Implementing a CMDB - Square Mile€¦ · ITIL Objectives Process Activity Required Capability ......
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Process Team Configuration Management Configuration Management CMDB CMDB Implementing a CMDB The Top 5 Lessons Learnt, 3 years after Implementation Author: Date: Harvey Davison March 2008
Transcript of Implementing a CMDB - Square Mile€¦ · ITIL Objectives Process Activity Required Capability ......
Process Team ConfigurationManagement
ConfigurationManagement CMDBCMDB
Implementing a CMDBThe Top 5 Lessons Learnt,
3 years after Implementation
Implementing a CMDBThe Top 5 Lessons Learnt,
3 years after Implementation
Author:Author:
Date:Date:Harvey DavisonHarvey Davison
March 2008March 2008
Improvement is part of everyone's job
01. Configuration – Different Data Sets & Interfaces
Cost ViewService View
System View (Physical)System View (Logical)
LocationsLocations
Cost OwnersCost Owners
Contracts•Maintenance
•Support•Licence
Contracts•Maintenance
•Support•Licence
VendorsVendors
CabinetsCabinets
Environment•Air Conditioning
•Power
Environment•Air Conditioning
•Power
Specifications•CPU
•Memory•Disk
Specifications•CPU
•Memory•Disk
Settings•IP Address
•Domain
Settings•IP Address
•Domain
Floor PlanFloor Plan
N
Cabinet PlanCabinet Plan
AvailabilityAvailability
BudgetBudget
CommonData
CommonData
Services•Service Hours
•Contacts•Approvers
Services•Service Hours
•Contacts•Approvers
Service Events•Incidents•Problems•Changes
Service Events•Incidents•Problems•Changes
Workflow
Server
Improvement is part of everyone's job
02. Lesson Learnt #1
1. Define your Objective
vs.Cost£
Service
Improvement is part of everyone's job
03. Requirements - ITIL Guidelines for Change Management
ITIL Process Objectives
‘Assess the impact, cost, benefit and risk of
proposed changes’
‘Assess the impact, cost, benefit and risk of
proposed changes’
‘Developing business justification and obtaining
Approval’
‘Developing business justification and obtaining
Approval’
‘Managing andco-ordinating Change
implementation’
‘Managing andco-ordinating Change
implementation’
Improvement is part of everyone's job
04. Requirements - Breakdown Discrete Activities
ITIL Process Objectives Process Activity
‘Assess the impact, cost, benefit and risk of
proposed changes’
‘Assess the impact, cost, benefit and risk of
proposed changes’
‘Developing business justification and obtaining
Approval’
‘Developing business justification and obtaining
Approval’
‘Managing andco-ordinating Change
implementation’
‘Managing andco-ordinating Change
implementation’
Scheduleaccording to Service Hours
Scheduleaccording to Service Hours
Approvethe change
Approvethe change
Scheduleaccording to change conflicts
Scheduleaccording to change conflicts
Assessthe Technical approach
Assessthe Technical approach
Assessthe Service impact
Assessthe Service impact
Improvement is part of everyone's job
05. Requirements - Define Required Capabilities
Required CapabilityITIL Objectives Process Activity
‘Assess the impact, cost, benefit and risk of
proposed changes’
‘Assess the impact, cost, benefit and risk of
proposed changes’
‘Developing business justification and obtaining
Approval’
‘Developing business justification and obtaining
Approval’
‘Managing andco-ordinating Change
implementation’
‘Managing andco-ordinating Change
implementation’
Scheduleaccording to Service Hours
Scheduleaccording to Service Hours
Approvethe change
Approvethe change
Scheduleaccording to change conflicts
Scheduleaccording to change conflicts
Assessthe Technical approach
Assessthe Technical approach
Assessthe Service impact
Assessthe Service impact
IdentifyService Hours
IdentifyChange Approvers
IdentifyChange Conflicts
IdentifyTechnical Assessors
IdentifyService Assessors
0
½
1
½
1
Improvement is part of everyone's job
06. Lesson Learnt #2
2. Define your Customers & Requirements
1. Define your Objective
vs.Cost£
Service
CustomersCustomers
ITILITIL ReqsReqs
Improvement is part of everyone's job
07. Prioritise the Scope - Item Type
TypeServers
(Directly Service Aligned)
Servers(Non-Directly
Service Aligned)
Simpler Infrastructure(e.g. Storage)
Complex Infrastructure(e.g. Network)
Improvement is part of everyone's job
08. Prioritise the Scope - Item Role
TypeServers
(Directly Service Aligned)
Servers(Non-Directly
Service Aligned)
Simpler Infrastructure(e.g. Storage)
Complex Infrastructure(e.g. Network)
RoleProduction Test Development
In Scope Maybe in Scope? Maybe out of Scope
Improvement is part of everyone's job
09. Prioritise the Scope - Item Status
TypeServers
(Directly Service Aligned)
Servers(Non-Directly
Service Aligned)
Simpler Infrastructure(e.g. Storage)
Complex Infrastructure(e.g. Network)
RoleProduction Test Development
In Scope Maybe in Scope? Maybe out of Scope
StatusDecommissionedDecommissionedRedundantRedundantInactiveInactiveActiveActiveImplementationImplementationProposedProposed
In ScopeMaybe in Scope? Maybe in Scope? Maybe out
of Scope?
