1 ©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Brian MillerSolution Architect

Matthew AlexanderSenior Project Manager

Case study: building an enterprise-capable service asset configuration management solution at a major telecommunications company using HP Universal CDMB and other HP solutions

2

Introduction

– By attending this session, you will share in the experience for how HP

Professional Services collaborated with a Canadian

telecommunications company for tailoring their Service Asset &

Configuration Management engagement to meet organization use

case needs in a two phase project approach.

– Architecture , Design, Program Management, Implementation

Approach, and Technical Integrations between HP Asset Manager,

Universal CMDB w/DDMa, and Service Center are all key topics we

will highlight and discuss throughout this presentation.

– You will share in how HP helped this organization to create a

scalable approach for CI’s being discovered by DDMa and then

consumed by both Service Center and Asset Manager.

3

Introduction (continued)

– We will discuss in some technical detail the data synchronization

between HP applications where we used both data Federation and

Connect-IT technologies within the customers’ environment.

– Install, Move, Add, and Change (IMAC) methodologies introduced to

our customer will be discussed today as they relate to the total

integration and how they are built into the Request For Change (RFC)

processes within Service Center.

– Examples covered in today’s session are based on project challenges,

lessons learned, resource management, and other typical project pitfalls

that can be avoided.

4

About the Customer and the Project

5

About our Customer

The customer we are partnering with is

a major telecommunications company

operating across all of Canada who

has already or is in the process of

implementing a variety of the HP Suite

of Software.

Our customer has outsourced the

management of their Data Centers, but

they need assistance for managing

and tracking their Assets and

Configuration Items

This customer is also looking to HP for rationalizing their server

hardware & software information with the goal of driving operating costs

for Applications down in part of a longer term legacy remediation

initiative.

6

About the Project

There were many business problems to be addressed, and that in itself

produced a challenge and one where we really had to think how this

overall program could be manageable and deliverable.

IT Assets:Inventory

Reconciliation, TCO, Contract Management

Configuration Items, Service

Desk, Data Center,

Change Mgt.

?A phased approach of the project began as an upgrade to Universal CMDB and Asset Manager before we really isolated in on some of the customer processes and tool integration opportunities.

Once some of the areas were discussed and understood, our customer

engaged HP Professional Services to architect, design, manage, and

deliver the integrations between Asset Manager, Universal CMDB, and

Service Center in support of managing their Asset and Configuration Items

synchronously.

7

Strategy and the Customer Roadmap

8

2011 2012

Service Operations

Automate core ITSM processes

Incident, Problem, Change, Request Mgmt

Map Service Dependencies

2

Foundation : Configuration

& Asset Mgmt

Automate Discovery of Topology

Dependencies

2010

Program Management Governance

Service Level Mgt,

Financial Mgt

6

1

End to End Monitoring

Application Monitoring, SLA Automation

4

Strategic Demand

Demand Mgmt, Portfolio Mgmt, Project

Mgmt and Quality Assurance

5

Automation

Optimize IT Processes across Server, Network,

Storage and Desktop Mgmt

3

Enterprise Value Discovery at HP, Strategy Roadmap

9

Finance Mgmt

Service Level Mgmt

Application Monitoring

Event Mgmt

Network Automation Server Automation

Client Automation

Cloud

Process | Task Automation

Topology Discovery

Configuration Mgmt

Program Mgmt (includes Pre-planning / Blueprint)

Demand MgmtPortfolio/Project

2

1

4

5

3

6

Aggressive 4 8 12 16 20 24Worst Case 8 16 24 32 40 48

Process Engineering or

Directed Design

SW Implementation or

SW Exploitation

Asset Mgmt

Service Mapping

Change Mgmt

Incident Mgmt

Problem Mgmt

Request Mgmt / KB Catalog | Self Service

SOA

SecuritySLM Strategy

Customer Roadmap

10

About the Project and the Overall Project Management

11

Project Management

5 Control

Close

4

– Define the Project Scope

– Statement of Work

– Set up Project team / Board

– Pre-engagement Tasks

– End user training

– Kickoff meeting

– Project Charter Document

– Detailed mapping of expectations with SOW

– Assemble requirements

– Perform discovery meetings with all silos

– Install application Server and Probes

– Discovery and modelling

– Knowledge transfer

– Technical validation / User acceptance

– Go live

– Deployment documentation

– Handoff Documentation

– Activate HP Software Support

Execute

3

Plan

2

Initiate

1

12

SACM Project Team Org Chart By Role

Project Sponsor(s)

