itsm asset management technology process link workshop

Copyright © 2007, BMC Software, Inc

ITSM Asset Management

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Technology Process Link Workshop

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Workshop Guidelines

Your participation is key to success» Be open, honest, direct and concise» Be prepared to take ownership of items requiring further action

If it isn’t written down it is not clear Build consensus Silence is concurrence Avoid fixating on "how we do it today" and instead focus

on the business drivers for our process steps No idea is a bad idea Issues and outstanding items will be recorded in a

‘Parking Lot’ Notes will be taken during the workshop

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Workshop Objectives

Purpose: to identify gaps between ITSM Asset Management out-of-the-box and the [Company Name] processes and procedures.

Define Configuration/Asset Management Roles and Responsibilities Define Asset Lifecycle Establish CI Ownership Policies Review the Configuration Item and Configuration Component lifecycles Review Configuration/Asset Management activities and procedures Establish guidelines for updating the CMDB Review Base Data used by the Asset Management module Determine scope, depth and breadth of CMDB Identify source(s) of initial CMDB data Identify Reporting Requirements Identify Integration Requirements

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Configuration/Asset Management RolesConfiguration/Asset Management Process Owner

Overall authority and responsibility for the process metrics, policies and procedures

ITSM tasks include:» Reviewing reports

Configuration Manager(s) Responsible for the overall quality and integrity of

the Configuration/Asset Management processes and the CMDB

ITSM tasks include:» Determining scope, depth and breadth of CMDB» Planning and scheduling CMDB Audits» Reviewing reports

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Configuration/Asset Management RolesConfiguration Administrator

Responsible for updating the CMDB in response to other processes

ITSM tasks include:» Creating and updating CI records» Updating Incident, Change and Request records

Configuration Auditor Responsible for conducting periodic audits of the CMDB ITSM tasks include:

» Comparing CI records to physical CIs» Producing exception reports» Creating Incident or Change records to address exceptions

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ITSP Permissions and Functional RolesAsset Administrator

Full access to all CI and Component records

Asset User Full access to CI records to which the user is

associated by a Contact Association permitting access, and to attached Component records

View-only access to all other CI and Component records

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ITSP Permissions and Functional RolesAsset Viewer

View-only access to all CI and Component records

Availability Manager May receive notifications relating to Unavailability

Threshold Breach Alerts

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Asset Management Permission Model

AM Functions

Roles

Asset Admin Asset User Asset Viewer Purchasing User

Receiving User

Manage CIs •Read Access•Write Access to CIs user supports(Includes ability to Create- Contracts- Configurations- Costs- Schedules- Outages- Returns- Work Info - Impacted Areas

Read Access No Access No Access

Manage Inventory

No Access No Access No Access No Access

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Permission Model (continued)

AM FunctionsRoles


Receiving User

Manage Contracts

•No Access from AM Console•Write Access from CIs user support.•Read Access for all other CIs

•No Access from AM Console•Read Access from CIs

No Access No Access

Manage Configurations



No Access No Access

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AM Functions

Roles


Receiving User

Manage Costs


•No Access No Access No Access

Bulk Updates No Access No Access No Access No Access

Schedules •No Access from AM Console•Write Access from CIs user support. •Read Access for all other CIs


No Access No Access

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AM Functions

Roles


Receiving User

Purchasing No Access No Access •Write Access to Purchase Requisitions (including Line items) that are assigned to your support group.•Write Access to Purchase Orders

No Access

Receiving No Access No Access No Access Access to all Receiving functions

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Planning the CMDB in Asset Management

Scope Which CIs will be tracked in the CMDB? (e.g. Servers,

Software, Contracts, etc.) Define Product Categorizations that will be used to

classify the Configuration Items Depth

The number and level of CI relationships to be maintained. (i.e. Topology, Dependencies)

Review CI Association Types Review Contact Association Types

Breadth The level of detail to be tracked on CIs (i.e. what specific

information will be recorded?) Review CI Attributes, Financials, Maintenance Schedules

and other fields Review CI Impacted Areas

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Populating the CMDB

Identify existing data source(s)

Identify minimum data requirements ITSM requires only the Status and assigns a unique

identifier (Configuration Item ID)

Identify a resource to prepare data loads

Plan initial audit and correction activities

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Updating the CMDB

Identify the process for entering CIs and Components into the CMDB and for updating CI and Component records

Requests for updates to existing CI records and creation of new CI records can originate from other processes

Existing processes (Incident, Change, Request) can be used to document and track these requests

Identify the process for updating the Product Catalog to accommodate new CIs.

