Capabilities Presentation

Transcription

1 PREPARED FOR ITIL & Altiris CMDB January 15, 2008 Capabilities Presentation ASCENTIUM th Ave NE, Ste 225 Bellevue, WA t f ascentium.com

2 ITIL & Altiris CMDB Introductions: Brian O Donnell VP of Sales, Carahsoft Who is Ascentium? Mark Robinson Director of Systems Management, Ascentium John O Connell Altiris Business Development Manager, Ascentium 1/16/2008 Ascentium Confidential 2

3 ITIL & Altiris CMDB What is ITIL ITIL History and Progression What is CMDB How Altiris CMDB and Workflow tools fulfill the promise of ITIL

4 ITIL & Altiris CMDB What is ITIL? Contains codes of practice for quality management of IT services and infrastructure Defines quality as matched to business needs and user requirements as these evolve Has its own definitions for key terms

5 ITIL & Altiris CMDB ITIL History Developed by the United Kingdom s Office of Government Commerce (OCG) in the 1980 s* Intended to improve management of IT services in the UK Central Government Contributed to by expert IT practitioners around the world

6 ITIL & Altiris CMDB Goal of ITIL Create a set of comprehensive, consistent and coherent codes of Best Practice for quality IT service management, promoting business effectiveness in the use of IT Encourage the private sector to develop services and products (training, consultancy and tools) that support ITIL

7 ITIL & Altiris CMDB Why ITIL Mature, best practice framework A "de facto standard " (almost) Integrated, holistic set of processes Well-established training programs Certification (BS15000) Support infrastructure in itsmf and consulting

8 ITIL & Altiris CMDB Reasons to Adopt ITIL

9 ITIL & Altiris CMDB Who is Altiris? Altiris is a leading provider of service-oriented management software that delivers a scalable and future-proof approach to managing information technology. Modular solutions from Altiris align IT service management with business objectives. Altiris solutions also deliver audit-ready security and automated management of client, server, mobile and network devices. Automated operations Asset management/ CMDB Security Audit & Compliance Service Desk Packaging

10 ITIL & Altiris CMDB Altiris Core Strengths Technology Lifecycle integration for client, server, security, service and asset Unified CMDB Scalable, open service-oriented architecture Deep integration for hardware-specific manageability Extraordinary automation due to industry-leading integration capabilities Single interface supporting business processes Price-value leader Focus on delivering Service Oriented Management

11 ITIL & Altiris CMDB Altiris Market Position Altiris Unique Market Position Service-oriented management SOA Architectures IT Service Management discipline Service-based delivery models Technology architecture Service-oriented approach Modular, open and integrated Point-solution or end-to-end Common database Competitor friendly [Web] service-oriented interfaces 3 rd party development platform, plug-ins and extensions Products and solutions IT SM made practical, based on ITIL. Anti-framework approach Taking IT SM beyond the data center centralized or distributed Heterogeneous, cross-platform Desktop, server, network and more QoS capability down to the client Leveraging virtualization capabilities Delivering the best total cost of management (TCM) advantage Go-to-market channels Out-of-the-box software, perpetual licenses Embedded OEM solutions On demand managed services [future Software As A Service] 3 rd party developer solutions and extensions 3 rd party licensing of core technology (e.g. common DB) Altiris Inc.

12 ITIL & Altiris CMDB Service Oriented Mgmt. Service-oriented Management Lifecycle Integration Visibility Enable fast, cost-effective IT asset lifecycle management, from desktop to the data center. Self-discover and inventory IT assets and expenditures Automate deployment and management of IT resources Virtualize and provision real-time IT infrastructure services Audit-ready Security Compliance Ensure the security of critical IT-infrastructures, from initial audit to compliance report. Protect and ensure availability of client and server resources Assess security vulnerabilities and take corrective action Ensure software license and IT process compliance Automated Operation Savings Simplify the complexity of managing IT operations, from a single site to global operations. Define and manage IT cost & quality of service agreements Enable efficient helpdesk workflows, local or remote Control change and manage service levels, holistically Altiris Inc.

13 ITIL & Altiris CMDB Altiris CMDB Improving Awareness & Control Configuration Management Database (CMDB) A database which contains all relevant details of each CI and details of the important relationships between CIs. Provides the foundation of effective change management Change control Incident / problem analysis & resolution Employee self-help Client mgmt Centralized CMDB View of real-time configuration data Definitive Software Library Application packaging Application development Network mgmt Server/App mgmt Monitoring event mgmt IT Asset mgmt Service-oriented integration Altiris Inc.

