Configuration Management: Getting Started Presented By: Tony Iannetta,

Configuration Management: Getting Started Presented By: Tony Iannetta,

Configuration Management: Getting Started Presented By: Tony Iannetta, Evergreen Systems 1 Overview What is Configuration Management Why Configuration Management The Scope of Configuration Management What You Can Learn Getting Started Q&A What is Configuration Management: 3 Legs Three major components of the configuration management system 1. Configuration management (CM) is a set of policies, processes and disciplines for effectively identifying, controlling, auditing and managing configuration data 2. Configuration Management Data Base (CMDB) the data

repositories for the identification of all configured items (CIs), their attributes and their relationships to other CIs and the related IT data that supports the service management processes 3. Configuration Management Automation (CMA) the body of technologies necessary to effectively execute the auditing, controlling, visualizing and managing of all configuration data. What is Configuration Management In some sense, it is the natural progression of an IT Asset Management Database. Configuration Management Asset Management Inventory Management Why Configuration Management: Reason 1 Regulatory Compliance The Y2K of IT Regulatory compliance includes configuration integrity of the production environment The three pillars of configuration integrity: 1. 2. 3. Configuration Management and CM automation Change Management disciplines and automation Identity and access management (IAM) Implications 1. 2. Reduce IT audit and compliance efforts by 60-80% 80-90% fewer penalties

2005 Gartner, Inc. 29 November 2005/ID number G00131741 Why Configuration Management: Reason 2 Improving service quality Configuration management contributes to improving quality of service by maintaining the information necessary to ensure IT changes do no harm 87 % of all IT incidents are caused by poor change management. Increase speed and responsiveness to changes in the business AND Lowering cost of service delivery Configuration management contributes to lowering the cost of service by: Increasing utilization of existing IT resources reducing the investment in IT infrastructure 2005 Gartner, Inc. 29 November 2005/ID number G00131741 Why Configuration Management: Reason 3 Aligning IT with the business Configuration management contributes to improving alignment of IT with the business by Enabling service level uptime agreements Enabling rapid development of new services or changes to existing services as the market dictates Demonstrating the same rigor in IT that the business puts toward its customer. 2005 Gartner, Inc. 28 September 2005/ID number G00131333 Business Service Management (BSM) the real end game Stages of BSM of global $1B+ companies

Chaotic 35% - limited formal processes for managing IT Reactive 44% - IT inventory management implemented project by project with some basic ITIL processes Stable 14% - Integrated service delivery. IT asset management integrated with ITIL Proactive 7% - Business service framework Predictive 1 % - Resource allocation to business need Forester Research Inc. IT Asset Management, ITIL and the CMDB Paving the Way for BSM, October 2005 Why Configuration Management: Reason 4 Its the Center of a System Innovation Improvement Change Corrective Measures Wh RFCs ite Spa ces Problem Management (Act) i te Wh Analysis/ Evaluate Change Management (Plan) i te h W Configuration Management

(Register) S Build/ Buy es c a p Incident Management (Check) Wh S es c a p Release Management (Do) ite Spa ces Install Why Configuration Management: Reason 5 and Not Just the Support System IT Service Continuity Management Use standard configurations from the CMDB (baselines) to specify disaster recovery requirements and check that these configurations are available at the disaster

recovery site. Capacity and Availability Management Use the CMDB to identify the CIs that contribute to a service and for Component Failure Impact Analysis (CFIA). Use data from the CMDB to plan the optimization of the IT infrastructure, to allocate the workload, and to develop a capacity plan. Service Level Management Needs information about services and the relationships between services and the underlying infrastructure CIs. Financial Management for IT Services Needs information about the use of services and CIs. The Scope of Configuration Management: The Process a set of policies, processes and disciplines for effectively identifying, controlling, auditing and managing configuration data CM Start Determine Policy, Strategy and Objectives for available information. Identify tools, resources and how information should be shared RFCs and Tasks Scope, Policy, etc. Selection and identification of CI structures into the CMDB including data owners, relationships and documentation. Identification Plannng Support reporting

requirements from ITIL Recommended Scope, Policy Changes Ensure only authorized CIs are captured process areas in Control receipt to disposal. Also ensures no CIs support of process are added or modified within the CMDB Report Procure,PReceive, deploy, Maintain, retire function and CMDB Recommended Scope, Policy, Identification Changes without appropriate control documentation. data integrity. Collects and monitor CI history and Status (example-an approved Change Request). Accounting current status for completeness and accuracy. Status Change Family, Structure Reporting Status Change Completed Tasks and Closed Changes Perform physical audits and reviews to ensure data is complete and accurate CM Verification and Auditing Measure, Feedback, Recommend The Scope of Configuration Management: The Control Process RFC/Task

