Business Services
Business services represent the customer-facing or business-critical capabilities that your organization provides. In NopeSight, business services are mapped to their underlying technical components, providing a clear view of how technology supports business operations.
Business Service Definition
Service Hierarchy
Service Attributes
business_service:
identification:
id: "BS-001"
name: "Customer Order Management"
description: "End-to-end order processing and fulfillment"
category: "Revenue Generating"
business_attributes:
owner: "VP of Operations"
department: "Operations"
cost_center: "CC-4500"
revenue_impact: "$50M annually"
user_base: "100,000 active customers"
criticality:
level: "Mission Critical"
rto: "15 minutes" # Recovery Time Objective
rpo: "5 minutes" # Recovery Point Objective
availability_target: "99.99%"
compliance:
requirements:
- "PCI-DSS Level 1"
- "SOX Compliance"
- "GDPR"
audit_frequency: "Quarterly"
lifecycle:
status: "Production"
launch_date: "2020-01-15"
last_review: "2024-01-10"
next_review: "2024-04-10"
sunset_date: null
Service Modeling
Business Process Mapping
class BusinessProcessMapper:
def map_business_process(self, process_name):
"""Map business process to technical components"""
process = {
'name': process_name,
'steps': [],
'components': [],
'data_flows': [],
'decision_points': []
}
# Define process steps
steps = self.define_process_steps(process_name)
for step in steps:
# Map step to technical components
technical_mapping = {
'step': step.name,
'description': step.description,
'actors': step.actors,
'systems': self.identify_systems(step),
'data_inputs': step.inputs,
'data_outputs': step.outputs,
'sla': step.sla_requirements
}
# Identify component dependencies
for system in technical_mapping['systems']:
components = self.discover_system_components(system)
technical_mapping['components'] = components
# Trace data flow
data_flow = self.trace_data_flow(
step.inputs,
step.outputs,
components
)
technical_mapping['data_flow'] = data_flow
process['steps'].append(technical_mapping)
# Build complete component map
process['component_map'] = self.build_component_map(process['steps'])
# Identify critical paths
process['critical_paths'] = self.identify_critical_paths(process)
return process
Service Component Mapping
Service Component Mapping:
Customer Portal Service:
Business Functions:
- User Registration
- Product Browsing
- Order Placement
- Order Tracking
- Customer Support
Technical Components:
Frontend:
- Web Application (React)
- Mobile Apps (iOS/Android)
- CDN (CloudFront)
API Layer:
- API Gateway
- Authentication Service
- Customer API
- Order API
- Product API
Business Logic:
- Order Management Service
- Inventory Service
- Pricing Service
- Notification Service
Data Layer:
- Customer Database
- Product Catalog
- Order Database
- Session Store
External Services:
- Payment Gateway
- Shipping Provider API
- Email Service
- SMS Gateway
Service Modeling Framework
class BusinessServiceModel:
def __init__(self, service_id):
self.service_id = service_id
self.components = []
self.capabilities = []
self.dependencies = []
def define_service(self):
"""Complete service definition"""
return {
'metadata': self.get_metadata(),
'capabilities': self.define_capabilities(),
'components': self.map_components(),
'dependencies': self.identify_dependencies(),
'data_model': self.define_data_model(),
'integration_points': self.map_integrations(),
'quality_attributes': self.define_quality_attributes()
}
def define_capabilities(self):
"""Define business capabilities"""
capabilities = []
# Example for e-commerce service
capabilities.extend([
{
'name': 'Product Search',
'description': 'Search and filter products',
'business_value': 'Enables customers to find products',
'technical_implementation': {
'components': ['Search Service', 'Product API'],
'technologies': ['Elasticsearch', 'Redis Cache'],
'performance_requirements': {
'response_time': '< 200ms',
'concurrent_users': '10,000'
}
}
},
{
'name': 'Shopping Cart',
'description': 'Manage items for purchase',
'business_value': 'Facilitates purchase process',
'technical_implementation': {
'components': ['Cart Service', 'Session Store'],
'technologies': ['Redis', 'Node.js'],
'data_retention': '7 days'
}
},
{
'name': 'Payment Processing',
'description': 'Process customer payments',
'business_value': 'Revenue collection',
'technical_implementation': {
'components': ['Payment Service', 'Fraud Detection'],
'technologies': ['Payment Gateway API', 'ML Models'],
