Managing Change in Critical IT Infrastructure

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1 Managing Change in Critical IT Infrastructure David Cuthbertson Managing Director Square Mile Systems Ltd

2 Housekeeping Fire evacuation Toilets Refreshments 11:00 Mid morning break 12:30 Lunch Mobile phones Square Mile Systems 2 2

3 15 Years Ago.

4 Agenda Introduction & Square Mile Overview Implementing and Maintaining a Successful CMDB Paul Dixon, Lloyds Banking Group Enhancing the Support Service Experience Barry Horgan, Ashraff Khan, Excel IT Reducing Spreadsheet Chaos and Visio Overload David Cuthbertson, Square Mile

5 A Few Questions 1. Who has created or viewed more than 10 Visio diagrams this year? 2. Who typically documents inventory data in Excel and diagrams in Visio? 3. Who has had a Visio training course in the last 3 years?

6 Square Mile Background Develop the AssetGen toolsets, training and techniques for operational management of complex IT infrastructure UK based, customers worldwide - mainly finance and outsource/hosting Focus areas Data center & connectivity management Automated documentation techniques Change impact analysis Infrastructure visualisation using Visio Training Data center management practices System mapping techniques Visio techniques and automation Business Processes Departmental, Company Services End user, infrastructure, supplier Applications PC, server, mainframe, SOA Virtual Infrastructure PCs, Network, Servers, Storage, DBMS Hardware Infrastructure PCs, Network, Servers, UPS, Storage, Other Fixed Infrastructure (Cabling, Power, Cabinets, Rooms, Buildings) Infrastructure

7 Managing Change Managing change in critical IT Infrastructure Managing culture, processes and support systems Change systems, projects / tasks, operations Critical risk to business functions / processes IT Infrastructure - servers, software, power, cabling

8 Common Change Issues Time Cost Risk Identifying faults and risks Discovery, site survey, workshops Communication across teams Discovery / audit effort Duplicating resources Communication across teams Identifying change impacts / risks Individual / team overload Communication across teams SVR-BHAM Business Processes Departmental, Company Services End user, infrastructure, supplier Applications PC, server, mainframe, SOA Virtual Infrastructure PCs, Network, Servers, Storage, DBMS Hardware Infrastructure PCs, Network, Servers, UPS, Storage, Other Fixed Infrastructure (Cabling, Power, Cabinets, Rooms, Buildings)

9 Infrastructure Change Support It s common sense that you should know what is in your IT infrastructure, how it is configured, how it works So planning changes is easy Fault diagnosis is quick To optimise infrastructure resources To check with other information

10 In ITIL V3 - The CMS Concept Presentation Layer Portal Change& Release View Asset Mgmt View Config Life-cycle View Technical Config View Quality Mgmt View Service Desk View Business Impact View Compliance View (Cobit) Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate Knowledge Processing Layer Information Integration Layer Data & Information Sources & Tools Query & Analysis Reporting Performance Mgmt Modelling Monitoring Project Doc Filestore Project Software Customer/User Service Application Infrastructure mapping Service Portfolio Service Package Integrated Asset & Config Service Change Service Release Common Process Scheme Meta Data Reconciliation Synchronisation Extract, Load Mining Definitive Media Library Federated CMDBs Data Integration Discovery Asset Mgmt & Audit Tools Software Config Mgmt Platform Config Mgmt Enterprise Apps

11 But. Does the CMS/CMDB Make it easy to find equipment and connectivity? Produce the project and operational diagrams we need? Identify spare and underused racks and infrastructure? Provide appropriate lists and diagrams to suit projects/ops? Have a user interface that makes it easy for users? What is practical and realistic? Paul Dixon Lloyds Banking Group Barry Horgan / Ashraff Khan Excel IT Hosts/Services/Systems mapping Infrastructure tasks/projects

12 Avoiding Excel & Visio Chaos Infrastructure is complex The risk of disruption increases with complexity How do you manage complexity?

