SESSION 707 Friday, November 4, 9:00 AM - 10:00 AM Track: The Specialist

Transcription

1 SESSION 707 Friday, November 4, 9:00 AM - 10:00 AM Track: The Specialist A Tale of Two SACMs Philip Hellerman Manager Service Asset and Configuration Management and Discovery,Sabre pjhmc2348@hotmail.com Session Description This session will show you how a leading travel and hospitality technology enterprise that was data-rich but information-poor took control of its SACM data from its managed service provider. Learn how, despite some challenges, the enterprise successfully integrated 23,000 hardware components into a robust inhouse SACM environment and successfully integrated with incident, problem, and change management. (Experience Level: Intermediate) Speaker Background Philip Hellerman is an accomplished leader, strategist, tactician, and innovator. Skilled in achieving operational efficiencies in ITSM, he s certified in ITIL, ServiceNow, and ISO Philip has delivered detailed process designs supporting ITSM tool solutions for Fortune Global 50/100/500 corporations, and he s published white papers and blogs on ITSM topics.

2 A Tale of Two SACMs Philip J. Hellerman Contents Introduction Business Drivers Towards a Robust SACM SACM at Sabre Key SACM Opportunities at Sabre Policies, Processes and Tools - Mitigating the SACM Innovations Takeaways

3 Introduction About the Presenter Manager - Service Asset, Configuration and Discovery (SACM-D) Team of Process Analysts and Technical Developers About Sabre US based public company with global footprint About 10K Employees in 66 countries Services and systems support $7 trillion global travel industry 67K connected travel agencies in 144 countries Processes Support over $120B of estimated travel spend >2.6 trillion messages processed in 2015 Business Drivers Towards a Robust SACM Relationships Upstream/Downstream Critical for Change and Incident Management Ownership, Location and Refresh Software Licensing Increasing compliance audits Frequency Fiscal penalties Managing entitlements Identifying legitimate access Virtualization, Cloud, and IT 3.0 (XAAS)

4 SACM at ITSM Adoption - Big Bang on July 30, 2015 Change Management Incident Management Problem Management Request Fulfillment Service Catalog Service Asset and Configuration Management Discovery Agile Adoption SACM by the Numbers at IT Services IT Business Services IT Technical Services Configuration Items 56,917 End User Computing (EUC) Laptops Conference Room Equipment Servers Physical Virtual Cloud Network Equipment ITAM

5 Key SACM Opportunities at Service owners had no access to comprehensive enterprise wide data about the Services they supported. Server data was collected from more than 30 sources across the enterprise. No central, authoritative source of record for the enterprise. ITAM Registry managed by the MSP caused teams to struggle to obtain reliable ITAM data. Annual software compliance true-ups were time consuming, costly and manual. Mitigation Enterprise-Wide Data Availability Service owners had no access to comprehensive enterprise wide data about the Services they supported. Policy Process Toolset Configuration Item owners are responsible for creating, currency and/or modifying defined CIs and attributes. Service Request (SR) creating the services required a variety of approvals. Empowered Service Owners to maintain their Services in the tool.

6 Service Owner Empowerment Service Details Service Details Maintained by Service Owners Owned by Service Description Impact Details CI Contacts Relationships Service Owner Empowerment CI Contacts CI Contacts Owner Approver groups Environments Related Configuration Items Related Incidents Problems Changes

7 Service Owner Empowerment - Approval Process Service Request Catalog Established Approval Process ITSM Group SACM Group Service Taxonomy Business Service Contains Contains Technical Service 2 Technical Service 1 Contains Technical Service 3

8 SACM Taxonomy Contains Business Service Contains Technical Service 1 Technical Service 2 Contains Used by Used by Technical Service 3 Server Server Server Connects to Connects to Network Network Network Network Network Mitigation Enterprise-Wide Data Availability Server data was collected from more than 30 sources across the enterprise. Not stored in any central repository. Policy Process Discovery feeds will populate the CMS and will represent a single source of truth for the Sabre environment. Daily and on demand integration schedules. Toolset Data Source Integration into the ITSM tool.

9 Data Integration and Federation Contacts Groups ITSM Toolset CMDB+ DDMi Services SAM SCCM ESL User List Asset Center Software Models On Demand EUC Active Directory Scheduled ServiceNow Discovery Asset Manager Special Indicators One Time Load Mitigation Enterprise-Wide Data Availability No central, authoritative source of record for the enterprise. Policy Process Toolset A single authoritative SACM process for MSP and Sabre Managed Environments will be maintained. Integration with IT Asset, Incident, Problem and Change Management. ITSM toolset became the authoritative truth.

