Discovering what you to effective Configuration Management...Release & Deployment Management Service TranService Transitiositionn Evaluation & Early life Sup Service DesignService

Michel Delran – April 2007

Discovering what you have is key to effective

Configuration Management

Discovering what you have is key to effective

Configuration Management

Michel [email protected]

2 © Fox IT 2007Michel Delran - April 2007

AgendaAgenda

Configuration Management DefinitionThings to considerObjectives of the Virtual CMDB – ITIL3The need for a CMDB Data ModelCIs, Attributes and LifecyclesInterfaces and toolsGive life to the Virtual CMDBWrap up


Configuration Management Definition?Configuration Management Definition?

REPORTING

Asset Register Asset ManagementConfiguration Management

ProcurementProcurement

Knowledge ManagementKnowledge Management

Server xyz123CPU 4GHzMem 2 GbDisc1 60 GbDisc2 80 GbLAN cardIP AddressHost nameMAC AddressFirmware xyzWin2003 AdvService packAppl 1Appl 2Cables

Server xyz123Price £££DepreciationVendorSupplierUserOrganizationWarrantyLocation codeBudgetProject refOverhead costDecommissionDisposal

BusinessService

BusinessService

ApplicationService

ApplicationService

ITService

ITService

EnvironmentEnvironment

LogicalLogical

PhysicalPhysical

NetworkNetwork SoftwareBuild

SoftwareBuild

SoftwareSoftwareCabinetCabinet

DRDR


Things to consider

ReconciliationFederationMapping and VisualizationSynchronisationTools selection criteria

TechnologyCost, LicensingSecurityAccuracyChange ManagementStrategy …


Data Centre

Cabinets

Data Centre

Cabinets

CMDBCMDB

Network Discovery

Routers

Network Discovery

Routers

End UsersEquipments

Peripherals

End UsersEquipments

Peripherals Logical Elements

Applications

Logical Elements

Applications

RRCC PPAA

Tools are great but Reconciliation is vital Tools are great but Reconciliation is vital


ITIL 3 - Service Lifecycle Processes

Service Operation ProcessesService Transition ProcessesService Design ProcessesService Strategy Processes Continual Service ImprovementProcesses

Service Lifecycle Processes

Strategy Generation

IT Financial Management

Service Portfolio Management

Demand Management

Service Catalogue Management

Service Level Management

Availability Management

Capacity Management

Service Continuity Management

Information Security Management

Supplier Management

Change Management

Transition Planning

Service Asset and Configuration Management

Knowledge Management

Release and Deployment Management

Evaluation and Early Life Support

Access Management

Common Service OperationActivities

Event Management

Incident Management

Problem Management

Request Fulfilment

Seven Step ImprovementProcess

Service Level Management (

Service Lifecycle Governance Processes Operational Service Lifecycle Processes


Service Strategy

DemandManagement

PortfolioManagement

StrategyGeneration

IT FinancialManagement

Who uses Configuration Management and why ?Who uses Configuration Management and why ?

Development

Procurement

AssetManagement

Others

TransitionPlanning

Release &DeploymentManagement

Service TransitionService Transition

Evaluation &Early life Sup

Service DesignService Design

IT ServiceContinuity

SecurityManagement

AvailabilityManagement

Service LevelManagement

CapacityManagement

ServiceCatalogue

IncidentManagement

Service Operations Support

ProblemManagement

RequestFulfilment

AccessManagement

CommonService Ops

EventManagement

Soft. Asset &ConfigurationManagement

Service Delivery Assurance


KnowledgeManagement

ChangeManagement UnderpinnningUnderpinnning

SupplierManagement




Service Strategy

DemandManagement

PortfolioManagement

StrategyGeneration

IT FinancialManagement

Who uses Configuration Management and why ?Who uses Configuration Management and why ?

Development

Procurement

AssetManagement

Others

TransitionPlanning

Release &DeploymentManagement

Service TransitionService Transition

Evaluation &Early life Sup

Service DesignService Design

IT ServiceContinuity

SecurityManagement

AvailabilityManagement

Service LevelManagement

CapacityManagement

ServiceCatalogue

IncidentManagement

Service Operations Support

ProblemManagement

RequestFulfilment

AccessManagement

CommonService Ops

EventManagement




KnowledgeManagement

ChangeManagement UnderpinnningUnderpinnning

SupplierManagement


Discovery tools and Trusted CMDB

The CMDB stores: CIs + RelationshipsBuild a model and communicateDiscovery tools help CMDB automationStandard interfaces may not be fit for purposeData ownership is key for CMDB accuracyOnly store the information you can controlEnable all other ITIL processes to access the data they requireDon’t compromise!


Building the Data ModelBuilding the Data Model

Use a proven methodology (Fox PRISM)Get help and advices

Construct the PURE DATA MODELDesign the ENTITY RELATIONSHIP DIAGRAMOpt for a Top Down or Bottom Up approachDo not consider any products at this stage!

Define the attributesList of mandatory attributes onlyPlan for links to external data source wherever possible

Define the lifecyclesWhat process will be used for each status


Use the best tool, ever !


