David Cuthbertson. Mapping Services, Systems & Servers. Chairman BCS-SMSG

Transcription

1 David Cuthbertson Chairman BCS-SMSG Mapping Services, Systems & Servers Tel Mob Square Mile Systems 1

2 Why Map IT Services etc. Service Management frameworks such as ITIL, ISO20000 say it is best practice Modern systems are complex and change is becoming the biggest cause of disruption Can t assess and manage risk without a detailed understanding of the live service Fundamental to common processes that Reduce cost of delivery Improve response Improve control Square Mile Systems 2

3 Setting Expectations Why is mapping services and systems difficult? Square Mile Systems 3

4 What do we do today? Service catalogue LAN/WAN/SAN diagrams Power feeds to cabinets User locations Build documents IP addressing spreadsheet Chassis/card layouts Rack diagrams Process diagrams Maintenance contracts Floor plans Server asset list Patching spreadsheets Building wiring diagrams PAT testing results Departmental billing/charging Service desk inventory Disk Storage Mapping Project plans Desktop asset list Naming conventions Computer room layout Power phase summation Equipment room maps Labelling standards PABX port mapping Application architectures Batch processing Square Mile Systems 4

5 The A-Z of London Reference & conventions Index(s) Key public services Underground, Rail Network Hospitals, Cinemas, Theatres, Car parks Overview map Congestion charging zone map General map Detailed map of central London Square Mile Systems 5

6 IT System Lifecycle Acquire Disposal Plan Transfer/consolidate Develop Modify Test Manage Detailed design Deployment Square Mile Systems 6

7 Defining the Need Maintenance Accurate updating Correct classification System reporting Validating services Consistency across teams Linkage to systems monitoring Top Down The CMDB Bottom Up Dependency Mapping Security & Risk Planning Consolidation Risk Systems Architecture Availability Planning Business Continuity Single Points of Failure Impact Analysis Incident Management Crisis Management Change Control Project Planning Incident Recovery Square Mile Systems 7

8 Starting our Journey Technology focussed Simple structure Complex structure Complex + Workflow Process maturity Multi-user Databases Databases Build Documents Spreadsheets Relationship diagrams System architectures, floorplans, rack layouts, networks, server domains, data flow charts, service maps Time Square Mile Systems 8

9 RPS DESKPRO S ABC DEF GHI JKL MNO PQRS TUV WXYZ OPEN 11x17 LTR-R Developing a CMDB Processes Services Software * 0 # Square Mile Systems 9

10 Structuring CI Classes Business Processes Departmental, Company Services End user, infrastructure, supplier Applications PC or server based Virtual Infrastructure Components PCs, Network, Servers, Storage, DBMS Hardware Infrastructure Components PCs, Network, Servers, UPS, Storage, Other Fixed Infrastructure (Cabling, Power, Cabinets, Rooms, Buildings) Square Mile Systems 10

11 Breadth & Depth Business Processes Departmental, Company Services End user, infrastructure, supplier Applications PC or server based Virtual Infrastructure Components PCs, Network, Servers, Storage, DBMS Hardware Infrastructure Components PCs, Network, Servers, UPS, Storage, Other Fixed Infrastructure (Cabling, Power, Cabinets, Rooms, Buildings) Logical Mapping Asset Controls Square Mile Systems 11

12 Mapping Techniques List Tabs Tree Hub & Spoke Hierarchy Complex hierarchy Block / Path diagram Square Mile Systems 12

13 Lists Server Name Users Model IP Address Application Location Roman1 Everyone GL Exchange London Roman2 Accounts Dept? Accounts London Roman3 Everyone GL Firewall Rack 4 Customers Two sets of users Missing data Multiple entries Function or application Detail mismatch Square Mile Systems 13

14 Tree Square Mile Systems 14

15 Hub & Spoke Mapping Build Citrix Server VLAN Switch Printer IP Phone Desk Building Cabling UK_FWS_04 Department Supplier User Accounts Payments Project Citrix Client MS Office Square Mile Systems 15

