best practices in it architecture · vivit business service management special interest group (sig)...

© Copyright 2015 Vivit Worldwide

Best Practices in IT Architecture

March 18, 2015


Brought to you by

Vivit Business Service Management

Special Interest Group (SIG)

Leaders: Jim Copio, Rocky Pisto, Mark Laird and Sandy Schubert

www.vivit-worldwide.org

http://www.vivit-worldwide.org/


Hosted by

Mark Laird

Group Technical Architect

Sopra Steria Ltd.

Business Service Management SIG Leader


Today’s Presenters

Ohad Goldfarb

Customer Enablement Architects Manager

Product Foundation Services Group

HP Software

Chane Cullens

Director Product Management for

BSM Strategy

HP Software


Housekeeping

• This “LIVE” session is being recorded

• The recording will be available on BrightTALK immediately

after this session

• Q&A: Please type questions in the Questions Box below the

presentation screen

• Additional information available for you behind the Attachment

button and later on the Vivit website

© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

IT4IT™ Value ChainDetect to Correct

Ohad Goldfarb

CEA manager, Product Foundation Services Architecture Group,

HPSW

March 2015

[email protected]

Run the business of IT

using an IT value chain-based IT operating

model

© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.7

IT4IT™ Value Chain Concept

IT4IT™ Reference Architecture and the Value Streams

Detect to Correct Value Stream

Agenda


The nature of IT is changing


Disruptions changing the IT landscape

Mobility

Cloud

Big Data

Social


Everything bending to the user is accelerating IT’s need to change from a silo

approach

New style of IT requires a new operating model

Focus on projects

Next wave

Keep services

reliable

Satisfy service

requests

Build quality

services

Build quality

services

Common

Focus on services

Bureaucratic Self-serve

Reactive Predictive

Central planning Open economy

PC, months Mobile, days


IT4IT™ Forum

Why create an Open Group Forum?

• History of every new initiative reinventing IT foundations

• Issues are industry independent

What are the goals?• End-to-end business service lifecycle for existing/future

paradigms

• Become an IT industry standard architecture framework

How will it deliver value?• Broad integration to deliver higher value than silos

• Architectural foundation for process models like ITIL and COBIT

IT4IT™ Forum board

Shell, AT&T, Achmea,

MunichRe, Accenture,

PwC, HP, ExxonMobil,

Philips, Raytheon, BP,

IBM, Microsoft,

CapGemini, Tata

Consulting Services, Atos,

Origin Energy

Community

AkzoNobel, Barclays, Disney,

ING, Länsförsäkringar,

Morrisons, NBC, Nestle,

Paychex, Procter & Gamble,

Rabobank, Raiffeisen

Informatik …


“The insights that IT4IT promises to deliver will enable opportunities for cost reduction to be identified, freeing up funding for innovation. Gartner estimates that for a $1b per annum IT function, this benefit could be 5 to 20 percent of total budget.”

Gartner, quoted from The Open Group press

release, 20-Oct-2014


HP is adopting IT4IT™

Reference Implementation

to Make it Real

• Implementation Guidance

• Gap Analysis

Reference Architecture for

“the New Style of IT”

• Drive Transformation

• Drive Product Adoption


The IT Value Chain


Most IT organizations optimizing around process &

technology silos

DevelopersBusiness Leader IT Engineer IT Operations UsersEnterprise Architect

Demand

Policy

Business Process Model

Requiremen

t

Defect

Event

Incident, Problem

SubscriptionIT Project

AssetAsset

Physical

Service

Model

RFC

How is IT helping me innovate in my

business?

Is what I designed what is getting

deployed?

Too many events and no visibility into

events managed by suppliers

Development takes 6, 8, 9, 12 months to complete and

concepts could have changed.

I just want to get an app on my phone. Why does this

take an IT project to deliver?

Why are changes being made? Is it

linked to the original need?


IT4IT™ RA optimizes around service model lifecycle

and key artifacts

DevelopersBusiness Leader IT Engineer IT Operations UsersEnterprise Architect

Logical

Service Model

Physical

Service Model

(Realized)

Conceptual

Service Model

Policy IT Project

Demand

Requirement

RFC

Event

Release

Incident

Monitor

Source

Test

IT Contract


IT delivers value through a series of activities

What is an IT Value ChainA value chain is a series of activities that an

organization performs in order to deliver

something valuable, such as a product or service.

