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

Jan Goode, Service Management Design Manager

Donna Lucas, Oracle DBA

HP Enterprise Services

HP Enterprise Services (formerly EDS): HP ServiceCenter to HP Service Manager data migration in a massive multi-tenant environment

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SPEAKER: Jan Goode, HP ES

• Design Manager for HP Enterprise Service Management Engineering

• Architect for HP EDS Service Operations Management

• 15 years experience with ServiceCenter and Service Manager

• 11 years experience with Peregrine Professional Services

• 8 years experience with Managed Service Providers

SPEAKER: Donna Lucas, HP ES

• Oracle DBA for HP Enterprise Service Management Engineering

• 7 years experience with ServiceCenter and Service Manager

• 23 years experience as a Database Administrator

• Specializes in database conversion and migrations

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HP Enterprise Services Service Management

Established, market-leading services breadth and depth

SC 6.1 Multi-tenant global deployment

3 regions – 7 instances

Vertically scaled

Sun Solaris + Oracle 10 RDBMS

Maximum users ~2000

Manages 380,000+ servers

Supports 3M+ desktops

Operates 180+ Data Centers

HP+EDS bring the industry’s broadest end-to-end IT services portfolio

#1 hardware services and infrastructure support services provider

SC 6.2.7 Multi-tenant global

deployment

3 regional instances

Three Application Servers with Load

Manager

HP UX + Oracle 10 RDBMS

All modules deployed

Average Maximum users ~1600

Max transactions/hr ~6000

9 Languages supported for customer facing screens

Service Manager 7.11

3 regional instances

Best practice ITIL workflows

Horizontally scaled applications serversWindows Platform,

Oracle 11g RAC

=

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Consolidate Global Instances

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Service Management Delivery Model

ClientApplications

andInfrastructure

ClientExperience

Portal

ClientService

ManagementSystems

GlobalServiceDesk

Service LevelReports

Self HelpCapacityReports

Data Center Services

Network Management

Workplace Services

Application Services

Service Exchange

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HP ES Standard Reference Architecture ENTERPRISE

SERVICE PORTAL

Software License Mgmt. (HP LMS)

Run Book

Automation

(HP OO)

Service

Exchange

(BizTalk)

Event Management(HP OM, HP

NNM)

HP GLOBAL DATA CENTERS

End Users

Capacity

Database

(GDCPM)

AvailabilityManagement (HP PM, HP

BAC)

INFRASTRUCTURE

RetainedWorkflow

Data Consolidation &

Normalization (EIS)

SERVERS WINTEL/DESKTOP

Client IT

NETWORK

Reporting(Bus. Objects)

NSSR (Aries/Aldea)

Bulletins (Infoboard)

PW Reset (Hitachi PM)

RDM(ISCE/ VR)

SM 7 Web Client

Self Service Ticketing, Standard Requests,Order Management

Reporting DataWarehouse

(CRDW)

MAINFRAME

IT Asset Mgmt. (HP AM)

CMDB (ESL & Redfish2)

=> uCMDB

Asset Analytics

ON SHORE

HP GLOBAL DELIVERY TEAMS

NEAR SHORE

OFF SHORE

3RD PARTY SUPPLIERS

HP ACCOUNT TEAM

Capacity Management

(HP R/PM, HP PA, HP PI)

On-boarding(MDM)

Document Relay

Service

Service Bus

Business Rules

Automation Bus (AB)

Routing

Notification

JET

SM Consoles

Client Survey

SLM(Oblicore)

Service Manager 7

Knowledge Management

Service Request Management

Problem Management

Change Management

Release Management

Incident Management

InsertClient Logo

InsertClien

t Logo

DDMi

HP CAE

SCCMDDMi OM SPIs

HP SA BAC Site Scope

HP OO RASHP NA

NNM MDL

HPPM

CA OPSMVS

Main Frame Tools

3rd

Party Workflow

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HP ES Fast Track Strategy

1 2 3 4Upgrade to SM 7.11 Deploy to Regions Migrate SRA SC Customers

Migrate LegacyCustomers

•Provide platform for go forward HP ES strategic architecture•Performed dual upgrade: SM 7.10 & SM 7.11

•Stand up ‘clean’ SM 7.11 in parallel to existing production systems

•Use Data Migration Tool to migrate existing SRA SC 6.2 customers to SM 7.11. •Initial pilot of 5 customers followed by phased migration based on complexity.

•Migrate all customers on legacy workflow tools (SC and SD) to strategic platform.•Provide Data Archiving Solution to archive customer data so legacy platforms can be switched off.

