hgconcept-itom-service centric operations
TRANSCRIPT
© 2016 ServiceNow All Rights Reserved
1HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
SERVICE CENTRIC OPERATIONSGO BEYOND YOUR SERVICE DESK FUNCTIONS! BY INTEGRATING & CORRELATING ALL ITOM & ITSM ACTIVITIES INTO A TRUSTED #CMDB
Hichem GuemiriSERVICENOW SOLUTION [email protected]+1 (514) 247-0825
Maxime CarrierSERVICENOW SOLUTION [email protected]+1 (514) 962-6136
PRESENTED ON SEPTEMBER, 21st 2016 @MONTREAL SNUG
© 2016 ServiceNow All Rights Reserved
2HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
AGENDA
• What is ITOM?
• How ITOM is related to ITSM
• Why you should implement ITOM along with ITSM
• Where should you start, when implementing ITOM
• What are the ServiceNow ITOM Product capabilities?
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3HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
Outdated Legacy Tools
Declining Customer
Satisfaction
Poor Time to Resolution
At one point we were using three different stop-gap products. They were too expensive to maintain and added very little value!
Staff is losing confidence in IT and beginning to find work-aroundssuch as “shadow IT” to get their work done.
Our manual processes are error-prone and extremely inefficient. It’s taking way too long to resolve incidents and deliver services!
CHALLENGES FACING IT SERVICE DELIVERY TEAMS
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4HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
Lack of Service
Visibility
SlowService Delivery
Unreliable Service
Availability
I can’t tell which systems are connected to each service.
We need to accelerate service delivery, while maintaining quality.
If a service goes down, I can’t find the cause of the outage.
CHALLENGES FACING IT OPERATIONS TEAM
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5HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
AT THE HEART OF SERVICE MANAGEMENT! THE CMDB…
SERVICE
DEPENDENCY
FINANCIAL
MANAGEMENTSOFTWARE
LICENSING
VENDOR
MANAGEMENT
PROCUREMENT
CLIENT
MANAGEMENT
SERVICE
CATALOG
PROBLEM
MANAGEMENT
INCIDENT
MANAGEMENT
CHANGE
MANAGEMENT
CONFIGURATION
MANAGEMENT
REQUEST
FULFILLMENT
ORCHESTRATION
CONFIGURATION
AUTOMATION
SYSTEMS
INTEGRATION
DATABASE
MANAGEMENT
DISCOVERY
DATA CENTER
AUTOMATION
EVENT
MANAGEMENT
BUSINESS
STRATEGY
ENTERPRISE
ARCHITECTURE
PROCESS
DESIGN
PROCESS
ASSESSMENT
CLOUD
MANAGEMENT SERVICE
MAPPING &
DESIGN
SERVICE
DESIGN
SYSTEMS &
NETWORK
MANAGEMENT
RISKS &
COMPLIANCE
I.T GOVERNANCE
CMDB
HR
LEGALGRC
APPLICATION
DEVELOPMENTDATA
MIGRATION
WORKFLOWS
CUSTOM
INTEGRATION
ASSET
MANAGEMENT
OPERATIONS
MANAGEMENT
APPLICATION
MANAGEMENT
PROCESS
AUTOMATION
BUSINESS
MANAGEMENT
SERVICE
MANAGEMENT
I.T
PLANNING
SERVICE
PORTFOLIO
FACILITIES SDLC
SERVICE
MAPPING
VIRTUALIZATION
MANAGEMENT
PROVISIONING
STORAGE
MANAGEMENT
EMPLOYEE
PORTAL
BACKUP
MANAGEMENT
SECURITY
ALERTS
TRAINING
CAPACITY
MANAGEMENT
AVAILABILITY
MANAGEMENT
BUSINESS
CONTINUITY
ROADMAP
STRATEGY
ACQUISITION
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6HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
SERVICE STRATEGY
SERVICE DESIGNSERVICE
TRANSITIONSERVICE
OPERATIONSERVICE
IMPROVEMENT
Service Portfolio Management
Service Catalog Management
Change Management
Service Asset & Configuration Management
Knowledge Management
Event Management
Incident Management
Request Fulfillment
Problem Management
Process Improvement
SERVICE LIFECYCLE MANAGEMENT
IT Asset Management
Access Management
CMDB
SERVICE LIFECYCLE MANAGEMENT
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7HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
IT OPERATIONS MANAGEMENT – FOCUS AREAS
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8HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
ITOM – AN OPERATIONAL LANDSCAPE
STORAGE
MANAGEMENT
SYSTEMS & NETWORK
MANAGEMENT
BACKUP
MANAGEMENT
JOB SCHEDULING
IT OPERATIONS LANDSCAPE
APPLICATION PERFORMANCE
MANAGEMENT
LOG MANAGEMENT
INVENTORY MANAGEMENT
SERVICE
DEPENDENCY MAPPING
WEB & USER
MONITORING
Systems & Network Management tools constitute the central hub of visibility into the status of IT Operations. These tools are used to detect and investigate hardware, network and
software problems.
