Manage Rapid Changes and Exceed Service Levels

TECHNOLOGY BRIEF: CA CMDB AND CA SERVICE LEVEL MANAGEMENT
Manage Rapid Change and
Exceed Service Levels

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Table of Contents
Executive Summary
SECTION 1: CHALLENGE 2
Managing Change Efficiently While Optimizing
Resources
Keep Business Services Relevant
Manage and Maintain Customer Satisfaction
Align Resources to Business Requirements
Manage Changes Across the IT Factory
Manage Investments and Costs
Manage Root-Cause Analysis
Defining Component Boundaries for Event
Correlation
SECTION 2: OPPORTUNITY 4
CA CMDB — the Foundation for Effective SLM
A Robust Technology Set Focused on Managing the
SLM “Stack”
A Comprehensive Set of Services
SECTION 3: BENEFITS 9
Enabling a Business-centric IT Approach
SECTION 4: CONCLUSIONS 9
ABOUT CA Back Cover

TECHNOLOGY BRIEF: CA CMDB AND CA SERVICE LEVEL MANAGEMENT 1
Executive Summary
Challenge
Market dynamics, including globalization and constantly changing government and other
regulations, require your business to adopt new competitive models and cost-efficiency
methods in coordination with your customers, suppliers and partners. Likewise, IT must
continuously adjust when conducting business through technology. This organizational
flexibility is essential to maintain a constant balance when achieving strategic objectives,
avoiding risk and reducing costs. Service Level Management (SLM) drives the mediation of
these by balancing demand schedules and fulfillment expectations.
Opportunity
By leveraging ITIL® and CA Configuration Management Database (CMDB), CA solutions
help your organization manage the SLM “stack,” including resources and transactions
consumed from the end-user catalog, the fulfillment process from system to system, and
the individual assets that make up the application portfolio. CA SLM provides a 360-degree
view of all resources needed to properly define, deploy and deliver relevant services to
customers. Simultaneously, performance data is tracked to ensure customer satisfaction
and identify areas for improvement in fulfillment. CA solutions enable your organization to
track and tier the two most common types of agreements: Service Level Agreements (SLA
— A formal, negotiated customer document that comprehensively defines the service
offered) and Operational Level Agreements (OLA — A provider document describing how
IT groups work together to meet IT service level requirements).
Benefits
By leveraging CA SLM with CA CMDB, your IT organization can assist in the definition
of services to be delivered within cost, value and quality tolerances that meet financial,
operational and performance business needs. CA SLM defines availability, costs and
requirements to meet set expectations. It also helps reduce risk associated with scope
creep, architecture design and performance failures.

Managing Change Efficiently While Optimizing Resources
How do you manage and meet customer expectations of IT-based business services when the
applications and underlying technology are constantly changing?
Two common phrases in IT — “Run IT like a business” and “IT Alignment” — share the
objective to make IT investments payoff with discernable business value. However, the keys to
managing each are somewhat different. Running IT like a business focuses on leveraging IT as
a process factory, generating the necessary services to garner business while reducing costs
and increasing quality. IT alignment refers to ensuring that the factory is making the right
things. As a discipline, SLM drives IT by ensuring that the factory produces the right things to a
level of agreed quality and contributes value to the organization. SLM is a catalyst for planning
the work and working the plan.
The challenge to maintaining both ongoing alignment and running IT like a business is to
balance the two primary and conflicting needs that IT faces every day:
• Constantly changing the IT environment to take advantage of market opportunities and
technology efficiencies, while adhering to regulations
• Optimizing the IT resource environment around controlled execution, cost reduction, and
reduced risk of impacts due to unforeseen changes
Market forces demand change while prudent financial controls encourage stability through
the absence of change. Balancing these requirements often leads to management chaos.
Stakeholders view data differently, which results in overlapping decisions that can conflict with
one another and impact the ability to execute changes successfully and maintain a consistent
level of customer satisfaction.
Getting control over this chaos is a prerequisite for introducing a more formal approach to
Service Management. ITIL’s view of SLM focuses on cost, quality and value in a broad approach
to control the level of structure in an organization. Generally speaking, costs are related to
quality — the more quality, the higher the cost. Value is also related to quality, with higher
value perceived based on level of quality. However there is a breakeven point. At a certain point
quality will cost much more than the value it creates. A balance is required, based on the
coordination of IT resources. The combination of these variables and coordination of IT
resources into Services guide the building of an SLM solution.
The ultimate SLM solution consists of appropriate:
• controls with traceable metrics
• visibility, which is established through the construction of a CMDB
• alignment, which is accomplished by applying toolsets that properly coordinate IT resource
activities with an intended purpose, and
• controls created through the application of contracts (e.g. SLA, OLA, etc…).
CA SLM and CA CMDB are designed around these objectives.
SECTION 1: CHALLENGE
2 TECHNOLOGY BRIEF: CA CMDB AND CA SERVICE LEVEL MANAGEMENT

