IT Service Modeling in the Age of Cloud and Containers

IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
Dennis Drogseth
Vice President
drogseth@emausa.com
IT Service Modeling (CMDB/CMS
& DDM) in the Age of Cloud and
Containers

View the On-Demand Webinar
Slide 2 © 2019 Enterprise Management Associates, Inc.
• IT Service Modeling in the Age of Cloud and Containers
On-Demand webinar is available here:
http://info.enterprisemanagement.com/it-service-modeling-in-the-
age-of-cloud-and-containers-webinar-ws
• Check out upcoming webinars from EMA here:
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Featured Speaker
Dennis Nils Drogseth, Vice President, EMA
Dennis joined Enterprise Management Associates in 1998 and currently manages the
New Hampshire office. Dennis brings several years of experience in various aspects
of marketing and business planning for service management solutions. He supports
EMA through leadership in IT Service Management (ITSM), CMDB systems, and
megatrends like advanced operations analytics, cross-domain automation systems,
IT-to-business alignment, and service-centric financial optimization. Dennis also
works over several practice areas to promote dialogue across critical areas of
technology and market interdependencies.

Logistics
An archived version of the event recording will be available at
www.enterprisemanagement.com
• Log questions in the chat panel located on the lower left-
hand corner of your screen
• Questions will be addressed during the Q&A session of
the event
QUESTIONS
EVENT RECORDING

Sponsors

Agenda
• Demographics
• Overall strategic priorities and
deployments
• Best practices, organizational and role
perspectives
• CMDB/CMS perspectives
• Strategic priorities
• Administration
• Technology and integrations
• DDM perspectives
• Strategic priorities
• Administration
• Technology and integrations
• AIOps/IT operations analytics
perspectives
• Buying priorities
• Obstacles, benefits, and success
• Conclusion: dominant findings

INDUSTRY ANALYSIS & CONSULTINGSlide 7 © 2019 Enterprise Management Associates, Inc.
Demographics

Demographic Summary
• 398 respondents: North America, Europe, and Asia
• Qualifiers had CMDB, CMS, or DDM in active deployment
• With some level of active involvement
 Executive/managerial oversight, technical hands-on support, other hands-on-
support, regular ongoing stakeholder
• Five leading verticals
• Manufacturing—computer hardware or networking
• High-technology software
• Financial services
• Retail/wholesale distribution
• Manufacturing (general)

Overall Company Size was Balanced
How many employees are in your company worldwide?
0%
0%
16%
20%
15%
14%
21%
14%
0% 5% 10% 15% 20% 25%
Fewer than 250
250-499
500-999
1,000-2,499
2,500-4,999
5,000-9,999
10,000-19,999
20,000 or more
Sample Size = 398

Overall Strategic Priorities
and Deployments

Strategic Priorities Highlights
• Respondents assigned a high level of importance to service
modeling overall (CMDB, CMS, and/or DDM)
• 47% viewed service modeling as extremely important
• 44% as very important
• 8% as important
• 1% as somewhat important

Application performance management and infrastructure optimization
led for seeing service modeling as “important”
What are your top two reasons for viewing service modeling as important?
20%
19%
15%
15%
14%
14%
14%
13%
13%
12%
12%
12%
10%
10%
7%
0%
0% 5% 10% 15% 20% 25%
Service modeling is critical for effective application performance management
Service modeling is critical for optimizing our infrastructure
Service modeling is critical for cloud migration
Service modeling is critical for supporting our digital transformation initiatives
We need service modeling for change management and planning changes
Service modeling is supporting us in our DevOps initiatives
Service modeling promotes more effective OpEx performance and overall IT governance
We leverage service modeling for context-driven behavioral analysis
Service modeling delivers advantages in combining context with analytics like AIOps
We leverage service modeling for overall IT financial optimization
We are using service modeling to extend our reach into IoT
We leverage service modeling for contextually-aware performance/availability management
We need service modeling for effective asset management
Service modeling is essential for showing attributes, such as ownership or SLA impact
Service modeling is supporting us in our SecOps initiatives
Other
Sample Size = 364, Valid Cases = 364, Total Mentions = 728

88% had a CMDB or CMS, 65% had DDM, 53% had both
Slide 13 © 2019 Enterprise Management
What is currently deployed in your IT organization?
15%
21%
12%
43%
10%
0%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
CMDB
CMS
DDM
CMDB + DDM
CMS + DDM
None of the above
Sample Size = 398

