hgconcept-itam-design

HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 1

© 2016 HGConcept All Rights Reserved

IT ASSET MANAGEMENT DESIGNA GUIDE TO DEFINE AN ASSET MANAGEMENT STRATEGY & CONTROL YOUR IT ASSETS.

Hichem GuemiriSERVICENOW SOLUTION STRATEGIST [email protected]+1 (514) 247-0825

Maxime CarrierSERVICENOW SOLUTION [email protected]+1 (514) 962-6136

mailto:[email protected]




AGENDA

• ITAM Definitions

• Roadmap & Strategy

• ServiceNow Configuration

• CMDB Plan



SERVICE

DEPENDENCY

FINANCIAL

MANAGEMENTSOFTWARE

LICENSING

VENDOR

MANAGEMENT

PROCUREMENT

CLIENT

MANAGEMENT

SERVICE

CATALOG

PROBLEM

MANAGEMENT

INCIDENT

MANAGEMENT

CHANGE

MANAGEMENT

CONFIGURATION

MANAGEMENT

REQUEST

FULFILLMENT

ORCHESTRATION

CONFIGURATION

AUTOMATION

SYSTEMS

INTEGRATION

DATABASE

MANAGEMENT

DISCOVERY

DATA CENTER

AUTOMATION

EVENT

MANAGEMENT

BUSINESS

STRATEGY

ENTERPRISE

ARCHITECTURE

PROCESS

DESIGN

PROCESS

ASSESSMENT

CLOUD

MANAGEMENT SERVICE

MAPPING &

DESIGN

SERVICE

DESIGN

SYSTEMS &

NETWORK

MANAGEMENT

RISKS &

COMPLIANCE

I.T GOVERNANCE

CMDB

HR

LEGALGRC

APPLICATION

DEVELOPMENTDATA

MIGRATION

WORKFLOWS

CUSTOM

INTEGRATION

ASSET

MANAGEMENT

OPERATIONS

MANAGEMENT

APPLICATION

MANAGEMENT

PROCESS

AUTOMATION

BUSINESS

MANAGEMENT

SERVICE

MANAGEMENT

I.T

PLANNING

SERVICE

PORTFOLIO

FACILITIES SDLC

SERVICE

MAPPING

VIRTUALIZATION

MANAGEMENT

PROVISIONING

STORAGE

MANAGEMENT

EMPLOYEE

PORTAL

BACKUP

MANAGEMENT

SECURITY

ALERTS

TRAINING

CAPACITY

MANAGEMENT

AVAILABILITY

MANAGEMENT

BUSINESS

CONTINUITY

ROADMAP

STRATEGY

ACQUISITION

AT THE HEART OF YOUR SERVICE MANAGEMENT! THE CMDB…



SERVICENOW… A SHARED ARCHITECTURE

STORAGE

BACKUP

NETWORK

TELECOM

DATA CENTER

VIRTUALIZATION

SERVERS

INCIDENT

MANAGEMENT

RESPOND TO INCIDENTS / RESTORE SERVICE

SERVICE

CATALOG MANAGEMENT

SERVICE ASSET &

CONFIGURATION

MANAGEMENT

Identify CI s & Dependencies

Manage Service Models

REPORT

MANAGEMENT

PROBLEM

MANAGEMENT

REQUEST

FULFILLMENT

CHANGE

MANAGEMENT

SUPPORTSSUPPORTS SUPPORTS

EVENT

MANAGEMENT

EVENT PROCESSING

EVENT RESPONSE

EVENT INTEGRATIONS

EVENT CORRELATION

EVENT ANALYTICS

SUPPORTS

INTEGRATES WITH

SERVICE LEVEL

MANAGEMENT

KNOWLEDGE

MANAGEMENT

NETWORK

FLOW

DATABASE

APPLICATIONS

SNMP

TRAPS

WMISYSLOGSWEB

SERVICESSCRIPTS

SERVICENOW

CMDB

STAFF

IT ANALYSTS

SYSTEMS

ADMINISTRATORS

CUSTOMERS

DATA

PROVIDED BY

SERVICE DESK

FUNCTION

SERVICE

CATALOG

SERVICE

ADMINISTRATION

SERVICE

DELIVERY

SERVICE

PRODUCING

SYSTEMS

SERVICE

CONSUMERS

SERVICE

REQUEST

SERVICE

SUPPORT

WEB PORTAL

SERVICE PORTAL

WEB ACCESS BASED ON ROLE

SERVICE

RECEIVING END POINT

SERVICE

PROVIDERS

SERVICE

SUPPORT

SERVICES



SERVICE AWARE OPERATIONS

MONITOR

ALERT

AUTOMATE

CHANGE

OPERATIONS MANAGEMENTTECHNOLOGY CENTRIC

SERVICE MANAGEMENTSERVICE CENTRIC

BUSINESS SERVICES

CMDB

DISCOVER

PROVISION

SERVICES

NETWORKTELECOM

DATA CENTER

STORAGEBACKUP

DATABASES

SERVERS

APPLICATIONS



PROCESS DEFINITIONS

IT ASSET MANAGEMENT is a set of Business practices that join Financial, Contractual and Inventory functions to support the

