Did you know that 80% of downtime in data centers is caused by unplanned change? The truth is that flawed business impact analysis and poor collaboration are usually the leading contributors. What makes it worse is that the demand for changes across the IT infrastructure is increasing at an alarming rate along with increasing complexity driven by virtualization of the IT infrastructure. However, the resources required to manage that change is not increasing. In fact, many virtualization projects don't get past an initial stage because they fail to include change management in their deployment strategy and quickly discover that they are overwhelmed by VM Sprawl.

1. © 2010 Pepperweed Consulting.
Pepperweed Consulting
An IT Integration Company
Reducing Risk of Change in your
Virtualized Infrastructure
Mike Bauer
VP, Marketing & Solution Management
November 18th, 2010

2. Copyright © 2010 Pepperweed Consulting.
The Promise of Virtualization
Reduce Costs While Increasing Efficiency & Flexibility
Transform IT into an efficient and
adaptive service provider
Rigid  Siloed
Manually assembled services
Dynamic  Shared
Transparently assembled services
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3. Copyright © 2010 Pepperweed Consulting.
The Challenges Virtualization Creates For IT
Virtual sprawl
Splintered visibility & control
Complexity of deploying and
maintaining services
Increase risk due to
Ad Hoc changes
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4. Copyright © 2010 Pepperweed Consulting.
The Chaos of Change
Are you controlling change or is it controlling you?
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Our change
backlog just
keeps growing
We need to get
this patch out
ASAP
So many
changes, so
many conflicts
Complexity
Resource
constraints
Manual,
disjointed
processes
No collaboration
across IT silos
Opaque service
configurations
IT

5. Copyright © 2010 Pepperweed Consulting.
Why Change is so Risky
Key control-points are not functioning correctly
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Problem Cause -
Recurring problems, lack of
improvement over time
Silo’d activities
Slow change fulfillment
Disjointed Change processes
and release execution
Lack of real-time insight into
service configurations
Change-related service outages
53% of IT executives surveyed cite volume, frequency, and complexity of change as
the greatest contributor to IT risk over the past 3 years

6. Copyright © 2010 Pepperweed Consulting.
Systemize Change & Release to Reduce Risk
• Automate impact analysis
and collision detection
• Automate change
execution
• Detect unplanned changes
• Improve audit and
compliance posture
• Improve collaboration
between stakeholders
Reduce risk by providing effective IT
controls, impact analysis and a track
record of all changes
Filter
Requests
Prioritize Categorize Assess
Approve &
Schedule
Build Test Implement Review
RFC
RFC
RFC
Close
CAB
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7. Copyright © 2010 Pepperweed Consulting.
The HP Change Management Suite
The most complete Change Management solution available
HP Service Manager
•Standardized RFCs, rules-
based change workflows and
Service Catalog
HP Release Control
Analysis
•Provides Change Decision
Support for the Change
Advisory Board
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8. Copyright © 2010 Pepperweed Consulting.
HP Change Management
…an established set of industry best practices that:
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• Ensure effective IT controls
• Impact analysis during approval and execution
• Track and record all changes
Reduce Risk
associated with
Change
Optimize
Associated Costs
• Embedded best practices accelerate time to value
• Cost effective delivery options including SaaS
• Self-service capabilities for end users
• Automate change process based on best practices
• Improve collaboration across change stakeholders
• Higher percentage of successful changes and more
changes
Maximize IT
Operations
Efficiency

