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

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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”

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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

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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

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

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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

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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

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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

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 Manual with TPL Credentials
and Dependency scripts
Mapping (ADDM)
Computer Associates CA Configuration Manual Credentials
Automation (CCA)
ServiceNow ServiceWatch Automatic top down Credentials

Hewlett-Packard HP uCMDB Manual Credential or agents

IBM Tivoli Application Manual Credentials or agents

Dependency Discovery
Manager (TADDM)
Vmware vRealize Infrastructure Manual Credentials
Navigator

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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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