Keep Business Services Relevant
Business services create value. IT supports these services by coordinating tasks relative to
timing, costing, accuracy, flexibility and so on.
From an ITIL standpoint, SLM provides the ability to define value, in quantitative terms for both
the customer and the service provider, such that IT has a specific set of goals it must adhere to.
IT alignment is a continuous process and refers to the IT factory’s ability to manufacture
services the business needs and the market values. SLM drives that process by encouraging
ongoing communication between customers and service providers, and by providing balance
among cost, quality and value.
Manage and Maintain Customer Satisfaction
As a service provider, IT must provide the ability to satisfy customers on an on-going basis.
Part of satisfying customers is to set the appropriate expectations about the delivery of
services, including quality, costs, performance and so on. CA SLM provides the ability to create
and enforce policies defined in an SLA/OLA through ongoing data collection and automation.
It encourages the use of business rules that focus the fulfillment of services in a manner
consistent with customer expectations. It focuses on results not approaches. It also encourages
and supports the use of CA CMDB to be more specific to business value by leveraging
intangible resources like services.
Align Resources to Business Requirements
Assets are only valuable to an organization if they can be applied to services that have value
attached to them. The process of “converting” an asset implies the ability to provision an
asset and assign it a purpose to make it a resource. A set of resources is assigned a goal and
becomes a process, and finally a set of processes form a chain — a service chain — that has
value attached to it. The process of managing each of those levels through a combination of
SLA/OLAs defines how SLM, from an ITIL standpoint, aligns resources to business require-
ments. It’s not only through the mapping stage, but throughout the lifecycle of this process, and
the identification of key relationships stored in the CMDB, that SLM drives the creation of value
from assets. Ultimately CA SLM drives asset management to portfolio management.
Manage Changes Across the IT Factory
According to ITIL, a key SLM ability is to determine service levels that clearly define availability
requirements for business services and the supporting IT infrastructure. As the leading cause
of exceeding “agreed thresholds” for SLA/OLA, unplanned changes need to be eliminated
wherever possible and replaced with a controlled release process. Leveraging CMDB, CA SLM
has a key mechanism that provides necessary information to determine root causes and
impacts related to both planned and unplanned changes.

Manage Investments and Costs
As one of the drivers to manage investments and costs, SLM also manages the contract between
customer and service providers. In particular, CA SLM provides the level of granularity that
helps service providers manage customer expectations. This includes offering tiered fulfillment
plans with alternatives in terms of timing, quality, geography and other factors to assist in
managing the margin between IT costs and value created. It also assists the IT organization in
holding third-party service providers to specific standards and costs as deemed appropriate
based on conversations with the end consumer. Proper combinations of OLA/SLA ensure that
value is created and maintained and that costs are seen as investments.
Manage Root-Cause Analysis
CA SLM directly supports ITIL’s guidance that root cause analysis is critical to determining
the nature of the fault and what requires further investigation. To properly implement this
capability the system must understand the relationship between information within the
infrastructure and the systems/applications/services/customers that depend on that infor-
mation. The system must proactively monitor and not just rely on event streams. It must
distinguish between events and meaningful alarms and it must scale and adapt to the
requirements of growing and dynamic infrastructures.
Defining Component Boundaries for Event Correlation
From a technology perspective CA has found that to actually build a scalable SLM solution
to perform more complex user-defined or SLA driven correlations, it is necessary to define a
concept of boundaries. A boundary often refers to a specific service, or set of services, specific
departments and/or customers, geographical areas, or other factors. A typical IT environment
is subject to potentially thousands of events, so the ability to define a boundary helps control
how these events are inventoried, correlated and processed. Correlations need to be able to
map to higher order concepts such as business services.
CA CMDB — the Foundation for Effective SLM
From an ITIL perspective, SLM is the management discipline used to balance the requirements
of business demands for quality with the cost of fulfilling those ongoing requirements. The
CMDB enables SLM stakeholders to view, manage and control the various resources assembled
and consumed in the delivery of services. CA SLM and CA CMDB work together to reinforce a
constant iterative cycle of agreeing, monitoring and reporting on IT service achievements. In
particular they assist an organization with achieving the following key SLM goals:
• Common understanding by stakeholders of services being provided and quality being
invested in
• Clear understanding of business services available and transparent traceability of supporting
IT resources
• End-to-end visibility of all IT-based business services including associated measurements
related to risk and performance
• 360-degree visibility into how changes to the infrastructure impact key stakeholders and
the business
SECTION 2: OPPORTUNITY

