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WIPRO CONSULTING SERVICES

THE NEXT GENERATION CMDB

- ALIGNING IT TO BUSINESS
SERVICE MODELING IS CRITICAL ACROSS INDUSTRIES
TO DELIVER SERVICE CENTRIC VIEW TO THE IT.

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Today, most organizations have high reliance on the IT systems

that support business services. Given rapid growth in technology
options, the IT systems have become increasingly sophisticated,
with multifaceted/ hybrid interdependencies of virtualized, cloud
and outsourced operations that are evolving continuously.
Effective management of dependencies across various technology
components and the value chain starting from business services
to the lowest IT layer dictates the reliability and resilience of
services. Any lapses could affect customer satisfaction, branding,
loss of customer loyalty and revenue downturn in addition to
affecting regulatory requirements.
To address these challenges, organizations should have an
end-to-end view of their IT landscape, from infrastructure to the
business services offered to customers.
Many

organizations

implement

CMDB

(Configuration

Management Database) to acquire a better view of their IT

landscape. However, most of them are unable to realize the effect
of the failure of critical components in the value chain. This
reduces their ability to take proactive steps in order to mitigate
negative business impact. The key reason for this is the lack of
visible relationships between the IT and the Business layer.

CMDB DRIVEN BY SERVICE MODELING

IS THE ANSWER
The solution enables organizations to have a birds eye view on their

Wipro's Service Modelling Framework is a tool agnostic and

complete IT landscape, reduce IT expenditure progressively, reduce

process oriented end-to-end mapping of components in the

deployment and provisioning cycle time, improve turnaround time

Business Layer (Services and Processes) and the IT Layer (Services,

and control IT components and services centrally.

Applications and Infrastructure). It captures their inter-relationships

to establish a Service centric single system of records for an
enterprises IT landscape.

WIPROS SERVICE MODELING CONCEPTUAL

MODEL AND FRAMEWORK
Business
Service
Management

Service
process Layer

Data
Consumers

THE FOLLOWING DIAGRAM DEPICTS THE CONCEPTUAL VIEW OF SERVICE MODELING

IT Service
Management

Enterprise
Architecture

Supported By

IT Automation/
Consolidation

Application/Infra
Portfolio
Management

Monitoring and
Impact Management

Business Services

Other
Processes

Realized By

IT Services

Business Processes
Depends On

Depends On

Depends On

Gets Data
Depends On

Application/
Logical Layer

Reporting and
Analytics

Application(s)

Depends On

Other Applications
Components/Module

Provides data

Depends On

Software Product(s)
Webservers, Middleware etc.
Database(s)

Data
Providers

Infrastructure/
Physical Layer

Runs On
Connected To

Other Infra CIs

Service
Portifolio

Product
Catalogue

Application/Infra
Lifecycle
Management

Server(s)/ Mainframe

Connected To

Network Component(s)

Business
Process
Management

Tool
Landscape

Storage devices

Enterprise
Architecture

Discovery
Agents

Federated
Data Stores

02

DATA CONSUMERS:

DATA PROVIDERS:

The CMDB is at the heart serving as a single system of record for an

All the existing and new sources of data (e.g. Service/Application

enterprise

many

catalogue, Discovery Agents, existing CMDBs, Tools) within IT

Teams/Functions/Processes to deliver IT/Business services and

enterprise will play an important role in CMDB design and

capabilities. CMDB becomes key for most transformation initiatives

implementation. All existing data providers should be identified

like Service Integration, Business Resilience, Business/IT Service

before starting CMDB initiative. This helps in the re-usability of

Management, IT Automation and Consolidation, TCO, Analytics etc.

existing data/info and reduces entire implementation cycle time.

IT

landscape.

It

can

be

used

by

The CMDB design should address all stakeholders, process owners,

business scenarios and use-cases for various data consumers.

THREE LAYERS OF CMDB:

Scope and granularity of Configuration Items (CIs) should be captured in each layer of the CMDB (see #1, 2 and 3 below) for creating a
fit-for-purpose Data Model. This should be decided during the Architecture and Design phase of the implementation.

