HGConcept-ITAM-Design

HGCONCEPT
IT Service Management | IT Asset Management | IT Service Operations | IT Process Automation 1
© 2016 HGConcept All Rights Reserved
IT ASSET MANAGEMENT DESIGN
A GUIDE TO DEFINE AN ASSET MANAGEMENT STRATEGY & CONTROL
YOUR IT ASSETS.
Hichem Guemiri
SERVICENOW SOLUTION STRATEGIST
HICHEM@HGConcept.com
+1 (514) 247-0825
Maxime Carrier
SERVICENOW SOLUTION ARCHITECT
MCARRIER@HGConcept.com
+1 (514) 962-6136

HGCONCEPT
AGENDA
• ITAM Definitions
• Roadmap & Strategy
• ServiceNow Configuration
• CMDB Plan

HGCONCEPT
SERVICE
DEPENDENCY
FINANCIAL
MANAGEMENT
SOFTWARE
LICENSING
VENDOR
MANAGEMENT
PROCUREMENT
CLIENT
MANAGEMENT
SERVICE
CATALOG
PROBLEM
MANAGEMENT
INCIDENT
MANAGEMENT
CHANGE
MANAGEMENT
CONFIGURATION
MANAGEMENT
REQUEST
FULFILLMENT
ORCHESTRATION
CONFIGURATION
AUTOMATION
SYSTEMS
INTEGRATION
DATABASE
MANAGEMENT
DISCOVERY
DATA CENTER
AUTOMATION
EVENT
MANAGEMENT
BUSINESS
STRATEGY
ENTERPRISE
ARCHITECTURE
PROCESS
DESIGN
PROCESS
ASSESSMENT
CLOUD
MANAGEMENT SERVICE
MAPPING &
DESIGN
SERVICE
DESIGN
SYSTEMS &
NETWORK
MANAGEMENT
RISKS &
COMPLIANCE
I.T GOVERNANCE
CMDB
HR
LEGAL
GRC
APPLICATION
DEVELOPMENT
DATA
MIGRATION
WORKFLOWS
CUSTOM
INTEGRATION
ASSET
MANAGEMENT
OPERATIONS
MANAGEMENT
APPLICATION
MANAGEMENT
PROCESS
AUTOMATION
BUSINESS
MANAGEMENT
SERVICE
MANAGEMENT
I.T
PLANNING
SERVICE
PORTFOLIO
FACILITIES SDLC
SERVICE
MAPPING
VIRTUALIZATION
MANAGEMENT
PROVISIONING
STORAGE
MANAGEMENT
EMPLOYEE
PORTAL
BACKUP
MANAGEMENT
SECURITY
ALERTS
TRAINING
CAPACITY
MANAGEMENT
AVAILABILITY
MANAGEMENT
BUSINESS
CONTINUITY
ROADMAP
STRATEGY
ACQUISITION
AT THE HEART OF YOUR SERVICE MANAGEMENT! THE CMDB…

HGCONCEPT
SERVICENOW… A SHARED ARCHITECTURE
STORAGE
BACKUP
NETWORK
TELECOM
DATA CENTER
VIRTUALIZATION
SERVERS
INCIDENT
MANAGEMENT
RESPOND TO INCIDENTS / RESTORE SERVICE
SERVICE
CATALOG MANAGEMENT
SERVICE ASSET &
CONFIGURATION
MANAGEMENT
Identify CI s & Dependencies
Manage Service Models
REPORT
MANAGEMENT
PROBLEM
MANAGEMENT
REQUEST
FULFILLMENT
CHANGE
MANAGEMENT
SUPPORTSSUPPORTS SUPPORTS
EVENT
MANAGEMENT
EVENT PROCESSING
EVENT RESPONSE
EVENT INTEGRATIONS
EVENT CORRELATION
EVENT ANALYTICS
SUPPORTS
INTEGRATES WITH
SERVICE LEVEL
MANAGEMENT
KNOWLEDGE
MANAGEMENT
NETWORK
FLOW
DATABASE
APPLICATIONS
SNMP
TRAPS
WMISYSLOGSWEB
SERVICES
SCRIPTS
SERVICENOW
CMDB
STAFF
IT ANALYSTS
SYSTEMS
ADMINISTRATORS
CUSTOMERS
DATA
PROVIDED BY
SERVICE DESK
FUNCTION
SERVICE
CATALOG
SERVICE
ADMINISTRATION
SERVICE
DELIVERY
SERVICE
PRODUCING
SYSTEMS
SERVICE
CONSUMERS
SERVICE
REQUEST
SERVICE
SUPPORT
WEB PORTAL
SERVICE PORTAL
WEB ACCESS BASED ON ROLE
SERVICE
RECEIVING END POINT
SERVICE
PROVIDERS
SERVICE
SUPPORT
SERVICES