Asset Life Cycle Management and Strategic decision making for the IT Organization.

SERVICE ASSET AND CONFIGURATION MANAGEMENT is the foundation process that endeavors to provide an accurate and

logical Model of the IT infrastructure, business services and the relationships that exist between services, systems, and people

The purpose of SACM is to define and control the components of services and infrastructure and to maintain accurate

configuration information on their historical, planned and current state.

6



CHANGE MANAGEMENT

PROCESS INTER-RELATIONSHIPS

INVENTORY MANAGEMENTMaintains a list of inventory items

ASSET MANAGEMENTInventory list + Financial data

SERVICE ASSET & CONFIGURATION MANAGEMENTInventory list + Financial data + Relationship data



ITAM PROCESS LIFECYCLE

INVENTORY MANAGEMENTSoftware inventory and usage

System and network inventoryDetailed history of changes

ASSET DISCOVERY Asset Reconciliation

Ownership versus usageOver- and under-utilization

Asset discrepancies

SOFTWARE LICENSINGSoftware compliance

Harvest and reuseSoftware upgrade

Migration planning

ASSET DEPLOYMENTConfigure and deploy OS images

Policy-based software distributionSelf-service CatalogRequisition process

CONTRACT MANAGEMENTNegotiation supportCorporate historyLease managementVendor management

FINANCIAL MANAGEMENTDecision supportCost managementBudget and forecastAsset refresh planningProactive tax planning

BUSINESS INTEGRATIONProcurementAccounts payableHuman resources

MAINTENANCEInstall, move, add, and changeConfiguration managementOS and application migrationAsset retirement and disposal



IT ASSET VALUE TO YOUR BUSINESS



ITAM BUSINESS DRIVERS

OPERATIONAL EFFICIENCY

Gain control of both Hardware and Software assets

Reduce the operational cost through leveraged buying

Provides accurate information on assets and related Legal Documents

Manage Software Licenses and entitlements

Reduce the cost of support by automating daily operations

GOVERNANCE, RISKS & COMPLIANCE

Track, manage and control valuable assets, and reduce the use of unauthorized software assets

Risk reduction through standardization, Proper documentation, and Loss detection

Increase accountability to ensure compliance

Make proactive and informational changes in the environments

Retire old assets off the corporate books for tax reductions, and compliance



CURRENT ITAM SITUATION

Software entitlements counts not accurate because owned and discovered information is not reconciled

Longer process to produce “Return On Investment” reports

Hard to trust and obtain an accurate inventory

Longer procurement process due to a manual and Lack of process integration

Multiple Inventory databases exists with a number of data standards and naming conventions



IT ASSET PROJECT PRIORITIES

HW/SW Asset consolidation and reconciliation

Control IT HW/SW Assets & Improve Inventory accuracy

Manage Software Licensing and compliance

Control Financial expenditure and budgeting forecast

Automate and Integrate with Procurement

Improve day to day operations (IMAC)

