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1. Offset Offset Measure Y Offset Y Ref v Po Z Offset Z Ref vb JUNO Multiple Assets Locations and Cls Location Configuration tem Figure 3 33 Assigned work order 3 Sally clicks the Change Status button and approves the work order 4 After approving the work order Sally reviews the tasks and executes them After executing them she changes the status to COMP 136 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Getting a new mobile computer design Desi our Service Designer understands that designing an offering for a new mobile computer is not simple He writes an offering definition a basic jobplan and an overview of the workflow before starting the configuration Desi writes the following information gt Offering definition The IT department shall provide a new mobile computer with loaded OS and required software to users and optionally provide desk side support for customization gt Jobplan The jobplan includes the following steps a Obtain the mobile computer from internal inventory or from an external vendor If the mobile computer has to be procured from an external vendor the task must be performed by the procurement department b Install optional devices as listed in the specification sheet provided by the user and provide memory networking device c Install OS using the image and automated scripts d Install and custom
2. Page 1 of 1 4 4 E Catalog Orders Delivery Performance Average time to close days 8 125 Order Approval Date Close Date Time to Close days A A 2008 06 03 21 01 55 758 e caaaaconononanannnnonnns 2008 09 21 192242152204 e acananonononanannononoss osas A A 2008 06 04 OO ec scecssseceeesseeees 2008 06 04 18132157 e sessscsccessserccsssneees AR Ni arrancan 2008 06 04 09 03 55 813 a csscsceceessseseeeree 2008 06 13 11 50 31 002 es cisccceessseeeeeree O OO 2 AAA 2008 06 04 18232257125 scssssseccecessesscceeeee 2008 06 13 11 50 31 002 ss esecsessesssereees A 1039 2008 06 12 14 12 14 31 2008 06 13 11 57 23 531 1 O A ra asomar corren 2008 06 13 10 42 39 145 ae 2008 06 13 11 58 19 334 ssssssessrennen _ een ee rere A Ae 2008 06 13 11 20 27 164 a esecesssssscceeeee 2008 06 13 21 58 46 229 eo cscccscccesssscceeees es ee 2008 06 13 21 29 16 197 a cicscsseceeeseeees 2008 06 13 11 56 13 346 ss cesssseseeesseeees A pe ee ee 2008 06 13 13 01 88 ss cessscccccessenceeeeee 2008 06 13 14 02 57 e teccsceceessncseeeres NR 2 SEC A 2008 06 13 14 07 AT AB gannan 2008 06 13 14 13 17 716 0 vee OO e EE srvsoseeeeanenenennesencnnnnnegeaneneen gt EERE II AAN EI AA A 2008 06 14 00 01 55 492 non 2008 06 14 00 03 36 406 sisino AEA ATCT EE A AA 2008 06 14 000 agrisar 2008 06 14 12 58 20 159 acacancnononanannnnonnos oral A 2008 06 14 00 03 36 406 es sessssesceessseres 2008 06 14 AUNLI ececssseceeesseeees O Orders 16 September 21 2008 7 42 04 PM
3. Action Properties Action PMSCMR APPR A instruction szop idii Positive Y Expression Custom Class 7 PMSCMRAPP PMSCMR approval Dn IECAN PR Hie CI cance pS Communication Template Figure 3 37 Action properties c He terminates the workflow to a Stop node Note The action properties of a node direct the user to a specific action such as approving the catalog request or canceling the catalog request 144 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog The Negative Connection line terminates at another condition node with no task associated with it because it is required only to forward the flow to the next level Desi configures the next condition node in the work flow called HAS MGR To do so he completes the following steps a b Desi selects the node and clicks the Properties button in the tool palette He specifies the title as HAS MGR and provides a description for the title in the Description field In the Expression field Desi selects the SQL expression as requestedby supervisor is not null as shown in Figure 3 38 on page 146 then he clicks OK to close the window The Positive Connection line terminates at the task node for approval The Negative Connection Line connects the flow to an Interaction Chapter 3 Scenarios 145 E Workflow Designer Microsoft Internet Explore
4. l I l l l l J l l l Service De livery Manager Analyze whether offerings are delivered according to the standards agreed upon with customers such as SLAs Service Catalogue Manager Administers service catalogue applications Figure 2 29 Different roles involved in the service offering cycle Elements associated with system users In the Tivoli Service Request Manager Service Catalog various elements are defined and associated with specific users which restricts access to certain parts of the system or defines how a particular user can act according to the general service offering flow Table 2 1 summarizes these definitions Table 2 1 Common elements associated with system users cement Petnon A logical grouping of common tasks in the service offering cycle that users can automate or execute An entity that can log onto the system 66 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog E CC Security Group A security definition associated with users that defines the level of access to application modules and functions Person An individual usually an employee who stores personal data Start Center Application templates associated with security groups In the Tivoli Service Request Manager Service Catalog security groups enable administrative users to manage user authorizations and access rights to sites applications st
5. Create Database Distrib ution So Source Maximo instance Target Maximo instance Figure 4 10 Physical migration steps Chapter 4 Migration Manager 163 Figure 4 10 on page 163 also shows the two types of possible distributions file distribution and database distribution which we describe in a later section 4 4 1 Package definition Package definition is the process of identifying the content of a package which has to be migrated to any target environment in a source environment see Figure 4 11 The following several steps are necessary to create a package definition 1 Specify the type of package Snapshot Change 2 Specify migration groups that is content from the database you want to migrate 3 Specify compiled sources Content outside database Content uploaded during package creation Maximo tables MBOs Migration object Migration group Package Definition _ Dependent Groups Figure 4 11 Package definition process Each package definition has a status and must therefore be approved prior to activation This process also enables you to route the definition through an approval workflow 164 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog The following two types of content are recognized gt Content in database Content in a database is typically tables and records in the IBM Tivoli Service Request Manager schema or the I
6. Insta l configure Implement backup database Figure 1 10 Elements supported by services and service requests through granularity range Chapter 1 Introduction to service concepts 17 The service offerings in Figure 1 11 have diverse audiences and support different elements of the business ranging on the granularity scale from IT components to business processes The specification of which elements of the organization are supported is an initial link between portfolio market spaces and the creation of a service For example the market space Information is safe and protected can be chosen as a priority during portfolio definition In the process of defining the portfolio the requirement that no specific data can be prioritized is included and then a function based element backup is chosen as one of the supported elements of the organization A backup service is defined as a service catalog entry and an SLA that defines the service levels is created for this service between the provider and the client Finally service requests such as backup creation policy modification and backup restore are defined to support the backup service As described earlier in the market space scenario the opposite can also be accomplished reorganizing already established service requests around an outcome and possibly adjusting them to better support the outcome Figure 1 11 illustrates the service structure of a giv
7. Offering RESETPWD Organization Status E E E Click image to enlarge Service Fulfilment LNPWDRESET Add Modify Image f Xx Service Group Attachment Library Folders Service Duplicate an Offering Currency Offering Catalog Taxonomy Add Modify Attribute Keywords Password Reset Lotus Notes Offering Catalog Taxonomy Description Enterprise Sec Add Offering to Catalog Attachments amp o Create and Close Requi Figure 3 24 Add offering to the catalog 14 Next Desi makes the offering active by selecting Change Status 15 From the drop down he selects Active and then clicks OK 16 Desi designates the Service Fulfillment option as Active by opening the Start Center and selecting Service Fulfillment 17 On the List tab Desi selects the fulfillment as LNPWDRESET 18 Then he selects the status as Active 19 Finally Desi checks Roll new Status To Organization and clicks the OK button 3 4 Scenario 3 Creating workflows In this scenario we describe the process of creating a workflow The name of the service is Getting a new Laptop In this scenario we use the supply chain service as we did in 3 2 Scenario 1 Searching for offerings on page 91 However in scenario 1 we manually completed all approvals and made no assignments to users that is the users had to access the applications and approve the objects In this scenario we use automatic assignments and approvals
8. 3 migration X D My Recent Documents Desktop Pm My Documents My oi lt f gt My Network Places e e EX Size 8 KB 8 KB 8 KB 7 KB 9KB 9KB 2 593 KB 82 KB 42 KB 138 KB 123 KB 3 811 KB 92 KB 36 KB Name swf _55_MXHT_MAXIMO_200 47 55_MXHT_MAXIMO_20 CD mmsrwf_SS_MXHT_MAXIMO_ pe sdobj1_55_MXHT_MAXIMO_2 ED sdwf4_55_MXHT_MAXIMO_2 CD sdwf3_55_MXHT_MAXIMO_2 ED bpm_test_qawin06_ORA102 1 eam_b26_mm_deploy_pkg_b Cal eam_b26_mm_deploy_pkg_b S eam_b26_mm_deploy_pkg_b ED ac9R91_MxServer_maximo zip E 3LG9R91_MXServer_maximo log E eam_b26_mm_deploy_pkg_d e eam_b26_mm_deploy_pkg_d lt Type Winzip File Winzip File Winzip File Winzip File WinZip File Winzip File WinZip File JPEG Image JPEG Image JPEG Image Winzip File Text Document JPEG Image JPEG Image Date 2 19 2 19 2 19 2 1 21 2 1 21 2 1 21 1 25 11231 1 23 1 23 1 23 1 23 1 23 1 23 5 File name Files of type Figure 4 53 Select file to upload srwf_SS_MXH T_MAxIMO_20080219104735 2 fan Files y gt Cancel 4 Select the file srwf_SS_MXHT_MAXIMO_20080219104735 zip and click the Open button on the dialog box to start the import You see a message the red notification on the menu bar in Figure 4 54 Package file srwf_SS MXHT_MAXIMO 20080219104735 zip has been successfully uploaded Migration Manager Bullet
9. 4 Oscar clicks the Route Workflow icon and approves the request The work order is automatically created Chapter 3 Scenarios 135 Sally the Operations Specialist approves the work order and reviews and executes the required tasks by completing the following tasks 1 Sally signs onto the IBM Tivoli Service Request Manager application 2 From her Start Center she opens the work order which is at the WAPPR stage as shown in Figure 3 33 This configuration differs from that in scenario 1 because in this scenario the Operations Specialist approves and fulfills the work order In scenario 1 Oscar approved the WO and Sally reviewed the tasks Work Order Tracking Buletins 0 A GoTo lt Reports StartCenter Profile X Sign Out Help O ae er A List Work Order Plans Related Records Actuals Safety Plan Log Failure Reporting Specifications eo Top Line Laptop offering E Se Attachments 7 a IS 5 s toa CJ oO vote pe sen Configuration tem A GL Account Inherit Status Changes Feature Failure Class Accepts Charges E y Feature Label Problem Code ls Task Under Flow Control Parent WO Suspend Flow Control Flow Action Classification Class Description Launch Entry Name il Flow Action Assist Asset Details AT Warranties Exist Charge to Store o i O Start End Asset Up on Pry 2 VB Dw JU Reference Point Reference Point
10. Chapter 3 Scenarios 127 128 Note In this scenario we show you only those details of the configuration steps that are essentially different from those used in scenario 1 In this scenario for example jobplans are configured in the same way as in scenario 1 and instructions for configuring them are not repeated here see Jobplans on page 118 Sarah a Service Request Manager Self Service User joins EAGLENA Ltd and needs a new mobile computer The following actions are taken when fulfilling Sarah s request 1 The system must verify whether Sarah is a VIP If not the system must obtain her managers approval 2 The catalog purchase requisition order must be approved by default and a catalog order is created automatically 3 The catalog order must be approved by the Service Catalog Manager The individual who is responsible for providing this approval is SC MANAGER 4 The work order is created automatically when the catalog order is approved 5 Then the jobplan associated with the catalog order must be invoked automatically 6 The owner of the jobplan must approve the work order 7 The respective task owner specified in the jobplan must complete the tasks and close the work order 8 When the work order is closed Sarah must be notified of the work order status so that she closes the catalog request Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Sarah must complete the following s
11. USER View Catalog Requests View Service Requests VIEWSR View Shopping Carts PMSCSHCART Warranty Contracts CONTWARRTY Web Services Library A Work Order Tracking WOTRACK aa A AA A ARA RARA O 78 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Request workflows The supply chain between the components of the service catalog is developed with the IBM Tivoli Service Request Manager workflow tool The workflows shown in Figure 2 38 are used in new and standard service offerings The figure depicts the supply chain workflow service Order Automation Supply Chain f B CA Layer Catalog Requests Catalog PRs Work Order Business Object Layer End User Request m Y s i via Workflow User entitlement and end to end automation Figure 2 38 Service automation with workflows To understand how workflows are implemented in Service Catalog see the Workflow Designer Canvas application as shown in Figure 2 35 on page 73 Figure 2 39 on page 80 shows the preconfigured workflows for Service Catalog These workflows are preconfigured so you do not need to create them from scratch You can also create new workflows by using these workflows as templates Chapter 2 Introduction IBM Tivoli Service Catalog 79 oc A g Description jec Process Revision Enabled 50 Approval Build New Standard Server Im PMSCSO 50 Approval Server Hardware Installation PMSCSO 5
12. ISBN 9780113310456 38 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog gt Service Fulfillment component The component of the Service Catalog Supply Chain responsible for the execution of a set of work orders that correlate to a service requisition gt Service Fulfillment Planning component The component of the Service Catalog Supply Chain responsible for converting a set of service orders that correlate to a service requisition into a set of work orders that completely and correctly fulfill the service requisition gt Service level Measured and reported achievement against one or more Service Level Targets Service level is sometimes used as an informal term to mean Service Level Target gt Service Level Agreement SLA An agreement between an IT Service Provider and a customer The Service Level Agreement describes the IT service documents Service Level Targets and specifies the responsibilities of the IT Service Provider and the customer A single SLA might cover multiple IT Services or multiple customers gt Service Level Management SLM The Process responsible for negotiating Service Level Agreements and ensuring that these are met or eventually improved SLM is responsible for ensuring that all IT Service Management Processes Operational Level Agreements and Underpinning Contracts are appropriate for the agreed Service Level Targets SLM monitors and reports on Service Levels and
13. Jobplan gt Offerings gt Fulfillment options Service fulfillment The service fulfillment process requires completing the following steps 1 Desi the Service Designer signs onto the system 2 He selects Service Request Manager Catalog gt Service Inventory gt Service Fulfillment 3 Desi provides an appropriate ID to the service fulfillment definition In our scenario the ID is NEW LAPTOP 4 He links an appropriate service group He creates DOC as the service group for Desktop Laptop Support 5 Desi links a Service for the service fulfillment definition Because this installation is a new one he has chosen IMAC Note IMAC stands for Installation Move Add and Change These services are typically performed for one user at a time and the following services are included gt Installations of new equipment gt Equipment moves gt Additions to existing devices gt Configuration changes 6 Select the fulfillment tyoe as Supply Chain Note The Service Designer must ensure that all the service and service groups are created and linked to the offerings Because providing a new mobile computer to new users comes under the purview of the Desktop Operation Center this service is mapped under DOC service group 140 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Defining a process workflow The objective of workflow in the supply chain is to provide the following services gt Prov
14. Monitor Store Information Securit y Protect Financial is accurate Evaluation Audit Analyze Applications anio People Peopl eople are integrated Lines of Service Portfolio Principle Integration Connect Integrate Utility Asset Examples of outcomes Figure 1 7 Connecting lines of services and client assets to define outcomes that form different market spaces Chapter 1 Introduction to service concepts 13 The risk of not using a market space approach is offering services that do not have a clear connection to the outcome the audience including users and clients wants to achieve Having the market space as a guide can orient the strategy and design toward business outcomes and avoid unnecessary expenses See the following market space scenario for an example Market space scenario wasting money on financial reports The IT department of a large bank generated a report of all transactions that occurred in a certain period of time The creation of the report consumed a considerable amount of time and machine resources and was composed of millions of entries Because the bank had always generated the report no one ever questioned whether it was useful An observant IT manager noticed that the entire report could be generated by demand The IT manager also realized that the financial team required smaller reports listing specific transactions The manager built a centralized services port
15. Searching for offerings on page 91 gt Scenario 2 Accessing external sources on page 121 gt Scenario 3 Creating workflows on page 127 Copyright IBM Corp 2008 All rights reserved 89 3 1 IBM Tivoli Service Request Manager Service Catalog scenarios 90 To better understand the service offering flux from ordering to fulfillment and to more deeply consider the issues that a Service Designer must take into account when configuring a service offering this chapter discusses two service offerings from two perspectives service offering design and the service offering ordering and fulfillment cycle The former perspective describes the design process that you undertake when configuring service offerings The latter perspective shows how the Tivoli Service Request Manager Service Catalog product actually works when you order and receive a predefined service offering These two perspectives are integrated into the three scenarios that we present in this chapter Our scenarios use the standard roles security groups and users which are listed in Table 3 1 Refer to Roles on page 65 in Chapter 2 for additional details on system users and security constraints We use the default password maxadmin In the Service Catalog Administrator role you can make changes to user passwords or to the security groups associated with each user by selecting Security gt Users Table 3 1 User profiles CO EEC Self Service
16. Shopping Cart Favorites Recommended Search Service Tooling Extensibility Catalog definition tooling Service amp Offering definition tooling Order Fulfillment Fulfillment Option definition tooling Upgrade tooling Descriptive Action Supply Chain Service Monitoring Best Practice Content Process Integration Roles and Start Centers Service Definition Templates Common Service Requests Request Workflows Launch to Incident Problem and Change KPIs and Thresholds CMDB Integration CI selection Queries and Reports Escalations and Notifications Figure 2 8 Five cycles of the Service Catalog We describe these capabilities in the following sections 2 4 1 Service tool In Tivoli Service Request Manager open the Go To menu The Service Request Manager Catalog menu contains the Service Inventory submenu which includes the following options see Figure 2 9 on page 50 gt Catalogs gt Service Fulfillment gt Offerings gt Fulfillment Options Chapter 2 Introduction IBM Tivoli Service Catalog 49 Administration Asseta Change Contracts Financial M Infrastructure Integration Inventory Planning Purchasing Release Security Self Service Service Desk a El E Es Eb o F EZ E fi TT E e 2 Service Level Service Request Manager Catalog System Configuration Task Management Work Orders of Catalogs Offering Catalog View Catalog Requests View Shopping Carts Service Order Ma
17. The Log tab provides a way to register communications between the requester and the delivery organization Service Requisition User Manager perspective Now that the order is complete a business level approval is required This level of approval checks for example whether the requester can order this kind of offering or whether any kind of contractual constraints or charging policies might apply to the offering In this scenario Manny the Service Requisition User Manager completes the following steps 1 Manny logs onto the system as the Service Requisition User Manager 2 Manny selects Service Request Manager Catalog gt View Catalog Requests 3 Sarah s request is designated WAPPR Waiting for Approval He clicks it 4 Then Manny clicks Change Status and approves the request After approving the catalog request a purchase requisition is generated and Sarah s request is ready to go to the delivery organization Operations Analyst perspective Oscar the Operations Analyst works at the delivery organization and he routinely checks for purchase requisitions catalog orders and work orders After Manny approves Sarah s request Oscar has to review the generated purchase requisition In this scenario we demonstrate the different levels of approvals that can be selected all of which can be automated by workflows As Operations Analyst Oscar completes the following steps 1 Logs on as the Operations Analyst 2 Osc
18. and creates Work Orders Service Fulfillment Planning Creates POs based on composite service plans Service Order Planning Creates Requisition Service Catalog Supply Chain Figure 2 1 General overview of Service Catalog The Administrative and Service Definition tool is a collective set of applications that manage the definition of the content necessary for the execution of the supply chain flow The Administrative and Service Definition tool includes among other applications applications for defining services offerings and catalogs and for identifying suppliers and providers of those services and their capabilities The Maximo Business Objects MBO or data layer accessible from the Products window displays the main set of data objects and associated business logic that supports the execution of the Service Catalog Supply Chain The Service Catalog Supply Chain application flow is a concept that represents the complete service requisition fulfillment path from service requisition submission all the way through to the complete fulfillment of the requisition Four generic components of the Service Catalog Supply Chain represent service oriented architecture SOA components that interact with each other in a well defined manner Clients can replace any of the four components with custom implementations of their own Chapter 2 Introduction IBM Tivoli Service Catalog 41 We define the following four generic set of c
19. holds regular customer reviews gt Service Level Target SLT A commitment that is documented in a Service Level Agreement Service Level Targets are based on Service Level Requirements and are needed to ensure that the IT Service design is fit for purpose Service Level Targets must be measurable and are usually based on KPls gt Service offering A service stored within a service catalog that can be ordered by a service requestor A service offering references one service definition The reference can be to a composite service which is composed of a sequence of one or more Basic Services Iqbal Majid Nieves Michael Service Strategy London Crown Publishing 2007 ISBN 9780113310456 Chapter 2 Introduction IBM Tivoli Service Catalog 39 gt Service Order Planning component The component of the Service Catalog Supply Chain that is responsible for converting a service requisition into a set of service orders that correlate to that service requisition gt Service Provider An organization supplying Services to one or more customers Service Provider is often used as an abbreviation for IT Service Provider A Service Provider typically supplies its services in an opaque manner There might be multiple Service Providers that can render a particular service gt Service request Refers to the IBM Tivoli Maximo Service Request Maximo Business Object It is a subclass of the Ticket MBO It is used to submit
20. 207 Online resources caca ada adas 207 How to get REODOOKS oa stan rana 208 Helproom IBM sexe eid aids mbes eon ee ead dee ee eed oleae et ee eh Oe a ote tte 208 O sau foes A 209 Iv Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Notices This information was developed for products and services offered in the U S A IBM may not offer the products services or features discussed in this document in other countries Consult your local IBM representative for information on the products and services currently available in your area Any reference to an IBM product program or service is not intended to state or imply that only that IBM product program or service may be used Any functionally equivalent product program or service that does not infringe any IBM intellectual property right may be used instead However it is the user s responsibility to evaluate and verify the operation of any non IBM product program or service IBM may have patents or pending patent applications covering subject matter described in this document The furnishing of this document does not give you any license to these patents You can send license inquiries in writing to IBM Director of Licensing IBM Corporation North Castle Drive Armonk NY 10504 1785 U S A The following paragraph does not apply to the United Kingdom or any other country where such provisions are inconsistent with local law INTERNATIONAL BUSINESS MACHINES CORPO
21. Class Communication Template Sfumnore Ja foao Details Communication Template N 4 Notification to service desk agent of high priori il E Send To SDAGNT Subject SR ticketid has been allocated high priority Message Please take action on SR ticketid which has been set to priority internalpriority Figure 4 20 Example workflow action role and notification To successfully migrate the workflow from source to target we must migrate not only the workflow but also the related roles actions and notifications used in the workflow 174 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 4 5 2 Package definition To migrate the example workflow using the Migration Manager complete the following steps 1 From the GoTo menu select System Configuration gt Migration gt Object Structures as shown in Figure 4 21 gt GoTo lu Reports 2 Profile Sign Out Hel E gt Start Center E Administration gt l Assets gt E Change Modify Existing Template W83 Update Start Cente il Contracts gt Financial PostDate Expiration Date Viewed S T infrastructure b ER Integration gt Y inventory bes to view Planning gt e Preventive Maintenance P BE Purchasing gt Refresh dl Release gt Start Date Route Security b Self Service gt sb Service Desk gt tia Service Level
22. Composite Services Data Network Services MDesktop Operations Support mDistributed Client Services Enterprise Security Management Fixed Cost Service Requests mServer Systems Management Dowload 4 No rows to display Figure 3 26 Offering Catalog application Find what you need window 130 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 4 Sarah selects the Top Line Laptop link The dialog shown in Figure 3 27 is displayed Om O 220 a kas aS Q a 1040 Address E http athens itsc austin ibm com maximo ui event loadapp amp value pmscshopex amp uisessionid 1203441056078 inks E Free AOL amp Unlimited Internet 2 Free Hot mal IBM Business Transformation Homepage J IBM Internal Help Homepage 4 IBM Standard Software Instaler 2 Index forum F Settings Av Upgrade your Toolbar Now EMail My Yahoo Ed Answers Games Anti Spy Find what you need Calado GATALOGP Contnsalphasetseniees O tems in Cart a View Cart l View All Carts Start New Cart Composite Services Data Network Services Desktop Operations Support Distributed Client Services Enterprise Security Management a Fixed Cost Service Requests Server Systems Management Ofna SN opte O There are no breadcrumbs to display me a E Caras Gre No rows to display Figure 3 27 Offering Catalog application Catalog tab 5 S
23. DE AEDE EAE AEAEE AEE AE AE AE AE Offerings Microsoft Internet Explorer xX Ple Edit View Favorites Tools Help 2 2 ae A 3 SA a mec Y CD Drive D feb Search 2 Bookmarks F Settings Upgrade your Toolbar Now J Mail My Yahoo EAnswers Games ae Offerings Bulletins 0 AA A Start Center amp Profie SignOut Heip In Ld ae ds a 21e 1 List 0 tierno Sjea ton Offering M offering for reseting the LN password E dE Click image to enlarge Service Group Service Offering Catalog Taxonomy Offering Catalog Taxonomy Description pS SS A Saeed F se E a Bitte lt lt MCOMPOSIT Composite Services a There are no available child classifications for assetcatalog PMSCSRVOFF El MDNSVCS Data Network Services E MDOCSUPPORT Desktop Operations Support El MOSTCSVC Distributed Client Services E MESECMGMT Security Management E MSRVSMGMT Server Systems Management Figure 3 21 New offering 3 Desi defines an ID for the offering and then provides a long and short description Desi makes sure that the service fulfillment option he selects is LNPWDRESET 4 Desi selects the taxonomy under which the offering must be mapped In our scenario Desi selects the taxonomy ESECMGMT Y IDTYACC Enterprise Security Management Identity and Access Desi specifies an agreed upon price for the service
24. Fulfillment configuration attributes Create workflow using All objects overriding Workflow Designer and link it organization level to PMSCSO object configuration Select Approved Catalog All objects under particular catalog orders at organization ORGANIZATION level Work order WO Create workflow using All objects Workflow Designer and link it to Work Order object Create workflow using All objects under particular Workflow Designer and link it organization to Organization attributes Linking workflows as object attributes Objects such as offerings and service fulfillments have under their configurations the option to link a workflow to PRs and COs For example select Service Request Manager Catalog gt Service Inventory gt Offerings and list one of the offerings as an example Under fullfilment information you can define a Purchase Requisition Approval workflow For the organizational level configurations select Administration gt Organizations gt Select Action menu gt Service Catalog Options gt Workflow options for Service Catalog to link workflows and Catalog Order options to define automatic approvals 3 Desi saves the offering record 4 He selects the Specifications tab gt Specification The offering also has its own specifications and Figure 3 16 on page 111 provides an example of how they relate to the service fulfillment ones Chapter 3 Scenarios 117 5 Desi clicks New Row and adds t
25. He enters the Currency Type as USD Next Desi checks Create and Close Requisition under service usage tracking He checks it only if he wants to track action services 8 Desi classifies the offering and the attributes that are required for this offering He clicks the Specification tab 9 Under the Specification section Desi clicks Add New 124 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 10 Then he clicks the Attribute icon which displays the panel shown in Figure 3 22 At il nhl eal i Qm O BBO Pea mmm os 0 LEO gt Address a het Jlathens itsc austin ibm com maximo eventadapp amp vaue pmscsvofeadtonalevent nsetuisessond 1203991335171 Games o Offerings Bulletins 0 A GoTo ls Baas Start Center amp Profile Sign Out Help nti Beet Action MmJd2ies als List Offering Specifications Offering offering for reseting the LN password El Service Fulfillment Classification ESECMGMT IDTYACC Service Fulfillment Classification Description Presentation Offering Attribute Figure 3 22 Attributes 11 Desi selects Employee Name Employee E Mail ID and Current Office Address Chapter 3 Scenarios 125 12 Then he selects the Mandatory Option for the three attributes as shown in Figure 3 23 8 ee oe o e en iat El ji 050 nt i XDIO e A ooo Ox O HAO sm ka O 2 4 Q AO Address http athens itsc a
26. ID Change User Name or Cer Reset Password LIC ITIM Lotus Notes ID Reset Password Lotus Notes ID Change Password Lotus Notes ID Create Account Lotus Notes ID Create Account Lotus Notes ID Create Account Reset Password LIC Standard Model Laptop Top Line Laptop Figure 2 25 Shopping Cart list dy Entered Date 2008 03 13 14 56 2008 03 13 14 56 2008 03 13 14 55 2008 03 13 14 55 2008 03 13 14 54 2008 03 13 14 50 2008 03 13 14 50 2008 03 13 10 57 2008 03 13 10 55 2008 03 03 16 52 2008 02 26 17 47 2008 02 20 14 30 Bulletins 0 GoTo Ik Reports Date From Date To Offering Requested By PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU Requested For PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU PMSCSRU A Start Center 2 Profile Sign Out Help Total Cost 585 00 25 00 25 00 25 00 25 00 25 00 25 00 25 00 25 00 25 00 300 00 dd dd d d ff Zi d ff g g g g X IXS XIX XIX XIX KK KK 300 00 Go To Offering Catalog Start New Cart This tab saves the selected service offerings in a cart and creates a new cart 4 Offerings depending on the selected offering catalog In this area you find the service offerings depending on the selected offering catalog and the chosen taxonomy The Tivoli Service Request Manager functions for
27. MRMGRAPPR and clicks the Properties button in the tool palette b He clicks the Action button and from the drop down he selects PMSCMR APPR PMSCMR APPR is an action that is displayed from the installation box this action is meant to verify the material request approval c Desi selects the communication template PMSC_GAMR1 This template also is displayed from the installation and is meant to communicate to the relevant parties the progress of the request The Service Designer also can customized or created this template as needed d Click OK to close the window 10 Next Desi must validate the workflow process To do so he chooses Select Action and clicks Validate process 11 After he validates the workflow process Desi enables the process He chooses Select Action and clicks Enable Process 148 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 12 Then Desi activates the process by opening Select Action and clicking Activate Process After Desi completes the previous steps the workflow appears as shown in Figure 3 40 Workflow Designer Microsoft Internet Explorer File Edit View Favorites Tools Help GH pack O x ado Search fe Favorites 2 2 Gy amp aa a mpi 13 Address http a itsc austin ibm com maximo ui maximo ee ec ic 1204133019609 Y a Search 7 Bookmarks F Settings 4h Upgrade your Toolbar Now Mal My Yahoo EjAnswers GGames 2 gt
28. Portfolio Decisions PORTFOLIO DECISIONS What lines of services should be implemented Is it more cost effective to provide internally or to outsource Business STRATEGY Firewall support service line should be implemented internally DESIGN What are the service offerings policies control points escalations Continual Improvement Operate CREATE Implement firewall rule creation and update service offering MONITOR How fast and Mantas effective is the rule creation or update EN gt Continual Improvement Operations Figure 1 3 Feed path different actions and common concerns 10 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog BUSINESS IMPERATIVES Are our information assets secure Portfolio Decisions Business Imperatives Develop amp Deploy CONTINUAL IMPROVEMENT Delivery costs are growing long time to deliver the requests manual and bureaucratic approving methods user satisfaction is low high level of succesfull intrusions indicate the rules are ineffective Continual Improvement Operate Continual Improvement MONITOR How fast and effective is the rule creation or update Manage BR gt Operations Figure 1 4 Feedback path different actions and common concerns 1 3 2 Service portfolio and catalogue The section discusses
29. Process Revision Figure 3 36 IS VIP conden node prosas Chapter 3 Scenarios 148 6 This condition node has one Connection Nodes Property which is configured to perform a task to approve the material request To do so Desi completes the following steps a He highlights the node and clicks the Properties button in the tool palette b Desi maps the action in the Action field as PMSCMR APP which is pre created in the application as shown in Figure 3 37 Desi undertakes this action to change the status of the catalog request to APPROVED E Workflow Designer Microsoft Internet Explorer di He Edit View Favorites Tools Help ae Owa O dA sm kraos 2 24 WRB Address http athens tsc austin bm com maximo ui maximo jsp event render tar getid wfdesign amp value rerender amp uisessionid 1204133019609 ly Go Links 8 Customize Links E Free AOL amp Unlimited Internet Free Hotmail 3 IBM Business Transformation Homepage 2 IBM Internal Help Homepage 2 IBM Standard Software Installer Index forum Y cDDrive D Workflow Designer Butetns 0 Goto M Repons A Start Center 2 Profile Sign Out Help ieee Od 210 Naag List Canvas Process Process PMSC_GAMR1 PMSCMR requestor s Manager Approval Proce El Changed By PMSCADM Enabled ae f gt Object PMSCMR pa Changed Date 2008 0225 11 50 04 Active Process Revision 2 Interactive Initiate w
30. Service Fulfillment Bulletins 4 GoTo lit Reports Start Center 2 Profile Sign Out 7 Help ia i Fina _ fh Select Action Mod SE SA List Service Fulfillment Specifications 2 Service Fulfillment PMSC_0017 Firewall Change Requests Ja Classification PMSC_DNS PMSC_O A Classification Description Data Network Services 1 Operations Filter gt imie ie t Sof5 Download Attribute Description Data Type Alphanumeric Value Numeric Value Uni of Measure b TCPPORTS TCP PORTS ALN 4 4 u UDPPORTS UDP PORTS ALN 2 yu SOURCEIP SOURCEIP Description ALN y 2B DESTIP y DESTIP Description ALN F y P B p RESTDESP REST WIN Description ALN T Figure 3 17 Specifications for the firewall change request 4 Desi then clicks the Change Status button and defines the status as Active 5 He saves the Service Fulfillment record Offerings An offering is a design object that defines how the purchase requisition and catalog request works and how the service is displayed to the user An offering must not exist without a provider who provides the service and that is why defining an service fulfillment object is mandatory before creating an offering Chapter 3 Scenarios 113 114 The Service Designer can define the offering directly from the Select Action menu of a given service fulfillment or go to the Offering window and link it As Service De
