Service Maps From Server to Service Management 9 June 2015 Michael Stroh

Service Maps
From Server to Service Management
9 June 2015
Michael Stroh
BCS CMSG Conference
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
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
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
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
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
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
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
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
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
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
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
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
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
16
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
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
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
Current Market – available service mapping tools
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
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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
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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Thank You
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