© 2010 Pepperweed Consulting.
Pepperweed ConsultingAn IT Integration Company
Reducing Risk of Change in your Virtualized Infrastructure
Mike BauerVP, Marketing & Solution Management
November 18th, 2010
Copyright © 2010 Pepperweed Consulting.
The Promise of VirtualizationReduce Costs While Increasing Efficiency & Flexibility
Transform IT into an efficient and adaptive service provider
Rigid SiloedManually assembled services
Dynamic SharedTransparently assembled services
2
Copyright © 2010 Pepperweed Consulting.
The Challenges Virtualization Creates For IT
Virtual sprawl
Splintered visibility & control
Complexity of deploying and maintaining services
Increase risk due to Ad Hoc changes
3
Copyright © 2010 Pepperweed Consulting.
The Chaos of ChangeAre you controlling change or is it controlling you?
4
Our change backlog just keeps growing
We need to get this patch out ASAP
So many changes, so many conflicts
ComplexityResource constraints
Manual, disjointed processes
No collaboration across IT silos
Opaque service configurations
IT
Copyright © 2010 Pepperweed Consulting.
Why Change is so RiskyKey control-points are not functioning correctly
5
Problem Cause -
Recurring problems, lack of improvement over time
Silo’d activities
Slow change fulfillment
Disjointed Change processes and release execution
Lack of real-time insight into service configurations
Change-related service outages
53% of IT executives surveyed cite volume, frequency, and complexity of change as the greatest contributor to IT risk over the past 3 years
Copyright © 2010 Pepperweed Consulting.
Systemize Change & Release to Reduce Risk
• Automate impact analysis and collision detection
• Automate change execution
• Detect unplanned changes
• Improve audit and compliance posture
• Improve collaboration between stakeholders
Reduce risk by providing effective IT controls, impact analysis and a track record of all changes
FilterRequests
Prioritize Categorize AssessApprove &Schedule
Build Test Implement Review
RFCRFCRFC
Close
CAB
6
Copyright © 2010 Pepperweed Consulting.
The HP Change Management SuiteThe most complete Change Management solution available
HP Service Manager
•Standardized RFCs, rules-based change workflows and Service Catalog
HP Release Control Analysis
•Provides Change Decision Support for the Change Advisory Board
7
Copyright © 2010 Pepperweed Consulting.
HP Change Management…an established set of industry best practices that:
8
8
• Ensure effective IT controls
• Impact analysis during approval and execution
• Track and record all changes
Reduce Risk associated with Change
Optimize Associated Costs
• Embedded best practices accelerate time to value
• Cost effective delivery options including SaaS
• Self-service capabilities for end users
• Automate change process based on best practices
• Improve collaboration across change stakeholders
• Higher percentage of successful changes and more changes
Maximize IT Operations Efficiency
Copyright © 2010 Pepperweed Consulting.
Integrated Change processChange Management and Release Control are synergistic
FilterRequests
Prioritize Categorize AssessApprove &Schedule
Build Test Implement Review
RFCRFCRFC
Close
CAB
Service Manager
Release Control
9
Copyright © 2010 Pepperweed Consulting.
HP SERVICE MANAGERCHANGE MANAGEMENT MODULE
HP Service ManagerChange Management Module
10
Copyright © 2010 Pepperweed Consulting.
Service ManagerSetting the standard for IT service and support
Key Benefits:
•Enables a wide range of out-of-the-box processes for service support and service delivery
•Centralizes information to identify and eliminate infrastructure failures
•Increases availability for critical business services
•Improves utilization of high-cost resources
Key Capabilities:
•Sophisticated process workflow engine for secure, improved service support and delivery
•Comprehensive and flexible capability to publish and consume Web Services
•Powerful end-user self-service for ticketing, Catalog-based requests and Knowledge search
•Vertical and horizontal scaling can cater for massive transaction volumes and wide geographical distribution
11
Copyright © 2010 Pepperweed Consulting.
Change Management
Goal • Control over the entire change lifecycle – from request to approval, planning, implementation, monitoring and evaluation
Example
• It has been determined that an Exchange Server needs to undergo a version upgrade to stem frequent outages. A RFC is opened to initiate the workflow to perform the upgrade. The workflow includes steps for approving the change, planning the work, performing the upgrade, verifying the change, and placing the sever back in production
Features
• Powerful phase and task-oriented change management• Manages both planned and ad hoc changes • Automates the approval process, assesses the risk involved, allows
for a back-out plan and enforces consistent processes• Accommodates complex changes with multiple parallel tasks, phases
and dependencies • Provides a variety of Outlook-like calendar views • Proactive forward schedules for change minimize impact on
environment and resources• ITIL aligned release management enhancements enabled through
new change workflow
Benefits
• Improves response time for change requests• Enables real-time monitoring of change processes • Ensures processes are repeatable and meet the needs of the
business through reusable and dynamic workflows• Reduces risk of unplanned outages
12
Copyright © 2010 Pepperweed Consulting.
Service ManagerPowerful Workflow Engine
13
Copyright © 2010 Pepperweed Consulting.
Managing work through Change Tasks
• Workflow tasks can be created for each CI affected by a Change
• Predefined OOB tasks assign work for common IT activities
• Tasks can perform automated actions
14
Copyright © 2010 Pepperweed Consulting.
Approval Workflow and Notification
• Each Change provides visibility to its Approval Workflow
• Approvers have access via Self-Service to a comprehensive inbox for all their approval activities
• Requests may be approved on the spot one by one or as a group
• Approvers can also drill down to view all details for the request before taking action
• Approvers can delegate approval authority
15
Copyright © 2010 Pepperweed Consulting.
