Post on 14-Apr-2017
transcript
Pre-Con Ed: Upgrading to CA Service ManagementIndrajit Banerjee - Sr. Services Architect - CA TechnologiesGary Eisenhuth - Sr. Services Architect - CA Technologies
AMX36E
AGILE MANAGEMENT
3 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
© 2016 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only Terms of this Presentation
5 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Agenda
SERVICE MANAGEMENT COMPONENT OVERVIEW
WHY UPGRADE?
HOW CAN WE HELP?
UPGRADE APPROACH
SWING BOX MIGRATION METHOD
SERVICE MANAGEMENT UPGRADE TIPS AND TRICKS
1
2
3
4
5
6
6 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
CA Service Management UpgradeService Management Product Components
CA Service Desk Manager– Incident / Problem / Request; Change / Configuration; Issue; Knowledge Management– Support Automation; CA Configuration Automation
CA Service Catalog– Request Fulfilment
CA IT Asset Management– CA Asset Portfolio Management
CA Server Management Common Components– CA Process Automation; CA Embedded Entitlement Manager; CA Business Intelligence;
CA Unified Self-Service
7 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Why Upgrade?
8 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Would it Make Sense for you to Upgrade?
Upgrade introduces new/innovative features
It combats and/or reduces cyber security threats
It eliminates legacy customizations by using out-of-box functionalities
It maximizes uptime with improved solution architecture
Has better administrative capabilities and improved service delivery efficiency
Stay up-to-date and be fully supported
Easy future upgrades
YES
9 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
The Upgrade Approach
10 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
ConsExisting and legacy configurations are migrated over both from data and application perspective
Upgrade done in the current production environment – which means higher risk
UsageWhen the same existing hardware is to be used.
When MDB (database) is shared with other applications that cannot be upgraded.
ProsAllows the use of existing hardware
Allows co-existence of older version applications (subject to compatibility)
Upgrade ApproachIn-Place Upgrade
11 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
ConsAdditional cost of new hardware; need for temporary hardware for SWING environment
UsageWhen new hardware / OS / database is to be used.
When MDB (database) is not shared or is shared with other applications that are either already updated or will be updated.
ProsAllows the use of new/latest hardware with current OS / database versions
The remains of the legacy customizations and previous upgrade are cleaned up
Less risk as current production environment is untouched
Upgrade ApproachSwing Box Migration
12 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
SWING Box Migration MethodCA Service Desk Manager Migration
Secondary Secondary
NewPRODUCTION HW
CA SDM R14.1Fresh Install
Primary
Primary
UpgradedMDB
SWING BOX / PROD
CA SDM Rx.xUpgraded to
CA SDM R14.1
Primary
MDB
SWING BOX / PROD
CA SDM Rx.xFresh Install
TEMPORARY VIRTUAL Environment Required for Migration
UPGRADE PATH
Copy MigratedSite SpecificAdaptations
CopyUpgraded dB
MDB Upgraded toR14.1 Schema
ApplicationUpgraded to R14.1
&Forms
Migrated to R14.1
MDB
Secondary
BEFORE AFTER
Secondary SecondarySecondary
CurrentPRODUCTION HW
CA SDM Rx.x
Primary
MDB
Upgraded forms of R14.1 moved over
CopyExisting dB
CopySite SpecificAdaptations
CA SDM R14.1Fresh Install
13 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
SWING Box Migration StrategyCA Service Desk Manager Deployment Architecture Change
Database (MDB)Server
SecondaryServer-1
PrimaryServer
StandbyServer
Database (MDB)Server
PrimaryServer
SecondaryServer-2
SecondaryServer-3
CA BIServer
ApplicationServer-1
ApplicationServer-2
ApplicationServer-3
CA BIServer
Rx.x Data Transfer
Rx.x Configuration
Transfer
CURRENT SDM RX.X PRODUCTION ENVIRONMENT
NEW SDM R14.1PRODUCTION ENVIRONMENT
NEW SDM R14.1 PRODUCTION ENVIRONMENT
Database (MDB)Server
BackgroundServer
StandbyServer
ApplicationServer-1
ApplicationServer-2
ApplicationServer-3
CA BIServer
Overall Data Migration Path
Traditio
nal A
rchite
cture
Advance
d Availa
bility
Configurat
ion
Database (MDB)Server
PrimaryServer
SWINGENVIRONMENT
R14.1Migrated Data
R14.1Configuration
