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Service model overview

A service model defines the various resources that deliver business services, models their behaviors and functional relationships, and manages the delivery of the resulting services. Designing and building a robust service model enables you to view and change the relationships between the different components in the model, as well as add new components to the model.

Relationships between service components

A physical or logical resource represented in the model is known as a service component instance or component instance. The functional relationship between two resources (component instances) is called a service component relationship or a relationship. These concepts are illustrated in the following figure.

Service model objects

For example, Calbro Services uses an online banking application that supports its customers' ability to access accounts and complete transactions. The relationship between these two items (the online banking application and the actual banking service) is part of the service model.

A service model that relates business services to IT enables IT to pinpoint root causes and prioritize business-critical problems. Understanding what a service is and how it delivers value to the business is the foundation for Service Transition, an ITIL process. In ITIL version 3, IT processes are part of the service lifecycle and IT services are viewed as business assets. The online store depicted in the following figure illustrates that IT is a business asset because the online checkout is only as good as the physical server on which the checkout software resides, or the software itself. If either the hardware or software fails, the user cannot complete his purchase.

Adding CIs and relationships to service models using BMC Atrium CMDB

BMC Atrium Configuration Management Database (BMC Atrium CMDB) is a possible source for service model objects that are used by BMC Service Impact Manager (BMC SIM) and other BSM applications. Understanding service models in general can help you as you plan, populate, and work in BMC Atrium CMDB. Typically, objects used by BMC SIM are discovered using discovery tools. They are reconciled by the BMC Atrium CMDB Reconciliation Engine, and then automatically published to the BMC Impact Manager by using BMC Impact Publishing Server.

You can also use BMC Atrium Explorer to create relationships between CIs for special cases, such as when you have two configuration items (CIs) that were created manually through BMC Atrium Explorer. You can use this method for creating business assets like business service objects and organization objects.

You can use BMC Atrium Impact Simulator whether you use BMC SIM in your environment or not. The Atrium Impact Simulator predicts the impact on CIs by using the impact relationships that you configure within BMC Atrium CMDB. Atrium Impact Simulator can also use the impact relationships configured with BMC Service Impact Manager.

For more information about service models as used in BMC Service Impact Manager, see the BMC Impact Solutions: Service Model Administrator's Guide. For more information about Atrium Impact Simulator, see Simulating the impact of changes to CIs.

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