CCMDB 7.1.1 Overview

1. CCMDB 7.1.1 Overview August 14, 2009

2. Agenda ISM • Architecture • Process Layer • Data Layer CCMDB • Configuration Management • Change Management ISM • Key Core Services • ISM Process Implementations

3. IBM Service Management (ISM)

4. Collaboration Process Workflow Runtime & Services Common Data Subsystem CIs • Attributes • Relationships Assets • Attributes • Relationships Process Artifacts • Related to CIs and Assets Meta Data • Configurations • Process Escalation Notification Security ISM’s integrated portfolio Change & Configuration Mgmt Service Request Mgmt Incident, Problem and Catalog Release Mgmt Storage Mgmt IT Asset Mgmt Maximo Asset Mgmt Common User Interface Common Configuration Services Web Based Workflow User Configurable User Interfaces Integration Modules Configurable by roles Data Extensions Role base data access Data Visualization Reporting Engine Report Definition Discovery and Application Dependency Mapping Out of the Box Reports Data Adapters Reconciliation Federation Discovery Operational Management Products IBM & Non-IBM Software >Storage Mgmt >Application Mgmt >Monitoring >Server/Device Mgmt >Network Mgmt >Security Mgmt >Discovery tools >Customer developed Key CCMDB (includes TADDM) IT Infrastructure (Server, Storage, Network, Security, Software, Applications, Transactions, Services) Tpae

5. ISM 7.1 Architecture: Simplified Process Layer • It consists of the process automation engine, that provides runtime services for running process managers. • It provides common services to enable your process implementations (ex: workflows, tickets, security, reporting) • It also consists of the ISM process managers that interact with the process automation engine to implement ITIL based processes. Data Layer: CMDB This is the base of ISM. It is a CMDB that centralizes all of a customers IT assets and configuration information into one place. It consists of: • TADDM which covers the data discovery, data loading into a CMDB based on common data model (CDM), building relationships among configuration items (CIs) . • Process automation engine database which includes the TADDM data as Actual CIs (after it is loaded) and Authorized CIs that can be used in all of the ISM processes.

6. Processes and Data! Your business process requirements drive what processes you use in the process layer and what data is needed in the data layer (CMDB). Example: • What are you Critical CIs that have to be under Change Control? • Which CIs are part of key Services? Therefore the process layer and data layer are equally important and depend on each other. Business processes are most successful and efficient when they are running on top of a trusted CMDB.

7. 1. Define your processes • Use ITIL best practices. • Use ITUP • DetailedITIL-alignedprocesses for managing IT down to task level. • Roles performed and detailed responsibilities. • What is consumed and produced by each process activity and task. • How various processes work together to solve an IT pain point. • Use ISM out of the box process implementations. • CCMDB: Change Mgmt and Configuration Management • SRM: Incident and Problem Management, Service Catalog • TAMIT: Asset Management (for IT) • …

8. Process Model example, from ITUP

9. 2. Build a trusted CMDB A trusted CMDB includes: • Accurate CI data • Concise CI data • CIs that are critical to your business. Build trust through: • Discover the real data • Don’t include unimportant and irrelevant data • Avoid duplicate data, unreadable, and inaccurate data. • Secure the data • Verify the data Maintain the trust with Auditing, Change Control, and other tools in CCMDB.

10. CCMDB

11. ITIL-Based Best Practice CCMDB Processes CI Audit Process Control CI Process Change Process Actual CI Changes Change Windows Lifecycles Reconciliation Authorized CI CCMDB Applications Reporting Collections Relationships Workflows Security Groups Work Order Tracking Application Designer Tpae Applications CCMDB DB Configuration & Process Data Audit results RFCs Authorized CIs Actual CIs Incidents Lifecycle Graphs

12. Configuration Management in CCMDB

13. Configuration Management Simplified

14. CI Stages in CCMDB Authorized CIs Discovered CIs (in TADDM) Actual CIs (CDM-based) Promote Import Discovered CIs: CIs that were discovered in an IT environment. Actual CIs: Subset of discovered data. Discovered CIs are imported from TADDM into CCMDB, as read-only. Authorized CIs: Authorized CIs are CIs that are subject to control and modification by the Change Management and Configuration Management processes in CCMDB, and are the target object for many operations within the overall IBM Service Management solution. Sensor and IDML (DLA) Based discovery IT Infrastructure

15. CI Data Models Data Model: Representation of data Common Data Model (CDM): A representation of common CMDB entities, relationships and their semantics. • All discovered and Actual CIs use the CDM. Authorized CI Data Model: A smaller representation of only CIs that are critical to your business. All Authorized CIs will use this model. Recommendations: • Subset of CDM • Use CCMDB best practices models • Tweak model to make it yours (change names, delete attributes and relationship rules that aren’t needed)

