Lr msm v2_part3


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Part3 - LR's Service Management journey of the last 3 years

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Lr msm v2_part3

  1. 1. Phase 3: Expedite CMDB work tointroduce process improvementefficienciesWhere we were:Had used Trakit as an Asset Repository for about 5 yearsSome CI relationships links established, but not reallymaintainedNo real driver or desire to consolidate all silos ofinformation into CMDBOnly about 10 per cent of all Change records logged inPursuit were tied to a CIAlthough Change Management process was fairly mature,could be so much better with CMDB – relied on personalexpertise, knowing who to ask, referring to silo data sourcesfor informationLand Registry 1
  2. 2. CMDB: The planGet the management buy in across Information Systems(demonstrate efficiency savings, visibility of relationships,needed to be more auditable to meet standards i.eISO20000)Engage with third party distributed IT supplier to make useof discovery toolConsolidate Service Catalogue – this would underpineverything!Engage with Support Teams from the start (not imposesomething on them, but help them)Take a service by service approach, then championsuccesses to get buy in for engagement with next service!Land Registry 2
  3. 3. CMDB: Discovery Provided by Steria – HP DDMI Tool can discover anything, steering group set up to agree what data we initially wanted (any additions require a change control to be raised) Data to feed into CMDB is sent to staging tables via SQL DTS package Staging tables feed data into MSM Trakit via ADI functionLand Registry 3
  4. 4. Discovery Data mappings were performed in ADI to ensure data from DDMI is pulled into the relevant fields in MSM TrakitLand Registry 4
  5. 5. CMDB Discovery An initial load from ADI gave us our starting point Enabled us to map Distributed IT Infrastructure (i.e. Desktops, Laptops, Software, Servers, Network Devices) Gave us an immediate link between internal customer, their PC and the software loaded on their PCLand Registry 5
  6. 6. So in this case, the customer is John Wright, and we can see CMDB Discoverythe label of John’s base unit, as well as all of the software he has access to So within MSM Pursuit our Service Desk had instant access to key information about the customerLand Registry 6
  7. 7. CMDB Non-discoverable CIs The next stage was to add all non-DITI Mainframe hardware and software to the CMDB No discovery tool to do this, however the Mainframe support teams did have this information in various silos Worked with them to get this data added to MSM Trakit (sold them on benefits of tying records to CIs, trending, reporting, ease of finding previous records etc) Our Configuration Manager came from this area of support so used her expertise to map good examples to show to the teamsLand Registry 7
  8. 8. CMDB Building Service to CIRelationships Undertook an exercise to confirm Service Catalogue entries (engaged with business reps, service owners) Content was agreed and published Mapped to Marval Service Dictionary (every INC logged on the system would be tied to a Service we provide) Created a CI entry for each Service Enabled us to take a service by service approach to mapping underpinning infrastructure to ServiceLand Registry 8
  9. 9. CMDB DiscoveryLand Registry 9
  10. 10. CMDB Under-pinning Infrastructure CIs are all related to the Service CI It also enabled easy access to a full audit trail of records raised against any particular CI IT Support Teams and Service Desk found this information and linked view priceless Furthermore, it gave our Change Management team easy access to show the potential Service impact of changes to particular pieces of our InfrastructureLand Registry 10
  11. 11. CMDBLand Registry 11
  12. 12. CMDBLand Registry 12
  13. 13. CMDB: Encouraging people to attachCIsTo get the greatest benefit CMDB needed to ensurechange builders attached the relevant CIDidn’t want to force this as may result in unrecordedchanges or incorrect CIs being addedEngaged with the teams, showed them benefits,listened to their concernsTakes longer to add CHG record and attach CI thanactually make the change!Solution was to work with support teams to createstandard change logging templates in MSM WebCustomerLand Registry 13
  14. 14. CMDB: Encouraging people to attachCIs To our own internal version of myIS we added Change Logging OptionsLand Registry 14
  15. 15. CMDB: Encouraging people to attachCIs The change builder can then select the support team they belong toLand Registry 15
  16. 16. CMDB: Encouraging people to attachCIs A list of standard changes that that team is permitted to make is then shown The change builder selects the type of change they wish to logLand Registry 16
  17. 17. CMDB: Encouraging people to attachCIs All they need to then is fill in a simple template to log their change The relevant CI is auto-attached to the request by the change builder selecting the relevant CI from a simple drop down listLand Registry 17
  18. 18. CMDB: Encouraging people to attachCIs Upon filling in the form and clicking submit a standard CHG record is logged in Pursuit with the relevant CI attachedLand Registry 18
  19. 19. CMDB: Encouraging people to attachCIs The change record records all of the information taken from the Web form and auto-attaches the relevant CILand Registry 19
  20. 20. CMDB: Maintenance and movingforwardADI updates are run once a week (un-scheduledchanges referred to Change Manager)Ownership of CIs handed over to support teamsDocumentation added (SLA docs under change control)Service Reports added (Controlled catalogue of reports)Process Documents – tied to myIS page that allows ITsupport staff to log process improvements in MSMAdding CI now mandatory on all Infrastructure ChangerecordsLand Registry 20
  21. 21. CMDB: Evidence of successPeople now approaching us asking for their data to beadded to CMDBUsed extensively across Information Systems99.9% successful change rateUnderpins all other processesAll change records now have CI attached for impactanalysisISO200000 accreditation“Couldn’t live without it now”!Land Registry 21
  22. 22. ConclusionA lot of effort put in, but this has been completed bya small team of 6 people under BAU conditions, nofunding, no formal project – just hard work and agood Service Management ToolLand Registry 22
  23. 23. The end Thank you for listening!LR Contacts:MSM Administrator: Manager: Manager: Always happy to host any visits!Land Registry 23