31. Tivoli Service Catalog 57 2 4 2 Shopping user interfaces In this section we discuss the shopping user interfaces Shopping cart and favorites In the Start Center for the Service Requisition choose Offering Catalog from the My Favorite Applications panel see Figure 2 20 Start Center Bulletins 0 GoTo lbt Reports StartCenter 2 Profile Sign Out Help Us Change Content Layout EB Display Settings WE Update Start Cente My Favorite Application La Bulletin Board Y Message Post Date Expiration Date Viewed ce aie i N N Catalog Requests Ed There are currently no bulletin board messages to view W View Shopping Carts Inbox Assignments nn Refresh xa View Catalog Requests Description Due Date No Assignments found for Search E My Catalog Requests 7 Filter gt dh Dj gt Service Request Manager Search re j Requisition Description Requested By Requested For CA CA A 1101 Top Line Laptop offering APPR PMSCSRU PMSCSRU 1103 Top Line Laptop offering PMSCSRU PMSCSRU 1097 Top Line Laptop offering PMSCSRU PMSCSRU 1099 Top Line Laptop offering PMSCSRU PMSCSRU 1088 Top Line Laptop PMSCSRU PMSCSRU 1093 Top Line Laptop PMSCSRU PMSCSRU 1105 Top Line Laptop offering PMSCSRU PMSCSRU 1109 Top Line Laptop offering PMSCSRU PMSCSRU 1113 Top Line Laptop offering PMSCSRU PMSCSRU 1115 Top Line Laptop offering PMSCSRU PMSCSRU Set Graph Option
32. When you select an action service in the Offering Catalog application an offering dialog is displayed you can view the offering information in this dialog The offering dialog also enables you to input information required by the offering as defined by the offering attributes and to execute the offering The service application associated with an action service can be one of the following several types gt An external URL You can designate external URLs by Service Request Manager Launch in Context entries gt Another Service Request Manager application You can invoke alternate Service Request Manager applications either through Service Request Manager Launch in Context entries using relative URL addressing or through Service Request Manager workflows gt A standalone executable You can invoke standalone executables through Service Request Manager workflows Action services can pass information including attribute information to a launched service Supply chain service A supply chain service is used when you want to create a new service in the service catalog that utilizes the full service catalog fulfillment capabilities For example catalog purchase requisitions catalog orders jobplans and work orders are Service Catalog fulfillment capabilities When you select a supply chain service in the Offering Catalog application an offering dialog is displayed you can input information required by the offering as defined by
33. Workflow Designer Bulletins 0 GoTo l Reports Start Center amp Profile Sign Out Help Lv Find fh Select Action NJ 42142 100 Bin List Canvas Process Process PMSC_GAMR1 PMSCMR requestors Manager Approval Proce Changed By PMSCADM Enabled Process Revision BE Interactive Initiate ANN XE MRMGRAPPR STOF 11 Figure 3 40 Completed workflow Table 3 10 shows how each object must be automated Refer to Table 3 6 on page 116 to see all available automation methods Table 3 10 Automation process for each object CO Catalog request Workflow linked to PMSCMR Purchase requisition Purchase requisitions automatically approved at organizational level Chapter 3 Scenarios 149 COI Catalog order Workflow linked to service fulfillment 150 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Migration Manager This chapter presents an overview of the Migration Manager which provides an easy way to migrate your IBM Tivoli Service Request Manager V7 1 configuration from a source environment to a target environment Copyright IBM Corp 2008 All rights reserved 151 4 1 Development cycle Many companies today face a problem related to the amount of time required to configure and customize applications These companies probably have multiple IBM Tivoli Service Request Manager environments but use only one environment for development A numbe
34. around roles not people thus carefully linking people or groups of people to their responsibilities in the process is important Chapter 2 Introduction IBM Tivoli Service Catalog 65 ra Monitor N m D eae Create Order Manage Fulfill Monitor Offering design Shopping for Analyze order Accomplish and Analyzeand lt X Order Fi and publishing service offerings and approve deliver offering dis Manage S Sie ace All objects Service designer A Link the requirements and SLAs to an offering FON A n type tasks approvals controls and KPIs Self Service User E Searches for and orders offerings and consults the status E l f ES l Pa Object that is y generally accessed by the role to order analyze control or p i fullfill an offering CR Catalog Request PR Purchase request CO Catalog order WO Work order Service Requisition User Man ager wo Serves as interface between incoming requests and delivery analysis filtering Operations Analyst Decides how to fulfill catalog orders according to the delivery structure wo i co Operations Specialist Fulfills tasks often specialized in a platform or application WO Service Execution Manager ALL Analyzes work orders and catalog orders and verifies whether they are delivered according to internal standards T l
35. attribute for each specification To add attributes Desi completes the following steps 1 As Service Designer Desi selects Add Modify attribute from the Select Action menu 2 Desi then clicks New Row to access the Details section For each specification in Table 3 4 on page 114 he must define an attribute with a value and an unit of measure 112 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog About attributes Attributes define types of information that is stored and linked to a particular object These fields can be text free or can be restricted to a particular domain such as configuration items In this case they must be linked to a system table The data type can be Numeric Alohanumeric or Table In our scenario Desi defines the attributes as Alohanumeric He selects the Table type and defines a Domain to provide a list of options for each specification Alternatively Desi can define the data type as Numeric He can add domains by selecting System Configuration gt Platform Configuration gt Domains About units of measure If you cannot find the specified units of measure choose the Select action menu of Service Request Manager Catalog gt Service Order Management gt Catalog Purchase Requisition and find the Unit of Measure and conversion option 3 Desi adds the attributes that he defined in the previous step to the Specification area of Service Fulfillment clicking New Row see Figure 3 17
36. business and IT 4 142 Service encapsulation ey iene de A Leeuw eS 5 1 3 Service management o o oooccoc ee ee eee 8 1 31 IT Senice CY CIOS ia EA bea iets A ele 9 1 3 2 Service portfolio and catalogue 0 cee eee 11 1 4 Service granularity 0 0 0 0 ccc eee 17 1 5 Sence COMPlEOXIY iniciar iv rai wine bhai 21 1 5 1 Designing ServiceS isas erran iaa aaa a a ees 21 1 5 2 Service Catalog framework 1 0 0 0 ce ees 29 Chapter 2 Introduction IBM Tivoli Service Catalog 35 24 MNO QUCTH OM aria di a Geen RA o iva a dba 36 2 2 TONO yera aa aa a Lae 37 2 3 Architecture OvervieW 0 0c ee ees 40 2 4 Service Catalog life cycle 0 0c ees 46 24 1 Seice tools 2 003024 Habe he owe held weer ed awk ei ee 49 2 4 2 Shopping user Interfaces 0 0 0 eee 58 2 4 3 Order fulfillment 0 0 0 0 ccc ees 63 2 4 4 Best practice content 0 0 eee 65 2 4 5 Process integration 0 0c ce eens 84 Part 2 Getting Started 6 6 esate 2a AS bbe a MESSRS OSs na Ree 87 Chapter 3 Scenarios 0 0 0 0 ccc eee 89 3 1 IBM Tivoli Service Request Manager Service Catalog scenarios 90 3 2 Scenario 1 Searching for offeringS 0 0 0 cee ee eee 91 3 2 1 Service offering roles and flow o ooooooomooooo 92 3 2 2 Firewall change request design 000 ce eee eee eee 106 Copyright IBM Corp 2008 All rights reserve
37. classification About classifications The classification is an important attribute because it determines how the offering that is linked to the service fulfillment appears to the requester navigating the catalog In other words it defines the catalog hierarchy of offerings In Tivoli Service Request Manager the classifications you define depend on the objects that require them which are generally based on reports or logical groupings that you must provide The provided services can be an initial structure that can be gradually refined and shared among different kinds of objects such as incidents changes and assets controlling the level of the classification complexity 4 Onthe Specifications tab Desi clicks Specifications Figure 3 17 on page 113 shows examples of specifications About specifications Specifications define the kind of information that must be provided both by fulfillers and users or must be enforced by the agreed upon service terms either technical or contractual The service fulfillment specifications are propagated to work orders catalog requests or common requests so that fulfillers are properly aware of these fields if enforced or fulfill them when demanded In 3 3 Scenario 2 Accessing external sources on page 121 we describe how to create the offerings map offerings and service fulfillment specifications and define the displaying characteristics read only hidden or mandatory Desi must add an
38. created for all objects and continue Chapter 4 Migration Manager 183 9 At this point you save the new srwf package definition by clicking the Save icon the disk icon in the toolbar as shown in Figure 4 33 Migration Manager Bulletins 0 GoTo lir Reports StartCenter 2 Profile Ls E NS Ll IESO Package Definition Package Definition Structure j N n ssages Package Definition Name SR priority workflow only E Status Source SS_MXHT_MAXIMO Active Type SNAPSHOT__ Change By Batch Size Change Date 2 19 08 10 39 AM Change Role JA Migration Group Description z gt Worktow and related deta on a a Details _ OO Dependent Migration Group Description No rows to display File Name Description No rows to display Figure 4 33 Save package definition At this point you must approve the package definition to continue You can use this step to have a Change Manager or other responsible role in the organization review the package definition and approve the content 10 Click the Change Status icon on the toolbar as shown in Figure 4 34 You can also use the Change Status action from the Select Action menu Migration Manager Bulletins 0 GoTo lit Reports Start Center 2 Profile E ee AME List Package Definition Package Definition Structure Distribution Package Mes Package Definition Name SR priority workflow only E Status Source SS_MXHT
39. define escalations 2 4 5 Process integration The IBM Tivoli Release Process Manager the IBM Tivoli Change and Configuration Management CCMDB and the Service Catalog are shipped together out of the box providing tight integration between your Service Catalog and the Release Process Manager and Configuration and Change Management processes Note IBM Tivoli Release Process Manager and IBM Tivoli Change and Configuration Management Database CCMDB must be licensed separately They are not included in the Tivoli Service Request Manager Service Catalog package To apply formal change approval to a service catalog request or to coordinate service catalog request implementations through the release management process with other similar requests you can open a process request directly from a catalog order or from a catalog work plan task Use the Process Request application to create IT process requests for Tivoli Release Process Manager and IBM Tivoli Change and Configuration Management Database CCMDB 84 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Note CCMDB must be licensed separately It is not included in the Tivoli Service Request Manager Service Catalog product Figure 2 43 depicts a scenario of a Service Catalog user requesting a new database 2 1 Service Catalog user requests new Database na 1a Service Catalog User Manager approves request amp 2 Service Catalog Operations Anal
40. defined service offerings Multiple offering catalogs with specific offerings can also be defined for different audiences or user profiles 1 4 Service granularity Service granularity specifies the element of the organization supported by the service This specification is a guide to defining the necessary service offerings to support it or if current offerings are already defined the specification is a means of considering expected outcomes Figure 1 10 shows a granularity range of elements supported by services and examples of supporting service offerings S Component Function m Server Internet Access a Ey Mo i 3 Storage Email Messaging ar 9 a An E S gt Sa ESTE mo Network Fire wall Anti virus U oF eme ms Supply Chain gt mm Middleware PP Y 07 Database Backup Mana gement l Integrated Business proces ses Components Functions e through composke applications ds Move install server implement Internet Create unblock user profile m Insta l configure access Add field to forms lt gt a storage Configure remote Create generate customized report Q q 3 Install configure access Add configure branch profile O 9 network Configure mailbox Configure selling procurement pdicies ja Insta l configure Reset password Configure manufacturing parameters 20 5 LEs PEAT middleware Modify firewall rules z
41. e Who is the audience e Who are the involved parts e What are the requirements e What are the tasks e What is the scope e What are the procedures e What is the value control points policies Figure 1 12 Service complexity Service encapsulation using granularity and complexity concepts including two necessary aspects of a valuable service a fit for purpose the what and a fit for use the how A fit for purpose service has a clear connection with client or user outcomes and a fit for use service guarantees that the service is provided in a timely manner and is correctly sized secure and available Thus the what that is the granularity defines what the clients need and what is to be provided and the how the complexity transforms client requirements through the definition of procedures escalations workflows and control points ITIL defines the how concept as the warranty of a service Functionality is only part of the game Defining a corporate communication service with extended functionalities such as instant messaging and voice over IP can perfectly fulfill the client needs However if the systems are not correctly sized to fit demand or if common tasks such as account configuration or password reset are not provided in a timely manner the service can fail miserably to provide value 1 5 1 Designing services In this chapter we first described a backup service as an example of service The output rather than a s
42. following three types of content exist outside the database gt Files that must be part of IBM Tivoli Maximo EAR and therefore deployed into the application server The following file types are examples of these files class jar properties xml gt Content categorized as compiled sources 4 4 2 Package creation While the package definition only defines the content the actual configuration of the data collection occurs during package creation Figure 4 13 on page 167 provides a representation of a package definition 166 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Mypackage Snapshot stem Compiled Sources Figure 4 13 Package definition You initiate package creation from the Migration Manager application You can create only one package at any given time Figure 4 14 shows a representation of package creation where the different objects and sources are filled with content Business Process Compiled Sources Figure 4 14 Package creation Collecting configuration information and compiled sources based on the package definition is a user driver task Depending on the amount of information to be collected this task can be long running Each package is created in the form of records in a staging table in the source environment Chapter 4 Migration Manager 167 Each package contains the following information gt Package header gt Source env
43. gt Update 3 System Configuration Platform Configuration P PN Task Management Migration h Migration Manager work Orders gt Migration Groups fee Structures Figure 4 21 Migration menu Object Structures 2 Search for and select the DMWFPROCESS object structure The object is shown in Figure 4 22 Object Structures m Fino dh Select Action MO dela 9 15 List Object Structure Object Structure DMWFPROCES Workflow process definition migration object td El Query Only Consumed By MES e Migration Manager Application Self Reference Outbound Definition Class Support Flat Structure Inbound Processing Class psdi dm procclass DMWFProcess Bulletins 0 f GoTo lir Reports Start Center 2 Profile Sign Out Help User Defined Configurable Alias Conflict ONO f 1 E De zi Object Parent Object Object Location Path ionshi Object Order User Defined gt WFPROCESS WFPROCESS o p LONGDESCRIP1 WFPROCESS WFPROCESS LONGDESCRIPTION LONGDESC 1 O p WFNODE WFPROCESS WFPROCESS WFNODE NODES 2 O l p LONGDESCRIP1 WFNODE WFPROCESS WFNODE LONGDESCRIPTION LONGDESC 1 o p WFTASK WFNODE WFPROCESS WFNODE WFTASK TASK 2 New Row Figure 4 22 DMWFPROCESS object structure Chapter 4 Migration Manager 175 176 In the Object Structure application find the source objects MBOs you want to migrate These
44. identify the work services that has to be delivered Catalog request An instance of a service offering that has been ordered by a service requestor Catalog requests are fulfilled through the activities of the Service Catalog Supply Chain Jobplan A detailed description of how a job is to be performed and the resources needed to complete it A jobplan describes the tasks and resources necessary for a Service Provider to accomplish a Basic Service Service Providing a service provides something of value to a customer that is not goods that is not physical items with material value Examples of services include banking and legal support Service is also used as a synonym for IT service Service catalog A document listing all IT services with summary information about their SLAs and customers The service catalog is created and maintained by the IT Service Provider and is used by all IT Service Management processes Iqbal Majid Nieves Michael Service Strategy London Crown Publishing 2007 ISBN 9780113310456 Chapter 2 Introduction IBM Tivoli Service Catalog 937 gt Service Catalog product A complete end to end set of functions that enable the definition of services provide a way to shop for those services and offer a structured process that manages the manner in which each service is delivered Organizations can choose to utilize all or some of these functions Service definitions are stored in Service
45. important instrument in any service management system They are generally established between configuration items Cls and between Cls and other objects such as incidents changes service offerings and problems Cls are components that define infrastructure configurations that must be controlled and audited by the change management process The relationships are used to evaluate impacts and retrieve information keeping a record of infrastructure snapshots You can use the IBM Tivoli Change and Configuration Management Database CCMDB V7 1 product to discover infrastructure components and their dependencies create Cls and relationships and control eventual changes through their change management module This product is based on the same process foundation of Service Request Manager and can be seamlessly integrated The IBM Tivoli Service Request Manager Service Catalog module provides predefined objects that can be related such as services and service offerings and also a configuration management foundation to define and establish relationships to and between Cls Note however that the module is not capable of making discoveries nor does it have a change management capability Therefore if the Service Catalog is implemented without CCMDB V7 1 you have to manually define Cls and assets and they must be under the control of a change process that is executed outside the module either by a system or by manual procedures For environments t
46. lists are available Click the name of a service offering to access the form shown in Figure 2 26 on page 62 Chapter 2 Introduction IBM Tivoli Service Catalog 61 S Request for MIM Change password Service Offering PMSC_0009A ITIM Lotus Notes ID Change Password Attachments Y Description IBM Tivoli Identity Manager ITIM is IBM s strategic system for ID Management IBM Service Management ISM is IBM s strategic tool ifor Catalog Requests Since customers prefer to use one front end for all their web access tools it will be necessary to integrate these two tools for ID management services One relatively simple service performed by IBM Tivoli Identity Manager ls the that of changing passwords of Lotus Notes IDs 25 00 uso Required Date User ID Current Password New Password Confirm Password Gra e Figure 2 26 Form of an offering The following information is available in the form shown in Figure 2 26 the numbers in the list correspond to the numbers in the figure 1 This area displays information about the name description price and available attachments for the selected service offering 2 Inthis area you provide the requested information about the selected service offering You define these fields by choosing Service Fulfillment Application gt Specification 3 Click the Add To Cart button to add this service offering to th
47. migrate any type of development to new environments The available options often produced the following results vy Manually executed database scripts Manually executed exports and imports Sequencing errors Incomplete seeding I missed that configuration vy y The Maximo product has evolved over the years Its evolution has resulted in a higher number of applications in each of the different versions that were added or changed to create and manage configurations Chapter 4 Migration Manager 155 These results provide flexibility to customers because fewer customizations coding are required and more and easier user acceptance testing can be performed It also challenges any developer when migrating configuration data this challenge is depicted in Figure 4 4 In the figure you see the different applications that have been added or changed to contain configuration information for each version of Maximo and Tivoli Service Request Manager Maximo 5 2 Tivoli Service Desk 6 2 1 Tivoli Service Request Manager 7 1 Figure 4 4 Tivoli Service Request Manager configuration applications The need for an integrated migration tool significantly grew with each new version of Maximo The result is a set of applications that enable you to define and create your own migration objects in source environments with the means to distribute and deploy these migration objects in target environments The purpose of Migration Manager is to see
48. partners and IBM field personnel who PRACTICAL EXPERIENCE want to implement ITIL based Service Catalog processes in an enterprise environment This book is a reference for IT specialists who implement IBM Tivoli Service Request IBM Redbooks are developed by the IBM International Technical Manager Service Catalog processes in client environments Support Organization Experts This book is divided into two parts Part 1 Concepts and an she apenas ae r components provides an overview of the IBM Tivoli Service re nee asl ae a Eor Request Manager Service Catalog functions and components information based on realistic as well as some of the standards that drive Service Catalog scenarios Specific development Part 2 Getting started describes the use of recommendations are provided the product to enable readers to create a demonstration or v E ieee a environment around core product your environment For more information ibm com redbooks SG24 7613 00 ISBN 073843177X
49. request which is a sub set of the purchase request The purchase request is the object used by the system through workflows or by a role to evaluate the incoming request Figure 1 14 Consider both client and delivery perspectives in the offering cycle 30 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Terminology A purchase request is an example of a system object When a specific purchase request is created it is instantiated and a purchase request record is created along with a specific record ID In the backup creation scenario the user includes this offering in the shopping cart and submits it for delivery An intermediate control before the purchase request can be established is to check for example whether the total amount of the cart is compatible with the user profile Each offering in the cart generates a purchase request that an individual or an automated criteria checks to verify against applicable SLAs or other agreed terms such as a limit of 150 backups When the purchase request is verified the delivery part of the flux begins generating a catalog order and checking the delivery options and possibly internal SLAs The process of checking the delivery option is usually performed by a delivery role which can be an individual or a workflow If an assignment must be made a work order is created and job plans are assigned to individuals or groups Chapter 1 Introduction to service concept
50. requests to the Service Desk component and submit requests for the CCMDB Process Manager Programs PMPs gt Service Requisition Management Approver Role responsible for the entitlement confirmation and management approval of catalog requests gt Service Shopping component or Service Shopping environment The set of applications which are part of the Service Catalog Supply Chain that enable a service requestor to search for service offerings fill out the particulars of a service requisition submit the service requisition and then monitor the status of the service requisition while it is being fulfilled 2 3 Architecture overview Figure 2 1 on page 41 shows the main components of the Tivoli Service Request Manager Service Catalog product The product contains the following three classes of components gt Administrative and Service Definition tool gt Data Layer with Service Catalog related MBOs gt Service Catalog Supply Chain application components Iqbal Majid Nieves Michael Service Strategy London Crown Publishing 2007 ISBN 9780113310456 40 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Service Definition Tools Service Definition Catalog Definition Work Order Tracking Application extended Service Order Application Work Order WOs Service Requisition Application Execute Work Selects Service Providers Order tasks
51. require mandatory or optional fields to be filled in They can also be used to display the fields to the requester or even define hidden data to be exchanged with certain roles during the offering flow The fields can be text free or chosen among predefined domains See 3 2 2 Firewall change request design on page 106 for further details 6 Sarah clicks Add To Cart See Figure 3 4 S Firewall Change Requests Offering PMSC_0017A Firewall Change Requests Description Submit this catalog request for a network engineering firewall change Changes to a firewall relate to opening and closing ports to and from particular nodes Price 295 00 USD TCP Ports Required Date o o B UDP Ports Attachments amp Source IP addresses Destination IP addresses Describe Restriction Add to Favorites Add To Cart Cancel Figure 3 4 Offering description Figure 3 5 on page 96 shows the shopping cart At this point Sarah can change the quantity ordered save the cart and order at a later time continue shopping or order the offering right away She can also define a Required Date and change the way the offering is charged choosing a different charging account in the GL Debt Account field Chapter 3 Scenarios 95 Bulletins 2 f GoTo lit Reports StartCenter 2 Profile Shopping Cart Shopping Cart Cart 32 FrewalChange Requests El Requ
52. service is fit for its purpose and use Backup support service offerings You must balance different factors to determine the service offerings that are related to a service In our example the offerings are backup creation backup restore and policy modification all of which are included in the SLA However these offerings are not the only possibilities You also must consider internal technical offerings encapsulated to deliver the necessary outputs and nontechnical requests that demand financial approvals such as the demand for a new limit for backups Table 1 5 shows specific drivers for offering creation these drivers represent the capabilities provided by an encapsulated service request Table 1 5 Drivers for service offering creation Reference Driver 1 Facilitate the access and ordering process by an internal or external audience Manage SLA or other quality and efficiency parameters Encapsulate tasks for better control over approvals or fulfillment Table 1 6 provides an initial list created by a Service Designer based on the drivers in Table 1 5 on an analysis of the requirements and on the service definition Although any offering always takes advantage of all three capabilities the drivers show the main reasons for encapsulating service requests as offerings The numbers in the Core design driver column in Table 1 6 correspond to the numbers in the Reference column in Table 1 5 Table 1 6 Initi
53. srwf Expression processname MM Source SS_MXH Type SNAPSH Batch Size 100 Change Role TEE Custom Class Filter gt ne arama Download ldiaration Group Conditions O E MICHANGEDATE CHANGED DATE a 3 ana a os w D E MDESCRIPTION DESCRIPTION Migration Group MYBPh E MEXTERNALREFID EXTERNAL REF ID per E MIHASLD HAS LONG DESCRIPTION sois Le n Filter gt gt EG Lo Gel E E MLANGCODE LANGUAGE CODE _ B es Dependant Migration Group G EMIGRATED MIGRATED El MOBJECTNAME OBJECT Test Expression Calendar E MOWNERSYSID OWNER SYSTEM ID E MPROCESSNAME PROCESS res 5 Ml PROCESSREV PROCESS REVISION n ompled sources gt i E BISENDERSYSID SENDER SYSTYEM eee File Name E BISOURCESYSID SOURCE SYSTEM IL __ E MWFPROCESSID WFPROCESSID Figure 4 32 Package definition SQL Expression Builder You can select attributes for the specific object MBO and use conditions and operators to limit or specify the content To be sure the Where Clause you create is correct you click the Test Expression button in the Miscellaneous section to verify the SQL statement Click the OK button on the SQL Expression Builder dialog box to use the SQL expression you created for the object Repeat this step for each of the objects you want to further specify filter or manipulate Click the OK button in the Set Where Clause dialog box to use the Where Clauses
54. system Refer to the CVS Web site for more information about version control systems CVS is one of the most popular open source version control systems You can visit the CVS Web site at http www nongnu org cvs Chapter 4 Migration Manager 153 4 2 Integrated development cycle Once your development cycle is in place you must make sure the code developed can be integrated with other sources The integrated development cycle ensures this process Figure 4 3 shows an example of an integrated development cycle im Build pi Test W pa a MS p roje ct changes A A AS SO a 8 Build Log BYT Report 7a Install and BYT timo 7b translation files Tt 41 Install a A 10 Download Deliverable p 9 PMP Deliverable PMP Package rr rocoso ooo Figure 4 3 Integrated development cycle The integrated cycle consists of a number of steps which must be executed in a specific order to ensure a consistent process The following steps are the most common ones you complete 1 Develop custom code 2 Export custom code from the development environment 3 Import custom code back into the development environment for testing purposes 4 Commit custom code to the central version control system ensuring a single source for all code Schedule custom code for checkout each night Build custom code in the automated build environment 154 Imp
55. the status of the deployed package The Packages section displays the package and status DEPLOYED see Figure 4 62 When you click the arrow to the left of the package name more details are provided You can view the Direction field which shows INBOUND because the package was uploaded and deployed in this environment Migration Manager Bulletins 1 GAO ll Reports Start Center 2 Profile Sign Out Help Find h Select Action mM ao 210 91410 Hs List Package Definition Package Definition Structure Distribution Package Messages Package Definition Name srw SR priority weorkflow only E Status APPR Source SS_MXHT_MAXIMO Active Type SNAPSHOT Change By WILSON Batch Size 100 Change Date 219 08 10 39 AM Change Role 4 Package File Name Status Status Date gt srwf_SS_MXHT_MAXIMO_2008021 9104735 DEPLOYED 2119 08 10 54 AM w Status History Distribution Tracking Manifest lt xml version 1 0 encoding UTF 8 gt PACKAGEMANIFEST PACKAGEHEADER PKGDEFNAME srwt PKGDEFNAME gt lt SOURCE gt SS_MXHT_MAXIMO SOURCE gt PACKAGE srwf_SS_MXHT_MAXIMO_20080219104735 lt PACKAGE O lt README gt SRYWF and related data REA4DME gt lt BASELANGUAGE gt EN lt BASELANGUAGE gt lt CREATEDY gt WWILSON lt CREATEDY gt CREATEDATE gt 2008 02 19710 47 35 05 00 lt CREATEDATE gt COMPONENTYERSION gt RDBMS Oracle Oracle
56. the service portfolio and the service catalog two essential parts of the ITIL based service catalogue management process For more information about service catalogue management refer to the ITIL publication Service Design ISBN 9780113310470 Service portfolio The objective of a service portfolio is to maximize the value offered by the services while managing risks and costs The portfolio principle defines lines of services that can be linked to client assets such as information in our previous example The service catalog is the visible part of the portfolio and represents a single reference for all available services In other words the portfolio provides strategy guidance for the creation of a service catalog that is accessible by the organization and describes all the available services Figure 1 5 on page 12 shows types of content for each Chapter 1 Introduction to service concepts 11 12 Service Portfolio Value Business Cases Priorities Risks Cost Service Catalogue Services Policies Ordering procedures Pricing Figure 1 5 Examples of content for service portfolio and catalog The portfolio must prioritize and define investments in accordance with the business strategy and required outcomes The firewall service discussed in 1 3 1 IT service cycles on page 9 is a good example When defining a portfolio the business imperative of securing information assets might be originated by a busines
57. tracking offering cycle 101 descriptive service 43 63 designing services 21 33 backup support service offerings 28 209 Service Catalog framework 29 service offering granularity 24 Desktop Operation Center 140 development cycle Migration Manager 152 162 E EAR Enterprise Archive 165 encapsulation 5 7 Enterprise Archive EAR 165 ERP enterprise resource planning 19 error handling Migration Manager 171 escalations 84 Escalations application 81 Expression Builder 146 external sources scenario 121 127 service fulfillment 121 service offerings 123 127 F favorites 58 62 Find field 63 firewall change request design scenario 106 120 catalogs 108 fulfillment options 119 jobplans 118 offerings 113 118 service fulfillment 110 113 service groups 106 firewall support 10 flow of service offerings 92 105 fulfillment options 140 firewall change request design 119 G GL Debt Account field 95 granularity 17 20 IBM IT Process Community 36 IBM Service Management ISM 42 IBM Tivoli Change and Configuration Management Database CCMDB 84 Version 7 1 24 IMAC Installation Move Add and Change 140 Information Technology Infrastructure Library ITIL 4 Installation Move Add and Change IMAC 140 Internet access function 19 ISM IBM Service Management 42 IT Service Continuity Management 38 IT service cycles 9 IT Service design 39 ITIL Information Technology Infrastructure Library 4 ITIL processes 8 J
58. why not define intelligently combined reusable service requests that ultimately support business outcomes Or why not simply define service requests that can be easily accessed by users so the requests can fulfill their demands Reusable service offerings might have more controllable costs more reliable delivery and higher quality standards due to best practice utilization Moreover they encapsulate tasks reducing complexity and transferring risks or costs to specialists When in charge of the securing data mission CIOs can return to the teams and request reusable service offerings rather than numerous and poorly controlled tasks These offerings are service requests with predefined tasks and approval workflows encapsulated to specific audiences such as technical or nontechnical users or teams The IBM Tivoli Service Request Service Catalog module provides a foundation for encapsulating services linking them to specific SLAs assets tasks and service offerings Each offering is also encapsulated by predefined workflows roles approvals and fulfillment methods Key performance indicators KPIs and reports established at different levels of the organization from execution analysts to service managers ensure the proper control and view of the offerings through user specific interfaces Chapter 1 Introduction to service concepts 7 Terminology and positioning The Service Catalog module covered in Chapter 2 Introduct
59. 0 0 Build 31 Build 7100 001 gt COMPONENT NAME Base Services VERSION Base Services 7 1 modlevel Hpatch Build 116 DB Build 7110 495 gt Figure 4 63 Workflow Designer ICOMPONFNT VERSION m Application Designer Communication Templates Actions Roles Escalations Workflow igner Workflow istration Cron Task Setup E mail Listeners Object Structures Web Services Library Launch in Context E all Y Find dh Select Action HQ apo El Change List Package Definition Package Definition Structure Distribution Package Me Contracts amp Financial Package Definition Name srw SR priority workflow only El Eb IT infrastructure ie Source SS_MXHT_MAXIMO Integration Type SNAPSHOT Y Inventory Batch Size 100 Planning o A s Preventive Maintenance Pikas P es 5 Purchasing Package File iii Status Date gt srwf_SS_MXHT_MAXIMO_20080219104735 MES Securty 2119 08 10 54 AM System Properties Logging Manifest Status History Distribution Tracking Domains Database Configuration Platform Configuration Migration b 2 Profile Sign Out 14 On the List tab you search for and select the MMSR workflow Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Help T 15 From the Select Action menu choose Validate Process If the validation returns successful see the red notification on the menu bar in Figure 4 64 the MMSR workflow and all related objects y
60. 0 Approval Deploy Server To Floor PMSCSO 50 Approval MIM Lotus Notes ID Rese PMSCSO 50 Approval Server Lockdown PMSCSO 50 Approval DBMS Install and Config PMSCSO 50 Approval Add Database To Server PMSCSO 50 Approval Remove Database From Server PMSCSO 50 ApprovalTiM Lotus Notes ID Chang PMSCSO 50 Approval Middleware Install and Confi PMSCSO 50 Approval Minor Facilities PMSCSO 50 Approval Office Move PMSCSO 50 Approval Reset Password LIC PMSCSO 50 Approval Modify Lotus Notes ID PMSCSO SO Approval Create Lotus Notes ID PMSCSO 50 Approval Delete Lotus Notes ID PMSCSO 50 Approval Firewall Change PMSCSO 50 Approval Minor Site Enhancement PMSCSO 50 Approval Network Consulting PMSCSO 0 Approval Build New Server PMSCSO 50 Approval Build New Server with Middle PMSCSO PMISCPR Generic Initial Workflow PRSCPR Generic Approval by a Fulfillment Manage PMSCSO IBROX BSS SF RRR RRR 88 Generic SO Approval by a FulFillment Man PMSCSO Figure 2 39 List of preconfigured workflows for Service Catalog Service Catalog and SLAs Service Level Management SLM is the process of defining agreeing upon documenting and managing the levels of service that a service provider delivers to clients either internal or external and services received from vendors Typically SLM also includes monitoring and reporting functions that verify that the agreed upon service levels are maintained 80 Implementing IBM Tivoli Service Request Manager V7 1 Service Cata
61. 4735 FILE 2 19 08 10 47 AM 0 Figure 4 57 View selected package manifest Clicking the Package Information icon accesses the package manifest providing information about the content and source environment see Figure 4 58 Migration Manager Bulletin AGO TominReports Y Start Center 2 Profile Sign Out 7 Help FEE Finet dh Select Action vl tt G tif Gy Package Definition A View Manifest Advanced Search dl Save Que j Filter A Package Definition Name Source Manifest lt 2ml version 1 0 encoding UTF 8 lt PACKAGEMANIFEST gt lt PACKAGEHEADER gt 1000 IBMDBO1 lt PKGDEFNAME srwf lt PKGDEFNAME gt 1001 IBMDBO1 lt SOURCE SS_MXHT_MAXIMO lt SOURCE gt o E lt PACKAGE gt srwf_S3_MXHT_MAXIMO_20080219104735 PACKAGE gt README SRVVF and related data REA4DME gt 1003 IBMDBO1 lt BASELANGUAGE gt EN lt BASELANGUAGE gt L Select Records CREATEBY VWILSONs CREATEBY gt CREATEDATE 2008 02 1 971 0 47 35 05 00 lt CREATEDATE gt COMPONENTYERSION gt RDBMS Oracle Oracle Database 10g Enterprise Edition Release 10 1 0 2 0 Production h the Partitioning OLAP and Data Mining options RDBMS gt COMPONENT NAME 4sset Management YERSION 4sset Management 7 1 0 0 Build 31 DB Build 7100 001 gt COMPONENT NAME Base Services WERSION Base Services 7 1 modlevel fpatch Build 116 DB Build 7110 495 gt COMPONENTYERSION gt PA
