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HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 1
© 2016 HGConcept All Rights Reserved
SERVICE DESIGNDESIGN YOUR BUSINESS SERVICES AND ALIGN WITH EA
Hichem GuemiriSERVICENOW SOLUTION [email protected]+1 (514) 247-0825
Maxime CarrierSERVICENOW SOLUTION [email protected]+1 (514) 962-6136
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 2
© 2016 HGConcept All Rights Reserved
AGENDA
• Introduction
• Strategy
• Définitions
• Modeling
• Structure
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 3
© 2016 HGConcept All Rights Reserved
SERVICE
DEPENDENCY
FINANCIAL
MANAGEMENTSOFTWARE
LICENSING
VENDOR
MANAGEMENT
PROCUREMENT
CLIENT
MANAGEMENT
SERVICE
CATALOG
PROBLEM
MANAGEMENT
INCIDENT
MANAGEMENT
CHANGE
MANAGEMENT
CONFIGURATION
MANAGEMENT
REQUEST
FULFILLMENT
ORCHESTRATION
CONFIGURATION
AUTOMATION
SYSTEMS
INTEGRATION
DATABASE
MANAGEMENT
DISCOVERY
DATA CENTER
AUTOMATION
EVENT
MANAGEMENT
BUSINESS
STRATEGY
ENTERPRISE
ARCHITECTURE
PROCESS
DESIGN
PROCESS
ASSESSMENT
CLOUD
MANAGEMENT SERVICE
MAPPING &
DESIGN
SERVICE
DESIGN
SYSTEMS &
NETWORK
MANAGEMENT
RISKS &
COMPLIANCE
I.T GOVERNANCE
CMDB
HR
LEGALGRC
APPLICATION
DEVELOPMENTDATA
MIGRATION
WORKFLOWS
CUSTOM
INTEGRATION
ASSET
MANAGEMENT
OPERATIONS
MANAGEMENT
APPLICATION
MANAGEMENT
PROCESS
AUTOMATION
BUSINESS
MANAGEMENT
SERVICE
MANAGEMENT
I.T
PLANNING
SERVICE
PORTFOLIO
FACILITIES SDLC
SERVICE
MAPPING
VIRTUALIZATION
MANAGEMENT
PROVISIONING
STORAGE
MANAGEMENT
EMPLOYEE
PORTAL
BACKUP
MANAGEMENT
SECURITY
ALERTS
TRAINING
CAPACITY
MANAGEMENT
AVAILABILITY
MANAGEMENT
BUSINESS
CONTINUITY
ROADMAP
STRATEGY
ACQUISITION
AT THE HEART OF YOUR SERVICE MANAGEMENT! THE CMDB…
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 4
© 2016 HGConcept All Rights Reserved
SERVICENOW… A SHARED ARCHITECTURE
STORAGE
BACKUP
NETWORK
TELECOM
DATA CENTER
VIRTUALIZATION
SERVERS
INCIDENT
MANAGEMENT
RESPOND TO INCIDENTS / RESTORE SERVICE
SERVICE
CATALOG MANAGEMENT
SERVICE ASSET &
CONFIGURATION
MANAGEMENT
Identify CI s & Dependencies
Manage Service Models
REPORT
MANAGEMENT
PROBLEM
MANAGEMENT
REQUEST
FULFILLMENT
CHANGE
MANAGEMENT
SUPPORTSSUPPORTS SUPPORTS
EVENT
MANAGEMENT
EVENT PROCESSING
EVENT RESPONSE
EVENT INTEGRATIONS
EVENT CORRELATION
EVENT ANALYTICS
SUPPORTS
INTEGRATES WITH
SERVICE LEVEL
MANAGEMENT
KNOWLEDGE
MANAGEMENT
NETWORK
FLOW
DATABASE
APPLICATIONS
SNMP
TRAPS
WMISYSLOGSWEB
SERVICESSCRIPTS
SERVICENOW
CMDB
STAFF
IT ANALYSTS
SYSTEMS
ADMINISTRATORS
CUSTOMERS
DATA
PROVIDED BY
SERVICE DESK
FUNCTION
SERVICE
CATALOG
SERVICE
ADMINISTRATION
SERVICE
DELIVERY
SERVICE
PRODUCING
SYSTEMS
SERVICE
CONSUMERS
SERVICE
REQUEST
SERVICE
SUPPORT
WEB PORTAL
SERVICE PORTAL
WEB ACCESS BASED ON ROLE
SERVICE
RECEIVING END POINT
SERVICE
PROVIDERS
SERVICE
SUPPORT
SERVICES
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 5
© 2016 HGConcept All Rights Reserved
SERVICE AWARE OPERATIONS
MONITOR
ALERT
AUTOMATE
CHANGE
OPERATIONS MANAGEMENTTECHNOLOGY CENTRIC
SERVICE MANAGEMENTSERVICE CENTRIC
BUSINESS SERVICES
CMDB
DISCOVER
PROVISION
SERVICES
NETWORKTELECOM
DATA CENTER
STORAGEBACKUP
DATABASES
SERVERS
APPLICATIONS
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 6
© 2016 HGConcept All Rights Reserved
STRATEGY
Establish EA definition
Establish CMCDB Definition
Establish SC Definition
Establish Data Dictionary
Establish a naming convention for CMDB / SC
Service Catalog attributes
Relationships within the Service Catalog
Service CI’s attributes
Relationships between Services and other CI’s
Data Model / Structure
Review Federation & Data Sources
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 7
© 2016 HGConcept All Rights Reserved
IMPLEMENT SC WITHIN CMDB
Define Service [CI] Definition
Define Service Catalog Definition
Define Service [CI] Modeling Layers
Define Service Catalog Structure
Establish Data Dictionary Establish a naming convention for CMDB / SC
Service Catalog attributes
Relationships within the Service Catalog
Service CI’s attributes
Relationships between Services and other CI’s
[CI] & Service Ownerships
[CI] Data Model / Structure
Review Federation & Data Sources
Document Process Map and procedures
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 8
© 2016 HGConcept All Rights Reserved
DEFINITIONS
ENTERPRISE ARCHITECTURE Plans and governs implementation of the business needs.
