Bringing Service Awareness To Data Centres
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- Rudolph Briggs
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1 Bringing Service Awareness To Data Centres Contents: How can Service Asset, Configuration & Knowledge Management Help? November 2008 Who am I Who are my Customers & what do they want? What s important to Data Centres One source of truth, many customer requirements How does this fit into what SACM do? Culture Change Lean Voice of Customer (Ask & Listen) Benefits Prepared by Paul Dixon Group IT Service Asset, Configuration & Knowledge Management
2 Service Asset, Configuration & Knowledge Management Team Datacentre Manager Network Manager Platform Manager Service Manager Project Manager Systems Manager Asset Manager Incident, Problem & Change Manager I think we need a bigger team & Bike! Voice of Customers I want I want I want I also want I think I need
3 What does being in Control of a Data Centre mean? Managed in a Data Centre Management Tool Data Centre 1
4 What does being in Control of a Data Centre mean? Data Centre 2 Managed in a Data Centre Management Tool Data Centre 3 Data Centre 1
5 What does being in Control of a Data Centre mean? Data Centre 2 Managed in a Data Centre Management Tool Data Centre 3 Data Centre 1
6 What does being in Control of a Data Centre mean? Data Centre 2 Managed in a Data Centre Management Tool Data Centre 3 Data Centre 1
7 What does being in Control of a Data Centre mean? Power Cooling Cabling Networks Kit H/W Owners Access Location Etc. Data Centre 2 Managed in a Data Centre Management Tool Data Centre 3 Data Centre 1
8 What does being in Control of a Data Centre mean? Business Services Service B Service D Service E Service A Service C Power Cooling Cabling Networks Kit H/W Owners Access Location Etc. Data Centre 2 Managed in a Data Centre Management Tool Data Centre 3 Data Centre 1
9 Service Prod Prod Dev I, Sor s & Bir s I, Sor s & Bir s Sub-Service Prod? Test Project I, P & C I, P & C I, P & C System I, P & C I, P & C I, P & C I, P & C LPAR 1 per cup = 7 Licences for 10 cups Maintenance contract Software deployment I, P & C I, P & C I, P & C I, P & C I, P & C Production Hardware Service View Hierarchy LTSB CMDB Configuration Management (Peregrine) Enabling Incident, Problem & Change Common Data (SKMS) Service Knowledge Management System Cost View Asset Management Shoe Box (Prod, Dev, Test, Project &?) Data Centre Management Archibus Systems Management Networks / Storage & Application Mapping
10 LTSB 5 Step Approach to becoming World Class The Differing Requirement for Data Prioritised to create the Service Knowledge Management System Service View 1 st Cost View 3 rd Incidents Incidents Cost Cost Owners Owners Cost Cost Summary Summary Problems Problems Vendors Vendors Service Service Performance Performance Changes Changes Services Services Contracts Contracts Maintenance Maintenance Support Licence Support Licence Configuration Management Systems Management Specifications Specifications CPU Memory CPU Memory Disk Disk Settings Settings IP Address IP Domain Address Domain Common Common Data Data Locations Locations Cabinets Cabinets Environment Environment Air Conditioning Air Power Conditioning Power Asset Management Data Centre Management Cabinet Cabinet Plan Plan Floorplan Floorplan N System View (Logical) 4 th System View (Physical) 2 nd World Class = Understanding & Meeting your Reporting Requirements for each section
11 What does being in Control of Service mean? I Service Sub-Service Change Conflict Awareness & Potential Impact to Services C CP C System LPAR C C Production Hardware (Servers, Mainframes & Firewalls) Service View Hierarchy LTSB CMDB Configuration Management (Peregrine) Enabling Incident, Problem & Change
12 How is the CMDB created and maintained in LTSB? Configuration Management - System Map This slide describes the key sources of Configuration Data: UNIX Servers WINTEL Servers Hardware Mainframe & Servers Configuration Data Owners TIVOLI Scanning Tool Hardware & Software Data Automated Scans ARCHIBUS Datacentre Management Tool Hardware Data Category A,B & C Data Centres Only GUI PSC 6.1 Web client CONNEC T IT PSC 6.1 CMDB Significant Configuration Data Service Data Transfer Pricing Data PSC 5 Significant Hardware Data Significant Software Data PSC 5 Asset Data S/W & Cost PSC 5 focus Now changed For PSC 6.1 The purpose of Configuration Management is not to build one central repository in order to eliminate all existing spreadsheets and databases. ITIL good practice accepts that organisations may have many strategic data sources that form a logical CMDB - other GIT strategic data sources include: Sharepoint - Definitive Document Library Framework - Contract and Licence Data Dorana Mainframe S/W Inventory HRIS - Employee Data PIMS - Location Data SAP - Group IT Asset Data
13 What does being in Control of Service mean when a Data Centre Incident Occurs?? Potential Impact? Potential Impact Service Sub-Service Incident Awareness & Potential Impact to Services I I System I I LPAR I Production Hardware (Servers, Mainframes & Firewalls) Service View Hierarchy LTSB CMDB Configuration Management (Peregrine) Enabling Incident, Problem & Change
14 Benefits seen so far for the Datacentre & Remote Site team As CMDB Data Owners they understand the importance of getting Datacentre Data correct Audit & Verification of the CMDB exposed areas of improvement in Datacentre Management Bringing the details of a Server up in the CMDB showed instantly the Services it relates to Incidents, Problems & Changes relating to Hardware were easier to track & manage Datacentre & Tec room Incidents were easier to report in terms of potential Services impacted Service Outage and Business impacts over the years have steadily reduced as risk is understood Service is understood and is high on everyone s agenda
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