HGCONCEPT
SERVICE AWARE OPERATIONS
MONITOR
ALERT
AUTOMATE
CHANGE
OPERATIONS MANAGEMENT
TECHNOLOGY CENTRIC
SERVICE MANAGEMENT
SERVICE CENTRIC
BUSINESS SERVICES
CMDB
DISCOVER
PROVISION
SERVICES
NETWORK
TELECOM
DATA CENTER
STORAGE
BACKUP
DATABASES
SERVERS
APPLICATIONS

HGCONCEPT
PROCESS DEFINITIONS
 IT ASSET MANAGEMENT is a set of Business practices that join Financial, Contractual and Inventory functions to support the
Asset Life Cycle Management and Strategic decision making for the IT Organization.
 SERVICE ASSET AND CONFIGURATION MANAGEMENT is the foundation process that endeavors to provide an accurate and
logical Model of the IT infrastructure, business services and the relationships that exist between services, systems, and people
 The purpose of SACM is to define and control the components of services and infrastructure and to maintain accurate
configuration information on their historical, planned and current state.
6

HGCONCEPT
CHANGE MANAGEMENT
PROCESS INTER-RELATIONSHIPS
INVENTORY MANAGEMENT
Maintains a list of inventory items
ASSET MANAGEMENT
Inventory list + Financial data
SERVICE ASSET & CONFIGURATION MANAGEMENT
Inventory list + Financial data + Relationship data

HGCONCEPT
ITAM PROCESS LIFECYCLE
INVENTORY MANAGEMENT
Software inventory and usage
System and network inventory
Detailed history of changes
ASSET DISCOVERY
Asset Reconciliation
Ownership versus usage
Over- and under-utilization
Asset discrepancies
SOFTWARE LICENSING
Software compliance
Harvest and reuse
Software upgrade
Migration planning
ASSET DEPLOYMENT
Configure and deploy OS images
Policy-based software distribution
Self-service Catalog
Requisition process
CONTRACT MANAGEMENT
Negotiation support
Corporate history
Lease management
Vendor management
FINANCIAL MANAGEMENT
Decision support
Cost management
Budget and forecast
Asset refresh planning
Proactive tax planning
BUSINESS INTEGRATION
Procurement
Accounts payable
Human resources
MAINTENANCE
Install, move, add, and change
Configuration management
OS and application migration
Asset retirement and disposal

HGCONCEPT
IT ASSET VALUE TO YOUR BUSINESS

HGCONCEPT
ITAM BUSINESS DRIVERS
OPERATIONAL EFFICIENCY
Gain control of both Hardware and Software assets
Reduce the operational cost through leveraged buying
Provides accurate information on assets and related Legal Documents
Manage Software Licenses and entitlements
Reduce the cost of support by automating daily operations
GOVERNANCE, RISKS & COMPLIANCE
Track, manage and control valuable assets, and reduce the use of unauthorized software assets
Risk reduction through standardization, Proper documentation, and Loss detection
Increase accountability to ensure compliance
Make proactive and informational changes in the environments
Retire old assets off the corporate books for tax reductions, and compliance

HGCONCEPT
CURRENT ITAM SITUATION
Software entitlements counts not accurate because
owned and discovered information is not reconciled
Longer process to produce “Return On
Investment” reports
Hard to trust and obtain an
accurate inventory
Longer procurement process due to a
manual and Lack of process integration
Multiple Inventory databases exists with a
number of data standards and naming
conventions

HGCONCEPT
IT ASSET PROJECT PRIORITIES
 HW/SW Asset consolidation and reconciliation
 Control IT HW/SW Assets & Improve Inventory accuracy
 Manage Software Licensing and compliance
 Control Financial expenditure and budgeting forecast
 Automate and Integrate with Procurement
 Improve day to day operations (IMAC)
 Control Asset retirement and manage Asset disposal

HGCONCEPT
CONTROLLED & REDUCED OVERALL COST OF
MANAGING I.T
EXPECTED ITAM BENEFTITS
ENHANCE SOFTWARE
LICENSING COMPLIANCE
AUGMENT ADHERENCE
TO LEGAL OBLIGATIONS
INCREASE RESOURCE
PRODUCTIVITY
IMPROVE BUDGETING
AND PLANNING PROCESS
BETTER MANAGE RISK
AND COMPLIANCE
REDUCE OVER
PURCHASING