9. Copyright © 2010 Pepperweed Consulting.
Integrated Change process
Change Management and Release Control are synergistic
Filter
Requests
Prioritize Categorize Assess
Approve &
Schedule
Build Test Implement Review
RFC
RFCRFC
Close
CAB
Service Manager
Release Control
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10. Copyright © 2010 Pepperweed Consulting.
HP SERVICE MANAGER
CHANGE MANAGEMENT
MODULE
HP Service Manager
Change Management Module
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11. Copyright © 2010 Pepperweed Consulting.
Service Manager
Setting the standard for IT service and support
Key Benefits:
•Enables a wide range of out-of-the-box processes
for service support and service delivery
•Centralizes information to identify and eliminate
infrastructure failures
•Increases availability for critical business services
•Improves utilization of high-cost resources
Key Capabilities:
•Sophisticated process workflow engine for secure,
improved service support and delivery
•Comprehensive and flexible capability to publish and
consume Web Services
•Powerful end-user self-service for ticketing, Catalog-
based requests and Knowledge search
•Vertical and horizontal scaling can cater for massive
transaction volumes and wide geographical
distribution
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12. Copyright © 2010 Pepperweed Consulting.
Change Management
Goal
• Control over the entire change lifecycle – from request to approval, planning,
implementation, monitoring and evaluation
Example
• It has been determined that an Exchange Server needs to undergo a version
upgrade to stem frequent outages. A RFC is opened to initiate the workflow to
perform the upgrade. The workflow includes steps for approving the change,
planning the work, performing the upgrade, verifying the change, and placing
the sever back in production
Features
• Powerful phase and task-oriented change management
• Manages both planned and ad hoc changes
• Automates the approval process, assesses the risk involved, allows for a
back-out plan and enforces consistent processes
• Accommodates complex changes with multiple parallel tasks, phases and
dependencies
• Provides a variety of Outlook-like calendar views
• Proactive forward schedules for change minimize impact on environment and
resources
• ITIL aligned release management enhancements enabled through new
change workflow
Benefits
• Improves response time for change requests
• Enables real-time monitoring of change processes
• Ensures processes are repeatable and meet the needs of the business
through reusable and dynamic workflows
• Reduces risk of unplanned outages12

13. Copyright © 2010 Pepperweed Consulting.
Service Manager
Powerful Workflow Engine
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14. Copyright © 2010 Pepperweed Consulting.
Managing work through Change Tasks
• Workflow tasks
can be created for
each CI affected
by a Change
• Predefined OOB
tasks assign work
for common IT
activities
• Tasks can
perform
automated
actions
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15. Copyright © 2010 Pepperweed Consulting.
Approval Workflow and Notification
• Each Change provides visibility to
its Approval Workflow
• Approvers have access via Self-
Service to a comprehensive inbox
for all their approval activities
• Requests may be approved on
the spot one by one or as a group
• Approvers can also drill down to
view all details for the request
before taking action
• Approvers can delegate approval
authority
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16. Copyright © 2010 Pepperweed Consulting.
Service Manager Change Calendar
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17. Copyright © 2010 Pepperweed Consulting.
HP Release Control
The only product on the market to tie ITIL change management to
IT operational change automation
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18. Copyright © 2010 Pepperweed Consulting.
What is Release Control?
• A decision support tool for change advisory boards and change
implementers
– Informed, objective decisions during change approval
– Visibility and collaboration during change implementation
– Continuous improvements with post-implementation review
Development
Lifecycle
Technical
Changes
Enhancements
Projects
Organize
for
Deployment
SchedulingPlanning Approval Implement Review
Service Desk
Change Lifecycle
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19. Copyright © 2010 Pepperweed Consulting.
Release Control - How Does It Work
Change Management
Systems
HP Universal CMDBHP
Service Manager
PPM
HP
Service Manager
PPM
3rd
Party3rd
Party
Change Automation
Systems
HP
Server Automation
HP
Server Automation
HP
Network Automation
HP
Network Automation
Service
Maps
Service
Maps
Change
Tickets
Change
Tickets
Tasks /
Jobs
Tasks /
Jobs
Release Control Analytics EngineRelease Control Analytics Engine
Analysis
At Decision Time
Impact, Risk, and Collisions
Director
At Implementation Time
Alerts, Collisions, and Collaboration
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20. Copyright © 2010 Pepperweed Consulting.
Analysis: Risk Simulator
Model and
apply risk score
for more
accurate
assessment

21. Copyright © 2010 Pepperweed Consulting.
Analysis: Impact Analysis Spider View
Graphical topology
view: more
intuitive and easier
to understand
impact

22. Copyright © 2010 Pepperweed Consulting.
Analysis: Similar Change Analysis
Review historical
information on similar
changes to better
understand impact and
risk