13 Avoiding Excel and Visio Chaos

14 Why Infrastructure Configuration Management? Time Reducing project and change delivery times Identifying faults and recovery risks Providing management information / evidence of control Cost Reduce workload on project teams site survey, discovery Identify consolidation / resource utilisation opportunities Operational management change/incident/reporting/billing Risk Individual / team overload due to experience/skill set Identify change impacts / risks Communication across teams

15 PROLIANT A A A A A A A A A 0 0 A A A A A A A A A A 0 1 A A A A A m ic r os ys t em s 1120 m ic r os ys t em s 1120 m ic r os ys t em s 1120 m ic r os ys t em s WARNING: DRIVE SURFACES MAY BE HOT ALLOWTO COOL BEFORE TOUCHING Can We Put A Server Here? FRONT UK_BIRM_UX08 UK_BIRM_UX07 UK_BIRM_UX06 UK_BIRM_UX05 SVR-BHAM Cable Mgmt PP PWR01-07-B PWR01-07-A

16 PROLIANT m ic r os ys t em s WARNING: DRIVE SURFACES MAY BE HOT ALLOWTO COOL BEFORE TOUCHING A A A A A A A A A 0 0 A A A A A A A A A A 0 1 A A A A A m ic r os ys t em s 1120 m ic r os ys t em s 1120 m ic r os ys t em s 1120 Can We Put A Server Here? FRONT UK_BIRM_UX08 Technical Space Weight Power Cooling Connectivity UK_BIRM_UX07 UK_BIRM_UX06 UK_BIRM_UX05 SVR-BHAM Cable Mgmt PP PWR01-07-B PWR01-07-A Business Function Location Cost Capacity Risk

17 And Afterwards Document the Change! 1. Update asset/inventory list 2. Update rack diagrams 3. Update network patching records 4. Update switch port usage and capacity 5. Update floor plan capacity view 6. Update power usage spreadsheet(s) 7. Update server recovery plans 8. Update storage / backup system documentation. Update systems architecture documentation 10. Update DR plan 11. Update maintenance records 12. Update change records 13. Update project documentation with the as built details What? Where? Who? When? How? Why?

18 Basic Information Needs 1. What we have and what we have planned for 2. Where a device or component is 3. The current attributes or parameters Technical, process data, organisation, commercial 4. How it is built chassis/card/modules 5. What a device connects to 6. How it connects LAN/WAN/SAN/KVM/Voice/Power 7. What changes to devices or data sets have occurred 8. What it does. Presented in views that explain the configuration Form, list, report, physical / logical / build / service diagram

19 UK_BIRM01_BLADE-05 UK_BIRM01_BLADE-04 UK_BIRM01_BLADE-03 UK_BIRM01_BLADE-02 UK_BIRM01_BLADE-01 BLADE-BIRM01.BLADE-SW2 BLADE-BIRM01.BLADE-SW1 UK_BIRM01_BLADE-12 UK_BIRM01_BLADE-10 UK_BIRM01_BLADE-0 Different views of a server NTU-TEST03 Claims Processing Accounts Receivable Accounts Payable Payroll RTR-BHAM-01 Rack Position Payment Module Accounts Module Sage Payroll NTU-BHAM-01 ACCOUNTS PAYROLL PP PWR01-02-B Floor Plan PWR01-02-A BLADE_BIRM01 H/W Build SVRWIN001 Service impact UK_BIRMCC_PDU1 SW-BHAM- CORE1 SW-BHAM- CORE2 PWR01-03-A PWR01-04-A PWR01-05-A PWR A PWR01-07-A SW-BHAM-01 SW-BHAM-03 SW-BHAM-06 SW-BHAM-05 SW-BHAM-04 SW-BHAM-02 UK_BIRM_UX01 UK_BIRM_UX02 UK_BIRM_UX0 UK_BIRM_UX10 UK_BIRM_UX03 Power UK_BIRM_UX05 Impact UK_BIRM_UX07 UK_BIRM_UX04 UK_BIRM_UX06 UK_BIRM_UX08 PWR01-03-B PWR B PWR B PWR B PWR B LAN, SAN Connections UK_BIRM_UX01 UK_BIRM_UX02 UK_BIRM_UX0 UK_BIRM_UX05 UK_BIRM_UX03 UK_BIRM_UX06 UK_BIRM_UX07 UK_BIRM_UX04 UK_BIRM_UX08 UK_BIRM_UX10 UK_BIRMCC_PDU2

