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8/12/2019 Service Catalog and CMDB: Complementary Tools for Managing and Aligning Services (215107645)
http://slidepdf.com/reader/full/service-catalog-and-cmdb-complementary-tools-for-managing-and-aligning-services 1/15
Service Catalog & CMDB:
Complementary Tools for Managing and
Aligning Services
NERCOMP Annual Conference
March 25, 2014
Ricardo Chavira
Associate Director, Service Management
Yale University
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8/12/2019 Service Catalog and CMDB: Complementary Tools for Managing and Aligning Services (215107645)
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Some Common Questions
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What makesfor a good
CMDB?
What makes for agood Service Catalog?
How do you track
your services?
How do you delivervalue?
8/12/2019 Service Catalog and CMDB: Complementary Tools for Managing and Aligning Services (215107645)
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• Comprehensive component view
• Labeling and Mapping of relationships
• But don’t stop there … what about Services?
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What makesfor a good
CMDB?
8/12/2019 Service Catalog and CMDB: Complementary Tools for Managing and Aligning Services (215107645)
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What makesfor a good
CMDB?
Label everything!
8/12/2019 Service Catalog and CMDB: Complementary Tools for Managing and Aligning Services (215107645)
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What makesfor a good
CMDB?
It’s all about the relationships
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8/12/2019 Service Catalog and CMDB: Complementary Tools for Managing and Aligning Services (215107645)
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• Level 1 – Comprehensive listing of services
• Level 2 – Request services systematically
• Level 3 – Automation, role-based provisioning
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What makes for agood Service Catalog?
8/12/2019 Service Catalog and CMDB: Complementary Tools for Managing and Aligning Services (215107645)
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• User-friendly set of categories- Email & Messaging - Teaching & Learning
- Collaboration - Support
- Network Services - Administrative Apps
• Consistent set of attributes- Name - Service Levels
- Description - Support
- Eligibility - Request7
What makes for agood Service Catalog?
8/12/2019 Service Catalog and CMDB: Complementary Tools for Managing and Aligning Services (215107645)
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• Level 1 – Comprehensive listing of services
• Level 2 – Request services systematically
• Level 3 – Automation, role-based provisioning
8
What makes for agood Service Catalog?
8/12/2019 Service Catalog and CMDB: Complementary Tools for Managing and Aligning Services (215107645)
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• Level 1 – Comprehensive listing of services
• Level 2 – Request services systematically
• Level 3 – Automation, role-based provisioning
9
What makes for agood Service Catalog?
8/12/2019 Service Catalog and CMDB: Complementary Tools for Managing and Aligning Services (215107645)
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• Link internal work of IT (CMDB) with user-facingservices (Catalog)
• Manage services as CIs– Public-facing, consumable service
– Robust tracking & management
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How do you trackyour services?
8/12/2019 Service Catalog and CMDB: Complementary Tools for Managing and Aligning Services (215107645)
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• Keep CMDB & SC in synch
• Process and tool
• CMDB CI attributes = Service Catalog attributes
• Service Costing
• Business Continuity11
How do you trackyour services?
8/12/2019 Service Catalog and CMDB: Complementary Tools for Managing and Aligning Services (215107645)
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• Alignment Integrated service-centric perspective
• Focus on IT assets Value of your services
• Service Management efforts in context of value touser
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How do youdeliver value?
8/12/2019 Service Catalog and CMDB: Complementary Tools for Managing and Aligning Services (215107645)
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Some caveats …
• This is still very much a work in progress
• CMDB , Catalog still under development
• Some of this can be hard to do
• Paying off in terms of giving us focus on services
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How do youdeliver value?
8/12/2019 Service Catalog and CMDB: Complementary Tools for Managing and Aligning Services (215107645)
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Summary takeaways
• Value of IT services makes you relevant
• IT Services require robust IT components.
• IT configuration items only valuable to the extent
they deliver services.
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Questions?
Ricardo Chavira Associate Director, Service Management
Yale University [email protected]