• 360-degree visibility of service performance (against quality levels)
• Improve overall IT productivity now and in the future
• Understanding the cost of the IT Service being provided
To accomplish these goals CA provides the following:
A Robust Technology Set Focused on Managing the SLM “Stack”
CA UNICENTER® SERVICE DESK CA Unicenter Service Desk is a scalable, enterprise-class
support system that bridges information silos and provides visibility into your complete IT
infrastructure. It helps you identify and resolve problems quickly, anywhere among the
thousands of software and hardware elements that comprise your IT environment, before they
disrupt vital business operations.
CA Unicenter Service Desk provides the ability to track and manage SLAs based on requests
types (incident, problem and change requests) and manage escalations as required based on
set thresholds. CA Unicenter Service Desk also provides integration into CA CMDB to identify
root causes and determine impacts as required for change requests.
CA UNICENTER® SERVICE CATALOG CA Unicenter Service Catalog manages the business of IT
as a service provider, from initial service request through fulfillment. It simplifies requests for
your IT services and resources by having a single point of contact to browse available service
offerings, review their request status and history and request new services.
CA Unicenter Service Catalog provides the ability to track specific fulfillment times for services
rendered as well as to provide thresholds for taking actions based on workflow. CA Unicenter
Service Catalog also provides hooks to Service Accounting for tracking usage and Service
Assure for managing contracts related to entitlements and fulfillment.
CA UNICENTER® SERVICE ACCOUNTING CA Unicenter Service Accounting tells you how various
business units use computing resources and how IT service costs are distributed. It supports
standardized cost allocation and chargeback methods. It also generates complete cost
information with usage-based data from external service partners. It charts cost data to help
you project future usage and budget requirements.
CA Unicenter Service Accounting can track and adjust penalties as required based on
performance against set thresholds. Resource usage can be tracked with specific billing rules in
place based on contractual agreements. Invoices can be created based on the quality standards
identified in SLA, OLA and other contracts related to leveraging resources from internal and
external service providers.
CA UNICENTER® SERVICE METRIC ANALYSIS CA Unicenter Service Metric Analysis bridges
the gap between IT operations and business needs. It translates IT metrics into manageable
service level objectives (SLOs) and key performance indicators for service benchmarking and
by facilitating service improvements. It also tracks your IT service performance and resource
availability costs for multiple information silos. CA Unicenter Service Metric Analysis also
presents a unified view of your complete IT infrastructure. It displays key metrics on
performance, response and utilization to identify bottlenecks.