Control Asset retirement and manage Asset disposal



CONTROLLED & REDUCED OVERALL COST OF MANAGING I.T

EXPECTED ITAM BENEFTITS

ENHANCE SOFTWARE LICENSING COMPLIANCE

AUGMENT ADHERENCE TO LEGAL OBLIGATIONS

INCREASE RESOURCE PRODUCTIVITY

IMPROVE BUDGETING AND PLANNING PROCESS

BETTER MANAGE RISK AND COMPLIANCE

REDUCE OVER PURCHASING



FUTURE DESIRED SITUATION

• CONTROLLED PROCESS LIFECYCLE

• AUDITED ACTIVITIES AND MANAGED REPORTS

• CENTRALIZED AND INTEGRATED DISCOVERED INFORMATION

• TIGHTENED PROVISIONING CONTROLS

• PROACTIVE AND ADAPTIVE RESOURCES

• INTEGRATED FINANCIAL AND PROCUREMENT DATA



SHORT TERM MEASUREMENTS

Integrated solution with ServiceNow discovery

Additional discovered information

Active Directory

VMWare

SCCM

Shared and controlled information between Asset & CMDB in ServiceNow

Reconciled Discovered and Owned hardware and asset information

Consolidated inventories and decommissioned disparate data sources

Automated Reports to generate ITAM Reports including vendor, financial and Asset Lifecycle



LONG TERM MEASUREMENT OF SUCCESS

Provide configuration details on each in ServiceNow to support the entire IT organization.

Reconcile all invoices for accuracy ensuring we are not overpaying for anything

Return every leased asset on time and never pay over charges or buy the equipment.

Implement good procedures for all ITAM lifecycle and activities

Identify non-used or idle assets and redeploy them

Successfully defend in the event of a software audit

Assert that everything ordered is received, and accounted for



DESIRED FUNCTIONAL ARCHITECTURE



MATURITY LEVEL

3DEFINED

4MANAGED

5OPTIMIZED

Knowledge of IT Assets almost entirely in human minds, and excel spreadsheets Verifying configuration is heavily manual Asset Management process exists but roles and processes are event- and transaction-driven.

Limited integrations between discovered data and owned information Roles and processes are defined at departmental level, but are not uniform across the organization

Roles are defined, and processes are applied consistently across the organization Asset Data is reliable and is starting to be used to guide tactical and operational decisions.

Responsibilities and process integration extends into financial management and other adjacentareas such as procurement, and HR

All information available for IT Executives to manage cross operational costs using reporting (forexample, IT budget calculations, budget variance reconciliation and total cost of ownership).

There is a proactive capacity to "sense" the business and its strategy, to look forward and planfuture actions, and to support IT strategies (for example, cost modeling, IT service cost alignmentand long-term IT planning).

Data is used at the most senior levels of the organization to influence and guide IT strategies.

TARGET

1MANUAL

2REPEATED

3DEFINED



PROJECT EVOLUTION MATURITY

EVOLUTION

MA

TUR

ITY

Automated, Integrated, and Process Driven1. DISCOVERY

MANAGEMENT

2. INVENTORY

MANAGEMENT

3. CONTRACT

MANAGEMENT

4. FINANCIAL

MANAGEMENT

12 MONTHS

6 MONTHS

3 MONTHS



ASSET MANAGEMENT ACTIVITIES

2. INVENTORY MANAGEMENT

Manage software compliance Consolidate inventories Reduce over-purchasing Enforce asset standards Identify owned asset information Reconcile owned vs. discovered information Identify “over” or “under” deployed assets

4. FINANCIAL MANAGEMENT

Improve planning process Reconcile with fixed assets Provide accurate asset data to fixed assets Reconcile Invoices Improve asset allocation, costs and chargeback Improve budgeting process Improve management of tax payments Reduce payment of erroneous invoices