Improvement is part of everyone's job
10. Scope – Start Simple & Add Complexity Later
Networks Storage Servers
Type
Production
Test
Development
RoleStatus
Post-Active
Pre-Active
Active
ServiceManagement
Scope
ServiceManagement
ScopeCost
ManagementScope
CostManagement
Scope
Improvement is part of everyone's job
11. Lesson Learnt #3
2. Define your Customers & Requirements 3. Manage your Scope
1. Define your Objective
vs.Cost£
Service
CustomersCustomers
ITILITIL ReqsReqs
Improvement is part of everyone's job
12. Structure - Using Hierarchy to show Service Risk
ServiceLayer
SystemLayer
LogicalHostLayer
PhysicalHostLayer
InternetBankingService
InternetBankingService
Unix Server 1Unix Server 1
InternetBanking Website
InternetBanking Website
LogicalPartition A
LogicalPartition A
Global Customer Database
Global Customer Database
Mortgage Administration
System
Mortgage Administration
System
Mortgage Service
Mortgage Service
Mainframe 2Mainframe 2 WindowsServer 3
WindowsServer 3
VirtualServer B
VirtualServer B
?
Improvement is part of everyone's job
13. Attributes – ‘Identify Change Approvers’ example
Required CapabilityITIL Process Objectives Process Activity
‘Assess the impact, cost, benefit and risk of
proposed changes’
‘Assess the impact, cost, benefit and risk of
proposed changes’
‘Developing business justification and obtaining
Approval’
‘Developing business justification and obtaining
Approval’
‘Managing andco-ordinating Change
implementation’
‘Managing andco-ordinating Change
implementation’
Scheduleaccording to Service Hours
Scheduleaccording to Service Hours
Approvethe change
Approvethe change
Scheduleaccording to change conflicts
Scheduleaccording to change conflicts
Assessthe Technical approach
Assessthe Technical approach
Assessthe Service impact
Assessthe Service impact
IdentifyService Hours
IdentifyChange Approvers
IdentifyChange Conflicts
IdentifyTechnical Assessors
IdentifyService Assessors
Improvement is part of everyone's job
14. Attributes - Applying the Input / Output Test
Input - Known Data Data Output - Required Data
Approval based on Item
Approval based on TaskChange Mgt Ref Data
CMDB
Name Appserver123
Barcode LTSB12345
Serial no. XYZ45678
Task Type Maintain Crypto-keys
ServiceService
SystemSystem
Logical HostLogical Host
Physical HostPhysical Host
Change Task ListChange Task List
Approver {Infrastructure Support} Mgr
Approver {Application Support Mgr}
Approver {Service Manager}
Approver {Task Owner}
Remote Control ID Endpoint15.c.31a
Improvement is part of everyone's job
15. Lesson Learnt #4
2. Define your Customers & Requirements 3. Manage your Scope
4. Design your Data Model
1. Define your Objective
vs.Cost£
Service
CustomersCustomers
ITILITIL ReqsReqs
Improvement is part of everyone's job
16. Process – Identifying Your Definitive Data
ServiceLayer
SystemLayer
LogicalHostLayer
PhysicalHostLayer
BankingService
BankingService
LogicalPartition A
LogicalPartition A
Global Customer Database
Global Customer Database
Mainframe 2Mainframe 2
Improvement is part of everyone's job
17. Process – Identifying Your Definitive Data
Item Detail
ServiceLayer
SystemLayer
LogicalHostLayer
PhysicalHostLayer
BankingService
BankingService
LogicalPartition A
LogicalPartition A
Global Customer Database
Global Customer Database
Mainframe 2Mainframe 2
SLASLA
DesignDesign
InventoryScan Tool
InventoryScan Tool
Data CentreInventory
Data CentreInventory
Improvement is part of everyone's job
18. Process – Identifying Your Definitive Data
Item Detail Item Status
Data CentreInventory
Data CentreInventory
InventoryScan Tool
InventoryScan Tool
DesignDesign
SLASLA
Service Manager
System Manager
System Manager
Data Centre Manager
ServiceLayer
SystemLayer
LogicalHostLayer
PhysicalHostLayer
BankingService
BankingService
LogicalPartition A
LogicalPartition A
Global Customer Database
Global Customer Database
Mainframe 2Mainframe 2
Improvement is part of everyone's job
19. Process – Identifying Your Definitive Data
Item Detail Item Status Relationships
Data CentreInventory
Data CentreInventory
InventoryScan Tool
InventoryScan Tool
DesignDesign
SLASLA
Service Manager
System Manager
System Manager
Data Centre Manager
Service Manager
Support Tech
DesignDesign
System Manager
ApplicationScan Tool
ApplicationScan Tool
ServiceLayer
SystemLayer
LogicalHostLayer
PhysicalHostLayer
BankingService
BankingService
LogicalPartition A
LogicalPartition A
Global Customer Database
Global Customer Database
Mainframe 2Mainframe 2
Improvement is part of everyone's job
20. Process – Design the Best Way from A to B
Item Detail Item Status Relationships
ScanScan
Service Manager
InventoryInventoryHardware
Release
SystemsMgt
Service Manager
Service Manager
Service Manager
Service Manager
Service Manager
Service Manager
Support Tech
System Manager
ServiceLayer
SystemLayer
LogicalHostLayer
PhysicalHostLayer
BankingService
BankingService
LogicalPartition A
LogicalPartition A
Global Customer Database
Global Customer Database
Mainframe 2Mainframe 2
Improvement is part of everyone's job
21. Lessons Learnt
2. Define your Customers & Requirements 3. Manage your Scope
4. Design your Data Model5. Define your Process
1. Define your Objective
vs.Cost£
Service
CustomersCustomers
ITILITIL ReqsReqs
SourceSourceProcess
Dependency
