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Service Mapping

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Service Mapping

  1. 1. Service MappingMicrosoft Operations Framework (MOF)Mohamed El-Kassas18/12/2012
  2. 2. Introduction• This Presentation is intended to introduce the content, structure, development, usage, and benefits of service maps. It will:• Show you a service map. It will show you an example of a complete service map, including the typical content and structure.• Demonstrate how to build service maps. It will provide detailed guidance on how to get started building a service map as well as considerations on how to take a programmatic approach to mapping services in your service delivery organization.
  3. 3. Intended Audience• This intended for those who have a basic understanding of Microsoft® Operations Framework (MOF) concepts and terminology and who are familiar with Microsoft products and technologies.
  4. 4. What Is a Service?• A means of delivering value to customers .
  5. 5. What Is a Service Map?• A service map is a graphical display of a service that illustrates the various components upon which successful delivery of that service relies. These components generally include hardware, software, and configurable settings or roles• . A Microsoft-developed best practice, a service map is a communications tool that illustrates the “what” of a service (its components and their relationships) as a basis for managing the “how” of a service (how the service is delivered and controlled to ensure expected availability, capacity, security, and manageability).
  6. 6. Why a Service Map?• If we want to control the quality of the experience to the user and customer, we must understand and control all of the components that make up the service.• They present a service-centered view of the environment, organizing technical capability in business-oriented terms.• They more readily facilitate understanding of complex systems and component dependencies than text-based documents for both technical staff and customers.
  7. 7. What Does a Service Map Tell Us?• Hardware streams that make up a service• Application streams that make up a service• Types of settings that are needed for the service to function• Supporting services that are needed to ensure the service stays available• Different customers that use the service
  8. 8. The Benefits of a Service Map• For Customer• For Technical Team
  9. 9. Kinds of Data Gathered in the ServiceMapping Process
  10. 10. Service Mapping a Restaurant’s Services• How would you map out a restaurant’s services?• What “hardware” (host podium, tables)• What “applications” (seating charts, menus)• Customers (walk-in, VIP)• Settings (seating times, specials)• Supporting Services (seating, order taking)
  11. 11. Service Map Content and Structure. Most services can be decomposed into the five component categories, or“streams,”
  12. 12. Stream Typical components Potential data sources Example for this service map components stream All software associated with a Software data usually Windows given service including the core comes from service Server® 2008Software application itself, any supporting catalogs or software SP2 x64 or dependent applications, portfolios. This also network and control software, includes any dependent maintenance software, and software related to the versioning information. service being mapped. All servers, network devices, Hardware data can be HP DL 385 G2 storage equipment, and desktop identified through theHardware PCs required for a service to configuration function, including model and management system configuration information where (CMS) or other similar appropriate. sources of configuration data.
  13. 13. Stream Typical components Potential data sources Example for this service map components stream Other services upon which the Service catalogs and DNS and Help primary service depends. service portfolios are a Desk/Call Upstream services feed required good source for this type Center/Level-1 input to the service in question, of data. while downstream services areServices fed output from the primary service. For example, a service like Exchange or SharePoint will typically rely on several downstream services such as Active Directory®, Backup, and Service Desk. The configurable settings Configuration diagrams Server roles such needed for the service to are an excellent source as Index Server, function effectively. for setting data since they Query Server, andSettings typically include details Database Server about settings or roles of Domain other dependent authenticated to equipment such as server gateway IP or network devices. address
  14. 14. Stream Typical components Potential data sources for Example this service map stream components The consumers of the service Design packages Accounts and relevant information created during payable about them such as requirements analysis department department, location, and or the design phase ofCustomers means of contact. This could the service include specific business management lifecycle units, geographical regions, or are excellent sources of classes of users (such as customer data. Service “Executives”). owners and the service level manager may also be able to provide data about customers.
  15. 15. Structure
  16. 16. Software Stream
  17. 17. Hardware Stream 8. SAN, Hitachi AMS 1000 2. Hardware 15. HP DL 385 G2 15. HP DL 585 G2
  18. 18. Services Stream 1. Server OS Support & Patch Mgmt 3. Services 1. VIP Services (F5 Big IP) 2. SQL Server Backup/Restore 3. Desktop Support 4. Help Desk/Call Center/Level-1 5. DNS 5. Active Directory 6. Server Operations 6. Data Center Facility Support 7. SMTP 8. Server Backup (Legato) 8. SAN 9. Network Services (LAN, WAN) 9. Network Monitoring 10. Firewalls 10. Proxy 11. Monitoring 13. ConfigMgr Software Distribution 14. OS Antivirus
  19. 19. Customers Stream All Users 4. Customers VIP Users
  20. 20. Settings Stream
  21. 21. Building Service Maps 4. Gather 2. Define the 3. Select 5. Establish 6. Maintain1. Identify the data and mapping services for service the serviceteam draw the template mapping relationships maps service maps