CMDB in Fortum. Jukka Rautakallio Wakaru Marskin aamiaisseminaari Corporate IT / Jukka Rautakallio

Transcription

1 CMDB in Fortum Jukka Rautakallio Wakaru Marskin aamiaisseminaari 1

2 Presentation Content Fortum as a Company IT Processes and Governance in Fortum CMDB Structure (What) CMDB Content Ownership (Who) CMDB Principles (How) CMDB Update (Where) CMDB Update (When) CMDB Controls CMDB Strategy (Why) CMDB, How do we do it? 2

3 More than 100,000 shareholders Power and heat company in Nordic countries, Russia, Poland and Baltics Listed at the Helsinki Stock Exchange 1998 Among the most traded shares in Helsinki stock exchange Market cap ~14 billion euros Households 7.6% Financial and insurance institutions 3.2% Other Finnish investors 9.7% Finnish State 50.8% Foreign investors 28.7% 30 November

4 Our geographical presence today Nr 1 Nr 1 Nr 2 Nr 2 Heat Distribution Power generation Electricity sales Great Britain Power generation 1.2 TWh Heat sales 2.1 TWh Nordic countries Power generation Heat sales 53.1 TWh 17.2 TWh Distribution customers 1.6 million Electricity customers 1.2 million Russia Key figures 2011 Sales EUR 6.2 bn Operating profit EUR 2.4 bn Personnel 10,800 OAO Fortum Power generation 17.4 TWh Heat sales 26.7 TWh TGC-1 (~25%) Power generation Heat sales ~7 TWh ~8 TWh Poland Power generation 0.6 TWh Heat sales 4.3 TWh Baltic countries Power generation 0.4 TWh Heat sales 1.1 TWh Distribution cust. ~24,000* * Distribution business sold Jan 1,

5 Power Division consists of Fortum s power generation, physical operation and trading as well as expert services for power producers. Heat Division consists of combined heat and power generation (CHP), district heating and cooling activities and business-tobusiness heating solutions. Russia Division consists of power and heat generation and sales in Russia. It includes OAO Fortum and Fortum s slightly over 25% holding in TGC-1. Electricity Solutions and Distribution Division is responsible for Fortum's electricity sales and distribution activities. It consists of two business areas: Distribution and Electricity Sales. 5

6 Presentation Content Fortum as a Company IT Processes and Governance in Fortum CMDB Structure (What) CMDB Content Ownership (Who) CMDB Principles (How) CMDB Update (Where) CMDB Update (When) CMDB Controls CMDB Strategy (Why) CMDB, How do we do it? 6

7 Fortum IT structure Corporate Centre IT (47) Business Divisions Power Heat ESD Russia Div IT (29) Div IT (19) Div IT (32) Div IT Service Units Corporate IT Services (CITS) Corporate Financial Services (CFS) SU IT (60) SU IT (18) 7

8 Fortum IT, Key Figures (excluding Russia) service desk tickets per month application support tickets per month 200 change requests for HP per month 350 other changes per month workstations (Fortum standardised) user accounts in Fortum AD 270 applications 200 software servers (630 physical, 790 virtual) network devices 290 site connections 870 user accounts in ARS (ITSM + CMDB tool) 40 vendors are using ARS 8

9 Service Catalogue for Users 9

10 Fortum IT model (Providers, Services, EndUsers) 20 Personal Services for Users (Workstations, Remote access, Files, ) Enterprise Applications ( , Intranet, HR, Financials, ) Service Unit IT Application vendors, other vendors 30 Infra Services for Div/SU IT (Server capacity, Storage, Backups, NW connections, ) Business Applications (Planning, Maintenance, Traiding, Invoicing, ) Division IT Application vendors, other vendors CITS Infra Unit HP (as Infra outsourcing partner), Network operators, HW vendors, 10

11 Structure of IT Service Management in Fortum CUSTOMER = Business Divisions and Functions Requirements for IT Service Level Agreement (SLA) IT Services SERVICE PROVIDER = Div IT, CITS, CFS IT, HR IT, Trading IT Requirements for infra Requirements for "non-infra" Operational Level Agreement (OLA) Underpinning Contracts (UC) Technical Services SERVICE PROVIDER = CITS Infra Team Vendor 1 Vendor 2 HP HW Vendors Datacom Operators Vendor 2 11

12 IT Services Lifecycle managed with IT Processes Business Applications Enterprise Applications Cloud Applications Personal Services Accounts and Access Messaging Videoconferencing Workstations, PDAs Office Communicator Printing, Files Internet Access Technical Services Active Directory Antivirus Network WAN Network LAN Network WLAN Corporate Bus DHCP, DNS, SCCM Service Portfolio Mgmt Business Demand Mgmt Change Mgmt Service Build Service Validation and Testing Release Mgmt Service Level Mgmt Event Mgmt Access Mgmt Service Request Mgmt Incident Mgmt Problem Mgmt Availability Mgmt Capacity Mgmt 12

13 Evaluate/Estimate/Plan/Build/Test/Implement/Operate/Retire New IT Service Service Build Business Demand Mgmt (Identify and Manage Requirements and Opportunities for IT, related to business, regulations, vendors, technology, ) Service Level Mgmt Event Mgmt Access Mgmt Service Request Mgmt Incident Mgmt Problem Mgmt Availability Mgmt Capacity Mgmt Existing IT Service Change Mgmt Service Validation and Testing Release Mgmt 13

