Control Change Control Change Before it Before it Controls YouControls You
ישראלישראל ititSMFSMFשל של 44--הכנס השנתי ההכנס השנתי ה
שפור מתמיד שפור מתמיד - - ITILITIL הלכה למעשההלכה למעשה
www.it SMF.co.il
15.10.2009
Before it Before it Controls YouControls You
HP Software & Solutions
Yuval Raiz, Presales Manager
AgendaAgendaAgendaAgenda
� ITIL ���� Service Operation ���� Change
Management
� Overview of the HP solution
� Benefits and associated
� Key capabilities
� Supporting integrations� Supporting integrations
� Scenario examples
� Results and Conclusion
2
ITIL VITIL V33’s Service Operation is the ’s Service Operation is the
new best practice for ITSMnew best practice for ITSM
ITIL VITIL V33’s Service Operation is the ’s Service Operation is the
new best practice for ITSMnew best practice for ITSM
The purpose of Service Operation is to
coordinate and carry out the activities and
processes required to deliver and manage
services at agreed levels to business users and
customers. Service Operation is also
responsible for the ongoing management of the
technology that is used to deliver and support
3
� Great processes are useless if not
consistently conducted, controlled and
managed
� Service improvements are impossible without
gathering operational metrics
� A stable, well-run production environment is
the foundation of Service Management
technology that is used to deliver and support
services. Service Operation, Office of Government Commerce, 2007, pg. 7
Key processes in Service OperationKey processes in Service OperationKey processes in Service OperationKey processes in Service Operation
Event
Management
Incident
Management
Processes defined in Service Operation
Monitors all events; detects and
escalates exception conditions
Concentrates on restoring the
service quickly to minimize
business impact
Service Level
Management
Change
Management
Related processes defined in other volumes
Service Design
Service Transition
4
Problem
Management
Request
Fulfillment
Access
Management
Gets to root cause of events and
incidents; proactively detects and
prevents future problems
Manages customer or user
requests which include
facilities, moves and supplies
Grants authorized users rights to
use a service while restricting
access to others.
Financial
Management
Knowledge
Management
Service Reporting
& MeasurementContinual Service
Improvement
Service Strategy
Service Transition
Service Operation processes need to Service Operation processes need to
be highly integratedbe highly integrated
Service Operation processes need to Service Operation processes need to
be highly integratedbe highly integrated
Request
Event
Management
Incident
Management
Problem
Management
Service Level
Management
Financial
Management
5
All
Request
Fulfillment
Management
Access
Management
Change
Management
Management
Knowledge
Management
Service Reporting
& Measurement
Change Management ChallengesChange Management ChallengesChange Management ChallengesChange Management Challenges
6
HP Change HP Change Management Solution Management Solution
Benefits and …Benefits and …
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15.10.2009
Benefits and …Benefits and …
The most complete IT Change The most complete IT Change
Management solution availableManagement solution available
The most complete IT Change The most complete IT Change
Management solution availableManagement solution available� Comprehensive Change
Workflow
HP Service Manager for
standardized RFCs, rules-
based change workflows
and Service Catalog
Predict Change across IT
8
� Predict Change across IT
HP Release Control for
automatic impact, collision
and risk detection,
comprehensive change
scheduling and enhanced
CAB collaboration
� HP Universal CMDB with
HP Discovery and
Dependency Mapping
(DDM)
Service Manager Change Service Manager Change
Management ModuleManagement Module
Service Manager Change Service Manager Change
Management ModuleManagement Module
Manage and
automate end-
to-end, the ITIL
change
management
process
Flexible process
9
Flexible process
flows
Change Advisory Board Change Advisory Board
Support Tools Support Tools HP Release Control AnalysisHP Release Control Analysis
Change Advisory Board Change Advisory Board
Support Tools Support Tools HP Release Control AnalysisHP Release Control Analysis
Shows
impact,
collisions and
comments
Support CAB virtualization
Consolidate forward-
looking change calendar
Improve change
effectiveness and success
10
Analysis and Decision Support Analysis and Decision Support HP Release Control AnalysisHP Release Control Analysis
Analysis and Decision Support Analysis and Decision Support HP Release Control AnalysisHP Release Control Analysis
Approval phase -
Impact, Risk,
and Collision
analysis
Improve change
effectiveness
Review historical
information on
similar changes to
better understand
impact and risk
11
and success
Decision support
tool for change
advisory boards
Informed,
objective
decisions during
change approval
Get Change Right the Get Change Right the 11stst TimeTimeHP Service Manager and HP Release Control AnalysisHP Service Manager and HP Release Control Analysis
Get Change Right the Get Change Right the 11stst TimeTimeHP Service Manager and HP Release Control AnalysisHP Service Manager and HP Release Control Analysis
Direct access
from SM:
Review impact,
risk and conflicts
Access Change
Calendar
Suggest Suggest
implementation
time
UCMDB and DiscoveryUCMDB and DiscoveryUCMDB and DiscoveryUCMDB and DiscoveryITIL V3 aligned, federated Configuration Management System (CMS)
Identify/track
unplanned changes
Validate changes
1313
Unplanned Change Integration Unplanned Change Integration
ExampleExample
Unplanned Change Integration Unplanned Change Integration
ExampleExample
Storage administrator performs a change without opening
a RFC (Request for Change) ...
