Service Assurance. service operations management. modeling IT services

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1 Service Assurance service operations management modeling IT services

2 what are we trying to achieve? MITIGATE RISK TO BUSINESS SERVICES TRANSFORM Improve operational efficiency Maintain SLAs Add new services and business value Move IT to a service delivery model ASSURE REVENUE 54% of problems are reported by end-users before IT is aware 84% of IT organizations resort to crossfunctional team meetings for triage 80% of IT s time spent on troubleshooting ACCELERATE 2 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

3 business the solution challenge Business Service Users Applications Databases Virtualisation Servers Networks Online Banking Service Operations Management SAP Payroll Trading CRM Application Performance Management Monitor Real User Experience Applications and Connected Middleware Infrastructure Management Monitor Physical AND Virtual Servers Network Devices Network Behaviour

4 what is the problem today? IT is infrastructure focused too many tools too many silos lack of understanding of business or service impact 4 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

5 Attributes Phases a phased approach to service operations management A four-phase approach Fully optimized operations Unified event management Normalize and transform crossdomain events into actionable alerts for IT services within a single console and escalation path to the Service Desk Priority service discovery and modelling Real-time end-to-end management high priority business services to provide service impact, risk and root cause analysis Ongoing service discovery and modeling Medium and low priority services, so that ultimately all IT assets are mapped to the business services they support Alert escalation fully integrated with data center and cloud automation, service desk, change and SLA management Event-oriented Service-oriented Cloud-enabled 5 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

7 service operations management - designed for today s dynamic business and IT environment next-generation solution for managing business services in traditional and cloudconnected enterprises Service desk SLAs Automation integrates/analyzes information from IT management tools Workloads Service Operations Mgmt Storage pinpoints/prioritizes/helps resolve service problems across your IT supply chain minimizes risks to your business Physical and virtual systems Applications and databases Networks 7 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

one service, many perspectives - no single domain has complete view IT Executive Management CA Service Operations Service Insight Operations Management Data Center/Cloud Automation Service Desk, SLA

8 one service, many perspectives - no single domain has complete view IT Executive Management CA Service Operations Service Insight Operations Management Data Center/Cloud Automation Service Desk, SLA & Change Management Mainframe & Workload Management CMDB Service Modeling, Service Impact Analysis & Automated Actions OMDB Application Performance Management Infrastructure Management Other Domains 8 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

UNIFIED PROACTIVE MANAGEMENT CA Service Operations Insight MANAGE BUSINESS SERVICE IMPACT AND RISK Integrates and correlates data to build and maintain real-time, end-to-end models of business

9 UNIFIED PROACTIVE MANAGEMENT CA Service Operations Insight MANAGE BUSINESS SERVICE IMPACT AND RISK Integrates and correlates data to build and maintain real-time, end-to-end models of business services Unified event management correlates for higher quality, actionable alerts Pinpoints causes of problems, automatically triggers tickets, notifications, escalations 9 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

10 Service Modelling

dependencies Correlated and Reconciled CIs Discovery Policies Real-time Service Analytics

11 the encapsulated service model Closed Loop Automation Escalation Management Service Impact Policies and Analytics SOI Modelling and Discovery Engine Scoped Relationships and dependencies Correlated and Reconciled CIs Discovery Policies Real-time Service Analytics CA Catalyst & USM 11 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

12 mechanisms for defining services 1. imported Services can be imported from a CMDB Silo managers such as CA NSM, CA Spectrum, CA APM, and Microsoft SCOM have a service concept for example, Spectrum Service Manager service definitions previously defined services in silo managers can be imported into SOI leverages your existing investment imported services can be modified and extended Imported Services will be synchronized with the source definition if it changes for example, updates to a NSM BPV reflected in SOI 12 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

domain managers CA SOI End-to-End Service Management Infrastructure, Database, APM, Workload CA SOI Bridges the Service

