CONFIGURATION MANAGEMENT
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1 CONFIGURATION MANAGEMENT NOT HOW LOW, BUT HOW HIGH, AND WHY Matthew Burrows BSMimpact 1
2 BUSINESS SERVICE MANAGEMENT (BSM) Business Service (BSM) An approach to the management of IT Services that considers the Business Processes supported and the Business value provided. This term also means the management of Business Services delivered to Business Customers. ITIL V3 Glossary Business service management dynamically links business-focused IT services to the underlying IT infrastructure Forrester As 76% of the IT budget goes to operations, firms that implement BSM can potentially save 25% of their overall IT budget Forrester Relies on: Understanding metrics the business use to decide if service provider is delivering value Linking these metrics and the business services to the infrastructure components Essential BSM capabilities: Asset basic understanding of the CIs Rigorous service management processes ITIL Service Level measure service performance Configuration discovery (automated) link services, processes and infrastructure CIs CMDB assets, applications, services and their dynamic relationships Service Modelling processes, products & services 2
3 BUSINESS SERVICE MANAGEMENT (BSM) Business Service (BSM) An approach to the management of IT Services that considers the Business Processes supported and the Business value provided. This term also means the management of Business Services delivered to Business Customers. ITIL V3 Glossary Business service management dynamically links business-focused IT services to the underlying IT infrastructure Forrester As 76% of the IT budget goes to operations, firms that implement BSM can potentially save 25% of their overall IT budget Forrester Relies on: Understanding metrics the business use to decide if service provider is delivering value Linking these metrics and the business services to the infrastructure components Essential BSM capabilities: Asset basic understanding of the CIs Rigorous service management processes ITIL Service Level measure service performance Configuration discovery (automated) link services, processes and infrastructure CIs CMDB assets, applications, services and their dynamic relationships Service Modelling processes, products & services 3
4 SERVICE ASSET & CONFIGURATION MANAGEMENT Asset: Any Resource or Capability. Assets of a Service Provider include anything that could contribute to the delivery of a Service. Assets can be one of the following types:, Organisation, Process, Knowledge, People, Information, Applications, Infrastructure, and Financial Capital. ITIL V3 Glossary 4
5 SERVICE ASSET & CONFIGURATION MANAGEMENT Configuration System (CMS): A set of tools and databases that are used to manage an IT Service Provider s Configuration data. The CMS also includes information about Incidents, Problems, Known Errors, Changes and Releases; and may contain data about employees, Suppliers, locations, Business Units, Customers and Users. The CMS includes tools for collecting, storing, managing, updating, and presenting data about all Configuration Items and their Relationships. The CMS is maintained by Configuration and is used by all IT Service Processes. ITIL V3 Glossary 5
6 EXAMPLE CONFIGURATION MANAGEMENT SYSTEM 6
7 SERVICE KNOWLEDGE MANAGEMENT SYSTEM Service Knowledge System (SKMS): A set of tools and databases that are used to manage knowledge and information. The SKMS includes the Configuration System, as well as other tools and databases. The SKMS stores, manages, updates, and presents all information that an IT Service Provider needs to manage the full lifecycle of IT Services. ITIL V3 Glossary 7
8 SERVICE KNOWLEDGE MANAGEMENT SYSTEM (SKMS) 8
9 RELATIONSHIPS 9
10 SERVICE ASSETS & CIS Service Portfolio & Service Catalogue Customer Portfolio & Contract Portfolio Service Design Package Service Model Suppliers & Supporting Contracts Service Processes & Policies Test plans & Release documentation Service Support & Operations Models User & support documentation Service Improvement Plans Service Reports 10