20 Take a server and document it fully Hardware build Software build Asset / contract details Software configuration Performance monitoring Recovery documents Applications Services Rack position Network Connections Power Connections Storage Configuration

21 But.. Infrastructure complexity Scale and scope local, end to end Understanding risk and dependencies Maintaining diagrams network, power, application, space Duplication and overlap of infrastructure data Multiple toolsets, spread sheets and diagrams Distraction - autodiscovery/cmdb/integration How to change Knowing the starting point process, data, benefits Reduce data sets and maintenance effort Change skills, work process and culture

22 Infrastructure Configuration Recovery Risk/ Plans Application Software System Architecture Service Architecture SERVERWIN0001 Supplier Customer Network Hardware Config Software Config Monitoring Asset Financial KVM Power Storage Location

23 Documentation Too Much Effort? Lifecycle Design Bid Project Build Handover Operate MACD Controls Risk management AssetGen Limited 23 I m still around! Formats Paper Word Excel Visio CAD Databases Monitoring systems Data centre toolsets Cable management Internal web portals Work flow/service desk Test results And so on.

24 Why is Infrastructure CM Different? Standard naming and conventions Fixed infrastructure Active components Connectivity power, network, SAN Multiple outputs from a few sources Rack and floor management Capacity management space, power, connectivity Visual views, rack, network, power, system Inventory and asset management Service and system mapping Reduce multiple data sets to a reduced set Project, operations, risk, asset, audit, platforms

25 Automation (1) Don t look back Buildings & Locations Fixed Infrastructure Racks, cabling, power Inventory Connectivity Presentation 2. Reduce Data Sources Excel Visio Word Excel Visio Excel Visio Word Word Word Excel Excel Excel Word Visio Visio Excel Excel Trusted sources Visio Word Excel AssetGen Limited 25

26 Automation (3) 3. Use Existing Toolsets More Effectively Lists/Inventory Diagrams Examples Excel Visio Inventory to rack layout Inventory to network diagram Rack list to floor plan Power usage to floor plan Database Visio Application list to service map Switch links to network diagram AssetGen Limited 26

27 Automation (4) Specialist Toolsets Physical Changes Location and position Resource reservation for projects Physical connectivity Audits and manual data gathering Impacts and dependencies Adds, moves and changes Trusted sources Discovery systems Monitoring tools Service desk CMDB Spreadsheets risk, contracts Recovery plans Project handover db Excel Visio Word Updates Updates References AssetGen Infrastructure Management Outputs Typical Outputs Capacity management space, power, connectivity Change impact analysis impact, risk, auditing Excel Visio Visio Visio Inventory extracts Custom reporting Physical plans Floor and rack diagrams Topology diagrams Networks, power, storage System & Architecture Maps ITIL services, applications AssetGen Limited 27

28 Automation (5) Change The Work Flow Design Build Test Update Q. When would a rack diagram be updated with the position of a new server? Q. When would patching records be updated for it s network connections? Q. Who would update the documentation? AssetGen Limited 28

29 Implementing Infrastructure CM You could define your own approach but will be limited by Authority Experience Technical qualifications Best communicators available Management information So you should adopt a pragmatic approach Look for quick wins that all understand The first steps are often setting standards so they ll take longer Create a POC that shows the benefits as soon as possible Selective use of advisors, training, workshops, tasks It doesn t have to be perfect, just better!

