HGConcept-ITOM-Service Centric Operations

© 2016 ServiceNow All Rights Reserved
1HGCONCEPT
IT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
SERVICE CENTRIC OPERATIONS
GO BEYOND YOUR SERVICE DESK FUNCTIONS! BY INTEGRATING &
CORRELATING ALL ITOM & ITSM ACTIVITIES INTO A TRUSTED #CMDB
Hichem Guemiri
SERVICENOW SOLUTION STRATEGIST
HICHEM@HGConcept.com
+1 (514) 247-0825
Maxime Carrier
SERVICENOW SOLUTION ARCHITECT
MAXIME@HGConcept.com
+1 (514) 962-6136
PRESENTED ON SEPTEMBER, 21st 2016 @MONTREAL SNUG

2HGCONCEPT
AGENDA
• What is ITOM?
• How ITOM is related to ITSM
• Why you should implement ITOM along with ITSM
• Where should you start, when implementing ITOM
• What are the ServiceNow ITOM Product capabilities?

3HGCONCEPT
Outdated
Legacy Tools
Declining
Customer
Satisfaction
Poor Time to
Resolution
At one point we were using three
different stop-gap products. They
were too expensive to maintain
and added very little value!
Staff is losing confidence in IT and
beginning to find work-arounds
such as “shadow IT” to get their
work done.
Our manual processes are error-
prone and extremely inefficient.
It’s taking way too long to resolve
incidents and deliver services!
CHALLENGES FACING IT SERVICE DELIVERY TEAMS

4HGCONCEPT
Lack of
Service
Visibility
Slow
Service
Delivery
Unreliable
Service
Availability
I can’t tell which systems are
connected to each service.
We need to accelerate service
delivery, while maintaining quality.
If a service goes down, I can’t find
the cause of the outage.
CHALLENGES FACING IT OPERATIONS TEAM

5HGCONCEPT
AT THE HEART OF SERVICE MANAGEMENT! THE CMDB…
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

6HGCONCEPT
SERVICE
STRATEGY
SERVICE DESIGN
SERVICE
TRANSITION
SERVICE
OPERATION
SERVICE
IMPROVEMENT
Service Portfolio
Management
Service Catalog
Management
Change
Management
Service Asset &
Configuration
Management
Knowledge
Management
Event
Management
Incident
Management
Request
Fulfillment
Problem
Management
Process
Improvement
SERVICE LIFECYCLE MANAGEMENT
IT Asset
Management
Access
Management
CMDB
SERVICE LIFECYCLE MANAGEMENT

