Service Maps - BCS and Automated Service Maps Auto Service Maps – How They Work The Market For...

Service Maps From Server to Service Management

9 June 2015

Michael Stroh

BCS CMSG Conference

Agenda

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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

Agenda

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Conclusion

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

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Service Map

Service Model

Service Dependency Map

Business Service Map

Application Service Map

Software Configuration List

Collaborative Application Map

Agenda

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Conclusion

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

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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”

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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

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Agenda

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Conclusion

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

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A business service depends on many complex IT components

• Applications

• Middleware

• Databases

• Storage

• Networks

• Servers

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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

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Agenda

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Conclusion

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

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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

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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

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Agenda

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Conclusion

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

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Agenda

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Conclusion

Current Market – available service mapping tools

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Vendor Tool Name Mapping Type Agent or Credentials Access

BMC Software BMC Atrium Discovery and Dependency Mapping (ADDM)

Manual with TPL scripts

Credentials

Computer Associates CA Configuration Automation (CCA)

Manual 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

Agenda

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Conclusion

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

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© 2015 Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Except as expressly permitted, neither this documentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing, photocopying, recording or otherwise, without the prior permission of Infosys Limited and/ or any named intellectual property rights holders under this document.

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Service Maps - BCS and Automated Service Maps Auto Service Maps – How They Work The Market For...

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