Drive Business Value with Service and Portfolio Management PS444SN How to Implement the CA CMDB in 6-Weeks for a Customer of Fujitsu’s Outsourcing Business Martin Kästle Fujitsu Technology Solutions Abstract Martin Kästle Fujitsu Technology Solutions This project is an example of a CMDB project where Fujitsu in Germany as a service provider was given an extremely short time to deliver its services to one of its customers, a Munich based financial institution. Therefore this CMDB project had to follow CA Technologies best practices in order to minimize the scope of the CMDB and the initial implementation of the CMDB. The ITIL® processes and the given infrastructure already in place still had to be taken into account. The session will highlight how this CMDB project was executed with a combination of CA Services and Fujitsu resources. ITIL® is a Registered Trade Mark of the Cabinet Office How to implement the CA CMDB in 6 weeks for a customer of Fujitsu’s outsourcing business Martin Kästle - Fujitsu Technology Solutions FTS PUBLIC 2 Copyright 2013 FUJITSU Fujitsu – Close to Customers Globally  The Vision and the Ambition  Human centric ICT contributes to an intelligent society  Reshaping ICT – reshaping business and society … with you  The Approach  Customer and partner centric, consultative and service oriented  The Portfolio  Rich, customer oriented set of products, solutions, services  Research and development close to customers across the world  Quality engineering and process excellence  Advanced sustainability with and through IT  Staging, configuration and testing at factory  Multiple delivery models: as infrastructure, managed, in cloud 3 3 FTS PUBLIC Copyright 2012 FUJITSU Fujitsu – Facts and Figures  Established 1935  173,000 employees  54.5 B$ revenue  President Masami Yamamoto  Presence in > 100 countries  Research in Japan, US, UK, Germany, China, Singapore  2.9 B$ annual R&D investment  Manufacturing in Japan, Asia, Europe, North America FTS PUBLIC 4 4 Copyright 2012 FUJITSU Agenda  Project Background  Proposed solution  Implementation Preparation  Implementation  Call for action  Critical Success Factors FTS PUBLIC 5 Copyright 2013 FUJITSU Project Background  Customer is a major outsourcing account of Fujitsu Technology Solutions  Part of the outsourcing deal was to replace the existing ITSM applications  The previously existing tool landscape was a combination of “homegrown” and “off the shelf” products  Stepwise implementation of the involved processes FTS PUBLIC 6 Copyright 2013 FUJITSU Project Background  The account team started its planning with the replacement of the call tracking application  At the time of the application architecture planning Fujitsu unfortunately did not have its multi-tenant version of CA Service Desk Manager (TRIOLE for Services) in place  Another existing (non-CA) Fujitsu application had to be chosen for Incident Management and therefore the original planning did NOT foresee the usage of the CA Technologies CA Configuration Management Database (CA CMDB)  Next, the Configuration Management requirements were outlined in multiple sessions with the customer FTS PUBLIC 7 Copyright 2013 FUJITSU Implementation Preparation  Configuration Management  The Configuration Management requirements were outlined in multiple sessions with the customer  Target definition and Process design  Continuous monitoring of all process elements  All relevant IT Service Management Processes needed to be supported  Agree on step-by-step approach, rather than “big bang”  Simplification of the data maintenance by reduction of complexity Through standardization, automation and distribution of data maintenance FTS PUBLIC 8 Copyright 2012 FUJITSU Implementation Preparation  Outline the planned CMDB data model  Define the needed CI classes  Dependency analysis and definition  Define CI statuses and their process flows  Conceptional planning of the revisioning  Declaration of access control  Definition of additional Libraries (i.e. define SW Library, document libraries…)  Integration into existing tool landscape  Definition of “leading” databases  Planning of the rollout concept FTS PUBLIC 9 Copyright 2013 FUJITSU Implementation Preparation Tool interfacing ITSM Deskview Loader Initial Load ServicePortal Request Entry CI Data Data Center manually Network Monitoring CMDB Portal Reporting Active Directory Contact