HGCONCEPT
FUTURE DESIRED SITUATION
• CONTROLLED PROCESS LIFECYCLE
• AUDITED ACTIVITIES AND MANAGED REPORTS
• CENTRALIZED AND INTEGRATED DISCOVERED INFORMATION
• TIGHTENED PROVISIONING CONTROLS
• PROACTIVE AND ADAPTIVE RESOURCES
• INTEGRATED FINANCIAL AND PROCUREMENT DATA

HGCONCEPT
SHORT TERM MEASUREMENTS
 Integrated solution with ServiceNow discovery
 Additional discovered information
 Active Directory
 VMWare
 SCCM
 Shared and controlled information between Asset & CMDB in ServiceNow
 Reconciled Discovered and Owned hardware and asset information
 Consolidated inventories and decommissioned disparate data sources
 Automated Reports to generate ITAM Reports including vendor, financial and Asset Lifecycle

HGCONCEPT
LONG TERM MEASUREMENT OF SUCCESS
 Provide configuration details on each in ServiceNow to support the entire IT organization.
 Reconcile all invoices for accuracy ensuring we are not overpaying for anything
 Return every leased asset on time and never pay over charges or buy the equipment.
 Implement good procedures for all ITAM lifecycle and activities
 Identify non-used or idle assets and redeploy them
 Successfully defend in the event of a software audit
 Assert that everything ordered is received, and accounted for

HGCONCEPT
DESIRED FUNCTIONAL ARCHITECTURE

HGCONCEPT
MATURITY LEVEL
3
DEFINED
4
MANAGED
5
OPTIMIZED
 Knowledge of IT Assets almost entirely in human minds, and excel spreadsheets
 Verifying configuration is heavily manual
 Asset Management process exists but roles and processes are event- and transaction-driven.
 Limited integrations between discovered data and owned information
 Roles and processes are defined at departmental level, but are not uniform across the organization
 Roles are defined, and processes are applied consistently across the organization
 Asset Data is reliable and is starting to be used to guide tactical and operational decisions.
 Responsibilities and process integration extends into financial management and other adjacent
areas such as procurement, and HR
 All information available for IT Executives to manage cross operational costs using reporting (for
example, IT budget calculations, budget variance reconciliation and total cost of ownership).
 There is a proactive capacity to "sense" the business and its strategy, to look forward and plan
future actions, and to support IT strategies (for example, cost modeling, IT service cost alignment
and long-term IT planning).
 Data is used at the most senior levels of the organization to influence and guide IT strategies.
TARGET
1
MANUAL
2
REPEATED
3
DEFINED

HGCONCEPT
PROJECT EVOLUTION MATURITY
EVOLUTION
MATURITY
Automated, Integrated, and Process Driven1. DISCOVERY
MANAGEMENT
2. INVENTORY
MANAGEMENT
3. CONTRACT
MANAGEMENT
4. FINANCIAL
MANAGEMENT
12 MONTHS
6 MONTHS
3 MONTHS

HGCONCEPT
ASSET MANAGEMENT ACTIVITIES
2. INVENTORY MANAGEMENT
 Manage software compliance
 Consolidate inventories
 Reduce over-purchasing
 Enforce asset standards
 Identify owned asset information
 Reconcile owned vs. discovered information
 Identify “over” or “under” deployed assets
4. FINANCIAL MANAGEMENT
 Improve planning process
 Reconcile with fixed assets
 Provide accurate asset data to fixed assets
 Reconcile Invoices
 Improve asset allocation, costs and chargeback
 Improve budgeting process
 Improve management of tax payments
 Reduce payment of erroneous invoices
3. CONTRACT MANAGEMENT
 Manage maintenance costs
 Manage contract service levels
 Automate contract renewal
 Improve negotiations and vendor spending
 Link contracts to Hardware and Software assets
 Identify and capture critical terms and conditions
 Create workflow and event notifications based on
identified business rules
1. DISCOVERY MANAGEMENT
 Identify deployed assets
 Know what is in the infrastructure at any given
point in time
 Know who is using the asset and how frequently
 Populate discovery attributes by running
reconciliation with owned inventories.
 Discover installed software

