CA Service Management

Process Maps ca.com/ITIL

IT Service Continuity Management Service Level Management Service Catalog Management Availability Management Information Security Management
IT Service Continuity Management (ITSCM) assures and supports overall Business Service Level Management ensures that an agreed level of IT service is provided for all Service Catalog Management is the development and upkeep of a service catalog that Availability Management ensures that the level of service availability delivered in all Information Security Management ensures the alignment of IT and business security and
Continuity Management by ensuring that the required IT technical and service facili- current IT services, and that future services are delivered to agreed achievable targets. contains all accurate details, the status, possible interactions and mutual dependencies of services is matched to or exceeds the current and future the agreed needs of the business that information security is managed effectively in all services and service management
ties can be recovered within required and agreed upon business time-frames. all current services and those being prepared to run operationally. in a cost effective manner. activities.
PROCESS ACTIVITIES PROCESS AUTOMATION
PROCESS ACTIVITIES PROCESS AUTOMATION PROCESS ACTIVITIES PROCESS AUTOMATION PROCESS ACTIVITIES PROCESS AUTOMATION PROCESS ACTIVITIES PROCESS AUTOMATION
Design SLA framework CA Service Catalog; CA Service Desk Mgr
CA NSM; CA SPECTRUM; CA eHealth; Service portfolio management CA Clarity CA NSM; CA SPECTRUM; CA eHealth; CA Access Control; CA Identity Mgr;
Monitor performance and customer CA NSM; CA SPECTRUM; CA eHealth; Monitor services Maintain policy
Determine vulnerabilities CA Wily APM; CA IT Asset Mgr; CA Insight Database Performance CA Orchestria DLP
satisfaction CA Wily APM; CA Access Control; Build catalog contents CA Service Catalog
CA Storage Resource Mgr (SRM)
Methods and techniques CA Service Desk Mgr; CA CMDB Assess and classify assets CA Policy and Configuration Mgr
Service review and revise SLAs and CA NSM; CA SPECTRUM; CA Wily APM; Business service views CA Clarity PPM; CA CMDB
Assess risk CA Service Catalog; CA CMDB
Operational Level Agreements (OLA) CA Software Compliance Mgr Analyse and test CA Wily APM; CA Service Metric Analysis; Set security controls CA Access Control; CA GRC Mgr
Technical service views CA CMDB; CA Cohesion; CA IT Client Mg
CA SRM; CA ARCserve Backup Option;
Build Monitor issues CA Service Metric Analysis CA Service Desk Mgr; CA Access Control; CA Security Command Center;
CA High Availability Publish live services CA Service Catalog Proactive management Manage security incidents
CA Data Center Automation CA Service Desk Mgr
CA Service Desk Mgr;
CA Service Desk Mgr; CA CMDB; CA Report achievements
Test CA Service Metric Analysis Input: Key Process Relationships and Integration Review and audit CA Audit; CA Network Forensics
SRM; CA ARCserve Backup Option Input: Key Process Relationships and Integration
• Business and IT strategy and plans Service Portfolio Management — to agree
Input: Key Process Relationships and Integration • Business impact analysis • Business availability requirements, Service Asset and Configuration
Contents of portfolio & catalog risk and impact analysis Input: Key Process Relationships and Integration
Input: Key Process Relationships and Integration • Business requirements • Service portfolio Management — uses the CMS to identify
Change Management — SLA can define • Service information from service • Business strategy, security policies, and Incident and Problem Management —
• Business impact analysis Incident Management — provides historical • Change information • CMS ITSCM — business dependencies and wrong CI’s and to determine the impact of • IT and service information
• Risk and vulnerability assessments agreements for responding to change. portfolio, service catalog and SLM details to diagnose and resolve security issues
details or statistics on IT service deficiencies • Configuration Management System processes problems and solutions. • Risk analysis, events and SLA breaches
• Business continuity strategy and plan IT Service Continuity Management — Output: processes ITSCM — reviewing impact of business risk
Change Management — ensures currency Output: • Documentation and agreement of a Service Asset and Configuration Service Level Management — assists SLM in
minimum required service levels in case of an Output: Output: Service Level Management — security
Output: and accuracy of the IT continuity plans • Reports demonstrating performance “definition of the service” Management — service dependencies, determining the availability objectives. • Information security management
• Continuity plan emergency. • Availability improvement plans requirements in SLR’s and SLA’s
against SLA • Updated service portfolio and catalog components and CI’s policy
• Recovery plans Service Level Management — provides • Service quality and performance Financial Management — supplies cost • Availability/recovery design criteria Capacity Management — supplies infor-
Service Level Management — business • Revised security risk assessment Change Management — determining the
• Risk reduction plans critical information about IT service improvement plans associated with providing a service together • Report on achieved availability, mation on changes in capacity that effects
alignment • Security controls, audits and reports possible impact of changes on security
obligations with charging methods. reliability and maintainability availability.