62. 5 Alert At 70 00 Created Date 2004 08 03 15 05 19 la af 5 Created By Last Updated 2004 08 03 15 05 19 Open Work Orders Waiting Approval 3 Pito a other or to a Repor 100 to KPI y 80 120 leport A Figure 3 13 KPIs in the Start Center window 104 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog As Service Delivery Manager Delvin defines thresholds for KPls by completing the following steps 1 2 As Service Delivery Manager Delvin logs on Delvin selects Administration gt Reporting gt KPI Manager Alternatively Delvin can click the Create KPI button which is a menu item available in most applications Delvin types Work Orders in the Description field A list of predefined KPIs is displayed 4 He then clicks Open Work Orders Waiting for Approval 5 Delvin configures the Target Caution and Alert fields in the KPI Parameters T section The threshold colors vary depending on the configuration He marks the Is Public option By doing so any user can run the KPI and add it to the user s Start Center Delvin saves the record To add a KPI to his Start Center Delvin completes the following steps 1 He selects Start Center gt Change Content Layout 2 Delvin then clicks Select Content selects KPI Graph and clicks Finish 3 Returning to the Start Center Delvin clicks the pencil icon next to the KPI area He then clicks Sele
63. 7 Service Fulfillment list 54 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog On the List tab of the Service Fulfillment application the following information about the service fulfillments are listed gt Name of the service fulfillment gt Description gt Fulfillment Type gt Status By clicking the icon on the far right of each row you can add selected service fulfillments to the bookmarks The Service Fulfillment tab shown in Figure 2 18 displays details for the selected service fulfillment Service Fulfillment Bulletins 0 GoTo lit Reports Start Center 2 Profile Sign Out Help ow ina dh Select Action Vf Bele OI List Service Fulfillment Specifications Service Fulfillment PMSC_0009 TIM Lotus Notes ID Change Password E ltem Set Click image to enlarge Service Group 4 Status Ek Service T a Classification ESECMGMT IDTYACC Fulfillment Type Supply Chain Serv Classification Description Enterprise Security Management Identity and Attachments Supply Chain Fulfillment Information Default Job Plan E A Service Order Approval Workflow 7 A Service Level Agreement A A Offering Description Currencycode 4 MIM Lotus Notes ID Change Password USD Details Offering a Price Currencycode Fulfillment Option Description Organization Job Plan Promised Lead Time Days y PMSC_0009A MIM Lotus Notes ID Change Password EAGLENA PMSC_0009A 0 Fig
64. A StartCenter 2 Profile Sign Out 7 Help BNIXAAS345k Package definition srwf has been activat v Fina dh Select Action ES TT List Package Definition Package Definition Structure Distribution Package Messages Package Definition Name SOE SR priority workflow only 8 Status Source SS_MXHT_MAXIMO Active Y Type SNAPSHOT Change By Batch Size 100 2 Change Date 2 19 08 10 39 AM change rote JA Target Name Description Type Database URL or File Path No rows to display Figure 4 40 Select distribution target Chapter 4 Migration Manager 187 16 Choose MXTGT as the target name and save the package definition by clicking the Save icon the disk icon in the toolbar as shown in Figure 4 41 Migration Manager Bulletins 0 BMXAA5845I Package defir pv ring th Select Action List P GoTo lit Reports Start Center 2 Profile 2 sfwt has Deen activated Iv a gt 1c G Gt te Package Definition Package Definition Structure Distribution Package Messages Package Definition Name srw SR priority workflow only El Source SS_ MXHT_MAXIMO Type SNAPSHOT A Sus Active Y Change By Batch Size 100 change Role JA Change Date 2 19 08 10 39 AM Target Name Description Type Database URL or File Path v y Workstation target FILE c mxdeveny Target Details Target Name reg Change By Type FUE Change Date Da
65. A ee TT LL ee Al O RSS A o a Mt Be he NN IIA IIA ao RN a A cutie Install and Config a ACTIVE PMSC 0007A Add Database To Server ACTIVE Service Offerings 22 April 24 2008 9 35 27 PM EDT E 1 Figure 2 42 Service Catalog reports In addition a number of Business Intelligence and Reporting Tools BIRT reports are to be shipped through OPAL Note BIRT is an Eclipse based open source reporting system for Web applications especially those based on Java and J2EE Chapter 2 Introduction IBM Tivoli Service Catalog 83 Escalations and notifications An escalation is a process that monitors time sensitive records and initiates actions and notifications when those records are not acted upon in a timely manner You use escalations to ensure that the service provider complies with the commitments specified in the SLA You can schedule escalations to automatically monitor and evaluate conditions and then trigger actions ownership changes and notifications based on those conditions The IBM Tivoli Process Automation Engine includes a default escalation for the following commitment types y Contact Response Resolution Other vY vyv Yy You use the Escalation tab to modify default escalations define new escalation points and define the actions and notifications that must be performed and be issued respectively when those points are reached Note You can use the Escalations application in the Configuration module to
66. AGE gt srw f_SS_MXHT_MAXIMO_20080219104735 lt PACKAGE gt lt README gt SRWF and related data lt README gt Figure 4 45 Package creation complete Chapter 4 Migration Manager 191 Each package has a unique name which in this example is srwf_SS_MXHT_MAXIMO_20080219104735 The name is built using the package definition name the source identifier and a creation time stamp The status field provides the status of each package which can also depend on the direction In this example the status is displayed as CREATED meaning a package is created in the source database The direction of the package specifies whether the package is exported from OUTBOUND or imported into INBOUND the system you are logged onto In this example the package is OUTBOUND The Manifest tab shows general package information in XML format such as the Readme you entered earlier but also source system version information and package content At this point the package is created but as we explained earlier it is placed in a staging table of the database on our source environment You have to distribute the package to actually import a physical file into the target environment We describe the distribution process in the next section 192 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 4 5 4 Package distribution At this point in the process you must complete the following steps to distribute the package 1 Click the Di
67. BM Tivoli Service Request Manager encapsulation of a table a Maximo Business Object MBO Content outside database M This content is comprised typically of files such as property files on a file system These files must be built into an Enterprise Archive EAR and deployed to the application server Content in the database Database content can consist of several out of the box objects as shown in Figure 4 12 ee sare Domains Email Listeners Figure 4 12 OOTB migration objects To support easy and fast migration Tivoli Service Request Manager is delivered with a set of migration groups out of the box for example Tivoli Service Request Manager is delivered with the following migration groups gt Data dictionary objects attributes and so on gt Applications presentations menus and so on gt Functional organizations sites calendars and so on Chapter 4 Migration Manager 165 gt Security groups users sigoptions gt System cron tasks properties and so on gt Integration channels external systems and so on gt Business Process Management workflow escalations and so on gt Document library gt Reporting gt Migration gt Resources person person groups and so on You can find these groups in the Migration Groups application If needed these groups can be changed to meet your specific requirements You can also duplicate the groups Content outside the database The
68. C 1 l WFTASK FRODE WFPAOCES SF HODEWFTASK TASK z a l Details Object WFPROCESS A Fue ARRE OR RE cc LE Parent Objet A Object Onder 7771 Object Location Path WeProcESS O User Defined C Organize content in the form of related business objects Figure 4 6 Object Structures application 158 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog An object structure is the common data layer that the integration framework uses for all outbound and inbound application data processing An object structure consists of one or more subrecords that develop their XML content from a particular object An object structure can have the same object more than once in its definition However the objects must have a valid parent child relationship and you cannot reference an object more than once in the same hierarchical structure You can use the Object Structures application to define the processing sequence of an object You also can use the Outbound Definition Class and Inbound Processing Class fields to filter irrelevant data from any object structure instance The object structure is the building block of the Integration Framework that enables integration applications to perform the following functions Publish and query application data Add update and delete application data Import and export application data You can configure the object structure record to integrate with the following app
69. CDT Figure 3 11 Catalog Orders Delivery Performance report Service Delivery Manager tracking services As the Service Delivery Manager Delvin has a broader mission than that of the Service Execution Manager Delvin is responsible for the contracts and the quality parameters that the delivery organization establishes with other parties He must check for SLA attainment and analyze whether the defined services that are supported by the service offerings are under control SLAs can include not only the time at which service offerings must be delivered but also other parameters such as asset availability or response time In general SLAs are tracked using KPI functionality see Key performance indicators and visual boards on page 104 for details Another useful source of information about services is the related records section of the Service Level application Delvin accesses this information by completing the following steps 1 As Service Delivery Manager Delvin signs on 2 He selects Service Level gt Service Groups 3 Then Delvin selects the a service group he wants to obtain information about and clicks Select Action 4 He clicks View Related Records Chapter 3 Scenarios 103 Delvin accesses a comprehensive view of the service including related work orders assets SLAs contracts offerings configuration items and service fulfillments Refer to Chapter 1 Introduction to service concepts on page 3 fora dis
70. CKAGEHEADER gt PACKAGECONTENT gt 8 lt DDMETADATA gt Dre Figure 4 58 Package manifest 7 Click the Close button on the View Manifest dialog box to continue For safety and regulation compliancy a check box is provided in the Deploy Package dialog box prompting you to verify and register whether you have made a recent backup see Figure 4 59 on page 201 It is very important to have a recent and possibly validated backup of the entire environment At 200 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog the least a backup of all database content is required but in case you also deploy compiled sources a file backup of the target application server is also necessary We do not expect the package deployment to fail but in case problems occur you have a valid backup of the target application to restore and you can continue working on the target system The answer to the question you provide in the check box in the Deploy Package dialog box in Figure 4 59 is stored in the database once deployment is started 8 Click the Deploy button to start package deployment see Figure 4 59 Migration Manager Bulletins 1 GoTo Ii Reports Y Start Center Profile gt Sign Out 7 Help Finer dh Select Action Iv E itt G tit ds Package Definition Package Definition Structure Distribution Package Messages Advanced Search i Save Query Bookmarks Depl
71. Catalog Service Level Manager role specialization 69 Service Level Targets See SLTs service management 8 17 IT service cycles 9 11 service catalog 14 17 service portfolio 11 14 service offerings 6 39 accessing external sources scenario 123 127 completing 101 core part 110 firewall change request design 106 120 flow 92 105 granularity 17 granularity limits of 24 initial list 28 life cycle 32 roles 92 105 searching for 91 120 Service Order Planning component 40 42 Service Order Approval Workflow field 56 service orders management 42 service oriented architecture SOA 41 service portfolio 11 14 service providers 40 Basic Services and 37 Service Request Manager Catalog menu Service Inventory submenu 49 service requests 5 40 defining catalogs 109 IT service cycles and 10 service requisition fulfillment path 41 Service Requisition Management Approver 40 Service Requisition User Manager 97 Service Requisition user Start Center 44 58 service requisitions 44 executing work orders correlated to 39 management 42 required input arguments 42 Service Shopping component 40 Service Shopping environment 40 42 service type commodities 81 service value proposition 5 services 5 37 customers and users 5 designing 21 33 designing granularity 24 firewall example 16 implementing 140 150 life cycle 8 linking 19 market space approach 14 shopping cart 43 58 62 charging accounts 95 Service Catalog module 30 Shopping Cart window 62
72. D f Current Password New Password Confirm Password Figure 2 23 Offering form In this list you can store frequently used service offerings and easily add them to your shopping cart 3 Shopping cart see Figure 2 24 tems in Cart 3 Wiew Cart View All Carts Start New Cart Figure 2 24 Shopping Cart area The following three areas of the shopping cart are shown in Figure 2 24 Items in cart Clicking the icon accesses a list of items in your shopping cart View Cart Displays the number of added service offerings and can access the list View All Carts Provides a list of items in all carts You can use the search function to manage the carts Fill in the appropriate information in the textbox and click the Find button Those carts that fit this criteria are displayed Clicking the cart number accesses the Get the Cart Details page Click the Reset button to access a list of carts Additional functions at the end of each row in the View Shopping Carts window offer the choice of reading and editing the details or deleting a cart Only the unsubmitted carts are displayed 60 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog View Shopping Carts Search for Shopping Carts Figure 2 25 shows a shopping cart list Cart Requested By Requested For Description land S Network Consulting Lotus Notes ID Delete Account Lotus Notes
73. Database 10g Enterprise Edition Release 10 1 0 2 0 Production h the Partitioning OLAP and Data Mining options RDBMS COMPONENT NAME Asset Management YERSION 4sset Management 7 1 0 0 Build 31 DB Build 7100 001 f COMPONENT NAME Base Services WERSION Base Services 7 1 modlevel Hpatch Build 116 DB Build 7110 495 gt lt COMPONEFNTYERSION gt Figure 4 62 Package deployment status Chapter 4 Migration Manager 203 204 13 You can now validate that the workflow and related objects were migrated successfully by validating the workflow From the GoTo menu select System Configuration gt Platform Configuration gt Workflow Designer as shown in Figure 4 63 Migration Manager Start Center Manifest lt xml version 1 0 encoding UTF 8 gt lt PACKAGEMANIFEST gt PACKAGEHEADER PKGDEFNAME srwts PKGDEFNAME gt lt SOURCE gt SS_MXHT_MAXIMO lt SOURCE gt PACKAGE srwt_SS_MXHT_MAXIMO_20080219104735 lt PACKAGE 8S lt README gt SRYWF and related data lt README gt lt BA4SELANGUAGE gt EN BASELANGUAGE gt lt CREATEBY gt WWLSON lt CREATEDY gt CREATEDATE gt 2008 02 19710 47 35 05 00 lt CREATEDATE gt COMPONENTYERSION gt RDBMS Oracle Oracle Database 10g Enterprise Edition Release 10 1 0 2 0 Production h the Partitioning OLAP and Data Mining options RDBMS COMPONENT NAME 4sset Management VERSION 4sset Management 7 1
74. Definition Repositories which some organizations might choose to label as catalogs of services or service catalogs gt Service Catalog Supply Chain The chain of Service Catalog product components that accomplishes the full set of Service Delivery tasks The chain starts with the ability of a service requestor to search for and requisition a service from the Service Catalog The chain ends with the complete fulfillment of the service requisition gt Service Delivery The core IT Service Management processes that have a tactical or strategic focus In ITIL publications these processes are Service Level Management Capacity Management IT Service Continuity Management Availability Management and Financial Management for IT Services Service Delivery is also can mean the delivery of IT Services to customers gt Service Delivery team Same as an IT Service Provider but used throughout this document instead of IT Service Provider to avoid confusion with the IBM Tivoli Maximo Service Provider Industry Solution application Designates a team that is responsible for the fulfillment of a service element gt Service Desk The Single Point of Contact between the Service Provider and the Users A typical Service Desk manages incidents and catalog requests In addition it handles communication with the Users gt Service element See Basic Service Iqbal Majid Nieves Michael Service Strategy London Crown Publishing 2007
75. He sets the status as Active 4 Desi saves the record Service fulfillment The service fulfillment object is a core part of any service offering It represents the capability of the provider linking what is exposed as an offering to the delivery structure It defines whether the offerings are descriptions or links or whether they are fulfilled through assigned tasks See Table 1 1 on page 23 fora list of all types of service fulfillment objects A service fulfillment object can also define the workflow for the catalog order an SLA to the associated purchase request and a default jobplan for executing the offering Multiple fulfillment options can also be designed Figure 3 16 on page 111 shows the main definitions that are created in the design of a fulfillment offering and a possible configuration for fulfillment options Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Catalog Purchase Common Work Orders Request Work Orders Request Request ON GOING Tasks will be Offering 1 Service Fulfillment executed fulfillment option 1 E internally Firewall change E 2 request Firewall change Internal WOs ee 1 Information fields a Tasks must be Oferng2 1 provided by delivery Fulfillment assigned to option 2 External Firewall 2 wams enor ed by P local vendor change request S service specification or defined by user
76. IBM development labs and increase your productivity and marketability Find out more about the residency program browse the residency index and apply online at ibm com redbooks residencies html Comments welcome Your comments are important to us We want our books to be as helpful as possible Send us your comments about this book or other IBM Redbooks in one of the following ways gt Use the online Contact us review Redbooks form found at ibm com redbooks gt Send your comments in an e mail to redbooks us ibm com gt Mail your comments to IBM Corporation International Technical Support Organization Dept HYTD Mail Station PO99 2455 South Road Poughkeepsie NY 12601 5400 Preface Ix X Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Concepts and components In this part we provide an overview of the IBM Tivoli Service Request Manager Service Catalog product functions and some of the standards that drive its development We also discuss the various components logical and physical that make up the product and the functions that they provide Copyright IBM Corp 2008 All rights reserved 1 2 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Introduction to service concepts This chapter provides an overview of service and service management concepts based on ITIL definitions This chapter contains the following sections gt Services a lost bridge betwe
77. ITA software ll Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Implement the Service Catalog in your environment Experiment with Service Catalog scenarlos Learn how to define new services Vasfi Gucer Bruno Caiado Paranhos Carneiro Dietmar Herrmann Satya N Misra Richard Noppert ibm com redbooks Red D 00 KS al International Technical Support Organization Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog November 2008 SG24 7613 00 Note Before using this information and the product it supports read the information in Notices on page v First Edition November 2008 This edition applies to IBM Tivoli Service Request Manager Version 7 1 Copyright International Business Machines Corporation 2008 All rights reserved Note to U S Government Users Restricted Rights Use duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp Contents NOUCCS cos is Se Gu ed a ee dl ee eee V Trademark Sites iba A he we ari ad vi PICTACE cruda a O ds is Sees vil The team that wrote this book oooooooonoroornaran nan vil Become a published author o oocococooconaa eens IX Comments welcome n annann cc ee ee eee Ix Part 1 Concepts and components 000 eee eee 1 Chapter 1 Introduction to service concepts 3 1 1 Services a lost bridge between
78. J2EE 83 Java 83 jobplans 37 64 137 catalog order associated with 128 firewall change request design 118 granularity 25 predefined 118 service fulfillment and 110 140 K key performance indicators See KPIs KPI Manager application 81 KPIs key performance indicators 7 65 81 104 L Launch in Context 64 122 life cycle Migration Manager development 155 162 Service Catalog 46 85 service offerings 32 services 8 Long Description button 100 M mandatory fields service offering specifications 95 material requisition MR 42 Maximo Business Objects MBO 41 Maximo Service Provider Industry Solution applica tion 38 Maximo Service Request MBO 40 MBO Maximo Business Objects 41 measure units of 113 Migration Groups application 159 166 Dependency section 177 Migration Manager 151 205 benefits 156 components 157 210 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog content in database 165 content outside database 166 development cycle 152 162 error handling 171 object structures 159 package creation 189 192 package definition 164 175 188 package deployment 171 197 205 package distribution 168 170 193 197 prerequisites 161 process 163 171 workflow example 172 174 MR material requisition 42 N Negative Connection line 145 Notification template 147 notifications 147 best practices 84 O Object Structures application 159 162 object structures Migration Manager 159 Offering applicati
79. K and project management methods Richard Noppert is a Solution Architect at MACS BV in the Netherlands He holds a degree in computer science and has 14 years of experience in IT focusing on system design project implementation and system management He is a Certified Tivoli Consultant with expertise in service management ITIL processes and project management He is currently engaged in several Tivoli Service Desk implementation projects in Europe Thanks to the following people for their contributions to this project Nancy Crumpton Arzu Gucer International Technical Support Organization Austin Center Guenter Rieker IBM Switzerland Pandian Athirajan Lee Cook Brian Jeffrey Angie Jones Dave Harris Edson Manoel Gregg W Miller Linda Riedle IBM USA The team would like to express special thanks to Barb Ballard and Arlindo Chiavegatto from the Service Catalog Team for their close support throughout the project viii Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Become a published author Join us for a two to six week residency program Help write a book dealing with specific products or solutions while getting hands on experience with leading edge technologies You will have the opportunity to team with IBM technical professionals Business Partners and Clients Your efforts will help increase product acceptance and customer satisfaction As a bonus you will develop a network of contacts in
80. Looking at dependencies several other migration groups have dependencies with the BPM migration group such as Data Dictionary Application and Resources You can find these migration groups with dependencies in the Dependency section of the Migration Groups application Chapter 4 Migration Manager 177 Figure 4 25 shows a representation of the migration group structure with the migration objects and migration group dependencies in the form of a tree Migration Groups Bulletins 0 GoTo lil Reports Y Start Center 2 Profile gt Sign Out 7 Help Fina d Select Action VO ala gt List Migration Group Migration Group Structure Migration Group BPM Business Process Management Migration Objects E DMACTION ACTION L LONGDESCRIPTION L ACTIONGROUP E DMROLE El MAXROLE ll LONGDESCRIPTION DMCOMMTEMPLATE El COMMTEMPLATE El DMESCALATION DMWFPROCESS E DMINBOUNDCOMMCFG De Dependencies El DATADICTIONARY DOCUMENTLIBRARY APPLICATION O it RESOURCES El FUNCTIONAL SYSTEM Figure 4 25 BPM Migration Group Structure tab 5 In this example because you want to migrate only specific workflow artifacts and not all dependent objects you duplicate the existing BPM group From the Select Action menu select Duplicate Migration Group 6 We call the new migration group MYBPM so enter MYBPM in the Migration Group field You have one workflow one action o
81. Manager Service Catalog supports the following types of capabilities gt Integrating service request management gt Defining services and service providers gt Managing service definitions gt Shopping and browsing for services gt Requisitioning and specifying service instances gt Enabling service entitlement gt Approving services gt Planning service fulfillment gt Delivering service fulfillment gt Integrating and managing service providers gt Monitoring service requisition and status and informing clients of these functions gt Logging and analyzing service requisition data 36 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 2 2 Terminology We use the following terms in this chapter and subsequent chapters of this book gt Basic Service A complete unit of service that can be rendered by one or more Service Delivery teams Basic Services can be aggregated into composite services that can be ordered by service requestors Capabilities definition The definition of information that describes a particular Basic Service which can be performed by a particular Service Provider A particular Basic Service can be performed by more than one Service Provider and a particular Service Provider can perform multiple Basic Services Different Service Providers can perform the same Basic Service in different manners Catalog order Used by the delivery mechanism of the service catalog to
82. Mike Wilson Password Reason For Change Figure 4 60 Package deployment authentication Chapter 4 Migration Manager 201 202 9 Click the OK button to continue The authentication is stored in the database 10 The next dialog box is displayed showing package deployment progress If deployment is successful the result is displayed as shown in Figure 4 61 Migration Manager Bulletins 1 GoTo lit Reports Start Center 2 Profile Sign Out Help Y Find dh Select Action Iv 4 ltt G ti Gy Figure 4 61 Package deployment successful Package Definition Package Definition Structure Distribution Package Messages d Advanced Search wi Save Query Bookmarks Package Definition Name Source Description Type Status Active Q Please wait 1000 IBMDBO1_oraB_M LOCKED O ESS 1001 IBMDBO1_oraB_M LOCKED O A 1002 IBMDBO1_oraB_M4 LOCKED O SN 1003 IBMDBO1_oraB_M LOCKED O SN Eee eae Select Records Tue Feb 19 10 54 56 EST 2008 2 19 08 10 54 AM Successfully deployed CFGDATA for the package nuf_SS_MXHT_MAXIMO_20080219104735 Tue Feb 19 10 54 56 EST 2008 2 19 08 10 54 AM Package nuf_SS_MXHT_MAXIMO_20080219104735 deployed successfully 11 Click the OK button to continue Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 12 On the Package tab of the Migration Manager application you can view
83. N Lotus Notes ID Delete Account 5 USD Enterprise Security Management Lotus Notes ID Change Password 5 USD offering for reseting the LN password A USD Offering MIM Lotus Notes ID Reset Password Lotus Notes ID Create Account Figure 2 22 Offering Catalog Find what you need window You can choose the following list of actions from the Offering Catalog Find what you need window the numbers in Figure 2 22 correspond to the numbers of the list items 1 Offering catalog taxonomy Grouping of service offerings 2 Favorite Offerings area You can add favorite offerings for future use Select an offering in the Offerings area number 4 On the Details page of the offering you can find the Add to Favorites button see Figure 2 23 on page 60 Chapter 2 Introduction IBM Tivoli Service Catalog 59 amp Request for MM Change password Service Offering PmscC_0009A TIM Lotus Notes ID Change Password Attachments amp Description IBM Tivoli Identity Manager TIM is IBM s strategic system for ID Management IBM Service Management ISM is IBM s strategic tool for Catalog Requests Since customers prefer to use one front end for all their web access tools it will be necessary to integrate these two tools for ID management services One relatively simple service performed by IBM Tivoli identity Manager Is the that of changing passwords of Lotus Notes IDs Required Date User I
84. OCKED O amp Do you have a current backup 1003 IBMDBO1_oraB_MAXIMO SHOT LOCKED O SN Select Records Type Create Date 08 12360 2_SS_MXHT_MAXIMO_20080216085814FILE 2 16 08 8 58 AM To mmsrwf_SS_MXHT_MA4XxIMO_20080219055043 FILE 2 19 08 5 50 AM e iD SS 9104735 FILE 2 19 08 10 47 AM Ge in Figure 4 56 Select package to deploy 6 To view general information about the package prior to deployment you can click the Package Information icon as shown in Figure 4 57 on page 200 Chapter 4 Migration Manager 199 Migration Manager Bulletins 1 GoTo lit Reports Start Center amp Profile Sign Out Help Fina hy Select Action Dis r G ul tay List Package Definition Package Definition Structure Distribution Package Messages Advanced Search i Save Query Bookmarks PE Deploy Package Packac Paci finitions O o o je wnload Package Definition Name Source Status Active 1000 IBMOB01 _oraB_MAXIMO 23 Please select a single package for deployment from the available SHOT LOCKED O 1001 IBMDBO1_oraB_MAXIMO packages GE LOCKED O ES 1002 IBMDBO1_oraB_MAXIMO GE LOCKED O RX Do you have a current backup 1003 IBMDBO1_oraB_MAXIMO PSHOT LOCKED O XL C Select Records Down Package TypeCreate Date 08 12360 2_3S_MXHT_M4XIMO_20080216085814FILE 216 08 8 58 AM le i mmsrwf_SS_MXHT_MAXIMO_20080219055043 FILE 2 19 08 5 50 AM e i srwt_SS_MXHT_MAXIMO_2008021910
85. RATION PROVIDES THIS PUBLICATION AS IS WITHOUT WARRANTY OF ANY KIND EITHER EXPRESS OR IMPLIED INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF NON INFRINGEMENT MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE Some states do not allow disclaimer of express or implied warranties in certain transactions therefore this statement may not apply to you This information could include technical inaccuracies or typographical errors Changes are periodically made to the information herein these changes will be incorporated in new editions of the publication IBM may make improvements and or changes in the product s and or the program s described in this publication at any time without notice Any references in this information to non IBM Web sites are provided for convenience only and do not in any manner serve as an endorsement of those Web sites The materials at those Web sites are not part of the materials for this IBM product and use of those Web sites is at your own risk IBM may use or distribute any of the information you supply in any way it believes appropriate without incurring any obligation to you Information concerning non IBM products was obtained from the suppliers of those products their published announcements or other publicly available sources IBM has not tested those products and cannot confirm the accuracy of performance compatibility or any other claims related to non IBM products Questions on the capabilities o
86. SC_0017A main obj MAIN ORIBCN Long description Firewall Change Requests Service Fulfillment PMSC_0017 Modality Internal work order with jobplan Jobplan PMSC_0017A Table 3 9 Fulfillment options through change management Domain Attribute Value Fulfillment options PMSC_0017C main obj main object Long description Firewall Change Requests with Change Management Service fulfillment PMSC_0017 Process manager type Classification Class description 120 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 3 3 Scenario 2 Accessing external sources In this scenario we define an action service that provides password reset functionality to users in case they forget their passwords or the passwords are locked or expired The offering is fulfilled through a Web link to a external system https w3 ibm com profile update password en us index In this case the catalog is a central repository for the offerings In this case the service is called Resetting a Password Sarah the Self Service User completes the following steps to begin the process of resetting her password 1 2 3 Sarah logs onto the Tivoli Service Request Manager tool From the Start Center she selects the Offering Catalog From the Catalog tab she enters Keyword as a reset password clicks the Find button and locates the Reset Password LIC offering She selects the offering which displays a dialog box that enables he
87. SS MXHT_MAXIMO_2 Direction OUTBOUND Redistribution Source Always ask before opening this type of file Status History Distribution Tracking Manifest lt COMPONENT NAME Base Services VERSION Base Services 7 1 modlevel SpatchS A Build 116 DB Build W7110 495 gt 7 lt ICOMPONENTVERSION gt lt PACKAGEHEADER gt lt PACKAGECONTENT gt lt DDMETADATA gt lt PKGMETADATA gt Figure 4 49 Package file download 5 Save the file on a shared file server as shown in Figure 4 50 3 migration b27a testing b31 code My Recent Jmaxuser testing Documents S 3L69R91_MXServer_maximo zip CDbpm_test_gawin06_ORA102MI_MAXIMO_20080124171857 zip CD mmdd_ss_MXHT_MAXIMO_20080219060431 zip CD mmsrwf_SS_MXHT_MAXIMO_20080219055043 zip CD myBPm_sS_MXHT_MAXIMO_20071129 103825 zip CD mycmPSRC_SS_MXHT_MAXIMO_20071129114116 zip SD mypb_sS_MXHT_MAXIMO_20071129112752 zip CD sdobj1_Ss_MXHT_MAXIMO_20080201120738 zip CI sdwf3_SS_MXHT_MAXIMO_20080201112105 zip CD sdwf4_SS_MXHT_MAXIMO_20080201113122 zip File name M S S_MXHT_M xIMO_20080219104735 zip Y My Network Save as type WinZip File v Figure 4 50 Package file download location 6 Once the file download is complete click the Close button to continue The Messages tab of the Migration Manager application displays informational or error messages or both for each of the pac
88. ST i Charge fy WLS defin iti On approve Bach Sise 300 camer PERL a before use e l rete run CE OA OOO Ai A O O O O OO O OOOO Dec rian BR Busness Process Haegeman ip A i A Detalla specify cont ent to be Migration Sroep peu kenene Procans Menoerment included in physical packages based on the definition AL EOS AECE CASE AAA i Downie io Dependent Mgrasan Grup Description JPR LE Te Appipsicon Tui Ta Tae A 7 POCUMENTLO RAY Documneal Library FUHCTICOHAL Fencional REBOURCES Reoannes SYETEM Seem Figure 4 8 Migration Manager window 4 3 3 Prerequisites Some restrictions limit the use of the Migration Manager You must comply with the following restrictions to be able to use the full functionality of the application gt Version numbers of the base product Tivoli Service Request Manager must be the same for example Tivoli Service Request Manager V7 1 and Migration Manager V7 1 You always can distribute packages from the source environment but you need the same Tivoli Service Request Manager version to be able to import and deploy packages Migration Manager checks the Tivoli Service Request Manager version used to create the package and the version of your target environment when you try to deploy a package gt Database space or file system space in target system Depending on your choice of distribution you need sufficient space in the target database if you choose database d
89. Service Catalog 4 Search and select the out of the box BPM migration group You can find the group as shown in Figure 4 24 Migration Groups Bulletins 0 GoTo lit Reports Start Center 2 Profile Sign Out Help wir jaian G ad 21 List Migration Group Migration Group Structure Migration Group BPM Business Process Management Change By WILSON Migration Group Order 10 Change Date 4 16 07 12 21 PM Internal v Migration Object Description Migration Object Order Internal gt A Action migration object for Migration Manager Y Ed p DMROLE a R Role migration object for Migration Manager 2 Al gt DMCOMMTEMPL g Communication template migration object for Mi 3 wi m p DMESCALATIO A Escalation migration object for Migration Manag 4 Til n p DMWFPROCES A Workflow process definition migration object fc 5 v in Dependent Migration Group Description DATADICTIONARY P Data Dictionary DOCUMENTLIBRARY P Document Library SYSTEM p ae p FUNCTIONAL Functional mi APPLICATION p Application RESOURCES P Resources m Figure 4 24 BPM migration group The BPM migration group contains all the migration objects you need to migrate as identified earlier in this chapter By default you can find action role communication template escalation workflow and e mail listener inbound communication objects in the BPM migration group
90. Service Requests er Systems Management MIM Lotus Notes ID Reset Passwo 25 00 _ USD y MiM Lotus Notes ID Change Password 25 00 USD Reset Password LIC 25 00 USD Lotus Notes ID Change User Name or Cer 25 00 USD A Lf a am Lotus Notes ID Delete Account 25 00 USD Enterprise Security Management Lotus Notes ID Change Password 25 00 USD Favorite Offerings offering for reseting the LN password 5 00 USD Figure 2 4 Select an offering Chapter 2 Introduction IBM Tivoli Service Catalog 45 The user can use the form shown in Figure 2 5 to request the creation of a Lotus Notes account Request for Create Notes Account Service Offering PMSC 0015A Lotus Notes ID Create Account Attachments amp Description The generation of Lotus Notes ID has to be strictly managed by enterprises Typically these are handled by Administrators t is however necessary to track them for management and audit purposes and control their issuance by management approvals Typically these IDs require at least two levels of approval the first is by a manager of the requestor and the second is by a manager of the environment These folks are tasked with ensuring that the rules of the organization are adhered to The requestor must be an employee or contractor with a need for a notes id In addition rules may apply in the organization that the Notes administrator must adhere to Required Date B Employee Contractor Na
91. Service Service User Oper Oper Service Application AppName Catalog Designer Delivery Execution Contact Analyst Specialist Req Admin 9 Manager Manager Analyst User Database Configuration CONFIGUR E 2008 E mail Listener EMAILSTNER Erre O AO O AOS O O O O Bac MMS a LL AAA ee e e O ee PA eee Exchange Rates cc cg a E A S External Systems EXTSYSTEM Setup a e aea Global Search Inbox Assignment INBXCONFIG Setup Integration Modules E Invocation Channels Item Master Job Plans KPI Graph Setup KPI List Setup KPI Manager Launch in Context Layout and Configuration Link Rules Locations Logical Management LMO Operations Message Reprocessing Message Tracking Migration Groups Migration Manager EA Network Devices Network Printers Object Structures RS RS Chapter 2 Introduction IBM Tivoli Service Catalog 77 Table 2 4 Security mappings 3 Admin Manager Manager Analyst User Offerings PMSCSRVOFF BN Ca A AAA RA S Lesh A TT Publish Channels PUBLISH Cone Quick Reporting QUICKREP uw lt Reconciliation Tasks RECONTASK Relationships RELATION Report Administration REPORT Result Set Setup RSCONFIG li Offering Catalog sa La Security Groups Service Fulfillment scr e Service Groups nee a Service Level SLA Service Requests SS ee E 000 E La PRA gt A a A RIS SETS Shopping Cart System Properties Terms and Conditions Ticket Templates User Self Registration