HGCONCEPT
ASSET VS. SOFTWARE LICENSING
ASSET MANAGEMENT
 End-users hardware Assets
 Printers
 Asset Financial & Budget Management
 Contract Management
 Lifecycle from Requisition to Disposal
 Manages relationships and demographics of assets
SOFTWARE ASSET MANAGEMENT
 Software Licensing
 Software compliance risk management
 Audit/true-up preparedness
 Analyzes rights of use
 Utilizes any discovery tool’s data
 Aggregates and maximizes software licenses for efficiency
 Reduces the complexity of achieving continuous compliance
 Intelligent allocation of licenses to be discovered for optimal coverage
Risk Avoidance through Software Compliance
Cost Savings Through Asset Lifecycle Management

HGCONCEPT
DISCOVERY VS. OWNERSHIP DATE
ASSET
RECONCILIATION
Financial Information
Contractual Information
Software Licensing
Software Entitlements
Physical Locations
Cost Centers
Departments
Discovery and Tracking
Hardware Configuration
Installed Software
Active Discovery
Software Metering
Warehoused Assets

HGCONCEPT
DISCOVERY LIMITATIONS
 Can not inventory assets that are not networked; or warehoused.
 Can not track any kind of cost, licensing, or contract information.
 Discovery tools typically can not bring back business information such as:
 Licensing fees
 Location
 Department or organization information
 Cost
 Chargeback
 Ownership and assignment

HGCONCEPT
DESIRED FUTURE SITUATION

HGCONCEPT
DETAILED ITAM PLAN
ASSET ACTIVITIES AND TASKS

HGCONCEPT
HOW TO GET THERE…
• Indicates what the potential contents of the ITAM repository will be? (Asset types /
classifications / attributes…)
SCOPE
• Indicates the timelines, phases of when the work per asset type or
ITAM process will be executed
ROADMAP

HGCONCEPT
LAYING THE GROUNDWORK…
IDENTIFY
BUSINESS
REQUIREMENTS
ESTABLISH
GOALS, METRICS
AND PLAN
VALIDATE
TIMELINE
APPROACH
DOCUMENT
PROCESS
VALIDATE &
DEPLOY
SOLUTION
ALLOCATE
RESOURCES

HGCONCEPT
HIGH-LEVEL DELIVERY APPROACH
REQUIREMENTS
GATHERING
SOLUTION DESIGN
SOLUTION
IMPLEMENTATION
SOLUTION ADAPTATION
 Gather and document Business Requirements
 Defining The Asset Management High-Level Roadmap and implementation Strategy
SOLUTION MATURITY
EVOLUTION
 Establish and document inbound Process Controls
 Analyze existing systems and define Process integrations
 Load Software inventory
 Implement Discovery Management
 Implement Inventory Lifecycle Process
 Consolidate and reconcile discovered and owned information
 Load financial and procurement data
 Integrate Financial/Procurement Data
 Import Hardware data in Production
 Integrate with Discovery tools in Production
 Process Metrics and improvements
 Integrate with Financial/Procurement Data
 Implement license compliance and entitlements
SOLUTION VALIDATION
KNOWLEDGE TRANSFER

HGCONCEPT
CONDUCTING WORKSHOPS
DOCUMENT
CONDUCT
PREPARE
 Working sessions agenda
 Project management plan and schedule
 Prepare material and conduct working sessions
 Document and review current solution
 Executive presentation
 Solution design specifications
 Solution Configuration

HGCONCEPT
CONDUCTING WORKSHOPS
 Review previous gathered requirements
 Review existing process and documentation
 Present and configure discovery requirements
 Identify Asset Data
 Review asset models
 Review asset software and hardware
 Review solution adaptation
 Review Owned information repositories
 Adapt process lifecycle in the solution (ServiceNow)
 Plan
 Acquire
 Deploy
 Manage
 Retire
 Update and review project plan

HGCONCEPT
GUIDING QUESTIONS
 What was the price originally paid for the asset
 How the assets are acquired
 What is the recurring costs for an asset
 The terms and conditions under which the organization is allowed to use an asset
 What kinds of caps the organization has negotiated
 Whether the asset are leased or purchased
 How is the original configuration of an asset managed
 Any contractual agreements attached to an asset
 Interdependencies between specific pieces of software and hardware assets
 What software licenses types are required for each software application?
 What other data attributes are needed for a reporting that should be captured on the asset forms
 How to Relate/Allocate software assets to contacts?

