1. CCMDB Overview
August 14, 2009

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

3. IBM Service Management (ISM)

4. 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

5. 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.

6. 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.

7. 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) …

8. Process Model example, from ITUP

9. 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.

10. CCMDB

11. 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

12. Configuration Management in CCMDB

13. 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.

14. 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

15. 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)

16. Best Practice CI Data Model Example
Relationship Rules
CI Types
Attributes

17. 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, …

18. 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

19. TADDM Topology Viewer

20. 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

21. 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.

22. CI in CCMDB

23. 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

25. 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

26. 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

27. 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)

28. Change Management

29. 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.

30. 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.

31. 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

32. Key Core Services

33. 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.

34. 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 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

35. 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.

36. 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 , Inbox entries and routing memos (using communication templates that provide configurable subject/message containing record data)

37. 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

38. 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

39. 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.

40. 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.

41. 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

42. ISM Process Implementations

43. 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.

44. 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.

45. 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 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.

46. More Information
More information is available on the CCMDB External Wiki: