hgconcept-itom-service centric operations

© 2016 ServiceNow All Rights Reserved

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

SERVICE CENTRIC OPERATIONSGO BEYOND YOUR SERVICE DESK FUNCTIONS! BY INTEGRATING & CORRELATING ALL ITOM & ITSM ACTIVITIES INTO A TRUSTED #CMDB

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

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

PRESENTED ON SEPTEMBER, 21st 2016 @MONTREAL SNUG

mailto:[email protected]




AGENDA

• What is ITOM?

• How ITOM is related to ITSM

• Why you should implement ITOM along with ITSM

• Where should you start, when implementing ITOM

• What are the ServiceNow ITOM Product capabilities?



Outdated Legacy Tools

Declining Customer

Satisfaction

Poor Time to Resolution

At one point we were using three different stop-gap products. They were too expensive to maintain and added very little value!

Staff is losing confidence in IT and beginning to find work-aroundssuch as “shadow IT” to get their work done.

Our manual processes are error-prone and extremely inefficient. It’s taking way too long to resolve incidents and deliver services!

CHALLENGES FACING IT SERVICE DELIVERY TEAMS



Lack of Service

Visibility

SlowService Delivery

Unreliable Service

Availability

I can’t tell which systems are connected to each service.

We need to accelerate service delivery, while maintaining quality.

If a service goes down, I can’t find the cause of the outage.

CHALLENGES FACING IT OPERATIONS TEAM



AT THE HEART OF SERVICE MANAGEMENT! THE CMDB…

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



SERVICE STRATEGY

SERVICE DESIGNSERVICE

TRANSITIONSERVICE

OPERATIONSERVICE

IMPROVEMENT

Service Portfolio Management

Service Catalog Management

Change Management

Service Asset & Configuration Management

Knowledge Management

Event Management

Incident Management

Request Fulfillment

Problem Management

Process Improvement

SERVICE LIFECYCLE MANAGEMENT

IT Asset Management

Access Management

CMDB

SERVICE LIFECYCLE MANAGEMENT



IT OPERATIONS MANAGEMENT – FOCUS AREAS



ITOM – AN OPERATIONAL LANDSCAPE

STORAGE

MANAGEMENT

SYSTEMS & NETWORK

MANAGEMENT

BACKUP

MANAGEMENT

JOB SCHEDULING

IT OPERATIONS LANDSCAPE

APPLICATION PERFORMANCE

MANAGEMENT

LOG MANAGEMENT

INVENTORY MANAGEMENT

SERVICE

DEPENDENCY MAPPING

WEB & USER

MONITORING

Systems & Network Management tools constitute the central hub of visibility into the status of IT Operations. These tools are used to detect and investigate hardware, network and

software problems.

Log Management constitutes essentially all kinds of software output log files. Logs provide low-level visibility on application behavior; they are extremely useful for debugging, and

can help with tracking recurring errors.

Application performance monitoring (APM) help monitor the behavior of applications by tracking transaction flow, starting with the client, and working down the stack, through the

backend and database. They measure performance metrics such as latency, throughput and error rate. They are used to detect and debug user experience issues.

Web & user monitoring tools measure how applications perform from the outside. They simulate traffic to application from various geographies and alert on failures and timeouts

(Synthetic Monitoring). Additionally, they can be embedded into the web frontends or mobile applications in order to track real failures arising in users clients (Real User Monitoring).

IT process automation is the ability to orchestrate and integrate tools, people and processes through workflow

Event processing tools help automate large parts of the incident resolution process. They consume alerts from any monitoring tool, and run them through a series of processing

steps: Correlation (matching related alerts), Enrichment (adding insight & context to events), Noise Suppression (removing unnecessary events) and Routing (funneling events to

specific stakeholders). Event processing tools are used to boost service uptime and team productivity.

Service dependency mapping automatically discovers data center inventory, configuration, and relationship data, and maps business applications and the IT infrastructure and

business services

CONFIGURATION

AUTOMATION

EVENT PROCESSING

& CORRELATION

CLOUD MANAGEMENT

OTHER MANAGEMENT

TOOLS

DNS / DHCP / IP

DATA CENTER

MANAGEMENT

DATABASE

MANAGEMENT

SECURITY MANAGEMENT IDENTIFIED GAPS

LINUX/UNIX

AUTOMATION &

SERVICE

ORCHESTRATION

IT OPERATIONS

PROCESS

ACTIVITIES

[PROVISIONING]

