mapping services to systems to services · 2009-05-19 · mapping services to systems to services...

Mapping Services to Systems to Services

David Cuthbertson

david.cuthbertson@squaremilesystems.comwww.squaremilesystems.comTel +44 (0)870 950 4651Mob +44 (0) 7717 883177

mailto:[email protected]

http://www.squaremilesystems.com/

© Square Mile Systems2

2

Overview

Business ProcessesDepartmental, Company

1. Techniques to ensure users understand CI dependencies

2. Enabling improved impact analysis by presenting CMDB and other data with visualisation methods

3. Reducing the effort to capture and maintain CMDB data through effective use of visualisation

ServicesEnd user, infrastructure, supplier

ApplicationsPC, server, mainframe, SOA

Virtual InfrastructurePCs, Network, Servers, Storage, DBMS

Hardware InfrastructurePCs, Network, Servers, UPS, Storage, Other

Fixed Infrastructure(Cabling, Power, Cabinets, Rooms, Buildings)


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How We Map Services to Systems Today

• Document– Describing functions and dependencies (Service Catalogue)

• Spreadsheet– Adjoining columns

• Simple Database– Relationship table linking two CIs

• Service Desk CMDB– Groupings of CIs and relationships for reporting, validation

• External CMDB• Whiteboard• Visio/Powerpoint• “Service” monitoring tools


4

Different Teams


ServiceManagement

DataCentre

NetworksLAN/SAN

Applications

Mid-range Servers

Systems

DesktopsIMAC







5

Services / Systems / Component Mapping

• Categorising, managing and reporting incidents • Identify ownership for change approval• Change impact analysis• Release management • Identifying root causes• Billing and charging schemes• Recovery planning• Underpinning service catalogue and support matrix• Identify risks – end of life, business continuity, vulnerability


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Different Service Types

Vertical services- Departmental or business lines- Sales order processing- Manufacturing - Cheque processing

Horizontal services− eMail services− Remote access − Document management− User account services

Infrastructure services− LAN services− Application hosting− Managed WAN network

Design & delivery services− Application development − Project management

Each may have a specific method of communicating how the service is constructed and delivered for service management needs


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ITIL Version 3 CMS

ProjectDoc

FilestoreProject

Software

DefinitiveMediaLibrary

FederatedCMDBs

DiscoveryAsset Mgmt

& Audit Tools

SoftwareConfigMgmt

PlatformConfigMgmt

EnterpriseApps

Portal

Change&Release

View

AssetMgmtView

ConfigLife-cycle

View

TechnicalConfigView

QualityMgmtView

ServiceDeskView

BusinessImpactView

ComplianceView

(Cobit)

Query & Analysis Reporting Performance Mgmt Modelling Monitoring

PresentationLayer

KnowledgeProcessing

Layer

Customer/User – Service –Application – Infrastructure mapping

Service Portfolio Service Package Integrated Asset & Config Service Change Service Release

Common Process Reconciliation Synchronisation Extract, Load MiningScheme Meta Data

Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate

Data Integration

InformationIntegration

Layer

Data &Information

Sources& Tools


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Who, What, When, Why, How

• Who needs to understand services?– Service desk, change, technical, outsourcers, transition, security,

business continuity, auditors• What do they need to know

– Immediate or implied CI relationships, owners• When do they need to know about services

– Approach, Design, Implementation, Testing, Operations, Risk Management

• Why– May impact decision making, communication

• How– What do they “see” that helps them understand services


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ITIL Configuration Management

• Asset Management– Life cycle of a component, often with financial value

• Application Development and Releases– Life cycle of application(s), systems and versioning

• Technical architecture– Technical relationships between CIs

• Service management– Service relationships between CIs, including change, incident,

problems


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TOGAF

AArchitecture

VisionHArchitecture

Change Management

GImplementation

Governance

CInformation

System Architectures

Requirements

BBusiness

Architecture

EOpportunitiesand Solutions

FMigrationPlanning

Prelim: Framework and

Principles

DTechnology Architecture

The Open Group Architecture Framework (TOGAF)– www.opengroup.org

1. A formal description of a system, or a detailed plan of the system at component level to guide its implementation.

2. The structure of components, their interrelationships, and the principles and guidelines governing their design and evolution over time.

http://www.opengroup.org/


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TOGAF Highlights

A business (or business process) architecture - this defines the business strategy, governance, organisation, and key business processes.

