How to Implement the CA CMDB Fujitsu’s Outsourcing Business Martin Kästle

Transcription

Drive Business Value with Service and Portfolio Management
PS444SN
How to Implement the CA CMDB
in 6-Weeks for a Customer of
Fujitsu’s Outsourcing Business
Martin Kästle
Fujitsu Technology Solutions
Abstract
Martin Kästle
Fujitsu Technology Solutions
This project is an example of a CMDB project where Fujitsu in Germany as a
service provider was given an extremely short time to deliver its services to
one of its customers, a Munich based financial institution. Therefore this
CMDB project had to follow CA Technologies best practices in order to
minimize the scope of the CMDB and the initial implementation of the CMDB.
The ITIL® processes and the given infrastructure already in place still had to be
taken into account. The session will highlight how this CMDB project was
executed with a combination of CA Services and Fujitsu resources.
ITIL® is a Registered Trade Mark of the Cabinet Office
How to implement the CA CMDB in 6 weeks for a
customer of Fujitsu’s outsourcing business
Martin Kästle - Fujitsu Technology Solutions
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Copyright 2013 FUJITSU
Fujitsu – Close to Customers Globally
 The Vision and the Ambition
 Human centric ICT contributes to an intelligent society
 Reshaping ICT – reshaping business and society … with you
 The Approach
 Customer and partner centric, consultative and service oriented
 The Portfolio
 Rich, customer oriented set of products, solutions, services
 Research and development close to customers across the world
 Quality engineering and process excellence
 Advanced sustainability with and through IT
 Staging, configuration and testing at factory
 Multiple delivery models: as infrastructure,
managed, in cloud
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Fujitsu – Facts and Figures
 Established 1935
 173,000 employees
 54.5 B$ revenue
 President Masami Yamamoto
 Presence in > 100 countries
 Research in Japan, US, UK, Germany, China, Singapore
 2.9 B$ annual R&D investment
 Manufacturing in Japan, Asia, Europe, North America
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Agenda
 Project Background
 Proposed solution
 Implementation Preparation
 Implementation
 Call for action
 Critical Success Factors
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Project Background
 Customer is a major outsourcing account of Fujitsu Technology Solutions
 Part of the outsourcing deal was to replace the existing ITSM applications
 The previously existing tool landscape was a combination of “homegrown” and “off the shelf” products
 Stepwise implementation of the involved processes
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Project Background
 The account team started its planning with the
replacement of the call tracking application
 At the time of the application architecture planning
Fujitsu unfortunately did not have its multi-tenant
version of CA Service Desk Manager (TRIOLE for Services) in place
 Another existing (non-CA) Fujitsu application had to be chosen for Incident
Management and therefore the original planning did NOT foresee the usage
of the CA Technologies CA Configuration Management Database (CA CMDB)
 Next, the Configuration Management requirements were outlined in multiple
sessions with the customer
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Implementation Preparation
 Configuration Management
 The Configuration Management requirements were outlined in multiple sessions
with the customer
 Target definition and Process design
 Continuous monitoring of all process elements
 All relevant IT Service Management Processes needed to be supported
 Agree on step-by-step approach, rather than “big bang”
 Simplification of the data maintenance by reduction of complexity
Through standardization, automation and distribution of data maintenance
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 Outline the planned CMDB data model
 Define the needed CI classes
 Dependency analysis and definition
 Define CI statuses and their process flows
 Conceptional planning of the revisioning
 Declaration of access control
 Definition of additional Libraries (i.e. define SW Library, document libraries…)
 Integration into existing tool landscape
 Definition of “leading” databases
 Planning of the rollout concept
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Tool interfacing
ITSM
Deskview
Loader
Initial Load
ServicePortal
Request Entry
CI Data
Data Center
manually
Network
Monitoring
CMDB
Portal
Reporting
Active
Directory
Contact Data
CA ITCM
Scan
CI Data
SAP
License
Management
CI Data
Network
MS SCCM
Scan&
Distribution
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Copyright 2013 FUJTSU
Process interfacing
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Process flow
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Call for action
 In contradiction
confirmation
of the
of theoforiginally
plannedplanned
contradictiontotothethe
confirmation
of vendor
the vendor
the originally
Configuration Management
application,
this application
did notdid
cover
full the
Configuration
Management
application,
this application
notthe
cover
breadth
of theofConfiguration
Management
requirements
as it encountered
full
breadth
the Configuration
Management
requirements
as it
previously unpredictable strong performance issues
encountered
 the focus moved to CA CMDB
 The
focus moved to the CA CMDB
 Fujitsu had now adopted a global CA strategy for the ITSM application stream, the focus moved to CA
CMDB had now adopted a global CA strategy for the ITSM application stream, the focus
 Fujitsu
the
CMDB
 moved
CA ITCMtofor
Server
inventory was part of the customer solution
SCCM
for workstation
inventory
partfor
of the
customer
solution
 CA
Client
Automation
(a.k.a. was
ITCM)
Server
inventory
was part of the customer solution
for the
workstation
inventory
of the customer
solution according to

