IT Service Management Blog
Follow information regarding IT Service Management via this blog.

CMS Use Cases On Parade At HP Software Universe

In my last few posts I talked about the need to focus on use cases.  Over many years I have learned that the number one thing people want to hear about is as follows:  "what is my peer down the street (or across the ocean) doing about similar problems".


Being the track manager for the Configuration Management System (CMS) track at HP Software Universe in Washington D.C. (June 2010), I just completed scheduling a number of great presentations that represent real world use cases and implementation outcomes.   The CMS track at Universe this year highlights a number of great case studies of what real customers - facing real challenges - at very  large and complex companies - are doing around CMS related initiatives.  What follows is a quick summary of customer centric use cases that will be on stage for the CMS track at Universe this summer.


Turkcell, one of the largest mobile phone companies in Europe, will be on stage addressing how they are creating an integrated IT environment capable of supporting a broad range of IT processes including Asset Management, Configuration Management, Change Management and Problem Management.  Elements being integrated include IBM Maximo, HP Business Service Management (BSM) solutions, the HP Universal CMDB and HP Discovery and Dependency Mapping.


An HP partner, Linium L.L.C., will be walking through the work they have done for a major retailer in the US.  The focus of this case study is around the implementation of a Change and Release Management solution that brought together HP Server Automation, HP Release Control, HP Service Manager and the HP Universal CMDB.  


Melillo Consulting is working with a large company to integrate several of our BSM solutions with our HP Client Automation Center to implement an Incident, Change, Problem and Request Management solution.


Elegasi, another partner, is working with a large Financial Services company to help them effectively manage the cost of licenses associated with virtualized infrastructure.   The session will highlight how Discovery and Dependency Mapping, the Universal CMDB, and HP Asset Manager can work together to help address license compliance and cost management for virtualized infrastructures.


Finally, our HP Professional Services team is implementing a Service Asset and Configuration Management solution for a major Telecom company.  They'll be addressing the work they have done to integrate UCMDB and Asset Manager and talking about where they are going next in terms of integrating Service Manager. 


When I consider all of the sessions being put together across other tracks as well - I know that there are many more customer or partner delivered sessions that focus on integrated solutions.  In many of these, the UCMDB is a central component of the solution that will be represented on stage.  If you are interested in going to Universe and have not yet registered, I invite  you to get $100 off the entry price by entering the promotion code INSIDER when you register.  Feel free to pass this promotion code on to others.  Hope to see you in Washington this summer.  Cheers!

Taming (if not slaying) one of IT’s many Medusas

My third grade son and I have been exploring Greek mythology lately.  We’ve been reading about the Gods of Olympus.  This new found interest was triggered by my son having recently listened to the “Lighting Thief” on audio book - the first of the "Percy Jackson and the Olympians” series.   If you aren’t familiar with Medusa, she is monster in female form who has hair that is made of dozens of horrifying snakes.   The hair filled with snakes idea reminded me of a very thorny problem that IT deals with -  that of addressing compliance related issues.  The more I thought about this the more I realized that almost any problem I have ever come across in IT reminds me of Medusa but this area in particular stands out in my mind.  


 


In my last post I talked about the importance of use cases.  In this post I want to focus on a trend I’ve seen that often is the genesis of a Configuration Management System (CMS) initiative – that of addressing compliance related reporting.  Over the years I have dealt off and on with the compliance problem and it stands out in my mind because of the duality that permeates the issue.  Compliance has this quality of being everywhere and being nowhere at the same time.  Let me explain.  When you think about the roles in IT almost every group has some level of responsibility for supporting compliance and yet responsibility for what must be done is highly diffused across the organization.  This is true even if the organization has (and most now do have) a Chief Compliance Officer.  From a product standpoint every product seems to be able to highlight itself as a solution but no one offering by itself really gets you very far.