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Maintaining the CMDB

Identify the process for comparing the CMDB to physical CIs.

Scanning software or discovery tools may be used to inventory the actual physical CIs

Identify the process for correcting errors in the CMDB

Discrepancies may be identified periodically (i.e. by the Service Desk)

Incidents can be raised to address these discrepancies

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Notifications

Notifications are sent to individuals or groups based on events, such as:

Work Log Assignment

Contract Expiry

CI Unavailability Assignment and Escalations

Individual or system-wide preferences can be set for the default notifications, such as:

Enable or disable group or individual notifications

Notification Method (Alert, Email, Pager)

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ITSM 7 CI Categorization

In order to minimize modifications to the Atrium CMDB, the ITSM 7 Foundation base data structures were mapped to existing ITSM 6 data structure fields already in the CMDB.

ITSM 6 Fields in the CMDB

CategoryTypeItemModelVersionManufacturer

Product Categorization Tier 1 Product Categorization Tier 2Product Categorization Tier 3Product NameModel/VersionManufacturer

ITSM 7 fields in the CMDB with same field IDs

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ITSM 7 CI Categorization

Previous ITSM Product Categorization

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Configuration Item and Component Lifecycles

CIs and Components use the same Status Values.

CI/Component States (Status Values) represent the progression of the CI/Component through its lifecycle.

All state transitions are permitted for Configuration Items.

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Configuration Item and Component Lifecycles

Each Status Value can have associated Status Reasons to further describe the actual state of the CI/Component.

Status Reasons are not required for any Status value.

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Available Configuration Item Status States

A Configuration Item can be created in any state.

Received

Being Assembled

In Repair

Down

Transferred

End of Life

Deployed

Delete

Ordered

In Inventory

On Loan

Disposed

Reserved

Return to Vendor

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ORDERED Status

A Configuration Item can be created in any state.

Received

Being Assembled

In Repair

Down

Transferred

End of Life

Deployed

Delete

Ordered

In Inventory

On Loan

Disposed

Reserved

Return to Vendor

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RECEIVED Status

RECEIVED: The CI was received in shipping.

Ordered

Being Assembled

In Repair

Down

Transferred

End of Life

Deployed

Delete

Received

In Inventory

On Loan

Disposed

Reserved

Return to Vendor

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UNDER CONFIGURATION Status

BEING ASSEMBLED: The CI is being assembled.

Received

Ordered

In Repair

Down

Transferred

End of Life

Deployed

Delete

Being Assembled

In Inventory

On Loan

Disposed

Reserved

Return to Vendor

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DEPLOYED Status

DEPLOYED: The CI was installed.Received

Being Assembled

In Repair

Down

Transferred

End of Life

Ordered

Delete

Deployed

In Inventory

On Loan

Disposed

Reserved

Return to Vendor

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IN REPAIR Status

IN REPAIR: The CI is down for maintenance.

Received

Being Assembled

Ordered

Down

Transferred

End of Life

Deployed

Delete

In Repair

In Inventory

On Loan

Disposed

Reserved

Return to Vendor

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DOWN Status

DOWN: The CI is down, but not yet in maintenance.

Received

Being Assembled

In Repair

Ordered

Transferred

End of Life

Deployed

Delete

Down

In Inventory

On Loan

Disposed

Reserved

Return to Vendor

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END OF LIFE Status

Attached to CI

Not Attached to CI

END OF LIFE: The CI is no longer being deployed.

Received

Being Assembled

In Repair

Down

Transferred

Ordered

Deployed

Delete

End of Life

In Inventory

On Loan

Disposed

Reserved

Return to Vendor

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TRANSFERRED Status

TRANSFERRED: The CI was transferred to another location.

