Laying the Foundation for Effective Business Service Models
-by Adam Kerrison, Principal Product Developer, BMC Software, and Simon Woodward, Principal Product Manager, BMC Software
IT services are embedded in critical business processes across most organizations — from online commerce to back-office operations. Interruptions to — or degradations of — these services can result in serious business consequences. That’s why it’s so important for IT to understand the impact of changes and downtime on key applications and business services.
Service models play an important role in enabling IT to ensure the delivery of services at the levels required by the business. These models portray the relationships among business services and the underlying applications, IT infrastructure components, processes, roles, and service level agreements (SLAs) that define and support them. It’s important to create and maintain accurate and complete models of the business services that drive your organization. Such models can help you to make better planning decisions and recover more quickly from application downtime.
An essential step in creating service models is developing application maps that show the relationships among the applications and the underlying IT infrastructure components that support services. Some of the challenges in developing these maps include dealing with the complexity of multitiered applications and continuous change in the IT infrastructure.
Once you have built the application maps, you can make them available in the configuration management database (CMDB) as the first step in defining business services. You can then add other information, such as users, policies, deployment blueprints, and service level key performance indicators (KPIs), to complete the service definitions.
This paper describes how to leverage advanced discovery and dependency mapping technology to help build business application dependency maps. It also includes examples of organizations that have used the approach and reviews the significant benefits they have achieved.