Post on 15-Apr-2017
1HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
CMDB BLUEPRINT DESIGNSIMPLIFIED & PRACTICAL STEPS FOR BUILDING A CMDB BLUEPRINT FOR A SUCCESSFUL SERVICE & OPERATIONS MANAGEMENT IMPLEMENTATION…
Hichem GuemiriSERVICENOW SOLUTION STRATEGISTHICHEM@HGConcept.com+1 (514) 247-0825
Maxime CarrierSERVICENOW SOLUTION ARCHITECTMAXIME@HGConcept.com+1 (514) 962-6136
2HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
AGENDA
• Introduction
• Strategy
• Définitions
• Modeling
• Structure
3HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
SERVICE
DEPENDENCY
FINANCIAL
MANAGEMENTSOFTWARE
LICENSING
VENDOR
MANAGEMENT
PROCUREMENT
CLIENT
MANAGEMENT
SERVICE
CATALOG
PROBLEM
MANAGEMENT
INCIDENT
MANAGEMENT
CHANGE
MANAGEMENT
CONFIGURATION
MANAGEMENT
REQUEST
FULFILLMENT
ORCHESTRATION
CONFIGURATION
AUTOMATION
SYSTEMS
INTEGRATION
DATABASE
MANAGEMENT
DISCOVERY
DATA CENTER
AUTOMATION
EVENT
MANAGEMENT
BUSINESS
STRATEGY
ENTERPRISE
ARCHITECTURE
PROCESS
DESIGN
PROCESS
ASSESSMENT
CLOUD
MANAGEMENT SERVICE
MAPPING &
DESIGN
SERVICE
DESIGN
SYSTEMS &
NETWORK
MANAGEMENT
RISKS &
COMPLIANCE
I.T GOVERNANCE
CMDB
HR
LEGALGRC
APPLICATION
DEVELOPMENTDATA
MIGRATION
WORKFLOWS
CUSTOM
INTEGRATION
ASSET
MANAGEMENT
OPERATIONS
MANAGEMENT
APPLICATION
MANAGEMENT
PROCESS
AUTOMATION
BUSINESS
MANAGEMENT
SERVICE
MANAGEMENT
I.T
PLANNING
SERVICE
PORTFOLIO
FACILITIES SDLC
SERVICE
MAPPING
VIRTUALIZATION
MANAGEMENT
PROVISIONING
STORAGE
MANAGEMENT
EMPLOYEE
PORTAL
BACKUP
MANAGEMENT
SECURITY
ALERTS
TRAINING
CAPACITY
MANAGEMENT
AVAILABILITY
MANAGEMENT
BUSINESS
CONTINUITY
ROADMAP
STRATEGY
ACQUISITION
AT THE HEART OF YOUR SERVICE MANAGEMENT! THE CMDB…
4HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
SERVICENOW… A SHARED ARCHITECTURE
STORAGE
BACKUP
NETWORK
TELECOM
DATA CENTER
VIRTUALIZATION
SERVERS
INCIDENT
MANAGEMENT
RESPOND TO INCIDENTS / RESTORE SERVICE
SERVICE
CATALOG MANAGEMENT
SERVICE ASSET &
CONFIGURATION
MANAGEMENT
Identify CI s & Dependencies
Manage Service Models
REPORT
MANAGEMENT
PROBLEM
MANAGEMENT
REQUEST
FULFILLMENT
CHANGE
MANAGEMENT
SUPPORTSSUPPORTS SUPPORTS
EVENT
MANAGEMENT
EVENT PROCESSING
EVENT RESPONSE
EVENT INTEGRATIONS
EVENT CORRELATION
EVENT ANALYTICS
SUPPORTS
INTEGRATES WITH
SERVICE LEVEL
MANAGEMENT
KNOWLEDGE
MANAGEMENT
NETWORK
FLOW
DATABASE
APPLICATIONS
SNMP
TRAPS
WMISYSLOGSWEB
SERVICESSCRIPTS
SERVICENOW
CMDB
STAFF
IT ANALYSTS
SYSTEMS
ADMINISTRATORS
CUSTOMERS
DATA
PROVIDED BY
SERVICE DESK
FUNCTION
SERVICE
CATALOG
SERVICE
ADMINISTRATION
SERVICE
DELIVERY
SERVICE
PRODUCING
SYSTEMS
SERVICE
CONSUMERS
SERVICE
REQUEST
SERVICE
SUPPORT
WEB PORTAL
SERVICE PORTAL
WEB ACCESS BASED ON ROLE
SERVICE
RECEIVING END POINT
SERVICE
PROVIDERS
SERVICE
SUPPORT
SERVICES
5HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
SERVICE AWARE OPERATIONS
MONITOR
ALERT
AUTOMATE
CHANGE
OPERATIONS MANAGEMENTTECHNOLOGY CENTRIC
SERVICE MANAGEMENTSERVICE CENTRIC
BUSINESS SERVICES
CMDB
DISCOVER
PROVISION
SERVICES
NETWORKTELECOM
DATA CENTER
STORAGEBACKUP
DATABASES
SERVERS
APPLICATIONS
6HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
SACM PURPOSE
Service Asset & Configuration Management is the foundation process that endeavors to provide an accurate and
logical Model of the IT infrastructure, business services and the relationships that exist between services,
systems, and people
The purpose of SACM is to define and control the components of services and infrastructure and to maintain
accurate configuration information on their historical, planned and current state.
7HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
GENERIC DEFINITIONS
ENTERPRISE ARCHITECTURE
Plans and governs implementation of the business needs.
IT SERVICE MANAGEMENT
Manages IT Services that support business solutions
SERVICE CATALOG [SC]
Communicates Standard IT Services to customers in clear and familiar terms
Provides a centralized channel though which end users can request standardized, ITservice bundles.
SERVICE OFFERING
A Service Offering is a defined entry in the enterprise service Catalog. It is a measurableand specific offering of the IT organization to external clients.
CMDB
SC
EA
8HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
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BUSINESS SERVICES
MANAGE DELIVER
PLAN
AVAILABILITY
CAPACITY
PERFORMANCE
STANDARDS
DESIGN
CHANGE
RELEASE
DISCOVERY
MEASURE
ALERTING
REQUESTAUTOMATE
PROVISION
CONFIGURATION
MONITORING
SERVICE OPERATIONAL VISION
CMDB
9HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
CONTEXT
The CMDB Helps Identify, control, record, track, report, audit and verify the value and ownership of service assets
throughout their lifecycles, and for maintaining information about CIs required to deliver an Services.
PROBLEM
MANAGEMENT
CHANGE
MANAGEMENT
RELEASE
MANAGEMENT
CAPACITY
MANAGEMENT
CONFIGURATION
MANAGEMENT
[CMDB]
SERVICE LEVEL
MANAGEMENT
AVAILABILITY
MANAGEMENT
SERVICE CONTINUITY
MANAGEMENT
INCIDENT
MANAGEMENT
SERVICE
CATALOG
[SC]
REQUEST
FULFILLMENTIT
PLANNING
ENTERPRISE
ARCHITECTURE
[EA]
USER REQUEST VIEW
IT
GOVERNANCE
SERVICE
STRUCTURE
BUSINESS VIEWTECHNICAL VIEW
KNOWLEDGE
MANAGEMENT
10HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
CMDB PROCESS INTER-RELATIONSHIPS
Service Catalog Management
• Inventory of services (Services as CI’s) including business, applications and technology services
• Presents Configuration information about the services the clients are entitled to.
Request Fulfillment
• Provides Configuration information about the components used to deliver services to clients.
Change Management
• Change requests to implement a new component or affecting an existing. Used for impact and risk assessments of a proposedchange.
Incident Management
• Helps to determine customer impact and assists with determining priority and severity of a failing component.
• Provides client and service criteria, and severity and priority information for Configuration components based on service levelobjectives.
Problem Management
• Enables determination of components affected as a result of another failing component.
• Provides the IT infrastructure data required to identify root cause and course of action for problems
10
11HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
Asset/Inventory Tracking
• Utilizes the same core data and are likely to interface for the purpose of supporting license management efforts
Availability and Reporting
• Provides core data such as relationships between components to enable design of reporting and subsequent measurement of businessservices
Service Level Management / Measurement
• Identifies the IT infrastructure components that enable delivery of services to the customer which allows for the accurateestablishment and measurement of the objectives in Service Level Agreements.
Continuity
• Provides the baseline snapshot of the IT infrastructure which could assist in the recreation of an environment in the event of a disasteror major interruption to service delivery.
Capacity and Performance
• Tune and/or upgrade various components
• Planning
11
CMDB PROCESS INTER-RELATIONSHIPSCMDB PROCESS INTER-RELATIONSHIPS
12HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
DESIGN THE CMDB
Define Service
Catalog Requirements
Define Configuration Item
Level and
IT Service Model
Define Configuration
Item Relationships
Define Configuration Item
AttributesDesign IT Service Model
Blueprint
Define CMDB Requirements
to Support
ITSM Processes
Documented CMDB Model
Blueprint
13HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
CMDB MODELING PRINCIPLES
Align with Enterprise Architecture
Minimize manual data entries and maintenance (Promote automation)
Accommodate the right CI types (Value vs. complexity)
Establish data ownerships and responsibilities
Maximize design simplicity so it can be applied to any department.
