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ITSM Asset Management Technology Process Link Workshop The information in this document shall not be disclosed outside BMC Software and shall not be duplicated, used or disclosed in whole or in part for any purpose other than to evaluate the information as provided. BMC Software and the BMC Software logo are registered trademarks or trademarks of BMC Software, Inc. Copyright © 2007, BMC Software, Inc Workshop Guidelines Your participation is key to success » Be open, honest, direct and concise » Be prepared to take ownership of items requiring further action If it isn’t written down it is not clear Build consensus Silence is concurrence Avoid fixating on "how we do it today" and instead focus on the business drivers for our process steps No idea is a bad idea Issues and outstanding items will be recorded in a ‘Parking Lot’ Notes will be taken during the workshop 2 Copyright © 2007, BMC Software, Inc Workshop Objectives Purpose: to identify gaps between ITSM Asset Management out-ofthe-box and the [Company Name] processes and procedures. Define Configuration/Asset Management Roles and Responsibilities Define Asset Lifecycle Establish CI Ownership Policies Review the Configuration Item and Configuration Component lifecycles Review Configuration/Asset Management activities and procedures Establish guidelines for updating the CMDB Review Base Data used by the Asset Management module Determine scope, depth and breadth of CMDB Identify source(s) of initial CMDB data Identify Reporting Requirements Identify Integration Requirements 3 Copyright © 2007, BMC Software, Inc Configuration/Asset Management Roles Configuration/Asset Management Process Owner Overall authority and responsibility for the process metrics, policies and procedures ITSM tasks include: » Reviewing reports Configuration Manager(s) Responsible for the overall quality and integrity of the Configuration/Asset Management processes and the CMDB ITSM tasks include: » Determining scope, depth and breadth of CMDB » Planning and scheduling CMDB Audits » Reviewing reports 4 Copyright © 2007, BMC Software, Inc Configuration/Asset Management Roles Configuration Administrator Responsible for updating the CMDB in response to other processes ITSM tasks include: » Creating and updating CI records » Updating Incident, Change and Request records Configuration Auditor Responsible for conducting periodic audits of the CMDB ITSM tasks include: » Comparing CI records to physical CIs » Producing exception reports » Creating Incident or Change records to address exceptions 5 Copyright © 2007, BMC Software, Inc ITSP Permissions and Functional Roles Asset Administrator Full access to all CI and Component records Asset User Full access to CI records to which the user is associated by a Contact Association permitting access, and to attached Component records View-only access to all other CI and Component records 6 Copyright © 2007, BMC Software, Inc ITSP Permissions and Functional Roles Asset Viewer View-only access to all CI and Component records Availability Manager May receive notifications relating to Unavailability Threshold Breach Alerts 7 Copyright © 2007, BMC Software, Inc Asset Management Permission Model Roles AM Functions Asset Admin Asset User Asset Viewer Purchasing User Receiving User Manage CIs •Read Access •Write Access to CIs user supports (Includes ability to Create - Contracts - Configurations - Costs - Schedules - Outages - Returns - Work Info - Impacted Areas Read Access No Access No Access Manage Inventory No Access No Access No Access No Access 8 Copyright © 2007, BMC Software, Inc Permission Model (continued) Roles AM Functions Asset Admin Asset User Asset Viewer Purchasing User Receiving User Manage Contracts •No Access from AM Console •Write Access from CIs user support. •Read Access for all other CIs •No Access from AM Console •Read Access from CIs No Access No Access Manage Configurations •No Access from AM Console •Write Access from CIs user support. •Read Access for all other CIs •No Access from AM Console •Read Access from CIs No Access No Access 9 Copyright © 2007, BMC Software, Inc Permission Model (continued) Roles AM Functions Asset Admin Asset User Asset Viewer Purchasing User Receiving User Manage Costs •No Access from AM Console •Write Access from CIs user support. •Read Access for all other CIs •No Access No Access No Access Bulk Updates No Access No Access No Access No Access Schedules •No Access from AM Console •Write Access from CIs user support. •Read Access for all other CIs •No Access from AM Console •Read Access from CIs No Access No Access 10 Copyright © 2007, BMC Software, Inc Permission Model (continued) Roles AM Functions Asset Admin Asset User Asset Viewer Purchasing User Receiving User Purchasing No Access No Access •Write Access to Purchase Requisitions (including Line items) that are assigned to your support group. •Write Access to Purchase Orders No Access Receiving No Access No Access No Access Access to all Receiving functions 11 Copyright © 2007, BMC Software, Inc Planning the CMDB in Asset Management Scope Which CIs will be tracked in the CMDB? (e.g. Servers, Software, Contracts, etc.) Define Product Categorizations that will be used to classify the Configuration Items Depth The number and level of CI relationships to be maintained. (i.e. Topology, Dependencies) Review CI Association Types Review Contact Association Types Breadth The level of detail to be tracked on CIs (i.e. what specific information will be recorded?) Review CI Attributes, Financials, Maintenance Schedules and other fields Review CI Impacted Areas 12 Copyright © 2007, BMC Software, Inc Populating the CMDB Identify existing data source(s) Identify minimum data requirements ITSM requires only the Status and assigns a unique identifier (Configuration Item ID) Identify a resource to prepare data loads Plan initial audit and correction activities 13 Copyright © 2007, BMC Software, Inc Updating the CMDB Identify the process for entering CIs and Components into the CMDB and for updating CI and Component records Requests for updates to existing CI records and creation of new CI records can originate from other processes Existing processes (Incident, Change, Request) can be used to document and track these requests Identify the process for updating the Product Catalog to accommodate new CIs. 14 Copyright © 2007, BMC Software, Inc Maintaining the CMDB Identify the process for comparing the CMDB to physical CIs. Scanning software or discovery tools may be used to inventory the actual physical CIs Identify the process for correcting errors in the CMDB Discrepancies may be identified periodically (i.e. by the Service Desk) Incidents can be raised to address these discrepancies 15 Copyright © 2007, BMC Software, Inc Notifications Notifications are sent to individuals or groups based on events, such as: Work Log Assignment Contract Expiry CI Unavailability Assignment and Escalations Individual or system-wide preferences can be set for the default notifications, such as: Enable or disable group or individual notifications Notification Method (Alert, Email, Pager) 16 Copyright © 2007, BMC Software, Inc ITSM 7 CI Categorization In order to minimize modifications to the Atrium CMDB, the ITSM 7 Foundation base data structures were mapped to existing ITSM 6 data structure fields already in the CMDB. ITSM 6 Fields in the CMDB Category Type Item Model Version Manufacturer ITSM 7 fields in the CMDB with same field IDs Product Categorization Tier 1 Product Categorization Tier 2 Product Categorization Tier 3 Product Name Model/Version Manufacturer 17 Copyright © 2007, BMC Software, Inc ITSM 7 CI Categorization Previous ITSM Product Categorization 18 Copyright © 2007, BMC Software, Inc Configuration Item and Component Lifecycles CIs and Components use the same Status Values. CI/Component States (Status Values) represent the progression of the CI/Component through its lifecycle. All state transitions are permitted for Configuration Items. 19 Copyright © 2007, BMC Software, Inc Configuration Item and Component Lifecycles Each Status Value can have associated Status Reasons to further describe the actual state of the CI/Component. Status Reasons are not required for any Status value. 20 Copyright © 2007, BMC Software, Inc Available Configuration Item Status States Ordered Received Being Assembled A Configuration Item can be created in any state. Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor 21 Copyright © 2007, BMC Software, Inc ORDERED Status Ordered Received Being Assembled A Configuration Item can be created in any state. Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor 22 Copyright © 2007, BMC Software, Inc RECEIVED Status Ordered Received Being Assembled RECEIVED: The CI was received in shipping. Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor 23 Copyright © 2007, BMC Software, Inc UNDER CONFIGURATION Status Ordered Received Being Assembled BEING ASSEMBLED: The CI is being assembled. Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor 24 Copyright © 2007, BMC Software, Inc DEPLOYED Status Ordered Received DEPLOYED: The CI was installed. Being Assembled Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor 25 Copyright © 2007, BMC Software, Inc IN REPAIR Status Ordered Received Being Assembled IN REPAIR: The CI is down for maintenance. Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor 26 Copyright © 2007, BMC Software, Inc DOWN Status Ordered Received Being Assembled DOWN: The CI is down, but not yet in maintenance. Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor 27 Copyright © 2007, BMC Software, Inc END OF LIFE Status Ordered Received Being Assembled END OF LIFE: The CI is no longer being deployed. Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor Attached to CI Not Attached to CI 28 Copyright © 2007, BMC Software, Inc TRANSFERRED Status Ordered Received Being Assembled TRANSFERRED: The CI was transferred to another location. Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor 29 Copyright © 2007, BMC Software, Inc DELETE Status Ordered Received DELETE: The CI is marked for deletion. Being Assembled Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor 30 Copyright © 2007, BMC Software, Inc IN INVENTORY Status Ordered Received Being Assembled IN INVENTORY: The CI is in inventory but not yet deployed. Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor 31 Copyright © 2007, BMC Software, Inc ON LOAN Status Ordered Received Being Assembled ON LOAN: The CI is on loan to another location. Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor 32 Copyright © 2007, BMC Software, Inc DISPOSED Status Ordered Received Being Assembled DISPOSED: The CI is no longer available and was disposed of. Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor 33 Copyright © 2007, BMC Software, Inc RESERVED Status Ordered Received Being Assembled RESERVED: THE CI was reserved and taken out of inventory. Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor 34 Copyright © 2007, BMC Software, Inc RETURN TO VENDOR Status Ordered Received Being Assembled RETURN TO VENDOR: The item must be returned to the vendor or unwanted. Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Reserved Return to Vendor 35 Copyright © 2007, BMC Software, Inc Availability Measurements Critical Success Factors (CSFs) measure the effectiveness of the Availability Management Process, for example: Quality of IT Services is maintained Impact of unavailability is minimized IT and business productivity improves User satisfaction is maintained Key Performance Indicators (KPIs) are individual goals that are measured to ensure that the CSFs are met, for example: Percentage reduction in Mean Time To Repair Increase in Mean Time Between Failures and Mean Time Between System Incidents Increased availability (% of time available) 36 Copyright © 2007, BMC Software, Inc Integration Requirements Determine whether the ITSM CI Store must be synchronized with the Atrium CMDB for use with other applications Identify any automated tools that will be used for populating or auditing the CMDB For any required integrations, define: Data to be transferred Mechanism of data transfer Direction of data transfer Frequency of data transfer Exception handling 37 Copyright © 2007, BMC Software, Inc Procedure Review Procedures to update CMDB Product Catalog Entries Creating new CI records Updating Existing Cis Components and Inventory Contract Associations Procedure to create new Contract records Tracking Financial Information Service Maintenance Objectives and Unavailability Archiving and Deleting obsolete CI records 38 Copyright © 2007, BMC Software, Inc Requirements Checklist Identify user(s) who require Asset application permissions and Functional Roles Identify the process to request modifications to the CMDB Identify Data Requirements Product Catagorizatoin for CIs and Components CI Attributes CI Class and CI Type menus Approval Rejection Reasons 39 Copyright © 2007, BMC Software, Inc Contracts The Contracts functionality was re-written to create a contracts subsystem, so that other applications can reuse or extend it’s functionality Five Types of contracts with AM Warranty Support Maintenance Lease Software License Fields added for: Customer structure: Company -> Organization -> Department Contract Support Group: Support Company->Support Organization->Group >Individual 40 Copyright © 2007, BMC Software, Inc Support Contracts A support contract keeps track of contracts you might purchase for support of a product. You can have a support contract that gives you access to customer support for any problems or questions you have about the scanner. You can create a master support contract that shows the general terms and parameters, with subcontracts for specific items. You can have a software contract with a company, and you can have subcontracts for support of each software product you purchase. 42 Copyright © 2007, BMC Software, Inc Warranty Contracts Use a warranty contract to track a guarantee of a piece of equipment against mechanical imperfections and defects. For example, if you buy a scanner, a warranty contract replaces any defective parts for the scanner, for a defined period. When you purchase a piece of equipment, it might come with a warranty contract, or you might purchase an additional or extended warranty. 43 Copyright © 2007, BMC Software, Inc Lease Contracts Use a lease contract to track details associated with leasing equipment. For example, if you lease several servers from one company, you might have a master lease contract that shows the general terms and conditions, and subcontracts for each server. 44 Copyright © 2007, BMC Software, Inc Maintenance Contracts Use a maintenance contract to provide routine maintenance by a vendor. For example, when you purchase a network printer, it might come with a maintenance contract. Or, you might decide to purchase an additional or extended maintenance contract for a piece of equipment. 