IBM Global Technology Services IBM Service Management IT

IBM Global Technology Services IBM Service Management IT 최적화를 위한 전제 조건 2007년 4월 11일 오종남 IT Architect, IT strategy and architecture services IBM Global Technology Services © Copyright IBM Corporation 2007

IBM Global Technology Services What CEOs know 성장(Growth)을 이루기 위한 가장 확실한 길은 혁신 (Innovation) 기술(Technology)와 비즈니스의 통합(Integration)이 가장 중요한 것으로 80% 가 응답 비즈니스와 IT 혁신(Innovation) 사이에 갭(Gap )이 존재함 Source: IBM Global CEO Study 2006 2 IBM Service Management | 2020 -10 -03 © Copyright IBM Corporation 2007

IBM Global Technology Services IT와 비즈니스의 융합으로 IT 지출의 대상(What) 및 주체(Who), 그리고 당위성(Why)을 바꾸어 놓고 있습니다. IT Spending Influencers % of IT Spend 80% 70% 68% 57% 60% 50% 40% 60% 43% 40% 32% 30% 20% 10% § 자본(Capital) 중심으로의 회귀 – 충분한 ROI를 내기 위한 비즈 니스와 IT의 밀접한 연계 § CIO 모델의 진화 – 단순히 IT를 운영하는 것이 아닌, 중요 전략과제 수행을 뒷 받침하는 “Business architect” 0% 1997 2000 2004 CIO and IT Executives Line of Business and Non-IT Executives Source: IBM Research, 2004 3 IBM Service Management | 2020 -10 -03 © Copyright IBM Corporation 2007

IBM Global Technology Services 효과적인 비용 투자로 고품질의 서비스를 제공하는 것이 당면한 과 제입니다. § 복잡도 증가: 복합적인 기술과 서 비스 인프라 § 지속적이며 빠른 변화: 산업의 통 합 및 기술의 융합 § 점증하는 비용: 비효율적인 프로세 스, 관리 및 유지 보수 Obstacles to innovation Unsupportive culture Limited funding Internal workforce issues § 컴플라이언스 요구 심화: 부가적인 보안, 규제, 거버넌스 요구사항 Process immaturity § 서비스에 대한 인식 부족: 사람, 프 로세스, 기술, 정보의 사일로(Silo) Inflexible infrastructure Insufficient access to information 0 10 20 30 40 Source: IBM Global CEO Study 2006 4 IBM Service Management | 2020 -10 -03 © Copyright IBM Corporation 2007

IBM Global Technology Services 솔루션: IT를 비즈니스처럼. . (Run IT Like a Business) Meta 그룹은 오늘날 전체기 업의 15% 가 서비스 카탈로 그를 통해 운영된다고 합니 다… … 2008년까지 그 수는 70% 까지 증가될 것으로 예 상됩니다. …결과적으로 고객 만족도 의 30% 향상을 가져올 수 있을 것으로 기대됩니다. 1 6 Customer Orientation Service Catalog Monitor, Report and Refine IBM Service Management 5 서비스관리 프레임워크의 구현을 통해 IT를 수동적이 아닌 능동적인 Strategic 모습으로 변모시켜 고품질의 서비 Sourcing 2 3 4 Service Level Agreements Pricing and 스 제공 및 비즈니스 요구와 연계 Chargebacks 된 역량 확보가 가능하도록 할 수 “Internal service providers are under siege, driven to reduce costs and increase value or 있습니다. Many are responding by modeling themselves after external service face being outsourced. providers: that is, by running themselves as competitive businesses. ” –Gartner 6 IBM Service Management | 2020 -10 -03 © Copyright IBM Corporation 2007

IBM Global Technology Services 효과적으로 비즈니스와 IT 인프라가 적절히 연계되어야 합니다. Business objectives People Competitive Operational efficiency Diminishedadvantage business through performance and effectiveness Business growth service excellence Requirements and planning Information Configuration Technology Other staff Delivery Deployment Continuity and Financial support and Not closed-looped, not automated and fulfillment resilience management assurance Processes data 7 Operations Lack CIO of service context LOB staff Cx. O Apps IBM Service Management | 2020 -10 -03 Asset Billing Operational Datarelationship not shared data or integrated data Data center not Security Voice Silo-specific, integrated Network Compliance data Storage © Copyright IBM Corporation 2007

