1 ©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

The CMS value chain: from managing configuration items to improving business services

Jody Roberts

CMS Product Management Marketing

HP Software

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Contents

– Goals

– Sources of Confusion

– Breaking Down Complexity

– Boundaries

– The CMS Value Chain

– CMS in a Clearer Light

– Use Cases Revisited

– Q&A

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Goals

– Demystify, Clarify

– Answer Questions

– Explain Depth

– Promote the CMS BP Strategy document as a reference to

the presented concepts

– Awareness of the CMS BP Library

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Sources of Confusion

– Subtitle goes here

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Knowledge Management

Process Management

Demand

Management

Business Relationship Management

Strategy

Generation

Organisation & Responsibility Management

Architecture and Automation management

Change Management

Planning for New or

Changed Services

Transition Planning & Support

Release & Deployment Management

Service Validation & Testing

Evaluation

Service Portfolio Management

Service Level Management

Service Catalogue Management

Availability Management

Capacity Management

Competency Management

Workforce Management

Service Improvement

Service

Measurement

& Reporting

Facility Management

Program & Project Management

Managing Organisational Change

Supplier Management

Call

Management

Fin

an

cia

l M

an

ag

em

en

t

Event

Management

Asset Management

Operations Management

Service Asset & Configuration Management

Problem Management

Incident Management

Request Fulfilment

Access Management

ITSC Management Information Security Management

Risk Management

Governance

High Level Process InteractionsProcess Interaction?!?

SACM Buried in Asset?CMS Buried in SACM?No. Not that simple!

Yes. ITIL, ITAM, SACM, and CMS can be confusing. There are a lot of gray areas.

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Sources of Confusion

– ITIL:

• For putting a Thing and a Process in one name (SACM)

• For adding multiple definitions of the word ―asset‖

– ITAM:

• For attempting to own everything because it contains the word ―asset‖

• Builds on ITIL’s confusion

– SACM:

• For oversimplifying a complex model within processes of ITSM

– Individual Perspectives / Formative Experiences

• For emphasizing the strengths and viewpoints of their background

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Asset

CI

ServiceAsset

ITAM

SACM

What Is the Reality?

CI

ServiceAsset

Asset ServiceAsset

ITAM

SACM

CMS

? ?

?Asset

CI

ServiceAsset ? CI

CMS

?

Asset

CMS

?

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Breaking Down the Complexity

– Subtitle goes here

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Breaking Down Complexity—First, Understand the BoundariesBoundaries may change depending on what you are willing to pay for to manage.

Distill the multiple definitions of the word ―Asset‖

ASSET (IT-less, Accounting definition) – irrelevant to IT or IT facilities. GAAP, depreciation, debits/credits etc.

ASSET (ITIL definition) – a misnomer which really was intended to indicate a group of CIs, some useful subset of configurable elements.

SERVICE ASSET – anything required to manage, support, or control any managed, supported service. Not just ―things‖.

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Breaking Down Complexity—First, Understand the Boundaries

ITAM – If it’s only an IT asset, SACM and CMS leave it alone.ITAM owns all IT Assets. CMS doesn’t care.SACM provides control of selected, configurable, service assets.

Service Asset - If it’s also a Service Asset, SACM applies.SACM = control for Service Assets. Still may not be a CI.

CI – It’s a CI only if:it has the characteristic of being configurableIt’s part of a service, either a specific component of group of them

Not everything in Asset Management is a CINot everything in the CMS is an assetNot every CI is an assetNot every service asset may be worth managing

Sometimes a CI is just a CI - configurable element with no fiscal relevance

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The Key to Understanding Boundaries

– Subtitle goes here

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Key Concepts

Boundaries Can Change

SACM requires conscious decision-making around what you bring under management. The equation involves priority, ability to execute, and cost.

You can’t buy off this conscious decision based on the advice of any single vendor, analyst, or white paper, trade rag, or position.