Products pass through the activities of a value

chain in order, and the product gains some value

at each activity. A value chain framework helps

organizations identify the activities that are

especially important for competitiveness—for the

advancement of strategy and attainment of goals.

The value chain is grouped into two main

categories of activities:

• Primary activities, which are concerned

with the production or delivery of goods or

services for which a business functions,

such as IT, and is directly accountable

• Support activities, which facilitate the

efficiency and effectiveness of the primary

activities

Which means there is an IT Value Chain

“Value chain” is from Michael Porter’s 1985

best-seller, Competitive Advantage:

Creating and Sustaining Superior

Performance.

Focused on alignment and integration

to increase product margin

Efficiency

&

AgilityFinance & assets

Intelligence & reporting

Resource & project

Governance, risk and compliance

Sourcing & vendor

IT V

alu

e C

hain

Plan Build Deliver Run

Reference Architecture

18 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Meet the

IT value streams


Service life cycle – on a repeatable, predictable, coherent and future safe reference

architecture

Strategy to

Portfolio

• Strategy

• Service

portfolio

• Demand

• Selection

Requirement

to Deploy

• Plan & design

• Develop

• Test

• Deploy

Request to

Fulfill

• Define &

publish

• Subscribe

• Fulfill

• Measure

Detect to

Correct

• Detect

• Diagnose

• Change

• Resolve


The service model – assuring IT service transparency

Business Enterprise Architect

PMO UsersDevelopers Testers IT Engineer IT Operations

Conceptual Service Model

• Demand

• Policy

• Portfolio

Logical Service Model

• IT project

• Requiremen

t

• Release

PhysicalService Model

• Event

• Incident

• Change

Strategy

to Portfolio

Requirement

to Deploy

Request

to Fulfill

Detect

to Correct


Service

Portfolio

Component

Portfolio

Demand

Component

Proposal

Component

Policy

Component

Defect

Component

Requirement

Component

Project

Component

Test

Component

Build

Component

Service

Development

Component

Change

Control

Comp.

Problem

Component

Incident

Component

Event

Component

Diagnost ics &

Remediation

Component

Usage

Component

Chargeback /

Showback

Comp.

Strategy to

PortfolioRequirement to Deploy Request to Fulfill Detect to Correct

Offer Mgmt.

Component

Offer Consumption Component

Service

Archit ect ure

Policy Requirement

Scope Agreement

IT Project

Portfolio

Backlog

Item

Source

Conceptual

Service

Blueprint

Conceptual

Service

Logical Service

Blueprint

Test Case

Defect

Offer

Service

Release

Service Release Blueprint

Build

Service

Catalog

Ent ry

Desired

Service

Model

Usage

Record

Fulfillment Request

SubscriptionChargeback

Cont ract

Request

Problem/Known Error

Knowledge

It emIncident

Event

Service

MonitorRun Book

RFC

Actual

Service CIs

Service

Monitoring

Comp.

Catalog

Composition

Component

Shopping

Cart

Knowledge &

Collaborat ion

Component

Enterprise

Architecture

Component

Service

Design

Component

Fulf il lment

Execut ion

Comp.

Request

Rat ionalization

Component

Configurat ion

Management

Component

Release

Composition

Component

Request to

Fulfill

Requirement to

DeployDetect to Correct

Strategy to

Portfolio

Detect to Correct

Functional

Compone

nt

Artifact

Entity

Relationship

Service

Model

IT4IT is a trademark of The Open

Group

IT4IT™ Reference Architecture L1 V.1.3


Detect

to

Correct


Service

Monitoring

Event

Management

Incident

ManagementRemediation

Configuration Management

Detect Diagnose Change Resolve

Detect

to

Correct


• See events, alarms

and metrics across

entire infrastructure

• Understand user

issues

• Trace the

relationship

between events

• Enrichment

• Root cause

• Severity and

business impact

• Defined escalation

path

• Auto-fixed common

issues

• Define change

request

• Perform problem

and risk analysis

• Approve

• Implement change

• Leverage run

books

• Verify recovery

• Close records


Detect

to

Correct


Traceability

End-to-end visibility into a service from event and incident, thru change and resolution