92. Shopping Experience 46 shopping user interfaces 58 63 Single Point of Contact Service Provider and Users 38 SLAs service level agreements 39 best practices 80 negotiating 39 offering creation source 23 offerings included in 28 service fulfillment object 110 work orders associating with 81 SLM Service Level Management 38 positioning 8 SLTs Service Level Targets 5 39 SOA service oriented architecture 41 Source Configuration Management SCM 153 Specifications tab 57 specifications service fulfillment objects 112 SQL expressions 143 Start Center 43 KPls in 104 Offering Catalog application 129 Operations Specialist 73 Self Service User 93 121 Service Catalog Administrator 68 Service Delivery Manager 70 Service Designer 69 121 Service Execution Manager 71 Service Requisition user 44 58 supply chain 38 components of 42 workflow 79 supply chain service 43 64 141 system users elements associated with 66 T task node 145 147 templates 147 terminology 37 40 Tivoli process automation engine platform 42 Tivoli Release Process Manager 84 Tivoli Service Request Manager workflow tool 79 Index 213 tool palette 142 148 U Underpinning Contracts 39 units of measure 113 URLs adding to service fulfillment 56 usage scenarios 89 150 Service Catalog 90 User Contact Analyst 74 W WAPPR Waiting for Approval 102 work orders completing 100 execution of 39 Service Catalog module 30 Service Fulfillment Planning comp
93. User Service Requisition User Manager Service Designer Operations Analyst Operations Specialist Service Catalog Administrator Service Delivery Manager Service Execution Manager Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Service Requisition User PMSCSRU User Contact Analyst PMSCUCA Note These scenarios assume that you have installed the Tivoli Service Request Manager Service Catalog V7 1 application successfully in your environment For installation instructions you can refer to Implementing Implementing IBM Tivoli Service Request Manager V7 1 Service Desk SG24 7579 At the time of writing Tivoli Service Request Manager V7 1 was not generally available GA so we used an early version of the product In the following scenarios you might see slight differences in the product panels compared with the GA version of the product 3 2 Scenario 1 Searching for offerings In this first scenario we show you how to search for offerings in the context of a firewall change request ordering and fulfillment scenario Sarah works for a network infrastructure company and frequently needs to modify firewall rules or router configurations She makes her requests using dozens of different interfaces and using e mail or the telephone In many cases she is unable to find the right person or the right channel to fulfill her requests In other cases she finds what she thinks might be the right channel but getting a r
94. _MAXIMO Active Type swapsnoT P Change By Batch Size Change Date 2 19 08 10 39 AM change role nd i Migration Group Description M A Workflow and related data only G Details Wgraton Group var oro and related ata oriy Dependent Migration Group aa No rows to display Figure 4 34 Change package definition status 184 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog A dialog box is displayed as shown in Figure 4 35 where you can select the approved status Migration Manager Bulletins 0 gt GoTo lir Reports StartCenter 2 Profile BIMAAASZ05E gt Record has been saved Setectacton G ad 21 G tr G St tay List Package Dafinition Package Definition Structure Distribution Package Messages Package Definition Name SR priority workflow only E Status Source it Type SNAPSHOT rm s men Batch Size Change Status dl E change Roe JA Migration Groups oo ce E Migration Group y Ga igration Group MYBPM alii Status Approved package Dependencies for fe Status Date 2 19 08 10 44 AM E Download d Dependent Migration Group Compiled Sources d Download 7 E File Name Figure 4 35 Package definition approved 11 Click the OK button to continue 12 At this point you must activate the package definition to create a package for distribution From the Select Action menu select Activate Deactivate Pack
95. a objal Te 5 i ti A migration group ES ai Dierplon may depend upon APPLICATION Fa Eppbeaton i DATADICTOMAR Y 1 Data Dicbonary i ot h F Cj r O L p 5 DOCUMENT SAY Y Document Library i FUNCTIONAL E Funiral i RESOURCES E Abd dor tes iF Sy STEM Bp Sateen Figure 4 7 Migration Groups application The Migration Groups application contains internal and external migration objects If a migration object is a user defined object it is an external migration object and cannot be changed Internal migration objects and dependencies cannot be changed or deleted gt Migration Manager In the Migration Manager application see Figure 4 8 on page 161 you can create distribute and deploy the packages you define You can create packages define distribution types execute creation distribution and deployment and keep track of the history of each package The Migration Manager application also enables you to access messages related to a package Figure 4 8 on page 161 shows an example package which is being prepared to migrate 160 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Buitre 11 go To El Reso P ari gerie A Profis Bion Out T Hep IEM seed sem Apea a A E AA A bri Package Oetindion Package Definition Binin Distrito Paecicg pe Mesones Package Defiranar Hare miaren fant ll uu APPA Reusable par kage Source jgawind2_CRAIO1A MARIO a OOOO Sete Tyee SALA P
96. ad M File Name Figure 4 31 Package definition Migration Groups Set Where Clause In this example we created a Where Clause for the following migration objects to make sure only the example workflow and related objects are migrated DMACTION The Where Clause action MMACT ensures only the MMACT action used in the workflow is migrated as part of the package being created DMROLE The Where Clause maxrole in SDMGR SDAGNT ensures only the roles used in the workflow are migrated as part of the package being created DMCOMMTEMPLATE The Where Clause templateid MMNOTIF ensures only the MMNOTIF communication template used in the workflow is migrated as part of the package being created DMWFPROCESS The Where Clause processname MMSR ensures only the MMSR example workflow is migrated as part of the package being created 182 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog To create a Where Clause for any object without thorough knowledge of SQL and the database fields you can use the SQL Expression Builder by clicking the rightmost button on the Object line A SQL Expression Builder dialog box is displayed In this dialog box you can create the required SQL statement as shown in Figure 4 32 Migration Manager Bulletins 0 A GoTo lit Reports StartCenter 2Profile Sign Out 7 Help HER A SQL Expression Builder I Find List Package Definition Package Definition Name
97. age Definition to activate the package definition see Figure 4 36 Migration Manager Bulletins 0 GoTo lir Reports Start Center 2 Profile eines hy Select Action vi 214 o ll G A aa bein E Change Sii R ABN ActivatlDeacivate fekage Defo 22 pene Tesco Status Manage Admin Mode Active Type SNAPSHOT Set Inbound Restrictions Change By Batch Size Dams Change Date change Role TJ A Denny Pactage TRATA A Reset Event Tracking Records AAA A A CR RR a AAA i Migration Group Duplicate Package Definition Description a Workfow and related data only a Add to Bookmarks Migration Group MYBPM Run Reports data ony No rows to display Figure 4 36 Activate package definition Chapter 4 Migration Manager 185 The message Package Definition srwf has been activated is displayed in the menu bar The Active check box contains a check mark 13 On the Package Definition Structure tab you can view the package definition in a tree structure This view shows all package definition information in a parent child relationship as you can see in Figure 4 37 Migration Manager Bulletins 0 GoTo lit Reports Start Center 2 Profile ofall joe BMXAA5845k Package definition srt has been activated at EA I Se A Package Definition Structure Distrib tian Package Messages Package Definition Name srwf SR priority w
98. agement is accomplished in concurrent interconnected levels from enterprise strategy to the tracking of a single service offering These levels work in analogous cycles of creation design implementation operation and monitoring see Figure 1 2 on page 9 8 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Portfolio Decisions STRATEGIC Enterprise IT life cycle TACTICAL Service life cycle Continual improvement ee OPERATIONAL Service request MARR life cycle lt ee Business Develop amp Deploy Continual Improvement Operate Figure 1 2 Multilevel perspective of IT service cycle Figure 1 2 provides a multilevel representation of the ITIL cycle core Splitting the Original cycle is useful for clearly understanding the connection between the cycle of a single service request and of service definitions that occur at strategic and tactical levels Strategic levels represent executive spheres that make the decisions about priorities and investments The tactical level represents the managerial and coordination layers that establish the framework that facilitates strategic decisions Finally the operational level executes the tasks fulfilling the defined service requests All cycles can be understood as different perspectives of the generic service life cycle 1 3 1 IT service cycles The link between the cycles in Figure 1 2 is not only conceptu
99. al Understanding the connection between offered services and an organization s priorities and strategies can optimize investments and fulfill the organization s needs as a whole from the business perspective to the daily issues that users face These levels are not restricted to large companies When a small or mid size company defines and designs their offered services the company is working on strategic Chapter 1 Introduction to service concepts 9 and tactical levels These services must be supported by service requests that carry out their own particular functional cycle when ordered by an user For example a company may decide to offer firewall support to its internal users either due to high demand or to support a specific outcome such as protecting sensitive information Offering firewall support to internal users does not involve a transaction but is a service that demands various transactional service offerings such as firewall rule modification or port configuration From the decision to protect sensitive information to the fulfillment of a specific firewall rule modification request a path connects the functional cycles The path is composed of the continuous feeding of and feedback between specific responsibilities from each cycle Figure 1 3 and Figure 1 4 on page 11 show examples of the feed and feedback paths respectively BUSINESS IMPERATIVE We should invest in the protection of our information assets
100. al list of service offerings Service offering Core design driver Backup creation Policy modification ES New backup limit request ES New storage limit request ES 28 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Service offering Core design driver New component specification request Backup creation internal eG Backup restore internal es Database backup internal After creating an initial list of service offerings you define the controls and methods to ensure the offerings are provided according to the expected value Although the negotiations about service specifications are over at this point you must consider the value proposition and client expectations when defining control points escalations and fulfillment options For example if you estimate that the time to deliver an offering is 12 hours what exactly does the client expect to receive in 12 hours You can always just implement a backup policy but sending an e mail to specific individuals who are members of the client team is a form of establishing clear communication and a higher value service The source of miscommunication in client relations is not usually the fulfillment of the offering but unclear followup communications Implementing the backup policy can fail to provide value if the right individuals on the client team are not properly aware of the policy fulfillment that is they do not receive the expected information at the ri
101. al that provided the necessary predefined reports and an option for requesting customized reports In our financial report market space scenario the delivery of the full transaction report was not defined in the context of its utility leading to a sometimes useless and resource consuming operation Although the market space framework was originally intended to help define new services it can be used in service reformulation through a reverse engineering strategy For example the transaction financial report can be situated in the transactions are compliant market space because the final outcome supported by the report is to check the compliance of transactions with different criteria Some organizations face serious difficulties with this form of reverse engineering simply because they have never thought about what kind of outcome is supported by their services Indeed this lack of understanding makes this exercise even more valuable In our specific example knowing that the final objective was to check transactions for compliance which in this case was somewhat obvious but objectives sometimes can be nebulous led to the reformulation of the report content and of even the delivery method Service catalog The importance of a service catalog is frequently underestimated Creating a service catalog is not the same as simply listing or describing services The catalog is part of a cyclic design process that involves continually providing
102. an IT portfolio strategy linking and defining IT services systematically monitoring the strategy and services proving feedback to close the loop and eventually redesigning the services and the catalog which can mean adding retiring or redefining services A service list that is not part of this process cannot be defined as a service catalog or at least as a service catalog that works as a service management instrument The value that can be delivered by the services 14 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog in a catalog is not provided by the catalog alone but by the evaluation cycle that considers which services must be included in the catalog and which ones must be retired from it Figure 1 8 illustrates this cycle Business value Risks Cost Expertise Service Portfolio Service Pipeline a Service LE Retired Services Cost benefit ratio Not enough expertise No added value Figure 1 8 Service catalog The fact that the service catalog is the visible part of the cycle is essential It basically answers the question What can providers do for me Note that the catalog must contain the services that support the client business not transactional service requests The services in a service catalog are in fact packages that support business demands That is why SLAs are closed at this level They must represent a measurable value for the business not for a single user Th
103. ar checks for Catalog Purchase Requisitions Waiting for Approval Each item of the catalog order generates a different purchase requisition Chapter 3 Scenarios 97 3 Oscar clicks the Catalog Purchase Requisition Line tab see Figure 3 7 on page 98 to review the details of the order including pricing and the linked catalog order Oscar can apply an SLA to the purchase requisition or even reject it if for some reason the delivery organization is not able to fulfill it He can add a communication to the Log tab alerting Manny that it is not possible to complete the order In this case he approves the purchase requisition clicking the Change Status button Catalog Purchase Requisition Bulletins 4 gt GoTo lbf Reports Start Center 2 Profile Sign Out 7 Help EEE Co mrm dh Select Action Vi 2 le ollo iv ga a List Catalog Purchase Requisition Catalog Purchase Requisition Line Ship To Bill To Terms and Conditions Log Specifications Catalog Purchase Requisition Firewall Change Requests sid E Site Status Offering Description Quantity Order Unit Unit Price Line Price y 7 Firewall Change Requests a P E _Line Item Offering Firewall Change Requests E Catalog Remarks E Service Group p Classification ETRE Some Service SERVICE Class Description Data Network Services 1 Operations Quantity and Price Price Allocation Quenty 108 exce JA locato
104. arah clicks the Add To Cart button see Figure 3 27 Chapter 3 Scenarios 131 6 Sarah clicks Submit to submit the catalog material request as shown in Figure 3 28 E EE ee fo i Om O HAD Psa kas O 22 A AO Address El pe athens itsc austin ibm com maximo evnt gotoppRval pmsccdtunqued 28 amp uisessionid 1203441056078 Shopping Cart Shopping Cart Top Une Laptop a ee 1 IA Requred Date 2005 0304 094505 Line Cost 300 00 ei az a x Continue Shopping Submit Save Offering Catalog gt Shopping Cart Figure 3 28 Offering Catalog application Shopping Cart The dialog box shown in Figure 3 29 is displayed Request Submitted Go To Offering Catalog Figure 3 29 Submitted request o 132 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 7 She clicks Return to the Start Center After Sarah completes the steps the request is submitted for catalog request approval The catalog request must be approved by the supervisor if the requester is not a VIP In our scenario Sarah is classified as a non VIP user and as a result her Supervisor must approve the catalog request Manny Sarah s supervisor and a Service Requisition User Manager completes the following steps to review the catalog request and possibly approve it 1 Manny logs onto the IBM Tivoli Service Request Manager tool and in the Start Center he can see a pending assignment as shown
105. art Center for PMSCOA Start Center Bulletins 0 Main Applications il Bulletin Board Y Subject Message ES WA Work Order Tracking 7 7 There are currently no Inbox Assignments Description No Assignments found Work Order Status y Filter gt 4 iD Description Status No Data Found Figure 2 34 Start Center PMSCOA 72 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog gt PMSCOS security group Operations Specialist This role is responsible for performing all the activities described in work items Operations Specialists often specialize by platform or application Figure 2 35 shows the Start Center for PMSCOS Start Center Bulletins 0 A Bulletin Board Subject Message A 2 Work Order Tracking E There are currently no Inbox Assignments Description D No Assignments found Work Order Status y Filter gt dh Description EA No Data Found Figure 2 35 Start Center PMSCOS Chapter 2 Introduction IBM Tivoli Service Catalog 73 gt PMSCSRU security group Service Requisition User This role searches for and requisitions services from the service catalog consults regarding the status of the requisitioned services and receives the services performed by the IT organization Figure 2 36 shows the Start Center for PMSCRU Start Center Bulletins 0 My Favorite Appli
106. atalog module is not used exclusively for IT services Desi can use another option defining the service group as IT which can also be part of the portfolio grouping of a given organization The services then can be defined using a different granularity such as applications and network Table 3 2 provides an example The service group type determines whether a service is provided procured or both 3 Desi configures the application according to the parameters listed in Table 3 2 4 Then Desi saves the record Table 3 2 Service group application configuration Doman CT vale A description Services related to data assets Te PROVIDE Service tab Network Support Long description Support of network infrastructure Figure 3 14 on page 108 shows the data service group in the Service Groups window The figure also shows the related records functionality which is accessible through the Select Action menu after selecting a service group This important function provides a comprehensive view of the objects that are related to a service and also to a service group Chapter 3 Scenarios 107 Service Groups Bulletins 0 gt GoTo ll Reports StartCenter 2 Profile Sign Out Help a Fina dh Select Action 0 id 214 9 Service Group Service Group DATA iien Services related to data assets E Contact a E A MT eee era acre iaa sr El Type pROVDE Services t
107. ate the entire workflow and related objects 180 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 5 The Batch field is used to limit the load on your application server You can set the number of XML records exported at one time limiting memory usage Use the default of 100 records 6 In the Migration Groups section you can select the groups representing the database content you want to migrate in the package Select the MYBPM group 7 Inthe Compiled Sources section you can also select content outside the database such as Java classes or properties files In this example we do not use any compiled sources for migration so leave this section empty 8 After selecting the MYBPM migration group you want to further specify which specific objects you want to migrate You can do so by clicking the Where Clause icon to the right of the MYBPM migration group as shown in Figure 4 30 Migration Manager Bulletins 0 GoTo lt Reports Start Center 2 Profile Package Definition Name srwf SR priority workflow only E Status WAPPR Source SS _MXHT_MAXIMO Active Type swapsnor A change ay MSN Batch Size 100 Change Date 2 19 08 10 39 AM Change Role 7 FP Migration Group Description MYBPM A Workflow and related data only m ha Details Migration Group MYBPM A Workflow and related data only Dependencies for As Dependent Migrati
108. ated that is Catalog1 2 Desi sets the status as Active 3 He saves the offering record Jobplans Jobplans are an important tool when planning the steps to fulfill the service offering With predefined jobplans a Service Designer can define a time frame labor materials and other components that are necessary to accomplish the offering Depending on the task granularity the Service Designer can even nest tasks under parent tasks creating a detailed description of the fulfillment path In this example Desi creates a simple jobplan for the firewall change request by completing the following steps 1 Desi selects Planning gt Job Plans 2 He clicks New Job Plan 3 He then configures the jobplan object according to the definitions in Table 3 7 on page 119 118 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Table 3 7 Jobplan attributes Jobplan main object PMSC_0017A Long description Firewall Change Requests Template type Activity Duration 4 Desi selects Job Plan tasks 5 He clicks New Row and add tasks with specific durations Figure 3 18 shows examples of tasks Job Plans Buletnss 4 Goto Wt Reports P Start Center 2 Profile Sign Out 7 Help un 1i ll gt IO a AI List Job Plan Work Assets Specifications Job Plan PMSC_0017A Firewall Change Requests El Organization PMSCIBM P Site P Attachments amp Status Default WO Class Ee Supe
109. b Search 4 i Bookmarks F Settings 4h Upgrade your Toolbar Now Mai My Yahoo EJ Answers GGames 44AntiSpy Service Fulfiliment Buletins 0 A GoTo Wt Reports Y Start Center amp Profile Sign Out Help A E E fh Select Action Cae dala o ES List Service Fulfilment Specifications el Change Status View Status History Service Fulfillment Password a Organization Status Click image to enlarge Add Modify Image Status ENa 7 Ek Ll A Attachment Ubrary Folders gt Classification ESECMGMT IDTYACC E 1 cal J Duplicate a Service Definition Classification Description Enterprise Security Management identi PERE Add Modify Attribute Attachments amp eate an Offering A e Launch in Context ss oe o y Figure 3 20 Create an offering 2 In the next window Desi selects New Offering accessing the window shown in Figure 3 21 on page 124 which prompts him for input Chapter 3 Scenarios 123 A ES OOOO DE AE AE EAE NEE EAE AE AE A AE AE AE EAE IENE NENE EAE AEE E AE AE AE EAE EAE EREE AE AE E AE AE AE EAE AE AEE AEAEE AE AE AE AE DE AEDE AE IE AEE AEAEE AE AE AE AE EAE AE AAE RENE AE AE AE AE E AE OOOO AE A AE EAE RE AE EAE E AEAEE AE AE AE AE EAE AE AEDE AERE AE AE AE AE AE AE I E AE E DE AE DE ANE ENEE AE EAE A AE AE AE AE OOOO E E AE E AE DE AERE AEE RENE AE AEE AE AE DE AE BERERE DENE AEAEE AE E AEA
110. business level 97 architecture 40 46 request workflows 79 attributes service fulfillment objects 113 Availability Management 38 B backup services 5 18 backup support service offerings 28 Basic Service 37 best practices 65 84 reports 82 request workflows 79 roles 65 79 Service Catalog 65 84 service catalogs 80 BIRT Business Intelligence and Reporting Tools 83 Copyright IBM Corp 2008 All rights reserved business level approval 97 C CAB Change Advisory Board 24 capabilities definition 37 catalog material request 132 catalog order request 135 catalog orders 37 64 128 Service Catalog module 30 service fulfillment objects 110 catalog request 37 84 management approval 40 Catalogs application 118 catalogs firewall change request design 108 CCMDB IBM Tivoli Change and Configuration Man agement Database 84 Version 7 1 20 24 Change Advisory Board CAB 24 charging account shopping cart 95 classifications linking services and service requests 19 service fulfillment objects 112 clients versus users 5 CMDB configuration and management database designing 20 communication template 147 Concurrent Versioning System CVS 153 condition node 142 configuration and management database CMDB designing 20 Configuration module 84 Connection Nodes tool 144 creating workflows scenario 127 150 implementing services 140 150 cron task setup 92 Currency Type 124 CVS Concurrent Versioning System 153 D delivery
111. can consider larger offerings The service offering granularity is in fact linked to the granularity of the supporting tasks on jobplans or to the level of automation that can be provided If an output is extensive the related tasks cannot be detailed with specific instructions but with more extensive steps You can nest more detailed steps in larger ones and you can define the entire path in more detail However we recommend this kind of encapsulation only in the case of frequent delivery of larger outputs In other words if the service offering is part of the daily life of an organization the procedures are well known and documented and the creation of a project is not necessary you might consider a service offering encapsulation Composing services Table 1 3 shows an initial mapping of a service according to the granularity scale described in Figure 1 10 on page 17 and to the market space definitions Table 1 3 Composing services Strategic Tactical Operational Chapter 1 Introduction to service concepts 25 Table 1 4 shows a simplified requirement study for a service illustrating that the requirements can vary depending on user profiles components branches or business lines These requirements are a determinant factor when creating a service definition Table 1 4 Backup support service simplified requirements study Functional service Backup support User profile Only the owner of the server or component can order a n
112. cations ee Bulletin Board rdir Subject Message se Offering Catalog 7 C Catalog Requests m There are currently no Ev View Shopping Carts Inbox Assignments h View Catalog Requests Description No Assignments found Search ES My Catalog Requests Filter dh Di Service Request Manager Search y Requisition Description Status Ll Ll __ No Data Found Figure 2 36 Start Center PMSCRU gt User Contact Analyst This role is an IBM Tivoli Unified Process defined role that in the context of the Service Catalog manages analyzes receives and approves the Service Requisition see Figure 2 37 on page 75 as part of the Service Order Planning phase 74 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Start Center Main Applications View Catalog Requests IT KS Shopping Cart Bulletin Board Subject Message C __ There are currently nd Inbox Assignments Service Fullfilment Definition Supporting Application _ f E gt Offerings i E 2 Catalogs Service Level Agreements Description I No Assignments fou Catalog Purchase Requisitions Waiting Approval This portlet has not been set up To set up select the edit icon in the port Catalog Purchase Requisitions Approved This portlet has not been set up To set up select t
113. ct KPIs and looks for KPI 4 or another KPI that he wants to add Finally Delvin clicks Finish Chapter 3 Scenarios 105 3 2 2 Firewall change request design We described the cycle of ordering fulfillment and tracking processes in the previous section In this section we discuss how the Service Designer configures the offering described in the previous section We also describe offering design options Service Groups First the Service Designer Desi configures the Service Groups by completing the following steps 1 As the Service Designer Desi logs on 2 Desi selects Service Level gt Service Groups The Service Catalog module includes two levels for the definition of services the service group and the service itself In this example Desi can define a service group based on a target asset data or information of a market space see 1 3 2 Service portfolio and catalogue on page 11 for details Because all services that support the same asset can be grouped under this classification the structure facilitates a service catalog and portfolio linkage Although the Service Catalog module does not directly support portfolio management and the content of a service portfolio cannot be inserted in the system service groups can be defined according to a portfolio grouping leveraging the value of the tool as an IT management system 106 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog If the Service C
114. ction mM id 21 91110 a Package Definition Package Definition Structure Distribution Package Definition Name srwf SR priority workflow only E Status APPR Source 5S_MXHT_MAXIMO E Active i Type SNAPSHOT 4 Change By WILSON Palei Siza _100 4 Q Please wait Change Role NU j Filler gt A bijes Package Done tatus Date _ srwf_SS_MXHT_MAXIMO_20080219104 a E 19 08 10 48 AM a Tue Feb 19 10 49 53 EST 2008 2 19 08 10 49 AM Consolidated A package file swf_SS_MXHT_MAXIMO_20080219104735 zip EAEn distributed successfully Status CREATED Al Tue Feb 19 10 49 53 EST 2008 2 19 08 10 49 AM Package Progress Status CREATED pri to target MXTGT was successful File Name Direction OUTBOUND Redistribution Source Distribute Manifest Status History Distribution Tracking Manifest lt COMPONENT NAME Base Services VERSION Base Services 7 1 S5modleve S SpatchS Build 116 DB Build W7110 495 gt lt COMPONENTVERSION gt lt PACKAGEHEADER gt lt PACKAGECONTENT gt lt DDMETADATA gt lt PKGMETADATA gt Figure 4 48 Package distribution in progress To ensure the physical package is indeed created and stored in the correct location you can verify whether the file is actually in the c mxdevenv directory on the source system You can also download the file to use on the system you currently work on it can be any system with a browser connection to the source en
115. cture are the operational where we use the implemented services and the development area where the designed services are implemented The main interface for users to access the Tivoli Service Request Manager Service Catalog is the offering catalog A user in the PMSCSRU security group works with the Start Center window in Figure 2 3 on page 44 In the Offering Catalog all available and implemented services are listed Users choose a service and add it to the shopping cart The following types of offerings are available gt Descriptive service A descriptive service fulfillment type stores information documents procedures and direction for a provided service gt Action service An action service fulfillment type is used to set up a link to an external function a Web site or external software gt Supply chain service A supply chain service fulfillment type is used to define and operate a service in Tivoli Service Request Manager with all available functions such as work orders and jobplans of the Service Catalog application Depending on the fulfillment type an action is started in the background for a predefined service see Figure 2 2 on page 44 Chapter 2 Introduction IBM Tivoli Service Catalog 48 Offering catalog Cardto process a a En LEE 2 3 Read document for Receive link to perform workflow description application 2 9 approval create workorder with joblist Figu
116. cussion about the differences between and similarities of services and service requests Key performance indicators and visual boards You can configure the Start Centers to automatically display certain types of data either graphically or in lists This feature can help the employees in charge of tracking the services or service offerings alerting them of unexpected trends or events Click Graphical View under the list you want to view as a graphic or Set Graph Options see Figure 3 12 to configure an unconfigured list My Catalog Requests 7 Filter gt diy ire Requisition Description Status Requested By Requested For aao o Firewall Change Requests APPR PMSCADMUSR PMSCADMUSR Set Graph Options ito1 of 1 Figure 3 12 Predefined content with the Set Graph Options link You can also configure Start Centers to automatically display KPIs see Figure 3 13 which can provide an historical trend functionality for checking how the indicator evolved compared to other KPIs You can define thresholds for specific KPIs KPI Manager ins Reports Start Center 2 Profile Sign Out Help Find dh Select Action vil aQia gt a t select count from workorder Where where status WAPPR and istask 0 Target 25 00 ls Active y Last Run 2004 08 03 15 05 19 Caution At 40 00 ls Public y Status Actual Last Reading T f 1 4
117. d iii 3 3 Scenario 2 Accessing external SourceS 0 0000 cee eee 121 3 3 1 Service fulfillment 0 0 0 cece eee 121 BS DMO soc terns daa E E A 123 3 4 Scenario 3 Creating workflows 0 0 0 cee ee es 127 Chapter 4 Migration Manager 000 cece eee eee 151 4 1 Development cycle 0 0 ccc ee tee ens 152 4 2 Integrated development cycle 2 0 cc eee 154 4 3 Migration Manager and the development life cycle 155 4 3 1 Migration Manager benefits 0 0 00 eee eee 156 4 3 2 GOMPONCINS cu cou a Fx how a dae e 157 3 3 PEE quistes iii aAA A AA IAS 161 4 4 Migration Manager prOCesS o ooocooocoococnn eee eee 163 4 4 1 Package definitiON o ooooooocoornon ono 164 4 4 2 Package creation 0 ccc eee ens 166 4 4 3 Package distribution 0 0 ccc ees 168 4 4 4 Package deployment and error handling 171 4 5 Using the Migration Manager 000 cee eee os 171 4 5 1 Workflow example 0 0 0 eee as 172 4 5 2 Package definition 0 00 ce ees 175 4 5 3 Package creation sii es ee ee aaa ta Be 189 4 5 4 Package distribution o ooooooooooncononno ooo 193 4 5 5 Package deployment 0 00 cee eee eee eens 197 Related publications 0 0 00 ccc eee 207 BM RedDOOKS ca Ae a a ea a eae ai are de 207 Other DubliCatiONsS 6 25 02 dota a A pe eee awe oes
118. d new Tivoli Service Request Manager environments with all the configurations and customizations created for a particular rollout 4 3 1 Migration Manager benefits Many companies want to adopt a phased rollout that includes development and test environments but the tooling to support that process is often expensive difficult to use and requires customizing for each specific environment Clients seek a repeatable rollout process that provides the following benefits Lowers IT costs Increases ROI Facilitates monitoring Enables regulatory compliance M vy y 156 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Configuration migration is now facilitated by the migration process The following migration steps are enabled through Migration Manager Define Create Distribute Deploy M vy y To facilitate compliance with the many mandates and requirements several tables are used to store historical information for a package You can now trace the following items gt Package status changes gt Package distributions An additional advantage of the Migration Manager migration process is that history information is always carried forward from source to target which means you can track the entire chain by examining the historical information at the target systems A target system always contains cumulative history information The Migration Manager also facilitates governance and compliance through re
119. dd Database To Server WAPPR SRMSELFSERVICEUSR SRMSELFSERVICEUSR Oo Set Graph Options 1to4of4 Service Ca T Serice ts Filter gt i D e s3 Offering Catalog Service Request Summary Status Reported By Affected User a O View Catalog Requests No Data Found Ev View Shopping Carts Search 23 i Pr ES LL Service Request Manager Search Figure 3 1 The Self User Start menu Chapter 3 Scenarios 93 3 Sarah then searches for open firewall port The Tivoli Service Request Manager Service Catalog tool conducts a comprehensive search looking through offerings catalogs and catalog requests In Figure 3 2 Sarah decides to narrow the search to look through the offerings only She found a Firewall Change Requests offering Service Request Manager Search Bulletins 2 gt GoTo lit Reports Start Center 2 Profile Sign Out 7 Help Service Request Manager Search Find jopen firewall port dh Check Al Check Al 7 Solution Description Summary Service Request Symptom 7 Offering Catalog Cause Offering y Resolution Catalog Request Details Description Details Price Firewall Change Requests Submit this catalog request for a networ 295 00 Manager App Firewall Change Requests Of Submit this catalog request for a networ 295 00 Figure 3 2 Searching for offerings Figure 3 3 shows the Offering Catalog window A user also can choose Service Request Ma
120. der amp uisessionid 1204133019609 ly Go Links Customize Links A i Free Hotmail IBM Busness Transformation Homepage IBM Internal Help Homepage G IBM Standard Software Instale Index forum Y cDDrive D Web Search 7 Bookmarks F Settings Upgrade your Toolbar Now Mai My Yahoo Ganswers Games Workflow Designer E Bulletins 0 P GoTo Reports A Start Center 2 Profle Sign Out Help E dh Select MIaas eae aia List Canvas Process Process PMSG GAMA PMSCMR requestors Manager Approval Proce El Changed By Enabled 7 Object pisom Changed Date 5908 02 25 11 50 04 Acie i Process Revision 2 Interactive Initiate Y NN XG gt i 1 START 1 MRMGRAPPR i STOF 11 Figure 3 35 Workflow canvas palette 5 The first node Desi configures is the IS VIP Condition Node which requires he complete the following steps a He selects the node and clicks the Properties button in the tool palette b Desi right clicks the node and selects Properties 142 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog c He specifies the title as IS VIP and provides a description in the Description field d In the Expression field Desi selects the SQL expression isrequestedby vip 1 and then clicks OK to close the window as shown in Figure 3 36 oe uw e Tools Help One O 200 Pao tom 010 3978 a 060 owa uscar
121. dy to create the package definition and start the migration which you can do by completing the following steps 1 From the GoTo menu select System Configuration gt Migration gt Migration Manager as shown in Figure 4 27 GoTo lW Reports StartCenter 2 amp Profile 8 Administration al Asseta Contracts Financial T Infrastructure Integration Inventory Fu ogro Planning lt Preventive Maintenance Purchasing Release Security Self Service Service Desk Service Level System Configuration Task Management Work Orders CEs Ske RI amp wo Sign Out Help b b k b p Date 2 19 08 10 35 AM b E D fi b ject Order Internal 7 k ui k E O b O a b El l b Platform Configuration Migration j igen ription ration Groups Object Structures Figure 4 27 Migration menu Migration Manager Chapter 4 Migration Manager 179 2 Click the new record icon in the toolbar on the Migration Manager window as shown in Figure 4 28 Migration Manager Bulletins 0 GoTo lit Reports StartCenter 2 Profile Sign Out 7 Help itr G tit tay Package Definition Package Definition Structure Distribution Package Messages dh Advanced Search Wi Save Query 4 Bookmarks Package Definition Name Source Description Type Status Active OS use the filter fields above an Select Records Figure 4 28 New package de