Best Practices, Organizational
and Role Perspectives

ISO Security 27001/27002 and IT Balanced Scorecard led
as best practices, average response = 3.2 options
What best practices are you currently supporting relevant to CMDB/CMS and/or DDM in
your IT organization?
27%
26%
26%
24%
24%
21%
19%
19%
17%
17%
15%
14%
14%
13%
11%
10%
9%
8%
6%
0%
0%
0% 5% 10% 15% 20% 25% 30%
ISO Security 27001/27002
IT Balanced Scorecard
Continuous Operations
Regulatory Compliance (SOX, FISMA, HIPAA, etc.)
Service Integration and Management
Knowledge-Centered Support (KCS)
Six Sigma
CMMI - Capability Maturity Model Integration
ISO 19770-1
Agile/Scrum
COBIT - Control Objectives for Information and Related Technology
PRINCE2 or IPMA (for Project Management)
CSI Benchmarks for AWS
ITIL v2, v3
TOGAF - The Open Group Architecture Framework
Other ISO Security 27xxx
NIST SP800 series
IT4IT
FFIEC
Other
We are not supporting best practices
Sample Size = 398, Valid Cases = 398, Total Mentions = 1,269

Organizational highlights
• Top five areas in IT: (50% of respondents)
• IT operations planning and design
• IT service management (ITSM)/service desk
• IT executive suite
• IT operations (other)
• Application development

Groups we amalgamated for analysis
• Executive Suite/Business: IT executive suite + business analysis = 13%
• Asset/Financial: IT financial management + IT asset management + software asset
management = 12%
• ITSM/Service Desk: + ITSM/beyond the service desk = 18%
• APM/Development: Customer experience/external + user experience/internal +
endpoint management + IT portfolio planning + application development + Q/A test +
application support management = 16%
• Technical/Planning: IT architecture + IT operations planning and design +
automation strategy and management + automation center of excellence +
project/program management = 25%
• Operations/Security: network operations + data center + IT operations/other +
security risk fraud + security/compliance = 19%

CMDB/CMS Perspectives:
Strategic priorities, administration, technology, and integrations

Performance/availability and cloud migration led for CMDB/CMS
use cases, average response = 5 options
What use cases are you currently supporting with your CMDB/CMS?
40%
39%
33%
31%
31%
29%
29%
28%
27%
27%
24%
24%
23%
22%
22%
21%
21%
15%
13%
10%
0%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Performance and availability management
Cloud migration/optimization
Application lifecycle management
Asset management
Security/compliance
Capacity optimization
Security/fraud/risk
Forecasting prediction
Financial optimization
DevOps/release management
Behavioral analysis
Change management
IT governance for OpEx efficiencies
IoT-related use cases
IT transformation
Event troubleshooting and remediation
DevOps/preproduction provisioning
Digital transformation
SecOps (integrated security and operations)
Routine service desk requirements (onboarding, etc.)
Other

Use case perspectives
• Top 5 most problematic use cases
• Performance and availability management
• Security, fraud, risk
• Cloud migration/optimization
• Financial optimization
• Forecasting/prediction
• Top 5 most needed (but not present) use cases
• Cloud migration/optimization (strongly)
• Asset management
• Financial optimization
• Performance and availability management
• Event troubleshooting & remediation

Top ten stakeholder roles supported
(average of five roles supported)
1. IT asset management
2. IT financial planning
3. Operations, data center
4. Operations, network
5. Security/compliance
6. Applications management/support
7. ITSM beyond the service desk
8. Security/fraud/risk
9. Service desk
10. AIOps or IT analytics

Perspectives on CMDB/CMS administration
• On average, 8-10 stakeholders were involved in supporting
CMDB/CMS administration
• With the equivalent of four full-time employees (FTEs) monthly
• How often was the CMDB/CMS generally updated?
• Real time – 20%
• Multiple times per day – 19%
• Daily – 28%
• Multiple times per week – 18%
• Weekly – 9%
• Multiple times per month – 4%
• Monthly – 2%

Technology deployment highlights
• What’s out there?
• Primarily a CMDB = 53%
• Primarily a CMS = 26%
• A CMDB today, moving to a CMS = 21%
• What about DDM integration?
• Fully bidirectional integration = 45%
• Unidirectional: DDM to CMDB/CMS for dynamic currency = 41%
• Unidirectional: CMDB/CMS to DDM for added context = 9%
• No DDM integration = 5%

Bidirectional DDM+CMDB/CMS integration strongly
correlated with success
69%
23%
6%
1%
46%
43%
8%
4%
19%
54%
15%
13%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Yes, we have bidirectional integration with DDM
capabilities for currency and context
Yes, we have unidirectional integration with
DDM capabilities to keep our CMDB/CMS current
Yes, we have unidirectional integration with
DDM capabilities to enrich DDM with added
context
No, we do not have DDM integration
Extremely successful Very successful Successful + somewhat successful
Sample Size = 328