'compliance': ['PCI-DSS']
}
}
])
return capabilities
def map_components(self):
"""Map technical components to capabilities"""
component_map = {}
for capability in self.capabilities:
components = self.discover_capability_components(capability)
for component in components:
if component.id not in component_map:
component_map[component.id] = {
'component': component,
'capabilities': [],
'criticality': 'medium',
'dependencies': []
}
component_map[component.id]['capabilities'].append(capability.name)
# Update criticality based on capability importance
if capability.is_critical:
component_map[component.id]['criticality'] = 'high'
return component_map
Service Catalog Management
Service Catalog Structure
Service Catalog:
Categories:
Customer Facing:
- Online Shopping
- Customer Support
- Account Management
- Mobile Banking
Internal Services:
- Employee Portal
- Inventory Management
- Financial Reporting
- HR Systems
Infrastructure Services:
- Email Service
- File Storage
- Database Services
- Authentication
Service Attributes:
- Service ID
- Name and Description
- Business Owner
- Technical Owner
- Status (Active/Deprecated)
- Version
- Dependencies
- SLAs
- Cost Model
- Documentation Links
Service Catalog API
class ServiceCatalogManager:
def __init__(self):
self.catalog = ServiceCatalog()
self.validator = ServiceValidator()
def register_service(self, service_definition):
"""Register new business service"""
# Validate service definition
validation_result = self.validator.validate(service_definition)
if not validation_result.is_valid:
raise ValidationError(validation_result.errors)
# Create service entry
service = BusinessService(
id=self.generate_service_id(),
name=service_definition['name'],
description=service_definition['description'],
category=service_definition['category'],
owner=service_definition['business_owner']
)
# Map technical components
for component in service_definition['components']:
mapped_component = self.map_component(component)
service.add_component(mapped_component)
# Define SLAs
service.slas = self.create_slas(service_definition['sla_requirements'])
# Set compliance requirements
service.compliance = service_definition.get('compliance', [])
# Add to catalog
self.catalog.add_service(service)
# Trigger discovery
self.trigger_service_discovery(service)
return service
def create_service_version(self, service_id, changes):
"""Create new version of existing service"""
current_service = self.catalog.get_service(service_id)
# Create new version
new_version = current_service.create_version()
# Apply changes
for change in changes:
if change.type == 'add_component':
new_version.add_component(change.component)
elif change.type == 'remove_component':
new_version.remove_component(change.component_id)
elif change.type == 'update_sla':
new_version.update_sla(change.sla)
# Validate new version
if self.validator.validate_version(new_version):
self.catalog.add_version(service_id, new_version)
# Plan migration
migration_plan = self.create_migration_plan(
current_service,
new_version
)
return new_version, migration_plan
raise ValidationError("Invalid service version")
Service Lifecycle Management
Lifecycle States
Lifecycle Automation
class ServiceLifecycleManager:
def __init__(self):
self.states = ServiceLifecycleStates()
self.workflows = LifecycleWorkflows()
def transition_service(self, service_id, target_state):
"""Manage service state transitions"""
service = self.get_service(service_id)
current_state = service.lifecycle_state
# Validate transition
if not self.is_valid_transition(current_state, target_state):
raise InvalidTransitionError(
f"Cannot transition from {current_state} to {target_state}"
)
# Execute pre-transition checks
checks = self.get_transition_checks(current_state, target_state)
for check in checks:
result = check.execute(service)
if not result.passed:
raise TransitionBlockedError(result.reason)
# Execute transition workflow
workflow = self.workflows.get_workflow(current_state, target_state)
transition_result = workflow.execute(service)
if transition_result.success:
# Update service state
service.lifecycle_state = target_state
service.last_transition = datetime.now()
# Trigger post-transition actions
self.execute_post_transition_actions(service, target_state)
# Notify stakeholders
self.notify_transition(service, current_state, target_state)
return transition_result
raise TransitionFailedError(transition_result.error)
def plan_service_retirement(self, service_id):
"""Plan service retirement"""
