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IT Services Essentials:
CMDB’s Strategic Role in IT ServicesConfiguration Management Moves Front & Center
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Speaker Bios
DON CASSON, CEO, EVERGREEN SYSTEMS
Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals.
Contact: [email protected]
JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS
Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years. Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)
Contact: [email protected]
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Today’s Agenda
• About Evergreen• CMDB’s Strategic Role in IT Services• Evergreen’s Self-Service Catalog & Portal (built
on ServiceNow)• Possible Next Steps / Q&A
• 80-person U.S. IT Consulting Firm
• Worked with hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Organizations
• Full lifecycle firm with deep ITSM / ITIL transformation experience
• One of Top 5 ServiceNow U.S. partners
• Primary Focus – “Customer-Centric IT Service Management”
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About Evergreen Systems
Sample ClientsQuick Facts
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Traditional ITSM – Where’s the Customer?
Incident
Change
Problem
Knowledge
Self Service Catalog & Portal
Start!!
2 Years Later…
Here I am!
How Can This Even Happen?
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Start With the Customer – Change What You Do
Self Service Catalog & Portal
Change
Problem
Knowledge
Incident
The Customer is a “Litmus Test” of Real Value
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Useful Grounding
Service Owner. A role which is accountable for the delivery of a specific IT Service.
Configuration Item (CI). Any component that needs to be managed in order to deliver an IT Service. CIs typically include services, software, hardware, people and documentation.
Configuration Management. The Process responsible for maintaining information about Configuration Items (CIs) required to deliver an IT Service.
CMDB. A database used to store Configuration Records throughout their lifecycle. Each CMDB stores attributes and relationships of CIs.
ITIL def…
Why Have CMDBs Not Delivered Value?
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• A solution in search of a problem
• Lack of best practices
• Got lost in the details
• No clear purpose means no consistency
Why Have CMDBs Not Delivered Value?
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• Poor & contradictory data sources• Big bang versus iterative approach• Poor technology & moving target caused
by virtualization / cloud
What Is Different Now?
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• CEO desire for employee “Amazon like” experience
• Pressure of the DevOps cycle
• Shared Services opportunity for IT
What Is Different Now?
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• IT’s role as Service Provider / Broker vs. Technology Provider
• Emergence of services over technical activities
• Emerging role of Service Owner
Request Outcome
Why Does This Make CMDB Essential?
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• Supports modular, reusable services• Enables end to end service delivery &
ownership• Bill of IT in a customer-valuable way• Makes variable Service Offerings possible• Supports KPIs the customer cares about• Provides true top to bottom service
visibility
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Supports Modular, Reusable Services
Build reusable service modules
Combine them to create new services
Manage each service as a configuration item (CI) to give you accountability
A SERVICE
SILO
SILOSILO
SILO
SILOSvcSvc
Svc
Svc
Svc
Configuration Management Benefits
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• Manage each service or sub-service as a configuration item (CI)
• Drives service consistency, accuracy, efficiency, agility, reuse
• Promotes customer alignment end to end• Drives 80/20 thinking down into IT • Enables manageability, measurability & change• Improves ability to “think globally, act locally”
Service Owner
SILO
Service Owner
SILOService Owner
SILO
Service Owner
SILO
Svc
A SERVICE
Service Owner
SILO
Svc
Svc
Svc
Customer
Service Owner
RequestOutcome
Service Providers
Svc
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Enables End to End Service Delivery & Ownership
Customer & Service Owner Alignment
See – Learn – Change Owner & Provider Alignment
Virtuous Circle of Improvement
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Service Owner
SILO
Svc
SvcSvc
Svc
Bill of IT in a Customer Valuable Way
Cost Elements
Hardware Tools & Software
Facilities Labor Third Party
Makes Variable Service Offerings Possible
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O f f e r / F e a t u r e O p t i o n sP e r f o r m a n c e O p t i o n sS e r v i c e Av a i l a b i l i t y O p t i o n sO u t o f S e r v i c e R e s p o n s e T i m e O p t i o n s
P R I C E / P E R F O R M A N C E T R A D E O F F S
Supports KPIs the Customer Cares About
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Customer
Service Owner
Service Provider
Service ProviderService Provider
Service Provider
Service Provider
Service Provider
Great Customer experienceOn time deliveryAvailable & fast when I need it
Measure Customer satisfactionConsistently set & meet delivery expectationsService availability
Consistently set & meet delivery expectationsService availability
SLAs
OLAs
Continuous Improvement
KPIs
Provides True Top to Bottom Service Visibility
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Con-sumer
SvcSvc
Svc
Svc
Svc
Svc
Con-sumer
Svc
Application
Service CIs Consumption Mapped
Discovered Infrastructure
Customer
Keys to Repurposing the CMDB
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Pilot the Thinking…
• BAD CMDB• Begin top down with a few key services• Assign Service Owners• Roll KPIs / SLAs up and down• Create a pilot Service Owner’s “workspace” – for
real time service management
Service Owner’s Workspace
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Evergreen’s Self-Service Catalog & Portal
Demo
POWERED BY SERVICENOW
One-Day, Private Service
Catalog Workshop $3,950
Demo our “Metro Style” Self Service Catalog & Portal yourself!
Possible Next Steps?
http://www.evergreensys.com23
See how our graphical Service Taxonomy Designer works
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• Questions?• Thank you for your time.
Wrap-Up