An applications architecture - this kind of architecture provides a blueprint for the individual application systems to be deployed, their interactions, and their relationships to the core business processes of the organization.

A data architecture - this describes the structure of an organization's logical and physical data assets and data management resources.

A technology architecture - this describes the software infrastructure intended to support the deployment of core, mission-critical applications. This type of software is sometimes referred to as "middleware".


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Zachman Framework

MOTIVATION(Why)

TIME(When)

PEOPLE(Who)

NETWORK(Where)

FUNCTION(How)

DATA(What)

Abstractions

Designer

BuilderPer

spec

tives

Objective/Scope

(Contextual)

EnterpriseModel

(Conceptual)

SystemModel

(Logical)

TechnologyModel

(Physical)

DetailedModel (Out of

Context) Subcontractor

Owner

Planner

Zachman Framework for Enterprise Architecture

John A. Zachman, Zachman International

DATA Implementation

DATAWhat

FUNCTIONHow

NETWORKWhere

e.g. Data Definition

Entity = FieldRel. = Address

e.g., Physical Data Model

Entity = Tables/Segments/etc.Rel. = Key/Pointer/etc.

e.g., Logical Data Model

Entity = Data EntityRel. = Data Relationship

e.g., Semantic Model

Entity = Business EntityRel. = Business Relationship

List of Things -Important to the Business

Entity = Class ofBusiness Thing

List of Processes -the Business Performs

Function = Class ofBusiness Process

e.g., Application Architecture

Process.= Application FunctionI/O = User Viewse.g., System Design

Process= Computer FunctionI/O =Data Elements/Sets

e.g. Program

Process= Language StatementI/O = Control Block

FUNCTIONImplementation

e.g., Business Process Model

Process = Business ProcessI/O = Business Resources

List of Locations -in which the Business Operates

Node = Major BusinessLocation

e.g., Logistics Network

Node = Business Location Link = Business Linkage

e.g., Distributed SystemArchitecture

Node = IS FunctionLink = Line Characteristicse.g., Technical Architecture

Node = Hardware/SystemSoftware

Link = Line Specifications

e.g. Network Architecture

Node = AddressesLink = Protocols

NETWORKImplementation

MOTIVATIONWhy

TIMEWhen

PEOPLEWho

e.g. Rule Specification

End = Sub-conditionMeans = Step

e.g., Rule Design

End = ConditionMeans = Action

e.g., Business Rule Model

End = Structural AssertionMeans =Action Assertion

End = Business ObjectiveMeans = Business Strategy

List of Business Goals and Strategies

Ends/Means=Major BusinessGoal/Critical Success Factor

List of Events -Significant to the Business

Time = Major Business Event

e.g., Processing Structure

Time = System EventCycle = Processing Cycle

e.g., Control Structure

Time = ExecuteCycle = Component Cycle

e.g. Timing Definition

Time = InterruptCycle = Machine Cycle

SCHEDULEImplementation

e.g., Master Schedule

Time = Business EventCycle = Business Cycle

List of Organizations -Important to the Business

People = Class of People andMajor Organizations

e.g., Work Flow Model

People = Organization UnitWork = Work Product

e.g., Human InterfaceArchitecture

People = RoleWork = Deliverablee.g., Presentation Architecture

People = UserWork = Screen/Device Format

e.g. Security Architecture

People = IdentityWork = Job

ORGANIZATIONImplementation

STRATEGYImplementation

e.g., Business Plan

SCOPEPlanner

SYSTEM MODELDesigner

TECHNOLOGYCONSTRAINED

MODELBuilder

DETAILEDREPRESEN-

TATIONSSubcontractor

ENTERPRISE MODEL

Owner

contextual

conceptual

logical

physical

out-of-context

FUNCTIONINGENTERPRISE

perspectivesabstractions

© Copyright 2000 TASC, Inc. All Rights Reserved


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ITIL, TOGAF, Zachman Summary

• ITIL V2 was focussed on operational services• ITIL V3 has expanded the scope and complexity to cover life

cycle issues• TOGAF and Zachman are even more encompassing covering

technical architectures with some reference to service.

