Most CMDB’s have not delivered any real value. Although we have collected and stored lots of data, the CMDB has been a solution in search of a problem. No longer. As IT moves from technical activities to customer centric IT services, the CMBD plays a critical, strategic role.
As we build and deliver IT services to our customers (employees), IT Service Owners will be very visible – and intently focused on delivering high quality outcomes, on time, with service availability and cost as advertised. Without effective configuration management, this cannot be done.
Please join us as we explore the new strategic role of the CMDB, and how processes, people, costs & technologies converge into services – with the CMDB aligning, connecting and managing the configuration items to make this all possible.
We will also demo our always evolving view of a very advanced, self-service catalog & portal, with a focus on the service owner & the role of the CMDB.
Full webinar recording available at:
http://content.evergreensys.com/cmdb-webinar-it-services-strategic-role
A Configuration Management Database (CMDB) is a central repository that contains information about all the components of an IT system. It allows an IT manager like Nitesh to have visibility into what servers exist, what applications they host, and how they relate to each other. The document discusses planning a CMDB by starting small and identifying existing sources of component information. It emphasizes following ITIL best practices for implementation, including selecting components to track, defining change control processes, and verifying the accuracy of records. Maintaining a CMDB provides business value by supporting services and users.
CMDB Presentation from keynote at ITSMF Pittsburgh Local Interest Group.
Topic: CMDB as a Corporate Asset
Presenter: Abbas Haider Ali, VP Product Strategy at Managed Objects
Agenda:
* CMDB 101 - What is it, What ins't it, and Why should you care about having one?
* Selecting what goes with your CMDB asset management, performance management, discovery data, IT management
* Monolithic vs. Disctributed CMDBs - One to rule them all?
* Practical guide to implementing a CMDB (customer case studies)
* Use cases and ROI realized
* Whiteboard / Discussion with audience suggestions on CMDB topics
The document discusses the importance of a Configuration Management Database (CMDB) for managing IT infrastructure and services, noting that a CMDB provides a single system of record that supports IT operations, service, asset and configuration management. It describes how ServiceNow's CMDB integrates these capabilities and provides real-time data to drive automation. Examples of how a CMDB supports use cases like impact analysis, asset management, compliance and cloud management are also provided.
This document discusses considerations for populating a CMDB from automated discovery data. It covers data enrichment from both user-managed and electronically discovered sources. Normalization and reconciliation processes are explained to standardize data from various tools. Performance tuning tips are provided, such as indexing databases and reducing network latency during synchronization. The benefits of fully integrating discovery data into the CMDB are described as enhanced usability and ability to relate ITSM requests to configuration items.
This document discusses seven common use cases for implementing a Configuration Management Database (CMDB). The use cases are: impact analysis, root cause identification, change governance, auditing and compliance, resource optimization, services mapping, and services performance planning. Implementing a CMDB can help an IT organization better support the business by understanding how IT resources relate to business services and using this information to improve areas like change management, problem resolution, resource usage, and service delivery.
This document provides an overview of the key building blocks for designing a Configuration Management Database (CMDB) blueprint. It discusses the need to define the scope, span, and methods for the CMDB model, including identifying configuration item types and attributes, relationships between items, and strategies for populating the database. It also provides examples of configuration item categories and types that could be included in the CMDB, as well as an overview of the components of an operational IT landscape that the CMDB would help manage.
A Practical Guide to CMDB Deployment in a Tivoli EnvironmentAntonio Rolle
This presentation focuses on the significance of the CMDB to your organization and offers practical guidelines for successful population of the CMDB utilizing the Tivoli Netcool suite of products. Specific products discussed include Precision for IP Networks, Tivoli Application Dependency Discovery Manager (TADDM), Tivoli Business Service Manager (TBSM) and Maximo.
A Configuration Management Database (CMDB) is a central repository that contains information about all the components of an IT system. It allows an IT manager like Nitesh to have visibility into what servers exist, what applications they host, and how they relate to each other. The document discusses planning a CMDB by starting small and identifying existing sources of component information. It emphasizes following ITIL best practices for implementation, including selecting components to track, defining change control processes, and verifying the accuracy of records. Maintaining a CMDB provides business value by supporting services and users.
CMDB Presentation from keynote at ITSMF Pittsburgh Local Interest Group.
Topic: CMDB as a Corporate Asset
Presenter: Abbas Haider Ali, VP Product Strategy at Managed Objects
Agenda:
* CMDB 101 - What is it, What ins't it, and Why should you care about having one?
* Selecting what goes with your CMDB asset management, performance management, discovery data, IT management
* Monolithic vs. Disctributed CMDBs - One to rule them all?
* Practical guide to implementing a CMDB (customer case studies)
* Use cases and ROI realized
* Whiteboard / Discussion with audience suggestions on CMDB topics
The document discusses the importance of a Configuration Management Database (CMDB) for managing IT infrastructure and services, noting that a CMDB provides a single system of record that supports IT operations, service, asset and configuration management. It describes how ServiceNow's CMDB integrates these capabilities and provides real-time data to drive automation. Examples of how a CMDB supports use cases like impact analysis, asset management, compliance and cloud management are also provided.
This document discusses considerations for populating a CMDB from automated discovery data. It covers data enrichment from both user-managed and electronically discovered sources. Normalization and reconciliation processes are explained to standardize data from various tools. Performance tuning tips are provided, such as indexing databases and reducing network latency during synchronization. The benefits of fully integrating discovery data into the CMDB are described as enhanced usability and ability to relate ITSM requests to configuration items.
This document discusses seven common use cases for implementing a Configuration Management Database (CMDB). The use cases are: impact analysis, root cause identification, change governance, auditing and compliance, resource optimization, services mapping, and services performance planning. Implementing a CMDB can help an IT organization better support the business by understanding how IT resources relate to business services and using this information to improve areas like change management, problem resolution, resource usage, and service delivery.
This document provides an overview of the key building blocks for designing a Configuration Management Database (CMDB) blueprint. It discusses the need to define the scope, span, and methods for the CMDB model, including identifying configuration item types and attributes, relationships between items, and strategies for populating the database. It also provides examples of configuration item categories and types that could be included in the CMDB, as well as an overview of the components of an operational IT landscape that the CMDB would help manage.
A Practical Guide to CMDB Deployment in a Tivoli EnvironmentAntonio Rolle
This presentation focuses on the significance of the CMDB to your organization and offers practical guidelines for successful population of the CMDB utilizing the Tivoli Netcool suite of products. Specific products discussed include Precision for IP Networks, Tivoli Application Dependency Discovery Manager (TADDM), Tivoli Business Service Manager (TBSM) and Maximo.
This document discusses configuration management maturity levels from 0 to 4. Level 0 focuses on basic asset management tracking changes and ownership. Level 0.5 adds some service management. Level 1 introduces separate configuration management databases for different IT domains. Level 2 centralizes all configuration item data in one repository. Level 3 adds modeling, policies, and configuration item control. Level 4 integrates service, asset, and configuration management using the consumer, owner, provider model and reuses configuration management data across processes.
The document discusses the importance of a Configuration Management Database (CMDB) according to ITIL best practices. A CMDB is a central database that contains details of all configuration items (CIs) in an IT infrastructure and the relationships between them. It provides a single source of accurate information about the configuration of an organization's IT assets and services. This allows for effective incident management, problem management, change management, and other IT processes. Maintaining accurate relationships between CIs in a CMDB provides benefits like control, integration, and improved decision-making across an organization's IT operations.
Effectively Planning for an Enterprise-Scale CMDB ImplementationAntonio Rolle
Provies a review of why a CMDB is essential to and is the foundation of your BSM strategy. I also outline the known challenges that require planning at the outset of a CMDB initiative. Includes a case study which details the approach and lessons learned in the initial stages of a CMDB rollout for one of the largest financial institutions in North America
1) The document discusses the differences between a CMDB and a CMS, noting that a CMDB is a misnomer and organizations should migrate to a configuration management system (CMS) as described in ITILv3.
2) A CMS contains multiple "CMDBs" or management data repositories (MDRs) that are linked through federation to provide an accurate view of IT services, infrastructure, and configurations.