Efficiency

Shorter mean time to repair and more uptime

Cost

Common language, shared

configuration and consistent

data reduces # of tickets

Risk

Defined business impact

and knowledge about the

service not the silo

Detect

to

Correct

Busines

s

Benefits

26 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.c

Detect

to

Correct

Level 1


Detect

to

Correct

Request to

Fulfill

Requirement to

DeployDetect to Correct

Strategy to

Portfolio

Detect to Correct

Service

Portfolio

Component

Portfolio

Demand

Component

Proposal

Component

Policy

Component

Defect

Component

Requirement

Component

Project

Component

Test

Component

Build

Component

Service

Development

Component

Change

Control

Comp.

Problem

Component

Incident

Component

Event

Component

Diagnost ics &

Remediation

Component

Usage

Component

Chargeback /

Showback

Comp.

Strategy to

PortfolioRequirement to Deploy Request to Fulfill Detect to Correct

Offer Mgmt.

Component


Service

Archit ect ure

Policy Requirement

Scope Agreement

IT Project

Portfolio

Backlog

Item

Source

Conceptual

Service

Blueprint

Conceptual

Service

Logical Service

Blueprint

Test Case

Defect

Offer

Service

Release

Service Release Blueprint

Build

Service

Catalog

Ent ry

Desired

Service

Model

Usage

Record

Fulfillment Request

SubscriptionChargeback

Cont ract

Request

Problem/Known Error

Knowledge

It emIncident

Event

Service

MonitorRun Book

RFC

Actual

Service CIs

Service

Monitoring

Comp.

Catalog

Composition

Component

Shopping

Cart

Knowledge &

Collaborat ion

Component

Enterprise

Architecture

Component

Service

Design

Component

Fulf il lment

Execut ion

Comp.

Request

Rat ionalization

Component

Configurat ion

Management

Component

Release

Composition

Component


Group

IT4IT™ Reference Architecture L1 V.1.3

Functional

Component

Artifact

Entity

Relationship

Service

Model


Detect

to

Correct

Level 2


V1.3 Snapshot developed by The

Open Group IT4IT™ Forum

An IT4IT™ value streamDetect to Correct


Group


Detect to Correct: HP Product Mapping

Self Service Support

Defect Component

Requirement to Deploy

Defect

Portfolio Demand Component

Strategy to Portfolio

Portfolio Backlog

Item

IncidentEvent

Actual Service CIs

RFC

ServiceMonitor

1:n

1:n n:m

n:m

Problem, Known Error

n:m

n:m

n:m

Event Incident

RFC

RFC

Problem RFC

Incident

Request to Fulfill

Fulfillment Execution Comp.

PortfolioBacklog

Item

n:m

Usage

1:n

Runbook

Run book

Run book

n:m

Service DiscoveryCI

Defect

Knowledge & Collaboration

Component

Knowledge Item

n:m

1:n

1:n

Request to Fulfill

ServiceMonitor Knowledge Item

Run book

Interaction

n:m

1:1

Desired Service Model

1:1

1:1

Usage Component

Request to Fulfill

Defect

1:11:1


Request to Fulfill

Status

Service Monitoring

Component

Incident

Component

Change Control

Component

Problem

Component

Diagnostics &

Remediation Comp.Configuration

Management Comp.

Event

Component

RFC

D2C V.1.3 Sep 29

th 2014

Service Model

Data Artifact – Key

Record fabric Integration

Entity relationship

Functional Component - Key

Functional Component - Auxiliary

Data Artifact – Auxiliary

Engagement dataflow

Current practice

This work is based upon material developed and published by the

IT4IT Consortium

1:n

Request to Fulfill

Actual

Service

CIsFulfillment

Request

SM, SAW

UD

BSM (APM), BPM, RUM,

OM, SiS, NNMi, Diag.