Support exploding business services into detailed CI’s via relationships that make up and
support those services.
13
14HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
CMDB BLUEPRINT MODELING
The CMDB model [conceptual picture] is needed to identify the working data that will ensure SACM process meets its objectives.
1. SCOPE: Potential contents of the CMDB
Identify CI categories and key types of CI’s that are part of the CMDB.
Document generic CI’s and impact on related processes
Agree on common, mandatory and optional CI Attributes
2. SPAN: Granularity of the CMDB contents
Identify key attributes by types of CI’s.
Document how CI types are interrelated (CI’s Relationships)
Document how Configuration items (CIs) are linked and they work together to provide a service.
3. METHODS:
Federate, synchronize data, consolidate and reconcile inventories.
Document strategies for data population
Automate data population
14
15HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
CMDB WORKSHOPS
WORKSHOPS WAVE I
Establish common standards
Review CI Type and Sub-Types list.
Establish generic CI’s (logical grouping)
Determine what goes in the CMDB by order of importance and effort required
Establish common CI Attributes
Establish CI attributes and relationships by type of CI’s
WORKSHOPS WAVE II
Establish and consolidate discovery sources for each CI type, attributes and relationships
Establish data sources and feeds for non-discovered CI Types, attributes and relationships
16HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
Business Service
IT Service [INFRASTRUCTURE]
Contact [People]
Support Group
Department [IT Unit]
Organization
Location
Hardware Workstation
Virtual Desktops
Handheld Devices
Mobile Devices
Access Keys
End-Users Computing Software
Operating Infrastruc ture
Hardware Server
Virtual Server
Logical Partition
Virtual Machine
SSL Cert ificats
Access Circuits
Bridge
Controller
DNS
Firewalls
Front End
Hub
IP Addresses
IP Telephony System
Jack
Load Balancer
Modem
Network Interface Card
Patch Panels
Peripheral
Port
Router
Sensors
Switch
IP Telephones
Wireless Access Point
Circuit
Voice
Wireless Devices
Radio
IP Telephony System
Video Conferencing Unit
Storage Devices
SAN
NAS
Storage Array
Tape Library
Interface
Host Bus Adapter
Core/Edge Storage Switch
Phys ical Facilities
Phys ical Security
Racks
Uninterruptible Power Supply
Air C ondit ioning
Fire Control
Building
Floor
Furnishings
HVAC
Closets
3rd Party Applications
Middleware
Applicat ion Development
Vendor 3rd Party Software
Operating Systems
Virus detection software
Database Clus ter
Database Applicat ion
Database Schema
Database Tables
Database Views
Classroom Devices
Printer
Monitor
Projec tor
Television
Scanner
Bar Code Reader
Copier
Camera
Shredder
VCR / DVD Player
Virtual Private Network (VPN) Conf igurations
Security Devices
Security Protocols
Access Control
DMZ
Security Management software
DIRECTORYUSERS / PEOPLE / ORGANIZATION
END-USER COMPUTING
SERVERS
NETWORK
TELECOM
STORAGE
DATA CENTER
APPLICATION
DATABASE
HARDWARE DEVICES
SERVICES
DOCUMENTATION
IDENTITY MANAGEMENT
Systems and Network Management
Virtualization Management
Inventory Management
Data Center Management
Database Management System
Configuration Management
Application Management
Storage Management
Backup Management
Provisioning
Security Management
Workload Management
SECURITY
BUILDING BLOCKS
17HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
SERVICE APPLICATION DATABASE SERVER DATA CENTER NETWORK TELECOM STORAGE BACKUPEND USER
COMPUTINGOTHER…
INVENTORY SECURITY DBMS APPLICATION VIRTUALIZATION NETWORK SYSTEMS BAKUP STORAGE SERVICES
CI CATEGORIES
PRODUCT AREA
BUILDING BLOCKS: 1.CI CATEGORIES
18HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
BUILDING BLOCKS: 2.OPERATIONAL LANDSCAPE
STORAGE
MANAGEMENT
SYSTEMS & NETWORK
MANAGEMENT
BACKUP
MANAGEMENT
JOB SCHEDULING
IT OPERATIONS LANDSCAPE
APPLICATION PERFORMANCE
MANAGEMENT
LOG MANAGEMENT
INVENTORY MANAGEMENT
SERVICE
DEPENDENCY MAPPING
WEB & USER
MONITORING
Systems & Network Management tools constitute the central hub of visibility into the status of IT Operations. These tools are used to detect and investigate hardware, network and
software problems.
Log Management constitutes essentially all kinds of software output log files. Logs provide low-level visibility on application behavior; they are extremely useful for debugging, and
can help with tracking recurring errors.