(but they can act as spiritual advisors.)

Don’t let SACM or ITIL or ITAM push you around! You know your own IT best.

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Who Defines the Boundaries? You!Impetus = Use Case Imperative + Ability

to Support (cost, resources, etc.)

Given a constant use case imperative, less

ability to support the use case = less

impetus.

―We want to but we can’t pay for it.‖ –

Conscious decision.

Only put in the CMS what you can PAY

FOR to support – don’t let your discovery

reach exceed your actionable grasp.

Population is a small % of the overall cost

of putting a CI in the CMS.

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Conscious Decision Example

VP of Ops conversation with the Asset Manager:

VP: ―Discovering all our laptops aren’t worth it.‖

AM ―But the laptops are part of all services!‖

VP: ―Yes, but we can abstract the last layer if necessary for

Incident and problem management since they all use the

same gold master images.‖ (No patch/change/etc. is

unique to any one laptop.)

For you—maybe, maybe not. Controversy isn’t the point.

―And then we will certainly maintain the gold master

configurations for all laptops!‖

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Why Boundaries May Change

Examples:

What about furniture? What about property? What about…?

If it’s specialized furniture that is required to fills a special

service need, maybe it needs to be a CI.

What if property is thought of as a part of the services you

provide?

Make the conscious decision vs. an unconscious one.

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Close to Reality?

ServiceAsset

CMS

Accounting Asset

Fiscal relevance to the business

Asset - IT assets are subject to ITAM (if you are doing formal ITAM)*

Subsets – CIs,but not thoughtof as Service Assets

For now we set aside thestrictly accounting definition

Service assets are subject to SACM

Asset, CI, Service Asset --Typically includes infrastructure, e.g. devices, apps

Service assets but not a configurable element

Don’t need or want to manage

Non-SACMUse cases, e.g.,Transformations, customer-driven

*Asset Management does not have to be present to do SACM!

CI

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The CMS Value Chain

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The Investment Disconnect

CMS Provides Indirect Value

CMS

ITSM Processes

IT Services

Business Services

Investment

KPIs/ROI

—How do you justify

investment for

something you can

only indirectly measure

the value of?

— If the value

chain is provable

—Value Bubbles Up

from CMS through

the layers of ITSM

to the business

Visibility& Value

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Building Blocksof Value

\

Reduced Cost of IT Services

Lower ITSM TCO

CMS

Shared Context

Common View of Services

Lower ProcessCollaboration TCO

Increased Data Reliability

Increased Config Data Accuracy

Element Configuration and CI

Management

Service Configuration and Modeling

Federation and Service Discovery

Increased data Integrity

Decreased Change-related Impact

Lower TCO of Business Services Support

Lower TCO of Service Transition

Decreased data Latency

More Granular Service Visibility

Increased Business Service reliability

More effective Business Services

Value-Added Analytics, verification, audit,

controls

Decision Agility

Reduced Risk of IT Services

Value of IT to the Business

Increased Business

Competitive Agility

Reduced IT TCO

Visibilityand Value

Expanded CMS Value Chain

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CMS in a Clearer Light

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ITIL® Configuration Management

―used by all some IT Service Management Processes‖

Incident/ProblemManagement

IT ServiceContinuity

Change/ReleaseManagement

Data that can assist in troubleshooting

Incidents and Problems associated with a CI

Data to assist in assessingImpact and risk of change

Changes in Status to a CI

Identification of CIs that comprisecritical business functions

IT Service Continuity Plan

Service LevelManagement

CapacityManagement

Performance &Availability Mgt.