Service Manager Change Calendar
16
Copyright © 2010 Pepperweed Consulting.
HP Release ControlThe only product on the market to tie ITIL change management to IT operational change automation
17
Copyright © 2010 Pepperweed Consulting.
What is Release Control?
• A decision support tool for change advisory boards and change implementers– Informed, objective decisions during change approval
– Visibility and collaboration during change implementation
– Continuous improvements with post-implementation review
Development
Lifecycle
Technical
Changes
Enhancements
Projects
Organize
for
Deployment
SchedulingPlanning Approval Implement Review
Service Desk
Change LifecycleChange Lifecycle
18
Copyright © 2010 Pepperweed Consulting.
Release Control - How Does It Work
Change Management
Systems
HP Universal CMDBHPService Manager
PPM
HPService Manager
PPM3rd Party3rd Party
Change Automation
Systems
HPServer Automation
HPServer Automation
HPNetwork Automation
HPNetwork Automation
ServiceMaps
ServiceMaps
ChangeTicketsChangeTickets
Tasks /Jobs
Tasks /Jobs
Release Control Analytics EngineRelease Control Analytics Engine
Analysis
At Decision TimeImpact, Risk, and Collisions
Analysis
At Decision TimeImpact, Risk, and Collisions
Director
At Implementation TimeAlerts, Collisions, and Collaboration
Director
At Implementation TimeAlerts, Collisions, and Collaboration
19
Copyright © 2010 Pepperweed Consulting.
Analysis: Risk Simulator
Model and apply risk score for more accurate assessment
Copyright © 2010 Pepperweed Consulting.
Analysis: Impact Analysis Spider View
Graphical topology view: more intuitive and easier to understand impact
Copyright © 2010 Pepperweed Consulting.
Analysis: Similar Change Analysis
Review historical information on similar changes to better understand impact and risk
Copyright © 2010 Pepperweed Consulting.
HP IT Change Management SuiteComprehensive Support Tools
• Comprehensive changeprocess with built-in best practices
• Predict change across IT
• Provide automatic collisiondetection
• Enable CAB virtualizationand more efficient meetings
• Show real-time visibility into all ITIL and ad-hoc change activity
• Share information across CAB and implementation teams
23
Copyright © 2010 Pepperweed Consulting.
How’s this all fit together?
24
Our focus today
Copyright © 2010 Pepperweed Consulting.
Managing Change in a Virtualized WorldMaximize process efficiency, improve risk posture and meet
service levels
25
• Maximize IT operations efficiency by standardizing and automating key processes
• Reduce risk by providing effective IT controls, impact analysis and a track record of all changes
• Improve collaboration between stakeholders through CAB virtualization
• Optimize cost by utilizing ITILv3 best practices and automating change implementation
“Reduced risk when deploying changes resulting in 70% fewer bad changes”
Copyright © 2010 Pepperweed Consulting.
Partners•HP BTO SW•VMware•xMatters (AlarmPoint)•KnowledgeBroker •Blue Elephant•Integrien
PartnerTechnology
Evolution IP•Delivery Kits•Custom Scripts•Knowledge bases•Integrations•Custom configurations•Best practices•Software
Enrichment
Pepperweed is an IT Infrastructure Integration Company
• HP Platinum Software partner
• Largest provider of HP Software Support
• 14 years of experience in over 2500+ implementations
• ITIL Foundation certified HP technical consultants
• 120 HP BTO software implementation/support certifications
• Cover the complete range of IT disciplineso ITAM, ITSM, ESM,
PPM, BSM, BSA
Services•Assessment•Design•Implementation•Integration•Testing•Training
Support•HP Level 1 & 2 Product Support•Expert Administration•Service Paks
People
PepperweedBTO
EvolutionSolutions
Copyright © 2010 Pepperweed Consulting.
Why is Discovery so important?
Pepperweed's Prescription for Operating a virtual/physical infrastructure
DDMa
DD
Mi
Virtu
aliz
atio
nSP
I
Server
Automation
uCM
DB
Operations
Manager
Insight Orchestration
SiteSco
pe
Service Mgr
Rel
ease
Ctrl
HP
Hardware
Non-HP
HardwareOMi
Netw
ork
Autom
ation
Each “Evolution” powered solution is packaged to…• Get you up and running fast
‒ Prebuilt integrations and configurations‒ Proven delivery steps and process
• Lower project risks‒ Bring together all of the pieces into a
single integrated architecture
• Minimize implementation & upgrade cost• Milestone driven implementation
• Drive faster organizational adoption‒ Integrated best practices and business
processes‒ Detailed training
Copyright © 2010 Pepperweed Consulting.
SM/Evolution reduces risk and cost
• Out-of-Box ITIL processes, down to work instructions– Incident Management– Problem Management– Configuration Management– Change Management
• SM7 Customizations to support best-practice processes– Preconfigured Unload files
• Documentation developed using industry standard frameworks: ITIL, ISO/IEC 20000, COBIT, BPMN, ITGI, PMI and others
• Flexible implementation scoping and delivery
• Developed by ITIL Practitioners
• 3-9 month implementation timeframes
Copyright © 2010 Pepperweed Consulting.
Questions & Answers
View all Pepperweed webinar recordings from this series at www.pepperweed.com/event-calendar.html
View all Pepperweed webinar slide decks from this series atwww.slideshare.net/Pepperweed
© 2010 Pepperweed Consulting.
Thank You For Your Participation
Pepperweed Consulting1603 Carmody CourtSewickley, PA 15143E: [email protected]: (888) 229-0145F: (412) 291-3014www.pepperweed.comhttp://twitter.com/PepperweedLLC