16. Best Practice CI Data Model Example Relationship Rules CI Types Attributes

17. Overview CI Discovery in TADDM • TADDM is the single source for discovered CIs in 7.1 • TADDM provides services for naming &reconciliation, attribute prioritization, Discovered CI change history, … • Extensibility in TADDM includes the ability to create new attributes or new CI types • Load data from other source repositories using Discovery Library Adapters and TADDM’s bulk load feature. • Sensors and Discovery Library Adapters are used to aggregate discovered information • configure scope of discovery • Schedule discoveries • What can you do with Discovered CIs in TADDM? • View change history, topology views, …

18. Ways to Discover Data • Discovery Sensors • Credential-less Discovery Sensor (Stackscan) • Credentialed Sensors • Network Devices (Cisco, BigIP, SNMP) • OS (Windows, AIX, Linux, Solaris, VMware, etc) • Application (Websphere, SAP, Domino, LDAP, etc) • Database (DB2, Oracle, Sybase, MSSQL) • Discovery Library Adapters (DLA) / Bulkload • TCM • TPM • Z/OS

19. TADDM Topology Viewer

20. Importing CIs using ITIC IBM Tivoli Integration Composer (ITIC) is the tool CCMDB uses to import Discovered CIs (from the TADDM database) into the CCMDB database, as Actual CIs. ITIC is a generic data tool. CCMDB includes 2 ITIC adapters: • CI Type adapter to import the CDM (one time) • Actual CI adapter to import Actual CIs, using the CDM. This gets runs on a regular basis to keep your Actual CIs accurately representing your discovered data. TADDM Database Server CCMDB Database Server ITIC TADDM Server TADDM CI Type adapter Actual CIs TADDM Actual CI adapter *Optional for CCMDB 7.1

21. Promote Actual CIs to Authorized CIs Promotion is the process of creating Authorized CIs from existing Actual CIs. It allows you to easily use your real time data to start your Authorized CIs from. The Authorized CIs are linked to the Actual CIs and this link is used to Audit to determine unauthorized changes in your IT environment. Promotion should occur once, during deployment of CCMDB (or more than once if you are deploying in stages). Once you are in production and you have Configuration Management and Change Management processes running, you should not be promoting. Configuration Management should be used to update Authorized CIs, when needed.

22. CI in CCMDB

23. Reconciliation (Comparison) Applications Compare Actual CIs to Authorized CIs using Reconciliation Applications before implementing a full Configuration Management Audit process. • Create Reconciliation Task • Specify which CIs should be compared. • Specify what you want to compare: • Specific attributes or • Full CI Comparison: Compares all attributes on each CI and the CIs they are related to. • Schedule reconciliation task to run periodically. • Review results to determine variances. • Optionally take automatic action on variances

25. ITIL-Based Best Practice Configuration Mgmt - Audit/Remediate CI Process Update • Perform desired-state audits • Compare Actual CI to Authorized CI (attributes and relationships) and record results • Remediate variances from results • Open RFC, Incident, update CMDB

26. Test Draft Build Sunset Production Dev’t CI Lifecycle State Management • CI Lifecycle management to prevent unauthorized Changes on protected CIs • Ability to define and manage different states associated with CI’s • States and transition graphs are fully configurable by customers • Ability to have processes interact with states of CI’s • Check validity of state • Protection against Promote to an out of sequence state • Protected vs. non protected states • Can be applied to any CI • Tooling Protected State Non Protected State Non Protected States

27. ITIL-Based Best Practice Make CI Changes to CCMDB DB Close Update CI Request Configuration Mgmt - Control CI Process • Controls changes to CIs in the CMDB • Ensures that all CMDB additions, updates, and deletes have the appropriate controlling documentation • If CI is in a “protected” lifecycle state a valid RFC is required • Can leverage requested CMDB changes identified in the Change process (Lifecycle state)

28. Change Management

29. Change Management Simplified

30. ITIL-Based Best Practice Change Mgmt - Change Process Review and Close Create Assess Approve Accept Schedule Implement RFC • Changes are introduced in a timely and controlled manner • Changes have be assessed and approved. • Minimize service disruptions due to changes.

31. Change in CCMDB Related Incidents, Service Requests, etc Standard change fields: owner, progress, CIs. Impact Analysis Start a workflow Job Plan for Change Type Tasks

32. Key Core Services

33. Start Centers A Start Centercontains a set of portlets that provide links to actions, applications, data, records, and/or reports that are relevant to your job. The layout of the portlets and content of the portlets are completely configurable.

