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Configuration Management:Getting Started

Presented By: Tony Iannetta, Evergreen Systems

Overview

• What is Configuration Management

• Why Configuration Management

• The Scope of Configuration Management

• What You Can Learn

• Getting Started

• Q&A

What is Configuration Management: 3 Legs

Three major components of the configuration management system

1. Configuration management (CM) is a set of policies, processes and disciplines for effectively identifying, controlling, auditing and managing configuration data

2. Configuration Management Data Base (CMDB) the data repositories for the identification of all configured items (CI’s), their attributes and their relationships to other CIs and the related IT data that supports the service management processes

3. Configuration Management Automation (CMA) the body of technologies necessary to effectively execute the auditing, controlling, visualizing and managing of all configuration data.

Inventory Management

Asset Management

Configuration Management

In some sense, it is the natural progression of an IT Asset Management Database….

What is Configuration Management

Regulatory Compliance – The Y2K of ITRegulatory compliance includes configuration integrity of theproduction environment

• The three pillars of configuration integrity:1. Configuration Management and CM automation2. Change Management disciplines and automation 3. Identity and access management (IAM)

• Implications1. Reduce IT audit and compliance efforts by 60-80%2. 80-90% fewer penalties

Why Configuration Management: Reason 1

2005 Gartner, Inc. 29 November 2005/ID number G00131741

Improving service quality Configuration management contributes to improving quality ofservice by

– maintaining the information necessary to ensure IT changes do no harm – 87 % of all IT incidents are caused by poor change management.

– Increase speed and responsiveness to changes in the businessAND

Lowering cost of service deliveryConfiguration management contributes to lowering the cost of service by:

– Increasing utilization of existing IT resources– reducing the investment in IT infrastructure

2005 Gartner, Inc. 29 November 2005/ID number G00131741

Why Configuration Management: Reason 2

Aligning IT with the businessConfiguration management contributes to improving alignment of IT with

the business by– Enabling service level uptime agreements– Enabling rapid development of new services or changes to existing services

as the market dictates– Demonstrating the same rigor in IT that the business puts toward it’s

customer.

Business Service Management (BSM) the real end gameStages of BSM of global $1B+ companies

– Chaotic – 35% - limited formal processes for managing IT– Reactive – 44% - IT inventory management implemented project by project

with some basic ITIL processes– Stable – 14% - Integrated service delivery. IT asset management integrated

with ITIL– Proactive – 7% - Business service framework– Predictive – 1 % - Resource allocation to business need

2005 Gartner, Inc. 28 September 2005/ID number G00131333

Forester Research Inc. “IT Asset Management, ITIL and the CMDB Paving the Way for BSM”, October 2005

Why Configuration Management: Reason 3

It’s the Center of a System…

Change Management

(Plan)

Configuration Management

(Register)

Incident Management

(Check)

Release Management

(Do)

Problem Management

(Act)

RFC’s

Corrective Measures

InnovationImprovement

Change

InstallAnalysis/Evaluate

Build/Buy

White Spaces

White Spaces White Spaces

White Spaces

Why Configuration Management: Reason 4

Service Level Management

Needs information about services and the relationships

between services and the underlying infrastructure CIs.

Financial Management for

IT ServicesNeeds information about the use of services and CIs.

IT Service Continuity Management

Use standard configurations from the CMDB (baselines) to specify disaster recovery

requirements and check that these configurations are available at the disaster

recovery site.

Capacity and Availability Management

Use the CMDB to identify the CIs that contribute to a service and for Component Failure Impact Analysis

(CFIA).

Use data from the CMDB to plan the optimization of the IT infrastructure, to allocate the workload, and to

develop a capacity plan.

Why Configuration Management: Reason 5

…and Not Just the Support System

The Scope of Configuration Management: The Process

P

Start Plannng

Identification

Control

Status Accounting

Verification and Auditing

Reporting

Scope, Policy, etc.

Family, Structure

Procure, Receive, deploy, Maintain, retire

Status Change

Recommended Scope, Policy Changes

Status Change

Recommended Scope, Policy, Identification ChangesReport

Measure, Feedback, Recommend

CM

RFCs and Tasks

CM

Completed Tasks and Closed Changes

a set of policies, processes and disciplines for effectively identifying, controlling, auditing and managing configuration data

Determine Policy, Strategy and Objectives for available information. Identify tools, resources and how information should be shared

Selection and identification of CI structures into the CMDB including data “owners”, relationships and documentation.

Ensure only authorized CI’s are captured “receipt to disposal”. Also ensures no CI’s are added or modified within the CMDB without appropriate control documentation. (example-an approved Change Request). Collects and monitor CI history and

current status for completeness and accuracy.

Perform physical audits and reviews to ensure data is complete and accurate

Support reporting requirements from ITIL process areas in support of process function and CMDB data integrity.

CI is an Asset?