–HP ES Standard Reference Architecture (SRA) – architecture to support HP ES Outsourcing business based on HP BTO products

–HP ES currently supports two legacy environments both on ServiceCenter 6 – will converge to single Service Manager build as strategic solution

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HP ES SM 7.11 Upgrade—Upgrade Approach

– Subtitle goes here

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Why Upgrade?HP ES Benefits Tied to HP ITO FY 10 Goals– ITO Goal: Workforce Optimization and

Automation

• Template functionality for all modules

• Flexible Views

• Multi-select capability for list functions and Mass Update

• TO DO Queue

• Enhanced Page Controls

– ITO Goal: Service and Operational

Excellence

• Replace custom enhancements with Out of Box

• Extended Support Life

• KM: Improved index management, Adaptive Learning,

search within result set, Problem knowledge library

• Horizontal Scaling and Servlet Mode

• SM Application Patch Utility

• SM 7.11 quality based maintenance release

– ITO Goal: Portfolio Reinvigoration

• HP SW ITIL Best Practice enhancements

• Positioned for further BTO integrations (uCMDB,

Release Control)

• Enhanced Catalog Administration and

language/currency support

• SM 7 Approvals and Approval Delegation for

SRM available from ESS client

• Service Lifecycle Management with support for

Service CIs, Affected Services

• CI Relationship Visualization tool

• CI Attribute Management using Change

Management

• Change to Change relationships

• Additional language support

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SM7 Upgrade Approach

Minimize impact to production environment

– Support existing customers

– Minimal impact to customer facing interfaces

– Minimize risk to production environments

Architect for the future

– Position for ES future end state

– Position for HP SW BTO product integration

Retain the best from the past while leveraging the best from out of box

– Support HP EDS processes

– Leverage SM 7.11 best practices

– Carry forward delivery efficiencies

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SM7 Deployment Options– All upgrade strategies have risks and possible mitigations

– Several options were assessed and conclusion was to stand up a clean upgraded system

Migration/Reimplementation Upgrade in Situ Delta Upgrade Transition existing and new accounts to upgraded instance

Create a new production system from OOB and apply requirements

from existing capabilities

Use the upgrade utilities to create the new production

system and migrate production data in Situ

An approach to minimize downtime by performing the main upgrade offline and then

applying a delta.

Use upgrade utilities to create the new production system but standup in parallel

and transition accounts to the new instance.

Need to migrate production data – no standard utility

Can upgrade production systems in situ – upgrade tools

migrate all production data

Objective is to replace current production system with upgraded version in two step process

Creates a parallel instance during transition –customer data has to be migrated.

No migration of transaction data

No production outage but may need to swivel seat until all accounts migrated

Requires production outage during upgrade; outage

window depends on production data

Requires short production outage; major upgrade performed off line

No production outage but may need to swivel seat until all accounts migrated

Deploy on new hardware – allows upgrade of hardware

Upgrade on production hardware

Requires two additional systems to upgrade deltas Deploy on new hardware – allows upgrade of hardware or use of spare capacity

Need to support dual integration and monitoring environments

Integration environments will be upgraded (if needed) during

SM upgrade

Integration environments will be upgraded (if needed) during SM upgrade

Need to support dual integration and monitoring environments during transition

Easier to stay close to new OOB model Easier to maintain existing customization

Easier to maintain existing customization Easier to maintain existing customization

Need to create tools to migrate customer data (e.g. multiple Connect-It

scenarios) or re-onboard

Tools provided by HP SW Tools provided by HP SW but needs additional work to managed delta migration

Need to create tools to migrate customer data in phased approach

Need to maintain two systems until cutover is complete – experience is that it is difficult to migrate customer from

any legacy system

Legacy system replaced Legacy system replaced Legacy system not replaced immediately; new instance stood up and customers migrated as

stability established

Need to set up tailoring source system on same version as destination (data

stripped)

Upgrade utility will manage migration of code

Upgrade utility will manage migration of code Upgrade utility will manage migration of code

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SM Deployment Strategy Benefits

– Decision made to stand up a Service Manager production instance to allow for

phased migration approach off SC instead of a traditional in situ upgrade.