3) Achieving an accurate unified CMDB is difficult, but a federated CMS that leverages discovery tools and change management can provide pockets of accurate data across different MDRs to support IT decisions better than ambiguous unified data.
The document discusses IT service management (ITSM). It defines ITSM as a process-based approach to aligning IT services with organizational needs. ITSM is performed through people, processes, products, and partners. The document outlines some key benefits of ITSM, such as improved quality and productivity. It also discusses various ITSM frameworks and criteria for successful ITSM implementation, noting the importance of change management and business alignment.
ServiceNow Configuration Management Database Jade Global
The ServiceNow CMDB provides a consolidated system of record for IT. The CMDB can be made service-oriented by establishing Logical CIs (Business Services, Components, etc.) to serve as a layer of abstraction underpinning the ITSM processes.
ITIL implementation and Service Management Best Practices – useful informatio...SriramITISConsultant
Service Management is a practice hugely famous Business process framework. ITIL is one of the famous service management framework.
I've created a presentation for all, who are interested in knowing the basics of Service Management best practice or Implementation of ITIL in organization.
To know more, Please go through the Presentation.
Hope this presentation helps everyone in understanding basic implementation knowledge.
The Essential Guide for Automating CMDB population and maintenanceStefan Bergstein
The document discusses HP's Active CMDB strategy and roadmap. It describes key functionality like automated CMDB population and maintenance through rule-based reconciliation and federation across multiple data sources. The Active CMDB provides a consistent, unified view of IT through standards-based web services and integration with various discovery sources and management processes. A demo shows reconciliation in action by logging discovered changes, applying rules to update the CMDB or create incidents.
The document discusses key concepts in IT service management (ITSM) and ITIL. It covers the core ITSM components including service strategy, service design, service transition, service operation, and continual service improvement. Some key processes explained in ITIL include change management, problem management, and incident management. The benefits of adopting ITSM best practices like ITIL are also highlighted.
Service management
ITIL and the Service value system
ITIL Guiding principles
ITIL Service value chain
ITIL Four dimensions
ITIL Practices
ITIL Continual improvement
ITIL Certification scheme
What’s in it for me?
The document summarizes IT service management at Hanover Technology Group. It discusses what service management is and the benefits it provides to HTG and its business partners. These benefits include increased customer satisfaction, financial savings, and improved decision making. The document also outlines HTG's 2011 goals and objectives for its service management initiative, which include implementing ITIL processes and the Service-Now automation platform to transform HTG's operations and deliver more business value. Training offerings are mentioned to educate staff on these new services and processes.
Itil & Process Concepts Awareness Tadawul 5 Of March 2007Abdulaziz AlFaify
1. The document provides an introduction to ITIL (Information Technology Infrastructure Library) framework and IT processes, focusing on key concepts such as processes, service management, and ITIL certifications.
2. It explains important ITIL processes like incident management, problem management, change management, and release management. The goal of these processes is to improve service quality and reduce costs.
3. Implementing ITIL involves understanding processes, aligning people and roles, and using technology to support efficient service delivery and management. ITIL adoption brings benefits like improved services, reduced costs, and better alignment of IT with business needs.
It Service Management Implementation OverviewAlan McSweeney
This document describes an IT service management framework and implementation. It discusses ITIL/ITSM and the service management processes including incident and service request management. It provides an overview of the incident and service request management process including its principles, relationships between processes, and detailed processes. The document emphasizes that implementing service management requires understanding why it's being done, what resources are needed, and should be done in phases.
This white paper discusses how ITIL 4 and the IT4IT standard can be combined to manage the new digital reality. ITIL 4 focuses on practices, culture, and behavior while IT4IT focuses on information flows and automating IT activities. Both aim to holistically manage IT service and product lifecycles. The paper outlines the key components of ITIL 4 and IT4IT and how their synergies allow for a more streamlined and automated delivery model leveraging Agile and DevOps.
The document provides an agenda for an ITIL4 and ServiceNow overview presentation. It includes introductions of the presenter, Mario Vivas. It then provides overviews of ITIL4, focusing on its practices and dimensions of service management. It discusses the ServiceNow platform and its key product lines and applications for incident management, problem management, change management, service catalog, knowledge management and demonstrations. The presentation aims to highlight ITIL4 guiding principles and how ServiceNow supports various ITSM processes and practices through its applications and integrations.
The document discusses key considerations for implementing an IT service management (ITSM) tool set. It covers determining requirements and processes before selecting a tool, ensuring management commitment and dedicating resources, focusing initially on high priority processes like the service desk, developing effective communication plans, addressing technology and data integration needs, and providing customized training before going live.
The CMDB is the ServiceNow database that stores information about all technical services. Within the CMDB Discovery, the support information for each service offering is stored in a Configuration Item (CI) specific to that service. It enables IT teams, to better manage their infrastructure especially in the areas of business service impact analysis, asset management, and compliance. Learn how our ServiceNow experts use CMDB’s Core capabilities to assist businesses and organizations in monitoring and detecting health issues
Portal GSTI
-----------------------------------------------------
Participe dos treinamentos de preparação para a certificação ITIL e COBIT via EAD. Solicite agora mesmo o material gratuito de amostra dos cursos e inicie seus estudos. fernando.palma@gmail.com
-----------------------------------------------------
http://www.portalgsti.com.br/Publicidade Portal GSTI
-----------------------------------------------------
Participe dos treinamentos de preparação para a certificação ITIL e COBIT via EAD. Solicite agora mesmo o material gratuito de amostra dos cursos e inicie seus estudos. fernando.palma@gmail.com
-----------------------------------------------------
http://www.portalgsti.com.br/Publicidade Portal GSTI
-----------------------------------------------------
Participe dos treinamentos de preparação para a certificação ITIL e COBIT via EAD. Solicite agora mesmo o material gratuito de amostra dos cursos e inicie seus estudos. fernando.palma@gmail.com
-----------------------------------------------------
http://www.portalgsti.com.br/
Historically, IT operations management (ITOM) teams have been focused on system health and up-time, while separately, IT service management (ITSM) teams manage and remediate end-user issues. The silos between these two functions have spurned challenges that can be overcome with improved integration, collaboration, and transparency across practices. ITSM and ITOM teams are working toward the same goals of up-time, accessibility and improved customer experience. So why can’t they integrate better for delivering on these objectives?
In this presentation, we explore:
The cause and business impact of silo'ed ITSM and ITOM practices
The benefits of improving integration, collaboration, and transparency across practices
Ways for you to exploit the inefficiencies and key metrics you can present the business in advocating for a better solution
And, we’ll introduce the solution of platform thinking, where silos are broken down between IT practices, and technology is operated and managed as a unified front with an open framework of adaptability.
Learn how to present a better solution for improving IT efficiencies, delivering improved customer experience, and enabling innovation throughout your organization, by bringing ITSM and ITOM practices together.
ITOM Platform features to look for if ITSM integration is important to your organization:
SERVICE HEALTH MANAGEMENT: Unified discovery and intelligence, Live asset Inventory, Unified service performance, Visual workflows in service maps
AIOPS MACHINE LEARNING: Intelligent event correlation, Noise suppression, Situational awareness, Incident Response
INTEGRATED TICKETING REQUESTS: Automated Escalations, Comprehensive Incident Collaboration
POLICY AUTOMATION SCRIPTS: Out of the box scripts, Customize scripts
SERVICE REMEDIATION: Enforce Process Governance, Automated Remediation Policies, Secure Infrastructure Access
Learn more at https://www.opsramp.com
Also, follow us on social media channels to learn about product highlights, news, announcements, events, conferences and more:
Twitter - https://www.twitter.com/OpsRamp
LinkedIn - https://www.linkedin.com/company/opsramp
Facebook - https://www.facebook.com/OpsRampHQ/
The document describes an upcoming seminar on ITIL Foundation Certification. It will provide an overview of IT Service Management and ITIL, including the key concepts and areas of ITIL. Attendees will learn about the ITIL service lifecycle and why organizations implement ITIL. The seminar will also help prepare attendees for the ITIL Foundation Certification exam.