122. e 18 the designer can choose to support a Reporting function and group together technical offerings such as Run database optimization tools and more business oriented offerings Such as fulfill Custom report request Another possibility is that the designer can define the report tool as a supported element and define technical services to support it The definition of the supported elements drives the nature of potential services and ultimately the service offerings Granularity has serious implications for service management because it determines the object or service on which SLAs are applied and managed for continual improvement For example managing middleware support for continual service improvement is a different matter than managing an Internet access function with different key performance indicators KPIs and client needs Service requests are also defined with the purpose of establishing the granularity of the service ranging from technical oriented to business oriented transactions Moreover linking services and service requests is not a classification but a relationship Classifications A classification can be used to define a hierarchy for service offerings and expose them to users in an offering catalog but this hierarchy is usually only a view or grouping not a relationship for managing services Managing demands a link to services and client requirements For example the relationship between service o
123. e Catalog 51 The following fields are available in the Catalog tab the numbers shown in Figure 2 12 on page 51 correspond to the following three list items 1 Name of the selected catalog 2 Comment for the selected catalog 3 Status of the selected catalog which includes the following options Active The catalog is in use and cannot be changed Pending The catalog is not in use and can be changed Pending obsolescence The catalog is obsolete no longer in use Planning The catalog is in development Figure 2 13 displays the actions that can be selected from the catalog Select Action Ei Change Status Wiew Status History Add Modify Banner Image Duplicate a Service Catalog Definition Add Multiple Offerings Figure 2 13 Actions available from the catalog The following actions are available gt Change Status Opens the change status window gt View Status History Lists the status changes in the catalog gt Add Modify Banner Image Enables the user to access a window to change the graphic shown with the catalog listing gt Duplicate a Service Catalog Definition Creates a new catalog with the definition of the selected one gt Add Multiple Offerings Opens a window with offerings not included in the catalog and provides the opportunity to add offerings to the selected catalog 52 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog In the Offerings tab of the Catalog wind
124. e cart Click Cancel to exit the form without adding a service offering to the cart When you click the Add To Cart button you access the Shopping Cart window see Figure 2 27 on page 63 information about the cart and further actions that you can perform You can verify your input and select whether you want to return to the catalog click Continue Shopping submit the cart for execution click Submit save the cart and go back to the Start Center click Save or delete the form click Cancel After submitting the cart it is executed according to your input 62 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Shopping Cart Bulletins 0 GoTo lit Reports Start Center 2 Profile Sign Out 7 Help Shopping Cart Cart 1166 TIM Lotus Notes ID Change Password Requested By PMSCSRU Template 4 Requesiad For PMSCSRU A Required Date B Priority 1 Ship to BEDFORDMAIN amp GL Debit Account Address Work Order City Location State Province Asset ZIP Postal Code Card Type Drop Point Card Card Verification Value Expiration Date Required Date item Description Line Cost 1 00 2008 03 1 8 09 15 16 Eo PMSC_0009A MIM Lotus Notes ID Change Password 25 00 sil A we xX Figure 2 27 Detailed Shopping Cart view Search A search field is displayed on the Offerin
125. e specify The environment we use for the scenario is shown in Figure 4 17 Laptop Oracle 10g Weblogic 9 2 SRM 7 1 Packages distributed as files through shared drive Workstation Oracle 10g Websphere 6 1 0 13 SRM 7 1 Target Server PP MXTGT DB o w Figure 4 17 Package deployment scenario 4 5 1 Workflow example A workflow can consist of several different types of nodes each with its specific functions and content The workflow we want to migrate from source to target is a simple workflow for Service Requests as shown in Figure 4 18 Workflow Designer Bulletins 0 GoTo lbt Reports Start Center 2 Profile Sign Out Help Find dh Select Action J a2 ii a g List Canvas Process Process MMSR Workflow to queue high priority SR 8 Changed By WILSON Enabled 7 Object SR Changed Date 2 19 08 8 56 AM Active Process Revision 1 Interactive Initiate UNS XE v M 50 START 1 ISNEVY ISHIPRIORT QUESR STOP 2 DUBAI ADAL DA O IIITITITITITITITITTT Click to activate and use this control Figure 4 18 Example workflow 172 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog The workflow contains two condition nodes and one task node and is created to set the internal priority of a Service Request to 1 in case the request is created with a hi
126. edistribution takes place from your user acceptance environment to your production environment The benefit of this redistribution is that it encourages adherence to a more strict IT rollout promotion For example a migration from your development environment directly to your production environment is not allowed Redistribution also ensures all content remains exactly the same The package status is always updated to reflect the actual situation keeping you informed of the status of the configurations and customizations in the different environments If you want to redistribute any package the same rules apply as those for a regular distribution You can distribute or redistribute content to a file or database Redistribution is also executed through the Migration Manager application A package redistribution is depicted in Figure 4 16 on page 170 Chapter 4 Migration Manager 169 Produ coe Produ N Server 1 Server 2 PROD DB PROD DB Redistribute fromest to production Testing proceeds until exit criteria met WA N Produ 9 Server 3 PROD DB created and updated 8 as needed Redistribute to migrate golden packages to production Me Configurations Distribute to test Iterative create distribute test Development Test Server Server DEV DB oO TEST 0B e EN Figure 4 16 Package redistribution scenario The following list provid
127. en business and IT on page 4 gt Service encapsulation on page 5 gt Service management on page 8 p gt Service granularity on page 17 gt Service complexity on page 21 Copyright IBM Corp 2008 All rights reserved 3 1 1 Services a lost bridge between business and IT Since the emergence of concepts connecting business with the IT most notably with the publication of the first ITIL books in 1989 movement toward the use of IT as a strategic enabler has gained strength This trend has been a natural consequence of the increasing presence of technology in the execution of various organizations strategic objectives CEOs are inevitably asking ClOs and their IT services departments to help achieve their companies strategic goals This trend follows a maturity path that originated with the technological approach of simply reducing costs and automating tasks to an approach in which IT is part of both strategic planning and execution Some initiatives to increase the involvement of IT have failed and a common reason for this failure can be summarized as a misunderstanding by or an inability of some IT environments to deliver value from the clients point of view Moreover the search for value is so deeply attached to service provisioning that services are even defined around the value concept The following ITIL definition illustrates this statement Service definition A service is a means of delive
128. en organization Strategic Tactical Operational er Middleware architecture Bus specification Applicat ons al Middleware component integrated Middleware support Middleware installation Firewall function Firewall support Port modification Infomation is safe mere restore and protected Backup function Backup support Backup creation creation Reportservi s Reportservi s services Custom report request Repoung cen Run database optimization Report tool supp ort tools Financial transactions are Portal function User administration service compliant ERP integrated function Financial module support Parameters modification Transfer to charge i business process Transaction support Transaction tracking Figure 1 11 Simplified view of a service structure 18 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Granularity is an essential part of the service definition because it structures how the client views the IT department and everything it offers to the organization Defining a service based on an element that supports a component is from the client viewpoint different from defining a service that Supports a function or even a business process An ERP enterprise resource planning support service is closer to the business compared to middleware or operational system support and the service design role is to balance the level on which the services can be defined In Figure 1 11 on pag
129. eps for securing data but only wants the business to keep working without any data loss Figure 1 1 shows how multiple service offerings can support a service output and the different audiences involved Backup service output Data is safe Service offering 3 Backup Audience service CEO a Audience one Provider Functional Team Service offering 3 Backup policy f implementation Audience Functional i Team Audience Provider Support Team peal Service offering 2 Database installation Provider Service offering 1 Asset Storage hardware Team move Figure 1 1 Service offerings support a service each with outputs audiences and providers 6 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog In general different simultaneous and sequential tasks are necessary to deliver the rather complex output of securing data Although the process of delivering this offering may seem simple to clients who are aware of and receive the result in fact a considerable number of steps are required and different groups are involved in achieving this output Controlling the complexity of the securing data mission can be challenging Encapsulation defines boundaries for the required elements that support this mission 7 Every time an entity provides a means that facilitates the outcomes of another business function and risks or costs are transferred to the provider a service is being delivered So
130. er publications This publication is also relevant as a further information source Service Strategy by Majid Iqbal Michael Nieves London Crown Publishing 2007 ISBN 9780113310456 Online resources The Tivoli Service Request Manager 7 1 documentation Web site is also a further information source http publib boulder ibm com infocenter tivihelp vl0r1 index jsp topic com ibm srm doc_7 1 srm_welcome htm Copyright IBM Corp 2008 All rights reserved 207 How to get Redbooks You can search for view or download Redbooks Redpapers Technotes draft publications and Additional materials as well as order hardcopy Redbooks at this Web site ibm com redbooks Help from IBM IBM Support and downloads ibm com support IBM Global Services ibm com services 208 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Index A access privileges system users 66 action service 43 64 Action template 147 Activate Process Select Action menu 149 Activity Workflow 122 Administrator role 69 Apache Ant 152 application hosting 5 applications Catalog 118 Escalations 81 84 KPI Manager 81 mapping security groups to 75 Maximo Service Provider Industry Solution 38 Object Structures 159 162 Offering 118 Offering Catalog 129 Service Catalog 81 82 Service Level Agreements 81 Workflow Designer Canvas 79 Workorder Tracking 100 APPR Approved 102 approval workflow 140 service granularity 20 approval
131. ering can be as complex as implementing an ERP on a Web portal linked to an ERP support service for example It is possible that during service design you may need to encapsulate extensive service offerings These offerings can be full implementations of large environments or complex business transactions When you do need to encapsulate extensive service offerings you must ask the following important questions gt How frequently do we have to repeat the delivery of this output to an internal team or to an external user gt Are we trying to encapsulate a complex offering because of poor project management practices gt Are we trying to encapsulate an offering because of poorly defined service management responsibilities and accountabilities Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog If the demand frequency is low and project management practices are currently poor we recommend you not define an offering Although you can track the tasks for completion time and cost a service offering catalog cannot be a substitute for project management tools and is not a solution for tracking projects The offerings are reusable meaning they are a grouping of recurring tasks that do not require project management coordination In addition defining offerings is no substitute for governance models that establish the responsibilities and accountabilities for tracking and evaluating services In some cases however you
132. erminology from a user by defining a client as the entity that buys the service and defines the service level targets Alternatively ITIL defines a user as the entity that uses the service on a daily basis The differentiation is relevant because not all clients use the services and users may use a different service than those used by clients At times clients and users may have conflicting interests A client invariably has to balance various factors to justify buying a service while users are typically focused on their own needs You must consider this differentiation when evaluating a service value proposition The delivery of services can occur at different levels From a business perspective services are the continual delivery of a defined value Services are supported by transactions to fulfill users demands which are called service requests The following definitions are relevant to this discussion Service request Transactional delivery of value to fulfill a user demand A service request is an atomic one off delivery of a predefined output that supports a user demand For example a password reset server installation mobile computer delivery and an application installation fulfill service requests Service Continual delivery of value to the business A service is the delivery of continual support during a specific period of time that achieves a given client outcome Service level agreements SLAs are made at this level Fo
133. es the benefits of distribution and redistribution gt Single packages can be distributed in different ways to multiple targets gt Distribution is not tied to a package definition meaning ltcan be set up at later time Package content is always available in the staging table gt Distribution to a database is useful in moving from development to test gt Distribution to a file is useful in moving from test to production Because Migration Manager does not provide a versioning tool you must manually transfer your package into a versioning tool gt Distribution to a file also is useful when source and target have different RDBMS The Migration Manager does not support migration to different RDBMS platforms directly 170 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 4 4 4 Package deployment and error handling Package deployment is a user driven task Using the Migration Manager application you can process the contents of a package in a target environment You can perform the following tasks gt Process metadata that is associated with a package gt Apply structural changes to Maximo tables based on data dictionary metadata gt Process compiled sources gt Process other configuration data As a prerequisite for deployment you must back up a database before the actual deployment starts The Migration Manager application warns you to create the backup and also prompts you to conf
134. esponse seems to take forever and she cannot track the progress of her requests through various channels Her company recently has implemented Tivoli Service Request Manager V7 1 Service Catalog and Sarah is ready to use the new system She needs to open a port on a firewall a task that she used to execute while trying to discover who was responsible for the firewall Once she determined who was responsible she sent an e mail to this individual Chapter 3 Scenarios 91 3 2 1 Service offering roles and flow The procedures in the following sections provide steps that illustrate the flow of the service offering and the roles involved when ordering and fulfilling the offering Note This scenario does not show how the service offering was implemented 3 2 2 Firewall change request design on page 106 presents the designer perspective and how the designer implements the offering It also discusses design alternatives that can affect the flow and alternatives that implement different offerings cron task setup A cron task defines frequently executed routine tasks for example updating the application server users to link to the objects they might want to search for To use the search functionality shown in this scenario complete the following tasks 1 Adam the Service Catalog Administrator logs on 2 Adam selects System Configuration gt Platform Configuration gt Cron Task Setup 3 He then searches for PmObjSearchCro
135. ested By PUSCADMUSR gt catalog CATALOGI auantty 100 Service Fuliment pusc_0017 Ja rewan Change Requests Service Group SGROUPI A issue nt Offering Number Firewall Change Requests sd Service SERVICE P Conversion Factor ty Mis Unit Cost Line Cost YAA Location E Catalog Request a Firewall Change Requests sid Firewall Change Requests 1 Catal Asset P E Catalog Request Line BE Firewall Change Requests E GL Debit Account sd Catalog Purchase Requisition Fa Firewall Change Requests s_i E cl E Work Order sia NAAA E Distributed 7 Service Request sd A E Servi Distribute Costs Ticket 4 E o Fulfillment Option TEM SC_0017A Firewall Change Requests Constraints Promised Lead Time Days of Quantity Received a Received Unit Cost Received Line Cost Figure 3 8 Catalog order details At this point Oscar must approve the work order and decide who executes the tasks involved in fulfilling the work order The predefined jobplan can include a default assignment of the tasks but in this example we define it as a manual step 6 Oscar returns to the Start Center and checks for the work orders pending for approval He selects the work order for Sarah s Firewall Change Request Figure 3 9 on page 100 shows the work order 7 Oscar can select an owner for each task or select one for the entire work order To select a single owner he clicks the Select Ow
136. ested By Required Date 2008 09 24 10 27 47 JD Requested For 7 Prony 1 Total Price Please enter Shipping and Charge Information and then submit your request Ship to PMSCRTPMAN 2 GL Debt Account pots IT lectin 4 a cty asst 7 MI Seras SS S carae zp cose O caras Drop Point eai Card Verification Value Expraton Date Line Quantity wired Date tem Description Line Price A 2006 0924 102557 JE PIISC_ODIZA Frewal Change Requests 29500 o EX Figure 3 5 Shopping cart 7 Sarah defines a Required Date and clicks Submit In the View Catalog Requests window see Figure 3 6 Sarah clicks the Details tab to view the details of the catalog request View Catalog Requests A GoTo lbt Reports Start Center 2 Profile Sign Out Help BEE Catalog Request 1132 Previous Record Next Record Search amp Print View Y Route Workflow Request 1132 frrewelchangeRequests Ja Requested By Required Date ama Status Tota Price Details f History Log Related Record Key Description Class Status Relationship No rows to display Figure 3 6 Tracking the catalog request 96 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Figure 3 6 on page 96 shows the following three tabs gt The Details tab shows the items ordered and the shipping information gt The History tab makes tracking easy because it shows the current status of the fulfillment process gt
137. ew backup Localization Branch office must have a backup retention period of 4 months Component Restore times for ERP database must be less than 12 hours Business line Marketing department demands a restore within a maximum of 12 hours for their file server Figure 1 13 on page 27 shows the backup support service based on the requirement study provided in Table 1 4 26 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog BACKUP SUPPORT Description Delivery of backup for servers databases and business applications avoiding the loss of critical business data Conditions and constraints The backups are provided continuously in accordance to defined policies The supported specifications of the components are listed on lt link gt and the policies of each component must be defined between the provider and the customer Limit of 10 TB of total storage provided by backup service provider Service level agreements Servers databases and business applications Servers Max 50 Other components Max 50 Retention period Max 6 months according to policy Max 3 months in accordance to policy Backup creation lt 1h defined as request approval lt 1h defined as request approval response time or rejection due to financial or or rejection due to financial or technical constraints technical constraints Backup creation delivery lt 12h for max 1 TB lt 12h for max 1 TB time Backup re
138. f non IBM products should be addressed to the suppliers of those products This information contains examples of data and reports used in daily business operations To illustrate them as completely as possible the examples include the names of individuals companies brands and products All of these names are fictitious and any similarity to the names and addresses used by an actual business enterprise is entirely coincidental COPYRIGHT LICENSE This information contains sample application programs in source language which illustrate programming techniques on various operating platforms You may copy modify and distribute these sample programs in any form without payment to IBM for the purposes of developing using marketing or distributing application programs conforming to the application programming interface for the operating platform for which the sample programs are written These examples have not been thoroughly tested under all conditions IBM therefore cannot guarantee or imply reliability serviceability or function of these programs Copyright IBM Corp 2008 All rights reserved V Trademarks IBM the IBM logo and ibm com are trademarks or registered trademarks of International Business Machines Corporation in the United States other countries or both These and other IBM trademarked terms are marked on their first occurrence in this information with the appropriate symbol or indicating US registered or comm
139. fferings and services does not have to follow the internal structure of the IT department If an Internet access service defines an SLA for the time to deliver a user profile creation service request the Internet access service and the SLA can be linked They can be linked even if the department that provides the infrastructure of the Internet access is not the same as the one that modifies user profiles This relationship controls how fast the user profile is created and how it affects the SLAs of the Internet access service A discussion of relationships is provided in 1 5 1 Designing services on page 21 Do not be tempted to create services or even service offerings based only on the needs of a specific team Services package what is considered of value to the business even if tasks from different teams are demanded The encapsulation of tasks in service offerings the definition of workflows and linkages to services through relationships help advance this mission Reusable technical service requests can be an effective way to control the fulfillment process making it more Chapter 1 Introduction to service concepts 19 agile or reliable through predefined job plans according to technical best practices Alternatively nontechnical service requests can automate approval workflows for common user demands or even critical business needs that are locked in bureaucratic bottlenecks Best practices for designing a CMDB Relationships are an
140. finition A window for creating a new package definition is displayed as shown in Figure 4 29 Migration Manager Bulletins A A StartCenter 2 Profile Sign Out Help Fing th Select Action mM dela 1 tt OG ls List Package Definition Package Definition Structure Distribution Package Messages Package Definition Name E Status WAPPR Source SS _MXHT_MAXIMO Active Type SNAPSHOT Change By WILSON Batch Size 100 De Change Date 2 19 08 10 39 AM Change Role A Migration Groups Migration Group Description File Name Description Figure 4 29 Package definition information 3 Name the package SRWF and describe it as SR priority workflow to specify that you want to migrate only the new SR priority workflow The Source field is an identifier from the source environment which ensures uniqueness of the package throughout the landscape The Source field is automatically generated and contains an identifier for the originating application server host name in this example SS DB system identifier SID or instance name in this example MMHT and schema name MAXIMO separated by the underscore character Each package created in the source environment always contains the source identifier 4 You can use the Type field to select the type of package SNAPSHOT or CHANGE In this example use a SNAPSHOT package because you want to migr
141. g Catalog form Enter the text you are searching for in the Find field and click the binoculars icon see Figure 2 8 on page 49 All service offerings with this text in the description are listed Clicking the list icon displays the list Figure 2 28 Search functionality 2 4 3 Order fulfillment Order fulfillment is also referred to as service fulfillment The three different types of services that a Service Designer can create are described in the following sections Descriptive service You use a descriptive service when an organization wants to advertise an existing unautomated service that requires a request path not integrated into the service catalog For example a descriptive service for Add Toner might include the following instructions in the service description To order toner for a printer call our external office supplier at 512 555 1234 Chapter 2 Introduction IBM Tivoli Service Catalog 63 When you select a descriptive service in the Offering Catalog application an offering dialog is displayed you can view the offering information in this dialog You cannot submit requests for a descriptive service from the dialog Action service An action service is used when an organization wants to integrate pre existing service applications into the service catalog For example an action service for Reset Intranet Password might invoke a pre existing URL for the organization that resets intranet passwords
142. ge and information provided by the creator of the package You always can identify the status of each specific package and the content in that package regardless of the environment To facilitate the Migration Manager process three applications are available These applications enable you to define create distribute and deploy packages You access them in the System Configuration module of the Go To menu in the migration object These following applications are available gt Object Structures In this application see Figure 4 6 you manage migration objects which represent the MBOs you want to migrate Sl Object Structures Bulletins 1 e Go To WitGepots A Sian Center Ero te Sign Out 7 Help dh Select Action Odd Sw Object Structure p WWFPROCES Miceli process deilian gration object fy lt Query nt User Definsd Consumed By MIGRATIONS O Migration Manager Application Sef Reference Canfigurable Es Quibeand Definition Ginas Support Fiat Structure kss Conia 7 Inbound Processing Class padadm o rocelsss OF Process aroe Objects for DI POGESS Fl A EA l Hees Obert Parent Opel bie Locabon Pash Relaibonahip Object Grier Uper Defined WFPROocESs jWFPROCESS z Ta 1 Oo l br LORGDESCRFT WFPROCESS WFPROCESLONGDES CAPTION LOMSDESE 1 Oo WFNODE WFPROCESS WFEPAO CESS RODE HODES 2 a l Ae LONGDESCRPT 6 WFWODE WFPROCE SF RODRLONGOESCRPTIOM LOMSDES
143. gh external priority The first condition node checks whether the SR is new the second condition node checks whether the SR is marked as a high priority SR The task node assigns and queues the SR to the Service Desk Manager while a positive action on the node sets the internal priority to 1 and notifies the Service Desk Agent In this example we define a task node with the SDMGR role to be used for the assignment as shown in Figure 4 19 A Task Node Properties Ping Title Queue SR through assignment to SDMGR E Time Limit 0 00 Application SR Service Requests Display One y WF Task Type Role ID Description Send E mail 2 Task Description Time Limit gt SDMGR A Service Desk Manager L Queue SR through assignment to SOMGR tu Communication Template ha Send To Perform Accept Action When any assignment is accepted O When All assignments are accepted O Figure 4 19 Example workflow role Chapter 4 Migration Manager 173 After receiving a positive result from the task node we also define the MMACT action to set the SR property and notify the owner of the SR that the priority has been set For this purpose we use the SDAGENT role and the MMNOTIF communication template as shown in Figure 4 20 A Action Properties Action MMACT A Action to set SR priority El Instruction STOP 2 Positive Expression Custom
144. ght time The objective of this example is to show that fulfillment is only part of the service not the complete package A proper definition of the offering takes into account its many aspects In the next section we describe the Service Catalog framework that enables you to define services and to create control and fulfill a service offering 1 5 2 Service Catalog framework The Service Catalog module provides a framework for you as a Service Designer to link defined services to service offerings encapsulating the necessary controls approvals and tasks You can use the module to facilitate access to the offerings control the delivery procedures and provide proper KPIs and reports to manage the services Chapter 1 Introduction to service concepts 29 Note This section introduces the main system objects and applications that compose a framework for designing offerings and operations Chapter 2 Introduction IBM Tivoli Service Catalog on page 35 describes the functions and how they are organized in the Tivoli Service Request Manager Service Catalog Chapter 3 Scenarios on page 89 describes implementations of various scenarios including the backup creation offering and explains how to manage services through the Service Catalog KPI and reporting capabilities Figure 1 14 shows the basic objects shopping cart purchase request catalog order and work order that are used by the Service Catalog module when an offering i
145. hat are not controlled by a configuration management tool you can use the Service Catalog module to create initial Cls to define relationships between IT components or between IT components and specification documents SLAs and services In scenarios that demand these controls creating Cls can be an early step toward the design and further implementation of a CMDB configuration management database The backup creation offering described in 1 5 1 Designing services on page 21 is a possible scenario Remember however that the manual or external implementation of a change management process is still required and might be impracticable in environments that demand complex relationships and strict controls over defined Cls For a structured and precisely maintained CMDB implementation we recommend Tivoli CCMDB V7 1 See BM Tivoli CCMDB Implementation Recommendations SG24 7567 for details 20 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 1 5 Service complexity lf granularity is the what the complexity is the how The complexity dimension deals directly with design implementation and tracking issues and is addressed in the step that follows the process of defining granularity We can summarize the service encapsulation process as the attempt to meet the client s needs and at the same time maintain manageable complexity Figure 1 12 lists illustrative questions Granularity the what Complexity the how
146. hat are provided Contact Group ja E AS E E View Related Records for Service Group View Related Records for the Service Group View Related Records for the Service Group and Services Refresh Tickets Work Orders Assets and Locations Asset Types Service Level Agreements Contracts Configuration Item Offerings Service F 23 The following ticket s reference the same Service Group as the current record Click Relate Records to relate the selected tickets to the current record If the base ticket is global e Click Relate Records to Global Issue to relate the selected tickets to the global issue WOs cannot be related as related as global e Click Cancel to return your record will not be saved Figure 3 14 Related records functionality Catalogs This section describes a catalog where the offering is displayed As Service Designer Desi can define multiple catalogs for specific audiences see Table 3 3 on page 109 These catalogs can contain completely different offerings or even variances of the same offering with specific service levels Alternatively Desi can define catalogs for internal users and other catalogs for external users The level of access is determined by the Tivoli Service Request Manager security group object 108 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Table 3 3 Defining a catalog Domain CT a Catalogs main object Catalog1 Security G
147. he edit icon in the port Figure 2 37 Start Center User Contact Analyst Mapping security groups to applications Tivoli Process Automation Engine enables an administrator to specify which applications a security group can access Table 2 2 on page 76 Table 2 3 on page 77 and Table 2 4 on page 78 list the applications each of the previously described security groups has access to and the type of access each group has In the tables the letter R stands for Read means Insert S means Save and D means Delete The list of applications includes only those applications that automatically are enabled during installation Add ons are not included Chapter 2 Introduction IBM Tivoli Service Catalog 75 Table 2 2 Security mappings 1 E ervice Service Service Service User Oper Oper Service anager AN User AA AAA A E a 20000 52000 20000 0000 FE 0 E A _ RR A A ps e e AA AA A STA A _ ee e e e e oN La Lo acl n R o e RRS AA E a a A O O Requisition ir A isc ON a Pa AAA AA ee ee A A RR A AE ee IL L L L al Communication sera MMTMPLT Templates Computers ET ar Expression fascial sal nn eee ae IS SI E aa fc PR ca as sw e gt pp emenycoss forn fA fT CP TC O Self Service User and Service Requestor User are different names for the same security group 76 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Table 2 3 Security mappings 2 Service ia
148. he same Service Fulfillment attributes He does not have to define new attributes through the Select Action menu but only add the ones that he created in the previous section Some of the defined values can be different though The values can be enforced at the offering or on the service fulfillment the offering value overrides the service fulfillment value if both are defined If not enforced the specifications can be defined both by the user or fulfiller 6 Desi selects the Specifications tab gt Attribute mapping and maps the offering and service fulfillment attributes This mapping defines the links between the fields available to users and the fields propagated to the delivery organization 7 Desi selects the Specifications tab gt Presentation and specifies whether the fields must be Mandatory Hidden or Read only If he wants to replicate the scenario he simply leaves the fields blank 8 Desi changes the offering status to Active At this point the Service Designer has to add the offering to a catalog If he does so inside the Catalogs application he can add multiple offerings using the Select Action menu Because Desi is going to add the offering from inside the Offering application he can add only one at a time To add the offering to a catalog Desi completes the following steps 1 Desi selects the Select Action menu inside Offering Application gt Add Offering to Catalog He adds the catalog that was previously cre
149. he service catalog and defining what the service is all about Figure 2 31 shows the Start Center for PMSCSDGN Start Center Bulletins 0 Main Applications Ss Bulletin Board Subject Message ES Companies Inbox Assignments Description Service Fullfilment Definition Supporting Application gt fo No Assignments fou H Qualifications Offerings y Filter gt amp n e Offerings ltem gt Service Fulfillment BUILD EMAIL SERVER S Set Graph Options 3 Catalogs Figure 2 31 Start Center PMSCSDGN Chapter 2 Introduction IBM Tivoli Service Catalog 69 70 gt PMSCSDM security group Service Delivery Manager In the Service Catalog this role is responsible for identifying how a service defined by the Service Designer is fulfilled Figure 2 32 shows the Start Center for PMSCSDM Start Center Main Applications G Work Order Tracking G SS Catalog Orders View Catalog Requests gt Shopping Cart Bulletin Board Bulletins 0 Message O O There are currently ni Inbox Assignments Service Fullfilment Definition Supporting Application Description No Assignments fou A Fulfillment Options Gr Job Plans gt Service Level Agreements Companies Figure 2 32 Start Center PMSCSDM Catalog Orders Waiting Approval Las
150. hown in Figure 4 39 where you can define all possible targets and distribution method for these targets Migration Manager Bulletins 0 gt GoTo lit Reports Start Center 2 Profile BMXAAS3451 Package definition srwf has been activated l LY Find h Select Action MIALL Aln GS Hey List Package Definition Package Definition Structure Distribution Package Messages A Manage Targets Package 23 Define the targets for which the current product environment will act as source Packages can be distributed from source to target in two ways direct to target database or to file If distributing direct to database please provide values for the Database URL User Name Password and Schema fields The Database URL should be in the form of a valid JDBC URL If distributing to file Distribut please provide a value for File Path only 5 load rhb Targets Filis Wa 7 Name aos Database URL or File Path A uu O l Tgeinane oor fiertoaionioga dS mere e Change Date Database URL or Fie Pan cimdeven A User Name Figure 4 39 Possible package definition targets In the example we use the MXTGT target system using a file distribution We store the physical package package file on the local operating system in the directory c mxdevenv Click the OK button to continue 15 Select the distribution target by clicking the New Row button on the Distribution tab see Figure 4 40 Migration Manager TE
151. ice request Figure 1 9 Example of a service Service requests are a form of ongoing support for an established service and an intelligent choice of which types of requests to encapsulate and how they are to be delivered can considerably influence service quality The fact that the response and resolution times of transactions related to a service are among the most common types of SLAs is a clear demonstration of this influence Suppose the client bought the firewall service and numerous other services that provide different transactions Such as port modification that can be ordered by users An answer to the question what can the IT department do for me still remains unanswered Frequently the answer to that question is dispersed among dozens of delivery interfaces applications or subcontracted providers Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog In some cases even the provider does not know all the service requests that are being delivered The latter case can easily lead to a point where it is impossible to control the delivery process of all requests or to understand why users are unsatisfied In addition the users do not know how to find the necessary services or what to expect from poorly defined or encapsulated service requests that are executed in different ways each time The solution is to define a central service request catalog that is visible to the users and contains reusable well