Ops Analytics BSM (OMi) Service Manager (SM), Service Anywhere (SAW)

ALM

UCMDB OO SM, SAW

PPM

CSA + OO + DMA + SA

+ NA + SE


Example D2C Use Case

Diagnostics & Remediation

Incident Problem

Change Control

Defect Service Monitoring

BSM Data Collectors-

Service Monitors

Event

BSM (OMi) -Consolidated Event

Console

OO

SM-Incident

Management2 Events

3 Diagnostic

Runbook

4 Incident

Submission

5 Remediation(Temporary)

SM-Problem

Management& Know Error

6 Problem

Submission

7 RFC

Submission

8 Change

Implementation

SM-Change

Management

ALM-Defect

Management

6 Defect

Submission

CMDB

Universal Discovery &

UCMDB

2 CI sync

2 CI sync2 CI sync

2 CI sync

FulfillmentExecution

Cloud Services Automation (CSA)

1 Deployment

Automation

1 Report DesiredService CIs

1 Deploy

Monitors

9 Incident/Event

Closure


D2C Implementation Example

Data Collectors, Monitors

SM

BSM

SiteScopeBPM OM L/U/W

OMi

#648 (W), #198 (U)

#337 Create Incident

Incident & Event Data Sync

Ops Agents

#328 CIs &

Relationship Sync

#243, #245

Federated Data:

Incidents & RFCs

#243, #245

Federated Data:

Incidents & RFCs

UD

Discovered CI Data

& Topologies

UCMDB

OO

RC

#365, #811

Run-Book Invocation

#375, 408

Run-Book

Invocation

#118

Impact Analysis Based

on UCMDB

Relationships & Dependencies

#122

Update Ticket

with Results

#403

RFC Sync

& Analysis

Change Calendar

Suggested Timeframe

for RFCs

ALM

#682

Create Defect

#101

CIs & Relationships Sync

#381 Launch Business

Service Impact Report

NNMi

Diag.

#679 (BSM),

#810 (OMi)

Downtime

#460

RUM

#498

OM SPIsTV SE NNMi SPIs

#338, #344, #445 Topology Sync, Event Sync, UI Launch

#170 (W)BPI #492

#473 #461

#474

PM

CSA / CODAR

#797

Monitoring

automation

Operations

Analytics

#705 CI collection (RTSM)

#704 Events (OMi)

#789

ArcSight

Logger

#618(U),

#464(W)

#686

#812 NNMi UI

#157 NNMi-RUM

Monitors data

To Ops

Analytics:

#702, #703,

#706, #720,

#721, #725,

#726

#412

***Some integrations

between BSM data

collectors/monitors

are not included in this

diagram.


D2C Implementation Example With FCs


SM

BSM


OMi

#648 (W), #198 (U)



Ops Agents

#328 CIs &

Relationship Sync

#243, #245

Federated Data:

Incidents & RFCs

#243, #245

Federated Data:

Incidents & RFCs

UD

Discovered CI Data

& Topologies

UCMDB

OO

RC

#365, #811

Run-Book Invocation

#375, 408

Run-Book

Invocation

#118


on UCMDB


#122

Update Ticket

with Results

#403

RFC Sync

& Analysis

Change Calendar

Suggested Timeframe

for RFCs

ALM

#682

Create Defect

#101




NNMi

Diag.

#679 (BSM),

#810 (OMi)

Downtime

#460

RUM

#498



#170 (W)BPI #492

#473 #461

#474

PM

CSA / CODAR

#797

Monitoring

automation

Operations

Analytics


#704 Events (OMi)

#789

ArcSight

Logger

#618(U),

#464(W)

#686

#812 NNMi UI

#157 NNMi-RUM

Monitors data

To Ops

Analytics:

#702, #703,

#706, #720,

#721, #725,

#726

#412

Service Monitoring

Event

Config. Mgmt.

Incident Change Control

ProblemKnowledge

Management

Service Discovery

Defect Management


Service Monitoring

Service Monitoring

Ful fil lmentExecution


between BSM data

collectors/monitors

are not included in this

diagram.