Log Management constitutes essentially all kinds of software output log files. Logs provide low-level visibility on application behavior; they are extremely useful for debugging, and
can help with tracking recurring errors.
Application performance monitoring (APM) help monitor the behavior of applications by tracking transaction flow, starting with the client, and working down the stack, through the
backend and database. They measure performance metrics such as latency, throughput and error rate. They are used to detect and debug user experience issues.
Web & user monitoring tools measure how applications perform from the outside. They simulate traffic to application from various geographies and alert on failures and timeouts
(Synthetic Monitoring). Additionally, they can be embedded into the web frontends or mobile applications in order to track real failures arising in users clients (Real User Monitoring).
IT process automation is the ability to orchestrate and integrate tools, people and processes through workflow
Event processing tools help automate large parts of the incident resolution process. They consume alerts from any monitoring tool, and run them through a series of processing
steps: Correlation (matching related alerts), Enrichment (adding insight & context to events), Noise Suppression (removing unnecessary events) and Routing (funneling events to
specific stakeholders). Event processing tools are used to boost service uptime and team productivity.
Service dependency mapping automatically discovers data center inventory, configuration, and relationship data, and maps business applications and the IT infrastructure and
business services
CONFIGURATION
AUTOMATION
EVENT PROCESSING
& CORRELATION
CLOUD MANAGEMENT
OTHER MANAGEMENT
TOOLS
DNS / DHCP / IP
DATA CENTER
MANAGEMENT
DATABASE
MANAGEMENT
SECURITY MANAGEMENT IDENTIFIED GAPS
LINUX/UNIX
AUTOMATION &
SERVICE
ORCHESTRATION
IT OPERATIONS
PROCESS
ACTIVITIES
[PROVISIONING]
FIREWALL
LOAD BALANCERS
PROD
UCT
DESC
RIPT
ION
LEGEND
TO UPGRADE/ CONSOLIDATE
MISSING CAPABILITIES
NEED IMPROVEMENT
WELL ESTABLISHED
PRE-
REQU
ISIT
ES
IT OPERATIONS MANAGEMENT PROCESS
MONITORING &
EVENT
ROLES &
RESPONSIBILITIES
CMDB
INCIDENT
MANAGEMENT
DISCOVERY &
SERVICE MAPPING
CMDB POPULATION
3rd PARTY
DISCOVERY
TOOLS
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9HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
THE SERVICE AWARE OPERATIONS
AUTOMATE
OPERATIONS MANAGEMENTTECHNOLOGY CENTRIC
SERVICE MANAGEMENTSERVICE CENTRIC
BUSINESS SERVICES
CMDB
SERVICES
NETWORK /DATA CENTER
STORAGE / BACKUP
DATABASES
SERVERS
APPLICATIONS
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10HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
A SHARED ARCHITECTURE
STORAGE
BACKUP
NETWORK
TELECOM
DATA CENTER
VIRTUALIZATION
SERVERS
INCIDENT
MANAGEMENT
RESPOND TO INCIDENTS / RESTORE SERVICE
SERVICE
CATALOG MANAGEMENT
SERVICE ASSET &
CONFIGURATION
MANAGEMENT
Identify CI s & Dependencies
Manage Service Models
REPORT
MANAGEMENT
PROBLEM
MANAGEMENT
REQUEST
FULFILLMENT
CHANGE
MANAGEMENT
SUPPORTSSUPPORTS SUPPORTS
EVENT
MANAGEMENT
EVENT PROCESSING
EVENT RESPONSE
EVENT INTEGRATIONS
EVENT CORRELATION
EVENT ANALYTICS
SUPPORTS
INTEGRATES WITH
SERVICE LEVEL
MANAGEMENT
KNOWLEDGE
MANAGEMENT
NETWORK
FLOW
DATABASE
APPLICATIONS
SNMP
TRAPS
WMISYSLOGSWEB
SERVICESSCRIPTS
SERVICENOW
CMDB
STAFF
