1. Service Mapping
Microsoft Operations Framework (MOF)
Mohamed El-Kassas
18/12/2012

2. Introduction
• This Presentation is intended to introduce the
content, structure, development, usage, and
benefits of service maps. It will:
• Show you a service map. It will show you
an example of a complete service map,
including the typical content and structure.
• Demonstrate how to build service
maps. It will provide detailed guidance on
how to get started building a service map as
well as considerations on how to take a
programmatic approach to mapping services
in your service delivery organization.

3. Intended Audience
• This intended for those who have a basic understanding of
Microsoft® Operations Framework (MOF) concepts and
terminology and who are familiar with Microsoft products and
technologies.

4. What Is a Service?
• A means of delivering value to customers .

5. What Is a Service Map?
• A service map is a graphical display of a service that illustrates the
various components upon which successful delivery of that service
relies. These components generally include hardware, software, and
configurable settings or roles
• . A Microsoft-developed best practice, a service map is a
communications tool that illustrates the “what” of a service (its
components and their relationships) as a basis for managing the
“how” of a service (how the service is delivered and controlled to
ensure expected availability, capacity, security, and manageability).

6. Why a Service Map?
• If we want to control the quality of the experience to the user and
customer, we must understand and control all of the components
that make up the service.
• They present a service-centered view of the environment, organizing
technical capability in business-oriented terms.
• They more readily facilitate understanding of complex systems and
component dependencies than text-based documents for both
technical staff and customers.

7. What Does a Service Map Tell Us?
• Hardware streams that make up a service
• Application streams that make up a service
• Types of settings that are needed for the service to function
• Supporting services that are needed to ensure the service stays
available
• Different customers that use the service

8. The Benefits of a Service Map
• For Customer
• For Technical Team

9. Kinds of Data Gathered in the Service
Mapping Process

10. Service Mapping a Restaurant’s Services
• How would you map out a restaurant’s services?
• What “hardware” (host podium, tables)
• What “applications” (seating charts, menus)
• Customers (walk-in, VIP)
• Settings (seating times, specials)
• Supporting Services (seating, order taking)

11. Service Map Content and Structure
. Most services can be decomposed into the five component categories, or
“streams,”

12. Stream Typical components Potential data sources Example
for this service map components
stream
All software associated with a Software data usually Windows
given service including the core comes from service Server® 2008
Software
application itself, any supporting catalogs or software SP2 x64
or dependent applications, portfolios. This also
network and control software, includes any dependent
maintenance software, and software related to the
versioning information. service being mapped.
All servers, network devices, Hardware data can be HP DL 385 G2
storage equipment, and desktop identified through the
Hardware
PCs required for a service to configuration
function, including model and management system
configuration information where (CMS) or other similar
appropriate. sources of configuration
data.

13. Stream Typical components Potential data sources Example
for this service map components
stream
Other services upon which the Service catalogs and DNS and Help
primary service depends. service portfolios are a Desk/Call
Upstream services feed required good source for this type Center/Level-1
input to the service in question, of data.
while downstream services are
Services
fed output from the primary
service. For example, a service
like Exchange or SharePoint will
typically rely on several
downstream services such as
Active Directory®, Backup, and
Service Desk.
The configurable settings Configuration diagrams Server roles such
needed for the service to are an excellent source as Index Server,
function effectively. for setting data since they Query Server, and
Settings
typically include details Database Server
about settings or roles of Domain
other dependent authenticated to
equipment such as server gateway IP
or network devices. address

14. Stream Typical components Potential data sources for Example
this service map stream components
The consumers of the service Design packages Accounts
and relevant information created during payable
about them such as requirements analysis department
department, location, and or the design phase of
Customers
means of contact. This could the service
include specific business management lifecycle
units, geographical regions, or are excellent sources of
classes of users (such as customer data. Service
“Executives”). owners and the service
level manager may also
be able to provide data
about customers.

15. Structure

16. Software Stream

17. Hardware Stream
8. SAN, Hitachi AMS 1000
2. Hardware 15. HP DL 385 G2
15. HP DL 585 G2

18. Services Stream
1. Server OS Support & Patch Mgmt
3. Services 1. VIP Services (F5 Big IP)
2. SQL Server Backup/Restore
3. Desktop Support
4. Help Desk/Call Center/Level-1
5. DNS
5. Active Directory
6. Server Operations
6. Data Center Facility Support
7. SMTP
8. Server Backup (Legato)
8. SAN
9. Network Services (LAN, WAN)
9. Network Monitoring
10. Firewalls
10. Proxy
11. Monitoring
13. ConfigMgr Software Distribution
14. OS Antivirus

19. Customers Stream
All Users
4. Customers VIP Users

20. Settings Stream

21. Building Service Maps
4. Gather
2. Define the 3. Select 5. Establish 6. Maintain
1. Identify the data and
mapping services for service the service
team draw the
template mapping relationships maps
service maps