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to support the management of a large and complex IT environment

to support the management of a large and complex IT environment. IWR-3D Management Portal 1) , a WIKI based Change- and Configuration Management Tool. by Markus Bäker, Bernd Zakel, Achim Grindler. typical situations in day to day service support

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to support the management of a large and complex IT environment

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  1. to support the management of a large and complex IT environment IWR-3D Management Portal1), a WIKI based Change- and Configuration Management Tool • byMarkus Bäker,Bernd Zakel,Achim Grindler

  2. typical situations in day to day service support motivation for Change and Configuration Management some definitions datamodel of the Configuration Management Database tool design to support change and configuration management Agenda

  3. Typical situations in day-to-day operations you are in the troubleshooting process, and don‘t know the recent changes that have been made. an IT service is unavailable, and you don‘t know all involved components and their dependencies a server system is offline, and you don‘t know the exact impact to your customers business processes there‘s an error in a software module, and you don‘t know all systems where this module is installed there‘s a hardware failure, and you have no information about the maintenance contracts some well-known situations ?

  4. better management and accounting of IT assets better identification of relationships between IT components better alignment of IT and the business needs (achieving enterprise objectives) better control and documentation of changes impact analysis of the environment (troubleshooting and planning) Configuration Management: objectives

  5. Transparent view over the entire IT environment (hardware devices, software, request for changes, problems, incidents, services, customers etc.) Reproduction of the lifecycle of IT assets Detailed information over deployed IT equipment Control of IT assets (e.g. consolidation, optimization) linking all other ITSM processes to the CMDB Configuration Management: tasks

  6. configuration: collectivity of IT components (logical and physical) and their relationships among each other configuration management database (CMDB):datastore containing different configurations, designed to support configuration management tasks (see before) configuration item (CI):entity in the CMDB Important definitions

  7. baseline configuration:secured and documented setup for a distinct and productive IT service request for change (RfC):document, that describes the whys and hows of implementing changes in the IT environment (planning / approval) change: activity, affecting items so that a deviation of the baseline configuration is caused Important definitions ...

  8. mapping different configurations Configuration 1 Configuration Management Database (CMDB) Configuration 2

  9. Data model: customers view

  10. Data model: customers view

  11. Data model: templates

  12. Data model: templates

  13. Data model: templates

  14. Data model: templates

  15. Components related to Configuration Items Data Store for Configuration Data (CMDB) + revision history User Management / Configuration Management Forward Schedule of Change Recent Changes / todays dates Reports Tasks / maintenance planning Favorites / Profiles Software Architecture: Management Portal

  16. Software Architecture: overview

  17. Software Architecture

  18. The input of CI data information is checked The process of defining related items and attaching items simplified One can define SQL queries instead of wiki fullsearches to get more complex reports and analysis. Some users like the degree of freedom they have with the wiki, others like to be guided (higher Acceptance) benefits by using a Portalsolution in conjunction with a wiki system

  19. ??????????????? ?? any requests … • thank you for your attention • ... a more detailed tool demo will be possible during the workshop later on ...

  20. 3D stands for: services for desktopsystems and datanetworks operation of the whole datanetworks for FZK WAN, LAN, WLAN VPN, RAS delivery of IT services for more than 4500 Users Internet Access, Extranet Access Mail and Fax Software Deployment Networking- and Desktop-Security Services of IWR-3D(what‘s our job?)

  21. other IT services for a limited amount of users Identity Management (Active Directory) File- and Print Services WEB-Services and SQL-Databases Terminalservices and last but not least 1st an 2nd level support for all these services that‘s reason why we consider ITIL service support concepts Services of IWR-3D(what‘s our job?)

  22. Data model: templates

  23. Data model: templates

  24. Data model: templates

  25. ... <TableOfContents> ---- == Informations == ### CI/Informationtemplates/Hardware->General Information ### ### Special Information ### === Attached Configuration Items === #### Operator #### #### Operatingsoftware #### #### Applicationsoftware #### #### Virtual Maschines #### ... <comment>Templatefabric-CI</comment> CI Information pages e.g. CI/Server

  26. ... == Relationships == === Services === <fullsearch("<ShortTitle>","CI/Service/%/<SecondTitle>",3,1)> === Networkdevices === <fullsearch("<ShortTitle>","CI/Networkdevice/%/<SecondTitle>",3,1)> === Requests for Change === <fullsearch("<ShortTitle>","CI/RfC/%/<SecondTitle>",3,1)> === Known Errors === <fullsearch("<ShortTitle>","CI/Known_Error/%/<SecondTitle>",3,1)> === Racks === <fullsearch("<ShortTitle>","CI/Racks/%/<SecondTitle>",3,1)> === UPS === <fullsearch("<ShortTitle>","CI/USV/%/<SecondTitle>",3,1)> CI Relationships: e.g. CI/Server

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