HGCONCEPT
WORKSHOP ACTIVITIES
 Review discovery requirements
 Review software licensing requirements
 Review data sources
Companies
Locations
Users
Models
Software assets
 Adapt Fields, and extended tables
 Review and adapt roles and access rights
 Adapt procedures and process
 Update roadmap and project plan

HGCONCEPT
REPORTING & DECISION MAKING
 Do we own anything that is unused or under utilized?
 What’s available in our inventory?
 Are we using anything that we do not legally own?
 Purchase records including P.O. and invoices
 Associated cost (lease, payment schedules, maintenance)
 Associated contracts (terms and conditions)
 Identify under-utilized assets and optimize your hardware asset base
 Ensure that all assets are linked to utilize the financial and contractual information
 Track discovered asset configuration changes
 Add owned hardware assets from discovery
 Manage Hardware acquisitions, redeployment and disposals.
 Track and document vendors warranty and repairs

HGCONCEPT
WORSHOP ACTIVITIES: 1. DISCOVERY
 Identify deployed assets
 Know what is in the infrastructure at any given point in time to a given level of detail: hardware,
software, network, etc.
 Implement Discovery
 Integrate with SCCM and vCenter
 Know who is using assets, how frequently, how much)

HGCONCEPT
WORSHOP ACTIVITIES: 2. INVENTORY
 Identify owned assets and consolidate data
 Compare owned assets with deployed assets
 Identify “over” or “under” deployment of assets and reasons (change policies, processes,
procedures) and, over time, reduce the gap

HGCONCEPT
WORSHOP ACTIVITIES: 3. CONTRACT
 Introduce contracts
 Link contracts to assets (hardware, software, network, etc.)
 Identify and capture critical terms and conditions
 Create workflow and event notifications, such as lease notifications, re-negotiation windows,
cancellations, etc.)

HGCONCEPT
WORSHOP ACTIVITIES: 4. FINANCIAL
 Analyze infrastructure blueprint prior to planning and budgeting
 Reconcile with fixed assets
 Provide accurate asset data to fixed assets
 Invoice reconciliation
 Automate invoice reconciliation process
 Asset allocation and chargeback
 Track asset costs by cost center and chargeback

HGCONCEPT
PROJECT DELIVRABLES
 Consolidate and control hardware inventories
 Automate discovery and integrate with operational products
 Establish IT Asset and CI Ownership
 Adapt CMDB and Asset information, and manage the lifecycle
 Automate and integrate the Asset processes in place
 Integrate Financial and Procurement Information
 Integrate with Employee On-boarding Process

HGCONCEPT
DATA POPULATION STRATEGY
 Cleanse all collected data from spreadsheets or other sources
 Turn on discovery
 Integrate with AD, SCCM and VMWare
 Populate in the following order
 Companies (internal and external)
 Locations (internal and external)
 Hardware models
 Hardware assets
 Software models
 Software assets
 Legal documents & contracts
 Update Software allocations and Data relationships
 Update Software Entitlements

HGCONCEPT
Inbound Points of
Governance & Control
PROCESS GOVERNANCE
INCIDENT & PROBLEM
MANAGEMENT
PROJECT PLANNING
(PMO)
PROVISIONING
SERVICE
REQUEST
ASSET
MANAGEMENT
CHANGE
MANAGEMENT
CONFIGURATION
MANAGEMENT

HGCONCEPT
PROCESS MAPPING
ASSET
CHANGE
Receive Deploy
OPEN Approve Schedule Implement Close
CONFIGURATION
AuditCreate Configure
CMDB
Deploy
Order Assign Retire

HGCONCEPT
LIFECYCLE
ASSET
PROCESS
ASSET
LIFECYCLE
PEOPLE
Maintain
Retire
Requisition
Purchase
Release / Install
Patch / Repair
Retire
Requisition
Hire
Assign
Train
Terminate
Plan
Acquire
Deploy

HGCONCEPT
OWNERSHIP
 OWNER
 Who bought the hardware?
 Who bought the software?
 Who bought the licenses for the software products?
 MANAGEMENT OWNERSHIP
 Who manages the CI in the environment ?
 Who provides sys admin duties on the CI ?
 Who Accepts the Changes on the CI?
 SERVICE OWNERSHIP
 What services are provided by the device?
 Who owns that service
 Who Provides that service
 Defines that service / Restricts or allows that service ? 43
 USERS
 Who uses the CI?
 Who physically has the CI under their personal control
 GOVERNANCE
 Who Audits the CI?

