pre-con education: effective change/configuration management with ca service management

Pre-Con Education: Effective Change/Configuration Management With CA Service Management

Ramy Hassanein

IT Service Management

CA Technologies

Sr. Principal Consultant Pre-SalesDO5X104E

@MrRamyRamy

#CAWorld

#ITSM

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Abstract

Learn important IT service management (ITSM) tips and best practices for how to implement CA Service Management's CMDB for maximum change benefit. The session will include such topics as service modeling, discovery, change audit control, federation, reconciliation and synchronization, and will be taught by CA experts in CMDB.

Ramy Hassanein

CA Technologies

Sr. Principal Consultant Pre-Sales


Agenda

INTRODUCTIONS

VOICE OF THE CUSTOMERS

Q&A

WHY IMPLEMENT BEST PRACTICES

MDR - S

CACF

1

2

3

4

5

6


ITIL Change Management: “Tweak Left, Break Right” Theory…

Problem Mgmt

(Act)Release Mgmt

(Do)

Change Mgmt

(Plan)

Configuration

Mgmt

(Register)

Incident Mgmt

(Check)

RFC’s

Innovation

Improvement

Change

Corrective

Measures

Build/Test

Implement

Analyze

Evaluate

ITIL is a registered trademark of AXELOS


Configuration Management

So….if you define your service CIs, you can then

measure, control, and manage Business IT Services…


Change Audit Control and Verification (CACF)

Change verification addresses the following needs of the organizations– When changes are implemented, they have to be verified if those

changes are implemented as planned.

– MDRs can update only those attributes of CI for which they are authoritative source of information.

– Rogue changes to CIs (CIs with no corresponding Change Orders) are detected and flagged to Change Manager.


Essential CMDB Information

NetworkDiscovery

ApplicationDiscovery

BusinessDiscovery

TransactionDiscovery

CA CMDB

Incidents, Problems, &

RFC

AssetDiscovery


Mapping Functions to CA (and 3rd-party) Products

Network

Configuration

Manager

Hosting inventorypeople records

external contacts suppliers...

Configuration

Items

Configuration Item:

Component of an infrastructure - or an item, such as a Request for Change,

associated with an infrastructure - which is (or is to be) under the control of

Configuration Management. CIs may vary widely in complexity, size and type - from a

Service, an entire system (including all hardware, software and documentation) to a

single module or a minor hardware component.

Managed

Objects

Assets

(IT and non-IT)

Asset:

Component of a business

process. Assets can include

people, accommodation,

computer systems, networks,

paper records, fax machines, etc

Managed Object:

An abstract representation of network

resources that are managed.

In contrast with a CI, a managed object is

"dynamic" and communicates with other

network resources that are managed.

MonitoringPerformance

ConfigurationInventory

MS SCCM

- Inventory (Client Management Suite)

Spectrum IM

/ VPM- Network & Systems

Fault Management

eHealth- Network & Systems

Performance Management

NetQoS- Network &

Performance

Manamagent

- Response Time

Analysis

Wily- Customer Experience

Manager

- JAVA / .Net

Incidents

Services

Reporting

ServiceDesk Manager- IT Services

- Root Cause & Impact Analysis

BOXI (CABI)- Reporting

- Automated and ad-hoc

- Standard and ”bespoke”

Service Operations Insight- Operational Root Cause &

Impact Analysis

- IT Services

MS SCOM- Network & Systems

Management

CA IT Client Manager- Inventory

(tracking, maintenance, migration)

- Software Deployment

Service Catalog- Service Request Fulfillment

(self-service)

- Request to Delivery

- Business ServicesBusiness Service Insight

- Contracts

- SLA’s

- Metrics (Measurements)