7HGCONCEPT
IT OPERATIONS MANAGEMENT – FOCUS AREAS

8HGCONCEPT
ITOM – AN OPERATIONAL LANDSCAPE
STORAGE
MANAGEMENT
SYSTEMS & NETWORK
MANAGEMENT
BACKUP
MANAGEMENT
JOB SCHEDULING
IT OPERATIONS
LANDSCAPE
APPLICATION PERFORMANCE
MANAGEMENT
LOG MANAGEMENT
INVENTORY MANAGEMENT
SERVICE
DEPENDENCY MAPPING
WEB & USER
MONITORING
Systems & Network Management tools constitute the central hub of visibility into the status of IT Operations. These tools are used to detect and investigate hardware, network and
software problems.
Log Management constitutes essentially all kinds of software output log files. Logs provide low-level visibility on application behavior; they are extremely useful for debugging, and
can help with tracking recurring errors.
Application performance monitoring (APM) help monitor the behavior of applications by tracking transaction flow, starting with the client, and working down the stack, through the
backend and database. They measure performance metrics such as latency, throughput and error rate. They are used to detect and debug user experience issues.
Web & user monitoring tools measure how applications perform from the outside. They simulate traffic to application from various geographies and alert on failures and timeouts
(Synthetic Monitoring). Additionally, they can be embedded into the web frontends or mobile applications in order to track real failures arising in users clients (Real User Monitoring).
IT process automation is the ability to orchestrate and integrate tools, people and processes through workflow
Event processing tools help automate large parts of the incident resolution process. They consume alerts from any monitoring tool, and run them through a series of processing
steps: Correlation (matching related alerts), Enrichment (adding insight & context to events), Noise Suppression (removing unnecessary events) and Routing (funneling events to
specific stakeholders). Event processing tools are used to boost service uptime and team productivity.
Service dependency mapping automatically discovers data center inventory, configuration, and relationship data, and maps business applications and the IT infrastructure and
business services
CONFIGURATION
AUTOMATION
EVENT PROCESSING
& CORRELATION
CLOUD MANAGEMENT
OTHER MANAGEMENT
TOOLS
DNS / DHCP / IP
DATA CENTER
MANAGEMENT
DATABASE
MANAGEMENT
SECURITY MANAGEMENT IDENTIFIED GAPS
LINUX/UNIX
AUTOMATION &
SERVICE
ORCHESTRATION
IT OPERATIONS
PROCESS
ACTIVITIES
[PROVISIONING]
FIREWALL
LOAD BALANCERS
PRODUCTDESCRIPTION
LEGEND
TO UPGRADE/ CONSOLIDATE
MISSING CAPABILITIES
NEED IMPROVEMENT
WELL ESTABLISHED
PRE-REQUISITES
IT OPERATIONS MANAGEMENT PROCESS
MONITORING &
EVENT
ROLES &
RESPONSIBILITIES
CMDB
INCIDENT
MANAGEMENT
DISCOVERY &
SERVICE MAPPING
CMDB POPULATION
3rd PARTY
DISCOVERY
TOOLS

9HGCONCEPT
THE SERVICE AWARE OPERATIONS
AUTOMATE
OPERATIONS MANAGEMENT
TECHNOLOGY CENTRIC
SERVICE MANAGEMENT
SERVICE CENTRIC
BUSINESS SERVICES
CMDB
SERVICES
NETWORK /
DATA CENTER
STORAGE /
BACKUP
DATABASES
SERVERS
APPLICATIONS

10HGCONCEPT
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

11HGCONCEPT
DEFINE YOUR BUSINESS DRIVERS
SERVICEVIEW
• Single / trusted business
service dashboard &
console
• Service-centric
monitoring as opposed
to silo management
OPERATIIONALEXCELLENCE
• Proactive actions and
early detection via
trending
• Better understanding of
high-peak periods
• Identifying and
eliminating availability
and capacity
bottlenecks
IMPROVERESOLUTION
• Faster and more
accurate diagnosis via
events correlation
• More incidents resolved
by level 1 operational
support groups
• Automated logging,
filtering and assignment
to support group

12HGCONCEPT
YOUR PROCESS IMPACTS
CONFIGURATION ITEMS
& ASSETS
(ITOM)
NETWORK
Notebooks
Mobiles
ITSM RECORDS
SERVICE CATALOG
INCIDENTS / PROBLEMS
CHANGE / REQUESTS
LOCATION
BUILDINGS
ORGANIZATION
SUPPORTING
GROUP
PEOPLE
ANALYSTS / STAFF / CUSTOMERS / USERS
Where s the impact?
Assignments
Servers
Ownerships
Which Organization is affected?
Impact
Group Members
Identify CI
Who s impacted
Telecom
Security

13HGCONCEPT
REVIEW YOUR ITOM MATURITY…
OPTIMIZED
4
RESPONSIVE
3
MATURITYLEVEL
IT OPERATIONS CAPABILITIES
Manual IT Operations processes
Technology centric IT Operations
Independent event management procedures by support team
CMDB Not federated and not integrated
No automated trouble ticketing
Reduced complexity and management in silos
Standardized monitoring tools and procedures
Event management process in place, and responses are standardized
Incident management process integrated with Events management
Federated CMDB in place
Dynamic business services dependencies, and relationships
IT Operations activities automated
Trending & capacity planning reporting and analytics
Services mapped & dependencies documented manually
Events are automatically correlated
Alerts are centralized
EFFICIENT
2
MANUAL
1
BUSINESS
DRIVEN
SERVICE
DRIVEN
Multiple unconsolidated help desks
No event management in place
No official monitoring in place
No Standards in place
0
PROACTIVE
ITOPERATIONS
REACTIVE
ITOPERATIONS
CHAOTIC
ITOPERATIONS
DESIRED LONG-
TERM GOAL