IT ANALYSTS
SYSTEMS
ADMINISTRATORS
CUSTOMERS
DATA
PROVIDED BY
SERVICE DESK
FUNCTION
SERVICE
CATALOG
SERVICE
ADMINISTRATION
SERVICE
DELIVERY
SERVICE
PRODUCING
SYSTEMS
SERVICE
CONSUMERS
SERVICE
REQUEST
SERVICE
SUPPORT
WEB PORTAL
SERVICE PORTAL
WEB ACCESS BASED ON ROLE
SERVICE
RECEIVING END POINT
SERVICE
PROVIDERS
SERVICE
SUPPORT
SERVICES
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11HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
DEFINE YOUR BUSINESS DRIVERS
SER
VIC
E V
IEW • Single / trusted business
service dashboard & console
• Service-centric monitoring as opposed to silo management
OP
ERAT
IIO
NA
L EX
CEL
LEN
CE • Proactive actions and
early detection via trending
• Better understanding of high-peak periods
• Identifying and eliminating availability and capacity bottlenecks
IMP
RO
VE
RES
OLU
TIO
N • Faster and more accurate diagnosis via events correlation
• More incidents resolved by level 1 operational support groups
• Automated logging, filtering and assignment to support group
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12HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
YOUR PROCESS IMPACTS
CONFIGURATION ITEMS
& ASSETS
(ITOM)
NETWORK
Notebooks
Mobiles
ITSM RECORDSSERVICE CATALOG
INCIDENTS / PROBLEMS
CHANGE / REQUESTS
LOCATIONBUILDINGS
ORGANIZATION
SUPPORTING
GROUP
PEOPLEANALYSTS / STAFF / CUSTOMERS / USERS
Where s the impact?
Assignments
Servers
Ownerships
Which Organization is affected?
Impact
Group Members
Identify CI
Who s impacted
Telecom
Security
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13HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
REVIEW YOUR ITOM MATURITY…
OPTIMIZED
4
RESPONSIVE
3
MA
TUR
ITY
LEVE
L
IT OPERATIONS CAPABILITIES
Manual IT Operations processes
Technology centric IT Operations
Independent event management procedures by support team
CMDB Not federated and not integrated
No automated trouble ticketing
Reduced complexity and management in silos
Standardized monitoring tools and procedures
Event management process in place, and responses are standardized
Incident management process integrated with Events management
Federated CMDB in place
Dynamic business services dependencies, and relationships
IT Operations activities automated
Trending & capacity planning reporting and analytics
Services mapped & dependencies documented manually
Events are automatically correlated
Alerts are centralized
EFFICIENT
2
MANUAL
1
BU
SIN
ESS
DR
IVEN
SER
VIC
E
DR
IVEN
Multiple unconsolidated help desks
No event management in place
No official monitoring in place
No Standards in place
0
PRO
AC
TIVE
IT O
PER
ATIO
NS
REA
CTI
VEIT
OPE
RAT
ION
S
CH
AO
TIC
IT O
PER
ATIO
NS
DESIRED LONG-
TERM GOAL
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14HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
INCIDENT RESOLUTION WITHOUT CMDB
SERVICE DESK
ANALYST
ANNOUNCEMENTSERVICE DOWN
CUSTOMERS
EVENT DETECTED IN CONSOLE
EVENT RULE APPLIED
2nd LEVEL
NETWORK TEAM
1st
LEVEL
OPERATORS
OPEN TICKET MANUALLY
3rd
LEVEL
TECHNICAL SPECIALIST
APPLICATION/DATABASE
OPEN TICKET
COMMUNICATION BETWEEN TEAMS
NETWORK
NETWORK MANAGEMENT
CONSOLE
SYSLOG
SERVER
EVENT FORWARDED TO SYSLOG
NOTIFICATION SENT BY EMAIL
EMAIL NOTIFICATION
SNMP TRAP ARE SENT TO SYSLOG
NETWORK ROUTER
SYSLOG EVENT GENERATED
ALERT GENERATED FOR A ROUTER
ACTIVE POLL
OPSCONSOLES
SERVER DATABASE...
