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8/8/2019 Building an Enterprise CMDB for ITSM-Progress Energy
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Building theEnterprise CMDB
Bill Iffland
Enterprise Configuration Manager
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Our CompanyTechnology Profile
Worksta(ons&Printers 9,264desktops
3,892laptops
854RuggedLaptops
2,323networkedprinters
Communica(onsInfrastructure
2,300+milesoffiber
388BaseStaCons
124towers
99PBXs
Applica(ons 850+inPorGolio
Servers
926
Mainframe
1,800MIPS
Storage 300+Terabytes–Online
460+Terabytes–Tape
Security
10,000+firewallrules
39VPNs 108firewalls
IT&TStaff 700+
EndUsers 13,800+
Loca(ons 1,854
ServiceDesk 181,000+contacts/yr
Communica(ons
22,340voiceports
5,000ellphones
700+Blackberries
3,088pagers 4,300+two-wayradios
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Good to GreatCulture of Discipline
“Sustained great results depend uponbuilding a culture full of self-disciplined
people who adhere to a consistent system
with freedom and responsibility within theframework of that system.”
- JIM COLLINS, author of ‘Good To Great’
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Configuration Management ProcessConfiguration Management System
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Configuration Management ProcessConfiguration Management System
• A set of tools and databases that are used tomanage the IT configuration data: – Incidents, Problems, Known Errors, Changes,
Releases
– May contain employee, supplier, location,customer, business unit, and user data
– Tools for collecting, storing, managing, updatingand presenting CI and relationship data
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Configuration Management ProcessConfiguration Management System
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Configuration ManagementDisciplined Thought – Process Maturity
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Configuration ManagementDisciplined Thought – Process Maturity
NoInventory
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Configuration ManagementDisciplined Thought – Process Maturity
AssetInventoryNoInventory
2000500
350010
150005000
2003000
120010000
6001000
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Configuration ManagementDisciplined Thought – Process Maturity
AssetManagement
AssetInventoryNoInventory
2000500
350010
150005000
2003000
120010000
6001000
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Configuration ManagementDisciplined Thought – Process Maturity
SerialNumbers
Status
LocaCon
Financials/ontracts
Vendor
Manufacturer
Licenses
Upgrades
Version
Department
hangeRequests
Incidents
Problems
AssetManagement
AssetInventoryNoInventory
2000500
350010
150005000
2003000
120010000
6001000
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Configuration ManagementDisciplined Thought – Process Maturity
SerialNumbers
Status
LocaCon
Financials/ontracts
Vendor
Manufacturer
Licenses
Upgrades
Version
Department
hangeRequests
Incidents
Problems
onfiguraConManagement
AssetManagement
AssetInventoryNoInventory
2000500
350010
150005000
2003000
120010000
6001000
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Configuration ManagementDisciplined Thought – Process Maturity
AssetRelaConships
UserorrelaCon
ImpactAnalysis
Predictablehange
ProacCvePM&KB
SerialNumbers
Status
LocaCon
Financials/ontracts
Vendor
Manufacturer
Licenses
Upgrades
Version
Department
hangeRequests
Incidents
Problems
onfiguraConManagement
AssetManagement
AssetInventoryNoInventory
2000500
350010
150005000
2003000
120010000
6001000
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Configuration ManagementDisciplined Thought – Process Maturity
AssetRelaConships
UserorrelaCon
ImpactAnalysis
Predictablehange
ProacCvePM&KB
SerialNumbers
Status
LocaCon
Financials/ontracts
Vendor
Manufacturer
Licenses
Upgrades
Version
Department
hangeRequests
Incidents
Problems
onfiguraConManagement
AssetManagement
AssetInventoryNoInventory
2000500
350010
150005000
2003000
120010000
6001000
User
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Configuration ManagementDisciplined Thought – Process Maturity
AssetRelaConships
UserorrelaCon
ImpactAnalysis
Predictablehange
ProacCvePM&KB
SerialNumbers
Status
LocaCon
Financials/ontracts
Vendor
Manufacturer
Licenses
Upgrades
Version
Department
hangeRequests
Incidents
Problems
onfiguraConManagement
AssetManagement
AssetInventoryNoInventory
2000500
350010
150005000
2003000
120010000
6001000
User
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Our “World”Disciplined Thought – Identification
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Our “World”Disciplined Thought – Identification
People
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Our “World”Disciplined Thought – Identification
People
OrganizaCon
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Our “World”Disciplined Thought – Identification
People
OrganizaCon
Tickets
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Our “World”Disciplined Thought – Identification
People
roup
OrganizaCon
Tickets
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Our “World”Disciplined Thought – Identification
People
roup
OrganizaCon LocaCon
Tickets
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Our “World”Disciplined Thought – Identification
People
roup
OrganizaCon LocaCon
Tickets Service
Asset
Is
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Our CMS in the beginningDisciplined Thought – No Hedgehog Concept
Loca%on
Hardware
Assets
Loca%on
People
Tickets
Group
Loca%on
People
Tickets
Hardware
Assets
People
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Our CMS YesterdayDisciplined Thought – Concept Developing
roup
LocaCon
People
Tickets
LocaCon
Hardware/
SowareAssets
People
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Our CMS YesterdayDisciplined Thought – Concept Developing
roup
LocaCon
People
Tickets
Desktop
Assets
LocaCon
Hardware/
SowareAssets
People
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Our CMS TodayDisciplined Thought – Concept Matured
CIs
Assets
Services
People
roup
OrganizaCon
LocaCon
TicketsService
Asset
CIs
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Configuration ItemsDisciplined Thought – CIs defined
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Configuration ItemsDisciplined Thought – CIs defined
Hardware
Anycomputer,storage,networktransport,telecommunicaCon,ortesCng
device,andfacilityinfrastructureorequipment.