All emphasise the need to:Produce different perspectives to suit the task or needThe process needs will dictate the mapping structuresDeveloping service mapping needs clear requirements


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Setting Scope for Service Mapping

Asset Management

Service Mapping



ApplicationsPC or server based

Virtual Infrastructure ComponentsPCs, Network, Servers, Storage, DBMS

Hardware Infrastructure ComponentsPCs, Network, Servers, UPS, Storage, Other



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Change Management Example

1. A generic change system will typically require the requestor to – Identify the CIs being changed (hardware/software)– Identify the potential services impacted– Describe the testing and rollback plans

2. The Change Advisory Board (CAB) will look at other changes from a CI and a service basis to assess related change conflicts or potential risks when scheduling

For example. - Change Req CR1 on Server SVRA may affect the Payroll service- Change Req CR3 on Software PY1 may affect the Payroll service


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Spreadsheet duplication

Server Make Model Service Service OwnerA Dell 2950 Payments Dave

Server Make Model Service Service OwnerA Dell 2950 Payments DaveA Dell 2950 Receipts John

Server Make Model Service Service OwnerA Dell 2950 Payments Dave

C Sun V490 Payments DaveB HP Prolinea Payments Dave

A Dell 2950 Receipts John


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Mapping Techniques

• List• Matrix• Tree• Hub & Spoke• Simple Hierarchy • Complex hierarchy• Block / Path diagram


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Matrix

Servers RetailBranch

Internet Banking

Credit Cards

Automated payments

Tornado Y Y

Spitfire Y

Typhoon Y

Buccaneer Y

Jaguar Y

Camel Y Y

Issue: Only works well insmall environments


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Tree

Issue: Doesn’t work well for shared components (upwards tree)


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Hub & Spoke Mapping

Cabling

Printer

Citrix Server

Project

Accounts

User

Building

Desk

Build

Email

Department

Supplier

Citrix Client

MS Office

Payments

IP Phone

VLAN

Switch

UK_FWS_04

Issue: Only suited to a single CI centric viewpoint

Issue: ?


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Complex Hierarchy

Claims Module

ACCOUNTSINS_LIVE

Member Module Policy Module

SVRUNX001 SVRWIN001

Policy Administration Issue: Not easy to do ingeneric toolsetsRequires manual layout


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“Top Down”

DATA4

Payments

DATA2

SWIFT

ORACLE3

CHAPS BACSTRANSFER CREDITCHECK NEWACCOUNTLAUNDER1

ORACLE2 ORACLE1

DATA1DATA8 DATA3

Receipts

BLADE2

Auditing

AUDITCC AUTH3

BLADE3

ORACLE4


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“Bottom Up”

DATA4

Payments

DATA2

SWIFT

ORACLE3

CHAPS BACSTRANSFER CREDITCHECK NEWACCOUNTLAUNDER1

ORACLE2 ORACLE1

DATA1DATA8 DATA3

Receipts

BLADE2

Auditing

AUDITCC AUTH3

BLADE3

ORACLE4


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Multiple Applications & ServersDEALVIEW INTERNAL AUDITS