16 A Little Bit More Complex 1 Application 50+ servers PAYMENTS - BACS Square Mile Systems 16

17 Hierarchy Policy Administration Member Module Policy Module Claims Module INS_LIVE ACCOUNTS SVRUNX001 SVRWIN001 Square Mile Systems 17

18 Multiple Applications & Servers DEAL VIEW INTERNAL AUDITS GLOBAL INS FUNDING PAYMENTS CASH MANAGER CHECKBAL INCOMING FUNDS SECURE GH SECURE EDI INVEST Square Mile Systems 18

19 Complex Hierarchy Audittrack BACPAY SQL FWS_04 UK_VWBIRM002 Square Mile Systems 19

20 ISA Payment Function ISA Payment Request Customer Services ISA Payment Request Handling Services, Processes Client Funds Transfer Citrix Client ISA Payment Workflow Client Transact BACS-IP Software BACS-Sched Claims Processing Workflow Paylog Audittrack BACPAY Funds Move Claims Processing Citrix Server Oracle FWS_03 SQL FWS_04 Virtual Oracle LP1 Oracle LP2 UK_VWBIRM001 UK_VWBIRM002 UK_VWBIRM004 LPAR1 LPAR2 Service Desk UK_BHAM UK_BIRM_BLADE_01 UK_BIRM_BLADE-02 Cheque Printer HO_BACRT01 BACS IP-VPN Z Hardware MF_RT01 MFLAN Front Desk HO Secure LAN FW_FWS_01 MF_RT02 Square Mile Systems 20 SW_FWS_01 SW_FWS_05 BT Global MF_SW01 MF_SW02

21 Block / Path Diagram Ingest Cataloging Z-Microsystems Avid Virage VideologgerFinal Cut Pro Sony EVTR JAVA 01 Direction of arrow shows dependency between services Artesia for DAM 6.0 Oracle Master Vita Repository SAM-FS Playout SunFire V890 Sony Petasite QFS V4.3 Storedge 6920 Transcode SunFire V240Z Quantel Leitch Omneon Pinnacle SeachangeThomson Grassvalley FlipFactory SunFire V400Z Digital Watermark Automation Nextamp File Server Air Client Device server Media Client Sunfire V40Z Harris Traffic Web Services Square Mile Systems 21 Edit

22 Multiple Styles of Mapping Simple Easy for software to automate Similar styles & templates Difficult to comprehend complexity Complex Requires manual layout and design choices Can be structured to suit need and CI volumes Enables comprehension Square Mile Systems 22

23 ISA Payment Function ISA Payment Request I ISA Payment Request Handling Client Funds Transfer Customer Services Citrix Client I ISA Payment Workflow Client Transact BACS-IP BACS-Sched Claims Processing Workflow Paylog Audittrack BACPAY I Funds Move Claims Processing C Oracle FWS_03 SQL FWS_04 Oracle LP1 Oracle LP2 Citrix Server UK_VWBIRM001 UK_VWBIRM002 UK_VWBIRM004 LPAR1 LPAR2 Service Desk UK_BHAM C UK_BIRM_BLADE_01 UK_BIRM_BLADE-02 Cheque Printer HO_BACRT01 BACS IP-VPN Z MF_RT01 MFLAN Front Desk HO Secure LAN FW_FWS_01 MF_RT02 Square Mile Systems 23 SW_FWS_01 SW_FWS_05 BT Global MF_SW01 MF_SW02

24 Choosing the CMDB(s) Define the needs top/bottom/maintenance Define ownership of data/diagrams Look for reduction of duplicate information Within technical systems (monitoring, discovery) Within manual systems (services, risk, etc.) Square Mile Systems 24

25 How Typical Steps Establish common jargon Identify appropriate benefits to audience Set goals Choose style of delivery Create a team for change Involve 3 rd party references / input Conferences, seminars, consultants, peers Use Kotter s change model Square Mile Systems 25

26 Achieving Change Kotter Establishing a sense of urgency Creating the guiding coalition Unfreeze Developing a Vision and Strategy Communicating the Change Vision Empowering employees for broad based action Transform Generating short term wins Consolidating gains and producing more change Anchoring new approaches in culture Refreeze Kotter s 8 stage process Square Mile Systems 26

27 The End Square Mile Systems 27