NSSC Enterprise Service Desk Configuration Management Database (CMDB) Configuration Management Service Delivery Guide

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1 National Aeronautics and Space Administration NASA Shared Services Center Stennis Space Center, MS NASA Shared Services Center Version 1.0 NSSC Enterprise Service Desk Configuration Management Database (CMDB) Configuration Management Responsible Office: NSSC Enterprise Service Desk

2 Version 1.0 Page 2 of 17 Responsible Office: NSSC Enterprise Service Desk

3 Version 1.0 Page 3 of 17 Responsible Office: NSSC Enterprise Service Desk Status (/Revision Cancelled) Document Version DOCUMENT HISTORY LOG Effective Date Description /18/2011 release

4 Version 1.0 Page 4 of 17 Responsible Office: NSSC Enterprise Service Desk TABLE OF CONTENTS Introduction...5 ITIL v3 Configuration Management Process...5 Technical Approach...7 ITIL Configuration Management Development...7 Operational CM Support:...8 Configuration Control...8 Record IT Configuration Items...8 Configuration Manager Functions...9 Change Management (CM) Audit functions...9 The CM Performance Measures...9 Key Integration Points Roles and Responsibilities APPENDICES Appendix A Acronyms Appendix B Flows... 13

5 Page 5 of 17 NSSC CMDB CONFIGURATION MANAGEMENT SERVICE DELIVERY GUIDE Introduction The objective of the Configuration Management Database (CMDB) Configuration Management process is to ensure accurate and up-to-date Configuration Item (CI) data is maintained within the Enterprise Service Desk (ESD) CMDB continuously. The service helps maximize the ESD s ability to accurately relate customer incidents to specific CIs, streamlines asset accounting, and provides better resources to Users by a comprehensive set of Information Technology (IT) Infrastructure Library (ITIL) aligned work instructions and processes. ITIL v3 Configuration Management Process The IT configuration management process at National Aeronautics and Space Administration (NASA) is comprised of the following tasks: The IT Configuration Planning - The management team and Configuration Management should decide what level of Configuration Management is required for the selected services or projects being delivered. The information is documented in the Configuration Management Plan. The Configuration Management Plan defines the specific Configuration Management activities within the context of the overarching Service Asset and Configuration Management strategy Selection of IT Configuration Items and Attributes Requires the definition of how the classes and types of assets and configuration items are to be selected, grouped, classified, and defined by proper characteristics, e.g., warranties for a service, to ensure items are manageable and traceable throughout the lifecycle. The activity includes defining the approach to identification, uniquely naming and labeling assets or service components of interest across the service lifecycle, and the relationships. Configuration Control - Configuration control ensures adequate control mechanisms over CIs while maintaining a record of changes to CIs, versions, location and custodianship/ownership. Without control of the physical or electronic assets and components, what is believed to be the IT configuration may mismatch the actual configuration. Record and Report IT Configuration Items Recording and reporting IT configuration items ensures alterations made to the configuration of the environment go through the proper change management process and are

6 Page 6 of 17 documented accordingly. The section of the process also ensures the state of the CI, (e.g., pending implementation, active, retired) is recorded. The IT Configuration Management Verification and Audit - Activities include: reviews or audits to ensure conformity between the documented baselines, (e.g., agreements, interface control documents) and the actual business environment to which they refer. Figure 1. IT Configuration Management-Process Development Workshop Flow

7 Page 7 of 17 Figure 2. IT Configuration Management-Process Development Workshop Flow continued Technical Approach Implementation of ITIL based configuration management for the ESD program will occur in two phases: transition involving development of CMDB and supporting tools and operational support to maintain the CMDB as the authoritative source of I3P configuration data. Transition support will produce the initial CMDB load and make it part of ESD Release 1.1. Operational support will support the ITIL Configuration manager tasks, updating and maintaining the CMDB and auditing configuration data to validate it accurately reflects Center installations and User assets. ITIL Configuration Management Development The NASA Shared Serviced Center (NSSC) IT team will implement the ability to Perform Configuration Management for NASA s I3P program.the core capabilities of Configuration Management will be accomplished by leveraging the capabilities of the