3. CONTRACT MANAGEMENT

Manage maintenance costs Manage contract service levels Automate contract renewal Improve negotiations and vendor spending Link contracts to Hardware and Software assets Identify and capture critical terms and conditions Create workflow and event notifications based on

identified business rules

1. DISCOVERY MANAGEMENT

Identify deployed assets Know what is in the infrastructure at any given

point in time Know who is using the asset and how frequently Populate discovery attributes by running

reconciliation with owned inventories. Discover installed software



ASSET VS. SOFTWARE LICENSING

ASSET MANAGEMENT

End-users hardware Assets

Printers

Asset Financial & Budget Management

Contract Management

Lifecycle from Requisition to Disposal

Manages relationships and demographics of assets

SOFTWARE ASSET MANAGEMENT

Software Licensing

Software compliance risk management

Audit/true-up preparedness

Analyzes rights of use

Utilizes any discovery tool’s data

Aggregates and maximizes software licenses for efficiency

Reduces the complexity of achieving continuous compliance

Intelligent allocation of licenses to be discovered for optimal coverage

Risk Avoidance through Software Compliance

Cost Savings Through Asset Lifecycle Management



DISCOVERY VS. OWNERSHIP DATE

ASSETRECONCILIATION

Financial Information

Contractual Information

Software Licensing

Software Entitlements

Physical Locations

Cost Centers

Departments

Discovery and Tracking

Hardware Configuration

Installed Software

Active Discovery

Software MeteringWarehoused Assets



DISCOVERY LIMITATIONS

Can not inventory assets that are not networked; or warehoused.

Can not track any kind of cost, licensing, or contract information.

Discovery tools typically can not bring back business information such as:

Licensing fees

Location

Department or organization information

Cost

Chargeback

Ownership and assignment



DESIRED FUTURE SITUATION



DETAILED ITAM PLANASSET ACTIVITIES AND TASKS



HOW TO GET THERE…

• Indicates what the potential contents of the ITAM repository will be? (Asset types / classifications / attributes…)

SCOPE

• Indicates the timelines, phases of when the work per asset type or ITAM process will be executed

ROADMAP



LAYING THE GROUNDWORK…

IDENTIFY

BUSINESS

REQUIREMENTSESTABLISH

GOALS, METRICS AND PLAN

VALIDATE

TIMELINE APPROACH

DOCUMENT

PROCESS

VALIDATE &

DEPLOY

SOLUTION

ALLOCATE

RESOURCES



HIGH-LEVEL DELIVERY APPROACH

REQUIREMENTS GATHERING

SOLUTION DESIGN

SOLUTION IMPLEMENTATION

SOLUTION ADAPTATION

Gather and document Business Requirements Defining The Asset Management High-Level Roadmap and implementation Strategy

SOLUTION MATURITY EVOLUTION

Establish and document inbound Process Controls Analyze existing systems and define Process integrations

Load Software inventory Implement Discovery Management Implement Inventory Lifecycle Process Consolidate and reconcile discovered and owned information Load financial and procurement data

Integrate Financial/Procurement Data Import Hardware data in Production Integrate with Discovery tools in Production Process Metrics and improvements

Integrate with Financial/Procurement Data Implement license compliance and entitlements

SOLUTION VALIDATION

KNOWLEDGE TRANSFER



CONDUCTING WORKSHOPS

DOCUMENT

CONDUCT

PREPARE Working sessions agenda Project management plan and schedule

Prepare material and conduct working sessions Document and review current solution

Executive presentation Solution design specifications Solution Configuration



CONDUCTING WORKSHOPS

Review previous gathered requirements

Review existing process and documentation

Present and configure discovery requirements

Identify Asset Data

Review asset models

Review asset software and hardware

Review solution adaptation

Review Owned information repositories

Adapt process lifecycle in the solution (ServiceNow)

Plan

Acquire

Deploy

Manage

Retire

Update and review project plan



GUIDING QUESTIONS

What was the price originally paid for the asset

How the assets are acquired

What is the recurring costs for an asset

The terms and conditions under which the organization is allowed to use an asset

What kinds of caps the organization has negotiated

Whether the asset are leased or purchased

How is the original configuration of an asset managed

Any contractual agreements attached to an asset

Interdependencies between specific pieces of software and hardware assets

What software licenses types are required for each software application?

What other data attributes are needed for a reporting that should be captured on the asset forms

How to Relate/Allocate software assets to contacts?



WORKSHOP ACTIVITIES

Review discovery requirements

Review software licensing requirements

Review data sources

Companies

Locations

Users

Models

Software assets

Adapt Fields, and extended tables

Review and adapt roles and access rights

Adapt procedures and process

Update roadmap and project plan



REPORTING & DECISION MAKING

Do we own anything that is unused or under utilized?