14HGCONCEPT
INCIDENT RESOLUTION WITHOUT CMDB
SERVICE DESK
ANALYST
ANNOUNCEMENT
SERVICE DOWN
CUSTOMERS
EVENT DETECTED IN CONSOLE
EVENT RULE APPLIED
2nd
LEVEL
NETWORK TEAM
1st
LEVEL
OPERATORS
OPEN TICKET MANUALLY
3rd
LEVEL
TECHNICAL SPECIALIST
APPLICATION/DATABASE
OPEN TICKET
COMMUNICATION
BETWEEN TEAMS
NETWORK
NETWORK MANAGEMENT
CONSOLE
SYSLOG
SERVER
EVENT FORWARDED
TO SYSLOG
EMAIL
NOTIFICATION SENT BY EMAIL
EMAIL NOTIFICATION
SNMP TRAP ARE SENT TO SYSLOG
NETWORK ROUTER
SYSLOG EVENT
GENERATED
ALERT GENERATED
FOR A ROUTER
ACTIVE POLL
OPS
CONSOLES
SERVER DATABASE...
ALERTS ARE ACKNOWLEDGED
2nd
LEVEL
SYSTEM [UNIX] SERVER
TEAM
OPEN TICKETS IN HEAT
for Windows Server Alert
DATABASE
SERVER
x
x
NO CONNECTIVITY
SERVERS MANAGEMENT
CONSOLE
ALERT GENERATED
FOR A SERVER IF NOT REACHABLE
[POLLING]
TO APP/DB ADMIN
NOTIFICATION SENT BY EMAIL TO OPS
ALERT GENERATED
FOR A DB SERVER IF NOT REACHABLE
[POLLING]
MISSING FEATURES:
- Service Discovery, Mapping & Dependency
- Orchestration
- Configuration automation
- Provisioning
- Event Correlation
- Central Notification and escalation system
GENERIC OBSERVATIONS:
- Multiple management consoles are used.
- Longer time to consolidate and detect issues
- Multiple configurations to maintain in various places
- Events and Service Desk tickets are not opened automatically
- A ticket is not open all the time. 10% to 25% of triggered events only, generate an incident.
- Notifications and escalations are configured in multiple tools.
- No Correlations between events
- No automation to repair known issues
- No Impact on service affected.
DB MANAGEMENT
CONSOLE
TO APP/DB ADMIN

15HGCONCEPT
EVENT MANAGEMENT WITH AN INTEGRATED CMDB
EVENT MANAGEMENT
ALERT GENERATED
FOR A ROUTER
NETWORK
ROUTER
SERVICE DESK
ANALYST
ITSM
CUSTOMERS
EVENT DETECTED IN CONSOLE
EVENT RULE APPLIED
2nd
LEVEL
NETWORK TEAM
1st
LEVEL
OPERATORS
EVENT MANAGEMENT3rd
LEVEL
TECHNICAL SPECIALIST
APPLICATION/DATABASE
NETWORK MANAGEMENT
CONSOLE
4. EMAIL NOTIFICATION
2nd
LEVEL
SYSTEM [UNIX] SERVER
TEAM
DATABASE
SERVER
x
NO CONNECTIVITY
SERVERS MANAGEMENT
CONSOLE
ALERT GENERATED
FOR A SERVER IF NOT REACHABLE
[POLLING]
ALERT GENERATED
FOR A DB SERVER IF NOT REACHABLE
[POLLING]
GENERIC OBSERVATIONS:
- A single management consoles are used.
- All events are detected and consolidated
- Cconfigurations and rules are maintained in a single place
- Service Desk tickets are opened automatically
- Notifications and escalations are configured in a single tool.
- Correlations between events
- Automation to repair known issues
- Impact on service affected.
DB MANAGEMENT
CONSOLE
COMMUNICATION
BETWEEN TEAMS
Event
Notification
Generated
Event Filtered
Event
Monitoring
System
Event
Correlation
Trigger
Alert
Execute
Actions
Event Generated
Event Generated
INCIDENT
ITSM