service = self.get_service(service_id)
retirement_plan = {
'service': service_id,
'current_users': self.get_service_users(service_id),
'dependencies': self.get_dependent_services(service_id),
'migration_targets': self.identify_migration_targets(service),
'timeline': self.create_retirement_timeline(service),
'risks': self.assess_retirement_risks(service)
}
# Create migration strategies
for dependent in retirement_plan['dependencies']:
strategy = self.create_migration_strategy(dependent, service)
retirement_plan['migration_strategies'][dependent.id] = strategy
# Communication plan
retirement_plan['communication'] = self.create_communication_plan(
service,
retirement_plan['current_users']
)
return retirement_plan
Service Performance Management
KPI Definition
Service KPIs:
Availability:
- Uptime percentage
- Planned downtime
- Unplanned outages
- MTBF (Mean Time Between Failures)
Performance:
- Response time (p50, p95, p99)
- Throughput (requests/second)
- Error rate
- Success rate
Business Metrics:
- Transaction volume
- Revenue processed
- User satisfaction (NPS)
- Cost per transaction
Operational:
- Incident count
- MTTR (Mean Time To Repair)
- Change success rate
- Automation percentage
Performance Monitoring
class ServicePerformanceMonitor {
constructor(serviceId) {
this.serviceId = serviceId;
this.metrics = new MetricsCollector();
this.thresholds = this.loadThresholds(serviceId);
}
async monitorService() {
const service = await this.getService(this.serviceId);
const components = service.getComponents();
// Collect component metrics
const componentMetrics = await Promise.all(
components.map(component => this.collectComponentMetrics(component))
);
// Aggregate to service level
const serviceMetrics = this.aggregateMetrics(componentMetrics);
// Calculate KPIs
const kpis = {
availability: this.calculateAvailability(serviceMetrics),
performance: this.calculatePerformance(serviceMetrics),
reliability: this.calculateReliability(serviceMetrics),
efficiency: this.calculateEfficiency(serviceMetrics)
};
// Check against thresholds
const violations = this.checkThresholds(kpis);
if (violations.length > 0) {
await this.handleViolations(violations);
}
// Store metrics
await this.storeMetrics(serviceMetrics, kpis);
return {
metrics: serviceMetrics,
kpis: kpis,
health: this.calculateHealthScore(kpis),
violations: violations
};
}
calculateHealthScore(kpis) {
// Weighted health score calculation
const weights = {
availability: 0.4,
performance: 0.3,
reliability: 0.2,
efficiency: 0.1
};
let score = 0;
for (const [metric, weight] of Object.entries(weights)) {
score += kpis[metric].score * weight;
}
return {
score: score,
rating: this.getHealthRating(score),
trend: this.calculateTrend(score)
};
}
}
Service Cost Management
Cost Model
class ServiceCostModel:
def __init__(self, service_id):
self.service_id = service_id
self.cost_drivers = self.identify_cost_drivers()
def calculate_service_cost(self, period='monthly'):
"""Calculate total cost of service"""
costs = {
'infrastructure': self.calculate_infrastructure_cost(period),
'licenses': self.calculate_license_cost(period),
'personnel': self.calculate_personnel_cost(period),
'third_party': self.calculate_third_party_cost(period),
'operational': self.calculate_operational_cost(period)
}
# Add indirect costs
costs['overhead'] = self.calculate_overhead(costs)
# Total cost
total_cost = sum(costs.values())
# Cost per transaction/user
usage_metrics = self.get_usage_metrics(period)
return {
'period': period,
'total_cost': total_cost,
'cost_breakdown': costs,
'cost_per_transaction': total_cost / usage_metrics['transactions'],
'cost_per_user': total_cost / usage_metrics['active_users'],
'cost_drivers': self.analyze_cost_drivers(costs),
'optimization_opportunities': self.identify_cost_optimizations(costs)
}
def calculate_infrastructure_cost(self, period):
"""Calculate infrastructure costs"""
service = self.get_service(self.service_id)
components = service.get_components()
infra_cost = 0
for component in components:
# Compute resources
if component.type == 'server':
infra_cost += self.calculate_server_cost(component, period)
elif component.type == 'database':
infra_cost += self.calculate_database_cost(component, period)
elif component.type == 'storage':
infra_cost += self.calculate_storage_cost(component, period)
# Network costs
infra_cost += self.calculate_network_cost(component, period)
return infra_cost
Cost Optimization
Cost Optimization Strategies:
Infrastructure:
- Right-sizing resources
- Reserved instance planning