IT SERVICE MANAGEMENT Manages IT Services that support business solutions
SERVICE CATALOG [SC] Communicates Standard IT Services to customers in clear and familiar terms
Provides a centralized channel though which end users can request standardized, IT servicebundles.
SERVICE OFFERING A Service Offering is a defined entry in the enterprise service Catalog. It is a measurable and specific
offering of the IT organization to external clients.
EA
ITSM
SC
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 9
© 2016 HGConcept All Rights Reserved
WHAT IS A SERVICE?
Definition of a service, according to ITIL: A means of delivering value tocustomers by facilitating outcomes customers want to achieve.
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 10
© 2016 HGConcept All Rights Reserved
ENTERPRISE ARCHITECTURE OBJECTIVES
Includes a formal description of a system, or a detailed plan of thesystem at component level to guide its implementation
Document the structure of components, their inter-relationships, andthe principles and guidelines governing their design and evolution
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 11
© 2016 HGConcept All Rights Reserved
INTERACTIONS BETWEEN EA, SC and CMDB
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 12
© 2016 HGConcept All Rights Reserved
SERVICE ARCHITECTURE
Business Service
Business Sub-Service
TECHNOLOGY LAYER
[Infrastructure]
BUSINESS LAYER
[Service Offering]
Business Process / Function
APPLICATIONS
MIDDLEWAREHARDWAREDATABASE
STORAGENETWORKFACILITIES
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 13
© 2016 HGConcept All Rights Reserved
STEPS TO DEFINE A SERVICE
Identify Business Objectives
And Structure
Select a key Services
Set & Define Attributes
with Service Owner
Integrate Existing Data Sources
Supplement with Discovery Data
Automate Reconciled Data
Synchronize Over-Time to Ensure
Accuracy
ITERATIVE LIFECYCLE METHODOLOGYHow to Design and document a Service ?
1- Set a clear objective
2- Identify a Business Service
3- Work with Service Owners to review and define
attributes
4- Leverage existing tools information to populate
ci s attributes
5- supplement information with Discovery tools
6- Reconcile and automate Data
7- synchronize data on an ongoing basis to ensure
accuracy
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 14
© 2016 HGConcept All Rights Reserved
EA APPROACH – SERVICES DEFINITIONS
BUSINESS SERVICE is defined as a service that fulfills abusiness need for a customer (internal or external to theorganization).
APPLICATION SERVICE is defined as a service that exposesautomated behavior.
TECHNOLOGY SERVICE is defined as an externally visibleunit of functionality, provided by one or more nodes,exposed through well-defined interfaces, and meaningful tothe environment.
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 15
© 2016 HGConcept All Rights Reserved
SERVICES ORIENTED MODEL
A layered view provides a natural way to look at service-oriented models. The higher layers use services that are provided by thelower Layers. [ArchiMate distinguishes three main layers]
BUSINESS LAYER offers products and services to external customers, which arerealized in the organization by business processes performed by business actorsand roles.
APPLICATION LAYER supports the Business Layer with application serviceswhich are realized by (software) application components.
TECHNOLOGY LAYER offers infrastructural services (e.g., processing, storageand communication services) needed to run applications, realized by computerand communication hardware and system software.
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 16
© 2016 HGConcept All Rights Reserved
SERVICES MODELING LAYERS
External
Business Service
Internal
Business Service
Internal
Infra. Service
External
Infra. Service TECHNOLOGY LAYER
APPLICATION LAYER
BUSINESS LAYER
Customer
External
Application Service
Internal
Application Service
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 17
© 2016 HGConcept All Rights Reserved
SERVICE ATTRIBUTES
Service Name
Description
Service Type [Business / Application / Infrastructure]
Service Category
Service Owner
Validated Date
Validated by
Service Status
Start Date
End Date
Version
Service Code [ID]
Service Environment
Service Level priority
Service Level Agreement (SLA)
Default Field
Custom Field
In Discussion
ENTE
RP
RIS
E A
RC
HIT
ECTU
RE
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 18
© 2016 HGConcept All Rights Reserved
EA – SERVICE RELATIONSHIPS
PROVIDER DEPENDANT RELATIONSHIP
Business Service Business Service Composed of
Business Service Process CI Realizes
Process CI Application Service Uses
Application Service Application Service Composed of
Application Service Application CI Realizes
Application CI Application Service Uses
Application CI Infrastructure Service Uses
Infrastructure Service Infrastructure CI Realized by
Infrastructure CI Infrastructure CI Composed of
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 19
© 2016 HGConcept All Rights Reserved
SERVICE CI OWNERSHIP
Owner
Who bought the hardware?
Who bought the software?
Who bought the licenses for the software products?
Management Owner
Who manages the CI in the environment ?
Who provides sys admin duties on the CI ?
Who Accepts the Changes on the CI?
Service Owner
What services are provided by the device?
Who owns that service
Who Provides that service
Defines that service / Restricts or allows that service ?
Users
Who uses the CI?
Who physically has the CI under their personal control
Governance
Who Audits the CI?
HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 20
© 2016 HGConcept All Rights Reserved
SERVICENOW BOOKS BY HGCONCEPT
Hichem GuemiriSERVICENOW SOLUTION [email protected]+1 (514) 247-0825
Maxime CarrierSERVICENOW SOLUTION [email protected]+1 (514) 962-6136