LAB: CA Service Catalog

advanced service builder

concepts, theory and practice

Drive Business Value with Service & Portfolio Management

PS303LN

LAB: CA Service Catalog

advanced service builder
concepts, theory and practice
Eric J. Feldman
CA Technologies

abstract

Eric J. Feldman
CA Technologies, Sr. Principal Product Marketing Manager
Service Builder is the service definition and modeling function of
CA Service Catalog. In this lab, you will learn advanced
techniques including constructing multiple physical catalogs to
support a multi tenant or MSP model, inheritance methods,
service modeling, creating multiple chargeback models, passthrough catalogs and service bundling.

agenda

Service structure
Catalog access
Physical catalogs
Inheritance
Service modeling
Service costs and pricing
Service bundles

what Is a service?

Definition is unique to each organization

An application
An assetmay be tangible or intangible

Host, system, or network

Database
Project
A bundle of any or all the above

A service provider deliverable

A business process enabled by a service provideroften an IT
entity

what is a service provider?

An entity that fulfills a function for another

IT department
Network access, hosting, or applications

HR department
Benefits, payroll

Legal department
Contracts, regulatory compliance

Individual
CPA, doctor, plumber, hair stylist

Business
ISP/MSP, outsourcers, integrators

CA Service Catalog Architectural Overview

CA Service Catalog
Request Management
Automated Provisioning

IT Costing and Billing

Financial Management

Common Components
Organization
Measurement Automation
Presentation
Model
Data Import

Orchestration

Metric
Aggregation

Event Rule
Management

Data Mediation

Scheduler

Integration

Service
Definition

MDB
EEM
Tomcat

Dynamic UI
Engine

Web Services

Accounts

Dashboards

XML
Import/Export

IT PAM

Users

Reporting

Direct API

Licensing

Business Units

Service Builder

JRE

CA Service Catalog how does it work?

Request Management
[ End User
DELIVER TO
ENDUSER

SUBMITTED

PENDING APPROVAL

Approving
Manager

ORDERED

APPROVED

RECEIVED

Procurement
PROCUREMENT NEEDED

COMPLETE
PENDING FULFILLMENT

Asset manager
CHECK AVAILABILITY

YES

CHANGE ORDER CREATED

Helpdesk/Technician

IN WAREHOUSE?

FILLED FROM INVENTORY

Asset manager
CHECK AVAILABILITY

CA Service Catalog how does it work?

Financial Management
Enter Service
Costs or Prices

Define
Services

Business
Analyst

Capture
consumption

Data Mediation

Financial Manager

Billing Statements
and Invoices

Process Bill Run

Apply Usage Data

to Costs and Prices

Apply SLA and

General Adjustments

Auditor

Aggregation

CA Service Catalog how does it work?

Automation Management
User raises requests for
physical / virtual resources

Users manager reviews and

approves the request

SUBMITTED

PENDING APPROVAL

SERVICE CATALOG

Charge-back user / BU based on

usage through service
accounting

Virtual Automation
provisions the resources and
notifies Service Catalog

APPROVED

COMPLETED
PENDING FULFILLMENT

SERVICE ACCOUNTING

VIRTUAL
AUTOMATION

service builder capabilities

Defines a portfolio of services

Selectively publish by business unit, role, or group
Include multiple attributes text, graphics, forms, prices, costs, service
levels, metrics
Supports multiple physical catalogs even one per business unit

Services meaningful to the business

Descriptive: Service definitions in business terms
Financial: Associate appropriate rates and service costs
Measurable: importation of usage data for billing and also integration
with CA Business Service Insight for tracking against SLA contracts and
importation of usage data
Actionable: Integration with the Events-Rules-Actions function or CA
Process Automaton

service builder capabilities (continued)

Integrated financial management

Cost allocation of subscribed services based on a rate or usage
Direct and indirect costs
Activity-based costing
Chargeback using published rates
Service usage association against defined costs
Integration with CA Business Service Insight
Measurement of service performance against contracts
Helps set expectations and measures service delivery
Credit for service level violations with CA Business Service Insight

Integration with Reservation Manager

Automatically pass request values to provision virtual machines
Charge for cloud services based on time or metrics

service builder architecture

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service definition to technology mapping

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request and subscription services

Request services
Typically employs user self-selection or a proxy request by a manager on
behalf of a user
Enables physical, logical, and informational types of requests
Implies a one-time event
Request examples: select a new computer, access to an application, ask
for a document

Subscription services
Automatically delivers a standard set of services according to a prearranged SLA or policy
Implies an ongoing delivered service
Subscription examples: Email service, online or backup storage, health
club membership
Typically used for enterprise chargeback

request and subscription services (continued)

Combination
A request that enables the delivery of a subscription
Examples: New Hire service offering that requests a new PC and an
email account, request access to a file share that charges a monthly fee
based on size

Conceptual differences
Request model
Enables a user to proactively select wanted or required services
Enables supply and demand management
Focuses on service offering and process

Subscription model
Enables a manager to select services on behalf of a LOB
Enables an IT organization to provide a required set of services to a business
Enables demand management
Focuses on service offering, price, and usage

Service Builder Definitions

Available date sets the date when the service is available for
request or subscription
Set permissions controls access to services via ACLs
Pass through catalog enables multiple business units to offer
unique, copied, or inherited
Inheritance create a semi-persistent relationship between
two services

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Service Builder Definitions

Service templates any service or service option group can be

used to model any number of future offerings
Service costs defined in Budget and Planning module to be
referenced in a service option element
Service pricing flat rate, or usage based charges directly
entered in a service option element
Service bundling combining any number of service option
elements to create a new service

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Q&A

thank you

Related Technologies
Booth 441 CA Service Catalog, CA Technologies
Booth 444 CA Business Service Insight, CA Technologies

Session # PS303LN
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