ALERTS ARE ACKNOWLEDGED
2nd
LEVEL
SYSTEM [UNIX] SERVER
TEAM
OPEN TICKETS IN HEATfor Windows Server Alert
DATABASE
SERVER
x
x
NO CONNECTIVITY
SERVERS MANAGEMENT
CONSOLE
ALERT GENERATED FOR A SERVER IF NOT REACHABLE[POLLING]
NOTIFICATION SENT BY EMAIL
NOTIFICATION SENT BY EMAILTO APP/DB ADMIN
NOTIFICATION SENT BY EMAIL TO OPS
ALERT GENERATED FOR A DB SERVER IF NOT REACHABLE[POLLING]
MISSING FEATURES:
- Service Discovery, Mapping & Dependency
- Orchestration
- Configuration automation
- Provisioning
- Event Correlation
- Central Notification and escalation system
GENERIC OBSERVATIONS:
- Multiple management consoles are used.
- Longer time to consolidate and detect issues
- Multiple configurations to maintain in various places
- Events and Service Desk tickets are not opened automatically
- A ticket is not open all the time. 10% to 25% of triggered events only, generate an incident.
- Notifications and escalations are configured in multiple tools.
- No Correlations between events
- No automation to repair known issues
- No Impact on service affected.
DB MANAGEMENT
CONSOLE
NOTIFICATION SENT BY EMAILTO APP/DB ADMIN
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15HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
EVENT MANAGEMENT WITH AN INTEGRATED CMDB
EVENT MANAGEMENT
ALERT GENERATED FOR A ROUTER
NETWORK
ROUTERSERVICE DESK
ANALYST
ITSM
CUSTOMERS
EVENT DETECTED IN CONSOLE
EVENT RULE APPLIED
2nd LEVEL
NETWORK TEAM
1st
LEVEL
OPERATORS
EVENT MANAGEMENT3rd
LEVEL
TECHNICAL SPECIALIST
APPLICATION/DATABASE
NETWORK MANAGEMENT
CONSOLE
4. EMAIL NOTIFICATION
2nd
LEVEL
SYSTEM [UNIX] SERVER
TEAM
DATABASE
SERVER
x
NO CONNECTIVITY
SERVERS MANAGEMENT
CONSOLE
ALERT GENERATED FOR A SERVER IF NOT REACHABLE[POLLING]
NOTIFICATION SENT BY EMAIL
ALERT GENERATED FOR A DB SERVER IF NOT REACHABLE[POLLING]
GENERIC OBSERVATIONS:
- A single management consoles are used.
- All events are detected and consolidated
- Cconfigurations and rules are maintained in a single place
- Service Desk tickets are opened automatically
- Notifications and escalations are configured in a single tool.
- Correlations between events
- Automation to repair known issues
- Impact on service affected.
