© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Optimize the business outcome of IT

From silos to services

ITIL v3 ConfigurationManagement System

Presenter name

Presenter title

Distributed service informationcomplicates IT challenges• Managing change without visibility to detailed configurations

• Isolating problems without incident and change visibility

• Optimizing applications without production environment visibility

Servers

•VM 1,2,3…

•Unix A,B,C…

•Windows X,Y,Z…

Middleware

•Websphere 1,2,3…

•Weblogic A,B,C/…

•MQ X,Y,Z…

Network

•Routers 1,2,3…

•Domains A,B,C…

•Ports X,Y,Z...

Applications

•SAP module 1,2,3...

•Java bean A,B,C…

•Web service X,Y,Z…

• Standard configs

• Policies

• Tasks

ConfigurationAutomation

ServiceManagement

• RFCs

• Incidents

• Asset contracts

• Detailed config

• Availability status

• Performance status

Availability/Performance

• Demand

• Schedule

• Project cost

PPM / Strategy

• Detailed config

• Perf. goals

• Known defects

ApplicationQuality

Service X

CMDB

3 5 June 2009

ITIL v3 addresses cross-domain data sharing withConfiguration Management System (CMS)

2000: ITIL v2 2007: ITIL v3

Business alignment

Process orientation

9 processes

CMDB

Business integration

Service lifecycleorientation

27 processes

System

Distributed

Service data

Configuration Management System

Database

Monolithic

Config data

Knowledge Processing

Presentation

Data & Information

Information Integration

CMDB

Integrated CMDB

4 5 June 2009

A Configuration Management Systemprovides a shared view of service information

• Incidents•Problems•Known Errors•Changes•…

•Users•Suppliers• Locations•Business Units•Customers•…

•Processes•Applications• Infrastructure•Releases•…

Service View

“With or without ITIL, companiesneed something like a CMSto organize and better integratefragmented management tools.”

– Dennis Drogseth,Vice President, EMA

ITIL Version 3:

A Configuration ManagementSystem is a set of tools anddatabases that are used tomanage an IT Service Provider’sConfiguration data. The CMSalso includes information aboutIncidents, Problems, Known Errors,Changes and Releases, and maycontain data about employees,Suppliers, locations, Business Units,Customers and Users.

IT Strategy

ApplicationsOperations

CMS

5 5 June 2009

Why a CMS? Shared view of service data isfoundational to critical IT objectives

IT Strategy

Identify and prioritize opportunities for better business outcomes by understanding serviceperformance and availability, known errors, consumption and cost

Applications

• Raise application qualityby using production visibilityfor optimizing, testing andhandoff

• Improve application valuewith visibility into current andhistorical operational issues

Operations

•Minimize change impact andaccelerate problem isolation withdetailed configuration info

•Better align SLAs and OLAs withservices’ desired businessoutcomes

• Incidents• Problems• Known Errors• Changes• Releases• …

• Users• Suppliers• Locations• Business Units• Customers• …

• Services• Processes• Applications• Infrastructure• Releases• …

Service view

CMS

Drive continuous service improvement with a shared view of servicesthroughout their lifecycles

StructuredDefinitive

Media Library

CMDBsPlatform

ConfigurationTools

SoftwareConfigurationManagement

Discovery,Asset

Managementand audit tools

EnterpriseApplications

ProjectDocumentation

Project Software

Data &InformationSourcesand Tools

6 5 June 2009

A CMS is a system of systems: data sourcesand clients facilitated by integration

Integrated CMDBInformationIntegrationLayer

Query &

Analysis ReportingPerformanceManagement

Modeling Monitoring

KnowledgeProcessingLayer

Change &ReleaseView

AssetMgmt. View

Config.Lifecycle

View

TechnicalConfig.View

QualityMgmt.View

ServiceDeskView

PresentationLayer

Based on an example of CMS, ITIL v3 Service Transition 4.3.4.2, Figure 4.8

7 5 June 2009

How do you create a CMS?

• Data must come from andgo to different tools,models and contexts

• Too many integrations tohardwire point-to-point

• Too dynamic to replicatein single repository

Limitations to traditional data integration approaches

Assetmgmt

Applicationmgmt

Networkmgmt

Databasemgmt

Storagemgmt

Servicesupport

Securitymgmt

Servicelevel mgmt

Servermgmt

Identitymgmt

ITfinance

Projectmgmt

Users need service data that is current, complete and authoritative

Federation is threaded throughout CMS

8 5 June 2009

“The CMDB term is itself an unfortunate misnomer, as itimplies a monolithic model, structured around a soledatabase that will ultimately fail.

A refined direction is a federated approach to the CMDB,with raw data distributed across the enterprise and linkedwith object models and metadata.

Federation is threaded throughout the ITIL v3 notion of theconfiguration management system (CMS).”

