Session 2.9: Tivoli Process Managers

Marcus BooneMarket Manager

AgendaIT Challenge and IT Service Management (ITSM) Strategy

ITSM Architecture and Design

Process ManagersChange Management

Configuration Management

Release Management

Application Experts and

Tools

DatabaseExperts

and Tools

Desktop Experts

and Tools

NetworkExperts

and Tools

Server Experts

and Tools

Mainframe Experts

and Tools

Storage Experts

and Tools

IT Service Management is the Optimal Intersection of People, Process, Information and Technology

Availability Management

Change Management

Change Management

Security Management

Service Level Management

Information Lifecycle

ManagementRelease

Management

www

PeopleInterconnectedProductive

ProcessBased on Best PracticesAutomatedCustomizable

Information StandardizedFederatedSecure

TechnologyIntegratedVirtualizedRole Based

Effective and Efficient Delivery of IT Services in Support of Business Goals

Open Process Automation

Library(OPAL)

IBM Global Technology

Services

Ecosystem of System

Integrators and Business Partners

IBM Tivoli Unified Process(ITUP)

Best Practices

Change and ConfigurationManagement Database (CCMDB)

Server, Network & Device

ManagementStorage

ManagementSecurity

ManagementBusiness

ApplicationManagement

Service Delivery

& SupportService

DeploymentInformation

ManagementBusinessResilience

IT CRM & Business

Management

A Comprehensive Approach to IT Service Management

IT Service Management Platform

IT Process Management Products

IT Operational Management Products

IBM IT Service Management

AgendaIT Challenge and IT Service Management (ITSM) Strategy

ITSM Architecture and Design

Process ManagersChange Management

Configuration Management

Release Management

Data Subsystem

Discovery LibraryIntegrated User Interfaces

Process Runtime Environment & Services

IT Infrastructure, Transactions,Users, and Business Processes

Integration Adapters

Agentless DiscoveryData Federation---.--.-----.-==.=-.-

---.--.-----.-==.=-.----.--.-----.-==.=-.-

---.--.-----.-==.=-.-

Integration Modules

---.--.-----.-==.=-.-

CommonProcess monitorReporting EngineLook and FeelTask FlowConfigure policy

Configuration &Change Management

Release Management

AvailabilityManagement

Storage Management

Functional interfaces

Operational Management Products (IBM & 3rd party)

Process SpecificTasks

Process SpecificTasks

IT Service Management Architecture

CMDBReconciliationData Normalization

Process Managers

Color LegendGreen = CCMDBYellow = Process Managers

Process

Integration Module Architecture• Glue between ITSM processes

and Operational Management Products (OMPs)

• While DLAs provide data integration, IM’s provide functional integration.

• More for synchronous interactions• Two-way adapters• Can listen to and respond to

events• Implement Logical Management

Operations (LMO)

Integration Module

Tivoli Provisioning

Manager

Tivoli Configuration

Manager

Integration Module

LMO Interface

OMP 1 OMP 2

IM 1

IM 2

AgendaIT Challenge and IT Service Management (ITSM) Strategy

ITSM Architecture and Design

Process ManagersChange Management

Configuration Management

Release Management

Important Process Manager Concepts

IT SERVICES Web Hosting

IT PROCESSES Change Management

ACTIVITIES Assess Change Impact

TASKS Assess Network Impact

IT PROCESSES

ACTIVITIES ACTIVITIES ACTIVITIES

TASKS TASKS TASKS TASKS

AssessChange

Approveand

ScheduleChange

CoordinateChange

Implementation

Distributeand Install

Non-ReleaseChange

Acceptand Classify

Change

Reviewand Close Change

Change Management

Change Management Process Manager (in CCMDB)

Configuration &Relationships

CMDB

• Analyze relationships

• Deploy app

Create & SubmitRFC

Deploy Patch

Deploy OSServer

Upgrade App

Deploy AppSoftware

RFC TypeRFC Group

Activity Workflow Templates

• Analyze software pre-reqs

TCM TCM

Integration Module

Key Concepts:1. RFC Types2. CIs & Relationships3. Discovery Adapters4. Tasks5. Workflow templates6. Integration Modules

TCMDiscoveryAdapter

3

1

2

64

5

AssessChange

Approveand

ScheduleChange

CoordinateChange

Implementation

Distributeand Install

Non-ReleaseChange

Acceptand Classify

Change

Reviewand Close Change

Change ManagementChange Management – Extended for Storage

Configuration &Relationships

CMDB

• Analyze storage relationships

• Provision storage• Deploy app

Create & SubmitRFC

Request StorageStorage

Deploy Patch

Cleanup Storage

Deploy OSServer

Upgrade App

Deploy AppSoftware

RFC TypeRFC Group

Activity Workflow Templates

• Analyze unused files

TPC TPCStorage Mgmt adds:

1. New RFC Types2. New CIs & Relationships3. New Discovery Adapters4. New Tasks5. New workflow templates6. New Integration Modules

TCM

Integration Module

Integration Module

StorageDiscoveryAdapter

3

1

2

645

Storage Process Manager is the package of items in purple.