152. ich displays the location where you can start troubleshooting Each message provides information about a specific step in the process for each package including a time stamp for the event 4 5 5 Package deployment In this section we describe the process of deploying the package Complete the following steps to do so 1 Go to your target Tivoli Service Request Manager system and log on From the GoTo menu select System Configuration gt Migration gt Migration Manager 2 Click the Upload Package button as shown in Figure 4 52 Migration Manager Bulletins 1 GoTo lit Reports Start Center 2 Profile Sign Out Help Y Find dh Select Action vl E itt G Ea Package Definition Package Definition Structure Distribution Package Messages Upload Package CTRL ALT U Package Definition Name Source Description Type Status Active 1000 IBMDBO1_oraB_MAXIMO Snapshot of Data Dictionary group SNAPSHOT LOCKED O amp 1001 IBMDBO1_oraB_MAxIMO Change package for Data Dictionary group CHANGE LOCKED Ea a 1002 IBMDBO1_oraB_MAxIMO Change package for Security and Applicat CHANGE LOCKED a amp 1003 IBMDBO1_oraB_MAXIMO Snapshot package for Business Process Ma SNAPSHOT LOCKED B a Select Records Figure 4 52 Upload package Chapter 4 Migration Manager 197 3 In the dialog box that is displayed select the file to upload from the location used to download the package as shown in Figure 4 53 Choose file Look in
153. ide a solution that enables the Service Designer to customize the business process Manage the defined process from start to finish in a supply chain service transaction Deliver the appropriate notification message to the appropriate people at each stage Provide access to the required application and functions at the right time and for the right people To build a workflow for the catalog request Desi completes the following steps 1 As Service Designer Desi selects Workflow Designer which opens a default Canvas and input for a new process He enters a description in the Process Description field To enter additional information he clicks the Long Description button In the Object field Desi enters a value or he clicks the Select Value button The purpose of entering a value is to define which application the process is associated with Because the workflow in this scenario is required to be associated with a catalog request Desi selects the value as PMSCMR Desi designs the process workflow as per requirements The canvas opens displaying default nodes and a start and an end node Desi drags and drops the relevant nodes from the tools on the workflow canvas palette as shown in Figure 3 35 on page 142 Chapter 3 Scenarios 141 Fle Edit View Favorites Tools Help Ow O 220 ea kos O ASQ a LAO Address E http athens itsc austin ibm com maximo ui maximo jsp event render amp targetid wfdesign amp value reren
154. ification connection to the offering catalog definition Status Price and Currency Code You can edit this data in the Offerings application by clicking the icon on the right side of the Offering field see Figure 2 15 v Fing sd ty Select Action Mit oo SE O11 List Offering Specifications Offering PMSC_0001A Build New Standard Server Image E tem Set Service Fulfillment PMSC_ 0001 Fo Status Service Group Price Service Currency Offering Catalog Taxonomy A Keywords Offering Catalog Taxonomy Description Attachments Fulfillment Information Purchase Requisition Approval Workflow AAA A Requisition Processing Description carros T Services Figure 2 15 Offering definition Chapter 2 Introduction IBM Tivoli Service Catalog 53 When you click the Security Groups tab shown in Figure 2 16 you can find information about the connected groups You can add and remove a group to the catalog To create a new group or to edit a group choose Go To gt Security gt Security Groups Catalogs Bulletins 0 GoTo lkt Reports StartCenter 2 Profile Sign Out Help v Fina dh Select Action Dir nr E 1e O18 List Catalog Offerings Security Groups Catalog CATALOGP1 Contains all phase 1 services Group Name Description SRMSELFSERV P PMSCADM fp PMSCOA P PMSCOS 2 PMSCSDGN p PMSCSDM PMSCSEM PMSCSRU PMSCUCA E El Eh E El Eb El ce Eb Add Security Group Figure 2 16 Catalog Sec
155. imple backup performed on a server was sold to the CEO as a solution that implied do not worry all our data is safe Continuing with this example the ClO tells his teams if these backups do not work have to fire all Chapter 1 Introduction to service concepts 21 22 of you Before any one has to be fired a smart Service Designer defines service offerings that support the backup service making it reliable and fulfilling the business need of securing the data Service definition Services must be defined in terms of value Although value cannot be fully translated into numbers defining SLAs is a good practice to set measurable targets for the service The service conditions constraints and SLAs in a service catalog are usually a primary guide to defining the proper offerings that support it These offerings encapsulate tasks providing specific outputs for external or internal users However additional controls and specific processes systems and resources are necessary to fulfilling a service to its full extent The defined service offerings can serve as reusable components to deliver user demands or the offerings can be combined to deliver macro objectives which are not the sole components of a service It is important to ask ourselves to whom are our offerings being provided and what offerings are we providing Offerings are created to facilitate user access to define delivery standards and to track the fulfillment
156. in Figure 3 30 Start Center Bulletins 0 A GoTo lt Reports Start Center 2Profle Sign Out Help U Change Content Layout amp Display Settings Wa Update Start Center My Favorite Applications Message Post Date Expiration Date Viewed o W E Offering Catalog Catalog Requests Ma There are currently no bulletin board messages to view Y View Shopping Carts tal View Shopping Inbox Assignments ill Next Assignment Due 2008 03 05 14 50 39 Refresh Description Due Date tl View Catalog Requests PMSCMR requestor s Manager Approval 2007 11 29 09 59 04 Search F PMSCMR requestor s Manager Approval 2008 03 05 14 50 39 A y 2 Service Request Manager Search My Catalog Requests Filter gt dh 5 Requisition Description Status Requested By Requested For pao __ LL Ll No Data Found Figure 3 30 Catalog request PMSCMR is pending Chapter 3 Scenarios 133 2 Manny opens the catalog request and checks the description He clicks Route Workflow to approve the catalog request see Figure 3 31 View Catalog Requests Bulletins 0 A GoTo lit Reports StartCenter amp Profle Sign Out Help Offering Catalog 2 View Shopping Carts Catalog Request 1117 4 Previous Record Next Record A Search a Print vew Route ado or To lelap JE a ne E Details Sus AR H
157. information Type of fulfillment Common examples for offering creation Procedures for Description Travel procedures accomplishing specific security procedures objectives frequently agreements and contacts demanded by users with third parties Predefined usual Supply chain Usual application or server changes that do not parameter modifications require a Change that are acknowledged not Advisory Board CAB to generate impact and do meeting not modify Cls Conjunct utilization of CCMDB V7 1 IBM Tivoli Service Desk Service Catalog modules If you implement IBM Tivoli Service Request Manager V7 1 Service Catalog and Service Desk modules together with CCMDB V7 1 you can create new types of offerings For example in this scenario the service catalog can consist of a form that provides predefined service requests that must be linked to Cls or even must proceed through incident or problem management paths This synergy creates an environment on which precise planning of tasks labor and related assets can be accomplished and in which a comprehensive view of the provider capability is achieved Limits for service offering granularity Just like services service offerings also have different granularities The service offering granularity determines the degree of what can be encapsulated in a reusable way A service offering can be as simple as the steps for accomplishing an objective or link to a Web page or application Or a service off
158. inition Name srw SR priority workflow only 8 Status Source SS _MXHT_MAXIMO Active Y Tyee SNAPSHOT A Change By Batch Size 100 2 Q Please wait Packages P o Package Download Py eet Create Tue Feb 19 10 47 58 EST 2008 root mbo is COMMTEMPLATE Manifest Status History Diet Tue Feb 19 10 47 58 EST 2008 Writing Mos DMCOMMTEMPLATE MboSet COMMTEMPLATE count 1 ue Feb 19 10 47 58 EST 2008 Writing mbo index 0 to 0 Manifest Tue Feb 19 10 47 58 EST 2008 Extracting records for config object DMWFPROCESS Tue Feb 19 10 47 58 EST 2008 root mbo i 5 Figure 4 44 Package creation in progress Once creation is completed a new package is visible in the Package section as shown in Figure 4 45 Migration Manager Bulletins 0 GoTo lbt Reports StartCenter 2 Profile ___ w ring Select Acton A Ht GO Gt ey List Package Definition Package Definition Structure Distribution Package Messages Package Definition Name SR priorty worktow only status Source ace E Type SNAPSHOT Change By Batch Size 100 Change Date Change Roe JA i eel id j Package File Name Status Status Date e srwfSS_MXHT_MAXIMO_20080219104735 CREATED 2 19 08 10 48 AM w Package Change By Stats Status Date Progress Status Read Me Information and related data File Name Direction Redistribution Source lt PKGDEFNAME gt srw lt SOURCE gt SS_MXHT_MAXIMO lt SOURCE gt lt PACK
159. ins 1 gt GoTo lit Reports Start Center 2 Profile Sign Out 7 Help BMXA460361 Package file srwi_SS_MXHT MAXIMO _20080219104735 zip has been successfully uploaded Fina dh Select Action m e ltt G tit a List Package Definition Package Definition Structure Distribution Package Messages Advanced Search 4 Bookmarks ll Save Query Filter li cies Download Package Definition Name gp O io xn O 4 O N O O IC O Select Records Source IBMDBO1_oraB_MAXIMO IBMDBO1_oraB_MAXIMO IBMDB01 _oraB_MAXIMO IBMDBO1_oraB_MAXIMO Description Type Status Active Snapshot of Data Dictionary group SNAPSHOT LOCKED amp Change package for Data Dictionary group CHANGE LOCKED amp Change package for Security and Applicat CHANGE LOCKED ES a Snapshot package for Business Process Ma SNAPSHOT LOCKED LJ amp Figure 4 54 Package upload successful At this point the package you distributed has been stored in the staging table of the target environment You still need to deploy the package to complete the migration and be able to use the workflow 198 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 5 Click the Deploy Package icon as shown in Figure 4 55 Migration Manager Bulletins 1 GoTo ll Reports A Start Center 2 Profile Sign Out Help Y Find di Select Act
160. ion Dis Package Definition Package Definition Structure Distribution Package Messages Deploy Package CTRL ALT D Advanced Search la Save Query Bookmarks Package Definition Name Source Description Type Status Active 1000 IBMDBO1_oraB_MAXIMO Snapshot of Data Dictionary group SNAPSHOT LOCKED 1001 IBMDBO1_oraB_MAxIMO Change package for Data Dictionary group CHANGE LOCKED 1002 IBMDBO1_oraB_MAxIMO Change package for Security and Applicat CHANGE LOCKED 1003 IBMDBO1_oraB_MAXIMO Snapshot package for Business Process Ma SNAPSHOT LOCKED Select Records Figure 4 55 Deploy package The Deploy Package dialog box is displayed see Figure 4 56 This dialog box lists all the packages available for deployment You can select the package which in this example is srwf_SS_MXHT_MAXIMO_20080219104735 Migration Manager Bulletins 1 GoTo Wit Reports Start Center 2 Profile Sign Out 7 Help Find dh Select Action iv e tt G a tds Package Definition Package Definition Structure Distribution Package Messages d Advanced Search el Save Query Bookmarks A Deploy Package Package Definitions 0 o o 7 o nloa Package Definition Name Source Status Active 1000 IBMDB01_oraB_MAXIMO 23 Please select a single package for deployment from the available SHOT LOCKED O SS 1001 IBMDBO1_oraB_MAXIMO packages GE LOCKED E amp 1002 IBMDBO1_oraB_MAXxIMO GE L
161. ion IBM Tivoli Service Catalog on page 35 is part of IBM Tivoli Service Request Manager V7 1 and provides functionalities mainly related to ITIL Service Catalog Management Service Level Management and Request Fulfillment processes However the ITIL processes and the Service Catalog tool represent different entities and in this book the processes and the tool are differentiated by the spelling of the word catalog using catalog whenever the reference is to the process and its related objects and using catalogue whenever the reference is to the tool Defining this difference is significant because the Service Catalog is a framework for implementing processes and workflows that are described by the ITIL books However installing the Service Catalog does not mean ITIL processes are in place ITIL is a set of best practices that must be implemented at different levels from operational processes and managing to tools that can support the defined processes In this chapter we discuss best practices that are not executed in the tool such as portfolio definitions We recommend these best practices to better explore the Service Catalog functionalities as a service management instrument 1 3 Service management Services as value driven entities must be managed to ensure the fulfillment of client requirements The set of organizational capabilities used to provide value to clients in the form of services is called service management Service man
162. ion Job Plan EAGLENA Promised Lead Time Days PMSC_O00054 0 Reports The Service Catalog application provides a number of reports that you can access by selecting Reports gt Service Request Manager Catalog The report categories are shown in Figure 2 41 gt D Change Contenti Layout amp amp Display Settings a Create H al Assets plat insert yeu MEEN change Subject Message Contracts gt Ex Bee Sb infrastructure TL A New User Y inventory i There are currently no bulletin board mes Planning b ice Invent rT l e Preventive Maintenance gt ws Inbox A Purchasing b a gt Fulfillment Options gu Release b Ag AA Description Due Date gt w Security gt gt Catalogs No Assignments found for SC Administrato YY Self Service e sl Service Desk gt EN SS service Fulfilment Service Level y si P is oi oe Service Order Management Catalog Orders i b E y _ gt S Offerings Service Inventory Catalog Purchase Requisition i ORNs Regie O A SAYS OLD ES TQ Task Management b O Work Orders gt Figure 2 41 Accessing reports 82 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Figure 2 42 shows an example report Reporting Page jot 14 4 gt Ph dad A a Offerings List Service Offerin gs Wi active 100 Offering Description Status ARPA TA RETRIAL LS AAA EE A rd ne ces ll P Aer RA AS A A AN A
163. irm a backup has been created If you choose to continue a log statement records the answer Note To preserve the integrity of structural changes only one package can be deployed at a time The Migration Manager has a robust exception handling mechanism Error messages are organized and displayed on the Message tab where errors are persisted and grouped by package You can view errors in the Migration Manager application at any time on the Message tab To support error handling error levels are specified for each error registered by the Migration Manager This way you can create escalations to send notifications based on error levels and error codes This functionality enables you to schedule unattended migrations 4 5 Using the Migration Manager In this section we describe a scenario using the Migration Manager In our scenario we describe how you can create a new workflow process definition along with related objects such as roles actions and notifications on a source environment and migrate the workflow and related objects to a target environment Chapter 4 Migration Manager 171 We also discuss how you can create and change a new workflow process package definition on the source environment how you handle the process of distribution and how you deploy and validate content on the target environment To simplify our scenario we duplicate and change an existing migration group so it migrates only the specific objects w
164. ironment version information gt Types of content in package and record count for each deployment object gt Readme information entered in source environment by administrator The Readme information aids decision making and influences the controlling deployment process in the target environment 4 4 3 Package distribution 168 Distribution of the packages is performed through the Migration Manager application Package distribution to target environments is also a user driven task You can distribute your packages to the following sources gt Tivoli Service Request Manager source database gt Tivoli Service Request Manager remote database representing your target environment gt File A Migration Manager generated file must be copied to a designated folder accessible from your source and target server You then can export packages from your source environment and import these packages into your target environment Figure 4 15 on page 169 provides an example infrastructure that might be used by the Migration Manager Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Production Produ so Server 2 Server 3 PROD DB PROD DB PROD DB Production Server 1 A al eE Development Test Server Server DEV DB TEST DB 3 Figure 4 15 Example infrastructure Once a package is approved you can redistribute the master or golden package to your target production environment A typical r
165. is value can be defined at different levels from a technical orientation to more business oriented deliverables One possible design is to define both business and technical catalogs see 1 4 Service granularity on page 17 for details These service packages generally support one or more types of transactions such as incidents and service requests and can also define multiple classes of services at different service levels Figure 1 9 on page 16 shows an example of a service with basic attributes Possible subsets of the attributes of a service are Chapter 1 Introduction to service concepts 15 16 the types of service requests and the response and resolution times However notice in Figure 1 9 that the firewall service itself is described as the provision of protection not the provision of a port modification or a report which are service requests not the delivered service FIREWALL SERVICE Description Provision of protection against external and internal access to sensitive applications and data through the installation support and maintenace of firewall components and software Options The service can include internal external or both types of protection Service Levels Class Hours of Support Response E 24X7 5min o Class Service Delivery time offerings Port modification Network component security report Fil lieeremedtitication Charge Monthly fixed charge and transaction charge per serv
166. istory Log g Complete Workflow Assignment pping Information ae Drop Point e Catalog Request Line Items Ay Person Transaction Date Line 1 No rows to display Quantity Required Date 1 00 oka tocan caca Figure 3 31 Scenario 2 route workflow 134 Once the catalog request is approved the system automatically creates a purchase requisition The purchase requisition is automatically approved and subsequently the catalog order is created Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 3 At this point the catalog order must be approved by the Operations Analyst Oscar He logs onto the IBM Tivoli Service Request Manager application and from his Start Center he opens the assigned catalog order request Figure 3 32 shows the assignment Start Center Bulletins 0 GoTo lit Reports StartCenter amp Profle Sign Out Help Message Post Date Expiration Date Viewed __ A E There are currently no bulletin board messages to view Inbox Assiar nments Fd it mi H Next Assignment Due 2008 03 04 11 39 11 Refresh Description DUEDATE Ln catalog manager approval 2008 03 04 11 39 11 H Qualifications ae 1to1 of1 Offerings O service Fulfilment tem Status a E Catalogs PENDING PMSC_0024A Standard Model Laptop PENDING Set Graph Options Figure 3 32 Catalog order assignment
167. istribution or the shared file system if you choose file distribution gt Proper security settings When you migrate data from the source environment to the target environment you must enable the proper security settings You need access to the applications described in 4 3 2 Components on page 157 Chapter 4 Migration Manager 161 gt Migration Manager must be enabled installed configured and so on The Object Structures application is enabled in Tivoli Service Request Manager by default only You must ensure the Migration Groups and Migration Manager applications are also enabled see the following text The following new deployment objects are expected to be available with Service Catalog support gt Service Catalog deployment groups Services Catalogs gt Service Catalog deployment objects Service definition Service Catalog Service offering Capability gt Service Catalog object structure Service definition Service Catalog Service offering Capability INVVENDOR Item gt Dependent object structures Classification Jobplans Integration modules OMPs We predict that Migration Manager may used for Service Catalog purposes in the following two ways gt IBM Service Content Development Teams can deliver additional service definitions and taxonomy using the IBM Tivoli Open Process Automation Library OPAL You can migrate these service definitions to your environme
168. ize bundled software e If desk side support is required schedule with user a delivery time and time for assisting user Manual task desk side support Note If desk side support is not required deliver the mobile computer directly to the user gt Approval flow for the workflow design Approval flow for the workflow design is shown in Figure 3 34 on page 138 Chapter 3 Scenarios 137 Send a Rejection Cart Order for a new Notification Mail Laptop Obtain Supervisor s Service Manager s Approval co Assign a Work Order Fulfill the Task Close the WO Send Closure Notification Figure 3 34 Approval flow Developing services The Service Designer documents the following information to define the necessary attributes gt gt Information about the user such as name location and department Mobile computer model memory size disk size and requested special features Networking characteristics such as LAN wireless fixed IP address DHCP Operating system and prepackaged bundle of software to be installed Possible requirements for desk side support for customization 138 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Based on the preceding specifications from the client the following offerings can be created gt Offering1 Definition Deliver a standard model of mobile computer to the employees who work in the engineering department Predefined information
169. jects Table 3 6 Triggering actions on the main objects of the service offering flux Method for automatically Applicable to all objects or triggering action to specific instances Catalog request Create workflow using All objects PMSCMR Workflow Designer and link it to PMSCMR object Purchase Process offering requisition Offering instance overriding requisition organization level PRSCPR configuration Create workflow using All objects under particular Workflow Designer and link it organization to Organization attributes Create workflow using Offering instance overriding Workflow Designer and link it organization level to offering attributes configuration Select Approved Catalog PRs All objects under particular at organization level organization Create workflow using All objects overriding Workflow Designer and link it organization level to PRSCPR object configuration Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Method for automatically Applicable to all objects or triggering action to specific instances Catalog order Process offering requisition Offering instance overriding PMSCSO organization level configuration Create workflow using All objects under particular Workflow Designer and link it ORGANIZATION to organization attributes Create workflow using Service Fulfillment instance Workflow Designer and link it overriding organization level to Service
170. k the delivery cycle and make the necessary adjustments Axel is a Service Execution Manager who wants to ensure his employees are doing their jobs He signs onto the system and verifies the service offering reports each day Axel completes the following steps to verify the service offering requests 1 As the Service Execution Manager Axel logs on 2 He chooses Reports gt Service Request Manager Catalog gt Service Order Management gt Catalog Orders to access the Reports window shown in Figure 3 10 on page 102 The window lists predefined reports Keeping track of service delivery We recommend keeping track of both work orders and catalog orders Tracking work orders shows whether the delivery team is executing the tasks and tracking the catalog orders shows whether the Operations Analyst has verified the work orders and has closed the related catalog orders This tracking is specially useful when no workflow automatically closes the work orders when they are completed When the work orders are completed and the catalog orders are not closed the user has no feedback that completion has occurred which can lead to service dissatisfaction Alternatively when the Operations Analyst simply closes the catalog order or a workflow for example without checking the work performed a poorly executed work order can result which also leads to service dissatisfaction The maturity of the delivery organization must be evaluated to define the le
171. kages created as you Can see in Figure 4 51 on page 197 196 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Migration Manager Bulletins 0 gt GoTo lit Reports Start Center 2 Profile Sign Out Help vrm SetectActon v d 2A D1 C31 a ey List Package Definition Package Definition Structure Distribution Package Messages Package Definition Name srwf SR priority workflow only E Status APPR Source 55_MXHT_MAXIMO Active Type SNAPSHOT P Change By WILSON Batch Size 1002 Change Date 2 19 08 10 39AM Change Role A Message Filter Options EE Message Filter Options By Package Definition By Package Filter Package e Package Message Message Type Change Date gt srwf_SS_MXHT_MAXIMO_20080219104735 Successfully created CFGDATA for the pac INFO 2 19 08 10 48 AM gt srwf_SS_MXHT_MAXIMO_20080219104735 Successfully created PKGMETADATA for the INFO 2 19 08 10 48 AM gt srwf_SS_MXHT_MAXIMO_20080219104735 Successfully created MANIFEST for Sha INFO 2 19 08 10 48 AM gt srwf_SS_MXHT_MAXIMO_20080219104735 Package srwf_SS_MXHT_MAXIMO_200802191047 INFO 2 19 08 10 48 AM gt srwfSS_MXHT_MAXIMO_20080219104735 Consolidated package file srwf_SS_MXHT_M INFO 2 19 08 10 49 AM Figure 4 51 Package messages If you experience any problems during package creation or package distribution consult the window shown in Figure 4 51 wh
172. kflow to the offering gt Service Level Agreement Connects to an SLA which you can define by choosing Go To gt Service Level gt Service Level Agreements In the Offerings area information about the related offering is provided We describe fulfillment options in 2 4 3 Order fulfillment on page 63 56 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog The fields on the Specifications tab apply to the selected service fulfillment see Figure 2 19 Service Fulfillment Bulletins 0 GoTo lbt Reports StartCenter 2 Profile Sign Out Help ind Yh Select Action wit aliado as List Service Fulfillment Specifications Service Fulfillment information Service Fulfillment pysc_o001 Build New Standard Server Image E Classification SRVSMGMT SRVMGMT 4 Classification Description Server Systems Management Server Manage Attribute Description Data Type Alphanumeric Value Numeric Value Unit of Measure No rows to display Figure 2 19 Service Fulfillment Specifications tab The following fields are displayed in the Service Fulfillment Information area on the Specifications tab gt Service Fulfillment gt Classification gt Classification Description The following columns are displayed in the Specifications area on the Specifications tab Attribute Description Data Type Alphanumeric Values Numeric Value Unit of Measure YYYY YV Y Chapter 2 Introduction IBM
173. lementing IBM Tivoli Service Request Manager V7 1 Service Catalog 7 Build installation and verification a Install custom code and build verification test b Build translation files 8 Generate build log and build verification report and send to an integrator The integrator ensures the custom code is integrated and tested with the latest available sources 9 Package successful build into a PMP 10 Download PMP package to a test environment for user acceptance testing 11 Install PMP package 12 Test PMP package Migration Manager also relies on this process but it has no direct link to a version control system It provides the tools to export and import database entries from any Tivoli Service Request Manager environment Important At the time of writing the Migration Manager functionality was not available for the IBM Tivoli Service Request Manager Service Catalog product specifically for migrating service and catalog definitions However this functionality is expected to be available in Tivoli Service Request Manager Service Catalog In this section we provide an example of migrating a workflow process definition along with related objects such as roles actions and notifications from a source environment to a target environment The mechanism for migrating the service and catalog definitions are very similar 4 3 Migration Manager and the development life cycle In IBM Tivoli Maximo V6 2 it was rather difficult to
174. lications Integration Framework Deployment Manager You can identify the integrated application in the Consumed By field which contains MIGRATIONMGR to indicate integration with the Migration Manager application or INTEGRATION to indicate integration with the integration application Out of the box MIGRATIONMGR records start with DM data migration in the object structure name while INTEGRATION records start with MX in the object structure name Migration Groups The Migration Groups application enables you to group objects you want to export and to create dependencies between migration groups Figure 4 7 on page 160 shows an example migration group containing multiple migration objects and dependencies with other migration groups Chapter 4 Migration Manager 159 Migraton Groups iota GoTo Un Repos Sten garise 2 profe all ml ol a A Fine fs Erect Action dd 21 gt Higratea Etapa Migratos Grau Structure 3 wga Gua am uses Process Management O Change Sy isO E A migratl on group Migration Grap Order El chenge Dale afo6io7 1234 PM kemar F contains one or more migration mi objects peen a action migration abject for Migrasen Manager Laj E l b ODWROLE a Finis migration pije tor Migration Menaper 2 da rT Ro DUCOULTEMA A Gomera han tempts marat n ghis Por ble 3 T i po DMESCALATO A Eacalalis migraton chject for Migraten Maney 4 Aa br HAMRE a Were procesa detain miral
175. licking the text icon next to Password Reset of the fulfillment 6 Desi selects Action Service as the Fulfillment Type Note The Service Designer can also choose Descriptive or Supply Chain for the Fulfillment Type field Descriptive is used for informative services This service fulfillment type stores information documents procedures and general guidance about how to execute certain tasks 7 He selects Launch in Context as the Action Type 8 Then Desi selects RESETPWD as the Launch in Context Note Action Type can be based on an Activity Workflow or a context If the Action Type is based on a workflow the workflow must be designed using Workflow Designer If the Action Type redirects the action to a Web link set the Action Type as Launch in Context Launch in Context is used only for Web links To run external programs you must use workflows In this scenario Desi wants to redirect the service to a different Web page in order to fulfill the service Thus he has created a Launch in Context Action Type and specified the target URL where the requester can access the service 122 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Desi created Launch in Context by selecting Go To gt System Configuration gt Platform Configuration gt Launch in Context He has created a Launch in Context as RESETPWD and in the Launch entry he specified a Console URL where the user can reset a password when needed The Con
176. log You can use the Service Level Agreements application to define and document agreements between the service provider and the client that is documenting the agreed upon service levels for the provided services Information included on an SLA record includes the type of commitment how the commitment is measured and what escalations are in place to help the service organization meet the commitments You can define escalations on an SLA or use the Administrative Escalations application to define escalation criteria and the actions and notifications that occur when a record reaches or exceeds the criteria set on the escalation You can also create key performance indicator KPI reports for SLAs or apply KPIs that you created in the KPI Manager application Service Catalog application The Service Catalog application is used to create a high level definition of the categories of services that a company provides or procures Service groups and services can be used to categorize services associated with assets asset types contracts locations SLAs tickets work orders among other objects Note You can create view modify or delete service type commodities only in the Service Catalog application Using the Service Catalog application click the application link on the Start Center or select Service Management gt Service Catalog from the Go To menu The Service Catalog application contains the following tabs gt List On the Lis
177. low Catalog Furchase Requisition The object generated by an offering in a catalog request used to evaluate to whom and under what conditions the service should be provided Chapter 2 Introduction IBM Tivoli Service Catalog had i Catalog Order The object generated by a catalog purchase used to evaluate the delivery method based on Monitor Deliver Otferme Improve Work Order Service Request Process Objects The catalog order can generate work for the fulfillment groups or service requests that can be fulfilled It can also generate other process objects like CCMDB changes and releases and Service Desk incidents problems and service requests 47 ITIL defines roles for service ordering management and fulfillment Figure 2 7 shows how these roles map to the Service Catalog applications Service Designer Service Delivery Manager Define Services Determines delivery plan Define Offerings and Catalogs Determines providers Searches for services Submit requests Monitor status IT Operations Analyst IT Operations Specialist Complete order planning Performs work items Work schedule assignment Figure 2 7 Main roles activities and tools 48 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Figure 2 8 lists the tools and functions that are used in each phase of the service Service Request Manager Service Catalog Shopping Uls
178. m 38 Service Designer 69 140 catalog definition 109 design scenario mobile computer 137 150 firewall change request design 106 120 order fulfillment 63 process workflows defining 141 responsibilities 28 service offerings list of 28 Start Center 69 Service Desk 38 service elements 38 Service Execution Manager 71 101 service fulfillment 39 43 63 140 accessing external sources scenario 121 adding files to 56 attributes 113 defining 54 57 firewall change request design 110 113 object 110 planning 39 42 specifications 112 Specifications tab 57 type 122 value 118 service fulfillment attributes 118 Service Fulfillment component 39 42 Service Fulfillment dialog 82 Service Fulfillment module 81 service fulfillment object linking offerings and fulfill ment options 111 service fulfillment options 124 Service Fulfillment Planning component 39 Service Fulfillment tab 55 Service Fulfillment window 55 123 service granularity 17 21 service groups 140 Default Job Plan field 56 firewall change request design 106 Operations Analyst 72 Operations Specialist 73 Service Requisition User 74 Service Groups window 107 Service Inventory Service Request Manager Cata log menu 49 service level 39 Service Level Administrator role 69 Service Level Agreement field 56 Service Level Agreements application 81 service level agreements See SLAs Service Level Management See SLM 212 Implementing IBM Tivoli Service Request Manager V7 1 Service
179. me ESAS Employee Contractor Number ee aa a sn Requestor Telephone Number AAA Requestor Lotus Notes lD email address fo O OE Add to Favorites Add To Cart Figure 2 5 Example form for requesting a Lotus Notes Account Service 2 4 Service Catalog life cycle The high level Service Catalog life cycle provides the following functions 1 Defining and publishing services using the Service Creation and Publishing tools Shopping and requesting services using the Shopping Experience Fulfillment of service requests by optionally leveraging the supply chain applications of the Service Order Management component 46 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog The IBM Tivoli Service Request Manager Service Catalog is comprised of the following three major parts gt Service Ordering The user shopping experience gt Service Order Management The supply chain that is further broken down into the service fulfillment and monitoring aspects of providing a service gt Service Creation and Publishing The application tool that designers use to create services Figure 2 6 shows basic objects shopping cart purchase requisition catalog order and work order that are used by the Service Catalog module when an offering is ordered managed and fulfilled Shopping Cart The object that consolidates all requested offerings while customer is shopping Figure 2 6 Service Catalog f
180. n 4 In the Schedule field Adam sets the frequency at which he wants to run the cron task for example five minutes 92 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Self Service User role perspective The following steps demonstrate requesting an offering from the Self Service User role perspective 1 Sarah signs on as the Self Service User 2 On the left menu of the Start Center she clicks Service Request Manager Search Figure 3 1 shows the window that is displayed Welcome Sarah SRM Self Service User Bulletins 2 GoTo llt Reports Start Center 2 Profile U amp Change Content Layout amp Display Settings Wa Update Start Center A Favorite Applications _ Sm a Subject Message Post Date Expiration Date Viewed ot E E ETE OE DQ o gt BMXAA4036E All users will be l0g0 gMXAA4037E Please save your work and s 2008 08 22 05 10 592009 08 22 05 11 00N 5 Create Service Request _ Requisition Description Status Requested B Requested For Service Desk Lom de gt 1031 Manager App Firewall Change Requests Offering APPR SRMSELFSERVICEUSR SRMSELFSERVICEUSR Sy View Service Requests tm PPA moea Pee ae 1041 Minor Facility Request APPR SRMSELFSERVICEUSR SRMSELFSERVICEUSR P 1056 Manager App Firewall Change Requests Offering APPR SRMSELFSERVICEUSR SRMSELFSERVICEUSR Ar Create Service Request 1060 A
181. n He has more than 15 years of experience in teaching and implementing systems management networking hardware and distributed platform software He has worked on various IBM Tivoli customer projects as a systems architect and consultant Vasfi is also a Certified Tivoli Consultant Bruno Caiado Paranhos Carneiro is a Process Architect for IBM Global Technology Services His areas of specialization include service level management service evaluation frameworks and IT governance He currently develops governance mechanisms to ensure the delivery of valuable and standardized IT services to worldwide customers Copyright IBM Corp 2008 All rights reserved vii Dietmar Herrmann is a Project Manager at IBM IT Delivery in Germany He holds a degree in computer science and has 15 years of experience in IT focusing on server hosting data center organization project implementation process development and account transitions He is an ITIL Certified Service Manager and a Project Management Professional and Trainer for the ITIL Foundation in Germany Currently he is involved in the implementation of IBM Tivoli Maximo in IBM IT Delivery Germany Satya N Misra is working with IBM as Availability and Capacity Manager in the Service Management group for IBM India He holds a master s degree in computer science and has 8 years of experience in IT support and delivery He has expertise in IT service management using standards such as ITIL ISO 20