What’s available in our inventory?

Are we using anything that we do not legally own?

Purchase records including P.O. and invoices

Associated cost (lease, payment schedules, maintenance)

Associated contracts (terms and conditions)

Identify under-utilized assets and optimize your hardware asset base

Ensure that all assets are linked to utilize the financial and contractual information

Track discovered asset configuration changes

Add owned hardware assets from discovery

Manage Hardware acquisitions, redeployment and disposals.

Track and document vendors warranty and repairs



WORSHOP ACTIVITIES: 1. DISCOVERY

Identify deployed assets

Know what is in the infrastructure at any given point in time to a given level of detail: hardware,

software, network, etc.

Implement Discovery

Integrate with SCCM and vCenter

Know who is using assets, how frequently, how much)



WORSHOP ACTIVITIES: 2. INVENTORY

Identify owned assets and consolidate data

Compare owned assets with deployed assets

Identify “over” or “under” deployment of assets and reasons (change policies, processes,

procedures) and, over time, reduce the gap



WORSHOP ACTIVITIES: 3. CONTRACT

Introduce contracts

Link contracts to assets (hardware, software, network, etc.)

Identify and capture critical terms and conditions

Create workflow and event notifications, such as lease notifications, re-negotiation windows,

cancellations, etc.)



WORSHOP ACTIVITIES: 4. FINANCIAL

Analyze infrastructure blueprint prior to planning and budgeting

Reconcile with fixed assets

Provide accurate asset data to fixed assets

Invoice reconciliation

Automate invoice reconciliation process

Asset allocation and chargeback

Track asset costs by cost center and chargeback



PROJECT DELIVRABLES

Consolidate and control hardware inventories

Automate discovery and integrate with operational products

Establish IT Asset and CI Ownership

Adapt CMDB and Asset information, and manage the lifecycle

Automate and integrate the Asset processes in place

Integrate Financial and Procurement Information

Integrate with Employee On-boarding Process



DATA POPULATION STRATEGY

Cleanse all collected data from spreadsheets or other sources

Turn on discovery

Integrate with AD, SCCM and VMWare

Populate in the following order

Companies (internal and external)

Locations (internal and external)

Hardware models

Hardware assets

Software models

Software assets

Legal documents & contracts

Update Software allocations and Data relationships

Update Software Entitlements



Inbound Points ofGovernance & Control

PROCESS GOVERNANCE

INCIDENT & PROBLEMMANAGEMENT

PROJECT PLANNING (PMO)

PROVISIONING

SERVICEREQUEST

ASSETMANAGEMENT

CHANGE MANAGEMENT

CONFIGURATIONMANAGEMENT



PROCESS MAPPING

ASSET

CHANGE

Receive Deploy

OPEN Approve Schedule Implement Close

CONFIGURATION

AuditCreate Configure

CMDB

Deploy

Order Assign Retire



LIFECYCLE

ASSETPROCESS

ASSETLIFECYCLE

PEOPLE

Maintain

Retire

Requisition

Purchase

Release / Install

Patch / Repair

Retire

Requisition

Hire

Assign

Train

Terminate

Plan

Acquire

Deploy



OWNERSHIP

OWNER

Who bought the hardware?

Who bought the software?

Who bought the licenses for the software products?

MANAGEMENT OWNERSHIP

Who manages the CI in the environment ?

Who provides sys admin duties on the CI ?

Who Accepts the Changes on the CI?

SERVICE OWNERSHIP

What services are provided by the device?

Who owns that service

Who Provides that service

Defines that service / Restricts or allows that service ? 43

USERS

Who uses the CI?

Who physically has the CI under their personal control

GOVERNANCE

Who Audits the CI?