Application performance monitoring (APM) help monitor the behavior of applications by tracking transaction flow, starting with the client, and working down the stack, through the
backend and database. They measure performance metrics such as latency, throughput and error rate. They are used to detect and debug user experience issues.
Web & user monitoring tools measure how applications perform from the outside. They simulate traffic to application from various geographies and alert on failures and timeouts
(Synthetic Monitoring). Additionally, they can be embedded into the web frontends or mobile applications in order to track real failures arising in users clients (Real User Monitoring).
IT process automation is the ability to orchestrate and integrate tools, people and processes through workflow
Event processing tools help automate large parts of the incident resolution process. They consume alerts from any monitoring tool, and run them through a series of processing
steps: Correlation (matching related alerts), Enrichment (adding insight & context to events), Noise Suppression (removing unnecessary events) and Routing (funneling events to
specific stakeholders). Event processing tools are used to boost service uptime and team productivity.
Service dependency mapping automatically discovers data center inventory, configuration, and relationship data, and maps business applications and the IT infrastructure and
business services
CONFIGURATION
AUTOMATION
EVENT PROCESSING
& CORRELATION
CLOUD MANAGEMENT
OTHER MANAGEMENT
TOOLS
DNS / DHCP / IP
DATA CENTER
MANAGEMENT
DATABASE
MANAGEMENT
SECURITY MANAGEMENT IDENTIFIED GAPS
LINUX/UNIX
AUTOMATION &
SERVICE
ORCHESTRATION
IT OPERATIONS
PROCESS
ACTIVITIES
[PROVISIONING]
FIREWALL
LOAD BALANCERS
PRO
DUCT
DES
CRIP
TIO
N
LEGEND
TO UPGRADE/ CONSOLIDATE
MISSING CAPABILITIES
NEED IMPROVEMENT
WELL ESTABLISHED
PRE-
REQ
UIS
ITES
IT OPERATIONS MANAGEMENT PROCESS
MONITORING &
EVENT
ROLES &
RESPONSIBILITIES
CMDB
INCIDENT
MANAGEMENT
DISCOVERY &
SERVICE MAPPING
CMDB POPULATION
3rd PARTY
DISCOVERY
TOOLS
19HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
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BUILDING BLOCKS: 3. WORKSHOP CALENDAR
19
20HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
1. CMDB SCOPE
21HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
PROCESS DEFINITION / LIFECYCLE
• Planning and defining the purpose, scope, objectives, and the organizational and technical context.
1. PLAN
• Selecting and identifying the structure for all the CIs, including their ‘attributes’, their interrelationshipsand documentation.
2. IDENTIFY
• Reconciling, synchronizing and federate Data
• Importing data into the CMDB
3. IMPLEMENT
• Ensuring that only authorized and identifiable CIs are accepted and recorded, It ensures that no CI isadded, modified, replaced or removed without appropriate controlling documentation.
4. CONTROL
• The reporting of all current and historical data concerned with each CI throughout its life cycle. Thisenables changes to CIs and their records to be traceable (tracking the status of a CI as it changes fromone state to another.
5. AUDIT
DESIGN
OPERATE
IMPLEMENT
22HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
CMDB BLUEPRINT MODELING – CI LISTING
22
DATABASE
Business Service
Technology Service
Contact
Department
Group
Location
Buildings
Rooms
Certificate
Cluster
Classroom
automation [Crestron]
Web Service(s)
Function
Process VM Machines
Application Service
CMDBCONCEPTUAL MODEL
BLUEPRINT
SERVICESREFERENCE
DATA
Classrooms
Closets
DB Cluster Service
...
Database
Application
Database Cluster
Database Instance
Database Schema
3rd Party Applications
In-House Applications
Middleware
Business Applications
Supporting
Applications
DATA CENTER NETWORK TELECOM
Commodity Switch ACL Access Control Panels
CRAH
Electrical Panel
Heat Exchanger
MDVO Panel
HARDWAREEND USER
COMPUTINGSERVER
VM Hosts
STORAGE
BACKUP
PDU [Power Strips]
Power Circuit
Probe
Rack
RC - Cooling
RD - Cooling
UPS
Firewall
Gigamon
Hub
[POE MidSpan]
Internet Provider
IPS
Load Balancer
Packet Shaper
Port Switch
Router
Switch
UPS
VLAN
Wireless Access
Control
Wireless Access
Point
VPN
Alarm Panels
Camera
Closet
[Closet Room]
Connection ID
Jack
LRS
PDS
SONUS VOICE
GATEWAY
Telephone
Telephony Devices
Backbone
Telephony Systems
[PBX]
Uprint Devices
Voice Mail Systems
XMU
Digital Camera
Document Camera
Projector
Microphone
Recorder
Screen
Video Camera
Video Conferencing
Unit
Video Player
Workstations
Mobile
Printer
Scanner
Lync Phone
EVS
Hostgroup
NAS
SAN Switch
Storage Array
Storage Pool
Storage Port
Establish list of servicesBackup Servers
Backup Polity
Storage Unit
Backup Software
Windows Server
Busway
APPLICATION
Unix Server
File Systems
LPAR
23HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
CONFIGURATION ITEMS
& ASSETS
NETWORK
Notebooks
Mobiles
ITSM RECORDSSERVICE CATALOG
INCIDENTS / PROBLEMS
CHANGE / REQUESTS
LOCATIONBUILDINGS
ORGANIZATION
SUPPORTING
GROUP
PEOPLEANALYSTS / STAFF / CUSTOMERS / USERS
Where s the impact?