CI is an Asset? Yes Action is Maintenance ? Yes No Change Mgmt Identific ation Identifc ation Recommended Changes to Structure New or Changed Asset CI ITAM Process Completed Task or Change Change Mgmt Plannin g Recommended Changes to Policy, Scope New or Changed Non-Asset CI RFC/Task Non Asset Family Control

Process The Scope of Configuration Management: The Control Process Linking the Process to the Data Data Capture Receive Attribute Internal Asset ID Asset Tag Asset Class Serial Number Barcode Primary PO Number Cost Center Model Vendor Lifecycle Status Lifecycle Status Change Date Created by Created Date Last Modified By Last Modified Date Server Receive to Deploy Deploy Stage Attribute Shelf Region City Office Floor Data Hall Cabinet Deploy Install Attribute Hostname

CPU Num CPUs Total Memory OS CSG DNS Domain Information OS Domain Information Backup Needed GRIPs ID Memory Type HBA Type HBA Num NIC Type NIC Num Clustered Build Purpose Deploy Operational Attribute Lifecycle Status Operations Break/fix upgrade/ modify Attribute Env Status Environment Status Change Date Backup / Exception GCM Backup hostname Backup Active MAC(s) GRIPs ID IP Addresse(s) Server Type(s) Active State Reservation Status DR- Repurpose- Status Compute Farm Compute Farm Type HW Support Group

HW Support Group e-mail Platform Support Group Platform Support Group e-mail Asset Parent Asset Lease Start Date Asset Lease End date Backup Media Server Backup schedule Backup Retention Policy Handover Date Accepted Date WWN(s) DNS Alias(s) Network Interface name(s) Virtual IP(s) Decommission Rename/ Inventory/ retire Attribute Lifecycle Status The Scope of Configuration Management: The Control Process Linking the Process to the Data Data Capture Design Atributes Application Name Application Identifier Application Description Business Function performed IT Services supported Lifecycle Status Change Date Lifecycle Status Executive Sponsor Geographies Supported Business Criticality Business Owner IT Development Owner Data Base Technologies Dependent Applications

System Architecture User Interfaces Application Technologies Application Design to Deploy Build Atributes SLA Hyperlink IT Operations Owner Support Contacts Network Topology Application Technologies Outsourced Functions Outsource Partners OLA Hyperlink Deploy Atributes New Development Costs Production Metrics Support Metrics Deploy Operational Attribute Lifecycle Status Operations Patch/upgrade Atributes Application Name Application Identifier Application Description Business Function performed IT Services supported Lifecycle Status Change Date Lifecycle Status

Executive Sponsor Geographies Supported Business Criticality SLA Hyperlink Business Owner IT Operations Owner IT Development Owner Support Contacts Data Base Technologies Dependent Applications System Architecture User Interfaces Network Topology Application Technologies New Development Costs Annual Operations Costs Annual Support Costs Annual Maintenance Costs Outsourced Functions Outsource Partners Production Metrics OLA Hyperlink Support Metrics Optimize Rename/ Inventory/ retire Attribute Lifecycle Status The Scope of the Configuration Management: The Data CMDB Configuration Management Data Base Ideally defines what we have, who uses it, how CIs interact with and impact other CIs, which services and business processes the CIs support CI Configuration Item (a category, type or family of IT components such as servers or applications) IT Asset management is a good source of CIs but not all assets are CIs and not all CIs are assets.

Logical CI The logical grouping of physical entities. The top tiers of a hierarchy Physical CI A physical, tangible IT component that performs a specific function. The lower tiers of a hierarchy Virtual CI Performs the same function as a physical CI but does not have a physical form Attribute a data field associated with the CI System of Record the official owner of an attribute (accountable for accuracy) Hierarchical/Logical Relationships KEYBANK Company Service (A) Technical Provider Organization System (A) Support Group Support T eam Technology Technology

Technology Technology Technology Server Business Application Database Business Application Document Logical Physical Incident 001 Person Database 123 Server A Application ABC Application XYZ Adapted from Modeling the Enterprise IT Infrastructure, A Service Management Approach, by David Chiu and D.L. Tsui, BMO Financial, 2004 Functional Relationships KEYBANK Company Service (A) Provider Organization

