Service Level Management
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Service Level Management. Business Services Dashboard. Monitoring Architecture. Domain Layer. Consolidation Layer. Business & Process Layer. Help Desk. Network/IT Fault and Availability. Network/IT Performance and Capacity. Consolidated Operations Console. Business Services View.

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Service level management

Service Level Management


Monitoring architecture

Business Services Dashboard

Monitoring Architecture

Domain Layer

Consolidation Layer

Business & Process Layer

Help Desk

Network/IT Fault and Availability

Network/IT Performance and Capacity

Consolidated Operations Console

Business Services View

Business Impact Analysis

Service

Desk

Incident

Network/IT Change and Configuration

Network Security

Correlation, Aggregation & Filtering

Service Level Management

End User Management

Change

Problem

Configuration

WEB app Security

Application Traffic Performance

Service Dependency Mapping

Application Performance Management

Business Process Management

Knowledge

Discovery Services

Service Level

IT SM

Business Service Management

Service Operations Automation

Federated CMDB


Agenda

Agenda

  • CA Service Automation

  • CA Service Level Management

  • CA Oblicore Guarantee

  • Q&A


The end to end service delivery chain

The End to End Service Delivery Chain

Service Delivery Management

Business

Operational

Areas

Governed by Underpinning Contract

Governed by Operational Level Agreement

Governed by Service Level Agreement


The landscape

Automation Maturity

Dynamic Resource

Allocation, Application

portability

the landscape

Cloud

Enabled

Application deployment,

process orchestration,

Self-service portal,

chargeback

Virtualization Maturity

consolidate—> optimize —> automate —> dynamic

Service

Oriented

Provisioning,

Dependency mapping,

Configuration

standardization

Multi-vendor support,

Patching, compliance,

Configuration

management

Application

Aware

Using scripts or

tools from OS/

Virtualization /

Hardware Vendor

Operationally

Ready

Best effort

Value

Organizational Control >>

Operational Efficiency >>

Competitive Advantage >>


The technology challenge

05:00

06:00

07:00

08:00

09:00

10:00

11:00

12:00

13:00

14:00

15:00

16:00

99%

99%

99.9%

99.9%

99.999%

99.9%

Managing Technologies vs. Services

The Technology Challenge:

% available

Web Server

App Server

And who is measuring the real user experience … and managing the whole service

Mainframe

Database

Network

Application

Managing Infrastructure Top-Down in Context of Services is Required

End-User

Service

?

Unavailable or Slow Available, Performing as Expected

6


Managing service delivery at every level

Managing Service Delivery “At Every Level”

Process centric

Service centric

System centric

Component centric


Managing service delivery at every level1

Managing Service Delivery “At Every Level”

Process centric

Service centric

System centric

Component centric

Activation, Provisioning, Billing, Invoicing

ERP, CRM , Desktops, Financials

Unix, Linux, Microsoft, Oracle

Server, hub, switch, router, Other resources


The goat rodeo typical scenario in delivering a service

the goat rodeotypical scenario in delivering a service

SERVICE

MANAGER

BUSINESS MANAGER

CUSTOMER

REQUIRED FORMS

1

SERVICE DELIVERED

11

2

NEW SERVICE REQUEST

REQUEST FOR

IT RESOURCES

REQUEST FULFILLED

AND APPROVED

10

3

OPERATIONS

IT

PROVISION

APPLICATIONS

APPLICATIONS

REQUEST

FOR SUPPORT

9

4

REQUEST FOR

ACCESS

6

USER ID CREATED

5

DATABASE

SECURITY

ROLES ESTABLISHED

8

ACCESS APPROVAL

7


Service level management

digital feng shui automated enterprise service delivery – desired state

BUSINESSMANAGER

CUSTOMER


Manual slm

Manual SLM

  • Inherits contracts which are wildly different from one another.

  • Similar contracts managed differently.

  • Reporting is reactive.

  • Alerting is not present.

  • Problems cannot be corrected.

  • Service Delivery Manager uses the systems that are in place has and assembles final reports manually. Cannot admit failure so often “satisfices” and hopes the customer doesn’t notice.

  • Data Collection is labor intensive.

  • Managing exceptions is problematic.