 


So having acknowledged upfront that no single product can be all things to all issues compliance;  I have been working in the CMS area long enough to see a recurring trend.  That of using Discovery and Dependency Mapping (DDM) as a way of helping to lighten the burden around compliance reporting in highly regulated industries like Financial Services, Health Care and Utilities.  In each of these cases, I know of at least one (sometimes more)  large and complex organizations,  with massive reporting requirements,  that are using DDM to meet requirements around the need to attest and verify that they have strong controls in place to prevent unauthorized changes to their mission critical infrastructures. For many organizations addressing these kinds of compliance requirements is a hugely time consuming and costly endeavor from the standpoint of IT hours invested.


 


I will start with a publicly available story, that of FICO.  Known to most in the US for their credit scoring service, FICO used DDM as key element in a solution which also included HP Service Manager.  FICO talks about their solution from the standpoint of incident, change and problem management but addressing compliance was certainly a big motivator for them as well.  Operating in the highly regulated financial services industry, audits are a way of life for FICO.  Matt Dixon, Director of IT Service Management at FICO, has said that with their solution they were able to go from taking in the neighborhood of a day to address audit requests to being able to do so in a matter of minutes.  Given that something like an audit a day is what FICO deals with, this is no small deal.


 


A health care company that I know provides another good example.  This company had built a compliance reporting database where they had integrated close to 100 data sources.  They had further built on their own reconciliation logic to support data normalization.   The development effort and the ongoing care and feeding associated this system was enormous.  The company launched an initiative to rationalize data sources, implement automated discovery and dependency mapping and replace this home grown reconciliation database and logic with a vendor supported solution (they chose HP). 


 


Turns out that in their data rationalization effort this company found that something like 80% of the data held in their source systems was redundant at some level across the organization.  This understanding helped them move forward and develop a program around retiring systems and moving to a data leverage model using a CMS style approach.  By the way I do not  feel that what this company found in terms of redundant data would be that much different if we ran the same exercise at most large companies I deal with.


 


Another large company I know involved in the highly regulated utility sector went through a very similar process.  Like FICO this company is pursuing a fairly broad agenda around Incident, Change, Configuration and Release management but addressing compliance related reporting requirements was their initial priority.  Like FICO this company has been able to substantially reduce the amount of time invested in compliance while radically shortening the time it takes to produce compliance related reporting.


 


So while discovery and dependency mapping is by no means a panacea when it comes to compliance issues, it can help an organization meet its commitments relative to compliance reporting.  At the heart of many compliance related requirements is the need to attest and prove that you have tight controls in place around how your infrastructure is managed.  Transparency and a continuous visibility to the configurations in your organization is fundamental to addressing this requirement and a CMS can be a key element that helps address this requirement. 


 


 

Location, Location, Location – Part 2

In my last post we took a look at the lineage of today’s CMS efforts.  The two major lineages I cited were ITIL v2 CMDB initiatives and the other was dependency mapping initiatives focused on application architecture reengineering.   A modern CMS initiative unifies these heritages from a technology standpoint.  It brings together the aspirations of an ITIL v2 CMDB initiative but does so in a technology form factor that is much more practical given the complexity and scale of any modern enterprise. 


What I mean to say is that the approach of having a federated CMDB acting as the bridge to other CMDBs and to other management data repositories (MDRs)  is a much more practical approach than focusing on the creation of a single monolithic CMDB.  Consuming applications in turn leverage this federated CMDB for access to configuration item information, business service context and for access to any information across IT that can be tied to these two elements.  


To be effective a modern CMS must also embrace automated discovery and dependency mapping.  The huge amount of gear and the complexity in today’s multi-tier and shared component application stacks make it totally impractical to try to support most IT operational functions without automated discovery and dependency mapping.  The old approach of leveraging tribal knowledge and manual processes just doesn’t scale.  This approach results in a data layer that is far too incomplete and far too inaccurate to support the data integrity requirements of the IT processes that need to consume this data.


So where are we today?  The technology platform to effectively implement a modern CMS exists right now.  Of that I have no doubt.  It is not perfect but it is very, very capable.  But if CMS initiatives are not to go the way of prior CMDB and Dependency Mapping efforts, more than technology is required.  What is required is a focus on use cases first, meaning a strong and crisp set of data requirements to support one or more critical IT processes.  Once this is well understood you can focus on what data is needed and where that data will come from.   Sponsorship with well defined consuming processes will also be higher than when initiatives are started from the data gathering side only. 