GLOBAL INS FUNDING PAYMENTS CASH

MANAGER CHECKBAL INCOMINGFUNDS

SECURE GH

SECURE EDI INVEST

Issue: Complex systems arenot easy to comprehend or validate


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Complex Hierarchy

Audittrack BACPAY

SQL FWS_04

UK_VWBIRM002

Client Funds TransferISA Payment Request Handling

BACS-IP BACS-Sched

Cheque Printer

Claims Processing

HO_BACRT01

ISA Payment

ISA Payment Function

Transact

UK_VWBIRM004

Workflow Client

Audittrack BACPAY

BACS IP-VPN

Citrix Server

Claims ProcessingFunds Move

HO Secure LAN

LPAR1 LPAR2

Paylog

UK_BIRM_BLADE-02

UK_VWBIRM001

Workflow

Front Desk FW_FWS_01

Oracle FWS_03 Oracle LP1 Oracle LP2

Service Desk

SQL FWS_04

SW_FWS_05

UK_BHAM-010301 UK_BIRM_BLADE_01 Z800 2065

BT Global

Citrix Client

MFLAN

SW_FWS_01

UK_VWBIRM002

Customer Services

MF_RT01

MF_RT02

MF_SW01 MF_SW02

ISA Payment Request

Services, Processes

Software

Hardware

Virtual

Issue: Structured approach can handle more detailed, but difficult is understand without layout


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Path Based Services (1)

UserWAN NetworkRouterFirewallLAN SwitchHost LAN SwitchRouter

LocalCore Network DMZ WAN


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Path Based Services (2)

Customer A

LAN

Customer B

Customer C

Customer D


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Batch Process / Data Flow Diagram

Automation

Cataloging

Digital Watermark

Edit

Ingest

Playout

Repository

Traffic

Transcode

Web Services

Air Client

Artesia for DAM 6.0Avid

Device serverFile Server

Final Cut Pro

FlipFactory

JAVA 01

Leitch

Media Client

Nextamp

Omneon PinnacleQuantel

SAM-FS

Seachange

Sony EVTR

Thomson Grassvalley

Virage VideologgerVita

Z-Microsystems

Harris

Oracle Master

QFS V4.3

SunFire V400Z

Sunfire V40Z

SunFire V240Z

SunFire V890 Sony Petasite Storedge 6920

Direction of arrowshows dependencybetween services


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Multiple Styles of Mapping

• Simple – Easy for software to automate– Similar styles & templates for quick set up– Difficult to comprehend complexity

• Complex– Requires manual layout and design choices– Can be structured to suit need and CI volumes– Heirarchy enables comprehension of typical IT services using shared

components


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Linking to Visualisation Tools

During the talk we have used visual displays to show mapping. Some of these are within standard toolsets, others are more specialist.

Data capture is also often achieved using white boards and diagramming so that the nature of relationships and the extent is easily available.

Examples of visualisationService Maps Network diagrams Path diagramsFloorplans Data flows Process chartsArchitecture maps Rack layouts Wiring diagramsDashboard views

Client Funds TransferISA Payment Request Handling

BACS-IP BACS-Sched

Cheque Printer

Claims Processing

HO_BACRT01

ISA Payment

ISA Payment Function

Transact

UK_VWBIRM004

Workflow Client

Audittrack BACPAY

BACS IP-VPN

Citrix Server

Claims ProcessingFunds Move

HO Secure LAN

LPAR1 LPAR2

Paylog

UK_BIRM_BLADE-02

UK_VWBIRM001

Workflow

Front Desk FW_FWS_01

Oracle FWS_03 Oracle LP1 Oracle LP2

Service Desk

SQL FWS_04

SW_FWS_05

UK_BHAM-010301 UK_BIRM_BLADE_01 Z800 2065

BT Global

Citrix Client

MFLAN

SW_FWS_01

UK_VWBIRM002

Customer Services

MF_RT01

MF_RT02

MF_SW01 MF_SW02

ISA Payment Request

I

I

I

C

C


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CMDB Analysis

ServiceDesk

CMDB

AnalysisSoftware

DifferentOutput Views

“Top down”“Bottom up”“Radial etc.”

In Visio, Web, etc.

Offline Copy Create

Compare

Update

Data CaptureVisio, netViz

DatabaseUpdate Input

Very useful in helping verification and updating Makes technical teams and managers “service aware”


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Platform Teams Become Service Aware!


ServiceManagement

DataCentre

NetworksLAN/SAN

Applications

Mid-range Servers

Systems

DesktopsIMAC







37

To Finish With

Service to system mapping provides great value in supporting communication and interaction about complex systems

It must be tailored to specific needs, there’s no best way and its best to assume that education is needed at all levels as part of any project or programme

Hope you have enjoyed the day!

mapping services to systems to services · 2009-05-19 · mapping services to systems to services...

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