Asset Management vs. Configuration Management: Who's Winning?Cireson
Join us to learn more about best practices in the battle of Asset vs Configuration!
AGENDA:
• In the age of BYOD and the Internet of Everything, is your focus on assets or the configuration that delivers value? Discover how these two forces complement each other.
• Gain in-depth knowledge of how your IT configuration assures maximum infrastructure availability and efficiency.
• Learn why detailed knowledge of your assets, whether owned or leased, onsite or elsewhere, is critical to the effective delivery of your IT-driven business capability, and how doing it wrong could be costing you money and impacting your delivery.
• Understand how effective Asset Management will not only help you reduce the cost of service delivery, it can assist you with compliance in an age where data integrity is critical.
Insanity has been famously defined as "doing the same thing over and over, and expecting different results". So what is it aout your CMDB that is making you crazy: is it the results, or is it the doing? How close are you to a drawing board?
This document discusses configuration management maturity levels from 0 to 4. Level 0 focuses on basic asset management tracking changes and ownership. Level 0.5 adds some service management. Level 1 introduces separate configuration management databases for different IT domains. Level 2 centralizes all configuration item data in one repository. Level 3 adds modeling, policies, and configuration item control. Level 4 integrates service, asset, and configuration management using the consumer, owner, provider model and reuses configuration management data across processes.
The document discusses the importance of a Configuration Management Database (CMDB) according to ITIL best practices. A CMDB is a central database that contains details of all configuration items (CIs) in an IT infrastructure and the relationships between them. It provides a single source of accurate information about the configuration of an organization's IT assets and services. This allows for effective incident management, problem management, change management, and other IT processes. Maintaining accurate relationships between CIs in a CMDB provides benefits like control, integration, and improved decision-making across an organization's IT operations.
Effectively Planning for an Enterprise-Scale CMDB ImplementationAntonio Rolle
Provies a review of why a CMDB is essential to and is the foundation of your BSM strategy. I also outline the known challenges that require planning at the outset of a CMDB initiative. Includes a case study which details the approach and lessons learned in the initial stages of a CMDB rollout for one of the largest financial institutions in North America
1) The document discusses the differences between a CMDB and a CMS, noting that a CMDB is a misnomer and organizations should migrate to a configuration management system (CMS) as described in ITILv3.
2) A CMS contains multiple "CMDBs" or management data repositories (MDRs) that are linked through federation to provide an accurate view of IT services, infrastructure, and configurations.
3) Achieving an accurate unified CMDB is difficult, but a federated CMS that leverages discovery tools and change management can provide pockets of accurate data across different MDRs to support IT decisions better than ambiguous unified data.
The document discusses IT service management (ITSM). It defines ITSM as a process-based approach to aligning IT services with organizational needs. ITSM is performed through people, processes, products, and partners. The document outlines some key benefits of ITSM, such as improved quality and productivity. It also discusses various ITSM frameworks and criteria for successful ITSM implementation, noting the importance of change management and business alignment.
ServiceNow Configuration Management Database Jade Global
The ServiceNow CMDB provides a consolidated system of record for IT. The CMDB can be made service-oriented by establishing Logical CIs (Business Services, Components, etc.) to serve as a layer of abstraction underpinning the ITSM processes.
ITIL implementation and Service Management Best Practices – useful informatio...SriramITISConsultant
Service Management is a practice hugely famous Business process framework. ITIL is one of the famous service management framework.
I've created a presentation for all, who are interested in knowing the basics of Service Management best practice or Implementation of ITIL in organization.
To know more, Please go through the Presentation.
Hope this presentation helps everyone in understanding basic implementation knowledge.
The Essential Guide for Automating CMDB population and maintenanceStefan Bergstein
The document discusses HP's Active CMDB strategy and roadmap. It describes key functionality like automated CMDB population and maintenance through rule-based reconciliation and federation across multiple data sources. The Active CMDB provides a consistent, unified view of IT through standards-based web services and integration with various discovery sources and management processes. A demo shows reconciliation in action by logging discovered changes, applying rules to update the CMDB or create incidents.
The document discusses key concepts in IT service management (ITSM) and ITIL. It covers the core ITSM components including service strategy, service design, service transition, service operation, and continual service improvement. Some key processes explained in ITIL include change management, problem management, and incident management. The benefits of adopting ITSM best practices like ITIL are also highlighted.
Service management
ITIL and the Service value system
ITIL Guiding principles
ITIL Service value chain
ITIL Four dimensions
ITIL Practices
ITIL Continual improvement
ITIL Certification scheme
What’s in it for me?
The document summarizes IT service management at Hanover Technology Group. It discusses what service management is and the benefits it provides to HTG and its business partners. These benefits include increased customer satisfaction, financial savings, and improved decision making. The document also outlines HTG's 2011 goals and objectives for its service management initiative, which include implementing ITIL processes and the Service-Now automation platform to transform HTG's operations and deliver more business value. Training offerings are mentioned to educate staff on these new services and processes.
Itil & Process Concepts Awareness Tadawul 5 Of March 2007Abdulaziz AlFaify
1. The document provides an introduction to ITIL (Information Technology Infrastructure Library) framework and IT processes, focusing on key concepts such as processes, service management, and ITIL certifications.
2. It explains important ITIL processes like incident management, problem management, change management, and release management. The goal of these processes is to improve service quality and reduce costs.
3. Implementing ITIL involves understanding processes, aligning people and roles, and using technology to support efficient service delivery and management. ITIL adoption brings benefits like improved services, reduced costs, and better alignment of IT with business needs.
It Service Management Implementation OverviewAlan McSweeney
This document describes an IT service management framework and implementation. It discusses ITIL/ITSM and the service management processes including incident and service request management. It provides an overview of the incident and service request management process including its principles, relationships between processes, and detailed processes. The document emphasizes that implementing service management requires understanding why it's being done, what resources are needed, and should be done in phases.
This white paper discusses how ITIL 4 and the IT4IT standard can be combined to manage the new digital reality. ITIL 4 focuses on practices, culture, and behavior while IT4IT focuses on information flows and automating IT activities. Both aim to holistically manage IT service and product lifecycles. The paper outlines the key components of ITIL 4 and IT4IT and how their synergies allow for a more streamlined and automated delivery model leveraging Agile and DevOps.
The document provides an agenda for an ITIL4 and ServiceNow overview presentation. It includes introductions of the presenter, Mario Vivas. It then provides overviews of ITIL4, focusing on its practices and dimensions of service management. It discusses the ServiceNow platform and its key product lines and applications for incident management, problem management, change management, service catalog, knowledge management and demonstrations. The presentation aims to highlight ITIL4 guiding principles and how ServiceNow supports various ITSM processes and practices through its applications and integrations.
The document discusses key considerations for implementing an IT service management (ITSM) tool set. It covers determining requirements and processes before selecting a tool, ensuring management commitment and dedicating resources, focusing initially on high priority processes like the service desk, developing effective communication plans, addressing technology and data integration needs, and providing customized training before going live.
The CMDB is the ServiceNow database that stores information about all technical services. Within the CMDB Discovery, the support information for each service offering is stored in a Configuration Item (CI) specific to that service. It enables IT teams, to better manage their infrastructure especially in the areas of business service impact analysis, asset management, and compliance. Learn how our ServiceNow experts use CMDB’s Core capabilities to assist businesses and organizations in monitoring and detecting health issues
Portal GSTI
-----------------------------------------------------
Participe dos treinamentos de preparação para a certificação ITIL e COBIT via EAD. Solicite agora mesmo o material gratuito de amostra dos cursos e inicie seus estudos. fernando.palma@gmail.com
-----------------------------------------------------
http://www.portalgsti.com.br/Publicidade Portal GSTI
-----------------------------------------------------
Participe dos treinamentos de preparação para a certificação ITIL e COBIT via EAD. Solicite agora mesmo o material gratuito de amostra dos cursos e inicie seus estudos. fernando.palma@gmail.com
-----------------------------------------------------
http://www.portalgsti.com.br/Publicidade Portal GSTI
-----------------------------------------------------
Participe dos treinamentos de preparação para a certificação ITIL e COBIT via EAD. Solicite agora mesmo o material gratuito de amostra dos cursos e inicie seus estudos. fernando.palma@gmail.com
-----------------------------------------------------
http://www.portalgsti.com.br/
Historically, IT operations management (ITOM) teams have been focused on system health and up-time, while separately, IT service management (ITSM) teams manage and remediate end-user issues. The silos between these two functions have spurned challenges that can be overcome with improved integration, collaboration, and transparency across practices. ITSM and ITOM teams are working toward the same goals of up-time, accessibility and improved customer experience. So why can’t they integrate better for delivering on these objectives?