14 ITIL & Altiris CMDB Centralized Approach Altiris Centralized Approach ADK SDK 2005 Altiris Inc.

15 ITIL & Altiris CMDB Hardware Refresh Change > Hardware Refresh & Data Migration 1 RFC: - Request -Project 10 Ongoing service & support 9 Continuous compliance validation 8 Deliver to user 2 Capture request details Centralized CMDB 3 Check inventories & analyze cost 7 Migrate user Settings 5 Leverage CMDB collections 6 Deploy standard image 4 Receiving reconciliation Altiris Inc.

16 ITIL & Altiris CMDB Software Change Mgmt Change > Software Management 1 RFC: - Request -Project 2 Software portal 12 Continuous compliance validation 11 Update license count in contract 10 Review delivery success 3 Capture request details Centralized CMDB 9 Deliver software to targeted collections 4 Check license inventories 5 Reallocate/retire unused licenses 6 Package Test applications 7 package 8 Leverage CMDB collections Altiris Inc.

17 ITIL & Altiris CMDB Improving Security Improving Security Security Configuration Management Executive Management Network Access Control Centralized CMDB Patch Management Configuration Management Service Management Altiris Inc.

18 ITIL & Altiris CMDB Improving Security Improving Security 1 10 Network Authentication & Quarantine 9 Remediation RFC: - Many different entry points & independent processes - Security improvement is continuous 3 2 Patch bulletin Update patch repository Network access Device Production network Centralized CMDB Quarantine network Patch management Password reset Block USB drives Deployment & configuration Block file sharing application Change password Etc 8 Incident record created Seven Point Security Audit 7 4 Create targeted collection 5 Deliver patch to vulnerable machines 6 Patched environment verification Independent vulnerability assessment Altiris Inc.

19 ITIL & Altiris CMDB Automated Operations Automated Operations is about efficiency All IT services are supported by processes Identify the services IT provides to the business Identify the processes used to support the services Implement automation where possible to remove waste Drive continuous process improvement Altiris provides the tools you need Altiris Service Oriented Management Platform holds the key

20 ITIL & Altiris CMDB Automated Operations All IT applications have evolved in response to a specific need IT in general is evolving along a well-worn path Other industries have shown the way Continuous improvement is the key Reduced costs, measurable ROI The Service Desk is the backbone

21 ITIL & Altiris CMDB Automated Operations Craft Built A work of art Built one by one Built up to a standard, not down to a price High cost of engineering and production Mass Production Ford identified the value streams Every laptop built exactly the same Change done at mass level Engineers making changes at mass scale: reusable components limited Lean Automate/flexible changes Pull Changes individual driven Building process to manage chg Altiris Inc.

22 ITIL & Altiris CMDB Automated Operations Directly Observe Work as Activities, Connections, and Flows Systematic Waste Elimination Pull Establish High Agreement of What and How Systematic Problem Solving Create a Learning Organization Continuous improvement Altiris Inc.

23 ITIL & Altiris CMDB Automated Operations Whenever a workman proposes an improvement, it should be the policy of the management to make a careful analysis of the new method, and if necessary conduct a series of experiments to determine accurately the relative merit of the new suggestion and of the old standard. And whenever the new method is found to be markedly superior to the old, it should be adopted as the standard for the whole establishment. - Frederick Winslow Taylor The Father of Scientific Management

24 ITIL & Altiris CMDB Automated Operations Automated software requests and install Tools that empower level 1 technicians to diagnose and resolve incidents quickly Elimination of application integration points - HUGE Refined change processes Changes have greater chance of success based on tested process

25 ITIL & Altiris CMDB Altiris Software Request Process Manual End User Requests SW Approver evaluates request and if approved, user is added to MS Office Pro collection. Respond to User Satisfaction Survey If Low Then Dispatch Person Automated User request is automatically sent to approver/group for review. Software Policy MS Office Pro is kicked off following next agent refresh Software Policy initiates Software Delivery task to install MS Office Pro Inventory Agent on Modified Machine Shows MS Office Pro License Installed Contract Management Modifies MS Office Pro Contract for Installed Licenses Report of Purchased Vs. Installed Licenses is generated with updated totals Altiris Unauthorized Install Process Manual End User Installs Unauthorized software User receives requesting uninstall of unauthorized software immediately or user can choose to defer for specific number of days Automated Automated inventory evaluates software inventory Software Policy MS Office Pro is kicked off following agent refresh, identifies software install as unauthorized. Also Contract Mgmt is updated Unauthorized user is automatically moved to a MS Office Pro Unauthorized Collection and Report is generated During the next agent refresh, the software delivery uninstall policy kicks off with specific deferral parameters. Software Policy initiates Software Delivery task to uninstall MS Office Pro Inventory Agent on Modified Machine Deletes MS Office Pro License Listing Admin notified of unauthorized install resolution Altiris Inc.