– Traditional Custom Upgrade presented too much risk to ES business and would

require too much production outage

– Minimize customer risk and exposure to extended downtime

– Ability to pilot new features and quickly react to feedback before mass customers

impacted

– Enable longer lead time for agent training to be rolled out

– Ability to incorporate lessons learned from the migration process before more

sensitive customers are migrated

– Customer migration over period of time reduces risk

SC SMDecember 2009 CUSTA, CUSTB, CUSTC

January 2010 CUSTD, CUSTE, CUSTF

March 2010 CUSTG

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SM7 Deployment Implications

– SC 6.2 and SM 7.11 systems are live in production in parallel

– Operators continue to use SC only to close tickets opened in SC

– All new tickets are opened in SM

– Maintenance of SC was reduced to critical issues only to focus

efforts on SM and to encourage quicker migration

– Management support of end of life for SC to minimize impact

to delivery teams during the cutover period

– Hardware/Capacity will be migrated to support the Service

Manager deployment and aligned with the customer migration

plans

– Companies are migrated from SC to SM in groups from least

complex to most complex

– New customers will be on-boarded onto the SM platform as the

default once the solution has been stabilized in production and

solution gaps found during the pilot phase are closed

Close tickets in SC

Use SM for all other work

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HP ES SM 7.11 Upgrade—Data Migration Tool

– Subtitle goes here

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SM7 Data Migration Design

– ServiceCenter 6.2 was the source, Service Manager 7.11 was the target

– All SC and SM tables were classified according to the type of data

– Tables and columns were compared between SC and SM to identify

• New columns

• Obsolete columns

• Data type and length differences

• Data transformations required

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SM7 Data Migration Table Classifications

Classification Definition Data Migration

Action

Examples

SYSTEM Data should already exist in the

SM 7.11 clean copy for this table

as a result of the upgrade, data

will be the same for all regions

No action required DBDICTM1, FORMATM1, INFOM1,

OBJECTM1, PROCESSM1

TRANSACTIONAL Data is related to tickets, calls,

incidents, other transactional

customer data

Initial deletion of all

rows, no action required

for migration of

individual clients

ACTIVITYM1, CM3RM1, OCMLM1,

PROBSUMMARYM1

DELIVERY Data is common across clients

and must exist for initial client

and all subsequent clients, data

will be the same for all clients

within a region

Initial migration of all

rows, no action for

individual clients

CM3GROUPSM1, COMPANYM1,

KMGROUPM1, VENDORM1

CONFIGURATION

ITEMS

Data is related to configuration

items

Populated using ESL

tools, etc.

CIRELATIONSHIPM1,

COMPUTERM1, DEVICEM1

CLIENT-SPECIFIC Data is related to a specific client Migrated for individual

clients based on client

ID

DEPTM1, LOCATIONM1,

MODELM1, OPERATORM1,

SVCCATALOGM1

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Sample SM7 Data Migration MappingSC 6.2 TABLE SC 6.2 COLUMN SC 6.2 TYPE SC 6.2 LENGTH COL DIFF TYPE DIFF LENGTH DIFF SM 7.11 TABLE SM 7.11 COLUMN SM 7.11 TYPE SM 7.11 LENGTH TRANSFORMATION

KMDOCUMENTM1 ID VARCHAR2 50 KMDOCUMENTA1 ID VARCHAR2 50

Filter where ID in (select ID from KMDOCUMENTM1 where

MS_COMPANY = '<company>') and CATEGORIES is not NULL

X X X KMDOCUMENTA1 RECORD_NUMBER NUMBER 22

KMDOCUMENTM1 CATEGORIES VARCHAR2 1000 X KMDOCUMENTA1 CATEGORIES VARCHAR2 60

Length changed from 1000 to 60 to match KMCATEGORYM1.ID,

Parse into KMDOCUMENTA1, delimited by :

KMDOCUMENTM1 ID VARCHAR2 50 KMDOCUMENTM1 ID VARCHAR2 50

KMDOCUMENTM1 TITLE VARCHAR2 255 KMDOCUMENTM1 TITLE VARCHAR2 255

KMDOCUMENTM1 SUMMARY VARCHAR2 190 KMDOCUMENTM1 SUMMARY VARCHAR2 190

KMDOCUMENTM1 DOCTYPE VARCHAR2 50 KMDOCUMENTM1 DOCTYPE VARCHAR2 50

KMDOCUMENTM1 CATEGORIES VARCHAR2 1000 X X X Parse into KMDOCUMENTA1, delimited by :