16HGCONCEPT
APPLICATION LAYER
BUSINESS 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
UserUser
Access provided by
Access Provided to
Scheduled Downtime
[Changes]
Application
Service
Business
Application
Business
Application
Application
Service
Depends On
TECHNOLOGY LAYER
Technology Service
VM Machines
Runs On
Runs
Technology
Service
[Database]
Runs OnRuns
Technology
Service
Web Service
Runs
Runs On
VM Machine
Switch Port
Switch
Router
Data Center
Location
VM Host
...
...
Server
Database
Application
Database
Instance
Runs On
Runs On
Runs On Runs On
Runs On
StorageRuns On
Runs On
Middleware
Application
Server
Rack
Circuit
UPS
Powers
Feeds
Fed by
Room
Located in
Houses
Located in
Located in
Runs On
Runs On
Data Center
Countains Room
Located in
1
2
3
4
5
6
7
8
5
2
1
1
DESIGN YOUR BUSINESS SERVICE MAP ON PAPER…

17HGCONCEPT
ELABORATE YOUR SERVICE MAP BY CI CATEGORY
DATA CENTER SERVICES
3rd
PARTY APPS
APPLICATION DRIVER
ORACLE CLIENT SW
WEB SERVICES
3rd
Party Web Application
IIS
MIDDLEWARE
ASP.NET
APPLICATION LAYER
APPLICATION SERVICE #1
USER #3USER #1 USER #2
USER #4
BUSINESS LAYER
BUSINESS SERVICE #2 BUSINESS SERVICE #3
Uses
PROCESS #5PROCESS #4PROCESS #1 PROCESS #3PROCESS #2
REALISEZ
BUSINESS SERVICE #1
APP MODULE #2
APP MODULE #1
APP MODULE #3
SERVICE APP #1
SERVICE APP #2
SERVICE APP #3
INTERFACE
APPLICATION INTERFACE
SERVER / VIRTUALIZATION
SERVER
RUNS ON
USES
RUNS ON
RUNS ON
PROVIDED BY
PROVIDED BY
APPLICATION MODULE
MAIN
APPLICATION
BUSINESS
APPLICATIONS
APPLICATION
SERVICE
TECHNOLOGY LAYER
RUNS ON
DATABASE SERVICES
CLUSTER 2
CLUSER 1
POWER MANAGEMENT
NETWORK / TELECOM SERVICES
DNS
STORAGE / BACKUP SERVICES
STORAGE / BACKUPDHCP WIRED
RUNS ONRUNS ON
RUNS ONRUNS ON
RUNS ON
APPLICATION
SERVICE
Oracle RAC Cluster
ORACLE
DATABASE
UNIX SERVER 1
USERS 3USERS 1 USERS 2 USERS 4
APPLICATION LAYER
BUSINESS LAYER
PROCESS 2 PROCESS 3
Uses
SERVICE 4SERVICE 4SERVICE 1 SERVICE 3SERVICE 2
REALISEZ
PROCESS 1
BUSINESS APP
DB SCHEMA 1
DB SCHEMA 2
DB SCHEMA 3
UNIX SERVER 2
Connects To
APPLICATION 1
PROVIDED BY
PROVIDED BY
DATABASE INSTANCE
DATABASE INSTANCE
DATABASE
SOFTWARE
ORACLE
ORACLE
DATA POOL
OCR
VOTING
DATABASE SCAN
LISTNER
ASM
BOOT
VOLUME
ORACLE
TECHNOLOGY LAYER