11 SERVICE MODELS Service models describe the structure and dynamics of a service ITIL V3 A service model is a set of managed configuration data that can be viewed from a number of customer, contracting, business service, technology service and ICT architecture perspectives. These views provide relationship context to configuration items, network elements, customers, customer contracts, service contracts, OLA s, underpinning contracts etc. The service model itself is a composite of related data and is not a construct in it own right. 11
12 EXAMPLE FRAMEWORK Customer Customer Reports Business Unit Service Contract Contract Schedules Business Services Service Catalogue BRM SRM Technology Services Internal Reports OLA OLA OLA OLA OLA UC UC UC UC UC UC UC UC UC SPM SLM 12
13 PROMISE, MEASURE, MANAGE Suppliers Service Level Service Reporting Budgeting & Accounting for Services Underpinning Contract Service Contract SLA Business Units Act Supplier Performance Technology Business Relationship Capacity Products & Services Plan Service Models 90 CMDB Configuration Check Systems & Infrastructure Customers Incident Information Security Service Desk Do Problem Release Service Continuity & Availability Change Service processes Relationship Processes Service Delivery Processes Control & Release Processes Monitoring & Resolution Processes Service Service Contracts confirm agreed service levels with the business, reflecting commitments to customers Service Level translates them into performance requirements of internal & external suppliers (OLAs & UCs) Service Reporting against contractual commitments (SCs, OLAs & UCs) Service Models are views of the relationships between the services and the infrastructure, highlighting dependencies to meet contracted service levels, improving change impact assessment and fault resolution 13
14 SERVICE MODEL SERVICE CONTRACTS, OLA & UC VIEW Business Service 1 UC1 Service Contract1 Service Contract2 Service Contract3 Service Contract4 Service Contract5 OLA A OLA B OLA C OLA D OLA E UC2 UC3 UC4 UC5 UC6 UC7 UC8 UC9 14
15 SERVICE MODEL - BUSINESS SERVICE TO INFRASTRUCTURE CONFIGURATION ITEMS & NETWORK ELEMENTS Business Service1 Related Application List & detail Related Databases & detail Related Server List & detail Related Storage Arrays & detail Related Network Elements & detail 15
16 SERVICE MODEL SERVICE CONTRACT TO BUSINESS SERVICES RELATIONSHIPS BY BUSINESS IMPORTANCE Service Contract 1 High Medium Low Business Service A Business Service D Business Service G Business Service B Business Service E Business Service H Business Service C Business Service F Business Service I 16
17 SERVICE MODEL - BUSINESS SERVICE/MAJOR SYSTEMS VIEW Business Service 1 (Business Importance: High; Business Hours: 24x7) System A (Criticality 0; Service Hours 24x7) System B (Criticality 1; Service Hours 8x5) System C (Criticality 2; Service Hours 8x5) System D (Criticality 0; Service Hours 24x7) System E (Criticality 3; Service Hours 8x5) Network (Criticality 0; Service Hours 24x7) 17
18 SERVICE MODEL MAJOR SYSTEMS VIEW/SUPPORT MODEL SYSTEM A Architecture Model: e.g. High Resilience Model % Design Limits Criteria: e.g. 50,000 transactions per hour Support Hours: e.g. 24x7 all Technology Services Infrastructure Hosting Service: e.g. Level 1 Platform Mgt. Service: e.g. Level 1 Storage Mgt. Service: e.g. Level 1 Database Mgt. Service: e.g. Level 1 System Monitoring Service: e.g. System & application level Data Protection Service: e.g. Level 2: Daily Incremental; Weekly Full: Daily Off site Application Mgt. Service: e.g. Level 1 Disaster Recovery Regime: e.g. Full; DR Test Regime Jan & June Change Window: e.g. 0200h 0500h Sat/Sun Maintenance Window: ; 1st day of month Release Schedule: e.g. Monthly & Quarterly only 18
19 EXAMPLE SERVICE MODEL Blackberry Install Setup Use Pay Help Infrastructure installation User accounts Internet Access PIM Synchronisation Billing Support GPRS Exchange system GPRS 19
20 QUESTIONS? Matthew Burrows BSMimpact.com 20
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