america first credit union: hp universal cmdb and service manager providing a 360 degree view of it

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America First Credit Union: HP Universal CMDB and Service Manager providing a 360 degree view of ITJared Burton

America First Credit Union - Senior Monitoring Manager

John Gibbons

Greenlight Group - Senior Consultant

• Agenda

– Overview of Solution

• Current state of affairs

• Goal of what the integration will have

– America First Use Case

• Discuss use case

• Review Monitoring Infrastructure

• Discuss UCMDB SM integration

– UCMDB Integration Details

– Service Manager Integration

• Integration challenges

• Resources

– Demonstration

– Questions

Values of Integration • One view into company resources.

• Quick view into the relationships of your

Configuration Items have with each other

• Having accurate inventory information feeding into

your helpdesk tool

• Shared information about the actual states of configuration items (CI) between your HP UCMDB system and your Service Manager system.

• Automate the creation of Service Manager Change or Incident records to perform predefined actions.

America First Credit Union Use Case

• Provide accurate and reliable CI information

from UCMDB to Service Manager to

support the Incident Management process

• Alert the appropriate SME’s based on the

CI’s Assignment Group attribute

UCMDB SM Integration Details

• Basic Integration Walkthrough

• Adding the Assignment Group Attribute

• Enriching the Assignment Group Attribute

• Important files

• Adapter Configuration and Scheduling

• Integration TQL

Integration Details – UCMDB

Supported Queries:

– ApplicationData

– BusinessServiceData

– HostData

– HostRelationsData

– NetworkData1

– NetworkData2

– NetworkRelationsData

– PrinterData

Create Replication Jobs

Run Replication to bring CIs in SM7

Adding the Assignment Group Attribute

Enriching the Assignment Group Attribute

SmSyncConfFile

Xslt files

Service Manager Integration Overview

• Makes use of web services to federate data.

• No More Connect-It Scenarios needed

• Ability to access the UCMDB console

through the Service Manager Clients.

• Direct view of federated data from UCMDB

while viewing a configuration item in Service

Manager

Integration Details – Service Manager

Change Configuration

Item Naming for inbound Hosts

Update the Service Manager System

Information Record

Validate link for UCMDB

Add/Modify Reconciliation records

Modify/Add the Discovery Event Manager

Rules

Modify the WSDL Configuration record

Integration Challenges

• Fully qualified names, and mixed

case can cause incidents not to

match CI’s

• Sitescope events show the SIS

server as the source CI

What have we learned

• Efficient and complete TQL’s

• Ensure adapters are configured

correctly

• Disable Change and Incident Creation

Discovery Event Manager rules while

running initial replication jobs

• Accurate Web Services Description

Language (WSDL) configuration

records

Demonstration

Questions?