1. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler to support the management of a large and complex IT environment IWR-3D Management Portal 1), a WIKI based Change- and Configuration Management Tool 1)by Markus Bäker, Bernd Zakel, Achim Grindler

2. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler typical situations in day to day service support motivation for Change and Configuration Management some definitions datamodel of the Configuration Management Database tool design to support change and configuration management Agenda

3. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler Typical situations in day-to-day operations you are in the troubleshooting process, and don‘t know the recent changes that have been made. an IT service is unavailable, and you don‘t know all involved components and their dependencies a server system is offline, and you don‘t know the exact impact to your customers business processes there‘s an error in a software module, and you don‘t know all systems where this module is installed there‘s a hardware failure, and you have no information about the maintenance contracts some well-known situations ?

4. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler better management and accounting of IT assets better identification of relationships between IT components better alignment of IT and the business needs (achieving enterprise objectives) better control and documentation of changes impact analysis of the environment (troubleshooting and planning) Configuration Management: objectives

5. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler Transparent view over the entire IT environment (hardware devices, software, request for changes, problems, incidents, services, customers etc.) Reproduction of the lifecycle of IT assets Detailed information over deployed IT equipment Control of IT assets (e.g. consolidation, optimization) linking all other ITSM processes to the CMDB Configuration Management: tasks

6. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler configuration: collectivity of IT components (logical and physical) and their relationships among each other configuration management database (CMDB): datastore containing different configurations, designed to support configuration management tasks (see before) configuration item (CI): entity in the CMDB Important definitions

7. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler baseline configuration: secured and documented setup for a distinct and productive IT service request for change (RfC): document, that describes the whys and hows of implementing changes in the IT environment (planning / approval) change: activity, affecting items so that a deviation of the baseline configuration is caused Important definitions...

8. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler mapping different configurations Configuration 1 Configuration 2 Configuration Management Database (CMDB)

9. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler Data model: customers view

10. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler Data model: customers view

11. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler Data model: templates

12. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler Data model: templates

13. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler Data model: templates

14. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler Data model: templates

15. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler Components related to Configuration Items Data Store for Configuration Data (CMDB) + revision history User Management / Configuration Management Forward Schedule of Change Recent Changes / todays dates Reports Tasks / maintenance planning Favorites / Profiles Software Architecture: Management Portal

16. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler Software Architecture: overview

17. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler Software Architecture

18. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler

19. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler

20. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler benefits by using a Portalsolution in conjunction with a wiki system The input of CI data information is checked The process of defining related items and attaching items simplified One can define SQL queries instead of wiki fullsearches to get more complex reports and analysis. Some users like the degree of freedom they have with the wiki, others like to be guided (higher Acceptance)

21. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler ??????????????? ?? any requests … thank you for your attention... a more detailed tool demo will be possible during the workshop later on...

22. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler 3D stands for: services for desktopsystems and datanetworks operation of the whole datanetworks for FZK –WAN, LAN, WLAN –VPN, RAS delivery of IT services for more than 4500 Users –Internet Access, Extranet Access –Mail and Fax –Software Deployment –Networking- and Desktop-Security Services of IWR-3D (what‘s our job?)

23. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler other IT services for a limited amount of users –Identity Management (Active Directory) –File- and Print Services –WEB-Services and SQL-Databases –Terminalservices and last but not least 1 st an 2 nd level support for all these services that‘s reason why we consider ITIL service support concepts Services of IWR-3D (what‘s our job?)

24. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler Data model: templates

25. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler Data model: templates

26. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler Data model: templates

27. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler CI Information pages... ---- == Informations == ### CI/Informationtemplates/Hardware->General Information ### ### Special Information ### === Attached Configuration Items === #### Operator #### #### Operatingsoftware #### #### Applicationsoftware #### #### Virtual Maschines ####... Templatefabric-CI e.g. CI/Server

28. Ch & Co Mgmt Tool FZK/IWR-3D HEPiX Fall 2005 Achim Grindler CI Relationships:... == Relationships == === Services === ","CI/Service/%/ ",3,1)> === Networkdevices === ","CI/Networkdevice/%/ ",3,1)> === Requests for Change === ","CI/RfC/%/ ",3,1)> === Known Errors === ","CI/Known_Error/%/ ",3,1)> === Racks === ","CI/Racks/%/ ",3,1)> === UPS === ","CI/USV/%/ ",3,1)> e.g. CI/Server