45 Copyright © 2007, BMC Software, Inc Software License Management Software License Management keeps track of what software a company has and whether it has the legal right to use it Organizations that are not compliant face possible legal charges and maintenance charges. Example: companies acquire other companies, and the software licenses from those companies are not accounted for. 46 Copyright © 2007, BMC Software, Inc Setting Up Software License Management Software license compliance can automatically track usage with a combination of PDEs and Software Contracts When a CI is created that matches the exact six-tier product and class categorization of the product dictionary entry that is related to the contract, the contract will be automatically related to the CI. 47 Copyright © 2007, BMC Software, Inc Active SW License Mgmt (“ASWLM”) Software is discovered and monitored for usage Request for change initiated by Asset for underused software Discovered instances are recorded against license count in Asset Mgmt Software removed 48 Copyright © 2007, BMC Software, Inc Software License Management Process Workflow 49 Copyright © 2007, BMC Software, Inc Product Dictionary & Definitive Software Library (DSL) The DSL is a central repository of approved product dictionary entries (PDEs) used for application recognition PDEs are the definitive or master names and descriptions of software applications Any BMC application can use the DSL to identify a single name for a software application and its versions, which in turn supports software license compliance. Includes over 10,000 applications (Windows only in this version) Used by Marimba, ITSM & can be used for 3rd party tools » Marimba & ITDS – SW normalization » ITSM – pre-populate product categorizations OOTB By default, each PDE in the DSL has an accompanying model and version form that contains the option “Requires Contract.” » This option is used by the software license management engine to determine if the existing PDE must have a related software license contract. 50 Copyright © 2007, BMC Software, Inc Asset Management & the Product Dictionary The Product Catalog is the “master” view The Product Dictionary and DSL provide additional details The Product Dictionary is a component of the DSL The Product Dictionary is used to pre-populate product categorizations with “best practices” data for software titles Normalizes the ITSM data with the Product Dictionary info used by IT Discovery Suite Next releases will follow this model for hardware information to create an “ITIL-inspired” Definitive Hardware Store 51 Copyright © 2007, BMC Software, Inc Product Dictionary (PD) Elements A PD entry (or application) is made up of one or more files Application “suites” are made up of one or more PD entries PD Information includes: Product version DSL location Suite info Files SW manufacturer PD version Attachments 52 Copyright © 2007, BMC Software, Inc DSL Elements Definitive Software Library (DSL) Repository of authorized and approved SW, versions, releases, etc. » “Golden image(s)” Linked with Marimba Deployment Manager » Location information & “channel” recognition DSL data includes: ID, instance ID, name & description Type (Marimba package, source control, etc.) State (active, inactive, etc.) History Location Size Support contact info Dates (create date, modify date, etc.) Attachments 53 Copyright © 2007, BMC Software, Inc DSL Data Can be imported during installation of any of the ITSM applications Can be imported after installation Updates can also be imported as they are made available. 54 Copyright © 2007, BMC Software, Inc Financial Management Overview Total Cost of Ownership - Concepts Cost types Purchase, maintenance, tax, other Depreciation Charge-backs 55 Copyright © 2007, BMC Software, Inc Financials - General Total cost of ownership Per Gartner Group, the purchase cost of an IT asset represents approximately 30% of the total cost of owning an asset TCO is a concept introduced to track these additional costs Multi-currency support Ability to input costs in multiple currencies Configure the “functional” currencies available for conversion (for reporting, etc.) 56 Copyright © 2007, BMC Software, Inc Sources for Cost Entries 57 Copyright © 2007, BMC Software, Inc Costs - General Cost Types Input available throughout the app » PR, main asset forms, contracts, change requests (incident & problem costs coming in Skyline/Wailea) Cost types » Examples are purchase price, sales tax, maintenance, repairs, lease, training, depreciation, etc. » Customer may define additional cost types Depreciation Accounting method to allocate an asset’s cost basis over its useful life Configuration option (asset type, location, site, etc.) to automatically associate a depreciation methodology and useful live to assets in the same class Depreciation methodologies supported » Straight-line, Declining balance (150 & 200%), sum-of-theyears digits 58 Copyright © 2007, BMC Software, Inc Cost Management Framework & Charge-backs Cost Management Framework We do TCO, however, those silly accountants want to attribute costs to time periods as well as assets over their life Wanted