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Business SErvice Management Notes

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  • Forrester BSM Best practices April 23, 2007 Peter o Neill Evelyn Hubert
  • Typical metrics BSM Typical metrics Reporting lineBusiness service Time to process completion CIO/service ownersmanagement Processing backlog volume reporting to LOB State of business service executives Business transaction volumeIT service management Service availability CIO reporting to CFO Incident closure rate Frequency of changesInfrastructure Server availability IT operations reporting tomanagement CPU utilization CIO Disk space
  • 4 steps in BSM Map Business processes Map IT Infrastructure resources Inter relationships; dependencies Dynamically interlink IT Infrastructure and Business process End to end Monitoring of IT infrastructure.
  • Forrester S Curve
  • Some key advice on the way Just enough BSM ITIL based standard practices Service oriented approach Involve business analysts Low hanging quick wins Be pragmatic just enough top down CMDB should be the center of all IT SM Define BSM and CMDB from process perspective
  • BSM Challenges within IT
  • BSM vendor landscape Strategic integrated vendors IBM HP CA BMC Managed objects Service Management approach Service catalogs with business metrics Digital fuel, Oblicore Proxima Performance management approach Transaction / performance management tools with business metrics Proactivenet, OpTier
  • Forrester wave
  • Defining BSMCA.Sarah Meyer
  • Benefits from BSM BSM Empowers IT to Offer reliable, flexible, business-sensitive levels of service Measure service quality in terms of business user experience Improve operational efficiency and agility end-to-end Reduce and control costs through automation and integration Become a strategic partner, value generator and source of innovation
  • Key phrases Managing the IT service supply chain aligned to business
  • Key elements Optimize: Map, Measure, Automate, Visualize CREATE SERVICE MODELS OPTIMIZE SERVICES BY OPTIMIZING THE INFRASTUCTURE MAP THE COMPLETE IT SERVICE SUPPLY CHAIN TO BUSINESS PROCESSES MEASURE PERFORMANCE BASED ON BUSINESS GOALS AND USER SUCCESS STANDARDIZE AND AUTOMATE PROCESSES INTEGRATE BUSINESS GOALS
  • BSM TIBCO Whitepaper
  • The need. Prioritize IT support management Moving from component based to service based Service catalog defs and business metrics From home grown to standards for reporting
  • Outcome initiatives from BSM Service Performance Management Proactive ; trending ; rapid response to incidents Capacity Planning Put money where business growth is maximized and need exists Chargeback / Usage Analysis. LOB expenditure Alignment to business growth activities & needs.
  • Whats effective BSM? Access to all critical service metrics Internal | Adaptors | Stds compliant Define business service model Process breakdown, linkages to infrastructure, metrics rules RT Analytics of infrastructure against business model Collect, transform, represent Archive service metrics for analysis Trends, base lining and audit trails Alert response mechanisms Emails, scripts, executions, triggers Configurable dashboards & reports RIA Report builder
  • BMC - DiscoveryMapping Infrastructure resources, relationships and dependencies
  • Integrated CMDB needs auto discovery Asset changes ; Logical and physical assets Inter relationships betweens assets Dependencies between assets, people and business processes
  • Doug McclureDougmcclure.net we
  • Maintain the state of IT So what goes into a CI? CIs generally consist of configuration attributes such as description, version number, component, relationships, location, and status ~50% of unplanned service outages happen because of system configuration mistakes or oversights
  • Definitive Guide to BSM Greg Shields Compuware Realtime publishers
  • Challenges to IT Monitoring and response infrastructure focused Critical links of infrastructure to business missing Other factors like time zones etc.. Not factored in What is an SLA? Factors that influence Loss / performance / response time Applying $ value to reduction in quality Monitoring + Money
  • Chasm between IT and business Monitoring IT has been on for years The gap is in defining whats important to business The Views differ IT >> UP or NOT Business > Customer Sat + Service Availability Capability in service
  • What are Business Services? Services involved in the completion of daily business activities Whether users are customers / internal / IT or systems/ Can there be monetary measurement? Build a service model Service breakdown Service interrelationships Customer sees service as Acceptable Un Acceptable Un Available
  • Breaking down BSM Misalignment will be there as language differs Business Impact Management Combine Network monitoring + App data to give end impact information Real time Service Visualization Fault trees
  • Aligning IT to Business How to merge metrics Alignment inhibitors driven business with No Common Dialog Tune in to the business cut out Technology driven IT? complexity Children / aged / Bosses Bottom tech heavy nature Ensure metrics / Finance of IT organizations results in Business to understand IT Mismatched expectations technology focus instead of Technology focused metrics business focus Siloed work envrionments Reactive mindset in IT Set aside some investment on long term strategic thinking
  • IT Maturity Journey Rightward movement thru Planning Automation Service thinking Key Word Chars BSM How to BSMChaotic Adhocracy No process, Wont Fly Notifcation ; Environment documentation; Instability awarenessReactive Firefighting Best Efforts, inventory, Uphill task Data integration; Remove IT Silos; ops monitoring, tech mindset dashboards;Proactive Optimal infra Predictve analysis, automation, Best BSM problem mgtService Beyond infra SLA, capacity, Cost, BSM ReadyValue Business Value Beyond BSM
  • Changing IT Impact to Business Competitive Advantage Agility Proactive IT Why invest in BSM? Agile IT for IS Business Service performance for Business Where does BSM work? Revenue generating or revenue/cost impacting Critical to the business Supported by the infrastructure of IT Integrated with business processes Provided by a service organization, whether internal or external
  • Chapter 2 IT service Evolution What is IT Service / What is Business service? Business relevance of information? Typical Monitor and respond process Identify Manageable Endpoints | Classify / Categorize Elements | Notify | Granularize Iteratively | Remediate Maturity of IT Organization structure with RACI to ensure right messages to right levels Data Centric view of IT? Store | Manage | Administer | Transform | Transport | Visualize