Axios Systems. IT Service Management Solutions. Asset and Configuration Management - Building the CMDB.

Transcription

1 Axios Systems TM Asset and Configuration Management - Building the CMDB Kathryn Howard Business Development Manager

2 Agenda Asset Management vs. Configuration Management CMDB and ITIL What s in the CMDB CMDB and other processes Questions

3 Asset Management Traditional approach Control Assets Financial and accounting aspects => Managed by Financial arm of the company Next generation Inventory Management Agent or Agentless discovery Software License compliance and usage Physical components of HW Location Movement

4 ITIL Overview ServiceDesk Service Level Financial Incident Continuity CMDB Problem Availability Change Configuration Release

5 Configuration Item Overview Status Location Org. Events Product Users Item Cost Maint. Relations Supplier SLA Attribute

6 SD Configuration Items Organization Chart Software Suite Name Title Name Title Name Title Data base.exe Program Name.EXE Wide Area Network Servers Service Local Area Network (LAN) PC s Laptops Monitors Printers Documentation Mainframes

7 Location Structure Country State City Street Address

8 Location Structure - Example USA WI MN St.Paul Minneapolis Down Town Office Eden Eastern Office South Office Davidson Office

9 Location of CIs

10 Organization Structure Company Division Department Section

11 Organization Structure - Example Revenue Generation Services Division Software Division Marketing Sales East Coast Sales Accounts West Coast Sales Mid West Sales Southern Sales

12 Organizational structure

13 Organizational Events Currently Open

14 Product Structure Generic Class Class Model CI

15 Product Structure - Example Software Spreadsheets Word Processors Corel Word Perfect MS Word Word 97 Lotus Ami Pro Word 2000 Word XP Word 2003

16 An Example

17 Financial Data & Product Policy CI s in current use Quantity of each CI type & version Age of each CI Product Group Trends Depreciated Value of each component CI to retire & CI to upgrade Replacement CI costs Software License Management Maintenance Contract Management CI Standardization

18 Asset Financial info

19 Troubleshooting Information & Impact Assessment CI s for Continuity Management CI s affected by Change Management CI s affected by Release Management Network equipment connections Software module components for each suite CI Problem History Future Changes on a CI (Forward Calendar of Change) CI s with Known Errors Purchase Date Supplier

20 Impact Explorer

21 A small demonstration Accessing a CMDB for information

22 Services & Charging CI s required for each service Location of each CI Usage of each CI Who uses each CI Product Catalog Service Catalog

23 What Where Who What CI Where Who Supported Business Escalation Path

24 Getting The Organization Data HR LDAP CMDB SAP Filter Organize Format PeopleSoft Excel

25 Getting The Infrastructure Data Centennial MS SMS CMDB Tivoli Filter Organize Format Novell ZenWorks Altiris

26 Agent & Network Components CMDB 100% AUDIT Network Component Agent Component Detailed HW/SW S/W Usage PC - No Agent Lan Devices Location

27 New Device Detection DATA Packet Sniffer DATA DATA CMDB NEW

28 The 100 % Audit? Unix Linux CMDB PC1 PC 2 PC3 Network Printer

29 Using Switch Tables Device Detection Port 1 Port 2 Port 3 Port 4 Port 5 Device A Device B Device C Device D Device E

30 Example Of A Real CMDB

31 Define an End to End Service Outlook Win 2000 Pro PC Network Infrastructure Switch Network Infrastructure Exchange Win 2000 Server Server

32 The CMDB Supports all Other ITIL Processes CAPACITY MANAGEMENT INCIDENT MANAGEMENT PROBLEM MANAGEMENT IT SERVICE CONTINUITY MANAGEMENT CMDB AVALABILITY MANAGEMENT FINANCIAL MANAGEMENT SERVICE LEVEL MANAGEMENT CHANGE MANAGEMENT RELEASE MANAGEMNT

33 Supporting The Change Process Request for Change Reports & Audit Information Classification & Planning Reports Initiate Change Implement Change Update CI Details Release & Distribution of new Update CMDB and DSL documentation release software from DSL hardware and software versions C M D B D S L Evaluation Closure Verify that CMDB was updated END

34 Release Management Feed Back loop Hyperlinks to distribution files Auto Discovery Agents Confirm Release PC PC CMDB assystaim Microsoft SMS PC DSL File Structure PC A process manages the Release

35 (Service) Availability Management SERVICE Relate To Component Availability 96% 99% 97% 94% 97% 98% Monitor Hardware & Software Actual 86.1% Target 90% Outloo k Win 2000 Pro PC Network Infrastruct ure Swit ch Network Infrastruct ure Exchange Server CMDB

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