ITSM 6 7.5 Migration

8/6/2019 ITSM 6 7.5 Migration

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Live ITSM Migration using Meta-Update®

Ben Chernys

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© 2010 World Wide Remedy Users Group. All Rights Reserved. WWRUG.COM



Outline

© 2010 World Wide Remedy Users Group. All Rights Reserved.

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ITSM Migrations: Difficult; No ToolsHow Meta-Update ® Handles MigrationsMeta-Update ® BenefitsSample Migration (Background, Live Demo)A look at Meta-Update ® ScriptingMore Information



Objectives/Results

ObjectivesLearn what’s involved in an ITSM 6 to 7 data migration Learn how Meta-Update ® facilitates all requirements for a

successful data migrationResults

A live ITSM 6 to 7 migration will be demonstrated

Skills developedAn introduction to Meta-Update ® scripting

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ITSM Data Challenges

The ITSM 7 Suite contains:

Data is represented by acomplex web of differentlyrelated records and tables.

Reference fields and tables are completely undocumented.

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1,800 Forms25,000 Active Links

8,000 Filters

500 Join Forms




The ITSM 7.6 Suite contains:

Reference fields and tables are completely undocumented.

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2700 Forms36,000 Active Links18,000 Filters

800 Join Forms

Data is represented by acomplex web of differentlyrelated records and tables.

1,80025,000

8,000

500



ARS Data Challenges

All ARS Applications represent “Requests” bytrees of data records.Records in different forms are connected byreferencing data in those records.

Change Request IdChange NumberInstance Id

Three different keysfor a single table.

Work Logork Log

Dependent tableshave their own set of different keys andvarious combinationsof their parent’s keys.

Request IdInstance Id

Change Request IdChange NumberChange Instance Id

Approverspprovers

Approverspprovals

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Support Staff Example

A symbolic name must

be looked up and thenew ID referenceassigned.

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G2 – 427

G2 – 427




Migrating data across environments• Once Foundation Data changes are developed and tested there is no

sure way to extract these changes and merge themcorrectly on a

different server.Migrating data across ITSM releases

• ITSM release changes are significant undertakings. The conventionaladvise is to not migrate data because of the difficulty in automatingdata cleansing and migration into mismatching schemas and field sets.

Automating Imports, Customer On-boarding• Can be a complex, time consuming, expensive ARS or ITSM

development task using staging forms and merge workflow.

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Challenges in Migrating to ITSM 79


Data cleansing• ITSM data is validated. Addresses and model names for example,

need to be looked up against other defining tables. There is no toolthat allows you to automate validation and transformation rules.

Dissimilar Data Schema• Completely different and more complex table structure in ITSM 7. Diary

fields need be converted to records. Attachments must be moved.Completely different Company, Person, Support, Groups, Rights, in

short, Foundation Data structures.Following chains of related records

• A primary cause of difficulties with any extract, import, report, validation- any data operation, on a complex tree of data.



Ways of Automating Migrations10


ARS ImportExport

Manual exports toCSVs, Excel tochange values,manual imports.Automated with

staging forms andimport workflow:

a time-consuming,expensive

Workflow Project.

Template-based

ProductsMust use

suppliedtemplates.Can’t use your own or handle

different sources.Manual validation

and firing.Automated withstaging forms

and importworkflow.

PanaceaMigrator DSO AIE

Automated withcomplex Merge

workflow.May requirechanges toapplication.

Workflow Project

can approach APIcosts.

APIPerl

Java c

Sure way toautomate.

Expensive andslow to develop.Usually needsoutside, non-

Remedy staff.

SQL

Dangerous to theintegrity of the

ARS system data.Expensive and

slow to develop.Usually needsoutside, non-Remedy staff.



Meta-Update Migration Automating11


ScriptingTool

Meta-Updatereads a simple

ASCII script file,and performsyour functions

through the API.Replete with look-

ups, valuetransforms, file

facilities,messaging anderror handling.

No Server Changes

No Workflow

No server changes at all.

No staging formsand complex

Merge workflow.No changes to

OOTBapplications.

No APINeeded

No APIprogrammers.

No time-consuming,expensive,frustrating

developmentprojects.

Your ARS staff easily implementany automation.

AnySources

Handle CSVs of any type – evenwith line feeds.

Handle your owndevelopedtemplates.

Apply automaticvalue transforms.

Use CSVs asLook Ups.

EffortsCostsTime

ROI is typicallyits first use.

Reduce effortsand time to

delivery by anorder of

magnitude.



Comparison of Automation Costs

ITSM 6 to ITSM 7 MigrationBased on estimates for an unrealizedmigration, a real migration implementedwith Meta-Update, and an inadequate partialmigration implemented with ARS facilities.

Note that conversion of Diary entries intoWork Logs is not possible without Meta-Update or the ARS API.

PartialMigration

EstimatedMigration

Meta-Update

Months 7 24 3

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Comparison of Automation Costs

ITSM 6 to ITSM 7 Migration

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Estimated

Migration

Meta-Update

Partial Migration

Unrealized Estimated

Robust Migration

People Months

3 24

1 7

1 3



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Migration Milestones


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Demo of a ITSM 6 to 7.6 Migration


TranslatesOn-boardingCSVs

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Demo: ITSM 6 to 7.6 Migration

We’ll now move to the Demo part of the presentation We’ll start by showing you a running ITSM 6 serverand a partially migrated 7.6.03 ITSM SuiteWe’ll run the Help Desk to Incident script in debugmode with an editor open to walk through a bit of it

We’ll let it run to completion and examine the results

with the User tool

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ITSM 6: HD Case 8


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ITSM 6: HD 8: Requester Profile


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ITSM 6: Attachments Needed


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Meta-Update Scripting


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ITSM 6: HD 8 Add Attachments


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ITSM 6: Add Attachments


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ITSM 6: Attachments Added


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ITSM 6: Notes Diary


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ITSM 6 to 7.6 Help Desk Migration


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ITSM 6 to 7.6 Help Desk Migration


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ITSM 7.6: WL: Attachments


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ITSM 7.6: WL: Attachments


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ITSM 7.6: WL: Missing Requester


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The Requester is looked-upon ITSM 7.6CTM:People If not found, a defaultrequester is used and theSHR:People informationfor the Requester isformatted into a Work Log.



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ITSM 7.6: WL: Missing Requester


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Conclusion

Meta-Update is the only tool available to automatethe value transformations and the ability to followchains of records needed to perform a complete data

migration from prior releases of ITSM or from differingon-boarding data structures.

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Thank You

Check out the Web Sitewww.softwaretoolhouse.com

See Learning, Script Library

Request a Trial License witha Live Install WebExTraining sessionContact us at:[email protected]

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CA + 1 403 240 4377 GMT – 7 + DSTDE +49 171 380 2329 GMT +1 + DST

Ben ChernysSoftware Tool House Inc.

Questions

http://www.softwaretoolhouse.com/


mailto:[email protected]







Thank You

Check out the Web Sitewww.softwaretoolhouse.com

See Learning, Script Library

Request a Trial License witha Live Install WebExTraining sessionContact us at:[email protected]

33


CA + 1 403 240 4377 GMT – 7 + DSTDE +49 171 380 2329 GMT +1 + DST

Ben ChernysSoftware Tool House Inc.

Questions








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ITSM 6 7.5 Migration

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