HGCONCEPT
ASSET IS NOT A CI
CONFIGURATION ITEM
CMDB
ASSET
ITAM
Includes the CI lifecycle
Has a financial value along with a
depreciation rate
Lifecycle duration until Financial value
becomes 'Zero'
No Relationships found between Assets
Populated from Inventory, Procurement &
financial data
Restricted to Items specific for use in live IT
Environment
May or may not have financial values assigned
It will not have any depreciation linked to it
Has relationships; usually parent /child
relationships, dependency
Lifecycle depends on the time till the CI
becomes obsolete for the organization
Includes the CI lifecycle
Has a financial value along with a
depreciation rate
Lifecycle duration until Financial value
becomes 'Zero'

HGCONCEPT
ROLES

HGCONCEPT
DETAILED ITAM ROLES

HGCONCEPT
ITAM USE-CASES

HGCONCEPT
SERVICENOW ITAM
CONFIGURATIONS

HGCONCEPT
SERVICENOW - ASSET APPLICATIONS
Inventory
Management
Model Management
Software Asset
Management
Financial
Management
Vendor
Management
Data Asset
Management
Contract
Management
Hardware Asset
Management
Configuration
Management

HGCONCEPT
SERVICENOW – ASSET STATE

HGCONCEPT
IMPORT DATA
ESTABLISH
SOURCE
TRANSFORM
DATA
AUTOMATE
IMPORT

HGCONCEPT
SERVICENOW – CONTRACT TYPE

HGCONCEPT
SERVICENOW – SIMPLE FLOW

HGCONCEPT
SERVICENOW – ASSET CLASS

HGCONCEPT
SERVICENOW – CI CLASS

HGCONCEPT
SERVICENOW – PRODUCT MODEL CLASS

HGCONCEPT
SERVICENOW – BEST PRACTICE
• Identify what exists in the system before creating new fields or tables
• Determine what to make a CI, asset, or both
• Only extend existing classes when necessary
• Keep non-asset CIs out of asset management
• Ensure asset records and CMDB stay in sync
• Make sure any supportable asset is a CI

HGCONCEPT
CMDB DETAILED PLAN
MODEL AND DESIGN

HGCONCEPT
CMDB CONTEXT
The CMDB Helps Identify, control, record, track, report, audit and verify the value and ownership of service assets
throughout their lifecycles, and for maintaining information about CIs required to deliver an Services.
 ENTERPRISE ARCHITECTURE
 Plans and governs implementation of the business needs.
 SERVICE CATALOG [SC]
 Communicates Standard IT Services to customers in clear and familiar terms
 Provides a centralized channel though which end users can request standardized, IT service bundles.
 SERVICE OFFERING
 A Service Offering is a defined entry in the enterprise service Catalog. It is a measurable and specific offering of the IT organization to external clients.
PROBLEM
MANAGEMENT
CHANGE
MANAGEMENT
RELEASE
MANAGEMENT
CAPACITY
MANAGEMENT
CONFIGURATION
MANAGEMENT
[CMDB]
SERVICE LEVEL
MANAGEMENT
AVAILABILITY
MANAGEMENT
SERVICE
CONTINUITY
MANAGEMENT
INCIDENT
MANAGEMENT
SERVICE
CATALOG
[SC]
REQUEST
FULFILLMENT
IT
PLANNING
ENTERPRISE
ARCHITECTURE
[EA]
USER REQUEST VIEW
IT
GOVERNANCE
SERVICE
STRUCTURE
BUSINESS VIEW
TECHNICAL VIEW
KNOWLEDGE
MANAGEMENT

HGCONCEPT
CMDB DESIGN PRINCIPLES
 Align with Enterprise Architecture and company policy
 Minimize manual data entries and maintenance (Promote automation)
 Accommodate the right CI types (Value vs. complexity)
 Manage the right Assets and integrate with CMDB
 Establish data ownerships and responsibilities
 Maximize design simplicity inside ServiceNow
60

HGCONCEPT
CMDB RELATIONSHIPS
SERVICE CATALOG
• Inventory of services (Services as CI’s) including business, applications and technology
services
• Presents Configuration information about the services the clients are entitled to.
REQUEST FULFILLEMENT
• Provides Configuration information about the components used to deliver services to
clients.
CHANGE MANAGEMENT
• Change requests to implement a new component or affecting an existing. Used for impact
and risk assessments of a proposed change.
INCIDENT MANAGEMENT
• Helps to determine customer impact and assists with determining priority and severity of
a failing component.
• Provides client and service criteria, and severity and priority information for Configuration
components based on service level objectives.
PROBLEM MANAGEMENT
• Enables determination of components affected as a result of another failing component.
• Provides the IT infrastructure data required to identify root cause and course of action for
problems

