the cms value chain: from managing configuration items to improving business services
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1 ©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
The CMS value chain: from managing configuration items to improving business services
Jody Roberts
CMS Product Management Marketing
HP Software
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Contents
– Goals
– Sources of Confusion
– Breaking Down Complexity
– Boundaries
– The CMS Value Chain
– CMS in a Clearer Light
– Use Cases Revisited
– Q&A
3
Goals
– Demystify, Clarify
– Answer Questions
– Explain Depth
– Promote the CMS BP Strategy document as a reference to
the presented concepts
– Awareness of the CMS BP Library
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Sources of Confusion
– Subtitle goes here
5
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Knowledge Management
Process Management
Demand
Management
Business Relationship Management
Strategy
Generation
Organisation & Responsibility Management
Architecture and Automation management
Change Management
Planning for New or
Changed Services
Transition Planning & Support
Release & Deployment Management
Service Validation & Testing
Evaluation
Service Portfolio Management
Service Level Management
Service Catalogue Management
Availability Management
Capacity Management
Competency Management
Workforce Management
Service Improvement
Service
Measurement
& Reporting
Facility Management
Program & Project Management
Managing Organisational Change
Supplier Management
Call
Management
Fin
an
cia
l M
an
ag
em
en
t
Event
Management
Asset Management
Operations Management
Service Asset & Configuration Management
Problem Management
Incident Management
Request Fulfilment
Access Management
ITSC Management Information Security Management
Risk Management
Governance
High Level Process InteractionsProcess Interaction?!?
SACM Buried in Asset?CMS Buried in SACM?No. Not that simple!
Yes. ITIL, ITAM, SACM, and CMS can be confusing. There are a lot of gray areas.
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Sources of Confusion
– ITIL:
• For putting a Thing and a Process in one name (SACM)
• For adding multiple definitions of the word ―asset‖
– ITAM:
• For attempting to own everything because it contains the word ―asset‖
• Builds on ITIL’s confusion
– SACM:
• For oversimplifying a complex model within processes of ITSM
– Individual Perspectives / Formative Experiences
• For emphasizing the strengths and viewpoints of their background
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Asset
CI
ServiceAsset
ITAM
SACM
What Is the Reality?
CI
ServiceAsset
Asset ServiceAsset
ITAM
SACM
CMS
? ?
?Asset
CI
ServiceAsset ? CI
CMS
?
Asset
CMS
?
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Breaking Down the Complexity
– Subtitle goes here
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Breaking Down Complexity—First, Understand the BoundariesBoundaries may change depending on what you are willing to pay for to manage.
Distill the multiple definitions of the word ―Asset‖
ASSET (IT-less, Accounting definition) – irrelevant to IT or IT facilities. GAAP, depreciation, debits/credits etc.
ASSET (ITIL definition) – a misnomer which really was intended to indicate a group of CIs, some useful subset of configurable elements.
SERVICE ASSET – anything required to manage, support, or control any managed, supported service. Not just ―things‖.
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Breaking Down Complexity—First, Understand the Boundaries
ITAM – If it’s only an IT asset, SACM and CMS leave it alone.ITAM owns all IT Assets. CMS doesn’t care.SACM provides control of selected, configurable, service assets.
Service Asset - If it’s also a Service Asset, SACM applies.SACM = control for Service Assets. Still may not be a CI.
CI – It’s a CI only if:it has the characteristic of being configurableIt’s part of a service, either a specific component of group of them
Not everything in Asset Management is a CINot everything in the CMS is an assetNot every CI is an assetNot every service asset may be worth managing
Sometimes a CI is just a CI - configurable element with no fiscal relevance
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The Key to Understanding Boundaries
– Subtitle goes here
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Key Concepts
Boundaries Can Change
SACM requires conscious decision-making around what you bring under management. The equation involves priority, ability to execute, and cost.
You can’t buy off this conscious decision based on the advice of any single vendor, analyst, or white paper, trade rag, or position.
(but they can act as spiritual advisors.)
Don’t let SACM or ITIL or ITAM push you around! You know your own IT best.
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Who Defines the Boundaries? You!Impetus = Use Case Imperative + Ability
to Support (cost, resources, etc.)
Given a constant use case imperative, less
ability to support the use case = less
impetus.
―We want to but we can’t pay for it.‖ –
Conscious decision.
Only put in the CMS what you can PAY
FOR to support – don’t let your discovery
reach exceed your actionable grasp.
Population is a small % of the overall cost
of putting a CI in the CMS.
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Conscious Decision Example
VP of Ops conversation with the Asset Manager:
VP: ―Discovering all our laptops aren’t worth it.‖
AM ―But the laptops are part of all services!‖
VP: ―Yes, but we can abstract the last layer if necessary for
Incident and problem management since they all use the
same gold master images.‖ (No patch/change/etc. is
unique to any one laptop.)
For you—maybe, maybe not. Controversy isn’t the point.
―And then we will certainly maintain the gold master
configurations for all laptops!‖
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Why Boundaries May Change
Examples:
What about furniture? What about property? What about…?
If it’s specialized furniture that is required to fills a special
service need, maybe it needs to be a CI.
What if property is thought of as a part of the services you
provide?
Make the conscious decision vs. an unconscious one.
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Close to Reality?
ServiceAsset
CMS
Accounting Asset
Fiscal relevance to the business
Asset - IT assets are subject to ITAM (if you are doing formal ITAM)*
Subsets – CIs,but not thoughtof as Service Assets
For now we set aside thestrictly accounting definition
Service assets are subject to SACM
Asset, CI, Service Asset --Typically includes infrastructure, e.g. devices, apps
Service assets but not a configurable element
Don’t need or want to manage
Non-SACMUse cases, e.g.,Transformations, customer-driven
*Asset Management does not have to be present to do SACM!
