Service Modeling Examples: Discussion slides May 2013

Content Background 5 service examples, overview Illustration of one of the service example (to be elaborated on) Cross Value Stream Use cases Backup

Background and history We need a small set of illustrative Service examples that can be use to demonstrate and test the ITM Service Model Backbone. The set of services should span a reasonable diverse set of services, and not only capture the classical “Service developed as an in-house application then run in a datacenter” There is a number of earlier work on this that can be use as a reference for this selection: They are all in the back up slides Service examples used in RA version 1.0 and 1.1 Early elaboration on kinds of services done by Keith Reflections on services done by Ulrich Reflections on services to be consumable from a service catalog Orthogonally to the service examples there is a need for a consistent set of cross value stream use cases that can be used to validate the connectivity and tractability of the ITM RA

Service Examples Proposal for 5 examples to be used in illustrating ITM RA and Service Model Backbone SAP Invoicing mobile Application: development off app as well as configuration of SAP + setting up the service around delivering the mobile invoicing service HR service based on SaaS offering: implying model for representing a SaaS offering end to end Delivery of News service: implying news application, firewall configuration and news service monitoring Laptop service Compute as a service: delivery of a standardized way of consuming computing service.

Service Model: News service Conceptual Logical Realised/Physical

Cross Value Stream Use Cases

Backup

Service Examples in ITM RA 1.0 Deliver new SaaS HR service The roadmap for the PeopleSoft HR application calls for the mandatory upgrade to the latest release. Business also requests to explore a new SaaS-based HR application (Workday) that provides new features and a better user interface compared to the existing PeopleSoft HR application. IT creates a proposal to upgrade the existing PeopleSoft HR application and a proposal to deploy the Workday HR application. During the project planning cycle, the two proposals are evaluated and IT decides to retire PeopleSoft and deploy Workday. Maintain SAP service IT currently has SAP 6.0 in production, and there are a number of service enhancement requests and defects coming from business and IT operations. IT must plan for a deployment package that includes accumulated enhancement requests and defects. All enhancements and defects on SAP 6.0 application are aggregated into a SAP maintenance project, and then released as a deployment package one to two times per year based on needs and priority.

Examples for each category of service Keiths‘s Examples Business Service Related IT service category IT service level option IT services & capabilities that comprise the service model Infrastructure Services Application Services Information Services General Productivity Services Platform Services Payment processing Financial services Gold Hi Av Infrastruct. SAP FI Oracle RAC Mail & Messaging Leads generation CRM services Bronze N/A Salesforce BI services Middleware services (EAI) Force.com Newsfeed Firewall services Newsreader Content mgmt Browser Laptop / mobility Sales – call center Silver Call center telephony Collaboration (Chat) Non-Stop Support Support services Hi Av Infrastruct Svc Mgr 9 Oracle CMDB Partner integration Middleware services Virtual Infrastruc Extranet Tibco Silver Apache Web Svc Developer Svcs Apache MySql MapReduce Email Gmail Exchange Outlook Express Outlook Active Directory PC Lifecycle Productivity Svcs Laptop Managed Mobility COE Business Critical Infrastructure Hi Av Compute Cluster Compute RAID 5 ded storage HiAv Network Hypervisor QoS Records Mgmt Shared compute Shared storage TRIM MySQL IE 9 Examples for each category of service http://intranet.hp.com/HPIT/GetIT/support/Pages/a-z_index.aspx

Ulrich’s examples Conceptual Service Conceptual Service Blueprint Conceptual Service Blueprint Description Audio Conferencing Audio Conferencing v1 The audio conferencing blueprint v1 allows everyone to create scheduled meetings with up to 100 participants. Audio Conferencing v2 The audio conferencing blueprint v2 allows everyone to schedule ad-hoc meetings of up to 20 participants or scheduled meetings with up to 100 participants. CRM CRM v1 CRM v1 blueprint allows for customer master data management. CRM v2 CRM v2 blueprint allows for customer master data management, order management and campaign management. Mobile Business Access Mobile Business Access v1 MBA v1 allows remote access from iPad devices to 5 key business applications. Mobile Business Access v2 MBA v2 allows remote access from iPad and Android Pad devices to 15 key business applications. PC Lifecycle PC Lifecycle v1 The service offers to choose between three laptop version and two desktop versions every three years and provides (re-)image and break fix services. Relational Database Relational Database v1 Provides JDBC endpoints. Tenant Help Desk Tenant Help Desk v1 This application service provides isolated, multi-tenant help desk applications for external (paying) tenants NFS NFS v1 Provides NFS Services Computing Service Computing Service v1 Provides private cloud based in-house computing services Computing Service v2 Provides private and public cloud based in-house computing services J2EE Application Service J2EE Application Service v1 Provides J2EE platform services for development, QA and production.

Service Catalog examples