1. CMDB and Asset Management with Remedy
Rich Hamilton & Sharon Weisfeld
Remedy Users Group
January 17, 2013

2. CMDB and Asset Management at Eaton
Key Initiatives
Deploy a configuration management database (CMDB) and discovery tools to capture IT hardware/software/service assets and information and their relationships.
Mature the Asset Management program, deploying globally for improved software compliance and license management.

3. Relationships Asset View Configuration Management
Change Record
HW/SW
BMC.ASSET
Asset Console
ADDM
BMC.ADDM
Incident Record
Normalization
&
Reconciliation
Excel
ETN.IMPORT.IPL
PITPAWHP
SIS Community
SQL
ETN.IMPORT.APP
Owned By
Atrium Core Console
Atrium Explorer
Impact Simulator
Atrium Discovery and Dependency Mapping
Launch Method of Federation
Managed By
ETN.IMPORT.SCCM
AIE
SCCM
Federation

4. Asset Lifecycle Management
Remedy is critical in these phases – Data Health will ensure the benefits
Determine hardware & software standards – select suppliers & negotiate agreements
Procure standard hardware & software products
Track hardware & software assets as they are installed, transferred, or become available
Track assets at end of life as they are disposed or returned to the lessor at end of lease
Monitor usage levels and software compliance
Hardware Focus
Software Focus
Gartner: Asset Management is the discipline of understanding an asset’s life cycle, cost and contract/license compliance in an organization.

5. Asset Management Scope in Remedy
PC hardware and PC software globally
53 countries
Approximately 47,500 PCs
330 Site Infrastructure Support resources maintaining PC hardware & software records
Automated load processes to bring in data for:
New PC purchases / leases from HP
New software purchases from Insight
Updates from SCCM for installed software & last login

6. Now That the Global Rollout is Complete…
Eaton Corporation has in place GLOBALLY:
Consistently defined asset management processes for asset lifecycle updates and software compliance
PC hardware and software data in Remedy generated regularly from SCCM, HP & Insight records
Trained SIS (Site Infrastructure Support) resources ready to follow the processes and update PC hardware and software records as needed to support the lifecycle updates
Trained SIS resources ready to fully participate in software compliance efforts
Regional SIS project teams to coordinate asset-related projects

7. Data Health Phases / Reports
Phase 1: What is really in the Eaton environment?
Focus on asset status
Validate against SCCM data
Phase 2: Where are the PCs deployed & who is using them?
Focus on Owned By, Used By and PC Location
Phase 3: What data may indicate problems with ongoing hardware accuracy?
Compare SCCM Last Login to Used By field
PCs that have stopped scanning in SCCM
People data has changed

8. Software Compliance Process
Identify Software to be managed
Create a license certificate
Import purchase records
Attach Installs to certificate
License
Reconciliation
Ongoing management
Software Asset Management (SAM) Will:
Develop a prioritized list of the top 25 products for initial focus
Criteria includes:
High cost of individual license
High number of installations and purchases
Previously audited by the supplier
Supplier is actively auditing many companies
We will start to manage & reconcile one product at a time

9. Software Compliance Process – SAM Role
Identify Software to be managed
Create a license certificate
Import purchase records
Attach Installs to certificate
License
Reconciliation
Ongoing management
The Software Asset Management (SAM) Specialist will:
Create a license certificate to manage the compliance process for a specific product / version / license type
The Product Catalog normalizes purchase record product names and SCCM discovery product names
Link the Insight purchase records for the specific product(s) to be tracked
Import / update SCCM data for PC hardware / software
Run a license job to attach the install records to the certificate and determine our compliance situation

10. Software Compliance Process – Shared Role
Identify Software to be managed
Create a license certificate
Import purchase records
Attach Installs to certificate
License
Reconciliation
Ongoing management
SAM, AMP (Asset Mgmt.) and SIS will work together to:
Identify installs without a matching license purchase
Resolve compliance situations by uninstalling or making additional purchases
Keep Remedy updated with license transfer information so records are valid
Take action at the first indication of unauthorized installs

11. Initial Software Reconciliation in 2012
Project Objectives:
Validate and test out the license management capabilities in Remedy Asset Management
Build the software reconciliation processes
Develop the training materials for SIS
Establish metrics for managing the processes on an ongoing basis
Pilot the processes for one product (screen capture software)

12. Initial Software Reconciliation in 2012
Project Results:
Started with only 20% exact matches where both the PC and the license record were in the same name
Worked to update hardware & license records to current user names
Identified additional purchases made from other suppliers & added license records
Uninstalled software where necessary
Initiated purchases where necessary
Achieved over 90% compliance and exact matches

13. Metrics – Asset Management Scorecard
We will track initial and final compliance levels for each reconciliation at a detail level, and report at a summary level on:
Cost of Software Purchased to True Up
Cost Avoidance (Uninstalls)
Future Cost Avoidance (Uninstalls)
We will also track the time required to complete each reconciliation – may help build the business case for additional tools & automation in this space.