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Configuration ItemsDisciplined Thought – CIs defined
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Configuration ItemsDisciplined Thought – CIs defined
Hostname
AnynamegiventocomputerhardwarerunninganetworkoperaCngsystem
acCngasaserver,ornetworkhardwareprovidingdatatransport.
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Configuration ItemsDisciplined Thought – CIs defined
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Configuration ItemsDisciplined Thought – CIs defined
Resource
Alogicalnameforaninfrastructure,database,mainframe,orwebservices.
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Configuration ItemsDisciplined Thought – CIs defined
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Configuration ItemsDisciplined Thought – CIs defined
Soware
AnyprogramexecuCngonhardware(i.e.byconsumingresourcessupplied
byhostnames)
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Configuration ItemsDisciplined Thought – CIs defined
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Configuration ItemsDisciplined Thought – CIs defined
Business
Service
AnyuniquecollecConoftheotherIs.TypicallydefinedbyasetofSoware
Isorcommonaribute.
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Configuration ItemsDisciplined Thought – CIs defined
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CI RelationshipsDisciplined Thought – Topology defined
SowareHostnameHardware Resource Business
Service
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DownstreamUpstream
CI RelationshipsDisciplined Thought – Topology defined
SowareHostnameHardware Resource Business
Service
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AutomaCcDownstreamUpstream
CI RelationshipsDisciplined Thought – Topology defined
SowareHostnameHardware Resource Business
Service
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AutomaCc
Manual
DownstreamUpstream
CI RelationshipsDisciplined Thought – Topology defined
SowareHostnameHardware Resource Business
Service
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CI RelationshipsDisciplined Thought – Topology defined
AutomaCc
Manual
Downstream Upstream
Soware Hostname HardwareResourceBusiness
Service
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CI TopologiesDisciplined Thought – Basic Patterns
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CI TopologiesDisciplined Thought – Basic Patterns
HST1Report
SW DB1
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CI TopologiesDisciplined Thought – Basic Patterns
HST1Report
SW DB1
HST11DB2
AppX
HST10AppSvc
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CI TopologiesDisciplined Thought – Reusable Patterns
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CI TopologiesDisciplined Thought – Reusable Patterns
PNET
PORTAL
DBP
PNET WWW2
WWW3
WWW1
HST5DB101
WW1::WORLDWIDE
WEBPUBLISHIN
SERV
WW2::WORLDWIDE
WEBPUBLISHIN
SERV
WW3::WORLDWIDE
WEBPUBLISHIN
SERV
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CI TopologiesDisciplined Thought – Reusable Patterns
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CI TopologiesDisciplined Thought – Reusable Patterns
APPY
DBP
VM6
HST60
HST61
WW1::WORLDWIDE
WEBPUBLISHIN
SERV
DBX
DBY
DBP
VM5
HST50
HST51
SXD
SYD
APPX
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Our “World View”Disciplined Thought – CMS Framework
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Our “World View”Disciplined Thought – CMS Framework
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Our “World View”Disciplined Thought – CMS Framework
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Our “World View”Disciplined Thought – CMS Framework
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Our “World View”Disciplined Thought – CMS Framework
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Our “World View”Disciplined Thought – CMS Framework
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Our “World View”Disciplined Thought – CMS Framework
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GetITT: CI – centricDisciplined Action
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GetITT: CI – centricDisciplined Action
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GetITT: Dependency AnalysisDisciplined Action
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GetITT: Impact AnalysisDisciplined Action
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ITIL V3 Service Lifecycle ModelMoving Good to Great – Our Culture Matures
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Configuration Mgmt RoadmapDisciplined Thought – Charting our course
