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CMDB as a Corporate Asset
 

CMDB as a Corporate Asset

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CMDB Presentation from keynote at ITSMF Pittsburgh Local Interest Group. ...

CMDB Presentation from keynote at ITSMF Pittsburgh Local Interest Group.

Topic: CMDB as a Corporate Asset

Presenter: Abbas Haider Ali, VP Product Strategy at Managed Objects

Agenda:
* CMDB 101 - What is it, What ins't it, and Why should you care about having one?
* Selecting what goes with your CMDB asset management, performance management, discovery data, IT management
* Monolithic vs. Disctributed CMDBs - One to rule them all?
* Practical guide to implementing a CMDB (customer case studies)
* Use cases and ROI realized
* Whiteboard / Discussion with audience suggestions on CMDB topics

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    CMDB as a Corporate Asset CMDB as a Corporate Asset Presentation Transcript

    • Transforming the CMDB into a Corporate Asset Abbas Haider Ali, VP Product Strategy October 2nd 2008 managedobjects.com TM ©2008 Managed Objects, Inc. All rights reserved. The Business Service Management Company
    • Agenda Introduction CMDB 101 – What is a CMDB (v2 and v3) – D I really need a CMDB? Wh t’ i it f me? Do ll d What’s in for ? – How to spot a real CMDB vs. a knock-off Planning for a CMDB – Strategy – People – Data – Process – Adoption – Where other CMDB projects have failed Monolithic vs. Distributed CMDBs Practical guide to implementing a CMDB Use cases and ROI realized Discussion topics managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Introduction – Who is this Abbas guy? Pronounced Hay-der A-lee. Common errors: Hater-All, Hi-deer A-lie, Hader-all, or of course the popular, Ha-<mumble> managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • What is a CMDB ? – ITIL v2: “A database that contains all relevant details of each CI and details of the important relationships between CIs.” – ITIL v3: “A database used to store Configuration Records throughout their Lifecycle. The Configuration Management System maintains one or more CMDBs, and each CMDB stores Attributes of CIs, and Relationships with other CIs.” managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Seriously…. What is a CMDB? It depends... Source of truth Encyclopedia for IT, and services it offers DNA map of IT environment Decision support tool Self-service application for IT knowledge …. Use U case(s) ( ) managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Do I really need a CMDB? How up-do-date are the Visio diagrams on your walls? How many p p are involved in SWAT meetings for P1 issues? y people g Do many of your planned changes result have unexpected impacts? How well do you know the relationships between IT infrastructure elements and IT / Business services Do you spend a lot of time generating reports from different systems and stitching them together? How effectively can you verify that IT services meet design/regulatory standards? e.g. DR, license usage ratios, etc. Are you concerned about impact of rapidly changing technology in your environment? Virtualization, Green IT, <insert buzzword here> managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • How to spot a knock-off CMDB Requires a homogenous environment for integration – Vendor lock-in anyone? y Configuration management system by day, CMDB by night – Not an unusual claim from element configuration management systems Only supports Extract Transform Load to populate a CMDB Extract-Transform-Load – Someone quickly inherits data entry as a 2nd job Inflexible schema – Don’t get talked out of having information you need in your CMDB – It’s Don t It s your asset! Limited Federation capabilities – Data sources WILL evolve over time; CMDB must be able to do the same Belief that the CMDB is just a big database – It’s not. It’s an application. managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Poll & Discussion Who has an operational CMDB (even if you don’t call it that) ? Are you happy with your CMDB? Why? Who’s looking at a CMDB right now? Why? What is the root of your CMDB? – Service Desk? – Asset / Inventory? – Discovery? – Application dependency mapping? managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Planning for a CMDB – Strategy Have a clearly defined objective – No definition = No recognizable value – Select specific metrics wherever possible Prioritize services for initial phase – Don’t try to tackle everything at once Identify t k h ld Id tif stakeholders / scope of users of CMDB f f Keep an eye on what you want to CMDB to support in the future – Service oriented monitoring – Service Catalog – Automated impact analysis Examples (good and bad): – Minimize impact of changes to top 5 business apps – Merge asset management, application discovery data into single database – Reduce MTTR by capturing multi-system and tribal knowledge into broadly accessible application managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Planning for a CMDB – People Project team / Owners – Executive sponsor – Project manager / Product manager – Relationship manager – CMDB admin • Not