34. Reporting 1. Embeds Java Based Reporting Tool • BIRT Designer • BIRT Engine 2. Eliminates Separate Report Install 3. Delivers Ad Hoc Reporting Tool 4. Delivers Out of the Box Reports • Number of OOB reports depends on product. 75+ are included with CCMDB v7. • Deliver Source, Tools for Customizing and Creating • Present Clear, Value-Add Analysis Reports 6. One step download and print 5. Eclipse-Based Reporting Tool • Makes it easy to create new reports (no coding) • Connects directly to database to test reports

35. Workflows

36. Workflows cont. Workflows provide: • Automation • Overlays a customer’s own business processes onto standard business rules for records • Ensure right kind of approvals and reviews happen on a record • Right set of people are notified on important conditions • Tasks can be routed to people involved in processes • Wizards can step a user thru decision making process, database can be updated based on user’s choices • Runs a variety of configurable actions (change statuses, set values, call Java objects or run executable programs) • Notifies users of assignments and other events by email, Inbox entries and routing memos (using communication templates that provide configurable subject/message containing record data)

37. Work Orders A work order is a request for work to be performed. A job plan is a template, with a detailed description of work, via tasks, to be performed. A job plan can be applied to an unlimited number of work orders. After you apply a job plan to a work order, its tasks are copied into a work plan, aninstance of a work order. Work Orders provide • Tasks require additional task-specific data: task owner, CIs, safety plans, etc • Plan and Actual dates need to be captured, for the specific task • Changes to the CIs need to be captured

38. Escalations Escalations are used to monitor critical processes, conditions and generate alerts. Escalations provide: • Ensure that critical tasks are completed on time • Define multiple conditions per escalation • For each condition, define actions and notifications • Define a schedule that determines how often objects are monitored • Dynamically activate or deactivate escalations Examples: • notifying you before contracts expire • changing the status of a record • changing the owner of a record.

39. Application Designer Application designer provides configuration of applications. This includes: • moving fields and Sections (using drag and drop) • creating new fields, tables, and tabs • creating or duplicating applications • defining signature options • editing the Toolbar or the Select Action menu.

40. Database Configuration Create or modify the objects and attributes in the database used by the applications. All can be done through this application, and not require database scripts or SQL.

41. Integration Framework The Integration Framework is a set of applications that help you to integrate the system with external applications. Key Features of the Integration Framework include: • Pre-defined content to assist in implementing integration requirements in a timely manner. This content is a comprehensive set of outbound (Channels) and inbound (Services) integration interfaces that are available to use immediately. • Applications to configure, pre-define, and to create new integration definitions. • Applications to facilitate the customization of pre-defined content using a processing rule engine, Java and Extensible Stylesheet Language Transformations (XSLT). • Support for multiple communication modes, including: • Web Services • HTTP • Java Message Service (JMS) messaging • Database interface tables • XML/Flat files • ssh

42. ISM Process Implementations

43. CCMDB Process Implementations All CCMDB out of the box process implementations are based on ITIL process definitions. They include: • Processes (Change, Audit, etc) are initiated with a process request. • Classifications are used to specify the type of request (ex: Audit CI, Update CI, Change) • Accepting a process request creates the process instance, using a workflow. • The process instance is a new Work Plan (instance of a Work Order) • Job Plans are used to provide the process tasks (they are attached to the Work Plan). • Multiple OOTB Job Plans are included that match tasks defined by ITUP. • Owners are assigned to tasks by default, based on ITIL roles (ex: Change Approver). All tasks appear in owner’s inbox, when they need their attention. • Workflows are used to automate tasks and status changes. Examples: • When a Process Request is accepted, a workflow is used to automatically create a Work Plan. • When an approval task is completed in a Change, a workflow is used to update the Change progress field.

44. ISM Processes: Content ISM Processes provide OOTB content to assist with business process administration.

45. What is a Process Configuration? Configuration refers to any change or update that is made using any of the ISM applications or tools. • Configuration is used to adapt ISM to fit a customer’s environment. Common configuration: • Configuring Start Templates • Configuring Users and Roles • Configuring Applications to have company logo • Configuring communication templates, to change what gets included in email notifications • Configuring applications to show exactly what the customer cares about (ex: remove a column, add a field) • Configuring security to hide certain fields based on security group/role • All configurations are fully supported and upgrade tools will upgrade them from version to version. • Configuration does not include writing java code or database scripts. These are referred to as customizations. Customizations are rarely needed due to the amount of configuration that can be done using the applications that are included with CCMDB.

46. More Information More information is available on the CCMDB External Wiki: http://www.ibm.com/developerworks/wikis/display/tivoliccmdb/Home