics on IT service deficiencies • Configuration Management System processes problems and solutions. • Risk analysis, events and SLA breaches • Business continuity strategy and plan IT Service Continuity Management — Output: processes ITSCM — reviewing impact of business risk Change Management — ensures currency Output: • ocumentation and agreement of a D Service Asset and Configuration Service Level Management — assists SLM in minimum required service levels in case of an Output: Output: Service Level Management — security Output: and accuracy of the IT continuity plans • eports demonstrating performance R “definition of the service” Management — service dependencies, determining the availability objectives. • nformation security management I • ontinuity plan C emergency. • Availability improvement plans requirements in SLR’s and SLA’s against SLA • pdated service portfolio and catalog U components and CI’s policy • Recovery plans Service Level Management — provides • ervice quality and performance S Financial Management — supplies cost • Availability/recovery design criteria Capacity Management — supplies infor- Service Level Management — business • Revised security risk assessment Change Management — determining the • Risk reduction plans critical information about IT service improvement plans associated with providing a service together • eport on achieved availability, R mation on changes in capacity that effects alignment • Security controls, audits and reports possible impact of changes on security obligations with charging methods. reliability and maintainability availability. Capacity Management Change Management Service Catalog Capacity Management ensures that cost-justifiable IT capacity in all areas of IT always Management Change Management ensures that standardized methods and procedures are used for exist and is matched to the current and future agreed needs of the business in a timely the efficient and prompt handling of all changes in order to minimize the impact of any manner. Service Design Availability related incident upon service. PROCESS ACTIVITIES PROCESS AUTOMATION Management Maintain PROCESS ACTIVITIES PROCESS AUTOMATION The Service Design process map provides guidance Business Services CA NSM; CA IT Asset Mgr; CA Storage Request For Change (RFC) analysis CA Service Desk Mgr; CA CMDB Monitor Demand Resource Mgr (SRM) for designing and developing of services and service CA Service Desk Mgr; CA CMDB; CA Clarity Service Management and management processes, and covers design principles Test Deliver Required Prioritize and categorize CA Clarity Demand/Portfolio Mgr Build plan Monitor Resource Management and methods for converting strategic objectives into Services Resources Build schedule and impact analysis CA Service Desk Mgr Analyze performance CA Service Metric Analysis portfolios of services and service assets. Build Evaluation/Decision by Change Advisory Specify CA Service Desk Mgr Forecast Requirements CA Performance Management; CA SRM Methods/ Continuity Adjust and Tune Board (CAB) Techniques Requirements Model, trend, adjust and tune CA Service Desk Mgr; CA CMDB Organizations should use guidance provided in Service Schedule change CA Service Desk Mgr Design to first review which elements of these pro- Set Security Controls Input: Key Process Relationships and Integration Input: Key Process Relationships and Integration • Inform Capacity Management about Incident and Problem Management — cesses they have in place, before trying to change and Assess Classify Assets Forecast Requirements Model/Trend • RFC’s from the Problem Management Incident Management — RFC to reduce incidents due to capacity problems process or submitted independently • Business capacity requirements provides details to diagnose or resolve improve design capabilities for service management. Document • CMDB effects of incidents capacity problems Service CH Problem Management — RFC to reduce • Component performance and capacity O Definition • Forward Schedule of Change (FSC) information Service Level Management — advises SLM Info. Security Service Portfolio effects of solutions or workarounds D Management EC Maintain Output: on the feasibility of service levels Management Policy Release and Deployment Management — K Analyze Output: Performance Build Catalog • pdated Forward Schedule of Change U • apacity plan C Availability Management — Output of Analyze Contents • Filtered RFC’s and approved RFC’s development and distribution of a new set of • orkload analysis and reports W activities is use for Capacity planning Assess Risk Test Manage