HGCONCEPT
ASSET MANAGEMENT
• Utilizes the same core data and are likely to interface for the purpose of supporting license
management efforts
AVAILABILITY MANAGEMENT
• Provides core data such as relationships between components to enable design of reporting
and subsequent measurement of business services
SERVICE LEVEL MANAGEMENT
• Identifies the IT infrastructure components that enable delivery of services to the customer
which allows for the accurate establishment and measurement of the objectives in Service
Level Agreements.
BUSINESS CONTINUITY
• Provides the baseline snapshot of the IT infrastructure which could assist in the recreation
of an environment in the event of a disaster or major interruption to service delivery.
CAPACITY MANAGEMENT
• Tune and/or upgrade various components
• Planning and budgeting
CMDB PROCESS SCALABILITY

HGCONCEPT
ASSESSMENT EXERCISE
63
•Identify CI categories and key types of CI’s that are part of the CMDB.
•Review CI’s inside the CMDB and impact/relations to other processes
•Identify common attributes, mandatory and optional CI attributes
•Review CMDB Model including used classes and custom tables
SCOPE: Potential contents
•Identify key attributes by CI Class
•Document how CI types are interrelated (CI’s Relationships) and which Relationships are
used/needed
•Document how Configuration items (CIs) are linked inside the CMDB, and they work together to
provide the business services
SPAN: Granularity of the CMDB
•Review Federate, synchronized data, consolidated and reconciled inventories.
•Review strategies for data population, discovery and service mapping
•Review automated data population, including data sources, transform maps and scheduled jobs
METHODS

HGCONCEPT
CMDB WORKSHOPS
• Review Process and standards
• Review CI Type and Sub-Types list (Classifications)
• Identify generic CI’s (logical grouping)
• Determine what should be inside the CMDB
• Review common CI Attributes and security related
• Review CI attributes and relationships by type of CI’s
PROTOTYPING WORKSHOPS
• Document discovery sources for each CI type, attributes and relationships
• Identify data sources and feeds for non-discovered CI Types, attributes and relationships
TUNING WORKSHOPS

HGCONCEPT
ASSESSMENT CONSIDERATIONS
65
VALUE
COMPLEXITY
INCLUDED IN
THE CMDB?
1. VALUE:
 Service Catalog Management
 Request Fulfillment
 Change/Release Management
 Incident Management
 Problem Management
 Event Management
PROCESS SCALABILITY
 Availability and Reporting
 Service Level Management
 Capacity and Performance
 Service Continuity management
2. COMPLEXITY ($)
 Discover CI, relationships and dependencies
 Manage integrity
 Maintain accurate information
 Control CI Lifecycle

HGCONCEPT
GUIDING QUESTIONS DURING WORKSHOPS
 How this CI type is relevant to ITSM?
 How this CI relates to the Service Catalog?
 How much will it cost to include/maintain this CI in the CMDB?
 Can this CI be discovered?
 Who will maintain this CI in the CMDB?
 Can we set this CI to a generic item in the CMDB?
 Do Services depend on CI of this type?
 Which attributes are needed for measurement?
 Which relationships are required for each process?

HGCONCEPT
CMDB - WORKSHOP ACTIVITIES
 Review Process
 Identify CI Categories
 Review CI Ownership
 Review Architecture, Service Catalog, CMDB structure
 Review the CMDB Model including the Classes in use
 Identify CI Relationships
 Review ServiceNow configuration
16
BUSINESS
SERVICES
MANAGE DELIVER
PLAN
AVAILABILITY
CAPACITY
PERFORMANCE
STANDARDS
DESIGN
CHANGE
RELEASE
DISCOVERY
MEASURE
ALERTING
REQUEST
AUTOMATE
PROVISION
CONFIGURATION
MONITORING
CMDB

HGCONCEPT
REVIEW PROCESS BY CI LIFECYCLE
68
• Planning and defining the purpose, scope, objectives, and the organizational and technical
context.
1. PLAN
• Selecting and identifying the structure for all the CIs, including their ‘attributes’, their
interrelationships and documentation.
2. IDENTIFY
• Reconciling, synchronizing and federate Data
• Importing data into the CMDB
3. IMPLEMENT
• Ensuring that only authorized and identifiable CIs are accepted and recorded, It ensures that no
CI is added, modified, replaced or removed without appropriate controlling documentation.
4. CONTROL
• The reporting of all current and historical data concerned with each CI throughout its life cycle.
This enables changes to CIs and their records to be traceable (tracking the status of a CI as it
changes from one state to another.
5. AUDIT
DESIGN
OPERATE
ADAPT