Project Manager

UCMDB Application Mapping Specialist

Asset Manager Tool Administrator

Service Center Tool Administrator

Process Engineer

Change Management Lead

Configuration Management Lead

AssetManagement Lead

HP Project Sponsor(s)

HP Project Manager

HP Solution Architect

HP Process Engineer

HP UCMDB Consultant

HP Asset Manager / Connect-IT Consultant

HP Service Center / Manager Consultant

Training Coordinator

Communications Coordinator

Documentation Coordinator

Application Mapping Coordinator

UAT Acceptance Analyst

UCMDB Tool SME

13

HP Service Asset and Configuration Management (SACM)

14

What is an HP SACM Solution?

An HP SACM Solution allows organizations to have both an operational

and financial view of the same item or object while allowing individual

departments to work with the context and applications they are used to.

HP Universal CMDB, HP Service Center and HP Asset Manager provide a

complete solution for SACM and a foundation to a CMS for a fully

integrated ITIL V3 solution covering all processes, functions and

organizations.

Summary

15

Utilizing various integration technologies

HP SACM Main Data Flows

ServiceManager

PPTs & PPT/CI relationships

PPTs & Changes/Tasks

Core CI attributes replicated

Federated query for CI attributes

CI attributes

HPUniversal

CMDB

Asset Manager

Target

Business Service relationships

Core CI attributes replicated

CI attributes returned from WS call

WS call for actual state

UCMDB Data Replication

UCMDB Data Federation

Connect-It Data Replication\Synchronization

Web Services

DDM(Services and Relationships

DDMInventory(Hardware

and Software)

16

SACM Benefits

– Asset Tracking: provides full-lifecycle management for physical and

logical CIs.

– IT Governance and Compliance: enriches physical and discovery data

with business data (contracts, warranties, cost centers, pricing, etc) to

assist in change management and other processes.

– Centralization: gathers cost information from hardware, software and

services for centralized roll-up of TCO.

– Consolidation: eliminates redundancy, enforces standards, leverages

virtualization.

– Business Services: relates services to contracts/warranties and

enables service-based chargeback.

– Even when an operational CI is withdrawn from HP Universal

CMDB, Asset Manager will manage the Asset until it is

physically retired.

17

The Customer Use Case

1

7

18

The Customer “Use Case”

– Our customer currently has Best Practices for Service Center

implemented in their environment. The request was for a Configuration

Management process to be integrated across AM and SC based on

their Universal CMDB and DDM deployment to date.

– Asset Manager and Service Center are to be the consumers of the

discovered configuration data, but for different purposes (ITAM/ITSM).

– This integration model must be scalable for the different Configuration

Items and their relationships as they are identified in the future for

Change Management process consumption.

– Existing Asset Manager processes bring vendor provided

spreadsheets for HP, IBM, and SUN into the AM environment.

This is done with an AM Wizard for Asset introduction and baseline.

Universal CDMB Data synchronization should fit into this existing

model to supplement asset attributes.

19

The Customer “Use Case” (Continued)

– IMAC (Install, Move, Add, and Change) methodologies are to be used

in the Change Management RFC processes already implemented in Best

Practices for Service Center. HP is to provide specific RFC approaches

for each of the IMAC components.

– Federation, Replication, and Data Synchronization are to be leveraged

throughout to accomplish this SACM integration across the applications.

– Windows and UNIX Configuration Item Types the first wave of

Configuration Items within this initiative.

– Application Remediation exercise are on-going in support of lowering

total cost of ownership for application hardware, both present and

future. Data from the Universal CMDB and Asset Manager are used to

analyze application removal and retirement go forward and to house

within the Universal CMDB a single listing of total Applications.

20

Federation/Integration of IT Assets with the UCMDB

How did we address the customer problem?

– Asset Manager represents the trusted

source for IT inventory

• procurement, stock reserves, physical audit, etc.

– Universal CMDB represents the trusted source

for configuration data

• Windows, UNIX, Host Attributes, Relationships

– Managed IT Assets are presented to the UCMDB as “Trusted Source”

CIs.