Top 10 data sources for the CMDB/CMS
(out of 25, average of 5.5 per respondent):
1. IT governance/efficiency-related data repository
2. Asset management database
3. Software license data resources
4. Data on infrastructure utilization
5. Spreadsheet data
6. Application portfolio-related data
7. Internet of Things (IoT)-specific data
8. Operational sources (events, logs, transactions, etc.)
9. User experience management-related data
10. Inventory or discovery tools

Top 10 automation integrations: average of 4.5 supported
1. Workflow within and across IT
2. Workflow in support of partner and service provider interdependencies
3. Standard service desk workflows
4. Enterprise service management workflows
5. Niche configuration tools (e.g., Chef, Puppet, etc.)
6. Runbook or IT process automation
7. Patch management
8. Automated event remediation
9. Automation in support of software asset management
10. Automation in support of infrastructure inventory/discovery

AIOps led as the primary CMDB/CMS-analytic integration,
big data and cloud cost/security analytics followed
Of your CMDB/CMS supported analytics integrations, which one is your primary analytic
integration?
15%
12%
12%
11%
10%
10%
9%
8%
8%
6%
0% 2% 4% 6% 8% 10% 12% 14% 16%
AIOps/IT operations analytics
Big data
Cloud cost and security analytics
Business planning-related analytics
Asset management/financial planning analytics
Security-related analytics
Customer experience-related analytics
Capacity optimization analytics
Analytics in support of DevOps, or CI/CD
IoT-related analytics
Sample Size = 291

DDM Perspectives:
Strategic priorities, administration, technology, and integrations

78% of respondents had more than one DDM solution, 20% had more than four:
administration requirements for all DDM in play paralleled those for CMDB/CMS
Do you have one or multiple DDM solutions?
22%
30%
27%
12%
3%
5%
0% 5% 10% 15% 20% 25% 30% 35%
We have one DDM solution
We have two DDM solutions based on use case
We have three DDM solutions based on use case
We have four DDM solutions based on use case
We have five DDM solutions based on use case
We have more than five DDM solutions based on
use case
Sample Size = 205

Top 10 use cases for DDM
1. Performance and availability management
2. Forecasting, prediction
3. Asset management
4. Cloud migration/optimization
5. Application lifecycle management
6. Financial optimization
7. Change management
9. Behavioral analysis
10.Capacity optimization

Top 10 stakeholders for DDM
1. IT asset management
2. Operations—data center
3. Operations—network
4. IT financial planning
5. Application management/support
7. Service desk
8. ITSM beyond the service desk
9. End-user experience management teams
10.Technical support/architect/engineer

Leading 12 application types:
average of 4 types supported among an average of 50 applications
1. Internal web applications
2. Third-party SaaS
3. External (e-business, e-commerce) web applications
4. IT services delivered to client organizations
5. Hybrid applications spanning public and private cloud
6. API-connected applications
7. Internal SaaS applications
8. Advanced web applications (Web 2.0)
9. Packaged internal productivity/business applications
10. Native cloud (optimized for virtualization)
11. Custom-developed applications
12. Native cloud (microservices and containers)

Networking as a service led for non-application-specific DDM
supported services, average response = 2.25 options
What types of services other than applications are supported by your DDM solution(s)?
38%
38%
50%
40%
34%
23%
0%
2%
0% 10% 20% 30% 40% 50% 60%
Storage as a service
Virtualized storage as a service
Networking as a service
Virtualized compute as a service
Virtualized network (SDN) as a service
Business services comprised of multiple
applications as a service
Other
None. Our DDM solutions are centered only in
application services

AIOps/IT Operations Analytics
Perspectives

AIOps was active or in deployment in 84% of
respondent IT organizations
To what degree is AIOps, IT operations analytics, or some form of advanced IT analytics
(AIA) a part of your environment?
37%
47%
13%
3%
0% 5% 10%15%20%25%30%35%40%45%50%
AIOps/AIA, or IT operations analytics, is
currently a major initiative
AIOps/AIA, or IT operations analytics, is in
progress
planned for the future
We currently have no plans for AIOps/AIA or IT
operations analytics
Sample Size = 398

AIOps/IT analytics showed a strong affiliation with more
progressive CMDB/CMS and DDM deployments
• Having AIOps actively deployed strongly skewed to:
• Support for more use cases
• Support for more stakeholders
• More automation integrations
• More analytics integrations
• More benefits achieved

