Technologies to support ITIL. David Borsos and Adam Demjen

Transcription

1 Technologies to support ITIL David Borsos and Adam Demjen

2 Agenda What is ITIL? Knowing the infrastructure Software assets Impact analysis How much does it cost? Change management Contact management Access management Q&A

3 What is ITIL? Information Technology Infrastructure Library A set of practices for IT Service Management Service approach focuses on the customers perspective How to run an IT plant in a good way? Holistic view: not just technology and implementation Concepts, processes vs. tools to support them Publications 1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operations 5. Continual Service Improvement 3

4 Knowing your infrastructure ITIL CMDB Size of an Enterprise IT Plant (e.g. Morgan Stanley) Tens of thousands of hosts 5700 database servers Dedicated teams to support the various infrastructure elements Impossible to know it all Solution: Configuration Management Database (CMDB) Collect all infrastructure data into a single, federated database Fundamental structural unit: CI (Configuration Item) + Properties + Relationships Example CI types: server, database, software asset, mailgroup, person, building Source data can be Defined manually Discovered Loaded from a different management system 4

5 Knowing your infrastructure ITIL CMDB Software asset catalog Infrastructure provisioning Costs & billing Impact analysis Automatic discovery External systems CMDB Data Warehouse Organizational data Change management Contact management Access Management 5

6 Knowing your infrastructure Inside the data warehouse CI CI Property Property Property System: Trading App 3000 Owns Lifecycle Phase: Production Dev Group: Relationship Relationship (Logical) Database: PROD_TRADING_DB CI Property Property Runs On Data_Space_Allocated_MB: DB_Server_Version: Sybase Relationship Cluster Service: nycluster28 IP_Address: Cluster Type: coyote Highly normalized uniform data 6

7 Knowing your infrastructure ETL: Extract, Transform, Load Extract Do not change the contents, only make it manageable (CRLF?) Lots of different data sources Use simple structures (database table, CSV file) Generalize the connectivity (2-3 types) Transform Change the data here to make sense (e.g. convert to lowercase, combine data) Cleanup Mostly can be done via SQL ( INSERT INTO transform SELECT * FROM extract ) Load Create the normalized data Insert it into the database Highly scalable, highly parallel, lots of challenges 7

8 Knowing your infrastructure ETL: Extract, Transform, Load Normalized CI Data Customers Raw Data Transformed Data Normalized CI Data Normalized CI Data Business Processes Reports Data Sources Normalized CI Data Analysis Extract Transform Load Scheduled operation Isolated steps parallel loading / synchronization challenge Extract from A and Extract from B can run at the same time but the Transform combining then needs to wait for both Extract A and B 8

9 Knowing your infrastructure Some metrics 6 million CIs 30 million relationships records moved one day 85 data sources Hundreds of customers Checking new data every 10 minutes 9

10 Software assets From the infrastructure s perspective A catalog of software products available (vendor products or proprietary systems) Software: special CI type A product (system) Consists of source code (repository) Provides business functionality Owns / Uses infrastructure components (CIs) Relates to people (e.g. developers, support personnel) Owned by organizational entities Uses other systems More than systems registered in Morgan Stanley 10

11 Software assets Software metadata Does it store confidential or restricted data? Is it in scope for certain regulations? (e.g. Sarbanes-Oxley Act aka. SOX) Software lifecycle New product / active development Maintain current state On a decommission track Cost allocation (internal billing) New products must be reviewed before deployment Risk Security Changes of a system are typically in scope of Change Management 11

12 Software assets Life of a software Reviews Decommissioned Pre production Ready for production Evaluation Production Proposal Idea or business need To be decommissioned Change management Infrastructure decommission 12

13 Impact analysis Question: what happens if I shut down a host? What is the impact on the business? What if a whole datacenter goes down? CMDB contains all infrastructure (CI) data and their relationships Everything is mapped to Software Assets Software Assets are related to business functionality and people Solution: search the dependency graph of the CIs Know: What the impact is? How serious it is? Who needs to know about it? (and when) 13

14 Impact analysis Traversing the dependency graph Infrastructure Software assets Business information Datacenter Contains Host Running on Database server Owned by System Commodities department Owned by Provides Trade completion 14

15 How much does it cost? CMDB: CIs and relationships Software Assets: systems, CIs and business functionality CI TCO/year how much does an infrastructure component cost? One-time costs: buy a HDD Power consumption Support (manpower) costs System TCO/year how much does a system cost? Sum of all infrastructure costs Add the cost of people (developers, support) Split it up based on usage -> billing per organizational unit Split it up based on business functionality -> cost efficiency Predictions & strategic planning 15

16 Change management ITIL Transition Management Change: result in a new status of one or more CIs Minimize the impact / disruption of business activity Utilize the CMDB (CI relationships) Detailed documentation must be supplied When is the change executed? What are the execution steps? How do you make sure the change was successful? How do you undo the change if it wasn t? Must be approved by management Who needs to approve? (organizational data) Multiple changes might happen in the same time (e.g. weekends) 16

17 Change management ITIL Transition Management Tooling to support changes Distribution tools Database migration tools etc Can t make changes without the tools Tools prevent unintended production changes Need a fully approved change ticket Emergency changes -> review post-event DEV / QA environment are less or non-restricted Code must reach appropriate (production) status before deploying Consequence: cannot deploy a brand new system that is not security-approved 17

18 Contact management ITIL Service Operations Who to contact with if there is an infrastructure incident there is a planned work related to a CI Utilize the data from the CMDB Software asset owns infrastructure CIs Software asset relates to people (who is responsible for support?) Set up contact instructions on a system level instead of CI level No need to individually set up on all infrastructure CIs Resolve the rules on them Changes are handled automatically Change in the responsibilities of people Infrastructure configuration changes 18

19 Access management Can a specific user access an infrastructure item? Can I read from that database? Depends on the user and the database Examples: A developer needs to access a database for development purpose A developer should not access a production database with live data Exceptions might be made (e.g. in emergency situations) Use the People System CI relationships again Grant CI level permissions automatically Lots of changes each day Need to automate to avoid errors / over-entitlement Need to automate because it s better for the people Also possible to automate 19

20 Access management Roles Software assets On System User Has Role Infrastructure Owns Resource In Environment Actions / Permissions May Action In Environment 20

21 Access management Roles Software assets On TradingApp Joe Has Developer Infrastructure Owns nydb167 In DEV Actions / Permissions May read-data In DEV Result: Joe will be able to connect and read data from nydb167 No need to give entitlements on nydb167 specifically to Joe 21

22 Q & A