KMDOCUMENTM1 PROBLEM BLOB 4000 KMDOCUMENTM1 PROBLEM BLOB 4000

KMDOCUMENTM1 SOLUTION BLOB 4000 KMDOCUMENTM1 SOLUTION BLOB 4000

KMDOCUMENTM1 ERROR BLOB 4000 KMDOCUMENTM1 ERROR BLOB 4000

KMDOCUMENTM1 FIX BLOB 4000 KMDOCUMENTM1 FIX BLOB 4000

KMDOCUMENTM1 CAUSE BLOB 4000 KMDOCUMENTM1 CAUSE BLOB 4000

KMDOCUMENTM1 REFERENCE BLOB 4000 KMDOCUMENTM1 REFERENCE BLOB 4000

KMDOCUMENTM1 QUESTION BLOB 4000 KMDOCUMENTM1 QUESTION BLOB 4000

KMDOCUMENTM1 ANSWER BLOB 4000 KMDOCUMENTM1 ANSWER BLOB 4000

KMDOCUMENTM1 STATUS VARCHAR2 50 KMDOCUMENTM1 STATUS VARCHAR2 50

KMDOCUMENTM1 USAGE_COUNT FLOAT 22 KMDOCUMENTM1 USAGE_COUNT FLOAT 22

KMDOCUMENTM1 AUTHOR VARCHAR2 50 KMDOCUMENTM1 AUTHOR VARCHAR2 50

KMDOCUMENTM1 EXPIRATION_DATE DATE 7 KMDOCUMENTM1 EXPIRATION_DATE DATE 7

KMDOCUMENTM1 HOTNEWS CHAR 1 KMDOCUMENTM1 HOTNEWS CHAR 1

KMDOCUMENTM1 CHANGE_REQUEST_NUMBER VARCHAR2 40 KMDOCUMENTM1 CHANGE_REQUEST_NUMBER VARCHAR2 40

KMDOCUMENTM1 CREATION_DATE DATE 7 KMDOCUMENTM1 CREATION_DATE DATE 7

KMDOCUMENTM1 ID_ATTACH FLOAT 22 KMDOCUMENTM1 ID_ATTACH FLOAT 22

KMDOCUMENTM1 ASSOC_WC_DOC VARCHAR2 40 KMDOCUMENTM1 ASSOC_WC_DOC VARCHAR2 40

KMDOCUMENTM1 ASSOC_PUBLISHED_DOC VARCHAR2 40 KMDOCUMENTM1 ASSOC_PUBLISHED_DOC VARCHAR2 40

KMDOCUMENTM1 GENERATEDCATS VARCHAR2 1000 KMDOCUMENTM1 GENERATEDCATS VARCHAR2 1000

KMDOCUMENTM1 HOTNEWS_END_DATE DATE 7 KMDOCUMENTM1 HOTNEWS_END_DATE DATE 7

KMDOCUMENTM1 HOTNEWS_START_DATE DATE 7 KMDOCUMENTM1 HOTNEWS_START_DATE DATE 7

KMDOCUMENTM1 SYSMODTIME DATE 7 KMDOCUMENTM1 SYSMODTIME DATE 7

KMDOCUMENTM1 SYSMODUSER VARCHAR2 40 KMDOCUMENTM1 SYSMODUSER VARCHAR2 40

KMDOCUMENTM1 SYSMODCOUNT FLOAT 22 KMDOCUMENTM1 SYSMODCOUNT FLOAT 22

KMDOCUMENTM1 LINKS BLOB 4000 KMDOCUMENTM1 LINKS BLOB 4000

KMDOCUMENTM1 LEGACYID VARCHAR2 40 KMDOCUMENTM1 LEGACYID VARCHAR2 40

KMDOCUMENTM1 MS_MODULE_CATEGORY VARCHAR2 60 KMDOCUMENTM1 MS_MODULE_CATEGORY VARCHAR2 60

KMDOCUMENTM1 MS_MODULE_SUBCATEGORY VARCHAR2 60 KMDOCUMENTM1 MS_MODULE_SUBCATEGORY VARCHAR2 60

KMDOCUMENTM1 MS_MODULE_PRODUCT_TYPE VARCHAR2 60 KMDOCUMENTM1 MS_MODULE_PRODUCT_TYPE VARCHAR2 60

KMDOCUMENTM1 MS_MODULE_PROBLEM_TYPE VARCHAR2 60 KMDOCUMENTM1 MS_MODULE_PROBLEM_TYPE VARCHAR2 60

KMDOCUMENTM1 MS_SOURCE_MODULE_ID VARCHAR2 20 KMDOCUMENTM1 MS_SOURCE_MODULE_ID VARCHAR2 20

KMDOCUMENTM1 MS_IMPORT_DATA VARCHAR2 4000 KMDOCUMENTM1 MS_IMPORT_DATA VARCHAR2 4000

KMDOCUMENTM1 MS_IP_OWNER VARCHAR2 40 KMDOCUMENTM1 MS_IP_OWNER VARCHAR2 40

KMDOCUMENTM1 MS_COMPANY VARCHAR2 60 KMDOCUMENTM1 MS_COMPANY VARCHAR2 60 Filter where MS_COMPANY = '<company>'

