ITIL V3 and the Unified Service Model

ITIL V3 and the
Unified Service
Model: from Concept
to Implementation
Focus Area
BT111SN

2 November 16-20, 2008 Copyright © 2008 CA. All rights reserved.
Abstract
> This session addresses how to leverage capabilities
using ITIL best practices and the concept of a
unified service model to transition from a 'legacy'
architecture model to a customer centric model. It
discusses how Elbit Systems of America, a global
defense electronic systems company is taking
strides to make it real:
 Understanding the CA CMDB and the Unified Service
Model
 Building and managing a 'manufacturing' capability
 Keeping the Lights on through Service Transparency.

Biography
> David Messineo
CA Services, ITSM Practice Director
 20 years working with large implementations
 ITIL Service Manager, eSCM Certification

Agenda
> Understanding the CA CMDB and the Unified Service
Model
> Building and managing a 'manufacturing' capability
> Keeping the Lights on through Service Transparency
> Summary

Understanding the CA
CMDB and the Unified
Service Model
5 November 16-20, 2008 Copyright © 2008 CA. All

A “Sample” View of Services from the Business
> Completed Business Services:
 Request ECAR – Quality Service
 Request New Employee On boarding – Human Resources
 Request Name Change – Human Resources
> Pending Business Services:
 Request Travel Services – Travel
 Request Packing Sheet Service – Manufacturing

Fortune 500 Financial Institution
A Bird’s eye view of a Service
> Services are
made up of many
layers
> Connecting layers
is what makes
Services robust
but complicated
> Tight Coupling is
what makes
management of
operations and
changes difficult

End-to-End Application View
> Critical to a Services is understanding what and how a service
is constructed, delivered and supported

A Bird’s Eye View of a Portfolio of Services
> A Typical View of a Services
Portfolio
> Challenge is to organize
Services into profiles and
patterns, and personalities
> Build a Services Model and
reflect it in the IT Information
Model
> Leverage concepts such as
ITIL, SOA, CISSP, CobiT,
CMDBf to organize the
infrastructure

Business Architecture
Make Travel Arrangements
Purchasing Service
Price
Book
Purchasing Service
Price
Book
Planning Service
Assess Options
Planning Service
Assess Options
Timetable Service
Access Route
Timetable Service
Access Route
Email ServiceEmail ServiceBackup ServiceBackup Service
Business Processes
Business Services
Infrastructure Services
Configuration Items
Use
Use
Are implemented by
Buy Ticket
Run-Time Objects
Are executed by
Payments Service
Post
Invoice
Payments Service
Post
Invoice
Report ServiceReport Service
An Example “Services Model”

Services – Key Common Attributes
> General
 Name
 Description
 Category
 Owners / Stakeholders
 Customers
 Suppliers
> Support
 Service Level Agreements
 Technical Scope
 Status
 Policies
 Supplier Agreements
 CI Models
> Quality Management
 Availability
 Key Performance Indicators
 Key Service Targets
 Key Benefits
 Pre-Requisites
 Costs / Constraints
 Activation / Decommission
> Customer Focus
 Initiated
 Charges
 Delivery Channels / Locations
 Artifacts
 Prioritization

Unified Service Model
Definition
Assets &
Resources
Service
Impact
Identity
Service
Portfolio
INFRASTRUCTURE OPTIMIZATION
BUSINESS SERVICE MANAGEMENT
SECURITYMANAGEMENT
ITGOVERNANCE
UNIFIED
SERVICE
MODEL
GOVERN MANAGE SECURE
The Unified Service Model is
the centerpiece of CA’s
architecture for delivering
EITM, and is an information
model that provides a
complete 360° view into IT
services delivered to the
business.
13

Building and Managing
a ‘Manufacturing'
Capability

ITIL v3 Service Lifecycle - Detail

The Service Lifecycle with a Service Catalog
4.0
Service
Improvement
2.0
Service
Transition
3.0
Service
Operation
2.0
Service
Transition
1.0
Service
Design
5.0
Service
Retirement
1.1
Service
Requirement
1.2
Service
Definition
2.1
Service
Transition
3.1
Service
Request
3.2
Service
Authorization
3.3
Service
Delivery
4.1
Service
Quality
4.2
Service
Report
5.1
Service
Decommission

Events
Events
Asset Request
Resource Cost
& Utilization
RFC
RFC
Config
Mgmt
Change
Mgmt
Release
Mgmt Incident
Mgmt
Problem
Mgmt
Catalog
Mgmt
Service
Level
Mgmt.
Incidents
Perform.
Mgmt
Event
Mgmt
Financial
Mgmt
Service
Acct.
Asset
Mgmt
Resouce
Mgmt
Project
Mgmt
Network
Perf.
Network
Fault
Voice
Mgmt
Customer
Exper.
App.
Mgmt
System
Perf.
Mgmt
Virtual
Systems
Mgmt
System
Fault
Mgmt
Job
Mgmt
Performance
Data
Asset Data
Incident Data
Asset Changes
Incidents
Solutions
Incidents
Service Rates
Identity
Mgmt
Access
Mgmt
Roles
Rights
Security
Event
Mgmt
Network
Forensics
Events
CI Data
Asset
Costs
CI
Asset
Cost
Resource
Costs
Cost
Project Time
Utilization
Layer 1 – Capability Solutions
PPM CCM IPM TM
SIM
IAM
DVSM
APMNVM
SAM
SLM
ITAFM