D2C Implementation

Example With

FCs and

Solutions


SM

BSM


OMi

#648 (W), #198 (U)



Ops Agents

#328 CIs &

Relationship Sync

#243, #245

Federated Data:

Incidents & RFCs

#243, #245

Federated Data:

Incidents & RFCs

UD

Discovered CI Data

& Topologies

UCMDB

OO

RC

#365, #811

Run-Book Invocation

#375, 408

Run-Book

Invocation

#118


on UCMDB


#122

Update Ticket

with Results

#403

RFC Sync

& Analysis

Change Calendar

Suggested Timeframe

for RFCs

ALM

#682

Create Defect

#101




NNMi

Diag.

#679 (BSM),

#810 (OMi)

Downtime

#460

RUM

#498



#170 (W)BPI #492

#473 #461

#474

PM

CSA / CODAR

#797

Monitoring

automation

Operations

Analytics


#704 Events (OMi)

#789

ArcSight

Logger

#618(U),

#464(W)

#686

#812 NNMi UI

#157 NNMi-RUM

Monitors data

To Ops

Analytics:

#702, #703,

#706, #720,

#721, #725,

#726

#412

Service Monitoring

Event

Config. Mgmt.

Incident Change Control

ProblemKnowledge

Management

Service Discovery

Defect Management


Service Monitoring

Service Monitoring

Ful fil lmentExecution

Legend

Common Product or Integration

CCRM Only Product or Integration

CLIP Only Product or Integration

D2C Key Functional Component


between BSM data

collectors/monitors are

not included in this

diagram.


Self Service Support

Defect Component

Requirement to Deploy

Defect

Portfolio Demand Component

Strategy to Portfolio

Portfolio Backlog

Item

IncidentEvent

Actual Service CIs

RFC

ServiceMonitor

1:n

1:n n:m

n:m

Problem, Known Error

n:m

n:m

n:m

Event Incident

RFC

RFC

Problem RFC

Incident

Request to Fulfill

Fulfillment Execution Comp.

PortfolioBacklog

Item

n:m

Usage

1:n

Runbook

Run book

Run book

n:m

Service DiscoveryCI

Defect

Knowledge & Collaboration

Component

Knowledge Item

n:m

1:n

1:n

Request to Fulfill

ServiceMonitor Knowledge Item

Run book

Interaction

n:m

1:1

Desired Service Model

1:1

1:1

Usage Component

Request to Fulfill

Defect

1:11:1


Request to Fulfill

Status

Service Monitoring

Component

Incident

Component

Change Control

Component

Problem

Component

Diagnostics &

Remediation Comp.Configuration

Management Comp.

Event

Component

RFC

Service Model

Data Artifact – Key

Record fabric Integration

Entity relationship

Functional Component - Key

Functional Component - Auxiliary

Data Artifact – Auxiliary

Engagement dataflow

Current practice

This work is based upon material developed and published by the

IT4IT Consortium

1:n

Request to Fulfill

Actual

Service

CIsFulfillment

Request

D2C Automation Areas


HP Business Service

Management

The Open Group consortium IT reference architecture

IT4IT’s Detect to Correct reference architecture

Service

MonitoringEvent Incident Problem

Change

Control

Configuration Management


This work is based upon

material developed and

published by the IT4IT

Consortium IT4IT.com


HP Business Service

Management

Enterpri se Ar chit ect ur e

Service Por tf ol io

Demand

Proposal

Policy

Fulfi llment Execut ion

DefectRequir ement

Project Test

Build

Service Development

ReleaseDesi gnService Design

Change Cont rolCMDB

Service Moni tori ng

Problem Incident

Event

Diagnosti cs & Remedi at ion

Knowl edge & Collaboration

Usage

Char geback / Showback

Request Rati onali zati on

Catalog Aggr egati on & Off er Mgmt.