DB MANAGEMENT
CONSOLE
COMMUNICATION BETWEEN TEAMS
Event
Notification
Generated
Event Filtered
Event
Monitoring
System
Event
Correlation
Trigger
Alert
Execute
Actions
Event Generated
Event Generated
INCIDENT
ITSM
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16HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
APPLICATION LAYER
BUSINESS LAYER
Business
Process
Business Service
Business ServiceIs Enabled by
Enables Depends On
Used by Service
Offering
Service Subscription by User
Service Subscription by Location
Service Availability
Service Level Agreements
Outages
[Incidents]
Location
UserUser
Access provided by
Access Provided to
Scheduled Downtime
[Changes]
Application
Service
Business
Application
Business
Application
Application
Service
Depends On
TECHNOLOGY LAYER
Technology Service
VM Machines
Runs On
Runs
Technology
Service
[Database]
Runs OnRuns
Technology
Service
Web Service
Runs
Runs On
VM Machine
Switch Port
Switch
Router
Data Center
Location
VM Host
...
...Server
Database
Application
Database
Instance
Runs On
Runs On
Runs On Runs On
Runs On
StorageRuns On
Runs On
Middleware
Application
Server
Rack
Circuit
UPS
Powers
Feeds
Fed by
Room
Located in
Houses
Located in
Located in
Runs On
Runs On
Data Center
Countains Room
Located in
1
2
3
4
5
6
7
8
5
2
1
1
DESIGN YOUR BUSINESS SERVICE MAP ON PAPER…
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17HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
ELABORATE YOUR SERVICE MAP BY CI CATEGORY
DATA CENTER SERVICES
3rd
PARTY APPS
APPLICATION DRIVER
ORACLE CLIENT SW
WEB SERVICES
3rd
Party Web Application
IIS
MIDDLEWARE
ASP.NET
APPLICATION LAYER
APPLICATION SERVICE #1
USER #3USER #1 USER #2USER #4
BUSINESS LAYER
BUSINESS SERVICE #2 BUSINESS SERVICE #3
Uses
PROCESS #5PROCESS #4PROCESS #1 PROCESS #3PROCESS #2
REALISEZ
BUSINESS SERVICE #1
APP MODULE #2
APP MODULE #1
APP MODULE #3
SERVICE APP #1
SERVICE APP #2
SERVICE APP #3
INTERFACE
APPLICATION INTERFACE
SERVER / VIRTUALIZATION
SERVER
RUNS ON
USES
RUNS ONRUNS ON
PROVIDED BY
PROVIDED BY
APPLICATION MODULE
MAIN
APPLICATION
BUSINESS
APPLICATIONS
APPLICATION
SERVICE
TECHNOLOGY LAYER
RUNS ON
DATABASE SERVICES
CLUSTER 2
CLUSER 1
POWER MANAGEMENT
NETWORK / TELECOM SERVICES
DNS
STORAGE / BACKUP SERVICES
STORAGE / BACKUPDHCP WIRED
RUNS ONRUNS ON
RUNS ONRUNS ON
RUNS ON
APPLICATION
SERVICE
Oracle RAC Cluster
ORACLEDATABASE
UNIX SERVER 1
USERS 3USERS 1 USERS 2 USERS 4
APPLICATION LAYER
BUSINESS LAYER
PROCESS 2 PROCESS 3
Uses
SERVICE 4SERVICE 4SERVICE 1 SERVICE 3SERVICE 2
REALISEZ
PROCESS 1
BUSINESS APP
DB SCHEMA 1
DB SCHEMA 2
DB SCHEMA 3
UNIX SERVER 2
Connects To
APPLICATION 1
PROVIDED BY
PROVIDED BY
DATABASE INSTANCE
DATABASE INSTANCE
DATABASE
SOFTWARE
ORACLE
ORACLE
DATA POOL
OCR
VOTING
DATABASE SCAN
LISTNER
ASM
BOOT
VOLUME
ORACLE
TECHNOLOGY LAYER
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18HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
HOW TO GET THERE?