CAMicrosoft
ServicesSCCM
offered
know-how,
skillswas
andpart
availability
to implement
plan
 CA Services offered the know-how, skills and availability to implement
according to plan
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Proposed solution
th 2010
 On
In contradiction
the confirmation
of the
vendor
of the originally
October 25to
CA Services
was
contracted
with an planned
agreed
Configuration
application,
this application
did not cover the full
timeline
for aManagement
customer rollout
on December
31st 2010
breadth of the Configuration Management requirements as it encountered
 Complete Requirements documented so far were handed over to CA services
 Previous workshop results were a “perfect fit” for the methodology of the CA Services
 theimplementation
focus moved framework
to CA CMDB
 Only
Fujitsuahad
now
adopted
global CA
forServices
the ITSM “up
application
stream, the focus moved to CA

short
time
was aneeded
to strategy
bring CA
to speed”
CMDB
 CA ITCM
for Server
inventory was part
of the
solution
 That
left an
implementation
time
ofcustomer
roughly
6 weeks for CA Services
 As
SCCM
for workstation
inventory
was part ofto
the
customer
solution

some
time needed
to be allocated
testing
(and
Christmas…)
 CA Services offered the know-how, skills and availability to implement according to
 After
plan providing the detailed Configuration Management requirements to
CA Services, they proposed the following solution
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Proposed solution
CA Services iterative CMDB design methodology
 Adopt an iterative lifecycle approach:
 Start small – have a clear objective
 Identify one or two key services
 Work with actual users to define attributes
 Leverage existing tool information to populate
CI attributes
 Supplement with discovery
 Define role-based service views
 Synchronize data on an on going basis to
ensure accuracy
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Proposed solution
Business Objectives
Scope:

Client Computing

Data Centre

Networking (Local and Wan)

Storage
Considerations:
Use Cases:

Who are the consumers of
configuration management
information?

What information do
they require?

Root Cause Analysis

Why do they need it?

Impact Analysis
 using Visualizer

When do they need it?


Who owns the process?
Reporting Requirements (contractual)
led to attribute definition
Target audience:

Incident & Problem Management

Change & Release Management

Financial Management
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NO CHANGE IN PLANS!
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Proposed solution
The CA CMDB – Data Flows & Managed Data Repositories
Billing
files
Service
Portal
Ticketing
AD
Tool
(Webservice)
Global
Monitoring
Importfiles
(manual)
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16
3
14
Billing
1
CMDB
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4
ERM
Should
Be
Reconciliation
Service
mastersdata
Actual
ITCM
for serverscan and
consolidating the client data
8
5
7
9
6
Spectrum
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Delivery
Recon
License
Mgmt
3rd Party
License
DB
DSL
Actual
Should be
10
SCCM
for clientscan
15
Customer Contract
Management
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GAP Analysis
Reports
Copyright 2010 FUJITSU TECHNOLOGY SOLUTIONS
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Implementation
Integration of Manged Data Repositories
 Integrated Managed Data Repositories (MDRs) allow “Launch in
Context” from the CMDB to view detailed information:
 Client Computing (based on SCCM for Clients)
 CA Client Automation (previously IT Client Manager) for Servers
 SW Licensing tool for Software Packages
 SAN/NAS for Storage
 CISCO for Network
 MDR was initially defined for the Client Computing CI’s
 Then it was also implemented for Servers - Workstation and Server information was
stored in CA Client Automation (native for Servers, from SCCM for Clients)
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Implementation
Build a service model with the CA CMDB
 Families
 Use only CA CMDB OOTB families
 Classes
 Limited number of new classes was created
 New attributes were implemented (on CI Global /Family Level)
 Mainly to store information that could not be retrieved from a MDR, or requirement for
Customer Reporting
 CA Services provided input for the model definitions (layers,
relationship types, etc.) and the impact of different configuration
choices; Fujitsu internally did the fine tuning
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Implementation
Implemented 4 level – CI layer model
Level 4
Level 3
Level 2
Level 1
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Implementation
Visualizer
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Critical Success Factors (1)
 Identify and involve all relevant stakeholders
 Do a proper and thorough preparation with customer
 Stick to “standards” !!!!
 Take customer requirements in standardized form only
 Define additional requirements as specific as possible
 Prioritize!
 Prio 1 – No go if not implemented
 Prio 2 – Must have
 Prio 3 – Nice to have
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Critical Success Factors (2)
 Use an industry standard project management methodology
(Fujitsu uses Prince2) in order to
 Keep close and continuous communication between all involved parties
• Regular status calls!
 Keep eye on defined time line
 Involve “trusted” implementation team (internal or external)
 Hard book all involved resources
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Speakers biography – Martin Kästle
Within the CIO organization of Fujitsu Continental Europe, Middle East, Africa and India Martin
is currently working in a team closely aligning the IS activities of the 30+ covered countries with
the central strategy and governance.
He has been working in the ICT area over 20 years. After having built up the services
department for a computer reseller in the 90ies, he did join Fujitsu in 1999, being responsible for
their 2nd level support in Germany. Out of this task he developed a strong vision in tackling the
problems from a business analytic point of view, evaluating existing service processes and
pushing for operational excellence.
Later he was involved in the planning of a consistent ITSM application landscape for this Fujitsu
region and thereby engaged in major customer bids.
Martin holds Degrees from the US as well as from Germany. He is an honorary examiner for the
educational field of qualified IT specialists at the German Chamber of Industry and Commerce.
He is married and has two adult daughters.
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Contact: martin.kaestle@ts.fujitsu.com
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Speakers biography – Monika Paul
Within the CIO organization of Fujitsu Continental Europe, Middle East, Africa and India Monika
is currently working in a team closely aligning the IS activities of the 30+ covered countries with
the central strategy and governance.
She has been working in the ICT area over 30 years. After working several years in the service
and CIO department for Siemens, she did join Fujitsu in 2006, being responsible for service
applications.
Later she was involved in major outsourcing projects during bid and transition phase. She
designed the application landscape and the usage of the ITSM tools.
Monika is married and has an adult daughter.
Contact: monika.paul@ts.fujitsu.com
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Related Technologies
 Booth 520 – Fujitsu, CA World Gold Sponsor
 Booth 201 – CA Service Desk Manager, CA Technologies
 Booth 211 – CA Services, CA Technologies
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How to Implement the CA CMDB Fujitsu’s Outsourcing Business Martin Kästle

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