IBM Global Technology Services IT 서비스의 제공 모델은 서비스의 구성 요소(프로세스/사람/기 술/정보)를 적절히 통하여 서비스의 성과를 측정할 수 있도록 구 성되어야 합니다. Proc 1(Act 1) -> Proc 2 ( Act 3 ) -> Proc 3 ( Act 2 ) -> Proc 4 ( Act 4 ) SLA 달성 고객 Activity 1 Activity 2 Activity 3 Activity 4 Process 1 (ex. Incident Management ) Activity 1 Activity 2 Activity 3 Activity 4 Process 2 (ex. Problem Management ) Activity 1 Activity 2 (by Tool ) Activity 3 Activity 4 Process 3 (ex. Change Management ) Activity 1 Activity 2 Activity 3 Activity 4 Process 4 (Release Management ) IT Service Desk 최종 사용자 External 서비스 비용 지불 Function 1 Internal Function 2 Function 3 Function 4 What With What Who Where When 서비스 제공 구성 요소– 5 Ws 10 IBM Service Management | 2020 -10 -03 © Copyright IBM Corporation 2007

IBM Global Technology Services IBM은 서비스 중심의 접근을 통하여 고객의 환경에 가장 적합한 서비스 관리 모델을 구현합니다 (Run) Technology - Tool Functions - Capability Enablers - Implementation Process Procedures 11 Organization - Skills/Roles - Organization Technology Physical Organization Automate/Support Tools Services Workflow IBM Service Management | 2020 -10 -03 SMFD Measurements System Management Detail Design &Deployment Enterprise Operation Framework Process - Activity/Task - System Management Framework Design IT Infrastructure Library (Build) Implementation Capability Enablers - Design Process Reference Model For IT - Process Model - Functional Organization - IT Architectures Requirement Gaps - Client Value Proposition - Mapped to Business Strategy - Packages Client Deliverables Design Gaps Capability Model Structure METHODOLOGY IT Management & Strategy Delivery Gaps - Vision - Business Drivers - Principles - Wants & Needs Services (Plan) Architecture Governance Balanced Scorecard / Service Gaps Strategy External Influencers - Government Policy - Competition - Customer Preferences SM 3 D © Copyright IBM Corporation 2007

IBM Global Technology Services CBM-Bo. IT & ITSM Adoption Model : 서비스 관리 전략 기획 및 로드맵 수립 모델 CBM for the Business of IT Industry specific CBM Business Administra-tion Directing Business Planning New Business Development Sector Planning Relationship Management Account Planning Servicing & Sales Planning Product Fulfillment Planning IT Customer Relationship Management Financial Control and Accounting Portfolio Planning Directing Controlling Business Unit Tracking Staff Appraisals Staff Administration Sector Management Customer Relations Product Management Credit Assessmen t Product Directory Executing Production Administration Marketing Campaigns Sales Management Sales Credit Administration Customer Dialogue Contact Routing Complianc e Fulfillment Planning Business Enablement Service & Solution Strategy Reconciliation Product Fulfillment Document Management Customer Accounts IT Business Management Business Resilience Business Technology Strategy Business Resilience Strategy Enterprise Architecture Portfolio Management Technology Innovation Controlling General Ledger Business Performance Planning Financial Management Demand Management Business Technology Performance & Value Communications Planning Executing Business Performance Management Human Resources Management IT Financial Management Information and Knowledge Management Continuous Business Operations Regulatory Compliance Integrated Risk Management Security, Privacy & Data Protection Business Resilience Remediation Service and Solution Deployment Development Strategy Deployment Strategy Information Management Strategy Regulatory Compliance Strategy Integrated Risk Strategy Service and Solution Development Services Delivery Strategy Knowledge Management Strategy Information Architecture IT Support Strategy Services and Solutions Lifecycle Planning Change Planning Information Resource Management Release Planning Data and Content Management Service and Solution Creation Change Implementation Knowledge Capture And Availability Service and Solution Maintenance Release Implementation Staff Administration & Development ITSM Adoption Model IT Services and Solution Marketing Supplier and Contract Administration 하나의 비즈니스 컴포넌 트는 비즈니스 기능을 수 행하기 위한 사람, 프로세 스, 정보, 기술의 조합으로 구성됩니다. Operations Planning Infrastructure Resource Planning Services and Solutions Architecture Knowledge Resource Management Service Delivery and Support Services Planning Support Services Management Infrastructure Resource Management Regulatory Compliance Remediation Infrastructure Operations ITSM Adoption Model 은 IT 액티비티 를 4 개의 IT 관리 도메인으로 그룹화하 고 있습니다. 14 IBM Service Management | 2020 -10 -03 © Copyright IBM Corporation 2007