DEFINE ITOM• Reach a common understanding of what ITOM
means for you
DISCOVERY• Review current ITOM best practices
• Document your current toolsets and capabilities
• Complete and review discovery capabilities including ServiceNow
• Identify and assign all SMEs and schedule discovery workshops
MONITORING• Gather detailed information on monitoring
coverage, parameters and thresholds (ITOM Monitoring Grid.xls, ITOM Tool listing)
• Identify and map the different monitoring processes by product area
EVENT MANAGEMENT• Document the hi-level process design for event
management
DESIRED ARCHITECTURE• Define a target ITOM architecture and processes
• Execute an ROI for acquiring new licensing for existing toolsets
ROADMAP• Agree and communicate the ITOM desired
target
• Agree on the roadmap and required actions to take
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19HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
ITOM PRODUCT APPROACH
VISIBILITY AGILITY AVAILABILITY
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20HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
1.VISIBILITY…
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21HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
SERVICE 360: TELLING A STORY
21
An integrated view of
– Service Definition
– Operational Status
– Security Exposure
– Cost
– Governance
– Project impact
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22HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
Enriched Service Model: Pinpoint the causes of service issues and evaluate impacts of planned changes
SERVICE-AWARE CMDB
• Enables Discovery with Service Mapping to populate service maps into the CMDB
• CMDB service maps include service map editor, mashup of other data sources onto service map, and a single place to manage the complete lifecycle of services
• Create a single system of record for service topology
• Make ServiceNow ITSM and ITOM applications service-aware
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23HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
IT EXECUTIVES – NEED TO KNOW SERVICE PERFORMANCE
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24HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
Understand the financial impact and value of business services
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25HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
2.AGILITY…
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26HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
SERVICE-ORIENTED ECO-SYSTEM
• Vibrant Ecosystem
– Nearly 50 certified integration partners
– Certified integrations provide essential “last mile” configuration capabilities
– ServiceNow Store the source for certified integrations
– Worldwide Solution Providers and Systems Integrators assist in optimizing customer technology and business requirements
SERVICES
EVENT CONFIG
CLOUD
Discovery & Service Mapping
Workflow & Orchestration
CMDB & Analytics
!
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27HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
• Install Patch
• Remove Virus
• Change Network Configuration
• Remote Analysis
• Take Systems Offline
• Rebuild Systems
• Configure Systems
• Reset Passwords
• Automated Forensics
• Information Gathering
AUTOMATE OPERATIONAL AND REMEDIATION TASKS
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28HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
Self Service Provisioning through Workflow and Orchestration
BUILD NEW SERVICES IN HOURS – DEPLOY IN MINUTES
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29HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
3.AVAILABILITY…
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30HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
UNDERSTAND WHAT IS CRITICAL?
SIEMS, Malware, Threat
Network Protection
Endpoint Solutions
Access & IdentitySolutions
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31HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
FILTER THE NOISE TO MAKE IT USEFUL, ACTIONABLE, AND MANAGEABLE
Correlation…
… Understand Business Impact
… Auto Remediation
… Execute Consistent Processes
… Capture Metrics
… Manage Service Levels
… Consolidate Security Information
… Enable IT, Security, & BU Collaboration
… Meet Audit and Regulatory Requirements
SIEM/Monitoring/Alerting
Firewall/IPS/IDS
Identity & Access
Threat/Intel
Vulnerability Detection
Network Security
Security Endpoint
Noise Generators…
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32HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
IT OPERATIONS MANAGEMENTBUILDING BLOCKS
PEOPLE PRODUCT
PROCESS GOVERNANCE
DESIGNING YOUR IT OPERATIONS
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33HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
1. DISCOVERY & SERVICE MAPPING
• PEOPLE
• PROCESS
• PRODUCT
• GOVERNANCE
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34HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
• Any discoverable IT asset information that contributes to the delivery of
a service
• The collection and forwarding of discoverable IT asset information used
for identification, control, recording, tracking, reporting and verification
of configuration items in the CMDB, including the information about CI
attributes and relationships between CIs, as well as relationships
between CIs and the services they support
1. DESIGN 2. VALIDATE
3. DEPLOY
DISCOVERY & SERVICE MAPPING SCOPE
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35HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
GOVERNANCE & POLICY
• Establish standards, policies and scope for discovery of CIs, attributes and relationships; and their updates to the CMDB
• Where possible, CIs, CI attributes, relationships and status changes should be discovered - When discovery is not possible or unreliable, a manual process should cover the gap
• Establish requirements for implementing an automated service dependency mapping tool.