182. n da Order Unit EACH Tax Asset Ja issue nt Loaded Cost as i Conversion Factor 1 0 GL Debt Account unt Price 296 00 Une Price 296 00 Related Records Details Catalog Request A Firewall Change Requests E Catalog Request Line Entered By PMSCADMUSR Catalog Order 1048 Firewall Change Requests ja Entered Date F Service Request Ja JE Requested By PMSCADMUSR Work Order Ja 18 Required Date J Common Request A n E Vendor Date po a Figure 3 7 Purchase requisition details The approved purchase requisition generates a catalog order which generates work orders for the order fulfillers or initiates a change request if this path is included in the fulfillment options 4 On the Start Center Oscar checks for Catalog Orders Waiting for Approval He clicks the catalog order and checks the Catalog Order Line 98 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 5 He approves the catalog order by clicking the Change Status button This action generates a work order according to the Fulfillment Option defined in the External Receipts section See Figure 3 8 Catalog Orders Bulletins 4 GoTo lit Reports StartCenter 2 Profile Sign Out 7 Help in hy Select Action CIEMAT Catalog Orders Catalog Order Line Ship To Bill To Terms and Conditions Log Specifications Catalog Order Firewall Change Requests El Site Status Line Item Quantity and Costs Requ
183. n Out 7 Help ig anag v Fina dh Select Action wo 21 e O11 GS Ht we List Package Definition Package Defi EN they Bort ges TAN Package Definition Name srwf J SR p Source SS_MXHT_MAXIMO Type SNAPSHOT gt 3 Please specify information regarding this package that will help administrators Batch Size 100 process this package in a target environment Read Me Information SRwF and related data Change Role 4 Create Manifest Status History Distribution Manifest Figure 4 43 Package creation information This information becomes part of the package manifest and is migrated Therefore it can be used by a Deployment Manager to identify useful information about the package before actually deploying the package You also have the option to select compiled sources content outside of the database which usually is a ZIP file containing the code and other files in this step which we skip in this example 3 Click the Continue button in the dialog box to start package creation A dialog box is displayed presenting the creation progress as seen in Figure 4 44 on page 191 190 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Migration Manager Bulletins 0 lA Start Center 2 Profile a Find dh Select Action Y d214 d H OG tt we List Package Definition Package Definition Structure Distribution Package Messages Package Def
184. nagement Service Inventory F Service Fulfillment Offerings Fulfillment Options Figure 2 9 Menu navigation Catalog definition Figure 2 10 shows the Catalog window Catalogs C e Aiea vif oi 21 G List Catalog gt Offeringa gt Security Groupa dh Advanced Search dl Save Query 4 Bookmarks Catalogs Eh o Catalog Description To find records use the filter fields abowe and then For more search options use the Advanced Searc Figure 2 10 Catalog window 50 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog The following four tabs are in the Catalog window List Catalog Offerings Security Groups v vy y The List tab lists the existing catalogs see Figure 2 11 Catalogs COO e VERE dot List Catalog Offerings Security Groups dh Advanced Search dl Save Query 4 Bookmarks Catalogs de 3 Catalog Description CATALOGPI Contains all phase 1 services REDBOOK1 Redbook Testcatalog O Select Records Figure 2 11 Catalog list The Catalog tab displays information about the chosen catalog as shown in Figure 2 12 Catalogs Bulletins 0 GoTo lbr Reports Start Center 2 Profile Sign Out Tels Aben vif 21 o a List Catalog Offerings Security Groups og Information CATALOGP1 A El Status a 3 Offering Catalog Banner ul Figure 2 12 Catalog attributes Chapter 2 Introduction IBM Tivoli Servic
185. nager Catalog gt Offering Catalog to access the same catalog and search for the offering using the taxonomy on the left menu Sarah can click the List tab to check for additional catalogs such as the Human Resources Offering Catalog On the Offerings tab she can search for offerings using the Search field or she can click the View All Offerings link next to the search icon to access the entire list Offering Catalog Find what you need Ty catas caTaLoc Items in Car BY ViewCart ViewAllc Composite Services Distributed Client Services Data Network Services Operations Enterprise Security Management LJ Fixed Cost Service Requests Server Systems Management 0 E Description Firewall Change Requests Manager App Firewall Change Requests Of ly Figure 3 3 Offering Catalog window 4 Sarah then clicks Firewall Change Requests 94 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Note If this kind of offering is not configured in your system you can still test the search using other keywords 5 She then clicks the Firewall Change Requests offering to access the form shown in Figure 3 4 As the requester Sarah must fill in a number of fields She fills in these fields according to the specifications of the offering and service fulfillment At this point Sarah can add the offering to the Favorites list or add it to the cart Note The specifications can
186. ne notification and two roles to migrate and are not interested in any dependant objects and escalations 7 Remove the DMESCALATION migration object from the Migration Object list by clicking the recycle bin icon to the right of the record Remove all Dependency records by clicking the recycle bin icon to the right of each record 178 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 8 Save the new MYBPM Migration Group by clicking the Save icon the disk icon in the toolbar At this point the MYBPM migration group looks like the group shown in Figure 4 26 Migration Groups Bulletins 0 GoTo lit Reports Start Center 2 Profile BMXAASZ05E Record has been saved eine jah eect TEA m DA Migration Grou Migration Group Structure Migration Group MYBPM Workflow and related data only Migration Group Order E Internal Migration Objects for BPM Migration Object A DMROLE A DMCOMMTEMPL 4 DMWFPROCES AA DMINBOUNDCO A Vivi iv i Description Role migration object for Migration Manager Communication template migration object for Mi Workflow process definition migration object fc E mail listener definition migration object for Mig Change By Change Date 2 19 08 10 35 AM ce abe Migration Object Order Internal 2 O 2 E 3 O 5 m 6 O l Description Figure 4 26 MYBPM migration group You are rea
187. ner button or uses the Select Action menu see Figure 3 9 on page 100 He looks for PMSC and selects the Operations Specialist to execute the work order Oscar can check team availability using the Assignment Manager by selecting Start Center gt Work Orders gt Assignment Manager apply SLAs and define schedules and dates for completion 8 Oscar approves the work order by clicking Change Status Chapter 3 Scenarios 99 Work Order Tracking Web Replay Bulletins 3 GoTo lt Reports Start Center 2 Profile Sign Out Help iy ing eh Via i ait aina gae A List Work Order Plans Related R CS Log Failure Resestios Stop Workflow eee eee View Workflow History Work Order Firewall Change R Status WAPPR Parent WO ee A View Workflow Assignments View Workflow Map Children of Work Order 1151 Us A Workflow Help DOWTICEO Tasks for Work Order 1151 z Sel Change Status ce Sequence Task Summary Apply SLAs Owner Group gt Review Request View SLAs gt 20 20 Open Change Select Deselect SLAs gt 30 30 Implement Create gt gt 40 40 Notify Requester to Test View _ A gt 50 50 Receive Test Result Notific Create Job Plan from Work Plan gt 60 60 Close Change Remove Work Plan Select Safety Hazards Remove Safety Plan Labor Materials Services Too Apply Route Lat gt A REDNI HSN gs re n TA Task Craft Skill Level ON Labor Regular Hours Rate Line Cost Manage Downtime History to display Assign to New Pa
188. nt using the Migration Manager gt You can export your entire catalog of services or a group of selected services from development to test and then from test to the production environment 162 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 4 4 Migration Manager process The Migration Manager process consists of four steps each of which is described later in this chapter These steps ensure that the data to be migrated is consistent and reusable in other Tivoli Service Request Manager environments The Migration Manager process consists of the following four steps 1 Package definition 2 Package creation 3 Package distribution 4 Package deployment Figure 4 9 depicts these steps and the instance that handles each step istribut Source SRM instance Target SRM instance Figure 4 9 Migration steps Each of these steps defines what occurs with the package in that step Figure 4 10 represents the packages with physical data and depicts the process as though actual content is used in the migration steps m pp O APOO Physical packages are created Y f Package definition Distribute one physical Deploy physical is areusable based on definition enable you package to multiple package into template for your to collect different data sets of targets in different ways target data is content the same type of data over time imported AS O S A f E J File Distribution Ca
189. objects have a parent child relationship you can find in the Object Order and Object Location Path columns Because we use an out of the box object structure for the workflow the User Defined field for each source object is not selected and is read only This example includes all workflow related source objects and specifies an inbound Processing class psdi dm procclass DMWFProcess This processing class ensures the imported objects are processed through the appropriate business logic in case you deploy these objects Leave the object structure as it is and move onto the next step From the GoTo menu select System Configuration gt Migration gt Migration Groups as shown in Figure 4 23 CK RbRIDOSREOCEHEK DBE P GoTo lit Reports StartCenter 2 Profile Sign Out 7 Help ES Administration gt Assets b Change Contracts b Financial o l IT infrastructure gt User Defined Integration gt Configurable y Inventory gt Alias Conflict Planning b oe Maintenance P e tad f A diihi i Object Order User Defined Release gt 1 J 3 Security gt 1 ai Self Service b El Be El 3 Service Desk b 4 O 3 Service Level b 2 C a System Configuration h Platform Configuration SSS Task Management h Migration h Migration Manager Work Orders b Migration Groups Obfi A Structures Figure 4 23 Migration menu Migration Groups Implementing IBM Tivoli Service Request Manager V7 1
190. ole es gt Fi te Facog 23 Select one or more target s from among the available targets to distribute aber v srwfSS_MXHT_MAXIMO_20080219104735 the chosen package 2 19 08 10 48 AM T Package srwf_SS_MXHT_MAXIM y Status CREATED TargetName Description Type Database URL or File Path MXTGT Workfstation target FILE c mxdeveny Progress Status CREATED File Name Direction OUTBOUND ox Redistribution Source Status History Distribution Tracking Manifest COMPONENT NAME Base Services VERSION Base Services 7 1 SmodlevelS SpatchS Build 116 DB Build W7110 495 gt lt COMPONENTVERSION gt lt PACKAGEHEADER gt lt PACKAGECONTENT gt lt DDMETADATA gt lt PKGMETADATA gt Figure 4 47 Package distribution targets A During package definition you created one possible target exporting the package as a file to a directory on the source application server You can select from more targets each of a different type and with a different export location However in this example you need only the MXTGT target 194 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 3 Click the OK button to continue In Figure 4 48 the dialog box shows distribution progress Migration Manager Bulletns9 0 A GoTo lit Reports StartCenter 2 Profile Sign Out 7 Help v Find dh Select A
191. oli Service Request Manager V7 1 Service Catalog Table 1 1 lists the types of offering fulfillment that you can create in the Service Catalog module and Table 1 2 lists examples of sources for the creation of offerings Table 1 1 Service fulfillment types Types of service Concept Example fulfillment Description Necessary steps to Security procedures or accomplish an objective or instructions the conditions in which an offering is provided Action Link to a self service page Password reset or change or application application Supply chain Tasks to be assigned to Install server specific people or groups of people Table 1 2 Sources and examples of service offerings Sources of information Type of fulfillment Common examples for offering creation Project tasks or groups of Supply chain Backup creation server tasks depends on the installation defined granularity Operational level All types Job batch running code agreements transport to production Common internal service All types Access to team database requests Common service requests All types Account creation provided to users application installation password reset on demand reports Service catalog and SLAs All types Backup restore port modification Common tasks that are Action Travel expenses fulfilled using specific reimbursement applications or Web pages vacation request Chapter 1 Introduction to service concepts 23 24 Sources of
192. omplished in order to fulfill a service requisition and then oversees the execution of those tasks The out of the box version of the Service Catalog product includes an instance of each of these four supply chain components At any point in the flow of the supply chain components generating notifications of changes in key service fulfillment states must be possible and all other components must be able to interpret these notifications The notifications are generated by e mail messages using the e mail listeners provided in the Tivoli process automation engine platform The implementation in Tivoli Service Request Manager Service Catalog regards the Service Operation part the ITIL Service Management phase and is explained in the request fulfillment workflow see Figure 2 2 on page 44 42 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Tivoli process automation engine The Tivoli process automation engine which was formerly called base services or the Tivoli process automation is a set of solutions from IBM The solutions leverage a common process automation platform and combine asset management and service management in one environment with a federated configuration management system for data integration Refer to Deployment Guide Series IBM Tivoli CCMDB Overview and Deployment Planning SG24 7565 for detailed information about the Tivoli Process Automation Engine The two main areas of the Service Catalog archite
193. omponents within the supply chain gt Service Shopping environment This component enables a user to locate and order a service item specifying all required input arguments for the service requisition The component handles tasks such as user entitlement and service requisition approval processing The output of a service requisition is in the form of a material requisition MR MBO The requisition includes a reference to a Service Definition ID in a format that all the other supply chain components can recognize gt Service Order Planning component service requisition management This component accepts a service requisition in the form of an IBM Service Management ISM material requisition and then transforms that requisition into a set of related service orders in the form of catalog orders The Service Order Planning component also accepts a service requisition in the form of a material requisition and then transforms that requisition into a set of related service orders in the form of catalog orders gt Service Fulfillment Planning component service order management Service Fulfillment Planning accepts a set of related catalog orders and then generates a single possibly hierarchical work order that can be used to accomplish the Basic Service steps necessary to fulfill the service requisition gt Service Fulfillment component The Service Fulfillment component accepts a work order that defines all the tasks that must be acc
194. on 118 offering catalog 43 81 Offering Catalog application 129 offering definition 137 offering status 118 offering taxonomy 94 offerings firewall change request design 113 118 Operations Analyst 97 Operations Specialist 100 Start Center 73 order fulfillment 63 P package creation Migration Manager 189 192 package definition Migration Manager 164 175 188 package deployment Migration Manager 171 197 205 package distribution Migration Manager 168 170 193 197 PMPs Process Manager Programs 40 policy modification 28 portfolio management service groups and 106 Positive Connection line 145 process integration 84 Process Manager Programs PMPs 40 purchase requests 31 Service Catalog module 30 purchase requisition order 128 purchase requisitions creating 81 R Rational Application Designer 152 Redbooks Web site 208 relationships linking services and service requests 19 reports best practices 82 request workflows best practices 79 Reset Password LIC offering 121 roles best practices 65 79 security groups 68 service offerings and 92 105 system users 66 Route Workflow icon 135 S scenarios 89 150 Service Catalog 90 SCM Source Configuration Management 153 search field 63 Security Group object 108 security groups 68 best practices 66 mapping to applications 75 Service Catalog Administrator 68 service catalog objects 109 Service Delivery Manager 70 Service Designer 69 Service Execution Manager 71 Securi
195. on Group Description Figure 4 30 Package definition Where Clause icon Chapter 4 Migration Manager 181 Figure 4 31 shows the Set Where Clause dialog box displaying the migration objects and related MBOs you can use Migration Manager Bulletins 0 GoTo lit Reports Y Start Center 2 Profile gt Sign Out Help mjrina ih Select Action Mo ad 21 e oln SG et we Package Definition Structure Distribution Package Messages Package Definition Name erwt SR prio grati or 1G re ju e Filter A ini ie migration object Enter the where condition in the Where Clause field or Set Where Clause aes Source SS_MXHT_MAXIMO Type SNAPSHOT 4 Batch Size 100 c Change Role eS P 23 You can restrict the set of records collected for a given migration object by associating a where condition with the primary object of the Migration Group define the condition using the SQL Expression Builder y MyBPM AAA ope un Es Fer gt Este yf e1 50f5 gt Download 2 e 7 Migration Object Object Where Clause Migration Group MYBPM DMACTION ACTION action MMACT A E OMROLE MAXROLE maxrole in SDMGR SDAGNT ES Dependent Migration Group DMCOMMTEMPL COMMTEMPLA templateid MMNOTIF DIMWFPROCES WFPROCESS processname MMSR DMINBOUNDCO INBOUNDCOM Compiled Sources oh O 0 0o i Downlo
196. on law trademarks owned by IBM at the time this information was published Such trademarks may also be registered or common law trademarks in other countries A current list of IBM trademarks is available on the Web at http www ibm com legal copytrade shtml The following terms are trademarks of the International Business Machines Corporation in the United States other countries or both IBMO Maximo Redbooks logo 9 Lotus Notes Rational Tivoli Lotus Redbooks The following terms are trademarks of other companies ITIL is a registered trademark and a registered community trademark of the Office of Government Commerce and is registered in the U S Patent and Trademark Office Snapshot and the NetApp logo are trademarks or registered trademarks of NetApp Inc in the U S and other countries J2EE Java and all Java based trademarks are trademarks of Sun Microsystems Inc in the United States other countries or both Expression Microsoft Windows Vista Windows and the Windows logo are trademarks of Microsoft Corporation in the United States other countries or both Linux is a trademark of Linus Torvalds in the United States other countries or both Other company product or service names may be trademarks or service marks of others vi Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Preface IBM Tivoli Service Request Manager Version 7 1 provides a unified and integrated a
197. on material and Completed The Completed status is used when additional approvals are demanded to close a work order Figure 1 15 Actions trigger flux through the system objects The applications shown in Figure 1 15 are used during the life cycle of an existing offering To define the offering you can use specific design applications that generate the configurations of the objects and the flux 32 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Figure 1 16 shows the main applications used in the context of the complete service offering lifecycle ORDER MANAGE Catalog Request orkorder FULFILL AND MONITOR S LOArao INIAJOM Offering catalogs application WO application Catalog PR CO application application INIAJOM ii roo o ooo gt SNOILVOlIddV CREATE syul 13do d y pue spoJga oul way useam 9q jos qo ubisap xn ay auljop jo uonesnbiyuoo a m O O U a m O j Fulfillment Catalog gt options syu Uew ay Service Fulfillment fulfillment options application application Catalogs Offerings application application uoiesijdde yoeg Services SLAs Escalations Workflow Jobplans Actions Assets Cls SNOILVOMddV sSp 1093 1 jOafqo sa e19uab pue paln61ijuos aq ued zey Supporting applications Figure 1 16 Service Request Manager main applications Chapter 1 Introduction to service concepts 33 34 Im
198. onent 42 SLAs associated with 81 tracking 101 workflow 141 Workflow canvas palette 142 Workflow Designer 122 141 Workflow Designer Canvas application 79 Workflow example 172 workflow process 148 workflow tool 79 workflows creating 127 150 defining 141 Migration Manager example 172 174 preconfigured list of 80 service granularity 19 Workorder Tracking application 100 214 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Ca Redbooks Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 0 2 spine 0 17 lt gt 0 473 90 lt gt 249 pages I Mu ft Implementing IBM Tivoli l Service Request Manager V7 1 g4 e Y we Y Service Catalog Redbooks Implement the IBM Tivoli Service Request Manager Version 7 1 provides a Service Catalog in unified and integrated approach to dealing with all aspects of INTERNATIONAL your environment service requests This approach enables a one touch IT TECHNICAL service experience backed by an optimized delivery and SUPPORT support process Tivoli Service Request Manager is a ORGANIZATION Experiment with Service Catalog powerful solution that closely aligns IT operations and business operations improving IT service support and scenarios delivery performance ao a l BUILDING TECHNICAL Learn how to define This IBM Redbooks publication provides information that can INFORMATION BASED ON new services be used by clients
199. ore interested in the development process which is a structure imposed on the development of a software product Synonyms for the development process include software life cycle and software process Several models exist for such processes each describing approaches to a variety of tasks or activities that take place during the process Because our concern in this chapter is not with the development model but more so with the different stages of development we further concentrate our discussion on the development cycle The development cycle describes the process of effectively planning executing recording and reviewing development A sample development cycle is shown in Figure 4 2 SRM Artifacts Export Module XML files of Package SRM Artifacts SRM artifacts XML Business Logic Java Code Oracle were ar SQL Server L commit Library CVS Share Projects on team i PMP source Deploy to WebSphere O O WebSphere Oracle 1 checkout SOL Server gt SRM Binary Source update Database Tree unpack _ Workspace a ee Figure 4 2 Development cycle Some assumptions have been made depicting the cycle in Figure 4 2 for example the use of a central repository for versioning custom developed source code such as the Concurrent Versioning System CVS A version control system is an important component of Source Configuration Management SCM We recommend you use a version control
200. orerooms labor and other aspects of the organization In addition a Service Catalog Administrator security group that is authorized to access all IBM Tivoli Process Automation Engine applications is created Chapter 2 Introduction IBM Tivoli Service Catalog 67 68 Security groups The section discusses the following typical security groups and their associated roles gt PMSCADM security group Service Catalog Administrator These users have rights to every action and application Figure 2 30 shows the Start Center for PMSCADM Start Center Bulletins 0 U Change Content Layout EB Display Settings Quick Insert r Bulletin Board Message B New Person 9 SS E gh New User There are currently no Service Inventory Inbox Assignments 24 Fulfillment Options Description gt Catalogs No Assignments found gt Service Fulfillment Offerings Service Order Management Re Catalog Purchase Requisition Catalog Orders Wb View Shopping Carts pa Offering Catalog View Catalog Requests Figure 2 30 Start Center PMSCADM Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog PMSCSDGN security group Service Designer This role is a specialization of the IBM Tivoli Unified Process Service Level Manager or Service Level Administrator role In IBM Tivoli Unified Process the Service Level Manager is responsible for creating t
201. orkflow only 8 Status APPR Source SS_MXHT_MAXIMO Active A Type SNAPSHOT Change By WILSON Batch Size 100 Change Date 2 19 08 10 39 AM Change Role __ A E swf E Migration Groups MYBPM E Migration Objects E DMACTION E ACTION GJ LONGDESCRIPTION GJ ACTIONGROUP E DMROLE E DMCOMMTEMPLATE EE DMWFPROCESS E DMINBOUNDCOMMCFG G Package Metadata Figure 4 37 Package definition structure 14 The last step in defining a package is specifying all possible targets for the package Click the Manage Targets icon in the toolbar as shown in Figure 4 38 You can also use the Manage Targets action from the Select Action menu Migration Manager SS GoTo lt Reports Start Center 2 Profile Sign Out Help BMXAAS583845k Package definition srwf has been activated v Fina dh Select Action mM Udala D Sr let as List Package Definition Package Definition Structure Distribution Package Messages Package Definition Name isrwf SR priority workflow only la Status APPR Source SS_MXHT_MAXIMO Active Y Type SNAPSHOT 2 Change By WILSON Batch Size 400 Change Date 2 19 08 10 39 AM crangeRole la Target Name Description Type Database URL or File Path No rows to display Figure 4 38 Manage package definition targets 186 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog A dialog box is displayed as s
202. ou selected roles communication template and action have been migrated successfully Workflow Designer Bulletins 1 GoTo lW Reports Start Center 2 Profile Sign Out Help BMXSA4414E Process MMSR revision 1 was validated LY Finck dh Select Action Vida 21 KJA g Process MMSR Workflow to queue high priority SR la Changed By WILSON Enabled Object SR Changed Date 249 08 8 56 AM Active Process Revision 1 Interactive Initiate ESE a gt 7 a s Figure 4 64 Object validation You have successfully migrated configuration data from a source system to a target system using a safe automated traceable and reusable mechanism Chapter 4 Migration Manager 205 206 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Related publications The publications listed in this section are considered particularly suitable for a more detailed discussion of the topics covered in this book IBM Redbooks For information about ordering these publications see How to get Redbooks on page 208 Note that some of the documents referenced here may be available in softcopy only gt IBM Tivoli CCMDB Implementation Recommendations SG24 7567 gt Deployment Guide Series IBM Tivoli CCMDB Overview and Deployment Planning SG24 7565 gt Implementing IBM Tivoli Service Request Manager V7 1 Service Desk SG24 7579 Oth
203. ow the offerings connected with the selected catalog are listed It is possible to add and delete connected offerings see Figure 2 14 Catalogs Bulletins 0 GoTo lbt Reports StartCenter 2 Profile Sign Out 7 Help e Fina th Select Action Mio E OI List Catalog Offerings Security Groups Catalog CATALOGP1 Contains all phase 1 services E Offering Description Offering Catalog Taxonomy Status O A Build New Standard Server image SRVSMGMT SRVMGMT ACTIVE PMSC_0002A A Server Hardware Installation SRVSMGMT SRVMGMT ACTIVE PMSC_0003A A Deploy Server to Floor SRVSMGMT 1 SRVMGMT ACTIVE PMSC_0004A A ITIM Lotus Notes ID Reset Password ESECMGMT IDTYACC ACTIVE PMSC_000SA A Server Lock Down SRVSMGMT A SRVMGMT ACTIVE PMSC_0006A A DB Install and Config SRVSMGMT DBSSPT ACTIVE PMSC_0007A A Add Database To Server SRVSMGMT 1 DBSSPT ACTIVE PMSC_0008A A Remove Database From Server SRVSMGMT 1 DBSSPT ACTIVE PMSC_0009A A ITIM Lotus Notes ID Change Password ESECMGMT IDTYACC ACTIVE PMSC_0010A A Middleware Install and Configure SRVSMGMT 1 MIDSPT ACTIVE E El El El El Eb Eb Eh Eb E n Offering pusc_oo01a 4 Status Description Build New Standard Server Image Price 195 00 Classification SRVWSMGMT SRVMGMT Currency Code Add Offering Figure 2 14 Catalog offering list When you select an offering entry you obtain information about that specific offering such as Name Description Class
204. oy Package SEBA Package Definitions o O O j L Download lt Package Definition Name Source Status Active 1000 IBMDB01 _oraB_MAXIMO 93 Please select a single package for deployment from the available SHOT LOCKED e 1001 IBMDBO1_oraB_MAXxIMO packages IGE LOCKED O amp 1002 IBMDBO1_oraB_MAXIMO IGE LOCKED O Do you have a current backup gt 1003 IBMDBO1_oraB_MAXIMO SHOT LOCKED LJ RX _ Select Records 08 12360 2_SS_MXHT_MAXIMO_20080216085814FILE 2 16 08 8 58 4M To i mmsrwt_SS_MXHT_MAXIMO_20080219055043 FILE 2 19 08 5 50 4M e u srwf_SS_MXHT_MAXIMO_20080219104735 FILE 219 08 10 47 AM To Ei Figure 4 59 Predeployment backup A Electronic Signature Authorization dialog box See Figure 4 60 is displayed prompting you for the specified user s password to continue sa Migration Manager Bulletins 1 GoTo ll Reports Start Center Profile Sign Out Help Fina dh Select Action m lt 3 G tit Gy Package Definition Package Definition Structure Distribution Package Messages Advanced Search Save Query Bookmarks ay Deploy Package AE titer ae lt li A A Package Definition Name Source Status Active 1000 ds E Electronic Signature Authentication LOCKED a e 1001 IBMDBO1_oraB_MAXI LOCKED O E 1002 IBMDBO1_oraB MAXI LOCKED O N 1003 IBMDBO1_oraB_MAXI LOCKED O N _ Select Records User Name WILSON
205. plementing IBM Tivoli Service Request Manager V7 1 Service Catalog Introduction IBM Tivoli service Catalog This chapter introduces the Tivoli Service Request Manager Service Catalog and includes the following sections gt Introduction on page 36 gt Terminology on page 37 gt Architecture overview on page 40 gt Service Catalog life cycle on page 46 Copyright IBM Corp 2008 All rights reserved 35 2 1 Introduction The IBM Tivoli Service Request Manager Service Catalog provides a complete end to end set of functions that enable you to define different types of requests for services In addition the Service Catalog provides a way to shop for those services and a structured process that manages the delivery of the services Organizations can choose to utilize all or some of these functions To name this set of functions IBM Tivoli uses the term Service Catalog The service catalog term is also often used to indicate a list or itemized display of IT services including description options service levels and costs ITIL documentation and the IBM IT Process Community also use service catalog in this manner We use the term service catalog to identify the service offerings that we build The Tivoli Service Request Manager Service Catalog provides the functions and capabilities necessary to make services available to clients who wish to requisition those services To this end the Tivoli Service Request
206. ports The following two reports are delivered out of the box gt Package definition Facilitates review and approval gt Package life cycle Assembles life cycle information about a physical package 4 3 2 Components The Migration Manager uses packages to transport configuration and customization data from one Tivoli Service Request Manager environment to another A package is a container for Tivoli Service Request Manager configuration information Each package has a life cycle that reflects the previously listed migration steps that make up the migration process see Figure 4 5 Source SRM instance Target SRM instance Figure 4 5 Package life cycle Chapter 4 Migration Manager 157 You can create the following two different types of packages gt Snapshot AS is configuration information is collected for a package on demand The package is defined after the fact gt Change Configuration information is collected over a period of time Inserts updates and deletes that have occurred since the package was activated become a part of the package In addition configuration records created modified or deleted by designated users are part of the package You must define the package before changes occur Each package you create has its own header This header contains a unique identifier source environment information versions installed Process Managers and so on information about the content of the packa
207. pproach to dealing with all aspects of service requests This approach enables a one touch IT service experience backed by an optimized delivery and support process Tivoli Service Request Manager is a powerful solution that closely aligns IT operations and business operations improving IT service support and delivery performance This IBM Redbooks publication provides information that can be used by clients partners and IBM field personnel who want to implement ITIL based Service Catalog processes in an enterprise environment This book is a reference for IT specialists who implement IBM Tivoli Service Request Manager Service Catalog processes in client environments This book is divided into two parts Part 1 Concepts and components provides an overview of the IBM Tivoli Service Request Manager Service Catalog functions and components as well as some of the standards that drive Service Catalog development Part 2 Getting started describes the use of the product to enable readers to create a demonstration or proof of concept environment around core product functions The team that wrote this book This book was produced by a team of specialists from around the world working at the International Technical Support Organization Austin Center Vasfi Gucer is an IBM Certified Consultant IT Specialist at the ITSO Austin Center He started working for ITSO in January 1999 and has been writing Redbooks publications since the
208. r PP i x File Edit View Favorites Tools Help ae Qa O x 2m sara Kraos Ario AQA Mm We a Address 48 http athens itsc austin ibm com maximo ui maximo jsp event render amp targetid wfdesign amp value rerender amp uisessionid 1204133019609_ Se se E co Links Customize Links Ej Free AOL amp Unlimited Internet El Free Hotmal ES IBM Business Transformation Homepage E BM Internal Help Homepage IBM Standard Software Installer 2 Index forum CY CODive D Q Web Search 7 R Bookmarks gt F Settings gt Upgrade your Toolbar Now Mai My Yahoo EPAnswers GBGames 44AntiSpy 2 Workflow Designer Bulletins 0 A Goto Repons Start Center 2 Profile Sign Out Help A IN ESTI e AR AE OI Canvas Process Process PMSC_GAMRI PMSCMR requestors Manager Approval Proce Changed BY PASCADM Enabled El Object Changed Date 5008 0225 11 50 04 Active 7 Interactive initiate Y A Condition Node Properties Tie HAS MGR 1 Does Service Requestor have a Supervisor E Expression requestedby supervisor is not null Custom Class Note The Service Designer can also use the Expression Builder to help create the SQL query 8 The next step is for the Service Designer to configure the task node which is created for catalog request approval In addition a Service Designer creates a task node to assign the work
209. r example providing application hosting storage support and backup services are all services Service requests support service lines providing a framework for service encapsulation For example a continual backup service can be supported by various service requests such as backup creation or backup restore This relationship is a multilevel service definition in which a service a backup service for example meets a client specific request The request alternatively is supported by different transactional services that meet user demands The Chapter 1 Introduction to service concepts 5 encapsulation defines reusable service requests that support a defined service and the encapsulated requests are called service offerings This relationship is not simply a classification hierarchy where backup service offerings are grouped around a backup service In fact services and service requests have different outputs The output of services supports business outcomes whereas the output of service requests support specific users Thus a backup service must guarantee for example that data redundancy prevents the loss of business data caused by eventual failures of storage systems Contrast this example with a server backup which can be delivered by a service request instead An IT manager or a CIO or even a CEO can offer the output of a backup service The encapsulation works at different levels because the CEO does not know the necessary st
210. r Now Mai E My Yahoo Ed Answers Games HAnt Spy Buletins 0 A GoTo lt Reports StartCenter amp Profile Sign OT Help Workflow Designer I iy Find dh Select Action ee a 214 2 ia Y 8 3 a List Canvas Process Process pi SC_GAMR1 PMSCHR requestors Manager Approval Proce E Changed By _ PMSCADIA Enabled i i Active KA Object buScuR 2 Task Node Properties Rae ee p interactive initiate Vj Process Revision E Tte WRMGRAPPR PMSCHR requestor s Manager Approval _ Application Display One Description Send E mail Task Description gt MRREQMGR PMSCMR requestor s manager O PMSCMR requestor s Manager Approval y Communication Template p PMSC_GAMR1 a Perform Accept Action When any assignment is accepted When All assignments are accepted E Done AD Internet TSG pe e E iiis Networ i sate N Misra am a J So FrameMa y Quick Access Et Adobe Reade MENTA m Figure 3 39 Task Node properties Chapter 3 Scenarios 147 9 Next Desi as Service Designer defines the task to be performed by the manager The manager can either approve the request or reject it which means two connections run from the approval node to the stop node To configure these connections in the tool Desi completes the following steps a Desi selects the positive connection line
211. r of developers often operate within the same environment working on different artifacts This situation is a challenging one for building a consistent environment but even more challenging for migrating anything developed to actual production environments So how can you manage configurations and customizations in your Tivoli Service Request Manager environment To answer that question you first have to understand the general concept of development Software development is not just writing and compiling lines of code Software development is often described as the translation of a user need or marketing goal into a software product In most situations a set of tools is used for different purposes supporting each step of the development process An example of a development environment is shown in Figure 4 1 Rational Application Developer RAD vee focal or remote target TIDE Pobre ioe Rete lpg aun insigur Jog 3 BIRT Report NA ar Damene es a AE SRM Runtime A ea Database Code Editor f Explorer Ant Browser Syntax Outline y ES Library of common Tasks Packaging Deployment SRM Installation Source Binary Tree Test Figure 4 1 Example development environment Note In Figure 4 1 we refer to Rational Application Developer and Apache Ant as examples of development and customization tools 152 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog In this discussion we are m
212. r to order the service for resetting the password When she clicks Execute she is redirected to the following URL where she can proceed further with the remaining steps for resetting the password https w3 ibm com profile update password en us index 3 3 1 Service fulfillment The Service Designer Desi follows these steps to configure the Service Fulfillment application 1 2 3 As the Service Designer Desi logs onto the Start Center He opens the Service Fulfillment application Then Desi selects New to create a new service fulfillment which prompts him for input as shown in Figure 3 19 on page 122 Chapter 3 Scenarios 121 Service Fulfillment A gt GoTo li Reports Start Center 2 Profile Sign Out Help thy Select Action Ivf AA IA IE Specifications Service Fulfilment LNPWDRESET Password Reset l temSet pmscsit Click image to enlarge Service Group mT Status ER Service Classification Fulfillment Type Action Service la Classification Description Attachments amp Action Type Launch In Context Launch in Context Filter gt ini ies Offering Description Status ice Currencycode No rows to display Figure 3 19 Service Fulfillment window 4 As you can see in Figure 3 19 Desi provides the name LNPWDRESET for the service fulfillment 5 He also provides a short Password Reset and long description by c