The requirements related to data sources should be fairly fine grained - meaning you must understand requirements down to a data attribute level.  Saying that Server data will come from solution “Y” is not enough since the data related to a server that is consumed by a specific IT process might require that your understanding of what a server is encompass data from many data sources.  The bottom line remains the same: “use cases, use cases, use cases”.   


Let me know what your experience has been addressing dependency mapping, CMDB or CMS initiatives at your company.  I and my colleagues would love to hear from you but even more important, I know others working on similar initiatives at other companies would love to hear from you.

When Thinking CMS remember “Location, Location, Location”

The other day I presented to a customer that had purchased HP Discovery and Dependency Mapping software.  This customer was interested in understanding HP’s direction relative to the concept of a Configuration Management System (CMS).  My discussion with this customer focused on how HP was addressing the data needs of IT operational domains ranging from application performance and availability management, to configuration and change management to IT process automation for server and network elements.  From a product perspective HP’s focus in this area has been and remains providing a platform that delivers configuration item data, service context and federated data that can be related to those two items to consuming solutions across IT.


Our conversation eventually and rather inevitably turned to what was the best strategy to achieve such a grand vision.  The answer is surprisingly simple at one level yet remarkably difficult to do in practice.  Like the old adage, location, location, location used to talk about buying real estate, the answer to building a comprehensive CMS that works as promised and stands the test of time requires a laser focus on use cases, use cases, use cases.   


I’ll return to this idea after a brief detour to look at the origin of today’s CMS Initiatives and how many of those early ancestors went wrong.


 “Origins of Today’s CMS Initiatives”


Modern CMS initiatives have two main lineages.  The first and best known are CMDB efforts that were launched in the wake of ITIL v2.  Many if not most of these early efforts failed (or at least fell far short of expectations).  The primary reason was a lack of a crisp focus on what problems were going to be solved and in what order.  Companies sought to create a “master” database with all configurations representing all infrastructures across the whole of the enterprise.  While the CMDB technologies used in these early efforts were immature and had some  technical limitations, most of these efforts didn’t fail because of technology.  They failed due to a lack of clarity around what the end game was.


The second major ancestor of today’s CMS efforts is dependency mapping.  Many of the early adopters of dependency mapping embraced this technology for reasons having little to do with how these capabilities are primarily used today; to support ongoing IT operations.  Instead, most of the early adopters of this technology were interested in dependency mapping as a means of supporting some form of application infrastructure reengineering.


Why?  Well during periods of rapid business expansion the IT infrastructure at many companies had grown substantially and no one had a handle on what existed and how it worked together to deliver IT services.  As a result many companies found themselves unable to effectively take on new IT initiatives focused on reducing the infrastructure footprint, reign in runaway server and network admin costs, or effectively take advantage of new virtualization capabilities.  These organizations lacked a clear understanding of what was the starting point.  As a result many of these organizations embraced dependency mapping as a means to generating this understanding. 


For these companies using this information for ongoing management to support application performance and availability, change management, or IT process automation was not the focus.  As a result little emphasis was placed on consuming IT processes and the integrations with the applications that support these processes.  Like early failed CMDB efforts many companies stumbled when they first tried to apply dependency mapping to the needs of ongoing IT operations.  Like early CMDB efforts the reason these initiatives failed (or at least did not deliver as much value as expected) was that they lacked focus.  


Many companies when first employing dependency mapping would attempt to discover everything before having clear use cases of what data was needed to support what IT processes.   Since there were no clear consumers for the data many of these efforts either lacked or failed to sustain sponsorship and consequently withered on the vine.   In my next post I’ll take a look at how these two independent branches have come together to be the foundation of the current crop of enterprise CMS initiatives and how these initiatives face the same challenge that plagued their technology antecedents.