26 ITIL & Altiris CMDB Automated Operations Manual As Is Process 1 FTE Average Time 2 ½ to 3 ½ Hours Manual Travel to Desktop (5 Min) Investigate Determine -Applications -Special Configs - Roaming Profile (15 Min) Verify Users Info -AD Group - Roaming Profile (5 Min) Authorize Contact Dept Mgmt to Verify User License Auth. (?? Min) Image Load Base Image (30 Min) Appl Loading ~Avg 20 min/appl ~Avg 4 Appl (60-80 Min) Confirm Verify New Image, Settings & Functions (20 Min) Travel to Desktop (5 Min) Problem User to Contact Help Desk -See Process- (?? Min) Automated Altiris Process 1 FTE - Average ½ Hour Manual Identify Create Collection of Computers to be Migrated or Reimaged End User User Responds to Auto Gen Reimage Now or Later? End User User Responds to Auto Gen Satisfaction Survey - If Low Then Dispatch IT Person IT Professional IT Person Proactively Dispatched to Problem Computers Automated Inventory Automated complete capture of: HW, SW, Settings, Profiles (Auto Executed on Scheduled Basis Auto Refresh for Identified PC s) Authorize See Automated License Compliance Process (Auto Executed on Scheduled Basis) Replicate Auto back up ALL Data, Settings & Applications off old computer ReImage ALL Data, Settings & Applications are auto replaced on to new computer Report Report Generated Detailing Successful & Problem Computers from ReImaging Process Problem Auto Gen Help Desk Ticket for Unfixable Problem Computers Altiris Inc.

27 ITIL & Altiris CMDB Automated Operations Software Deployment Process Manual Vendor Computer is spec d, assembled and imaged with standard OS per requirmnts Vendor Drop-ship JIT delivery to specified location Receiving Clerk scans bar-code End User User Responds to Auto Gen Replace Now or Later? Receiving New PC delivered to desktop Receiving Old PC removed & is bar-code scanned Automated Auto Upload Bar-code data uploaded to Altiris Asset Mgmt Computer asset dynamically changed from On-Order to In-Stock Replicate Auto back up ALL Data, Settings & Applications off old computer Replicate ALL Data, Settings & Applications are auto replaced on to new computer *User logs in Altiris Auto Activates PC Transfer to Restore Data, Applications, etc Software Deployment Process (Continued) Manual Automated Asset Mgmt Upload of bar-code data dynamically changes asset from inuse to Retired End User User Responds to Auto Gen Satisfaction Survey - If Low Then Dispatch IT Person Report Report Generated of Successful New Machine Deployment Net Impact of Altiris Automated Deployment Process 1. Applications automatically install by association of data extensions being restored/associated software standardized applications 2. User data and favorites automatically install 3. Inventory agent automatically installs 4. Automatic machine inventory is performed 5. Automatic patching is performed 6. Automatic additional policies for specified machine/user take effect and activate Altiris Inc.

28 ITIL & Altiris CMDB Altiris Workflow A preview of the next generation of business process management

29 ITIL & Altiris CMDB Workflow Highlights Altiris as a platform Ease of creating workflows Leverages Task server Integrates with Altiris solutions Native Altiris Solutions OEM Partner Third-party Process management drives the business. Altiris has the tools and the engine to deliver.

30 ITIL & Altiris CMDB

31 ITIL & Altiris CMDB Workflow Explained 1. Identify the process you want to automate 2. Write it down, along with the information you need from the user to complete the process 3. In Helpdesk or Task Server set up specific repeatable processes to assign tickets to workers or create automated jobs. 4. Design the forms to capture information with Workflow Solution 5. Design the process itself with Workflow Solution 6. Link the form and/or process to the Helpdesk Smart Task or Automation Rule 7. It s THAT SIMPLE!

32 ITIL & Altiris CMDB Workflow Examples Automation of service requests Advanced change management processes and approvals Automated responses to monitoring alerts Automated correction of configuration errors Notification of configuration drift Complete run book automation Complete Business Process Automation

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34 ITIL & Altiris CMDB Contact Information: Carahsoft Brian O Donnell direct Brian.odonnell@carahsoft.com Anne Borman direct Anne.borman@carahsoft.com Ascentium: John O Connell direct John.oconnell@ascentium.com Mark Robinson ext Mark.robinson@ascentium.com 1/16/2008 Ascentium Confidential 34