how to scope your enterprise cmdb project successfully: big vision, baby steps
DESCRIPTION
Setting realistic expectations, managing project scope, and delivering timely value are challenges that cause over 50% of CMDB projects to fail. Understanding the detailed requirements for your CMDB project, which set scope and drive the project timeline, is the cornerstone of successful implementation. Learn about techniques used by some of the largest companies in the world to overcome "analysis paralysis" and move forward with their CMDB initiatives. Find out first-hand how to create a requirements document that will correctly scope, set priorities, and make your CMDB project actionable.TRANSCRIPT
©2008 Enterprise Management Associates
How to Scope Your Enterprise CMDB Project Successfully:
Big Vision, Baby Steps
Chris Matney
Consulting Director of IT Services
Enterprise Management Associates
Slide 2 ©2008 Enterprise Management Associates
About Enterprise Management Associates (EMA)
• Respected Research and Consulting Firm
• 100% Focused on IT Management
• A Wealth of Offerings for Enterprise IT:
• Comprehensive Research Library
• Tailored Guidance from Senior Analysts
• In-Depth Consulting Services
� IT Service Management (ITSM)
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� Service Catalog
• Free Access to Informative Resources
� IT Management Solutions Center
� White Papers
Slide 3 ©2008 Enterprise Management Associates
Goals and Agenda
GOAL: Creating a practical primer to scope your enterprise CMDB project correctly
Understanding the CMDB system scope
Defining the CMDB at the ground level
AGENDA
• EMA’s Ten Minute CMDB Overview
• Setting the Scope
• Detailed Requirements Workshop
• The Value of Detailed Requirements – WHY?
• WHAT is a Detailed Requirement
• Writing Your Own Detailed Requirements – HOW?
• Categorizing Your Detailed Requirements
• Questions and Answers
Slide 4 ©2008 Enterprise Management Associates
EMA’s Ten Minute CMDB Overview
AGENDA
• EMA’s Ten Minute CMDB Overview
• Setting the Scope
• Detailed Requirements Workshop
• The Value of Detailed Requirements – WHY?
• WHAT is a Detailed Requirement
• Writing Your Own Detailed Requirements – HOW?
• Categorizing Your Detailed Requirements
• Questions and Answers
GOAL: Creating a practical primer to scope your enterprise CMDB project correctly
Understanding the CMDB system scope
Defining the CMDB at the ground level
Slide 5 ©2008 Enterprise Management Associates
The CMDB at 100,000 feet
Slide 6 ©2008 Enterprise Management Associates
The CMDB at 100,000 feet
Pre-requisites to CMDB implementation
Interesting but not in scope for CMDB project
Slide 7 ©2008 Enterprise Management Associates
The CMDB at 10,000 feet
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Another Look from 10,000 feet – Process View
Management Tools Business, Customers and Users
Service Desk
Incidents Queries Change Releases
IncidentManagement
ProblemManagement
ChangeManagement
ReleaseManagement
ConfigurationManagement
Service Reports
Incident Statistics
Audit Reports
Problem Statistics
Trend Analysis
Problem Reports
Problem Reviews
Diagnostic Aids
Audit Reports
Problems
Change Schedule
CAB Minutes
Change Statistics
Audit Reports
Release Schedule
Release Statistics
Release Reviews
Secure Library
Testing Standards
Audit Reports
CMDB Reports
CMDB Statistics
Policy/Standards
Audit Reports
Configuration Items
Incidents
Known Errors
Changes
Releases
Relationships
Slide 9 ©2008 Enterprise Management Associates
Fitting the CMDB within the ITIL framework
CMDB
Management Tools Business, Customers and Users
Service Desk
Incidents Queries Change Releases
IncidentManagement
ProblemManagement
ChangeManagement
ReleaseManagement
ConfigurationManagement
Service Reports
Incident Statistics
Audit Reports
Problem Statistics
Trend Analysis
Problem Reports
Problem Reviews
Diagnostic Aids
Audit Reports
Change Schedule
CAB Minutes
Change Statistics
Audit Reports
Release Schedule
Release Statistics
Release Reviews
Secure Library
Testing Standards
Audit Reports
CMDB Reports
CMDB Statistics
Policy/Standards
Audit Reports
Releases
Incidents
Problems
Known Errors
Changes
Releases
Configuration Items
Relationships
Slide 10 ©2008 Enterprise Management Associates
Setting the Scope
AGENDA
• EMA’s Ten Minute CMDB Overview
• Setting the Scope
• Detailed Requirements Workshop
• The Value of Detailed Requirements – WHY?