10 Authoritative Truth CI Summary Related Incidents Related Configuration Items Related Assets Change Records People and Places CI Contacts Knowledge Articles Service Request Catalog Authoritative Truth Server CI Attributes Name Model Serial Number Operating System Version Service Pack Location Company FQDN Hardware Status Install Status Asset (Link) Virtual Flag Asset Tag Critical System Indicator

11 Authoritative Truth CI Relationships Upstream Downstream Authoritative Truth Related CI Data Source Status Most Recent Discovery Requires Verification Host name MAC Address IP Address Default Gateway OS Domain DNS Domain Processor CPU Manufacturer Name Type Speed Count (logl/phycl) Core total Core per socket Threads per core Model # Class RAM (MB) Disk Space Free Used Owned by Company Department Cost Center Enclosure Enclosure bay Rack Elevation OS Service Pack Version

12 Authoritative Truth Related Asset Attributes Asset Tag Name Model Model Category Acquisition Method Created Date Installed Date Source Company Configuration Item Serial Number State Sub-state Assigned to Location Authoritative Truth Change Record to CI CIs Source for Change Record information Business Service Technical Service Affected Configuration Items Servers Load Balancers Aligned with Approver Groups

13 Authoritative Truth Incident Record to CI Configuration Item Correlation ID Name Authoritative Truth Request Fulfillment Automated Process Service Maintenance Business Service Technical Service Ownership Group Maintenance Approver Assignment Request for Enhancements (RFE) Report an Issue Creates and Incident

14 Mitigation ITAM Data Availability ITAM Registry managed by the MSP caused teams to struggle to obtain reliable ITAM data. Policy Process Toolset An asset record will be created for an incoming Configuration Item and synchronized with the asset record. Asset record processes are aligned and executed in conjunction with the Configuration Item. Tool synchronizes attributes of the Asset Record with the Configuration Item. ITAM ITAM Registry Asset Attributes Asset Tag Name Model Model Category Computer Type Asset Type Acquisition Method Created Date Installed Date Source Company Configuration Item Serial Number State Sub-state Assigned to Location

15 ITAM Related Asset Attributes State Assigned to Managed by Owned by Parent Class Location Department Installed Invoice # Cost Vendor PO Number GL Account Cost Center Acquisition Method Lease contract Warranty Expiration Depreciation Effective Date Salvage Value Residual date Residual Value Depreciated Amount Reason Beneficiary Resale price Scheduled Retirement Retired Date Mitigation Software Asset Management (SAM) Annual software compliance true-ups were time consuming, costly and manual. Policy Process Toolset All desktop software must be requested via the centralized processes or tools. Software ordering process integrated into the Service Catalog. Toolset used to compare the SCCM discovered software with the entitlements.

16 SAM Software Ordering Process SAM Software Licenses Name Model State License metric Rights Asset Tag Allocation Condition Assigned Condition

17 SAM Software Licenses Asset Tag License Key Serial Number Owned by Managed by Warranty Expiration date Model Category Assigned to Install date Department Location Purchased date Retired date Acquisition method PO number Vendor Cost Cost center Assigned to Active Department Team Takeaways Steady State Establish specific terminology for the new steady state Confusion between Assets and Configuration Items Needed to clearly differentiate since a group was responsible for ITAM IT Operations was responsible for Configuration Items Data in the Configuration Management System (CMS) is Valuable to the enterprise Vulnerability assessments Archer Pull Engage other areas with vested interests e.g. Procurement, security, etc.

18 Takeaways - Integrations Integrating multiple external data sources is complex Primary keys must be established so all data is coalesced accurately SACM process support team must be knowledgeable with Change, Incident, and Problem Management SACM is the glue that holds these processes together Convergence of data in a single source of truth requires a technical approach with intimate knowledge of the ITSM tool. It is just adjusting processes and workflows. Relationships are key Define them and you have an upstream and downstream view Critical for avoiding collisions with Change Records Quicker MTTR. Takeaways Empower your Service Owners Adopt a Service Owner/Service Manager management model Empower the individuals Maintain their services Descriptions Impact Relationships Participate in frequent sessions with the Service Owners

19 Thank you for attending this session. Please don t forget to complete an evaluation for this session! Evaluation forms can be completed electronically on the FUSION 16 Conference App.