Assignments
Servers
Ownerships
Which Organization is affected?
Impact
Group Members
Identify CI
Who s impacted
Telecom
Security
CMDB BLUEPRINT MODELING – REFERENCE DATA
24HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
DESIGN CONSIDERATIONS DURING THE WORKSHOP
VALUE
COMPLEXITY
TO INCLUDE IN THE CMDB?
1. VALUE:
Service Catalog Management
Request Fulfillment
Change/Release Management
Incident Management
Problem Management
Event Management
PROCESS SCALABILITY
Availability and Reporting
Service Level Management
Capacity and Performance
Service Continuity management
2. COMPLEXITY ($) Discover CI, relationships and dependencies Manage integrity Maintain accurate information Control CI Lifecycle
25HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
GUIDING QUESTIONS FOR WORKSHOPS
CMDB
VALUE?
Service
Catalog
Change Management
Request
Fulfillment
Incident Management
Problem
Management
Event Management
Asset Management
DISCOVERY
MANUAL
QUESTIONS?
How this CI type is relevant to ITSM?
How this CI relates to the Service Catalog?
How much will it cost to include this CI in the CMDB?
Can this CI be discovered?
Who will maintain this CI in the CMDB?
Can we set this CI to a generic item in the CMDB?
Do Services depend on CI of this type?
Which attributes are needed for measurement?
Which relationships are required for each process?
26HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
DESIGN PROCESS
17
Not part of any service
Data
Assessment
Is this Service Asset Type part of
any service?
Assess value to include
this CI Type in CMDB?
Highly valuable
Assess complexity to
Manage this CI Type?
Store this information
Update CMDB
Model
Document CI Type
Not Valuable to be included in CMDB
Include
Do not include
START
STOP
2. Creating specific labeling conventions
3. Define relationships to other CI Types
Yes
5. Define CI population method:
- Automation,
- Synchronization
- Federation
- Reconciliation
1. Create specific naming conventions for this CI Type
4. Define Documentation for CI Type
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2. CMDB SPAN
28HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
CI OWNERSHIP
OWNER
Who bought the hardware?
Who bought the software?
Who bought the licenses for the software products?
MANAGEMENT OWNERSHIP
Who manages the CI in the environment ?
Who provides sys admin duties on the CI ?
Who Accepts the Changes on the CI?
SERVICE OWNERSHIP
What services are provided by the device?
Who owns that service
Who Provides that service
Defines that service / Restricts or allows that service ?
28
USERS
Who uses the CI?
Who physically has the CI under their personal control
GOVERNANCE
Who Audits the CI?
29HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
EA, CMDB & SC STRUCTURES
Business Layer
Technology Layer
Application layer
SERVICE TREE
Business Service
Applications
Infrastructure Service
Data Center
Network
Telecom
CMDBSERVICE CI STRUCTURE
Application Service
EAARCHITECTURE DESIGN
SERVICE CATALOG SERVICE STRUCTURE
Business Service Catalog (External Community)
Business Service
Service Classification
Service Bundle
Service Request
Item
Application Service Application Service
Business Sub-Service
Business Process
Business Service
Application CI
Infrastructure Service
Infrastructure CI
Server
Database
Technical Service Catalog (Internal Community)
Technical Catalog
Service Classification
Service Bundle
Request Item
30HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 HGConcept All Rights Reserved
CI RELATIONSHIPS
Employee Group Server Network Application
ID Number
Last Name
First Name
Department
Group
Organization
Title
Location
Workstation n...
attribute n...
Name
Manager
Employee 1
Employee n...
Service n...
Service 1
Asset Name
Vendor
Model
Asset Name
Vendor
Model
Name
Family
Class
Type Host Server Service
Serial Number Memory Application Owner
Family Host Application 1 Application Approver
Class Physical Host Server
Relationship...
