Service oriented IT management, part 1: What is an IT Service?
When working with System Center Operations Manager (and Service Manager in the near future) at customers, I talk a lot about IT Services. How they should think of and act on IT Services instead of servers or boxes.
The first thing we do in that process is baseline what an IT Service is. Is it a delivery from the Service Desk? Is it a process on a server? Something else? According to ITIL's service delivery: “A service is one or more systems which enable a business process”.
The Microsoft Operations Framework (MOF) uses that definition for IT Service as well in their Operator phase, specifically in the Monitoring and Control service management function:
Now that we're all on the same page we can move on to the next step. But what is the next step? Well, looking at how MOF defines the steps for the Monitoring and Control service management function we should define the IT Service:
This will help us determine what is required to monitor the health of the service. We should identify needs and dependencies, breaking down the service into steps to ensure accurate monitoring. This information is used to create a health model, which defines whether a system is healthy—that is, operating within normal conditions—or if it has somehow failed or degraded. This model becomes the basis for system events and instrumentation on which monitoring and automated recovery are built. This process includes the following activities:
• Define the IT service to be monitored.
• Prepare the service component health model.
• Review the reliability requirements.
In the next installment of this series we will look at these steps in more detail and how this relates to System Center Operations Manager and System Center Service Manager.
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