Building an Enterprise CMDB for ITSM-Progress Energy

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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• 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 ManagementDisciplined Thought – Process Maturity




NoInventory




AssetInventoryNoInventory

2000500

350010

150005000

2003000

120010000

6001000




AssetManagement


2000500

350010

150005000

2003000

120010000

6001000




SerialNumbers

Status

LocaCon

Financials/ontracts

Vendor

Manufacturer

Licenses

Upgrades

Version

Department

hangeRequests

Incidents

Problems

AssetManagement


2000500

350010

150005000

2003000

120010000

6001000




SerialNumbers

Status

LocaCon

Financials/ontracts

Vendor

Manufacturer

Licenses

Upgrades

Version

Department

hangeRequests

Incidents

Problems

onfiguraConManagement

AssetManagement


2000500

350010

150005000

2003000

120010000

6001000




AssetRelaConships

UserorrelaCon

ImpactAnalysis

Predictablehange

ProacCvePM&KB

SerialNumbers

Status

LocaCon

Financials/ontracts

Vendor

Manufacturer

Licenses

Upgrades

Version

Department

hangeRequests

Incidents

Problems


AssetManagement


2000500

350010

150005000

2003000

120010000

6001000




AssetRelaConships

UserorrelaCon

ImpactAnalysis

Predictablehange

ProacCvePM&KB

SerialNumbers

Status

LocaCon

Financials/ontracts

Vendor

Manufacturer

Licenses

Upgrades

Version

Department

hangeRequests

Incidents

Problems


AssetManagement


2000500

350010

150005000

2003000

120010000

6001000

User




AssetRelaConships

UserorrelaCon

ImpactAnalysis

Predictablehange

ProacCvePM&KB

SerialNumbers

Status

LocaCon

Financials/ontracts

Vendor

Manufacturer

Licenses

Upgrades

Version

Department

hangeRequests

Incidents

Problems


AssetManagement


2000500

350010

150005000

2003000

120010000

6001000

User



Our “World”Disciplined Thought – Identification




People




People

OrganizaCon




People

OrganizaCon

Tickets



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People

roup

OrganizaCon

Tickets



10


People

roup

OrganizaCon LocaCon

Tickets



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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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Hardware

Anycomputer,storage,networktransport,telecommunicaCon,ortesCng

device,andfacilityinfrastructureorequipment.



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Hostname

AnynamegiventocomputerhardwarerunninganetworkoperaCngsystem

acCngasaserver,ornetworkhardwareprovidingdatatransport.



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Resource

Alogicalnameforaninfrastructure,database,mainframe,orwebservices.



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10


Soware

AnyprogramexecuCngonhardware(i.e.byconsumingresourcessupplied

byhostnames)



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10


Business

Service

AnyuniquecollecConoftheotherIs.TypicallydefinedbyasetofSoware

Isorcommonaribute.



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CI RelationshipsDisciplined Thought – Topology defined

SowareHostnameHardware Resource Business

Service



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DownstreamUpstream



Service



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AutomaCcDownstreamUpstream



Service



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AutomaCc

Manual

DownstreamUpstream



Service



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AutomaCc

Manual

Downstream Upstream

Soware Hostname HardwareResourceBusiness

Service



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CI TopologiesDisciplined Thought – Basic Patterns



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HST1Report

SW DB1



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HST1Report

SW DB1

HST11DB2

AppX

HST10AppSvc



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CI TopologiesDisciplined Thought – Reusable Patterns



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PNET

PORTAL

DBP

PNET WWW2

WWW3

WWW1

HST5DB101

WW1::WORLDWIDE

WEBPUBLISHIN

SERV

WW2::WORLDWIDE

WEBPUBLISHIN

SERV

WW3::WORLDWIDE

WEBPUBLISHIN

SERV



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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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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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22

Config. Mgmt &



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22

Config. Mgmt & Consolidate

Auto-populate

C f



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22


Auto-populate

Build CI

C fi ti M t R d



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22


Auto-populate

Build CI ‘Federated’

C fi ti M t R d



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22


Auto-populate

Build CI ‘Federated’

Assess

C fi ti M t R d



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22


Auto-populate

Build CI ‘Federated’ GetITT CMDB & Config. Mgmt

Assess

C fi ti M t R d



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22


Auto-populate


Integrated CMDB

Assess

C fi ti M t R d



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22


Auto-populate


Integrated CMDB

Circuit DB in

Assess

C fi ti M t R d



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22


Auto-populate


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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• Business Services defined as CIs

O t CMS/CMDB Vi i



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• 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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• GetITT is the ‘system of record’ for Asset and

Services CIs

Our near term CMS/CMDB Vision



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Services CIs• Integrated Auto-discovery used to populate and

reconcile CMDB data




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reconcile CMDB data

• Undocumented changes captured through

baseline/discovery




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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




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• 2 sub-categories of software asset CIs: – Application

– Infrastructure




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– 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.




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– 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




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ProductionEnvironment




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auto-discover

reconcilereport






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auto-discover

reconcilereport



CMS/CMDB

GetITT: Integrated Auto-Discovery



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GetITT: Integrated Auto-DiscoveryDisciplined Action




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• Identifies computers, servers, applications, network devices, printers, and UPS’




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• Identifies computers, servers, applications, network devices, printers, and UPS’• Can find most IP-based devices connected within enterprise network




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• 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




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• 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




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• Automatically populates the CMDB with results of its explorations




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• Automatically populates the CMDB with results of its explorations• Coalescing ensures an accurate accounting of operating environment




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• 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’




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• 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



Questions & Answers

[email protected]