a DBA More like an application architect DBA. architect. Data providers / Contributors – Select just enough data to meet the requirements – Choose SMEs who know both front and back end of selected data sources Users / Consumers – Identify the parties who MUST be able to use the CMDB for strategy/objectives to become reality – Clearly note the backgrounds, skills, time available, etc. for user community • Critical to selecting a CMDB interface managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Planning for a CMDB - Data Keep objectives in mind and select minimum amount of data for persistence in CMDB, rest should be federated Build CI and CI attributes layout – Physical configuration Internet Customer – Location Ordering System – OS version and patches – Next planned change Take Orders Product Availability – Trouble tickets Build CI relationship layout Create an Credit Card – Physical Verify Credit Account Processing – Logical – Business services and processes Identify requirements for CI state – Performance availability, … Performance, availability managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Planning for a CMDB - Data Governance – Reconciliation rules – Which relationships should be prioritized Use layouts to identify data sources Test integrations early Record currency information for each source – How frequently is this data updated? Identify gaps – Need discovery, or is asset database complete? – Application dependency mapping? managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Planning for a CMDB - Process Review objectives and identify processes that benefit from interaction with CMDB Incident Mgmt Availability Service Problem Mgmt CMDB Service Level Mgmt Service Support Change Mgmt Capacity Mgmt Delivery Release M t R l Mgmt Continuity Mgmt C ti it M t Configuration Mgmt Financial Mgmt For CMDB value to be recognized, existing processes have to change – Deployment of new apps/services – Analysis of scheduled changes – Usage / configuration of monitoring systems CMDB itself should be subject to a review process on a regular basis Don’t let process become a barrier to getting started managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Planning for a CMDB – Adoption Most challenging, and most overlooked part of most CMDB projects How is the casual CMDB user going to interact with it? – Avoid software installation as much as possible Allow everyone to contribute – Comments, point out errors, inconsistencies, missing information – Mechanical Turk model Identify mavens in each community of CMDB users Examine company culture, risk, regulatory issues and select editing model for CMDB – Wikipedia like or strict governance/process Wikipedia-like Record all successes and share with CMDB user community – Start a blog or newsletter – S Success b d success breeds managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Planning for a CMDB – Why CMDB Projects Fail Not uncommon to hear about 2nd or even 3rd attempts at CMDB No clear objective j – Field of CIs approach: “If we build it, they will come” Too broad, too deep, or both Poorly defined roles and responsibilities Bad data Inaccessible – only a handful of people know how to use it Doesn’t stay current managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Monolithic vs. Distributed CMDBs Always tempting to grab all data from integrated data sources and store them in a giant database, just in case – Far more susceptible to problems as underlying systems change or get replaced – Much higher cost to architect, store, and operate – Inflexible and hard to adapt to changing environment If CMDB usage become pervasive, expect an ecosystem to develop Master CMS CMDB Server Network CMDB Team Team CA HP Service Asset EMC HP Service Asset Data Sources MOM Unicenter Desk Mgmt Smarts Alterpoint Desk Mgmt managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Monolithic vs. Distributed CMDBs Specialized CMDBs can be used by individual IT silos, business units, application teams Top level CMS can unify key information in support of a larger CMDB strategy Federation shouldn’t be limited to traditional CMDB data sources – must be able to link to other CMDBs • Need to consider multi-vendor federation between different CMDBs managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Practical Guide – Selecting a CMDB Well executed planning stage should result in a clear list of must- have features Federation Synchronization Reconciliation Vi Visualization / E li ti Ease of U f Use Interoperability managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Selecting a CMDB – Detailed Features managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Practical Guide – Selecting a Partner Don’t reinvent the wheel Review experience p – Should have worked with CMDB software and integration points as well Ask for references In most cases CMDB vendors have services business Usual suspects in systems integrator space – IBM – Accenture A t – CSC – … managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Partner Example – Managed Objects Target Audience Strategy and Planning Objectives Measures for Success Identify Services Specify Requirements CMDB