Forrester Research, “A Federated CMDB Remains Distant,But Start Now”, June 30, 2008, Glenn O’Donnell

9 5 June 2009

Federation makes a CMS practical andactionable

TransparentData seamlessly accessed fromexternal sources

In user contextPer role and task ofusers and client apps

DistributedData stays in authoritativerepositories

Actionable

Practical

OpenExtracts new value fromexisting tools

A federated database systemtransparently integrates multipleautonomous database systemsinto a single federateddatabase.

Since the constituent databasesystems remain autonomous, afederated database system is acontrastable alternative to the(sometimes daunting) task ofmerging together severaldisparate databases.

–Wikipedia

In service contextInfo related to appsand services

10 5 June 2009

View-Only vs. Actionable FederationPlan a trip from San Francisco to Honolulu,

3/16 to 3/25

View OnlyLaunch-in-Context

•Sort by price•Change return to 3/24

Actionable Federation

Replication

Data Warehouse

11

Data Source Integration

Client Integration

CMS With Actionable Federation: dynamicaccess to distributed data in service context

Data Sources

Project &Portfolio

Business SvcAutomation

Outsourcer’sCMDB

LDAPBSMServiceDesk

ApplicationQuality

Asset

Configuration data Management data Processed data

Scheduledchange

End UserExperience

KnownDefects

Svc Owner

?Configuration

Client (Presentation Layer)

Your Environment

In service context

In client context

Actionable

IntegratedCMDB

IntegratedCMDB

IntegratedCMDB

HP Universal CMDB

Discovery &Mapping

Federation

Reduce MTTR with federated change andincident visibility in HP Problem Isolation

HP Universal CMDB

HP Service Center

HP Business Availability CenterProblem Isolation

JPetstore

Reduce MTTR with federated configurationcompliance visibility in BSM Dashboard

HP Universal CMDBHP Business Availability CenterDashboard

JPetstore

HP Server Automation

Jpetstore-AS001A1

Jpetstore-AS001A1

Jpetstore-AS001A1

71.0%

14 5 June 2009

Accelerate change audit with servicestatus visibility

ServerMonitoring

ServiceDesk

End UserMonitoring

?

1. Change Manager verifies SAP patch

2. Queries CMS for service performance, availability

3. CMS checks SAP service status

4. Single result for all CIs appended to RFC

Automate closed-loop changewith Actionable Federation

Data Source Integration

Client Integration

IntegratedCMDB

IntegratedCMDB

IntegratedCMDB

Federation

Runbook

15 5 June 2009

Improve release outcomes with servicestatus visibility in service automation

1. SAP enhancement scheduled for deployment

2. Server Automation queries CMS for status of the target servers

3. Query reveals open server incidents and availability alerts

4. User delays deployment

5. Automate with Runbook

ServerMonitoring

ServerAutomation

ServiceDesk

!

?

!

!

Automate availability-awarereleases with ActionableFederation

Client Integration

IntegratedCMDB

IntegratedCMDB

IntegratedCMDB

Notify ChangeManager

Data Source Integration

Federation

16 5 June 2009

KnowledgeprocessingLayer

HP BTO Approach to ConfigurationManagement System

Presentationlayer

Data andinformationsourcesand tools

Service Deskand Asset

Management

ConfigurationAutomation

ApplicationManagement

ServiceStrategy

Performance /Availability

Management

Informationintegrationlayer

Based on an example of CMS, ITIL v3 Service Transition 4.3.4.2, Figure 4.8

HP Discoveryand

DependencyMapping

Dashboards, Analytic Applications, Reporting, Specialized Views

BTO analytics and data warehouse

HP UniversalCMDB

Visualization

Query, Reporting, Impact Analysis, Service Modeling

Replication and Federation Services

API for client applications

Data Integrations

HP PPM andSOA Center

HP QualityManagement

HP BusinessService

Automation

HP IT ServiceManagement

HP BusinessService

Management

Integrated CMDB

Open

Sta

ndard

s-B

ased

Get started now on CMS journey

17 5 June 2009

“Benefits from CMDB/CMS efforts — such as incident and problemmanagement, risk mitigation of changes, trustworthy business services —compound over time, yielding an exponential growth in returns that will createthe IT superstars of the future. On the other hand, delays impose disadvantageslike continued operational deterioration. This exponential “butterfly effect”means Herculean efforts are needed to overcome early-stage delays, as thelaws of exponential growth punish those who hesitate.”

Forrester Research, “A Federated CMDB Remains Distant, But Start Now”, June 30, 2008, Glenn O’Donnell

Continuouslyimprove service

quality and value

Implement a cost-effective long-term

solution

Make service informationactionable

Leverage existing investments

Scale information sharing

• Most complete IT management software portfolio

• Deep operations and ITIL process expertise and services

• Leading products, integrated ecosystem for federated CMDBand discovery

18 5 June 2009

Why HP for CMS?

Transparent

Distributed

Open

In service context

In client context

© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

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