Data CA ITCM Scan CI Data SAP License Management CI Data Network MS SCCM Scan& Distribution FTS PUBLIC 10 Copyright 2013 FUJTSU Implementation Preparation Process interfacing FTS PUBLIC 11 Copyright 2013 FUJITSU Implementation Preparation Process flow FTS PUBLIC 12 Copyright 2013 FUJITSU Call for action  In contradiction confirmation of the of theoforiginally plannedplanned contradictiontotothethe confirmation of vendor the vendor the originally Configuration Management application, this application did notdid cover full the Configuration Management application, this application notthe cover breadth of theofConfiguration Management requirements as it encountered full breadth the Configuration Management requirements as it previously unpredictable strong performance issues encountered previously unpredictable strong performance issues  the focus moved to CA CMDB  The focus moved to the CA CMDB  Fujitsu had now adopted a global CA strategy for the ITSM application stream, the focus moved to CA CMDB had now adopted a global CA strategy for the ITSM application stream, the focus  Fujitsu the CMDB  moved CA ITCMtofor Server inventory was part of the customer solution SCCM for workstation inventory partfor of the customer solution  CA Client Automation (a.k.a. was ITCM) Server inventory was part of the customer solution for the workstation inventory of the customer solution according to  CAMicrosoft ServicesSCCM offered know-how, skillswas andpart availability to implement plan  CA Services offered the know-how, skills and availability to implement according to plan FTS PUBLIC 13 Copyright 2013 FUJITSU Proposed solution th 2010  On In contradiction the confirmation of the vendor of the originally October 25to CA Services was contracted with an planned agreed Configuration application, this application did not cover the full timeline for aManagement customer rollout on December 31st 2010 breadth of the Configuration Management requirements as it encountered previously unpredictable strong performance issues  Complete Requirements documented so far were handed over to CA services  Previous workshop results were a “perfect fit” for the methodology of the CA Services  theimplementation focus moved framework to CA CMDB  Only Fujitsuahad now adopted global CA forServices the ITSM “up application stream, the focus moved to CA  short time was aneeded to strategy bring CA to speed” CMDB  CA ITCM for Server inventory was part of the solution  That left an implementation time ofcustomer roughly 6 weeks for CA Services  As SCCM for workstation inventory was part ofto the customer solution  some time needed to be allocated testing (and Christmas…)  CA Services offered the know-how, skills and availability to implement according to  After plan providing the detailed Configuration Management requirements to CA Services, they proposed the following solution FTS PUBLIC 14 Copyright 2013 FUJITSU Proposed solution CA Services iterative CMDB design methodology  Adopt an iterative lifecycle approach:  Start small – have a clear objective  Identify one or two key services  Work with actual users to define attributes  Leverage existing tool information to populate CI attributes  Supplement with discovery  Define role-based service views  Synchronize data on an on going basis to ensure accuracy FTS PUBLIC 15 Copyright 2013 FUJITSU Proposed solution Business Objectives Scope:  Client Computing  Data Centre  Networking (Local and Wan)  Storage Considerations: Use Cases:  Who are the consumers of configuration management information?  What information do they require?  Root Cause Analysis  Why do they need it?  Impact Analysis  using Visualizer  When do they need it?   Who owns the process? Reporting Requirements (contractual) led to attribute definition Target audience:  Incident & Problem Management  Change & Release Management  Financial Management FTS PUBLIC NO CHANGE IN PLANS! 