22
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Configuration Mgmt RoadmapDisciplined Thought – Charting our course
22
Config. Mgmt &
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Configuration Mgmt RoadmapDisciplined Thought – Charting our course
22
Config. Mgmt & Consolidate
Auto-populate
C f
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Configuration Mgmt RoadmapDisciplined Thought – Charting our course
22
Config. Mgmt & Consolidate
Auto-populate
Build CI
C fi ti M t R d
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Configuration Mgmt RoadmapDisciplined Thought – Charting our course
22
Config. Mgmt & Consolidate
Auto-populate
Build CI ‘Federated’
C fi ti M t R d
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Configuration Mgmt RoadmapDisciplined Thought – Charting our course
22
Config. Mgmt & Consolidate
Auto-populate
Build CI ‘Federated’
Assess
C fi ti M t R d
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Configuration Mgmt RoadmapDisciplined Thought – Charting our course
22
Config. Mgmt & Consolidate
Auto-populate
Build CI ‘Federated’ GetITT CMDB & Config. Mgmt
Assess
C fi ti M t R d
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Configuration Mgmt RoadmapDisciplined Thought – Charting our course
22
Config. Mgmt & Consolidate
Auto-populate
Build CI ‘Federated’ GetITT CMDB & Config. Mgmt
Integrated CMDB
Assess
C fi ti M t R d
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Configuration Mgmt RoadmapDisciplined Thought – Charting our course
22
Config. Mgmt & Consolidate
Auto-populate
Build CI ‘Federated’ GetITT CMDB & Config. Mgmt
Integrated CMDB
Circuit DB in
Assess
C fi ti M t R d
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Configuration Mgmt RoadmapDisciplined Thought – Charting our course
22
Config. Mgmt & Consolidate
Auto-populate
Build CI ‘Federated’ GetITT CMDB & Config. Mgmt
Integrated CMDB
Circuit DB in
Run book
Assess
O t CMS/CMDB Vi i
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Our near-term CMS/CMDB VisionDisciplined Action
O t CMS/CMDB Vi i
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Our near-term CMS/CMDB VisionDisciplined Action
• Business Services defined as CIs
O t CMS/CMDB Vi i
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Our near-term CMS/CMDB VisionDisciplined Action
• Business Services defined as CIs• Integrated Service Catalog used to provision IT
services (internal and external)
O t CMS/CMDB Vi i
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Our near-term CMS/CMDB VisionDisciplined Action
• Business Services defined as CIs• Integrated Service Catalog used to provision IT
services (internal and external)
• GetITT is the ‘system of record’ for Asset and
Services CIs
Our near term CMS/CMDB Vision
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Our near-term CMS/CMDB VisionDisciplined Action
• Business Services defined as CIs• Integrated Service Catalog used to provision IT
services (internal and external)
• GetITT is the ‘system of record’ for Asset and
Services CIs• Integrated Auto-discovery used to populate and
reconcile CMDB data
Our near term CMS/CMDB Vision
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Our near-term CMS/CMDB VisionDisciplined Action
• Business Services defined as CIs• Integrated Service Catalog used to provision IT
services (internal and external)
• GetITT is the ‘system of record’ for Asset and
Services CIs• Integrated Auto-discovery used to populate and
reconcile CMDB data
• Undocumented changes captured through
baseline/discovery
Our near term CMS/CMDB Vision
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Our near-term CMS/CMDB VisionDisciplined Action
• Business Services defined as CIs• Integrated Service Catalog used to provision IT
services (internal and external)
• GetITT is the ‘system of record’ for Asset and
Services CIs• Integrated Auto-discovery used to populate and
reconcile CMDB data
• Undocumented changes captured through
baseline/discovery• Dashboard thresholds used to direct pro-active
Problem Mgmt efforts
Measure with Reporting
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Measure with ReportingDisciplined Thought - Face the Brutal Facts
Measure with Reporting
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Measure with ReportingDisciplined Thought - Face the Brutal Facts
MaturityofRepor(ngCapabili(es
I n f o r m a ( o n A d v a n t a g e
StandardReports
Ad Hoc
Reports
QueryDrilldown
Alerts
StatisticalAnalysis
Forecasting
Optimization
PredictiveModeling
Whathappened?
Howmany,howoen,where?
Whatexactlyistheproblem?
WhatacConsareneeded?
Whyisithappening?
