Service Manager & Cireson Health Check
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Are you maximizing your Service Manager and Cireson investment? Customer success is a core value at Cireson and we pride ourselves on providing an outstanding customer experience. This starts with the way both Service Manager and Cireson should be designed, implemented and used to meet your IT & business objectives. Join your System Center experts where they will present the benefits of a Health Check as tackling some of the biggest questions in Service Manager.
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Service Manager & Cireson Health Check
- 1. your system center experts1 AREYOUMAXIMIZINGYOURSERVICEMANAGERANDCIRESON INVESTMENT? SERVICEMANAGER&CIRESONHEALTHCHECK Michael Aidinovich, ITIL Michael.Aidinovich@Cireson.com Thursday, November 19, 2015 Scott Middaugh Scott.Middaugh@Cireson.com Houston, TX Chris Ross MVP, ITIL Chris.Ross@Cireson.com
- 2. your system center experts2 TODAY’SAGENDA Housekeeping & Introductions The $100k Question: Do I need a Health Check? Key Benefits & Outcomes of a Health Check Conclusion & Next Steps Question & Answer
- 3. your system center experts3 HOWMANYPEOPLECURRENTLYBELIEVETHEYNEEDAHEALTHCHECK ONTHEIRPRODUCTIONSERVICEMANAGERENVIRONMENT? Quick Poll… A. Yes B. No C. Maybe…???...
- 4. your system center experts4 WHATISTHEAVERAGEAMOUNTOFTIMEITTAKESTOOPENANEXISTING INCIDENTORCHANGEREQUESTWITHTHEOOBCONSOLEINYOUR ENVIRONMENT? A. A second or two… B. Less then 5 Seconds C. Between 6 to 10 Seconds D. Between 11 to 20 Seconds E. Greater then 21 Seconds Quick Poll…
- 5. your system center experts5 DOINEEDAHEALTHCHECK If your environment runs slower than xyz, you need this! Are your ITSM/ITAM processes aligned to your implementation Pro Tip: Ensure you are using the least scoped Type Projection (Combination Class) for your views. Ex: Using Incident Advanced loads tons of data you don’t need and slows the performance down!!!
- 6. your system center experts6 Key Benefits & Outcomes of a Health Check Installation and Environment Health Installation • Management Servers • Data Warehouse Servers • Service Manager Databases • Patch Levels Infrastructure Environment • Backup and Maintenance Windows • Network Configuration • Firewall Settings • Etc…
- 7. your system center experts7 Key Benefits & Outcomes of a Health Check Installation and Environment Health (Continued) High Availability/Disaster Recovery • Secondary/Tertiary Management Servers prepped for HA/DR • Management Pack Best Practices • Encryption Keys • Network Load Balancers Sleep well at night knowing your Service Manager installation and infrastructure is configured and up to date.
- 8. your system center experts8 Role Sizing and Placement • System Configuration around role Sizing and Placement • Number of Analyst • Workitems per month • Number of Configuration Items in the Database • Average Concurrent Browser Sessions Key Benefits & Outcomes of a Health Check
- 9. your system center experts9 Database Configuration & Health • Data Retention • Grooming Options • SQL Database Configurations Key Benefits & Outcomes of a Health Check
- 10. your system center experts10 Workflow Health & Performance Service Manager • Subscriptions • Queues and Groups • Email Notification Cireson (To many to list) • Service Management Stream Workflows • Asset Management Stream Workflows • Other Cireson Application Workflows Key Benefits & Outcomes of a Health Check
- 11. your system center experts11 Reporting and Data Warehouse • Consistent job performance • Job Failure Identification Key Benefits & Outcomes of a Health Check
- 12. your system center experts12 Connector Health • Configuration Best Practices • Inaccurate Data • Performance Issues Key Benefits & Outcomes of a Health Check
- 13. your system center experts13 Security Best Practices • Service Accounts • User Roles • Scoping • Cireson Portal Security Key Benefits & Outcomes of a Health Check Your data is important to you and to us, so we'll help shore up your defenses and make sure you are meeting your security requirements.