Capacity Management Change Management

Service Catalog
Capacity Management ensures that cost-justifiable IT capacity in all areas of IT always Management Change Management ensures that standardized methods and procedures are used for
exist and is matched to the current and future agreed needs of the business in a timely the efficient and prompt handling of all changes in order to minimize the impact of any
manner.
Service Design Availability
related incident upon service.

PROCESS ACTIVITIES PROCESS AUTOMATION Management Maintain PROCESS ACTIVITIES PROCESS AUTOMATION
The Service Design process map provides guidance Business
Services
CA NSM; CA IT Asset Mgr; CA Storage Request For Change (RFC) analysis CA Service Desk Mgr; CA CMDB
Monitor Demand
Resource Mgr (SRM)
for designing and developing of services and service
CA Service Desk Mgr; CA CMDB;
CA Clarity Service Management and
management processes, and covers design principles Test
Deliver
Required
Prioritize and categorize
CA Clarity Demand/Portfolio Mgr
Build plan Monitor
Resource Management and methods for converting strategic objectives into Services
Resources
Build schedule and impact analysis CA Service Desk Mgr
Analyze performance CA Service Metric Analysis portfolios of services and service assets. Build
Evaluation/Decision by Change Advisory
Specify CA Service Desk Mgr
Forecast Requirements CA Performance Management; CA SRM Methods/ Continuity
Adjust and Tune
Board (CAB)
Techniques Requirements
Model, trend, adjust and tune CA Service Desk Mgr; CA CMDB Organizations should use guidance provided in Service Schedule change CA Service Desk Mgr
Design to first review which elements of these pro- Set Security
Controls
Input: Key Process Relationships and Integration Input: Key Process Relationships and Integration
• Inform Capacity Management about Incident and Problem Management — cesses they have in place, before trying to change and Assess &
Classify Assets
Forecast
Requirements
Model/Trend • RFC’s from the Problem Management Incident Management — RFC to reduce
incidents due to capacity problems process or submitted independently
• Business capacity requirements
provides details to diagnose or resolve improve design capabilities for service management. Document • CMDB
effects of incidents
capacity problems Service CH Problem Management — RFC to reduce
• Component performance and capacity O
Definition • Forward Schedule of Change (FSC)
information Service Level Management — advises SLM Info. Security Service Portfolio
effects of solutions or workarounds

D
Management

EC
Maintain
Output:
on the feasibility of service levels Management Policy
Release and Deployment Management —

K
Analyze
Output: Performance
Build Catalog
• Updated Forward Schedule of Change
• Capacity plan Availability Management — Output of Analyze Contents • Filtered RFC’s and approved RFC’s development and distribution of a new set of
• Workload analysis and reports activities is use for Capacity planning Assess Risk
Test
Manage
Security Incidents • CAB minutes and action plans software applications or hardware via RFC.
Proactive Review
Capacity Determine
Management and Audit