Host n...
Service n...
Service n,,,Assigned Group
Relationship...
Raw Data has immense value! But better information emerges when this data is linked by actual relationships.
Storing data is easy. But Linking, maintaining and controlling the data to produce information is harder.
31HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
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SERVICE LAYER APPLICATION LAYER TECHNOLOGY LAYER
Business
Process
Business
Service
Business
Service
Is Enabled by
Enables
Depends On
Used by
Service
Offering
Service Subscription
by User
Service Subscription
by LocationService Availability
Service Level
Agreements
Outages
[Incidents]
Location
User
Application
Service
Business
Application
Business
Application
UserAccess provided by
Access Provided to
Provides access to
Access provided by
Used by
Depends On
Application
Service
Technology
Service
VM Machines
Technology
Service
[Database]
Server
Runs On
Runs
Server
Rack
Database
Application
Database
Instance
Hosts
Hosted by
Depends On
Used by
In Rack
Switch Port
Switch
Racks Coutains
Circuit
UPS
Powered by
Powers
Feeds
Fed by
Room
Located in
Houses
Data Center
Countains Room
Router
Technology
Service
Web Service
Location
Scheduled
Downtime
[Changes]
Located in
Middleware
ApplicationRuns
Runs on
StorageSends Data to
Received Data from
CMDB MODELING - SERVICE
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APPLICATION
Application developed
in houseBusiness Application
Application
Application Suite
Program
Module
Macro Parameters table
Data file
Script Driver Patch Library
Database
Program
Module
Release
Support Applications Middleware3rd Party
software
CI TYPES
CI SUB-TYPES
CI ATTRIBUTES
CMDB MODELING - APPLICATION
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CMDB MODELING - NETWORK
WIRELESS
BUILDING
[Data Center]
ROOM
[Telecom Closet]
ROUTER
SWITCH
UPS
Cooper Cabling
FIBER OPTICS
SWITCH PORTS
ACL
[Access Lists]
CONNECTION ID
WIRELESS
CONTROLLER
SERVER
[Hardware / Virtual]
JACKS
VLANS
WIRED
INTERNET ACCESS
AUTHENTICATION
SECURITY
ACCESS POINT
AP
IP PHONE
3G/LTE MODEM
IPS
FIREWALL
VPN
CISCO SCE
LOAD BALANCER
DHCP
AIRWAVE WIFI
[Monitoring]
RADIUS SERVER
CRESTON DEVICE
IP CAMERA
LRS
PDS
Radionics
Lnl
NETWORK HARDWARE
VT HARDWARE
- Name
- IP address
- Model No.
- Serial No.
- Name
- IP address
- Model No.
- Serial No.
- Server Name
- IP address
- OS Version
- Radius App
- App Version
- Source
- Destination
- Source
- Destination
- Type
- QTY of Fibers
- Circuit No.
- Emergency Power Available
- Telecom Room ID
- Access Key
- Doors #
- Floor #
- Rack Type
- Name
- Building Number
- Address
- Alternate Name- Name
- Serial No.
- Model No.
- IP Address
- Model of Management Card
- Battery Type
- Power Circuit Connect To
- Name
- Serial No.
- Model No.
- IP Address
- Neighbors
- Ports
- Name
- Serial No.
- Model No.
- IP Address
- Neighbours
- Billing Type
- User Name
- DEPT
- ...
- Vlan Number
- Description
- IP Subnet
- Name
- Model No.
- Serial No.
- IP Address
- Location
- Access / Trunk
- Port Description
SERVICES
HUB
POE MidSpan
APPS
VPN
LOAD BALANCER
PHONE- Phone Name
- Phone ID#
- etc...
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3. CMDB METHODS
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POPULATING THE CMDB
Identify what can be discovered , manually entered, controlled and maintained?