ASSET IS NOT A CI

CONFIGURATION ITEMCMDB

ASSETITAM

Includes the CI lifecycle

Has a financial value along with a depreciation rate

Lifecycle duration until Financial value becomes 'Zero'

No Relationships found between Assets

Populated from Inventory, Procurement & financial data

Restricted to Items specific for use in live IT Environment

May or may not have financial values assigned

It will not have any depreciation linked to it

Has relationships; usually parent /child relationships, dependency

Lifecycle depends on the time till the CI becomes obsolete for the organization

Includes the CI lifecycle

Has a financial value along with a depreciation rate

Lifecycle duration until Financial value becomes 'Zero'



ROLES



DETAILED ITAM ROLES



ITAM USE-CASES



SERVICENOW ITAM CONFIGURATIONS



SERVICENOW - ASSET APPLICATIONS

Inventory Management

Model Management

Software AssetManagement

Financial Management

VendorManagement

Data AssetManagement

ContractManagement

Hardware AssetManagement

Configuration Management



SERVICENOW – ASSET STATE



IMPORT DATA

ESTABLISH

SOURCE

TRANSFORM DATA

AUTOMATE

IMPORT



SERVICENOW – CONTRACT TYPE



SERVICENOW – SIMPLE FLOW



SERVICENOW – ASSET CLASS



SERVICENOW – CI CLASS



SERVICENOW – PRODUCT MODEL CLASS



SERVICENOW – BEST PRACTICE

• Identify what exists in the system before creating new fields or tables

• Determine what to make a CI, asset, or both

• Only extend existing classes when necessary

• Keep non-asset CIs out of asset management

• Ensure asset records and CMDB stay in sync

• Make sure any supportable asset is a CI



CMDB DETAILED PLANMODEL AND DESIGN



CMDB CONTEXT

The CMDB Helps Identify, control, record, track, report, audit and verify the value and ownership of service assets

throughout their lifecycles, and for maintaining information about CIs required to deliver an Services.

ENTERPRISE ARCHITECTURE Plans and governs implementation of the business needs.

SERVICE CATALOG [SC] Communicates Standard IT Services to customers in clear and familiar terms Provides a centralized channel though which end users can request standardized, IT service bundles.

SERVICE OFFERING A Service Offering is a defined entry in the enterprise service Catalog. It is a measurable and specific offering of the IT organization to external clients.

PROBLEM

MANAGEMENT

CHANGE

MANAGEMENT

RELEASE

MANAGEMENT

CAPACITY

MANAGEMENT

CONFIGURATION

MANAGEMENT

[CMDB]

SERVICE LEVEL

MANAGEMENT

AVAILABILITY

MANAGEMENT

SERVICE

CONTINUITY

MANAGEMENT

INCIDENT

MANAGEMENT

SERVICE

CATALOG

[SC]

REQUEST

FULFILLMENT

IT

PLANNING

ENTERPRISE

ARCHITECTURE

[EA]

USER REQUEST VIEW

IT

GOVERNANCE

SERVICE

STRUCTURE

BUSINESS VIEWTECHNICAL VIEW

KNOWLEDGE

MANAGEMENT



CMDB DESIGN PRINCIPLES

Align with Enterprise Architecture and company policy

Minimize manual data entries and maintenance (Promote automation)

Accommodate the right CI types (Value vs. complexity)

Manage the right Assets and integrate with CMDB

Establish data ownerships and responsibilities

Maximize design simplicity inside ServiceNow

60



CMDB RELATIONSHIPS

SERVICE CATALOG• Inventory of services (Services as CI’s) including business, applications and technology

services

• Presents Configuration information about the services the clients are entitled to.

REQUEST FULFILLEMENT• Provides Configuration information about the components used to deliver services to

clients.

CHANGE MANAGEMENT• Change requests to implement a new component or affecting an existing. Used for impact

and risk assessments of a proposed change.

INCIDENT MANAGEMENT

• Helps to determine customer impact and assists with determining priority and severity ofa failing component.

• Provides client and service criteria, and severity and priority information for Configurationcomponents based on service level objectives.

PROBLEM MANAGEMENT• Enables determination of components affected as a result of another failing component.

• Provides the IT infrastructure data required to identify root cause and course of action forproblems



ASSET MANAGEMENT• Utilizes the same core data and are likely to interface for the purpose of supporting license

management efforts

AVAILABILITY MANAGEMENT• Provides core data such as relationships between components to enable design of reporting

and subsequent measurement of business services

SERVICE LEVEL MANAGEMENT• Identifies the IT infrastructure components that enable delivery of services to the customer

which allows for the accurate establishment and measurement of the objectives in ServiceLevel Agreements.