SAPOracleWAS

ServerNetworkService

Similar model for other resource types:

ITSM Interface

ITSM InterfaceWorkflow Activities

At-a-glance details

Tasks and activities by role Tabs with

additional information

Process Managers allow easy process modification

Simple Portal UI to modify the flows directly in the Process Managers

Add, edit, delete, reorder tasks

Easy to modify flow and save as new templates (no programming needed)

Leverages library of implemented task types

Enhancing Change Management at Each Step

Change Management ProcessChange Management Process

Accept & classify change

Assess change

Approve & schedule change

Coordinate change implementation

Distribute & install non-

release change

Review & close

change

Different workflows for

different change types encourages

process adherence

Improved collaboration &

visibility into relationships

leads to better decision making

Maintain visibility into

pending changes that

effect IT infrastructure

View and verify what changes

are made to the infrastructure

Integrate with OMPs or Release Process

Manager to automate tasks

Manage policy windows in

TAMOS to limit unauthorized

changes

Future OMP Integration

AgendaIT Challenge and IT Service Management (ITSM) Strategy

ITSM Architecture and Design

Process ManagersChange Management

Configuration Management

Release Management

Working With Data In the CMDBConfiguration Management provides several

ways to access and visualize the CMDB data through the CCMDB UI

Capabilities includeSearchingViewingGraphical TopologyReporting

Claims Processing Application

Topology and CI details for Configuration Management

Identify configuration changes1) Select change history window to identify changed components in any application

1) Select change history window to identify changed components in any application

2) Changed CIs are easily identified

2) Changed CIs are easily identified

3) View detailed history of the changes by attribute

3) View detailed history of the changes by attribute

Audit Configuration Items via Comparison

Enables easy comparison of like CIs to a ‘master’ copy

Enables easy comparison of like CIs to a ‘master’ copy

Dissimilar attribute values are highlighted

Dissimilar attribute values are highlighted

Reporting – Predefined reportsPredefined Reports

Configuration Management – Inventory & Asset RelatedChange Management – RFC reportRelease Management – Process metrics

AgendaIT Challenge and IT Service Management (ITSM) Strategy

ITSM Architecture and Design

Process ManagersChange Management

Configuration Management

Release Management

What is a release?ITIL Definition: A release is a collection of related authorized changes

to an IT service which are tested and introduced into the live environment together

From an ITRPM perspective, a release is also an instance of a given process chosen to perform the changes. It also contains all thehistory of the tasks, approvals, documents, details in general that are necessary to implement the changes

Process Templates• Patch • Upgrade Application Version• Upgrade OS Version

RFCs

Release xyz

Release Management Process

Release Management Process:Ability to plan and oversee the successful roll-out of new and changed software and associated hardware, including documentation.

Large rolloutsRollouts of related sets of changesImplements approved changesEnsures success of distributed software and hardware deployments

Release Management Process Solution

ProcessAutomation

Release Management Process: Best Practices Process for process auditing and task coordination

Quickly Leverage Best Practices ProcessReduce latency, improved coordinationRepeateable and automated actions will reduce release errorsImprove capacity to handle more releases with fewer business interuptions

TaskAutomation

•Create Software Package

• OS• Patches• Middleware• Applications

•Prepare for network, storage and other configuration changes

•Provision test systems with clean software stack•Deploy new release to test systems

•Deploy Software Package•Execute pre-install configuration changes•Install software•Reboot machines•Assign IP Address

Configuration ManagerConfiguration Manager

Benefits of Tivoli’s Release Management Solution

• Integrated and automated processes more effectively manage the review, approval, and deployment of approved IT releases

• CIOs can ensure that customer service level expectations are met.

• Increase the productivity of personnel responsible for managing and deploying approved releases, by:

Reducing cycle time required the deploy changes and releases. Improving service quality due to a greater success rate of releases and reduced business disruption.Improving ability of organization to handle large numbers of changes within Releases.

Thank You

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