In this presentation, we explore:
The cause and business impact of silo'ed ITSM and ITOM practices
The benefits of improving integration, collaboration, and transparency across practices
Ways for you to exploit the inefficiencies and key metrics you can present the business in advocating for a better solution
And, we’ll introduce the solution of platform thinking, where silos are broken down between IT practices, and technology is operated and managed as a unified front with an open framework of adaptability.
Learn how to present a better solution for improving IT efficiencies, delivering improved customer experience, and enabling innovation throughout your organization, by bringing ITSM and ITOM practices together.
ITOM Platform features to look for if ITSM integration is important to your organization:
SERVICE HEALTH MANAGEMENT: Unified discovery and intelligence, Live asset Inventory, Unified service performance, Visual workflows in service maps
AIOPS MACHINE LEARNING: Intelligent event correlation, Noise suppression, Situational awareness, Incident Response
INTEGRATED TICKETING REQUESTS: Automated Escalations, Comprehensive Incident Collaboration
POLICY AUTOMATION SCRIPTS: Out of the box scripts, Customize scripts
SERVICE REMEDIATION: Enforce Process Governance, Automated Remediation Policies, Secure Infrastructure Access
Learn more at https://www.opsramp.com
Also, follow us on social media channels to learn about product highlights, news, announcements, events, conferences and more:
Twitter - https://www.twitter.com/OpsRamp
LinkedIn - https://www.linkedin.com/company/opsramp
Facebook - https://www.facebook.com/OpsRampHQ/
The document describes an upcoming seminar on ITIL Foundation Certification. It will provide an overview of IT Service Management and ITIL, including the key concepts and areas of ITIL. Attendees will learn about the ITIL service lifecycle and why organizations implement ITIL. The seminar will also help prepare attendees for the ITIL Foundation Certification exam.
Asset Management vs. Configuration Management: Who's Winning?Cireson
Join us to learn more about best practices in the battle of Asset vs Configuration!
AGENDA:
• In the age of BYOD and the Internet of Everything, is your focus on assets or the configuration that delivers value? Discover how these two forces complement each other.
• Gain in-depth knowledge of how your IT configuration assures maximum infrastructure availability and efficiency.
• Learn why detailed knowledge of your assets, whether owned or leased, onsite or elsewhere, is critical to the effective delivery of your IT-driven business capability, and how doing it wrong could be costing you money and impacting your delivery.
• Understand how effective Asset Management will not only help you reduce the cost of service delivery, it can assist you with compliance in an age where data integrity is critical.
Insanity has been famously defined as "doing the same thing over and over, and expecting different results". So what is it aout your CMDB that is making you crazy: is it the results, or is it the doing? How close are you to a drawing board?
On May 22nd, C/D/H presented its Best of the Microsoft Management Summit 2012. Attendees learned all things MMS, like:
• MMS basics, including who, what, where, and why
• The evolution of the datacenter
• Private vs. public cloud
• All things System Center, including deep dives and demos on SCCM, SCOM, SCDPM, and SCSM
• New licensing details
• New Microsoft certifications
View C/D/H’s Best of MMS slide deck for all the conference highlights and big news about System Center 2012, and what it means for you.
And for more information on this or other topics, visit our blog at www.cdhtalkstech.com.
Asset Management: Extending Configuration Manager with CiresonCireson
The document discusses how Cireson solutions can extend the asset management capabilities of Microsoft System Center Configuration Manager. It begins with an overview of Configuration Manager's basic asset management features, such as hardware and software inventory. It then outlines limitations of Configuration Manager including lack of financial data and true license management capabilities. The presentation demonstrates how Cireson's asset management solution, built on Service Manager, can provide a comprehensive asset management system when integrated with Configuration Manager to address its limitations.
This document discusses how a company implemented a CMDB (configuration management database) to automate their IT infrastructure using DevOps principles. The CMDB stores information on all their IT assets including servers, VMs, network devices, users and projects. It is fully automated with no manual maintenance needed. The CMDB integration has provided benefits like standardizing quality controls, finding underused resources to save costs, and delivering knowledge to users. It allows them to provision infrastructure through scripts like Ansible. An example is provided of how the CMDB was used to migrate 120 servers between data centers. The conclusions emphasize that a DevOps CMDB should integrate within the organization, information is only useful if you can do something with it, and political support
The document discusses Yale University's efforts to implement IT service management best practices and maturity. It outlines Yale's timeline which began in 2011 with establishing vision and planning, defining processes, partnering with Fruition Partners for workshops and roadmapping, and focusing on areas for improvement. By 2012 Yale established a service management organization, implemented ServiceNow, and began continuous service improvement efforts and quarterly business reviews. The goal was to stabilize, mature and continuously improve IT service delivery through an ITIL-based approach.
CDH is a professional services firm that specializes in identity and access management. They offer Novell SecureLogin, which provides single sign-on capabilities and helps address issues around password proliferation. It captures credentials once and securely passes them to applications, eliminating the need for users to remember multiple passwords. Novell SecureLogin integrates with directory services like Active Directory and eDirectory, and supports a wide range of applications. It can improve security, productivity and reduce helpdesk costs for organizations.
How to Scope Your Enterprise CMDB Project Successfully: Big Vision, Baby Stepsdigitallibrary
Setting realistic expectations, managing project scope, and delivering timely value are challenges that cause over 50% of CMDB projects to fail. Understanding the detailed requirements for your CMDB project, which set scope and drive the project timeline, is the cornerstone of successful implementation. Learn about techniques used by some of the largest companies in the world to overcome "analysis paralysis" and move forward with their CMDB initiatives. Find out first-hand how to create a requirements document that will correctly scope, set priorities, and make your CMDB project actionable.
IT and Business Alignment - Mapping the Physical, Virtual and Business WorldsNovell
This document discusses Novell's Business Service Management (BSM) and Configuration Management Database (CMDB) solutions. BSM allows IT to provide a service-oriented view of the IT infrastructure aligned to business needs, measuring real-time operations and control. The CMDB integrates with BSM for end-to-end management through automated reconciliation of configuration items. Novell's solutions visualize services, integrate data through adapters, and demonstrate capabilities like dashboard reporting and database integration.
SAM за 7 шагов. Рецепт для небольших компанийValery Bychkov
21 июня в сообществе Смартсорсинг прошел вебинар «SAM за 7 шагов. Рецепт для небольших компаний» на котором Дмитрий Исайченко (Cleverics), рассказал о том, как организовать процесс управления активами ПО в небольшой компании. Весь вебинар – рассказ о том, как в компании Cleverics решали задачи учёта ПО, инвентаризации, управления лицензионными соглашениями и т.д. Так что, никаких абстрактных теорий и рекомендаций – только практический опыт.
Building a Configuration Management Database from the Ground UpNovell
Come see an overview of a configuration management database (CMDB), how data is federated and how it is used in an organization. The session will provide a live demonstration and discussion of the Novell CMDB solution. It will also show you how to determine the best data sources and the best level of detail to bring into the CMDB. In addition, the session will cover the automations that the Novell solution brings in to correlate and reconcile data sources to build the CMDB and later to keep the CMDB synchronized and accurate with the data sources of record. Various visualization techniques will also be covered based upon the role of the user.
Pre-Con Ed: Make Better Sense out of the World of CMDB and Change ManagementCA Technologies
Configuration Management and Change Management are closely linked disciplines. Configuration Management involves discovering, maintaining definitions, and tracking changes to configuration items and services. Change Management provides a control structure for authorizing changes to IT infrastructure. The Configuration Audit and Control Facility bridges the two areas by allowing identification of configuration item attributes to update as part of a change order and verifying successful implementation of updates. This helps ensure the accuracy of the configuration management database is maintained.
