CCMDB 7.1.1 Overview August 14, 2009

Agenda ISM Architecture Process Layer Data Layer CCMDB Configuration Management Change Management Key Core Services ISM Process Implementations

IBM Service Management (ISM)

ISM’s integrated portfolio Change & Configuration Mgmt Service Request Mgmt Incident, Problem and Catalog Release Mgmt Storage Mgmt IT Asset Mgmt Maximo Asset Mgmt Common User Interface Common Configuration Services Web Based Workflow Process Workflow Runtime & Services User Configurable User Interfaces Collaboration Notification Escalation Security Integration Modules Configurable by roles Data Extensions CIs Attributes Relationships Common Data Subsystem Assets Process Artifacts Related to CIs and Assets Meta Data Configurations Process Role base data access Data Visualization Reporting Engine Report Definition Discovery and Application Dependency Mapping Out of the Box Reports Data Adapters What does building on J2EE mean to customers Reconciliation Federation Discovery Operational Management Products IBM & Non-IBM Software Key >Storage Mgmt >Application Mgmt >Monitoring >Server/Device Mgmt >Network Mgmt >Security Mgmt >Discovery tools >Customer developed CCMDB (includes TADDM) IT Infrastructure (Server, Storage, Network, Security, Software, Applications, Transactions, Services) Tpae

ISM 7.1 Architecture: Simplified Process Layer It consists of the process automation engine, that provides runtime services for running process managers. It provides common services to enable your process implementations (ex: workflows, tickets, security, reporting) It also consists of the ISM process managers that interact with the process automation engine to implement ITIL based processes. Data Layer: CMDB This is the base of ISM. It is a CMDB that centralizes all of a customers IT assets and configuration information into one place. It consists of: TADDM which covers the data discovery, data loading into a CMDB based on common data model (CDM), building relationships among configuration items (CIs) . Process automation engine database which includes the TADDM data as Actual CIs (after it is loaded) and Authorized CIs that can be used in all of the ISM processes.

Processes and Data! Your business process requirements drive what processes you use in the process layer and what data is needed in the data layer (CMDB). Example: What are you Critical CIs that have to be under Change Control? Which CIs are part of key Services? Therefore the process layer and data layer are equally important and depend on each other. Business processes are most successful and efficient when they are running on top of a trusted CMDB.

1. Define your processes Use ITIL best practices. Use ITUP Detailed ITIL-aligned processes for managing IT down to task level. Roles performed and detailed responsibilities. What is consumed and produced by each process activity and task. How various processes work together to solve an IT pain point. Use ISM out of the box process implementations. CCMDB: Change Mgmt and Configuration Management SRM: Incident and Problem Management, Service Catalog TAMIT: Asset Management (for IT) …

Process Model example, from ITUP

2. Build a trusted CMDB A trusted CMDB includes: Accurate CI data Concise CI data CIs that are critical to your business. Build trust through: Discover the real data Don’t include unimportant and irrelevant data Avoid duplicate data, unreadable, and inaccurate data. Secure the data Verify the data Maintain the trust with Auditing, Change Control, and other tools in CCMDB.

CCMDB

ITIL-Based Best Practice CCMDB ITIL-Based Best Practice Processes CI Audit Process Control CI Process Change Process Authorized CI Actual CI Changes Change Windows Lifecycles Reconciliation CCMDB Applications Reporting Collections Relationships Workflows Security Groups Work Order Tracking Application Designer Tpae Applications CCMDB DB Configuration & Process Data Authorized CIs RFCs Audit results Actual CIs Lifecycle Graphs Incidents

Configuration Management in CCMDB

Configuration Management Simplified Plan Define discovery scope. Define CI data model. Define lifecycle states. Identify CIs Discover CIs in my IT environment. View CIs and the relationships between them. Verify and Audit CIs Know what changes have occurred to my CIs over time. Know what CI updates are currently being processed in my organization. Know how many approved and unapproved CI updates have been made. Know where my CIs do not match their desired state. Control CIs Know what states are my CIs currently in, and whether they are protected from unauthorized changes. Control the most critical CIs in my CMDB. Notify CI owners of CI changes. Integrate Integrate with Change Management to require RFCs for CI updates. Integrate with all ISM processes to utilize CIs in all ISM processes.