Shop / Buy / Pay / Manage

Catalog Composit ion & Desi gn

Service Architecture

Policy Requir ement

IT Contr act IT Pr oject

Demand Sour ce

Conceptual Service Bluepr intConceptual Service

Service Design Package

Logi cal Ser vi ce Bl uepri nt

Test Case

Defect

Off er

Shopping Cart

Release Package

Service Release Service Release Bluepr int

Build

Service Catalog Ent ry

Desi red Service Model

Usage Recor d

Fulfi llment Request

Subscript ion Char gebackCont ract

Request

Problem/Known Er rorKnowl edge It em Incident

Event

Service Moni torRun Book

RFC

Actual Service CIs


HP Business Service Management

37


• Monitor business,

customer and IT

• Capture the user

experience

• Sense across all IT

layers

Sense everything in real time

• Address issues before

services are impacted

• Correlate data by time,

topology, and more

• Calculate root causes,

patterns, and

predictions

Analyzeto predict and solve

• Automate systems for

resilience and scaling

• Automate tasks for

speed and accuracy

• Automate processes for

scale and repeatability

Adaptwith speed and accuracy


E-book cookbook

Approach

Click & go workflow

Overview

4

3

2

1

IT4IT’s Detect to CorrectEvent Component best practices - visualizing service health with dashboards


BSM dashboarding best practices e-bookCreated by HP Professional Services for visualizing IT information in a business context

• Audiences

• Usability

• Agile

ServiceModeling

Data Dashboards

• Pattern or instance based

• Best practices

• Perspectives

• Health indicators

• KPIs

• Events

• Watch lists

• My BSM

• External components

• Incorrect

• Exporting

ApproachTrouble-shooting

For a copy of the e-book email [email protected]


Workflow – click & goYour London Underground map

Define StakeholdersUnderstand the audience and

the information they are attempting to visualise

Pattern BasedWork well where

standards are in place, they are dynamic and as a

result require less maintenance

Instance BasedStatic and require manual

update

Group CIsCreate logical groupings of

Cis using CICollections

Amend ETI/HIAmend information in data

collectors to generate ETI/HI information

Create HIWhere ootb HI definitions are not adequate, or not

granular enough

optionally create new HIs

Watch listsVisualize the status of

CIs from within different views

without switching between the views

themselves

Event DashboardsVisualize filtered event

information in the context of views

Custom MyBSMCreate the dashboard using the components available. Constantly feedback to the persona that what is being

visualized is what they require, and that technically

it fits on the page.

PermissionsGrant permissions necessary

for the consumers. Note that you may want to give

some users a degree of autonomy over whet they

are able to see in the dashboard

External ToolsCreate links to external

applications via the dashboard. Weather or shareprice information

perhaps. Or to knowledge articles or

service/CI owners

WiringEnsure that the context

changes based on selection supports the

workflow

Assign HIAssociate the HI with the CIs

that require it

Create KPIWhere ootb KPIs are not

appropriate, or the persona has KPIs that are not available optionally create, or clone and edit

KPIs

Assign KPIAssociate the KPI with the

CIs that require it

Choose Model TypeChoose from instance-based or pattern-based

model

Create PerspectivesRegardless of the type of

view perspectives relevant for the consumer

are created

Top/360 ViewWhere the topology is well

understood and information is metric/health driven use service health components

PlanningDefine scope and objectives of

the dashboard. Be able to describe the purpose of the

desired result

Start Start

Start

Define StakeholdersUnderstand the audience and

the information they are attempting to visualise

Pattern BasedWork well where

standards are in place, they are dynamic and as a

result require less maintenance

Instance BasedStatic and require manual

update

Group CIsCreate logical groupings of

Cis using CICollections

Amend ETI/HIAmend information in data

collectors to generate ETI/HI information

Create HIWhere ootb HI definitions are not adequate, or not

granular enough

optionally create new HIs

Watch listsVisualize the status of

CIs from within different views

without switching between the views

themselves

Event DashboardsVisualize filtered event

information in the context of views

Custom MyBSMCreate the dashboard using the components available. Constantly feedback to the persona that what is being

visualized is what they require, and that technically

it fits on the page.