Search
Showing results for 
Search instead for 
Do you mean 
About the Author(s)
  • HP IT Service Management Product Marketing team manager. I am also responsible for our end-to-end Change, Configuration, and Release Management (CCRM) solution. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.
  • David has led a career in Enterprise Software for over 20 years and has brought to market numerous successful IT management products and innovations.
  • I am the PM of UCMDB and CM. I have a lot of background in configuration management, discovery, integrations, and delivery. I have been involved with the products for 12 years in R&D and product management.
  • Gil Tzadikevitch HP Software R&D Service Anywhere
  • This account is for guest bloggers. The blog post will identify the blogger.
  • Jacques Conand is the Director of ITSM Product Line, having responsibility for the product roadmap of several products such as HP Service Manager, HP Asset Manager, HP Universal CMDB, HP Universal Discovery and the new HP Service Anywhere product. Jacques is also chairman of the ITSM Customer Advisory Board, ensuring the close linkage with HP's largest customers.
  • Jody Roberts is a researcher, author, and customer advocate in the Product Foundation Services (PFS) group in HP Software. Jody has worked with the UCMDB product line since 2004, and currently takes care of the top 100 HP Software customers, the CMS Best Practices library, and has hosted a weekly CMDB Practitioner's Forum since 2006.
  • Mary is a member of HP’s ITSM product marketing team and is responsible for HP Service Anywhere. She has 20+ years of product marketing, product management, and channel/alliances experience. Mary joined HP in 2010 from an early-stage SaaS company providing hosted messaging and mobility services. She also has product management experience in the ITSM industry. Mary has a BS in Computer Science and a MBA in Marketing. Follow: @MaryRasmussen_
  • Michael Pott is a Product Marketing Manager for HP ITSM Solutions. Responsibilities include out-bound marketing and sales enablement. Michael joined HP in 1989 and has held various positions in HP Software since 1996. In product marketing and product management Michael worked on different areas of the IT management software market, such as market analysis, sales content development and business planning for a broad range of products such as HP Operations Manager and HP Universal CMDB.
  • Ming is Product Manager for HP ITSM Solutions
  • Nimish Shelat is currently focused on Datacenter Automation and IT Process Automation solutions. Shelat strives to help customers, traditional IT and Cloud based IT, transform to Service Centric model. The scope of these solutions spans across server, database and middleware infrastructure. The solutions are optimized for tasks like provisioning, patching, compliance, remediation and processes like Self-healing Incidence Remediation and Rapid Service Fulfilment, Change Management and Disaster Recovery. Shelat has 21 years of experience in IT, 18 of these have been at HP spanning across networking, printing , storage and enterprise software businesses. Prior to his current role as a World-Wide Product Marketing Manager, Shelat has held positions as Software Sales Specialist, Product Manager, Business Strategist, Project Manager and Programmer Analyst. Shelat has a B.S in Computer Science. He has earned his MBA from University of California, Davis with a focus on Marketing and Finance.
  • Oded is the Chief Functional Architect for the HP Service and Portfolio Management products, which include Service Manager, Service Anywhere, Universal CMDB & Discovery, Asset Manager, Project and Portfolio Manager.
  • I am Senior Product Manager for Service Manager. I have been manning the post for 10 years and working in various technical roles with the product since 1996. I love SM, our ecosystem, and our customers and I am committed to do my best to keep you appraised of what is going on. I will even try to keep you entertained as I do so. Oh and BTW... I not only express my creativity in writing but I am a fairly accomplished oil painter.
  • WW Sr Product Marketing Manager for HP ITPS VP of Apps & HP Load Runner
  • Vesna is the senior product marketing manager at HP Software. She has been with HP for 13 years in R&D, product management and product marketing. At HP she is responsible for go to market and enablement of the HP IT Performance Suite products.
  • A 25+ year veteran of HP, Yvonne is currently a Senior Product Manager of HP ITSM software including HP Service Anywhere and HP Service Manager. Over the years, Yvonne has had factory and field roles in several different HP businesses, including HP Software, HP Enterprise Services, HP Support, and HP Imaging and Printing Group. Yvonne has been masters certified in ITIL for over 10 years and was co-author of the original HP IT Service Management (ITSM) Reference Model and Primers.
HP Blog

HP Software Solutions Blog

Featured


Follow Us
Labels
The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.