CIHardware

CILog sys

N

1PAR

ENT

CIEnvir

CIApp Servc

N

1 PARENT

1

NPAR

ENT

CIPhys Con 1 : Rel : 1

CILog Con 1 : Rel : 1

CISW

1 : Rel : 1

CIBuild

1 : Rel : 1

1 : R

el: 1

CIApp Con1 : Rel : 1

CIClusterNN

PARENT

#

#

#

88

Overall Relationships for CIs

N

NPARE

NT

Unique CI

Non Unique CI

Other Items

Non Unique CI max install 11#

= number of parents= infinite links to parents

#8


CIHardwareroaming

CILog sys

N

1PAR

ENT

N1PARENT

MaintenContracts

N

1

PARENT

N

1 PARENT

CIHardware

Components

N1

PARENT

OwnerOrg

N

1PAR

ENT

Workgroup

Person(user)

Unique CI

Non Unique CI

Other Items

#

#

1

HARDWARE CI (roaming)Non Unique CI max install 11

SupplierOrg

N

1

PAR

ENT

ServiceLevelPARENT

Brand

MandatoryOptional

#

1

Brand is copied into the Owner org


Total Life Cycle Management Total Life Cycle Management

ProcessApprovals

2

4

Acquisition3

ServiceDesk

Providers

5

Installation

6

Moves Addsand Changes

7

HR

Employee/Location/Cost Center Data

8

Contract &Option

Management

9

GL/AP

11

Disposition

OrderedReceivedStagedInstalledIn productionMACDecommissionedAwaiting DisposalDisposed

MissingStolenReturned to vendorIn StoreFaulty

CI Statuses

10

Requests

1


CI Attributes and Life CycleCI Attributes and Life Cycle

Not all attributes are available or relevant at each stage of the CI life cycle.

Attributes Mastered Owned by On Order DeliveredIn Build ProductioDecomissWait for d DisposedHardware Server Search Code CMDB ManualHardware Server Asset Tag Aperture Supplier CMDBHardware Server Serial No Aperture Supplier CMDBHardware Server Category Aperture ApertureHardware Server Status CMDB CMDB CMDB CMDBHardware Server Purchase Order SAP SAPHardware Server SAP Asset Number SAP SAPHardware Server Manufacturer Aperture SAP CMDBHardware Server Model Aperture SAP CMDBDBHardware Server Grid ref Aperture CMDBHardware Server Installation date Aperture CMDBHardware Server Disposed Date Aperture CMDBHardware Server Workgroup Conf Mgt CMDB CMDBHardware Server Related Build Altiris AltirisHardware Server Related Location Aperture ApertureHardware Server Child Hardware Component Altiris AltirisHardware Server Related Hardware Component Altiris AltirisHardware Server Owner Organisation Aperture Aperture

Links to other entity Occurrence confirmedEntity Custom Fields Should not changeEntity Standard Fields May change (need Change management)

Vary with out Change Management


What is the Virtual CMDB ?What is the Virtual CMDB ?

ServersServers

InsightMgr

NetworkNetwork

CiscoWorks

HPOV NNM

DesktopsDesktops

SMS SMS

StorageStorage

SAN

Backup

DatabaseDatabase

Manual

Procurement

Procurement

SAP-AM

CMDBCMDB

VIRTUAL CMDBConfidence Level = Worst quality of data source

Confidence Level = Best quality of data source

Reconciliation – Reporting on Data QualityReconciliation – Reporting on Data Quality


CMDBCONNECTOR

CMDBCONNECTOR

ITSMTool

ITSMTool

Tool 2

Tool N

Tool 1

CSV

CSV

CSV

import

export

ConnectorDB

CMDB

Reconciliation and quality reports

Email

java

sqlnet

Fox IT CMDB Connector synoptic


CMDB Enabler – the factsCMDB Enabler – the facts

Non proprietary technologyProven methodology: FoxPRISMAdaptable to many ITSM applications Adaptable to any data sourcesIntegrate virtual componentsIntegrate a pure data model (allow not to be constrained by product)Flexibility to manage data quality issues while providing the means for quality improvementsOwnership and support can be transferred to the customerNo license to purchase


SEE YOU ON STAND 350!

SEE YOU ON STAND 350!

Michel DelranPrincipal System Management Consultant

Fox [email protected]


Steps to define a data source:

ManualAutomatic discoveryConfiguration and setup effortsHow do you manage changesHow do you manage obsolete informationCan you manage the virtual componentsIs there an owner for the virtual components

Can you access the complete information on a given CI?URLSecurity

Limit the number of attributes to what is absolutely necessary and the one which need a quick access for the Service Desk for example. Identify which reports or flashboards are needed from within the CMDB tool for quick analysis.More complex analysis may be addressed by specialized reporting tools. For example, if you have Business Objects, the Universe may take in account the complete Virtual CMDB.

Documents

Discovering what you to effective Configuration Management...Release & Deployment Management Service TranService Transitiositionn Evaluation & Early life Sup Service DesignService