BUSINESS CONTINUITY• Provides the baseline snapshot of the IT infrastructure which could assist in the recreation

of an environment in the event of a disaster or major interruption to service delivery.

CAPACITY MANAGEMENT• Tune and/or upgrade various components

• Planning and budgeting

CMDB PROCESS SCALABILITY



ASSESSMENT EXERCISE

63

• Identify CI categories and key types of CI’s that are part of the CMDB.

• Review CI’s inside the CMDB and impact/relations to other processes

• Identify common attributes, mandatory and optional CI attributes

• Review CMDB Model including used classes and custom tables

SCOPE: Potential contents

• Identify key attributes by CI Class

• Document how CI types are interrelated (CI’s Relationships) and which Relationships are used/needed

• Document how Configuration items (CIs) are linked inside the CMDB, and they work together to provide the business services

SPAN: Granularity of the CMDB

• Review Federate, synchronized data, consolidated and reconciled inventories.

• Review strategies for data population, discovery and service mapping

• Review automated data population, including data sources, transform maps and scheduled jobs

METHODS



CMDB WORKSHOPS

• Review Process and standards

• Review CI Type and Sub-Types list (Classifications)

• Identify generic CI’s (logical grouping)

• Determine what should be inside the CMDB

• Review common CI Attributes and security related

• Review CI attributes and relationships by type of CI’s

PROTOTYPING WORKSHOPS

• Document discovery sources for each CI type, attributes and relationships

• Identify data sources and feeds for non-discovered CI Types, attributes and relationships

TUNING WORKSHOPS



ASSESSMENT CONSIDERATIONS

65

VALUE

COMPLEXITY

INCLUDED IN THE CMDB?

1. VALUE:

Service Catalog Management

Request Fulfillment

Change/Release Management

Incident Management

Problem Management

Event Management

PROCESS SCALABILITY

Availability and Reporting

Service Level Management

Capacity and Performance

Service Continuity management

2. COMPLEXITY ($) Discover CI, relationships and dependencies Manage integrity Maintain accurate information Control CI Lifecycle



GUIDING QUESTIONS DURING WORKSHOPS

How this CI type is relevant to ITSM?

How this CI relates to the Service Catalog?

How much will it cost to include/maintain this CI in the CMDB?

Can this CI be discovered?

Who will maintain this CI in the CMDB?

Can we set this CI to a generic item in the CMDB?

Do Services depend on CI of this type?

Which attributes are needed for measurement?

Which relationships are required for each process?



CMDB - WORKSHOP ACTIVITIES

Review Process

Identify CI Categories

Review CI Ownership

Review Architecture, Service Catalog, CMDB structure

Review the CMDB Model including the Classes in use

Identify CI Relationships

Review ServiceNow configuration

16BUSINESS SERVICES

MANAGE DELIVER

PLAN

AVAILABILITY

CAPACITY

PERFORMANCE

STANDARDS

DESIGN

CHANGE

RELEASE

DISCOVERY

MEASURE

ALERTING

REQUESTAUTOMATE

PROVISION

CONFIGURATION

MONITORING

CMDB



REVIEW PROCESS BY CI LIFECYCLE

68

• Planning and defining the purpose, scope, objectives, and the organizational and technicalcontext.

1. PLAN

• Selecting and identifying the structure for all the CIs, including their ‘attributes’, theirinterrelationships and documentation.

2. IDENTIFY

• Reconciling, synchronizing and federate Data

• Importing data into the CMDB

3. IMPLEMENT

• Ensuring that only authorized and identifiable CIs are accepted and recorded, It ensures that noCI is added, modified, replaced or removed without appropriate controlling documentation.

4. CONTROL

• The reporting of all current and historical data concerned with each CI throughout its life cycle.This enables changes to CIs and their records to be traceable (tracking the status of a CI as itchanges from one state to another.

