Cherwell Service Management

Transcription

1 Cherwell Asset Management mapp Solution Version 2.0 March 2018

2 Legal Notices Cherwell Software, LLC 2018 All Rights Reserved. Cherwell and the Cherwell logo are trademarks owned by Cherwell Software, LLC and are registered and/or used in the United States and other countries. ITIL is a registered trademark of AXELOS Limited. All other product or company names referenced herein are used for identification purposes only and are or may be trademarks or registered trademarks of their respective owners. The information contained in this documentation is proprietary and confidential. Your use of this information and Cherwell Software products is subject to the terms and conditions of the applicable End-User License Agreement and/or Nondisclosure Agreement and the proprietary and restricted rights notices included therein. You may print, copy, and use the information contained in this documentation for the internal needs of your user base only. Unless otherwise agreed to by Cherwell and you in writing, you may not otherwise distribute this documentation or the information contained here outside of your organization without obtaining Cherwell s prior written consent for each such distribution. Contact Cherwell Software

3 Contents Contents V Configuring the...8 Using the...11

4 V2.0 V2.0 mapp Version Platform Version Requirements Out-of-the-Box Version Requirements Prerequisites V or later or earlier None V or later or later None V or later or later None Overview The Cherwell Asset Management (CAM) mapp Solution provides an interface between Cherwell Asset Management and Cherwell Service Management.The mapp Solution provides maximum visibility and control over your network IT inventory software, license entitlements, and purchasing data. When CAM is incorporated into CSM, inventory data (ex: workstations, installed programs and software, installed services, disks, etc.) can be shared with and used within the CSM CMDB as Configuration Item records. This mapp Solution includes multiple features, including Business Objects (ex: Config - Not Inventoried.), One-Step Actions (ex: Update Config-Not Inventoried.), and Search Groups (ex: CAM Computers). How the mapp Solution Works CSM provides the CAM data as a mapp Solution so that Users can easily discover all of their devices on the network and choose to view additional information about those devices. If a device is imported and the system cannot identify what it is, then the new Business Object holds the information. Download the mapp Solution from the Cherwell mapp Solution Exchange. Use the Apply mapp Solution wizard to apply the mapp Solution to your CSM system. As you work through the mapp Solution wizard, you are prompted to use the External Connection Wizard to connect CAM and CSM. At the end of the Apply mapp Solution wizard you need to generate and publish a Blueprint. When the Blueprint is published, you must complete the Data Wizard to finalize the process and begin sharing data between CAM and CSM. The mapp Solution includes the following items: Item Category Business Object Dashboards Item CI Asset Type, Config-Computer, Config-Network Device, Config-Server, Config-Software License Config-Printer, Configuration Item, Drive Info CAM Drives, CAM License Purchases, CAM License Unit Machines, CAM Login History, CAM Machine Purchasing, CAM Network Adapter, CAM Services, CAM Software, CAM Software Purchase Assignment, CAM Virtual Machine, CAM Web Console URLs, Config-Not Inventoried CMDB Typical Merge Action Don't Change 4

5 V2.0 External Connection Cherwell Asset Management Image Definitions One-Step Action Stored Expression Stored Query Widgets ExpressMetrix, ExpressMetrix16, ExpressMetrix-X16, License-Analytics_16x16, License-Analytics_32x32, Purchasing_16x16, Purchasing_32x32, Reporting_16x16, Reporting_32x32 License Analytics, Machine Summary, Purchasing, Reports Console, Update Config-Not Inventoried, Update Config-Not Inventoried with Server Data Discovered, Discovered Items All Not Inventoried Devices, CAM Computers, CAM Not Inventoried, CAM Printers, CAM Server, ed Today, Matched to Other CI Not Inventoried in CMDB Varies The V1.5 mapp Solution includes the following items: Item Category Business Object Dashboards External Connection Image Definitions Metric Values Item CI Asset Type, Config-Computer, Config-Network Device, Config-Server, Config-Software License Config-MobileDevice, Config-Other CI, Config-Printer, Config-System, Config-Telephony Equipment, Configuration Item, Drive Info CAM Drives, CAM License Purchases, CAM License Unit Machines, CAM Login History, CAM Machine Purchasing, CAM Network Adapter, CAM Services, CAM Software, CAM Software Purchase Assignment, CAM Virtual Machine, CAM Web Console URLs CMDB Cherwell Asset Management ExpressMetrix, ExpressMetrix16, ExpressMetrix-X16, License-Analytics_16x16, License-Analytics_32x32, Purchasing_16x16, Purchasing_32x32, Reporting_16x16, Reporting_32x32 License Analytics URL, Purchasing, Reports, Reports Console Typical Merge Action Don't Change 5