Having AIOps in play also strongly correlated with success
To what degree is AIOps, IT operations analytics, or some form of advanced IT analytics
(AIA) a part of your environment? by How effective do you believe you've been in your
current service modeling initiative in terms of achieved strategic benefits?
51%
38%
9%
2%
41%
47%
9%
3%
18%
55%
22%
4%
0% 10% 20% 30% 40% 50% 60%
currently a major initiative
AIOps/AIA, or IT operations analytics, is in
progress
planned for the future
We currently have no plans for AIOps/AIA or IT
operations analytics
Extremely successful Very successful Successful + somewhat successful

Buying Priorities

Top ten buying priorities for service modeling overall
(out of 17)
1. Support for IoT
2. Core application/infrastructure awareness
3. Breadth of analytics support
4. Support for DevOps
5. Support for public cloud
6. Breadth of automation support
7. Flexibility in terms of customization
8. Fast time to value
9. Automated data assimilation/reconciliation
10. Dynamic currency

Different priorities surfaced when asked about
existing investments
What do you like most about your existing service modeling investments?
17%
17%
16%
15%
15%
15%
14%
11%
11%
11%
10%
10%
9%
9%
9%
6%
6%
0%
0% 2% 4% 6% 8% 10% 12% 14% 16% 18%
Easy integrations with automation/breadth of automation support
Flexibility in terms of customization
Support for IoT
Core application/infrastructure awareness
Fast time to value
Support for cloud operations
Support for DevOps
Support for public cloud
Support for private cloud
Proven levels of vendor support/services
Dynamic currency
Easy integrations with analytics/breadth of AIOps support
Automated data assimilation and reconciliation
Breadth of stakeholder support
Minimal ongoing administrative overhead
Support for SecOps
Persona-aware reporting
Other

Obstacles, Benefits, and Success

Leading obstacles in deploying and supporting
service modeling initiatives
What were three major obstacles in deploying or supporting your service modeling-
related (CMDB/CMS, DDM) initiatives?
25%
20%
20%
18%
17%
16%
16%
16%
16%
15%
15%
14%
14%
13%
12%
12%
11%
11%
10%
9%
0%
0% 5% 10% 15% 20% 25% 30%
Product costs and complexity
Deployment complexity - heavy lift to get up and running
Organizational conflicts within IT
Resistance to change
Organizational change
Lack of effective skillsets
Data management processes and resources
Lack of financial resources
Lack of support for public cloud
Inconsistent, incomplete, or inaccurate data
Overhead/complexity for ongoing administration
Understanding and setting use case priorities
Products cannot stay current
Lack of resources to support rollout
Products not fully baked yet
Products can't scale to current needs
Low level of trust/confidence in accuracy/recommendations
Insufficient headcount
Lack of support for containers
Lack of support for microservices
Other

Top 10 benefits achieved from service modeling
deployments
1. Improved end-user/customer satisfaction
2. Improved IT operational efficiencies
3. Cost savings across IT
4. Cost savings beyond IT
5. Digital transformation
6. More effective/predictable incident response
7. More effective overall incident remediation
8. More effective support for service desk requests
9. More effective change management
10.More effective release management

Success in unifying IT strongly correlated with success in
achieving overall strategic benefits
How effective do you believe you've been in your current service modeling initiative(s) in
terms of unifying IT for improved operational efficiencies?
by
How effective do you believe you've been overall in your current service modeling initiative
in terms of achieved strategic benefits overall?
60%
37%
3%
9%
74%
17%
1%
29%
71%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Extremely successful
Very successful
Successful + somewhat successful
Extremely successful Very successful Successful + somewhat successfulSample Size = 398

Success and the “More Syndrome”
• Success correlated with:
• More use cases
• More stakeholder roles
• More support for best practices
• More analytics integrations
• More automation integrations
• More types of dependency mapping capabilities

Conclusion: A Few Key Findings

Key takeaways
• More than half (53%) of the respondents had DDM deployed along
with either a CMDB or a CMS
• Most had more than 2 DDM deployments, with 20% having more than 4
• Bidirectional CMDB/CMS-DDM integration correlated strongly with
success
• Both CMDB/CMS deployments and DDM deployments indicated an
average of 5 use cases
• With performance and availability management leading

Key takeaways
• 80% indicated AIOps/IT analytics was either active or in
deployment
• Which correlated strongly with success
• Those most successful also followed EMA’s “More Syndrome”
• More use cases, stakeholder roles, integrations, asset data, best
practices, etc.
• Service modeling evolves in context with other technologies, and
vice versa

Since service modeling touches many stakeholders differently. A lot
depends on whom you talk to...
• …on what’s valuable, success rates, and who owns decision-making

Questions?
Get the full report at http://bit.ly/34aeFOu

IT Service Modeling in the Age of Cloud and Containers

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