An Asset Management Implementation. Best Practice and Migration to CMDB

Transcription

1 An Asset Management Implementation Best Practice and Migration to CMDB 9/5/2006

2 Asset Management Best Practice Implementation Introductions What is a Best Practice? What is IT Asset Management? Background/Business Perspective Existing Functionality Enhancements: Building the Relationships Structure of Discovery Tracking Changes Preparing to Migrate to CMDB Benefits Summary 2

3 Introductions and Definitions Mike Campbell Dev Technology John Marshall Dev Technology Definitions BMC Remedy Asset Management Module CMDB (configuration management database) Asset in the Asset Management Module (inventory) ITSM (Information Technology Service Management) ITIL (Information Technology Infrastructure Library) 3

4 What is a Best Practice? Clarity* Consistency* Credibility* How do those relate to Asset Management best practices? What is it? What you are going to do to it? Everybody believes what you did was right and accurate (golden egg)! *Pink Elephant Pink Link 4

5 What is IT Asset Management? A Discipline May Include: Finances Contracts Lifecycles Inventory Everybody does this Software licenses Almost nobody does this Vendors Procurement Leases Warranties Cost Accounting 5

6 Background/Business Perspective Managed Service Contract Seat price for all IT services DOJ entity Full ITSM implementation, started with focus on HD, 6 weeks for entire implementation Billing and Refresh forced a robust Asset system Asset Module allows us to build business relationships Billing requires a partnership between customer and IT on accuracy of data We have continually modified our Asset Module to meet the needs of what a CMDB would do for us/exploited data Provided a conduit for communication between customer and business advantage. 6

7 Asset (What to Track & Building Relationships in Asset) CTI* Nothing more than what it is! Tier 1, Tier 2, Tier 3, Tier 4, (infinity in release 11.0) Locations Where it is! People Associated to Applications* And a relationship Applications Associated Servers* Billing Catalog* (in inventory assets) PO/PR COTS Licenses 7

8 Existing Functionality Assets associated to people show up on HD tickets Critical when dispatching FE to a location People associated to applications Automate the process Applications are associated to servers Servers are assets with rolled-up associations First step to successful CMDB relationships Have we kept our clarity? 8

9 Making Applications Assets Functionality exists in almost all asset tools! Why don t more organizations use it? 9

10 Association of People to Assets Using existing functionality, associate users as they receive the application On the Asset form, there is a People tab, which will allow you to build that relationship When an application goes down, you will immediately know who was impacted Ok, you hate screen shots. But using an Asset Management tool, versions 5.5, 5.6, 6.0, 7.0, have you kept your CONSISTENCY YES, except for maybe class structures 10

11 Existing Functionality (Cont d) Using the Related Items tab on the Asset Record form Relate the applications to the server CTI This can be done manually from the Asset form or through an automated process of existing functionality Users Impacted field on Asset Record is a total of users associated to each application TOOL has to be able to keep the clarity, consistency and credibility 11

12 Existing Functionality - With Some Help My last screen shot, I promise. But we have kept our What it is and the relationships it holds. 12

13 Existing Functionality - Tweaking What is There! First three can be done Who does it? Why not? Billing Purchase Requisitions Purchase Orders Related Items (CMDB relationships) People* 13

14 Functionality that Contributes to Asset Management Billing Major user of Crystal Reports 100% from Asset Records Seat price is driven by desktops/laptops that are deployed If a user is assigned two laptops, that is two seats 14

15 Enhanced Functionality Best Practice to integrate feeds to compare asset data Second step to successful CMDB Reconciliation Tivoli connection and other Federated data Configuration Management Workflow identifies issues to management Other Asset (BMC) connections; compare to multiple sources 15

16 Asset Adjudication - Credible Sources Asset in place, we can track our changes via tickets (fix what is found in reconciliation); small pieces at a time Third step to successful CMDB eyes on May need to change if data isn t what was expected May need to check the source of the data May need to change relationships and or CDM (common data model) 16

17 Bringing a Discovered Source into Asset - Tivoli Had to be from a source our client would recognize as credible Didn t use the virtual solution Brought data in on a nightly basis (perl) Ran workflow to compare Tivoli data to itself (existing data set) Update Assets from Tivoli data based on Remedy work flow 17

18 Summary - What We Did Took existing functionality and used it to enhance customers processes Built asset functionality when necessary Extensive use of Mid-Tier 6.3 (Remedy Browser) to see Assets Use own dataset ID to allow data to be reconciled when we go to CMDB (will change the script that pulls data from Tivoli) 18

19 Summary - What We Did The Process Implemented Asset Module Forced use of applications and software as an asset Built relationships Built Tivoli tables in Remedy Used Remedy API and Perl to bring data in Built workflow from Asset team rules Modified our records as appropriate Confirmed accuracy of changes (reconciliation) Evaluated our migration to CMDB-reuse 19

20 Summary Why We Did It Minimal investment of our time to properly track assets IT costs are enormous. Aligning with the business, customer perceives we have more value added. Become a service aggregator Doesn t matter if it is an application, software or hardware, we can tell the status and impact Dispatch of Field Engineers Critical they get the IMAC right the first time with accurate data Critical to create end-to-end service paradigm, focusing on what we delivered and not the hardware Trying to realize nobody cares if a server goes down in the middle of the night, if there are no users impacted fix it in the morning 20

21 Summary - Why We Did It (Cont d) Strong Asset Module is close to a CMDB ITIL needs CMDB in some form More asset information we possessed prior to migration to CMDB, better prepared, we THINK Aligns with ITIL benefits Customer satisfaction Reduced risk Reduced costs (maximized use of existing functionality) Better communication (know what is impacted during outage) Standards are agreed upon (business rules) Greater productivity/more experience with asset information Quality approach we know who did what, when, and how to correct (no golden egg, but we know what happened) 21

22 Summary Why We Did It Common sense Right thing to do Train was moving QUESTIONS? 22