Services Catalog, SLAs

Data to aid in defining SLAs

Identification of SPOF andproblematic CIs

Determination ofgrowth, bottlenecks and

opportunities for consolidation

Capacity Plan(s)

CMS Changes in Status to a CI

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CMS

SACM

ITAM

Plan

Acquire

Deploy

Manage

Disposal

AuthorizedState

ActualState

PlannedState

Identify

Authorize

Onboard

Transition Point:In Production

Transition Point:Population

IT AssetLifecycle

ConfigurationManagementLifecycle

Consume

COP Model

Verify / Audit

Embedded Lifecycles

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• DB and Management of Configuration Items• Configuration of Service Assets• Conduit and Integration Platform e.g. Federation

CMS

Element Configuration

Service Configuration

Federationand

Integration

CMS Primary Functions

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• Technology + Data Layer provided by Tools like HP UCMDB 9.0 • Process Governance wraps/sits on Technology

- ensure good data is provided to the consuming processes, e.g. COP- Provide control and monitoring, audit/compliance, e.g. SACM

GovernanceProcessData

Technology }}}

Tools e.g. UCMDB

People, Activities e.g. Chg Mgt.

Business Entities (ITSM, Services)Services

{CMS

CMS Is a Foundation for Services

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Use Cases, Revisited

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Traditional UCMDB/DDM ―ITIL V2‖-type Model

CMDB

Discovery

• All else aside this is not a ―BAD‖ Model!• Many use cases – audit, modeling, reporting, transformations, etc.• Successful, Lots of ROI• UCMDB / DDM Supports This Today

Discovery populates the CMDB―Owns‖ Infrastructure, Services, all CIsHere, CIs = Service AssetsIs SACM/ITAM/ITIL present?Maybe – but no assumptions

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Federation added

UCMDB 7+, 2007+

CMDB

Discovery+

Federation

• Federation enables additional use cases+ Decreases data latency+ Much more efficient

!Caution: Not a license to go overboard on provider onboarding!

Best practices still apply!

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ITIL V3 + Asset ManagementMDR Is Used to Verify/audit (―manage‖) Control

CMSIntegration

Layer

Specific, more CompleteDiscovery

or Source ofData /

Knowledge

Asset Manager

Federation

ServiceDiscovery

FederationOther

Providers

What Makes Sense?•Still Need a reliable source•Still need a process•What can be used toverify/audit for certain CIs

•Requirements to solvethe problem remain

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ITIL V3 + SACMService Manager is the Control UIAsset Manager is part of the HP SACM Program

UCMDB

InfrastructureDiscovery

Asset Management

Federation

ServiceDiscovery

Control ServiceManager

Consume

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HP Delivers

Make Sense? Want More Details?

All Available Now!

Customer Resources How It Helps

HP CMS Best Practices Library Best Practices for all layers of the CMS: Technology, Data, and Process Governance

HP CMS Strategy Guide Expands and details concepts introduced here – provides actionable strategy for CMS Design and Implementation

HP CMS Practitioner’s Forum Direct access to your Communityof peers on a weekly round-table call

HP CMS Community on HP Live Net Customer Collaboration -Discussion forums, content download / upload, content sharing

All Available Now Links on Next Page

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Resources– Communities on HP Live Net (licensed customers only)

• Product-focused discussion forums

• Content distribution (DDM Content Packs, How-to docs and tools, customer uploads)

• User-developed content (Customers can upload content for sharing or review)

• CMS Community: https://h20066.www2.hp.com

• DDM Community: https://h20090.www2.hp.com

• UCMDB Community: https://h20067.www2.hp.com

– CMS Best Practices Library are on the CMS Community

– UCMDB/DDM/CMS Practitioner’s Forum:

• Weekly audio call round table discussion

• Customers, HP Field, HP Product, HP R&D

• Technical and strategic discussions, networking, knowledge sharing, problem solving

• Ongoing Since 2006 - Almost 200 calls as of June 2010

• Contact Jody.Roberts@hp.com for details and an invitation

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Questions

33 ©2010 Hewlett-Packard Development Company, L.P.

To learn more on this topic, and to connect with your peers after

the conference, visit the HP Software Solutions Community:

www.hp.com/go/swcommunity

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