THE NEXT GENERATION CMDB - ALIGNING IT TO BUSINESS

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1 WIPRO CONSULTING SERVICES THE NEXT GENERATION CMDB - ALIGNING IT TO BUSINESS SERVICE MODELING IS CRITICAL ACROSS INDUSTRIES TO DELIVER SERVICE CENTRIC VIEW TO THE IT. DO BUSINESS BETTER

2 Today, most organizations have high reliance on the IT systems that support business services. Given rapid growth in technology options, the IT systems have become increasingly sophisticated, with multifaceted/ hybrid interdependencies of virtualized, cloud and outsourced operations that are evolving continuously. Effective management of dependencies across various technology components and the value chain starting from business services to the lowest IT layer dictates the reliability and resilience of services. Any lapses could affect customer satisfaction, branding, loss of customer loyalty and revenue downturn in addition to affecting regulatory requirements. To address these challenges, organizations should have an end-to-end view of their IT landscape, from infrastructure to the business services offered to customers. Many organizations implement CMDB (Configuration Database) to acquire a better view of their IT landscape. However, most of them are unable to realize the effect of the failure of critical components in the value chain. This reduces their ability to take proactive steps in order to mitigate negative business impact. The key reason for this is the lack of visible relationships between the IT and the layer.

3 CMDB DRIVEN BY SERVICE MODELING IS THE ANSWER The solution enables organizations to have a bird s eye view on their complete IT landscape, reduce IT expenditure progressively, reduce deployment and provisioning cycle time, improve turnaround time and control IT components and services centrally. Wipro's Service Modelling Framework is a tool agnostic and process oriented end-to-end mapping of components in the Layer (Services and Processes) and the IT Layer (Services, Applications and Infrastructure). It captures their inter-relationships to establish a Service centric single system of records for an enterprise s IT landscape. WIPRO S SERVICE MODELING CONCEPTUAL MODEL AND FRAMEWORK THE FOLLOWING DIAGRAM DEPICTS THE CONCEPTUAL VIEW OF SERVICE MODELING Data Consumers Service IT Service Enterprise Architecture IT Automation/ Consolidation Application/Infra Portfolio Monitoring and Impact Reporting and Analytics Other Processes Service process Layer IT Services Supported By Services Realized By Processes Application/ Logical Layer Gets Data Other Applications Provides data Application(s) Components/Module Software Product(s) Webservers, Middleware etc. Database(s) Infrastructure/ Physical Layer Other Infra CI s Connected To Server(s)/ Mainframe Network Component(s) Connected To Storage devices Runs On Data Providers Service Portifolio Product Catalogue Application/Infra Lifecycle Process Tool Landscape Enterprise Architecture Discovery Agents Federated Data Stores 02

4 DATA CONSUMERS: The CMDB is at the heart serving as a single system of record for an enterprise IT landscape. It can be used by many Teams/Functions/Processes to deliver IT/ services and capabilities. CMDB becomes key for most transformation initiatives like Service Integration, Resilience, /IT Service, IT Automation and Consolidation, TCO, Analytics etc. The CMDB design should address all stakeholders, process owners, business scenarios and use-cases for various data consumers. DATA PROVIDERS: All the existing and new sources of data (e.g. Service/Application catalogue, Discovery Agents, existing CMDBs, Tools) within IT enterprise will play an important role in CMDB design and implementation. All existing data providers should be identified before starting CMDB initiative. This helps in the re-usability of existing data/info and reduces entire implementation cycle time. THREE LAYERS OF CMDB: Scope and granularity of Configuration Items (CIs) should be captured in each layer of the CMDB (see #1, 2 and 3 below) for creating a fit-for-purpose Data Model. This should be decided during the Architecture and Design phase of the implementation. 1. SERVICE AND PROCESS LAYER consisting of Services, IT Services, Processes. 2. LOGICAL/ APPLICATION LAYER consisting of Application landscape, both COTS and home grown application. 3. PHYSICAL/ INFRASTRUCTURE LAYER consisting of infrastructure landscape computing devices, network devices etc. 03