Received

Being Assembled

In Repair

Down

Ordered

End of Life

Deployed

Delete

Transferred

In Inventory

On Loan

Disposed

Reserved

Return to Vendor

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DELETE Status

DELETE: The CI is marked for deletion.

Received

Being Assembled

In Repair

Down

Transferred

End of Life

Deployed

Ordered

Delete

In Inventory

On Loan

Disposed

Reserved

Return to Vendor

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IN INVENTORY Status

IN INVENTORY: The CI is in inventory but not yet deployed.

Received

Being Assembled

In Repair

Down

Transferred

End of Life

Deployed

Delete

In Inventory

Ordered

On Loan

Disposed

Reserved

Return to Vendor

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ON LOAN Status

ON LOAN: The CI is on loan to another location.

Received

Being Assembled

In Repair

Down

Transferred

End of Life

Deployed

Delete

On Loan

In Inventory

Ordered

Disposed

Reserved

Return to Vendor

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DISPOSED Status

DISPOSED: The CI is no longer available and was disposed of.

Received

Being Assembled

In Repair

Down

Transferred

End of Life

Deployed

Delete

Disposed

In Inventory

On Loan

Ordered

Reserved

Return to Vendor

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RESERVED Status

RESERVED: THE CI was reserved and taken out of inventory.

Received

Being Assembled

In Repair

Down

Transferred

End of Life

Deployed

Delete

Reserved

In Inventory

On Loan

Disposed

Ordered

Return to Vendor

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RETURN TO VENDOR Status

RETURN TO VENDOR: The item must be returned to the vendor or unwanted.

Received

Being Assembled

In Repair

Down

Transferred

End of Life

Deployed

Delete

Return to Vendor

In Inventory

On Loan

Disposed

Reserved

Ordered

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Availability Measurements

Critical Success Factors (CSFs) measure the effectiveness of the Availability Management Process, for example:

Quality of IT Services is maintained Impact of unavailability is minimized IT and business productivity improves User satisfaction is maintained

Key Performance Indicators (KPIs) are individual goals that are measured to ensure that the CSFs are met, for example:

Percentage reduction in Mean Time To Repair Increase in Mean Time Between Failures and Mean Time

Between System Incidents Increased availability (% of time available)

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Integration Requirements

Determine whether the ITSM CI Store must be synchronized with the Atrium CMDB for use with other applicationsIdentify any automated tools that will be used for populating or auditing the CMDBFor any required integrations, define:

Data to be transferred Mechanism of data transfer Direction of data transfer Frequency of data transfer Exception handling

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Procedure Review

Procedures to update CMDB Product Catalog Entries Creating new CI records Updating Existing Cis

Components and InventoryContract Associations

Procedure to create new Contract records

Tracking Financial InformationService Maintenance Objectives and UnavailabilityArchiving and Deleting obsolete CI records

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Requirements Checklist

Identify user(s) who require Asset application permissions and Functional RolesIdentify the process to request modifications to the CMDBIdentify Data Requirements

Product Catagorizatoin for CIs and Components CI Attributes CI Class and CI Type menus Approval Rejection Reasons

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Contracts

The Contracts functionality was re-written to create a contracts sub-system, so that other applications can reuse or extend it’s functionalityFive Types of contracts with AM

Warranty Support Maintenance Lease Software License

Fields added for: Customer structure: Company -> Organization ->

Department Contract Support Group: Support Company->Support

Organization->Group >Individual

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Support Contracts

A support contract keeps track of contracts you might purchase for support of a product.

You can have a support contract that gives you access to customer support for any problems or questions you have about the scanner.

You can create a master support contract that shows the general terms and parameters, with subcontracts for specific items.

You can have a software contract with a company, and you can have subcontracts for support of each software product you purchase.

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Warranty Contracts

Use a warranty contract to track a guarantee of a piece of equipment against mechanical imperfections and defects.

For example, if you buy a scanner, a warranty contract replaces any defective parts for the scanner, for a defined period.

When you purchase a piece of equipment, it might come with a warranty contract, or you might purchase an additional or extended warranty.