Download White Paper : CMDB Implementations - A Tale of Two ExtremesServiceDesk Plus
One of the "quality problems" to have, as your business grows is the challenge of managing all your resources. As the number of your employees grows and your IT assets expand, it is difficult to ascertain exactly what and where all your assets are. It is important to get more visibility on what applications and services are running on each asset, how they interact, and the business impact if these resources are down, responding poorly or slowly, or jeopardized by security threats.
Download the white paper for free now !!!
http://www.manageengine.com/products/service-desk/cmdb-white-paper.html
This document summarizes a presentation on using information mining and configuration management databases (CMDBs) to identify architectural risks. It discusses using graph theory and network analysis concepts like centrality and density to analyze relationships between IT components in a CMDB. This can help identify areas of high change risk or issues for continuity. It provides examples of using these mathematical concepts on sample CMDB data to determine potential risks. Finally, it discusses tools like Pajek that can be used to visualize networks and perform calculations on CMDB data modeled as graphs.
Este documento presenta un curso sobre gestión de redes. Cubre temas como la planificación de la gestión de red, las funcionalidades de gestión como FCAPS, los modelos de gestión OSI e Internet, y los sistemas y plataformas de gestión. El objetivo del curso es describir el proceso de planificación de gestión de red y analizar los modelos y funcionalidades de gestión para ayudar a identificar los requisitos de gestión para una red específica.
Service Catalog, Service Portfolio, Service Taxonomy - Big 3 of Customer Cent...Evergreen Systems
IT Service Catalog, Service Portfolio and Service Taxonomy: Learn the important role of each, and how they work together to help you deliver great services your customers will love! Access webinar recording at: http://content.evergreensys.com/it-service-catalog-webinar-customer-centric-it-evergreen
Service Catalog Essentials: 5 Keys to Good Service Design in IT Service CatalogsEvergreen Systems
This document discusses keys to good service design in service catalogs. It outlines five keys: 1) Clear service ownership, 2) Focusing on user experience, 3) Determining what services to build based on factors like volume and complexity, 4) Designing modular reusable services, and 5) Balancing customer and provider needs in design. It then promotes Evergreen's employee self-service catalog and portal, which is powered by ServiceNow, and possible next steps like a private workshop or dictionary.
IT Service Catalog: Customer, Provider and Manager Views of a Service CatalogEvergreen Systems
Please join us for a 30,000 foot view of the customer, provider and manager’s views of the Service Catalog. We will combine high level content from over 20 webinars we presented this year as we consider 3 success keys and 3 critical challenges to overcome, from each perspective.
This content rich webinar is enhanced by our newest intellectual property, as we unveil our Evergreen's “Service Governance Design Principles” guide. Another tool from Evergreen’s consulting toolkit, it covers the roles, responsibilities, KPIs and makeup of a Service Governance capability & process. With it you can build a clear, direct governance process correctly, which you can rely upon to create and manage high quality, consistent services for your Service Catalog efforts.
As always, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
For full webinar recording including ServiceNow demo please visit http://content.evergreensys.com/webinar-it-service-catalog-customer-provider-manager-views-turkey
The Service Catalog is not a Request Portal. The terms are often used interchangeably due to lack of knowledge, which can cause confusion for IT and IT's customers.
Over the past year, Evergreen conducted dozens of one-day Service Catalog workshops around the U.S. Attended by more than 500 people, a recurring theme we noted was that many attendees thought they had a Service Catalog, when in fact they actually had a Request Portal.
IT needs to increase its focus on 3 important areas:
Delivering services customers want and need
Better alignment with the needs of the business
Cost transparency to give visibility to the cost of services
Learn more and access the webinar recording at:
http://www.evergreensys.com/it-webinars-whitepapers-evergreen-systems
#servicecatalog #itsm #servicenow #itservicecatalog
IT Service Catalogs are dangerous. It’s easy to create hundreds of services, fast – with little oversight – and it will kill your Service Catalog initiative. Your customer will see it as inconsistent, complex and confusing – and stop coming. It doesn’t have to be that way. Evergreen shares best practices on creating and using a consistent Service Design Process. It actually saves time, simplifies your work, and gives you consistent quality. And it will make your customers happy.
Visit our website for the recorded webinar where we also demonstrate these best practices in our beautiful and innovative, customer-centric Service Catalog built with ServiceNow.
http://content.evergreensys.com/it-service-catalog-webinar-service-design-process
The document discusses various topics related to IT service management including: current challenges for IT organizations and how their focus needs to change; key concepts of IT service management including the five core components of service strategy, service design, service transition, service operation, and continual service improvement; an explanation of ITIL including its history, core processes, and benefits; and recommendations for conclusions.
ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014Patricia NENZI
This document provides an overview of ITILv3 and its key concepts. ITIL is a framework for IT service management best practices that focuses on aligning IT services with business needs. Version 3 simplified the framework into 5 core publications and placed more emphasis on strategic guidance. The service lifecycle consists of 5 stages: service strategy, design, transition, operation, and continual service improvement. The goal is to design, transition, and operate services that meet business requirements and strategic objectives.
ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014Patricia NENZI
This document provides an overview of ITILv3 (Information Technology Infrastructure Library version 3). It discusses what ITIL is, the key differences between versions 1, 2, and 3. It then covers some of ITIL's key concepts like services, service levels, configuration management, and the service lifecycle. The service lifecycle consists of five stages: service strategy, service design, service transition, service operation, and continual service improvement. The document provides brief explanations of some of the processes within these stages, including service portfolio management, financial management, and capacity management.
IT Service Catalog: 5 Steps to Prepare Your Organization for Successful Servi...Evergreen Systems
Few Organizations have deep experience in planning for a successful Service Catalog project. Questions abound:
"What are the best practices? How will we measure success? What roles & responsibilities will we have? What are the customer & executive expectations...and how do we address them? What options do we have for getting started? Can we start simply and grow as we learn?"
Successful Service Catalog projects are dramatically different than many other IT projects. Please join Don Casson, CEO of Evergreen as he answers these questions and explains the 5 steps to prepare your team for success with your IT Service Catalog project.
Jeff Benedict, ITSM Practice Leader, will demo our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Webinar recording with demo available at http://content.evergreensys.com/it-service-catalog-project-steps-prepare-organization
Don Casson, CEO and Jeff Benedict, ITSM Practice Manager share best practices you can use to clearly define and communicate - who is the Customer and what are the Services? They also share how a service catalog taxonomy framework helps you organize and manage this as ONE team. You may download or playback the recording here: http://bit.ly/1BWnEkX #servicecatalog #servicenow #itsm
This document summarizes a presentation titled "Become an ITIL® Rock Star" given by Cathy A. Kirch and Kevin Pugh of Allstate Insurance Company. It provides biographies of the speakers and details of Allstate's IT environment and services. It then discusses Allstate's implementation of ITIL and use of a balanced scorecard approach to measure IT service management performance at the process, lifecycle, and program levels using metrics related to compliance, performance, quality, and value. The presentation concludes by emphasizing the importance of patience and audience analysis when implementing IT service management metrics.
The document provides an overview of ITIL (Information Technology Infrastructure Library) which is a framework for IT service management best practices. It describes the ten core ITIL processes which focus on service support and delivery. These processes include service desk, incident management, problem management, and change management. The document also discusses key ITIL concepts such as service design, service operation, continual service improvement, and roles within IT service management.
Short overview from design to proper cost allocation of IT services / products. / Kurzer Ueberblick in die Erstellung eines IT Service Katalogs bis zur verursachergerechten Fakturierung.
“How to Make ITIL Work To Your Benefit”
Learn how the St. Edward’s Professional Education’s ITIL training program can help your organization improve your IT service management using ITIL with traditional instructor-led training.
This document provides an overview of ITIL (Information Technology Infrastructure Library) which is a framework for IT service management best practices. It discusses that ITIL aims to align IT services with business needs, improve quality, and reduce costs. The key topics covered include the 10 core ITIL processes, the ITIL service lifecycle, the history and advantages of ITIL, and why organizations implement ITIL best practices.