CI Stages in CCMDB Authorized CIs Actual CIs Discovered CIs (in TADDM) (CDM-based) Promote Import Discovered CIs: CIs that were discovered in an IT environment. Actual CIs: Subset of discovered data. Discovered CIs are imported from TADDM into CCMDB, as read-only. Authorized CIs: Authorized CIs are CIs that are subject to control and modification by the Change Management and Configuration Management processes in CCMDB, and are the target object for many operations within the overall IBM Service Management solution. Sensor and IDML (DLA) Based discovery IT Infrastructure

CI Data Models Data Model: Representation of data Common Data Model (CDM): A representation of common CMDB entities, relationships and their semantics. All discovered and Actual CIs use the CDM. Authorized CI Data Model: A smaller representation of only CIs that are critical to your business. All Authorized CIs will use this model. Recommendations: Subset of CDM Use CCMDB best practices models Tweak model to make it yours (change names, delete attributes and relationship rules that aren’t needed)

Best Practice CI Data Model Example Relationship Rules CI Types Attributes

Overview CI Discovery in TADDM TADDM is the single source for discovered CIs in 7.1 TADDM provides services for naming &reconciliation, attribute prioritization, Discovered CI change history, … Extensibility in TADDM includes the ability to create new attributes or new CI types Load data from other source repositories using Discovery Library Adapters and TADDM’s bulk load feature. Sensors and Discovery Library Adapters are used to aggregate discovered information configure scope of discovery Schedule discoveries What can you do with Discovered CIs in TADDM? View change history, topology views, …

Ways to Discover Data Discovery Sensors Credential-less Discovery Sensor (Stackscan) Credentialed Sensors Network Devices (Cisco, BigIP, SNMP) OS (Windows, AIX, Linux, Solaris, VMware, etc) Application (Websphere, SAP, Domino, LDAP, etc) Database (DB2, Oracle, Sybase, MSSQL) Discovery Library Adapters (DLA) / Bulkload TCM TPM Z/OS

TADDM Topology Viewer

Importing CIs using ITIC IBM Tivoli Integration Composer (ITIC) is the tool CCMDB uses to import Discovered CIs (from the TADDM database) into the CCMDB database, as Actual CIs. ITIC is a generic data tool. CCMDB includes 2 ITIC adapters: CI Type adapter to import the CDM (one time) Actual CI adapter to import Actual CIs, using the CDM. This gets runs on a regular basis to keep your Actual CIs accurately representing your discovered data. TADDM Database Server CCMDB Database Server ITIC TADDM Server TADDM CI Type adapter Actual CIs TADDM Actual CI adapter *Optional for CCMDB 7.1

Promote Actual CIs to Authorized CIs Promotion is the process of creating Authorized CIs from existing Actual CIs. It allows you to easily use your real time data to start your Authorized CIs from. The Authorized CIs are linked to the Actual CIs and this link is used to Audit to determine unauthorized changes in your IT environment. Promotion should occur once, during deployment of CCMDB (or more than once if you are deploying in stages). Once you are in production and you have Configuration Management and Change Management processes running, you should not be promoting. Configuration Management should be used to update Authorized CIs, when needed.