18HGCONCEPT
HOW TO GET THERE?
DEFINE ITOM
• Reach a common understanding of what ITOM
means for you
DISCOVERY
• Review current ITOM best practices
• Document your current toolsets and capabilities
• Complete and review discovery capabilities
including ServiceNow
• Identify and assign all SMEs and schedule
discovery workshops
MONITORING
• Gather detailed information on monitoring
coverage, parameters and thresholds (ITOM
Monitoring Grid.xls, ITOM Tool listing)
• Identify and map the different monitoring
processes by product area
EVENT MANAGEMENT
• Document the hi-level process design for event
management
DESIRED ARCHITECTURE
• Define a target ITOM architecture and processes
• Execute an ROI for acquiring new licensing for
existing toolsets
ROADMAP
• Agree and communicate the ITOM desired
target
• Agree on the roadmap and required actions to
take

19HGCONCEPT
ITOM PRODUCT APPROACH
VISIBILITY AGILITY AVAILABILITY

20HGCONCEPT
1.VISIBILITY…

21HGCONCEPT
SERVICE 360: TELLING A STORY
21
An integrated view of
– Service Definition
– Operational Status
– Security Exposure
– Cost
– Governance
– Project impact

22HGCONCEPT
Enriched Service Model: Pinpoint the causes of service issues and evaluate impacts of planned changes
SERVICE-AWARE CMDB
• Enables Discovery with Service
Mapping to populate service maps
into the CMDB
• CMDB service maps include service
map editor, mashup of other data
sources onto service map, and a
single place to manage the complete
lifecycle of services
• Create a single system of record for
service topology
• Make ServiceNow ITSM and ITOM
applications service-aware

23HGCONCEPT
IT EXECUTIVES – NEED TO KNOW SERVICE PERFORMANCE

24HGCONCEPT
Understand the financial impact and value of business services

25HGCONCEPT
2.AGILITY…

26HGCONCEPT
SERVICE-ORIENTED ECO-SYSTEM
• Vibrant Ecosystem
– Nearly 50 certified integration partners
– Certified integrations provide essential
“last mile” configuration capabilities
– ServiceNow Store the source for certified
integrations
– Worldwide Solution Providers and
Systems Integrators assist in optimizing
customer technology and business
requirements
SERVICES
EVENT CONFIG
CLOUD
Discovery &
Service Mapping
Workflow &
Orchestration
CMDB &
Analytics
!

27HGCONCEPT
• Install Patch
• Remove Virus
• Change Network Configuration
• Remote Analysis
• Take Systems Offline
• Rebuild Systems
• Configure Systems
• Reset Passwords
• Automated Forensics
• Information Gathering
AUTOMATE OPERATIONAL AND REMEDIATION TASKS

28HGCONCEPT
Self Service Provisioning through Workflow and Orchestration
BUILD NEW SERVICES IN HOURS – DEPLOY IN MINUTES

29HGCONCEPT
3.AVAILABILITY…

30HGCONCEPT
UNDERSTAND WHAT IS CRITICAL?
SIEMS, Malware, Threat
Network Protection
Endpoint Solutions
Access & Identity
Solutions

31HGCONCEPT
FILTER THE NOISE TO MAKE IT USEFUL, ACTIONABLE, AND MANAGEABLE
Correlation…
… Understand Business Impact
… Auto Remediation
… Execute Consistent Processes
… Capture Metrics
… Manage Service Levels
… Consolidate Security Information
… Enable IT, Security, & BU Collaboration
… Meet Audit and Regulatory Requirements
SIEM/Monitoring/Alerting
Firewall/IPS/IDS
Identity & Access
Threat/Intel
Vulnerability Detection
Network Security
Security Endpoint
Noise Generators…

32HGCONCEPT
IT OPERATIONS MANAGEMENT
BUILDING BLOCKS
PEOPLE PRODUCT
PROCESS GOVERNANCE
DESIGNING YOUR IT OPERATIONS

33HGCONCEPT
1. DISCOVERY & SERVICE
MAPPING
• PEOPLE
• PROCESS
• PRODUCT
• GOVERNANCE

34HGCONCEPT
• Any discoverable IT asset information that contributes to the delivery of
a service
• The collection and forwarding of discoverable IT asset information used
for identification, control, recording, tracking, reporting and verification
of configuration items in the CMDB, including the information about CI
attributes and relationships between CIs, as well as relationships
between CIs and the services they support
1. DESIGN 2. VALIDATE
3. DEPLOY
DISCOVERY & SERVICE MAPPING SCOPE