- 14. your system center experts14 Cireson Application Configuration Best Practices • Cireson Applications Installation Best Practices • Customization Best Practices Key Benefits & Outcomes of a Health Check
- 15. your system center experts15 CANYOUSAYWITH100%CONFIDENCETHATYOURITSM/ITAM PROCESSESALIGNTOYOURSERVICEMANAGEMENTANDASSET MANAGEMENTCONFIGURATION? A. Yes B. No C. Who knows! Quick Poll…
- 16. your system center experts16 ITSM/ITAM Processes Assessment • Process Analysis • Improve Key Performance Indicators (KPI’s) • Realign Process Mappings Key Benefits & Outcomes of a Health Check
- 17. your system center experts17 IFYOURUSINGSERVICEMANAGER,LETUSGIVEITAFULL CHECKUPTOKEEPITRUNNINGSTRONGANDHEALTHY. Installation and Environment Health Role Sizing and Placement Database Configuration & Health Workflow Health & Performance Reporting and Data Warehouse Summary Connector Health Security Best Practices Application Configuration Best Practices Process Alignment Assessment
- 18. your system center experts18 AFEWTHINGSYOUCANDO… Download - PowerShell MP Backup Script: http://pastebin.com/g79cxVgQ Download - PowerShell Config Backup Script: http://pastebin.com/9uhc1Ns4 Download - Mathew Dowst Management Pack Cleanup: http://bit.ly/mdowstscript Next Steps
- 19. your system center experts19 HTTP://GO.CIRESON.COM/CIRESON_NEWSLETTER
- 20. your system center experts20 DECEMBER9TH SYSTEMCENTER+CIRESONVERSUSSERVICENOW: AHEAD-TO-HEADCOMPARISON Pete Zerger
- 21. 21 QUESTION&ANSWER Please let us know if you have any questions regarding this presentation
- 22. your system center experts22 CONTACTUS! team@cireson.com (855) 871-1232 @teamcireson
Notas del editor
- If your environment runs slower than xyz, you need a Health Check! Are your ITSM/ITAM processes aligned to your implementation Installation and Environment Health Role Sizing and Placement Database Configuration & Health Workflow Health & Performance Reporting and Data Warehouse Connector Health Security Best Practices Application Configuration Best Practices Process Assessment
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- If your environment runs slower than xyz, you need this! Based on the Pole if you choose between 6 to 10 seconds you need to consider a health check or higher load time you need a health check. You also want to look at Do your Workitem Views take forever and a day to display results? Are workflows running longer than normal or timing out Are your IT Analyst complaining of Performance From an End User Perspective are they Satisfied with the Self-Service Portal Performance or is the Service Catalog Design meeting your organizations requirements. Which leads us to ITSM/ITAM processes aligned to your implementation Where some of your processes may not be efficiently mapped to service manager causing inefficient or unneeded workflows, which in turn is causing performance issues. Are you using the SCSM Process Modules properly - Example - are you using Incidents for SR or PR Are you getting the proper Key Performance Indicator Reports (KPI) to accurately measure your Service Management Performance. Without accurate information it is difficult to provide ITIL Continual Service Improvement
- SCSM- looks at the current environment, specifically, Service Manager management servers and primary workflow server, the Service Manager data warehouse Servers, and the Service Manager databases servers as well as the patches levels on these servers. This phase also includes a look at firewall settings, backup and maintenance windows, and network configuration.
- Example - client l spoke to recently encountered a disaster, had to rebuild the environment and when the Service Manager DB was restored it was corrupt. Therefore, having to rebuild from scratch. DR – Document Security Role Setup since not stored in MP only DB Not a bad idea to put the DLLs on both though for DR purposes. Primary server fails and you promote the secondary, less you need to fiddle with to restore service Backups enc keys, unsealed mps, sealed mps, ensure all ms dedicated to workflow failover have necessary dlls installed
- Here we ensure you are configured for optimal performance and scale by looking at the system configuration around role sizing and placement; number of supported users, average number of work items per month, number of configuration items in the database, and average concurrent browser sessions. Once this information is obtained we then verify the proper CPU, memory, and storage configuration on SCSM, Cireson Portal Web and Database Servers.