Management Build Plan

Release and Deployment Management Service Asset and Configuration Management

Vulnerabilities
Mitigate Risk
Business

Demand
Service
Views Financial Service Level

AN

A
Management Management
Management
CT
Release and Deployment Management is to deploy releases into production and Monitor
PL Technical
Service
Optimize
Availability
Service Asset and Configuration Management provides a logical model of the IT
Demand
establish effective use of the service in order to deliver value to the customer and be Views Infrastructure . In this model the IT services are related to the different IT components
able to hand over to service operations. needed to supply these service.
Revise Service Customer Monitor Design SLA
SLAs / OLAs Review Satisfaction Performance Framework
Publish
PROCESS ACTIVITIES PROCESS AUTOMATION Manage
Issues Live Services PROCESS ACTIVITIES PROCESS AUTOMATION
Planning and preparation CA Software Change Mgr Catalog
Manage and plan CA CMDB; CA Cohesion
Operational
Manage build / release CA Software Change Mgr; CA CMDB IT Service Services CA CMDB; CA Cohesion; CA Data Center
Identify configurations
Report
Continuity Automation
CA Software Change Mgr; CA IT Asset Achievements
Deploy Management
Mgr; CA Data Center Automation Mgr CA Service Desk Mgr; CA Software
Configuration control
Change Mgr; CA IT Client Mgr
CA Service Desk Mgr; CA SPECTRUM; Meet Business
Verify Requirements
CA NSM; CA eHealth; CA Wily APM CA Service Desk Mgr;
Status reports and audit
CA Software Compliance Mgr
Input: Key Process Relationships and Integration
• Authorized RFC Change Management — initiates process by Input: Key Process Relationships and Integration
• Service Package including service model providing an authorized RFC
Schedule Maintain Accurate Service • RFC’s
Change Service Configurations
Validation Change Management — for business
• Procurement plans, standards and • Updates to Configuration Item’s (CI)
catalogs Service Asset and Configuration Release and and Testing impact analysis
and new assets
Management — throughout the deployment
Service Transition Financial Management — for costs,
CAB Review
• Build models; release policy Deployment Output:
process updates CI status and the CMS Management Execute depreciation, maintenance and repairs
Output: (Emergency/ • Updated Configuration Management
• Release and deployment plans Knowledge Management / Service Desk — Standard) Audit
Adopt System (CMS) Availability Management — to help
The Service Transition process map shows the processes
Best Practices
• Updated service catalog known error information of changed service Evaluation/ determine points-of-failure
Decision
• New tested service capability captured in SKMS and made available to
Service Desk associated with developing and improving capabili- Planning
Business
Responsiveness

ties for the transition of new and modified services to Validate &
Verify

Transition Planning and Support production. It details how the requirements of Service Impact
Analysis
Service Validation and Testing
Strategy encoded in Service Design are realized in Transition
Planning and Status
Reports

Transition Planning and Support include: planning and coordinating resources to ensure Service Operation while controlling the risks of failure. Support
O Service Portfolio
CH Service Validation and Testing provides services that add value to customers and their
specifications for the service design are realized, and starting with the transition phase, Management
business.
D

EC

Develop
Strategy Ensure
identify, manage and limit risks that could interrupt the service.
K

Organizations focused on managing the complexity Preparation Release

Value
PROCESS ACTIVITIES PROCESS AUTOMATION
related to transitioning new and changed services
Perform
Preparation Tests
PROCESS ACTIVITIES PROCESS AUTOMATION and Planning
Build Verify CA Service Desk Mgr; CA Software
Develop strategy CA Project Portfolio Management (PPM) to production should carefully study the guidance Schedule Adopt best practices
Change Mgr
Knowledge

Preparation and planning CA Service Desk Mgr; CA CMDB provided in this ITIL phase. Transfer
CA Service Desk Mgr; CA CMDB;
Validate and verify
CA Software Change Mgr
Knowledge transfer CA Service Desk Mgr; CA CMDB Demand Financial Deploy
AN