Notify a managed
change
Discover the
change
Open New RFC or
Incident
14
Service Manager Discovery and
Dependency Mapping
(DDM)
Integrated UCMDB
(Federated CMS)
BuiltBuilt--in ITIL Vin ITIL V3 3 Best PracticesBest PracticesAccelerating ITSM ImplementationsAccelerating ITSM Implementations
BuiltBuilt--in ITIL Vin ITIL V3 3 Best PracticesBest PracticesAccelerating ITSM ImplementationsAccelerating ITSM Implementations
• Process Workflows
• Work Instructions
• Role Definitions
• RACI documentation
• Forms
15
Change Approval Workflow
Change Management Change Management Scenario ExamplesScenario Examples
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15.10.2009
Scenario ExamplesScenario Examples
Catalog enabling endCatalog enabling end--user selfuser self--
serviceservice
Catalog enabling endCatalog enabling end--user selfuser self--
serviceservice
� A catalog can
present the
various
categories of
services,
including:
Reduce IT Operations effort in handing service requests
17
including:
� Departmental
application
services
� Enterprise wide
application
services
� Application and
hardware
services
� Shared
hardware asset
Services
Self Service CatalogSelf Service CatalogSelf Service CatalogSelf Service Catalog
18
Self Service CatalogSelf Service CatalogSelf Service CatalogSelf Service Catalog
19
Transition to RequestTransition to RequestTransition to RequestTransition to Request
20
ChangeChange
ManagementManagement
BuiltBuilt--in Best in Best
PracticesPracticesITIL VITIL V3 3 BasedBased
ChangeChange
ManagementManagement
BuiltBuilt--in Best in Best
PracticesPracticesITIL VITIL V3 3 BasedBased
21
Review and Schedule a ChangeReview and Schedule a ChangeReview and Schedule a ChangeReview and Schedule a Change
22
Change Approval BuiltChange Approval Built--in Best Practicesin Best PracticesITIL VITIL V3 3 BasedBased
Change Approval BuiltChange Approval Built--in Best Practicesin Best PracticesITIL VITIL V3 3 BasedBased
23
Change ApprovalChange ApprovalChange ApprovalChange Approval
24
VirtualizingVirtualizing CAB FunctionsCAB FunctionsVirtualizingVirtualizing CAB FunctionsCAB Functions
25
Change Request DetailsChange Request DetailsChange Request DetailsChange Request Details
26
Virtual Change Advisory Board Virtual Change Advisory Board
MeetingMeetingReconciling the requestsReconciling the requests
Virtual Change Advisory Board Virtual Change Advisory Board
MeetingMeetingReconciling the requestsReconciling the requests
27
Change ApprovalChange ApprovalChange ApprovalChange Approval
28
Reconciling Calendar ConflictsReconciling Calendar ConflictsReconciling Calendar ConflictsReconciling Calendar Conflicts
29
Addressing Action ItemsAddressing Action ItemsAddressing Action ItemsAddressing Action Items
30
Approval to ImplementationApproval to ImplementationApproval to ImplementationApproval to Implementation
31
Validated and ClosedValidated and ClosedReconciled with federated UCMDB Reconciled with federated UCMDB –– populated with DDMpopulated with DDM
Validated and ClosedValidated and ClosedReconciled with federated UCMDB Reconciled with federated UCMDB –– populated with DDMpopulated with DDM
32
Unplanned ChangesUnplanned ChangesDiscovered through federated UCMDB driven by DDMDiscovered through federated UCMDB driven by DDM
Unplanned ChangesUnplanned ChangesDiscovered through federated UCMDB driven by DDMDiscovered through federated UCMDB driven by DDM
33
Managed State vs. Actual StateManaged State vs. Actual StateUCMDB data shown in Actual StateUCMDB data shown in Actual State
Managed State vs. Actual StateManaged State vs. Actual StateUCMDB data shown in Actual StateUCMDB data shown in Actual State
34
ReconciliationReconciliationReconciliationReconciliation
35
HP in ITSMHP in ITSM
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15.10.2009
Why HPWhy HPWhy HPWhy HP
• 69,000+ dedicated services employees in 170 countries
• 5,000+ ITIL certified professionals
• 3,600+ active membership in PMI
People
• 1,000+ successful implementation/transformation projects
• 4000+ customers in service management
• 80+ education centers worldwide providing project management, ITIL, and HP software training to over 100,000 IT professionals
Process
Breadth, depth and experience
Technology
professionals
• 5 Current contributing authors of ITIL v3 refresh
• 6 Fellows and 12 Members of the Institute of Service Management, 6 ITIL® Luminaries
• Involvement with development of ISO/IEC 20000 and other international standards
Industry
• The global leader in service management software with over 4000 customers
• #6 largest software company in the world.
• Integrated Lifecycle solutions that deliver collaboration, quality and cost effective IT service management
HP Software ITSM solutionHP Software ITSM solutionHP Software ITSM solutionHP Software ITSM solution
Change, Config.
Link to BSM
SLM & ContinualService
Catalog &
Request
Knowledge
Mgmt.
Self-Service
Consolidated
3838
Provide visibility and control into
change and release management
Change, Config.
& Release
Assure the quality and cost of Service
Delivery and Support
Service Improvement
Manage and control investments,
assets and resources
Portfolio &
Financial Mgmt.
Monitor, prioritize and respond to risks
in the production environment
Consolidated
Event Mgmt.
Reduce costs and increase
responsiveness with self service
Consolidated
Service Desk
Consolidate core service desk
processes
QuestionsQuestions
??
www.it SMF.co.il
15.10.2009
Name: Yuval Raiz Presales Manager
E-Mail: [email protected]
Mobile: 052 4840896
!!תודה תודה Thanks!Thanks!
www.it SMF.co.il
15.10.2009
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