13 service modelling - imported - leveraging CMDB and domain manager information CMDB CA BMC SOI Atrium automatically correlates CIs and CMDB Relationships Service Model from CMDB with underlying infrastructure information obtained from domain managers CA SOI End-to-End Service Management Infrastructure, Database, APM, Workload CA SOI Bridges the Service Management and Operations Management Gap 13 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

14 mechanisms for defining services 2. manual Browse by Class Browse by Source

15 mechanisms for defining services 3. service discovery create and maintain service models in SOI based on user defined policy three levels of discovery: detect matching CIs and automatically add to dynamic services detect unscoped domain topology relationships and bring into scope of service detect correlation patterns across CIs and create relationship between them remove CIs when they no longer conform to the Dynamic Service policy 15 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

16 mechanisms for defining services 3. service discovery matching CIs Automatically create and maintain service models Define policy to create relationship to Service when CIs match criteria Detect when new or existing CIs become compliant and add them in real time Remove CIs that are no longer compliant 16 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

CIs in the model for example, if I put Device (X) into a Service Model and set that model to Low Granularity, alerts affecting the Port (Y) will automatically be aggregated to the

17 service model granularity In SOI 3.0, a Service Model can be configured as low granularity, allowing alerts affecting Child CIs to be automatically aggregated to the Top Level Entity without including those Child CIs in the model for example, if I put Device (X) into a Service Model and set that model to Low Granularity, alerts affecting the Port (Y) will automatically be aggregated to the device without requiring the Port CI to be modelled, and will therefore show as impacting the Device and Service Device (X) (2) Alarm aggregated to Device Port (Y) (1) Port not modelled as a CI (but relationship is known) Alarm impacts port 17 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

18 determining service impact service impact is determined through alarm severity on associated CI(s) and the significance of the CI(s) to the service 18 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

SOI integrations Service Operations Management CA Service Operations Insight Service & Change Management CA Service Desk CA CMDB CA Business Service Insight CA IT Client Manager CA Service Catalog CA

19 SOI integrations Service Operations Management CA Service Operations Insight Service & Change Management CA Service Desk CA CMDB CA Business Service Insight CA IT Client Manager CA Service Catalog CA Clarity BMC Atrium BMC Remedy HP Service Manager HP ucmdb IBM Service Request Manager Application Performance Management CA Application Performance Management HP Business Activity Center Security CA Access Control Infrastructure Management CA Spectrum CA Virtual Assurance for IM CA ehealth CA NetQoS Performance Center CA NSM CA Insight Database Performance Manager IBM Tivoli Monitoring IBM Tivoli Enterprise Console IBM Tivoli Netcool OMNIbus IBM Tivoli Enterprise Portal & Monitoring Server Microsoft SCOM NetApp BalancePoint NetApp SANScreen Oracle EM-Grid Control Mainframe & Workload Management CA OPS/MVS CA Autosys CA SYSVIEW IBM Omegamon Terma Software Labs JAWS Automation CA Automation Suite for Data Centers & Cloud: CA Server Automation CA Virtual Automation CA Configuration Automation CA Process Automation CA Clarity Integration Tools SDK Event Integration SNMP Connector Universal Connector Universal Service Desk Connector 19 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

20 CA Service Operations Insight Summary Fast Fastest, least-effort and most accurate way to build and maintain real-time end-to-end, cross-domain service models Fastest way to find the root cause of service-impacting problems and speed mean-time-to-repair Superior Clearest risk analysis for preventing problems from escalating and impacting services Superior multi-vendor, cross-tool data integration, correlation, synchronization and automated actions for optimizing IT operations and enabling cross-discipline collaboration across the IT organization 20 Service Operations Management Copyright 2012 CA Technologies. All rights reserved.

21 Questions? Carl Lloyd

can you improve service quality and availability while optimizing operations on VCE Vblock Systems?

SOLUTION BRIEF Service Assurance Solutions from CA Technologies for VCE Vblock Systems can you improve service quality and availability while optimizing operations on VCE Vblock Systems? agility made possible