CMDB
Authoritative Sources
CMDB
Ownership (c)
Identity
-Logical
-Physical
State
-Record
-Operational
Configuration
-Authorized
-Actual
Financial
-Investment
-Expense
-Cost
Performance
-Policy (measurements,
thresholds, rules)
-SLA
Subscriptions (a)
Relationships
-Physical
-Logical
Classifications
-Physical
-Assignment
Contractual (c)
Security (h)
Inventory (c)
Location
-Physical
-Authorized Network
-Actual Network
Pricing
-Purchase
-Invoice
Historical* (a)
* There is no universal audit facility – so this is based on logging changes to CI attributes
Roles
-User
-Support
-Security

Consumers
Service Desk Analyst Configuration Mgr Change Mgr Compliance Mgr Other IT Mgrs
CA Common
Asset Viewer
CA CMDB
Visualizer
CA CMDB
Manager
CMDB Repository
Reconciliation
Federation Automated Relationship Mapping
• Unicenter Asset Management
• Unicenter Asset Portfolio Management
• Unicenter Network & System Management
• Unicenter Service Desk
3rd Party
Discovery:
MS SMS &
Other Sources
3rd Party
Repositories:
MS Excel &
Others
Infrastructure and Applications
RepositoryContributors
CA Cohesion
Repository
Asset
Reconciliation
XML Loaded
Non-
Discoverable
CIs and
Attributes
MDR Sources
Meets Consumers needs
• Creates unified view into IT enterprise
• Delivers role-relevant information
• Helps IT understand and manage CI relationships
Stores Repository of CI data
• Singular instances of CI truth
• Pre-defined content standardizes taxonomies
• Extensive federation capabilities
Federates source data from multiple Producers
• Collects and coordinates CA and non-CA data
• Universal federation eliminates information gaps
• Ensures all Consumers use same data
CMDB Architecture

Keeping the Lights on
through Service
Transparency

21
The CIO Challenge Has
Multiple Dimensions
Manage
Compliance
and Risk
Improve Service Levels
Align IT
Investments
With Business
Goals
Reduce Costs
Application
Development
Operations Security
Strategy
and
Planning
Drivers to Ensure IT Is an Engine
for Competitive Advantage

Challenges
> Disperse locations
> Reduce costs
> Increased complexity and compliance
> More mobile and collaborative business
> End user base continues to grow
> IT staff has maintained at level approach
> More applications and processes to support

Disperse Locations of Support

$$$$
> Needs outgrow available funds each year
> Keep the Lights on compared to Strategic Initiatives
> Maintain 1.5% to 2% of revenue target

End User Base Grows

How We Do It
> 4 Major Operational Sites
 Each site has IT personnel assigned (Shared Service
Concept)
 All IT personnel follow standardized processes (ITIL)
> 13 Additional Sites
 Supported by 4 operational sites
 Same standards used to report incidents and request
services
> Core component of strategy
 Unified Service Delivery Module
 Integrated software (CMDB, Service Desk, Service
Catalog)

Unified Service Delivery Model
> People
 Cross train personnel at all sites.
 Use personnel at each site to provide cross site support
> Process
 Establish “Best Practices”
 Six Sigma or other approach to determine viability
 Automate and integrate wherever possible
> Technology
 Look for those that can provide Level 0 support
 Monitor and report on it

Requests Drive the Business

Look for New things
> Check “requests” each week
 Report on requests not entered via catalog
 Look for patterns of requests
> Process
 Walk the request process from start to finish
 Look for ways to streamline and automate
 “KISS”
> Talk to End Users
 Get their input
 Ask other support groups (Finance, HR, Security, etc)

Service Catalog a Way to Maintain Control

Top Requested Services
> IT Services
 File Share Access
 Application Access
 Email Distribution
> Human Resources
 New Employee On-boarding
 Supervisor Change
> Facilities
 Employee Moves

CMDB – Support Service
IT maintaining control of the process drivers

Control the Process
> Not just Hardware and Software
 Process diagram
 Policy and Procedure documents
> Setup review cycle
 Yearly at a minimum
 Document review
> Outside set of eyes
 Quality group good place to start to assist in review and
improvement process
> Put it in the CMDB
 Central source to control and record it

Diagram the Process

Document the process

Summary

What is CA’s Unified Service Model?
Components
Copyright © 2007 CA. All rights reserved.
CA confidential and proprietary information for CA internal use only. No unauthorized copying or distribution permitted
Service Components (CIs, Attributes, Relationships)
Key Indicators
FederationAPIs
Relationships
The Unified Service Model is implemented using a CMDB

Terms of This Presentation
This presentation was based on current information and resource allocations as of November
16, 2008 and is subject to change or withdrawal by CA at any time without notice.
Notwithstanding anything in this presentation to the contrary, this presentation shall not serve
to (i) affect the rights and/or obligations of CA or its licensees under any existing or future
written license agreement or services agreement relating to any CA software product; or (ii)
amend any product documentation or specifications for any CA software product. The
development, release and timing of any features or functionality described in this presentation
remain at CA’s sole discretion. Notwithstanding anything in this presentation to the contrary,
upon the general availability of any future CA product release referenced in this presentation,
CA will make such release available (i) for sale to new licensees of such product; and (ii) to
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maintenance and support on a when and if-available basis. In the event of a conflict between
the terms of this paragraph and any other information contained in this presentation, the terms
of this paragraph shall govern.

For Informational Purposes Only
Certain information in this presentation may outline CA’s general product direction. All
information in this presentation is for your informational purposes only and may not be
incorporated into any contract. CA assumes no responsibility for the accuracy or completeness
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ITIL V3 and the Unified Service Model

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