Service Maps - bcs.org · Agenda 2 What is a Service Map? The Benefits of Service Mapping Service...
Transcript of Service Maps - bcs.org · Agenda 2 What is a Service Map? The Benefits of Service Mapping Service...
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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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
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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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
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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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
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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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
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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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
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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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
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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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
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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