14. Focus for 2013
Continue to work on reconciliations for products based on our prioritized list of software to be managed
Begin quarterly validations of all managed products to ensure continued compliance
Software Reconciliations
Need to improve data accuracy & validate that lifecycle processes are being followed
Data Health
Next upgrade to Remedy Asset Management
Start investigation and business case for automated installs, software harvesting, and centralized ownership of software
Next Generation Improvements

15. The Strategy Have a clearly defined objective
No definition = No recognizable value
Identify stakeholders & consumers
Keep an eye on what you want the CMDB to support in the future

16. Configuration Management Asset Management
Goals: Provide logical model of IT environment in a CMDB as basis for ITIL processes.
Configuration Item (CI): Physical or logical IT component managed for its operational impact.
Relationship tracking: Sophisticated relationships between CIs are maintained to assess change risk, analyze root cause of problems, and assess service impact.
Value: Greater business service stability, availability, quality (via ITIL processes that rely on configuration data).
Goals: Manage asset costs, contracts, and usage/ownership throughout lifecycles.
Asset: Physical IT component tracked based on value, contractual compliance.
Relationship tracking: Basic relationships (peer, parent, child) between assets are maintained for retirement process, ownership, software license matching.
Value: Lower asset TCO/acquisition costs, reduced purchasing, more efficient allocation, more accurate budgeting/planning.
An asset can be a CI if it is worth managing for operational stability. CIs not likely to be managed as assets because they have little or no administrative impact include a custom Java component, a business process document, a business service model, etc. Assets not likely to be managed as CIs because they have little or no operational impacts include laptops, desktops, assets on order (not yet received).

17. What is a Dataset?
The primary purpose of datasets is to partition data according to the providers of that data.
A dataset is a collection of CIs and relationships for a given purpose.
Within a dataset, there can be only one instance of a given CI.
You can also use datasets for other methods of partitioning data.
A dataset is a collection of CIs and relationships for a given purpose.
Together they form a picture of some state or time or configuration. Within a dataset, there can be only one instance of a given CI.
BMC applications use BMC.ASSET as the production dataset or the “single source of reference”
All CIs and relationships in the CMDB must reside in a particular dataset.
You cannot have an instance that is not in a dataset.

18. What is Normalization?
Normalization Engine provides a centralized, customizable and uniform way to overcome data consistency problems. It normalizes non-normalized and modified CIs by evaluating the CI using the Product Catalog.

19. CMDB/Asset Management
Hardware Imports
Lease Schedule Imports
BMC.ASSET
Software Imports
Tag Number Imports
The hardware import update is run ad hoc, if we had a temp data set then we need to run the reconciliations accordingly. But if for any reason the recon jobs fails or don't run on time then data in the temp dataset could be over written by the import update (i.e. before it is merged with BMC.ASSET dataset) - We use serial number as a key for recon identifications, so if we had a temp dataset we will need to update the corresponding temp dataset machine records exactly the way we are doing it with BMC.ASSET dataset and that would be a redundancy of work (doing the same function twice, 1- Merge the import to temp dataset and then 2- reconcile the temp Dataset to BMC.ASSET dataset) and adding more complexity to our Merge processes.

20. Overview SCCM Data AIE Filtered Products ETN.IMPORT.SCCM Normalization
RE Jobs ID
Merge
Copy
Delete
BMC.ASSET
We pulll SCCM data via AIE into it’s own dataset. Then we normalize the data for CTI, Product Name, Manufacturer. Then we merge the data into BMC.ASSET. We delete Product from the ETN.IMPORT.SCCM dataset that is being managed by SAM.

21. Permissions
ITSM will add an extra layer of security, allowing people to modify CI’s at the Support Group/Organization level

22. BMC_HostedSystemComponent
Basic Relationships
BMC_ComputerSystem
<Attributes>
AST:AssetPeople
ENT_SIS_COMMUNITY
Owned By
Used By
BMC_HostedSystemComponent
BMC_Product
These relationships are stored outside the CMDB.

23. BMC_HostedSystemComponent
Basic Relationships
BMC_ComputerSystem
<Attributes>
AST:AssetPeople
ENT_SIS_COMMUNITY
Owned By
Used By
BMC_HostedSystemComponent
BMC_Product

24. People/Groups
Pros/Cons of relating people/groups/organizations from Foundation vs. CMDB
Foundation Data
CMDB
Pro
Con
Considerably tighter integration with Incident, Problem, Change, Asset, and SLM.
People/Groups/Organization relationships would not be visible in the BMC Atrium Explorer.
People/Groups/Organization relationships would be visible in the BMC Atrium Explorer.
No out of the box integration or dependencies with the ITSM Suite (IM, PM, CHG, AST, SLM).
Data would only need to be entered in the Foundation data. Workflow automatically pushes Foundation Data updates to the CMDB.
Storing People/Groups/Organization in the CMDB would follow closer with ITIL guidelines.
Workflow would need to be created to sync the data with the Foundation Data (assuming that data would be stored in both areas).

25. Relationships Asset View Configuration Management
Change Record
HW/SW
BMC.ASSET
Asset Console
ADDM
BMC.ADDM
Incident Record
Normalization
&
Reconciliation
Excel
ETN.IMPORT.IPL
PITPAWHP
SIS Community
SQL
ETN.IMPORT.APP
Owned By
Atrium Core Console
Atrium Explorer
Impact Simulator
Atrium Discovery and Dependency Mapping
Launch Method of Federation
Managed By
ETN.IMPORT.SCCM
AIE
SCCM
Federation

26. Federated Link

27. Explore CI

28. Audit Manager People Computer System Status Organization Site
Ledger/Activity Center
Computer System
CI Name
Owned By
Used By
Budget Code
Serial Number
Site for Owned By and Used By
System Role

29. Data Quality Returns Business Value