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© AssetGen Limited
1
Techniques to Map and Visualise Service
And System Dependencies
David Cuthbertson Director
www.assetgen.com
© AssetGen Limited
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AssetGen Overview
UK based – Cirencester, Glos, UK
Sister company - Square Mile Systems
Develop toolsets www.assetgen.com and techniques www.squaremilesystems.com
for end to end systems and service mapping of complex infrastructure
Training, project planning, integration, data capture, process development
Industry bodies & roles
• BCS-Config Mgmt Specialist Group - Committee
• BCS ITIL Specialist Group – ex Chairman
• National Outsourcing Assoc. - Director
• LinkedIn – Data Center Engineering / Ops Mgmt
Fixed Infrastructure (Cabling, Power, Cabinets, Rooms, Buildings)
Hardware Infrastructure PCs, Network, Servers, UPS, Storage, Other
Virtual Infrastructure PCs, Network, Servers, Storage, DBMS
Applications PC, server, mainframe, SOA
Services End user, infrastructure, supplier
Business Processes Departmental, Company
Service Mapping
Topics Covered
• Types or service knowledge bases or CMDBs
• Communicating and maintaining dependency information
– Forms
– Spreadsheets
– Visualisation
• Change impact analysis
– Linking infrastructure changes to service impacts
Examples covering services, virtual systems, infrastructure
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Communicating “Services”
• Evolving awareness of how detailed service understanding
underpins
– Incident management
– Change management
– Problem management
– Root cause analysis
– Risk analysis and recovery capability
– Billing & charging
– Service catalogue
• Creating and maintaining a suitable “CMDB” is strategic, so
support at all levels is needed!
© AssetGen Limited
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What is a “CMDB”
The Configuration Management Database (CMDB) is a concept
where information is structured and managed to support
various service management processes.
1. It is not necessarily a single database
2. It can consist of documents, spreadsheet, databases, diagrams
3. There are recommended policies and processes covering
Scope, naming, status, updates and verification
In ITIL V3 the concept was extended and renamed the
Configuration Management System (CMS)
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ITIL Version 3 CMS
Project
Doc
Filestore
Project
Software
Definitive
Media
Library
Federated
CMDBs
Discovery
Asset Mgmt
& Audit Tools
Software
Config
Mgmt
Platform
Config
Mgmt
Enterprise
Apps
Portal
Change&
Release
View
Asset
Mgmt
View
Config
Life-cycle
View
Technical
Config
View
Quality
Mgmt
View
Service
Desk
View
Business
Impact
View
Compliance
View
(Cobit)
Query & Analysis Reporting Performance Mgmt Modelling Monitoring
Presentation
Layer
Knowledge
Processing
Layer
Data &
Information
Sources
& Tools
Information
Integration
Layer
Customer/User – Service –Application – Infrastructure mapping
Service Portfolio Service Package Integrated Asset & Config Service Change Service Release
Common Process Reconciliation Synchronisation Extract, Load Mining Scheme Meta Data
Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate
Data Integration
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What Types of CMDB Are There?
1. Service management
– Change, incident, problem, risk, request, transition
2. Asset management
– Financial and resource allocation
3. Software configuration management
– Software lifecycle develop/test/release/production
4. Physical Infrastructure
– Data center management of space, inventory, power, connectivity
5. Major / minor system build
– Mainframe, architecture, aircraft, ship, oil rig
Don’t try and do all these in one database!
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Each Team Has Its Own Information Needs
Data
Centre
Networks
LAN/SAN
Applications
Mid-range Servers
Systems
Desktops
IMAC Fixed Infrastructure (Cabling, Power, Cabinets, Rooms, Buildings)
Hardware Infrastructure PCs, Network, Servers, UPS, Storage, Other
Virtual Infrastructure PCs, Network, Servers, Storage, DBMS
Applications PC, server, mainframe, SOA
Services End user, infrastructure, supplier
Business Processes Departmental, Company
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Now We Add Another Set Of Data!