5. AUDIT

DESIGN

OPERATE

ADAPT



SERVICE APPLICATION DATABASE SERVER DATA CENTER NETWORK TELECOM STORAGE BACKUPEND USER

COMPUTINGOTHER…

INVENTORY SECURITY DBMS APPLICATION VIRTUALIZATION NETWORK SYSTEMS BAKUP STORAGE SERVICES

CI CATEGORIES

PRODUCT AREA

GROUP INTO CI FAMILIES



POPULATING THE CMDB

DATA

CENTER

NETWORK

TELECOM

SERVERS

STORAGE

DBMS

APPLICATIONS

PO

PU

LATI

NG

TH

E C

MD

B

BUSINESS

SERVICE

APPLICATION

SERVICE

TECHNOLOGY

SERVICE

BUILDING

LOCATION

ORGANIZATION

PEOPLE

ANALYST

GROUP

OWNERSHIP

SLA

CI R

ELA

TIO

NS

HIP

S

CUSTOMERS

SERVICES



CMDB POPULATION DETAILED PLAN

DISCOVERYINTEGRATIONS

CONSOLIDATED

CMDBASSETS & CONFIGURATION ITEMS

INVENTORY



DATA STRUCTURE

Business Layer

Technology Layer

Application layer

SERVICE TREE

Business Service

Applications

Infrastructure Service

Data Center

Network

Telecom

CMDBSERVICE CI STRUCTURE

Application Service

EAARCHITECTURE DESIGN

SERVICE CATALOG SERVICE STRUCTURE

Business Service Catalog (External Community)

Business Service

Service Classification

Service Bundle

Service Request

Item

Application Service Application Service

Business Sub-Service

Business Process

Business Service

Application CI

Infrastructure Service

Infrastructure CI

Server

Database

Technical Service Catalog (Internal Community)

Technical Catalog

Service Classification

Service Bundle

Request Item



THE SERVICE AWARE ARCHITECTURE



SERVICE LAYER APPLICATION LAYER TECHNOLOGY LAYER

Business

Process

Business

Service

Business

Service

Is Enabled by

Enables

Depends On

Used by

Service

Offering

Service Subscription

by User

Service Subscription

by LocationService Availability

Service Level

Agreements

Outages

[Incidents]

Location

User

Application

Service

Business

Application

Business

Application

UserAccess provided by

Access Provided to

Provides access to

Access provided by

Used by

Depends On

Application

Service

Technology

Service

VM Machines

Technology

Service

[Database]

Server

Runs On

Runs

Server

Rack

Database

Application

Database

Instance

Hosts

Hosted by

Depends On

Used by

In Rack

Switch Port

Switch

Racks Coutains

Circuit

UPS

Powered by

Powers

Feeds

Fed by

Room

Located in

Houses

Data Center

Countains Room

Router

Technology

Service

Web Service

Location

Scheduled

Downtime

[Changes]

Located in

Middleware

ApplicationRuns

Runs on

StorageSends Data to

Received Data from

CMDB MODELING



CI RELATIONSHIPS

75

Employee Group Server Network Application

ID Number

Last Name

First Name

Department

Group

Organization

Title

Location

Workstation n...

attribute n...

Name

Manager

Employee 1

Employee n...

Service n...

Service 1

Asset Name

Vendor

Model

Asset Name

Vendor

Model

Name

Family

Class

Type Host Server Service

Serial Number Memory Application Owner

Family Host Application 1 Application Approver

Class Physical Host Server

Relationship...

Host n...

Service n...

Service n,,,Assigned Group

Relationship...

Raw Data has immense value! But better information emerges when this data is linked by actual relationships.

Storing data is easy. But Linking, maintaining and controlling the data to produce information is harder.



SERVICENOW SOLUTION ADAPTATION

Users

Groups

Roles

Forms

List Layouts

UI Policies

ACL Rules and Security

CMDB Application and Modules

Data Sources

Transform maps

Scripts

Other…



SERVICENOW BOOKS BY HGCONCEPT

Hichem GuemiriSERVICENOW SOLUTION [email protected]+1 (514) 247-0825

Maxime CarrierSERVICENOW IMPLEMENTATION [email protected]+1 (514) 962-6136

