Ongoing Implementation of a               Configuration M               C fi     ti Management  t                     Syst...
About ITSM Academy         Accredited Education                                                                          ...
The Challenge - Managing Complexity        IT Honeymoon Period                     IT Reality Period    O’Donnell, G., & C...
The Take Away – What I want you to know• How to bridge the complexity gap   – How do CMDBs support a CMS   – What VALUE co...
The Tools – IT Service Management (ITSM) SKMS - Service Knowledge Management System                       Knowledge       ...
The Goal - Knowledge       “It’s not what you know that gets you in trouble.       It’s what you know that ain’t so.” – Yo...
The Focus - Business Value• More business opportunities through improved security   –V l     Vulnerability management     ...
The CMDBs – Where did we start• Enterprise Architecture Repository   –M Manual d t source             l data   – Relates a...
The CMS – Context of service from end to end
The CMS – A business service
The CMS - Breaking it down
The CMS – Related Vulnerabilities
The CMS – Related Changes
The CMS – Network Firewall Rule Request
The CMS - Tracking and approving firewall rules
The CMS – Desktop Variance Request
The SKMS – Vulnerability Analytics
The SKMS – Measuring Availability
The Present – Add capability• Add discovered data sources   –P t     Proteus   – Active Directory   – MAC and ARP Tables• ...
The Future - Improvements• Add Links to the Definitive Media Library – Source Control• Track financial and timesheet infor...
The Point – Overcome the gap                      SKMS         CMDB   CMS
Questions            Thane.price@inl.gov
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Ongoing Implementation of a Configuration Management System (CMS)

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Thane Price, Idaho National Laboratory

Whether they realize it or not, most organizations have many CMDBs. Getting all of the CMDBs integrated together into the larger picture of a Configuration Management System (CMS) and ultimately a Service Knowledge Management System (SKMS) is a major undertaking. The Idaho National Laboratory has embarked on this journey. In the presentation INL will demonstrate the lessons learned in building CMDB, CMS and SKMS. What has been of greatest value to us so far? How has the journey improved our service lifecycle? What improvements do we have planned in the future to provide even greater strategic value?

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Ongoing Implementation of a Configuration Management System (CMS)

  1. 1. Ongoing Implementation of a Configuration M C fi ti Management t System (CMS) govwww.inl.g Thane Price Technical Lead / Product Managerw NLIT 2011
  2. 2. About ITSM Academy  Accredited Education  Since 2003 - Tens of Thousands  Certified Process Design Engineer (CPDE) Trained and Certified  ITIL® Foundation  ITSM Professional Diplomas  Change/Support/SLM  ITIL Capability (OSA|PPO|RCV|SOA)  Public Classes throughout U.S.  ITIL Lifec cle (SS|SD|ST|SO|CSI) Lifecycle  Corporate On-Site Classes  ITIL Managing Across the Lifecycle (MALC)  Virtual Classes  ITIL Service Manager Bridge  Courseware Licensing  ISO/IEC 20000 Foundation /  Corporate & Partner (GEM)  MOF Foundation  Alumni Program  Practical, Value-Add Workshops p  PMI Global Education Provider  ITSM Leadership  Federal Government (GSA)  ITIL, MOF, ISO 20K Overviews Contractor  Apollo 13, Visible Ops: The Class 13  Certified Woman-Owned Woman Owned  And more!ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries© ITSM Academy 2 Welcome!
  3. 3. The Challenge - Managing Complexity IT Honeymoon Period IT Reality Period O’Donnell, G., & Casanova, C. (2009). The CMDB Imperative. Prentice Hall.
  4. 4. The Take Away – What I want you to know• How to bridge the complexity gap – How do CMDBs support a CMS – What VALUE comes from a CMS • Wh t have we done so far to build our CMS What h d f t b ild – What makes up an SKMS • Our beginning analytics towards an SKMS
  5. 5. The Tools – IT Service Management (ITSM) SKMS - Service Knowledge Management System Knowledge • ISMS - I f Information Security Management System ti S it M tS t • SCD - Supplier Contract Database • CMIS - Capacity Management Information System • KEDB - Known Error Database • ITSCMS - IT Service Continuity Management System CMS – Configuration Management System Information • Request, Incident and Problem Management equest, c de t a d ob e a age e t • Change, Asset and Configuration Management • Portfolio and Catalog Management • Access Management • DML – Definitive Media Library CMDB – Configuration Management Database Data • CIs – Configuration items, relationships / attributes
  6. 6. The Goal - Knowledge “It’s not what you know that gets you in trouble. It’s what you know that ain’t so.” – Yogi Berra
  7. 7. The Focus - Business Value• More business opportunities through improved security –V l Vulnerability management bilit t – Firewall rules – Variance tracking – C fi Configuration it ti item relationships l ti hi • Currently maturing – highest priority• Measure end to end service levels and warranties – B k services d Break i down t components to t – Rollup component availability to service • Currently availability only• Id tif the costs for a service Identify th t f i – Service Level Agreement (SLA) costs – Budget by service • Currently minimal references to CMS not automated
  8. 8. The CMDBs – Where did we start• Enterprise Architecture Repository –M Manual d t source l data – Relates applications to business functions – services – Relates applications to servers and software• Network Information Center – Manual data source – Relates equipment to personnel – Relates equipment to network infrastructure f• LANDesk – Discovered data source – Relates servers/desktops to network connectivity – Relates servers/desktops to software
  9. 9. The CMS – Context of service from end to end
  10. 10. The CMS – A business service
  11. 11. The CMS - Breaking it down
  12. 12. The CMS – Related Vulnerabilities
  13. 13. The CMS – Related Changes
  14. 14. The CMS – Network Firewall Rule Request
  15. 15. The CMS - Tracking and approving firewall rules
  16. 16. The CMS – Desktop Variance Request
  17. 17. The SKMS – Vulnerability Analytics
  18. 18. The SKMS – Measuring Availability
  19. 19. The Present – Add capability• Add discovered data sources –P t Proteus – Active Directory – MAC and ARP Tables• Acquire funding – CMDB Librarian• Work to add value to or replace IT applications – Patchman – NIC – Enterprise Architecture – TRACCS – ECL
  20. 20. The Future - Improvements• Add Links to the Definitive Media Library – Source Control• Track financial and timesheet information• Enable automated auditing of software licenses• Enable automated change requests based on maintenance schedules• Improve ITIL process maturity
  21. 21. The Point – Overcome the gap SKMS CMDB CMS
  22. 22. Questions Thane.price@inl.gov

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