KMDOCUMENTM1 MS_ORIGINAL_SYSTEM VARCHAR2 60 KMDOCUMENTM1 MS_ORIGINAL_SYSTEM VARCHAR2 60

KMDOCUMENTM1 LOCALE VARCHAR2 20 KMDOCUMENTM1 LOCALE VARCHAR2 20

X X X KMDOCUMENTM1 DVDCONDITION CHAR 1 Default = NULL

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SM7 Data Migration Phases

– Installation of clean copy of SM 7.11 containing all code and all data

common to all regions

– Adjustment of counters for regional prefixes

– Installation of Data Migration Tool

– Migration of Delivery data common to all companies within a region

– Migration of CI, Client data for base companies HP, DEFAULT, NULL

– Iterative migration of Client data for sets of companies as defined by the

regions

Sample text

Clean Copy Delivery Data CI, Client Data

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SM7 Data Migration Build

– SC 6.2 source was Oracle 10g, SM 7.11 source was Oracle 11g

– Created database link on source to access target

– Loaded table and column mappings into table on source

– Developed PL/SQL on source to perform migrations

– Selected data from source and inserted into target tables

– Generated inserts for most tables based on mappings

– Developed special handling code for transformations (e.g. single

column to array table, different keys between SC and SM)

– Developed UNIX scripts to execute and verify migrations

– Minor work had to be completed through the SM client

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Sample SM7 Data Migration Verification

MAPPING COMPANY SC SM DIFF

--------------------------------------------- -------------------- ---------- ---------- ----------

CONTACTSM1 ==> CONTACTSM1 GEFA 77 77 0

DEPTM1 ==> DEPTM1 GEFA 19 19 0

DEVICE2A1 ==> DEVICE2A1 GEFA 68 285 217

DEVICE2M1 ==> DEVICE2M1 GEFA 68 285 217

DEVICEPARENTM1 ==> DEVICEPARENTM1 GEFA 65 65 0

LOCATIONM1 ==> LOCATIONM1 GEFA 6 6 0

OPERATORA1 ==> OPERATORA1 GEFA 39 39 0

OPERATORM1 ==> OPERATORM1 GEFA 38 38 0

SLAM1 ==> SLAM1 GEFA 1 1 0

SLOM1 ==> SLOM1 GEFA 96 96 0

SVCCATALOGM1 ==> SVCCATALOGM1 GEFA 1 1 0

SVCCATALOGM1 ==> SVCDISPLAYM1 GEFA 1 1 0

SVCCATPROFILEM1 ==> SVCCATPROFILEM1 GEFA 26 26 0

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SM7 Data Migration Timings

– Most tables migrate in less than one second per company

– Delivery Data for EMEA migrated in a few minutes for 459,585 rows

– Largest tables and most complicated mappings take the most time

• contacts

• kmdocument

• svcCatalog, svcDisplay

• Template

– Operators for the EMEA HP company migrated in less than 5 minutes

• OPERATORM1 11,713 rows 262 seconds

• OPERATORA1 13,177 rows 3 seconds

• OPERATORA2 36,263 rows 4 seconds

– Set of 178 companies for EMEA migrated in 2.5 hours

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Factors for a Successful OutcomeBuy-in to upgrade approach from stakeholders

Adequate, skilled resources committed to project 6 SC/SM engineers + DB engineer

1 Infrastructure engineer

Upgrade Factory consulting for planning

Upgrade Consultant full time

Design Partners – obtain buy-in from key contributors during reconciliation

Strong partnership with HP SW Product Management and Upgrade Factory

Performed detailed impact analysis – documented and reviewed

Revision Control for all reconciliation changes

Functional Review early in upgrade cycle

Migration of custom SC 6.2 operational efficiencies to SM 7.11

Low risk approach to migrating customers to Service Manager

Regional Engineering participation in testing prior to pilot

Phased migration of customers based on complexity of workflow

Communication at all stages – to all Stakeholders

…and lots of planning!!!

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Service Manager Fast Track Status

Q4/10 +

– Deploy Data Archiving Solution using HP BTO Database Archive

– Migrate Legacy customers to SRA Service Manager

– Archive customer data prior to switching off ServiceCenter

Q3/10

– All SRA ServiceCenter customers migrated– First new customers deployed

Q2/10

Q1/10

– Service Manager stable in production– All regions in production– 200+ Customers migrated

– Deploy SM 7.11 to initial region– 5 pilot customers– Customers added in phases based on complexity

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HP ES SM 7.11 Upgrade—Questions?

– Subtitle goes here

25 ©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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