hp change, configuration and release management (ccrm) 9.0

©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Session ID: BTOT-WE-1515/3 Twitter hashtag #HPSWU

©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

David Jasso Senior Product Manager, Foundations and Solutions (david.jasso@hp.com)

Eran CohenSolution Functional Architect, Solution Services R&D (eranc@hp.com)

Date: December 1st, 2010Session ID: BTOT-WE-1515/3

HP Change, Configuration and Release Management (CCRM) 9.0Solution Update

Agenda• Introduction• CCRM Use Cases• CCRM Integrations• Q&A

Introduction

HP IT Service ManagementEnterprise strength management to run IT like a business

Configuration Management System (CMS)

DDM*

Virtual and Physical Assets

Service Desk• Incident• Problem• Knowledge• SLAs

Change Mgmt• Planning• Approvals• Impact/risk• Virtual CAB

Service Catalog• Self service• Goods• Services• Provisioning

Asset Mgmt• Hardware• Software• Contracts• Entitlement

Automatedremediation

Automated

execution

Automatedprovisioning

Automated

compliance

*) Discovery and Dependency Mapping

HP CCRM Solution

• Utilize best practices• Self-service capabilities

Optimize costs

• Ensure effective IT controls• Impact analysis• Track and record

Reduce risk

• Automate & integrate processes

• Improve collaboration• More successful changes

Maximize IT operations efficiency

Automation

Configuration Management System (CMS)

Service Desk

Change Mgmt

Service Catalog

Asset Mgmt

Physical and Virtual Assets

Integrated IT Change ManagementITIL v3 change management process flow

Log

RequestsReview CAB

User Interaction,Problem Management

Evaluate &

Close

Release & Deployment,Request Fulfillment

ImplementApproveAssess &

Plan

CAB

Configuration Management

Types of Changes

Operational Change

• Any Change to the IT Infrastructure that does not require software development.

• Part of the Service Lifecycle, may be triggered in order to maintain, restore and/or improve Service Levels.

Application Change

• Any Change to the IT Infrastructure that requires software code to be developed, this may include either the creation of new code or the modification of existing code.

• Part of Application Lifecycle Management (ALM).

CCRM 9.0 Solution Modules

Core Solution

(SM 9.2, RC 9.1, UCMDB 9.0)

Extension 1

(OO 9.0)

Future

Extension

Future

Extension

CCRM Core Use Case

Core Use CaseLog Request

ImplementLogRequests

ReviewReview &

CloseApprove

Assess &Plan

CAB

Configuration Management

Request For Change Submission

Change Initiator logs the RFC in SM, including all Change details and affected CI

Can select preferred time for implementation The RFC is automatically assigned to the relevant

Change Owner

Core Use CaseReview

ImplementLogRequests

ReviewReview &

CloseApprove

Assess &Plan

CAB

Configuration Management

Verification that RFC is CAB Ready

The RFC is automatically assessed and evaluated with impact analysis, risk analysis, collision detection and time period conflicts

Quick and easy visibility in SM of the objective assessment data, enables the Change Owner to perform initial assessment, resolve conflicts and get “Right the First Time”

Advanced: Use RC interface for automatic suggestion of new time for change implementation in case of conflicts. This new definition will be updated in the SM RFC

Core Use CaseAssess & Plan, Approve

ImplementLogRequests

ReviewReview &

CloseApprove

Assess &Plan

CAB

Configuration Management

CAB Discussion & Approval

The CAB assesses the RFCs based upon risk and impact, as well as detects collisions after the RFC has already been scheduled.

CAB votes to approve or reject the RFC which updates the SM RFC record

Any rejection will return the RFC back to the Change Owner for further planning

Advanced: CAB can be held virtually using the RC Interface

Core Use CaseImplement

ImplementLogRequests

ReviewReview &

CloseApprove

Assess &Plan

CAB

Configuration Management

Change Implementation

Approved RFCs are updated in SM and can proceed to implementation

Once the Change has been implemented – Discovery keeps UCMDB updated

Change Implementer updates the Change record in SM with the implementation results.