CI in CCMDB

Reconciliation (Comparison) Applications Compare Actual CIs to Authorized CIs using Reconciliation Applications before implementing a full Configuration Management Audit process. Create Reconciliation Task Specify which CIs should be compared. Specify what you want to compare: Specific attributes or Full CI Comparison: Compares all attributes on each CI and the CIs they are related to. Schedule reconciliation task to run periodically. Review results to determine variances. Optionally take automatic action on variances

ITIL-Based Best Practice Configuration Mgmt - Audit/Remediate CI Process ITIL-Based Best Practice Update Perform desired-state audits Compare Actual CI to Authorized CI (attributes and relationships) and record results Remediate variances from results Open RFC, Incident, update CMDB

CI Lifecycle State Management CI Lifecycle management to prevent unauthorized Changes on protected CIs Ability to define and manage different states associated with CI’s States and transition graphs are fully configurable by customers Ability to have processes interact with states of CI’s Check validity of state Protection against Promote to an out of sequence state Protected vs. non protected states Can be applied to any CI Tooling Draft Build Dev’t Test Production Sunset Protected State Non Protected State Non Protected States

ITIL-Based Best Practice Configuration Mgmt - Control CI Process ITIL-Based Best Practice Make CI Changes to CCMDB DB Close Update CI Request Controls changes to CIs in the CMDB Ensures that all CMDB additions, updates, and deletes have the appropriate controlling documentation If CI is in a “protected” lifecycle state a valid RFC is required Can leverage requested CMDB changes identified in the Change process (Lifecycle state)

Change Management

Change Management Simplified Plan Define Change types and tasks for each type (or use OOTB types). Define automated tasks (optional). Control Changes Require RFCs for CI changes and ensure compliance. Ensure Changes get proper approval. Notify all stake holders of changes. Reduce cost by using an efficient change process. Control when changes occur to minimize disruption of services. Perform assessment and impact analysis to minimize risk. Use change windows to efficiently use resources. Report and Verify Changes Know what changes have occurred to my CIs over time. View forward schedule of changes, to see changes that will be occurring. Use key performance indicators to determine what changes cost the most. Integrate Integrate with OMPs to deploy changes. Integrate with Configuration Mgmt to automate and control CI updates. Create RFCs from Incident and Problem Mgmt.

ITIL-Based Best Practice Change Mgmt - Change Process ITIL-Based Best Practice Create Review and Close Accept Assess Approve Schedule RFC Implement Changes are introduced in a timely and controlled manner Changes have be assessed and approved. Minimize service disruptions due to changes.

Standard change fields: Job Plan for Change Type Change in CCMDB Related Incidents, Service Requests, etc Standard change fields: owner, progress, CIs. Impact Analysis Start a workflow Job Plan for Change Type Tasks

Key Core Services

Start Centers A Start Center contains a set of portlets that provide links to actions, applications, data, records, and/or reports that are relevant to your job. The layout of the portlets and content of the portlets are completely configurable.

Reporting 1. Embeds Java Based Reporting Tool BIRT Designer BIRT Engine 2. Eliminates Separate Report Install 3. Delivers Ad Hoc Reporting Tool 4. Delivers Out of the Box Reports Number of OOB reports depends on product. 75+ are included with CCMDB v7. Deliver Source, Tools for Customizing and Creating Present Clear, Value-Add Analysis Reports 6. One step download and print 5. Eclipse-Based Reporting Tool Makes it easy to create new reports (no coding) Connects directly to database to test reports

Workflows Workflow A definition of a process flow, includes the different actions and notifications that should take place at different points in the process. Action An object that can be used to trigger notifications, updates to the state of an object or call a custom Java class. Notification A way to send a communication to a person or an application id.

Workflows cont. Workflows provide: Automation Overlays a customer’s own business processes onto standard business rules for records Ensure right kind of approvals and reviews happen on a record Right set of people are notified on important conditions Tasks can be routed to people involved in processes Wizards can step a user thru decision making process, database can be updated based on user’s choices Runs a variety of configurable actions (change statuses, set values, call Java objects or run executable programs) Notifies users of assignments and other events by email, Inbox entries and routing memos (using communication templates that provide configurable subject/message containing record data)

