Session 2.9: Tivoli Process Managers

Session 2.9: Tivoli Process Managers

Marcus Boone Market Manager

Agenda IT Challenge and IT Service (ITSM) Strategy ITSM Architecture and Design Process Managers Change Configuration Release

IT Service is the Optimal Intersection of People, Process, Information and Technology Desktop Experts and Tools Network Experts and Tools Application Experts and Tools Database Experts and Tools Server Experts and Tools Mainframe Experts and Tools Storage Experts and Tools Availability Change Service Level Change Security Technology Integrated Virtualized Role Based www People Interconnected Productive Information Lifecycle Release Information Standardized Federated Secure Process Based on Best Practices Automated Customizable Effective and Efficient Delivery of IT Services in Support of Business Goals

A Comprehensive Approach to IT Service IBM IT Service IT CRM & Business Service Delivery & Support Service Deployment Information Business Resilience IT Process Products IT Service Platform Change and Configuration Database (CCMDB) IT Operational Products Best Practices Business Application Server, Network & Device Storage Security IBM Tivoli Unified Process (ITUP) Open Process Automation Library (OPAL) IBM Global Technology Services Ecosystem of System Integrators and Business Partners

Agenda IT Challenge and IT Service (ITSM) Strategy ITSM Architecture and Design Process Managers Change Configuration Release

IT Service Architecture Process Managers Process Process Specific Specific Tasks Tasks Common Process monitor Reporting Engine Look and Feel Task Flow Configure policy Integrated User Interfaces Color Legend Green = CCMDB Yellow = Process Managers Configuration & Change Process Runtime Environment & Services Data Subsystem Reconciliation Data Normalization Discovery Library ---.- -.- ---.- ----.- -.- ---.- ==.= ----.- -.- -.- ==.= -.- ==.= ----.- -.- Data Federation ---.- ----.- -.- ==.= -.- Agentless Discovery Release CMDB Process Availability Storage Integration Adapters Integration Modules Functional interfaces ---.- ----.- -.- ==.= -.- Operational Products (IBM & 3 rd party) IT Infrastructure, Transactions, Users, and Business Processes

Integration Module Architecture Glue between ITSM processes and Operational Products (OMPs) While DLAs provide data integration, IM s provide functional integration. More for synchronous interactions Two-way adapters Can listen to and respond to events Implement Logical Operations (LMO) IM 1 Tivoli Provisioning Manager LMO Interface Integration Module Integration Module Tivoli Configuration Manager OMP 1 OMP 2 IM 2

Agenda IT Challenge and IT Service (ITSM) Strategy ITSM Architecture and Design Process Managers Change Configuration Release

Important Process Manager Concepts IT SERVICES Web Hosting IT PROCESSES IT PROCESSES Change ACTIVITIES ACTIVITIES ACTIVITIES ACTIVITIES Assess Change Impact TASKS TASKS TASKS TASKS TASKS Assess Network Impact

Change Process Manager (in CCMDB) Create & Submit RFC Accept and Classify Change Assess Change Change Approve and Schedule Change Coordinate Change Implementation Distribute and Install Non-Release Change Review and Close Change RFC Group Software Server RFC Type Deploy App Upgrade App Deploy OS Analyze relationships Activity Workflow Templates 4 5 Analyze software pre-reqs Integration Module 6 1 Deploy Patch Key Concepts: 1. RFC Types 2. CIs & Relationships 3. Discovery Adapters 4. Tasks 5. Workflow templates 6. Integration Modules 2 Configuration & Relationships CMDB TCM 3 TCM Discovery Adapter TCM Deploy app