This document provides an overview of the Service Transition stage of the ITIL framework. Service Transition focuses on moving new or changed services into live environments in a controlled and coordinated manner. Key processes covered include change management, knowledge management, service asset and configuration management, release and deployment management, and service validation and testing. The goals of Service Transition are to ensure services can be managed, operated and supported as specified after being deployed into production environments. Challenges include managing inputs from stakeholders, achieving process integration, and demonstrating benefits outweigh costs.
This document provides an overview of the Service Transition stage of the ITIL framework. Service Transition focuses on moving new or changed services into live environments in a controlled and coordinated manner. Key processes covered include change management, knowledge management, service asset and configuration management, release and deployment management, and service validation and testing. The goals of Service Transition are to ensure services can be managed, operated and supported as specified after being deployed into production environments. Challenges include managing inputs from stakeholders, achieving process integration, and demonstrating benefits outweigh costs.
Beverly Weed-Schertzer explains how ITIL, the most widely used IT service management framework, supports business objectives, enables changes, adds value to service risk management, and optimizes customer experience while being economical. Additionally, this explores the various trends in the domain and serves as a one-stop guide for all aspiring professionals looking to build a career in this discipline.
The document provides an overview of ITIL (Information Technology Infrastructure Library) v3. It discusses key concepts in ITIL like service management, service lifecycles, and certifications. The service lifecycle in ITIL v3 includes service strategy, service design, service transition, service operation, and continual service improvement.
This presentation is about -
History of ITIL,
ITIL Qualification scheme,
Introduction to ITIL,
For more details visit -
http://vibranttechnologies.co.in/itil-classes-in-mumbai.html
Ähnlich wie CMDB - Strategic Role in IT Services - Configuration Management Moves Front and Center! (20)
While successful IT self-service is critical today, most organizations have taken a fragmented, reactive approach - and are not happy with their results. Is this the case for you? If so, please join us for some fresh thinking in IT self-service. And deliver IT self-service your employees will love!
We will look at where the highest value is, what kinds of activities are a good fit, how to get customers using it, and how to create a coordinated program approach that really works – sharing success tips and pitfalls to avoid along the way.
Full webinar recording with ServiceNow demo available at:
http://content.evergreensys.com/webinar-it-self-service-slides
Leveraging IT Service Catalog to Transform Services Delivery - Argonne Nation...Evergreen Systems
IT Service Catalog project with ServiceNow. For full webinar recording visit http://content.evergreensys.com/service-catalog-webinar-services-delivery-argonne
Use a Service Taxonomy to Organize and Manage Your IT Services ! What services do we offer? How do we organize them? How can we make them "customer centric?” What is a good starting point?
Successful IT Service Catalogs have well organized services. The Services Taxonomy, or framework is the key to organizing and understanding your services well.
Please join us to learn how to build a good service taxonomy in 4 logical steps, as well as 3 key mistakes to avoid.
In addition to a demo of our prebuilt service taxonomy, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Recording with demo available at http://content.evergreensys.com/service-taxonomy-webinar-slides-manage-it-services
Incident, Problem, Change, Knowledge…and Service Catalog? A Powerful Circle. Evergreen Systems
For years ITSM has been done the same old tired way – Incident, Problem, Change and a little Knowledge – because that’s what we know. But it does NOTHING for our CUSTOMER – their experience doesn’t change at all.
This is no longer good enough.
Tying Service Catalog with Incident, Problem, Change and Knowledge changes the answer to the question, “Why are we doing this?”
Please join us as we explore the powerful links between these five, how this changes the way we think and how this can powerfully (and positively) impact the value your IT organization delivers to your customer and your business. It’s time to demand more.
As always, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Recording with demo available at http://content.evergreensys.com/service-catalog-webinar-incident-problem-change-slides
.
IT Service Taxonomy Essentials: Separate IT and Business Services Catalogs?Evergreen Systems
IT Service Catalogs and portals are proliferating. How many Service Catalogs do you need? Should you have separate IT and business service catalogs? What do you do when a service combines parts of both? How do you not totally confuse your customers? Evergreen shares how to create and manage a federated Service Catalog approach – enabling both a consistent service face to your customers and giving your IT teams the latitude they need to execute effectively. We also briefly demonstrate our beautiful and innovative customer-centric Service Catalog (on ServiceNow) – with our service taxonomy framework built in! Recorded event with live demo available at http://content.evergreensys.com/it-service-catalog-webinar-separate-catalogs-slides
IT Service Catalog: Build a Service Taxonomy in 4 Easy StepsEvergreen Systems
IT Service Catalog - Service Taxonomy
What services do we offer? How do we organize them? How can we make them "customer-centric?" What is a good starting point?
Successful IT Service Catalogs have well-organized services. The services taxonomy, or framework is the key to organizing and managing your services effectively.
Please join us to learn how to build a good service taxonomy in 4 logical steps, as well as 3 key mistakes to avoid.
We will also briefly demonstrate our beautiful and innovative customer-centric IT Service Catalog (built on ServiceNow).
A large internet services provider who was experiencing rapid growth of their IT infrastructure had twin challenges. They needed to support IT without growing their IT staff, while also increasing the time spent on enhancing and improving services rather than “keep the lights on” activities. This is a condensed version of the analysis Evergreen Systems (www.evergreensys.com) performed to develop a roadmap and ROI to achieve their objectives.
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations
Digital Marketing with a Focus on Sustainabilitysssourabhsharma
Digital Marketing best practices including influencer marketing, content creators, and omnichannel marketing for Sustainable Brands at the Sustainable Cosmetics Summit 2024 in New York
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
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This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
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Profiles of Iconic Fashion Personalities.pdfTTop Threads
The fashion industry is dynamic and ever-changing, continuously sculpted by trailblazing visionaries who challenge norms and redefine beauty. This document delves into the profiles of some of the most iconic fashion personalities whose impact has left a lasting impression on the industry. From timeless designers to modern-day influencers, each individual has uniquely woven their thread into the rich fabric of fashion history, contributing to its ongoing evolution.
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In a world where the potential of youth innovation remains vastly untouched, there emerges a guiding light in the form of Norm Goldstein, the Founder and CEO of EduNetwork Partners. His dedication to this cause has earned him recognition as a Congressional Leadership Award recipient.
How MJ Global Leads the Packaging Industry.pdfMJ Global
MJ Global's success in staying ahead of the curve in the packaging industry is a testament to its dedication to innovation, sustainability, and customer-centricity. By embracing technological advancements, leading in eco-friendly solutions, collaborating with industry leaders, and adapting to evolving consumer preferences, MJ Global continues to set new standards in the packaging sector.
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How are Lilac French Bulldogs Beauty Charming the World and Capturing Hearts....Lacey Max
“After being the most listed dog breed in the United States for 31
years in a row, the Labrador Retriever has dropped to second place
in the American Kennel Club's annual survey of the country's most
popular canines. The French Bulldog is the new top dog in the
United States as of 2022. The stylish puppy has ascended the
rankings in rapid time despite having health concerns and limited
color choices.”
2. 2
Speaker Bios
DON CASSON, CEO,
EVERGREEN SYSTEMS
Don has led Evergreen
Systems since its founding in
1997. Over the years he has
spoken at conferences,
authored white papers and
been interviewed for
numerous industry
periodicals.
Contact:
dcasson@evergreensys.com
JEFF BENEDICT, ITSM PRACTICE
MANAGER, EVERGREEN
SYSTEMS
Jeff manages the ITSM practice
at Evergreen and has worked
with ITSM tools for 15+ years.
Jeff is an active contributor to
the Evergreen Blog and Twitter.