Action is Maintenance

?Yes

ITAM Process

No

Non Asset Family Control

Process

Yes

RFC/Task

Completed Task or ChangeChange Mgmt

RFC/Task

Change Mgmt

Identification

Planning

Identifcation

New or Changed Asset CI

New or Changed Non-Asset CI

Recommended Changes to Structure

Recommended Changes to Policy, Scope

The Scope of Configuration Management: The Control Process

Server Receive to Deploy Data Capture

ReceiveDeploy –

Stage Deploy –

InstallDeploy –

Operational

OperationsBreak/fix upgrade/

modify

DecommissionRename/

Inventory/ retire

Attribute

Lifecycle Status

Attribute

Lifecycle Status AttributeEnv Status Environment Status Change DateBackup / Exception GCM Backup hostname Backup ActiveMAC(s)GRIPs IDIP Addresse(s)Server Type(s)Active StateReservation StatusDR- Repurpose- StatusCompute FarmCompute Farm TypeHW Support GroupHW Support Group e-mailPlatform Support GroupPlatform Support Group e-mailAsset ParentAsset Lease Start DateAsset Lease End dateBackup Media ServerBackup scheduleBackup Retention PolicyHandover DateAccepted DateWWN(s)DNS Alias(s)Network Interface name(s)Virtual IP(s)

AttributeShelfRegion City OfficeFloor Data HallCabinet

AttributeHostnameCPUNum CPUsTotal Memory OS CSGDNS Domain Information OS Domain InformationBackup NeededGRIPs IDMemory TypeHBA TypeHBA NumNIC TypeNIC NumClustered BuildPurpose

AttributeInternal Asset IDAsset TagAsset ClassSerial NumberBarcodePrimary PO NumberCost CenterModelVendorLifecycle Status Lifecycle Status Change DateCreated by Created DateLast Modified By Last Modified Date

The Scope of Configuration Management: The Control ProcessLinking the Process to the Data

Application Design to DeployData Capture

Design Build DeployDeploy –

OperationalOperations

Patch/upgrade

OptimizeRename/

Inventory/ retire

Attribute

Lifecycle Status

Attribute

Lifecycle Status

AtributesApplication NameApplication IdentifierApplication DescriptionBusiness Function performedIT Services supportedLifecycle Status Change DateLifecycle StatusExecutive SponsorGeographies SupportedBusiness Criticality SLA HyperlinkBusiness OwnerIT Operations OwnerIT Development OwnerSupport ContactsData Base TechnologiesDependent ApplicationsSystem ArchitectureUser InterfacesNetwork TopologyApplication TechnologiesNew Development CostsAnnual Operations CostsAnnual Support CostsAnnual Maintenance CostsOutsourced FunctionsOutsource PartnersProduction MetricsOLA HyperlinkSupport Metrics

AtributesApplication NameApplication IdentifierApplication DescriptionBusiness Function performedIT Services supportedLifecycle Status Change DateLifecycle StatusExecutive SponsorGeographies SupportedBusiness Criticality Business OwnerIT Development OwnerData Base TechnologiesDependent ApplicationsSystem ArchitectureUser InterfacesApplication Technologies

AtributesSLA HyperlinkIT Operations OwnerSupport ContactsNetwork TopologyApplication TechnologiesOutsourced FunctionsOutsource PartnersOLA Hyperlink

AtributesNew Development CostsProduction MetricsSupport Metrics

The Scope of Configuration Management: The Control ProcessLinking the Process to the Data

The Scope of the Configuration Management: The Data

• CMDB – Configuration Management Data Base Ideally defines what we have, who uses it, how

CIs interact with and impact other CIs, which services and business processes the CIs support

• CI – Configuration Item (a category, type or family of IT components such as ‘servers’ or

‘applications’) – IT Asset management is a good source of CI’s but not all assets are CI’s and not

all CI’s are assets.

– Logical CI – The logical grouping of physical entities. The top tiers of a hierarchy

– Physical CI – A physical, tangible IT component that performs a specific function. The lower

tiers of a hierarchy

– Virtual CI – Performs the same function as a physical CI but does not have a physical form

• Attribute – a data field associated with the CI

• System of Record – the official owner of an attribute (accountable for accuracy)

KEYBANK

ProviderOrganization

SupportGroup

SupportTeam

Technology

Database

Technology

Server

Technology

Document

Technology

BusinessApplication

Technology

BusinessApplication

Database 123

System (A)

Service (A)

Technical

Server A

Incident 001

Person

Application ABC Application XYZ

LogicalPhysical

Hierarchical/Logical Relationships

Company

Adapted from “Modeling the Enterprise IT Infrastructure, A Service Management Approach”, by David Chiu and D.L. Tsui, BMO Financial, 2004

Functional Relationships

Owns Belongs to

KEYBANK

ProviderOrganization

SupportGroup

SupportTeam

Technology

Database

Technology

ServerPlatform

Technology

Document

Technology

BusinessApplication

Technology

BusinessApplication

Database 123

System (A)

Service (A)

Technical

Server A

Incident 001

Person

Application ABC Application XYZ

Creates DatafeedReceives Datafeed

Runs (contains)Runs on (installed on) Runs (contains)

LogicalPhysical

Company

Adapted from “Modeling the Enterprise IT Infrastructure, A Service Management Approach”, by David Chiu and D.L. Tsui, BMO Financial, 2004

The Vendor Landscape is everchanging……

The Scope of the Configuration Management: The Technology

Charles Betz, ERP4IT

A Successful Configuration Management Technology Platforms should….