FIREWALL

LOAD BALANCERS

PROD

UCT

DESC

RIPT

ION

LEGEND

TO UPGRADE/ CONSOLIDATE

MISSING CAPABILITIES

NEED IMPROVEMENT

WELL ESTABLISHED

PRE-

REQU

ISIT

ES

IT OPERATIONS MANAGEMENT PROCESS

MONITORING &

EVENT

ROLES &

RESPONSIBILITIES

CMDB

INCIDENT

MANAGEMENT

DISCOVERY &

SERVICE MAPPING

CMDB POPULATION

3rd PARTY

DISCOVERY

TOOLS



THE SERVICE AWARE OPERATIONS

AUTOMATE

OPERATIONS MANAGEMENTTECHNOLOGY CENTRIC

SERVICE MANAGEMENTSERVICE CENTRIC

BUSINESS SERVICES

CMDB

SERVICES

NETWORK /DATA CENTER

STORAGE / BACKUP

DATABASES

SERVERS

APPLICATIONS



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



DEFINE YOUR BUSINESS DRIVERS

SER

VIC

E V

IEW • Single / trusted business

service dashboard & console

• Service-centric monitoring as opposed to silo management

OP

ERAT

IIO

NA

L EX

CEL

LEN

CE • Proactive actions and

early detection via trending

• Better understanding of high-peak periods

• Identifying and eliminating availability and capacity bottlenecks

IMP

RO

VE

RES

OLU

TIO

N • Faster and more accurate diagnosis via events correlation

• More incidents resolved by level 1 operational support groups

• Automated logging, filtering and assignment to support group



YOUR PROCESS IMPACTS

CONFIGURATION ITEMS

& ASSETS

(ITOM)

NETWORK

Notebooks

Mobiles

ITSM RECORDSSERVICE CATALOG

INCIDENTS / PROBLEMS

CHANGE / REQUESTS

LOCATIONBUILDINGS

ORGANIZATION

SUPPORTING

GROUP

PEOPLEANALYSTS / STAFF / CUSTOMERS / USERS

Where s the impact?

Assignments

Servers

Ownerships

Which Organization is affected?

Impact

Group Members

Identify CI

Who s impacted

Telecom

Security



REVIEW YOUR ITOM MATURITY…

OPTIMIZED

4

RESPONSIVE

3

MA

TUR

ITY

LEVE

L

IT OPERATIONS CAPABILITIES

Manual IT Operations processes

Technology centric IT Operations

Independent event management procedures by support team

CMDB Not federated and not integrated

No automated trouble ticketing

Reduced complexity and management in silos

Standardized monitoring tools and procedures

Event management process in place, and responses are standardized

Incident management process integrated with Events management

Federated CMDB in place

Dynamic business services dependencies, and relationships

IT Operations activities automated

Trending & capacity planning reporting and analytics

Services mapped & dependencies documented manually

Events are automatically correlated

Alerts are centralized

EFFICIENT

2

MANUAL

1

BU

SIN

ESS

DR

IVEN

SER

VIC

E

DR

IVEN

Multiple unconsolidated help desks

No event management in place

No official monitoring in place

No Standards in place

0

PRO

AC

TIVE

IT O

PER

ATIO

NS

REA

CTI

VEIT

OPE

RAT

ION

S

CH

AO

TIC

IT O

PER

ATIO

NS

DESIRED LONG-

TERM GOAL



INCIDENT RESOLUTION WITHOUT CMDB

SERVICE DESK

ANALYST

ANNOUNCEMENTSERVICE DOWN

CUSTOMERS

EVENT DETECTED IN CONSOLE

EVENT RULE APPLIED

2nd LEVEL

NETWORK TEAM

1st

LEVEL

OPERATORS

OPEN TICKET MANUALLY

3rd

LEVEL

TECHNICAL SPECIALIST

APPLICATION/DATABASE

OPEN TICKET

COMMUNICATION BETWEEN TEAMS

NETWORK

NETWORK MANAGEMENT

CONSOLE

SYSLOG

SERVER

EVENT FORWARDED TO SYSLOG

EMAIL

NOTIFICATION SENT BY EMAIL

EMAIL NOTIFICATION

SNMP TRAP ARE SENT TO SYSLOG

NETWORK ROUTER

SYSLOG EVENT GENERATED

ALERT GENERATED FOR A ROUTER

ACTIVE POLL

OPSCONSOLES

SERVER DATABASE...