• WHAT is a Detailed Requirement
• Writing Your Own Detailed Requirements – HOW?
• Categorizing Your Detailed Requirements
• Questions and Answers
GOAL: Creating a practical primer to scope your enterprise CMDB project correctly
Understanding the CMDB system scope
Defining the CMDB at the ground level
Slide 11 ©2008 Enterprise Management Associates
Top 10 Reasons Projects Fail
1. Staff Buy-In
2. Staffing and Budget
3. Detailed Requirements
4. Executive Management Support
5. Follow Through
6. Process
7. Managing Expectations
8. Resistance to Change
9. Integration
10. Auto Discovery
22%
16%
14%
12%
10%
7%
7%
6%
3%
3%
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CMDB Expectations
Detailed Requirements tell you what the CMDB is going to do for you, and more importantly, what the CMDB is not going to do for you.
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Setting the Scope
• Focus on CMDB core technologies
• Include:
• Automated discovery and application dependency mapping, if needed
• Don’t include:
• Pre-requisite monitoring
• High-level analytics
• Why?
• Boiling the ocean will cause loss of focus
� You have less than 6 months
• Number of detailed requirements will explode
• Total cost of ownership too high
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Scope Costs
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Detailed Requirements Workshop
AGENDA
• EMA’s Ten Minute CMDB Overview
• Setting the Scope
• Detailed Requirements Workshop
• The Value of Detailed Requirements – WHY?
• WHAT is a Detailed Requirement
• Writing Your Own Detailed Requirements – HOW?
• Categorizing Your Detailed Requirements
• Questions and Answers
GOAL: Creating a practical primer to scope your enterprise CMDB project correctly
Understanding the CMDB system scope
Defining the CMDB at the ground level
Slide 16 ©2008 Enterprise Management Associates
Quotable Quotes
“We were throwing money willy nilly at our service assurance effort without rhyme or reason. We have reduced outages by 40% through our CMDB system, which has brought us 300% ROI in three
years.”-US Healthcare Services Provider
“Over the past three years, we’ve tied the CMDB into the change process, and then made sure that it would be
supportive of the financial processes and financial systems; and over the course of three years we successfully disputed
$2.5M out of a $9.0M spend.-US Managed Service Provider and Systems Integrator
“Our CMDB was an attempt to achieve world class availability and at the same time control costs. With $1M a minute in downtime for our whole ecosystem – and supporting 6,000 transactions a second – MTTR and downtime reduction is critical. We reduced MTTR by
70% through the CMDB.”-US Financial Services Provider
Slide 17 ©2008 Enterprise Management Associates
Detailed Requirements – A Definition
• A Detailed Requirement:
• Is understood by CIO and mainframe COBOL programmers
• Demonstrates value to the business
• Can be tied to Configuration Items (CI) in the CMDB schema
• Focuses on current business issues and information needed
• Focuses on data provided by multiple technology silos
• A Detailed Requirement is NOT:
• A list of CIs or resources to be managed
• A list of reports
• A Great Detailed Requirement:
• Can be assigned one or more measurable success metrics with defendable improvement and an annual savings target
Slide 18 ©2008 Enterprise Management Associates
Workbook Exercise
• In the space provided, write down a detailed requirement for your company
• Sniff test
• Is it understandable?
• Does it demonstrate business value?
• Can you think of data fields that would be use to capture the requirement?
• Would the data be found in different databases and tools in the company?
• Can you think of a success measurement to keep track of the requirement?
• Grades
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Which of the following are good Detailed Requirements?
1. We need the CMDB to be able to validate firewall data on input against business rules.
NO: This is a feature of the CMDB technology
2. We need a better network database where firewall information is maintained.
NO: What business problem are you solving?