PROD Ready – No changes
Production Migration – Target Servers
Current PROD - Untouched
Rx.x: r11.2 to R12.9
14 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Upgrade Stages – Backup Milestones
ENVIRONMENTFreshInstall
Copy Rx.x dB
Rx.x PROD Replicated
R14.1 Migration Complete
Copy R14.1
Migrated dB
Reconfigure NEW PROD with
migrated data
Pre-Go Live
TESTING Go-Live
Current Production
Backup / Snapshot Points
SWING Environment
Backup / Snapshot Points
NEW Production
Backup / Snapshot Points
Rx.x
HE
RE
HE
RE
Rx.x
HE
RE
R14.1
HE
RE
Rx.x Rx.x R14.1
R14.1 R14.1
HE
RE
R14.1
HE
RE
R14.1
CUT-OFF
GO-LIVE
Planned Downtime
HE
RE
15 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Upgrade Approach
CA Service Management Documents– https://docops.ca.com/ca-service-management/14-1/en [English]– https://docops.ca.com [All Documents]
Choose CA Service Management Select the Language of your choice
CA Service Management Community– https://communities.ca.com/community/ca-service-management
The place to share ideas, tips, information, insights, and more with your business peers and CA Technologies experts.
Useful Links
HERE ARE SOME USEFUL LINKS FOR YOUR UPGRADE GUIDELINES
16 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
CA Service Management UpgradeTips & Tricks
17 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
CA Service Management Upgrade – Tips & Tricks
Upgrade decision on method to choose– Which way to go depends on your current version: Stepped or Direct Path– Stepped: May have In-Place followed by Swing-Box migration– Direct Path: Can choose any approach: In-Place or Swing-Box– Fresh Install: With partial data migration
Plan for backups– Virtual Environments: Plan to take multiple snapshots during the course of the
upgrade procedure. This saves time in case you need to revert to a certain point.– Temporarily allocate additional disk space for backups
CA Service Desk Manager
18 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
CA Service Management Upgrade – Tips & Tricks
Plan for at least two (2) environments– Development and Production environments should be considered– If only Production environment is available, use SWING as Development environment
Resource Planning– Make sure you plan for the availability of necessary resources at the right time.
Database Administrator – necessary during database upgrade, for backups and restoration, any immediate troubleshooting
Network Administrator – manage / resolve any network communication issues System Administrator – ensure system availability, system level backup / snapshot activities. Access to the Core Team – Escalations, communication and decision making
CA Service Desk Manager
19 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
CA Service Management Upgrade – Tips & Tricks
Prepare Execution Plan– Decide on the “To Be” Solution Architecture – Traditional or Advanced Availability– Identify which components sits in which system– Download all necessary media and distribute to respected systems– Synchronize production data over to the development environment (PROD DEV)– Build a checklist of all tasks to be performed during the upgrade/migration procedure– If time permits, plan for a dry-run to capture actual migration time, validate tasks and
record any possible issues and corresponding resolution– Make sure you have all access permissions necessary for the upgrade procedure
CA Service Desk Manager
20 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
CA Service Management Upgrade – Tips & Tricks
Migration Execution Strategy– In-Place upgrade:
Follow implementation guide and maintain suggested sequence
– Swing-Box method: Keep previously migrated DEV environment accessible to move forms data. Copy these files
to final target systems ahead of time Make sure you have the final target systems installed freshly (application and database) –
ready to go Remember: The purpose of the SWING environment is to migrate the current data to the latest
schema. It is not necessary to test the forms again in SWING environment. We will do that after the final migration is completed in the target systems.
Make sure you plan for the post-migration changes – DNS entry modification, load balancer re-configuration, firewall reconfiguration, SSL certificates (in case of new systems), event monitoring re-configuration, etc.