Management Management
CA Service Desk Mgr; CA CMDB;
A

Prioritize Configuration CT
Monitor and report CA Service Desk Mgr Change PL Control
Perform tests
CA IT Client Mgr
Management Manage
Build/Release
Categorize
Input: Key Process Relationships and Integration RFC
Analysis Reporting CA Service Desk Mgr; CA CMDB
• Authorized Request For Change (RFC) Change Management — implements all
• Service Design Package Monitor
Input: Key Process Relationships and Integration
• Release package definition and design changes to services and Report
• Service level package Incident and Problem Management —
specification Service Asset and Configuration Report/ • Service design package
• Service acceptance criteria Management — Service configurations
Coordinate Closure managing issues arsing from service
Resources • Release and deployment package testing
Output: ready for transition Identify • Acceptance criteria / RFC’s
• Transition strategy
Configurations Service Asset and Configuration
Output: Management — captures testing
• Integrated set of service transition plans Manage • Configuration baselines
and Plan
Assure configuration baselines and incorporates
Quality • Testing results and analysis
in CMS
• Incidents, problems and errors
• Information and knowledge

Service Asset and

Configuration
Request Fulfillment Management Access Management
Request Fulfilment is the process of dealing with service requests from users. Access management grants authorized users the right to use a service, while preventing
Objectives include: providing a channel for standard services; providing information access to non-authorized users.
on the availability of services; to source and deliver standard service components;
provide general information. Incident PROCESS ACTIVITIES PROCESS AUTOMATION
Secure Management
PROCESS ACTIVITIES PROCESS AUTOMATION Service Operation Service Access
Prevent and
Eliminate
Problems
Access request / verify
CA Service Desk Mgr; CA Service Catalog;
CA Single Sign-on
Service request (incl. self-service) CA Service Desk Mgr; CA Service Catalog
CA Access Control; CA Identity Mgr;
Record CA Service Catalog The Service Operation process map shows the Monitor / Track
Raise Incident Provide rights / execute policy CA Federation Mgr; CA SiteMinder® Web
Approval CA Service Catalog processes associated with day-to-day support Informed
Decisions Resolve
Access Mgr; CA Directory

activities required to deliver and manage services Event Error control CA Security Command Center
CA Service Catalog; CA Service Desk Mgr; Request Record
Fulfillment Management
CA CMDB; CA IT Client Mgr; CA Identity Mgr at agreed levels to end-users. It provides guidance Fulfillment Monitor / track CA Security Compliance Mgr; CA Audit

Input:
• Help desk call or self-service request
• Configuration Management System
Key Process Relationships and Integration on ways to maintain stability in service operations, Service Request
(Incl. Self-Service) Error Input: Key Process Relationships and Integration
CH
to enable the business to meet its objectives, and
Control
Service Desk/Incident Management — as a • Security policies and guidelines Change Management — controls the
O Service Portfolio
Filter / Detect
• An RFC / service request
central point for handling service requests
Correlate (Incl. Fault Detection)
actual request for service access
D

Management
EC

(CMS) effectively optimize the cost and quality of services. Provide Executive Select Response • HR Management system requests
K

Service Asset and Configuration Rights Policy Request Fulfillment — usually initiated
Transfer/
Output: Management — to update CMS with Disseminate Review/
Action
Output: through the service desk and providing
• Request fulfilled (e.g. hardware upgraded components
Transform • Updated security access rights self-service related functionality and
dispatched, password reset) Organizations must take a close look at Service Verify to Usable
Knowledge
Record
• Security reports workflow (e.g. employee on boarding,
• User satisfaction reports Release Management — distribute
software and hardware Operation, as this is the phase where strategic Access Request
Automate
and Control
Investigate password resets)

objectives are effectively realized when processes Store Info. Diagnose

Problem
are in place. Demand Financial
Management
AN

Management Management
A

CT Escalate
PL
Incident Management Access Knowledge Management
Management Problem Known
Control Errors

