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© 2014 ServiceNow All Rights Reserved 1
The Service Aware CMDB
What is it, why its important, and how to successfully build it
Ariel Gordon
VP-‐Products ServiceNow
© 2014 ServiceNow All Rights Reserved 2
Introducing Ariel Gordon …
• VP Product Management in Service Now
• Co-‐Founder & VP Products at Neebula • CTO of BMC SoMware
• VP R&D, CTO of New Dimension SoMware
© 2014 ServiceNow All Rights Reserved 3
Agenda
• What is a “Service-‐Aware” CMDB?
• What is the Value of Service Models?
• Why Most ImplementaTons Fail … and a Path to Success in CreaTng a “Service-‐Aware” CMDB
© 2014 ServiceNow All Rights Reserved 4
What are Service Models?
ITIL A Service Model is a hierarchical model of the services, assets and the infrastructure created by recording the relaTonships in the CMDB between configuraTon items.
© 2014 ServiceNow All Rights Reserved 5
What is a “Service-‐Aware” CMDB?
A ConfiguraTon Management Data Base that maintains a near-‐real-‐Tme view, of hierarchical relaTonships among the components in IT service configuraTons. With the following capabiliTes:
• IntegraTon and FederaTon -‐ Obtaining informaTon from many sources (MDR’s) & linking to informaTon in other MDR’s – ReconciliaTon -‐ Normalize data and combining it from many sources – Business Service Modeling and VisualizaTon -‐ creaTng and visualize service models – SynchronizaTon -‐ Synchronizing with internal process such as change
• •
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Problem of business services management gap
Servers Apollo server fell down ApplicaGons "The response exceeded SQL” Storage “We lack space on the LUN ” VirtualizaGon upgrading the hypervisor Cloud "SSL cerTficate" problem Network "VLAN decreased performance"
Computer Center Director of CompuGng Infrastructure
Sales "Can not send" email Support "Our support site is not working" Finance "You can make quarterly reports" Human resources "You can not pay salaries” ProducGon “Unable to locate parts warehouse” Management "Do I have a backup system orders"
Services to business Good and available Service Gap
Which components support service?
What service does not work?
What is the importance of service?
What should I fix first?
Is the infrastructure will change my service?
© 2014 ServiceNow All Rights Reserved 7
SoluGon by modeling business services
Servers Apollo server fell down ApplicaGons "The response exceeded SQL” Storage “We lack space on the LUN ” VirtualizaGon upgrading the hypervisor Cloud "SSL cerTficate" problem Network "VLAN decreased performance"
Computer Center Director of CompuGng Infrastructure
Sales "Can not send" email Support "Our support site is not working" Finance "You can make quarterly reports" Human resources "You can not pay salaries” ProducGon “Unable to locate parts warehouse” Management "Do I have a backup system orders"
Services to business Good and available Service Gap
Service Aware CMDB
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IT ConfiguraGon Management evoluGon
CMDB Service Aware CMDB
CMDB
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DB
Servers
Storage
Network device
Infra Apps
Switch 1 Switch 2 Switch 3 Switch 4 Switch 5 Switch 6 Switch 7 Switch 8
IIS Apache Tomcat Web Logic IIS 2 IIS 3 Biztalk XYZ
SQL1 SQL 2 Oracle1 Oracle2 SQL3 SQL4 SQL5 SQL6
UNIX 1 UNIX2 Lin 1 Lin 2 WinSRV1 WinSRV2 VM1 ESX
Storage 1 Storage 2 Storage 3 Storage 4
• Model physical component of the service: • Server configuraTon • Installed SW • Memory • Etc.
• Model logical component of the service (soM data): • Server Owner • Server criTcality • Project • Etc.
CMDB Cataloging the IT infrastructure “jungle”
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Switch 1 Switch 2 Switch 3 Switch 4 Switch 5 Switch 6 Switch 7 Switch 8
IIS Apache Tomcat Web Logic IIS 2 IIS 3 Biztalk XYZ
SQL1 SQL 2 Oracle1 Oracl2 SQL3 SQL4 SQL5 SQL6
UNIX 1 UNIX2 Lin 1 Lin 2 WinSRV1 WinSRV2 VM1 ESX
Topological model showing the services provided CMDB
WH Service
Storage 1 Storage 2 Storage 3 Storage 4
Meta Data
Owner Revenue Users
DB
Servers
Storage
Network device
Infra Apps
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What is the Value of “Service Models”? What is the Value of “Service Models”?