6 V2.0 One-Step Action Stored expressions Stored queries Widgets License Analytics, Machine Summary, Purchasing, Reports Console, Update Config-Not Inventoried, Update Config-Not Inventoried with Server Data Discovered, Discovered Items All Not Inventoried Devices, CAM Computers, CAM Not Inventoried, CAM Server, Express Printers, Express Server, ed Today, Matched to Other CI Not Inventoried in CMDB Varies The V2.0 mapp Solution includes the following items: Item Category Business Objects External Connections Metric Values One-Step Actions Stored expressions Stored queries Item Config-Computer, Config-Network Device, Config-Server, Config-Software License Config-Mobile Device, Config-Other CI, Config-Printer, Config-System, Config-Telephony Equipment, Configuration Item, Customer-Internal CAM Drives, CAM License Purchases, CAM License Unit Machines, CAM Login History, CAM Machine Purchasing, CAM Network Adapter, CAM Services, CAM Software, CAM Software Purchase Assignment, CAM Virtual Machine, CAM Web Console URLs, Config-Not Inventoried Cherwell Asset Management License Analytics URL, Purchasing, Reports, Reports Console Update Config-Not Inventoried Server, Machine Summary, Update Config-Not Inventoried, Purchasing, Machine Summary, Reports Console CI Details, CI Details All Not Inventoried Devices, CAM Computers, CAM Not Inventoried, CAM Server, Matched to Other CI, Update CAM Computer Status, Update CAM Server Status Typical Merge Action Don't Change Merge Actions : Add new item. : Replace target item. 6

7 V2.0 Merge: Merge differences. Don't Change: Referenced by the mapp Solution, but not altered in any way. The mapp Solution includes the definition for informational purposes only (the definition is not imported into the target system). Related Reading External Data and Databases Share Data with an External Database About mapp Solutions Steps to Apply the mapp Solution To apply the mapp Solution, perform the following high-level steps: 1. From the CSM Administrator home page, click the mapp Solutions category, and then the Go to the mapp Solutions Exchange task. 2. Click the Cherwell Asset Management V2.0 link. The Cherwell Asset Management mapp Solution page opens; the attachment is located at the bottom. 3. Download the mapp Solution. 4. Run the mapp Solution file, and then click Next on the first page. 5. Click Yes, I accept the terms. 6. Review the language packs included with the mapp solution, then click Next. Note: Refer to Apply a Language Pack for the procedure to apply translated strings to your system. English is the default language for the Cherwell Asset Management mapp Solution. 7. Select Make reasonable decisions, but ask me if unsure. 8. Click Next. 9. Review the Merge Actions, and click Next through each Merge Actions page. 10. Click the Edit External Connection button to open the External Connection Wizard. Use the External Connection Wizard to create an External Connection with the CAM Database. The selections for each page of the External Connection Wizard are as follows: a. Data Source: Select SQL Server. b. Database Location: Select Specific Server and provide the Database name. c. Select Database: Provide the Database name or click Browse to locate and select the database. d. Login Options: Select Windows authentication or type the ID and Password for the Database. e. Database Owner or Schema: Select a Database owner or schema in the drop-down if implemented. If the schema is not implemented, provide the owner name. If unsure, provide the default dbo. f. Pooling Options: Use the Default pooling options, which are usually acceptable for most scenarios. Optional: Customize your caching options by setting your own pool sizes. g. Connection Name: Pre-populated with the name of the database provided from Step B. Optional: Provide a description for the connection. h. Connection String: Click Test Connection to verify the connection string used. Text appears next to the button, confirming the connection is successful. If the test connection is not successful, contact your System Administrator or Cherwell Administrator. 7

8 V Click Finish. The External Connection Wizard closes. 12. Review the Summary of Changes page, then click Next. 13. Select the radio button to open the Blueprint. 14. Click Config-Computer in the Major Business Object view of the Object Manager. 15. Click Edit actions. 16. Select Task Pane. 17. Click the Add action button and select Add One-Step action from the Add action drop-down. 18. Select the Global folder from the left-hand navigation pane. 19. Select Machine Summary and click OK to save the One-Step action selection. 20. Click OK again to save Task changes. 21. Repeat steps for Config-Server Business Object. 22. Publish the Blueprint. Steps to Configure the mapp Solution 1. Configure Security Roles. 2. Schedule Configuration Items. 3. Schedule One-Steps. How to Use the mapp Solution in the CSM Desktop Client 1. Accessing Secondary Forms with ed Fields 2. Viewing ed Data for Configuration Items 3. Optionally Assigning Configuration Items to Customers 4. Replacing License Fields in the Config - Software License Business Object Form Configuring the Complete the following procedures to configure the. Configuration procedures are completed in the CSM Administrator. Configure Security Roles Grant CSM Security Roles permission to access the Cherwell Asset Management mapp Solution and its One-Step Actions. Users are then able to edit the Scheduler or associated CIs, and view the CMDB. 1. In the CSM Administrator, click the Security category. 2. Click Edit roles. 3. Select the IT Service Desk role. 4. Select the Role Options menu item and click Configure task pane. 5. Uncheck the Use default task pane setup radio button. 6. Click Add. A Task Pane Section window opens. 8