23. Copyright © 2010 Pepperweed Consulting.
HP IT Change Management Suite
Comprehensive Support Tools
• Comprehensive change
process with built-in best
practices
• Predict change across IT
• Provide automatic collision
detection
• Enable CAB virtualization
and more efficient
meetings
• Show real-time visibility
into all ITIL and ad-hoc
change activity
• Share information across CAB and implementation teams
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24. Copyright © 2010 Pepperweed Consulting.
How’s this all fit together?
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Our focus today

25. Copyright © 2010 Pepperweed Consulting.
Managing Change in a Virtualized World
Maximize process efficiency, improve risk posture and meet
service levels
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• Maximize IT operations
efficiency by standardizing and
automating key processes
• Reduce risk by providing
effective IT controls, impact
analysis and a track record of all
changes
• Improve collaboration between
stakeholders through CAB
virtualization
• Optimize cost by utilizing ITILv3
best practices and automating
change implementation
“Reduced risk when deploying changes
resulting in 70% fewer bad changes”

26. Copyright © 2010 Pepperweed Consulting.
Partners
•HP BTO SW
•VMware
•xMatters (AlarmPoint)
•KnowledgeBroker
•Blue Elephant
•Integrien
Partner
Technology
Evolution IP
•Delivery Kits
•Custom Scripts
•Knowledge bases
•Integrations
•Custom configurations
•Best practices
•Software
Enrichment
Pepperweed is an
IT Infrastructure Integration Company
• HP Platinum Software
partner
• Largest provider of HP
Software Support
• 14 years of experience
in over 2500+
implementations
• ITIL Foundation
certified HP technical
consultants
• 120 HP BTO software
implementation/support
certifications
• Cover the complete
range of IT disciplines
o ITAM, ITSM, ESM,
PPM, BSM, BSA
Services
•Assessment
•Design
•Implementation
•Integration
•Testing
•Training
Support
•HP Level 1 & 2
Product Support
•Expert
Administration
•Service Paks
People
Pepperweed
BTO
Evolution
Solutions

27. Copyright © 2010 Pepperweed Consulting.
Why is Discovery so important?
Pepperweed's Prescription
for Operating a virtual/physical infrastructure
DDMa
DDMi
Virtualization
SPI
Server
Autom
ation
uCMDB
Operations
Manager
Insight
Orchestration
SiteScope
Service Mgr
ReleaseCtrl
HP
Hardware
Non-HP
Hardware
OMi
Network
Automation
Each “Evolution” powered
solution is packaged to…
• Get you up and running fast
‒ Prebuilt integrations and configurations
‒ Proven delivery steps and process
• Lower project risks
‒ Bring together all of the pieces into a
single integrated architecture
• Minimize implementation &
upgrade cost
• Milestone driven implementation
• Drive faster organizational
adoption
‒ Integrated best practices and business
processes
‒ Detailed training

28. Copyright © 2010 Pepperweed Consulting.
SM/Evolution reduces risk and cost
• Out-of-Box ITIL processes, down to
work instructions
– Incident Management
– Problem Management
– Configuration Management
– Change Management
• SM7 Customizations to support best-
practice processes
– Preconfigured Unload files
• Documentation developed using
industry standard frameworks: ITIL,
ISO/IEC 20000, COBIT, BPMN, ITGI,
PMI and others
• Flexible implementation scoping and
delivery
• Developed by ITIL Practitioners
• 3-9 month implementation timeframes

29. Copyright © 2010 Pepperweed Consulting.
Questions & Answers
View all Pepperweed webinar recordings from this series at
www.pepperweed.com/event-calendar.html
View all Pepperweed webinar slide decks from this series at
www.slideshare.net/Pepperweed

30. © 2010 Pepperweed Consulting.
Thank You For Your Participation
Pepperweed Consulting
1603 Carmody Court
Sewickley, PA 15143
E: info@pepperweed.com
T: (888) 229-0145
F: (412) 291-3014
www.pepperweed.com
http://twitter.com/PepperweedLLC