CA Unicenter Service Metric Analysis provides the ability to track the performance of
resources over time and provide warnings, through CA Unicenter Service Desk, when specific
thresholds are not met. It is one of the core tools used for implementing SLM.
CA UNICENTER® SLA MANAGER (FORTHCOMING) CA SLA Manager is being designed to
enhance the capabilities of Service Metrics Analysis by including additional capabilities to
map performance metrics against business drivers and business services. SLA Manager will
provide the ability to define specific metrics and specific aggregate metrics (e.g., Service Level
Objectives) and relate them to contractual policies. It will simplify the collection of data by
leveraging standard performance monitors that are integrated into the supported operating
systems (e.g., Windows Perfmon). It will also streamline and standardize data collection
through an enhanced integration with Unicenter NSM. SLA Manager will play a key role in
establishing a comprehensive SLM view from an infrastructure, application, systems, financial,
customer, user and business point of view.
CA CMDB CA CMDB is a specialized application of configuration information that describes
systems relationships to provide a single system of reference for managing the effects of
change. It can maintain accurate, current information to offer visibility into dependencies and
relationships among applications and network systems that support key business processes.
CA CMDB provides information related to the mapping of services to specific resources, and
resources to assets. It provides context for identifying potential impacts of changes, as well as
provides information relevant to infrastructure interdependencies and dependencies. This is
critical to developing the tiered OLA/SLA as defined by ITIL. An ITIL-based CMDB is one of the
core tools used for implementing SLM.
In addition to being an ITIL-based CMDB, CA CMDB also provides asset configuration
discovery via CA Cohesion®. CA Cohesion automates configuration management and provides
deep visibility into IT services, software components and applications. It can automatically
discover servers on managed network segments and build a comprehensive application view to
establish current configuration settings and parameters, relationships and dependencies. You
can automatically identify and map dependencies among the components supporting a
particular business service. “Snapshot” comparisons enable you to detect the slightest changes
in application components.
CA Cohesion provides the ability to “audit” existing infrastructure to identify unauthorized
configuration changes. Using the patented blueprint technology, CA Cohesion provides the
ability to “discover” and verify existing relationships between various resources and
add/confirm/verify that information in CA CMDB.
CA eHEALTH® CA eHealth maps IT services to business needs, measures actual end-user
experience and manages applications, systems and networks. Real-time management enables
users to quickly find and fix outages and degradations, reducing downtime while increasing
service availability. A database of historical information also enables benchmarking and trend
analysis for proactive capacity planning and higher performance of service. CA eHealth reports
provide comprehensive reports for the purposes of capacity planning, probably fault detection,
and service level documentation.

CA eHealth provides critical tracking and benchmarking of resource performance in several
forms. These forms are defined in terms of carefully crafted metrics and aggregated metrics
that monitor high-level “service” views.
CA SPECTRUM® CA Spectrum is a network fault management solution that performs impact
analysis and root cause analysis for multi-vendor technologies across network, system, and
application infrastructures. At the core of the CA Spectrum solution is Business Service
Intelligence™ — a methodology for understanding the relationships and impact of IT
infrastructure on business services. It delivers technology relationship mapping, impact
analysis and root cause analysis that enables you to evolve your IT organizations from being
tactically reactive to strategically proactive, while improving IT service quality from a customer
and business perspective.
CA Spectrum provides the ability to quickly identify events relevant to specific contractual
parameters identified in an SLA/OLA and that relate to the physical layers of infrastructure.
CA UNICENTER® NETWORK SYSTEMS MANAGEMENT (NSM) CA Unicenter NSM enables
organizations to deploy and optimize a complex, secure and reliable infrastructure that
supports business objectives. It helps ensure continuous health and performance for the critical
infrastructure through innovative and intelligent techniques that enable organizations to control
costs while maintaining or increasing responsiveness to changing business priorities.
CA Unicenter NSM provides the ability to identified the current status of network resources
and track their availability for reporting and verification purposes.
CA WILY CUSTOMER EXPERIENCE MANAGER (CEM) CA Wily CEM provides real-time visibility
and proactive alerts that enable IT to respond immediately to customer transaction problems,
enabling rapid problem identification and resolution based on business priorities. You can
measure service level agreements and detect downward performance trends before they
impact customers by using real-time and historical transaction information.
CA Wily CEM provides the ability to track metrics based on the customer (i.e. demand) side of
a transaction and have them incorporated into an SLA/OLA.
CA WILY INTROSCOPE® CA Wily Introscope provides 24x7 monitoring, incident detection and
notification, rapid triage, root-cause analysis and historical data reporting to help ensure
superior service delivery and successful customer experience.
CA Wily Introscope provides the ability to track metrics based on the operational (i.e.,
fulfillment) side of a transaction and have them incorporated into an SLA/OLA.
CA WILY SOA MANAGER CA Wily SOA Manager allows you to monitor 100% of web services
transactions 24x7 and detect, triage and diagnose web services-related performance issues
throughout the web application environment.
CA Wily SOA Manager provides the ability to track metrics based on the operational (i.e.,
fulfillment) side of a transaction (based on SOA framework) and have them incorporated into
an SLA/OLA.