ALERTS ARE ACKNOWLEDGED

2nd

LEVEL

SYSTEM [UNIX] SERVER

TEAM

OPEN TICKETS IN HEATfor Windows Server Alert

DATABASE

SERVER

x

x

NO CONNECTIVITY

SERVERS MANAGEMENT

CONSOLE

ALERT GENERATED FOR A SERVER IF NOT REACHABLE[POLLING]


NOTIFICATION SENT BY EMAILTO APP/DB ADMIN

NOTIFICATION SENT BY EMAIL TO OPS

ALERT GENERATED FOR A DB SERVER IF NOT REACHABLE[POLLING]

MISSING FEATURES:

- Service Discovery, Mapping & Dependency

- Orchestration

- Configuration automation

- Provisioning

- Event Correlation

- Central Notification and escalation system

GENERIC OBSERVATIONS:

- Multiple management consoles are used.

- Longer time to consolidate and detect issues

- Multiple configurations to maintain in various places

- Events and Service Desk tickets are not opened automatically

- A ticket is not open all the time. 10% to 25% of triggered events only, generate an incident.

- Notifications and escalations are configured in multiple tools.

- No Correlations between events

- No automation to repair known issues

- No Impact on service affected.

DB MANAGEMENT

CONSOLE

NOTIFICATION SENT BY EMAILTO APP/DB ADMIN



EVENT MANAGEMENT WITH AN INTEGRATED CMDB

EVENT MANAGEMENT

ALERT GENERATED FOR A ROUTER

NETWORK

ROUTERSERVICE DESK

ANALYST

ITSM

CUSTOMERS

EVENT DETECTED IN CONSOLE

EVENT RULE APPLIED

2nd LEVEL

NETWORK TEAM

1st

LEVEL

OPERATORS

EVENT MANAGEMENT3rd

LEVEL

TECHNICAL SPECIALIST

APPLICATION/DATABASE

NETWORK MANAGEMENT

CONSOLE

4. EMAIL NOTIFICATION

2nd

LEVEL

SYSTEM [UNIX] SERVER

TEAM

DATABASE

SERVER

x

NO CONNECTIVITY

SERVERS MANAGEMENT

CONSOLE

ALERT GENERATED FOR A SERVER IF NOT REACHABLE[POLLING]


ALERT GENERATED FOR A DB SERVER IF NOT REACHABLE[POLLING]

GENERIC OBSERVATIONS:

- A single management consoles are used.

- All events are detected and consolidated

- Cconfigurations and rules are maintained in a single place

- Service Desk tickets are opened automatically

- Notifications and escalations are configured in a single tool.

- Correlations between events

- Automation to repair known issues

- Impact on service affected.

DB MANAGEMENT

CONSOLE

COMMUNICATION BETWEEN TEAMS

Event

Notification

Generated

Event Filtered

Event

Monitoring

System

Event

Correlation

Trigger

Alert

Execute

Actions

Event Generated

Event Generated

INCIDENT

ITSM



APPLICATION LAYER

BUSINESS LAYER

Business

Process

Business Service

Business ServiceIs Enabled by

Enables Depends On

Used by Service

Offering

Service Subscription by User

Service Subscription by Location

Service Availability

Service Level Agreements

Outages

[Incidents]

Location

UserUser

Access provided by

Access Provided to

Scheduled Downtime

[Changes]

Application

Service

Business

Application

Business

Application

Application

Service

Depends On

TECHNOLOGY LAYER

Technology Service

VM Machines

Runs On

Runs

Technology

Service

[Database]

Runs OnRuns

Technology

Service

Web Service

Runs

Runs On

VM Machine

Switch Port

Switch

Router

Data Center

Location

VM Host

...