CA Service Desk Manager
21 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
CA Process Automation Upgrade Planning
You must upgrade to version r3.1 S01 if your current version of CA Process Automation is r2.x, r3.0 or r.3.0 SP01
From version r3.1 SP01 up you may upgrade directly to 4.3 SP01
If you have customized configurations such as the oasis.config.properties file you should have the changes documented and backed up
You need to ensure your current hardware and OS will support CA Process Automation 4.3 when you upgrade
http://www.ca.com/us/services-support/ca-support/ca-support-online/product-content/status/compatibility-matrix/ca-process-automation-pam-4-3-compatibility-matrix-summary.html
22 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
In-Place versus New Install (Migration)
In-Place Upgrade is done on existing servers
In Place would occur on the existing hardware and Operating Systems
During the Upgrade the system is not available
Would use existing architecture
Migration New servers would be required to duplicate
the current environment Would allow PAM to be installed with new
hardware and Operating system that supports CA Process Automation 4.3
Allows for both environments to be run in parallel with no disruption to the production environment
Allows you to reconfigure and change the architecture
The CA Process Automation workflows will need to be migrated from the existing environment to the new one
23 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
CA Process Automation Upgrade Strategy Methods of Upgrade can be In-Place or Migration
Make backups and prepare for
the outage
Complete upgrade
prerequisites
Upgrade the Domain
Orchestrator or any DO node
Upgrade other Orchestrators
and all clustered nodes
Complete post-upgrade tasks
Test your processes with the upgraded Orchestrator
Switch load balancers from
Apache to NGINX
Update F5 pools, iRule
definition, and configuration
Configure agents to use
simplified communication
Test your processes with
simplified communication
Administrators
24 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
CA Service Catalog Upgrade Options
Migration you install on new hardware while pointing to the existing database and CA Embedded Entitlements Manager (CA EEM) servers.
Migration install works with the Swing Box method if your are also upgrading CA Service Desk Manager
Traditional you install CA Service Catalog onto an existing CA Service Catalog server
Traditional versus Migration
25 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
CA Service Catalog Upgrade Points to Consider
If you are running version 12.6 to 12.9, you may upgrade directly to version 14.1 using the Migration or Traditional model.
If you are running 12.5, you may upgrade directly to 14.1 using the Migration model. With the Traditional model you must upgrade to 12.6 first.
What configurations and customizations have been made to XML, XSL, or other CA Service Catalog files. The upgrade program installs new versions of these files.
Are the customizations backed up and documented?
26 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
CA EEM Upgrade
Upgrades are possible from r8.3 or higher to r12.0
Backup before you upgrade– Backup CA EEM data– Configuration files– CA Directory and iTechnology folders
Both In-Place and New Server upgrades are supported
27 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
CA EEM Migration Procedures
Export the CA EEM database to LDIF file from existing server
Install CA EEM r.12 on a new server
Import the LDIF file to the r12 server
Configure the User Store
Issue new certificate for each registered application using SAFEX command
28 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
How Can We Help?
29 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Go-Live with CACA Service Management
Contact your CA Account Team when you are planning to upgrade– Your CA Account Representative will help you coordinate with the right resources
Inform CA Support on your Go-Live date / plans– Your CA Account Representative will help you register as a Hot-Site for additional support
during the final production migration
Engage CA Services for a smoother / risk free upgrade– CA Service Management Upgrade Services
Complete end-to-end management of the solution upgrade Quicker upgrade, less troubleshooting and downtime, rapid user adoption CA Services has the product expertise, proven methods, field experience, thought leadership
30 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
CA Service Management UpgradeIt is highly beneficial for any organization to keep up with the latest release of the CA Service Management product suite. It ultimately is cost effective considering the overall improvements and increased efficiency of service delivery achieved by any organization. It results in better application administration capabilities and more efficient use of time, which in turns means increased operational efficiency and higher end user satisfaction.
DO NOT HESITATE – ALWAYS GO FOR THE NEXT UPGRADE
Summary
31 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Recommended Sessions
SESSION # TITLE DATE/TIME
AMX19S Case Study: Going from Zero to 100 in ITSM Without a Seat Belt at Michigan State University 11/16/2016 at 12:45 pm
AMX11S Case Study: Integrating Service Management Processes to Improve Systems Stability and Reduce Outages and Downtime
11/16/2016 at 1:45 pm
AMX120S It’s Time to Grow Up: 8 Areas to Increase ITSM Maturity 11/17/2016 at 1:45 pm
32 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Must See Demos
Service Desk and Support Analyst xFlow Experience
Software and Hardware Asset Management
Request Management and Self-service
Management Insights –Reporting and Dashboards
33 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Questions?
34 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Thank you.
Stay connected at communities.ca.com