itsm 6 7.5 migration
TRANSCRIPT
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Live ITSM Migration using Meta-Update®
Ben Chernys
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Outline
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ITSM Migrations: Difficult; No ToolsHow Meta-Update ® Handles MigrationsMeta-Update ® BenefitsSample Migration (Background, Live Demo)A look at Meta-Update ® ScriptingMore Information
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Objectives/Results
ObjectivesLearn what’s involved in an ITSM 6 to 7 data migration Learn how Meta-Update ® facilitates all requirements for a
successful data migrationResults
A live ITSM 6 to 7 migration will be demonstrated
Skills developedAn introduction to Meta-Update ® scripting
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ITSM Data Challenges
The ITSM 7 Suite contains:
Data is represented by acomplex web of differentlyrelated records and tables.
Reference fields and tables are completely undocumented.
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1,800 Forms25,000 Active Links
8,000 Filters
500 Join Forms
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ITSM Data Challenges
The ITSM 7.6 Suite contains:
Reference fields and tables are completely undocumented.
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2700 Forms36,000 Active Links18,000 Filters
800 Join Forms
Data is represented by acomplex web of differentlyrelated records and tables.
1,80025,000
8,000
500
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ARS Data Challenges
All ARS Applications represent “Requests” bytrees of data records.Records in different forms are connected byreferencing data in those records.
Change Request IdChange NumberInstance Id
Three different keysfor a single table.
Work Logork Log
Dependent tableshave their own set of different keys andvarious combinationsof their parent’s keys.
Request IdInstance Id
Change Request IdChange NumberChange Instance Id
Approverspprovers
Approverspprovals
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ITSM Data Challenges
Support Staff Example
A symbolic name must
be looked up and thenew ID referenceassigned.
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G2 – 427
G2 – 427
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ITSM Data Challenges
Migrating data across environments• Once Foundation Data changes are developed and tested there is no
sure way to extract these changes and merge themcorrectly on a
different server.Migrating data across ITSM releases
• ITSM release changes are significant undertakings. The conventionaladvise is to not migrate data because of the difficulty in automatingdata cleansing and migration into mismatching schemas and field sets.
Automating Imports, Customer On-boarding• Can be a complex, time consuming, expensive ARS or ITSM
development task using staging forms and merge workflow.
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Challenges in Migrating to ITSM 79
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Data cleansing• ITSM data is validated. Addresses and model names for example,
need to be looked up against other defining tables. There is no toolthat allows you to automate validation and transformation rules.
Dissimilar Data Schema• Completely different and more complex table structure in ITSM 7. Diary
fields need be converted to records. Attachments must be moved.Completely different Company, Person, Support, Groups, Rights, in
short, Foundation Data structures.Following chains of related records
• A primary cause of difficulties with any extract, import, report, validation- any data operation, on a complex tree of data.
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Ways of Automating Migrations10
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ARS ImportExport
Manual exports toCSVs, Excel tochange values,manual imports.Automated with
staging forms andimport workflow:
a time-consuming,expensive
Workflow Project.
Template-based
ProductsMust use
suppliedtemplates.Can’t use your own or handle
different sources.Manual validation
and firing.Automated withstaging forms
and importworkflow.
PanaceaMigrator DSO AIE
Automated withcomplex Merge
workflow.May requirechanges toapplication.
Workflow Project
can approach APIcosts.
APIPerl
Java c
Sure way toautomate.
Expensive andslow to develop.Usually needsoutside, non-
Remedy staff.
SQL
Dangerous to theintegrity of the
ARS system data.Expensive and
slow to develop.Usually needsoutside, non-Remedy staff.
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Meta-Update Migration Automating11
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ScriptingTool
Meta-Updatereads a simple
ASCII script file,and performsyour functions
through the API.Replete with look-
ups, valuetransforms, file
facilities,messaging anderror handling.
No Server Changes
No Workflow
No server changes at all.
No staging formsand complex
Merge workflow.No changes to
OOTBapplications.
No APINeeded
No APIprogrammers.
No time-consuming,expensive,frustrating
developmentprojects.
Your ARS staff easily implementany automation.
AnySources
Handle CSVs of any type – evenwith line feeds.
Handle your owndevelopedtemplates.
Apply automaticvalue transforms.
Use CSVs asLook Ups.
EffortsCostsTime
ROI is typicallyits first use.
Reduce effortsand time to
delivery by anorder of
magnitude.
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Comparison of Automation Costs
ITSM 6 to ITSM 7 MigrationBased on estimates for an unrealizedmigration, a real migration implementedwith Meta-Update, and an inadequate partialmigration implemented with ARS facilities.
Note that conversion of Diary entries intoWork Logs is not possible without Meta-Update or the ARS API.
PartialMigration
EstimatedMigration
Meta-Update
Months 7 24 3
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Comparison of Automation Costs
ITSM 6 to ITSM 7 Migration
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Estimated
Migration
Meta-Update
Partial Migration
Unrealized Estimated
Robust Migration
People Months
3 24
1 7
1 3
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Migration Milestones
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Demo of a ITSM 6 to 7.6 Migration
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TranslatesOn-boardingCSVs
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Demo: ITSM 6 to 7.6 Migration
We’ll now move to the Demo part of the presentation We’ll start by showing you a running ITSM 6 serverand a partially migrated 7.6.03 ITSM SuiteWe’ll run the Help Desk to Incident script in debugmode with an editor open to walk through a bit of it
We’ll let it run to completion and examine the results
with the User tool
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ITSM 6: HD Case 8
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ITSM 6: HD 8: Requester Profile
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ITSM 6: Attachments Needed
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Meta-Update Scripting
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ITSM 6: HD 8 Add Attachments
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ITSM 6: Add Attachments
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ITSM 6: Attachments Added
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ITSM 6: Notes Diary
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ITSM 6 to 7.6 Help Desk Migration
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ITSM 6 to 7.6 Help Desk Migration
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ITSM 7.6: WL: Attachments
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ITSM 7.6: WL: Attachments
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ITSM 7.6: WL: Missing Requester
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The Requester is looked-upon ITSM 7.6CTM:People If not found, a defaultrequester is used and theSHR:People informationfor the Requester isformatted into a Work Log.
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ITSM 7.6: WL: Missing Requester
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Conclusion
Meta-Update is the only tool available to automatethe value transformations and the ability to followchains of records needed to perform a complete data
migration from prior releases of ITSM or from differingon-boarding data structures.
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Thank You
Check out the Web Sitewww.softwaretoolhouse.com
See Learning, Script Library
Request a Trial License witha Live Install WebExTraining sessionContact us at:[email protected]
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© 2010 World Wide Remedy Users Group. All Rights Reserved.
CA + 1 403 240 4377 GMT – 7 + DSTDE +49 171 380 2329 GMT +1 + DST
Ben ChernysSoftware Tool House Inc.
Questions
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Thank You
Check out the Web Sitewww.softwaretoolhouse.com
See Learning, Script Library
Request a Trial License witha Live Install WebExTraining sessionContact us at:[email protected]
33
© 2010 World Wide Remedy Users Group. All Rights Reserved.
CA + 1 403 240 4377 GMT – 7 + DSTDE +49 171 380 2329 GMT +1 + DST
Ben ChernysSoftware Tool House Inc.
Questions