(twitter.com/JeffSBenedict)
Contact:
jeff.benedict@evergreensys.com
3. 3
Today’s Agenda
• About Evergreen
• CMDB’s Strategic Role in IT Services
• Evergreen’s Self-Service Catalog & Portal (built
on ServiceNow)
• Possible Next Steps / Q&A
4. • 80-person U.S. IT Consulting Firm
• Worked with hundreds of Mid-Market,
Fortune 1000 Companies and Public Sector
Organizations
• Full lifecycle firm with deep ITSM / ITIL
transformation experience
• One of Top 5 ServiceNow U.S. partners
• Primary Focus – “Customer-Centric IT
Service Management”
4
About Evergreen Systems
Sample ClientsQuick Facts
5. 5
Traditional ITSM – Where’s the Customer?
Incident
Change
Problem
Knowledge
Self Service Catalog &
Portal
Here I am!
6. 6
Start With the Customer – Change What You Do
Self Service Catalog
& Portal
Change
Problem
Knowledge
Incident
7. 7
Useful Grounding
Service Owner. A role which is accountable for the delivery of
a specific IT Service.
Configuration Item (CI). Any component that needs to be
managed in order to deliver an IT Service. CIs typically
include services, software, hardware, people and
documentation.
Configuration Management. The Process responsible for
maintaining information about Configuration Items (CIs)
required to deliver an IT Service.
CMDB. A database used to store Configuration Records
throughout their lifecycle. Each CMDB stores attributes and
relationships of CIs.
ITIL def…
8. Why Have CMDBs Not Delivered Value?
8
• A solution in search
of a problem
• Lack of best
practices
• Got lost in the
details
• No clear purpose
means no
consistency
9. Why Have CMDBs Not Delivered Value?
9
• Poor & contradictory data sources
• Big bang versus iterative approach
• Poor technology & moving target caused
by virtualization / cloud
10. What Is Different Now?
10
• CEO desire for
employee
“Amazon like”
experience
• Pressure of the
DevOps cycle
• Shared Services
opportunity for IT
11. What Is Different Now?
11
• IT’s role as Service Provider / Broker
vs. Technology Provider
• Emergence of services over
technical activities
• Emerging role of Service Owner
Request Outcome
12. Why Does This Make CMDB Essential?
12
• Supports modular, reusable services
• Enables end to end service delivery &
ownership
• Bill of IT in a customer-valuable way
• Makes variable Service Offerings possible
• Supports KPIs the customer cares about
• Provides true top to bottom service
visibility
13. 13
Supports Modular, Reusable Services
Build reusable service
modules
Combine them to
create new services
Manage each service
as a configuration
item (CI) to give you
accountability
A SERVICE
SILO
SILO
SILO
SILO
SILOSvc
Svc
Svc
Svc
Svc
14. Configuration Management Benefits
14
• Manage each service or sub-service as a
configuration item (CI)
• Drives service consistency, accuracy, efficiency,
agility, reuse
• Promotes customer alignment end to end
• Drives 80/20 thinking down into IT
• Enables manageability, measurability & change
• Improves ability to “think globally, act locally”
18. Supports KPIs the Customer Cares About
18
Customer
Service Owner
Service Provider
Service Provider
Service Provider
Service Provider
Service Provider
Service Provider
Great Customer experience
On time delivery
Available & fast when I need it
Measure Customer satisfaction
Consistently set & meet delivery
expectations
Service availability
Consistently set & meet delivery
expectations
Service availability
SLAs
OLAs
Continuous
Improvement
KPIs
19. Provides True Top to Bottom Service Visibility
19
Con-
sumer
SvcSvc
Svc
Svc
Svc
Svc
Con-
sumer
Svc
Application
Service CIs
Consumption
Mapped
Discovered
Infrastructure
Customer
20. Keys to Repurposing the CMDB
20
Pilot the Thinking…
• BAD CMDB
• Begin top down with a few key services
• Assign Service Owners
• Roll KPIs / SLAs up and down
• Create a pilot Service Owner’s “workspace” – for
real time service management
23. One-Day,
Private Service
Catalog Workshop
$3,950
Demo our “Metro
Style” Self Service
Catalog & Portal
yourself!
Possible Next Steps?
http://www.evergreensys.com
23
See how our graphical
Service Taxonomy
Designer works
If you are new to our webinar series, welcome. If you are a past attendee thanks for joining us again. Our goal is to share valuable information & insights you can use in your planning and activities right now. The topic we will explore today is, CMDB’s strategic role in IT Services. This is the first time in our series we have focused directly on the CMDB and its role. I think it is resonating with you as there are nearly 300 registered.
Here is our agenda-
After a very little bit about Evergreen, we will dive into our topic today.
Beyond that we will briefly demonstrate some of the concepts we will discuss in our always evolving view of a very advanced, self-service catalog & portal experience, built on ServiceNow.
Then we will answer some questions if you have any. At any time during the webinar you may submit a question using the Q&A function.
Evergreen is a US based consulting firm and we have worked with hundreds of mid market, Fortune 1000 companies and public sector organizations to improve their IT Service Management execution.
We are a full lifecycle firm, or in the words of one customer, “you have both process and technology in one company.”
We are one of the top 5 US ServiceNow partners and have over a decade of domain experience in each area of the ServiceNow portfolio, but we view all of this from a perspective of customer centric IT Service Mgmt.
At Evergreen we think Traditional ITSM thinking is just plain wrong, because it puts the customer – the people we are really doing this for – last! Hard to believe but true. In most cases it takes a couple of years to even think about the customer.
How can this possibly happen?
First – we have walls around our thinking we don’t even see. This is how its always been done – so we don’t think to challenge it.
Second – we don’t know how to put the customer first. What does the customer want? What are the best practices? How do we build it? So we put it in phase 3.
Third – we DO know traditional Incident – Change – Problem etc best practices REALLY well – so we do what we’re comfortable with.
Unfortunately, its wrong.
We need to start with the customer. The customer should get a BIG WIN in phase 1. Both the technology & best practices CAN support it.
Best of all, if we start with the customer, it will change what we do. Here are a few examples:
In Incident – rather than thinking about how to handle Incidents, we will focus instead on how to eliminate or prevent the customer from having to contact us in the first place. How can we automate or eliminate the top 5-10 causes of Incidents / Requests?
In Change Mgmt. – rather than always thinking about managing change – instead we will think about how to eliminate or streamline changes – to minimize impact & speed to react to customers needs.
Knowledge becomes Search & Learn – a place for powerful, social self enablement – rather than just a tired afterthought.
Start with the customer and it changes what you do!
Let’s get started! As we often do, covering a few ITIL definitions are useful for getting us all on the same page.
Four are relevant today – Service Owner, Configuration Item, Configuration Mgmt. and CMDB.
The Service Owner is the person who owns / is responsible for delivery of a specific service. Now you could say that’s easy – if I am the person who provisions the database, then that is my service and I control it, simple! But what if that is just one element of delivering a complete computing capability in support of a critical application? Who owns that compound service?
A Configuration Item or CI is a managed component. Its not just technology, it can be a process, documentation or even people. It is anything we want to track, account for and manage over time.
Configuration Mgmt is a process that maintains accurate information about “things” that are used to deliver IT services. The natural extension is that we need to know we can rely on those things to be ready and right, when we need to deliver an IT Service.
The CMDB is simply a place where we store this data over time, and how it relates to other data (Cis).
This question is like the popular cocktail party question in Silicon Valley in the early 90s – Why did Apple fail? That question got answered.
So why has the CMDB failed? The reasons are important if we don’t want to make the same mistakes again. The biggest reason by far is – it was a solution in search of a problem. As we often see in IT – we are really good at doing. We tackle big complex things and wrestle them to the ground in a large scale way. But we aren’t really good at asking why, or how will this be used? Does that make sense? and what is the least we can do rather than the most? Even though ITIL defined CMDB – there weren't really any best practices for how to SUCCEED with the CMDB – so we were on our own. The amount of detail we began to capture was massive and we got lost in it. Then – as we involved others in the effort – since we didn’t know why we were collecting the data – we lacked purpose we could share with others to help us all do the same thing.
It is also fair to say that there was plenty of devil in the detail. Data sources were all over the map – inconsistent, inaccurate, duplicative and contradictory. Our Big Bang approach to collecting and storing ALL the data didn’t help either. Last, I think it is fair to say that manually maintained CMDBs at any other than the highest, most simple levels are not sustainable and shift constantly in a virtualized / cloud future. Without really good application discovery technology, it’s just not viable.