8 Page 8 of 17 BMC Remedy Atrium CMDB product. The NSSC IT team will work with NASA counter-parts, BMC and the I3P contractors to ensure configuration items are mapped and tracked accurately within the BMC Common Data Model. The Atrium CMDB will allow tracking, managing, and reporting on the lifecycle of Configuration Elements managed or supported by the I3P service providers. Additionally the Atrium CMDB will support periodic audits of configuration items to ensure the accuracy of CMDB data. In the event an audit reveals discrepancies, the NSSC IT team will work with I3P contractors to rectify the inaccuracies. The mapping of Configuration Items to Atrium classes and attributes will be done jointly with NASA counterparts to ensure proper governance and oversight is in-place for necessary enhancements or extensions of the Common Data Model. The Atrium CMDB will be integrated with the Incident, Change, Problem, and Service Request Management modules to allow relationships to be created between CMDB data and events within each of the application spaces. Integrity of the CMDB data will be accomplished with Sandbox instances used in managing CI creation and updates from I3P contractors. The Atrium CMDB Normalization and Reconciliation engine will be used to transfer data elements from the Sandbox dataset instances to the NASA Golden Dataset. The process will ensure NASA rules are followed for CI creation and modification with exceptions being reported. Operational CM Support: Configuration Control - Configuration control ensures adequate control mechanisms over CIs while maintaining a record of changes to CIs, versions, location, and custodianship/ownership. Without control of the physical or electronic assets and components, the actual IT configuration will not match the documented IT configuration. The Configuration Management Plan will govern the changes to the CMDB structure. The CMDB structure changes will be tracked through Change Management and reflected in the Configuration Management Plan. Data changes will be tracked through Service Request Management, Change Management, or Incident Management depending on the origination of input. Record IT Configuration Items Recording IT configuration items in the single agency-wide CMDB ensures alterations made to the configuration of the environment go through the correct change management process and are documented accordingly, thereby assuring the state of the CI, (e.g., pending implementation, active, retired) is accurately recorded.

9 Page 9 of 17 Configuration Manager Functions SP employees will either support or perform the following Configuration Manager functions: Provides support information necessary to update the configuration process Reviews configuration consistency/accuracy/completeness Assures minimized use of non-standard configuration items Recommends scope for internal audits Assists with configuration management reporting and documentation Assists with configuration management integration between Configuration management and other processes Change Management (CM) Audit functions CM verification and audit consists of several activities: A monthly random sample audit will be provided to each Center s Asset Manager via a Tier 0 web form to validate CI accuracy. The Asset Manager reviews Center-level audits to ensure conformity between the documented baselines, (e.g., agreements, interface control documents) and the actual business environment. Verifies the physical existence of CIs in the organization. Checks the records in the CMDB to assure they match the physical infrastructure; In case of discrepancies, the Center Asset Managers submit an Incident to the ESD and follow through to ensure discrepancies are resolved within the CMDB. The ESD verifies release and/or configuration documentation is present before making a release. The CM Performance Measures - Selected CM performance measures will be posted monthly in the Dashboards and Analytics database: Average number of configuration items managed Average number of attributes per configuration item of problem configuration items of configuration areas/groups Average cost per configuration item Percent of unauthorized configuration items

10 Age of configuration management program Auto-discovery accounts for what percent of configuration automation? of configuration exceptions reported during audits Percent of deviations from standard configurations Frequency of physical audits Page 10 of 17 Key Integration Points - Effective IT configuration management requires significant integration between technology and business communities requesting, building, testing, implementing, and monitoring IT configurations. As such, the IT configuration management process should include; but not be limited to, the following process integration points: Inputs: Incident Problem Change Operational Release Asset Inventory Test Service Continuity Request/Demand Service Level Outputs: Incident Problem Change Operational Release Asset Inventory Capacity Monitoring