IBM Global Technology Services PRM-IT MODEL: 8개 카테고리 40 개 프로세스로 구성되며 ITIL, COBIT, CMMI 를 포괄하는 IBM의 프로세스 참조 모델 IT Management System ITITManagement. System. Framework ITITManagement System. Design, Developmentand and. Implementation ITITManagement System. Operation ITITManagement. System. Evaluation IT Customer Relationships Stakeholder. Requirements Management Service. Marketingand and. Sales Service Level Management Customer Satisfaction Customer. Satisfaction Management IT Direction • • ITITStrategy ITITResearchand and. Innovation Architecture Management Risk. Management ITITPortfolio. Management Project. Management Solution Development • • Solution Requirements • • Solution Analysis and Design Solution. Analysis and Design Build • • Solution Build Solution Test Solution Acceptance 15 IBM Service Management | 2020 -10 -03 Solution Deployment Change. Management Release. Management Configuration Management IT Operational Services • • Service Execution and Storage Management • • Data and Storage Management • • Event Management • • User Contact Management Incident Management Problem. Management IT Resilience Compliance. Management • • Security Management Availability. Management Capacity. Management Facility. Management ITITService. Continuity Management IT Administration Financial. Management • • Asset Management • • Supplier Relationship Management Service Pricing and Contract. Administration Workforce. Management Knowledge. Management © Copyright IBM Corporation 2007

IBM Global Technology Services PRMIT는 ISO IEC 20000 을 위한 상세한 프로세스 가이드도 제 공합니다. 16 IBM Service Management | 2020 -10 -03 © Copyright IBM Corporation 2007

IBM Global Technology Services ITUP & PRM-IT : PRM-IT 뿐만 아니라 ITIL, COBIT, ISO 20000 등의 다른 참조모델과의 관련정보, 툴 정보를 참조하실 수 있습니다. IBM Tivoli Unified Process – Making ITIL Actionable EMA recommends that any company interested in implementing an ITIL® initiative, download and evaluate the ITUP tool. IBM’s insightful work with ITUP will help jumpstart ITIL® deployment in enterprises where those investments are being made. Source: Enterprise Management Associates (EMA) Product View, “IBM Tivoli Unified Process (ITUP): Connecting the Dots”, May 2006 17 IBM Service Management | 2020 -10 -03 © Copyright IBM Corporation 2007

IBM Global Technology Services 서비스 관리 설계를 함으로써 결과적으로 IT를 최적화할 수 있는 서비스 관리 프레임웍이 구현됩니다. 20 Complete IBM Service Management or Incremental | 2020 -10 -03 © Copyright IBM Corporation 2007

IBM Global Technology Services IBM은 현황 분석, 계획, 설계, 구현의 시스템관리 전 라이프싸이클을 서비스 관리 베스트 프랙티스로 내재화할 수 있는 기반을 제공합니 다. Phase 1: Strategy Technology And Assessment Strategy s ile rm ea Selection es tiv a iti s ha ed in l , c o Pr c je em es en t ag Services People Process Detailed Design an t. M Acquire people Develop curriculum Customize and test tools DEV Assessment n to People Training materials Teachers Customized & tested enabling technologies PILOT Information Development Deployment Define Roles and skill requirements Define tool requirements Process definition based on best practices Governance model Guiding principles Compelling reason to act 21 IBM Service Management | 2020 -10 -03 MACRO DESIGN Define jobs & staffing Workflows Tool customization requirements Select and install base tools DETAILED DESIGN P Phase 3: Implement Solution Phase 2: High Level Design Technology Data Processes Organization High level design © Copyright IBM Corporation 2007

IBM Global Technology Services IBM Service Management는 고객의 요건 및 고충 사항을 우선 순위에 따라 프로세스 기반(Process oriented)의 솔루션으로 접 근합니다. IBM Service Management Best Practices and IBM IT Service Management Implementation Services 1 ITIL을 실현 가능하게 하는 툴, 프로세 스 모델, 전문가 및 서비스 2 IT 프로세스 자동화를 위한 혁신적인 신제품 3 벤더 에코시스템(Vendor Ecosystem)을 지원하는 표준기반의 오픈 플랫폼 Process Management Service Management Platform Operational Management 4 포괄적인 기술 지원 및 심층적인 관리 역량 “With their new Service Management strategy, IBM is now really focused on the big picture – not only delivering tools, but an integrated combination of tools, sharing data through a central database and supporting ITIL processes. ” --- Alex Nettelenbusch, Release Management Commerzbank AG 22 IBM Service Management | 2020 -10 -03 © Copyright IBM Corporation 2007