- Spot instance usage
- Auto-scaling optimization
Licenses:
- License pooling
- Usage-based licensing
- Open source alternatives
- Negotiation opportunities
Operational:
- Automation increase
- Process optimization
- Incident reduction
- Self-service enablement
Architecture:
- Service consolidation
- Shared services
- Caching strategies
- Data lifecycle management
Service Governance
Governance Framework
class ServiceGovernance:
def __init__(self):
self.policies = PolicyManager()
self.reviews = ReviewScheduler()
self.compliance = ComplianceChecker()
def enforce_governance(self, service):
"""Enforce governance policies on service"""
governance_report = {
'service_id': service.id,
'timestamp': datetime.now(),
'compliance_status': {},
'policy_violations': [],
'recommendations': []
}
# Check policy compliance
policies = self.policies.get_applicable_policies(service)
for policy in policies:
result = policy.check_compliance(service)
governance_report['compliance_status'][policy.name] = result
if not result.compliant:
governance_report['policy_violations'].append({
'policy': policy.name,
'violation': result.violation_details,
'severity': policy.severity,
'remediation': policy.remediation_steps
})
# Check service health
health_check = self.check_service_health(service)
governance_report['health_status'] = health_check
# Review schedule compliance
review_status = self.reviews.check_review_status(service)
governance_report['review_status'] = review_status
# Generate recommendations
recommendations = self.generate_recommendations(
service,
governance_report
)
governance_report['recommendations'] = recommendations
return governance_report
Service Reviews
Service Review Process:
Quarterly Reviews:
- Performance against SLAs
- Cost analysis
- Capacity planning
- Dependency updates
- Security posture
Annual Reviews:
- Business alignment
- Technology refresh
- Architecture review
- Cost optimization
- Sunset planning
Review Outputs:
- Health scorecard
- Improvement plan
- Investment needs
- Risk assessment
- Roadmap updates
Best Practices
1. Service Definition
- ✅ Clear business alignment
- ✅ Complete component mapping
- ✅ Documented dependencies
- ✅ Defined ownership
2. Lifecycle Management
- ✅ Formal state transitions
- ✅ Automated workflows
- ✅ Regular reviews
- ✅ Planned retirement
3. Performance Management
- ✅ Meaningful KPIs
- ✅ Real-time monitoring
- ✅ Proactive optimization
- ✅ Continuous improvement
4. Cost Management
- ✅ Accurate cost models
- ✅ Regular optimization
- ✅ Chargeback/showback
- ✅ Investment tracking
Integration Examples
ITSM Integration
class ITSMServiceIntegration:
def sync_service_catalog(self):
"""Sync business services with ITSM"""
nopesight_services = self.get_all_services()
for service in nopesight_services:
itsm_service = {
'name': service.name,
'description': service.description,
'owner': service.business_owner,
'status': service.lifecycle_state,
'criticality': service.criticality,
'support_group': service.technical_owner,
'sla': service.get_primary_sla(),
'ci_relationships': self.map_ci_relationships(service)
}
# Create or update in ITSM
if self.itsm.service_exists(service.id):
self.itsm.update_service(service.id, itsm_service)
else:
self.itsm.create_service(itsm_service)
# Sync service requests
self.sync_service_requests(service)
Business Intelligence
-- Service Performance Analytics
CREATE VIEW service_performance_summary AS
SELECT
s.service_id,
s.service_name,
s.business_owner,
-- Availability metrics
AVG(m.availability) as avg_availability,
MIN(m.availability) as min_availability,
-- Performance metrics
AVG(m.response_time_p95) as avg_response_time,
MAX(m.response_time_p95) as max_response_time,
-- Business metrics
SUM(m.transaction_count) as total_transactions,
SUM(m.revenue_processed) as total_revenue,
-- Cost metrics
SUM(c.total_cost) as total_cost,
SUM(c.total_cost) / NULLIF(SUM(m.transaction_count), 0) as cost_per_transaction,
-- Incident metrics
COUNT(DISTINCT i.incident_id) as incident_count,
AVG(i.resolution_time) as avg_mttr
FROM business_services s
LEFT JOIN service_metrics m ON s.service_id = m.service_id
LEFT JOIN service_costs c ON s.service_id = c.service_id
LEFT JOIN incidents i ON s.service_id = i.affected_service
WHERE m.metric_date >= CURRENT_DATE - INTERVAL '30 days'
GROUP BY s.service_id, s.service_name, s.business_owner;
Next Steps
- 📖 Impact Analysis - Analyzing service impacts
- 📖 Service Health - Monitoring service health
- 📖 Visualization - Service visualization techniques