Integrating Service and Systems ManagementChris MilesAgendaqqSo what do we mean by Service and So what do we mean by Service and Systems Management?Systems Management?qqPart 1 - Why Systems Management Part 1 - Why Systems Management assists Service Managementassists Service ManagementqqPart 2 - Why Service Management Part 2 - Why Service Management Assists Systems ManagementAssists Systems Management and how to bring the two togetherqqQuestionsQuestionsWhat is Service Management? Service ManagementConcerned with the IT Support and Delivery functions to provide and maintain the Service delivered to the customerAddressing “P-P-T” People, Process and Technology issuesWe typically think of the 10 core ITIL processes when we think of Service Management (as well as itSMF, BSI, ISO, MOF, COBIT)What is ITIL?ITIL - Information Technology Infrastructure Library A series of books which describe Best Practice in IT Service Management Non-Proprietary, not one person, or organisations view of a particular process or model. Developed and owned by the OGC In the Public Domain because the OGC is a Government organisation. Written to Quality Standards, because OGC ensured any processes lined up with ISO9001 requirements.What is ITIL? The primary objective was to publish a set of comprehensive, consistent and coherent codes of best practice for IT service management, promoting business effectiveness in the use of information systems. It is now widely adopted as a “best practice” guide in Service Management throughout private industry in the UK, Europe, South East Asia, and North America. Best practice, because the books were the consolidated experience of many IT professionals.What is Service Management?People: Properly aligned with the organisation and Business ProcessesProcess: Transformation to Create real ValueService ManagementTechnology to enable efficient and effective support processes across the enterpriseWhat is Service Management? Service management processes ensure that services are defined and changed when necessary and provide support during exploitation of services. Information on services and customers is being kept. Who are your customers and how are your services defined (service level management)? Of which elements or components does a service consist (configuration management)? Service management processes further contain registration of service degradations (incident management) and registration of requests to change existing services (change management).What is Systems Management? Systems Management A collective expression for several disciplines related to the management of systemsFunction surrounding the provision and maintenance of IT systemsDiagnostic and Planning functionControlling Tools monitoring, alerting and reportingApplications ManagementInfrastructure ManagementOperations ManagementSecurity ManagementNetwork ManagementWhat is Systems Management?Systems ManagementWhat is Systems Management? A service is often defined as an application (e.g. SAP). Application management processes provide information on the agreed and actual availability and performance of the application and the infrastructure used by this application (end-to- end). Security Management Management of information through process and technologyWhat is Systems Management? Infrastructure management is defined as management of the components or elements of the IT- infrastructure. Examples of components are servers, routers, hubs, databases, PCs and terminals. Network Management Mngt of the network. Monitoring and alerting Operations Management Job Scheduling etcFacts and Figures2002 distributionFacts and Figures2002 distributionSo what are some of the tools?Service Management Remedy SSS Peregrine SC Marval Axios Assyst Touchpaper HDS CA Unicenter SD Datawatch QSM HP OpenView SD Frontrange Heat Magic Solutions MSD mansystems ExpertDesk Viadyne ViaTIL etcSystems Management CA Unicenter Tivoli BMC Patrol HP OpenView Compaq Systar Compuware NetIQ Novadigm Intel Microsoft Peregrine Cisco etc.Questions How many of your organisations recognise and adopt formalised Service Management as a discipline? With what objectives? How many then have Systems Management? With what objectives? So, does process drive technology or vice versa? How many of those organisations with both disciplines have integration between the two areas? What are the perceived and real benefits?Part 1 - Why Systems Management Part 1 - Why Systems Management assists Service Managementassists Service ManagementIncident Mngt:Incident Mngt: Event LoggingEvent Logging Real time links to systemsReal time links to systems Business view of serviceBusiness view of serviceSM Support FunctionsChangeChange ManagementManagementConfigurationConfiguration ManagementManagementProblemProblem ManagementManagementReleaseRelease M