16 Copyright 2013 FUJITSU Proposed solution The CA CMDB – Data Flows & Managed Data Repositories Billing files Service Portal Ticketing AD Tool (Webservice) Global Monitoring Importfiles (manual) 13 17 16 3 14 Billing 1 CMDB 12 4 ERM Should Be Reconciliation Service mastersdata Actual ITCM for serverscan and consolidating the client data 8 5 7 9 6 Spectrum 18 Delivery Recon License Mgmt 3rd Party License DB DSL Actual Should be 10 SCCM for clientscan 15 Customer Contract Management FTS PUBLIC 11 GAP Analysis Reports Copyright 2010 FUJITSU TECHNOLOGY SOLUTIONS 17 Copyright 2013 FUJITSU Implementation Integration of Manged Data Repositories  Integrated Managed Data Repositories (MDRs) allow “Launch in Context” from the CMDB to view detailed information:  Client Computing (based on SCCM for Clients)  CA Client Automation (previously IT Client Manager) for Servers  SW Licensing tool for Software Packages  SAN/NAS for Storage  CISCO for Network  MDR was initially defined for the Client Computing CI’s  Then it was also implemented for Servers - Workstation and Server information was stored in CA Client Automation (native for Servers, from SCCM for Clients) FTS PUBLIC 18 Copyright 2013 FUJITSU Implementation Build a service model with the CA CMDB  Families  Use only CA CMDB OOTB families  Classes  Limited number of new classes was created  New attributes were implemented (on CI Global /Family Level)  Mainly to store information that could not be retrieved from a MDR, or requirement for Customer Reporting  CA Services provided input for the model definitions (layers, relationship types, etc.) and the impact of different configuration choices; Fujitsu internally did the fine tuning FTS PUBLIC 19 Copyright 2013 FUJITSU Implementation Implemented 4 level – CI layer model Level 4 Level 3 Level 2 Level 1 FTS PUBLIC 20 Copyright 2013 FUJITSU Implementation Visualizer FTS PUBLIC 21 Copyright 2013 FUJITSU Critical Success Factors (1)  Identify and involve all relevant stakeholders  Do a proper and thorough preparation with customer  Stick to “standards” !!!!  Take customer requirements in standardized form only  Define additional requirements as specific as possible  Prioritize!  Prio 1 – No go if not implemented  Prio 2 – Must have  Prio 3 – Nice to have FTS PUBLIC 22 Copyright 2013 FUJITSU Critical Success Factors (2)  Use an industry standard project management methodology (Fujitsu uses Prince2) in order to  Keep close and continuous communication between all involved parties • Regular status calls!  Keep eye on defined time line  Involve “trusted” implementation team (internal or external)  Hard book all involved resources FTS PUBLIC 23 Copyright 2013 FUJITSU Speakers biography – Martin Kästle Within the CIO organization of Fujitsu Continental Europe, Middle East, Africa and India Martin is currently working in a team closely aligning the IS activities of the 30+ covered countries with the central strategy and governance. He has been working in the ICT area over 20 years. After having built up the services department for a computer reseller in the 90ies, he did join Fujitsu in 1999, being responsible for their 2nd level support in Germany. Out of this task he developed a strong vision in tackling the problems from a business analytic point of view, evaluating existing service processes and pushing for operational excellence. Later he was involved in the planning of a consistent ITSM application landscape for this Fujitsu region and thereby engaged in major customer bids. Martin holds Degrees from the US as well as from Germany. He is an honorary examiner for the educational field of qualified IT specialists at the German Chamber of Industry and Commerce. He is married and has two adult daughters. FTS PUBLIC Contact: [email protected] 24 Copyright 2013 FUJITSU Speakers biography – Monika Paul Within the CIO organization of Fujitsu Continental Europe, Middle East, Africa and India Monika is currently working in a team closely aligning the IS activities of the 30+ covered countries with the central strategy and governance. She has been working in the ICT area over 30 years. After working several years in the service and CIO department for Siemens, she did join Fujitsu in 2006, being responsible for service applications. Later she was involved in major outsourcing projects during bid and transition phase. She designed the application landscape and the usage of the ITSM tools. Monika is married and has an adult daughter. Contact: [email protected] FTS PUBLIC 25 Copyright 2013 FUJITSU FTS PUBLIC 26 Related Technologies  Booth 520 – Fujitsu, CA World Gold Sponsor  Booth 201 – CA Service Desk Manager, CA Technologies  Booth 211 – CA Services, CA Technologies Q&A Session Evaluation  Download the CA World Mobile App now to provide your feedback about this session  Session #: PS444SN Google Play iPhone