to create an underlying structure that would support “accounting-type” processes & reporting geared to the CIO & LOB Cost Manager Role in your customers’ organizations? What department? (IT, Finance, Biz Relationship Mgr.) 59 Copyright © 2007, BMC Software, Inc Charge-backs – Cost Center 60 Copyright © 2007, BMC Software, Inc Charge-backs - Configure Time Periods 61 Copyright © 2007, BMC Software, Inc Charge-backs – Print Reports Five Charge-back reports (Crystal Reports) Charge-back Invoice » Provides a detailed list of charges for the cost centers or business units. Charge-back Summary » Provides the total costs of the charges made to cost centers. It shows three types of total costs - Total Direct Cost, Allocation To and Allocation From. Cost Incurred by Source » This report is similar to Charge-back Summary Report except the charge-back percentage is not added to charge. Unallocated Reports » Provides of the list of charge-back entries that falls under the default cost center. Adjustment Reports » Shows the adjustments made. 62 Copyright © 2007, BMC Software, Inc BMC Foundation Discovery Autodiscovery of network connected devices - detailed hardware attributes & software inventory Powerful query capability for any device & new tabular views Exportable table views to a file in a variety of formats (PDF, Excel, RTF, HTML, and CSV) Integrates with the BMC® Atrium™ CMDB 63 Copyright © 2007, BMC Software, Inc What is BMC Foundation Discovery? Foundation Discovery First Cut – “What do I have?” “How can I monitor what is deployed?” Agent-less device discovery/inventory Detailed hardware attribute discovery Software inventory based on registry information Network device discovery An agentless discovery solution that is easy to install/easy to use, FD polls the network using IP address ranges and a “ping sweep”/scan of used ports, returning detailed hardware and software information found in the Registry, NETBIOS, Secure Shell, and WMI stores of connected devices. It also returns data, via SNMP, on the switches, routers, and hubs existing in the network. Enable IT managers and network administrators to quickly determine hardware FD discovers devices across all platforms, and software inventory positions Reduce TCO of network elements Reduce end-user support costs by providing help desk personnel with details that enable them to remotely troubleshoot and correct problems Provide asset managers with auto-discovery of everything connected to the network returning data to the BMC Configuration Management Database (CMDB) so other Service Management processes can be supported as well, i.e., Asset Management & Change Management, as well as broader service management initiatives such as Change and Configuration Management and Business Service Management. 64 Copyright © 2007, BMC Software, Inc Asset and Port Inventory Inventory discovery type Discovery method Required credential OS fingerprinting TCP Port Scan (nmap) None SSH /Telnet (for UNIX systems only) UNIX root account* WMI ( for Windows systems only) Windows administrator login* SSH /Telnet (for UNIX systems only) UNIX root account* WMI ( for Windows systems only) Windows administrator login* SSH /Telnet (for UNIX systems only) UNIX root account* WMI ( for Windows systems only) Windows administrator login* Asset Inventory Hardware Installed Products Patches *or system accounts (a limited list of parameters are retrieved) Related queries Application inventory Cluster inventory Database inventory Device inventory Server inventory System inventory 65 Copyright © 2007, BMC Software, Inc Network inventory discovery Use network discovery to discover network devices and how they are connected within a network Discovery types Network Printer » Discovers printers and their logical and physical connection Network Computer » Discovers computer systems, such as workstations and servers, and their logical and physical network connections, incl. Network adapters, IP addresses, IP subnets, and LAN and WAN interfaces Network Infrastructure » Discovers network infrastructure devices such as routers and switches and their physical and logical cnetwork connection, incl. MAC addresses, IP address, IP subnets, and LAN and WAN interfaces Related queries Device inventory 66 Copyright © 2007, BMC Software, Inc BMC Configuration Discovery Agentless and agent-based integration Autodiscovery of detailed configurations of hardware and software attributes across servers, workstations, laptops, and handhelds Integrates with the BMC® Atrium™ CMDB 67 Copyright © 2007, BMC Software, Inc Configuration Management Reports Available Configuration Item reports include: Configuration Items by Status All Configuration Items CI Component List Available CI Availability reports include: Open CI Unavailability by Scheduled or Actual Dates Completed CI Unavailability by Scheduled Dates or Actual Dates KPI targets and measurements for Availability include Availability Percentage, Duration and Summary Availability Statistics SMO Percentage 68 Copyright © 2007, BMC Software, Inc