• Act to federate (Integrate) key vendors and tools

• Support reconciliation of CIs – real time discovery

– Application and infrastructure discovery

• Support/Enable automated mapping of CI relationships

– Relationship visualization

– Correlates relationships back to the business service or process

• Support/Enable synchronization of the environment

The Scope of the Configuration Management: The Technology

Agentless Passive Discovery & Mapping

• No Network Bandwidth Needed

• 24/7 Discovery

• Discover What You Don’t Know

• No Credentials or Agents to Install

• No Deep Dive Server Discovery

• Can only Read Header data if packets are Encrypted

Intranet

Router

Server

Server

Server

Server

Server

Server

Switch Switch

CollectorAppliance

CollectorAppliance

Discovery & MappingAggregatorPROS CONS

A

B C

DE

F

Agentless Active Discovery & Mapping

Discovery & MappingServer

Network

ServerServer

Server

Lo

gin

Cre

den

tial

s(W

MI,

SN

MP

, S

SH

)

• Deep Dive Data without Agents to Install

• Simple Maintenance and Upgrades

• Must Define IP Search Ranges

• Security Risk

• Network Bandwidth Impact

PROS CONSA

B C

DE

F

Agent Discovery & Mapping

Discovery & MappingServer

Network

Server Server

Server

• Deepest Data Detail Dive

• No need for Security Credentials

• Less Network Bandwidth Needed

• Must install and Maintain Agents on Target Servers

• Must Define IP Search Ranges

• More Costly

PROS CONS

Agent

Agent

Agent

Delta

Re

su

lts

Res

ults

Res

ults

Ma

nu

al &

Sch

ed

Re

qu

es

tsR

esu

lts

A

B C

DE

F

Configuration Management Technologies and Integration

CMDB

Change Mgmt

Inventory Control(Asset

Repository)

Service Management Incident/Problem Mgmt

Create / Relate

Asset Management Reconciliation

Purchasing

Create Asset

Create Purchased CI

Discovery & MappingAgent & Agentless

CMDB Update

Create Change

Create UpdateAttributes

Create UpdateCI

Business Process &

Application PortfolioLogical CI

Physical CI

CMDB Types

Centralized Federated Real-time/Virtual

CMDB

Physically Store all CIs,

Attributes, and Relationships

Reconciliation

CMDB

Only Critical Attributes

Stored and all Relationships

Reconciliation

Service MgmtSystem

Asset MgmtSystem

Applic MgmtSystem

Identity MgmtSystem

Discovery&

MappingSystem

Service MgmtSystem

Asset MgmtSystem

Applic MgmtSystem

Identity MgmtSystem

Discovery&

MappingSystem

Service Mgmt System

Virtual

CMDB

Virtual

CMDB

Application Access Forms

BusinessProcess

DesktopDiscovery

&Mapping

Network

Etc…

Linking Logic

Best Practices and Lessons Learned

• Executive Commitment– Early, Continuous, Visible high-level sponsorship is critical

• Scope and Charter– Start with “easy wins” and high-value efforts.– Fully define set of definitions of terms and concepts– Get assets under control first with policy adherence – Consider IT Governance Strategy when developing Configuration Management strategy

• Marketing and Adoption– Include stakeholders in policy and process design for buy-in– Focus extra effort on cross-departmental processes and hand-off’s– Identify “your job will get harder” cases for extra training and support– Over-communicate with all stakeholders – Embrace conflict: it means people care and are paying attention

• Process– CHANGE MANAGEMENT – CHANGE MANAGEMENT – CHANGE MANAGEMENT– Build policies and processes for ongoing development– Start with Asset Management (Receipt to Disposal)

• Technology– Know what you have before you acquire more stuff– Develop configuration management disciplines before automating

• Data– Use the processes to drive the data requirements (just enough data)– Data accuracy and control to ensure ongoing accuracy is critical– Reduce the number of repositories– Start with a wide and shallow approach for CI relationships

Getting Started

Begin by…..• Establish a reasonable scope

• Document terms and concepts

• Documenting the current state of IT data and process

• Develop a product portfolio of current technologies

• Formulate the future state of IT data, process and technologies

• Formulate a roadmap and break it into doable phases

• Position for organizational change

• Establish a comprehensive foundation

• Establish data integrity

• Integrate with the enterprise

• Establish linkages

• Perform audits

Configuration Management

Questions?