35HGCONCEPT
GOVERNANCE & POLICY
•Establish standards, policies and scope for discovery of CIs, attributes and relationships; and their updates to the CMDB
•Where possible, CIs, CI attributes, relationships and status changes should be discovered - When discovery is not possible or
unreliable, a manual process should cover the gap
•Establish requirements for implementing an automated service dependency mapping tool.
•Document Service dependency mapping capabilities
1. DESIGN
•Validate policies for automatic service dependency mapping
•Align services with EA capabilities and architecture
•Review Standards and policies for record reconciliation
•Validate CMDB data synchronization policies with the discovery and dependency mapping technologies
2.VALIDATE
•Create CIs that support a business service and the relationships between the configuration items
•Create and visualize relationships and dependencies between discovered services, network, servers, storage and
interdependent applications:
•Track and compare configurations to approved baselines; detect configuration drift and quickly remediate configuration errors.
3.DEPLOY

36HGCONCEPT
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
POPULATING THE CMDB

37HGCONCEPT
DISCOVERY TECHNOLOGY CAN HELP!
• Agentless discovery
• Will find everything in
a given IP range
• Integrated out of the
box with the CMDB
• Sets the stage for
dependency discovery

38HGCONCEPT
HOW DEPENDENCY MAPPING CAN REALLY HELP…
Service Health Monitoring
• Real-time dashboard
• End-user & business status
• Service infrastructure status
Rapid Problem Isolation
• Changes, events & incidents
• Across technology domains
• Instant correlation to business service
• Prioritization based on business impact
Change Impact Analysis
• See impact of planned changes on business services
• Compare current and historical configurations

39HGCONCEPT
TOGETHER, YOU CAN BUILD A CMDB WITH ALL DATA REQUIRED
Configuration
Items
Infrastructure
Discovery
Automated
Horizontal
Discovery
Service Map
Service Maps
Email
Payroll E-Banking
Automated
Top-Down
Business Svc
Discovery
CMDB

40HGCONCEPT
CMDB HEALTH DASHBOARD
Solution: CMDB Health Dashboard Provides Indicators and KPI’s for CI State, Audit Review and Top
Change Generators
Problem: Ensuring an
accurate CMDB for audit
and control
Value: Confidently
visualize and manage
CMDB for compliance,
completeness and
correctness

41HGCONCEPT
Service
Health
• Check a service health dashboard to
see service outages
• Automatically open incidents for
critical issues
• ITSM app Incident Management
• Platform CMDB
• ITOM package Mapping, Event ,
Discovery
SERVICE HEALTH

42HGCONCEPT
Service
Maps
• Drill down into service maps to see
root causes of outages
• Check timeline to determine when a
service was running, before a change
occurred
• Platform CMDB
• ITSM app Change Management
• ITOM package with Service Mapping
SERVICE MAP

43HGCONCEPT
Automated
Remediation
• Create rollback change requests and
other options for fast remediation
• ITSM apps Incident Management and
Change Management
• ITOM package with Service Mapping
and Orchestration
AUTOMATED REMEDIATION

44HGCONCEPT
Real-time
Reporting
• View real-time reports, including
average remediation times of resolved
incidents
• Platform feature
REAL-TIME REPORTING

45HGCONCEPT
SERVICEWATCH INSIGHT
Data Center Consolidation
Application Rationalization
Outages & Availability
Regulatory Compliance,
GRC, Security
Mergers & Acquisitions or
Divestitures
Shared Services
Business Services Mapped
Business Service Health & Availability Dashboard
Events Correlated
SLAs Defined