WhatifthesetrendsconCnue?
Whatwillhappennext?
What’sthebestthatcanhappen?
ThisdiagramhasbeenadaptedfromSASInc.
Measure Software Asset CIs
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Measure Software Asset CIsDisciplined Action – New metrics
Measure Software Asset CIs
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Measure Software Asset CIsDisciplined Action – New metrics
• 2 sub-categories of software asset CIs: – Application
– Infrastructure
Measure Software Asset CIs
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Measure Software Asset CIsDisciplined Action – New metrics
• 2 sub-categories of software asset CIs: – Application
– Infrastructure
• 2 measurements: – Completeness = Critical fields are populated, specific Group and
User relationships exist and specific topological dependencyrelationships exist.
– Validity = The required fields are true and relationships are madewith active/deployed Groups, Users, and other CIs.
Measure Software Asset CIs
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Measure Software Asset CIsDisciplined Action – New metrics
• 2 sub-categories of software asset CIs: – Application
– Infrastructure
• 2 measurements: – Completeness = Critical fields are populated, specific Group and
User relationships exist and specific topological dependencyrelationships exist.
– Validity = The required fields are true and relationships are madewith active/deployed Groups, Users, and other CIs.
• Each measurement includes: – 9 fields
– 5 role relationships
– 2 CI relationships
Configuration Mgmt Audit/Verify
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Configuration Mgmt Audit/VerifyDisciplined Thought and Action
Configuration Mgmt Audit/Verify
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Configuration Mgmt Audit/VerifyDisciplined Thought and Action
ProductionEnvironment
Configuration Mgmt Audit/Verify
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auto-discover
reconcilereport
Configuration Mgmt Audit/VerifyDisciplined Thought and Action
ProductionEnvironment
Configuration Mgmt Audit/Verify
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auto-discover
reconcilereport
Configuration Mgmt Audit/VerifyDisciplined Thought and Action
ProductionEnvironment
CMS/CMDB
GetITT: Integrated Auto-Discovery
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GetITT: Integrated Auto-DiscoveryDisciplined Action
GetITT: Integrated Auto-Discovery
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GetITT: Integrated Auto-DiscoveryDisciplined Action
• Identifies computers, servers, applications, network devices, printers, and UPS’
GetITT: Integrated Auto-Discovery
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GetITT: Integrated Auto-DiscoveryDisciplined Action
• Identifies computers, servers, applications, network devices, printers, and UPS’• Can find most IP-based devices connected within enterprise network
GetITT: Integrated Auto-Discovery
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GetITT: Integrated Auto-DiscoveryDisciplined Action
• Identifies computers, servers, applications, network devices, printers, and UPS’• Can find most IP-based devices connected within enterprise network• Finds what software is running and related TCP connections between application and
dependent systems
GetITT: Integrated Auto-Discovery
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GetITT: Integrated Auto-DiscoveryDisciplined Action
• Identifies computers, servers, applications, network devices, printers, and UPS’• Can find most IP-based devices connected within enterprise network• Finds what software is running and related TCP connections between application and
dependent systems
GetITT: Actionable Dashboards
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GetITT: Actionable DashboardsDisciplined Action
GetITT: Actionable Dashboards
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GetITT: Actionable DashboardsDisciplined Action
• Automatically populates the CMDB with results of its explorations
GetITT: Actionable Dashboards
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GetITT: Actionable DashboardsDisciplined Action
• Automatically populates the CMDB with results of its explorations• Coalescing ensures an accurate accounting of operating environment
GetITT: Actionable Dashboards
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GetITT: Actionable DashboardsDisciplined Action
• Automatically populates the CMDB with results of its explorations• Coalescing ensures an accurate accounting of operating environment• Baselining allows changes to be tracked against last CI known ‘states’
GetITT: Actionable Dashboards
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GetITT: Actionable DashboardsDisciplined Action
• Automatically populates the CMDB with results of its explorations• Coalescing ensures an accurate accounting of operating environment• Baselining allows changes to be tracked against last CI known ‘states’
Our long-term CMS Vision
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Our long term CMS VisionIntegrating CMDBs – Lofty Goals (BHAG)
Tech.StrategicPlan
BusinessTech
Plans
ETPPlanKey
IniCaCves
ServiceStrategyCMDB Projects
Requirements
SpecificaCons
TestPlans Design
Documents
ServiceDesignCMDB
ServiceTransi3on/
Opera3onCMDB
People
OrganizaCon
Loca(on
Tickets Service
Asset
CIsGroup
Questions & Answers
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Questions & Answers
bill.iffland@pgnmail.com
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