CMDB – Managed Data Repository

10May 2009 CA CMDB Briefing - Confidential

• Business Services

• CA Clarity

• IT Services

• CA Service Catalog

• Applications/Software/Database/Operating System Discovery

• CA Configuration Automation

• CMDB Connector for z/OS

• Hardware/Network/Facilities

• CA Unified Infrastructure Management

• CA Wily

• CA Client Automation

• CA IT Asset Manager

CA CMDB

CA Service DeskIncidents/Problem/Change

Managed Data Repositories


Co

ns

um

ers

Service Desk Analyst Configuration Mgr Change Mgr Compliance Mgr Other IT Mgrs

CA CommonAsset Viewer

CA CMDBVisualizer

CA CMDBManager

CMDB Repository

Reconciliation

Federation & Automated Relationship Mapping

• CA Products

3rd Party

Discovery: MS SMS &

Other Sources

3rd Party

Repositories:MS Excel &

Others

Infrastructure and Applications

Rep

os

ito

ryC

on

trib

uto

rs

Network & Application Discovery

AssetReconciliation

XML Loaded Non-

Discoverable CIs and Attributes

MDR Sources

CA CMDB Architecture

11


CA CMDB Integrated with Service Desk Change


Change to Availability to Configuration Management


- Root Cause &

Impact Analysis

- Service Request

FulfillmentNew Server

- CI (Attributes + Relationships) 1.Spectrum IM

/ VAIM- Network & Systems

Fault Management

New Server- Discovered

2.Service Operations Insight- Operational Root Cause &

Impact Analysis

New Server- Added to IT Service

3.


Change to Availability to Configuration Management


- Root Cause &

Impact Analysis

- Service Request

FulfillmentNew Server

- CI (Attributes + Relationships) 1.

Spectrum IM

/ VAIM- Network & Systems

Fault Management

New Server- Discovered

2.Service Operations Insight

- Operational Root Cause &

Impact Analysis

New Server- Added to IT Service

3.

Change and Configuration Management (SDM)

Change RequesterChange Request

IT submits a Change request for

the provisioning of a new server

Change Requests

CAB

Change Advisory Board Reviews

all the Change Requests

Rejects Change Request

Approves

Change request

Provisioning Approval

Provisioning

(CASA)

New

Server- Goods

received

New

Server- install OS

and Apps

New Server- OS and Apps

IT Infrastructure Service

Insta

lled in

Data

Centre


Conflict Analysis


Conflict Detail


CACF Terminology

CACF – Configuration Audit and Control Facility

Managed Attribute – a CI Attribute that CACF monitors

Managed CI – A CI which is managed by CACF

Change Order Alignment – how closely does a CI update align with a change order

Rogue Change – a CI update which has no matching change order (ie: not aligned)

Variance – a discovered change to a CI which matches attribute name but not value

Data Source – the origin of a CI insert or update


Change Verification Process

Web Services

Spectrum data

GRloader

Catalyst Data

CACF

Change Order Database

CMDB Authorized

State

Defer update to the TWA

Problem Incident

Management

Reject the update

NotificationEscalation

SLAReporting


Example Configuration Change Policy Use CasesScenario Description Example selection criteria:

1 Lockdown Only update when there is a matching change order

class:Server CIs in location:NY are updated only when a change order has been verifiedAny variance, create an incident.

2 No change order required

Update even if there is no matching change order

All CIs named “test*” can be updated anytime

Updates from users in the admin role are ok.

3 Defer Don’t perform the update, instead write the data to the TWA for later evaluation

All updates from CCA are written to the TWA.

Defer Rogue Inserts/updates to TWA.

4 Log Only This policy is ignored, but what it would have done is written to the stdlog

Use this before implementing any new policy

5 unauthoritative

Reject the update Cohesion is not allowed to update the ip address


Verification Log


Full Versioning of Policies, Managed Attributes, Managed Change States


Q & A


Recommended Sessions

SESSION # TITLE DATE/TIME

DO5X162S State of Colorado Takes the Road to ITSM Maturity: -

Playing the Game and Winning

11/18/2015 at 1:00 pm

Breakers L

DO5X163SAppriss Supercharges ITSM Efficiency with Process

Automation to Save Lives

11/18/2015 at 2:00 pm

Breakers L

DO5T20SMarsh and McLennan Wins Big in ITSM by Playing a Team

Game (in Problem Management)

11/19/2015 at 2:00 pm

Theater 5


Must-See Demos

Let Analysts Help People

CA Service Desk Manager

Theater 5

Make IT Simple with ITSM

CA Service Catalog & Unified Self-service

Theater 5

ITSM Designed for Humans

CA Service Management

Theater 5

Dashboards for Better ITSM

Xtraction for CA Service Management

Theater 5


Follow On Conversations At…

Smart Bar

CA Service Management

Theater 5 (Wed & Thurs)

Tech Talks

Mobile ITSM: Analysts & Business Consumers

Theater 5DO5T31T 2:00 PM (Thurs)


For More Information

To learn more, please visit:

http://cainc.to/Nv2VOe

CA World ’15

http://cainc.to/Nv2VOe

http://bit.ly/1wbjjqX

pre-con education: effective change/configuration management with ca service management

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