Incident Management restores normal service operation as quickly as possible and mini- Knowledge Management improves the quality of the (management’s) decision
mizes the adverse impact on business operations. making process by ensuring that reliable and secure information is available during the
Capture Info. Work service lifecycle.
Approval Around
PROCESS ACTIVITIES PROCESS AUTOMATION (Financial, Compliance)

Fulfillment PROCESS ACTIVITIES PROCESS AUTOMATION

CA NSM; CA SPECTRUM; CA eHealth;
Raise incident and record Resolve/
CA Wily; CA Insight; CA Service Desk Mgr Deliver Recover CA CMDB; CA Cohesion; CA SPECTRUM;
Standardized
Services Capture information CA eHealth; external systems
Investigate and diagnose (classify and
CA Service Desk Mgr; CA CMDB (e.g. HRMS, ERP)
prioritize) Restore
Service
Knowledge CA Service Desk Mgr (Knowledge
Escalate CA Service Desk Mgr Management Store information
Management); CA CMDB
CA Service Desk Mgr; CA Data Center
Resolve / Recover (workaround) Transform to usable knowledge CA Service Desk Mgr; CA Service Catalog
Automation Mgr; CA IT Client Mgr
Transfer / disseminate CA Service Desk Mgr; CA IT Asset Mgr
Input: Key Process Relationships and Integration
• Incident details sourced from Service Desk, Key Process Relationship and Integration Service Strategy CH Continual Service Improvement CA CMDB Input: Key Process Relationships and Integration
Incident Management — supplies Problem
O
EC
D

Points Service Strategy is depicted as a triangle, with each The Deming continuous improvement cycle is the A Configuration Management Database (CMDB) is a
K

Networks, Operations and Security
• Configuration details from CMDB
• Response from incident matching against
Management with detailed incident records
Service Level Management (SLM) —
Represent the intersections where processes work together
to improve overall effectiveness and accelerate success.
of the three corners representing the strategic foundation for all ITIL processes. Service management critical element of an ITIL implementation. CA CMDB • Front line support staff to capture Incident Management — provide point
knowledge
controls across the service lifecycle — Service excellence is achieved by elevating up a maturity provides a single source of truth about Configuration Item of capture for everyday IT Service
Portfolio Management, Demand Management and curve, enabled by rigorous application of PLAN-DO- information and the relationships between them. • Documents, events and alerts
N

Management data.
AC

incidents and problems influence the

A

At these points, processes support each other, sharing infor-

T
PL

problems and known errors Financial Management. CHECK-ACT.

• Resolution details
Output:
• Resolved and closed incidents
• Communication to end-users and
customers and management reports
quality of IT services provided by SLM mation to ensure somplete process optimization. These Output: Problem Management — key users of
intersections show why processes should be planned • Service Knowledge Management collected knowledge
Change Management — all solutions and together, and are points where automated technologies are Base
workarounds are implemented via RFC extremely valuable.