...Server

Database

Application

Database

Instance

Runs On

Runs On

Runs On Runs On

Runs On

StorageRuns On

Runs On

Middleware

Application

Server

Rack

Circuit

UPS

Powers

Feeds

Fed by

Room

Located in

Houses

Located in

Located in

Runs On

Runs On

Data Center

Countains Room

Located in

1

2

3

4

5

6

7

8

5

2

1

1

DESIGN YOUR BUSINESS SERVICE MAP ON PAPER…



ELABORATE YOUR SERVICE MAP BY CI CATEGORY

DATA CENTER SERVICES

3rd

PARTY APPS

APPLICATION DRIVER

ORACLE CLIENT SW

WEB SERVICES

3rd

Party Web Application

IIS

MIDDLEWARE

ASP.NET

APPLICATION LAYER

APPLICATION SERVICE #1

USER #3USER #1 USER #2USER #4

BUSINESS LAYER

BUSINESS SERVICE #2 BUSINESS SERVICE #3

Uses

PROCESS #5PROCESS #4PROCESS #1 PROCESS #3PROCESS #2

REALISEZ

BUSINESS SERVICE #1

APP MODULE #2

APP MODULE #1

APP MODULE #3

SERVICE APP #1

SERVICE APP #2

SERVICE APP #3

INTERFACE

APPLICATION INTERFACE

SERVER / VIRTUALIZATION

SERVER

RUNS ON

USES

RUNS ONRUNS ON

PROVIDED BY

PROVIDED BY

APPLICATION MODULE

MAIN

APPLICATION

BUSINESS

APPLICATIONS

APPLICATION

SERVICE

TECHNOLOGY LAYER

RUNS ON

DATABASE SERVICES

CLUSTER 2

CLUSER 1

POWER MANAGEMENT

NETWORK / TELECOM SERVICES

DNS

STORAGE / BACKUP SERVICES

STORAGE / BACKUPDHCP WIRED

RUNS ONRUNS ON

RUNS ONRUNS ON

RUNS ON

APPLICATION

SERVICE

Oracle RAC Cluster

ORACLEDATABASE

UNIX SERVER 1

USERS 3USERS 1 USERS 2 USERS 4

APPLICATION LAYER

BUSINESS LAYER

PROCESS 2 PROCESS 3

Uses

SERVICE 4SERVICE 4SERVICE 1 SERVICE 3SERVICE 2

REALISEZ

PROCESS 1

BUSINESS APP

DB SCHEMA 1

DB SCHEMA 2

DB SCHEMA 3

UNIX SERVER 2

Connects To

APPLICATION 1

PROVIDED BY

PROVIDED BY

DATABASE INSTANCE

DATABASE INSTANCE

DATABASE

SOFTWARE

ORACLE

ORACLE

DATA POOL

OCR

VOTING

DATABASE SCAN

LISTNER

ASM

BOOT

VOLUME

ORACLE

TECHNOLOGY LAYER



HOW TO GET THERE?

DEFINE ITOM• Reach a common understanding of what ITOM

means for you

DISCOVERY• Review current ITOM best practices

• Document your current toolsets and capabilities

• Complete and review discovery capabilities including ServiceNow

• Identify and assign all SMEs and schedule discovery workshops

MONITORING• Gather detailed information on monitoring

coverage, parameters and thresholds (ITOM Monitoring Grid.xls, ITOM Tool listing)

• Identify and map the different monitoring processes by product area

EVENT MANAGEMENT• Document the hi-level process design for event

management

DESIRED ARCHITECTURE• Define a target ITOM architecture and processes

• Execute an ROI for acquiring new licensing for existing toolsets

ROADMAP• Agree and communicate the ITOM desired

target

• Agree on the roadmap and required actions to take



ITOM PRODUCT APPROACH

VISIBILITY AGILITY AVAILABILITY



1.VISIBILITY…



SERVICE 360: TELLING A STORY

21

An integrated view of

– Service Definition

– Operational Status

– Security Exposure

– Cost

– Governance

– Project impact



Enriched Service Model: Pinpoint the causes of service issues and evaluate impacts of planned changes

SERVICE-AWARE CMDB

• Enables Discovery with Service Mapping to populate service maps into the CMDB

• CMDB service maps include service map editor, mashup of other data sources onto service map, and a single place to manage the complete lifecycle of services

• Create a single system of record for service topology

• Make ServiceNow ITSM and ITOM applications service-aware



IT EXECUTIVES – NEED TO KNOW SERVICE PERFORMANCE



Understand the financial impact and value of business services



2.AGILITY…



SERVICE-ORIENTED ECO-SYSTEM

• Vibrant Ecosystem

– Nearly 50 certified integration partners

– Certified integrations provide essential “last mile” configuration capabilities

– ServiceNow Store the source for certified integrations

– Worldwide Solution Providers and Systems Integrators assist in optimizing customer technology and business requirements

SERVICES

EVENT CONFIG

CLOUD

Discovery & Service Mapping

Workflow & Orchestration

CMDB & Analytics

!



