HDI Capital Area November 16th Meeting

2. CFM PURPOSE
Protect the integrity of service assets and Cis
Place IT assets and Cis under CfM controls
Establish a CMS to ensure integrity
Provide accurate information to support other processes through the Service Lifecycle
Content and CONTEXT
C d
Utlization drives value

3. CFM SCOPE
Full lifecycle management of IT and service assets
Maintenance and status of asset inventory
Components are identified baselined and maintained
identified, baselined,
Supports/is supported by Change controls
Service i
S i view – modeling whole services end-to-end and using that information f
d li h l i d d d i h i f i for
impact assessment

4. CFM – VALUE TO THE BUSINESS
Optimizing service value from our assets and Cis
Better change planning and forecasting
Better impact assessments and risk management
Better resolution of incidents and problems
Better measurement of service warranty
Better adherence to legal/regulatory obligations
Better controls and utilization of services and assets
Better traceability of requirements for new and changed services
Better awareness of service provisioning costs

5. BASIC CONCEPTS: CONTROL
CfM – Control my baseline (where am I?)
ChM – Control my future state planning (Where am I planning to go?)
RDM – Controlling my execution in moving new services and changes into future state
(How do I get from current state to proposed future state?)
These three processes are fundamental to successful service transition and must
work together to maintain meaningful controls.

6. LOGICAL MODELING

7. Service Service
Customer
level package portfolio
Banking
Contract
core service
Serviced by
E-banking Supported by Hosted Application Uses Technical
supportt Application
A li ti hosting
h ti infrastructure
service service service
User Business Data Web Network Network
Availability Messaging Authentication
experience logic services services topology service

8. CIS (CONFIGURATION ITEMS)
An asset, service component, or other item under CFM Controls
Service Lifecycle Cis (Business Case, SDPs, Release Plans)
Service Cis (systems, applications, information, data, infrastructure, facilities,
people)
Organization Cis (policies, legal/regulatory frameworks)
Internal Cis (project mgmt software, SDLC software, etc.)
External Cis (external customer requirements external services, etc.)
requirements, services etc )
The big idea behind CFM Plans is fundamentally about “How Wide, How Deep” to go
in establishing SACM controls

9. CMS OVERVIEW
CMSs and multiple CMDBs
Secure libraries and secure stores
Definitive Media Library (DML)
Definitive Spares
Configuration Baselines
Snapshots
S h

10. Change and Release Asset Management Configuration Life Technical Configuration Quality Management Service Desk View User
View View Cycle View View View assets
Presentation Project configurations
Schedules/plans Change Financial Asset Asset Service Applications Asset and User configuration,
Layer Service Strategy,
Portal Request Status Change Status Reports Asset Application Configuration Changes, Releases,
Advisory Board agenda and Statements and Bills Design, Transition, Environment Management Asset and
License Management Operations configuration Test Environment Policies, Processes, Configuration item and
Asset performance baselines and Infrastructure Procedures, forms, related incidents,
templates, checklists problems,
Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate
Knowledge Monitoring
Processing Performance Management Forecasting, Scorecards, Dashboards
Query and Analysis Reporting Modelling
Layer Planning, Budgeting Alerting
Business/Customer/Supplier/User – Service – Application – Infrastructure mapping
Information
Integration
Layer Service Portfolio Service
Service Catalogue Model Integrated CMDB Service Release Service Change
Common Process, Schema Meta Data Data Data synchronization Extract, Transform,
Data and Information Mapping Management reconciliation Load Mining
Data Integration
Project Definitive Media Physical CMDBs
Documentation Library
Platform Software Discovery, Enterprise Applications
Filestore
Configuration Tools Configuration asset Access Management
Data and Definitive
CMDB1 Eg. Storage Management Management Human Resources
Information Document Library
Database and audit Supply Chain
Sources
Structured Middleware Network tools Management
and Tools
Definitive Multimedia Mainframe Customer Relationship
Library 1 CMDB2 Distributed Desktop Management
Project
Software Definitive Multimedia
Library 2 CMDB3

11. DML and CMDB
DML Physical CIs Information about the CIs
Electronic CMDB
CIs
Release
Record
Build new Release
Test new Release
Implement new Release
Distribute new Release to
live locations

12. Planning, management
resources, time
Management support
Working relationships
Resources, facilities, CMS
and tools
Training and Guidance
Policy, Standards, Control
Management Configuration
Strategy, and Planning Management Plan,
Service Portfolio,
Contract
Customer Portfolio,
Contract Portfolio,
Portfolio CI Identification,,
Contract Requirements, naming, labelling,
Configuration data and
requirements Design,
Identification documentation
Maintenance,
Release, Baseline and Release
Deployment, Id
Operations plans Updated RFC,
p ,
Configuration
RFC/ updated CI
Control
change to
CI Status
record/Report
Status Configuration
Change and Accounting and information and
Configuration
C fi ti Reporting Performance
Records and
Documentation
Verification Action items
Physical CIs, and Audit Confidence in
Test results service and
Audit/discovery f
infrastructure
Feedback
tools

13. CONFIGURATION PLANNING
Plenty of perfectly good templates
Need a process first, then serves as a practical plan
Living document
Focus on USE, not content

