D.7. Service Management and Control

350. Definition: Service Management and Control (SMC) provides a collection of capabilities to coherently manage components in a federated service-enabled information technology infrastructure. SMC tools enable service providers to provide the desired quality of service as specified by the customer. In a federated environment such as the AMN, utilizing common process and data is a critical enabler to management of the network.

D.7.1. Standards

351. To provide federated services the standards listed in Table D.17 should be adhered to.

Table D.17. Service Management and Control Interoperability Standards
ID: Service/Purpose Standards Implementation Guidance
1: Provide Service Management within the AMN.

  • Mandatory: ITIL 2011 update / ISO/IEC 20000

 See also AMN Service Management Framework CONOPS
2: Provide the Control (Governance) required to efficiently and effectively control the AMN.

  • Recommended: ISACA, Control Objectives for Information and related Technology 5 Framework (COBIT 5).

  • Optional: TMForum Framework Business Process Framework (eTOM) Release 1.3.

 COBIT is based on established frameworks, such as the Software Engineering Institute’s Capability Maturity Model, ISO9000, ITIL, and ISO 17799 (standard security framework, now ISO 27001).
3: Network management

  • Mandatory: IETF STD 62: 2002, An Architecture for Describing Simple Network Management Protocol (SNMP) Management Frameworks.

 Details of Simple Network Management Protocol Version 3 (SNMPv3) are defined by IETF RFC 3411 - 3418:2002.
4: SOA Platform SMC Services Web Services for Management:

  • Recommended: Distributed Management Task Force, WS-Management Specification Version 1.0.0 (DSP0226), 12 Feb 2008.

  • Recommended: Distributed Management Task Force, WS-Management CIM Binding Specification Version 1.0.0 (DSP0227), 19 June 2009.

 WS-Management provides a common way for systems to access and exchange management information across the IT infrastructure.
5: Represent and share Configuration Items and details about the important attributes and relationships between them.

  • Recommended: Distributed Management Task Force, CIM Schema version 2.30.0, 27 Sep 2011.

  • Recommended: Distributed Management Task Force, CMDB Federation Specification V1.0.1, 22 Apr 2010.