Core Use CaseReview & Close

ImplementLogRequests

ReviewReview &

CloseApprove

Assess &Plan

CAB

Configuration Management

Change Outcomes Validation

SM indicates whether the relevant CI attributes have been changed as planned

Perform a Post Implementation Review to confirm that the Change has met its objective and update the Change Record

Advanced: PIR results can be logged in RC for future RFC assessments

The Change record is closed

CCRM Automation Extension Use Case

The Power of Using OO• Faster Change

Execution and Provisioning: speed time to market and reduce staff hours

• Enforce standard implementation processes that can be leveraged every time by every team

• Automate tasks to reduce amount of human errors

Automation Extension Use CaseLog Request

Request for Change Submission

Change Initiator logs the RFC in SM, including all Change details and affected CI

Can select preferred time for implementation Can to attach predefined OO flow that will

automatically implement the change The RFC is automatically assigned to the relevant

Change Owner

ImplementLogRequests

ReviewReview &

CloseApprove

Assess &Plan

CAB

Configuration Management

Automation Extension Use CaseReview

Verification that RFC is CAB Ready

The RFC is automatically assessed and evaluated with impact analysis, risk analysis, collision detection and time period conflicts

Quick and easy visibility in SM of the objective assessment data, enables the Change Owner to perform initial assessment, resolve conflicts and get “Right the First Time”

Advanced: Use RC interface for automatic suggestion of new time for change implementation in case of conflicts. This new definition will be updated in the SM RFC

ImplementLogRequests

ReviewReview &

CloseApprove

Assess &Plan

CAB

Configuration Management

Automation Extension Use CaseAssess & Plan, Approve

CAB Discussion & Approval

The CAB assess the RFCs based upon risk and impact, as well as to detect collisions after the change has already been scheduled

Forward looking Change Calendar CAB votes to approve or reject the Change in RC,

which updates the SM RFC record Any rejection will return the RFC back to the

Change owner for further planning Advanced: CAB can be held virtually

ImplementLogRequests

ReviewReview &

CloseApprove

Assess &Plan

CAB

Configuration Management

Automation Extension Use CaseImplement

Change Implementation

Approved Changes are updated in SM and can proceed to implementation

Ability to attach an OO flow that will implement the Change

The OO flow can be executed manually or automatically

Once executed, the OO flow automates the implementation and updates the RFC

Once the Change has been implemented – Discovery keeps UCMDB updated

Change Implementer updates the Change record in SM with the Change outcomes

ImplementLogRequests

ReviewReview &

CloseApprove

Assess &Plan

CAB

Configuration Management

Automation Extension Use CaseReview & Close

Change Outcomes Validation

The OO flow results in the RFC can be used for Review

Additional OO flows can be executed from the RFC for verification

SM indicates whether the relevant CI attributes have been changed as planned

Perform a Post Implementation Review to confirm that the Change has met its objective and update the Change Record

Advanced: PIR results can be logged in RC for future RFC assessments

The Change record is closedImplementLog

RequestsReview

Review & Close

ApproveAssess &

Plan

CAB

Configuration Management

CCRM Integrations

CCRM 9.0 Solution Scope

CORE:- Service Manager 9.20- Release Control 9.10- Universal CMDB 9.0

ReleaseControl

ServiceManager

Discovery & Dependency

Mapping

Operations Orchestration

SA

Oth

er

CA

NA

SE

UCMDB Extension 1:- Operation Orchestration 9.0

Optional:- DDMA 9.0

CCRM 9.0 Integrations

ReleaseControl

ServiceManager

Discovery & Dependency

Mapping

Operations OrchestrationS

A

Oth

er

CA

NA

SE

UCMDB1

1. DDM is used to discover the actual state of the CI in the environment and populate this in the UCMDB.2. When the Actual state CI is updated in the UCMDB, a change notification is published and consumed by

Service Manager. Service Manager then validates the change against a planned RFC or creates an unplanned RFC.

3. UCMDB provides a view of upstream/downstream impacts of a change on CIs, applications and business services.

4. Within Service Manager :a. You can now view the full Release Control calendar of recorded RFCs.b. You can see assessment and calendar tabs from Release Control. c. Release Control populates the Service Manager RFC with the calculated risk, calculated impact,

collisions, and time period conflicts.d. Release Control updates Service Manager tickets with reschedule and approval changes

5. Optionally, Service Manager can execute run book automation scripts for gathering more information, implementing changes and verifying change results. Operations Orchestration leverages Network Automation/SA/CA/SE to automate and standardize as much of the change process as possible.

CCRM 9.0 Integrations

ReleaseControl

ServiceManager

Discovery & Dependency

Mapping

Operations OrchestrationS

A

Oth

er

CA

NA

SE

UCMDB

1. DDM is used to discover the actual state of the CI in the environment and populate this in the UCMDB.2. When the Actual state CI is updated in the UCMDB, a change notification is published and consumed by

Service Manager. Service Manager then validates the change against a planned RFC or creates an unplanned RFC.

3. UCMDB provides a view of upstream/downstream impacts of a change on CIs, applications and business services.

4. Within Service Manager :a. You can now view the full Release Control calendar of recorded RFCs.b. You can see assessment and calendar tabs from Release Control. c. Release Control populates the Service Manager RFC with the calculated risk, calculated impact,

collisions, and time period conflicts.d. Release Control updates Service Manager tickets with reschedule and approval changes

5. Optionally, Service Manager can execute run book automation scripts for gathering more information, implementing changes and verifying change results. Operations Orchestration leverages Network Automation/SA/CA/SE to automate and standardize as much of the change process as possible.