3. We need to decrease risk by 30% by reducing the number of outages due to change to our firewalls.
NO: This is a high-level requirement but need to be more specific
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Detailed Requirements for the Acme Company
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Return on Investment - Context
“Most IT organizations are willing to go forward with the CMDB
investment on softer grounds with respect to ROI. This fits in
with the CMDB’s role as a transformational enabler for culture,
process and organizational changes which can show strong
values, but for which the metrics are more difficult to define.”
EMA research report, “CMDB Adoption in the Real World: Just How Real Is It?
Slide 22 ©2008 Enterprise Management Associates
CMDB ROI
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Detailed Requirements for the Acme Company
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How Many Detailed Requirements?
• Less than 50
• Probably too high level
• Have you included lines of business?
• Are all technology silos represented?
• What about application development?
• More than 1000
• Probably too detailed
• Combine requirements that share common traits
• Just because you can gather data doesn’t mean you should
• 200 – 750
• Typical for EMA’s enterprise customers
• Living document – these will change
• Remember to focus on business value – not product features
Slide 25 ©2008 Enterprise Management Associates
Gathering Detailed Requirements
• Interview Process
• This will take several months
• Tips from the Trenches
• One-on-one interviews work best
• Start with the 10 Minute CMDB Overview
• Technologists can be hostile if they think you are taking their tools away
� Knowledge is power
• Remind the interviewee that this is not a quiz
• Listen well – you are asking for an opinion
• Guide the conversation to get to the detailed information you need – just like our exercise
• Include all requirements
� Prioritization will come later
� We need to define what the CMDB “is” and what it “isn’t”
• Grassroots support is critical – be honest, under promise and over deliver
Slide 26 ©2008 Enterprise Management Associates
Questionnaire
• Provide some context for those who are new to CMDB
• Ask each interviewee to bring 2-8 detailed requirements to the meeting
• The interviewee should focus on the business needs – WHY and WHAT?
• Visualization
• Process requirements
• The interviewer should focus on the CMDB – WHEN and HOW?
• Integration
• Systems of Record
• Don’t get bogged down in the details
• Follow-up calls, emails or meetings might be needed to get the details
• Prioritization is done later
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Categorizing Your Detailed Requirements
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Now What?
• With gathered, categorized and prioritized detailed requirements
• If the CMDB tool has not been selected, you now have your RFP
� Can the product meet the requirement?
� What additional software is needed?
� Is integration required to be successful?
� How is the requirement going to be met?
• If the CMDB software has been purchased, your CMDB implementation team should be ready to go
� Proof-of-concept around critical detailed requirements – GOOD IDEA
� Create the first six month roadmap
� Detailed requirements are the milestones
� Value proposition and metrics are known
� Grouping detailed requirements will determine if you go “narrow and deep” or “shallow and wide”
� Cookbook is ready for implementation
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Detailed Requirements in Context
• Detailed Requirements
• Gathered from across the business
• Categorized
• Prioritized
• Made actionable for CMDB implementation
• Form the Foundation for Successful CMDB Projects
• Defines the CMDB at the ground level (0 foot view)
� Sets and manages expectations
• Roadmaps are based on milestones (remember the clock is ticking)
� Hardware and software purchases
� Staffing considerations
• Provide baseline success metrics and ROI estimations
• Creates the “Implementation Cookbook” to make sure the project is successful
Slide 30 ©2008 Enterprise Management Associates
Questions and Answers
AGENDA
• EMA’s Ten Minute CMDB Overview
• Setting the Scope
• Detailed Requirements Workshop
• The Value of Detailed Requirements – WHY?
• WHAT is a Detailed Requirement
• Writing Your Own Detailed Requirements – HOW?
• Categorizing Your Detailed Requirements
• Questions and Answers
GOAL: Creating a practical primer to scope your enterprise CMDB project correctly
Understanding the CMDB system scope
Defining the CMDB at the ground level
©2008 Enterprise Management Associates
Thank you for attending today’s presentation.
Questions and Answers
For more information on EMA, please contact:
Bruce Lehman at 303.543.9500 x112 or