Change Extended for Storage Create & Submit RFC Accept and Classify Change Assess Change Change Approve and Schedule Change Coordinate Change Implementation Distribute and Install Non-Release Change Review and Close Change RFC Group Software Server RFC Type Deploy App Upgrade App Deploy OS Deploy Patch Analyze storage relationships Activity Workflow Templates 4 5 Analyze unused files Integration Module Integration Module 6 1 Storage Request Storage Cleanup Storage Storage Mgmt adds: 1. New RFC Types TPC TCM Deploy app TPC Provision storage 2. New CIs & Relationships 3. New Discovery Adapters 4. New Tasks 5. New workflow templates 6. New Integration Modules 2 Configuration & Relationships CMDB Storage Discovery Adapter 3 Storage Process Manager is the package of items in purple. Similar model for other resource types: Server Network Service SAP Oracle WAS

ITSM Interface ITSM Interface Workflow Activities At-a-glance details Tasks and activities by role Tabs with additional information

Process Managers allow easy process modification Simple Portal UI to modify the flows directly in the Process Managers Add, edit, delete, reorder tasks Easy to modify flow and save as new templates (no programming needed) Leverages library of implemented task types

Enhancing Change at Each Step Change Change Process Process Accept & classify change Assess change Approve & schedule change Coordinate change implementation Distribute & install nonrelease change Review & close change Different workflows for different change types encourages process adherence Improved collaboration & visibility into relationships leads to better decision making Maintain visibility into pending changes that effect IT infrastructure Manage policy windows in TAMOS to limit unauthorized changes Integrate with OMPs or Release Process Manager to automate tasks View and verify what changes are made to the infrastructure Future OMP Integration

Agenda IT Challenge and IT Service (ITSM) Strategy ITSM Architecture and Design Process Managers Change Configuration Release

Working With Data In the CMDB Configuration provides several ways to access and visualize the CMDB data through the CCMDB UI Capabilities include Searching Viewing Graphical Topology Reporting

Topology and CI details for Configuration Claims Processing Application

Identify configuration changes 1) 1) Select Select change change history history window window to to identify identify changed changed components components in in any any application application 2) 2) Changed Changed CIs CIsare are easily easily identified identified 3) 3) View View detailed detailed history history of of the the changes changes by by attribute attribute

Audit Configuration Items via Comparison Enables Enables easy easy comparison comparison of of like like CIs CIsto to a master master copy copy Dissimilar Dissimilar attribute attribute values values are are highlighted highlighted

Reporting Predefined reports Predefined Reports Configuration Inventory & Asset Related Change RFC report Release Process metrics

Agenda IT Challenge and IT Service (ITSM) Strategy ITSM Architecture and Design Process Managers Change Configuration Release

What is a release? ITIL Definition: A release is a collection of related authorized changes to an IT service which are tested and introduced into the live environment together From an ITRPM perspective, a release is also an instance of a given process chosen to perform the changes. It also contains all the history of the tasks, approvals, documents, details in general that are necessary to implement the changes RFCs Release xyz Process Templates Patch Upgrade Application Version Upgrade OS Version

Release Process Release Process: Ability to plan and oversee the successful roll-out of new and changed software and associated hardware, including documentation. Large rollouts Rollouts of related sets of changes Implements approved changes Ensures success of distributed software and hardware deployments

Release Process Solution Quickly Leverage Best Practices Process Reduce latency, improved coordination Repeateable and automated actions will reduce release errors Improve capacity to handle more releases with fewer business interuptions Process Automation Release Process: Best Practices Process for process auditing and task coordination Task Automation Create Software Package OS Patches Middleware Applications Prepare for network, storage and other configuration changes Provision test systems with clean software stack Deploy new release to test systems Deploy Software Package Execute pre-install configuration changes Install software Reboot machines Assign IP Address Configuration Manager

Benefits of Tivoli s Release Solution Integrated and automated processes more effectively manage the review, approval, and deployment of approved IT releases CIOs can ensure that customer service level expectations are met. Increase the productivity of personnel responsible for managing and deploying approved releases, by: Reducing cycle time required the deploy changes and releases. Improving service quality due to a greater success rate of releases and reduced business disruption. Improving ability of organization to handle large numbers of changes within Releases.

Thank You

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