The oblicore concept slm

The Oblicore Concept = SLM


The oblicore concept service at the center

The Oblicore Concept – Service at the Center

  • For any type of Service

  • For any type of Contract Party

  • For any Aspect of the Service

  • Service Lifecycle Management


The oblicore concept design the services

Design

The Oblicore Concept – Design the Services

  • Design management from concept to retirement

  • Change control over all phases (using version control)

  • ITIL v3 Service Process Management concepts (Re-Use)

  • Template based service design & specification


The oblicore concept publish the services

Publish

The Oblicore Concept – Publish the Services

  • Online publication of Service Portfolio Cataloges

  • Secure access based on Roles & Permissions

  • Hardcopy output in MS Word / PDF formats

  • Portal integration capabilities – MS Sharepoint, etc.


The oblicore concept contract the services

Contract

Contractual

The Oblicore Concept – Contract the Services

Operational

Terms & Conditions

Price

Cost

  • Wizard driven service contract generation

  • Template based design workflow (with workflow approval)

  • Captures all aspects of Service Contracts

  • SLAs/OLAs/UPCs managed with full version & status control


The oblicore concept report on the services

Report

The Oblicore Concept – Report on the Services

  • Compliance and Operational Reporting (SOX)

  • Dashboards with contractual and current status

  • Proactive alarms (predictive, trending, aggregated, ...)

  • Service feedback reporting


Oblicore guarantee dashboard

Oblicore Guarantee Dashboard


Ability to rapidly diagnose problems

Ability to rapidly diagnose problems


Oblicore guarantee

From Catalog to Contract

From Contract to Performance

Oblicore Guarantee

Contracts

Report, DB, Alerts

Service Portfolio Products

Service

  • Integrated Reporting

  • Business Impact

    • Financial

    • Operational

    • Contractual

  • Standardization

  • Life Cycle Management

  • Capture ALL aspects

  • Single Repository

  • Reduce Cost/Contract

SLA

UPC

OLA

Promise

Performance

Metric


Typical areas for business benefit from oblicore

  • Cost & Productivity

  • Benefit

  • Reduce Effort Required to manage service catalogs, service agreements and reports

  • Reduce Report Maintenance & increase Accuracy

  • Enable “Economies of Scale” in your sourcing and provisioning strategy through standardization

  • Reduce Headcount & Increase Productivity

  • Profitability & Revenue

  • Benefit

  • Proactive Penalty Prediction & Avoidance & Recovery

  • Right-Source : deliver what’s been promised

  • Right-Source : order what’s needed

  • Improve Accountability Relative to Competition

  • Reduce Disputes

  • Reduce Overdelivery

  • Optimise Service Catalogue Content

  • Business Risk

  • Benefit

  • Be in control of the service delivery chain across the organization: who delivers what, when, where and why

  • Future Proof Investment in Service Level Management

  • Manage internal and external Service Level commitments

  • Improve Organizational Accountability

Typical Areas for Business Benefit from Oblicore


With ca oblicore guarantee ca can help you

With CA Oblicore Guarantee, CA Can Help You

Service LevelManager

VendorManager

CIO

  • Better communicate the business value of IT

  • Meet business expectations for service quality

  • Better allocate finite resources by managing business demand for quality

  • Maximize value from cloud service providers

  • Establish clear mutual understanding of service level requirements

  • Standardize SLM process

  • Take corrective action to meet business expectations

  • Reduce cost of manual data gathering and reports

  • Better negotiate and manage relationships with cloud service providers:“trust but verify”

  • Recoup penalties, reduce disputes

  • Incentivize the performance you need


Questions

Questions


Service level management

Thanks


Terms of this presentation

This presentation was based on current information and resource allocations as of May 14, 2010 and is subject to change or withdrawal by CA at any time without notice. Notwithstanding anything in this presentation to the contrary, this presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. The development, release and timing of any features or functionality described in this presentation remain at CA’s sole discretion. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA will make such release available (i) for sale to new licensees of such product; and (ii) to existing licensees of such product on a when and if-available basis as part of CA maintenance and support, and in the form of a regularly scheduled major product release. Such releases may be made available to current licensees of such product who are current subscribers to CA maintenance and support on a when and if-available basis.  In the event of a conflict between the terms of this paragraph and any other information contained in this presentation, the terms of this paragraph shall govern.

terms of this presentation


For information purposes only

Certain information in this presentation may outline CA’s general product direction. All information in this presentation is for your informational purposes only and may not be incorporated into any contract. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document “as is” without warranty of any kind, including without limitation, any implied warranties or merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, lost investment, business interruption, goodwill, or lost data, even if CA is expressly advised of the possibility of such damages.

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