Event Management How It Works Service Desk CMDB Problem Management

Event management detects events, analyzes them and determines the correct
Management action. It provides the entry point for the execution of many Service
Operation processes and activities.
PROCESS ACTIVITIES PROCESS AUTOMATION
CA SPECTRUM; CA eHealth; CA NSM;
Detect (incl. fault detection)
CA Wily APM; CA Insight
CA SPECTRUM; CA eHealth; CA Wily
Filter and correlate APM; CA NSM; CA Security Command
Center; CA CMDB
Select response CA Service Desk Mgr; CA IT Client Mgr
CA Service Desk Mgr; CA Data Center
Review and action
Automation
Input: Key Process Relationships and Integration
• Event triggers include: CI performance,
Incident, Problem and Change
completion of task or job, user access
Management — for events that represent
to application
a situation to be handled by appropriate
Output: responses
• Request for Change
Service Asset and Configuration
• Updated CMDB
Management — uses events to determine
CI status
ITIL v3 is comprised of five phases: This function of the Service Desk is to act as the central point of contact between IT and A Configuration Management Database (CMDB) delivers greater management control of the Problem Management is responsible for the control of the lifecycle of all problems. It’s
• Service Strategy its users, handling all incidents, inquires and requests. It provides an interface for all other IT environment by providing a comprehensive view of IT service configurations. A CMDB is primary objective is to prevent problems and incidents, eliminate repeating incidents and
• Service Design Service Operation processes. the centerpiece of an ITIL implementation and supports a wide range of ITIL processes — minimize the impact of incidents that cannot be prevented.
• Service Transition including Change, Incident, Problem, Availability and Capacity Management. A CMDB provides
• Service Operation The primary objectives of the Service Desk function are: the “single source of the truth” about the mapping of Configuration Items (CIs) to each other
• Continual Service Improvement • To serve as the single interface for IT-related queries, complaints and service support issues. and to the IT services they support. The primary types of information stored within CMDBs PROCESS ACTIVITIES PROCESS AUTOMATION
• To ensure timely restoration of service, minimizing the impact of outages on business activities. are CIs such as assets, policies, users, processes etc., relationships and inter-dependences.
As Illustrated below, CA has created three Problem control CA Service Desk Mgr; CA CMDB
• To increase efficiency by automatically routing incidents to the appropriate personnel.
process maps — Service Design, Service Federation and Reconciliation
• To effectively eliminate root cause anomalies by managing the problem management process. Error control CA Service Desk Mgr; CA CMDB
Transition and Service Operations since most • Control all aspects of the change management process through the lifecycle of the change A CMDB employs a technique called `data federation’ that collects information from disparate,
process discussions are focused around these request. typically multi-vendor data sources across the enterprise. This collection of CIs, its attributes Proactive problem management CA Service Desk Mgr; CA CMDB
critical phases. and inter-relationship information is processed through the function called `reconciliation’ Management reporting and problem
Continual Service Improvement which identifies, synchronizes and rationalizes data to provide a single accurate instance of all CA Service Desk Mgr
Sample Critical Success Supporting Key Performance Indicators reviews
CIs and its attributes.
Ensure long-term customer retention and • Percent of customers given satisfaction surveys
Service Strategy satisfaction • Customer satisfaction rating of service desk
CA CMDB Provides Faster Time-to-Value Input: Key Process Relationships and Integration
• Percent of incident responded to within agreed-upon
Service Strategy is critical to the CA CMDB speeds time-to-value by providing the industry’s most comprehensive set • RFC’s from the Problem Management Incident Management — supplies Problem
response times (SLAs)
operations and tactics of Service • Number of incidents recorded not yet closed of capabilities: process or submitted independently Management with detailed incident records
• Pre-defined content, including more than 70 relationship templates. • CMDB
Management, as it provides a Reduce support costs by the efficient • Total number of incidents Service Asset and Configuration
use of resources and technology • Percent of incidents resolved at the service desk without • Over 140 pre-defined CI classes. • Forward Schedule of Change (FSC)
framework for Management — uses the CMS to identify
escalation • Multi-level visualization with pre-defined filters such as business service impact analysis Output:
• Designing, developing and imple- • Staff turnover rate wrong CI’s and to determine the impact of
and root cause. • Updated Forward Schedule of Change
menting service management as • Average cost per incident • Comprehensive reporting and rapid implementation best practices. problems and solutions
• Filtered RFC’s and approved RFC’s
a strategic resource • Number and percentages of incidents resolved remotely
• Unique versioning capability that enables you to establish baselines and standards, manage Change Management — all solutions and
without requiring a visit • CAB minutes and action plans
• Ensuring alignment between snapshots and analyze CI snapshots against baselines, milestones, standards and change orders. • Change Management reports workarounds are implemented via RFC
capabilities and service provided • Auto-mapping relationship capabilities that automatically discover CIs across the infra-
with business goals. structure and populates their relationship in the CMDB repository.

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