lr msm v2_part3

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Phase 3: Expedite CMDB work to introduce process improvement efficiencies

Where we were: Had used Trakit as an Asset Repository for about 5 years Some CI relationships links established, but not really

maintained No real driver or desire to consolidate all silos of

information into CMDB Only about 10 per cent of all Change records logged in

Pursuit were tied to a CI Although Change Management process was fairly mature,

could be so much better with CMDB – relied on personal expertise, knowing who to ask, referring to silo data sources for information

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CMDB: The plan

Get the management buy in across Information Systems (demonstrate efficiency savings, visibility of relationships, needed to be more auditable to meet standards i.e ISO20000)

Engage with third party distributed IT supplier to make use of discovery tool

Consolidate Service Catalogue – this would underpin everything!

Engage with Support Teams from the start (not impose something on them, but help them)

Take a service by service approach, then champion successes to get buy in for engagement with next service!

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CMDB: Discovery

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Provided by Steria – HP DDMI Tool can discover anything, steering group set up to

agree what data we initially wanted (any additions require a change control to be raised)

Data to feed into CMDB is sent to staging tables via SQL DTS package

Staging tables feed data into MSM Trakit via ADI function

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Discovery

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Data mappings were performed in ADI to ensure data from DDMI is pulled into the relevant fields in MSM Trakit

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CMDB Discovery

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An initial load from ADI gave us our starting point

Enabled us to map Distributed IT Infrastructure (i.e. Desktops, Laptops, Software, Servers, Network Devices)

Gave us an immediate link between internal customer, their PC and the software loaded on their PC

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CMDB Discovery

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So within MSM Pursuit our Service Desk had instant access to key information about the customer

So in this case, the customer is John Wright, and we can see the label of John’s base unit, as well as all of the software he has access to

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CMDB Non-discoverable CIs

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The next stage was to add all non-DITI Mainframe hardware and software to the CMDB

No discovery tool to do this, however the Mainframe support teams did have this information in various silos

Worked with them to get this data added to MSM Trakit (sold them on benefits of tying records to CIs, trending, reporting, ease of finding previous records etc)

Our Configuration Manager came from this area of support so used her expertise to map good examples to show to the teams

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CMDB Building Service to CI Relationships

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Undertook an exercise to confirm Service Catalogue entries (engaged with business reps, service owners)

Content was agreed and published Mapped to Marval Service Dictionary (every INC logged

on the system would be tied to a Service we provide) Created a CI entry for each Service Enabled us to take a service by service approach to

mapping underpinning infrastructure to Service

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CMDB Discovery

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CMDB Under-pinning Infrastructure CIs are all related to the Service CI

IT Support Teams and Service Desk found this information and linked view priceless

Furthermore, it gave our Change Management team easy access to show the potential Service impact of changes to particular pieces of our Infrastructure

It also enabled easy access to a full audit trail of records raised against any particular CI

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CMDB

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CMDB

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CMDB: Encouraging people to attach CIs

To get the greatest benefit CMDB needed to ensure change builders attached the relevant CI

Didn’t want to force this as may result in unrecorded changes or incorrect CIs being added

Engaged with the teams, showed them benefits, listened to their concerns

Takes longer to add CHG record and attach CI than actually make the change!

Solution was to work with support teams to create standard change logging templates in MSM Web Customer

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To our own internal version of myIS we added Change Logging Options

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The change builder can then select the support team they belong to

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A list of standard changes that that team is permitted to make is then shown

The change builder selects the type of change they wish to log

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All they need to then is fill in a simple template to log their change

The relevant CI is auto-attached to the request by the change builder selecting the relevant CI from a simple drop down list

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Upon filling in the form and clicking submit a standard CHG record is logged in Pursuit with the relevant CI attached

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The change record records all of the information taken from the Web form and auto-attaches the relevant CI

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CMDB: Maintenance and moving forward

ADI updates are run once a week (un-scheduled changes referred to Change Manager)

Ownership of CIs handed over to support teams Documentation added (SLA docs under change control) Service Reports added (Controlled catalogue of

reports) Process Documents – tied to myIS page that allows IT

support staff to log process improvements in MSM Adding CI now mandatory on all Infrastructure Change

records

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CMDB: Evidence of success

People now approaching us asking for their data to be added to CMDB

Used extensively across Information Systems 99.9% successful change rate Underpins all other processes All change records now have CI attached for impact

analysis ISO200000 accreditation “Couldn’t live without it now”!

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Conclusion

A lot of effort put in, but this has been completed by a small team of 6 people under BAU conditions, no funding, no formal project – just hard work and a good Service Management Tool

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The end

Thank you for listening!

LR Contacts:

MSM Administrator: [email protected]

Configuration Manager: [email protected]

Change Manager: [email protected]

Always happy to host any visits!

mailto:[email protected]



lr msm v2_part3

Technology