Work Orders A work order is a request for work to be performed. A job plan is a template, with a detailed description of work, via tasks, to be performed. A job plan can be applied to an unlimited number of work orders. After you apply a job plan to a work order, its tasks are copied into a work plan, an instance of a work order. Work Orders provide Tasks require additional task-specific data: task owner, CIs, safety plans, etc Plan and Actual dates need to be captured, for the specific task Changes to the CIs need to be captured

Escalations Escalations are used to monitor critical processes, conditions and generate alerts. Escalations provide: Ensure that critical tasks are completed on time Define multiple conditions per escalation For each condition, define actions and notifications Define a schedule that determines how often objects are monitored Dynamically activate or deactivate escalations Examples: notifying you before contracts expire changing the status of a record changing the owner of a record. Other functionality: Thresholds can be based on time-measurement (for example, how much time has elapsed since a Service Request was created) Escalations can be defined at system-level, organization-level or site-level Validate escalations to ensure they will run without errors

Application Designer Application designer provides configuration of applications. This includes: moving fields and Sections (using drag and drop) creating new fields, tables, and tabs creating or duplicating applications defining signature options editing the Toolbar or the Select Action menu.

Database Configuration Create or modify the objects and attributes in the database used by the applications. All can be done through this application, and not require database scripts or SQL.

Integration Framework The Integration Framework is a set of applications that help you to integrate the system with external applications. Key Features of the Integration Framework include: Pre-defined content to assist in implementing integration requirements in a timely manner. This content is a comprehensive set of outbound (Channels) and inbound (Services) integration interfaces that are available to use immediately. Applications to configure, pre-define, and to create new integration definitions. Applications to facilitate the customization of pre-defined content using a processing rule engine, Java and Extensible Stylesheet Language Transformations (XSLT). Support for multiple communication modes, including: Web Services HTTP Java Message Service (JMS) messaging Database interface tables XML/Flat files ssh

ISM Process Implementations

CCMDB Process Implementations All CCMDB out of the box process implementations are based on ITIL process definitions. They include: Processes (Change, Audit, etc) are initiated with a process request. Classifications are used to specify the type of request (ex: Audit CI, Update CI, Change) Accepting a process request creates the process instance, using a workflow. The process instance is a new Work Plan (instance of a Work Order) Job Plans are used to provide the process tasks (they are attached to the Work Plan). Multiple OOTB Job Plans are included that match tasks defined by ITUP. Owners are assigned to tasks by default, based on ITIL roles (ex: Change Approver). All tasks appear in owner’s inbox, when they need their attention. Workflows are used to automate tasks and status changes. Examples: When a Process Request is accepted, a workflow is used to automatically create a Work Plan. When an approval task is completed in a Change, a workflow is used to update the Change progress field.

ISM Processes: Content ISM Processes provide OOTB content to assist with business process administration. Roles Default roles are created for Process roles. Start Centers OOTB Start Centers for all Process roles. Result Sets Queries available as portlets on Start Centers. There are OOTB result sets defined for each process role, that display queries that relevant to the role. KPIs Key Performance Indicators available on Start Centers. They show metrics relevant to a specific process role (ex: Percentage of Active RFCs) Inbox Messages are sent to the appropriate Start Center, based on Process role, Inbox when a task needs attention. Reports There are OOTB reports defined for each Process Manager.

What is a Process Configuration? Configuration refers to any change or update that is made using any of the ISM applications or tools. Configuration is used to adapt ISM to fit a customer’s environment. Common configuration: Configuring Start Templates Configuring Users and Roles Configuring Applications to have company logo Configuring communication templates, to change what gets included in email notifications Configuring applications to show exactly what the customer cares about (ex: remove a column, add a field) Configuring security to hide certain fields based on security group/role All configurations are fully supported and upgrade tools will upgrade them from version to version. Configuration does not include writing java code or database scripts. These are referred to as customizations. Customizations are rarely needed due to the amount of configuration that can be done using the applications that are included with CCMDB.

More Information More information is available on the CCMDB External Wiki: http://www.ibm.com/developerworks/wikis/display/tivoliccmdb/Home