• Install Patch

• Remove Virus

• Change Network Configuration

• Remote Analysis

• Take Systems Offline

• Rebuild Systems

• Configure Systems

• Reset Passwords

• Automated Forensics

• Information Gathering

AUTOMATE OPERATIONAL AND REMEDIATION TASKS



Self Service Provisioning through Workflow and Orchestration

BUILD NEW SERVICES IN HOURS – DEPLOY IN MINUTES



3.AVAILABILITY…



UNDERSTAND WHAT IS CRITICAL?

SIEMS, Malware, Threat

Network Protection

Endpoint Solutions

Access & IdentitySolutions



FILTER THE NOISE TO MAKE IT USEFUL, ACTIONABLE, AND MANAGEABLE

Correlation…

… Understand Business Impact

… Auto Remediation

… Execute Consistent Processes

… Capture Metrics

… Manage Service Levels

… Consolidate Security Information

… Enable IT, Security, & BU Collaboration

… Meet Audit and Regulatory Requirements

SIEM/Monitoring/Alerting

Firewall/IPS/IDS

Identity & Access

Threat/Intel

Vulnerability Detection

Network Security

Security Endpoint

Noise Generators…



IT OPERATIONS MANAGEMENTBUILDING BLOCKS

PEOPLE PRODUCT

PROCESS GOVERNANCE

DESIGNING YOUR IT OPERATIONS



1. DISCOVERY & SERVICE MAPPING

• PEOPLE

• PROCESS

• PRODUCT

• GOVERNANCE



• Any discoverable IT asset information that contributes to the delivery of

a service

• The collection and forwarding of discoverable IT asset information used

for identification, control, recording, tracking, reporting and verification

of configuration items in the CMDB, including the information about CI

attributes and relationships between CIs, as well as relationships

between CIs and the services they support

1. DESIGN 2. VALIDATE

3. DEPLOY

DISCOVERY & SERVICE MAPPING SCOPE



GOVERNANCE & POLICY

• Establish standards, policies and scope for discovery of CIs, attributes and relationships; and their updates to the CMDB

• Where possible, CIs, CI attributes, relationships and status changes should be discovered - When discovery is not possible or unreliable, a manual process should cover the gap

• Establish requirements for implementing an automated service dependency mapping tool.

• Document Service dependency mapping capabilities

1. DESIGN

• Validate policies for automatic service dependency mapping

• Align services with EA capabilities and architecture

• Review Standards and policies for record reconciliation

• Validate CMDB data synchronization policies with the discovery and dependency mapping technologies

2.VALIDATE

• Create CIs that support a business service and the relationships between the configuration items

• Create and visualize relationships and dependencies between discovered services, network, servers, storage and interdependent applications:

• Track and compare configurations to approved baselines; detect configuration drift and quickly remediate configuration errors.

3.DEPLOY



DATA

CENTER

NETWORK

TELECOM

SERVERS

STORAGE

DBMS

APPLICATIONS

POPU

LATI

NG T

HE C

MDB

BUSINESS SERVICE

APPLICATION

SERVICE

TECHNOLOGY

SERVICE

BUILDING

LOCATION

ORGANIZATION

PEOPLE

ANALYST

GROUP

OWNERSHIP

SLA CI R

ELAT

IONS

HIPS

CUSTOMERS

POPULATING THE CMDB



DISCOVERY TECHNOLOGY CAN HELP!

• Agentless discovery

• Will find everything in a given IP range

• Integrated out of the box with the CMDB

• Sets the stage for dependency discovery



HOW DEPENDENCY MAPPING CAN REALLY HELP…

Service Health Monitoring

• Real-time dashboard

• End-user & business status

• Service infrastructure status

Rapid Problem Isolation

• Changes, events & incidents

• Across technology domains

• Instant correlation to business service

• Prioritization based on business impact

Change Impact Analysis

• See impact of planned changes on business services

• Compare current and historical configurations



TOGETHER, YOU CAN BUILD A CMDB WITH ALL DATA REQUIRED

Configuration Items

Infrastructure Discovery

Automated Horizontal Discovery

Service Map

Service Maps

Email

Payroll E-Banking

AutomatedTop-Down

Business Svc Discovery

CMDB



CMDB HEALTH DASHBOARD

Solution: CMDB Health Dashboard Provides Indicators and KPI’s for CI State, Audit Review and Top Change Generators

Problem: Ensuring an accurate CMDB for audit and control

Value: Confidently visualize and manage CMDB for compliance, completeness and correctness



ServiceHealth

• Check a service health dashboard to see service outages

• Automatically open incidents for critical issues

• ITSM app Incident Management• Platform CMDB• ITOM package Mapping, Event ,

Discovery

SERVICE HEALTH



ServiceMaps

• Drill down into service maps to see root causes of outages

• Check timeline to determine when a service was running, before a change occurred