2

2What behavior you want to invoke if a known CI

configuration has changed?

CCRM 9.0 Integrations

ReleaseControl

ServiceManager

Discovery & Dependency

Mapping

Operations OrchestrationS

A

Oth

er

CA

NA

SE

UCMDB

1. DDM is used to discover the actual state of the CI in the environment and populate this in the UCMDB.2. When the Actual state CI is updated in the UCMDB, a change notification is published and consumed by

Service Manager. Service Manager then validates the change against a planned RFC or creates an unplanned RFC.

3. UCMDB provides a view of upstream/downstream impacts of a change on CIs, applications and business services.

4. Within Service Manager :a. You can now view the full Release Control calendar of recorded RFCs.b. You can see assessment and calendar tabs from Release Control. c. Release Control populates the Service Manager RFC with the calculated risk, calculated impact,

collisions, and time period conflicts.d. Release Control updates Service Manager tickets with reschedule and approval changes

5. Optionally, Service Manager can execute run book automation scripts for gathering more information, implementing changes and verifying change results. Operations Orchestration leverages Network Automation/SA/CA/SE to automate and standardize as much of the change process as possible.

3

CCRM 9.0 Integrations

ReleaseControl

ServiceManager

Discovery & Dependency

Mapping

Operations OrchestrationS

A

Oth

er

CA

NA

SE

UCMDB

1. DDM is used to discover the actual state of the CI in the environment and populate this in the UCMDB.2. When the Actual state CI is updated in the UCMDB, a change notification is published and consumed by

Service Manager. Service Manager then validates the change against a planned RFC or creates an unplanned RFC.

3. UCMDB provides a view of upstream/downstream impacts of a change on CIs, applications and business services.

4. Within Service Manager :a. You can now view the full Release Control calendar of recorded RFCs.b. You can see assessment and calendar tabs from Release Control. c. Release Control populates the Service Manager RFC with the calculated risk, calculated impact,

collisions, and time period conflicts.d. Release Control updates Service Manager tickets with reschedule and approval changes

5. Optionally, Service Manager can execute run book automation scripts for gathering more information, implementing changes and verifying change results. Operations Orchestration leverages Network Automation/SA/CA/SE to automate and standardize as much of the change process as possible.

4

4

Fully embedded Release Control

assessment features within the RFC ticket

3

Impacted data is derived from

UCMDB relationships

4

Launches Release Control

calendar

Fully LW-SSO enable

4

Fully embedded Release Control

calendar features within the RFC ticket

You can also view the calendar from Incident and Problem Management records.

CCRM 9.0 Integrations

ReleaseControl

ServiceManager

Discovery & Dependency

Mapping

Operations OrchestrationS

A

Oth

er

CA

NA

SE

UCMDB

1. DDM is used to discover the actual state of the CI in the environment and populate this in the UCMDB.2. When the Actual state CI is updated in the UCMDB, a change notification is published and consumed by

Service Manager. Service Manager then validates the change against a planned RFC or creates an unplanned RFC.

3. UCMDB provides a view of upstream/downstream impacts of a change on CIs, applications and business services.

4. Within Service Manager :a. You can now view the full Release Control calendar of recorded RFCs.b. You can see assessment and calendar tabs from Release Control. c. Release Control populates the Service Manager RFC with the calculated risk, calculated impact,

collisions, and time period conflicts.d. Release Control updates Service Manager tickets with reschedule and approval changes

5. Optionally, Service Manager can execute run book automation scripts for gathering more information, implementing changes and verifying change results. Operations Orchestration leverages Network Automation/SA/CA/SE to automate and standardize as much of the change process as possible.

5

5

Affected CIs from the RFC

5

CI selected from previous wizard screen from the

current RFC

5

Open the OO report

referenced in the body of the

message/activity.

5

Resources

39 HP Confidential

Coming Soon!Solutions Portal available from

SelfSolve

• HP Software and Solutions external portal• www.hp.com/go/ccrm

• www.hp.com/go/itsm

• www.hp.com/go/ucmdb

• HP Software and Solutions Support external portal• http://support.openview.hp.com/selfsolve/manuals

• HP Software Partner Central external portal• https://h20229.www2.hp.com/partner/protected/portfolio/solutions/index.html

Resources

Solution Portal

Solution Artifacts

Q&A

david.jasso@hp.com

eranc@hp.com

Continue the conversation with your peers at the HP Software Community hp.com/go/swcommunity