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WWRUG13 Presentation ITSM/ITAM Success Starts with Good CMDB Data
 

WWRUG13 Presentation ITSM/ITAM Success Starts with Good CMDB Data

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Presented at WWRUG13 by David Sevino (CTO, Column Technologies), Dan Benveniste (CSO, Blazent), and Kathy Cluff (Sr. ITSM Consultant)

Presented at WWRUG13 by David Sevino (CTO, Column Technologies), Dan Benveniste (CSO, Blazent), and Kathy Cluff (Sr. ITSM Consultant)

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WWRUG13 Presentation ITSM/ITAM Success Starts with Good CMDB Data WWRUG13 Presentation ITSM/ITAM Success Starts with Good CMDB Data Presentation Transcript

  • ITSM/ITAM Success Starts with Good CMDB Data David Savino Chief Technology Officer Column Technologies Dan Benveniste Chief Strategy Officer Blazent Kathy Cluff Sr. ITSM Consultant Working with Blazent Formerly with Fiserv
  • Agenda Key Drivers for CMDB Adoption Factors that Complicate CMDB Success Objectives for CMDB Data Quality Customer Observations from Column Technologies Blazent CMDB Accuracy Solution for BMC Add’l Customer Perspective from Kathy Cluff about Key Drivers of CMDB Success © 2013 WWRUG Canada Inc. All Rights Reserved 2
  • Factors that Drive CMDB Justification & Adoption Service Impact requirements - Incident – triage (priority, assignment, categorization) - Problem – root cause, correlation, resolution - Change – impact prediction, approvals, audit - Service Model – relevant dependencies IT Asset Management objectives - Financial data, ownership and cost management - Asset Tracking and lifecycle management License Management (consumption and harvesting) Contract Management (warranties, leases, support) Compliance and Standardization © 2013 WWRUG Canada Inc. All Rights Reserved 3
  • Factors that “Complicate” CMDB Operations / Success See previous slide… Multiple / Competing objectives for CMDB result in: - Increase in scope - Increase in data providers - Increase in operational effort - Increase in CMDB data volume - Decrease in CMDB performance - Decrease in CMDB data accuracy - Field contention issues (field data meaning/intended use) (A uniformly understood definition for each data element is required) © 2013 WWRUG Canada Inc. All Rights Reserved 4
  • Customer Observations on Achieving CMDB Wins Limit scope - Focus on key services, not all services - Reduce manual work, eliminate non-essential manual tasks - Recognize the limits of automation Prioritize CMDB Objectives - Identify the data consumers - Is this primarily an ITAM or CMDB solution? - Are financial data requirements forcing structural changes? - Is there business/process value in each class tracked? - Is there value in each attribute tracked? - Is there value in each relationship tracked? Prioritize “Managed” Data According to Objectives (the level at which data is tracked should correspond to the level which the CI is managed) © 2013 WWRUG Canada Inc. All Rights Reserved 5
  • Data Quality Objectives Increase accuracy and confidence in CMDB data - Apply automation, subject to continual review (trust, but verify) - Add more data sources  Assign confidence level to each source, down to field level  Reconcile high priority fields across several sources  Correct data inconsistencies at the source  Allow data consumers to report data quality issues  Federate highly technical data when practical  Make data source owners responsible for data quality - Give process owners optics into data inconsistencies - Require (batch) approval for data corrections (audit) - Map data quality as a percentage over time © 2013 WWRUG Canada Inc. All Rights Reserved 6
  • Relationships – Giving Shape to a Service “Serious relationships are hard work.” - Anonymous Relationships differentiate a CMDB from an Asset Repository Prioritize relationships according to the importance of what they tell you Discovery uncovers more relationships than you can manage. Make sure you can filter them or “teach” your discovery tool which ones matter Is it an impact relationship, or not? Service to App relationships are generally manual, while App to Server relationships can be discovered Periodic relationships (interfaces) are difficult to auto-discover © 2013 WWRUG Canada Inc. All Rights Reserved 7