• Platform CMDB• ITSM app Change Management• ITOM package with Service Mapping

SERVICE MAP



Automated Remediation

• Create rollback change requests and other options for fast remediation

• ITSM apps Incident Management and Change Management

• ITOM package with Service Mapping and Orchestration

AUTOMATED REMEDIATION



Real-time Reporting

• View real-time reports, including average remediation times of resolved incidents

• Platform feature

REAL-TIME REPORTING



SERVICEWATCH INSIGHT

Data Center Consolidation

Application Rationalization

Outages & Availability

Regulatory Compliance, GRC, Security

Mergers & Acquisitions or Divestitures

Shared Services

Business Services Mapped

Business Service Health & Availability Dashboard

Events CorrelatedSLAs Defined



2. MONITORING & EVENT MANAGEMENT

• PEOPLE

• PROCESS

• PRODUCT

• GOVERNANCE



MONITORING & EVENT MANAGEMENT - SCOPE

• To ensure that service availability and capacity is understood,that service targets are realistically established and that theyare monitored accordingly

• To constantly improve service availability and capacity byproactively detecting, making sense of and efficientlyresponding to service-impacting events

• Streamlined monitoring portfolio toolsets applied to servicesmodels in the early stages of the service lifecycle

• Communicating information that makes sense to the variousstakeholders and that quickly triggers the proper responses

1. PLAN

2. VALIDATE3.MONITOR

4. ANALYZE



GOVERNANCE & POLICY

• Provide standards for tier 1 monitoring and service monitoring

• Establish formal monitoring architecture, policies and strategy

• Establish standards and policies for cloud services and third-party services

• Standardize service availability and capacity modeling conventions

PLAN

• Implement procedures and business rules to establish manageable and adaptive thresholds

VALIDATE

• Implement a policy requiring a response for every production alert

• All actionable alerts/events are sent to a central event console

• Standardize notification template, and define notification standards and architecture

• Standardize escalation rules and procedures (ex: what to do when no acknowledgement, after X hours, etc.)

• Formal rules are used for alerts suppression (ex: alerts resulting from a planned change)

• Define event response standards and architecture (ex: Decentralized to tier 1? Central response scripts repository? Business rules manager?

MONITOR

• Formalize reporting architecture and standards

• Consolidate all views and dashboards into a central monitoring screen to view all events, and incidents

ANALYZE



PROCESS & PEOPLE

• Identify CTA (critical to availability) and CTC (critical to capacity) CIs and parameters, and their impact on the overall service

• Identify thresholds using the service availability and capacity model, and by using historical data or vendor’s specs to set thresholds

PLAN

• Run simulation on service availability and capacity models to validate thresholds

• Provision monitoring based on the service availability and capacity modeling requirements

• Identify which data will be used to populate event records

• Test and tune, then deploy and operationalize

• Provision service availability and capacity model into correlation console

• Use historical data to identify patterns and create additional correlation rules

VALIDATE

• Formalize notification chains

• Formalize notification rules (who, what, when, how)

• Process interface with incident management, change management, request fulfillment

• Tune event response based on past event response

MONITOR

• Identify reports work products (what, when, who, how and audience)

• Design reports (including service availability and capacity reports, using service availability and capacity model)

• Interface reporting activities with the CSI process

ANALYZE



RECAP

ITSM + ITOM platform = complete solution for service outages, quicker MTTR, Compliance and Cloud Management

The difference

• Cloud-first

• Service-centric

• Single platform

Organizations with a service centric CMDB and solution:• Cost containment/reduction (operating expenses)• Service availability (quality of service)• Agility and speed (time-to-market)



ITOM BEST-PRACTICES

• Integrate with CMDB

• Integrate with Incident Management, automate alerting and escalation

• Collect, filter the noise and normalize events in a single dashboard for all alerts

• Correlate alerts coming from various places: • Monitoring Tools

• Management tools

• SNMP traps, Syslog's and WMI event

• Scripts, other…

• Automate with systems management and console operations

• Design Service Map 1st then implement Tools to support it.

• Automate management of reporting and SLA’s



KEY TAKE AWAY

Establish / Document monitoring standards

Consolidate/ Decommission monitoring Toolsets

Establish and acquire tools for missing capabilities

Implement a common CMDB, and governance to control it

Document / Review IT Operations activities



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



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