– When Configuration Items are removed from service, the Asset records

remain independently within Asset Manager for continued management

• The Asset is returned to stock or retired; the CI relationship is terminated

− If returned to stock, the Asset is available for re-use and a new CI will be created at a later time

Together, Assets & CI’s represent ITAM/ITSM enabled data for the customer

21

Understanding how assets relate to Applications

How Does this Look for ITAM and ITSM?

ITIL V3 Service Asset and Configuration Management (SACM)

The Process responsible for both Configuration Management and Asset Management. SACM allows organizations to have both an operationaland financial view of the same item or object while allowing individual departments to work with the context and applications they are used to.

22

As a trusted source of CI Types, new hardware & software acquisitions, plus discovered inventory assets are added to the uCMDB.

Federated queries allow Service Manager to view extended CI information directly from Asset Manager

When configuration items are retired or removed from operation, Asset Manager continues to manage fiscal and regulatory control of the related asset records.

Business Service Assets

Application & Service CI relationships are mapped from uCMDB to Asset Manager, which manages hardware & software asset dependencies, and TCO roll-up operational service costs.

CI Attribute Extension

CI Types Trusted Source

CI Retirement

When configuration items are changed, Service Center regulates the control of the related Asset or CI records.

Asset/CI Controls

SACM and IT Asset Management

23

IMAC – Customer Reason for an Integration

Change

4

Installations

Each time there is an installation of a new server, specific to the Production environment, an Request for Change is to be submitted.

Moves

Whenever a Server is

moved from one rack to

another or from one

Data Center Location to

another, an Request for

Change is to be

Submitted.

Additions/Removes

If there is Memory/CPU

Additions to a

Production Server, an

Request for Change is

to be submitted. The

applies for removals.

Changes

Changes are meant to

Isolate a Production

Server that is rebooted

to ensure an Request for

Change process is

Submitted and

approved each time.

AddMoveInstall

1 2 3

24

Asset

Reconciliation

Physical

Audits

Contracts,

Purchasing,

Suppliers

Other

HP Asset Manager is the trusted source for all fiscally relevant configuration items:

Servers, Network & Storage, IT Equipment, Desktops/Laptops, SW Licenses, Business Services…

XLS Asset

Introduction

Service CenterUCMDB(CMS and Federation Hub)

Asset Manager

ITAMTrusted Sources

Asset Manager(UCMDB Trusted Source)

Universal CMDB(Actual CI State)

Configuration Management

Service Manager(Federated CI View)

Customer Project

Phase 2

UCMDB FederationExtended CI view

Supply

Chain

Integration: Creating the CMS Foundation

25

Product Versions – Where Did We Start

– Universal CMDB v.7.52

• We needed to upgrade to the latest version of uCMDB

– Asset Manager v. 5.01

• We needed to upgrade to the latest version of Asset Manager

– Connect.It v.3.90

• We needed to upgrade to the latest version

– Service Center v.6.2

• We were able to leverage Connect.It integrations vs. Federation Technology

• Leveraging Connect.It meant we could save the customer from a costly

and undesired Service Manager upgrade

• Staying on Service Center v.6.2 mean we could fit the integrations

within their existing Best Practices for Service Center prior implementation

26

Product Versions – Where Are We Now

– Universal CMDB v.8.03 – Content Pack 4

• SCSM Integration Package Deployed

• AMDB Adapter Deployed and Tailored

– Asset Manager v. 5.12

• SACM Scripts have been deployed

– Connect.It v.4.01

• Connect.It Scenarios Deployed Where Appropriate

• OOTB Scenarios leveraged and modified

– Service Center v.6.2

• Change Management Module Leveraging Real CI’s vs. Free Form Text

• Configuration Management Module Enabling UCMDB Discovered or Federated Data

– HP Service Asset Configuration Management v.1.0

• Tailored design to meet the customer use case, while staying on Service Center

27

SACM Project – Integration Architecture

Asset Manager and Universal CMDB Integration

• Asset Manager Federation into the Universal CMDB for customer specific attributes

• Universal CMDB outputs the data.xml file with Configuration Data via SCSM Integration

Package

• Connect.It maps the ITAM specific data for Asset Manager consumption

Universal CMDB and Service Center Integration

• Universal CMDB outputs the data.xml file with Configuration Data via SCSM Integration

Package

• Connect.It maps the ITSM specific data for Service Center consumption

Service Center and Asset Manager Integration

• Connect.It maps the ITSM required fields from Change Management RFC Process based

on IMAC introduction:

− Installs – Production Server Physical Installs

− Moves – Physical Server Relocations

− Add – Memory or CPU additions to Servers

− Changes - Server reboots, Server Re-Imaging, Server Retirement

28

SACM Architectural Diagram

29

Process Engineering

30

Process Documentation

31

Process Gaps and Areas for Improvement

Process Process Gaps

New Server Installation Process

Early involvement of Change Management during planning & verification is not a standard practice

No formal validation and/or synchronization currently takes place between manual tracking systems and Asset Inventory in Asset Manager

Server Procurement Process

The ASN (Advanced Shipment Notification) Server purchase Process is not consistently followed.

Vendors use inconsistent ASN templates and manual validation/correction is often required for key data elements such as Serial#, Model Name, Qty etc.

Server Move, Add, Change (MAC) Process

Currently, MACs that are deemed non-production are locally managed with no involvement of, or linkage to, Asset Management

need to communicate and consistently apply the criteria used for defining production from a Change Management perspective

Server Decommission Process

Early involvement of Change Management during planning for decommissioning is not a standard practice

Some servers that should be targeted for disposal sometimes resurface somewhere else in the customers environment

32

Project Challenges to Learn by

33

SACM Implementation Approach

1 2 3 4Understand Design/Plan Execute Improve

Obtain your customer use case and understand what the desired end state looks like.

Design the integration, the processes flows, how things will be used procedurally.

Ensure the right people are engaged and phase it out without driving into too deep of a technical scope. Make sure it is obtainable.

Based on a scalable approach, continuously improve and tweak along the way. Obtaining perfection out of the gates is not realistic.

34

Project Challenges

Customer Resources and/or lack of Product Knowledge

Consensus on Customer Use Case

Scope Creep

Consensus on Customer Use Case

Accountability / Conflicting Priorities (i.e. Operational Duties)

Dual Project Sponsors - AM, UCMDB and Service Center Tools

35

Project Lessons Learned

Scope CreepCustomer Resources

– Executive sponsorship from the

customer is CRITICAL

– Training is strongly recommend

before or early in the Initiation Phase

– Acquiring the right resources (Skill &

Availability) is a must

– Address operational commitments

and impact to Project deliverables

early and often

– Scope / Customer Use Cases must

be agreed to

– A review of scope should be done

periodically to ensure the overall

road map is understood

– Communication at all levels is key to

moving the project forward in a

cohesive manner

36

Results andContinuous Improvement

37

Implementation Outcomes andContinuous ImprovementResults were measured using the following milestone identifiers

Success FactorExamples

Project Milestone or Delivered Output Examples

Major Milestones Asset Manager Federating Data into the Universal CMDB

Assets are reconciling within the Universal CMDB CI environment

Data is brought back from the Universal CMDB to AM

Full synchronization is done to supplement ITAM and ITSM Attributes

Continuous Improvement

Identify where the process gaps are so they can be addressed

Isolating in on the people aspect of the project and what roles and responsibilities are defined within Asset Manager and Universal CMDB

Switching gears to introduce the Configuration Items into the present day Configuration Management module within Service Center

38

Next Step Customer Considerations

Release

Control

– Software Asset Management to drive down licensing costs

– Federate or Integrate further the Asset repositories

– Contract integration with the Servers

– Business Applications

– One listing of Applications out of the Universal CMDB

– Application Mapping Exercise out of the Universal CMDB

– Manage the depth to which Applications are Mapped, i.e. Database, Web, etc.

– Impact Analysis through the Correlation Rules using Applications already Mapped

– Leveraging the SC and Universal CMDB integration with Release Control for Change Mgt.

Application

MappingSACM

39

Recap

40

Presentation Recap

– Customer experience in SACM as a foundation to their CMS

is intriguing and warrants research – Go learn/investigate.

– Integrations can serve as a foundation to a Universal CMDB

or CMS, but a business reason for doing so is all important

(IMAC) – Define your business reason.

– Learn through the experience of others – avoid common

issues or pitfalls faced on projects like this one.

41

“Get your facts first, and then you can distort them as much as you please”

– Mark Twain

42

Q&A

43 ©2010 Hewlett-Packard Development Company, L.P.

To learn more on this topic, and to connect with your peers after

the conference, visit the HP Software Solutions Community:

www.hp.com/go/swcommunity

44