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Lease Contracts

Use a lease contract to track details associated with leasing equipment.

For example, if you lease several servers from one company, you might have a master lease contract that shows the general terms and conditions, and subcontracts for each server.

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Maintenance Contracts

Use a maintenance contract to provide routine maintenance by a vendor.

For example, when you purchase a network printer, it might come with a maintenance contract.

Or, you might decide to purchase an additional or extended maintenance contract for a piece of equipment.

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Software License Management

Software License Management keeps track of what software a company has and whether it has the legal right to use it

Organizations that are not compliant face possible legal charges and maintenance charges.

Example: companies acquire other companies, and the software licenses from those companies are not accounted for.

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Setting Up Software License Management

Software license compliance can automatically track usage with a combination of PDEs and Software Contracts

When a CI is created that matches the exact six-tier product and class categorization of the product dictionary entry that is related to the contract, the contract will be automatically related to the CI.

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Active SW License Mgmt (“ASWLM”)

Discovered instances are recorded against license count in Asset Mgmt

Request for change initiated by Asset for underused software

Software removed

Software is discoveredand monitored for usage

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Software License Management Process Workflow

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Product Dictionary & Definitive Software Library (DSL)The DSL is a central repository of approved product dictionary entries (PDEs) used for application recognition

PDEs are the definitive or master names and descriptions of software applications

Any BMC application can use the DSL to identify a single name for a software application and its versions, which in turn supports software license compliance.

Includes over 10,000 applications (Windows only in this version)

Used by Marimba, ITSM & can be used for 3rd party tools» Marimba & ITDS – SW normalization» ITSM – pre-populate product categorizations OOTB

By default, each PDE in the DSL has an accompanying model and version form that contains the option “Requires Contract.” » This option is used by the software license management engine to

determine if the existing PDE must have a related software license contract.

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Asset Management & the Product Dictionary

The Product Catalog is the “master” view The Product Dictionary and DSL provide additional details The Product Dictionary is a component of the DSL

The Product Dictionary is used to pre-populate product categorizations with “best practices” data for software titles

Normalizes the ITSM data with the Product Dictionary info used by IT Discovery Suite

Next releases will follow this model for hardware information to create an “ITIL-inspired” Definitive Hardware Store

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Product Dictionary (PD) Elements

A PD entry (or application) is made up of one or more filesApplication “suites” are made up of one or more PD entriesPD Information includes:

Product version DSL location Suite info Files SW manufacturer PD version Attachments

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DSL Elements

Definitive Software Library (DSL) Repository of authorized and approved SW, versions, releases, etc.

» “Golden image(s)” Linked with Marimba Deployment Manager

» Location information & “channel” recognition

DSL data includes: ID, instance ID, name & description Type (Marimba package, source control, etc.) State (active, inactive, etc.) History Location Size Support contact info Dates (create date, modify date, etc.) Attachments

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DSL Data

Can be imported during installation of any of the ITSM applications

Can be imported after installationUpdates can also be imported as they are made

available.

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Financial Management Overview

Total Cost of Ownership - ConceptsCost types

Purchase, maintenance, tax, other Depreciation

Charge-backs

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Financials - General

Total cost of ownership Per Gartner Group, the purchase cost of an IT asset represents approximately 30% of the total cost of owning an asset TCO is a concept introduced to track these additional costs

Multi-currency support Ability to input costs in multiple currencies Configure the “functional” currencies available for conversion (for reporting, etc.)

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Sources for Cost Entries

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Costs - GeneralCost Types

Input available throughout the app» PR, main asset forms, contracts, change requests (incident & problem costs coming in Skyline/Wailea)

Cost types» Examples are purchase price, sales tax, maintenance, repairs, lease, training, depreciation, etc. » Customer may define additional cost types

Depreciation Accounting method to allocate an asset’s cost basis over its useful life Configuration option (asset type, location, site, etc.) to

automatically associate a depreciation methodology and useful live to assets in the same class

Depreciation methodologies supported» Straight-line, Declining balance (150 & 200%), sum-of-the-years digits

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Cost Management Framework & Charge-backsCost Management Framework

We do TCO, however, those silly accountants want to attribute costs to time periods as well as assets over their life

Wanted to create an underlying structure that would support “accounting-type” processes & reporting geared to the CIO & LOB

Cost Manager Role in your customers’ organizations? What department? (IT, Finance, Biz Relationship Mgr.)

