MANAGING THEHE TECHNICAL COMPLEXITY OF A AILWAY COMPANY. February, Our service is your success
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1 MANAGING THEHE TECHNICAL COMPLEXITY OF A RAILWAY COMPANY AILWAY COMPANY February, 2008 Our service is your success
2 THE GOAL SBB Infrastructure Reduction of minutes of delay from currently min./month -> min./month Avoid malfunctions clean processes, work seriously, build technical redundancies Error-free intervention intervention mgmt (change mgmt) is one of the most important processes 40% of malfunctions to be recognized and repaired before they can affect train operations proactive alarms with a view to the affect on operations, clearly defined requirements (SLA), ensure redundancies Proactive maintenance diagnostic systems provide information on the condition of the installations and permit maintenance to prevent malfunctions Structure repair time as efficient as possible in case of malfunctions optimize monitoring and alarms; ensure they are cause-oriented, ensure information on installations and locations is present and accessible for the entire organization SBB Infrastructure Service Management 2
3 Our train network SBB Infrastructure Service Management 3
4 Handling current alarms and malfunctions Infrastructure Monitor (Alarm management) The infrastructure monitor prioritizes events and alarms according to urgency and sets numerous events in relation to one another All events and alarms are sent to the alarm manager, the infrastructure monitor Element Manager A Element Manager B Element Manager X For each installation (platform) various element managers collect events as they occur for each assigned platform and make it possible to operate and configure the corresponding technology SBB Infrastructure Service Management 4
5 Infrastructure monitoring: display (I) Geographic view SBB Infrastructure Service Management 5
6 Infrastructure monitoring: display (II) Alarm view SBB Infrastructure Service Management 6
7 Infrastructure monitoring: display (III) Alarm view with direct TT issuance SBB Infrastructure Service Management 7
8 Infrastructure monitoring: display (IV) Graphical alarm view per platform (to-do) SBB Infrastructure Service Management 8
9 Infrastructure monitoring: display (V) Topological view SBB Infrastructure Service Management 9
10 Visualizing current performance Service Assurance Monitor Korrelation Correlation Infrastructure Assurance monitor Service Monitor Event Monitoring Element Element Element Manager Manager Manager A B X Events from the infrastructure monitor are correlated in the service monitor and service-relevant effects are visualized in the service monitor Various element managers collect events as they occur and send them to the infrastructure monitor Platform view Service view SBB Infrastructure Service Management 10
11 Target-performance comparison The service management database (SMDB) stores the agreed-upon services as an entity (target) The service monitor uses the data from the infrastructure monitor to visualize the current situation (performance) Any breach of an agreed-upon service is automatically documented with a trouble ticket and visualized in the service monitor (target-performance comparison) Service monitor Service Assurance Korrelation Correlation Service Monitor IST target performance SOLL Vereinbarungen Agreements Service Inventar Instanz Katalog Infrastructure Assurance monitor Event Monitoring Trouble Ticket Service mgmt Inventory database Produkt Katalog SBB Infrastructure Service Management 11
12 The service monitor SBB Infrastructure Service Management 12
13 Service monitoring View of display of relevant alarm SBB Infrastructure Service Management 13
14 Ser vi ce Database Pr oduct Database Ser vi ce Database Pr oduct Database Elements within SBB Service Management Service Architecture Service Portfolio Business Services Standard Services Standard Desktop Services Standard Mobile Desktop Voice Standard Desk Mobile Voice Mobile Desk Voice Mobile Business Application Services ERP Business (SAP) Application Services Reservati ERP (SAP) on System Servi ce Veranlagungssystem Reservati on System (STV) Servi ce Planung Veranlagungssystem & Disposition (STV) Planung & Disposition IT Support Services Online IT Support Reporting Services Service Online Desk Reporting Service Desk 1 Standard Services / Individual Services / Basis Services Value Added Services UnmanagedBW ManagedBW Glasfasern Unmanaged BW Services Managed BW Kupferkabel Glasfasern < Services 2 Mbps Kupferkabel < 2 Mbps > 2 Mbps > 2 Mbps E -Mail DMZ Internet RAS DMZ DNS Internet DHCP DNS AAA RAS DHCP AAA 2 IP Services LAN IP Services WAN LAN WAN Internet Common Internet IP Services Common IP Services System Services Server System Services Client Server Voice Client System Tape Voice Roboter System Tape Roboter ITSM Prozesses Office SAP Office STV SAP RRS STV RRS Basisdokumente Service Portfolio Service Description Factsheet Service Level Service Definition / SLD Description Preise & Konditionen Service Dekomposition ITSM Tool Architecture Client / User Client / User Accounting / Billing Information Provisioning Business Assurance Information Impact Service Inventory Handling Strategie Aufbau Install Operation Betrieb SLA Rahmenvertrag (Mengen, Service Levels, Preise) AGB Kundenspezifische Dokumente 3 Rechnung Reports Service Assurance Korrelation Infrastructure Assurance Element Element Mgr Mgr Event - Monit or Service Desk Service Desk Element Mgr Trouble Ticket Service Inventory + Client Product Definition 55 Optimierung Optimation / Weiterentwicklung Service Lifecycle 4 Technical Inventory Offering / Offering / Pricing Pricing Information Information SBB Infrastructure Service Management 14
15 Service Architecture Kunde Customer / Anwender / User / Business / Processes Prozesse sap Service Bundles / Business Services SLA SLA, OLA, UC Standard Services / Basic Services (i)sap Individual Services / SLA, Value Added Services OLA, UC Legende: Legend: SLA = Service Level Agreement; (i)sap = (intermediate) Service Access Point OLA = Operational Level Agreement; UC = Underpinned Contract / Lieferantenvertrag BSA SBB Infrastructure Service Management 15 BSA
16 Service Descriptions Documents Basic documents Service Portfolio Service Level Definition / SLD Factsheet Service Description Prices & Conditions Service Decomposition Framework contract SLA (Quantities, Service Levels, Prices) Bill General terms an conditions Customer documents Reports SBB Infrastructure Service Management 16
17 Example for a Decomposition Verkaufen, Führen, Verwalten Business Service: Standard Desktop LAN Anschluss Client Server Common IP Services Switch VLAN HW/OS Client Application HW/OS Application A DHCP DNS DMZ Funktionen bzw. Eigenschaften: Desktop oder Laptop PC mit vorinstalliertem Betriebssystem Lokale Applikationen gemäss Liste Zugriff auf zentrale Services für File Management und generell verfügbare Applikationen gemäss Liste IP Konnektivität über LAN und WAN in allen erschlossenen Gebäuden Service Level Regeln: Service Down, wenn ein Basis Service Down ist Verfügbarkeit: 4 h; Service Zeit und Support Zeit 7 x 24 h SBB Infrastructure Service Management 17
18 Service Management Tools Other (Inventory-) Systems CI-Daten SMDB [..] Service Monitor [Netcool] CI-Daten Other (Inventory-) Systeme Asset-Daten AMDB Infrastructure Monitor [Netcool] Manual Input, csv-import NAS QIP Element Ma- Element Manager [..] SDH nager BTA Frequentis [..] [..] SBB Infrastructure Service Management 18
19 Service management platform customer Service management center customer SMDB Service monitor Service Management DB Service Inventory Processes Malfunction management Intervention management Alarms Maintenance management Acquisition customer Kunde contract Vertrag SLA sap CI Asset Equipment Platform Plattform Technologie Technology Supplier Lieferant Infrastructure monitor AMDB EM 1 EM n Product House EM 1 EM n Product House EM 1 EM n Product House EM 1 EM n Product House Asset Management DB Telecom ETCS Electro installations... SBB Infrastructure Service Management 19
20 Service Management Data Model: From Infrastructure to Service Service Management SMDB Pricing Customer Contract Service Level Agreement Service Access Point Customer Focus Service Naming Service Configuration CI Mapping CI to Assets Asset Infrastructure Management Asset DB Costing Equipment Platform Technology Infrastructure-Manager System Configuration Platform Naming Technology Focus SBB Infrastructure Service Management 20
21 THE RESULT: SATISFIED CUSTOMERS SBB Infrastructure Service Management 21
22 THANK YOU VERY MUCH FOR YOUR ATTENTION! roland SBB Infrastructure Service Management 22
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