High Level Design CMDB Depth CMDB Technology Select Technologies Automating Technology Build Construction and Train Deployment Document & Turnover ocu e t u o e Communicate Value Ongoing Value / Improvement Plan Improvement managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Partner Example – Managed Objects Define Benefits Strategy/ Planning Create General CMDB Vision CMDB Project Kickoff Counsel Team Definition and Measures Workshop of Success Requirements s Specify Define Define Service Define CI levels Design IT High Level Define CI Define CI Governance Catalog IT Service Service Model CMDB Design Relationships Attributes Requirements Requirements Model Blueprint Technologies Select Select Select Select CMDB Technology for Technology for Technology Population Auditing Training for Install CMDB CMDB uction and Technology Technology loyment Constru Depl Create CI Construct Populate Automate Train the CMDB Documentation Production Lifecycle Mgmt The CMDB CMDB The CMDB CM team Transfer Ready CMDB Process nt Ongoing Value Improvemen Implement Continuous Construction Documentation Svc Improvement Specify Measures and of CMDB Test Transfer & Plan Requirements Metrics Modifications User Training managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Case Study of Financial Services - Overview Challenges – Identify and resolve problems faster y p – Complex problems, cross domains – hard to get to root cause – Poor communication with the business units Data sources identified for CMDB project – Combination of commercial management tools and 15+ internal databases CMDB vital statistics – Greater than 2 million CIs – More than 4 million CI relationships managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Case Study of Financial Services - Benefits Express dependencies quickly and clearly – for Outages, Break Fix Activities, Maintenance – e.g. list all hosts for a telco switch, all users for a SAN Maintenance Interactions – e.g. identify common components between a SAN upgrade and a Switch upgrade. Avoid un-expected interactions during multiple changes. Diversity and Bucketing – o e.g. take a business flow and prove that their A and B side are diverse and have no single points of failure. Concentration Risk – e.g. report on number of critical apps that are dependent on server X or Y. Infrastructure Domain Failures – e.g. Construct and test theories around processes geography Identify d di t d Id tif dedicated servers that have cross-BU d th t h BU dependencies d i Enable targeted infrastructure refresh – e.g. identify non-standard versions of infrastructure and order by number and criticality of systems dependent on them Provide information to help manage risk them. around upgrade plans. managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Case Study of Insurance Carrier – Overview Challenges – Better understand planned and unplanned changes p p g – Enforce process adherence – Changes frequently had unintended consequences; required multiple attempts to complete – 60% of incidents resulted from planned changes Data sources identified for project – Discovery solution (g y (general and server specific) p ) – Internally developed asset management system – Service desk CMDB vital statistics managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Case Study of Insurance Carrier – Benefits Real-time visibility to planned and unplanned changes Clearly understand impact of proposed changes y p p p g Lower risk – fewer outages Superior, always current documentation Reduced MTTR Much lower % of incidents with planned changes as root cause Availability of additional statistics to drive analytics for IT executive reporting ti ti managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Measuring ROI Refer back to the original metrics identified during planning – MTTR reduction / shorter outages g – Mean Time Between Outages (MTBO) increase – Increase in successful change tickets – Less total tickets – Shorter maintenance windows – Increased availability for critical services – Reduction in software licenses – Cost reductions from increased DC density or server consolidation Softer metrics also count – Process improvement – Increased productivity – Shift from reactive to proactive operations • Strategic projects vs. fixing broken things vs managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • CMDB Project Team’s Work is Never Done Operational Efficiency Services Users Business Effectiveness managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Q&A managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Additional Resources CIO.com: Managed Objects Adds 'Facebook' Twist to CMDB ITSMWatch.com: 10 Tips for a Successful CMDB Project p j GRIDtoday: Virtual Management, Virtual Mess Data Center Journal: Myths of the CMDB Computerworld: How Much Is 'Just Enough for a CMDB? Just Enough' Managed Objects Blog - BSM Communique managedobjects.com ©2008 Managed Objects, Inc. All rights reserved.
    • Transforming the CMDB into a Corporate Asset Abbas Haider Ali, VP Product Strategy October 2nd 2008 managedobjects.com TM ©2008 Managed Objects, Inc. All rights reserved. The Business Service Management Company