CI
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The CMS Value Chain
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The Investment Disconnect
CMS Provides Indirect Value
CMS
ITSM Processes
IT Services
Business Services
Investment
KPIs/ROI
—How do you justify
investment for
something you can
only indirectly measure
the value of?
— If the value
chain is provable
—Value Bubbles Up
from CMS through
the layers of ITSM
to the business
Visibility& Value
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Building Blocksof Value
\
Reduced Cost of IT Services
Lower ITSM TCO
CMS
Shared Context
Common View of Services
Lower ProcessCollaboration TCO
Increased Data Reliability
Increased Config Data Accuracy
Element Configuration and CI
Management
Service Configuration and Modeling
Federation and Service Discovery
Increased data Integrity
Decreased Change-related Impact
Lower TCO of Business Services Support
Lower TCO of Service Transition
Decreased data Latency
More Granular Service Visibility
Increased Business Service reliability
More effective Business Services
Value-Added Analytics, verification, audit,
controls
Decision Agility
Reduced Risk of IT Services
Value of IT to the Business
Increased Business
Competitive Agility
Reduced IT TCO
Visibilityand Value
Expanded CMS Value Chain
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CMS in a Clearer Light
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ITIL® Configuration Management
―used by all some IT Service Management Processes‖
Incident/ProblemManagement
IT ServiceContinuity
Change/ReleaseManagement
Data that can assist in troubleshooting
Incidents and Problems associated with a CI
Data to assist in assessingImpact and risk of change
Changes in Status to a CI
Identification of CIs that comprisecritical business functions
IT Service Continuity Plan
Service LevelManagement
CapacityManagement
Performance &Availability Mgt.
Services Catalog, SLAs
Data to aid in defining SLAs
Identification of SPOF andproblematic CIs
Determination ofgrowth, bottlenecks and
opportunities for consolidation
Capacity Plan(s)
CMS Changes in Status to a CI
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CMS
SACM
ITAM
Plan
Acquire
Deploy
Manage
Disposal
AuthorizedState
ActualState
PlannedState
Identify
Authorize
Onboard
Transition Point:In Production
Transition Point:Population
IT AssetLifecycle
ConfigurationManagementLifecycle
Consume
COP Model
Verify / Audit
Embedded Lifecycles
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• DB and Management of Configuration Items• Configuration of Service Assets• Conduit and Integration Platform e.g. Federation
CMS
Element Configuration
Service Configuration
Federationand
Integration
CMS Primary Functions
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• Technology + Data Layer provided by Tools like HP UCMDB 9.0 • Process Governance wraps/sits on Technology
- ensure good data is provided to the consuming processes, e.g. COP- Provide control and monitoring, audit/compliance, e.g. SACM
GovernanceProcessData
Technology }}}
Tools e.g. UCMDB
People, Activities e.g. Chg Mgt.
Business Entities (ITSM, Services)Services
{CMS
CMS Is a Foundation for Services
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Use Cases, Revisited
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Traditional UCMDB/DDM ―ITIL V2‖-type Model
CMDB
Discovery
• All else aside this is not a ―BAD‖ Model!• Many use cases – audit, modeling, reporting, transformations, etc.• Successful, Lots of ROI• UCMDB / DDM Supports This Today
Discovery populates the CMDB―Owns‖ Infrastructure, Services, all CIsHere, CIs = Service AssetsIs SACM/ITAM/ITIL present?Maybe – but no assumptions
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Federation added
UCMDB 7+, 2007+
CMDB
Discovery+
Federation
• Federation enables additional use cases+ Decreases data latency+ Much more efficient
!Caution: Not a license to go overboard on provider onboarding!
Best practices still apply!
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ITIL V3 + Asset ManagementMDR Is Used to Verify/audit (―manage‖) Control
CMSIntegration
Layer
Specific, more CompleteDiscovery
or Source ofData /
Knowledge
Asset Manager
Federation
ServiceDiscovery
FederationOther
Providers
What Makes Sense?•Still Need a reliable source•Still need a process•What can be used toverify/audit for certain CIs
•Requirements to solvethe problem remain
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ITIL V3 + SACMService Manager is the Control UIAsset Manager is part of the HP SACM Program
UCMDB
InfrastructureDiscovery
Asset Management
Federation
ServiceDiscovery
Control ServiceManager
Consume
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HP Delivers
Make Sense? Want More Details?
All Available Now!
Customer Resources How It Helps
HP CMS Best Practices Library Best Practices for all layers of the CMS: Technology, Data, and Process Governance
HP CMS Strategy Guide Expands and details concepts introduced here – provides actionable strategy for CMS Design and Implementation
HP CMS Practitioner’s Forum Direct access to your Communityof peers on a weekly round-table call
HP CMS Community on HP Live Net Customer Collaboration -Discussion forums, content download / upload, content sharing
All Available Now Links on Next Page
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Resources– Communities on HP Live Net (licensed customers only)
• Product-focused discussion forums
• Content distribution (DDM Content Packs, How-to docs and tools, customer uploads)
• User-developed content (Customers can upload content for sharing or review)
• CMS Community: https://h20066.www2.hp.com
• DDM Community: https://h20090.www2.hp.com
• UCMDB Community: https://h20067.www2.hp.com
– CMS Best Practices Library are on the CMS Community
– UCMDB/DDM/CMS Practitioner’s Forum:
• Weekly audio call round table discussion
• Customers, HP Field, HP Product, HP R&D
• Technical and strategic discussions, networking, knowledge sharing, problem solving
• Ongoing Since 2006 - Almost 200 calls as of June 2010
• Contact Jody.Roberts@hp.com for details and an invitation
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Questions
33 ©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
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