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Service Maps are Important … Illuminate How IT Affects the Business
Valuable to following ITIL processes … – Incident & Problem – Change & Release – Availability Management – Business ConTnuity – Compliance – Vulnerability Assessment – Data Center MigraTon
• Incident & Problem Management – Radically improve recovery speed (MTTR) – the main target of Incident management • EscalaTon of Incidents and Problems to the correct owner • Rapid problem isolaTon based on topology • Clear view of a CIs impact SLAs and OLAs
• Change Management – More agile change management process – understand impact of CI on a service
– ReducTon of incidents that originate from change – understand the risk of change
– Faster isolaTon of incident due to changes – complete history
Sales Support Management ProducGon
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Service models and Availability Management Business Context Required when Responding to Events
• NOC Operator Expected … – To handle 1000’s of crypTc events – Understand the impact on 100’s of services – Understand the correlaTon to customers’ service complaints
• And make these decisions within minutes to reduce MTTR
© 2014 ServiceNow All Rights Reserved 14
Plaporm
ApplicaTon
Service
Network
Storage
Host Server
Virtual Server
How Service Models Used for Event Management
Account to Account Form Checking
Funds Transfer
InternaGonal
WebSphere Web Logic MQ SwiY
SUN
SwiY
AIX
Router1
SAN1
VM1 VM2 VM3
ESX1 ESX2 ESX3
© 2014 ServiceNow All Rights Reserved 15
Plaporm
ApplicaTon
Service
Network
Storage
Host Server
Virtual Server
How Service Models Used for Event Management
Account to Account Form Checking
Funds Transfer
InternaGonal
WebSphere Web Logic MQ SwiY
SUN
SwiY
AIX
Router1
SAN1
VM1 VM2 VM3
ESX1 ESX2 ESX3
© 2014 ServiceNow All Rights Reserved 16
Plaporm
ApplicaTon
Service
Network
Storage
Host Server
Virtual Server
How Service Models Used for Event Management
Account to Account Form Checking
Funds Transfer
InternaGonal
WebSphere Web Logic MQ SwiY
SUN
SwiY
AIX
Router1
SAN1
VM1 VM2 VM3
ESX1 ESX2 ESX3
© 2014 ServiceNow All Rights Reserved 17
Plaporm
ApplicaTon
Service
Network
Storage
Host Server
Virtual Server
How the Model is Used for Event Impact
Account to Account Form Checking
Funds Transfer
InternaGonal
WebSphere Web Logic MQ SwiY
SUN
SwiY
AIX
Router1
SAN1
VM1 VM2 VM3
ESX1 ESX2 ESX3
© 2014 ServiceNow All Rights Reserved 18 18
Why Many ImplementaGons Fail… and a Path to Success in CreaGng a “Service-‐Aware” CMDB
© 2014 ServiceNow All Rights Reserved 19
Reasons why ImplementaGons Fail Today
• Service Modeling Use Cases are too Broad
• Lack of Management Commitment
• Other Project management issues
• Projects Take too Long to Show Value • Lack of Service Model AutomaTon Delays Results
• Accuracy of Service Models Lost Over Time
© 2014 ServiceNow All Rights Reserved 20
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The Manual Approach … Simple? • Benefits – Requires no tools (Visio) – Enables implementaTon of CMDB and BSM – Forces implementaTon of processes – Forces a common language between the teams – Works well in a small organizaTon
• Challenges – The model of each applicaTon is defined by the applicaTon owner – Populated into a CMDB and into the event impact tools – Maintenance -‐ model must be updated every Tme a change occurs
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The Enemy is Change and in parGcular
• Un-‐reviewed ad-‐hoc changes
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ADM tools for service model building
Infrastructure Discovery By Domain Application Dependency Mapping
Load Balancers
Web Servers
App Servers
Databases
Virtual Servers
Servers
Load Balancers
Web Servers
App Servers
Databases
Virtual Servers
Servers
ADDM Discovery
“Bottom-Up” Discovery
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Total 14 days
Build Model
Gather informaTon from applicaTon owner
Discover all applicaTons, the infrastructure that supports them, and
their interconnecTons
“Bo_oms-‐Up” manual Service Modeling Approach Using ADM Tools
Build Model
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Use of APM TransacGon Management Tools
Not a viable soluTon … can be used only for selected applicaTons
• Benefits – Top-‐Down approach: Define criTcal transacTons
– On-‐Going -‐ AutomaTcally updated based on transacTons
• Challenges – Coverage: only a small subset is modeled – Cannot be used to map everything – IntegraTon to CMDB and other tools limited – Usually agent based
© 2014 ServiceNow All Rights Reserved 26
Why “Service Models” are not Common?
• ADM tools do not map real service dependencies
• Building manually takes a long Tme and, due to pace of change, model is most-‐likely outdated.
• Projects take to long to show value and are scraped
• Environment changes rapidly
Using CMDB Tools modeling tools is a Sisyphean Task
Real-‐Tme changes in dynamic
environments
Lack of applicaTon knowledge
Undocumented changes
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A new approach to service modeling
• Only needs service entry point • Updated in real Tme • Cross-‐technology • Extensive vendor knowledgebase • Easy creaTon of new paqerns • Built for virtualized environments • Agentless
Vertical Discovery Across Domains
End-to-End Service Maps Top Down Approach
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The difference between ADM tools and Top Down modelling
Infrastructure Discovery By Domain Application Dependency Mapping
Load Balancers
Web Servers
App Servers
Databases
Virtual Servers
Servers
Load Balancers
Web Servers
App Servers
Databases
Virtual Servers
Servers
Service Dependency Mapping
Load Balancers
Web Servers
App Servers
Databases
Virtual Servers
Servers
ADM Tools Top Down mapping tools +
“Bottom-Up” Discovery “Top-Down” Discovery
© 2014 ServiceNow All Rights Reserved 29
© 2014 ServiceNow All Rights Reserved 30
ConfiguraGon Items
Infrastructure Discovery & Mapping
ADM Tool
Enable benefits of true Service Management
Leverage exisGng CMDB investments
Automate and accelerate Service Modeling
Feed Service Models into CMDB
Service Models updated in real Gme as changes occur
Track changes in dynamic virtualized environments
CreaGng a Real-‐Time Service CMDB
Service Model
Service Modeling & Mapping
Payroll E-Banking
Top Down Mapping
CMDB
CMDB API
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Proven Customer Value – Expected Value
Product Service Mapping Standard Apps
Service Mapping Proprietary Apps
Total # Days per 80 services
Project Length with 2 FTEs
Top Down Discovery tool
1 work day 2 work days 120 3 months
Discovery + Manual Mapping
8 work days 14 work days 960 2 years
ReducTon in Tme for service modeling projects
Time savings when resolving criTcal IT problems
Increase labor producTvity – assign to more criTcal tasks
ReducTon in change-‐related incidents
© 2014 ServiceNow All Rights Reserved 32
Thank You!