1. SERVICE AND
PROCESS LAYER
consisting of Business Services, IT
Services, Business Processes.

03

2. LOGICAL/
APPLICATION LAYER
consisting of Application landscape,
both COTS and home
grown application.

3. PHYSICAL/
INFRASTRUCTURE LAYER
consisting of infrastructure
landscape computing devices,
network devices etc.

SERVICE MODELING:
IMPLEMENTATION FRAMEWORK
KEY ELEMENTS OF SERVICE MODELING IMPLEMENTATION FRAMEWORK
FOCUS AREAS
Business Case
Requirements & Use Cases
Stakeholders
Processes
Data
Technology

IMPLEMENTATION PHASES
Strategy & Roadmap
Architecture & Design
Pilot & Rene
Phased Rollout
Operate
Transfer

PRINCIPLES
ENABLERS

PHASES

US AREAS
FOC

KEY ENABLERS
IT Service Management
Enterprise Architecture
Application Lifecycle Management
Business Process Management
Programme & Project Management

SERVICE
MODELING
FRAME WORK

GUIDING PRINCIPLES
Business Justication
Focus on Services
Data Provider/Consumer driven
Data Federation
Consolidate & Collaborate

SERVICE MODELING:
IT LANDSCAPE BEFORE AND AFTER

Business
Services

Business
Processes

IT
Landscape
IT
Applications

Service
Models

IT
Services

IT
Infrastructure

Business
Processes
Activities
Rules

IT Infra
structure
IT Service
Management

IT Applications
Application
Lifecycle
Management
Software
Asset
Management

IT Services
Catalogue
SLAs
OLAs
KPIs

Integration Information

Business
Services
Catalogue
BLAs
CFSs

04

BENEFITS BEYOND TRADITIONAL CMDB

Service Modeling is becoming a necessity across all industries where IT is rapidly changing product and service design, production, sales
and service. These industries can experience benefits of Service Modeling that extend beyond traditional CMDB implementations. The
benefits include:

Single system of record for an enterprises IT landscape

Foundation for TCO and Charge Back models

Measurement and reporting of IT services (SLAs, BLAs, KPIs)

Drive automation across infrastructure and applications

ITSM, BPM and Application Lifecycle Management

Prerequisite and a building block for predictive analytics exercise

(ALM) Traceability

QUANTIFIABLE BENEFITS MAY INCLUDE

Up to 30% reduction in change related

incidents and Right First Time releases

30

Up to 25% reduction in time taken for

service restoration and RCA

Up to 25% reduction in Meant Time to

Resolve (MTTR) for production incidents

20

10

05

Up to 30% reduction in time spent on impact

analysis of changes across IT landscape

Up to 20% reduction in Cycle Time

for designing and architecting new
systems into IT landscape

CASE-STUDY
Wipro was consulted and entrusted with formulating the strategy and roadmap for Service Modeling for a leading
bank in South Africa. Wipro designed and implemented Service Modeling covering multiple application portfolios
cutting across various Technology stacks - Open Systems, Mainframe, SAP, Middleware, etc. The engagement was
done in a Build - Operate Transfer model, in collaboration with multiple business units. This helped the Bank to
achieve end to end visibility of their IT landscape from Services to Applications to Infrastructure. This has delivered
various short term and long term benefits such as enabling Change Impact Analysis, supporting IT Service
Management, laying foundation for TCO (Total Cost of Ownership), driving for IT automation, application
portfolio rationalization, etc.

CUSTOMERS QUOTE

It has been a pleasure working with Sudheer

and the team. They are very knowledgeable and
bring industry best practice into their solutions.
The team drives delivery effectively and builds
good relationships across the client network.
The project was a huge undertaking, but
milestones were effectively managed and the
timelines were met, including the final big one.
There were obstacles on the journey but the
team effectively managed these. I look forward
to the continued partnership between us and
the team.

It is a pleasant experience to work with the

CMDB team. They are delivery focused, share
industry best practice and tailor this to the
needs our organization. They have the client
organizations interests at heart and go the
extra mile to ensure that the solution is
sustainable and fit-for-purpose. They go the
extra mile in ensuring teams within the client
organization are appropriately trained and
understand the solution.

For further information please reach out to [email protected], [email protected]

06

ABOUT WIPRO CONSULTING SERVICES

Wipro Consulting Services (WCS) is a key differentiator for Wipro Limited. WCS consults and leads organizational and business process
transformation to improve performance, increase effectiveness, reduce costs and improve resilience. It introduces leading edge practices and
offers business advisory, business and functional transformation, IT consulting and risk and compliance services to many of the worlds leading
organizations, governments and institutions.

ABOUT WIPRO LTD.

Wipro Ltd. (NYSE:WIT) is a leading Information Technology, Consulting and Business Process Management company that delivers solutions
to enable its clients do business better. Wipro delivers winning business outcomes through its deep industry experience and a 360 degree
view of "Business through Technology" - helping clients create successful and adaptive businesses. A company recognized globally for its
comprehensive portfolio of services, a practitioner's approach to delivering innovation, and an organization wide commitment to
sustainability, Wipro has a workforce of over 150,000 serving clients in 175+ cities across 6 continents. For more information, please visit
www.wipro.com.

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CONSULTING | SYSTEM INTEGR ATION | BUSINESS PROC ESS SER V IC ES

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Wipro Limited 2015

IND/B&T/JAN-JUN 2015