• Document Service dependency mapping capabilities
1. DESIGN
• Validate policies for automatic service dependency mapping
• Align services with EA capabilities and architecture
• Review Standards and policies for record reconciliation
• Validate CMDB data synchronization policies with the discovery and dependency mapping technologies
2.VALIDATE
• Create CIs that support a business service and the relationships between the configuration items
• Create and visualize relationships and dependencies between discovered services, network, servers, storage and interdependent applications:
• Track and compare configurations to approved baselines; detect configuration drift and quickly remediate configuration errors.
3.DEPLOY
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36HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
DATA
CENTER
NETWORK
TELECOM
SERVERS
STORAGE
DBMS
APPLICATIONS
POPU
LATI
NG T
HE C
MDB
BUSINESS SERVICE
APPLICATION
SERVICE
TECHNOLOGY
SERVICE
BUILDING
LOCATION
ORGANIZATION
PEOPLE
ANALYST
GROUP
OWNERSHIP
SLA CI R
ELAT
IONS
HIPS
CUSTOMERS
POPULATING THE CMDB
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37HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
DISCOVERY TECHNOLOGY CAN HELP!
• Agentless discovery
• Will find everything in a given IP range
• Integrated out of the box with the CMDB
• Sets the stage for dependency discovery
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38HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
HOW DEPENDENCY MAPPING CAN REALLY HELP…
Service Health Monitoring
• Real-time dashboard
• End-user & business status
• Service infrastructure status
Rapid Problem Isolation
• Changes, events & incidents
• Across technology domains
• Instant correlation to business service
• Prioritization based on business impact
Change Impact Analysis
• See impact of planned changes on business services
• Compare current and historical configurations
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39HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
TOGETHER, YOU CAN BUILD A CMDB WITH ALL DATA REQUIRED
Configuration Items
Infrastructure Discovery
Automated Horizontal Discovery
Service Map
Service Maps
Payroll E-Banking
AutomatedTop-Down
Business Svc Discovery
CMDB
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40HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
CMDB HEALTH DASHBOARD
Solution: CMDB Health Dashboard Provides Indicators and KPI’s for CI State, Audit Review and Top Change Generators
Problem: Ensuring an accurate CMDB for audit and control
Value: Confidently visualize and manage CMDB for compliance, completeness and correctness
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41HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
ServiceHealth
• Check a service health dashboard to see service outages
• Automatically open incidents for critical issues
• ITSM app Incident Management• Platform CMDB• ITOM package Mapping, Event ,
Discovery
SERVICE HEALTH
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42HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
ServiceMaps
• Drill down into service maps to see root causes of outages
• Check timeline to determine when a service was running, before a change occurred
• Platform CMDB• ITSM app Change Management• ITOM package with Service Mapping
SERVICE MAP
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43HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
Automated Remediation
• Create rollback change requests and other options for fast remediation
• ITSM apps Incident Management and Change Management
• ITOM package with Service Mapping and Orchestration
AUTOMATED REMEDIATION
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44HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
Real-time Reporting
• View real-time reports, including average remediation times of resolved incidents
• Platform feature
REAL-TIME REPORTING
© 2016 ServiceNow All Rights Reserved
45HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
SERVICEWATCH INSIGHT
Data Center Consolidation
Application Rationalization
Outages & Availability
Regulatory Compliance, GRC, Security
Mergers & Acquisitions or Divestitures
Shared Services
Business Services Mapped
Business Service Health & Availability Dashboard
Events CorrelatedSLAs Defined
© 2016 ServiceNow All Rights Reserved
46HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
2. MONITORING & EVENT MANAGEMENT
• PEOPLE
• PROCESS
• PRODUCT
• GOVERNANCE
© 2016 ServiceNow All Rights Reserved
47HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
MONITORING & EVENT MANAGEMENT - SCOPE
• To ensure that service availability and capacity is understood,that service targets are realistically established and that theyare monitored accordingly