DATA
CENTER
NETWORK
TELECOM
SERVERS
STORAGE
DBMS
APPLICATIONS
PO
PU
LATI
NG
TH
E C
MD
B
BUSINESS
SERVICE
APPLICATION
SERVICE
TECHNOLOGY
SERVICE
BUILDING
LOCATION
ORGANIZATION
PEOPLE
ANALYST
GROUP
OWNERSHIP
SLA
CI R
ELA
TIO
NS
HIP
S
CUSTOMERS
SERVICES
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SERVICE ARCHITECTURE
BUSINESS SERVICES
SUB-SERVICES
TECHNOLOGY
LAYER
[Infrastructure]
BUSINESS LAYER
[Service Offering]
BUSINESS PROCESS / FUNCTION
APPLICATIONS
DATA CENTERSERVERDATABASE
STORAGETELECOMNETWORK
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CI ATTRIBUTES - SERVERS
37
Server
Storage
Virtual Machine
Virtual Machine
Instance
[HOSTNAME]
Data Center
Network
Computer Room
Software
Miiddleware
Database
Business / supporting
Applications
Operating
Systems
COMMON ATTRIBUTES: HW / VM SERVER
Availability
CI Category
CI Description
CI ID
CI Name
CI Priority
CI Sub-Type
CI Type
Discovery Tool
Lifecycle Status
Location
MAC Address
Manufacturer
Model
Monitoring Tool
Operating System
Operational Status
Organization
Owner
Primary IP Address
Primary Supporting Group
Serial Number
Relationship
computer hosts virtual Machine
Relationship
Storage Device Attached to Computer
Relationship
Operating system runs on each Server
Relationship application Software running on Server
Relationship application database installed on Server
Relationship infrastructure running on Server
Server in Rack
ClusterFile
SystemsLogical Partitions Certificates
Relationship
Operating system runs on each Server
Relationship
Operating system runs on each Server
Relationship
Operating system runs on each Server
Relationship
Operating system runs on each Server
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BUILDING
[Data Center]
ROOM
[Telecom Closet]
SAN SWITCH
UPS
SAN SWITCH PORTS
SERVER
[Hardware / Virtual]
- Emergency Power Available
- Telecom Room ID
- Access Key
- Doors #
- Floor #
- Rack Type
- Name
- Building Number
- Address
- Alternate Name
- Name
- Serial No.
- Model No.
- Class
- IP Address
- Domain ID
- Fabric
- Maximum ports
- Ports used
- Is principal
- VLAN
Storage Array
NAS
Storage Array PORTS
EVS
- Name
- Serial No.
- Model No.
- Class
- IP Address
- VLAN
- Cache size
- Total capacity
- Used space
- Maximum ports
- Ports used
- Number of SSD parity groups
- Number of SAS parity groups
- Number of SATA parity groups
- Number of pools
- Controller 1 IP
- Controler 1 VLAN
- Controller 2 IP
- Controller 2 VLAN
Storage Pool
- Pool name
- Importance
- Pool priority (importance)
- Total Capacity
- Used Capacity
- Number of SSD parity groups
- Number of SAS parity groups
- Number of SATA parity groups
Hostgroup
- Hostgroup name
- Hostmode
- Storage ports
- Is Port Security Enabled
- Storage port name
- WWN
- Number of hostgroups
- Connection type
- Serial Number
- Node/Cluster Name
- Manufacturer
- Reseller
- Management IP
- Management IP Gateway
- Management IP VLAN
- Controller 1 IP
- Controler 1 VLAN
- Controller 2 IP
- Controller 2 VLAN
- EVS IP
- EVS IP Gateway
- EVS IP VLAN
- Name
- Cluster Node
- Protocol (CIFs or NFS)
- Security mode (Win, UNIX or mixed
- Index
- Blade
- Port Number
- Type
- Is enabled
- Port name
CI ATTRIBUTES – STORAGE
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CMDB WORKBOOKS
FILE NAME COMMENTARY
CMDB-Main Config workbook Common attributes / status list / in scope CI Types.
CMDB-Config workbook-Location Attributes for location
CMDB-Config workbook-Organization Attributes for organization
CMDB-Config workbook-People Attributes for People
CMDB-Config workbook-02-Data Center Attributes for Data Center, and in scope CI Types for Data Center Category
CMDB-Config workbook-02-Network Attributes for Network, and in scope CI Types for Network Category
CMDB-Config workbook-02-Telecom Attributes for Telecom, and in scope CI Types for Telecom Category
CMDB-Config workbook-03-Servers Attributes for Servers and VM Machines, and in scope CI Types
CMDB-Config workbook-04-Audio Visuals Classrooms Attributes for Devices and applications as part of Audio Visual Service.