14. CFM IDENTIFICATION
Configuration Structure and CI Selection
Naming Conventions
Labeling
CI attributes
CFM Documentation
Relationship mapping
R l i hi i
CI Types (service, HW, SW, documentation, staff)
Media libraries
Configuration Baselines
Release Units and Numbering schema

15. CONFIGURATION CONTROL
Establishing integrated controls with CHM and RDM to ensure
License controls
Change management process
Version controls of assets, Cis, builds, and releases
Access controls
Build specifications
Promotion and migration of data
Configuration baselines
Deployment controls (and touchpoints)
Installation
DML integrity

16. CFM STATUS ACCOUNTING
Insert example of asset/CI lifecycles
Define state changes (how does CI move from one status to another) as part of your
CFM Plan

17. REPORTING
Maintaining and archiving records
Managing status of current configurations
Making status information visible and available
Recording changes in CI status
Ensuring changes to baselines are properly documented and “re-baselined” or
reconciled after changes are implemented

18. TYPICAL REPORTS
CI information in a particular baseline
CI lists and baseline configurations
Current revision status and history
Status reports on deviations
Status of delivered/maintained products
Revision
R i i status
Reports on unauthorized usage/changes to HW/SW
Unauthorized CIs detected
Variations between CMS and physical audit activities

19. VERIFICATION AND AUDIT
Conformity between CMS and actuals
Verify physical existence of Cis
Confirm RDM information and baselines before executing Deployment of a release
Planned vs ad hoc
Use ChM and Incident Mgmt to address any unregistered or unauthorized Cis
Automation h
A i here d i
drives b
better performance across the service lif
f h i lifecycle
l

20. TRIGGERS, INPUTS/OUTPUTS, AND INTERFACES
Supporting processes
Change Management
Financial Management
Service Continuity
Incident Management
Problem Management
Availability Management
In truth is the fundamental basis for all process activities since provides accurate
information to underpin all services and service changes

21. INFORMATION MANAGEMENT
CMS archiving/backup a fundamental part of your CFM Plan
CMS contains information on backups of Cis
How much archiving? Cost/benefit analysis
analysis…

22. KPIS AND METRICS
% improvement in maintenance scheduling
Alignment between provided maintenance and business support (availability/windows)
Assets identified as causes of service failures
Improved diagnosis/MTRS for incidents
Impacts of incidents/errors by particular CI type (for availability improvements)
% reuse of unused/underused assets
Alignment of insurance premiums with business need
Ratio of used licenses vs paid licenses
Cost/user for licenses
Accuracy in budgets/charging for services
%reduction in business impact based on incorrect CI data
Improved audit compliance

23. CHALLENGES, CSFS, AND RISKS
Challenges
Maintaining check-in/Check-out of DML
Funding
Data over use
Lack of management commitment (why do we need this?)
CSFs
Valid justifications for what data is maintained
j
Top-down approach – “enough” data
How accurate??
Using technology to automate CMS practices
Risks
Focusing on technologies instead of services and outcomes
Movement of hardware assets by unauthorized staff

25. INITIAL PLANNING
Designate Configuration Manager
Define Mission
Determine project scope
Define overall project interfaces to other ST processes
Survey current capabilities and resources
Develop i i i l
D l initial tooling plan
li l

26. DEVELOP PROJECT PLAN
Launch/approve and charter formal project
Define Project Team
Plan Project Phases
Feasibility
Initiation
Specification
Process design
Product selection
Implementation
Review
Closure
Prepare operational mgmt
Conduct Feasability Study (Project Scope and constraints)

27. REQUIREMENTS
Identify and interview stakeholders
Capture (MOSCOW) and prioritize requirements
Validate and verify requirements
Establish requirements management strategy
Define purpose, scope, and objectives
Define li i
D fi policies, procedures
d
Define roles and responsibilities
Define metrics and reporting
Define Overall Plan

28. RELATIONSHIPS
Plan relationships
Among infrastructure components
Among functional teams
Among processes
Align to business services and outcomes

29. PLAN DEPENDENT ACTIVITIES
Plan support tools
Plan support processes
Communicate benefits (mgmt)
Plan staff training (diff for diff roles)

30. DEFINE ROLES AND RESPONSIBILITIES
CfM Role specifications
Assignments
Role/billet decisions
Project roles
CRC team? Integrated processes, tools, and teams?
ROM of width of scope
f id h f
Scope across operations and pipeline
Usable existing tools?

31. BASELINE CURRENT PRACTICES
CI Owners
People, process, technology
ChM
RDM
SVT
Asset mgmt
A
Roles/resources

32. PROCESS IMPLEMENTATION PLAN
Analyze existing practices (what do I already have?)
Analyze ST capabilities (who do I have?)
Define existing data and plan to move it into new CMS
Refine and re-validate requirements
Create vendor selection criteria
Evaluate and select tooling
Acquire and install tooling
q g
Design process interfaces in detail
Plan structure and attributes of Cis
Align Business Processes
Establish DML
Train on roles/responsibilities
Manage Organizational Change needs

33. PLANNING PHASED IMPLEMENTATION
Coordination with other process/tool implementation activities
Planning CMS population and federation
Planning to take CfM control of Cis
Freeze
Managing Cis during the Freeze
Planning switchover
Pl i i h

34. PHASING CFM IN
Training (user and admin)
Plans, Procedures, and Work Instructions
Define and mature the CfM plan
Launch update roles
Plan CI registration processes
Plan
Pl ELS
Mature monitoring and metrics