9 V In the Task Pane Section window, click Add. The Action Manager opens. 8. Select the One-Steps category. 9. Select the Global folder. 10. Select the Cherwell Asset Management subfolder. 11. Select the License Analytics One-Step and click OK to add the Action. 12. Repeat Steps 7-11 for the remaining two One-Step Actions in the folder: Purchasing and Reports Console. 13. Click OK in both the Task Pane Section and the Configure task pane windows. 14. Repeat steps 1-13 for the IT Service Desk Manager role. Note: Repeat configuration procedures for any company-specific Security Roles that also require access to the Cherwell Asset Management mapp. Do not configure any Portal Security Roles. Schedule Configuration Items To import data into the CMDB, add Schedule Items to configure the mapp Solution. You can import all CIs in a Business Object Category, or apply custom filters. Note: ing existing CAM data into the CMDB does not affect data for CIs that were created manually in CSM. 1. In the CSM Administrator main window, click the Scheduling category. 2. Select Edit Schedule. 3. Click Add to add a Schedule Item. 4. In the General category, provide a Schedule Group, Name, and Description. 5. In the Schedule category: a. Select the Recurring radio button. b. Provide the Schedule time, Recurrence, and Range of recurrence. Note: We recommend running a scheduled item at night and importing items consecutively, not concurrently. However, all scheduled items must run in the same day for the CAM mapp to work effectively. 6. In the Action category, select from External Data from the drop-down. 7. Click Setup. The External Data Wizard opens. 8. Click Next. 9. The selections for pages of the External Data Wizard are as follows: Select Business Object page: Select Config-Computer from the drop-down. Existing Records page: Select the Update Existing Records radio button. Choose Filter: Select All records, or select Use Filter and click the Ellipses button. If using Filters, select filters in the Search Manager according to the table below. Schedule Item Filter Name 9

10 V2.0 Config-Computer Config-Network Device Config-Not Inventoried Config-Server Config-Software License CAM Computers No Filter, select Update All Records CAM Not Inventoried CAM Server No Filter, select Update All Records 10. Click Finish. The External Data Wizard closes. 11. Repeat steps 2-9 for the following Business Objects: Config-Network Device, Config-Not Inventoried, Config-Server, and Config-Software License. 12. Click OK. ed items show in the Scheduled Items window. Schedule One-Steps The One-Steps associated with the Cherwell Asset Management mapp Solution analyze inventory data imported by the Scheduler, and add it to the CMDB. 1. In the Schedule Items window, click Add. 2. In the General category, provide: a. Schedule Group: (Default). b. Name: Provide a name (ex. Match Server to Not Inventoried). 3. In the Schedule category: a. Select the Recurring radio button. ant: Ensure that the import for Config-Not Inventoried and Server are scheduled to run before the One-Step Actions run. Otherwise, the One-Step Actions do not have correct and comprehensive data to analyze. b. Action: Run One-Step Action. 4. In the Action category: a. Select Run One-Step Action from the drop-down. The One-Step Action Manager opens. b. Select Config-Computer from the Association drop-down. c. Select the Global folder. d. Select the Update Config-Not Inventoried One-Step Action. e. Click OK. f. Select Config-Server from the Association drop-down. g. Select the Global folder. h. Select the Update Config-Not Inventoried with Server Data One-Step. ant: The two One-Step Actions must run after the Scheduled Items in order for the most recent CI information to be imported into the CMDB interface. 10

11 V Click OK. Based on the One-Step Actions, CIs populate in the Scheduler. The Scheduled Start Time varies, based on when the mapp was configured to import CIs into the CMDB interface. The CMDB interface automatically populates accordingly. Users can now choose to easily view CIs from within the CMDB. Using the Accessing Secondary Forms with ed Fields Applying the mapp Solution adds secondary Forms to the following Configuration Item Business Objects: Config - Computer Config - Network Device Config - Not Inventoried Remember: This is a new Business Object that is created when you apply the mapp Solution. Config - Server Config - Software License The secondary Form shows the available Fields for the selected Business Object, including Fields that already exist on the default Form as well as Fields that are imported from the CAM database as part of the mapp Solution application. You may choose to include some or all of the available Fields on your Business Object Forms. To view the secondary Form: 1. Open a Blueprint in CSM Administrator. 2. Select a Configuration Item Business Object, then click Edit Form. 3. In the Form drop-down, select CAM - ed Fields. The secondary Form appears in the Form Editor. Viewing ed Data for Configuration Items You can view the imported data for a Configuration Item from the Form Arrangement in the Configuration Item record. The imported data is live so that changes to the data are reflected immediately in CSM. ed data may include: Authorized Software Installed Services Discovered Software Installed Drives Discovered Drives CAM Services Virtual Guests 11

12 V2.0 Optionally Assigning Configuration Items to Customers After importing your CAM data into CSM and running the associated One-Step Actions, the status for each imported Configuration Item record becomes In Stock, and it is not assigned to a Customer. You may choose to assign the Configuration Item record to a Customer, or you can use an imported Field to display the last user for a Configuration Item record directly on the Business Object Form. Replacing License Fields in the Config - Software License Business Object Form On an out-of-the-box (OOTB) system, the Config - Software License Business Object displays Fields for Total Licenses and Licenses in Use. Equivalent Fields are imported with the mapp Solution and are accessible from the CAM - ed Fields Form for the Business Object. The equivalent Fields are Licenses Purchased and Total Installs. You can replace the OOTB Fields with the imported Fields, or you can use the imported Fields as comparison data points. 12