14 Main ITSM Roles after Release2Production Business Business IT System Owner Business Manager(s) System Manager System Main Users System Admins CCB CAT (if needed) IT Service 1 IT Service n Customer Cooperation Board (CCB) CCB is required and defines mandate for Service Provider (System Manager) Makes decisions related to lifecycle of IT Service Approves budget, service levels (SLA), access rights document, backup & recovery plan document Nominates CAT(s) to assist CCB if necessary Change Advisory Team(s) (CAT) Define requirements for the IT Service, plan and prepare changes, propose budget, coordinate testing etc. System Manager Responsible for providing the IT Service as defined by CCB 14

15 Presentation Content Fortum as a Company IT Processes and Governance in Fortum CMDB Structure (What) CMDB Content Ownership (Who) CMDB Principles (How) CMDB Update (Where) CMDB Update (When) CMDB Controls CMDB Strategy (Why) CMDB, How do we do it? 15

16 CMDB Structure All things, which have a relevant relation (of any kind) to IT Service 16

17 CMDB Structure 17

18 CMDB Content 18

19 Server relations in the CMDB LOGICAL APPLICATION Application ID Logical Application 1 APPLICATION INSTANCE Instance ID LA 1 Development Env. LA 1 Production Env. LA 1 Testing Env. SERVER SERVICE Server Service ID SQL Instance SQL DB1 SQL DB2 Citrix Virtualised Application Application Service LOGICAL SERVER Server Name FIESPC2162 ESPS2202 FIESPV2908 FIESPS

20 Presentation Content Fortum as a Company IT Processes and Governance in Fortum CMDB Structure (What) CMDB Content Ownership (Who) CMDB Principles (How) CMDB Update (Where) CMDB Update (When) CMDB Controls CMDB Strategy (Why) CMDB, How do we do it? 20

21 CMDB Content Ownership System Manager CIO Office 21

22 Organisation roles related to CIs CI Owner: Reason why this CI exists Accountable for the lifecycle of the CI CI Manager: Manages CI throughout the lifecycle of CI Typically managing CI on the behalf of the CI Owner CI Asset Owner: CI related assets are in the balance sheet of this organistation Typically hardware or lisencies related to the CI 22

23 Presentation Content Fortum as a Company IT Processes and Governance in Fortum CMDB Structure (What) CMDB Content Ownership (Who) CMDB Principles (How) CMDB Update (Where) CMDB Update (When) CMDB Controls CMDB Strategy (Why) CMDB, How do we do it? 23

24 CMDB Principles Up-to-Date in any given moment ( What you see is what we have ) Clear content ownership Can be trusted Image Only trusted sources for Integrations Data quality quarantee for new CIs Only one truth can exist 24

25 Presentation Content Fortum as a Company IT Processes and Governance in Fortum CMDB Structure (What) CMDB Content Ownership (Who) CMDB Principles (How) CMDB Update (Where) CMDB Update (When) CMDB Controls CMDB Strategy (Why) CMDB, How do we do it? 25

26 CI Identity is created as follows Created in Vendor CMDB (HP CMDB, ) LOGICAL SERVER Server Name SERVER SERVICE Server Service ID SERVER GROUP Server Group ID Created in the servers (SQL Databases, Citrix Publications) SERVER SERVICE Server Service ID USER ID Login (5+3) Created in the AD CLIENTS Client ID LOGICAL APPLICATION Application ID APPLICATION MODULE Module ID Created in ARS CMDB APPLICATION INSTANCE Instance ID INTEGRATION Integration ID LOGICAL SERVER Server Name TEST CASE Test Case ID 26

27 Presentation Content Fortum as a Company IT Processes and Governance in Fortum CMDB Structure (What) CMDB Content Ownership (Who) CMDB Principles (How) CMDB Update (Where) CMDB Update (When) CMDB Controls CMDB Strategy (Why) CMDB, How do we do it? 27

28 Evaluate/Estimate/Plan/Build/Test/Implement/Operate/Retire New IT Service Service Build Business Demand Mgmt Service Level Mgmt Event Mgmt Access Mgmt Service Request Mgmt Incident Mgmt Problem Mgmt Availability Mgmt Capacity Mgmt Existing IT Service Change Mgmt Service Validation and Testing Release Mgmt 28

29 Presentation Content Fortum as a Company IT Processes and Governance in Fortum CMDB Structure (What) CMDB Content Ownership (Who) CMDB Principles (How) CMDB Update (Where) CMDB Update (When) CMDB Controls CMDB Strategy (Why) CMDB, How do we do it? 29

30 CMDB Controls CMDB Tool shows missing relations CMDB Dashboards show data quality errors Asset discovery tool data versus CMDB data 30

31 Presentation Content Fortum as a Company IT Processes and Governance in Fortum CMDB Structure (What) CMDB Content Ownership (Who) CMDB Principles (How) CMDB Update (Where) CMDB Update (When) CMDB Controls CMDB Strategy (Why) CMDB, How do we do it? 31

32 CMDB Strategy Our CMDB content is not dependant on Vendors Vendors do not tell what we have, we tell them what we have Vendors do not report their performance, we tell them how do they perform Work can be Decentralised, but Information must be Centralised 32

33 Presentation Content Fortum as a Company IT Processes and Governance in Fortum CMDB Structure (What) CMDB Content Ownership (Who) CMDB Principles (How) CMDB Update (Where) CMDB Update (When) CMDB Controls CMDB Strategy (Why) CMDB, How do we do it? 33

34 CMDB, How do we do it? Define Information/Data Model for CMDB Define where new CI identity is created Define Integrations Select Tool(s) Select people with Skills, Motivation, Time, Authorisation 2 for Tools and Integrations (ITSM + CMDB) 2 for Leading it forward (ITSM + CMDB) Implement in small pieces Drive and Guide Get Results and show Value 34

35 Results require Actions 35

36 Thank you!