CMDB-Config workbook-05-Database Attributes for Database category CI Types
CMDB-Config workbook-06-End user Computing Attributes for End-user computing
CMDB-Config workbook-07-Software Applications Attributes for Software/Applications
CMDB-Config workbook-08-Backup Attributes for Backup / Servers and Software
CMDB-Config workbook-08-Storage Attributes for Storage / Servers and Software
CMDB-Config workbook-09-Services Attributes for services
CMDB-Config workbook-10-Security Security attributes
CMDB-Config workbook-11-Documents Documents attributes
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CMDB WORKBOOK EXAMPLE - STORAGE
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4. IMPLEMENTATION STRATEGY
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CMDB IMPLEMENTATION STRATEGY
5
CMDB CONCEPTUAL
BLUEPRINT MODEL
INITIAL CMDB DESIGN DETAILED CMDB PLANNING
REVIEW
CMDB DESIGN
REVIEW
CMDB DESIGN
REVIEW
CMDB DESIGN
UPDATE PROCESS 4
UPDATE CI
IMPLEMENT PROCESS 6
POPULATE CI
UPDATE DETAILED
CMDB PLAN
PROCESS IMPLEMENTATION
STRATEGY
UPDATE CI
CHANGE MANAGEMENT
IMPLEMENT
CHANGE MANAGEMENT
POPULATE CI
PHASE 1
INITIATION
PHASE 2
PHASE 3
UPDATE PROCESS 3
UPDATE CI
IMPLEMENT PROCESS 5
POPULATE CI
CA
PA
BIL
ITIE
S D
EP
LOY
ME
NT
CMDB IMPLEMENTATION
IMPLEMENT SACMPOPULATE CMDB WAVE 1
UPDATE DETAILED
CMDB PLAN
POPULATE CMDB
CI WAVE 2
UPDATE DETAILED
CMDB PLAN
POPULATE CMDB
CI WAVE 3
MAP 1 SERVICE
CONSTRUCTION MASTER PLAN
IMPLEMENT PROCESS 4
POPULATE CI
IMPLEMENT PROCESS 3
POPULATE CI
UPDATE CI
CHANGE MANAGEMENT
PROCESS MATURITY
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CMDB IMPLEMENTATION STRATEGY
PHASE 2 PHASE 3
PHASE 1
POPULATING
CMDBPHASE 0CMDB BLUEPRINT
MODEL
DETAILED CMDB PLANNING
IMPLEMENT
CHANGE
MANAGEMENTPROCESS 2
IMPLEMENT
PROCESS 3
IMPLEMENT
PROCESS 5DETERMINE USERS/CUSTOMERS
DETERMINE USERS/CUSTOMERS
DETAILED CMDB PLANNING & STRATEGY FOR DEPLOYMENT[SERVICE ASSET & CONFIGURATION MANAGEMENT]
CI LISTINGS
WAVE 1
CI LISTING
WAVE 2
TOOL DECOMMISSIONING
PRE-TOOL DEPLOYMENTCI LISTINGS
WAVE 3
IMPLEMENT
PROCESS 4
IMPLEMENT
PROCESS 6
IMPLEMENT
SACMPROCESS 1
CMDB
SCOPE
MAP (3) SERVICES
IMPLEMENTATION
STRATEGY
CONSTRUCTION
PLAN
CMDB
GRANULARITY
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DATA CENTERCommidity Switch, CRAH, Heat Exchanger, MDVO, PDU, Circuits, Probe, Rack, RC Cooling, RD Cooling, UPS
DETAILED TOOL ANALYSIS & PLANNING
Decommissioning and Data Consolidations
APPLICATIONBusiness Application, Supporting Application, Middleware, 3
rd Party Apps, Module, Script, P
rep
are
dat
ase
ts f
or
Pro
du
cti
on
STORAGEEVS, Hostgroup, NAS, SAN Switch, Storage Array, Storage Pool, Backup Policy, Storage Unit
CI DATA RELATIONSHIPS MAPPING
REFERENCE DATAPeople , Locations, Supporting Groups, Access & Security, Ownerships
NETWORKACL, Firewall, Gigamon, Hub, Internet Provider, IPS, Load Balancer, Packet Shaper, Port Switch, Router, Switch, UPS, VLAN, Wireless, VPN
SERVERSPhysical & Virtual Machines, Certificates, Cluster, File Systems, Operating Systems
Pre
pare
dat
ase
ts f
or t
estin
g e
nviro
nme
nt
FEDERATIONS & INTEGRATIONSARCHITECTURE BASELINE
ANALYSIS
DATA LOADINGCMDB MODELING CI RELATIONSHIPS MAPPING
SERVICES
Business, Applications, Technology
TELECOMPanels, Cameras, Closets, Connection ID, Jack, LRS, PDS, Sonus Voice, Telephone, PBX, Uprint, XMU
DBMS
Database, Instance, Schema, DB Cluster
END-USER COMPUTINGWorkstations, Mobile, Printer, Scanner, Lync Phone
HARDWARECrestron, Camera, Projector, Microphone, Recorder, Screen, Video Conferecing unit
CMDB POPULATION WAVE STRATEGY
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SERVICENOW BOOKS BY HGCONCEPT
Hichem GuemiriSERVICENOW SOLUTION STRATEGIST HICHEM@HGConcept.com+1 (514) 247-0825
Maxime CarrierSERVICENOW SOLUTION ARCHITECTMAXIME@HGConcept.com+1 (514) 962-6136