  • Customer Conclusions CMDB deployments should be planned as a series of smaller, related releases, each with finite objectives Data Quality drives CMDB effectiveness Additional data sources increase Data Quality Leverage existing data sources where possible, and make data owners responsible for data quality Audit data changes - often a process/compliance requirement Provide business justification for tracking each CMDB class, attribute, and relationship Establishing reconciliation across data sources is a time intensive activity; look for ways to add automate here Effective service maps require accurate impact relationships, so prioritize relationships and manage scope accordingly © 2013 WWRUG Canada Inc. All Rights Reserved 8
  • CMDB Accuracy Solution for BMC © 2013 WWRUG Canada Inc. All Rights Reserved 9
  • About Blazent Blazent is the world’s most widely-used IT Data Integrity Engine Built on patented algorithms, Blazent’s cloud-based engine aggregates, reconciles and consolidates IT data to guarantee continuous accuracy IT Data Quality Experts -12 Years and Running CIO Solutions & Enterprise Analytics IT Outsourcing Solutions • 100’s of Fortune 500 engagements • Global Partners bring our solutions to market include IBM, CSC and others. IT Service Mgmt Solutions 10 © 2013 WWRUG Canada Inc. All Rights Reserved 10 10
  • Blazent CMDB Accuracy Solution for BMC Blazent partnered with Column Technologies to develop a robust CMDB Accuracy Solution that is specifically designed for BMC customers • Seamlessly populate BMC Atrium CMDB data • Validate & audit existing CMDB data for ongoing integrity • Address root causes of data quality gaps in tool sets • Robust integration with BMC Remedy workflow • Service requests routed to appropriate process for quick resolution © 2013 WWRUG Canada Inc. All Rights Reserved 11
  • Solution is Powered by Blazent’s IT Data Integrity Engine Automates the Creation & Update of CMDB Data Used to Make Crucial IT Decisions Audits Completeness & Coverage of Critical IT Systems Used to Manage the Enterprise Automates the Collection of Data Sources from Diverse Tools & Repositories to Form a Complete Data Set © 2013 WWRUG Canada Inc. All Rights Reserved 12
  • Blazent Data Quality for Missing CIs • Use to initially populate CMDB with all CIs on the network • Ensure Ongoing CMDB accuracy with continuous auditing • Seamlessly initiate corrections that flow directly into BMC Remedy workflow • All dashboard sections offer drilldown capability for additional CI details © 2013 WWRUG Canada Inc. All Rights Reserved 13
  • Blazent Data Quality for Data Conflicts & Missing Values • Leveraging 3 unique dashboards, audit your BMC Atrium data against variety of other data sources to highlight data conflicts by type, class or location • Identify missing & null values across multiple data fields • Audit accuracy of underlying electronic monitoring tools to address root causes of data conflicts. • Seamlessly initiate corrections that flow into BMC Remedy workflow © 2013 WWRUG Canada Inc. All Rights Reserved 14
  • Add’l Customer Perspective from Kathy Cluff CMDB Can & Should Be Used to Support Many Business Objectives Doing so introduces complexity Executive Sponsorship is Critical to Success & Not a One-Time Event Reminders & incremental progress reports that articulate business value are essential to ongoing support and funding Limit Scope Only to Key Business Objectives Don’t engage in anything that is unnecessary or unjustified Automation is Key to CMDB Success It’s not good enough to think your data is accurate, you have to prove it’s accurate. CMDB data integrity must repeatable & ongoing CMS & CMDB - When to Use Which & Right Audience for Each © 2013 WWRUG Canada Inc. All Rights Reserved 15
  • Questions/Discussions Questions? Solution Demonstrations Blazent Booth #4 in Technology Showcase Hall © 2013 WWRUG Canada Inc. All Rights Reserved 16