46HGCONCEPT
2. MONITORING & EVENT
MANAGEMENT
• PEOPLE
• PROCESS
• PRODUCT
• GOVERNANCE

47HGCONCEPT
MONITORING & EVENT MANAGEMENT - SCOPE
• To ensure that service availability and capacity is understood,
that service targets are realistically established and that they
are monitored accordingly
• To constantly improve service availability and capacity by
proactively detecting, making sense of and efficiently
responding to service-impacting events
• Streamlined monitoring portfolio toolsets applied to services
models in the early stages of the service lifecycle
• Communicating information that makes sense to the various
stakeholders and that quickly triggers the proper responses
1. PLAN
2. VALIDATE3.MONITOR
4. ANALYZE

48HGCONCEPT
GOVERNANCE & POLICY
• Provide standards for tier 1 monitoring and service monitoring
• Establish formal monitoring architecture, policies and strategy
• Establish standards and policies for cloud services and third-party services
• Standardize service availability and capacity modeling conventions
PLAN
• Implement procedures and business rules to establish manageable and adaptive thresholds
VALIDATE
• Implement a policy requiring a response for every production alert
• All actionable alerts/events are sent to a central event console
• Standardize notification template, and define notification standards and architecture
• Standardize escalation rules and procedures (ex: what to do when no acknowledgement, after X hours, etc.)
• Formal rules are used for alerts suppression (ex: alerts resulting from a planned change)
• Define event response standards and architecture (ex: Decentralized to tier 1? Central response scripts repository? Business rules manager?
MONITOR
• Formalize reporting architecture and standards
• Consolidate all views and dashboards into a central monitoring screen to view all events, and incidents
ANALYZE

49HGCONCEPT
PROCESS & PEOPLE
•Identify CTA (critical to availability) and CTC (critical to capacity) CIs and parameters, and their impact on the overall
service
•Identify thresholds using the service availability and capacity model, and by using historical data or vendor’s specs
to set thresholds
PLAN
•Run simulation on service availability and capacity models to validate thresholds
•Provision monitoring based on the service availability and capacity modeling requirements
•Identify which data will be used to populate event records
•Test and tune, then deploy and operationalize
•Provision service availability and capacity model into correlation console
•Use historical data to identify patterns and create additional correlation rules
VALIDATE
•Formalize notification chains
•Formalize notification rules (who, what, when, how)
•Process interface with incident management, change management, request fulfillment
•Tune event response based on past event response
MONITOR
•Identify reports work products (what, when, who, how and audience)
•Design reports (including service availability and capacity reports, using service availability and capacity model)
•Interface reporting activities with the CSI process
ANALYZE

50HGCONCEPT
RECAP
ITSM + ITOM platform = complete solution for service outages, quicker MTTR,
Compliance and Cloud Management
The difference
• Cloud-first
• Service-centric
• Single platform
Organizations with a service centric CMDB and solution:
• Cost containment/reduction (operating expenses)
• Service availability (quality of service)
• Agility and speed (time-to-market)

51HGCONCEPT
ITOM BEST-PRACTICES
• Integrate with CMDB
• Integrate with Incident Management, automate alerting and escalation
• Collect, filter the noise and normalize events in a single dashboard for all alerts
• Correlate alerts coming from various places:
• Monitoring Tools
• Management tools
• SNMP traps, Syslog's and WMI event
• Scripts, other…
• Automate with systems management and console operations
• Design Service Map 1st then implement Tools to support it.
• Automate management of reporting and SLA’s

52HGCONCEPT
KEY TAKE AWAY
Establish / Document monitoring standards
Consolidate/ Decommission monitoring Toolsets
Establish and acquire tools for missing capabilities
Implement a common CMDB, and governance to control it
Document / Review IT Operations activities

53HGCONCEPT
SERVICENOW BOOKS BY HGCONCEPT
Hichem Guemiri
SERVICENOW SOLUTION STRATEGIST
HICHEM@HGConcept.com
+1 (514) 247-0825
Maxime Carrier
SERVICENOW SOLUTION ARCHITECT
MAXIME@HGConcept.com
+1 (514) 962-6136

HGConcept-ITOM-Service Centric Operations

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