Service
Management
Data
Centre
Networks
LAN/SAN
Applications
Mid-range Servers
Systems
Desktops
IMAC Fixed Infrastructure (Cabling, Power, Cabinets, Rooms, Buildings)
Hardware Infrastructure PCs, Network, Servers, UPS, Storage, Other
Virtual Infrastructure PCs, Network, Servers, Storage, DBMS
Applications PC, server, mainframe, SOA
Services End user, infrastructure, supplier
Business Processes Departmental, Company
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Defining The Service Mapping Scope – Small!
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Software
Other H/W
Networks
Storage
Servers
Hosts
Type
Production
Test
Development
Role
Status
Post-Active
Pre-Active
Active
Service
Management
Scope
Cost
Management
Scope
Source: Anthony Brimacombe
Lloyds Banking Group
Simple Layering
Claims Module
Claims
Processing
Payment Module
ACCOUNTSINS_LIVE
Accounts ModuleMember Module Policy Module
SVRUNX001 SVRWIN001
Accounts
Payable
Accounts
Receivable
CRM_DB PAYROLL
Policy
Administration
CRM Sage Payroll
PayrollSales
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Typical Mapping Structure
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Source: Anthony Brimacombe
Lloyds Banking Group
In Practice
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Service Information Requirements - 1
“Top Down” Service focused
What supports this
service?
Service
Hardware/Virtual (133) Host
Service Information Requirements - 2
“Bottom Up”
What is the potential
Impact on services?
Component focused
Services (33)
Host
Presenting Service Information
Audit reports
Visio
Reports and queries
Change impact analysis form
Spreadsheet outputs
Service maps
Excel
CMDB
Application Interface - forms
The need will dictate the best format
Where to Store Your Service Knowledge?
• Service Desk CMDB
– Best suited for integrated service management processes
– Remedy, Peregrine, Service Manager, etc.
• Specialist CMDB Toolsets
– May have technical, organisational or reporting reasons for use
– Federated CMDBs, AssetGen SysMap
• Custom development
– When and what will be delivered?
– By far the most costly
Our Approach
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Fixed Infrastructure (Cabling, Power, Cabinets, Rooms, Buildings)
Hardware Infrastructure PCs, Network, Servers, UPS, Storage, Other
Virtual Infrastructure PCs, Network, Servers, Storage, DBMS
Applications PC, server, mainframe, SOA
Services End user, infrastructure, supplier
Business Processes Departmental, Company
Asset & Connectivity Management
Service Mapping
AssetGen SysMap Overview
© AssetGen Limited
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AssetGen SysMap
Visio
Visio
Excel
Visio
SysMap Outputs
Impact / dependency analysis
Multi-CI impact analysis
CI details and attributes
Change audit trail
CI Excel extracts
“Top Down” service maps
“Bottom Up” service maps
Multi-service maps Typical
Database
Mappings
Service viewpoint Impacts and dependencies
CI details
Word
Trusted sources Monitoring tools
Service desk CMDB
Spreadsheets – risk, contracts
Recovery plans
Excel VisiodB
Updates
Updates
References
AssetGen SysMap Versions
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Desktop Version
(evaluation download)
Multi-User Server Version
SysMap
Professional
SysMap Web
Application
PC
MS SQL
Database
Visio
MS SQL
Database
SysMap
Professional Visio
PC
Windows Server
PC
Web Browser
User Interface
Enhanced CMDB Information
Service Desk (Remedy, SM7, Peregrine etc.)
Service Desk CMDB Integration
Service Desk
CMDB
CI
Details
Parent/
Child
Impact
Incidents
Changes
etc
Offline CMDB copy
1. Visio
Service
Maps
2. Multi-
level
Impact
3. Multi-
CI
Impact
4. Excel
Batch
Query
5. External
Toolset
links
SysMap Web
Application
SysMap
Professional Visio
MS SQL
Database
Other mappings - flow, etc
AssetGen
SysMap
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Summary
• As IT complexity increases – the need to improve controls
and reduce change risks also increases
• Complex systems need to communicated simply
– Forms, Excel, Visio
• New terms - Bottom Up, Top Down, Multi-CI Impact
• Next time – take a picture of the whiteboard before cleaning!
© AssetGen Limited
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Thank you
David Cuthbertson
www.assetgen.com
www.squaremilesystems.com
© AssetGen Limited
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