11 Test Service Continuity Request Service Level Roles and Responsibilities Page 11 of 17 Roles Service Integration Management (SIM) Configuration Management Process Owner Configuration Manager / Coordinator (the Enterprise Service Desk will perform the role as it has direct oversight of BMC/Remedy Change and CMDB operations) Change Advisory Board Responsibilities Responsible for the documentation, modification, and update of IT configuration management process documentation Responsible for assuring the configuration process meets organizational performance expectations Ensures individuals/groups adhere to the configuration process Accountable for the efficiency, effectiveness, and accountability of the process Responsible for configuration management performance reporting Provides support information necessary to update the configuration process Reviews configuration consistency/accuracy/completeness Assures minimized use of non-standard configuration items Recommends scope for internal audits Assists external auditors Assists with configuration management reporting and documentation Assists with configuration management integration between configuration management and other processes Assists in recommendation of configuration structures Uses configuration information relation to risk management and scheduling Facilitates resolution of configuration conflicts Ensures documentation of alterations are captured in relation to configuration documentation.

12 Appendix A Acronyms APPENDICES Page 12 of 17 Acronym/Abbreviation Definition/Description CI CM CMDB CMS DML ESD IMS I3P IT ITIL NAMS NASA NSSC SIM Configuration Item Change Management Configuration Management Database Change Management System Document Management Library Enterprise Service Desk Incident Management System IT Infrastructure Integration Program Information Technology Information Technology Infrastructure Library NASA Account Management System National Aeronautics and Space Administration NASA Shared Services Center Service Integration Management

13 Appendix B Flows Page 13 of 17 Incoming ESD Ticket Inbound request or incident received at the ESD Existing user with Hardware (HW) incident? N New/Existing user needs asset? N User returning asset? Y Y Y Activate script for Incidents for New/ Existing Users Activate script for Request for New Asset Activate script for Removing Assets from Existing Users

14 Page 14 of 17 Incident for New/Existing User ESD Agent confirms Asset CI information. CI information accurate? Y ESD Agent links CI with Incident ESD Agent resolves incident? Y N N ESD Agent creates new Incident Ticket regarding CI Discrepancy Correct Information is staged for automated review After Normalization and Reconciliation CMDB Updates made I3P Technician updates replaced CI. Y Asset needs to be replaced? I3P Technician works ticket. Ticket forwarded to I3P. N I3P Technician updates CI information in the system if applicable and resolves ticket. All ticket and CMDB information forwarded to ESD CMDB via web service. Ticket resolved.

15 Page 15 of 17 Request for New Asset Request Approved? Request forwarded from ESD to I3P via web service. I3P fulfills request. I3P Updates the fulfillment system with CI data tied to person and resolves. Ticket resolved. ESD CMDB updated. CI Information transmitted to ESD CMDB via web service.

16 Page 16 of 17 Remove Asset from Existing User Request Approved? Request forwarded from ESD to I3P via web service. I3P removes asset from physical location I3P Updates the fulfillment system with CI data tied to person and resolves. Ticket resolved. ESD CMDB updated and asset retired. CI Information transmitted to ESD CMDB via web service.

17 Monthly CM Audits Page 17 of 17 ESD audit selection process runs. Personnel audit list built for each Center. Center audit list made available to each Center Asset Manager via Tier 0. Center Asset Managers login to Tier 0 and retrieve the audit list containing personnel and all assets associate with them. Monthly Audit Complete. Center Asset Manager logs into Tier 0 and confirms all information is correct. N Incorrect asset information found? Center Asset Manager performs physical audits of all personnel on list. Y ESD agent receives incident and routes to ESD Configuration Manager. Center Asset Manager submits incident regarding incorrect information. Center Asset Manager marks incorrect asset information at Tier 0 asset page. ESD Configuration Manager contacts Center Asset Manager for additional information as required. Correct Information is staged for automated review After Normalization and Reconciliation CMDB Updates made Monthly Audit Complete.

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