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Charge-backs – Cost Center

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Charge-backs - Configure Time Periods

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Charge-backs – Print Reports

Five Charge-back reports (Crystal Reports) Charge-back Invoice

» Provides a detailed list of charges for the cost centers or business units. Charge-back Summary

» Provides the total costs of the charges made to cost centers. It shows three types of total costs - Total Direct Cost, Allocation To and Allocation From.

Cost Incurred by Source » This report is similar to Charge-back Summary Report except the

charge-back percentage is not added to charge. Unallocated Reports

» Provides of the list of charge-back entries that falls under the default cost center. Adjustment Reports

» Shows the adjustments made.

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BMC Foundation DiscoveryAutodiscovery of network connected devices - detailed hardware attributes & software inventoryPowerful query capability for any device & new tabular viewsExportable table views to a file in a variety of formats (PDF, Excel, RTF, HTML, and CSV)Integrates with the BMC® Atrium™ CMDB

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What is BMC Foundation Discovery?Foundation Discovery

First Cut – “What do I have?” “How can I monitor what is deployed?”

Agent-less device discovery/inventory Detailed hardware attribute discovery Software inventory based on registry information Network device discovery

Enable IT managers and network administrators to quickly determine hardware and software inventory positionsReduce TCO of network elements

Reduce end-user support costs by providing help desk personnel with details that enable them to remotely troubleshoot and correct problems

Provide asset managers with auto-discovery of everything connected to the network

An agentless discovery solution that is easy to install/easy to use, FD polls the network using IP address ranges and a “ping sweep”/scan of used ports, returning detailed hardware and software information found in the Registry, NETBIOS, Secure Shell, and WMI stores of connected devices. It also returns data, via SNMP, on the switches, routers, and hubs existing in the network.

FD discovers devices across all platforms, returning data to the BMC Configuration Management Database (CMDB) so other Service Management processes can be supported as well, i.e., Asset Management & Change Management, as well as broader service management initiatives such as Change and Configuration Management and Business Service Management.

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Asset and Port InventoryInventory discovery type Discovery method Required credentialOS fingerprinting TCP Port Scan (nmap) NoneAsset InventoryHardware SSH /Telnet (for UNIX systems only)

WMI ( for Windows systems only)UNIX root account*Windows administrator login*

Installed Products SSH /Telnet (for UNIX systems only)WMI ( for Windows systems only)

UNIX root account*Windows administrator login*

Patches SSH /Telnet (for UNIX systems only)WMI ( for Windows systems only)

UNIX root account*Windows administrator login*

Related queries Application inventory Cluster inventory Database inventory Device inventory Server inventory System inventory

*or system accounts (a limited list of parameters

are retrieved)

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Network inventory discoveryUse network discovery to discover network devices and how they are

connected within a networkDiscovery types

Network Printer» Discovers printers and their logical and physical connection

Network Computer» Discovers computer systems, such as workstations and servers, and their logical

and physical network connections, incl. Network adapters, IP addresses, IP subnets, and LAN and WAN interfaces

Network Infrastructure» Discovers network infrastructure devices such as routers and switches and their

physical and logical cnetwork connection, incl. MAC addresses, IP address, IP subnets, and LAN and WAN interfaces

Related queries Device inventory

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BMC Configuration DiscoveryAgentless and agent-based integration

Autodiscovery of detailed configurations of hardware and software attributes across servers, workstations, laptops, and handhelds

Integrates with the BMC® Atrium™ CMDB

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Configuration Management Reports

Available Configuration Item reports include: Configuration Items by Status All Configuration Items CI Component List

Available CI Availability reports include: Open CI Unavailability by Scheduled or Actual Dates Completed CI Unavailability by Scheduled Dates or Actual Dates

KPI targets and measurements for Availability include Availability Percentage, Duration and Summary Availability Statistics SMO Percentage

itsm asset management technology process link workshop

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