9 June 2015 Michael Stroh BCS CMSG Conference. Service Maps. From Server to Service Management

Transcription

1 9 June 2015 Michael Stroh BCS CMSG Conference Service Maps From Server to Service Management

2 Agenda What is a Service Map? The Benefits of Service Mapping Service Maps Help Business Services Manual and Automated Service Maps Auto Service Maps How They Work The Market For Service Mapping Tools Conclusion 2

3 Agenda What is a Service Map? The Benefits of Service Mapping Service Maps Help Business Services Manual and Automated Service Maps Auto Service Maps How They Work The Market For Service Mapping Tools Conclusion 3

4 A service map show relationships between a business service and its IT components What s in a name? that which we call a rose By any other name would smell as sweet; - Shakespeare Service Map Service Model Service Dependency Map Business Service Map Application Service Map Software Configuration List Collaborative Application Map 4

5 Agenda What is a Service Map? The Benefits of Service Mapping Service Maps Help Business Services Manual and Automated Service Maps Auto Service Maps How They Work The Market For Service Mapping Tools Conclusion 5

6 Service maps help to create a service view of IT Map information is stored into the CMDB Instead of a server oriented view, we now have a service oriented view of IT 6

7 Service maps are useful with ITSM and DCM Map info stored in the CMDB CMDB data accessed by IT Service Management (ITSM) processes CMDB data accessed by Data Centre Migration (DCM) projects ITSM processes and DCM projects are now service-aware 7

8 IT and the Business can now speak the same language CMDB now acts as a translator and navigator for Business and IT Business service owners KPI is the uptime and reliability of the service Service maps contain relationships that, properly used, support this KPI Infrastructure owners know what services are affected by outages and changes 8

9 Agenda What is a Service Map? The Benefits of Service Mapping Service Maps Help Business Services Manual and Automated Service Maps Auto Service Maps How They Work The Market For Service Mapping Tools Conclusion 9

10 Today, enterprises are dependent on business services delivered by their IT. A business service needs to be Highly available Responsive If not, then Reputational risk impacted Outage costs escalate 10

11 A business service depends on many complex IT components Applications Middleware Databases Storage Networks Servers 11

12 Any component outage can render a business service unusable How to best mitigate risk of outage quickly? Provide accurate and up-to-date service maps of a business service Maps show all IT components and their relationships Maps can help prevent business service outage by root cause of component issues quickly 12

13 Agenda What is a Service Map? The Benefits of Service Mapping Service Maps Help Business Services Manual and Automated Service Maps Auto Service Maps How They Work The Market For Service Mapping Tools Conclusion 13

14 There are 2 ways to create service maps Traditionally, manual effort required to map discovered services and applications to create a service map Legacy discovery tools provide this manual dependency mapping capability Uses an horizontal approach to discovery The new way - automate this service mapping capability Uses a vertical approach to discovery 14

15 Traditional manual methods Ineffective and costly, e.g. ADDM TPL scripts CCA Blueprints Niche programmer or SME required Takes a long time to build a service map ( > 2 weeks ) Maintenance overhead for service map changes due to ongoing infrastructure changes Accelerating pace of IT change => inaccurate and out-of-date service maps Unsustainable over time 15

16 Automated service maps Creates a virtuous circle of positive impact Reduced effort to create a service map Reduced service map maintenance Reduced change related incidents due to improved service visibility during change planning Faster service issue resolution and reduced downtime due to better root cause analysis 16

17 Agenda What is a Service Map? The Benefits of Service Mapping Service Maps Help Business Services Manual and Automated Service Maps Auto Service Maps How They Work The Market For Service Mapping Tools Conclusion 17

18 How automated service maps are built Credentials are required to be added to each node that is discovered prior to its discovery Credentials use same protocols as other agentless discovery tools WMI, SSH, SNMP etc Vertical (top down) approach to discovery Uses same entry point as human user for initial access Each scan discovers only relevant nodes of a given business service Uses configuration and connectivity patterns to achieve this 18

19 Agenda What is a Service Map? The Benefits of Service Mapping Service Maps Help Business Services Manual and Automated Service Maps Auto Service Maps How They Work The Market For Service Mapping Tools Conclusion 19

20 Current Market available service mapping tools Vendor Tool Name Mapping Type Agent or Credentials Access BMC Software Computer Associates BMC Atrium Discovery and Dependency Mapping (ADDM) CA Configuration Automation (CCA) Manual with TPL scripts Manual Credentials Credentials ServiceNow ServiceWatch Automatic top down Credentials Hewlett-Packard HP ucmdb Manual Credential or agents IBM Tivoli Application Dependency Discovery Manager (TADDM) Manual Credentials or agents Vmware vrealize Infrastructure Navigator Manual Credentials 20

21 Agenda What is a Service Map? The Benefits of Service Mapping Service Maps Help Business Services Manual and Automated Service Maps Auto Service Maps How They Work The Market For Service Mapping Tools Conclusion 21

22 Conclusion Service mapping changes the game from server to service management Traditional manual methods are unable to provide accurate and up-to-date maps Automated service mapping fulfils original promise of accurate service maps in the CMDB, facilitating productivity gains for each business service and IT 22

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