Security Incidents • CAB minutes and action plans software applications or hardware via RFC. Proactive Review Capacity Determine Management and Audit Management Build Plan Release and Deployment Management Service Asset and Configuration Management Vulnerabilities Mitigate Risk Business Demand Service Views Financial Service Level AN A Management Management Management CT Release and Deployment Management is to deploy releases into production and Monitor PL Technical Service Optimize Availability Service Asset and Configuration Management provides a logical model of the IT Demand establish effective use of the service in order to deliver value to the customer and be Views Infrastructure . In this model the IT services are related to the different IT components able to hand over to service operations. needed to supply these service. Revise Service Customer Monitor Design SLA SLAs / OLAs Review Satisfaction Performance Framework Publish PROCESS ACTIVITIES PROCESS AUTOMATION Manage Issues Live Services PROCESS ACTIVITIES PROCESS AUTOMATION Planning and preparation CA Software Change Mgr Catalog Manage and plan CA CMDB; CA Cohesion Operational Manage build / release CA Software Change Mgr; CA CMDB IT Service Services CA CMDB; CA Cohesion; CA Data Center Identify configurations Report Continuity Automation CA Software Change Mgr; CA IT Asset Achievements Deploy Management Mgr; CA Data Center Automation Mgr CA Service Desk Mgr; CA Software Configuration control Change Mgr; CA IT Client Mgr CA Service Desk Mgr; CA SPECTRUM; Meet Business Verify Requirements CA NSM; CA eHealth; CA Wily APM CA Service Desk Mgr; Status reports and audit CA Software Compliance Mgr Input: Key Process Relationships and Integration • Authorized RFC Change Management — initiates process by Input: Key Process Relationships and Integration • Service Package including service model providing an authorized RFC Schedule Maintain Accurate Service • RFC’s Change Service Configurations Validation Change Management — for business • Procurement plans, standards and • Updates to Configuration Item’s (CI) catalogs Service Asset and Configuration Release and and Testing impact analysis and new assets Management — throughout the deployment Service Transition Financial Management — for costs, CAB Review • Build models; release policy Deployment Output: process updates CI status and the CMS Management Execute depreciation, maintenance and repairs Output: (Emergency/ • pdated Configuration Management U • elease and deployment plans R Knowledge Management / Service Desk — Standard) Audit Adopt System (CMS) Availability Management — to help The Service Transition process map shows the processes Best Practices • pdated service catalog U known error information of changed service Evaluation/ determine points-of-failure Decision • ew tested service capability N captured in SKMS and made available to Service Desk associated with developing and improving capabili- Planning Business Responsiveness ties for the transition of new and modified services to Validate Verify Transition Planning and Support production. It details how the requirements of Service Impact Analysis Service Validation and Testing Strategy encoded in Service Design are realized in Transition Planning and Status Reports Transition Planning and Support include: planning and coordinating resources to ensure Service Operation while controlling the risks of failure. Support O Service Portfolio CH Service Validation and Testing provides services that add value to customers and their specifications for the service design are realized, and starting with the transition phase, Management business. D EC Develop Strategy Ensure identify, manage and limit risks that could interrupt the service. K Organizations focused on managing the complexity Preparation Release Value PROCESS ACTIVITIES PROCESS AUTOMATION related to transitioning new and changed services Perform Preparation Tests PROCESS ACTIVITIES PROCESS AUTOMATION and Planning Build Verify CA Service Desk Mgr; CA Software Develop strategy CA Project Portfolio Management (PPM) to production should carefully study the guidance Schedule Adopt best practices Change Mgr Knowledge Preparation and planning CA Service Desk Mgr; CA CMDB provided in this ITIL phase. Transfer CA Service Desk Mgr; CA CMDB; Validate and verify CA Software Change Mgr Knowledge transfer CA Service Desk Mgr; CA CMDB Demand Financial Deploy AN Management Management CA Service Desk Mgr; CA CMDB; A Prioritize Configuration CT Monitor and report CA Service Desk Mgr Change PL Control Perform tests CA IT Client Mgr