213. re 2 2 Simple Service Catalog function Start Center Bulletins 0 GoTo lit Reports StartCenter 2 Profile Sign Out 7 Help Y 0 Change Content Layout amp Display Settings WS Update Start Centd My J rite Applications oF A Bulletin Board i Ww Subject Message Post Date Expiration Date Viewed Eas bp CA E There are currently no bulletin board messages to view ye Offering Catalog Inbox Assig View Catalog Requests Description Due Date No Assignments found for Search f My Catalog Requests y Filter gt Die Requisition Description Requested By Requested For 1054 Top Line Laptop PMSCSRU PMSCSRU gt Service Request Manager Search 1060 Standard Model Laptop PMSCSRU PMSCSRU Set Graph Options 1 to 2 of 3 Figure 2 3 Start Center window for Service Requisition User role 44 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog In Figure 2 4 the user views a list of the descriptions for Enterprise Security Management service offerings Offering Catalog Bulletins 0 GoTo lit Reports Start Center 2 Profile Sign Out Help List if Catalog Find what you need caos 2 tems in Cart View Cart l View All Carts Start New Cart SComposite Services siData Network Services Desktop Operations Support ibuted Client Services Security Mansgement ost
214. rent Select Craft N l Move Swap Modify A Modify Delete Work Log Edit History Work Order sus Select Owner gt Figure 3 9 Select owner Operations Specialist perspective In this section we consider the procedure from the Operations Specialist perspective 1 As the Operations Specialist Sally logs on 2 Sally checks for work orders that are waiting for approval and clicks the Firewall Change Request work order to access the Workorder Tracking application 3 Sally verifies the information and all the necessary tasks on the Plans tab To access the long descriptions available for some tasks she clicks the Long Description icon next to the task name 4 As she completes a work order Sally sets the status to Completed 100 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Offering completion Oscar the Operations Analyst receives a notification indicating that the work order is complete He checks that all tasks were performed according to the request If he decides that the work was correctly executed he closes the catalog order linked to the work order When Oscar does so the purchase requisition and the catalog request are automatically closed Delivery organization tracking offering cycle How can you determine that offerings are being timely and correctly delivered to requesters The Tivoli Service Request Manager Service Catalog provides a reporting functionality that you can use to trac
215. ring value to clients by facilitating outcomes clients want to achieve without the ownership of specific costs and risks The service definition proposed by ITIL is centered on two fundamental concepts gt A service by definition must help clients achieve their desired objectives gt Clients buy services to transfer costs and risks to an expert Value is achieved when the expert seamlessly delivers a service that is a necessary and an acknowledged part of the client s business goals Defining and managing the necessary services to achieve specific business outcomes is a fundamental objective for any IT department that wants to be recognized as a business enabler not solely as a commoditized technological function of the organization j Igbal Majid Nieves Michael Service Strategy London Crown Publishing 2007 ISBN 9780113310456 4 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 1 2 Service encapsulation Encapsulation is a means of grouping tasks in a controlled value driven way that meets clients needs Providers are in control of the delivery process The providers execute specific tasks and produce the result thus the providers themselves undertake the difficulties and risks of accomplishing the result The client is in fact buying solely the result not the process of producing it or the encapsulated process Are clients also users ITIL differentiates a client called customer in ITIL t
216. roup tab Group Name SRMSELFSER Service Requisition Manager Self Service PMSCOA Operations Analyst PMSCOS Operations Specialist PMSCSDGN Service Designer PMSCSDM Service Delivery Manager PMSCSEM Service Execution Manager PMSCSRU Service Requisition User PMSCUCA User Contact Analyst PMSCADM Service Catalog administrator Security groups are also objects of service catalogs but the group record is linked to a specific catalog Whenever Desi adds or modifies an object such as a security group inside a different application such as a catalog due to a linkage he can consider it an attribute of the current record catalogs see Figure 3 15 Catalogs Catalog Offerings Security Groups P PMSCADM E PRSCOA PHSCOS PMSCSDGN PHSCSDOM PMSCSEM PHMSCSRU PMSCUCA ttt ld d d d d d d tolte t Bulletirws i 0 a aa p Service Request Manager Self Service Service Catalog Administrator Operations Analyst Operations Specialist Service Designer Service Delivery Manager Service Execution Manager Service Requisition User User Contact Analyst Figure 3 15 System objects linked to the catalogs record Chapter 3 Scenarios 109 110 Desi defines catalogs by completing the following steps 1 Desi selects Service Request Manager Catalog gt Service Inventory gt Catalogs 2 He configures the application according to the parameters listed in Table 3 3 on page 109 3
217. rvisor JA Work Group A Template Type Activity WO Priority crew 2 Owner sd A Duration 0 00 Interruptible C Lead ooy Owner Group Classification a Flow Controlled Class Description Suspend Flow Control 7 Launch Entry Name 4 Flow Action A Flow Action Assist e 1 4 of Sequence Task Description Nested Job Plan Duration Meter gt 70 Review Request JE p 0 30 7 a gt 20 20 Open Change P 1 00 A i gt 30 30 implement E A 0 05 4 m gt 40 40 Notify Requester to Test E 0 05 2 New Row Figure 3 18 Example of tasks for jobplans 6 Desi sets the status as Active 7 Desi saves the record Fullfilment options At this point the Service Designer defines a fulfillment option to execute the offering Multiple fulfillment options can follow different paths which is a decision made by Oscar the Operations Analyst Chapter 3 Scenarios 119 To define a fulfillment option Oscar completes the following steps 1 Oscar selects Service Request Manager Catalog Service Inventory gt Fulfillment Options 2 He configures two fulfillment options according to the definitions listed in Table 3 8 and Table 3 9 Oscar can choose either of the two options when deciding how to fulfill the firewall change request Oscar can opt for the change fulfillment only if CCMDB is installed 3 Oscar saves the record Table 3 8 Fulfillment options E E E o Fulfillment options PM
218. s 1to100f11 Next Page gt Figure 2 20 Start Center for the Service Requisition User After selecting the catalog or by choosing the Catalog tab you access the Offering Catalog window see Figure 2 21 This is the starting point where you can shop for an available service You can order offerings that you are authorized to order by your administrator Offering Catalog Bulletins 0 gt GoTo lit Reports Start Center 2 Profile Sign Out Help Catalog Description CATALOGP1 Contains all phase 1 services Figure 2 21 Offering Catalog window 58 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Figure 2 22 shows the Offering Catalog Find what you need window We explain the possible actions in the following list of menu items Offering Catalog Bulletins 0 GoTo It Reports Start Center 2 Profile Sign Out Help Find what you need f y j Catalog CATALOGP1 Contains all phase 1 services id 3 items in Cart ay View Cart View All Carts Start New Cart a Composite Services wm Data Network Services o mDesktop Operations Support mDistributed Client Services mEnterprise Security Management E mFixed Cost Service Requests Description Currency mServer Systems Management MIM Lotus Notes ID Reset Password USD MiM Lotus Notes ID Change Password 5 USD Reset Password LIC 5 USD Lotus Notes ID Change User Name or Cer 5 USD Lotus Notes ID Create Account 5 USD E E
219. s 31 Figure 1 15 shows the basic framework through which the offering flows At first the flux does not occur automatically and an individual or a defined workflow are required to execute actions using specific applications to generate object records change the record status evaluate conditions apply SLAs and assign tasks AY WAPPR A E L WAPPR N lt WAPPR x N y e 8 e a N Nm a _ N ANS N J e E 7 N p 2 5 Si APPR flux N Se APPR flux NI OLOSE a flux gt PROGR l CA F xo D O Cane pi Y PROGR S CANC o 7 L sl aN O ao S A CANC a A A e ia f ys Se a e o Y e Se ee aa o N a Ss S i as E ba Shopping Purchase Catalog Work cat _ Request Order Ord er xX e A e A g i E ra NS E Z Offerin Catal de Catalog PR co WO application application ap plication application Actions examples e Create object record e Change object record status e Apply SLA to object record e Set the value of a field Workflow m 4 v E O z O Z m ZD O Om The flux occurs only if a person or a workflow executes the actions The Service Catalog module has prebuilt configurable options that can automate some of the actions required to build the flux Details are provided in Chapter 3 Work orders have their own particular life cycle that includes additional status such as Waiting
220. s Vendor See specifications 2 Capability type Fulfillment pacer er eet 8 e g supply chain action option 3 paid i c or description E change 3 Classification taxonomy to be shown on offering catalog 4 Standard SLA for catalog orders 5 Standard workflow for catalog orders 6 Standard jobplan for workorders Change Mgmt WOs must be sent to internal teams and external vendor teams Fulfillment option 4 Internal and external WOs DESIGN Figure 3 16 Service fulfillment object as link between offerings and fulfillment options The Service Designer can link multiple offerings or fulfillment options to a single service fulfillment but the opposite is not possible It is not possible for example for an offering to be a simple description and it cannot it be fulfilled through tasks Thus the service fulfillment offering is truly a hub for the convergence point of both offerings and fulfillment options Chapter 3 Scenarios 111 In the following steps Desi the Service Designer configures the Service Fulfillment main object 1 Desi the Service Designer chooses Service Request Manager Catalog gt Service Inventory gt Service Fulfillment 2 He then configures the Service Fulfillment main object 3 On the Specifications tab Desi selects Service Fulfillment Information and defines the classification as Data Network Services Operations or he defines it using any applicable
221. s case that showed potential financial losses due to unprotected information In the same way various service requests grouped by different lines of services can also be created according to business outcomes To organize the possible service lines market spaces can be defined that combine a utility and a client asset forming clear opportunities for the creation or redefinition of existing services see Figure 1 6 on page 13 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Assets MARKET SPACES Financial a Information Transactions are compliant Data is accurate Secure Transfers Data is Utility based market are secure secure Spaces Asset based market spaces Figure 1 6 Market spaces in terms of supported outcomes Combining different utilities and assets and defining market spaces that fulfill the needs of the organization provide a solid base for defining services that make up a catalog In this case the services are not defined simply in terms of available resources but also in terms of the context in which the resources are useful and in terms of the business outcomes that justify the investment in them Figure 1 7 shows examples of utilities and assets Provision Deliver Licence Process Transactions are secure Management Operate Maintain Information Information is safe Recovery Resolve Repair Infrastructure Applicanons are available
222. s ordered managed and fulfilled Because action and description offerings do not follow a procurement process the figure illustrates a supply chain offering which represents the most complete cycle Create Offering design and publish ing System objects Order Manage Fulfill Monitor Shopping for Analyze order Accomplish and Analyze and a offerings and approve deliver offering im prove lt Shopping cart Purchase Catalog M Work order Request Order Service Request A N y A Additional process lt Customer Ben objects N y Purchase re quest The object generated by an offering in an shopping cart used to evaluate to whom and in what Shopping cart The object that consolidates all requested offerings con ditions the service should be provided Catalog order The object generated by a purchase request used to evaluate the delivery method based on the agreed delivery conditions and the delivery capability Work order The catalog order can generate work orders with predefined jobplans for the fulfillment groups or service requests that can be fulfilled The catalog ordercan generate other process objeds depending on the installed modules such as changes and releases if CCMDB is installed or incidents problems and service requests if service deskis installed After the order is placed the customer can track it through a catalog
223. signer Desi defines a service fulfillment offering by completing the following steps 1 Desi selects Service Request Manager Catalog gt Service Inventory gt Offerings NO He then configures the Offering main object according to the definitions listed in Table 3 4 Table 3 4 Defining an offering Boman Atiibute Mave Offering main object PMSC_0017A Long Description Submit this catalog request for a network engineering firewall change Changes to a firewall relate to opening and closing ports to and from particular nodes SS Service Fulfillment PMSC 0017 Service Group SGROUP 1 defined when selecting a service fulfillment Service SERVICE1 defined when selecting a service fulfillment Offering Catalog Data Network Services Taxonomy Operations defined when selecting a service fulfillment Purchase Requisition None aaa workflow Requisition processing processing None Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Oscar as Operations Analyst had to manually approve the purchase requisition Optionally Desi might have configured an automated workflow and linked it at the offering level He opted for the manual configuration because he wants Oscar to manually check the purchase requisitions so that mistakes are not propagated automatically to the catalog orders and work orders Table 3 5 explains the options for requisition processing Table 3 5 Actions au
224. sole URL is https w3 ibm com profile update password en us index html 9 Desi clicks the Classification button 10 He classifies this service as ESECMGMT IDTYACC which is an Enterprise Security Management ldentity and Access classification 11 Finally Desi saves the record 3 3 2 Offering In this section we describe the process of defining an offering for the fulfillment that Desi created in the previous section To define an offering in the Tivoli Service Request Manager tool Desi completes the following steps 1 From the Service Fulfillment window Desi chooses Select Action Create an Offering as shown in Figure 3 20 LZARAE AREAL CLE RL EALARALA YL ALLELE LALA ALAA LAL LLL L LALLA ALARA KY LLL LLL MAA AA AALAN ALLY O Mice My ee aa a Aue ERE MEY EAE AYUAA LLY EXL LLL LAY ARLIAY ALLL LL KEL UMAANY AAA YELL CEL LLY RY AALANY LAY CELL MLA MLAALYAYAALY LLL LLY ALY AALAAY ALA LLL LLL ALAA YAAA ALLA Y CHL LCA ARYAN eA HA CI LY Service Fulfillment Microsoft Internet Explorer He Edit View Favorites Tools Help Qu gm p gt Search 52 Favorites OZ vA ws E Address a http athens tsc austin bm com maximo ui event loadapp amp value pmscsrvdeff amp uisessionid 1203991335171 5 Links Customize Links si Free AOL amp Unimited Internet Free Hotmail IBM Business Transformation Homepage IBM Internal Help Homepage 4 IBM Standard Software Installer Index forum Y CD Drive D A We
225. steps and quality of the delivery The primary guide for answering our two questions is a supported service SLAs because of their tangible nature are generally a direct source Ultimately service offerings are reusable ways to obtain the necessary components for providing the final output of an internal or external service see Figure 1 1 on page 6 Sometimes a clear link between an offering and a service is lacking for example an account creation offering The service request itself seems to be simply an account creation and no business value or business outcomes can be derived from it However if an offering even a simple one has no business value and no connection with any business outcome then it simply should not exist An account creation in fact Supports a user administration service or an application specific service that has to support the business in some way Figure 1 8 on page 15 shows the portfolio and catalog cycle with a way in anda way out of the catalog Both ways are the consequence of a constant evaluation of the kind of value provided by the services If a service provides no value keeping it in the catalog is a waste of resources However a service can be improved and a significant part of an evaluation is to define how to improve it The evaluation of the service offerings that are linked to a service must be part of this continual improvement cycle see the example in Figure 1 4 on page 11 Implementing IBM Tiv
226. store response lt 30min defined as request lt 30min defined as request time approval or rejection due to financial approval or rejection due to or technical constraints financial or technical constraints Backup restore lt 12h for max 1 TB lt 12h for max 1 TB delivery time Policy modification Takes effect before the next Some components lt link gt demands scheduled backup except if it is to be stopped to modify policy scheduled earlier than after the 12h parameters A change is demanded for these components and follows change management policies lt link gt The other components follow the same server stardards Charge Fixed charge for max 100 backups implemented Transactional charge per additional backups up to limit of 150 Demands that exceed the specifications of total storage total number of servers and components creation and restore time retention period or 150 total backups are subject to evaluation or contract renegotiation Figure 1 13 Backup support service Chapter 1 Introduction to service concepts 27 In the next section we examine in more detail the service offerings required to support the backup support service These service offerings include specifying different fulfillment methods defining roles and controlling SLAs and approvals The Service Designer is responsible when specifying both the requirements and service definition to build the necessary steps to ensure that the
227. stribute button to start package distribution as shown in Figure 4 46 Find fh Select Action VO 21 e 1019 Et tw List Package Defintion Package Definition Structure Distribution Package Messages Package Definition Name srwf SR priority workflow only El Status Source Active E Type SNAPSHOT A Change By Batch Size 400 2 Change Date 2 19 08 10 39 AM change Role gt gt A Mo aj uy Package File Name Status Status Date E fs srwf_SS_MXHT_MAXIMO_20080219104735 CREATED 2 19 08 10 48 AM Package srwf_SS_MXHT_MAXIMO_20080219104735 Change By Status Status Date 2 19 08 10 48 AM Progress Status Read Me Information SRWF and related data fienane i Direction Restan Source O Manifest Figure 4 46 Package distribution Chapter 4 Migration Manager 193 2 Select a target for distribution by clicking the appropriate check boxes as shown in Figure 4 47 Migration Manager puletins 0 GoTo li Reports StartCenter 2 Profile Sign Out 7 Help v Fing dh Select Action MO fd 21e gt I Go ds List Package Definition Package Definition Structure Distribution Package Messages Package Definition Name srwf SR priority workflow only El Status APPR Source SS_MXHT_MAXIMO Active Type SNAPSHOT 4 Change By WILSON Batch Size 100 A Distribute Package EE Change R
228. t Run 2007 09 26 17 45 41 Service Orders in WWAPPR status for m ore than 30 days ao 50 60 7 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog gt PMSCSEM security group Service Execution Manager This role is responsible for overseeing the fulfillment of the catalog requests in the service catalog Figure 2 33 shows the Start Center for PMSCSEM Start Center Bulletins 0 A Bulletin Board Subject Message There are currently nq ication gt 4 nbox Assignments SS Offerings Description I Catalogs No Assignments fou z Catalog Purchase Requisitions Waiting Approval Service Level Agreements This portlet has not been set up To set up select the edit icon in the port Catalog Purchase Requisitions Approved This portlet has not been set up To set up select the edit icon f in the port Figure 2 33 Start Center PMSCSEM Chapter 2 Introduction IBM Tivoli Service Catalog 71 gt PMSCOA security group Operations Analyst This role represents the fulfillment operations A user in this role works under supervision of the Service Execution Manager and is responsible for the following tasks Performing all operational processes and procedures involved with order planning and fulfillment thus ensuring that all IT services and infrastructure meet operational targets Runs and monitors infrastructure components Figure 2 34 shows the St
229. t tab you can search for service catalog records gt Service Group On this tab you can create view or modify service group records and delete services Service catalog and offering catalog You can associate an SLA with a work order so that all work orders are measured against this SLA For the offering catalog you can choose an SLA in the Service Fulfillment module When you insert an SLA in the offering catalog a purchase requisition is created and assigned to the SLA Chapter 2 Introduction IBM Tivoli Service Catalog 81 Figure 2 40 shows an SLA in the Service Fulfillment dialog Service Fulfillment Bulletins10 PGoTo lr Reports Y Start Center 2 Profile Sign Out 7 Help v Fing th Select Action Mf dela DIRS List Service Fulfillment Specifications Service Fulfillment Service Group SS 4 Service A Fulfillment Type Supply Chain Servi Server Lock Down El tem Set SET1 Click image to enlarge Status ACTIVE Ek Classification SRYSMGMT 1 SRYMGMT Classification Description Server Systems Management Server Manage Attachments amp Service Level Agreement A Supply Chain Fulfillment Information Default Job Plan E A Offerings As Service Order Approval Workflow PMSC_O005C Offering Description Currencycode gt PMSC_00054 4 Server Lock Down USD Fulfillment Option gt PMSC_00054 Description Server Lock Down Figure 2 40 SLA in Service Fulfillment tab Organizat
230. tabase URL or File Path User Name Schema Name oid New Row Figure 4 41 Save package distribution target At this point the package definition process is complete 188 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 4 5 3 Package creation In this section you create a package to actually distribute and deploy In the Migration Manager application of the source environment complete the following steps to create a package 1 Select the Package tab and click the Create button in the Packages section as shown in Figure 4 42 Migration Manager Bulletins 0 GoTo lit Reports StartCenter 2 Profile Sign Out 7 Help v JFina dh Select Action mM ad 2I1 1 ttl SG Ht we List Package Definition Package Definition Structure Distribution Package Messages Package Definition Name srw SR priority workflow only ja Status APPR Source SS_MXHT_MAXIMO Active Y Type SNAPSHOT P Change By WILSON Batch Size 100 Change Date 2 19 08 10 39 AM Change Role Package File Name Status Status Date Status History Distribution Tracking Manifest Figure 4 42 Create package Chapter 4 Migration Manager 189 2 Enter general information about the package in the Upload Compiled Sources dialog box as shown in Figure 4 43 Migration M er Bulletins9 0 GoTo lir Reports StartCenter 2 Profile Sig
231. teps to finish the transaction Sarah signs onto Tivoli Service Request Manager V7 1 1 2 She opens the Offering Catalog application by selecting Service Request Manager Catalog gt Offering Catalog as shown in Figure 3 25 File Edit View Favorites Tools Help Om O AAD Psach kas O 8 2 Qa YAO Address E http athens asc austn bm com maximo ui 2event loadappvalue startcntr amp uisessionid 1203369629437 E E El co Links MA C a tota Free Hotmail IBM Business Transformation Homepage dE IBM Internal Help Homepage dE IBM Standard Software Instaler E Index forum o Search 7 Bookmarks F Settings Upgrade your Toolbar Now Se ia le 7 2 Bore ea There are currently no bulletin boar a Task Management Work Orders Due Date No Assignments found for Requested By Requested For Mini Description Status ones No Data Found Figure 3 25 Offering Catalog application Start Center Chapter 3 Scenarios 129 3 Inthe Offering Catalog application Sarah enters the keywords new laptop in the Find field as shown in Figure 3 26 File Edit View Favorites Tools Help Om O HAG Ps frames 220 LAG Offering Catalog Bulletins 0 Pf GoTo lbi Reports StartCenter amp Profile Find what you need Cabo CATALOG intnsaiphaseTawvees CD items in Cart e View Cart View All Carts Start New Cart
232. that the user requesting the item cannot change Mobile computer model IBM Thinkpad T42P Accessories None Bundle of software Standard office bundle Desk side support No Special considerations Information to be provided by the requesting user choose the following items Memory requirements 256 MB 512 MB 1 GB Hard disk size 60 GB 100 GB 160 GB 200 GB Operating system Linux or Microsoft Windows XP Networking DHCP or fixed IP address gt Offering 2 Definition A top of line mobile computer with high speed configuration for an executive Predefined information that the user requesting the item cannot change Mobile computer model IBM Thinkpad Tablet X61 Accessories Mobile broadband Operating system Microsoft Windows Vista Bundle of software Standard office bundle Information to be provided by the requesting user choose the following items Hard disk size 60 GB 100 GB 160 GB 200 GB Desk side support Yes No Special considerations Chapter 3 Scenarios 139 Implementing services In this section we discuss the objective of this phase of the design process which is to define or create a new service listed as Top Line Laptop in the service catalog The new service is listed as an offering in the Tivoli Service Request Manager default catalog which users can subsequently choose from The following items are defined gt Service fulfillment Service order approval workflow
233. the offering attributes and add the offering to a shopping cart 64 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 2 4 4 Best practice content In this section we describe best practice content beginning with roles and Start Centers defined in the IBM Tivoli Service Request Manager Service Catalog Roles Defining roles is a way to ensure the right people are aware of the need for service fulfillment make the necessary financial and technical evaluations to provide the output and fulfill and evaluate the services These actions are performed by roles that are linked to specific users or groups of users The role mechanism ensures easier maintenance and provides a process oriented rather than department oriented framework focusing on delivery of the service offering and not on departmental outputs or subproducts Excessive delays in the authorization process can be remedied with escalations and KPIs can verify the performance of the delivery of specific offerings or groups of offerings that support the entire service Figure 2 29 on page 66 depicts the service offering cycle and illustrates how different roles act to deliver an offering These roles represent only an initial service offering configuration and can be modified A role does not represent a person on Service Catalog module but rather a responsibility in the cycle that can be linked to one or more persons or even an application The workflows are created
234. to an incident administrator to configure the mobile computer To do so Desi completes the following steps a Desi selects the node and clicks the Properties button in the tool palette b He specifies the title as MRMGRAPPR and provides a description for the title in the Description field c Desi selects the application as PMSCVIEW 146 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog d He assigns the catalog request to the register s manager for approval In the Assignment section Desi selects the role ID as MRREQMGR e In the Notification section he selects the notification that is flashed to the manager He selects the PMSC_GAMR1 template as the communication template see Figure 3 39 Note The Action and Notification templates used in this scenario are pre created in the tool However the Service Designer also can create and configure a customized task and communication template using the tool E Workflow Designer Microsoft Internet Explorer NOTICIA File Edit View Favorites Tools Help Qm O MAD sr kraos O Br a Jao Address E http athens itsc austin ibm com maximo ui event loadappevalue wfdesignguisessionid 1204149312187 Links l Customize Links E Free AOL amp Unlimit ternet sy Free Hotmail l IBM Business Transformation Homepage l IBM Internal Help Homepage l IBM Standard Software Installer El Index forum che Bookmarks F Settings Upgrade your Toolba
235. tomatically triggered by each requisition option Request processing Triggered actions What happens type Create purchase request Catalog purchase requisition waiting for approval Catalog purchase requisition approved Catalog order waiting for approval Catalog order approved Create purchase request Approve purchase request Create purchase request Approve purchase request Create catalog order Create purchase request Approve purchase request Create catalog order Approve catalog order Chapter 3 Scenarios After the offering is submitted by a user a pending for approval purchase requisition is created After the offering is submitted by a user an approved purchase requisition is created After the offering is submitted by a user an approved purchase requisition and a pending for approval catalog order are created After the offering is submitted by a user an approved purchase requisition and catalog order are created 115 116 In our scenario the Service Requisition User Manager Manny creates the single approval workflow In the other cases the users had to click unapproved objects to change their status In Manny s case an approval assignment reveals a workflow is working behind the scenes This workflow is linked to the catalog request object and must be configured using the Workflow Designer See Table 3 6 for an extensive list of the ways to trigger actions on the main system ob
236. ty Groups tab 54 security mappings 76 79 Self Service User 93 Service Catalog 36 38 activities of 48 best practices 65 84 components of 40 cycles of 49 defining 50 54 109 delivery mechanism 37 life cycle 46 85 new service 64 Index 211 order fulfillment 63 out of the box version 42 preconfigured workflows for 80 pre existing service applications 64 process integration 84 roles 48 selecting actions from 52 service portfolio visible part of 11 shopping user interfaces 58 63 tools 48 service catalog 14 17 37 81 best practices 80 See also Service Catalog application Service Catalog Service Catalog Administrator 68 Service Catalog application 81 82 Service Catalog framework 29 Service Catalog Management 8 Service Catalog Manager 128 Service Catalog module 7 20 Service Catalog scenarios 90 external sources accessing 121 127 offerings searching for 91 120 workflows creating 127 150 Service Catalog Supply Chain 39 service complexity 21 designing services 21 33 service concepts 3 business and IT bridge between 4 encapsulation 5 7 granularity 17 20 service complexity 21 33 service management 8 17 Service Definition Repository 38 service definition granularity and 19 service definitions 4 backup support 5 creating requirements for 26 ID 42 ITIL 4 service offering referencing 39 storage of 38 service delivery 38 tracking 101 Service Delivery Manager 70 Start Center 70 tracking services 103 Service Delivery tea
237. ure 2 18 Service Fulfillments attributes The following fields are shown in the Service Fulfillment tab gt Service Fulfillment Name and description of the service fulfillment gt Service Group Team that supports the service gt Service Defined service Chapter 2 Introduction IBM Tivoli Service Catalog 55 gt Fulfillment Type The following options are available Descriptive service Action service Supply chain service gt Item Set The information provided here is defined in the Organization application and assigned to the service fulfillment gt Status Status of the offering gt Classification The classification code such as ESECMGMT IDT YACC gt Classification Description Description of the Classification such as Server Systems Management Server Management gt Attachments Using the Attachments icon the administrator who defines these offerings can view and add files and URLs to the service fulfillment Doing so is helpful in providing information or documents to the user gt Image Click the icon under Click image to enlarge to add a graphic to the service fulfillment to enhance the description The Supply Chain Fulfillment Information area on the Services Fulfillment tab provides the following fields gt Default Job Plan You can add a list of sequenced tasks that must be completed by the assigned service group gt Service Order Approval Workflow Connects a standard approval wor
238. urity Groups tab Service fulfillment definition Figure 2 17 shows the Service Fulfillment application Service Fulfillment Bulletins 0 GoTo Il Reports StartCenter Profile Sign Out 7 Help rina dt Seiect Acton vt i GUA List Service Fulfillment Specifications Service Fulfillment Description Fulfillment Type Status OBSOLETE PMSC 0001 Build New Standard Server Image SUPPLY CHAI ACTIVE PMSC 0002 Server Hardware Installation SUPPLY CHAI ACTIVE PMSC_0003 Deploy Server to Floor SUPPLYCHAI ACTIVE PMSC 0004 MIM Lotus Notes ID Reset Password SUPPLYCHAI ACTIVE PMSC 0005 Server Lock Down SUPPLYCHAI ACTIVE PMSC 0006 DB Install and Config SUPPLY CHAI ACTIVE PMSC 0007 Add Database To Server SUPPLY CHAI ACTIVE PMSC 0008 Remove Database From Server SUPPLY CHAI PMSC 0009 MIM Lotus Notes ID Change Password SUPPLY CHAI PMSC_ 0010 Middleware Install and Configure SUPPLY CHAI PMSC 0011 Minor Facility Request SUPPLY CHAI PMSC 0012 Office Move Request SUPPLY CHAI PMSC 0013 Reset Password LIC ACTION PMSC 0014 Lotus Notes ID Change User Name or Cer SUPPLY CHAI PMSC 0015 Lotus Notes ID Create Account SUPPLY CHAI PMSC 0016 Lotus Notes ID Delete Account SUPPLYCHAI PMSC 0017 Firewall Change Requests SUPPLY CHAI PMSC 0018 Minor Site Enhancement SUPPLY CHAI PMSC 0019 land S Network Consulting SUPPLY CHAI GVBDDAVDAVMAVMPMVDIAVMMAVDAVWMDAMH PMSC 0020 Build New Server SUPPLY CHAI C Select Records Figure 2 1
239. ustin ibm com maximo ui event loadapp amp value pmscsrvoff amp additionalevent insert amp uisessionid 1203991335171 A7 Web Search 2 R Bookmarks F Settings A Upgrade your Toolbar Now gt Mai my Yahoo EP Answers Games Anti Spy Offerings Bulletins 0 GoTo lt Reports A Start Center amp Profie Sign Out Help O A TIA e offering for reseting the LN password a pi Figure 3 23 Mandatory option 126 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog 13 Desi selects Select Option and then Add offering to Catalog as shown in Figure 3 24 Then he selects the applicable catalog offe ings Micr PPPELSE Internet Exp rer Sse sess C9090 9 MO HM AH BE OEE De Oe I E090 MM MOE MEME HI HH HN OH E H We a Oe SHEEP SH STS PLPLLPETULEES File Edit View Favorites Tools Help Sa gt x 33 o P Search a aA E 2 A a e 3 mBo Links lt a Customize Links a Free AOL amp Unimited Internet g Free Hotmail a IBM Business Transformation Homepage IBM Internal Help Homepage E IBM Standard Software Instaler gj Index forum Y CD Drive D A7 Web Search 7 gt Bookmarks F Settings Upgrade your Toolbar Now E Mad MyYahoo EJ Answers Games AntiSpy Offerings Bulletins 0 A GoTo Wt Reports Y Start Center 2 Profile Sign Out Help vine e a A Eri List Offering Specifications BS Change Status View Status History
240. vel of control and automation that must be implemented Chapter 3 Scenarios 101 102 E Reports A ce On Demand Reports Scheduling Status Figure 3 10 List of predefined reports for the catalog order object Figure 3 11 on page 103 shows the report accessed by clicking the Catalog Orders Delivery Performance link The report can be configured so it is delivered to Axel by e mail or so it is provided on demand In reviewing the Catalog Orders Delivery Performance report Axel notes that order 1032 took 110 days to complete which is an item he wants to investigate Other reports available include catalog orders in WAPPR Waiting for Approval or APPR Approved status Catalog orders that are in APPR status for more than five days might indicate that the work orders are taking too long to be completed or that the Operations Analyst is not verifying them Catalog orders that are left Waiting for Approval WAPPR might indicate that the organization is not capable of fulfilling them or that the Operations Analyst is a bottleneck to the flow of operations In either case users probably are anxiously waiting to determine the status of their requests The Service Execution Manager must ensure the delivery organization does not forget them Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Reporting HE
241. vironment Downloading the file proves the physical file actually exists but it also provides the means to store the file on a shared location for import 4 Click the Download icon to the right of the package line as shown in Figure 4 49 on page 196 A File Download dialog box is displayed where you can select to open the file save the file or cancel the download The filename is the package name with a ZIP extension which is also shown in the File Name field in the Package section Chapter 4 Migration Manager 195 Migration Manager Bulletins 0 GoTo lbr Reports StartCenter 2 Profile Sign Out Help Fing dh Select Action MD id 210 oR G a e List Package Definition Package Definition Structure Distribution Package Messages File Download x Package Definition Name srwf SR priority ka Source SS_MXHT_MAXIMO Type SNAPSHOT P Batch Size 100 Change Role F Do you want to open or saye this file a Name srwf_SS_MXHT_MAXIMO_20080219104735 zip 0 39 AM Type WinZip File 7 64 KB From localhost cas Satus Sto w srwfSS_MXHT_MAXIMO_20080219104735 CREATED 2 19 08 10 48 AM ki in Package srwf_SS_MXHT_MAXIMO_2 Status CREA While files from the Internet can be useful some files can potentially MEL Y harm your computer If you do not trust the source do not open or Ey Progress Status CREATED save this file Whats the risk d data File Name srwf_
242. yst assigns Change Fulfillment Service Catalog 2 We 6 Service Catalog Operations Specialist completes Work order 4 Change Owner accepts Process Request 3 Service Catalog Operations Specialist implements Work Order CCMDB 5 Change Team completes Change d Optional Release Request Figure 2 43 Integration with CCMDB Similarly the Service Desk and Service Catalog components are tightly integrated and increase the productivity of Service Desk personnel Chapter 2 Introduction IBM Tivoli Service Catalog 85 86 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Getting started This part describes the initial use of the product The information in this part enables the reader to create a demonstration or proof of concept around core product functions Copyright IBM Corp 2008 All rights reserved 87 88 Implementing IBM Tivoli Service Request Manager V7 1 Service Catalog Scenarios In this chapter we cover several different usage scenarios for IBM Tivoli Service Request Manager Service Catalog These scenarios provide an understanding of Service Catalog concepts and they describe ways to implement and configure Service Catalog functionalities and processes You can use these scenarios for your planning and deployment strategy Remember that proper planning helps ensure a successful implementation This chapter contains the following scenarios gt Scenario 1

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