30 AssetGen Technology Business Processes Departmental, Company Services End user, infrastructure, supplier AssetGen SysMap Applications PC, server, mainframe, SOA Virtual Infrastructure PCs, Network, Servers, Storage, DBMS AssetGen Connect Hardware Infrastructure PCs, Network, Servers, UPS, Storage, Other Fixed Infrastructure (Cabling, Power, Cabinets, Rooms, Buildings) SQL Server platform AssetGen Limited 30

31 AssetGen Connect/SysMap Versions Desktop Version Multi-User Server Version Visio Connect Professional Visio Connect Professional Web Browser PC PC PC MS SQL Database MS SQL Database Connect Web Application Windows Server AssetGen Limited 31

32 UK_BIRM01_BLADE-05 UK_BIRM01_BLADE-04 UK_BIRM01_BLADE-03 UK_BIRM01_BLADE-02 UK_BIRM01_BLADE-01 BLADE-BIRM01.BLADE-SW2 BLADE-BIRM01.BLADE-SW1 UK_BIRM01_BLADE-12 UK_BIRM01_BLADE-10 UK_BIRM01_BLADE-0 Automated Infrastructure Views Using Visio Claims Processing Accounts Receivable Accounts Payable Payroll NTU-TEST03 Payment Module Accounts Module Sage Payroll RTR-BHAM-01 Rack Position ACCOUNTS PAYROLL NTU-BHAM-01 Floor Plan PP PWR01-02-B PWR01-02-A BLADE_BIRM01 H/W Build SVRWIN001 Service impact UK_BIRMCC_PDU1 SW-BHAM- CORE1 SW-BHAM- CORE2 PWR01-03-A PWR01-04-A PWR01-05-A PWR A PWR01-07-A SW-BHAM-01 SW-BHAM-03 SW-BHAM-06 SW-BHAM-05 SW-BHAM-04 SW-BHAM-02 UK_BIRM_UX01 UK_BIRM_UX02 UK_BIRM_UX0 UK_BIRM_UX10 UK_BIRM_UX03 Power UK_BIRM_UX05 Supply UK_BIRM_UX07 UK_BIRM_UX04 UK_BIRM_UX06 UK_BIRM_UX08 PWR01-03-B PWR B PWR B PWR B PWR B Network Connections UK_BIRM_UX01 UK_BIRM_UX02 UK_BIRM_UX0 UK_BIRM_UX05 UK_BIRM_UX03 UK_BIRM_UX06 UK_BIRM_UX07 UK_BIRM_UX04 UK_BIRM_UX08 UK_BIRM_UX10 UK_BIRMCC_PDU2 AssetGen Limited 32

33 Service Desk CMDB Integration CI Details Incidents Changes etc Parent/ Child Impact 1. Visio Service Maps 2. Multilevel Impact 3. Multi- CI Impact 4. Excel Batch Query 5. External Toolset links User Interface Enhanced CMDB Information Service Desk (Remedy, SM7, Peregrine etc.) Visio SysMap Professional MS SQL Database SysMap Web Application AssetGen SysMap Service Desk CMDB Offline CMDB copy Other mappings - flow, etc AssetGen Limited 33

34 Reducing Infrastructure Data Sources Coordinated database, multiple viewpoints Services Software Servers Storage Cabinets Networks Cabling Power Voice Capacity and connectivity reports Change impact analysis and audit trails Excel Visio Visio Visio Spreadsheet outputs Service maps LAN/SAN/WAN/Power diagrams Rack, floor plans

35 Connect Professional Licensing (1) Desktop Server Number of Users 1 Many Up to 500 Devices Up to 1000 Devices Up to 2000 Devices Unlimited no. of Devices Single building Campus many buildings Unlimited many sites AssetGen Limited 35

36 SysMap Professional Licensing Desktop Server Number of Users 1 Many Up to 300 CIs Up to 1000 CIs Up to 3000 CIs Unlimited number of CIs AssetGen Limited 36

37 Infrastructure Configuration Management It s common sense that you should know what is in your IT infrastructure and how it is configured It s not difficult if you use the techniques we ve shown today

38 Additional Material AssetGen Connect AssetGen SysMap Data Center & Infrastructure Management System mapping for change / risk control How to videos, datasheets, etc. Training courses Technical / management aspects of data centers White papers Capacity, visualisation, change impact Conference papers BICSI, ITSMF, BCS-CMSG

39 Infrastructure Configuration Management David Cuthbertson Square Mile Systems Ltd +44 (0)

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