Part3 - LR's Service Management journey of the last 3 years

1. Phase 3: Expedite CMDB work to
introduce process improvement
efficiencies
Where we were:
Had used Trakit as an Asset Repository for about 5 years
Some CI relationships links established, but not really
maintained
No real driver or desire to consolidate all silos of
information into CMDB
Only about 10 per cent of all Change records logged in
Pursuit were tied to a CI
Although Change Management process was fairly mature,
could be so much better with CMDB – relied on personal
expertise, knowing who to ask, referring to silo data sources
for information
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2. CMDB: The plan
Get the management buy in across Information Systems
(demonstrate efficiency savings, visibility of relationships,
needed to be more auditable to meet standards i.e
ISO20000)
Engage with third party distributed IT supplier to make use
of discovery tool
Consolidate Service Catalogue – this would underpin
everything!
Engage with Support Teams from the start (not impose
something on them, but help them)
Take a service by service approach, then champion
successes to get buy in for engagement with next service!
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3. CMDB: Discovery
Provided by Steria – HP DDMI
Tool can discover anything, steering group set up to
agree what data we initially wanted (any additions
require a change control to be raised)
Data to feed into CMDB is sent to staging tables via
SQL DTS package
Staging tables feed data into MSM Trakit via ADI
function
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4. Discovery
Data mappings were performed in ADI to ensure data from
DDMI is pulled into the relevant fields in MSM Trakit
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5. CMDB Discovery
An initial load from ADI gave us our starting point
Enabled us to map Distributed IT Infrastructure (i.e.
Desktops, Laptops, Software, Servers, Network Devices)
Gave us an immediate link between internal customer,
their PC and the software loaded on their PC
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6. So in this case, the customer is John Wright, and we can see
CMDB Discoverythe label of John’s base unit, as well as all of the software he
has access to
So within MSM Pursuit our Service
Desk had instant access to key
information about the customer
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7. CMDB Non-discoverable CIs
The next stage was to add all non-DITI Mainframe
hardware and software to the CMDB
No discovery tool to do this, however the Mainframe
support teams did have this information in various silos
Worked with them to get this data added to MSM Trakit
(sold them on benefits of tying records to CIs, trending,
reporting, ease of finding previous records etc)
Our Configuration Manager came from this area of
support so used her expertise to map good examples to
show to the teams
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8. CMDB Building Service to CI
Relationships
Undertook an exercise to confirm Service Catalogue
entries (engaged with business reps, service owners)
Content was agreed and published
Mapped to Marval Service Dictionary (every INC logged
on the system would be tied to a Service we provide)
Created a CI entry for each Service
Enabled us to take a service by service approach to
mapping underpinning infrastructure to Service
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9. CMDB Discovery
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10. CMDB Under-pinning Infrastructure CIs are all
related to the Service CI
It also enabled easy access to a
full audit trail of records raised
against any particular CI
IT Support Teams and
Service Desk found this
information and linked
view priceless
Furthermore, it gave our Change Management team easy
access to show the potential Service impact of changes to
particular pieces of our Infrastructure
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11. CMDB
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12. CMDB
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13. CMDB: Encouraging people to attach
CIs
To get the greatest benefit CMDB needed to ensure
change builders attached the relevant CI
Didn’t want to force this as may result in unrecorded
changes or incorrect CIs being added
Engaged with the teams, showed them benefits,
listened to their concerns
Takes longer to add CHG record and attach CI than
actually make the change!
Solution was to work with support teams to create
standard change logging templates in MSM Web
Customer
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14. CMDB: Encouraging people to attach
CIs
To our own internal version of myIS we added Change Logging Options
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15. CMDB: Encouraging people to attach
CIs
The change builder
can then select the
support team they
belong to
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16. CMDB: Encouraging people to attach
CIs
A list of standard changes that that team is
permitted to make is then shown
The change
builder selects
the type of
change they wish
to log
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17. CMDB: Encouraging people to attach
CIs
All they need to
then is fill in a
simple template to
log their change
The relevant CI is auto-attached to the
request by the change builder selecting
the relevant CI from a simple drop down
list
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18. CMDB: Encouraging people to attach
CIs
Upon filling in the form and
clicking submit a standard
CHG record is logged in
Pursuit with the relevant CI
attached
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19. CMDB: Encouraging people to attach
CIs
The change record records all of the
information taken from the Web form
and auto-attaches the relevant CI
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20. CMDB: Maintenance and moving
forward
ADI updates are run once a week (un-scheduled
changes referred to Change Manager)
Ownership of CIs handed over to support teams
Documentation added (SLA docs under change control)
Service Reports added (Controlled catalogue of reports)
Process Documents – tied to myIS page that allows IT
support staff to log process improvements in MSM
Adding CI now mandatory on all Infrastructure Change
records
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21. CMDB: Evidence of success
People now approaching us asking for their data to be
added to CMDB
Used extensively across Information Systems
99.9% successful change rate
Underpins all other processes
All change records now have CI attached for impact
analysis
ISO200000 accreditation
“Couldn’t live without it now”!
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22. Conclusion
A lot of effort put in, but this has been completed by
a small team of 6 people under BAU conditions, no
funding, no formal project – just hard work and a
good Service Management Tool
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23. The end
Thank you for listening!
LR Contacts:
MSM Administrator: tony.truscott@landregistry.gsi.gov.uk
Configuration Manager: deborah.pitt@landregistry.gsi.gov.uk
Change Manager: mal.young@landregistry.gsi.gov.uk
Always happy to host any visits!
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