PermissionsGrant permissions necessary

for the consumers. Note that you may want to give

some users a degree of autonomy over whet they

are able to see in the dashboard

External ToolsCreate links to external

applications via the dashboard. Weather or shareprice information

perhaps. Or to knowledge articles or

service/CI owners

WiringEnsure that the context

changes based on selection supports the

workflow

Assign HIAssociate the HI with the CIs

that require it

Create KPIWhere ootb KPIs are not

appropriate, or the persona has KPIs that are not available optionally create, or clone and edit

KPIs

Assign KPIAssociate the KPI with the

CIs that require it

Choose Model TypeChoose from instance-based or pattern-based

model

Create PerspectivesRegardless of the type of

view perspectives relevant for the consumer

are created

Top/360 ViewWhere the topology is well

understood and information is metric/health driven use service health components

PlanningDefine scope and objectives of

the dashboard. Be able to describe the purpose of the

desired result

Start Start

Start


Approach - Audiences, Usability, Agile, Operational change1,000 shards of glass becomes a single pane of glass for a specific persona

Persona optimized – Operations, Service Owner, Technology Owner, Executives

Granularity of

InformationBreadth of

Information

Practitioner Regional Lead Head of X BoardTeam Lead

Lower level metrics need to support higher level business goals


Design the dashboards from the bottom layer upwardsWhile knowing the needs of the levels above

Operational Team Leads

Business UnitRegional Management

Business Units

Executive /Board

Monitoring the team’s workload, performance against targets (SLAs, OLAs) and any current issues

Monitoring the region’s (and underlying team’s) performance against targets/budgets and any current issues. Depending on the size and complexity of the organisation, this layer may be broken down into multiple layers (e.g. country level and regional level) or for smaller organisations may not exist at all

Monitoring the Business Unit’s (and underlying region’s) performance against targets/budgets. Ability to see actuals, forecasts and trends.

Monitoring the performance of the Business (and underlying Business Units and Lines of Business) against business goals. Ability to see actuals, forecasts and trends.

De

crea

sin

g R

efre

sh F

req

uen

cy

Metrics rolled-up to underpin those of the next level



Operational Team Members

Timely information that better enables them to perform their roles and provides them with key communications


Incr

easi

ng

Gra

nul

arit

y o

f In

form

atio

n

Use an agile viewpoint

• Increases buy-in

• Release process


HP BSM “best practice” and integration guides!

1. BPM Monitoring Solutions Best Practices

2. BSM - Operations Orchestration Integration Guide

3. BSM - Release Control Integration Guide

4. BSM - Service Manager Integration Document

5. BSM - Data Flow Management

6. BSM - Extensibility Guide

7. BSM - High Availability Fine Tuning

8. Detect to Correct Concept and Configuration Guide

9. Effective Modeling for BSM - Best Practices

10.End-to-End Service Monitoring and Event Management Best Practices

11.HP Consolidated Security and Operations Event Management

12.HP Network Node Manager i Software—HP Business Service Management Integration Guide

13.HP Network Node Manager i Software—HP SiteScope Integration Guide

14.HP Operations Manager Web Services v9.10 Integration Guide

15.HP Service Health Reporter Concept Guide

16.HP SiteScope - Integration with BSM and HPOM Best Practices

17.HP Value Stream Detect to Correct with SAP Best Practices

18.Multi-Tenancy Using BSM - Best Practices

19.NNMi - BSM Topology Integration

20.RTSM Best Practices

21.Services and Application Modeling - Best Practices

https://hpln.hp.com/page/all-best-practices

https://hpln.hp.com/page/all-best-practices


Why HP Business Service Management?Continuous innovation!

44© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Sense Analyze

• Powerful analytics: 10

patents HP labs

algorithms

• Big data platform:

petabyte data capacity

• Reporting: Extensible

reporting capabilities

More Power

Adapt

• Extensive automation:

+5000 workflows

• Operator guidance

More Results

• Massive scale: +10

million objects

• Broad coverage: vast

majority of IT

Technologies

• All data: human,

business, machine

More Data


Discover more at:Email: [email protected]

Web: https://hpln.hp.com/group/it-value-chain


HP Discover Las Vegas 2015

• June 2 – 4, 2015 at The Venetian Resort in

Las Vegas.

• All members can Register Now via the unique

Vivit link www.hp.com/go/discover/vivit and

you will receive a $300 off the $1795 for

HP Discover 2015

Deep Dive Sessions will be offered on Monday, June 1st from 1:00 – 5:00 pm.

Find more information on website under the training section.

____________________________________________

http://www.hp.com/go/discover/vivit





Thank you

www.vivit-worldwide.org

http://www.vivit-worldwide.org/

best practices in it architecture · vivit business service management special interest group (sig)...

Documents