5 SERVICE MODELING: IMPLEMENTATION FRAMEWORK KEY ELEMENTS OF SERVICE MODELING IMPLEMENTATION FRAMEWORK FOCUS AREAS Case Requirements & Use Cases Stakeholders Processes Data Technology PRINCIPLES ENABLERS PHASES IMPLEMENTATION PHASES Strategy & Roadmap Architecture & Design Pilot & Refine Phased Rollout Operate Transfer FOCUS AREAS KEY ENABLERS IT Service Enterprise Architecture Application Lifecycle Process Programme & Project SERVICE MODELING FRAME WORK GUIDING PRINCIPLES Justification Focus on Services Data Provider/Consumer driven Data Federation Consolidate & Collaborate SERVICE MODELING: IT LANDSCAPE BEFORE AND AFTER Services Catalogue BLAs CFS s Processes IT Applications IT Landscape Services IT Infrastructure IT Services IT Infra structure IT Service IT Applications Application Lifecycle Software Asset Service Models IT Services Catalogue SLA s OLAs KPI s Processes Activities Rules Integration Information 04

6 BENEFITS BEYOND TRADITIONAL CMDB Service Modeling is becoming a necessity across all industries where IT is rapidly changing product and service design, production, sales and service. These industries can experience benefits of Service Modeling that extend beyond traditional CMDB implementations. The benefits include: Single system of record for an enterprise s IT landscape Measurement and reporting of IT services (SLAs, BLAs, KPIs) ITSM, BPM and Application Lifecycle (ALM) Traceability Foundation for TCO and Charge Back models Drive automation across infrastructure and applications Prerequisite and a building block for predictive analytics exercise QUANTIFIABLE BENEFITS MAY INCLUDE Up to 30% reduction in change related incidents and Right First Time releases 30 Up to 30% reduction in time spent on impact analysis of changes across IT landscape Up to 25% reduction in Meant Time to Resolve (MTTR) for production incidents Up to 25% reduction in time taken for service restoration and RCA 20 Up to 20% reduction in Cycle Time for designing and architecting new systems into IT landscape

7 CASE-STUDY Wipro was consulted and entrusted with formulating the strategy and roadmap for Service Modeling for a leading bank in South Africa. Wipro designed and implemented Service Modeling covering multiple application portfolios cutting across various Technology stacks - Open Systems, Mainframe, SAP, Middleware, etc. The engagement was done in a Build - Operate Transfer model, in collaboration with multiple business units. This helped the Bank to achieve end to end visibility of their IT landscape from Services to Applications to Infrastructure. This has delivered various short term and long term benefits such as enabling Change Impact Analysis, supporting IT Service, laying foundation for TCO (Total Cost of Ownership), driving for IT automation, application portfolio rationalization, etc. CUSTOMERS QUOTE It is a pleasant experience to work with the CMDB team. They are delivery focused, share industry best practice and tailor this to the needs our organization. They have the client organization s interests at heart and go the extra mile to ensure that the solution is sustainable and fit-for-purpose. They go the extra mile in ensuring teams within the client organization are appropriately trained and understand the solution. It has been a pleasure working with Sudheer and the team. They are very knowledgeable and bring industry best practice into their solutions. The team drives delivery effectively and builds good relationships across the client network. The project was a huge undertaking, but milestones were effectively managed and the timelines were met, including the final big one. There were obstacles on the journey but the team effectively managed these. I look forward to the continued partnership between us and the team. For further information please reach out to [email protected], [email protected] 06

8 ABOUT WIPRO CONSULTING SERVICES Wipro Consulting Services (WCS) is a key differentiator for Wipro Limited. WCS consults and leads organizational and business process transformation to improve performance, increase effectiveness, reduce costs and improve resilience. It introduces leading edge practices and offers business advisory, business and functional transformation, IT consulting and risk and compliance services to many of the world s leading organizations, governments and institutions. ABOUT WIPRO LTD. Wipro Ltd. (NYSE:WIT) is a leading Information Technology, Consulting and Process company that delivers solutions to enable its clients do business better. Wipro delivers winning business outcomes through its deep industry experience and a 360 degree view of " through Technology" - helping clients create successful and adaptive businesses. A company recognized globally for its comprehensive portfolio of services, a practitioner's approach to delivering innovation, and an organization wide commitment to sustainability, Wipro has a workforce of over 150,000 serving clients in 175+ cities across 6 continents. For more information, please visit DO BUSINESS BETTER CONSULTING SYSTEM INTEGRATION BUSINESS PROCESS SERVICES CORPORATE OFFICE, WIPRO LIMITED, DODDAKANNELLI, SARJAPUR ROAD, BANGALORE , INDIA. TEL : +91 (80) , FAX : +91 (80) Wipro Limited 2015 IND/B&T/JAN-JUN 2015