Technical System (A) Support Gr oup Support Te a m Technology Technology Technology Technology Technology Server Platform Business Application Database Business Application Document Logical Physical Incident 001 Person Database 123 Server A

Owns Belongs to Runs on (installed on) Application ABC Runs (contains) Receives Datafeed Application XYZ Runs (contains) Creates Datafeed Adapted from Modeling the Enterprise IT Infrastructure, A Service Management Approach, by David Chiu and D.L. Tsui, BMO Financial, 2004 The Scope of the Configuration Management: The Technology The Vendor Landscape is everchanging Charles Betz, ERP4IT The Scope of the Configuration Management: The Technology A Successful Configuration Management Technology Platforms should. Act to federate (Integrate) key vendors and tools Support reconciliation of CIs real time discovery Application and infrastructure discovery

Support/Enable automated mapping of CI relationships Relationship visualization Correlates relationships back to the business service or process Support/Enable synchronization of the environment Agentless Passive Discovery & Mapping Intranet Server Server Router Switch Switch Server Server Server PROS No Server Collector Appliance Discovery & Mapping Aggregator Network Bandwidth Needed Discover What You Dont Know No Credentials or Agents to Install

B D C E CONS No A 24/7 Discovery Collector Appliance F Deep Dive Server Discovery Can only Read Header data if packets are Encrypted Agentless Active Discovery & Mapping Server Server Server PROS (WMI, SNMP, SSH) Login Credentials Network Discovery & Mapping Server

Deep Dive Data without Agents to Install Simple Maintenance and Upgrades Must A B D Define IP Search Ranges Security Risk C E CONS F Network Bandwidth Impact Agent Discovery & Mapping Delta Results t Server Server Results Results Age n

Age nt Age n t Server Results Manual & Sched Requests Network PROS Deepest Discovery & Mapping Server Data Detail Dive Less Network Bandwidth Needed Must install and Maintain Agents on Target Servers A No need for Security Credentials B D C E

CONS F Must Define IP Search Ranges More Costly Configuration Management Technologies and Integration Service Management Incident/Problem Mgmt Create / Relate Purchasing Inventory Control (Asset Repository) Change Mgmt Create Asset Discovery & Mapping Agent & Agentless Create Change Asset Management Reconciliation Create Update CI Create Purchased CI Business Process & Application Portfolio Create Update

Attributes CMDB Physical CI Logical CI CMDB Update CMDB Types Federated Centralized Service Mgmt System Service Mgmt System Asset Mgmt System Asset Mgmt System Applic Mgmt System Applic Mgmt System Identity Mgmt System Identity Mgmt System Discovery & Mapping System CMDB

Reconciliation Physically Store all CIs, Attributes, and Relationships Discovery & Mapping System Real-time/Virtual Service Mgmt System Application Access Forms CMDB Reconciliation Linking Logic Only Critical Attributes Stored and all Relationships Virtua Virtua ll CMDB CMDB Business Process Network Discovery & Mapping Desktop Etc

Best Practices and Lessons Learned Executive Commitment Early, Continuous, Visible high-level sponsorship is critical Scope and Charter Start with easy wins and high-value efforts. Fully define set of definitions of terms and concepts Get assets under control first with policy adherence Consider IT Governance Strategy when developing Configuration Management strategy Marketing and Adoption Include stakeholders in policy and process design for buy-in Focus extra effort on cross-departmental processes and hand-offs Identify your job will get harder cases for extra training and support Over-communicate with all stakeholders Embrace conflict: it means people care and are paying attention Process CHANGE MANAGEMENT CHANGE MANAGEMENT CHANGE MANAGEMENT Build policies and processes for ongoing development Start with Asset Management (Receipt to Disposal) Technology Know what you have before you acquire more stuff Develop configuration management disciplines before automating Data Use the processes to drive the data requirements (just enough data) Data accuracy and control to ensure ongoing accuracy is critical Reduce the number of repositories Start with a wide and shallow approach for CI relationships Getting Started Begin by..

Establish a reasonable scope Document terms and concepts Documenting the current state of IT data and process Develop a product portfolio of current technologies Formulate the future state of IT data, process and technologies Formulate a roadmap and break it into doable phases Position for organizational change Establish a comprehensive foundation Establish data integrity Integrate with the enterprise Establish linkages Perform audits Configuration Management Questions?

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