IBM Global Technology Services IBM은 주요 서비스 관리 역량 확보를 위해 지속적으로 투자하고 있습 니다. Service management for converged networks IBM service management Network performance and wireless* Network management Process management Service management platform Operational management Best practices and services Best Practices Service deployment Automated provisioning IBM Service Management | 2020 -10 -03 Change and configuration management Service asset management Software asset management IT asset management and enterprise asset management Governance and security Software usage metering 23 Service delivery and support Log management and asset monitoring* Internet security © Copyright IBM Corporation 2007

IBM Global Technology Services IBM 서비스 관리 솔루션 - MAXIMO ERP User Interface Service Management ITIL • Problem • Change Knowledge Mgt • Configuration • Release Common Data Repository (CMDB) Devices Business Process Engine CRM • Asset Management • Work Management • Procurement • Discovery • Inventory Management • Contracts • Reconciliation • Planning & Scheduling • Safety GIS Operational and IT Assets Integration Reporting & KPI’s • Incident Corrective Action Standards-based, Service Oriented Architecture 24 IBM Service Management | 2020 -10 -03 © Copyright IBM Corporation 2007

IBM Global Technology Services Maximo IBM 서비스 관리 솔루션 - MAXIMO 컴포넌트 Business Process Mgr Applications User Interfaces Maximo Service Application Portal UIs IT External Incident, Problem, Service Change, Release, etc. Service Request & Or Business Mgmt User Integration Modules Customizable, Service Catalog Bulletin Board, functions Task Lists, etc. )Install & Deploy Service Request, Process Create Requisition, 3 rd Configureparty catalog punch DB out Internal IT Organization Task Database. Execution Views and in Actuate Launch Context Reports Maximo Object DBs Incidents, Assets, Other Users, Notifications, DB Communications Templates, SLAs, KPIs, Actions, etc. CMDB Extended CMDB - Federated Report Work Queue Mgmt Core Applications Notification, SLA, KPI, Domains, Site, Organization, Classification, Managed Environment User Group, Actions, Communications Template, Asset, Bulletin Board, Reconciliation Rule, etc. Existing Product UIs Discovery, Federation, Synchronization, Reconciliation IBM Service Management | 2020 -10 -03 Management Tools Maximo Fusion Controls loading of Applications discovered data into Deployed Assets Resource Virtualization Deployed Assets Naming Conversion rules, Link Rules, Comparison Rules, Link Results, Reconciliation Results, etc. Physical Infrastructure Security Groups, Users, Site and Organization semantics, etc. 25 Planning Tools Common Process Runtime Infrastructure Info Query Monitor Flows (may span across IT and Non-IT) Each MBO can have multiple workflows, workflows can contain Actions, Tooling Job Plans define activities and resources that will be tied to a Work Order and then tracked ITSM Process Managers Dashboard Maximo Start Center Management Objects (MBOs) Maximo Workflows and Job Plans Development Tools Maximo Deployment Development Tools Workflow Designer, Database Configuration, Document Application Designer, Repositories Maximo Enterprise Adapter Best Practices Planning, Deployment, OMP Operations Applications Contract Management, ISV, SI Inventory Management, Enablement Purchasing, Preventive Maintenance, Safety, Calibration, etc. Security Standards © Copyright IBM Corporation 2007

IBM Global Technology Services IBM은 과거부터, 현재까지 서비스 관리 분야의 발전을 위해 대내 외부적으로

IBM Global Technology Services 효과적인 IT 관리 체계 정립은 과연 어떻게 “Best practices”를 이용하여 “Implemented” 상태로 가는가에 달려 있는 것입니다. “we know” “we do” Where and how do we start? Crossing the chasm Strategy, Assess, Plan, Design, Develop, Deploy Consultants, Architects, Specialists, Project Managers, SME’s Best Practices 27 CRUX § a vital, basic, decisive, or pivotal point: The crux of the trial was his whereabouts at the time of the murder. § § something that torments by its puzzling nature; a perplexing difficulty. Implemented —Synonyms 1. essence, heart, core, gist. IBM Service Management | 2020 -10 -03 © Copyright IBM Corporation 2007