HGCONCEPT
SERVICE APPLICATION DATABASE SERVER DATA CENTER NETWORK TELECOM STORAGE BACKUP
END USER
COMPUTING
OTHER…
INVENTORY SECURITY DBMS APPLICATION VIRTUALIZATION NETWORK SYSTEMS BAKUP STORAGE SERVICES
CI CATEGORIES
PRODUCT AREA
GROUP INTO CI FAMILIES

HGCONCEPT
POPULATING THE CMDB
DATA
CENTER
NETWORK
TELECOM
SERVERS
STORAGE
DBMS
APPLICATIONS
POPULATINGTHECMDB
BUSINESS
SERVICE
APPLICATION
SERVICE
TECHNOLOGY
SERVICE
BUILDING
LOCATION
ORGANIZATION
PEOPLE
ANALYST
GROUP
OWNERSHIP
SLA
CIRELATIONSHIPS
CUSTOMERS
SERVICES

HGCONCEPT
CMDB POPULATION DETAILED PLAN
DISCOVERY
INTEGRATIONS
CONSOLIDATED
CMDB
ASSETS & CONFIGURATION ITEMS
INVENTORY

HGCONCEPT
DATA STRUCTURE
Business Layer
Technology Layer
Application layer
SERVICE TREE
Business Service
Applications
Infrastructure Service
Data Center
Network
Telecom
CMDB
SERVICE CI STRUCTURE
Application Service
EA
ARCHITECTURE DESIGN
SERVICE CATALOG
SERVICE STRUCTURE
Business Service Catalog (External Community)
Business Service
Service Classification
Service Bundle
Service Request
Item
Application Service Application Service
Business Sub-Service
Business Process
Business Service
Application CI
Infrastructure Service
Infrastructure CI
Server
Database
Technical Service Catalog (Internal Community)
Technical Catalog
Service Classification
Service Bundle
Request Item

HGCONCEPT
THE SERVICE AWARE ARCHITECTURE

HGCONCEPT
SERVICE LAYER APPLICATION LAYER TECHNOLOGY LAYER
Business
Process
Business
Service
Business
Service
Is Enabled by
Enables
Depends On
Used by
Service
Offering
Service Subscription
by User
Service Subscription
by Location
Service Availability
Service Level
Agreements
Outages
[Incidents]
Location
User
Application
Service
Business
Application
Business
Application
UserAccess provided by
Access Provided to
Provides access to
Access provided by
Used by
Depends On
Application
Service
Technology
Service
VM Machines
Technology
Service
[Database]
Server
Runs On
Runs
Server
Rack
Database
Application
Database
Instance
Hosts
Hosted by
Depends On
Used by
In Rack
Switch Port
Switch
Racks Coutains
Circuit
UPS
Powered by
Powers
Feeds
Fed by
Room
Located in
Houses
Data Center
Countains Room
Router
Technology
Service
Web Service
Location
Scheduled
Downtime
[Changes]
Located in
Middleware
Application
Runs
Runs on
StorageSends Data to
Received Data from
CMDB MODELING

HGCONCEPT
CI RELATIONSHIPS
75
Employee Group Server Network Application
ID Number
Last Name
First Name
Department
Group
Organization
Title
Location
Workstation n...
attribute n...
Name
Manager
Employee 1
Employee n...
Service n...
Service 1
Asset Name
Vendor
Model
Asset Name
Vendor
Model
Name
Family
Class
Type Host Server Service
Serial Number Memory Application Owner
Family Host Application 1 Application Approver
Class Physical Host Server
Relationship...
Host n...
Service n...
Service n,,,Assigned Group
Relationship...
 Raw Data has immense value! But better information emerges when this data is linked by actual relationships.
 Storing data is easy. But Linking, maintaining and controlling the data to produce information is harder.

HGCONCEPT
SERVICENOW SOLUTION ADAPTATION
 Users
 Groups
 Roles
 Forms
 List Layouts
 UI Policies
 ACL Rules and Security
 CMDB Application and Modules
 Data Sources
 Transform maps
 Scripts
 Other…

HGCONCEPT
SERVICENOW BOOKS BY HGCONCEPT
Hichem Guemiri
SERVICENOW SOLUTION ARCHITECT
HICHEM@HGConcept.com
+1 (514) 247-0825
Maxime Carrier
SERVICENOW IMPLEMENTATION SPECIALIST
MCARRIER@HGConcept.com
+1 (514) 962-6136

HGConcept-ITAM-Design

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