A Comprehensive Set of Services
In addition to excellent tools that manage all aspects of IT Service Management, there are CA
SLM experts to help ensure that an addition or integration of a CA product is done quickly and
provides the highest value possible. Listed below are the Service Level Management Services:
CA SERVICE SUPPORT MATURITY ANALYSIS This analysis includes a comprehensive assessment
of all ITIL process areas supporting Service Support (Incident, Problem, Change, Release and
Configuration as well as Service Desk)
CA SERVICE DELIVERY MATURITY ANALYSIS This analysis includes a comprehensive assessment
of all ITIL process areas supporting Service Delivery (Service Level, Availability, Capacity, IT
Contingency, and Financial)
CA SLM READINESS ASSESSMENT This offering includes consultation with a senior SLM expert
who has experience with identifying specific SLM goals and mapping them to the various CA
technology sets as well as providing comprehensive reporting, to provide 360-degree views to
management stakeholders.
CA CMDB READINESS ASSESSMENT This offering includes consultation with a senior CA CMDB
expert who has experience mapping configuration management goals to technology,
completing a comprehensive analysis of the risks and benefits of CMDB and implementing
strategies for the customer environment.
CA SERVICE CATALOG READINESS ASSESSMENT This offering includes consultation with a senior
Service Catalog expert who has experience with designing services, from discovery to imple-
mentation, as well as assembling the IT factory and the various roles that require careful
coordination and monitoring.
CA WILY SERVICE QUALITY MANAGEMENT This specialized offering includes the necessary
integrations to quickly provide coordination between CA Unicenter Service Desk, CA Unicenter
Service Metric Analysis, CA Wily Customer Experience Manager and CA Wily Introscope.
CA EVENT TO RESOLUTION READINESS ASSESSMENT This offering helps you analyze the
maturity of your event management operations from an IT and business perspective. It assists
specifically in helping to establish an automated and prioritized event resolution operation that
tracks service availability and performance from a centralized console.
Ultimately the opportunities provided through the use of CA SLM present you with the ability
to manage services end-to-end across the SLM stack, from demand through fulfillment, by the
six dimensions of performance: Competitiveness, Financial performance, Quality of Service,
Flexibility, Resource Utilization and Innovation. CA SLM, with the assistance of SLM experts,
can assist you with design, development and implementation of solutions to cover these
performance areas in a comprehensive and meaningful manner.

Enabling a Business-centric IT Approach
Implementing CA SLM and CA CMDB will provide 360-degree visibility to your IT organization,
extending your capability as a contributor to the business. You will have the tools necessary
to consistently exceed customer expectations of IT-based business services, even as market
dynamics and the technology environment constantly change. With information on how your
IT Services perform, you can set realistic SLA/OLAs goals with your customers to appropriately
set future expectations. CA CMDB provides the information needed to balance demands from
a value perspective with the costs of fulfillment. It will provide flexibility for your IT organization
to adapt its cost models to the business priorities of costs, timing and risk. It bridges the funda-
mental conflict between IT and its customers: to change or not to change. It enables both.
CA solutions provide a robust solution set that has proven itself in many installations over
many years. CA provides SLM-focused technology solutions that work. Just as important is
that these solutions are designed to grow over time with your requirements. It matures as your
organization matures. Its adaptable architecture provides compatibility with other technology,
as well as other best practices outside ITIL that may be leveraged (e.g. CobiT, etc…).
CA SLM keeps business services relevant, providing the means to describe and demonstrate
services that work, and create value to the organization. Finally CA technology is the driver
for balancing the needs for capabilities and financial prudence. It creates the boundaries for
making decisions based on ROI around the business, or specific high-profile projects. It
leverages the governance solutions to provide management visibility, as well as the more
specific operational solutions to provide guidance at individual levels of capabilities.
Launching a SLM initiative is a major undertaking. It is a continual process, rather than a
product to install. It is as much about people and management as it is about process and
architecture. CA SLM and CA CMDB provide a robust mechanism for management to take
charge of IT from a value perspective, while managing the risks of change from an operational
perspective. ITIL marries CA SLM and CA CMDB into a holistic approach to achieving
continual alignment with the business while separately managing IT as a business. This is
about building a robust capability in one world — the world defined in terms of markets and
opportunities.
SECTION 3: BENEFITS
SECTION 4: CONCLUSIONS

CA, one of the world’s largest information technology (IT)
management software companies, unifies and simplifies
complex IT management across the enterprise for greater
business results. With our Enterprise IT Management vision,
solutions and expertise, we help customers effectively
govern, manage and secure IT.
TB05CMDBSLM01E MP323881207
Learn more about how CA can help you
transform your business at ca.com

Manage Rapid Changes and Exceed Service Levels

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