• To constantly improve service availability and capacity byproactively detecting, making sense of and efficientlyresponding to service-impacting events
• Streamlined monitoring portfolio toolsets applied to servicesmodels in the early stages of the service lifecycle
• Communicating information that makes sense to the variousstakeholders and that quickly triggers the proper responses
1. PLAN
2. VALIDATE3.MONITOR
4. ANALYZE
© 2016 ServiceNow All Rights Reserved
48HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
GOVERNANCE & POLICY
• Provide standards for tier 1 monitoring and service monitoring
• Establish formal monitoring architecture, policies and strategy
• Establish standards and policies for cloud services and third-party services
• Standardize service availability and capacity modeling conventions
PLAN
• Implement procedures and business rules to establish manageable and adaptive thresholds
VALIDATE
• Implement a policy requiring a response for every production alert
• All actionable alerts/events are sent to a central event console
• Standardize notification template, and define notification standards and architecture
• Standardize escalation rules and procedures (ex: what to do when no acknowledgement, after X hours, etc.)
• Formal rules are used for alerts suppression (ex: alerts resulting from a planned change)
• Define event response standards and architecture (ex: Decentralized to tier 1? Central response scripts repository? Business rules manager?
MONITOR
• Formalize reporting architecture and standards
• Consolidate all views and dashboards into a central monitoring screen to view all events, and incidents
ANALYZE
© 2016 ServiceNow All Rights Reserved
49HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
PROCESS & PEOPLE
• Identify CTA (critical to availability) and CTC (critical to capacity) CIs and parameters, and their impact on the overall service
• Identify thresholds using the service availability and capacity model, and by using historical data or vendor’s specs to set thresholds
PLAN
• Run simulation on service availability and capacity models to validate thresholds
• Provision monitoring based on the service availability and capacity modeling requirements
• Identify which data will be used to populate event records
• Test and tune, then deploy and operationalize
• Provision service availability and capacity model into correlation console
• Use historical data to identify patterns and create additional correlation rules
VALIDATE
• Formalize notification chains
• Formalize notification rules (who, what, when, how)
• Process interface with incident management, change management, request fulfillment
• Tune event response based on past event response
MONITOR
• Identify reports work products (what, when, who, how and audience)
• Design reports (including service availability and capacity reports, using service availability and capacity model)
• Interface reporting activities with the CSI process
ANALYZE
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50HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
RECAP
ITSM + ITOM platform = complete solution for service outages, quicker MTTR, Compliance and Cloud Management
The difference
• Cloud-first
• Service-centric
• Single platform
Organizations with a service centric CMDB and solution:• Cost containment/reduction (operating expenses)• Service availability (quality of service)• Agility and speed (time-to-market)
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51HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
ITOM BEST-PRACTICES
• Integrate with CMDB
• Integrate with Incident Management, automate alerting and escalation
• Collect, filter the noise and normalize events in a single dashboard for all alerts
• Correlate alerts coming from various places: • Monitoring Tools
• Management tools
• SNMP traps, Syslog's and WMI event
• Scripts, other…
• Automate with systems management and console operations
• Design Service Map 1st then implement Tools to support it.
• Automate management of reporting and SLA’s
© 2016 ServiceNow All Rights Reserved
52HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
KEY TAKE AWAY
Establish / Document monitoring standards
Consolidate/ Decommission monitoring Toolsets
Establish and acquire tools for missing capabilities
Implement a common CMDB, and governance to control it
Document / Review IT Operations activities
© 2016 ServiceNow All Rights Reserved
53HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
SERVICENOW BOOKS BY HGCONCEPT
Hichem GuemiriSERVICENOW SOLUTION [email protected]+1 (514) 247-0825
Maxime CarrierSERVICENOW SOLUTION [email protected]+1 (514) 962-6136