The fact that we haven’t been successful with configuration mgmt. doesn’t mean it is getting less important. Just the opposite. CEOs are asking, maybe demanding an Amazon like employee experience of IT – which as you know is a beautiful, complete self SERVICE experience end to end. The DevOps ”revolution” is coming to all of us or our companies simply won’t be competitive. In 2014 Amazon made over 400 changes to the world’s largest data center. Twilio – a voice to digital SaaS provider with over 4 million transactions daily, makes 20-25 changes to production…every day. I would not want to compete with them.
Last – an opportunity! IT is being asked by the CEO / COO to include the shared services parts of the organization in the Amazon like experience – this is a chance for IT to raise it’s visibility and value across the enterprise, and CIOs want to take advantage of it.
Here are a few more. Innovative IT organizations are truly beginning to understand that their value is in delivering what the customer needs and wants in a high quality experience that meets the customer’s expectations. But they don’t actually have to provide the technology solution, because the customer doesn’t care about that. This in turn is leading IT to focus on true services rather than technical outcomes – which is fueling the emergence of the role of the Service Owner. Someone who owns the outcome the customer really wants – end to end.
The differences now make the CMDB essential. Here are 6 foundational elements only the CMDB can bring to the delivery of IT Services.
Modular & reusable End to end True cost of service Variable offerings KPIs the customer cares about and Top to bottom visibility
Let’s look at each of these.
We want to build modular services, and manage them as configuration items (Cis)
It is important to apply a building block mentality to constructing services, then combine the blocks to create new services and variations of existing ones. If all your services are single threaded, custom built – they will be very expensive to create, impossible to maintain, and confusing to your customer. Think about Amazon – what would it be like if every Amazon department had its own checkout procedure?
But this idea has its own challenges too – each service module, say “financial approval process” could be used in hundreds of services. So service Configuration Management is mandatory, with each service being managed as a configuration item (CI), and mapped into any combined services of which it is a part.
Here are the benefits from using configuration management to manage services. First and foremost – it gives us factory like benefits of consistency, quality, accuracy, and reuse.
It gives us agility because we can much more easily and simply create new services.
It helps everyone involved to better see their role end to end and relation to their neighbors.
It gets us thinking about what are the 4-5 things we deliver 80% of the time – then improving, streamlining, simplifying and automating them.
And it helps us think globally and act locally – a huge challenge for large and diverse organizations. Here’s an example. Let’s say we have a global service like e mail that we want everyone to use, but we also have companies in other continents that need certain localized features – what do we do? In a modular fashion – they can use 80% of the core offering the same way we do, ands perhaps create a few specific components that meet their localized need – and we are all still on the same page for 80% - much better than different e mail systems for each country!
Every service we deliver is made up of lots of little services. And even though one person, say John Smith, owns the “big” service, there are lots of little services being combined from different parts of IT to make up the big service. This is part of what scares John because he doesn’t control those people, they don’t actually work for him, so how can he possibly be successful? He begins explaining to everyone delivering services to him how important they are, how they fit into the big scheme and what the customer really wants. John creates meaningful mission alignment, because just mechanically doing a task is not very emotionally fulfilling, but helping a customer as part of the team – that is! And every day John will work with everyone – giving feedback, helping them improve, streamlining, encouraging the effort – and making sure they see their part in the big picture.
How does the CMDB help John? It provides the detail in each subservice – availability, time to provision, quality of service, service issue resolution and service outage restoration that allow John to “see” his service end to end, fix it when its broken and continually improve it for the customer.
Most IT organizations are at a very low maturity level when it comes to IT costing. This prevents IT from driving customer choice or participating in the fundamental conversation of business – cost / benefit tradeoffs. As we move to IT services – IT organizations are beginning to see this as mandatory rather than nice to have. Whether we actually get cost reimbursement, or just do showback costing - it still affects behavior - creating better customer understanding and decision making. Just as importantly, it allows US to create standard, bundled, happy meal offerings around the 4-5 activities we do most of the time – represented by the little orange services on the left hand side. In this way we simplify the customers decision making AND the work of IT. The CMDB? Can’t be done without it.
As we move up the maturity scale in service offering creation, we are now able to offer variable service offerings – allowing the customer self service flexibility to configure a service to their particular cost / benefit mix. While not every service has this flexibility, for example SAP might be too strategically critical to have a “Silver” version offered, the CMDB with the CI service components allows us to “see” which service combinations can be created to yield variable service offerings, and which cannot.
KPIs cascade down in a pyramid –from the customer, to the service owner, to the Service Providers. KPIs become SLAs and SLAs become OLAs as we go down the pyramid. And all the OLAs roll up into the SLAs which deliver the KPIs. Then working as a team, we continuously seek to improve our service delivery as well as the measures of our success, helped with visible alignment to the customer.
With the CMDB supporting modular reusable sub-services, we can even trial build “prospective” services – a service we might want to offer, and look at what the performance & delivery might look like end to end by adding up the sub service SLAs / OLAs around delivery times, performance….and even COST!!!
A lot of what we did traditionally in CMDB was below the double line in the middle – the hardware and software technology components and their relationships to each other. For our purposes today I am calling this the discovered infrastructure. Above the line are the Services. A Service usually consists of people, processes, descriptions, functionality, options and service commitments as well as technology underpinnings. Most of what makes up a Service CI can’t be discovered. But that may not be a huge problem because a service isn't as hard to track as moving technology like a virtualized server. You can see that each orange service above is consumed by some customer – that customer may be another service, or it may be the actual end customer – it doesn’t matter. One of our general principles is, ”Everyone has customers, everyone has services.” It is relatively easy as a service owner to add and track consumers of your service, as well as adding / tracking the sub services you consume to deliver your service. This makes it pretty easy to “discover” your services map in the CMDB. For the example above – the dotted lines going down on the left and right side show our “service” top to bottom.
I hope we have made it clear that delivering IT Services is impossible without Configuration Mgmt and the CMDB. Now that CMDB has a true, strategic mission – what do we do next? Sounds like a good webinar topic huh? For now though, we can offer some high level guidance in repurposing the CMDB.
Pilot your thinking. You will be experimenting with some new ideas & concepts – so keep it safe for learning.
Recognize that the term CMBD is BAD. I suggest using the term Configuration Management – a euphemism for sure – but you need a fresh term where you can “define” it for the organization and it doesn’t carry a pre-labeled negative connotation.
As you experiment begin top down with 3-4 key services and map the pieces at a high level – down to the applications that support the services, but don’t get lost in the noise below that.
Assign Service Owners for the 3-4 pilot services – no risk – just to get a feel for the pieces that make up a service and the expectations around delivery. Identify the sub service “owners” and include them in the pilot activities.
Once that is done, it’s not too hard to roll up and down the KPIs / SLAs for each service / sub service and see what they look like linked end to end.
Last – if you can do it, try creating a Service Owner’s workspace – the place where they go to manage their service.
Here’s is a quick look at the Service Owner workspace we have been developing. The idea behind it is to make it the one place where the Service Owner goes to reactively AND proactively manage their service. Today it includes information on customer satisfaction, service quality, service availability and service delivery. We are working to add proactive measures like the ability to respond to customer feedback, propose changes to the service here – that then go thru change control, and to be able to update and enhance features and options directly.
That’s it for our presentation today – I will now turn it over to Jeff where he will demo some of these concepts in action.
If you found this interesting and wonder what might be a logical next step, here are a few options.
If you are interested in our advanced Self-Service Catalog & Portal, it is now available as a self-service demo. You can get your own login on our website – follow the front page banner.
If you are looking for a better way to organize and categorize services – you can access a short demo video of our Service Taxonomy Mind Map application on our website.
Or perhaps you are considering a broader Service Catalog initiative but aren’t sure where to start. Evergreen offers a one day, private Service Catalog Workshop on your site for up to 15 attendees. It is designed to educate your team, uncover key business drivers & roadblocks, and create a common language and direction - to get your team on the same page. You can literally save months of effort in consensus building and get your program moving. We feel like it’s a real value at less than 4 thousand dollars, including travel.