- Your database is the long term memory of your environment, and just like you, it needs to be cared for and properly maintained to recall information efficiently. takes a closer look at the Service Manager and Data Warehouse databases. We look at the current configurations for data retention, grooming, and base SQL configuration including database size and placement, storage I/O, and other best practice configurations
- Workflows are the heart of your environment, so let us make sure they are healthy and running efficiently. From a Service Manager Perspective lets dive into the performance of the individual workflows. Really want to dig deep into the subscriptions, queues and groups, email notifications, and other built in workflows by looking at the timing and performance of these workflows to identify potential configuration and performance issues Now lets focus on Cireson applications workflow configuration and performance. This includes the workflow configurations for the Service Management and Asset Management Streams as well as other Cireson applications dependent upon the Service Manager workflows
- More workflows! Your reports require workflows too, so lets make sure you have access to the recent and relevant information that you need by Focusing on the Data Warehouse and reporting infrastructure. Some of the issues looked for include consistent job performance in recent weeks, or identification and remediation recommendations for any job failures
- We will make sure Service Manager is communicating properly and providing you with access to the data you need to operate properly By reviewing the Service Manager connector framework to identify any issues with configured connectors around configuration best practices, missing data, or performance issues
- Here we want to look at best practices around Service Accounts, User Roles, and Scoping. Cireson - looks at the Cireson Portal security configuration around Request and Service offerings, as well as the use of queues and CI groups
- Here we look at the configuration of each of the installed Cireson applications and compares them to best practices Each customization for every application needs to be reviewed and if we uncover issue we will provided recommendations to improving performance or reducing complexity. The goal here is to reduce administrative overhead and align you applications to best practices.
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- Process Process Analysis Review Current Process Documentation – Is it up to date, has the business changed where processes need to change Interview Key Stakeholders and Process Owners. KPI Reporting Requirements – Type of reports needed to measure success Review Service Management, Asset Management and Automation Process Mappings to Service Manager. Improving KPI Health Checks lead to improved KPI Reporting – Which in turn leads to better ITIL Continual Services Improvement process Process Module Analysis – Example - are you using Incidents for SR or PR which will skew KPI reporting. Service Level Object (SLO) Analysis –Not using SLO but should be, or if using SLO’s are the right SLO’s in place, Are they configured to match expected Service Levels. Realign Process Mappings Use examples – Client customized Service Manager to the tenth degree to accommodate processes not meeting ITIL standards and spent months developing and spent 10’s of thousands for a solution that was difficult to support and manage. Now the client is realigning their processes so they can revert Service Manager back to to simplify and optimize the overall solution. Is where we provide recommendation to efficiently map your processes to service manager to reduce inefficient or unneeded workflows, therefore optimizing the solution
- Kick to chris at the end of this slide!
- 3 things you can do to work towards protecting your investment… MP Backup for Sealed and Unsealed MPs Configuration Export for everything! 3. Mdowst script: As everyone who has worked with System Center Operations Manager or Service Manager know, after a while your custom management packs (MP) can become littered with unneeded references. This can cause MPs to have dependencies on other MPs even if they don’t actually have any interaction with each other. After talking with my colleague Cameron Fuller, we realized that SCOM and SCSM both suffer from this problem. After looking into this problem, I decided to create a PowerShell script that would check all the references in an MP and remove any that are unneeded. Luckily, since SCOM and SCSM both use the same basic management structure, I was able to create one script that can run for both systems. When you execute the script, it will make a backup of the MP with the current version number appended to the file name. Then it will increment the MP version, then it gets all of the reference aliases, checks thought-out the MP for other references to it. If it does not find any other references to the alias it removes it from the XML. Depending on the size of the number of references the script can take a few seconds to a few minutes to run. To run the script you need to export your management pack in XML form. It will not work on a sealed management pack. Then you just need to supply the MP path and name as the –file parameter.