Configuration Management A Practical Guide

1. Configuration ManagementA Practical Guide NofilFawad Nofil@ngtsoft.com (408) 218-6664

2. Configuration Management • Benefits • It is the glue that tiesService Management processes effectively • Key Enabler • Better Incident Management • Effective Problem Management • Proper Change Management • Efficient Event Management • Accurate Cost Management • Accurate Capacity Management • Enables Automated Release and Deployment • Asset Management (HAM, SAM) • Service Level Management • Service Request Automation

3. Configuration Management SystemCMS (CMDB) • Effective Configuration Management requires • Configuration Management System • Contains all the Configuration Items (CIs ) • Maintains a meaningful set of attributes and relations for each CI • Seamless Integration with other SM processes • Continuously updated CMS • A well defined Service CI Model • A well defined Configuration Management Process • Tools to manage and maintain CIs • Effective Reporting Capabilities • Right sized Service Models • Process /Service Requirements to CI Mapping(Class, Attribute and Relationship)

4. Why is it so difficult? • Developing a CMS is too Complex • No Standardized CMS Models • IT Environments are becoming increasingly complex • No one tool that does all • Requires continued analysis, development and integration

5. CMDB Survey

6. Service Layer Service Design Business Service Technical Service Component 1 Component 2 Component 1 Component 2 CMDB Configuration / Provisioning Layer Tools + Automation Product Catalog Service Applications Discovery Layer Tools and/or Data Sources Servers NetGear Storage fa Clients Active Directory Outlook Exchange Hardware + some attributes Applications + some attributes Base “Informal” Relationships

7. Who Should Implement?

8. Large Number of CIs • A reasonably large number of Cis • CI count > 2000 • A good mix of CI types > 10 • A sizable Attribute Set to use • Well defined CI to CI relationships

9. Service Mix • Good mix of services that own the CIs • At least 3 services • Well defined service to service dependency • Well defined service impact models

10. Management Buy In • Dedicated Config Mgmt. Process Owner • Need a Development team • Periodic assessment of gaps • Continuous CMS augmentation • Auto Discovery tools

11. CMS Implementation Strategy

12. Think Big • Envision the end-state • CMS will evolve overtime • Design CMDB model well • Detailed CI Relationship • Service to Dependency modeling • Well defined Service models • Use extensible CMDB models • Right toolset to collect and build cmdb

13. Plan - Incremental • Avoid a multi year big bang approach • Implement the most used pieces of cmdb first • Select two but not more than 4 services in the initial phase • Define the Service Model first to lay the structural foundation of the cmdb • Iteratively add more CIs and end state complexity

14. Manage • An unmanaged/un-governed CMS will lead to • Unreliable CI data • Incorrect metrics • User frustration • Inconsistent CI and Service Model • Continuous Improvement • Metrics to manage data quality • Continued Gap Analysis • Effectively integrating new services and technologies • Keeping the CMS current

16. Summary