Liiketoimintapalvelun mallinnus ja valvonta asiakkaalle tarjottavana palveluna

1. Liiketoimintapalvelun mallinnus ja valvonta asiakkaalle tarjottavana palveluna Business servicemodeling and monitoring as a serviceoffered to customers 10.3.2009 Mikael Lahtonen Valvoja: Prof. Heikki Hämmäinen

2. Agenda • Background • Terminology • Research problem and objectives • Framework • Results • Research methods • Conclusions

3. Background • The IT-infrastructures are becoming bigger and more complex • E.g. multi-vendor environments • The link between IT and the business is often very loose or missing • Moving from monitoring IT-infrastructure components to monitoring services • Many different things affect simultaneously the quality experienced by the end-users

4. Terminology • IT-infrastructure • All the hardware, software, networks, facilities etc. That are required to produce IT-services • IT-infrastructure component • One component of the IT-infrastructure • Business service (or service) • A service that depends on the underlying IT-infrastructure • Business service management (BSM) • ”An approach to the management of IT Services that considers the Business Processes supported and the Business value provided” [ITIL v3] • Service model • A hierachical relationship model representation of the service, all the components it consist of and their relationships

5. Research problems and objectives • Research problems: • How to collect and maintain the information for business service modeling? • What are the benefits and downsides of automated and manual service modeling methods? • What should be taken into account when service modeling and monitoring are offered as a service? • Objectives • A statement of the benefits, downsides and other things to consider of the different modeling methods • A proposal for Cygate (service provider) how to implement offering business service modeling as a service

6. Framework • FCAPS • Model for network management published by ITU • Part of the TMN model • TMN • Service-oriented model • Four layers: element mgmt, network mgmt, service mgmt & business mgmt • ITIL • Framwork for best practices in IT service production • De facto –standard in IT service production • ITIL v2 – Very widely used • ITIL v3 – New enhanced and revised version. Included e.g. BSM as a best practice. • Network and systems monitoring in general • Ping, SNMP, SNMP traps, Syslog, logs, agents etc. etc.

7. Research methods • Literary research: A clear understanding of the whole • Testing with actual software for service modeling and auto-discovery • IBM Tivoli Business Service manager & IBM Tivoli Application Depency Discovery Manager were used • Service modeling was done with real production services and test services • Auto-discovery was tested in test environment only

8. Results • Manual service modeling: • Keeping the control in own hands • Plenty of manual work in creating the service model • The amount of work depends much on the case  there’s no clear linear correlation between amount of work and amount of components in the service model ** • Maintaining the service model needs to have a strict process to follow • Automatic service modeling: • More expensive due to the auto-discovery software needed, hardware for it and maintaining of those • Needs much manual work before the auto-discovery can be used and the data is transfered and converted to a service model • More complex system

9. Results (continued) • It was also noted that the automatic service modeling has some serious issues when used in the service provider case • Overlapping IP-address spaces Own auto-discovery system would be needed for every customer  expensive and much work to maintain and manage the system • Access rights to auto-discovered devices

10. Conclusions • In the current situation the automatic service modeling in practice can’t be used due to the issues explained earlier • Even if the issues would be solved the automatic method would need much manual work  The higher price would not be compensated with less work needed • The manual service modeling method is the proposed choice to be used when offering service modeling and monitoring as a service • When the service models and/or IT-environment is too big there can be problems with the growing need of manual work • Some automatic methods (e.g. automatic scripts) would be very useful and reduce the manual work needed in the manual service modeling – to be decided which kind of automatic methods would be most optimal

11. Thank you! Questions ?